June 2006 - otrs - OTRS mailing lists

Limiting of Sub Queue Visibility
by Prafulla Kumar H.S. 22 Jun '06

22 Jun '06

Hi, I have created a main queue by name "Helpdesk" and associated this one to Helpdesk Administrators Group. Under this queue, I have created queues by name (naming only few of them) such as CDCutting DevTestLab Download HardwareProblems and so on. None of the users are having any right with default "users" group. I feel that I have configured the system in proper manner as explained in the manual. My requirement is that the above mentioned sub-queues should not be visible to customers as the same is used for assigning calls based upon the skill set and availability of engineers. I have noticed that, as soon as a customer authenticates to OTRS system, he can see the sub-queues. I don't know to how to restrict the same. I am looking for some help or guidance in this area. Regards, Prafulla

2 1

OTRS on windows mobile
by Marcus Hopwood 22 Jun '06

22 Jun '06

Hi, Does anyone have experience of using OTRS on a windows mobile device? Are there any themes available that would make this easier? Thanks, Marcus

2 3

Active Directory
by Mamakwa M. Sefiri 22 Jun '06

22 Jun '06

I have activated the Customer User Groups Management some time ago, and it works fine, but the problem is it does not automatically update itself. I have added new Customer on our Active Directory and the do not appear on Customer User Groups Management. Please advise. Thanks Mamakwa

2 1

OTRS and XML Integration
by sprafulla＠novell.com 22 Jun '06

22 Jun '06

Hi, Is there any drivers under OTRS for integrating with XML. Regards, Prafulla Kumar -- This message was sent on behalf of sprafulla(a)novell.com at openSubscriber.com http://www.opensubscriber.com/messages/otrs@otrs.org/topic.html

3 2

Send email with html format?
by BRAUNER Alexandre 22 Jun '06

22 Jun '06

Hi, I am new to OTRS and currently testing it. How could I send email with an HTML format to make it nicer for customers? I would like to change the font type, include images... Thank you, Alexandre Brauner IS Engineer Universal Sodexho

1 0

OTRS 2.0 Windows manual install
by Paul Kaiser 21 Jun '06

21 Jun '06

Greetings! I did a full install of OTRS 2.0 on my dev machine and I love it. It is exactly what my organization (a City government) needs. However... I really want to install this on a server that is running a few other web applications (our intranet, for example.) The 2.0 installer seems to insist that you cannot have apache / mysql already installed. Has anyone ripped a 2.0 install and manually installed / configured the pieces on an existing webserver? Thanks, Paul Kaiser

1 0

Fields available in OTRS_TICKET
by Andrew Kerr 21 Jun '06

21 Jun '06

I hope this isn't a common newbie question, but I can't find the answer in the docs... I am trying to customize the en::Customer::StateUpdate notification. In the documentation it says that <OTRS_TICKET_*> has the options of the ticket data, but I can't find what the actual options are - are they listed somewhere? What I want is when I close a ticket, I want whatever I typed in the "Note Text" box to be included in the state change notification to the customer. I am also interested in including the full ticket history in the state email. Is there a way to do this? Thanks for the help! -Andrew

2 1

Calender
by Mamakwa M. Sefiri 21 Jun '06

21 Jun '06

Is it possible to give Customers permission to the calendar, I have it installed thon the system? Please advice

1 0

LDAP Integration Problem
by Michael Galdones 21 Jun '06

21 Jun '06

Simply put. I'm a newbie in OTRS and have been evaluating it for a week now. But I can't make customer authentication with LDAP work. The agent authentication via LDAP is ok.. I'm using OTRS 2.0.4 on a Windows machine and Active Directory. Does anybody here have a working config.pm running on Windows that i can refer to? Please help me with this. Michael Galdones Systems Engineer

3 4

New Install on WIN2003 and IIS
by Brett Gruchow 21 Jun '06

21 Jun '06

I asked this question last week and didn't get a response. I have a new install of OTRS on WIN2003 with IIS. I am able to get it to the log in screen for the first time. When I enter the default username and password, it just hangs. If I look in the log file the keeps telling me: [Wed Jun 14 16:44:03 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:04 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:06 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:07 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:09 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:11 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:12 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:14 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:16 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:17 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:19 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:21 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:22 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:24 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). [Wed Jun 14 16:44:26 2006][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 192.168.4.110). And then it fails. Can anyone help me out? Brett Gruchow Infrastructure Systems Engineer bgruchow(a)myweather.net Office: 608-441-0400 ext. 657 Mobile: 608-345-9791 Fax: 608-441-0101 <http://www.myweather.net/> MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net

2 1