October 2007 - otrs - OTRS mailing lists

note external and internal
by Serge ALGAROTTI 09 Oct '07

09 Oct '07

Hi I would like than note-external be proposed by default when a agent choice "Note" when a ticket is displayed. Now it's "note-internal" which is the default. How can I modified this ? I search in the Kernel files but I didn't find , i search in "system configuration" but I dont find or I dont understand ;-) thank for your help, -- Serge ALGAROTTI [http://www.cemef.ensmp.fr/] Ecole des Mines de Paris-CEMEF

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Attachements ?
by Niels Przybilla 08 Oct '07

08 Oct '07

Hello, I have the problem that I cannot see attachemnts that are sent with a new ticket mail. E.g. PDF's What Do I have to reconfigure ? Mit freundlichen Grüßen Niels Przybilla Inhaber SF-Design ---------------------------------------------- Niels Przybilla SF-Design Unser Geschäft basiert auf Mund zu Mund Propaganda und Empfehlungen. Wenn Sie jemanden kennen, der unsere Dienste gebrauchen kann, teilen Sie uns dieses bitte mit. Wenn Sie einen bestimmten Service, egal ob privat oder geschäftlich brauchen, sprechen Sie uns an. Wir können Ihnen bestimmt einen unserer zuverlässigen Geschäftspartner empfehlen. SF-Design Przybilla & Bottereau GbR Kurfürstendamm 125a 10711 Berlin Tel: 030 - 89 00 67 16 Fax: 030 - 89 00 67 17 e-mail: np(a)sf-design.net http://www.sf-design.net

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Ticket::Acl::Module
by Felix J. Ogris 08 Oct '07

08 Oct '07

Hallo, ist die undokumentierte Option Ticket::Acl::Module deprecated und wird in den nächsten Versionen wegfallen, oder ist sie zum Einklinken eigener ACL-Module offiziell "freigegeben"? Felix

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Re: [otrs] Standard Types and Queues
by Laurent Minost 08 Oct '07

08 Oct '07

Hi, Sure ! :) This is now some few days I did this modification so I can't remember well which files were modified so : - you will find attached modified dtl and pm for OTRS v2.2.2 Customer's frontend, just do a diff with the original OTRS 2.2.2 dist files or with your already customized files, it will give you my own modifications ( and maybe other modifications about other things, my OTRS is far from the original 2.2.2 by now ...) - if you think there is something missing, don't hesitate to contact me back, I will check again the code to find all needed modifications. Have fun. Best regards, Laurent Minost Luis Wong a écrit : > > *I have this exactly same problem. Can you please share your code > modifications?* > > > *Thank you,* > > > *Luis* > > > * * > > > *[otrs] Standard Types and Queues* > > *Laurent Minost* lminost at denyall.com > <mailto:otrs%40otrs.org?Subject=%5Botrs%5D%20Standard%20Types%20and%20Queues&In-Reply-To=01b801c7f5e2%24d71d63b0%248e04a8c0%40nettezza> > /Thu Sep 13 11:07:33 GMT 2007/ > > * Previous message: [otrs] Standard Types and Queues > <http://lists.otrs.org/pipermail/otrs/2007-September/020313.html> > * Next message: [otrs] Standard Types and Queues > <http://lists.otrs.org/pipermail/otrs/2007-September/020316.html> > * *Messages sorted by:* [ date ] > <http://lists.otrs.org/pipermail/otrs/2007-September/date.html#20314> > [ thread ] > <http://lists.otrs.org/pipermail/otrs/2007-September/thread.html#20314> > [ subject ] > <http://lists.otrs.org/pipermail/otrs/2007-September/subject.html#20314> > [ author ] > <http://lists.otrs.org/pipermail/otrs/2007-September/author.html#20314> > > > ------------------------------------------------------------------------ > > Hi Gabriele, > > > > Thanks for your answer. > > > > This parameter CustomerPanelOwnSelection allows to set Queues for which > > Customers will have access through drop-down menu but it doesn't permit > > me : > > - to set the default queue > > - to avoid having this default queue set to '-' which is hard coded and > > added when drop-down menu is displayed > > > > That's why I did some modifications on the code :( > > > > Best regards, > > > > Laurent MINOST > > > > Le jeudi 13 septembre 2007 à 10:48 +0200, Gabriele D'Andrea a écrit : > >>/ > i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we/ > >>/ > mostly use Telephone Tickets ) have the same Type ( "Problem" ) and/ > >>/ > go the same Queue. But in OTRS the preselcetion for those Fileds is/ > >>/ > "-" and you have to Click on "Problem" and the right Queue. / > >>/ Look if there are some options to insert default values in SysConfig/ > >>/ -> Ticket -> Frontend::Agent::Ticket::ViewPhoneNew/ > >>/ / > >>/ > I was having the same problem with Customer frontend, when creating/ > >>/ a / > >>/ > new ticket, default queue needs to be selected and we use only/ > >>/ one.../ > >>/ / > >>/ In SysConfig -> Ticket -> Frontend::Customer::Ticket::ViewNew edit the/ > >>/ following option inserting the queue you want your customers to use / > >>/ / > >>/ CustomerPanelOwnSelection: / > >>/ Here you can insert the Queues, which the customer can select in the/ > >>/ Customer-Interface. / > >>/ Etichetta/ > >>/ / > >>/ Content/ > >>/ / > >>/ / > >>/ / > >>/ / > >>/ / > >>/ / > >>/ / > >>/ Hope this helps/ > >>/ Gabriele/ > >>/ ----- Original Message ----- / > >>/ From: Laurent Minost / > >>/ To: User questions and discussions about OTRS.org / > >>/ Sent: Wednesday, September 12, 2007 2:19 PM/ > >>/ Subject: Re: [otrs] Standard Types and Queues/ > >>/ / > >>/ / > >>/ / > >>/ Hi,/ > >>/ / > >>/ I was having the same problem with Customer frontend, when/ > >>/ creating a new ticket, default queue needs to be selected and/ > >>/ we use only one.../ > >>/ Didn't find a solution so I modified source code for it to/ > >>/ avoid adding "-" entry. Maybe it's the same for you./ > >>/ If you find a solution or modify the code, I will be/ > >>/ interested by your final resolution :)/ > >>/ / > >>/ Thanks./ > >>/ / > >>/ BR,/ > >>/ / > >>/ Laurent MINOST/ > >>/ / > >>/ / > >>/ Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas/ > >>/ a écrit : / > >>/ / > >>/ > Hallo! / > >>/ > i want to Speed up the Ticket Typing Procedure.. Most/ > >>/ > Tickets ( we mostly use Telephone Tickets ) have the same/ > >>/ > Type ( "Problem" ) and go the same Queue. But in OTRS the/ > >>/ > preselcetion for those Fileds is "-" and you have to Click/ > >>/ > on "Problem" and the right Queue. / > >>/ > Is there a way set Standard Values for those Fileds? / > >>/ > I cant find Anything in Sysconfig... / > >>/ > Thank You! / > >>/ > Freundliche Grüße / > >>/ > / > >>/ > i. A. Thomas Büchling / > >>/ > Praktikant / IT-Services / > >>/ > / > >>/ > Tel +49 (0)561/ 4991 -125 / > >>/ > Fax +49 (0)561/ 4991 -93125 / > >>/ > thomas_buechling at rudolph-log.de <http://lists.otrs.org/cgi-bin/listinfo/otrs> / > >>/ > http://www.rudolph-log.de / > >>/ > http://www.logeon.net / > >>/ > -------------------------------------- / > >>/ > Rudolph Logistik Gruppe / > >>/ > -------------------------------------- / > >>/ > Rudolph Holding GmbH / > >>/ > Harzweg 10 / > >>/ > D 34225 Baunatal / > >>/ > / > >>/ > Amtsgericht Kassel HRB 6548 / > >>/ > Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten/ > >>/ > Rudolph, Peter Malkomeß / > >>/ > ------------------------------------- / > >>/ > Abonnieren Sie unseren Newsletter RudolphREPORT unter/ > >>/ > http://www.rudolph-log.de/aktuelles/aktuelles.cfm / > >>/ > / > >>/ > / > >>/ / > >>/ / > >>/ / > >>/ ______________________________________________________________/ > >>/ / > >>/ _______________________________________________/ > >>/ OTRS mailing list: otrs - Webpage: http://otrs.org// > >>/ Archive: http://lists.otrs.org/pipermail/otrs/ > >>/ To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs/ > >>/ Support or consulting for your OTRS system?/ > >>/ => http://www.otrs.com// > > # -- # CustomerTicketMessage.dtl - provides HTML form for customer message # Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/ # -- # $Id: CustomerTicketMessage.dtl,v 1.10 2007/06/18 09:33:57 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # --  <script language="JavaScript" type="text/javascript">  else if (document.compose.$Data{"TicketFreeTextField"}.value == "") { alert('$JSText{"A required field is:"} ' + document.compose.$Data{"TicketFreeKeyField"}.value + '!'); document.compose.$Data{"TicketFreeTextField"}.focus(); return false; }  else { return true; } } //--> </script> <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td class="mainhead"> $Env{"Box0"}$Text{"new ticket"}$Env{"Box1"} </td> </tr> <tr> <td class="mainbody"> <br> <table border="0" width="900" align="center" cellspacing="0" cellpadding="4"> <tr> <td colspan="2" class="contenthead">$Text{"Options"}</td> </tr> <tr> <td class="contentbody"> <form action="$Env{"CGIHandle"}" method="post" name="compose" enctype="multipart/form-data"> <input type="hidden" name="Action" value="$Env{"Action"}"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="Expand" value=""> <input type="hidden" name="FormID" value="$QData{"FormID"}"> <table border="0">  <tr> <td class="contentkey">$Text{"Type"}:</td> <td class="contentvalue"> $Data{"TypeStrg"}</td> </tr>  <tr> <td width="15%" class="contentkey">$Text{"To"}:</td> <td width="85%" class="contentvalue"> $Data{"ToStrg"} <font color="red" size="-2">$Text{"$Data{"Queue invalid"}"}</font> </td> </tr> # <tr> <td class="contentkey">$Text{"Cc"}:</td> <td class="contentvalue"> <input type="text" name="Cc" value="" size="70"> <font color="red" size="-2">$Text{"$Data{"Cc invalid"}"}</font> </td> </tr> # <tr> # <td class="contentkey">$Text{"Bcc"}:</td> # <td class="contentvalue"> # <input type="text" name="Bcc" value="" size="70"> # <font color="red" size="-2">$Text{"$Data{"Bcc invalid"}"}</font> # </td> # </tr> # <tr> <td class="contentkey">$Text{"Subject"}:</td> <td class="contentvalue"> <input type="text" name="Subject" value="$QData{"Subject"}" size="70"> <font color="red" size="-2">$Text{"$Data{"Subject invalid"}"}</font> </td> </tr>  <tr> <td class="contentkey">$Text{"Service"}:</td> <td class="contentvalue"> $Data{"ServiceStrg"}</td> </tr>   <tr> <td class="contentkey">$Text{"SLA"}:</td> <td class="contentvalue"> $Data{"SLAStrg"}</td> </tr>  <tr> <td class="contentkey">$Text{"Text"}:</td> <td class="contentvalue"> <textarea name="Body" rows="15" cols="$Config{"Ticket::Frontend::TextAreaNote"}" wrap="$Env{"BrowserWrap"}">$QData{"Body"}</textarea> <font color="red" size="-2">$Text{"$Data{"Body invalid"}"}</font> </td> </tr> <tr> <td class="contentkey">$Text{"Attachment"}:</td> <td class="contentvalue"> <table cellspacing="0" cellpadding="0" width="400">  <tr> <td>$QData{"Filename"}</td> <td>$QData{"Filesize"}</td> <td align="right"> <input class="button" type="submit" name="AttachmentDelete$QData{"FileID"}" value="$Text{"Delete"}"> </td> </tr>  <tr> <td colspan="2"><input name="file_upload" type="file" size="40" class="fixed"></td> <td align="right"> <input class="button" type="submit" name="AttachmentUpload" value="$Text{"Attach"}"> <a name="attachment"></a> </td> </tr> </table> </td> </tr>  <tr> <td class="contentkey">$Text{"Priority"}:</td> <td class="contentvalue"> $Data{"PriorityStrg"}</td> </tr>   <tr> <td class="contentkey">$Data{"TicketFreeKeyField"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField"}</td> </tr>  # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField1"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField1"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField2"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField2"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField3"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField3"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField4"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField4"}</td> # </tr>  <tr> <td class="contentkey">$Text{"$QData{"TicketFreeTimeKey"}"}:</td> <td class="contentvalue">$Data{"TicketFreeTime"}</td> </tr>  # <tr> # <td class="contentkey">$Text{"$Config{"TicketFreeTimeKey1"}"}:</td> # <td class="contentvalue">$Data{"TicketFreeTime1"}</td> # </tr> # <tr> # <td class="contentkey">$Text{"$Config{"TicketFreeTimeKey2"}"}:</td> # <td class="contentvalue">$Data{"TicketFreeTime2"}</td> # </tr> </table> </td> </tr> <tr> <td class="contentfooter"> <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return submit_compose();"> </td> </tr> </table> </form> <br> </td> </tr> </table>

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RE: [otrs] LDAP auth: Panic! No UserData!!!
by Сергей Чапинский 08 Oct '07

08 Oct '07

May be add "User" ? : UserFirstname => 'givenname', UserLastname => 'sn', UserEmail => 'mail', -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Regis OBERLE Sent: Friday, September 28, 2007 10:39 PM To: User questions and discussions about OTRS.org Subject: [otrs] LDAP auth: Panic! No UserData!!! Hello, I'm trying to get agents synchronized through our Microsoft Active Directory. Login only works for agents which already are in the otrs database. All other agents get the "Panic! No UserData!!!" error message. Reading this, http://lists.otrs.org/pipermail/otrs/2007-January/017528.html, I understand that in fact, data retrieved from LDAP are not inserted in the database as it should. But I really don't know how to correct this. I've tested a lot of params without success. I give you my Config.pm if it can helps. Thank you. Régis ====================== Config.pm ================================= $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'carole.waterair.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Utilisateurs,dc=waterair,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs_ldap,cn=Users,dc=waterair,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'pass'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenname', Lastname => 'sn', Email => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected="selected" for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'carole.waterair.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Utilisateurs,dc=waterair,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs_ldap,cn=Users,dc=waterair,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'pass'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'carole.waterair.com', BaseDN => 'ou=Utilisateurs,dc=waterair,dc=com', SSCOPE => 'sub', UserDN =>'cn=otrs_ldap,cn=Users,dc=waterair,dc=com', UserPw => 'pass', #SourceCharset => 'iso-8859-1', #DestCharset => 'utf-8', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/

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different unlock times for different priorities
by Buechling, Thomas 08 Oct '07

08 Oct '07

Hallo! I want to unlock tickets after a certain time without activity ( when the supporter is not at work for example ). But for different Priorities this sould be done with different times. An important Ticket should be unlocked within an hour, while an other ticket can wait for one or two days. I could create different Queues with different unlock times, but for me thats not a solution ( priority filed would be useless ) I thought this could be made with the help of the GenericAgent # otrs\Kernel\Config\GenericAgent.pm 'release' => { # get all tickets with these properties Locks => ['lock'], Priorities => ['3 normal'], WorkingTime => 360, # new ticket properties (no option is required, # use just the options which should be changed!) New => { Note => { From => 'Reminder Admin', Subject => 'Reminder Notification', Body => 'The working time of this ticket has been reached!', }, Lock => 'unlock', }, }, but "WorkingTime" does not seem to be the right Option.. I could use TicketPendingTimeOlderMinutes => 10, or TicketCreateTimeOlderMinutes => 60, but TicketWorkingTimeOlderMinutes does not seem to work: All locked Tickets get unlocked and the Notification is sent. What's the right Attribute to Set!? Or does anyone see a different solution? Thank You! Freundliche Grüße i. A. Thomas Büchling Praktikant / IT-Services Tel +49 (0)561/ 4991 -125 Fax +49 (0)561/ 4991 -93125 thomas_buechling(a)rudolph-log.de http://www.rudolph-log.de http://www.logeon.net -------------------------------------- Rudolph Logistik Gruppe -------------------------------------- Rudolph Holding GmbH Harzweg 10 D 34225 Baunatal Amtsgericht Kassel HRB 6548 Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten Rudolph, Peter Malkomeß ------------------------------------- Abonnieren Sie unseren Newsletter RudolphREPORT unter http://www.rudolph-log.de/aktuelles/aktuelles.cfm

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Multiple system interaction
by Maurice James Ny 06 Oct '07

06 Oct '07

Does anyone in the group have multiple otrs systems that interact with each other? If so give an example of how it is set up. Currently I have two systems in my enterprise and I was having hell making the two systems share tickets. Originally I had the tickets set up identically except for the system ID example (Ticket# 20071005102127 system ID is 10) and (Ticket 200710051226 system ID is 12). I would create a ticket in one system and send an email to the other system through composing an email from the ticket itself. This would create a new ticket on the other system. (All is well). When I tried to respond to the originating system from the newly generated ticket, instead of appending the original ticket it would create a new ticket. I found that system ID served no purpose. I had to completely change the ticket hook from Ticket# to something like NYTicket# 20071005102127 and LATicket# 200710051226. Only after this change could I append tickets back and forth between both systems. If any one knows of a better more efficient way to have multiple systems interact with each other, please feel free to lay it out

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SysConfig Admin section not actually changing anything
by Marius Flage 05 Oct '07

05 Oct '07

Hi there I'm using debian as my distro and therefore using the debian package of otrs2. When trying to alter different settings by using the SysConfig option under Admin, the changes don't replicate in the system. I have tried restarting the web server, but this doesn't work either. Where are these changes saved? In the database or in some flat file? How can I see these changes? And another thing, every time I try to alter the Config.pm file I have to restart the web server, if I don't I get a pretty nasty error on the web interface, no matter what I try to do. Why? - Marius

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Ticket# in Subject
by sharif islam 05 Oct '07

05 Oct '07

Hi, I want to modify the subject line in the automated and follow up responses. I know when I reply, I can manually change it. But I was wondering if this can be changed system wide. Re: [Ticket#2007100410000201] Computer is broken to Re: Computer is broken --sharif

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webmail module won't display new messages
by Mark Nernberg 05 Oct '07

05 Oct '07

This is a repost, as there has been no positive response. I have a new deployment of OTRS 2.2.3 I've also deployed the OTRS Webmail client (v. 0.11.2). The Webmail client is disfunctional. The INBOX and other mailboxes work correctly. I can send mail with no problem, also. But, when clicking on a message to display it, I get the OTRS screen, and a "View" menu (with back/reply/reply-all/plain/delete), and a small grey area marked "options", but the message never displays. If someone would like, I'll include a screenshot. There are no apparent errors showing in my Apache error log, nor in the system message log. Advice, anyone? -- Mark J. Nernberg

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