November 2007 - otrs - OTRS mailing lists

Company tickets
by Wood, Mark 12 Nov '07

12 Nov '07

All, I am getting ready to roll out OTRS as a company wide IT ticketing solution. I have it set up successfully for all 150 users being authenticated via LDAP to Active Directory. I would like to enable Company Tickets view from the customer login so each user can see all 150 other users in the queue. I have viewed the documentation on creating additional customer ids for each additional customer. But that seems terribly inefficient to add all 150 users to each AD user. Any help on this? Thanks, Mark Wood IT Systems Architect woodm(a)osborn-barr.com (314) 746-1994 DIRECT OSBORN & BARR COMMUNICATIONS U.S : ST. LOUIS * DES MOINES * KANSAS CITY CANADA : GUELPH * WINNIPEG One North Brentwood Eighth Floor St. Louis, Missouri 63105 (888) BELIEF-2, (314) 726-3429 FAX www.osborn-barr.com We create belief(r)

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Fwd: can not login in after install
by DataForce CRM 12 Nov '07

12 Nov '07

Ubuntu gutsy Mysql I have reinstalled and still get this error. I have installed on Ubuntu Gutsy server and went thru the installer.pl. I am then told to login using root@localhost as url. When I click on the given url I get an error. that says otrs@localhost password no. i do not get a login screen this error is caused by clicking on the url in the last page of the installer.pl form. Please advise if you can. JR final page of installer.pl: Start page: http://support.dataforcecrm.com/otrs/index.pl User: root@localhost Password: root Have a lot of fun! Your OTRS Team Error on clicking on above url. [ OTRS ] Sat Nov 10 12:18:40 2007 Error: Access denied for user 'otrs'@'localhost' (using password: NO) Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Sat Nov 10 12:18:40 2007 Message: Access denied for user 'otrs'@'localhost' (using password: NO) Traceback (4190): Module: Kernel::System::DB::new (v1.57) Line: 172 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17.2.1) Line: 145 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 -- Thank you, Jim Romano DataForceCRM.com 214-717-5508 For customer support visit http://www.dataforcecrm.com for Wiki, Forums, Live Chat, Documentation support(a)dataforcecrm.com

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two problems with LDAP authentication
by Daniele 12 Nov '07

12 Nov '07

I updated otrs from 2.0.4 to 2.2.3 yesterday on my debian server. I didn't change the db. I am still using the previous installation mySQL db. Today, if I use internal DB authentication I can get inside my OTRS as admin and all is fine. But, if I change my kernel/config.pm to use LDAP authentication, I get the following two problems. 1st. I no longer can get in as DB admin, I MUST use a different admin account from MS AD. 2nd. I no longer can get/see the edit field to enter user names on the left side of the [ User Management ] area of the admin > [ User ] section Can someone help me, please? Thank you in advance. Daniele

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Lock conditions
by Kalkhoven Julien 12 Nov '07

12 Nov '07

Hi, What are the conditions that do a ticket to be locked? Best regards / Cordialement, Julien KALKHOVEN QuantHouse Customer Care Tél: 01 55 07 24 16 msn: jkalkhoven(a)hotmail.fr

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Re: [otrs] Counting responses used
by Tabitha Stang 12 Nov '07

12 Nov '07

Hi Gabriele, Thanks so much for this! Unfortunately it doesn't seem possible to actually find out the name of the response used for an article sent by an agent, or am I somehow misunderstanding the tables? Thanks again! Tabitha ============================================= Date: Wed, 7 Nov 2007 14:56:42 +0100 From: "Gabriele D'Andrea" <gabriele.dandrea(a)ecohmedia.com> Subject: Re: [otrs] Counting responses used To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> You have got to query the database directly to do this. First you got to understand the database structure Take a look at ftp://ftp2.otrs.org/pub/otrs/misc/otrs-2.0-database.png As a quick suggestion, you could point attention to the article table: here you find the different notes, replies etc. that compose a ticket, in the same table, the a_to filed contains the addressee of your replies. Hope this helps Gabriele ----- Original Message ----- From: Tabitha Stang To: 'User questions and discussions about OTRS.org' Sent: Wednesday, November 07, 2007 2:11 PM Subject: [otrs] Counting responses used Hi, My company would like to see how many incoming contacts we answer with each of our responses. I don't see this possibility under "Stats" or "Search". Does anyone have a solution or a good workaround for this? Thanks so much! Tabitha Stang ---------------------------------------------------------------------------- -- _______________________________________________ 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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Manual OTRS Installation on Win32
by Harry Cruz 12 Nov '07

12 Nov '07

Hello, you all! Do you know where I could get some detailed information on how to install OTRS in a already running server. I've initially installed on a test server, using a Debian distro. But now the system must go into production to a windows 2003 server, which has got its own apache2, supporting Subversion . I'd like to get OTRS running without getting into trouble with my CIO. Any help is appreciated, Harry Cruz

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Localization again
by Andrej Šimko 12 Nov '07

12 Nov '07

Hello everybody Auto Response Management doesn't reflect language alteration. (E.g. when current language is changed in Preferences, Auto Response messages remain the same). In case of multinational communication that fact is not too reasonable matter. Does exist possibility of the Auto Response Management localization? And my second question is if there is a possibility for Customer interface to add "-" to listbox for status types, and how can I do it. Thank you very much. Andy

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Subfields in OTRS
by Simon Adams 09 Nov '07

09 Nov '07

Hi chaps, I'm using OTRS version 2.2.3 and configuring it to meet our needs. My main issue at the moment is regarding, what I would call, subfields. What I've done is to use TicketFreeText1 as 'TicketType' and then TicketFreeText2 as 'SubTicketType'. For example, for an IT helpdesk for a company, you might have TicketTypes 'Network Connectivity' and 'Printer Support'. Now, you would obviously want the SubTicketTypes to be dependant on what is selected for TicketType. Is there any way to get OTRS to filter what is show in the TicketFreeText2 input box dependant on whats in TicketFreeText1? Ideally I would also then like to add 'FaultType' that is dependant on 'SubTicketType' and 'SubFaultType', which is dependant on 'FaultType'. So: TicketType --> SubTicketType --> FaultType --> SubFaultType Many thanks in advance, Simon Adams Parallel - Third time winner of Network Professional of the Year ************************************************************************ ********* Privileged/Confidential Information may be contained in this message. If you are not the addressee indicated in this message (or responsible for delivery of the message to such person), you may not copy or deliver this message to anyone. In such case, you should destroy this message and kindly notify the sender by reply email. Please advise immediately if you or your employer do not consent to Internet email for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of Parallel shall be understood as neither given nor endorsed by it. Unless agreed otherwise by way of a signed agreement, any business conducted by Parallel shall be subject to its Standard Terms and Conditions, which are available upon request. ************************************************************************ ********

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Mail loop caused by corrupted agent address
by Obee, Daniel 09 Nov '07

09 Nov '07

Hi all. As described in http://bugs.otrs.org/show_bug.cgi?id=2488, a corrupt agent mail address causes a huge mail loop. The mailer demon reply is interpreted as followup mail and triggers a new notification to the agent. There should be a tool that recognizes failed sends to agents and prevent the system of sending any more mails. Meanwhile we really do need a proper workaround (PostMaster Filter?) since the problem causes critical impact on the system. Any ideas? Can't imagine I'm the only one who encountered that struggle... Viele Grüße/Best wishes Daniel Obée Project Manager CS/Service Development Jamba! GmbH

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Survey module : is there some manual, howto or informations somewhere about it ?
by Laurent Minost 09 Nov '07

09 Nov '07

Hi, I think all is in the subject :) How do we use this module please ? I have it installed on my OTRS 2.2.3 but don't know how to clearly and precisely use it. It could be useful but searching otrs.org/mailing list archives and Google did not lead me to any clear documentations, howto or informations about it :( So if someone use it or if any OTRS dev could paste us a little how-to here or do a FAQ article, I think it will help a few people by now and in the future. Thanks by advance. Best regards, Laurent MINOST

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