February 2007 - otrs - OTRS mailing lists

Help needed on parameters
by Ramziddin Artykov 03 Feb '07

03 Feb '07

Hi guys I have got a following problem: when a customer gets a notification about the new state of his /her ticket FOR EXAMPLE *** THIS IS JUST A NOTE *** The state of your ticket "2007020110000016" has been changed by "ali ali" to "open". http://yourhost.example.com/otrs/customer.pl?Action=CustomerZoom&TicketID=41 Your OTRS Notification Master *** THIS IS JUST A NOTE *** I want instead of yourhost.example.com it writes the login page for customer web interface something like: otrs.(companyname).com Is that possible. Regards Ramziddin

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Help needed on Initial owner of the ticket
by Ramziddin Artykov 03 Feb '07

03 Feb '07

Hi guys Does anybody know why when a customer creates a new ticket the initial owner of the ticket is the main admin root@localhost? Maybe some of my notification related problems come out of this thing. Does anybody know how to configure the otrs so that initial owner is not the root@localhost but the user that is responsible for queue the ticket sent to? Regards Ramziddin

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RE: [otrs] SMTP Authnetication Failed
by Dave Wojciechowski 03 Feb '07

03 Feb '07

Hello, I'm on an exchange server as well are you using your domain in the username for example {username}@{domain} ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Amit Jain Sent: Friday, February 02, 2007 7:22 AM To: otrs(a)otrs.org Subject: [otrs] SMTP Authnetication Failed Hello, I want to configure the exchange server for my organization with OTRS. I have added to host server for the exchange server in smtp and pop3 settings and also the username and password. When I try to email a ticket from Admin I get a syslog SMTP authentication failed! Enable debug for more info! When I try to telnet my exchange server I am able to it successfully. Also with the username and password provided, I can check my mails in outlook. [root@localhost otrs]# telnet 64.78.21.163 25 Trying 64.78.21.163... Connected to 64.78.21.163. Escape character is '^]'. 220 mis011.exch011.intermedia.net Microsoft ESMTP MAIL Service, Version: 6.0.3790.1830 ready at Fri, 2 Feb 2007 03:57:53 -0800 451 Timeout waiting for client input Connection closed by foreign host. Please advice on which configure settings I am missing. Also, I am unable to log the logs into file, default is set to syslog. Regards, Amit Jain

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How to disable customers from changing ticket priority
by OTRS 88 03 Feb '07

03 Feb '07

In older versions of OTRS there was a parameter called CustomerPriority that you could set to 1 or 0 to allow or disallow customers to change the priority of their tickets. Now that CustomerPriority is not longer around, how is that feature accessed? In other words, how do I make a change to allow/disallow customers from changing their ticket priorities?

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New entry for customers
by Alessandro Paiusco 02 Feb '07

02 Feb '07

HI, is it (and how...) possibile add a new entry for any customer, such as phone number or address? *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Paiusco Alessandro Infonet Srl _ (o)_ //\ V_/_ Save a tree: please do not print this e-mail unless you really need to *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-*

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SMTP Authnetication Failed
by Amit Jain 02 Feb '07

02 Feb '07

Hello, I want to configure the exchange server for my organization with OTRS. I have added to host server for the exchange server in smtp and pop3 settings and also the username and password. When I try to email a ticket from Admin I get a syslog SMTP authentication failed! Enable debug for more info! When I try to telnet my exchange server I am able to it successfully. Also with the username and password provided, I can check my mails in outlook. [root@localhost otrs]# telnet 64.78.21.163 25 Trying 64.78.21.163... Connected to 64.78.21.163. Escape character is '^]'. 220 mis011.exch011.intermedia.net Microsoft ESMTP MAIL Service, Version: 6.0.3790.1830 ready at Fri, 2 Feb 2007 03:57:53 -0800 451 Timeout waiting for client input Connection closed by foreign host. Please advice on which configure settings I am missing. Also, I am unable to log the logs into file, default is set to syslog. Regards, Amit Jain

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POP3 settings
by Amit Jain 02 Feb '07

02 Feb '07

Dear all, Should my outlook host should be the host on the POP3 account settings and my username/password as the $Self->{'SendmailModule::AuthUser'} and $Self->{'SendmailModule::AuthPassword'} respectively to receive the tickets in email accounts. Please reply as this very urgent. Regards, Amit Jain

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RE: [otrs] Forwarding Email Generated Tickets to Technical staff.
by Dave Wojciechowski 02 Feb '07

02 Feb '07

No idea if this will work but I saw an option to turn off html to txt in the postmaster settings maybe that will do the trick for you. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Janet Post Sent: Tuesday, January 30, 2007 12:30 PM To: User questions and discussions about OTRS.org Subject: [otrs] Forwarding Email Generated Tickets to Technical staff. Hello everyone, I have just implemented otrs at my organization, but it is not working out quite the way I need it to and I am hoping someone here can help. We receive tickets from an external call center by email, usually in HTML format with screen shots to help clarify problems to our technical staff. OTRS needs to take this email, generate a ticket number to tack onto the subject, and than forward the email unchanged to our technicians via email. So far, the best I can do to forward the email is to send notifications that there is a new ticket and set the <OTRS_CUSTOMER_EMAIL[2000]> to a very high number of lines, (like 2000). This does not forward the html email, but rather changes it to text which badly mangles charts and tables and does not include any graphics. Is there a way to fix this problem? Janet Post _______________________________________________ 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 orr consulting for your OTRS system? =http://www.otrs.com/

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Backup.pl script Rotation feature doesn't work
by Mike Morris 02 Feb '07

02 Feb '07

I'm using the "backup.pl" script, which works fine and is a big help. >From looking at the code it's clear that the "-r XX" option is intended to "rotate", or delete old, backups. I'm using the suggested "-r 30" setting, but a couple of months into it, I have 60 backups, not 30 :-) I took a look at the section that decides whether or not to delete a dir, and it looks to me like maybe it used to use only a date string for directory names, and now uses date_time... because the pattern matching doesn't allow for the time portion. Anyway, a quick test... I renamed an old directory from: 2006-12-15_01-00 to just 2006-12-15 and running "backup.pl -r 30 ..." deleted the directory as advertised. I'm not able to take the time at the moment to fix this... but thought I would document it for others, and maybe someone will come up with a fix before I have the time to look at it... say, about 3 -- 6 months :-) Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Quote: Parachute for sale, cheap. Only used once, never opened. Slightly soiled. ------------------------------------

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LDAP and AD
by Udell-Eric 01 Feb '07

01 Feb '07

I'm also trying to get my OTRS windows installation to connect to AD. I wasn't really able to figure out the config setup in OTRS ( it's almost unusably slow on my system... ) so I've been trying to work out how to add LDAP authentication to my config.pm. It looks like it's working, (I have no errors in the apache error.log, nor do I get an error accessing customer.pl ) but I can't log in and when I'm logged on as a user I can't pull up any customer list. Here's the config.pm I've been using: # Authmodule information # $self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $self->{'AuthModule::LDAP::Host'} = '192.168.42.245'; $self->{'AuthModule::LDAP::BaseDN'} = 'dc=bocc, DC=monroecounty-fl, dc=gov'; $self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs helpdesk, CN=users, dc=bocc, DC=monroecounty-fl, dc=gov'; $self->{'AuthModule::LDAP::SearchUserPW'} = 'password'; # Customer Authentication # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.42.245'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'cn=users, dc=bocc, DC=monroecounty-fl, dc=gov'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs helpdesk, cn=users, dc=bocc DC=monroecounty-fl,dc=gov'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; # Get Customer Information # $Self->{CustomerUser} = { Name =>'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '192.168.42.245', BaseDN => 'DC=monroecounty-fl,dc=gov', SSCOPE => 'sub', UserDN => 'CN=otrs helpdesk, cn=users, dc=bocc, DC=monroecounty-fl, dc=gov', UserPw => 'password', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], 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' ], ], }; Any help welcome. Thanks, Eric Udell Technical Services Monroe County BOCC 305-289-2504

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