May 2007 - otrs - OTRS mailing lists

RE: [otrs] Reject emails
by Salvador Manzo 16 May '07

16 May '07

How do you plan on determining what a valid ticket number is? Will you NOT be allowing generation of new tickets via email? You may be able to do something with a generic agent checking the subject lines of new messages for the ticket number regex on a regular basis, but considering accepting new tickets via email is a core feature, you may have a rough road ahead to disable that function while still allowing notifications and the like. -----Original Message----- From: "Maurice James Ny" <maurice.james(a)verizon.net> To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> Sent: 2007-05-15 18:41 Subject: [otrs] Reject emails Can some one please tell me how to auto reject emails that do not contain valid ticket numbers? Please!! I've been asking this question for months. Anyone

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Reject emails
by Maurice James Ny 16 May '07

16 May '07

Can some one please tell me how to auto reject emails that do not contain valid ticket numbers? Please!! I've been asking this question for months. Anyone

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Customer id's?
by Mike Dent 16 May '07

16 May '07

Hi, is it possible to have the customer ID's automatically incremented when adding a customer? I'd like mine to all start at UBE00001 and for each customer increment 1. Thanks Mike

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Tickets between two OTRS systems
by Sven Wilhelm 16 May '07

16 May '07

Hi, is it anyway possible to pipe tickets from one otrs system into another having two different kind of numbering schemas? use case: a support team has to send requests to an external support team also working with otrs. I like to manage this requests the same way as requests from customers. regards sven

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Cron jobs creating error email? - GenericAgent.pl & UnlockTickets
by Mike Dent 15 May '07

15 May '07

Hi, since I installed the cron jobs for user OTRS, I am now getting several emails with an error in them. the error is:- DBI::db=HASH(0x871f038)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 223, <PRODUCT> line 4. The jobs which I am seeing the error from up to now are:- Cron <otrs@rt3> $HOME/bin/GenericAgent.pl -c db >> /dev/null Cron <otrs@rt3> $HOME/bin/GenericAgent.pl >> /dev/null Cron <otrs@rt3> $HOME/bin/UnlockTickets.pl --timeout >> /dev/null OTRS 2.1.7, CGI and Ubuntu 6.10. Are these anything to worry about? Can I stop them. thanks Mike

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Date format in OTRS
by Mike Dent 15 May '07

15 May '07

Hi, where is the best place to configure the date setting in OTRS? Currently it is showing:- Created: 05/10/2007 23:46:46 Which is not correct for the UK. It should be 10/05/2007 . Many thanks Mike

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Integrating with Active Directory
by Chris McGinnis 15 May '07

15 May '07

I'm new to OTRS and would like to have our customer list in OTRS pull data from our Active Directory setup. I'm running OTRS 2.1 and have a Windows 2003 and Windows 2000 server running Active Directory. When I do a search for customers I never get any results. I have used the ldp.exe utility with Windows to verify that I can access the LDAP tree using the username/password below. Any guidance or examples would help. I'm definitely not a LDAP or OTRS expert :( Here is what I have added to my Config.pm: # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP FNB', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '192.168.1.2', # ldap base dn BaseDN => 'DC=amaru,DC=local', # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=otrs otrs,OU=Information Technology,OU=Full Access,OU=test-users,DC=amaru,DC=local', UserPw => 'tickets', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; ____________________________________________________________________________________Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase. http://farechase.yahoo.com/

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RE: [otrs] Users / Groups - Permissions - Concept
by Nathan Campbell 15 May '07

15 May '07

As far as I know, the system does not allow literal sub-queues, but you can create all of those queues and using the filters and user group / queue permissions you can accomplish this easily. I'm sure lots of sites are doing similar implementations. The permissions can be setup so only assigned queues are visible to particular users. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of joey Sent: Tuesday, May 15, 2007 11:37 AM To: otrs(a)otrs.org Subject: [otrs] Users / Groups - Permissions - Concept Hey there, this is what we need: Raw-Queue | ------------------------------------------- | | | | | CustomerA CustomerB CustomerC Internal CustomerX | | | | | | X Y Z A B C in words: raw Queue: The Queue where the mails come in. This needs to be managed by the 1st-level group. There should be filters configured to automatically sort out spam etc. The users in the 1st-level group should be the only one that are allowed to move tickets in the specific queues. They should be able to move them either in the Main-Queues (CustomerA, CustomerB, Internal etc) if they don't really know if its "X,Y or Z" (this may be "Incidident", "Request" or whatever), or if the ticket is clear, sort them directly into the "X, Y or Z" sub-queues. main queues: These queues (CustomerA,CustomerB,Internal etc) needs to be managed by other groups which users have deeper knowledge of CustomerA, B etc. The thing should be done with ticket in these queues is to sort them in the sub-queues. One shoud not start working on the tickets in these queues. sub-queus: This is where the work on a ticket should start by a group of users. - The 1st-Level-Team should see all Queues. - The Main-Queue-Teams should only see the specific main-queue and the sub-queues of it. - The Sub-Queue-Teams should only see the specific sub-queue. Sorry for my Englisch... hopefully it's clear anyway. Any idea of this could be realized? :) greetings and thanks in advance, joey _______________________________________________ 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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RE: [otrs] Users / Groups - Permissions - Concept
by Nathan Campbell 15 May '07

15 May '07

Well there you go - he can do exactly what he wants then. I never had need for sub-queues so I suppose that's why I missed that in the docs. Thanks, Nathan Campbell -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, May 15, 2007 12:17 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Users / Groups - Permissions - Concept Nathan Campbell wrote: > As far as I know, the system does not allow literal sub-queues, but you > can create all of those queues and using the filters and user group / > queue permissions you can accomplish this easily. According to the docs sub queues *are* implemented: "You can specify the name and the group who should use the queue and if you want the new queue to be a sub queue of another already existing queue." http://doc.otrs.org/2.1/en/html/x841.html Nils Breunese. _______________________________________________ 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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interne Tickets im Customer Interface sichtbar (Teilen)
by Bernhard Mandera 15 May '07

15 May '07

Hallo, wir setzen OTRS 2.1.5 ein. Folgendes ist uns aufgefallen, was nicht richtig sein kann. Wird ein Ticket durch teilen erstellt und wird anschließend eine interne Mail verschickt, so sehen Kunden, die das Ticket sich im CustomerInterface anschauen (und die entsprechenden Berechtigung=customer_id haben) als erstes das interne Ticket, obwohl sie ja nur externe Artikeltypen sehen dürften. In der DB sieht es so aus: +--------+-----------+-----------------+ | id | ticket_id | article_type_id | +--------+-----------+-----------------+ | 107099 | 8479 | 5 | | 107100 | 8479 | 2 | | 107101 | 8479 | 2 | +--------+-----------+-----------------+ (Der Kunde sieht als erstes im CustomerInterface id 107101). Noch etwas ist uns aufgefallen, das wir auch für einen Bug halten, dass aber nicht so ins Gewicht fällt: Wenn ein Kunde im CustomerInterface ein Ticket sich anschaut, sieht er alle Artikel vom Type external. Soweit auch richtig. Manipuliert man die URL aber und ersetzt die angezeigte "externe" Artikel-ID durch eine "interne" Artikel-Id vom selben Ticket, so sieht der Kunde auch diese. Hier wäre es doch richtiger eine Fehlermeldung zu bringen. Mit freundlichen Grüßen, B. Mandera

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