June 2007 - otrs - OTRS mailing lists

Re: Re: [otrs] Command line query
by Partington, Eric 12 Jun '07

12 Jun '07

>n Tuesday 12 June 2007 19:19:53 Partington, Eric wrote: >> I understand that you can create tickets via the customer interface/ >> the admin interface and via email... is there a way to create a ticket >> via a command line interface? >I'm doing this using a shell-script that sends a mail to a given address >and puts some entries into the mail header, so that the mail goes directly >into the desired queue. >Regards, Elias P. Thanks for the speedy response. That will work perfectly for what I want. An extension to that question would then be, is there a way to script (either by sql or other means) what happens once that ticket is created in the queue? Here is the background... Two external databases, one as Ip and vulnerabilities ,the other has IP and owner email addresses. First step is to create a ticket with the vulnerabilities for the IP (accomplished with your scripting idea). Once the ticket is created in the queue, query the second database and locate the owner of the IP and add him/her as the contact for the ticket and send an email notification out with the relevant vulnerabilities and possibly move the ticket to another queue if successful or not. (sounds like Sirios would handle this but no documentation in English for this yet:( ). Eric _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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Command line query
by Partington, Eric 12 Jun '07

12 Jun '07

I am very interested in using OTRS and possibly ITSM as a ticketing/ workflow management utility to remove many of the manual processes we currently use. I have a few questions that I would like answers for to help make a decision on what to use: I understand that you can create tickets via the customer interface/ the admin interface and via email... is there a way to create a ticket via a commandline interface? -What I am trying to do is create tickets based on sql queries of an external database that changes on a weekly basis. Once the information has been extracted from the external DB I would like to create a ticket for each one and insert it into a preliminary queue in OTRS. I have been investigating RT as well and am intrigued by the scip functionality they use. Is there the ability to run a similar event when a ticket moves into or leaves a queue automatically? I have read that the ITSM manual isn't complete yet, hopefully once that comes out I will be able to RTFM and solve these questions by myself, but until then does anyone have any suggestions. Thanks Eric _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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Stats View - Close Date
by Jodi Lowe 12 Jun '07

12 Jun '07

Hi, I've setup a Stat to show how many tickets have been closed per Q per Agent. I am able to select the Agents I want to include, the Q's I wish to see and the between Dates to include in the search. However no matter what date I select as the from date it's completely ignored and uses the default date set when the Stat was edited. The only way I can select a new date is to edit the Stat and change the closed date. Does anyone know how to correct this problem in the Stats? I've been considering writing my own PHP & Database queries to pull stats, but haven't had time. The stats tool seems much easier to use, if I could get the date working. Cheers, *********************************************************************************** This e-mail may constitute privileged information. If you are not the intended recipient, you have received this confidential email and any attachments transmitted with it in error and you must not disclose, copy, circulate or in any other way use or rely on its information. The contents of this email are those of the individual and do not necessarily represent the views of the company. The company does not conclude contracts by email and all negotiations are subject to contract. ************************************************************************************

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Fw: [otrs] I meant TicketFreeText TicketFreeTime
by Gabriele D'Andrea 12 Jun '07

12 Jun '07

Well, I meant TicketFreeText and TicketFreeTime... ----- Original Message ----- From: Gabriele D'Andrea To: User questions and discussions about OTRS.org Sent: Tuesday, June 12, 2007 5:41 PM Subject: [otrs] ArticleFreeText & ArticleFreeTime Hi, can somebody explain me the purpose and use of ArticleFreeText and ArtcileFreeTime? -- Gabriele D'Andrea -------------------------------------------------------------------------------- _______________________________________________ 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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Send outside mail
by Trasschaert Karl 12 Jun '07

12 Jun '07

Hi everybody, I'm new with otrs. We have installed otrs sinds one week and starting to test it. before today, it was working correctly, we can send e-mail to otrs and it create ticket etc.... but sinds today, otrs cannot send outside e-mail. Otrs is configured to get and send mail from our exchange server. If i create a ticket with the customer interface, it send notification to the users (technicians) but not to the customers. Whe have the error "Can't send to: email(a)adress.be! Enable debug for more info!" i've tested to connect to the exchange account with my outlook and i can send e-mail with no problem... does anyone have a idea what can be wrong?? If you need more info ask me. Thanks in advance. Karl _________________________________________________________________ Découvrez Windows Live Hotmail, l'expérience ultime de messagerie en ligne! http://get.live.com/mail/overview

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ArticleFreeText & ArticleFreeTime
by Gabriele D'Andrea 12 Jun '07

12 Jun '07

Hi, can somebody explain me the purpose and use of ArticleFreeText and ArtcileFreeTime? -- Gabriele D'Andrea

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RE: [otrs] ORTS, LDAP and AD groups
by Greg Horne 12 Jun '07

12 Jun '07

Sorry to hear its going slow. Had fun also with getting it to work using AD. You did not include all of your config for LDAP, so I'll just cover a few general things. Setup a user account that can browse AD's LDAP. (username - OTRS_Account password - whatever) you may want to make it never expire. Setup two groups, one for Customers and one for Agents. Make AD users members of the Customers group. Add AD users to the Agents group that you want to use the system as an agent. Create a user in OTRS and add to the admin group using the same username that you intend to login to AD with. Modify your Config.pm file adding the following to allow agents and customers/users to login using LDAP. Modify for your structure. Taken from my setup, add and modify as needed. Just an example: ############## Start of Config.pm ################ <snip> #we want to use LDAP for Auth $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldap.domain.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domainname,dc=win,dc=domain,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; #The username and password of the user you setup to access LDAP information in AD $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=otrs_helpdesk,OU=Users,OU=OldTown,DC=ot,DC=win,DC=domain,DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'whateverYourPasswordIs'; #We want our Customer/users to Auth using LDAP $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.domain.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'OU=Users,OU=OldTown,DC=ot,DC=win,DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=otrs_helpdesk,OU=Users,OU=OldTown,DC=ot,DC=win,DC=domain,DC=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'whateverYourPasswordIs'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'ldap.domain.com', BaseDN => 'OU=Users,OU=OldTown,DC=domain,DC=win,DC=domain,DC=com', SSCOPE => 'sub', UserDN => 'CN=otrs_helpdesk,OU=Users,OU=OldTown,DC=ot,DC=win,DC=domain,DC=com', UserPw => 'whateverYourPasswordIs', }, CustomerKey => 'sAMAccountName', CustomerID => 'userPrincipalName', CustomerUserListFields => ['displayName', 'userPrincipalName'], CustomerUserSearchFields => ['displayName', 'userPrincipalName'], CustomerUserPostMasterSearchFields => userPrincipalName, CustomerUserNameFields => ['givenName', 'sn'], #the following must map to valid fields in your AD (givenname,sn,sAMAccountName,...) Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'userPrincipalName', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'userPrincipalName', 0, 1, 'var' ], ], }; #OK now lets have our agents use LDAP $Self->{'AuthModule::LDAP::GroupDN'} = 'CN=helpdesk_agents,OU=Groups,OU=OldTown,DC=domain,DC=win,DC=domain,DC=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=helpdesk_customers,OU=Groups,OU=OldTown,DC=domain,DC=win,DC=domain,DC=co m'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login must match your AD) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'userPrincipalName', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; <snip> ##################### End of Config.pm #################### Restart OTRS and try logining in using the username you setup as the admin, but use your AD password. Should work. They login as a customer using the username and password that you put in the customer group in AD. Have Fun GEH -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Matthew Joyce Sent: Thursday, June 07, 2007 9:40 PM To: otrs Subject: [otrs] ORTS, LDAP and AD groups Hi all, I'm having glacial progress with getting otrs (Debian) to authenticate with Active Directory. I've have trawled the archives and I'm still not even sure the setup I'm after can be done. I have a standard structure of OUs Customer and Agent account are distributed throughout the OUs I'd like to put Agents in a group to distinguish then from Customers The login IDs should be their samAccountName Group membership can be derived from the group attribute 'member' which contains users DNs. here's the config... $Self->{'AuthModule::LDAP::UID'} = 'samAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS-Agents,ou=Groups,dc=domain,dc=local'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'distinguishedname'; Looking at the log, it seems membership is being tested using the Login ID and failing. Jun 8 11:37:28 vm-helpdesk OTRS-CGI-10[13668]: [Notice][Kernel::System::Auth::LDAP::Auth] User: mjoyce authentication failed, no LDAP group entry foundGroupDN='cn=OTRS-Agents,ou=Groups,dc=domain,dc=local', Filter='(member=mjoyce)'! (REMOTE_ADDR: x.x.x.x). Have I misunderstood how this authentication process works ? Can anyone advise me ? Thanks Matt _______________________________________________ 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] Frontend::Customer::ModuleRegistration Question
by o o 12 Jun '07

12 Jun '07

Yes, but the problem with that is, I want these users to see all the tickets, but other users to not see all the tickets. John, Mary, and Steve all have the same customer id, and can currently see each other's tickets. But I want John to see everyone's tickets, and Mary/Steve to only see their own tickets. I may have more than one 'admin' per company, and I have multiple companies, so I'm trying to make this as simple as adding people to the right groups. ----- Original Message ---- From: Tequila Troutman <ttroutman8(a)hotmail.com> To: otrs(a)otrs.org Sent: Monday, June 11, 2007 1:47:11 PM Subject: RE: [otrs] Frontend::Customer::ModuleRegistration Question You can use the customer id. If two customers have the same customer id, they can see each other's tickets. If a customer has a customer id specific to only him in his user profile, then he can only see his tickets. You could set up all the users you want access to each other's tickets by giving them the same customer id. >From: o o <bj_5150(a)yahoo.com> >Reply-To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> >To: otrs(a)otrs.org >Subject: [otrs] Frontend::Customer::ModuleRegistration Question >Date: Mon, 11 Jun 2007 13:25:55 -0700 (PDT) > >Was trying to configure my system so that the 'Company Tickets' button was >only available to users of a certain group. I noticed that there is a group >config option when looking at this module via SysConfig. I was hoping that >by creating a group and adding this group to the 'group' field it would >accomplish this. However, this setting doesn't seem to do anything, or at >least it doesn't do what I was hoping to accomplish. Any thoughts on this >would be appreciated. > > > >____________________________________________________________________________________ >Yahoo! oneSearch: Finally, mobile search >that gives answers, not web links. >http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC >_______________________________________________ >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/ _________________________________________________________________ Don’t miss your chance to WIN $10,000 and other great prizes from Microsoft Office Live http://clk.atdmt.com/MRT/go/aub0540003042mrt/direct/01/ _______________________________________________ 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/ ____________________________________________________________________________________ Get the Yahoo! toolbar and be alerted to new email wherever you're surfing. http://new.toolbar.yahoo.com/toolbar/features/mail/index.php

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Scope of ticket-view
by Alexander Scholler 12 Jun '07

12 Jun '07

Hi, we wan't to give our procurement-team a special view to procurement-tickets, which belong all to a special queue. We cannot give this view through customer-webgui, because the ticket-customer is the end-user who requested a procurement. So, the procurement-team has no access to these tickets. (Note that the access through company-ticket is no solution because the procurement-team shall only see tickets from "foreign" customers if they are in the procurement-queue). Granting access as OTRS-agent for the procurement-team could be a solution, giving them RO-permissions only on the procurement-queue. The problem is that then, the whole ticket could be viewed and our IT-stuff cannot exchange IT-internas within OTRS. I now think about writing my own customer-GUI-permission module to provide the procurement-team ticket-RO-access for the customer-GUI if the ticket is in the special queue. Is this an adequate solution? What do you think? Bye, Alex

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How to automatically generate and send passwords for new users?
by o o 11 Jun '07

11 Jun '07

Looking at setting up a ticket system for my consulting company. I have demo setups of both OTRS 2.2beta4 and RT right now. It seems OTRS is a better fit, but I'm looking for a way to implement the new accounts. Currently in my RT setup, when new users create a ticket via e-mail, it sends them the standard new ticket auto reply, but with their username (their e-mail address) and their password (which is generated when the account is created). Is there a way to accomplish the same feat in OTRS? ____________________________________________________________________________________ Looking for a deal? Find great prices on flights and hotels with Yahoo! FareChase. http://farechase.yahoo.com/

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