June 2007 - otrs - OTRS mailing lists

apply manual config settings
by Gabriele D'Andrea 08 Jun '07

08 Jun '07

What should I do in oreder to apply new configurations settings when I change some config file manually? I'm running OTRS 2.1 on a Debian system Thanks a lot -- Gabriele D'Andrea

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Betr.: RE: [otrs] NewTicketReject.pm
by Kevin Loyens 08 Jun '07

08 Jun '07

Hello, I want only to let the filter to update tickets and other mail should be left alone. Is that possible ? Thanks, Kevin >>> "Maurice James Ny" <maurice.james(a)verizon.net> 7/06/2007 13:09 >>> Have you gotten it to work? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Torsten Thau Sent: Wednesday, June 06, 2007 2:39 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] NewTicketReject.pm -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, Maurice James Ny schrieb: > What is NewTicketReject.pm used for? Its located in > /opt/otrs/Kernel/System/Filter/ > How do I use it? search for it in SysConfig and you'll probably find an entry in Ticket - -> Core::PostMaster: "PostMaster::PreFilterModule###3-NewTicketReject: Block all incoming emails without valid ticket number in subject with From: @example.com address." bye, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFGZlZ2vXo8m5PgoXQRAguHAJ91G5URlluMdXO9r76orl9ZTne7igCbB8Rc zHUfj4JSyjUq1/Lzo7xxhGM= =d5/E -----END PGP SIGNATURE----- _______________________________________________ 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/ _______________________________________________ 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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Implementation of otrs
by Talineau, Benoit 08 Jun '07

08 Jun '07

Hi, I'm working on a CRM project and my boss asked me to verify if otrs could be the solution for handling mail and phone request. I would like to know what could be difficult to implement otrs in my company. What should be done? On which point should I be vigilant? I have read the documentation but some point are still blur. Thanks for your help. ______________________________ <<Picture (Metafile)>> Benoit Talineau Alliance Project Assistant NEC Computers SAS Angers ' +33(0) 2 41 36 70 98 * Benoit.Talineau(a)nec-computers.com

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ORTS, LDAP and AD groups
by Matthew Joyce 08 Jun '07

08 Jun '07

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

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WebWatcher Use?
by Tequila Schramm 07 Jun '07

07 Jun '07

Does anyone know how to work the webwatcher with OTRS. I'm using Fedora as my host.

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Can't save changes to core framework
by Tequila Schramm 07 Jun '07

07 Jun '07

Hi, In the core frame, when I make changes to the FQDN, AdminEmail and Organization fields and click up, everything goes back to default and my changes are not saved. Anyone have any idea why? Kind Regards, Tequila Schramm Network Administrator MacGregor Golf Company 229-420-7106

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NewTicketReject.pm
by Maurice James Ny 07 Jun '07

07 Jun '07

What is NewTicketReject.pm used for? Its located in /opt/otrs/Kernel/System/Filter/ How do I use it?

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Agents adding tickets
by jim＠because.org.uk 07 Jun '07

07 Jun '07

Hi all, I'm pretty new to this OTRS, and I can't find a way of agents adding tickets on behalf of customers - can this be done? In order to get this system accepted by our users, I want to use it initially as something to log phone requests etc... thanks in advance Jim Potter Bristol UK ---------------------------------------------------------------------------------------- Brislington Enterprise College Mail System This e-mail and any attachements are intended solely for the use of the individual to whom it is addressed. Any views or opinions presented are solely those of the author and do not necessarily represent those of Brislington Enterprise College. If you are not the intended recipient, be advised that you have received this e-mail in error and that any use, dissemination, forwarding, printing, or copying of this e-mail is strictly prohibited. If you have received this e-mail in error please contact the sender. As internet communications are not secure, we do not accept legal responsibility for the contents of this message nor for any changes made after it was sent by the original sender. For information about Brislington Enterprise College, please visit http://www.because.org.uk -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

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How to close all child tickets
by Орлов Олег 06 Jun '07

06 Jun '07

HI For example, some ticket has few child tickets (made by child-parent links) How to make auto-closing all child tickets when parent of all tickets is closing? Орлов Олег <oo(a)nio.ru>

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Re: [otrs] State: Response
by Gustavo Azambuja 06 Jun '07

06 Jun '07

ok, I could do!! you have add a new state, ex: "response", now, in sysconfig, change the state in "Ticket::DefaultNextComposeType" to "response". Now, in Postmaster filter, create one filter with Subject = .*Ticket.* then X-ORTS-State = open end. now you have two state, one for open tickets without response for customer (response) and one state (open) to tickets with response of customer. -- Saludos, Gustavo Azambuja Linux User: 275813 ----------------------------- Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando Software Libre y auditable. This message doesn't contain viruses, because it has been created with Linux, using auditable Free Software. http://es.wikipedia.org/wiki/Linux_No_Virus_Mail -----------------------------

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