September 2007 - otrs - OTRS mailing lists

LDAP Authentication using Microsoft Active Directory server
by Robert Aldridge 21 Sep '07

21 Sep '07

Hi folks, First let me say that OTRS appears to be a great product! Kudos to the developers! We are in the process of evaluating our options for a helpdesk/trouble-ticket system. I would really like to give OTRS a good evaluation, but I'm having some problems. Our chosen solution must be able to authenticate users (both agents and customers) via Microsoft Active Directory. It appears that this is possible, but I've yet to have any success. I'll outline the steps I've taken and solicit any input from the community. OTRS is working fine when authenticating against it's own database. Here's what I've done to try to authenticate against AD: I edited Kernel/Config.pm and added: <begin additions to Config.pm> $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'lincoln.tsteel.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Admin,ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'lincoln.tsteel.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Admin,ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPW'} = 'password'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'lincoln.tsteel.com', BaseDN => 'ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com', SSCOPE => 'sub', UserDN => 'cn=OTRS Admin,ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com', UserPW => 'password', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => 'sAMAccountName', 'cn', 'mail', CustomerUserSearchFields => 'sAMAccountName', 'cn', 'mail', CustomerUserPostMasterSearchFields => 'mail', CustomerUserNameFields => 'givenname', 'sn', Map => [ [ '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' ], ], }; <end additions to Config.pm> On my AD box, I ran: ldifde -f users.ldf -d "OU=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com" -r "<objectClass=user>" Which returned a listing of all users in the Tuscaloosa - Sheet Mill org unit. Within the users.ldf file (output from the above command), there's an entry for OTRS Admin: <begin snippet from users.ldf> dn: CN=OTRS,OU=Tuscaloosa - Sheet Mill,DC=tsteel,DC=com changetype: add objectClass: top objectClass: person objectClass: organizationalPerson objectClass: user cn: OTRS sn: Admin givenName: OTRS distinguishedName: CN=OTRS,OU=Tuscaloosa - Sheet Mill,DC=tsteel,DC=com instanceType: 4 whenCreated: 20070920125829.0Z whenChanged: 20070921135825.0Z displayName: OTRS uSNCreated: 8512826 uSNChanged: 8549454 name: OTRS objectGUID:: po7FpWyIxEWWQeiUc9XMwA== userAccountControl: 66048 badPwdCount: 0 codePage: 0 countryCode: 0 badPasswordTime: 128347689772801250 lastLogoff: 0 lastLogon: 128347693211238750 pwdLastSet: 128347667099207500 primaryGroupID: 513 objectSid:: AQUAAAAAAAUVAAAApR5XA/l+DSsgfDsl4xwAAA== accountExpires: 9223372036854775807 logonCount: 0 sAMAccountName: OTRS sAMAccountType: 805306368 userPrincipalName: OTRS(a)tsteel.com objectCategory: CN=Person,CN=Schema,CN=Configuration,DC=tsteel,DC=com dSCorePropagationData: 20070921135825.0Z dSCorePropagationData: 20070921135825.0Z dSCorePropagationData: 20070921135825.0Z dSCorePropagationData: 20070921131751.0Z dSCorePropagationData: 16010108151056.0Z lastLogonTimestamp: 128347680934676250 <end snippet from users.ldf> With this configuration, when I attempt to login as an agent using my username (which I know is valid in AD), it errors out with: Login failed! Your username or password was entered incorrectly. And, when I revert the Config.pm back (so I can log in) and check the system log, I see: User: raldridge authentication failed, no LDAP entry found!BaseDN='ou=Tuscaloosa - Sheet Mill,dc=tsteel,dc=com', Filter='(sAMAccountName=raldridge)', (REMOTE_ADDR: 10.1.1.50). Any help would be greatly appreciated. Thanks, Robert Aldridge

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Adding "Move To Queue" to the Reply window?
by Brian Whalley 21 Sep '07

21 Sep '07

Hi everyone, Thanks for the great product and awesome community support- Really a hit for us. We've discovered a lot of great features through this mailing list that have saved us a lot of time and effort. Is there a way to move a ticket to a new queue while replying to it? We've just discovered Sub-Queues, and have implemented several to help us sort our tickets. It seems that we can only change the queue while "zoomed" on a ticket however, or while using the bulk-action tool. There's no queue dropdown on the Reply page. Is there a way to get this, or to add something to allow us to specify this without needing to go to another screen to click? We are using OTRS 2.1.5. Thank you very much! Brian OurStage.com

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Question about documentation
by Henry Verbeek 21 Sep '07

21 Sep '07

Hi All, I am trying to implement the nl.pm into Otrs but can't find any doc's about it. The website tells me that it is documented but no luck here. Ho can give me an hint or two. Thnx in advance. -- Yours, Henry

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AW: [otrs] Problem with LDAP auth -Need CustomerID!!!
by Pascal Rebsamen 21 Sep '07

21 Sep '07

Hi Kurt, PERFECT, that was the right hint! Thanks for helping me! ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Kurt OConnor Gesendet: Donnerstag, 20. September 2007 18:19 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Problem with LDAP auth -Need CustomerID!!! All right, heres what I see. You set the LDAP Params twice and I didn't need them at all. You need to replace every instance of 'uid' with 'sAMAccountName.' I also had to layout the username differently. Thats just what I see. # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'Active Directory', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'ADServer.domainname.com', BaseDN => 'dc=domainname,dc=com', SSCOPE => 'sub', UserDN => 'cn=ADUsername,ou=users,dc=domainname,dc=com', UserPw => 'password', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # 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', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Kurt O'Connor Linn State Technical College kurt.oconnor(a)linnstate.edu 573-897-5275 ---------------------------------------------------------- ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pascal Rebsamen Sent: Thursday, September 20, 2007 4:52 AM To: User questions and discussions about OTRS.org Subject: [otrs] Problem with LDAP auth -Need CustomerID!!! hi, i'm searching now 3 hrs and can't find the error. i did the setup for ldap auth in the config.pm. The LDAP Auth. works, but after the logon, i receive the following error: Fehler: Need CustomerID!!! Kommentar: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Sep 20 11:42:08 2007 Message: Need CustomerID!!! Traceback (4519): Module: Kernel::Output::HTML::Layout::CustomerError (v1.48) Line: 3308 Module: Kernel::Modules::CustomerTicketOverView::Run (v1.42) Line: 72 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20) Line: 704 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.37) Line: 47 My config: # ######################################################### # CUSTOMER Auth # ######################################################### # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'MeinDC'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=company,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) #$Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; #$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) #$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) # # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'domain\username'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(mail=*)'; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # # ldap host Host => 'meinDC', # # ldap base dn BaseDN => 'ou=company,o=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 => 'domain\user', UserPw => 'meinpassword', # # 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 => '(mail=*)', # # 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 => 'utf-8', # # die if backend can't work, e. g. can't connect to server Die => 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, # # cache time to life in sec. - cache any ldap queris CacheTTL => 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 ], ], };

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Help With Creating/Modifying Tickets
by David Pollard 21 Sep '07

21 Sep '07

I fell into that trap too. Iirc, what you need to do is to associate the SLA to the customer user. IOW, each customer user can have different SLAs linked to them. hth dp

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AW: [otrs] Re: otrs.org down
by Buechling, Thomas 21 Sep '07

21 Sep '07

no the server was down the whole morning.. and i didn't receice mails form the mailing list for about 20 hours... -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Markus Nagel Gesendet: Freitag, 21. September 2007 11:37 An: otrs(a)otrs.org Betreff: [otrs] Re: otrs.org down Perhaps I was a little too unconscious, Now everything works again Markus Nagel schrieb: > Hello folks, > I try to take a look at otrs.org or its subdomains, but nothing happens. > Although I can ping it. > Is there a problem wit the webserver? > Regards > > Markus Nagel > > _______________________________________________ > 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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otrs.org down
by Markus Nagel 21 Sep '07

21 Sep '07

Hello folks, I try to take a look at otrs.org or its subdomains, but nothing happens. Although I can ping it. Is there a problem wit the webserver? Regards Markus Nagel

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Problem with LDAP auth -Need CustomerID!!!
by Pascal Rebsamen 20 Sep '07

20 Sep '07

hi, i'm searching now 3 hrs and can't find the error. i did the setup for ldap auth in the config.pm. The LDAP Auth. works, but after the logon, i receive the following error: Fehler: Need CustomerID!!! Kommentar: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Sep 20 11:42:08 2007 Message: Need CustomerID!!! Traceback (4519): Module: Kernel::Output::HTML::Layout::CustomerError (v1.48) Line: 3308 Module: Kernel::Modules::CustomerTicketOverView::Run (v1.42) Line: 72 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.20) Line: 704 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.37) Line: 47 My config: # ######################################################### # CUSTOMER Auth # ######################################################### # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'MeinDC'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=company,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) #$Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=posixGroups,dc=example,dc=com'; #$Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) #$Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) # # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'domain\username'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(mail=*)'; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # # ldap host Host => 'meinDC', # # ldap base dn BaseDN => 'ou=company,o=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 => 'domain\user', UserPw => 'meinpassword', # # 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 => '(mail=*)', # # 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 => 'utf-8', # # die if backend can't work, e. g. can't connect to server Die => 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, # # cache time to life in sec. - cache any ldap queris CacheTTL => 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 ], ], };

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(no subject)
by pri pri 20 Sep '07

20 Sep '07

hi all i am using OTRS version 2.2.1.002 which seems have few bugs. the perl.exe and httpd.exe keeps failing. i would like to upgrade to a bug free version. i would like to know if there is any way i can upgrade the system by not losing any of my existing data. should i perform any backup or is there a way to upgrade directly. i am using OTRS on windows small business server 2003. thank you _________________________________________________________________ Download the latest version of Windows Live Messenger NOW! http://get.live.com/en-ie/messenger/overview

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RE: [otrs] Customer Change Option without using Zoom
by Dan King 20 Sep '07

20 Sep '07

Hi Justin, One option is the method Laurent mentions. Another method would be to add your own custom field in sysconfig instead of changing how one of the defaults works. Another option is to add a custom field in sysconfig under Frontend::Agent::Ticket::MenuModulePre. The code must be added in Ticket.xml under the Kernel/Config/Files directory. The second method allows you to create the functionality you need without removing any of the existing functionality that you may want for future needs. If you have any questions on the code to add in Ticket.xml just send me a personal email. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent Minost Sent: August 7, 2007 10:45 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Customer Change Option without using Zoom Hi Justin, I think you should be able to customize/configure this through SysConfig Frontend::Agent::Ticket::MenuModulePre. It seems links appearing in QueueView for Tickets are defined there so maybe you will be able to add a new one like ##470 :) or even use an existing one such as Spam or Delete (unabled by default it seems). Best regards, Laurent Le mardi 07 août 2007 à 15:01 +0100, justinjohnson(a)f2s.com a écrit : Hi All, Is there a quick and easy way of having the customer option on queueview rather than having to to go zoom first? Thanks Justin _______________________________________________ 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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