October 2008 - otrs - OTRS mailing lists

add note notification
by Jamie Spence 07 Oct '08

07 Oct '08

OTRS Experts! Can someone please tell me how I can get the addnote notifications firing. Ie. Tell all agents when a note has been added. Thanks a bunch, Jamie ____________________________________________________________________________ ___ Jameson E. Spence Head of Delivery / mChek / ++91 98 45611185 / jamie(a)mchek.com The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful.If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. Mchek India Payment Systems Pvt. Ltd is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.

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Run migration script as OTRS user, can't su otrs
by Wes Plate 07 Oct '08

07 Oct '08

I'm making some progress I think in my tests to get OTRS 2.3.2 going, right now I'm testing how I'll get my DB moved forward. The instructions for UPGRADING the database from 2.2 to 2.3 say to "Run the migration script (as OTRS user, _not_ as root)" however I can't get "su otrs" to work, I remain logged in as myself. And if I try to ssh in as otrs in a new shell the connection is immediately closed. Can anyone suggest what I need to do? Thank you. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Secure Mode
by LQ Marshall 07 Oct '08

07 Oct '08

I seem to recall that someone was trying to get their system to function on https rather than http. As I recall they were looking at secure mode, it doesn't control that. The correct reference is HttpType See... http://doc.otrs.org/2.3/en/html/a2710.html#Framework:Frontend::Public::Modul eRegistration ... For details. lq

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OTRS reports
by Emy Afalava 06 Oct '08

06 Oct '08

Hi, We are running OTRS 2.1.2. I wanted to generate some reports from OTRS on a daily and weekly basis. I've looked around in OTRS and don't see any options to generate a specific reports. Any help is appreciated. Emy F. Afalava Blue Sky Communications Phone Number: +1.684.699.2759 ext. 1026 Mobile Number: +1.684.258.1026 E-Mail: eafalava(a)bluesky.as

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myqueue notifications not happening
by Matthew F Hymowitz 06 Oct '08

06 Oct '08

When a new ticket is created the agents who have a queue set in myqueues and have notification turned on via their preference are not receiving an email. The end customer is getting an email and the owner of the ticket is getting a new ticket owner notification. No errors are beining reported in the logs. Not sure what is up. We are configured for SMTP notification and that seems to work ok for the owner change and the custoer notification. Config.PM file is below. Any thoughts would be greatly appreciaed. We are running otrs 2.3.2. # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2008 OTRS AG, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.20 2008/03/07 16:50:44 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl-2.0.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = 'localhost'; # Database # (The database name.) $Self->{Database} = 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = '**********'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = '01'; #$Self->('SecureMode') = 0; #$Self->('Organization'} = 'Arizona Association of Realitors'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'FQDN'} = 'otrs.aaronline.com'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = 'trouble(a)aaronline.com'; $Self->{'DefaultCharset'} = 'utf-8'; $Self->{CustomerUser2} = { Name =>'TM', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN =>'dbi:ODBC:SQL', User => 'sqlpublic', Password => 'sqlpublic', Table =>'dbo.otrs', Type => 'mssql', }, CustomerKey => 'NRDS_ID', CustomerID => 'NRDS_ID', CustomerUserListFields => ['E_MAIL_ADDRESS'], CustomerUserSearchFields => ['NRDS_ID','Last_Name','First_Name'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerPostMasterSearchFiles => ['E_MAIL_ADDRES'], CustomerUserNameFields => ['E_MAIL_ADDRESS'], CustomerUserEmailUniqCheck => 0, CustomerUserExcludePrimaryCustomerID => 0, AdminSetPreferences => 1, ReadOnly => 1, Map => [ # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'FIRST_NAME', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'LAST_NAME', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'E_MAIL_ADDRESS', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'E_MAIL_ADDRESS', 0, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, # 'var','$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Da ta{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'NRDS_ID', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'NRDS_ID', 1, 0, 'var', '', 0 ], ], Selections => { UserSalutation => { 'Mr. ' => 'Mr.', 'Mrs.' => 'Mrs.', 'Ms.' => 'Ms.', 'Dr.' => 'Dr.', }, }, }; $Self->{CustomerUser1} = { Name => 'LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '192.168.1.3', # ldap base dn BaseDN => 'DC=aaronline, DC=com', # 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 => '*', UserPw => '*', # 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 => 3268, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'mail', # 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', 'mail', 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 ], ], }; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.1.3'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=aaronline,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModuel::LDAP::AccessAttr'} = 'memberUID'; $Self->{'AuthModule::LDAP::UserAttr'} = 'sAmAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = '*'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '**********'; $Self->{UserSyncLDAPMap} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{DatabaseUserTable} = 'users'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUSerPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; $Self->{"SendmailModule"} = "Kernel::System::Email::SMTP"; $Self->{"SendmailModule::Host"} = "ex07"; $Self->{"SendmailModule::AuthUser"} = "otrs"; $Self->{"SendmailModule::AuthPassword"} = "**********"; # $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; # $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -t -i -f '; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.20 $)[1]; # -----------------------------------------------------# 1;

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Service <-> Type association?
by Egor Tsilenko 06 Oct '08

06 Oct '08

Hi everyone! I've found that in my installation of OTRS (2.3.2 with ITSM packages) it is very difficult to choose the service from the drop down menu because there are too many services in our company (100) Is it possible to filter service drop down menu by type drop down menu? So I explain exactly what I need: If I'll choose type1 - there are Service1, Service2, Service3 in drop down menu for example. If I'll choose type2 - Service4, Service5 and Service. -- So is it possible to create such link between Service and Type?

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Themes and QueueView
by Dr Damian Williams 05 Oct '08

05 Oct '08

Sorry - some other basic questions Are there other themes available? Either free or to be paid for. It would be nice to have something that looked a bit like Peregrine. How easy is it to develop themes? What is QueueView? I have looked at it in the demo but I cannot see it what difference it makes. There are standard and lite options but can't seem to change them or see what it does. Are there other views? I searched the FAQ but couldn't find any reference Thanks Damian _____ avast! Antivirus <http://www.avast.com> : Outbound message clean. Virus Database (VPS): 081004-0, 04/10/2008 Tested on: 05/10/2008 22:40:21 avast! - copyright (c) 1988-2008 ALWIL Software.

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No such package FAQ-1.4.4! After installing FAQ module
by Wes Plate 05 Oct '08

05 Oct '08

I got OTRS 2.3.2 up and running under SuSE 10.3, I have heard SuSE mentioned so many times on this list over the years I thought I should give it a go. I installed the FAQ package via the Package Manager, however after assigning my user to the faq and faq_admin groups no FAQ icon appeared at the top of the page. I checked the System Log and it says... No such package FAQ-1.4.4! Has anyone experienced this before? -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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Product Feature Question
by Dr Damian Williams 04 Oct '08

04 Oct '08

Hi Everyone I hope you don't mind me asking this on the list. I'm trying to find out if OTRS is going to do what I want. Can I describe a scenario and can you let me know if it is possible? The Basics (MUST have these features) Clients submit problems on the web (inc PDA / Blackberry) and/or by email. They can check past and present problems on the web. Agent's replies are emailed to the client as well as being available on the web. They can reply to agent replies by the same methods. New problems arrive in a central list and agents who are working that day are notified by email. Agents access client problems on the website and allocate them to themselves before replying to the problem. If the client replies to this the message will go direct to the agent that it is already assigned to (and that agent will be notified whether they are working or not). Agents can transfer active problems to another agent who will take on the problem (and be notified). Reports of activity can be generated such as how many problems, who replied to them etc. More Advanced (not essential and prepared to pay for it) We have a database for each client containing various client information that both client and agent can view and edit. Would like to integrate the database with OTRS so that when a new problem comes in from the client the agent can see the problem as well as details from the database. Problem entries/replies are integrated into the database for future records. At a later date we may want to split clients and agents into groups separate from each other but having the same features as above. To be able to do reports on the separate groups as well as on the whole group. Thanks for your help. Damian _____ avast! Antivirus <http://www.avast.com> : Outbound message clean. Virus Database (VPS): 081004-0, 04/10/2008 Tested on: 04/10/2008 17:55:35 avast! - copyright (c) 1988-2008 ALWIL Software.

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2.3.2 SecureMode doesn't seem to do anything
by Wes Plate 04 Oct '08

04 Oct '08

It is Friday night, date night, so I thought I'd mess with trying to get OTRS 2.3.2 going on my test virtual machine. I'm to the point of trying to run installer.pl but I'm told I need to disable SecureMode. I've seen this option in previous releases but adding this option set to 0 in Kernel/Config.pm and restarting Apache2 does not change the installer warning. Did setting of SecureMode move somewhere else in 2.3.2? I must be missing something incredibly obvious. Thanks. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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