November 2008 - otrs - OTRS mailing lists

OTRS packages
by Marijan Lesko (MLK) 17 Nov '08

17 Nov '08

Hi everyone, We have been testing OTRS and ITSM for the past few months and it worked great! Now, we would like to deploy it in our enterprise and contract OTRS team to help us integrate it with other products we us: CRM, accounting, SharePoint, etc ... I was in charge of evaluation and I have examined all aspects of it. But, I have some problems with a few packages that are part of OTRS. Would like to know if there is more info and documentation on: File Manager package Where is /home/otrs-share Calendar package - What is it used for? - How to configure it Survey package How to publish surveys Time Accounting package - What is it used for and how to configure it and use it properly? Stats; modifying and exporting: - Can I use stats to generate reports in CSV formats to import into accounting or CRM Are there any manuals available on how to use and setup those packages ? Anyone knows something about those packages? Can I also import into OTRS from pother packages: - Import accounts from CRM in CSV format (assuming I can generate CSV file containing some data from my CRM running on MS SQL) Is it possible to schedule technicians from OTRS? Is it possible to account for technician time in OTRS for billing purposes? Thank you ! Marijan Lesko -- Votre meilleur compliment à MontréalNetQuest Inc. est une référence auprès vos amis et partenaires d'affaires. Gestion Des Technologies Informatiques. 5250, ave. Ferrier, suite 805, Montréal (Québec) H4P 1L4 Tél: (514) 486-9005 x1001, Sans frais: 1-866-486-9005 x1001, Fax: (514) 486-5721 E-mail: marijan(a)mnquest.com <mailto:marijan@mnquest.com> , http://www.mnquest.com <http://www.mnquest.com/> -- Les prix soumissionnés sont valides pour une période de 24 heures à moins d'avis contraire ~ Vérifier si le produit suggéré correspond à vos attentes. --------------- 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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TicketType on reply
by Laurent Minost 17 Nov '08

17 Nov '08

Hi, Anyone knows if there is a way to specify the Ticket Type when replying to a ticket (Compose) please ? I was able to specify some FreeFields there but not for the Type field that seems to be managed differently/internally by OTRS. Thanks by advance for your replies. BR, Laurent MINOST

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company tickets access control
by Anton Gubar'kov 15 Nov '08

15 Nov '08

Hello, list. I've come across a problem I can't overcome. Suppose I have a request to reset a password on some account for a user due to account locked or password forgotten. I thought I could communicate the new password to a user using external-email or external-note article. But it is really too dangerous to do that! The whole company tickets collection is searchable! I could find no way control access to the tickets in one CustomerID except one using queues. The queues are used for different purpose usually. The alternative is to quit using CustomerID and treat every user as individual customer. This is not convenient either as some bosses at customers want to watch the requests of their subordinates. This is the simplest example that comes to mind. There is a lot more sensitive information circulating in the process of IT Service Delivery that should not be shared across entire customer. I would be grateful for suggestions to solve this security issue. Regards, Anton Gubarkov.

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Ticket subject format
by David Eco 14 Nov '08

14 Nov '08

Hi, How to change the subject format of the update tickets? Now it shows like [Ticket#200811111025] [[...]‏. I think it got duplicated subject from every update/follow up tickets. Thanks David _________________________________________________________________

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SOAP/XML-RPC/JSON-RPC/something connection with MS-SQL Server 2005? Or Novell ZENWorks Asset Manager
by Matthijs 14 Nov '08

14 Nov '08

For a client we are asked to implement a connection between otrs2 ITSM and Novell ZENWorks Asset Manager. The client uses ZENWorks to automatically fill it's inventory database with assets (for example pc's, printers,...), using agents on it's systems. In this case Novell ZENWorks Asset Manager uses a MS SQL Server database at the backend so being able to talk to this database would also be fine. The client would like a way to easily create reports to be able to find relationships between tickets (volume) and assets. For example they would like to find out which asset has the most tickets, which type of asset has the most tickets and other statistics like that. So we figured we would need to be able to match tickets with the id's of assets. The client wouldn't like to manually type in all asset id's in OTRS so we need to pull these id's from the Zenworks/SQL end. We don't need to be able to write anything to this Asset Manager database. We are not in the possesion of Novell ZENWorks Asset Manager. So we're stuck with a couple of questions: 1.) Does there exist a public SOAP/XML-RPC/JSON-RPC interface at the MS SQL/ZENWorks end which we can talk to? 2.) Should we create our own plugin to be able to talk to MS SQL or Novell ZENWORKS Asset Manager? 3.) Does there exist an OTRS plugin HOWTO? 4.) Which perl module should we use? We would prefer to use some kind of SOAP/XML-RPC/JSON-RPC module. Thanks a bunch in advance...

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Re: [otrs] company tickets access control - possibly resolved
by Anton Gubar'kov 14 Nov '08

14 Nov '08

Dear colleagues, I could find the following FAQ article on S/MIME in OTRS http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=41&ItemID=79 It states that encryption can be used on external emails provided I have the customer's public key. It looks like it's a solution to my company tickets disclosure problem. I'm implementing a small test case now. I'll get back with the outcome soon. Regards, Anton. 2008/11/12 Jie(Jack) Zhu <j.zhu(a)impactek.com> > Hi Michiel, > > I think that was the point. 2 customers in 2 different departments should > have a way to block them to see each other's ticket in case of the > confidential reason. However, the big boss of the company should be able to > see all his employee's tickets. > > My way was definitely not the best solution. Through this test I found the > way to treat customer side rights in OTRS needs to be improved. You have to > create too many Groups and Queues in the system. The other problem I found > is that if you move a ticket from the queue to another queue the ticket > will > not be traceable by the customer who issued it. This is not reasonable. > > Regards, > > Jack > > -----Original Message----- > From: Michiel Beijen [mailto:michiel@beefreeit.nl] > Sent: 2008年11月12日 08:00 AM > To: j.zhu(a)impactek.com; User questions and discussions about OTRS. > Subject: Re: [otrs] company tickets access control > > Jack, > in that case, user test2 can't read test1's tickets at all! That was > not the point, right? The requirement was that only passwords were > hidden, if I understood correctly? > I guess the only technical solution if you want to solve it in OTRS is > to create a new kind of email communication which is 'secret' and > hidden for other customer users. This would involve quite a lot of > hacking and I would advise against it; see my earlier mail for my > proposed solutions. > > Regards, > -- > Michiel Beijen > Software Consultant > +31 6 - 457 42 418 > Bee Free IT + http://beefreeit.nl > > > 2008/11/12 Jie(Jack) Zhu <j.zhu(a)impactek.com>: > > Hi Anton, > > > > > > > > Based on your case, I built up the following settings: > > > > > > > > 1. Be understood the "User" in OTRS is actually Agent not Customer. > > > > 2. Went to Sysconfig -> Frontend::Customer , enable > > "CustomerGroupSupport" and Delete the default value (Users, Info) from > the > > "CustomerGroupAlwaysGroups". This way the customers are not longer in the > > same group unless you set up another common group for them. > > > > 3. Created test1, test2 as 2 customers with same customer ID, > created > > CustomerSubmit1, CustomerSubmit2 as 2 Queues. Created TestGroup1, > TestGroup2 > > as 2 test groups. > > > > 4. Assigned test1 to TestGroup1 and has read and write rights, > > assigned test1 to TestGroup2 and has read rights only. Assigned test2 to > > TestGroup2 and has rights to read and write. > > > > 5. Assigned test1 to queue CustomerSubmit1, assigned test2 to queue > > CustomerSubmit2. > > > > 6. Now, user test2 can not read user test1's tickets, despite they > are > > under the same CustomerID. > > > > > > > > Jack > > > > > > > > ________________________________ > > > > From: Anton Gubar'kov [mailto:anton.gubarkov@gmail.com] > > Sent: 2008年11月11日 11:36 AM > > To: User questions and discussions about OTRS. > > Subject: Re: [otrs] company tickets access control > > > > > > > > Colleagues, I'm sorry for putting so much confusion into the case. > > > > I'm an IT service provider for company Acme. I support Acme's ERP > system. > > My agents are trustworthy. > > Acme has users Ann and Mallory. Ann is a financial controller. Mallory > is > > salesman. > > Mallory wants to hijack Ann's privilege to release credit blocked orders > in > > Acme's ERP to satisfy his customer with credit block.. > > Mallory tries to login 5 times using Ann's user id and causes it to > lock. > > Mallory starts to watch Company tickets waiting for Ann to raise a > password > > reset request with me. > > Ann raises a password reset request. > > Mallory continues watching waiting for the new password to appear on > Ann's > > ticket. > > Before Ann has a chance to change her new password, Mallory logs in as > Ann > > and releases the blocked order. > > > > I want to control an access to tickets from my customer's users. Can you > > suggest a way to resolve this case? > > > > 2008/11/11 Jie(Jack) Zhu <j.zhu(a)impactek.com> > > > > Sorry Anton, I do not quite understand what the point is. > > > > > > > > Suppose you have the rights to reset a password for a user. Don't you > have > > the rights to do the search on this user and relatives? > > > > This is the problem you trust your agent or not. > > > > > > > > I think the access control is quite advanced in OTRS. You have Role and > > Group. You can create a role and put groups in it. Then add the role to > the > > users. > > > > > > > > If you want, you can put different companies into different groups and > only > > set the agent on the groups they are responsible to. This way could > narrow > > down the risk? > > > > In this way, you even can set each user in each group. :) > > > > > > > > Regards, > > > > Jack > > > > > > > > ________________________________ > > > > From: Anton Gubar'kov [mailto:anton.gubarkov@gmail.com] > > Sent: 2008年11月10日 14:41 PM > > To: User questions and discussions about OTRS. > > Subject: [otrs] company tickets access control > > > > > > > > Hello, list. > > > > I've come across a problem I can't overcome. > > Suppose I have a request to reset a password on some account for a user > due > > to account locked or password forgotten. I thought I could communicate > the > > new password to a user using external-email or external-note article. But > it > > is really too dangerous to do that! > > > > The whole company tickets collection is searchable! I could find no way > > control access to the tickets in one CustomerID except one using queues. > The > > queues are used for different purpose usually. > > The alternative is to quit using CustomerID and treat every user as > > individual customer. This is not convenient either as some bosses at > > customers want to watch the requests of their subordinates. > > > > This is the simplest example that comes to mind. There is a lot more > > sensitive information circulating in the process of IT Service Delivery > that > > should not be shared across entire customer. > > > > I would be grateful for suggestions to solve this security issue. > > > > Regards, > > Anton Gubarkov. > > > > _______________________________________________ > > 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 > > _______________________________________________ > 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 >

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File and MySQL Backup
by Stefano Milziadi 13 Nov '08

13 Nov '08

Hi! How can I set OTRS or my crontab for an otrs file and mysql backup? I'm running OTRS on a CentOS server. Regards, -- Stefano Milziadi pepozzo(a)gmail.com

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Re: [otrs] Fwd: problem installing packages
by Johan Bogema 13 Nov '08

13 Nov '08

Hi all, After some communication with Michiel Beijen, I have to come back to the mailing list, cause he might have found the reason that it doesn't work in my case. When I put out a trace on the mssql server during the installation of a package, I have the following entry: >> declare @p1 int >> set @p1=15 >> exec sp_prepare @p1 output,N'@P1 varchar(80),@P2 varchar(80),@P3 >> varchar(80),@P4 varchar(80),@P5 varchar(80)',N'INSERT INTO >> package_repository (name, version, vendor, filename, content_size, >> content_type, content, install_status, create_time, create_by, >> change_time, change_by) VALUES (@P1, @P2, @P3, @P4, ''213'', >> ''text/xml'', >> @P5, ''not installed'', current_timestamp, 1, current_timestamp, >> 1)',1 >> select @p1 He thought that the problem might be caused in the following piece of code in Kernel/System/Package.pm: > # add new package > my $FileName = $Structure{Name}->{Content} . '-' . > $Structure{Version}->{Content} . '.xml'; > return $Self->{DBObject}->Do( > SQL => 'INSERT INTO package_repository (name, version, vendor, > filename, ' > . ' content_size, content_type, content, install_status, ' > . ' create_time, create_by, change_time, change_by)' > . ' VALUES (?, ?, ?, ?, \'213\', \'text/xml\', ?, \'not > installed\', ' > . ' current_timestamp, 1, current_timestamp, 1)', > Bind => [ > \$Structure{Name}->{Content}, \$Structure{Version}- > >{Content}, > \$Structure{Vendor}->{Content}, \$FileName, \ > $Param{String}, > ], > ); > } The problem as he told me, is that there are 5 values (the questionmarks) in the insert statement, from which only 4 are filled in the bind statement. In his database, the last value is a blob field with the contents of the module. I however can not check if this is the case in my database since I don't have any modules installed yet. Does anyone know how to solve this further? Regards, Johan Bogema Systems Administrator Realworld Systems Tel: +31 345 614 406 Mobile: +31 6 509 50804 http://www.realworld-systems.com johan.bogema(a)realworld-systems.com >>>> >>>> >>>> >>>> >>>> Date: Mon, 10 Nov 2008 08:47:11 +0100 >>>> >>>> From: "Michiel Beijen" <michiel(a)beefreeit.nl> >>>> >>>> Subject: Re: [otrs] Fwd: problem installing packages >>>> >>>> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >>>> >>>> Message-ID: >>>> >>>> <9eda38a40811092347r4fa7295cgb7dca688f9bfc637(a)mail.gmail.com> >>>> >>>> Content-Type: text/plain; charset=UTF-8 >>>> >>>> Johan, >>>> >>>> The FAQ you are refering to is for MySQL, not for MS-SQL. Other >>>> than >>>> >>>> that, it lists TWO possible issues. >>>> >>>> Can you specify what the exact issue is you are experiencing? Error >>>> >>>> message, maybe a screen shot? >>>> >>>> Regards, >>>> >>>> -- >>>> >>>> Michiel Beijen >>>> >>>> Software Consultant >>>> >>>> +31 6 - 457 42 418 >>>> >>>> Bee Free IT + http://beefreeit.nl >>>> >>>> 2008/11/10 Johan Bogema <johan.bogema(a)realworld-systems.com>: >>>> >>>> Does anybody have any idea? >>>> >>>> From: Johan Bogema <johan.bogema(a)realworld-systems.com> >>>> >>>> Date: 7 november 2008 10:58:39 GMT+01:00 >>>> >>>> To: otrs(a)otrs.org >>>> >>>> Subject: problem installing packages >>>> >>>> Hi all, >>>> >>>> We've just set up an installation of OTRS using an MSSQL server. >>>> This due >>>> to >>>> >>>> the fact that we want to have just one database engine in our >>>> company. >>>> >>>> However, when I try to install an extra package (fe. the FAQ >>>> package) it >>>> >>>> gives the same error as explained in the FAQ item here: >>>> >>>> >>>> http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=4&ItemID=50 >>>> >>>> The problem I have, is that I can't use that hint to configure my >>>> MSSQL >>>> >>>> server. Does anyone know how to overcome this problem using MSSQL >>>> server? >>>> >>>> Regards, >>>> >>>> Johan Bogema

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Changing Admin Notification From fields
by Jamie Morse 12 Nov '08

12 Nov '08

I am trying to change the From email address on the Admin Notification screen. There does not appear to be a way to do this on this screen. Do you know what screen I must change this email address on? Thank you, Jamie Morse

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database encryption / securing otrs
by Mayk Backus 12 Nov '08

12 Nov '08

Hi all, I have a question on securing OTRS. We use the config items to track systems of our customers. Verry usefull i find it to have the login data of systems on a notes field. Before i spend hours writing all the login data in the config items i'm wondering if this is a big security risk. Are there means of protecting the data ? Is the data encrypted, or can i encrypt this ? Are there other safeguerds to take for example modsecurity ? All information is welcome. Kind Regards, Mayk Backus

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