February 2008 - otrs - OTRS mailing lists

Subjects of tickets in customer view
by Nicole Britz 13 Feb '08

13 Feb '08

Hello, today a customer complained that if he adds a new note via webinterface or mail to a ticket the "name" of the ticket changes to the subject line of the new note. I tested and found he is right. In the worst case you can have lots of tickets in your queue all called "Note!". ;-) It's quite confusing to tell those tickets apart by the ticket number. Is there any possibility to have to "initial ticket subject" in the customer view instead of the subject line of the last note or mail? If not consider this mail either as bug report or feature request. ;-) Greetings Nicole Britz ------------------------------------------- matrix technology AG Consultant Dipl.-Soz. Nicole Britz Nymphenburger Str. 1, D-80335 München Tel: +49 - (0)89 - 589395-32 Fax: +49 - (0)89 - 589395-11 Web: www.matrix.ag E-mail: nicole.britz(a)matrix.ag Vorstände: Franz Kessel und Martin Orlik Aufsichtsratsvorsitzender: Jürgen Kretschmer Amtsgericht München: HRB 133085 ------------------------------------------- E-Mail Disclaimer Der Inhalt dieser E-Mail ist ausschließlich für den bezeichneten Adressaten bestimmt. Wenn Sie nicht der vorgesehene Adressat dieser E-Mail oder dessen Vertreter sein sollten, so beachten Sie bitte, dass jede Form der Kenntnisnahme, Veröffentlichung, Vervielfältigung oder Weitergabe des Inhalts dieser E-Mail unzulässig ist. Wir bitten Sie, sich in diesem Fall mit dem Absender der E-Mail in Verbindung zu setzen. The information contained in this email is intended solely for the addressee. Access to this email by anyone else is unauthorized. If you are not the intended recipient, any form of disclosure, reproduction, distribution or any action taken or refrained from in reliance on it, is prohibited and may be unlawful. Please notify the sender immediately.

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I have NTLM authentication and single sign-on working with OTRS!!!!
by Nielson, Adam 13 Feb '08

13 Feb '08

HOORAY!!! Apparently I have to have in the SQL database the domain username in order to automatically authenticate. Is there a better/faster way of getting hundreds of users in the local database (or better yet have it use LDAP look ups just like using LDAP authentication does)? Im excited it works and am willing to just manually enter them all, but I was assuming there has to be a better way. What if we have a new hire in another department start and he needs a ticket submitted? He has to be manually added to our support ticket system BEFORE he can use it? Thank you, Adam Nielson

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Searching the list archives
by Clary, Steve 13 Feb '08

13 Feb '08

Does anyone know of a way to search the mail archives? Steve Clary

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Re: [otrs] OTRS - Active Directory
by Ali M. 13 Feb '08

13 Feb '08

try this $Self->{'AuthModule::LDAP::Host'} = 'serverdemo'; instead of this $Self->{'AuthModule::LDAP::Host'} = 'serverdemo. demo.com'; i.e remove the demo.com bit On 2/11/08, Daniel Zamorano <daniel.zamorano(a)duxdiligens.com> wrote: > > Hi. > > > > I have a problem; I can't configure OTRS to authenticate whit Active > Directory, I was configuring and I cannot log me in the system whit AD. > > > > I have that questions: > > > > I should configure each agent in the database after to try configure the > Active Directory?, if yes(whit password?) > > > > I have the next info > > User Administrator in AD: adminotrs à in the Users folder > > Server: serverdemo > > Domain : demo.com > > > > that is my config.pm, > > > > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > > $Self->{'AuthModule::LDAP::Host'} = 'serverdemo. demo.com'; > > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=demo, dc=com'; > > $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=adminotrs, ou=Users, > dc=demo, dc=com'; > > $Self->{'AuthModule::LDAP::SearchUserPw'} = 'adminpsw'; > > > > Do I need another configuration? > > Or is bad my configuration? > > > > Thanks > > _______________________________________________ > 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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signature on email-ticket
by Steve Clark 13 Feb '08

13 Feb '08

Hello List, When we create a email-ticket we have as our standard signature: NetWolves Technical Support Trouble Ticket Details: Ticket Number:<OTRS_TICKET_TicketNumber> Ticket ID:<OTRS_TICKET_TicketID> Ticket Queue:<OTRS_TICKET_Queue> Ticket Current State:<OTRS_TICKET_State> This is what ends up in the email: this is a test NetWolves Technical Support Trouble Ticket Details: Ticket Number:<OTRS_TICKET_TicketNumber> Ticket ID:<OTRS_TICKET_TicketID> Ticket Queue:<OTRS_TICKET_Queue> Ticket Current State:<OTRS_TICKET_State> It doesn't insert the appropriate information. But if I update the ticket it does: Dear Steve, Thank you for your request. Please know that NetWolves Technical Support will review this information and respond to your accordingly as soon as possible. Should you need more immediate assistance please contact our 24 /7 Technical Support Center at 1.800.676.8870, Option 1, or 813.286.8644. Thank you, sclark(a)netwolves.com wrote: > > testing email ticket > > > > NetWolves Technical Support > > > > Trouble Ticket Details: > > > > Ticket Number:<OTRS_TICKET_TicketNumber> > > Ticket ID:<OTRS_TICKET_TicketID> > > Ticket Queue:<OTRS_TICKET_Queue> > > Ticket Current State:<OTRS_TICKET_State> > > NetWolves Technical Support Trouble Ticket Details: Ticket Number:2008021310000028 Ticket ID:9 Ticket Queue:Engineering Ticket Current State:open What am I missing? Thanks in advance, Steve

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FAQ and ITSM modules
by Ali M. 13 Feb '08

13 Feb '08

I have two unrelated questions about the FAQ and ITSM modules A. concerning the faq module 1.I went to the package manager 2. Installed the Faq module 3. Added my self as rw in the newly created Faq group 4. Created 2 categories, one the child of the other 5. Created my first article as Public under the parent group problem: I can not find the article under either the Agent Interface ( index.pl) or the public interface (public.pl) search doesn't seem to work either! doesn't search suppose wild cards like * and finally the articles do appear under the history page but the first article was inserted twice with the same ID (when I deleted one bother entries were deleted) B. concerning the ITSM the package manager doesn't show the ITSM modules!!!

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Monthly overview
by Измайлов Александр 13 Feb '08

13 Feb '08

Hi, I'm trying to make a monthly overview statistics template. What I need, is a list of all tickets available in a specific month sorted by their status, no matter when they were created. E.g. on the last day of a month I have 30 total tickets open(available for work) and during the month I closed: lets say another 30. All of them were created in different queues, and most of them were created in the month before, or even earlier. How can I generate a list of (open, closed, new) tickets in THIS month, no matter when they were created? I tried different things, like opened date, closed date in the stat module: but they only work for tickets in the month that they were created. SO if a ticket was created in January, but closed in February, it will be shown as a January closed ticket: so it doesn't work for me. Any help will be appreciated. Best regards, Alexander

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[ My tickets come unlocked in a few minutes! ]
by BCWINFO 13 Feb '08

13 Feb '08

Well, first of all, thanks for your support. I could fix the problem of user permissions. I installed a brand new version of OTRS in another machine e copied group and roles tables to the broken version. Now, I have a new problem! All tickets were unlocked! They returned to the queue unlocked. I have configured unlock and escalation properties to "0" (zero) but is was not enough. Any idea?

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AuthenNTLM working, now what?
by Nielson, Adam 13 Feb '08

13 Feb '08

In the OTRS documentation, I saw that you can use AuthenNTLM to auto authenticate against an AD domain. I have this working, my error_log shows its successfully translating who I am. The only thing ive seen for OTRS is to use: $Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth'; -and- $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::HTTPBasicAuth'; However, this isnt working. Does anyone have any insight or help? I am trying to use SSO for OTRS. Thank you, Adam Nielson

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No Connection to Syslog Error
by Buice, David R 12 Feb '08

12 Feb '08

Hello all, I am trying to move our OTRS system from a small Linux machine to a Solaris server. I have installed the latest version of OTRS, Apache, MYSQL, and literally dozens of PERL modules in order to run OTRS on Solaris. I ran into the "no connection to syslog" error the first time I tried running http://localhost/otrs/installer.pl <http://localhost/otrs/installer.pl> . I managed to get around that problem and finish the configuration but I've run into a new problem. When I try going to http://localhost/otrs/index.pl <http://localhost/otrs/index.pl> I get the following message: Software error: no connection to syslog available at ../..//Kernel/System/Log/SysLog.pm line 63 For help, please send mail to the webmaster (you(a)example.com) giving this error message and the time and date of the error. When I went to check the Apache error logs here's what I found: [Tue Feb 12 16:22:15 2008] [error] [client 130.170.246.72] [Tue Feb 12 16:22:15 2008] index.pl: DBI connect('database=otrs;host=localhost;','root',...) failed: Can't connect to local MySQL server through socket '/tmp/mysql.sock' (2) at /lapps/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 197 [Tue Feb 12 16:22:15 2008] [error] [client 130.170.246.72] [Tue Feb 12 16:22:15 2008] index.pl: unix dgram connect: Socket operation on non-socket at ../..//Kernel/System/Log/SysLog.pm line 63 [Tue Feb 12 16:22:15 2008] [error] [client 130.170.246.72] [Tue Feb 12 16:22:15 2008] index.pl: no connection to syslog available at ../..//Kernel/System/Log/SysLog.pm line 63 Can anyone point me in the right direction to solve this error? Thank you, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122

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