February 2008 - otrs - OTRS mailing lists

Send notification to the responsible when a pending remainder is arrived
by Manuel Fernández Campos 07 Feb '08

07 Feb '08

Hi, My tickets has a responsible and an agent. When a ticket has a pending remainder time and it is arrived, the system send a notification to the agent but not to the responsible. how can i do this? Regards, Manuel Fernández

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Auto authenticate users... No putting in user information.
by Nielson, Adam 06 Feb '08

06 Feb '08

I have tried in Config.pm putting in the line: $Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth'; And I have tried everything I can online, asked for help with apache, etc to try and get auto authentication to work with the latest apache (2.2.3, and authz_ldap) and have had no luck. Has ANYONE done this before? I have an AD domain AND a OpenLDAP server I can use to authenticate against. All our users will be part of the same domain, and just need to not have to log in, but have it enter their email address/user info so we can track who it is. So, if I have authentication in apache setup properly, and the above line in Config.pm, then it will just skip the login page and automatically log them in? Or is there something else in OTRS I have to do? Is there any other way of doing this? I am at a complete loss. We have a windows/IIS server with .net that just seems to translate their username to an email address flawlessly, but in apache/OTRS I cannot seem to figure it out! Thank you in advance! Adam Nielson Adam.nielson(a)hp.com

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Sorting queues: ticket with last customer reply to the top
by Marcus Sobchak <lists＠localguru.de> 06 Feb '08

06 Feb '08

Hi, since a few hours I'm trying to sort the queue view in that way, that the ticket with the last customer answer is always on the top, like in an email inbox. I played around with the settings in "Frontend::Agent::Ticket::ViewQueue" but can't figure it out. Ciao!

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mail loop
by Lars Jørgensen 06 Feb '08

06 Feb '08

Hi. Is somebody looking into this mail loop? This and a bunch of other mails has toured the list eight times now. > 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/ > _______________________________________________ > 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/ > _______________________________________________ > 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/ > _______________________________________________ > 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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SQL Customer Back End
by Nick Bright 06 Feb '08

06 Feb '08

Has anyone written a customer backend module for unix ODBC? Our customer database is stored in Microsoft SQL (which can be made to communicate just fine with unix ODBC), and I'd like to hook OTRS to that system. If it matters, we're using IEA's Emerald product. -- --- - Nick Bright Network Administrator Terra World Tel 888-332-1616 x 315 Fax 620-332-1201

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Re: [otrs] X-OTRS-Headers - Usage
by Nils Breunese (Lemonbit) 06 Feb '08

06 Feb '08

Duane Owens wrote: > I have been reading the docs I just missed that the X-OTRS needed to > be in > the HEADERs of the message. I'm not sure if OPENNMS provides this > out of > the box? Thanks again for the answering such a dumb question. I have no experience with OpenNMS. You'd have to ask the OpenNMS guys. Nils Breunese.

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Restart the escalation time
by Manuel Fernández Campos 06 Feb '08

06 Feb '08

Hi, I setup my system to move the escalated tickets to an especial queue. Then a manager must assign that ticket to an agent. I need restart the escalation time at this point. Is there any way to restart the escalation time? Regards Manuel Fernández

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Re: [otrs] Send Escalation Notification with GenericAgent
by Manuel Fernández Campos 06 Feb '08

06 Feb '08

Hi, I found the error. Well, It is not an error but that I forgot to set the unlock time out. Regards Manuel Fernández

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Re: [otrs] X-OTRS-Headers - Usage
by Nils Breunese (Lemonbit) 06 Feb '08

06 Feb '08

Duane Owens wrote: > I am needing to create tickets via email from another system. In > reading the documents, it is unclear on the format and methodology > for having OTRS receive emails (via POP3) and assign values based > upon values I am embedding into the email body. Here’s a snippet of > what a typical email body looks like: > > Time: Tuesday, February 5, 2008 8:19:56 PM MST Severity: Major > X-OTRS-CustomerNo: SKY > X-OTRS-Service: VPN Tunnel > X-OTRS-SLA: 1 - Critical Priority > X-OTRS-Queue: SoD – Support > > OTRS should receive the email and create a ticket with the > CustomerNo, Service, SLA and Queue values but it doesn’t; it just > creates the ticket with the sysconfig default values. > > Any ideas on what I’m missing? You shouldn't put those in the body, but in the header. Then you can use the PostMaster Filter feature to further act upon the presence of these headers. See section 5.14 'Filtering incoming messages' in the docs: http://doc.otrs.org/2.2/en/html/x1053.html Nils Breunese.

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OTRS Tag to show CustomerIDs
by Guyard Marc NIS 06 Feb '08

06 Feb '08

Hi, I use a ldap authentification and i want to add in a automatic reply subject, the enterprise who is in the ldap. In my OTRS Config : Map => [ [ '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', 'ou', 0, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'businessCategory', 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 ], ], And i want to show the 'UserCustomerIDs'. Do you know what is the tag to show this ? Thanks by advance. Marc

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