February 2008 - otrs - OTRS mailing lists

Send Escalation Notification with GenericAgent
by Manuel Fernández Campos 06 Feb '08

06 Feb '08

Hi, I'm trying to send escalatio notification with GenericAgent. Moreover, at the same time I want to add a note and change the queue and the owner. The code is this: %Jobs = ( # -- # [name of job] -> send escalation notifications # -- 'send escalation notifications MFC' => { Escalation => 1, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', Queue => 'Sin tratar', Owner => 'responsable', Note => { From => 'GenericAgent', Subject => 'Escalation!', Body => 'The ticket was escalated!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, # -- ); I don't know what happening but I think that the code is correct, no? Regards Manuel Fernandez

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Adding a new pending state
by Steven Carr 06 Feb '08

06 Feb '08

I would like to add a new pending state to my OTRS installation, essentially we want to rename the existing pending state to "pending agent" and the new one to be "pending customer" The docs are rather vague on what exactly needs to be done to add a new state (though I did see that it looked easier with the ITSM modules installed - would anyone recommend this?). Has anyone added new states or can anyone offer any advice on adding new states. Thanks Steve -- Steven Carr Engineer - Khipu Networks Ltd. support(a)khipu-networks.com - www.khipu-networks.com Secure - Compliant - Infrastructure Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY Registered in England. Company Number 5218573 Specialist Reseller of the year - CRN Channel Awards 2007

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Styles in ticket message
by Sándor Fehér 06 Feb '08

06 Feb '08

Hi, Is there any options in the parameters which allows me to use some format elements (eg. html tags or styles) in the messages' text ? I mean sometimes would be useful if I could highligh some lines in my messages to my customers. (Perhaps they would not read the message either :). Thanks. Sandor -- Üdvözlettel/Kind Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. ........................................................................................... Kérem gondoljon a környezetre mielőtt kinyomtatná ezt az e-mailt vagy bármely csatolmányát. Please consider the environment before printing this e-mail and any associated attachments.

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CustomerUser, custom data in http-link
by Cornelis Hoeflake 06 Feb '08

06 Feb '08

Hi, I have external CustomerUser backend. This is the external DB backend. The table which is used, is actually a view on some aggregated data. This view also contains a full http link to the details of that customer in the CRM system. How do I get that link into the http-link property of the Map in the CustomerUser configuration? I cannot get it with $Data{}. It cannot be solved with the CustomerID property because I also want a link to the Account of the Customer. Thanks in advance, Cornelis Hoeflake I

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What is TicketFreeTime?
by webmaster 06 Feb '08

06 Feb '08

Hi, Please, explain the meaning of TicketFreeTime field. I have serched otrs lists and googled for it, bot still have no idea what that staff is about? Thank you V.Belinsky

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X-OTRS-Headers - Usage
by Duane Owens 06 Feb '08

06 Feb '08

Hello, 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? PS: Very nice product, I am anxious to impress my coworkers. Duane

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extra packages
by Andrew Meyer 06 Feb '08

06 Feb '08

Among the extra packages that come with OTRS that you can install via the Admin Preferences, why do a good amount of them fail to install? Specifically: Calendar FAQ File Manager Survey Time Accounting WebMail Web Watcher Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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backing up and restoring databases from OTRS 2.0.4 to 2.2.4
by Andrew Meyer 05 Feb '08

05 Feb '08

What do I need to do to restore a OTRS installation to a newer version of OTRS. When I tried before, it complained about the database being there. Should I not setup the database? Andrew Meyer Unix Systems Administrator 314-787-0681 x39 314-565-0868 (cell) 1300 Hampton Ave. Ste. 200 Saint Louis, MO 63139 http://www.precisionpractice.com/

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LDAP authentication Errors
by Greg Evans 05 Feb '08

05 Feb '08

I've gone through countless LDAP documents for OTRS and I cannot for the life of me get customers to authenticate via LDAP I am running win32 OTRS v2.1.7. In the OTRS documentation and in the trinityhome.org documentation it says to edit the config.pm file in otrs/kernel/config.pm I followed the instructions to the best of my knowledge.... but it was still causing customers to be authenticated via the MySQL backend. I tried editing the config and the config.PM file in the otrs/kernel folder and still no progress. Through SysAdmin in OTRS I have tried modifying Framework -> Frontend::Customer::Auth and then It tries to authenticate to my LDAP server and I get the following error in the Otrs.log file Kernel::System::CustomerUser::LDAP::new][71] First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece THis is trying to connect to a Windows 2k3 AD server. Any ideas what i'm doing wrong? Below is the code I tried using in the config.PM file that wasn't doing anything... I pasted it right above "EnD of your config options!!!" #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'DC1.United.net'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users,dc=United,dc=net'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #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'} = 'otrs_ldap'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'dc1.united.net', BaseDN => 'OU=users,DC=united,DC=net', SSCOPE => 'sub', UserDN =>'otrs_ldap', UserPw => 'Password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ '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' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #Add the following lines when only users are allowed to login if they reside in the specified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=united, dc=net'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_allow_C,OU=Users,DC=United,DC=net'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN' _________________________________________________________________ Connect and share in new ways with Windows Live. http://www.windowslive.com/share.html?ocid=TXT_TAGHM_Wave2_sharelife_012008

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Newbie Question - Groups and Queues
by Ceri 05 Feb '08

05 Feb '08

Hi, I am currently evaluating OTRS for use as a Helpdesk System. However I am a little confused about how best to set it up. I have setup different queues for different types of problems eg Desktop Server etc I want to have some users managing some queues but not others, but also some customers to create tickets in some queues but not others. Example (cos I probably didnt explain that very well) Queues A B C User 1 can manage queues A B User 2 can manage queue C Customer 1 can create tickets in queue A Customer 2 can create tickets in queue B Customer 3 can create tickets in queue C When I create the queue, I assign the user group to that queue, but how do I then allow the customers access to these queues? I have turned on the facility to use Customer Groups but this doesnt appear to help me. Is this possible? Apologies if this is a silly question but I couldnt find an answer on the Mailing List archives. Cheers Ceri -- Ceri Townsend System Administrator

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