February 2008 - otrs - OTRS mailing lists

Default value for standard fields for new ticket creation
by Smolik, Zdenek 21 Feb '08

21 Feb '08

Hi all, Is it possible in OTRS set default value for Ticket Type or Queue when creating new ticket via Agent's user interface. For example when I click on Phone-ticket icon I would like to have set "Type" field to "Incident" value and "To" field to "first_level" queue. Thanks in advance, Kind Regards, Zdenek

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upgrading from an old version
by Nick Bright 21 Feb '08

21 Feb '08

Greetings, I've got an installation of OTRS 1.2.4 on an older machine, that I'm looking at getting migrated to a much newer OS (moving from WBEL3 to CentOS 5) and newer version of OTRS. Is it possible to upgrade the database from 1.2.4 to function with 2.2.5? Any tips or advice on how to migrate from 1.2.4 to 2.2.5 would be appreciated. -- --- - Nick Bright Network Administrator Terra World Tel 888-332-1616 x 315 Fax 620-332-1201

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Can't find information regarding [compose answer: email]
by Craig Meirick 21 Feb '08

21 Feb '08

Hi, Our college has been using OTRS for a couple of weeks now. We have all been excited to see how much OTRS can do and are grateful to the programmers that came up with such a robust system. We have many options customized to our own needs. One of which is emails coming into our help desk. We have a separate queue for email tickets coming in and it has been tested and is ready for implementation. One last, yet important question I have is how to efficiently reply to these email tickets after they are created. I see this section [Compose Answer: Email], directly underneath this is blank. Is there someway to get a link there to reply to an email ticket? I think there is probably an easy config to get this but I could be wrong. Thanks in advance. >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support -- meirickc(a)nicc.edu Northeast Iowa Community College -- http://www.nicc.edu

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RE: [otrs] A form per queue. Is it possible?
by Lars Jørgensen 21 Feb '08

21 Feb '08

> If I create forms from outside OTRS I will not populate OTRS > db but only OTRS email messages. That is incorrect. The forms will send mails *into* OTRS. OTRS will then create tickets with the information in the mails. -- Lars

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RE: [otrs] A form per queue. Is it possible?
by Lars Jørgensen 21 Feb '08

21 Feb '08

Hi Daniele. > And, even, if I create 5 OTRS installation with 5 different form and > queue, I will not be able to move a wrongly sent ticket from one OTRS > installation to the right queue in a different OTRS installation. You misunderstand. You will *not* use the forms provided with OTRS. You will create your *own* forms in Perl, PHP, .Net or whatever fancy programming tool the kids use these days. You will end up with something like this: YourForm1.php -> email -> OTRS Queue1 YourForm2.php -> email -> OTRS Queue2 YourForm3.php -> email -> OTRS Queue3 YourForm4.php -> email -> OTRS Queue4 YourForm5.php -> email -> OTRS Queue5 All your forms will send emails to *the same* OTRS system. The forms will validate the user input and put information in the email that will make OTRS submit the tickets into the queues you want. -- Lars

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Re: [otrs] A form per queue. Is it possible?
by Daniele 21 Feb '08

21 Feb '08

yes, you all were right. I was wrong. I made a mistake. The problem I see is that I don't have required information into ORTS db (useful for future/needed data analysis). And, even, if I create 5 OTRS installation with 5 different form and queue, I will not be able to move a wrongly sent ticket from one OTRS installation to the right queue in a different OTRS installation. I posted the feature request number 2707.

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RE: [otrs] A form per queue. Is it possible?
by Lars Jørgensen 21 Feb '08

21 Feb '08

> With the solutions you suggested I can't be sure the customer send me > all the required (mandatory) information. Of course you can. You build validation into your forms. This is how billions of web forms are constructed around the world. -- Lars

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RE: [otrs] ldap OTRS group question
by Sune T. Tougaard 21 Feb '08

21 Feb '08

I use the "Roles" functionality to do this. # UserSyncLDAPRolesDefination # (If "LDAP" was selected for AuthModule and you want to sync LDAP # groups to otrs roles, define the following.) $Self->{'UserSyncLDAPRolesDefination'} = { # LDAP group 'CN=OTRS Admins,OU=OTRS,OU=System Integration,DC=sub,DC=domain,DC=com' => { # OTRS role 'Admins' => 1, 'IT' => 1, }, 'CN=OTRS_Group1,OU=OTRS,OU=System Integration,DC=sub,DC=domain,DC=com' => { 'Group1' => 1, } }; Of course, change the obvious in the DNs, and setup roles prior to using this. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Joe Ersinghaus Sent: 21. februar 2008 01:00 To: otrs(a)otrs.org Subject: [otrs] ldap OTRS group question Hello All, New to OTRS. Got it installed and talking to LDAP for authentication. Is there a way assign LDAP groups to OTRS groups in Config.pm? Looks like the way the Config.pm is configured is that at first login, you are assigned to the OTRS "user" group via this little snippet: # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; Is there a way outside of modifying the MySQL database directly to add particular users to the OTRS admin group after the initial login? Thanks, Joe _______________________________________________ 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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ldap OTRS group question
by Joe Ersinghaus 20 Feb '08

20 Feb '08

Hello All, New to OTRS. Got it installed and talking to LDAP for authentication. Is there a way assign LDAP groups to OTRS groups in Config.pm? Looks like the way the Config.pm is configured is that at first login, you are assigned to the OTRS "user" group via this little snippet: # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; Is there a way outside of modifying the MySQL database directly to add particular users to the OTRS admin group after the initial login? Thanks, Joe

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Importing customers
by Luke Michalski 20 Feb '08

20 Feb '08

Hi, I am about add clients to OTRS, but there is like 1k of them J I was wondering whether there exists any tool that allows importing users? Best regards Lukasz Michalski Support Engineer Cipher-IT Ltd 0870 242 6241 www.cipher-it.co.uk

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