March 2008 - otrs - OTRS mailing lists

First response time according to time of the day
by Aysel Pamuk 27 Mar '08

27 Mar '08

Hello, I have an SLA such as: If working hours, first response time is 30mins, If out of working hours, first response time is 60mins. Have can I configure the OTRS? Should I define different queues or different SLA? Thanks in advance, Aysel

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multiple email in one queue
by sharif islam 27 Mar '08

27 Mar '08

Is it possible to assign multiple email addresses to one queue? --s

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RE: [otrs] Ticket name
by DAVAUT Benoit [FR] 27 Mar '08

27 Mar '08

Hi, Sorry, my question wasn't complete: Once a ticket created with any name, I would like to be able to change it from the agent user interface. Thanks' for your help. Benoit DAVAUT -----Original Message----- From: Shawn Beasley [mailto:shawn.beasley@otrs.com] Sent: jeudi 27 mars 2008 12:37 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Ticket name Hi Benoit, > > Hello, > > > > Is it possible to change the ticket name via the admin area of OTRS ?! > > If possible, how ? > You can change the title in the free fields mask. -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann

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Removing the language option from the login pages
by Clary, Steve 27 Mar '08

27 Mar '08

Can anyone tell me how to remove the language option from both the login.pl and customer.pl pages? Steve _______________________________________________ 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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Ticket name
by DAVAUT Benoit [FR] 27 Mar '08

27 Mar '08

Hello, Is it possible to change the ticket name via the admin area of OTRS ?! If possible, how ? Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

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OTRS::CiCS 1.1.7 - OTRS-extension package for download
by Torsten Thau 26 Mar '08

26 Mar '08

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, since there's still no addons.otrs.org :( I think it's a good idea to announce the public release for an OTRS-extension here. We call it "OTRS::Customer Information an Communication System" (in short "OTRS:CiCS"). It offers some extensions and specializations to the common OTRS: NEW FUNCTIONS: * writable LDAP CustomerBackend * copy function for customer user entries: - useful if you add contact from a already known company - UserID/UserLogin is not copied (should be unique) * FAQ-Workflow: - create FAQ-articles from articles - the new faq-article is put in category "FAQ-Editorial" - group faq_editors gets informed (ticket) about this new faq-article - group faq_editors reviews, edits, categorizes and publishes the new faq-article * module CustomerHistory: - search customer and list recent tickets as known from new ticket function * new ticket functions: o document links - attach documents in a web accessible file share to the ticket, this avoids attaching the same file in various articles - no files are attached but links ! o person links: - involve other persons (customer users) to a ticket - helpful if one needs to contact more than one person in a ticket o note scratch pad in ticket: - any agent can leave comments on a ticket without attaching an article (and without being the owner) o mark article as To-Do: - articles within a ticket can be marked as "ToDo" - this flag is personalized o article print: - print only the selected article, not the entire ticket o article forward with customer search: - added the customer user search as known from email-ticket to article forward o note forward: - notes may also be forwarded IMPROVED LAYOUT: * improved CustomerData presentation * foldable queue view * foldable article views in tickets * themes VerticalNavBar1 and VerticalNavBar2 You'll find this on our web site: http://www.cape-it.de (via news oder directly in the download area) After the installation you'll find two new files in <OTRS-HOME>: CHANGES_CiCS and CONFIGURE_CiCS which should be read in order to use all extensions. Please send any suggestions for improvement or bug reports to support(at)cape-it.de or to the otrs-dev-mailinglist. We appreciate any feedback regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT GmbH - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 company pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de AG Chemnitz - HRB 23192 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFH6hbmvXo8m5PgoXQRApa2AJ0RCM62Q3In8doobNO9KvCV/DhCogCfar6y EibOihpkWwDm3hlZp/jpO0s= =wfdz -----END PGP SIGNATURE-----

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Amending The Customer Frontend Navigation Bar
by Leigh Reed 26 Mar '08

26 Mar '08

Hi, I was wondering if it was possible to amend the customer frontend navigation bar. What I would like to do is: - Move the logout button to the right hand side of the bar. - Remove the Company Tickets button. - Change the link text on a couple of the buttons, e.g change FAQ_Area to just say FAQ. - Also, when I click on the My Tickets button, the link text and the text that appears at the top of the page looks like "MyTickets" like there is no space between the 2 words. Its trivial but doesn't look very nice. I have spent ages creating a really nice Customer Frontend and this is the only thing left to do but I cannot find the file I need to do this and it is driving me crazy. Any help would be appreciated. Thank you Leigh Reed

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customers without mailadress
by Alexander Scholler 26 Mar '08

26 Mar '08

Hi, we have 4000 customers, 1500 of them * don't have any mail-address. * or some of them are sharing a mail-account So far, I didn't import these 1500 people as customers. But now I have to assign tickets to these people, e.g. to document that work on their PCs was done. How should I realize this? So far, the customers are idetified by their mail-address - OK, I can switch this to their ads-name. But what about the mail-address-entry of customers that * share a mail-account? CustomerUserEmailUniqCheck => 0 ? * don't have a mail-address? Set UserEmail to not-required? Or leave it as required and use a unique dummy-mail-address? How can I prevent that mails can be sent to customers without a mailaddress or with a dummy-mail-address? Does this work? What are the consequences? Any experience on this issue? Bye, Alex

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Re: otrs Digest, Vol 56, Issue 59
by armin.kurz＠lobster.de 26 Mar '08

26 Mar '08

Sehr geehrte Damen und Herren, ich bin vom 17.03.2008 bis einschließlich 20.03.2008 nicht im Hause. In dringenden Fällen wenden Sie sich bitte an Herrn Klaus Sanktjohanser unter klaus.sanktjohanser(a)lobster.de oder telefonisch an: 08158 - 90766 - 0. Mit freundlichen Grüßen aus Tutzing Armin Kurz

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RE: [otrs] LDAP Authentication of Agents
by Sune T. Tougaard 26 Mar '08

26 Mar '08

You're using Windows AD, right? I think i once came to the conclusion that the "Users" container is exactly that: A container. Not an OU. So i think that you'll have to access it with "cn=Users" instead of "ou=Users", unless you've renamed the original Users container and created a new OU. And i see that your customer part is accessing "People" instead of "Users". Makes sense? Or am i way off... -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Ezra Taylor Sent: 25. marts 2008 15:14 To: User questions and discussions about OTRS.org Subject: Re: [otrs] LDAP Authentication of Agents What errors are you getting? Post the complete errors to your email. Also, make sure you have ldap working correctly before you use it to authorize and authenticate users. On Tue, Mar 25, 2008 at 9:31 AM, ammad shah <mammadshah(a)gmail.com <mailto:mammadshah@gmail.com> > wrote: i did alot of configuratios foudn on internet, but getting erros on httpd error log my Config.pm <http://Config.pm> is $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=test, dc=test, dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrs ldap, cn=Users, dc=test, dc=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; # This is an test configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'cc-pdc.test.local'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users, dc=test, dc=local'; $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'} = 'cn=otrs ldap, ou=Users, dc=test, dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '0tr$2008'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', # to use an external database # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', Password => '', }, # customer uniq id CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'Userlocalment', 'localment', 'localments', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'cc-pdc.test.local', # ldap base dn BaseDN => 'dc=test, dc=local', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=otrs ldap, ou=People, dc=test, dc=local', UserPw => '0tr$2008', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq 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' ], #[ 'Userlocalment', 'localment', 'description', 1, 0, 'var' ], ], }; when i try to login otrs otrs(a)test.local <mailto:otrs@test.local> using password. but getting errors. help required by all of you. -- M Ammad Shah _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> Support or consulting for your OTRS system? => http://www.otrs.com/ <http://www.otrs.com/> -- Ezra Taylor

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