April 2008 - otrs - OTRS mailing lists

Sort of FreeText fields
by Rodrigo Pereira 24 Apr '08

24 Apr '08

Hello! I've managed to change sorting of the regular components, adding the SortBy attribute on a few places on the code. I'm trying now to achieve that with FreeTextFields, but not having much success. I just need to have the dropdown boxes ordered by their keys and not by content. Any suggestions on the best way to achieve this? Thanks, rodrigo

1 0

User stats
by Arnold Ligtvoet 24 Apr '08

24 Apr '08

Hi, I'm trying to work out a query that will output the agent activity for a period. I've come up with this query: SELECT DISTINCT ticket.id, ticket.tn, count(ticket.id) as NO,system_user.first_name, system_user.last_name, ticket_state.name FROM ticket JOIN ticket_state ON ticket_state.id=ticket_state_id JOIN system_user ON system_user.id=user_id WHERE ticket.create_time LIKE '%2008-04%' AND ticket_state_id > 1 AND ticket.change_by = ticket.user_id GROUP BY user_id,ticket_state.name; When I set it to create_time in the WHERE clause, the numbers look like they are possible, however I'm seeing only tickets that were started in the period that the query runs for and I'd like to see final ticket states. I've tried changing create_time to change_time however this gives me unusual high numbers of tickets. Arnold. BTW: is everybody getting reposts from the mailing list? I see my own posts come back and back?

3 4

Notification for External Notes
by Sherry CK 24 Apr '08

24 Apr '08

Hi, I have the OTRS system ([ OTRS::ITSM 1.0.6 <http://otrs.gb-solution.com/otrs/index.pl?> ], Powered by OTRS 2.2.6 <http://otrs.org/> ) running. I am trying to get the notifications to work to our requirements. What I would like to see is * When an external note is added by the agent, a mail is sent to the customer * When this mail is sent to the customer, it should contain the note that was added by the agent instead of a mail which says that "A new note is added to the ticket" If I am not mistaken, mail on external note was working initially when the system was setup. But, I cannot find the option to enable it now. Thanks. Sherry

1 0

Customer Ticket Type List
by Vince Deli 23 Apr '08

23 Apr '08

I have been very impressed with OTRS and the ability to customize to meet our needs. I cannot however, figure out how to limit the Ticket Type Dropdown list for the Customer "New Ticket" Email form. We would like to have the ability to only have the Customer open certain types of tickets. I have only been able to give them all of the ticket types or none. Can this be done? Thanks in advance for any help!! _________________________________________________________________ Back to work after baby–how do you know when you’re ready? http://lifestyle.msn.com/familyandparenting/articleNW.aspx?cp-documentid=57…

1 0

LDAP customer creation/sync
by Wim Beerten 23 Apr '08

23 Apr '08

Hi, I’m going through the configuration of LDAP(e-directory) for OTRS. I’ve been able to configure that Agents/Customers use LDAP for authentication and that a new agent can automatically be created from LDAP when he logs in the first time in the agent web interface thanks to the documentation and some examples I found in this mailing list. I’m trying to accomplish the same thing now for Customers who log in the first time through the Customer web interface but can’t seem to get it to work. To my understanding it is the #UserSyncLDAPMap (see the config below) section that makes it possible that a new agent (which has an account in e-directory) can log in on the agent web interface and that his user data gets mapped to the OTRS database. What do I need to use to make the same thing possible for a new customer (which has an account in e-directory) who logs in on the customer web interface? Any help or comments on my configuration are much appreciated. This is my config : # ---------------------------------------------------- # # LDAP Agent Auth # # ---------------------------------------------------- # $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '193.190.59.1'; $Self->{'AuthModule::LDAP::BaseDN'} = 'o=khlim'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=helpdesk,ou=res,ou=die,o=khlim'; $Self->{'AuthModule::LDAP::SearchUserPw'} = ''; # ---------------------------------------------------- # # LDAP Customer Auth # # ---------------------------------------------------- # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '193.190.59.1'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'o=khlim'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'UID'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=helpdesk,ou=res,ou=die,o=khlim'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; # ---------------------------------------------------- # # LDAP Customer/Agent Data from LDAP # # ---------------------------------------------------- # # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Khlim', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '193.190.59.1', # ldap base dn BaseDN => 'o=khlim', # 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=helpdesk,ou=res,ou=die,o=khlim', UserPw => '', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' #AlwaysFilter => '(&(objectClass=user)(mail=*@khlim))', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) #SourceCharset => 'utf-8', #DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'givenName', 'sn'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenName', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) #CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ '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', 'mail', 0, 1, 'var', '', 0 ], #[ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 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 ], ], }; #UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; #UserSyncLDAPGroups #(If "LDAP" was selected="selected" for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'system_user'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; No virus found in this outgoing message. Checked by AVG. Version: 7.5.524 / Virus Database: 269.23.3/1392 - Release Date: 22/04/2008 15:51

1 0

Time units, normal time vs. overtime
by Sune T. Tougaard 23 Apr '08

23 Apr '08

Hi, I'd like to "expand" the "Time Units" field when handling tickets. My users have a need to distinguish between normal time used on a ticket and overtime used. (for billing and statistical purposes, for example) I'm imagining that it's a fairly simple thing to do, but i have no idea how to, as i'm really not a coder. Can anyone help? Have also had a look at the "Time Accounting" module, but... I just didn't get it. And it seems a bit overkill for what i need. Thanks. -- /Sune

1 0

Customer can't see my comments
by Tony Canale 23 Apr '08

23 Apr '08

Dear OTRS, Customer can't see my comments:.... when an agent closes a ticket, with comments, the customer that created the ticket gets the email notification but the comments don't show in the body of the email. (they doesn't show in their customer queue either,... it only states that its been closed by the agents. The only time that the comments show up is when I use "compose answer email", instead of close link. why are the comments not showing up? thanks for the help, we are using VER.2.2.5 -Tony _________________________________________________________________ Use video conversation to talk face-to-face with Windows Live Messenger. http://www.windowslive.com/messenger/connect_your_way.html?ocid=TXT_TAGLM_W…

3 2

Ldap integration
by Miguel Dias 22 Apr '08

22 Apr '08

Hello all, I'm trying to use the Ldap authentication... I 've configured over the Frontend::Customer::Auth<http://129.157.70.47/otrs/index.pl?Action=AdminSysConfig&Subaction=Edit&Sys…>in Webinterface but I'm not getting the good results... Is there other way to do it? I found some code in website for user and agent login how can I put it where is the file? I'm using SUSE on it. Thank you all

1 1

Test 22/04/08 1634
by Shawn Beasley 22 Apr '08

22 Apr '08

test of mailing list -- 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

1 0

recording email discussions for a ticket
by Kent Tong 22 Apr '08

22 Apr '08

Hi, Is it possible to let OTRS record email discussions for a ticket? The "Note" function is closed but it won't email other fellow support engineers. Thanks for any info!

1 0