May 2008 - otrs - OTRS mailing lists

Ldap Referral... Help me Please
by Miguel Dias 13 May '08

13 May '08

Hello all, I'm using Ldap authentication for agents and customers... But the problem is that if the local Ldap don't have the information it redirect me to another Ldap Server... But that referral seems to be not understand from OTRS... Anyone have idea to fix this problem? Thank you...

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OTRS + OCS-ng?
by syareefdol 13 May '08

13 May '08

Hey guys, Currently I'm implementing OTRS for my company. So far, we quite enjoy to use it with some modifications and add on. But here the question goes; 1) Before OTRS system use for our company, I'm using OCS-ng which is open source for our inventory and tracking system of equipment. Here the trick; how can I extract all data inside OCS-ng and push it to all in OTRS/ITSM system?? I've been thinking this lately but serious no idea for this moment. It would be great if this can be done which using OTRS system as our core system in company. Thanks anyway for reading my mail and hope someone will reply soon. Cheers, Syareefdol.

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Integration with Remedy ..
by Orlov, Leonid (Contr) (Mission Systems) 13 May '08

13 May '08

I am wondering if there is a OTRS module or feature that enable to move tickets between Remedy and OTRS Thanks for your help Leonid Orlov Hermosa Beach

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Different Pending status of ticket
by Ramesh.Nernuru＠cognizant.com 12 May '08

12 May '08

Hi, We have these "pending auto close+", "pending auto close-" "pending reminder" types on a ticket. Could anyone tell me the meaning of each of these types? When a ticket has status as 'pending auto close+/- means what? Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

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Ticket Status Merge
by Ramesh.Nernuru＠cognizant.com 12 May '08

12 May '08

Hi, When a ticket is merged with another ticket, will both share the same ticket#? Could anyone brief on merging of tickets? What will be final status of each of the tickets? Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

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Ticket Life-cycle
by Ramesh.Nernuru＠cognizant.com 12 May '08

12 May '08

Hi, Could anyone let me know the life cycle of the ticket? I assume the state of the ticket OR Type of the ticket is considered as the life cycle. Per default the state types "closed", "merged", "new", "open", "pending auto", "pendig reminder" and "removed". Here what is the order of the ticket life? 1. New 2. Open 3. ??? 4. ??? Please clarify Thanks N Ramesh This e-mail and any files transmitted with it are for the sole use of the intended recipient(s) and may contain confidential and privileged information. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message. Any unauthorised review, use, disclosure, dissemination, forwarding, printing or copying of this email or any action taken in reliance on this e-mail is strictly prohibited and may be unlawful.

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File manager permissions
by Phil Maynard 12 May '08

12 May '08

What should the file manager folder permissions be? This is on openSUSE 10.3 Thanks, Phil

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SugarCRM and OTRS
by Kai Osthoff 12 May '08

12 May '08

Hi OTRS-Junkies! Does anyone have a runing OTRS <-> SugarCRM Connector or any requirement for such a "feature"? Greetings, Kai Osthoff

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controlling cc: field
by Charles Sprickman 12 May '08

12 May '08

Hi all, Perhaps I've got things a bit screwy, but I'm having a problem since upgrading to 2.2.5 where it seems that otrs will cc: it's own address on follow-ups, which basically makes something of a loop. Overview of how the queue and email addresses are setup: -admin(a)example.com forwards to otrs(a)example.com (as will other addresses eventually, ie: support, abuse, etc.) -POP account "otrs(a)example.com" is checked via POP3 module -Postmaster filters match on the "To:" address of admin(a)example.com and set the queue to "admin" -In "email addresses" I have an address for each external/valid address setup, ie: admin@ also has otrs-admin@ which is the reply to avoid loops, if I'm remembering this from when I set this up years ago... Am I doing this all wrong? The docs walk through the very basics, but don't really get into any theory as to the hows and whys... I'm open to changing this, since I only have one queue at the moment. Thanks, Charles

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POP3 Authentication Failed
by Sabeer Ahamed 09 May '08

09 May '08

Hi All I have configured POP3 setup in OTRS My POP3 server is opne access and i am able to use my POP3 account and everthing is fine But When I configured POP3 acount with OTRS it gives me the error *[Thu May 8 19:30:02 2008][Error][main::FetchMail][162] Auth for user ** root(a)tcshd.com* <root(a)tcshd.com>* failed!* The account details password everything is correct there nothing wrong in my POP3 account I am sure about this But I keep on getting the above error. Please any one tell me is there anything to be done kindly guide me Regards Sabeer

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