June 2008 - otrs - OTRS mailing lists

Re: [otrs] missing Service type items from the dropdown...
by Klaus Bruno 11 Jun '08

11 Jun '08

Hi Adrian We run actually with more than 30 services. They all must be either associated to one or more customers or marked as default service. Check your configuration at "Customer Users <-> Services" Best regards, Bruno -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of adrian guevara Sent: Monday, June 09, 2008 8:38 AM To: User questions and discussions about OTRS.org Subject: [otrs] missing Service type items from the dropdown... Hi, I have 21 valid items on my service list. The trouble is, only 12 of them are appearing on the service drop-down list (from the email ticket or anywhere...). Is there a limit to the number of services that you can add to OTRS? Thanks in advance!

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OpenLDAP Testing?
by Jeff Davis 10 Jun '08

10 Jun '08

New to OTRS... Currently evaluating to see if this system is right for our organization. It's installed, now trying to get LDAP functionality. We use openldap. Steps in docs are a bit unclear to me as to what needs to be done and where to enable LDAP Auth & sync, and methods for testing/debugging my configuration. Thanks in advance for any pointers

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otrs 2.3 subdomain
by arturo alonso 10 Jun '08

10 Jun '08

Hi how I make one subdomain go to public.pl and not index.pl I try to make in the directives In apache of this subdomain but always redirect to: subdomain.domain/otrs/index.pl and I like only open subdomain.domain/otrs/public.pl how i make the default file in OTRS is public.pl thanks in advance

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subdomain to public.pl
by arturo alonso 10 Jun '08

10 Jun '08

Hi how I make one subdomain go to public.pl and not index.pl I try to make in the directives In apache of this subdomain but always redirect to: subdomain.domain/otrs/index.pl and I like only open subdomain.domain/otrs/public.pl how i make the default file in OTRS is public.pl thanks in advance

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OTRS 2.2.6 - Understanding Roles and their implementation in OTRS
by Power, Nathan 10 Jun '08

10 Jun '08

Good Afternoon, Is there anyone successfully utilizing the "Roles" feature of OTRS 2.2.6? The feature isn't behaving as I would expect, and I am wondering if my understanding of the feature is incorrect (based on the documentation in the Admin Manual). ========================= My expectation and understanding: Roles are used to simplify the applying of permissions for Agents. This is extremely useful with numerous queues and Agents in the system. To use the feature I do the following: 1. Create a new role [Roles] 2. Give the new role permissions to a group [Roles <-> Groups] 3. Connect the new role to a user [Roles <-> Users] I create a role "Supervisor" I give the "Supervisor" role R/W to the "Helpdesk" group I give the "Supervisor" role to the Agent "IT Manager Bob" (Active) At this point, I would expect to look at "IT Manager Bob" in the [Users <-> Groups] section of OTRS and see that he now has R/W for the "Helpdesk" group. ========================= This is not what I see. When I configure the roles, apply the roles to groups and then apply the roles to the user I don't see any permissions listed in the [Users <-> Groups]. When I log in with the IT Manager Bob account, he doesn't have any permissions in the queue. I have to manually go into [Users <-> Groups] to give him R/W permissions for that queue. I thought the point of Roles was to simplify the application of permissions for Agents. What am I missing or not understanding? If that isn't what Roles are for, what is the purpose of Roles? Having to apply permissions manually for each Agent works, but is much more time-consuming in the long run. Nathan Power Technology Support Services

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Error
by R.OLYMPH＠denso.nl 10 Jun '08

10 Jun '08

Hi all, I have tried to configer OTRS to make connection to my LDAP server I think I filled in the right settings but get the message : Software error: Not a CODE reference at C:/OTRS/otrs/bin/cgi-bin/index.pl line 44, <PRODUCT> line 4. For help, please send mail to the webmaster (admin(a)your-domain.com) giving this error message and the time and date of the error. does anyone know what this means? __________________________________________________________________________________ Ray Olymph – IS Department | DENSO Europe B.V. Hogeweyselaan 165 | 1382 JL Weesp | P.O. Box 89 | 1380 AB Weesp | The Netherlands ( +31 294 493 222 | NICENET 5030 267 | 6 +31 294 417 122 * R.Olymph(a)denso.nl | : www.denso-europe.com __________________________________________________________________________________

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How to notify a customer when the agent make a UPDATE or FOLLOW UP
by Gabriel Cuervo 10 Jun '08

10 Jun '08

Hi, Let me know how i can send a notification to the customer when the agent make a follow up or update the tickets. Thanks in advance. _________________________________________________________________ News, entertainment and everything you care about at Live.com. Get it now! http://www.live.com/getstarted.aspx

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Services/SLA not working
by Jesús M. Navarro 10 Jun '08

10 Jun '08

Hi all: I'm using Postgres 8.1 and LDAP backend for both users and clients, and my environment seems to be working fine. Now I'm trying to active "services" like "desktop" or "email" for the clients to choose among. Core::Ticket::Service shows "yes" from SysConfig. I can go to Customer User <-> Services and choose one of the services I created to add customers to it. I can click on the users I want and then go to "Send", but then, if I go again to that screen (or if I choose a service to have a look at what customers go along with it) there's no user selected. If I go to the service_customer_user it shows empty. I'm doing something wrong? -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro(a)andago.com

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customized template not chosen
by Jesús M. Navarro 10 Jun '08

10 Jun '08

Hi, list: I'm starting work on a customized theme following "Chapter 14. Creating own themes". I created a "Mycompany" folder within Kernel/Output/HTML, and copied inthere all files from the "Standard" theme with same owner and permissions; then I modified CustomerLogin.dtl and Login.dtl and modified database and Config to point by default to the new theme. It works as expected in that now login appearance is that from my templates. But if I login either as client or agent and then I simply logout, the GUI will use (by means of an index.pl?Action=Logout or customer.pl?Action=Logout form action) the standard template instead of the customized one. Do I need to modify any other config option? Might it be a bug in that some code won't honor current selected theme? TIA -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro(a)andago.com

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LDAP customer backend problem
by CARNINO Daniele 10 Jun '08

10 Jun '08

Hello all, I have a strange problem with the LDAP Customer Backend. When I enter a string and click "Search Customer" in the New Phone Ticket (Outbound) module, if the query returns two or more hits, then I can select one of them, click "Take this customer" and everything is ok: i see all the fields of "customer info" populated correctly. But if the query returns only one hit, there's no way to "take" it and see the "customer info" populated: it remains empty or with the data related to the last "taken" customer. Any hint? Ciao, d. Daniele Carnino ICT - Architetture FIAT Services S.p.A.

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