June 2008 - otrs - OTRS mailing lists

compose answer: cc-field is auto-filled ??
by Peter van Beugen 05 Jun '08

05 Jun '08

Hi, I have a few OTRS installations (2.2.5) and with two I have a strange problem: when I answer a ticket by using one of the "compose answer" links I have, the CC field of the ticket is auto-filled with the original "TO" email address. (so when the agent do not pay attention and not clear the cc field, the answer ticket is sent to the queue again...) I'm very confused about this and researched all the config options, but I can not find any option to control this. anyone??? regards, Peter van Beugen

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Re: [otrs] change user name makes loosing ticket tracking?!
by LQ Marshall 05 Jun '08

05 Jun '08

If I follow your question correctly, the answer is yes. This is the behavior I have seen. You'd would have to edit each ticket assigned to that customer. I would think there may be an automated way of performing this. Paulo Abreu wrote on 6/4/08 12:03 >I have just edit client user >and after changing user >name, the user is >not able to track its tickets >again. I have to restore >username again. >Is this a normal behavior? > >Thanks, >Paulo Abreu

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Replacement for CronW
by Zimmerling, Alexander 05 Jun '08

05 Jun '08

Hi everybody, I'm looking for a replacement for cronW for Windows. We are running a Windows 2000 Server and OTRS on IIS and MSSQL. One of the requirements is, that as less as possible software is installed on this system. Is it possible to run the 'cronjobs' with the task-scheduler? I've created some batch files, which will do all the stuff needed, but the stop working after one day (without any reason). Anyone some experience? Kind regards, Alex

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prevent change in customer id...
by adrian guevara 05 Jun '08

05 Jun '08

Hi Guys, Yet more questions from me... We are currently parsing emails from a distribution list and creating new emails as tickets. There seems to be a problem when parsing emails from agents. If an agent replies to a ticket via email (the real one, not the email-ticket facility), it seems that he is also changing the customer id of the ticket involuntarily (he has full admin rights). How can you prevent anyone (even admins) from changing the original customer indicated in the ticket if the response was sent via email? Can someone point this out to me? Thanks!

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remove ticket hook divider, etc...
by adrian guevara 05 Jun '08

05 Jun '08

Hi Guys, It's me again :) Is there a way to remove the ticket hook, the divider and the number generator on the email sent out by otrs? If not, is it possible to configure it in such a way that the subject is shown first before the ticket hook, etc. ? I tried disabling those from Core::Ticket, and it doesn't seem to work. Cheers, Rebs

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Otrs Newbie question
by Daniel Castro 04 Jun '08

04 Jun '08

Hi, I started to use OTR and i am really liking it. I want to know to to configure otrs to send in the Customer::StateUpdate the text I typed when I closed the ticket. This is important to show the user why I closed the Ticket. Or there is a better way to do it? Best Regards, -- Daniel Castro - דניאל Home Page : www.danielti.com.br MSN: danielti(a)gmail.com Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria

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Otrs Newbie question
by Daniel Castro 04 Jun '08

04 Jun '08

Hi, I started to use OTR and i am really liking it. I want to know to to configure otrs to send in the Customer::StateUpdate the text I typed when I closed the ticket. This is important to show the user why I closed the Ticket. Or there is a better way to do it? Best Regards, -- Daniel Castro - דניאל Home Page : www.danielti.com.br MSN: danielti(a)gmail.com Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria

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change user name makes loosing ticket tracking?!
by Paulo Abreu 04 Jun '08

04 Jun '08

I have just edit client user and after changing user name, the user is not able to track its tickets again. I have to restore username again. Is this a normal behavior? Thanks, Paulo Abreu

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How to quote an internal note?
by Kai Habermann 04 Jun '08

04 Jun '08

Hi everyone, I hope you guys have a hint for me: Is it possible for an agent, to qoute or comment an internal note without sending an email? So an agent is able to leave another comment quoting his earlier statement? Like the normal email behaviour without email: On ... agent X wrote: > quoted text > 2nd quoted line new comment Is that possible with otrs? And when ist ist possible, how can I get this to work? Thanks in advance! :-) Kai -- GMX startet ShortView.de. Hier findest Du Leute mit Deinen Interessen! Jetzt dabei sein: http://www.shortview.de/?mc=sv_ext_mf@gmx

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Re: [otrs] Customer authentication via Active Directory
by Sune T. Tougaard 04 Jun '08

04 Jun '08

Hi, I think there may be a couple of typos in the config file (UserPricipalName (missing 'n') ). Besides that, i think that some of the fields are mandatory. If, for example, you login as a user with an empty E-mail field, you'll get the Panic! No UserData! error. Login, Email and CustomerID needed, according to your own config file. Others may also be required. Is there anything in the OTRS log about missing data? -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christophe Flaviani Sent: 4. juni 2008 12:52 To: otrs(a)otrs.org Subject: [otrs] Customer authentication via Active Directory Dear All, I'm configuring otrs 2.2.6 and I'm facing a configuration problem: Configuration goal: Manage all users (both agents and customers) from an Active Directory Server (Windows 2003 SP2) so that we don't have to add a user in both interfaces. I managed to setup both Agent Authentication and Agent db synchronistation (which is done through UserSyncLDAPMap). This part works fine: When I login with an unkown user for otrs, he authenticates vie AD, fetches all info from the AD and writes it into the system_user table. Concerning the customer part, I can authenticate vie AD for the customers, but he does not inject anything into the customer_user table When I try to login through the Customer page, I get the message "Panic! No UserData!!!". As I understood, after reading the documentation and the different config pages, this is due to the fact that he cannot find a reference into the customer_user table... How do I synchronize/inject data into the customer_user table from AD? Is there a similar mechanism as for the Agents (through UserSyncLDAPMap)? (through the parameter {DatabaseUserTable} = 'customer_user' ?) Or am I missing things In attachment, you'll find my configuration Regards, Christophe PS: Authentication works fine as in the logging (and also while sniffing traffic) he authenticates well and passes all data.

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