June 2008 - otrs - OTRS mailing lists

Customer authentication via Active Directory
by Christophe Flaviani 04 Jun '08

04 Jun '08

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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backup error, Application.tar.gz: file changed as we read it, failed
by Friedrich Nietzsche 04 Jun '08

04 Jun '08

Hi I'm trying out the backup script in otrs/scripts, but I get this error message: otrs:/usr/share/otrs/backup# /usr/share/otrs/scripts/backup.pl -d /usr/share/otrs/backup done Backup /usr/share/otrs/backup/2008-06-04_09-27/Config.tar.gz ... done Backup /usr/share/otrs/backup/2008-06-04_09-27/Application.tar.gz ... tar: ./backup/2008-06-04_09-27/Application.tar.gz: file changed as we read it failed Dump MySQL rdbms ... done Compress SQL-file... done -- Does anyone know how to fix Backup /usr/share/otrs/backup/2008-06-04_09-27/Application.tar.gz ... tar: ./backup/2008-06-04_09-27/Application.tar.gz: file changed as we read it failed? I still get some data into the archive though: -rw-r--r-- 1 root root 9910285 Jun 4 09:27 Application.tar.gz -rw-r--r-- 1 root root 12604 Jun 4 09:27 Config.tar.gz -rw-r--r-- 1 root root 16493 Jun 4 09:27 DatabaseBackup.sql.gz -rw-r--r-- 1 root root 224 Jun 4 09:27 SymLinks.tar.gz Thanks in advance! _________________________________________________________________ Utmana dina kompisar i Sten, sax, påse! http://www.live.msn.se/messenger/#/News/

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Do you know about mod_perl?
by Lars Jørgensen 04 Jun '08

04 Jun '08

Hi I was browsing through the OTRS documentation and way down in chapter 21 it says "Of course you should use mod_perl 2.0". That's all and that's probably why I didn't enable it before now. I found /opt/otrs/README.webserver which had a little more info, and I decided to try and install mod_perl. That thing is FAST! Before OTRS was always a bit on the slow side, now it performs very quickly. Maybe everybody on this list already knows about mod_perl and in that case I'm sorry about this mail. But if you don't know about it, you should definitely check it out. It ought to at least be mentioned in the installation section of the manual. -- Lars

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Doubts regarding the Generic Agent
by Joseph Sibie Devis 03 Jun '08

03 Jun '08

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Email-ticket vs Phone-ticket
by Régis OBERLE 03 Jun '08

03 Jun '08

Hello OTRS Fans, I'm currently writing the OTRS manual for our agents and I'm thinking about removing the Phone-ticket link in the user interface so that no one can use it. Why ? ==> Because: - When creating a phone ticket, no e-mail is sent to the customer, and he doesn't know the ticket number for future reference and he is not invited to go to the customer web interface to follow his ticket. E-mail ticket does it very well. - Someone would say: Phone ticket is for customer who don't have e-mail address. Wrong, e-mail address is mandatory when creating a customer user. - I think, even if the curtomer phoned to ask for a question or a service, the ticket should be created through the E-mail-ticket page and not through the phone-ticket page. Am I right ? Did I miss something in the phone-ticket functionnality ? What do you think about that ? Any experience would be helpful. Regards, Régis

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queue view
by adrian guevara 03 Jun '08

03 Jun '08

Hi, Is there a way to make the queues (and the tickets that fall on them) appear persistently on the queue view page? From what I've seen, when a ticket in a certain queue is locked, it disappears from the queue itself. I'm thinking I can use this so that an agent can see what other agents are working on. Thanks in advance!

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Don't show queues if only one
by Jesús M. Navarro 03 Jun '08

03 Jun '08

Hi list: Due to the fact that we use per client support e-mail addresses we usually have one queue and only one per client. When the user tries to create a new ticket within the web interface she has to select the queue for the ticket to go in from a dropdown list which shows "nothing" (well, something like "--") and her own client queue with the former preselected by default. Is it possible to "hide" the queue dropdown list when there's only one to choose (and pre-select that queue) or, at list, this queue to be the preselected one instead of the "blank" one? 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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Modifying service in the response form ?
by Régis OBERLE 03 Jun '08

03 Jun '08

Hello OTRS fans, I'm loking for a way to enable the possibility for an agent to modify the service (and maybe other fields) when replying to a ticket using one of the default responses. There is no such parameter in Config Options: Ticket -> Frontend::Agent::Ticket::ViewCompose What I'm trying to do is to fully qualify the new ticket as soon as possible. The first answer of the agent seems to be the right place, doesn't it ? What are YOU doing ? When do you fully qualify a new ticket ? For example, an email ticket pushed with Postmaster ? Thanks and regards, Régis

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Help upgrade 2.0 to 2.2.6 errors
by Gary Smith 03 Jun '08

03 Jun '08

Went through upgrade as per notes (I think) all went ok it seemed until I tried logging into OTRS again. Can login, but will not show tickets. have I missed something? I have run the extra database ALTER TABLE ticket ADD escalation_response_time INTEGER; ALTER TABLE ticket ADD escalation_solution_time INTEGER; as per some notes I picked up from users. Any help appreciated to get my OTRS back up and running. Software error: Can't use an undefined value as a HASH reference at ../..//Kernel/System/Ticket/Article.pm line 1409. For help, please send mail to the webmaster (root@localhost <mailto:root@localhost>), giving this error message and the time and date of the error. -- Gary Smith -

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Re: [otrs] Email-ticket vs Phone-ticket
by Theo Milligan 02 Jun '08

02 Jun '08

50/50 The phone ticket has being useful for us when because we are an in house operation. The PH number is used as the contact point for company reasons (personal contact) , as well for those that do not have computing resources at hand. There are a lot of tasks/trouble tickets that are not usually sent as an email but in conversation. I think it has benefit. It should not always be email centric. Great opportunity to refine it rather than remove it My 2cents worth. Best Regards Theo PPlease consider the environment before printing this e-mail ----- Original Message ---- From: Régis OBERLE <regis.oberle(a)waterair.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Monday, 2 June, 2008 9:26:54 PM Subject: [otrs] Email-ticket vs Phone-ticket Hello OTRS Fans, I'm currently writing the OTRS manual for our agents and I'm thinking about removing the Phone-ticket link in the user interface so that no one can use it. Why ? ==> Because: - When creating a phone ticket, no e-mail is sent to the customer, and he doesn't know the ticket number for future reference and he is not invited to go to the customer web interface to follow his ticket. E-mail ticket does it very well. - Someone would say: Phone ticket is for customer who don't have e-mail address. Wrong, e-mail address is mandatory when creating a customer user. - I think, even if the curtomer phoned to ask for a question or a service, the ticket should be created through the E-mail-ticket page and not through the phone-ticket page. Am I right ? Did I miss something in the phone-ticket functionnality ? What do you think about that ? Any experience would be helpful. Regards, Régis _______________________________________________ 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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