June 2008 - otrs - OTRS mailing lists

Customer Users <-> Services not working
by Jesús M. Navarro 20 Jun '08

20 Jun '08

Hi, list: I'm using Postgres 8.1 and LDAP backend for both users and clients, and my environment seems to be working fine except it seems I can't add clients to services. Yes, Services are enabled through Core::Ticket::Service. It seems to be a problem with my database schema, since postgres logs shows the following: "ERROR: not allowed relationship service_customer_user" Any hint?

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FW: DirectoryIndex
by Lombardi Tonio at MFSS 20 Jun '08

20 Jun '08

Hi, I am trying to set DirectoryIndex to index.pl so that index.pl will load as the default document under the otrs directory. Does anyone have a clue how to do this? I can't seem to find my way around the apache configuration to get it to work. I am trying to set directoryIndex as follows but it wont work. Any idea why? /etc/httpd/conf.d/otrs.conf: ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # if mod_perl is used <IfModule mod_perl.c> # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location "/otrs"> # ErrorDocument 403 /otrs/customer.pl AllowOverride None ErrorDocument 403 /otrs/index.pl PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders Order allow,deny Allow from all SetHandler perl-script </Location> </IfModule> # directory settings <Directory "/opt/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all DirectoryIndex index.pl </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all Regards, Tonio Lombardi ICT Applications Officer Information Management Unit Ministry for Social Policy Valletta, Malta tel: +356 2590 3342 fax: +356 2590 3331 e-mail: tonio.lombardi(a)gov.mt <mailto:tonio.lombardi@gov.mt> www.spic.gov.mt <http://www.spic.gov.mt/> www.msp.gov.mt <http://www.msp.gov.mt> Please read our privacy policy: http://www.msp.gov.mt/ministry/email_privacy_policy.asp <http://www.msp.gov.mt/ministry/email_privacy_policy.asp>

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SSO
by Sam Ami 20 Jun '08

20 Jun '08

Hi all. I'd like to hear from anyone who has *actually setup* SSO (windows 200x domain) with OTRS ?

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Customer unable to view other tickets for same Company
by Mike Alsweiler 19 Jun '08

19 Jun '08

Apologies if this is a simple question - I'm new to OTRS. When a customer logs in to the customer interface, they can click the Company Tickets button to see tickets raised by others in their company. If the user clicks on the ticket raised by another, he/she gets a No Permission message. Is there any way of making it possible for all users within the Company to view (and hopefully add notes against) tickets raised by others within their company? Thanks in advance!

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Smart OTRS integration with sms gateway for ticket notification
by Luca Maranzano 19 Jun '08

19 Jun '08

Hi all, we are really happy with our OTRS 2.2.6 implementation. We have already implemented an email-to-SMS gateway (based on FoxBox Linux :-) which is capable of sending sms when writing an email to an address like sms+0123456789(a)sms.ourcompany.com <sms%2B0123456789(a)sms.ourcompany.com>. Now we'd like to integrate OTRS with our SMS gateway in order to achieve the following features: - when a new ticket for a particular queue is "New" we must trigger an SMS to a group of agent with an abstract of the message that opened the ticket - we'd like to have the sms sending bounded to a particular calendar, i.e. during working hours do not send sms, during off-work hours send the message - we'd like to send an sms if a ticket has an escalation Which is the Best Way to implement this in your experience? Anyone has implemented something similar ? TIA for your help. Regards, Luca

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DirectoryIndex
by Lombardi Tonio at MFSS 19 Jun '08

19 Jun '08

Hi, I am trying to set DirectoryIndex to index.pl so that index.pl will load as the default document under the otrs directory. Does anyone have a clue how to do this? I can't seem to find my way around the apache configuration to get it to work. I am trying to set directoryIndex as follows but it wont work. Any idea why? /etc/httpd/conf.d/otrs.conf: ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # if mod_perl is used <IfModule mod_perl.c> # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location "/otrs"> # ErrorDocument 403 /otrs/customer.pl AllowOverride None ErrorDocument 403 /otrs/index.pl PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders Order allow,deny Allow from all SetHandler perl-script </Location> </IfModule> # directory settings <Directory "/opt/otrs/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all DirectoryIndex index.pl </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all Regards, Tonio Lombardi ICT Applications Officer Information Management Unit Ministry for Social Policy Valletta, Malta tel: +356 2590 3342 fax: +356 2590 3331 e-mail: tonio.lombardi(a)gov.mt <mailto:tonio.lombardi@gov.mt> www.spic.gov.mt <http://www.spic.gov.mt/> www.msp.gov.mt <http://www.msp.gov.mt> Please read our privacy policy: http://www.msp.gov.mt/ministry/email_privacy_policy.asp <http://www.msp.gov.mt/ministry/email_privacy_policy.asp>

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Ticket edit
by Tom Leonard 19 Jun '08

19 Jun '08

This is my first OTRS installation. I'm using the system, but can't seem to find a function that allows me to edit information previously entered with a ticket. As an example, in a phone ticket, I may need to change: 1. Customer ID, simply because I got it wrong in the first place. 2. Accounted time. I have standard minimum times for initial ticket entry. In the beginning, I missed a few and would like to go back and clean this up. Is there a way to edit this data?

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Inventory and tracking tool?
by Nielson, Adam 19 Jun '08

19 Jun '08

Can you use OTRS, or OTRS + ITSM to do inventory and tracking? We constantly send out devices for test and need to track who has them, where they are, etc. Also, if we could use OTRS to submit requests and returns too. Mainly, is there a way to have a "spreadsheet" type style of inventory and asset tracking? Thank you, Adam Nielson

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How can I select more than 28 tickets for bulk action?
by David Baratech 19 Jun '08

19 Jun '08

Hi all! I have been reading the whole OTRS manual, and I found some tips. For example in my queue view now I can view more than 25 tickets (actually I see 100 tickets). However, I'm not able to select the whole tickets for bulk action; When I try it, I only get 28 selected tickets in the bulk action screen, and not the hundred I tried. Does anyone knows wich filed must I modify in order to select all available tickets for bulk action?, and then in the bulk action screen be able to see all these previous selected tickets ready for a bulk action? Thank you and best regards! -- David

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creating a button to preload text in a ticket
by Craig Meirick 19 Jun '08

19 Jun '08

I have been searching for a way to preload text in a common ticket (password resets) for more efficiency. I would like to have this available to the phone ticket creation since we use it 90% of the time, though it would be fine if it showed up in the email ticket creation window also. I found an existing post about this and was wondering if it pertains to what I would like to do. The posting is number: msg21692 and the title is: Re: [otrs] TEMPLATES. See below: >>> Can someone please help me? >>> I like to create a template for a one of my queue. >>> EXAMPLE; We have a queue called "NewHire", and we would like to add a template to >>>it; so when a customer submitt a "new hire request", we would like the template to pop-up >>>and have them fill out the blanks. The template is just a word document. Any ideas on >>>how to do this? I'm using the lastet OTRS on windows enviroment. >>> thank you, >>>For one specific queue, it would be difficult, but you can search for >>># <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data"> >>># <input type="hidden" name="Action" value="$Env{"Action"}"> >>># <input type="hidden" name="Subaction" value="StoreNew"> >>># <input type="hidden" name="FormID" value="$QData{"FormID"}"> >>># <input type="hidden" name="ExpandCustomerName" value="2"> >>># <input type="hidden" name="Subject" value="Example Subject"> >>># <input type="hidden" name="Body" value="Name: >>># Product: >>># Comment:"> >>># <input class="button" type="submit" name="" value="$Text{"Example Template"}"> >>># </form> >>># <hr> >>>in AgnetTicketPhone.dtl >>>This will create a button in your Phone Ticket Mask which will populate the body of the >>>ticket. This will be available to all agents of all queues. >>>-- >>>Shawn Beasley I would like this button available during the creation of a phone or email ticket and it would be for all agents of all queues. If anyone has any information on where to point me I would greatly appreciate their help. I should note that this is a excellent piece of software and everyone whom has spent time working on OTRS and spending time helping others have really helped us out and they deserve our thanks. Thank you, >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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