July 2008 - otrs - OTRS mailing lists

generate email to external company
by Patrick Schiess 23 Jul '08

23 Jul '08

hi, does anyone know, if it is possible to generate an email from within otrs to an external company e.g. when there is an hardware or software problem occurring at one of our customers site that has to been solved through an onsite? can this be done through an predefined answer template? can this email be filled up with some informations concerning the hardware or software, like serial number, contract number and stuff like that? thanks. regards, patrick.

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customer informations not been shown when creating a ticket
by Patrick Schiess 23 Jul '08

23 Jul '08

hi, i have a strange behaviour on my otrs installation. i use a backend db connection for our customer data. this works pretty good after some tricky configuration issues. now, when i want to create a ticket i can search for the customer and this works well... but, on the right side where the customer informations should be display, there is nothing shown. why? i also find out, that when i try to access the customer user management in the admin section i can search the customers, but when i click on them the parameters that was taken from de backend db are empty... is there any connection between these two issues? thanks for your help. regards, patrick.

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Changing the Check for new email Interval (Russell Streitenberger)
by Alex 23 Jul '08

23 Jul '08

Hi Russel, Refreshing time you can change in Prefernces under your user or in Admin settings in user options. Just select from list time witch you want Can you help me too? I can not get reply from queue when I'm getting new ticket, Everything turn on (responses and queues), may be I missed any optione and did not turn it on ? Alex

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UserSyncLDAPGroupsDefination
by Terrill Yuhas 22 Jul '08

22 Jul '08

Hi, I'm having an interesting issue on OTRS 2.2.7 regarding the UserSyncLDAPGroupsDefination for agent logins. If I put in UserSyncLDAPGroupsDefination and configure it based on the FAQ http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&CategoryID=4&ItemID=219, the login errors out (though it does authenticate since a bad password will give the bad password message). If I comment out the UserSyncLDAPGroupsDefination section, then the login happens but of course without the LDAP-to-OTRS mapping. Going through the log messages, the error points to the code in Kernel/System/Auth/LDAP.pm around line 440. I found that if I comment out 3 lines in LDAP.pm: # system permissions my %PermissionsEmpty = (); # foreach (@{$Self->{ConfigObject}->Get('System::Permission'.$Self->{Count})}) { # $PermissionsEmpty{$_} = 0; # } # remove all group permissions then my UserSyncLDAPGroupsDefination works. I tried with usernames that aren't in the mapped group and OTRS treats it appropriately. So it looks like it works with the mod. My UserSyncLDAPGroupsDefination statement looks like (dc's replaced with bogus values) $Self->{'UserSyncLDAPGroupsDefination2'} = { 'cn=OTRS Admin,ou=Groups,dc=fake,dc=values' => { 'admin' => { rw => 1, }, } }; Is it something wrong with my UserSyncLDAPGroupsDefination statement? I'm not able to figure out yet what I've disabled by doing that but OTRS now maps people in that LDAP group to the OTRS admin group and no one else. Thanks! Terrill

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LDAP Bind
by Terrill Yuhas 22 Jul '08

22 Jul '08

Hi, We're using OTRS 2.2.7 and trying to set it up for LDAP customer authentication. Turns out the campus server doesn't allow anonymous binds and I won't be able to create a login just for OTRS authentications because of their policy. Is there a way to configure the Config.pm to use values from the login form for: $Self->{'Customer::AuthModule::LDAP::SearchUserDN3'} = ''; $Self->{'Customer::AuthModule::LDAP::SearchUserPw3'} = ''; or any other way to get the username/password values from the login form to create the bind credentials? Thanks! Terrill

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Changing the Check for new email Interval
by Russell Streitenberger 22 Jul '08

22 Jul '08

Hey all, I was wondering where the setting would be for changing the interval in which otrs checks for new mail. it appears to check about 1 time every 10 minutes. I would like to change it to 1 minute or 30 seconds Sincerely, The image “http://www2.oginfo.com/signatures/rrssig.png” cannot be displayed, because it contains errors. Russell R. Streitenberger Network Administrator Cell: 361-215-9141 The image “http://www2.oginfo.com/signatures/oginfoemail.png” cannot be displayed, because it contains errors.

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Changing notification options
by Jesús M. Navarro 22 Jul '08

22 Jul '08

Hi, list: On our current OTRS install the only option available when choosing the "close ticket" option is to add an "internal note". How should I change configuration so both internal and external notes are avilable on the "close ticket" option? TIA.

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OTRS Email nortifications not working in windows
by Mihira Alexander 22 Jul '08

22 Jul '08

" Hi, I have installed OTRS 2.2.7 version on windows pc and did basic configuration, Now I can fetch tasks from email address and do other things. But still nortification emails not going out from the OTRS system. Please help me to fix this issue. Best Regards, Alex

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otrs close ticket disable ownership
by Andy 22 Jul '08

22 Jul '08

Hey people, When a new ticket appears in the queue, when I close the ticket, I become the owner of the ticket. The problem with this is that OTRS will then send a reply to the customer saying that I have taken ownership. I want OTRS to send a reply to the customer when the ownership changes. But when I close the ticket I don't want any reply sent. Is there anyway of doing this? -- REGARDS, Andy

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Closed tickets visible in Locked Tickets
by Lars Jørgensen 22 Jul '08

22 Jul '08

Hi. I have a ticket in my Locked Tickets that were created by SystemMonitoring. Later it was closed successfully by SystemMonitoring but I can still se it in Locked Tickets. Is this a bug or a feature? -- Lars

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