August 2008 - otrs - OTRS mailing lists

Customer table
by Lombardi Tonio at MFSS 15 Sep '08

15 Sep '08

Hi, How can columns be added to the customer table? I need to add a telephone number to the customer table... 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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OpenSuse Perl update crashing OTRS install
by Leon Waldman 10 Sep '08

10 Sep '08

Hi, I had a OTRS install running on a OpenSuse 10.3 box... After perform the regular system update today, the OTRS stop to work and is giving this message when I try to access the index.pl: Server error! The server encountered an internal error and was unable to complete your request. Error message: Not a CODE reference at /usr/lib/perl5/5.8.8/CGI/Carp.pm line 385, line 40. , If you think this is a server error, please contact the webmaster<%5bno%20address%20given%5d>. Error 500 I belive that this is because a perl security update that I did today. Any body had a Issue like this? My OTRS version is the 2.2.4. Thanks in Advance Leon

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Hide Ticket Type from customer frontend
by Lucio de Aquino Marinho 28 Aug '08

28 Aug '08

Hi for all I Need to hide some ticket types from the customer when open the ticket from customer front end , i have tree kinds of type : Problem , Incidente and request but it is necessary to customer see only incident or request , agents can view all types . I tried to do this with ACL but without sucess , like this # ticket acl $Self->{TicketAcl}->{'ACL-Name-1'} = { # match properties Properties => { # current ticket match properties Ticket => { Queue => ['queue-customer'], } }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Type => ['Incident'], } } }; Lucio de Aquino Marinho

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adding users
by Andrew Plassmeyer 28 Aug '08

28 Aug '08

I am having problems adding a user into otrs as someone to be able to see all the tickets. The user is in active directory already. It uses active directory integration and I am running 2.2.2 Andrew NOTE: This e-mail transmission may contain confidential information. If you are not the intended recipient, employee or agent responsible for delivering this information to the intended recipient, unauthorized disclosure, copying, distribution or use of the contents of this transmission is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and delete it from your computer. Thank you for your compliance. NOTE: This e-mail transmission may contain confidential information. If you are not the intended recipient, employee or agent responsible for delivering this information to the intended recipient, unauthorized disclosure, copying, distribution or use of the contents of this transmission is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and delete it from your computer. Thank you for your compliance.

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Mail Loops
by maillists0＠gmail.com 28 Aug '08

28 Aug '08

My otrs installation is sending auto responses to out-of-office replies, creating a loop and filling my queues. I see the "X-Loop: yes" header in these mails. I don't recall changing a setting related to this, and I don't find where I can configure OTRS not to send an autoreply when that header is present. Thanks for your help.

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A question on authentication...
by Edward Andò 28 Aug '08

28 Aug '08

Dear OTRS Mailing List, I have set up OTRS on debian, and am pleased with how it works. I would like to authenticate user against the Debian PAM system - so that if there is a user called "eddy" on the machine, then that user can also log into OTRS. Can anyone think of a way to get this working? Thanks, Edward

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Assign Signature to Queue
by ml＠bortal.de 27 Aug '08

27 Aug '08

Hello List, how can i assign a signature to a queue? I would like to have diffrent signatures because my agents have diffrent phone numbers. I am using OTRS 2.3.1 Thanks, Mario

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Ticket::Frontend::ZoomExpandSort is not working
by ml＠bortal.de 27 Aug '08

27 Aug '08

Hello List, i would like to have my zoomed tickets sorted by the latest ticket first. Right now my latest ticket is beeing displayed at the very bottom. I thought Ticket::Frontend::ZoomExpandSort would solve this, but its not changing anything. I am talking about the sortign when you are in a ticket with Ticket::Frontend::ZoomExpand set to yes. I am using OTRS 2.3.1 Thanks, Mario

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Display X-OTRS-ArticleKey/Value in Ticket view
by Jan Raino Eerik Diener-Rodriguez 26 Aug '08

26 Aug '08

Hello otrs people, I set up my own otrs, really easy and straight forward. A real pleasure to work with, it does everything I need and even almost what I'd wish. Now what I would like to do: The e-mail does carry X-OTRS tags like (the page from which the request was sent): X-OTRS-ArticleKey1: url X-OTRS-ArticleValue1: http://www.mysite.com/page=5 Ideally I would like to display on the right side, just below CustomerID, the url from which the message came. (when viewing the ticket) Q: how can I display some desired (X-OTRS) header values in the Ticket view? I am also happy for any suggestion on how to reach my target differently. thanks a lot & cheers jan

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connect to customer database
by Gerold Gruber 26 Aug '08

26 Aug '08

Hi, after using OTRS for a couple of years now (thanks to the developing guys and those who gave the ideas for the concepts for that nice little bunch of bits) we want do the next step. Without having had a look at the current docs (blame me if you feel you must, but that in PM, please) I'd like to ask the community: - how can I connect to already available database with the master data of the customers? (e.g. I want the information for the customer (data about the company, how much revenue did we make with them, for how long are they customer ...) as well as the information about the "customer user" (which will only as an exception mean, the he is really a customer user, who can log in in the sense of OTRS) such as phone number an so on to be fetched from the in almost every company available database with the informations about the customers. In part directly show in the OTRS mask, but also available as link to a mask where I could get into the real (native) management interface for those data. Can anybody follow me? Is this possible already? Positive/negative experiences? Best regards Gerold

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