January 2009 - otrs - OTRS mailing lists

Group variable
by Andrés Rothkegel 30 Jan '09

30 Jan '09

How can i know the group id of an agent thats loged in the OTRS agent interface, I tried to find out searching in the code, but only see $env variables like userfirstname. What i need is all ids of group that the agent is a member of. Thanks Atte. Andrés Rothkegel Nuñez Área Soporte TInet Soluciones Informáticas www.tinet.cl <http://www.tinet.cl/> <mailto:andres.rothkegel@tinet.cl> andres.rothkegel(a)tinet.cl 032-2 99 8042 09-919 536 55

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where (else) to download otrs vmware esx appliance
by JJB 29 Jan '09

29 Jan '09

The ftp server at y-ict.nl won't let me log in with the username & password their system sent me. Is there another place with the most recent OTRS vmware appliance for esx server? - Joel

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closed ticket notification
by Jeff MacDonald 29 Jan '09

29 Jan '09

Hello, I found a setting in SysConfig that can make a list of agents to notify when a ticket is closed by clicking close. However, I'd also like to be notified when a ticket is closed via an email reply with the next state being "closed successful" Ideally, i'd like one person in my organization to be notified about every single ticket that gets closed. Is there a way to do this? Jeff.

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OTRS Multiple CustomerIDs drop down menu patch updated for OTRS v2.3.4
by Laurent Minost 29 Jan '09

29 Jan '09

Hi, For people which may be interested, I've just updated this patch (initially created for OTRS v2.2.2) on the OTRS Bugzilla, this is number #2236. Here is the link below : http://bugs.otrs.org/show_bug.cgi?id=2236 This will allow you to have user-friendly selectables drop down menus rather than textboxes under Customer Users management panel when you manage more than one CustomerCompany for a user. Don't hesitate to drop me a msg for any informations needed. BR, Laurent MINOST

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Re: [otrs] Changing the name of a field
by Tim Squires 29 Jan '09

29 Jan '09

Wow! Thanks Michiel, your help is right on the mark and the demo code is great. Thanks again, Tim > Hi Tim, > > what you can do is create a custom translation file containing just the fields you would like to translate. This way your customizations would be in > a separate file so it wil also work well with upgrades. > > The Developers manual has a little info on that: > http://doc.otrs.org/developer/2.3/en/html/c725.html#lt-how-it-works > > Using the Developers manual I created a little demo file called > en_Custom.pm > - it is attached. You can store it in Kernel/Languages and restart the server, it should work seamlessly. > > Kind regards, > -- > Michiel Beijen > Software Consultant > +31 6 - 457 42 418 > Bee Free IT + http://beefreeit.nl > > > On Tue, Jan 27, 2009 at 14:54, Tim Squires <otrs(a)crystalmark.co.uk> wrote: > >> Hi all, >> >> I'm trying to rename a field on the customer. To start with it's just the >> Customer Id, is there any way of renaming this field without creating a new template? >> >> It's just a cosmetic change, just on the html that our call centre sees. I've tried various things but always seem to break the whole app. >> >> I used to do a lot of Perl but am very rusty now. >> >> Thanks for any advise you can give me. >> >> Tim >> >> _______________________________________________ >> 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 >> > _______________________________________________ > 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

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ticket visibility for customers (mail / uid configuration)
by Mikael Kermorgant 29 Jan '09

29 Jan '09

Hello, I've setup the customer backend of our otrs 2.2.4 to be in ldap. Now I face a problem to get a coherent view from the user point of view, because John Doe's mail tickets are associated to "john.doe(a)example.com" but when he logs into the web interface, he's authenticated as "jdoe". I've now configured otrs as is : $Self->{CustomerUser} = { ... CustomerKey => 'uid', CustomerID => 'mail', ... Map => [ # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserLogin', 'Username', 'mail', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], ], }; } By associating "UserLogin" to "mail", John Doe can now see the list of his mail-orginated tickets from the web interface, which is better than having "UserLogin" associated to "uid". The bas thing about that is that : 1) I've had to modify a sql statement in Ticket.pm (line 3389 : id) IN (0"; 2) John Doe can't see the details of his tickets. Logs say : Permission denied because module (Kernel::System::Ticket::CustomerPermission::CustomerIDCheck) is required (UserID: john.doe(a)example.com 'ro' on TicketID: 17621)! I guess jdoe could have access but sad thing is that jdoe wouldn't have ticket 17621 on his "MyTicket" list. Would anyone have a solution for me ? Regards, -- Mikael Kermorgant

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theme
by sol sol 29 Jan '09

29 Jan '09

hi can someone tell me how i do remove atheme? adding was easy following this link http://doc.otrs.org/2.3/en/html/c1850.html , but it does not say how to remove

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RegExp when filtering incoming messages
by Nicolas.SEIGNEURIN＠CEA.FR 29 Jan '09

29 Jan '09

Hi, >From http://doc.otrs.org/2.3/en/html/x1053.html , I understand one can use regexps to match incoming headers but I don't quite understand the line explaining how to use matched blocks : " If you use RegExp, you also can use the matched value in() as [***] in 'Set' " Being used to Perl regexps, I was expecting to use $1, $2, .. $n to catch matched blocks: what's the correct OTRS config to do something like Match : Header 1 : From : (.*)(a)example.com Set : Header 1 : X-OTRS-Queue : $1 meaning if I get an email from foo(a)example.com, move it to queue "foo". Any other examples of using a matched block in Set appreciated. Thanks in advance. Nicolas SEIGNEURIN mailto:nicolas.seigneurin@cea.fr <mailto:nicolas.seigneurin@cea.fr>

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CC auto-fill Issue
by Jeffrey Friedman 29 Jan '09

29 Jan '09

I am running OTRS 2.3.4 (and overall loving it). When I respond to emails sent to a specific pop3 mailbox (support(a)mycompany.net) the mailbox is automatically populated in the CC field. Naturally, this generates a lot of false "follow up" notifications. Other POP3 accounts work fine. I've tried deleting the account from the list of PostMaster accounts and recreating it but that didn't help. I've even tried forwarding all mail bound for support(a)mycompany.net to another account and adding that account to OTRS, but as long as OTRS sees that email address in the "From" line, it CCs it. Is this a bug or did I inadvertently change a setting in SysConfig? If it's a bug, is it possible I could just edit this out of a script somewhere? Thanks in advance for your advice CONFIDENTIALITY NOTICE: This e-mail and any attachments are for the exclusive and confidential use of the intended recipient and contain confidential and proprietary information. If you are not the intended recipient, be aware that any reading, distribution, disclosure, copying, printing or taking action in reliance upon this e-mail is prohibited. If you have received this in error, please notify us immediately by replying to this e-mail and promptly delete this e-mail and its attachments from your computer system. We do not waive attorney-client or work product privilege by the transmission of this message.

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supplier / partner case number
by Frans Stekelenburg 28 Jan '09

28 Jan '09

Hi, I would like to add a field where the ticket/case number of the other party (customer/partner/supplier), and it would be superb if the postmaster mail could subtract it automatically (probably requires heavy coding). The case reference field I assume could be added through SysConfig as FreeText. Been struggling with this, how to go about and add an additional field (that could be entered/modified)? Perhaps anybody is using a similar field? gr, Frans

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