October 2009 - otrs - OTRS mailing lists

v2.3.2 leading spaces in ticket field are not ignored.
by Sarah Baker 09 Oct '09

09 Oct '09

OTRS V2.3.2 I'm not sure if this is true in all locations that you enter a ticket number, but I'm always annoyed when I try and merge two tickets, copy the ticket number from another window and paste it in to the merge ticket request window (invariably with leading spaces) and then have it say permission denied simply because there were leading spaces in the ticket number. It took me a bit to figure out that the error message had nothing to do with permissions of the ticket I was trying to merge, but an permissions on a ticket with spaces in it. Does 2.4 improve on this behavior? - Sarah Baker

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Change the order of the Tickets in the dashboard 2.4
by Benjamin Mateev 09 Oct '09

09 Oct '09

Hi, I am pretty new to the dashboard and would like to change the shown tickets in the dashboard. But just the ordering, so it shows the oldest tickets and not the newest, cause the older ones are important and need to be answered quicker. I searched in the Options for Frontend:Dashborad but I am not sure how to change that exactly. Can somebody help me with this one? Probably just a change in the SQL Query adding a DESC somewhere. Thanks Ben

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Free text i ticket menu
by Adam Bator 09 Oct '09

09 Oct '09

Hi, I am trying to set up FreeText in ticket menu. This is for master/slave functionality but alone FreeText does no work. In sysconfig: Ticket -> Frontend::Agent::Ticket::MenuModule I have selected this opion: Ticket::Frontend::MenuModule###310-FreeText: Module to show free text link in menu. But link does not apear in UI.When I manualy enter a link to FreeText ?Action=AgentTicketFreeText&TicketID=xxxx I get the fallowing error. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Oct 9 16:03:54 2009 Message: Module Kernel::Modules::AgentTicketFreeText not registered in Kernel/Config.pm! Traceback (13212): Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 684 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 I do no seen in examples or documentatin what to put in the Config.pm I have tryied to put something to Config/Files/ZZZAAuto.pm but no luck Can sombody help? Regards Adam

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Re: [otrs] Having predefined subject themes
by Martignier, Philippe 09 Oct '09

09 Oct '09

I found a way to have these combo on the phone ticket via sysconfig and by search of AgentTicketPhone ... Now the agent can choose the freefield during the initial input but what I want to propose only the combo related to a department and not all predefined subjects of all departments ... By the way is there a way to put a sender by default ? (most of the time, customers wont be in the data base so I created a phone customer that will be used for these cases) MANY THANKS IN ADVANCE!!!! (I know it's Friday but ... :) Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB I Office : 2,4 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Queue Configuration: Customer Move, State and Owner Ntification missing
by Vance Walsh 09 Oct '09

09 Oct '09

Greetings I was notified that my users has stopped getting notifications when we changed owners of tickets. When I went to the Queue I do not see an option in its configuration to change Customer Move Notify nor State or Owner Notify We are running 2.4.2 and I am curious if anyone else has seen this or if it had been a function which was moved Thanks in advance Vance Walsh Help Desk Manager Harmonix Music Systems 625 Massachusetts Ave Cambridge, MA 02139 vance.walsh(a)harmonixmusic.com <mailto:grich@harmonixmusic.com>

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Master Ticket Documentation
by Peter Beckman 09 Oct '09

09 Oct '09

I posted about this need a few months ago, was hoping that maybe 2.4.4 is the great white hope. http://lists.otrs.org/pipermail/otrs/2009-February/025597.html I finally gave up on the script and did them manually, because the API was too confusing. I simply need to email 21 people the same email and open 21 tickets. They can all be immediately closed, but I need to basically open the same ticket 21 times. But I only want to do this once. Can OTRS do it in the web interface? Easily? Am I still stuck writing a script that accesses the API in order to do this? --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

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Can't seem to close a ticket
by Sarah Baker 09 Oct '09

09 Oct '09

OTRS v2.3.2. I have a ticket, created by using the 'Email-Ticket' to Compose Email/ new ticket. Addressed from a specific queue to keep track of it. Now I cannot close it. The close generates mail that is sent to the email address of the queue and opens it again. How can I close it and how can I avoid this state in the future? Is there some misconfiguration issue? This doesn't seem to happen in the Phone-Ticket. - Sarah Baker Dir of Ops, mSpot Inc. 650-321-7000

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Why are the Services and SLA lists empty when a New Telephone or E-mail ticket is created ?
by Agustin de Landa Gil 09 Oct '09

09 Oct '09

Hi I have installed the OTRS System to test it. I have created services and SLAs without any problem, but when I try to create a ticket the lists of both are empty. Is there a configuration I am missing? Thanks, Agustín.

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customer ldap auth not working
by Jefferson Davis 09 Oct '09

09 Oct '09

Here are the relevant portions of Config.pm. Sorry if too verbose for the list. Admin interface allows me to query the ldap tree, but cannot login as a customer, would very much like to find out what I'm doing wrong here. # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.example.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'ou=users,dc=example,dc=com'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=manager,dc=example,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '<password>'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(mail=*@*)'; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'ldap.example.com', # ldap base dn BaseDN => 'ou=users,dc=example,dc=com', # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=manager,dc=example,dc=com', UserPw => '<password>', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(mail=*@*)', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['givenName', 'mail'], CustomerUserSearchFields => ['uid', 'givenName', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, # # cache time to life in sec. - cache any database queris # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 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 ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; $Self->{UserSyncLDAPGroups} = [ 'users', ]; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } } -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Re: [otrs] 2.4.4 and ff 3.0.x
by Peter Beckman 09 Oct '09

09 Oct '09

If anyone is still having troubles with this after a restart of FF, do this: Firefox > Preferences > Advanced > Network > Offline Storage > Clear Now This was on a Mac OSX box for me, after two or three restarts, on FF 3.5.2. Was annoying enough that I thought I would add to the email archives. Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

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