October 2009 - otrs - OTRS mailing lists

Problem with ro/rw permission
by Paolo Epifani 18 Nov '09

18 Nov '09

Hi all! I am running OTRS 2.4.3 on Linux. We need to create an agent account that could only read (RO) tickets in the xyz queue. The account was created and given RO access to users, of which the xyz queue is a member. When the user logs in, no tickets are displayed in his queues (both Dashboard and QueueView) even though personal queues contains xyz. When we add RW permission to the user for the users group, the agent can see all the tickets (both Dashboard and QueueView), but now can edit all! Changing in SysConfig the value "ViewAllPossibleTickets" from 0 to 1, now the user can see (RO) the tickets in his queue from QueueView but not in Dashboard. Any idea on what's wrong? Thanks in advance. Paolo _______________________________________________ PAOLO EPIFANI _______________________________________________ Città di Torino - Settore Servizi Telematici Redazione Web - Indirizzo: Via Meucci, 4 - 10121 TORINO - Piano: 4, Ufficio 422 - Telefono: +39 011 4430559 - Fax: +39 011 4430583 - E-mail: paolo.epifani(a)comune.torino.it - Web site: http://www.comune.torino.it _______________________________________________

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Sync LDAP Agent Roles in OTRS v2.4
by Josh Higgins 07 Nov '09

07 Nov '09

Does anyone have a sample configuration of syncing LDAP groups to OTRS roles in v2.4? I'm not able to sync LDAP (active directory) user groups to OTRS roles in v2.4.4. This worked in v 2.3.4 with this configuration in Config.pm: $Self->{'UserSyncLDAPRolesDefinition'} = { # LDAP group 'CN=OtrsAdminRole,CN=Users,DC=domainname,DC=local' => { # OTRS role 'OTRS Admins' => 1, }, }; It appears the name of the module has changed, but changing the name of the module in my code doesn't seem to help any. I enabled debug and I'm not getting any helpful feedback regarding LDAP. Here's the current code in Config.pm on my test system running OTRS 2.4.4: $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = { 'CN=OtrsAdminRole,CN=Users,DC=domainname,DC=local' => { # OTRS role 'OTRS Admins' => 1, }, }; $Self->{Debug} = 3 Any suggestions? Thanks, Josh Higgins

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Rceive mail in OTRS
by Денис Кирин 07 Nov '09

07 Nov '09

Hi all. Can I setup OTRS to receive mail in... for registered customers only? not for all... can OTRS interact with Sendmail/Postfix servers... to provide some information for it? Best regards Denis Kirin

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Services
by Jason Dupuy 07 Nov '09

07 Nov '09

I have created many services for my customers. I checked which services would be the default. Some customers are getting the defaults where others are not. Any explanation? Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax Mission: To increase the store traffic, identity and corporate brand loyalty for our customers through our design, manufacture and distribution of custom and licensed products. Vision: To be the leading procurement organization in promotional products and gift novelties worldwide. Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy.

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Dashboard: can't select filters for "Locked Tickets" or "My Queues", only "All"
by Chris Kurtz 02 Nov '09

02 Nov '09

OTRS 2.4.4, Centos 5.3, Apache 2. Behavior seen in Firefox on Linux and Mac, and Safari on the Mac. On the dashboard, I'm "locked" on displaying "All" for both New and Open tickets. The "Locked Tickets" and the "My queues" links do nothing. Any thoughts? ...Chris -- Chris Kurtz, chk(a)mars.asu.edu Systems Manager Mars Space Flight Facility Arizona State University

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Backend Mapping mit einer Abfrage von zwei Tabellen
by Igor Cherepanov 02 Nov '09

02 Nov '09

Hallo OTRS-Mailing List. ich habe eine unprofessionelle Frage. ich habe eine Firebird Datenbank an OTRS angebunden, funktioniert alles ok. Habe aber ein Problem, in der Datenbank sind die Kundennamen nicht in einer Spalte gespeichert (Namen von Privatkunden und Namen von Geschäftskunden sind in verschiedenen Spalten), d.h. wenn bei der Suche nach Kunden * angegeben wird, werden nur die Kundennamen von einer Spalte angezeigt. Map => [ #Benutzername [ 'UserLogin', 'Company', 'company', 1, 1, 'var', '', 0 ], wie kann ich eine JOIN Abfragen impelmentieren? (Abfragen von zwei Tabellen) und wo überhaupt? in /opt/otrs/Kernel/System/DB/* in den Treibern? Danke Im Voraus! hoffe mir kann hier geholfen werden

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Status de tickets and text ticket
by Rodrigo Correa 02 Nov '09

02 Nov '09

Hello, I have updated my version of OTRS 2.3.3 to 2.4.5, everything is apparently OK. I'm having some doubts: When I answer a ticket, he automatically come with this status of "closed successful", and in fact it should be as "OPEN". How do I change it? And also when I answer a ticket, a text is added to the message "SCALAR (0x82d7f6e4)", what is it? TKS, Rodrigo Corrêa _________________________________________________________________ Você sabia que com o Hotmail você tem espaço ilimitado para guardar seus e-mails? Começe a usar já! http://www.microsoft.com/brasil/windows/windowslive/products/hotmail.aspx

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freebsd, otrs and jails annoyance
by Robert Joosten 31 Oct '09

31 Oct '09

Hi, Because of a clean household I just added a first jail on a freebsd box. Great, but OTRS now uses the highest ip address alias on that specifix box, but that's not configured at the database server to expect otrs queries. or even configured to have access to. Or said in another way: on a multi-IP box I cannot hardwire the src-address otrs uses for connecting with the db server. Or at least I dunno where to look. Apache uses the correct LISTEN. Maybe this issue is solved since < v2.3.4 I still use ;-) A mailinglist search did not reveal any usefull info, as of yet. Hthear from you. Cheers, Robert

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Unregistered customers
by Guillaume Rehm 31 Oct '09

31 Oct '09

Hi list, Is it possible that customers use customer portal to create ticket by just filling email address (auto create account) ? Moreover, any kind of internet user can create ticket. _We can't create customer before !!_ We wants to use OTRS to manage customer contacts. I'm using OTRS for my IT crowd ;-) and for technical assistance. It's works perfect. But I to try using OTRS to manage web contacts. Thanks in advance for your answers. Best Regards, -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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email to incident ?
by Dejan Miklavcic 31 Oct '09

31 Oct '09

Whenever I receive email from a customer (set up in PostMaster Mail Account), my ticket is of type "default". How can I set it up, so that my email tickets become type "Incident" ? I disabled "default" type in Admin->Type by setting default to "invalid", but still all my email incoming tickets get type "default". rgds, Dejan

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