October 2009 - otrs - OTRS mailing lists

PendingDiffDate only during Working Hours?
by Jeremy Revitch 05 Oct '09

05 Oct '09

I'd like to configure the pending date to only count working hours. So if I have a default pending duration of 2 days and I set a ticket as pending on Friday I want it closed on Tuesday not Sunday. I have looked high and low and thus far he only seen other folks asking about this type of functionality but can't seem to find anything actually implementing it. Additionally, I'd like to set tickets to close at a certain time of day (say 17:00) as opposed to xx:xx (time of response to ticket) + yy:yy (pending duration). So if the pending duration falls at 12:34 it is adjusted to next 17:00. I think this is probably a generic agent function but haven't been able to figure out how I'd go about it. Thanks

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otrs LDAP AD
by COLAS Vincent 05 Oct '09

05 Oct '09

Hi, I have some trouble with my LDAP config for auth otrs Customers with windows AD. My Config.pm #---------------------------------------- #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'X.X.X.X'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=serveur,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #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=Administrateur,Ou=Administrateurs,dc=serveur,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'PASSWORD'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'X.X.X.X', BaseDN => 'DC=serveur,DC=local', SSCOPE => 'sub', UserDN =>'cn=Administrateur,Ou=Administrateurs,dc=serveur,dc=local', UserPw => 'PASSWORD', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #---------------------------------------- I have no error and in my otrs admin page, i see all Customer users when i search *. But i can't connect Client in customer page : User unknown or wrong password :( Anybody can help me? Best Regards, PS : Sorry for my English ! Vincent

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Pending auto close and working days
by Mohamed-Amine Kadimi 05 Oct '09

05 Oct '09

Hi all I use the "pending auto close" state with a three days interval for tickets to be actually closed. I also have saturday and sunday unchecked in sysconfig calendar settings. However, saturday and sunday are being counted in the three days delay, and some tickets are being closed in the week-end. How can I tell OTRS not to count these two days within the pending interval? I'm using OTRS 2.4.4 _________________________________________________________________ Windows Live Hotmail: Your friends can get your Facebook updates, right from Hotmail®. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

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/dev/random
by Marco Vannini 05 Oct '09

05 Oct '09

Hi all, We are experiencing some problem on our otrs box that, unfortunally, is installed on a vm. The problem is that some time it is slow or it is unable to give users the richtext box for the desired descriptions (html editor). After some test we saw that we got a better performance changing /dev/random with /dev/urandom. Is this a thing that has a meaning ? does otrs use /dev/random ? Thank you. MV

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OTRS Ticket Creation Error [Message: Need TicketID!]
by Michael Mayaka 05 Oct '09

05 Oct '09

Hi, I've been using otrs since last year. I already upgraded to 2.4.4. Now I'm getting this error during ticket creation: ================================================================================================ [Error][Kernel::System::Ticket::TicketCreate][Line:447]: ORA-00001: unique constraint (IT_ADMIN.PK_TICKET) violated (DBD ERROR: OCIStmtExecute), SQL: 'INSERT INTO ticket (tn, title, create_time_unix, type_id, queue_id, ticket_lock_id, user_id, responsible_user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, escalation_time, escalation_update_time, escalation_response_time, escalation_solution_time, timeout, service_id, sla_id, until_time, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, 0, 0, 0, 0, 0, 0, ?, ?, 0, ?, current_timestamp, ?, current_timestamp, ?)' Sep 30 08:46:42 imis-appsvr1 OTRS-CGI-11[1014]: [Error][Kernel::System::Ticket::TicketFreeTimeSet][Line:2900]: Need TicketID! Sep 30 08:46:42 imis-appsvr1 OTRS-CGI-11[1014]: [Error][Kernel::System::Ticket::Article::ArticleCreate][Line:109]: Need TicketID! ================================================================================================= My environment is as follows: ======================== -Operating System: CentOS 5 -DBMS: Oracle 10g -Perl: 5.8.8 I have two instances of otrs running under the same environment; the other one does not have any errors...PLEASE HELP! Michael

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Re: [otrs] disable certain functions
by Zola 05 Oct '09

05 Oct '09

Hi! Use ACL, you can disable note, and other functions. Some examples: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=68 Üdv.: Zola

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ldap support - trying again
by Jefferson Davis 05 Oct '09

05 Oct '09

I had given up on getting LDAP support working over a year ago - but I'm going to give it another try as OTRS has evolved... What I want is for users to be able to login using their LDAP credentials to the customer front end. SSO would be even better, but that can wait. Admin login via ldap would be nice but not a deal-breaker. We use openldap on Centos 5.6 - apache, etc. System is installed and functional, brand new, lastest version. If anyone has crossed this bridge before I would love to hear from you before I start messing with Config.pm again. Thanks -- 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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Quoted text dissappears in replies
by Frito Lay 05 Oct '09

05 Oct '09

Hello list, In our OTRS 2.4.2 installation when replying an article we can see the quoted text of the original article, but then when sending the reply the quoted text is not included in the message. I'm using firefox 3.5.1. Is anybody else facing this issue?

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Configuring aspell in OTRS 2.4.3 Windows version
by Pradeep Kumar 03 Oct '09

03 Oct '09

Hi, I Upgraded OTRS from 2.2.7 to 2.4.3 and all are working fine. Now I want to setup spellcheck for OTRS. I downloaded aspell and installed in C:\aspell and in OTRS sysconfig, I entered the spell check bin: as C:\aspell\bin, but it is not working.. I tried to enter C:/aspell/bin and some other types, but no luck. Any body can explain how to configure the same in windows environment. tks Pradeep

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Testing please ignore
by Jefferson Davis 02 Oct '09

02 Oct '09

Just testing - been a few minutes and my own message hasn't shown up. -- 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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