October 2009 - otrs - OTRS mailing lists

Radius Error Authentication
by Alessandro d'Ambrosio 02 Oct '09

02 Oct '09

Hi, I've tried to perfom a Radius Authenication for my OTRS Customer Users. I've changed my Frontend::Customer::Auth throughout Sysconfig Option in the admin web interface like described in the Admin Manual (ver. Otrs 2.3.4) But it didn't work. Then I've tried to edit my config.pm and I inserted these line: # This is a example configuration to auth. customer against a radius server $Self->{'Customer::AuthModule'} = 'Kernel::System::Auth::Radius'; $Self->{'Customer::AuthModule::Radius::Host'} = 'radiushost'; $Self->{'Customer::AuthModule::Radius::Password'} = 'radiussecret'; ..changing the appropriate parameters with my data. But it didn't work. The log is: [Fri Oct 2 11:51:18 2009][Error][Kernel::System::CustomerAuth::new][81] Can't load backend module Kernel::System::CustomerAuth::Radius! [Fri Oct 2 11:51:18 2009] Radius.pm: Can't locate Authen/Radius.pm in @INC (@INC contains: C:/Program Files/OTRS/Apache/bin/../../Kernel/cpan-lib C:/Program Files/OTRS/Apache/bin/../.. ../../ C:/PROGRA~1/OTRS/OTRS/Kernel/cpan-lib C:/PROGRA~1/OTRS/OTRS/ C:/Program Files/OTRS/StrawberryPerl/perl/lib C:/Program Files/OTRS/StrawberryPerl/perl/site/lib . C:/Program Files/OTRS/Apache C:/Program Files/OTRS/Apache/bin/../.. C:/Program Files/OTRS/Apache/bin/../../Kernel/cpan-lib) at C:/PROGRA~1/OTRS/OTRS//Kernel/System/CustomerAuth/Radius.pm line 18. [Fri Oct 2 11:51:18 2009] Radius.pm: BEGIN failed--compilation aborted at C:/PROGRA~1/OTRS/OTRS//Kernel/System/CustomerAuth/Radius.pm line 18. Someone told me that maybe I haven't installed "Authen::Radius" on my system. I've a Windows sytem. How can I check if I've this installed? If I haven't it, how can I perform this installation? I have found on the web that the installation is via CPAN but I don't know how to use it. Thanks a lot, Alessandro

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disable certain functions
by Kovacs Krisztian 02 Oct '09

02 Oct '09

Hi all! I have requested to disable the following functions within OTRS: - priority function (entirely) - note function (is it makes sense?) - customer module (entirely: both the web-login and in agent views) - telephone module How can I do it? And I need a new "ticket state" whitin the system called "Invalid" (like in the "New ticket state" when I replied to a ticket ...). Thanks Krisztian

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cron pop3
by Matt Veilleux 01 Oct '09

01 Oct '09

Hi, I am a both a linux and OTRS newbie so bear with me please. I have installed OTRS on Ubuntu and have begun configuring things. I have entered pop3 accounts for each queue for users to submit tickets too, only problem is I cannot figure out how to get OTRS to check the pop3 accounts automatically. From the postmaster mail account portion of the admin area I can click run now on each and the emails appear in the proper queue so I know they are configured correctly. I have read I need to set up a cron job to do this automatically but am lost. Any help or guidance on what to edit in the cron file would be greatly appreciated, thanks. Matt

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Can't find user on "Customer User <-> Groups"
by Brian Klapchar 01 Oct '09

01 Oct '09

Hello, We are using OTRS version 2.3.4 Our (internal) users login at customer.pl and are able to authenicate against Active Directory. The problem is that there are several new users that were added to the Active Directory after the initial sync to OTRS. These users can login successfully and I can find them if I search in Customer Users. But for some reason, I don't see the newly added users in the customer-user list when I click "Customer User <-> Groups" so that I can add them to a group. How can I get these people to appear on the list? Does anybody know why these users are missing and how to correct it? Thanks in advance. -Brian Klapchar

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Product News/OTRS News
by Marretta, Rosanna 01 Oct '09

01 Oct '09

Hi, I am unable to find anything on how to get the Product News and OTRS news working, I'm receiving the below error: Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (connect: Network is unreachable)) I am using OTRS 2.4.4 on linux Suse. Can anybody please tell me what I have to do to get this working? Thanks Rosanna

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pending auto - proposed date +5
by Marco Vannini 01 Oct '09

01 Oct '09

Hi all, Do you know how can I have +5 day on the proposed date for auto close/pending ticket instead of +1 ? TIA MV

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Automatically Add all Customer Users to a group
by Isaac Weissenberger 01 Oct '09

01 Oct '09

Hello, I have my backend setup to use LDAP. I want all of my customers to be added to certain groups so they have RW access to the proper queues (aka they can see the proper queues in their "New Ticket" screen). Is there a way to do this? Currently its setup that all customers get put into a group called "ACE Employees". I want them to have RW access to both the "IT_Group" and "IS_Group". I imagine there is a config file I can modify to do this right? Thanks so much! Isaac Weissenberger Network Operations Specialist Ace Communications Group 507.896.6236 phone 507.429.9367 cellular iweissenberger(a)acecomgroup.com<mailto:iweissenberger@acecomgroup.com> www.acegroup.cc<http://www.acegroup.cc>

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RADIUS & LDAP/DB
by Alessandro d'Ambrosio 01 Oct '09

01 Oct '09

Hi, I would like to use RADIUS in order to authenthicate my customer users in my OTRS. Have I to create them in otrs before they try to access by customer users web interface? Is there a method to populate my cutomer users db dinamically when a customer users log on? This because I don't want to create a copy/direct link to my LDAP Thank you very much, Alessandro

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Re: [otrs] OTRS - not like RT
by Sridhar Kusumba 01 Oct '09

01 Oct '09

Dear Edvard, Thank you for the reply. Yes, the situation is more same except that I don't need to use mailman here. Whenever customer sends mail, I would like the same to be informed to Admin of that queue. This is done though! Then, when admin assigns the ticket to agent, agent gets to know. This is also done. Agent, simply replies to the mail and that reply need to get relayed to the customer. Also, whenever customer sends a reply, the same should be forwarded to Agent. As mentioned by ALEXANDER, one would loose options such as "lock", "FAQ", "Template reply" etc with this option, the number of times one would want to either lock or unlock a ticket is negligible than the number of times the communication happens. So, it is required that the communication happens from mail client and not from web interface. I have OTRS and RT as parallel systems now for evaluation. I need to decide on one of this by next three days. So, Edvard, lets wait and see if anyone else also replies and comes for rescue here. Greetings, Kusumba S Hi. I had exactly the same request from my support guys. In our workflow we where using mailinglist (mailman on linux) as incoming "queue". After implementing OTRS we had a need that every mail that comes to "support" mailing list gets also in OTRS. That was easy, but request was that if someone send a reply on such mail from mailinglist, that that mail also comes to OTRS as a threaded message to first one. So to solve this request we first put all mails in OTRS where they become incidents and got it's ticket number. Then we add those ticket numbers in subject (or anywhere in body but this was convenient) and resend it to mailing list. When someone from mailing list got this mail he just reply on it and since one of recipients is again mailinglist and OTRS that reply ends up in OTRS as threaded ticket. This operation is complicated and I had to do massive mail fields rewriting in at least two places ( OTRS side and mailman side ) together with changing PostMaster.pl script in OTRS. I had a lot of problems until it started to work as it should. This is not exactly that you are looking for but I hope that it will help .. Edvard Pohl On Sun, 2009-09-27 at 09:49 -0700, Sridhar Kusumba wrote: > Dear Alexander, >> >> You are correct, I would like the agents to use the email client to >> correspond with the customer once the ticket is opened / locked. >> Initially when the notification is received by the agent, he will goto >> web interface and "lock" the ticket. Subsequently, he would need to >> reply from his mail client since series of communication would happen >> with the customer and many times the agent will not be accessible to >> web interface. He would simply receive the mail on his mobile and >> reply. However, all such replies must be routed to OTRS first and >> inturn the OTRS should relay it to the customer as if it was sent thru >> support(a)xyz.com and not from the agent's id. >> >> I am not worried about not being able to use the templates or answers >> from FAQ in this scenario. >> >> In RT, once the ticket is assigned to an agent, agent will get a >> notification. Subsequently, his reply to that notification would route >> the mail to RT which inturn will relay the same to the customer. If >> customer again responds to the same, the same will goto RT and gets >> relayed to the agent's id. This way, agent though is communicating >> from his email id, his id is never exposed to the customer and >> customer would always see support(a)xyz.com. >> >> Please reply, >> >> Greetings, >> >> Kusumba S >> >> Alexander Halle wrote: > >> > Sridhar Kusumba wrote: >> >>> > > Fundamentally, I would like the 'agent' to be independent of >>>> > > accessing OTRS through web interface for replying to tickets. >>> >>> > [...] >> >>> > > Now, I would like the 'agent' to just reply the mail he has >>>> > > received and the same should arrive at support(a)xyz.com. Inturn, >>>> > > OTRS should relay the same to the customer. Further when customer >>>> > > sends the reply, OTRS should receive the same and send it to >>>> > > 'agent'. >>> >>> > >>> > Hi, >>> > >>> > if I understand you right the agents shall use their own email >>> > client for answering tickets instead of using the OTRS web >>> > interface ? >>> > >>> > Since I have no experience with RT and have never heard of someone >>> > using OTRS in this way could you explain me the advantage ? :( >>> > >>> > You would loose the ability to use answer templates or to include >>> > FAQ entries. Further the agents would have to use the web interface >>> > in parallel for ticket actions (lock / unlock, wait, change queue), >>> > wouldn't they ? >>> > >>> > Please describe your workflow a bit more for an appropriate answer. >>> > But AFAIK you can't tell OTRS to accept certain mails as internal >>> > agents answers. I think you would have to extend the postmaster >>> > filter for such a feature. >>> > >>> > Regards >>> > >>> > Alexander >>> > >>> > -- >>> > radprax Gesellschaft fuer medizinische Versorgungszentren mbH, >>> > Bergstr. 7 - 9, 42105 Wuppertal, >>> > Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 >>> > Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. >>> > med. Renate Tewaag >>> > Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE >>> > 814559152 >>> > Web: http://www.radprax.de >>> > >>> > >>> > --------------------------------------------------------------------- >>> > 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 >>> > >>> > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> > http://www.otrs.com/en/support/enterprise-subscription/ >>> > . >>> > >> >> >> >> >> >> ______________________________________________________________________ >> Connect more, do more and share more with Yahoo! India Mail. Learn >> more. >> --------------------------------------------------------------------- >> 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 >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ > -- Edvard Pohl ISM Pop Online Tel: +386 1 5893 371 E-mail: edvard.pohl(a)pop-tv.si _______________________________ PRO PLUS d.o.o. Kranjceva 26, SI - 1521 Ljubljana http://24ur.com --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ Yahoo! India has a new look. Take a sneak peek http://in.yahoo.com/trynew

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putting a watch on a ticket as a customer?
by Sarah Baker 01 Oct '09

01 Oct '09

Is there a way for a customer in the system to put a watch on a ticket that they didn't send in? We're using OTRS for larger scale tracking of problems that one person might enter but that many people want to follow. Without being an agent - how can they do that? - Sarah Baker Dir. of Ops, mSpot Inc. 650-321-7000

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