October 2009 - otrs - OTRS mailing lists

Help With System Monitoring
by Sachin 24 Oct '09

24 Oct '09

Has anyone utilised the Systemmonitoring module with Software Like HP OpenView or SolarWinds, Can you help me with Solarwinds.

1 0

Re: [otrs] Monitoring unanswered tickets
by Michiel Beijen 24 Oct '09

24 Oct '09

Hi stijn, I'd like to advise you to look into the use of escalations. If you're using 2.4, you'l get a nice overview of escalated tickets from the dashboard. You could amend this by running a generic agent job ythat can push escalated tickets to another queue, if desired. -- Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On 23 Oct 2009 18:37, "Stijn Debruyckere" <stijn.debruyckere(a)luciad.com> wrote: Dear all, We have a use case where we would like to monitor trouble tickets that remain unanswered for too long a period of time (e.g. 2 days). Every person takes the responsibility of a (number of) queues. When that person isn't in the office, responsibility is transferred to someone else. This is error prone, and to avoid that any trouble tickets would slip through the maze, and remain unanswered for a long time, we would like to have some means of monitoring that. Until now I've found two approaches: *Ticket escalation* http://doc.otrs.org/2.0/en/html/x1327.html It seems to be more intended to make sure the responsible for a queue doesn't forget to answer a ticket, by for example only displaying the escalated tickets to him/her. But I haven't found a way to query tickets that are currently in escalation, so that this can be monitored externally. *Ticket state approach *If you make sure that every ticket that is answered is in some pending state (e.g. pending auto close or pending reminder), you can query the new and open tickets to figure out if any tickets remain unanswered. Consider for example this scenario: 1. a customer opens a trouble ticket (ticket is new) 2. an agent replies (ticket is pending auto close) 3. the customer replies again (ticket opens up again) We want to query the new or open tickets since the last activity (number 3), not since the ticket was created (number 1). So we're not able to query tickets for which the inactivity is larger than a given time period. If any of you can provide any insight or tips on how to achieve this, it would be greatly appreciated. Thanks a lot, Stijn --------------------------------------------------------------------- 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/

1 0

Is it possible to change the order (layout) of the dashboard
by Sarper SARIDAL 24 Oct '09

24 Oct '09

Hi all, My otrs experience is just going great. Everything is smooth and steady. Now it's time to ask for more :) I wonder whether if it's possible to customize the dashboard , for example to see the open tickets at the top , and upcoming events at the bottow etc.. I especially use the reminder tickets but i don't want to see them at the right pane instead i want to see them in the main pane. It doesn't matter how painful it is to change i want to do it :) I salute all members, otrs programmers and moderators. Thanks & Regards, Sarper

3 2

Filtering incoming emails to queues in OTRS
by Todd Backman 24 Oct '09

24 Oct '09

2 2

Re: [otrs] Error authentication
by Esteban Santana Santana 23 Oct '09

23 Oct '09

Paolo, This usually happens on Active Directory, and the solution is to provide a username and password that already has access to the LDAP tree, so that the tree can then be queried to authenticate other users. This is usually done by adding the following two lines to the LDAP auth section of the Config.pm $Self->{'AuthModule::LDAP::SearchUserDN'} = 'DOMAIN\\OTRS_LDAP'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'Password'; On Fri, 23 Oct 2009 13:10:54 +0000 (GMT), Paolo Esposito <espositop2004(a)yahoo.it> wrote: > Message: 1 > Date: Fri, 23 Oct 2009 13:10:54 +0000 (GMT) > From: Paolo Esposito <espositop2004(a)yahoo.it> > Subject: [otrs] Error authentication > To: otrs(a)otrs.org > Message-ID: <390169.44517.qm(a)web23207.mail.ird.yahoo.com> > Content-Type: text/plain; charset="utf-8" > > Hi all, > i try to configure otrs to authenticated users from web, when i try to logon on otrs i receive on apache2 thi errore message : > > > > Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece > > I installed on my server Opeldap client and when from command line i try to do a ldap query wiyh ldapsearch tool i received thi message : > > text: 00000000: LdapErr: DSID-0C090627, comment: In order to perform this ope ration a successful bind must be completed on the connection., data 0, vece > > > > Can we help me about the resolution of this problem ?? > For me is very important because i must a presentation for a new client company. > > > Thank you in advances > > > >

1 0

Active Directory memberOf
by Esteban Santana Santana 23 Oct '09

23 Oct '09

Hi, I was wondering if anyone had figured out a way to map Active Directory memberOf information to OTRS roles. The main reason I want to do this is that I'm in the process of setting up OTRS for use by 200+ agents who will be authenticating via AD's LDAP, and I'd rather like to avoid having to assign roles to all those users manually. I already tried the below code, but it doesn't work at all. # $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = { # # ldap group # 'CN=groupName1,OU=department,DC=example,DC=com' => { # # otrs role # 'Role_1' => 1, # }, # 'CN=groupName2,OU=department,DC=example,DC=com' => { # 'Role_2' => 1, # } # }; The above code gives the following error: User: someUser not in GroupDN='CN=groupName1,OU=department,DC=example,DC=com', Filter='(memberUid=CN=Some User,OU=department,DC=example,DC=com)'! (REMOTE_ADDR: 10.10.0.19). I believe that the issue is that OTRS is looking at the wrong LDAP property when doing the lookup, but I can't find a place to change it. Any ideas (or code) would be most helpful. Thanks, -- Esteban Santana Santana "When life hands you lemons, ask for tequila and salt." -Anonymous

1 0

Re: [otrs] 2.4.4 restore.pl Got no EncodeObject!
by Phil Maynard 23 Oct '09

23 Oct '09

Has anybody else had this problem? I am able to restore the server by doing a manual mysql backup and also saving the otrs settings in otrs/sysconfig but it would be simpler if I could use the script. I do not understand why the restore script is complaining about a particular line in the DB.pm file - I'm used to thinking about restores in file terms, not line terms. Thanks, Phil

2 1

Monitoring unanswered tickets
by Stijn Debruyckere 23 Oct '09

23 Oct '09

Dear all, We have a use case where we would like to monitor trouble tickets that remain unanswered for too long a period of time (e.g. 2 days). Every person takes the responsibility of a (number of) queues. When that person isn't in the office, responsibility is transferred to someone else. This is error prone, and to avoid that any trouble tickets would slip through the maze, and remain unanswered for a long time, we would like to have some means of monitoring that. Until now I've found two approaches: *Ticket escalation* http://doc.otrs.org/2.0/en/html/x1327.html It seems to be more intended to make sure the responsible for a queue doesn't forget to answer a ticket, by for example only displaying the escalated tickets to him/her. But I haven't found a way to query tickets that are currently in escalation, so that this can be monitored externally. *Ticket state approach *If you make sure that every ticket that is answered is in some pending state (e.g. pending auto close or pending reminder), you can query the new and open tickets to figure out if any tickets remain unanswered. Consider for example this scenario: 1. a customer opens a trouble ticket (ticket is new) 2. an agent replies (ticket is pending auto close) 3. the customer replies again (ticket opens up again) We want to query the new or open tickets since the last activity (number 3), not since the ticket was created (number 1). So we're not able to query tickets for which the inactivity is larger than a given time period. If any of you can provide any insight or tips on how to achieve this, it would be greatly appreciated. Thanks a lot, Stijn

1 0

OTRS with LDAP : research of customer only via e-mail and not by name and first name
by Martignier, Philippe 23 Oct '09

23 Oct '09

Hi there, When I search a customer or when I input a new ticket and want to input a customer, the research of customer is available only via the e-mail, not working with the first name or last name? Any idea? I have version 2.4.4. and LDAP connection As from the database admin there is nothing to do on the LDAP side and I want I make a search with LDAP in OTRS (sysconfig) I find nothing about index or fields ... Any idea really welcome as it is quite urgent ! Many thanks in advance 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.

3 3

Error authentication
by Paolo Esposito 23 Oct '09

23 Oct '09

Hi all, i try to configure otrs to authenticated users from web, when i try to logon on otrs i receive on apache2 thi errore message : Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece I installed on my server Opeldap client and when from command line i try to do a ldap query wiyh ldapsearch tool i received thi message : text: 00000000: LdapErr: DSID-0C090627, comment: In order to perform this ope ration a successful bind must be completed on the connection., data 0, vece Can we help me about the resolution of this problem ?? For me is very important because i must a presentation for a new client company. Thank you in advances

1 0