November 2009 - otrs - OTRS mailing lists

Ticket Escalation
by Steve Anness 17 Nov '09

17 Nov '09

First off thank you guys for helping me get my email notification working. Now they want me to set-up escalation emails so that after 30 minutes it sends a notification to one guy and after 45 minutes it sends notification to my boss. Thank You, Steve Anness

2 1

sorting responses
by alex 16 Nov '09

16 Nov '09

currently testing otrs and was wondering if there is any way to organize the responses display. My staff is using dozen of responses and this is important these can be sorted in various categories. thanks a alot

1 0

change customer frontent customer company text
by Sarper SARIDAL 16 Nov '09

16 Nov '09

Hi all, I'm using a localized version of OTRS and the value for "Company Tickets" in the customer frontend in Turkish : "Müşteri Biletleri" I want to change the text of company tickets button to something else rather than "Müşteri biletleri" something like "Department" It's probably predefined in a configuration file.. I want to learn the name of the file so i can change it. Thanks & Regards, Sarper Saridal

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Agents LDAP auth and parameter
by Guillaume Rehm 16 Nov '09

16 Nov '09

Hi list, I have a new OTRS 2.4 install. I have setup Agents Auth LDAP. But I want, before they connect to the first time, manage right, preferences .... How is it possible ? I must use SyncLdap ? How ? Thanks for your help -- 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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Solved! Use CompanyTickets as Departments..
by Sarper SARIDAL 16 Nov '09

16 Nov '09

Hi all, This is just a solution not a question this time. If you want to use companytickets as departments in your organization there is a tweak about this. Your customerid should be the same as we all know for grouping incidents. If your OTRS is AD integrated, you need to point the customerid--> field to a point in Active Directory user database. This is "Office" field in user properties in active directory. In the config.pm file (active directory lines) change the following two lines.. CustomerID => 'physicalDeliveryOfficeName', [ 'UserCustomerID', 'CustomerID', 'physicalDeliveryOfficeName', 0, 1, 'var' ], stop your apache , start your apache... you will see that the field Office in your ad is matched with CustomerID. >From now on EVERY NEW TICKETS opened in the system will be seen by the people with the same CustomerID in this scenario Office Name field in Active directory. This applies for all the new tickets in the system so if you see the company tickets section blank after you apply this it's because there is no ticket defined or your Office field in AD & OTRS or vica versa is empty. If you are using a database instead of AD you don't need to do such a thing. For anyone interested in this or setting another field in user properties as CustomerID's can personally contact me i can send the value.. Regards, Sarper Saridal

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Error in Sending the mail
by Sourabh Sarwate 16 Nov '09

16 Nov '09

Hi All After migrating OTRS system from one test server to another I am getting following error Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Nov 16 17:59:51 2009 Message: Can't use from 'pyrootrs(a)gmail.com': 5305.7.0 Must issue a STARTTLS command first. 6sm162795ywd.22 ! Enable Net::SMTP debug for more info! Traceback (9240): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 116 Module: Kernel::System::Email::Send (v1.64) Line: 683 Module: Kernel::System::Ticket::Article::ArticleSend (v1.232) Line: 2024 Module: Kernel::Modules::AgentTicketCompose::Run (v1.81.2.1) Line: 416 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 can anyone give me idea how I can over came from this problem. Regards, Sourabh Sarwate

2 2

importing csv file..
by Sarper SARIDAL 16 Nov '09

16 Nov '09

Hi , This is really urgent and important. I tried to import a csv file with import export module of OTRS ITSM 1.3.2 But it didn't work. I have to import the computer list to otrs configitem. Is there a tweak or does anyone know what may be the possible problem? Thanks & Regards, Sarper

3 3

Changing ownership on ticket move
by patrick.dillon＠aleris.com 16 Nov '09

16 Nov '09

Hello to all, We have our queues set up so there is a central queue which is monitored by our support staff. Tickets in that queue are then moved manually by the support staff to specific working queues. Our problem is that when the original ticket (owner/responsible are both set to root@localhost) is moved to another queue, the owner/responsible fields are set to the name of the person who moved the ticket. We would like for the owner/responsible fields to remain the default value (root@localhost) until a technician grabs the ticket and makes him/herself the owner. Do we need to adjust a setting in sysconfig? If so, which setting? Thanks for any suggestions, Patrick Dillon Aleris International

3 4

Customer Company question with Active Directory
by Sarper SARIDAL 15 Nov '09

15 Nov '09

Hi all, I wonder if this is possible : There are 2 customers from the same company. I want both of them to see each others requests. Duplicate companynames are not allowed in the database at least if you integrate your otrs with Active Directory. Is there any way of doing this? A customer has 5 tickets from ABC Company B customer has 4 tickets from ABC Company ABC company has a total of 9 tickets. Can we group the incidents so they can both see tickets from ABC Company. Thanks & Regards, Sarper

2 1

Dashboard - customer side
by Manikandan Kandasamy 14 Nov '09

14 Nov '09

Hi, Did anyone know how to add dashboard in customer page? The requirement is customer should know the no of tickets opne, closed and pending for the week. Regards, Mani

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