November 2009 - otrs - OTRS mailing lists

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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OTRS data older then one year remove
by Ashish Gangani 07 Nov '09

07 Nov '09

Hi all, I am using a OTRS 2.0.4 and I have a huge data in mysql database. I have to take backup of old data and remove the old data which is older then one year. Can anyone help me to do this. Thanks and Regards, Ashish Gangani,

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[unixODBC][FreeTDS][SQL Server]Error converting characters into server's character set.
by Leonardo Certuche 06 Nov '09

06 Nov '09

Hi there, After several workarounds, we have installed otrs-2.4.5-01 on OpenSuSE 10.3 connected to a MSSQL database. In order to achieve it, we installed the following RPM packages: unixODBC-devel-2.2.12-55 unixODBC-2.2.12-55 perl-DBI-1.58-17 perl-DBD-ODBC-1.14-13 An also installed freetds-0.82 from source with the following options: ./configure --with-tdsver=7.0 --with-mssql And configured the files /etc/unixODBC/odbcinst.ini, /etc/unixODBC/odbc.ini and /usr/local/etc/freetds.conf We are creating users, customers, queues, etc and they're being stored in the MSSQL database no problem but when we try to install a new package using /otrs/index.pl?Action=AdminPackageManager, the following error shows up: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Nov 6 13:45:50 2009 Message: [unixODBC][FreeTDS][SQL Server]Error converting characters into server's character set. Some character(s) could not be converted (SQL-HY000) [unixODBC][FreeTDS][SQL Server]The incoming tabular data stream (TDS) remote procedure call (RPC) protocol stream is incorrect. Parameter 7: The parameter name is invalid. (SQL-42000)(DBD: st_execute/SQLExecute err=-1), SQL: 'INSERT INTO web_upload_cache (form_id, filename, content_type, content_size, content, create_time_unix, content_id) VALUES (?, ?, ?, ?, ?, ?, ?)' Traceback (1612): Module: Kernel::System::Web::UploadCache::DB::FormIDAddFile (v1.20) Line: 96 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.19) Line: 153 Module: Kernel::Modules::AdminPackageManager::Run (v1.81) Line: 962 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 Thanks in advance for your help solving this issue, Regards, Leonardo Certuche

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SLA combo box contains only a dash
by Stijn Debruyckere 06 Nov '09

06 Nov '09

Hi there, I have enabled Service/SLA's and added a (valid) SLA and service. As a result, every ticket now has two new combo boxes in the free fields part: Service and SLA. But somehow the SLA combo doesn't display any values, it just contains a dash. The service combo box does work. Does anyone have any clues or hints to figure this one out? Thanks a lot, Stijn

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Probs with stats
by Martignier, Philippe 06 Nov '09

06 Nov '09

Hi there, I try to use stats with the graphic options. I try it several times but still got that message, ... any ideas? Error: To much data, can't use it with graph! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-11 Perl: 5.8.8 OS: linux Time: Fri Nov 6 12:07:37 2009 Message: GenerateGraph: Need GD! Traceback (6835): Module: Kernel::System::Stats::GenerateGraph (v1.80) Line: 1650 Module: Kernel::Modules::AgentStats::Run (v1.74) Line: 2179 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 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.

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Auto Responses <-> Queue Does not work
by benjamin anamoah 06 Nov '09

06 Nov '09

Dear Colleagues, I am finding some difficulty with the configuring and Customization of the Auto Responses <-> Queue so that when a customer sends a mail, the system automatically replies. I am a new user of the OTRS and trying to use it for my company but am finding some problems. I am using the default settings and i am trying it on my laptop to configure before setting it up. Please help me. Thanks.

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Customizing Dashboard
by Ilya Kornev 06 Nov '09

06 Nov '09

Hello. I've added a new status ("Awaiting Customer") and now I'm trying to get the Open/to be answered window in Dashboard show only tickets which state type is Open and Status is Awaiting Customer. I tried to add one more line in Ticket -> Frontend::Agent::Dashboard, it looked as follows: Key: Attributes Content: Status=Awaiting Customer; but OTRS doesn't let me add it. Then I added in the existing Attributes line Status=Awaiting Customer; getting the whole line look as Key: Attributes Content: StateType=open; Status=Awaiting Customer; but OTRS seems to read the line only up to the first semicolon (StateType=open;), i.e. it doesn't take into account Status=Awaiting Customer; Can somebody advise how do I set it up? Cheers, Ilya

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Ticket reminder
by Manikandan Kandasamy 06 Nov '09

06 Nov '09

Hi, After ticket were locked by agent, is there any option availble to remind the agent periodically about the ticket. For example a ticket the SLA is 1 hour. Agent has locked the ticket. i would like to send mail or alert message to the agent in 15, 30 and 45 min remind about the ticket and remaining response time. Thanks & Regards, Mani

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