November 2009 - otrs - OTRS mailing lists

Varying reports for solution time escalations. what could be the reason
by Katta, Lokesh Katta Subramanyam 04 Jan '10

04 Jan '10

Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue <XYZ> there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5. What could be the reason? Please help. Thanks and Regards, Lokesh

3 6

Webmail problem
by theod＠physics.auth.gr 22 Dec '09

22 Dec '09

Hi to all, I've been successfully using OTRS for about a month, and I recently installed the WebMail addon. All the available options are checked and properly configured (fingers crossed), but NO messages are displayed, although the total mail count is correct and I'm also able to send outgoing messages without problem (see also the attached screenshot). FYI, when searching emails, again the number returned is correct, but no mail is displayed. I'm using imaps and I've tried two different imap servers (one of them is imap.google.com) and I still encounter the same problem. Do you have any idea what may be wrong? Thanks in advance, Theodoros

3 2

calculating time
by Ilya Kornev 21 Dec '09

21 Dec '09

Hello. We need to get the following kind of stats: how much time a ticket spent in state X how much time a ticket spent in state Y. For example: 1) A customer sends a request 2) 1 hour later an agent asks him/her to provide additional info 3) 4 hours after that the customer sends additional info 4) An hour after that the problem is solved , ticket is closed. The report should contain (among other things like ticket #, queue, owner etc.) something like that: State Y (awaiting us) - 2 hours State X (awaiting customer) - 4 hours Is there any possibility to do this? Cheers, Ilya Kornev

4 4

External DB (Oracle) issue
by Gazizov Andrey 14 Dec '09

14 Dec '09

Hi all. I trying to integrate OTRS (2.4.1) with Oracle but it's not working for me :-) maybe someone faced with similar problem and could it solve. If it so it will be great if you can help me or simple share experience how you overcome this difficulty. Part of Config.pm follows the text. Notice that in my oracle DB I use other fields and therefore I change config in accordings with it. When I try to find customer via customer ID nothing happens :-) In OTRS log all looks fine and I don't found any errors in it. $ENV{ORACLE_HOME} = '/usr/local/oracle8-client/'; $ENV{LD_LIBRARY_PATH} = "/usr/local/oracle8-client/lib"; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank Quelle', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:Oracle:sid=SID;host=A.B.C.D;port=1521;', User => '****', Password => '*****', Table => 'TABLE', }, # customer uniq id CustomerKey => 'a.customer_id', # customer # CustomerID => 'a.customer_id', CustomerUserListFields => ['a.fio_full_cli', 'a.email', 'a.phone'], CustomerUserSearchFields => ['a.customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['a.email'], CustomerUserEmailUniqCheck => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target [ 'UserFirstname', 'Firstname', 'a.fio_full_cli', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'a.inter_name_cli', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'a.mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'a.customer_id', 0, 1, 'var', '', 0 ], ], }; -- Best regards, Andrey Gazizov ReTN

1 1

Problem with "Next ticket state"
by MMoj＠timocom.com 07 Dec '09

07 Dec '09

Hey, Can some one tell my why OTRS "Next ticket state" is per defaul "closed successful" when it is set to be "open" in "Ticket::Frontend::AgentTicketCompose###StateDefault"? Is it a bug? With the Update from 2.4.4 to 2.4.5 today this changed to be "closed successful" but the Helpdesk agents want it to be "open" instead, but it does not work if I define it as "open" int the "ViewCompose". Can some one help me out with a workaround or something? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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filtering spam
by Mercator GmbH 04 Dec '09

04 Dec '09

Hi there, I have MANY messages with only question marks. HOW can I filter them with the generic agent? When inserting a question mark, it filters ALL messages!! The mails are like this one: ___________ ?? ????? ? ??????? ????? ???????? - ?????? ???? ?????????, ? ??? ?????????? ???????? ???? ??????????? ?????? ? ???????? ???????????. ???? ???? ????, ??? ? ???????????. ?? ?????? ??????? ? ???????????? ???????. ?????o? ? ?oc???: (495) 649-86-27 ?????o? ? ?a???-????p??p??: (812) 313-23-91 ICQ: 590-644-122 ____________ how can I filter them to be deleted? thanks, marc

7 14

LDAP Intregration
by Mohamed Zakaria 04 Dec '09

04 Dec '09

Hi, I am not able to intergrate my current AD to the otrs system. The system log shows this message: Tue Nov 24 17:03:25 2009 error OTRS-CGI-10 First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece� This is my config.pm the portion that is above “End of own config”. Can anyone help me with this? Thanks. #Start of LDAP #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.200.1.1'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=Users,dc=abc,dc=com'; $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'} = 'otrs'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '10.200.1.1', BaseDN => 'OU=Users,DC=abc,DC=com', SSCOPE => 'sub', UserDN =>'CN=otrs,OU=Users,DC=abc,DC=com', 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' ], ], }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; # $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_ldap_allow_C,OU=Groups,OU=BaseOU,DC=example,DC=com'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN' #End of LDAP Regards, Zak ##################################################################################### This email is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this email in error please contact the sender. #####################################################################################

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Install Question: Setting up OTRS on a remote server
by Evan Stern 03 Dec '09

03 Dec '09

Hello, First of all, please forgive me of my ignorance about some of the details of system administration... I'm a Linux user but not an administration expert ;-) Basically, I need to know what kinds of things need to be done in order to get OTRS running on a remote server where I only have limited access to a specific portion of the server (i.e. I have permission to modify the bit where I keep my web page). I'm hoping that I don't have to beg the sysadmin to install this for me... I'm trying to install OTRS on a remote server. I do not have admin rights to the entire server, of course, and I need to know what needs to be done server side to get the "otrs" user set up correctly. The installation instructions specify that I need to give the "otrs" user the same access rights as the web server user. Would the creation of the "otrs" user with the same access as the web server user be something that would cause a security problem for the sysadmin? I ask because it seems that if there is an "otrs" user which I have access to but who also has the same permissions as the web server user it would be a problem for a security minded web host. Might there be any workarounds that I could use in order to create the appropriate "otrs" user that would not cause a security problem? Thanks in advance, --Evan.

2 11

use lib "/opt/otrs/";
by Kiffin Gish 01 Dec '09

01 Dec '09

I see that use lib "/opt/otrs/..."; is hard-coded all over the place. However, I need to fire up an instance installed in a different directory, e.g. /opt/other, how can I do that? -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

4 4

agent name in customer interface
by IT easyap 01 Dec '09

01 Dec '09

Hai all There is any way of not to present the agent name on the customer interface? (otrs 2.4.5) Regards

2 2