November 2009 - otrs - OTRS mailing lists

24 Nov '09

Folks, I've got a system setup on a windows VM. I'm trying to create a new phone ticket and assign a service to it. I have configured a few services, but I can't assign a ticket to them. The services don't show up in the service drop down when creating a new ticket or editing one. Is more configuration required that I'm missing? It seems that type drives Service / SLA drop down, but I don't see any way to link these. Any help starting out appreciated! System Windows 2003 Server VM OTRS 2.4.5 via win installer ITSM 1.3.2 all packages installed

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Re: [otrs] GenericAgent running more often than 10min
by Leonardo Certuche 24 Nov '09

24 Nov '09

Hi there, I thought at first it worked but it is not :( The following entry in GenericAgent.pm is moving ALL tickets to the desired queue (not only the ones that should be moved) # [name of job] -> move all tickets from tricky to experts # -- 'move tickets from MDS to MDS Critico' => { # get all tickets with these properties SLA => ['Critico 30min'], # new ticket properties New => { Queue => 'Mesa de Servicios::Mesa de Servicios Critico', }, }, I have tried non only with SLA => ['Critico 30min'] but also with Service => ['Inc::Claves::Red'] Any clues? Thanks! Leonardo Certuche On Mon, Nov 23, 2009 at 7:17 PM, Leonardo Certuche < leonardo.certuche(a)itcon-ltda.com> wrote: > Indeed! > > Here is the working job (running every two minutes no problem!): > > # -- > 'move tickets from MDS to MDS Critico' => { > # get all tickets with these properties > Queue => ['Mesa de Servicios'], > SLA => ['Critico 30min'], > # new ticket properties > New => { > Queue => 'Mesa de Servicios::Mesa de Servicios Critico', > Note => { > From => 'SeUs', > Subject => 'Ticket Critico movido a cola Critico!', > Body => 'Movido a la cola Critico por tener un SLA > Critico!', > ArticleType => 'note-internal', # > note-internal|note-external|note-report > }, > }, > }, > > My mistake was to write : > Queue => 'Subqueue', > Instead of: > Queue => 'Queue::Subqueue', > > Thanks again guys, without your help it would have been much harder! > > Greetings, > > Leonardo Certuche > > > On Mon, Nov 23, 2009 at 3:59 PM, Nils Leideck - ITSM < > nils.leideck(a)leidex.net> wrote: > >> On 23.11.2009, at 21:32, Leonardo Certuche wrote: >> >> Thanks Nils and Alexander for your explanations, now I have a better >> understanding about GenericAgent behavior. I was checking >> /opt/otrs/Kernel/Config/GenericAgent.pm.examples and it's clear how to use >> it but none of the examples uses ITSM fields such as Service or SLA, is it >> possible to use it? We just want tickets from certain SLA to be moved to a >> give queue ASAP. >> >> >> did you try " SLA => 'mySLA' , " ? >> >> >> Nils Leideck >> >> -- >> Nils Leideck >> Senior Consultant >> nils.leideck(a)leidex.net >> >> https://webint.cryptonode.de / a Fractal project >> >> >> >> >> >> >> --------------------------------------------------------------------- >> 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/ >> > >

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Dashboard refreshing
by Ilya Kornev 24 Nov '09

24 Nov '09

Hello. Dashboard become de facto the main tool for our agents obsoleting good old QueueView. But its main drawback is unlike QueueView Dashboard doesn't refresh automatically and the agents need to press F5 or click the icon. The question is - how do I get it to refresh automatically? Also, I'd suggest to hardcode this feature in further realeases of OTRS. Regards, Ilya

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Tickets moved list
by Diego Mayol 24 Nov '09

24 Nov '09

Hi All: Can I see a list of tickets moved, from which queue to which queue have been moved, and who has moved they? Thank you. Regards, DM

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freetext
by arnold＠ligtvoet.org 24 Nov '09

24 Nov '09

Hi, I want to add some technical information to a ticket that should only be visible to agents and not to customers. Simplest way forward seems to use freetext, so I went to the admin section, Core::TicketFreeText and enabled freetext field 1 to 4. I then also enabled the free text field in Frontend::Agent::Ticket::ViewNote, so agents can change the information when adding a note. This works and the freetext is shown in the ticket information both in queue view and zoom. The problem is that the customer now also sees these fields, where I cannot find a setting to turn these off? If I look in Frontend::Customer::Ticket::ViewNew all freetext fields are set to 0 (disabled) but I still see them. Is there a config setting for this that I'm missing? Arnold.

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Bulk action - changing owner
by Ilya Kornev 24 Nov '09

24 Nov '09

Hello, James. Sorry, didn't notice your email. I'm using Google Chrome and OTRS 2.4.4. I tried the same with IE6, and that worked for me. root@localhost is the default administrator, I decided to leave it as is, and it's assigned to all new tickets automatically. I agree with you that this is meaningless, but how can I get the new tickets to be unowned? Cheers, Ilya -----Original Message----- What version of OTRS and what browser are you using. You probably shouldn't have a root at localhost user. Initial user while ticket is status new and unlocked is meaningless. James. -----Original Message----- From: Ilya Kornev <feldpost- at mail.ru> Sent: Thursday, 29 October 2009 11:53 PM To: otrs <otrs at otrs.org> Subject: [otrs] Bulk action - changing owner Hello, I'd like to change the owner of several new tickets (by default they belong to the root at localhost user). When I select them in QueueView, click the Bulk Action button and choose the owner, I receive the following error Error: No TicketID is given! Comment: You need min. one selected Ticket! What am I missing? Regards, Ilya Kornev

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Error: Need CustomerID!!!
by Ashish Gangani 24 Nov '09

24 Nov '09

Hi Team, I Have problem with Microsoft ADS LDAP Auth. The customer Auth giving me the following error ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Nov 23 19:11:26 2009 Message: Need CustomerID!!! Traceback (6147): Module: Kernel::Output::HTML::Layout::CustomerError (v1.176.2.2) Line: 4120 Module: Kernel::Modules::CustomerTicketOverView::Run (v1.50) Line: 77 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.42) Line: 48 the Kernel\Config.pm file is like this :- # ADS LDAP Server Auth Config # AGENT AUTH CONFIG $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.0.6'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # FOR Search in LDAP $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=Administrator,CN=Users,DC=example,DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'PASSWORD'; # CUSTOMER AUTH CONFIG $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.0.6'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=Administrator,CN=Users,DC=example,DC=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'PASSWORD'; # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '192.168.0.6', # ldap host BaseDN => 'dc=example,dc=com', # ldap base dn SSCOPE => 'sub', # search scope (one|sub) # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'CN=Administrator,CN=Users,DC=example,DC=com', UserPw => 'PASSWORD', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => [ 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, 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' ], ], }; And also my agent has some problem with LDAP Auth it is giving the Error Like this :- Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. Please Help me to solve me this problem. -- Thanks and Regards, Ashish Gangani,

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only 250 customers shown
by Leonardo Certuche 24 Nov '09

24 Nov '09

Hi list, This topic has been already discussed but unfortunately I haven't been able to solve it. I tried what is said in http://www.mail-archive.com/otrs@otrs.org/msg18806.html and http://www.mail-archive.com/otrs@otrs.org/msg25190.html without success. We have OTRS 2.4.5 + ITSM 1.3.2 with LDAP backend for both customers(278) and agents(64). While AdminCustomerUserGroup shows our 278 customers, both AdminCustomerUser and AdminCustomerUserService only show 250 customers. As explained in http://doc.otrs.org/2.4/en/html/x1764.html the answer seems to lay on the CustomerUserSearchListLimit parameter but our working LDAP configuration looks a little different so I don't know where to place that parameter Here is our LDAP config for customers: #Enable LDAP authentication for Customers / UserS $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'A.B.C.D; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'OU=COMPANY,DC=DOMAIN,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'} = 'USER'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'PASSWORD'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; Keeping this syntax, how should I set CustomerUserSearchListLimit? Thanks a lot! Leonardo Certuche

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Customer user supervisors other customer users
by Jie(Jack) Zhu 24 Nov '09

24 Nov '09

Hi Guys, Is there any way I can setup a customer user supervisors other customer users? This supervisor should be able to make decisions on other customer users' tickets. It is like a boss or head of department wants to manage his employees' tickets thus to control service costs. But they are not suppose to be an service agent. Thanks a lot! Jack

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Re: [otrs] GenericAgent running more often than 10min [SOLVED]
by Leonardo Certuche 24 Nov '09

24 Nov '09

Indeed! Here is the working job (running every two minutes no problem!): # -- 'move tickets from MDS to MDS Critico' => { # get all tickets with these properties Queue => ['Mesa de Servicios'], SLA => ['Critico 30min'], # new ticket properties New => { Queue => 'Mesa de Servicios::Mesa de Servicios Critico', Note => { From => 'SeUs', Subject => 'Ticket Critico movido a cola Critico!', Body => 'Movido a la cola Critico por tener un SLA Critico!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, My mistake was to write : Queue => 'Subqueue', Instead of: Queue => 'Queue::Subqueue', Thanks again guys, without your help it would have been much harder! Greetings, Leonardo Certuche On Mon, Nov 23, 2009 at 3:59 PM, Nils Leideck - ITSM < nils.leideck(a)leidex.net> wrote: > On 23.11.2009, at 21:32, Leonardo Certuche wrote: > > Thanks Nils and Alexander for your explanations, now I have a better > understanding about GenericAgent behavior. I was checking > /opt/otrs/Kernel/Config/GenericAgent.pm.examples and it's clear how to use > it but none of the examples uses ITSM fields such as Service or SLA, is it > possible to use it? We just want tickets from certain SLA to be moved to a > give queue ASAP. > > > did you try " SLA => 'mySLA' , " ? > > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > nils.leideck(a)leidex.net > > https://webint.cryptonode.de / a Fractal project > > > > > > > --------------------------------------------------------------------- > 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/ >

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