November 2009 - otrs - OTRS mailing lists

customer in CC filed in Customer interface.
by vaishali dolas 20 Nov '09

20 Nov '09

I've been trying to setup some events to achieve the following: Initially i had created 1 free filed called CC. Actually i want to send that ticket to whatever emailID send by customer in CC filed. I Tried setting Recipient:(Email based) as <OTRS_TICKET_TicketFreeText1> if i tried to print that name in Body its showing it properly in Ticket Body. But if i insert it in Recipient email address its not sending notification to that Customer. that is if i'll give xyz(a)abc.com directly in Recipient address its sending Ticket Notitfication to that address but if i tried to send it through Free filed its anable to send Ticket. I'm not sure how to identify this in order to change the notification message accordingly. Any help on this questions is greatly appreciated. Best Regards, Vaishali Dolas

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Changing ticket default type to 'Incident'
by patrick.dillon＠aleris.com 19 Nov '09

19 Nov '09

Hello to all, We have defined several basic ticket types, and wish to have all tickets be created as Type::Incident by default. I know this can be manually selected when a ticket is created through the web interface, but where do we change the default option from ' - ' to 'Incident'? I'm assuming this is done in a .pm file somewhere, but I haven't been able to find that entry. Thanks for any guidance, Patrick Dillon Aleris International

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OTRS against LAM
by William Hamilton 19 Nov '09

19 Nov '09

Hi we have LAM (LDAP Account Manager) installed on a box which is used to authenticate a Samba server. I want to use this server to hold OTRS auth and user details for internal company. I am not sure how much LAM differs from AD (which most of the docs seems to point to). I am not getting any authentication happening nor able to list users (using root@localhost login). Anyone else using LAM? tia W Setup Debian (Stable LDAP server and Testing OTRS server) LAM 2.3.0 Config.pm entries looks like below ############ Customer stuff (staff) ############### # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Data source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'ldapserver', BaseDN => 'dc=xxxx,dc=com', SSCOPE => 'sub', UserDN => '', UserPw => '', AlwaysFilter => '', # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; ############# Auth customer folk (staff) ############## # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldapserver'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=xxxx,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=1gstaff,ou=Groups,dc=xxxx,dc=com'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'uid'; # for non ldap posixGroups objectclass (full user dn) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # 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'} = ''; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = ''; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # 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, }; ############# Auth support folk (1gtech) ############## # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldapserver'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=xxxx,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN'} = ''; $Self->{'AuthModule::LDAP::SearchUserPw'} = ''; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=1gtech,ou=groups,dc=xxxx,dc=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # agent data sync against ldap $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'ldap://ldapserver/'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=xxxx,dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = ''; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = ''; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ];

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custom SearchAutoComplete field in AgentTicketPhone
by Tommaso Calosi - Brain Technology 19 Nov '09

19 Nov '09

Hi, In my phone ticket page I need to do something like the CustomerSearchAutoComplete, but for services. I want to get data from a description filed in service_customer_user table. How can I do this? Any idea? This is the CustomerSearchAutoCompleteDiv in AgentTicketPhone.dtl  <div id="myAutoComplete" class="myAutoComplete">  <input id="myAutoCompleteInput" type="text" name="From" value="$QData{"From"}" size="80"/>  <div id="myAutoCompleteContainer"></div> </div>  Thanks

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OTRS System Upgrade
by benjamin anamoah 19 Nov '09

19 Nov '09

Dear Colleagues, I need help on how i can upgrade my OTRS 2.4.3 to a higher version so that i can use the Auto Responses <-> Queue and activate the Auto response. Thank you. Benjamin

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More spellcheck woes
by Hiren Joshi 19 Nov '09

19 Nov '09

Using 2.4.4 When an agent is ready to send a reply to a ticket and they spell check it. The spellcheck doesn't seem to do anything, you can ignore and replace words but these words are never changed in the reply so the agent then has to manually change the words in the ticket. Do other have a similar experience? Thanks, Josh.

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Ticket Expand View to customer and others questions
by Bastien Vlerick 19 Nov '09

19 Nov '09

Hi, I'm proud to join the OTRS community and I hope to be helpfully. I've 3 questions : 1- How can I activate Ticket Expand View option for the customer's view. Our biggest customer demand to have this view or we'll have to change our tickets system. :-s I've already seen that question in the mailing list archive. I did not see any answer. 2- Is there a French community on OTRS ? 3- I didn't found any website with template or explanations for dumbs to "customize" the customer interface. Thanks to all -- Bastien VLERICK Support Service Manager

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Ticket notifications
by Mark Randelhoff 19 Nov '09

19 Nov '09

Hi All I hope someone can offer me some advice here. I was expecting to get the following from a Subject:: New ticket notification! (<OTRS_CUSTOMER_SUBJECT[18]>) Hi <OTRS_CURRENT_UserFirstname>, there is a new ticket in "<OTRS_TICKET_Queue>"! <OTRS_CUSTOMER_FROM> wrote: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=AgentTicketZoom&TicketID=<OTRS_TICKET_ID> But all I seem to get is what is listed below. I would really appreciate any help that can be offered here. I would like the content of the email to be included in the notification. I am using event notifications on a Ticket create event. I am using OTRS 2.4.2. I was actually trying to achieve this result with an auto response, but it seems that most of our clients have precedence or loop headers, which means they never get the mail. I have been unable to figure a decent solution for this - hence the attempt to achieve this via event notifications. Any help would be appreciated Kind regards Mark -------- Original Message -------- Subject: [Ticket#2009111910000071] New ticket notification! () Date: Thu, 19 Nov 2009 08:36:02 +0200 From: OTRS Notification Master <otrs@address_hidden> Organization: Cathexis To: markr(a)cat.co.za Hi Admin, there is a new ticket in "UK"! - wrote: <snip> <snip>

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Customer Company as groups ? or group of customers.
by Sarper SARIDAL 18 Nov '09

18 Nov '09

Hi all, I have a question in mind.. For example lets say that i have these customers : 1. katieblack(a)company.org : Company : STARGMBH 2. jameswhite(a)company.org : Company : STARGMBH 3. markyellow(a)company.org : Company : WORLD CO. For the first 2 customers which are from the same company STARGMBH is it possible for katie to see james tickets and james for katie. So if one is out of the company for travel the other can track the records. If there is no such a functionality in the future to have something like this will be great. Thanks & Regards, Sarper

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Re: [otrs] Auto Responses <-> Queue
by Marco Vannini 18 Nov '09

18 Nov '09

Hi Benjamin, Unfortunately I don't have experience on LAMP on M$ systems so I cannot give you many hints. The one that I can try to give you is to give a try to Notification (event) in Admin area if autoresponse does not work plus an upgrade to 2.4.5 with know problems on email notifications. Additionally, and possibly before trying notification by events, you should check that you have selected correct "Type:" (that should be "auto reply/new ticket") in auto responses and associations ar<->queue ("Change "auto reply/new ticket"" settings must have selected previous declared "auto reply/new ticket"). HTH MV On Wed, Nov 18, 2009 at 5:19 PM, benjamin anamoah <choronflex4u(a)yahoo.com>wrote: > Dear Marco, > > I am a new user of the OTRS and i am not too familiar with the terms in > there but very fast to understand and know exactly what is being discussed. > I am using the OTRS 2.4.3 win-installer-2.0.4. But i think the most > important thing is the OTRS 2.4.3 > > I am trying to do everything on my laptop and if i am successful and > familiar to the system, i can then configure is on a network for an IT firm > i am doing an internship for them and i know that i can better my chances > working with them afterward. I created some agent who have equal rights as > the otrs admin and created some customer users to sign in from the Customer > interface. But when i send a mail or request from the Customer Interface, a > new ticket is created alright but i will like the Auto Responses <-> Queue<http://localhost/otrs/index.pl?Action=AdminQueueAutoResponse>t > to work so that a mail is quickly sent to the queue the customer user used > but it is not soo. > > Please i need help to make this work because i have matched the Queue to > the Auto Response at the Admin Area but its not working. I hope to hear from > you soon. Thnx > >

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