December 2009 - otrs - OTRS mailing lists

customer user nor agent queues update
by Marco Vannini 14 Dec '09

14 Dec '09

Hi all, I don't know if you have encountered a similar problem but, when I add an account (it could be customer or agent) and then I try to assign groups and at the end and I press submit it does nothing at all, in fact if I reopen the account it does not has the group previuosly selected associated. The WA is to go group by group and assign account there... (in this case means go around for 24 groups [and for customer, if I'm not wrong, there isn't role assignement]). PS: I've tryed to log mysql, it seam that neither an update seems to be shotted for this action. Thank you. MV

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Automatically send list of all open tickets everyday
by Otrs User 14 Dec '09

14 Dec '09

Hi all Is it possible that OTRS will send all the open tickets (pending tickets) everyday in night to list of e-mail ID. Regards Rupa ======

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MyQueue view, all tickets
by Gerrit Tamboer 14 Dec '09

14 Dec '09

Hi guys, Question, In QueueView the only tickets that are shown are the ones that have the default owner (root) Can I set somewhere that all tickets from all owners are shown in this view? Thanks in advance!

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SSO not working...
by Dave Lageweg 14 Dec '09

14 Dec '09

Hi, I'm running into a new problem :-(... LDAP is working and when i use a username without DOMAIN\ the user login is successful. SSO is not working. When i add the following lines in my Config.pm for SSO $Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth'; Login failed. And following entries are written in the log. Sat Dec 12 10:07:02 2009 error OTRS-CGI-10 Need UserLogin or UserID! Sat Dec 12 10:07:02 2009 notice OTRS-CGI-10 User: No $ENV{REMOTE_USER} or $ENV{HTTP_REMOTE_USER} !(REMOTE_ADDR: xxx.xxx.xxx.xxx). Does anyone have any idea what the problem can be..? Thanks! Best, Dave

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default ticket queue while creating ticket
by Christoph Ohliger 14 Dec '09

14 Dec '09

Hi, I have implemented different "agent frontend appearance" based on Themes, ACLs, Roles. Some roles have only one/two queues available. I want to realize that the first or only queue is already choosen and not the minus "-", while creating a new Phone or Email Ticket. I have found one solution for the ticket type http://bugs.otrs.org/show_bug.cgi?id=3869, but there seems to be no corresponding entry for the queue ? regards Christoph Ohliger

1 0

AdminPackage doesn't work
by TISSOT, Thierry 14 Dec '09

14 Dec '09

Hello, I'm currently running OTRS 2.3.4 on Ubuntu. Since I've upgraded from 2.3.2 to 2.3.4 (via ubuntu standard package upgrade), I don't have access to Package Admin. When I click on the link it asks me to download index.pl. Any idea please ? Thierry

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Auto Forward with OTRS
by Hien HUYNH HUU 14 Dec '09

14 Dec '09

Dear all, Please guide me how to configure autoforward an email from customer in a queue : Example , we want the system to receive emails to otrs-help(a)abc.com<mailto:otrs-help@abc.com> with queue 'OTRS HELP'. After that , the system can forward the email with ticket number on the subject to someone who related with the tickets (but not agents) So that they can reply/answer the ticket with the same ID/Number. Something likes this : (But not work) 'forward' => { Queue => 'OTRS HELP', States => ['new', 'open'], Locks => ['unlock'], New => { To => 'someone1(a)xyz.com, someone2(a)abc.com, someone3(a)dfg.com', }, }, Best regards, Huu Hien

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Bad for OTRS community? - was: Re: OTRS::CiCS for OTRS 2.4.x
by Frank Tailor 13 Dec '09

13 Dec '09

Hi Torsten, I don't know how feel about your posting. I really like open source software and the was how it grows and how a community is working on it. But your posting and your OTRS::CiCs seems to brake the idea of a open source community. I did some research on bugs.otrs.org and I was thinking why you do _not_ contribute your ideas and changes as patches as everyone else is doing it? The reason why you should do this this way is to improve OTRS it self. This is the life cycle how an open source projects works. It seems that you do modifications to OTRS and just sell it as your own (which is really _not_ the intention of open source). So can you clarify why you do not contribute your modifications to the OTRS project? Feedback would be really welcome! Frank --- happy OTRS user since 2003 --- On Sat, Dec 12, 2009 at 9:03 PM, Sarper SARIDAL <sarper.saridal(a)gmail.com>wrote: > This is a great development.. > > I have one question.. > > I have a localized version ? > > Did anyone installed this package and had any issues ? > > Regards, > > Sarper > > On Sat, Dec 12, 2009 at 12:46 PM, Torsten Thau <Torsten.Thau(a)cape-it.de>wrote: > >> -----BEGIN PGP SIGNED MESSAGE----- >> Hash: SHA1 >> >> Hi list, >> >> after a long waiting time an some (IE-specific) bugfixes, >> OTRS::CiCS(::ITSM) is finally available for download for OTRS 2.4.x: >> >> http://www.cape-it.de (section "downloads") >> >> You may have a look at our demo system (http://demo-otrs.cape-it.de/) to >> get an idea of the following feature/improvement list: >> >> >> #----------------------------------------------------------------------- >> - - improved layout for customer ticket overview >> >> - - improved layout handle for linked objects in simple view >> >> - - improved handle for building TicketFreeTime-fields >> >> - - added auto complete function in AgentCustomerHistory >> >> - - added further configurable search fields in AgentCustomerHistory >> >> - - added features in AgentTicketBulk (e.g. type, queue default selection) >> >> - - addded navigation bar in AgentTicketCompose, -Forward, -Bounce >> >> - - added CustomerTab to AgentTicketCompose, -Forward, -Move >> >> - - added ACL-support for ticket type selections in AgentTicketEmail, >> AgentTicketPhone >> >> - - added default ticket type in AgentTicketEmail, AgentTicketPhone >> >> - - added sort option (by title) in several ticket views >> >> - - improved style of notify messages in the navbar section >> >> - - improved follow up-layout for CustomerTicketZoom >> >> - - OutOfOfficeSubstitute function in AgentPreferences >> >> - - position of ticket number in email subject is configurable >> >> - - renewed display of ticket search (better overview) >> >> - - renewed display of ticket zoom (configurable) >> >> - - renewed display of ticket overviews (mailbox, queueviews, etc.) >> >> - - renewed display of agent preferences >> >> - - improved display of customer ticket message >> >> - - changed layout for warning sites >> >> - - added script for simple management of queues, groups and roles based >> on CSV-file >> >> - - configurable customer message body as known from agent interface >> >> - - configurable TicketStateWorkflow (ACLs) - allows state workflows >> depending on ticket type starting with ticket creation >> >> - - DocumentLink integrated in OTRS-link structure (LinkObject 'Document') >> - DocumentLink offers some basic features known from DMS >> - users may change file names - links will not be lost >> - users may move files to other directories - links will not be lost >> - a more detailed permission concept (groups to directories) >> - does not require web-accessible document share anymore (but a >> mounted FS) >> >> #----------------------------------------------------------------------- >> >> >> regards, T. >> >> - -- >> Torsten Thau, Dipl. Inform. >> >

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cics - bugs, SQL - injections (security) and other problems
by Nyung Zu 13 Dec '09

13 Dec '09

I tried this extention on system but i now problems. Sorry for english. Need help! Otrs 2.4.5, ubuntu 7.04 1 - Not Event Based Notifications after installing this extentions event based notifications is not working anymore but before on Otrs 2.4.5 fine 2 - Memory Leak i use mod_perl, after 1 h httpd take over 260mb Otrs is geting slow 3 - count of all tickets in escalation view not colected to the real count of tickets i found hard coded IDs in module Kernel/System/Ticket/IndexAccelerator/RuntimeDB.pm line 91, my IDs in db is different # CiCS-capeIT my $ViewableState = $Param{ViewableState} || 0; if ( $ViewableState ) { @ViewableLockIDs = ('1','2','3') } # EO CiCS-capeIT if (@QueueIDs) { my $SQL = "SELECT count(*) FROM ticket st WHERE " . " st.ticket_state_id IN ( ${\(join ', ', @ViewableStateIDs)} ) AND " . " st.queue_id IN ("; 4 - agent group permissions get ignored and SQL injections (security) I found Kernel/Output/HTML/CustomerUserTicketCount.pm and us it. But it shown more tickets as i find in system with my agent. As i can see no agent permission check is in. Also security issues found, SQL injection possible - just add SQL to From line of every incoming email and it get executed. my $SQL = "SELECT count(*) " ."FROM ticket t " ."WHERE " . " LOWER(customer_id) = '" . lc( $Param{Data}->{UserCustomerID} ) . "' "; my $Count = 0; $Self->{DBObject}->Prepare( SQL => $SQL.$SQLExt ); while ( my @Row = $Self->{DBObject}->FetchrowArray() ) { $Count = $Row[0]; } 5 - count of all tickets are not collected to the real count of tickets In file Kernel/Modules/AgentTicketQueue.pm i found hard coded IDs again. # CiCS-capeIT # $Self->{ViewAll} = $Self->{ParamObject}->GetParam( Param => 'ViewAll' ) || 0; my %Preferences = $Self->{UserObject}->GetPreferences(UserID => $Self->{UserID}); $Self->{ViewAll} = $Self->{ParamObject}->GetParam( Param => 'ViewAll' ) || $Preferences{ViewAllTickets} || '0'; my @ViewableLockIDs = $Self->{LockObject}->LockViewableLock( Type => 'ID' ); if ( $Self->{ViewAll} ) { @ViewableLockIDs= qw(1 2 3); } $Self->{ViewableLockIDs} = \@ViewableLockIDs; # EO CiCS-capeIT 6 - broken signs in AgentTicketZoom i use GB2312 becaus of local email clients of clients, not utf8. But I see utf8 is hard coded in ticket zoom. before was working fine on Otrs 2.4.5 - maybe the problem is: use utf8; utf8::decode( $Param{ArticleContentFilterString} ); 7 - problems with GUI see pics 8 - 50% on translation is missing see pics 9 - many patched files i see also Kernel/System/Ticket.pm in package - so it seems if i install new Otrs no new patches of new patch release get applied (this is maybe reason on 1, see also http://bugs.otrs.org/show_bug.cgi?id=4257 which was already fixed on Otrs 2.4.5)

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Decision functionality for customer user
by Norbert Bede 12 Dec '09

12 Dec '09

Good evening, Could somebody tell me, how can I activate decision for customer user ? thanks, Norbert Bede

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