December 2009 - otrs - OTRS mailing lists

Ticket Zoom logging
by Brian Lang 04 Dec '09

04 Dec '09

Is there a way to log in the History when Agents Zoom tickets? I need to track all views of a ticket. ====================================================== Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill blang(a)smgi.ca | Office: 604.538.1566 x2905 ====================================================== Please consider the environment before printing this e-mail

2 2

Ticket State and Notification Issue
by Maurício Ramos 04 Dec '09

04 Dec '09

Hello list, We use OTRS 2.3.4 for about one year and the software is just doing right! It meets easily our needs. But we realized a small detail and we are trying to solve it. The issue is: the notifications to agents and customers, when we add a new note, are triggered in different moments. Agent notifications are being sent before StateSet (Kernel::System::Ticket->StateSet) and Customer notifications after StateSet. The result is that in the email notification where we have a state tag "<OTRS_TICKET_State>", this tag is replaced with the new (and correct state) for the customer and the old (and wrong) for the agents (since the agents notifications are sent before StateSet). So, the same event triggers notifications with different status to each "actor" of the system (agents/customers). We realized this by putting some debug messages on some points of the code...So, when we add a new note, the flow is like: AgentTicketNote::Run: Ticket: - State: - Article: - ArticleType: - Notification: Article::ArticleCreate: Ticket: 127 - State: 4 - Article: 1431 - ArticleType: 10 - Notification: Article::SendAgentNotification: Ticket: 127 - State: 4 - Article: 1431 - ArticleType: 10 - Notification: AddNote Article::SendAgentNotification: Ticket: 127 - State: 4 - Article: 1431 - ArticleType: 10 - Notification: AddNote Ticket::StateSet: Ticket: 127 - State: 4 - Article: - ArticleType: 10 - Notification: Article::SendCustomerNotification: Ticket: 127 - State: 11 - Article: 1431 - ArticleType: 10 - Notification: StateUpdate Trying to workaround this issue, we commented out the notification sendings at Kernel::System::Article->ArticleCreate and moved them to an specific point at Kernel::Modules::AgentTicketNote->Run that is after the call to StateSet. The problem is that we are not being able to call SendAgentNotification from this module file even through the {TicketObject}. I understand that this method (SendAgentNotification) is owned by Kernel::System::Ticket::Article and we should have an {ArticleObject} to use but we don´t. Strange is that at Kernel::System::GenericAgent:: NotifyAgentGroupOfCustomQueue, for example, it calls that same method (call as "$Self->{TicketObject}->SendAgentNotification") and it does not have an ArticleObject also, just a TicketObject like at AgentTicketNote. Do anybody knows how to workaround this? Since Articles are part of a Ticket, is there a way from the TicketObject to retrieve all articles or a specific one, or a way to call SendAgentNotification? Thanks you all for the help and the great software. [cid:image001.gif@01CA74DD.C4AE1D60]<http://www.wedotechnologies.com/> Mauricio de Andrade Ramos - Consultant I Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108 0104 * Fax. + 55 48 2108 0129 mauricio.ramos(a)wedotechnologies.com www.wedotechnologies.com<http://www.wedotechnologies.com> Notice: The information in this e-mail and in any of its attachments is confidential and intended solely for the attention and use of the named addressee(s). If you are not the intended recipient, any disclosure, copying, distribution or retaining of this message or any part of it, without the prior written consent of WeDo Technologies, is prohibited and may be unlawful. If you received this in error, please contact the sender and delete the material from any computer.

1 0

integration inventory
by Mario Pellegrini 04 Dec '09

04 Dec '09

With automatic inventory program that integrates 2.4.5 OTRS: ITSM 1.3 to update the changes that occur in IT assets ?

3 2

How to use the [ Customer Company ] feature
by Stein Erik Berget 04 Dec '09

04 Dec '09

Hi! I'm on OTRS 2.4.3 but I don't seem to figure out how to put users into a 'company' that I have created under the '[ Customer Company ]' link on the '[ Admin-Area ]' page. If you need to change the 'CustomerID: *' on the '[Customer User Management ]' without a drop-down or anything else, then I don't see the point. What am I missing? Are there any config I need to enable to have this work? Are there any other information I need to give you to help me out here? Or do I have to do the DB thingy mentioned in the manual? It did not seem related to this issue as I see it... Hope you can help me here! -- Stein Erik

3 3

HelloWorld setup question
by patrick.dillon＠aleris.com 04 Dec '09

04 Dec '09

We are trying to make some external templates available from inside OTRS. (otrs v 2.3.4, linux sles10 sp2, mysql) Following the developer manual I have created the following files and have placed them in the appropriate folders: HelloWorld.xml HelloWorld.pm AgentHelloWorld.pm AgentHelloWord.dtl I've gone into SysConfig and now find a HelloWorld group in my SysConfig options (along with Tickets, Framework, etc) Under that group there is one item listed, AgentFrontEndRegistration. Inside that item the action performed is Action=AgentHelloWorld. This works as expected, and invokes a screen where we can select the html links to the outside templates. The links open, we can access the templates, and when we close the template the screen returns to otrs. That all works very well. I've also gone into SysConfig and added a second readonly group in CustomerFrontEnd::Module###CustomerTicketMessage that calls Action=AgentHelloWorld. This creates an icon in the customer interface as expected, but when I click on the icon I get the following error screen: Error: Module Kernel::Modules::AgentHelloWorld not registered in Kernel/Config.pm! Comment: Please contact your admin Bug Report: Tracebac ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Dec 2 k: 09:08:42 2009 Message: Module Kernel::Modules::AgentHelloWorld not registered in Kernel/Config.pm! Traceback (32187): Module: Kernel::System::Web::InterfaceCustomer::Run (v1.35) Line: 788 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_custome r_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.41) Line: 203 Module: ModPerl::RegistryCooker::run (v1.41) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.41) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I've gone through the developers manual and looked at all the possible settings in the Default.pm file and I don't find any instructions on how to 'register' this module. I apologize in advance, but if anyone has a solution that involves adding code to Config.pm, I'm going to need very detailed instructions. I don't have any training in perl and I'm trying to figure this out by following examples and using trial and error. Thanks very much for any help, Patrick Dillon Manager, IT Shared Services Aleris International Inc.

3 9

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. #####################################################################################

5 11

Using ACL
by Михаил Лукин 03 Dec '09

03 Dec '09

Hi, OTRS'ers I'm trying to use ACL in my clean OTRS installation (2.4.5, [ OTRS::ITSM 1.3.2 ]). I added this code to Config.pm: $Self->{TicketAcl}->{'ACL-Name-1'} = { > # match > properties > Properties => { > # current ticket match > properties > }, > # return possible options (white > list) > Possible => { > # possible ticket options (white > list) > Ticket => { > Queue => ['Junk'], > }, > }, > }; > Just for a test. This should allow me to create/move tickets only to Junk queue. Am I right? Anyway, AgentTicketPhone action and AgentTicketMove action allow me to choose any of 4 out-of-the-box queues (Raw, Junk, Mics and Postmaster). Please, what am I doing wrong? -- regards, Mikhail

1 0

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

Change ticket state via UI?
by Todd Backman 03 Dec '09

03 Dec '09

Is there a way to change the ticket state via the user interface? Initial state is new and I would like to be able to move a ticket into a queue and change it to open. Is this possible via the web interface? Thanks again for a great ticket system! - Todd

2 3