December 2009 - otrs - OTRS mailing lists

[OTRS] Service and Types..
by Sarper SARIDAL 02 Dec '09

02 Dec '09

I'm using OTRS with ITSM.. I want to do something like this if it's possible. When creating a ticket... 1. Select the type : *New Ticket* 2. Select the queue : ITQUEUE 3. Select the service related with new ticket for example *PC Problem.* The question comes i want *New Ticket <--> Pc Problem* bound together. So if i create a new type : *New Change Request* Select the queue : ITQUEUE Service is : *SAP Change Request* New *Change Request <--> SAP Change Request* ** *Sounds odd but i want to define which services are associated with which types.* *So when that type is selected only associated services are displayed and others are not.* ** *Thanks & Regards,* ** *Sarper*

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SLA isn't set automatically ?
by Alexander Halle 02 Dec '09

02 Dec '09

Hi, could somebody please give me a hint how the agents should set the SLA field when creating tickets ? I would have expected that the SLA is automatically set based on the choosen customer and the choosen service. How do the agents know what service level a customer has bought for his service ? Any help would be much appreciated. Thanks in advance. Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

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OTRS and LPAD
by Junell Neal 02 Dec '09

02 Dec '09

Hi, I have been stalking this list for the past month or so as I got my OTRS up and going. So far everything is beautiful, but there are a few things I would like to do and I just haven't been able to figure them out. I was hoping someone here can help me out. I am running OTRS 2.4.5 on a CentOS 5.4 VMWare machine. It is currently authenticating using LPAD that is housed on another server. Everything works fine, I can log in to both the user and customer pages. >From here I would like to set up security groups to stop everyone in the company from having access to put in and resolve tickets. The users that will be included in these groups are located in multiple organizational units. I can't figure out how to program this in. I have tried to use the groupDN module and such with no avail. I would also like to set everything up so that when a user logs into the index.pl page for the first time they are automatically given rw status for all areas. I have tried multiple ways of doing this as well. Does anyone have any ideas to help me address these concerns? Below is my current Config.pm minus the permission attempts - I got mad at deleted those. Thank you, Junell #Enable LDAP authentication for Admin $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '<ip>'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=<company>,DC=<company>,DC=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS,CN=Users,DC=<company>,DC=<company>,DC=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'Secret1'; $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'ip'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'DC=<company>,DC=<company>,DC=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=OTRS,CN=Users,DC=<company>,DC=u<company>,DC=com'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'Secret1'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'userPrincipalName', }; #Customer (customer.pl) authentication $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '<ip>'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=plusone,DC=us,DC=com'; # $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=ORTS Users,CN=Users,DC=<company>,DC=<company>,DC=com'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS,CN=Users,DC=<company>,DC=<company>,DC=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Secret1'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '<ip>', BaseDN => 'DC=<company>,DC=<company>,DC=com', SSCOPE => 'sub', UserDN => 'CN=OTRS,CN=Users,DC=<company>,DC=<company>,DC=com', UserPw => 'Secret1', }, ## customer unique id CustomerKey => 'sAMAccountName', ## # customer # CustomerID => 'sAMAccountName', CustomerUserListFields => ['sAMAccountName', 'cn', 'userPrincipalName'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'userPrincipalName'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 1000, CustomerUserPostMasterSearchFields => ['userPrincipalName'], 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', 'userPrincipalName', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'userPrincipalName', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], };

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Appreciations & OTRS Auto Response
by benjamin anamoah 01 Dec '09

01 Dec '09

Dear Colleagues, I must first and foremost give gratitiude to some members of the forum who has helped me with their contributions on my Auto Response issue in OTRS; Olivier Sallou, Marco Vaninni, Michael Mayaka, Alexander Halle and especially Michiel Beijen for bringing to me the mistakes i have commited whiles finding solutons to my problems. There should be no excuses for not acting right towards the honourable members of the forum. But the little i can say is that, as i mostly inform the room that i'm new to the system i am thankful to all who has contributed to the issues i have had with the OTRS concerning the Auto Response and earlier issues on others aside auto response. Now back to the OTRS Auto Response issue again! I have tried all the suggestions and contributions by the forum and from my personal researches and readings as well but i must confess that it is still not working. I will be very grateful if a much detailed including maybe if possibles any changes in the system files as well so that the system can automatically send re-mails as soon as e-mails are sent from the OTRS Customer-interface back to the customer and give back information on the send mail. For example, "Mail recieved and will attend to you as soon as possible". Marco Vaninni asked me if i can send mail to all. I can only select a queue at a time and send mail to that queue from both sides only. Please I need help with much details from the scratch on the AUTO RESPONSE, thank you. Benjamin writes. --- On Thu, 11/12/09, otrs-request(a)otrs.org <otrs-request(a)otrs.org> wrote: From: otrs-request(a)otrs.org <otrs-request(a)otrs.org> Subject: otrs Digest, Vol 14, Issue 36 To: otrs(a)otrs.org Date: Thursday, November 12, 2009, 2:00 AM Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Help (Gabriel D?az) 2. Re: Help (LQ Marshall) 3. Personalizing Customer Interface and the OTRS Admin Handbook Not too clear to understand (benjamin anamoah) 4. Re: Remove Ticket ID from subject? (Nils Leideck - ITSM) 5. Re: Inserting company logo on OTRS (Stephen Hall) ---------------------------------------------------------------------- Message: 1 Date: Wed, 11 Nov 2009 19:17:59 +0100 From: Gabriel D?az <gaby0806(a)gmail.com> Subject: [otrs] Help To: otrs(a)otrs.org Message-ID: <929ddf700911111017l5875b38eq48f9e8544bfe4a21(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hello. I need help with the notification of OTRS. When I create a incident, the mail with the notifications, is not sent. In the log appear this problem: Nov 11 19:02:57 soporte postfix/pickup[3686]: BBDD64837B: uid=33 from=<> Nov 11 19:02:57 soporte postfix/cleanup[4471]: BBDD64837B: message-id=<1257962577.571619.97190515(a)soporte.dsigne> Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: from=<>, size=2094, nrcpt=1 (queue active) Nov 11 19:02:57 soporte postfix/smtp[4473]: warning: no MX host for signe.eshas a valid address record Nov 11 19:02:57 soporte postfix/smtp[4473]: BBDD64837B: to=<soporte(a)signe.es>, relay=none, delay=0.01, delays=0.01/0/0/0, dsn=5.4.4, status=bounced (Host or domain name not found. Name service error for name=zmail2.signe.estype=A: Host not found) Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: removed Someone can i help me. Please. Sorry but my english is not very good. Thanks

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email notifications for escalations
by Leonardo Certuche 01 Dec '09

01 Dec '09

Hi list, We've been configuring notifications for SLAs. This is what we've accomplished so far: - We activated web notification via SysConfig enabling Frontend::NotifyModule###4-Ticket::TicketNotify and Frontend::NotifyModule###5-Ticket::TicketEscalation at Ticket -> Frontend::Agent::ModuleNotify. Thanks to that now Agents can see "first response time is over", "update time is over" and "solution time is over" notifications on their web interface - We defined en::Agent::Escalation and en::Agent::EscalationNotifyBefore at AdminNotification and we also uncommented the 'send escalation notifications' job that comes in /opt/otrs/Kernel/Config/GenericAgent.pm which uses Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue. Thanks to that, now agents get those two e-mail notifications, one when the percentaje of time defined for the First Response Time is reached (en::Agent::EscalationNotifyBefore) and another one when the First Response Time itself is reached (en::Agent::Escalation) So by now Agents get web notifications when all times measured are reached (first response, update and solution) but only get e-mail notifications when the first response is reached. How can we configure e-mail notifications also when update and solution times are reached? Thanks for your help, Leonardo Certuche

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Premature end of script headers: installer.pl
by Evan Stern 01 Dec '09

01 Dec '09

Hey everyone, I've been installing OTRS. I got everything set up and now I'm trying to access the installer.pl page to set up the database and I'm getting an "error 500" msg. The web server's error log is reporting: Premature end of script headers: installer.pl So, here's some details: The perl version I'm running is 5.8.9 This is being installed on a remote Plesk server. Has anyone seen this before? Thanks --Evan.

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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

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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

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how to change queue colors
by Alessandro d'Ambrosio 01 Dec '09

01 Dec '09

Hi, I wolud like to change the color of my queues that a customer can choose in the customer user web interface in TO field. I have queues and subqueues. Customer users can write only in the subqueues their requests. They have no permissions in the parent queues that are shown in gray. I would like to change these (the gray ones) in a different color or in bold type. How can I do? Thank you Alessandro

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Ticket Zoom logging
by Brian Lang 01 Dec '09

01 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

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