December 2009 - otrs - OTRS mailing lists

How to make agents see only some queues (my queues) ?
by Dejan Miklavcic 22 Dec '09

22 Dec '09

Hi, I created several queues, and several agents. All queues are in "users" group. I assigned every agent to exactly one queue. But when they log in, all of them can see all queues. How can I make them see (and edit) only queues they belong to (queue that appears in My Queues) ? thanks, Dejan

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2009-12-23: ((otrs)) to be listed at the stock exchange on Dec 23, 2009
by Marco Vannini 22 Dec '09

22 Dec '09

all the best wishes !! mv

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OTRS version For Windows OS
by Sourabh Sarwate 22 Dec '09

22 Dec '09

Hi I Just want to know which is a suitable and compatible version of OTRS for windows xp or windows server 2003 -- Regards, Sourabh Sarwate Mobile No : +91-9948894587

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otrs-2.4.5 is already installed... *** Error code 1
by Zach Boettner 22 Dec '09

22 Dec '09

Can anyone tell me why I am getting the following error and how to resolve it? I'm trying to install OTRS from the ports in FreeBSD 8. I get the following error. How can I get past this? I am fairly new to FreeBSD and installation of OTRS. I am getting this same error when trying to install Request Tracker. I am installing both to do a comparison before I choose which to go with. Notice, when taking advice of the first error I get a second error, "otrs-2.4.5 has a different PREFIX: , skipping". Where do I go from here? Thanks for any help! ========================================= .. ===> otrs-2.4.5 depends on executable: gpg - found ===> otrs-2.4.5 depends on file: /usr/local/bin/perl5.8.9 - found ===> otrs-2.4.5 depends on shared library: mysqlclient.15 - found ===> Generating temporary packing list ===> Checking if devel/otrs already installed ===> otrs-2.4.5 is already installed You may wish to ``make deinstall'' and install this port again by ``make reinstall'' to upgrade it properly. If you really wish to overwrite the old port of devel/otrs without deleting it first, set the variable "FORCE_PKG_REGISTER" in your environment or the "make install" command line. *** Error code 1 Stop in /usr/ports/devel/otrs. *** Error code 1 Stop in /usr/ports/devel/otrs. freebsd8# make deinstall ===> Deinstalling for devel/otrs ===> otrs-2.4.5 has a different PREFIX: , skipping freebsd8# freebsd8# make deinstall ===> Deinstalling for devel/otrs ===> otrs-2.4.5 has a different PREFIX: , skipping freebsd8# freebsd8#

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otrs ldap
by Андрей С. Макаренко 22 Dec '09

22 Dec '09

Hi, all. I have set up OTRS with LDAP authentication, but LDAP auth not work. I cannot understand why LDAP auth not work. I create in MS AD User and group, user otrs I give rights Windows Authorization Access Group. I have error in /var/log/user.log Dec 22 16:05:19 asterisk OTRS-CGI-10[12842]: [Error][Kernel::System::CustomerAuth::LDAP::Auth][Line:189]: Search failed! Bad filter It's my file ZZZAuto.pm cat /usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm $Self->{'SecureMode'} = 1; $Self->{'FQDN'} = '172.16.0.5'; $Self->{'AdminEmail'} = 'support(a)domain.ru'; $Self->{'Organization'} = 'Domain'; $Self->{'UserSyncLDAPMap'} = { 'UserEmail' => 'mail', 'UserFirstname' => 'givenName', 'UserLastname' => 'sn' }; $Self->{'UserSyncLDAPGroups'} = [ 'hd' ]; $Self->{'PreferencesGroups'}->{'SpellDict'} = { 'Prio' => '5000', 'Label' => 'Spelling Dictionary', 'PrefKey' => 'UserSpellDict', 'Module' => 'Kernel::Output::HTML::PreferencesGeneric', 'Desc' => 'Select your default spelling dictionary.', 'Data' => { 'russian' => 'Russian', 'english' => 'English' }, 'Colum' => 'Other Options', 'Activ' => '1' }; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '172.16.0.50'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=hd,ou=hd,dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,ou=hd,dc=domain,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'qwerty123'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(!objectclass=computer)'; $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.local'; $Self->{'Customer::AuthModule::LDAP::Params'} = { 'async' => '0', 'timeout' => '120', 'version' => '3', 'port' => '389' }; $Self->{'1'} = 1; Sorry, my english :) Andrew

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Defining agents - LDAP
by Dan Bar Dov 22 Dec '09

22 Dec '09

I have set up OTRS with LDAP authentication, and got it to work with users I define in OTRS. Is it possible to not define the users in OTRS at all, and let it use the LDAP for all other user information? - I checked, and no. To do that would mean that instead of querying the OTRS database for information about the user, OTRS would have to query LDAP. (once it got the user info, including UserNumber, it could save the user data in the local table). I cannot understand why do I need to define users that are already defined in LDAP. This is a common theme with most applications that have the concept of users. Dan

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mondays new test
by Michael Mitchell 22 Dec '09

22 Dec '09

Mondays test Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

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Webmail problem
by theod＠physics.auth.gr 22 Dec '09

22 Dec '09

Hi to all, I've been successfully using OTRS for about a month, and I recently installed the WebMail addon. All the available options are checked and properly configured (fingers crossed), but NO messages are displayed, although the total mail count is correct and I'm also able to send outgoing messages without problem (see also the attached screenshot). FYI, when searching emails, again the number returned is correct, but no mail is displayed. I'm using imaps and I've tried two different imap servers (one of them is imap.google.com) and I still encounter the same problem. Do you have any idea what may be wrong? Thanks in advance, Theodoros

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Re: [otrs] Doubt about some features
by Martignier, Philippe 22 Dec '09

22 Dec '09

Message: 2 Date: Mon, 21 Dec 2009 14:39:50 -0700 From: alexander(a)nautae.eti.br Subject: [otrs] Doubt about some features To: otrs(a)otrs.org Message-ID: <20091221143950.52536fjf5oseu6o8(a)www.nautae.eti.br> Content-Type: text/plain; charset=ISO-8859-1; DelSp="Yes"; format="flowed" Hi. Excuse my English. ==> no prob, I am from Switzerland :) I'm looking for some ticket features and I don't know if OTRS has some of that. 1. future tickets, I mean, an ticket that you know only can be solved in a certain future and probably will be another guy who will treat that. So, the ticket has to be scheduled in some way. ==> you can put your ticket in pending reminder mode (but no schedule, just a status put to pending) 2. a place where the tech people could put comments about the ticket (like a blog, regarding the ticket), in other words, I have a ticket and I've tried X actions that was useless, so the tech guy should be write down all he tried, so that way a level 2 tech can know everything that was happened and at what time. ==> this is the "internal note" feature 3. an descriptive area pointed to an specific Configuration Item, I mean, if there's something wrong with a server, it would a good idea track all the problems that already happened with that server and all comments that tech people have done. ==> you can track customer history but not about a specific problem. The only way I see is to use the search function with the needed words (like "server") or maybe to link tickets that are about the same problem ... So, I know I can search and read all the OTRS features trying to find those two or three, but I wasn't found anything more directly. Thanks for any help and sorry if it's too stupid questions. []s Alexander Brazil ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program. ------------------------------ Message: 3 Date: Mon, 21 Dec 2009 17:26:14 -0500 From: Michael Mitchell <mmitchell(a)6ave.com> Subject: [otrs] install io::socket::ssl To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <56A65AEF4DF70E4F9B7CF5934DFC959A2270720EBE(a)svr-exch2007-01.6ave.6ave.com> Content-Type: text/plain; charset="us-ascii" I found the file io::socket::ssl in cpan now how do I actually get it onto cpan on my server? Is there an executable file because if there Is I don't see one I had to use winzip to zip file any help would be great. Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

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Re: [otrs] no dictionnary in french (Marco Vannini)
by Martignier, Philippe 22 Dec '09

22 Dec '09

Already did it before your joke :) well done :) lol By the way, my IT collegue had to install the french in aspell and then we add a line in the sysconfig for French and that's it! -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 21. décembre 2009 16:41 To: otrs(a)otrs.org Subject: otrs Digest, Vol 15, Issue 89 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. Defining agents - LDAP (Dan Bar Dov) 2. Re: no dictionnary in french (Marco Vannini) 3. FreeText fields in Search: How to do 'greater then' search? (Axel Christ) ---------------------------------------------------------------------- Message: 1 Date: Mon, 21 Dec 2009 17:31:02 +0200 From: Dan Bar Dov <bardov(a)gmail.com> Subject: [otrs] Defining agents - LDAP To: otrs(a)otrs.org Message-ID: <d6944c490912210731w47205b63yf1c60aa515e638ea(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" I have set up OTRS with LDAP authentication, and got it to work with users I define in OTRS. Is it possible to not define the users in OTRS at all, and let it use the LDAP for all other user information? - I checked, and no. To do that would mean that instead of querying the OTRS database for information about the user, OTRS would have to query LDAP. (once it got the user info, including UserNumber, it could save the user data in the local table). I cannot understand why do I need to define users that are already defined in LDAP. This is a common theme with most applications that have the concept of users. Dan

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