December 2009 - otrs - OTRS mailing lists

Customer Ticket creation & followup
by Yalu 20 Dec '09

20 Dec '09

Hi, I've set up my OTRS (2.4.4) install with my corporate AD as a customer LDAP backend (internal service desk). Whenever I (as a customer,via customer.pl) try to create a ticket, I get to choose between all queues created in the system. This is a problem, since I do not want the customer to be confronted with internal IT dispatch decisions. I've found a way to limit the available queues via the "CustomerGroupsAlwaysGroup"-option & ACL's, yet that poses another problem: When enabled, this prevents the customer to view existing tickets in other queues. What I would like to achieve is for a customer to be able (forced) to create tickets in one queue (eg. WebRequest) and For them to have access to all other queues to be able to continue to see their existing tickets and add notes. I suppose being able to link all customer to a role (with appropriate rights through groups) would enable this setup. Yet, I haven't found a way to make this work. Any help would be greatly appreciated, Yalu

1 0

ACL on Type for limit Queue ?
by Xavier VALLERIE 20 Dec '09

20 Dec '09

Hello, Perhaps someone can help me to some my problem. On the customer web interface, for a type selected i want limit only to somes queues. I try with ACL but nothing work, unable to match with criteria. Two syntax tested for Properties: Ticket => { Type => [my type], }, or Type => { Name => [my type], }, The same thing work to limit Services for a selected Queue. Thanks for your help Xavier

2 1

PostmasterFollowUpSearchInReferences with other then Ticket ID
by Norbert Bede 20 Dec '09

20 Dec '09

hi, How can I use PostmasterFollowUpSearchInReferences with other information then Ticket ID ? Use Case: We want to use monitoring system (zenoss) to create incident tickets in OTRS and then close this ticket automatically with email coming from monitoring system - if service is up - and incident will closed. In the first step we are processing incomming email with procmail write Event ID from monitoring system to the reference field. Second step: After this otrs waiting for the email with the same reference - Event ID - based on we want dont create new ticket, but attach closure email to the first email as article (based on reference field - event ID) and set first ticket closed (based on body "state: clear" phrase). I dont understand exactly how can I achieve the last step. Is it possibe this setup in the postmaster gui ? norbert p.s. we have the next command in the config.pm: $Self->{'PostmasterFollowUpSearchInReferences'} = '1';

2 1

PostmasterFollowUpSearchInReferences with other then Ticket ID
by Norbert Bede 19 Dec '09

19 Dec '09

hi, How can I use PostmasterFollowUpSearchInReferences with other information then Ticket ID ? Use Case: We want to use monitoring system (zenoss) to create incident tickets in OTRS and then close this ticket automatically with email coming from monitoring system - if service is up - and incident will closed. In the first step we are processing incomming email with procmail write Event ID from monitoring system to the reference field. Second step: After this otrs waiting for the email with the same reference - Event ID - based on we want dont create new ticket, but attach closure email to the first email as article (based on reference field - event ID) and set first ticket closed (based on body "state: clear" phrase). I dont understand exactly how can I achieve the last step. Is it possibe this setup in the postmaster gui ? norbert p.s. we have the next command in the config.pm: $Self->{'PostmasterFollowUpSearchInReferences'} = '1';

1 0

Read Only Agent not working as desired
by Amit Sharma 19 Dec '09

19 Dec '09

Hi I created an agent ABCD. I want to give it Read-Only rights to certain queues (so that agent is just able to view the tickets and not able to answer, move to other queue, etc.). When i check RO, agent does not see any tickets. I have to give him RW rights before he can see any tickets. But RW defeats the very purpose as the agent is able to answers tickets, move to other queses etc. Please help. regards, Amit Sharma India OTRS 2.4.2 (Linux Version) The INTERNET now has a personality. YOURS! See your Yahoo! Homepage. http://in.yahoo.com/

2 2

I'm installing OTRS 2.4.5 on a server and my database (MySQL) on another server. The two servers are OpenSuse 11.2.
by Rodrigo Correa 19 Dec '09

19 Dec '09

Hello, I'm installing OTRS 2.4.5 on a server and my database (MySQL) on another server. The two servers are OpenSuse 11.2. In the first installation steps of the Screen, "Create Database (2 / 4)" I specify what the server database, but errors occur when progress in the "Message: Can not connect to database, read comment!. How do I configure my server to do this? Thanks, Rodrigo _________________________________________________________________ Windows 7: agora com conexões automáticas de rede. Conheça. http://www.microsoft.com/brasil/windows7/default.html?WT.mc_id=1539

3 2

Sysconfig : Destqueue only valid for queues but not for subqueues
by Martignier, Philippe 18 Dec '09

18 Dec '09

Hello there, I try to use the spam function on the ticket (search for 460 and 470 in sysconfig). The destqueue is valid only for queue at first level I want to move the spam to a sub queue and it doesn't work. Is there a destsubqueue function? Thanks Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

1 0

what command do I type for perl modules
by Michael Mitchell 18 Dec '09

18 Dec '09

I need to check to see if I have the correct perl modules loaded I'm trying to execute the script otrs.checkmodules from the command line now I go into this directory c:\program files\otrs\otrs\bin what command do I type after this to see if the correct modules are loaded I'm doing this off of our helpdesk server which is a windows server 2003 environment . Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

2 1

Bug with the lock function with OTRS 2.4.4.
by Martignier, Philippe 18 Dec '09

18 Dec '09

Hello, I have found that even if you changed the requiredlock param in the sysconfig, the lock is made when you change the owner. It is the second bug I found about the lock function. a) bulk action : always lock the tickets, no requiredlock param available in the sysconfig b) changing of owner : always lock the ticket even if you change the requiredlock in the sysconfig Any feedback welcome as we are now in production and it is very annoying for the users Many thanks Greetings Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

1 0

loggin out from a "login as"
by Marco Vannini 18 Dec '09

18 Dec '09

Hi all, to exit from a "login as" situation you have just to logout and relogin again or there is a "soft" exit ? Ciao. MV

1 0