March 2009 - otrs - OTRS mailing lists

ITSM - How to assign different type options for each clients
by Camilo Vieira 08 Apr '09

08 Apr '09

Hi, Does anyone know whether it is possible to create different templates of "type" in admin interface to assign for each clients? I intend to configure only "Incident" and "Service Request" for the customer and configure "Incident", "Service Request" and "Problem" for the help desk analysts. Help me! Camilo Vieira * Coordenador de Infra-estrutura de redes Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3055-2001

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Company Tickets or other method of viewing another customer's tickets
by Matthew Coulson 06 Apr '09

06 Apr '09

I've got an installation of OTRS 2.3.4 (with ITSM 1.2.3 integrated). I've successfully integrated everything perfectly with our Active Directory structure - both agents and customers can login (only to their respective front ends) and operate correctly authenticated with AD. The one remaining issue is to get Company Tickets working, or some other method of allowing customers to view each others tickets. If I'm reading correctly, UserCustomerIDs should contain a list of multiple UserCustomerID. When the UserCustomerID for the customer is present in the UserCustomerIDs of a ticket the customer should be able to see the ticket, even when they aren't the submitter of the ticket. Am I correct? If so, unfortunately we want *every* customer to be able to see every other customers tickets in certain queues. UserCustomerIDs (and the respective entries in AD) would be a ridiculous size! Instead, I've looked at Customer Groups, which (again if I'm reading correctly) should do what we want. It's set up, queues are assigned certain groups, the customer users are defaulted into these groups, but they cannot see other customers tickets. Does anyone have any suggestions? I'm utterly stumped. Thanks Matthew Note: I've pasted Config.pm below for anyone else to take advantage of - it's taken me a while to get OTRS fully happy with AD. ### CUSTOM SETTINGS START ## OPTIONS START # Show lost password feature $Self->{LostPassword} = 1; # Show MOTD - Kernel/Output/HTML/Standard/Motd.dtl on login screen $Self->{ShowMotd} = 0; # Show customer info on Compose (Phone and Email), Zoom and Queue view) $Self->{ShowCustomerInfoCompose} = 1; $Self->{ShowCustomerInfoZoom} = 1; $Self->{ShowCustomerInfoQueue} = 0; # Show Owner Info # $Self->{PhoneViewOwnerSelection} = 1; # SendmailModule $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'xxxxxxxx.co.uk'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = ''; ## OPTIIONS END ## AGENT AUTHENTICATION START # Authenticate agent with Active Directory $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'xxxx.xxxxxxxx.co.uk'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=xxxxxxxx,dc=co,dc=uk'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the agent is in correct group $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS Users,ou=Local Groups,dc=xxxxxxxx,dc=co,dc=uk'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # User to perform search with - required if anonymous LDAP searches aren't allowed $Self->{'AuthModule::LDAP::SearchUserDN'} = 'xxxxxxxx(a)xxxxxxxx.co.uk'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; # Die if backend can't work, e. g. can't connect to server. $Self->{'AuthModule::LDAP::Die'} = 1; # Map of fields in Active Directory to OTRS $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # If Active Directory user has not logged in before, add them to the following user groups in OTRS $Self->{UserSyncLDAPGroups} = [ 'users', ]; # Database table and columns where user details are stored $Self->{DatabaseUserTable} = 'users'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; ## AGENT AUTHENTICATION END ## CUSTOMER AUTHENTICATION START # Authenticate customer with Active Directory $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'xxxx.xxxxxxxx.co.uk'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=xxxxxxxx, dc=co, dc=uk'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # User to perform search with - required if anonymous LDAP searches aren't allowed $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'xxxxxxxx(a)xxxxxxxx.co.uk'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxx'; ## CUSTOMER AUTHENTICATION END ## CUSTOMER DETAILS START # Get customer information from Active Directory $Self->{CustomerUser} = { Name => 'Active Directory', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'xxxx.xxxxxxxx.co.uk', BaseDN => 'dc=xxxxxxxx, dc=co, dc=uk', SSCOPE => 'sub', AlwaysFilter => '(mail=*)', UserDN => 'xxxxxxxx(a)xxxxxxxx.co.uk', UserPw => 'xxxxxxxx', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # Hide customers tickets in CompanyTickets view CustomerUserExcludePrimaryCustomerID => 1, # Is admin allowed to change customer preferences AdminSetPreferences => 0, 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' ], ], }; ## CUSTOMER DETAILS END ### CUSTOM SETTINGS END

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FAQ articles not showing
by Craig Meirick 31 Mar '09

31 Mar '09

OTRS 2.3.3 FAQ 1.5.4 After upgrading from OTRS 2.2.3 and installing the latest FAQ module, I now cannot see my FAQ articles in the customer or public interface. Everything else is working fine but no articles on customer or public. TIA >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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Configure IIS for OTRS‏
by sander vink 31 Mar '09

31 Mar '09

Hi OTRS.org My question is, how to configure iis on windows server 2003? I have a Windows Server 2003. I installed IIS, Mysql, PHP. Some serveral website running on that server. So i can't make any mistake. I would like to implement otrs on a existing website in a new folder. sample: www.website.com/otrs So how to configure iis? Thanks for your reply! With kind regards, Sander Vink The Netherland

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AgentTicketEscalationView showing tickets with positiv escalation time?
by Fürtbauer Wolfgang 31 Mar '09

31 Mar '09

Dear all, shouldn't this view show only tickets with violated escaltion time (eg < 0)? How can I get rid of tickets without violation in this view? Best Wolfgang

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Re: [otrs] FAQ module - public FAQ not showing articles
by Craig Meirick 30 Mar '09

30 Mar '09

Okay, I managed to get the Top Ten Articles title to show up in my custom theme. I found a bunch of files that had not been updated in my current theme when I did the upgrade from 2.2 to 2.3 which makes perfect sense. I just copied the odd ones from /opt/otrs/Kernel/Output/HTML/Standard to my custom theme directory. Now I am just trying to figure out why my FAQ articles do show up in the Agent frontend but do not show in the Customer or Public frontends. Everything else is there - Categories and Subcategories - but no articles or last created, last changed, or Top Ten. Any help please? I have noticed an interesting clue to my situation. When I change the theme in my preferences to the one I created, the FAQ Agent view changes from showing the top 10 articles down the right hand side in the Standard view to not showing the top 10 articles in my custom view---everything else shows up the same. I am still leaning towards this as being a permissions issue, I just don't know where to begin look in /opt/otrs. If anybody has seen this or would have a reasonable tip on where to begin I would be very greatful. Thank you. > After the upgrade to 2.3.3 from 2.2.3, the FAQ is working great with one exception. The > Customer page is showing all the categories I have but none with any articles. The Public > page is showing 6 of the 10 categories with none of the articles. > > Agent interface is working well. > > When using 2.2.3 I was having some issues seeing all the public FAQ articles, some > categories showed all the public articles and some categories only showed some of the > public articles that were designated public. Now I have no articles showing on the public > frontend when most of them are designated "public state". > > I have the permissions configured per the instructions in the Admin interface. > > Does anyone have any advice as to where to look to make an adjustment to make these > articles show up? I suspect it is maybe a permissions issue within the files? Anyone know > where to look? > > > Thanks > > > > > > >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> > Craig Meirick, Help Desk/PC Support > Northeast Iowa Community College > <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/

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Re: [otrs] looking for help to update from OTRS 1.3.2 to 2.3.4
by Operacion Control 30 Mar '09

30 Mar '09

Hi Marc This is Carlos from México I did migrate several OTRS as you need Let me know the customization you have/need and operating system you have. At México I apply a fee of 200 usd for fresh installation and 300 usd for migrations. This fee are cheaper than Europe/Usa fees. If your are interested please write to carlosgo(a)behelper.com Best regards, Carlos --- On Thu, 3/26/09, Mercator GmbH <info(a)mercator.net> wrote: From: Mercator GmbH <info(a)mercator.net> Subject: [otrs] looking for help to update from OTRS 1.3.2 to 2.3.4 To: otrs(a)otrs.org Date: Thursday, March 26, 2009, 10:21 AM Hello, I am looking for someone who could help me to upgrade from my rather old OTRS 1.3.2. to the newest version (2.3.4), keeping all my customization working. Of course I will pay for this. But please, only freelancers who don't charge like a professional service, because I couldn't afford this. Please respond to info(a)mercator.net thanks, marc --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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How to get a monthly report of tickets like this
by Luca Maranzano 30 Mar '09

30 Mar '09

Hi all, we are using OTRS 2.3.4 and we are very happy with it! We are in the need to generate a report with the following data: - For all the ticket of the last month in a particular Queue: - date and time of creation time - subject of the ticket - date and time of closing time - operator who worked on the ticket - (if possible) time elapsed between open and close time We have tryed the Stat module but without success. Is it possibile or is it necessary to query directly the Database? Thank you in advance. Kind regards, Luca

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FAQ module - public FAQ not showing articles
by Craig Meirick 30 Mar '09

30 Mar '09

After the upgrade to 2.3.3 from 2.2.3, the FAQ is working great with one exception. The Customer page is showing all the categories I have but none with any articles. The Public page is showing 6 of the 10 categories with none of the articles. Agent interface is working well. When using 2.2.3 I was having some issues seeing all the public FAQ articles, some categories showed all the public articles and some categories only showed some of the public articles that were designated public. Now I have no articles showing on the public frontend when most of them are designated "public state". I have the permissions configured per the instructions in the Admin interface. Does anyone have any advice as to where to look to make an adjustment to make these articles show up? I suspect it is maybe a permissions issue within the files? Anyone know where to look? Thanks >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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Re: [otrs] my SMTP Authentication
by Frans Stekelenburg 30 Mar '09

30 Mar '09

I think you need to check as admin, in SysConfig: Framework -> Core::Sendmail frans From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bhushan Badgujar Sent: maandag 30 maart 2009 12:02 To: otrs(a)otrs.org Subject: [otrs] my SMTP Authentication HI Team, I am configure a otrs 2.3 ver. & I am used out hosting mail service, How to configure my smtp authentication in otrs Regard DISCLAIMER: This message contains privileged and confidential information and is intended only for an individual named. If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. The sender, therefore, does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version.

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