April 2009 - otrs - OTRS mailing lists

customer notifications
by Tony Evans 06 Apr '09

06 Apr '09

How do I turn OFF all notifications to customer. When an Agent opens a ticket, I do not need to enter the customer user details. I do not want emails going to him. -- *Tony Evans* */Essential Enterprise Solutions Inc Tel 727 938 3374 Cell 727 480 7813 /*

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Which DB should I use? Mysql, PostgreSQL or Oracle?
by Ronaldo Richieri 06 Apr '09

06 Apr '09

Hi! I'm in a project where we are going to install an OTRS to a huge university here in Rio de Janeiro (Brazil). They are expecting about 5,000 tickets per day. I don't if this is a lot of information for a MySql installation, so I have this question: Is a MySql installation a good choose for us? Or should I consider another DB for this project? Why some people prefer to choose PostgreSQL or Oracle sometimes? Thanks!! Ronaldo Richieri Brazil +55 15 8818-2009

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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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PerlEx failed in Support Assessment‏
by sander vink 06 Apr '09

06 Apr '09

Hi all! When i click in Support Assessment in the Admin panel, it will do some checks. Below on the page i see that PerlEx is failed: Webserver Check Commentaar Status Check if PerlEx is used. You should use PerlEx to increase your performance. Failed any idea? Thanks all! With kind regards, Sander Vink

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settings for OTRS with mod_security
by support＠sjobeck.com 05 Apr '09

05 Apr '09

Hey, hi, all, Any one out there running mod_security on their LAMP box at the same time as OTRS. We very much want to but see that its default settings block a few OTRS actions (ie: uploads, attachments, etc, etc). Any one out there care to secure OTRS a lot better with the rest of the world. It would be a very very good thing. If you do, thanks very much for sharing your template with us. Cheers, Jason www.sjobeck.com

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Problem connecting customer users to the right queue
by Evert Goor 04 Apr '09

04 Apr '09

Hia all, I have a problem to place email wich I retrieve by a pop3 account into OTRS. I perfect receives and places them always in the RAW queue. I made also groups and connected customers -> groups -> queues . In the pop3 connector i used sorting per e-mail address. In what way I'm thinking wrong ? Looking forward to an happy answers. Grtz Evert Goor

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Involving externals with own Ticketsystem
by Fürtbauer Wolfgang 04 Apr '09

04 Apr '09

Dear all, We want to handle 3rd party companies doing services for us. Our needs are 1) separate communication from endcustomer 2) overview of all tickets handeled by 3rd party company 3) send full content of ticket including attachements to their ticket system 4) get back ticksystem # from 3rd party system My idea was: - use the "Split" function; this would solve 1) and 2) but not 3) - using a combination of "split", change "owner" and "forward" would solve 1), 2) and 3) but is very complicated in handling Does anybody have a good idead how to solve this. How does the rest of the world handle this process? Best Wolfgang

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Writing Module: current agent?
by cornelius 03 Apr '09

03 Apr '09

Hi there, I am writing a module for OTRS. Everything is fine so far. But in the middle of the night I got stuck and before going for sleep I am just wondering how to get the Name and Information of the currently logged in user or rather agent. Thanks a lot Cornelius -- Diese Nachricht wurde auf Viren und andere gefährliche Inhalte untersucht

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OTRS::ITSM: bug searching CI when linking tickets with CI's
by magicboiz 03 Apr '09

03 Apr '09

Hello everybody!! I'm testing OTRS::ITSM 1.2.3 and I found a problem in the Link window: when a I want to link a Ticket with a CI(computer ci's), in the case of having many CI, if you try to search your CI using the Name Box, you will have no success.... I think this is an ITSM issue, because demo.otrs.org doesn't have this problem. Does anybody face this problem before? Thanks in advance

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I can't access Admin Area
by juanf.lopez＠juntadeandalucia.es 03 Apr '09

03 Apr '09

Hello!! Sorry for my english I changed the name of group admin to 'administradores' and suddenly I can't acces the Admin Area with root because it appears I don't have permission. How can I resolve this problem? Thanks!!!

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