April 2009 - otrs - OTRS mailing lists

customer backend authentication
by Lakshan Fernando. 03 Apr '09

03 Apr '09

Hi, I want to authenticate agents via LDAP and customer's via LDAP and DB (back end). have some one done this if so please kindly send me the configuration i tried with the OTRS site examples but didn't work out Thanks you Lakshan

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Company tickets
by Lakshan Fernando. 03 Apr '09

03 Apr '09

Hi, I want to know how to enable Company Tickets feature to view from the customer login so each user can see all others users in the queue and the tickets. Thanks you Laksahn

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SMIME error: "Need Hash!"
by Christoph A. 02 Apr '09

02 Apr '09

Hi! I'm trying to setup an otrs installation with SMIME (emails to the otrs email adress will arrive in encrypted format), but until now I was not able to get a working setup. I'm using OTRS 2.3.4 with mod_perl on an Ubuntu 8.04. If there arrives an ecrypted ticket I see the following message in the error log: ERROR: OTRS-CGI-13 Perl: 5.8.8 OS: linux Time: Wed Mar 10 20:59:13 2009 Message: Need Hash! Traceback (5253): Module: Kernel::System::Crypt::SMIME::Decrypt (v1.24.2.5) Line: 193 Module: Kernel::Output::HTML::ArticleCheckSMIME::Check (v1.17) Line: 117 Module: Kernel::Modules::AgentTicketQueue::ShowTicket (v1.54) Line: 307 Module: Kernel::Modules::AgentTicketQueue::Run (v1.54) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 For reference here my checkModules output: ./otrs.checkModules o CGI............................ok (v3.15) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.601) o DBD::mysql.....................ok (v4.005) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.036) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.63) o Net::POP3......................ok (v2.28) o Net::POP3::SSLWrapper.......ok (v0.02) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.11) o Net::LDAP......................not installed! (not required / for directory authentication) o GD.............................ok (v2.35) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.68) o Compress::Zlib..............ok (v2.008) o XML::Parser....................ok (v2.34) I also imported the private and public part of the certificate (in the admin webinterface) + the root certificate (thawte). It seems to be the same problem as Leo had ~2 years ago: http://lists.otrs.org/pipermail/dev/2007-March/001516.html but he did not managed to get a working SMIME setup either. I was also looking in the bugzilla database and found this entry: http://bugs.otrs.org/show_bug.cgi?id=2452 I guess this fix was already merged upstream? Any help would be appreciated. thanks Christoph

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Auto Responses
by James Burk 02 Apr '09

02 Apr '09

I have a requirement to send an Auto Response when the ticket is resolved/ The default Types of Auto Responses do not include any resolution type Does anyone know how to add Auto Response Types? Best regards, Jim ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

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Priority notification
by Stefano Milziadi 02 Apr '09

02 Apr '09

Hi! Is it possible to modify the time of the notification for the maximum priority time reached? Thanks, -- Stefano Milziadi pepozzo(a)gmail.com

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maximum tickets that can be closed
by sumeet jain 01 Apr '09

01 Apr '09

hello, Is there any limit on maximum number of tickets that can be closed using bulk action ? What are the settings required in order to increase the maximum number ? I need this using front end... As of now I can only close a max of 28 Idont know why... Thanks in advance for any help.. Sumeet

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Escalation problem
by diego.giardinetto＠zephirworks.com 01 Apr '09

01 Apr '09

Hi all, I upgraded from otrs 2.1.x to 2.3.4 and i have this problem: queues have correctly escalation time setted (given from db) but the tickets view doesn't lock on escalated ticket only. I'm using ZZZAuto.pm and ZZZAAuto.pm from older otrs version. Thx, Diego Giardinetto ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Composing answers/notice includig attachements from Ticket
by Fürtbauer Wolfgang 01 Apr '09

01 Apr '09

Dear collegues! During composing an answer or notice, I'd like to attach files aready attached to the ticket. Is there another way than download and upload again? Best regards Wolfgang

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ITSM - general catalog - info or new feature
by Marco Vannini 01 Apr '09

01 Apr '09

Hi all, I'm starting to adopt GeneralCatalog module to maintain inventory here. After a while of input (we still have to insert other 350 host and 160 software with anything related as such as administrative console and similar items) I've tried to browse the feature of it. IMHO there should be the possibility to have some filter in visualization (I know the answer: search, but it would be better a prefilter) and the sort oder capability on that same list (at least on "name") The list example is as an attachment at the present. The prefilter could be configurable or fixed, in my case on deployment state would separates 100 host from other 200 and then, a sorting based on the column name would let me put in evidence that in that list there could be some duplicate entry (or a method to not insert duplicates during the creation of them) BTW, it is the final and the only usable method to maintain such a kind of thing. I cannot thanks otrs developers for every modules I start using... take a single big thank you ! Bye. MV

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