May 2009 - otrs - OTRS mailing lists

how to ask a new user to create a account in auto response?
by Amanpreet Singh 10 May '09

10 May '09

hi, i am new to otrs, using otrs 2.2 on a debian system my problem is, if a person (not a customer) open a ticket, auto response should ask him to create a new account on customer.pl (By passing the URL) & should not pass the Username & password to him/her as passing to the other Customers. how should i configure it. plz help -Aman

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Otrs vm
by Dan Letkeman 09 May '09

09 May '09

Does anyone know if there are any pre configered vm's available for download?

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How to configure Levels of support??
by Gustavo Azambuja 09 May '09

09 May '09

Hi, i want configure my OTRS with Queue by levels of support: now, i have this: --> Corporate Mail of my clients ---> Retail --> Partners and ohters... i need this: --> 2º level - Corporate ---> 3º level - Corporate Mail of my clients --> 1º LEVEL queue --> 2º level - Retail --> 3º level - Retail --> 2º level - Partners and ohters --> 3º level - Partners and ohters I can make this without use sub queue?? (for example, groups of agents for level) Thanks. -- Gustavo Azambuja - Linux User: 275813 http://www.twitter.com/gazambuja

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OTRS 2.3.2 - FAQ Registration Help
by Nathan Campbell 08 May '09

08 May '09

Please forgive the accidently sent posting - here is the entire thing: I am running 2.3.2 on W2K3 / IIS6 / MSSQL 2005. Have everything running nicely except for the FAQ module. Have installed it through the PackageManager, but there is no icon or link anywhere that I can find to navigate to the FAQ or actually start creating FAQ items. Also, if I manually go to the hook - http://respighi/otrs/index.pl?Action=FAQ - I receive this error: Error: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Comment: Please contact your admin Bug Report: Top of Form Bottom of Form Traceback: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: MSWin32 Time: Fri May 8 10:32:04 2009 Message: Module Kernel::Modules::FAQ not registered in Kernel/Config.pm! Traceback (3824): Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 689 Module: C:\OTRS\otrs\bin\cgi-bin\index.pl (v1.87) Line: 47 Have looked through mailing list archives and documentation but unsuccessful so far in find documentation to resolve this error. Thank you, Nathan Campbell Systems Administrator Dallas Symphony Orchestra

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OTRS 2.3.2 - FAQ Registration Help
by Nathan Campbell 08 May '09

08 May '09

Hi - I am running 2.3.2 on W2K3 / IIS6 / MSSQL 2005. Have everything running nicely except for the FAQ module. Have installed it through the PackageManager, but there is no icon or link anywhere that I can find to navigate to the FAQ or actually start creating FAQ items. Also, if I manually go to the hook - http://server/otrs/index.pl Nathan Campbell Systems Administrator Dallas Symphony Orchestra Morton H. Meyerson Symphony Center Schlegel Administrative Suites 2301 Flora Street Dallas, Texas 75201 214-871-4026 - phone 214-953-1218 - fax n.campbell(a)DalSym.com <mailto:n.campbell@DalSym.com> www.dallassymphony.com <http://www.dallassymphony.com> "To entertain, inspire and change lives through musical excellence" Click Here To Buy Tickets <http://dallassymphony.com/Buy_Tickets.aspx>

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Extra new notifications to be sent to agents
by Maurício Ramos 08 May '09

08 May '09

Hello, we are trying to send to the agents the same notifications sent to the customer in order to everybody be informed on what is going on regarding any ticket. Tried to use notification "Agent::AddNote" but it was not triggered. In agent user creation form there is no "Add note notification" combo box like there is "New ticket notification", "Follow up notification", "Ticket lock timeout notification" and "Move notification". The doubts are: 1) what is the event that triggers "Agent:AddNote" notification? 2) Is there a way to send to agents/customers any message (external only) exchanged between them through the system in email notifications? 3) How can we create new notification types that do not exist in the system? Thanks for the support. [cid:image001.gif@01C9CFCF.9E412860]<http://www.wedotechnologies.com/> Mauricio de Andrade Ramos - Consultant I Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108014 Cel. + 55 48 99814274 mauricio.ramos(a)wedotechnologies.com www.wedotechnologies.com<http://www.wedotechnologies.com>

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OTR LDAP
by Angelo Allegri 08 May '09

08 May '09

Good day, we are install OTR into windows 2003 Server and Active Directory Server. It's all ok but i can't authenticate my user with AD. I think that we can't syncronize to DB and AD. I've use every guide present in internet but he doesn't work Here my configuration : Please help me :-) # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'host'; $Self->{'AuthModule::LDAP::BaseDN'} ='dc=it,dc=a,dc=net'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; #$Self->{'AuthModule::LDAP::GroupDN'} = 'ou=IT-ITALY,ou=IT-USERS,dc=it,dc=m,dc=net'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=synchd,cn=Users,dc=it,dc=m,dc=net '; $Self->{'AuthModule::LDAP::SearchUserPw'} = ''; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify initial # user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'admin', ]; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) # $Self->{'AuthModule::LDAP::Params'} = { # port => 389, # timeout => 120, # async => 0, # version => 3, #};

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Query about FreeText in OTRS v1.3.1 and also Upgrading questions
by paul.mcilfatrick＠bt.com 08 May '09

08 May '09

We have been happily using OTRS 1.3.1 since 2005 and it has been working flawlessly ever since (I know v1.3.1 is very old but it just works!) . A feature we use is FreeText fields which we fill using a sql statement in a Perl script which is run when a ticket is automatically moved to a certain queue. With OTRS 1.3.1 we can have up 8 FreeText fields and when you zoom in on a ticket all these are displayed on the right of the window. However, when you click on the 'Free Text' option only 4 FreeText fields are presented for editing! I am sure this has been fixed in a later version of OTRS but is it something easily fixed in the present version by editing a file/files? This brings me to thinking about upgrading as our system is old but we only have our working system and we have no backup system that I test a upgrade on. Also, I have inherited the system so I do not know much about it. Question: >From reading the various documents it seems that the process of upgrading OTRS must be done in steps. Am I correct in that I cannot go from version 1.3.1 straight to the present version but must do it in steps. If I am correct what steps must be taken to get up to the current version of OTRS? Question: Reading the UPGRADING file that came with version 1.3.1, and is present in every subsequent release, one of its points says "Backup everything (database, Kernel/Config.pm, Kernel/Config/GenericAgent.pm, var/*)". I can backup the files and directories mentioned but is there any documentation of how to backup the MySQL database as I have little experience with it? Thanks Paul

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how to ask a new user to create a account in auto response?
by Amanpreet Singh 08 May '09

08 May '09

hi, i am new to otrs, using otrs 2.2 on a debian system my problem is, if a person (not a customer) open a ticket, auto response should ask him to create a new account on customer.pl (By passing the URL) & should not pass the Username & password to him/her as passing to the other Customers. how should we configure it. plz help -Aman

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Forwarding notes
by Markus Nagel 08 May '09

08 May '09

Hello all, is there a possibility to forward a note? When I look at a note, I only got a link to "print" the note, but none to forward it. Thanks in advance Markus Nagel

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