May 2009 - otrs - OTRS mailing lists

search: csv export
by sander vink 19 May '09

19 May '09

Hi all, I like to add the "Solution" and "closing time" to csv export in the search section? I'm using Fedora 9, with OTRS 2.3.4 (ITSM 1.2.3). So is it possible to add it to csv export? I looked at de AdminSysConfig -> Ticket::Frontend::AgentTicketSearch###SearchCSVData But I don't know which text fields i can add(which name)? I think "csvsearch" searches only in the table "ticket" from the otrs database, maybe it is possible to add a table to the search function thanks all! Kind regards, Sander The netherlands

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Multiple Email, 1 customer user
by Tim Bos 19 May '09

19 May '09

Is it possible to have multiple email addresses for 1 customer user. We have some customers that use multiple email addresses, and I don't want to have to give them multiple logins. I found an article from 2 years ago with the same request, but there was no answer. Thanks.

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Noob - customising Customer User fields
by Marius Schrecker 19 May '09

19 May '09

Hello Everyone, As I'm a noob to otrs, I hope you don't mind this very basic question. I'm wanting to add some phone fileds to the Customer User panel, as per the first steps documentation. I've added three fields to the database table for Cellphone, Direct, and switchboard, and am looking at the "CustomerUser stuff" section of Defauls.pm, which is quite long. I want to keep my Config.pm as simple and short as possible, so the question is: To make ANY changes in a given section, does the WHOLE section need to be present in Config.pm, or do ONLY the lines which differ from the default setup need to be there (for me just the Map array)? Thanks for your answer :-) Cheers! Marius

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Autoresponse with attachment?
by Tim Bos 19 May '09

19 May '09

Is there any way to include the attachment when the New Ticket Notification is sent? We are using the system for Change Requests at the moment, and when our users create a change request, they have to fill out a Word Doc and email to CR at xyz.com. When OTRS receives the request, we need it to post it (including the attachment) out to the approvers. After the approvers receive, they just reply to the email with APPROVE or DENY. It's a simple process, and it all works... except the inclusion of the attachment. Without that, it's pointless. Thanks.

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how to send username & password to new customer user in auto response?
by Amanpreet Singh 19 May '09

19 May '09

hi, i am using new to otrs, using otrs2.2.7 on a debian machine how should i send username & password to a new customer user (not a customer yet, in DB) via auto-response, when he open a new TT on our support system. plz suggest, thanks -- regards: Amanpreet Singh

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otrs 2.4 beta 1 - Agent LDAP Autorization
by PIOTR SZCZEPANEK 18 May '09

18 May '09

I'm setting OTRS 2.4 beta 1. The part response for the Agent Auth in Config.pm was coppied from working fine otrs 2.3.4 - so it should be proper. But when Agent is trying to log in there is error message: "Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid." at the same time the Customer Auth works fine (LDAP Sync). Is it the problem because the beta version? below the part of Config.pm # LDAP Agent Auth $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '10.1.1.1'; $Self->{'AuthModule::LDAP::BaseDN'} = 'o=srv-test.pl,o=srv-test'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=Groups,o=srv-test.pl,o=srv-test'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'uniqueMember'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'uid=otrs, ou=people, o=srv-test.pl,o=srv-test'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'otrs'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; peter

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ticket# search in menu bar
by Frans Stekelenburg 18 May '09

18 May '09

Hi, It would be handy to have in a corner in the menu back a field to type in a ticket #, to jump quickly to it. Has anyone made such a feature/customization? gr, Frans

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apache2 failed to restart after kernel updates !!
by Amanpreet Singh 18 May '09

18 May '09

i am using otrs 2.2.7 on a debian machine after the updates, ../otrs/index.pl & customer.pl is not opening the apache2 logs showing the error message, [Mon May 18 13:31:00 2009] [error] Can't load Perl file: /usr/share/otrs/scripts/apache2-perl-startup.pl for server eurus.eurus.net:0, exiting... [Mon May 18 13:31:01 2009] [error] Subroutine load redefined at /usr/lib/perl5/Apache2/XSLoader.pm line 29.\nCompilation failed in require at /usr/lib/perl5/Apache2/Response.pm line 24.\nBEGIN failed--compilation aborted at /usr/lib/perl5/Apache2/Response.pm line 24.\nCompilation failed in require at /usr/share/perl/5.10/CGI.pm line 189.\nCompilation failed in require at /usr/share/otrs/scripts/apache2-perl-startup.pl line 18.\nBEGIN failed--compilation aborted at /usr/share/otrs/scripts/apache2-perl-startup.pl line 18.\nCompilation failed in require at (eval 2) line 1.\n i think the apache2 is updated which does not allow the perl file to work. help is appreciated. -- regards: Amanpreet Singh

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need freetext on module Frontend::Customer::Ticket::ViewZoom
by Jeffery Chen Fan 18 May '09

18 May '09

Dear all, we close ticket in this fashion. 1, agent recovered the incident, answer the ticket and update the ticket state to pending for auto close. 2, customer in ViewZoom action set freetext to the value of satisfaction 3, customer update ticket and set ticket state to close. need freetext on module Frontend::Customer::Ticket::ViewZoom, how to do this ? i want to let customer to feedback the satisfaction for every ticket. -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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Fetch password from database !
by Amanpreet Singh 16 May '09

16 May '09

hi, i am new to otrs, using otrs 2.2 on debian system, i have set the following parameter in the auto response (to send the username & password to customer), Login: <OTRS_CUSTOMER_DATA_UserLogin> Password: <OTRS_CUSTOMER_DATA_UserPassword> It is passing the UserLogin correctly, but not UserPassword. means passing the wrong password as, Password: goKW7Vf/VqbmM, as adding first two chars of username i think it is in encoded form or a garbage value. plz help thanks. -- regards: Amanpreet Singh

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