June 2009 - otrs - OTRS mailing lists

Everybody may close tickets
by Markus Hummel 04 Jun '09

04 Jun '09

Hi, It is usually permitted to only the owner of a ticket to close it or to change the priority. Our head of department needs a possibility of changing these things without becoming owner first. So there is a possibility of doing this? Is there a possibility of permitting every agent always to close tickets? Is there another temporary solution to avoid this problem? Many thanks for your help. Best regards, Markus

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Duplicate customer tickets
by Hiren Joshi 04 Jun '09

04 Jun '09

Hello all, Would it be possible to see how many open tickets a customer has while viewing a ticket? It would be useful for agents to know that a customer has opened (say) 2 more tickets by the time an agent gets to dealing with the first one. Many thanks, Josh.

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Postmaster Filter Issue
by tawanda＠broad-sat.com 04 Jun '09

04 Jun '09

Hi, I have set up a mail filter to ensure that mail matching specific Delivered-to and To headers is automatically moved to a specific queue by setting the X-OTRS-Queue header. However, this does not seem to work if I send mail to the OTRS system using a webmail client. The mail ends up in the Raw queue. With an Outlook-type client it works fine. What could be going wrong here? Regards, Tawanda

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OTRS and Active Directory
by Lakshan Fernando. 04 Jun '09

04 Jun '09

Hi, please can some one send me a working config; Auth Agents against AD and customers against with DB because all the customers need to have user account physical created on OTRS Thanks you Lakshan

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OTRS and Active Directory
by olivier.villegente＠sic.nc 04 Jun '09

04 Jun '09

Hi, I have recently install OTRS and I want connect it to my Active Directory. I have found an example in the docs but I don't see which file I need to edit, ... Can you help me ? Regards, _____________________ Olivier VILLEGENTE Administrateur système & réseau Société Immobilière de Nouvelle-Calédonie Tél : (687) 28.03.78 Fax : (687) 28.43.56 e-Mail : olivier.villegente(a)sic.nc

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Assigning tickets to a customer company
by Daniel Tangen - Trigcom AS 04 Jun '09

04 Jun '09

Hi, Is there any easier way to assign a ticket to a customer company? I now first have to go into the company tab and then search for a coompany. Then write down the company-id (our internal customer nr) and then go back to the ticket and enter in the customer-id. This also goes for creating phone tickets. I can search for the customer user but not customer-id?? Has anyone found a good solution for this? Thanks, Vennlig hilsen / Best regards Daniel Tangen IT Associate / Blackberry Technical Consultant Mob.: +47 48 40 00 14 dt(a)trigcom.no www.trigcom.no Trigcom AS Kronprinsesse Märthas plass 1 Po-box 1391 Vika N-0114 Oslo Norway ------------------------------- Sent from my BlackBerry® smartphone provided by Trigcom - www.trigcom.no

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Agent Authentication
by Katta, Lokesh Katta Subramanyam 03 Jun '09

03 Jun '09

Hi All, Is it possible to configure to fall back to database for authenticating agents when a user credentials is not present in the LDAP tree? In our organization we have a scenario where in some agents are contractors and their credentials will not be there on the LDAP tree. Thanks in advance Best Regards, Lokesh K S

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Emails via IMAP is fetched by server but never gets inserted to SQL(OTRS)
by Daniel Tangen - Trigcom AS 03 Jun '09

03 Jun '09

Hi, I have installed OTRS successfully and setup an IMAP account towards an Exchange 2003 server. This worked fine for a while but then stopped working. The IMAP service is running on the Exchange server. I've installed wireshark (network analyzer) to see that the email is fetched via IMAP protocol into the server when the cronw is running. I can see that it finds the new email, fetches it, deletes it from the Exchange server, but it never gets inserted into the SQL database. Anyone have any idea where I can search for the error? Server: Windows 2003 Server SP2 OTRS v. 2.3.4 CronW (for fetching emails) (uses crontab.txt) Best regards Daniel Tangen

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Can the Filemanager module be used by customers?
by Rodney McDuff 03 Jun '09

03 Jun '09

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Creating an External Link in Customer Interface
by Nathan Campbell 02 Jun '09

02 Jun '09

I'm trying to add a new icon to the customer interface toolbar that will link to an external website (http://www.google.com as an example) I am using this admin configuration option page: Config Options: Framework -> Frontend::Customer::ModuleRegistration I am able to add a new module with the correct description, icon, and priority (order on the page) - however, when I enter http://www.google.com in the LINK textbox, update the config and refresh the customer page - the icon appears as I expect it to, however, instead of linking to http://www.google.com the link is constructed as such: http://respighi/otrs/customer.pl?http://www.google.com I have searched Google and the archives but have been unsuccessful. Is anyone able to offer assistance as to how (or if) I can make this link work? Have tried wrapping it in " " but that didn't work. Thanks! Nathan Campbell Dallas Symphony Orchestra

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