June 2009 - otrs - OTRS mailing lists

Re: [otrs] FW: how to add approval person in request type
by Jeffery Chen Fan 15 Jun '09

15 Jun '09

OK, there have a some example step 1. create a queue for approval propose, 2. create a job in generic agent, set the condition is type=request and decision=null, action is move to approval queue 3. create a job in generic agent, set the condition is type=request and decision=approved and queue=approval , action is move to the support team queue On Mon, Jun 15, 2009 at 12:58 PM, Bhushan Badgujar < bhushan.badgujar(a)g-t-s.in> wrote: > > > HI, > > > > Anybody help me…………! > > FYI>>>>> > > > > Regard > > *Bhushan Badgujar* > > *Executive – IT Facilities* > > > > *From:* Bhushan Badgujar [mailto:bhushan.badgujar@g-t-s.in] > *Sent:* Thursday, June 11, 2009 12:13 PM > *To:* 'otrs(a)otrs.org' > *Subject:* how to add approval person in request type > > > > Dear Team, > > > > I have install the OTRS 2.3.4 in my organization, In a OTRS I have created > three types 1.Request 2.issue 3. Information > > > > My problem is if any customer create Request ticket, The support team want > a approval for particular Request ticket. The approval person approved > ticket. then closed the ticket from support team. > > > > Example- customer give the request for ‘upgrade the system’ suppose I am a > support team I want a approval from IT manager & Customer Department head > > > > > Please help me for this issue. > > > > Please give the solution for the same if any idea please submitted > > > > > > *T**hanks and Regards,* > > *Bhushan Badgujar* > > *Executive – IT Facilities*** > > DISCLAIMER: > > This message contains privileged and confidential information and is intended only for an individual named. > If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver > this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake > and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free > as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. > The sender, therefore, does not accept liability for any errors or omissions in the contents of this message > which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version. > > > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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R: FW: how to add approval person in request type
by CARNINO Daniele (FIAT ITEM) 15 Jun '09

15 Jun '09

Im my opinion, you should do this using ACL feature. Create a queue for every function (es. Request queue, Approval queue) then (just as example): 1) a customer create a ticket in the request queue; 2) if necessary, the operator move the ticket to the approval queue: he has no permission on this queue but the possibility of moving ticket into it; 3) the approver (who has all permissions on Approva queue) may set the ticket to the state approved/rejected: I think you should use a freetext field, for this purpose 4) the approver (or a generic agent job appropriately scheduled) may move the ticket back to request queue or to another queue (e.g. ToDo queue), if the freetext field "status" is set to approved; 5) similarly, the approver or a scheduled job may close ticket set to rejected; 6) the ACLs should inhibit the possibility of moving rejected ticket back to the request queue: search the internet or this mailing list to see some good ACLs example; Ho this helps, ciao, d. ________________________________ Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Bhushan Badgujar Inviato: lunedì 15 giugno 2009 6:59 A: otrs(a)otrs.org Oggetto: [otrs] FW: how to add approval person in request type HI, Anybody help me............! FYI>>>>> Regard Bhushan Badgujar Executive - IT Facilities From: Bhushan Badgujar [mailto:bhushan.badgujar@g-t-s.in] Sent: Thursday, June 11, 2009 12:13 PM To: 'otrs(a)otrs.org' Subject: how to add approval person in request type Dear Team, I have install the OTRS 2.3.4 in my organization, In a OTRS I have created three types 1.Request 2.issue 3. Information My problem is if any customer create Request ticket, The support team want a approval for particular Request ticket. The approval person approved ticket. then closed the ticket from support team. Example- customer give the request for 'upgrade the system' suppose I am a support team I want a approval from IT manager & Customer Department head Please help me for this issue. Please give the solution for the same if any idea please submitted Thanks and Regards, Bhushan Badgujar Executive - IT Facilities DISCLAIMER: This message contains privileged and confidential information and is intended only for an individual named. If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. The sender, therefore, does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version.

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FW: how to add approval person in request type
by Bhushan Badgujar 15 Jun '09

15 Jun '09

HI, Anybody help me....! FYI>>>>> Regard Bhushan Badgujar Executive - IT Facilities From: Bhushan Badgujar [mailto:bhushan.badgujar@g-t-s.in] Sent: Thursday, June 11, 2009 12:13 PM To: 'otrs(a)otrs.org' Subject: how to add approval person in request type Dear Team, I have install the OTRS 2.3.4 in my organization, In a OTRS I have created three types 1.Request 2.issue 3. Information My problem is if any customer create Request ticket, The support team want a approval for particular Request ticket. The approval person approved ticket. then closed the ticket from support team. Example- customer give the request for 'upgrade the system' suppose I am a support team I want a approval from IT manager & Customer Department head Please help me for this issue. Please give the solution for the same if any idea please submitted Thanks and Regards, Bhushan Badgujar Executive - IT Facilities DISCLAIMER: This message contains privileged and confidential information and is intended only for an individual named. If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. The sender, therefore, does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version.

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Possibility of OTRS
by olivier.villegente＠sic.nc 15 Jun '09

15 Jun '09

Hi, Is it possible to create something like that with OTRS : 1 - One customer of the comptability service send a support request. 2- The director of the comptability service need to approve the request. 3- If it is Ok, the request is send to the manager of the support service. 4- If the manager of the support service is Ok with the request he can affect it to a member of it's team. Is it possible to create somethink like that ? Reagrds, _____________________ 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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Active Directory and user + agent authentification
by olivier.villegente＠sic.nc 15 Jun '09

15 Jun '09

Hi, I have a little problem that I'm unable to solve. - I need that agents and users (customers) can authenticate using Active Directory. My users can access to the customer page but my agent can't login to the agent page. When agent try to login they have an error message saying "the connection has failed! Your username or password is incorrect". - After edit my Config.pm in order to allow authenticate by Active Directory, I can't connect using a local user. Can you help me to find what is wrong ? I join a copy of my Config.pm Regards, ** My Config.pm ** # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'pollux.sic.intra'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=sic, dc=intra'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=ldap_php,cn=Systeme,dc=sic,dc=intra'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'XXXX'; # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'pollux.sic.intra'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=SIC,dc=sic,dc=intra'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=ldap_php,ou=Systeme,dc=sic,dc=intra'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'XXXX'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', # to use an external database # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', Password => '', }, # customer uniq id CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'pollux.sic.intra', # ldap base dn BaseDN => 'ou=SIC,dc=sic,dc=intra', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=ldap_php,ou=Systeme,dc=sic,dc=intra', UserPw => 'XXXX', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], 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' ], ], }; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = $dbserver || 'localhost'; # Database # (The database name.) $Self->{Database} = $dbname || 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = $dbuser || 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = $dbpass; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "$dsn=$Self->{Database};host=$Self->{DatabaseHost};port=$dbport;"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/usr/share/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # switch off the web based installer for the Debian package $Self->{SecureMode} = 1; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.20 $)[1]; # -----------------------------------------------------# 1; _____________________ 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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New Message alerts not showing up
by Drew Gatchell 12 Jun '09

12 Jun '09

So I'm evaluating OTRS to move over to from Request Tracker, and I love the features OTRS has but the biggest thing I can't seem to figure out is that there's really no way that I see to separate open tickets and tickets that just have unread responses. I did notice every once and awhile I'd get a "New Message" Alert at the top of the screen, but it seems to come up at random. I've tried changing the sysconfig settings to have followup responses be set to "new" instead of "open" to see if that would generate the alert to no avail. What generates these alerts? I know I can setup notifications for when tickets get followups, but that only generates an email and how we're operating, we don't look at our email inboxes too often. I'm running 2.4.0 Beta3 The second half of this issue comes into the actual queue views, where unlike Request Tracker, there is no distinction between whats simply open, which tickets have new followups from the customers, and what tickets are open. Other than looking at the state, and even then until i set the followup responses to bring the ticket to the "new" state, I had no way of telling which tickets had followups unless i'm blatantly missing something. Is there a way to rectify this? Any help is appreciated. Thanks, Drew

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Time accounting module
by Ivan De Masi 12 Jun '09

12 Jun '09

Hi, is anybody here who has expience with the "time accounting" module? I'm testing the time accounting module (V.1.2.1) with OTRS V. 2.3.2 and I want to change the period the module calculates/reports the worked hours in a month. A regulary "working month" starts on the first an ends at the 30./31. - right? ;-) We have a different period calculation starting the 15th of every month until the 14th of the next month. Is there a way to tell the module to disply the reports this way? I also have problems to tell the system to handle part-time jobs. When sombody is not working a day or two (because he has only to work 3 or 4 days a week), the system always asks for the missing times for that days. The same for holidays. The only way ist to set the one ill for that day - but this is no good solution. Any ideas? Thanks! Regards, Ivan

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Help with email configuration and testing
by Jack Blalock 12 Jun '09

12 Jun '09

I'm working with a fresh OTRS system (totally new to OTRS) I'm trying to get the email part working. Under "Postmaster Mail Account" I have filled in the information for a couple email accounts at gmail. When I select "Run Now!" for an account setup with IMAP I get the below message. In the "System Log" I see several entries "IMAP: Can't connect to imap.gmail.com". On the accounts setup for POP3S, theres no error pages being displayed and theres no entries in the System Log (good or bad messages??), I also do not see any emails being pulled and displayed in any queues within the OTRS system. I'm a little lost on what to look at to fix. OTRS ERROR MESSAGE BELOW THIS LINE------------------ In the OTRS JumpBox administration - Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Jun 11 11:36:19 2009 Message: IMAP: Can't connect to imap.gmail.com Traceback (4422): Module: Kernel::System::MailAccount::IMAP::Fetch (v1.5) Line: 72 Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369 Module: Kernel::Modules::AdminMailAccount::Run (v1.5) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::var_data_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 OTRS ERROR MESSAGE ABOVE THIS LINE------------------ F.Y.I. I have done another test with account info to our in house exchange server (IMAP) and it seems to work without issues. -- Thanks Jack Blalock

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links from one faq to another.
by Rodney McDuff 12 Jun '09

12 Jun '09

I have a bunch of faqs and I have linked them to each other in a way that I think is quite usefully. However as a customer I don't see these links. Are linked faqs only seen by agents or is this a bug? -- Dr. Rodney G. McDuff |Ex ignorantia ad sapientiam Manager, Strategic Technologies Group| Ex luce ad tenebras Information Technology Services | The University of Queensland | EMAIL: mcduff(a)its.uq.edu.au | TELEPHONE: +61 7 3365 8220 |

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Chane Tme Zone OTRS
by Nadeem Ahmad 12 Jun '09

12 Jun '09

Hi We are running OTRS 2.3.3 on Solaris 10 on child zones. We want to changes its Time Zones settings to PST. Currently its TZ of System is CST and tickets also show CST time zone. Please let me know if you require any further info on this. Thank you. *********************************************** Nadeem Ahmad ***********************************************

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