July 2009 - otrs - OTRS mailing lists

How to create tickets to repeating tasks?
by Le machito 09 Jul '09

09 Jul '09

Hello again :)Usually, in the helpdesk day to day work we have some repeating tasks like to install groups of Pcs. (50 Pcs = 50 tickets) Which function or method do you use in order to don't recreate many time the same ticket in OTRS? Thanks in advance for your help Raoul

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New ticket notification = yes (by default)
by Le machito 09 Jul '09

09 Jul '09

Hello everybody,I am trying to find the way to configure: Preferences/ New ticket notification = *yes* (by default) Anyone already try it? Thanks in advance Raoul

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Help on Survey module.
by N Patil 09 Jul '09

09 Jul '09

Hi, I have successfully implemented in my windows environment but dont know how to implement/configure Survey module. I can create survey but it does not send an email/notification to user about survey? does anyone know how to do that? any help will be appriciated. thanks in advance. - nilesh ______________________________________________________________________ ______________________________________________________________________ --------------------------------------------------------------------- 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/ ______________________________________________________________________

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My Queues
by OTRS 09 Jul '09

09 Jul '09

Good day, I having problem with "My Queues". I have created a couple of queues in the OTRS 2.3. Created a couple of test emails. When i assigned to ticket to one of the agent. The ownership is retain with me but the responsibility is with the agent. When i click on My Queues; there are no ticket display. (0) How do i go about to resolve this. Thanks, Fairuz

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otrs save config question
by Stephen Hawkins 08 Jul '09

08 Jul '09

otrs, We have had otrs running successfully for quite some time. Recently we needed a second queue for some special incoming email for feedback instead of support. I created this and all is good. I can login add that queue so that I see it and the support queue. Other users can also. However when we logout and log back in the new queue is gone and we have to go to the admin part of the gui and re add it to our queue view. What am I missing? Steve -- Steve Hawkins Technical Support Engineer -- Palisade Systems, Inc 2625 N. Loop Drive, Suite 2120 - Ames IA, 50010 USA Email: support(a)palisadesys.com - Web: http://www.palisadesys.com/ Phone: 1(888) 325-6500 --

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Re: [otrs] LDAP(AD) + UserSyncLDAPMap
by Fernando Frediani (Qube) 08 Jul '09

08 Jul '09

I've tried to remove the group restriction just to test(even know I have to use it) but still same thing. Synchronization not working properly. The fields seem all correct. I can't find a typo or miss configuration with regards LDAP x AD. May it be caused because I have not implemented LDAP for Customers yet, only for agents or still maybe a bug on this version specifically ? Fernando ________________________________ From: Leong Tat Lee [mailto:leongtat3110@hotmail.com] Sent: 08 July 2009 09:51 To: Fernando Frediani (Qube) Subject: RE: [otrs] LDAP(AD) + UserSyncLDAPMap Probably i can post my configuration here. what my advice here is try to remove the group restriction. Get the most direct way to query against your AD 1st. You just nit to paste it to your config.pm $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'example.example.com.my'; $Self->{'AuthModule::LDAP::BaseDN'} = 'DC=example,DC=com,DC=my'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=XXX,OU=XXX,DC=XXXX,DC=XXX,DC=com,DC=my'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'example.example.com.my'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=example,DC=com,DC=my'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=XXX,OU=XXX,DC=XXXX,DC=XXX,DC=com,DC=my';; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => ''example.example.com.my'; BaseDN => 'DC=example,DC=com,DC=my'; SSCOPE => 'sub', UserDN => 'CN=XXX,OU=XXX,DC=XXXX,DC=XXX,DC=com,DC=my';, UserPw => 'password', }, CustomerKey => 'sAMAccountName', CustomerID => '[customer_id]', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], 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' ], ], }; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # UserSyncLDAPGroups # (If "LDAP" was selected="selected" for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'users'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; ________________________________ Subject: RE: [otrs] LDAP(AD) + UserSyncLDAPMap Date: Wed, 8 Jul 2009 09:45:09 +0100 From: fernando.frediani(a)qubenet.co.uk To: leongtat3110(a)hotmail.com; otrs(a)otrs.org Hi, givanName, sn and mail are valid fields on LDAP(AD). According my configuration, I've posted below, and compared with many other examples I can't see a reason why it is not synchronizing. I've seen some people saying it worked from them in a previous version but when they upgraded it stopped to work. I was wondering if it a bug on version 2.3.4 and if anyone experienced the same problem. Thanks Fernando ________________________________ From: Leong Tat Lee [mailto:leongtat3110@hotmail.com] Sent: 08 July 2009 04:38 To: otrs(a)otrs.org; Fernando Frediani (Qube) Subject: RE: [otrs] LDAP(AD) + UserSyncLDAPMap ________________________________ Date: Tue, 7 Jul 2009 16:13:44 +0100 From: fernando.frediani(a)qubenet.co.uk To: otrs(a)otrs.org Subject: [otrs] LDAP(AD) + UserSyncLDAPMap Hi fernando, I have encounter this error before "Panic! No UserData". For your information if you were to use ldap to authenticate your user, you need to get them sync to the local database before they can login to the agent site. Below error i suspect it was the synchronisation issue. Try to browse to your ldap and check out on the field below such as givenName, sn, and mail. It will not work if one of the field i mention above is not preset at LDAP. As the sync process needed the info to create the authenticate user at the local DB. Hope this help. Thanks. Guys, I've trying to configure my OTRS (version 2.3.4) to authenticate Agents against a LDAP server (Active Directory actually) It works fine for users which were already registered at the DB before the LDAP config. It authenticates correctly only the users that belong to the OTRS_agents group and also set their permissions and groups depending if they belong to OTRS_agents. Problem I have is that If it is a new user created on AD it doesn't authenticate and get the famous message "Panic! No UserData". I have already tried to change some specific settings but it never does correct. I will put right below the settings I am not sure of and further below my full config with regards LDAP Authentication. Can someone give me a hand on it? $Self->{UserSyncLDAPMap} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; Not sure if for version 2.3.4 the correct is "UserFirstname" or simply "Firstname" and the same for the others $Self->{UserSyncLDAPGroups} = [ 'users', ]; Is the "users" there the table at the DB where the data is being synced TO or the group on my AD where the data should be pulled out ? $Self->{'AuthModule::LDAP::GroupDN'}= 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; Are the two last lines correct? "member" or "sAMAccountName" or "memberUid" And "DN" if I am using Active Directory. Below my full LDAP config: Thanks in advance. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'hostname'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=COMPANY,dc=subdomain,dc=domain,dc=net'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'}= 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'bind-user; $Self->{'AuthModule::LDAP::SearchUserPw'} = '*************'; $Self->{UserSyncLDAPMap} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'users'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; $Self->{'UserSyncLDAPGroupsDefinition'} = { 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net' => { 'users' => { rw => 1, }, 'faq' => { rw => 1, }, 'stats' => { rw => 1, }, }, }; $Self->{'UserSyncLDAPRolesDefination'} = { # LDAP group 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net' => { 'users' => 1, 'faq' => 1, 'stats' => 1, }, }; Qube Managed Services Limited:: The Engineer's Choice for Co-Location, Internet Bandwidth, Design & Build, and Managed Servers Qube Managed Services Limited :: Company Number 6215769 Registered in England and Wales :: VAT Registration No: GB 933 8400 27 This e-mail and the information it contains are confidential. If you have received this e-mail in error please notify the sender immediately. You should not copy it for any purpose, or disclose its contents to any other person . P Please consider the environment - do you really need to print this email? ________________________________ Lauren found her dream laptop. Find the PC that's right for you. <http://www.microsoft.com/windows/choosepc/?ocid=ftp_val_wl_290> ________________________________ Windows Live(tm): Keep your life in sync. Check it out. <http://windowslive.com/explore?ocid=TXT_TAGLM_WL_BR_life_in_synch_06200 9>

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LDAP(AD) + UserSyncLDAPMap
by Fernando Frediani (Qube) 08 Jul '09

08 Jul '09

Guys, I've trying to configure my OTRS (version 2.3.4) to authenticate Agents against a LDAP server (Active Directory actually) It works fine for users which were already registered at the DB before the LDAP config. It authenticates correctly only the users that belong to the OTRS_agents group and also set their permissions and groups depending if they belong to OTRS_agents. Problem I have is that If it is a new user created on AD it doesn't authenticate and get the famous message "Panic! No UserData". I have already tried to change some specific settings but it never does correct. I will put right below the settings I am not sure of and further below my full config with regards LDAP Authentication. Can someone give me a hand on it? $Self->{UserSyncLDAPMap} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; Not sure if for version 2.3.4 the correct is "UserFirstname" or simply "Firstname" and the same for the others $Self->{UserSyncLDAPGroups} = [ 'users', ]; Is the "users" there the table at the DB where the data is being synced TO or the group on my AD where the data should be pulled out ? $Self->{'AuthModule::LDAP::GroupDN'}= 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; Are the two last lines correct? "member" or "sAMAccountName" or "memberUid" And "DN" if I am using Active Directory. Below my full LDAP config: Thanks in advance. $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'hostname'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=COMPANY,dc=subdomain,dc=domain,dc=net'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'}= 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'bind-user; $Self->{'AuthModule::LDAP::SearchUserPw'} = '*************'; $Self->{UserSyncLDAPMap} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{UserSyncLDAPGroups} = [ 'users', ]; # UserTable $Self->{DatabaseUserTable} = 'users'; $Self->{DatabaseUserTableUserID} = 'id'; $Self->{DatabaseUserTableUserPW} = 'pw'; $Self->{DatabaseUserTableUser} = 'login'; $Self->{'UserSyncLDAPGroupsDefinition'} = { 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net' => { 'users' => { rw => 1, }, 'faq' => { rw => 1, }, 'stats' => { rw => 1, }, }, }; $Self->{'UserSyncLDAPRolesDefination'} = { # LDAP group 'cn=OTRS_agents,ou=Groups,ou=COMPANY,dc=subdomain,dc=domain,dc=net' => { 'users' => 1, 'faq' => 1, 'stats' => 1, }, }; Qube Managed Services Limited:: The Engineer's Choice for Co-Location, Internet Bandwidth, Design & Build, and Managed Servers Qube Managed Services Limited :: Company Number 6215769 Registered in England and Wales :: VAT Registration No: GB 933 8400 27 This e-mail and the information it contains are confidential. If you have received this e-mail in error please notify the sender immediately. You should not copy it for any purpose, or disclose its contents to any other person. P Please consider the environment - do you really need to print this email?

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Queue Escalation times and Pending Reminder
by Katta, Lokesh Katta Subramanyam 07 Jul '09

07 Jul '09

Hi All, I am trying to set a Pending reminder of 1 day set on a ticket with a solution time of 30 minutes. Though there is a pending reminder set before the solution time expires, the solution time still ticks and goes to negative mode. At the same time when we check in stats if any ticket has breached the escalation time , this ticket is highkighted. Is this correct? I would like to stop the solution time ticking when a ticket is pending for any reason. Can we configure this in OTRS? And also is that the correct way? Thanks Lokesh

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Dynamic fields in the Agent New Ticket?
by Chris Zimmerman 07 Jul '09

07 Jul '09

OTRS 2.3.4 on SLES10. I would like to know if there is a way to have freetext fields be hidden/shown depending on the queue selected by the Agent. I added some fields for tickets bound for a specific queue that have no use for the other queues. Thanks! Chris Zimmerman

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tls
by Mauricio Tavares 07 Jul '09

07 Jul '09

I am putting OTRS in the web server checking the mail server using imap (or pop if it has to) with TLS (that is a must). Can I do it from within the program? Last time I tried in OTRS (2005!) I had to use procmail or something like that to fetch the mail. Also, to send mail it will also need to do some SASL auth inside TLS.

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