August 2009 - otrs - OTRS mailing lists

Automatic customer response via auto-responses <--> queues: email-ticket = yes; telefon-ticket = no
by Thomas.Thoma＠augsburg.de 17 Aug '09

17 Aug '09

Hi everyone, how do I set up otrs, in order to send a notification to the customer, if they send an email to support(a)eample.com, but NO NOTIFICATION, if the staff creates a telefone-ticket. I have tried to setup up this via auto response <-> queues, with the effect, that both ticket variants will fire an email (or none for both, if deactivate my settings form y support queue). + do I have to set up a second "(telefone-ticket)support" queue? If yes, can the ticket automatically be transformed to its former standard support queue, after the email has been fired, so there is still one main queue for new ticket arrivals? + has anybody another solution for our requirement? Here is my original german posting for the german readers: http://lists.otrs.org/pipermail/otrs-de/2009-August/011647.html Our system (OTRS: 2.3.4) is running on SUSE (Apache + MySQL). Kind regards, Tom

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searching the website
by Glossop, Andrew 15 Aug '09

15 Aug '09

I can't see any way to search documentation on the website. apart from downloading the PDF :) is this something that has been overlooked? not all the docs are in PDF :( I'm looking for info on creating plugins for the new dashboard. So far, I haven't been able to find anything. Is there a place where people share their customisations of OTRS ? Thanks in advance Andrew

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Otrs help in Australia
by Codatel Lists 15 Aug '09

15 Aug '09

I am new to otrs. I have installed a demo system and it looks good. It seems very flexible and not as easy as I thought to configure. I would like to speak to anyone (prefrebly) in Australia who may want to help in setting up a system for our company. regards, Zafer

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MM/DD/YYYY date format for US English
by Rob McKrill 15 Aug '09

15 Aug '09

I have been trying for quite a while now to figure out where I can change the date format for my installation and have hopefully exhausted all sources before asking a stupid question on the list here... I have the preferences in the agent interface set to ³United States English², double checked the settings in Kernel/Language/en.pm for all formats of the date/time. Everything still seems to show up as DD/MM/YYYY in all of the different spots (upper right of main screen, tickets). Is there something I am missing? I even tried changing the settings in the en.pm file from the default and the changes I made didn¹t seem to be used. Are there a different set of files being used for these preferences that aren¹t noted anywhere in the documentation? Thanks in advance, Rob

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LDAP and active directory authentication problems
by Joaquim Azevedo 15 Aug '09

15 Aug '09

Hi, I can't configure OTRS 2.4.2 (linux) to authenticate Customers from LDAP (Active Directory - windows 2008 server), I was configuring but I still get this error: "Identification incorrect your user or password was entered incorrect". My users are in several OU's but I created a group called otrs_C and use the following code in Kernel/Config.pm: ######################################## # Customer Info from LDAP: ######################################## $Self->{CustomerUser} = { Name => 'Active Directory', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '172.16.11.32', BaseDN => 'dc=arsalgarve,dc=local', SSCOPE => 'sub', UserDN => 'ad', UserPw => 'adpass', }, CustomerKey => 'sAMAccountName', 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' ], ], }; ######################################## # Customer Authentication against LDAP # ######################################## $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '172.161.11.32'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=arsalgarve, dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'ad'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'adpass'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_C,CN=builtin,DC=arsalgarve,DC=local'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 3268, timeout => 120, async => 0, #version => 3, }; Thanks in advanced, Joaquim Azevedo

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English Date Format
by Jeff Travers 14 Aug '09

14 Aug '09

Upgraded to Build: 2.4.2 I'm using the default language of English but all date formats are being displayed as DD/MM/YYYY. I'd prefer to have the values set to MM/DD/YYYY. I haven't modified the setting in the en.pm file. Any thoughts as to where it's pulling this format?

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Spelling Dictionary
by Rodrigo Correa 14 Aug '09

14 Aug '09

Hi, What is there some "Spelling Dictionary" for the Portuguese - Brazil language to be used in OTRS? Currently only have the English and Deutsch. Thanks, _________________________________________________________________ Novo Internet Explorer 8. Baixe agora, é grátis! http://brasil.microsoft.com.br/IE8/mergulhe/?utm_source=MSN%3BHotmail&utm_m…

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Ticket search
by John Barratt 14 Aug '09

14 Aug '09

Hi, We are starting to use the ticket free fields to log metadata for incidents. Is there any way of enabling searching based on the contents of these fields? The AgentTicketSearch form has a highlighted section heading about a third of the way down called "TicketFreeText", but the itmes under this are only "Review Required", "Decision Result" and some times and dates. There doesn't appear to be any way of adding the Free Text fields using sysconfig - is there any way of adding these to the search form? Thanks, John -- Be Yourself @ mail.com! Choose From 200+ Email Addresses Get a Free Account at www.mail.com!

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System log
by Lev Davidovich 14 Aug '09

14 Aug '09

Hi is there a way of retrieving the System log for longer periods of time (say the past week or month)? Or, perhaps, of searching for the System log for a certain day in the past? Thanks Lev

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remove the shared memory segment and rebooting OTRS
by Lev Davidovich 14 Aug '09

14 Aug '09

Can anyone tell me how to remove the shared memory segment of /otrs/Kernel/System/Log.pm using the command line from a windows pc and then rebooting OTRS? Thanks

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