August 2009 - otrs - OTRS mailing lists

Re: [otrs] Queue <> Services relationship
by Tomasz Dabrowski 07 Aug '09

07 Aug '09

Yes, you can do it using ACL. Pls search list's archive. Tomasz > Hello, > So, I still haven't figure out this one yet... So I'm assuming it is not possible, but I thought I will ask again one more time... Is it possible to limit the options under "Service" field when a user is creating a ticket based on what the user selected on the "To:" field? For example, if the user select To: Network Team, then he will get the services: Internet, Email, Folder Shares. But if he select To: Database Team, then we he goes to select a service he will see: Database, Student Database. I'm running OTRS 2.4.2 and ITSM 1.3 Thanks.... --------------------------------------------------------------------------------------- Cetelem Bank S.A. ul. Kijowska 1, skr. poczt. 276 00-987 Warszawa Sąd Rejonowy w Warszawie - XIII Wydział KRS pod nr KRS 0000221121- NIP: 113-25-17-083 - REGON: 015823773. Kapitał zakładowy w wysokości 178.930.000 złotych całkowicie wpłacony. This message and any attachments (the "message") is intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. Cetelem Bank S.A. shall (will) not therefore be liable for the message if modified. Ta wiadomość i jakiekolwiek załączniki do niej dołączone (dalej "wiadomość") są przesłane do wyłącznej wiadomości adresatów i są poufne. Jeśli otrzymał Pan/Pani tą wiadomość przez przypadek prosimy o skasowanie jej i powiadomienie nadawcy. Jakiekolwiek nieuprawnione użycie wiadomości, rozpowszechnienie lub ujawnienie w części lub w całości jest zabronione poza przypadkiem uzyskania formalnej zgody nadawcy. Internet nie gwarantuje integralności wiadomości. Cetelem Bank S.A. nie bierze odpowiedzialności za tą wiadomość, jeśli została ona zmodyfikowana.

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OTRS 2.4.2 on Windows SMTP Outbound Mail Issue
by Matt Reidy 07 Aug '09

07 Aug '09

Hello List, I am attempting to evaluate OTRS and have it installed on a Windows 2003 server. I am unable to get outbound mail to work using an internal SMTP relay server (Exchange) and have verified that there is no authentication or communication issue with my SMTP server from the OS on the server that OTRS is installed on. Associated otrs.log file entries are: [Fri Aug 7 11:16:14 2009][Error][Kernel::System::Email::SMTP::Send][92] Can't connect to osmtp.snagajob.com: Bad file descriptor! [Fri Aug 7 11:16:14 2009][Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendCustomerNotification] Sent customer 'Ticket Closed' notification to 'MMR1 <mmr1(a)snagajob.com<mailto:mmr1@snagajob.com>>'. My belief is that the system does in fact connect to the SMTP server because if I specify a host name that does not exist, I get a different error message. Has anyone else run into this and resolved it? I've checked online to no avail... Thanks! -Matt ________________________________ The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies.

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test
by Matt Reidy 07 Aug '09

07 Aug '09

?? Matt Reidy Director of IT Operations SnagAJob.com, Inc.<http://www.snagajob.com/> 4880 Cox Road, Suite 200 Glen Allen, VA 23060 (804) 433-2797 ~ office (804) 519-1340 ~ cell (804) 433-2793 ~ fax mreidy(a)snagajob.com [cid:image001.gif@01CA174D.B28E95D0]<http://www.snagajob.com/> ________________________________ The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies.

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Re: [otrs] Queue <> Services relationship
by Guillermo Vargas-DellaCasa 07 Aug '09

07 Aug '09

Hello, So, I still haven't figure out this one yet... So I'm assuming it is not possible, but I thought I will ask again one more time... Is it possible to limit the options under "Service" field when a user is creating a ticket based on what the user selected on the "To:" field? For example, if the user select To: Network Team, then he will get the services: Internet, Email, Folder Shares. But if he select To: Database Team, then we he goes to select a service he will see: Database, Student Database. I'm running OTRS 2.4.2 and ITSM 1.3 Thanks.... -----Original Message----- From: Guillermo Vargas-DellaCasa Sent: Wednesday, August 05, 2009 4:53 PM To: 'otrs(a)otrs.org' Subject: Queue <> Services relationship Hi again, How can I establish a relationship between Queue and Services? I would like customers to select a Queue on the "TO:" field when they are creating a ticket and that the "Service" field be updated to show only services handled by that particular Queue. For example: To: Networking Team Services: Internet, Email, Folder Shares To: Database Team Services: HR Database, Student Database Is that possible? Thanks! Guillermo Vargas-Dellacasa Computer Operations Manager North Hunterdon-Voorhees Regional High School District (908) 713-4199 ext 5128 gvargas-dellacasa(a)nhvweb.net

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New FAQ Article Default Language - is it possible to change ?
by Tibor Hirner 07 Aug '09

07 Aug '09

Hi all, I would like to change the new FAQ article default language from DE to SK. Is it possible ? I have searched SysConfig through, no usable result. Thank you for any idea (experience). Sincerely, Tibor.

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GenericAgent.pl error
by Bianchi, Giordano 07 Aug '09

07 Aug '09

I'm building a new OTRS system on Suse's SLES11, but every time GenericAgent.pl runs, I get the following error: "(in cleanup) Can't call method "FETCH" on an undefined value at /usr/lib/perl5/vendor_perl/5.10.0/Net/LDAP.pm line 274, <DATA> line 275 during global destruction." Has this happened to anybody else? Thanks, Giordano Bianchi

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LDAP tls authentication Fun
by Mauricio Tavares 07 Aug '09

07 Aug '09

I am trying to have otrs to have some of my agents defined in ldap. So, I set /etc/otrs/Kernel/Config.pm as follows: # Authenticate agents against LDAP backend $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ldap-pserver.internal.domain.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=users,ou=Groups,dc=domain,dc=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, verify => 'require', cafile => '/etc/ssl/certs/root.pem', # async => 0, version => 3, }; When I try to login, either as a previously defined (in its database, and that includes root) otrs user or as one of the ldap users, it seems to be looking for them in ldap: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Wed Aug 5 12:09:54 2009 Message: First bind failed! TLS confidentiality required Traceback (32329): Module: Kernel::System::Auth::LDAP::Auth (v1.46) Line: 191 Module: Kernel::System::Auth::Auth (v1.29) Line: 121 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 192 Module: /usr/share/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 What should I tell otrs to look for users in its own database there and then for ldap users, well, in ldap? And, what would this "TLS confidentiality required" error be trying to tell me?

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FAQ pictures taking longer to load for customers
by Emily Flynn 07 Aug '09

07 Aug '09

(OTRS version 2.3.4, FAQ version 1.5.4) Hi all, I created an article in our FAQ that makes use of three GIF's embedded using the WYSIWYG editor, the Gif's are roughly 350KB each. The article was external (customer) from the start. When I browse to the FAQ through the Agent login, the pictures load up fine, but when I browse to the FAQ throught the customer login, the pictures take a minute or two to load. I have Any suggestions on what I could do to resolve this? Thanks Emily

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Changing the otrs queue look
by Mauricio Tavares 07 Aug '09

07 Aug '09

I have a bit of a problem. People here that are going to use otrs do not like the way the ticket queues are shown: when you are working with a ticket, the thread associated to it is shown just as a list of subjects (they would like it to be a bit less terse). And when you select the list of tickets in the queue, it takes too much real state on the screen because it is showing the contents of every ticket as opposite to just a brief overview. The search engine's results would be more of what they wanted to see here. Or, as one mentioned something more rt-like. Can I change that?

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how to enforce to select SLA
by Jeffery Chen Fan 07 Aug '09

07 Aug '09

Dear All, when create ticket, how to enforce the agent to select one SLA. -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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