January 2010 - otrs - OTRS mailing lists

AuthModule::LDAP::AccessAttr not being overridden
by Dan Trainor 12 Jan '10

12 Jan '10

Hello again - I've learned that Active Directory has no 'member' attribute (well, its blank by default) that OTRS tries to look for as a search filter when authenticating groups for my Agent. I'm familiar with the AuthModule::LDAP::AccessAttr setting, however when this is set to: $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; ...I see in the logs that the filter being used is still based on 'memberUid'. If I set this property to: $Self->{'AuthModule::LDAP::AccessAttr'} = 'member12345'; ...I see in the logs that the filter is then based on 'member12345'. Its as if this property passes what you assign it to, unless its value is 'member', otherwise it will pass 'memberUid'. I can't get over this roadblock. Secondarily, am I also correct in assuming that I can use this property to restrict which Agents can actually log in? I know I can further restrict their access using Roles in OTRS, but as far as simply allowing or denying login access (regardless of role permissions), is this sufficient? Anyone else seen this behaviour before? If so, what did you do to resolve it? Thanks! -dant

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Stuck in Time Accounting
by Morten Bøhmer 12 Jan '10

12 Jan '10

Hi all I am, for some reason, stuck in Time Accounting and cannot get any other page in OTRS. I have tried killing my session from other users, restarting the browser, clearing cookies, tried other computers and so on. But I always get back to the Time Accounting screen, without the menubar. I have also tried typing other URL directly, but I am still forwarded directly to the Time Accounting screen. Appreciate any help on this matter. Brg morten

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I will be taking off on Jan 12, 2010
by Sri.Ramadurai＠hitachigst.com 12 Jan '10

12 Jan '10

I will be out of the office starting 01/12/2010 and will not return until 01/13/2010. I will be taking off on Jan 12, 2010. On urgent SAP Production Support Issues, please call the Hotline at 408-717-8500 and cc Chiu Peng Fang. My Management delegate is Mary Tran available at 408-717-7004 All other Issues, please contact my Manager, Charles Yeh, at 408-717-6500

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Customer User Management - Multiple email Id configuration
by Sourabh Sarwate 12 Jan '10

12 Jan '10

Hi, Any one can suggest how can we can map mulitiple email id to single customer user under - Customer User Management. What we want to achieve by implementing this to send auto reply to group of email Id when customer raised issue using web interface. -- Regards, Sourabh Sarwate

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including a custom query in stats
by Leonardo Certuche 12 Jan '10

12 Jan '10

Hi Community, Altought stats are plenty and very useful, unfortunately the available fields to include in them seem to be not enough for the reporting needs we have. That's why we decided to create our own queries which would be nice to include them as stats in order to take advantage of mkStats.pl. Has anybody include a custom SQL as part of the OTRS stats? Any info on how to make it is greatly appreciated Thanks, Leonardo Certuche

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How to increase the limit in Customer IDs Field
by Sourabh Sarwate 12 Jan '10

12 Jan '10

Hi All, In Company Ticket I am not able to add more than 12 CustomerIDs. Any one can guide me how I can increase this figure. -- Regards, Sourabh Sarwate Mobile No : +91-9948894587

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OTRS:Delivery Of Stats Reports on Mail
by Sourabh Sarwate 12 Jan '10

12 Jan '10

Hi All Is it possible that we can generate some daywise automatic reports say closed and open ticket and mail it automatically on some configured id. -- Regards, Sourabh Sarwate Mobile No : +91-9948894587

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OTRS configuring state to generate specific report
by Thantzin Bo 12 Jan '10

12 Jan '10

Hi, I want generate custom report in OTRS State example : Report for specific agent 's handle case . There are elements in the state to configure but I want to add more elements to meet my requirement eg... "add agent element" .Please tell me how to add new element to the state module. thank you

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Encrypting tickets using GNUPG
by Adriel T. Desautels 11 Jan '10

11 Jan '10

Hi Guys, Last night I wrote a rather quick email about my problem. So now i'll follow up with a bit more detail. I am running version 2.4.5 right now, and loving it... aside from one thing... I can sign customer tickets but not encrypt. When I attempt to encrypt customer tickets an error is thrown in the syslogs that reads: Jan 6 23:56:45 ruiner OTRS-CGI-10[24836]: [Error] [Kernel::System::Crypt::PGP::Crypt][Line:118]: Can't crypt with Key 404C896C: gpg: WARNING: standard input reopened#012! I've spent hours upon hours reading the FAQ's, I've even uninstalled and reinstalled gpg, tried gog2, I always get the same error. What is going on with my OTRS install? I need help here. -- Adriel

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Re: [otrs] New 'closed' state, but display it as 'open' to the customer
by Axel Christ 11 Jan '10

11 Jan '10

That would be neither closed nor open, it would be a pending state! Cheers, Axel ---------------------------------------------------------------------- Message: 1 Date: Mon, 11 Jan 2010 13:39:46 +0100 From: "Stein Erik Berget" <otrs(a)berget.org> Subject: [otrs] New 'closed' state, but display it as 'open' to the Customer. To: otrs(a)otrs.org Message-ID: <op.u6db4k0egly05y@m90-seberget> Content-Type: text/plain; charset=iso-8859-1; format=flowed; delsp=yes I've added a new state to OTRS namely 'open awaiting change' with the state type of 'closed. This to not have it 'destroy' the queue views and escalation displays. But in the 'Customer' interface I would like to have this state being displayed as an 'open' state. Is this at all possible to do? Any clues/hints/advice are welcome! I hope you all have a fantastic day! -- Stein Erik ------------------------------ __________ Hinweis von ESET NOD32 Antivirus, Signaturdatenbank-Version 4761 (20100111) __________ E-Mail wurde gepr?ft mit ESET NOD32 Antivirus. http://www.eset.com

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