October 2010 - otrs - OTRS mailing lists

Reopen Phone ticket
by Pradumna Maheshwari 16 Oct '10

16 Oct '10

Hello, How can Customer re-open the ticket that is raised by Agent on his behalf (i.e. Phone ticket) ? thanks..... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Re: [otrs] otrs Digest, Vol 25, Issue 35
by Ruzwan Abdul 16 Oct '10

16 Oct '10

Hi All, I am getting the below error in System log Mysql when using Dashboard. version 2.4.6 OTRS You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND st.until_time >= 1286808536 ORDER BY st.until_time ASC LIMIT 25' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.until_time >= 1286808536 ORDER BY st.until_time ASC LIMIT 25' Please suggest what could be the problem, because of this my lock tickets are not getting unlock getting same error. Regards, Ruzwan On Fri, Oct 15, 2010 at 5:30 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Link to reopen a ticket (Pradumna Maheshwari) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Fri, 15 Oct 2010 16:40:28 +0530 > From: Pradumna Maheshwari <pradumna.maheshwari(a)tcs.com> > Subject: [otrs] Link to reopen a ticket > To: otrs(a)otrs.org, otrs-bounces(a)otrs.org > Message-ID: > <OF7D3402D4.A7B0B5CE-ON652577BC.003D0CE9-652577BD.003D62D0(a)tcs.com> > Content-Type: text/plain; charset="us-ascii" > > Hello, > > I want to give a link in Survey, so that Customer can re-open the ticket. > > I tried this : > <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias> > customer.pl?Action=CustomerTicketZoom&TicketID=<http://customer.pl/?Action=CustomerTicketZoom&TicketID=> > <OTRS_TICKET_ID> > > but not working. It is giving error : "Message: No Permission! " > > What to do..? > > Thanks... > > Pradumna Maheshwari > =====-----=====-----===== > Notice: The information contained in this e-mail > message and/or attachments to it may contain > confidential or privileged information. If you are > not the intended recipient, any dissemination, use, > review, distribution, printing or copying of the > information contained in this e-mail message > and/or attachments to it are strictly prohibited. If > you have received this communication in error, > please notify us by reply e-mail or telephone and > immediately and permanently delete the message > and any attachments. Thank you > > >

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Re: [otrs] Customer with multiple email addresses
by Broderick Wood 15 Oct '10

15 Oct '10

Has there been a response to this? This sounds exactly like what I need. We have users that tell us what their (multiple) e-mail addresses are and we need to assign those to their single login ID which is against our LDAP authentication system. I see this listed as a possible solution that was posted by "Torsten Thau" previously: (1) create additional table columns (e.g. via SQL-Box in Admin area): ALTER TABLE customer_user ADD COLUMN email_ext00 varchar(300); ALTER TABLE customer_user ADD COLUMN email_ext01 varchar(300); (2) add new columns to customer backend configuration in Config.pm: (2a) Edit the customer backend definition related to the data source for table "customer_data". Just add following rows to the Map-array (e.g. directly below the definition for the default email-field): [ 'UserEmail0', 'Further Email', 'email_ext00', 1, 0, 'var', '', 0 ], [ 'UserEmail1', 'Further Email', 'email_ext01', 1, 0, 'var', '', 0 ], (2b) add new table columns as postmaster-search columns CustomerUserPostMasterSearchFields => ['email', 'email_ext00', 'email_ext01'], (3) If applicable, extend customeruser-import-export mappings in the ImportExport backend. On Thu, Jul 1, 2010 at 5:38 AM, Nuno Miguel da Cruz Neves <nuno.miguel.neves(a)pkf.pt> wrote: > Thanks for the reply, as I could only come back here now. > > As for your suggestion, the problem is which field I map to customerID. > > I'll try to give a scenario: > > My username (sAMAccountName) is nneves > > So, my email address is nneves(a)pkf.pt > > But I also have as aliases Nuno.miguel.neves(a)pkf.pt and Nuno.neves(a)pkf.pt > > What I would like to do in OTRS is that an email coming from any of these addresses would be mapped to my OTRS username. > > Can I map several email fields to one users (and then mapping them to the proxyAddresses field of Active Directory)? > > Thank you, > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen > Sent: terça-feira, 1 de Junho de 2010 08:02 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Customer with multiple email addresses > > Hi Nuno, > > If you have the alias stored in your Active Directory, which I'm sure > you will, then you can just map this to the Customer ID field and > you'd be good! > > ((enjoy)) > > Michiel Beijen > R&D > > Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] > > OTRS AG > Norsk-Data-Str. 1 > 61352 Bad Homburg > GERMANY > > T: +31 (0) 6457 42418 > F: +49 (0) 9421 56818-18 > I: http://www.otrs.com > > Business Location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, > VAT ID: DE256610065 > Chairman: Burchard Steinbild, Managing Board: André Mindermann > > GET OTRS::ITSM 2.0 NOW - including the brand new change management > module! It´s the only ITIL® V3 compatible open-source IT Service > Management solution certified by PinkVERIFY worldwide! - > http://bit.ly/dv4CJF > > > > > On Mon, May 31, 2010 at 5:08 PM, Nuno Miguel da Cruz Neves > <nuno.miguel.neves(a)pkf.pt> wrote: >> Hello. >> >> >> >> I am setting up OTRS against an Active Directory backend for customers. >> >> >> >> The thing is, my AD username is my CustomerID, but, when sending emails, my >> email address is an alias. Is there a way I can specify multiple CustomerID >> for the same user? >> >> >> >> I’ll try to write an example: >> >> >> >> My AD username is nneves . So, my email address is nneves(a)pkf.pt >> >> >> >> But I use an alias nuno.miguel.neves(a)pkf.pt >> >> >> >> Is there a way I can say that if I receive an email with a request from >> nuno.miguel.neves(a)pkf.pt, it should stay in nneves(a)pkf.pt queue, so that >> when I login as a customer, I can see all my requests? >> >> >> >> Thank you, >> >> >> >> Nuno Miguel Neves >> >> Partner >> >> PKF Sistemas de Informação, S.A. >> >> Edificio Atrium Saldanha l Praça Duque de Saldanha, nº1 4º Piso H l 1050-094 >> Lisboa l Portugal >> >> Tel: +351 213 182 720 l Fax: +351 213 146 114 l Tlm: + 351 964 803 152 >> >> email: nuno.miguel.neves(a)pkf.pt l http://www.pkf.pt >> >> >> >> >> >> A PKF – Sistemas de Informação,SA é membro da PKF International Limited, uma >> associação de sociedades membro legalmente independentes, a qual não aceita >> quaisquer responsabilidades pelos actos ou omissões de qualquer sociedade ou >> sociedades membro. Uma qualquer sociedade membro não aceita quaisquer >> responsabilidades pelos actos ou omissões de qualquer outra sociedade ou >> sociedades membro. >> >> PKF – Sistemas de Informação,SA is a member of PKF International Limited, an >> association of legally independent member firms which does not accept any >> responsibility or liability for the actions or inactions on the part of any >> individual member firm or firms. Individual member firms do not accept >> responsibility or liability for actions or inactions on the part of any >> other individual member firm or firms. >> >> >> >> Este e-mail pode conter informação privilegiada e confidencial. Se não é o >> destinatário pretendido, não deve copiar ou distribuir este e-mail. Se >> recebeu este e-mail por engano, por favor notifique imediatamente o >> remetente. Deve certificar-se que este e-mail e os seus anexos não se >> encontram infectados por vírus. O envio de e-mails não é um meio de >> comunicação completamente seguro. Apelamos a que reconheça essa falta de >> segurança e que tome todas as precauções necessárias quando comunicar >> connosco via e-mail. >> >> A PKF reserva-se do direito de ler sem pré-aviso qualquer e-mail e >> respectivos anexos que nos sejam enviados. >> >> This e-mail may contain privileged and confidential information. If you are >> not the intended recipient, you must not copy or distribute it. If you have >> received this e-mail in error, please notify the sender and delete the >> e-mail immediately. You should ensure that this e-mail and any attachments >> are virus free. E-mail is not a 100% secure communications medium. We advise >> that you understand this lack of security and take any necessary measures >> when e-mailing us. >> We reserve the right to read any e-mail or attachment entering or leaving >> our systems from any source without prior notice. >> >> >> >> --------------------------------------------------------------------- >> 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/ >> > --------------------------------------------------------------------- > 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/ > > =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= > > SISTEMA DE ANTI-VIRUS e FILTRAGEM DE CONTEUDOS DE E-MAIL > PKF > > Esta mensagem for verificada pelo sistema de Controlo de > Anti-Virus e Filtragem de Conteudos de mensagens de E-Mail. > Embora nao tenha sido detectado qualquer virus no seu conteudo, > aconselha-se atencao especial aos ficheiros em anexo que > possam existir. > > =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= > > > > --------------------------------------------------------------------- > 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/ -- ------------------------------------------------ Broderick Wood HelpDesk Co-Ordinator Technical Services Team #205 Athabasca Hall Department of Computer Science The University of Alberta Edmonton, AB T6G 2E8 (780) 492-5018

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Re-open Phone ticket
by Pradumna Maheshwari 15 Oct '10

15 Oct '10

Hello, How can Customer re-open the ticket that is raised by Agent on his behalf (i.e. Phone ticket) ? As this ticket is not listed in the Customer ticket list, how to proceed ? thanks..... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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problem when composing mail to customer
by PREF31 OTRS 15 Oct '10

15 Oct '10

Hi, When I compose a mail to a customer, I don't want to send a copy to the PostMaster Mail Account. I search in Sysconfig and I find this option "Ticket::Frontend::ComposeExcludeCcRecipients" in "Ticket -> Frontend::Agent::Ticket::ViewCompose" but changing this option in Yes or No don't change the bcc when OTRS compose a mail. Where can I configure this option ? Also I want a response without signature for a queue and a response with signature for another queue. I find the "ResponseFormat" in "Ticket -> Frontend::Agent::Ticket::ViewCompose" but it's the same for all the queues. So I can't delete the $QData{"Signature"}. I try to configure the queues with no signature but a signature is required when I configure a queue and a signature can't be empty. How can I proceed ? Thanks and regards Claude

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RuntimeDB vs. StaticDB for full text search
by Hugh Kelley 14 Oct '10

14 Oct '10

My OTRS 3.0 system was set to RuntimeDB for Ticket::IndexModule. As a result, my searches on ticket number returned no results. Is this expected? It looks like %FieldSQLMapFullText is missing an element for ticket number. my %FieldSQLMapFullText = ( From => 'art.a_from', To => 'art.a_to', Cc => 'art.a_cc', Subject => 'art.a_subject', Body => 'art.a_body', ); I've changed it StaticDB for now and the results are as expected. http://doc.otrs.org/3.0/en/html/c3210.html#performance-tuning-otrs-index

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Move queues without being ticket owner?
by Hugh Kelley 14 Oct '10

14 Oct '10

Is there a sysconfig option that would allow a manager to change ticket queues without being an owner (we don't use the responsible feature)? Currently we get this message from the AgentTicketMove module: "Sorry, you need to be the owner to do this action!" The scenario is this: Bob manages the server team, Fred is an engineer on Bob's team. The server team has two queues with different escalation criteria. These are called "break/fix" and "project". Bob is doing an open ticket review and notices that a ticket he has assigned to Fred is really more of long-term project than a break/fix event and is causing too many escalation alerts. He wants to move it to the project queue, preferably without having to take ownership from Fred and then reassign it. Of course, Bob and Fred have full permissions in both queues. Are there any easy ways to facilitate this? I looked at AgentTicketMove.pm and see the call to OwnerCheck(). I suppose I could add some sort of additional access checks before returning the error - but I'd rather use SysConfig. Hugh

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Register custom module in OTRS
by Rui Francisco 14 Oct '10

14 Oct '10

Hi, We are in the process of developping a custom module to OTRS to simply reopen the ticket in agent interface. Both modules (HTML for menu and system for the functionality) are written . The menu link in the ticket shows properly with correct parameters. The problem exists when i press the link of the menu and gives the following error : ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Oct 14 15:54:15 2010 Message: Module Kernel::Modules::AgentTicketReopen not registered in Kernel/Config.pm! Traceback (27682): Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 684 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 In the kernel/config.pm i putted the following configurations : # for ticket zoom menu $Self->{'Ticket::Frontend::MenuModule'}->{'990-Reopen'} = { 'Action' => 'AgentTicketreopen', 'Module' => 'Kernel::Output::HTML::TicketMenuReopen', 'Name' => 'Reopen' }; # for ticket preview menu $Self->{'Ticket::Frontend::PreMenuModule'}->{'990-Reopen'} = { Action => 'AgentTicketReopen', Module => 'Kernel::Output::HTML::TicketMenuReopen', Name => 'Reopen' }; # modulo para reabrir tickets $Self->{'Kernel::Modules'}->{'990-Reopen'} = { Action => 'AgentTicketReopen', Module => 'Kernel::Modules::AgentTicketReopen', Name => 'Reopen' }; What else is missing ? Thank you in advance Rui -- Rui Francisco Infraestruturas Aplicacionais | Applicational Infrastructures FCCN Av. Brasil,nº 101 1700-066 Lisboa - Portugal Telefone|Phone: +351 218440100; Fax: +351 218472167 http://www.fccn.pt ----------------------------------------------------- Aviso de Confidencialidade Esta mensagem é exclusivamente destinada ao seu destinatário, podendo conter informação CONFIDENCIAL, cuja divulgação está expressamente vedada nos termos da lei. Caso tenha recepcionado indevidamente esta mensagem, solicitamos-lhe que nos comunique esse mesmo facto por esta via ou para o telefone +351 218440100 devendo apagar o seu conteúdo de imediato. This message is intended exclusively for its addressee. It may contain CONFIDENTIAL information protected by law. If this message has been received by error, please notify us via e-mail or by telephone +351 218440100 and delete it immediately.

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CI's classes and sub-classes view
by Leonardo Certuche 14 Oct '10

14 Oct '10

Hello there, When building a large CMDB, it's neccesary to create sub-classes inside classes. Since OTRS creates sub-queues and sub-services on database using the parent::child syntax, it's easy to think the way sub-classes on CIs should be done the same way so we created a Servers class and then Servers::Windows and Server::Unix sub-classes. All good till then but unfortunately when watching them on otrs/index.pl?Action=AgentITSMConfigItemall of them are shown on the same level, which is a bit of a pain when dealing with a huge structure as our current customer's one. Is there a way of showing sub-classes on Configuration Items like sub-queues are shown? Any help on this is much appreciated. Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Link to reopen a ticket
by Pradumna Maheshwari 14 Oct '10

14 Oct '10

Hello, I want to give a link in Survey, so that Customer can re-open the ticket. I tried this : <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerTicketZoom&TicketID=<OTRS_TICKET_ID> but not working. It is giving error : "Message: No Permission! " What to do..? Thanks... Pradumna Maheshwari =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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