November 2010 - otrs - OTRS mailing lists

Re: [otrs] Unable to send agent notifications
by Marco Vannini 18 Nov '10

18 Nov '10

Are you using sendmail or smtp to send? Could be a problem of "bare lf" ? Il giorno 18/nov/2010 02:25, "Mikola Rose" <mrose(a)power-soft.com> ha scritto: Does anyone know why I otrs would have issues with sending notifications? Wed Nov 17 17:14:18 2010 notice OTRS-CGI-10 Sent agent 'OwnerUpdate' notification to '*****(a)power-soft.net'. Wed Nov 17 17:14:18 2010 error OTRS-CGI-10 Can't send message: 550Start mail input; end with <CRLF>.<CRLF> Mik --------------------------------------------------------------------- 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

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Is it possibile to block ticket reopening?
by Luca Maranzano 18 Nov '10

18 Nov '10

Hello all, we are currently using Otrs 2.3.4 and planning the upgrade to the 3.0. In our current setup, it is possible for an agent to close a ticket which has already been closed. Is it possibile to prevent this operation? this is a problem for us, since it breaks the time counting and the SLA associated with the particular queue. Thanks in advance. Kind regards, Luca

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logging change of ticket title in ticket history
by Alexander Halle 18 Nov '10

18 Nov '10

Hi, does someone know why chanigng the ticket title isn't logged in the ticket history ? I'm not sure whether I should report this as bug or feature request. Usally OTRS documents the whole life of a ticket to be on the safe side. IMHO changing the ticket title is a critical action since a wrong title (wrong content, not typing errors) could lead to a wrong handling of the ticket. Thanks in advance Alexander -- radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123

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Problem with Active Directory
by ckyony 18 Nov '10

18 Nov '10

Dear All, I have otrs 2.4.9 installed on Ubuntu 10.04. I'd like to authenticate my customers using Active Directory installed on Windows 2003. I read a couple of templates as well as the admin manual but I failed so far. Any help will be much appreciated. --My config.pm package Kernel::Config; sub Load { my $Self = shift; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # $Self->{'Database'} = 'otrs'; $Self->{'DatabaseUser'} = 'otrs'; $Self->{'DatabasePw'} = 'xxxxxxxxxxx'; $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; $Self->{Home} = '/opt/otrs'; # --------------------------------------------------- # # customer authentication settings # # (enable what you need, auth against otrs db, # # against a LDAP directory, against HTTP basic # # authentication and against Radius server) # # --------------------------------------------------- # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '172.18.20.2'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=mydomain,dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=Domain Users,ou=Old Groups,ou=Somkhele,dc=mydomain,dc=local'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # for non ldap posixGroups objectclass (full user dn) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=helpdesk,ou=Service_accounts,ou=global,dc=mydomain,dc=local'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxxxxxxx'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => '172.18.20.2', # ldap base dn BaseDN => 'ou=,o=csuh', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=help_desk,ou=Service_accounts,ou=global,dc=mydomain,dc=local', UserPw => 'xxxxxxxxxx', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # # die if backend can't work, e. g. can't connect to server # Die => 1, # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'sAMAccountName', CustomerUserListFields => ['cn', 'sAMAccountName'], CustomerUserSearchFields => ['uid', 'cn', 'sAMAccountName'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['sAMAccountName'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, # cache time to life in sec. - cache any ldap queris CacheTTL => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'acs-help01.mydomain.local'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = 'admin(a)mydomain.ac.za'; $Self->{'DefaultCharset'} = 'utf-8'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# 1;

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problem with convert email in tickets
by DM_Julio Angulo 18 Nov '10

18 Nov '10

Hi, I wonder if anyone has or knows of a tutorial on how to properly configure the email administrator account as I've tried various settings and I only get the message: [Wed Nov 17 09:50:06 2010][Error][Kernel::System::Priority::PriorityLookup][287] No Priority for 3 normal found! [Wed Nov 17 09:50:06 2010][Error][Kernel::System::Ticket::TicketCreate][405] No PriorityID (invalid Priority Name?)! [Wed Nov 17 09:50:06 2010][Error][Kernel::System::MailAccount::POP3::_Fetch][169] POP3: Can't process mail, see log sub system (C:/OTRS/OTRS/var/spool/problem-email-336a672b1019a24c805fe059a0559d51, report it on http://bugs.otrs.org/) any help would be greatly appreciated. Julio Cesar Angulo Quiroz Telf.: 997066155

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Unable to send agent notifications
by Mikola Rose 18 Nov '10

18 Nov '10

Does anyone know why I otrs would have issues with sending notifications? Wed Nov 17 17:14:18 2010 notice OTRS-CGI-10 Sent agent 'OwnerUpdate' notification to '*****(a)power-soft.net'. Wed Nov 17 17:14:18 2010 error OTRS-CGI-10 Can't send message: 550Start mail input; end with <CRLF>.<CRLF> Mik

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Help needed
by Silver springs 17 Nov '10

17 Nov '10

Hi Can anybody let me know how to generate a report in OTRS ? My requirement is to generate a report of all the open tickets across all the queues. I clicked Stat module and I tried by creating a new report . After its done, it just shows me the template but I could not see any data in it. Though I select CSV or Print format, I could not see any data in it. Please help. Thanks Winter.

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When will there be a compatible OTRS::ITSM for OTRS 3.0.X?
by Rodney McDuff 17 Nov '10

17 Nov '10

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Get ticket time
by Eloy Coto Pereiro 17 Nov '10

17 Nov '10

Hi, I have new OTRS3, I like to check that it's possible to change the right panel of AgentTicketZoom(Ticket information). This panel have this information: Type: State: new Locked: unlock Priority: Queue: Service: Service Level Agreement: First Response Time: Update Time: Solution Time: CustomerID: Accounted time: Owner: This information is excellent, but in my case I have one state exclude from solution time (Waiting for the client), for the stats I don't have problem, programing new script to parse (ticket_history) and don't have problems but I want it if it will be possible delete states from SolutionTime function to see correctly in Ticket Information Panel. Any help? Kind Regards

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Creating dashlet to show "My Tickets" to agents (OTRS v3.0.1)
by Mark Shepard 17 Nov '10

17 Nov '10

Hello - I'm attempting to create a "My Tickets" view for the agents that will show only tickets where the logged-in agent is the owner. I've attempted to do this by creating an extra dashlet in /opt/otrs/Kernel/Config/Files/MyTicket.xml, using "Attribute: OwnerIDs=1;OwnerIDs=1" as a test. (The double entry is due to what I understand to be a known bug - referenced at http://forums.otrs.org/viewtopic.php?f=53&t=6351.) Currently, while the dashlet was successfully created and I see the filter set correctly under "My Queues", under "Locked Tickets" it still shows an owner other than OwneriDs=1, and under "all" it still shows all tickets (regardless of owner). Ultimately, I'd like change the hard-coded OwnerIDs=1 to something dynamic (e.g., OwnerIDs=$Self->{UserID}), but am unclear how this might be possible. Any thoughts? Thanks, Mark

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