February 2010 - otrs - OTRS mailing lists

Stats - Number of calls / emails before closure
by Prince Chavez 10 Feb '10

10 Feb '10

2 2

difference in phone and email tickets
by manish ramteke 10 Feb '10

10 Feb '10

Hi, In which cases one would need to chose between phone ticket and email ticket.What's the major difference between these two. Regards, Manish Ramteke

4 6

Different sender e-mail adres for different queques
by Aleksander Walesa 10 Feb '10

10 Feb '10

Hi everyone, We are facing problem with default config of OTRS - we are supporting different companies with our system. OTS is checking different e-mial accounts (in customer's e-mail systems) and placing the tickets in proper queues. This is OK, but when we reply to the ticket it always is with sender adders of our e-mail domain. Is there w way to assign different smtp sender address to different queues? - we just want to send emails to customers from theirs e-mial domains. Regards, Alex POLAND

2 1

Fwd: Cron <otrs@lfp101126> $HOME/bin/PostMasterMailbox.pl >> /dev/null
by Martin Wong 10 Feb '10

10 Feb '10

Hi all, I'm getting this error for some reason. Does anyone know what's happening? Begin forwarded message: > 差出人: root@xxxxxx (Cron Daemon) > 日時: 2010年2月10日 22:50:02:GMT+11:00 > 宛先: root@xxxxxx > 件名: Cron <otrs@lfvscp10126> $HOME/bin/PostMasterMailbox.pl > >> /dev/null > > Error in tempfile() using ./XXXXXXXXXX: Could not create temp file ./ > VEcCv5EgfD: Permission denied at /opt/otrs/Kernel/cpan-lib/MIME/ > Tools.pm line 172

2 1

I have a problem with SLA, when i am changing the Times zone to UTC,
by ramana 10 Feb '10

10 Feb '10

Hi Every One, I have a problem with SLA, when i am changing the Times zone to UTC, Can any once give me the solution for this. Normaly my Time zone Asia/Kollata. with this the SLA are working fine. according office hour only. when i am changing to UTC time zone, The SLA is taking non-office hours also. for example :- 9:00 AM to 6:00PM my office hours on *core::time* according to this timings i set SLA, If any user is raise a new ticket at 8:00PM -- this ticket SLA should start from next day 9:00AM to SLA period. The above example is SLA working in Asia/Kollata Time zone. When i changed to UTC Time Zone my OTRS server system and OTRS --> sysconfig-->Framework-->core::time-->Time zone user -->YES. after this changes the customer can Login any country the Date & Time takes from there local system.--- this is fine. but SLA is calulacating the non-office hours For example: SLA is 4 hours. If any customer is raise a new ticket at 7:00PM -- it showing Solution time is 23:00PM. Can any once give me the solution for this. Regards, Ramana

1 0

Display order for Owner Agents in ticket creation screen...?
by Martin Møller 10 Feb '10

10 Feb '10

Hi again. It looks like the Owner field is always populated thusly : UserLastname UserFirstName (UserLogin) Is there a .dtl file og something where I can change this to: UserFirstname UserLastname (UserLogin)? I have already done so with AgentDashboardUserOnline.dtl, but cannot locate this other location.... Regards, /Martin.

1 0

Followup notification
by Guillaume Rehm 10 Feb '10

10 Feb '10

Hi, How to notify on followup a ticket owner by Notification (event) interface ? I would like to notify ticket owner about followup by customer. But I can't select prefered queue for all my agents. And if agent doesn't selected there prefered queues they aren't notify ! Is that why I use Notification (event) to notify them on TicketCreate event. But how to do that on followup ? Do you have an idea how to resolve this problem ? Thanks in advance for all your help. -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

2 1

UPN (User Principal Name) Active Directory logon problem
by Vesa Jylhä 10 Feb '10

10 Feb '10

Hi, I've been managing to configure my OTRS installation to allow users authenticate against Active Directory using their pre win 2000 style account (for example "testperson"). I was wondering would it be possible to use their UPN (User Principal Name) testperson.testing(a)localhost.intra<mailto:testperson.testing@localhost.intra> account to log in? Below is my current configuration, whatkind of changes i should do? My Config.pm: #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'domaincontroller.localhost.intra'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=localhost,dc=intra'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #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=otrsuser,OU=Users,OU=KSRK,DC=localhost,DC=intra'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'domaincontroller.locahost.intra', BaseDN => 'DC=localhost,DC=intra', SSCOPE => 'sub', UserDN =>'CN=otrsuser,OU=Users,OU=KSRK,DC=localhost,DC=intra', UserPw => 'password', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # 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' ], ], }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_ldap_allow_c,OU=Groups,OU=KSRK,DC=localhost,DC=intra'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'

1 0

CSS Theme Won't Apply
by Justin Noel 10 Feb '10

10 Feb '10

I'm using OTRS 2.4.6. I have a theme called GOPS. I have it entered in the database properly. The structure is built properly as follows : /opt/otrs/Kernel/Output/HTML/GOPS /opt/otrs/var/httpd/htdocs/css/GOPS The HTML theme works just fine. Any changes to .dtl files I make in the GOPS directory are reflected in the output. Unfortunately, the css changes will not take effect. When troubleshooting, I see the HTML header is calling the css file at /otrs-web/css/Standard/agent.css instead of /otrs-web/css/GOPS/agent.css How in the world do I get OTRS to use the GOPS css file? The permissions, owner, and group are all set properly (even a little non-restrictive): drwxrwxr-x 6 otrs daemon 4096 Feb 10 02:51 . drwxrwxr-x 6 otrs daemon 4096 Jan 13 11:19 .. drwxrwxr-x 2 otrs daemon 4096 Feb 10 02:51 GOPS drwxrwxr-x 2 otrs daemon 4096 Jan 12 14:58 Lite drwxrwxr-x 3 otrs daemon 4096 Jan 12 14:58 overcast drwxrwxr-x 2 otrs daemon 4096 Jan 12 14:58 Standard [root(a)myserver.com GOPS]# ls -la total 28 drwxrwxr-x 2 otrs daemon 4096 Feb 10 02:51 . drwxrwxr-x 6 otrs daemon 4096 Feb 10 02:51 .. -rw-rw-rw- 1 otrs daemon 8996 Feb 10 02:52 agent.css -rw-rw-rw- 1 otrs daemon 6039 Feb 10 02:51 customer.css

2 1

How to use GenericAgent and brief about fields
by manish ramteke 10 Feb '10

10 Feb '10

Hi, Please suggest how to use Generic Agent (on web interface) and give brief of each related fields. Thanks in advance for help. Regards, Manish Ramteke

1 0