February 2010 - otrs - OTRS mailing lists

Oracle database backend
by Jose Luis Spahr 08 Feb '10

08 Feb '10

Hi List, Is anyone using Oracle as the backend database? I am having problems with the Stats module/icon under the Agent login site. This is the error I get: Software error: Can't locate object method "GetObjectName" via package "Kernel::System::Stats::Static::StateAction" at ../..//Kernel/System/Stats.pm line 2234. referer: http://otrs/otrs/index.pl?Action=AgentDashboard Any help here would be greatly appreciated. Thanks! Jose Luis Spahr

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Tickets FreeText fields
by João Zorro 08 Feb '10

08 Feb '10

Hi, I need to add some extra fields to tickets. I tried to use "TicketFreeText" fields but I need the input control to be a textbox and not a dropdown. It is possible to do this? Tanks in advance and I appreciate any help. João Zorro Managed Services ............................................................................................................. Novabase Av. D. João II, Lote 1.03.2.3 . Parque das Nações 1998-031 Lisboa - Portugal Tel. (+351) 213 836 300 . Fax (+351) 213 836 301 www.novabase.pt<http://www.novabase.pt> [cid:image001.gif@01CAA8DB.C168DE60]

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AgentTicketPhoneNew - Default Queue
by Johannes Grimm 08 Feb '10

08 Feb '10

Hi List, sorry for the double posting!! is there a possibility to have a preselected queue in the TO field, while creating a new telephone or email ticket?? I have already reviewed all the sysconfig ticket objects, but i cannot find such an option. regards johannes

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Best way to close tickets automatically
by Marretta, Rosanna 08 Feb '10

08 Feb '10

Hi I'm looking for the best way to close tickets automatically if they are sitting in a certain status, i.e. pending or awaiting response. If we have not heard back from the user within 2 days we would like the call to be automatically closed and a response sent out to them, is this possible. Rosanna Marretta Analyst Programmer YRC Logistics Limited Unit 1, Alpha Way Thorpe Industrial Park Egham, Surrey TW20 8RZ United Kingdom Direct Tel: +44 (0) 1784 480136 Email: Rosanna.Marretta(a)YRCLogistics.com <mailto:Rosanna.Marretta@YRCLogistics.com> Website: www.YRCLogistics.com <http://www.yrclogistics.com/> Subscribe to our News Feed: www.yrclogistics-rss.info <http://www.yrclogistics-rss.info/> Directions: www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10000&icon =x <http://www.multimap.com/map/browse.cgi?lat=51.4169&lon=-0.5289&scale=10 000&icon=x> Company Registration Number: 2773769 ________________________________ Except as otherwise agreed in writing, signed by a director of YRC Logistics, all storage, picking and packing services are carried out subject to the United Kingdom Warehousing Association's conditions of contract current at the time of contract (UKWA) and all other services provided by YRC Logistics are provided subject to the British International Freight Association's standard trading conditions current at the time of contract (BIFA). Hyperlinks to the current UKWA & BIFA conditions are included at the foot of this email. Your attention is specifically drawn to the limitations of liability in respect of loss or damage contained in those conditions. Consequentially, customers should notify their own insurers to ensure that adequate insurance cover is in place in connection with any services provided by YRC Logistics. http://www.bifa.org/DocFrame/DocView.asp?id=235&sec=-1 <http://www.bifa.org/DocFrame/DocView.asp?id=235&sec=-1> http://www.ukwa.org.uk/cmfiles/28/Conditions%20of%20Contract%202007.pdf <http://www.ukwa.org.uk/cmfiles/28/Conditions%20of%20Contract%202007.pdf >

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Adding CustomerID column to 2.4 dashboard lists
by John Murray 08 Feb '10

08 Feb '10

The new dashboard feature of 2.4 is very cool, but we wanted to see customer information about listed tickets. Here's how I added a column to do this. Amended Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl as follows: In dtl:block:ContentLargeTicketGenericRow section, add the following before the "Time" TD element: <td width="10%"> <a href="$Env{"Baselink"}Action=AgentTicketCustomer&TicketID=$QData{"TicketID"} " onmouseover="window.status='$JSText{"Customer history"}'; return true;" onmouseout="window.status='';"> <div title="$QData{"CustomerUserID"}">$QData{"CustomerID","15"}</div> </a> </td> A few lines later in the dtl:block:ContentLargeTicketGenericNone block increase the colspan from 3 to 4. I hope this is useful to others. John Murray George James Software 42-44 High Street Shepperton TW17 9AU United Kingdom Registered in England number 2568792 +44-1932-252568 www.georgejames.com

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Last ArticleID number in notification event
by Gatti Luca 08 Feb '10

08 Feb '10

Hi all. We needed the possibility to use the last ArticleID number in ticket in notification email. So we added the following lines in NotificationEvent.pm after "# prepare customer realname" section. my @AllArticleIDs = $Self->{TicketObject}->ArticleIndex( TicketID => $Param{TicketID}, ); my $LastArticleID = $AllArticleIDs[$#AllArticleIDs]; $Notification{Body} =~ s/<OTRS_ARTICLE_ID>/$LastArticleID/gi; Now, the tag <OTRS_ARTICLE_ID> is replaced with the last ArticleID and it's possible send a notification email to the customer with a link to the latest email exchanged. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>cus tomer.pl?Action=CustomerTicketZoom&TicketID=<OTRS_TICKET_ID>&ArticleID=< OTRS_ARTICLE_ID>#<OTRS_ARTICLE_ID> Hoping that can be useful.... Bye -------------------------------------------------------- Luca Gatti ICT System Administrator LGatti(a)bindagroup.com tel +39 02 39245.380 fax +39 02 39245.200 Via Montefeltro, 4 - 20156 Milano - Italy bindagroup.com -------------------------------------------------------- This e-mail and any file transmitted with it may contain material that is confidential and for the sole use of the intended recipient. If you are not the intended recipient of this e-mail, please do not read this e-mail and notify us immediately by reply e-mail and then delete this message and any file attached from your system. Any other use is prohibited. Il presente messaggio di posta elettronica e ogni eventuale documento a quest'ultimo allegato potrebbe avere carattere riservato ed e ad esclusivo utilizzo del destinatario indicato in indirizzo. Qualora non foste il destinatario del presente messaggio per cortesia avvisateci immediatamente tramite posta elettronica e cancellate il presente messaggio e ogni documento ad esso allegato dal Vostro sistema. Ogni altro uso e proibito.

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SLA 'pause" time
by Nikolay Lilov 08 Feb '10

08 Feb '10

Hello everybody, I'm using OTRS 2.4.5 and everything works fine. I just need to pause the time in a SLA when a ticket is not on our side and when the ticket is back to continue counting the time. If it's not possible, please give some ideas. Thank you very much! Best wishes

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Delete attachments from the admin menu error
by Dennis Feijen 07 Feb '10

07 Feb '10

Hello all, We've installed OTRS 2.4.6 on Fedora and works fine, but after a while I added some attachement via the admin menu and assigned it to the default empty answer. But now if I want to delete this attachement, I got the following error: Error: Invalid Challenge Token! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Thu Feb 4 17:13:22 2010 Message: Invalid Challenge Token! Traceback (14212): Module: Kernel::Output::HTML::Layout::ChallengeTokenCheck (v1.176.2.14) Line: 1328 Module: Kernel::Modules::AdminAttachment::Run (v1.21) Line: 133 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 Any idea, what could be happen, maybe permission problems? Any help is welcome! -- Met vriendelijke groet/kind regards, Dennis Feijen

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Dashboard: how to add phone-ticket to menu bar?
by Chris Kurtz 06 Feb '10

06 Feb '10

Centos 5.3, Apache 2, OTRS 2.4.5 Everyone who uses OTRS is both an agent and a customer, and we all login to the agent interface. When users initially login and see the dashboard, they get the standard dashboard buttons (logout, dashboard, ticket, preferences etc) but nothing to the right of the dividing line. If they hit "ticket" they see the QueueView and four new buttons appear to the right of the dashboard buttons - "QueueView, Phone-Ticket, Email-Ticket, Search" Users really really want to see those ticket shortcuts (Phone-Ticket, particularly) when they are viewing the dashboard. Is this a CSS change, or is there some config option? ...Chris -- Chris Kurtz, chk(a)mars.asu.edu Systems Manager Mars Space Flight Facility Arizona State University

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Re: [otrs] AD Synch
by Sune T. Tougaard 05 Feb '10

05 Feb '10

If this by any chance is for the customer part (it's a big install if you have 3000 agents, I think), perhaps the following may be helpful. By "No user data" it could mean that some info that is required in the OTRS DB is not available in the AD/LDAP lookup. So one thing to check, I guess, would be if the AD is populated with the needed data. In my setup I think that the only parts "required" for the customer part are Login, Email and CustomerID. In my Customer Authentication part of the config, I have those fields mapped as follows: # 'var', 'frontend', 'storage', shown, required, 'storage-type' [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], So, in my AD, if I have empty "sAMAccountName" or "mail" fields, I would get the "No user data" error when logging in. Also, I believe that the UID must be set to "sAMAccountName", the default is UPN as far as I recall. Your otrs log may give your hints to what may be missing or going wrong. Perhaps you could show us the authen part of your config, that could help. It's been a while since I was last deep in otrs, so I may be using an older version. Dunno if all this applies to yours. I may also be totally off track, it was setup years ago. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Holder Sent: 05 February 2010 00:16 To: User questions and discussions about OTRS. Subject: Re: [otrs] AD Synch Hi Troy, AFAIK agents are authenticated against OTRS's database, but the information for those accounts is first probed in the LDAP directory. If you're getting a "panic no user data!" when logging in as a agent, the information isn't being synced to OTRS's database. Have you implemented the following code: # agent data sync against ldap $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host <LDAP::Host> '} = 'ldap://ldap.example.com/ <ldap://ldap.example.com/> '; $Self->{'AuthSyncModule::LDAP::BaseDN <LDAP::BaseDN> '} = 'dc=otrs, dc=org'; $Self->{'AuthSyncModule::LDAP::UID <LDAP::UID> '} = 'uid'; $Self->{'AuthSyncModule::LDAP::SearchUserDN <LDAP::SearchUserDN> '} = 'uid=sys, ou=user, dc=otrs, dc=org'; $Self->{'AuthSyncModule::LDAP::SearchUserPw <LDAP::SearchUserPw> '} = 'some_pass'; $Self->{'AuthSyncModule::LDAP::UserSyncMap <LDAP::UserSyncMap> '} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; [...] # AuthSyncModule::LDAP::UserSyncInitialGroups <LDAP::UserSyncInitialGroups> # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups <LDAP::UserSyncInitialGroups> '} = [ 'users', ]; If you haven't implemented the above, do so and let us know how you get on. If you get compeltely stuck I can send you a blank config from my current OTRS setup, which I have e-mailed to several people already to help them resolve their AD sync/access issues. Regards, David Troy Shafer wrote: I have searched and searched but can't seem to find the answer. So i setup the Config.pm to use AD authentication.. then of course i got the Panic! No user data! error. We have over 3,000 employees. I'm not going to sit here and create an account for each of them. I do have it searching AD successfully and autheniticating against AD. I've seen examples of user synchronization on the web and everytime i try those code in the config file and restart apache i can't login to otrs with an AD account or root@localhost. Essentially i'm looking for the code that will allow authentication against AD without the user needing to be in the otrs db... or.. When authenticated against AD the user is automatically created in the OTRS DB.. or some variation that doesn't need me to create 3000 accounts by hand. -Troy _____ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs <http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs <http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ <http://www.otrs.com/en/support/enterprise-subscription/>

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