February 2010 - otrs - OTRS mailing lists

Email ticket feature gone?
by Duggen, Kim Nena ( USO ) 25 Feb '10

25 Feb '10

Dear all, after wanting to update our OTRS to Version 2.4 I checked the demo system on the webpage of OTRS. On this demo the feature Email ticket seems to be missing. Please tell me, if this feature is not available anymore or if the demo is buggy. Thanks in advance. Mit freundlichen Grüßen/Best regards STADTWERKE FLENSBURG GMBH Kim Nena Duggen Unternehmenssteuerung - Organisation Batteriestr. 48, 24939 Flensburg Tel.: 0461/487-1713 Fax: 0461/487-2713 eM@il: kim.duggen(a)stadtwerke-flensburg.de Internet: www.stadtwerke-flensburg.de <http://www.stadtwerke-flensburg.de/> Sitz der Gesellschaft: Flensburg, Amtsgericht Flensburg HRB1283 Geschäftsführer: Dipl.-Kfm. Matthias Wolfskeil (Vorsitzender) Vorsitzender des Aufsichtsrates: Peter Köhler

2 1

How to split quotes in html format
by Christof Surmann 25 Feb '10

25 Feb '10

Hi, we have recently upgraded to 2.4.7 and activated the WYSIWYG html email support. However, I did not find a way to split quoted emails in my reply which makes it difficult to answer emails including several questions. Obviously it is possible to remove the complete quote, but we would like to insert unquoted answers between the quoted original text. Any suggestions how to do so? We have deactivated html email support for the moment and work with plain text as before. Thanks, Christof ********************************************************************** LaVision GmbH, Anna-Vandenhoeck-Ring 19, D-37081 Goettingen, Germany Tel: +49 (0)551 9004-0, Fax: +49 (0)551 9004-100 Geschäftsführer / Man. Directors: Dr. Heinrich Voges, Bernhard Wieneke Amtsgericht / Trade Register Goettingen, HRB 1866 **********************************************************************

1 0

Re: [otrs] Customer with multiple IDs, too much IDs
by Alessandro Cortiana 25 Feb '10

25 Feb '10

> 2) follow the "Customer with multiple IDs" procedure 2 or 3 times adding > other "customer_ids" rows (customer_ids1, customer_ids2, customer_ids3) I tried to do this but it does not work. Let me know if you have better ideas... Thanks Alessandro Cortiana

1 0

Draft implementation
by Martignier, Philippe 25 Feb '10

25 Feb '10

Hi there, Just to know if I am the only admin to receive that request: All my agents (different departements) ask for a draft feature ala outlook .... I told them to use two workaround: 1) right click on the icon of their choice, go on with the new window and come back to the previous one to finish their work 2) copy the unfinished text and paste it in a note Both solutions are not perfect ... Am I the only one to encounter that request? Has OTRS planned to develop such a feature? Thanks for any response Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

1 0

PostmasterFollowUpSearchInBody: Multible ticketreferences - multible followups?
by Fürtbauer Wolfgang 25 Feb '10

25 Feb '10

Dear all, i have activated PostmasterFollowUpSearchInBody which works fine for 1 ticket reference Follow-up is created as expected! Is it possible to add more than one ticket reference in the body in order to get the mail as Follow-up to all of the referenced tickets? eg in Ticket body: <snip> some text ... ... [ Ticket#: 100002692 ] [ Ticket#: 100002418 ] [ Ticket#: 100000577 ] </snap> shall add the message to all three tickets We are runninging on 2.4.7 BR Wolfgang Fürtbauer Head of IT ASAMER Holding AG Unterthalham Strasse 2 4694 Ohlsdorf tel fax mobile w.fuertbauer(a)asamer.at www.asamer.at This message is confidential. It may not be disclosed to, or used by, anyone other than the addressee. If you receive this message by mistake, please advise the sender.

1 0

Customer with multiple IDs, too much IDs
by Alessandro Cortiana 24 Feb '10

24 Feb '10

I have another question about OTRS. We have a lot of customers and we implemented the function "Customer with multiple IDs" described here http://doc.otrs.org/2.4/en/html/x1801.html The problem is that we need to assign a lot of customer ids to a customer user and the textbox is too short. I need to insert more or less 600 characters in the CustomerIDs textbox. I also checked the customer_user table in the database and the field type of the row "customer_ids" is varchar(250) so it is not possible to insert more than 250 characters. I have these ideas: 1) altering the field type of the "customer_ids" row setting it to varchar(1000) 2) follow the "Customer with multiple IDs" procedure 2 or 3 times adding other "customer_ids" rows (customer_ids1, customer_ids2, customer_ids3) Do you have better ideas? If not, what do you suggest? Thanks, Alessandro Cortiana

1 0

Sun Directory Server (LDAP) integration with OTRS 2.4.7
by Deniz Rende 24 Feb '10

24 Feb '10

Hello, I've been trying to figure out how to integrate our company ldap with OTRS 2.4.7 . Here is what I did so far that did not give me any results: 0) Installed Net::LDAP Module 1) From Admin -> SysConfig 2) Search for LDAP 3) Frontend::Customer::Auth 4) Edited the Following: - Customer::AuthModule::LDAP::Host (instead of default I added our ldap server) - Customer::AuthModule::LDAP::BaseDN (entered o=.....,o......) - Customer::AuthModule::LDAP::UID (left the default as UID) - Customer::AuthModule::LDAP::GroupDN (instead of the default I entered our cn, ,our ou=staff, our o's....) - Customer::AuthModule::LDAP::AccessAttr (left is as memberUid) 5) Created a test user in our ldap, and made sure that It was created (ldap searches from servers returned just fine) 6) Restarted the Apache server. 7) Tried to login with my testuser in https://otrshost/otrs/customer.pl and the login failed. Tried to get the password, but otrs informed me no such user... What else needs to be done for ldap integration? Do I need to go back to /opt/otrs/Kernel/Config.pm and add things or do the Web GUI method is enough? Here is what I am using Solaris 10 X86 Perl 5.10 Apache2 with SSL OTRS 2.4.7 check.Modules returns ok -- Deniz Rende E-mail: deniz.rende(a)gmail.com Phone: +1 (224) 789-UNIX (8649) Mobile: +1 (816) 213-2139 Web: http://www.deniz-rende.com/blog

2 1

How to discount the pending/close time from the solution time
by Estevam Viragh 24 Feb '10

24 Feb '10

Hi list, Perhaps I'm not doing it right but I'm trying to find a way to have the solutiontime discounting the time when the ticket stood on pending and also the time when it stood as closed. Below you have 1) Report Result and 2) Ticket_History query for this very ticket. Any clue anyone!?!?! Thx so much in advance. Ticket# Created Close Time Priority CustomerID SLA FirstResponse FirstResponseInMin SolutionTime SolutionInMin 1010 24/02/2010 11:12 24/02/2010 12:17 3 Normal IT P2 - 4hs 24/02/2010 11:45 33 24/02/2010 12:17 65 Ticket_History.id Ticket_History. Create_Time Ticket_History.Name Ticket_Status.Name Ticket_History_Type.Name 174 2010-02-24 11:36:02.467 %%new%%open%% open StateUpdate 181 2010-02-24 11:52:25.780 %%open%%pending auto close+%% pending auto close+ StateUpdate 185 2010-02-24 11:55:46.933 %%pending auto close+%%open%% open StateUpdate 189 2010-02-24 11:56:09.513 %%open%%closed successful%% closed successful StateUpdate 193 2010-02-24 12:08:23.937 %%closed successful%%open%% open StateUpdate 196 2010-02-24 12:09:19.267 %%open%%closed successful%% closed successful StateUpdate 198 2010-02-24 12:11:29.313 %%closed successful%%pending auto close+%% pending auto close+ StateUpdate 202 2010-02-24 12:16:48.423 %%pending auto close+%%open%% open StateUpdate 205 2010-02-24 12:17:00.827 %%open%%closed successful%% closed successful StateUpdate Regards / Saludos / Cordialmente, Estevam Viragh Technology Manager +55 11 4501-9426 T +55 11 4501-9436 F +55 11 7605-4538 M estevam.viragh(a)sitel.com <mailto:estevam.viragh@sitel.com> Sitel Achilles Orlando Curtolo, nº 499 Barra Funda - São Paulo 01144-010 Brasil +55 11 4501 940 www.sitel.com <http://www.sitel.com/> P Please consider the environment before printing this mail. **CONFIDENTIAL NOTICE** This e-mail and any files transmitted with it may contain PRIVILEGED or CONFIDENTIAL information and may be read or used only by the intended recipient. If you are not the intended recipient of the e-mail or any of its attachments, please be advised that you have received this e-mail in error and that any use, dissemination, distribution, forwarding, printing, or copying of this e-mail or any attached files is strictly prohibited. If you have received this e-mail in error, please immediately purge it and all attachments and notify the sender by reply e-mail.

1 0

Delete attachment of incoming mail
by Martignier, Philippe 24 Feb '10

24 Feb '10

Hi there, I come back with one of my request but with a proposition I want to use the Ticket::Frontend::MenuModule###460-Delete Not to delete the ticket but delete all attachments I saw in the API doc that line: ArticleDeleteAttachment() delete all attachments of an article $TicketObject->ArticleDeleteAttachment( ArticleID => 123, UserID => 123, ); How should I modify the code in order to have this function ... I have one department saying they don't want to use OTRS because of that feature missing, so it is really IMPORTANT for me to solve that quickly :) (defending part of my job :) MANY THANKS Bye Phil Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

1 0

Re: [otrs] importing customer users from a csv file
by Alessandro Cortiana 24 Feb '10

24 Feb '10

ciao Marco, > The problem with a trial that I made is with the password of the user > created... (could be solved with the Lost your password? from the > customer.pl ?) In my environment there is no password problem. I can temporarily set a default password and I can instruct the customer to change the password on first login. > insert into customer_user > (login,email,customer_id,first_name,last_name,valid_id,create_time,create_by,change_time,change_by) > values ('prova', 'prova(a)prova.it', 'prova', 'p', 'p', 1, sysdate(), 1, > sysdate(), 1) I did a test to try to understand what database modifications are made when I add a customer user. I found modifications in two tables: customer_users -> one row customer_preferences -> many rows Doing an insert like you propose is enough? Or I also have to insert entries on the customer_preferences table? Thanks, Alessandro Cortiana

2 1