February 2010 - otrs - OTRS mailing lists

How to filter Attachements?
by Markus Moj 23 Feb '10

23 Feb '10

Hey Mailinglist, Is there a possibility to have a filter or an generic agent to filter a specific attachment which is attached everytime by some of our useres e-mail clients!? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Change Age in Ticket view
by Carlos Andres Gallego 23 Feb '10

23 Feb '10

Hi It's posible change the Age in the CustomerTicketOverView, I like to see the creation time in this view. Anyone can help me. Thanks. Cordialmente Carlos Andrés Gallego Analista Mesa de Ayuda EMTELCO S.A. Tel: 389 70 61 - 389 70 00 Ext 14215 Cra 43A # 25 A 69 E-mail: cgallegoa(a)emtelco.com.co <BLOCKED::mailto:cgallegoa@emtelco.com.co> Medellín - Colombia

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how to create two customers
by ramana 23 Feb '10

23 Feb '10

Hi How to create two customer. and how to create different services for both I am using orts 2.4.5 regards, ramanachary

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Pending auto close
by Nuno Ranito 23 Feb '10

23 Feb '10

Hello I have created a state called "waiting on customer", based on "pending auto-close +"; in which if the customer doens't answer in some time, the ticket is closed. Two questions: 1) how can I change the time between the state "waiting..." and closing the ticket (for example, 5 days) 2) how can I send a email to the client, let's say, middle of the way, warning him that the ticket will be closed if he doens't answer. Thank you for any help -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nranito(a)neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium.

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Title length limitation of FAQ
by Arlene 23 Feb '10

23 Feb '10

Hi all, I find there is a limitation to FAQ title, only 120 characters allowed. But seems no configuration in SysConfig could make a change to this. How could I enter longer title? And, the FAQ Explorer shows only 65 characters of the title, how to make it show more? Thanks a lot, Arlene

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OTRS customer email contact rules?
by Jason B. Loven 22 Feb '10

22 Feb '10

What triggers the reply/forward and customer contact via email fields? We have some tickets that are created from notifications from outside monitoring systems. When they come in we can't reply to customer via email in the OTRS interface as the link to do so isn't there. This happens even if we reassign the ticket to a customer in the customer DB. What causes those links to be visible or disabled? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com<mailto:jloven@caisoft.com> Web: http://www.caisoft.com/<blocked::http://www.cainetserv.com/>

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OTRS + PAM
by Luis Daniel Lucio Quiroz 22 Feb '10

22 Feb '10

I was wondering if there is a way to tell otrs to use PAM mech instead LDAP or internal MySQL, Regardsd, LD

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Re: [otrs] otrs Digest, Vol 17, Issue 118
by Richard Cross 22 Feb '10

22 Feb '10

Re: Templates for new Email Tickets? On 19 Feb 2010, at 12:00, otrs-request(a)otrs.org wrote: > Richard Cross wrote : >> Is it possible in OTRS to create multiple custom templates for use >> when creating new tickets? When creating a new email ticket (for >> example: to notify a customer of a forthcoming service outage), I'd >> like to be able to select from a list of different email templates, >> ideally that are appropriate to the queue I'm creating the ticket >> from. >> It seems that similar functionality is available when responding to a >> ticket created by a customer's email, but tickets in OTRS don't >> always start off that way (as in my example above). >> Currently, the only solution I've seen (given in this mailing list >> about 3 years ago) is to edit Ticket -> >> Frontend::Agent::Ticket::ViewEmailNew, is this still the only option? >> It's not really practical as I manage several queues in OTRS, >> supporting different customers and software products. > > Hello Richard, > > you could solve this with the so called quicktickets : > > http://lists.otrs.org/pipermail/otrs/2008-August/024296.html > > Regards > > Alexander > Thanks, but that post seems to describe the solution I mentioned above, which is not what I'm looking for. I found that the easiest way around this problem is to use the FAQ facility and create new FAQ entries with the content I need to send in the "Symptom" field. Then, when creating a New Email Ticket, I can then select the appropriate FAQ and it gets pasted into the email body. Richard Cross.

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Follow-Up Notification for Responsible User
by Rupp Timo 22 Feb '10

22 Feb '10

Hi, I need to send a notification to ticket responsibles on any change of a ticket (status changes / follow up messages / etc.). At the moment my agents have to watch the queue to get those notifications. Problem is, that they get too much notifications of tickets they do not work on. So this is a very sub-optimal solution. OTRS version = 2.4.5 / MS SQL I've found a few older requests in the email archive regarding this topic, but none of them answered. Thanks for any hint so solve this. - Timo

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Problem configuring LDAP
by Alberto Aldrigo 22 Feb '10

22 Feb '10

Hi all, I'm trying to configure OTRS 2.4.7 for users in my company. I want them to authenticate using Active Directory as customer user, but each time they try to enter in http://mysite/otrs/Customer.pl they enter as agents. I can't understand what's wrong in my Config.pm, can you please help me? Thenks Alberto Aldrigo My config.pm: sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = $dbserver || 'localhost'; # Database # (The database name.) $Self->{Database} = $dbname || 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = $dbuser || 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = $dbpass; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "$dsn=$Self->{Database};host=$Self->{DatabaseHost};port=$dbport;"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/usr/share/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'server'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=company, dc=local'; $Self->{'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->{'AuthModule::LDAP::GroupDN'} = '; # $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; # for ldap posixGroups objectclass (just uid) # $Self->{'AuthModule::LDAP::UserAttr'} = 'sAMAccountName'; # for non ldap posixGroups objectclass (with full user dn) # $Self->{'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->{'AuthModule::LDAP::SearchUserDN'} = 'CN=Device,OU=UO-CED,OU=UO-HQ-SITE,DC=company,DC=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'password'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' # $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists u...@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = ''; # Now sync data with OTRS DB $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'server'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=company, dc=local'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'CN=Device,OU=UO-CED,OU=UO-HQ-SITE,DC=company,DC=local'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'password'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'Active Directory', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'server', BaseDN => 'OU=UO-HQ-SITE,DC=company,DC=local', SSCOPE => 'sub', UserDN => 'device(a)company.local', UserPw => 'password', }, CustomerKey => 'sAMAccountName', CustomerID => 'sAMAccountName', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID are mandatory! # 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', 'Login', 'sAMAccountName', 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 ], ], }; # ---------------------------------------------------- # # switch off the web based installer for the Debian package $Self->{SecureMode} = 1; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # }

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