March 2010 - otrs - OTRS mailing lists

Apache2 configuration with OTRS
by Deniz Rende 04 Mar '10

04 Mar '10

Hello- This may be actually apache2 configuration question but since I am new to apache2 and otrs I thought it would be a good idea to ask. I apologize if this question is inappropriate here. I configured otrs 2.4.7 with apache2+ssl. Everything works great but I want the root apache page to redirect to https://www....../otrs/customer.pl for our customers. The root page I am talking about is the main page apache2 shows "Seeing this instead of website you expected..." . Please note that we configured the page to be seen by outside world but we want to redirect it such a way that: https://otrs.myco.com to https://otrs.myco.com/otrs/customer.pl In this case https://otrs.myco.com is showing that root file (Seeing this instead of website you expected.....) Is this possible? Thanks... -- 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

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R: R: Notification for Agents/operators
by Marco Vannini 04 Mar '10

04 Mar '10

Ciao, Sorry but i was thinking that you have 2.4 fmw. If it is so notification event is a category in sysconfig (3rd ccolumn) Il giorno 04/mar/2010 17:39, "Alessandro d'Ambrosio" < alessandro.dambrosio(a)unimi.it> ha scritto: There isn’t a similar notification in Notification list. There are only: Agent::NewTicket Agent::FollowUp Agent::LockTimeout Agent::OwnerUpdate Agent::ResponsibleUpdate Agent::AddNote Agent::Move Agent::PendingReminder Agent::Escalation Agent::EscalationNotifyBefore If I had to create it how can I enable it? It isn’t a default notification… Thank you *Da:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *Per conto di *Marco Vannini *Inviato:* giovedì 4 marzo 2010 17.01 *A:* User questions and discussions about OTRS. *Oggetto:* Re: [otrs] Notification for Agents/operators notification (event) On Thu, Mar 4, 2010 at 4:59 PM, Alessandro d'Ambrosio <alessandro.dambros... --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Stats by Departments
by Alan Cowes 04 Mar '10

04 Mar '10

Hello everybody, I have to create states by departments, regardless of the ticket stats and queu, for example, I have two departments: Sales - with bob and alice Marketing - david and jane. I want to make a montly stats of how many tickets where issued to each department. Thanks a bunch, LOPD: INFORMACION SOBRE PROTECCION Y TRATAMIENTO DE DATOS PERSONALES: De acuerdo con la Ley de Servicios de la Sociedad de la Informacion y Comercio Electr�nico aprobada por el parlamento espa�ol y de la vigente Ley Org�nica 15 13/12/1999 de Protecci�n de Datos espa�ola, le comunicamos que su direcci�n de Correo electr�nico forma parte de nuestra base de datos, teniendo usted derecho de oposici�n, acceso, rectificaci�n y cancelaci�n de sus datos. Si desea acceder, rectificar, cancelar u oponerse al tratamiento de sus datos, contacte con nosotros en DATATRONICS, S.A. Avda. Cardenal Herrera Oria,383 - 28034 Madrid, o bien env�enos un e-mail a lopd(a)datatronics.es junto con su nombre y apellidos, indicando en el campo asunto el texto: "Borrar Datos Personales". Si desea seguir recibiendo informaci�n, su direcci�n de correo electr�nico seguir� en nuestra base de datos, entendi�ndose que acepta los t�rminos y condiciones, expresados en este Aviso Legal. Agradeciendo su colaboraci�n para poder seguir ofreci�ndole nuestros servicios y reiterando nuest ro firme compromiso de uso responsable de sus datos, aprovechamos la ocasi�n para saludarle muy cordialmente. AVISO DE CONFIDENCIALIDAD: Este mensaje y los archivos adjuntos son confidenciales. Los mismos contienen informaci�n reservada y que no puede ser difundida. Si usted ha recibido este correo por error, por favor av�senos inmediatamente por e-mail o por tel�fono (+34 91 376 92 90) y tenga la amabilidad de eliminarlo de su sistema. CONFIDENTIALE NOTICE: This message and its attached files are confidential. They contain information that is privileged and legally exempt from disclosure. If you have received this e-mail by mistake, please let us know immediately by e-mail and by phone (+34 91 376 92 90 ) and delete it from your system.

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Customer and agent group
by Sebsatien Bory 04 Mar '10

04 Mar '10

Hi all I have more geographical area in our organization Area 1 at Paris Area 2 at Luxembourg Area 3 at Sophia Antipolis, etc In each area we have some Agents (2 or 3) and some customers (10 at 80) I want separate each agent/customers by area So I do groups for each area (Paris groups, Luxembourg groups ) In groups Paris I put all Paris customers and agent1paris agent2paris, with RW access In groups Luxembourg I put all Luxembourg customers and agen1Lux with RW access. But when agen1Paris log on OTRS and he click on Customers Icons he dont see only customers Paris but all customers, Why ? I have forget something ? Bets regards Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail : <mailto:sb@groupenci.com> s.bory(a)groupenci.com Web: <http://www.groupenci.com/> www.groupenci.com cid:image001.gif@01C9F35E.16F7E530 Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified.

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why i couldn't get the New ticket notification?
by Jason 04 Mar '10

04 Mar '10

hi all: There are two problems. 1.i enabled the New ticket notification.But when my queue receive a new ticket,i couldn't receive any email notification from the otrs system. 2.when i configure customer with multiple IDS,i don't know which file to be added the following codes: Now the new column has to be added to the MAP array in Kernel/Config.pm: # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [...] [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ],

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OTRS Stats : Understanding response and resolution time
by John Van Bouc 04 Mar '10

04 Mar '10

Hello, I'm having a hard time understanding the time variables available in the stats module (for dynamic-object "TicketList"') of my OTRS 2.4.7 system or finding consistent documentation about those. I got a few closed tickets and I'd like, for instance, to be able to produce a ticket list with the response time and resolution time for each ticket. I tried many variables, all the FirstResponse* attributes are set to 0. Same goes for SolutionTime*. I thought one of those attributes would be the time difference between, for instance, the time when the ticket was created and the time when it was closed. But I may be missing something important here... The tickets have been through regular states (new -> open -> close). I'd be gratefull if anyone could share some insight on ticket list reports with response and resolution time, and how it can be done. Thank you so much, John VB.

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ITSM & EMail
by Eric Carroll 04 Mar '10

04 Mar '10

OTRS/ITSM is up. In the case of a user sending in an email, how can I edit this ticket to associate it to a Service & SLA? Pointers to existing documentation would be welcome. Eric

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Stats and search results inconsistent
by Ken Tang 04 Mar '10

04 Mar '10

I am getting inconsistent results when I do an OTRS search and OTRS stats report. I am off by ONE, and I can't track down that one extra being reported. I am trying to see how many tickets were closed on February 11, 2010 in my WEB SERVICES ISSUE queue. OTRS Search query: Queue Selected: WEB SERVICES ISSUE Ticket closed between: 2/11/2010 - 2/11/2010 Results: 11 OTRS Stats config results showing 12: Stat#: 10007 Title: closed tickets Object: TicketAccumulation Description: Number of closed tickets created viewed by month Format: CSV Sum rows: No Sum columns: No Cache: No Valid: valid X-axis Close Time: Between 2010-02-11 00:00:00 and 2010-02-11 23:59:59 Scale: 1 hour(s) Value Series Queue: Web services issue Restrictions No element selected. Anybody see why they are both inconsistent?

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Missing all customer notifications in notification management
by Richard Bartlett 03 Mar '10

03 Mar '10

Hi All, I've got OTRS 2.4.7 running on Windows Server 2003 SP2, automatic logging of calls is working, auto responses (set on the queue) are working fine, and notification to agents are working. The problem is that I would like to notify customers by email of changes of state or owner, as appears to be possible from http://doc.otrs.org/2.4/en/html/x1306.html (the graphic shows ar_SA::Customer::StateUpdate for example). The problem is my notification management change is showing no 'Customer' entries, only Agent entries for each language. The only thing I can imagine is that because I'm using an LDAP back end for customers (which works fine for identifying and authenticating users), so there are no OTRS db entries for customers. I've hunted through documentation but I can't find anything similar to this issue. I've also searched for 'notif' in sysconfig but can't find anything that seems to relate to this. If any more info is required please let me know. This is my only issue with OTRS, I've worked the rest out and I'm loving the system, going live tomorrow even with this issue as I'm sure there's either (a) a fix or (b) a workaround. Regards -- Richard Bartlett (Computer Officer) University of Cambridge Institute of Continuing Education, # 01223 (7)46240

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Re: [otrs] LDAP integration with child domains, LDAP with custome r portal not working with any domain
by Sune T. Tougaard 03 Mar '10

03 Mar '10

A couple of ideas... Password/user sync: I think you can have it sync the users automatically as well: # Create the users in the OTRS DB on first login and populate user data. # "givenName", "sn" and "mail" fields MUST be populated in AD/LDAP before login will work. $Self->{UserSyncLDAPMap} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; Regarding child domains, I'm not sure how this would be done as I've never tested this. But I would think that one way to do it is to create yet another LDAP auth section. Just found this page, sounds like a good explanation: http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ <http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=219> &ItemID=219 (the sync above is also mentioned there, also with multiple backends) Your customer authentication issue... I see you have "CustomerKey => 'uid'," in your config below. In mine I have "CustomerKey => 'sAMAccountName',". It's been a while I've been digging in this, but I'm pretty sure I've seen issues with this in the past. Also, if you're using UPNs (<username>@<domain>) you should be looking at the userPrincipalName attribute instead, I think. There may be a few more spots in that section that are sensitive with regards to the attributes used, especially the "Map =>". I also have a filter on so I don't get too much from the ldap query: # We only need to see users. !Computers. And no disabled users. AlwaysFilter => '(&(!(objectClass=Computer))(!(userAccountControl:1.2.840.113556.1.4.803:=2) ))', Hope it helps. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Glue Sent: 3. marts 2010 16:00 To: otrs(a)otrs.org Subject: [otrs] LDAP integration with child domains, LDAP with customer portal not working with any domain I have LDAP agent authentication working fine from a single domain (well, password sync - agents still need to be created in the database first which as I understand is normal behavior and don't have a problem with it), however not sure how to proceed for child domains. Most of our agents and users are in trusted child domains from the root forest. Documentation seems to be a little sparse in dealing with this situation. Regarding customer authentication, even from testing from an account in the root forest domain I have yet to get this working. I receive "Login failed! Your username or password was entered incorrectly." when trying to login to a customer portal from a verified AD account. I can select LDAP from the drop-down in adding a customer from the web admin, but no current user in the domain can log in. From what I've read there shouldn't be a need to have an internal account already created for the customer portal. Here's the relevant portion of my config.pm. My root domain is testprod.com, GC controller is test-dc1.testprod.com. OTRS access account is a member of domain users and builtin\Windows Authorization Access Group Properties. Anything jump out as improperly configured? Domain is Server 2008 SP2. #LDAP Authentication for Production Forest #Agent Authentication $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'test-dc1.testprod.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=testprod,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Access,cn=Users,dc=testprod,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '*******!'; #LDAP Authentication - Customer $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'test-dc1.testprod.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=testprod,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=OTRS Access,cn=Users,dc=testprod,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '********!'; #LDAP Getting Customer User Information # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Data Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'test-dc1.testprod.com', # ldap base dn BaseDN => 'dc=testprod,dc=com', # 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=OTRS Access,cn=Users,dc=testprod,dc=com', UserPw => '********!', # 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 these options. # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # if both your frontend and your LDAP are unicode, use this: # SourceCharset => 'utf-8', # DestCharset => 'utf-8', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer unique id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, 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', '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 ], ], };

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