March 2010 - otrs - OTRS mailing lists

Company client
by Nuno Ranito 03 Mar '10

03 Mar '10

Hello What is the use of "client company"? I can't seem to relate it either to groups or client-users. Thanks for the 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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Disabled ticket reminders
by Jose Luis Spahr 03 Mar '10

03 Mar '10

Hi List, Does someone know how to disable ticket reminders? Example: Let's say one of my agents set 10 tickets to pending state. The pending time for those 10 tickets has expired. Usual behavior, agent gets 10 ticket reminders about this (usually via email). Goal here is --> disabled this ticket reminder notification. Thanks! Jose Luis Spahr

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migrating otrs servers
by Andrew Meyer 03 Mar '10

03 Mar '10

What would be the best way to migrate from 1 otrs server to the other? All I really need is the database backed up and restored.... Andrew Meyer ameyer(a)precisionpractice.com <mailto:ameyer@precisionpractice.com> Unix Systems Administrator Precision Practice Management 689 Craig Rd. Saint Louis, MO 63141 314-787-0681 (Main Line) 314-881-5265 (Direct) 314-881-5365 (Fax) 314-565-0868 (cell) After Hours Emergency 314-576-9146

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LDAP integration with child domains, LDAP with customer portal not working with any domain
by Dave Glue 03 Mar '10

03 Mar '10

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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Pasting an image in Agent Reply (Marretta, Rosanna)
by Martignier, Philippe 03 Mar '10

03 Mar '10

I am also very interested by this!!!! 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.

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Restrict visible ticket types?
by Karsten Heymann 03 Mar '10

03 Mar '10

Hi, we're using 2.4.7. Is it possible to restrict some ticket types to certain groups or queues, for example with acls? A subgroup of our department has defined a rather extensive set of ticket types that are now confusing the other groups. Also, is it possible to make ticket types mandantory only in some queues? We have some groups that need to set ticket types for reporting while for others they are not used and the currently have to choose a "dummy type", which is invonvenient. Thanks in advance, Karsten

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Pasting an image in Agent Reply
by Marretta, Rosanna 03 Mar '10

03 Mar '10

Hi, Can somebody tell me if I am able to paste an image in the reply back to the customer.. I have enabled inline for the attachment download type, that works, but now I need this to work when I reply back to them. Thanks,

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effective time of ticket resolution
by Alessandro d'Ambrosio 03 Mar '10

03 Mar '10

Hi, I've a question for my Otrs My WorkinHours begins form 9.00 o'clock to 18.00. I open a ticket at 17.00 and I close it next day at 12.00. How can I know the effective time of this ticket? (That It would be 4 hours) In the history of ticket I see only the age of time which is increasing continuously. Thank you! Alessandro

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Documents Batch printing
by Norbert Bede 03 Mar '10

03 Mar '10

Good day, Is there any possibilities to print documents as tickets, ci-s by classes in batch mode ? example scenario: I want to print for example all Config Items to the pdf. example scenario 2: I want to print tickets per page to the pdf (every ticket is a paper - not list). Thanks norbert [nbe222]

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Re: [otrs] Postmaster filter: how to do "not =" or "<>" ...
by Martignier, Philippe 03 Mar '10

03 Mar '10

Thanks both of you :) What I need is to filter all internal incoming mails in a queue named "Internal mails" but not the ones that have a subject beginning with "FW:" So I place a filter with: >From : @wipo.int To: the email adress linked to the queue Subject : ..... ???? OTRS-Queue : Internal mails OTRS-State : Closed successful What I really want is to do a : subject not beginning with "FW:" So do you think : ^[^F][^W][^:] should do the trick? Thanks again 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.

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