April 2010 - otrs - OTRS mailing lists

Customizing the LDAP fetching
by Rune 'TheFlyingcorpse' Darrud 15 Apr '10

15 Apr '10

Hello OTRS list, I have successfully got an OTRS 2.4.7 installation up and running with LDAP based customerinfo + some custom fields also fetched from LDAP. There is however some things I'd like to do with the fetched data before returning them, how would I go forward to do this? IE: I'd like to get 2 attributes from an object, then do a IF statement on them, with output coming from the IF / ELSE instead of just the RAW output being parsed directly to the frontend, for example the compose view. How should I go forward with fetching more then 2 user objects? Our users are defined several places for different roles, I'd like to do a tree walk for the same user object found one place, in another place, almost identical structure, if returned, then showing below customer info as its own category with the fetched LDAP info from here too (in compose view for instance). Can I also based on the LDAP do a fetch within the same CustomerInfo, to another module / script and return to the main map for the user. (Our department info is not stored in LDAP, its stored in an external database that can return the information based on the username specified.) Last Question -> There is also dynamic data stored on the user, will this get fetched every time I open the post after save too, based on username or just on the compose? Ideally every time the post is opened for at least one part of the post, ideally a small standalone script/module that fetches this. Thanks for all replies (-: Best Regards, Rune "TheFlyingCorpse" Darrud

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Re: [otrs] postmaster mail account on windows 2008
by Ryan Miguel 15 Apr '10

15 Apr '10

I figured it out right after I sent the e-mail and now I realize that I should often begin in the most logical place before I make the problem more complex than it is. So for those of you who are new/interested... In the OTRS install directory (C:\ProgramFiles\OTRS\) you should see a CRONw folder that has all the necessary documents to help you with the script execution intervals. Ryan -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, April 15, 2010 1:54 PM To: otrs(a)otrs.org Subject: otrs Digest, Vol 19, Issue 57 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. IMAP not available in our OTRS 2.3.4 installation on Ubuntu Karmic (Cristian Alvarado) 2. 2.4.7 - Locked Tickets (Mikola Rose) 3. postmaster mail account on windows 2008 (Ryan Miguel) 4. Sending files as e-mail (R N D Martin) 5. Re: Sending files as e-mail (Nils Leideck - ITSM) 6. Re: 2.4.7 - Locked Tickets (Nils Leideck - ITSM) ---------------------------------------------------------------------- Message: 1 Date: Thu, 15 Apr 2010 11:10:30 -0700 From: Cristian Alvarado <ocdude(a)sfsu.edu> Subject: [otrs] IMAP not available in our OTRS 2.3.4 installation on Ubuntu Karmic To: otrs(a)otrs.org Message-ID: <4BC75696.8030802(a)sfsu.edu> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Hello, We recently upgraded OTRS from version 2.3.2 to 2.3.4 on Ubuntu Karmic Koala. All indications point to a successful upgrade, but we do not see the ability to use IMAP in the postmaster setup in the web based administration interface. One of the reasons for upgrading OTRS was to have IMAP functionality, as our sys admins are migrating all of our email accounts to a server that only does IMAP. Is there anything we should be checking to gain this functionality? To restate the question (hopefully clearer): We do not see IMAP as an option in /otrs/index.pl?Action=AdminMailAccount in the pull down menu on that page. -- Cristian Alvarado Academic Technology HelpDesk (415)338-6836 ocdude(a)sfsu.edu ------------------------------ Message: 2 Date: Thu, 15 Apr 2010 11:30:53 -0700 From: "Mikola Rose" <mrose(a)power-soft.net> Subject: [otrs] 2.4.7 - Locked Tickets To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <9AB94FC40EA74F48838C6CCC5A958841CFB8F8(a)powerexchange.power-soft.net> Content-Type: text/plain; charset="us-ascii" Hi there, I recently made a change to Ticket::ViewableStateType: 'unlock' 'tmp_lock' and added 'lock' so that everyone could see all locked tickets regardless of who they were locked under in the queue views. As a result the Locket Tickets counter for any particular user always shows 0. If you enter Locked Tickets, it does show only that agents locked tickets. Any suggestions on how to get the counter to show the correct amount of locket tickets for that agent? Mik

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postmaster mail account on windows 2008
by Ryan Miguel 15 Apr '10

15 Apr '10

I have a test installation of OTRS 2.4.7 running on MS Server 2008 and so far I love how powerful and customizable it is. It's synced to AD to pull our customer data and also MS Exchange for smtp/pop3. The mail accounts work fine but I would like to have it poll the mailboxes every X amount of minutes for new mail and I can't seem to find any articles that show me how to do this. Thanks for your help, Ryan Miguel ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

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2.4.7 - Locked Tickets
by Mikola Rose 15 Apr '10

15 Apr '10

Hi there, I recently made a change to Ticket::ViewableStateType: 'unlock' 'tmp_lock' and added 'lock' so that everyone could see all locked tickets regardless of who they were locked under in the queue views. As a result the Locket Tickets counter for any particular user always shows 0. If you enter Locked Tickets, it does show only that agents locked tickets. Any suggestions on how to get the counter to show the correct amount of locket tickets for that agent? Mik

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Setting next ticket state based on email response
by Jeremy Revitch 15 Apr '10

15 Apr '10

We have a number of customized responses available to agents in "Compose Answer (email):". We would like to be able to set the next state of a ticket based on the response that the agent uses. I don't see any simple way of achieving this but hope that someone out there is smarter than me...

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Otrs + OCS NG
by Mario Pellegrini 15 Apr '10

15 Apr '10

OTRS List. Is enabled and tested the web service of ocs. Using the OCS web service how I can extract data from OCS-ng and enter them in OTRS:: ITSM? Mario Pellegrini

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Debian specific installation instructions available
by Michiel Beijen 15 Apr '10

15 Apr '10

Hi all, Several people have been asking about installation of OTRS on Debian. I've now added Debian specific installation instructions to the wiki: http://wiki.otrs-forum.de/index.php?title=Installation_on_Debian_5.04_lenny So far, there are instructions for Ubuntu, and OpenSUSE available as well. If your favorite platform is missing, or if you think the existing instructions can be better, please feel free to add stuff to or modify the wiki! Also, in general, if you would have something interesting to share, please feel free to add it. Currently there's an English area: http://wiki.otrs-forum.de/index.php?title=English_Area but also French, Spanish, Italian and of course German are available, there is just not too much content yet :D ((enjoy)) - Michiel Beijen R&D Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer

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Integration of sender e-mail address on dashboard overview
by Ivan De Masi 15 Apr '10

15 Apr '10

Hello, is it possible to integrate the e-mail address of a sender on the dashboard overview of tickets? It would be nice not only to see the ticket-number and subject of a mail... Thanks! Regards, Ivan

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Change ownership/responsible to read-only user/agent
by Mohd Fariz Bin Hashim 15 Apr '10

15 Apr '10

Hi all, Need some help. My problem is that i cant see read-only user/agent when i want to give ownership/responsible to them. I don't want to use ChangeOwnerToEveryone = yes because this will list out all agent in all group.Is there a way that i can see read-only user/agent and change ownership to them? Thanks. Disclaimer: This e-mail (including any attachments) may contain confidential information. If you are not the intended recipient, you are hereby notified that any review, distribution, printing, copying or use of this e-mail is strictly prohibited. If you have received this e-mail in error, please notify the sender or Universiti Utara Malaysia (UUM) immediately and delete the original message. Opinions, conclusions and other information in this e-mail that do not relate to the official business of UUM and/or its group of companies shall be understood as neither given nor endorsed by UUM and UUM accepts no responsibility for the same. All liability arising from or in connection with computer viruses and/or corrupted e-mails is excluded to the fullest extent permitted by law.

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Next Ticket State
by Porter, Tonee 15 Apr '10

15 Apr '10

How do I limit the states available to the user when a ticket is submitted? Example: I want all new tickets to go to the submitted state. I need to find how to create date fields and I do not find this info in the admin manual. Thank you for your help. Tonee Porter ----------------------------------------- CONFIDENTIALITY NOTICE: This electronic message transmission is intended only for the person or the entity to which it is addressed and may contain information that is privileged, confidential or otherwise protected from disclosure. If you have received this transmission, but are not the intended recipient, you are hereby notified that any disclosure, copying, distribution or use of the contents of this information is strictly prohibited. If you have received this e-mail in error, please contact the sender of the e-mail and destroy the original message and all copies.

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