April 2010 - otrs - OTRS mailing lists

Re: [otrs] Get Ticket reference at the end of the email subject
by Erling Lothe 07 Apr '10

07 Apr '10

Sorry Michiel & Norbert Yes, I am using parts of the CICS packages and its probably therefore i have the oppo rtunity to change that option. And as a comment to the OTRS version 3.... I cant wait to get the hands on it... If the GUI photos I have seen of the 3.0 version is legit I would rather get the hands of the 3.0 version of OTRS than the iPad. :D Vennlig hilsen - Best regards - Saludos Cordiales Erling Lothe IT Consultant ----- Original Message ----- From: "Michiel Beijen" <michiel.beijen(a)otrs.com> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Wednesday, April 7, 2010 4:41:07 PM Subject: Re: [otrs] Get Ticket reference at the end of the email subject Erling, This is currently not an option in OTRS, can you tell me if you use third-party packages such as CICS? We have already implemented this feature in the next major release of OTRS (3.0) for which you'll see the first betas in the second half of this year. OTRS 3 also has the possibility not to include a ticket number at all! ((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 On Wed, Apr 7, 2010 at 4:13 PM, Erling Lothe <el(a)adell.no> wrote: > You change this under sysconfig -> framework or otrs ( i think ) -> > core:tickets. There you have something called "Ticket::TicketnumberPosition" > > This lets you deside the place of the ticketnumber in the subject. > > > > Sorry if I'm wrong but the system we are running is heavily modified. > > Vennlig hilsen - Best regards - Saludos Cordiales > > Erling Lothe > IT Consultant > > > > > ----- Original Message ----- > From: "Norbert Bede" <nbe222(a)gmail.com> > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Sent: Wednesday, April 7, 2010 4:00:51 PM > Subject: [otrs] Get Ticket reference at the end of the email subject > > hi, > > Is there any possibilities to get #Ticket Number to the end of the > subject ? OTRS now automatically put this reference to the subject as > first variable. For me it is not too much important - nothing say to > me in many cases - much more important for me the original subject. > > I'm looking for the option to get this #ID at end of the email subject. > > thanks > norbert bede [nbe222] > --------------------------------------------------------------------- > 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/ > > --------------------------------------------------------------------- > 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/ > --------------------------------------------------------------------- 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/ And as a comment to the OTRS version 3.... I cant wait to get the hands on it... If the GUI photos I have seen of the 3.0 version is legit I would rather get the hands of the 3.0 version of OTRS than the iPad. :D Vennlig hilsen - Best regards - Saludos Cordiales Erling Lothe IT Consultant ----- Original Message ----- From: "Michiel Beijen" <michiel.beijen(a)otrs.com> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Wednesday, April 7, 2010 4:41:07 PM Subject: Re: [otrs] Get Ticket reference at the end of the email subject Erling, This is currently not an option in OTRS, can you tell me if you use third-party packages such as CICS? We have already implemented this feature in the next major release of OTRS (3.0) for which you'll see the first betas in the second half of this year. OTRS 3 also has the possibility not to include a ticket number at all! ((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 On Wed, Apr 7, 2010 at 4:13 PM, Erling Lothe <el(a)adell.no> wrote: > You change this under sysconfig -> framework or otrs ( i think ) -> > core:tickets. There you have something called "Ticket::TicketnumberPosition" > > This lets you deside the place of the ticketnumber in the subject. > > > > Sorry if I'm wrong but the system we are running is heavily modified. > > Vennlig hilsen - Best regards - Saludos Cordiales > > Erling Lothe > IT Consultant > > > > > ----- Original Message ----- > From: "Norbert Bede" <nbe222(a)gmail.com> > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Sent: Wednesday, April 7, 2010 4:00:51 PM > Subject: [otrs] Get Ticket reference at the end of the email subject > > hi, > > Is there any possibilities to get #Ticket Number to the end of the > subject ? OTRS now automatically put this reference to the subject as > first variable. For me it is not too much important - nothing say to > me in many cases - much more important for me the original subject. > > I'm looking for the option to get this #ID at end of the email subject. > > thanks > norbert bede [nbe222] > --------------------------------------------------------------------- > 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/ > > --------------------------------------------------------------------- > 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/ > --------------------------------------------------------------------- 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/

1 0

Re: [otrs] Get Ticket reference at the end of the email subject
by Erling Lothe 07 Apr '10

07 Apr '10

You change this under sysconfig -> framework or otrs ( i think ) -> core:tickets. There you have something called " Ticket::TicketnumberPosition" This lets you deside the place of the ticketnumber in the subject. Sorry if I'm wrong but the system we are running is heavily modified. Vennlig hilsen - Best regards - Saludos Cordiales Erling Lothe IT Consultant ----- Original Message ----- From: "Norbert Bede" <nbe222(a)gmail.com> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Wednesday, April 7, 2010 4:00:51 PM Subject: [otrs] Get Ticket reference at the end of the email subject hi, Is there any possibilities to get #Ticket Number to the end of the subject ? OTRS now automatically put this reference to the subject as first variable. For me it is not too much important - nothing say to me in many cases - much more important for me the original subject. I'm looking for the option to get this #ID at end of the email subject. thanks norbert bede [nbe222] --------------------------------------------------------------------- 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/

2 1

Change Stats Report Logo
by João Zorro 07 Apr '10

07 Apr '10

Hi All, Does anyone know where I can change the OTS Logo in the printed stats reports? I need to change the OTS logo by my client logo. And where can I change the URL that appears in the bottom of the report (http://yourhost.example.com/otrs/index.pl) ? Thanks in advance, Best Regards João Zorro Managed Services ............................................................................................................. Novabase Av. D. João II, Lote 1.03.2.3 . Parque das Nações 1998-031 Lisboa - Portugal Tel. (+351) 213 836 300 . Fax (+351) 213 836 301 www.novabase.pt<http://www.novabase.pt> [cid:image001.gif@01CAD0F9.C8F712F0]

2 2

Get Ticket reference at the end of the email subject
by Norbert Bede 07 Apr '10

07 Apr '10

hi, Is there any possibilities to get #Ticket Number to the end of the subject ? OTRS now automatically put this reference to the subject as first variable. For me it is not too much important - nothing say to me in many cases - much more important for me the original subject. I'm looking for the option to get this #ID at end of the email subject. thanks norbert bede [nbe222]

1 0

emails with large attachments takes very long
by Patrick Schiess 07 Apr '10

07 Apr '10

hi, first my setup: otrs 2.4.7 win 2003 mssql 2008 perl 5.10 apache 2.2.10 mod_perl 2.0.4/dev we are experiencing that sending emails with large attachments (> 5MB) through otrs takes very long. i am talking about 2 minutes or even more... 4 minutes when the attachment ist about 10MB. i tried to change the storage placement from DB to FS, but it didn't change anything. unfortunately i don't get any more specific informations in the log files. does anyone have some similar issues or maybe someone of you guys has a solution to this problem ? thanks for your help. regards, patrick.

3 3

pending auto close not working when changin state names
by Claudio Tassini 07 Apr '10

07 Apr '10

Hi guys i'm trying to setup the pending auto-close feature but it doesn't seem to work. When the pending time is reached, the ticket state remains the same "Pending - Chiusura Automatica" and the timer shows a negative value. Can this be because I've changed the default state names? I've however changed them everywhere it seemed necessary : $Self->{'Ticket::StateAfterPending'} = { 'Pending - Chiusura Automatica' => 'Closed' }; where "Pending - Chiusura Automatica" is defined as a status of type "pending auto", and "Closed" is of type "closed". Indeed, I've just changed the names of the "pending auto close+" and "closed" states , respectively. Any help would be really appreciated Thank you in advance. -- Claudio Tassini

3 8

Show ticket URL in a response
by Claudio Tassini 07 Apr '10

07 Apr '10

Hi guys, is there a variable containing the full URL of a ticket? I would need an auto-response in which to insert the full ticket URL so that the customer can simply click in the mail and be redirected to the ticket page (after authentication, obviously). Alternatively, could it be possible to append parameters to customer.pl to open a ticket as soon as the user logs in? Something like: https://support.isp.com/otrs/customer.pl?ticketid=1000123 Many thanks in advance. -- Claudio Tassini

2 2

Newest technology..
by Rajil 07 Apr '10

07 Apr '10

OTRS users; Have you ever experienced Video Mail? Visit www.mvtahmedabad.co.cc <http://www.mvtahmedabad.co.cc/> Regards, Rajil Davda www.mvtahmedabad.co.cc <http://www.mvtahmedabad.co.cc/>

1 0

Event based notification body not showing in ticket view
by David Holder 07 Apr '10

07 Apr '10

Hi Everyone, I have configured a event based notification like so to send an e-mail to the customer whenever I add a external note. I've configured it like so: *Recipient: *Customer *Event:* ArticleCreate *Article Type:* Note-External *Subject:* <OTRS_TICKET_Title> - Note added *Body:* <OTRS_CUSTOMER_REALNAME>, A note has been added to your ticket : Ticket Title : <OTRS_TICKET_Title> Ticket Number : <OTRS_TICKET_TicketNumber> <OTRS_AGENT_BODY[999]> Reply to this e-mail to add your own note to the ticket history. Regards, IT Now, when I add a note-external to a ticket and view it. I can see the event based notification being instigated and the subject field is populated like so: [Ticket#2010040710000031] Routing Issue - Note added This is as expected. However, the body simply contains the note content. Ticket Title : <OTRS_TICKET_Title> Ticket Number : <OTRS_TICKET_TicketNumber> do not appear in this view. However, the actual e-mail the customer receives is correctly formatted with the relevant information. Does anyone have any reason why this is happening? Thanks, David

1 0

Re: [otrs] SSO with Kernel::System::CustomerAuth::HTTPBasicAuth display Panic! No UserData!!! Error
by Erling Lothe 07 Apr '10

07 Apr '10

Hello again, I dont think that is possible in OTRS. We have allways added the user manually due to group setup and then let AD work as authentication. If you do some scripting you can loop trought the AD and then add the users to the mySQL user table in OTRS. Vennlig hilsen - Best regards - Saludos Cordiales Erling Lothe IT Consultant ----- Original Message ----- From: "Arnault Tovar" <arnault.tovar(a)pronatura.com> To: otrs(a)otrs.org Sent: Tuesday, April 6, 2010 3:15:07 PM Subject: [otrs] SSO with Kernel::System::CustomerAuth::HTTPBasicAuth display Panic! No UserData!!! Error Thank you Erling, How could I insert automatically email and name from AD to OTRS database ? ------------------------------------------ The user needs to be in the OTRS user database. It is important that the username in OTRS match the user in the AD. It will then authenticate with the username and password from the AD and not the OTRS but use the userinformation from OTRS. ( Email, name, groups e.t.c. ) ----- Original Message ----- From: "Arnault Tovar" <arnault.tovar at pronatura.com> To: otrs at otrs.org Sent: Tuesday, April 6, 2010 1:51:42 PM Subject: [otrs] SSO with Kernel::System::CustomerAuth::HTTPBasicAuth display Panic! No UserData!!! Error Hi everyone, I try to configure my OTRS customer interface with SSO Active Directory over Apache. My Apache authentification works with the sspi module and it looks great. My config.pm works fine with LDAP configuration with this configuration: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'svr.xx.yy.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=xx,dc=yy,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=Helpdesk, OU=yy,DC=xx,DC=yy,DC=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'Glpi84@'; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'svr.xx.yy.com', BaseDN => 'OU=yy,DC=xx,DC=yy,DC=com', SSCOPE => 'sub', UserDN =>'CN=Helpdesk,OU=yy,DC=xx,DC=yy,DC=com', UserPw => 'Glpi84@', #SourceCharset => 'iso-8859-1', #DestCharset => 'utf-8', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'sAMAccountName', #CustomerValid => 'valid_id', CustomerUserListFields => ['sAMAccountName', 'sn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'sn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], #['UserPassword', 'Password', 'pw', 0, 1, 'var'], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'sAMAccountName', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; But when I want to activate the HTTPBasicAuth because I want that my users login automatically with their windows authentication, it doesn't work. I have an error message in the login forms "Panic! No UserData!!!". I have this on my config.pm for HTTPBasicAuth : # This is an example configuration for an apache ($ENV{REMOTE_USER}) # auth. backend. Use it if you want to have a singe login through # apache http-basic-auth $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::HTTPBasicAuth'; # In case there is a leading domain in the REMOTE_USER, you can # replace it by the next config option. $Self->{'Customer::AuthModule::HTTPBasicAuth::Replace'} = 'terreor\\'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'svr.xx.yy.com', BaseDN => 'OU=yy,DC=xx,DC=yy,DC=com', SSCOPE => 'sub', UserDN =>'CN=Helpdesk,OU=yy,DC=xx,DC=yy,DC=com', UserPw => 'Glpi84@', #SourceCharset => 'iso-8859-1', #DestCharset => 'utf-8', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'sAMAccountName', #CustomerValid => 'valid_id', CustomerUserListFields => ['sAMAccountName', 'sn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'sn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], #['UserPassword', 'Password', 'pw', 0, 1, 'var'], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'sAMAccountName', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; I tried a lot of different config found on this mailing list but it doesn't work. Laouache --------------------------------------------------------------------- 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/

3 3