April 2010 - otrs - OTRS mailing lists

Default Customer and User views
by Neil Grantham 07 Apr '10

07 Apr '10

Hi all To me, the Customer and User views seem to be 'alien', as 'Silver Springs' also found out earler. I would prefer to be able to see all the customers and all the users by default rather than searching for * Is it possible to change this default behaviour to the reverse and show them all? Maybe an enhancement request to toggle this in future? Thanks Neil

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FAQ search function - only one-word searches work
by Gregory Heffron 07 Apr '10

07 Apr '10

Right now, if I enter more than one word in the search field in the FAQ, nothing is found. Is there anyway to make it a standard and/or search? Sorry if this is obvious. I can't seem to find it in the manual. Best, Greg

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Notifications in message zoom view
by Jonathan Clarke 06 Apr '10

06 Apr '10

Hi, I've set up some custom notifications in my OTRS system, specifically to email an internal mailing list when one of my customers opens a new ticket. The content of the notification is some attributes (priority, service, etc) plus the body of the new ticket. However, these notification messages show up as a separate article in the message zoom view on customer's interface. This is quite superfluous, since the message only contains what's already in the ticket... How can I stop these messages from appearing there? I'm open to any solutions, including patching code. Thanks in advance for your suggestions! Jonathan -- ========================================== Jonathan Clarke ------------------------------------------ Normation 44 rue Cauchy - 94110 Arcueil - France ------------------------------------------ Tel: +33 (0)1 55 01 04 41 Mobile : +33 (0)6 99 60 03 10 ==========================================

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Template with external parameters
by Gator SLP 06 Apr '10

06 Apr '10

Hello all, My company want to find an easy way to open a new ticket from an OTRS template using a single URL with embedded parameters? Any help much appreciated. Thanks Neil

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otrs 2.4.3-2.4.7 - Toolbar set "FullSpell" doesn't exist
by Mikola Rose 06 Apr '10

06 Apr '10

Hi there; I am testing an upgrade to 2.4.7 but I have run into this problem on new Phone Ticket's. Are there any hints out there that would explain why I am getting this? Mik Rose | Director, IT - Support Services | PowerSoft Development Corp 1 (250) 642-0295 x23 http://www.power-soft.com <http://www.power-soft.com/> Live Support <https://secure.logmeinrescue.com/Customer/Download.aspx?EntryID=1509583 1> This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately.

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Seperate Queue for each company
by Silver springs 06 Apr '10

06 Apr '10

Hi All, Please let me know if there is a way to associate companies and queue's. I have added 4 companies in OTRS by going to customer company link in Admin area. And I need to have a queue seperately associated for each of these companies. Is it possible to have multiple companies having their own queue's in single OTRS installation ? Could any one of you have a solution in this issue ? Thanks WInter.

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Charset problem with fetch emails
by Gustavo Azambuja 06 Apr '10

06 Apr '10

Hi, I migrate my linux server to another with more capacity, but after that migration, I configure all OTRS to use UTF-8 After that, one or two times in a week PostMasterMailbox.pl stop and this error apper if I execute the classic: /opt/otrs/bin/PostMasterMailbox.pl -f 1 Charset encode 'ansi_x3.110-1983' -=> 'utf-8' (E-mail Lido-Santinelli) not supported! Charset encode 'ansi_x3.110-1983' -=> 'utf-8' (<E1NmIBH-0001EJ-SB(a)hw30.webservidor.net>) not supported! Charset encode 'ansi_x3.110-1983' -=> 'utf-8' (<E1NmIBH-0001EJ-SB(a)hw30.webservidor.net>) not supported! Charset encode 'ansi_x3.110-1983' -=> 'utf-8' (anti-spam disabled) not supported! Charset encode 'ansi_x3.110-1983' -=> 'utf-8' (<th29252(a)hw30.webservidor.net>) not supported! Malformed UTF-8 character (fatal) at /opt/otrs-2.4.7/Kernel/cpan-lib/Mail/Address.pm line 69. Some times is other encode and not ansi... all tables on mysql are configure to UTF-8, and DefaultCharset in OTRS too ($Self->{'DefaultCharset'} = 'utf-8';) What I can do? OTRS 2.4.7 in Ubuntu 8.04.4 LTS -- Gustavo Azambuja - Linux User: 275813 http://google.com/profiles/gazambuja USA Number: 1 (561) 247-2632 SIP Number: 1 (747) 132-7623

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Get tickets to the Caldav calendar systems
by Norbert Bede 06 Apr '10

06 Apr '10

hi, Any ideas how should I get my tickets to my Caldav based calendar system ? it is possible for example in salesforce.com CRM/helpdesk - it is killer. This solution should be very helpful to peoples whois are not dedicated Servicedesk coworkers but also has another responsibilities - mainly for SMB peoples. Any ideas ? norbert [nbe222]

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Failed 'long subject with parenthesis' search
by Jesus Peña Martinez 06 Apr '10

06 Apr '10

Hi everybody. I think I've found a bug in the search engine: it fails if you try to search for a long subject (32+ chars) and you use parenthesis at the end. I'm trying searching for tickets with subjetct like this example as only condition: "SEARCH FOR A LONG SUBJECT WITH PARENTHESIS (ISSUE)" The search engine returns nothing (even if there are tickets with this subject) and you obtain this error in the log: [Tue Apr 6 16:30:47 2010][Error][Kernel::System::Ticket::TicketSearch][4752] You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '((LOWER(art.a_subject) LIKE LOWER ('%ISSUE%')) )(LOWER(art.a_subject) LIKE LOWER(' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article art WHERE sq.id = st.queue_id AND st.id = art.ticket_id AND sq.group_id IN (1, 2, 3, 3, 4, 5, 6, 7, 8, 9, 12, 13, 14, 15) AND (((LOWER (art.a_subject) LIKE LOWER('%SEARCHFORALONGSUBJECTWITHPARENTHESIS%')) ((LOWER(art.a_subject) LIKE LOWER('%ISSUE%')) )(LOWER(art.a_subject) LIKE LOWER('%')) )) ORDER BY st.create_time_unix DESC LIMIT 2000' IMHO, the problem is the long subject (that probably means there are more than like comparison in the query) and parenthesis use. I don't understand the query where part so I am not be able to fix it. Could someone help me? Thank you very much in advance. Regards. Jesus.

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SSO with Kernel::System::CustomerAuth::HTTPBasicAuth display Panic! No UserData!!! Error
by Arnault Tovar 06 Apr '10

06 Apr '10

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

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