May 2010 - otrs - OTRS mailing lists

Re: [otrs] Panic No user Data
by Daniele Gagliardi 04 May '10

04 May '10

Hi James (sorry for my previous post, I didn't see entire message where you did configure also LDAP backend). Il 04/05/2010 12.18, otrs-request(a)otrs.org ha scritto: > 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..." > I have the same configuration, and it works for me (I have two backends for customers to which I authenticate and store them). It seems to me that the only difference is in a new section on LDAP backend configuration: Params => { # # ldap host Host => ... ... # # die if backend can't work, e. g. can't connect to server Die => 1, # # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, Hope this can help to solve. Daniele

1 0

Re: [otrs] Panic No user Data
by Daniele Gagliardi 04 May '10

04 May '10

Hi James, you need to configure also the database backend to retrieve informations of your customer on LDAP. Search for the section starting with: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = Name => 'Database Backend', Module => 'Kernel::System::CustomerUser::DB', and comment it (this is the default backend on OTRS DB), and then uncomment and configure follwing section starting with: CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', You can also have multiple customer backends: you only need to change $Self->{CustomerUser} setting a progressiva number 1,2... ( $Self->{CustomerUser1}, $Self->{CustomerUser2},...) and configuring each section. You fill find more on http://doc.otrs.org/2.3/en/html/x1638.html#multiple-customer-backends Bye Daniele

1 0

Re: [otrs] R: OTRS 2.4.7 - Agent Tickets Search Result Close time
by Florian Houel 04 May '10

04 May '10

The template AgentTicketOverviewSmall.dtl is used by TicketOverviewSmall.pm (OTRS\Kernel\Output\HTML) This .pm program gets a lot of data in an array and then calls the .dtl template with this data array. You'll find a my %Article = $Self->{TicketObject}->ArticleLastCustomerArticle( TicketID => $TicketID ); (line 112 from the .pm) that gets a lot of data from the article. Then, this array is used while the .dtl template is invoqued $Self->{LayoutObject}->Block( Name => 'Record', Data => { %Article, %UserInfo } ); and it's content is available in the .dtl file. If you have a look into the ArticleLastCustomerArticle and into ArticleGet (that you find in Ticket.pm), you find the list of available article attributes: TicketID, Title, QueueID, Queue, StateID, LockID, PriorityID, Priority, Age, CreateTimeUnix, Created, Changed, etc. Now, just try changing this .dtl line : $Data{"StartFont"}$QData{"Age"}$Data{"StopFont"} to this : $Data{"StartFont"}$QData{"Created"}$Data{"StopFont"} Hope that makes sense and helps Florian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Alessandro d'Ambrosio Envoyé : lundi 3 mai 2010 11:30 À : 'User questions and discussions about OTRS.' Objet : [otrs] R: OTRS 2.4.7 - Agent Tickets Search Result Close time Thank you Mike, I found the .dtl page but I don't know how perl interprets the name of db fields. In the Database I see a table named "ticket" with many informations about them. There are "cretae_time" and "change_time" in this table but I don't know how to show them in the web interface. Thanks Alessandro Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di James, Michael Inviato: venerdì 23 aprile 2010 13.17 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time Hi Alessandro, I think the search results page is displayed using AgentTicketOverviewSmall.dtl (i think that is one of three view modes). You could edit this file to have your fields displayed. Under the block:  You'll find the column headers. Under the block:  You'll find the data configuration for the columns. You could replace Age with create time to solve one of your problems, and rename the column. If you added a column, you would obviously have to extend the column span under  Maybe someone who has already added a column to this view could shed some light on the exact procudure for that. Thanks Mike ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alessandro d'Ambrosio Gesendet: Freitag, 23. April 2010 11:45 An: 'User questions and discussions about OTRS.' Betreff: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time Hi, I have this question: I would like to perform a custom research in my otrs (ver.2.4.7) when I log in as an agent. In the Agent Ticket Search Result page I'd rather see these fields: Ticket Create Time Close Time From State Ticket Agent Customer ID Than: Tcket Age(!!!) From State Ticket Agent Customer ID In versione 2.3.4 I've got the AgentTicketSearchResultShort.dtl file (in Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard) and I edited this without success :-( . In 2.4.7 version I haven't found any .dtl file to edit. Anyone can help me? Thanks, Alessandro

2 1

OTRS experienced oom (out of memory)
by Tiger YX He 04 May '10

04 May '10

Dear All, Yesterday, my OTRS box (running on Centos 5.4 , otrs ver: 2.4.7) experienced out-of-memory. The below log was captured before the problem occurred. After about 3 hours, oom-killer killed some application include mysqld and httpd and the service was resumed. Have someone can help me to find out the root cause? Thanks a lot. =================================================================== [Mon May 3 18:57:55 2010] -e: DBD::mysql::st execute failed: 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(login) NOT LIKE LOWER('%@%') AND LOWER(first_name) NOT LIKE LOWER('%@%') ' at line 1 at /opt/otrs//Kernel/System/DB.pm line 559. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon May 3 18:57:55 2010 Message: 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(login) NOT LIKE LOWER('%@%') AND LOWER(first_name) NOT LIKE LOWER('%@%') ' at line 1, SQL: 'SELECT login , first_name, last_name, email FROM customer_user WHERE ((LOWER(login) NOT LIKE LOWER('%ablerainbow%') AND LOWER(first_name) NOT LIKE LOWER('%ablerainbow%') AND LOWER(last_name) NOT LIKE LOWER('%ablerainbow%') AND LOWER(customer_id) NOT LIKE LOWER('%ablerainbow%')) (LOWER(login) NOT LIKE LOWER('%@%') AND LOWER(first_name) NOT LIKE LOWER('%@%') AND LOWER(last_name) NOT LIKE LOWER('%@%') AND LOWER(customer_id) NOT LIKE LOWER('%@%')) ) AND valid_id IN (1) LIMIT 250' Traceback (15009): Module: Kernel::System::CustomerUser::DB::CustomerSearch (v1.78) Line: 274 Module: Kernel::System::CustomerUser::CustomerSearch (v1.55) Line: 178 Module: Kernel::Modules::AgentCustomerSearch::Run (v1.15.2.1) Line: 67 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Mon May 3 18:57:55 2010] -e: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs//Kernel/System/DB.pm line 622. ======================================================================= hpsbigcat

1 0

Reset password failure when using multiple backends
by Daniele Gagliardi 03 May '10

03 May '10

Hi all, I've installed OTRS 2.4.7 on my Windows XP laptop. I've configured my OTRS installation to authenticate users both on OTRS database and our internal company LDAP, setting configuration in Kernel/Config/Defaults.pm following instruction on administration manual (page 114 on pdf). Always ok, I can login using local OTRS db account and using LDAP account. After that I tried to recover a password for a OTRS db account using functionality exposed on customer login module. OTRS sens me correctly an e-mail with a link to activate change password, I receive the message in my mail box, check the url and OTRS fails with a web page containing the message: Can't call method "GenerateRandomPassword" on an undefined value at C:/Programmi/OTRS/OTRS/bin/cgi-bin/../../Kernel/System/CustomerUser.pm line 466, <DATA> line 275. Sadly in C:\Programmi\OTRS\OTRS\var\log\otrs.log there is no other information. What's wrong with my multiple backend configuration? Thanks for your response Daniele Gagliardi

2 2

Re: [otrs] R: OTRS 2.4.7 - Agent Tickets Search Result Close time
by Martignier, Philippe 03 May '10

03 May '10

I did :) Do not forget to change also the filters ... and created as field wont work you have to put $Data{"Created"} and then filters will work Hope it helps :) I changed also the name in front of the date display (in the other views) as it is not a created date but a last modified date ... Did a remark on this a few days/weeks ago here but got no feedback :) Enjoy Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 3. mai 2010 13:53 To: otrs(a)otrs.org Subject: otrs Digest, Vol 20, Issue 4 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. R: OTRS 2.4.7 - Agent Tickets Search Result Close time (Alessandro d'Ambrosio) 2. Re: R: OTRS 2.4.7 - Agent Tickets Search Result Close time (Florian Houel) ---------------------------------------------------------------------- Message: 1 Date: Mon, 03 May 2010 11:30:11 +0200 From: Alessandro d'Ambrosio <alessandro.dambrosio(a)unimi.it> Subject: [otrs] R: OTRS 2.4.7 - Agent Tickets Search Result Close time To: "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> Message-ID: <004601caeaa3$3ac46a00$b04d3e00$%dambrosio(a)unimi.it> Content-Type: text/plain; charset="iso-8859-1" Thank you Mike, I found the .dtl page but I don?t know how perl interprets the name of db fields. In the Database I see a table named ?ticket? with many informations about them. There are ?cretae_time? and ?change_time? in this table but I don?t know how to show them in the web interface. Thanks Alessandro Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di James, Michael Inviato: venerd? 23 aprile 2010 13.17 A: User questions and discussions about OTRS. Oggetto: Re: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time Hi Alessandro, I think the search results page is displayed using AgentTicketOverviewSmall.dtl (i think that is one of three view modes). You could edit this file to have your fields displayed. Under the block:  You?ll find the column headers. Under the block:  You?ll find the data configuration for the columns. You could replace Age with create time to solve one of your problems, and rename the column. If you added a column, you would obviously have to extend the column span under  Maybe someone who has already added a column to this view could shed some light on the exact procudure for that. Thanks Mike _____ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Alessandro d'Ambrosio Gesendet: Freitag, 23. April 2010 11:45 An: 'User questions and discussions about OTRS.' Betreff: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time Hi, I have this question: I would like to perform a custom research in my otrs (ver.2.4.7) when I log in as an agent. In the Agent Ticket Search Result page I?d rather see these fields: Ticket Create Time Close Time From State Ticket Agent Customer ID Than: Tcket Age(!!!) From State Ticket Agent Customer ID In versione 2.3.4 I?ve got the AgentTicketSearchResultShort.dtl file (in Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard) and I edited this without success :-( . In 2.4.7 version I haven?t found any .dtl file to edit. Anyone can help me? Thanks, Alessandro

1 0

OTRS 2.4.7 - Agent Tickets Search Result Close time
by Alessandro d'Ambrosio 03 May '10

03 May '10

Hi, I have this question: I would like to perform a custom research in my otrs (ver.2.4.7) when I log in as an agent. In the Agent Ticket Search Result page I'd rather see these fields: Ticket Create Time Close Time From State Ticket Agent Customer ID Than: Tcket Age(!!!) From State Ticket Agent Customer ID In versione 2.3.4 I've got the AgentTicketSearchResultShort.dtl file (in Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard) and I edited this without success :-( . In 2.4.7 version I haven't found any .dtl file to edit. Anyone can help me? Thanks, Alessandro

2 2

No notification after creating ticket through web
by Florian Houel 03 May '10

03 May '10

You can restrict customer allowed queues either with an ACL rule or by using the CustomerPanelOwnSelection parameter in SysConfig. Please see the article in OTRS's Wiki on http://wiki.otrs-forum.de <http://wiki.otrs-forum.de/> . The agent receives a notification when the ticket is created in one of its "preferred queues". Hope this helps, Florian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Erik van Ast Envoyé : lundi 26 avril 2010 14:39 À : otrs(a)otrs.org Objet : Re: [otrs] No notification after creating ticket through web Dear mister de Pauw, Thank you for your reply. When I create a ticket from the customer website, the customer can choose in which queue it must be placed. At the moment we have 3 different queues. One "main" queue intended for all tickets to be placed in and 2 "sub" queues under the "main" queue. I want only the administrators to be able to move the tickets from the "main" queue to the "sub" queues. When I ask the customer to send an email to our OTRS system, a ticket is created, and the customer get's an email with the new ticket number and some info. That response comes from an auto response on the "main" queue (call it queue A) and the agent (me) also gets an email, but that email comes from the "notification" (en::Agent::NewTicket). When the customer however creates the ticket from the customer.pl website, it can choose which queue to place it in (I don't want that. How can I set-up that all new tickets from the website are automatically put in the "main" queue?). When it places it in the "main" queue, everything works fine, but if they put it in one of the "sub" queues (call it queue A1), the customer gets an auto response from that queue, but the agent gets no notification email. Does the "en::Agent::NewTicket" notification only work on the "main" queue and not on a "sub" queue? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast

1 0

How to change TicketNr Syntax
by ml ml 03 May '10

03 May '10

Hello List, we use the default OTRS Ticket syntax. However, we run into problems when communicating with other OTRS systems. How can i change my Ticket Sytax savly without breakting the whole system? :-) Cheers, Mario

3 4

Change Ticket State on Customer E-Mail Reply
by ml ml 03 May '10

03 May '10

Hello List, if i write a customer an e-mail and set the status to "pending..." and the customer replies...then the Ticket-State does not change and its still pending. I thought its the default behavior, that the state changes from pending to open in this case. If not....how can i accomplish this? Thanks, Mario

2 6