June 2010 - otrs - OTRS mailing lists

Changing directory layout in ArticleStorageFS
by Alejandra Piedra 01 Jun '10

01 Jun '10

Hi All! I'm kind of confused with the structure of folders that this feature has. For example, if I attach a file in a ticket, it creates the following folders: · Year o Month § Day · Folder# I would assume that the Folder# would be the ticket number so it's easy to track while surfing through the directory, but instead it creates a folder with a consecutive number, and worst of all, it creates a folder for each attachment I submit in the ticket. Is there a way to just throw every attachment to a single folder and that that folder has de ticket # I understand that maybe this means changing code in the ArticleStorageFS file, but I can do it, just show me how. Thanks and regards Maria Alejandra Piedra

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Customer Users: Can we keep all data in OTRS database, but still authenticate against LDAP?
by Stanford P. 01 Jun '10

01 Jun '10

We’re evaluating OTRS at present, and are looking to get LDAP authentication working. We’ve succeeded in getting Users (agents) authenticating against our LDAP server (eDir) but haven’t yet got Customer authentication working against this directory – we want our Customers to be able to login to the Customer web page with their eDir uids and passwords. Before we get too deeply into the mysteries of configuring this setup, can I just check one fundamental point - In our case, in order to provision each Customer record, we will need to be getting the fields from a number of different sources – our own MySQL tables, queries on a different LDAP server etc. It is probably going to be easier for us to assemble this data for each customer, and directly update the OTRS database ‘customer_user’ table, than it is for us to write the fields into our eDir schema and then synchronise this with OTRS’s tables. Given that we have a full Customer record in the customer_user table, is it possible for OTRS just to use LDAP for the purpose of customer authentication only, without us having to modify our eDir entries at all? This isn’t clear to me from the documentation. Also, if we have Customer data in ‘customer_user’ and are just using LDAP for Customer (and User/Agent) authentication, will we be able to edit individual users via the OTRS web interface? I assume there would be no reason why we couldn’t also edit the ‘customer_user’ table directly if we preferred. This SEEMS to be the way things are working with our User/Agent LDAP authentication - I can see and edit agent details in the OTRS web interface, but any changes to password I put in there are ignored, and agents are correctly authenticated against my eDir login. Is this how it should work for customer users too, once we’ve sorted out the LDAP setup? I’d be grateful for any clarification on this point. Regards Phil Stanford

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new case auto assigned to supportworker/performance
by Stian Antonsen 01 Jun '10

01 Jun '10

Hi, I was wondering if it possible to add a new case and not assign it to anyone just add it to a folder? If I add a new case without assigning the case to anyone then the case is automaticly assigned to the one that adds it. We are also experiencing slow performance on the new version of otrs and I was wondering if it is possible to tune it or something? Best regards Stian antonsen

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Re: [otrs] Customer with multiple email addresses
by Sarper SARIDAL 01 Jun '10

01 Jun '10

I'm not really sure how you do it over otrs but there is usually a workaround. If you are using exchange server ; Probably you may have defined multiple smtp addresses , if not try adding the smtp nuno.miguel.neves(a)pkf.pt to the account that has nneves(a)pkf.pt as smtp as default as a secondary smtp address. or You can create another account without an e-mail address disabled then right click on the account associate it with an external mail account select your disabled created account. then define the nuno.miquel.neves(a)pfk.pt there and forward all mails to nneves(a)pkf.pt. The above examples looks like you are changing the way your accounts work. But if you can't find another way. It may probably help. How i do is ; All incidents are in a pool queue and customers assign the incidents from there and move the tickets to their own queue. That way a user can even send an email to otrsmailer(a)pkf.pt (i defined it under imap accounts and it checks and fetches mails and create an automatic ticket and move it to the pool queue. I just wrote the above sentence if someone is looking for such a solution also. Hope it helps. If not , you can add my msn : sarper(a)saridal.com i'll be glad if i can help to figure out the issue. Regards, Sarper On Mon, May 31, 2010 at 6:08 PM, Nuno Miguel da Cruz Neves < nuno.miguel.neves(a)pkf.pt> wrote: > Hello. > > > > I am setting up OTRS against an Active Directory backend for customers. > > > > The thing is, my AD username is my CustomerID, but, when sending emails, my > email address is an alias. Is there a way I can specify multiple CustomerID > for the same user? > > > > I’ll try to write an example: > > > > My AD username is nneves . So, my email address is nneves(a)pkf.pt > > > > But I use an alias nuno.miguel.neves(a)pkf.pt > > > > Is there a way I can say that if I receive an email with a request from > nuno.miguel.neves(a)pkf.pt, it should stay in nneves(a)pkf.pt queue, so that > when I login as a customer, I can see all my requests? > > > > Thank you, > > > > Nuno Miguel Neves > > *Partner* > > PKF Sistemas de Informação, S.A. > > Edificio Atrium Saldanha l Praça Duque de Saldanha, nº1 4º Piso H l > 1050-094 Lisboa l Portugal > > Tel: +351 213 182 720 l Fax: +351 213 146 114 l Tlm: + 351 964 803 152 > > email: nuno.miguel.neves(a)pkf.pt l http://www.pkf.pt > > > > > > A PKF – Sistemas de Informação,SA é membro da PKF International Limited, > uma associação de sociedades membro legalmente independentes, a qual não > aceita quaisquer responsabilidades pelos actos ou omissões de qualquer > sociedade ou sociedades membro. Uma qualquer sociedade membro não aceita > quaisquer responsabilidades pelos actos ou omissões de qualquer outra > sociedade ou sociedades membro. > > PKF – Sistemas de Informação,SA is a member of PKF International Limited, > an association of legally independent member firms which does not accept any > responsibility or liability for the actions or inactions on the part of any > individual member firm or firms. Individual member firms do not accept > responsibility or liability for actions or inactions on the part of any > other individual member firm or firms. > > > > Este e-mail pode conter informação privilegiada e confidencial. Se não é o > destinatário pretendido, não deve copiar ou distribuir este e-mail. Se > recebeu este e-mail por engano, por favor notifique imediatamente o > remetente. Deve certificar-se que este e-mail e os seus anexos não se > encontram infectados por vírus. O envio de e-mails não é um meio de > comunicação completamente seguro. Apelamos a que reconheça essa falta de > segurança e que tome todas as precauções necessárias quando comunicar > connosco via e-mail. > > A PKF reserva-se do direito de ler sem pré-aviso qualquer e-mail e > respectivos anexos que nos sejam enviados. > > This e-mail may contain privileged and confidential information. If you are > not the intended recipient, you must not copy or distribute it. If you have > received this e-mail in error, please notify the sender and delete the > e-mail immediately. You should ensure that this e-mail and any attachments > are virus free. E-mail is not a 100% secure communications medium. We advise > that you understand this lack of security and take any necessary measures > when e-mailing us. > We reserve the right to read any e-mail or attachment entering or leaving > our systems from any source without prior notice. > > > > --------------------------------------------------------------------- > 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/ >

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