September 2010 - otrs - OTRS mailing lists

Difference in CustomerGroupAlwaysGroups and CustomerGroupSupport
by Pradumna Maheshwari 23 Sep '10

23 Sep '10

Hello , Can anyone tell me the exact difference between these two..? What should be use when..? What to do for this example: Suppose I have 10 Queues. To Customer A, I want to display only 5 queues and to Customer B, rest 5 queue. Thanks a lot..... Pradumna Maheshwari Tata Consultancy Services Cell:- +919930333734 Mailto: pradumna.maheshwari(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Re: [otrs] How to create our own report
by Ferdinandus Rudijanto 22 Sep '10

22 Sep '10

I found New Report link when I edited an existing report. That's great. I'm able to create a report now. But is there a way to group the list based on certain field, e.g. List of Request Grouped by Customer? ------Original Message------ From: Alan To: frudijanto(a)yahoo.com To: User questions and discussions about OTRS. Subject: Re: [otrs] How to create our own report Sent: Sep 22, 2010 9:08 PM On Tue, Sep 21, 2010 at 5:23 PM, Ferdinandus Rudijanto <frudijanto(a)yahoo.com> wrote: > I want to create our own report. I really appreciate any body who can provide the info on this. > > Regards > Rudi Perhaps you can describe what kind of report you want to create. OTRS can generate many kinds of reports for you, but in some cases you have to write your own queries / scripts to do it. Alan

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error No TicketID is given
by DM_Julio Angulo 22 Sep '10

22 Sep '10

anyone know the meaning of this error: I see in the logs [Error][Kernel::Output::HTML::Layout::Error][1416] No TicketID is given! Julio Cesar Angulo Quiroz Telf.: 997066155

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otrs delete email boxes
by DM_Julio Angulo 22 Sep '10

22 Sep '10

Hi team, i have configured OTRS to download e-mail using imap but does not create ticket and eliminates this emails from the inbox, Question: how i repair; to create tickets, and not delete messages?. Tnx all Julio Cesar Angulo Quiroz Telf.: 997066155

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How to create our own report
by Ferdinandus Rudijanto 22 Sep '10

22 Sep '10

I want to create our own report. I really appreciate any body who can provide the info on this. Regards Rudi

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LDAP Config and 3.0
by Vance Walsh 22 Sep '10

22 Sep '10

I discovered the issue. As we use FirstClass for our email server it doesn't integrate with Active Directory for Email data, which means none of our Email fields are populated. When I added the email fiend correctly tyo matcxh our email server for a pair of accounts it worked. I will script out a fill of this field from our email server DB and it should correct this issue. This does lead me to one question. How do I now login with admin credentials to setup the groups in question. I suspect the easiest way is to remove the config I just added and login as root@localhost as this ability goes away once the LDAP authentication is added. --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass.

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Re: [otrs] mismatch between active directory and local backendauthentication
by Florian Houel 22 Sep '10

22 Sep '10

Hi Sebastien, Unfortunately we don't use AD right now to authenticate in OTRS, but that's true I'm also a French speaking guy. The mail archive shows this error in 2004 (related to a bug in 1.2.1) but also recently, probably linked to a character set issue. I imagine that the SQL INSERT request could be partially malformed due to some quote/apostrophe. Did you notice any change between the submitted ticket (on the screen when your customer clicks "submit") and the resulting ticket recorded in OTRS, especially in the subject, for instance with accentuated characters? Please gurus, correct me if I'm wrong. I imagine (yes, once again, like Lennon) that the DB user that creates the article can be different when AD in ON or OFF. I mean, it may be the same DB user but with a different character set, for instance. Does it make any sense ? Florian. De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Sebastien Bory Envoyé : mardi 21 septembre 2010 08:44 À : otrs(a)otrs.org Objet : [otrs] mismatch between active directory and local backendauthentication Good morning, list, I have a problem, but my knowledge with MySQL and Perl is very limited. I try to explain what happens. When I have a local customer backend, my customer can create a new ticket on the customer interface, all is good (the ticket is created on the agent interface, and mail is send to this agent to aware there are a new ticket). When I configure Active directory authentication for my customer, I see all active directory users' on the Agent interface, the customer can login on the Interface web (that is good). But when the customer create a new ticket and click to summit he have this screen with this error :" Erreur: Can't get ArticleID from INSERT!" (I Have the same message in apache Log) . He need to close his Internet Browser and re logon to see his Ticket. All the same the ticket is created for the Agent (on the Agent interface)in the correct Queue; but the agents not receive an email to aware them " there are a new ticket in this file". I thinks perhaps is a problem with OTRS (or active Directory) which need to create an entry in MySQL database. Anybody have an ideas? (thanks in advance), I hope my mail is clear (sorry for my English) King regards Sébastien Bory Administrateur réseaux

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Linking config items with incidents, problems, change, etc.
by niklas.johansson＠knowit.se 22 Sep '10

22 Sep '10

Hello, How do I link incidents, problems and changes with config items? It would be good to get statistics showing how many incidents are related to different config items. Also, is it possible to link service to what components they are built up from? Thanks and Regards, Niklas

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LDAP COnfig and 3.0
by Vance Walsh 22 Sep '10

22 Sep '10

After some fiddling I think I am close In my log for otrs [Tue Sep 21 12:34:13 2010][Notice][Kernel::System::Auth::LDAP::Auth] User: vwalsh (CN=Vance Walsh,OU=Adults,DC=public,DC=concordacademy,DC=org) authentication failed: '80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 52e, vece ' (REMOTE_ADDR: 127.0.0.1). [Tue Sep 21 12:34:13 2010][Error][Kernel::System::User::UserLookup][737] No UserID found for 'vwalsh'! Where should I be looking to resolve this? --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass.

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Re: [otrs] Attachments files
by "LQ Marshall" 21 Sep '10

21 Sep '10

> Is there any way to change this option and move this content to the FS > (if the DB grows too large) on an existing system? I think there in a script to do this. Look on your server's script directory; it was documented. L. Marshall lMarshall(a)iNetSpace.net (o) 919.866.3195 (m) 919.796.3949 -- Sent from my mobile device

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