September 2010 - otrs - OTRS mailing lists

notification using GenericAgent
by DM_Julio Angulo 21 Sep '10

21 Sep '10

hi, I want send a notice to be met before an escalation using to GenericAgent, question: what the command go in the textarea? or is for some other reason not send theemail. Thanks for your answer Julio

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deleting ticket
by DM_Julio Angulo 21 Sep '10

21 Sep '10

Hi, I know which is the procedure to delete a ticket created by error, which does not generate statisticsthanks for the help Julio Cesar Angulo Quiroz Technical Support Infraestructure & Operations Equifax Zorzales 160, piso 9 San Isidro, Lima - Perú

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Attachments files
by PREF31 OTRS 21 Sep '10

21 Sep '10

Hi, Can someone tell me where are the attachments files ? Thanks Claude

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How does it count closed and created tickets
by Debora Blass 21 Sep '10

21 Sep '10

Hi, how does the OTRS count "closed" and "created" tickets ?? LG, Debbie

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mismatch between active directory and local backend authentication
by Sebastien Bory 21 Sep '10

21 Sep '10

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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LDAP config and 3.0
by Vance Walsh 20 Sep '10

20 Sep '10

Is the config for LDAP to a windows 2003 or 2008 server the same as 2.4? I am having some troubles getting OTRS to either populate it's customer base with LDAP or allow access by User Group. --- Vance Walsh Network and Systems Administrator Concord Academy - Concord, Mass.

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search ticket closed by agent
by Rupp Timo 20 Sep '10

20 Sep '10

Hi, is there any possibility to find all tickets closed (or edited) by a specified agent on a specified date? I didn't find anything in documentation or mailing list history ... Thx for your suggestions - Timo

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Ticket tag ; free text "content" instead of "key" ?
by Daniel Maher 20 Sep '10

20 Sep '10

Hello, The OTRS documentation lists a number of possible tags that can be included in notification emails. A series of tags are related to FreeText (see ref.), which will display the key value for a given FreeText item. For example, given : TicketFreeKey1 ; key = locale, content = Localisation TicketFreeText1 ; key = ca, content = Canada Result : <OTRS_TICKET_TicketFreeKey1> will be "locale" <OTRS_TICKET_TicketFreeText1> will be "ca" What i would like is a tag that displays the content (i.e. "Localisation" and "Canada", in the given example). Does such a tag exist ? If not, can such behaviour be enabled or added somehow ? Thank you. ref. http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=186 http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=70 -- Daniel Maher <dma PLUS otrs AT witbe DOT net> "The Internet is completely over." -- Prince

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Torsten.Thau@cape-it.de
by Pradumna Maheshwari 19 Sep '10

19 Sep '10

Hello All, Can you please tell me, how to add various details of users from Active Directory to OTRS system..? Thanks.. 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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Queue get disappear after changing its name
by Pradumna Maheshwari 19 Sep '10

19 Sep '10

Hello All, My problem is, When I am changing queue name from 'Queue' of Admin module. After this the updated queue get disappear from Customer Interface. What to do..? Thanks in advance.. 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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