October 2011 - otrs - OTRS mailing lists

New line automatically inserted in event based Notifications
by Robert Poreba 07 Oct '11

07 Oct '11

Hi All, Does anybody know how to stop formatting of event based notifications (ie. inserting new line character every know and then)? Currently when we add a note, the email sent to the customer can look like below which doesn't look very clear. Note added: "a problem with its' Clustered HA firewalling system which is affecting the even numbered mimecast servers" Notification sent: > a problem with its' Clustered HA firewalling system which is affecting > the > even numbered mimecast servers I would like the notification to have the same format as the note added. -- Thanks a lot Robert

4 4

Upgrading..
by Martin Rheumer 07 Oct '11

07 Oct '11

I am very new to otrs and am about to upgrade a 3.0.8 to 3.0.10 installation and was wondering if anyone has any more to add then simply rpm -Uvh and run the RebuildConfig.pl script ? Thanks Martin

3 2

Ticket Creating Customization Help
by Wagner 06 Oct '11

06 Oct '11

Hello, I want to create another combobox inside the /opt/otrs/Output/HTML/Standard/AgentTicketPhone.dtl Imagine this, when the user is going to create a ticket he will se the service combo, where will have only the major services, like: "Incident", "Problem", "blabla" and when the user select a major service, a second combobox, is loaded with it subservices, say I choose "Incident" in the first combo, the second will show me all the services that begin with "Incident::" I was thinking on creating a ACL to load the first combo, and ajax to load the second one. Could someone help me with loading the second combo? Thanks

1 0

ACL Ticket Type-Service
by Carlos Andrés Gallego Arboleda 06 Oct '11

06 Oct '11

Hello I have try to make an ACL, to restrict the use of the services depending of the ticket type. Like this $Self->{TicketAcl}->{'ACL-tipos'} = { Properties => { Ticket=>{ Type => ['Requerimientos'], }, }, PossibleNot => { # possible ticket options Ticket => { Service => ['[RegExp]^.*',], #Clear the list first }, }, Possible => { # possible ticket options Ticket => { Service => ['[RegExp]^.Requerimientos*',], #Adding the ticket types }, }, }; But I need your help whit this. The services are Requerimientos::Accesos Requerimientos::software Requerimientos::* I don't nkow how to use wildcards on the ACL Thanks for your help Carlos Gallego

2 4

register new customer in OTRS conected to AD
by DM_Julio Angulo 06 Oct '11

06 Oct '11

hello team, I have otrs connected to the AD, but I like register new customers with the customer interface, is posible? which should be modified. thanks for the support Julio Angulo Telf.: +51 1 4150300 anexo: 1468 Movil: +51 997066155

2 2

Re: [otrs] Generic Agent
by Garabed Yegavian 06 Oct '11

06 Oct '11

I thought I had sent this out apparently not, Below is the log, in order to excecute /etc/init.d/cron status and /etc/init.d/cron start or restart I had to use sudo. Oct 5 08:54:18 support init: cron main process (13148) killed by TERM signal Oct 5 08:54:18 support cron[32634]: (CRON) INFO (pidfile fd = 3) Oct 5 08:54:18 support cron[32635]: (CRON) STARTUP (fork ok) Oct 5 08:54:19 support cron[32635]: (CRON) INFO (Skipping @reboot jobs -- not system startup) Oct 5 08:55:01 support CRON[32664]: (fireline) CMD (date) Oct 5 08:55:01 support sendmail[32666]: p95Ft16O032666: from=fireline, size=281, class=0, nrcpts=1, msgid=<201110051555.p95Ft16O032666(a)support.firelinebroadband.com>, relay=fireline@localhost Oct 5 08:55:01 support sm-mta[32667]: p95Ft1qo032667: from=<fireline(a)support.firelinebroadband.com>, size=607, class=0, nrcpts=1, msgid=<201110051555.p95Ft16O032666(a)support.firelinebroadband.com>, proto=ESMTP, daemon=MTA-v4, relay=localhost [127.0.0.1] Oct 5 08:55:01 support sendmail[32666]: p95Ft16O032666: to=fireline, ctladdr=fireline (1000/1000), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=30281, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (p95Ft1qo032667 Message accepted for delivery) Oct 5 08:55:01 support sm-mta[32668]: p95Ft1qo032667: to=<fireline(a)support.firelinebroadband.com>, ctladdr=<fireline(a)support.firelinebroadband.com> (1000/1000), delay=00:00:00, xdelay=00:00:00, mailer=local, pri=30874, dsn=2.0.0, stat=Sent Oct 5 08:56:01 support CRON[32672]: (fireline) CMD (date) Oct 5 08:56:01 support sendmail[32674]: p95Fu1eM032674: from=fireline, size=281, class=0, nrcpts=1, msgid=<201110051556.p95Fu1eM032674(a)support.firelinebroadband.com>, relay=fireline@localhost Oct 5 08:56:01 support sm-mta[32675]: p95Fu136032675: from=<fireline(a)support.firelinebroadband.com>, size=607, class=0, nrcpts=1, msgid=<201110051556.p95Fu1eM032674(a)support.firelinebroadband.com>, proto=ESMTP, daemon=MTA-v4, relay=localhost [127.0.0.1] Oct 5 08:56:01 support sendmail[32674]: p95Fu1eM032674: to=fireline, ctladdr=fireline (1000/1000), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=30281, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (p95Fu136032675 Message accepted for delivery) Oct 5 08:56:02 support sm-mta[32676]: p95Fu136032675: to=<fireline(a)support.firelinebroadband.com>, ctladdr=<fireline(a)support.firelinebroadband.com> (1000/1000), delay=00:00:01, xdelay=00:00:00, mailer=local, pri=30874, dsn=2.0.0, stat=Sent -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Tuesday, October 04, 2011 5:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 37, Issue 5 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. FreeText ACLs (Wagner) 2. Re: FreeText ACLs (Nils Leideck) 3. Re: Generic Agent (Rory) 4. Re: Generic Agent (Rory) ---------------------------------------------------------------------- Message: 1 Date: Mon, 3 Oct 2011 17:08:33 -0300 From: Wagner <wagnerspi(a)gmail.com> Subject: [otrs] FreeText ACLs To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAO0inons+zAVEpukvDjCKJdHgxSbG8YRPeZ7dPeFO549RvFMuA(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hello, is there a way to create a ACL that hides 2 freetexts from some users? something like: if user A shows freetext 1, 3, 4, 5, 6 if users != A shows freetext 1, 3, 4 Thanks

2 1

ldap sync
by Neil Simpson 06 Oct '11

06 Oct '11

Hi, upgraded a while back from 2.4 to 3.0.9. Now when new users try to login they get a "panic" error message and it doesn't do anything further. i then have to create user manually and then it works. Has anything changed with the LDAP backend structure. the only change i see from the documentation is the old 2.4 way was called "AuthModule" and the new is called "AuthSyncModule". Does it allow both or must i change to the new way? Can't test as it's a live system. thanks for any info. Neil

2 2

FreeText ACLs
by Wagner 05 Oct '11

05 Oct '11

Hello, is there a way to create a ACL that hides 2 freetexts from some users? something like: if user A shows freetext 1, 3, 4, 5, 6 if users != A shows freetext 1, 3, 4 Thanks

2 2

Generic Agent not trigging StateUpdate event
by Wagner 05 Oct '11

05 Oct '11

Hello I'm trying to send a notification trought event TicketStateUpdate, in the Generic agent, I set a new state to some tickets, but the event TicketStateUpdate is not triggered, If I change by myself the state of ticket, it triggers the Notification How do I make this work? or configure the generic agent to send notification to the agent? thanks

1 0

OTRS+ProcessMaker
by Luis Daniel Lucio Quiroz 04 Oct '11

04 Oct '11

Has any of you done this integration? Where i can see api so we can figure it out how to do it. Problem is ProcessMaker is PHP so mixing langages is not too easy. THanks LD

2 1