December 2011 - otrs - OTRS mailing lists

customer backup on db2 problem
by Grzegorz Budzyński 21 Dec '11

21 Dec '11

Hello, I installed OTRS 3.0.11 on Ubuntu 10.04 without any problem. Now I'm trying to configure the customer backend in db2. To do so, I've pasted customised fragment of Kernel/Config/Defaults.pm into Kernel/Config.pm and after this I have the following error: install_driver(db2) failed: Can't locate DBD/db2.pm in @INC (@INC contains: /usr/sbin/../../Custom /usr/sbin/../../Kernel/cpan-lib /usr/sbin/../.. /usr/Custom /usr/Kernel/cpan-lib /usr /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.10.1 /usr/local/share/perl/5.10.1 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.10 /usr/share/perl/5.10 /usr/local/lib/site_perl . /etc/apache2) at (eval 195) line 3. Perhaps the DBD::db2 perl module hasn't been fully installed, or perhaps the capitalisation of 'db2' isn't right. Available drivers: DBM, ExampleP, File, Gofer, Proxy, Sponge, mysql. at /opt/otrs//Kernel/System/DB.pm line 210 Customized Kernel/Config.pm configuration fragment is: # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser2} = { Name => 'Database Backend', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings DSN => 'DBI:db2:db_name:some.server.com:50000', User => 'db2inst1', Password => 'top_secret', Table => 'otrs_customers', # CaseSensitive will control if the SQL statements need LOWER() # function calls to work case insensitively. Setting this to # 1 will improve performance dramatically on large databases. CaseSensitive => 0, }, # customer uniq id CustomerKey => 'login', # customer # CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => [ 'first_name', 'last_name', 'email' ], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => [ 'login', 'first_name', 'last_name', 'customer_id' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => [ 'title', 'first_name', 'last_name' ], CustomerUserEmailUniqCheck => 1, # # show now own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # # generate auto login prefix # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences # AdminSetPreferences => 1, # # use customer company support (reference to company, See CustomerCompany settings) # CustomerCompanySupport => 1, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, # # just a read only source ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'phone', 1, 0, 'var', '', 0 ], [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ], [ 'UserMobile', 'Mobile', 'mobile', 1, 0, 'var', '', 0 ], [ 'UserStreet', 'Street', 'street', 1, 0, 'var', '', 0 ], [ 'UserZip', 'Zip', 'zip', 1, 0, 'var', '', 0 ], [ 'UserCity', 'City', 'city', 1, 0, 'var', '', 0 ], [ 'UserCountry', 'Country', 'country', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 0 ], ], # default selections Selections => { # UserTitle => { # 'Mr.' => 'Mr.', # 'Mrs.' => 'Mrs.', # }, }, }; I'm new to OTRS and Perl so I'll appreciate any help. -- Regards, Grzegorz

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Installation on Windows of 3.1 B2
by Timothy J. Deerinck 20 Dec '11

20 Dec '11

Hello all, Has anyone run into the problem of getting an Internal Server when completing the install of OTRS 3.1B2? Right after testing the mail setup, which is successful in my case, the error comes up and the setup does not complete. If I then login to the system, it is still appearing to be in install mode. If I click on Admin and then Customer Company and try to add a Customer Company, the Internal Server error again comes up. Any ideas?? Thanks much in advance, Timothy J. Deerinck This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law.

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OTRS-itsm -Change management
by ravi shanker 20 Dec '11

20 Dec '11

Hi, i'm using otrs:itsm 3.0.4 ver and i'm unable to add people to CAB..guide me how to do this. Ravi Shankar

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Re: [otrs] Company/Customer - addition of "levels".
by Robinson Mitchell 20 Dec '11

20 Dec '11

> > Sune T. wrote: > Hi list, > > I've been looking a bit at the Company/Customer part in OTRS. > I'd like to add a level or two, I think. Not sure how else to implement. > > As far as I understand, the "Customer" part is the end-user that may or > may not have access to the customer web-interface. > And Companies let me group multiple customers under the same Company, and > potentially all company tickets. > > So, building on that understanding, let's say I wanted to do something > like this: > > Company1 / Site1 / Customer1 > Company1 / Site1 / Customer2 > > Company1 / Site2 / Customer2 > Company1 / Site2 / Customer3 > > Company1 / Site3 / Customer1 > > In this case I'm using sites. It could also have been Sub-Contractors or > similar. > > Do I have any built-in ways of accomplishing this? > I know OTRS can do all kinds of things just by fiddling around in > sysconfig, but I'm not quite sure what to look for. > > I'd like to use both internal and external customer databases. > > Currently I'm thinking about pulling the "Site" part back as a queue, but > I just see a potential queue/customer/group/agent management nightmare > coming up. :) > I think I've seen a few similar requests, but not with a definitive > answer, so I dare to ask again. > > Thanks for any input... > > -- > /Sune T. > > > I'd like to add an additional method to the one Matthew P. described. We do something similar using the Customer_User table as described under "Customer with multiple IDs (Company tickets)" here in the manual: http://doc.otrs.org/3.0/en/html/customer-user-backend.html In our case we have two different needs implementing this. In one scenario, a company manager has responsibility for multiple sites - when he logs into the customer portal, he wants to see tickets for all the sites under his purview. We set up each site as a separate CustomerID in the customer_company table, then set up multiple CustomerIDs as described in the linked section of the manual above, adding fields to the customer_user table which allow one customer_user to view all tickets from any of the companies for which he has an additional customerID populated. Another scenario where this works is in the case of a group of associated companies - an owner of one company has a stake in several others and wants to be able to view tickets for all the companies he has a management interest in. The same technique can be used. We decided on using a naming convention in our customerID of a leading letter which corresponds to the type of entity followed by a one -up five digit identifier. It would be easy to simply decide on a convention of that type, perhaps adding a suffix to the customerID, or you could add additional fields if desired. For our purposes we simply decided to call new sites separate companies and use the customerID naming convention to identify sites or associated companies. As Matthew also said, this is but one of many ways to address the need. It seemed to us to be the simplest, requiring the least amount of customization to OTRS. Rob

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make state "waiting for" invisible in day-to-day work
by Susan Dittmar 20 Dec '11

20 Dec '11

Hi folks, I am rather new to OTRS, so please bear with me. With the tickets in our company, workflow often includes times when a ticket is in some kind of suspended state, usually waiting for a customer to react. During that time, my collegues would prefer for those tickets to neither appear in the queue overview (AgentQueueView) nor in the agent's ticket overview (AgentMailbox). Fine with me, as long as they really do use the search tool to make sure those tickets will not be completely forgotten ;-) But -- how can I have those tickets not shown in the mentioned two overviews? And how can I make sure a mail by the customer makes them visible again? Any ideas as to how to archieve that are welcome. Thanks in advance, Susan Dittmar PS: We are using OTRS 1.3, in case that matters. Very old, I know, but my attempts at updating did not work yet. That's a different matter though...

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Postmaster filters - custom headers?
by Ugo Bellavance 20 Dec '11

20 Dec '11

Hi, If I want to use a custom header to set a value in OTRS, can I use X-OTRS-TicketValue1? If not, would it break things if I'd use the X-OTRS-SLA header value and modify it using a posmaster filter? Thanks, Ugo

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Ldap as customer user backend
by Fiorenza Meini 20 Dec '11

20 Dec '11

Hi there, I configured my Otrs to work with two customer user backends: the first one is on mysql db, the second on Ldap directory. In the Admin panel -> Customer Management, I can see both backend, but it seems that the connection to Ldap server is not working (I tried to do a search on ldap DB, but I cannot find any connection request on my Ldap Server). In the dashboard, when I open a just arrived ticket, I cannot find any search request on the Ldap server...to fill the section, on the right sight of the panel, about Customer information. Is there a priority between both customer user backend? I see this error on /var/log/messages: [Error][Kernel::System::CustomerUser::LDAP::new][Line:110]: Need CustomerUser- >CustomerKey in Kernel/Config.pm Thanks and regards -- Fiorenza Meini Spazio Web S.r.l. V. Dante Alighieri, 10 - 13900 Biella Tel.: 015.2431982 - 015.9526066 Fax: 015.2522600 Reg. Imprese, CF e P.I.: 02414430021 Iscr. REA: BI - 188936 Iscr. CCIAA: Biella - 188936 Cap. Soc.: 30.000,00 Euro i.v.

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Re: [otrs] Company/Customer - addition of "levels".
by Matthew Pulliam 19 Dec '11

19 Dec '11

On 12/19/2011 01:51 PM, otrs-request(a)otrs.org<mailto:otrs-request@otrs.org> wrote: ---------------------------------------------------------------------- Message: 1 Date: Mon, 19 Dec 2011 12:01:09 +0000 From: "Sune T. Tougaard" <stt(a)lyngsoesystems.com><mailto:stt@lyngsoesystems.com> Subject: [otrs] Company/Customer - addition of "levels". To: "otrs(a)otrs.org"<mailto:otrs@otrs.org> <otrs(a)otrs.org><mailto:otrs@otrs.org> Message-ID: <307B82F59ACEC64A963EF7B6284114DD1C1E6D1B(a)DKMAIL01.lint.lyngso-industri.dk><mailto:307B82F59ACEC64A963EF7B6284114DD1C1E6D1B@DKMAIL01.lint.lyngso-industri.dk> Content-Type: text/plain; charset="us-ascii" Hi list, I've been looking a bit at the Company/Customer part in OTRS. I'd like to add a level or two, I think. Not sure how else to implement. As far as I understand, the "Customer" part is the end-user that may or may not have access to the customer web-interface. And Companies let me group multiple customers under the same Company, and potentially all company tickets. So, building on that understanding, let's say I wanted to do something like this: Company1 / Site1 / Customer1 Company1 / Site1 / Customer2 Company1 / Site2 / Customer2 Company1 / Site2 / Customer3 Company1 / Site3 / Customer1 In this case I'm using sites. It could also have been Sub-Contractors or similar. Do I have any built-in ways of accomplishing this? I know OTRS can do all kinds of things just by fiddling around in sysconfig, but I'm not quite sure what to look for. I'd like to use both internal and external customer databases. Currently I'm thinking about pulling the "Site" part back as a queue, but I just see a potential queue/customer/group/agent management nightmare coming up. :) I think I've seen a few similar requests, but not with a definitive answer, so I dare to ask again. Thanks for any input... -- /Sune T. We do something similar here, the way we handle it is by using a structured customer ID. 1. First we enabled the additional Customer Ids option in the table and in the customer mapping as described in the admin/dev manuals. 2. Then we set up the "Main" Company Id (eg Company A = CPA, Company x = CPX), 3. Next each "Subgroup/site" adds to the ID (eg Company A new york = CPANY, Company A Toronto = CPATO) 4. Finally, the users get either the ID of the "Subgroup/site" or they can each have their own, depending on if you want them seeing each others tickets. (eg. company a users don't see each others tickets so: Company A new york user 1 id= CPANY01, user2 id= CPANY02. Company X sees each others tickets by default, so Company X London user 1 id= CPXLN, user2 id= CPXLN) You have to do some extra processing at the database level to make this work nicely, you need either another table to keep track of which users should see other users, or else you have to enter all the additional Ids manually. but if you set this up, then when you set the additional IDs field, instead of default on the customer web interface, (where the my tickets just shows the tickets that user is listed on, and company tickets showing tickets with that customer ID) you get all tickets for that user under the my tickets, and under the my company, you get all tickets under theat id, plus any ticket under an id listed in their other ids entry. It works pretty well for us, but we are only using one customer database. I imagine that if you used multiple databases for your customer auth, it might get slightly more difficult to sync up the additional Ids fields. Especially, if you can't add rows/tables to the external databases. I'm not going to say this is the only way, just an Idea that we found functional. -- Matthew Pulliam System Administrator Exegy Inc. 349 Marshall Ave, Suite 100 St. Louis, MO Direct: (314) 218-3600 x656 Office: (314) 218-3600 Fax: (314) 218-3601 www.exegy.com<http://www.exegy.com> ________________________________ This e-mail and any documents accompanying it may contain legally privileged and/or confidential information belonging to Exegy, Inc. Such information may be protected from disclosure by law. The information is intended for use by only the addressee. If you are not the intended recipient, you are hereby notified that any disclosure or use of the information is strictly prohibited. If you have received this e-mail in error, please immediately contact the sender by e-mail or phone regarding instructions for return or destruction and do not use or disclose the content to others.

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Re: [otrs] OTRS on an Amazon EC2 Micro Instance
by Steve Clark 19 Dec '11

19 Dec '11

On 12/19/2011 09:12 AM, Robinson Mitchell wrote: > Everything is in the cloud but I also do database dumps to local storage periodically. If you have the database you can rebuild the OTRS instance very quickly from source (no compiling - just load up a LAMP stack, Perl and support binaries, extract the app, apply file system permissions then enter the database credentials and you're pretty much set. This allows creation of a local VM for testing and experimentation. > > On Mon, Dec 19, 2011 at 8:07 AM, Steve Clark <sclark(a)netwolves.com <mailto:sclark@netwolves.com>> wrote: > > On 12/19/2011 08:59 AM, Robinson Mitchell wrote: >> Hi Steve: >> We're a small boutique IT shop serving small businesses, so we usually have fewer than 25 tickets per day, and only have three techs, so the transactional load on the server is very low. The nice thing about using EC2 is that if we need to move up to a small instance, I can simply stop the server, make a snapshot, the launch the snapshot as a new instance and choose to make it a small or large instead of a micro. Instant scalability if it's needed. >> > Do you keep local backup copies or is everything in the cloud? > > >> On Mon, Dec 19, 2011 at 5:51 AM, Steve Clark <sclark(a)netwolves.com <mailto:sclark@netwolves.com>> wrote: >> >> On 12/18/2011 08:52 PM, Robinson Mitchell wrote: >>> Greetings: >>> >>> This isn't a how-to technical question. I'm just interested in how others are using OTRS. >>> >>> We are a small IT company and until recently we were running OTRS 2.47 with ITSM on an Amazon EC2 Small instance. We replaced a commercial helpdesk system which used the JBOSS stack on a Windows box about a year and a half ago with OTRS 2.47. The old helpdesk was ugly, buggy and barely ran. OTRS did everything we wanted and reduced our costs because a Linux instance was less expensive. We were very happy and have never thought about turning back. >>> >>> Recently Amazon had a hiccup with their EBS storage and I took advantage of that hiccup to go ahead and upgrade OTRS. Provisioned an Ubuntu VM on an internal server, installed OTRS 2.47 with ITSM and uploaded our database to it, then upgraded to OTRS 3.0.11 using source. >>> >>> I provisioned one of the new low-cost EC2 Micro instances using a Canonical Ubuntu 10.04LTS image, then installed 3.0.11 from source, then uploaded the upgraded database from our internal server and pointed the OTRS installation to the new database.. The Micro instance gives us a dedicated OTRS server in the Amazon cloud, and the cost with EBS storage and an Elastic IP address is less than $18 per month running 24/7. The micro instance performs well - no latency or lagginess issues at all in our experience ( the old Windows helpdesk would not even be able to run on a Micro instance). >>> >>> One thing that has gotten easier is the mail configuration - We use Google Apps as our email engine, and 3.0.11 was a snap to set up using Google Apps. Once I got database backups scripted then scheduled weekly system snapshots we were set. >>> >>> The new interface is very slick and also seems to display better in mobile devices - I can use my Android phone to work tickets on the native OTRS interface, but I am hoping to see a customized interface for Android like the one that's already working on iPhone. >>> >>> That's a snapshot of our experience - I'm interested to see if anyone else is hosting OTRS in the Amazon cloud and to hear of what other platforms people are using. If anyone needs help getting OTRS running in the Amazon cloud we'll be glad to answer questions as well. >>> >>> I've worked with dozens of ticketing systems in over 20 years of IT work, and nothing else even comes close to OTRS in terms of bang for buck. Kudos to the dev team and the community! >>> >>> Rob >>> >>> >> Hi Rob, >> >> Very interesting. How many tickets do you have a day? >> >> Thanks, >> Yes it is pretty simple to setup. We are currently running in house with a daily backup to another machine which automatically loads the backup. This way we have at the least a backup that is only a day old. I want to move to postgresql 9.1.x from postgresql 8.4.4 so we can do streaming replication. I am very intrigued with doing in the cloud to mitigate DR issues, since we are in Florida and could possibly be hit by a hurricane. -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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Company/Customer - addition of "levels".
by Sune T. Tougaard 19 Dec '11

19 Dec '11

Hi list, I've been looking a bit at the Company/Customer part in OTRS. I'd like to add a level or two, I think. Not sure how else to implement. As far as I understand, the "Customer" part is the end-user that may or may not have access to the customer web-interface. And Companies let me group multiple customers under the same Company, and potentially all company tickets. So, building on that understanding, let's say I wanted to do something like this: Company1 / Site1 / Customer1 Company1 / Site1 / Customer2 Company1 / Site2 / Customer2 Company1 / Site2 / Customer3 Company1 / Site3 / Customer1 In this case I'm using sites. It could also have been Sub-Contractors or similar. Do I have any built-in ways of accomplishing this? I know OTRS can do all kinds of things just by fiddling around in sysconfig, but I'm not quite sure what to look for. I'd like to use both internal and external customer databases. Currently I'm thinking about pulling the "Site" part back as a queue, but I just see a potential queue/customer/group/agent management nightmare coming up. :) I think I've seen a few similar requests, but not with a definitive answer, so I dare to ask again. Thanks for any input... -- /Sune T.

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