March 2011 - otrs - OTRS mailing lists

Type, service, SLA and LDAP clients
by Ionel GARDAIS 29 Mar '11

29 Mar '11

Hi all, All my clients are pulled from an ActiveDirectory. How to add a client<->service mapping inside the Config.pm file ? (i.e. not to modify by hand all the users to assign the services to them). Also, I activated the "Type" and "Service" support in Core::Ticket but I do not see menus to change them for tickets already created. Am I missing something ? Thanks, Ionel -- Ionel GARDAIS Tech'Advantage CIO - IT Team manager

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Adding pictures to previously saved signatures
by Muhammad El-Sergani 28 Mar '11

28 Mar '11

Dear all, Is there a way to attach a picture, such as the company's logo, to a predefined signature? I found that it's possible only when replying/creating a ticket. Thanks and Best Regards, Muhammad El-Sergani.

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Can't "Reply All" or "Reply"
by Muhammad El-Sergani 25 Mar '11

25 Mar '11

Dear all, I'm the root user on an OTRS system, and I can't reply or reply-to-all to a ticket. Is there something that I should do for my user account to be able to reply back to tickets? I have both incoming and outgoing email accounts configured on the system, the incoming is working fine, as well as the outgoing (when creating a new outbound email ticket), and I'm using OTRS 3.0.6. Please, your help is very much appreciated. Best Regards, Muhammad El-Sergani.

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Tag shortcuts not working, always
by Muhammad El-Sergani 25 Mar '11

25 Mar '11

Dear all, When creating a signature, using one of the tags, "<OTRS_CURRENT_UserFirstname> <OTRS_CURRENT_UserLastname> on behalf of XYZ Company", for example, it doesn't fetch the corresponding values from the system. Is there anything missing? Best Regards, Muhammad El-Sergani.

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ITSM - multiple customers
by Aleksander Walesa 25 Mar '11

25 Mar '11

Hi All, We are using OTRS for a couple of years dealing with IT problems at our customers networks and server's rooms - it's just doing what is designed for :). Now we would like to implement ITSM in our system for us and our customers. But I think (please correct me if I'm wrong) there is no support for multiple customers in ITSM? No separate catalogs, CMDB, customers permissions etc? Just one big ITSM system that everyone can access (of course if he/she is in one of itsm groups)? Best Regards, Aleksander Walesa POLAND

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Valid Ticket Attributes
by Porier, Jeremy 24 Mar '11

24 Mar '11

Is there a way to set the Attributes on a dashlet (Ticket -> Frontend::Agent::Dashboard) to show only tickets that have unseen article(s)? Better yet, is there documentation of valid attributes for a ticket search? Jeremy Porier Director of IT Arapahoe Community College jeremy.porier(a)arapahoe.edu

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Time acconting per day
by Ralph Eckhard 23 Mar '11

23 Mar '11

Hi there, My boss wants to keep tracked of the time spent per day by specific engineers. When we do something in a specific call, we use the 'accounted time' feature to enter the time spent. When a call is closed, the total accounted time in that ticket is billed to the costumer. However, as said, we want to track the time spent per engineer per day. Ofcourse, multiple engineers can work on one ticket and a ticket can be active for multiple days, with spent time on every single day. Furthermore, I don't know if the accounted time is kept per note in the ticket, or if the values are just added every time a new note is submitted to the ticket. Can someone say if what I (or at least my boss ;)) wants, is possible? Regards, Ralph Eckhard ralph(a)sysaut.nl

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otrs.RebuildConfig.pl returns mismatched tag 'Hash'
by Danail Petrov 23 Mar '11

23 Mar '11

Hello guys (and girlsJ), This is my first post here and I hope it will not violate any list rules. I have successfully installed OTRS and started to customize it for my needs. I tried to edit the content of Kernel/Config/Files/Ticket.xml In order to implement some functionality. Unfortunately I got stuck on something, which I believe it's kind of bug or something. Check the following snipped: otrs:~# su - otrs otrs@otrs:~$ id uid=1001(otrs) gid=1001(otrs) groups=33(www-data),1001(otrs) otrs@otrs:~$ perl bin/otrs.RebuildConfig.pl mismatched tag 'Hash' I thought that maybe I did something wrong and I returned back the old Ticket.xml file. Nothing helped. The result now is that I am not able to perform any configuration changes via AdminSysConfig. I got the same error: Software error: mismatched tag 'Hash' For help, please send mail to the webmaster (danail.petrov(a)example.com) giving this error message and the time and date of the error. Thank you in advance for your effort and cooperation! Kind regards, Dani Petrov

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Services in Ticket Templates
by Robert Poreba 23 Mar '11

23 Mar '11

Hi All, Did anybody manage to automatically select Services in Ticket Templates? I tried setting it up in using both http://blog.otrs.org/2010/11/02/otrs-3-0-ticket-templates/ and TicketTemplate-0.1.94 module from OPAR but no luck (the dropdown box is empty until I select the customer). This is one of the last few things I need to sort out before we go live with OTRS so many thanks for any help J OTRS 3.0.6 with ITSM 3.0. - Robert

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Postmaster Filter
by Jan.Dreyer＠bertelsmann.de 22 Mar '11

22 Mar '11

Hi, I want to give some freetext input in header information of incoming mails. example: ---8< -- From: customer(a)domain.de To: otrsrecipient(a)mydomain.de Message-ID: <25012212.91300793495185.JavaMail.some@host> Subject: some infotext [Ticket# 841401199864] MIME-Version: 1.0 Content-Type: multipart/mixed; boundary="----=_Part_9_546520.1300793495185" Articlefreekey1: MY_ID Articlefreevalue1: 1401199864 Articlefreekey2: MY_CONTACT_NAME Articlefreevalue2: User%20Name ---8< --- Is it possible to put these variables (Articlefreekey1, .) into the database somehow? Greetings Jan Dreyer

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