October 2012 - otrs - OTRS mailing lists

Problem with ITSM Notifications
by Wagner 18 Oct '12

18 Oct '12

Hello, I'm trying to send a notification to the work order agent when a specific word order reachs it's Planned Start Time, so the Agent knows that he can begin the change. I've configured it, but it doesn't send the notification, every other notification works. I tried every possible configuration in the event WordOrderPlannedStartTimeReached to send to workorder agent, to change manager, to everybody, and every workorder! but nothing... it doesn't even log a thing. Does anyone have any idea? the workorder is created from a change template, it has the "requested" status Thanks

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ACL with FREETEXT ISSUE
by Antonio Sarmiento 18 Oct '12

18 Oct '12

I'm trying to display a subset of freetext values depending on the queue selected. For this I did the following configuration: In my freetext1 config I have: $Self->{'TicketFreeKey1'} = { 'TIPO CI' => 'TIPO CI AFECTADO' }; $Self->{'TicketFreeText1'} = { 'DNS' => 'DNS', 'Fibra optica' => 'Fibra Optica', 'Firewall' => 'Firewall', 'Hub' => 'HUB', 'Panel' => 'PANEL', 'Proxy' => 'Proxy', 'RAS' => 'RAS', 'WEB' => 'WEB' }; My ACL script in config.pm is: # ticket acl $Self->{TicketAcl}->{'ACL-CATEGORIA'} = { # match properties Properties => { # current action match propertiess Frontend => { Action => ['AgentTicketPhone','AgentTicketEmail'], }, # current ticket match properties Ticket => { Queue => ['Comunicacion::Redes'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { TicketFreeText1 => ['HUB','PANEL','Proxy'], #TicketFreeKey1 => ['RAS'], }, }, # remove options (black list) #PossibleNot => { # possible ticket options (black list) # Ticket => { #TicketFreeText1 => ['HUB','PANEL','Proxy'], # TicketFreeKey1 => ['DNS','RAS','WEB'], # }, #}, }; But it don't work because it display all the values in phone new ticket, where I enable this freetext Please, Would somebody helpme I apreciate your help Antonio

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Adding new agent
by Jennifer Valdez 17 Oct '12

17 Oct '12

Hello, I am having trouble adding a new agent. We are using LDAP authentication, but when I try to add a new agent, the password field is required. Am I missing something in the configuration? Thanks, Jennifer -- Jennifer Valdez CSU - Cooperative Institute for Research in the Atmosphere Joint Institute - GSD Webmaster NOAA Earth System Research Laboratory Global Systems Division 303-497-4584

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Custom Statistics Report
by Gadow, Shawn 17 Oct '12

17 Oct '12

I am trying to create a report that lists a sum of accounted time by Owner for closed tickets.. but I don't see owner or agent listed anywhere in the choices in the statistics module when creating reports.. any ideas?

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Out of the Office...
by LQ Marshall 17 Oct '12

17 Oct '12

Hello, I will be out of the office from Tuesday, October 16th through Thursday October 18th, 2012. During this time I will have intermittent access to email. If you require more immediate assistance please forward your request to support.

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E-mail form
by Jean BROW 17 Oct '12

17 Oct '12

Hi, Can anyone point me to the information about how to create an e-mail form (Contact us form) at our website. I want all customers to enter their mobile number before they send the form, so our CRM system (where we import emails with web service) can identify all customers based on the mobile number they enter on the contact us form. Thanks in advance.

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E-mail form
by Jean BROW 16 Oct '12

16 Oct '12

Hi, Can anyone point me to the information about how to create an e-mail form (Contact us form) at our website. I want all customers to enter their mobile number before they send the form, so our CRM system (where we import emails with web service) can identify all customers based on the mobile number they enter on the contact us form. Thanks in advance.

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Add Additional Search Attribute
by Nick Lapp 16 Oct '12

16 Oct '12

Is it possible to add another search attribute to the ticket search? I'm wanting to search all tickets based on a user attribute other than CustomerID and Customer User Login. Nick

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Multiple LDAP Authentication Sources
by Nick Lapp 16 Oct '12

16 Oct '12

Hello all, I am in the process of setting up OTRS for my organization. We provide tech support to about 20 different organizations and are currently using WebHelpdesk as our helpdesk solution with each customer organization connected to WebHelpdesk with LDAP sync. We would like to accomplish the same thing with OTRS allowing users within the different organizations to login to OTRS with their local AD account. In order to improve the speed of OTRS, I have set up a separate service that syncs AD user information from the various organizations with the OTRS user database. That way OTRS is relying on its own database for user information and it doesn't have to go out over an LDAP connection. I have then set up LDAP authentication so the user is authenticated with AD and the user information is already in the OTRS database. This has been working successfully with the first 10 organizations, but as soon as a user from the 11th organization tries to authenticate, it fails. I know there is hard limit of 10 set for LDAP back ends so I'm assuming that same limit is also on LDAP authentication back ends which is causing the failure. I'm also seeing in the system logs that the 10th organization is the last one OTRS attempts to authenticate against. My question is, does anyone know of a way to override that limit of 10? I've already come up with a successful workaround for the slowness caused by multiple LDAP customer data back ends and we're okay with slower login times due to multiple LDAP authentication sources. Our real goal is a seamless experience for our customers. Any help is much appreciated! Best regards, Nick

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OTRS 3.1 Additional customer informations in TicketZoom view
by YOKEL Philippe 16 Oct '12

16 Oct '12

Hello, I'd like to add some more customer informations on the side bar widget in the ticket zoom view. I actually have the default firstname, name, user name and mail, and I want to add the comment field. I took a look at the AgentTicketZoom.dtl file and see this section : # show customer info table  $Data{"CustomerTable"}  Where is defined the CutomerTable ? I saw many times that it would eventually be in the config.pm.... but there's nothing in that file that talk about the customerTable (I can copy/past this file content if needed). thanks for your help. Philippe

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