July 2012 - otrs - OTRS mailing lists

New generic agent notification module
by Florian Houel 19 Jul '12

19 Jul '12

Hi List, does anyone of you know anything about this 3.1 new feature (from http://www.otrs.com/software/otrs-help-desk/whats-new/) "A new generic agent notification module allows the administrator to define messages that will be shown in the agent web front-end when they login." I've seen nothing in Admin nor Developer Guides and I browsed the list with no luck. Thank you in advance for any clue. Regards, Florian HOUEL

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Re: [otrs] Queue permission
by David Boyes 18 Jul '12

18 Jul '12

I thank you for the insight, and in my limited view, I'm thinking of "Services" to handle the segregation as -- I'd hope -- only the assigned services would be available to the customer, meanwhile the queue would be the type of thing your agents would generically provide. The Service is unique to a customer, and does everything else mentioned here, without need for ACL. At least, that's what I understand. Every plan is different, to be sure, but thinking in terms of what you present here, it seems reasonable that the only change you'd need to do to add a new customer would be to add a specific service and attach it to the customer. Unfortunately, that doesn't work very well if you are offering multiple services to each customer. If I read ITIL correctly, services vs customers is potentially a many-to-many relationship, eg services are predefined "things you offer" to zero or more consumers (note that in a highly-composed service-oriented architecture, the "customer" could be another service as well as a company), and there may be zero or more consumers that have access to a service. This gets particularly nasty if you involve a CMDB of managed objects that provide certain services to customers - you need to track the consumer to service mapping to calculate who is affected by a service failure, and multiple consumers get mapped to a single service. Now those pesky checkboxes are the thing to bite you in the rear... (No, I'm not making fun, I'm serious. It's not extremely obvious that you haven't assigned a service to the competitor). Yup. And that is exactly what bites you in the ass without ACLs that permit independent auditing. Having customer A see only one queue (or a small set of queues) and having agents scan the customer-dedicated queues for specific services (easy to do with a predefined query) they're trained for (or you can also pull those skills from a CMDB entry for a "Person"). It'd be a very nice option to have OTRS support such a multidimensional security model out of the box, but that's a lot of work for them for a fairly small community of users.

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configuration of multiple nagios with different label
by Bianchi Massimo 18 Jul '12

18 Jul '12

Dear all, I'm trying to configure the systemmonitoring extension to process different sources of nagios in parallel. Step 1 (OK) i can receive email from nagios source1, and tickets are correctly opened and closed. FromAddressRegExp: source1(a)email.com<mailto:source1@email.com> HostRegExp: \s*Host:\s+(.*)\s* CloseTicketRegExp: OK|UP NewTicketRegExp: CRITICAL|DOWN ServiceRegExp: \s*Service:\s+(.*)\s* StateRegExp: \s*Stat[eo]:\s+(\S+) incoing email content is ########### Host: TIM-DIR-SAME(10.1.2.[Descrizione: Descrizione: 8)] Service: State: DOWN ########### Step 2 (NOT OK) I insert another source, which requires a different set of regexp: FromAddressRegExp: source1(a)email.com<mailto:source1@email.com>| source2(a)email.com<mailto:source2@email.com> HostRegExp: \s*Host:\s+(.*)\s*|id_unico:\s*(.+)\s* CloseTicketRegExp: OK|UP|risolto NewTicketRegExp: CRITICAL|DOWN|aperto ServiceRegExp: \s*Service:\s+(.*)\s*|tipocaso:\s*(.+)\s* StateRegExp: \s*Stat[eo]:\s+(\S+)|status:\s*(.+)\s* Content is like: ################## EMAIL_AUTO id_unico: 7972047871 rifcliente1: Npo Sistemi (xxx) Tel. email rifcliente2: SS SP11, 20067 Non definito (ND) categoria: Allarme sottocategoria: Mancata Comunicazione descrizione: - (SG21R0104B) 15.156.153.85 XXXXXX priorita: basso impatto: basso livello: basso urgenza: basso tipocaso: incident originecaso: allarme status: aperto ################## I already tested the regexp with http://regexpal.com/ and they are working. Apparently the SystemMonitoring recognizes only the first match for stateregexp and serviceregexp, and not the alternatives. The system is working fine for FromAddressRegExp , closeticketregexp and openticketregexp. Every time the system does not recognize this as a "nagios" integration, responding with "Jul 18 17:24:28 npohd02 OTRS-otrs.PostMaster.pl-10[17179]: [Notice][Kernel::System::PostMaster::Filter::SystemMonitoring::Run] SystemMonitoring Mail: SystemMonitoring: Could not find host address and/or state in mail => Ignoring". Looks like it does not identify host or service. To get it to work I have to force the input to Host/Service/State as a valid label. Any ideas ? Thanks, Massimo Massimo Bianchi Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 Cell: +39 348 5852275 Fax: +39 02 92140548 Skype: massimo.bianchi Lync: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Mail: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Web: http://www.nposistemi.it<http://www.nposistemi.it/> Massimo Bianchi Npo Sistemi S.p.A. - Gruppo Npo S.S.11 Padana Superiore 28 20063 Cernusco S/Naviglio MI Tel: +39 02 92596.322 Cell: +39 348 5852275 Fax: +39 02 92140548 Skype: massimo.bianchi Lync: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Mail: massimo.bianchi(a)nposistemi.it<mailto:massimo.bianchi@nposistemi.it> Web: http://www.nposistemi.it<http://www.nposistemi.it/>

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hide queue in web interface
by Stefano Ricci 18 Jul '12

18 Jul '12

hi to all.... i have this problem.... segregate customers to particolare queues... now i see that is impossible in the same istance.... but, it's possible, in the config.pm, the possibility to HIDE the queue in function of the login... for example... the user CUSTOMER1 logged in with active direcotry MYDOMAIN, have to see only in the web interface the queue1 and queue3....

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OTRS 3.1.7 New phone ticket URL with phonenumber as parameter
by Wisniewski Jonas 18 Jul '12

18 Jul '12

Hi everybody, I'm searching a way to create an URL so our Agents can use it with our CTI software, where the caller number is given as a parameter to search for. In OTRS 3.0 it was possible with a link like this: http://otrs/otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew&Expand… But the "..&From=" seems not to work anymore. I already read in the otterhub forum that this is caused by the customer multiselect function (that we don't need) but I haven't found any workaround yet :( Is it possible to directly link to the popup window where I can select a customer with caller number already filled in the searchfield? Or has anyone an idea how to solve this problem? Mit freundlichen Grüßen Jonas Wisniewski Netzwerktechnik ___________________________________ [Beschreibung: Beschreibung: cid:image001.jpg@01CD17E2.FA0F8020] EDUARD NEWERKLA BÜROMASCHINEN e.K. Röntgenstr. 22 73431 Aalen Telefon (0 73 61) 57 09-75 Fax (0 73 61) 92 59-75 E-Mail Jonas.Wisniewski(a)newerkla.de<mailto:Jonas.Wisniewski@newerkla.de> Internet http://www.newerkla.de Amtsgericht Ulm HRA 500626 Sitz: Aalen

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hi to all
by Stefano Ricci 17 Jul '12

17 Jul '12

i'm new of this software, and i have a question about the skin of customer portal... it's possible to user different skin, in function of customer company.... for example: i have 3 customer company, any customer company have more then one customer... i can create 3 different skin, one per customer company? and present them whe a customer do the login? thanks for the help

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How to run multple OTRS intances in single apache server ?
by Naresh Reddy c 17 Jul '12

17 Jul '12

Dear All, I need to setup two instances (let us say one for www.abc.com and the other for www.pqr.com (sister company of abc) ) of OTRS in single Apache Server. Nothing should be shared between two instances.I want two instances because some of my customers and agents are part of both companies where they must be isolated (when they logs in to www.abc.com they must only have rights to view 'abc' company tickets only ,not 'pqr') at each company level. I tried below but no luck. 1.I have created one more inatnce of OTRS named as UTS 2.I have changed below files accordingly > scripts/apache2-httpd-new.include.conf > scripts/apache2-perl-startup.pl > Kernel/Config.pm 3.I did configured Virtual Host (name based) 4.I added ServerNames (www.abc.com,www.pqr.com) to hosts file of windows. Note: I followed below links http://blog.otrs.org/2010/08/11/how-to-run-multiple-mod_perl-supported-otrs… http://www.linuxquestions.org/questions/linux-server-73/virtual-host-multip… when i did above settings my apache server is unable to start.Please let me know the procedure to meet above requirements. Thank You Regards, C Naresh Reddy

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Notifications for Responsible.
by Emilia Starzak 17 Jul '12

17 Jul '12

Hi, i need some help with notifications for Responsible (not Owner). I cant turn off that (assigned to you and new note for ticket) notifications. Please help me to resolve that problem. Thx Emilia

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Why? "email address you supplied is banned from this mailing"?
by Mike Eduard 16 Jul '12

16 Jul '12

Dear Mailing List Owner, I want to answer questions from people on the list. But I got banned from this mailing with my znuny.com address. Can you explain me why? Did I something wrong? Thanks for replying. Mike -- Mike Eduard

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Crontab getting overwritten
by Derek Kiely 16 Jul '12

16 Jul '12

Hi All, I recently migrated from 2.4.4 to 3.1.7 (3.0.1 in the middle) and since upgrading, I am having problems with my cron jobs, Bascally my crontab looks like this 01 01 * * * $HOME/bin/RebuildTicketIndex.pl >> /dev/null When it should look like 01 01 * * * $HOME/bin/otrs.RebuildTicketIndex.pl >> /dev/null I have edited all the files in /opt/otrs/var/cron including .dist files to reflect the right values but when I came in again today the problem was back again. During my upgrade I had some .rpmnew files created that had the right information in them but they did no overwrite the existing files. These files were again created today so it looks like something is running that is recreating these files or adjusting the old files. Any idea what could be overwriting these scripts? Derek Kiely

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