August 2012 - otrs - OTRS mailing lists

Please take care, some typos in Security Advisory 2012-02
by Mike Eduard 30 Aug '12

30 Aug '12

Hi, (I don't know where to post, from OTRS and the mailing list addresses nobody is answering my emails, so I post it here) today I got the following OTRS Security Advisory (with mistakes, it looks like cut&past mistakes from the last one) http://lists.otrs.org/pipermail/announce/2012/000241.html [...] Date: Aug 30, 2012 Title: XSS vulnerability in Internet Explorer Common Vulnerabilities and Exposures: CVE-2012-2582 [...] Unfortunately there are several important mistakes in there: a) It's not on Internet Explorer, it's on Firefox and Opera b) CVE-2012-2582 was the number of the advisory before (2012-01), the new one is CVE-2012-4600 There is also an alternative advisory out there (from the issue reporter), http://znuny.com/en/#!/advisory/ZSA-2012-02 Mike

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Re: [otrs] LDAP: Agent-Login works, but Customer-Login does not. Problem with AuthModule::LDAP::AlwaysFilter
by Stefan Michael Guenther 29 Aug '12

29 Aug '12

Hi, > $Self->{'Customer::AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; > There is no CustomerAuthSync Module > hm, now OTRS accepts the login name and the passwords, but since there isn't a corresponding account in OTRS, the customer can not login. If there isn't a snyc for customers, how should this work? Stefan

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Statistics in OTRS
by Jean BROW 29 Aug '12

29 Aug '12

Anyone know how I can get an statistic to run automatically and send out the result by email?

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Re: [otrs] otrs Digest, Vol 47, Issue 59
by Rob Lange 29 Aug '12

29 Aug '12

Nope all the info that will be entered will be on a walkin or phone in basis. But if the app cant do it I will have to look else where. Thanks for the assist. >>> From: <otrs-request(a)otrs.org> To:<otrs(a)otrs.org> Date: 2012/08/29 03:50 PM Subject: otrs Digest, Vol 47, Issue 59 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. Re: otrs Digest, Vol 47, Issue 56 (Gerald Young) ---------------------------------------------------------------------- Message: 1 Date: Wed, 29 Aug 2012 09:48:05 -0400 From: Gerald Young <crythias(a)gmail.com> Subject: Re: [otrs] otrs Digest, Vol 47, Issue 56 To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAKk-oUKUi8ktBseErUVbbxJStCy8WjbueN+YoMuKchNVeZFV3w(a)mail.gmail.com> Content-Type: text/plain; charset="windows-1252" I agree. It sounds like you already have this information anyway. Why not link to it? On Wed, Aug 29, 2012 at 9:16 AM, Steven Carr <sjcarr(a)gmail.com> wrote: > It's not a case of just altering files, the level of information you > require capturing is going to take a lot of configuration and customisation > of OTRS. DynamicFields will go so far to assist you with being able to > capture that but I would seriously look at whether OTRS is the right > solution for you. > > Do you actually need all of the information to be stored in separate > fields? Could you not create some other form which then submits that > information into OTRS (using the API, or crafting and submitting an email), > where say each bit of information went into the ticket body in a name=value > format? > > No one can give you a definitive list of files that you would need to > edit, that is custom development work. > > Hope this helps > > Steve > > > > On 29 August 2012 13:28, Rob Lange <robl(a)sassa.gov.za> wrote: > >> This is what I want the ticket to look like. I am running on a windows >> 2003 system running OTRS 3.1 >> I need to know which files to alter so I can make it look like this. >> >> >> >> Phone Ticket / WalkIn Screen.****** >> >> ** ** >> >> Call Number: System Assigned**** >> >> Assigned to **** >> >> Official (system automatic)**** >> >> Region**** >> >> District**** >> >> Local Office**** >> >> ------------------------------------------------------------**** >> >> ** ** >> >> Caller:**** >> >> Name **** >> >> Surname**** >> >> Tel : Home**** >> >> Work**** >> >> Cellphone**** >> >> Relationship ? Personal**** >> >> Relationship? 3rd party**** >> >> Personal **** >> >> Caller ID**** >> >> ------------------------------------------------------------**** >> >> Beneficiary:**** >> >> Name (textbox)**** >> >> Surname (textbox)**** >> >> ID Number**** >> >> Contact Number**** >> >> Beneficiaries? ID**** >> >> Ward ? linked to ICROP**** >> >> Official / User / Capturer**** >> >> Grant Type( Dropdown box)**** >> >> Address : Number**** >> >> Street**** >> >> Suburb**** >> >> Town/District **** >> >> Province**** >> >> Code**** >> >> Postal Address: PO Box #**** >> >> *** *** >> >> *** *** >> >> Enquiry Type ? Internal Reconsideration Mechanism (dropdown box) >> >> Enquiry **** >> >> Complaint Info**** >> >> Home visit book-in**** >> >> ICROP**** >> >> SRD**** >> >> Call Summary**** >> >> Problem Description **** >> >> Resolution**** >> >> Resolution date (is it the same as date call resolved?)**** >> >> >> *From: * <otrs-request(a)otrs.org> *To:* <otrs(a)otrs.org> *Date: * 2012/08/29 >> 01:59 PM *Subject: * otrs Digest, Vol 47, Issue 56Send 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. Re: Restricting the self-registration feature (Michiel Beijen) >> 2. Re: Template Issues (Alexander Halle) >> 3. Re: Restricting the self-registration feature >> (brianmortonb2b-atwork(a)yahoo.dk) >> 4. Re: LDAP: Agent-Login works, but Customer-Login does not. >> Problem with AuthModule::LDAP::AlwaysFilter (Stefan Michael >> Guenther) >> >> >> ---------------------------------------------------------------------- >> >> Message: 1 >> Date: Wed, 29 Aug 2012 08:37:29 +0200 >> From: Michiel Beijen <michiel.beijen(a)otrs.com> >> Subject: Re: [otrs] Restricting the self-registration feature >> To: "brianmortonb2b-atwork(a)yahoo.dk" <brianmortonb2b-atwork(a)yahoo.dk>, >> "User questions and discussions about OTRS." <otrs(a)otrs.org> >> Message-ID: >> <CABD0r11gxYkdLPWX-3weKUZCG0Gp4R7_xURVpoosT0vX3OpsMg(a)mail.gmail.com> >> Content-Type: text/plain; charset=UTF-8 >> >> Hi Brian, >> >> On Tue, Aug 28, 2012 at 5:33 PM, brianmortonb2b-atwork(a)yahoo.dk >> <brianmortonb2b-atwork(a)yahoo.dk> wrote: >> >> > What I would like is that only users (customers) who register with >> e-mail >> > domains that are known to the OTRS system are allowed to self-register >> on >> > the portal. >> >> As stated, this functionality is not built-in to OTRS; it would be >> possible and not very difficult to add it. I could see how you can >> store a domain (or multiple domains, i.e. in your example, also >> ikea.dk or ikea-office.com or...) on the customer company record, then >> check at registration time against the known valid domains, and then >> reject or accept the registration for new customers based on the >> domain. >> >> However, it is not an OTRS feature, so it would require some >> development to add it in. >> -- >> MIke >> >> >> ------------------------------ >> >> Message: 2 >> Date: Wed, 29 Aug 2012 09:29:54 +0200 >> From: Alexander Halle <ahalle-lists(a)otterhub.org> >> Subject: Re: [otrs] Template Issues >> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >> Message-ID: <503DC4F2.5040607(a)otterhub.org> >> Content-Type: text/plain; charset=ISO-8859-1; format=flowed >> >> Rob Lange wrote: >> > Hi, I am still trying to get this template thing right. I have learnt a >> > lot about OTRS but am still a noob, so I request someone to please give >> > me a hand on which files to alter to make my own template. I need to >> add >> > some fields and make it look like the company wants. Also renaming some >> > of the fields. >> [...] >> >> Hi Rob, >> >> your question is a bit unspecific to answer. I suggest to tell us >> something about your OTRS version and operating system, what fields you >> want to add and how far you get. >> >> For new fields try dynamic fields: >> http://doc.otrs.org/3.1/en/html/dynamicfields.html >> >> To rename fields you could use the translation mechanism to replace the >> wording: >> http://doc.otrs.org/developer/3.1/en/html/contributing.html#translate >> >> If you need to modify the UI look try skins: >> http://doc.otrs.org/developer/3.1/en/html/hacking.html#skins >> >> Regards >> >> Alexander >> >> Public Relations >> OTRS Community Board / OtterHub (http://www.otterhub.org/) >> >> >> ------------------------------ >> >> Message: 3 >> Date: Wed, 29 Aug 2012 09:27:17 +0100 (BST) >> From: "brianmortonb2b-atwork(a)yahoo.dk" >> <brianmortonb2b-atwork(a)yahoo.dk> >> Subject: Re: [otrs] Restricting the self-registration feature >> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >> Message-ID: >> <1346228837.33995.YahooMailNeo(a)web133006.mail.ir2.yahoo.com> >> Content-Type: text/plain; charset="utf-8" >> >> >> >> Thank you for that. >> >> I'm quite new to OTRS but thrilled about the quality of documentation, >> responsiveness of the community, etc. I've only just 'discovered' the OTRS >> IdeasScale site and I will log the idea there. The fact that OTRS Ideas >> site exist (and seems to get good attention) is just another credit to the >> community and the company behind OTRS. >> >> Ok, the idea proposed in this thread is now in >> https://otrsteam.ideascale.com/. >> >> Thx >> >> Brian >> >> >> >> >> ________________________________ >> From: Michiel Beijen <michiel.beijen(a)otrs.com> >> To: "brianmortonb2b-atwork(a)yahoo.dk" <brianmortonb2b-atwork(a)yahoo.dk>; >> User questions and discussions about OTRS. <otrs(a)otrs.org> >> Sent: Wednesday, August 29, 2012 8:37 AM >> Subject: Re: [otrs] Restricting the self-registration feature >> >> Hi Brian, >> >> On Tue, Aug 28, 2012 at 5:33 PM, brianmortonb2b-atwork(a)yahoo.dk >> <brianmortonb2b-atwork(a)yahoo.dk> wrote: >> >> > What I would like is that only users (customers) who register with >> e-mail >> > domains that are known to the OTRS system are allowed to self-register >> on >> > the portal. >> >> As stated, this functionality is not built-in to OTRS; it would be >> possible and not very difficult to add it. I could see how you can >> store a domain (or multiple domains, i.e. in your example, also >> ikea.dk or ikea-office.com or...) on the customer company record, then >> check at registration time against the known valid domains, and then >> reject or accept the registration for new customers based on the >> domain. >> >> However, it is not an OTRS feature, so it would require some >> development to add it in. >> -- >> MIke >>

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Re: [otrs] otrs Digest, Vol 47, Issue 56
by Rob Lange 29 Aug '12

29 Aug '12

This is what I want the ticket to look like. I am running on a windows 2003 system running OTRS 3.1 I need to know which files to alter so I can make it look like this. Phone Ticket / WalkIn Screen. Call Number: System Assigned Assigned to Official (system automatic) Region District Local Office ------------------------------------------------------------ Caller: Name Surname Tel : Home Work Cellphone Relationship – Personal Relationship– 3rd party Personal Caller ID ------------------------------------------------------------ Beneficiary: Name (textbox) Surname (textbox) ID Number Contact Number Beneficiaries’ ID Ward – linked to ICROP Official / User / Capturer Grant Type( Dropdown box) Address : Number Street Suburb Town/District Province Code Postal Address: PO Box # Enquiry Type – Internal Reconsideration Mechanism (dropdown box) Enquiry Complaint Info Home visit book-in ICROP SRD Call Summary Problem Description Resolution Resolution date (is it the same as date call resolved?) >>> From: <otrs-request(a)otrs.org> To:<otrs(a)otrs.org> Date: 2012/08/29 01:59 PM Subject: otrs Digest, Vol 47, Issue 56 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. Re: Restricting the self-registration feature (Michiel Beijen) 2. Re: Template Issues (Alexander Halle) 3. Re: Restricting the self-registration feature (brianmortonb2b-atwork(a)yahoo.dk) 4. Re: LDAP: Agent-Login works, but Customer-Login does not. Problem with AuthModule::LDAP::AlwaysFilter (Stefan Michael Guenther) ---------------------------------------------------------------------- Message: 1 Date: Wed, 29 Aug 2012 08:37:29 +0200 From: Michiel Beijen <michiel.beijen(a)otrs.com> Subject: Re: [otrs] Restricting the self-registration feature To: "brianmortonb2b-atwork(a)yahoo.dk" <brianmortonb2b-atwork(a)yahoo.dk>, "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CABD0r11gxYkdLPWX-3weKUZCG0Gp4R7_xURVpoosT0vX3OpsMg(a)mail.gmail.com> Content-Type: text/plain; charset=UTF-8 Hi Brian, On Tue, Aug 28, 2012 at 5:33 PM, brianmortonb2b-atwork(a)yahoo.dk <brianmortonb2b-atwork(a)yahoo.dk> wrote: > What I would like is that only users (customers) who register with e-mail > domains that are known to the OTRS system are allowed to self-register on > the portal. As stated, this functionality is not built-in to OTRS; it would be possible and not very difficult to add it. I could see how you can store a domain (or multiple domains, i.e. in your example, also ikea.dk or ikea-office.com or...) on the customer company record, then check at registration time against the known valid domains, and then reject or accept the registration for new customers based on the domain. However, it is not an OTRS feature, so it would require some development to add it in. -- MIke ------------------------------ Message: 2 Date: Wed, 29 Aug 2012 09:29:54 +0200 From: Alexander Halle <ahalle-lists(a)otterhub.org> Subject: Re: [otrs] Template Issues To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <503DC4F2.5040607(a)otterhub.org> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Rob Lange wrote: > Hi, I am still trying to get this template thing right. I have learnt a > lot about OTRS but am still a noob, so I request someone to please give > me a hand on which files to alter to make my own template. I need to add > some fields and make it look like the company wants. Also renaming some > of the fields. [...] Hi Rob, your question is a bit unspecific to answer. I suggest to tell us something about your OTRS version and operating system, what fields you want to add and how far you get. For new fields try dynamic fields: http://doc.otrs.org/3.1/en/html/dynamicfields.html To rename fields you could use the translation mechanism to replace the wording: http://doc.otrs.org/developer/3.1/en/html/contributing.html#translate If you need to modify the UI look try skins: http://doc.otrs.org/developer/3.1/en/html/hacking.html#skins Regards Alexander Public Relations OTRS Community Board / OtterHub (http://www.otterhub.org/) ------------------------------ Message: 3 Date: Wed, 29 Aug 2012 09:27:17 +0100 (BST) From: "brianmortonb2b-atwork(a)yahoo.dk" <brianmortonb2b-atwork(a)yahoo.dk> Subject: Re: [otrs] Restricting the self-registration feature To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <1346228837.33995.YahooMailNeo(a)web133006.mail.ir2.yahoo.com> Content-Type: text/plain; charset="utf-8" Thank you for that. I'm quite new to OTRS but thrilled about the quality of documentation, responsiveness of the community, etc. I've only just 'discovered' the OTRS IdeasScale site and I will log the idea there. The fact that OTRS Ideas site exist (and seems to get good attention) is just another credit to the community and the company behind OTRS. Ok, the idea proposed in this thread is now in https://otrsteam.ideascale.com/. Thx Brian ________________________________ From: Michiel Beijen <michiel.beijen(a)otrs.com> To: "brianmortonb2b-atwork(a)yahoo.dk" <brianmortonb2b-atwork(a)yahoo.dk>; User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Wednesday, August 29, 2012 8:37 AM Subject: Re: [otrs] Restricting the self-registration feature Hi Brian, On Tue, Aug 28, 2012 at 5:33 PM, brianmortonb2b-atwork(a)yahoo.dk <brianmortonb2b-atwork(a)yahoo.dk> wrote: > What I would like is that only users (customers) who register with e-mail > domains that are known to the OTRS system are allowed to self-register on > the portal. As stated, this functionality is not built-in to OTRS; it would be possible and not very difficult to add it. I could see how you can store a domain (or multiple domains, i.e. in your example, also ikea.dk or ikea-office.com or...) on the customer company record, then check at registration time against the known valid domains, and then reject or accept the registration for new customers based on the domain. However, it is not an OTRS feature, so it would require some development to add it in. -- MIke

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Template Issues
by Rob Lange 29 Aug '12

29 Aug '12

Hi, I am still trying to get this template thing right. I have learnt a lot about OTRS but am still a noob, so I request someone to please give me a hand on which files to alter to make my own template. I need to add some fields and make it look like the company wants. Also renaming some of the fields. We are a non profit organization so cost is a huge thing to us. Your assistance is appreciated. >>> From: <otrs-request(a)otrs.org> To:<otrs(a)otrs.org> Date: 2012/08/28 10:08 PM Subject: otrs Digest, Vol 47, Issue 54 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. Re: Require service/sla (Shawn Beasley) 2. Re: Restricting the self-registration feature (brianmortonb2b-atwork(a)yahoo.dk) 3. Re: Get emails double (Jean BROW) 4. Re: Get emails double (Steven Carr) ---------------------------------------------------------------------- Message: 1 Date: Tue, 28 Aug 2012 20:37:51 +0200 From: Shawn Beasley <shawn.beasley(a)otrs.com> Subject: Re: [otrs] Require service/sla To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <5DF90D89-70F8-4355-88F8-B4E8E8E4F555(a)otrs.com> Content-Type: text/plain; charset="us-ascii" you are welcome! On Aug 28, 2012, at 20:36 , "Gadow, Shawn" <sgadow(a)ocusd.net> wrote: > Worked like a charm thank you much >

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Cannot Log in through Agent Login Page after Upgrading to 3.1.7
by Patrick Banholzer 28 Aug '12

28 Aug '12

Hi, I was wondering if anyone of you had the same issue yet: I have 2 installations of OTRS running on Debian Squeeze. One is on Version 2.4.7 and the other is 3.0.9 I have VM-Copys of each system for testing and tried to upgrade these systems to version 3.1.7. After upgrading the systems everything seems to work until I want to login to the Agent Login Page. (I use the LDAP authentication machanism for agents.) I get a JavaScript Error when accessing the agent login page and when clicking the login button nothing happens. I found a post of someone on otterhub forums describing the exact same issue with version 3.1.2. ( http://forums.otterhub.org/viewtopic.php?f=63&t=14624 ) Can anybody help me? Thanks Patrick P.S. please tell me if you think this is a Debian issue so I can contact the debian package maintainer.

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LDAP: Agent-Login works, but Customer-Login does not. Problem with AuthModule::LDAP::AlwaysFilter
by Stefan Michael Guenther 28 Aug '12

28 Aug '12

Hello, I'm currently trying to setup the LDAP authentication for both agents and customers. While the agents can login without a problem, the customers can't. We checked the logfiles and found out, that OTRS uses "AuthModule::LDAP::AlwaysFilter" for agents and customers, although we have defined "Customer::AuthModule::LDAP::AlwaysFilter". Here are the relevant lines from the config file, did we make a type or misunderstood something in the configuration? BTW, we are using version 3.1.9 sub Load { my $Self = shift; $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '192.168.10.5'; $Self->{'AuthModule::LDAP::BaseDN'} = 'o=in-put'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=otrsuser,o=in-put'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'xxxxxxx'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = '(memberOf=cn=OTRS,ou=Gruppen,o=IN-PUT)'; $Self->{'AuthModule::LDAP::Params'} = { port => 389,timeout => 120,async => 0, version => 3,}; $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = '192.168.10.5'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'o=in-put'; $Self->{'AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=otrsuser,o=in-put'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'xxxxx'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName',UserLastname => 'sn',UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = ['users',]; $Self->{'Customer::AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '192.168.10.5'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=user,o=in-put'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrsuser,o=in-put'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxx'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(sn=*)'; $Self->{'Customer::AuthModule::LDAP::Params'} = {port => 389, timeout => 120, async => 0, version => 3,}; $Self->{'Customer::AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'Customer::AuthSyncModule::LDAP::Host'} = '192.168.10.5'; $Self->{'Customer::AuthSyncModule::LDAP::BaseDN'} = 'o=in-put'; $Self->{'Customer::AuthSyncModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthSyncModule::LDAP::SearchUserDN'} = 'cn=otrsuser,o=in-put'; $Self->{'Customer::AuthSyncModule::LDAP::SearchUserPw'} = 'xxxxx'; $Self->{'Customer::AuthSyncModule::LDAP::UserSyncMap'} = {UserFirstname => 'givenName', UserLastname => 'sn',UserEmail => 'mail', }; $Self->{'Customer::AuthSyncModule::LDAP::UserSyncInitialGroups'} = ['customers',]; Thanks for any hints or suggestions, Stefan

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Our first OTRS implementation and the problems that follow
by Daniel Miller 27 Aug '12

27 Aug '12

Hello All, We just finished putting together an OTRS implementation for one of our customers and have had some things come up afterwards that I'm not sure how to solve. I'm hoping to pass these along to this list and get some feedback from others experience on how these issues can be mitigated or resolved. Thanks in advance for your help. Issue #1: No way as an agent to view all tickets assigned to me whether the tickets are locked or unlocked. This is by far the biggest problem for our implementation. We do not find much of a use for locked vs unlocked within the system. This only leaves the tiny icon at the very top left hand corner of the UI which shows locked tickets assigned to an agent. Is there a way to turn off locked vs unlocked within OTRS? This is one possible solution I thought of. Ideally there would be a dashboard section labeled 'Tickets assigned to me' which lists all tickets assigned to an agent whether they're in a locked or unlocked state. As a suggestion related to this problem, if any of you have worked with Redmine they have a sweet query interface where you can basically query on anything in the system and then save those queries to be displayed as a UI element on their Dashboard page. Issue #2: No way to automate an email on ticket close. I did find out that an OTRS agent can choose a reply of 'Closed Ticket' and then also choose 'closed successful' in the next ticket state drop down. This isn't very good idea because I have to train the staff to always close tickets this way and of course new people are being hired all the time. We really need a way to automate emails to customers when a ticket is closed. One other idea is that in the close UI you get when you use the close link there is a 'Note Type' drop down with only one value 'note-internal'. If we could add 'note-external' as another option AND make it the default this would probably solve this issue. Issue #3: No email on ticket ownership change I was hoping this would be an auto-response I could create but in the Type drop down I don't see anything like "Ownership change". Is there a way for me to add my own Types for auto-responses as a solution to this issue? Issue #4: Customer UI doesn't show ticket Owner We have a few customers who produce many more tickets than other customers. These customers are very happy with the customer UI, except for they cannot see who currently owns their tickets. Is it possible to somehow add this so customers can see the Agent who owns their ticket? Any help or advice that you can supply would be much appreciated. Thanks for all the hard work and effort that has been put into OTRS, it is quite an extensive system. Thanks Dan

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OTRS with Amazon RDS for MySQL
by Hugh Kelley 27 Aug '12

27 Aug '12

Has anybody run an OTRS instance against an Amazon Relational Database Service instance of MySQL? http://aws.amazon.com/rds/mysql/ Hugh

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