January 2013 - otrs - OTRS mailing lists

ACL to hide Dynamic Field
by Juan Manuel Clavero Almirón 18 Jan '13

18 Jan '13

Hi all, I'd like to know if it's possible (and, if so, how) to hide a Dynamic_Field from a view using ACL. I know I can remove all the possible options from a Dynamic_Field, but I want to totally hide the field. Kind regards, Juan Clavero

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"Time units" mandatory for certain group or role (otrs 3.1.12)
by IT-Support 17 Jan '13

17 Jan '13

Hi, is there a way to set the "time units" field required for specific users, groups or Roles? I know, there is a config item to set it for everyone (Ticket::Frontend::NeedAccountedTime) Thank you! Best regards, Timo

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Cannot connect to MS SQL Database
by Bevan Agard 16 Jan '13

16 Jan '13

Guys & Gals I need some help here. I am trying to setup OTRS ITSM to prove to my boss that it can do as good if not better job than Maximo. The problem is that they want me to set it up utilizing our existing MS SQL 2005 database. I have OTRS installed on a CentOS 6.3 server. I followed all the instruction I found everywhere and from the command line using isql, it works. I even found a perl script to test if my configuration outside of OTRS is good and that works too. However when I run CheckDB.pl it gives me the following: [root@tetron otrs]# bin/otrs.CheckDB.pl DBI connect('mssql;uid=otrs;pwd=Password123;','otrs',...) failed: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002) at /opt/otrs/Kernel/System/DB.pm line 256 ERROR: OTRS-otrs.CheckDB.pl-10 Perl: 5.10.1 OS: linux Time: Wed Jan 16 10:17:50 2013 Message: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002) Traceback (31291): Module: Kernel::System::DB::new (v1.144.2.2) Line: 227 Module: bin/otrs.CheckDB.pl (v1.4) Line: 52 Trying to connect to database DSN: dbi:ODBC:mssql;uid=otrs;pwd=Password123; DatabaseUser: otrs No database connect! =================================================== This is my #/etc/odbc.ini [mssql] Driver = FreeTDS Servername =mssql Port = 1433 Database = otrs #/etc/odbcinst.ini # Driver from the mssql-connector-odbc package # Setup from the unixODBC package [FreeTDS] Description = ODBC for Microsoft SQL Driver = /usr/lib64/libtdsodbc.so.0 Setup = /usr/lib64/libtdsS.so UsageCount = 1 Threading = 2 #/etc/freetds.conf [mssql] host = otrs-mssql port = 1433 tds version = 7.0 dump file = /var/log/freetds.log This is really frustrating and I can't seem to figure this out. Does anyone out there have any clues. Any guidance would be appreciated. Trust that all thing would work out for the good. Keep standing. Keep believing. Keep hoping. Keep moving forward. Advertise Your goods and services for free on Trin e-Ads http://www.trin-e-ads.com

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Can I use multiple ACLs to remove statuses allowed in a view?
by Bogdan Iosif 16 Jan '13

16 Jan '13

Hi, Can someone more knowledgeable please confirm the following observation about ACL behavior? In short, I unexpectedly failed to use two different ACLs to remove some allowed values in the statuses available in a given view. I'll fabricate a synthetic example to illustrate the strange behavior that I would like confirmed. Let's assume the only defined statuses in my system are: new, open, pending reminder, closed successful and closed unsuccessful. Let's also assume that I have the following two ACLs, designed to apply everywhere: $Self->{TicketAcl}->{'100-ACL-First'} = { Properties => { }, PossibleNot => { Ticket => { State => ['pending reminder'] }, }, }; $Self->{TicketAcl}->{'200-ACL-First'} = { Properties => { }, PossibleNot => { Ticket => { State => ['closed unsuccessful'] }, }, }; Now, what I expected to end up with in the list of possible statuses from a view such as AgentTicketCompose was the initial list of statuses minus BOTH "pending reminder" and "closed unsuccessful". Instead, I ended up with the initial list minus ONLY "closed unsuccessful". I was very surprised, it seems like a major restriction in what is possible to achieve with ACLs because I can't imagine being able to express all the conditions that affect the allowed values in a field within a single ACL. Is this the intended behavior of ACLs? Thanks, Bogdan

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respect foreign ticket IDs
by Jan.Dreyer＠bertelsmann.de 16 Jan '13

16 Jan '13

Hi, our client wants to send reports automatically on regular basis to our ticket system. The foreign system doesn't know about the corresponding ticket number in OTRS, but has own identification numbers of the cases. Is it possible to let OTRS sort the incoming mails into the corresponding ticket? E.g. * First appearance of a foreign number creates a ticket * Following references to the foreign number append the article to the existing OTRS ticket It's possible to modify the Mail headers (I think). So I thought about the following possible solution: * Insert a mail header X-OTRS-TicketNumber * In Postmaster Mail Account definition enable "Trusted" * OTRS automagically respects the foreign number I think that's Utopia, isn't it? Are there any other ways? Do I have to modify the sources to let OTRS recognize the foreign numbers? Regards Jan Dreyer IT Administrator / Operations Team / M-IT OMS

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Re: [otrs] Why don?t work for me ACL with Dynamic Fields
by Antonio Sarmiento 15 Jan '13

15 Jan '13

Thanks Nils for your quick response, but I'm NOT using root@localhos, I'm using other agent in admin group Best regards Antonio Date: Tue, 15 Jan 2013 14:23:14 +0100 From: Nils Leideck <nils.leideck(a)leidex.net> Subject: Re: [otrs] Why don?t work for me ACL with Dynamic Fields Are you logged in with root@localhost ? On 15.01.2013, at 13:46, Antonio Sarmiento wrote: > Hi, > I'm trying to restrict the values shows in a phone ticket for a Dynamic > Field, depending on the Service selected using the following ACL in > config.pm : > > $Self->{TicketAcl}->{'250-ACL-CATEGORIA'} = { > # match properties > Properties => { > # current action match properties > Frontend => { > Action => ['AgentTicketPhone','AgentTicketEmail'], > }, > # current ticket match properties > Ticket => { > Service=> ['INCIDENTES::Comunicaciones::REDES'], > } > }, > # return possible options (white list) > Possible => { > Ticket => { > DynamicField_DF1 => ['HUB','WIFi'], > }, > }, > }; > > But it don?t work because shows the 8 values stored in DF1 > > The names of services are ok and name and key of the dynamic field is the > same > Dynamic field where defined, store with data and declare in phone ticket > Other ACL which not involves Dynamic fields are working ok NOT Using root@localhost, I using other agent in admin group > win7,OTRS3.1.12, ITSM3.1.7,Mysql > > Somebody could help me? > > I appreciate your help > > Best regards > > Antonio > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Cheers, Nils -- http://webint.cryptonode.de / a Fractal project

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Are config options ViewableSenderTypes and UnlockStateType dead-weight?
by Bogdan Iosif 15 Jan '13

15 Jan '13

Hi everyone, I was looking into the config options from subject and was unable to find any use for them even after I searched through the source code. Here are a couple of details I was able to gather: - Ticket::ViewableSenderTypes = Help is incomplete saying only: Defines the default viewable sender types of a ticket (default: customer) = Unable to find anything useful by searching v3.1.9 sources for the text "ViewableSenderTypes". I found this config option referenced in only two places, the new() methods of "Kernel::Modules::AgentTicketQueue" and "Kernel::Modules::CustomerTicketOverview" but then I wasn't able to determine where/how it is actually used. - Ticket::UnlockStateType = Help is incomplete saying only: Defines the valid states for unlocked tickets = Unable to find anything useful by searching v3.1.9 sources for the text "UnlockStateType". I found this config option referenced in only one place, the new() method of "Kernel::System::State" but then I wasn't able to determine where/how it is actually used. *** Does anyone know about the usefulness of these options? *** /bogdan

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Why don´t work for me ACL with Dynamic Fields
by Antonio Sarmiento 15 Jan '13

15 Jan '13

Hi, I'm trying to restrict the values shows in a phone ticket for a Dynamic Field, depending on the Service selected using the following ACL in config.pm : $Self->{TicketAcl}->{'250-ACL-CATEGORIA'} = { # match properties Properties => { # current action match properties Frontend => { Action => ['AgentTicketPhone','AgentTicketEmail'], }, # current ticket match properties Ticket => { Service=> ['INCIDENTES::Comunicaciones::REDES'], } }, # return possible options (white list) Possible => { Ticket => { DynamicField_DF1 => ['HUB','WIFi'], }, }, }; But it don´t work because shows the 8 values stored in DF1 The names of services are ok and name and key of the dynamic field is the same Dynamic field where defined, store with data and declare in phone ticket Other ACL which not involves Dynamic fields are working ok win7,OTRS3.1.12, ITSM3.1.7,Mysql Somebody could help me? I appreciate your help Best regards Antonio

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open ticket forwarding mail
by Francesco Pasqualini 10 Jan '13

10 Jan '13

Hi, is there some feature/configutation to open a ticket forwarding an email. The use case is: We have an email address connected to OTR, helpdesk(a)mycompany.com, but sometime I receive requests in my own mailbox and I want to forward to OTRS. Is there a way to forward this email to OTRS and automatically open a ticket for the original sender ? It would be nice something like this: I reply-all to the customer email, cc:helpdesk@mycompany.com and In the body of the message I add before the quoted text: "I open an OTRS ticket for you: sender(a)customer.com" ...so that OTRS can get the correct sender (via a filter ?) What solution do you suggest for this requirement ? thanks Francesco

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Not autoreplying on vacation messages?
by Ralf Hildebrandt 10 Jan '13

10 Jan '13

We have one queue with an automatic responses configured. Since we're using the email address of this queue for sending out reminders ("Your account is about to expire on ..."), we're getting out-of-office replies back to the queue, which are then automatically replied to. So, what I'd like to know is how I can prevent OTRS from replying when the Subject: contains "Abwesend:" (which is a good indication for an out of office autoreply in Germany). -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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