August 2016 - otrs - OTRS mailing lists

custom cookie based Frontend::Customer::Auth authentication
by System Administrator 21 Aug '16

21 Aug '16

Hi, In our environment we use Cookies for single sign on. And we have Perl code that extracts the username from the cookie and authenticates the user by checking the signature embedded in the cookie. How can such a cookie based custom SSO work with OTRS? I am not sure if the following starting points would work and what other ways there may be. 1) Is this possible?: set Framework - Frontend::Customer::Auth to "HTTPBasicAuth" and modify Kernel/System/CustomerAuth/HTTPBasicAuth.pm to read the SSO Cookie and set my $User = ... based on the result? How would I obtain the cookie in HTTPBasicAuth.pm ? 2) Or this? : Also set HTTPBasicAuth in OTRS and process the cookie separately in Apache and set REMOTE_USER =making it look like Basic Authentication for OTRS. If yes, how can this be done? Thank you in advance for any tips

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KIX4OTRS Save as Draft function
by Василий Труфанов 20 Aug '16

20 Aug '16

Hello! After creating a new ticket with the Russian letters, and clicking on "Save as Draft" (KIX1.png), a new ticket is opened with the question marks instead of Russian letters (KIX2.png) How to make a normal display of Russian letters? Thanks!

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KIX4OTRS problem.
by Василий Труфанов 20 Aug '16

20 Aug '16

Hello i test KIX4OTRS with Russian language. And i have a error: [Sat Aug 20 21:58:40.220048 2016] [:error] [pid 21482] Wide character in subroutine entry at /opt/otrs/KIX4OTRS/Kernel/Output/HTML/LayoutKIX4OTRS.pm line 1005.\n When i comment the line 1005 it's work fine but i have this in log: [Sat Aug 20 22:03:19 2016] -e: Use of uninitialized value $Param{"NotifyID"} in concatenation (.) or string at /opt/otrs/KIX4OTRS/Kernel/Output/HTML/LayoutKIX4OTRS.pm line 1006. [Sat Aug 20 22:03:39 2016] -e: Use of uninitialized value $Param{"NotifyID"} in concatenation (.) or string at /opt/otrs/KIX4OTRS/Kernel/Output/HTML/LayoutKIX4OTRS.pm line 1006. [Sat Aug 20 22:03:39 2016] -e: Use of uninitialized value $Param{"NotifyID"} in concatenation (.) or string at /opt/otrs/KIX4OTRS/Kernel/Output/HTML/LayoutKIX4OTRS.pm line 1006. [Sat Aug 20 22:03:53 2016] -e: Use of uninitialized value $Param{"NotifyID"} in concatenation (.) or string at /opt/otrs/KIX4OTRS/Kernel/Output/HTML/LayoutKIX4OTRS.pm line 1006. Problem in KIX4OTRS v7.1.8 and 8.0.6 Thanks!

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Re: [otrs] E-Mail-Ticket-Template -> "To"-Field and CC / BCC
by Julius Haake 18 Aug '16

18 Aug '16

Dear Gerald, it works like a charm, the value-counter needs to be the number of CC-Fields I want to fill. So if I have 4 CC-Users, value="" logically needs to be 4. Thank you for your time and help! Problem solved BR Julius

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Empty “From” in agent notification mail
by Martin Merfort 18 Aug '16

18 Aug '16

Hello Everyone, I am currently facing the problem that new ticket notifications are sent with an empty from field: Here is a snippet from the maillog: Aug 16 14:02:35 <hostname> postfix/pickup[24168]: 37B8B3E0049: uid=48 from=<> Aug 16 14:02:35 <hostname> postfix/cleanup[26582]: 37B8B3E0049: message-id=<redacted> Aug 16 14:02:35 <hostname> postfix/qmgr[16018]: 37B8B3E0049: from=<>, size=3974, nrcpt=1 (queue active) Here is the line from the otrs log as displayed in the frontend: Sent agent 'NewTicket' notification to '<address>'. I'm using OTRS-4.0.5, could this be a bug with this old version or is this a configuration error? Greetings Martin Merfort

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Regarding automatic transfer of tickets
by Paul Joseph 17 Aug '16

17 Aug '16

Hello List, I have a query . If I have three groups of people working on a product . Suppose I get a ticket for the third level(lowest) and none of the people from the third group have attended to and the escalation time has lapsed ..... then how can I transfer it to the next level automatically OR from the present queue to the queue belonging to the next level ??? . NOT MANUALLY , but automatically. If anyone could help, please give a detailed explanation regarding what to do..... I know that we have to do something with the Generic Agent but please give a detailed explanation I am new to this. Thanks in advance !!

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Regarding automatic transfer of tickets
by Paul Joseph 16 Aug '16

16 Aug '16

Hello List, I have a query . If I have three groups of people working on a product . Suppose I get a ticket for the third level(lowest) and none of the people from the third group have attended to and the escalation time has lapsed ..... then how can I transfer it to the next level automatically OR from the present queue to the queue belonging to the next level ??? . NOT MANUALLY , but automatically. If anyone could help, please give a detailed explanation regarding what to do..... I know that we have to do something with the Generic Agent but please give a detailed explanation I am new to this. Thanks in Advance List!!

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Add custom javascript on OTRS 4
by Pritesh BHEEMANEE 12 Aug '16

12 Aug '16

Hello everybody, I wan to add javascriptto make an rest api call from Core.Agent.TicketZoom.js and display fetched data on ticketzoom page AgentTicketZoom.tt So, I disable Loader::Enabled::JS in Core::Web. I am trying to add javascript on Core.Agent.TicketZoom.js file but i always got error Core.Agent.TicketZoom not defined. I wrote JS function to do api call and display data on .tt file. PS: I couldn't find official document for REST API on OTRS 4. Any idea ? Thanks !! Best Regards, Pritesh

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Re: [otrs] Customer frontend
by Martin JERGA 12 Aug '16

12 Aug '16

Hello Mikey, I could not understand your question. Could you describe your business requirement in more details. Martin On Aug 3, 2016 10:52 AM, Mikey van der Worp <mvdworp(a)utelisys.com> wrote: Still nobody? Does really nobody has a clue about this? Mikey <https://www.utelisys.com/> On 08/01/2016 02:28 PM, Mikey van der Worp wrote: Hi all, I want to be able to create a user for the Customer Frontend, and assign it to a full queue. Without account codes or anything as some tickets are not able to be changed. Can somebody explain me how or send me a link? Best regards, Mikey van der Worp -- Mikey van der Worp<https://www.linkedin.com/profile/view?id=182619557> System Engineer Utelisys Communications B.V. Trinity Buildings Tower A, 7th floor Pietersbergweg 15 1105 BM Amsterdam M +31 (0) 62 942 2052 T +31 (0) 20 561 8010 F +31 (0) 20 561 8021 LinkedIn<https://www.linkedin.com/company/utelisys-communications-b.v./> - Facebook<https://www.facebook.com/utelisyscommunications> <http://www.utelisys.com/>www.utelisys.com<http://www.utelisys.com> – <https://www.utelisys.com/> https://www.utelisys.com/

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autom. State change
by Anton Kornexl 12 Aug '16

12 Aug '16

Hello, it would be nice to configure an automatic state change to closed, if a ticket is moved to a specific queue. kind regards Anton Kornexl

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