- otrs - OTRS mailing lists

Merge incoming messages from HRMS
by James Roman 07 Feb '14

07 Feb '14

We have an HR Management System that is sending multiple message notifications to one of our OTRS queues. Each message is arriving as new ticket. The subject of each message is in a static format. Subject: Lastname, Firstname MI (#######) - Some workflow status message We would like to somehow have any new ticket from the HRMS e-mail to that queue check to see if there is already an open ticket where the first portion of the subject matches "Lastname, Firstname MI (#######) -" and merge those tickets together. Is there someway to do this? I tried configuring a generic agent job, but couldn't figure out how to manage a comparison to existing tickets (or the first in a series of e-mails arriving.) James Roman Network Manager Terranet, Inc. on contract to SSAI For IT support: Mail: it-help(a)ssaihq.com Phone: 301-867-2100

2 1

Postmaster Filtering -- Set CustomerID = CC Mailadress
by Grzella, Mark 06 Feb '14

06 Feb '14

Hey all, i need an advice regarding otrs postmaster filtering. Task is to set the proper customer identification to the email address listed in CC on an inbound e-mail. As we are getting mails via different communication channels, we can get e-mails that are not directly send to otrs from the original customer but rather via an alternative address, for example management assistents reporting for a manager. Therefor it´ll be quite helpful to have the customer id not set to the e-mail responsible, but to the one listed in cc. I tried something like this, but with no effect at all. OTRS still sets customer id to its original sender, not to the cc one. Filter condition Headline 1 : CC << value >> (sample) Headline 2 : From <<value>> myadress(a)mydomain.de Set E-Mail Header Headline 1 : X-OTRS-CustomerUser <<value>> [***] Anybody a clue how to archive this? mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella(a)studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Lorenz Haase Bastian Schmidt-Faber

4 4

customer user sync from AD
by Darshak Modi 06 Feb '14

06 Feb '14

4 4

otrs statistics about carried forward tickets for a day
by Darshak Modi 06 Feb '14

06 Feb '14

2 1

Cookies in AuthModule
by Kristofer Pettijohn 06 Feb '14

06 Feb '14

Hello, I want to create an AuthModule that authenticates against Atlassian Crowd so that we can utilize our internal SSO. The only requirement I am missing that I cannot seem to find is: can I get/set cookies from within an AuthModule? Crowd has a session cookie with a token value to verify a session, and likewise, if we authenticate the user inside of OTRS, we will need to set the cookie with the token value so that other applications can see it. Is this possible from within AuthModule?

2 6

Re: [otrs] Queue versus Subqueue versus All in one queue
by Leah Kelly 05 Feb '14

05 Feb '14

Thank you everybody, this helps a lot! I appreciate your answer Gerald, this clears things up for me regarding the differences between the configuration set-ups. Thanks! I have decided to keep the parent Client Services, with each AM as a child (subqueue). This is because most requests are made to specific AMs as they are their POC. The next questions would be, is there a way to filter the generic requests that are made to the parent (support@) into the AM who represents them? Sometimes clients don’t know who their AM is, so they just write to the generic box. It would be nice to push that client to the AMs queue so the appropriate AM could handle their client. I was thinking we could do it based on domain names, can anybody think of a better more efficient way? Thanks again!

2 1

watched tickets - view in widget?
by Leah Kelly 05 Feb '14

05 Feb '14

Hello, I was wondering if there was a way to configure OTRS so that agents could also view their watched tickets in the dashboard (along with new, open, escalated, etc?) That would be so helpful - thank you! Leah

1 0

FWIW: New install of RPM on Centos 6
by David Boyes 04 Feb '14

04 Feb '14

Following install of ITSM packages on RPM version of current release, Centos 6 x86_64: Forwarding for documentation purposes. > One additional change was needed: > > # cd /opt/otrs > # bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=apache --web- > user=apache --web-group=apache /opt/otrs > > Also, their startup script is a little squirrely, and talks about the PID being > registered in the "database". That may be, but they also have a PID file in > /opt/otrs/var/run/ that needs to be maintained. > > Running > > /opt/otrs/bin/otrs.Scheduler.pl -a stop --force > > then manually using "ps" to verify it's really dead, seems to be a reliable way > of getting it to reset itself completely. If you run "service otrs-scheduler-linux > start" and get anything other than "Starting OTRS Scheduler [OK]" as a result, > then it was *not* properly reset first. > > This was working fine until I did the installation of ITSM module. I think their > package manager tried and failed to restart the scheduler and didn't recover > gracefully afterward.

1 0

Re: [otrs] Queue versus Subqueue versus All in one queue
by Mike Morris 04 Feb '14

04 Feb '14

> I am wondering if individuals possibly shouldn?t have queues, maybe queues > are meant more for a process or a department. Any insight would be My two cents worth: OTRS (or any ticket system) exists to make our work more efficient, of course. So, IMHO, it should be configured to reflect your business processes. We have queues that correspond to major functions happening within the workflow. The decision for me is what will minimize the amount of change (work) manipulating OTRS itself instead of doing the business work directly. Much of my input about that comes from the Agents themselves telling me what will make their life easier. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Random Historical Quote: I enter upon the discharge of the high duties which have been assigned me by the people, again humbly supplicating that Divine Being who has watched over and protected our beloved country from its infancy to the present hour to continue His gracious benedictions upon us, that we may continue to be a prosperous and happy people. - James Knox Polk, Inaugural Address, March 4, 1845 ------------------------------------

2 1

Re: [otrs] Queue versus Subqueue versus All in one queue
by Leah Kelly 03 Feb '14

03 Feb '14

It does help, thank you for that. Would anybody else have any input on the primary differences between these three set-ups, and why one would use them? Thank you for any guidance! The manual doesn’t go into it at all. I am wondering if individuals possibly shouldn’t have queues, maybe queues are meant more for a process or a department. Any insight would be appreciated! Thanks, Leah

3 2