- otrs - OTRS mailing lists

customer external backend
by Jocielma Rocha 07 Jun '13

07 Jun '13

Hello, I have two otrs systems installed at my work for different departments. The customers to both are the same. I'd like use the same tables of customers to both systems. So, I have all required values at the database for the first system and I put at the file Config.pm on the second system the following values: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::DB'; $Self->{'Customer::AuthModule::DB::Table'} = 'customer_user'; $Self->{'Customer::AuthModule::DB::CustomerKey'} = 'login'; $Self->{'Customer::AuthModule::DB::CustomerPassword'} = 'pw'; $Self->{'Customer::AuthModule::DB::DSN'} = "DBI:Oracle:sid=sid_DB_the_first_system;host=Host_DB_the_first_system;port=1521;"; $Self->{'Customer::AuthModule::DB::User'} = "DBUser_the_first_system"; $Self->{'Customer::AuthModule::DB::Password'} = "DBUserPassword_the_first_system"; It doesn't work! Can't I use external backend so? Any another idea to I don't need replicating the customers and I manage them on the same system? thanks, Jocielma Monteiro

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change owner of ticket, dont send an email
by Simon Allison 07 Jun '13

07 Jun '13

Hi I setup a notification to send an email, whenever there was a new ticket into a queue, but when they create a phone ticket and set owner, it sends an email - but I don't want it to do this if the owner is set, if it was a new ticket without an owner then send email would be better. How would I change it to do that? en::Agent::NewTicket Simon Allison ********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College. **********************************************************************

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New ticket. From customer vs Options: [customer]
by Adam Moffett 07 Jun '13

07 Jun '13

When I create a new ticket in OTRS (Tickets -> New Phone Ticket) the form seems to have two different places to select a customer. One is an edit box labeled "From Customer:" where I can start typing a customer's name or email address and it starts showing me options I can pick from. The other is an HTML link titled "[customer]" next to a label that says "Options:". The link brings up a popup window where I can search for customers and click on one. If I use "From Customer" to choose the customer and then click "Submit", I get an alert that says "One or more errors occurred" and then red text under the customer entry that says "Please remove this entry and enter a new one with the correct value." If I add the same customer using the "Options: [customer]" link it works fine. One difference I see is the "From customer:" edit box seems to use the form '"name" <email>' whereas using "Options: [customer]" just puts in the email address only. I setup OTRS with an external backend, and it's quite possible I did something foolish. Just wondering if somebody already bumped into something like this and can point me towards a reason for this.

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Customer Access Restrictions
by Roman Gelfand 06 Jun '13

06 Jun '13

Consider a company that uses otrs for it's helpdesk application for internal purposes. It's employees create trouble tickets. What would be a correct approach for this? Do I create a single customer and employees as customer users? If so, how do I prevent customer users from updating the other tickets? or Do I create a separate customer for each user? Thanks in advance

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Ticket State Change
by Roman Gelfand 06 Jun '13

06 Jun '13

Outside of creating a ticket, I would like prevent a customer from changing ticket state. How do I do that? Thanks in advance

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Restore - which password is required?
by Paul Simons 06 Jun '13

06 Jun '13

Hello All, Trying to restore an OTRS backup. Using supplied .pl scripts for both procedures. The 'restore' asks for a password, which one do I supply? Regards ___________________________________________ Paul Simons ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

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Ticket Creation
by Roman Gelfand 06 Jun '13

06 Jun '13

I am using otrs version 2.4 When logging in as agent, I can't seem to find a way to add a ticket. Is that by design? If not, could you let me know how to do this. Thanks in advance

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Negative Value of SLA Time cause hanging for otrs system
by Yousef Hamad 06 Jun '13

06 Jun '13

Hi all, When SLA time reached at negative value(-) and I want to change the state to pending from pending tab , it hang and loading so long time, why?. Thanks, Yousef Hamad Technical Support EN Mob +962 799372852 [Description: Description: cid:image001.png@01CB97B5.0EAD1510] _______________________________________________________________________________________________________________________________________________________________________________________________________________ This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secured or error-free, as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of Aspire Infotech are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications. Aspire Infotech, 130 Queen Rania Street, PO Box 840098 Amman 11181 Jordan

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Links not clickable in the email body for otrs 3.1.11
by Alvaro Cordero 05 Jun '13

05 Jun '13

Hello All, we have OTRS 3.1.11 running under CentOS. We have been running System Monitoring Module to get Alerts from Nagios System and that part works just fine, but as part of the alert we are sending links to the resources in Nagios, but with Chrome and Firefox we can't direct click on those links, if we right click and select open link in new window (or tab) it will work just fine. Chrome Version 27 and Firefox Version 21 With IE8 it works perfect. We've check settings and nothing seems to manage this. Any clues. Regards -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

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Multiple Service Types
by Roman Gelfand 05 Jun '13

05 Jun '13

I was wondering if someone could suggest the accepted approach(es) for handling the following scenario... A company has help desk department that supports only it's employees. There are three categories of support tickets (ie hardware, software, other). Each category should have it's own queue. Each queue to be handled and managed by specific agents/agent groups. I am not clear on... Do I setup separate customer for each category? or is there a way to specify category on the ticket? If later how do I tie category to a queue? and how do I assign agents to handle specific queue? etc... Any help is greatly appreciated Thanks in advance

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