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Re: [otrs] Need to set customers/agents's auth witn LDAP.
by Steven Carr 01 Mar '13

01 Mar '13

On 8 February 2013 13:05, Israel Garcia <iga3725(a)yahoo.com> wrote: > OK Steve, so I should edit /opt/otrs/Kernel/Config.pm, add my LDAP settings, > restart OTRS and volia!? > Also, I have seen in Admin/SysConfig/Frontend::Customer::Auth the same > parameters I have added to /opt/otrs/Kernel/Config.pm, should I edit them > using this web page or editing directly the /opt/otrs/Kernel/Config.pm > file? Don't quite know about the "voila", more like cross your fingers and hope it doesn't collapse in a heap. One of my big issues with OTRS is the configuration is utter crap. Too many places to configure things, everything should really be just configured through Sysconfig instead of having to mess about with text files (and perl based text files at that), and ideally stored in the database to make upgrades a lot easier than worrying about which config files you need and don't need. I'm not sure the order in which the settings are applied but I would guess that anything you put in Kernel/Config.pm will override anything you configure in SysConfig (someone can correct me if I'm wrong). So just make your changes in one place and one place only and they will be added to the overall config. Steve

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Tickets not re-opening on customer reply.
by Atom Powers 01 Mar '13

01 Mar '13

We have been running OTRS for about a month and I think it is the best OSS ticketing system I've ever used. Lately it came to my attention that when a customer replies to a "ticket closed" email the ticket is not re-opened; the customer receives a "your ticket has been updated" message immediately followed by a "your ticket has been closed" message. The ticket state remains "resolved" (re-named from "closed successful"). We are running 3.2.1. I feel that I've already check all the obvious settings but I must be missing something. Where else should I be looking? My Queue is set to "Follow up Option: possible" and Core::PostMaster::PostmasterFollowUpStateClose -> "open" Logs indicate the follow up is processed and "ticket closed" message is sent out immediately following: Jan 28 09:58:38 support0 OTRS-otrs.PostMaster.pl-3[9663]: [Notice][Kernel::System::PostMaster::FollowUp::Run] FollowUp Article to Ticket [3000260] created (TicketID=208, ArticleID=976). , Jan 28 09:58:51 support0 OTRS-CGI-3[14733]: [Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'customer(a)digipen.edu' from 'DigiPen Helpdesk <helpdesk(a)digipen.edu>'. HistoryType => SendCustomerNotification, Subject => [DP#3000118] Your HelpDesk request has been closed.; -- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Director of IT DigiPen Institute of Technology +1 (425) 895-4443

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Update response time, don´t update
by Antonio Sarmiento 01 Mar '13

01 Mar '13

Hi everybody, win 7 / mysql / otrs3.1.12 / itsm 3.1.7 I'm using service & sla and defined first response, update and solution time, but when I create a phone ticket and the sla is asigned and ticket created, only first response and solution time are stopped with some action, like external note or close without problem. But with the update time I can´t find how to comply, because each article like a new external note or priority update or queue update, the update time is restarted!! Someone could help me? I appreciate so much your help Antonio

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Using LDAP attribute to select the queue
by Slobodan Aleksić 28 Feb '13

28 Feb '13

Hello list, is it possible to use a LDAP attribute to let OTRS decide where to place a ticket? For example there is for every department in a company one queue defined in OTRS . Now if an email arrives from user X (AD-User) with LDAP attribute "Department:Sales" , OTRS puts this ticket automagically in the queue "SALES" ...

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Re: [otrs] Can't add items in SysConfig
by Erik D. Jones 26 Feb '13

26 Feb '13

I have OTRS 3.2.2 installed. This was an upgrade from a clean installation of 3.1.xx. The problem existed in 3.1.xx prior to the upgrade. The SysConfig is relatively clean with the only customization being the organization, admin email and secure site settings. No other defaults have been changed. I have created fields in the DynamicFields Admin screen with no issues. I can verify that they're in the mysql database and all is fine. When I try to add them to either PhoneViewNew or EmailViewNew settings, I am unable to add a new item (the list is currently empty and the option is enabled). Adding an item to any item on this screen (including the ticket state item list), it exhibits the same behavior which is that clicking the + sign posts to OTRS and then I get a 302 redirect back to the page, but no item is added to the list for me to edit. Any thoughts here? The system is running on Ubuntu 12.04 LTS with perl FCGI under nginx and mysql 5.5.x. OTRS otherwise operates perfectly, sending and receiving emails and auto responses. The contents of the post are: Request Method: POST Status Code: 302 Found URL: http://otrs.example.com/otrs/index.pl ChallengeToken: xxxxxxxxxxxxxxxxxxxxxxxxxx Action: AdminSysConfig Subaction: Update SysConfigGroup: Ticket SysConfigSubGroup: Frontend::Agent::Ticket::ViewEmailNew DontWriteDefault: 1 Ticket::Frontend::AgentTicketEmail###Priority: 3 normal Ticket::Frontend::AgentTicketEmail###ArticleType: email-external Ticket::Frontend::AgentTicketEmail###SenderType: agent Ticket::Frontend::AgentTicketEmail###Subject: Ticket::Frontend::AgentTicketEmail###Body: Ticket::Frontend::AgentTicketEmail###StateDefault: open Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: open Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: pending auto Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: pending reminder Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: closed Ticket::Frontend::AgentTicketEmail###HistoryType: EmailAgent Ticket::Frontend::AgentTicketEmail###HistoryComment: Ticket::Frontend::AgentTicketEmail###DynamicFieldItemActive: 1 Ticket::Frontend::AgentTicketEmail###DynamicField#NewHashElement: Add new entry Ticket::Frontend::AgentTicketEmail###RichTextWidthItemActive: 1 Ticket::Frontend::AgentTicketEmail###RichTextWidth: 620 Ticket::Frontend::AgentTicketEmail###RichTextHeightItemActive: 1 Ticket::Frontend::AgentTicketEmail###RichTextHeight: 320 Response (302): Location: /otrs/index.pl (http://index.pl)?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Fro… Erik On Tuesday, February 26, 2013 at 10:41 AM, Erik D. Jones wrote: > I have OTRS 3.2.2 installed. This was an upgrade from a clean installation of 3.1.xx. The problem existed in 3.1.xx prior to the upgrade. The SysConfig is relatively clean with the only customization being the organization, admin email and secure site settings. No other defaults have been changed. > > I have created fields in the DynamicFields Admin screen with no issues. I can verify that they're in the mysql database and all is fine. When I try to add them to either PhoneViewNew or EmailViewNew settings, I am unable to add a new item (the list is currently empty and the option is enabled). Adding an item to any item on this screen (including the ticket state item list), it exhibits the same behavior which is that clicking the + sign posts to OTRS and then I get a 302 redirect back to the page, but no item is added to the list for me to edit. > > Any thoughts here? > > The system is running on Ubuntu 12.04 LTS with perl FCGI under nginx and mysql 5.5.x. OTRS otherwise operates perfectly, sending and receiving emails and auto responses. > > The contents of the post are: > Request Method: > POST > > Status Code: > 302 Found > > > > URL: http://otrs.example.com/otrs/index.pl > > ChallengeToken: > xxxxxxxxxxxxxxxxxxxxxxxxxx > > Action: > AdminSysConfig > > Subaction: > Update > > SysConfigGroup: > Ticket > > SysConfigSubGroup: > Frontend::Agent::Ticket::ViewEmailNew > > DontWriteDefault: > 1 > > Ticket::Frontend::AgentTicketEmail###Priority: > 3 normal > > Ticket::Frontend::AgentTicketEmail###ArticleType: > email-external > > Ticket::Frontend::AgentTicketEmail###SenderType: > agent > > Ticket::Frontend::AgentTicketEmail###Subject: > > Ticket::Frontend::AgentTicketEmail###Body: > > Ticket::Frontend::AgentTicketEmail###StateDefault: > open > > Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: > open > > Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: > pending auto > > Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: > pending reminder > > Ticket::Frontend::AgentTicketEmail###StateTypeContent[]: > closed > > Ticket::Frontend::AgentTicketEmail###HistoryType: > EmailAgent > > Ticket::Frontend::AgentTicketEmail###HistoryComment: > > Ticket::Frontend::AgentTicketEmail###DynamicFieldItemActive: > 1 > > Ticket::Frontend::AgentTicketEmail###DynamicField#NewHashElement: > Add new entry > > Ticket::Frontend::AgentTicketEmail###RichTextWidthItemActive: > 1 > > Ticket::Frontend::AgentTicketEmail###RichTextWidth: > 620 > > Ticket::Frontend::AgentTicketEmail###RichTextHeightItemActive: > 1 > > Ticket::Frontend::AgentTicketEmail###RichTextHeight: > 320 > > > > Response (302): > Location: > /otrs/index.pl (http://index.pl)?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Fro… > > >

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ERROR: column "a_freekey1" does not exist
by Carlos Ribas 26 Feb '13

26 Feb '13

Hello all, I just upgraded from 3.1.12 to 3.2.2. I didn't get any message of error during the upgrade and all seems to be ok, but after I logged in and I saw this log message: Tue Feb 26 08:52:18 2013errorOTRS-DBUpdate-to-3.2-0ERROR: column "a_freekey1" does not exist Is this a problem? Regards, ------------------------------- Carlos Eduardo Ribas

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How avoid update priority in ticket creation or note
by Antonio Sarmiento 26 Feb '13

26 Feb '13

Hi, I need to avoid modify manually the priority by agents, because we are using Criticality <-> Impact <-> Priority matrix, and only it may be update by a supervisor using AgentTicketPriority action is possible to do that? I appreciate your help Antonio Sarmiento

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OTRS now on github
by Martin Gruner 26 Feb '13

26 Feb '13

Dear all, as some of you may have already noticed, the OTRS framework, documentation and some utility modules have been migrated to git. We have updated the usage instructions on the website and in the documentation. If you still find places with outdated information, please let us know. We also plan to migrate more modules in future. All git content is hosted on an internal server that requires a user login. The OpenSource content is automatically published on github (https://github.com/OTRS) There you can find all necessary instructions on how to checkout the sources, look at files and their history. There you can also montior all che changes that happen via RSS feeds and notification emails. The changes in git will no longer appear on the existing "cvs-log" mailing list. If you are interested, you can register on github, clone our public modules and send us the changes you make for inclusion in the main repositories via a so-called "Pull Request". This makes OTRS better visible for developers and makes it easier to contribute to the product. If you have any questions or issues regarding the git migration, please let me know. Best regards, mg -- Martin Gruner Senior Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Mehr als ein Help Desk-System – Prozess- und Kundenmanagement mit OTRS 3.2 – Jetzt Frühbucherrabatt sichern: http://www.otrs.com/de/loesungen/promotion/otrs-help-desk-32-special/

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Dynamic field
by Luchtman, Kurt 25 Feb '13

25 Feb '13

I have created a dynamic field that is visible is almost all of OTRS and is a required field to enter. My question is, can I make it editable so that if someone enters in accurate data that we can make the required change. In a nut shell I have 1 person in each county of our state that is providing assistance on our new application. Often these people change location and accidently enter the wrong county that they are in. I would like to make it so that agents are able to make that change so that we can get more accurate reports. Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Manager 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

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Merge tickets - undo
by Jean BROW 25 Feb '13

25 Feb '13

An agent merged to tickets, and he want to undo. If he split out one article (that was merged in as an mistake) from the ticket they will still be at the new and wrong ticket. Any idea how to deal with this?

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