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OTRS Add-On
by Adi Ariyanto 10 Jan '13

10 Jan '13

Dear All I want to know is OTRS Add On is free or not ? I see that there is a add on called Based Queue Routing Add On, but I cant download it, my online repository is only FAQ OTRSMasterSlave Survey SystemMonitoring Time Accounting IPhoneHandle Thank You Best Regards Adi Ariyanto Computer Support & Maintenance ________________________________ This email and its attachments may be confidential and are intended solely for the use of the individual to whom it is addressed. Any views or opinions expressed are solely those of the author and do not necessarily represent those of Bina Nusantara. If you are not the intended recipient of this email and its attachments, you must take no action based upon them, nor must you copy or show them to anyone. Please contact the sender if you believe you have received this email in error.

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Title length limitation of FAQ
by Derek Kiely 07 Jan '13

07 Jan '13

Is there a way to increase the length of FAQ Title in OTRS. I find there is a limitation to FAQ title, only 120 characters allowed. But seems no configuration in SysConfig could make a change to this. How could I enter longer title? And, the FAQ Explorer shows only 65 characters of the title, how to make it show more? Derek Kiely

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Delete an article
by Jean BROW 07 Jan '13

07 Jan '13

Hi, Anyone know if its possible to delete an article in a ticket?

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LDAP error message: Authentication succeeded, but no customer record found in the customer backend
by Pascal Guilloux 06 Jan '13

06 Jan '13

Hi all I have the message below when I modify from the OTRS admin interface (Edit Config Settings in Framework -> Frontend::Customer::Auth) for customer modules. "Authentication succeeded, but no customer record is found in the customer backend". It seems able to communicate with my LDAP server and it gets a return from the LDAP server that the login and password are good but doesn't seems found in the customer backend, is it talking about the OTRS database? If yes, do I need to create a user for each of them in my OTRS Database? Or it is something else I am missing because I have more than 500 users. It will be a real pain to insert one by one in the OTRS Database. This is the logs: [Fri Jan 4 14:48:29 2013][Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: otrstest (CN=OTRS TEST,OU=IT,DC=uq,DC=edu,DC=au) authentication ok (REMOTE_ADDR: 127.0.0.1). [Fri Jan 4 14:48:29 2013][Error][Kernel::System::CustomerUser::SetPreferences][506] No such user otrstest'! All LDAP modifications/configurations have been done by the admin interface in OTRS (Edit Config Settings in Framework -> Frontend::Customer::Auth), nothing has been modified in the config.pm. QUESTIONS: 1) Is it better to the modification with the config.pm than the OTRS admin interface (Edit Config Settings in Framework -> Fontend::Customer::Auth)? 2) If I change the config.pm, do I need to modify the OTRS admin interface at the same time? Because some options are missing at the OTRS admin interface for the customer ldap, I was wondering if I have to update that page and the config.pm at the same time and each time. 3) When the customer authenticates by the LDAP but doesn't have any account in the OTRS Database, does it copy/insert/create the customer information in the OTRS Database? I read in a post that it insert in the OTRS Database when the customer authenticate for the first time, but it doesn't seem doing. If not, is there a way to do it? 4) If it copy in the OTRS Database or not, is it possible to import different customer from different OU and attach each OU to different QUEUE in an automatic way? I wouldn't want to modify 500+ users one by one. 5) Is it normal that the REMOTE_ADDR is 127.0.0.1 in the log? my LDAP server and the OTRS server are 2 different servers, is it normal I have local host IP address? Don't hesitate to contact me on my email, p.guilloux(a)uq.edu.au Thank you in advance for your answers and time. Regards Pascal

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Add Priority Options to Email Compose & Phone Inbound/Outbound
by Derek Kiely 04 Jan '13

04 Jan '13

Is it possible to add the option to modify a tickets priority to the Email compose or Phone call outbound/inbound so that agents can easily change the priority when sending a response. Derek Kiely

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LDAP AUTHENTICATION ISSUE
by Pascal Guilloux 02 Jan '13

02 Jan '13

Hi I am using the version OTRS 3.1.9 I - WEB ADMIN INTERFACE I am trying to setup the LDAP authentication on the OTRS admin interface, it doesn't seem working, and nothing happens, whatever the configuration I changed to (even after I restart the OTRS service). Do I need to change directly the Kernel/Config.pm to make it works? Modules used on the Admin interface: These are the only modules modified, am I missing anything? Customer::AuthModule => LDAP Customer::AuthModule::LDAP::Host => servername.uq.edu.au Customer::AuthModule::LDAP::BaseDN => dc=uq,dc=edu,dc=au Customer::AuthModule::LDAP::UID => sAMAccountName Customer::AuthModule::LDAP::GroupDN => CN=xxxx, OU=IT,DC=uq,DC=edu,DC=au Customer::AuthModule::LDAP::UserAttr => UID Customer::AuthModule::LDAP::SearchUserDN => CN=xxxx, OU=IT,DC=uq,DC=edu,DC=au Customer::AuthModule::LDAP::SearchUserPw => xxxx Message from the log: System::User::UserLookup][797] No UserID found for 'testotrs'! System::Auth::DB::Auth] User: testotrs doesn't exist or is invalid!!! (REMOTE_ADDR: xxx.xxx.xxx.xxx) The user exist on the LDAP server II - config.pm modification When I tried to change directly in the config.pm, I have an error message after followed the step below and restarted the OTRS service: http://lists.otrs.org/pipermail/otrs/2010-February/030812.html Error message: "use" not allowed in expression at C:/PROGRA~2/OTRS/OTRS/Kernel/Config.pm line 198, at end of line syntax error at C:/PROGRA~2/OTRS/OTRS/Kernel/Config.pm line 198, near "use strict" BEGIN not safe after errors--compilation aborted at C:/PROGRA~2/OTRS/OTRS/Kernel/Config.pm line 199. Compilation failed in require at C:\PROGRA~2\OTRS\OTRS\bin\otrs.Scheduler4win.pl line 36. BEGIN failed--compilation aborted at C:\PROGRA~2\OTRS\OTRS\bin\otrs.Scheduler4win.pl line 36. The expression not allowed, is the one it been told not be edit: # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# Maybe it doesn't work on my OTRS version or again, I am missing something. Thank you in advance for your help and time. Don't hesitate to contact me p.guilloux(a)uq.edu.au Happy new year :) Regards Pascal

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Customer AutoComplete
by Nick Lapp 01 Jan '13

01 Jan '13

Sorry if this has been answered before, but I've been searching and haven't found anything. Is it possible to make the customer auto complete box on the new ticket pages search by first name, last name, and email address? Right now it is only searching on email address. Thank you! Nick OTRS 3.1.12

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One message from crontab - otrs 3.1.12
by Radek Krejča 01 Jan '13

01 Jan '13

Hello, I got this message: Use of uninitialized value $encstr in substitution (s///) at /usr/local/lib/perl5/site_perl/5.14.2/MIME/Words.pm line 183. Use of uninitialized value $encstr in scalar assignment at /usr/local/lib/perl5/site_perl/5.14.2/MIME/Words.pm line 184. Use of uninitialized value in numeric ge (>=) at /usr/local/lib/perl5/site_perl/5.14.2/MIME/Words.pm line 190. Use of uninitialized value $Subject in substitution (s///) at /usr/local/otrs/Kernel/System/EmailParser.pm line 772. Use of uninitialized value $Subject in numeric gt (>) at /usr/local/otrs/Kernel/System/EmailParser.pm line 773. Use of uninitialized value $Subject in string eq at /usr/local/otrs/Kernel/System/EmailParser.pm line 777. What is problem? Thank you, Radek

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SLA
by Jean BROW 31 Dec '12

31 Dec '12

Dear OTRS team, How can I create an SLA that alert me as admin every time we have an ticket where customer have waited more than x hours for an replay?

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upcoming events in otrs
by ravi shanker 28 Dec '12

28 Dec '12

hi, i'm using otrs 3.1.7.i query i have is ticket placed in pending state will appear in Dashboard->upcoming events. in dashboard it is viewable to only agent who has put in pending status...can we configure it to show it all members of group Ravi Shankar

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