- otrs - OTRS mailing lists

Regarding Questions of OTRS
by Richa Awasthi 27 Nov '12

27 Nov '12

want to enable debug mode in OTRS logs -- Thanks And Regards : Richa Awasthi

1 0

Multiple client's email
by Hugo Ferreira 26 Nov '12

26 Nov '12

Hello Is it possible to run the auto complete in To: field for more than one email address? It means, if i start writing a client email, i get the autocomplete, but if I put a second one, separated by comma or ; , it does not recognize the second email. Is this possible? Regards -- Hugo Ferreira Este email não foi escrito ao abrigo do novo Acordo Ortográfico.

3 2

customer backend unique customer_d
by Neil Simpson 23 Nov '12

23 Nov '12

Hi, i think im missing a minor thing but can't find solution. I have a postgresql 8.1.23 DB and otrs 3.1.6. The customer db is currently blank, when i go to add a customer to it via otrs gui i would like the customer_id to be an auto-number but i dont see how to do that. likely some DB magic but im not a dba and little experience in postgres. I can currently add any number to that field. to be clear, what i would like: i enter customer A and he gets customer id number 00001, i enter customer B and he gets number 00002 and so on. Auto number that can't be tampered with from gui, only directly in DB. thank you for any insight. Neil

2 1

Statistics
by Jean BROW 23 Nov '12

23 Nov '12

Hi everyone, OTRS have a good web interface for Statistics. I need this data in to an existing reporting tool we have and I wonder if OTRS do have any API so I automatically can pull out this data? Thanks in advance.

2 1

Answer-Draft with CC-Recipient
by S.Krueger＠aswo.com 22 Nov '12

22 Nov '12

Hi ! I want to create a responce-draft where the field "CC-recipient" is filled automatically with a certain email-address. Is that possible ? We´re using the otrs version 3.1.11 Every tipp is welcome :-) Best regards, Stefanie Krüger

2 1

Can caching be disabled for static stats?
by Bogdan Iosif 16 Nov '12

16 Nov '12

Hi, I'm figuring out static stats by tinkering with code in StateAction.pm. Problem is, to see any change in action I first need to run otrs.DeleteCache.pl and then restart Apache (don't know if they both are required but it's a way I found to be working so I'm sticking with it for now) OTRS's manual says caching can be disable but I haven't figured out how to do it or - important - if it can be done just for static stats. http://doc.otrs.org/3.1/en/html/stats-managing-the-stats-module-by-the-sysa… Beside wishing this for development, having caching disabled in production - just for static stats - would be highly desirable in my situation. Can anyone help with indications on how to disable caching? Thanks, Bogdan

2 7

TicketAcl, UserCustomerID argument limit
by Isaac Gonzalez 15 Nov '12

15 Nov '12

Hi I am using the Ticket ACL here: http://doc.otrs.org/3.1/en/html/ch18s03.html to limit which queues certain customers can see by checking their customer id. This works nicely, but now I want to add a lot more customer id values.... Does the UserCustomerID Parameter below have any limitation in the values you can pass to it? I was hoping to list around 50-100 customer id's without hindering performance. These customerid's are pulled from Active Directory by the way. See below example of my config. Example of my config: $Self->{TicketAcl}->{'Limit queue selection for customers'} = { # match properties Properties => { # current action match properties CustomerUser => { UserCustomerID => ['value1','value2','value3'....'valuen'], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Queue => ['queue1','queue2 '], }, }, }; Thanks, Isaac

3 6

After upgrading from 2.4.10 to 3.1.11
by Phillip Lynn 14 Nov '12

14 Nov '12

Hi, After upgrading from 2.4.10 --> 3.0.13 --> 3.1.11 there is an issue with on our system. When a ticket is selected and you attempt to paste info into the note, you can not change the font or size of the pasted text. You can make the change and type in the text and it works. Has anyone seen this problem, or do you know where I can add the functionality? We were able to do this on the old 2.4.10 system. Thanks, Phillip Lynn -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

1 0

Kerberos and LDAP Authentication
by Juan Manuel Clavero Almirón 14 Nov '12

14 Nov '12

Hi all, our company network offers Domain (Kerberos) and LDAP authentification. Since the beginning of the OTRS project, we've been using LDAP Auth, but people in Domain would like to enable Kerberos Auth in OTRS. I've succesfully enabled Kerberos in Apache and AuthModule = 'Kernel::System::Auth::HTTPBasicAuth', but now people not in domain are not able to login. I've tried with 2 AuthModules ($Self->{AuthModule1} = 'Kernel::System::Auth::HTTPBasicAuth' and $Self->{AuthModule2} = 'Kernel::System::Auth::LDAP'), but OTRS never gets to the LDAP Auth Has anyone tried such a configuration? Anyone has a hint? Kind regards, Juan Clavero

3 6

Adding links using the SOAP interface
by cyrille.bollu＠belnet.be 14 Nov '12

14 Nov '12

Hi all, I’ve find here http://lists.otrs.org/pipermail/otrs/2009-October/028972.html <http://lists.otrs.org/pipermail/otrs/2009-October/028972.html> a way to add links using the SOAP API. However, this is not documented in OTRS’ admin manual. And, looking at the code, I don’t see anything related to links in the “GenericInterface/Operation” folder: support@otrs:/opt/otrs/Kernel$ ls -l GenericInterface/Operation total 24 -rw-rw-r-- 1 otrs www-data 9087 Jan 26 2012 Common.pm drwxrwxr-x 2 otrs www-data 4096 Aug 28 09:48 Session drwxrwxr-x 2 otrs www-data 4096 Aug 28 09:48 Test drwxrwxr-x 2 otrs www-data 4096 Aug 28 09:48 Ticket support@otrs:/opt/otrs/Kernel$ So, I’m wondering if this is something really supported (by OTRS AG). Does anyone here knows? Regards, Cyrille

2 3