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Queue question
by Reurings, Chris 21 Nov '03

21 Nov '03

Hi OTRS users, We want to use the OTRS for our customer support unit. Several persons are working for that unit, so we use multiple agent accounts for OTRS. The problem is when Agent 1 has processed a ticket and a customer sends a reply to that ticket, the reply message will be stored in the personal message box of Agent 1. So other agents are not able to view an incoming reply of a customer which is processed by Agent 1. What I mean is when Agent 1 is out of office, other agents are not able to view reply messages from customers. So it is possible that a customer has to wait for a week to get a response! That's not acceptable for us and our clients. Is there a way to store reply messages from customers in the related queue (which is viewable for all of our agents) and not in a personal message box? This is in dutch: Zijn er ook Nederlandse gebruikers van het OTRS systeem die mij kunnen helpen met dit probleem? Kind regards, Chris Reurings c.reurings(a)vianova.nl < < <mailto:c.reurings@caesar.nl> mailto:c.reurings@caesar.nl> mailto:c.reurings@caesar.nl <mailto:c.reurings@caesar.nl> > The Netherlands

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New messages and formatting question
by Peter van Rensburg 20 Nov '03

20 Nov '03

Hi, 1. How can I get rid of the new messages in the agent frontend? IE: "[ Ticket#: 2003111410000045 ] New message!" I've already zoomed on the ticket, but the "New message!" stays there. 2. How can I see all comments on a zoomed ticket in the agent frontend at once? I don't want to click on each customer or agent comment, I just want to scroll down and see the comments in chronological order. 3. Why is the CustomerFooter.dtl and CustomerHeader.dtl's contents included in CustomerLogin.dtl instead of a reference? Thanks, Peter

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RE: [otrs] Adding LDAP Customer Info
by Neil Lehouillier 20 Nov '03

20 Nov '03

Thomas, thanks a lot. Everything seems to be working perfectly with the integration into Active Directory. Just a couple of questions.....: 1. With email-address or text that is too large to fit on the Phone View Customer Info side of the screen... is there anyway to get this information to wrap or to setup a web fix so that when you hold the mouse over the information it brings up a little box with the full information(last one difficult I'm pretty sure)? 2. In the Phone view customer info side of the screen I set up a Groups field that shows the users group membership. But it only shows the first one. Is there anyway to get it to show all the groups and to filter out the extraneous information (ie....CN=Accounting,OU=Distribution,OU=Groups,DC=domain,DC=local..... All I want to see is the CN=Accounting). Here is an example of the membership information on one user: memberOf: CN=Audit,OU=Secret,OU=Groups,DC=domain,DC=local memberOf: CN=Snr Accountants,OU=Secret,OU=Groups,DC=domain,DC=local memberOf: CN=Accounting,OU=Distribution,OU=Groups,DC=domain,DC=local memberOf: CN=All Staff,OU=Distribution,OU=Groups,DC=domain,DC=local memberOf: CN=Hornet,OU=Secret,OU=Groups,DC=domain,DC=local memberOf: CN=Accounting,OU=Secret,OU=Groups,DC=domain,DC=local memberOf: CN=Users,CN=Builtin,DC=domain,DC=local Later.... Thanks... Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Thomas Nilsen Sent: Thursday, November 20, 2003 8:36 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Adding LDAP Customer Info Try changing CustomerKey to sAMAccountName. AD doesn't use uid for the useraccounts. Thomas >-----Original Message----- >From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] >Sent: Thursday, November 20, 2003 4:27 PM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] Adding LDAP Customer Info > > >I tried what you said and entered the following into my Config.pm file: > > # customer uniq id > CustomerKey => 'uid', > # customer # > CustomerID => 'mail', > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserPostMasterSearchFields => ['mail'], > CustomerUserNameFields => ['givenname', 'sn'], > Map => [ > # note: Login, Email and CustomerID needed! > # var, frontend, storage, shown, required, storage-type > [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > [ 'UserFirstname', 'Firstname', >'ldap_attr_givenname', 1, 1, 'var' ], > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > [ 'UserPhone', 'Phone', >'ldap_attr_telephoneNumber', 1, 0, 'var' ], > [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], > ], > }; > >When I perform the search I don't see anything more on the screen. > >In the System Log of OTRS it shows this: >Thu Nov 20 08:19:23 2003 error OTRS-CGI-10 Need User or CustomerID! > >Shouldn't it be able to grab the customer id from the >CustomerID => 'mail' field? > >Later.... > > >Thanks for the help..... > >Neil > > > > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >Behalf Of Martin Edenhofer >Sent: Wednesday, November 19, 2003 3:42 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] Adding LDAP Customer Info > > >Hi Neil, > >On Wed, Nov 19, 2003 at 09:39:17AM -0700, Neil Lehouillier wrote: >> thanks for responding so quickly. This config allows me to >search by >> user id which is something I was looking for but it still doesn't >> answer my first two questions. What I want is to include more >> information for teh tech guys in the ticket view. When I click on >> phone view and then enter a user name I want otrs to display >the user >> information such as Full Name, Phone #, Email Address, and Office >> number(all of which is entered in Active Directory) on >either the side >> of the screen where it says Customer Info or within the first couple >> of lines of the text of the ticket. Is this possible? > >Yes, you can do this. Add more to the Map of the CustomerUser config >option: > > $Self->{CustomerUser} = { > [...] > Map => [ > # note: Login, Email and CustomerID needed! > # var, frontend, storage, shown, required, storage-type > [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > [ 'UserHost', 'Host', 'ldap_attr_host', 1, 0, 'var' ], > [ 'UserIP', 'Host IP', 'ldap_attr_host_ip', 1, 0, 'var' ], > [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], > [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], > [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], > ], > }; > > >> Neil > > Martin > >-- >((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support oder Consulting für Ihr OTRS System? >=> http://www.otrs.de/ _______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support oder Consulting für Ihr OTRS System? >=http://www.otrs.de/ > DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? =http://www.otrs.de/

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Upgrade from OTRS 0.5 beta 8 to OTRS 1.1.3
by Diego Fernandez 20 Nov '03

20 Nov '03

Hi Martin, (I searched the list but i didn't find exactly this) I've installed OTRS 0.5 beta 8 and I want to upgrade to OTRS 1.1.3. Is there any way to upgrade directly from 0.5 beta8 to 1.1.3, without passing through 1.0.1 ? Do you have any script that do this? If not, can you make one? Operating System: Linux Red Hat 7.3 OTRS: 0.5 Beta8 apache-1.3.27-3 mysql-3.23.49-3 perl-5.6.1-34.99.6 thanks. Diego Fernández Servicios Profesionales http://openware.biz eMail: dfernandez(a)openware.biz

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RE: [otrs] Adding LDAP Customer Info
by Thomas Nilsen 20 Nov '03

20 Nov '03

Try changing CustomerKey to sAMAccountName. AD doesn't use uid for the useraccounts. Thomas >-----Original Message----- >From: Neil Lehouillier [mailto:NLehouillier@comptonpetroleum.com] >Sent: Thursday, November 20, 2003 4:27 PM >To: User questions and discussions about OTRS. >Subject: RE: [otrs] Adding LDAP Customer Info > > >I tried what you said and entered the following into my Config.pm file: > > # customer uniq id > CustomerKey => 'uid', > # customer # > CustomerID => 'mail', > CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], > CustomerUserPostMasterSearchFields => ['mail'], > CustomerUserNameFields => ['givenname', 'sn'], > Map => [ > # note: Login, Email and CustomerID needed! > # var, frontend, storage, shown, required, storage-type > [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > [ 'UserFirstname', 'Firstname', >'ldap_attr_givenname', 1, 1, 'var' ], > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > [ 'UserPhone', 'Phone', >'ldap_attr_telephoneNumber', 1, 0, 'var' ], > [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], > ], > }; > >When I perform the search I don't see anything more on the screen. > >In the System Log of OTRS it shows this: >Thu Nov 20 08:19:23 2003 error OTRS-CGI-10 Need User or CustomerID! > >Shouldn't it be able to grab the customer id from the >CustomerID => 'mail' field? > >Later.... > > >Thanks for the help..... > >Neil > > > > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >Behalf Of Martin Edenhofer >Sent: Wednesday, November 19, 2003 3:42 PM >To: User questions and discussions about OTRS. >Subject: Re: [otrs] Adding LDAP Customer Info > > >Hi Neil, > >On Wed, Nov 19, 2003 at 09:39:17AM -0700, Neil Lehouillier wrote: >> thanks for responding so quickly. This config allows me to >search by >> user id which is something I was looking for but it still doesn't >> answer my first two questions. What I want is to include more >> information for teh tech guys in the ticket view. When I click on >> phone view and then enter a user name I want otrs to display >the user >> information such as Full Name, Phone #, Email Address, and Office >> number(all of which is entered in Active Directory) on >either the side >> of the screen where it says Customer Info or within the first couple >> of lines of the text of the ticket. Is this possible? > >Yes, you can do this. Add more to the Map of the CustomerUser config >option: > > $Self->{CustomerUser} = { > [...] > Map => [ > # note: Login, Email and CustomerID needed! > # var, frontend, storage, shown, required, storage-type > [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], > [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], > [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], > [ 'UserHost', 'Host', 'ldap_attr_host', 1, 0, 'var' ], > [ 'UserIP', 'Host IP', 'ldap_attr_host_ip', 1, 0, 'var' ], > [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], > [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], > [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], > [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], > ], > }; > > >> Neil > > Martin > >-- >((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support oder Consulting für Ihr OTRS System? >=> http://www.otrs.de/ >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support oder Consulting für Ihr OTRS System? >=http://www.otrs.de/ > DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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otrs4win32-1.1.3-beta4.exe released
by Robert Kehl 20 Nov '03

20 Nov '03

Today we present to you the second public beta of the OTRS for Windows32 Installer: otrs4win32-1.1.3-beta4.exe (39 MB) ftp://ftp.gwdg.de/pub/misc/otrs/misc/win32/otrs4win32-1.1.3-beta4.exe MD5: 84194f6e91e377712fd0bfdb95e74b0b This new beta-release comes with a lot of bug fixes and improvements, among which there is an easy service management for Apache, MySQL and CRONw. We now provide a much more comprehensive and convenient uninstaller/maintenance part. Please note that at the moment the installer does a few checks only for already installed components. The INSTALL document can be found at http://doc.otrs.org/cvs/html/install-win32.html Please be so kind to direct all questions and answers to this mailing list. You are encouraged to file reports on bugs (if you found some) via http://bugs.otrs.org/ We would very much like to hear from your experiences with this software. Thank you for your help! With highest regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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RE: [otrs] Adding LDAP Customer Info
by Neil Lehouillier 20 Nov '03

20 Nov '03

I tried what you said and entered the following into my Config.pm file: # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'ldap_attr_givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'ldap_attr_telephoneNumber', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; When I perform the search I don't see anything more on the screen. In the System Log of OTRS it shows this: Thu Nov 20 08:19:23 2003 error OTRS-CGI-10 Need User or CustomerID! Shouldn't it be able to grab the customer id from the CustomerID => 'mail' field? Later.... Thanks for the help..... Neil -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Wednesday, November 19, 2003 3:42 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Adding LDAP Customer Info Hi Neil, On Wed, Nov 19, 2003 at 09:39:17AM -0700, Neil Lehouillier wrote: > thanks for responding so quickly. This config allows me to search by > user id which is something I was looking for but it still doesn't > answer my first two questions. What I want is to include more > information for teh tech guys in the ticket view. When I click on > phone view and then enter a user name I want otrs to display the user > information such as Full Name, Phone #, Email Address, and Office > number(all of which is entered in Active Directory) on either the side > of the screen where it says Customer Info or within the first couple > of lines of the text of the ticket. Is this possible? Yes, you can do this. Add more to the Map of the CustomerUser config option: $Self->{CustomerUser} = { [...] Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], [ 'UserHost', 'Host', 'ldap_attr_host', 1, 0, 'var' ], [ 'UserIP', 'Host IP', 'ldap_attr_host_ip', 1, 0, 'var' ], [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], [ 'UserXxxx', 'Xxxx', 'ldap_attr_xxxx', 1, 0, 'var' ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; > Neil Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Feature enquiry
by Jon Grov 20 Nov '03

20 Nov '03

Dear Sirs, We're currently evaluating OTRS for use in a fairly complex ticket-handling environment (thanks to all developers for an excellent system). For this project to succeed, we need the following features which currently does not seem to be supported by OTRS. - Relationships between tickets (e.g. "dependencies" - that ticket A depends on ticket B to be resolved). - The opportunity to associate keywords/metadata with tickets (this would of course also affect the search-interface). - Web-interface for updating an LDAP-server. We plan to integrate this with OpenLDAP, and we need to associate individual customers with organizations. - Of lesser importance is the possibility to associate several attachments to tickets and responses in the web-interface - is this as trivial as we hope? Is anyone already working on this, or has anyone good third-party products to recommend (this is probably most relevant for the LDAP-interface)? We're on a fairly tight schedule, and if necessary, we're willing to do most of the work, but I'd be very happy to receive guidance in the process - especially since it's important to us that our enhancements could be inserted back into the OTRS-core. -- Best regards Jon Grov, Linpro as

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Can only login on localhost, via web won't work.
by GLASHEEN,JOHN D 20 Nov '03

20 Nov '03

I have a new Redhat 9 server with pretty much default settings, fully updated as far as Redhat is concerned, but Apache, Perl, etc are the versions that came with the Redhat ISO (I haven't figured out how to yet) All seems swell when I login at http://localhost/otrs/index.pl, but I can't login with any username via the web (not local host). I can see the login page, but there's also the following accross the bottom: ******* Forbidden You don't have permission to access /otrs/ on this server. Additionally, a 403 Forbidden error was encountered while trying to use an ErrorDocument to handle the request. Apache/2.0.40 Server at rivers Port 80 ***** Any ideas? I assume that it's a permissions thing. Thanks, John -- GLASHEEN,JOHN D

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RE: New Message Age
by Charles R. "Rusty" Thompson 20 Nov '03

20 Nov '03

>>We have a problem with the personal queue views. When it says 'New Message!' in red or whatever, we need it to also state the age or at least the date/timestamp of that new message. I know.. it's our techs own fault for not posting a note to clear the new message deal but we'd really like to see the age of the emails in the list view.<< I got it! Hacked one of the PM's to use Time::Local and grabbed the date from the Article then did a little quick math and ran it through the customerage function. They are happy now. Whew!

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