- otrs - OTRS mailing lists

RE: [otrs] Owner and locking
by Ron Shannon 06 Oct '03

06 Oct '03

You can turn off ticket locking from within the Admin Area, Queues, select your queue, then Change, then set " Unlock timeout (minutes):" value to "0", then click "Update Queue" -----Original Message----- From: Drnak Marek [mailto:marek.drnak@metro.sk] Sent: Fri 10/3/2003 9:21 AM To: 'User questions and discussions about OTRS.' Cc: Subject: [otrs] Owner and locking Hello all, we do not want to use the feature of locking and ownership of the ticket, because we are tracking the ticket from one queue to another queue to next agent and if first agent i.e. changed priority, the second agent must first take ownership and after that he can close. I would like to either not to have owner and locking or change of owner with moving to another queue. Does anyone know? Thanks Marek

2 2

RE: [otrs] Remove Time Units box
by Dennis.Buehring＠net-and-works.de 06 Oct '03

06 Oct '03

I removed some lines from the following files : AgentPhone.dtl AgentNote.dtl AgentPhoneNew.dtl AgentCompose.dtl AgentForward.dtl AgentZoomStatus.dtl The lines are : <tr> <td>$Text{"Time units"}$Text{"$Config{"TimeUnits"}"}:</td> <td><input type="text" name="TimeUnits" value="$Data{"TimeUnits"}" size ="3"></td> </tr> mfg Dennis

2 1

RE: [otrs] Customers and AD LDAP + general authentication
by Thomas Nilsen 06 Oct '03

06 Oct '03

I've got authentication with AD LDAP working, as well as better filtering of customers when using AD LDAP. If someone else want's to do the same (get rid of machine accounts and groups from the customer list), add the following changes to Kernel/System/CustomerUser/LDAP.pm Line 39 (to increase search limit from 200 to a higher value. The bigger your LDAP tree is (amount of objects), the higher value you need. We have about 500 user accounts.): Change from: $Self->{UserSearchListLimit} = 200; to: $Self->{UserSearchListLimit} = 4000; Line 124 (New Ticket -> Customer Search): Change line 124 to $Filter = '(&(sAMAccountType=805306368)(|'; and line 128 to $Filter .= '))'; Line 186 (Customers view from the AdminArea to only show actual user accounts): Change to: filter => "(&(sAMAccountType=805306368)($Self->{CustomerKey}=*))", There might be a better way to configure the LDAP interface to include the sAMAccountType.. in the Config.pm file, but I couldn't find any obvious ways of doing it. So now we are on the right track to get OTRS implemented... Regards, Thomas >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of >Chris Salter >Sent: Friday, October 03, 2003 6:18 PM >To: 'User questions and discussions about OTRS.' >Subject: RE: [otrs] Customers and AD LDAP + general authentication > > >Hi Thomas, > >Regarding LDAP integration, there are some LDAP authentication >modules for both agent and customer. There's a section of the >manual that deals with setting up customer info, and gives >info for both the DB setup and for LDAP setup. See: > >http://doc.otrs.org/1.1/html/customer.html > >In my Defaults.pm file in the Config directory (OTRS 1.1.3), I >also found a bunch of customer authentication setting options >using LDAP starting at line 1335. > >I hope this helps! > >-- >Chris Salter > > > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of >Thomas Nilsen >Sent: October 3, 2003 10:53 AM >To: otrs(a)otrs.org >Subject: [otrs] Customers and AD LDAP + general authentication > > >Hi, > >We are currently looking at using OTRS to handle our IT dept >support desk. However, we have a couple of issues, all >relating to Windows Active Directory integration. ORTS is >installed on a Linux box. > > >* The customer LDAP integration: >Is it possible to filter on the LDAP query? The default >customer LDAP query brings back users, groups and computer >accounts, and all we need is the user accounts. Is it possible >to include a filter in this function which only looks up the >user values if let's say "sAMAccountType=805306368"? > > >* Agent/Customer Login authentication: >Have anyone integrated the login screens for agent and >Customers with normal Apache HTTP AUTH type authentication? We >are using NTLM via the perl module Authen::NTLM for apache. >With this we can authenticate seamless for all IE users. It >would be extremely nice to be able to use this function with >OTRS as well. Since OTRS is written in Perl it ought to be >possible to do this, but I'm not very good with perl coding >yet... The other option would be to use cookie authentication >from a trusted SSO system like WebAuth http://webauthv3.stanford.edu/. > > >* Customers import from Active Directory: >As the customer must exist in the OTRS database, have anyone >written any synchronisation scripts to update ORTS with data >directly from Active Directory (or any other LDAP database) on >a daily basis? If not, is it enough to populate the >customer_user table, or are there other tables that needs to >be updated at the same time when inserting a new customer from >the "back side"? > > >Regards, >Thomas Nilsen >Svg Support >Tel: +47 51 81 01 30 - Mob: +47 916 98 229 > > > >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? > 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.

1 0

Agents Leaving
by Erik Mathis - ATL Dunwoody Staff 03 Oct '03

03 Oct '03

I was wondering, if either a feature, or hack could be provided that when a Agent leaves the company, all of their the unresolved tickets can be unlocked and moved to a temp queue with no owner assigned, basically like a new ticket? Thank You. Erik Mathis AIU Dunwoody Network Administrator

3 4

Owner and locking
by Drnak Marek 03 Oct '03

03 Oct '03

Hello all, we do not want to use the feature of locking and ownership of the ticket, because we are tracking the ticket from one queue to another queue to next agent and if first agent i.e. changed priority, the second agent must first take ownership and after that he can close. I would like to either not to have owner and locking or change of owner with moving to another queue. Does anyone know? Thanks Marek

1 0

Remove Time Units box
by Wes Plate 03 Oct '03

03 Oct '03

I would like to remove the Time Units area near the bottom of the compose message page, how can I do that? In what page do I comment out that code? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

1 0

RE: [otrs] reports
by Covert, Jake 01 Oct '03

01 Oct '03

My boss too wants some reports. Does anyone know of any way to dump the database to an excel spreadsheet or some other format that I could pull out some kind of data from? ========================== (Tickets per Queue, per month) (Time it took to respond to tickets, and time to close 'em) (How much time are technicians taking on things, etc....) ========================== Jake Covert www.jakecovert.com -----Original Message----- From: Moshe Livne (Leibovitch) [mailto:moshe@softlink.com] Sent: Wednesday, October 01, 2003 11:58 AM To: 'otrs(a)otrs.org' Subject: [otrs] reports Hi, Is there a way to give the customer a monthly (yearly) report or the tickets he opened from the client web interface? If now, is there a way of doing it on scheduled basis on the server? Regards, Moshe (OTRS is working great!) _______________________________________________ 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/

4 3

reports
by Moshe Livne (Leibovitch) 01 Oct '03

01 Oct '03

Hi, Is there a way to give the customer a monthly (yearly) report or the tickets he opened from the client web interface? If now, is there a way of doing it on scheduled basis on the server? Regards, Moshe (OTRS is working great!)

2 1

Feature request: proposal for OTRS extension
by Gerold Gruber 30 Sep '03

30 Sep '03

Dear community, in the appendix you can find a draft of a group of people for an extension to the OTRS system (currently only available in German, on demand we could try to create an English version within one week). If there are any comments about this draft: please discuss them here on the list. Our goal is to coordinate our activity with the OTRS community, but also to have at least a beta for our own needs 'til the end of October (of this year ;-). So we will be happy about any feedback within the next seven days. It will then depend on the feedback, if we open a wider discussion or start the implementation. Regards Paul (aka Gerold Gruber)

1 0

AW: AW: [otrs] Time Tracking more
by Matthias Wegner 29 Sep '03

29 Sep '03

Hi Jerome, for agent specific accounting just summarize all entries with the same "Create by", and select the Days you want to see. SELECT create_by, sum( time_unit ) FROM time_accounting WHERE ( time_accounting.create_time > '01.09.2003' ) AND ( time_accounting.create_time < '30.09.2003' ) ORDER BY create_by GROUP BY create_by For Queue specifig accouting have to join the Ticket Table and group by the queue_id. Greetings Matthias

1 0