- otrs - OTRS mailing lists

Backup Types
by Pedro Lobo 17 Jul '17

17 Jul '17

Hi, Could someone be so kind as to explain what the 3 backup types do. `-t fullbackup` and `-t dbonly` are pretty obvious, but `-t nofullbackup` isn't clear to me. Will this perform incremental backup and if so, of the DB, App, what? Thanks in advance, Pedro

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Ticket Notification Wildcard Filter
by Nick Lapp, CGEIT 14 Jul '17

14 Jul '17

I'm using OTRS 5.0.19 and would like to set up a ticket notification email that goes out when a new ticket is created where the CustomerID on the ticket starts with "STU-MCSD-". I've tried using the wildcard STU-MCSD-* just like I'm using in the generic agent but it doesn't seem to be working. Does the ticket filter in ticket notification management accept wildcards? I've also tried a regular expression which didn't work either. Is the another way to accomplish this? Nick

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Global Saved Search Profile
by Pedro Lobo 13 Jul '17

13 Jul '17

Hi, I've created a few saved search profiles in OTRS (namely for tickets). I then shared these profile links with other users, but when then access the link, the search filters are empty or not selected. Is there a way of generating a global search profile? I want all agents to have access to the same search profiles. Cheers, Pedro

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file error - MetaFloater.tt: not found
by Mario Castillo 13 Jul '17

13 Jul '17

Hi, After I upgrade ITSM 5.0.16 to 5.0.20, all ticket can not open. It annouced : "file error - MetaFloater.tt: not found" Anyone know how to fix it? Regard´s Mario Castillo

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Re: [otrs] otrs Digest, Vol 105, Issue 11
by renu kadian 13 Jul '17

13 Jul '17

Hi, Can anybody help me ... On Sat, Jun 24, 2017 at 3:18 PM, <otrs-request(a)lists.otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)lists.otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/mailman/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)lists.otrs.org > > You can reach the person managing the list at > otrs-owner(a)lists.otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Re: [OTRS]First Response Time (renu kadian) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 24 Jun 2017 15:18:06 +0530 > From: renu kadian <renupranjil(a)gmail.com> > To: otrs(a)lists.otrs.org > Subject: Re: [otrs] [OTRS]First Response Time > Message-ID: > <CAAzf20tSaE11Ezc7TK1qZsaz7kCUHGjWYpKOLxky2pKzG_a54Q@mail. > gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hi > > > Any one help me its an urgent ..... > > On Sat, Jun 24, 2017 at 2:22 PM, renu kadian <renupranjil(a)gmail.com> > wrote: > > > Hi > > > > > > when I have show ticket status view here two fields available First > > Response Time & Solution Time but it will not shows correct time. > > > > > > ? > > -- > > Renu Kadian : > > 9711493800 > > > > > > -- > Renu Kadian : > 9711493800 >

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Re: [otrs] undo ticket merge?
by LQ Marshall 12 Jul '17

12 Jul '17

Possible but requires direct DB edits which is certainly not recommended. (Backup backup and backup the backup) L.Q.MOne's strength is only determined when the challenge seems overwhelming. null

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undo ticket merge?
by Susan Dittmar 12 Jul '17

12 Jul '17

Hi, is it possible to undo a ticket merge? Our agents occassionally err on which tickets to merge. Thanks for any hints, Susan Dittmar

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Reading Ticket Number from Email Body
by Parag Bhalerao 01 Jul '17

01 Jul '17

Hello, I have a customer who sends ticket number in email body in pre-defined format. I see that OTRS can read ticket numbers form email body (ref: http://doc.otrs.com/doc/manual/admin/6.0/en/html/ConfigReference_Section_Co…) but I am not sure where I can specify format of the ticket number. The format of ticket number in email body is {CMI: MCID089682} · Will it always be enclosed in pair of {} · Will it always start with CMI: · Will ticket number always be MCID followed by exactly 6 digits Appreciate your help. GoodWills Parag Bhalerao

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[OTRS]First Response Time
by renu kadian 01 Jul '17

01 Jul '17

Hi when I have show ticket status view here two fields available First Response Time & Solution Time but it will not shows correct time. -- Renu Kadian : 9711493800

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Another painful LDAPS problem
by Evan Spangler 01 Jul '17

01 Jul '17

Hi all, I've been trying to set up a LDAPS backend for customer auth, but haven't had much luck. I had a working setup with our old domain using plaintext ldap, but new requirements are forcing us to go with LDAPS. The customer list in the Customer Admin section populates correctly, but trying to log in results in "OTRS-CGI-10[1239]: [Error][Kernel::System::User::UserLookup][Line:922]: No UserID found for 'Test.User'!" Running "openssl s_client -connect" results in success but does throw this warning "Verify return code: 21 (unable to verify the first certificate)". All certs are selfsigned, and AD is run on a Win2012 DC. Agents are using the local database. I've tried the Config.pm parameters a few different ways (including versions from OTRS 3 and 4 documentation) with the same results. I've repeated the ldaps://:port in the host directive and in net:ldap parameters, but have tried both independently with the same results. I'm on OTRS 5.0.7 installed via the built-in Ubuntu repositories. I can also install manually if you guys think that might help. $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldaps://domaincontroller.fqdn.com:636'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=xxxx,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'service_acct(a)domain.com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxx'; '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(objectclass=user)'; $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 636, timeout => 120, async => 0, version => 3, scheme => 'ldaps', onerror => 'warn', verify => 'none', scope => 'subtree', }; # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Data Source', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'ldaps://domaincontroller.fqdn.com:636', # ldap base dn BaseDN => 'dc=xxxx,dc=com', # search scope (one|sub) SSCOPE => 'sub', # The following is valid but would only be necessary if the # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'service_acct(a)domain.com', UserPw => 'xxx', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=user)', # if the charset of your ldap server is iso-8859-1, use this: # SourceCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 636, timeout => 120, async => 0, version => 3, scheme => 'ldaps', onerror => 'warn', verify => 'none', scope => 'subtree', }, }, # customer unique id CustomerKey => 'sAMaccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target, link class(es) [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Let me know if you need any other files or info, and thanks a million!!! -- --- Evan Spangler Systems Administrator TEK Fusion Global, Inc This e-mail may contain confidential or privileged information. This communication and any attached documents may also contain data subject to the International Traffic in Arms Regulations or U.S. Export Administration Regulations and cannot be disseminated, distributed or copied to foreign nationals, residing in the U.S. or abroad, without the prior approval of the U.S. Department of State or appropriate export licensing authority. If you are not the intended recipient, please notify the sender immediately by return e-mail with a copy to: IT(a)tekfusioninc.com and delete this e-mail and all copies and attachments. Opinions, conclusions and other information in this message that do not relate to the official business of Tek Fusion Global, Inc., shall be understood as neither given nor endorsed by it.

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