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[Ticket #607] Prevent User ID 1 / root from Owning tickets
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:49 pm, hugh.kelley(a)gmail.com wrote: I like postmaster-based assignment of customers described earlier. I may try to implement that too, but my issue is with ownership. One of my coworkers made the excellent point that this auto-assigning method will break down as soon as an agent goes on vacation (assuming the postmaster logic doesn't look at the out of office status). Instead, I just wrote a SOAP based tool that looks for tickets with user ID 1 as the owner. If the ticket has an agent-created article (other than agent #1), the last person to contribute becomes the owner (presumably we'll catch it before he/she goes on holiday). Considering the very small number of tickets where this occurs I'll be fine with that approach. Thanks again for all of the discussion. Hugh ==Ticket History== On Jul 02, 2011 @ 02:49 pm, nils.leideck(a)leidex.net wrote: A standard function of emailing is the redirect function. In Outlook this is called “Send again”. In OTRS this function is called “Bounce” I don’t like both terminologies tbh. but this is another discussion :-) If you use this function, then the Email to OTRS is still send “From” the original customer. But, both methods don’t solve your request - root@localhost will still be set as the owner. I think, a working solution would be to extend the PostMaster Filter to be able to assign Agent, Responsible and Watcher by using X-Headers. This way you could match for mail from and rcpt to and other headers to fetch the new sender (the Agent), without loosing the information of customer details. However, this would require a bit of development. If you wan to get this supported I recommend to contact enjoy(a)otrs.com. Or you can create a new entry on http://otrsteam.ideascale.com first to see if other people would like to have the same function. Community development not excluded :-) ------ On Jul 02, 2011 @ 02:48 pm, crythias(a)gmail.com wrote: If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body. #customer customeremail(a)domain.tld The postmaster filter gets it then the ticket gets created and assigned to the customer. http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webfo… Agents who would be assigned to the Queue in his "My Queues" and have the notification enabled gets a chance to grab the ticket, lock it, respond, close... ------ On Jul 02, 2011 @ 02:48 pm, michiel.beijen(a)otrs.com wrote: I'm a bit at loss here, what is it exactly that you propose? -- Mike ------ On Jul 02, 2011 @ 02:46 pm, hugh.kelley(a)gmail.com wrote: I agree about that goal. However, at least in my organization, there are a few users who hesitate to use the support system at all - they just email agents directly. Then, as you well know, it is impossible for anyone else in the team to participate in the support. I thought this might be a way to encourage those users to do (from my perspective) the right thing. Hugh ------ On Jul 02, 2011 @ 02:46 pm, michiel.beijen(a)otrs.com wrote: Actually, there was a design reason behind it; it's that we think it's bad practice to assign tickets to a named user; you should rather assign it to a single group. That said, there probably can be use cases for not having this restriction. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/ ------ On Jul 02, 2011 @ 02:45 pm, hugh.kelley(a)gmail.com wrote: So far that seems like the best approach. I'll perform a ticket search for all tickets owned by 1 and with a (human) agent-created article. The last agent to contribute will probably become the lucky owner. It seems that the ACL and Generic Agents can't search/filter by owner ID. Out of curiosity, is there some design reason behind that? Hugh On Mon, Oct 4, 2010 at 8:13 AM, Nils Leideck - ITSM <nils.leideck(a)leidex.net > wrote: > Hi, > > Unfortunately this can’t be searched by OTRS directly. > > You could write a simple SOAP script for that, which you could then execute > by Cron or the GenericAgent. > The SOAP script can also assign a new user if wanted. > > The logic is then up to you or actually up to the script writer ;-) > > > On 04.10.2010, at 23:02, Hugh Kelley wrote: > > > That's an interesting idea. Unfortunately, I'm not sure the postmaster > > can determine programatically who the owner should be. > > > > Is there any way to edit the "before closing" validation so that I > > could check there > > > > (owner ID != 1)? > > > > Hugh > > > > On 10/2/10, Nils Leideck - ITSM <nils.leideck(a)leidex.net> wrote: > >> Hi, > >> > >> You could use the GenericAgent to change the owner. > >> > >> On 02.10.2010, at 02:19, Hugh Kelley wrote: > >> > >>> We have a relatively "open" permission model for our tickets. Most > agents > >>> can add notes or replies without owning the ticket. As a result, some > >>> tickets go all the way to resolution without having the ID changed. > >>> > >>> This means that some get closed with the root user (#1) as the owner. > Is > >>> there a way to force this ID to be changed to a "valid" user within the > >>> UI? > >> > >> Freundliche Grüße / Kind regards > >> > >> Nils Leideck > >> > >> -- > >> Nils Leideck > >> Senior Consultant > >> > >> nils.leideck(a)leidex.net > >> nils.leideck(a)otrs.com > >> > >> http://webint.cryptonode.de / a Fractal project > >> > >> > >> > >> > > --------------------------------------------------------------------- > > 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 > > Freundliche Grüße / Kind regards > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leideck(a)leidex.net > nils.leideck(a)otrs.com > > http://webint.cryptonode.de / a Fractal project > > > > --------------------------------------------------------------------- > 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 > ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/607

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[Ticket #665] Setting freetext fields via Postmaster filter
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:49 pm, w.fuertbauer(a)asamer.at wrote: Dear collegues, I want to set freetext fields via Postmaster filter - is this possible? BR Wolfgang Fürtbauer Leitung IT ASAMER Holding AG Unterthalham Strasse 2 4694 Ohlsdorf AUSTRIA tel +43 50 799 - 2500 fax +43 7612 799 - 9526 mobile +43 664 8332326 w.fuertbauer(a)asamer.at www.asamer.at This message is confidential. It may not be disclosed to, or used by, anyone other than the addressee. If you receive this message by mistake, please advise the sender. ==Ticket History== On Jul 02, 2011 @ 02:49 pm, w.fuertbauer(a)asamer.at wrote: Attachment: ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/665

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[Ticket #607] Prevent User ID 1 / root from Owning tickets
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:48 pm, crythias(a)gmail.com wrote: If a user had sent me a ticket-worthy request, I'd forward the email to the ticket email with my code word in the body. #customer customeremail(a)domain.tld The postmaster filter gets it then the ticket gets created and assigned to the customer. http://wiki.otrs.org/index.php?title=Create_a_ticket_in_OTRS_from_any_webfo… Agents who would be assigned to the Queue in his "My Queues" and have the notification enabled gets a chance to grab the ticket, lock it, respond, close... ==Ticket History== On Jul 02, 2011 @ 02:48 pm, michiel.beijen(a)otrs.com wrote: I'm a bit at loss here, what is it exactly that you propose? -- Mike ------ On Jul 02, 2011 @ 02:46 pm, hugh.kelley(a)gmail.com wrote: I agree about that goal. However, at least in my organization, there are a few users who hesitate to use the support system at all - they just email agents directly. Then, as you well know, it is impossible for anyone else in the team to participate in the support. I thought this might be a way to encourage those users to do (from my perspective) the right thing. Hugh ------ On Jul 02, 2011 @ 02:46 pm, michiel.beijen(a)otrs.com wrote: Actually, there was a design reason behind it; it's that we think it's bad practice to assign tickets to a named user; you should rather assign it to a single group. That said, there probably can be use cases for not having this restriction. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com True Ownership and Control of Your Data: Free 30-day Trial for OTRS OnDemand: http://www.otrsondemand.com/ ------ On Jul 02, 2011 @ 02:45 pm, hugh.kelley(a)gmail.com wrote: So far that seems like the best approach. I'll perform a ticket search for all tickets owned by 1 and with a (human) agent-created article. The last agent to contribute will probably become the lucky owner. It seems that the ACL and Generic Agents can't search/filter by owner ID. Out of curiosity, is there some design reason behind that? Hugh On Mon, Oct 4, 2010 at 8:13 AM, Nils Leideck - ITSM <nils.leideck(a)leidex.net > wrote: > Hi, > > Unfortunately this can’t be searched by OTRS directly. > > You could write a simple SOAP script for that, which you could then execute > by Cron or the GenericAgent. > The SOAP script can also assign a new user if wanted. > > The logic is then up to you or actually up to the script writer ;-) > > > On 04.10.2010, at 23:02, Hugh Kelley wrote: > > > That's an interesting idea. Unfortunately, I'm not sure the postmaster > > can determine programatically who the owner should be. > > > > Is there any way to edit the "before closing" validation so that I > > could check there > > > > (owner ID != 1)? > > > > Hugh > > > > On 10/2/10, Nils Leideck - ITSM <nils.leideck(a)leidex.net> wrote: > >> Hi, > >> > >> You could use the GenericAgent to change the owner. > >> > >> On 02.10.2010, at 02:19, Hugh Kelley wrote: > >> > >>> We have a relatively "open" permission model for our tickets. Most > agents > >>> can add notes or replies without owning the ticket. As a result, some > >>> tickets go all the way to resolution without having the ID changed. > >>> > >>> This means that some get closed with the root user (#1) as the owner. > Is > >>> there a way to force this ID to be changed to a "valid" user within the > >>> UI? > >> > >> Freundliche Grüße / Kind regards > >> > >> Nils Leideck > >> > >> -- > >> Nils Leideck > >> Senior Consultant > >> > >> nils.leideck(a)leidex.net > >> nils.leideck(a)otrs.com > >> > >> http://webint.cryptonode.de / a Fractal project > >> > >> > >> > >> > > --------------------------------------------------------------------- > > 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 > > Freundliche Grüße / Kind regards > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leideck(a)leidex.net > nils.leideck(a)otrs.com > > http://webint.cryptonode.de / a Fractal project > > > > --------------------------------------------------------------------- > 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 > ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/607

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[Ticket #520] otrs Digest, Vol 25, Issue 18
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:42 pm, ruzwan(a)pyrogroup.com wrote: Hi Team, Can any one help me in finding why i am getting SQL error in system log. OTRS verion - 2.4.6 Linux Suse. I dont know what configuration change made me getting this error. and from that time my Autoresponse email is not going untill i manual run the postmaster script. You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near ') AND tw.user_id IN (1) AND st.until_time <= 1286735389 LIMIT 10000' at line 1, SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw WHERE sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) AND tw.user_id IN (1) AND st.until_time <= 1286735389 LIMIT 10000' Thanks -- Regards, Ruzwan On Sun, Oct 10, 2010 at 5:30 PM, <otrs-request(a)otrs.org> wrote: > Send otrs mailing list submissions to > otrs(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org > > You can reach the person managing the list at > otrs-owner(a)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 2.4.8. the signature is no more shown on > email-tickets (Gerald Young) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 9 Oct 2010 16:57:01 -0400 > From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] OTRS 2.4.8. the signature is no more shown on > email-tickets > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <AANLkTikJMHh71FhTQuFn4CVf7iA+JiY+c_+sxA0Y9x2o(a)mail.gmail.com<AANLkTikJMHh71FhTQuFn4CVf7iA%2BJiY%2Bc_%2BsxA0Y9x2o(a)mail.gmail.com> > > > Content-Type: text/plain; charset="iso-8859-1" > > One who creates his own theme -- > http://doc.otrs.org/2.4/en/html/c2079.html -- > may avoid this issue in the future. > > On Fri, Oct 8, 2010 at 4:53 AM, Martignier, Philippe < > Philippe.Martignier(a)wipo.int> wrote: > > > I found the reason why ... > > > > I use themes and for these themes the signature is not appearing on > screen > > > > If I take the standard theme it is ok and now it appears in html > > > > Could be a great idea to have a file saying which files are modified in a > > release ... (maybe it is the case and I don't know as the upgrade is not > > made by me but the IT people) > > > > Thanks > > > > Philippe Martignier > > Communications Division > > Customer Service Section > > Email : Philippe.Martignier(a)wipo.int > > Phone : 00 41 022 338 72 36 > > Building : GB II > > Office : 0,3 > > > > > > >

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[Ticket #516] [solved]: customer_user "pw" field not being updated
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:42 pm, mike(a)musicplace.com wrote: Darn - I knew as soon as I sent this I'd find a stupid mistake :-) I had carelessly commented out the PW filed in Config.pm... Sorry to bother... From: Mike Morris <Mike(a)musicplace.com> To: otrs(a)otrs.org Subject: customer_user "pw" field not being updated Date: Sun, 10 Oct 2010 16:09:11 -0700 It seems like this should be a FAQ, but I haven't found it anywhere (although lots of similar stuff, mostly LDAP)... anyway: I'm using Customer::AuthModule = DB. I've confirmed that the table name in "Table", the field names in "CustomerKey" and "CustomerPassword" are all correct (at their defaults). I'm using PostgreSQL 8.3, btw. I believe I've confirmed the DSN is correct; it's set to "dbi:Pg:dbname=otrs;host=localhost;user=otrs;password=[removed];". I can generate errors on the web front end by intentionally misconfiguring this; I can also successfully connect with this as my DSN string in a simple Perl script. I've also tried moving user and password information out of the DSN into their respective config fields... every combination I can think of. I am fairly confident that the DSN is not the problem, but not 100%... Anyway, when using the Customer front end to request a password reset, the customer_user.pw field is never updated. Email is sent, clicking the link gets me emailed a new password, but the password is never written to the DB, so of course I can't log in with it. [As an aside: I'm having trouble using logs because traffic is making syslog so full... and I can't change the SysConfig "Logfile" parameter; when I select File and submit, it refreshes as "SysLog" again...??? ] Thanks in advance for any advice, MikeM Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Historical Quote: "...we shall welcome to a participation of all our rights and privileges, [anyone] if by decency and propriety of conduct they appear to merit the enjoyment." -- George Washington, (Address to the Members of the Volunteer Association of Ireland, 2 December 1783) ------------------------------------ ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/516

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[Ticket #514] customer_user "pw" field not being updated
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:42 pm, mike(a)musicplace.com wrote: It seems like this should be a FAQ, but I haven't found it anywhere (although lots of similar stuff, mostly LDAP)... anyway: I'm using Customer::AuthModule = DB. I've confirmed that the table name in "Table", the field names in "CustomerKey" and "CustomerPassword" are all correct (at their defaults). I'm using PostgreSQL 8.3, btw. I believe I've confirmed the DSN is correct; it's set to "dbi:Pg:dbname=otrs;host=localhost;user=otrs;password=[removed];". I can generate errors on the web front end by intentionally misconfiguring this; I can also successfully connect with this as my DSN string in a simple Perl script. I've also tried moving user and password information out of the DSN into their respective config fields... every combination I can think of. I am fairly confident that the DSN is not the problem, but not 100%... Anyway, when using the Customer front end to request a password reset, the customer_user.pw field is never updated. Email is sent, clicking the link gets me emailed a new password, but the password is never written to the DB, so of course I can't log in with it. [As an aside: I'm having trouble using logs because traffic is making syslog so full... and I can't change the SysConfig "Logfile" parameter; when I select File and submit, it refreshes as "SysLog" again...??? ] Thanks in advance for any advice, MikeM ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/514

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[Ticket #508] OTRS 2.4.8. the signature is no more shown on email-tickets
by KIRAN IT 02 Jul '11

02 Jul '11

This is a notification from the Help Desk. On Jul 02, 2011 @ 02:42 pm, crythias(a)gmail.com wrote: One who creates his own theme -- http://doc.otrs.org/2.4/en/html/c2079.html -- may avoid this issue in the future. On Fri, Oct 8, 2010 at 4:53 AM, Martignier, Philippe < Philippe.Martignier(a)wipo.int> wrote: > I found the reason why ... > > I use themes and for these themes the signature is not appearing on screen > > If I take the standard theme it is ok and now it appears in html > > Could be a great idea to have a file saying which files are modified in a > release ... (maybe it is the case and I don't know as the upgrade is not > made by me but the IT people) > > Thanks > > Philippe Martignier > Communications Division > Customer Service Section > Email : Philippe.Martignier(a)wipo.int > Phone : 00 41 022 338 72 36 > Building : GB II > Office : 0,3 > > > ------ This is an automated response. Your issue has been noted. We'll be in touch soon. Please reply to this email or visit the URL below with any additional details. http://itsupport:1111/portal/view-help-request/508

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Bricked install
by Robert Woodworth 01 Jul '11

01 Jul '11

Please take a look at this and tell me if there is any way to recover. I think I bricked my install. I installed the Turnkey Linux OTRS appliance. It seemed to install OK. Connecting to the admin dashboard was a pain because this system didn't follow the documentation but I got around that. My problems started when I started troubleshooting why mail wasn't arriving and opening tickets. I noticed an error about bad permissions on "/usr/share/otrs/Kernel/Config/Files/ZZZAuto.pm" This turned out to be a link to /var/lib/otrs/Config/ZZZAuto.pm and the target wasn't there. I thought I would be brilliant and just touch the file and copy the permissions from /var/lib/otrs/Config/ZZZAAuto.pm Suddenly, when I clicked on the Admin icon on the webpage I got: [ <https://192.168.215.8/otrs/index.pl?> OTRS ] Error: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Jun 24 05:43:21 2011 Message: Can't write /usr/share/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! Traceback (1230): Module: Kernel::System::Config::WriteDefault (v1.85) Line: 300 Module: Kernel::Modules::AdminInit::Run (v1.13) Line: 50 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::h andler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Undoing what I did has not fixed anything. Is there ANY hope of recovery ?

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New tickets -- only email or phone?
by Charles 01 Jul '11

01 Jul '11

Hello :-) Sometimes tickets are initiated by a personal visit to our offices or in a meeting. The TICKETS drop down list includes "New email ticket" and New phone ticket". Can we extend the list? Best Charles

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Edit SLA: Label on Customer page?
by Gadow, Shawn 01 Jul '11

01 Jul '11

I am looking to change the SLA: label on the customer page to something like Issue: where would I change this at? Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

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