- otrs - OTRS mailing lists

Interface ReST or similar
by Paul Mancheno H. 10 Dec '16

10 Dec '16

Hello friends. How can I create agents, roles and / or queues through REST (or something similar) ?. The company I work with has 20 agents stored in a database and I want to create a script to create them directly in OTRS. Best regards, Pepo.

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Outgoing email to system address not possible anymore
by Patrick Banholzer 08 Dec '16

08 Dec '16

Hi, we have an issue since we upgraded to OTRS 5. Previously it was possible to put a system address of otrs (e.g. email address of different queue) into the "To:" or the "CC:" field of outgoing emails. This was used to inform the agents of the other queue about different things. I know this should also be possible by splitting the ticket and assigning it to the special queue, but we have some special cirumstances. OTRS has a system address which is used to send e-mails but not to receive. The mailbox is used in MS Exchange for a group or team. They forward some of the answers to the otrs system if relevant, but customer replies should never be attached directly whithout beeing reviewed. Now we have the case, that some agents want to inform the people reading the Exchange mailbox, but this isn't working anymore. The error message is: EN: This address is registered as system address and cannot be used ... DE: DIese Adresse ist als Systemadresse registriert und kann daher nicht verwendet werden ... Is there a possibility to bring back the old behaviour? Thanks - Patrick

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Delete Attachment doesn't clean DB
by Dimitrakakis Georgios 05 Dec '16

05 Dec '16

Hi all, I am testing how can I free some space from the DB. Therefore I have created a ticket with multiple "big" attachments and then went directly to the ticket and I have deleted the attachments. I was expecting to see a noticeable reduce of the DB size but didn't see anything. Any reason why? Is there any other process I should run to cleat it up? My OTRS version is 5.0.12 with PostgreSQL DB 9.4 Regards, George ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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No Reaction on index.pl
by No Spam 30 Nov '16

30 Nov '16

Hey Guys, I have a weird problem, my OTRS is not reacting to any button presses, eg the password reset or the login button. Where should I look for the problem. Thanks for your guidance Greets J

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OTRS config : LDAP and Consumers
by Joel Marchand 30 Nov '16

30 Nov '16

Hello, My config : Linux CentOS 7 - otrs-5.0.13-01 (from rpm) - OpenLDAP 2.4 I have configured OTRS to use LDAP for the Agents authentification. It is OK. I want to do the same for the Consumers. I read many examples, but without success. 1/ in the Administration/Consumers panel, I see all my LDAP users like : jjma2 jma2 jma2 jma2(a)jma2.com jma2(a)jma2.com 2/ when I try to login with an LDAP id, I get these message Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. 3/ and in /var/log/httpd/error.log, I get ERROR: OTRS-CGI-38 Perl: 5.16.3 OS: linux Time: Fri Nov 4 10:40:31 2016 Message: No UserID found for 'jjma2'! RemoteAddress: 109.190.22.197 RequestURI: /otrs/index.pl Traceback (19414): Module: Kernel::System::User::UserLookup Line: 935 Module: Kernel::System::Auth::Auth Line: 206 Module: Kernel::System::Web::InterfaceAgent::Run Line: 228 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32 ERROR: OTRS-CGI-38 Perl: 5.16.3 OS: linux Time: Fri Nov 4 10:40:31 2016 Message: No UserID found for 'jjma2'! RemoteAddress: 109.190.22.197 RequestURI: /otrs/index.pl Traceback (19414): Module: Kernel::System::User::UserLookup Line: 935 Module: Kernel::System::Auth::Auth Line: 305 Module: Kernel::System::Web::InterfaceAgent::Run Line: 228 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32 My config is below. Where is my mistake ? Thanks a lot for any suggestion. Joel Marchand $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'ldaps://ldapr1.huma-num.fr:636/', # ldap base dn BaseDN => 'dc=huma-num,dc=fr', # 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 => 'cn=otrs,ou=dsa,dc=huma-num,dc=fr', UserPw => 'xxxx', # 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=posixAccount)', # if the charset of your ldap server is iso-8859-1, use this: # SourceCharset => 'iso-8859-1', # die if backend can't work, e. g. can't connect to server Die => 1, # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 636, timeout => 120, async => 0, version => 3, cafile => '/etc/ssl/certs/star_huma-num_fr-intermediate.pem', clientcert => '/etc/ssl/certs/star_huma-num_fr.pem', clientkey => '/etc/ssl/private/star_huma-num_fr.key', }, }, # customer unique id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, # cache time to live in sec. - cache any ldap queries CacheTTL => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 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 ], ], }; PS : I try also $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=otrs,ou=dsa,dc=huma-num,dc=fr'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxx'; $Self->{'Customer::AuthModule::LDAP::Host'} = ['ldaps://ldapr1.huma-num.fr:636/','ldaps://ldapr2.huma-num.fr:636/']; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=huma-num,dc=fr'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(objectclass=posixAccount)'; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 636, timeout => 120, async => 0, version => 3, cafile => '/etc/ssl/certs/star_huma-num_fr-intermediate.pem', clientcert => '/etc/ssl/certs/star_huma-num_fr.pem', clientkey => '/etc/ssl/private/star_huma-num_fr.key', }; -> with this configuration, I don't see the LDAP accounts in the Administration/Customers panel. -- Très Grande Infrastructure de Recherche Huma-Num - CNRS UMS 3598 3ème étage - bureau 303 - CS n°71345 196 avenue de France - 75648 PARIS CEDEX 13 Tél : 01 49 54 83 09 - http://www.huma-num.fr/personne/joel-marchand

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otrs.PostMaster.pl
by Susan Dittmar 30 Nov '16

30 Nov '16

Hi, according to this script's output, this script is deprecated. If I want to feed OTRS 5s its mails 'by hand', how am I to do that? Thanks in advance, Susan

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Missing translations for tooltips of TicketOverview
by claude 22 Nov '16

22 Nov '16

Hi, I already post about this problem but I try again. I have 3.3.9 OTRS and tooltips of TicketOverviewSmall columns are not translated. I apply solution give in the website of OTRS : Fixed bug#10471 - Missing translations for tooltips of TicketOverview (https://github.com/OTRS/otrs/commit/d7d7ad382755096bf2b82f7aabfcfadda5fd1306) It's work when column is not sorted. Example "TicketNumber" as "numéro de ticket" When the column is sorted the field's name is not translated but the sorting direction is translated. Example "TicketNumber, tri croissant". Thanks Claude

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Re: [otrs] otrs Digest, Vol 97, Issue 17 | query unlocked Tickets with unanswered customer requests
by OTRS Ziege 20 Nov '16

20 Nov '16

Hi Folks, my Goal is to get a list of all unanwsered (by an Agent) and unlocked tickets. I think i have to do it with an Database Query. But thats the step I need some help. I want to query all new and unlocked Tickets in which there are sequential costumer requests. For example three. Can someone help by that Database query. Thanks in Advance Bye Marvin 2016-10-31 21:12 GMT+01:00 <otrs-request(a)lists.otrs.org>: > 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 Digest, Vol 97, Issue 14 query unlocked Tickets > with unanswered customer requests (otrs otrs) > 2. question about recipients from escalation notifications > (Leonardo Certuche) > 3. show/hide dynamic fields on phone ticket (Kent Kollasch) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sun, 30 Oct 2016 12:48:00 +0100 > From: otrs otrs <otrs.test.ziege(a)gmail.com> > To: otrs(a)lists.otrs.org > Subject: Re: [otrs] otrs Digest, Vol 97, Issue 14 query unlocked > Tickets with unanswered customer requests > Message-ID: > <CAPfqst1cw+DV9ZUp9u6tPdEk+dquD=BAFFnWPcELh28zGQsJGQ@ > mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hi Georgios, thanks f?r you anwser. > The way you describe to me ist the first step I do. > First I see all unlocked Tickets. No Ticket is locked by an Agent. > > So my Problem is, that the agents get no notification(yellow star in the > left Corner on top) when a costumer do a request of an unlocked ticket. > In my IT Department we have some "old" unlocked Tickets. And I want to > escalate these unlocked tickets when a costumer do more than Two request to > the unlocked tickets. > > I hope I could explane it what i want to do. > > Thanks in Advance > Marvin > > 2016-10-27 20:16 GMT+02:00 <otrs-request(a)lists.otrs.org>: > > > 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. How to query unlocked Tickets with unanswered customer > > request (otrs otrs) > > 2. Re: How to query unlocked Tickets with unanswered customer > > request (Dimitrakakis Georgios) > > 3. Phantom ticket (DHilsbos(a)performair.com) > > 4. Dynamic fields in AgentTicketCompose (Andr? Cavalcante) > > > > > > ---------------------------------------------------------------------- > > > > Message: 1 > > Date: Tue, 25 Oct 2016 19:57:45 +0200 > > From: otrs otrs <otrs.test.ziege(a)gmail.com> > > To: otrs(a)lists.otrs.org > > Subject: [otrs] How to query unlocked Tickets with unanswered customer > > request > > Message-ID: > > <CAPfqst3meo6DDinJMU_LGDqTCBCXAReAZhCywoXN_0fH9- > > GWBg(a)mail.gmail.com> > > Content-Type: text/plain; charset="utf-8" > > > > Hi Folks, first of all, thanks evryone in advance how can help me. > > > > My Situation is, that i have round about 200 open and new Tickets. > > Not all of them are locked by an Agent. > > > > Now I want ot have an overview off all unlocked Tickets where the > customer > > have done some request to the ticket. > > For example. > > A customer sends an request to our OTRS-System. But this request will not > > get locked by an Agent. Because there is so much work > > And after a while the same customer will send to the same ticket a > request > > to get to know the state of work. > > But now one answer to him. And after a while he send the third request to > > the same tickets....and so one. > > > > > > Perhaps this could be done by a datanbase query. Hase anyone some > > experinece with that. > > > > Thanks a lot > > Bye Marvin > >

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Add Agent Ticket Menu Button
by Dimitrakakis Georgios 20 Nov '16

20 Nov '16

In my OTRS installation (v.5.0.12) I have added a state (just a different name called "in progress") with type "Open" Is there a way to put a menu button that will change the state of a ticket from the Agent's interface when in Zoom View of the ticket? I am looking something similar to "Pending", "Close", "Decision" etc. It can also be located under "Miscellaneous". Do you have any ideas what will it be needed?? Thanks, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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ACL to control Queues
by Dimitrakakis Georgios 16 Nov '16

16 Nov '16

I have an OTRS (v.5.0.12) installation connected to an Active Directory. There are several queues and all of them are available to the customers (active directory users) through: Customer Default Groups What I would like to do is to have specific queues available to specific customers (by customerid). Can I achieve something like this with ACLs and how? Regards, G. ______________________________________________________________________________ Το περιεχόμενο αυτού του ηλεκτρονικού μηνύματος και τυχόν συνημμένα αρχεία είναι εμπιστευτικά. Απευθύνεται μόνο στους αναφερόμενους παραλήπτες. Αν λάβατε αυτό το μήνυμα εκ παραδρομής, παρακαλείσθε να επικοινωνήσετε αμέσως με τον αποστολέα του μηνύματος ή τον διαχειριστή του συστήματος και να μην αποκαλύψετε σε κανένα το περιεχόμενο. Οι απόψεις που εκφράζονται ανήκουν στον συγγραφέα και δεν εκφράζουν κατ' ανάγκη τις απόψεις της Παγκρήτιας Συνεταιριστικής Τράπεζας. The contents of this email and any attachments are confidential. It is intended for the named recipients only. If you have received this email in error please notify the system administrator or the sender immediately and do not disclose the contents to anyone. Any views or opinions presented are of the author and not necessarily represent those of Pancretan Cooperative Bank

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