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"Are you sure you want to navigate away" issues
by Jefferson Davis 02 Dec '10

02 Dec '10

One fo our agent users keeps getting this message popping when he's in the middle of replying to tickets and at other random points. It occurs even while he's typing. I just upgraded to 3.02 - any thoughts as to server-side or client-side issues that could cause this? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ext 120 (office) 661.392.0681 (fax) http://district.standard.k12.ca.us

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Ticket states
by Kristofer Pettijohn 02 Dec '10

02 Dec '10

Hello, I added a new ticket state called "closed pending billing", set the type to "closed", and valid is "valid". When I close a ticket, I still only see "closed successful" and "closed unsuccessful" and do not see my new option available to choose. Do I need to specify the new state somewhere else so that I can choose it when closing a ticket? Thanks, Kris

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Customer authentication and synchronization through Active Directory (LDAP) in OTRS 3.0.3.
by Erik van Ast 02 Dec '10

02 Dec '10

Hi all, I have some problems with my AD authentication (LDAP) and OTRS (installed on OpenSuse 11.2). I have copied multiple lines from the internet in order to make it working, but it appears as if it is working, but the list of customers I have now is enormously long. Customers who are member of our AD are able to log on now but when I have a look in our Customers overview in OTRS I see about all the users we have in our AD (>100) and that's a thing I don't want. I want only a couple of customers member of a group called "OTRS Users" to be able to log onto the OTRS system as customer, but at the moment it seems like everyone member of our AD can log in. Can anyone help us with this? Where lies the error in our config.pm? And is it possible to remove customers from the list? Our config.pm : # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.21 2009/02/16 12:01:43 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; sub Load { my $Self = shift; $Self->{SecureMode} = 0; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'ErikA'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'xxxxxx'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 50; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'Test'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'OpenSuseOTRS.suzo.int'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = 'test(a)test.nl'; $Self->{'DefaultCharset'} = 'utf-8'; # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var', '', 0 ], # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{AuthModule1} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = '192.168.1.2'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'dc=Suzo, dc=int'; $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'CN=Helpdesk (Ticket Systeem),OU=IT Department,OU=Suzo NL,DC=Suzo,DC=int'; $Self->{'AuthModule::LDAP::SearchUserPw1'} = 'xxxxxxxxx'; # In case you need to use OTRS in iso-charset, you can define this # by using this option (converts utf-8 data from LDAP to iso). # $Self->{'AuthModule::LDAP::Charset'} = 'iso-8859-1'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # --------------------------------------------------- # # authentication sync settings # # (enable agent data sync. after succsessful # # authentication) # # --------------------------------------------------- # # This is an example configuration for an LDAP auth sync. backend. # (take care that Net::LDAP is installed!) $Self->{AuthSyncModule1} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host1'} = '192.168.1.2'; $Self->{'AuthSyncModule::LDAP::BaseDN1'} = 'dc=Suzo, dc=int'; $Self->{'AuthSyncModule::LDAP::UID1'} = 'sAMAccountName'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthSyncModule::LDAP::SearchUserDN1'} = 'CN=Helpdesk (Ticket Systeem),OU=IT Department,OU=Suzo NL,DC=Suzo,DC=int'; $Self->{'AuthSyncModule::LDAP::SearchUserPw1'} = 'xxxxxxxxxx'; # AuthSyncModule::LDAP::UserSyncMap # (map if agent should create/synced from LDAP to DB after successful login) $Self->{'AuthSyncModule::LDAP::UserSyncMap1'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # In case you need to use OTRS in iso-charset, you can define this # by using this option (converts utf-8 data from LDAP to iso). # $Self->{'AuthSyncModule::LDAP::Charset'} = 'iso-8859-1'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) # $Self->{'AuthSyncModule::LDAP::Params'} = { # port => 389, # timeout => 120, # async => 0, # version => 3, # }; #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule2'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host2'} = '192.168.1.2'; $Self->{'Customer::AuthModule::LDAP::BaseDN2'} = 'dc=Suzo, dc=int'; $Self->{'Customer::AuthModule::LDAP::UID2'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN2'} = 'CN=Helpdesk (Ticket Systeem),OU=IT Department,OU=Suzo NL,DC=Suzo,DC=int'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw2'} = 'xxxxxxxxx'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '192.168.1.2', BaseDN => 'dc=Suzo, dc=int', SSCOPE => 'sub', UserDN =>'CN=Helpdesk (Ticket Systeem),OU=IT Department,OU=Suzo NL,DC=Suzo,DC=int', UserPw => 'xxxxxxxxxx', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, 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', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=OTRS Users,OU=Suzo NL,DC=Suzo,DC=int'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID' # Die if backend can't work, e. g. can't connect to server. # $Self->{'AuthSyncModule::LDAP::Die'} = 1; # Die if backend can't work, e. g. can't connect to server. # $Self->{'AuthModule::LDAP::Die'} = 1; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# 1; Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik

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query average time
by DM_Julio Angulo 01 Dec '10

01 Dec '10

Greetings, someone know how it is that makes otrs query to DB to get the average time in a specific period? thanks Julio Cesar Angulo Quiroz Telf.: 997066155

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Re: [otrs] Customizing Dashboard on OTRS 3.0
by Hugh Kelley 01 Dec '10

01 Dec '10

The OPM files, also known as "packages" can be imported from the Admin section of your OTRS web UI. I think it will then automatically appear in agents' dashboards alongside the others. Hugh On 12/1/10, Parag Bhalerao <Parag.Bhalerao(a)cybertech.com> wrote: > Thanks a lot Hugh, > > I was able to find the dashlel. But I don't know how to apply/import it > in to OTRS. Can you please guide me on that? > > Sorry, but I am really new to OTRS :( > > GoodWills > > Parag Bhalerao > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Hugh Kelley > Sent: Tuesday, November 30, 2010 5:49 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Customizing Dashboard on OTRS 3.0 > > It can be accomplished via a new dashlet. > > I posted an example to the list a few weeks back. Try a search of the > archives to see if the attachment is still available. > > Hugh > > On 11/30/10, Parag Bhalerao <Parag.Bhalerao(a)cybertech.com> wrote: >> Thanks Shrikant, >> >> >> >> I can see it in My Queues. I was wondering if I can see my own tickets >> in the dashboard itself. So the dashboard will have following groups, >> >> >> >> My Tickets (or Tickets I Own) >> >> Escalated Tickets >> >> New Tickets >> >> Open Tickets >> >> >> >> Any thoughts if/how this can be accomplished? >> >> >> >> GoodWills >> >> >> >> Parag Bhalerao >> >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of >> shrikant k >> Sent: Tuesday, November 30, 2010 12:40 AM >> To: User questions and discussions about OTRS. >> Subject: Re: [otrs] Customizing Dashboard on OTRS 3.0 >> >> >> >> hello, >> >> >> >> yes u can do it by configuring the agent with particilar queuues and >> he can see it in dashboard or u have my queue assign it to the queue > so >> u can see in my queue >> >> >> >> shrikant >> >> On Tue, Nov 30, 2010 at 2:30 AM, Parag Bhalerao >> <Parag.Bhalerao(a)cybertech.com> wrote: >> >> Hello team, >> >> >> >> I have OTRS 3.0 running on Windows platform. >> >> >> >> I want agents to see their own tickets in the dashboard. Is there a > way >> to accomplish this? Thanks in advance for your help. >> >> >> >> GoodWills >> >> >> >> Parag Bhalerao >> >> >> --------------------------------------------------------------------- >> 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 >> >> >> >> > --------------------------------------------------------------------- > 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 >

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modules information
by DM_Julio Angulo 01 Dec '10

01 Dec '10

Greetings, I know to serve the other modules such as Sirius, incident, webwacher or if there somewhere documentation to these modules and inform them before installing them. thanks Julio Cesar Angulo Quiroz Telf.: 997066155

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Documentation on OTRS.
by Chamarthi, Kumar, Sravan (IMS, Hyderabad) 01 Dec '10

01 Dec '10

Hi Team, Can you please send me the documentation of OTRS for beginners. Regards, Sravan. ________________________________ Information contained and transmitted by this e-mail is confidential and proprietary to Patni Computer Systems Ltd and its affiliates (hitherto referred as Patni Computers) and is intended for use only by the recipient. If you are not the intended recipient , you are hereby notified that any dissemination, distribution, copying or use of this e-mail is strictly prohibited and you are requested to delete this e-mail immediately and notify the originator or netadmin(a)patni.com. Patni Computers does not enter into any agreement with any party by e-mail. Any views expressed by an individual do not necessarily reflect the view of Patni Computers. Patni Computers is not responsible for the consequences of any actions taken on the basis of information provided, through this email. The contents of an attachment to this e-mail may contain software viruses, which could damage your own computer system. While Patni Computers has taken every reasonable precaution to minimise this risk, we cannot accept liability for any damage which you sustain as a result of software viruses. You should carry out your own virus checks before opening an attachment. To know more about Patni Computers please visit www.patni.com.

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OTRS 2.4.7 - Mysql database max size support
by Amit Sharma 01 Dec '10

01 Dec '10

Hi, I am using OTRS 2.4.7 on Linux with Mysql Database. Data size is 13 GB. Please let me know what is the max size it can support without affecting the performance. Of late I am experiencing that the respone is slow, it is beacuse of the BIG size of database? regards, Amit

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Autoincrement trouble
by Sune T. Tougaard 30 Nov '10

30 Nov '10

Hi List, Last night, our system (2.4.7) running "AutoIncrement" on the ticket number sequence generation, crossed over from 20299999 to 20300000 (or so it seems). But apparently something went wrong, and now it has gone back to 2000001 after having had a few issues with determining which number to use. The log looks like this: [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000001) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100015) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20100013) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (2000003) exists! Creating a new one. [Thu Nov 25 23:54:06 2010][Notice][Kernel::System::Ticket::Number::AutoIncrement::TicketCreat eNumber] Tn (20300017) exists! Creating a new one. Please note the ticketnumbers, some are 5 and some are 6, some have a 1, some have a 3. Now it seems to have settled for only 5 beginning from 1, going upwards. TicketCounter.log seems to agree with this. Any ideas what might have gone wrong and how I get out of it again? I could just let it run, spamming the log with the above messages, until it finds free numbers again, but I'm not sure what the consequenses will be. Increase the number in ticketcounter.log, perhaps? Switch to "Date" or something?! Any input will be much appreciated. Thanks -- /Sune T.

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Can't See Shortcut Icons
by Parag Bhalerao 30 Nov '10

30 Nov '10

Hello, I am running OTRS 3.0 on Windows platform. In the documentation is says that on the agent login page, there are icons that show the amount of locked tickets and allow direct access to them, links to create a new phone/e-mail ticket. I don't see these icons. I can see only for locked tickets. Is this configurable? As per the documentation I should see But on actual system I see only GoodWills Parag Bhalerao Work 215-494-2709 Call 267-210-5949 Email parag.bhalerao(a)cybertech.com

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