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Auto Assign Customers to Groups
by Dimitrakakis Georgios 14 Sep '16

14 Sep '16

Hi! I am trying to setup OTRS to match our environment needs but no luck so far. One of the problems so far is the number of iterations required to perform some actions. For example let's assume that 3queues exist (Q1, Q2, Q3) and each one of them is assigned to the corresponding group (Q1->G1 , Q2,->G2, Q3->G3). In our environment we have a significant amount of users (~400) which are synced from the Active Directory. All of them should be able to submit tickets to the aforementioned queues. What is the best way to integrate that? So far what I have discovered is that I have to iterate to all users from the GUI and click to every queue and so on and so forth. Is there a better way of doing it since this requires a significant amount of clicks?? Of course when the number of queues increases this will also increase to an amount which will not be operational. What am I missing?? Any ideas??? 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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How to use gmail group to fetch email for OTRS
by Darshak Modi 13 Sep '16

13 Sep '16

Hi All, As group ids are like below groups.google.com/a/xyz.com/forum/?hl=en#!forum/abc Where abc is group-name. Login details we have to provide are individual only. In Postmaster config, host we tried to give details as groups.google.com/a/xyz.com/forum/?hl=en#!forum/abc But it is not working Error like: Can't connect to :groups.google.com/a/xyz.com/forum/?hl=en#!forum/abc Please guide.

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Limit user access on specific queues
by Dimitrakakis Georgios 12 Sep '16

12 Sep '16

Hello! I would like to know if it's possible to limit the agents' access on specific part of queues. My understanding so far is that when you create a queue you assign a group to it. Then on agent's management you can select on which groups this agent belongs to and you can also specify the agents' queues under "My Queues" But that gives to the agent access to all queues under that group and not only those under "My queues" (for the agent). For example let's assume that we have a group called "IT" on which there are two queues "Software" and "Hardware" Some agents have under "My queues" the "software" (let's call this "agent_sw") while others the "hardware" (let's call this "agent_hw") option but all them are under the "IT" group. When "agent_sw" logs in to the system he can see all the tickets for the "IT" group including those created to "hardware" queue. This is what I would like to prevent/protect. Is this somehow possible without creating different groups for every queue? Best 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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AUTOREPLY otrs Digest, Vol 96, Issue 5
by baer＠opm-computer.de 12 Sep '16

12 Sep '16

Sehr geehrte Damen und Herren, in der Zeit vom 12.09.2016 bis einschließlich 23.09.2016 befinde ich mich nicht im Büro. Beachten Sie bitte, dass Ihre EMail nicht automatisch weitergeleitet wird. In dringenden Fällen wenden Sie sich bitte an unsere Hotline, 0203-378530, oder an Herrn Hesselmann (hesselmann(a)opm-computer.de) Mit freundlichen Grüßen Ronny Bär OPM IT Service GmbH 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: Limit user access on specific queues (Gerald Young) 2. Re: Limit user access on specific queues (Dimitrakakis Georgios) ---------------------------------------------------------------------- Message: 1 Date: Fri, 9 Sep 2016 09:16:33 -0400 From: Gerald Young <crythias(a)gmail.com> To: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> Subject: Re: [otrs] Limit user access on specific queues Message-ID: <CAKk-oULcw0aYhML7jdSofqxqVqYzdyxECPDVGngv6Y60Zf8K=Q(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" You *can* build ACLs, but why repeat the functionality that the groups provide? On Fri, Sep 9, 2016 at 2:04 AM, Dimitrakakis Georgios < gdimitrakakis(a)pancretabank.gr> wrote: > Hello! > > > > I would like to know if it?s possible to limit the agents? access on > specific part of queues. > > > > My understanding so far is that when you create a queue you assign a group > to it. > > > > Then on agent?s management you can select on which groups this agent > belongs to and you can also specify the agents? queues under ?My Queues? > > > > But that gives to the agent access to all queues under that group and not > only those under ?My queues? (for the agent). > > > > For example let?s assume that we have a group called ?IT? on which there > are two queues ?Software? and ?Hardware? > > > > Some agents have under ?My queues? the ?software? (let?s call this > ?agent_sw?) while others the ?hardware? (let?s call this ?agent_hw?) > option but all them are under the ?IT? group. > > > > When ?agent_sw? logs in to the system he can see all the tickets for the > ?IT? group including those created to ?hardware? queue. This is what I > would like to prevent/protect. > > > > Is this somehow possible without creating different groups for every queue? > > > > Best regards, > > > > G. > > ____________________________________________________________ > __________________ > ?? ??????????? ????? ??? ???????????? ????????? ??? ????? ????????? ?????? > ????? ????????????. ??????????? ???? ????? ????????????? ??????????. ?? > ?????? ???? ?? ?????? ?? ??????????, ???????????? ?? ?????????????? ?????? > ?? ??? ????????? ??? ????????? ? ??? ??????????? ??? ?????????? ??? ?? ??? > ??????????? ?? ?????? ?? ???????????. ?? ??????? ??? ??????????? ??????? > ???? ????????? ??? ??? ????????? ???' ?????? ??? ??????? ??? ?????????? > ??????????????? ????????. > > 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 > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >

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/tmp leftovers
by Dimitrakakis Georgios 06 Sep '16

06 Sep '16

Is it normal when a ticket is created through the Web interface to leave copies of the files that are attached (even if they are removed afterwards) at the "/tmp" owned by "www-data"? Shouldn't all these be purged when the ticket is finally created? Furthermore where are those files stored? Are they stored on the DB or in the filesystem?? 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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Regarding ticket creation through emails
by Paul Joseph Betha 06 Sep '16

06 Sep '16

Hello List, Can somebody give me a detailed explanation on what settings should I do to create tickets via email. Regards Paul Joseph

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Active Directory Configuration
by Dimitrakakis Georgios 05 Sep '16

05 Sep '16

Hello! Can someone explain a little bit more analytically how one can use AD to authenticate users? I read the "External Backends" section in the manual but a few things are not clear to me. So far I have managed to perform section 5.2.2 (https://otrs.github.io/doc/manual/admin/stable/en/html/external-backends.ht…) which is to configure AD for customer backend. When completed from the menu Admin->Customer Users I can see the people defined on the AD to access OTRS. Of course they are not able to authenticate. I am reading below section 5.3.2.2 (https://otrs.github.io/doc/manual/admin/stable/en/html/external-backends.ht…) but that doesn't work with a "wrong password error" although the apache log says "Cannot find ID for USERNAME" What I am trying to understand here is if I need somehow before authenticating to put the AD entries into the OTRS database so that it can retrieve the "username" and then by using the next part to authenticate at the AD using that. If someone could share its configuration would be very nice. In general what I am trying to achieve is not to have any users on OTRS DB and do everything from AD. For the moment I have configured two AD groups one for Agents and one for Customers. Ideally OTRS should be able to distinguish between those and allow login accordingly. So if you have any configuration that you can share it will be much appreciated. Best 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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Regarding CustomerID and CustomerName
by Paul Joseph Betha 31 Aug '16

31 Aug '16

Hello List, I'm new to OTRS. This is my query: I've found out that Customer ID and Customer Name should be unique. But what if my company has sold two products for the same company and giving them support? Then while I create custID and cust Name for that company I should have the same company name but different customer ID right? Am I wrong here or Is my understanding of this whole thing is misguided? Please help

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System registration issue
by Dimitrakakis Georgios 28 Aug '16

28 Aug '16

Dear OTRS community, I had performed an initial installation of OTRS which was registered successfully @ cloud.otrs.com Unfortunately due to DB encoding problem I had to drop and recreate the DB and after that my system is no longer updated @ cloud.otrs.com. I have tried to "Edit" the data from the "System Registration" option but the error log show this: error OTRS-CGI-02 Got no SessionID!! I have a backup of the old DB (on which the system was successfully registered) and I can see that in the "system_data" table there is the UniqueID (matches the one @ otrs.cloud.com) APIKey and all other relevant information. How can I restore that information to my running instance?? I 've already tried a full database restore which didn't work and I 've also tried to "Deregister" which also didn't work this time with the error: error OTRS-CGI-02 Deregistration - Can not deregister system: Need APIKey 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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Re: [otrs] OTRS Daemon Frequent Error
by aledr 26 Aug '16

26 Aug '16

This also fix http://lists.otrs.org/pipermail/otrs/2015-November/042105.html (or http://bugs.otrs.org/show_bug.cgi?id=11683) Thanks. On Thu, Aug 25, 2016 at 6:56 AM, Dimitrakakis Georgios < gdimitrakakis(a)pancretabank.gr> wrote: > Thx Carlos! > > > > For those of you that bump into this keep in mind that If you try to run > the daemon from the command line, > > then make sure that the $LANG in terminal has been set to something that > supports UTF8, e.g. “export LANG=en_US.UTF-8” > > > > On the other hand if the daemon is invoked from the CRON there is no > problem at all. > > > > Regards, > > > > George > > > > *From:* otrs [mailto:otrs-bounces@lists.otrs.org] *On Behalf Of *Carlos > Rodriguez > *Sent:* Wednesday, August 24, 2016 6:06 PM > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] OTRS Daemon Frequent Error > > > > Hi George, > > > > Are you running the Daemon on a UTF-8 terminal? > > > > ((enjoy)) > > > > Carlos Rodríguez > > > > > > > > > > On Aug 24, 2016, at 2:42 AM, Dimitrakakis Georgios < > gdimitrakakis(a)pancretabank.gr> wrote: > > > > Apparently the problem is due to the TradeMark (TM) sign when running > either the OTRSBusinessAvailabilityCheck or the > OTRSBusinessEntitlementCheck but I haven’t found the file that I can modify > in order to avoid seeing it. > > The files that I have checked and modified (removed the TradeMark (TM) > sign) so far are the following: > > > > · i18n/otrs/otrs.el.po > > · Kernel/Language/el.pm > > · Kernel/Config/Files/Daemon.xml > > · /Kernel/Config/Files/ZZZAAuto.pm > > > > Furthermore I have checked the “Kernel/System/Console/BaseCommand.pm” > file around line 610 and the problem arises when performing the print > action for the $Text variable that has the ASCII string in it (that is the > “Checking availability of OTRS Business Solution\x{2122}” text). > > > > Is there a Perl module required to perform the correct printing with > ASCII?? Should I try to decode it?? > > > > Any ideas are welcome since with this problem every 10minutes I am getting > an e-mail which I shouldn’t. > > > > Regards, > > > > George > > > > *From:* otrs [mailto:otrs-bounces@lists.otrs.org > <otrs-bounces(a)lists.otrs.org>] *On Behalf Of *Dimitrakakis Georgios > *Sent:* Tuesday, August 23, 2016 12:41 PM > *To:* otrs(a)lists.otrs.org > *Subject:* [otrs] OTRS Daemon Frequent Error > > > > Hi! > > > > I am trying to set and test the free (initially) OTRS version for our > organization but when the otrs.Daemon.pl starts > > I am getting the following error: > > > > [TIMESTAMP] otrs.Daemon.pl: "\x{2122}" does not map to ascii at > /opt/otrs/Kernel/System/Console/BaseCommand.pm line 610. > > > > At the same time an e-mail alert is triggered and getting the same info as > an e-mail from “OTRS Notifications” and > > subject “OTRS Scheduler Daemon Cron: OTRSBusinessAvailabilityCheck”. > > > > Since the otrs.Daemon.pl does the check recursively is very annoying to > receive frequently and over and over again the same e-mail alert. > > > > Does anyone know how to solve it? > > Looking forward for your suggestions. > > > > Best regards, > > > > George Dimitrakakis > > ____________________________________________________________ > __________________ > 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 > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > > ____________________________________________________________ > __________________ > 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 > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- [ ]'s Aledr - Alexandre

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