- otrs - OTRS mailing lists

Notification on internal Note
by Max Bidlingmaier 02 Jun '10

02 Jun '10

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, I configured Postmasterfilter to change any mail with origin @mydomain to type note-internal and sendertype agent. This works fine. No I want to have notifications send on such messages to anyone on the queue. How could this be accomplished? Thank you Max - -- ________________________ Max Bidlingmaier IT-Administration e.sigma Technology AG Ehrenbergstraße 11 98693 Ilmenau / Germany Tel.: +49 (0) 3677 668 230 Fax.: +49 (0) 3677 668 2333 e.sigma Technology AG, Ehrenbergstr. 11, 98693 Ilmenau Vorstand / General Manager: Detlef Mämpel Vors. d. AR / Supervisory Board Chairman: Joseph Müllner Registergericht / Trade Registry : Amtsgericht Jena HRB 500 638 Geschäftssitz / Business Location: Ilmenau Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. -----BEGIN PGP SIGNATURE----- Version: GnuPG v2.0.14 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ iQEcBAEBAgAGBQJMBeJNAAoJEArKo5koqhKwHo4IAJbJIq4A7uDPB5nhAQlD3i0K zh3MRRGLdU5f7E1b/6RhLG9GpqUEQ/SVtveizxnXuaMgvNiqC/8jdIdVcHd/11LW aEO8Fq1O2uRr9DBgggW0HqRk4x4fsiWFNK9dpaLNVF0joNg2UiX1txJAT8kQcX0H LocfO1HOz3vYJWz0BcTFKz8+qcE0+9h6N7WSeANdfyhXJDK4Mr0oaLfOwPEVuZFq c6JHCqpipN49A25MMtls64dp2mLrMsBp7OGyxQZzpDmoQpgVpr683kaPvLNbtxiY sCrzifxXTEJ7JyXAamQqHzTiqN3DYv634RGBsvnU4v0VDO4+gWaRTirUR9aoA7Y= =SpM1 -----END PGP SIGNATURE-----

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Changing directory layout in ArticleStorageFS
by Alejandra Piedra 01 Jun '10

01 Jun '10

Hi All! I'm kind of confused with the structure of folders that this feature has. For example, if I attach a file in a ticket, it creates the following folders: · Year o Month § Day · Folder# I would assume that the Folder# would be the ticket number so it's easy to track while surfing through the directory, but instead it creates a folder with a consecutive number, and worst of all, it creates a folder for each attachment I submit in the ticket. Is there a way to just throw every attachment to a single folder and that that folder has de ticket # I understand that maybe this means changing code in the ArticleStorageFS file, but I can do it, just show me how. Thanks and regards Maria Alejandra Piedra

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Customer Users: Can we keep all data in OTRS database, but still authenticate against LDAP?
by Stanford P. 01 Jun '10

01 Jun '10

We’re evaluating OTRS at present, and are looking to get LDAP authentication working. We’ve succeeded in getting Users (agents) authenticating against our LDAP server (eDir) but haven’t yet got Customer authentication working against this directory – we want our Customers to be able to login to the Customer web page with their eDir uids and passwords. Before we get too deeply into the mysteries of configuring this setup, can I just check one fundamental point - In our case, in order to provision each Customer record, we will need to be getting the fields from a number of different sources – our own MySQL tables, queries on a different LDAP server etc. It is probably going to be easier for us to assemble this data for each customer, and directly update the OTRS database ‘customer_user’ table, than it is for us to write the fields into our eDir schema and then synchronise this with OTRS’s tables. Given that we have a full Customer record in the customer_user table, is it possible for OTRS just to use LDAP for the purpose of customer authentication only, without us having to modify our eDir entries at all? This isn’t clear to me from the documentation. Also, if we have Customer data in ‘customer_user’ and are just using LDAP for Customer (and User/Agent) authentication, will we be able to edit individual users via the OTRS web interface? I assume there would be no reason why we couldn’t also edit the ‘customer_user’ table directly if we preferred. This SEEMS to be the way things are working with our User/Agent LDAP authentication - I can see and edit agent details in the OTRS web interface, but any changes to password I put in there are ignored, and agents are correctly authenticated against my eDir login. Is this how it should work for customer users too, once we’ve sorted out the LDAP setup? I’d be grateful for any clarification on this point. Regards Phil Stanford

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new case auto assigned to supportworker/performance
by Stian Antonsen 01 Jun '10

01 Jun '10

Hi, I was wondering if it possible to add a new case and not assign it to anyone just add it to a folder? If I add a new case without assigning the case to anyone then the case is automaticly assigned to the one that adds it. We are also experiencing slow performance on the new version of otrs and I was wondering if it is possible to tune it or something? Best regards Stian antonsen

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Re: [otrs] Customer with multiple email addresses
by Sarper SARIDAL 01 Jun '10

01 Jun '10

I'm not really sure how you do it over otrs but there is usually a workaround. If you are using exchange server ; Probably you may have defined multiple smtp addresses , if not try adding the smtp nuno.miguel.neves(a)pkf.pt to the account that has nneves(a)pkf.pt as smtp as default as a secondary smtp address. or You can create another account without an e-mail address disabled then right click on the account associate it with an external mail account select your disabled created account. then define the nuno.miquel.neves(a)pfk.pt there and forward all mails to nneves(a)pkf.pt. The above examples looks like you are changing the way your accounts work. But if you can't find another way. It may probably help. How i do is ; All incidents are in a pool queue and customers assign the incidents from there and move the tickets to their own queue. That way a user can even send an email to otrsmailer(a)pkf.pt (i defined it under imap accounts and it checks and fetches mails and create an automatic ticket and move it to the pool queue. I just wrote the above sentence if someone is looking for such a solution also. Hope it helps. If not , you can add my msn : sarper(a)saridal.com i'll be glad if i can help to figure out the issue. Regards, Sarper On Mon, May 31, 2010 at 6:08 PM, Nuno Miguel da Cruz Neves < nuno.miguel.neves(a)pkf.pt> wrote: > Hello. > > > > I am setting up OTRS against an Active Directory backend for customers. > > > > The thing is, my AD username is my CustomerID, but, when sending emails, my > email address is an alias. Is there a way I can specify multiple CustomerID > for the same user? > > > > I’ll try to write an example: > > > > My AD username is nneves . So, my email address is nneves(a)pkf.pt > > > > But I use an alias nuno.miguel.neves(a)pkf.pt > > > > Is there a way I can say that if I receive an email with a request from > nuno.miguel.neves(a)pkf.pt, it should stay in nneves(a)pkf.pt queue, so that > when I login as a customer, I can see all my requests? > > > > Thank you, > > > > Nuno Miguel Neves > > *Partner* > > PKF Sistemas de Informação, S.A. > > Edificio Atrium Saldanha l Praça Duque de Saldanha, nº1 4º Piso H l > 1050-094 Lisboa l Portugal > > Tel: +351 213 182 720 l Fax: +351 213 146 114 l Tlm: + 351 964 803 152 > > email: nuno.miguel.neves(a)pkf.pt l http://www.pkf.pt > > > > > > A PKF – Sistemas de Informação,SA é membro da PKF International Limited, > uma associação de sociedades membro legalmente independentes, a qual não > aceita quaisquer responsabilidades pelos actos ou omissões de qualquer > sociedade ou sociedades membro. Uma qualquer sociedade membro não aceita > quaisquer responsabilidades pelos actos ou omissões de qualquer outra > sociedade ou sociedades membro. > > PKF – Sistemas de Informação,SA is a member of PKF International Limited, > an association of legally independent member firms which does not accept any > responsibility or liability for the actions or inactions on the part of any > individual member firm or firms. Individual member firms do not accept > responsibility or liability for actions or inactions on the part of any > other individual member firm or firms. > > > > Este e-mail pode conter informação privilegiada e confidencial. Se não é o > destinatário pretendido, não deve copiar ou distribuir este e-mail. Se > recebeu este e-mail por engano, por favor notifique imediatamente o > remetente. Deve certificar-se que este e-mail e os seus anexos não se > encontram infectados por vírus. O envio de e-mails não é um meio de > comunicação completamente seguro. Apelamos a que reconheça essa falta de > segurança e que tome todas as precauções necessárias quando comunicar > connosco via e-mail. > > A PKF reserva-se do direito de ler sem pré-aviso qualquer e-mail e > respectivos anexos que nos sejam enviados. > > This e-mail may contain privileged and confidential information. If you are > not the intended recipient, you must not copy or distribute it. If you have > received this e-mail in error, please notify the sender and delete the > e-mail immediately. You should ensure that this e-mail and any attachments > are virus free. E-mail is not a 100% secure communications medium. We advise > that you understand this lack of security and take any necessary measures > when e-mailing us. > We reserve the right to read any e-mail or attachment entering or leaving > our systems from any source without prior notice. > > > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

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OTRS Change Management Process.
by Siva Prasad 31 May '10

31 May '10

Hi All, Can anyone please let me know How can I create new Change and approve it. I created work orders of type approval but I'm unable to approve the ticket. How can I assign a change initiator to the change created. Thanks Siva Prasad

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Customer with multiple email addresses
by Nuno Miguel da Cruz Neves 31 May '10

31 May '10

Hello. I am setting up OTRS against an Active Directory backend for customers. The thing is, my AD username is my CustomerID, but, when sending emails, my email address is an alias. Is there a way I can specify multiple CustomerID for the same user? Ill try to write an example: My AD username is nneves . So, my email address is nneves(a)pkf.pt But I use an alias nuno.miguel.neves(a)pkf.pt Is there a way I can say that if I receive an email with a request from nuno.miguel.neves(a)pkf.pt, it should stay in nneves(a)pkf.pt queue, so that when I login as a customer, I can see all my requests? Thank you, Nuno Miguel Neves Partner PKF Sistemas de Informação, S.A. Edificio Atrium Saldanha l Praça Duque de Saldanha, nº1 4º Piso H l 1050-094 Lisboa l Portugal Tel: +351 213 182 720 l Fax: +351 213 146 114 l Tlm: + 351 964 803 152 email: <mailto:nuno.miguel.neves@pkf.pt> nuno.miguel.neves(a)pkf.pt l <http://www.pkf.pt/> http://www.pkf.pt A PKF Sistemas de Informação,SA é membro da PKF International Limited, uma associação de sociedades membro legalmente independentes, a qual não aceita quaisquer responsabilidades pelos actos ou omissões de qualquer sociedade ou sociedades membro. Uma qualquer sociedade membro não aceita quaisquer responsabilidades pelos actos ou omissões de qualquer outra sociedade ou sociedades membro. PKF Sistemas de Informação,SA is a member of PKF International Limited, an association of legally independent member firms which does not accept any responsibility or liability for the actions or inactions on the part of any individual member firm or firms. Individual member firms do not accept responsibility or liability for actions or inactions on the part of any other individual member firm or firms. Este e-mail pode conter informação privilegiada e confidencial. Se não é o destinatário pretendido, não deve copiar ou distribuir este e-mail. Se recebeu este e-mail por engano, por favor notifique imediatamente o remetente. Deve certificar-se que este e-mail e os seus anexos não se encontram infectados por vírus. O envio de e-mails não é um meio de comunicação completamente seguro. Apelamos a que reconheça essa falta de segurança e que tome todas as precauções necessárias quando comunicar connosco via e-mail. A PKF reserva-se do direito de ler sem pré-aviso qualquer e-mail e respectivos anexos que nos sejam enviados. This e-mail may contain privileged and confidential information. If you are not the intended recipient, you must not copy or distribute it. If you have received this e-mail in error, please notify the sender and delete the e-mail immediately. You should ensure that this e-mail and any attachments are virus free. E-mail is not a 100% secure communications medium. We advise that you understand this lack of security and take any necessary measures when e-mailing us. We reserve the right to read any e-mail or attachment entering or leaving our systems from any source without prior notice.

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OTRS 2.4.7 IMAP issues
by Siva Prasad 31 May '10

31 May '10

Hi All, I'm into an issue with OTRS 2.4.7, I had configured my POP3 account in OTRS Postmaster as IMAP and when OTRS fetches the emails the emails are getting download locally and the mail is getting deleted from the inbox ...is this a bug IN OTRS or I need to change some settings[I havent found any setting to overcome this issue] Thanks Siva Prasad

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Next State to Note
by Annika Liikanen 31 May '10

31 May '10

Hi! Is it possible to add Next State box to Ticket Note? -Annika- -- Annika Liikanen System Specialist ONH Service Oy +358 40 511 8658 +0207 569 460 www.onh.fi

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OTRS Change Management WorkOrders
by Siva Prasad 31 May '10

31 May '10

Hi All, I created a test change and added work orders to it ...from the Document http://doc.otrs.org/itsm/2.0/en/html/x1213.html I see they are colors for the work order depending on the state's. But I'm unable to see any colors in the work order I create is there any thing I need to change? Thanks Siva Prasad

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