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Error attemping to create a ticket from customer frontend
by Armando Irazabal 29 Apr '10

29 Apr '10

Attemping to create a ticket from customer frontend we get the following error message Error: Need TicketID! Comentario: Determinar el origen: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Tue Apr 27 21:01:32 2010 Message: Need TicketID! Traceback (344): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 112 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852 Module: C:/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48

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customer ticket question
by Garren McKelvey 29 Apr '10

29 Apr '10

Hello, I'm trying to set up the customer login section of OTRS. I have customer accounts and I can log in with them. My concern is that they cannot see any agent created tickets. When agent tickets are made, the customerID code is put into the ticket automatically, and I have verified that the customerID code that is created and is accurate to the customer. But when I log in as the customer I can only see tickets that I created as the customer. Not as the agent. Does anyone have any idea what I may be doing wrong? -Garren McKelvey

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Can users approve a ticket by sending mail?
by Edmond Chan 29 Apr '10

29 Apr '10

Hi all, Can users approve a ticket by sending mail? I am trying to set up post master filter to let user approve ticket by replying mail. Can the following logic be implemented by post master filter? Seems logics in red are NOT supported by post master filter. Does it? If "From" of incoming mail is same with "<value of freetext1 field>@abc.com"and body includes "Approved"/"Reject", the decision field value of the ticket is changed to "approved"/"reject". Thank you! -- Best regards, Edmond Chan

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HELP!
by Myriam O'Neill 29 Apr '10

29 Apr '10

I cannot unsubscribe from OTRS - Ihave tried several times but no luck CONFIDENTIALITY NOTICE: This email and any files transmitted with it are confidential and intended solely for the addressee. Moreover, this message may contain privileged information, the unauthorised disclosure or transmission of which may be unlawful. If you are not the intended recipient or an agent of the addressee charged with the handling or delivery of this message, please notify the sender immediately and delete all copies of the message from your computer systems. Please note: any views expressed in this email are those of the individual sender and may not necessarily reflect the views or accord with the stated policies of An Bord Plean�la. F�GRA R�IN: T� an r�omhphost seo agus aon chomhaid at� nasctha leis faoi r�n agus d�rithe amh�in don seola�. Lena chois sin, is f�idir go bhfuil eolas faoi phribhl�id cuimsithe san r�omhphost seo, arbh fh�idir go mba briseadh dl� a nochtadh n� a sheoladh gan �dar�s. Murar tusa an t� ceapaithe chun an r�omhphost a fh�il n� ionada� an tseola� d�rithe chun an teachtairecht a l�imhse�il n� a ghlacadh, n� fol�ir led thoil fios a chur ar an seolt�ir ar an bpointe agus c�ipeanna an teachtaireachta ar fad a ghlanadh de bhur gc�rais r�omhaireachta. Tabhair faoi deara led thoil: aon tuairim� nochtaithe san r�omhphost seo is iad tuairim� an tseolt�ra f�in agus n�l s� intuigthe gurb iad tuairim� An Bhord Phlean�la n� go gclo�onn siad le polasaithe r�ite an Bhoird. Scanned by McAfee VirusScan ##################################################################################### Scanned by MailMarshal - Marshal8e6's comprehensive email content security solution. Download a free evaluation of MailMarshal at www.marshal.com #####################################################################################

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services link
by An Me 29 Apr '10

29 Apr '10

Hi All, What does the 'services ' and 'customer users <-> services' link in the web interface actually do?. Can any one explain it with real time scenario?. Regards, An

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First resolution rate
by Pietrzyk, Andrzej 29 Apr '10

29 Apr '10

Hello, I'm not familiar with Perl and don't know how to check but could you explain me how is calculated first resolution rate? Is this KPI connected to agent or queue? Thanks for support! Andrzej Pietrzyk Sąd Rej. dla Wrocławia-Fabrycznej we Wrocławiu, VI Wydz. Gosp. KRS KRS 0000024720 NIP: 729-10-04-815 Regon: 470910330 Kapitał zakładowy: 19.595.500,00 PLN

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Help with sync between two databases.
by Michelle Crouch 29 Apr '10

29 Apr '10

Hello I am not familiar with perl and I have installed otrs on a test system. It is a centos 5.4 VM. I am trying to sync customer_users from an external database of another application. I keep getting an error Got no EncodeObject! at Kernel/System/DB.pm line 96. Can someone please help me debug this? mc

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Regarding PostMaster Filter Management
by An Me 29 Apr '10

29 Apr '10

Hi All, In the filter management module,one example is given like, Match Header 1: - Cc From In-Reply-To List-Id Mailing-List Message-ID Reply-To ReplyTo Resent-From Resent-To Subject To X-Loop X-No-Loop X-OTRS-ArticleKey1 Value: Set Header 1: - Cc From In-Reply-To List-Id Mailing-List Message-ID Reply-To ReplyTo Resent-From Resent-To Subject To X-Loop X-No-Loop X-OTRS-ArticleKey1 X-OTRS-Queue Value: But in OTRS, the customer is only able to send to a particular queue and not to any particular mail id. So how can such a filtering as mentioned above work where if the "To" is to a particular mail id (but usually it will be to a queue & not mail id)...it is forwarded/filtered automatically to a particular queue??...or is it possible??

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Regarding heirarchy of the paticipants in an real world otrs system
by An Me 29 Apr '10

29 Apr '10

Hi All, say the company is manufacturing two products.X & Y..so we will make two queues supportQ_X & supportQ_Y (may be we can make sub queues for each module also) Now to make the support team first we should make roles..say role_X with rw access to supportQ_X and role_Y with rw access to supportQ_Y..Then we need to make two groups grp_X with some agents as members (A,B,C) and grp_Y with some other agents (D,E,F) as members... But the above can be done without any roles...simply groups..?? Regards, An

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Re: [otrs] customer users cant long in
by Ryan Miguel 29 Apr '10

29 Apr '10

Edmond, When I change the UserDN (in config.pm) I can no longer search for customers and I get errors in the log file relating to LDAP bind failure. However, if I use UserDN =>'domain\otrsagent' then I can search for customers. I did try changing the sync script from 'domain\otrstest' to "cn=otrsagent,ou=users,dc=domain,dc=org" but it still didn't work cause I still receive the following error when customers attempt to log-in using their AD credentials. Search failed!000004DC: LdapErr: DSID-0C0906DD, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, v1772? Thanks for the suggestion! I was thinking and I would like to know if there is a way that I could check the local database used by OTRS to ensure that the sync script is working? Or to even check to see if there are values in the customer users password fields (since the agent interface shows a "-" under the valid/invalid field for customer users)? Ryan Miguel ---------------------------------------------------------------------- Message: 1 Date: Sat, 24 Apr 2010 19:08:05 +0800 From: Edmond Chan <ccedmond(a)gmail.com> Subject: Re: [otrs] customer users cant login To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <o2w157d91881004240408ma3b7bc0ob0eaa14f31c4a06(a)mail.gmail.com> Content-Type: text/plain; charset="windows-1252" Hi Ryan, DN should be a value looks like "cn=otrsagent,ou=users,dc=domain,dc=org", instead of "domain\otrsagent". The following 2 values need be updated to a correct DN. UserDN =>'domain\otrsagent' my $LDAPBindDN = 'domain\otrstest'; On Sat, Apr 24, 2010 at 8:11 AM, Ryan Miguel <rmiguel(a)rcskids.org> wrote: > I am able to see customer users, search for them, add them to tickets > and even send e-mails to them but they can?t login through the > customer.pl page. Whenever customers try to login they receive an > error message saying that their username or password has been entered > incorrectly. When I look in the OTRS logs I see a message like this: > > > > ?[Fri Apr 23 16:35:40 > 2010][Error][Kernel::System::CustomerAuth::LDAP::Auth][220] Search failed! > 000004DC: LdapErr: DSID-0C0906DD, comment: In order to perform this > operation a successful bind must be completed on the connection., data > 0, v1772? > > > > I have tried using the sync-ldap2db.pl script because I have read that > the user data has to be copied to the MSQL DB for users to be able to > login but I am unsure of how I would verify that the data was copied > over correctly. I have also read that some people have been able to > use some extra settings in their config to copy the data of a first > time customer user logging in. My settings are shown below. Any help would be appreciated. > > > > Thanks, > > > > Ryan > > > > > > > > > > > > ##############config.pm####################### > > > > #Enable LDAP authentication for Customers a.k.a non-IT employees > > $Self->{'Customer::AuthModule'} = > 'Kernel::System::CustomerAuth::LDAP'; > > $Self->{'Customer::AuthModule::LDAP::Host'} = 'server.domain.org'; > > $Self->{'Customer::AuthModule::LDAP::BaseDN'} = > 'ou=users,dc=domain,dc=org'; > > $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; > > > > #CustomerUser > > #(customer user database backend and settings) > > $Self->{CustomerUser} = { > > Module => 'Kernel::System::CustomerUser::LDAP', > > Params => { > > Host => 'server.domain.org', > > BaseDN => 'OU=staff,DC=domain,DC=org', > > SSCOPE => 'sub', > > UserDN =>'domain\otrsagent', > > UserPw => 'secret', > > }, > > # customer unique id > > CustomerKey => 'sAMAccountName', > > CustomerID => 'mail', > > CustomerUserListFields => ['sAMAccountName', 'mail'], > > CustomerUserSearchFields => ['sAMAccountName','givenname','sn' ], > > CustomerUserSearchPrefix => '*', > > CustomerUserSearchSuffix => '*', > > CustomerUserSearchListLimit => 250, > > CustomerUserPostMasterSearchFields => ['mail', 'givenname', 'sn'], > > CustomerUserNameFields => ['cn', 'sn'], > > Map => [ > > # var,frontend,storage,shown,required,storage-type, http-link, > readonly > > [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '',0 > ], > > [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '',0], > > [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var', '',0], > > [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '',0], > > [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '',0], > > # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '',0], > > ], > > }; > > > > ###############sync-ldap2db.pl################## > > > > my $UidLDAP = 'domain\otrsagent'; > > my $UidDB = 'otrs'; > > > > my %Map = ( > > # db => ldap > > email => 'mail', > > customer_id => 'mail', > > first_name => 'givenname', > > last_name => 'sn', > > pw => 'password', > > > > ); > > > > my $LDAPHost = 'server.domain.org'; > > my %LDAPParams = (); > > my $LDAPBaseDN = 'ou=users,dc=domain,dc=org'; > > my $LDAPBindDN = 'domain\otrstest'; > > my $LDAPBindPW = 'secret'; > > my $LDAPScope = 'sub'; > > my $LDAPCharset = 'utf-8'; > > > > #my $LDAPFilter = ''; > > my $LDAPFilter = '(ObjectClass=*)'; > > > > my $DBCharset = 'iso-8859-1'; > > my $DBTable = 'customer_user'; > > > > > > ______________________________________________________________________ > > This email has been scanned by the Rebekah Children's Services Email > Security System. > > **** Confidentiality Notice ***** > > The information contained in this e-mail, and any attachment, is > private and confidential and is the property of Rebekah Children's > Services. The information is intended only for the use of the intended > recipient. If you are not the intended recipient, you are hereby > notified that any disclosure, copying, distribution, or taking of any > action in reliance on the contents of the information is strictly > prohibited. If you have received this e-mail in error, please > immediately notify the sender and destroy all copies of the original message. > > All reasonable precautions have been taken to ensure no viruses are > present in this e-mail. We do not accept responsibility for any loss > or damage arising from the use of this e-mail or attachments. We > recommend that you subject these to your virus checking procedures prior to use. > ______________________________________________________________________ > > --------------------------------------------------------------------- > 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/ > -- Best regards, Edmond Chan

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