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Edit or enter the create timestamp
by Volker Perlmann 14 Feb '10

14 Feb '10

Hello all! Because I hat to add some tickets afterwards frequently, it is necessary for me to enter (or - if entering ist not possible - to modify) the ticket creation timestamp. Is it possible to realize that? There was a similar question years ago and the answer was "not yet". But that was years ago :-) Thanks for your answers Volker _________________________________________________________________ http://redirect.gimas.net/?n=M1001xHM2 Hotmail macht’s dir leicht: Versende vorgeschriebene Neujahrsgrüße

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Re: [otrs] Emailing from OTRS question
by Neil Grantham 14 Feb '10

14 Feb '10

OK, I've followed all David's tips/suggestions here, but there are no emails going to either the agent or the customer still. What else should I check, and how? Thanks Neil > Hi Neil, > > After an OTRS install you essentially have a clean slate, you must > customise it to meet your requirements. There's no best setup for a > ticketing system to be applied to all situations, therefore post-install, > OTRS will give you the most basic setup. > > From reading your e-mail there are essentially two categories that your > queries fall under: > > > *Agent Notification*: > > Log into OTRS as an agent, then click on the preferences icon. > Locate the middle column, titled as [ Mail Management ] You need to > configure whether or not you want notifications based on specific actions, > such as: > > - Send me a notification if there is a new ticket in "My Queues". > - Send me a notification if a customer sends a follow up and I'm the > owner of the ticket or the ticket is unlocked and is in one of my > subscribed > queues. > - Send me a notification if a ticket is unlocked by the system > - Send me a notification if a ticket is moved into one of "My Queues". > > Select either Yes or No for each, and after each individual change click > the respective "Update" button. > > In conjunction with the above, you need to be "subscribed" to queues. This > is located in the third column- [Other Options] > > Select the queues you want to be notified about, and then click on update > (hold down the ctrl key to select multiple queues). > > *Customer Notifications* > > Click on the Admin button once logged in as an agent. > Locate the "Auto Responses <-> Queue" button. > Select the Raw queue. > Select the auto responses that you want set up for specific actions. Such > as when a new ticket has been raised. > Click update. > Click the actual response to change what it's the message. > > Unless you've changed the mail settings, all new e-mails will be placed in > the "Raw" queue. > > I hope the above answers your questions, feel free to reply back if you > require further elaboration. > > Regards, > > David

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Emailing from OTRS question
by Neil Grantham 13 Feb '10

13 Feb '10

Hi all This is my first posting. I have successfully installed OTRS to evaluate/develop prior to using it (hopefully) as our ticket system. I have installed on XP Pro, and all seems to be working OK, apart from email. I am presuming that OTRS set-up installs it's own mailing system? However, I've logged in as a 'customer' and an 'agent' in separate windows, and opened a ticket, but there is no notification email arrived in my Inbox. Also, the 'customer' email didn't get a notification of the new ticket. I could be missing something obvious. Perhaps notifications aren't created 'out of the box'? Do I need to set these up first? Thanks for your advice Neil

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Ticket Subject Rules
by Gazizov Andrey 12 Feb '10

12 Feb '10

Good day. Is it possible in OTRS when creating new ticket if the subject of it failed to meet certain conditions (described in configs or other places) ticket has not created and an error message is printed? Thanks in advance. -- Best regards, Andrey Gazizov

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Found no ID for 3! in error log
by Calvin Schmidt 12 Feb '10

12 Feb '10

I've been seeing quite a few of these entries in my otrs log. Can anyone tell me what they are? Should I be concerned? References the "OTRS-CGI-10" facility in the log entry list if that helps any. Thanks, Calvin

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OTRS and Active Directory Authentication/Synchronization
by Theofanis Katsiaounis 12 Feb '10

12 Feb '10

Hello. I am kinda new to OTRS and i am trying to setup a server for my company. I managed to install OTRS (version 2.3 for ubunu) and make it use an Oracle Database (using Ubuntu Server 9.10 and DBD::Oracle etc etc etc). Up to there everything OK. Otrs works fine i logged int with the default usr/passwd. I configured AD authentication and it works fine. If i create the users myself i can use no password and then login with my windows credential. What i cannot do is import AD users to the OTRS DB so i everytime i add a user n AD to have it synched to OTRS. Also with some settings i got to a point where for half of my (AD) users OTRS did not login due to wrong usr/poasswd and some of them gave panic no user data . My settings are $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'host.domain.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=domain, dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'user'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'pass'; With these i can use AD just for authentication but not for synching.To synch i used: #Start of LDAP Synchronization $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'host.domain.com'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=domain, dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'user'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'pass'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; But no luck. Please i could use some help with this because i have many users. I will add them to groups myself but i need the import feature. Thanks in advance. P.S. I only want to authenticate agents and not customers.

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Show locked Tickets in AgentTicketQueue
by Jan.Dreyer＠bertelsmann.de 12 Feb '10

12 Feb '10

Hi @ll, is it possible to show locked tickets in agent's ticketview, too? OTRS 2.3.4 Greetings Jan Dreyer

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Enable the bounce feature in OTRS?
by Tore Lønøy 12 Feb '10

12 Feb '10

Hello, Currently running OTRs 2.4.5. I've added all possible permissions (note, close, pending, customer, freetext, move, compose, responsible, forward, and bounce) which is included by default to $Self->{'System::Permission'}. Also, given the appropriate roles access to the bounce feature for all queues. But, where is the button that let agents use this feature? If I try to the the module directly like this: http://localhost/otrs/index.pl?Action=AgentTicketBounce&TicketID=4&ArticleI… I get this error: Error: No plain article (article id 21) in database! If i remove the ArticleID var: http://localhost/otrs/index.pl?Action=AgentTicketBounce&TicketID=4 If get this: Error: Need ArticleID! But if I add and change the ArticleID to 1: http://localhost/otrs/index.pl?Action=AgentTicketBounce&TicketID=4&ArticleI… Then the feature works, but the ticket ID it wants to bounce is wrong. So, where is the button that let agents use this feature? This feature is not really well documented :) Best regards, Tore Lønøy

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customer Follow-Up notificatio after agent update via e-mail
by samuel 12 Feb '10

12 Feb '10

Hi folks, I've been trying to set up a queue where agents update ticket status via e-mail but when doing so, customer who created the ticket, does not get the follow-up message as if the agent would have updated the ticket via OTRS web interface. I'm using OTRS 2.3.4 and have set up X-OTRS-FollowUp-SenderType to agent and in the web interface, OTRS detects the e-mail update as coming from an agent. The only missing part is the notificatio to the customer containing the message sent by the agent. Is it possible? Can anyone shed some light on this issue? Thank you very much in advance, Samuel.

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Sending one ticket to multiple customer at a time in OTRS
by Namwoonde, Letty 12 Feb '10

12 Feb '10

Hi all Kindly assist, I would like to send a ticket to multiple customers at once using OTRS, or getting an option to choose and select more than one customer and send the same ticket to them. Thanks Regards Letty

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