- otrs - OTRS mailing lists

Followup notification
by Guillaume Rehm 10 Feb '10

10 Feb '10

Hi, How to notify on followup a ticket owner by Notification (event) interface ? I would like to notify ticket owner about followup by customer. But I can't select prefered queue for all my agents. And if agent doesn't selected there prefered queues they aren't notify ! Is that why I use Notification (event) to notify them on TicketCreate event. But how to do that on followup ? Do you have an idea how to resolve this problem ? Thanks in advance for all your help. -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

2 1

UPN (User Principal Name) Active Directory logon problem
by Vesa Jylhä 10 Feb '10

10 Feb '10

Hi, I've been managing to configure my OTRS installation to allow users authenticate against Active Directory using their pre win 2000 style account (for example "testperson"). I was wondering would it be possible to use their UPN (User Principal Name) testperson.testing(a)localhost.intra<mailto:testperson.testing@localhost.intra> account to log in? Below is my current configuration, whatkind of changes i should do? My Config.pm: #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'domaincontroller.localhost.intra'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=localhost,dc=intra'; $Self->{'Customer::AuthModule::LDAP::UID'} = '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::SearchUserDN'} = 'CN=otrsuser,OU=Users,OU=KSRK,DC=localhost,DC=intra'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'password'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'domaincontroller.locahost.intra', BaseDN => 'DC=localhost,DC=intra', SSCOPE => 'sub', UserDN =>'CN=otrsuser,OU=Users,OU=KSRK,DC=localhost,DC=intra', UserPw => 'password', }, # 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_ldap_allow_c,OU=Groups,OU=KSRK,DC=localhost,DC=intra'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'

1 0

CSS Theme Won't Apply
by Justin Noel 10 Feb '10

10 Feb '10

I'm using OTRS 2.4.6. I have a theme called GOPS. I have it entered in the database properly. The structure is built properly as follows : /opt/otrs/Kernel/Output/HTML/GOPS /opt/otrs/var/httpd/htdocs/css/GOPS The HTML theme works just fine. Any changes to .dtl files I make in the GOPS directory are reflected in the output. Unfortunately, the css changes will not take effect. When troubleshooting, I see the HTML header is calling the css file at /otrs-web/css/Standard/agent.css instead of /otrs-web/css/GOPS/agent.css How in the world do I get OTRS to use the GOPS css file? The permissions, owner, and group are all set properly (even a little non-restrictive): drwxrwxr-x 6 otrs daemon 4096 Feb 10 02:51 . drwxrwxr-x 6 otrs daemon 4096 Jan 13 11:19 .. drwxrwxr-x 2 otrs daemon 4096 Feb 10 02:51 GOPS drwxrwxr-x 2 otrs daemon 4096 Jan 12 14:58 Lite drwxrwxr-x 3 otrs daemon 4096 Jan 12 14:58 overcast drwxrwxr-x 2 otrs daemon 4096 Jan 12 14:58 Standard [root(a)myserver.com GOPS]# ls -la total 28 drwxrwxr-x 2 otrs daemon 4096 Feb 10 02:51 . drwxrwxr-x 6 otrs daemon 4096 Feb 10 02:51 .. -rw-rw-rw- 1 otrs daemon 8996 Feb 10 02:52 agent.css -rw-rw-rw- 1 otrs daemon 6039 Feb 10 02:51 customer.css

2 1

How to use GenericAgent and brief about fields
by manish ramteke 10 Feb '10

10 Feb '10

Hi, Please suggest how to use Generic Agent (on web interface) and give brief of each related fields. Thanks in advance for help. Regards, Manish Ramteke

1 0

[OTRS] Junk Mail
by Anil Jethiji 10 Feb '10

10 Feb '10

Is there any way in which I can use the 'Outlook style' of filtering Junk Emails? So, I want to remove/move to a junk queue, any mail that has a certain word in the subject or body? Thanks. --- Anil Jethiji, Senior Data Centre Technician, IFL Email: anil.jethiji(a)internetf.co.uk T: 0845 126 1616 F: 0845 126 1617 D: 0161 850 0471 M: 0782 35 36 398 www.internetf.co.uk ~~ Business Class Data Centres ~~ IFL is a trading name of Internet Facilitators Limited. Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN. Registered in England. Company No. 3342636

3 3

Re: [otrs] Spanish Charset problems
by magicboiz 10 Feb '10

10 Feb '10

I don't understand....the client is the perl dbi interface used by otrs code....... isn't it? look at this pls: http://www.dev411.com/blog/2006/10/02/perl-mysql-and-utf-8 On Martes 09 Febrero 2010 23:40:34 Nils Leideck - ITSM escribió: > HI, > > On 09.02.2010, at 07:45, magicboiz wrote: > > | character_set_client | latin1 | > > | character_set_connection | latin1 | > > | character_set_database | utf8 | > > | character_set_filesystem | binary | > > | character_set_results | latin1 | > > | character_set_server | latin1 | > > | character_set_system | utf8 > > > > the client i use is this: > > > > otrs-server:~# mysql -h localhost -p > > you shold make sure that your MySQL connection is in utf-8 as well. > This is for most systems the default when using MySQL Server 5.x > Ask your DBMA or consult the MySQL Documentation please. > You shold find most of the configuration in your my.cnf file ... mostly > located in /etc/ or /etc/mysql/ > > Nils Leideck

1 2

basic use of otrs
by Bucke D.J. 10 Feb '10

10 Feb '10

Hi Apologies if these questions are obvious but.... We are trying to setup OTRS for use for the first time and need a bit of guidance. Basically under what circumstances would you use the dashboard. >From what I can see the best way to use OTRS is to use the queue view status which show all incoming mail. Is that the way most others use it or do people take advantage of the dashboard? Am also trying to work out what the relationship is between the ticket states new and open. Can anyone explain this? Does anyone have access to a guide which might explain the basics? Have searched the internet and the mailings but cant find anything Hope someone can help Thanks Dave Bucke

3 2

Default Ticket state after Agent Response
by Constantinos Giatras 10 Feb '10

10 Feb '10

For some reason after an Agent responds to a New ticket, the default "Next State" is always Closed. What config option is used to change what the default state is? thanks, kosta

3 2

Transfer ticket to a mailing list
by Guillaume Rehm 09 Feb '10

09 Feb '10

Hi list, Is it possible to transfer in real time all tickets moved into a specific queue to a mailing list (or a simple mail address) ?? I wouldn't like to use transfer link into ticket zoom but I would like to use the move to specific queue dropdown list function. Is it possible ? And how ? I don't have any Agent account with this email address ! Thanks in advance for your help. -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

2 3

Re: [otrs] OTRS not automatically polling for new mail
by Chris Johnson 09 Feb '10

09 Feb '10

Ah, the crontab for the user otrs was cleared out. I su'd to otrs and ran Cron.sh start and that seems to have fixed this. Thanks for looking into it! Chris From: Chris Johnson Sent: Tuesday, February 09, 2010 1:24 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] OTRS not automatically polling for new mail This is what I get when I hit the "Run Now", it grabs the mail, and creates a ticket and sends out the notifications to the agents... however, it's just not doing it every minute or whatever it is supposed to do it. As you can see, I sent in an email, forced a "Run Now" and it worked just fine. It's just not automagically polling. Chris Time Priority Facility Message Tue Feb 9 05:19:27 2010 notice OTRS-CGI-11 IMAP: Fetched 1 email(s) from tsi/mail.tgusa.com. Tue Feb 9 05:19:27 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'ecarson(a)tgusa.com'. Tue Feb 9 05:19:27 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'byu(a)tgusa.com'. Tue Feb 9 05:19:27 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'kmccabe(a)tgusa.com'. Tue Feb 9 05:19:26 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'kberdine(a)tgusa.com'. Tue Feb 9 05:19:26 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'ycisneros(a)tgusa.com'. Tue Feb 9 05:19:26 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'cjohnson(a)tgusa.com'. Tue Feb 9 05:19:25 2010 notice OTRS-CGI-11 Sent auto response (SendAutoReply) for Ticket [2010020911000021] (TicketID=127, ArticleID=457) to 'Chris Johnson <cjohnson(a)tgusa.com>'. Tue Feb 9 05:19:25 2010 notice OTRS-CGI-11 Sent email to 'Chris Johnson <cjohnson(a)tgusa.com>' from 'Technical Support Inbox <tsi(a)tgusa.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2010020911000021] RE: testing 2; Tue Feb 9 05:19:25 2010 notice OTRS-CGI-11 New Ticket [2010020911000021/testing 2] created (TicketID=127,Queue=Service,Priority=3 normal,State=new) Tue Feb 9 05:19:25 2010 notice OTRS-CGI-11 Take UserCustomerID (cjohnson(a)tgusa.com) from customer source backend based on (cjohnson(a)tgusa.com) Tue Feb 9 05:19:25 2010 notice OTRS-CGI-11 Take UserLogin (cjohnson) from customer source backend based on (cjohnson(a)tgusa.com) From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Holder Sent: Tuesday, February 09, 2010 3:10 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS not automatically polling for new mail Hi Chris, What is displayed in your system log? try and run the postmaster mail account (press the "x" underneath "Run Now") and check the log to see what's happening, this will give us more information to resolve the issue. Thanks, On Tue, Feb 9, 2010 at 12:29 AM, Chris Johnson wrote: Greetings, I believe that in trying to set up a Customer LDAP and Database data stores that OTRS may have gotten 'confused'. I pulled the offending configuration, and OTRS seemed to behave properly again, however, it is now not polling for new mails in my IMAP accounts. What may be the cause of this? How do I remedy this? Thanks, --------------------------------------------------------------------- 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/

1 0