- otrs - OTRS mailing lists

customer database and LDAP
by Chris Johnson 09 Feb '10

09 Feb '10

Greetings, I'm using OTRS 2.4.5 and I'm trying to figure out if I can configure both LDAP lookups and have the OTRS built in customer database be searched for customer information in tickets. I found a document stating that it could be done in 2.3, and here's the URL: http://doc.otrs.org/2.3/en/html/x1638.html however, I don't see mention of it in the 2.4.5 documentation. Is this valid on both? Thanks, Chris Johnson IT Manager Technogym USA 830 4th Ave South, Suite 300 | Seattle, WA 98134 Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332 Mobile: (206) 245-6648 | Fax: (206) 623-1898 Email: cjohnson(a)technogymusa.com | www.technogymusa.com<http://www.technogymusa.com/> [cid:image9a91cc.jpg@0da9a6e2.b0da4929] Please visit our website for information on our Wellness Solutions at http://www.technogymusa.com<http://www.technogymusa.com/> Disclaimer: This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company.

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Require "Customer ID" on a New E-mail or Phone Ticket
by Tim Seeman 09 Feb '10

09 Feb '10

Hello all, I'm wondering if there's a way to make "CustomerID" a mandatory requirement before saving/creating a new ticket. I've searched and found that some people have had the same question, however I haven't been able to find the answer. Any help would be appreciated...Thanks! Regards, Tim Seeman

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OTRS not automatically polling for new mail
by Chris Johnson 09 Feb '10

09 Feb '10

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,

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Re: [otrs] Displaying Full Ticket State in Ticket Zoom
by J N 09 Feb '10

09 Feb '10

This is just a tip in case anyone is trying to figure it out. On the ticket zoom, there is a section to the right in gray that displays several bits of information about the current ticket (state, child tickets, queue, etc). My users really got tired of seeing only the partial text of the actual State and then having to wait for the alt text to pop up. Only 18 characters are shown by default. To fix this the quick and dirty way (will be overwritten by future updates - so not recommended). 1. Edit /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl 2. Change this line : <div title="$Quote{"$Text{"$Data{"State"}"}"}">$Quote{"$Text{"$Data{"State"}"}","18"}</div> To: <div title="$Quote{"$Text{"$Data{"State"}"}"}">$Quote{"$Text{"$Data{"State"}"}",}</div> Of course, if you want to do this the correct way, you will need to copy the AgentTicketZoom.dtl file to your on template directory and edit the file inside that directory. I hope this helps someone. Justin Noel Calendee LLC <http://www.calendee.com/>

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FAQ Module and inserting into replies.
by Morten Bøhmer 09 Feb '10

09 Feb '10

Hi When inserting FAQ documents in replies, only the Subject field gets changed. The message body only gets a few line breaks and no text. Anyone know how to fix ? OTRS 2.4.5 / ITSM 1.3.2 Best regards Morten B

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Queues and New Ticket
by Nuno Ranito 09 Feb '10

09 Feb '10

Hello How can I restrict which queues the client can see to insert a new ticket? For instance, I want user A to access queue "Aplications" and "Network", and user B to insert new ticket in queue "Billing". Thank you for any help. -- Neos IT | www.neosit.pt Instituto Pedro Nunes | R. Pedro Nunes | 3030–199 Coimbra | Portugal Tel +351 210 105 610 | Fax. +351 239 101 108 Tm +351 913 699 961 | E-mail nranito(a)neosit.pt [ Antes de imprimir esta mensagem pense no ambiente. Before printing this message, think about environment ] NOTA DE CONFIDENCIALIDADE: Esta mensagem poderá conter informação privilegiada e confidencial. Se não é o destinatário da presente comunicação, agradecemos que nos informe e elimine a mensagem sem que a mesma seja divulgada, distribuida ou copiada. CONFIDENTIALITY: This e-mail and any attachments are confidential and may be privileged. If you are not a named recipient, please notify the sender immediately and do not disclose the contents to another person, use it for any purpose or store or copy the information in any medium.

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PROPER STANDARD procedure for upgrade
by Otrs Customer 09 Feb '10

09 Feb '10

Hi all, is there a proper standard procedure how to upgrade/patch OTRS on different OS ? I'm using Fedora and OTRS 2.4.4 and I've browsed the lists all over and found million opinions on upgrade. It seems that there is no standard procedure at all... Some people even say that rpm -Uvh <rpm_name> will do the job but I'm not sure - maybe I'm a bit doubtful because I've read so many opinions on this matter. So is there ANY proper standard procedure how to upgrade/update/patch OTRS from 2.4.4 to 2.4.7 on Fedora ? Thanks, Cheers

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Customer Logins
by Garren McKelvey 09 Feb '10

09 Feb '10

I know I'm going to feel stupid asking this.... I'm having an issue with customer user logins. I have made user accounts for all of my company's customers so they can view their tickets. But when I go to the login page none of the customer user accounts I created work. It says I have an invalid username/password. I've checked to make sure I'm not doing something really dumb like misspell the name, and I'm not. I also looked through the FAQ and help manuals and can't find anything that has to be specifically turned on to make it possible for customers to log in. Anyone have any ideas? -Garren McKelvey

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using notifications
by manish ramteke 09 Feb '10

09 Feb '10

Hi, Please let me know how to use notifications in OTRS.2.4.5 Regards, Manish Ramteke

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Is there a possibility to display Full Name in place of UserName on Customer login->Mytickets-->Owner
by ramana 09 Feb '10

09 Feb '10

Hi Every One, In the Customer login--> MyTickets--> Owner--> it is displaying the UserName Is there a possibility to display Full Name. ??? That would be great ! Regards, Ramana

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