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AD Synch
by Troy Shafer 04 Feb '10

04 Feb '10

I have searched and searched but can't seem to find the answer. So i setup the Config.pm to use AD authentication.. then of course i got the Panic! No user data! error. We have over 3,000 employees. I'm not going to sit here and create an account for each of them. I do have it searching AD successfully and autheniticating against AD. I've seen examples of user synchronization on the web and everytime i try those code in the config file and restart apache i can't login to otrs with an AD account or root@localhost. Essentially i'm looking for the code that will allow authentication against AD without the user needing to be in the otrs db... or.. When authenticated against AD the user is automatically created in the OTRS DB.. or some variation that doesn't need me to create 3000 accounts by hand. -Troy

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Customer Groups
by Constantinos Giatras 04 Feb '10

04 Feb '10

I have tried to get Customer Groups working so Customers could Read a Queue from the customer interface. Can someone explain if this is how it is supposed to work? After enabling customer groups and adding a queue to that group, and then adding a user to that group I still can not see tickets from that queue inside customer interface. Could someone please let me know if this is how it should work and why it may not be working? thanks, kosta

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Increasing the comment box
by Garren McKelvey 04 Feb '10

04 Feb '10

I am looking to increase the size of the comment box when I edit customer information. I want to be able to see entire comments for each customer when I am making a ticket. Right now the comment cuts off after 22 characters. I found this in the CustomerUser.pm file set customer user preferences $CustomerUserObject->SetPreferences( Key => 'UserComment', Value => 'some comment', UserID => 'some-login', ); Unfortunately I'm not sure what to type in to make the box bigger and the characters not cut off. Am I even in the right place? -Garren McKelvey Roomlinx Network Support Engineer 2150 West 6th Avenue, Suite H Broomfield, Colorado 80020 gmckelvey(a)roomlinx.com <mailto:gmckelvey@roomlinx.com> Phone: 303-544-1111 xt. 112 Fax: 303-544-1110 http://www.roomlinx.com <http://www.roomlinx.com/> Stock Symbol: RMLX "The information contained in this message may be privileged, confidential, and protected from disclosure. If you are not the intended recipient, or an employee, or agent responsible for delivering this message to the intended recipient, you are hereby notified that any dissemination, distribution, or copying of this communication is strictly prohibited. If you have received this communication in error, please notify us immediately by replying to the message and deleting from your computer. Opinions, conclusions, and other information in this message that do not relate to official Roomlinx business are those of the sender and are neither given nor endorsed by Roomlinx INC.".

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installing faqs
by Michael Mitchell 04 Feb '10

04 Feb '10

Hello I'm trying to install otrs package FAQ and keep getting this error can anyone provide some knowledge Error: MySQL server has gone away, SQL: 'INSERT INTO package_repository (name, version Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech mmitchell(a)6ave.com 973-924-2900 Office

2 1

how to register a customer automatically?
by Enrique Madrid 04 Feb '10

04 Feb '10

Hi, is possible register a customer with its email as a user id, when a new ticket is queued? -- Enrique J. Madrid M. Telf. +51(1)9-9277-9074 / +51(1)461-7309 emadridm(a)gmail.com

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ACL takes no effect
by Ilya Kornev 04 Feb '10

04 Feb '10

Hi. Our agents need to have the Priority link in TicketZoom even if they're not owners of a ticket. I thought this ACL could help: # ticket acl $Self->{TicketAcl}->{'ACL-Priority'} = { # match properties Properties => { }, # return possible options (white list) Possible => { # possible ticket options (white list) Action => { AgentTicketPriority => 1, }, }, }; I inserted it to C:\OTRS\OTRS\Kernel\Config.pm just above the following line # ---------------------------------------------------- # # fs root directory saved the file and restarted Apache. However, when I logged to OTRS and zoomed into a ticket not owned by me, I didn't see Priority on the Actions pane. What am I missing? Thank you. Ilya

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Cc on notifications
by Lars Jørgensen 04 Feb '10

04 Feb '10

Hi, Somebody is going to make an app to get data out of OTRS when tickets changes. He would prefer to receive updates by mail. The easy way to do this would be to add a Cc to all notifications and direct that to an address read by the new app. Is this possible? -- Lars

2 2

Icons on the NavBar of the Dashboard
by Lars Jørgensen 04 Feb '10

04 Feb '10

Hi, Is it possible to add icons to the NavBar on the Dashboard? Our agents would like to enter the search dialog directly from the dashboard. -- Lars Jørgensen Gyldendal IT Infrastruktur itlj(a)gyldendal.dk 33 75 57 95

2 2

Priority sorting in Locked Tickets
by Lars Jørgensen 04 Feb '10

04 Feb '10

Hi, When I go to "locked tickets" to see all the tickets I am currently working on, I get options for sorting various columns in the small view (OTRS 2.4.6). Why can't I sort on priority? I thought this was the most obvious thing to do. -- Lars

1 0

how to move a ticket into a queue based on the timezone
by ramana 04 Feb '10

04 Feb '10

Hi all, how to move a ticket into a queue based on the timezone from where the user has raised the request, let us say for example a user raises a trouble ticket from US (EST) the ticket should move to US (EST Timezone), he need not select the queue, if a user is opening a ticket from London it should move to UK Queue again the user need not select UK Queue Please help can any one resolve this. I am using OTRS 2.4.6 on fedora 11. Regards. Ramana

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