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Re: [otrs] how to connect the services to Queues - problem is resloved
by ramana 03 Feb '10

03 Feb '10

Hi Every One, The below given example i wrote the ACL like this. Now my problem is resolved. Can we able to write this Code into too shot. # ----------------------------------------------------------------------- # start of ACL configurations # ----------------------------------------------------------------------- $Self->{TicketAcl}->{'ACL-Customer-Services'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage']}, }, # hide the service's for Queues PossibleNot => {Ticket => { Service => ['[RegExp]::','[RegExp]^*']} } }; $Self->{TicketAcl}->{'ACL-Name-1'} = { # match properties Properties => { Queue => { Name => ['[RegExp]^Network'] }, }, PossibleNot => { Ticket => { Service => ['[RegExp]::','[RegExp]^AnitVirus', '[RegExp]^Network problem', '[RegExp]^VPN problem', '[RegExp]^Link-Problem'], }, }, }; $Self->{TicketAcl}->{'ACL-Name-2'} = { # match properties Properties => { Queue => { Name => ['[RegExp]^Desktop'] }, }, PossibleNot => { Ticket => { Service => ['[RegExp]::', '[RegExp]^PCnotBooting', '[RegExp]^MotherBoardProblem', '[RegExp]^Ram Problem', ], }, }, }; # ----------------------------------------------------------------------- # end of ACL configurations # ----------------------------------------------------------------------- ramana wrote: > Hi all, > > Guys, is there a way to connect Services to the Queues and not to > Customer > > Kindly help me on this below example if any solution. > provide the code for this Example. > > > Here i have create two Queues and Six services, three are Network > related and remaining three are Desktop related. > > Question: When customer is selecting the Network Queue they should be > able to see only 3 Network services. > Desktop Queue they should be > able to see only 3 Desktop services. > > > Queues : 1) Network 2) Desktop > Services a) Network problem a) > PC not Booting > b) VPN problem b) > Mother Board Problem > c) Link-Problem c) > Ram Problem > > > Kindly help me on this above example if any solution. > provide the code for this Example. > > > Thanks & Regards, > Ramana > > > >

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Selected preferred Queue
by Guillaume Rehm 03 Feb '10

03 Feb '10

Hi again, Is it possible to configure for all agent, that they receive notifications for all queues they have access ? I configure my roles, so each agent have good rights on queues, but they manually select all their queues in preferences. Do you know if it's possible to select them for their ? 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

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Installed, but error when email reply to ticket
by Gregory Heffron 03 Feb '10

03 Feb '10

I just installed the latest OTRS package (2.4.6) on a server running RedHat 5.4. Everything runs great, except when I try to reply to tickets. When I click on any of the responses listed under "Compose Answer (email)," I get this blank screen with the following error: Can't locate object method "new" via package "Net::DNS::Resolver" at / opt/otrs/bin/cgi-bin/../../Kernel/System/CheckItem.pm line 154. Any ideas? Note that "Contact customer (phone):" works perfectly. Best, Greg ps: I'm a newbie, and am making an uneducated guess. I found the following info on cpan about Net::DNS::Resolver under the method "new": > Files except for /etc/resolv.conf must be owned by the effective > userid running the program or they won't be read. I'm wondering if the user "otrs" doesn't own files it needs.

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ListCustomers
by Henry Devito 02 Feb '10

02 Feb '10

Is there a way to select from a list customers istead of searching for customers?

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Problem after removing
by Rodrigo L.G. - Bit4id 02 Feb '10

02 Feb '10

Dear all, I was going to test OTRS on a server where I had another webapp, that was working fine. After testing OTRS, I removed its package through apt / aptitude. The problem I face now is that the other webapp is unreachable, throwing a 500 error. Other files/folders (static) on the server are OK, but cannot connect to that web application. Any idea what could OTRS have changed on Apache to restrict/block access in some way? Thanks. Rodrigo

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sysconfig docs?
by Jefferson Davis 02 Feb '10

02 Feb '10

I'm trying to find the cubbyhole where the window title/system name is set - we are starting to implement a couple of OTRS instances and I need to visually differentiate them. Header and foot colors would be handy, as well as changing some of the logos or headers. Thanks, -Jeff -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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SetPermissions.sh
by Eric Banks 02 Feb '10

02 Feb '10

I am trying to run the SetPermissions.sh file to run the Package Manager. I ran it with the otrs wwrun parameter, didn't work, I tried to run it with otrs nobody and it didn't give errors but didn't allow access to package manager either, and also I tried to use administrator nobody and again no errors but no access. I am currently running on the administrator account on a Ubuntu machine.

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Sync Active Directory Groups and Otrs Roles in OTRS 2.4.6
by Guillaume Rehm 02 Feb '10

02 Feb '10

Hi all, I try to sync Active Directory groups and Otrs Roles in OTRS 2.4.6. In found this doc http://lists.otrs.org/pipermail/otrs/2009-November/029206.html from the list. But if have some problem to implement it. Before testing, OTRS works fine with AD sync for Agents. I have created 1 AD group called Inscriptions like this cn=Inscriptions,ou=OTRS,ou=Pro,dc=exploitation,dc=local I put the AD account of 1 agent into it (in AD, adlogin). I modified my Config.pm file like this : $Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'member'; # I have test memberOf, MemberOf, memberUid $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN'; # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = { # ldap group 'cn=Inscriptions,ou=OTRS,ou=Pro,dc=exploitation,dc=local' => { # otrs role 'Inscriptions' => 1, } }; In OTRS log if have this: User: adlogin not in GroupDN='cn=Inscriptions,ou=OTRS,ou=Pro,dc=exploitation,dc=local', Filter='(member=CN=My Name,OU=Pro,DC=exploitation,DC=local)'! (REMOTE_ADDR: X.X.X.X). User: 'adlogin' sync ldap groups cn=Inscriptions,ou=OTRS,ou=Pro,dc=exploitation,dc=local to roles! User: 'adlogin' changed password successfully! User: 'adlogin' updated successfully (1)! User: adlogin (CN=My Name,OU=Pro,DC=exploitation,DC=local) authentication ok (REMOTE_ADDR: X.X.X.X). adlogin = my sAMAccountName, member of AD group Inscriptions I think OTRS find the AD group (if I give an unkown name, I have an other error), but can't test if the agent account is member of the group. Anyone have an idea ?? Thanks in advance for your help. OTRS is a great product and I like it ;-) -- 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

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Re: [otrs] [PROBLEM] How to manually insert problem-mails into thequeue?
by Florian Houel 02 Feb '10

02 Feb '10

Michiel, That's a nice solution and it works on a windows box as well. The "problem-email-...." files have to be dropped manually when successfully PostMaster-ized. Did someone already write something to monitor that var/spool area ? Have a nice day, Florian. -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Michiel Beijen Envoyé : lundi 1 février 2010 19:41 À : User questions and discussions about OTRS. Objet : Re: [otrs] [PROBLEM] How to manually insert problem-mails into thequeue? Hi Aron, You can use the PostMaster.pl in otrs/bin for this: from your otrs directory, run "bin/PostMaster.pl < problem-email......" hth, -- Michiel Beijen R&D Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Mon, Feb 1, 2010 at 10:01 AM, Aron Rotteveel <rotteveel.aron(a)gmail.com> wrote: > Hi everyone, > I have recently made a fresh install of OTRS and edited the ticket > statuses and priorities to my own needs; I then discovered this leads > to problems processing the mail if the default states are not configured correctly. > I fixed this now, but this problem has resulted in a couple of mails > being stuck in my queue: >> >> aron@boson:/opt/otrs/var/spool$ ls -la >> >> total 32 >> >> drwxrwsr-x 2 otrs www-data 4096 2010-02-01 09:48 . >> >> drwxrwxr-x 13 otrs www-data 4096 2010-01-30 20:22 .. >> >> -rw-r--r-- 1 otrs www-data 5756 2010-02-01 09:09 >> problem-email-3a722d2e7ca7f009e7452a4499fd2827 >> >> -rw-r--r-- 1 otrs www-data 4967 2010-01-31 22:03 >> problem-email-9b9863011cc60fe81df863e7bad74692 >> >> -rw-r--r-- 1 otrs www-data 6538 2010-02-01 09:18 >> problem-email-d91410338ab3c9f4ec45a6b6cbc02bc1 > > Is there a way to fix this and manually insert these mails into the queue? > -- > Best regards, > > Aron Rotteveel > > --------------------------------------------------------------------- > 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/ > --------------------------------------------------------------------- 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/

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Re: [otrs] new tickets created with AgentTicketPhone or AgentTicketEmail
by hdevito＠rivercitynetworks.com 02 Feb '10

02 Feb '10

Look in responses<->queues/autoresponses - queus in admin. Also make sure sendmail or smtp settings are correctm ------Original Message------ From: magicboiz Sender: otrs-bounces(a)otrs.org To: otrs(a)otrs.org ReplyTo: User questions and discussions about OTRS. Subject: [otrs] new tickets created with AgentTicketPhone or AgentTicketEmail Sent: Feb 2, 2010 05:03 Hi there!! why new tickets created with AgentTicketPhone or AgentTicketEmail do not generate a new email for the customer with the TicketID?? Is this the normal behavior or can i modify it trough the sysconfig area? Thanks in advance! --------------------------------------------------------------------- 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/ Sent from my BlackBerry®

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