- otrs - OTRS mailing lists

Mail To Ticket Issue
by Saleh Ghaleb 14 Apr '16

14 Apr '16

Hi All, We are trying to integrate Microsoft Outlook with OTRS through an Outlook Add-in, In our soution Outlook will have a special form that resembles OTRS's new ticket form and the data sent to otrs through email. Everything works OK, form is shown in Outlook , Email sent correctly, OTRS can fetch the email, BUT the X-OTRS-* headers are missing. Am sure it is included in the email, I tried sending the email to other destinations and checked the headers are there but OTRS can not read/parse the headers from Outlook/Exchange. Any thoughts about this? Thanks, Saleh

1 0

Mapping from CustomerDB with duplicate mail addresses
by Stephan Schenk 11 Apr '16

11 Apr '16

Hi, I have a problem on the assignment of customer data from a second customer db. Sometimes a customer is several times in this db. It has the same basic data (name, title, ..., also multiple times with the same mail address) but different further data like a shop he is responsible for, and another, ... Every record has a unique id (not mail address). See structure below. When there comes a ticket/mail of this (multiple existing) customer OTRS doesn't know which record to choose. This is ok for this case that the mail address is duplicated. Then the agent would choose the correct customer manually. If I take the unique id as CustomerKey the customer data will never be shown in ticket zoom (even if record/mail adress is unique in db). If I take email as CustomerKey the assignment is working on incomming tickets but if the agent searches for a different record of thsi customer he allways gets only one search result. Surely because OTRS takes CustomerKey as db primary key. The customer mySQL db looks like this (extract): # id, login, email, title, first_name, valid_id, shop, cluster, status '307880', 'info(a)123.de', 'info(a)123.de', NULL, 'Winrich', '1', '123.de', 'E', '21' '307881', 'muster(a)abc.biz', 'muster(a)abc.biz', NULL, 'Chris', '1', 'abc.biz', 'D', '21' '307884', 'muster(a)567.com', 'muster(a)567.com', NULL, 'Franziska', '1', ' 567890abc.de', 'E', '21' '307886', 'muster(a)alpha-xyz.de', 'muster(a)alpha-xyz.de', NULL, NULL, '1', ' musterurl.de', 'E', '21' '307887', 'kontakt(a)alpha-xyz.de', 'kontakt(a)alpha-xyz.de', NULL, NULL, '1', ' musterurl.de', 'E', '21' '307888', 'kontakt(a)alpha-xyz.de', 'kontakt(a)alpha-xyz.de', NULL, NULL, '1', ' musterurl-outlet.de', 'E', '21' The config looks like this (extract): $Self->{CustomerUser2} = { Name => 'ShopDB', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN => 'DBI:mysql:database=otrs_customer_bla;host=localhost', User => 'isnich', Password => 'denkste', Table => 'customer', SourceCharset => 'utf-8', DestCharset => 'utf-8', CaseSensitive => 0, }, # customer unique id CustomerKey => 'id', # customer # CustomerID => 'id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name','shop', 'oracleid', 'email'], CustomerUserSearchFields => ['id', 'last_name', 'email', 'shop', 'oracleid', 'akquiseid'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['title','first_name','last_name'], CustomerUserEmailUniqCheck => 1, # # show not own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # generate auto logins # AutoLoginCreation => 0, # AutoLoginCreationPrefix => 'auto', # # admin can change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries CustomerCompanySupport => 0, CacheTTL => 3600, # # just a read only source ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly, http-link-target [ 'Shop', 'Shop', 'shop', 1, 0, 'var', '$Data{"ShopURL"}', 1 , "_blank"], [ 'ShopCluster', 'Shop-Cluster', 'cluster', 1, 1, 'var', '', 1 ], [ 'UserTechAccountManager','Tech Account Manager','tech_account_manager', 1, 0, 'var', '', 1 ], [ 'UserAccountManager', 'Account Manager','account_manager', 1, 0, 'var', '', 1 ], [ 'UserSalesManager', 'Sales Manager','sales_manager', 1, 0, 'var', '', 1 ], [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 1 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 1 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 1 ], [ 'UserLogin', 'Username', 'login', 0, 1, 'var', '', 1 ], # [ 'UserPassword', 'Password', 'pw', 0, 0, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 1 ], [ 'ShopFax', 'Shop-Fax', 'shop_fax', 0, 0, 'var', '', 1 ], [ 'UserMobile', 'Mobile', 'mobile', 0, 0, 'var', '', 1 ], [ 'UserStreet', 'Street', 'street', 0, 0, 'var', '', 1 ], [ 'UserZip', 'Zip', 'zip', 0, 0, 'var', '', 1 ], [ 'UserCity', 'City', 'city', 0, 0, 'var', '', 1 ], [ 'UserCountry', 'Country', 'country', 0, 0, 'var', '', 1 ], [ 'UserComment', 'Comment', 'comments', 0, 0, 'var', '', 1 ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int', '', 1 ], [ 'UserRole', 'Rolle', 'role', 1, 0, 'var', '', 1 ], ], # default selections Selections => { # UserTitle => { # 'Mr.' => 'Mr.', # 'Mrs.' => 'Mrs.', # }, }, }; So I need a way that on incoming mails the customer is identified (by mail address) but with the unique id as primary key and not the mail address. We use OTRS 3.3.6. Thanks, Stephan

1 0

Use of templates
by Ralf Hildebrandt 11 Apr '16

11 Apr '16

We're having a lot of templates for answers and the like. Is there any way of finding out how often a template was actively used by the agents? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

4 4

Re: [otrs] Customer Notification after a ticket external note (Andre Cavalcante)
by Placide Lysias NJAMI 08 Apr '16

08 Apr '16

Dear Andre, Regarding the external-note, when an agent create a note : 1. He has to select the --Note type-- : "external-note" or "internal-note" 2. He can also select "Linked Persons" to receive the note : "Customer" or/and "Agents" In your case, select "external-note" + " Customer" as 'Note type' and 'Linked Persons' to fix the issue. Confirm if it is for you ! Best Regards / Cordialement ----- Placide NJAMI Email: p.njami(a)gelgh.com -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : vendredi 8 avril 2016 12:00 À : otrs(a)otrs.org Objet : otrs Digest, Vol 91, Issue 7 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: 5.0.9 upgrade issue (Udo Bretz) 2. How to translate a message in Kernel/System/*.pm (?r Bal?zs) 3. Re: Customer Notification after a ticket external note (Andr? Cavalcante) ---------------------------------------------------------------------- Message: 1 Date: Thu, 7 Apr 2016 18:52:27 +0200 From: Udo Bretz <udo.bretz(a)otrs.com> Subject: Re: [otrs] 5.0.9 upgrade issue To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <5706904B.2050901(a)otrs.com> Content-Type: text/plain; charset=windows-1252 Hello, here is the bug report for this problem: http://bugs.otrs.org/show_bug.cgi?id=11989 There wil be a new OTRS::ITSM 5.0.10 which will be released next week. Thanks, and best regards, Udo On 06.04.16 13:02, BIRO Zoltan wrote: > Hi Udo, > > Thanks for your reply...let me try and inform you! > Cheers! > Zoltan > ------------------------------ Message: 2 Date: Thu, 7 Apr 2016 23:13:37 +0200 From: ?r Bal?zs <urbalazs(a)gmail.com> Subject: [otrs] How to translate a message in Kernel/System/*.pm To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAAcT46UmANQ+74OZZzcT+KyD=aZn4oFaCz8wN2M20nvcnou2mA(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hi, I imported a process named "Egyedi megrendel?s", and this notification appeared (see attached picture): "Process Egyedi megrendel?s and all its data has been imported successfully." This string is located here: https://github.com/OTRS/otrs/blob/master/Kernel/System/ProcessManagement/DB/ Process.pm#L1764-L1766 Martin Gruner explained, why can not translate these kind of strings in backends: https://github.com/OTRS/otrs/pull/1037#issuecomment-198247289 If a string has no parameter, Translatable() can mark it for translation, and somewhere else in the .tt files will be translated. But what about if a string has a parameter? Neither Translatable(), nor $LanguageObject can not be used in backend files. How to translate this kind of strings? Regards, Bal?zs

1 0

Customer Notification after a ticket external note
by Rose Dowson 07 Apr '16

07 Apr '16

HI, I want that my OTRS server send a notification to the customer when the agent create an external-note on his ticket? I can see that the message from agent is reaching the customer console but I need to have an automated-mail to the customer's mail every time an external-note is sent by the agent to the customer. Do you have any ideas about this ? Best regards,

2 1

5.0.9 upgrade issue
by BIRO Zoltan 07 Apr '16

07 Apr '16

Dear All, I tried to update our OTRS system from 5.0.7 to 5.0.9. Helpdesk upgrade looks fine. When I upgrade the ITSM bundle package it's started up and finished the upgrade process and shows the following in package manager: FAQ 5.0.2 OTRS AG The FAQ/knowledge base. installed Uninstall Reinstall GeneralCatalog 5.0.9 OTRS AG The General Catalog package. installed Uninstall ImportExport 5.0.9 OTRS AG The ImportExport package. installed Uninstall ITSM 5.0.9 OTRS AG The OTRS::ITSM bundle package. installed Uninstall ITSMChangeManagement 5.0.7 OTRS AG The OTRS::ITSM Change Management package. installed Uninstall Reinstall ITSMConfigurationManagement 5.0.7 OTRS AG The OTRS::ITSM Configuration Management package. installed Uninstall Reinstall ITSMCore 5.0.7 OTRS AG The OTRS::ITSM Core package. installed Uninstall Reinstall ITSMIncidentProblemManagement 5.0.7 OTRS AG The OTRS::ITSM Incident and Problem Management package. installed Uninstall Reinstall ITSMServiceLevelManagement 5.0.7 OTRS AG The OTRS::ITSM Service Level Management package. installed Uninstall Reinstall SystemMonitoring 5.0.1 OTRS AG Basic mail interface to System Monitoring Suites. Al... installed Uninstall Reinstall Is there any reason why is it shows the 5.0.7 versions for ITSM packages? And all of these packages are red in Package Manager and no upgrade option to 5.0.9. Anyway, I tried the version 4.0.14 to 5.0.9 and the result is almost the same. GeneralCatalog,ImportExport and ITSM bundle 5.0.9 and the rests are 4.0.14. If I uninstall all the 5.0.7 packages and install the 5.0.9 is it causes any kind of lost of data? Cheers! Zoltan

3 4

Include Ticket Menu Action in ACL change settings
by Juan Manuel Clavero Almirón 06 Apr '16

06 Apr '16

Hi all, I'd be interested in setting an ACL to restrict the possible queues in which a ticket can be marked as Spam. As I understand the ACL section of the admin manual, I'd have to add the AgentTicketMove action in the PossibleNot change section, but this would also prevent a normal move, although I haven't tried it yet. Is it possible to restrict a ticket menu action, not the module that will do the action? Kind regards, Juan Clavero

1 0

Moving tickets into queues with only MOVE_INTO permission not working?
by Johan Ho 06 Apr '16

06 Apr '16

Hello, in our OTRS-system, we have some limited access users who are not given full access to all queues. But they should be able to create or move tickets into these queues. In the newest version of OTRS (5.0.8) they can no longer move tickets into a restricted queue (when they only have MOVE_INTO and CREATE permission for that queue). Creating tickets worked fine though. After testing a bit more it looks like if I enable RO permission too, then it works. But that is what we want to avoid, because that queue is supposed to have restricted access. I am not sure what version of OTRS this started being a problem, but according to the user who discovered this, it used to work before. Is this a bug in newer releases of OTRS? Johan Ho

2 2

CustomerTicketProcess-based ACL
by Saunders, Eric 05 Apr '16

05 Apr '16

In the first Activity of one of my Processes I have an Activity Dialog that includes CustomerID, Priority and a few other dynamic fields. I am trying to restrict the value of one of these dynamic dropdown fields as follows: --- - ChangeBy: *** ChangeTime: *** Comment: '' ConfigChange: Possible: Ticket: DynamicField_SubmittedBy: - Customer ConfigMatch: Properties: Frontend: Action: - CustomerTicketProcess CreateBy: *** CreateTime: *** Description: For CustomerTicketProcess Action, limit options for Submitted by dropdown. ID: *** Name: ALL-Processes-CustomerTicketProcess-Possible-SubmittedBy StopAfterMatch: 0 ValidID: '1' When I first open the Dialog in the Customer UI everything works as expected. "Customer" is the only possible value for the "Submitted by" dropdown. However, if I enter a value for CustomerID, or change the value of Priority, or another dynamic dropdown field, all values for "Submitted by" become available. I have other ACLs restricting dynamic dropdown field values that work fine, the issue seems to be with using the CustomerTicketProcess Action as a match property. I've also confirmed the same problem behavior with AgentTicketProcess.

1 0

GenericInterface WebServices - HTTP::REST transport
by Nick Bright 04 Apr '16

04 Apr '16

Greetings, I have an older installation of OTRS v3, attempting to use a REST transport for a Web Services provider. Looking at https://otrs.github.io/doc/manual/admin/3.2/en/html/genericinterface.html this appears to be possible, as REST is clearly listed in the Network Transport segment of the diagram. However, when configuring a Web Service, the REST transport isn't available. On the filesystem under Kernel/GenericInterface/Transport/HTTP/ there is a REST.pm file, which seems to also indicate that it should be supported. The issue seems to be that in SysConfig under GenericInterface::Transport::ModuleRegistration I only have SOAP and Test. I've been searching for a way to try to register the REST module, but I haven't been able to find it. Do I simply need to copy the HTTP::SOAP configuration and change it to say REST, or is there a script/command to actually "Register" the module? Thanks, -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

1 1