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reminder tickets..
by Sarper SARIDAL 29 Oct '09

29 Oct '09

Hello, If you create a reminder ticket or just zoom a ticket and set it as a waiting (pending) ticket. You see it in the dashboad right pane. Is it possible to remove the reminder and turn it into a real ticket so it goes back to the dashboard open tickets again. If it's not possible, Is it possible to make a ticket be in the "pause / pending" state and then resume it when the responsible have the time to work on it. I may be going in the wrong direction and there can be other ways so i'm waiting for all ideas.. Regards, Note : By the way did any of you used otrs manager? It's a software i found on the net.

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LDAP Sync Does NOT work! v2.4
by Josh Higgins 29 Oct '09

29 Oct '09

Agent LDAP Sync doesn't appear to work at all in OTRS 2.4! This worked great in 2.3, but appears completely broken in 2.4, even when following the *exact* sample config shown in the admin book, or using a known-good configuration that worked in 2.3. After upgrading to 2.4, new users are not able to log. They get the error: Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. I've seen others post on the list with similar errors, and none of those problems were resolved to my knowledge. Users: Do NOT upgrade to OTRS 2.4 if you use LDAP sync for agents, because it will not work no one will help you! OTRS STAFF -- IF THIS IS BROKEN PLEASE LET US KNOW!! Or give us some info to help troubleshoot or debug the problem. Does anyone know if the old LDAP module from 2.3 can be used with 2.4? Thanks, Josh Higgins

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Re: [otrs] Dashboard - Closed Tickets Module
by James Morgan 28 Oct '09

28 Oct '09

Not on the dashboard, but easily done in search. -----Original Message----- From: Jason Dupuy <it.manager(a)globalproductsinc.com> Sent: Thursday, 29 October 2009 7:45 AM To: otrs(a)otrs.org <otrs(a)otrs.org> Subject: [otrs] Dashboard - Closed Tickets Module Has anyone created a "closed tickets" section on the dashboard? Would be nice to have a quick place to see closed tickets for the day... Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Keith Meyer Sent: Wednesday, October 28, 2009 1:27 PM To: otrs(a)otrs.org Subject: [otrs] Triage a ticket Hello, I was wanting to know if there is a way to 'triage' a ticket so it would require a person (manager, supervisor, etc) to approve it before it is sent on to the agents? Thank you, Keith Meyer

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Re: [otrs] Ticket Templates
by James Morgan 28 Oct '09

28 Oct '09

Have a look under responses in the administration area. Remember to assign them to queues though! James. -----Original Message----- From: Jason Dupuy <it.manager(a)globalproductsinc.com> Sent: Thursday, 29 October 2009 3:04 AM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: [otrs] Ticket Templates We use a Outlook templates for some help-desk emails. Is there a way to make different templates for the front-end users? Something like a pull-down, to select a certain ticket/template? Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Peter Beckman Sent: Tuesday, October 27, 2009 8:41 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] New to OTRS On Tue, 27 Oct 2009, Jason Dupuy wrote: > Still working on the specifics but I'm stumbling on the email settings. > I'm just about ready to go into production, but confused about the > email settings. Why are you sending out emails with the technicians email address? If people email help.desk(a)xxx.com, you should reply from help.desk(a)xxx.com. As long as the client replies with the ticket number in tact (which they mostly do), you can have the ticket locked to the technician who last responded. The technician should NOT reply to the client from their own email client, if you want OTRS involved in everything. The reason: the replies are sent directly to the customer from the email client, and not stored in OTRS, thus minimizing the value of OTRS: keeping a record of all communication with the customer. Process flow: 1. Customer emails help.desk(a)xxx.com 2. OTRS pulls it in 3. Technicians LOG INTO OTRS ON THE WEB after getting email notifications to their individual accounts 4. If the ticket is locked to them or is a reply, it will be in the "Requiring Response" section of the Dashboard. If not, it will be in the "new ticket" section 5. They click on it, read it, then compose (click empty message by default) IN OTRS a reply. This reply will go out as "From: help.desk(a)xxx.com" 6. Customer replies go to help.desk(a)xxx.com 7. OTRS will store a copy, as well as lock the ticket (by default 3 days I think) to the responder. If the customer responds in that time, the ticket is locked to that tech. If after 3 days, any tech can pick up the ticket and respond, as well as see the entire history of that ticket, regardless of who responded. > Am I making sense at all? No. :-) --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ --------------------------------------------------------------------------- --------------------------------------------------------------------- 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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Search by Ticket# fails
by Anderson, Ken 28 Oct '09

28 Oct '09

Using ver 2.3.4... When I attempt to search by Ticket# only, I must first select a Search Template. If I don't, I don't get any records back. If I select a template, and then attempt to search by Ticket#, the return set should, but does not, return only that ticket. It ignores the additional criteria that I specify. What do I need to do to be able to search for just one ticket? Thanks, -Ken Ken Anderson Manager, Managed Services OA Solutions Victoria*Vancouver*Edmonton tel. (250) 385-4333 x219 fax. (250) 483-3380 ken.anderson(a)oasolutions.ca<mailto:ken.anderson@oasolutions.ca> www.oasolutions.ca<http://www.oasolutions.ca/> Please note that effective October 1, 2009 OA Solutions' Victoria Office has moved. Our new address is: 200 - 702 Fort Street Victoria, BC V8W 1H2

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otrs on linux, database on MSSQL: Data source name not found, and no default driver specified
by Leonardo Certuche 28 Oct '09

28 Oct '09

Hello list, This is my firt attempt to connect to a MSSQL database from linux so please be patient Our client wants OTRS 2.4.5 on linux but its database on Microsoft SQL Server. I first tried with fedora 11 in which I got install_driver(ODBC) failed so I tried with opensuse 10.3 in which I installed the following packages: perl-DBI-1.58-17 perl-DBD-ODBC-1.14-13 unixODBC-2.2.12-55 Then I modified my Config.pm file with the instructions provided in http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=121 After that, I ran /opt/otrs/bin/CheckDB.pl, its output is the following: DBI connect('driver={SQL Server};Server=10.1.1.44,1433;database=DB_Otrs;uid=App_otrs;pwd=pd0tr&228;','otrs',...) failed: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002)(DBD: db_login/SQLConnect err=-1) at /opt/otrs/Kernel/System/DB.pm line 214 ERROR: OTRS-CheckDB-10 Perl: 5.8.8 OS: linux Time: Wed Oct 28 07:14:01 2009 Message: [unixODBC][Driver Manager]Data source name not found, and no default driver specified (SQL-IM002)(DBD: db_login/SQLConnect err=-1) Traceback (17481): Module: Kernel::System::DB::new (v1.105.2.1) Line: 188 Module: CheckDB.pl (v1.22) Line: 53 No database connect! Any help is much appreciated. Thanks in advance, Leonardo Certuche

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New to OTRS
by Jason Dupuy 28 Oct '09

28 Oct '09

Still working on the specifics but I'm stumbling on the email settings. I'm just about ready to go into production, but confused about the email settings. Specifics: OTRS 2.4.5 Installed FAQ package Installed Time package Using SMTP settings. Using POP3 postmaster mail account setting to pull our old help.desk(a)XXX.com emails into the system. I have 3 users (helpdesk technicians) with their own email addresses. They get notifications of tickets as expected. If someone sends a problem to the help.desk(a)XXX.com email account, the OTRS fetches it, pulls it in... we respond.... The email goes out, with the technicians email account... but now, when the person who originated the issue responds, it goes to the technicians email account... which is not fetched. Other than using the postmaster mail account, is there any way to get external emails into the OTRS? Am I making sense at all? Jason Dupuy IT Manager Global Products Inc. Earth City, MO 63045 636-939-1622 Phone 636-939-1623 Fax Mission: To increase the store traffic, identity and corporate brand loyalty for our customers through our design, manufacture and distribution of custom and licensed products. Vision: To be the leading procurement organization in promotional products and gift novelties worldwide. Confidentiality note: This document and any attachments are confidential and may be protected by legal privilege. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of this document or any attachment is prohibited. If you have received this document in error, please notify us immediately by returning it to the sender and destroying any copy.

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OTRS Stats - Excluding Time Duration in X State?
by Emma Williams 28 Oct '09

28 Oct '09

Does anyone know of a way to exclude any period that a ticket is in a Pending state (or any other defined state), when running a Resolution Time report? Ideally, we would like to be able to do this using the Stats module within OTRS, but failing that is there another method using SQL? ===================================================================== MSX International | Global Provider of Outsourced Integrated Business Solutions @ www.msxi-euro.com This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. 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 and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited. Warning: Although MSX International has taken reasonable precautions to ensure no viruses are present in this email, the company cannot accept responsibility for any loss or damage arising from the use of this email or attachments. We do not accept or send attachments of the type exe, vbs, scr or bat due to the increased virus risk they contain. These types of attachments will be stripped from the message. ===================================================================== Company Registration Numbers: UK, Ireland, Finland, Norway & Denmark - 1949542 Germany & Switzerland - HRB 29505 Germany Techservices - HRB 55978 Sweden - 516402-6832 Sweden AB - 556616-3431 Belgium - N.N.: 0851 412 550 Netherlands - 30210212 Austria - FN 287492H Spain - Italy - 12764340159 France - 444 713 986 00032 Ireland Technical Training Academy - 808746972 Czechia - C 119617

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Queue Management
by Денис Кирин 28 Oct '09

28 Oct '09

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LDAP authentication problem (Urgent)
by Altangerel 28 Oct '09

28 Oct '09

Hi all, Please help me with following problem. I've enabled LDAP authentication for agents. Some of our agents can access to OTRS properly, but some of them cannot access to it. Am sending log entries for that: Also there are 2 types of problem. 1. User authenticated but No user data. Oct 28 14:58:19 otrs OTRS-CGI-10[58313]: [Notice][Kernel::System::Auth::LDAP::Auth] User: user_name (CN=user_name,OU=Internal,OU=DEP,OU=DIV,DC=xxx,DC=com) authentication ok (REMOTE_ADDR: 192.168.1.55). Oct 28 14:58:19 otrs OTRS-CGI-10[58313]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'user_name'!!! Oct 28 14:58:19 otrs OTRS-CGI-10[58313]: [Error][Kernel::System::Auth::Sync::LDAP::Sync][Line:261]: Can't create user 'user_name' (CN=user_name,OU=Internal,OU=DEP,OU=DIV,DC=xxx,DC=com) in RDBMS! I think OTRS copies and saves user data from LDAP when user logged into OTRS in first time. But in this case it cannot do that. 2. Cannot search thorough corresponding organizational unit. Oct 28 11:09:19 otrs OTRS-CGI-10[57322]: [Notice][Kernel::System::Auth::LDAP::Auth] User: user_name (CN=USER_NAME,CN=Computers,DC=xxx,DC=com) authentication failed: '80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 52e, vece Oct 28 11:09:19 otrs OTRS-CGI-10[57322]: [Error][Kernel::System::User::UserLookup][Line:696]: No UserID found for 'user_name'! OTRS should search thorough OUs but in this case it cannot. I've checked all data on AD and found no difference between users. So I do not figure out that why some search can go thorough OU (correct) some of them cannot. I have to solve these problems urgently. Also I did not find anything to help for that. Please, help me guys. -- Altangerel Ganbold

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