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Re: [otrs] Problems on email notification
by James Morgan 26 Oct '09

26 Oct '09

Head to the preferences page and add the queues you want notification for to your "my queues" list. Then select what type of notifications you want from the same page. James -----Original Message----- From: Altangerel <altangerel.g(a)mobicom.mn> Sent: Monday, 26 October 2009 6:57 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: [otrs] Problems on email notification Hi Dears, I do not figure out something related to e-mail notification of OTRS. I want to receive mail when customers send a new ticket. But I don't know how can I do this :(. I've added some email addresses to corresponding queue using Email addresses on admin area. Is that right operation? If so what should I do next? Even though I've read admin documentation for many time, I do not understand enough :(. I did not receive any mail from OTRS. Can anyone help me? -- Altangerel Ganbold --------------------------------------------------------------------- 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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message/rfc822 inline
by Artem Bokhan 26 Oct '09

26 Oct '09

Hello What should I do to view attachments with content-type "message/rfc822" inline?

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Problems on email notification
by Altangerel 26 Oct '09

26 Oct '09

Hi Dears, I do not figure out something related to e-mail notification of OTRS. I want to receive mail when customers send a new ticket. But I don't know how can I do this :(. I've added some email addresses to corresponding queue using Email addresses on admin area. Is that right operation? If so what should I do next? Even though I've read admin documentation for many time, I do not understand enough :(. I did not receive any mail from OTRS. Can anyone help me? -- Altangerel Ganbold

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SOAP API/PHP Usage - LinkObject
by James Morgan 26 Oct '09

26 Oct '09

Hi all, I'm writing some code in PHP at the moment to get one of our other systems in the organisation to talk to OTRS via the SOAP API interface. I'm adapting the code example I found at http://www.mail-archive.com/otrs@otrs.org/msg27452.html (which didn't work when I originally tried it). What I'm trying to achieve is for our staff to use the other system to create scheduled outage notifications to our services, which through a bunch of other ways works out what services are affected and who to tell about it. It will then send out the notifications to our customers by using the API to create tickets in OTRS and then link these tickets to a master (or parent) ticket which is our internal ticket for tracking the outage. I'm now at the stage where I can use the API to create a ticket number, lookup an otrs userid, create a ticket, and add an article to it - all of that works without issue. What I can't seem to do at the moment, though, is link tickets together. I've checked the API spec (I'm using OTRS 2.4.4) and believe I'm covering the bases. I notice from reading another email on this list that the property "Direction" isn't listed on dev.otrs.org, and wonder if maybe there's other hidden stuff like that that may be getting in my way? I'll post the code below - can anyone suggest why I might not be able to do linking in this way? I've done my reading and think I've doing it right. Here's the code I'm currently using. It doesn't return any errors (or, at least none I've seen): function otrsinject($in_title, $in_subject, $in_to, $in_owner, $in_customerid, $in_customeruser, $in_message) { $otrs_title = $in_title; $otrs_subject = $in_subject; $otrs_queue = $Queue; $otrs_from = "xxx(a)yyy.com"; $otrs_email = $in_to; $otrs_user = "xxx"; $otrs_pass = "xxx"; $otrs_url = "http://xxx/otrs/rpc.pl"; $otrs_queue = "Sched. Events"; $otrs_customerid = $in_customerid; $otrs_customeruser = $in_customeruser; $otrs_message = $in_message; $soapclient = new SoapClient(null, array('location' => $otrs_url, 'uri' => "Core", 'trace' => 1, 'login' => $otrs_user, 'password' => $otrs_pass, 'style' => SOAP_RPC, 'use' => SOAP_ENCODED)); # creating a ticket number $ticketnr = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "TicketObject", "TicketCreateNumber")); #php changes long numbers to 123E+10 notation to prevent this screwing up our ticketnumbers we convert notation #it into normal plain numbers. but only if not string, because sometimes you have a string addition like XY123 on your #ticket numbers if(! is_string($ticketnr) ) $ticketnr = number_format($ticketnr,0, '.', ''); // # create the new ticket $otrs_userid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "UserObject", "UserLookup", "UserLogin", $in_owner )); $ticketid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "TicketObject", "TicketCreate", "TN", $ticketnr, "Title", $otrs_title, "Queue", $otrs_queue, "Lock" , "unlock", "PriorityID", 3, "State" , "new", "CustomerId", $in_customerid, "CustomerUser", $in_customeruser, "OwnerID", $otrs_userid, "UserID", $otrs_userid )); $articleid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "TicketObject", "ArticleSend", "TicketID" , $ticketid, "ArticleType" , "email-external", # email-external|email-internal|phone|fax|... "SenderType" , "agent", # agent|system|customer "From" , $otrs_from, "To" , $otrs_email, "Subject" , "[Ticket#".$ticketnr."] ".$otrs_subject, "Body" , $otrs_message, "ContentType" , "text/plain; charset=utf-8", "Charset" , "utf-8", "HistoryType" , "EmailCustomer", # EmailCustomer|Move|AddNote|PriorityUpdate|WebRequestCustomer|... "HistoryComment" , "generated by OTRSInterface-Class", "UserID" , $otrs_userid, "NoAgentNotify" , 1, # if you don't want to send agent notifications "MimeType" , "text/plain", "Loop" , 0 # auto reject|auto follow up|auto follow up|auto remove )); $linkid = $soapclient->__soapCall("Dispatch", array($otrs_user, $otrs_pass, "LinkObject", "LinkAdd", "SourceObject", "Ticket", "SourceKey", "0601158", #0601158 is the tn of a pre-existing ticket to link to. "TargetObject", "Ticket", "TargetKey" , $ticketid, "Type", "ParentChild", "Direction", "Target", "State" , "Valid", "UserId", $otrs_userid )); return $ticketid; } I hope someone may shed some light, or that someone looking to do something similar in php might be able to use the above code. Kind Regards, James Morgan

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Problem with authenticating Active Directory via LDAP
by Dejan Miklavcic 26 Oct '09

26 Oct '09

Ok, I've been working on this issue for 3 days, but I can't make it work. I want my agents and customers to autheticate via LDAP (that is actualy our Win2003 server Active Directory) Do I need to manualy setup ldap on otrs server (I am running openSUSE 10.2 with openLDAP) ? Is there any configuration needed to enable authenticating from active directory ? This is what I have in Kernel/Config.pm : #we want to use LDAP for Auth $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'myAD.company-bih.corp'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=company-bih,dc=corp'; #DO I NEED TO CHANGE THIS sAMAccountName TO SOMETHING ELSE ? $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # WHAT USER DO I NEED TO ENTER AS SEARCHUSERDN ? IS THAT USER FROM AD, OR FROM SUSE? OR FROM OTRS DB ? # WHAT I USE IS MY ACTIVE DIRECTORY USER #The username and password of the user you setup to access LDAP information in AD $Self->{'AuthModule::LDAP::SearchUserDN'} ='CN=devuser,OU=Users,DC=company-bih,DC=corp'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'devpwd'; #We want our Customer/users to Auth using LDAP $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'myAD.company-bih.corp'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} ='OU=Users,DC=company-bih,DC=corp'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} ='CN=devuser,OU=Users,DC=agrokor-bih,DC=corp'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} ='devpwd'; $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'myAD.company-bih.corp', BaseDN => 'OU=Users,DC=company-bih,DC=corp', SSCOPE => 'sub', UserDN =>'CN=devuser,OU=Users,DC=agrokor-bih,DC=corp', UserPw => 'devpwd', }, CustomerKey => 'sAMAccountName', CustomerID => 'userPrincipalName', CustomerUserListFields => ['displayName', 'userPrincipalName'], CustomerUserSearchFields => ['displayName', 'userPrincipalName'], CustomerUserPostMasterSearchFields => userPrincipalName, CustomerUserNameFields => ['givenName', 'sn'], #the following must map to valid fields in your AD(givenname,sn,sAMAccountName,...) Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'userPrincipalName', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'userPrincipalName', 0, 1, 'var' ], ], }; #OK now lets have our agents use LDAP $Self->{'AuthModule::LDAP::GroupDN'} ='CN=devuser,OU=Users,DC=company-bih,DC=corp'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::GroupDN'} ='CN=devuser,OU=Users,DC=company-bih,DC=corp'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login must match your AD) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'userPrincipalName', }; # UserSyncLDAPGroups # (If "LDAP" was selected for AuthModule, you can specify # initial user groups for first login.) $Self->{UserSyncLDAPGroups} = [ 'users', ]; But i Get following errors in log file (and it repeats all the time in log file): Oct 25 12:36:29 otrs OTRS-CGI-10[30148]: [Error][Kernel::System::CustomerUser::LDAP::new][Line:151]: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Oct 25 12:54:23 otrs OTRS-CGI-10[30220]: [Error][Kernel::System::Auth::LDAP::Auth][Line:187]: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece Can anyone help me with this ?

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Help With System Monitoring
by Sachin 24 Oct '09

24 Oct '09

Has anyone utilised the Systemmonitoring module with Software Like HP OpenView or SolarWinds, Can you help me with Solarwinds.

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Re: [otrs] Monitoring unanswered tickets
by Michiel Beijen 24 Oct '09

24 Oct '09

Hi stijn, I'd like to advise you to look into the use of escalations. If you're using 2.4, you'l get a nice overview of escalated tickets from the dashboard. You could amend this by running a generic agent job ythat can push escalated tickets to another queue, if desired. -- Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl On 23 Oct 2009 18:37, "Stijn Debruyckere" <stijn.debruyckere(a)luciad.com> wrote: Dear all, We have a use case where we would like to monitor trouble tickets that remain unanswered for too long a period of time (e.g. 2 days). Every person takes the responsibility of a (number of) queues. When that person isn't in the office, responsibility is transferred to someone else. This is error prone, and to avoid that any trouble tickets would slip through the maze, and remain unanswered for a long time, we would like to have some means of monitoring that. Until now I've found two approaches: *Ticket escalation* http://doc.otrs.org/2.0/en/html/x1327.html It seems to be more intended to make sure the responsible for a queue doesn't forget to answer a ticket, by for example only displaying the escalated tickets to him/her. But I haven't found a way to query tickets that are currently in escalation, so that this can be monitored externally. *Ticket state approach *If you make sure that every ticket that is answered is in some pending state (e.g. pending auto close or pending reminder), you can query the new and open tickets to figure out if any tickets remain unanswered. Consider for example this scenario: 1. a customer opens a trouble ticket (ticket is new) 2. an agent replies (ticket is pending auto close) 3. the customer replies again (ticket opens up again) We want to query the new or open tickets since the last activity (number 3), not since the ticket was created (number 1). So we're not able to query tickets for which the inactivity is larger than a given time period. If any of you can provide any insight or tips on how to achieve this, it would be greatly appreciated. Thanks a lot, Stijn --------------------------------------------------------------------- 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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Is it possible to change the order (layout) of the dashboard
by Sarper SARIDAL 24 Oct '09

24 Oct '09

Hi all, My otrs experience is just going great. Everything is smooth and steady. Now it's time to ask for more :) I wonder whether if it's possible to customize the dashboard , for example to see the open tickets at the top , and upcoming events at the bottow etc.. I especially use the reminder tickets but i don't want to see them at the right pane instead i want to see them in the main pane. It doesn't matter how painful it is to change i want to do it :) I salute all members, otrs programmers and moderators. Thanks & Regards, Sarper

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Filtering incoming emails to queues in OTRS
by Todd Backman 24 Oct '09

24 Oct '09

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Re: [otrs] Error authentication
by Esteban Santana Santana 23 Oct '09

23 Oct '09

Paolo, This usually happens on Active Directory, and the solution is to provide a username and password that already has access to the LDAP tree, so that the tree can then be queried to authenticate other users. This is usually done by adding the following two lines to the LDAP auth section of the Config.pm $Self->{'AuthModule::LDAP::SearchUserDN'} = 'DOMAIN\\OTRS_LDAP'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'Password'; On Fri, 23 Oct 2009 13:10:54 +0000 (GMT), Paolo Esposito <espositop2004(a)yahoo.it> wrote: > Message: 1 > Date: Fri, 23 Oct 2009 13:10:54 +0000 (GMT) > From: Paolo Esposito <espositop2004(a)yahoo.it> > Subject: [otrs] Error authentication > To: otrs(a)otrs.org > Message-ID: <390169.44517.qm(a)web23207.mail.ird.yahoo.com> > Content-Type: text/plain; charset="utf-8" > > Hi all, > i try to configure otrs to authenticated users from web, when i try to logon on otrs i receive on apache2 thi errore message : > > > > Message: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece > > I installed on my server Opeldap client and when from command line i try to do a ldap query wiyh ldapsearch tool i received thi message : > > text: 00000000: LdapErr: DSID-0C090627, comment: In order to perform this ope ration a successful bind must be completed on the connection., data 0, vece > > > > Can we help me about the resolution of this problem ?? > For me is very important because i must a presentation for a new client company. > > > Thank you in advances > > > >

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