- otrs - OTRS mailing lists

Active Directory memberOf
by Esteban Santana Santana 23 Oct '09

23 Oct '09

Hi, I was wondering if anyone had figured out a way to map Active Directory memberOf information to OTRS roles. The main reason I want to do this is that I'm in the process of setting up OTRS for use by 200+ agents who will be authenticating via AD's LDAP, and I'd rather like to avoid having to assign roles to all those users manually. I already tried the below code, but it doesn't work at all. # $Self->{'AuthSyncModule::LDAP::UserSyncRolesDefinition'} = { # # ldap group # 'CN=groupName1,OU=department,DC=example,DC=com' => { # # otrs role # 'Role_1' => 1, # }, # 'CN=groupName2,OU=department,DC=example,DC=com' => { # 'Role_2' => 1, # } # }; The above code gives the following error: User: someUser not in GroupDN='CN=groupName1,OU=department,DC=example,DC=com', Filter='(memberUid=CN=Some User,OU=department,DC=example,DC=com)'! (REMOTE_ADDR: 10.10.0.19). I believe that the issue is that OTRS is looking at the wrong LDAP property when doing the lookup, but I can't find a place to change it. Any ideas (or code) would be most helpful. Thanks, -- Esteban Santana Santana "When life hands you lemons, ask for tequila and salt." -Anonymous

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Re: [otrs] 2.4.4 restore.pl Got no EncodeObject!
by Phil Maynard 23 Oct '09

23 Oct '09

Has anybody else had this problem? I am able to restore the server by doing a manual mysql backup and also saving the otrs settings in otrs/sysconfig but it would be simpler if I could use the script. I do not understand why the restore script is complaining about a particular line in the DB.pm file - I'm used to thinking about restores in file terms, not line terms. Thanks, Phil

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Monitoring unanswered tickets
by Stijn Debruyckere 23 Oct '09

23 Oct '09

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

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OTRS with LDAP : research of customer only via e-mail and not by name and first name
by Martignier, Philippe 23 Oct '09

23 Oct '09

Hi there, When I search a customer or when I input a new ticket and want to input a customer, the research of customer is available only via the e-mail, not working with the first name or last name? Any idea? I have version 2.4.4. and LDAP connection As from the database admin there is nothing to do on the LDAP side and I want I make a search with LDAP in OTRS (sysconfig) I find nothing about index or fields ... Any idea really welcome as it is quite urgent ! Many thanks in advance Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB I Office : 2,4 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Error authentication
by Paolo Esposito 23 Oct '09

23 Oct '09

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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Re: [otrs] Is it possible to announce server maintenance toallagents in otrs?
by James Morgan 23 Oct '09

23 Oct '09

Thinking about it more, this approach may not quite work for you since it relies on agents to visit the dashboard and check. Another solution could be to install the calendar package and then create an appointment from the current time until you want it to expire. >From memory this displays in the notification area at the top of most pages and will also do the dashboard. Might be better? -----Original Message----- From: MMoj(a)timocom.com <MMoj(a)timocom.com> Sent: Friday, 23 October 2009 9:20 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Is it possible to announce server maintenance to allagents in otrs? I´ll give it a shot. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: "James Morgan" <james.morgan(a)vernet.net.au> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 23.10.2009 12:09 Subject: Re: [otrs] Is it possible to announce server maintenance to allagents in otrs? Sent by: otrs-bounces(a)otrs.org Something made me think it had an rss module in addition to the otrs one. But yes, changing the otrs one to point to a local file could work well. What do you think? -----Original Message----- From: MMoj(a)timocom.com <MMoj(a)timocom.com> Sent: Friday, 23 October 2009 8:58 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sure it does, but there are the news from the OTRS website. So your point is to point to a local html / rss file to display it in the system? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: "James Morgan" <james.morgan(a)vernet.net.au> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 23.10.2009 11:44 Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sent by: otrs-bounces(a)otrs.org Can't remember, but doesn't the dashboard have an RSS feed reader? Maybe you could publish your notices as RSS and use that? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Fri 23/10/2009 8:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? We are using IBM Lotus Notes and Sametime, but my boss wants something like the "Upcoming Events" box on the right side of OTRS. Now I am looking for a way to enable such a feature if possible. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start < http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start at the cheapest possible end and run OT <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "James Morgan" <james.morgan(a)vernet.net.au> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 15:01 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ Depends how tricky you want to be about it. You could start at the cheapest possible end and run OTRS inside of a frameset with the top frame for your announcements with a meta refresh tag. From there you could move up to editing the template to put it at the top of the screen. You could even write some Perl to do it. That said, I think you'll find the best solution is something you can run independantly of OTRS. Maybe an instant messenger service like Jabber running on the client machines could do the job for you? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Thu 22/10/2009 11:44 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Thats the way I wanted to solve it, but you know, somethimes that is not enough to make announcements by e-mail out of OTRS. Maybe someone has a module/feature scripted which does something like a pop up or a box in the dashboard where all upcoming events for maintenance are listed in one view. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 2< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:41 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ http://otrsbox/otrs/index.pl?Action=AdminEmail < http://otrsbox/otrs/index.pl?Action=AdminEmail> ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Not really. Lets say, one of the webservers are down for maintenance and are not avaible for lets say 2 hours. Then an administrator or my boss himselfe want to annouce this to every agent using otrs. Therefore I would like to have a modul or an Menu Item where this notifications are announced in OTRS and every announce is log. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com <mailto:marco.vannini@gmail.com> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org < mailto:otrs@otrs.org> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:31 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org <mailto:otrs-bounces@otrs.org> ________________________________ Setting something like RewriteEngine ON RewriteLog logs/rewrite.log RewriteLogLevel 0 RewriteCond %{REQUEST_URI} /otrs/index.pl <http://index.pl/> RewriteRule ^.*$ /outoforderforagent.html in apache and simply restart it ? On Thu, Oct 22, 2009 at 2:22 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Hey Ppl, I have a technical problem and don´t really know how to solve it. My Boss want a function or a module that administrators or himself can announce server maintenance or problems with the network or issues which have to be known by all agents. I thought I might get things done by using the Agent Info module, but it is not working how my Boss would like to it to work. Any suggestions how to solve such a problem or any help where to get a feature like this? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! 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Re: [otrs] Is it possible to announce server maintenance toallagents in otrs?
by James Morgan 23 Oct '09

23 Oct '09

Great, let me know how you get on. -----Original Message----- From: MMoj(a)timocom.com <MMoj(a)timocom.com> Sent: Friday, 23 October 2009 9:20 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Is it possible to announce server maintenance to allagents in otrs? I´ll give it a shot. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: "James Morgan" <james.morgan(a)vernet.net.au> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 23.10.2009 12:09 Subject: Re: [otrs] Is it possible to announce server maintenance to allagents in otrs? Sent by: otrs-bounces(a)otrs.org Something made me think it had an rss module in addition to the otrs one. But yes, changing the otrs one to point to a local file could work well. What do you think? -----Original Message----- From: MMoj(a)timocom.com <MMoj(a)timocom.com> Sent: Friday, 23 October 2009 8:58 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sure it does, but there are the news from the OTRS website. So your point is to point to a local html / rss file to display it in the system? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: "James Morgan" <james.morgan(a)vernet.net.au> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 23.10.2009 11:44 Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sent by: otrs-bounces(a)otrs.org Can't remember, but doesn't the dashboard have an RSS feed reader? Maybe you could publish your notices as RSS and use that? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Fri 23/10/2009 8:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? We are using IBM Lotus Notes and Sametime, but my boss wants something like the "Upcoming Events" box on the right side of OTRS. Now I am looking for a way to enable such a feature if possible. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start < http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start at the cheapest possible end and run OT <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "James Morgan" <james.morgan(a)vernet.net.au> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 15:01 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ Depends how tricky you want to be about it. You could start at the cheapest possible end and run OTRS inside of a frameset with the top frame for your announcements with a meta refresh tag. From there you could move up to editing the template to put it at the top of the screen. You could even write some Perl to do it. That said, I think you'll find the best solution is something you can run independantly of OTRS. Maybe an instant messenger service like Jabber running on the client machines could do the job for you? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Thu 22/10/2009 11:44 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Thats the way I wanted to solve it, but you know, somethimes that is not enough to make announcements by e-mail out of OTRS. Maybe someone has a module/feature scripted which does something like a pop up or a box in the dashboard where all upcoming events for maintenance are listed in one view. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 2< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:41 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ http://otrsbox/otrs/index.pl?Action=AdminEmail < http://otrsbox/otrs/index.pl?Action=AdminEmail> ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Not really. Lets say, one of the webservers are down for maintenance and are not avaible for lets say 2 hours. Then an administrator or my boss himselfe want to annouce this to every agent using otrs. Therefore I would like to have a modul or an Menu Item where this notifications are announced in OTRS and every announce is log. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com <mailto:marco.vannini@gmail.com> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org < mailto:otrs@otrs.org> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:31 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org <mailto:otrs-bounces@otrs.org> ________________________________ Setting something like RewriteEngine ON RewriteLog logs/rewrite.log RewriteLogLevel 0 RewriteCond %{REQUEST_URI} /otrs/index.pl <http://index.pl/> RewriteRule ^.*$ /outoforderforagent.html in apache and simply restart it ? On Thu, Oct 22, 2009 at 2:22 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Hey Ppl, I have a technical problem and don´t really know how to solve it. My Boss want a function or a module that administrators or himself can announce server maintenance or problems with the network or issues which have to be known by all agents. I thought I might get things done by using the Agent Info module, but it is not working how my Boss would like to it to work. Any suggestions how to solve such a problem or any help where to get a feature like this? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < 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/ [attachment "graycol.gif" deleted by Markus Moj/timocom] [attachment "ecblank.gif" deleted by Markus Moj/timocom] --------------------------------------------------------------------- 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/ [attachment "graycol.gif" deleted by Markus Moj/timocom] [attachment "ecblank.gif" deleted by Markus Moj/timocom] --------------------------------------------------------------------- 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] Is it possible to announce server maintenance to allagents in otrs?
by James Morgan 23 Oct '09

23 Oct '09

Something made me think it had an rss module in addition to the otrs one. But yes, changing the otrs one to point to a local file could work well. What do you think? -----Original Message----- From: MMoj(a)timocom.com <MMoj(a)timocom.com> Sent: Friday, 23 October 2009 8:58 PM To: User questions and discussions about OTRS. <otrs(a)otrs.org> Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sure it does, but there are the news from the OTRS website. So your point is to point to a local html / rss file to display it in the system? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 From: "James Morgan" <james.morgan(a)vernet.net.au> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Date: 23.10.2009 11:44 Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Sent by: otrs-bounces(a)otrs.org Can't remember, but doesn't the dashboard have an RSS feed reader? Maybe you could publish your notices as RSS and use that? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Fri 23/10/2009 8:07 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? We are using IBM Lotus Notes and Sametime, but my boss wants something like the "Upcoming Events" box on the right side of OTRS. Now I am looking for a way to enable such a feature if possible. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start < http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> "James Morgan" ---22.10.2009 15:01:35---Depends how tricky you want to be about it. You could start at the cheapest possible end and run OT <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "James Morgan" <james.morgan(a)vernet.net.au> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 15:01 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: < http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ Depends how tricky you want to be about it. You could start at the cheapest possible end and run OTRS inside of a frameset with the top frame for your announcements with a meta refresh tag. From there you could move up to editing the template to put it at the top of the screen. You could even write some Perl to do it. That said, I think you'll find the best solution is something you can run independantly of OTRS. Maybe an instant messenger service like Jabber running on the client machines could do the job for you? ________________________________ From: otrs-bounces(a)otrs.org on behalf of MMoj(a)timocom.com Sent: Thu 22/10/2009 11:44 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? Thats the way I wanted to solve it, but you know, somethimes that is not enough to make announcements by e-mail out of OTRS. Maybe someone has a module/feature scripted which does something like a pop up or a box in the dashboard where all upcoming events for maintenance are listed in one view. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 2< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:41:32---http://otrsbox/otrs/index.pl?Action=AdminEmail ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org> <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:41 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org ________________________________ http://otrsbox/otrs/index.pl?Action=AdminEmail < http://otrsbox/otrs/index.pl?Action=AdminEmail> ? On Thu, Oct 22, 2009 at 2:35 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Not really. Lets say, one of the webservers are down for maintenance and are not avaible for lets say 2 hours. Then an administrator or my boss himselfe want to annouce this to every agent using otrs. Therefore I would like to have a modul or an Menu Item where this notifications are announced in OTRS and every announce is log. Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 Inactive hide details for Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON< http://mail.vernet.net.au/exchange/jmorgan/Drafts/graycol.gif> Marco Vannini ---22.10.2009 14:31:26---Setting something like RewriteEngine ON <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> From: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Marco Vannini <marco.vannini(a)gmail.com <mailto:marco.vannini@gmail.com> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> To: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> "User questions and discussions about OTRS." <otrs(a)otrs.org < mailto:otrs@otrs.org> > <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Date: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> 22.10.2009 14:31 <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Subject: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Re: [otrs] Is it possible to announce server maintenance to all agents in otrs? <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> Sent by: <http://mail.vernet.net.au/exchange/jmorgan/Drafts/ecblank.gif> otrs-bounces(a)otrs.org <mailto:otrs-bounces@otrs.org> ________________________________ Setting something like RewriteEngine ON RewriteLog logs/rewrite.log RewriteLogLevel 0 RewriteCond %{REQUEST_URI} /otrs/index.pl <http://index.pl/> RewriteRule ^.*$ /outoforderforagent.html in apache and simply restart it ? On Thu, Oct 22, 2009 at 2:22 PM, <MMoj(a)timocom.com <mailto:MMoj@timocom.com > > wrote: Hey Ppl, I have a technical problem and don´t really know how to solve it. My Boss want a function or a module that administrators or himself can announce server maintenance or problems with the network or issues which have to be known by all agents. I thought I might get things done by using the Agent Info module, but it is not working how my Boss would like to it to work. Any suggestions how to solve such a problem or any help where to get a feature like this? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com <http://www.timocom.com/> Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489 --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < http://www.otrs.com/en/support/enterprise-subscription/> --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ <http://otrs.org/> Archive: http://lists.otrs.org/pipermail/otrs < http://lists.otrs.org/pipermail/otrs> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs < http://lists.otrs.org/cgi-bin/listinfo/otrs> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ < 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! 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ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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Is it possible to announce server maintenance to all agents in otrs?
by MMoj＠timocom.com 23 Oct '09

23 Oct '09

Hey Ppl, I have a technical problem and don´t really know how to solve it. My Boss want a function or a module that administrators or himself can announce server maintenance or problems with the network or issues which have to be known by all agents. I thought I might get things done by using the Agent Info module, but it is not working how my Boss would like to it to work. Any suggestions how to solve such a problem or any help where to get a feature like this? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Adding a custom editable field in ticket creation
by Cristian Marchionni 23 Oct '09

23 Oct '09

Hi, I have been "studying" otrs from various months before making it operative but I didn't found an explanation or example on how to put an additional field in ticket creation. I need to add a simple field like "contact phone number" . I try with the FreeText Option but I noticed that I can't edit it on the agent front end so if a customer made an error I can't correct it, i should send another mail to have it corrected while it could be more useful to edit this simple field. I verify that there are some free text field on the agent front end which are editable but I didn't found how to enable the same field in the ticket creation on the customer front end. Is there someone that had this need/issue ? Thanks in advance to all the list for every suggestion, Bye Cristian Marchionni

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