- otrs - OTRS mailing lists

Using OTRS as a requester
by Mohamed-Amine Kadimi 12 Oct '09

12 Oct '09

Hi all, We are already using OTRS to handle our clients requests. We occasionnaly have to contact our providers support services and they open tickets for us using their ticket tracking systems. What we need is to be able to handle tickets by more than one technician of our company and also we need to have traceability and statistics. AFAIK OTRS is only intented to handle client requests, would it be possible to use it in the other sense to handle request we send to our providers? otherwise what solution would you advise? Many thanks _________________________________________________________________ Windows Live: Keep your friends up to date with what you do online. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

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Re: [otrs] Master Ticket Documentation
by Peter Beckman 12 Oct '09

12 Oct '09

Michiel Beijen wrote: > Have you read the thread called 'enable Master/Slave ticket feature' from > this week? and also the youtube vid: http://www.youtube.com/watch?v=zkc_qTCSloo Just did now. While creating a Master seems easy, the process to make a Master after the fact is pretty convoluted! The video did help me understand the purpose. > You should still create 21 tickets of course, but they can be created > very fast and linked to the master ticket. You can send out emails and > close the child tickets from the master. > > If you'd want to create tickets even faster, you could look into using > Ticket Templates: http://www.jbothe.de/blog/?p=130 Since I don't read German, I had to use Google Translate, and to be perfectly honest, I have no clue what his Blog Entry is attempting to explain. I _THINK_ what he's adding is some buttons at the top of the page that set a few of the page variables so that you don't have to fill that in each time for a commonly recurring ticket response. I see the value in that. Still, this seems to be the recommended course of action: 1. Create a Master Ticket 2. Create 21 Slave Tickets (Phone?) 3. Send an email to the Master Ticket and close it. That definitely helps the situation compared to 2.3.x. But I still have a problem with "Create 21 Slave Tickets." That's something I have to do 21 times. I have a customer database linked into OTRS, I'd like to simply provide a comma delimited list of either userIDs or email addresses, and have OTRS create a new ticket for each one. I know this can be accomplished with the API, but for this instance, creating 21 tickets seems easier than trying to learn the API and create a script. However, when 21 tickets turns into 200 or 500, ouch. I'm still shocked there is no easy way to use OTRS to proactively communicate with a bulk set of customers. Looking at the API, how would I use Kernel::System::Ticket->TicketCreate to create tickets that are associated with a Master ticket? My guess: $TicketObject->TicketFreeTextSet( Counter => 1, # Or should this be 12 as in the video? Key => 'Slave', Value => '12481', # Ticket Number of the master TicketID => '12482', # Ticket Number of the slave UserID => 123, # Is this a Kernel::System::User or a Kernel::System::CustomerUser? ); So maybe I can write something that, once I create the Master ticket, I can write a short snippet that creates the tickets and then associates them with the Master Ticket. Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

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Re: [otrs] otrs with ldap issue
by akr lot 12 Oct '09

12 Oct '09

Hi thanks for your answer. could anybody provide a sample working config with ldap thanks in advance _________________________________________________________________ Windows Live: Friends get your Flickr, Yelp, and Digg updates when they e-mail you. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

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otrs with ldap issue
by akr lot 11 Oct '09

11 Oct '09

Hi; i have installed otrs on ubuntu and i want to authenticate agents and customers with active directory. i start with configuration for agents but i can't login with my active directory account. in /var/log/messages there is this error: Oct 10 10:35:30 ubuntu OTRS-CGI-10[26784]: [Notice][Kernel::System::Auth::DB::Auth] User: user1 doesn't exist or is invalid!!! (REMOTE_ADDR: 127.0.0.1) here's my /etc/otrs/Kernel/config.pm: Thanks for your help ---------------------------- # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.18 2006/09/07 16:15:41 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; BEGIN { if (-f '/etc/otrs/database.pm') { require '/etc/otrs/database.pm'; if ($dbtype eq 'pgsql') { $dbport ||= '5432'; our $dsn = "DBI:Pg:dbname"; } else { $dbport ||= '3306'; our $dsn = "DBI:mysql:database"; } } } sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # First backend, a LDAP tree $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'kdc.domain.com'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'dc=aa,dc=zz,dc=ee'; $Self->{'AuthModule::LDAP::UID1'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN1'} ='cn=otrs_agent,ou=users,ou=aaa,dc=aa,dc=zz,dc=ee'; $Self->{'AuthModule::LDAP::AccessAttr1'} = 'memberUid'; $Self->{'AuthModule::LDAP::UserAttr1'} = 'UID'; $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'user1'; $Self->{'AuthModule::LDAP::SearchUserPw1'} = 'pass'; # $Self->{'AuthModule::LDAP::AlwaysFilter1'} = ''; $Self->{'AuthModule::LDAP::UserSuffix1'} = 'domin.com'; $Self->{'AuthModule::LDAP::UserLowerCase1'} = 0; $Self->{'AuthModule::LDAP::Params1'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{'AuthModule::LDAP::Die1'} = 1; # Second backend, internal OTRS DB $Self->{'AuthModule2'} = 'Kernel::System::Auth::DB'; $Self->{'AuthModule::DB::CryptType2'} = 'crypt'; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = $dbserver || 'localhost'; # Database # (The database name.) $Self->{Database} = $dbname || 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = $dbuser || 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = 'hot'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "$dsn=$Self->{Database};host=$Self->{DatabaseHost};port=$dbport;"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/usr/share/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # switch off the web based installer for the Debian package $Self->{SecureMode} = 1; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.18 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; _________________________________________________________________ Windows Live: Make it easier for your friends to see what you’re up to on Facebook. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

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Notification (Event) not working...
by P Roq 09 Oct '09

09 Oct '09

Dear All, I had upgraded from 2.3.3 to 2.4.4, and the close ticket mail to customer stopped work. I'd try to configure the Notification (Event) on success close and on unsuccessful close, but without success. The rest of the mail events are ok (New Ticket p.ex.). Do you know if there are some bug, or if I need some aditional configuration ? Thanks in Advance Regards Pedro _________________________________________________________________ Windows Live Hotmail: Your friends can get your Facebook updates, right from Hotmail®. http://www.microsoft.com/middleeast/windows/windowslive/see-it-in-action/so…

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v2.3.2 leading spaces in ticket field are not ignored.
by Sarah Baker 09 Oct '09

09 Oct '09

OTRS V2.3.2 I'm not sure if this is true in all locations that you enter a ticket number, but I'm always annoyed when I try and merge two tickets, copy the ticket number from another window and paste it in to the merge ticket request window (invariably with leading spaces) and then have it say permission denied simply because there were leading spaces in the ticket number. It took me a bit to figure out that the error message had nothing to do with permissions of the ticket I was trying to merge, but an permissions on a ticket with spaces in it. Does 2.4 improve on this behavior? - Sarah Baker

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Change the order of the Tickets in the dashboard 2.4
by Benjamin Mateev 09 Oct '09

09 Oct '09

Hi, I am pretty new to the dashboard and would like to change the shown tickets in the dashboard. But just the ordering, so it shows the oldest tickets and not the newest, cause the older ones are important and need to be answered quicker. I searched in the Options for Frontend:Dashborad but I am not sure how to change that exactly. Can somebody help me with this one? Probably just a change in the SQL Query adding a DESC somewhere. Thanks Ben

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Free text i ticket menu
by Adam Bator 09 Oct '09

09 Oct '09

Hi, I am trying to set up FreeText in ticket menu. This is for master/slave functionality but alone FreeText does no work. In sysconfig: Ticket -> Frontend::Agent::Ticket::MenuModule I have selected this opion: Ticket::Frontend::MenuModule###310-FreeText: Module to show free text link in menu. But link does not apear in UI.When I manualy enter a link to FreeText ?Action=AgentTicketFreeText&TicketID=xxxx I get the fallowing error. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Fri Oct 9 16:03:54 2009 Message: Module Kernel::Modules::AgentTicketFreeText not registered in Kernel/Config.pm! Traceback (13212): Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 684 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 204 Module: ModPerl::RegistryCooker::run (v1.88) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 I do no seen in examples or documentatin what to put in the Config.pm I have tryied to put something to Config/Files/ZZZAAuto.pm but no luck Can sombody help? Regards Adam

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Re: [otrs] Having predefined subject themes
by Martignier, Philippe 09 Oct '09

09 Oct '09

I found a way to have these combo on the phone ticket via sysconfig and by search of AgentTicketPhone ... Now the agent can choose the freefield during the initial input but what I want to propose only the combo related to a department and not all predefined subjects of all departments ... By the way is there a way to put a sender by default ? (most of the time, customers wont be in the data base so I created a phone customer that will be used for these cases) MANY THANKS IN ADVANCE!!!! (I know it's Friday but ... :) 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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Queue Configuration: Customer Move, State and Owner Ntification missing
by Vance Walsh 09 Oct '09

09 Oct '09

Greetings I was notified that my users has stopped getting notifications when we changed owners of tickets. When I went to the Queue I do not see an option in its configuration to change Customer Move Notify nor State or Owner Notify We are running 2.4.2 and I am curious if anyone else has seen this or if it had been a function which was moved Thanks in advance Vance Walsh Help Desk Manager Harmonix Music Systems 625 Massachusetts Ave Cambridge, MA 02139 vance.walsh(a)harmonixmusic.com <mailto:grich@harmonixmusic.com>

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