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Master Ticket Documentation
by Peter Beckman 09 Oct '09

09 Oct '09

I posted about this need a few months ago, was hoping that maybe 2.4.4 is the great white hope. http://lists.otrs.org/pipermail/otrs/2009-February/025597.html I finally gave up on the script and did them manually, because the API was too confusing. I simply need to email 21 people the same email and open 21 tickets. They can all be immediately closed, but I need to basically open the same ticket 21 times. But I only want to do this once. Can OTRS do it in the web interface? Easily? Am I still stuck writing a script that accesses the API in order to do this? --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

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Can't seem to close a ticket
by Sarah Baker 09 Oct '09

09 Oct '09

OTRS v2.3.2. I have a ticket, created by using the 'Email-Ticket' to Compose Email/ new ticket. Addressed from a specific queue to keep track of it. Now I cannot close it. The close generates mail that is sent to the email address of the queue and opens it again. How can I close it and how can I avoid this state in the future? Is there some misconfiguration issue? This doesn't seem to happen in the Phone-Ticket. - Sarah Baker Dir of Ops, mSpot Inc. 650-321-7000

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Why are the Services and SLA lists empty when a New Telephone or E-mail ticket is created ?
by Agustin de Landa Gil 09 Oct '09

09 Oct '09

Hi I have installed the OTRS System to test it. I have created services and SLAs without any problem, but when I try to create a ticket the lists of both are empty. Is there a configuration I am missing? Thanks, Agustín.

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customer ldap auth not working
by Jefferson Davis 09 Oct '09

09 Oct '09

Here are the relevant portions of Config.pm. Sorry if too verbose for the list. Admin interface allows me to query the ldap tree, but cannot login as a customer, would very much like to find out what I'm doing wrong here. # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldap.example.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=example,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'ou=users,dc=example,dc=com'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=manager,dc=example,dc=com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '<password>'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(mail=*@*)'; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'ldap.example.com', # ldap base dn BaseDN => 'ou=users,dc=example,dc=com', # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=manager,dc=example,dc=com', UserPw => '<password>', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(mail=*@*)', # if your frontend is e. g. iso-8859-1 and the charset of your # ldap server is utf-8, use this options (if not, ignore it) # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['givenName', 'mail'], CustomerUserSearchFields => ['uid', 'givenName', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # admin can't change customer preferences AdminSetPreferences => 0, # # cache time to life in sec. - cache any database queris # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; $Self->{UserSyncLDAPGroups} = [ 'users', ]; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } } -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Re: [otrs] 2.4.4 and ff 3.0.x
by Peter Beckman 09 Oct '09

09 Oct '09

If anyone is still having troubles with this after a restart of FF, do this: Firefox > Preferences > Advanced > Network > Offline Storage > Clear Now This was on a Mac OSX box for me, after two or three restarts, on FF 3.5.2. Was annoying enough that I thought I would add to the email archives. Beckman --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)angryox.com http://www.angryox.com/ ---------------------------------------------------------------------------

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Preventive maintenance
by Aquiles Cohen 09 Oct '09

09 Oct '09

Hi, I'm using OTRS with ITSM 1.3.1 in my Organization. i've all the computer CI's on CMDB. My question is. It's any way to do preventive maintenance to those CI's. Any clues to make this. thanks Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

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Having predefined subject themes
by Martignier, Philippe 08 Oct '09

08 Oct '09

Hello there, I am trying to reproduce others ticketing softwares functions and one is the predefined subject themes. I am not talking about predefined answers but predefined subjects themes during the input of the ticket (on the agent side only). This helps for statistics After reading, trying, tweaking and so on I did one thing that looks like that but that doesn't satisfy me at 100%. Here is what I did: Creating freefields from the sysconfig menu, then ticket, core ticket free text Then you can create a combo that allows you to choose the right topic but : - you can not do it during the initial input of the ticket (you have to go to freefields AFTER the ticket is saved) - having separate departments with their own queue, I have to show ALL predefined topics and not the ones related to the department in question (I did several drop list but it annoys me that the finance departments can look the topics of one other department for example) I hope I am clear enough as english is not my mothertongue :) Thanks for any ideas (It is my fourth week with OTRS so I hope I am missing a "special" feature) Greetings, Philippe 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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Manually removing multiple customer ID's on ticket creation
by Jeff Travers 07 Oct '09

07 Oct '09

We have multiple users belonging to multiple companies or in our case locations. I've followed the recommended steps in the admin manual by assigning each customer the same customer ID (separated by a semi colon). When an agent opens a ticket for the Customer, the Customer ID field is auto-populated with the multiple customer ID's assigned to that specific Customer. The agent then has to manually remove the Customer ID's (locations) that are not applicable. Can anyone recommend a better solution that wouldn't involve our agents having to manually remove each Customer ID that the ticket does not apply to?

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Responses and populating the TO: field
by Stephen Hall 07 Oct '09

07 Oct '09

In a quest to make things as easy as possible for our OTRS users, im looking to use Responses a lot. As part of this, i need to send a response as a hand off to another area which doesnt use OTRS, and therefore the handoff will be done by a Response, and then setting the To: field to the area who this is being sent to. Is it possible to assign a TO: field to be populated when a response is selected by the agent? Thanks in advance!

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E-mail problem
by benjamin anamoah 07 Oct '09

07 Oct '09

Hi, I want to know how i can add more users to the otrs system. I am now using the default settings and only one user can be added and the e-mail is popping up as an error. How can i add more users. Secondly, how can different e-mail be set for different customer<->users and customer<->groups Please i need some more explanation. Benjy

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