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Re: [otrs] OTRS - not like RT
by Sridhar Kusumba 27 Sep '09

27 Sep '09

Dear Alexander, You are correct, I would like the agents to use the email client to correspond with the customer once the ticket is opened / locked. Initially when the notification is received by the agent, he will goto web interface and "lock" the ticket. Subsequently, he would need to reply from his mail client since series of communication would happen with the customer and many times the agent will not be accessible to web interface. He would simply receive the mail on his mobile and reply. However, all such replies must be routed to OTRS first and inturn the OTRS should relay it to the customer as if it was sent thru support(a)xyz.com and not from the agent's id. I am not worried about not being able to use the templates or answers from FAQ in this scenario. In RT, once the ticket is assigned to an agent, agent will get a notification. Subsequently, his reply to that notification would route the mail to RT which inturn will relay the same to the customer. If customer again responds to the same, the same will goto RT and gets relayed to the agent's id. This way, agent though is communicating from his email id, his id is never exposed to the customer and customer would always see support(a)xyz.com. Please reply, Greetings, Kusumba S Alexander Halle wrote: Sridhar Kusumba >wrote: > > >Fundamentally, >>I would like the 'agent' to be independent of accessing OTRS through >>web interface for replying to tickets. >> >> >[...] > > >Now, I would >>like the 'agent' to just reply the mail he has received and the same >>should arrive at support(a)xyz.com. Inturn, OTRS should relay the same to >>the customer. Further when customer sends the reply, OTRS should >>receive the same and send it to 'agent'. >>Hi, > > >>if I understand you right the agents shall use their own email client >for answering tickets instead of using the OTRS web interface ? > > >>Since I have no experience with RT and have never heard of someone >using OTRS in this way could you explain me the advantage ? :( > > >>You would loose the ability to use answer templates or to include FAQ >entries. Further the agents would have to use the web interface in >parallel for ticket actions (lock / unlock, wait, change queue), >wouldn't they ? > > >>Please describe your workflow a bit more for an appropriate answer. But >AFAIK you can't tell OTRS to accept certain mails as internal agents >answers. I think you would have to extend the postmaster filter for >such a feature. > > >>Regards > > >>Alexander > > >>-- > >>radprax Gesellschaft fuer medizinische Versorgungszentren mbH, > >>Bergstr. 7 - 9, 42105 Wuppertal, > >>Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 > >>Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. >Renate Tewaag > >>Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE >814559152 > >>Web: http://www.radprax.de > > >>--------------------------------------------------------------------- > >>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/ >>. > > > Try the new Yahoo! India Homepage. Click here. http://in.yahoo.com/trynew

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OTRS - not like RT
by Sridhar Kusumba 27 Sep '09

27 Sep '09

Dear All, Its now thirteen days I have been playing around with OTRS and setting it up in place of existing RT. However, I still feel that there are few limitations in OTRS compared to RT. I am not sure if I should call them limitations or that I am not able to achieve the required functionality. Here is what I wish to achieve and any help is highly appreciated. Fundamentally, I would like the 'agent' to be independent of accessing OTRS through web interface for replying to tickets. (Ofcourse, the ticket is configured to 'lock' on follow-up). Customer abc(a)klm.com sends mail to support(a)xyz.com. OTRS will then send "New Ticket # 12345" to customer and also sends a notification to the agent configured to "support" queue. (Till here everything works for me except that the 'customer' receives email from support(a)xyz.com and the 'agent' is receiving from otrs(a)xyz.com) Now, I would like the 'agent' to just reply the mail he has received and the same should arrive at support(a)xyz.com. Inturn, OTRS should relay the same to the customer. Further when customer sends the reply, OTRS should receive the same and send it to 'agent'. I have tried playing around with "notification" etc. All the messages to the agent are going from otrs(a)xyz.com and not from support(a)xyz.com. I am planning to have multiple queues. I did not see anywhere as how the system will be able to receive mail from otrs(a)xyz.com since the same is not configured to 'receive' anywhere. Will appreciate help in achieving the same. Greetings, Kusumba S From cricket scores to your friends. Try the Yahoo! India Homepage! http://in.yahoo.com/trynew

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Background color in agent web interface
by Régis OBERLE 27 Sep '09

27 Sep '09

Hello OTRS fans, I've just upgraded from ITSM 1.0.2 to ITSM 1.1.1 The background color (above header and below footer) of the agent web interface has changed from white to dark blue. How can I revert back to white ? Which file in Kernel/Output/HTML has to be changed ? I had a look but it's hard to find for a newbie. Thanks and regards, Régis

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OTRS - not like RT
by Sridhar Kusumba 27 Sep '09

27 Sep '09

Dear All, Its now thirteen days I have been playing around with OTRS and setting it up in place of existing RT. However, I still feel that there are few limitations in OTRS compared to RT. I am not sure if I should call them limitations or that I am not able to achieve the required functionality. Here is what I wish to achieve and any help is highly appreciated. Fundamentally, I would like the 'agent' to be independent of accessing OTRS through web interface for replying to tickets. (Ofcourse, the ticket is configured to 'lock' on follow-up). Customer abc(a)klm.com sends mail to support(a)xyz.com. OTRS will then send "New Ticket # 12345" to customer and also sends a notification to the agent configured to "support" queue. (Till here everything works for me except that the 'customer' receives email from support(a)xyz.com and the 'agent' is receiving from otrs(a)xyz.com) Now, I would like the 'agent' to just reply the mail he has received and the same should arrive at support(a)xyz.com. Inturn, OTRS should relay the same to the customer. Further when customer sends the reply, OTRS should receive the same and send it to 'agent'. I have tried playing around with "notification" etc. All the messages to the agent are going from otrs(a)xyz.com and not from support(a)xyz.com. I am planning to have multiple queues. I did not see anywhere as how the system will be able to receive mail from otrs(a)xyz.com since the same is not configured to 'receive' anywhere. Will appreciate help in achieving the same. Greetings, Kusumba S Try the new Yahoo! India Homepage. Click here. http://in.yahoo.com/trynew

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Access denied for user 'otrs'@'localhost'
by Prince Chavez 26 Sep '09

26 Sep '09

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Can't locate object method "new" via package "Kernel::Config"
by Frank Goenninger - Consequor Consulting AG 25 Sep '09

25 Sep '09

Hello OTRSers, I am a bloody newbie re OTRS. In a brave attempt to install OTRS 2.4 on FreeBSD 7.2 with MySQL 5.1.38 using Perl 5.10.1 I get the following error: Software error: Can't locate object method "new" via package "Kernel::Config" at /serv/ opt/otrs/bin/cgi-bin/installer.pl line 53, <DATA> line 275. This occurs after having enter the database info on screen #2 in the Installer ( http://web.consequor.eu/otrs/installer.pl ). I ran out of ideas as all checks I could find via WWW and mailing lists just say "Syntax OK" and that's about it. I double checked the perl env and all modules are installed ok. Any ideas, hints, advice really appreciated! TIA! Cheers Frank

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Is OTRS good for me?
by Leandro Dardini 25 Sep '09

25 Sep '09

Hello, We are the IT sector of a Municipality, with over than 90 people working in solving problems from server to PC, from network to phone and so on. We serve around 2.000 people. We have few groups of technicians, each specialized in some sort of problems. Now each tech group has his own ticketing system, some self made, some use OS products, some use commercial one. Problems arise when a ticket has to be moved from one ticketing system to another. Solution can be the use of the same ticketing system for all tech guy. We check each single OS and commercial product already used and they don't satisfy our needs. So, maybe, OTRS can be the answer. The big problem is we have to mantain the tech sector division: networking, programming, telephony, servers, etc. Each sector needs an easy interface to check tickets open by users and to check tickets loaded to other sectors. Each IT guy can be member of more than one sector and have to see only the tickets opened by the sectors he belong and loaded by the sectors he belongs. Other ticketing systems have the limitation to permit only a bitwise security. If you are a tech guy, you can see all tickets, if you are a user, you see only the tickets of your group. Is OTRS different? Leandro ---------------------- Dott. Leandro Dardini Sistema Informativo Comune di Prato Via Cairoli, 16 59100 Prato Tel: +39 05741835216 Fax: +39 05741835212 Mobile: +39 3474501445

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Re: [otrs] Where is notification template for
by Bastien Leblanc 25 Sep '09

25 Sep '09

Hi, You can find the the notification template for this one in Admin SysConfig searching for Frontend::Customer And then look for CustomerPanelBodyNewAccount: Bastien, 2009/9/24, Anderson, Ken <Ken.Anderson(a)oasolutions.ca>: > Using the customer-facing website (via Customer.pl), I created a new customer user. The new customer user was sent the following email. (I’ve replaced actual data with stuff in [] tags.) I’d like to change the text of this email, but I can’t figure out where to do so in the admin app. Does anyone know? Thanks, –Ken Subject: New OTRS Account! Hi [firstname], you or someone impersonating you has created a new OTRS account for you (Christine Twist). Login: [firstname.lastname>@oasolutions.ca] Password: <password> http://[myserver.company.ca]/otrs/customer.pl Your OTRS Notification Master Ken Anderson Senior Systems Consultant OA Solutions Victoria*Vancouver*Edmonton tel. (250) 385-4333 x219 fax. (250) 483-3380 ken.anderson(a)oasolutions.ca www.oasolutions.ca > --------------------------------------------------------------------- > 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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Customer/ LDAP auto create?
by Bastien Leblanc 25 Sep '09

25 Sep '09

Hi, We use LDAP backend for agents, and we would like to extend it to customer users. I know thats agents that are not in OTRS DB are created at their first login. But how can that be achieved for customers? I am able to authentificated customers against LDAP but only if customer is already created. Part that I added to my Config.pm: $Self->{CustomerUser} = { Name => \'LDAP Backend\', Module => \'Kernel::System::CustomerUser::LDAP\', Params => { # ldap host Host => \'ldap.example.fr\', SSCOPE => \'one\', # ldap base dn BaseDN => \'ou=user,dc=ldap,dc=example,dc=fr\', Params => { port => 1389, }, }, CustomerKey => \'uid\', CustomerID => \'mail\', CustomerUserListFields => [\'cn\', \'mail\'], CustomerUserSearchFields => [\'uid\', \'cn\', \'mail\'], 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\', \'cn\', 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 ], ], }; Thanks for your answer, Bastien.

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Problem Getting Mail
by Prince Chavez 24 Sep '09

24 Sep '09

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