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FW: Change owner
by Alan Creed 19 Aug '09

19 Aug '09

Hi all. I have a problem. When someone inserts a note, the owner doesnt change. I cant find an option that changes the owner when writing a note, any suggestions will be welcome. Thanx!!!!!!!!!!!!!!!!!!!!!!!! _________________________________________________________________ Planea tu salida al cine. Aprovechá MSN http://entretenimiento.latam.msn.com/ar/cine

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GenericAgent time since ticket moved or last action
by Stephen Gebbie 19 Aug '09

19 Aug '09

Hi I am trying to write (command line) a GenericAgent to automatically close tickets that are in a 'complete' folder once they have been in that folder for 1 week. but I cannot find the keyword for TimeSinceLastAction or TimeSinceMoved or something like that the tickets can be over 18 days old and still active in other queues. I can only calculate time from when they were moved into the 'complete' queue. and at this point after 7 days tickets would be locked and unlocked states. does anyone know the keyword I need or even a list of the keywords available, i havnt been able to find a definitive list thanks steven

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users vs "customer users"
by Alan McKay 19 Aug '09

19 Aug '09

Hey folks, I've got perhaps a bit of unique situation. I'm the head of the IT team in our small company with about 20 employees, and I plan to use OTRS for internal requests from the people that our team supports. For this I have a queue "Internal Support" and an email address it_support(a)example.com But I also plan to use it for our external customers, with a queue "External Support" and email support(a)example.com So I want to set up accounts for everyone in the company, and I'm thinking they should all be "Users" and not "Customer Users". Even though they will be MY customers for the tickets the open into my IT group. However, any tickets coming in from external customers may end up getting assigned to just about any of them. So this seems to make sense to me. Only, I don't really know what the differences are "under the hood" between "User" and "Customer User" Does anyone forsee a problem with this? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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LDAP Sync (Agent -> DB)
by David Holder 19 Aug '09

19 Aug '09

Hi Everyone, I got OTRS working on a Windows platform but later decided to move over to Linux. I had LDAP authentication/synchronisation working fine on Windows. I copied the relevant sections from my config.pm on my Windows machine to my Linux one. However when I try and log on I get: Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid. I have ensured that NET::LDAP is installed. Here is the code from my config.pm with the obvious stuff omitted: # This is an example configuration for an LDAP auth. backend. # (take care that Net::LDAP is installed!) $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'servername.companyname.local'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=companyname,dc=local'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; # 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->{'AuthModule::LDAP::GroupDN'} = 'cn=OTRS_Agents,ou=OTRS_Groups,dc=companyname,dc=local'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; # for ldap posixGroups objectclass (just uid) #$Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (with full user dn) $Self->{'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->{'AuthModule::LDAP::SearchUserDN'} = 'CN=OTRS Searcher,OU=OTRS LDAP Searcher,DC=companyname,DC=local'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'searcherpassword'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. #$Self->{'AuthModule::LDAP::UserSuffix'} = ''; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; # Now sync data with OTRS DB $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'servername.companyname.local'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=companyname, dc=local'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'cn=OTRS Searcher,ou=OTRS LDAP Searcher,dc=companyname,dc=local'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = 'searcherpassword'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; Can someone please help as to what I'm doing wrong? other than the config.pm, are there any files that reference the OTRS MYSQL username/pass (I changed it once in the installer). Thanks, David

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aristedc@att.net is reporting mails sent to this list as spam
by Ralf Hildebrandt 19 Aug '09

19 Aug '09

aristedc(a)att.net is reporting mails sent to this list as spam -- I received two Yahoo!-Abuse Feedback mails. Please unsubscribe that troublemaker. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

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Changing NumberGenerator
by Karlos Jelez 19 Aug '09

19 Aug '09

Hi List, I would like to change the NumberGenerator from "Date" to "DateCheckSum". Currently our OTRS has hundreds of tickets. Does anyone know if there are troubles after the change? Thanks in advance Karlos

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upgrade from 2.3.4 to 2.4.3 missing features :(
by Rachid Zarouali 19 Aug '09

19 Aug '09

Hy all, i've recently upgraded in a vm test our otrs system to 2.4.3, but as i can see the very powerful dashboard, it seems i'm missing some of the new features like the new ticket list view, bulk action .... ? any clues why and how to gain access to all the cool new features ? Rachid

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Update to 2.4.2 problem with forward tickets with attach on it
by IT easyap 19 Aug '09

19 Aug '09

Hello, i just upgrade my system from 2.2 to 2.4.2 . Every thing looks almost fine except ticket forward. When you try to forward a ticket with an attach the attach disappear. This issue only occurs with new tickets, old tickets (prior to migration) stored works fine. Our configuration is Linux Mysql Otrs 2.4.2 Web browser IE Thanks in advance for your help.

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Shrink database
by Mercator GmbH 19 Aug '09

19 Aug '09

I have a problem with OTRS (old version, 1.3.2). The database has grown a lot and now it takes A LONG time to load the pages!! How can I shrink or purge the database so that it becomes faster? Just deleting the articles is - IMHO - not the right way, because the articles still remain in the database. Right?! Please help on this. I need OTRS for work and I cannot work in this way, it takes 5 minutes to load the first page and sometimes several minutes to change from one page to the other. It's not my server, because other MySQL programs just work fine! Thanks, marc

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Apache::DBI/Reload and Mod_Perl support assessment
by David Holder 19 Aug '09

19 Aug '09

Hi Everyone I've got OTRS installed onto a Fedora Core 11 box and would like to resolve these performance issues: Check Comment State Check if the system use Apache::DBI. Apache::DBI should be used to get a better performance (pre establish database connections). Critical Check if the system use Apache::Reload/Apache2::Reload. You should use Apache::Reload or Apache2::Reload to increase your performance. Critical Check used mod_perl version. You should use mod_perl to increase your performance. Critical I have ensured that mod_perl / apache2::reload / apache::DBI is also installed. I know for apache::DBI requires modification of the config.pm <http://config.pm> file. But with the windows version of OTRS the apache2::Reload and mod_perl were turned on by default. Excuse my Linux n00bness, would really appreciate some help with getting these issues resolved. Thanks. David

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