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reg:Customer Web Interface : customer name , logo config
by murli 18 Aug '09

18 Aug '09

Hello All, Customizing the customer web interface. I am new to configuring software tools. I need to have my Customer name and Customer Logo displayed in my customer web Interface. Where can I do this configuration? Thanks, Murli.

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2.3.4 RHEL Service list limited to 2
by Partington, Eric 17 Aug '09

17 Aug '09

Has anyone used the Service field in 2.3.4? I am trying to test using it and I noticed that I am unable to select more than the first 2 entries in the service list. I can set more than the 2 from the API (SOAP) and those changes are reflected in the ticket summary page but when selecting the freetext fields I am unable to select more than the first 2 entries from the Service table. Any ideas? Eric Partington | Security Monitoring and Compliance | Royal Bank of Canada |T: 416-348-4429 _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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Re: [otrs] "New message!" alert is gone on upgrade from 2.2.4 to 2.4.1
by Alan McKay 17 Aug '09

17 Aug '09

Why 2.4.1 and not 2.4.2? The message works for me in 2.4.2 clean install, not an upgrade -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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Bulk actions needs text
by Lars Monsees 17 Aug '09

17 Aug '09

Hi, with 2.3 an agent didn´t have to enter any text when moving multiple tickets into the junk queue. Now, I updated to 2.4.2 and am forced to enter a subject and body what is quite useless when moving junk mails. How can I get the old behaviour back? Lars

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Missing configuration parameters in 2.4
by Lars Monsees 17 Aug '09

17 Aug '09

Hi, I recently upgraded from 2.3.1 to 2.4.2 and now the following params are missing: $Self->{'Ticket::Frontend::AgentTicketPhone'}->{'ShownCustomerTickets'} $Self->{'Ticket::Frontend::AgentTicketEmail'}->{'ShownCustomerTickets'} I need them to prevent showing any old customer tickets when creating a new ticket. How can I do this now? Lars

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Automatic customer response via auto-responses <--> queues: email-ticket = yes; telefon-ticket = no
by Thomas.Thoma＠augsburg.de 17 Aug '09

17 Aug '09

Hi everyone, how do I set up otrs, in order to send a notification to the customer, if they send an email to support(a)eample.com, but NO NOTIFICATION, if the staff creates a telefone-ticket. I have tried to setup up this via auto response <-> queues, with the effect, that both ticket variants will fire an email (or none for both, if deactivate my settings form y support queue). + do I have to set up a second "(telefone-ticket)support" queue? If yes, can the ticket automatically be transformed to its former standard support queue, after the email has been fired, so there is still one main queue for new ticket arrivals? + has anybody another solution for our requirement? Here is my original german posting for the german readers: http://lists.otrs.org/pipermail/otrs-de/2009-August/011647.html Our system (OTRS: 2.3.4) is running on SUSE (Apache + MySQL). Kind regards, Tom

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searching the website
by Glossop, Andrew 15 Aug '09

15 Aug '09

I can't see any way to search documentation on the website. apart from downloading the PDF :) is this something that has been overlooked? not all the docs are in PDF :( I'm looking for info on creating plugins for the new dashboard. So far, I haven't been able to find anything. Is there a place where people share their customisations of OTRS ? Thanks in advance Andrew

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Otrs help in Australia
by Codatel Lists 15 Aug '09

15 Aug '09

I am new to otrs. I have installed a demo system and it looks good. It seems very flexible and not as easy as I thought to configure. I would like to speak to anyone (prefrebly) in Australia who may want to help in setting up a system for our company. regards, Zafer

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MM/DD/YYYY date format for US English
by Rob McKrill 15 Aug '09

15 Aug '09

I have been trying for quite a while now to figure out where I can change the date format for my installation and have hopefully exhausted all sources before asking a stupid question on the list here... I have the preferences in the agent interface set to ³United States English², double checked the settings in Kernel/Language/en.pm for all formats of the date/time. Everything still seems to show up as DD/MM/YYYY in all of the different spots (upper right of main screen, tickets). Is there something I am missing? I even tried changing the settings in the en.pm file from the default and the changes I made didn¹t seem to be used. Are there a different set of files being used for these preferences that aren¹t noted anywhere in the documentation? Thanks in advance, Rob

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LDAP and active directory authentication problems
by Joaquim Azevedo 15 Aug '09

15 Aug '09

Hi, I can't configure OTRS 2.4.2 (linux) to authenticate Customers from LDAP (Active Directory - windows 2008 server), I was configuring but I still get this error: "Identification incorrect your user or password was entered incorrect". My users are in several OU's but I created a group called otrs_C and use the following code in Kernel/Config.pm: ######################################## # Customer Info from LDAP: ######################################## $Self->{CustomerUser} = { Name => 'Active Directory', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '172.16.11.32', BaseDN => 'dc=arsalgarve,dc=local', SSCOPE => 'sub', UserDN => 'ad', UserPw => 'adpass', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; ######################################## # Customer Authentication against LDAP # ######################################## $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '172.161.11.32'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=arsalgarve, dc=local'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'ad'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'adpass'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_C,CN=builtin,DC=arsalgarve,DC=local'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 3268, timeout => 120, async => 0, #version => 3, }; Thanks in advanced, Joaquim Azevedo

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