- otrs - OTRS mailing lists

Re: [otrs] Customer interface - Hidding messages
by Michiel Beijen 15 Jul '09

15 Jul '09

Hi Fernando, In TicketZoom you'll have your options on the right hand side of the screen. Choose for "Forward" under "Article". Here you can select "email-internal" which will make the email only visible to agents with permissions on the queue and not to customers. -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Fri, Jul 10, 2009 at 10:46, Fernando Frediani (Qube) < fernando.frediani(a)qubenet.co.uk> wrote: Hi, I have my OTRS with Agents and Customers interface running fine. When a customer sends an e-mail and it creates a ticket normally wich is then assigned to an agent. This agent eventually from the system sends e-mail to suppliers(via OTRS not copying the client) for example to get quotes and then get back to the client via OTRS as well. Problem is that if the customer logs in to the customer interface he can see all these messages that were sent to e-mails other than his. Anyone knows a workaround for it where he can only see the messages where his e-mail is present? Wondered if anything to do with one of these settings: CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sn', 'givenName', 'sAMAccountName', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 25, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Thanks Fernando *Qube Managed Services Limited*:: *The Engineer’s Choice for Co-Location, Internet Bandwidth, Design & Build, and Managed Servers* *Qube Managed Services Limited :: Company Number 6215769 Registered in England and Wales :: VAT Registration No: GB 933 8400 27 * This e-mail and the information it contains are confidential. If you have received this e-mail in error please notify the sender immediately. You should not copy it for any purpose, or disclose its contents to any other person . P* **Please consider the environment - do you really need to print this email?* --------------------------------------------------------------------- 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/

1 0

"Download Settings" misleading
by Alan McKay 14 Jul '09

14 Jul '09

It says this is "all system config changes", but when I look at the perl file this is not the case at all. It is in fact only a tiny fraction of everything I've changed. Is this perhaps maybe just everything that is not otherwise in the database? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

1 0

HTML reports via e-mail in OTRS
by Nikolay Yatsyshyn 14 Jul '09

14 Jul '09

Hello all! Some month ago I ask question about sending reports via e-mail. from otrs/bin/mkStats.pl I can get output only in pdf or csv. Maybe somebody can explain how to make from it html message and send it via e-mail as message body not as attached file? Thanks.

2 1

Where did I find these options?
by Alan McKay 14 Jul '09

14 Jul '09

Wow, I'm looking and looking and looking, and do not recall how I found them earlier. One of the options was whether the site is HTTP or HTTPS, and there were a lot of other ones - many of which I originally had set manually in one of the .pm files (Config.pm? I don't have the system accessible right now) based on googling I'd done on setting various things. Then at work today I somehow stumbled upon a screen of settings with those and a whole bunch more other things. Now I've just spent 30 or 40 minutes going through all the settings several times and cannot find this screen! (I do have the system accessible from home via the web) -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

2 1

LDAP for Windows 2000 AD
by Alfredo Frugone 13 Jul '09

13 Jul '09

I've setup LDAP to use AD for agent authentication, my configuration is: Otrs Server: Debian lenny AD: Windows 2000 Server: 172.27.110.123 Domain: mycompnay.com AD User group= OtrsAgent User in group: my name pass:12345678 User "my name" has adminsitrative privileges in windows AD. I put this in the Config.pm file: # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # Agent Authentication $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '172.27.110.123'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=mycompany, dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=my name,ou=OtrsAgent,dc=mycompany,dc=com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '12345678'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=OtrsAgent,dc=mycompany,dc=com'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; # ---------------------------------------------------- # First login using DB, I set up a group in Otrs admin with the name OtrsAgent, a usr "my name" with pass=12345678, then I changed the config.pmfor LDAP. The login form changes, but if I put a user from OtrsAgent group I get: Login failed! Your username or password was entered incorrectly So my questions are: 1.- what's wrong in the Config.pm? 2.- How can I login to otrs? I'tried to login with Otrs or AD users, but is not possible. 3.- How can I check if LDAP client is running OK? Any help is wellcome, I've digg the internet and manual, but I still cant find the aswers. Saludos Alfredo

2 1

Re: [otrs] Apache::Reload Module error - Solved
by Pete 13 Jul '09

13 Jul '09

Hi, thanks for your reply. I checked all the modules and it seemed to be right. One thing about perl modules in debian, you can and should install them using aptitude (at least those that are availabe), ex. aptitude install libpdf-api2-perl, aptitude install libnet-ldap-perl, everything seems to be ok on that part although i experimented a few things so not completly sure The thing that was not working was a single "if" in otrs2.conf: <IfModule Apache2/Reload.pm> PerlModule Apache2::Reload PerlInitHandler Apache2::Reload </IfModule> I remove the if and the modules load withou problem and now the package manager works ok. Thanks. -- Pete On Mon, Jul 13, 2009 at 5:30 PM, Marco Vannini<marco.vannini(a)gmail.com> wrote: > On my fedora I had to install all the perl modules via CPAN. > Than you should pay attention to apache conf.d script loading order too (it > is loaded in alphabetical order). > To chek, download support assestment package and/or > $OTRS_HOME/bin/otrs.checkModules > MV > > > > On Mon, Jul 13, 2009 at 5:57 PM, Pete <peteredhair(a)gmail.com> wrote: >> >> Hi >> >> i'm having trouble with an error that i expect might have occured to >> others. >> >> I'm running Debian lenny (5.0) up-to-date and installed the OTRS2 package. >> >> I'm having however a problem wich i could not overcome yet although i >> think i found some info about it, unfortunately in German. >> >> I've installed libapache2-reload-perl and also libmodule-refresh-perl. >> When i check the packages everything seems to be properly installed. >> >> Here it goes: When i select package manager i get the following error >> about apache reload. >> >> Can someone give me some pointers on how is this solved ? Thanks. >> Pete >> >> >> [ OTRS ] xxxxxxxxxxxxxxxxxxxxxxxx 16:16:13 - >> 07/13/2009 >> >> Error: Sorry, Apache::Reload or Apache2::Reload is needed as >> PerlModule and ". [..] >> Comment: >> Bug Report: >> >> >> Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule >> and ". >> "PerlInitHandler in Apache config file. >> See also scripts/apache2-httpd.include.conf! >> >> Traceback (27021): >> Module: Kernel::Output::HTML::Layout::Error (v1.51.2.10) Line: 1146 >> Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.10) Line: >> 1126 >> Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 66 >> Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 >> Module: >> ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler >> (v) Line: 47 >> Module: (eval) (v1.81) Line: 204 >> Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 >> Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 >> Module: ModPerl::Registry::handler (v1.99) Line: 31 >> >> "> >> Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Mon Jul 13 >> 16:16:13 2009 >> >> Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule >> and ". >> "PerlInitHandler in Apache config file. >> See also scripts/apache2-httpd.include.conf! >> >> Traceback (27021): >> Module: Kernel::Output::HTML::Layout::Error (v1.51.2.10) Line: 1146 >> Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.10) Line: >> 1126 >> Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 66 >> Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 >> Module: >> ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler >> (v) Line: 47 >> Module: (eval) (v1.81) Line: 204 >> Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 >> Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 >> Module: ModPerl::Registry::handler (v1.99) Line: 31 >> --------------------------------------------------------------------- >> 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/ > > > --------------------------------------------------------------------- > 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/ > -- Pete

1 0

[Fwd: otrs save config question]
by Stephen Hawkins 13 Jul '09

13 Jul '09

OTRS, I don't think I explained my problem very well. When I create a new queue and add it to my view (or anyone elses for that matter), it feels to me like I have a permissions problem as the set up to add the queue to my view only lasts until I log out. When I log back it it is gone. Can anyone tell me where this data is stored so I can see if it is actually getting written to what ever DB it is stored in. Thanks Steve -- Steve Hawkins Technical Support Engineer -- Palisade Systems, Inc 2625 N. Loop Drive, Suite 2120 - Ames IA, 50010 USA Email: support(a)palisadesys.com - Web: http://www.palisadesys.com/ Phone: 1(888) 325-6500 --

1 0

Apache::Reload Module error
by Pete 13 Jul '09

13 Jul '09

Hi i'm having trouble with an error that i expect might have occured to others. I'm running Debian lenny (5.0) up-to-date and installed the OTRS2 package. I'm having however a problem wich i could not overcome yet although i think i found some info about it, unfortunately in German. I've installed libapache2-reload-perl and also libmodule-refresh-perl. When i check the packages everything seems to be properly installed. Here it goes: When i select package manager i get the following error about apache reload. Can someone give me some pointers on how is this solved ? Thanks. Pete [ OTRS ] xxxxxxxxxxxxxxxxxxxxxxxx 16:16:13 - 07/13/2009 Error: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and ". [..] Comment: Bug Report: Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and ". "PerlInitHandler in Apache config file. See also scripts/apache2-httpd.include.conf! Traceback (27021): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.10) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.10) Line: 1126 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 66 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 "> Traceback: ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Mon Jul 13 16:16:13 2009 Message: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and ". "PerlInitHandler in Apache config file. See also scripts/apache2-httpd.include.conf! Traceback (27021): Module: Kernel::Output::HTML::Layout::Error (v1.51.2.10) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.51.2.10) Line: 1126 Module: Kernel::Modules::AdminPackageManager::Run (v1.46.2.3) Line: 66 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

2 1

Ticket Type / ITSM
by Christoph Ohliger 13 Jul '09

13 Jul '09

Hi, I have a ITSM related question. When creating a ticket (phone or email based), there is the possibility to choose the ticket type (incident, problem, ...). I haven´t seen any possibility to access this ticket type after the ticket is created, for example if the type is changing within the working process ? regards Christoph Ohliger

2 3

Cannot log in because of mail gateway failure!
by Alan McKay 13 Jul '09

13 Jul '09

Hey folks, On Friday I was trying to get the email gateway working but was not able to, so I just left it to com back to today. This morning I try to log in with my username/password and it takes a really long time and finally comes back to tell me that it cannot connect to my mail server! Which was the same error I was getting on Friday when trying to test the email gateway. Aaaaa! WTF? Looks like I'm going to have to hack the DB to get going again - but where/how? I have phppgadmin installed (running on Postgres) so it should not be difficult as long as I know where to go. Help me Obi-Wan Kenobi, you're my only hope! thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

1 1