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(no subject)
by TSE_ SAM 16 Jun '09

16 Jun '09

Hello Everyone! I want to set the phone-ticket's first column is "customer ID" and change its name to "Mobile Phone". And make a new "Create" buttom at the top of right. I haved used much time to found that how to change above setting in admin sysconfig. Hope someone can help me. Thanks a lot. Best Regards, Sam Tse _________________________________________________________________

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SLA times seem to ignore WorkingHours
by Mike Clayton 15 Jun '09

15 Jun '09

I have a fresh install of OTRS 2.3.4. I have a ticket with an sla that has escalation times filled out for it, I have the working hours set and a calendar with the same settings set as the calendar for my queues, the problem i'm seeing is that even when outside of the working hours, the countdown to the times for escalation defined in the sla are still counting down. Any help or advise would be greatly appreciated Mike

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Multiple instances of OTRS
by (( amanpreet singh 15 Jun '09

15 Jun '09

hi, i want to run the three OTRS for different companies on the same server, i tried a lot but fail, Can any OTRS Expert will please guide me, how to install the two more OTRS on the same server as one is running successfully help will be appreciated. -- regards: Amanpreet Singh

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Proposing a new forum system for OTRS users
by Eureka63 Bis 15 Jun '09

15 Jun '09

The mailing lists at otrs.org seem rather hard to use (they looks like an old technology). What's about switching to something of fresher system (e.g. vBulletin - see http://www.vbulletin.com/)?

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Re: [otrs] FW: how to add approval person in request type
by Jeffery Chen Fan 15 Jun '09

15 Jun '09

OK, there have a some example step 1. create a queue for approval propose, 2. create a job in generic agent, set the condition is type=request and decision=null, action is move to approval queue 3. create a job in generic agent, set the condition is type=request and decision=approved and queue=approval , action is move to the support team queue On Mon, Jun 15, 2009 at 12:58 PM, Bhushan Badgujar < bhushan.badgujar(a)g-t-s.in> wrote: > > > HI, > > > > Anybody help me…………! > > FYI>>>>> > > > > Regard > > *Bhushan Badgujar* > > *Executive – IT Facilities* > > > > *From:* Bhushan Badgujar [mailto:bhushan.badgujar@g-t-s.in] > *Sent:* Thursday, June 11, 2009 12:13 PM > *To:* 'otrs(a)otrs.org' > *Subject:* how to add approval person in request type > > > > Dear Team, > > > > I have install the OTRS 2.3.4 in my organization, In a OTRS I have created > three types 1.Request 2.issue 3. Information > > > > My problem is if any customer create Request ticket, The support team want > a approval for particular Request ticket. The approval person approved > ticket. then closed the ticket from support team. > > > > Example- customer give the request for ‘upgrade the system’ suppose I am a > support team I want a approval from IT manager & Customer Department head > > > > > Please help me for this issue. > > > > Please give the solution for the same if any idea please submitted > > > > > > *T**hanks and Regards,* > > *Bhushan Badgujar* > > *Executive – IT Facilities*** > > DISCLAIMER: > > This message contains privileged and confidential information and is intended only for an individual named. > If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver > this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake > and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free > as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. > The sender, therefore, does not accept liability for any errors or omissions in the contents of this message > which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version. > > > > > > --------------------------------------------------------------------- > 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/ > -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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R: FW: how to add approval person in request type
by CARNINO Daniele (FIAT ITEM) 15 Jun '09

15 Jun '09

Im my opinion, you should do this using ACL feature. Create a queue for every function (es. Request queue, Approval queue) then (just as example): 1) a customer create a ticket in the request queue; 2) if necessary, the operator move the ticket to the approval queue: he has no permission on this queue but the possibility of moving ticket into it; 3) the approver (who has all permissions on Approva queue) may set the ticket to the state approved/rejected: I think you should use a freetext field, for this purpose 4) the approver (or a generic agent job appropriately scheduled) may move the ticket back to request queue or to another queue (e.g. ToDo queue), if the freetext field "status" is set to approved; 5) similarly, the approver or a scheduled job may close ticket set to rejected; 6) the ACLs should inhibit the possibility of moving rejected ticket back to the request queue: search the internet or this mailing list to see some good ACLs example; Ho this helps, ciao, d. ________________________________ Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Bhushan Badgujar Inviato: lunedì 15 giugno 2009 6:59 A: otrs(a)otrs.org Oggetto: [otrs] FW: how to add approval person in request type HI, Anybody help me............! FYI>>>>> Regard Bhushan Badgujar Executive - IT Facilities From: Bhushan Badgujar [mailto:bhushan.badgujar@g-t-s.in] Sent: Thursday, June 11, 2009 12:13 PM To: 'otrs(a)otrs.org' Subject: how to add approval person in request type Dear Team, I have install the OTRS 2.3.4 in my organization, In a OTRS I have created three types 1.Request 2.issue 3. Information My problem is if any customer create Request ticket, The support team want a approval for particular Request ticket. The approval person approved ticket. then closed the ticket from support team. Example- customer give the request for 'upgrade the system' suppose I am a support team I want a approval from IT manager & Customer Department head Please help me for this issue. Please give the solution for the same if any idea please submitted Thanks and Regards, Bhushan Badgujar Executive - IT Facilities DISCLAIMER: This message contains privileged and confidential information and is intended only for an individual named. If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. The sender, therefore, does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version.

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FW: how to add approval person in request type
by Bhushan Badgujar 15 Jun '09

15 Jun '09

HI, Anybody help me....! FYI>>>>> Regard Bhushan Badgujar Executive - IT Facilities From: Bhushan Badgujar [mailto:bhushan.badgujar@g-t-s.in] Sent: Thursday, June 11, 2009 12:13 PM To: 'otrs(a)otrs.org' Subject: how to add approval person in request type Dear Team, I have install the OTRS 2.3.4 in my organization, In a OTRS I have created three types 1.Request 2.issue 3. Information My problem is if any customer create Request ticket, The support team want a approval for particular Request ticket. The approval person approved ticket. then closed the ticket from support team. Example- customer give the request for 'upgrade the system' suppose I am a support team I want a approval from IT manager & Customer Department head Please help me for this issue. Please give the solution for the same if any idea please submitted Thanks and Regards, Bhushan Badgujar Executive - IT Facilities DISCLAIMER: This message contains privileged and confidential information and is intended only for an individual named. If you are not the intended recipient, you should not disseminate, distribute, store, print, copy or deliver this message. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete or contain viruses. The sender, therefore, does not accept liability for any errors or omissions in the contents of this message which arise as a result of e-mail transmission. If verification is required, please request a hard-copy version.

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Possibility of OTRS
by olivier.villegente＠sic.nc 15 Jun '09

15 Jun '09

Hi, Is it possible to create something like that with OTRS : 1 - One customer of the comptability service send a support request. 2- The director of the comptability service need to approve the request. 3- If it is Ok, the request is send to the manager of the support service. 4- If the manager of the support service is Ok with the request he can affect it to a member of it's team. Is it possible to create somethink like that ? Reagrds, _____________________ Olivier VILLEGENTE Administrateur système & réseau Société Immobilière de Nouvelle-Calédonie Tél : (687) 28.03.78 Fax : (687) 28.43.56 e-Mail : olivier.villegente(a)sic.nc

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Active Directory and user + agent authentification
by olivier.villegente＠sic.nc 15 Jun '09

15 Jun '09

Hi, I have a little problem that I'm unable to solve. - I need that agents and users (customers) can authenticate using Active Directory. My users can access to the customer page but my agent can't login to the agent page. When agent try to login they have an error message saying "the connection has failed! Your username or password is incorrect". - After edit my Config.pm in order to allow authenticate by Active Directory, I can't connect using a local user. Can you help me to find what is wrong ? I join a copy of my Config.pm Regards, ** My Config.pm ** # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'pollux.sic.intra'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=sic, dc=intra'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'cn=ldap_php,cn=Systeme,dc=sic,dc=intra'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'XXXX'; # 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'} = 'pollux.sic.intra'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=SIC,dc=sic,dc=intra'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; # 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=ldap_php,ou=Systeme,dc=sic,dc=intra'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'XXXX'; # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Datenbank', Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', # to use an external database # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=customerdb;host=customerdbhost', # User => '', Password => '', }, # customer uniq id CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], # CustomerUserListFields => ['login', 'first_name', 'last_name', 'customer_id', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], # ReadOnly => 1, Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type, http-link [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'login', 1, 1, 'var' ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var' ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var' ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var' ], [ 'ValidID', 'Valid', 'valid_id', 0, 1, 'int' ], ], }; # CustomerUser1 # (customer user ldap backend and settings) $Self->{CustomerUser1} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'pollux.sic.intra', # ldap base dn BaseDN => 'ou=SIC,dc=sic,dc=intra', # 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=ldap_php,ou=Systeme,dc=sic,dc=intra', UserPw => 'XXXX', AlwaysFilter => '', SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, # customer uniq id CustomerKey => 'sAMAccountName', # customer # 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' ], ], }; # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = $dbserver || 'localhost'; # Database # (The database name.) $Self->{Database} = $dbname || 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = $dbuser || 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = $dbpass; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "$dsn=$Self->{Database};host=$Self->{DatabaseHost};port=$dbport;"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/usr/share/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # switch off the web based installer for the Debian package $Self->{SecureMode} = 1; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.20 $)[1]; # -----------------------------------------------------# 1; _____________________ Olivier VILLEGENTE Administrateur système & réseau Société Immobilière de Nouvelle-Calédonie Tél : (687) 28.03.78 Fax : (687) 28.43.56 e-Mail : olivier.villegente(a)sic.nc

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New Message alerts not showing up
by Drew Gatchell 12 Jun '09

12 Jun '09

So I'm evaluating OTRS to move over to from Request Tracker, and I love the features OTRS has but the biggest thing I can't seem to figure out is that there's really no way that I see to separate open tickets and tickets that just have unread responses. I did notice every once and awhile I'd get a "New Message" Alert at the top of the screen, but it seems to come up at random. I've tried changing the sysconfig settings to have followup responses be set to "new" instead of "open" to see if that would generate the alert to no avail. What generates these alerts? I know I can setup notifications for when tickets get followups, but that only generates an email and how we're operating, we don't look at our email inboxes too often. I'm running 2.4.0 Beta3 The second half of this issue comes into the actual queue views, where unlike Request Tracker, there is no distinction between whats simply open, which tickets have new followups from the customers, and what tickets are open. Other than looking at the state, and even then until i set the followup responses to bring the ticket to the "new" state, I had no way of telling which tickets had followups unless i'm blatantly missing something. Is there a way to rectify this? Any help is appreciated. Thanks, Drew

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