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Re: [otrs] CustomerCompany/CustomerGroup/CustomerID
by Rob Shears 04 Nov '15

04 Nov '15

To update based on questions: 'log' = open. So when I say 'log a ticket', I mean 'open a ticket'. 'reported' means to run reports. So, say I want to know how many tickets for company example.com were opened, handled in a specific manner, were within SLA's example, I need an easy way to group just these example.com tickets. 'customercompanysupport => 1 should work and by my understanding should change the CustomerID fields into a drop down list populated with the companies from the customer_company table. I am not getting a drop down list, when creating a new ticket, editing a ticket, or creating/editing a user. The objective: - fred(a)example.com<mailto:fred@example.com> - sally(a)example.com<mailto:sally@example.com> - joe(a)example.com<mailto:joe@example.com> All can open tickets by sending in an email. Example.com has an internal account manager, who should be notified his customer has a new ticket (he is an agent, but he is NOT responsible for actioning the ticket, he just needs to know a ticket is raised) (the 'account manager' is not defined anywhere yet, likely use a dynamic field or the comments field in customer_company) The tickets should go to 'normal' queue. When an agent takes action on these tickets, account manager for example.com should be cc'd the action. When a ticket is raised by sally(a)gmail.com<mailto:sally@gmail.com>, it will initially get filed to gmail.com, but when the agent realises that it is the same sally as sally(a)example.com<mailto:sally@example.com>, the agent should be able to choose example.com from a dropdown list in the CustomerID field to update this (not have to type it in), and that should trigger the alert to the account manager. Now, a lot of this functionality is beyond what I posted to otterhub or the list the other day, but I hope it helps to build a picture of the workflow we are building. The immediate problem is: CustomerID does not present as a drop down list. Most of the rest of the functionality is on hold until I can solve this. And the rest of the functionality may not end up 'native' to OTRS anyway, which is precisely why I'm running it on MS SQL, as that is where our inhouse skills sit and it meshes with our .net applications and developers, who can manage 'most' of the rest of the functionality within the windows environment if we find OTRS unable to meet our needs. Cheers Rob. From: Rob Shears Sent: 03 November 2015 10:12 To: 'otrs(a)otrs.org' Subject: CustomerCompany/CustomerGroup/CustomerID I am having some issues with the definitions and deployment options for the solution I need to provide and wondered if someone more familiar with OTRS can help me work out what these various terms refer to, so that I can make sure I am less confused. OTRS 4.0.13 CentOS 7 MS SQL (via unixODBC) The setup is fully functional but I need to make some extensions that I'm not quite getting my head around correctly. I need to allow multiple users (unique email addresses) to log tickets on behalf of specific companies. So... frank(a)example.com<mailto:frank@example.com> joe(a)example.com<mailto:joe@example.com> penny(a)example.com<mailto:penny@example.com> All need to be able to log tickets that can be reported on/queued/actioned/sla'd/serviced/whatever by "example.com, the company". These users, as yet, do not need to be able to logon to the system, if that matters. Based on my reading, as the initial step, I was trying to enable CustomerCompanySupport through the config.pm file, to change the CustomerID field when creating a new customer user into a dropdown list allowing the selection of an existing company, but have been unable to get that to work. After further reading, I'm unsure now if that is even the correct approach? Eventually, I want to configure the system to detect the email domain of the sender, create a new customer_user if the return address doesn't yet exist, link that to the 'parent' company, notify the 'parent company' queue manager internally and externally and move the new ticket to the appropriate queue. I don't think any of this is 'undoable' from my research, but simply getting the CustomerID to reference the customer_company table I have not been able to achieve! What is the correct approach and combination of features that will achieve this? Is this even possible? I can edit the customer details (user, company) via the GUI, so am I correct in assuming I don't need to define an 'external' backend in the config.pm for the customer tables? I posted a topic on the community forums (http://forums.otterhub.org/viewtopic.php?f=62&t=30599&sid=43c909d7d9c784f0f…) but the initial comments there actually have me questioning the terminology I'm using, so I figured I'd ask the list! Cheers Rob.

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FAQ Navigation Elements
by Nick Bright 04 Nov '15

04 Nov '15

In the FAQ front end, is there a way to add the pagination navigation elements to the bottom of the screen, so that a user won't have to scroll all the way back to the top to select another page of results? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

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FAQ Explorer
by Nick Bright 04 Nov '15

04 Nov '15

Is there a way to make more of the title display in the FAQ explorer? When looking at the FAQ in a normal resolution, the title cuts off with elipsis, leaving significant white space in the column to the right. -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

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CustomerCompany/CustomerGroup/CustomerID
by Rob Shears 03 Nov '15

03 Nov '15

I am having some issues with the definitions and deployment options for the solution I need to provide and wondered if someone more familiar with OTRS can help me work out what these various terms refer to, so that I can make sure I am less confused. OTRS 4.0.13 CentOS 7 MS SQL (via unixODBC) The setup is fully functional but I need to make some extensions that I'm not quite getting my head around correctly. I need to allow multiple users (unique email addresses) to log tickets on behalf of specific companies. So... frank(a)example.com<mailto:frank@example.com> joe(a)example.com<mailto:joe@example.com> penny(a)example.com<mailto:penny@example.com> All need to be able to log tickets that can be reported on/queued/actioned/sla'd/serviced/whatever by "example.com, the company". These users, as yet, do not need to be able to logon to the system, if that matters. Based on my reading, as the initial step, I was trying to enable CustomerCompanySupport through the config.pm file, to change the CustomerID field when creating a new customer user into a dropdown list allowing the selection of an existing company, but have been unable to get that to work. After further reading, I'm unsure now if that is even the correct approach? Eventually, I want to configure the system to detect the email domain of the sender, create a new customer_user if the return address doesn't yet exist, link that to the 'parent' company, notify the 'parent company' queue manager internally and externally and move the new ticket to the appropriate queue. I don't think any of this is 'undoable' from my research, but simply getting the CustomerID to reference the customer_company table I have not been able to achieve! What is the correct approach and combination of features that will achieve this? Is this even possible? I can edit the customer details (user, company) via the GUI, so am I correct in assuming I don't need to define an 'external' backend in the config.pm for the customer tables? I posted a topic on the community forums (http://forums.otterhub.org/viewtopic.php?f=62&t=30599&sid=43c909d7d9c784f0f…) but the initial comments there actually have me questioning the terminology I'm using, so I figured I'd ask the list! Cheers Rob.

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Upgrade Problems with SMTP
by Martin Bittner 03 Nov '15

03 Nov '15

Hello everybody, I have a problem while updating to OTRS 5.. When I try to send an E-Mail via OTRS there expires an error: Fehlermeldung: Impossible to send message to: Martin(a)my-qh.de . Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Tue Nov 3 13:32:44 2015 Message: Impossible to send message to: Martin(a)my-qh.de . RemoteAddress: 172.22.0.172 RequestURI: /otrs/index.pl Traceback (16730): Module: Kernel::System::Ticket::Article::ArticleSend Line: 2228 Module: Kernel::Modules::AgentTicketCompose::Run Line: 797 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1036 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 What i already did... Config.pm has been copied from the old OTRS instance. There are included the SMTP Settings. The old OTRS 4 works without any errors. My trys: - I have deleted the settings in config.pm and created on the Backend via sendmail the same settings again. - I have tested the telnet connection to our Microsoft Exchange server. ß Works fine - I have tested via sendmail ß works, but this is not what I want. - Checkmodules says "green" everywhere (except of not used Database connectors) Have you any ideas? Kind regards Martin

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Upgrading from 3.0.x
by Rob Mitchell 03 Nov '15

03 Nov '15

Greetings: We have been using OTRS 3.0.11 ITSM with very good stability and success, but now we'd like to upgrade to the latest version. The documentation states: "If you are running a lower version of OTRS you have to follow the upgrade path to 4 first (...3.0->3.1->3.2->3.3->4)!" I don't have any problem with doing the upgrades in sequence as directed, but I would prefer not to do so on the production server (an Amazon EC2 EBS instance running Ubuntu). I'd rather build a test server on a current clean build of the Ubuntu LTS version, upgrade that all the way up to the current version on the test box, then ultimately I would like to install a clean 5.0.x OTRS instance on a new EC2 VM and copy over the database and our config and support files. After testing we can simply edit the A Record to point to the new EC2 VM and press on. Does this sound like an appropriate upgrade path? In order to build a test environment to do this should I start off by installing 3.0.11 on a test box, then restoring our OTRS directory and restore a copy of the database, then upgrade to 3.1, or is it possible to install a 3.1 instance and upgrade the database on it? Thanks in advance for your advice. Kind regards, Rob in Memphis

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outgoing mails not RfC-conform?!
by Jan.Dreyer＠bertelsmann.de 02 Nov '15

02 Nov '15

Hi. one of our machines has a problem with outgoing mails getting blocked by our mail gateway. The local MTA logs the error as follows (I mystified host and mail addresses): — 2015-10-26 11:11:22 1ZpBkJ-0002B9-FL SMTP timeout while connected to our.mailgateway.local [10.255.252.92] after sending data block (16378 bytes written): Connection timed out 2015-10-26 11:11:22 1ZpBkJ-0002B9-FL == rcvr(a)domain.cxm<mailto:rcvr@domain.cxm> <rcvr(a)domain.cxm<mailto:rcvr@domain.cxm>> R=smarthost T=remote_smtp_smarthost defer (110): Connection timed out: SMTP timeout while connected to our.mailgateway.local [10.255.252.92] after sending data block (16378 bytes written) — Logging on the gateway shows more detail: — Sep 18 10:32:07 nefw1 %ASA-4-108004: ESMTP Classification: Dropped connection for ESMTP Request from ProvDMZ:10.255.250.13/56134 to coresw_3_4:10.255.252.92/25; matched Class 4: header line length gt 998 — A quick view on the message headers showed that indeed all of them have a „References“ line with more than 1100 characters, which is, according to RFC 822<http://www.faqs.org/rfcs/rfc822.html> way too much: — There are two limits that this specification places on the number of characters in a line. Each line of characters MUST be no more than 998 characters, and SHOULD be no more than 78 characters, excluding the CRLF. — So my question is: * Is this a bug that only affects version 3.1.3 (and smaller)? * If not: How does OTRS create these lines? Is it a default Perl module that handles the mail header lines? Regards — Jan Dreyer IT Administrator — Operations — A-SCM-IT IOX Expert ________________________________ This email may contain confidential and/or privileged information. If you are not the intended recipient (or have received this email in error) please notify the sender immediately and destroy this email. Any unauthorized copying, disclosure or distribution of the information in this email is strictly forbidden.

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company tickets
by André Cavalcante 02 Nov '15

02 Nov '15

Hi Guys, Any hint on how makinf Company Ticktes function to work? -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

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Ticket Zoom - Add column to Article Overview
by Steve Kerns 31 Oct '15

31 Oct '15

Hi. This is my first post here. We are running OTRS version 4.x. I would like to know if there is a way to add a column to the Article Overview table when viewing a ticket in ticket zoom. The Article Overview has column fields such as: NO. TYPE FROM SUBJECT CREATED I would like to add a column for Time which shows the accounted time on a per article basis. I found where I can see this in the article zoom by editing: Frontend::Agent::Ticket::ViewZoom Ticket::ZoomTimeDisplay = Yes And this shows the time on an individual article but I'd like to see it in the grid content above where the list of articles are. Any ideas? Thanks. -- Steve Kerns

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Force uninstall of OTRSApplianceManagement package?
by Lance Cotton 30 Oct '15

30 Oct '15

I had begun with OTRS4 Appliance, but it seemed to have been abandoned. So I manually installed updates from Source. I have now upgraded to OTRS 5.0.1 and the OTRSApplianceManagement package complains that it's not for Framework 5. However, there is no updated package for framework 5 and I cannot uninstall it. Is there a way to manually uninstall (I did try the --force option on otrs.Console.pl Admin::Package::Uninstall ... ) -Lance Cotton

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