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Valid child-queue of invalid parent
by Marius Schrecker 19 May '09

19 May '09

Hi again, Is there any way of creating a child queue (for example Bugs:Frontend) that is valid, where the parent (Bugs) is not (or at least can't contain tickets)? Cheers! Marius

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Company tickets
by Tim Bos 19 May '09

19 May '09

In a previous message, someone said that when you change the customerID on a user, it will update all the old tickets from that user automatically... I tried this, and it didn't work. This is what I did: 1: Create new Customer called XYZ (customerID = xyz) 2: Create new user called John Doe, with a customer ID of XYZ and email of John(a)Doe.com Doesn't this mean that ALL older tickets from John(a)Doe.com should automatically come under this Customer Company and user?? If not, how can I go back and update all the tickets so that they're under the right customer. There's over 200 tickets that I want to correctly assign to this customer. Thanks.

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mail format
by Marius Schrecker 19 May '09

19 May '09

Hi again, I'm a bit confused about the format of answers. More specifically about the placement of the text from the original mail. I always get : Salutation Original text Configured reply Signature Obviously I can get around the limitation using carefully worded salutations, but it would be nice to be able to move the original text, or leave it out altogether. Where is the geography for these responses configured? Cheers! Marius

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search: csv export
by sander vink 19 May '09

19 May '09

Hi all, I like to add the "Solution" and "closing time" to csv export in the search section? I'm using Fedora 9, with OTRS 2.3.4 (ITSM 1.2.3). So is it possible to add it to csv export? I looked at de AdminSysConfig -> Ticket::Frontend::AgentTicketSearch###SearchCSVData But I don't know which text fields i can add(which name)? I think "csvsearch" searches only in the table "ticket" from the otrs database, maybe it is possible to add a table to the search function thanks all! Kind regards, Sander The netherlands

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Multiple Email, 1 customer user
by Tim Bos 19 May '09

19 May '09

Is it possible to have multiple email addresses for 1 customer user. We have some customers that use multiple email addresses, and I don't want to have to give them multiple logins. I found an article from 2 years ago with the same request, but there was no answer. Thanks.

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Noob - customising Customer User fields
by Marius Schrecker 19 May '09

19 May '09

Hello Everyone, As I'm a noob to otrs, I hope you don't mind this very basic question. I'm wanting to add some phone fileds to the Customer User panel, as per the first steps documentation. I've added three fields to the database table for Cellphone, Direct, and switchboard, and am looking at the "CustomerUser stuff" section of Defauls.pm, which is quite long. I want to keep my Config.pm as simple and short as possible, so the question is: To make ANY changes in a given section, does the WHOLE section need to be present in Config.pm, or do ONLY the lines which differ from the default setup need to be there (for me just the Map array)? Thanks for your answer :-) Cheers! Marius

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Autoresponse with attachment?
by Tim Bos 19 May '09

19 May '09

Is there any way to include the attachment when the New Ticket Notification is sent? We are using the system for Change Requests at the moment, and when our users create a change request, they have to fill out a Word Doc and email to CR at xyz.com. When OTRS receives the request, we need it to post it (including the attachment) out to the approvers. After the approvers receive, they just reply to the email with APPROVE or DENY. It's a simple process, and it all works... except the inclusion of the attachment. Without that, it's pointless. Thanks.

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how to send username & password to new customer user in auto response?
by Amanpreet Singh 19 May '09

19 May '09

hi, i am using new to otrs, using otrs2.2.7 on a debian machine how should i send username & password to a new customer user (not a customer yet, in DB) via auto-response, when he open a new TT on our support system. plz suggest, thanks -- regards: Amanpreet Singh

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otrs 2.4 beta 1 - Agent LDAP Autorization
by PIOTR SZCZEPANEK 18 May '09

18 May '09

I'm setting OTRS 2.4 beta 1. The part response for the Agent Auth in Config.pm was coppied from working fine otrs 2.3.4 - so it should be proper. But when Agent is trying to log in there is error message: "Panic, user authenticated but no user data can be found in OTRS DB!! Perhaps the user is invalid." at the same time the Customer Auth works fine (LDAP Sync). Is it the problem because the beta version? below the part of Config.pm # LDAP Agent Auth $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '10.1.1.1'; $Self->{'AuthModule::LDAP::BaseDN'} = 'o=srv-test.pl,o=srv-test'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=Groups,o=srv-test.pl,o=srv-test'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'uniqueMember'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'uid=otrs, ou=people, o=srv-test.pl,o=srv-test'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'otrs'; $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; peter

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ticket# search in menu bar
by Frans Stekelenburg 18 May '09

18 May '09

Hi, It would be handy to have in a corner in the menu back a field to type in a ticket #, to jump quickly to it. Has anyone made such a feature/customization? gr, Frans

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