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OTRS + SAP Idendity Service
by Frank Lanitz 05 May '15

05 May '15

Hi folks, Does anybody of you is having experinces of using OTRS together with SAP idendity service? As OTRS is supporting SAML2 it should be working without big issue, but wondering whether theory is also working in practice? Are there any special things to keep care on? Thanks, Frank

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Why does the OTRS-User need "GRANT" privileges?
by Hartmut Goebel 04 May '15

04 May '15

Hi, when investigating which database permissions the OTRS user need, I discovered, that for mysql the user gets "ALL PRIVILEGES" with "WITH GRANT OPTION" (Modules/Installer.pm). Why does the OTRS-User need GRANT" privileges? It does not create any other database-user, dosn't it? -- ▶︎Digitalcourage e.V., Hartmut Goebel, Marktstr. 18, D-33602 Bielefeld Tel: +49-521-1639 1639 | Fax: 0521-61172 | mail(a)digitalcourage.de https://digitalcourage.de | http://bigbrotherawards.de | ------------------------------------------------------------------ Für Bürgerrechte, Datenschutz und eine lebenswerte digitale Welt ----------------------------------------------------------------- Online spenden: https://digitalcourage.de/spende/

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Fwd: FW: [Case#1015987] Ticket Escalation Warning! (Supreme court Wi-Fi Laun [...])
by Darshak Modi 01 May '15

01 May '15

pl remove Abhijit ID -------- Forwarded Message -------- Subject: FW: [Case#1015987] Ticket Escalation Warning! (Supreme court Wi-Fi Laun [...]) Date: Tue, 28 Apr 2015 17:33:21 +0530 From: Abhijit Acharya <abhijit.acharya(a)elitecore.com> To: 'Darshak Modi' <darshak.modi(a)elitecore.com> CC: milin.dholakia(a)elitecore.com Hi Darshak, Could you pls do the needful to remove my name from the alias due to which I am getting these mails from Airtel Bharti. Thanks & Regards Abhijit Acharya | Mob No - +91-97129-14476,Skype - abhijit-acharya, E-Mail - abhijit.acharya(a)elitecore.com Head Office:904, Silicon Tower, Behind Pariseema Building, Off C.G.Road, Nr. Lal Bungalow*,* Ahmedabad-380006. Gujarat, India.** *P****Save Paper - Save Trees** | **S**Save Water |**/7/**Switch**off as you go** | **q****Recycle **always*** *From:*System Notification -Do not Reply [mailto:do-not-reply@elitecore.com] *Sent:* 28 April 2015 15:00 *To:* abhijit.acharya(a)elitecore.com *Subject:* [Case#1015987] Ticket Escalation Warning! (Supreme court Wi-Fi Laun [...]) Hi Abhijit, The ticket [1015987] will escalate! Escalation at: 2015-04-28 19:30:02 Escalation in: 4h 30m Level 1 Bhartiwifi <level.1.bhartiwifi(a)ericsson.com <mailto:level.1.bhartiwifi@ericsson.com>> wrote: <snip> Hi Sir, We need to map SSID AirtelWiFiZone1 with respect to VLAN 1142. Kindly check the possibility for doing the change at BNG. Regards. [Description: Description: Ericsson]<http://www.ericsson.com/> ABHIJEET BARNWAL Engineer - 1st Level Assurance Ericsson Global India Services Ericsson 4th Floor, Tower-A, Knowledge Boulevard Noida, India Phone +919717298411 abhijeet.barnwal(a)ericsson.com<mailto:abhijeet.barnwal@ericsson.com <mailto:abhijeet.barnwal@ericsson.com%3cmailto:abhijeet.barnwal@ericsson.com>> www.ericsson.com <http://www.ericsson.com><http://www.ericsson.com> From: Abhishek Saini [mailto:abhishek.saini@elitecore.com] Sent: Friday, April 24, 2015 4:17 PM To: Level 1 Bhartiwifi Cc: Devesh Singh; AIRTELWIFI-EC-OPS(a)elitecore.com <mailto:AIRTELWIFI-EC-OPS@elitecore.com> Subject: RE: Supreme court Wi-Fi Launch - URGENT ATTENT REQUIRED !!!!! Dear Team, Hotspot package has been updated with FR_25MB_24Hrs. Mentioned calling station IDs already mapped to reseller account. Regarding SSID change to AirtelWiFiZone1, kindly check the possibility for doing the <snip> Please have a look at: http://csmsupport.elitecore.com/otrs/index.pl?Action=AgentTicketZoom;Ticket… Your OTRS Notification Master

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wrong timezone in DATE email header, OTRS 4.0.7
by Roman Ovchinnikov 30 Apr '15

30 Apr '15

Hello! Recently we have installed otrs 4.0.7 and found that emails being sent from system has wrong timezone settings in Date field, for example: Received: from mail.paymantix.com (LHLO mail.paymantix.com) (78.140.183.180) by mail.paymantix.com with LMTP; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) Received: from mail.paymantix.com (localhost [127.0.0.1]) by mail.paymantix.com (Postfix) with ESMTPS id 9962116113E for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) Received: from localhost (localhost [127.0.0.1]) by mail.paymantix.com (Postfix) with ESMTP id 8C8AA161198 for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) X-Virus-Scanned: amavisd-new at paymantix.com Received: from mail.paymantix.com ([127.0.0.1]) by localhost (mail.paymantix.com [127.0.0.1]) (amavisd-new, port 10026) with ESMTP id BT8gD6m4-Jxz for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) Received: from otrs.paymantix.net (unknown [78.140.183.183]) by mail.paymantix.com (Postfix) with ESMTPS id 778EA16113E for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) Received: from otrs.paymantix.net (localhost [127.0.0.1]) by otrs.paymantix.net (Postfix) with ESMTP id 5FF5F93 for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:03 +0000 (UTC) MIME-Version: 1.0 Subject: [Ticket#0100341] RE: test X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (4.0.7) Date: Thu, 30 Apr 2015 12:30:03 +0000 as you can see, date in mail server messages are ok 09:30:28 +0000 (UTC)), while Date: Thu, 30 Apr 2015 12:30:03 +0000 so, offset is wrong. Server itself has UTC timezone, OTRS is configured as UTC +3 . Not sure what else should be tweaked, googling didn't give me any insights on this. -- Ovchinnikov Roman, Paymantix Cell +7 (926) 262-40-05 | Email: r.ovchinnikov(a)paymantix.com| Skype: rovchinnikov.mm

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Re: [otrs] Splitting ticket doesn't delete article from source ticket
by LQ Marshall 27 Apr '15

27 Apr '15

Split function as you have found doesn't remove it copies. You can create the new ticket and then manually move the article via the database using... (mysql) update article set ticket_id=<newticketjob> where id=<articleidnumber>. Don't manipulate the DB directly unless you know what you are doing. -------- Original message -------- From: Paolo Mosconi <paolo.mosconi(a)actvalue.com> Date: 04/27/2015 04:53 (GMT-05:00) To: otrs(a)otrs.org Subject: [otrs] Splitting ticket doesn't delete article from source ticket Hi, I'm using OTRS 4.0.1 and I believe I'm having problems with Ticket Split functionality. Example: ticket #1 has 7 articles and I'd like to move article 4 to a new ticket; by selecting Split, a new phone ticket is created containing a copy of article 4, but article 4 itself is still contained in ticket 1 (I was expecting it to be deleted). Thanks for any suggestion / explanations Best regards Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/> --------------------------------------------------------------------- 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

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Create Tickets via a RestAppi
by Victor Medina 27 Apr '15

27 Apr '15

Hi guys! I would like to know if there is any way to create tickets, customers and customers users via a RestAPI? -- Víctor E. Medina M. Platform Architect / Chief Infrastructure +58424 291 4561 BB #79A8AFA2 @VMCibersys

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Splitting ticket doesn't delete article from source ticket
by Paolo Mosconi 27 Apr '15

27 Apr '15

Hi, I'm using OTRS 4.0.1 and I believe I'm having problems with Ticket Split functionality. Example: ticket #1 has 7 articles and I'd like to move article 4 to a new ticket; by selecting Split, a new phone ticket is created containing a copy of article 4, but article 4 itself is still contained in ticket 1 (I was expecting it to be deleted). Thanks for any suggestion / explanations Best regards Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/>

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Insert customer IP Address into Ticket Information
by Pritesh BHEEMANEE 22 Apr '15

22 Apr '15

Hello everyone, I would like to add IP Address of customer in Ticket Information section, to see when we do AgentTicketZoom. Problem is that Dyanmic field is not working to see the IP address. In addition, when i create new label in dtl file, it shows my IP in All tickets. What I did so far (on OTRS 3.3.6 / PostgreSQL 9.3.5 / Perl 5.10.1 (linux) is used / OS: Cent OS 6.5): Case1: 1) Go to Admin -> Dynamic Fields and create a new "Ticket" field of the "text" type (I called mine "ipaddr"). 2) Go to Admin -> SysConfig and once again select "Ticket". Load the settings for "Frontend::Agent::Ticket::ViewZoom". Scroll down to the bottom to the "Ticket::Frontend::AgentTicketZoom###DynamicField" setting and once again add an option with the Key of "ipaddr" with the content of 1. 3) Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl Near the very bottom of the file, there's a <script> tag that runs the "Core.Customer.InitFocus();" function. Right beneath that line, i add the following: document.getElementById('ipaddr').style.display = 'none'; document.getElementById('IP').style.display = 'none'; document.getElementById("ipaddr").value = "$Env{"REMOTE_ADDR"}"; Output: Dyanmic field is not working in ticket Information. Its not showing even label name in ticket Information section. Case2: I tried to add IP label to file AgentTicketZoom.dtl. /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl <label>IP Addr: </label><a href="https://www.mysite.com/ip?ip_addr=$Env{"REMOTE_ADDR"}" target="_blank" class="DynamicFieldLink" > $Env{"REMOTE_ADDR"} </a> </label> Output: It shows same IP Address for ALL tickets instaed of customer's IP address. I have tried HTTP_FORWARDED_FOR also, for proxy but both are not working. I hope i am clear. Thanks in advanced for your input and time ! ! Cheers, Pritesh

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Trouble with ticket number in Subject
by Henry Combrinck 20 Apr '15

20 Apr '15

Hi there, Using OTRS 4.latest. We have a new installation of OTRS and things seem to be working fine, except that we cannot get a consistent Subject line with a ticket number included. For example, using the standard <OTRS_CUSTOMER_SUBJECT[20]> in the auto-response, it only includes whatever the client sent. ie, not "[Ticket#2015....] Rest of subject..." If I use the following: <OTRS_TICKET_TicketNumber> <OTRS_CUSTOMER_SUBJECT[20]>, then the result is something along these lines: "[Ticket#2015041908000541] 2015041908000541 Rest of subject..." I'm at a bit of a loss. I've compared it to another OTRS setup (also 4.x) which has been operating fine for years (upgraded all the way from 3.whatever), but cannot spot an issue. I'd appreciate any pointers. Thanks Henry

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KIX4OTRS 7: otrs Digest, Vol 79, Issue 4
by Anna Brakoniecka 20 Apr '15

20 Apr '15

Hello, KIX4OTRS 7 for OTRS 4 will be probably published within 2 weeks from now. We'll inform you via our newsletter and social media channels: http://www.cape-it.de/news-en http://twitter.com/capeit <http://twitter.com/capeit> http://www.facebook.com/capeIT <http://www.facebook.com/capeIT> https://plus.google.com/114925213123595998821/posts https://www.xing.com/companies/c.a.p.e.itgmbh Kind regards, Anna Brakoniecka ** Easy and fast order management in KIX4OTRS ** ** Quick administration of workflows with subtasks ** ** http://www.cape-it.de/kixtemplateworkflows-en ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ <http://www.cape-it.de/> Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- Today's Topics: 1. Password protecting OTRS (via apache config) - apache 2.2 -> 2.4 (henka(a)cityweb.co.za) 2. Re: Password protecting OTRS (via apache config) - apache 2.2 -> 2.4 (Will Sheldon) 3. KIX4OTRS 7 (Placide Lysias NJAMI) ------------------------------ Message: 3 Date: Mon, 13 Apr 2015 11:32:18 +0000 From: Placide Lysias NJAMI <p.njami(a)gelgh.com> Subject: [otrs] KIX4OTRS 7 To: <otrs(a)otrs.org> Message-ID: <006101d075dd$80b51e40$821f5ac0$(a)gelgh.com> Content-Type: text/plain; charset="us-ascii" When the release of kix4otrs 7 to work with OTRS 4.0 ? Cdt ! Placide -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20150413/34f400a6/attachme…> -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: image/gif Size: 2051 bytes Desc: not available URL: <http://lists.otrs.org/pipermail/otrs/attachments/20150413/34f400a6/attachme…> ------------------------------

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