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Problems connecting customeruser to Active directory
by Jan.Dreyer＠bertelsmann.de 03 Jul '14

03 Jul '14

Hi, our active directory contains a lot of users. When configuring the AD as customer source, I can’t get into customer user administration and the log says [Thu Jul 3 11:59:10 2014][Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][379] Sizelimit exceeded [Thu Jul 3 11:59:10 2014][Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][379] Sizelimit exceeded Is it possible to get a result even if size limit is exceeded? Maybe setting a filter that limits the result to 500(?) entries? Regards — Jan Dreyer IT Administrator — Operations — SCM-IT NMD ________________________________ 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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Multiple master survey
by André Cavalcante 30 Jun '14

30 Jun '14

Is it possible to have multiple master surveys? Problem: I have created one survey for each queue, but only one of them can be master. Thus, the others are valid, and don't send the survey message. Each queue belongs to a team. That's why I need different surveys for different queues. Any tips? Thanks, -- *André Luiz C. e Cavalcante, PMP, PRINCE2, ITIL*

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Re: [otrs] otrs Digest, Vol 69, Issue 25 - How to setup ITIL Helpdesk in otrs 3.3.7
by Anna Brakoniecka 30 Jun '14

30 Jun '14

RE: 1. Reg : How to setup ITIL Helpdesk in otrs 3.3.7 (chandrasekar.M) Hi Chandrasekar, It depends on what kind of process do you have or plan to implement into OTRS (incident? problem?), whether you have parallel / simultaneous tasks, additional events, dependencies and the complexity of your process(es). OTRS offers different approaches for different kind of workflows and ITIL-related management areas (including extra change management module, area for services, entire & flexible CMDB) and a couple of integrational solutions for realisation of f.e. release & deployment management or knowledge management (with community module FAQ or integration with other knowledge bases). We've developed a couple of completely pre-configured state-workflows directly from the project experiences after installing workflows in ITIL-conform environments. Our customers customize approx. 20% of the pre-configuration to adapt their particular requirements. So, it's a good base to start with. http://www.cape-it.de/en/products/otrs-maintained-modules/itsm-standard-wor… But it's just one of many possible approaches. So, there is no simpley Y/N answer here, you have to define your requirements in a more detailed way. Kind regards, Anna ** Did you know it? Direct support chat between customers and agents in OTRS ** ** http://www.cape-it.de/en/products/otrs-maintained-modules/chat4kix.html ** 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----- Von:otrs-request@otrs.org Gesendet:Sa 28.06.2014 13:56 Betreff:otrs Digest, Vol 69, Issue 25 An:otrs@otrs.org; Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Reg : How to setup ITIL Helpdesk in otrs 3.3.7 (chandrasekar.M) 2. Re: Reg : How to setup ITIL Helpdesk in otrs 3.3.7 (David Boyes) 3. Customer Updates and reply-all (Amit Khare) ---------------------------------------------------------------------- Message: 1 Date: Fri, 27 Jun 2014 14:10:14 -0400 (EDT) From: "chandrasekar.M" <chandrasekar(a)solartis.net> Subject: [otrs] Reg : How to setup ITIL Helpdesk in otrs 3.3.7 To: otrs(a)otrs.org Message-ID: <1403892614.763915646(a)apps.rackspace.com> Content-Type: text/plain; charset="utf-8" Hi I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a Helpdesk ITIL process . Help me to setup the process accordingly. Regards Chandrasekar.M -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20140627/a571c4ba/attachme…> ------------------------------ Message: 2 Date: Fri, 27 Jun 2014 18:33:26 +0000 From: David Boyes <dboyes(a)sinenomine.net> Subject: Re: [otrs] Reg : How to setup ITIL Helpdesk in otrs 3.3.7 To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <2748AD71D96C2B42B7E5176021026FC308279950(a)ORD2MBX03A.mex05.mlsrvr.com> Content-Type: text/plain; charset="utf-8" ITIL is a set of guidelines, not a destination, and it?s as much a business process evolution as it is a technical implementation. Have you planned what the business should look like at the end of the transition? If you haven?t done that, then starting to configure the tool is wasted effort because you don?t know how you want it to work and you?ll need to redo a lot of things. Start with the business design, and then worry about the tool. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of chandrasekar.M Sent: Friday, June 27, 2014 2:10 PM To: otrs(a)otrs.org Subject: [otrs] Reg : How to setup ITIL Helpdesk in otrs 3.3.7 Hi I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a Helpdesk ITIL process . Help me to setup the process accordingly. Regards Chandrasekar.M -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20140627/a9eb8eee/attachme…> ------------------------------ Message: 3 Date: Fri, 27 Jun 2014 19:27:13 +0000 From: Amit Khare <Amit.Khare(a)canarie.ca> Subject: [otrs] Customer Updates and reply-all To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <CFD33DAC.BACD%amit.khare(a)canarie.ca> Content-Type: text/plain; charset="us-ascii" Hi All, When I create a new ticket in OTRS, I am able to assign multiple customers to it but the customer update is only being sent out to one. Also, when I try to reply all to an external email, recipients in Cc field are not being included in Compose answer. I can however add them manually. Any help would be greatly appreciated. Thanks, Amit -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20140627/704c4d64/attachme…> ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 69, Issue 25 ************************************

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Can not send "Notification Mail"
by liziyi2006 28 Jun '14

28 Jun '14

Good Afternoon,everyone! My OTRS is 3.3.7，I have configured : Core::Admin Email Core::Sendmail Core::NotificationSenderEmail System EmailAddress all above is the same mail_address. Now I can received the mail when customer and agent forgot the password. But I can not received the mail when customer or agent create new ticket,and otrs.log display: [Fri Jun 27 13:33:02 2014][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: XXX(a)customer_company.com Authentication ok (REMOTE_ADDR: 192.168.1.120).[Fri Jun 27 13:34:07 2014][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2014062705000047/notification ma] created (TicketID=5,Queue=Raw,Priority=3 normal,State=new)[Fri Jun 27 13:34:08 2014][Error][Kernel::System::Email::SMTP::Send][122] Can't use from '': 501Username and sender address mismatched! Enable Net::SMTP debug for more info![Fri Jun 27 13:34:08 2014][Info][Kernel::System::Email::Send] Error sending message[Fri Jun 27 13:34:08 2014][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to servicedesk(a)mycompany.com'.

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Customer Updates and reply-all
by Amit Khare 27 Jun '14

27 Jun '14

Hi All, When I create a new ticket in OTRS, I am able to assign multiple customers to it but the customer update is only being sent out to one. Also, when I try to reply all to an external email, recipients in Cc field are not being included in Compose answer. I can however add them manually. Any help would be greatly appreciated. Thanks, Amit

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Reg : How to setup ITIL Helpdesk in otrs 3.3.7
by chandrasekar.M 27 Jun '14

27 Jun '14

Hi I have installed and configured OTRS 3.3.7 in CentOS6.5, Where I need some help how to setup a Helpdesk ITIL process . Help me to setup the process accordingly. Regards Chandrasekar.M

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Import/Export Wrong with charset
by liziyi2006 26 Jun '14

26 Jun '14

I made a Export of computer with UTF-8 because we use chinese,and output format is csv.But Output file is garbled and can not be import,syslog display "No valid charset found for the template id 1".My Import/Export package is 3.3.7

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Queue and Permission
by liziyi2006 26 Jun '14

26 Jun '14

Good evening ,everyone! I have a new problem. When I configured queue-group-role，I found that agent can move the ticket into any queue ,but they can not see all of the queues from dropdown "to queue" in "new phone ticket". I check the role-group,agent have RO and MOVE INTO right .I am puzzled,can not see but can move into .....why? My otrs itsm version is 3.3.7

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FAQ Module approval behavior
by liziyi2006 25 Jun '14

25 Jun '14

Hi list, We are using an 3.3.7 OTRS system with FAQ Module 2.3.2 installed. The FAQ::ApprovalRequired option has been activated and associated group and queue apparently correctly set up.But, as soon as an FAQ article is created, even before it's approval, it appears in the FAQ explorer and it's accessible by any agent. The behavior we would like to have is to get an article visible to agents only after the approval process complete. Is there something wrong in our configuration or expectation on approval workflow ? Thanks for your ideas !

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Agent can not select a customer using "Customer User"Management when create new ticket
by liziyi2006 25 Jun '14

25 Jun '14

Hi,list I noticed a weird issue in OTRS3.3.7. When signed in as agent with RW Admin rights, I am able to click the "Customer User" link next to Options and pick a customer using the Customer User Management window. However, when signed in as a agent with RO Admin rights,the window comes up without "Customer User"link. How the agent without RW admin rights can use the "Customer User" link in create new ticket windows? Thanks very much!

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