- otrs - OTRS mailing lists

Addressbook and autocomplete in Bounce-View
by Irene Eglin 17 Mar '14

17 Mar '14

Hi We would like to have E-Mail-Autocomplete and an address book link in the Bounce-View, the same way it already is in the Forward-View. Does anybody have an idea how to do this? Thanks for any help, Irene

1 0

searching for closed tickets
by Leah Kelly 14 Mar '14

14 Mar '14

Thanks for all the help, again. Love this forum. My new question is this - is there a way to be able to see your sent emails easily, like from a folder like it would work in an email client? Agents are finding it very difficult to return to a ticket they’ve closed or responded to, in order to review what they sent, forward, or respond to again (if they sent it prematurely, for example). We have ‘full text’ search enabled, and they know how to use the search tool, but they still find searching very non-intuitive and time-consuming. Are there any tips or help we can get in this area?

2 1

Re: [otrs] Create note and move ticket to another queue
by Leah Kelly 14 Mar '14

14 Mar '14

perfect, thank you!!

1 0

Last article/action item = age
by Leah Kelly 14 Mar '14

14 Mar '14

I’ve read that OTRS does not have this capability yet, but I wanted to make sure - is there any way for us to set Age to how long ago the last action (article) was made? Also, is there a way to simply display the date instead of the age of the ticket. I am asked this question all the time by my agents - does anybody know if there are plans to add this functionality to sys config, or something similar to help address this issue? The ‘Age’ attribute doesn’t really help us all that much. I know there is a code change you can make, but we as a company are trying to stay away from that. Thanks! Leah

4 4

Create note and move ticket to another queue
by Leah Kelly 13 Mar '14

13 Mar '14

Is there a way to move a ticket and write a note in one step? Currently our agents have to write a note explaining the ticket and the move, then move the ticket to another queue = two steps. Any way to make this one step?

3 2

Send notification based on article dynamic field
by Rudolf Bargholz 13 Mar '14

13 Mar '14

Hi, Our requirement ist to inform our customer when we load a patch on their productive environment. In order to log this information we have created two new dynamic fields or type "article": LoadInfo: if this is a "patch" or a "fullversion" Approval: the name of the person that approved the patch We have tried to use the notifications in OTRS to generate a mail to the customer whenever an article is created with a "LoadInfo" = "patch" or "fullversion": http://support.com/otrs/index.pl?Action=AdminNotificationEvent;Subaction=Add Unfortunately in the Admin-"Add" window for the notification the ticket section displays the dynamic fields, but in the article section it does not seem possible to filter the articles based on values in the dynamic fields. Is this just the way that this is, or can I somehow in the SysConfig tell the notifications to search over the dynamic article fields? Any help appreciated. Regards Rudolf

3 4

Maxsize of attachment in response
by claude 12 Mar '14

12 Mar '14

Hi, Where can I configure the maxsize of attachment in response ? Actually when the file is more than 1Mo, I can't send it. Thanks and regards Claude

3 3

Customer search for article based dynamic fields
by Rudolf Bargholz 12 Mar '14

12 Mar '14

Hi, Dynamic fields can be of type "ticket" or "article". If I create a dynamic fields of type "article" and add it to "Ticket::Frontend::AgentTicketSearch###DynamicField", then I can use the ticket search feature in the agent interface to search for tickets that contain the article dynamic fields: http://support.com/otrs/index.pl?Action=AgentTicketSearch If I add the article dynamic fields to "Ticket::Frontend::CustomerTicketSearch###DynamicField" then the customer cannot search their tickets using these filters in the customer interface: http://support.com/otrs/customer.pl?Action=CustomerTicketSearch The dynamic fields of type article are not visible in the customer search window and one can thus not use these article attributes to search for tickets in the customer interface. Is there a reason for this omission, or is it just something that is not implemented in the customer interface? Or could it be that I am missing something and it ought to work? Any help appreciated. Regards Rudolf

1 0

Split ticket with reference to original ticket in customer interface
by Rudolf Bargholz 12 Mar '14

12 Mar '14

Hi, In the agent interface, when splitting a ticket, there is a "Linked Objects" reference to the original parent ticket. In the customer interface this "Linked Objects" is not visible and a customer cannot, in their interface, navigate from the child ticket to the parent ticket. Does anyone have an idea how I can place a link to the original ticket in a split ticket? Or is there an option to allow a customer to see the links between tickets. Here the link that is generated when I click on "Split" http://support.com/otrs/index.pl?Action=AgentTicketPhone;TicketID=20208;Art… It is the LinkTicketID that I am interested in. The following, when placed in a template works, but gives me a link to the current ticket, not the original ticket. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>custome r.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_TicketID> I tried the following, but it seems as if <OTRS_TICKET_LinkTicketID> does not exist. <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>custome r.pl?Action=CustomerZoom&TicketID=<OTRS_TICKET_LinkTicketID> Any help appreciated. Regards Rudolf

1 0

pdf
by Jill Goldstein 10 Mar '14

10 Mar '14

This is a repeat question, I beg your sincerest pardon. However, What is the link to the pdf documentation file please? Jill Goldstein Customer Support Engineer | SPF Solutions office: 303-731-5634 | fax: 720-334-8908 Jill.Goldstein(a)spfsolutions.biz<mailto:Jill.Goldstein@spfsolutions.biz> | http://www.spfsolutions.biz LinkedIn: http://www.linkedin.com/company/3613591?trk=prof-exp-company-name Bringing Mobility to Life [27de857]

2 2

Adding custom columns in TicketOverviewSmall - OTRS 3.3
by Olivier Macchioni 10 Mar '14

10 Mar '14

Hello dear list, There are to a few web pages describing how to add custom Columns in TicketOverviewSmall - for instance http://techiesfromthecradle.blogspot.ch/2012/08/customizing-otrs-list-views… This doesn't seem to be applicable any more with OTRS 3.3 - the file has completely changed, as it introduces new capabilities like sorting / filtering. Do you know of any documentation on how to add more columns on this view, specifically: - Dynamic Fields - Fields coming from a DB Customer Backend (for instance customer Language) Ideally, I'd love to be able to sort / filter them as well :) Thanks, Olivier

2 3

Integrating opennms with otrs
by Livhuwani Tshisikule 07 Mar '14

07 Mar '14

Hi, I am new to otrs. I have just installed otrs 3.3.5 and it is working. I am getting the following errors when integrating it to opennms. TicketCreate: UserLogin, CustomerUserLogin or SessionID is required! Is it possible to add an Agent user on otrs.properties in the opennms? If it is not possible, I have created an Agent User with the same credentials as the SOAP User called opennms. How can I make otrs use the SOAP user credentials for UserLogin? Kind regards Livhu

1 0

Pulling EC2 into General Catalog
by James Carroll 07 Mar '14

07 Mar '14

Hey everyone, Just wondering if anyone has ever tried to programmatically pull in a large number or machines/config items into OTRS. In particular I'm looking to scan and insert everything that we currently have running in our Amazon Cloud. Thanks, James -- __________________________________________________________________ The information contained in this email message and any attachment may be privileged, confidential, proprietary or otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof.

2 2

Show "last contact" instead of "ticket creation date"?
by Ralf Hildebrandt 05 Mar '14

05 Mar '14

Is it possible to show the time of the last contact instead of "ticket creation date"? Why? Users are responding to old, already closed tickets. These are then shown as "430 days" old, and the agent is panicking :) -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

4 3

is there a way to add cc field in customer.pl
by Darshak Modi 03 Mar '14

03 Mar '14

2 1

Lightbox for 3.3 is dead. Long live MIME-Viewer?
by Gerald Young 02 Mar '14

02 Mar '14

All, I was trying to figure out lightbox for OTRS 3.3 and couldn't embed the linking the same way as before. The new OTRS 3.3 obscures direct linking to attachments. On one side, this means Lightbox integration is broken (until I can find another integration option). But on the other side, it means I could play with the OTRS MIME-Viewer option and see if I could implement picture viewing that way, which worked (open picture in new tab) after using encode_base64.... Anyway, it's easier to implement than the lightbox way and will survive updates. I'd appreciate feedback (especially any security issues?). http://forums.otterhub.org/viewtopic.php?f=60&t=16302

1 0

Authenticate ldap and local, possible?
by iga3725＠yahoo.com 28 Feb '14

28 Feb '14

Hi again, After otrs has been setup with ldap backend, reading from the manual, now it's time for authenticate them.. I have added this lines to Config.pm but it's not working... ################ LDAP AUTH ##################### $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'domain.net'; $Self->{'AuthModule::LDAP::BaseDN'} = 'OU=domain,DC=domain,DC=net'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'CN=Israel Garcia Alvarez,OU=Sistemes,OU=Usuaris Roureda,OU=BIBM,DC=bibm,DC=net'; $Self->{'AuthModule::LDAP::SearchUserPw'} = 'Password-:)'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'AuthModule::LDAP::AlwaysFilter'} = 'uid'; # in case you want to add a suffix to each login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; ############################################ Otrs are not able to authenticate any user... Am I missing something in the setup to allow users (customers and agents) to login to our Otrs? Also, is possible to authenticate ldap and local-database users? Thanks much!!!!!!!!!! regards, Israel.

4 5

process management
by Darshak Modi 27 Feb '14

27 Feb '14

1 0

ticket_history table understanding
by Darshak Modi 27 Feb '14

27 Feb '14

3 3

Re: [otrs] (SOLVED) Sizelimit exceeded error after configure Otrs with LDAP backend.
by iga3725＠yahoo.com 26 Feb '14

26 Feb '14

It's working with your config... Now, our new Config.pm for LDAP is: ############################ LDAP ######################### # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Lookup', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'domain.net', # ldap base dn BaseDN => 'OU=domain,DC=domain,DC=net', # 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=Israel Garcia Alvarez,OU=Sistemes,OU=Usuaris Roureda,OU=domain,DC=domain,DC=net', UserPw => 'Daniela2013', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=user)', # if both your frontend and your LDAP are unicode, use this: SourceCharset => 'utf-8', DestCharset => 'utf-8', # if your frontend is unicode and the charset of your # ldap server is iso-8859-1, use these options. # SourceCharset => 'iso-8859-1', # DestCharset => 'utf-8', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 1000, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; Thanks much Sune T. Tougaard ;) El Miércoles 26 de febrero de 2014 11:31, "iga3725(a)yahoo.com" <iga3725(a)yahoo.com> escribió: OK.. let me test with your config.....;) Thanks!! El , "iga3725(a)yahoo.com" <iga3725(a)yahoo.com> escribió: El Miércoles 26 de febrero de 2014 11:26, Sune T. Tougaard <stt(a)lyngsoesystems.com> escribió: Hi, Well, the only issues (compared to my own AD LDAP config) that I see in the config snippet you sent are these: 1) CustomerKey => 'uid', In my config, I’m using: CustomerKey => 'sAMAccountName', 2) CustomerUserSearchFields => ['uid', 'cn', 'mail'], In my config, I’m using: CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], 3) CustomerUserSearchListLimit => 1, In my config, I’m using: CustomerUserSearchListLimit => 1000, (and you say you have also changed this, so…) 4) In the Map => section: Map => [ … [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], In my config, I’m using: Map => [ … [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], -- /S From:iga3725@yahoo.com [mailto:iga3725@yahoo.com] Sent: 26. februar 2014 10:26 To: Sune T. Tougaard; User questions and discussions about OTRS. Subject: Re: [otrs] Sizelimit exceeded error after configure Otrs with LDAP backend. Hi.. what I see is that Otrs does not import users from our Windows DC's servers and the error that is shown on logs is: Feb 26 10:23:03 cmdbsrv OTRS-CGI-90[7445]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 10:23:03 cmdbsrv OTRS-CGI-90[7445]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 10:23:05 cmdbsrv OTRS-CGI-90[7444]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 10:23:05 cmdbsrv OTRS-CGI-90[7444]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded CustomerUserSearchListLimit parameter is 250, I have increased to 5000 and nothing happens... ;( El Miércoles 26 de febrero de 2014 10:20, Sune T. Tougaard <stt(a)lyngsoesystems.com> escribió: Without being entirely sure of what you experience, could this perhaps be an issue: CustomerUserSearchListLimit => 1, Try increasing that. -- /S From:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of iga3725(a)yahoo.com Sent: 26. februar 2014 09:53 To: OTRS. User questions and discussions about Subject: [otrs] Sizelimit exceeded error after configure Otrs with LDAP backend. Hi, We have setup otrs 3.3.2 to use a LDAP backend. For this we have added this part to Kernel/Config.pm file: ############################ LDAP ######################### # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Lookup', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'domain.net', # ldap base dn BaseDN => 'OU=domain,DC=domain,DC=net', # 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=Israel Garcia Alvarez,OU=Sist,OU=Usuaris Roureda,OU=domain,DC=domain,DC=net', UserPw => 'Password', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=user)', # if both your frontend and your LDAP are unicode, use this: SourceCharset => 'utf-8', DestCharset => 'utf-8', # if your frontend is unicode and the charset of your # ldap server is iso-8859-1, use these options. # SourceCharset => 'iso-8859-1', # DestCharset => 'utf-8', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer unique id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 1, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; ################ LDAP AUTH ##################### But when we access Customer web page ( See image attached) we see this error on Otrs's log: Feb 26 09:32:08 cmdbsrv OTRS-CGI-90[9463]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:08 cmdbsrv OTRS-CGI-90[9463]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:11 cmdbsrv OTRS-CGI-90[7443]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:11 cmdbsrv OTRS-CGI-90[7443]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Does any of you have any idea why? Thanks much! --------------------------------------------------------------------- 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

2 1

Sizelimit exceeded error after configure Otrs with LDAP backend.
by iga3725＠yahoo.com 26 Feb '14

26 Feb '14

Hi, We have setup otrs 3.3.2 to use a LDAP backend. For this we have added this part to Kernel/Config.pm file: ############################ LDAP ######################### # CustomerUser # (customer ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Lookup', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # ldap host Host => 'domain.net', # ldap base dn BaseDN => 'OU=domain,DC=domain,DC=net', # 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=Israel Garcia Alvarez,OU=Sist,OU=Usuaris Roureda,OU=domain,DC=domain,DC=net', UserPw => 'Password', # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(objectclass=user)', # if both your frontend and your LDAP are unicode, use this: SourceCharset => 'utf-8', DestCharset => 'utf-8', # if your frontend is unicode and the charset of your # ldap server is iso-8859-1, use these options. # SourceCharset => 'iso-8859-1', # DestCharset => 'utf-8', # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { port => 389, timeout => 120, async => 0, version => 3, }, }, # customer unique id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 1, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show not own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add an ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=locked))', # administrator can't change customer preferences AdminSetPreferences => 0, # # cache time to live in sec. - cache any database queries # CacheTTL => 0, Map => [ # note: Login, Email and CustomerID are mandatory! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; ################ LDAP AUTH ##################### But when we access Customer web page ( See image attached) we see this error on Otrs's log: Feb 26 09:32:08 cmdbsrv OTRS-CGI-90[9463]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:08 cmdbsrv OTRS-CGI-90[9463]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:11 cmdbsrv OTRS-CGI-90[7443]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Feb 26 09:32:11 cmdbsrv OTRS-CGI-90[7443]: [Error][Kernel::System::CustomerUser::LDAP::CustomerSearch][Line:380]: Sizelimit exceeded Does any of you have any idea why? Thanks much!

2 3

How to migrate from 3.1.10 to 3.3.4
by sameer khan 25 Feb '14

25 Feb '14

Hi guys, I want to migrate from my 3.1.10 system to 3.3.4 ( new server). I have tried the database dump, but i see it is not working properly i.e. in package manager on 3.3.4 with database restored from 3.1.10 , i am still packages 3.1.10 version that is from the old system. I only intend to keep the tickets data, CMDB and related data. Thanks

7 13

PostMasterMailbox.pl doesn't working
by Willian Silva 25 Feb '14

25 Feb '14

Hi folks, I've been facing off with an issue and I'll appreciate any help to solve it. In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running every 10 minutes by the otrs user cron jobs. But the tickets aren

5 14

Block attachment
by Jean BROW 21 Feb '14

21 Feb '14

Anyone know how I can block attachment so that OTRS delete them and not write them to disk?

1 0

Migrate Test Setup to New Production
by Sujeeva Tissaarachchi 21 Feb '14

21 Feb '14

Hi Friends, Can anyone advise me how would I migrate my settings and data into a new production server I have setup a test machine on VM (Windows 2008) I am planning to build the production server on Linux However, I need to migrate my setups and data into new production Best Regards, Sujeeva Tissaarachchi

1 0

Batch edit due_date for Tickets
by Gabriel Paredes 20 Feb '14

20 Feb '14

Hello, I'm trying to modify the due_date value for a series of Tickets, it's possible to run a query in the DB to edit all the matching rows?, If so, what is the the table to modify? Thanks in advance. Best Regards. -- GP

2 1

Re: [otrs] Priority -SLA
by Hugo Hidalgo 19 Feb '14

19 Feb '14

Hi Guys, I would like to know if it is possible priority linked with SLA. Example: Priority 1 <-> SLA 1 Priority 2 <-> SLA 2 Priority 3 <-> SLA 3 Depending on the priority applies a different SLA. Best Regards. ---------------------------------------------------------------------------------------------- [image001] Hugo Hidalgo Peñalver Support System Engineer, EMEA Cloud CoC Anabel Segura 7 28108 Alcobendas - Madrid (SPAIN) Mo: +34 912032960 E-mail: hugo.hidalgo(a)emea.nec.com<mailto:hugo.hidalgo@emea.nec.com> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marty Hillman Sent: martes, 18 de febrero de 2014 16:51 To: 'OTRS' Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4 If I understand correctly and you are taking a backup of your 3.1 database and restoring it to a different server on 3.3, you still need to run the SQL extents scripts in the installers to do the database modifications. You would do best to install the 3.1 version on the new system, then upgrade to the 3.2.x path, then to 3.3. This way you can be sure you did not miss any steps. From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of sameer khan Sent: Tuesday, February 18, 2014 9:07 AM To: OTRS Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4 the issue is 3.1.10 and 3.3.4 are different VM, though can i clone the 3.1.0 then do upgrade testing. Also just to point out i am also using kix4otrs for 3.1.10, so if i upgrade it to 3.2.x then will kix4otrs will cause issue ? Thanks ________________________________ From: alvaro(a)gridshield.net<mailto:alvaro@gridshield.net> Date: Tue, 18 Feb 2014 08:45:32 -0600 To: otrs(a)otrs.org<mailto:otrs@otrs.org> Subject: Re: [otrs] How to migrate from 3.1.10 to 3.3.4 Also you need to download a install packages for 3.3 then your repository will update to 3.3 Regards 2014-02-18 8:40 GMT-06:00 Reto Müller <reto_mueller(a)gmx.ch<mailto:reto_mueller@gmx.ch>>: Hi As far as I know you have to update first to 3.2 and than to 3.3. I had no problems to upgrade from 3.1 > 3.2 > 3.3 by following the steps in the OTRS documentation. http://doc.otrs.org/3.3/en/html/upgrading.html Cheers Reto Am 18.02.14 15:27, schrieb sameer khan: Hi guys, I want to migrate from my 3.1.10 system to 3.3.4 ( new server). I have tried the database dump, but i see it is not working properly i.e. in package manager on 3.3.4 with database restored from 3.1.10 , i am still packages 3.1.10 version that is from the old system. I only intend to keep the tickets data, CMDB and related data. Thanks --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net<mailto:alvaro@gridshield.net> www.gridshield.net<http://www.gridshield.net> --------------------------------------------------------------------- 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 Click here<https://www.mailcontrol.com/sr/nu1ofKRW4ATGX2PQPOmvUjXuKmsvWB!mrO!G6bSN1aTq…> to report this email as spam.

4 5

PostMasterMailbox.pl doesn't working
by Willian Silva 18 Feb '14

18 Feb '14

Hi folks, I've been facing off an issue and I'll appreciate any help to solve it. In my OTRS 3.3.3 system, the PostMasterMailbox.pl script is running every 10 minutes by the otrs user cron jobs. But, the tickets aren't created in the system from customers' e-mail. In the system log, the follow message shows up every 10 minutes: *Can't create PID PostMasterMailbox, because it's already running* I've been tried to run that script by myself on the CentOS 6 server (I'm using Perl v5.10.1). However, the follow message shows up: # /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1 -d 2 *NOTICE: PostMasterMailbox.pl is already running but is starting again!* *Segmentation fault* Any ideas about this "Segmentation fault" ? I think that's the point. Regards, Willian Silva.

2 4

ticket closed notification event
by Darshak Modi 18 Feb '14

18 Feb '14

1 0

Duplicate Ticket Creation
by Leah Kelly 18 Feb '14

18 Feb '14

Hi all - you’ve all been so great in helping me and I really appreciate it. I hope you can help me again! How can I prevent OTRS from creating duplicate tickets when one agent emails another agent from inside OTRS? Currently, it will create an ‘open’ ticket in the sender’s queue, and a ‘new’ ticket in the receiver’s queue. Usually they are just one number off from each other. Then when the agent responds, the sender has a ticket in New and one in Open (the original email). It would be most desirable if the ticket wouldn’t be created for the sender agent. How can I accomplish this? Thank you! Leah

4 3

ACL question
by BIRO Zoltan 17 Feb '14

17 Feb '14

Hi All, I'm playing with ACL for service assignment. If I configured to set priority 5 for this CustomeID it's working, when I open a new ticket the priority setting up to priority 5 automatically. My problem is when I configure the Service it's doesn't shows anything in the new ticket service field. What did I wrong? OTRS version 3.3.4 and my ZZZACL.pm: # OTRS config file (automatically generated) # VERSION:1.1 package Kernel::Config::Files::ZZZACL; use strict; use warnings; use utf8; sub Load { my ($File, $Self) = @_; # Created: 2014-02-14 13:21:50 (zoltan.biro(a)amaris.com) # Changed: 2014-02-14 13:46:23 (zoltan.biro(a)amaris.com) $Self->{TicketAcl}->{"Service CustomerID"} = { 'Possible' => { 'Ticket' => { 'Service' => [ 'GENERIC::TEST' ] } }, 'PossibleNot' => {}, 'Properties' => { 'CustomerUser' => { 'UserCustomerID' => [ 'AMACN' ] } }, 'PropertiesDatabase' => {}, 'StopAfterMatch' => 0 }; } 1; Thanks! Zoltan

2 7

Adding filters in the AgentTicketQueue
by Olivier Macchioni 17 Feb '14

17 Feb '14

Hello dear List, Today, the AgentTicketQueue allows to sort tickets by various columns (Age, Ticket Number, State, ...) - I've added some more columns for our own needs (Customer Language for instance). I wonder if it's possible to add the option to "Filter" the tickets depending the value in those columns, to show for instance only the "Open" tickets or only the tickets in German (or a combination of the two). I'm envisioning filters à la Excel, with a simple drop-down using <SELECT> + some Javascript to trigger the filtering. Has anyone done this so far? Olivier

3 2

E-Mail to Agents
by Allen Barrett 14 Feb '14

14 Feb '14

I'm having a bit of trouble. I have verified that I can manually send e-mail to agents via the Admin Notification tool on the admin tab. E-mail is also being sent to customers. I'm not getting messages sent to agents, though, for new tickets, notes, etc. I'm not sure what I've done, but it was working initially. Can anyone help me troubleshoot this? I am running the windows version at 3.3.4. -- Allen Barrett IT Security and Systems Administrator Harding University Admin 304 (501) 279-4198

2 3

Email Filtering Question
by Paul Stewart 14 Feb '14

14 Feb '14

Hi there We are testing OTRS for an upcoming project. We are an ISP and utilize Solarwinds as our network monitoring platform. I have read that there are good integration options between OTRS and Nagios for example. Has anyone worked with API level integration between the two platforms before? Just curious on experiences in that area. Also, instead of using API calls, I¹m interested in knowing more about mangling email tickets as they arrive. For example, if we had Solarwinds sent us email alerts for every time there was an up or down condition I would want to create a ticket under the actual email address of the customer effected (using a Managed customer as an example) therefore sending them an automated email acknowledgement that we know of a problem with their service. Further to that is the whole discussion around tracking up and down events in the same ticket and possibly closing the ticket automatically when there is an up event (after a down event). Any input much appreciated Paul

3 6

Filtering the list of processes
by Mahmoud Ibrahim 14 Feb '14

14 Feb '14

HI,I need to know how i can prevent an agent from creating new process tickets (for some processes but not all of them) using ACL or any other method available. and if there is a way to remove those processes from the list (Ticket --> New Process Ticket --> Processes List) for that agent only.Thanks in advance.

1 0

Re: [otrs] watched tickets - view in widget?
by Leah Kelly 14 Feb '14

14 Feb '14

I also realize you can view them in the dashboard, but was wanting to designate a widget to watched tickets, or maybe have two instances of open tickets displayed - one showing ‘Tickets in My Queue’ and then another one showing ‘My Watched Tickets’ so they can both be open at all times. Thanks, Leah

2 1

Custom Directory and Customized Modules
by Finetti, Stefano 13 Feb '14

13 Feb '14

Hello everyone. I'm quite at loss with this problem. I know that OTRS has a "Custom" directory in which i can replicate the tree structure of the system in order to customize some of the modules that the system will use. In order to add some modification to the customer company creation and editing, I've copied Kernel/Modules/AdminCustomerCompany.pm to Custom/Kernel/Modules/AdminCustomerCompany.pm I've also created a file under Customer/Kernel/System/ called Payments.pm which correctly register itself as a package and it's used by the custom AdminCustomerCompany.pm module. The weird (is the only word I can use) behaviour is: The customized module isn't loaded every time I access the customer company creation, but only randomly. The other times, the original file in Modules directory is used by the system. To be sure of this, I've put a Log entry into both files to check which was used, so I'm sure that sometimes it uses the original script and sometime it uses the new one. I always do the same operation: go to Users->Customer Company Administration and then select "Add Customer". What can cause this apparently random choice about which file to use? Thanks in advance -- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* *http://www.lynx-international.com <http://www.lynx-international.com>* *Axed Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* Mobile: +39 348.38.58.165 -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

2 2

Problems when working from another person's queue
by Leah Kelly 12 Feb '14

12 Feb '14

Since signatures and email addresses are connected to queues, it’s not so easy to work another person’s queue when somebody is out. For example, when Elizabeth is out, Amanda works Elizabeth’s queue. Amanda tries to reply to the customer, and the email says "Amanda <elizabeth(a)domain.com>", and the signature is Elizabeth’s as well, not Amanda’s. How can we fix this or work around?

4 3

Customer reporting issue on myticket view
by Marco Vannini 12 Feb '14

12 Feb '14

Hi there, It's a long time that we didn't see. I hope that everyone and everything are OK :) Coming at the problem. A "customer" is reporting that accessing at his web interface he is not able to filter his tickets (Action=CustomerTicketOverview;Subaction=MyTickets). I tested his account and it seems he is right. It seems also that he is the only one... I tryed to check one of the ticket and article that is not associated at him but I'm not able to find anything that can lead me to a problem or misconfiguration. I assumed that the ticket selection, in case of "myticket" was performed selecting the otrs.ticket.customer_user_id but I guess not at this point. Do you have any hints for me ? Thank you in advance PS: I'm still on 3.2.14 due to the RH dependencies that I cannot sadisfy for the 3.3 :( Ciao !

4 12

Installing other software on OTRS machine
by James Carroll 09 Feb '14

09 Feb '14

I'd like to install some other things on my OTRS host (namely Nagios and a Maven repository) and am concerned about conflicting ports and services, etc. Anyone have any insights or done this before? Anywhere that I can get more details on how OTRS is configured from a webserver/port perspective so I can avoid conflicts? Thanks, -- IDMWORKS James Carroll Newark, DE O: 888-687-0436 x709 C: 302.339.2703 F: 917.591.1525 E: james.carroll(a)idmworks.com W: www.idmworks.com ------ The information contained in this email message and any attachment may be privileged, confidential, proprietary or otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof.

5 10

Re: [otrs] otrs statistics about carried forward tickets for a day
by Mike Morris 08 Feb '14

08 Feb '14

> > Use ticket_history table for your query. > I found this useful, but the OP was using the GUI ("I am generating using report tool")... Sadly I'm no help because I do all my reporting direct from PostgreSQL and am not very familiar with Statistics module... > Message: 3 > Date: Thu, 6 Feb 2014 07:21:18 -0500 > From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] otrs statistics about carried forward tickets for > a day > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAKk-oUJfDWFbfYH--xd1BKRdqJDFFzerGpJdK2bGT3KYxMG82w(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Use ticket_history table for your query. > > > On Thu, Feb 6, 2014 at 6:29 AM, Darshak Modi > <darshak.modi(a)elitecore.com>wrote: > > > hi, > > we want find how many tickets created in a day [ new ], how many are > > worked upon [ closed ] and if any tickets remain opened. I am generating > > using report tool. But all tickets that are closed , come only in closed > > state, and not in new state. > > > > it is difficult to know how many actually created , closed and carried > > forward if any . I get report like below > > State Type Thu 30 Fri 31 closed 14 16 new 1 0 open 0 0 Sum 15 16 > > > > Here it should come like new is 15, closed 14, open 1. Is that possible > > ? > > > > --------------------------------------------------------------------- > > 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 Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Random Historical Quote: The subjects of its [the Senate's] jurisdiction [on impeachment] are those offenses which proceed from the misconduct of public men, or, in other words, from the abuse or violation of some public trust. They are of a nature which may with peculiar propriety be denominated political, as they relate chiefly to injuries done immediately to the society itself. - James Madison, The Federalist Papers, No. 65. ------------------------------------

2 1

Merge incoming messages from HRMS
by James Roman 07 Feb '14

07 Feb '14

We have an HR Management System that is sending multiple message notifications to one of our OTRS queues. Each message is arriving as new ticket. The subject of each message is in a static format. Subject: Lastname, Firstname MI (#######) - Some workflow status message We would like to somehow have any new ticket from the HRMS e-mail to that queue check to see if there is already an open ticket where the first portion of the subject matches "Lastname, Firstname MI (#######) -" and merge those tickets together. Is there someway to do this? I tried configuring a generic agent job, but couldn't figure out how to manage a comparison to existing tickets (or the first in a series of e-mails arriving.) James Roman Network Manager Terranet, Inc. on contract to SSAI For IT support: Mail: it-help(a)ssaihq.com Phone: 301-867-2100

2 1

Postmaster Filtering -- Set CustomerID = CC Mailadress
by Grzella, Mark 06 Feb '14

06 Feb '14

Hey all, i need an advice regarding otrs postmaster filtering. Task is to set the proper customer identification to the email address listed in CC on an inbound e-mail. As we are getting mails via different communication channels, we can get e-mails that are not directly send to otrs from the original customer but rather via an alternative address, for example management assistents reporting for a manager. Therefor it´ll be quite helpful to have the customer id not set to the e-mail responsible, but to the one listed in cc. I tried something like this, but with no effect at all. OTRS still sets customer id to its original sender, not to the cc one. Filter condition Headline 1 : CC << value >> (sample) Headline 2 : From <<value>> myadress(a)mydomain.de Set E-Mail Header Headline 1 : X-OTRS-CustomerUser <<value>> [***] Anybody a clue how to archive this? mit freundlichen Grüßen Studienkreis GmbH Mark Grzella Junior IT-Projektleiter Universitätsstraße 104 44799 Bochum Tel.: 02 34/97 60 - 404 mgrzella(a)studienkreis.de www.studienkreis.de AG Bochum HRB 4581 Geschäftsführer: Lorenz Haase Bastian Schmidt-Faber

4 4

customer user sync from AD
by Darshak Modi 06 Feb '14

06 Feb '14

4 4

otrs statistics about carried forward tickets for a day
by Darshak Modi 06 Feb '14

06 Feb '14

2 1

Cookies in AuthModule
by Kristofer Pettijohn 06 Feb '14

06 Feb '14

Hello, I want to create an AuthModule that authenticates against Atlassian Crowd so that we can utilize our internal SSO. The only requirement I am missing that I cannot seem to find is: can I get/set cookies from within an AuthModule? Crowd has a session cookie with a token value to verify a session, and likewise, if we authenticate the user inside of OTRS, we will need to set the cookie with the token value so that other applications can see it. Is this possible from within AuthModule?

2 6

Re: [otrs] Queue versus Subqueue versus All in one queue
by Leah Kelly 05 Feb '14

05 Feb '14

Thank you everybody, this helps a lot! I appreciate your answer Gerald, this clears things up for me regarding the differences between the configuration set-ups. Thanks! I have decided to keep the parent Client Services, with each AM as a child (subqueue). This is because most requests are made to specific AMs as they are their POC. The next questions would be, is there a way to filter the generic requests that are made to the parent (support@) into the AM who represents them? Sometimes clients don’t know who their AM is, so they just write to the generic box. It would be nice to push that client to the AMs queue so the appropriate AM could handle their client. I was thinking we could do it based on domain names, can anybody think of a better more efficient way? Thanks again!

2 1

watched tickets - view in widget?
by Leah Kelly 05 Feb '14

05 Feb '14

Hello, I was wondering if there was a way to configure OTRS so that agents could also view their watched tickets in the dashboard (along with new, open, escalated, etc?) That would be so helpful - thank you! Leah

1 0

FWIW: New install of RPM on Centos 6
by David Boyes 04 Feb '14

04 Feb '14

Following install of ITSM packages on RPM version of current release, Centos 6 x86_64: Forwarding for documentation purposes. > One additional change was needed: > > # cd /opt/otrs > # bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=apache --web- > user=apache --web-group=apache /opt/otrs > > Also, their startup script is a little squirrely, and talks about the PID being > registered in the "database". That may be, but they also have a PID file in > /opt/otrs/var/run/ that needs to be maintained. > > Running > > /opt/otrs/bin/otrs.Scheduler.pl -a stop --force > > then manually using "ps" to verify it's really dead, seems to be a reliable way > of getting it to reset itself completely. If you run "service otrs-scheduler-linux > start" and get anything other than "Starting OTRS Scheduler [OK]" as a result, > then it was *not* properly reset first. > > This was working fine until I did the installation of ITSM module. I think their > package manager tried and failed to restart the scheduler and didn't recover > gracefully afterward.

1 0

Re: [otrs] Queue versus Subqueue versus All in one queue
by Mike Morris 04 Feb '14

04 Feb '14

> I am wondering if individuals possibly shouldn?t have queues, maybe queues > are meant more for a process or a department. Any insight would be My two cents worth: OTRS (or any ticket system) exists to make our work more efficient, of course. So, IMHO, it should be configured to reflect your business processes. We have queues that correspond to major functions happening within the workflow. The decision for me is what will minimize the amount of change (work) manipulating OTRS itself instead of doing the business work directly. Much of my input about that comes from the Agents themselves telling me what will make their life easier. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Random Historical Quote: I enter upon the discharge of the high duties which have been assigned me by the people, again humbly supplicating that Divine Being who has watched over and protected our beloved country from its infancy to the present hour to continue His gracious benedictions upon us, that we may continue to be a prosperous and happy people. - James Knox Polk, Inaugural Address, March 4, 1845 ------------------------------------

2 1

Re: [otrs] Queue versus Subqueue versus All in one queue
by Leah Kelly 03 Feb '14

03 Feb '14

It does help, thank you for that. Would anybody else have any input on the primary differences between these three set-ups, and why one would use them? Thank you for any guidance! The manual doesn’t go into it at all. I am wondering if individuals possibly shouldn’t have queues, maybe queues are meant more for a process or a department. Any insight would be appreciated! Thanks, Leah

3 2

Effective time resolution ticket.
by Hugo Hidalgo 03 Feb '14

03 Feb '14

Hi, I'm trying to find out if it is possible to get a report on ticket resolution time given a schedule of 8x5. This is very important for SLA with other companies. Can you help me? Best Regards. ---------------------------------------------------------------------------------------------- [image001] Hugo Hidalgo Peñalver Support System Engineer, EMEA Cloud CoC Anabel Segura 7 28108 Alcobendas - Madrid (SPAIN) Mo: +34 912032960 E-mail: hugo.hidalgo(a)emea.nec.com<mailto:hugo.hidalgo@emea.nec.com>

2 2

version 3.2.12 , emailfrom is not available
by Darshak Modi 31 Jan '14

31 Jan '14

1 0

Queue versus Subqueue versus All in one queue
by Leah Kelly 31 Jan '14

31 Jan '14

Hello, I am considering a setup change, but would really like good examples of clients having their own individual queue, versus having a subqueue of another main queue, versus just everybody being in the same queue. We are a small software company (<20) - the people in OTRS are Account Managers (AM) and Developers (D). The AMs each have specific clients, but also need to answer questions from any other randoms that come in. For example, a client of Marlene’s could write to marlene(a)company.com, or support(a)company.com. Marlene would answer her queue, and anybody (including Marlene) could answer when they wrote to support. In other words, all AMs can answer customers who write to the generic support mailbox. Right now I have OTRS set up so each AM has their own queue (never mind why I did it this way, it’s irrelevant). They also check the Support queue. As their ‘Favorite Queues’ in their settings, the AM selects both their own personal queue and the Support queue. Developers are in a subqueue. (I did this to experiment to see if one was better than the other, but I never really figured it out.) The way we work, is that when somebody gets a client request, often it will need to involve several steps between AMs and Ds. We want to be able to get a ticket, read the request, write a note to the appropriate person, then move it to an appropriate queue. When that person is done with their part, they write a note and move it back to the other person’s queue to let them know it’s complete so they can tell the customer and close the ticket. Many times there are more than just two people involved. We want the AM to get the ticket first though, because they are the POC and owner of the account. It works okay when nobody has taken ownership yet. But if somebody has, you have to change yourself to the owner, then move it back to the person’s queue, and then the next person has to do the same thing. Surely there’s a simpler solution. Which is why I think I should change the set up - can somebody tell me what the main advantages/benefits are of each of the three configurations (one person per queue, many people in one queue, and many subqueues (each with one person in them) within one queue)? Sorry I am just an OTRS ignoramus. Thank you for your time. And I really appreciate your insight. I am really trying to and want to learn! L

2 1

Customer list problem
by BIRO Zoltan 30 Jan '14

30 Jan '14

Dear All, I have 1000+ customers and 30+ CustomerId in our OTRS 3.2.x system. I'm using LDAP customer backend and make differences of the countries as CustomerId. It's working fine but I found the following: Goes to Admin > Customers and search for * should be show all Customers from the backend? (CustomerUserSearchListLimit=5000 in Config.pm) Some Customers and CustomerId doesn't shows in the full list, it's only 5 different CustomerIds with around 30-40 Customers and these are not the latest added to the system. But If I search one of them from missing Customer with his/her lastname the system can find it and shows under the right CustomerId. I don't really understand why I can't see them in the full list. The missing Customers and CustomerIds are permanent. The background is I'm using this very nice and useful add-on to assign Customer Companies to services ( http://www.neteye-blog.com/2012/06/otrs-assign-customer-companies-to-groups… ) but I got an error with this message: There are no customers with CustomerID AMATEC! Insert at least one user with CustomerID: AMATEC! NO ASSOCIATION WILL BE DONE RIGHT NOW, this message comes only for the missing Customers/CustomerIds from the full Customers list. As I see on the NetEye blog I'm not alone with this issue. It's worked before without any assignment issue... Thank you in advance! Regards! Zoltan

6 6

Filtering Services based on Dynamic Field Content
by Alvaro Cordero 29 Jan '14

29 Jan '14

Hello, I have been working on a deployment where we have two dynamic Fields Called Category and SubCategory and then the services are defined based on those two fields. I have been working on filtering the Services Available based on the selection of the above dynamic Fields, but no matter what combination of properties I do, I cannot get the ACL to work. I can filter services based on ticket type though. Has anyone achive something like that? Thanks -- ___________________________ Alvaro Cordero Retana

3 7

Phonecall action always mentions customer
by Sander Goudswaard 28 Jan '14

28 Jan '14

All, When placing an inbound or outbound phonecall, the from/to is always displayed in OTRS as the customer. Even when I receive or make a call from/to someone else, OTRS suggests in the phonecall action that it's the customer who is involved. Setting Ticket::Frontend::AgentTicketPhoneOutbound###SenderType to 'agent' does not make a difference. Can this be resolved? Thanks, Sander

4 5

Permission denied: /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm
by Marty Hillman 28 Jan '14

28 Jan '14

I followed the guidance at https://groups.google.com/forum/#!topic/otrs_archive/M5H2EwwX-J0 and used the SetPermissions.pl<https://groups.google.com/forum/#!topic/otrs_archive/M5H2EwwX-J0%20and%20us…> against the /opt/otrs/ directory and was able to start the service from /etc/init.d once. It then came up a few minutes later and alerted me that the service might not be running. I tried to stop it from the command line and it said it was already stopped. I tried to start it again manually from the command line, but got the same permissions error as in the subject line. I will keep googling for an answer, but does anyone have any quick thoughts? Marty Hillman - IT Manager of Network Infrastructure [cid:image001.png@01CF1C0E.5F0E3440] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | E mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>

2 4

module Code::TidyAll v0.17 is required and not installed!
by Marty Hillman 28 Jan '14

28 Jan '14

I am upgrading to OTRS 3.3.3 from 3.2.10, and got the entire install including ITSM working on the first attempt. However, there is one plugin that I am not able to install. Every time I try to install OTRSCodePolicy, I get the error "Sorry, can't install package, because module Code::TidyAll v0.17 is required and not installed!" I did try doing cpan Code::TidyAll, but that fails because of missing Digest::SHA1,Moo,Guard. I have not been able to find anything in the documentation on this yet. Anyone else run into this problem or have any ideas? Marty Hillman - IT Manager of Network Infrastructure [cid:image001.png@01CF12C8.175A0B50] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | E mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>

2 7

All active pull requests for OTRS need to be recreated
by Martin Gruner 27 Jan '14

27 Jan '14

Dear all, today we experienced a technical problem with the git repository on https://github.com/OTRS/otrs which forced us to re-create this repository on github and push the data to it again. The very unfortunate side effect of this is that all pull requests are lost (there were around 18 open PRs). If you sent one of these that was not already merged and is now lost, or you previously created a fork of OTRS on github, you should take the following steps: - Please re-fork OTRS in github to correctly establish the repository link again. - Push all your own branches to your fork from your local clone. No data will be lost! - Re-create the PRs that are still relevant. Please accept my sincere apologies for the overhead this may cause you. Best regards, mg -- Martin Gruner Senior Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Einfache Planung, bessere Übersicht - Mit OTRS 3.3 einfach besseres Service Management - Jetzt downloaden und testen

1 0

Re: [otrs] otrs Digest, Vol 64, Issue 29
by Mike Morris 27 Jan '14

27 Jan '14

> Date: Sat, 25 Jan 2014 13:41:39 -0500 > From: "Sol-G Saint" <sol(a)cshotline.com> > Subject: [otrs] module Code::TidyAll v0.17 is required and not > installed! > To: <otrs(a)otrs.org> > Message-ID: <003501cf19fd$1722ca50$45685ef0$@com> > Content-Type: text/plain; charset="us-ascii" > > I am having this same problem. > > Has anyone figured out how to solve this? Installing the missing [perl] module is the obvious fix; how to do this is very much dependent on your operating system... But you could go to cpan.org, find the module and puruse their installation docs. Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Random Quote: I have never been so well pleased, as when I could shift power from my own, on[to] the sholders of others; nor have I ever been able to conceive how any rational being could propose happiness to himself from the exercise of power over others. - Thomas Jefferson, January 26, 1811, letter to Monsieur Destutt de Tracy ------------------------------------

1 0

module Code::TidyAll v0.17 is required and not installed!
by Sol-G Saint 25 Jan '14

25 Jan '14

I am having this same problem. Has anyone figured out how to solve this? Thank you kindly, Sol-G 1-877-217-9944 www.CSHotline.com sol(a)cshotline.com cshotline-small.fw_5

1 0

ticket escalation queries
by Darshak Modi 24 Jan '14

24 Jan '14

If ticket is escalated and moved to another queue, will it reset its solution time/escalation time to new queue ? Because we have L1/L2/L3 escalation and we run agent based on crossing solution time.

2 1

Owner not notified on ticket merge
by Sander Goudswaard 22 Jan '14

22 Jan '14

Running OTRS 3.3.2. When a new ticket is merged into an existing ticket, the ticket owner is not notified: - the status does not change - there is no 'star' in front of the new ticket action - no e-mail is sent How to reproduce: - have an existing ticket in a pending status, with a different agent who is the owner - have a new ticket without owner - open the new ticket and merge it with the existing ticket - you are taken to the existing ticket and see the merge action - the agent who owns the existing ticket does not see that it was updated, only when he opens it, he may discover the new ticket action Because of this, an important update was not seen in time by the ticket owner. How can this be changed?

1 0

Re: [otrs] iCalendar and OTRS
by Leah Kelly 17 Jan '14

17 Jan '14

I am sorry, I don’t know what this answer means. Are there directions anywhere on HOW to set up dynamic fields for the calendar? And will agents be able to see each others calendars? Does OTRS have this functionality? Thank you, Leah

3 2

Re: [otrs] iCalendar and OTRS
by Leah Kelly 17 Jan '14

17 Jan '14

I’ve read more about the calendar, but am still not sure how to set up the two dynamic fields so it is useable. Even once I do this, will agents be able to add their iCal meeting requests to the calendar, and will other agents be able to share calendars, or see each others events? I am stuck.. they need a solution quickly and I just don’t know enough about OTRS yet. Can somebody please help point me in the right direction? Thank you! Leah

2 1

iCalendar and OTRS
by Leah Kelly 16 Jan '14

16 Jan '14

Hello, Is there a way that agents can accept iCalendar meeting requests in OTRS? When they get a meeting request, they can’t open it or see any of the contents. The only way they have found to view it is to forward it to another email address of theirs, which is not a good workaround. Can anybody help? Thank you in advance!

1 0

Re: [otrs] Email notification to agent if cc'ed in ticket
by Leah Kelly 15 Jan '14

15 Jan '14

The cc’ed agent would get a notification to alert them that the sender is expecting them to also be reading this email thread. In the cases we have, the To: agent gets the ticket and works it, and the cc’ed agent never sees it at all. We would like a way to alert the cc’ed agent so that they will know they’ve been cc’ed. So they can stay abreast of the issue as well. The only other way is to have the To: agent tell the cc’ed agent, but I was wondering if there was an automated OTRS solution in place.

2 2

Email notification to agent if cc'ed in ticket
by Leah Kelly 14 Jan '14

14 Jan '14

Hello, I have cases where sometimes agents will work together and one agent is cc’ed, is there a way to either: - have the ticket go into/be visible in both agents queues (but remain one ticket) - send an agent email notification out to the cc’ed agent, letting them know they’ve been cc’ed in ticket# Or any other reasonable solutions to this that anybody else has found? Thank you! Leah

2 1

Customer AND agent
by James Carroll 13 Jan '14

13 Jan '14

Hello all, New to OTRS and trying to set up the basics. Since we would like to use this for both internal and external customers, how do I effectively set up someone that works for us? It seems that having email address as a primary/NO DUPE key precludes having someone as both an agent and a customer. Thanks, James -- IDMWORKS James Carroll Newark, DE O: 888-687-0436 x709 C: 302.339.2703 F: 917.591.1525 E: james.carroll(a)idmworks.com W: www.idmworks.com ------ The information contained in this email message and any attachment may be privileged, confidential, proprietary or otherwise protected from disclosure. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof.

2 1

Upgrading vintage OTRS
by Matthew Bonner 13 Jan '14

13 Jan '14

Greetings, I'm currently planning an upgrade of an old - 2.4.5, circa 2009 - OTRS instance. The data migration process through to 3.3 has worked smoothly on test system which is encouraging. Obviously between such different versions there will be many differences. Interface, functionality etc. Any traps / considerations to be careful of? Perhaps others on the list have done a similar upgrade? Cheers, Matthew

2 1

Re: [otrs] New tickets created when generic agent runs - how to turn off
by Leah Kelly 10 Jan '14

10 Jan '14

Okay, I’m sorry, I don’t know how to reply right. I just clicked on your name and it made this 'Re: otrs’ email so I hope this is right. If not, please let me know how to respond. I do not see a respond/reply. They are not alias email addresses, and a human never touches marlene(a)domain.com. I just need to know how to make their notifications go to their email that they do touch (msmith@). And not their OTRS email address (marlene@) as this only results in it being pushed back into OTRS as a new ticket. Every email address I’ve ever entered is in the PostMaster Mail Accounts and in Email Addresses (in Email Settings). Maybe I am confusing the purpose of each of them. Thank you for your quick reply and help! Leah

2 1

New tickets created when generic agent runs - how to turn off
by Leah Kelly 10 Jan '14

10 Jan '14

Thank you, I was afraid you would say this.. :) Could you please supply me with the code modification or point me in the direction of an accurate answer to this? I have seen varying code snippets online as an answer to this question, and they don’t seem to be consistent. Since I know little about the language, I am wary of trying this without fully understanding it, or at least trusting someone else who has done it before. As an alternative, how can we change the email addresses the notes go to? Right now, they go to the agents OTRS box, which come in as new tickets. I don’t know how to make these different. I at least figured this out, so now my posting headline is inaccurate. I at first thought it was generic agent. Basically, my agents have two email addresses. In Marlene’s case, they are marlene(a)domain.com and msmith(a)domain.com. The marlene(a)domain.com emails gets sucked into OTRS and become tickets. The msmith(a)domain.com is her personal, internal email address she uses to communicate with the rest of the company. How can I set it up so that the notifications go to msmith(a)domain.com, and still have OTRS pull from marlene(a)domain.com? Also, we are running on a Linux machine, not windows, and other speed recommendations? I really really appreciate everybody's help! Forgive me for being so new! Thank you, Leah

2 1

NewArticleIgnoreSystemSender not working
by Darshak Modi 10 Jan '14

10 Jan '14

Even if I set it to Yes , it shows details of system sender like auto-response. in customer and agent interface both. Am I missing anything here ?

2 4

New tickets created when generic agent runs - how to turn off
by Leah Kelly 10 Jan '14

10 Jan '14

Hi ES and Gerald, thank you for your responses, There are a couple things I am trying to solve for. One problem is that when an email goes into Marlene’s (or anybody’s) queue, it has owner Admin OTRS and so when she replies, it locks and makes her the owner. This is good. Problem 1: Then she closes the ticket, but the customer will sometimes write back again. When the client writes back, it sometimes (not always) goes into the the main client.services queue (default queue) and the owner is Admin OTRS, not Marlene, so she doesn’t always see it right away. I have ‘Ticket lock after a follow up’ set to yes, but this is still happening. I also thought it would save a step if I could just make the owner Marlene if it was in Marlene’s queue, that way she wouldn’t have to click ‘lock’ or ‘reply’ to set her as the owner. She is the only person in this queue. I thought this might make it easier on them without the extra step, and thought it might solve for the problem 1 above. A separate but very big issue - our OTRS system is exceptionally slow, does anybody know what we can do to speed this up? I have tried changing a SysConfig setting (solution found online, something with saving to the db versus not), but it’s still as slow as ever. Is there anything else I can try? Thank you so much for your help! Leah

3 2

New tickets created when generic agent runs - how to turn off
by Leah Kelly 10 Jan '14

10 Jan '14

Alright, scratch everything else. All I really would love to know (for now) is how to disable the AddNote email notification that goes out to agents. As well as any tips to improve speed. Thank you so, Leah

2 1

UTF-8 problem, but only in Preview (L) mode
by Mike Morris 09 Jan '14

09 Jan '14

I've recently (first of the year) upgraded from 2.4 to 3.3.3 (taking all intermediate steps, etc... including DB conversion to UTF-8) I'm running on Ubuntu 13.10 and Postgresql 9.1.11. I've spent most of the day googling and testing; I'm aware that these UTF problems are brought about by Perl, specifically the Encode module, not necessarily OTRS itself. But none of my research has found a problem with these exact symptoms, and I'm not sure how to proceed. SYMPTOM is "Internal Server Error" message from apache. LOGGED ERROR from apache (2.4.x) is: * Wed Jan 08 18:31:46.889492 2014] [:error] [pid 5613] Malformed UTF-8 character (fatal) at /opt/otrs//Kernel/Output/HTML/OutputFilterTextURL.pm line 42. STEPS TO REPRODUCE: This occurs ONLY if the list is viewed in "L" mode (URL parameter "View=Preview"). I can play with the "StartHit=" URL parameter to identify the offending message. The message displays just fine when Zoomed, and I see no odd characters; however, there are PDFattachments. So, while all the errors and tracing I can do point back to Perl and Kernel/Output/HTML modules, etc... I can't see why the "L" display gets a fatal error and the Ticket Zoom display, even when displaying all articles, does not. Seems like there has to be a clue in there, but it eludes me... The UTF-8 issues are widespread, so feel free to point me at a useful resource if this is a faq or something, despite my fruitless searches :-) TIA, MikeM

1 0

Re: [otrs] New tickets created when generic agent runs - how to turn off
by Leah Kelly 09 Jan '14

09 Jan '14

So what i want is.. If a ticket comes into Marlene’s queue, it triggers an event that immediately makes the owner Marlene (from Admin OTRS). is there another way to do this? Thank you in advance! Leah

3 2

frequently getting 500 error
by Darshak Modi 09 Jan '14

09 Jan '14

In the middle of operation , I get such errors Error 500 of Apache Below are errors in Apache. Normally runs but in middle of any operations , suddenly comes such errors Wed Jan 08 22:42:36 2014] [error] [client 10.107.1.161] Premature end of script headers: index.pl [Wed Jan 08 22:42:39 2014] [error] [client 10.107.1.161] mkdir /opt/otrs/var/tmp/CacheFileStorable/CacheInternalState/1: Permission denied at /opt/otrs/bin/cgi-bin/../../Kernel/System/Cache/FileStorable.pm line 81 [Wed Jan 08 22:42:39 2014] [error] [client 10.107.1.161] Premature end of script headers: index.pl

2 2

New tickets created when generic agent runs - how to turn off
by Leah Kelly 09 Jan '14

09 Jan '14

Hi Alvaro, Please see my previous post on the same subject - I apologize if I am not posting correctly; I hope they are attached. I did it using the Generic Agent, but a new ticket is created for every time it changes the ticket owner from Admin OTRS to Marlene. It is From/Subject - OTRS Notification Master - Ticket owner assigned to you by Admin OTRS. But her notifications are turned off, and so are mine. I don’t understand how to make it stop. Please help! Thank you! Leah

2 1

New tickets created when generic agent runs - how to turn off
by Leah Kelly 08 Jan '14

08 Jan '14

Hi, I created a generic agent to change the owner from OTRS Admin to whosever queue it goes into. So I have: Ticket Filter: Queue: Marlene State: New Agent/Owner: Admin OTRS Ticket Action: Set new agent/new owner: Marlene Set new ticket lock: lock When I run this, it creates a new ticket for each ticket it assigned her the owner of: It says, "Hi Marlene, Ticket [1003240] is assigned to you by Admin OTRS. Comment:” So when I ran this generic agent, it created 20 tickets, since it affected 20 tickets of Marlene’s. All my agents want to be set up like this, so how can I do this without having new tickets created? She has her notifications turned off, so I don’t know why this is happening. First question - how do I stop it from doing this? Second question - I can’t get generic agent to run automatically - I put it on 10 minutes, 0 hours, and to run every day. It doesn’t run unless I click ‘run now’. Also (third question), can’t I just make it automatically run for every new ticket that comes in?

1 0

escalation emails not sending
by Darshak Modi 08 Jan '14

08 Jan '14

I have setup in GenericAgent.pm , cron is also running , I can see logs also. Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000044/267). Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000053/268). Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000062/269). Jan 9 01:36:01 localhost OTRS-otrs.GenericAgent.pl-10[25002]: [Notice][Kernel::System::GenericAgent::_JobRunTicket] Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (2014010910000071/270). However, it does not send any notification-email to the owner/group like NewTicket notifications, No escalation emails sent like First Response/Solution time. Is it bcoz ticket state is new ?? -- -------------------------- Darshak Modi Elitecore Tech.|India Support: 081 41 344 244 Cell: 09909008245

1 0

DISCLAIMER: Off Topic
by Jill Goldstein 08 Jan '14

08 Jan '14

Does anyone have a good mailing list that discusses Unix on a beginning to intermediate level? Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

2 1

getting error in otrs
by Darshak Modi 08 Jan '14

08 Jan '14

localhost OTRS-CGI-10[6885]: [Error][Kernel::Output::HTML::Layout::BuildSelection][Line:2198]: Need Data! Error generated when changing preference .[ currently set to no] Send new ticket notification to true Agents are not able to change preference

1 0

sending sla details in auto-response
by Darshak Modi 08 Jan '14

08 Jan '14

hello, is it possible to include sla details in auto-response. I could not find any such field. Please guide further.

1 0

List of Variables
by Jill Goldstein 07 Jan '14

07 Jan '14

Is there a handy dandy chart or list of Variables (tags) that I can reference in making templates and autoreply emails and things? There are examples listed on each of the template and autoresponse page, but I'd like to see the syntax of different things. I have checked the manual, but didn't see anything, however, I could be blind as well. Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

3 2

"Next Ticket state" problem
by Nick Bright 07 Jan '14

07 Jan '14

Greetings, In our OTRS installation some years ago, we configured several custom "close" states. Since then we have been putting up with (unable to solve) a problem where ALL new tickets want to start with a "Next Ticket State" of the first in the list of these custom close states. As you can imagine, this creates a problem where new tickets are created as closed if the agent isn't vigilant! I have verified configurations more times than I can count. There is absolutely NOT A SINGLE piece of configuration that should be responsible for this, and yet it is happening. So my question for the list is - What weird, off the wall, shouldn't-happen-but-it-does ways of impacting the default Next Ticket State of *ALL *(/both phone and email/) new tickets created/through the agent UI/ be set to a value other than that specified in the SysConfig parameters? Permissions? Missing settings somewhere else? Something making type "open" not function properly? Cats with lasers? ZZZAuto.pm: $Self->{'Ticket::Frontend::AgentTicketCompose'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketEmail'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketPhone'}->{'StateDefault'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketPhoneInbound'}->{'State'} = 'open'; $Self->{'Ticket::Frontend::AgentTicketPhoneOutbound'}->{'State'} = 'open'; -- ----------------------------------------------- - 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 - -----------------------------------------------

3 4

Agent Notifications
by Jill Goldstein 07 Jan '14

07 Jan '14

Ok, I'm just about ready to have OTRS live. The last thing I'm working on is notifying an Agent that a ticket has been placed in their ownership. I see there is a notification for Agent:OwnerUpdate. How is that triggered so that an email notification is sent to the Agent that has received that ticket? I have read the manual, and I'm guessing it should be working but it's not. I'm missing something simple. If you need screenshots, please let me know. Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

3 2

Escalation not working
by Darshak Modi 07 Jan '14

07 Jan '14

Hello, I have installed OTRS just now. I am testing Escalation but they are not working . No warning emails, even tickets not shown in Escalated view. I have defined SLA -> Service and Assigned that to Customer. I have also modified GenericAgent.pm to enable escalation. However its still not working. What is missing ? --

2 1

Queue name internationalization
by Gergely Polonkai 07 Jan '14

07 Jan '14

Hello, is it possible to internationalize queue names, CI categories, etc.? Best, Gergely

2 1

Issue with Agent Notification on a new ticket OTRS
by Bohdan Hutkovskyy 07 Jan '14

07 Jan '14

Hello, I have recently installed and configured OTRS 3.3.3 & ITSM 3.3.3 on Windows machine. Everything works just fine. However, I am having an issue with agent notification on a new ticket coming to a queue and wanted to ask you guys for help. Currently I am testing otrs and I have setup a queue "HelpDesk". Postmaster mail has been configured so that each incoming email is fetched and automatically placed to that queue. Now I have an agent configured, which has selected "HelpDesk" in "my queue" box. Also, notification on a new ticket has been set to "yes". In result, when each ticket comes, an agent must be notified but for some reason no notification is sentt. Also, I noticed that when I create a ticket within a customer web page (not sending an email), an agent does get notified. When I send an email to a helpdesk, no notification email is sent. FYI, the mail address and the agent's email are different. Also I thought if the agent sends the email to otrs, perhaps he wouldn't receive a notification email since it is the same email address for customer and an agent. So basically there are 3 different emails in this scenario: Agent#1 OTRS email (helpdesk) and random email that sends a ticket to otrs. Here is the log info: Ticket submitted via email: [Fri Dec 13 09:24:04 2013][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2013121310000035/Notification Te] created (TicketID=70,Queue=IT Helpdesk,Priority=3 normal,State=new) [Fri Dec 13 09:24:05 2013][Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Customer <customer@######>' from 'IT Help Desk <ithelpdesk@#######>'. HistoryType => SendAutoReply, Subject => [Ticket#2013121310000035] RE: Notification Test; -->> which I assume is an auto response automatically sent back [Fri Dec 13 09:24:05 2013][Info][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2013121310000035] (TicketID=70, ArticleID=144) to ''Customer <customer@######>'. [Fri Dec 13 09:24:05 2013][Info][Kernel::System::MailAccount::POP3::Fetch] POP3S: Fetched 1 email(s) from host. *As you can see, there is no agent notification being sent....* Here is a log enty when ticket was submitted via web interface [Fri Dec 13 09:05:59 2013][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2013121310000017/Notification Te] created (TicketID=68,Queue=IT Helpdesk,Priority=3 normal,State=new) [Fri Dec 13 09:06:00 2013][Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to '"Customer" <Customer@####>' from 'IT Help Desk <ithelpdesk@#######>>'. HistoryType => SendAutoReply, Subject => [Ticket#2013121310000017] RE: Notification Test; [Fri Dec 13 09:06:00 2013][Info][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2013121310000017] (TicketID=68, ArticleID=140) to '""Customer" <Customer@####>'. *[Fri Dec 13 09:06:00 2013][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'agent@####'.* Here you can see a log entry saying that notification was sent... It seems weird....is it a bug or something? Please help me out Thanks! -- Best Regards, Bohdan Hutkovskyy

2 1

Templates and customizing PhoneNew
by Lars Jørgensen 07 Jan '14

07 Jan '14

Hi, Recently upgraded our test system because we want to use the template feature. While the current implementation is a good idea, we would like the following things to be added to make it truly useful as a "quick ticket" feature (we get a lot of "I forgot my password!" phonecalls. Most of them doesn't get registered in OTRS because it takes longer than to actually solve the problem for the user). * The template should also include a subject. It would be nice just to copy the template name to the subject field. * When you create a new phone ticket, it should be possible to select a defalt queue (in our case, a general "Helpdesk" queue will carry 90% of all created tickets. It's a waste of time to select it every time, especially because we have many queues and need to scroll the list to see it). Also, when you create a new phone ticket, there's a "Customer ID" field on it, that was not there in version 3.2. What is it, and how do I get rid of it? -- Lars

1 1

Unable to change SysConfig from UI
by Nick Bright 07 Jan '14

07 Jan '14

Greetings, What might be causing the inability to change SysConfig parameters from the Agent UI? File permissions are correct: -rw-rw----. 1 apache apache 208K Jan 6 22:37 ZZZAAuto.pm -rw-rw----. 1 apache apache 11K Jan 6 22:26 ZZZAuto.pm Yet when I modify a value through the SysConfig UI the browser chews on it for a moment, reloads the page, and nothing has changed. If I modify the values directly in the .pm files above, the changes are reflected properly in the SysConfig UI and take effect in OTRS. Thoughts? -- ----------------------------------------------- - 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 - -----------------------------------------------

1 1

question about using an external customer backend
by Ralf Mueller 05 Jan '14

05 Jan '14

Hello, I have read the documentation about using an external backend for customer data (http://doc.otrs.org/3.2/en/html/external-backends.html#customer-data ). My question now is, how can I map fields, that have different names? If for example the data field in OTRS is named email, but the corresponding value is stored in a field called emailaddress in our customer database, how can I map the two fields? Although I read the documentation more than once, it could find a solution for this. Thanks for any hints, Ralf

3 2

Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'
by Leah Kelly 05 Jan '14

05 Jan '14

Hello, I am the admin for a relatively new OTRS 3.3.1 install, and have ran into an odd problem which I have not been able to remedy or find a solution for online. It could have been that I changed something, though I cannot find what it would have been. Here’s my problem: When creating a new email or phone ticket, the 'From Queue' drop-down is filled with a list of “<>”s. Each “<>" corresponds to a specific queue - whereupon after selecting any given “<>", you can then select an agent in the ‘Owner’ drop-down who is a member of that queue. The only way to find your queue is to select a “<>” and then see if your name is in the ‘Owner’ drop-down - thiis is currently the only way we can create a new email/phone ticket. The agents have to search through the “<> each time until they find their name in the Owner drop-down. I can’t figure any way out to get my queues listed in this drop-down. I have searched and searched through the SysConfig files, but to no avail. Can anybody help? Subsequently, I would love to find a way for the ‘From Queue’ and the ‘Owner’ drop-downs default to whatever agent is signed in, just to save them these two steps. Thank you to anybody who can help in any way. Leah Kelly

4 3

Re: [otrs] Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'
by Leah Kelly 02 Jan '14

02 Jan '14

Yes, the browser is javascript-enabled, thanks. I also tried to reload all the javascript in FrontEnd::Agent::ModuleRegistration and for Admin even. I still only see the list of <>. Anything else I can try? Thank you so much!

1 0

Re: [otrs] Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'
by Leah Kelly 02 Jan '14

02 Jan '14

I am not sure I understand. I know about access lists, but you are telling me just to create an new email ticket or phone ticket, you have to write a script? I would think this would just be standard in the installation - every agent should be able to create an email and see their name in the drop down. I’m not sure how to do this, can you help me get started, or supply more information please? Thank you, Leah

1 0

default services to customers not assigning
by Darshak Modi 02 Jan '14

02 Jan '14

I am giving all services as default services but when I go to Services -> Customer, it shows unassigned only. What else am I missing ?

1 0

Queue names do not appear in the 'From Queue' New Email/Phone ticket, instead shows '<>'
by Leah Kelly 01 Jan '14

01 Jan '14

Hello, I am the admin for a relatively new OTRS 3.3.1 install, and have ran into an odd problem which I have not been able to remedy or find a solution for online. It could have been that I changed something, though I cannot find what it would have been. Here’s my problem: When creating a new email or phone ticket, the 'From Queue' drop-down is filled with a list of “<>”s. Each “<>" corresponds to a specific queue - whereupon after selecting any given “<>", you can then select an agent in the ‘Owner’ drop-down who is a member of that queue. The only way to find your queue is to select a “<>” and then see if your name is in the ‘Owner’ drop-down - thiis is currently the only way we can create a new email/phone ticket. I can’t figure any way out to get my queues listed in this drop-down. How do I do this? I have searched and searched through the SysConfig files, but to no avail. Can anybody help? Subsequently, I would love to find a way for the ‘From Queue’ and the ‘Owner’ drop-downs default to whatever agent is signed in, just to save them these two steps. Thank you to anybody who can help in any way. Leah Kelly

1 0

(no subject)
by Leah Kelly 01 Jan '14

01 Jan '14

1 0

Adding fields
by Jill Goldstein 30 Dec '13

30 Dec '13

Ok, I've gotten the lat/long fields added in the back end. Can you point me to the manual or the file that we have to modify to put the new field in the frontend? Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

3 2

Re: [otrs] 2.4->3.0 upgrade: "Dashboard" menu item doesn't work
by Mike Morris 30 Dec '13

30 Dec '13

My menu problem with the upgraded (from 2.4.6) 3.0 menus: > The "Dashboard" menu item does not work. The Dashboard itself is fine, and > shows on login, but you can't get back to it via the menu. The menu shows > "Search" as a submenu which works, but there's no actual Dashboard option. > THe URL in the status bar is correct when hovering over the "Dashboard" is > correct (in fact, "Copy Link Location" and using that works fine). I noticed the circular "reset this option" feature in the SysConfig pages, which handily only appears on non-default items, so I could see thatI had modified some menu items in the misty past, and resetting the Module Registrations to default fixed that problem. Thanks all, Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Random Historical Quote: The only sure bulwark of continuing liberty is a government strong enough to protect the interests of the people, and a people strong enough and well enough informed to maintain its sovereign control over its government. -- Franklin D. Roosevelt ------------------------------------

1 0

2.4->3.0 upgrade: "Dashboard" menu item doesn't work
by Mike Morris 27 Dec '13

27 Dec '13

My 3.0 upgrade is working great now, with one very minor, but very annoying, exception: The "Dashboard" menu item does not work. The Dashboard itself is fine, and shows on login, but you can't get back to it via the menu. The menu shows "Search" as a submenu which works, but there's no actual Dashboard option. THe URL in the status bar is correct when hovering over the "Dashboard" is correct (in fact, "Copy Link Location" and using that works fine). Many moons ago, in 2.x, I DID add some menu items (like search, probably not coincidentally) to the Agent interface toolbar... but frankly I never really understood "Module Registration", I just followed an example. So: * Can someone suggest a concise explanation of the Module Registration & menu modifications that I could read up on, and/or * Anyone know how to reset the menus to default ( on the assumption that mine is corrupted and actually needs resetting...) Thanks In Advance! Mike

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3.0 upgrade: CKEDITOR.instances[EditorID] is "undefined"
by Mike Morris 27 Dec '13

27 Dec '13

Hi, I've been just "lurking" here since 3.0 came out, becauseI never could upgrade, for various reasons. But, late to the party, I've just done the upgrade from 2.4.6 to 3.0.22. All went without incident, data is all fine, etc. However, any page which includes an HTML TextArea (which I assume CKEditor converts to a javascript object...) issues the following js popup error: * CKEDITOR.instances[EditorID] is "undefined" The window is then unresponsive to "Submit" clicks. This makes the system completely unusable, as I can't close, create or notate tickets :-( I don't want to forge ahead with the 3.1, 3.2 and 3.3 upgrades until 3.0 is working as expected. Surprisingly, I can't find anything useful googling the above error message, either either with or without an OTRS keyword included. Any help obviously greatly appreciated !!! SIncerely, Mike

2 1

Package Manager Error
by Mohd Zakaria 27 Dec '13

27 Dec '13

Hi, I am having a issue when trying to open the package manager link. I get this "page cannot be displayed" error. I checked the system log and there are no errors. Any one has any idea on this? Thanks. Regards, Zak

2 3

Another problem. . .
by Tennant, Jacob 26 Dec '13

26 Dec '13

I figured out how to get past the Config.pm problem but now ran into another problem as when I went to verify my mail configuration setting I get this error. [image: Inline image 1] I have no idea how to fix this? -- Jacob W. Tennant IT Specialist Pierpont Community & Technical College Office: 304-333-3641 jacob.tennant(a)pierpont.edu

2 4

customer Email Ticket is not updated it creates new ticket in otrs
by KalyanaChakravarthy MP 24 Dec '13

24 Dec '13

Hi All, Customer reply to tickets through email that ticket is updated. but suddenly customer reply email ticket created as new ticket number. other than ticket number any possible something similar at the beginning of the subject to recognize that it is no new ticket. Thank you & Regards, Kalyana chakravarthy M .P,

1 0

Merry Christmas
by Jill Goldstein 23 Dec '13

23 Dec '13

I just wanted to wish every a Merry Christmas. I appreciate everyone's willingness to help out when they answer questions they may consider to be dumb questions, but they answer them anyway. Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

1 0

Kernel/Config.pm not writeable
by Tennant, Jacob 19 Dec '13

19 Dec '13

I am running into this problem as I have read and tried many of the solution others have used but nothing has worked. I am attempting to install otrs-3.3.3-01 on a fresh install of CentOS 6.5 32bit. I have noticed somethings odd however as all of the corrections to this problem I have found said to use this command. ./SetPermissions.sh /opt/otrs otrs apache apache apache If you go into the bin folder the new command is ./otrs.SetPermission.pl, which I have tried and it states that the permissions for Kernel\Config.pm has been changed but I still get the error. I have running these commands in terminal as root and have even chmod the Config.pm file to give everyone read/write/execute permissions but it still won't pass the writeable test in the installer. Any suggestion??? Jacob W. Tennant IT Specialist Pierpont Community & Technical College Office: 304-333-3641 jacob.tennant(a)pierpont.edu

2 1

Adding Fields
by Jill Goldstein 19 Dec '13

19 Dec '13

Is it possible to add fields in the Customer Record? For example, in our line of work it's the latitude and Longitude of a location is important. Am I able to add a field that says "Lat/Lon?" As a work around, I can use the comment field to mark the Lat/Lon. Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

2 2

Upgrade path from 2.4.7 and up...
by Lambrecht, Charles (Charles) 19 Dec '13

19 Dec '13

Hello, I’m running OTRS 2.4.7 and I’m planning an upgrade. Do I need to upgrade throught 2.4.8, 2.4.9, etc. and all the way through every release, security or patch? If not, should I jump to 3.0.1 or could I jump to 3.0.11? Regards, Charles -------------------------------------------------------------- Charles Lambrecht Computer Operations Manager University of Tennessee College of Veterinary Medicine Email: cgl(a)utk.edu<mailto:cgl@utk.edu> --------------------------------------------------------------

4 3

Phone Call Outbound
by Nick Bright 18 Dec '13

18 Dec '13

On "Phone Call Outbound", when an agent does an update using that method, why does the FROM show as the ticket owner? e.g. My call center agent makes an outbound phone call to the customer, clicks "Phone Call Outbound" and updates the ticket. The update then shows that it is FROM the customer not FROM the Agent. Any thoughts or suggestions? -- ----------------------------------------------- - 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 - -----------------------------------------------

2 1

Cron Errors
by Nick Bright 17 Dec '13

17 Dec '13

Greetings, After upgrading to 3.3.3 I'm seeing some Cron errors. Searching for these errors didn't turn up any meaningful results. Process: Cron <otrs@support> $HOME/bin/otrs.UnlockTickets.pl --timeout >> /dev/null Version string '-1, set by base.pm' contains invalid data; ignoring: '-1, set by base.pm' at /opt/otrs/Kernel/System/Log.pm line 203. ERROR: OTRS-otrs.UnlockTickets.pl-10 Perl: 5.10.1 OS: linux Time: Tue Dec 17 10:35:07 2013 Process: Cron <otrs@support> $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null Version string '-1, set by base.pm' contains invalid data; ignoring: '-1, set by base.pm' at /opt/otrs/Kernel/System/Log.pm line 203. ERROR: OTRS-otrs.PostMasterMailbox.pl-10 Perl: 5.10.1 OS: linux Time: Tue Dec 17 14:58:06 2013 Any guidance would be appreciated. -- ----------------------------------------------- - 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 - -----------------------------------------------

1 0

Thank you
by Jill Goldstein 17 Dec '13

17 Dec '13

Jens and Mark, Thank you so much for the information on fetchmail. I, seriously, appreciate being referred back to the manual, as this is how I will learn. Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

1 0

Re: [otrs] Fetch Mail
by Jill Goldstein 17 Dec '13

17 Dec '13

Mark, I'm using the web version. I did a search on SysConfig and didn't find anything like that. I did a test, and sent an email to my ticket email address (ticket(a)spfsolutions.biz) and I left my OTRS open, and it never auto fetched. Do you (or anyone) know anything else about how to set up an auto fetch on the web based OTRS? -- Jill Goldstein Customer Support Phone: 303-731-5634 http://spfsolutions.biz From: Mark Campbell <mcampbell(a)emediatrade.com<mailto:mcampbell@emediatrade.com>> Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org<mailto:otrs@otrs.org>> Date: Monday, December 16, 2013 at 2:25 PM To: "User questions and discussions about OTRS." <otrs(a)otrs.org<mailto:otrs@otrs.org>> Subject: Re: [otrs] Fetch Mail It's set by default to fetch every 10 minutes. This variable is stored on my CentOS system in /opt/otrs/var/cron/postmaster_mailbox. You can change the 10 to whatever number you like. I changed mine to 1. Restart OTRS for it to take effect. Thanks, --Mark From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of Jill Goldstein Sent: Monday, December 16, 2013 4:22 PM To: User questions and discussions about OTRS. Subject: [otrs] Fetch Mail Is there a way to set OTRS to auto-Fetch mail? I did a search through the manual, and did not find much. I did a search in SysConfig and came up with a screen with parameters, but nothing I recognized as Fetch Mail every X Minutes. BTW, my programming days ended with dBase III+, though I have basic HTML experience. I have the concepts of programming down, and I understand tags. Thus I've been able to do things like set up the smtp server without limping to y'all to find an answer. Thanks so much, Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone:303-731-5634

3 2

Fetch Mail
by Jill Goldstein 16 Dec '13

16 Dec '13

Is there a way to set OTRS to auto-Fetch mail? I did a search through the manual, and did not find much. I did a search in SysConfig and came up with a screen with parameters, but nothing I recognized as Fetch Mail every X Minutes. BTW, my programming days ended with dBase III+, though I have basic HTML experience. I have the concepts of programming down, and I understand tags. Thus I've been able to do things like set up the smtp server without limping to y'all to find an answer. Thanks so much, Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

2 1

Ticket state:new even with many updates
by Nick Bright 16 Dec '13

16 Dec '13

Greetings, I'm a little confused by something I've just noticed in my OTRS installation. I've a ticket 15 days old that has 9 updates, including phone-inbound, phone-outbound, customer email-external, and agent email-external. Despite all of this activity, the ticket state shows "new" under the Ticket information window. This is most certainly not a new ticket by any definition of "new", so why does OTRS think that it's a new ticket? My install is v3.3.3 (thought my database has been updated repeatedly since ~1.5 or so). Is it possible that there's an agent which isn't running? A configuration error that snuck in somewhere in the version upgrades over the years? Thanks in advance, -- ----------------------------------------------- - 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 - -----------------------------------------------

4 6

PDF Manual
by Jill Goldstein 16 Dec '13

16 Dec '13

Greetings and Salutations from SPF Solutions, LLC in Englewood, Co, We are using OTRS for our ticketing program, and I have a bit of a learning curve when it comes to configuring/administering OTRS. I have found the online manual for OTRS, and am grateful for it. However, I was wondering if we can get a pdf of the manual somewhere? -- Jill Goldstein Customer Support Phone: 303-731-5634 http://spfsolutions.biz

2 3

Change display name for sent email
by Marty Hillman 10 Dec '13

10 Dec '13

Forgive me if I don't explain this properly. I have had an OTRS system installed and configured and in production since October 1. One of the complaints from the 14 agents is that outbound emails do not show who sent the email. For example, in the below picture, you can see that outbound email is appearing from IT Support rather than the name of the agent who triggered the outbound message. We have a single common mailbox for IT Support, and it is probably the reason behind the issue. Is there any way to change this to display the agent name in the history rather than IT Support? [cid:image001.png@01CEF5C5.1746EE50] Marty HIllman

2 1

force password policy
by Paul Simons 09 Dec '13

09 Dec '13

How do I enforce a password policy of say: 10 chars - upper/lower case - symbol - change every 60 days - etc. for ALL agents ? I want to lock down my system for internet access. Regards Paul ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

3 3

How to configure the reply-to in ticket view
by claude 09 Dec '13

09 Dec '13

Hi, In my Otrs, all messages are sending from a generic adress and the real sender is in a reply-to . How can I display the reply-to in ticket view and how can I configure Otrs to send the auto-response and user response to the real sender. Thanks et regards Claude

1 0

Ticket number format
by Jean BROW 08 Dec '13

08 Dec '13

We would like to use a different ticket number format per queue, not have the single setting for the whole system. Is there a way for us to a) write our own ticket number format and b) use a different format for each queue in the system. Regards Jean

2 1

Update 3.1 to 3.2 - Error: Can't locate object method "new" via package "version::vpp"
by Kalil Costa - Total Links 05 Dec '13

05 Dec '13

Guys, I did an update with my OTRS from version 3.1.12 to 3.2.12 I follow these steps and the system broken. http://doc.otrs.org/3.2/en/html/upgrading.html When I try to access the system htt://serverip/otrs/index.pl I received these error: Can't locate object method "new" via package "version::vpp" at /opt/otrs/Kernel/cpan-lib/version/vpp.pm line 908.\nCompilation failed in require at /opt/otrs/Kernel/cpan-lib/Apache2/Reload.pm line 179.\n Someone could help me ?

3 5

New ticket has "Admin OTRS" as owner, but we want the agent who responses first to be owner
by Erik van Ast 04 Dec '13

04 Dec '13

Hi all, We recently installed OTRS 3.3.2 on a Windows 2012 Server after using OTRS for many years on OpenSUSE 11.2... Everything works fine (we didn't export the tickets, so database is clean) except for 2 major things. First of all, when a customer sends an email and the email is read by OTRS, a ticket is created, but the owner is "Admin OTRS" and we don't want that. We want the agent who responses first to that ticket to be the owner... I already did some searching on google, but making sure that "Ticket lock after a follow up" is set to no on the queue and that "Ticket::Frontend::AgentTicketCompose###RequiredLock" is set to YES doesn't make a difference... If an agent responses to the ticket (move to another queue for example) the owner doesn't change and we already disabled the root@localhost user... Can someone please help us out with this? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ Erik van Ast Please visit our new ecommerce website http://eu.suzohapp.com And we need your opinion! Please rate your experience at http://eu.suzohapp.com/survey

3 2

New install help
by Tennant, Jacob 03 Dec '13

03 Dec '13

I just completed a manually install of OTRS 3.3.2-01 on a fresh install and on the last page it gave the default login of root@localhost and a long random character string for a password of which I copied down on my trusty notepad and triple checked it. When I went to login for the first time the system responds that the password is incorrect!!!! Is there anyway to edit a file somewhere to reset this password? It is a fresh install but I would not like to have to repeat all of the steps over again. . . -- Jacob W. Tennant IT Development Specialist Pierpont Community & Technical College Office: 304-333-3641 jacob.tennant(a)pierpont.edu

3 2

Changing domain of users
by Karl Browning 03 Dec '13

03 Dec '13

I have active directory integration running prefect on the current domain, and this is how users currently log in. We are in the process of moving to a new domain, however, and I need to be able to keep the users running with the tickets they currently have. Has anyone done this before? Tips, pointers, how-to's available? Thank you. -- Karl Browning

3 4

IMAP setup
by Tennant, Jacob 03 Dec '13

03 Dec '13

I have just installed the OTRS appliance onto my Hyper-V server and cannot seem to get it to retrieve email using imap.gmail.com. I also noticed in the mail setup it never asks for any SSS/TSL information or port numbers? I had this working on a physical server but it has passed on the the big datacenter in the sky. . . HELP!!! -- Jacob W. Tennant IT Development Specialist Pierpont Community & Technical College Office: 304-333-3641 jacob.tennant(a)pierpont.edu

3 4

Oracle performance
by Sander Goudswaard 28 Nov '13

28 Nov '13

Since OTRS 3.3 I noticed the SQL Benchmark button in the Support section. We are running OTRS in a VM and Oracle on a dedicated server. The SQL benchmark shows 25s where 5s would be expected according to the test itself. Are there others running OTRS on Oracle who could do a benchmark and share the results, or have tips on increasing the performance? Regards, Sander

1 0

Re: [otrs] Show email address AND realname instead of realname only
by Carl R. White 27 Nov '13

27 Nov '13

Hello, Apologies for resurrecting a two-year-old thread. I had also been looking for a good solution to this which did not involve beginning a reply or viewing the plain text version of the message. This thread was the only match that I could find, so thought I would share the hack it helped me to create: [This is for OTRS 3.2.x, but may be adaptible for other versions.] In: /opt/otrs/Kernel/Output/HTML/Standard (or similar), where the .dtl files are located, edit: AgentTicketZoom.dtl Find the RowRecipient section, which looks like:  <label>$Text{"$Data{"Key"}"}:</label> <p class="Value" title="$QData{"Value"}">$QData{"Realname","200"}</p> <div class="Clear"></div>  (mail client wrapping notwithstanding) and modify the <p> tag so that the section becomes:  <label>$Text{"$Data{"Key"}"}:</label> <p class="Value" title="$QData{"Value"}" data="$QData{"Realname","200"}" onDblClick="javascript:var a=this.attributes.getNamedItem('data').value;this.textContent=((this.textContent==a)?this.title:a);">$QData{"Realname","200"}</p> <div class="Clear"></div>  Note that this is literally the addition of two attributes to the <p> tag and nothing more. This has been tested as working in the latest Windows versions of Firefox, Chrome and Internet Explorer (November 2013), and should not cause harm in anything lesser if it fails to function. At first glance this does not change the appearance of Articles in OTRS, but with the changes, a double-click on any recipient field will toggle it to show the e-mail address in the system, as seen in the tooltip. It has been set to double-click since the user's next action is often to click and drag to select the e-mail address to copy it for pasting elsewhere. Had this been set to single-click, the text would have toggled away again, causing frustration! Best Regards, Carl W. -- Exa Networks Ltd W: exa-networks.co.uk | echori.co.uk | surfprotect.co.uk E: <support/customer.care/sales/credit.control/info> @exa-networks.co.uk M: 27-29 Mill Field Road, Cottingley, Bingley, West Yorkshire, BD16 1PY T: 0845 145 1234 ....... Fax: 01274 567646 ....... eFax: 01274 911855

1 0

article dynamic field
by Bruno Cardon 25 Nov '13

25 Nov '13

Hi all, Is it possible to use article dynamic field ( not the ticket dynamic fields ) in the reports of otrs ? Kind regards

1 0

Re: [otrs] otrs Digest, Vol 62, Issue 14
by Antonio Sarmiento 24 Nov '13

24 Nov '13

Gerald, Thanks for your quick response. I modified this expression ['[RegExp][^(MesaAyuda::SAP)]'] by ['[RegExp][!(^MesaAyuda::SAP)]'] and work fine Best Regards Antonio > Message: 1 > Date: Fri, 22 Nov 2013 07:30:06 -0500 >From: Gerald Young <crythias(a)gmail.com> > Subject: Re: [otrs] ACL issue to display services related with some > queue > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAKk-oUL3a1-OewuF2YXPkfP8JHETF7yP9J+p=ubagZ-+apceTg(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > Test at http://regexpal.com > > ^ = beginning of string > !=not, but then, you don't have to seek for "not" ... all filters >are > applied alphabetically sequentially. So be bold and broad and search > for something that's "all tickets" (lock, unlock, for instance) ... > Apply PossibleNot to that (i.e., every ticket), then Possible when >you > have positive criteria to match. > > On Thu, Nov 21, 2013 at 11:53 PM, Antonio Sarmiento ><asarmiento(a)mi.cl> wrote: >> Hi, >> >> I need display the corresponding services for some groups of queues >>and for >> other queues display other queues >> >> I wrote this acl scripts >> >> $Self->{TicketAcl}->{'Only-SAP-Services-for-SAP-abcde'} = { >> # match properties >> Properties => { >> Queue => { >> Name => ['[RegExp]MesaAyuda::SAP abcde'], >> } >> }, >> # return possible options >> Possible => { >> # possible ticket options >> Ticket => { >> Service => ['SAP::OPERA','SAP::ADMI'], >> }, >> }, >> }; >> $Self->{TicketAcl}->{'aaNOT-SAP-Services-for-NOT-SAP-QUEUES'} = { >> # match properties >> Properties => { >> Queue => { >> Name => ['[RegExp][^(MesaAyuda::SAP)]'], >> } >> }, >> # return possible options >> #Possible => { >> PossibleNot => { >> # possible ticket options >> Ticket => { >> Service => >>['SAP::OPERA','SAP::ADMI','SAP::PACK','SAP::BOD','SAP::FRI'], >> }, >> }, >> }; >> >> The first step, work fine when it is alone, and show the right >>service for >> the sap queue. But when I added the second step to hide sap >>services for >> not sap queues, it begun to fail, because it?s only displaying not >>sap >> service in all case, when i choose sap queue or not sap queue >> I choose this way, because the not sap services are more than 40. >> >> Somebody could help me >> >> I appreciate your help >> >> Best regards >> >> Antonio >> --------------------------------------------------------------------- >> 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

1 0

Customizing AccessKeys in OTRS 3.3?
by Martin Møller 24 Nov '13

24 Nov '13

Hello again! OTRS 3.3 is now runnning production here and I like what I see and have mostly got it custom fitted to our needs, but there are a few things I have trouble getting to work: 1) I would like to have an AccessKey for the fulltext search, or even just the search profile popup. It looks like Hotkey+s is already defined in the Ticket submenu, but it doesn't seem to do anything. It also happens to be defined in the FAQ submenu, so possibly they confuse one another? (UPDATE: Indeed that was the case, after changing the keys for the FAQ module, Hotkey+s now works for the ticket search! Yippie! It needed to be changed in FAQ > Frontend::Agent::ModuleRegistration) There seems to be a lot of access keys that are waaay overloaded and thus mostly don't work. The Customer 'Tab' has the access key 'c' bound to every entry and also doesn't work for me in that configuration. Those can be redefined here: Framework -> Frontend::Admin::ModuleRegistration and here: Framework -> Frontend::Agent::ModuleRegistration There are similar issues with the two Responsible icons and the two AgentTicketLockedView icons. The first two both have 'r' selected, the other two both have 'k' selected. Both the phone and the mail icon by default have 'l' (lower L) chosen and thus also don't do anything. But Hotkey+m works for creating a new ticket, as defined in the Ticket menu. Okay, so I managed to talk myself through that part. Incidentally, I have assigned mostly numbers to the duplicates. I might considder setting some of them blank for our purposes... Some of this may only show up for me because my user has administrative rights, but I do think a look at the default access keys for the official addon modules would be good so that the default keys, to the greatest extent possible, doesn't override each other. If they can dynamically overload in an open submenu, then that is great, but that doesn't seem to be the case right now... I would still like to know if you can bind an access key to the fulltext search-field. I suppose it would be a javascript trigger..? I also seemingly had to change my CustomerCompanyKey from the VAT number of the company to the companies name in order for the searches under Customers (Kunder) to yield results or indeed for the filter in the Dashboard to return anything after selecting a value. Not quite sure why that is, but hey, now it works - I just see the company name twice... I guess that leaves (for the moment) just this question: Can I add custom fields to the dashboard and to the ticketzoom view? On the dashboard, I would like to be able to show the date of the ticket creation in stead of Age, at least optionally - similar the the Changed field. I tried putting Created in by hand in SysConfig, but that didn't seem to work... Ticket -> Frontend::Agent::Dashboard That used to work in 2.4 in the .dtl-files, but I guess the rules are a bit different now. In the TicketZoom view, I would like to show a column of how much time was spent on a given reply. Right now, all I can see without turning to SQL queries is the total amount of time used, but not how it is spread across the replies. I know the field is there in time_accounting, but I can't quite figure out how to get it shown in the Zoom view... I realize this might require .dtl-editing at this stage, but what would the field be called in a way that I can access? Apart from those little nitpicks, OTRS 3.3 is AWESOME! Med venlig hilsen / Kind regards Martin Møller Konsulent / Consultant CLA, CLP, CLE, LPI1, RHCT Mobil +45 61 61 69 56 IT Quality A/S København +45 70 222 444 www.itq.dk Nyhedsbrev - Tilmeld ( http://www.itq.dk/index.php?id=51&L=0)

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LDAP stopped finding users
by Matthew M. Mosteller 22 Nov '13

22 Nov '13

I had LDAP (openLDAP) working for a few weeks and now it suddenly decided to stop working. Since the server is not live I have anonymous searches allowed. I am now getting an error of: [Thu Nov 21 16:27:30 2013][Notice][Kernel::System::Auth::LDAP::Auth] User: otrsAdmin(a)shinesystech.com authentication failed, no LDAP entry found!BaseDN='dc=shinesystech,dc=com', Filter='(uid=otrsAdmin(a)shinesystech.com)', (REMOTE_ADDR: 192.168.2.128). None of the Config.pm settings have been changed and I have not messed with the ldap config, so it's very strange. Any ideas on how I can best fix/debug this problem? - Matt

3 4

Re: [otrs] Svar: Re: LDAP stopped finding users
by Matthew M. Mosteller 22 Nov '13

22 Nov '13

I have some progress now. Users are supposed to log in with their email addresses, which again was working before. When I remove the '@' symbol from the uid it works perfectly. So that has to be a back end problem right? -Matt ----- Original Message ----- From: "Gerald Young" <crythias(a)gmail.com> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Friday, November 22, 2013 10:13:27 AM Subject: Re: [otrs] Svar: Re: LDAP stopped finding users My suggestion is to use the documentation of Net::LDAP to create a test perl file connection ... if it works, OTRS should work, too. if it works (based upon the filter OTRS log provides) and OTRS does not, from the same machine, there's not much that can be said except to determine how the params you've provided in the stand alone perl program aren't accurately reflected in Config.pm On Fri, Nov 22, 2013 at 9:57 AM, Matthew M. Mosteller < mmosteller(a)shinesandt.com > wrote: There should be no restrictions as this is not live and I am the only one logging in, which worked before. By adding the AD server to the workstation list do you mean a DNS entry? -Matt From: "Alvaro Cordero" < alvaro(a)gridshield.net > To: "User questions and discussions about OTRS." < otrs(a)otrs.org > Sent: Friday, November 22, 2013 9:42:09 AM Subject: Re: [otrs] Svar: Re: LDAP stopped finding users Matt, is it possible that the user has a workstation logon restriction? It happened to us that even if the user was in the DB and the authentication was ok, with that restriction users couldn't be logged on. If that's the case you need to add the AD server into the workstation list, when the user is registered then you can remove it. Regards 2013/11/22 Matthew M. Mosteller < mmosteller(a)shinesandt.com > <blockquote> > no ldap entry found means that the ldap server is unable to find an > entry in ldap for the given uid. The uid not existing definitely isn't the problem with my requests as I am copy/pasting from the ldap backend for that. I also tried removing and re-adding the user to the database just in case but that didn't work either. -Matt From: "Gerald Young" < crythias(a)gmail.com > To: "User questions and discussions about OTRS." < otrs(a)otrs.org > Sent: Friday, November 22, 2013 9:04:50 AM Subject: Re: [otrs] Svar: Re: LDAP stopped finding users Filter='(&(cn=ulh)(mail=*)) means ulh is a common name and has an email address in ldap. On Fri, Nov 22, 2013 at 9:01 AM, Martin Møller < mmo(a)itq.dk > wrote: > I'm seeing the same thing with at least one use here. > > I can log in just fine, as well as a few others, but one user who has tried, > gets this error. > I have checked all the attributes - they are fine. No different from the > rest of us. > It's the same LDAP backend as before. > On the OTRS 3.2 system, he can log in. On the 3.3 system, he cannot. > User: ulh authentication failed, no LDAP entry found!BaseDN='ou=KBH,o=ITQ', > Filter='(&(cn=ulh)(mail=*)) > User: mmo (cn=mmo,ou=KBH,o=ITQ) authentication ok > > Very strange, from my point of view.. :) > > /Martin. > >>>> Gerald Young < crythias(a)gmail.com > 22. november 2013 00:59 >>> > no ldap entry found means that the ldap server is unable to find an > entry in ldap for the given uid. > > > > On Thu, Nov 21, 2013 at 4:38 PM, Matthew M. Mosteller > < mmosteller(a)shinesandt.com > wrote: >> I had LDAP (openLDAP) working for a few weeks and now it suddenly decided >> to >> stop working. Since the server is not live I have anonymous searches >> allowed. I am now getting an error of: >> >> [Thu Nov 21 16:27:30 2013][Notice][Kernel::System::Auth::LDAP::Auth] User: >> otrsAdmin(a)shinesystech.com authentication failed, no LDAP entry >> found!BaseDN='dc=shinesystech,dc=com', >> Filter='(uid= otrsAdmin(a)shinesystech.com )', (REMOTE_ADDR: 192.168.2.128). >> >> None of the Config.pm settings have been changed and I have not messed >> with >> the ldap config, so it's very strange. >> >> Any ideas on how I can best fix/debug this problem? >> >> >> -Matt >> >> --------------------------------------------------------------------- >> 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 > --------------------------------------------------------------------- > 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 > > --------------------------------------------------------------------- > 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 </blockquote> --------------------------------------------------------------------- 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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Re: [otrs] Svar: Re: LDAP stopped finding users
by Matthew M. Mosteller 22 Nov '13

22 Nov '13

There should be no restrictions as this is not live and I am the only one logging in, which worked before. By adding the AD server to the workstation list do you mean a DNS entry? -Matt ----- Original Message ----- From: "Alvaro Cordero" <alvaro(a)gridshield.net> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Friday, November 22, 2013 9:42:09 AM Subject: Re: [otrs] Svar: Re: LDAP stopped finding users Matt, is it possible that the user has a workstation logon restriction? It happened to us that even if the user was in the DB and the authentication was ok, with that restriction users couldn't be logged on. If that's the case you need to add the AD server into the workstation list, when the user is registered then you can remove it. Regards 2013/11/22 Matthew M. Mosteller < mmosteller(a)shinesandt.com > > no ldap entry found means that the ldap server is unable to find an > entry in ldap for the given uid. The uid not existing definitely isn't the problem with my requests as I am copy/pasting from the ldap backend for that. I also tried removing and re-adding the user to the database just in case but that didn't work either. -Matt From: "Gerald Young" < crythias(a)gmail.com > To: "User questions and discussions about OTRS." < otrs(a)otrs.org > Sent: Friday, November 22, 2013 9:04:50 AM Subject: Re: [otrs] Svar: Re: LDAP stopped finding users Filter='(&(cn=ulh)(mail=*)) means ulh is a common name and has an email address in ldap. On Fri, Nov 22, 2013 at 9:01 AM, Martin Møller < mmo(a)itq.dk > wrote: > I'm seeing the same thing with at least one use here. > > I can log in just fine, as well as a few others, but one user who has tried, > gets this error. > I have checked all the attributes - they are fine. No different from the > rest of us. > It's the same LDAP backend as before. > On the OTRS 3.2 system, he can log in. On the 3.3 system, he cannot. > User: ulh authentication failed, no LDAP entry found!BaseDN='ou=KBH,o=ITQ', > Filter='(&(cn=ulh)(mail=*)) > User: mmo (cn=mmo,ou=KBH,o=ITQ) authentication ok > > Very strange, from my point of view.. :) > > /Martin. > >>>> Gerald Young < crythias(a)gmail.com > 22. november 2013 00:59 >>> > no ldap entry found means that the ldap server is unable to find an > entry in ldap for the given uid. > > > > On Thu, Nov 21, 2013 at 4:38 PM, Matthew M. Mosteller > < mmosteller(a)shinesandt.com > wrote: >> I had LDAP (openLDAP) working for a few weeks and now it suddenly decided >> to >> stop working. Since the server is not live I have anonymous searches >> allowed. I am now getting an error of: >> >> [Thu Nov 21 16:27:30 2013][Notice][Kernel::System::Auth::LDAP::Auth] User: >> otrsAdmin(a)shinesystech.com authentication failed, no LDAP entry >> found!BaseDN='dc=shinesystech,dc=com', >> Filter='(uid= otrsAdmin(a)shinesystech.com )', (REMOTE_ADDR: 192.168.2.128). >> >> None of the Config.pm settings have been changed and I have not messed >> with >> the ldap config, so it's very strange. >> >> Any ideas on how I can best fix/debug this problem? >> >> >> -Matt >> >> --------------------------------------------------------------------- >> 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 > --------------------------------------------------------------------- > 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 > > --------------------------------------------------------------------- > 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net --------------------------------------------------------------------- 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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Re: [otrs] Svar: Re: LDAP stopped finding users
by Matthew M. Mosteller 22 Nov '13

22 Nov '13

> no ldap entry found means that the ldap server is unable to find an > entry in ldap for the given uid. The uid not existing definitely isn't the problem with my requests as I am copy/pasting from the ldap backend for that. I also tried removing and re-adding the user to the database just in case but that didn't work either. -Matt ----- Original Message ----- From: "Gerald Young" <crythias(a)gmail.com> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Friday, November 22, 2013 9:04:50 AM Subject: Re: [otrs] Svar: Re: LDAP stopped finding users Filter='(&(cn=ulh)(mail=*)) means ulh is a common name and has an email address in ldap. On Fri, Nov 22, 2013 at 9:01 AM, Martin Møller <mmo(a)itq.dk> wrote: > I'm seeing the same thing with at least one use here. > > I can log in just fine, as well as a few others, but one user who has tried, > gets this error. > I have checked all the attributes - they are fine. No different from the > rest of us. > It's the same LDAP backend as before. > On the OTRS 3.2 system, he can log in. On the 3.3 system, he cannot. > User: ulh authentication failed, no LDAP entry found!BaseDN='ou=KBH,o=ITQ', > Filter='(&(cn=ulh)(mail=*)) > User: mmo (cn=mmo,ou=KBH,o=ITQ) authentication ok > > Very strange, from my point of view.. :) > > /Martin. > >>>> Gerald Young <crythias(a)gmail.com> 22. november 2013 00:59 >>> > no ldap entry found means that the ldap server is unable to find an > entry in ldap for the given uid. > > > > On Thu, Nov 21, 2013 at 4:38 PM, Matthew M. Mosteller > <mmosteller(a)shinesandt.com> wrote: >> I had LDAP (openLDAP) working for a few weeks and now it suddenly decided >> to >> stop working. Since the server is not live I have anonymous searches >> allowed. I am now getting an error of: >> >> [Thu Nov 21 16:27:30 2013][Notice][Kernel::System::Auth::LDAP::Auth] User: >> otrsAdmin(a)shinesystech.com authentication failed, no LDAP entry >> found!BaseDN='dc=shinesystech,dc=com', >> Filter='(uid=otrsAdmin(a)shinesystech.com)', (REMOTE_ADDR: 192.168.2.128). >> >> None of the Config.pm settings have been changed and I have not messed >> with >> the ldap config, so it's very strange. >> >> Any ideas on how I can best fix/debug this problem? >> >> >> -Matt >> >> --------------------------------------------------------------------- >> 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 > --------------------------------------------------------------------- > 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 > > --------------------------------------------------------------------- > 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 --------------------------------------------------------------------- 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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ACL issue to display services related with some queue
by Antonio Sarmiento 22 Nov '13

22 Nov '13

Hi, I need display the corresponding services for some groups of queues and for other queues display other queues I wrote this acl scripts $Self->{TicketAcl}->{'Only-SAP-Services-for-SAP-abcde'} = { # match properties Properties => { Queue => { Name => ['[RegExp]MesaAyuda::SAP abcde'], } }, # return possible options Possible => { # possible ticket options Ticket => { Service => ['SAP::OPERA','SAP::ADMI'], }, }, }; $Self->{TicketAcl}->{'aaNOT-SAP-Services-for-NOT-SAP-QUEUES'} = { # match properties Properties => { Queue => { Name => ['[RegExp][^(MesaAyuda::SAP)]'], } }, # return possible options #Possible => { PossibleNot => { # possible ticket options Ticket => { Service => ['SAP::OPERA','SAP::ADMI','SAP::PACK','SAP::BOD','SAP::FRI'], }, }, }; The first step, work fine when it is alone, and show the right service for the sap queue. But when I added the second step to hide sap services for not sap queues, it begun to fail, because it´s only displaying not sap service in all case, when i choose sap queue or not sap queue I choose this way, because the not sap services are more than 40. Somebody could help me I appreciate your help Best regards Antonio

2 1

Question to outgoing mails and MIME headers
by Jan.Dreyer＠bertelsmann.de 20 Nov '13

20 Nov '13

Hi @ll, some customers noted that they are missing attachments we sent from one of our OTRS instances (3.2.10). Further investigation showed that the mime headers are looking strange (beside the fact that the destination exchange server changed them). The mail is defined as -- Content-Type: multipart/related; boundary="----------=_1384847952-14819-1" -- Which is wrong to my eyes. "multipart/related" means that the sub MIME parts are actually related to each other, which is not true for any attachment in OTRS I can think of. Of course if I send several attachments, these could be related to each other, but a) OTRS could not know about it, and b) At least two parts (the plain and html body) don't belong to this maybe-"related" attachments Furthermore the "Content-Disposition" header for the attachment is set to "inline" - shouldn't that be "attachment"? Which attachment do you think of to show up inline? I'm not sure if one of these (or both) is the reason why the attachment doesn't show up at our customers (yes, there are several with this problem); I also don't know which client they use (our outlook shows the attachment). But either way I would like to have an explanation why these headers are choosen. EDIT: Just took a look into the source. Maybe this community or even the developer of OTRS are not the correct contact for this problem, as for MIME the perl module "MIME" is used. Anyway: someone here with an idea?! Regards Jan Dreyer PS: Oh my, no idea why I sent this mail to otrs-bounces first (yesterday). At least it goes to the correct recipients now. Sorry to the list-moderator for that.

1 0

How to show source code in OTRS
by Ronny Bär 19 Nov '13

19 Nov '13

Hello OTRS comunity, I would like to use a kind of "Code Editor" in OTRS (specially in the FAQ-Module), so I can show source code with line numbering for different languages. I know there are different plugins for the CKEditor out there (PBCKCode for example). Is it possible to integrate such plugins in the CKEditor in OTRS? And when it's possible, how do I get this to work? I tried this: I downloaded the plugin and copied it in the plugin folder of the CKEditor. Then i adjusted the config.js file of the CKEditor. But the plugin isn't showned in OTRS. What did I wrong? I hope somebody can help me with my problem! Regards Ronny ------------------------------------------------------------------------------ OTRS ITSM: 3.2.9 Ubuntu 12.04.1 LTS Apache2/MySQL

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Customer Info in Queue View
by Nick Lapp 15 Nov '13

15 Nov '13

Is it possible to add additional customer information to the queue view in OTRS 3.3? For example, I have a customer field with the customer's phone number which shows up on ticket zoom but I would like to add the customer phone numbers as a column to the queue view. Thank you in advance for any assistance! I've done some web searches but haven't come up with anything so far. Nick

3 2

How to configure OTRS to pickup status of services from OpenNMS
by Hrisheekesh Datye 15 Nov '13

15 Nov '13

Hello guys, We have an OpenNMS System Installed on the machine where we have OTRS 3.3 installed with all ITSM packages. So is there a way to configure the OTRS to pick up the services status from OpenNMS? If yes, how can I configure it? Thanks in advance. Thanks & Regards, Hrisheekesh Datye | Associate Manager - IMS Description: Description: Description: Description: Description: Description: Description: Description: Inline image 2 Ext: 3289 | DID: +91 20 6726 9928 | Cell: +91 98 5099 0992 <http://www.searce.com/> Searce | We identify better ways of doing things. _____ Disclaimer: This message as well as any attachment(s) are confidential and intended only for the named recipient(s). Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of duly authorized officers of Searce is strictly prohibited. Searce accepts no liability for the content of this Email and its attachment(s) if any (hereinafter collectively referred to as 'Email' for purposes of brevity), or for the consequences of any actions taken on the basis of the information provided, unless that information is subsequently confirmed in writing by a duly authorized officer of Searce. No employee or agent of Searce is authorized to conclude any binding agreement on behalf of Searce with another party by Email without express written confirmation by duly authorized officers of Searce. Any views or opinions presented in this Email are solely those of the author and do not necessarily represent those of Searce. If you have received this Email by error, please immediately notify the sender by replying to this Email and deleting the message including any attachment(s) from your system, and you are hereby notified that disclosing, copying, distributing, retaining a copy of the Email or taking any action in reliance on the contents of this information is strictly prohibited. Email transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of Email transmission. Although the company has taken reasonable precautions to ensure no viruses are present in this Email, the company cannot accept responsibility for any loss or damage arising from the use of this Email or its contents. _____

1 0

OTRS 3.3.1 Ticket Overview
by Nick Lapp 14 Nov '13

14 Nov '13

I just upgraded to OTRS 3.3.1 and the new Ticket Queue Overview module on the dashboard is showing "No data found." I've also added a new statistics module to the dashboard and it just displays a message about the data being prepared but it never appears. Any suggestions? Thanks! Nick

2 2

Regex in process tickets
by Ohliger, Christoph 13 Nov '13

13 Nov '13

Hi, has anyone tested the regex function in transition. When using "qr{\bcat\b}xms" as the match condition I would assume that it matches when the dynamic field has the value cat ... regards Christoph

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Stay in touch with me through LinkedIn
by Thiago Marangoni Zerbinato 07 Nov '13

07 Nov '13

LinkedIn ------------ I'd like to add you to my professional network on LinkedIn. - Thiago Thiago Marangoni Zerbinato Oracle DBA at AZCorp Tecnologia Informática Ltda. Ribeirão Preto Area, Brazil Confirm that you know Thiago Marangoni Zerbinato: https://www.linkedin.com/e/-djuqdm-hnqdrpb1-1i/isd/17886389233/TlAglMXf/?hs… -- You are receiving Invitation to Connect emails. Click to unsubscribe: http://www.linkedin.com/e/-djuqdm-hnqdrpb1-1i/vyS7IfiKmY7knRPdstL_3BW/goo/o… (c) 2012 LinkedIn Corporation. 2029 Stierlin Ct, Mountain View, CA 94043, USA.

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Regular "Permission denied" in cronjobs since update to 3.2
by Frank Thommen 04 Nov '13

04 Nov '13

Hi, since updating OTRS 3.1 to 3.2 (RPM installation on CentOS 5) I regularly get permission error messages from the various cronjobs (otrs.PostMasterMailbox.pl, otrs.DeleteCache.pl, otrs.LoaderCache.pl). Examples: * Message: Can't remove file /opt/otrs/var/tmp/CacheFileStorable/CacheInternalLoader/a/5/a5a7a46de71ce8a7f3f0961aecf5c8ba: Permission denied * Message: Can't write '/opt/otrs/var/tmp/CacheFileStorable/CacheInternalTicket/8/f/8fd2c543e3d23358aec0983fbda050cf': Permission denied * mkdir /opt/otrs/var/tmp/CacheFileStorable/DynamicFieldValue/b/8: Permission denied at /opt/otrs/Kernel/System/Cache/FileStorable.pm line 81 The directory in question is of course not always the same. Sometimes the script finally succeeds or - in the case of otrs.PostMasterMailbox.pl - I fetch the mail manually from the administration panel. The failing otrs.PostMasterMailbox.pl creates lots of nasty problems like multiple identical tickets or multiple empty tickets etc. In fact the permissions of some directories seem to be wrong. Example: # ls -al /opt/otrs/var/tmp/CacheFileStorable/DynamicFieldValue total 64 drwxrwsr-x 16 otrs apache 4096 Sep 17 19:13 . drwxrwsr-x 26 otrs apache 4096 Sep 16 10:48 .. drwxrwsr-x 4 otrs apache 4096 Sep 16 12:30 0 drwxrwsr-x 6 otrs apache 4096 Sep 17 14:40 1 drwxr-sr-x 3 apache apache 4096 Sep 10 19:47 2 drwxrwsr-x 4 otrs apache 4096 Sep 16 15:10 3 drwxr-sr-x 3 apache apache 4096 Sep 17 19:13 4 drwxr-sr-x 4 apache apache 4096 Sep 17 19:13 5 drwxrwsr-x 4 otrs apache 4096 Sep 17 19:13 6 drwxr-sr-x 3 apache apache 4096 Sep 9 18:53 8 drwxrwsr-x 5 otrs apache 4096 Sep 17 14:50 9 drwxrwsr-x 6 otrs apache 4096 Sep 17 19:13 a drwxr-sr-x 4 apache apache 4096 Sep 17 19:13 b drwxrwsr-x 4 otrs apache 4096 Sep 17 19:13 c drwxrwsr-x 5 otrs apache 4096 Sep 17 14:50 d drwxrwsr-x 5 otrs apache 4096 Sep 17 19:13 e # ls -al /opt/otrs/var/tmp/CacheFileStorable/DynamicFieldValue/b total 16 drwxr-sr-x 4 apache apache 4096 Sep 17 19:13 . drwxrwsr-x 16 otrs apache 4096 Sep 17 19:13 .. drwxr-sr-x 2 apache apache 4096 Sep 10 19:03 0 drwxr-sr-x 2 apache apache 4096 Sep 17 19:13 8 # The involved accounts are 'otrs' and 'apache': # id -a otrs uid=500(otrs) gid=48(apache) groups=48(apache) # id -a apache uid=48(apache) gid=48(apache) groups=48(apache), [...and many others...] # Running `/opt/otrs/bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=apache --otrs-group=apache --web-group=apache /opt/otrs` only solved the problem temporarily (on existing directories). The problem seems to be, that directories created by 'apache' (via the web frontend) are missing write permission for the group, while directories created by 'otrs' (through cronjobs) have correct permissions. Any idea how to solve this problem? It's extremely annoying and I didn't have this with OTRS 3.1. Also I wonder, why this problem only appeared after the (rpm) update from 3.1 to 3.2. System: CentOS 5, OTRS installed with rpm install, SELinux is disabled. frank

2 2

timeaccounting module and csv export
by Dirk Völlger 27 Oct '13

27 Oct '13

Hello, I have a question concerning the timeaccounting module. I would like to export in csv the reporting as created by the module. Using the statistics is not really satisfying. Of course i could write a script and read out the data directly from the database. But before doing so, I wanted to know if it's generally possible to export the timeaccounting report somehow in csv. Do you have any idea? I am using OTRS 3.2 and timeaccounting module V2.2.1 Thank you! dirk

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Re: [otrs] Free additional modules for OTRS 3.3
by Anna Brakoniecka 25 Oct '13

25 Oct '13

Hello, we've published new modules for OTRS 3.3. They make it easier to import/export some OTRS data and the already well received module ITSM-CIAttributeCollection that provides additional CI-attributes. Additionally, you can install ConfigureCallHome. It disables the unrequested automatic communication of installed packages and other system details to OTRS AG (can be enabled by configuration) and it sends notification to an email-address you fill. You can find them all online at: http://www.cape-it.de/free-otrs-community-additional-modules.html <http://www.cape-it.de/free-otrs-community-additional-modules.html> and at OPAR: http://opar.perl-services.de Here is the list of relevant modules: - ITSM-CIAttributeCollection :: 2.3.0 (OTRS 3.3.x) - ConfigureCallHome::1.2.0 (OTRS 3.3.x) - ServiceImportExport::1.3.0 (OTRS 3.3.x) - CustomerUserImportExport::1.9.2 --> BugFix - CustomerUserImportExport::1.10 (OTRS 3.3.x) - CustomerCompanyImportExport::1.4.0 (OTRS 3.3.x) Enjoy! If you have any feedback, thanks a lot in advance for sending it to us :) greetings, anna ** Wir treffen uns! Open Source Day 20.11.2013 ** ** IHK Nürnberg, www.osb-alliance.de/osd2013 <http://www.osb-alliance.de/osd2013> ** Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -----Ursprüngliche Nachricht----- Von:otrs-request@otrs.org Gesendet:Do 24.10.2013 13:58 Betreff:otrs Digest, Vol 61, Issue 17 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. Exporting from OTRS (Jean BROW) ---------------------------------------------------------------------- Message: 1 Date: Wed, 23 Oct 2013 21:21:59 +0200 From: Jean BROW <everydaywow(a)gmail.com> Subject: [otrs] Exporting from OTRS To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CAPrubvo_Yp2MLdVZDD8AQGVWFVRC5iE9AHY9GVydcZnHxouYZQ(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" When exporting emails for a specific ticket using the OTRS PDF export, there is always a lot of repeated information i.e. each of the emails contains > >> >>> >>>> >>>> all of the back and forth from customer to agent and back again Is there a way to parse or filter out this reply information from the PDF export? -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20131023/95d7c74f/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 61, Issue 17 ************************************

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Make shorter ticket numbers
by Jean BROW 24 Oct '13

24 Oct '13

Hi, How can we the short down the numbers in the ticket number?

2 1

Exporting from OTRS
by Jean BROW 23 Oct '13

23 Oct '13

When exporting emails for a specific ticket using the OTRS PDF export, there is always a lot of repeated information i.e. each of the emails contains > >> >>> >>>> >>>> all of the back and forth from customer to agent and back again Is there a way to parse or filter out this reply information from the PDF export?

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Generate New Ticket(s) from Process-Ticket
by Mnich, Jürgen 22 Oct '13

22 Oct '13

Hi! I already know, that there are certain transition actions that can be used when you define a ticket process. Is there - additionally - a way to generate new ticket(s) from within the workflow of a process ticket? So long, Juergen.

2 2

Pre-populate email addresses
by Paul Simons 21 Oct '13

21 Oct '13

Hello Is there any way of pre-populating the To: and CC: fields in a response email? Thanks in advance Paul ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

2 2

udpate to SLA or State changes priority automatically
by KalyanaChakravarthy MP 21 Oct '13

21 Oct '13

Hi ALL I have following issue: a new note is added - if now an update is made to either the ticket Type or a new state one can see a short refresh (a small animation next to these fields) and the ticket priority changes for the first available one in the list. -Ticket priority very high change as low . if try to update priority it take as low only . Any ideas how to prevent this? Thank you & Regards, Kalyana chakravarthy M .P,

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Error apache Log
by Carlos Andrés Gallego Arboleda 18 Oct '13

18 Oct '13

Hi everyone, I have a problem whit OTRS 3.2.10 and otrs 3.2.11 The system hang the memory of the server, and the log of apache show this errors. [Fri Oct 18 11:07:39 2013] -e: Deep recursion on subroutine "Kernel::System::Ticket::Event::NotificationEvent::Run" at /opt/otrs//Kernel/System/EventHandler.pm line 253. [Fri Oct 18 11:07:39 2013] -e: Deep recursion on subroutine "Kernel::System::EventHandler::EventHandler" at /opt/otrs//Kernel/System/Ticket/Article.pm line 341. [Fri Oct 18 11:07:39 2013] -e: Deep recursion on subroutine "Kernel::System::Ticket::Event::NotificationEvent::Run" at /opt/otrs//Kernel/System/EventHandler.pm line 253. [Fri Oct 18 11:07:39 2013] -e: Deep recursion on subroutine "Kernel::System::Ticket::Event::NotificationEvent::_SendNotificationToRecipients" at /opt/otrs//Kernel/System/Ticket/Event/NotificationEvent.pm line 238. [Fri Oct 18 11:07:39 2013] -e: Deep recursion on subroutine "Kernel::System::Ticket::Event::NotificationEvent::_SendNotification" at /opt/otrs//Kernel/System/Ticket/Event/NotificationEvent.pm line 515. [Fri Oct 18 11:07:39 2013] -e: Deep recursion on subroutine "Kernel::System::Ticket::Article::ArticleSend" at /opt/otrs//Kernel/System/Ticket/Event/NotificationEvent.pm line 855. [Fri Oct 18 11:07:39 2013] -e: Deep recursion on subroutine "Kernel::System::Ticket::Article::ArticleCreate" at /opt/otrs//Kernel/System/Ticket/Article.pm line 2057. Any Idea?

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Re: [otrs] OTRS 2.4.7 - Best practice to convert table charset collation before upgrades?
by "LQ Marshall" 16 Oct '13

16 Oct '13

Easiest solution is to run a backup then run an alter database and then an alter on each table changing the character set. The table changes may be done easily with a script. LQ Marshall ----- Original Message ----- From: "Lambrecht, Charles (Charles)" <cgl(a)utk.edu> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: 10/16/2013 18:05 Subject: Re: [otrs] OTRS 2.4.7 - Best practice to convert table charset collation before upgrades? Ok, that is helpful. I see I can convert the charset and collation on the database and tables. Do I have to do anything to the data? Part time DB Admin, Charles -------------------------------------------------------------- Charles Lambrecht Computer Operations Manager University of Tennessee College of Veterinary Medicine Email: cgl(a)utk.edu<mailto:cgl@utk.edu> -------------------------------------------------------------- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerald Young Sent: Wednesday, October 16, 2013 5:51 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS 2.4.7 - Best practice to convert table charset collation before upgrades? There are (more than) two ways to go about this. 1) use phpmyadmin to change coalation per table (tedious) 2) mysqldump, global search/replace the result, (first make another, verified backup!) and then drop the database create the database and load from modified backup. Which to do? Oh, that's the question. and neither are *fast*... one requires a lot of hunt, click click click change, and the other is ... well, as long as you have *all* the tables, probably a bit faster, though it does mean that you'll be doing a search/replace through a potentially fairly large text file (NotePad++ or vim would be recommended). or https://www.google.com/search?q=mass+change+collation+mysql On Wed, Oct 16, 2013 at 5:40 PM, Lambrecht, Charles (Charles) <cgl(a)utk.edu<mailto:cgl@utk.edu>> wrote: Hello, As I wade through having moved OTRS to a new server, I've run the Support Assessment on my OTRS 2.4.7 system. I get the error: Check if the client uses utf8 for the connection. Your client connection is utf8. OK Check if the database uses utf8 as charset. Your database character setting is utf8. OK Check database utf8 support. Your database version supports utf8. OK Check the utf8 table charset collation. Your charset collation is set to Invalid charset collation for: article[latin1_swedish_ci], article_attachment[latin1_swedish_ci], article_flag[latin1_swedish_ci], article_plain[latin1_swedish_ci], article_search[latin1_swedish_ci], article_sender and on for every table. What is the best practice to convert the table charset collation and the data before moving forward with upgrades? Regards, Charles ----------------------------------- Charles Lambrecht Computer Operations Manager University of Tennessee College of Veterinary Medicine Email: cgl(a)utk.edu<mailto:cgl@utk.edu> -------------------------------------------------------------- From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org<mailto:otrs-bounces@otrs.org>] On Behalf Of LQ Marshall Sent: Wednesday, October 16, 2013 9:50 AM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] restore.pl<http://restore.pl>. doesn't restore all data From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of Lambrecht, Charles (Charles) Sent: Wednesday, October 16, 2013 8:18 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] restore.pl<http://restore.pl>. doesn't restore all data Yes, that was an excellent suggestion. My 1.5 GB file only has 4 tables... :( Well, it's off to see how to restore via the physical files (luckily, I have them!) ________________________________ An unverified back-up process is a potential heart ache. I run through all of my back-ups at least once a year to assure they function as expected. --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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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OTRS 2.4.7 - Best practice to convert table charset collation before upgrades?
by Lambrecht, Charles (Charles) 16 Oct '13

16 Oct '13

Hello, As I wade through having moved OTRS to a new server, I've run the Support Assessment on my OTRS 2.4.7 system. I get the error: Check if the client uses utf8 for the connection. Your client connection is utf8. OK Check if the database uses utf8 as charset. Your database character setting is utf8. OK Check database utf8 support. Your database version supports utf8. OK Check the utf8 table charset collation. Your charset collation is set to Invalid charset collation for: article[latin1_swedish_ci], article_attachment[latin1_swedish_ci], article_flag[latin1_swedish_ci], article_plain[latin1_swedish_ci], article_search[latin1_swedish_ci], article_sender and on for every table. What is the best practice to convert the table charset collation and the data before moving forward with upgrades? Regards, Charles ----------------------------------- Charles Lambrecht Computer Operations Manager University of Tennessee College of Veterinary Medicine Email: cgl(a)utk.edu<mailto:cgl@utk.edu> -------------------------------------------------------------- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of LQ Marshall Sent: Wednesday, October 16, 2013 9:50 AM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] restore.pl. doesn't restore all data From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of Lambrecht, Charles (Charles) Sent: Wednesday, October 16, 2013 8:18 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] restore.pl. doesn't restore all data Yes, that was an excellent suggestion. My 1.5 GB file only has 4 tables... :( Well, it's off to see how to restore via the physical files (luckily, I have them!) ________________________________ An unverified back-up process is a potential heart ache. I run through all of my back-ups at least once a year to assure they function as expected.

2 2

restore.pl. doesn't restore all data
by Lambrecht, Charles (Charles) 16 Oct '13

16 Oct '13

Hello, Last Friday, I took an OTRS backup throgh backup.pl. Over the weekend, the sys drive on the ticket server died. It was decided to move OTRS to a new server and not fix the current one. I installed OTRS 2.4.7 on a Red Hat 5 server and got everything working - all the way through running installer.pl and could log in via root@localhost. Now, (I drop otrs database and create otrs database first) I run restore.pl and can get through the entire restore process without errors. However, only the first four tables are present: mysql> show tables; +--------------------+ | Tables_in_otrs | +--------------------+ | article | | article_attachment | | article_flag | | article_plain | +--------------------+ 4 rows in set (0.03 sec) I have combed the mysql settings with the data drive on the old server and can't find any difference. I know these tables were a character set of latin1 so here are the settings before I do the restore: mysql> show variables like "character_set_database"; +------------------------+--------+ | Variable_name | Value | +------------------------+--------+ | character_set_database | latin1 | +------------------------+--------+ 1 row in set (0.00 sec) mysql> show variables like "collation_database"; +--------------------+-------------------+ | Variable_name | Value | +--------------------+-------------------+ | collation_database | latin1_swedish_ci | +--------------------+-------------------+ 1 row in set (0.00 sec) I've extractd the sql file and done [root@ 2013-10-11_15-46]# mysql -u otrs -p otrs < DatabaseBackup.sql It completed without any errors, but only the first four tables are present. What should I do next to debug ? Thanks, Charles -------------------------------------------------------------- Charles Lambrecht Computer Operations Manager University of Tennessee College of Veterinary Medicine Email: cgl(a)utk.edu<mailto:cgl@utk.edu> --------------------------------------------------------------

3 3

Email customer when the customer is created
by Cary Dubinsky 15 Oct '13

15 Oct '13

Hello all, We have set our OTRS so that customers cannot create their own accounts. Before, when we would create a user, it would email them telling them a customer was created with their information, but now no emails are received. All other email notifications are working fine. Any advice? Thanks, Cary Dubinsky Information Technology Tech 2 UW Institute for Learning & Brain Sciences Portage Bay Bldg. Room 280 Campus Box 357988 Seattle, WA 98195-7988 Phone: 206-221-3674 Cell: 425-417-8548 ws: http://ilabs.uw.edu

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Aversion to errors - hostname: Unknown host.
by Paul Simons 09 Oct '13

09 Oct '13

All, I have a problem with error messages - I used to write code so I know they are there for a reason :-) SO even though it all seems to work fine the error message output on installation... Check OTRS user ... otrs added Hostname: Unknown host ...bugs me. Does anyone know why ? Cheers Paul ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

1 0

Customer interface permissions error
by Martin Vaner 09 Oct '13

09 Oct '13

Hello everyone! I am new to OTRS. It is great software but i have one problem. The system allowed me to login, but after do this, i see this error message: Error Message: No Permission to use this frontend module!Backend ERROR: OTRS-CGI-70 Perl: 5.14.2 OS: linux Time: Tue Oct 8 21:11:48 2013 Message: No Permission to use this frontend module! RemoteAddress: 192.168.122.1 RequestURI: /otrs/ customer.pl?;;;;;;&OTRSCustomerInterface=ULWsZlxLIknbbxLdrI5sWwh5g8Ru5WdjTraceback (3710): Module: Kernel::System::Web::InterfaceCustomer::Run (OTRS 3.3.0.beta3) Line: 904 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 41 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 If i understood correctly, there is problem with permissions, but Does anyone have this problem in the past? I tried to use google, but everything what i found won't work. I am using OTRS 3.3. Thank you for your ideas. Martin -- *Martin Vaner* *Tel.: 733 602 383* *ICQ: 471500612* *Jabber: Nethe(a)blesmrt.net* **

2 2

Virus scanner for OTRS
by Jean BROW 04 Oct '13

04 Oct '13

Hi, We get a lot of attachment in OTRS and need an virus scanner. Anyone have anything to recommend?

3 2

Use of templates in OTRS
by Jean BROW 03 Oct '13

03 Oct '13

Hi, We use a lot of different templates in OTRS. Is it possible that the agent who work on a ticket could see info about what templates that have been sent out so far on the ticket he working on? Thanks.

1 0

How to: Use an event module to compute and store a value in a dynamic field to show it in customer UI
by Bogdan Iosif 02 Oct '13

02 Oct '13

Hi list, This email doesn't ask a question. Instead, I'll describe the solution to a problem, just in case anyone else finds it useful. =Problem= How do you use an event module to compute and store a value in a dynamic field, with the purpose of showing it in customer UI, in the grid where the list of tickets is shown? A real world example would be: How do you show a new column holding the moment when the latest article visible to the customer was added to the ticket? =Solution= The aforementioned grid is shown in a location identified in OTRS lingo as the CustomerTicketOverview view. This grid supports some customization via SysConfig: you can show two additional columns, Owner and Queue, and you can also show an arbitrary number of ticket dynamic fields. Thus we'll need to make use of a ticket dynamic field for our new column, since we want to avoid changing OTRS's original source files to keep future upgrades as smooth as possible. Now all we need is a way to compute the data for the new column, which I'll start referring to as "Last Updated". The solution is to write an Event Module, which is an extensibility mechanism provided by OTRS, so it's likely that it will function even across future OTRS versions even though it was tested on OTRS 3.2.3. The event module is a Perl source file, that we'll need to write, containing a class that is executed by OTRS whenever events that we'll specify are triggered. OTRS will provide our code with information related to the event context and so we'll have everything required to compute data for "Last Updated". Our event module will look at each article as it's added and determine if it'll be visible to the customer. If so, it will update the corresponding ticket's dynamic field for "Last Updated" to match the creation date of this article. ==Steps Towards Solution== 1. Create, via admin UI, a ticket dynamic field of type DateTime. I'll assume its name is DtTmLastChangeForCustUI but you can use anything else. 2. Configure, via SysConfig, the CustomerTicketOverview view to show DtTmLastChangeForCustUI, by adding its name to Ticket::Frontend::CustomerTicketOverview###DynamicField. 3. Create an event module to compute the values for DtTmLastChangeForCustUI. Because I have no idea how to add attachments that will also be available in the mailing list archives, I'll provide the code for this event module embedded in this email. You'll need to copy and paste the code in a source file named OtrsInstallDir\Custom\Kernel\System\Ticket\Event\LastChangeForCustomerUI.pm. The path for this source file is important. The provided code contains at least one small bug: it uses the date when the article was last changed instead of the date when it was created. Due to the code being designed to work only on ArticleCreate, there are no bad effects from this bug. 4. Hook up the event module to OTRS. You'll need to copy and paste the code for LastChangeForCustomerUI.xml from this email to OtrsInstallDir\Config\Files\LastChangeForCustomerUI.xml. Again, the path for this file is important. 5. At this point you'll want to logoff from OTRS using an admin account and logon again. Then navigate to SysConfig and there you should find a new group in the dropdown on the left, named LastChangeForCustomerUI. 6. Set the content of the TargetedDynamicFieldName key to DtTmLastChangeForCustUI for the new setting Ticket::EventModulePost###LastChangeForCustomerUI. 7. At this point you should be all set for the functionality to work but keep in mind that the field will be empty for already existent tickets so it will start having meaningful values as tickets are created or articles are added to older tickets. My company (www.totalsoft.ro) was behind the development of this small customization and they've decided it's OK to publish it to the public domain. So there are no licensing issues tied to this code. Enjoy, Bogdan Iosif Code for LastChangeForCustomerUI.xml: <?xml version="1.0" encoding="utf-8" ?> <otrs_config version="1.0" init="Changes"> <ConfigItem Name="Ticket::EventModulePost###LastChangeForCustomerUI" Required="0" Valid="1"> <Description Lang="en">Stores in TargetedDynamicFieldName the moment of the last ticket change, as it should be reported in the customer interface. The moment is captured when an article visible in the customer interface is created. This is why Event must be ArticleCreate. TargetedDynamicFieldName must be the name of an existent ticket dynamic field of "Date / Time" type.</Description> <Group>LastChangeForCustomerUI</Group> <SubGroup>LastChangeForCustomerUI</SubGroup> <Setting> <Hash> <Item Key="Module">Kernel::System::Ticket::Event::LastChangeForCustomerUI</Item> <Item Key="Event">(ArticleCreate)</Item> <Item Key="TargetedDynamicFieldName"></Item> </Hash> </Setting> </ConfigItem> </otrs_config> Code for LastChangeForCustomerUI.pm: # -- # Kernel/System/Ticket/Event/LastChangeForCustomerUI.pm # - Sets a configurable dynamic field to the changed date of the latest article visible to the customer # -- package Kernel::System::Ticket::Event::LastChangeForCustomerUI; use strict; use warnings; use Kernel::System::DynamicField; use Kernel::System::DynamicField::Backend; use Kernel::System::VariableCheck qw(:all); sub new { my ( $Type, %Param ) = @_; # allocate new hash for object my $Self = {}; bless( $Self, $Type ); # get needed objects for (qw(ConfigObject TicketObject LogObject TimeObject UserObject CustomerUserObject SendmailObject)) { $Self->{$_} = $Param{$_} || die "Got no $_!"; } # create additional objects $Self->{DynamicFieldObject} = Kernel::System::DynamicField->new( EncodeObject => $Param{TicketObject}->{EncodeObject}, MainObject => $Param{TicketObject}->{MainObject}, DBObject => $Param{TicketObject}->{DBObject}, %Param, ); $Self->{BackendObject} = Kernel::System::DynamicField::Backend->new( EncodeObject => $Param{TicketObject}->{EncodeObject}, MainObject => $Param{TicketObject}->{MainObject}, DBObject => $Param{TicketObject}->{DBObject}, TimeObject => $Param{TicketObject}->{TimeObject}, %Param, ); return $Self; } sub Run { my ( $Self, %Param ) = @_; =Enable only during debug $Self->{LogObject}->Log( Priority => 'debug', Message => 'Run() Dumping %Param:' ); $Self->{LogObject}->Dumper( Data => %Param ); =cut # check needed stuff for (qw(Data Event Config UserID)) { if ( !$Param{$_} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" ); return; } } if ( $Param{Event} ne 'ArticleCreate' ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Invalid event module configuration. Invoked on '$Param{Event}' while designed only for 'ArticleCreate'." ); return; } if ( !$Param{Config}->{TargetedDynamicFieldName} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Invalid event module configuration. Unspecified 'TargetedDynamicFieldName'." ); return; } for (qw(TicketID ArticleID)) { if ( !$Param{Data}->{$_} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_ in Data!" ); return; } } # get dynamic field config my $DynamicFieldConfig = $Self->{DynamicFieldObject}->DynamicFieldGet( Name => $Param{Config}->{TargetedDynamicFieldName} ); if ( $DynamicFieldConfig->{FieldType} ne 'DateTime' ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Invalid event module configuration. '$Param{Config}->{TargetedDynamicFieldName}' dynamic field type is not 'DateTime'." ); return; } my @CustomerArticleTypes = $Self->{TicketObject}->ArticleTypeList( Type => 'Customer' ); my %Article = $Self->{TicketObject}->ArticleGet( ArticleID => $Param{Data}->{ArticleID}, ArticleType => \@CustomerArticleTypes, ); if(!%Article) { =Enable only during debug $Self->{LogObject}->Log( Priority => 'debug', Message => "Skipping LastChangeForCustomerUI update because article id $Param{Data}->{ArticleID} was not found amongst 'Customer' articles for ticket id $Param{Data}->{TicketID}." ); =cut return; } # set the value my $Success = $Self->{BackendObject}->ValueSet( DynamicFieldConfig => $DynamicFieldConfig, ObjectID => $Param{Data}->{TicketID}, Value => $Article{Changed}, UserID => $Param{UserID}, ); if ( !$Success ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Can not set value to current time for dynamic field $DynamicFieldConfig->{Name}!" ); } return 1; } 1;

1 0

Adding more fields to the table users / user_preferences with an LDAP integration
by Olivier Macchioni 01 Oct '13

01 Oct '13

Hello dear list, I'm using an LDAP integration for the AuthSyncModule For reporting reasons, I'd like to add one more information in OTRS - the Agent's "departmentNumber", which is of course stored in LDAP. I tried adding it to AuthSyncModule::LDAP::UserSyncMap: $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', UserGroup => 'departmentNumber', }; But this field is not synchronized (I somehow expected it to show up in user_preferences). What's the recommended way to do this? Thanks, Olivier

3 7

Agents logged in to OTRS Dashboard
by Kaushal Shriyan 28 Sep '13

28 Sep '13

Hi, Is there a way to check if otrs ticketing dashboard is being used by Agents at a specific moment of time period for example around 11:00 pm in the night? I am using select count(*) from ticket in mysql database to see for any new tickets or web server access logs /var/log/httpd/access_log Please suggest any better method to check if OTRS ticketing system or dashboard is being is used. Regards, Kaushal

2 4

upgrade from 3.1 to 3.2: ITSM 3.1.4 packagenot correclty deployed
by Olivier Sallou 27 Sep '13

27 Sep '13

Hi, I have upgraded my installation from 3.1 to 3.2 and upgraded my ITSM packages to via a remote repository. I still have an error on : "ITSM 3.1.4 - Package not correctly deployed! Please reinstall the package." I have ITSMChangeManagement, Incident..... all upgraded but I still have a component named ITSM in version 3.1.4 with no equivalent in 3.2. If I try to uninstall it, it is said it will delete all created tables (ChangeManagement etc...), and I do not want this.... How can I remove this error message or drop the ITSM package form my local repository? Thanks Olivier -- gpg key id: 4096R/326D8438 (keyring.debian.org) Key fingerprint = 5FB4 6F83 D3B9 5204 6335 D26D 78DC 68DB 326D 8438

2 1

Display "Accounted time" of ticket in customer's view, too
by Claudio Kuenzler 27 Sep '13

27 Sep '13

Hello OTRS folks, Is it possible to show the "Accounted time" of a ticket in the customer's view of the ticket? The agent can see it in the Ticket Information on the right side: "Accounted time: 30" While the customer, for the same ticket, only can see the following information: - State - Priority - Queue It would be great, if the accounted time of the ticket can be added into the customer's view of the ticket information. Thanks, Claudio

5 9

SystemMonitoring - Per queue-ish...?!
by Sune T. Tougaard 27 Sep '13

27 Sep '13

Hi list, I have a situation where I'd like to have the SystemMonitoring module handle almost identical tickets in multiple queues. With my current config, it doesn' work so well. Here's what happens: A host or service goes down somewhere, and our monitoring software sends two (almost) identical alerts/e-mails. One to "IT-Helpdesk" because something is wrong with a hosted solution, and one to "Product-A-Helpdesk" because something is wrong with a product "A". When the e-mail arrives in the IT queue, a new ticket is created and subsequent alerts is tied to the existing ticket. However, the second e-mail that goes to the product queue is *also* tied to the IT ticket (or the other way around, depending on which e-mail arrives first). That's undesirable in this situation. One might argue that IT should be given access to the product queue, but that doesn't make sense as only a few of the tickets there relate to IT. The same argument is valid the other way around. A separate monitoring queue where both have access might be a way, but also seems a bit overkill. As far as I have understood, SystemMonitoring tries to put together alerts for the same host by matching on "host" and "service", and then sets the state from "state". I could have the monitoring software name the "host" something different for the product queue, but I'd also like to keep the host the DNS name of the device. Perhaps just changing "service" is where I'll end up, but do any of you see another way forward? Could I have SystemMonitoring match on yet another field besides host and service? (and how would I go around doing this) Calling the service "<service>_Product-A", I guess would fix it (if my assumption above is correct). Thanks for any insight, and have a great weekend all. :-) -- /S

1 0

Re: [otrs] otrs Digest, Vol 60, Issue 20
by Manuel Fernández 26 Sep '13

26 Sep '13

Dear. One question, as I can desvilcular or remove the links between configuration items in the CMDB? Thanks for your help Manuel Fernández > From: otrs-request(a)otrs.org > Subject: otrs Digest, Vol 60, Issue 20 > To: otrs(a)otrs.org > Date: Thu, 26 Sep 2013 14:32:09 +0000 > > 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. Re: Error when replying to a ticket email (Alvaro Cordero) > 2. Re: Error when replying to a ticket email (Finetti, Stefano) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 26 Sep 2013 08:09:14 -0600 > From: Alvaro Cordero <alvaro(a)gridshield.net> > Subject: Re: [otrs] Error when replying to a ticket email > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAKzf-ZMoJ39TnwYJ7Gp-J2A3Kvx3XWOVhThJBB+RJa20BbHzHw(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Hello Stefano, > > Depending on the version you are coming from, it migth be needed for you to > reload the java script functions, so all the js gets correctly updated. > > I happened to me during a migration from 2.4 up to 3.2 some in the middle > it started to show errors when loading different pages. > > You have to look into FrontEnd::Agent::ModuleRegistration and try to set > all aspects to default and then set them back as you have them, it will > make the js to be availble. > > Thats a shot, but it migth do it, also check some of the recomendations > from the upgrade file, it has some tricky things you migth have passed out. > > Regards > > > 2013/9/20 Finetti, Stefano <sfinetti(a)lynx-international.com> > > > Hello, > > > > After update to 3.2.10, I've noticed that if I try to reply to a customer > > ticket using the "reply" function into the ticket screen, I get this error: > > > > > > Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Fri Sep 20 > > 10:49:14 2013 Message: Need ArticleType or ArticleTypeID! RemoteAddress: > > XXX.XXX.XXX.XXX RequestURI: /otrs/index.pl Traceback (22620): Module: > > Kernel::System::Ticket::Article::ArticleSend (OTRS 3.2.10) Line: 2022 > > Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.2.10) Line: 765 > > Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.10) Line: 863 > > Module: /var/www/support.xxxxxxxxxxxxx.com/web/otrs/bin/cgi-bin/index.pl(unknown version) Line: 41 > > > > > > (I've masked some irrelevant but rather private information) > > > > Any hint? > > It seems like the ArticleType is not set, but in the database, the table > > is just as it has to be: > > > > email-externalemail-internal email-notification-extemail-notification-int > > fax note-externalnote-internal note-reportphonesms webrequest > > > > > > > > -- > > *Lynx International Srl* > > *Stefano Finetti* > > *Customer Service Manager* > > *http://www.lynx-international.com* > > > > *Axed Group* > > Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina > > Skype: *ssfinetti* > > Mobile: +39 348.38.58.165 > > * > > * > > > > This e-mail and any files transmitted contain documentation which is > > highly confidential and intended solely for the use of the individual or > > entity to whom they are addressed. All written data and other information > > in the documentation is and shall remain the property of the disclosing > > party. If you are not the intended recipient you are hereby formally > > notified that any disclosure, dissemination, forwarding, storing, copying > > or use of any of the information is strictly prohibited and will be legally > > pursued. If you received this in error, please contact the sender and > > destroy the documentation including deletion of the same from any computer. > > Thank you. > > --------------------------------------------------------------------- > > 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 > > > > > > -- > ___________________________ > Alvaro Cordero Retana > Consultor de Tecnologias > Gridshield Monitoreo de Redes e > Infraestructura. > 2258-5757 ext 123 > alvaro(a)gridshield.net > www.gridshield.net >

1 0

Error when replying to a ticket email
by Finetti, Stefano 26 Sep '13

26 Sep '13

Hello, After update to 3.2.10, I've noticed that if I try to reply to a customer ticket using the "reply" function into the ticket screen, I get this error: Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Fri Sep 20 10:49:14 2013 Message: Need ArticleType or ArticleTypeID! RemoteAddress: XXX.XXX.XXX.XXX RequestURI: /otrs/index.pl Traceback (22620): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.2.10) Line: 2022 Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.2.10) Line: 765 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.10) Line: 863 Module: /var/www/support.xxxxxxxxxxxxx.com/web/otrs/bin/cgi-bin/index.pl(unknown version) Line: 41 (I've masked some irrelevant but rather private information) Any hint? It seems like the ArticleType is not set, but in the database, the table is just as it has to be: email-externalemail-internalemail-notification-extemail-notification-intfax note-externalnote-internalnote-reportphonesmswebrequest -- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* *http://www.lynx-international.com* *Axed Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* Mobile: +39 348.38.58.165 * * -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

4 4

Hide Survey Button from Agent interface
by Finetti, Stefano 18 Sep '13

18 Sep '13

Hi everyone, I just started to use the Survey addon for OTRS and I'noticed something that probably will prevent me to use it for a long time: it is , apparently, completely visible to agents. Since I'm using it to measure the customer satisfaction about agents' work... they should be the last ones to see WHO said WHAT about them... Actually, a normal user with no admin privileges can do any kind of modifications he (or she) desires on the survey I created, reading stats and even details on the answer. This is inacceptable for my needs, so I'd like to know, if possible: - am I wrong and there is the possibility to "hide" the survey button via config - having the survey so public is "as intended" and I should not expect to find a different solution (apart from scripting it by myself)? Thanks in advance for any answer Stefano -- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

2 1

TicketSolutionResponseTime coming Negative
by Darshak Modi 16 Sep '13

16 Sep '13

Hi, I am creating a report for average solution time for the ticket , using TicketSolutionResponseTime. I think not proper. But still If I run, it gives me -ve values. Any suggestion, how to get average ticket solution time for agent/queue ?

3 3

Sub-sorting tickets in Dashboard view
by Stanford, Philip N. 13 Sep '13

13 Sep '13

Hi, in the sections of the Dashboard view, it's possible to change the SortBy attribute by using the Sysconfig Ticket -> Frontend::Agent::Dashboard options page for the relevant Dashboard section. For example you can specify 'SortBy=Age' or 'SortBy=Priority'. I am wondering if it's possible to choose a sub-sorting option, so for example you'd sort first by priority, then by age within a priority. This is hinted at as a possibility in the Kernel/System/TicketSearch.pm module: # OrderBy and SortBy (optional) OrderBy => 'Down', # Down|Up SortBy => 'Age', # Owner|Responsible|CustomerID|State|TicketNumber|Queue|Priority|Age|Type|Lock # Changed|Title|Service|SLA|PendingTime|EscalationTime # EscalationUpdateTime|EscalationResponseTime|EscalationSolutionTime # DynamicField_FieldNameX # OrderBy and SortBy as ARRAY for sub sorting (optional) OrderBy => ['Down', 'Up'], SortBy => ['Priority', 'Age'], I have tried putting 'SortBy=Priority,Age' in the Sysconfig screen above but then I get no tickets returned in that Dashboard section. Either I've got the syntax wrong or else maybe sub-sorting in Dashboard view isn't possible? Regards Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system.

1 0

Command-line script for adding Customer users to groups?
by Stanford, Philip N. 12 Sep '13

12 Sep '13

Hi, Does anyone have a script for adding Customer users to groups? We have a large number of customers and want to add sub-sets of these to a number of groups. I've tried modifying the script otrs.AddUser2Group.pl (which adds Agents to groups) without success - probably not surprisingly since I have only a limited acquaintance with PERL and the OTRS programming model. All I'm after is something that works in a similar manner to the supplied script below, and will add a single customer to a group, with permissions: # ./otrs.AddUser2Group.pl Usage: ./otrs.AddUser2Group.pl -g groupname -u username -p ro|rw Suggestions very welcome. Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system.

4 6

Newbie question: if a module require OTRS HD 3.1 can be used with OTRS HD 3.2
by Robson Kobayashi - TRE/MS 12 Sep '13

12 Sep '13

Hi, Module Support-1.3.2.opm (requires OTRS Help Desk 3.1) Module FAQ-2.2.3.opm (requires OTRS Help Desk 3.2.4) It's possible to install module Support on OTRS Help Desk 3.2 or I need to use OTRS Help Desk 3.1 (with FAQ 2.1.4)??? Thanks in advance  Atenciosamente: Robson Massaki Kobayashi SSOP/COINF/STI - TRE/MS Horário de expediente: seg-sex, 12 às 18h Fones: (67)2107-7121 ou (67)3326-5428

1 0

OTRS Auto Increment Ticket Number Issue
by adhi wibowo 11 Sep '13

11 Sep '13

Hi All, I have this issue about OTRS Auto Increment Ticket after I add the following code: #create string my $str = 'IM'; # get current time my ( $Sec, $Min, $Hour, $Day, $Month, $Year ) = $Self->{TimeObject}->SystemTime2Date( SystemTime => $Self->{TimeObject}->SystemTime(), ); # read count my $Count = 0; if ( -f $CounterLog ) { my $ContentSCALARRef = $Self->{MainObject}->FileRead( Location => $CounterLog, ); if ( $ContentSCALARRef && ${$ContentSCALARRef} ) { ($Count) = split( /;/, ${$ContentSCALARRef} ); # just debug if ( $Self->{Debug} > 0 ) { $Self->{LogObject}->Log( Priority => 'debug', Message => "Read counter from $CounterLog: $Count", ); } } } # count auto increment ($Count++) $Count++; $Count = $Count + $JumpCounter; # write new count my $Write = $Self->{MainObject}->FileWrite( Location => $CounterLog, Content => \$Count, ); if ($Write) { if ( $Self->{Debug} > 0 ) { $Self->{LogObject}->Log( Priority => 'debug', Message => "Write counter: $Count", ); } } # create new ticket number my $Tn = $str . $Year . $Month . $Day . $Count; # Check ticket number. If exists generate new one! if ( $Self->TicketCheckNumber( Tn => $Tn ) ) { $Self->{LoopProtectionCounter}++; if ( $Self->{LoopProtectionCounter} >= 16000 ) { # loop protection $Self->{LogObject}->Log( Priority => 'error', Message => "CounterLoopProtection is now $Self->{LoopProtectionCounter}!" . " Stopped TicketCreateNumber()!", ); return; } # create new ticket number again $Self->{LogObject}->Log( Priority => 'notice', Message => "Tn ($Tn) exists! Creating a new one.", ); $Tn = $Self->TicketCreateNumber( $Self->{LoopProtectionCounter} ); } return $Tn; } However, some results have shown that ticket numbers sometimes skipped such as the following: id tn 45478 IM2013090981835 45479 IM2013090981840 45480 IM2013090981841 45481 IM2013090981843 45482 IM2013090981844 45483 IM2013090981845 although the id seems to be in order, can anyone give me an insight on how could this happen? I think it's related to the number of concurrent process accessing CounterLog that led the application to confusion. Any Ideas to solve this? or Has anyone experienced the same issue? Regards, Adhi -- adhi wibowo about.me/adhi.wibowo M: +62811102775 H: +62217238057

1 0

Integration of OTRS and SQL-Ledger
by wielbert 07 Sep '13

07 Sep '13

Hi Team, We would need help on integration of OTRS to SQL-Ledger. This requirement is for a new client who needs OTRS to be integrated with SQL-Ledger. Any inputs on integration of OTRS to SQL-Ledger would be much appreciated. Regards, Wielbert Collinson

2 1

Show Customer Name and Number in Search Result and Dashboard
by ml ml 06 Sep '13

06 Sep '13

Hello List, we are running OTRS 3.1.10 and i was wondering if the Customer Name and Number shows up in Search Result and Dashboard in OTRS 3.2? I also tried to patch it myself: http://forums.otterhub.org/viewtopic.php?f=62&t=16012 my %UserData = $Self->{CustomerUserObject}->CustomerUserDataGet( User => $ListKey ); my %CompanyData = $Self->{CustomerCompanyObject}->CustomerCompanyGet( CustomerID => $UserData{CustomerID}); %UserData{ keys %CompanyData } = values %CompanyData; But i am getting: [Error][Kernel::System::TicketSearch::TicketSearch][Line:424]: Need valid OrderBy (UP)! Thanks, Mario

1 1

commanline for Change
by haynes.davis＠accenture.com 04 Sep '13

04 Sep '13

Hi, Is there any commandline tools to work with change management, like otrs.CreateTicket.pl or genericagent? regards, Haynes Davis ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

1 0

question about ticketupdate
by Rene Stoutjesdijk 02 Sep '13

02 Sep '13

we're running happily the api calls for ticketcreate. now we also would like to close the ticket via an api call. I do get the impression that we've to do this via the webservices and then the TicketUpdate. We're doing a ticketupdate with state closed and the ticketnumumber included, but keep getting a message back that the ticketid or ticketnumber is missing. Please see snapshot below from the debugger of the webservice I can't see what's wrong (as the ticketnumbver is included). Any help is appreciated: snapshot: Received data by provider from remote system (2013-08-30 21:35:36, debug) root@localhost otrsXXXXXXXX closed 2013083010269 <http://10.50.240.8/otrs/index.pl#> Detected operation 'TicketUpdate' (2013-08-30 21:35:36, debug) No data provided <http://10.50.240.8/otrs/index.pl#> Incoming data before mapping (2013-08-30 21:35:36, debug) $VAR1 = { 'Article' => '', 'Password' => 'otrsXXXXXXXXXX', 'Ticket' => { 'State' => 'closed', 'TicketNumber' => '2013083010269' }, 'UserLogin' => 'root@localhost' }; <http://10.50.240.8/otrs/index.pl#> TicketUpdate.MissingParameter (2013-08-30 21:35:36, error) TicketUpdate: TicketID or TicketNumber is required! <http://10.50.240.8/otrs/index.pl#> Outgoing data before mapping (2013-08-30 21:35:36, debug) $VAR1 = { 'Error' => { 'ErrorCode' => 'TicketUpdate.MissingParameter', 'ErrorMessage' => 'TicketUpdate: TicketID or TicketNumber is required!' } }; <http://10.50.240.8/otrs/index.pl#> Returning provider data to remote system (HTTP Code: 200) (2013-08-30 21:35:36, debug) TicketUpdate.MissingParameter

2 2

wrong link for beta dwl
by Marco Vannini 02 Sep '13

02 Sep '13

Hi there, The link on the page http://www.otrs.com/en/open-source/get-otrs/software-download<http://bl-1.com/click/load/UmMNPlIyVGRUMl0xU2w-b0231>/, for RH, points to 3.2.0_B. Thank you. Cheers

2 1

TimeAccounting Delete Projects and Users
by Esteban Monge 31 Aug '13

31 Aug '13

Hello folks: I need delete some users and project from TimeAccounting, but I don't where I can make these. Some knows how I can delete projects and users from TimeAccounting. Regards

1 0

Using multiple LDAP's for authenticating customers in one database.
by Marty Hillman 29 Aug '13

29 Aug '13

Yes Gerald, as well as appending that index key to each of the fields within each Auth entry. That was the detail that was inconsistent in the examples I found through Google. Let me provide an edited copy of my configuration to help clarify. I changed the subject line to better match my particular scenario. If any of the information is unclear, feel free to drop me a line. Requirements To build an OTRS system that validates agents in one domain, but allows customers from two separate Active Directory domains without modifying domain trusts. Users should be able to log in with either set of credentials. Description The below code has particular information one should pay attention to. The source of this code go into /opt/otrs/Kernel/Config.pm. In the code below, I am using Domain1 and Domain2. Customers are in either domain, but Agents are only in Domain1 in one particular OU. An LDAP inquiry user is configured in each domain. Also note that the variables within the secondary LDAP calls also have the index appended to them. For example, Notice the change to Host1 below. $Self->{'Customer::AuthModule1'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host1'} = 'dc.domain2.com'; Whereas, in Customer::AuthModule, the variable is referred to as Customer::AuthModule::LDAP::Host. I also had other issues with making the LDAP calls, so instead of using the DN of the LDAP user, I used the simple email address. It is also easier to type and maintain, leaving me able to restructure Active Directory without breaking authentication. By structuring it at the root level of the LDAP tree, all users in either domain are allowed as customers using single sign-on. I should clarify the definition of single sign-on is not the same as automatic login based on the credentials of the logged in user. It merely means that the same credentials used to log in to Windows will log you in to the support site. The user will still need to enter these to gain access to the site. I have not found a solution to auto-login as of yet. Code # ---------------------------------------------------- # # LDAP Configuration Settings for Agents - Domain 1 # # ---------------------------------------------------- # $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'dc.domain1.com'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=Controllers,dc=domain1,dc=com'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::SearchUserDN'} = 'ldapuser(a)domain1.com'; $Self->{'AuthModule::LDAP::SearchUserPw'} = '************'; $Self->{'AuthModule::LDAP::GroupDN'} = 'ou=Agents,dc=domain1,dc=com'; $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, sscope => 'sub', }; # ---------------------------------------------------- # # User Configurations - Domain 1 # # ---------------------------------------------------- # $Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host'} = 'dc.domain1.com'; $Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=domain1,dc=com'; $Self->{'AuthSyncModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN'; $Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'member'; $Self->{'AuthSyncModule::LDAP::SearchUserDN'} = 'ldapuser(a)domain1.com'; $Self->{'AuthSyncModule::LDAP::SearchUserPw'} = '************'; $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; # ---------------------------------------------------- # # User Configurations - Domain 1 # # ---------------------------------------------------- # $Self->{'AuthSyncModule1'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host1'} = 'dc.domain2.com'; $Self->{'AuthSyncModule::LDAP::BaseDN1'} = 'dc=domain2,dc=com'; $Self->{'AuthSyncModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::UserAttr1'} = 'DN'; $Self->{'AuthSyncModule::LDAP::AccessAttr1'} = 'member'; $Self->{'AuthSyncModule::LDAP::SearchUserDN1'} = 'ldapuser(a)domain2.com'; $Self->{'AuthSyncModule::LDAP::SearchUserPw1'} = '************'; $Self->{'AuthSyncModule::LDAP::UserSyncMap1'} = { UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [ 'users', ]; # ---------------------------------------------------- # # LDAP Configuration Settings for Domain 1 Customers # # ---------------------------------------------------- # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'dc.domain1.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain1,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'ldapuser(a)domain1.com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = '************'; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'dc.domain1.com', BaseDN => 'DC=domain1,DC=com', SSCOPE => 'sub', UserDN => 'ldapuser(a)domain1.com', UserPw => '************', AlwaysFilter => '(objectclass=user)', SourceCharset => 'utf-8', DestCharset => 'utf-8', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'givenname', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, AdminSetPreferences => 0, CacheTTL => 0, Map => [ [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; # ---------------------------------------------------- # # LDAP Configuration Settings for Domain 2 Customers # # ---------------------------------------------------- # $Self->{'Customer::AuthModule1'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host1'} = 'dc.domain2.com'; $Self->{'Customer::AuthModule::LDAP::BaseDN1'} = 'dc=domain2,dc=com'; $Self->{'Customer::AuthModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::UserAttr1'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::AccessAttr1'} = 'member'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN1'} = 'ldapuser(a)domain2.com'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw1'} = '************'; $Self->{'Customer::AuthModule::LDAP::Params1'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{CustomerUser1} = { Name => 'LDAP Backend1', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'dc.domain2.com', BaseDN => 'DC=domain2,DC=com', SSCOPE => 'sub', UserDN => 'ldapuser(a)domain2.com', UserPw => '************', AlwaysFilter => '(objectclass=user)', SourceCharset => 'utf-8', DestCharset => 'utf-8', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'givenname', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, AdminSetPreferences => 0, CacheTTL => 0, Map => [ [ 'UserTitle', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'sAMAccountName', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; From: Gerald Young [mailto:crythias@gmail.com] Sent: Thursday, August 29, 2013 8:34 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Using multiple databases as external backend? The docs don't explicitly state this but the concept has been validated in practice and in the code. I realize this is a "take my word for it" thing, but it's pretty much as simple as appending a different index/number to each key of a separate set of Auth entries. On Thu, Aug 29, 2013 at 7:54 AM, Marty Hillman <mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>> wrote: Good morning Gerald - Can you point to a source for this? I need to authenticate against two AD's using LDAP. I believe it is as simple as using the existing AuthModule and then adding AuthModule1 below it. I am looking for confirmation. From: Gerald Young [mailto:crythias@gmail.com<mailto:crythias@gmail.com>] Sent: Thursday, August 29, 2013 6:27 AM Customers, Companies, and Users (Agents) all can authenticate (Auth) and have demographics (Sync|CustomerUser/Map) at up to 11 different sources ('', 1 ..10) (a blank "index" counts as one of them). On Thu, Aug 29, 2013 at 6:38 AM, Bogdan Iosif <bogdan.iosif(a)gmail.com<mailto:bogdan.iosif@gmail.com>> wrote: "you can use one Company Backend" I take it to mean you can only use one backend for agents. Can anyone else confirm this please? I'm interested to know if I can use both DB and LDAP for agents. On Thu, Aug 29, 2013 at 10:47 AM, Florian Edlhuber <florian.edlhuber(a)gmx.de<mailto:florian.edlhuber@gmx.de>> wrote: Hi, it is in http://doc.otrs.org/3.2/en/html/external-backends.html#multiple-customer-ba… You can use up to 10 Customer Information backends. But IIRC you can use one Company Backend. Ciao Flo 29.08.2013 09:42 - Stefan Michael Guenther schrieb: Hello, am I right in assuming, that it is only possible to have ONE external customer user backend, but not more? One of our clients has bought another company and if it is not possible to connect both customer databases to OTRS, we would have to find a way to merge the two database into an internal customer database for OTRS. Regards, Stefan --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

1 0

Using multiple databases as external backend?
by Stefan Michael Guenther 29 Aug '13

29 Aug '13

Hello, am I right in assuming, that it is only possible to have ONE external customer user backend, but not more? One of our clients has bought another company and if it is not possible to connect both customer databases to OTRS, we would have to find a way to merge the two database into an internal customer database for OTRS. Regards, Stefan

8 17

'Ticket Commands'
by haynes.davis＠accenture.com 29 Aug '13

29 Aug '13

Hi, What are the valid values possible in 'Ticket Commands' while creating a job in 'Generic Agent'. Can we run bash scripts using this feature? I was looking to run some custom scripts while closing a ticket. Is this possible? Your help is appreciated. regards, Haynes Davis ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

3 5

Re: [otrs] Using multiple databases as external backend?
by Stefan Michael Guenther 29 Aug '13

29 Aug '13

Hi, > you can use more than one backend: See > http://doc.otrs.org/3.2/en/html/external-backends.html#customer-data > (section "Using more than one customer backend with OTRS") > sorry, I did not scroll down far enough :-( Stefan

1 0

How to debug LDAP
by Marty Hillman 27 Aug '13

27 Aug '13

Anyone know how to debug LDAP configurations? I had it all configured, but my network administrator decided to reorganize Active Directory and move everything around in new OUs. I changed the strings in Config.pm to point to the new DN, but it is still not allowing logins and shows Login Failed. Trying to figure out what log files I can look at or how to manually test to get an actual error rather than a failed login. Marty Hillman - IT Manager of Network Infrastructure [cid:image001.png@01CEA336.6AABF9A0] 5801 Clearwater Drive, Minnetonka, MN 55343 P 612.617.4333 | E mhillman(a)equuscs.com<mailto:mhillman@equuscs.com>

2 4

Forgot password mechanism doesn't send email.
by Stephen Martin 27 Aug '13

27 Aug '13

Hi All, Having a strange issue, quite a new install of OTRS have never had chance to see if this was working earlier and broke or just never worked but it seems that when a user uses the forgot password link on the cutomer portal login page they never receive an email. I checked this and indeed there is no email sent by OTRS I cannot see one being queued in the postfix log and nothing logged in OTRS's log, All other mail out of OTRS is working perfectly. I was running OTRS helpdesk 3.2.8 on CentOS 6.4_x86 but just upgraded to 3.2.10 to see if this would fix but still get the same issue. Any ideas? Thanks, Steve.

1 1

Modifying the printed PDF document
by Stefan Michael Guenther 27 Aug '13

27 Aug '13

Hello, my intention is to modify the layout of the PDF, which is created when I click on "Print". The underlying link is http://192.168.56.2/otrs/index.pl?Action=AgentTicketPrint;TicketID=2;Articl…, but when I modify Kernel/Output/HTML/Standard/AgentTicketPrint.dtl it has no effect on the PDF Output. What am I doing wrong? Thanks for any hints or suggestions, Stefan

2 1

Perl SSL error is keeping me from loving OTRS
by jose.salviati＠accenture.com 26 Aug '13

26 Aug '13

I feel as if I have finally found the root cause of all my issues. I found this in the PerlEX log: Can someone tell me how to force Perl to not require SSL or configure OTRS to use it? I would much rather NOT use it, but finding the "off" switch in Perl has proven troublesome. As always, any assistance you can provide is very appreciated. *** 'C:\otrs\OTRS\bin\cgi-bin\index.pl<http://index.pl>' log message at: 2013/08/21 07:10:26 [Wed Aug 21 07:09:37 2013] -e: ******************************************************************* [Wed Aug 21 07:09:37 2013] -e: Using the default of SSL_verify_mode of SSL_VERIFY_NONE for client [Wed Aug 21 07:09:37 2013] -e: is deprecated! Please set SSL_verify_mode to SSL_VERIFY_PEER [Wed Aug 21 07:09:37 2013] -e: together with SSL_ca_file|SSL_ca_path for verification. [Wed Aug 21 07:09:37 2013] -e: If you really don't want to verify the certificate and keep the [Wed Aug 21 07:09:37 2013] -e: connection open to Man-In-The-Middle attacks please set [Wed Aug 21 07:09:37 2013] -e: SSL_verify_mode explicitly to SSL_VERIFY_NONE in your application. [Wed Aug 21 07:09:37 2013] -e: ******************************************************************* Jose Salviati [cid:image001.jpg@01CE9E56.E9A69E70] <sip:Jose.Salviati@Accenture.com> Technology Consulting | Workplace Technology & Collaboration Direct Dial: (310) 726-2835 Mobile: (949) 829-1028 Email: Jose.Salviati(a)Accenture.com<mailto:Jose.Salviati@Accenture.com> ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

4 7

after Perl module update get IMAPS connection error
by Stefan Sabolowitsch 23 Aug '13

23 Aug '13

Hi all, after perl module update (FreeBSD-9 p6) i get this error messages. Message: IMAPS: Can't connect to 192.168.1.48 Traceback (2330): Module: Kernel::System::MailAccount::IMAPS::_Fetch (v1.12) Line: 127 Module: Kernel::System::MailAccount::IMAPS::Fetch (v1.12) Line: 79 Module: Kernel::System::MailAccount::MailAccountFetch (v1.17) Line: 424 Module: main::Fetch (v1.4) Line: 180 Module: /usr/local/otrs/bin/otrs.PostMasterMailbox.pl (v1.4) Line: 93 In logfile Exchange 2010 find this: 2013-08-23T10:30:05.595Z,00000000000003AB,0,192.168.1.48:993,192.168.100.112:42374,,0,0,0,OpenSession,, this module was updated: p5-BerkeleyDB-0.52 < needs updating (index has 0.53) p5-CPAN-Meta-2.131560 < needs updating (index has 2.132140) p5-Compress-Raw-Bzip2-2.061 < needs updating (index has 2.062) p5-Compress-Raw-Zlib-2.061 < needs updating (index has 2.062) p5-Email-Address-1.89.8 < needs updating (index has 1.90.0) p5-Email-MIME-1.911 < needs updating (index has 1.922) p5-Email-MIME-Encodings-1.313 < needs updating (index has 1.314) p5-GD-2.49 < needs updating (index has 2.50) p5-GD-Graph-1.44.01_5 < needs updating (index has 1.48) p5-IO-Compress-2.061 < needs updating (index has 2.062) p5-IO-Socket-SSL-1.94 < needs updating (index has 1.953) p5-Module-CoreList-2.94 < needs updating (index has 2.97) p5-Module-Metadata-1.000011 < needs updating (index has 1.000014) p5-Net-IMAP-Simple-1.2200 < needs updating (index has 1.2201) p5-Text-CSV_XS-0.97 < needs updating (index has 1.01) p5-perl-ldap-0.5600 < needs updating (index has 0.5700) p5-version-0.99.02 < needs updating (index has 0.99.03) Any idea? Many thanks for any help. Stefan

1 0

Possible to see what templates that are used?
by Jean BROW 22 Aug '13

22 Aug '13

Hi, We use a lot of different templates in OTRS. Is it possible that the agent who work on a ticket could see info about what templates that have been sent out so far on the current ticket? Thanks.

2 2

Failed upgrade recovery
by James Roman 22 Aug '13

22 Aug '13

I accidentally ran an rpm upgrade prematurely on our dev instance and had to remove the upgraded package and install the previous one. Since no DB changes were run, everything went back to near normal after I restored the original Config.pm file. The only thing that seems to be off is the ability to select and display individual articles in the "show one article" view of the tickets. If I click on the articles in the ticket, it will only show the last article (email) submitted to the ticket. I assume that I may need to rebuild an index. Can anyone point me towards instructions on how to restore the ability to navigate the articles in "show one article" view? James Roman

1 1

Use of templates
by Jean BROW 20 Aug '13

20 Aug '13

Hi, We use a lot of different templates in OTRS. Is it possible that the agent who work on a ticket could see info about what templates that have been sent out so far on the current ticket? Thanks.

1 0

Script failed to send data - WITS END!
by jose.salviati＠accenture.com 19 Aug '13

19 Aug '13

I pulled this from the OTRS log in \OTRS\var [Mon Aug 19 08:43:52 2013][Error][Kernel::System::DB::new][224] could not connect to server: Connection refused (0x0000274D/10061) Is the server running on host "localhost" and accepting TCP/IP connections on port 5432? could not connect to server: Connection refused (0x0000274D/10061) Is the server running on host "localhost" and accepting TCP/IP connections on port 5432? [Mon Aug 19 08:45:14 2013][Notice][ ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

2 4

Script failed to send data - WITS END!!
by jose.salviati＠accenture.com 19 Aug '13

19 Aug '13

Ok, as sold as I am on OTRS (and I am sold, love it - wish I could implement it here!!) I am ready to walk away. I have worked through every issue and am fairly confident I have the one that has been causing me grief all along identified. When I install ITSM and create a new Change I get an error. This is consistent now on multiple versions (Windows, Linux) and multiple DB versions (MySQL, PostreSQL). The error will vary depending on the browser but the cause seems to be an inability to get to the database. I either get "Script failed to send data" or just a standard website not available. This happens when I create a change. I have been able to create as many as two before the error shows up. Sometimes, it shows up immediately. The odd part is that the record IS created, but not with any of the detail I entered. Might this be a problem with the ITSM component? I am running OTRS ITSM 3.2.7 - currently on Windows 7 and PostreSQL. Any guidance you can provide is very appreciated! Jose Salviati [cid:image001.jpg@01CE9CB6.75811DA0] <sip:Jose.Salviati@Accenture.com> Technology Consulting | Workplace Technology & Collaboration Direct Dial: (310) 726-2835 Mobile: (949) 829-1028 Email: Jose.Salviati(a)Accenture.com<mailto:Jose.Salviati@Accenture.com> ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

1 0

Can't create a new Change - "Script failed to send data"
by jose.salviati＠accenture.com 15 Aug '13

15 Aug '13

Everything has been running fine (Windows 7, I had to shut off JSON to get some issues resolved, other than that - its stock 3.2.9 with ITSM). No changes but now when we go to create a new change the system stalls on "Waiting for localhost" and returns "Script failed to send data". Error message varies depending on the browser - this is the most detailed message I get from Chrome. The Change is still created, but without any information - no title, no details, etc. This happens 100% of the time as I try to create a change. Any information or thoughts you can provide are very appreciated! ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

1 0

Ticket-Classifier?
by Ralf Hildebrandt 15 Aug '13

15 Aug '13

I have a queue for medical enquiries, which should be pre-sorted into subqueues. Currently I'm doing this using a postmaster-filter using "(keyword1|keyword2|keyword3)" etc. This works reasonably well, but what I thought is this: * assign keywords to every queue * check new mails for keywords, giving each queue a score corresponding to the number of keywords matched * assing ticket to the queue with the largest number of matches Does such a "classifier" module already exist? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

5 6

Problem with refresh of overview page
by Michel Kamphuis 12 Aug '13

12 Aug '13

Hi, We are running OTRS 3.2.8 on a virtualized (Hyper-V) Centos 6.2 server. We provided the vm with 4GB Ram. Ticket load is now ~50 open tickets. We have a strange problem that if we close a ticket and we return to the overview page, the ticket is still there. If we hit F5 a couple of times it will disappear. The performance of OTRS is good, we do not have any other 'lag' problems. Can we do anything about this? Thanks, Michel

1 0

Changes - can't update Change State
by jose.salviati＠accenture.com 12 Aug '13

12 Aug '13

I created a Change template with a condition that says if Workorder Title = "Standard Change" is added then set Change State to "Approved". I then used that template to create a new Change and added a Workorder with the title "Standard Change" expecting my Change to move to Accepted, but nothing happened. What am I doing wrong? Thank you! Jose ________________________________ This message is for the designated recipient only and may contain privileged, proprietary, or otherwise confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the e-mail by you is prohibited. Where allowed by local law, electronic communications with Accenture and its affiliates, including e-mail and instant messaging (including content), may be scanned by our systems for the purposes of information security and assessment of internal compliance with Accenture policy. ______________________________________________________________________________________ www.accenture.com

2 2

Installer for Ubuntu Server
by Wielbert Collinson 12 Aug '13

12 Aug '13

Hi, After lots of request from the forums and suggestions by the developers we have finally moved to Linux. Could you please help on providing me the link to the latest installer of OTRS. Flavour : Ubuntu 12.04.02 64 BIT. Additionally, a simple guide which has steps to install it.. P.S. We are new to linux !!! Many Thanks in advance Regards,

2 1