Hi, How to enable LDAP synchronisation where can I find that option. Thanks, Prafulla
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Today's Topics:
1. RE: ldap sync (Patrik Forsberg)
2. RE: Feature-Requests for "OTRS goes ITIL" (Patrik Forsberg)
3. SLA Management (siengchye-oh)
4. RE: SLA Management (Peter van Beugen)
5. RE: Populating OTRS (Kevin Carrell)
6. Re: Feature-Requests for 'OTRS goes ITIL'
(grahamsmith@gandalfsemporium.co.uk)
7. Re: Feature-Requests for "OTRS goes ITIL" (Alexander Scholler)
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Message: 1
Date: Wed, 8 Mar 2006 12:02:07 +0100
From: "Patrik Forsberg"
in 1.3 versions you had to add the following lines to Config.pm when you wanted to sync with an ldap backend:
<snip> #UserSyncLDAPMap $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', }; </snip>
I thought that i won't need to add this Lines in 2.x Versions ? However, sync with my OpenLdap Backend won't work with otrs 2.0.4 without the Lines above - is that "intended" or is there any other configuration parameter i am missing ?
I actuly just did this :)
First login with a user that exist in your LDAP directory, before aculy
enabling the LDAP connection.
Then when you have the user make it admin.
When this is done logout and enable the LDAP configuration again. Then
login to OTRS again and go into the SysConfig and enable LDAP
Syncronization. After this any user in the LDAP can login and you can
put them into the correct group(s).
Very easy aculy once I found the little trick described above :)
//patrik
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Message: 2
Date: Wed, 8 Mar 2006 12:03:27 +0100
From: "Patrik Forsberg"
I was very appreciated to read on the otrs.org-Website that "OTRS goes ITIL", meaning that OTRS aspires to reach an ITIL-certificate - whatever this means...?
I think that the current OTRS-implementation lacks the distinction of incoming requests. Is it a * incident * service-request, especially - change request - request for information or education (* problem)
(We currently bypass this missing feature by using priorities like 1 - request for info, 2 - rfc/low, 3 - rfc/high, 4 - incident/low, 5 - incident/normal. 6 - incident/high)
This can be arranged with abit of inituative procmail filtering together with GenericAgent and different queues. A queue could be SLA<any-given-name> and RFC for example where the queue escalation time and the people watching it is a specified ammount of people while another SLA and incident/high where the priority and escalation time would be a whole lot shorter. Also different mail adresses for different things .. like for "request info" the de facto standard seem to be info@fqdn.
Another weak point is the consideration/integration of SLA on ticket-work.
Here .. ether different queues as discussed above or different priorites.
Perhaps my posting helps efforts of the otrs-developers by initiating a discussion of this topic.
------------------------------
Message: 3
Date: Wed, 8 Mar 2006 19:10:33 +0800
From: "siengchye-oh"
Good day!
First of all sorry if this list isn't the correct place for such a question.
I'm have to write som kind of web-interface for users to pass requests to OTRS and see results of request processing. First (passing requests to OTRS) can be done simple by sending an e-mail message as far as I know, but how can I get ticket status? Or may be I can define some kind of callback, that will be called every time ticket is processed?
I looked through OTRS documentation (may be not so attentively as I should) and had no luck.. :/
Any links, comments etc. will be highly appreciated.
Thanks in advance.
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