hi marshall,

under the QUEUE==RESPONSES, i think we can add the responses to the queue.

what about the notification to customer, when a ticket was closed by agent & the notification should be the note written when the agent is going to close the ticket,
i think it is in the Notification in ADMIN module, but i don't know how to configure it.

-aman


On Fri, May 22, 2009 at 4:32 AM, <otrs-request@otrs.org> wrote:
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Today's Topics:

  1.  send notification to customer about closed ticket. (aman)
  2.  Migrating to 2.3.4 (Rabindra Pandey)
  3. Re:  configuring POP3 mail account to otrs(mysql). (ravi shanker)
  4. Re:  Mass import users (Michiel Beijen)
  5. Re:  send notification to customer about closed ticket.
     (L Marshall)
  6. Re:  Migrating to 2.3.4 (Maurice James)
  7. Re:  Mass import users (Maurice James)


----------------------------------------------------------------------

Message: 1
Date: Thu, 21 May 2009 19:27:31 +0530
From: aman <goforaman@gmail.com>
Subject: [otrs] send notification to customer about closed ticket.
To: otrs@otrs.org
Message-ID:
       <b10fa92b0905210657tf7fa1amb9dc08249efec66a@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

hi,

i am new to otrs, using otrs 2.3.4 on a CentOS 5.2 machine

Is there an option somewhere in OTRS that sends out an e-mail
(i.e. from the the notification master) to customer that informs the
customer that his/her ticket has been closed with the note we have wrote
when the ticket was closed.

Thanks!

--
regards:
Amanpreet Singh
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Message: 2
Date: Thu, 21 May 2009 15:21:57 +0100
From: Rabindra Pandey <Rabindra.Pandey@Sun.COM>
Subject: [otrs] Migrating to 2.3.4
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID: <4A156385.9090407@Sun.COM>
Content-Type: text/plain; CHARSET=US-ASCII; format=flowed

Hi,

We have just recently installed OTRS 2.3.4 on SUN Solaris 10 and this
instance is running fine.

Now we want to migrate our old queues from OTRS 1.2.3 (on Solaris 10) to
new installation. Can someone help me getting started as I am finding
kind of stranded at the moment.

Your help is greatly appreciated.

Thanks.


------------------------------

Message: 3
Date: Thu, 21 May 2009 07:37:37 -0700 (PDT)
From: ravi shanker <rshanker_ch@yahoo.com>
Subject: Re: [otrs] configuring POP3 mail account to otrs(mysql).
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID: <943572.69277.qm@web52912.mail.re2.yahoo.com>
Content-Type: text/plain; charset="iso-8859-1"

Thank u for info?MichielBeijen..
?Ravi Shankar






________________________________
From: Michiel Beijen <michiel@beefreeit.nl>
To: User questions and discussions about OTRS. <otrs@otrs.org>
Sent: Wednesday, May 20, 2009 11:38:57 PM
Subject: Re: [otrs] configuring POP3 mail account to otrs(mysql).


Dear mr shanker,
First of all, OTRS is completely perl based so if you can access the web interface you will absolutely have perl installed.
Second, POP is used for receiving mail. For sending you will need to use sendmail or smtp. See the OTRS manual for more details.
in the event you'd like to receive (commercial) support in configuring and setting up OTRS please contact me off-list to discuss.
Kind regards,
Michiel Beijen
Software Consultant
+31 6 457 42 418
Bee Free IT + http://beefreeit.nl
On May 20, 2009 5:19 PM, "ravi shanker" <rshanker_ch@yahoo.com> wrote:


Hi all,
Help me with configuring POP3 mail account to otrs(mysql).
have configured pop3 account with hostname,pwd ..etc in admin area of user interface.
after that when i create phone ticket,email ticket from my account i'm not recieving mail notifications for cases created.
i dont have perl installed in system.is any other configuration required for pop3 other that? from admin interface.
thanks in advance

Ravi Shankar






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Message: 4
Date: Thu, 21 May 2009 16:46:05 +0200
From: Michiel Beijen <michiel@beefreeit.nl>
Subject: Re: [otrs] Mass import users
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
       <9eda38a40905210746n4afe86a9jb8a8997d43a69946@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"

Hi Maurice,

What you could do is write a small script that calls bin/otrs.addUser:

otrs.addUser [-f firstname] [-l lastname] [-p password] [-g groupname] [-e
email] username
if you define -g with a valid group name then the user will be added that
group

And of course, if possible, an integration with Active Directory would be
MUCH better.
http://doc.otrs.org/2.3/en/html/x1709.html#configuration-agent-auth-backend-ldap

You can also combine these two; use an initial load via otrs.addUser to set
up the agents, and then manage them using AD and with AD authentication and
synchronization.

Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl


On Wed, May 20, 2009 at 03:10, Maurice James <midnightsteel@msn.com> wrote:

>  Does anyone have a script to mass import users as customers into OTRS
> 2.3.4? Perhaps from an Active Directory dumped into a CVS file?
>
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Message: 5
Date: Thu, 21 May 2009 11:05:00 -0400
From: L Marshall<qmarshall@inetspace.net>
Subject: Re: [otrs] send notification to customer about closed ticket.
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID: <20090521150549.B072C7AD04@mail.otrs.com>
Content-Type: text/plain; charset="us-ascii"


aman  wrote on 5/21/09 10:27
>Is there an option
>somewhere in OTRS that
>sends out an e-mail
>(i.e. from the the notification
>master) to customer that
>informs the
>customer that his/her ticket
>has been closed with the note
>we have wrote
>when the ticket was closed.

Yes OTRS will do this.  I ?think? it is configured under QUEUE <--> RESPONSES under the admin/configuration section of OTRS.



------------------------------

Message: 6
Date: Thu, 21 May 2009 18:59:05 -0400
From: "Maurice James" <midnightsteel@msn.com>
Subject: Re: [otrs] Migrating to 2.3.4
To: "'User questions and discussions about OTRS.'" <otrs@otrs.org>
Message-ID: <BAY107-DS33EE85943F789E3E1C328B2590@phx.gbl>
Content-Type: text/plain; charset="us-ascii"

You might want to try this:

Create a back up of you existing 1.2.3 installation
Install a fresh copy of 1.2.3 on your new server
Restore your old OTRS database to your new instance of 1.2.3
Follow the upgrade path from 1.2.3 to 2.3.4 on your new server.


That's the way that I know how. It sounds time consuming but its effective






-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Rabindra Pandey
Sent: Thursday, May 21, 2009 10:22 AM
To: User questions and discussions about OTRS.
Subject: [otrs] Migrating to 2.3.4

Hi,

We have just recently installed OTRS 2.3.4 on SUN Solaris 10 and this
instance is running fine.

Now we want to migrate our old queues from OTRS 1.2.3 (on Solaris 10) to
new installation. Can someone help me getting started as I am finding
kind of stranded at the moment.

Your help is greatly appreciated.

Thanks.
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------------------------------

Message: 7
Date: Thu, 21 May 2009 19:01:52 -0400
From: "Maurice James" <midnightsteel@msn.com>
Subject: Re: [otrs] Mass import users
To: "'User questions and discussions about OTRS.'" <otrs@otrs.org>
Message-ID: <BAY107-DS2B56396E35EFA74864F80B2590@phx.gbl>
Content-Type: text/plain; charset="utf-8"

When you integrate with AD, doesn?t AD take over as the authentication mechanism? I have also noticed an ldap sync toll in the OTRS bin directory, the only problem with this script is it only syncs admin users and not customers



From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen
Sent: Thursday, May 21, 2009 10:46 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Mass import users



Hi Maurice,

What you could do is write a small script that calls bin/otrs.addUser:

otrs.addUser [-f firstname] [-l lastname] [-p password] [-g groupname] [-e email] username
if you define -g with a valid group name then the user will be added that group

And of course, if possible, an integration with Active Directory would be MUCH better.
http://doc.otrs.org/2.3/en/html/x1709.html#configuration-agent-auth-backend-ldap

You can also combine these two; use an initial load via otrs.addUser to set up the agents, and then manage them using AD and with AD authentication and synchronization.

Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



On Wed, May 20, 2009 at 03:10, Maurice James <midnightsteel@msn.com> wrote:

Does anyone have a script to mass import users as customers into OTRS 2.3.4? Perhaps from an Active Directory dumped into a CVS file?


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End of otrs Digest, Vol 8, Issue 56
***********************************



--
regards:
Amanpreet Singh