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Today's Topics:

  1. Re:  otrs Digest, Vol 25, Issue 35 (Ruzwan Abdul)
  2. Re:  Customer with multiple email addresses (Broderick Wood)
  3.  Comparing OTRS with other ticket system (Darshak)


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

Message: 1
Date: Sat, 16 Oct 2010 08:55:29 +0530
From: Ruzwan Abdul <ruzwan@pyrogroup.com>
Subject: Re: [otrs] otrs Digest, Vol 25, Issue 35
To: otrs@otrs.org
Message-ID:
       <AANLkTik-ySh=wNO9rnY5jivV0VB9Hvm8yxnJC8bweOhV@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

Hi All,

I am getting the below error in System log Mysql when using Dashboard.
 version 2.4.6 OTRS


You have an error in your SQL syntax; check the manual that corresponds to
your MySQL server version for the right syntax to use near ') AND
st.until_time >= 1286808536 ORDER BY st.until_time ASC LIMIT 25' at line 1,
SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq
WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.until_time >=
1286808536 ORDER BY st.until_time ASC LIMIT 25'


Please suggest what could be the problem, because of this my lock tickets
are not getting unlock getting same error.

Regards,
Ruzwan
On Fri, Oct 15, 2010 at 5:30 PM, <otrs-request@otrs.org> wrote:

> Send otrs mailing list submissions to
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> or, via email, send a message with subject or body 'help' to
>        otrs-request@otrs.org
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>
> When replying, please edit your Subject line so it is more specific
> than "Re: Contents of otrs digest..."
>
>
> Today's Topics:
>
>   1.  Link to reopen a ticket (Pradumna Maheshwari)
>
>
> ----------------------------------------------------------------------
>
> Message: 1
> Date: Fri, 15 Oct 2010 16:40:28 +0530
> From: Pradumna Maheshwari <pradumna.maheshwari@tcs.com>
> Subject: [otrs] Link to reopen a ticket
> To: otrs@otrs.org,      otrs-bounces@otrs.org
> Message-ID:
>        <OF7D3402D4.A7B0B5CE-ON652577BC.003D0CE9-652577BD.003D62D0@tcs.com>
> Content-Type: text/plain; charset="us-ascii"
>
> Hello,
>
> I want to give a link in Survey, so that Customer can re-open the ticket.
>
> I tried this :
> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>
> customer.pl?Action=CustomerTicketZoom&TicketID=<http://customer.pl/?Action=CustomerTicketZoom&TicketID=>
> <OTRS_TICKET_ID>
>
> but not working. It is giving error : "Message: No Permission! "
>
> What to do..?
>
> Thanks...
>
> Pradumna Maheshwari
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Message: 2
Date: Fri, 15 Oct 2010 12:03:11 -0600
From: Broderick Wood <bmw@ualberta.ca>
Subject: Re: [otrs] Customer with multiple email addresses
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
       <AANLkTi=q8rJBo4iP=yHRYSY5kOSgudZ=2P8MVoaSkObF@mail.gmail.com>
Content-Type: text/plain; charset=windows-1252

Has there been a response to this?  This sounds exactly like what I need.

We have users that tell us what their (multiple) e-mail addresses are
and we need to assign those to their single login ID which is against
our LDAP authentication system.

I see this listed as a possible solution that was posted by "Torsten
Thau" previously:

(1) create additional table columns (e.g. via SQL-Box in Admin area):
ALTER TABLE customer_user ADD COLUMN email_ext00 varchar(300);
ALTER TABLE customer_user ADD COLUMN email_ext01 varchar(300);

(2) add new columns to customer backend configuration in Config.pm:

(2a) Edit the customer backend definition related to the data source for
table "customer_data". Just add following rows to the Map-array (e.g.
directly below the definition for the default email-field):
[ 'UserEmail0', 'Further Email', 'email_ext00', 1, 0, 'var', '', 0 ],
[ 'UserEmail1', 'Further Email', 'email_ext01', 1, 0, 'var', '', 0 ],

(2b) add new table columns as postmaster-search columns
CustomerUserPostMasterSearchFields => ['email', 'email_ext00',
'email_ext01'],

(3) If applicable, extend customeruser-import-export mappings in the
ImportExport backend.



On Thu, Jul 1, 2010 at 5:38 AM, Nuno Miguel da Cruz Neves
<nuno.miguel.neves@pkf.pt> wrote:
> Thanks for the reply, as I could only come back here now.
>
> As for your suggestion, the problem is which field I map to customerID.
>
> I'll try to give a scenario:
>
> My username (sAMAccountName) is nneves
>
> So, my email address is nneves@pkf.pt
>
> But I also have as aliases Nuno.miguel.neves@pkf.pt and Nuno.neves@pkf.pt
>
> What I would like to do in OTRS is that an email coming from any of these addresses would be mapped to my OTRS username.
>
> Can I map several email fields to one users (and then mapping them to the proxyAddresses field of Active Directory)?
>
> Thank you,
>
> -----Original Message-----
> From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen
> Sent: ter?a-feira, 1 de Junho de 2010 08:02
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Customer with multiple email addresses
>
> Hi Nuno,
>
> If you have the alias stored in your Active Directory, which I'm sure
> you will, then you can just map this to the Customer ID field and
> you'd be good!
>
> ((enjoy))
>
> Michiel Beijen
> R&D
>
> Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl]
>
> OTRS AG
> Norsk-Data-Str. 1
> 61352 Bad Homburg
> GERMANY
>
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> Business Location: Bad Homburg, Country Court: Bad Homburg, HRB 10751,
> VAT ID: DE256610065
> Chairman: Burchard Steinbild, Managing Board: Andr? Mindermann
>
> GET OTRS::ITSM 2.0 NOW - including the brand new change management
> module! It?s the only ITIL? V3 compatible open-source IT Service
> Management solution certified by PinkVERIFY worldwide! -
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>
>
>
>
> On Mon, May 31, 2010 at 5:08 PM, Nuno Miguel da Cruz Neves
> <nuno.miguel.neves@pkf.pt> wrote:
>> Hello.
>>
>>
>>
>> I am setting up OTRS against an Active Directory backend for customers.
>>
>>
>>
>> The thing is, my AD username is my CustomerID, but, when sending emails, my
>> email address is an alias. Is there a way I can specify multiple CustomerID
>> for the same user?
>>
>>
>>
>> I?ll try to write an example:
>>
>>
>>
>> My AD username is nneves . So, my email address is nneves@pkf.pt
>>
>>
>>
>> But I use an alias nuno.miguel.neves@pkf.pt
>>
>>
>>
>> Is there a way I can say that if I receive an email with a request from
>> nuno.miguel.neves@pkf.pt, it should stay in nneves@pkf.pt queue, so that
>> when I login as a customer, I can see all my requests?
>>
>>
>>
>> Thank you,
>>
>>
>>
>> Nuno Miguel Neves
>>
>> Partner
>>
>> PKF Sistemas de Informa??o, S.A.
>>
>> Edificio Atrium Saldanha l Pra?a Duque de Saldanha, n?1 4? Piso H l 1050-094
>> Lisboa l Portugal
>>
>> Tel: +351 213 182 720 l Fax: +351 213 146 114 l Tlm: + 351 964 803 152
>>
>> email: nuno.miguel.neves@pkf.pt l ?http://www.pkf.pt
>>
>>
>>
>>
>>
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--
------------------------------------------------
Broderick Wood
HelpDesk Co-Ordinator
Technical Services Team
#205 Athabasca Hall
Department of Computer Science
The University of Alberta
Edmonton, AB
T6G 2E8
(780) 492-5018


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

Message: 3
Date: Sat, 16 Oct 2010 11:18:53 +0530
From: Darshak <darshak.modi@elitecore.com>
Subject: [otrs] Comparing OTRS with other ticket system
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID: <4CB93CC5.7010802@elitecore.com>
Content-Type: text/plain; charset="iso-8859-1"; Format="flowed"

 Dear All,

I have to propose a ticket system to my company. I have gone thru
different ticket systems.

Can you tell me what are unique features in OTRS over other systems like
RT,OSTicket,KAYAKO etc.

Any benchmark by OTRS?  Can it handle daily 10000 tickets and 1000
agents on single box [ good quality hardware]?

--
Best Regards,
Darshak Modi
+91 9909008245
darshakamodi@gmail.com

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End of otrs Digest, Vol 25, Issue 36
************************************