Re: [otrs] GenericAgent, auto-forwarding tickets (Michiel Beijen)

7 Mar 2012

      Hi there,

Same need here, but the fact is that this workaround works only for text, not for attachments.

I understand it is possible to do a script and use it through the GenericAgent via the CMD at the bottom of the screen

May we for example re-use the forward function? (even if that one doesn't work perfectly with attachments ... when inline attachments)

Thanks

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Today's Topics:

   1. Re:  GenericAgent, auto-forwarding tickets (Michiel Beijen)
   2. Re:  GenericAgent, auto-forwarding tickets (Alexander Halle)
   3.  Problem with Active Directory (ckyony)
   4. Re:  User Levels (Alexander Halle)
   5. Re:  changing the polling frequency (Gerald Young)

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

Message: 1
Date: Thu, 18 Nov 2010 13:13:35 +0100
From: Michiel Beijen 
Subject: Re: [otrs] GenericAgent, auto-forwarding tickets
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset=UTF-8

What about using a combination of GenericAgent and Event Based notification?
* Use a GenericAgent job to move to some special queue.
* Create an event based notification to send the text to the
predefined address if a ticket is moved into this queue.

Yes, it would be nicer if GenericAgent would allow to be triggered by events,
Yes, it would be nicer if GenericAgent could send email...

But I guess this approach would be workable?
--
Mike

On Fri, Nov 12, 2010 at 12:22 PM, Alexander Halle
 wrote:
...
Gerald Young wrote :
...
Would it make sense to say "Tickets moved to this queue are assigned a
watcher"?
Or do you want a Notification (Event) "Ticket Moved to this Queue"
TicketQueueUpdate?
Or do you want to unlock a ticket when moved to the queue and use the
Agent "My Queues" notification preferences?
Hi,
none of the three above, I try to describe it better :
We get emails on our OTRS account that need to be distributed to other email
accounts. These emails are just passed through and don't represent an actual
ticket.
So the agents in fact route these emails to the correct adresses, because it
was to error-prone to let the customers choose the right email adress. The
"tickets" gets closed afterwards, because these emails aren't handled via
OTRS.
Most of our emails are real tickets but those pass-through-emails happen
often enough that we need a more efficent way than manually forwarding and
closing them. They should be just moved to the the right forward-queue and
then OTRS shall do the rest - via GenericAgent I thought.
Thanks in advance
Alexander
--
radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile
and Register Court: Wuppertal, HRB 19359 | Bergstr. 7 - 9, 42105 Wuppertal
Management Board: Andreas Martin, Dr. Heiner Steffens, Dr.
Renate Tewaag Phone +49 202 2489 1123, Fax +49 202 2489 941123
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Message: 2
Date: Thu, 18 Nov 2010 13:27:21 +0100
From: Alexander Halle 
Subject: Re: [otrs] GenericAgent, auto-forwarding tickets
To: "User questions and discussions about OTRS." 
Message-ID: <4CE51BA9.2020708@radprax.de>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Michiel Beijen wrote :
...
What about using a combination of GenericAgent and Event Based notification?
* Use a GenericAgent job to move to some special queue.
* Create an event based notification to send the text to the
predefined address if a ticket is moved into this queue.
Hi Mike,

thanks for the reply :)

Yes, using the event based notification to get the email body should
work, good idea.
...
Yes, it would be nicer if GenericAgent would allow to be triggered by events,
Yes, it would be nicer if GenericAgent could send email...
It's opensource, I'm free to implement this myself or by third party /
OTRS AG =)

Thanks Mike, thanks Gerald.

Regards

Alexander

--
radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile
and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal
Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag
Phone +49 202 2489 1123, Fax +49 202 2489 941123

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

Message: 3
Date: Thu, 18 Nov 2010 15:03:06 +0200
From: ckyony 
Subject: [otrs] Problem with Active Directory
To: otrs@otrs.org
Message-ID: <20101118130306.GA12081@ckyony@africacentre.ac.za>
Content-Type: text/plain; charset=us-ascii

Dear All,

I have otrs 2.4.9 installed on Ubuntu 10.04.
I'd like to authenticate my customers using Active Directory installed
on Windows 2003.

I read a couple of templates as well as the admin manual but I failed
so far.

Any help will be much appreciated.

--My config.pm

package Kernel::Config;

sub Load {
    my $Self = shift;

    # ---------------------------------------------------- #
    # database settings                                    #
    # ---------------------------------------------------- #
    $Self->{'Database'} = 'otrs';
    $Self->{'DatabaseUser'} = 'otrs';
    $Self->{'DatabasePw'} = 'xxxxxxxxxxx';
    $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};";

    $Self->{Home} = '/opt/otrs';

    # --------------------------------------------------- #
    # customer authentication settings                    #
    # (enable what you need, auth against otrs db,        #
    # against a LDAP directory, against HTTP basic        #
    # authentication and against Radius server)           #
    # --------------------------------------------------- #

    $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
    $Self->{'Customer::AuthModule::LDAP::Host'} = '172.18.20.2';
    $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=mydomain,dc=local';
    $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName';

    # Check if the user is allowed to auth in a posixGroup
    # (e. g. user needs to be in a group xyz to use otrs)
    $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=Domain Users,ou=Old Groups,ou=Somkhele,dc=mydomain,dc=local';
    $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member';
    # for non ldap posixGroups objectclass (full user dn)
    $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN';

    # The following is valid but would only be necessary if the
    # anonymous user do NOT have permission to read from the LDAP tree
    $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=helpdesk,ou=Service_accounts,ou=global,dc=mydomain,dc=local';
    $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'xxxxxxxxxxxxx';

    # 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->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '';

    # in case you want to add a suffix to each customer 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->{'Customer::AuthModule::LDAP::UserSuffix'} = '@domain.com';

    # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
    $Self->{'Customer::AuthModule::LDAP::Params'} = {
        port    => 389,
        timeout => 120,
        async   => 0,
        version => 3,
    };

# CustomerUser
# (customer user ldap backend and settings)
    $Self->{CustomerUser} = {
        Name => 'LDAP Backend',
        Module => 'Kernel::System::CustomerUser::LDAP',
        Params => {
            # ldap host
            Host => '172.18.20.2',
            # ldap base dn
            BaseDN => 'ou=,o=csuh',
            # 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=help_desk,ou=Service_accounts,ou=global,dc=mydomain,dc=local',
            UserPw => 'xxxxxxxxxx',
            # 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 => '',
            # if your frontend is e. g. iso-8859-1 and the charset of your
            # ldap server is utf-8, use this options (if not, ignore it)
#            # die if backend can't work, e. g. can't connect to server
#            Die => 1,
            # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP)
            Params => {
                port    => 389,
                timeout => 120,
                async   => 0,
                version => 3,
            },
        },
        # customer uniq id
        CustomerKey => 'sAMAccountName',
        # customer #
        CustomerID => 'sAMAccountName',
        CustomerUserListFields => ['cn', 'sAMAccountName'],
        CustomerUserSearchFields => ['uid', 'cn', 'sAMAccountName'],
        CustomerUserSearchPrefix => '',
        CustomerUserSearchSuffix => '*',
        CustomerUserSearchListLimit => 250,
        CustomerUserPostMasterSearchFields => ['sAMAccountName'],
        CustomerUserNameFields => ['givenname', 'sn'],
        # show not own tickets in customer panel, CompanyTickets
        CustomerUserExcludePrimaryCustomerID => 0,
        # add a ldap filter for valid users (expert setting)
        # CustomerUserValidFilter => '(!(description=gesperrt))',
        # admin can't change customer preferences
        AdminSetPreferences => 0,
        # cache time to life in sec. - cache any ldap queris
        CacheTTL => 0,
        Map => [
            # note: Login, Email and CustomerID needed!
            # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly
            [ 'UserSalutation', '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 ],
        ],
    };

    # ---------------------------------------------------- #
    # data inserted by installer                           #
    # ---------------------------------------------------- #
    # $DIBI$
    $Self->{'SystemID'} = 10;
    $Self->{'SecureMode'} = 1;
    $Self->{'Organization'} = '';
    $Self->{'LogModule::LogFile'} = '/tmp/otrs.log';
    $Self->{'LogModule'} = 'Kernel::System::Log::SysLog';
    $Self->{'FQDN'} = 'acs-help01.mydomain.local';
    $Self->{'DefaultLanguage'} = 'en';
    $Self->{'AdminEmail'} = 'admin@mydomain.ac.za';
    $Self->{'DefaultCharset'} = 'utf-8';

    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
    #                                                      #
    #           End of your own config options!!!          #
    #                                                      #
    # ---------------------------------------------------- #
    # ---------------------------------------------------- #
}

# ---------------------------------------------------- #

# needed system stuff (don't edit this)                #
# ---------------------------------------------------- #
use strict;
use warnings;

use vars qw(@ISA $VERSION);
use Kernel::Config::Defaults;
push (@ISA, 'Kernel::Config::Defaults');

use vars qw(@ISA $VERSION);
$VERSION = qw($Revision: 1.21 $)[1];

# -----------------------------------------------------#

1;

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

Message: 4
Date: Thu, 18 Nov 2010 14:27:18 +0100
From: Alexander Halle 
Subject: Re: [otrs] User Levels
To: "User questions and discussions about OTRS." 
Message-ID: <4CE529B6.1010806@radprax.de>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Parag Bhalerao wrote :
...
I was wondering if there is a way to define user levels. For example,
Hi Parag,

this is possible and common, please see chapter 5.2 of the manual for
your version (http://doc.otrs.org/).

You have to define groups and then assign roles or users to that groups.
Using roles is better but a bit more complicated :

group <-> user
group <-> role, role <-> user
...
Agent > Queue Manager
      Should see all the tickets assigned only to his/her queue
including tickets assigned to other agents within that queue, but should
not see tickets from other queues
You can assgin groups to queues.
...
Agent > Normal
      Should not have option to change configurations (should not see
Admin tab)
You can assign groups to screens like the whole admin screen or
subscreens. This is done via SysConfig, please look for example at
Frontend::Admin::ModuleRegistration.

But there should already exist a admin group, please check if it is only
assigned to the roles (or users) that shall have access to the admin area.
...
Customer > Company Admin
      Should see all the tickets from his company created by all the
customers\
      Regular customer users should see only their own tickets
Sorry, this exceeds my knowledge.

I think the feature you're looking for are the so called company
tickets. Basically you assign customers to companies to allow them to
see tickets of others customers within the same company. To restrict
this to only one customer of a company I have read that you assign every
customer to a pseudo company so that you can then assign all these
pseudo companies to the "company admin" (id1;id2;id3 ...).

But as said, I haven't yet tried this and I don't know if it's the only
known way.

Regards

Alexander

--
radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile
and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal
Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag
Phone +49 202 2489 1123, Fax +49 202 2489 941123

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

Message: 5
Date: Thu, 18 Nov 2010 09:02:06 -0500
From: Gerald Young 
Subject: Re: [otrs] changing the polling frequency
To: "User questions and discussions about OTRS." 
Message-ID:

Content-Type: text/plain; charset="iso-8859-1"

If you are receiving large volumes of tickets, this may not be as effective
as implementing
procmailhttp://wiki.otrs.org/index.php?title=Use_procmail_to_handle_OTRS_requests_in...,
which handles tickets instantly.

On Thu, Nov 18, 2010 at 2:56 AM, Christian Kyony
wrote:
...
Hi Alexander,
Thanks for the pointer.
I edited /opt/otrs/var/cron/postmaster_mailbox and changed the default
value from 10 to 1
And it works!
-----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
Alexander Halle
Sent: 18 November 2010 09:44
To: User questions and discussions about OTRS.
Subject: Re: [otrs] changing the polling frequency
Christian Kyony wrote :
...
I'd like OTRs to check the POP3 account every minute instead of every
10
minutes.
Which files must I change?
Hi Christian,
the time interval is controlled by cron based on the files under
/opt/otrs/var/cron/.
Regards
Alexander
--
radprax Gesellschaft fuer Medizinische Versorgungszentren mbH | Domicile
and Register Court: Wuppertal, HRB 19359 | Bergstr. 7-9, 42105 Wuppertal
Management Board: Andreas Martin, Dr. Heiner Steffens, Dr. Renate Tewaag
Phone +49 202 2489 1123, Fax +49 202 2489 941123
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Re: [otrs] GenericAgent, auto-forwarding tickets (Michiel Beijen)

Martignier, Philippe