Znuny and ((OTRS)) Community Edition

HI, to handle some hierarchy I used the location in the CMDB. I setup top level location as the customer name, and after that linked the CI with the false location rappresenting the customer. More links could be handled this way, but since OTRS is not structured in this way I did not want to force i...

Hello, I created a number of different email address, each to dispatch to a differente queue. In the postmaster settings, i set the "trust=Yes", and "Dispatch by selected queue" to the proper queue, but the emails are dispatched to the default queue. To achieve the result I have ...

I forgot to add the customer to the proper group.

There should be a wizard, or a MEMO at least !!!

Hi,
I forgot to tell: these tickets are opened using the webform customer.pl

Massimo

Hi, I am facing a (maybe) strange behaviour. Configuration: OTRS 3.1.4 on Centos 6.2, ITSM 3.1.2. I created a default queue, Supporto, where all the web ticket are created. Then, every 10 minutes, I use a generic agent to change the queue according to the service selected (say queA or queB ). Each q...

You are a GENIUS !!!

IT worked perfectly for authentication, chaning the lines in Config.pm.

Regards,
Massimo

Hi,
looks VERY promising.

Do you know if I can use it also for authentication, as a user, instead of sAMAccountName ?

Kind regards,
Massimo

Hi,thank you for your suggestion, I will use it in case of identical identifier. In the meantime, I have an idea but don't have the tech skill to implement it. I was thinking of creating a set of custom skin, one "standard" and many for the different customer. I can differenziate the skin ...

Hello, I am getting this error, daily, from the cron job: ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.10.1 OS: linux Time: Sat Apr 14 03:40:02 2012 Message: Can't open '/opt/otrs/var/tmp/CacheFileStorable/DynamicField/bfdc5f1e460c58d65e1512de4025075e': No such file or directory Traceback (8588): Mod...

Hi, I'm setting UP OTRS 3.1.3 for a bunch of different customer. I have been able to setup the LDAP Integration with AD for the customer1, and using local db for agents. In the future I will have to extend the customer integration with another ldap, I have already the guide to follow and I'm quite c...

It worked for reporting pouposes, but if anyone has a better idea...

Kind regards,
Massimo

Hello,
I'm a newbie too.
Isn't enough, for your pourpose, the freetext available in the survey itself ?

Just to better understand your requirements.

Kind regards,
Massimo

I found a workaround, but not very happy with it. At each month end, I will use a generic agent to change the customer_id in table ticket, depending on customer_user_id. update otrs.ticket set customer_id = 'SomeCompany' where customer_user_id like '%@some.domain'; This way reporting should go well.

I'm still trying to get around it...
Since I do not know perl well (or at all.....), what is the exact syntax to pass a fixed value to an array of records ?

Massimo

Hi Yuri, in fact this is my intention, to have 1 OTRSS DB (to put "small" customers) and up to 9 LDAP (for bigger customers). Have you any idea on how I may circumvent this annoyance, related to the CompanyID, or event better to the reporting ? My real concern is the reporting aspect, not ...

HI Yuri, my goal is exactly to divide the customers into companies. I am a MSP (Managed Service Provider), giving services to many customer organizations. Unfortunatly not all AD I'm going to integrate have the OrgUn o Dep compiled. This is annoying also because of the statistics: when I am going to...

HI all, I've just installed OTRS 3.1.3, with ITSM 3.1.2. We are aplanning to support many different customers, some with AD and some with local DB . I am working in the test envoronment. I have succesfully setup the customer ldap integration, but now I am facing a problem: how to set a common Custom...