Znuny Open Source Ticketsystem

Hi,

I forgot to mention a couple of things earlier:-

1. I am using AD as customer and agent backend.
2. Running Apache with NTLM SSO.

I have noticed that when I take off the following lines from httpd.conf agent interface works fine, but customer interface show error for loop redirects ...

Hi,

I have recently upgraded our OTRS Helpdesk with ITSM installation to V3.3.3. I followed the following guide http://doc.otrs.org/3.3/en/html/upgrading.html.
Upgrade was successful without any errors and everything worked as expected during small tests after upgrade on weekend.
Problem started ...

Here is what worked for me

Config.pm

$Self->{'AuthModule1'}='Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host1'}='x.x.x.x';
$Self->{'AuthModule::LDAP::BaseDN1'}='DC=DOMAIN,DC=local';
$Self->{'AuthModule::LDAP::UID1'}='sAMAccountName';

$Self->{'AuthModule::LDAP::SearchUserDN1 ...

Yes you can skip this part and configure it later aslo. However, your email administrator shoould be able to provide these values to you. You can also check your outlook configuration for these settings.

Regarding ports, i would suggest you to ask your email administartor as he might be running POP ...

Thanks !!

Hi,

I have configured an import template to import our CI items in CMDB and it is working fine as intended. I would like to know how can I schedule to import the same on a weekly basis?
Any help is much appreciated.

Thanks

Many thanks. It helped.

Hi,
Our customers use multiple email address to open new tickets helpdesk@domain.com and service@domain.com. Emails to both address needs to be routed to a single queue. If customer CC to any of these addresses, email must be rejected with a response.

For routing to queue, I am using postmaster ...

After an update of the OS, the problem is resolved. I don't know what caused is and what resolved it.

I am using version 3.1.12

Hi,
I am currently running OTRS 3.1.12 on RHEL 5.9. The customer and agent backend is AD and I am using Apache to do NTLM auth. I am also using ITSM 3.1.7 bundle with KIXCore and KIX4OTRS. This setup is working fine from a couple of months without any error.
Recently, we received a ticket from a ...

On close watching the error, I figured that a +1 was added to the auto populated date. One of the other OTRS admin changed the settings in Framework -> Core::Time TimeZone to +1 from Default value: + 0. Changing this to default value fixed the problem.

Sorry about that.

Hi,

In my current setup, I have created two states for a ticket named

"Resolved" type "Closed" and
"Re-Opened" type "Open"

A ticket with state "Resolved" is set to next state as "Re-Opened" when customer add a followup. However, when agent tries to post a reply to "Re-Opened" ticket and set the ...

I followed the same procedure for getting Customer name and it worked!!

Thanks for all the help.

Thanks for explanation crythias.

I again read the original thread carefully and tried the option provided by risker to add QData{"OwnerName"} and it solved my problem.

Is this can be achieved the same way for Customer Name or is it availble by deafult?

Thanks for you reply jojo. Can you please give me some pointers to implemet the same in dashlet?

Hi,

I am following this to add columns to Agent dashboard. http://forums.otterhub.org/viewtopic.php?f=60&t=5156.
Everything works fine, however instead of showing CustomerUserID, I want to show full name of Customer and Owner. Both Customer and Agents are authenticated against Active Directory ...

My mistake. There was a typo.

Hi,

I followed the steps exactly as given in this wiki article to create a notification

http://wiki.otterhub.org/index.php?title=Notify_Users_that_a_Ticket_has_closed

The notification is created successfully but no email is sent out on change in status update of ticket. When i checked the logs ...