Znuny and ((OTRS)) Community Edition

Linwood

It's hard to answer your question. From my experience it all depends individually on the amount of data (# of tickets, articles, etc.) and sometimes of the installed packages. And don't do this without a test upgrade. Certainly not. I'm just trying to help them evaluate whatever quote for services ...

Linwood

In early 2015 I installed my first and only otrs community edition for a client. Then never heard from them (well, almost never, once a few months later). I concluded they were not really using it. Apparently they were, and are still and are happy. That site has had no updates in 3+ years, I think i...

Linwood

rmaul wrote: I guess that is what u asked, right?
Thank you

Yes, and I have no idea now, it was just speculation that the owner changed. Sorry, I'm out of ideas, hopefully someone else will dive in. Sorry for the tangent.

Linwood

By chance is it only tickets they opened before you made the change? I wonder if perhaps internally they are becoming a different agent record entirely now, same name, but different internal ID? (This is pure speculation, easy to see if you query your user table in sql).

Linwood

Again, locked = Owner and Responsible and possibly Watcher. unlocked = My Queues and Owner, Responsible. I keep doing testing, partly for education. The one that is surprising to me, and seems inconsistent with the above, is when I tested both escalations and escalation warnings, they seemed to onl...

Linwood

(1) The agent must have group permissions to view the queue This is more of a prerequisite for a Queue to show up in My Queues (as a selectable preference option, not that it's automatically highlighted) than it is directly whether notifications get to the Agent. Understood. I was just collecting d...

Linwood

I don't have any indication of R/W = Queue notification. Unless you can demonstrate otherwise, it's My Queues. You are probably correct since I gather you've looked at the code. I was going by postings in various places. I did not keep track, here is one however: http://blog.otrs.org/2011/07/06/otr...

Linwood

This charts looks awesome, maybe you can made it accessible via Google Docs or create a page here http://wiki.otterhub.org/index.php?title=Notifications_Overview Thanks, I appreciate the encouragement, I just need to work through the combinations. As mentioned, pointers to known answers (to save te...

Linwood

Thanks. Is there a general statement also about who gets the notifications? And when the My Queues (and Services but I really do not care about those) are involved and not? It may seem that I'm over thinking this, but every time I think I know what the rules are, someone asks a question or brings me...

Linwood

Well, I apparently did not have the synopsis correct. It looks to me from a bit of experimentation and a bit of code reading that while there are 5 circumstances for agent notifications (not event notifications) that are controlled by user preferences: New ticket Watched Lock Timeout Move Followup T...

Linwood

My basic issue is a client request to change agent notifications to work differently. I think my only option is to turn them off and use event notifications, but before heading in that direction would appreciate confirmation if my understanding is correct. What I THINK that Agent Notifications do: -...

Linwood

Since the above is a bit rambling let me be more clear. From my mind the most desirable approach (and what I've used in other Radius/LDAP environments) is: A few local accounts for emergency access, rarely used, known only to a trusted few (who if terminated require explicit deletion in all systems)...

Linwood

Call me OCD, but before I deploy a system with network authentication, I just want to understand all the failure modes thoroughly. The normal scenario I've seen with AD (LDAP) is that management depends on inactivating accounts in LDAP being effective to turn off access to any number of remote syste...

Linwood

I have been experimenting and I think I know how this works, but would appreciate confirmation. Scenario: Using LDAP for authentication and account sync as primary, followed by local database. LDAP has a "die" option available, which I think means "if the LDAP connection is not availa...

Linwood

I hope this is considered relevant and not hijacking this thread, but... To my knowledge (1) and (2) are right, not sure the rest are but it seems consistent with my experimentation to tell how this works. But... who gets the notifications? For (1) if the ticket is locked, only that user? For (2) an...

Linwood

Possible other places to check that aren't OTRS required but you may have.... If your templates, etc., did not all consistently use the <OTRS_CONFIG_FQDN> as their location, e.g. in signatures if people have hard coded a domain. If you use a local email server and have done so by including the host ...

Linwood

yes, this is by design. You should neve be able to use this function to knwo which users are configgured for the system, so it is a security feature. Fair enough. I may change the wording a bit, something like "If your account is on file an email has been sent", to at least slightly unmud...

Linwood

Here is what I ended up doing in case it is helpful toothers. First, I set up postfix on the machine, and set it to be an email sink, as described here: http://wiki.otterhub.org/index.php?title=Creating_Dummy_Email_Addresses_for_non-Email_Users I elected to set the regular expression for mail in thi...

Linwood

When I do a password recovery for a customer-user from the login screen it works. But when I do a password recovery making up an email that is not in the database -- it SAYS it sent the email, giving no overt indication it did not have a record of that customer. The log file shows no action taken (s...

Linwood

I had four up and was working on something similar. Here are the options I see at the top for select ticket:

Select.jpg

Left me even more confused as to the difference in "Last changed" and "changed". I did not knowingly do anything to turn these on. I am on 4.0.6.

Linwood

Postmaster Filter X-OTRS-Ignore = 1 Right, I saw that, I see lots of things I can do in postfix rewrite rules. Unless I am missing the point, though, I am wondering about the implications. This lets you just ignore them. Ignore means they are lost. Have people found that ignoring bounces is best (a...

Linwood

Is there a good discussion somewhere of approaches to handling bounced emails? I am not talking about misconfigured OTRS bounces, but rather bounces that originate from outside sources, whether customers or (less likely) agents. These may be real (customer changes email address and did not tell us),...

Linwood

Actually I just ended up hard coding style overrides in the div and input statements I needed to change; bad practice really if there are ever skins for other media. I found postings on deleting the css cache and turning off the css loader but neither made a difference, I just don't think the /custo...

Linwood

Unfortunately, no, there hasn't (as far as I can tell) been a way to have a user self-update his demographics. Thanks. Knowing the absence is very helpful, keeps me from endlessly looking. ...but even in a municipality, it seems somewhat reasonable (?) that the customer information would be of a pu...

Linwood

The available fields are in the CustomerUser Map, which is default in Defaults.pm. To add "State", you'll need to alter the database to include that field, then add State to the Map (Copy from Defaults.pm to Config.pm and modify there.) Yeah, I have that. Sorry, that was probably a tangen...

Linwood

No one? I noticed the default setup lacks "state" but has "zip", strangely us-centric without being complete, so obviously people are intended to customize the actual fields. And that appears pretty straightforward. But customizing the CustomerLogin.tt is strangely difficult. It ...

Linwood

It is probably obvious to those more familiar, but on the hope it might help someone else, here is what I did to resolve this. 1) Created a separate theme (here VRP) 2) Copied in AdminCustomerUser.tt to that theme. 3) Made these changes in that file: diff -s /opt/otrs/Kernel/Output/HTML/VRP/AdminCus...

Linwood

A couple suggestions: As mentioned, make sure exchange is listening. If you are a powershell user, on the exchange server, do something like Get-ImapSettings | format-list You can also use netstat -a from a dos command line to ensure it is listening on the same port you are using. Make sure you know...

Linwood

crythias wrote:javascript. Basically, on blur of login, set the other fields.

Thanks. Now what I was hopping, but better than wondering what I was missing.

Linwood

We have no companies (Customers), and want eahc Customer_user to be unique. By default a new Customer User logging in creates an account with the login, customerid and email all the same. How could we force that throughout? Preferably either making the other fields read-only or hidden, but that's no...

Linwood

by webroot you mean document root right? So in my case /opt/otrs/var/httpd/htdocs. Do I get it right? It doesn't seem to work for me, despite an apache restart and clearing browser cache I'm not the person who posted that, but I think the intent there was in (for example) /var/www/html or whereever...

Linwood

I fell like I am swimming up stream a bit, so maybe I am approaching this incorrectly. I am implementing this for a municipality, so their customer base is ever changing and large (meaning the vast majority of the tickets are a first-time ticket for a customer-user). It is easy to capture customer-u...

Linwood

It's your environment, you should do what you want. Of course, but understanding why a system was designed a particular way is helpful to gaining insight; thanks for humoring the question. Besides which, I almost never use those options, and especially not Customer User, because the fuzzy search wo...

Linwood

This is more of a "why not" question than "how", at least I think so. New to OTRS so trying to make sure I understand correctly, and any help appreciated. On the Agent Phone ticket screen (as well as email) there is effectively a lookup/add screen for customer-user that can come ...

Linwood

I just replaced index.html in the default location for the default web site to be this: <html> <head> <meta HTTP-EQUIV="REFRESH" content="0; url=/otrs/customer.pl"> </head> <body>Redirecting...</body> </html> Is there a better or more appropriate way? The agent web site already r...

Linwood

It's really a training issue. If you assume that nobody has email address, then work from that angle. It's a bit tough to get software to make a human change behavior patterns. I get it. The main goal was to make sure I didn't miss something, like a setting that makes email optional and changes sys...

Linwood

No email, no sms, and ... what? How are you going to communicate? Phone? snail mail? This is for government, so they have to be prepared for anything -- the person might only do telephone, or snail mail. They might be handicapped and require some special communications. Governments don't have the a...

Linwood

I've searched but it is a bit hard to find "no email" reliably, so apologies if this is well discussed elsewhere... It would appear a basic design function of otrs is that all customer-users will have email. It is most importantly built in otherwise very helpful automation, such as email r...

Linwood

crythias wrote:For anyone else who reads this, please note that SSO does work...

My apologies for suggesting otherwise, fairly new to unix, and I see at least two techniques to permit the apache server to do so. Sorry for the diversion.

Linwood

Is there any way to make this work with the UserSyncRolesDefinition , so that it can find membership based on nested group. Using the AlwaysFilter would seem to apply to finding the user, not the implicit search for membership in the list of groups/roles, at least I can't seem to make it work that w...

Linwood

Sigh.... it's the simple things that get you. My problem turned out to be a typo. I had Domain Admins listed as 'CN=Domain Admins,OU=Users,DC=THEDOMAIN,DC=local' But users is a container: 'CN=Domain Admins,CN=Users,DC=THEDOMAIN,DC=local' I guess the error message makes sense now that I can the cause...

Linwood

For the moment, I have a "Can't connect to exchange.mycompany.com" error. Probably nothing dealing with OTRS configuration. I am looking around and so does my server admin. again, sorry if obvious, but if from the OTRS machine you use telnet: telnet mailservername-or-ip 110 You should get...

Linwood

I just did this but am a bit unfamiliar with OTRS, so apologies if it is obvious... You need to first make a decision whether you are going to run a mail server on the OTRS box itself. IMO the simplest solution is not to, and let your exchange server house the OTRS mailbox(s), use POP3 (perhaps with...

Linwood

No one? Is there more info I can provide?

I'm just lost -- everything seems right, LDAP generally working, it's like I'm just missing something for the group search.

Linwood

Is this SUPPOSED to work? Yes. And it works very nicely when it does. http://forums.otterhub.org/viewtopic.php?t=15422 That starts off with the apache server joining the AD domain, and so is consistent. To the OP, is that how you set it up? But thanks for that pointer, I may well go down that path ...

Linwood

Note that you can limit POP3/IMAP4 access per user in Exchange. You can limit access but the port is still open. Do you by chance know if it is possible to create a separate receive connector (or whatever the right term is) that has POP3 enabled, but only for a specific IP address (when the default...

Linwood

I'm very new to OTRS so take this with a grain of salt, a large boulder of salt perhaps but... Is this SUPPOSED to work? Specifically that the credentials are automatically passed and logged in (I'm assuming that is what you really want to work) In the days I spent on delegation on windows, web serv...

Linwood

I am new to OTRS so take this with a grain of salt, but having just gone through that, the only solutions I found to the same question were imap, pop3, or set up a mail server on the OTRS server (e.g. postfix) and route the specific mail OTRS uses there via exchange (I haven't looked at the details,...

Linwood

Running 4.0.5 on Ubuntu 14.01 LTS, against Windows 2008R2 AD, and trying to do Agent authentication (working fine) and initial sync (mostly OK), including roles (not working). I'm getting this in the log: Feb 18 22:49:17 rpvh-servicedesk OTRS-CGI-37[1217]: [Notice][Kernel::System::Auth::LDAP::Auth] ...

Linwood

Thank you, that helped. I had not realized that the changes made in the ZZZAuto.pm file, that should be helpful in rebuilding.

No general OTRS guidelines for security beyond "do what you would normally do for apache"?

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