Znuny and ((OTRS)) Community Edition

ipguy

Hi All

I'm not sure how to refer to it but i'm looking to create a new Collection of tickets in the dashboard much like the New Tickets / Open Tickets sections on the dashboard.

Is this possible ?

ipguy

sure, thats where i'm adding the setting but it's not working...
do you use this feature ?

ipguy

this is done in the sysconfig. Do you use OTRS 3.3.? yes, i have 3.3.7 do i need to do anything in "Core::PostMaster" or "PostMaster Filter Management" If i drop this into Config.pm i keep getting a server error, so am obviously not doing something right... does it need to go in...

ipguy

Hi gissberg Did you manage to get this to work ? I'm trying to do the same thing but I'm having a lot of problem setting it up, do we need to include the below in Config.pm ? # Job Name: ExternalNumber # External Ticket Number Reconition, check for Incident-<number> in incoming mails subject and # b...

ipguy

The use case is rather simple. We have OTRS as our helpdesk and our clients email directly to a support address, this works well, all followup tickets are correctly identified and are merged to the original ticket. We, our company, also email into other support helpdesks that in turn open tickets fo...

ipguy

crythias, is this actually available with 3.3 ?

ipguy

thanks crythias
just looking at 3.3 now and don;t see how this is possible out of the box

ipguy

hi all

is there any way to get OTRS to merge tickets from other helpdesk systems if the tickets mention a case/ticket number in the subject ?

ipguy

i'm not sure this does what I need. What I need is a feature that will recognise a external ticket and merge the external tickets to the first ticket received by OTRS for the same external ticket number instead of OTRS opening a new ticket with each new external ticket with the same ticket number. e...

ipguy

kalyana1315 wrote:
ipguy wrote:HI all

Is there any alternative to the "External Ticket Number Recognition" for the OSS version of OTRS ?

use External ticket number in dynamic field option . using filter option recognition number and set as dynamic value.

do you have a howto ?

ipguy

HI all

Is there any alternative to the "External Ticket Number Recognition" for the OSS version of OTRS ?

ipguy

You can't do this with the PostMast filter editor in the Admin area. You have to create a Perl module that acts as a PostMaster filter: # -- # Kernel/System/PostMaster/Filter/FindDuplicates.pm - the global PostMaster module for OTRS # Copyright (C) 2011 perl-services.de, http://perl-services.de/ # ...

ipguy

Wolfgangf wrote:take a look at a regexp docu / regexp tester and you'll see the differenc

hi

sorry this might be a silly question but where is the documentation/tester located ?

ipguy

Wolfgangf wrote:it should work with a postmaster filter, but don't forget, OTRS is treating the search pattern as a regular expression
and *@domain.com is differnet to .*@domain.com

will *@domain.com not catch all addresses from domain.com ?

ipguy

hi all I thought this was going to be easy but the client is not getting the autoreply. I've setup the "Queue" and the "Auto Response <-> Queues" parts I also setup a postmaster filter: Filter Condition Header 1: From : *@domain.com Set Email Headers X-OTRS-Queue: queue1 Unfortun...

ipguy

crythias wrote:Well, yeah, if you trust the voodoo to do it for you .. but will they all look for the ticket number.

the voodoo defiantly does not work in this case

ipguy

crythias wrote:no. That's why it's important to include the ticket number.

well thats not true !
see:
PostmasterFollowUpSearchInReferences
PostmasterFollowUpSearchInBody
PostmasterFollowUpSearchInAttachment
PostmasterFollowUpSearchInRaw

ipguy

hi all

Is there any way to get OTRS to identify a ticket as a followup if the subject bas been "sightly modified"
e.g

original ticket subject = "critical error"
followup ticket subject = "comment added: critical error"

ipguy

had any success with this ?

ipguy

jojo wrote:set the caching times for the dashlets lower (via sysconfig)

i've had a poke around but to be honest I'm not finding anything, can you be more specific. ?

ipguy

elaborate please

ipguy

hi all

is there any way to force tickets to close immediately after specifying that the ticket is closed ?
some of our agents are geting confused with the behaviour of a ticket not immediately disappearing from the queue when it's closed.
is there any solution to this problem ?

ipguy

Use http://directory.apache.org/studio/ to confirm all LDAP paths

ipguy

Check yours against mine: $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = 'ad.company.net'; $Self->{'AuthModule::LDAP::BaseDN'} = 'dc=company,dc=net'; $Self->{'AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,o...

ipguy

jojo wrote:is the mailadress esupport@ assigned to this queue?

yes, the system address is esupport@ for the queue

ipguy

jojo wrote:Please post a screenshot of your s/mime admin screen

sure thing, attached

ipguy

jojo wrote:does the private key belong to the email address assigned to the queue?

thats the issue, i can't assign it to the queue, it's not available in the dropdown

ipguy

hi all

after setting up all the s/mime stuff in the admin console (yes it's enabled) and importing the cert/key I still do not have the options to select a key for my queue.
nothing is available under the dropdown box

any suggestions ?

ipguy

Hi All

I'm not able to change permissions of any user as admin.
WHen i try to apply the permissions, they do not stick, all permissions are set to on, checked, for all users.
Any suggestions ?

ipguy

Hi, i can't change the relationship between users and groups. This is the apache log file: -e: Argument "" isn't numeric in numeric eq (==) at /opt/otrs//Kernel/Modules/AdminUserGroup.pm line 138 I've the otrs-3.0.7-01.noarch.rpm on Centos 5.6. Thanks, Kappa. Hi Did you resolve this issue...

ipguy

Hi All "Example 11.7. Authenticate agents against an LDAP backend" in the OTRS Admin manual outlines some example code to setup Agent LDAP authentication. Can someone please explain to me where this code needs to me added ? # This is an example configuration for an LDAP auth. backend. # (M...

ipguy

jojo wrote:PostmasterFollowUpSearchInReferences

Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject.

perfect !!!! thanks !

ipguy

jojo wrote:Yes you can via Core::Postmaster in Sysconfig
Please do not open 2 tasks for the same question here!

apologies, won;t happen again
though, after looking, i'm not sure how I would do that in Core::Postmaster, can you please elaborate ?

ipguy

Hi all Is it possibly to automatically merge open tickets with the same "Message-ID" mail header ?. As an example, if i have 2, or more, open tickets with the same Message-ID: "Message-ID: <190E4DCF8542814D91C39A75A0802E673D6B69EE@EXCHANGE03.mail.com>" Can I create a filter, or s...

ipguy

Hi all Is it possibly to automatically merge open tickets with the same "Message-ID" mail header ?. As an example, if i have 2, or more, open tickets with the same Message-ID: "Message-ID: <190E4DCF8542814D91C39A75A0802E673D6B69EE@EXCHANGE03.mail.com>" Can I create a filter, or s...

ipguy

crythias wrote:no

On the one hand, no account gets created with a ticket. The customer_id by default is the email address, not the domain.
The ticket, however, gets tagged with the username and customer_id (email) of the sender.

thanks for your reply crythias

ipguy

Hi I have a simple requirement for a helpdesk system, can someone advise if OTRS is able to assist with the below scenario. 1) userA@companyA.com emails the helpdesk, userA's OTRS account is automatically created by OTRS 2) userB@companyA.com emails the helpdesk, userB's OTRS account is automaticall...

ipguy

jojo wrote:SSL is only availble from version 2.4.x

thanks jojo, upgraded to 2.4.7 and working well...

ipguy

hi all

i'm having an issue with closing tickets.

random tickets refuse to be removed from the dashboard --> "Open Tickets/Need to be answered" view even though they have been closed and there status is marked as closed under the tickets status section.

anyone have any suggestions ?

ipguy

hi all just setup otrs 2.3.4 on an ubuntu server all modules are installed as per the /usr/share/otrs/bin/otrs.checkModules check o CGI............................ok (v3.29) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1...

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