Znuny Open Source Ticketsystem

peter_sk

Thanks Mike, it worked!

peter_sk

Hi!

I try to install the OTRS 3.0 on my Fedora 12., but getting the error:

error: Failed dependencies:
perl-TimeDate is needed by otrs-3.0.1-01.noarch

The TimeDate IS installed:

>instmodsh
cmd? l
Installed modules are:
Apache::DBI
Authen::SASL
Convert::ASN1
Net::LDAP
Perl
Template ...

peter_sk

Hi!

We're using ITSM Configuration Management 2.0.3 on OTRS 2.4.7. We are storing info about hardware, software, contracts, etc in there.

Here is my question: how can I create reports on my CIs? I would like for example to have a list of CIs, with specific fields, that are important to me. There ...

peter_sk

Hi,

I tried to find the freetext definitions in database, but no luck...
Maybe someone else can help here?

peter_sk

You can configure up to 16 fields (FreeText1 to FreeText16)
There are 2 steps to configure them.

Step 1: configuration of fields
Go to: Sysconfig -> Ticket -> Core::TicketFreeText:

For each field there are 5 Parameters:

1. TicketFreeKey1 - the name of the field, which can also be multiple ...

peter_sk

Thank you for quick answer!

I'm just wondering.... do you have this in implementation roadmap?
This is realy something, that would make CMDB very usefull. CI's are also items like documentation, software licenses, contracts, ... It would be very nice to have a possibility to attach hard copy of ...

peter_sk

Hi all!

I'd really need to attach files to CI's in Config item section of OTRS - ITSM. Is this possible?
There is no such field definition in predefined Config item classes...

Thanks!

peter_sk

Hi!

If somebody can give me a hint, how to display some additional info about customer on Ticket view?

What I have now is: customerID, Name, Last name, login and telephone number.
In AD, I have some important info in Company field on Organization tab (WIN 2008). I would like to show this info in ...

peter_sk

Which "button" do you miss in your installation?

peter_sk

I think there is a bug opened on this. See: http://forums.otrs.org/viewtopic.php?f=61&t=5606

peter_sk

Create Notification (Event), not just Notification.

Peter

peter_sk

You have to configure Notification (Event) if you want your customer to receive e-mail.

Peter

peter_sk

Did you setup the PostMaster mail account? It seems to me, that you didn't.

Peter

peter_sk

If I'm not mistaken, the states of CIs are not ment for live monitoring. It is just a tool to get info on relationships between CIs.
It would be great for example, if the system would set the state of a CI automatically, when for example a new incident ticket for this CI is generated.

Regards
Peter

peter_sk

Hi!

Answers:

1) We currently have 4 support agents and 200 customers, whats the best practice to allocate tickets to our support agents? Via seperate Queues? Or Change the ticket owner? My intentions is to have all tickets coming in on the one queue and then one person assignes the ticket to the ...

peter_sk

I'd suggest you, to hire an IT expert, who would do installation for you.

peter_sk

Try:
username: root@localhost
password: root

Peter

peter_sk

Hi guys.... just to let you know: I solved this issue.

diconnect command doesn't work on perl.LDAP 0.20. I installed version 0.39 and it works just fine!

Peter

peter_sk

Hi!

I've installed and used the OTRS system on Windows 2003 maschine. LDAP integration worked fine form day one.
I tested then the performance on linux box and... VAU, I decided to migrate to linux (Fedora 11).

But.....

LDAP integration does not work. I coppied the Config.pm file from windows box ...

peter_sk

1. First, go to Sysconfig -> Ticket -> Core::TicketFreeText
Define the TicketFreeKey1 This is the name of the field, you want to add.
Define TicketFreeText1 - add values for this field
There are some extra options, like default selection etc.. if you want them OK, but not needed.

2. Go to ...

peter_sk

jojo wrote:thats an issue of your Mail Client

I'm sorry, but I can not agree with you.
I have the same problem and I just tried a different mail client. The attachment is still there.
Some users even report an Outlook crash when opening this attachment.

Peter

peter_sk

I think, you can configure this option in Queue setup:

Peter

peter_sk

@crythias
When I click on System Log I find nothing there is no information as if it's empty.....is this right?

I'm sure, there sould be something in the log file, when systems sends an e-mail. For example:

[Fri Aug 6 07:54:11 2010][Notice][Kernel::System::Ticket::TicketCreate] New Ticket ...

peter_sk

Correct! Everything is the same! The only difference is in operating system you're using. On your notebook there's desktop version (example: Windows XP), on the server you'll have server version of OS (Windows 2003 Server).
I don't know if you are on windows or linux...

One hint maybe: I installed ...

peter_sk

You're welcome.

peter_sk

Sysconfig -> Ticket:
Frontend::Agent::Ticket::ViewNote

Set the Ticket::Frontend::AgentTicketNote###State: to YES
Define the possible states in: Ticket::Frontend::AgentTicketNote###StateType:

Peter

peter_sk

Hi,

everything is the same, as you did on your notebook. You can even let users access to your instance of OTRS (on your notebook), if you just put your notebook's IP and name in your company's DNS server. Then your users can acces OTRS with web browser on: http://maschinename.domain.com/otrs/index ...

peter_sk

I'm just guesing... does it have something to do with this: http://forums.otrs.org/viewtopic.php?f=62&t=5266

Peter

peter_sk

I think, you should enable what tickets are viewable. Like this:

If somebody else is looking for this solution. There is a setting in Sysconfig , under Ticket -> Core::Ticket . Just add a 'lock' value under Ticket::ViewableLocks , and everyone can see all the tickets in queue view, of course for ...

peter_sk

Did I get this right? You are using IIS6 instead of Apache?

Can you put a guide together and publish it on the forum?

Thanks.

peter_sk

For number 2: try with Generic agent.

peter_sk

Yes, I checked the log...... stupid me.... I tried to login with a user, that doesn't exist in AD...

So, that is solved

peter_sk

My System logs shows nothing at all...I suspect it's a problem with my Sendemail settings..could it be?...if YES how should I configure this

On my SysConfig>Core::Sendmail......I have the default settings.......

If the system log doesn't show nothing at all, then I don't think you have a ...

peter_sk

Don't know about solution like you want, but I'm having 2 virtual maschines for environment like this....
It is especialy practical for test server... at any time, you can have a test server, which is identical to production( just copy a production virtual server).

peter_sk

Check the Auto response <-> Queue settings. You should map the queue and a response.

peter_sk

How did you set up CustomerAuth in Config.pm?

The configuration is the same as Auth...

$Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self->{'Customer::AuthModule::LDAP::Host'} = 'dc.domain.com';
$Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=container, dc ...

peter_sk

Hi!

I'm having some truble with LDAP login. Agent frontend works perfectly, when I add agents from AD database, but my customers are not able to login to customer frontend. Am I missing something? Do I have to add customer users also? I find all of them in the Customer part of OTRS admin.

peter_sk

To be honest... I don't think these permissions work as they should (or as I understand them).

Please someone correct me, if I'm wrong! Please explain the philosophy behind that.

peter_sk

Do you see a "Config Item" icon at the top? If not, go to Admin area and then to Users <-> Groups and define yourself permisions to group "itsm-configitem".

peter_sk

As I can see, you'd like to create a workflow. I'm not sure OTRS is what you need... but, you can have a scenario like this also.

Bob creates a ticket and then passes it to David. David does, whatever he does and passes a ticket to Nima, etc.... This can be done with ownership or Responsible ...

peter_sk

As addition to Crythias, closed tickets are also not shown in myqueue. Also locked tickets are not present there, unless they are locked on current user.This is by default of course.

peter_sk

In SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewOwner , check the parameter: Ticket::Frontend::AgentTicketOwner###State:
It should be enabled and set to YES . (as far as I remember this is disabled by default)

The next two fields within the same config area define:
Ticket::Frontend ...

peter_sk

TicketStateUpdate in Notification (Event) does indeed allow you to choose what to do when a ticket state is open (or closed...)

In the sysconfig, Config Options: Ticket -> Core::PostMaster

PostmasterFollowUpStateClosed:
The state if a ticket got a follow-up and the ticket was already closed ...

peter_sk

Hi!

I would like to send a notification to a customer, when she or he re-opens a closed ticked (for example replies on e-mail, after ticket is closed).
Any idea how to configure Notification (Event) to do this?

State update is not an option, because the same event happens when new ticket is ...

peter_sk

I also fooled around with these character sets, but found out, that utf-8 works OK in all situations.

Are you sure this is not a client issue?

peter_sk

If somebody else is looking for this solution. There is a setting in Sysconfig , under Ticket -> Core::Ticket . Just add a 'lock' value under Ticket::ViewableLocks , and everyone can see all the tickets in queue view, of course for the queue with permissions...

http://i705.photobucket.com/albums ...

peter_sk

Hi!

OTRS automatically locks the ticket, when you change the owner. It locks it to new owner. Is there a way, to disable this feature?
Or maybe, how to set up the system, so that also locked tickets are shown in queue view? I know you can do this with Search function, but I'd like to display all ...

peter_sk

You can set up as many different POP/IMAP accounts in OTRS as you wish for incoming messeges (mailboxes), but only one SMTP server is required, which is enough for sending mails.

Hi Peter,

that last statement is not necessarily true. More and more SMTP servers will only want to relay mail for ...

peter_sk

e-mail address and its account (incoming mail account) is one thing. SMTP account is another. Don't mix these two.
Some SMTP servers (SMTP server is service for sending messages) require logon to send a message, some don't. Google for example, uses the same account information for sending and ...

peter_sk

Hi!

I have a problem with my OTRS instalation. It is a 2.4.7 with ITSM 2.0.2 on Windows 2003 Server box.

Every time, I click something in SysConfig area, the proc on the server is fully busy (100%) with perl process for almost half a minute, sometimes even more. It takes a long long time to ...

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