Znuny and ((OTRS)) Community Edition

ugob

Ok, thanks,

ugob

Ok, my need is to be able to change an admin setting automatically. We are two persons managing one OTRS queue. To make sure we receive all replies, we have created a Generic Agent tasks that puts person1 as owner and person2 as responsible upon TicketCreate. To spread the load, we have determined t...

ugob

Hi,

Is it possible for the Generic Agent to execute SQL statements on the OTRS DB?
Thanks,

ugob

Ok, so in my case I could set: Match => To: app1support@domain.com Set => X-OTRS-Ignore: yes This would send the reject message defined in PostMaster::PreFilterModule::NewTicketReject::Body to the sender and not create any ticket, right? I suppose I can use regex in the "Match" section so ...

ugob

Thanks a lot for your quick response. The answer provided are interesting but are mostly the part that I knew. The part that is unknown to me is how to prevent someone to create a new ticket by email, while still allow email communication for the rest of the the life of the ticket (Disallow "Ti...

ugob

Hi,

I'd like to know if that is possible:

We'd like to create our own web form for ticket creation, that will create a special email with all the headers we need and send it to OTRS. We would still want to be able to have follow-ups by email, but not creation by email, is that possible?

Thanks,

ugob

Hi, We used to have a local IMAP server, but now that we are on Exchange Online, we have to pay for each mailbox for OTRS. Is there a way to use one mailbox (that has multiple smtp addresses/aliases) for OTRS? When I tried there was the problem that when someone replied to a message sent to a queue ...

ugob

Thanks a lot!

ugob

Hi,
Is your DB server running locally? Is it on SSDs?

I suggest that you follow the steps mentioned here and put the results here: http://perfdiag.lubik.ca

ugob

Hi, As stated in the title, I'd like to know the difference between the move and move_into permissions. Here's the context: We have two queues for support: Level 1 and Level 2. Agents responsible for Level 1 are rw in Level 1, but should be able to view, add notes in Level 2 queue, but also move a t...

ugob

Do you mean that you need to be owner/responsiable or have the rights to do so? Isn't there any organization that has dispatchers that must not be able to answer to the client and only dispatch the tickets to the right queue, or set owners?

ugob

Hi, For one application, we have 2 queues: App1 - Level 1 App1 - Level 2 I have a user that must be able to this in the Level 1 queue: See tickets Write notes Move tickets to Level 2 queue This user's permissions in level 2 queue should be everything. The move_into permission doesn't seem to be work...

ugob

Hi, Some of our agents must be able to create tickets through the agent interface, but for queues that they don't manage. When they create such a ticket (through phone ticket or ticket split), if they don't specify the owner, they automatically become the owner, which doesn't make sense. When they u...

ugob

Ok, but what if the business need is to implement something that corresponds to my definition of a SPOC? That is what the business units are asking for here.

Thanks,

ugob

Hi, We're using OTRS 3.3 (about to upgrade to 5) and we're trying to find the best way to work with OTRS in a context of SPOC (Single Point of Contact). This means that the ticket is received by a level 1 person and this person is the only person that is allowed to communicate with the client (reque...

ugob

I think I found the solution:

I followed this post: viewtopic.php?t=7303#p28736 and added this in my Params section:

Code: Select all

            DestCharset => 'utf-8',
            SourceCharset => 'utf-8',

ugob

The accents are also not displayed correctly on a reply.

ugob

Thanks a lot for your solution!

ugob

jojo wrote:yes, use utf8 in your configuration...

Questions: is OTRS set to utf8

$Self->{'DefaultCharset'} = 'utf-8';

jojo wrote:is the LDAP set to utf8

How would I check that?

jojo wrote:is there any characterset conversion switched on in LDAP configuration of OTRS

I don't think so, how would I check that?

ugob

Hi, We use an external backend for customer which is LDAP (AD). It has been working well for ages, except that the accentuated characters don't display correctly. I waited before posting to see if it would be fixed in version 5 but it isn't... The accents are not displayed correctly in the "Cus...

ugob

We configured he Postmaster Filter solution and it looks like it is working.

ugob

Could I do that by changing my posmaster filters? I currently have 6 postmaster filters, each of one looking for a specific string in the body (SLA: 1, SLA: 2, ect.). Could I add another postmaster filter stating that if the body doesn't contain "SLA: ", set SLA to 5?

ugob

It wouldn't work because I can't filter tickets based on the fact that they don't have an SLA. If I don't select anything in the SLA part of the filter section, it will just ignore the SLA in its selection process.

ugob

Hi, We're currently using a Postmaster Filter to set the SLA (and service) on tickets received by e-mail. We're using an Outlook add-on that adds specific text with the SLA (SLA=5, for example) at the bottom of the message body, so the Postmaster Filter simply sets the OTRS for service (we only have...

ugob

It worked, thanks!

ugob

Ok so I must simply suffix all my LDAP Customer::AuthModule directives with a 1 so that the directives from Default.pm apply?

Thanks,

ugob

Defaults.pm provides CustomerUser (no index) for DB. and it shouldn't be changed. If your Config.pm provides CustomerUser, it "wins" Im my case, Config.pm only provides CustomerUser1, so my Defaults.pm config is still valid right? If you need another CustomerUser, provide it as CustomerUs...

ugob

crythias wrote:yes, multiple config entries in Config.pm with different appended index values.

I have multiple "CustomerUser" entries, one coming from Defaults.pm (CustomerUser, OTRS DB) and the other in Config.pm (CustomerUser1, LDAP).

Did you mean multiple CustomerUser entries or something else?

ugob

I'm sending you my Config.pm by PM. Can you please have a look?

ugob

Oh, I don't know how we proceeded to enable the LDAP auth for customer. It was something like 5 years ago. Is there still a way to make it work how we'd like it to? All I can say is that I didn't use the web interface in the current configuration change (single LDAP customer auth to multiple auth (L...

ugob

No, I didn't use the web interface at all for this configuration.

ugob

I can only choose either DB or LDAP:

otrs_DB_or_LDAP.png

What I would like is that a customer is authenticated against one method, and if it doesn't work, it is authenticated against the second method.

ugob

Hi, We currently use only LDAP for Customer User backend (information+authentication). It works but we now need to be able to add users manually (that can't be added to our LDAP (AD) service), so we need to add a Customer User local backend (OTRS DB). My current config uses $Self->{CustomerUser} = {...

ugob

Nevermind, I can see it in the Dashboard and I didn't have to enable anything in Sysconfig. Is that normal?

ugob

I tried it, but it didn't work, replied to your dashlet post.

ugob

I'll check the history of a ticket to see what were the conditions. I'll provide the information soon. Thanks,

ugob

Thanks for your answer.

We do have a workaround: create a favorite in our browser. Why is it like that? Isn't there a parameter to allow it to display all queues (in "My Queues") and one that has no unlocked tickets would simply shown as "Queue (0)"?

ugob

Ok, I found that Ticket -> Frontend::Agent Ticket::Frontend::PendingDiffTime determines the default delay for a pending reminder.

It leaves the other question...

ugob

Hi,

In queue view, we only see queues with unlocked tickets. All other
queues are locked. We often want to see all tickets in a queue, but we
need to have a shortcut to do so and it is a pain. Is there another
way? Is there a way to show queues with 0 unlocked tickets?

Thanks,

ugob

Hi,

How can we set the default reminder delay (5 days I think). Also, is it normal that I often get situations where I get a follow-up and I get a reminder in the same minute after?

Thanks,

ugob

I found them on page to of the Dynamic Fields section. Not too proud of myself...

ugob

I checked into Ticket::Frontend::AgentTicketFreeText###DynamicField because I configured this section to allow me to change TicketFreeTime1 and it is still there. I added TicketFreeTime1 and TicketFreeTime2 to Ticket::Frontend::AgentTicketZoom###DynamicField and they are now displayed. To me, it loo...

ugob

So there should be 2 Dynamic fields of type "Time/Date" there? I think my upgrade process is right, I followed OTRS' docs and got no errors.

ugob

Hi, I'm in the process of testing an upgrade to get the to latest version. I am currently running 3.0.13 and I have replicated that setup on a test server, I then upgraded to 3.1.21 following the documentation. Everything went fine, but I can't find the freetime fields that I used to use in my ticke...

ugob

I found it, Exchange changed the format for IMAP/POP in SP3.

http://technet.microsoft.com/en-us/libr ... g.80).aspx

ugob

Hi, We're running OTRS 3.0.13 (I know, gotta upgrade). It looks like since we applied SP3 to our Exchange 2007 server, there is some html/xml code in the <OTRS_CUSTOMER_EMAIL> variable in the auto response that is sent on the creation of a new ticket. Example: Before: Hi, Thanks for your request, a ...

ugob

Hi, On my 3.0.13 system, we sometime get reminders like 30 or 45 minutes after the creation of a ticket (which was untouched since creation). Anyone else seeing that? We usually get the reminder after the default reminder time (5 days?). What field should I look for in the DB for reminder time? Than...

ugob

ugob

What software do you use to run cronjobs on Windows?

ugob

Ticket::Frontend::CustomerTicketMessage###SLA

I think it is intimately linked to Ticket::Frontend::CustomerTicketMessage###Service

hth

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