[otrs] SystemMonitoring Problems

2016-01-21 Thread Rob Shears 
Folks

So I have system monitoring installed but I cannot get it to acknowledge alerts 
on the Nagios side, which I need to be over HTTP.

I have updated the configurations for system monitoring to include the 
DynamicField_ addition to the free text fields.
I have updated the regex to capture the necessary service/server data, and 
confirmed that these are captured and recorded in the DB.
I have updated the URL for Nagios server.
I have updated the trigger to TicketOwnerUpdate, rather than TicketLockUpdate.

When I update the owner on a ticket, the system doesn't even seem to try to 
acknowledge the alert.  I don't see anything in the system log.  I don't see 
anything in the httpd logs (either Nagios or OTRS servers), I don't see any 
errors.


OTRS : 4.0.13
System Monitoring : 4.0.2
KIX4OTRS : 7.0.6
KIX Core : 4.0.5

I'm not sure what information would assist in trouble shooting this issue.  It 
simply seems to not even trigger the 'I should send an acknowledgement to 
Nagios' event.  If I paste the GET command into a web browser with a session 
authenticated to the Nagios server with the OTRS user/pass, it successfully 
processes the acknowledgement, so I think once I can work out why it isn't 
triggering, it should be good to go!

Any direction or guidance would be great.

Cheers


Rob.

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[otrs] test regex internal

2015-12-04 Thread Rob Shears 
Testing again..

Should actually pull me as an agent.

[Phonovation Logo]<http://www.phonovation.com/>

Rob Shears | Systems Designer
Phonovation Ltd. 8 Clarinda Park North | Dun Laoghaire | Co. Dublin | Ireland
Company Reg No. 127108 | VAT no. IE4818845D
Email: r...@phonovation.com<mailto:r...@phonovation.com>
Web: www.phonovation.com<http://www.phonovation.com>
Phone: +353 1 284 30 11
Fax: +353 1 284 32 23

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Re: [otrs] test regex internal

2015-12-04 Thread Rob Shears 
Well, that message went to the wrong address, sorry list.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rob 
Shears
Sent: 04 December 2015 14:35
To: User questions and discussions about OTRS.
Subject: [otrs] test regex internal

Testing again..

Should actually pull me as an agent.

[Phonovation Logo]<http://www.phonovation.com/>

Rob Shears | Systems Designer
Phonovation Ltd. 8 Clarinda Park North | Dun Laoghaire | Co. Dublin | Ireland
Company Reg No. 127108 | VAT no. IE4818845D
Email: r...@phonovation.com<mailto:r...@phonovation.com>
Web: www.phonovation.com<http://www.phonovation.com>
Phone: +353 1 284 30 11
Fax: +353 1 284 32 23

[http://interactsms.com/staff/social/Facebook.png]<https://www.facebook.com/pages/Phonovation-Ltd/237432239713956>[http://interactsms.com/staff/social/Twitter.png]<https://twitter.com/Phonovation>[http://interactsms.com/staff/social/LinkedIn.png]<http://www.linkedin.com/company/phonovation-ltd>[http://interactsms.com/staff/social/Googleplus.png]<https://plus.google.com/u/1/b/110068098770385861265/110068098770385861265/posts>[http://interactsms.com/staff/social/YouTube.png]<https://www.youtube.com/user/PhonovationLtd>[http://interactsms.com/staff/social/Map.png]<https://goo.gl/maps/JTKmG>[http://interactsms.com/staff/social/Vcard.png]save
 contact<http://interactsms.com/staff/Rob_Shears.vcf>

The information transmitted is intended only for the person or entity to which 
it is addressed and may contain confidential and/or privileged material. 
Statements and opinions expressed in this e-mail may not represent those of 
Phonovation Limited. Any review, retransmission, dissemination or other use of, 
or taking of any action in reliance upon, this information by persons or 
entities other than the intended recipient is prohibited. If you received this 
in error, please contact the sender immediately and delete the material from 
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Re: [otrs] SystemMonitoring

2015-12-03 Thread Rob Shears 
The OTRS logs don't show a thing, they don't even show an attempt to 
acknowledge, so it is an internal OTRS issue.  Didn't know you could increase 
the OTRS logging, I'll look into that.

OTRS doesn't try to acknowledge, so it is not a limitation between OTRS/Nagios 
boxes.  There may very well be a problem there but I'm not up to 
troubleshooting that yet.  ;)

SystemMonitoring was reconfigured to acknowledge on TicketQueueUpdate (Rather 
than TicketLockUpdate) but that made no difference.  No attempt is made to 
acknowledge the alert in either situation, whether I manually perform the 
appropriate action (queue or lock), or whether a generic agent performs the 
action.

Never worked, new system, still in dev.

Cheers


Rob.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of LQ 
Marshall
Sent: 02 December 2015 17:50
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] SystemMonitoring

Nothing in the OTRS log. May want to check the otrs' folders for error_logs, 
increase logging to get something (think that's LogFile).

Could Nagios server/auth be limited by IP? Firewalling (iptables, etc)? Did you 
run the HTTP post from the Nagios server? (Confirming that you checked the 
saved Nagios user/pass in OTRS is correct?)

Is an action being performed on the notification ticket to generate the ack? (I 
think locking monitor ticket will do, not all actions will.)

Has this ever worked? Backed out of changes? Reinstal the package?
LQM

From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears
Sent: Wednesday, December 2, 2015 12:03 PM
To: User questions and discussions about OTRS. 
<otrs@otrs.org<mailto:otrs@otrs.org>>
Subject: Re: [otrs] SystemMonitoring

Yep, Nagios.

Yes, monitoring is enabled (HTTP) via SysConfig and configured.
Nagios certainly supports authenticated HTTP acknowledgement, I'm able to 
acknowledge alerts with the command listed in OTRS via pasting the HTTP request 
into a web browser fine.


Cheers


Rob


From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org] On Behalf Of LQ Marshall
Sent: 02 December 2015 16:40
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] SystemMonitoring

From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears
Sent: Wednesday, December 2, 2015 11:24 AM
To: User questions and discussions about OTRS. 
<otrs@otrs.org<mailto:otrs@otrs.org>>
Subject: [otrs] SystemMonitoring


OTRS 4.0.13
SystemMonitoring 4.0.2

While I keep working away (the acknowledgement doesn't even work from the 
command line but I'll solve that one!), anyone have any ideas on what could be 
going wrong, to cause OTRS to not even attempt the acknowledgement?


Assuming that you are using Nagios for monitoring, by default acknowledgement 
is enabled. Have you enabled? (Don't think other monitors acks are 
supported.???)
Have you enabled and configured acknowledgements in the Sysconfig? It's been a 
while since I've done this but I'd suggest searching for Nagios in the 
sysconfig module.
Depending on where the monitoring service is will determine how 
acknowledgements can be processed. You may need to create a monitoring account 
with appropriate perms for OTRS::SystemMonitoring to process monitoring 
acknowledgements.
LQM
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[otrs] SystemMonitoring

2015-12-02 Thread Rob Shears 
My next challenge is proper configuration of SystemMonitoring.  Hopefully I'm 
not getting something as obvious as my last issue incorrect here.

OTRS 4.0.13
SystemMonitoring 4.0.2

I have the incoming tickets sorting fine.
I am using the post-postmaster filter, as I use a postmaster filter to set some 
variables (X-OTRS-LOOP etc).
I have a GenericAgent Job running to grab the tickets, stick em in a queue and 
set the priorities.
I can file additional alerts to the correct ticket.

I cannot get OTRS to even attempt to acknowledge the alert, no failures, no log 
errors, just no attempt from OTRS at all to send the http acknowledgement.

I adjusted the trigger event in the SystemConfig section to TicketQueueUpdate, 
from TicketLockUpdate, to match our requirements, but there is no difference in 
how OTRS is acting with either.  It simply will not trigger the acknowledgement 
event.

While I keep working away (the acknowledgement doesn't even work from the 
command line but I'll solve that one!), anyone have any ideas on what could be 
going wrong, to cause OTRS to not even attempt the acknowledgement?

Cheers

Rob Shears
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Re: [otrs] SystemMonitoring

2015-12-02 Thread Rob Shears 
Yes, I don’t need generic agents or any postmaster filters other than the 
SystemMonitoring postmaster filter.

I use a generic agent to move the Nagios alerts into a different Queue.
I use the additional postmaster filters to set X-OTRS-LOOP header to prevent 
auto responses.
Both of these functions are working fine and I don’t believe interfere in any 
way with the operation of SystemMonitoring.

The dynamic fields are present and data is properly populated to them in the 
backend.

No CMDB or CI is in place.

Cheers


Rob.


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Leonardo Certuche
Sent: 02 December 2015 16:39
To: User questions and discussions about OTRS.
Subject: Re: [otrs] SystemMonitoring

Hello Rob,

As far as I understand, you don't need generic agent jobs or postmaster filters 
to have this working. Did you create the 3 dynamic fields required for this 
functionality? If you want to keep the default sysconfig entry as it comes, 
those fields must be named TicketFreeText1 for storing the name of the device 
affected, TicketFreeText2 for the name of the service affected and 
ArticleFreeText1 for the state of the event. Then publish those fields on 
AgentTicketZoom so you can actually know their values. Bonus points if the name 
of the device is the same name of one of your configuration items (CI) on the 
CMDB. That way your ticket will be linked with the affected CI and its 
operational state will change.

I know my comment is not related with the acknowledge feature but hopefully 
there is valuable information for you here.


On 2 December 2015 at 11:24, Rob Shears 
<r...@phonovation.com<mailto:r...@phonovation.com>> wrote:
My next challenge is proper configuration of SystemMonitoring.  Hopefully I’m 
not getting something as obvious as my last issue incorrect here.

OTRS 4.0.13
SystemMonitoring 4.0.2

I have the incoming tickets sorting fine.
I am using the post-postmaster filter, as I use a postmaster filter to set some 
variables (X-OTRS-LOOP etc).
I have a GenericAgent Job running to grab the tickets, stick em in a queue and 
set the priorities.
I can file additional alerts to the correct ticket.

I cannot get OTRS to even attempt to acknowledge the alert, no failures, no log 
errors, just no attempt from OTRS at all to send the http acknowledgement.

I adjusted the trigger event in the SystemConfig section to TicketQueueUpdate, 
from TicketLockUpdate, to match our requirements, but there is no difference in 
how OTRS is acting with either.  It simply will not trigger the acknowledgement 
event.

While I keep working away (the acknowledgement doesn’t even work from the 
command line but I’ll solve that one!), anyone have any ideas on what could be 
going wrong, to cause OTRS to not even attempt the acknowledgement?

Cheers

Rob Shears

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Re: [otrs] SystemMonitoring

2015-12-02 Thread Rob Shears 
Yep, Nagios.

Yes, monitoring is enabled (HTTP) via SysConfig and configured.
Nagios certainly supports authenticated HTTP acknowledgement, I'm able to 
acknowledge alerts with the command listed in OTRS via pasting the HTTP request 
into a web browser fine.


Cheers


Rob


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of LQ 
Marshall
Sent: 02 December 2015 16:40
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] SystemMonitoring

From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears
Sent: Wednesday, December 2, 2015 11:24 AM
To: User questions and discussions about OTRS. 
<otrs@otrs.org<mailto:otrs@otrs.org>>
Subject: [otrs] SystemMonitoring


OTRS 4.0.13
SystemMonitoring 4.0.2

While I keep working away (the acknowledgement doesn't even work from the 
command line but I'll solve that one!), anyone have any ideas on what could be 
going wrong, to cause OTRS to not even attempt the acknowledgement?


Assuming that you are using Nagios for monitoring, by default acknowledgement 
is enabled. Have you enabled? (Don't think other monitors acks are 
supported.???)
Have you enabled and configured acknowledgements in the Sysconfig? It's been a 
while since I've done this but I'd suggest searching for Nagios in the 
sysconfig module.
Depending on where the monitoring service is will determine how 
acknowledgements can be processed. You may need to create a monitoring account 
with appropriate perms for OTRS::SystemMonitoring to process monitoring 
acknowledgements.
LQM
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Re: [otrs] Automatic customer configuration

2015-12-02 Thread Rob Shears 
You don't actually need a 'customer user', unless that customer wants to log on 
to the OTRS system itself.  For the purposes of raising a ticket and delivering 
support, the customer really doesn't need to logon and can do it all via email. 
 In this situation, you don't need a customer user stored in the database at 
all.  This means there is no need to create Customer Users at all, let the 
system handle that.

For auto-grabbing the "domain name" as the CustomerID, look into a postmaster 
filter that grabs the domain portion of the FROM email address and assign that 
to X-OTRS-CUSTOMERID email header.  Oh, and I think you have to make sure to 
turn on CustomerCompany in the config file to get this functionality to work 
properly.

Cheers

Rob.

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Edson 
Richter
Sent: 01 December 2015 18:39
To: otrs@otrs.org
Subject: [otrs] Automatic customer configuration

Hi!

We are working in the migration from FreshDesk to OTRS.
One feature in FreshDesk is that Customers are tied to a "domain name" 
(example: @mycustomercompany.com), and then all tickets created from users in 
that domain become users for that customer.

Is that possible in OTRS? How to implement this feature?
I would like to avoid the maintenance required for customer's users.


Thanks for any help,

--
Atenciosamente,

Edson Carlos Ericksson Richter

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Re: [otrs] AutoReply not functioning

2015-12-01 Thread Rob Shears 
And.

"Auto-Reply/New Ticket" is not the correct setting, I instead need to set 
"Auto-Reply"!

I was overlooking something stupidly simple.  Now to go back and rebuild all my 
other configurations.

Rob
(annoyed at wasting 3-4 days bug fixing this)

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rob 
Shears
Sent: 01 December 2015 15:52
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning

I have confirmed I can manually telnet to the SMTP server, submit a message and 
see it delivered, from the command line of the OTRS frontend.
I have confirmed on the mailserver logs that no email is attempted to be sent 
by the OTRS system for a new ticket.
I have confirmed that notifications, alerts, outbound emails etc from the OTRS 
are fully functional, and follow the expected mail flow path.

I have a simple autoresponse (2 lines of text and a subject) configured, type 
"default auto reply/new ticket".
It is allocated to multiple queues as the 'new ticket' option.
I have a mail account, sorting 'by queue', dumping all incoming email into one 
of those queues that are set to auto reply.

To my understanding, that should be all that is required?  I'm not overlooking 
anything simple?

Cheers

Rob.


From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears
Sent: 01 December 2015 15:33
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning

Uninstalled more packages.  Now only have:

iPhoneHandle   4.0.2  OTRS AG  The iPhoneHandle Package.
installed   Uninstall Reinstall
SystemMonitoring  4.0.2  OTRS AG  Basic mail interface 
to System Monitoring Suites. Al... installedUninstall
TimeAccounting   4.0.1  OTRS AG  A Time 
Registration Module.  installed   Uninstall
Znuny4OTRS-Repo  2.0.18Znuny GmbH Enables Znuny4OTRS repos to 
install and upgrade pack...  installedUninstall

These installed and manually deleted all the remaining dynamic fields, finally 
got rid of the field configuration invalid error.

Unfortunately, the system still will not auto-reply to new tickets!  I am at a 
loss now.  It is as barebones as I can really make it, still it won't reply to 
a new ticket automatically.

If you have any ideas for further investigations, please advise.

Cheers


Rob.


From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears
Sent: 01 December 2015 14:37
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning

Uninstalled almost all additional modules from OTRS.  No ITSM, no KIX, no 
SystemMonitoring.
Used GUI to delete all dynamic field definitions (the uninstall didn't clear 
them).

Tue Dec 1 14:34:56 2015

notice

OTRS-CGI-99

Response::Agent: 0s taken 
(URL:Action=AgentTicketPhone=StoreNew:root@localhost)

Tue Dec 1 14:34:56 2015

error

OTRS-CGI-99

LINE428 HASH(0x7f2ebff086f0) backend The field configuration is invalid

Tue Dec 1 14:34:56 2015

error

OTRS-CGI-99

LINE428 HASH(0x7f2eba2b4c68) backend The field configuration is invalid

Tue Dec 1 14:34:56 2015

info

OTRS-CGI-99

New Ticket [2015120199000174/manual phone ti] created 
(TicketID=112,Queue=CEO::CTO::Operations::TRIAGE,Priority=3 Norma


Same error, same location.

Anyone able to point me in another direction as to why the dynamic field check 
will be failing and causing the autoreply to not work?

Cheers


Rob.

From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears
Sent: 01 December 2015 11:28
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning

Further digging indicated that my ITSMImpact Dynamic Field was not 'working 
properly'.  Adding the field to the AgentTicketPhone and trying to choose a 
value while creating a new ticket, the dropdown list was empty.  Further, no 
value for this field was written to the database on ticket creation.  The 
settings, values and definitions of the dynamic field look fine.

Dynamic Field for ITSMCriticality is working okay (Dropdown displays fine, 
selection written to db).

I have reinstalled the assorted ITSM packages (ITSMCore, GeneralCatalog, 
ImportExport, 4.0.14) and this has not fixed the errors encountered.

Still no auto-reply, still the same two 'field configuration invalid' errors 
from the same spot when logging a new ticket.

Anyone got any other troubleshooting ideas?

Cheers


Rob.

From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears
Sent: 01 December 2015 09:23
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning

It doesn't seem to

Re: [otrs] AutoReply not functioning

2015-12-01 Thread Rob Shears 
It doesn't seem to matter if the ticket is raised via email, or manually, the 
system log reports the same failure.  So I'm now fairly sure whatever the root 
cause of this failure is, is the reason my auto-reply no longer works.  Whether 
the reply has OTRS fields or not doesn't make a difference. New Queue, New 
Reply, still not working.

Anyone got any ideas?  I've added the HASH and LINE428 to the output error 
message just to assist in determining what particular section was generating 
this error message and it is definitely the dynamic field check of backend.pm.

Tue Dec 1 09:16:43 2015

notice

OTRS-CGI-99

Response::Agent: 1s taken 
(URL:Action=AgentTicketPhone=StoreNew:root@localhost)

Tue Dec 1 09:16:43 2015

error

OTRS-CGI-99

LINE428 HASH(0x7fd5d36ebbc0) backend The field configuration is invalid

Tue Dec 1 09:16:43 2015

error

OTRS-CGI-99

LINE428 HASH(0x7fd5c0bf2b58) backend The field configuration is invalid

Tue Dec 1 09:16:43 2015

info

OTRS-CGI-99

New Ticket [201512019921/test, manually ] created 
(TicketID=97,Queue=CEO::CTO::Infrastructure,Priority=3 Normal,State=new)


Any guidance here would be great.

Cheers

Rob.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rob 
Shears
Sent: 30 November 2015 15:38
To: User questions and discussions about OTRS.
Subject: [otrs] AutoReply not functioning

So I've been doing lots of configs, and something I've done, somewhere along 
the line, has disabled auto-replies.

OTRS 4.x
CentOS 7.x
MSSQL Backend (fully functional, I know it is not supported!)

I have a queue (Q1) that receives all messages from a postmaster mail account 
(MAIL1) via POP3.
The ticket is created successfully.
There is an autoreply set on this queue, which is never submitted to the mail 
server (whether SMTP, SendMail or anything else, there is no attempt made to 
send this message at the MTA level).
I can reply, respond etc fine from the ticket itself, OTRS is working as far as 
emails go, except the autoresponse.

Notably (probably of relevance), when the email is picked up, an error is 
thrown:


ERROR: OTRS-otrs.PostMasterMailbox.pl-99 Perl: 5.16.3 OS: linux Time: Mon Nov 
30 14:40:03 2015



Message: The field configuration is invalid



Traceback (6328):

   Module: Kernel::System::DynamicField::Backend::ValueSet Line: 426

   Module: Kernel::System::Ticket::Event::TimeUpdate::Run Line: 158

   Module: Kernel::System::EventHandler::EventHandler Line: 226

   Module: Kernel::System::Ticket::Article::ArticleCreate Line: 401

   Module: Kernel::System::Ticket::ArticleCreate Line: 195

   Module: Kernel::System::PostMaster::NewTicket::Run Line: 564

   Module: Kernel::System::PostMaster::Run Line: 368

   Module: Kernel::System::MailAccount::POP3::Fetch Line: 216

   Module: Kernel::System::MailAccount::MailAccountFetch Line: 441

   Module: main::Fetch Line: 171

   Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl Line: 85

Through some astute reading, I know this error is triggered from line 426 
(actually from ln428) of the backend.pm file, but that doesn't help me narrow 
down the cause.  Stepping through these other files hasn't led me to the 
answer, except to be fairly convinced it is the problem.

Dynamic fields defined  in the system include, (source module) name of field:

(KIX4OTRS) KIXFAQEntry
(?) ProcessManagementProcessID
(?) ProcessManagementActivityID
(ITSMCore) ITSMCriticality
(ITSMCore) ITSMImpact
(SystemMonitoring) TicketFreeText1
(SystemMonitoring) TicketFreeText2
(SystemMonitoring) ArticleFreeText1

Invalidating some of these fields makes no difference, the error occurs.  
Probably no surprise there, if it needs the field, it needs the field.

I have tried with both SenderFrom and EnvelopeFrom set and unset, no difference.

What could be causing auto-replies to not be generated?  What other 
investigative paths should I take?  I am hitting a brick wall here, I can't see 
anything wrong with the configs except the error about dynamic fields but I 
cannot be even sure that is related.  The auto-response is simple, plain text, 
doesn't even use any OTRS fields during the testing I am doing.

Any advice, guidance or direction on restoring the missing auto-reply 
functionality would be great!

Cheers


Rob Shears.
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Re: [otrs] AutoReply not functioning

2015-12-01 Thread Rob Shears 
I have confirmed I can manually telnet to the SMTP server, submit a message and 
see it delivered, from the command line of the OTRS frontend.
I have confirmed on the mailserver logs that no email is attempted to be sent 
by the OTRS system for a new ticket.
I have confirmed that notifications, alerts, outbound emails etc from the OTRS 
are fully functional, and follow the expected mail flow path.

I have a simple autoresponse (2 lines of text and a subject) configured, type 
"default auto reply/new ticket".
It is allocated to multiple queues as the 'new ticket' option.
I have a mail account, sorting 'by queue', dumping all incoming email into one 
of those queues that are set to auto reply.

To my understanding, that should be all that is required?  I'm not overlooking 
anything simple?

Cheers

Rob.


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rob 
Shears
Sent: 01 December 2015 15:33
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning

Uninstalled more packages.  Now only have:

iPhoneHandle   4.0.2  OTRS AG  The iPhoneHandle Package.
installed   Uninstall Reinstall
SystemMonitoring  4.0.2  OTRS AG  Basic mail interface 
to System Monitoring Suites. Al... installedUninstall
TimeAccounting   4.0.1  OTRS AG  A Time 
Registration Module.  installed   Uninstall
Znuny4OTRS-Repo  2.0.18Znuny GmbH Enables Znuny4OTRS repos to 
install and upgrade pack...  installedUninstall

These installed and manually deleted all the remaining dynamic fields, finally 
got rid of the field configuration invalid error.

Unfortunately, the system still will not auto-reply to new tickets!  I am at a 
loss now.  It is as barebones as I can really make it, still it won't reply to 
a new ticket automatically.

If you have any ideas for further investigations, please advise.

Cheers


Rob.


From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears
Sent: 01 December 2015 14:37
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning

Uninstalled almost all additional modules from OTRS.  No ITSM, no KIX, no 
SystemMonitoring.
Used GUI to delete all dynamic field definitions (the uninstall didn't clear 
them).

Tue Dec 1 14:34:56 2015

notice

OTRS-CGI-99

Response::Agent: 0s taken 
(URL:Action=AgentTicketPhone=StoreNew:root@localhost)

Tue Dec 1 14:34:56 2015

error

OTRS-CGI-99

LINE428 HASH(0x7f2ebff086f0) backend The field configuration is invalid

Tue Dec 1 14:34:56 2015

error

OTRS-CGI-99

LINE428 HASH(0x7f2eba2b4c68) backend The field configuration is invalid

Tue Dec 1 14:34:56 2015

info

OTRS-CGI-99

New Ticket [2015120199000174/manual phone ti] created 
(TicketID=112,Queue=CEO::CTO::Operations::TRIAGE,Priority=3 Norma


Same error, same location.

Anyone able to point me in another direction as to why the dynamic field check 
will be failing and causing the autoreply to not work?

Cheers


Rob.

From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears
Sent: 01 December 2015 11:28
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning

Further digging indicated that my ITSMImpact Dynamic Field was not 'working 
properly'.  Adding the field to the AgentTicketPhone and trying to choose a 
value while creating a new ticket, the dropdown list was empty.  Further, no 
value for this field was written to the database on ticket creation.  The 
settings, values and definitions of the dynamic field look fine.

Dynamic Field for ITSMCriticality is working okay (Dropdown displays fine, 
selection written to db).

I have reinstalled the assorted ITSM packages (ITSMCore, GeneralCatalog, 
ImportExport, 4.0.14) and this has not fixed the errors encountered.

Still no auto-reply, still the same two 'field configuration invalid' errors 
from the same spot when logging a new ticket.

Anyone got any other troubleshooting ideas?

Cheers


Rob.

From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears
Sent: 01 December 2015 09:23
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning

It doesn't seem to matter if the ticket is raised via email, or manually, the 
system log reports the same failure.  So I'm now fairly sure whatever the root 
cause of this failure is, is the reason my auto-reply no longer works.  Whether 
the reply has OTRS fields or not doesn't make a difference. New Queue, New 
Reply, still not working.

Anyone got any ideas?  I've added the HASH and LINE428 to the output error 
message just to assist in determining what particular section was generating 
this error message and it is defini

Re: [otrs] AutoReply not functioning

2015-12-01 Thread Rob Shears 
Further digging indicated that my ITSMImpact Dynamic Field was not 'working 
properly'.  Adding the field to the AgentTicketPhone and trying to choose a 
value while creating a new ticket, the dropdown list was empty.  Further, no 
value for this field was written to the database on ticket creation.  The 
settings, values and definitions of the dynamic field look fine.

Dynamic Field for ITSMCriticality is working okay (Dropdown displays fine, 
selection written to db).

I have reinstalled the assorted ITSM packages (ITSMCore, GeneralCatalog, 
ImportExport, 4.0.14) and this has not fixed the errors encountered.

Still no auto-reply, still the same two 'field configuration invalid' errors 
from the same spot when logging a new ticket.

Anyone got any other troubleshooting ideas?

Cheers


Rob.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rob 
Shears
Sent: 01 December 2015 09:23
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning

It doesn't seem to matter if the ticket is raised via email, or manually, the 
system log reports the same failure.  So I'm now fairly sure whatever the root 
cause of this failure is, is the reason my auto-reply no longer works.  Whether 
the reply has OTRS fields or not doesn't make a difference. New Queue, New 
Reply, still not working.

Anyone got any ideas?  I've added the HASH and LINE428 to the output error 
message just to assist in determining what particular section was generating 
this error message and it is definitely the dynamic field check of backend.pm.

Tue Dec 1 09:16:43 2015

notice

OTRS-CGI-99

Response::Agent: 1s taken 
(URL:Action=AgentTicketPhone=StoreNew:root@localhost)

Tue Dec 1 09:16:43 2015

error

OTRS-CGI-99

LINE428 HASH(0x7fd5d36ebbc0) backend The field configuration is invalid

Tue Dec 1 09:16:43 2015

error

OTRS-CGI-99

LINE428 HASH(0x7fd5c0bf2b58) backend The field configuration is invalid

Tue Dec 1 09:16:43 2015

info

OTRS-CGI-99

New Ticket [201512019921/test, manually ] created 
(TicketID=97,Queue=CEO::CTO::Infrastructure,Priority=3 Normal,State=new)


Any guidance here would be great.

Cheers

Rob.

From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears
Sent: 30 November 2015 15:38
To: User questions and discussions about OTRS.
Subject: [otrs] AutoReply not functioning

So I've been doing lots of configs, and something I've done, somewhere along 
the line, has disabled auto-replies.

OTRS 4.x
CentOS 7.x
MSSQL Backend (fully functional, I know it is not supported!)

I have a queue (Q1) that receives all messages from a postmaster mail account 
(MAIL1) via POP3.
The ticket is created successfully.
There is an autoreply set on this queue, which is never submitted to the mail 
server (whether SMTP, SendMail or anything else, there is no attempt made to 
send this message at the MTA level).
I can reply, respond etc fine from the ticket itself, OTRS is working as far as 
emails go, except the autoresponse.

Notably (probably of relevance), when the email is picked up, an error is 
thrown:


ERROR: OTRS-otrs.PostMasterMailbox.pl-99 Perl: 5.16.3 OS: linux Time: Mon Nov 
30 14:40:03 2015



Message: The field configuration is invalid



Traceback (6328):

   Module: Kernel::System::DynamicField::Backend::ValueSet Line: 426

   Module: Kernel::System::Ticket::Event::TimeUpdate::Run Line: 158

   Module: Kernel::System::EventHandler::EventHandler Line: 226

   Module: Kernel::System::Ticket::Article::ArticleCreate Line: 401

   Module: Kernel::System::Ticket::ArticleCreate Line: 195

   Module: Kernel::System::PostMaster::NewTicket::Run Line: 564

   Module: Kernel::System::PostMaster::Run Line: 368

   Module: Kernel::System::MailAccount::POP3::Fetch Line: 216

   Module: Kernel::System::MailAccount::MailAccountFetch Line: 441

   Module: main::Fetch Line: 171

   Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl Line: 85

Through some astute reading, I know this error is triggered from line 426 
(actually from ln428) of the backend.pm file, but that doesn't help me narrow 
down the cause.  Stepping through these other files hasn't led me to the 
answer, except to be fairly convinced it is the problem.

Dynamic fields defined  in the system include, (source module) name of field:

(KIX4OTRS) KIXFAQEntry
(?) ProcessManagementProcessID
(?) ProcessManagementActivityID
(ITSMCore) ITSMCriticality
(ITSMCore) ITSMImpact
(SystemMonitoring) TicketFreeText1
(SystemMonitoring) TicketFreeText2
(SystemMonitoring) ArticleFreeText1

Invalidating some of these fields makes no difference, the error occurs.  
Probably no surprise there, if it needs the field, it needs the field.

I have tried with both SenderFrom and EnvelopeFrom set and unset, no difference.

What could be causing auto-replies to not be generated?  What other 
investigative paths should I take?  I am hitting a brick wall here, I can't see 
anything wrong with the c

Re: [otrs] AutoReply not functioning

2015-12-01 Thread Rob Shears 
Uninstalled almost all additional modules from OTRS.  No ITSM, no KIX, no 
SystemMonitoring.
Used GUI to delete all dynamic field definitions (the uninstall didn't clear 
them).

Tue Dec 1 14:34:56 2015

notice

OTRS-CGI-99

Response::Agent: 0s taken 
(URL:Action=AgentTicketPhone=StoreNew:root@localhost)

Tue Dec 1 14:34:56 2015

error

OTRS-CGI-99

LINE428 HASH(0x7f2ebff086f0) backend The field configuration is invalid

Tue Dec 1 14:34:56 2015

error

OTRS-CGI-99

LINE428 HASH(0x7f2eba2b4c68) backend The field configuration is invalid

Tue Dec 1 14:34:56 2015

info

OTRS-CGI-99

New Ticket [2015120199000174/manual phone ti] created 
(TicketID=112,Queue=CEO::CTO::Operations::TRIAGE,Priority=3 Norma


Same error, same location.

Anyone able to point me in another direction as to why the dynamic field check 
will be failing and causing the autoreply to not work?

Cheers


Rob.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rob 
Shears
Sent: 01 December 2015 11:28
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning

Further digging indicated that my ITSMImpact Dynamic Field was not 'working 
properly'.  Adding the field to the AgentTicketPhone and trying to choose a 
value while creating a new ticket, the dropdown list was empty.  Further, no 
value for this field was written to the database on ticket creation.  The 
settings, values and definitions of the dynamic field look fine.

Dynamic Field for ITSMCriticality is working okay (Dropdown displays fine, 
selection written to db).

I have reinstalled the assorted ITSM packages (ITSMCore, GeneralCatalog, 
ImportExport, 4.0.14) and this has not fixed the errors encountered.

Still no auto-reply, still the same two 'field configuration invalid' errors 
from the same spot when logging a new ticket.

Anyone got any other troubleshooting ideas?

Cheers


Rob.

From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears
Sent: 01 December 2015 09:23
To: User questions and discussions about OTRS.
Subject: Re: [otrs] AutoReply not functioning

It doesn't seem to matter if the ticket is raised via email, or manually, the 
system log reports the same failure.  So I'm now fairly sure whatever the root 
cause of this failure is, is the reason my auto-reply no longer works.  Whether 
the reply has OTRS fields or not doesn't make a difference. New Queue, New 
Reply, still not working.

Anyone got any ideas?  I've added the HASH and LINE428 to the output error 
message just to assist in determining what particular section was generating 
this error message and it is definitely the dynamic field check of backend.pm.

Tue Dec 1 09:16:43 2015

notice

OTRS-CGI-99

Response::Agent: 1s taken 
(URL:Action=AgentTicketPhone=StoreNew:root@localhost)

Tue Dec 1 09:16:43 2015

error

OTRS-CGI-99

LINE428 HASH(0x7fd5d36ebbc0) backend The field configuration is invalid

Tue Dec 1 09:16:43 2015

error

OTRS-CGI-99

LINE428 HASH(0x7fd5c0bf2b58) backend The field configuration is invalid

Tue Dec 1 09:16:43 2015

info

OTRS-CGI-99

New Ticket [201512019921/test, manually ] created 
(TicketID=97,Queue=CEO::CTO::Infrastructure,Priority=3 Normal,State=new)


Any guidance here would be great.

Cheers

Rob.

From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org] On Behalf Of Rob Shears
Sent: 30 November 2015 15:38
To: User questions and discussions about OTRS.
Subject: [otrs] AutoReply not functioning

So I've been doing lots of configs, and something I've done, somewhere along 
the line, has disabled auto-replies.

OTRS 4.x
CentOS 7.x
MSSQL Backend (fully functional, I know it is not supported!)

I have a queue (Q1) that receives all messages from a postmaster mail account 
(MAIL1) via POP3.
The ticket is created successfully.
There is an autoreply set on this queue, which is never submitted to the mail 
server (whether SMTP, SendMail or anything else, there is no attempt made to 
send this message at the MTA level).
I can reply, respond etc fine from the ticket itself, OTRS is working as far as 
emails go, except the autoresponse.

Notably (probably of relevance), when the email is picked up, an error is 
thrown:


ERROR: OTRS-otrs.PostMasterMailbox.pl-99 Perl: 5.16.3 OS: linux Time: Mon Nov 
30 14:40:03 2015



Message: The field configuration is invalid



Traceback (6328):

   Module: Kernel::System::DynamicField::Backend::ValueSet Line: 426

   Module: Kernel::System::Ticket::Event::TimeUpdate::Run Line: 158

   Module: Kernel::System::EventHandler::EventHandler Line: 226

   Module: Kernel::System::Ticket::Article::ArticleCreate Line: 401

   Module: Kernel::System::Ticket::ArticleCreate Line: 195

   Module: Kernel::System::PostMaster::NewTicket::Run Line: 564

   Module: Kernel::System::PostMaster::Run Line: 368

   Module: Kernel::System::MailAccount::POP3::Fetch Line: 216

   Module: Kernel::System:

[otrs] AutoReply not functioning

2015-11-30 Thread Rob Shears 
So I've been doing lots of configs, and something I've done, somewhere along 
the line, has disabled auto-replies.

OTRS 4.x
CentOS 7.x
MSSQL Backend (fully functional, I know it is not supported!)

I have a queue (Q1) that receives all messages from a postmaster mail account 
(MAIL1) via POP3.
The ticket is created successfully.
There is an autoreply set on this queue, which is never submitted to the mail 
server (whether SMTP, SendMail or anything else, there is no attempt made to 
send this message at the MTA level).
I can reply, respond etc fine from the ticket itself, OTRS is working as far as 
emails go, except the autoresponse.

Notably (probably of relevance), when the email is picked up, an error is 
thrown:


ERROR: OTRS-otrs.PostMasterMailbox.pl-99 Perl: 5.16.3 OS: linux Time: Mon Nov 
30 14:40:03 2015



Message: The field configuration is invalid



Traceback (6328):

   Module: Kernel::System::DynamicField::Backend::ValueSet Line: 426

   Module: Kernel::System::Ticket::Event::TimeUpdate::Run Line: 158

   Module: Kernel::System::EventHandler::EventHandler Line: 226

   Module: Kernel::System::Ticket::Article::ArticleCreate Line: 401

   Module: Kernel::System::Ticket::ArticleCreate Line: 195

   Module: Kernel::System::PostMaster::NewTicket::Run Line: 564

   Module: Kernel::System::PostMaster::Run Line: 368

   Module: Kernel::System::MailAccount::POP3::Fetch Line: 216

   Module: Kernel::System::MailAccount::MailAccountFetch Line: 441

   Module: main::Fetch Line: 171

   Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl Line: 85

Through some astute reading, I know this error is triggered from line 426 
(actually from ln428) of the backend.pm file, but that doesn't help me narrow 
down the cause.  Stepping through these other files hasn't led me to the 
answer, except to be fairly convinced it is the problem.

Dynamic fields defined  in the system include, (source module) name of field:

(KIX4OTRS) KIXFAQEntry
(?) ProcessManagementProcessID
(?) ProcessManagementActivityID
(ITSMCore) ITSMCriticality
(ITSMCore) ITSMImpact
(SystemMonitoring) TicketFreeText1
(SystemMonitoring) TicketFreeText2
(SystemMonitoring) ArticleFreeText1

Invalidating some of these fields makes no difference, the error occurs.  
Probably no surprise there, if it needs the field, it needs the field.

I have tried with both SenderFrom and EnvelopeFrom set and unset, no difference.

What could be causing auto-replies to not be generated?  What other 
investigative paths should I take?  I am hitting a brick wall here, I can't see 
anything wrong with the configs except the error about dynamic fields but I 
cannot be even sure that is related.  The auto-response is simple, plain text, 
doesn't even use any OTRS fields during the testing I am doing.

Any advice, guidance or direction on restoring the missing auto-reply 
functionality would be great!

Cheers


Rob Shears.
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[otrs] AutoWatch

2015-11-19 Thread Rob Shears 
Next question, which I can implement externally to OTRS without any real 
problem, but which for 'professional pride' I'd like to have part of the OTRS 
solution itself.

Flow
. custo...@domain.com opens a new ticket
. Postmaster Filter grabs 'domain.com' and inserts header to tag as CustomerID
. Ticket is created
. Generic Agent grabs ticket, runs some rules to categorize service/sla/queue
. Agents are notified 'ticket in queue'

Now, that all works a treat.  I want to do something a bit off the cuff 
however, but should be within the capability of OTRS I'd think.

As well as agents who resolve tickets, all my account managers, who handle 
client relationships have agent accounts and access to OTRS.  While I know they 
can manually go in and subscribe to tickets, I want to short circuit that step. 
 Ideally, I want to email the account manager on a new ticket, give them the 
'guts' of the tickets (top 10 lines of the email, service, SLA, originating 
address etc) and a quick-click link to subscribe to the ticket if they wish.  1 
single email, they can get an overview and know if they need to be kept 'in the 
loop' via email on ticket updates.

Some guy made an AutoWatch module for OTRS 3.x, it won't install on 4.x, I may 
have to modify it but at that point I'm probably just going to stick with doing 
this via stored procs and triggers on the MSSQL backend.

I can kind of dummy it out with Generic Agent, stick it in a queue for the 
account manager, send a note-internal with a watch link (somehow, it is just a 
post action, can't be that hard right? o.O), then go through with further 
processing, but I'd have to manually come up with rules to do that for all the 
key customers, which is fairly inefficient and not very scalable or sustainable.

Any guidance or pointers on a 'cleaner' way to do it?

Cheers


Rob.
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Re: [otrs] Issue with states and priority

2015-11-19 Thread Rob Shears 
Gerald was right (as usual!).  Confusion between State and StateType.

The documentation and text within SysConfig itself could be clearer here I 
feel.  The title of the variable reads as StateType, the text refers to State.  
The lack of consistency had me putting in State as StateType, obviously 
generating zero matches and thereby delivering an empty dropdown box.

Onto the next challenge…

Cheers

Rob.


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Alvaro 
Cordero
Sent: 18 November 2015 14:26
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Issue with states and priority

Hello Rob, notice that you can define the state types for each screen you are 
going to use, so look at the ViewXXX Screen in the section of Available 
StateType and check that your states are of the required statetypes, if not you 
can add them there.
For example thare are different state type available for screens like 
ViewEmailNewo or ViewPhoneNew or ViewNote, etc
Best Regards.
Alvaro

2015-11-16 9:21 GMT-06:00 Rob Shears 
<r...@phonovation.com<mailto:r...@phonovation.com>>:
Definitely States and no changes to the default state types.  No ACLs are 
defined.  The lists I see and edited are all states as well, not state types.

From: otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org> 
[mailto:otrs-boun...@otrs.org<mailto:otrs-boun...@otrs.org>] On Behalf Of 
Gerald Young
Sent: 16 November 2015 14:11
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Issue with states and priority

Be cognizant of the difference between State *types* and states. Also check if 
you have ACLs in place.

On Mon, Nov 16, 2015 at 8:51 AM, Rob Shears 
<r...@phonovation.com<mailto:r...@phonovation.com>> wrote:
Moving on from my last problems, I now have a new challenge that is causing me 
to pull my hair out.  I have defined via the GUI a whole set of new ticket 
states (8 in total) and set to invalid all the default states (except new).  I 
have gone through sysconfig and looked at everywhere that ‘state’ shows up, 
there are a bunch of places that list a set of states that are available as 
‘next states’ on tickets, and I’ve filled those in with all my new states.

Nowhere that a drop down list appears to select the ‘next state’ are my custom 
states presented.  In most cases, due I guess to the above changes to mark 
invalid the default states, the dropdown lists are empty.

I have also reconfigured the priorities, renaming the existing ones.  In most 
cases, the new names are not reflected in drop down lists.

I’d love some guidance on where the config went wrong, or what I can present to 
the group to assist in getting this working properly.


Cheers


Rob.

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--
Alvaro Cordero Retana
Consultor de Tecnologias
Tel: 22585757 ext 123
Email: alv...@gridshield.net<mailto:alv...@gridshield.net>
[Image removed by sender.]
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Re: [otrs] Issue with states and priority

2015-11-16 Thread Rob Shears 
Definitely States and no changes to the default state types.  No ACLs are 
defined.  The lists I see and edited are all states as well, not state types.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: 16 November 2015 14:11
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Issue with states and priority

Be cognizant of the difference between State *types* and states. Also check if 
you have ACLs in place.

On Mon, Nov 16, 2015 at 8:51 AM, Rob Shears 
<r...@phonovation.com<mailto:r...@phonovation.com>> wrote:
Moving on from my last problems, I now have a new challenge that is causing me 
to pull my hair out.  I have defined via the GUI a whole set of new ticket 
states (8 in total) and set to invalid all the default states (except new).  I 
have gone through sysconfig and looked at everywhere that ‘state’ shows up, 
there are a bunch of places that list a set of states that are available as 
‘next states’ on tickets, and I’ve filled those in with all my new states.

Nowhere that a drop down list appears to select the ‘next state’ are my custom 
states presented.  In most cases, due I guess to the above changes to mark 
invalid the default states, the dropdown lists are empty.

I have also reconfigured the priorities, renaming the existing ones.  In most 
cases, the new names are not reflected in drop down lists.

I’d love some guidance on where the config went wrong, or what I can present to 
the group to assist in getting this working properly.


Cheers


Rob.

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[otrs] Issue with states and priority

2015-11-16 Thread Rob Shears 
Moving on from my last problems, I now have a new challenge that is causing me 
to pull my hair out.  I have defined via the GUI a whole set of new ticket 
states (8 in total) and set to invalid all the default states (except new).  I 
have gone through sysconfig and looked at everywhere that 'state' shows up, 
there are a bunch of places that list a set of states that are available as 
'next states' on tickets, and I've filled those in with all my new states.

Nowhere that a drop down list appears to select the 'next state' are my custom 
states presented.  In most cases, due I guess to the above changes to mark 
invalid the default states, the dropdown lists are empty.

I have also reconfigured the priorities, renaming the existing ones.  In most 
cases, the new names are not reflected in drop down lists.

I'd love some guidance on where the config went wrong, or what I can present to 
the group to assist in getting this working properly.


Cheers


Rob.
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Re: [otrs] CustomerCompany/CustomerGroup/CustomerID

2015-11-04 Thread Rob Shears 
To update based on questions:

'log' = open.  So when I say 'log a ticket', I mean 'open a ticket'.

'reported' means to run reports.  So, say I want to know how many tickets for 
company example.com were opened, handled in a specific manner, were within 
SLA's example, I need an easy way to group just these example.com tickets.

'customercompanysupport => 1 should work and by my understanding should change 
the CustomerID fields into a drop down list populated with the companies from 
the customer_company table.  I am not getting a drop down list, when creating a 
new ticket, editing a ticket, or creating/editing a user.

The objective:


-  f...@example.com<mailto:f...@example.com>

-  sa...@example.com<mailto:sa...@example.com>

-  j...@example.com<mailto:j...@example.com>

All can open tickets by sending in an email.
Example.com has an internal account manager, who should be notified his 
customer has a new ticket (he is an agent, but he is NOT responsible for 
actioning the ticket, he just needs to know a ticket is raised) (the 'account 
manager' is not defined anywhere yet, likely use a dynamic field or the 
comments field in customer_company)
The tickets should go to 'normal' queue.
When an agent takes action on these tickets, account manager for example.com 
should be cc'd the action.
When a ticket is raised by sa...@gmail.com<mailto:sa...@gmail.com>, it will 
initially get filed to gmail.com, but when the agent realises that it is the 
same sally as sa...@example.com<mailto:sa...@example.com>, the agent should be 
able to choose example.com from a dropdown list in the CustomerID field to 
update this (not have to type it in), and that should trigger the alert to the 
account manager.


Now, a lot of this functionality is beyond what I posted to otterhub or the 
list the other day, but I hope it helps to build a picture of the workflow we 
are building.

The immediate problem is:

CustomerID does not present as a drop down list.

Most of the rest of the functionality is on hold until I can solve this.  And 
the rest of the functionality may not end up 'native' to OTRS anyway, which is 
precisely why I'm running it on MS SQL, as that is where our inhouse skills sit 
and it meshes with our .net applications and developers, who can manage 'most' 
of the rest of the functionality within the windows environment if we find OTRS 
unable to meet our needs.

Cheers


Rob.

From: Rob Shears
Sent: 03 November 2015 10:12
To: 'otrs@otrs.org'
Subject: CustomerCompany/CustomerGroup/CustomerID

I am having some issues with the definitions and deployment options for the 
solution I need to provide and wondered if someone more familiar with OTRS can 
help me work out what these various terms refer to, so that I can make sure I 
am less confused.

OTRS 4.0.13
CentOS 7
MS SQL (via unixODBC)

The setup is fully functional but I need to make some extensions that I'm not 
quite getting my head around correctly.

I need to allow multiple users (unique email addresses) to log tickets on 
behalf of specific companies.  So...

fr...@example.com<mailto:fr...@example.com>
j...@example.com<mailto:j...@example.com>
pe...@example.com<mailto:pe...@example.com>

All need to be able to log tickets that can be reported 
on/queued/actioned/sla'd/serviced/whatever by "example.com, the company".  
These users, as yet, do not need to be able to logon to the system, if that 
matters.

Based on my reading, as the initial step, I was trying to enable 
CustomerCompanySupport through the config.pm file, to change the CustomerID 
field when creating a new customer user into a dropdown list allowing the 
selection of an existing company, but have been unable to get that to work.  
After further reading, I'm unsure now if that is even the correct approach?

Eventually, I want to configure the system to detect the email domain of the 
sender, create a new customer_user if the return address doesn't yet exist, 
link that to the 'parent' company, notify the 'parent company' queue manager 
internally and externally and move the new ticket to the appropriate queue.  I 
don't think any of this is 'undoable' from my research, but simply getting the 
CustomerID to reference the customer_company table I have not been able to 
achieve!

What is the correct approach and combination of features that will achieve this?
Is this even possible?
I can edit the customer details (user, company) via the GUI, so am I correct in 
assuming I don't need to define an 'external' backend in the config.pm for the 
customer tables?

I posted a topic on the community forums 
(http://forums.otterhub.org/viewtopic.php?f=62=30599=43c909d7d9c784f0f19d60199e7bf9bc)
 but the initial comments there actually have me questioning the terminology 
I'm using, so I figured I'd ask the list!

Cheers


Rob.

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OTRS mailing list: ot

[otrs] CustomerCompany/CustomerGroup/CustomerID

2015-11-03 Thread Rob Shears 
I am having some issues with the definitions and deployment options for the 
solution I need to provide and wondered if someone more familiar with OTRS can 
help me work out what these various terms refer to, so that I can make sure I 
am less confused.

OTRS 4.0.13
CentOS 7
MS SQL (via unixODBC)

The setup is fully functional but I need to make some extensions that I'm not 
quite getting my head around correctly.

I need to allow multiple users (unique email addresses) to log tickets on 
behalf of specific companies.  So...

fr...@example.com
j...@example.com
pe...@example.com

All need to be able to log tickets that can be reported 
on/queued/actioned/sla'd/serviced/whatever by "example.com, the company".  
These users, as yet, do not need to be able to logon to the system, if that 
matters.

Based on my reading, as the initial step, I was trying to enable 
CustomerCompanySupport through the config.pm file, to change the CustomerID 
field when creating a new customer user into a dropdown list allowing the 
selection of an existing company, but have been unable to get that to work.  
After further reading, I'm unsure now if that is even the correct approach?

Eventually, I want to configure the system to detect the email domain of the 
sender, create a new customer_user if the return address doesn't yet exist, 
link that to the 'parent' company, notify the 'parent company' queue manager 
internally and externally and move the new ticket to the appropriate queue.  I 
don't think any of this is 'undoable' from my research, but simply getting the 
CustomerID to reference the customer_company table I have not been able to 
achieve!

What is the correct approach and combination of features that will achieve this?
Is this even possible?
I can edit the customer details (user, company) via the GUI, so am I correct in 
assuming I don't need to define an 'external' backend in the config.pm for the 
customer tables?

I posted a topic on the community forums 
(http://forums.otterhub.org/viewtopic.php?f=62=30599=43c909d7d9c784f0f19d60199e7bf9bc)
 but the initial comments there actually have me questioning the terminology 
I'm using, so I figured I'd ask the list!

Cheers


Rob.

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