[otrs] Add agents info from LDAP to DB (user table)

Hello, I need to deploy and configure a new OTRS Framework which uses info gathered in an LDAP server. I’ve succesfully managed to authenticate agents and customers using LDAP backend. Now I’d like to obtain extra info from LDAP apart from just names (things like company, department and

Re: [otrs] Problem after configuring AD authentication

maybe you don’t retrieve enough information from AD to enable TicketMessage to work... Have you tried to search for customers in the agent interface (customers tab)? does it work and show correct customer information? Juan Clavero Almirón De: Wagner [mailto:wagner...@gmail.com]

[otrs] Problems with RPC response

Hello, I’m trying to understand how to make RPC requests to OTRS. By now, I’ve been able to make RPC requests with simple answers (such as CustomerUserObject-CustomerName or TicketObject-TicketCreate) but I’m stuck trying to get complex data (such as TicketObject-ArticleGet). I’ve initialized

[otrs] Default ticket states

Hello, There is a hint message in AdminState.dtl that says: 'Take care that you also updated the default states in you Kernel/Config.pm!' But I don’t see any helpful information in doc.otrs.org nor any type state config in defaults.pm file. Can anyone explain me this hint and how should I

Re: [otrs] Lock/Unlock vs Locked/Unlocked

: http://doc.otrs.org/developer/3.0/en/html/contributing.html#translate On 08.11.2011, at 16:37, Juan Manuel Clavero Almirón wrote: as I’m customizing OTRS to fit my company, I’ve hit a problem in the use of Lock/Unlock: this words may be noun or verb, but they cannot be adjectives

[otrs] Several config.pm

Hello, I have 3 otrs environments: test, pre-production and production. Some of the config options in my Config.pm files are environment-specific and others are the same for all 3 environments (organization-specific). ¿Could I have two config files in each installation, one with the organization

[otrs] problems with Criticality – Impact – Priority matrix

Hello, We use OTRS::ITSM and I don’t understand the Criticality – Impact – Priority matrix. I’ll try to explain what I understood so you can see my errors: I understand that there are 2 variables: Impact, due to the service, and Criticality, due to the incident. I can have an Incident with high

Re: [otrs] problems with Criticality – Impact – Priority matrix

://www.itconsultores.com.co Medellín, Colombia On 16 January 2012 09:39, Juan Manuel Clavero Almirón juanm.clav...@ibsalut.esmailto:juanm.clav...@ibsalut.es wrote: Hello, We use OTRS::ITSM and I don’t understand the Criticality – Impact – Priority matrix. I’ll try to explain what I understood so you can see my

Re: [otrs] Svar: Re: Diff between PendingDate and Due date?

Hi, we use the package TicketOverviewHooked [http://opar.perl-services.de/bin/index.cgi/package/R/RE/RENEEB/TicketOverviewHooked], to colorize tickets according to their type... maybe you could use it to colorize according to proximity to DueTime Juan Clavero Almirón De: Martin Møller

[otrs] ldap user authentication in 3.1-beta1

Hi, I’ve installed otrs-3.1.0.beta1 in a test environment from source (tar.gz). I’ve run web installer and I’ve copied the ldap section of my current otrs-3.0.11 config.pm I get the following error when logging as a user: Panic, user authenticated but no user data can be found in OTRS DB!!

Re: [otrs] ldap user authentication in 3.1-beta1

de Tecnologies, Informació i Comunicacions (OTIC) Servei de Salut de les Illes Balears C/ de les Escoles, s/n - 07181 Bendinat - Mallorca Telf. +34 971.42.65.30 De: Juan Manuel Clavero Almirón [mailto:juanm.clav...@ibsalut.es] Enviado el: martes, 07 de febrero de 2012 12:43 Para: User questions

Re: [otrs] Change OTRS Home?

Hello Chris, I've achieved something similar modifying httd.conf (my apache config file): # public, customer, agent frontend ScriptAlias /faq /opt/otrs/bin/cgi-bin/public.pl ScriptAlias /user/opt/otrs/bin/cgi-bin/customer.pl ScriptAlias /agent

Re: [otrs] Redirect http to https

Hi, Our approach is to configure both Apache and OTRS to use https: In OTRS, Sysadmin - Framework - Core - HttpType = https In Apache, VirtualHost *:80 RedirectPermanent / https://otrs.server/ /VirtualHost and then configure VirtualHost *:443 as needed Hope this helps, Juan

[otrs] Decision Result values

Hi all, we don’t need so many options in Decision Result and we’d like to have them changed. Is it safe to remove options and translate them? Is there any logic that needs the options to be named as they are now? We are using OTRS:ITSM 3.0.5 and we are not planning to update to 3.1 anytime soon

Re: [otrs] Decision Result values

Result values Hello Juan Manuel, Decisión Result is a FreeText Field (# 16) so you can add as many as you want and remove them also, what you shouldn't do is to change the name of the field, but it can be traslated. Regards. 2012/3/7 Juan Manuel Clavero Almirón juanm.clav

Re: [otrs] Decision Result values

modified it in OTRS 2.4 and 3.0 without issues, but haven't seen it close yet in 3.1 Regards. 2012/3/8 Juan Manuel Clavero Almirón juanm.clav...@ibsalut.esmailto:juanm.clav...@ibsalut.es Hi Alvaro, thanks for your quick answer. I’m afraid FreeTextFields can only be translated from OTRS 3.1

Re: [otrs] Ideas for forwarding from technician's email to OTRS

I think you can work with gmail using outlook and thunderbird through IMAP/IMAPS this way, you could move mails as Jurjen suggested Juan Clavero Almirón Gestiò d’Identitats, Firma i Custòdia Oficina de Tecnologies, Informació i Comunicacions (OTIC) Servei de Salut de les Illes Balears C/ de les

[otrs] Customer Company using LDAP backend

Hi all, Our OTRS installation uses an LDAP backend for Agents and Customers. As we have Company information in our LDAP, do you know if there is some module that can retrieve Customer Company information from an LDAP backend? We’d like to stablish services according to companys in our LDAP.

Re: [otrs] Set DNS to OTRS directory

Hi Muhammad, In our installation, we offer just 3 URLs: · https://otrs.company.com/faq: entry point for PublicUsers · https://otrs.company.com/user: entry point for CustomerUsers · https://otrs.company.com/agent: entry point for Agents · any 404 error redirects

[otrs] Change OTRS

Hi all, my Company wants to change the Mail Account that OTRS gets email from: now it’s something like systems_supp...@company.commailto:systems_supp...@company.com and they want it like supp...@company.commailto:supp...@company.com I know how to do the config, but I’d like to know what

[otrs] javascript in articles: a security threat?

Hi all, I just discovered an agent adding a note to a ticket. the only text in the note was: “scriptalert(“Hi”);/script”. when you open the ticket, the javascript code executes and you get the “Hi” alert. I’m not much of a webadmin, I’m more a developer, I’m not that much into web-server

Re: [otrs] javascript in articles: a security threat?

: [otrs] javascript in articles: a security threat? Hi Juan, customer articles are displayed differently in OTRS, inline content is not shown by default. Regards, mg Am 31.05.12 16:50, schrieb Juan Manuel Clavero Almirón: Hi all, I just discovered an agent adding a note to a ticket. the only

[otrs] Howto add Dynamic Field to the additional ITSM field screen

Hi all, I am trying to add MasterTicket Dynamic Field to the additional ITSM field screen. I’ve added TicketFreeKey12 and TicketFreeText12 in Ticket::Frontend::AgentTicketAddtlITSMField###DynamicField with no result. To see if I was doing it right, I’ve added TicketFreeText14 (ImpactID) to this

Re: [otrs] Howto add Dynamic Field to the additional ITSM field screen

dynamic field is published Regards, Leonardo Certuche www.itconsultores.com.cohttp://www.itconsultores.com.co Medellín, Colombia On 13 June 2012 09:56, Juan Manuel Clavero Almirón juanm.clav...@ibsalut.esmailto:juanm.clav...@ibsalut.es wrote: Hi all, I am trying to add MasterTicket Dynamic Field

Re: [otrs] Howto add Dynamic Field to the additional ITSM field screen

Ok, I found out… it turns out that TicketFreeKey12 and TicketFreeText12 were invalid Kind regards, Juan Clavero De: Juan Manuel Clavero Almirón [mailto:juanm.clav...@ibsalut.es] Enviado el: jueves, 14 de junio de 2012 8:01 Para: User questions and discussions about OTRS. Asunto: Re: [otrs

[otrs] TicketSearch performance with Internet Explorer

Hi all, there’s some poor performance in Internet Explorer when you try to select multiple choices of one field in AgentTicketSearch. I’ll try to explain: let’s say you want to filter tickets in a, h, j, k, l, t, v, w and z queues. So you go to AgentTicketSearch; in there, you select ‘queue’,

Re: [otrs] TicketSearch performance with Internet Explorer

Ok, thanks Bad news for the bosses, more or less what I expected.. and thanks for the snip - suckitude! great summary using a great word... Kind regards, Juan Clavero -Mensaje original- De: David Boyes [mailto:dbo...@sinenomine.net] Enviado el: lunes, 06 de agosto de 2012 11:47 Para:

[otrs] change Impact default value in OTRS::ITSM 3.1*

Hello, I am testing OTRS::ITSM 3.1 before upgrading our OTRS 3.0 environment. In our production system, the default value for Impact is ‘1 very low’, done changing ‘TicketFreeText14::DefaultSelection’ ConfigItem. In OTRS 3.1, I have to go to Dynamic Fields -

[otrs] problem installing OTRSMasterSlave

Hi all, In my test installation, OTRSMasterSlave didn’t rename TicketFreeText12 dynamic field to MasterSlave and didn’t set it as valid. Some things were not working as I expected until I realized this was the origin. Is it a normal behaviour of the installation? I followed the steps in

Re: [otrs] problem installing OTRSMasterSlave

and validated, it works for new tickets, but it doesn’t recognize Master-Slave relations in 3.0 Tickets… So, it seems OTRSMasterSlave install is not working for me… anyone has any clue as to why it may be failing? Kind regards, Juan Clavero De: Juan Manuel Clavero Almirón [mailto:juanm.clav

[otrs] Value Unchecked is invalid for Checkbox fields

Hi all, I’ve added a checkbox dynamic field and we want it to be unchecked by default for all tickets. It would be checked manually by the agents. I’ve set Ticket::EventModulePost###TicketDynamicFieldDefault: · Module = Kernel::System::Ticket::Event::TicketDynamicFieldDefault ·

Re: [otrs] Value Unchecked is invalid for Checkbox fields [SOLVED]

Ok, sorry... I asked before trying... values are 0 for 'Unchecked' and 1 for 'Checked' Kind regards, Juan Clavero -Mensaje original- De: Juan Manuel Clavero Almirón Enviado el: martes, 21 de agosto de 2012 10:58 Para: otrs@otrs.org Asunto: Value Unchecked is invalid for Checkbox fields

[otrs] audit configuration changes

Hi all, is there a module to audit changes done via Sysconfig? Kind regards, Juan Clavero - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe:

[otrs] OTRSMasterSlave won't work with old master-slave relations

Hi all, I don't know if there's any MasterSlave list or forum going on, so I've decided to send this here. Sorry if it's not convenient and gladly would receive any URL or email to post or send this email to. We are currently using OTRS 3.0 on our production environment and I'm testing OTRS

[otrs] Apache closed connection while updating ITSM

Hello, I was upgrading ITSM (from 3.0.5 to 3.1.5) using AdminPackageManager but Apache closed connection. Afterwards, ITSM appeared upgraded but all its submodules not (ITSM was in 3.1.5, ITSM-Core and others where in 3.0.5). Anyone has any clue as to why it happened and how to prevent it?

Re: [otrs] Checklist

Hi Stefanie, a simple way would be using FAQ Articles. an Agent should insert Article text in the AgentTicketPhone Rich Text editor this way he would be able to read the questions and answer them Kind regards, Juan Clavero De: s.krue...@aswo.com [mailto:s.krue...@aswo.com] Enviado el:

[otrs] Search tickets linked to some object

Hi all, is there any way to look for tickets linked to some object? kind of the linked tickets view in zoom ticket, but in its own view Kind regards, Juan Clavero - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive:

[otrs] RegExp in ACL

Hi all, I have a question about RegExp in ACL's We have several mail accounts, each one going to a different Raw queue (let's say a.otrs@xxx goes to a.raw, b.otrs@xxx goes to b.raw) there is a first level for each of these raw accounts (queues a.first_level and b.first_level) and then a second

Re: [otrs] RegExp in ACL

, Johannes Hoerburger -- Custom Engineering OTRS AG Europaring 4 D-94315 Straubing Am 30.10.2012 um 10:45 schrieb Juan Manuel Clavero Almirón: Hi all, I have a question about RegExp in ACL's We have several mail accounts, each one going to a different Raw queue (let's say a.otrs

[otrs] Kerberos and LDAP Authentication

Hi all, our company network offers Domain (Kerberos) and LDAP authentification. Since the beginning of the OTRS project, we've been using LDAP Auth, but people in Domain would like to enable Kerberos Auth in OTRS. I've succesfully enabled Kerberos in Apache and AuthModule =

Re: [otrs] Kerberos and LDAP Authentication

, at 11:46 AM, Juan Manuel Clavero Almirón juanm.clav...@ibsalut.es wrote: Hi all, our company network offers Domain (Kerberos) and LDAP authentification. Since the beginning of the OTRS project, we've been using LDAP Auth, but people in Domain would like to enable Kerberos Auth in OTRS

Re: [otrs] Kerberos and LDAP Authentication

] Kerberos and LDAP Authentication On Nov 12, 2012, at 8:06 AM, Juan Manuel Clavero Almirón juanm.clav...@ibsalut.es wrote: Hi Roy, before changing the config, auth and sync were LDAP. I changed auth to Kerberos, but sync was still LDAP. Check your sync parameter. With mod_auth_kerb you'll

Re: [otrs] Kerberos and LDAP Authentication

kerberos ldap fallback). If you fail Kerberos authentication then Apache will deny you access to any resources. Steve On 14 November 2012 12:33, Juan Manuel Clavero Almirón juanm.clav...@ibsalut.es wrote: Hi Roy, yes, I do sync against the samaccountname. I capture it from the kerb login using

[otrs] 'To' field in new note

Hi all, simple question: anybody knows in which cases a note will be saved with the 'To' field? I've been making tests and it seems that if the agent writing the note is different to the owner of the ticket, OTRS will add the owner as the To field. But my tests fail as to the responsible of

Re: [otrs] Ticket disappear after its closed

What do you mean by “disappear”? how do you search it? What happens if you go to http://Your_OTRS_Server/otrs/index.pl?Action=AgentTicketZoom;TicketNumber=Number_Of_A_Closed_Ticket? Kind regards, Juan Clavero De: Jean BROW [mailto:everyday...@gmail.com] Enviado el: lunes, 14 de enero de 2013

[otrs] ACL to hide Dynamic Field

Hi all, I'd like to know if it's possible (and, if so, how) to hide a Dynamic_Field from a view using ACL. I know I can remove all the possible options from a Dynamic_Field, but I want to totally hide the field. Kind regards, Juan Clavero

[otrs] Problem with big articles

Hi all, Our OTRS server is having problems serving the body of an article. The size of the body is little more than 2.5 MB. There is an Apache thread at 100%CPU but MySQL:'show processlist' lists all entries in Sleep state. Anyone is having a similar problem? Kind regards, Juan Clavero OTRS

[otrs] How does PerformanceLog::FileMax config option works?

Hi all, I have PerformanceLog activated and PerformanceLog::FileMax set to 25 (MB), but I just checked and the size of my Performance.log is 76M When does OTRS check the size of the log? Un saludo, Juan Clavero Almirón Gestiò d’Identitats, Firma i Custòdia Gestió de serveis TI Oficina de

[otrs] Modify Criticality on a ticket basis

Hi all, I have a doubt about Criticality - Impact - Priority Matrix. Maybe is due to a poor understanding of ITIL but please, be kind and argue your answer... Let's say that our OTRS system has a service called OTRS with a criticality of 4 high because, if it fails, no agent can work. Let's

[otrs] Cron errors enter as new tickets in OTRS

Hi all, Usually, when a cronjob fails, it sends a mail to user@hostname. Some weeks ago, I was testing a Generic Agent task in DEV environment and it failed. The job was running as OTRS user, so the mail went to otrs@hostname and it went into the system in the first otrs.PostMasterMailbox.pl

Re: [otrs] getting following error constantly

Hi Darshak, I found this error happens when an Agent with no queue in “My Queues” access the Dashboard. I solved it sending an email to all agents telling them to update “My Queues” personal preferences. Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an

[otrs] Security Advisory RSS feed

Hi all, I needed a way to enter OTRS Security Advisories directly into our OTRS system (let's say it's sort of company policy). To do so, I created a Yahoo Pipe that retrieves the public OTRS feed in english, shows only Security Advisories and fills the description with the website HTML (this

Re: [otrs] Hyperlinks dead? (javascript enabler)

Hi Martin, If there's a javascript problem when loading the site, the javascript enabler won't execute. Can't you enable Firefox webmaster utils to see if there's been any javascript error? De: Martin Hochreiter [linux...@wavenet.at] Enviado el: miércoles,

Re: [otrs] can't write temp files on CentOS

thank you for your answer but, as I said before, both users ‘otrs’ and ‘apache’ can write a file in that location via the command line. Any other idea? Kind regards, Juan Clavero De: Leonardo Certuche [mailto:leonardo.certu...@itconsultores.com.co] Enviado el: miércoles, 25 de mayo de 2016

[otrs] Include Ticket Menu Action in ACL change settings

Hi all, I'd be interested in setting an ACL to restrict the possible queues in which a ticket can be marked as Spam. As I understand the ACL section of the admin manual, I'd have to add the AgentTicketMove action in the PossibleNot change section, but this would also prevent a normal move,

[otrs] ZoomTimeline OTRSBusiness feature

Hi all, just out of curiosity, what is the ZoomTimeline OTRSBusiness feature? I've seen references in the code but none in the otrs solutions page. Kind regards, Juan Clavero - OTRS mailing list: otrs - Webpage:

[otrs] confused by column filters

Hi all, I am slightly confused by the behaviour of some column filters in the TickerOverviewSmall outputs. By default, all column filters throw an AJAX request to get the list of possible values of the column between those of the tickets listed. But then Owner and Customer filter aparently

[otrs] can't write temp files on CentOS

Hi all, I'm building a new test machine using CentOS 7 and the installer otrs-5.0.7-01.noarch.rpm. When I go to URL/otrs/index.pl, I get several errors similar to Can't write '/opt/otrs/var/httpd/htdocs/skins/Agent/default/css-cache//ResponsiveCSS_49d1dd3293258ec1feecbb6b4e0d94b5.css':