Hi,
How to enable LDAP synchronisation where can I find that option.
Thanks,
Prafulla
>>> [EMAIL PROTECTED] 08-Mar-06 6:00:33 pm >>>
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Today's Topics:
1. RE: ldap sync (Patrik Forsberg)
2. RE: Feature-Requests for "OTRS goes ITIL" (Patrik Forsberg)
3. SLA Management (siengchye-oh)
4. RE: SLA Management (Peter van Beugen)
5. RE: Populating OTRS (Kevin Carrell)
6. Re: Feature-Requests for 'OTRS goes ITIL'
([EMAIL PROTECTED])
7. Re: Feature-Requests for "OTRS goes ITIL" (Alexander Scholler)
----------------------------------------------------------------------
Message: 1
Date: Wed, 8 Mar 2006 12:02:07 +0100
From: "Patrik Forsberg" <[EMAIL PROTECTED]>
Subject: RE: [otrs] ldap sync
To: "User questions and discussions about OTRS.org" <[email protected]>
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"
> in 1.3 versions you had to add the following lines to
> Config.pm when you
> wanted to sync with an ldap backend:
>
> <snip>
> #UserSyncLDAPMap
> $Self->{UserSyncLDAPMap} =
> {
> # DB -> LDAP
> Firstname => 'givenName',
> Lastname => 'sn',
> Email => 'mail',
> };
> </snip>
>
> I thought that i won't need to add this Lines in 2.x Versions ?
> However, sync with my OpenLdap Backend won't work with otrs 2.0.4
> without the Lines above - is that "intended" or is there any other
> configuration parameter i am missing ?
I actuly just did this :)
First login with a user that exist in your LDAP directory, before aculy
enabling the LDAP connection.
Then when you have the user make it admin.
When this is done logout and enable the LDAP configuration again. Then
login to OTRS again and go into the SysConfig and enable LDAP
Syncronization. After this any user in the LDAP can login and you can
put them into the correct group(s).
Very easy aculy once I found the little trick described above :)
//patrik
------------------------------
Message: 2
Date: Wed, 8 Mar 2006 12:03:27 +0100
From: "Patrik Forsberg" <[EMAIL PROTECTED]>
Subject: RE: [otrs] Feature-Requests for "OTRS goes ITIL"
To: "User questions and discussions about OTRS.org" <[email protected]>
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"
I might be on the wrong track here.. but here are some thoughts..
> I was very appreciated to read on the otrs.org-Website that
> "OTRS goes
> ITIL", meaning that OTRS aspires to reach an ITIL-certificate
> - whatever
> this means...?
>
> I think that the current OTRS-implementation lacks the distinction of
> incoming requests. Is it a
> * incident
> * service-request, especially
> - change request
> - request for information or education
> (* problem)
>
> (We currently bypass this missing feature by using priorities like
> 1 - request for info, 2 - rfc/low, 3 - rfc/high,
> 4 - incident/low, 5 - incident/normal. 6 - incident/high)
This can be arranged with abit of inituative procmail filtering together
with GenericAgent and different queues. A queue could be
SLA<any-given-name> and RFC for example where the queue escalation time
and the people watching it is a specified ammount of people while
another SLA and incident/high where the priority and escalation time
would be a whole lot shorter.
Also different mail adresses for different things .. like for "request
info" the de facto standard seem to be [EMAIL PROTECTED]
> Another weak point is the consideration/integration of SLA on
> ticket-work.
Here .. ether different queues as discussed above or different
priorites.
> Perhaps my posting helps efforts of the otrs-developers by
> initiating a
> discussion of this topic.
------------------------------
Message: 3
Date: Wed, 8 Mar 2006 19:10:33 +0800
From: "siengchye-oh" <[EMAIL PROTECTED]>
Subject: [otrs] SLA Management
To: [email protected]
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=iso-8859-1
Hi all,
I have just installed OTRS and it looks good out of box. I have a requirement
to define 3 levels of SLA with regard to response time (15 mins, 30 mins and 1
hour). Appreciate any advice from anyone who had implemented similar conditions
before.
Also, is there anyone who had implemented SIRIOS? I am looking for
installation instruction as the manual is only in english.
Thanks in advance.
Regards,
Oh Sieng Chye)
------------------------------
Message: 4
Date: Wed, 8 Mar 2006 12:27:56 +0100
From: "Peter van Beugen" <[EMAIL PROTECTED]>
Subject: RE: [otrs] SLA Management
To: "User questions and discussions about OTRS.org" <[email protected]>
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"
It is very very easy in OTRS
Just create 3 queues and POP3 accounts (and 3 different e-mail adresses) or by
PostMaster Filter.
Read the OTRS manual....
Regards,
Peter van Beugen
Telecom Direct Almere BV
-----Oorspronkelijk bericht-----
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens siengchye-oh
Verzonden: woensdag 8 maart 2006 12:11
Aan: [email protected]
Onderwerp: [otrs] SLA Management
Hi all,
I have just installed OTRS and it looks good out of box. I have a requirement
to define 3 levels of SLA with regard to response time (15 mins, 30 mins and 1
hour). Appreciate any advice from anyone who had implemented similar conditions
before.
Also, is there anyone who had implemented SIRIOS? I am looking for
installation instruction as the manual is only in english.
Thanks in advance.
Regards,
Oh Sieng Chye)
_______________________________________________
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Archive: http://lists.otrs.org/pipermail/otrs
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=> http://www.otrs.de/
------------------------------
Message: 5
Date: Wed, 8 Mar 2006 11:59:02 -0000
From: "Kevin Carrell" <[EMAIL PROTECTED]>
Subject: [otrs] RE: Populating OTRS
To: <[email protected]>
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"
Thanks for that Guys
Kev
-----Original Message-----
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL
PROTECTED]
Sent: 08 March 2006 10:44
To: [email protected]
Subject: otrs Digest, Vol 32, Issue 10
Send otrs mailing list submissions to
[email protected]
To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
[EMAIL PROTECTED]
You can reach the person managing the list at
[EMAIL PROTECTED]
When replying, please edit your Subject line so it is more specific than "Re:
Contents of otrs digest..."
Today's Topics:
1. Re: Integration with OTRS. ([EMAIL PROTECTED])
2. Feature-Requests for "OTRS goes ITIL" (Alexander Scholler)
3. Re: Otrs first install dns problem? (Marko Karg)
4. Populating OTRS (Kevin Carrell)
5. Re: Populating OTRS ([EMAIL PROTECTED])
6. RE: Populating OTRS (Thomas Nilsen)
7. Re: Feature-Requests for "OTRS goes ITIL" (BALAN, Daniel)
----------------------------------------------------------------------
Message: 1
Date: Wed, 8 Mar 2006 07:47:50 +0100
From: [EMAIL PROTECTED]
Subject: Re: [otrs] Integration with OTRS.
To: "User questions and discussions about OTRS.org" <[email protected]>
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"
hmmmmm,
there is a complete (web-driven) Userinterface integrated in OTRS that can be
configured and fitted to your needs...
Search documentation and Mailing lists for "theme" and "user interface".
this interface can easily handle all the things you mentioned below....
Li
[EMAIL PROTECTED] schrieb am 07.03.2006 16:00:11:
> Good day!
>
> First of all sorry if this list isn't the correct place for such a
question.
>
> I'm have to write som kind of web-interface for users to pass requests
> to OTRS and see results of request processing. First (passing requests
> to OTRS) can be done simple by sending an e-mail message as far as I
> know, but how can I get ticket status? Or may be I can define some
> kind of callback, that will be called every time ticket is processed?
>
> I looked through OTRS documentation (may be not so attentively as I
> should) and had no luck.. :/
>
> Any links, comments etc. will be highly appreciated.
>
> Thanks in advance.
>
> --
> Regards,
> Eugene Kosov.
> _______________________________________________
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> Support oder Consulting f?r Ihr OTRS System?
> => http://www.otrs.de/
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Message: 2
Date: Wed, 08 Mar 2006 07:53:35 +0100
From: Alexander Scholler <[EMAIL PROTECTED]>
Subject: [otrs] Feature-Requests for "OTRS goes ITIL"
To: "User questions and discussions about OTRS.org" <[email protected]>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=UTF-8; format=flowed
Hi all,
I was very appreciated to read on the otrs.org-Website that "OTRS goes ITIL",
meaning that OTRS aspires to reach an ITIL-certificate - whatever this means...?
I think that the current OTRS-implementation lacks the distinction of incoming
requests. Is it a
* incident
* service-request, especially
- change request
- request for information or education
(* problem)
(We currently bypass this missing feature by using priorities like
1 - request for info, 2 - rfc/low, 3 - rfc/high,
4 - incident/low, 5 - incident/normal. 6 - incident/high)
Another weak point is the consideration/integration of SLA on ticket-work.
Perhaps my posting helps efforts of the otrs-developers by initiating a
discussion of this topic.
Bye, Alex
------------------------------
Message: 3
Date: Wed, 08 Mar 2006 09:07:44 +0100
From: Marko Karg <[EMAIL PROTECTED]>
Subject: Re: [otrs] Otrs first install dns problem?
To: "User questions and discussions about OTRS.org" <[email protected]>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
Hi Karl,
Trasschaert Karl wrote:
> I've just install otrs on a windows computer.
>
> It looks to works, i can connect to the root account.
> When i tryes to create a new customer i've this error : "Attention:
> Email address ([EMAIL PROTECTED]) not valid (invalid [EMAIL PROTECTED] (DNS
> problem: couldn't create socket: Unknown error)! )! "
>
> Did anyone know hot to resolve that?
> I've the same problem when i try to create a new user.
>
((otrs)) performs some checks on e-mail addresses, to verify that they are
valid. Obviously you entered some addresses which make these tests fail.
You may turn off checks in the Core Module: Go to SysConfig, select "Framework"
in the Group selection, then the Core Module, and disable the e-mail address
checks.
If you do not have internet connectivity or at least connection to a DNS server
from the machine running ((otrs)) you should also disable CheckMXRecord.
Hope that helped - kind regards from Straubing!
Marko Karg
--
((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769
http://www.otrs.com/ :: Communication with success!
------------------------------
Message: 4
Date: Wed, 8 Mar 2006 09:44:46 -0000
From: "Kevin Carrell" <[EMAIL PROTECTED]>
Subject: [otrs] Populating OTRS
To: <[email protected]>
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"
The answer to my question is probably staring me and my manager in the
face, but as there are only 2 of us at the moment trying to to do 4
peoples jobs, it is possible I have missed the solution while searching
the FAQ's and Manual.
I would like to know if it is posiible to populate OTRS user information
by importing data from Active Directory.
If it is, and it is in the Manual or the FAQ database. Could someone
please point me in the right direction by link or location within
manual.
Very Best regards
Kevin Carrell
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Message: 5
Date: Wed, 8 Mar 2006 11:01:01 +0100
From: [EMAIL PROTECTED]
Subject: Re: [otrs] Populating OTRS
To: "User questions and discussions about OTRS.org" <[email protected]>
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"
you do not have to populate...
use the ldap instead.
if you search the mailing list by that you may find a lot of entries
therefore.
hth a bit
Li
[EMAIL PROTECTED] schrieb am 08.03.2006 10:44:46:
> The answer to my question is probably staring me and my manager in
> the face, but as there are only 2 of us at the moment trying to to
> do 4 peoples jobs, it is possible I have missed the solution while
> searching the FAQ's and Manual.
>
> I would like to know if it is posiible to populate OTRS user
> information by importing data from Active Directory.
> If it is, and it is in the Manual or the FAQ database. Could someone
> please point me in the right direction by link or location within
manual.
>
> Very Best regards
>
> Kevin Carrell
>
> _______________________________________________
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> Support oder Consulting für Ihr OTRS System?
> => http://www.otrs.de/
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Message: 6
Date: Wed, 8 Mar 2006 11:04:54 +0100
From: "Thomas Nilsen" <[EMAIL PROTECTED]>
Subject: RE: [otrs] Populating OTRS
To: "User questions and discussions about OTRS.org" <[email protected]>
Message-ID:
<[EMAIL PROTECTED]>
Content-Type: text/plain; charset="us-ascii"
There's a howto in the 1.3 documentation which describes the AD
integration
http://doc.otrs.org/1.3/en/html/ldap-integration.html#AEN870
Thomas
________________________________
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Kevin Carrell
Sent: Wednesday, March 08, 2006 10:45 AM
To: [email protected]
Subject: [otrs] Populating OTRS
The answer to my question is probably staring me and my manager in the
face, but as there are only 2 of us at the moment trying to to do 4
peoples jobs, it is possible I have missed the solution while searching
the FAQ's and Manual.
I would like to know if it is posiible to populate OTRS user information
by importing data from Active Directory.
If it is, and it is in the Manual or the FAQ database. Could someone
please point me in the right direction by link or location within
manual.
Very Best regards
Kevin Carrell
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Message: 7
Date: Wed, 8 Mar 2006 12:43:40 +0200
From: "BALAN, Daniel" <[EMAIL PROTECTED]>
Subject: Re: [otrs] Feature-Requests for "OTRS goes ITIL"
To: "User questions and discussions about OTRS.org" <[email protected]>
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------------------------------
Message: 6
Date: Wed, 8 Mar 2006 12:24:34 -0000 (GMT)
From: [EMAIL PROTECTED]
Subject: Re: [otrs] Feature-Requests for 'OTRS goes ITIL'
To: "User questions and discussions about OTRS.org" <[email protected]>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain;charset=iso-8859-1
Would tend agree with Nils view. Using addresses for specific classes of
incoming message to automatically place those messages in class related
queue is a very flexible approach and there is more than one way to
implement this for otrs.
The simplest would to create virtual addresses for the otrs account and
configure otrs to associate queues with addresses. More complex checks can
be implemented using procmail (e.g. Subject or body text pattern
matching).
Of course people will send to an inappropriate address that will have to
be corrected by the agent, but this approach reduces the need of agent to
set priorities for incoming requests and allow for the proper use of
priorities to handle call escalation.
Nils Breunese (Lemonbit Internet) said:
> Alexander Scholler wrote:
>
>> I think that the current OTRS-implementation lacks the distinction of
incoming requests. Is it a
>> * incident
>> * service-request, especially
>> - change request
>> - request for information or education
>> (* problem)
>> (We currently bypass this missing feature by using priorities like
>> 1 - request for info, 2 - rfc/low, 3 - rfc/high,
>> 4 - incident/low, 5 - incident/normal. 6 - incident/high)
>
> I don't think OTRS is lacking anything in this respect. Just create
different mail adresses for your different types of requests (who says
everyone has the same types you would use?) and put the incoming tickets
in different queues depending on to which mail address they were sent. You
could add priorities to the mix, but I'd start by using separate queues.
Since everyone will have a different setup there isn't any default queue
setup that differentiates between
> queues, but just a single queue. Just remember that OTRS is used by more
people than just people that run a business that is like the one you run.
>
> Nils Breunese.
> _______________________________________________
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> Support oder Consulting für Ihr OTRS System?
> => http://www.otrs.de/
>
>
------------------------------
Message: 7
Date: Wed, 08 Mar 2006 13:30:21 +0100
From: Alexander Scholler <[EMAIL PROTECTED]>
Subject: Re: [otrs] Feature-Requests for "OTRS goes ITIL"
To: "User questions and discussions about OTRS.org" <[email protected]>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
Hi Nils,
I can't agree with you.
Nils Breunese (Lemonbit Internet) schrieb:
> Alexander Scholler wrote:
>
>> I think that the current OTRS-implementation lacks the distinction of
>> incoming requests. Is it a
>> * incident
>> * service-request, especially
>> - change request
>> - request for information or education
>> (* problem)
>>
>> (We currently bypass this missing feature by using priorities like
>> 1 - request for info, 2 - rfc/low, 3 - rfc/high,
>> 4 - incident/low, 5 - incident/normal. 6 - incident/high)
>
> I don't think OTRS is lacking anything in this respect. Just create
> different mail adresses for your different types of requests (who says
> everyone has the same types you would use?) and put the incoming tickets
> in different queues depending on to which mail address they were sent.
This means that the customer has to decide whether he has a change
request or incident. I think a "normal customer" definitely can't do
that - often it's difficult for agents to classify an incoming ticket.
Consider also that a incident often results in a problem resulting in a
change request => this is another feature request for an ITIL-conform
OTRS. E.g. making a change-request-ticket out of an incident-ticket with
automatically linking these tickets.
> You could add priorities to the mix, but I'd start by using separate
> queues.
My opinion is that queues should be used to categorize the tickets e.g.
Server, Client, Printing so that these queues can be used
* to analyze where requests appear
* to let experts work on their queue(s)
* to define ACLs on queues (if a big OTRS-installation is in place)
Continuing your argumentation results e.g. in the following queues:
* server
- rfc
- incindet
* client
- rfc
- incident
If I use these queues, I also can forget the implemented
priority-feature and use instead:
* server
- rfc
. high
. low
- incident
. high
. low
* client
[...]
This example shall prove that another ticket-property, beside
* Queue
* Priority
* Customer
etc. is useful - this ticket-property is "classification" with thinkable
values
* rfc
* incident
* request for information
Surely, I can use ticketkey/value for that, but this information is too
important to be "hidden" at this place, because
Ticket-classification is, in my opinion, the first work that has to be
done on a incoming ticket.
Bye, Alex
------------------------------
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************************************
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