[otrs] New Web Ticket --> Queue

[DHilsbos]

All;

I'm running OTRS 5, and I'm hoping that you can help me with a minor annoyance.

Is it possible / how would I go about removing the Queue selection from the 
Customer website, and always have new web tickets go into a pre-determined 
queue?

Thank you,

Dominic Hilsbos
Director - Information Technology 
Perform Air International Inc.

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Re: [otrs] OTRS Duplicate Notification event

[DHilsbos]

Rose;

I'm sorry, I don't use OTRS 3, I'm running OTRS 5, so I don't know anything at 
all about how your system should be set up.

Hopefully one of the users of OTRS 3 will notice this thread and hazard an 
opinion.

Thank you,

Dominic L. Hilsbos, MBA, CSDA 
Director – Information Technology 
Perform Air International Inc.


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rose 
Dowson
Sent: Friday, April 29, 2016 9:05 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] OTRS Duplicate Notification event

Hi,
   I have OTRS 3.0.7 and I have tree notifications event which are : 
TicketOwnerUpdate, TicketStateUpdate, TicketQueueUpdate. When any of my agents 
has a new ticket he receive 5 notifications mails that contain New owner the 
agent name.
So I didn't know what is the problem. Please could you help me.
Best Regards,

2016-04-29 16:56 GMT+01:00 :
Rose;

Could you provide additional detail about your situation?  What version of OTRS 
are you running?  Do you have any custom events configured?  Does only one 
agent get multiple notifications, or do all your agents get multiple 
notifications?  How are you changing the owner of the ticket?

Have you looked at the ticket history?  My ticket history shows all the 
notifications that are sent.

Dominic L. Hilsbos, MBA, CSDA
Director – Information Technology
Perform Air International Inc.


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rose 
Dowson
Sent: Friday, April 29, 2016 7:43 AM
To: User questions and discussions about OTRS.
Subject: [otrs] OTRS Duplicate Notification event

Hi,
   I have a problem with OTRS notification my agent has duplicate notification 
when he is the new Owner of this ticket.
So what is the problem ? Do you have any ideas ?

Best Regards,
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Re: [otrs] OTRS Duplicate Notification event

[DHilsbos]

Rose;

Could you provide additional detail about your situation?  What version of OTRS 
are you running?  Do you have any custom events configured?  Does only one 
agent get multiple notifications, or do all your agents get multiple 
notifications?  How are you changing the owner of the ticket?

Have you looked at the ticket history?  My ticket history shows all the 
notifications that are sent.

Dominic L. Hilsbos, MBA, CSDA 
Director – Information Technology 
Perform Air International Inc.


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Rose 
Dowson
Sent: Friday, April 29, 2016 7:43 AM
To: User questions and discussions about OTRS.
Subject: [otrs] OTRS Duplicate Notification event

Hi,
   I have a problem with OTRS notification my agent has duplicate notification 
when he is the new Owner of this ticket.
So what is the problem ? Do you have any ideas ?

Best Regards, 
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Re: [otrs] FW: {Spam not delivered} Important Tax Information For ROYAL ARABIANS LLC Account Ending In 2808

[DHilsbos]

Wow... That's embarrassing.

Meant to send a request to our OTRS system, sent it to you guys instead.

Dominic L. Hilsbos, MBA, CSDA 
Director - Information Technology 
Perform Air International Inc.


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
dhils...@performair.com
Sent: Thursday, March 10, 2016 8:18 AM
To: otrs@otrs.org
Subject: [otrs] FW: {Spam not delivered} Important Tax Information For ROYAL 
ARABIANS LLC Account Ending In 2808

Please release the below email.

Dominic L. Hilsbos, MBA, CSDA 
Director - Information Technology 
Perform Air International Inc.


-Original Message-
From: MailScanner [mailto:itmana...@performair.com] 
Sent: Thursday, March 10, 2016 6:45 AM
To: Dominic Hilsbos
Subject: {Spam not delivered} Important Tax Information For ROYAL ARABIANS LLC 
Account Ending In 2808

Our UCE (spam) detectors have been triggered by a message you received:-
  From: merchantsupp...@merchants-help.com
  Subject: Important Tax Information For ROYAL ARABIANS LLC Account Ending In 
2808
  Date: Thu Mar 10 13:44:42 2016
This message has not been delivered. The detectors that were triggered are 
spam, SpamAssassin.

The message to you has been detected as spam based on either its contents or 
the mail server which sent the message to us, or both.

We do not accept unsolicited commercial (spam) e-mail and actively work to stop 
it.

If you have any questions about this, or you believe you have received this 
message in error, please contact the site system administrators.

Your system administrators will need the following information:
  Server name: Mailborder (mail02.mcgown.enterprises)
  Message id: 6AAE940440.A4481
  Date code: 20160310

--
MailScanner
Email Virus Scanner
Mailborder Systems
www.mailborder.com
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[otrs] FW: {Spam not delivered} Important Tax Information For ROYAL ARABIANS LLC Account Ending In 2808

[DHilsbos]

Please release the below email.

Dominic L. Hilsbos, MBA, CSDA 
Director - Information Technology 
Perform Air International Inc.


-Original Message-
From: MailScanner [mailto:itmana...@performair.com] 
Sent: Thursday, March 10, 2016 6:45 AM
To: Dominic Hilsbos
Subject: {Spam not delivered} Important Tax Information For ROYAL ARABIANS LLC 
Account Ending In 2808

Our UCE (spam) detectors have been triggered by a message you received:-
  From: merchantsupp...@merchants-help.com
  Subject: Important Tax Information For ROYAL ARABIANS LLC Account Ending In 
2808
  Date: Thu Mar 10 13:44:42 2016
This message has not been delivered. The detectors that were triggered are 
spam, SpamAssassin.

The message to you has been detected as spam based on either its contents or 
the mail server which sent the message to us, or both.

We do not accept unsolicited commercial (spam) e-mail and actively work to stop 
it.

If you have any questions about this, or you believe you have received this 
message in error, please contact the site system administrators.

Your system administrators will need the following information:
  Server name: Mailborder (mail02.mcgown.enterprises)
  Message id: 6AAE940440.A4481
  Date code: 20160310

--
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Email Virus Scanner
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Re: [otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch

[DHilsbos]

David;

Look beyond the error message itself, and you find that the original message 
comes from... OTRS.  Transferred directly to my internal Exchange server, as it 
should (and does) do with all OTRS communications.  This communication, 
apparently from one of the cron job(s) doesn't use correct email addresses.

Received: from otrs.performair.com () by 
  with Microsoft SMTP Server id 14.3.248.2; Tue, 8 
Mar 2016
 18:10:42 -0700
Content-Type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: quoted-printable
MIME-Version: 1.0
Subject: OTRS Scheduler Daemon Cron: MailAccountFetch
X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/)
X-Mailer: OTRS Mail Service (5.0.5)
Date: Tue, 8 Mar 2016 18:10:46 -0700
Message-ID: <1457485846.16460.3115273...@otrs.performair.com>
To: 
Organization: McGown Enterprises
From: OTRS Notifications 
Return-Path: o...@otrs.performair.com
X-TM-AS-Product-Ver: SMEX-11.1.0.1239-7.500.1018-22178.006
X-TM-AS-Result: No--0.464500-5.00-31
X-TM-AS-User-Approved-Sender: No
X-TM-AS-User-Blocked-Sender: No

Higlights:
Received: from otrs.performair.com
Subject: OTRS Scheduler Daemon Cron: MailAccountFetch
From: OTRS Notifications   (WTH does this address com 
from?)

How can I get the Cron job(s) to not send email to my mail infrastructure?

Thank you,

Dominic L. Hilsbos, MBA, CSDA 
Director - Information Technology 
Perform Air International Inc.

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David 
Boyes
Sent: Wednesday, March 09, 2016 9:08 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch



> On Mar 9, 2016, at 10:26 AM, "dhils...@performair.com" 
>  wrote:
> 
> David;
> 
> The message is coming from OTRS, of course the MTA is unconfigured, the only 
> thing the server does is run OTRS.

The message you quoted is an Exchange message, so the problem is there. 
Exchange (stupidly) has filters for common misconfigurations which are usually 
not helpful.

> 
> Why is there a piece of OTRS that is trying to send mail to server superuser 
> account?  What does this email (from an OTRS daemon) likely indicate?

OTRS sends mail to root about configuration problems, as root is most likely to 
be the one that can fix it. 

>From the subject line, the message is probably a notification that the OTRS 
>scheduler is not running (just a guess) or that there's a problem fetching new 
>mail. It's probably sending the message to all the OTRS admin ids, which 
>include root by default.

> 
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Re: [otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch

[DHilsbos]

David;

The message is coming from OTRS, of course the MTA is unconfigured, the only 
thing the server does is run OTRS.

Why is there a piece of OTRS that is trying to send mail to server superuser 
account?  What does this email (from an OTRS daemon) likely indicate?

Thank you,

Dominic L. Hilsbos, MBA, CSDA 
Director - Information Technology 
Perform Air International Inc.


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David 
Boyes
Sent: Wednesday, March 09, 2016 8:02 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch

Look into configuring a real host name for outgoing mail (or rewrite all 
outgoing headers to u...@performair.com) in your MTA configuration. That 
message usually triggers due to Exchange detecting unconfigured mail servers. 
'Root@localhost' is usually a sign of an unconfigured system.

> On Mar 9, 2016, at 9:51 AM, "dhils...@performair.com" 
>  wrote:
> 
> All;
> 
> I'm receiving several of the below emails every day.
> 
> From: Dominic Hilsbos
> Sent: Tuesday, March 08, 2016 7:13 PM
> To: Dominic Hilsbos
> Subject: Undeliverable: OTRS Scheduler Daemon Cron: MailAccountFetch
> 
>  rejected your message to the following e-mail 
> addresses:
> root@localhost
>  gave this error:
> Hop count exceeded - possible mail loop A problem occurred during the 
> delivery of this message. Please try to resend the message later. If the 
> problem continues, contact your helpdesk.
> 
> Diagnostic information for administrators:
> Generating server: performair.com
> root@localhost
>  #554 5.4.6 Hop count exceeded - possible mail 
> loop ## Original message headers:
> 
> Received: from otrs.performair.com () by  Exchange Server>
> (192.168.150.22) with Microsoft SMTP Server id 14.3.248.2; Tue, 8 Mar 
> 2016
> 18:10:42 -0700
> Content-Type: text/plain; charset="utf-8"
> Content-Disposition: inline
> Content-Transfer-Encoding: quoted-printable
> MIME-Version: 1.0
> Subject: OTRS Scheduler Daemon Cron: MailAccountFetch
> X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/)
> X-Mailer: OTRS Mail Service (5.0.5)
> Date: Tue, 8 Mar 2016 18:10:46 -0700
> Message-ID: <1457485846.16460.3115273...@otrs.performair.com>
> To: 
> Organization: McGown Enterprises
> From: OTRS Notifications 
> Return-Path: o...@otrs.performair.com
> X-TM-AS-Product-Ver: SMEX-11.1.0.1239-7.500.1018-22178.006
> X-TM-AS-Result: No--0.464500-5.00-31
> X-TM-AS-User-Approved-Sender: No
> X-TM-AS-User-Blocked-Sender: No
> 
> How can I configure OTRS to either not send whatever this email is, or to 
> send it correctly (i.e. from a proper email address, and to a proper email 
> address)?
> 
> This behavior just started a couple days ago, though we've been running OTRS 
> for several months.  I upgrade OTRS from 5.0.5 to 5.0.7 last night, but 
> received 4 more of these this morning. 
> 
> Thank you,
> 
> Dominic L. Hilsbos, MBA, CSDA
> Director - Information Technology
> Perform Air International Inc.
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] Modify Ticket Close State

[DHilsbos]

Susan;

That got me where I wanted to go, thank you.

Thank you,

Dominic L. Hilsbos, MBA, CSDA 
Director - Information Technology 
Perform Air International Inc. 


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Susan 
Dittmar
Sent: Wednesday, March 09, 2016 3:21 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Modify Ticket Close State

dhils...@performair.com schrieb:
>I had a technician close a ticket with a state of "closed unsuccessful," 
>when in fact it should have been "closed successful."
>
>Where can I go in the tables to change that?

If you really want to do it in the database directly, here's how I would get to 
it. I'm going from memory here, so consult mysql manuals in case of any doubts.

- log into mysql (either as root or as otrs user, as you need read/write access
- "use otrs;" to chooose the database
- "show tables;" to list all tables

You will need several tables. There's the ticket state table for one. I don't 
know the exact name, I assume ticket_state.
- "explain ticket_state;" to have mysql tell you about all fields in this table
- "select * from ticket_state;" (short list probably) to list all entries

This will give you the state ids you need: The id for "closed unsuccessfully" 
and the id for "closed successfully".

Now on to exploring where the ticket state is saved. If I remember correctly, 
that's either in the ticket table or in the article table. Have mysql tell you 
that via "explain ticket;".

You do not want to do a "select * from ticket" without more details. But you 
should know the ticket number for the offending ticket. So you can look at the 
current entry via "select * from ticket where tn="your ticket number";"

(Read the rest completely before executing!)

Now to change the value, once you are very sure you know the where statement 
will select the right table row, it's something like (I'm guessing the names, 
verify them!)

"update ticket set state_id= where tn="your ticket 
number";"

(replace table name, field name, and the id for the "closed successfully" state 
in this command!)

Before you do that update command, first lock the otrs tables via "lock tables 
otrs.*;" (look up syntax if mysql objects). Then repeat the last select command 
to ensure your where clause is still the correct one. Only you can do changes 
now, so once this is verified, no one can spoil it any more. Then you do the 
update. And then you do "unlock tables;" so others can work with the database 
again. The more users your OTRS system has, the better prepare this block of 
commands, as no one can change anything in the system while you keep the tables 
locked. Which is exactly why you lock them in the first place!

Hope that helps you along,

Susan

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[otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch

[DHilsbos]

All;

I'm receiving several of the below emails every day.

From: Dominic Hilsbos 
Sent: Tuesday, March 08, 2016 7:13 PM
To: Dominic Hilsbos
Subject: Undeliverable: OTRS Scheduler Daemon Cron: MailAccountFetch

 rejected your message to the following e-mail addresses:
root@localhost
 gave this error:
Hop count exceeded - possible mail loop 
A problem occurred during the delivery of this message. Please try to resend 
the message later. If the problem continues, contact your helpdesk.

Diagnostic information for administrators:
Generating server: performair.com
root@localhost
 #554 5.4.6 Hop count exceeded - possible mail loop ##
Original message headers:

Received: from otrs.performair.com () by 
 (192.168.150.22) with Microsoft SMTP Server id 14.3.248.2; Tue, 8 Mar 2016
 18:10:42 -0700
Content-Type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: quoted-printable
MIME-Version: 1.0
Subject: OTRS Scheduler Daemon Cron: MailAccountFetch
X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/)
X-Mailer: OTRS Mail Service (5.0.5)
Date: Tue, 8 Mar 2016 18:10:46 -0700
Message-ID: <1457485846.16460.3115273...@otrs.performair.com>
To: 
Organization: McGown Enterprises
From: OTRS Notifications 
Return-Path: o...@otrs.performair.com
X-TM-AS-Product-Ver: SMEX-11.1.0.1239-7.500.1018-22178.006
X-TM-AS-Result: No--0.464500-5.00-31
X-TM-AS-User-Approved-Sender: No
X-TM-AS-User-Blocked-Sender: No

How can I configure OTRS to either not send whatever this email is, or to send 
it correctly (i.e. from a proper email address, and to a proper email address)?

This behavior just started a couple days ago, though we've been running OTRS 
for several months.  I upgrade OTRS from 5.0.5 to 5.0.7 last night, but 
received 4 more of these this morning. 

Thank you,

Dominic L. Hilsbos, MBA, CSDA 
Director - Information Technology
Perform Air International Inc.
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Re: [otrs] Modify Ticket Close State

[DHilsbos]

Florian;

If I were to do it that way, the resolution time would change.

Thank you,

Dominic L. Hilsbos, MBA, CSDA 
Director – Information Technology 
Perform Air International Inc.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Florian 
Edlhuber
Sent: Tuesday, March 08, 2016 10:24 AM
To: otrs@otrs.org
Subject: Re: [otrs] Modify Ticket Close State


Hi,
 
07.03.2016 17:16 - dhils...@performair.com schrieb:
> I had a technician close a ticket with a state of "closed unsuccessful," 
> when in fact it should have been "closed successful."
> 
> Where can I go in the tables to change that?

I would never change in the tables (via SQL)
Click on a action to modify the state (for example phone call outbound) and 
close it successfull.



--
Florian
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[otrs] Modify Ticket Close State

[DHilsbos]

All;

I had a technician close a ticket with a state of "closed unsuccessful," when 
in fact it should have been "closed successful."

Where can I go in the tables to change that?

Thank you,

Dominic L. Hilsbos, MBA, CSDA 
Director - Information Technology 
Perform Air International Inc.

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[otrs] Auto Close Timer Setting

[DHilsbos]

OTRS List;

Is there a setting somewhere to reduce the timer for an auto-close?

Can the timer be set on a per-queue basis?

It's possible that I'm going about this in the wrong manner...

I'm setting up a new deployment of OTRS.  I would like to set a goal of 
completing and closing "routine" requests within 2 hours.  Currently, I have a 
queue for routine requests.  I would like the auto-close to close tickets in 
this queue within 60 minutes of setting the auto-close.

Would this be better accomplished with Services and SLAs?

Thank you,

Dominic L. Hilsbos, MBA, EIT, CSDA 
Director - Information Technology 
Perform Air International Inc.
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Re: [otrs] Login not creating a DB entry for a new LDAP agent

[DHilsbos]

Cosme;

The UserEmail attribute is required
This log line:
[Thu Jan 28 10:45:40 2016][Error][Kernel::System::User::UserAdd][348] Need 
UserEmail!

Indicates that there isn't an email address for the agent it is trying to 
insert.
Have you verified the "mail " is a proper attribute of your LDAP server, and 
that it is populated for the agent you're trying to have login?

Can you tell us what your LDAP server is (Microsoft Active Directory, OpenLDAP, 
Apache Directory, etc.)?

Thank you,

Dominic L. Hilsbos, MBA, EIT, CSDA

Director - Information Technology

[Perform Air International, Inc.]

dhils...@performair.com

www.PerformAir.com



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Cosme 
Faria Corrêa
Sent: Thursday, January 28, 2016 11:08 AM
To: otrs@otrs.org
Subject: Re: [otrs] Login not creating a DB entry for a new LDAP agent

Hi Alvaro,

thanks for your help.

I am not sure if I undesrtand.

I walked arround sysconfig, without success.
CustomerInformationCenter


1

Framework

Frontend::Admin


4

Framework

Frontend::Admin::AdminCustomerCompany


1

Framework

Frontend::Admin::AdminCustomerUser


1

Framework

Frontend::Admin::AdminSelectBox


1

Framework

Frontend::Admin::ModuleRegistration


28

Framework

Frontend::Agent


29

Framework

Frontend::Agent::Auth::TwoFactor


4

Framework

Frontend::Agent::Dashboard


11

Framework

Frontend::Agent::LinkObject


1

Framework

Frontend::Agent::ModuleMetaHead


1

Framework

Frontend::Agent::ModuleNotify


7

Framework

Frontend::Agent::ModuleRegistration


15

Framework

Frontend::Agent::NavBarModule


2

Framework

Frontend::Agent::Preferences


13

Framework

Frontend::Agent::SearchRouter


1

Framework

Frontend::Agent::Stats


10

Framework

Frontend::Customer


28

Framework

Frontend::Customer::Auth


26

Framework

Frontend::Customer::Auth::TwoFactor


4

Framework

Frontend::Customer::ModuleMetaHead


I have:

  *   Frontend::Customer::Auth
I do not have:

  *   Frontend::Agent::Auth
Why?


I am using LDAP with memberof.
My idea is:

  *   Do not use root@localhost in normal operation.
  *   LDAP Auth is suppressing DB Auth.
I have no problems If i create, manually, an account and log AFTER.

This is a part of my Config.pm

...
# OpenLDAP
# authenticate agents against ldap
$Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self->{'AuthModule::LDAP::Host'} = '127.0.0.1';
$Self->{'AuthModule::LDAP::BaseDN'} = 'dc=aaa,dc=bb';
$Self->{'AuthModule::LDAP::UID'} = 'uid';

# Check if the user is allowed to auth in a posixGroup
# (e. g. user needs to be in a group clerks to use otrs)
$Self->{'AuthModule::LDAP::GroupDN'} = 'cn=clerks,ou=Group,dc=aaa,dc=bb';
#$Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid';
$Self->{'AuthModule::LDAP::AccessAttr'} = 'member';
$Self->{'AuthModule::LDAP::UserAttr'} = 'DN';

# defines AuthSyncBackend (AuthSyncModule) for AuthModule
# if this key exists and is empty, there won't be a sync.
# example values: AuthSyncBackend, AuthSyncBackend2
$Self->{'AuthModule::UseSyncBackend'} = 'AuthSyncBackend';

# sync agents from ldap to mysql
$Self->{'AuthSyncModule'} = 'Kernel::System::Auth::Sync::LDAP';
$Self->{'AuthSyncModule::LDAP::Host'} = '127.0.0.1';
#$Self->{'AuthSyncModule::LDAP::BaseDN'} = 'ou=People,dc=aaa,dc=bb';
$Self->{'AuthSyncModule::LDAP::BaseDN'} = 'dc=aaa,dc=bb';
$Self->{'AuthSyncModule::LDAP::UID'} = 'uid';

$Self->{'AuthSyncModule::LDAP::UserSyncMap'} = {
# DB -> LDAP
UserFirstname => 'givenName',
UserLastname  => 'sn',
UserEmail => 'mail',
UserMobile=> 'mobile',
#UserComment=> 'description',
};

# AuthSyncModule::LDAP::UserSyncInitialGroups
# (sync following group with rw permission after initial create of first 
agent
# login)
$Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups'} = [
'users',
];

# Attributes needed for group syncs
# (attribute name for group value key)
#$Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'memberUid';
$Self->{'AuthSyncModule::LDAP::AccessAttr'} = 'member';
# (attribute for type of group content UID/DN for full ldap name)
#$Self->{'AuthSyncModule::LDAP::UserAttr'} = 'UID';
$Self->{'AuthSyncModule::LDAP::UserAttr'} = 'DN';

# AuthSyncModule::LDAP::UserSyncGroupsDefinition
# (If "LDAP" was selected for AuthModule and you want to sync LDAP
# groups to otrs groups, define the following.)
$Self->{'AuthSyncModule::LDAP::UserSyncGroupsDefinition'} = {
## ldap group
'cn=netadmins,ou=Group,dc=aaa,dc=bb' => {
## otrs group
'admin' => {
## permission
rw => 1,
ro => 1,
},
},
'cn=users,ou=Group,dc=aaa,dc=bb' => {
'users' => {
rw => 1,
ro => 1,
 

Re: [otrs] Dynamic fields (or something like it) for agents?

[DHilsbos]

Alexandre;

I am new to OTRS also, and have been struggling with similar issues.

Hopefully some insights from another neophyte will help you (and hopefully the 
more experienced will correct any mistakes).

>From what I understand of OTRS' operational philosophy, queues are intended to 
>address challenges like the one you presented.  So, based on the information 
>provided, you might create an "Important" queue, and have your staff (or 
>yourself) put all tickets that need to be tracked separately into that queue.  
>You would then run your statistics against just that one queue.

I suppose, depending on your situation, that Services (as part of OTRS::ITSM) 
and the Service Level Management Module (available as an add on to OTRS::ITSM) 
could also help you solve your problem, though I have no experience with the 
SLM Module.

I hope that helps.

Thank you,

Dominic L. Hilsbos, MBA, CSDA 
Director - Information Technology 
Perform Air International Inc.
 www.PerformAir.com


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Alexandre Lima
Sent: Monday, January 11, 2016 1:01 PM
To: User questions and discussions about OTRS.
Subject: [otrs] Dynamic fields (or something like it) for agents?

Hello!

I need to configure my OTRS but I'm having some problems... I thought that 
Dynamic Fields could solve them, but unfortunately it's not the case (until 
now).
What I need to do is to use some ticket's information to make statistics, so I 
would have to mark the tickets that are important to me (like a checkbox) so I 
can filter them after.
More precisely, I need to make a monthly report about those marked tickets. I 
would also need to add information to those marked tickets, I could use notes, 
but I was thinking about a agent side field, like a Dynamic Field that only 
agents can modify. 
After each month, I would like to filter the marked tickets and then use the 
information added by the agents to them to make statistics (how I would add 
this information is still a mystery to me). 
Do you have any idea about how could I do that?
I hope I was clear about my problem :)
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[otrs] Undeliverable: OTRS Scheduler Daemon Cron: OTRSBusinessAvailabilityCheck

[DHilsbos]

All;

I have OTRS 5 Free installed, and I've started configuring it, but I'm getting 
something annoying.

Several times per day it tries to send an email to root@localhost through our 
email system, with the following Subject: OTRS Scheduler Daemon Cron: 
OTRSBusinessAvailabilityCheck.

Since our system is mostly Microsoft Exchange, it doesn't know what to do with 
it.

I added the line recommended by reneeb on this forum: 
http://forums.otterhub.org/viewtopic.php?t=30820 (i.e. delete 
$Self->{"Daemon::SchedulerCronTaskManager::Task"}->{"OTRSBusinessAvailabilityCheck"};
 added to Kernel/Config.pm), but that hasn't changed the situation.

The emails don't appear every hour, but always shortly after 20 minutes after 
the hour.

Thank you,

Dominic L. Hilsbos, MBA, CSDA 
Director - Information Technology 
Perform Air International Inc.
dhils...@performair.com 
300 S. Hamilton Pl. 
Gilbert, AZ 85233 
Phone: (480) 545-2850 
Fax: (480) 610-3501 
www.PerformAir.com



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Re: [otrs] Undeliverable: OTRS Scheduler Daemon Cron: OTRSBusinessAvailabilityCheck

[DHilsbos]

Amit;

Ah, my apologies, I didn't realize it was a bug, I figured it was a 
configuration issue.

Thank you,

Dominic L. Hilsbos, MBA, EIT, CSDA 
Director - Information Technology 
Perform Air International Inc.
dhils...@performair.com 
300 S. Hamilton Pl. 
Gilbert, AZ 85233 
Phone: (480) 545-2850 
Fax: (480) 610-3501 
www.PerformAir.com



-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Amit 
Khare
Sent: Thursday, January 07, 2016 1:49 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Undeliverable: OTRS Scheduler Daemon Cron: 
OTRSBusinessAvailabilityCheck

Hi Dominic,

That¹s a know bug and will have fix in the next patch release 5.6.
(http://bugs.otrs.org/show_bug.cgi?id=11667)


Amit  Khare
Network Engineer | CANARIE  | amit.kh...@canarie.ca |
office: 613.943.5377 | mobile: 613.404.8696 | NOC: 613.944.5612 | @canarie_inc 






On 2016-01-07, 15:31, "otrs-boun...@otrs.org on behalf of 
dhils...@performair.com"  wrote:

>All;
>
>I have OTRS 5 Free installed, and I've started configuring it, but I'm 
>getting something annoying.
>
>Several times per day it tries to send an email to root@localhost 
>through our email system, with the following Subject: OTRS Scheduler Daemon 
>Cron:
>OTRSBusinessAvailabilityCheck.
>
>Since our system is mostly Microsoft Exchange, it doesn't know what to 
>do with it.
>
>I added the line recommended by reneeb on this forum:
>http://forums.otterhub.org/viewtopic.php?t=30820 (i.e. delete 
>$Self->{"Daemon::SchedulerCronTaskManager::Task"}->{"OTRSBusinessAvaila
>bil ityCheck"}; added to Kernel/Config.pm), but that hasn't changed the 
>situation.
>
>The emails don't appear every hour, but always shortly after 20 minutes 
>after the hour.
>
>Thank you,
>
>Dominic L. Hilsbos, MBA, CSDA
>Director - Information Technology
>Perform Air International Inc.
>dhils...@performair.com
>300 S. Hamilton Pl.
>Gilbert, AZ 85233
>Phone: (480) 545-2850
>Fax: (480) 610-3501
>www.PerformAir.com
>
>
>
>-
>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

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