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by bleitner
05 Nov 2012, 20:04
Forum: General
Topic: Settings for View Only agents
Replies: 1
Views: 208

Settings for View Only agents

I've got an agent that needs to have view only to the system. I've granted them Read Only access in User, Stat, and faq groups. They can log in and if the go the Ticket Status View page they can view tickets, however their Dashboard shows up blank. What needs to be done to allow them to see the tick...
by bleitner
01 Aug 2012, 02:54
Forum: Help
Topic: [SOLVED] How to get a friendly URL
Replies: 2
Views: 295

Re: How to get a friendly URL

Got this done, had to add some virtual host for each scenario as well as the rewrites for each.
by bleitner
01 Aug 2012, 00:30
Forum: Help
Topic: [SOLVED} LDAP authentication
Replies: 3
Views: 2982

Re: LDAP authentication

Yes, did work through it, and some of the problems were as you suggested :)
by bleitner
31 Jul 2012, 21:43
Forum: Help
Topic: [SOLVED] How to get a friendly URL
Replies: 2
Views: 295

[SOLVED] How to get a friendly URL

I'm trying to get to a friendly url: http://otrs.domain.com for http://otrs.domain.com/otrs/index.pl and http://helpdesk.domain.com for http://otrs.domain.com/otrs/customer.pl I've tried using the solution is this How-To: http://forums.otterhub.org/viewtopic.php?f=60&t=9329 which works for index...
by bleitner
31 Jul 2012, 18:48
Forum: Help
Topic: [SOLVED] Automatic fetchmail not working
Replies: 6
Views: 913

Re: Automatic fetchmail not working

There's only one account under PostMaster Mail Accounts, helpdesk@ourdomain.com, which is an external mailbox that I can manually fetch mail from. I also enabled the fetchmail cron task which I didn't need, I only needed PostMasterMailbox.pl to run so I fixed that. I did however figure out the probl...
by bleitner
31 Jul 2012, 04:09
Forum: Help
Topic: [SOLVED] Automatic fetchmail not working
Replies: 6
Views: 913

[SOLVED] Automatic fetchmail not working

I've configured through the web interface a mailbox to grab emails from to auto-generate tickets. From the web interface, clicking on "Fetch now" works fine and will generate tickets. However, I've enable fetchmail and PostMasterMailbox.pl in the crontab and it doesn't seem to be working? ...
by bleitner
26 Jul 2012, 07:44
Forum: Howtos
Topic: How to get rid of /otrs/ in your URI
Replies: 23
Views: 30971

Re: How to get rid of /otrs/ in your URI

After making this change what is the URL to get to the customer login?
by bleitner
13 Jul 2012, 07:02
Forum: Help
Topic: Agent Notifications not working?
Replies: 4
Views: 750

Re: Agent Notifications not working?

crythias wrote:NotificaTionS (generally) go to ageNTS.
(auto)ResponseS (assigned to queues) go to customeRS.
OK, so it's a lousy mnemonic. You'll probably never forget it, but ...


Ah ha, you're right, I'll never forget it! Helps explain a lot actually, thank you :)
by bleitner
13 Jul 2012, 01:24
Forum: Help
Topic: Agent Notifications not working?
Replies: 4
Views: 750

Re: Agent Notifications not working?

Ok, thank you, that worked. Is there anywhere to globally set those for agents/groups?

I assume that there are no customer notifications pre-configured, like an email replay to a customer who opened a ticket, and have to be configured in the Notification (Event) area?

Thanks,
Bob
by bleitner
13 Jul 2012, 01:04
Forum: Help
Topic: Agent Notifications not working?
Replies: 4
Views: 750

Agent Notifications not working?

I'm trying to understand what Agent Notifications are in the Admin area under Ticket Settings. It was my understanding that they're default notifications that are sent to Agents upon events. For instance, Agent::NewTicket would send out an email notification when a new ticket is created. Is that acc...
by bleitner
08 May 2012, 02:07
Forum: Help
Topic: Agent ldap authentication issue
Replies: 1
Views: 1040

Agent ldap authentication issue

I could really use some help with this. I've been struggling trying to get ldap configured for agent authentication. I've stripped the Config.pm back to the basics and used the Default.pm as the template and only added this to the config to keep it as simple as possible: $Self->{AuthModule} = 'Kerne...
by bleitner
01 May 2012, 02:25
Forum: Help
Topic: [SOLVED} LDAP authentication
Replies: 3
Views: 2982

Re: LDAP authentication

I've taken certain config params out of the default.pm and put them in the Config.pm to configure LDAP for both agents and customers. Both are coming from the same AD server, and I've added the users that should be considered agents to a group called "OTRS Agents". I can not log in using m...
by bleitner
30 Apr 2012, 19:22
Forum: Help
Topic: get rid of /otrs/ in url
Replies: 8
Views: 8857

Re: get rid of /otrs/ in url

Got this to work to get to the agent logon screen, but how do you get to the customer logon screen now?
by bleitner
30 Apr 2012, 02:22
Forum: Help
Topic: [SOLVED} LDAP authentication
Replies: 3
Views: 2982

[SOLVED} LDAP authentication

Just starting to get this system set up and I've installed OTRS 3.1.4 with ITSM 3.1.2 on Ubuntu 10.04. My next step is to configure LDAP authentication, which is where I'm struggling. Right now I will only be using the system to support internal employees. Because of this the customers and agents ar...
by bleitner
29 Apr 2012, 22:22
Forum: Help
Topic: Framework version error installing ITSM
Replies: 4
Views: 1543

Re: Framework version error installing ITSM

Thank you! That worked when I installed the packages individually, for some reason I was still getting the same error when trying to use the bundle. Thanks for quickly reply!
by bleitner
29 Apr 2012, 20:22
Forum: Help
Topic: Framework version error installing ITSM
Replies: 4
Views: 1543

Re: Framework version error installing ITSM

jojo wrote:you need to install ITSM 3.1.x


Where do I find this? I don't see it on the ftp site where the install docs direct for modules - ftp://ftp.otrs.org/pub/otrs/itsm/packages20/
by bleitner
29 Apr 2012, 18:22
Forum: Help
Topic: Framework version error installing ITSM
Replies: 4
Views: 1543

Framework version error installing ITSM

I've successfully installed OTRS 3.1.4, and the only change I've made was to remove /otrs/ from the URI. I'm now trying to install ITSM 2.0.3 and I'm getting an error: Error Message: Sorry, can't install/upgrade package, because the framework version required by [..] Error Detail: Backend ERROR: OTR...

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