Search found 60 matches

by Romaing
24 May 2012, 15:28
Forum: Help
Topic: Expand ticket view for customers
Replies: 0
Views: 681

Expand ticket view for customers

Hello, I've been looking in the sysconfig and on the customer screen view, and the way otrs acts is: after clicking on mytickets button, then clicking on any ticket, otrs juts displays the last article of the ticket. The user then needs to click on each line to see the previous articles of the ticke...
by Romaing
23 May 2012, 14:21
Forum: Help
Topic: Some dynamic fields don't work
Replies: 12
Views: 6322

Re: Some dynamic fields don't work

It's cool, i managed it :)

I'll edit my post later to show how it all works. (other newbs like me might be interested). Not a big deal at all for the seasoned otrs player :]
It was a syntax issue btw :D
by Romaing
23 May 2012, 12:40
Forum: Help
Topic: Some dynamic fields don't work
Replies: 12
Views: 6322

Re: Some dynamic fields don't work

nope, i'm all alone :lol: I got one tiny question though: I added another ticket dynamic field: a dropdown list that i want to display the root queues above the queue list, and use an ACL so that users can first filter a queue and make things more visible. My problem is if i move the dynamic field b...
by Romaing
23 May 2012, 09:57
Forum: Help
Topic: Some dynamic fields don't work
Replies: 12
Views: 6322

Re: Some dynamic fields don't work

yuri0001 wrote:One more questionю :?
Is this method works when customer logged in OTRS through proxy-server? Is displayed IP-address of customer where right?
i'm not gonna install a proxy server on my machine, i'm just a trainee here and the IT team here won't like that at all. :?
by Romaing
23 May 2012, 09:23
Forum: Help
Topic: Some dynamic fields don't work
Replies: 12
Views: 6322

Re: Some dynamic fields don't work

Thanks Yuri, and hello :) "Name" in your example mean the name of Dynamic field for IP? Actually I didn't touch the Name field, i just put the style="DISPLAY: none" behind the one instance already there and that' just it. So it hides everything at once. I don't touch the Name fie...
by Romaing
22 May 2012, 17:24
Forum: Help
Topic: Customize the display of queues list for Customers
Replies: 2
Views: 1514

Re: Customize the display of queues list for Customers

UP

If anyone has something useful, you have 2 days before i'm finished with my OTRS work, hurry !! :lol:
by Romaing
22 May 2012, 12:26
Forum: Help
Topic: Some dynamic fields don't work
Replies: 12
Views: 6322

Re: [SOLVED - otrs 3.1] Cust. ip and hostname in Agent view

up Do you guys have any idea why the $Env{"REMOTE_HOST"} would not work ? I have set up 4 dynamic fields : ip host browser url referer the 4 are displayed for the agent in 2 areas: Ticket::Frontend::AgentTicketFreeText###DynamicField where the 4 are displayed (by the way, any idea on how t...
by Romaing
21 May 2012, 15:31
Forum: Help
Topic: Issues with export LDAP users to DB and possible SSO
Replies: 1
Views: 1228

Re: Clarification on SSO and populating customer database

ok, so i've somewhat answered my second question. By using the tool (in otrs/scripts/tools) : sync-ldap2db.pl I've managed to populate my otrs database from the ldap without entering any ldap info inside the Config.pm file. BUT when i try to log on with one of the newly added user, it fails and otrs...
by Romaing
21 May 2012, 10:21
Forum: Help
Topic: Issues with export LDAP users to DB and possible SSO
Replies: 1
Views: 1228

Issues with export LDAP users to DB and possible SSO

Hello, It seems that some things that i took for granted now seem quite different after looking into it. So hopefully you guys can clear this stuff (oh boy the mondays are tough on the brain^^) - first: SSO. Is it possible to authenticate the user (or customer) without any AD involved ? Just between...
by Romaing
20 May 2012, 19:15
Forum: Help
Topic: OTRS 3.1 - SSO with kerberos auth and ldap
Replies: 13
Views: 25205

Re: OTRS 3.1 - SSO with kerberos auth and ldap

up so still not ready to give up on this, progress has been made. Hopefully someone can just help me understand some "final" things... :? Forget my second post, I've gone back to trying with 'proper' samba and kerberos packages, not fancier tools with their own way of doing things... (also...
by Romaing
19 May 2012, 17:50
Forum: Help
Topic: OTRS 3.1 - SSO with kerberos auth and ldap
Replies: 13
Views: 25205

Re: OTRS 3.1 - SSO with kerberos auth and ldap

Any help on this ? I've been trying with PBIS (new version of likewise-open) which is supposed to be a much easier alternative to winbind. It takes care of kerberos setup. Still stuck though: 'ive explained everything here: => http://forum.beyondtrust.com/viewthread/31764/ Also tried setting up manu...
by Romaing
17 May 2012, 21:39
Forum: Help
Topic: Customize the display of queues list for Customers
Replies: 2
Views: 1514

Re: Customize the display of queues list for Customers

No idea on this subject ? I've seen a few options here: http://wiki.otterhub.org/index.php?title=Queues_in_Customer_Front_End But nothing here suits my needs. Would there just be a way to like display only the root queues and once one of the root queues is selected by the customer, then its subqueue...
by Romaing
16 May 2012, 12:25
Forum: Help
Topic: Customize the display of queues list for Customers
Replies: 2
Views: 1514

Customize the display of queues list for Customers

Hi, I'd like to customize the background or font color for certain queues (mostly the "root" queues). because when you start to have a lot of queues, the tree list is far from obvious, the demarcation between queues, subqueues and sub-subqueues should be clearer imho. Any way to make this ...
by Romaing
15 May 2012, 14:40
Forum: Help
Topic: url Redirection for customer.pl and index.pl
Replies: 3
Views: 15141

Re: url Redirection for customer.pl and index.pl

ok i need at least the customers to not type a complicated address. Changed the otrs.conf : # agent, admin and customer frontend #ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" #Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" A...
by Romaing
15 May 2012, 10:27
Forum: Help
Topic: url Redirection for customer.pl and index.pl
Replies: 3
Views: 15141

url Redirection for customer.pl and index.pl

Hello, Well i've been looking into redirecting the addresses for both agents and customers in the company intranet. As a newbie, since i'm using ubuntu it seems that apache conf is different than on other distribs and with otrs having its own apache config it's all getting a bit confusing to say the...
by Romaing
14 May 2012, 17:36
Forum: Help
Topic: OTRS 3.1 - SSO with kerberos auth and ldap
Replies: 13
Views: 25205

OTRS 3.1 - SSO with kerberos auth and ldap

Hello, I've been trying to get single sign on to work for both agents and customers. As of right now: doesn't work for both :D This tutorial is the one i've been trying to follow: http://ingenious-excerpts.blogspot.fr/2011/08/apache-on-linux-and-single-sign-on-with.html Except that i haven't compile...
by Romaing
14 May 2012, 12:00
Forum: Help
Topic: Some dynamic fields don't work
Replies: 12
Views: 6322

Re: [otrs 3.1] Adding customer ip and hostname in Agent view

Thanks for the answer Yuri, just please now tell me if it was sarcasm :lol: [EDIT]: so, got it to work: 1/ i needed to put $Env{"REMOTE_ADDR"} instead of REMOTE_ADDR in the dynamic field setting. 2/ also needed to add the dynamic fields in Ticket -> Frontend::Customer::Ticket::ViewNew (fir...
by Romaing
14 May 2012, 10:52
Forum: Help
Topic: Some dynamic fields don't work
Replies: 12
Views: 6322

Some dynamic fields don't work

Hello guys, hope the week is gonna be good :) After reading this topic on how to do what i described above, now i need to adapt this method on OTRS 3.1 with the new dynamic field feature. I've been reading this http://doc.otrs.org/3.1/en/html/dynamicfields-configuration.html For example, is the java...
by Romaing
10 May 2012, 15:28
Forum: Allgemeines
Topic: neues Modul: ConnectAD
Replies: 16
Views: 8068

Re: neues Modul: ConnectAD

Hello,

Is there any chance that a 3.1 compatible module is still in the works ? I was so happy to find this and blam! No package for you ! :)
by Romaing
09 May 2012, 16:25
Forum: Howtos
Topic: Pass CGI environment variables IP hostname to TicketFreeText
Replies: 5
Views: 9300

Re: Pass CGI environment variables IP hostname to TicketFree

Hello, On OTRS 3.1, do you have an idea of what changes need to be made ? I'm looking to do the same thing: display the customer IP as well as his hostname just like your pic showed. If i add those lines of javascript in the CustomerTicketMessage.dtl file, then i get js errors at the page display. B...
by Romaing
09 May 2012, 16:14
Forum: General
Topic: Advice wanted for a production OTRS ubuntu install
Replies: 3
Views: 2519

Re: Advice wanted for a production OTRS ubuntu install

Big thanks for your detailed answer. Very useful :) We'll go the ubuntu 12.04 install, also tried it myself and everything seems OK although i was disappointed that an apt-get install couldn't do the job properly, and that i still had to go the same way as the 10.04 install. For the attachments, it'...
by Romaing
09 May 2012, 15:59
Forum: Help
Topic: Sending Email to customer with ticket closing
Replies: 9
Views: 9038

Re: Sending Email to customer with ticket closing

OK i'm gonna guess there's an OTRS rule stating that if an agent and the customer have the same mail address, then the notification won't be sent to the user group ? :oops: :oops: Because after creating a new user with a external gmail address, then the notification just get send straight away ! All...
by Romaing
09 May 2012, 11:31
Forum: Help
Topic: Postmaster - Filtering regular emails from otrs replys
Replies: 1
Views: 1864

Postmaster - Filtering regular emails from otrs replys

Hi ! So what i'm trying to setup seems easy: i'd like to setup a postmaster filter to authorize only one particular way for an email sent by the customer to an agent to be processed by OTRS. Might not be clear... Customer can only create a ticket via the webpanel, never by email. After ticket creati...
by Romaing
09 May 2012, 09:19
Forum: Help
Topic: Sending Email to customer with ticket closing
Replies: 9
Views: 9038

Re: Sending Email to customer with ticket closing

Who's the recipient group? (Customer) TicketStateUpdate, closed successful, closed unsuccessful. yes, customer is the recipient group. I'm doing exactly this and nothing happens. Does the "Notification article type matters" by the way ? Because it's either email-notification-int or email-...
by Romaing
08 May 2012, 23:16
Forum: Help
Topic: Sending Email to customer with ticket closing
Replies: 9
Views: 9038

Re: Sending Email to customer with ticket closing

Once again, thanks crythias for your interest :) Well i've checked all what you talk about, nothing seems wrong... Actually there is nothing that happens in the log, that's the thing ! Don't get me wrong, the log works for all other stuff. I thought there was something wrong on the setting of the no...
by Romaing
04 May 2012, 14:41
Forum: Help
Topic: Sending Email to customer with ticket closing
Replies: 9
Views: 9038

Sending Email to customer with ticket closing

Haï ! Well the title sums it up, to create a event notification when closing tickets i followed this method: http://wiki.otterhub.org/index.php?title=Notify_Users_that_a_Ticket_has_closed But OTRS still doesn't send any email to customers when a tickets gets closed, whether it's the customer that cl...
by Romaing
04 May 2012, 10:07
Forum: Général
Topic: Traduction française
Replies: 12
Views: 7618

Re: Traduction française

J'ai posté un email sur leur mailing list: http://lists.otrs.org/cgi-bin/listinfo/i18n avec tout ce que j'ai fais sur la trad de otrs 3.1.4 et le module FAQ 2.1.1, je vois pas de raison que ce ne soit pas accepté. Au moins l'interface est propre maintenant, du moins pour mon utilisation vu que j'ai ...
by Romaing
02 May 2012, 11:13
Forum: Help
Topic: Adding Column title and changing priority color(OTRS 3.1.x)
Replies: 0
Views: 1044

Adding Column title and changing priority color(OTRS 3.1.x)

hello everyone, I know this is more html and css related than about OTRS but since i'm very noobish when it comes to this area, i really need some help on this.. First i'd like to add a title to every row in the dashboard agent interface. I'm guessing it's in the file AgentDashboardTicketGeneric.dtl...
by Romaing
02 May 2012, 09:09
Forum: Howtos
Topic: Some changes to .dtl and .pm files.
Replies: 36
Views: 40834

Re: Some changes to .dtl and .pm files.

Thanks crythias, using CustomerUserId works great instead of CustomerId ;)
by Romaing
27 Apr 2012, 13:41
Forum: Howtos
Topic: Some changes to .dtl and .pm files.
Replies: 36
Views: 40834

Re: Some changes to .dtl and .pm files.

Since my users are imported from an active directory Then grab alias or login, perhaps? Actually i tried that already, that's why i asked. Tried just everything i could think of: (manner of speach) Login UserLogin Alias MemberUid UID member Only one that works is CustomerID, all above just give an ...
by Romaing
25 Apr 2012, 18:03
Forum: Howtos
Topic: Some changes to .dtl and .pm files.
Replies: 36
Views: 40834

Re: Some changes to .dtl and .pm files.

Your post was very helpful crythias, thanks. Agent Dashboard has filled up with a lot of useful info ! :D If i may just ask a tiny question :lol: do you know if there is another method to cut the value for the customer ID ? (as described here for QData: http://doc.otrs.org/developer/2.0/en/html/c494...
by Romaing
25 Apr 2012, 16:32
Forum: General
Topic: manual Escalation of ticket
Replies: 6
Views: 5629

Re: manual Escalation of ticket

Thanks, in the end i just disabled the Ticket Pending & Ticket Escalation boxes in Ticket -> Frontend::Agent::Dashboard. As i also removed everything related to SLAs and stuff like time management. It's just that the IT staff is used to other ticket management system and from what i understand, ...
by Romaing
25 Apr 2012, 13:41
Forum: General
Topic: Advice wanted for a production OTRS ubuntu install
Replies: 3
Views: 2519

Re: Advice wanted for a production OTRS ubuntu install

Weird, i would have thought many people would have liked to share their personal experience or to give good advices on the DOs and DON'Ts of a otrs install... :-|
by Romaing
25 Apr 2012, 09:25
Forum: General
Topic: manual Escalation of ticket
Replies: 6
Views: 5629

Re: manual Escalation of ticket

To me it's a priority change. Thing is, i understand (well, starting to^^ ) how the many features of OTRS work together, but the company that i'm setting up OTRs for isn't big enough to need setting up SLAs, linking types to services, and all that stuff. So that big chunk of space in the dashboard r...
by Romaing
24 Apr 2012, 15:17
Forum: Help
Topic: Upgrading OTRS 3.1.x (SQL errors)
Replies: 1
Views: 9706

Re: Upgrading OTRS 3.1.x (SQL errors)

up, So later, i'm having troubles with the sql commands: Just so you know, my 'upgrade plan' is: (feel free to bash me if you think some of the stuff i'm doing is stupid, just at least give some explanation ;)) # Arrêt des services service cron stop service apache2 stop service postfix stop # Backup...
by Romaing
24 Apr 2012, 10:15
Forum: Help
Topic: Upgrading OTRS 3.1.x (SQL errors)
Replies: 1
Views: 9706

Upgrading OTRS 3.1.x (SQL errors)

[First cron issue solved, please check 2nd post for SQL one] Hi, I'm trying to upgrade a current 3.1.2 install to 3.1.3 on a ubuntu 10.04. And i fail at the first step, stopping the cron service. First i need to change the command to service cron stop but it fails as there is no cron service started...
by Romaing
20 Apr 2012, 09:17
Forum: General
Topic: manual Escalation of ticket
Replies: 6
Views: 5629

Re: manual Escalation of ticket

Thanks, that's pretty much what i thought.

No i can say with a proof to back me up that it's not possible^^
by Romaing
19 Apr 2012, 17:41
Forum: Help
Topic: OTRS 3.1 with LDAP issues
Replies: 11
Views: 4556

Re: OTRS 3.1 with LDAP issues

Argh ! I finally managed to make it work against the company LDAP, so all the staff from the country just appeared on the client list, except that it shows everything, the computers, servers, groups, etc... :shock: :shock: How do you manage to filter users without using groups ? I thought that was t...
by Romaing
19 Apr 2012, 11:43
Forum: General
Topic: Advice wanted for a production OTRS ubuntu install
Replies: 3
Views: 2519

Advice wanted for a production OTRS ubuntu install

Hello everyone, (by the way, please excuse my english as it's not my native language^^) i wanted to discuss what good practice should be used for an install of OTRS 3.13 to be done in May of this year :) First, would you recommend the use of ubuntu 12.04 or stay on 10.04 if you were to do a proper p...
by Romaing
19 Apr 2012, 11:33
Forum: General
Topic: OTRS 3.1.3 released
Replies: 2
Views: 1425

Re: OTRS 3.1.3 released

Hi guys, by the way with ubuntu server 12.04 LTS to be released at the end of April, what OTRS version will be included as the official package ?

I see here that it's supposed to be 3.11 ?
https://launchpad.net/ubuntu/precise/amd64/otrs
by Romaing
19 Apr 2012, 11:21
Forum: Général
Topic: Traduction française
Replies: 12
Views: 7618

Re: Traduction française

Bah pareil :)

Perso j'ai bien galéré pour la liaison avec l'AD (et c'est pas fini !)
by Romaing
19 Apr 2012, 10:02
Forum: Help
Topic: OTRS 3.1 with LDAP issues
Replies: 11
Views: 4556

Re: OTRS 3.1 with LDAP issues

Well i managed to make it work, after finding this thread: http://forums.otterhub.org/viewtopic.php?f=61&t=8377 the client part of the config.pm looks like this: It's only once i've added the last part (starting with "$Self->{CustomerUser} = {") that OTRS recognized the LDAP backend. I...
by Romaing
18 Apr 2012, 11:38
Forum: Help
Topic: [SOLVED] Authentication succeeded no customer record found
Replies: 2
Views: 8129

Re: [SOLVED] Authentication succeeded no customer record fou

Just wanted to say thank you for taking the time to post your working confim, it's only because of that that i managed to make a customer log on successfully :)
by Romaing
18 Apr 2012, 10:25
Forum: Help
Topic: OTRS 3.1 with LDAP issues
Replies: 11
Views: 4556

Re: OTRS 3.1 with LDAP issues

For the 'First bind failed error' i'm gonna drop the issue right now because i'm a trainee in the company, and the IT guys will take a look if there is some rule in the firewall preventing the connection. Thanks for the explanation. I also haven't managed to log on with a customer, i used to have er...
by Romaing
17 Apr 2012, 22:36
Forum: Général
Topic: Traduction française
Replies: 12
Views: 7618

Re: Traduction française

Oh la tâche sera lourde :) (voir les lignes de 2660 à 4174 :lol: ) Enfin ce serait un boulot à temps plein pour des semaines... Déjà je préfère corriger les anglicismes assez déroutants (genre 'attachement' au lieu de 'fichier joint') puis essayer de traduire les trucs les plus évidents, et qui vont...
by Romaing
17 Apr 2012, 14:09
Forum: Général
Topic: Traduction française
Replies: 12
Views: 7618

Re: Traduction française

Je veux bien travailler en commun :) Pour l'instant j'ai arrêté car je dois bosser sur des trucs plus importants, avec winmerge j'ai juste traduit les lignes rajoutées entre la 3.13 et la 3.12. Mais il me faudra un fr.pm complet au final... Je l'upload ce soir, le firewall de la boite bloque tout ! ...
by Romaing
17 Apr 2012, 13:55
Forum: Help
Topic: OTRS 3.1 with LDAP issues
Replies: 11
Views: 4556

Re: OTRS 3.1 with LDAP "no user id found"

Thanks a lot for your help. By the way, any chance you could explain to me why emptying the 2 lines for "AuthModule::LDAP::SearchUserDN" and "AuthModule::LDAP::AccessAttr" solved my issues ? I wouldn't want it to become some kind of security issue. Actually the complete error log...
by Romaing
17 Apr 2012, 11:30
Forum: Help
Topic: OTRS 3.1 with LDAP issues
Replies: 11
Views: 4556

Re: OTRS 3.1 with LDAP "no user id found"

I can suggest some of the things I needed to do having just gone through this pain set the lines $Self->{'AuthModule::LDAP::GroupDN'} = 'cn=X,OU=X,OU=Y,dc=company,dc=local'; $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUid'; to $Self->{'AuthModule::LDAP::GroupDN'} = ''; $Self->{'AuthModule::LDA...