Znuny and ((OTRS)) Community Edition

Giulio Soleni

Hi crythias, That indeed is a great hint since it goes in the direction of the "Template Ticket" I'm looking forward! Thank you :) I only would like to notice one thing that took me some hours to understand... In the "case" list the order is absolutely important. That is: somethi...

Giulio Soleni

Hi mario.

mario156 wrote:We created a dropdown menu with a list of templates

I am really interested on it.
I have read the hints of the site you posted.
May you please share your modification to the code to have dropdown menus instead of several distinct menu entries...

thank you in advance.
Giulio

Giulio Soleni

I have solved my issue touching the /opt/otrs/Kernel/System/Ticket/Event/NotificationEvent.pm the following way: Original ... around line #483 483 # ticket data 484 my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $Param{TicketID} ); 485 for ( keys %Ticket ) { 486 next if !defined $Ticket{...

Giulio Soleni

Hi, I am not able to find in the documentation a specific for the various parameters belonging to the Customer Backend definition in Defaults.pm. For some of them the meaning is quite intuitive but I cannot see any impact (apparently) when I modify some of them. In particular. What CustomerUserListF...

Giulio Soleni

After another check I realized how to preset the queue. The url must be in the form: http://<OTRS_FQDN>/otrs/index.pl?Action=AgentTicketPhone&Subaction=StoreNew& Dest=<QueueID>||<Queue_Name> &ExpandCustomerName=1&Subject=<Subject>&From=<Call_Number> That is, you have to express b...

Giulio Soleni

Thank you crythias, I have already checked some of that links and I'll search again. Anyhow 1 little result and some questions more ... :) Result: I eventually found why I couldn't search for customers by phone number in URL ... I simply missed the CustomerUserSearchFields fields in Config.pm I fixe...

Giulio Soleni

Hi Jojo,
you mean there's no way to set any filter on OTRS and that you have to configure a filter or something on the mailserver?

Giulio Soleni

Hi, I am absolutely new on this topic and I'd like to find some info on the potentials of of OTRS to handle phone tickets. From this site: http://www.otrs-treff.de/en/otrs-preset-field-values-url-parameters-create-new-phone-tickets-cti-integration I read how it could be possible to preset the fields...

Giulio Soleni

Hi, I had managed that by enabling CustomerCompanySupport => 1 in the Config.pm file or at least uncommenting the same line in Defaults.pm Once you have done it, the CustomerID that you insert when you define a new Company will become available on a menu in the CustomerID for each customer. It's sti...

Giulio Soleni

Hi, I would like OTRS automatically reject email with big attachment. I see that there is a SysConfig parameter in Core::Postmaster PostMasterMaxEmailSize that can be set to cap the size limit for emails to be fetched but I would like to reply to the sender with an auto-message like "the attach...

Giulio Soleni

Hi, I would like to include a mailto link to allow agents to reply to tickets via email by clicking the link. There is no problem with auto responses and with Agent Notifications which allow a html editing of the body of the message. However I have also some Notifications (Event) that may be edited ...

Giulio Soleni

Hi, I tried to activate the CustomerCompanySupport (Default.pm un-comment the line CustomerCompanySupport => 1,) with my OTRS that already is ActiveDirectory integrated. It doesn't work. It seems to work for any new created customer, but not for customers authenticated from the LDAP. That is, when I...

Giulio Soleni

Still trying to get to a solution... I'm looking for UserSyncGroupsDefinition saying that all agents belonging to my LDAP group 'CN=OTRS_Agents,OU=Liste e Gruppi,DC=iks,DC=local' should have specific permissions. I commented the previous "UserSyncInitialGroups" and this is now my code (tha...

Giulio Soleni

Hi I used LDAP authentication for both customers and agents, As per documentation I used the following piece of code to sync agents with rw permission to the 'users' group: # AuthSyncModule::LDAP::UserSyncInitialGroups # (sync following group with rw permission after initial create of first agent # ...

Giulio Soleni

The solution to my question :) $Self->{TicketAcl}->{'ACL-Name-1'} = { # match properties Properties => { # current ticket match properties Ticket => { Lock => ['lock'], } }, # return not possible options (black list) Possible => { Action => { AgentTicketOwner => 0, }, }, }; That is... I had to chang...

Giulio Soleni

I have tried this: $Self->{TicketAcl}->{'ACL-Name-1'} = { # match properties Properties => { # current ticket match properties Ticket => { Lock => ['lock'], } }, # return not possible options (black list) PossibleNot => { Action => { AgentTicketOwner => 0, }, }, }; with no success :( I'm trying to d...

Giulio Soleni

Hi crythias and thankyou for the fast reply. I think I will use ACL, but I would like to add something: 1. On the Ticket -> Frontend::Agent::Ticket::ViewOwner The first parameter is Ticket::Frontend::AgentTicketOwner###Permission and is set to "owner" by default. On the explanation we can ...

Giulio Soleni

Hi, I'm testing OTRS 3.0.6 I set up some agents with full rw permissions on a queue. As expected, as soon as a ticket is created, everyone receive a notification and can lock the ticket and/or reply to the ticket, thus becoming the owner of the ticket. Each other agents (not the owner) that still ca...

Giulio Soleni

Hi, I am right now testing the FAQ module. I noticed that all OTRS_FAQ_* tags (e.g. OTRS_FAQ_AUTHOR) are not available for automatic email notifications to the agents. I would like to have the OTRS_FAQ_AUTHOR on the subject of the notification received by the "faq administrator/moderator" ...

Giulio Soleni

Hi I would like to shorten the time between repeated notifications for escalations. I noticed from the manuals that there should be a Ticket - Core OTRSEscalationEvents::DecayTime parameter set to 1440 mins (=24 h) that should be the parameter I have to change. I cannot find it from the SysConfig. W...

Giulio Soleni

just a follow up to say that now everything seems finally to work for me :D. Here is my piece of code: $Self->{TicketAcl}->{'ACL-Customer-Services'} = { Properties => {Frontend => {Action => ['CustomerTicketMessage']}, }, # Show Services for Queues Possible => {Ticket => { Service => ['[RegExp]::','...

Giulio Soleni

Hi sgadow, I have tried to adapt your code to my system without result. :( Please, sorry if my questions sound silly, but I'd really apreciate some other hints from you... in particular: 1. the first 'ACL-Customer-Services' ACL can be taken as-is? I mean is it valid for any generic environment? I ca...

Giulio Soleni

Hi, maybe I misunderstood the usage of the ACL ... but I've tried this: defined 4 services: Bronze, Silver, Gold, Platinum defined some queues (say que1,que2,...) defined some groups, with a one-to-one relationship for each queue (say grp_que1, grp_que2, ...) associated all 4 services to one custome...

Giulio Soleni

you should safely assume that any email that comes in is a customer. You shouldn't expect any email to come in as an agent. ... unfortunately I may not :( I will push my collegue to work through the Agent web console only but for many of them the email reply to the customer remains the primary meth...

Giulio Soleni

Hi crythias, thank you for your reply. I partially solved my issue. I defined 2 open states (no more pending) labeled customer_waiting and support_waiting. I assigned the PostmasterFollowUpState to customer_waiting and I also defined a filter to distinguish if an incoming email is from the support o...

Giulio Soleni

Hi lando, thank you since you gave me a great hint on how to bind services to queues. I do not have an answer to your question since I am still not so familiar with ACL definition and I really appreciate if you may give me some further details on your solution... Anyhow, looking at the code you post...

Giulio Soleni

Hi, I'd like to have all the tickets set to a pending reminder state after a followup of the customer. I think that is quite easy to do for the followups made from the web console (by tuning the parameters in Ticket -> Frontend::Customer::Ticket::ViewZoom) but I cannot find a way to automatically se...

Giulio Soleni

Ok ... I am a noob

due to a misunderstanding on the configuration of Frontend::Agent::Preferences::NewTicketNotify I simply switched Yes with No and of course I did not receive any notification...
Now (returning to the default) everything is perfectly working

Giulio Soleni

Ok ... I am a noob

due to a misunderstanding on the configuration of Frontend::Agent::Preferences::NewTicketNotify I simply switched Yes with No and of course I did not receive any notification...
Now (returning to the default) everything is perfectly working

Giulio Soleni

Hi, I have the same problem with 3.0.5 Agent preference yes receive notification of new ticket when queue is one of the Agent's My Queues. I have this settings applied but there's no way to receive notification either for creation, either for follow-ups. I cannot find any on the logs either... The o...

Giulio Soleni

Hi, maybe my question is silly but I am not sure I'm setting the system in the correct way... I would like to have all my agents informed whenever a customer create a new ticket in their queues. All my agents have their preferences/Email Settings configured to receive "New Ticket" notifica...

Giulio Soleni

Thank you crythias, indeed I checked that solution as you could see from my post above, but I have quite an opposite behavior than the expected: as soon as I login with an agent (say agent1) to the system, not only the role permissions are not assigned to that user but, in case they were before assi...

Giulio Soleni

Hi crythias, yes I have seen that link and I checked for that solution... but it doesn't seem to work. This is the Agent authentication part of my Config.pm adapted to my environment: $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'x-dc1.iks.local'; $Self...

Giulio Soleni

Hi, I've tested the Agent LDAP (actually MS ActiveDirectory) integration with success. Now I have defined a Role in otrs and I'd like to find a way to set up a sync of the agents with this role at their first logon to the system. Up till now I tested the sync with the otrs group 'users' with the cod...

Giulio Soleni

In the customer backend "Params" definition, after UserPW => 'Kebab', line just try to add the following:

Code: Select all

AlwaysFilter => '(memberOf=OU=Users,OU=Kunder,dc=test,dc=local)',

HTH
Giulio

Giulio Soleni

ok ... I have requested a bugzilla account right now... In the meanwhile I would like to check in the perl module for the GenericAgent.pm where it allows for the restore of the archived tickets. I was able to find this in /opt/otrs/Kernel/System/GenericAgent.pm # set new archive flag if ( $Param{Con...

Giulio Soleni

please delete your cache and try step 5 again Thank you jojo, but even after a /opt/otrs/bin/otrs.DeleteCache.pl situation did not change :( ... have to say that my search was not correctly set, due to a misunderstanding in the field selection. Now I am able to correctly search into archived and ac...

Giulio Soleni

Hi, I'm testing the archive ticket feature on OTRS 3.0.5 but I'm not able to search for archived tichet once they are archived, and I am not able to restore them from archive. These the steps I followed: 1. Enable the archive feature (once for all) on SysConfig by setting Ticket::ArchiveSystem to Ye...

Giulio Soleni

Hi, I'm not sure if this may help, but I see from your cfg file that you have commented out the line: # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; and you have a AccessAttr parameter set with 'memberUid' value... In my configuration everything seems to work correctly with these setting...

Giulio Soleni

Ok, following Wolfgangf suggestion I completed the config with this line: AlwaysFilter => '(memberOf=CN=OTRS_Customers,OU=Liste e Gruppi,DC=iks,DC=local)', and that's all. Now I have only the users belonging to OTRS_Customers group as OTRS customers (and any other customer that I may directly add on...

Giulio Soleni

Hi, thank you gangaskan and Wolfgangf for your replies. instead of using a CN, have you tried using just the domain? thats how i pull my users 'DC=iks,DC=local'; your domain is iks.local? just use that. it will pull Every user. By doing so I'd include all the objects of my AD while I'd like to load ...

Giulio Soleni

Hi, I am testing the last available version of OTRS 3.0.4 I am checking the MS ActiveDirectory backend configuration/authentication for Customers. Everything seems to work fine but I'm not able to load only the customers that are members of a specific group into the system. In my AD the designed gro...

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