Remote IP?

[rtorres]

In our old system I was able to make the new tickets contain the IP of the machine the ticket was submitted from. That way when the tech got the ticket he had access to the IP of the machine to remote in and help them. Can this be done in otrs?

[CSL]

I'm pretty sure you'll have to code this yourself, I don't think OTRS has any features or packages that could do it. The first thing that comes to mind is modification of the perl modules involved in ticket creation. The OTRS log captures the IP of the machine that a user logs in from, but I'm not sure if this data is stored in their session information, or whether you would have to add it yourself (possibly by grepping the log, but that seems pretty ugly). Maybe some javascript added to the dashboard page that captures the user's IP and stores it in an extra column called 'last_ip' in the 'user' DB table, which is then inserted during ticket creation?

[rtorres]

OK thanks. Might just try to share a field like subject and include the ip of the machine. That would in theory write the IP into the ticket info as well. If I get it to work I will post it.

[micshi]

Suggestion.

1. Write a login script for AD that can get IP address when user login AD, then update this IP address to user profile in LDAP.

2. Import this IP from LDAP to OTRS customer profile. It will be easy if your OTRS is integrated with AD.

[crythias]

Also, this: viewtopic.php?f=61&t=8933