[otrs] customer can't see their ticket using the customer interface
Rachid Zarouali
i have a strange issue on OTRS, let me explain,
i have customers which send email to an adress which is redirected to otrs.
i can see the email in the OTRS agent interface
the from in the email address is the same of the customer account
but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system.
anyone have a clue ?
Rachid
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Frans Stekelenburg
Is the user/customer part of a 'group' that entitled to see cases in the
Queue the case ends up? Sounds like customer can't see the queue.
In [Queue] config, check the group belonging to it. Then check [Customer
Users <-> Groups] to see if the customer has access.
Further more, when you open the case in OTRS, does the Customer account
and e-mail show up on the right side of the screen?
gr,
Frans
Jeremy Adams
As I read your question it sounds like you have an email address, say hel...@domain.com that your customers send their support requests to. The request is then forwareded to another address that ORTS scrapes with its mail script.
If this is true then I think the issue is how the mail is forwarded. Because, if the above is true, all the email comes to otrs from the same address, that address is the customer. For OTRS to associate a ticket with a customer from the automated email script, the email address in the from field MUST match what is in the customers record, otherwise the tkt is assocated with an user that doesnt exist, e.g. OTRS, sort of, makes a fake user with only one piece of info in its record, that being the email address.
I had a similar problem where some of our users have email addresses like abc1234 and others are an alias. As our LDAP doesnt have the alias only the username, some messages come in to a user like j.adams or jadams but not jla3114.
Jeremy Adams
PC Support Specialist I
Cedar Valley College
972.860.8086
>>> Rachid Zarouali <rachid....@nic.fr> 04/24/09 10:55 AM >>>
Frans Stekelenburg
the article headers, to display the full headers of the e-mail/message:
Ticket -> Frontend::Agent::Ticket::ViewZoom
Ticket::Frontend::PlainView: YES (default: No)
Show also in ZoomView the plain link for emails in article tree.
Now we are there anyway, for who really cares, another option that is
off by default, but so neat:
Ticket::ZoomTimeDisplay:
Displays the accounted time for an article in the ticket zoom view.
gr,
Frans
> -----Original Message-----
> From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf
Of
> Jeremy Adams
> Sent: vrijdag 24 april 2009 19:41
> To: ot...@otrs.org
> Subject: Re: [otrs] customer can't see their ticket using thecustomer
> interface
>
Rachid Zarouali
here is my case
let say that my adress is : My Email <my.e...@domain.com>
i send an email to the OTRS system which respond at : my....@domain.com
my email from : My Email <my.e...@domain.com> is put in mycompany queue.
my issue is , when i try to log using the customer interface using
login : my.e...@domain.com
pass: mypasswd
i can't see my ticket in there :(
the ticket seems to be associated with the right email because when i use the agent interface,
i can zoom on my tickets and see all tickets linked to the customer : my.e...@domain.com
i can also use the search interface and search for the customer : my.e...@domain.com and it gives me the list of all tickets associated with this email .
am i clearer? :-)
Rachid
Marco Vannini
Rachid Zarouali
Rachid
Frans Stekelenburg
Really interested to know for the ticket:
- What CustomerID is shown in right-side column
- Does it show Customer Info, and what fields? Does it show Username AND
Email?
- Ticket status
Are you running Linux/Unix? Are there any error messages either in the
Apache error_log, or otrs syslog file? Check the permissions on the
directories/files, sometimes if http server can not write temporary or
cahce files strange things happen.
Usage: SetPermissions.sh <OTRS_HOME> <OTRS_USER> <WEBSERVER_USER>
[OTRS_GROUP] [WEB_GROUP]"
Kind regards,
Frans Stekelenburg
NetDialog Service Center
+31 30 789 3636
www.netdialog.eu
> -----Original Message-----
> From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf
Of
> Rachid Zarouali
> Sent: vrijdag 24 april 2009 21:33
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] customer can't see their ticket using thecustomer
> interface
>
Lucio de Aquino Marinho
Hello for all
I got some errors when i tryed to install the 2.4 otrs version
--> in the browser
Software error:
Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229. --> in the log tail -f servicedeskhml-error.log [Fri Apr 24 20:03:10 2009] [error] [client xxxx] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:03:10 2009 [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client 1xxx] Message: Can't remove shm for log: Operation not permitted [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client xxx] Traceback (2641): [Fri Apr 24 20:03:10 2009] [error] [client xxx] Module: Kernel::System::Log::CleanUp (v1.59) Line: 253 [Fri Apr 24 20:03:10 2009] [error] [client xxxx] Module: Kernel::System::Log::new (v1.59) Line: 104 [Fri Apr 24 20:03:10 2009] [error] [client 1xxx] Module: /opt/otrs-2.4/bin/cgi-bin/installer.pl (v1.29) Line: 52 [Fri Apr 24 20:03:10 2009] [error] [client xx] [Fri Apr 24 20:03:10 2009] [error] [client xxxx] [Fri Apr 24 20:03:10 2009] installer.pl: Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229. [Fri Apr 24 20:06:50 2009] [error] [client xxx] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:06:50 2009 Anybody see some messages like this Thanks for all
Renee Bäcker
Have you filed a bugreport at http://bugs.otrs.org/ ? I think the
developers would be happy to get those bugreports...
- Renee
Lucio de Aquino Marinho schrieb:
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Frans Stekelenburg
You may also want to check if you have the right user (rights) used, for
OTRS, and webserver.
This sounds like a permission problem using the shared memory functionon
your linux system.
[root@otrs ~]# ipcs -m
------ Shared Memory Segments --------
key shmid owner perms bytes nattch status
0x02a62383 0 otrs 777 1 0
0x02a6231f 32769 otrs 777 4096 0
Gr,
Frans
>
> Hi!
>
> Have you filed a bugreport at http://bugs.otrs.org/ ? I think the
> developers would be happy to get those bugreports...
>
> - Renee
> > 2009] [error] [client 1xxx] Message: Can't remove shm for log:
> > Operation not permitted
---------------------------------------------------------------------
Frans Stekelenburg
Lucido,
Probably there should be added a cleaning up of shared memory in code.
I experienced the exact same thing in my test VM instance running Fedora release 7 (Moonshine).
You can fix this either by a reboot, or by removing still allocated shared memory.
If you log in to your server (assuming linux), as root, run ‘ipcs’ and you will see still sh mem of otrs:
# ipcs
------ Shared Memory Segments --------
key shmid owner perms bytes nattch status
0x02a62383 0 otrs 777 1 0
0x02a6231f 32769 otrs 777 4096 0
------ Semaphore Arrays --------
key semid owner perms nsems
0x00000000 163840 apache 600 1
0x00000000 196609 apache 600 1
0x00000000 229378 apache 600 1
------ Message Queues --------
key msqid owner perms used-bytes messages
The ones of owner ‘otrs’ can be removed when you are sure apache and otrs is not running.
# ipcrm -m 0
# ipcrm -m 32769
I started mysqld, httpd, and otrs services after this and got the good ol’ login screen.
gr,
Frans
From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of Lucio de Aquino Marinho
Sent: zaterdag 25 april 2009 01:37
To: User questions and discussions about OTRS.
Frans Stekelenburg
Good, glad it works!
Do you receive an error message now after login in?
I now get an error:
Error: Module Kernel/Output/HTML/NavBarTicketBulkAction.pm not found!
ERROR: OTRS-CGI-99 Perl: 5.8.8 OS: linux Time: Sat Apr
25 18:03:37 2009
Message: Module Kernel/Output/HTML/NavBarTicketBulkAction.pm not found!
Traceback (3428):
Module: Kernel::Output::HTML::Layout::NavigationBar (v1.142) Line:
3273
Module: Kernel::Modules::AgentTicketQueue::Run (v1.66) Line: 116
Module: Kernel::System::Web::InterfaceAgent::Run (v1.42) Line: 826
Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48
gr,
Frans
From: Lucio de Aquino Marinho
[mailto:aqu...@ecosistemas.com.br]
Sent: zaterdag 25 april 2009 18:24
To: Frans Stekelenburg
Subject: Re: [otrs] Error in otrs 2.4
Thanks My friend
now it is working withou problems , the solve below
[root@otrs Config]# ipcs
- Segmentos da memória compartilhada -
chave shmid proprietário
perms bytes
nattch status
0x02a6232a 0
root
777
1
0
0x02a622c6 32769
root
777
4096
0
------ Arrays de semáforos ------
chave semid
proprietário perms nsems
0x00000000 229376 apache
600
1
0x00000000 262145 apache
600
1
0x00000000 294914 apache
600
1
----- Filas de mensagens ------
chave msqid
proprietário perms bytes usados
mensagens
[root@otrs Config]# ipcrm -m 0
[root@otrs Config]# ipcs
- Segmentos da memória compartilhada -
chave shmid
proprietário perms
bytes nattch
status
0x02a622c6 32769
root
777
4096
0
------ Arrays de semáforos ------
chave semid
proprietário perms nsems
0x00000000 229376 apache
600
1
0x00000000 262145 apache
600
1
0x00000000 294914 apache
600
1
----- Filas de mensagens ------
chave msqid
proprietário perms bytes usados
mensagens
[root@otrs Config]# ipcrm -m 32769
[root@otrs Config]# ipcs
- Segmentos da memória compartilhada -
chave shmid
proprietário perms
bytes nattch
status
------ Arrays de semáforos ------
chave semid
proprietário perms nsems
0x00000000 229376 apache
600
1
0x00000000 262145 apache
600
1
0x00000000 294914 apache
600
1
----- Filas de mensagens ------
chave msqid
proprietário perms bytes usados mensagens
Frans Stekelenburg escreveu:
Rachid Zarouali
que<->group<->user hasn't been set correctly,
i've made a test with one of my user and it seems to be working perfectly.
what i've done is :
in [ Customer Users <-> Groups Management ]
i've choosen the group my queue belongs to and set all my customers to have rw rights.
if i'm correct, customer can only see their own tickets
and having rw rights then also can answer using the customer interface,
am i right ?
Rachid
Frans Stekelenburg
Yes, it is works as you described.
gr,
Frans