"To" Field empty while creating new ticket

[gaggid]

I just installed OTRS 3 and Joomla 2.5. Installed gateway and configured it right. Status is it's able to communicate. Now when i am trying to create new ticket from Joomla Front End it shows me all the fields. But "To" Field is empty. There are no queues in it. I created on test Queue but it's not showing there. Please help... What can be wrong in this case ??

[vittala]

Hi

The usual source of this problem is that your not logged into Joomla as a user that matches an OTRS customer user.

Check that:

a) You have created a valid customer user in OTRS
b) You can log into the OTRS customer interface as a customer user and see the queues when you submit a ticket
c) That the login or email address of the customer user matches the login or email address of a user in Joomla
d) That in the OTRS Gateway component parameters in Joomla, you have set the "User Mapping" appropriately

Regards
Vittal

[gaggid]

Thanks for reply. But i am new to OTRS. So right now i have to create some customer in OTRS and Joomla as well ???

If yes, does that mean that every user who will be logging into my joomla using ldap needs to be created in OTRS as well ??

[gaggid]

Ok i did so.. I created a new customer same as my joomla user account. Now i am able to create ticket.

Please help me understand how i can define roles in OTRS based on my Joomla Userbase.

Search Ticket Plugin is not working smart search.

And how i can use same LDAP server on OTRS and Joomla so that synchronization of user happen automatic.

[vittala]

Hi

At present, you can not create OTRS customer users based on the Joomla user database.

However, you can share an LDAP server for both Joomla users and OTRS customer users.

The OTRS administration document describes how to set up OTRS to use LDAP for customer users:
http://doc.otrs.org/3.1/en/html/customer-user-backend.html#customer-backend-ldap

As for Joomla, the "Authentication - LDAP" plugin allows you to configure an LDAP server to authenticate users against.

Regards
Vittal

[diogoareia]

Hi,
My queues array is empty so the To list is also empty i have done everything like gaggid but with no result.

Any more ideas?

Here is the array:

Array ( ) ) [_name:protected] => tinymce [asset:protected] => [author:protected] => [_errors:protected] => Array ( ) ) [priorityList] => [defaultDest] => [defaultSubject] => [defaultText] => [formToken] => 82712608efa2732f4878c25a310f944a [queues] => [ticketTypes] => Array ( [8] => RfC [6] => Problem::KnownError [4] => Incident::Disaster [1] => default [3] => Incident::ServiceRequest [7] => Problem::PendingRfC [2] => Incident [5] => Problem ) )

[vittala]

Hi

Can you log into your OTRS customer interface as one of your customer users and see entries in the Queues when submitting a new ticket? Queues being empty is usually a case of customer user accounts not having permissions to use the queues.

Regards
Vittal

[diogoareia]

Hi,

Got it to work, i was using an agent and not a costumer.

Thanks for all your help :)