[otrs] Infinite loop?
Hello, A question about the way OTRS works. Let's say: -You receive support requests at [EMAIL PROTECTED] -You, as an agent, need to open a ticket, so you open a ticket which will have [EMAIL PROTECTED] as email address -The ticket finishes in a queue where follow up after close it's not possible. -The ticket is closed so the system will send a notification to the user ([EMAIL PROTECTED]) -The system receives the mail and will think it's a follow up for that ticket so it will reject it. -The rejected notification will be sent to [EMAIL PROTECTED] so we'll have an infinite loop. Is this right? Will loop protection prevent this? Which is the official advice to prevent this? Because although the loop protection works, you'll have a 'dirty' history for that ticket? And by the way, the sysadmin option "PostmasterMaxEmails" says "Maximal post master daemon email to own email-address a day. Loop-Protection! Default: 40" so if the systems receives 40 mails a day it will stop? What does it mean? Thanks a lot in advance, J ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] Multiple email recipients in To: field when opening new email ticket
Title: Multiple email recipients in To: field when opening new email ticket Hi I have tried to resolve this myself, but could use some feedback from the forum. Does anybody know if it is possible to pick multiple "To:" email addresses using "Take this Customer" button when opening a new email ticket? Ideally, I would like to send the ticket to all email recipients in a given CustomerID automatically (for example [EMAIL PROTECTED], [EMAIL PROTECTED], etc) without having to enter them in the "To:" or "CC:" field manually. OTRS only seems to let me select one email recipient in the "To:" field using the "Take this Customer" button. I am using OTRS 2.0.4 on Fedora Core 5 and mysql database. Thanks in advance, Lee Friedman - Lee Friedman - Consultant Secure Technology Integration Group, Ltd. Ansonia Station P.O. Box 237165 New York, NY 10023 - This message is for the named person's use only. It may contain confidential, proprietary or legally privileged information. No confidentiality or privilege is waived or lost by erroneous transmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. You must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intended recipient. Secure Technology Integration Group, Ltd. reserves the right to monitor all e-mail communications through its networks. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] can´t authorize e -mail problem
> I use PostMasterPOP3.pl myself, as it's the easiest way. Have you > read the chapter on 'Receiving emails' (http://doc.otrs.org/2.0/en/ > html/x1192.html)? > yes, over and over.. ;-)) ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] can´t authorize e -mail problem
> Again? They showed up before? How did you install OTRS > (.rpm/.tar.gz)? I have the following in my vhost config for the images: > > Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" yes, they showed up before, but on my old server, which is GONE!!! The new sever-hoster installed OTRS as a debian package new and I lost all my modifications. I will try to alias... Regarding your previous mail: yes, I have problems to RECEIVE mail, but ALSO to send. Actually, when trying to send, it tells me also authorization probs.. but sendmail config is ok! Thanks. > > Just read the docs: http://doc.otrs.org/2.0/en/html/ > x305.html#webserver-configuration > > Nils Breunese.___ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > => http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] can´t authorize e -mail problem
Mercator GmbH wrote: Nils, or could I use the .fetchmailrc instead?? I don´t know why.. I got ONE ticket created! Maybe because I was playing with fetchmail or with procmail... Yes, it's also possible to use fetchmail. All the options of receiving mail are in the manual: http://doc.otrs.org/2.0/en/html/ x1192.html Nils Breunese. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] can´t authorize e -mail problem
Mercator GmbH wrote: > > Try using \@ instead of @ in the username. This was mentioned on this > > list recently. (Yes, the GUI should probably make this "just work".) Nils, what if I use the PostMaster.pl instead with procmail? don´t know how to use it, but read in the manual about this option... I use PostMasterPOP3.pl myself, as it's the easiest way. Have you read the chapter on 'Receiving emails' (http://doc.otrs.org/2.0/en/ html/x1192.html)? Nils Breunese. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] can´t authorize e -mail problem
Mercator GmbH wrote: By the way: I don´t see ANY images. I think that´s an alias problem with Apache. I have read some articles. Problem is that the newsgroups are not searchable (right??) and I cannot find the article anymore. Using Google you can search anything. :o) Just use site: to have Google return only hits from a specific domain. How can I make the images show up again? Again? They showed up before? How did you install OTRS (.rpm/.tar.gz)? I have the following in my vhost config for the images: Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" Just read the docs: http://doc.otrs.org/2.0/en/html/ x305.html#webserver-configuration Nils Breunese.___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] can´t authorize e -mail problem
Mercator GmbH wrote:
> the GUI? See http://lists.otrs.org/pipermail/otrs/2006-August/
> 012068.html for the original post that said escaping the @-sign
> worked. Also note that that archived mail has "@" replaced by
"_at_",
> the original mail has just "@".
I have read the article. Actually, in my Config.pm is NO entry for
sendmail, since I had to install OTRS new and all my configurations
got lost... I have added this now. Is this OK? (sendmail path is
correct!)
And what about the pop3 settings in the GUI? Delete them?
# SendmailModule
# (Where is sendmail located and some options.
# See 'man sendmail' for details. Or use the SMTP backend.)
$Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail';
$Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -i -f ';
#
$Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self->{'SendmailModule::Host'} = 'sardiniatravel.net';
$Self->{'SendmailModule::Port'} = '25';
$Self->{'SendmailModule::AuthUser'} = 'sardiniatravel
[EMAIL PROTECTED]';
$Self->{'SendmailModule::AuthPassword'} = ' ... ';
The mail I linked to solved a problem with sending mail from OTRS
(notifications, replies, etc.). Your problem is getting the mails
into the system as tickets, right? I figured the same thing might
apply, using \@ instead of @. But there's always the possibility it's
something else. Personally I've never had a problem using OTRS.
Nils Breunese.
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Re: [otrs] Remove Ticket# field when replying to certain tickets
I think I'm misunderstood , I don't want to make system wide changes , only to certain tickets. By your reply i am thinking this is an impossible task :) Richard Hinkamp - BeSite wrote: You need the ticket ID for matching replies to the ticket (without a ticket number it wil create a new ticket). You could always use a non-standard ticket hook (default is Ticket#), you could change that to something else. See Kernel/Config/Ticket/Ticket.pm for the config correct setting. Richard Danie wrote: Hi , Is it possible to remove the "Re:Ticket#" when replying from only certain tickets , the reason is , we have another company who uses a call logging system as well , which in turn adds its own Call nr , now it seems OTRS is interfering with the subject line (which needs to be kept intact for some reason). I know it is impossible to not assign a ticket to an incoming email , I also looked at Filtering rules , but there is no indication of this being possible. Has anyone come across such an unique problem/solution? ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] Remove Ticket# field when replying to certain tickets
You need the ticket ID for matching replies to the ticket (without a ticket number it wil create a new ticket). You could always use a non-standard ticket hook (default is Ticket#), you could change that to something else. See Kernel/Config/Ticket/Ticket.pm for the config correct setting. Richard Danie wrote: Hi , Is it possible to remove the "Re:Ticket#" when replying from only certain tickets , the reason is , we have another company who uses a call logging system as well , which in turn adds its own Call nr , now it seems OTRS is interfering with the subject line (which needs to be kept intact for some reason). I know it is impossible to not assign a ticket to an incoming email , I also looked at Filtering rules , but there is no indication of this being possible. Has anyone come across such an unique problem/solution? ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] Remove Ticket# field when replying to certain tickets
Hi , Is it possible to remove the "Re:Ticket#" when replying from only certain tickets , the reason is , we have another company who uses a call logging system as well , which in turn adds its own Call nr , now it seems OTRS is interfering with the subject line (which needs to be kept intact for some reason). I know it is impossible to not assign a ticket to an incoming email , I also looked at Filtering rules , but there is no indication of this being possible. Has anyone come across such an unique problem/solution? Any help suggestions will be greatly appreciated. Daniel ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] can´t authorize e -mail problem
Nils, or could I use the .fetchmailrc instead?? I don´t know why.. I got ONE ticket created! Maybe because I was playing with fetchmail or with procmail... thanks, marc ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] can´t authorize e -mail problem
> > Try using \@ instead of @ in the username. This was mentioned on this > > list recently. (Yes, the GUI should probably make this "just work".) Nils, what if I use the PostMaster.pl instead with procmail? don´t know how to use it, but read in the manual about this option... thanks, marc ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
RE: [otrs] can´t authorize e -mail problem
> Can the OTRS box resolve the hostname? > Dit you try it with the IP address of the host instead? where can I test this? Which box do you mean? The SQL box? I haven´t tried with IP address yet. I have now put the stuff from article Nils sent me into the Config.pm and we´ll see if this works. By the way: I don´t see ANY images. I think that´s an alias problem with Apache. I have read some articles. Problem is that the newsgroups are not searchable (right??) and I cannot find the article anymore. How can I make the images show up again? thanks, marc > > -Oorspronkelijk bericht- > Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Mercator GmbH > Verzonden: donderdag 31 augustus 2006 12:40 > Aan: otrs@otrs.org > Onderwerp: [otrs] can´t authorize e -mail problem > > > Try using \@ instead of @ in the username. This was mentioned on this > list recently. (Yes, the GUI should probably make this "just work".) > > Nils Breunese. > <<< > > Thanks Nils, but NO success! > > When I use "[EMAIL PROTECTED] as username and put in > hostname "sardiniatravel", then it says: > Auth for user [EMAIL PROTECTED]@sardiniatravel.net > failed! > > When I leave the hostname blank, it says: > "error OTRS-PM3-10 Can't connect to " > > So... what now?? I MUST get this to work!! I don´t get any mails to OTRS > and it´s my work!!! > > Thanks, marc > > ___ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > =http://www.otrs.com/ > ___ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support orr consulting for your OTRS system? > => http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] can´t authorize e -mail problem
> the GUI? See http://lists.otrs.org/pipermail/otrs/2006-August/
> 012068.html for the original post that said escaping the @-sign
> worked. Also note that that archived mail has "@" replaced by "_at_",
> the original mail has just "@".
I have read the article. Actually, in my Config.pm is NO entry for sendmail, since I had to install OTRS new and all my configurations got lost... I have added this now. Is this OK? (sendmail path is correct!)
And what about the pop3 settings in the GUI? Delete them?
# SendmailModule
# (Where is sendmail located and some options.
# See 'man sendmail' for details. Or use the SMTP backend.)
$Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail';
$Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -i -f ';
#
$Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self->{'SendmailModule::Host'} = 'sardiniatravel.net';
$Self->{'SendmailModule::Port'} = '25';
$Self->{'SendmailModule::AuthUser'} = '[EMAIL PROTECTED]';
$Self->{'SendmailModule::AuthPassword'} = ' ... ';
Thanks,
marc
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Re: [otrs] can´t authorize e -mail problem
> Do you enter the username directly into the config file or throught > the GUI? See http://lists.otrs.org/pipermail/otrs/2006-August/ > 012068.html for the original post that said escaping the @-sign > worked. Also note that that archived mail has "@" replaced by "_at_", > the original mail has just "@". I entered it in the GUI, in the admin area. Will check the post above. > Cool down or go get commercial support (http://www.otrs.com/). No > need to panic, we're only trying to help you here. I don´t panic, no prob. I am cool as someone can be cool when his server-provider just got bankrupt and all machines are off :-))) Have you heard about Colossus?? I had my servers there.. geeez... all off... :-(( I appreciate your help, I am just worried about the help from the new server-provider, who responds me with "yes" and "no", but nothing else... :-( Thanks for your effort! Marc ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
RE: [otrs] can´t authorize e -mail problem
Can the OTRS box resolve the hostname? Dit you try it with the IP address of the host instead? -Oorspronkelijk bericht- Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Mercator GmbH Verzonden: donderdag 31 augustus 2006 12:40 Aan: otrs@otrs.org Onderwerp: [otrs] can´t authorize e -mail problem Try using \@ instead of @ in the username. This was mentioned on this list recently. (Yes, the GUI should probably make this "just work".) Nils Breunese. <<< Thanks Nils, but NO success! When I use "[EMAIL PROTECTED] as username and put in hostname "sardiniatravel", then it says: Auth for user [EMAIL PROTECTED]@sardiniatravel.net failed! When I leave the hostname blank, it says: "error OTRS-PM3-10 Can't connect to " So... what now?? I MUST get this to work!! I don´t get any mails to OTRS and it´s my work!!! Thanks, marc ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? =http://www.otrs.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] can´t authorize e -mail problem
Marc wrote: Try using \@ instead of @ in the username. This was mentioned on this list recently. (Yes, the GUI should probably make this "just work".) Nils Breunese. <<< Thanks Nils, but NO success! When I use "[EMAIL PROTECTED] as username and put in hostname "sardiniatravel", then it says: Auth for user [EMAIL PROTECTED]@sardiniatravel.net failed! Do you enter the username directly into the config file or throught the GUI? See http://lists.otrs.org/pipermail/otrs/2006-August/ 012068.html for the original post that said escaping the @-sign worked. Also note that that archived mail has "@" replaced by "_at_", the original mail has just "@". So... what now?? I MUST get this to work!! I don´t get any mails to OTRS and it´s my work!!! Cool down or go get commercial support (http://www.otrs.com/). No need to panic, we're only trying to help you here. Nils Breunese. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
[otrs] can´t authorize e -mail problem
Try using \@ instead of @ in the username. This was mentioned on this list recently. (Yes, the GUI should probably make this "just work".) Nils Breunese. <<< Thanks Nils, but NO success! When I use "[EMAIL PROTECTED] as username and put in hostname "sardiniatravel", then it says: Auth for user [EMAIL PROTECTED]@sardiniatravel.net failed! When I leave the hostname blank, it says: "error OTRS-PM3-10 Can't connect to " So... what now?? I MUST get this to work!! I don´t get any mails to OTRS and it´s my work!!! Thanks, marc ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
Re: [otrs] can´t authorize e -mail problem
Marc Herms wrote: In the pop3 configurations, I have put in the correct username, host and password, but it keeps saying "auth failed". See below for error messages from the log. The problem is that the username for my e-mail on my server is the FULL address. My real address is: [EMAIL PROTECTED] to get my e-mail, I have to log in with username [EMAIL PROTECTED] and the password. But when I put the full address in the pop3 account field, it adds this to the host. I tried to leave the host field blank, but no success either. What can I do?? Try using \@ instead of @ in the username. This was mentioned on this list recently. (Yes, the GUI should probably make this "just work".) Nils Breunese. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? => http://www.otrs.com/
