Re: [otrs] X-ORTS headers
The approach with the different mail addresses seems the most reasonable.
That said you can use the [ PostMaster Filter ] in the admin interface to sort
out keywords. Just make sure you pick the proper format. The **ORDER** is
tricky because of the ‘*’. Make it ‘\*\*ORDER\*\*’ and it’ll work properly.
Greets
Daniel
Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Anton Gubar'kov
Gesendet: Samstag, 29. November 2008 12:01
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] X-ORTS headers
Hello, Sam.
You can use the postmaster filter modules to do that. The attached example from
the docs
# Job Name: 2-Match
# (sort emails with From: [EMAIL PROTECTED]mailto:[EMAIL PROTECTED] and
Subject: **ORDER**
# into queue 'Order')
$Self-{'PostMaster::PreFilterModule'}-{'2-Match'} = {
Module = 'Kernel::System::PostMaster::Filter::Match',
Match = {
To = '[EMAIL PROTECTED]mailto:[EMAIL PROTECTED]',
Subject = '**ORDER**',
},
Set = {
'X-OTRS-Queue' = 'Order',
},
};
moves a ticket to the queue Order when To and Subject fields match. You need
to match Body field instead. I didn't use it myself and I didn't verify that
regular expressions are acceptable in matching.
~otrs/Kernel/System/PostMaster/Filter/Match.pm uses stantard perl match to
compare strings so most probably you can use perl regular expressions.
Prefilter declaration in the Config.pm is a kind of if-then construct. You need
as many of these filters as you need to recognize different keywords.
I have several queues too. However I use different email addresses to sort
emails from customers to different queues. I wrote a short essay how I did it.
You may find it useful.
https://support.gubarkov.ru/otrs/public.pl?Action=PublicFAQItemID=1. I would
appreciate everybody's feedback on my otrs and postfix integration essay.
regards,
Anton.
2008/11/29 sam [EMAIL PROTECTED]mailto:[EMAIL PROTECTED]
Hello Anton,
Sorry for the delay. My idea was to sort emails to different queues where the
customer specified a keyword in the email i.e. A parameter TICKET:Database in
the email and once its received OTRS moves it to a queue Database issues.
Basically all the customer has to do is to specify the keyword TICKET: and a
corresponding word that will indicate the type of queue that the ticket will be
sorted to.
Thanks in advance.
Regards,
Sam Hailer
Anton Gubar'kov wrote:
Hello, Sam.
Could you give me a specific example of what you would like OTRS to do about
X-OTRS headers? What's the business process behind? Maybe I would be able to
come out with more useful suggestions.
Anton.
2008/11/24 sam [EMAIL PROTECTED]mailto:[EMAIL PROTECTED]
Hi,
Thanks Anton for the reply, I don't understand whether the filter rules are
specified in the Config.pm file or in the postmaster filter section in the
admin interface. I have gone through the Defaults.pm file and there is no
mention of x-otrs headers anywhere.
I might not have specified my problem before correctly but I wanted to know how
to configure the headers in the postmaster filter i.e. how do I specify the
headers that otrs watches out for in the incoming mails and how to specify the
headers in the mail that will be fetched from the pop3 mail account
configured(Ps. The trusted option is set to yes).
Regards,
Sam Hailer.
Anton Gubar'kov wrote:
Hi, Sam.
X-OTRS headers are used to store values for the ticket being created in the
email being processed. I use X-OTRS-Queue to move spam tickets to queue Junk.
Here is the code in Config.pm to achieve it.
$Self-{'PostMaster::PreFilterModule'}-{'5-SpamAssassin'} = {
'CMD' = '/usr/bin/spamc -E -r',
'Module' = 'Kernel::System::PostMaster::Filter::CMD',
'Set' = {
'X-OTRS-Queue' = 'Junk'
}
};
The effect is the ticket is created in queue Junk if spamc produces any output.
The queue determination from system addresses is ignored.
Regards,
Anton.
2008/11/21 sam [EMAIL PROTECTED]mailto:[EMAIL PROTECTED]
Hi,
My issue with x-orts headers is that i dont know how to configure them. I have
tried to go through the admin manual but i can't get a handle on how they are
configured. Could some one post me a working sampleso that i can atleast have
an idea of what to enter in the postmaster filter section. Thanks.
Regards
Sam Hailer.
Aris Czamanske wrote:
Sam,
In Pop3 Account Management for the specific email account, set the Trusted
field to 'Yes' . Then test your filters. Everything should work properly.
Aris
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[otrs] Vacation
Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: [EMAIL PROTECTED] HP: 91053024 For support issues, please call: 96446090 ___ 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
Re: [otrs] X-ORTS headers
Hi
I tried using the PostMaster Filter but that did not work for
me(Actually that is what brought me to this mailing list) currently im
adopting Anton's code into my Config.pm.
I also agree that different mail addresses are the most reasonable
though that would not be feasible from my company's setup since all
support emails are sent to one email address where OTRS should fetch
and sort to the different groups involved. Could you please send me an
example of how you would implement my adopted code below in the
PostMaster Filter interface.
$Self-{'PostMaster::PreFilterModule'}-{'2-Match'} = {
Module = 'Kernel::System::PostMaster::Filter::Match',
Match = {
To = '[EMAIL PROTECTED]',
Body = '**OTRS-Type:Database**',
},
Set = {
'X-OTRS-Queue' = 'Product Developers Support',
},
};
I was also looking at the
~otrs/Kernel/System/PostMaster/Filter/Match.pm file and noticed the
following line at the top
package Kernel::System::PostMaster::Filter::Match;
My question is for the above code on line one should the value
'2-Match' be the same as the last parameter in the above line?
Regards
Sam Hailer.
Obee, Daniel wrote:
The approach with the different
mail addresses seems the most reasonable.
That said you can use the [
PostMaster Filter ] in the admin
interface to sort out keywords. Just make sure you pick the proper
format. The
**ORDER** is tricky because of the *. Make it \*\*ORDER\*\* and
itll work
properly.
Greets
Daniel
Von:
[EMAIL PROTECTED] [mailto:[EMAIL PROTECTED]] Im Auftrag von
Anton
Gubar'kov
Gesendet: Samstag, 29. November 2008 12:01
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] X-ORTS headers
Hello, Sam.
You can use the postmaster filter modules to do that. The attached
example from
the docs
# Job Name: 2-Match
# (sort emails with From: [EMAIL PROTECTED]
and Subject: **ORDER**
# into queue 'Order')
$Self-{'PostMaster::PreFilterModule'}-{'2-Match'} = {
Module = 'Kernel::System::PostMaster::Filter::Match',
Match = {
To = '[EMAIL PROTECTED]',
Subject = '**ORDER**',
},
Set = {
'X-OTRS-Queue' = 'Order',
},
};
moves a ticket to the queue Order when To and Subject fields match.
You
need to match Body field instead. I didn't use it myself and I didn't
verify
that regular expressions are acceptable in matching.
~otrs/Kernel/System/PostMaster/Filter/Match.pm uses stantard perl match
to
compare strings so most probably you can use perl regular expressions.
Prefilter declaration in the Config.pm is a kind of if-then construct.
You need
as many of these filters as you need to recognize different keywords.
I have several queues too. However I use different email addresses to
sort
emails from customers to different queues. I wrote a short essay how I
did it.
You may find it useful. https://support.gubarkov.ru/otrs/public.pl?Action="">.
I would appreciate everybody's feedback on my otrs and postfix
integration
essay.
regards,
Anton.
2008/11/29 sam [EMAIL PROTECTED]
Hello Anton,
Sorry for the delay. My idea was to sort emails to different queues
where the
customer specified a keyword in the email i.e. A parameter
"TICKET:Database" in the email and once its received OTRS moves it to
a queue Database issues. Basically all the customer has to do is to
specify the
keyword TICKET: and a corresponding word that will indicate the type of
queue
that the ticket will be sorted to.
Thanks in advance.
Regards,
Sam Hailer
Anton Gubar'kov wrote:
Hello, Sam.
Could you give me a specific example of what you would like OTRS to do
about
X-OTRS headers? What's the business process behind? Maybe I would be
able to
come out with more useful suggestions.
Anton.
2008/11/24 sam [EMAIL PROTECTED]
Hi,
Thanks Anton for the reply, I don't understand whether the
filter rules are specified in the Config.pm file or in the postmaster
filter
section in the admin interface. I have gone through the Defaults.pm
file and
there is no mention of x-otrs headers anywhere.
I might not have specified my problem before correctly but I wanted to
know how
to configure the headers in the postmaster filter i.e. how do I specify
the
headers that otrs watches out for in the incoming mails and how to
specify the
headers in the mail that will be fetched from the pop3 mail account
configured(Ps. The trusted option is set to yes).
Regards,
Sam Hailer.
Anton Gubar'kov wrote:
Hi, Sam.
X-OTRS headers are used to store values for the ticket being created in
the
email being processed. I use X-OTRS-Queue to move spam tickets to queue
Junk.
Here is the code in Config.pm to achieve it.
$Self-{'PostMaster::PreFilterModule'}-{'5-SpamAssassin'} = {
'CMD' = '/usr/bin/spamc -E -r',
'Module' = 'Kernel::System::PostMaster::Filter::CMD',
'Set' = {
'X-OTRS-Queue' = 'Junk'
}
};
The effect is the ticket is created in queue Junk if spamc produces
[otrs] Vacation
Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: [EMAIL PROTECTED] HP: 91053024 For support issues, please call: 96446090 ___ 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
Re: [otrs] Vacation
On Fri, November 28, 2008 14:27, [EMAIL PROTECTED] wrote: Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: [EMAIL PROTECTED] HP: 91053024 For support issues, please call: 96446090 I added the following lines to my .procmailrc file: # Out Of Office messages :0 * ^From: [EMAIL PROTECTED] * ^Subject:.*Vacation /dev/null @Ronghwa, could you PLEASE disable the broken autoreply? Thank you. -- Amedee ___ 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
[otrs] Vacation
Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: [EMAIL PROTECTED] HP: 91053024 For support issues, please call: 96446090 ___ 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
Re: [otrs] X-ORTS headers
Sam, If you have different email accounts for each queue, then go into Pop3 Account Management in the Admin Console. When you set up the pop3 account, you need to fill out these fields: Account username: [EMAIL PROTECTED] Account Password: passcode Host: mail.domain.com Trusted: yes (so otrs reads the email header info) Dispatching: Dispatching by email To: field (**this will read the to address and dispatch to appropriate queue) Queue: (Set the queues you want it to go to) Valid: yes Comment: Whatever you want to say As an example: If your organization has email for [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED], etc then set up queues: Sales, Support, Human Resources, etc. Aris ___ 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
[otrs] Vacation
Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: [EMAIL PROTECTED] HP: 91053024 For support issues, please call: 96446090 ___ 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
[otrs] newbie question about link
Can anyone explain me what link means? I tried creating parent, child and normal links and nothing happens... Is there any way to include tasks into a ticket? I mean, I move a ticket to software qeue, for example, but in order to close the ticket, support department must do several things and if all of the things are not close, we cannot close the ticket By the way, sorry for my english... ___ 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
[otrs] Vacation
Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: [EMAIL PROTECTED] HP: 91053024 For support issues, please call: 96446090 ___ 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
Re: [otrs] Vacation
Can one of the forum admins, unsub him for now? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: 01 December 2008 06:24 PM To: otrs@otrs.org Subject: [otrs] Vacation Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: [EMAIL PROTECTED] HP: 91053024 For support issues, please call: 96446090 ___ 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 ___ 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
[otrs] Vacation
Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: [EMAIL PROTECTED] HP: 91053024 For support issues, please call: 96446090 ___ 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
Re: [otrs] Vacation
I sent such a message about 30 minutes ago. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Theunis De Klerk Sent: Monday, December 01, 2008 11:26 AM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Vacation Can one of the forum admins, unsub him for now? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: 01 December 2008 06:24 PM To: otrs@otrs.org Subject: [otrs] Vacation Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: [EMAIL PROTECTED] HP: 91053024 For support issues, please call: 96446090 ___ ___ 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
[otrs] Vacation
Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: [EMAIL PROTECTED] HP: 91053024 For support issues, please call: 96446090 ___ 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
[otrs] FYI: Vacation
I received a reply from an admin a short while ago. The OOT messages should be no more. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of LQ Marshall Sent: Monday, December 01, 2008 11:27 AM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Vacation I sent such a message about 30 minutes ago. -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Theunis De Klerk Sent: Monday, December 01, 2008 11:26 AM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Vacation Can one of the forum admins, unsub him for now? -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of [EMAIL PROTECTED] Sent: 01 December 2008 06:24 PM To: otrs@otrs.org Subject: [otrs] Vacation Hi I will be on leave from 29 Nov to 15 Dec. I will not be able to receive your email. Please do contact the following people. For pre-sales issues, please contact Ronghwa. Email address: [EMAIL PROTECTED] HP: 91053024 For support issues, please call: 96446090 ___ 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
[otrs] Customer LDAP Login
Hi
I have a Zimbra Server, I´m using it's LDAP server (customized
OpenLDAP) to authenticate my OTRS installation. I can authenticate
from the agents configuration, but I can't from the customers
interface.
My configuration options:
$Self-{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP';
$Self-{'Customer::AuthModule::LDAP::Host'} = 'mail.COMPANY.net';
$Self-{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=people,dc=COMPANY,dc=net';
$Self-{'Customer::AuthModule::LDAP::UID'} = 'uid';
$Self-{'Customer::AuthModule::LDAP::AlwaysFilter'} =
'((objectclass=zimbraAccount)(zimbraMailStatus=enabled))';
$Self-{'AuthModule'} = 'Kernel::System::Auth::LDAP';
$Self-{'AuthModule::LDAP::Host'} = 'mail.COMPANY.net';
$Self-{'AuthModule::LDAP::BaseDN'} = 'ou=people,dc=COMPANY,dc=net';
$Self-{'AuthModule::LDAP::UID'} = 'uid';
$Self-{'AuthModule::LDAP::AlwaysFilter'} =
'((objectclass=zimbraAccount)(zimbraMailStatus=enabled))';
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Re: [otrs] newbie question about link
Hi, links are used to relate tickets (as well as faq articles and config items) to each other. The meaning of such a relation is really interpreted by the humans (agents). The only technical use of links I know of is when a config item dependsOn a ticket, ConfigItem is marked not available by OTRS until the ticket is closed. ConfigItems and additional link types are introduced in OTRS::ITSM. Anton. 2008/12/1 Llorente Garcia, Julian [EMAIL PROTECTED] Can anyone explain me what link means? I tried creating parent, child and normal links and nothing happens... Is there any way to include tasks into a ticket? I mean, I move a ticket to software qeue, for example, but in order to close the ticket, support department must do several things and if all of the things are not close, we cannot close the ticket By the way, sorry for my english... ___ 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 ___ 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
[otrs] Article Numbering inconsistency: Enhancement Request
Hi, I just upgraded from 2.1.4 to 2.3.3 (and simultaneously from fedora 5 to fedora 9). All went very smoothly... thanks to OTRS for such a great product !!! One of the numerous small improvements my users noticed was that, when zoomed, articles used to be listed in chronological order... They are now listed in reverse chronological order. They love this since the most recent is at the top. It's not clear how this preference setting (in Frontend::Agent::Ticket::ViewZoom) got changed... maybe a different default now ??? However, my issue is that the articles are still numbered in ascending order. So, e.g., on a 6 article ticket, what used to be number 2 is now number 5. Our agents were in the habit of saying See article 2 in the notes... and all those references are now wrong. I'd like to suggest that when tickets are ordered reverse chronologically, they are also numbered from largest to smallest. This is better, imo, because: * it provides consistency regardless of sort order, * it provides an obvious indication of sort order to the user and * it also better better reflects what's really happen(ing/ed) Thanks again, MikeM Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ___ 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
[otrs] add bulk-merge action into bulk-action page
Dear Otrs users, I want to add bulk-merge action into bulk-action page. I have check out AgentTicketBulk.pm ver 1.18, and replace the ver 1.14 , and replace the dtl file AgentTicketBulk.dtl from ver 1.10 to 1.13 This not work properly. -- Jeffery ___ /\__\ What is the world coming to? \/__/ ___ 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
[otrs-de] EMail Benachrichtigung Besitzer bei Telefon Ticket ?
Hi Wenn ein neues Telefon Ticket angelegt wird bekommt der Besitzer / Agent und auch der Verantwortliche darüber keine Benachrichtigung per Mail, sondern nur der Kunde. Beim eMail Ticket funktioniert hingegen die Benachrichtigung. Habe ich etwas übersehen? Eine entsprechende Konfigurationsoption kann ich nämlich nicht finden. Oder kann man das gar nicht ändern? Grüße Nicola smime.p7s Description: S/MIME cryptographic signature ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
[otrs-de] Adding Cc field to ticket zoom view
Hi, when a client creates a new ticket by sending an email to my OTRS and if he Cc'd other recipients, I cannot see those recipients in the ticket zoom view (or in any other view). So how can I configure OTRS to have a Cc: field (beside the From: and To: field) in my zoom view? regards, Frank ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
