[otrs] CC auto-fill Issue

[Jeffrey Friedman]

I am running OTRS 2.3.4 (and overall loving it).  When I respond to
emails sent to a specific pop3 mailbox (supp...@mycompany.net), the
mailbox is automatically populated in the CC field.  Naturally, this
generates a lot of false "follow up" notifications.  Other POP3 accounts
work fine.  I've tried deleting the account from the list of PostMaster
accounts and recreating it but that didn't help.  I've even tried
forwarding all mail bound for supp...@mycompany.net to another account
and adding that account to OTRS, but as long as OTRS sees that email
address in the "From" line, it CCs it.

 

Is this a bug or did I inadvertently change a setting in SysConfig?  If
it's a bug, is it possible I could just edit this out of a script
somewhere?

 

Thanks in advance  for your advice


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Re: [otrs] Using fetchmail?

[Van den Brandt Tom T]

Mike,

I use version 2.3.3 and am able to connect to Google Apps mailboxes
using PostMasterMailbox.pl just fine. Remember that you'd have to enable
POP in the Gmail mailbox settings using your web browser.
After that I can configure the mailbox in OTRS as POP3S and it works as
expected.
If you want to see more information you can open a terminal window and
run .bin/PostMasterMailbox.pl as the OTRS user - this will show the
connection setup and the number of messages downloaded into OTRS. Do you
see any error messages here?

Kind regards,

--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl



Strange, I can't seem to get this working either.  Pop is enabled in
gmail mailbox.  PostMasterMailbox.pl runs without errors but reports
that there are no messages (there are -> I've send them myself :-) )
Some other settings I should look at?  Btw, gmail pop3 connection works
without issue in Thunderbird mail client...

 

Regards,


Tom

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Re: [otrs] supplier / partner case number

[Obee, Daniel]

Hi Frans

We had a similar problem and used a small script to add the X-OTRS header to 
the email before piping it to the postmaster.

The script does a lookup for the mail address in the customer db and adds the 
X-OTRS-FreeKey and FreeText to the Mail-header. Works like charm.

Greets,
Daniel

Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Frans 
Stekelenburg
Gesendet: Mittwoch, 28. Januar 2009 15:12
An: otrs@otrs.org
Betreff: [otrs] supplier / partner case number

Hi,

I would like to add a field where the ticket/case number of the other party 
(customer/partner/supplier), and it would be superb if the postmaster mail 
could subtract it automatically (probably requires heavy coding).

The case reference field I assume could be added through SysConfig as FreeText. 
Been struggling with this, how to go about and add an additional field (that 
could be entered/modified)?

Perhaps anybody is using a similar field?


gr,
Frans

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Re: [otrs] Using fetchmail?

[Mike Dent]

2009/1/28 Michiel Beijen :
> Mike,
>
> I use version 2.3.3 and am able to connect to Google Apps mailboxes using
> PostMasterMailbox.pl just fine. Remember that you'd have to enable POP in
> the Gmail mailbox settings using your web browser.
> After that I can configure the mailbox in OTRS as POP3S and it works as
> expected.
> If you want to see more information you can open a terminal window and run
> .bin/PostMasterMailbox.pl as the OTRS user - this will show the connection
> setup and the number of messages downloaded into OTRS. Do you see any error
> messages here?
>
> Kind regards,
>
>

Ahh, thanks for that. So I dont need fetchmail.
Now I have tried that command I have a problem:-

bash-3.1# ./bin/PostMasterMailAccount.pl
Can't locate IO/Socket/SSL.pm in @INC (@INC contains:
/opt/otrs/Kernel/cpan-lib /opt/otrs
/usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7
/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5
/usr/lib/perl5/site_perl
/usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi
/usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7
/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5
/usr/lib/perl5/vendor_perl
/usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .)
at ./bin/PostMasterMailAccount.pl line 222,  line 4.


Hmm, looks like missing perl modules!

Oh dear.

Thanks
Mike
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[otrs] supplier / partner case number

[Frans Stekelenburg]

Hi,

 

I would like to add a field where the ticket/case number of the other
party (customer/partner/supplier), and it would be superb if the
postmaster mail could subtract it automatically (probably requires heavy
coding).

 

The case reference field I assume could be added through SysConfig as
FreeText. Been struggling with this, how to go about and add an
additional field (that could be entered/modified)?

 

Perhaps anybody is using a similar field?

 

 

gr,

Frans

 

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Re: [otrs] SOAP Support

[Jason B. Loven]

I didn't see a response to this yet. I had to do something similar a
couple of years ago. I just wrote some PHP code that extracted what I
needed from the backend database. It was a bunch of PHP/Mysql stuff that
got the job done for me. The database schema is available on the OTRS
docs website as I remember it.

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Cees-Jan Kiewiet
Sent: Tuesday, January 27, 2009 4:05 AM
To: otrs@otrs.org
Subject: [otrs] SOAP Support

Hi,

After looking into the manual and googling a bit I couldn't find
anything useful on  a SOAP interface for OTRS. We want to extract a list
of tickets per costumer integrated in another system. Is there a way to
extract that data from OTRS without having to write a user simulating
client?

Cees-Jan
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Re: [otrs] Freetextfelder: Text anstatt Keys anzeigen?

[Michiel Beijen]

Guten Tag Herr Sulzer,

Probably by mistake you have sent your email to the international OTRS
mailing list. The language on this list is English. You might want to send
your email to the German language list at otrs...@otrs.org ; probably more
people will be able to help you there.

Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl


2009/1/28 Alexander Sulzer 

> Hallo OTRS Liste
>
> Ich möchte die Frage in
> http://lists.otrs.org/pipermail/otrs-de/2007-June/008591.html aufgreifen,
> da auf diese keine Antwort vorliegt.
>
> In der Ansicht "AgentTicketZoom" (basierend auf dem Template File
> "AgentTicketZoom.dtl") werden im Zusammenhang mit den Freetextfeldern sowohl
> als Freetextfeldname als auch als Freetextfeldwerte die Keys und nicht die
> entsprechenden Contents dargestellt. Ist das definitiv so gedacht oder
> handelt es sich dabei um eine Standarddarstellung, welche der Administrator
> entsprechend nach seinen Wünschen anpassen sollte?
>
> Jedenfalls muss ich aus Usabilitygründen die Contents und nicht die Keys
> darstellen. Ein Workaround bestünde darin, die Keys mit den Werten der
> entsprechenden Contents zu versehen, was in meinen Augen aber die
> Key-Content Philosophie untergräbt, welche ich aufgrund der konzeptionellen
> Integration von OTRS in unsere Systemumgebung nutzen muss. ;-)
>
> Da die Anzeige der Contents in den Ansichten Action=AdminSysConfig
> (AdminSysConfig.dtl) und Action=AgentTicketFreeText
> (AgentTicketFreeText.dtl) sowie Action=AgentTicketSearch
> (AgentTicketSearch.dtl) problemlos möglich ist, habe ich versucht die Syntax
> für die Anzeige der Contents aus diesen .dtl ins AgentTicketZoom.dtl zu
> übernehmen. Leider hat das nicht funktioniert, was wahrscheinlich daran
> liegt, dass die verschiedenen .dtl funktional unterschiedlich aufgebaut
> sind.
>
> Wo finde ich eine Anleitung dafür, wie ich generell beliebige Datenelemente
> an beliebigen Orten in beliebigen .dtl anzeigen kann? Muss ich dazu z.B.
> gewisse Klassen in einzelne .dtl einbinden? Im Zusammenhang mit obiger Frage
> ist auch interessant, dass die Contents für die Keys von Freetextfeldern
> nicht in der DB stehen, sondern in einem File namens
> /Kernel/Config/Files/ZZZAuto.pm.
>
> Gruss und vielen Dank im Voraus!
>
> Lex
>
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[otrs] Freetextfelder: Text anstatt Keys anzeigen?

[Alexander Sulzer]

Hallo OTRS Liste

Ich möchte die Frage in
http://lists.otrs.org/pipermail/otrs-de/2007-June/008591.html aufgreifen, da
auf diese keine Antwort vorliegt.

In der Ansicht "AgentTicketZoom" (basierend auf dem Template File
"AgentTicketZoom.dtl") werden im Zusammenhang mit den Freetextfeldern sowohl
als Freetextfeldname als auch als Freetextfeldwerte die Keys und nicht die
entsprechenden Contents dargestellt. Ist das definitiv so gedacht oder
handelt es sich dabei um eine Standarddarstellung, welche der Administrator
entsprechend nach seinen Wünschen anpassen sollte?

Jedenfalls muss ich aus Usabilitygründen die Contents und nicht die Keys
darstellen. Ein Workaround bestünde darin, die Keys mit den Werten der
entsprechenden Contents zu versehen, was in meinen Augen aber die
Key-Content Philosophie untergräbt, welche ich aufgrund der konzeptionellen
Integration von OTRS in unsere Systemumgebung nutzen muss. ;-)

Da die Anzeige der Contents in den Ansichten Action=AdminSysConfig
(AdminSysConfig.dtl) und Action=AgentTicketFreeText
(AgentTicketFreeText.dtl) sowie Action=AgentTicketSearch
(AgentTicketSearch.dtl) problemlos möglich ist, habe ich versucht die Syntax
für die Anzeige der Contents aus diesen .dtl ins AgentTicketZoom.dtl zu
übernehmen. Leider hat das nicht funktioniert, was wahrscheinlich daran
liegt, dass die verschiedenen .dtl funktional unterschiedlich aufgebaut
sind.

Wo finde ich eine Anleitung dafür, wie ich generell beliebige Datenelemente
an beliebigen Orten in beliebigen .dtl anzeigen kann? Muss ich dazu z.B.
gewisse Klassen in einzelne .dtl einbinden? Im Zusammenhang mit obiger Frage
ist auch interessant, dass die Contents für die Keys von Freetextfeldern
nicht in der DB stehen, sondern in einem File namens
/Kernel/Config/Files/ZZZAuto.pm.

Gruss und vielen Dank im Voraus!

Lex
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[otrs] stats report format settings

[Frans Stekelenburg]

Hi,

 

Is there a way I can adjust the various settings of the PDF report
generated from the printed stats? Like the font and size, the logo? 

Especially the spacing in the texts bother me (see the attached
example). In Core::Stats::Graph I found some but not all options.

 

Probably a FAQ, but I didn't find it there ;-) :

 

 

 

Kind regards,

Frans

 

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[otrs] Notifications per Queue

[Frans Stekelenburg]

Hi,

 

It seems not possible to have notifications sent with a different text
depending on the queue of the ticket, like it can be accomplished with
(auto)response, or is it? Would be a nice feature though. 

 

Kind regards,

Frans

 

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[otrs] customer notification with url to registered accounts

[Frans Stekelenburg]

Hi,

 

I would like a notifications sent out only to contain the url to the
OTRS web service for registered customers. Is there a way to do that?

The default Move, State and Owner notifications contain the URL. I could
take it out, but for registered customers  it is so nice to have it in.

 

(We are at this point reluctant to have people create their own
accounts- which might be the simplest work around for now)

 

 

regards,

Frans

 

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Re: [otrs] Upgraide faild

[dab]

Hi there,

some table names changed with the 2.2.x->2.3.x transition. Namely the table
"system_user" was renamed to "users", that possibly explains why otrs claims
there is no user.

 - (2008/05/15) Renamed mssql reserved database table word "system_user" to
"users". Use scripts/DBUpdate-to-2.3.*.sql for database upgrade.

Thats what the patch notes tell you to do, btw :) I suggest you check them
to identify any other pitfalls.

Phil

2009/1/28 Trasschaert Karl 

>  Hi all,
>
> I've tryed to upgrade otrs from 2.2.7 to 2.3.3 but somthing faild during
> the upgrade.
> Now i cannot log in into otrs, the system said that there is no user.
>
> I would like to come back to 2.2.7.
> I've done a fresh install on a vmmachine, but when i tryed to use the
> database from 2.3.3 it doesn't work.
> How can i convert a database from 2.3.3 to be used on 2.2.7?
>
> Thx
>
> Karl
>
> --
> nouveau est arrivé ! 
> Hotmail...
>
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