Re: [otrs] 3.1.7 Upgrade problem
Hi Steve, the UPGRADING file has a section on this: 18) Custom free field default value event handler - If you used the event handler Ticket::EventModulePost###TicketFreeFieldDefault (not active by default), you'll need to migrate its configuration to the new setting Ticket::EventModulePost###TicketDynamicFieldDefault. The configuration of this is slightly different; where you had to specify a Counter indicating the TicketFreeText number previously, now you need to specify the name of the DynamicField (for migrated fields, this will be DynamicField_TicketFreeKey$Counter and DynamicField_TicketFreeText$Counter. You need two separate entries now if you want to set both the key and the text field. Please check the mentioned settings. The old one should be deactivated and migrated to the new module. Best regards, mg Am 02.10.12 21:54, schrieb Steve Clark: > Hello, > > When trying the following I get errors. > > bin]# cat ../doc/sample_mails/test-email-1.box | ./otrs.PostMaster.pl > > ERROR: OTRS-otrs.PostMaster.pl-10 Perl: 5.10.1 OS: linux Time: Tue > Oct 2 15:13:13 2012 > > Message: Module Kernel/System/Ticket/Event/TicketFreeFieldDefault.pm > not found! > > Traceback (14249): >Module: Kernel::System::EventHandler::EventHandler (v1.10) Line: 209 >Module: Kernel::System::Ticket::HistoryAdd (v1.549.2.6) Line: 5270 >Module: Kernel::System::Ticket::TicketCreate (v1.549.2.6) Line: 521 >Module: Kernel::System::PostMaster::NewTicket::Run (v1.86) Line: 170 >Module: Kernel::System::PostMaster::Run (v1.87.2.1) Line: 374 >Module: (eval) (v1.5) Line: 114 >Module: ./otrs.PostMaster.pl (v1.5) Line: 84 > > I guess the TicketFreeFieldDefault.pm should be > TicketDynamicFieldDefault.pm but I can't figure out > where or how it is being referenced. > > Thanks, > > -- > Stephen Clark > *NetWolves* > Director of Technology > Phone: 813-579-3200 > Fax: 813-882-0209 > Email: steve.cl...@netwolves.com > http://www.netwolves.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 -- Martin Gruner Senior Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel It's raining... OTRS Feature Add-Ons! Bis zu 10 kostenlose OTRS Feature Add-Ons und professionellen Hersteller-Support -- Werden Sie jetzt Service-Subscription-Kunde! - 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] no autoresponse in otrs
hello, i looked at how to configure autoresponse for client emails and i have the same configuration but still clients are not getting autoemail response. i have some filters configured but none of them is x-headerloop. when a client sends an email to the otrs system he doesn't get a reply but in the history on the ticket the following is written: Sent no auto-response because the sender doesn't want an auto-response (e. g. loop or precedence hea[...] has anyone had this problem and know the solution? Regards - 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] Receiving mail's with .msg attachments
All, As part of some workflow, we need to be able to receive an e-mail, which contains another e-mail as an attachment. When OTRS receives this it is taking the original .msg file and stripping it into two .txt files This would be be too bad, but we loose the headers from the original attached e-mail which are required for diagnostic purposes. Any way around this? Steve - 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] OTRS : Duplicate emails gets via POP3
Hi, We found the problem and solved with workarround. So, our problem is not related with pop server or imap server.when the backup of mysql DB it's running (with gzip compress) I don't know why (we 'are still investigating) the process otrs.PostMasterMailbox.pl crash, now we stopped running this script during the backup and solved the problem. Thanks for our support. Marco -Original Message- From: Marco Ferreira To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS : Duplicate emails gets via POP3 Date: Wed, 03 Oct 2012 12:18:28 +0100 I will check our configuration of our pop server, I will send feedback soon. Thanks for your help. Marco -Original Message- From: Gerald Young Reply-to: User questions and discussions about OTRS. To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS : Duplicate emails gets via POP3 Date: Wed, 3 Oct 2012 11:51:16 +0100 And in my case, I use procmail which has none of these issues and receives mail instantly into OTRS. On Tue, Oct 2, 2012 at 4:13 PM, David Boyes wrote: > Depends a lot on the POP server implementation, too. If the POP server is > set to rate-limit incoming connections (default on recent versions of > Exchange, and most of the “free” email providers these days), the client (in > this case, OTRS) will see the full list of messages in the mailbox, but will > be allowed to get only a certain number per connection attempt, and will not > be able to connect more than once per X minutes. This confuses the OTRS POP > client a lot. > > > > The best permanent solution we’ve found is to use fetchmail to interact with > the POP server, and a local SMTP server listening only on the loopback > address with local aliases for the OTRS queues. Fetchmail is much smarter > about dealing with obscure remote mailbox problems, and has super-helpful > logging if it has problems. > > > > > - > 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 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] otrs auto merge feature
Hi, We are using a "drop" system for mails that we want in otrs, if there's an email chain of 5 emails however and then you drop them all into otrs, you get 5 new tickets, not one ticket with 5 articles which is what i'd like as they all have same subject and relate to same issue. i know otrs like's to match by OTRS number but is there no way for it to check subject line aswell? thanks Neil - 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] otrs auto merge feature
Well, it DOES check the subject line - for the OTRS ticket # that would associate those emails. Does the subject line contain that? Otherwise is there some unique identifier that OTRS could use to tell they were associated? You could try to scan for it in the postmaster input, but there has to be some unique identifier that ties the issues together that OTRS can be programmed to find. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Neil Simpson Sent: Monday, October 08, 2012 10:01 AM To: User questions and discussions about OTRS. Subject: [otrs] otrs auto merge feature Hi, We are using a "drop" system for mails that we want in otrs, if there's an email chain of 5 emails however and then you drop them all into otrs, you get 5 new tickets, not one ticket with 5 articles which is what i'd like as they all have same subject and relate to same issue. i know otrs like's to match by OTRS number but is there no way for it to check subject line aswell? thanks Neil - 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] otrs auto merge feature
the unique identifier is the subject of the email. but without any otrs number as these emails are all outside of otrs until i drag them in together. it needs to say "ohh here are 5 emails with the same subject, i will merge them into one ticket, 5 articles" but currently it says "ohh here are 5 emails without any otrs number, i will create a new ticket for each" which then means everyone gets 5 "new ticket" notifications for what is essentially only 1 issue and an Agent has to then merge the 5 together. On Mon, Oct 8, 2012 at 4:14 PM, David Boyes wrote: > Well, it DOES check the subject line – for the OTRS ticket # that would > associate those emails. Does the subject line contain that? > > ** ** > > Otherwise is there some unique identifier that OTRS could use to tell they > were associated? You could try to scan for it in the postmaster input, but > there has to be some unique identifier that ties the issues together that > OTRS can be programmed to find. > > ** ** > > *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf > Of *Neil Simpson > *Sent:* Monday, October 08, 2012 10:01 AM > *To:* User questions and discussions about OTRS. > *Subject:* [otrs] otrs auto merge feature > > ** ** > > Hi, > > We are using a "drop" system for mails that we want in otrs, if there's an > email chain of 5 emails however and then you drop them all into otrs, you > get 5 new tickets, not one ticket with 5 articles which is what i'd like as > they all have same subject and relate to same issue. i know otrs like's to > match by OTRS number but is there no way for it to check subject line > aswell? > > thanks > > Neil > > - > 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
Re: [otrs] otrs auto merge feature
Have you tried enabling Ticket -> Core::Postmaster -> PostmasterFollowUpSearchInReferences ? Steve On 8 October 2012 15:29, Neil Simpson wrote: > the unique identifier is the subject of the email. but without any otrs > number as these emails are all outside of otrs until i drag them in > together. it needs to say "ohh here are 5 emails with the same subject, i > will merge them into one ticket, 5 articles" but currently it says "ohh here > are 5 emails without any otrs number, i will create a new ticket for each" > which then means everyone gets 5 "new ticket" notifications for what is > essentially only 1 issue and an Agent has to then merge the 5 together. > > On Mon, Oct 8, 2012 at 4:14 PM, David Boyes wrote: >> >> Well, it DOES check the subject line – for the OTRS ticket # that would >> associate those emails. Does the subject line contain that? >> >> >> >> Otherwise is there some unique identifier that OTRS could use to tell they >> were associated? You could try to scan for it in the postmaster input, but >> there has to be some unique identifier that ties the issues together that >> OTRS can be programmed to find. >> >> >> >> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of >> Neil Simpson >> Sent: Monday, October 08, 2012 10:01 AM >> To: User questions and discussions about OTRS. >> Subject: [otrs] otrs auto merge feature >> >> >> >> Hi, >> >> We are using a "drop" system for mails that we want in otrs, if there's an >> email chain of 5 emails however and then you drop them all into otrs, you >> get 5 new tickets, not one ticket with 5 articles which is what i'd like as >> they all have same subject and relate to same issue. i know otrs like's to >> match by OTRS number but is there no way for it to check subject line >> aswell? >> >> thanks >> >> Neil >> >> >> - >> 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 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] otrs auto merge feature
the unique identifier is the subject of the email. There are a lot of ugly failure and/or race condition scenarios here. What would happen if another agent dropped in an email from another customer that happened to have the same subject line while you were dropping a batch in? Would you want that email incorporated into the same ticket as well? Somehow, I don't think that's what you want to happen, but that would be the result. You're going to have to create something else in each email that indicates that the multiple messages are somehow associated, either a custom header or manipulating the subject line in some special way outside OTRS. What implements your "drop box"? Is there a way that a script could be run when an item is dropped into the folder? If so, you could generate a unique id that would be applied to all messages dropped until it received a message with a special subject line that indicated a batch was complete and then obtained a OTRS ticket # and appended the messages to that ticket. Also, what should happen if another agent decides to do the same thing at the same time? Does every agent get a separate drop folder? Short of that, I don't think there's a viable way to do what you want to do out of the box. Incoming messages are individual transactions, and OTRS can't read your mind. Somehow you have to link them together in a consistent way, and that would involve a lot of custom code outside OTRS, maybe like this idea: If you have MS OneNote, look at how MS did the Send to OneNote button in Outlook. You'd have to write something like that, but you'd still have to have a unique identifier better than just the subject line. - 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] otrs auto merge feature
Not quite true David, like I commented, try enabling SearchInReferences. OTRS can do some "intelligent" things, enabling that option tells OTRS to read the email headers and look for the in-replyto and references headers and match those with existing tickets, so aslong as the emails are all part of the same trail then the in-replyto/references should allow OTRS to pin them together. We use this function to mop up CC'd emails that don't contain the ticket number in the subject. Steve On 8 October 2012 16:01, David Boyes wrote: > the unique identifier is the subject of the email. > > There are a lot of ugly failure and/or race condition scenarios here. What > would happen if another agent dropped in an email from another customer that > happened to have the same subject line while you were dropping a batch in? > Would you want that email incorporated into the same ticket as well? > Somehow, I don’t think that’s what you want to happen, but that would be the > result. > > You’re going to have to create something else in each email that indicates > that the multiple messages are somehow associated, either a custom header or > manipulating the subject line in some special way outside OTRS. What > implements your “drop box”? Is there a way that a script could be run when > an item is dropped into the folder? If so, you could generate a unique id > that would be applied to all messages dropped until it received a message > with a special subject line that indicated a batch was complete and then > obtained a OTRS ticket # and appended the messages to that ticket. Also, > what should happen if another agent decides to do the same thing at the same > time? Does every agent get a separate drop folder? > > Short of that, I don’t think there’s a viable way to do what you want to do > out of the box. Incoming messages are individual transactions, and OTRS > can’t read your mind. Somehow you have to link them together in a consistent > way, and that would involve a lot of custom code outside OTRS, maybe like > this idea: > > If you have MS OneNote, look at how MS did the Send to OneNote button in > Outlook. You’d have to write something like that, but you’d still have to > have a unique identifier better than just the subject line. > > > - > 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
Re: [otrs] otrs auto merge feature
> Not quite true David, like I commented, try enabling SearchInReferences. I have. It still misses fairly frequently (at least for us), which is why I didn't mention it. But, that may be a function of our customer base often having very old MUA/MTAs that don't reliably implement a lot of the newer mail headers in consistently useful ways. We have to have a 100% solution. SearchInReferences relies a lot on things out of your control (eg the algorithm that generates message ids at the sending MTA). It's a partial solution, but not a complete one. It also doesn't really address the race conditions of multiple agents dropping into the same folder from different customers. Maybe a better approach would be to write something that you use to post process a private folder for each agent on an IMAP server (eg, dump a copy of all the related messages into a subfolder, then run a separate app that opened a OTRS ticket, iterated through the folder items posting them to that ticket # and deleting them from the folder). All further correspondence is then done via OTRS (key point -- otherwise your statistics are going to get progressively more useless over time because OTRS can't measure response times, etc for stuff submitted this way). That should be fairly easy to write with the Perl IMAP library and the Perl SOAP library, and would be fairly easily to make work against any IMAP server implementation. Could be fairly easily batched if you used subfolders for each group of messages (schedule it in cron or something). - 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] otrs auto merge feature
Attach to master ticket and send the master ticket. On Mon, Oct 8, 2012 at 12:04 PM, David Boyes wrote: > > Not quite true David, like I commented, try enabling SearchInReferences. > > I have. It still misses fairly frequently (at least for us), which is why > I didn't mention it. But, that may be a function of our customer base often > having very old MUA/MTAs that don't reliably implement a lot of the newer > mail headers in consistently useful ways. We have to have a 100% solution. > > SearchInReferences relies a lot on things out of your control (eg the > algorithm that generates message ids at the sending MTA). It's a partial > solution, but not a complete one. It also doesn't really address the race > conditions of multiple agents dropping into the same folder from different > customers. > > Maybe a better approach would be to write something that you use to post > process a private folder for each agent on an IMAP server (eg, dump a copy > of all the related messages into a subfolder, then run a separate app that > opened a OTRS ticket, iterated through the folder items posting them to > that ticket # and deleting them from the folder). All further > correspondence is then done via OTRS (key point -- otherwise your > statistics are going to get progressively more useless over time because > OTRS can't measure response times, etc for stuff submitted this way). > > That should be fairly easy to write with the Perl IMAP library and the > Perl SOAP library, and would be fairly easily to make work against any IMAP > server implementation. Could be fairly easily batched if you used > subfolders for each group of messages (schedule it in cron or something). > > > > > - > 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] AUTO: Dillon, Patrick J is out of the office. (returning 10/15/2012)
I am out of the office until 10/15/2012. Please contact Meg Gray for urgent backup or recovery issues at 708-753-2247. Note: This is an automated response to your message "Re: [otrs] otrs auto merge feature" sent on 10/8/12 12:53:06 PM. This is the only notification you will receive while this person is away.- 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
