date:20130306

Re: [otrs] Ticket update and reply via mail only

2013-03-06 Thread Darshak Modi

Yes that right , they will have double notifications...

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Gerald Young
Sent: 06 March 2013 PM 09:13
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket update and reply via mail only

> All agent will not be part of test alias. So OTRS has to send email to
agents. Once this ticket arrived to agents it has ticket id and then agent
will respond via email.

> OTRS will have more agents than that are in Alias , which should get
notification

So there might be some OTRS agents getting double notification?

On Wed, Mar 6, 2013 at 8:07 AM, Darshak Modi 
wrote:

Pl check comments/queries inline.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Gerald Young
Sent: 06 March 2013 PM 06:21

To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket update and reply via mail only

"Test is alias, so when mail comes, the agents in the alias will get the
mail"

Well, this is a problem, right off the bat. There's no ticket number yet.
OTRS will just create tickets. If the agents respond to this, they are
either going to respond to t...@test.com (why? The customer sent an email,
and unless t...@test.com is a proper mailing list, it's *just* a
distribution list/alias/mailing group. Replies will go directly to the
customer.)

If the agent is smart enough to remember, the agent should be replying to
customer AND otrs. Don't get me started if the agent chooses to reply to
customer AND test... 

There's still no ticket number.

-à All agent will not be part of test alias. So OTRS has to send email to
agents. Once this ticket arrived to agents it has ticket id and then agent
will respond via email.

   If Agent has ID, alias that is monitored by OTRS[ in to/cc],customer
email and he responds with all, the mail should be recorded to OTRS

"OTRS will update agents that ticket arrived."

Why bother? test already told them. Now they've been told twice. 

àOTRS will have more agents than that are in Alias , which should get
notification.

"The agent will respond back via email to customer, [may manually add
customer emails,]"

No, the agent responds to OTRS. It's the only way you're going to track
this. OR, more properly, the agent uses the OTRS web page to reply to the
customer.

èAgent will have id of OTRS system, which is used to fetch mail . here
t...@test.com

"The same response[ as it has ticket id], should be updated in OTRS."

When? If the agent responds to the email that arrives via test, it won't get
a ticket id.

è When responded it will have ticket id.

" If customer responds again [ as it has ticket id], it should get updated
in OTRS and [if has other mail ids, should reach to them also.]"

This would work, (CCs and BCCs will be obeyed, naturally).

On Wed, Mar 6, 2013 at 6:08 AM, Susan Dittmar  wrote:

Darshak Modi schrieb:

The case is

1. Customer sends an email to t...@test.com
2. Test is alias, so when mail comes, the agents in the alias will get the
mail. And OTRS will also get email. OTRS will update agents that ticket
arrived.
3. The agent will respond back via email to customer, [may manually add
customer emails,] 4. The response should reach to customer
5. The same response[ as it has ticket id], should be updated in OTRS.
6. If customer responds again [ as it has ticket id], it should get updated
in OTRS and [if has other mail ids, should reach to them also.]

This *can* be done without the AddOn.

You need to set up fetchmail/procmail to push the mails to test into the
correct queue. I never worked with OTRS' fetchmail filters, so I cannot
assist there (I use fetchmail/procmail program unter linux).

The agents in the "test" group need to have "notification upon new tickets"
activated (don't know exact wording as I do use one of the translation
modules). In that case they receive a mail with ticket number in header and
the customer's words.

When the agent answers, he needs to have customer's mail address *and*
OTRS's mail address in the to/cc/bcc fields. Ideally the customer should use
a mail account with OTRS's mail address as his address, then the customer is
not tempted to reply to the agent only.

This way the agent's mail, as received by OTRS, will be added to the ticket.
Unfortunately it will be added as a customer's follow-up, and notifications
will be sent as if a customer sent a follow-up mail.

If the customer replies again and uses OTRS's mail address again (see
agent's mail client setting, above), then this reply will be added to the
ticket as another follow-up, and those agents for whom notification about
follow-ups is set will be notified.

Hope this helps,

Susan
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Re: [otrs] dynamic field values in agent notifications

2013-03-06 Thread Gerald Young

Yes
On Mar 6, 2013 8:35 PM, "Isaac Gonzalez"  wrote:

>  Hmm, that’s not at the bottom of my page…and I just tried
>
> ** **
>
>  but it didn’t work….
>
> ** **
>
> My field is of type “article”…could that be the problem
>
> ** **
>
> ** **
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Gerald Young
> *Sent:* Wednesday, March 06, 2013 1:25 PM
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] dynamic field values in agent notifications
>
> ** **
>
> Did you look at the bottom of the page? 
>
> ** **
>
> 
>
> ** **
>
> On Wed, Mar 6, 2013 at 3:22 PM, Isaac Gonzalez 
> wrote:
>
> Greeting OTRS fellow users…I have a dynamic field (just text) that
> customers are required to fill in in the new ticket interface and it works
> well…I can see it when I access the ticket in zoom view just fine…but I
> would like to take this a step further and get that value in the agent
> notification email…
>
>  
>
> So I tried using  to grab this field from the
> ticket data in the new ticket notification, but unfortunately its blank
> when the email arrives… PhoneNumField is my dynamic field key value by the
> way.
>
>  
>
> Is this even possiblePerhaps not, but would be a nice feature…
>
>  
>
> Otrs 3.1.x is what we are running by the way…
>
>  
>
> Thanks,
>
> Isaac
>
>
> -
> 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
>
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Re: [otrs] dynamic field values in agent notifications

2013-03-06 Thread Isaac Gonzalez

Hmm, that's not at the bottom of my page...and I just tried

 but it didn't work

My field is of type "article"...could that be the problem


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Wednesday, March 06, 2013 1:25 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] dynamic field values in agent notifications

Did you look at the bottom of the page?



On Wed, Mar 6, 2013 at 3:22 PM, Isaac Gonzalez 
mailto:igonza...@autoreturn.com>> wrote:
Greeting OTRS fellow users...I have a dynamic field (just text) that customers 
are required to fill in in the new ticket interface and it works well...I can 
see it when I access the ticket in zoom view just fine...but I would like to 
take this a step further and get that value in the agent notification email...

So I tried using  to grab this field from the ticket 
data in the new ticket notification, but unfortunately its blank when the email 
arrives... PhoneNumField is my dynamic field key value by the way.

Is this even possiblePerhaps not, but would be a nice feature...

Otrs 3.1.x is what we are running by the way...

Thanks,
Isaac

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Re: [otrs] dynamic field values in agent notifications

2013-03-06 Thread Gerald Young

Did you look at the bottom of the page?




On Wed, Mar 6, 2013 at 3:22 PM, Isaac Gonzalez wrote:

>  Greeting OTRS fellow users…I have a dynamic field (just text) that
> customers are required to fill in in the new ticket interface and it works
> well…I can see it when I access the ticket in zoom view just fine…but I
> would like to take this a step further and get that value in the agent
> notification email…
>
> ** **
>
> So I tried using  to grab this field from the
> ticket data in the new ticket notification, but unfortunately its blank
> when the email arrives… PhoneNumField is my dynamic field key value by the
> way.
>
> ** **
>
> Is this even possiblePerhaps not, but would be a nice feature…
>
> ** **
>
> Otrs 3.1.x is what we are running by the way…
>
> ** **
>
> Thanks,
>
> Isaac
>
> -
> 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
>
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[otrs] dynamic field values in agent notifications

2013-03-06 Thread Isaac Gonzalez

Greeting OTRS fellow users...I have a dynamic field (just text) that customers 
are required to fill in in the new ticket interface and it works well...I can 
see it when I access the ticket in zoom view just fine...but I would like to 
take this a step further and get that value in the agent notification email...

So I tried using  to grab this field from the ticket 
data in the new ticket notification, but unfortunately its blank when the email 
arrives... PhoneNumField is my dynamic field key value by the way.

Is this even possiblePerhaps not, but would be a nice feature...

Otrs 3.1.x is what we are running by the way...

Thanks,
Isaac
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Re: [otrs] Migrate

2013-03-06 Thread David Boyes

Some steps I collected during our last upgrade; not definitive cookbook, but it 
worked for us:


1)  If possible (and you haven't done so already), move your OTRS server to 
a virtual machine, preferably VMWare-based. Makes cloning in the future a lot 
easier.

2)  Build a new VM image, and install all the patches/OS stuff

3)  Install the new version of OTRS on the new VM image and make sure it 
has all the prereqs.

4)  Schedule an outage of the old OTRS server, shut it down and take a 
backup of the database.

5)  Import the database backup into the new OTRS machine

6)  Run the migration scripts on the new OTRS machine. Fix any errors and 
note what you did.

7)  Test and tweak the new OTRS machine to make sure any customizations you 
did still work. Note what you did.

8)  Schedule another outage of the old OTRS and take another database backup

9)  Drop the test DB, and import the new backup to the new server

10)   Run the migration scripts again, and use your notes from #6 to complete 
the  import.

11)   Apply tweaks from #7

12)   Swap IP addresses for old and new OTRS servers

13)   Declare victory and march home.

In the future, you can take a snapshot of the running OTRS server and test the 
upgrade from that snapshot.  Steps 6 and 7 are really critical because you have 
to do the steps twice. Take good notes (in fact, if you use the ITSM add on, 
use the change request doc to note them, and you'll have good docs for the 
local tweaks for next time).

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
Luchtman, Kurt
Sent: Wednesday, March 06, 2013 10:34 AM
To: otrs@otrs.org
Subject: [otrs] Migrate

Does anyone have any tips on how to migrate OTRS 3.1.11 to a new server running 
3.2.2-01?

Kurt


Kurt Luchtman
NC FAST Desktop Support Manager
3724 National Drive #200
Raleigh NC 27612
919-707-4198




Email correspondence to and from this address is subject to the North Carolina 
Public Records Law and may be disclosed to third parties by an authorized State 
official. Unauthorized disclosure of juvenile, health, legally privileged, or 
otherwise confidential information, including confidential information relating 
to an ongoing State procurement effort, is prohibited by law. If you have 
received this e-mail in error, please notify the sender immediately and delete 
all records of this e-mail.
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Re: [otrs] Migrate

2013-03-06 Thread Gerald Young

Yes. Install 3.1.11 on the new server then upgrade in place.


On Wed, Mar 6, 2013 at 10:34 AM, Luchtman, Kurt
wrote:

>  Does anyone have any tips on how to migrate OTRS 3.1.11 to a new server
> running 3.2.2-01?
>
>
>
> Kurt
>
>
>
> 
>
> Kurt Luchtman
>
> NC FAST Desktop Support Manager
>
> 3724 National Drive #200
>
> Raleigh NC 27612
>
> 919-707-4198
>
>
>
> --
>
> Email correspondence to and from this address is subject to the North
> Carolina Public Records Law and may be disclosed to third parties by an
> authorized State official. Unauthorized disclosure of juvenile, health,
> legally privileged, or otherwise confidential information, including
> confidential information relating to an ongoing State procurement effort,
> is prohibited by law. If you have received this e-mail in error, please
> notify the sender immediately and delete all records of this e-mail.
>
> -
> 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
>
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Re: [otrs] Ticket update and reply via mail only

2013-03-06 Thread Gerald Young

> All agent will not be part of test alias. So OTRS has to send email to
agents. Once this ticket arrived to agents it has ticket id and then agent
will respond via email.
> OTRS will have more agents than that are in Alias , which should get
notification

So there might be some OTRS agents getting double notification?


On Wed, Mar 6, 2013 at 8:07 AM, Darshak Modi wrote:

> Pl check comments/queries inline.
>
> ** **
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Gerald Young
> *Sent:* 06 March 2013 PM 06:21
>
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] Ticket update and reply via mail only
>
> ** **
>
> "Test is alias, so when mail comes, the agents in the alias will get
> the mail"
>
> Well, this is a problem, right off the bat. There's no ticket number yet.
> OTRS will just create tickets. If the agents respond to this, they are
> either going to respond to t...@test.com (why? The customer sent an
> email, and unless t...@test.com is a proper mailing list, it's *just* a
> distribution list/alias/mailing group. Replies will go directly to the
> customer.)
>
> If the agent is smart enough to remember, the agent should be replying to
> customer AND otrs. Don't get me started if the agent chooses to reply to
> customer AND test... 
>
> There's still no ticket number.
>
> -à All agent will not be part of test alias. So OTRS has to send email to
> agents. Once this ticket arrived to agents it has ticket id and then agent
> will respond via email.
>
>If Agent has ID, alias that is monitored by OTRS[ in
> to/cc],customer email and he responds with all, the mail should be recorded
> to OTRS
>
> 
>
> "OTRS will update agents that ticket arrived."
>
> Why bother? test already told them. Now they've been told twice. 
>
> àOTRS will have more agents than that are in Alias , which should get
> notification.
>
> ** **
>
> "The agent will respond back via email to customer, [may manually
> add customer emails,]"
>
> No, the agent responds to OTRS. It's the only way you're going to track
> this. OR, more properly, the agent uses the OTRS web page to reply to the
> customer.
>
> **è**Agent will have id of OTRS system, which is used to fetch mail .
> here t...@test.com
>
>  
>
> ** **
>
> "The same response[ as it has ticket id], should be updated in OTRS."
>
> When? If the agent responds to the email that arrives via test, it won't
> get a ticket id.
>
> **è **When responded it will have ticket id.
>
> ** **
>
> " If customer responds again [ as it has ticket id], it should get
> updated in OTRS and [if has other mail ids, should reach to them also.]"**
> **
>
> This would work, (CCs and BCCs will be obeyed, naturally).
>
> ** **
>
> ** **
>
> ** **
>
> ** **
>
> On Wed, Mar 6, 2013 at 6:08 AM, Susan Dittmar  wrote:
> 
>
> Darshak Modi schrieb:
>
> ** **
>
> The case is
>
> 1. Customer sends an email to t...@test.com
> 2. Test is alias, so when mail comes, the agents in the alias will get the
> mail. And OTRS will also get email. OTRS will update agents that ticket
> arrived.
> 3. The agent will respond back via email to customer, [may manually add
> customer emails,] 4. The response should reach to customer
> 5. The same response[ as it has ticket id], should be updated in OTRS.
> 6. If customer responds again [ as it has ticket id], it should get updated
> in OTRS and [if has other mail ids, should reach to them also.]
>
> ** **
>
> This *can* be done without the AddOn.
>
> You need to set up fetchmail/procmail to push the mails to test into the
> correct queue. I never worked with OTRS' fetchmail filters, so I cannot
> assist there (I use fetchmail/procmail program unter linux).
>
> The agents in the "test" group need to have "notification upon new
> tickets" activated (don't know exact wording as I do use one of the
> translation modules). In that case they receive a mail with ticket number
> in header and the customer's words.
>
> When the agent answers, he needs to have customer's mail address *and*
> OTRS's mail address in the to/cc/bcc fields. Ideally the customer should
> use a mail account with OTRS's mail address as his address, then the
> customer is not tempted to reply to the agent only.
>
> This way the agent's mail, as received by OTRS, will be added to the
> ticket. Unfortunately it will be added as a customer's follow-up, and
> notifications will be sent as if a customer sent a follow-up mail.
>
> If the customer replies again and uses OTRS's mail address again (see
> agent's mail client setting, above), then this reply will be added to the
> ticket as another follow-up, and those agents for whom notification about
> follow-ups is set will be notified.
>
>
>
> Hope this helps,
>
> Susan
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Arc

[otrs] Migrate

2013-03-06 Thread Luchtman, Kurt

Does anyone have any tips on how to migrate OTRS 3.1.11 to a new server running 
3.2.2-01?

Kurt


Kurt Luchtman
NC FAST Desktop Support Manager
3724 National Drive #200
Raleigh NC 27612
919-707-4198




Email correspondence to and from this address is subject to the North Carolina 
Public Records Law and may be disclosed to third parties by an authorized State 
official. Unauthorized disclosure of juvenile, health, legally privileged, or 
otherwise confidential information, including confidential information relating 
to an ongoing State procurement effort, is prohibited by law. If you have 
received this e-mail in error, please notify the sender immediately and delete 
all records of this e-mail.
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Re: [otrs] GenericAgent

2013-03-06 Thread Yousef Hamad

I don't have an OTRS user , or how to know if the OTRS user is exist or no.

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven 
Carr
Sent: Wednesday, March 06, 2013 5:33 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] GenericAgent

On 6 March 2013 14:27, Yousef Hamad  wrote:
> When I run ./Cron.sh start OTRS_USE R   it gave me No such file or directory.
>
> Please advice .
>
> Yousef

You have to replace OTRS_USER with the username of the account you have created 
for otrs to use (usually just "otrs"). But these are simple linux 
administration tasks that you should know how to complete before tackling 
installing something like OTRS.

Steve
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Re: [otrs] GenericAgent

2013-03-06 Thread Steven Carr

On 6 March 2013 14:27, Yousef Hamad  wrote:
> When I run ./Cron.sh start OTRS_USE R   it gave me No such file or directory.
>
> Please advice .
>
> Yousef

You have to replace OTRS_USER with the username of the account you
have created for otrs to use (usually just "otrs"). But these are
simple linux administration tasks that you should know how to complete
before tackling installing something like OTRS.

Steve
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Re: [otrs] GenericAgent

2013-03-06 Thread Yousef Hamad

When I run ./Cron.sh start OTRS_USE R   it gave me No such file or directory.

Please advice .

Yousef

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven 
Carr
Sent: Wednesday, March 06, 2013 4:15 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] GenericAgent

On 6 March 2013 11:36, Yousef Hamad  wrote:
> What do you mean crontab? Is the crontab  the same folder  below 
> Opt/Otrs/Var/Cron ?
>
> I configured the Generic_Agent_Database:
>> # start generic agent every 10 minutes
>> */10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null
>
> And put the Generic_Agent inactive.
>
> Yousef

So just configuring the file doesn't activate the cron job. See 
http://doc.otrs.org/3.2/en/html/manual-installation-of-otrs.html#cronjobs

Steve
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Re: [otrs] GenericAgent

2013-03-06 Thread Yousef Hamad

I`m so sorry but it gave me when I ran the crontab -l  -u otrs  no crontab 
for otrs
How can added cron job for otrs

Thanks,

Yousef

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven 
Carr
Sent: Wednesday, March 06, 2013 4:15 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] GenericAgent

On 6 March 2013 11:36, Yousef Hamad  wrote:
> What do you mean crontab? Is the crontab  the same folder  below 
> Opt/Otrs/Var/Cron ?
>
> I configured the Generic_Agent_Database:
>> # start generic agent every 10 minutes
>> */10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null
>
> And put the Generic_Agent inactive.
>
> Yousef

So just configuring the file doesn't activate the cron job. See 
http://doc.otrs.org/3.2/en/html/manual-installation-of-otrs.html#cronjobs

Steve
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Re: [otrs] GenericAgent

2013-03-06 Thread Steven Carr

On 6 March 2013 11:36, Yousef Hamad  wrote:
> What do you mean crontab? Is the crontab  the same folder  below 
> Opt/Otrs/Var/Cron ?
>
> I configured the Generic_Agent_Database:
>> # start generic agent every 10 minutes
>> */10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null
>
> And put the Generic_Agent inactive.
>
> Yousef

So just configuring the file doesn't activate the cron job. See
http://doc.otrs.org/3.2/en/html/manual-installation-of-otrs.html#cronjobs

Steve
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Re: [otrs] Ticket update and reply via mail only

2013-03-06 Thread Darshak Modi

Pl check comments/queries inline.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Gerald Young
Sent: 06 March 2013 PM 06:21
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket update and reply via mail only

"Test is alias, so when mail comes, the agents in the alias will get the
mail"

Well, this is a problem, right off the bat. There's no ticket number yet.
OTRS will just create tickets. If the agents respond to this, they are
either going to respond to t...@test.com (why? The customer sent an email,
and unless t...@test.com is a proper mailing list, it's *just* a
distribution list/alias/mailing group. Replies will go directly to the
customer.)

If the agent is smart enough to remember, the agent should be replying to
customer AND otrs. Don't get me started if the agent chooses to reply to
customer AND test... 

There's still no ticket number.

-à All agent will not be part of test alias. So OTRS has to send email to
agents. Once this ticket arrived to agents it has ticket id and then agent
will respond via email.

   If Agent has ID, alias that is monitored by OTRS[ in to/cc],customer
email and he responds with all, the mail should be recorded to OTRS

"OTRS will update agents that ticket arrived."

Why bother? test already told them. Now they've been told twice. 

àOTRS will have more agents than that are in Alias , which should get
notification.

"The agent will respond back via email to customer, [may manually add
customer emails,]"

No, the agent responds to OTRS. It's the only way you're going to track
this. OR, more properly, the agent uses the OTRS web page to reply to the
customer.

èAgent will have id of OTRS system, which is used to fetch mail . here
t...@test.com

"The same response[ as it has ticket id], should be updated in OTRS."

When? If the agent responds to the email that arrives via test, it won't get
a ticket id.

è When responded it will have ticket id.

" If customer responds again [ as it has ticket id], it should get updated
in OTRS and [if has other mail ids, should reach to them also.]"

This would work, (CCs and BCCs will be obeyed, naturally).

On Wed, Mar 6, 2013 at 6:08 AM, Susan Dittmar  wrote:

Darshak Modi schrieb:

The case is

1. Customer sends an email to t...@test.com
2. Test is alias, so when mail comes, the agents in the alias will get the
mail. And OTRS will also get email. OTRS will update agents that ticket
arrived.
3. The agent will respond back via email to customer, [may manually add
customer emails,] 4. The response should reach to customer
5. The same response[ as it has ticket id], should be updated in OTRS.
6. If customer responds again [ as it has ticket id], it should get updated
in OTRS and [if has other mail ids, should reach to them also.]

This *can* be done without the AddOn.

You need to set up fetchmail/procmail to push the mails to test into the
correct queue. I never worked with OTRS' fetchmail filters, so I cannot
assist there (I use fetchmail/procmail program unter linux).

The agents in the "test" group need to have "notification upon new tickets"
activated (don't know exact wording as I do use one of the translation
modules). In that case they receive a mail with ticket number in header and
the customer's words.

When the agent answers, he needs to have customer's mail address *and*
OTRS's mail address in the to/cc/bcc fields. Ideally the customer should use
a mail account with OTRS's mail address as his address, then the customer is
not tempted to reply to the agent only.

This way the agent's mail, as received by OTRS, will be added to the ticket.
Unfortunately it will be added as a customer's follow-up, and notifications
will be sent as if a customer sent a follow-up mail.

If the customer replies again and uses OTRS's mail address again (see
agent's mail client setting, above), then this reply will be added to the
ticket as another follow-up, and those agents for whom notification about
follow-ups is set will be notified.

Hope this helps,

Susan
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Re: [otrs] Ticket update and reply via mail only

2013-03-06 Thread Gerald Young

"Test is alias, so when mail comes, the agents in the alias will get the
mail"
Well, this is a problem, right off the bat. There's no ticket number yet.
OTRS will just create tickets. If the agents respond to this, they are
either going to respond to t...@test.com (why? The customer sent an email,
and unless t...@test.com is a proper mailing list, it's *just* a
distribution list/alias/mailing group. Replies will go directly to the
customer.)
If the agent is smart enough to remember, the agent should be replying to
customer AND otrs. Don't get me started if the agent chooses to reply to
customer AND test...
There's still no ticket number.

"OTRS will update agents that ticket arrived."
Why bother? test already told them. Now they've been told twice.

"The agent will respond back via email to customer, [may manually add customer
emails,]"
No, the agent responds to OTRS. It's the only way you're going to track
this. OR, more properly, the agent uses the OTRS web page to reply to the
customer.

"The same response[ as it has ticket id], should be updated in OTRS."
When? If the agent responds to the email that arrives via test, it won't
get a ticket id.

" If customer responds again [ as it has ticket id], it should get updated in
OTRS and [if has other mail ids, should reach to them also.]"
This would work, (CCs and BCCs will be obeyed, naturally).

On Wed, Mar 6, 2013 at 6:08 AM, Susan Dittmar  wrote:

> Darshak Modi schrieb:
>
>  The case is
>>
>> 1. Customer sends an email to t...@test.com
>> 2. Test is alias, so when mail comes, the agents in the alias will get the
>> mail. And OTRS will also get email. OTRS will update agents that ticket
>> arrived.
>> 3. The agent will respond back via email to customer, [may manually add
>> customer emails,] 4. The response should reach to customer
>> 5. The same response[ as it has ticket id], should be updated in OTRS.
>> 6. If customer responds again [ as it has ticket id], it should get
>> updated
>> in OTRS and [if has other mail ids, should reach to them also.]
>>
>
> This *can* be done without the AddOn.
>
> You need to set up fetchmail/procmail to push the mails to test into the
> correct queue. I never worked with OTRS' fetchmail filters, so I cannot
> assist there (I use fetchmail/procmail program unter linux).
>
> The agents in the "test" group need to have "notification upon new
> tickets" activated (don't know exact wording as I do use one of the
> translation modules). In that case they receive a mail with ticket number
> in header and the customer's words.
>
> When the agent answers, he needs to have customer's mail address *and*
> OTRS's mail address in the to/cc/bcc fields. Ideally the customer should
> use a mail account with OTRS's mail address as his address, then the
> customer is not tempted to reply to the agent only.
>
> This way the agent's mail, as received by OTRS, will be added to the
> ticket. Unfortunately it will be added as a customer's follow-up, and
> notifications will be sent as if a customer sent a follow-up mail.
>
> If the customer replies again and uses OTRS's mail address again (see
> agent's mail client setting, above), then this reply will be added to the
> ticket as another follow-up, and those agents for whom notification about
> follow-ups is set will be notified.
>
>
> Hope this helps,
>
> Susan
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Re: [otrs] GenericAgent

2013-03-06 Thread Yousef Hamad

What do you mean crontab? Is the crontab  the same folder  below 
Opt/Otrs/Var/Cron ?

I configured the Generic_Agent_Database:
> # start generic agent every 10 minutes
> */10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null

And put the Generic_Agent inactive.

Yousef

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven 
Carr
Sent: Wednesday, March 06, 2013 2:28 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] GenericAgent

On 6 March 2013 11:20, Yousef Hamad  wrote:
> # start generic agent every 10 minutes
> */10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null
> # start generic agent every 20 minutes
> */10 * * * *$HOME/bin/otrs.GenericAgent.pl >> /dev/null
>
> These  sitting on Generic_Agent_database not Generic_Agent

Yes, so what have you got configured in your crontab? I'm trying to help here 
but rapidly losing patience and interest, if you aren't willing to give out the 
information that we have asked for then we won't be able to assist.
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[otrs] $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null]

2013-03-06 Thread Marco Ferreira

Hi,

Curently I have been received this message when run the script
otrs.PostMasterMailbox.pl from crontab. Do you have any ideia about
this ?

I have installed  version otrs-3.2.1.


Use of uninitialized value in substitution (s///) at 
/opt/otrs/Kernel/System/EmailParser.pm line 772.
Use of uninitialized value in length at /opt/otrs/Kernel/System/EmailParser.pm 
line 773.
Use of uninitialized value in string eq at 
/opt/otrs/Kernel/System/EmailParser.pm line 777.

Thanks in advance,
Marco 


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Re: [otrs] GenericAgent

2013-03-06 Thread Steven Carr

On 6 March 2013 11:20, Yousef Hamad  wrote:
> # start generic agent every 10 minutes
> */10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null
> # start generic agent every 20 minutes
> */10 * * * *$HOME/bin/otrs.GenericAgent.pl >> /dev/null
>
> These  sitting on Generic_Agent_database not Generic_Agent

Yes, so what have you got configured in your crontab? I'm trying to
help here but rapidly losing patience and interest, if you aren't
willing to give out the information that we have asked for then we
won't be able to assist.
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Re: [otrs] GenericAgent

2013-03-06 Thread Yousef Hamad

# start generic agent every 10 minutes
*/10 * * * *$HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null
# start generic agent every 20 minutes
*/10 * * * *$HOME/bin/otrs.GenericAgent.pl >> /dev/null 

These  sitting on Generic_Agent_database not Generic_Agent

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Steven 
Carr
Sent: Wednesday, March 06, 2013 2:17 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] GenericAgent

What did you configure for the cron job for the Generic Agent tasks?

e.g. on my system I have the following configured:

# start generic agent every 10 minutes
6,16,26,36,46,56 * * * *$HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null
# start generic agent every 20 minutes
*/20 * * * *$HOME/bin/otrs.GenericAgent.pl >> /dev/null

The first one runs any Generic Agent DB jobs every 10 mins, the second one runs 
any Generic Agent jobs that you have hand coded in GenericAgent.pm every 20 
mins.

Like has been said by the other replies, what exactly have you configured, what 
are you trying to achieve. If we know what you want to do then we can help, but 
without knowing that details it's a bit like asking how do I get from A to B 
without knowing where either A or B are.

Steve



On 6 March 2013 10:52, Yousef Hamad  wrote:
> Can you show me what steps are in Generic Agent to works automatically.
>
> thanks
>
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf 
> Of David Boyes
> Sent: Tuesday, March 05, 2013 7:49 PM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] GenericAgent
>
>> I did but doesn't work. Please, I have to finish this project on 
>> Thursday , can you show me step  by step .
>
> You should contact one of the professional services organizations and 
> purchase some of their time. This list is volunteers answering questions in 
> our spare time after/on top of our day jobs. You need professional, dedicated 
> support.
>
> -
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Re: [otrs] GenericAgent

2013-03-06 Thread Steven Carr

What did you configure for the cron job for the Generic Agent tasks?

e.g. on my system I have the following configured:

# start generic agent every 10 minutes
6,16,26,36,46,56 * * * *$HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null
# start generic agent every 20 minutes
*/20 * * * *$HOME/bin/otrs.GenericAgent.pl >> /dev/null

The first one runs any Generic Agent DB jobs every 10 mins, the second
one runs any Generic Agent jobs that you have hand coded in
GenericAgent.pm every 20 mins.

Like has been said by the other replies, what exactly have you
configured, what are you trying to achieve. If we know what you want
to do then we can help, but without knowing that details it's a bit
like asking how do I get from A to B without knowing where either A or
B are.

Steve



On 6 March 2013 10:52, Yousef Hamad  wrote:
> Can you show me what steps are in Generic Agent to works automatically.
>
> thanks
>
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David 
> Boyes
> Sent: Tuesday, March 05, 2013 7:49 PM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] GenericAgent
>
>> I did but doesn't work. Please, I have to finish this project on
>> Thursday , can you show me step  by step .
>
> You should contact one of the professional services organizations and 
> purchase some of their time. This list is volunteers answering questions in 
> our spare time after/on top of our day jobs. You need professional, dedicated 
> support.
>
> -
> 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
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Re: [otrs] Ticket update and reply via mail only

2013-03-06 Thread Susan Dittmar


Darshak Modi schrieb:

The case is

1. Customer sends an email to t...@test.com
2. Test is alias, so when mail comes, the agents in the alias will get the
mail. And OTRS will also get email. OTRS will update agents that ticket
arrived.
3. The agent will respond back via email to customer, [may manually add
customer emails,] 
4. The response should reach to customer

5. The same response[ as it has ticket id], should be updated in OTRS.
6. If customer responds again [ as it has ticket id], it should get updated
in OTRS and [if has other mail ids, should reach to them also.]


This *can* be done without the AddOn.

You need to set up fetchmail/procmail to push the mails to test into the correct 
queue. I never worked with OTRS' fetchmail filters, so I cannot assist there (I 
use fetchmail/procmail program unter linux).


The agents in the "test" group need to have "notification upon new tickets" 
activated (don't know exact wording as I do use one of the translation modules). 
In that case they receive a mail with ticket number in header and the customer's 
words.


When the agent answers, he needs to have customer's mail address *and* OTRS's 
mail address in the to/cc/bcc fields. Ideally the customer should use a mail 
account with OTRS's mail address as his address, then the customer is not 
tempted to reply to the agent only.


This way the agent's mail, as received by OTRS, will be added to the ticket. 
Unfortunately it will be added as a customer's follow-up, and notifications will 
be sent as if a customer sent a follow-up mail.


If the customer replies again and uses OTRS's mail address again (see agent's 
mail client setting, above), then this reply will be added to the ticket as 
another follow-up, and those agents for whom notification about follow-ups is 
set will be notified.


Hope this helps,

Susan
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Re: [otrs] Ticket update and reply via mail only

2013-03-06 Thread Darshak Modi

The case is

1. Customer sends an email to t...@test.com
2. Test is alias, so when mail comes, the agents in the alias will get the
mail. And OTRS will also get email. OTRS will update agents that ticket
arrived.
3. The agent will respond back via email to customer, [may manually add
customer emails,] 
4. The response should reach to customer
5. The same response[ as it has ticket id], should be updated in OTRS.
6. If customer responds again [ as it has ticket id], it should get updated
in OTRS and [if has other mail ids, should reach to them also.]

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Steven Carr
Sent: 06 March 2013 PM 04:11
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket update and reply via mail only

But that's not what he asked...

"via email client, to any clients or others"

So he wants the response sent from the agent (via email) to then be emailed
out to the client/customer. OTRS "free" does not do this. It will update the
case but the actual client/customer will be none the wiser that the case has
actually been updated.

Yes you could CC the customer in the email but then it really kinda makes
the whole point of using a ticketing system moot. I personally would not
want agents using their email to reply to a ticket, it might be more
efficient but it's sloppy and can easily lead to silly responses being sent
to customers, and if they are a field type of engineer they will already
have 101 other emails to deal with. If they have to be sat in-front of the
OTRS interface it focuses them on the content/response they are actually
sending back to the customer and instructs the agent to deal with things
according to your SLA (if implemented), and I'd rather have that level of
quality over speed of hitting reply.

Steve

On 6 March 2013 10:26, Susan Dittmar  wrote:
> Steven Carr schrieb:
>
>> The "free" version doesn't support this. Agents have to reply via the 
>> web interface.
>
>
> That's not entirely true. Agents *can* reply via mail client, but then 
> OTRS thinks it's a customer's answer. This "customer"'s answer will be 
> added to the ticket as usual if the ticket number is kept intact.
>
> In fact, this is how about half of my agents use OTRS. The only time 
> they actually use OTRS's interface is when they want to lock, free, or 
> close a ticket or when they want to assign it to someone else. Most or 
> all those actions could be archieved by using OTRS's mail headers, so 
> even then the interface is not necessary. Unfortunately we are still 
> stuck with an OTRS version that's too old for those headers to work, 
> and with a mail client too dense to add truely custom header lines, so 
> I can't tell more about that part. They just needed to get used to 
> being informed about their own answer arriving, and not confusing 
> those notifications with true customer answers :-(.
>
> Hope this helps,
>
> Susan
>
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Re: [otrs] Ticket update and reply via mail only

2013-03-06 Thread Susan Dittmar


Steven Carr schrieb:

But that's not what he asked...


Maybe. Then I misunderstood, and still misunderstand, him.


So he wants the response sent from the agent (via email) to then be
emailed out to the client/customer. OTRS "free" does not do this. It
will update the case but the actual client/customer will be none the
wiser that the case has actually been updated.


Agreed.


Yes you could CC the customer in the email


That's what those of my agents who prefer mail client over web client do.


but then it really kinda
makes the whole point of using a ticketing system moot.


Well, that depends on what exactly you want to get out of OTRS. For us, it's 
still enough to be glad to have OTRS's help.



I personally
would not want agents using their email to reply to a ticket, it might
be more efficient but it's sloppy and can easily lead to silly
responses being sent to customers, and if they are a field type of
engineer they will already have 101 other emails to deal with. If they
have to be sat in-front of the OTRS interface it focuses them on the
content/response they are actually sending back to the customer and
instructs the agent to deal with things according to your SLA (if
implemented), and I'd rather have that level of quality over speed of
hitting reply.


I think I understand your position, and were it not for our problems with 
content encoding (old system and lots of clients' mail clients sending broken 
mails), I would prefer for our agents to all use the web interface. But when 
it's your boss who insists on sticking to his mail client and well-proven 
workflow, you can argue, but not enforce...


Susan
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Re: [otrs] GenericAgent

2013-03-06 Thread Yousef Hamad

Can you show me what steps are in Generic Agent to works automatically.

thanks

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David 
Boyes
Sent: Tuesday, March 05, 2013 7:49 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] GenericAgent

> I did but doesn't work. Please, I have to finish this project on 
> Thursday , can you show me step  by step .

You should contact one of the professional services organizations and purchase 
some of their time. This list is volunteers answering questions in our spare 
time after/on top of our day jobs. You need professional, dedicated support. 

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Re: [otrs] Ticket update and reply via mail only

2013-03-06 Thread Susan Dittmar


Darshak Modi schrieb:

If ticket number is kept, then the value in to or cc or bcc field doesn't
make sense, and same ticket is getting updated?


Correct.


It will update the ticket and that all updating is kept within OTRS if some
wants to reply/check through web interface right ?


Right.

Hope that helps,

Susan
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Re: [otrs] Ticket update and reply via mail only

2013-03-06 Thread Steven Carr

But that's not what he asked...

"via email client, to any clients or others"

So he wants the response sent from the agent (via email) to then be
emailed out to the client/customer. OTRS "free" does not do this. It
will update the case but the actual client/customer will be none the
wiser that the case has actually been updated.

Yes you could CC the customer in the email but then it really kinda
makes the whole point of using a ticketing system moot. I personally
would not want agents using their email to reply to a ticket, it might
be more efficient but it's sloppy and can easily lead to silly
responses being sent to customers, and if they are a field type of
engineer they will already have 101 other emails to deal with. If they
have to be sat in-front of the OTRS interface it focuses them on the
content/response they are actually sending back to the customer and
instructs the agent to deal with things according to your SLA (if
implemented), and I'd rather have that level of quality over speed of
hitting reply.

Steve

On 6 March 2013 10:26, Susan Dittmar  wrote:
> Steven Carr schrieb:
>
>> The "free" version doesn't support this. Agents have to reply via the
>> web interface.
>
>
> That's not entirely true. Agents *can* reply via mail client, but then OTRS
> thinks it's a customer's answer. This "customer"'s answer will be added to
> the ticket as usual if the ticket number is kept intact.
>
> In fact, this is how about half of my agents use OTRS. The only time they
> actually use OTRS's interface is when they want to lock, free, or close a
> ticket or when they want to assign it to someone else. Most or all those
> actions could be archieved by using OTRS's mail headers, so even then the
> interface is not necessary. Unfortunately we are still stuck with an OTRS
> version that's too old for those headers to work, and with a mail client too
> dense to add truely custom header lines, so I can't tell more about that
> part. They just needed to get used to being informed about their own answer
> arriving, and not confusing those notifications with true customer answers
> :-(.
>
> Hope this helps,
>
> Susan
>
> -
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Re: [otrs] Ticket update and reply via mail only

2013-03-06 Thread Darshak Modi

If ticket number is kept, then the value in to or cc or bcc field doesn't
make sense, and same ticket is getting updated?

It will update the ticket and that all updating is kept within OTRS if some
wants to reply/check through web interface right ?



-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
Susan Dittmar
Sent: 06 March 2013 PM 03:56
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Ticket update and reply via mail only

Steven Carr schrieb:
> The "free" version doesn't support this. Agents have to reply via the 
> web interface.

That's not entirely true. Agents *can* reply via mail client, but then OTRS
thinks it's a customer's answer. This "customer"'s answer will be added to
the ticket as usual if the ticket number is kept intact.

In fact, this is how about half of my agents use OTRS. The only time they
actually use OTRS's interface is when they want to lock, free, or close a
ticket or when they want to assign it to someone else. Most or all those
actions could be archieved by using OTRS's mail headers, so even then the
interface is not necessary. Unfortunately we are still stuck with an OTRS
version that's too old for those headers to work, and with a mail client too
dense to add truely custom header lines, so I can't tell more about that
part. They just needed to get used to being informed about their own answer
arriving, and not confusing those notifications with true customer answers
:-(.

Hope this helps,

Susan
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Re: [otrs] Ticket update and reply via mail only

2013-03-06 Thread Susan Dittmar


Steven Carr schrieb:

The "free" version doesn't support this. Agents have to reply via the
web interface.


That's not entirely true. Agents *can* reply via mail client, but then OTRS 
thinks it's a customer's answer. This "customer"'s answer will be added to the 
ticket as usual if the ticket number is kept intact.


In fact, this is how about half of my agents use OTRS. The only time they 
actually use OTRS's interface is when they want to lock, free, or close a ticket 
or when they want to assign it to someone else. Most or all those actions could 
be archieved by using OTRS's mail headers, so even then the interface is not 
necessary. Unfortunately we are still stuck with an OTRS version that's too old 
for those headers to work, and with a mail client too dense to add truely custom 
header lines, so I can't tell more about that part. They just needed to get used 
to being informed about their own answer arriving, and not confusing those 
notifications with true customer answers :-(.


Hope this helps,

Susan
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Re: [otrs] Ticket update and reply via mail only

2013-03-06 Thread Steven Carr

The "free" version doesn't support this. Agents have to reply via the
web interface.

Steve


On 6 March 2013 09:34, Darshak Modi  wrote:
> Hi All,
>
>
>
> I am looking for system where
>
> . Customer mails and a ticket is created. [ customer send mail to mail alias
> ]
>
>
>
> As the mail is to Mail Alias, group member will get it.
>
> He should also be notified via OTRS for ticket creation.
>
> The agent will reply to the mail [ received from otrs ,with some ticket id],
> via email client, to any clients or others,  and the same will be updated in
> OTRS.
>
>
>
> OTRS will update the same ticket, if it has ticket id , the ticket with that
> id will be keep updating.
>
>
>
> Here to or cc field can be any, but ticket id will recognize and update same
> ticket.
>
>
>
>
>
> Is it possible with OTRS community edition ??
>
>
>
> I see in Feature-ADD Ons , Agent Email Interface, but that is paid version;
>
>
>
> Thanks
>
>
>
>
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[otrs] Ticket update and reply via mail only

2013-03-06 Thread Darshak Modi

Hi All,

 

I am looking for system where

. Customer mails and a ticket is created. [ customer send mail to mail alias
]

 

As the mail is to Mail Alias, group member will get it.

He should also be notified via OTRS for ticket creation.

The agent will reply to the mail [ received from otrs ,with some ticket id],
via email client, to any clients or others,  and the same will be updated in
OTRS.

 

OTRS will update the same ticket, if it has ticket id , the ticket with that
id will be keep updating.

 

Here to or cc field can be any, but ticket id will recognize and update same
ticket.

 

 

Is it possible with OTRS community edition ??

 


I see in Feature-ADD Ons , Agent Email Interface, but that is paid version;


 


Thanks


 


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