Re: [otrs] New generic agent notification module
Thank you Shawn, nice. I've tried it a few days ago and it works fine. I also tried the fileinfo feature, with the banner on top of the screen. Florian -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Shawn Beasley Envoyé : jeudi 19 juillet 2012 08:49 À : User questions and discussions about OTRS. Objet : Re: [otrs] New generic agent notification module Try this one http://www.youtube.com/watch?v=NoJe_6rvVpY (...) - 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] New generic agent notification module
Thank you Shawn, nice. I've tried it a few days ago and it works fine. I also tried the fileinfo feature, with the banner on top of the screen. Florian -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Shawn Beasley Envoyé : jeudi 19 juillet 2012 08:49 À : User questions and discussions about OTRS. Objet : Re: [otrs] New generic agent notification module Try this one http://www.youtube.com/watch?v=NoJe_6rvVpY On Jul 9, 2012, at 15:51 , Alvaro Cordero wrote: Hello Florian, That sounds like the Message of the day motd feature, I haven't see it yet but it is logical to have a setting into Sysconfig to do it. Regards. On Mon, Jul 9, 2012 at 7:14 AM, Florian Houel fho...@iorga.com wrote: Hi List, does anyone of you know anything about this 3.1 new feature (from http://www.otrs.com/software/otrs-help-desk/whats-new/): A new generic agent notification module allows the administrator to define messages that will be shown in the agent web front-end when they login. I've seen nothing in Admin nor Developer Guides and I browsed the list with no luck. Thank you in advance for any clue. Regards, Florian HOUEL - 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 -- ___ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alv...@gridshield.net www.gridshield.net - 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] New New generic agent notification module
No, that doesn't seem to be that old feature, since it is shown on the new 3.1 features page at otrs.com. The words New generic agent notification module would indicate some kind of calculation to provide statistical information or alerts updated periodically. Any information about that ? -- Florian -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Alvaro Cordero Envoyé : lundi 9 juillet 2012 15:51 À : User questions and discussions about OTRS. Objet : Re: [otrs] New generic agent notification module Hello Florian, That sounds like the Message of the day motd feature, I haven't see it yet but it is logical to have a setting into Sysconfig to do it. 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] New generic agent notification module
Hi List, does anyone of you know anything about this 3.1 new feature (from http://www.otrs.com/software/otrs-help-desk/whats-new/): A new generic agent notification module allows the administrator to define messages that will be shown in the agent web front-end when they login. I've seen nothing in Admin nor Developer Guides and I browsed the list with no luck. Thank you in advance for any clue. Regards, Florian HOUEL - 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] mismatch between active directory and local backendauthentication
Hi Sebastien, Unfortunately we don't use AD right now to authenticate in OTRS, but that's true I'm also a French speaking guy. The mail archive shows this error in 2004 (related to a bug in 1.2.1) but also recently, probably linked to a character set issue. I imagine that the SQL INSERT request could be partially malformed due to some quote/apostrophe. Did you notice any change between the submitted ticket (on the screen when your customer clicks submit) and the resulting ticket recorded in OTRS, especially in the subject, for instance with accentuated characters? Please gurus, correct me if I'm wrong. I imagine (yes, once again, like Lennon) that the DB user that creates the article can be different when AD in ON or OFF. I mean, it may be the same DB user but with a different character set, for instance. Does it make any sense ? Florian. De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Sebastien Bory Envoyé : mardi 21 septembre 2010 08:44 À : otrs@otrs.org Objet : [otrs] mismatch between active directory and local backendauthentication Good morning, list, I have a problem, but my knowledge with MySQL and Perl is very limited. I try to explain what happens. When I have a local customer backend, my customer can create a new ticket on the customer interface, all is good (the ticket is created on the agent interface, and mail is send to this agent to aware there are a new ticket). When I configure Active directory authentication for my customer, I see all active directory users' on the Agent interface, the customer can login on the Interface web (that is good). But when the customer create a new ticket and click to summit he have this screen with this error : Erreur: Can't get ArticleID from INSERT! (I Have the same message in apache Log) . He need to close his Internet Browser and re logon to see his Ticket. All the same the ticket is created for the Agent (on the Agent interface)in the correct Queue; but the agents not receive an email to aware them there are a new ticket in this file. I thinks perhaps is a problem with OTRS (or active Directory) which need to create an entry in MySQL database. Anybody have an ideas? (thanks in advance), I hope my mail is clear (sorry for my English) King regards Sébastien Bory Administrateur réseaux - 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] How to use AND condition in Postmaster Filter
Hi Amit, you’ll probably find your solution with regexp (regular expressions, see for instance http://www.regular-expressions.info/). Try with Subject: Hello.*World where the “.*” means “any character string”. Hope this helps Cordialement, Best regards, Florian HOUEL Bâtissons ensemble vos systèmes d’informations . . . 53, Cours Romestang - 38200 VIENNE Tél. : +33 (0)4 74 16 01 63 / +33 (0)6 72 00 16 45 Fax : +33 (0)4 74 16 18 66 http://www.arcanal.com http://www.arcanal.com/ De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Amit Sharma Envoyé : samedi 15 mai 2010 14:59 À : OTRS Forum Objet : [otrs] How to use AND condition in Postmaster Filter Hi, Please help me putting AND condition in Postmaster Filter. I would like to put a filter, for example: From: f...@foo.com mailto:f...@foo.com Subject: Hello Subject: World Now when i put this in filter and save, it ignores Subject: World and just keeps from: f...@foo.com mailto:f...@foo.com Subject: Hello I would like to filter any ticket that comes from f...@foo.com mailto:f...@foo.com and has Hello AND World in it. If any ticket has From:f...@foo.com and has Subject:Hello, it should not match. Idea is to match occurrence of two words (AND condition) in subject line. Hello and World both in subject should be matched. Please help. regards, amit ((otrs)) 2.4.7, Linux version image001.jpgimage002.jpgimage003.jpg- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] How to use AND condition in Postmaster Filter
De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de TechFan Envoyé : mardi 18 mai 2010 14:10 À : User questions and discussions about OTRS. Objet : Re: [otrs] How to use AND condition in Postmaster Filter We have been wanting to do AND conditions as well and I reported this as well earlier. You can't do multiple rules from the same header, etc. With a regexp, there’s just one condition line for “Subject” in one rule. What do you do if the order they might appear in the header varies? That regexp won't find it. I’d probably set two different rules/filters, a “Hello.*World” and a “World.*Hello” … Have a nice day, Cordialement, Florian HOUEL Bâtissons ensemble vos systèmes d’informations . . . 53, Cours Romestang - 38200 VIENNE Tél. : +33 (0)4 74 16 01 63 / +33 (0)6 72 00 16 45 Fax : +33 (0)4 74 16 18 66 http://www.arcanal.com http://www.arcanal.com/ - Original Message - From: Florian Houel florian.ho...@arcanal.fr To: User questions and discussions about OTRS. otrs@otrs.org Sent: Tuesday, May 18, 2010 6:16:23 PM Subject: [otrs] How to use AND condition in Postmaster Filter Hi Amit, you’ll probably find your solution with regexp (regular expressions, see for instance http://www.regular-expressions.info/ http://www.regular-expressions.info/ ). Try with Subject: Hello.*World where the “.*” means “any character string”. image001.jpgimage002.jpgimage004.jpg- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] RE : Hide SPAM-Tickets on the dashboar d
Maybe change the group on this SPAM queue to a new spam group. Since no user will have right to this, they will not see it. You'll probably want to keep some rights for admin people, in the user-group screen. Florian HOUEL - TMA JDE arcanal. - 53 cours Romestang - F-38200 Vienne Tél : 04 74 16 01 63, mobile : 06 72 00 16 45, Fax : 04 74 16 18 66, e-mail : florian.ho...@arcanal.fr P s'il vous plaît pensez à l'environnement - devez-vous vraiment imprimer cet email? Before You print, Think about the Environment ! De: otrs-boun...@otrs.org de la part de Ivan De Masi Date: lun. 10/05/2010 11:45 À: User questions and discussions about OTRS. Objet : [otrs] Hide SPAM-Tickets on the dashboard Hello, I would like to hide the complete Queue SPAM on the dashboard - ist there a way? Thanks! Regards, Ivan -- AStA TU Darmstadt IT-Administration Hochschulstr. 1 64289 Darmstadt University of Technology Darmstadt Tel. +49-6151-162217 Fax. +49-6151-166026 winmail.dat- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] otrs 2.4.7 dashboard - unlocked tickets
Hello Alessandro,
this part is used to construct the filter link at the top of each ticket block,
in the dashboard.
In other words, it creates the blue links bellow (sorry, that's a French
speaking OTRS ...):
Just click on the My Queues or All link, and ... ?
Hope this helps,
Florian.
De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de
Alessandro d'Ambrosio
Envoyé : mercredi 5 mai 2010 16:42
À : 'User questions and discussions about OTRS.'
Objet : [otrs] otrs 2.4.7 dashboard - unlocked tickets
Hi,
In the agent dashboard Is there a way to show tickets with an unlocked status?
In the AgentDashboardTicketGeneric.dtl file in C:\Program
Files\OTRS\OTRS\Kernel\Output\HTML\Standard I found this part that shows Locked
Tickets:
!-- dtl:block:ContentLargeTicketGenericFilter --
tr
td class=small width=70%
a href=# onclick=AJAXContentUpdate('$QData{Name}',
'$Env{Baselink}Action=$Env{Action}Subaction=ElementName=$QData{Name}Filter=Locked');
return false; style=$QData{Locked::Style}$Text{Locked Tickets}
($QData{Locked})/a
tr
So, how can I edit this file in order to show unlocked tickets too?
Thanks you very much
Alessandro
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[otrs] No notification after creating ticket through web
You can restrict customer allowed queues either with an ACL rule or by using the CustomerPanelOwnSelection parameter in SysConfig. Please see the article in OTRS's Wiki on http://wiki.otrs-forum.de http://wiki.otrs-forum.de/ . The agent receives a notification when the ticket is created in one of its preferred queues. Hope this helps, Florian. -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Erik van Ast Envoyé : lundi 26 avril 2010 14:39 À : otrs@otrs.org Objet : Re: [otrs] No notification after creating ticket through web Dear mister de Pauw, Thank you for your reply. When I create a ticket from the customer website, the customer can choose in which queue it must be placed. At the moment we have 3 different queues. One main queue intended for all tickets to be placed in and 2 sub queues under the main queue. I want only the administrators to be able to move the tickets from the main queue to the sub queues. When I ask the customer to send an email to our OTRS system, a ticket is created, and the customer get's an email with the new ticket number and some info. That response comes from an auto response on the main queue (call it queue A) and the agent (me) also gets an email, but that email comes from the notification (en::Agent::NewTicket). When the customer however creates the ticket from the customer.pl website, it can choose which queue to place it in (I don't want that. How can I set-up that all new tickets from the website are automatically put in the main queue?). When it places it in the main queue, everything works fine, but if they put it in one of the sub queues (call it queue A1), the customer gets an auto response from that queue, but the agent gets no notification email. Does the en::Agent::NewTicket notification only work on the main queue and not on a sub queue? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] R: OTRS 2.4.7 - Agent Tickets Search Result Close time
The template AgentTicketOverviewSmall.dtl is used by TicketOverviewSmall.pm
(OTRS\Kernel\Output\HTML)
This .pm program gets a lot of data in an array and then calls the .dtl
template with this data array.
You'll find a my %Article = $Self-{TicketObject}-ArticleLastCustomerArticle(
TicketID = $TicketID ); (line 112 from the .pm) that gets a lot of data from
the article. Then, this array is used while the .dtl template is invoqued
$Self-{LayoutObject}-Block( Name = 'Record', Data = { %Article, %UserInfo }
); and it's content is available in the .dtl file.
If you have a look into the ArticleLastCustomerArticle and into ArticleGet
(that you find in Ticket.pm), you find the list of available article
attributes: TicketID, Title, QueueID, Queue, StateID, LockID, PriorityID,
Priority, Age, CreateTimeUnix, Created, Changed, etc.
Now, just try changing this .dtl line :
$Data{StartFont}$QData{Age}$Data{StopFont}
to this :
$Data{StartFont}$QData{Created}$Data{StopFont}
Hope that makes sense and helps
Florian.
De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de
Alessandro d'Ambrosio
Envoyé : lundi 3 mai 2010 11:30
À : 'User questions and discussions about OTRS.'
Objet : [otrs] R: OTRS 2.4.7 - Agent Tickets Search Result Close time
Thank you Mike,
I found the .dtl page but I don't know how perl interprets the name of db
fields. In the Database I see a table named ticket with many informations
about them. There are cretae_time and change_time in this table but I don't
know how to show them in the web interface.
Thanks
Alessandro
Da: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Per conto di James,
Michael
Inviato: venerdì 23 aprile 2010 13.17
A: User questions and discussions about OTRS.
Oggetto: Re: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time
Hi Alessandro,
I think the search results page is displayed using AgentTicketOverviewSmall.dtl
(i think that is one of three view modes).
You could edit this file to have your fields displayed.
Under the block: !-- dtl:block:RecordTicketTitleHeader -- You'll find the
column headers.
Under the block: !-- dtl:block:RecordTicketTitle -- You'll find the data
configuration for the columns.
You could replace Age with create time to solve one of your problems, and
rename the column.
If you added a column, you would obviously have to extend the column span under
!-- dtl:block:Record --
Maybe someone who has already added a column to this view could shed some light
on the exact procudure for that.
Thanks
Mike
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von
Alessandro d'Ambrosio
Gesendet: Freitag, 23. April 2010 11:45
An: 'User questions and discussions about OTRS.'
Betreff: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time
Hi,
I have this question:
I would like to perform a custom research in my otrs (ver.2.4.7) when I log in
as an agent.
In the Agent Ticket Search Result page I'd rather see these fields:
TicketCreate Time Close Time From State Ticket
Agent Customer ID
Than:
Tcket Age(!!!) From State TicketAgent Customer ID
In versione 2.3.4 I've got the AgentTicketSearchResultShort.dtl file (in
Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard) and I edited this without
success :-( . In 2.4.7 version I haven't found any .dtl file to edit.
Anyone can help me?
Thanks,
Alessandro
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[otrs] [Apache error.log] reporting two Apache errors by default
hello,
just to report two things i've detected on 2.4.7 (tests site, Windows XP on
VMWare).
I've been looking the Apache part and was surprised to see a large error.log
file. Apart from messages coming from various tests, I had a lot of messages
like this :
· httpd.exe: Could not reliably determine the server's fully qualified
domain name, using blablabla
and like this :
· Use of uninitialized value $_ in -d at
C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4084.
The origin for the first one : the ServerName is not set in Apache's
httpd.conf. Just set it to a FQDN, an IP address or 'localhost' for testing.
The second error is explicit. I changed line 4083 in CGI.pm
(OTRS\StrawberryPerl\perl\lib), replacing
do {$TMPDIRECTORY = $_; last} if -d $_ -w _;
by
do {$TMPDIRECTORY = $_; last} if (defined $_) -d $_ -w _;
Cordialement, Best regards,
Florian HOUEL
Bâtissons ensemble vos systèmes d'informations . . .
53, Cours Romestang - 38200 VIENNE
Tél. : +33 (0)4 74 16 01 63 / +33 (0)6 72 00 16 45
Fax : +33 (0)4 74 16 18 66
http://www.arcanal.com http://www.arcanal.com/
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Re: [otrs] Hide the Required Queues on Customer frontend --solutionfound.
Nils, thank you for this answer. Unfortunately (my boss would say hopefully for us !), we don't have just one customer ... and I have to isolate my different customer's queues (let's say CUST_01, CUST_02, etc.). So I'm looking for a way to : - restrict one customer to its own queue = seems OK for me now: The customer - group function gives this firewall, one guy won't see/create tickets in another customer's queue. Despite the ACL solution works (hiding the standard queues Raw, Misc, etc.), I followed your advice and disabled my ACL (my first one, snif !) in Config.pm and now use the CustomerPanelOwnSelection from Frontend::Customer::Ticket::ViewNew to manage the set of queues available for customers. I find it a little more elegant to manage allowed queues from SysConfig. - fill automatically the customer's queue on the customer's new ticket screen : maybe some additional coding to complete the Action=CustomerTicketMessageDest=1|| with the customer's queue ? Once again, thank you in advance for any idea or experience. Cordialement, Florian HOUEL Bâtissons ensemble vos systèmes d'informations . . . 53, Cours Romestang - 38200 VIENNE Tél. : +33 (0)4 74 16 01 63 / +33 (0)6 72 00 16 45 Fax : +33 (0)4 74 16 18 66 http://www.arcanal.com http://www.arcanal.com/ De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Nils Leideck - ITSM Envoyé : jeudi 11 mars 2010 21:05 À : User questions and discussions about OTRS. Objet : Re: [otrs] Hide the Required Queues on Customer frontend --solutionfound. I would not recomend to use ACL if you just want to enable 1 Queue. Search for OwnQueueSelection in the SysConfig and you will find your way ;-) For setting a default Queue you shoudl consider to change the SysConfig Option Action in Frontend::Customer::ModuleRegistration below Ticket-Group to something like: Action=CustomerTicketMessage?Dest=1||Postmaster First the DB-ID, followed by two pipes, followed by the current Queuename. Nils Leideck -- Nils Leideck Senior Consultant nils.leid...@leidex.net nils.leid...@otrs.com http://webint.cryptonode.de http://webint.cryptonode.de / a Fractal project image001.jpgimage002.jpgimage005.jpg- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Hide the Required Queues on Customer frontend -- solutionfound.
That's working like a charm, thank you Ramana.
This way, as expected in our model, the client sees only it's own main queue.
There's just one more thing (for now :-) ) : despite there's just one possible
queue for the client, he still has to select it.
So, is there a way to auto-fill the queue field with this unique possible queue
?
Thanks for any clue,
Florian.
-Message d'origine-
De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de ramana
Envoyé : mercredi 3 mars 2010 07:51
À : User questions and discussions about OTRS.
Objet : [otrs] Hide the Required Queues on Customer frontend -- solutionfound.
Hi Every one.
IT is possible to hide the Required Queues on Customer frontend.
IT is working fine for me.
Solution :
Hide the Required Queues on Customer frontend
Add this script on ACL list
$Self-{TicketAcl}-{'ACL-Customer-Queues'} = {
Properties = {Frontend = {Action = ['CustomerTicketMessage'] }},
PossibleNot = { Ticket = { Queue = ['[RegExp]::',
'[RegExp]^CHN-IT-L1',
'[RegExp]^CHN-IT-L2',
'[RegExp]^HYD-IT-L1',
'[RegExp]^HYD-IT-L2',
'[RegExp]^Junk',
'[RegExp]^Misc',
'[RegExp]^Raw',
'[RegExp]^Postmaster',] } }};
Regards,
Ramana
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Re: [otrs] [PROBLEM] How to manually insert problem-mails into thequeue?
Michiel, That's a nice solution and it works on a windows box as well. The problem-email- files have to be dropped manually when successfully PostMaster-ized. Did someone already write something to monitor that var/spool area ? Have a nice day, Florian. -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Michiel Beijen Envoyé : lundi 1 février 2010 19:41 À : User questions and discussions about OTRS. Objet : Re: [otrs] [PROBLEM] How to manually insert problem-mails into thequeue? Hi Aron, You can use the PostMaster.pl in otrs/bin for this: from your otrs directory, run bin/PostMaster.pl problem-email.. hth, -- Michiel Beijen RD Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Mon, Feb 1, 2010 at 10:01 AM, Aron Rotteveel rotteveel.a...@gmail.com wrote: Hi everyone, I have recently made a fresh install of OTRS and edited the ticket statuses and priorities to my own needs; I then discovered this leads to problems processing the mail if the default states are not configured correctly. I fixed this now, but this problem has resulted in a couple of mails being stuck in my queue: a...@boson:/opt/otrs/var/spool$ ls -la total 32 drwxrwsr-x 2 otrs www-data 4096 2010-02-01 09:48 . drwxrwxr-x 13 otrs www-data 4096 2010-01-30 20:22 .. -rw-r--r-- 1 otrs www-data 5756 2010-02-01 09:09 problem-email-3a722d2e7ca7f009e7452a4499fd2827 -rw-r--r-- 1 otrs www-data 4967 2010-01-31 22:03 problem-email-9b9863011cc60fe81df863e7bad74692 -rw-r--r-- 1 otrs www-data 6538 2010-02-01 09:18 problem-email-d91410338ab3c9f4ec45a6b6cbc02bc1 Is there a way to fix this and manually insert these mails into the queue? -- Best regards, Aron Rotteveel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] OTRS log errors
Hi, I'm searching on this subject right now. I found that - [GenericAgent.pl -c db] stands for Database GenericAgent, i.e. generic agents defined in the Admin Area (http://your.server/otrs/index.pl?Action=AdminGenericAgent). These agents are stored in the generic_agent_jobs table in your database. To make these jobs run, you have to start them periodically in your cron system. I'm working on a Windows box, so I have a line like this in C:\Program Files\OTRS\CRONw : */10 * * * *C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe C:/PROGRA~1/OTRS/OTRS/bin/GenericAgent.pl -c db - the Can't create PID GenericAgent, because it's already running! error comes probably from the two GenericAgent lines in the crontab, one executed every 10 minutes, the other one every 20 minutes. Scheduled like that, both jobs start in the same second three times per hour. If you change that schedule to 0-59/10 (running at 0 minute and every 10 minutes after until 59, i.e. 0, 10, 20, 30, 40 and 50) and 5-59/20 (running at 5 and every 20 minutes after until 59, i.e. 5, 25, 45), the double-start situation will never occur anymore, normally ... Hope this helps. Florian. -Message d'origine- De : Ilya Kornev Envoyé : vendredi 29 janvier 2010 15:13 À : User questions and discussions about OTRS. Objet : Re: [otrs] OTRS log errors Alexander, thank you. Best regards, Ilya Kornev -Original Message- From: Alexander Halle To: User questions and discussions about OTRS. otrs@otrs.org Date: Fri, 29 Jan 2010 13:50:36 +0100 Subject: Re: [otrs] OTRS log errors Ilya Kornev wrote : [...] And what is GenericAgent.pl -c db for? [...] Hello Ilya, regarding this question, the following post may help : http://lists.otrs.org/pipermail/otrs/2009-November/029380.html Regarding your other questions I can't help, sorry. I have these GenericAgent PID errors too and am curious about the solution. Regards Alexander - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Cron jobs : what to change to make the refresh quickier?
Sebastien, OTRS provides a [cronw] windows service (http://cronw.sourceforge.net) to copy the standard cron unix/linux service. Scheduled jobs are described in a crontab.txt file, that you probably find in C:\Program Files\OTRS\CRONw. You will find the PostMasterMailbox.pl line in this contab.txt file. It is written like this, in a windows environment : */10 * * * *C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl Just change the */10 (every ten minutes) with */3 or */5, for instance. french OTRS pour Windows est livré avec une copie Windows du planificateur cron du monde Unix/Linux, c'est le cronw qui apparait dans le dossier OTRS. Les tâches à traiter sont dans le fichier crontab.txt. Le format des fichiers crontab est disponible sur le net. La ligne désignant la récupération des messages figure dans ce crontab.txt. Il suffit de modifier le */10 (toutes les 10 minutes) de la ligne */10 * * * *C:/PROGRA~1/OTRS/StrawberryPerl/perl/bin/perl.exe C:/PROGRA~1/OTRS/OTRS/bin/PostMasterMailbox.pl par */3 ou */5. /french Have a nice day, Florian. -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Sebastien Bory Envoyé : lundi 25 janvier 2010 12:56 À : 'User questions and discussions about OTRS.' Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? Hi Florian I have the same problem, OTRS is install on a Windows Server 2003 , it use the Mail server about our FAI (send and receive mail work fine) but I don't see in the postmaster.pl file the line : # fetch emails every 10 minutes */10 * * * *$HOME/bin/PostMasterMailbox.pl /dev/null To change this parameters could you help me Thanks Sébastien Bory Administrateur réseaux NCI-les centres d'affaires Bienvenue chez vous - Just welcome ! 59 Rue des Petits Champs 75001 Paris Tel 33(0) 1 73 77 53 41 Fax 33(0) 1 73 77 55 56 Port: 33(0) 6 78 93 28 66 Mail :s.b...@groupenci.com Web: www.groupenci.com Ce message et toutes les pièces jointes sont établis a l'intention exclusive de ses destinataires et sont confidentiels. Si vous recevez ce message par erreur, merci de le détruire et d'en avertir immédiatement l'expéditeur. Toute utilisation de ce message non conforme à sa destination, toute diffusion ou toute publication, totale ou partielle, est interdite, sauf autorisation expresse. L'internet ne permettant pas d'assurer l'intégrité de ce message, NCI décline toute responsabilité au titre de ce message, dans l'hypothèse ou il aurait été modifié. This message and any attachments are intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. NCI shall not therefore be liable for the message if modified. -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Florian Houel Envoyé : vendredi 22 janvier 2010 10:59 À : User questions and discussions about OTRS. Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? Hi, I’m new on the list, we’re working on using OTRS to manage our customer’s questions and requests. I understand that Philippe doesn't use fetchmail as these lines are commented out. According to your crontab, OTRS mails are coming from these lines : # fetch emails every 10 minutes */10 * * * *$HOME/bin/PostMasterMailbox.pl /dev/null So, mails are received every 10 minutes. You can change that to something like 5 or 3 minutes. You told about more than 15 minutes delay, part of the delay may come from the Exchange/Outlook side. Hope this helps, Florian. -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Ralf Hildebrandt Envoyé : vendredi 22 janvier 2010 10:35 À : otrs@otrs.org Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? * Martignier, Philippe philippe.martign...@wipo.int: Hi there, I want to speed up the frequence of refresh (= an email arrives in Outlook and then OTRS looks in the mail box if there is a mail it deletes that email and create a ticket inside OTRS) Well, don't use fetchmail, but feed OTRS directly via SMTP. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - 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 NEW
Re: [otrs] Cron jobs : what to change to make the refresh quickier?
Hi, I’m new on the list, we’re working on using OTRS to manage our customer’s questions and requests. I understand that Philippe doesn't use fetchmail as these lines are commented out. According to your crontab, OTRS mails are coming from these lines : # fetch emails every 10 minutes */10 * * * *$HOME/bin/PostMasterMailbox.pl /dev/null So, mails are received every 10 minutes. You can change that to something like 5 or 3 minutes. You told about more than 15 minutes delay, part of the delay may come from the Exchange/Outlook side. Hope this helps, Florian. -Message d'origine- De : otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] De la part de Ralf Hildebrandt Envoyé : vendredi 22 janvier 2010 10:35 À : otrs@otrs.org Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? * Martignier, Philippe philippe.martign...@wipo.int: Hi there, I want to speed up the frequence of refresh (= an email arrives in Outlook and then OTRS looks in the mail box if there is a mail it deletes that email and create a ticket inside OTRS) Well, don't use fetchmail, but feed OTRS directly via SMTP. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] RE : Cron jobs : what to change to m ake the refresh quickier?
Actually, there's no comment to move in your crontab, the line starting with */10 ... means every 10 minutes. Just change it to */5 ... to have the PostMasterMailbox.pl script executed every 5 minutes. French Inutile de modifier les commentaires, c'est la ligne commencant par */10 ... qui permet déjà la récupération toutes les dix minutes. Il suffi de la modifier avec */5 ... pour exécuter le script PostMasterMailbox.pl toutes les cinq minutes. Best regards, hope this helps. De: otrs-boun...@otrs.org de la part de Martignier, Philippe Date: ven. 22/01/2010 13:58 À: otrs@otrs.org Objet : Re: [otrs] Cron jobs : what to change to make the refresh quickier? Thanks for your quick responses! As our transfer is a bit complex than explained (users still want to keep messages in outlook, yes they do like a parallel work at the moment), I will try the Florian solution. So if I understand right we have to move the comments and place 3 or 5 instead the 10 ... Do you know if the fact that changing that parameter can interfer with other cron jobs ? Any side effects? Many thanks winmail.dat- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
