[otrs] open ticket forwarding mail
Hi, is there some feature/configutation to open a ticket forwarding an email. The use case is: We have an email address connected to OTR, helpd...@mycompany.com, but sometime I receive requests in my own mailbox and I want to forward to OTRS. Is there a way to forward this email to OTRS and automatically open a ticket for the original sender ? It would be nice something like this: I reply-all to the customer email, cc:helpd...@mycompany.com and In the body of the message I add before the quoted text: I open an OTRS ticket for you: sen...@customer.com ...so that OTRS can get the correct sender (via a filter ?) What solution do you suggest for this requirement ? thanks Francesco - 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] open ticket forwarding mail
You are perfectly right, but our company uses gmail anche it lack this feature (for security reason I think). Yes, I could access gmail via imap with an email reader that supports bouce, but not very happy of this solution. At this time with OTRS 3.1.11 we can poll many IMAP accounts, so we configured OTRS to poll a special IMAP folder named otrs in every mailbox. In gmail a label is an IMAP folder. So when I receive a mail that I need to bounce to OTRS, simply I label it OTRS, and it works. But if the mail is in the middle of a conversation, gmail label OTRS all the messages in the conversation and not only the selected one. This is a big problem: every message in the conversation will become a ticket. So this solution (using an OTRS label) is not perfect. ...still interested in a OTRS way to rewrite the From: in forwarded email thanks On Thu, Jan 10, 2013 at 1:18 PM, Ralf Hildebrandt ralf.hildebra...@charite.de wrote: I simply use the bounce option in my email program. That way, the headers stay the same and OTRS acts as if the user sent the mail directly to OTRS! -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] open ticket forwarding mail
Good idea! ... can you please share your config / filter ? I hope that when filtering, OTRS can remove the statement ##customer:em...@add.ress If it remain, a maliciuos reader arguing the logic could use it to open fake tickets thanks Francesco On Thu, Jan 10, 2013 at 3:00 PM, Gerald Young cryth...@gmail.com wrote: one thing I did was to forward with a ##customer:em...@add.ress and PostMasterFilter on that. On Thu, Jan 10, 2013 at 8:45 AM, Francesco Pasqualini fra...@gmail.comwrote: You are perfectly right, but our company uses gmail anche it lack this feature (for security reason I think). Yes, I could access gmail via imap with an email reader that supports bouce, but not very happy of this solution. At this time with OTRS 3.1.11 we can poll many IMAP accounts, so we configured OTRS to poll a special IMAP folder named otrs in every mailbox. In gmail a label is an IMAP folder. So when I receive a mail that I need to bounce to OTRS, simply I label it OTRS, and it works. But if the mail is in the middle of a conversation, gmail label OTRS all the messages in the conversation and not only the selected one. This is a big problem: every message in the conversation will become a ticket. So this solution (using an OTRS label) is not perfect. ...still interested in a OTRS way to rewrite the From: in forwarded email thanks On Thu, Jan 10, 2013 at 1:18 PM, Ralf Hildebrandt ralf.hildebra...@charite.de wrote: I simply use the bounce option in my email program. That way, the headers stay the same and OTRS acts as if the user sent the mail directly to OTRS! -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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 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] open ticket forwarding mail
Nowadays many people use gmail and gmail does not provides redeliver. I think the ability to open a ticket via mail forwarding is an interesting feature for OTRS. Francesco On Thu, Jan 10, 2013 at 4:03 PM, David Boyes dbo...@sinenomine.net wrote: That’s more a question of what email client you use. Some clients (elm, pine, etc) provide a function that redelivers messages to another destination with the original headers intact (as if it were originally sent to that destination). ** ** ** ** - 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] open ticket forwarding mail
OTRS is very powerful, I'm quite shure that it can do what I'm asking. . If it's needed I can develop a filter/ add-on / plugin... based on mailing list suggestions / hints thanks On Thu, Jan 10, 2013 at 4:21 PM, David Boyes dbo...@sinenomine.net wrote: ** ** ...still interested in a OTRS way to rewrite the From: in forwarded email* *** ** ** OTRS can’t perform miracles. When you forward a message, you’re creating a completely new message and new headers, and that is completely under the control of your mail client. If your mail client can’t resend it - 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] AUTO: Damiano Anselmi is out of office (restituzione di Mer 29/02/2012)
I'm out of office. I will respond to your message when I'm back. For UFI Users: please open a ticket with *Mantis Helpdesk system* aaargh ! - 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] change ticket priority w/o acquire ownership
thanks, it works! (without restart in my environment) Francesco On Tue, May 17, 2011 at 1:42 PM, Roy Kaldung r...@kaldung.com wrote: On Tue, 17 May 2011 12:53:55 +0200, Francesco Pasqualini fra...@gmail.com wrote: Is there a way to change ticket priority w/o acquiring ticket ownership ? I need a supervisor agent that must be able to change priority of every tickets. Hi Francesco: Have a look into SysConfig and check the configuration settings for Frontend::Agent::Ticket::ViewPriority Changing Ticket::Frontend::AgentTicketPriority###RequiredLock from yes to no should work for you. Don't forget to restart your webserver. Regards, Roy -- Roy Kaldung - 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] change ticket priority w/o acquire ownership
Is there a way to change ticket priority w/o acquiring ticket ownership ? I need a supervisor agent that must be able to change priority of every tickets. Thanks - 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 user creation welcome mail
Hi, when I create a new user from administration, OTRS does not send the notification to the user. Is there a way to send a welcome mail to remind user the login info. Something like CustomerPanelBodyNewAccount thanks - 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 for software development
Hi, is there any guideline or others experiences, for using OTRS to manage software development: - bug, issue, task tracking - SVN integration, automation for changelog generation thanks - 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] wrong link in email notification
Hi, I'm using OTRS 3.0.5 I have a problem. In the notification email the link are broken http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom;TicketID=4 If I follow this link I get error. should be http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoomTicketID=4http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom;TicketID=4 This works ok instead of ; Is this a bug ? I'm trying to fix it in the notification agent templates. thanks - 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] wrong link in email notification
Hi, there is something strange. I'm using apache 2.2.14 on ubuntu 10.04 with default configuration. thanks On Fri, Feb 4, 2011 at 10:55 AM, Frank Thommen frank.thom...@gmx.netwrote: Ciao Francesco, I'm using OTRS 3.0.5 I have a problem. In the notification email the link are broken http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom;TicketID=4 If I follow this link I get error. should be http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoomTicketID=4 http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom;TicketID=4 This works ok instead of ; The semicolon is a new way of separating parameters in URLs (see e.g. http://en.wikipedia.org/wiki/Query_string) and should work fine. Meybe your webserver is too old? frank - 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] wrong link in email notification
I'm investigating it. I'm using gmail from Chrome,Firefox and Safari, same result: error thanks On Fri, Feb 4, 2011 at 12:09 PM, Frank Thommen frank.thom...@gmx.netwrote: Could this be mailclient specific? When I click on the link, the semicolon stays unencoded and the query string is exactly as shown in the mail. I'm using Thunderbird 2.0.0.24 on Mac OS X. frank Michiel Beijen wrote: If I click on the link you send me the ';' is replaced by %3B which is the URLEncoded value for the semicolon; but actually it should not replace there. I don't know the culprit. What you *CAN* do is to to Admin Notifications and edit the notification texts including the URLs, here you can change it with a semicolon or ampersand, whatever you like. In OTRS3 we actually 'upgraded' to using the semicolon everywhere because the ampersand actually needs to be encoded to be valid URL; you'd need to write ...Action=AgentTicketZoomamp;TicketID=123 for it to become a syntactically valid URL, officially, although we never did that before. Semicolons don't need URL Encoding. -- Mike On Fri, Feb 4, 2011 at 11:02 AM, Francesco Pasqualini fra...@gmail.com wrote: Hi, there is something strange. I'm using apache 2.2.14 on ubuntu 10.04 with default configuration. thanks On Fri, Feb 4, 2011 at 10:55 AM, Frank Thommen frank.thom...@gmx.net wrote: Ciao Francesco, I'm using OTRS 3.0.5 I have a problem. In the notification email the link are broken http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom;TicketID=4 If I follow this link I get error. should be http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoomTicketID=4 http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom;TicketID=4 This works ok instead of ; The semicolon is a new way of separating parameters in URLs (see e.g. http://en.wikipedia.org/wiki/Query_string) and should work fine. Meybe your webserver is too old? frank - 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 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] wrong link in email notification
Maybe this is a gmail bug On Fri, Feb 4, 2011 at 12:05 PM, Michiel Beijen michiel.bei...@otrs.comwrote: If I click on the link you send me the ';' is replaced by %3B which is the URLEncoded value for the semicolon; but actually it should not replace there. I don't know the culprit. What you *CAN* do is to to Admin Notifications and edit the notification texts including the URLs, here you can change it with a semicolon or ampersand, whatever you like. In OTRS3 we actually 'upgraded' to using the semicolon everywhere because the ampersand actually needs to be encoded to be valid URL; you'd need to write ...Action=AgentTicketZoomamp;TicketID=123 for it to become a syntactically valid URL, officially, although we never did that before. Semicolons don't need URL Encoding. -- Mike On Fri, Feb 4, 2011 at 11:02 AM, Francesco Pasqualini fra...@gmail.com wrote: Hi, there is something strange. I'm using apache 2.2.14 on ubuntu 10.04 with default configuration. thanks On Fri, Feb 4, 2011 at 10:55 AM, Frank Thommen frank.thom...@gmx.net wrote: Ciao Francesco, I'm using OTRS 3.0.5 I have a problem. In the notification email the link are broken http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom;TicketID=4 If I follow this link I get error. should be http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoomTicketID=4 http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom;TicketID=4 This works ok instead of ; The semicolon is a new way of separating parameters in URLs (see e.g. http://en.wikipedia.org/wiki/Query_string) and should work fine. Meybe your webserver is too old? frank - 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 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] wrong link in email notification
Thanks ! As a workaround I tried to edit the notification templates changing ; with but without success. I still receive notification with ;. I'm new to OTRS maybe I made some mistake... Any hint ? On Fri, Feb 4, 2011 at 3:47 PM, Michiel Beijen michiel.bei...@gmail.comwrote: Posted a topic here in the Gmail help section: http://www.google.com/support/forum/p/gmail/thread?tid=22d109fb7993f610hl=en On Fri, Feb 4, 2011 at 3:36 PM, Michiel Beijen michiel.bei...@gmail.com wrote: I can confirm! It actually IS a Gmail bug. If I send a notification to Gmail the mail body looks fine but Gmail URLEncodes the semicolon which breaks the notification link. This is new behaviour, I'm sure it did not do this before! -- Mike On Fri, Feb 4, 2011 at 12:20 PM, Francesco Pasqualini fra...@gmail.com wrote: Maybe this is a gmail bug On Fri, Feb 4, 2011 at 12:05 PM, Michiel Beijen michiel.bei...@otrs.com wrote: If I click on the link you send me the ';' is replaced by %3B which is the URLEncoded value for the semicolon; but actually it should not replace there. I don't know the culprit. What you *CAN* do is to to Admin Notifications and edit the notification texts including the URLs, here you can change it with a semicolon or ampersand, whatever you like. In OTRS3 we actually 'upgraded' to using the semicolon everywhere because the ampersand actually needs to be encoded to be valid URL; you'd need to write ...Action=AgentTicketZoomamp;TicketID=123 for it to become a syntactically valid URL, officially, although we never did that before. Semicolons don't need URL Encoding. -- Mike On Fri, Feb 4, 2011 at 11:02 AM, Francesco Pasqualini fra...@gmail.com wrote: Hi, there is something strange. I'm using apache 2.2.14 on ubuntu 10.04 with default configuration. thanks On Fri, Feb 4, 2011 at 10:55 AM, Frank Thommen frank.thom...@gmx.net wrote: Ciao Francesco, I'm using OTRS 3.0.5 I have a problem. In the notification email the link are broken http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom;TicketID=4 If I follow this link I get error. should be http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoomTicketID=4 http://helpdesk.fdlservizi.com/otrs/index.pl?Action=AgentZoom;TicketID=4 This works ok instead of ; The semicolon is a new way of separating parameters in URLs (see e.g. http://en.wikipedia.org/wiki/Query_string) and should work fine. Meybe your webserver is too old? frank - 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 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] postmaster default queue
Hi,
I put the following line in Config.pm
$Self-{'PostmasterDefaultQueue'} = 'Raw';
But if I open a ticket by mail the ticket is created in the Postmaster queue
instead of Raw.
What's the problem?
OTRS 3.0.5
Thanks
-
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Re: [otrs] postmaster default queue
SOLVED
I found the solution
http://www.mail-archive.com/otrs@otrs.org/msg11385.html
thanks
On Fri, Feb 4, 2011 at 7:04 PM, Francesco Pasqualini fra...@gmail.comwrote:
Hi,
I put the following line in Config.pm
$Self-{'PostmasterDefaultQueue'} = 'Raw';
But if I open a ticket by mail the ticket is created in the Postmaster
queue instead of Raw.
What's the problem?
OTRS 3.0.5
Thanks
-
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To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
