Re: [otrs] Agents logged in to OTRS Dashboard
On Tue, Sep 24, 2013 at 8:59 PM, Kaushal Shriyan kaushalshri...@gmail.comwrote: Hi, Is there a way to check if otrs ticketing dashboard is being used by Agents at a specific moment of time period for example around 11:00 pm in the night? I am using select count(*) from ticket in mysql database to see for any new tickets or web server access logs /var/log/httpd/access_log Please suggest any better method to check if OTRS ticketing system or dashboard is being is used. Regards, Kaushal Hi, Checking in again for my earlier post in this mailing list? Regards, Kaushal - 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] Agents logged in to OTRS Dashboard
On Sat, Sep 28, 2013 at 6:22 AM, Bogdan Iosif bogdan.io...@gmail.comwrote: you need to monitor apache's access log or [temporarily] configure convenient timeouts for agent sessions and then monitor otrs db's sessions table. first choice is likely more suitable. Thanks Bogdan for the quick reply. I am not sure i understand *or [temporarily] configure convenient timeouts for agent sessions* Any example? Regards, Kaushal On Sep 28, 2013 3:46 AM, Kaushal Shriyan kaushalshri...@gmail.com wrote: On Tue, Sep 24, 2013 at 8:59 PM, Kaushal Shriyan kaushalshri...@gmail.com wrote: Hi, Is there a way to check if otrs ticketing dashboard is being used by Agents at a specific moment of time period for example around 11:00 pm in the night? I am using select count(*) from ticket in mysql database to see for any new tickets or web server access logs /var/log/httpd/access_log Please suggest any better method to check if OTRS ticketing system or dashboard is being is used. Regards, Kaushal Hi, Checking in again for my earlier post in this mailing list? Regards, Kaushal - 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] Agents logged in to OTRS Dashboard
Hi, Is there a way to check if otrs ticketing dashboard is being used by Agents at a specific moment of time period for example around 11:00 pm in the night? I am using select count(*) from ticket in mysql database to see for any new tickets or web server access logs /var/log/httpd/access_log Please suggest any better method to check if OTRS ticketing system or dashboard is being is used. Regards, Kaushal - 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] Notify Users
Hi, I am running OTRS version 3.2.7 on CentOS 6.4. Can someone please help me understand about http://wiki.otterhub.org/index.php?title=Notify_Users_that_a_Ticket_has_closed I am not sure i understand it how to implement. Regards, Kaushal - 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] NotificationSenderEmail and ticket closure issues
On Mon, Jun 3, 2013 at 9:39 PM, Kaushal Shriyan kaushalshri...@gmail.comwrote: On Mon, Jun 3, 2013 at 7:47 PM, Kaushal Shriyan kaushalshri...@gmail.comwrote: Hi, As per http://www.techmajha.com/2011/03/16/how-to-change-the-otrs-notification-master-otrsyourhost-example-com-email-address/ can i modify NotificationSenderEmail to the queue group emailid. Also when any agent closes the ticket, the customer does not get any notification or any emails from OTRS system about the ticket being closed. Any clue? Please let me know if you need any additional information. Regards, Kaushal Hi Again, Can i modify NotificationSenderEmail to Queue Group Emailid as per http://blog.otrs.org/2011/07/06/otrs-tips-tricks-controlling-agent-notifications/ Regards, Kaushal Hi, Checking in again for my earlier post Can i modify NotificationSenderEmail to Queue Group Emailid as per http://blog.otrs.org/2011/07/06/otrs-tips-tricks-controlling-agent-notifications/; to this mailing list. Any suggestions please? Regards, Kaushal - 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] NotificationSenderEmail and ticket closure issues
Hi, As per http://www.techmajha.com/2011/03/16/how-to-change-the-otrs-notification-master-otrsyourhost-example-com-email-address/ can i modify NotificationSenderEmail to the queue group emailid. Also when any agent closes the ticket, the customer does not get any notification or any emails from OTRS system about the ticket being closed. Any clue? Please let me know if you need any additional information. Regards, Kaushal - 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] NotificationSenderEmail and ticket closure issues
On Mon, Jun 3, 2013 at 7:47 PM, Kaushal Shriyan kaushalshri...@gmail.comwrote: Hi, As per http://www.techmajha.com/2011/03/16/how-to-change-the-otrs-notification-master-otrsyourhost-example-com-email-address/ can i modify NotificationSenderEmail to the queue group emailid. Also when any agent closes the ticket, the customer does not get any notification or any emails from OTRS system about the ticket being closed. Any clue? Please let me know if you need any additional information. Regards, Kaushal Hi Again, Can i modify NotificationSenderEmail to Queue Group Emailid as per http://blog.otrs.org/2011/07/06/otrs-tips-tricks-controlling-agent-notifications/ Regards, Kaushal - 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] POP3S: Auth for user ...... failed
Hi, I keep getting this error in spite of setting the password correctly in PostMaster mail accounts under Email Settings in OTRS Dasboard. Not sure why its failing. I have double checked entering the same credentials using the google apps web interface and i do not see any issue. Please suggest. [root@otrs ~]# cat /var/log/otrs.log | grep -i Error [Tue May 28 16:21:04 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user q...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:22:07 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user itsupp...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:23:08 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user portalonc...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:24:08 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user myntl...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:26:04 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user q...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:27:13 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user portalonc...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:28:13 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user myntl...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:29:17 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user catalogonc...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:30:17 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user wmsonc...@mydomain.com/pop.mydomain.com failed! [root@otrs ~]# Let me know if anyone needs any additional information Regards Kaushal - 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] POP3S: Auth for user ...... failed
On Tue, May 28, 2013 at 4:43 PM, Kaushal Shriyan kaushalshri...@gmail.comwrote: Hi, I keep getting this error in spite of setting the password correctly in PostMaster mail accounts under Email Settings in OTRS Dasboard. Not sure why its failing. I have double checked entering the same credentials using the google apps web interface and i do not see any issue. Please suggest. [root@otrs ~]# cat /var/log/otrs.log | grep -i Error [Tue May 28 16:21:04 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user q...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:22:07 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user itsupp...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:23:08 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user portalonc...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:24:08 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user myntl...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:26:04 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user q...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:27:13 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user portalonc...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:28:13 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user myntl...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:29:17 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user catalogonc...@mydomain.com/pop.mydomain.com failed! [Tue May 28 16:30:17 2013][Error][Kernel::System::MailAccount::POP3S::_Fetch][149] POP3S: Auth for user wmsonc...@mydomain.com/pop.mydomain.com failed! [root@otrs ~]# Let me know if anyone needs any additional information Regards Kaushal Hi Again, Further to the earlier email, I am running OTRS version 3.2.7 on CentOS Linux Version 6.4 Regards, Kaushal - 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] Append Messages to a OTRS ticket with subject line intact
Hi, I am running OTRS version 3.2.7 on CentOS Linux Version 6.4. Is there a way to append conversation in OTRS whenever any end customer replies to the specific ticket keeping the subject line intact( also includes ticket #)? Regards, Kaushal - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS version 3.2.7 on CentOS 6.4
On Sun, May 26, 2013 at 2:24 PM, Kaushal Shriyan kaushalshri...@gmail.comwrote: On Sun, May 26, 2013 at 12:05 PM, Kaushal Shriyan kaushalshri...@gmail.com wrote: Hi, When I do /etc/init.d/otrs status, I get the below issue. [root@otrs log]# /etc/init.d/mysqld status mysqld (pid 4664) is running... [root@otrs log]# /etc/init.d/httpd status httpd (pid 4780) is running... [root@otrs log]# /etc/init.d/postfix status master (pid 4769) is running... [root@otrs log]# /etc/init.d/otrs status httpd (pid 4780) is running... Checking database connection... Trying to connect to database DSN: DBI:mysql:database=otrs;host=localhost; DatabaseUser: otrs Connected. Your storage engine is InnoDB. These tables use a different storage engine: article article_attachment article_flag article_plain article_search article_sender_type article_type auto_response auto_response_type customer_company customer_preferences customer_user dynamic_field dynamic_field_value follow_up_possible generic_agent_jobs gi_debugger_entry gi_debugger_entry_content gi_object_lock_state gi_webservice_config gi_webservice_config_history group_customer_user group_role group_user groups link_object link_relation link_state link_type mail_account notification_event notification_event_item notifications package_repository personal_queues postmaster_filter process_id queue queue_auto_response queue_preferences queue_standard_response role_user roles salutation scheduler_task_list search_profile service service_customer_user service_preferences service_sla signature sla sla_preferences smime_signer_cert_relations standard_attachment standard_response standard_response_attachment support_bench_test system_address ticket ticket_flag ticket_history ticket_history_type ticket_index ticket_lock_index ticket_lock_type ticket_loop_protection ticket_priority ticket_state ticket_state_type ticket_type ticket_watcher time_accounting user_preferences users valid virtual_fs virtual_fs_db virtual_fs_preferences web_upload_cache xml_storage * *** Please correct these problems! *** * * * * Error! * * Maybe your database isn't configured yet? * *Checking OTRS Scheduler service Not Running!* * Error! * * Maybe your database isn't configured yet? * *Checking /opt/otrs/bin/otrs.PostMaster.pl ... (not active) failed.* *Checking otrs spool dir... done.* Version Details are as below [root@otrs log]# perl --version This is perl, v5.10.1 (*) built for x86_64-linux-thread-multi Copyright 1987-2009, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using man perl or perldoc perl. If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. [root@otrs log]# cat /etc/redhat-release CentOS release 6.4 (Final) [root@otrs log]# perl --version This is perl, v5.10.1 (*) built for x86_64-linux-thread-multi Copyright 1987-2009, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using man perl or perldoc perl. If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. [root@otrs log]# rpm -qa | grep httpd httpd-tools-2.2.15-28.el6.centos.x86_64 httpd-2.2.15-28.el6.centos.x86_64 httpd-devel-2.2.15-28.el6.centos.x86_64 [root@otrs log]# rpm -qa | grep postfix postfix-2.6.6-2.2.el6_1.x86_64 [root@otrs log]# rpm -qa | grep mysql mysql55-5.5.31-1.ius.centos6.x86_64 mysqlclient16-5.1.61-1.ius.centos6.x86_64 mysql55-libs-5.5.31-1.ius.centos6.x86_64 mysql55-server-5.5.31-1.ius.centos6.x86_64 php-mysql-5.3.3-22.el6.x86_64 You have mail in /var/spool/mail/root [root@otrs log]# rpm -qa | grep otrs otrs-3.2.7-01.noarch [root@otrs log]# [root@otrs log]# ps aux | grep otrs root 5137 0.0 0.0 103244 828 pts/1S+ 12:02 0:00 grep otrs You have mail in /var/spool/mail/root [root@otrs log]# ps aux | grep mysql root 4177 0.0 0.0 108328 1500 ?S11:51 0:00 /bin/sh /usr/bin/mysqld_safe --datadir=/data/mysql --socket=/data/mysql/mysql.sock --pid-file=/var/run/mysqld/mysqld.pid --basedir=/usr --user=mysql mysql 4664 0.1 0.4 1133868 79492 ? Sl 11:51 0:01 /usr/libexec/mysqld --basedir=/usr --datadir=/data/mysql --plugin-dir=/usr/lib64/mysql/plugin --user=mysql --log-error=/var/log/mysqld.log --open-files-limit=65535 --pid-file=/var/run/mysqld/mysqld.pid --socket=/data/mysql/mysql.sock root 5139 0.0 0.0 103248 836 pts/1S+ 12:02 0:00 grep mysql [root@otrs log]# ps aux | grep httpd root 4780 0.1
Re: [otrs] OTRS version 3.2.7 on CentOS 6.4
On Mon, May 27, 2013 at 9:02 PM, Gerald Young cryth...@gmail.com wrote: or alter tablehttp://dev.mysql.com/doc/refman/5.0/en/converting-tables-to-innodb.html On Mon, May 27, 2013 at 11:29 AM, David Boyes dbo...@sinenomine.netwrote: Have a look at the actual error messages: ** ** Your storage engine is InnoDB. These tables use a different storage engine: ** ** Your current MySQL default storage engine is set to InnoDB. The listed tables are not using InnoDB. MySQL doesn’t like databases that use mixed storage engines. Consult the MySQL documentation for how to convert tables to the InnoDB storage engine. ** ** Short version: dump the database contents, recreate the tables using InnoDB, and reload the data. The health check script will then stop complaining. ** ** Hi, I have checked for the storage engine for all tables and they are InnoDB. I am getting the below issue when i run the health check script /etc/init.d/otrs status httpd (pid 2060) is running... Checking database connection... Trying to connect to database DSN: DBI:mysql:database=otrs;host=localhost; DatabaseUser: otrs Connected. done. *Checking OTRS Scheduler service Not Running!* * Error!* * Maybe your database isn't configured yet?* Checking /opt/otrs/bin/otrs.PostMaster.pl ... (active) done. Checking otrs spool dir... (message:/opt/otrs/var/spool/problem-email-21fa10a73014cab73385e17bee97087d) found! done. [root@otrs ~]# Please suggest further. Regards, Kaushal - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS version 3.2.7 on CentOS 6.4
On Mon, May 27, 2013 at 9:24 PM, Gerald Young cryth...@gmail.com wrote: http://doc.otrs.org/3.1/en/html/scheduler.html Thanks a ton Gerald. It worked perfectly fine. Much Appreciated. Regards, Kaushal. - 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] Append Messages to a OTRS ticket with subject line intact
On Mon, May 27, 2013 at 8:16 PM, Gerald Young cryth...@gmail.com wrote: no. That would just create another article. But that article might have the ticket flow if it's a reply. Thanks Gerald. Apologies for not having explained in the first instance. For example Person A (End User/ Customer) shoots a email to portalonc...@mydomain.com. OTRS generates a ticket with ID :- 0111 in the system and sends out an email to agents X, Y and Z who are subscribed to portalonc...@mydomain.com. Now Agent X replies to the ticket with ID :- 0111 using gmail web interface corporate account, is there a way if the reply by Agent A gets appended and then when Agent B replies to the same ticket ID :- 0111 after Agent A. will there be a similar fashion like the below Person A What is the helpdesk emailid Agent A replies supp...@mydomain.com Agent B replies saying the correct emailid is customersupp...@mydomain.com and not supp...@mydomain.com Which gets appended to the ticket ID 0111. For example if the Manager who logins to the OTRS Dashboard who in turn manages the queue seeing both replies from Agent A first and Agent B next similar to a gmail conversation format. Let me know if I am not explaining the issue correctly or need any additional information. Regards, Kaushal - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS version 3.2.7 on CentOS 6.4
On Mon, May 27, 2013 at 9:47 PM, David Boyes dbo...@sinenomine.net wrote: *Checking OTRS Scheduler service Not Running!* * Error!* * Maybe your database isn't configured yet?* ** ** Did you do the setup steps in the documentation for the OTRS Scheduler service? ** ** David, yes Regards, Kaushal - 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] Can't create PID PostMasterMailbox, because it's already running (otrs.mydomain.com/13176)!
Hi, I am running OTRS version 3.2.7 on CentOS 6.4. Crontab entries for user OTRS in http://fpaste.org/14898/36972020/. I always get these errors in /var/log/otrs.log file [Tue May 28 11:08:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176)! [Tue May 28 11:10:39 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176)! [Tue May 28 11:10:39 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176)! [Tue May 28 11:11:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176)! [Tue May 28 11:12:01 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176)! [Tue May 28 11:13:01 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176)! [Tue May 28 11:14:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176)! [Tue May 28 11:15:01 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176)! [Tue May 28 11:16:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running ( otrs.mydomain.com/13176)! [root@otrs log]# Please let me know if there are any extra entries in the cron table pasted in http://fpaste.org/14898/36972020/ which is causing the above issue. Regards, Kaushal - 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 version 3.2.7 on CentOS 6.4
Hi, When I do /etc/init.d/otrs status, I get the below issue. [root@otrs log]# /etc/init.d/mysqld status mysqld (pid 4664) is running... [root@otrs log]# /etc/init.d/httpd status httpd (pid 4780) is running... [root@otrs log]# /etc/init.d/postfix status master (pid 4769) is running... [root@otrs log]# /etc/init.d/otrs status httpd (pid 4780) is running... Checking database connection... Trying to connect to database DSN: DBI:mysql:database=otrs;host=localhost; DatabaseUser: otrs Connected. Your storage engine is InnoDB. These tables use a different storage engine: article article_attachment article_flag article_plain article_search article_sender_type article_type auto_response auto_response_type customer_company customer_preferences customer_user dynamic_field dynamic_field_value follow_up_possible generic_agent_jobs gi_debugger_entry gi_debugger_entry_content gi_object_lock_state gi_webservice_config gi_webservice_config_history group_customer_user group_role group_user groups link_object link_relation link_state link_type mail_account notification_event notification_event_item notifications package_repository personal_queues postmaster_filter process_id queue queue_auto_response queue_preferences queue_standard_response role_user roles salutation scheduler_task_list search_profile service service_customer_user service_preferences service_sla signature sla sla_preferences smime_signer_cert_relations standard_attachment standard_response standard_response_attachment support_bench_test system_address ticket ticket_flag ticket_history ticket_history_type ticket_index ticket_lock_index ticket_lock_type ticket_loop_protection ticket_priority ticket_state ticket_state_type ticket_type ticket_watcher time_accounting user_preferences users valid virtual_fs virtual_fs_db virtual_fs_preferences web_upload_cache xml_storage * *** Please correct these problems! *** * * * * Error! * * Maybe your database isn't configured yet? * *Checking OTRS Scheduler service Not Running!* * Error! * * Maybe your database isn't configured yet? * *Checking /opt/otrs/bin/otrs.PostMaster.pl ... (not active) failed.* *Checking otrs spool dir... done.* Version Details are as below [root@otrs log]# perl --version This is perl, v5.10.1 (*) built for x86_64-linux-thread-multi Copyright 1987-2009, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using man perl or perldoc perl. If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. [root@otrs log]# cat /etc/redhat-release CentOS release 6.4 (Final) [root@otrs log]# perl --version This is perl, v5.10.1 (*) built for x86_64-linux-thread-multi Copyright 1987-2009, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using man perl or perldoc perl. If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. [root@otrs log]# rpm -qa | grep httpd httpd-tools-2.2.15-28.el6.centos.x86_64 httpd-2.2.15-28.el6.centos.x86_64 httpd-devel-2.2.15-28.el6.centos.x86_64 [root@otrs log]# rpm -qa | grep postfix postfix-2.6.6-2.2.el6_1.x86_64 [root@otrs log]# rpm -qa | grep mysql mysql55-5.5.31-1.ius.centos6.x86_64 mysqlclient16-5.1.61-1.ius.centos6.x86_64 mysql55-libs-5.5.31-1.ius.centos6.x86_64 mysql55-server-5.5.31-1.ius.centos6.x86_64 php-mysql-5.3.3-22.el6.x86_64 You have mail in /var/spool/mail/root [root@otrs log]# rpm -qa | grep otrs otrs-3.2.7-01.noarch [root@otrs log]# [root@otrs log]# ps aux | grep otrs root 5137 0.0 0.0 103244 828 pts/1S+ 12:02 0:00 grep otrs You have mail in /var/spool/mail/root [root@otrs log]# ps aux | grep mysql root 4177 0.0 0.0 108328 1500 ?S11:51 0:00 /bin/sh /usr/bin/mysqld_safe --datadir=/data/mysql --socket=/data/mysql/mysql.sock --pid-file=/var/run/mysqld/mysqld.pid --basedir=/usr --user=mysql mysql 4664 0.1 0.4 1133868 79492 ? Sl 11:51 0:01 /usr/libexec/mysqld --basedir=/usr --datadir=/data/mysql --plugin-dir=/usr/lib64/mysql/plugin --user=mysql --log-error=/var/log/mysqld.log --open-files-limit=65535 --pid-file=/var/run/mysqld/mysqld.pid --socket=/data/mysql/mysql.sock root 5139 0.0 0.0 103248 836 pts/1S+ 12:02 0:00 grep mysql [root@otrs log]# ps aux | grep httpd root 4780 0.1 0.4 410628 78328 ?Ss 11:51 0:00 /usr/sbin/httpd apache4830 0.0 0.5 447484 91376 ?S11:51 0:00 /usr/sbin/httpd apache4831 0.0 0.5 445696 89500 ?S11:51 0:00 /usr/sbin/httpd apache4832 0.0 0.5 449580 91608 ?S11:51 0:00 /usr/sbin/httpd apache4833 0.0 0.5
Re: [otrs] OTRS version 3.2.7 on CentOS 6.4
On Sun, May 26, 2013 at 12:05 PM, Kaushal Shriyan kaushalshri...@gmail.comwrote: Hi, When I do /etc/init.d/otrs status, I get the below issue. [root@otrs log]# /etc/init.d/mysqld status mysqld (pid 4664) is running... [root@otrs log]# /etc/init.d/httpd status httpd (pid 4780) is running... [root@otrs log]# /etc/init.d/postfix status master (pid 4769) is running... [root@otrs log]# /etc/init.d/otrs status httpd (pid 4780) is running... Checking database connection... Trying to connect to database DSN: DBI:mysql:database=otrs;host=localhost; DatabaseUser: otrs Connected. Your storage engine is InnoDB. These tables use a different storage engine: article article_attachment article_flag article_plain article_search article_sender_type article_type auto_response auto_response_type customer_company customer_preferences customer_user dynamic_field dynamic_field_value follow_up_possible generic_agent_jobs gi_debugger_entry gi_debugger_entry_content gi_object_lock_state gi_webservice_config gi_webservice_config_history group_customer_user group_role group_user groups link_object link_relation link_state link_type mail_account notification_event notification_event_item notifications package_repository personal_queues postmaster_filter process_id queue queue_auto_response queue_preferences queue_standard_response role_user roles salutation scheduler_task_list search_profile service service_customer_user service_preferences service_sla signature sla sla_preferences smime_signer_cert_relations standard_attachment standard_response standard_response_attachment support_bench_test system_address ticket ticket_flag ticket_history ticket_history_type ticket_index ticket_lock_index ticket_lock_type ticket_loop_protection ticket_priority ticket_state ticket_state_type ticket_type ticket_watcher time_accounting user_preferences users valid virtual_fs virtual_fs_db virtual_fs_preferences web_upload_cache xml_storage * *** Please correct these problems! *** * * * * Error! * * Maybe your database isn't configured yet? * *Checking OTRS Scheduler service Not Running!* * Error! * * Maybe your database isn't configured yet? * *Checking /opt/otrs/bin/otrs.PostMaster.pl ... (not active) failed.* *Checking otrs spool dir... done.* Version Details are as below [root@otrs log]# perl --version This is perl, v5.10.1 (*) built for x86_64-linux-thread-multi Copyright 1987-2009, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using man perl or perldoc perl. If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. [root@otrs log]# cat /etc/redhat-release CentOS release 6.4 (Final) [root@otrs log]# perl --version This is perl, v5.10.1 (*) built for x86_64-linux-thread-multi Copyright 1987-2009, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using man perl or perldoc perl. If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. [root@otrs log]# rpm -qa | grep httpd httpd-tools-2.2.15-28.el6.centos.x86_64 httpd-2.2.15-28.el6.centos.x86_64 httpd-devel-2.2.15-28.el6.centos.x86_64 [root@otrs log]# rpm -qa | grep postfix postfix-2.6.6-2.2.el6_1.x86_64 [root@otrs log]# rpm -qa | grep mysql mysql55-5.5.31-1.ius.centos6.x86_64 mysqlclient16-5.1.61-1.ius.centos6.x86_64 mysql55-libs-5.5.31-1.ius.centos6.x86_64 mysql55-server-5.5.31-1.ius.centos6.x86_64 php-mysql-5.3.3-22.el6.x86_64 You have mail in /var/spool/mail/root [root@otrs log]# rpm -qa | grep otrs otrs-3.2.7-01.noarch [root@otrs log]# [root@otrs log]# ps aux | grep otrs root 5137 0.0 0.0 103244 828 pts/1S+ 12:02 0:00 grep otrs You have mail in /var/spool/mail/root [root@otrs log]# ps aux | grep mysql root 4177 0.0 0.0 108328 1500 ?S11:51 0:00 /bin/sh /usr/bin/mysqld_safe --datadir=/data/mysql --socket=/data/mysql/mysql.sock --pid-file=/var/run/mysqld/mysqld.pid --basedir=/usr --user=mysql mysql 4664 0.1 0.4 1133868 79492 ? Sl 11:51 0:01 /usr/libexec/mysqld --basedir=/usr --datadir=/data/mysql --plugin-dir=/usr/lib64/mysql/plugin --user=mysql --log-error=/var/log/mysqld.log --open-files-limit=65535 --pid-file=/var/run/mysqld/mysqld.pid --socket=/data/mysql/mysql.sock root 5139 0.0 0.0 103248 836 pts/1S+ 12:02 0:00 grep mysql [root@otrs log]# ps aux | grep httpd root 4780 0.1 0.4 410628 78328 ?Ss 11:51 0:00 /usr/sbin/httpd apache4830 0.0 0.5
[otrs] OTRS Upgrade from 3.2.6 to 3.2.7
Hi, OTRS versions keep on upgrading on http://www.otrs.com/en/open-source/get-otrs/software-download/ Currently I am on Version 3.2.6 running on CentOS Linux Version 6.4. Are there yum repos so that upgrade process is quite efficient taking care of dependencies instead of downloading the current stable version 3.2.7 rpm binary and using rpm -Uvh otrs-3.2.7-01.noarch.rpm Please suggest. Regards, Kaushal - 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] Email Reply Window in OTRS Dashboard
Hi, I am running OTRS version 3.2.6 on CentOS Linux 6.4. Whenever any agent replies on the customer ticket in OTRS dashboard (URL :- otrs.mydomain.com/otrs/index.pl) it takes around 15 secs to close the reply window and then send the email. Any clue? Regards, Kaushal - 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] Google contacts database
Hi I am running OTRS version 3.2.6 on CentOS 6.4. is there a way to integrate google contacts database with OTRS for customer data. Let me know if anyone needs any additional information. Please suggest. Regards, Kaushal - 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] Google contacts database
On Mon, May 6, 2013 at 5:42 PM, Gerald Young cryth...@gmail.com wrote: That would either require extensive development (I'm thinking programming against Google API for Contacts) or some sort of export-import... Nothing's built-in, and I haven't heard of any plugin for this ... Also, unless customers are logging in as email addresses, you're going to have to assign a unique identifier to the Google Contacts that matches to the method you're using to authenticate customers. That is to say, you won't easily find the contact you're looking for if the authentication method doesn't provide information stored in the contact. Gerald, Are you referring to https://developers.google.com/google-apps/contacts/v3/ ? I happen to see this perl module http://search.cpan.org/~merixzon/WWW-Google-Contacts-0.36/lib/WWW/Google/Contacts.pm in CPAN. Will this fit into this specific use case. Please suggest further. Regards, Kaushal - 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] Google contacts database
On Mon, May 6, 2013 at 6:58 PM, David Boyes dbo...@sinenomine.net wrote: ** ** google contacts database ** ** I think you’ll need to be a bit more specific here. Do you want to access a users’ contacts, or something stored in Google Docs, or ??? ** ** If a user’s contacts, then there is a Google API for this, but you’ll need to write some code to do it. An easier way is to use one of the open source Google contacts management utilities and periodically replicate the contacts into a local LDAP server. Then follow the instructions in the OTRS docs for making OTRS talk to LDAP. That way you can still function if Google does something stupid, and you don’t have to write code other than a periodic cron job to sync up the LDAP server. - 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 Thanks David for the quick reply. Any open source Google contacts management utilities which you can point me to work on it. Regards, Kaushal - 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] /opt/otrs/certs/ not writable! in OTRS version 3.2.5 running on CentOS Linux version 6.4
On Tue, Apr 23, 2013 at 1:39 PM, Steven Carr sjc...@gmail.com wrote: Change the permissions to allow the user OTRS runs as to write to the location? And you probably want to put the location back to it's original and create that directory if it doesn't exist. /etc/ssl/certs are the linux system certificates, OTRS is wanting a location to store it's own SMIME certs. Thanks Steven for the quick reply. Whenever any agents reply on the OTRS Interface the customers emailid do not get autocompleted or auto filled. Anything I need to set it to make it work. Please let me know if you need more information. OTRS Version 3.2.5 on CentOS Linux Version 6.4 Regards, Kaushal - 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] /opt/otrs/certs/ not writable! in OTRS version 3.2.5 running on CentOS Linux version 6.4
On Tue, Apr 23, 2013 at 2:42 PM, Steven Carr sjc...@gmail.com wrote: No idea, you already asked that in another thread. Use a web browser with development tools enabled and see if there are any javascript errors in the javascript console when you try to use autocomplete. On 23 April 2013 09:37, Kaushal Shriyan kaushalshri...@gmail.com wrote: On Tue, Apr 23, 2013 at 1:39 PM, Steven Carr sjc...@gmail.com wrote: Change the permissions to allow the user OTRS runs as to write to the location? And you probably want to put the location back to it's original and create that directory if it doesn't exist. /etc/ssl/certs are the linux system certificates, OTRS is wanting a location to store it's own SMIME certs. Thanks Steven for the quick reply. Whenever any agents reply on the OTRS Interface the customers emailid do not get autocompleted or auto filled. Anything I need to set it to make it work. Please let me know if you need more information. OTRS Version 3.2.5 on CentOS Linux Version 6.4 Regards, Kaushal - 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 Hi, I just recently upgraded OTRS to 3.2.6 but the auto fill feature whenever the Agent responds to customers email in OTRS Web Application doesnot work. Checked webserver,smtp,database and syslog nothing there and have checked for JS errors using Firebug no issues there but still the autocomplete feature doesnot work. Let me know if anyone needs any configuration files. Any suggestions please? This feature has become a blocker for me and my organization. Regards, Kaushal - 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] /opt/otrs/certs/ not writable! in OTRS version 3.2.5 running on CentOS Linux version 6.4
Hi, I get the below error in syslog /var/log/messages file on OTRS version 3.2.5 on CentOS 6.4 Apr 23 06:25:55 otrs OTRS-CGI-10[2492]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:26:12 otrs OTRS-CGI-10[2114]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:27:14 otrs OTRS-CGI-10[2112]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:27:41 otrs OTRS-CGI-10[2494]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:27:41 otrs OTRS-CGI-10[2113]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:27:42 otrs OTRS-CGI-10[2113]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Apr 23 06:27:42 otrs OTRS-CGI-10[2114]: [Error][Kernel::System::Crypt::SMIME::Check][Line:69]: /opt/otrs/certs/ not writable! Edit Config Settings in Framework - Crypt::SMIME Reset this setting SMIME::CertPath /opt/otrs/certs/ Default value: /etc/ssl/certs Specifies the directory where SSL certificates are stored. Let me know if anyone needs any additional information. Any suggestions please? Regards, Kaushal - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Auto Complete or Auto Fill does not function.
Hi Auto Complete or Auto Fill of Customer Email Address when a agent replies on OTRS Interface does not work. Any Clue? Thanks and Regards, Kaushal - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS 3.2.3 on CentOS Linux Version 6.4 server edition
On Sat, Apr 6, 2013 at 12:35 PM, Steven Carr sjc...@gmail.com wrote: On 6 April 2013 05:11, Kaushal Shriyan kaushalshri...@gmail.com wrote: Hi Again, I have installed the new version OTRS 3.2.4 on CentOS 6.4. I have doubt about backup. I have taken MySQL Data Backup as of now from the old server. Not sure how do i backup all queues,agents,groups,email address details and etc from the old server and populate it to the new server so that i do not miss any piece which were configured in the old server. Please suggest. Regards, Kaushal That information is all stored in the database, the only additional things you need to backup/copy across are those mentioned in the UPGRADING document. Kernel/Config.pm Kernel/Config/GenericAgent.pm Kernel/Config/Files/ZZZAuto.pm var/* Though be careful with copying all of var/* as some stuff might have changed in the new version, I tend to copy just var/article, var/log and any custom files I've put into var/httpd/htdocs, but YMMV. Make sure you change Config.pm to reflect the new database location. And then follow the UPGRADING guide on running the various scripts to migrate the database from your old version to the new version. - 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 Thanks Steven for clear and precise explanation. Much appreciated. Have few questions about database backup. I have taken backup of otrs database using the below command On the old server *mysqldump -u root -p password otrs /tmp/otrs.sql* On the new server *mysql -u root -p password otrs /tmp/otrs.sql* Is the above method the right way of backing mysql data on the old server and restoring it to the new server? Also please help me understand the significance and purpose of the below files Kernel/Config.pm Kernel/Config/GenericAgent.pm Kernel/Config/Files/ZZZAuto.pm Thanks and Regards, Kaushal - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS 3.2.3 on CentOS Linux Version 6.4 server edition
On Mon, Apr 1, 2013 at 2:04 PM, Steven Carr sjc...@gmail.com wrote: Have you read the UPGRADING file? it explains which files to backup. Copy those files (and any additional modifications that you made to OTRS) to a new test system. Then test to make sure everything is working, fix things that aren't and make sure you document what you have done. Repeat with migrating the live system using the notes you made from the test system. Hi Again, I have installed the new version OTRS 3.2.4 on CentOS 6.4. I have doubt about backup. I have taken MySQL Data Backup as of now from the old server. Not sure how do i backup all queues,agents,groups,email address details and etc from the old server and populate it to the new server so that i do not miss any piece which were configured in the old server. Please suggest. Regards, Kaushal On 1 April 2013 00:36, Kaushal Shriyan kaushalshri...@gmail.com wrote: On Fri, Mar 29, 2013 at 11:28 AM, Kaushal Shriyan kaushalshri...@gmail.com wrote: Hi, I am migrating from the current live setup of OTRS Application Version 3.1.7 running on CentOS Linux Version 5.8 server to a new OTRS server running OTRS Application Version 3.2.3 hosted on CentOS 6.4. Any prerequisites i need to take care while migrating from one box to another box? I can think of only backing up MySQL DB otrs and populating the data to the new box. Any thing else to be taken care to carryout the migration without any glitch, please suggest. Regards, Kaushal Hi, checking in again for my earlier post to this mailing list. Any suggestions please? Regards Kaushal - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS 3.2.3 on CentOS Linux Version 6.4 server edition
On Fri, Mar 29, 2013 at 11:28 AM, Kaushal Shriyan kaushalshri...@gmail.comwrote: Hi, I am migrating from the current live setup of OTRS Application Version 3.1.7 running on CentOS Linux Version 5.8 server to a new OTRS server running OTRS Application Version 3.2.3 hosted on CentOS 6.4. Any prerequisites i need to take care while migrating from one box to another box? I can think of only backing up MySQL DB otrs and populating the data to the new box. Any thing else to be taken care to carryout the migration without any glitch, please suggest. Regards, Kaushal Hi, checking in again for my earlier post to this mailing list. Any suggestions please? Regards Kaushal - 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 3.2.3 on CentOS Linux Version 6.4 server edition
Hi, I am migrating from the current live setup of OTRS Application Version 3.1.7 running on CentOS Linux Version 5.8 server to a new OTRS server running OTRS Application Version 3.2.3 hosted on CentOS 6.4. Any prerequisites i need to take care while migrating from one box to another box? I can think of only backing up MySQL DB otrs and populating the data to the new box. Any thing else to be taken care to carryout the migration without any glitch, please suggest. Regards, Kaushal - 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 helpdesk vs OTRS ITSM
Hi, Can someone please help me understand the difference between OTRS helpdesk vs OTRS ITSM. At present i am using OTRS helpdesk version 3.2.3 on CentOS Linux version 6.4. Regards, Kaushal - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS response from same emailid
On Tue, Mar 5, 2013 at 2:55 PM, Vadim S. Goncharov vgoncha...@nic.ruwrote:
On 05.03.2013 08:55, Kaushal Shriyan wrote:
Hi,
I have a specific issue is that any email response from the OTRS is via a
specific emailid sameema...@domain.com mailto:sameema...@domain.com**
for
all the queues in OTRS.
meaning when the recipient receives email it comes from
sameema...@domain.com mailto:sameema...@domain.com** Any clue?
Look at your OTRS log. When agent answers via web, then there are messages
appended to it like:
[Tue Mar 5 13:13:20
2013][Notice][Kernel::System::**Ticket::Article::ArticleSend]
Sent email to 'custo...@client.ru,' from 'Agent Lastname via QUEUE-NAME
queue-a...@company.ru'. HistoryType = SendAnswer, Subject = Re:
[Ticket#1015566] ...
If that from-address is correct, than your problem is not in OTRS. It may
be a mail server rewriting From: for all OTRS-submitted mail. But first
ensure that all correct in OTRS itself.
--
Vadim Goncharov vgoncha...@nic.ru RU-Center
NET Departmenthttp://www.nic.ru
NET-SYS Group phone:+7(495)737-7646 (ext.4019)
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Hi Vadim,
Please find below the details in /opt/otrs/Kernel/Config/Files/ZZZAuto.pm
cat ZZZAuto.pm
# OTRS config file (automatically generated)
# VERSION:1.1
package Kernel::Config::Files::ZZZAuto;
use utf8;
sub Load {
my ($File, $Self) = @_;
$Self-{'PostMaster::PreFilterModule::NewTicketReject::Body'} = 'Dear
Customer,
Unfortunately we could not detect a valid ticket number
in your subject, so this email can\'t be processed.
Please create a new ticket via the customer panel.
Thanks for your help!
Your Helpdesk Team
';
$Self-{'PostmasterFollowUpSearchInReferences'} = '1';
delete $Self-{'PreferencesGroups'}-{'SpellDict'};
$Self-{'SMIME'} = '1';
$Self-{'PGP'} = '1';
$Self-{'SendmailModule::AuthPassword'} = 'xx';
*$Self-{'SendmailModule::AuthUser'} = 'lmsonc...@mydomain.com'; - every
mail comes from this emailid*
$Self-{'SendmailModule::Port'} = '587';
$Self-{'SendmailModule::Host'} = 'smtp.gmail.com';
$Self-{'SendmailModule'} = 'Kernel::System::Email::SMTPTLS';
$Self-{'Organization'} = 'mydomain';
$Self-{'AdminEmail'} = 'itsupp...@mydomain.com';
$Self-{'FQDN'} = 'otrs.mydomain.com';
$Self-{'SecureMode'} = '1';
}
1;
Please suggest further.
Regards,
Kaushal
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[otrs] OTRS response from same emailid
Hi, I have a specific issue is that any email response from the OTRS is via a specific emailid sameema...@domain.com for all the queues in OTRS. meaning when the recipient receives email it comes from sameema...@domain.com Any clue? Regards, Kaushal - 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] UI Interface with OTRS
Hi Is there an UI application for call center which integrates with OTRS application meaning the agents can respond to the customer queries similar to email interface like gmail? Regards, Kaushal - 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] Hardware requirement
Hi, Any hardware requirements to setup OTRS? For example Hard Disk size and with what RAID config and Memory Requirements. Please suggest. Regards, Kaushal - 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] Support Assessment Notices in OTRS Dashboard
On Fri, Aug 3, 2012 at 8:07 PM, Steven Carr sjc...@gmail.com wrote: So max_allowed_packet and query_cache_size are mysql variables, default installs usually have query_cache turned off and aren't tuned at all. Ask your DBA to configure/tune your MySQL server, if you are the DBA then Google is your friend. Critical Change the password or invalidate the account 'root@localhost'. = change the password for the root account in OTRS Failed Check if the configured FQDN is valid. = check the FQDN setting in Sysconfig - Framework - Core - FQDN - this needs to be the fully qualified domain name of the system. Steve On 3 August 2012 03:21, Kaushal Shriyan kaushalshri...@gmail.com wrote: Hi, I see failure and critical notices in Support Assessment. do i need to run any script to fix it after attending the notices. Is there a way to make it reflect on the Support Assessment Dashboard? I have restarted OTRS and httpd and MySQL services. Any clue? Failed Check max_allowed_packet setting. max_allowed_packet should be higher than 7 MB (it's 1 MB). Any config file to be edited? Critical Check query_cache_size setting. The setting query_cache_size should be used. Any config file to be edited? Check if root@localhost account has the default password. Critical Change the password or invalidate the account 'root@localhost'. Failed Check if the configured FQDN is valid. Invalid FQDN 'otrsexample'. Please suggest. Regards, Kaushal - 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 Hi, Thanks Gerald,Steven It worked like a charm and also i do get You have more error log entries: No such /etc/ssl/certs!, No such /etc/ssl/certs!, in Support Assessment and also is there a way to set http://myotrs.company.com/otrs/index.pl to http://myotrs.company.com/? Regards, Kaushal - 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] Support Assessment Notices in OTRS Dashboard
Hi, I see failure and critical notices in Support Assessment. do i need to run any script to fix it after attending the notices. Is there a way to make it reflect on the Support Assessment Dashboard? I have restarted OTRS and httpd and MySQL services. Any clue? Failed Check max_allowed_packet setting. max_allowed_packet should be higher than 7 MB (it's 1 MB). Any config file to be edited? Critical Check query_cache_size setting. The setting query_cache_size should be used. Any config file to be edited? Check if root@localhost account has the default password. Critical Change the password or invalidate the account 'root@localhost'. Failed Check if the configured FQDN is valid. Invalid FQDN 'otrsexample'. Please suggest. Regards, Kaushal - 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] Reply on OTRS Dashboard
Hi, When i reply any email on OTRS dashboard and click on submit, it responds very slow and takes lot of time and eventually it goes through but with a delay. Any clue? Please let me know if anyone needs more information viz configs or logs. Regards Kaushal - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS Email Conversation on a specific issue/topic/discussion
On Fri, Jul 13, 2012 at 1:33 PM, Steven Carr sjc...@gmail.com wrote: So one option within OTRS you might want to look at is in Sysconfig under Ticket - Core::Postmaster PostmasterFollowUpSearchInReferences - Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject. When you enable that, OTRS might then be able to catch the replied to emails even if they have changed the subject or it's been bounced around a few people, aslong as the referenced in the email headers remain intact. Steve Thanks Steve for the reply. what i have noticed is when someone shoots a email to OTRS with cc my emailid and both reply to the OTRS, there are multiple emails forked with separate ticket numbers. Any clue? For example : sender emailid : pers...@mydomain.com to emailid : lmsag...@mydomain.com cc : pers...@mydomain.com when pers...@mydomain.com and pers...@mydomain.com both reply to the OTRS generated email keeping the subject matter intact, there are 2 separate tickets. Please suggest. Regards Kaushal - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS Email Conversation on a specific issue/topic/discussion
On Fri, Jul 13, 2012 at 8:03 PM, Kaushal Shriyan kaushalshri...@gmail.comwrote: On Fri, Jul 13, 2012 at 1:33 PM, Steven Carr sjc...@gmail.com wrote: So one option within OTRS you might want to look at is in Sysconfig under Ticket - Core::Postmaster PostmasterFollowUpSearchInReferences - Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject. When you enable that, OTRS might then be able to catch the replied to emails even if they have changed the subject or it's been bounced around a few people, aslong as the referenced in the email headers remain intact. Steve Thanks Steve for the reply. what i have noticed is when someone shoots a email to OTRS with cc my emailid and both reply to the OTRS, there are multiple emails forked with separate ticket numbers. Any clue? For example : sender emailid : pers...@mydomain.com to emailid : lmsag...@mydomain.com cc : pers...@mydomain.com when pers...@mydomain.com and pers...@mydomain.com both reply to the OTRS generated email keeping the subject matter intact, there are 2 separate tickets. Please suggest. Regards Kaushal Hi, can someone please reply to my earlier post to this mailing list? Regards, Kaushal - 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 Email Conversation on a specific issue/topic/discussion
Hi, can we keep the same email thread for the same conversation instead of forking multiple email threads on the same issue/topic/discussion? is there a setting which can be configured. Regards, Kaushal - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS Email Conversation on a specific issue/topic/discussion
On Thu, Jul 12, 2012 at 8:25 PM, Steven Carr sjc...@gmail.com wrote: It's called don't edit the subject field after hitting reply in your email client * Steve * Unless you are viewing a digest email then yes copy paste the subject of the item you want to reply to and strip out all the rest of the digest info. Hi Steve, Do i need to set this in OTRS Dashboard Configuration or is it on the client side (Mail User Agent aka Email Client ) when any user replies to a ticket don't edit the subject field after hitting reply in your email client correct me if i am understanding it wrong. Regards, Kaushal - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] OTRS Email Conversation on a specific issue/topic/discussion
On Fri, Jul 13, 2012 at 5:51 AM, Gerald Young cryth...@gmail.com wrote: Kaushal, We (I) thought you were talking about the mailing list thread. Are you talking about conversations on a ticket? There's not really an easy way to handle conversation threads unless you want to split/link tickets regarding each conversation. Gerald, Yes i was referring to conversations on a OTRS generated ticket. Regards Kaushal On Thu, Jul 12, 2012 at 7:50 PM, Kaushal Shriyan kaushalshri...@gmail.com wrote: On Thu, Jul 12, 2012 at 8:25 PM, Steven Carr sjc...@gmail.com wrote: It's called don't edit the subject field after hitting reply in your email client * Steve * Unless you are viewing a digest email then yes copy paste the subject of the item you want to reply to and strip out all the rest of the digest info. Hi Steve, Do i need to set this in OTRS Dashboard Configuration or is it on the client side (Mail User Agent aka Email Client ) when any user replies to a ticket don't edit the subject field after hitting reply in your email client correct me if i am understanding it wrong. Regards, Kaushal - 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
