Re: [otrs] otrs 3.1.11 - otrs.Pendingjobs.pl

[Steven Carr]

 is an
invalid email address.

The match fail is because the content between <> doesn't conform to the rfc
standard for an email address (multiple @ signs for starters). You can't
put multiple comma separated email addresses in a field designed for a
single email address.

Steve
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Re: [otrs] otrs Digest, Vol 58, Issue 37

[Steven Carr]

On 21 July 2013 19:49, Wayne Work  wrote:

> This is an easy one. Run OTRS within a VM appliance ( which every flavor
> you know best but VMware has the tools to automate most if this natively.)
> and perform SnapShots as often as your RPO/RTO requires.  Make sure to
> delete old one and only keep a few "current" version (weeks worth is you
> are doing hourly/daily snaps). Put these into a SAN storage where that is
> backed up too and best would to rep them to a remote DR facility. You can
> restore and entire system from a snap in VMware in minutes even if you have
> to remove and place new hardware as the system is pretty hardware agnostic.
>

That's an awful lot of wasted backup storage space! Why would you ever want
to backup the operating system, if you have proper administration
procedures in place (debian preseed/centos kixstart/windows wds +
puppet/chef/cfengine) you should be able to deploy a new OS within a matter
of minutes and then restore the applications separately.

I just backup the /opt/otrs directory and the database, additionally the
database has binary logging enabled so that I can roll the database
back/forward to a specific point in time. This also allows you to pull out
single files for restore in the case of someone modifying source code that
breaks something (having to restore a full system snapshot for something
like that is overkill).

Steve
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Re: [otrs] Agent last Login timestamp?

[Steven Carr]

What is your question?



On 17 July 2013 11:24, KalyanaChakravarthy MP <
kalyanachakravarthy...@cybertech.com> wrote:

>  Hi all
>
> ** **
>
> admin interface you have the info "last login" also shown in 
>
> the overview table. :)
>
> ** **
>
> ** **
>
> SELECT  CONCAT(first_name,last_name) as Agnet_Name ,u.login,
> Preferences_value as LastLogin FROM otrs.user_preferences,users u
>
>  where preferences_key like '%UserLastLoginTimestamp%'
>
> and user_id = u.id
>
> ** **
>
> or
>
> ** **
>
> SELECT  CONCAT(first_name,last_name) as Agnet_Name ,u.login,
> FROM_UNIXTIME(Preferences_value) as LastLogin FROM
> otrs.user_preferences,users u
>
>  where preferences_key like '%userlastlogin%'
>
> and user_id = u.id
>
> ** **
>
> ** **
>
> *Thank you & Regards,*
>
> *Kalyana chakravarthy M .P,*
>
> *Sr software Engineer.*
>
> ** **
>
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Re: [otrs] preserve formatting when fetching email

[Steven Carr]

So for some reason your install is converting the HTML emails to text. Not
sure why that is happening to be honest as by default it should leave the
HTML emails intact, you have to specifically configure it to do what it's
doing.

Not sure if official OTRS support would be able to assist you, but chances
are it would cost.

Steve




On 11 July 2013 10:38, Girard James  wrote:

> Hello Steve,
>
> Below, the snapshot of the email I will fetch via OTRS, with some HTML
> special formatting.
> http://imageshack.us/photo/my-images/853/vvre.jpg/
>
>
> And below, the result, when OTRS fetch the email (via POP3) and convert it
> in ticket :
> http://imageshack.us/photo/my-images/833/rpuo.jpg/
>
> Even if the option is set as you advised, the ticket display a text
> message instead of a HTML content...
>
> Regards,
>
> James G.
>
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Re: [otrs] preserve formatting when fetching email

[Steven Carr]

The option is there and it's selected. You need to post screenshots of
what you are seeing in the ticket view so we can see what you mean by
losing their original format. What format do you mean?

Steve


On 10 July 2013 17:02, Girard James  wrote:
> This option seems not to be present in the select box.
> Please follow this link to see the screen shot :
>
> http://imageshack.us/photo/my-images/221/dfoy.jpg/
>
> Why do I get this behavour?
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Re: [otrs] preserve formatting when fetching email

[Steven Carr]

There should be an option Ticket::Frontend::ZoomRichTextForce which
will be set to "Always show RichText if available" which should
display any HTML messages.

I think you need to show us some screenshots of what you are seeing in
OTRS and what you expect to see?

Steve


On 10 July 2013 15:22, Girard James  wrote:
> Hello Steven,
>
> Thanks a lot for your fast answer...
> My OTRS version is : 3.2.8-01
>
> I checked some properties in "SysConfig" part, and I found this :
>
> PostmasterAutoHTML2Text
> Converts HTML mails into text messages.
>
> Is this the correct option?
>
> Regards,
>
> James G.
>
>
> 
> De : Steven Carr 
> À : User questions and discussions about OTRS. 
> Envoyé le : Mercredi 10 juillet 2013 15h30
> Objet : Re: [otrs] preserve formatting when fetching email
>
> What version of OTRS are you running?
>
> In later versions there are options in SysConfig which allow you to
> keep the HTML versions of emails as well as generate a text version.
>
> Steve
>
>
> On 10 July 2013 14:26, Girard James  wrote:
>> Hello,
>>
>> I'm a beginner with OTRS, and I would like to know if this software allows
>> to preserve formatting when fetching email.
>> Cause when I attempting to fetch emails via POP3 from a mailbox, all
>> generated tickets into OTRS loose their original format.
>>
>> Do you know a way to keep it safe?
>>
>> Thanks in advance,
>>
>> Regards,
>>
>> James G.
>>
>> -
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>
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Re: [otrs] preserve formatting when fetching email

[Steven Carr]

What version of OTRS are you running?

In later versions there are options in SysConfig which allow you to
keep the HTML versions of emails as well as generate a text version.

Steve


On 10 July 2013 14:26, Girard James  wrote:
> Hello,
>
> I'm a beginner with OTRS, and I would like to know if this software allows
> to preserve formatting when fetching email.
> Cause when I attempting to fetch emails via POP3 from a mailbox, all
> generated tickets into OTRS loose their original format.
>
> Do you know a way to keep it safe?
>
> Thanks in advance,
>
> Regards,
>
> James G.
>
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Re: [otrs] Issue with 3.2.8.

[Steven Carr]

The answer is in the log file.

"Unrecognized character \xFD"

When you have modified some of the configuration in SysConfig you have
insert characters that Apache doesn't know how to decode (they could either
be control characters when you have copy/pasted something in the browser,
or I suspect more likely native language non-ASCII characters). So check
the file for any invalid characters (hint use notepad++,  show invisible
characters).

Why not run it on linux? I really don't get why people want to run
linux/unix designed software (i.e. Apache/MySQL) on a Windows box.

Steve






On 10 July 2013 08:05, Wielbert Collinson wrote:

> Hello Team,
>
> ** **
>
> We have installed 3.2.8 on windows 7 machine. We have not been able to
> work on OTRS because apache 2.2 crashes sporadically.
>
> ** **
>
> After the upgrade from 3.2.6 to 3.2.8 we have been facing this issue.
> 3.2.8 is not stable and we are having problems for over a week/
>
> ** **
>
> We have pasted the error logs for apache in  http://pastebin.com/PPn4YRME*
> ***
>
> ** **
>
> We are able to work on the windows server for about 30 minutes and it
> starts to crash. We have replicated this on other systems in the network
> and the program does not load.
>
> ** **
>
> Each time we have to access OTRS we need to restart Apache 2.2 Servers.***
> *
>
> ** **
>
> Is there a permanent solution to this issue? 
>
> ** **
>
> Regards,
>
> [image: image002]
>
> ** **
>
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Re: [otrs] android or iphone Application otrs Customer URL?

[Steven Carr]

AFAIK customers can't use the App, it's for agent actions only.
Customers have the web portal which works on any device.

Steve


On 9 July 2013 15:15, KalyanaChakravarthy MP
 wrote:
> Hi All,
>
> OTRS DS Helpdesk Application installed in mobile . OTRS Agent login working
> fine. but Customer user login not working .
>
> i am used agent login
>
> name: test
> url : www.mysite.com/otrs/json.pl
> username: xyz
> password : *
>
> i tryed customer login same way but not working
>
> I use url : www.mysite.com/otrs/json.pl (customer.pl) user name and password
> is correct only  but Error showing ur " Auth for user XXX failed!”.
>
> Anyone know ,update customer views login.
>
>
>
> Thank you & Regards,
>
> Kalyana chakravarthy M .P,
>
>
>
>
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Re: [otrs] (no subject)

[Steven Carr]

See the link at the bottom of every message to the list.

To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>

^ ^ ^ ^ ^
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Re: [otrs] Agent Ticket Print

[Steven Carr]

You asked this a few days ago and no-one had an answer then. Asking
again is not going to get you an answer.

Steve


On 3 July 2013 13:11, Carlos Igor Silva  wrote:
> Hello,
>
> Anyone know if i can print the linked children tickets information on the
> parent ticket? when i print a ticket and this one have linked child tickets
> i just can see the child's id and their subject. i want to print their
> status and other information, someone knows how can i do this?
>
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Re: [otrs] fetchmail/imap and keeping messages in the mailbox

[Steven Carr]

No, this has been asked many times before. The way you achieve this is
to have 2 mailboxes and setup an email address which delivers the mail
to both mailboxes. You then use one mailbox to pull the emails into
OTRS and the other mailbox acts as an "archive".

Steve


On 3 July 2013 13:09, Ralf Hildebrandt  wrote:
> Currently we're fetching the messages from an IMAP mailbox using
> fetchmail. Is there a way of keeping the messages in the IMAP mailbox
> and maybe just mark them read?
>
> --
> 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
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Re: [otrs] Help on upgrade to OTRS 3.2.8

[Steven Carr]

For starters you really need to learn how to use the Windows CMD prompt.
Most of your errors are caused by the lack of escaping filenames and from
not referencing the executables correctly. You can only run "mysql" outside
of the mysql/bin folder if the folder has been added to your PATH variable.

It would also be helpful if you copy/pasted the exact commands and output.

That said, responses inline...

On 2 July 2013 10:21, Wielbert Collinson wrote:

> I have tried the solution from Bogdan Iosif on the forum to run (*C:\Program
> Files (x86)\OTRS\OTRS\scripts>mysql -uroot otrs < "C:\Program*
>
> *Files (x86)\OTRS\OTRS\scripts\DBUpdate-to-3.2.mysql.sql"*) and I have
> received another error message.
>
> **
>

Is mysql in the PATH?


> Please note that if I run *C:\Program Files (x86)\OTRS\OTRS\scripts> * it
> doesn’t open the sql window.
>
>
This would seem to indicate it isn't in the PATH.


> Example if I run *C:\Program Files (x86)\OTRS\OTRS\scripts>mysql –uroot
> otrs. It *prompts with a n error message that it cannot find the MYSQL
> file.
>

Again, not in PATH.


> 
>
> However, if I run *C:\Program Files (x86)\OTRS\mysql\bin>mysql -uroot
> otrs  *it opens the MYSQL Window.
>

Correct, you are in the folder that contains the executable.


> 
>
> I have tried the command and below is the error message.
>
> ** **
>
> *C:\Program Files (x86)\OTRS\mysql\bin>mysql -uroot otrs < "C:\Program
> Files (x86)\OTRS\OTRS\scripts\DBUpdate-to-3.2.mysql.sql".ERROR 1091 (42000)
> at line 7: Can't DROP 'group_read'; check that column/key exists*
>

As Bogdan indicated, there is no need to re-run the DBUpdate files between
minor versions. That error is normal as that column/key will have been
dropped when you upgraded from pre3.2.


> I have ran the perl update and it gave me the following error message
>
> ** **
>
> *C:\Program Files (x86)\OTRS\mysql\bin>perl DBUpdate-to-3.2.pl Can't open
> perl script "DBUpdate-to-3.2.pl": No such file or directory*
>

The DBUpdate-to-3.2.pl file is not in the mysql/bin directory (unless you
copied it there?). Again you need to correctly reference files in the
filesystem so the command you would have needed there would be "perl
..\..\OTRS\scripts\DBUpdate-to-3.2.pl"

Steve
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Re: [otrs] Customer/Group Mapping

[Steven Carr]

It's not a proper use case. The customer should not have access to
those abilities, that is the job of an agent. A customer submits a
ticket and expects a response, he/she is agnostic to the process of
managing the ticket.

Steve


On 2 July 2013 02:39, Roman Gelfand  wrote:
> While agent/group mapping has a full array of fine-grained of
> permissions, the customer/group access permission only shows RO or RW.
>  Is there a way to add permissions like change owner, move to queue,
> etc..?
>
> If this is not a proper use in case of customer/group, please, let me know.
>
> Thanks in advance
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Re: [otrs] text area number and bulleted list not working

[Steven Carr]

What version are you running? It's working in 3.2.x for me.

Adding a note... https://dl.dropboxusercontent.com/u/9598382/note-add.png
Ticket view of added note...
https://dl.dropboxusercontent.com/u/9598382/ticket-view.png

Steve



On 26 June 2013 15:11, KalyanaChakravarthy MP
 wrote:
> HI
>
>
>
> setting is in Framework -> Core::Web -> Frontend::RichText ,active but still
> number  and bulleted  list  not working
>
>
>
> it showing like –
>
> - test
>
> -tes2
>
> Regards,
>
> Kalyana chakravarthy M .P,
>
> Sr software Engineer.
>
>
>
>
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Re: [otrs] fully-qualified hostname issue

[Steven Carr]

"Out the box" OTRS will be using sendmail (which in turn will pass it
to postfix).

Check /etc/postfix/main.cf and look for the value myhostname or
myorigin and see what the values are. myorigin is usually configured
to point to /etc/mailname which is a text file that will contain the
FQDN of your server which postfix uses when it performs HELO (don't
forget to restart postfix after making any changes).

Steve



On 25 June 2013 15:05, Jason Marshall  wrote:
> Not entirely sure, but I used the standard Ubuntu installation, so it would 
> be Postfix which SMTP I guess.
>
> -Original Message-
> From: Steven Carr [mailto:sjc...@gmail.com]
> Sent: 25 June 2013 03:51 PM
> To: jas...@cat.co.za; User questions and discussions about OTRS.
> Subject: Re: [otrs] fully-qualified hostname issue
>
> How is OTRS configured to deliver email? Sendmail or SMTP?
>
> Steve
>
>
> On 25 June 2013 14:46, Jason Marshall  wrote:
>>
>>
>> Hi All
>>
>>
>>
>> I am running OTRS version 3.2.2 on Ubuntu 12.04 Server.
>>
>>
>>
>> I have an issue with mails going out to some client. I suspect their
>> mailers are doing a DNS lookup or verifying for a valid or FSDN from/return 
>> address.
>>
>>
>>
>> When I mail the clients from my own mail client (outlook or
>> thunderbird) it works fine.
>>
>> When I respond to the client from OTRS the mails are rejected by the
>> remote mailer. See error below:
>>
>>
>>
>> --
>> --
>> : host anubis.se.axis.com[195.60.68.12] said:
>> 504
>> 5.5.2 : Helo command rejected: need fully-qualified
>> hostname
>> (in reply to RCPT TO command)
>>
>> --
>> 
>>
>> I tried changing the actual Ubuntu host name to a FQDN but it still
>> does not work.
>>
>> I tried looked in the admin - framework settings for any way of
>> sending mails out with ha FSQN but I cannot find any settings there.
>>
>>
>>
>> Our mailer has a valid MX record, so I am not sure where to start looking.
>>
>>
>>
>> If any person can direct me in the right direction I would highly
>> appreciate it.
>>
>>
>>
>> Kind Regards
>> Jason
>>
>>
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Re: [otrs] SurveyModule Frontend Fatal Error

[Steven Carr]

In that case it definitely looks like a bug if the URL is being
encoded incorrectly. Head on over to http://bugs.otrs.org and see if
it's already been logged (or log it).

Steve


On 25 June 2013 14:59, Walter Moore  wrote:
>
> As you noted earlier in the thread, the URL is scrambled - the `&' gets
> replaced by %3b.
>
> If I edit the URL by hand, I see the survey and can submit it. I should have
> tested that earlier!
>
> Other questions..
> I am not using delayed mail, or, at least, I have never tried to set it up
> and am not intentionally using it. At any rate delivery is close to instant.
>
> Steve - thanks, always a good idea to double-check permissions. I ran
> otrs.SetPermissions.pl and compared before/after.. permissions don't seem to
> be the source of the problem in this case.
>
>
> On Tue, Jun 25, 2013 at 9:48 AM, Johannes Hoerburger
>  wrote:
>>
>> Hi Walter,
>> one more question:
>> Are you using the delayed mail functionality? (Sending mails a certain
>> time periode after a ticked got closed)
>>
>> Kind regards,
>> Johannes
>>
>> Am 25.06.2013 um 15:35 schrieb Walter Moore :
>>
>> No, it was not working before the upgrade - the error hasn't changed.
>> Also, quite obviously, the file in question is dynamically generated -
>> you'll not that each survey gives the same error, but different keys.
>>
>>
>> On Tue, Jun 25, 2013 at 9:26 AM, Steven Carr  wrote:
>>>
>>> So it looks like when you upgraded either you didn't copy over the
>>> PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm file
>>> from the old version or the upgrade trashed it. Dig in your backups to
>>> find that file and restore it.
>>>
>>> Steve
>>>
>>>
>>> On 25 June 2013 14:22, Walter Moore  wrote:
>>> > Thank you again for checking into this!
>>> >
>>> > This is the string in the body of my survey:
>>> >
>>> > http://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=
>>> >
>>> > ..so that much seems correct.
>>> >
>>> > I also created a new survey, just to double check the behavior of the
>>> > survey
>>> > and check on the link text. I received the same error included in my
>>> > first
>>> > e-mail.
>>> >
>>> > Error Details
>>> >
>>> > Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jun 25
>>> > 09:21:14
>>> > 2013 Message: Module
>>> >
>>> > Kernel/Modules/PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm
>>> > not found! RemoteAddress: 216.146.171.10 RequestURI:
>>> >
>>> > /otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey=f9457bae8c98c1f91ee6dbc1e3f6c5b9
>>> > Traceback (2867): Module: Kernel::System::Web::InterfacePublic::Run
>>> > (OTRS
>>> > 3.2.8) Line: 190 Module:
>>> >
>>> > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler
>>> > (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module:
>>> > ModPerl::RegistryCooker::run (v1.99) Line: 204 Module:
>>> > ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module:
>>> > ModPerl::Registry::handler (v1.99) Line: 31
>>> >
>>> >
>>> > On Sat, Jun 22, 2013 at 3:21 AM, Johannes Hoerburger
>>> >  wrote:
>>> >>
>>> >> Hi Walter,
>>> >>
>>> >> in the meanwhile I could test OTRS 3.2 with Survey version 2.2.1.
>>> >>
>>> >> Creating a Survey out of the box, without changing the Survey text,
>>> >> worked
>>> >> perfectly.
>>> >>
>>> >> My guess is, on creating/editing the survey the link being sent to
>>> >> customers got changed.
>>> >>
>>> >> To make sure it works, go into your master survey, choose "Edit
>>> >> General
>>> >> Info", scroll down to "Body:" and make sure that the link, your
>>> >> customers
>>> >> should click on, looks like that:
>>> >>
>>> >>
>>> >>
>>> >> http://your.hostanddomainname.com/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=
>>> >>
>>> >> Replace "your.hostanddomainname.com" with the host and domain name of
>>> >> your
>>> >> OTRS

Re: [otrs] fully-qualified hostname issue

[Steven Carr]

How is OTRS configured to deliver email? Sendmail or SMTP?

Steve


On 25 June 2013 14:46, Jason Marshall  wrote:
>
>
> Hi All
>
>
>
> I am running OTRS version 3.2.2 on Ubuntu 12.04 Server.
>
>
>
> I have an issue with mails going out to some client. I suspect their mailers
> are doing a DNS lookup or verifying for a valid or FSDN from/return address.
>
>
>
> When I mail the clients from my own mail client (outlook or thunderbird) it
> works fine.
>
> When I respond to the client from OTRS the mails are rejected by the remote
> mailer. See error below:
>
>
>
> 
> : host anubis.se.axis.com[195.60.68.12] said:
> 504
> 5.5.2 : Helo command rejected: need fully-qualified
> hostname
> (in reply to RCPT TO command)
>
> --
>
> I tried changing the actual Ubuntu host name to a FQDN but it still does not
> work.
>
> I tried looked in the admin - framework settings for any way of sending
> mails out with ha FSQN but I cannot find any settings there.
>
>
>
> Our mailer has a valid MX record, so I am not sure where to start looking.
>
>
>
> If any person can direct me in the right direction I would highly appreciate
> it.
>
>
>
> Kind Regards
> Jason
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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Re: [otrs] SurveyModule Frontend Fatal Error

[Steven Carr]

Then it might be worth setting the permissions
(otrs.SetPermissions.pl) as if those files are supposed to be randomly
generated and they aren't there then OTRS might not be able to create
them in the first place.

Steve

On 25 June 2013 14:35, Walter Moore  wrote:
> No, it was not working before the upgrade - the error hasn't changed. Also,
> quite obviously, the file in question is dynamically generated - you'll not
> that each survey gives the same error, but different keys.
>
>
> On Tue, Jun 25, 2013 at 9:26 AM, Steven Carr  wrote:
>>
>> So it looks like when you upgraded either you didn't copy over the
>> PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm file
>> from the old version or the upgrade trashed it. Dig in your backups to
>> find that file and restore it.
>>
>> Steve
>>
>>
>> On 25 June 2013 14:22, Walter Moore  wrote:
>> > Thank you again for checking into this!
>> >
>> > This is the string in the body of my survey:
>> >
>> > http://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=
>> >
>> > ..so that much seems correct.
>> >
>> > I also created a new survey, just to double check the behavior of the
>> > survey
>> > and check on the link text. I received the same error included in my
>> > first
>> > e-mail.
>> >
>> > Error Details
>> >
>> > Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jun 25
>> > 09:21:14
>> > 2013 Message: Module
>> >
>> > Kernel/Modules/PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm
>> > not found! RemoteAddress: 216.146.171.10 RequestURI:
>> >
>> > /otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey=f9457bae8c98c1f91ee6dbc1e3f6c5b9
>> > Traceback (2867): Module: Kernel::System::Web::InterfacePublic::Run
>> > (OTRS
>> > 3.2.8) Line: 190 Module:
>> >
>> > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler
>> > (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module:
>> > ModPerl::RegistryCooker::run (v1.99) Line: 204 Module:
>> > ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module:
>> > ModPerl::Registry::handler (v1.99) Line: 31
>> >
>> >
>> > On Sat, Jun 22, 2013 at 3:21 AM, Johannes Hoerburger
>> >  wrote:
>> >>
>> >> Hi Walter,
>> >>
>> >> in the meanwhile I could test OTRS 3.2 with Survey version 2.2.1.
>> >>
>> >> Creating a Survey out of the box, without changing the Survey text,
>> >> worked
>> >> perfectly.
>> >>
>> >> My guess is, on creating/editing the survey the link being sent to
>> >> customers got changed.
>> >>
>> >> To make sure it works, go into your master survey, choose "Edit General
>> >> Info", scroll down to "Body:" and make sure that the link, your
>> >> customers
>> >> should click on, looks like that:
>> >>
>> >>
>> >>
>> >> http://your.hostanddomainname.com/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=
>> >>
>> >> Replace "your.hostanddomainname.com" with the host and domain name of
>> >> your
>> >> OTRS instance.
>> >>
>> >> IMPORTANT: make sure, the ";" is between PublicSurvey and
>> >> PublicSurveyKey,
>> >> otherwise you'll end up with the same problem you actually have…
>> >>
>> >> If you still have problems after checking the link, just copy it to
>> >> this
>> >> mailinglist and I'll try to debug it for you.
>> >>
>> >> Kind regards,
>> >> Johannes Hoerburger
>> >>
>> >>
>> >>
>> >> Am 21.06.2013 um 16:06 schrieb Walter Moore :
>> >>
>> >> > We've just upgraded to otrs-3.2.8 and we're trying, once again, to
>> >> > make
>> >> > the survey module work.
>> >> >
>> >> > When I close a ticket in a queue with a survey, the message is
>> >> > generated
>> >> > successfully and sent to the customer. When they click on it,
>> >> > however, they
>> >> > see the error page pasted below. Does this module actually work, in
>> >> > theory?
>> >> > What can I do to debug this error?
>> >

Re: [otrs] SurveyModule Frontend Fatal Error

[Steven Carr]

So it looks like when you upgraded either you didn't copy over the
PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm file
from the old version or the upgrade trashed it. Dig in your backups to
find that file and restore it.

Steve


On 25 June 2013 14:22, Walter Moore  wrote:
> Thank you again for checking into this!
>
> This is the string in the body of my survey:
> http://apps.eckerd.edu/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=
>
> ..so that much seems correct.
>
> I also created a new survey, just to double check the behavior of the survey
> and check on the link text. I received the same error included in my first
> e-mail.
>
> Error Details
>
> Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jun 25 09:21:14
> 2013 Message: Module
> Kernel/Modules/PublicSurveyPublicSurveyKeyf9457bae8c98c1f91ee6dbc1e3f6c5b9.pm
> not found! RemoteAddress: 216.146.171.10 RequestURI:
> /otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey=f9457bae8c98c1f91ee6dbc1e3f6c5b9
> Traceback (2867): Module: Kernel::System::Web::InterfacePublic::Run (OTRS
> 3.2.8) Line: 190 Module:
> ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler
> (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module:
> ModPerl::RegistryCooker::run (v1.99) Line: 204 Module:
> ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module:
> ModPerl::Registry::handler (v1.99) Line: 31
>
>
> On Sat, Jun 22, 2013 at 3:21 AM, Johannes Hoerburger
>  wrote:
>>
>> Hi Walter,
>>
>> in the meanwhile I could test OTRS 3.2 with Survey version 2.2.1.
>>
>> Creating a Survey out of the box, without changing the Survey text, worked
>> perfectly.
>>
>> My guess is, on creating/editing the survey the link being sent to
>> customers got changed.
>>
>> To make sure it works, go into your master survey, choose "Edit General
>> Info", scroll down to "Body:" and make sure that the link, your customers
>> should click on, looks like that:
>>
>>
>> http://your.hostanddomainname.com/otrs/public.pl?Action=PublicSurvey;PublicSurveyKey=
>>
>> Replace "your.hostanddomainname.com" with the host and domain name of your
>> OTRS instance.
>>
>> IMPORTANT: make sure, the ";" is between PublicSurvey and PublicSurveyKey,
>> otherwise you'll end up with the same problem you actually have…
>>
>> If you still have problems after checking the link, just copy it to this
>> mailinglist and I'll try to debug it for you.
>>
>> Kind regards,
>> Johannes Hoerburger
>>
>>
>>
>> Am 21.06.2013 um 16:06 schrieb Walter Moore :
>>
>> > We've just upgraded to otrs-3.2.8 and we're trying, once again, to make
>> > the survey module work.
>> >
>> > When I close a ticket in a queue with a survey, the message is generated
>> > successfully and sent to the customer. When they click on it, however, they
>> > see the error page pasted below. Does this module actually work, in theory?
>> > What can I do to debug this error?
>> >
>> > Oops! An Error occurred.
>> > Error Message: Module
>> > Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be6[..]
>> > Please contact your administrator.
>> > You can Send a bugreport or go back to the previous page.
>> > Error Details
>> > Backend ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Jun 21
>> > 10:03:49 2013 Message: Module
>> > Kernel/Modules/PublicSurveyPublicSurveyKey0023e3eab3f63914e4e937c62ff0be67.pm
>> > not found! RemoteAddress: 216.146.171.10 RequestURI:
>> > /otrs/public.pl?Action=PublicSurvey%3bPublicSurveyKey=0023e3eab3f63914e4e937c62ff0be67
>> > Traceback (8685): Module: Kernel::System::Web::InterfacePublic::Run (OTRS
>> > 3.2.8) Line: 190 Module:
>> > ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_public_2epl::handler
>> > (unknown version) Line: 41 Module: (eval) (v1.25) Line: 204 Module:
>> > ModPerl::RegistryCooker::run (v1.25) Line: 204 Module:
>> > ModPerl::RegistryCooker::default_handler (v1.25) Line: 170 Module:
>> > ModPerl::Registry::handler (v1.99) Line: 31
>> >
>> > --
>> > +-+
>> > Walter R. Moore --  Sr. Systems Administrator, Eckerd College
>> > moor...@eckerd.edu --  http://home.eckerd.edu/~moorewr
>> >
>> > "It was glorious to see -- if your heart were iron,
>> > And you could keep from grieving at all the pain" - The Iliad (13.355)
>> >
>> > I'm on twitter: http://twitter.com/moorewreckerd
>> >
>> > ***Reminder! ITS will never ask you to e-mail your password!***
>> > -
>> > 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] system fields on different views

[Steven Carr]

I guess if you want the features then you gotta plan for your upgrades ;)

(and you should at least make sure you're running the latest version
of 3.1 (3.1.17) given there are security advisories - 3.1.6 was
released a year ago)


On 25 June 2013 12:31, Neil Simpson  wrote:
> we are running version 3.1.6 with no option to upgrade in foreseeable
> future.
>
>
> On Tue, Jun 25, 2013 at 12:39 PM, Steven Carr  wrote:
>>
>> What version are you running? 3.2.x definitely has this option
>> (Ticket::Frontend::AgentTicketNote###Queue), it's just set to "No" by
>> default.
>>
>> Steve
>>
>> On 25 June 2013 11:10, Neil Simpson  wrote:
>> > Hi,
>> >
>> > thank you for your answer but "Note" does not offer the changing of
>> > queue's.
>> > it's the same issue as i already have, adding a system field to a
>> > different
>> > view.
>> >
>> > i checked the options in sysconfig but you can't add a "change queue" to
>> > Note.
>> >
>> > thanks for any feedback,
>> >
>> > Neil
>> >
>> >
>> > On Tue, Jun 25, 2013 at 11:46 AM, Steven Carr  wrote:
>> >>
>> >> I would suggest you move tickets between queues by using the "Note"
>> >> functionality, this will allow you to also add in comments at the same
>> >> time and change a variety of other options. You can configure the
>> >> options in SysConfig - Ticket -> Frontend::Agent::Ticket::ViewNote
>> >>
>> >> Steve
>> >>
>> >> On 25 June 2013 09:41, Neil Simpson  wrote:
>> >> > Hello,
>> >> >
>> >> > We would like to add otrs system fields to another view but i dont
>> >> > see
>> >> > how
>> >> > to do this easily.
>> >> >
>> >> > The "priority" option allows you to set the "type" and "service" for
>> >> > a
>> >> > ticket. I would like those two fields to be available on the "change
>> >> > Queue"
>> >> > view (AgentTicketMove file). There not custom dynamic fields but
>> >> > system
>> >> > fields.
>> >> >
>> >> > How does one go about adding them?
>> >> >
>> >> > thank you
>> >> >
>> >> > Neil
>> >> >
>> >> >
>> >> > -
>> >> > OTRS mailing list: otrs - Webpage: http://otrs.org/
>> >> > Archive: http://lists.otrs.org/pipermail/otrs
>> >> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>> >> -
>> >> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> >> Archive: http://lists.otrs.org/pipermail/otrs
>> >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>> >
>> >
>> >
>> > -
>> > OTRS mailing list: otrs - Webpage: http://otrs.org/
>> > Archive: http://lists.otrs.org/pipermail/otrs
>> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>> -
>> 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
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Re: [otrs] text area number and bulleted list not working

[Steven Carr]

There is "Search" functionality built in to SysConfig... the setting
is in Framework -> Core::Web -> Frontend::RichText


On 25 June 2013 12:25, KalyanaChakravarthy MP
 wrote:
> Hi
>
> Rich Text mode how enable in otrs.
>
> Regards,
> Kalyana chakravarthy M .P,
> Sr software Engineer.
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] system fields on different views

[Steven Carr]

What version are you running? 3.2.x definitely has this option
(Ticket::Frontend::AgentTicketNote###Queue), it's just set to "No" by
default.

Steve

On 25 June 2013 11:10, Neil Simpson  wrote:
> Hi,
>
> thank you for your answer but "Note" does not offer the changing of queue's.
> it's the same issue as i already have, adding a system field to a different
> view.
>
> i checked the options in sysconfig but you can't add a "change queue" to
> Note.
>
> thanks for any feedback,
>
> Neil
>
>
> On Tue, Jun 25, 2013 at 11:46 AM, Steven Carr  wrote:
>>
>> I would suggest you move tickets between queues by using the "Note"
>> functionality, this will allow you to also add in comments at the same
>> time and change a variety of other options. You can configure the
>> options in SysConfig - Ticket -> Frontend::Agent::Ticket::ViewNote
>>
>> Steve
>>
>> On 25 June 2013 09:41, Neil Simpson  wrote:
>> > Hello,
>> >
>> > We would like to add otrs system fields to another view but i dont see
>> > how
>> > to do this easily.
>> >
>> > The "priority" option allows you to set the "type" and "service" for a
>> > ticket. I would like those two fields to be available on the "change
>> > Queue"
>> > view (AgentTicketMove file). There not custom dynamic fields but system
>> > fields.
>> >
>> > How does one go about adding them?
>> >
>> > thank you
>> >
>> > Neil
>> >
>> >
>> > -
>> > OTRS mailing list: otrs - Webpage: http://otrs.org/
>> > Archive: http://lists.otrs.org/pipermail/otrs
>> > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>> -
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] system fields on different views

[Steven Carr]

I would suggest you move tickets between queues by using the "Note"
functionality, this will allow you to also add in comments at the same
time and change a variety of other options. You can configure the
options in SysConfig - Ticket -> Frontend::Agent::Ticket::ViewNote

Steve

On 25 June 2013 09:41, Neil Simpson  wrote:
> Hello,
>
> We would like to add otrs system fields to another view but i dont see how
> to do this easily.
>
> The "priority" option allows you to set the "type" and "service" for a
> ticket. I would like those two fields to be available on the "change Queue"
> view (AgentTicketMove file). There not custom dynamic fields but system
> fields.
>
> How does one go about adding them?
>
> thank you
>
> Neil
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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Re: [otrs] text area number and bulleted list not working

[Steven Carr]

It looks like you have disabled Rich Text mode, the screenshots show
the content as plain text which doesn't support lists.

Steve


On 24 June 2013 14:36, KalyanaChakravarthy MP
 wrote:
> Hi all
>
>
>
> Ticket Note text area number and bulleted list  not working .
>
>
>
> Exmple:
>
> 1.   Test
>
> 2.   Test2
>
> 3.   Test3
>
> But ticket view showing
>
>
>
> -  Test
>
> -  Tset2
>
> -  Test3
>
> Same way bulleted list also showing ‘-‘ anybody know  how to added number
> and bullete list  works
>
>
>
> Regards,
>
> Kalyana chakravarthy M .P,
>
>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] customer auto reply stop

[Steven Carr]

Create postmaster filters to look for the mail headers...

x-auto-response-suppress
x-autorespond
precedence or x-precedence with value "auto_reply", "bulk" or "junk"
auto-submitted with value "auto-replied"

From... 
http://stackoverflow.com/questions/1027395/detecting-outlook-autoreply-out-of-office-emails



On 24 June 2013 11:58, KalyanaChakravarthy MP
 wrote:
> Hi All,
>
>
>
> OTRS notification system sending customer notification and customer also
> replying email ticket update is fine. Customer some time set as auto reply
> like I am out office like some other auto reply  . this type auto reply how
> stop anybody let know
>
>
>
> Postmaster filter option I set  subject out of office filter and hear set
> OTRS ignore – yes it is working fine,
>
>
>
> Anybody help other way stop the auto reply mails.
>
>
>
> Thank you,
>
> Regards,
>
> Kalyana chakravarthy M .P,
>
>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] new process ticket to customer

[Steven Carr]

Asking the same question 3 times isn't going to get a reply. If
someone knew the answer they would have responded already.

Your best bet for implementing process functionality is to have paid
OTRS Support then you can call on support whenever you need it, and if
you're implementing something like this then it's clearly critical to
the business function so can be justified.

Steve


On 12 June 2013 13:53, Evan Lynd  wrote:
> Hello all,
>
> I'm new here and need your help..
>
> I've created a new process in the 'Process Management' with many flows and
> it's working fine.
> I have a question.. How can I give permissions/configure this process to the
> 'Customer Interface'?
>
> OR
>
> How can I give permissions to users from ldap to access this menu option in
> the 'Agent Interface'?
>
> Thank you very much.
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] Notify Users

[Steven Carr]

What about it don't you understand? It's a very simplistic method to
notify customers their ticket has been closed.

You create a new Notification (Event), set the criteria to trigger the
notification, then specify what content is sent to the customer of the
ticket.

Steve

On 12 June 2013 02:53, Kaushal Shriyan  wrote:
> 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
>
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Re: [otrs] Backup and Restore pearl script - success? failure?

[Steven Carr]

Permissions as in the permissions on the user account to access the
actual database, in MySQL these are stored in separate system tables,
don't know where or how PG stores that information. OTRS permissions
are stored in the OTRS tables, so they will be backed up/restored.


On 10 June 2013 16:41, Paul Simons  wrote:
> Hum nice idea for the attachments - I'll look closely at that.
> Could you expand on your 'permissions' - which permissions - I thought they 
> were restored from the SQL file.
> Regards
>
> ___
> Paul Simons
>
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
> Steven Carr
> Sent: Monday, June 10, 2013 5:25 PM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Backup and Restore pearl script - success? failure?
>
> Not used Postgres but with MySQL you need to prep the environment for the 
> database i.e. create the user and database and assign permissions.
> Then the restore will create all the tables and restore the data.
>
> Can't say I've ever liked the idea of an "all in one" backup/restore script. 
> I have MySQL backups nightly with transaction logs every 6 hours so can roll 
> the database back/forward to when needed and I take snapshot backups of the 
> /opt/otrs filesystem to be able to restore.
> For ease of management we store the attachments in the database.
>
> Steve
>
>
>
> On 10 June 2013 16:10, Paul Simons  wrote:
>> Has anybody successfully used the 'backup.pl' and 'restore.pl'?
>> If so what preparation did you do before running the scripts?
>> - new PostgreSQL database?
>> - from template 0?
>> - load schema before
>> - create user, role?
>> - etc
>>
>> The documentation is a little light on the preceding steps Regard
>>
>> ___
>> Paul Simons
>>
>> 
>>
>> Disclaimer: This e-mail (and any attachments to it) is confidential and 
>> intended solely for the named person/s to whom it is addressed. If you are 
>> not an intended recipient, please notify us immediately and delete the email 
>> from your system. Any review, dissemination or other use of it in these 
>> circumstances is prohibited.
>> -
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
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>
> 
>
> Disclaimer: This e-mail (and any attachments to it) is confidential and 
> intended solely for the named person/s to whom it is addressed. If you are 
> not an intended recipient, please notify us immediately and delete the email 
> from your system. Any review, dissemination or other use of it in these 
> circumstances is prohibited.
> -
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Re: [otrs] Backup and Restore pearl script - success? failure?

[Steven Carr]

Not used Postgres but with MySQL you need to prep the environment for
the database i.e. create the user and database and assign permissions.
Then the restore will create all the tables and restore the data.

Can't say I've ever liked the idea of an "all in one" backup/restore
script. I have MySQL backups nightly with transaction logs every 6
hours so can roll the database back/forward to when needed and I take
snapshot backups of the /opt/otrs filesystem to be able to restore.
For ease of management we store the attachments in the database.

Steve



On 10 June 2013 16:10, Paul Simons  wrote:
> Has anybody successfully used the 'backup.pl' and 'restore.pl'?
> If so what preparation did you do before running the scripts?
> - new PostgreSQL database?
> - from template 0?
> - load schema before
> - create user, role?
> - etc
>
> The documentation is a little light on the preceding steps
> Regard
>
> ___
> Paul Simons
>
> 
>
> Disclaimer: This e-mail (and any attachments to it) is confidential and 
> intended solely for the named person/s to whom it is addressed. If you are 
> not an intended recipient, please notify us immediately and delete the email 
> from your system. Any review, dissemination or other use of it in these 
> circumstances is prohibited.
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
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Re: [otrs] NotificationSenderEmail and ticket closure issues

[Steven Carr]

AFAIK this is not possible, the notifications use the
NotificationSenderName and NotificationSenderEmail values you have set
in SysConfig. You could specify a "no-reply" and use something generic
for the notifications.

Steve

On 10 June 2013 05:50, Kaushal Shriyan  wrote:
>
>
> On Mon, Jun 3, 2013 at 9:39 PM, Kaushal Shriyan 
> wrote:
>>
>> On Mon, Jun 3, 2013 at 7:47 PM, Kaushal Shriyan 
>> wrote:
>>>
>>> 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
>
> -
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Re: [otrs] Append Messages to a OTRS ticket with subject line intact

[Steven Carr]

On 31 May 2013 18:33, Alf Delgado  wrote:
> Forgot to add the link. Here it goes:
>
> [1] 
> http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons/feature-add-on-agent-email-interface/

You have to pay for that add-on, it's not included in the OSS version.
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Re: [otrs] Append Messages to a OTRS ticket with subject line intact

[Steven Carr]

No, all agent replies have to be made via the agent web interface not via email.



On 27 May 2013 17:13, Kaushal Shriyan  wrote:
> On Mon, May 27, 2013 at 8:16 PM, Gerald Young  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
>
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Re: [otrs] ITSM Upgrade to 3.2.4 failing

[Steven Carr]

I think the POST_MAX variable is configured in Framework -> Core::Web ->
WebMaxFileUpload


On 20 May 2013 19:00, Marty Hillman  wrote:

> Progress.  Downloading and performing the manual install gives me the
> following error:
>
> ** **
> 413 Request entity too large - POST_MAX=16384KB
>
> ** **
>
> That tells me that somehow my max_allowed_packet is not large enough even
> though it is set to 20M.  Odd.  Changing it to 40M.
>
> ** **
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Marty Hillman
> *Sent:* Monday, May 20, 2013 12:52 PM
>
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] ITSM Upgrade to 3.2.4 failing
>
> ** **
>
> I will make that my next shot.  In the meantime, I manually installed all
> of the ITSM packages one by one and am attempting a reinstall.  It times
> out, but shows ITSM installed as well as available for install.
>
> ** **
>
> I will give the manual method a shot next.  Thanks for your help.
>
> ** **
>
> *From:* Steven Carr [mailto:sjc...@gmail.com ]
> *Sent:* Monday, May 20, 2013 12:45 PM
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] ITSM Upgrade to 3.2.4 failing
>
> ** **
>
> Have you tried manually downloading and uploading the ITSM packages into
> OTRS? Just incase it's something to do with downloading the packages
> on-the-fly?
>
> http://ftp.otrs.org/pub/otrs/itsm/bundle32/ITSM-3.2.4.opm
>
> ** **
>
> On 20 May 2013 18:34, Marty Hillman  wrote:
>
> This is Ubuntu 12.04 LTS.  Just changed the full SetPermissions
> commandline to the following:
>
>  
>
> /opt/otrs# bin/otrs.SetPermissions.pl /opt/otrs --otrs-user=otrs
> --web-user=www-data --otrs-group=otrs --web-group=www-data
>
>  
>
> Restarted the system and then went through the admin interface and
> attempted an upgrade again.  I get the same error.
>
>  
>
> Ran the otrs.CheckModules.pm with the following results:
>
>  
>
> /opt/otrs# bin/otrs.CheckModules.pl
>
>   o CGI..ok (v3.63)
>
>   o Crypt::PasswdMD5.ok (v1.3)
>
>   o Crypt::SSLeayok (v0.57)
>
>   o CSS::Minifierok (v0.01)
>
>   o Date::Format.ok (v2.24)
>
>   o Date::Pcalc..ok (v1.2)
>
>   o DBI..ok (v1.616)
>
>   o DBD::mysql...ok (v4.020)
>
>   o DBD::ODBCNot installed! (optional - Required
> to connect to a MS-SQL database.)
>
>   o DBD::Oracle..Not installed! (optional - Required
> to connect to a Oracle database.)
>
>   o DBD::Pg..Not installed! (optional - Required
> to connect to a PostgreSQL database.)
>
>   o Digest::MD5..ok (v2.51)
>
>   o Digest::SHA::PurePerlok (v5.81)
>
>   o Digest::SHA..ok (v5.61)
>
>   o Encode::HanExtra.Not installed! (optional - Required
> to handle mails with several Chinese character sets.)
>
>   o Encode::Locale...ok (v1.03)
>
>   o GD...ok (v2.46)
>
> o GD::Text...ok (v0.86)
>
> o GD::Graph..ok (v1.44)
>
>   o IO::Scalar...ok (v2.110)
>
>   o IO::Wrap.ok (v2.110)
>
>   o JavaScript::Minifier.ok (v1.05)
>
>   o JSON.ok (v2.53)
>
> o JSON::PP...ok (v2.27200)
>
> o JSON::XS...ok (v2.32)
>
>   o Locale::Codesok (v3.24)
>
>   o LWP::UserAgent...ok (v6.04)
>
>   o Mail::Internet...ok (v2.12)
>
>   o Mail::POP3Client.ok (v1.2)
>
> o IO::Socket::SSLok (v1.53)
>
>   o Mail::IMAPClient.Not installed! (optional - Required
> for IMAP TLS connections.)
>
> o IO::Socket::SSLok (v1.53)
>
>   o MIME::Base64.ok (v3.13)
>
>   o MIME::Tools..ok (v5.503)
>
>   o ModPerl::Utilok (v2.05)
>
> o Apache::DBIok (v1.11)
>
> o Apache2::Reloadok (v0.12)
>
>   o Net::DNS.ok (v0.66)
>
>   o Net::POP3.

Re: [otrs] ITSM Upgrade to 3.2.4 failing

[Steven Carr]

I::Escapeok (v3.31)
>
>   o Scalar::Util.ok (v1.23)
>
>   o YAML::XS.Not installed! (required - use "perl
> -MCPAN -e shell;" - )
>
> ** **
>
> Ran “apt-get install libconfig-yaml-perl” to take care of the final
> requirement.  I am not sure if this is a new requirement, but things were
> running fine under 3.2.2.  Figured I would go ahead and run the following
> while I am at it.
>
> ** **
>
> apt-get update
>
> apt-get upgrade
>
> apt-get dist-upgrade
>
> ** **
>
> Tried everything again and I still get the same error.
>
> ** **
>
> *From:* Steven Carr [mailto:sjc...@gmail.com]
> *Sent:* Monday, May 20, 2013 12:06 PM
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] ITSM Upgrade to 3.2.4 failing
>
> ** **
>
> Have you tried running otrs.CheckModules.pl to see if there is anything
> else missing?
>
> ** **
>
> On 20 May 2013 17:58, Marty Hillman  wrote:
>
> This is a bit odd.  It is not telling me specifically which error
> occurred.  I have tried uninstalling the ITSM 3.2.2 packages, but that
> seems to take me back to the list without any errors and does not appear to
> complete the uninstall.  I finally got the error below when attempting to
> run an upgrade.  Any thoughts?  I am guessing it is a permissions error
> somewhere, but I ran “/opt/otrs/bin/SetPermissions.pl /opt/otrs” and it
> appeared to function properly.  The ITSM upgrade fails through the browser
> every time.
>
>  
> Oops! An Error occurred.Error Message: Package is not installed,
> can't upgrade!
>
> . 
>
> You can Send a bugreport or go back to the previous 
> page<http://otrsdev.equuscs.com/index.pl>.
> 
> Error Details:Error Details
>
> Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Mon May 20
> 11:53:17 2013 Message: Package is not installed, can't upgrade!
> RemoteAddress: 172.18.3.20 RequestURI: /index.pl Traceback (11895):
> Module: Kernel::System::Package::PackageUpgrade (OTRS 3.2.6) Line: 614
> Module: Kernel::Modules::AdminPackageManager::_UpgradeHandling (OTRS 3.2.6)
> Line: 1563 Module: Kernel::Modules::AdminPackageManager::Run (OTRS 3.2.6)
> Line: 718 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.6)
> Line: 863 Module:
> ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
> (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module:
> ModPerl::RegistryCooker::run (v1.99) Line: 204 Module:
> ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module:
> ModPerl::Registry::handler (v1.99) Line: 31
>
>  
>
>  
>
> [image: http://intranet.equuscs.com/mishelp/Faq/email-signature/logo.png]*
> ***
>
> 5801 Clearwater Drive, Minnetonka, MN 55343 
>
> *P** *612.617.4333 | *M *612.412.1098 | *E mhill...@equuscs.com* 
>
>  
>
>  
>
>
> -
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> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
> ** **
>
> -
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Re: [otrs] ITSM Upgrade to 3.2.4 failing

[Steven Carr]

Have you tried running otrs.CheckModules.pl to see if there is anything
else missing?


On 20 May 2013 17:58, Marty Hillman  wrote:

> This is a bit odd.  It is not telling me specifically which error
> occurred.  I have tried uninstalling the ITSM 3.2.2 packages, but that
> seems to take me back to the list without any errors and does not appear to
> complete the uninstall.  I finally got the error below when attempting to
> run an upgrade.  Any thoughts?  I am guessing it is a permissions error
> somewhere, but I ran “/opt/otrs/bin/SetPermissions.pl /opt/otrs” and it
> appeared to function properly.  The ITSM upgrade fails through the browser
> every time.
>
> ** **
> Oops! An Error occurred.Error Message: Package is not installed,
> can't upgrade!
>
> . 
>
> 
>
> You can Send a bugreport or go back to the previous 
> page.
> 
> Error Details:Error Details
>
> Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Mon May 20
> 11:53:17 2013 Message: Package is not installed, can't upgrade!
> RemoteAddress: 172.18.3.20 RequestURI: /index.pl Traceback (11895):
> Module: Kernel::System::Package::PackageUpgrade (OTRS 3.2.6) Line: 614
> Module: Kernel::Modules::AdminPackageManager::_UpgradeHandling (OTRS 3.2.6)
> Line: 1563 Module: Kernel::Modules::AdminPackageManager::Run (OTRS 3.2.6)
> Line: 718 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.6)
> Line: 863 Module:
> ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
> (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module:
> ModPerl::RegistryCooker::run (v1.99) Line: 204 Module:
> ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module:
> ModPerl::Registry::handler (v1.99) Line: 31
>
> ** **
>
> ** **
>
> [image: http://intranet.equuscs.com/mishelp/Faq/email-signature/logo.png]*
> ***
>
> 5801 Clearwater Drive, Minnetonka, MN 55343 
>
> *P** *612.617.4333 | *M** *612.412.1098 | *E** mhill...@equuscs.com* 
>
> ** **
>
> ** **
>
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>
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Re: [otrs] OTRS 3.1.7 on Debian 6

[Steven Carr]

So that ACL will only work in the portal. To redirect incoming emails
you will need to use Postmaster filters to tag the email with the
correct queue.


2013/5/14 Stefano Ricci :
> by email
>
> but with this role i force also the customer portal to open only ticket in
> the selected queue
>
>
> On martedì 14 maggio 2013 12:30:56, Steven Carr wrote:
>>
>> How is the ticket being created? Through the customer portal or by email?
>>
>> 2013/5/14 Stefano Ricci :
>>>
>>> this is the problem... i restart apache but otrs continue to sent new
>>> ticket
>>> in QUEUE1 instead of QUEUE2
>>>
>>>
>>> On martedì 14 maggio 2013 11:06:33, Steven Carr wrote:
>>>>
>>>>
>>>> Depending on how you've configured OTRS to link in to Apache it will
>>>> either reload that change automatically when you save Config.pm, or
>>>> you will need to restart Apache to make the change active.
>>>>
>>>>
>>>> 2013/5/14 Stefano Ricci :
>>>>>
>>>>>
>>>>> in my Config.pm, i change an ACL, to use an other queue when ticket is
>>>>> open.
>>>>> al other configurations anc acl works fine
>>>>>
>>>>>
>>>>> i cange only this:
>>>>>
>>>>>
>>>>>
>>>>> $Self->{TicketAcl}->{'-customers-queue'} =
>>>>>   {
>>>>>   Properties =>
>>>>>   {
>>>>>   Frontend =>
>>>>>   {
>>>>>   Action => ['CustomerTicketMessage'],
>>>>>   },
>>>>>   CustomerUser =>
>>>>>   {
>>>>>   UserLogin =>
>>>>> ['[RegExp]@customer.com$'],
>>>>>   },
>>>>>   },
>>>>>   Possible =>
>>>>>   {
>>>>>   Ticket =>
>>>>>   {
>>>>>   Queue => ['QUEUE1'],
>>>>>   },
>>>>>   },
>>>>>   };
>>>>>
>>>>> with this:
>>>>>
>>>>> $Self->{TicketAcl}->{'-customers-queue'} =
>>>>>   {
>>>>>   Properties =>
>>>>>   {
>>>>>   Frontend =>
>>>>>   {
>>>>>   Action => ['CustomerTicketMessage'],
>>>>>   },
>>>>>       CustomerUser =>
>>>>>   {
>>>>>   UserLogin =>
>>>>> ['[RegExp]@customer.com$'],
>>>>>   },
>>>>>   },
>>>>>   Possible =>
>>>>>   {
>>>>>   Ticket =>
>>>>>   {
>>>>>   Queue => ['QUEUE2'],
>>>>>   },
>>>>>   },
>>>>>   };
>>>>>
>>>>>
>>>>> after i change the QUEUE1 with QUEUE2, ticket continue to go in QUEUE1,
>>>>> i
>>>>> use this to move in the correct queue the new tickets.
>>>>>
>>>>> under windows to apply this change i run the script in
>>>>> OTRS/otrs4win/Script/OTRSServiceRestart.bat... in this script are
>>>>> restarted
>>>>> apache, mysql, cron, otrs scheduler
>>>>>
>>>>> i want to know if exist a similar script to do this under linux
>>>>>
>>>>>
>>>>> On martedì 14 maggio 2013 10:25:57, Steven Carr wrote:
>>>>>>
>>>>>>
>>>>>>
>>>>>> RebuildConfig does not reload the configuration, it rewrites the
>>>>>> configuration so that it is cor

Re: [otrs] OTRS 3.1.7 on Debian 6

[Steven Carr]

How is the ticket being created? Through the customer portal or by email?

2013/5/14 Stefano Ricci :
> this is the problem... i restart apache but otrs continue to sent new ticket
> in QUEUE1 instead of QUEUE2
>
>
> On martedì 14 maggio 2013 11:06:33, Steven Carr wrote:
>>
>> Depending on how you've configured OTRS to link in to Apache it will
>> either reload that change automatically when you save Config.pm, or
>> you will need to restart Apache to make the change active.
>>
>>
>> 2013/5/14 Stefano Ricci :
>>>
>>> in my Config.pm, i change an ACL, to use an other queue when ticket is
>>> open.
>>> al other configurations anc acl works fine
>>>
>>>
>>> i cange only this:
>>>
>>>
>>>
>>> $Self->{TicketAcl}->{'-customers-queue'} =
>>>  {
>>>  Properties =>
>>>  {
>>>  Frontend =>
>>>  {
>>>  Action => ['CustomerTicketMessage'],
>>>  },
>>>  CustomerUser =>
>>>  {
>>>  UserLogin => ['[RegExp]@customer.com$'],
>>>  },
>>>  },
>>>  Possible =>
>>>  {
>>>  Ticket =>
>>>  {
>>>  Queue => ['QUEUE1'],
>>>  },
>>>  },
>>>  };
>>>
>>> with this:
>>>
>>> $Self->{TicketAcl}->{'-customers-queue'} =
>>>  {
>>>  Properties =>
>>>  {
>>>  Frontend =>
>>>  {
>>>  Action => ['CustomerTicketMessage'],
>>>  },
>>>  CustomerUser =>
>>>  {
>>>  UserLogin => ['[RegExp]@customer.com$'],
>>>  },
>>>  },
>>>  Possible =>
>>>  {
>>>      Ticket =>
>>>  {
>>>  Queue => ['QUEUE2'],
>>>  },
>>>  },
>>>  };
>>>
>>>
>>> after i change the QUEUE1 with QUEUE2, ticket continue to go in QUEUE1, i
>>> use this to move in the correct queue the new tickets.
>>>
>>> under windows to apply this change i run the script in
>>> OTRS/otrs4win/Script/OTRSServiceRestart.bat... in this script are
>>> restarted
>>> apache, mysql, cron, otrs scheduler
>>>
>>> i want to know if exist a similar script to do this under linux
>>>
>>>
>>> On martedì 14 maggio 2013 10:25:57, Steven Carr wrote:
>>>>
>>>>
>>>> RebuildConfig does not reload the configuration, it rewrites the
>>>> configuration so that it is correct for your version of OTRS.
>>>>
>>>> So if your Apache and Cron are running then what exactly isn't
>>>> working? If you remove your custom ACL does it start working again? if
>>>> so then post your ACL so we can see what it looks like.
>>>>
>>>>
>>>> 2013/5/14 Stefano Ricci :
>>>>>
>>>>>
>>>>> apache and cron run without errors...
>>>>>
>>>>> i check also the otrs log in otrs/var/log/otrs.log, and i not found
>>>>> error
>>>>>
>>>>> there is a script in otrs/bin that i can use to force the reload of
>>>>> configurations,  bin/otrs.RebuildConfig.pl not seems work
>>>>>
>>>>>
>>>>> On lunedì 13 maggio 2013 18:33:10, Steven Carr wrote:
>>>>>>
>>>>>>
>>>>>>
>>>>>> Check the apache/cron logs in /var/logs
>>>>>>
>>>>>> 2013/5/13 Stefano Ricci :
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> also the test 3 is failed

Re: [otrs] OTRS 3.1.7 on Debian 6

[Steven Carr]

Depending on how you've configured OTRS to link in to Apache it will
either reload that change automatically when you save Config.pm, or
you will need to restart Apache to make the change active.


2013/5/14 Stefano Ricci :
> in my Config.pm, i change an ACL, to use an other queue when ticket is open.
> al other configurations anc acl works fine
>
>
> i cange only this:
>
>
>
> $Self->{TicketAcl}->{'-customers-queue'} =
> {
> Properties =>
> {
> Frontend =>
> {
> Action => ['CustomerTicketMessage'],
> },
> CustomerUser =>
> {
> UserLogin => ['[RegExp]@customer.com$'],
> },
> },
> Possible =>
> {
> Ticket =>
> {
> Queue => ['QUEUE1'],
> },
> },
> };
>
> with this:
>
> $Self->{TicketAcl}->{'-customers-queue'} =
> {
> Properties =>
> {
> Frontend =>
> {
> Action => ['CustomerTicketMessage'],
> },
> CustomerUser =>
> {
> UserLogin => ['[RegExp]@customer.com$'],
> },
> },
> Possible =>
> {
> Ticket =>
> {
> Queue => ['QUEUE2'],
> },
> },
> };
>
>
> after i change the QUEUE1 with QUEUE2, ticket continue to go in QUEUE1, i
> use this to move in the correct queue the new tickets.
>
> under windows to apply this change i run the script in
> OTRS/otrs4win/Script/OTRSServiceRestart.bat... in this script are restarted
> apache, mysql, cron, otrs scheduler
>
> i want to know if exist a similar script to do this under linux
>
>
> On martedì 14 maggio 2013 10:25:57, Steven Carr wrote:
>>
>> RebuildConfig does not reload the configuration, it rewrites the
>> configuration so that it is correct for your version of OTRS.
>>
>> So if your Apache and Cron are running then what exactly isn't
>> working? If you remove your custom ACL does it start working again? if
>> so then post your ACL so we can see what it looks like.
>>
>>
>> 2013/5/14 Stefano Ricci :
>>>
>>> apache and cron run without errors...
>>>
>>> i check also the otrs log in otrs/var/log/otrs.log, and i not found
>>> error
>>>
>>> there is a script in otrs/bin that i can use to force the reload of
>>> configurations,  bin/otrs.RebuildConfig.pl not seems work
>>>
>>>
>>> On lunedì 13 maggio 2013 18:33:10, Steven Carr wrote:
>>>>
>>>>
>>>> Check the apache/cron logs in /var/logs
>>>>
>>>> 2013/5/13 Stefano Ricci :
>>>>>
>>>>>
>>>>> also the test 3 is failed
>>>>>
>>>>>
>>>>> On 13/05/2013 17:26, Stefano Ricci wrote:
>>>>>
>>>>> Hi,
>>>>> i move my otrs environment from windows server to a debian server.
>>>>>
>>>>> On windows, after edit of the kernel/config.pm, i have to run a script
>>>>> to
>>>>> restart apache, cron, mysql.
>>>>>
>>>>> After the installation of otrs on debian, i see that the software
>>>>> reload
>>>>> automaticaly the changes... but now at the end of migration, it seems
>>>>> not
>>>>> work.
>>>>>
>>>>> Test 1: manual restart of cron, apache --> failed, config.pm not
>>>>> reloaded
>>>>> Test 2: manual stop of cron, apache; run script
>>>>> bin/otrs.RebuildConfig.pl
>>>>> and bin/otrs.DeleteCache.pl; manual start of cron apache -> failed -->
>>>>> failed, config.pm not reloaded
>>>>> Test 3: Test 2 and after a reboot of the debian machine
>>>>>
>>>>> What's my error?
>>>>>
>

Re: [otrs] OTRS 3.1.7 on Debian 6

[Steven Carr]

RebuildConfig does not reload the configuration, it rewrites the
configuration so that it is correct for your version of OTRS.

So if your Apache and Cron are running then what exactly isn't
working? If you remove your custom ACL does it start working again? if
so then post your ACL so we can see what it looks like.


2013/5/14 Stefano Ricci :
> apache and cron run without errors...
>
> i check also the otrs log in otrs/var/log/otrs.log, and i not found
> error
>
> there is a script in otrs/bin that i can use to force the reload of
> configurations,  bin/otrs.RebuildConfig.pl not seems work
>
>
> On lunedì 13 maggio 2013 18:33:10, Steven Carr wrote:
>>
>> Check the apache/cron logs in /var/logs
>>
>> 2013/5/13 Stefano Ricci :
>>>
>>> also the test 3 is failed
>>>
>>>
>>> On 13/05/2013 17:26, Stefano Ricci wrote:
>>>
>>> Hi,
>>> i move my otrs environment from windows server to a debian server.
>>>
>>> On windows, after edit of the kernel/config.pm, i have to run a script to
>>> restart apache, cron, mysql.
>>>
>>> After the installation of otrs on debian, i see that the software reload
>>> automaticaly the changes... but now at the end of migration, it seems not
>>> work.
>>>
>>> Test 1: manual restart of cron, apache --> failed, config.pm not reloaded
>>> Test 2: manual stop of cron, apache; run script bin/otrs.RebuildConfig.pl
>>> and bin/otrs.DeleteCache.pl; manual start of cron apache -> failed -->
>>> failed, config.pm not reloaded
>>> Test 3: Test 2 and after a reboot of the debian machine
>>>
>>> What's my error?
>>>
>>> In my config.pm i modify a custom ACL rule.
>>>
>>>
>>> thanks for the help
>>>
>>> --
>>> Stefano Ricci
>>>
>>>
>>> -
>>> 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
>>>
>>>
>>> --
>>> Stefano Ricci
>>> ICT Consultant
>>>
>>> mobile: (+39) 340 07 56 067
>>> email: stefano.ri...@riccimatic.com
>>> skype: riccimatic
>>> web site: http://www.riccimatic.com
>>>
>>> PIVA: IT 07400870965
>>>
>>>
>>> Privacy
>>> In ottemperanza al decreto legislativo del 30 giugno 2003 n 196, le
>>> fornisco
>>> alcune informazioni circa l’utilizzo dei suoi dati personali, i quali
>>> provengono da sua comunicazione spontanea nei miei confronti, da
>>> precedenti
>>> contatti, da fonti di pubblico dominio.
>>>
>>> I suoi dati saranno trattati esclusivamente al fine di soddisfare le sue
>>> esigenze.
>>>
>>> Senza il loro trattamento, cui lei consente automaticamente proseguendo
>>> nell’interscambio informativo, l'unica conseguenza sarà che tali finalità
>>> non potranno essere realizzate.
>>>
>>> Il trattamento sarà realizzato mediante strumenti informatici e
>>> telematici.
>>>
>>> Tali dati non saranno comunicati o accessibili a terzi, salvo i casi
>>> previsti dalla legge, inoltre le sono riconosciuti i diritti di cui
>>> all'articolo 7 del decreto legislativo 196/2003.
>>>
>>> La prego di non procedere alla comunicazione dei suoi dati sensibili,
>>> ossia
>>> i dati idonei a rilevare l'origine razziale ed etnica, le convinzioni
>>> religiose, filosofiche o di altro genere, le opinioni politiche,
>>> l'adesione
>>> a partiti, sindacati, associazioni o organizzazioni a carattere
>>> religioso,
>>> filosofico, politico o sindacale, nonché idonei a rilevare lo stato di
>>> salute e la vita sessuale, in quanto per questi dati non detengo
>>> l'autorizzazione necessaria al trattamento, ai sensi del 196/2003.
>>>
>>> Inoltre questo messaggio di posta elettronica contiene informazioni di
>>> carattere confidenziale rivolte esclusivamente al destinatario sopra
>>> indicato, e tutelate dal 196/2003.
>>>
>>> Ne è vietato l'uso, la diffusione, distribuzione o riproduzione da parte
>>> di
>>> ogni altra persona.
>>>
>>> Nel caso aveste ricevuto questo messaggio di posta elettronica per
>>> errore,
>>> siete pregati di s

Re: [otrs] OTRS 3.1.7 on Debian 6

[Steven Carr]

Check the apache/cron logs in /var/logs

2013/5/13 Stefano Ricci :
> also the test 3 is failed
>
>
> On 13/05/2013 17:26, Stefano Ricci wrote:
>
> Hi,
> i move my otrs environment from windows server to a debian server.
>
> On windows, after edit of the kernel/config.pm, i have to run a script to
> restart apache, cron, mysql.
>
> After the installation of otrs on debian, i see that the software reload
> automaticaly the changes... but now at the end of migration, it seems not
> work.
>
> Test 1: manual restart of cron, apache --> failed, config.pm not reloaded
> Test 2: manual stop of cron, apache; run script bin/otrs.RebuildConfig.pl
> and bin/otrs.DeleteCache.pl; manual start of cron apache -> failed -->
> failed, config.pm not reloaded
> Test 3: Test 2 and after a reboot of the debian machine
>
> What's my error?
>
> In my config.pm i modify a custom ACL rule.
>
>
> thanks for the help
>
> --
> Stefano Ricci
>
>
> -
> 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
>
>
> --
> Stefano Ricci
> ICT Consultant
>
> mobile: (+39) 340 07 56 067
> email: stefano.ri...@riccimatic.com
> skype: riccimatic
> web site: http://www.riccimatic.com
>
> PIVA: IT 07400870965
>
>
> Privacy
> In ottemperanza al decreto legislativo del 30 giugno 2003 n 196, le fornisco
> alcune informazioni circa l’utilizzo dei suoi dati personali, i quali
> provengono da sua comunicazione spontanea nei miei confronti, da precedenti
> contatti, da fonti di pubblico dominio.
>
> I suoi dati saranno trattati esclusivamente al fine di soddisfare le sue
> esigenze.
>
> Senza il loro trattamento, cui lei consente automaticamente proseguendo
> nell’interscambio informativo, l'unica conseguenza sarà che tali finalità
> non potranno essere realizzate.
>
> Il trattamento sarà realizzato mediante strumenti informatici e telematici.
>
> Tali dati non saranno comunicati o accessibili a terzi, salvo i casi
> previsti dalla legge, inoltre le sono riconosciuti i diritti di cui
> all'articolo 7 del decreto legislativo 196/2003.
>
> La prego di non procedere alla comunicazione dei suoi dati sensibili, ossia
> i dati idonei a rilevare l'origine razziale ed etnica, le convinzioni
> religiose, filosofiche o di altro genere, le opinioni politiche, l'adesione
> a partiti, sindacati, associazioni o organizzazioni a carattere religioso,
> filosofico, politico o sindacale, nonché idonei a rilevare lo stato di
> salute e la vita sessuale, in quanto per questi dati non detengo
> l'autorizzazione necessaria al trattamento, ai sensi del 196/2003.
>
> Inoltre questo messaggio di posta elettronica contiene informazioni di
> carattere confidenziale rivolte esclusivamente al destinatario sopra
> indicato, e tutelate dal 196/2003.
>
> Ne è vietato l'uso, la diffusione, distribuzione o riproduzione da parte di
> ogni altra persona.
>
> Nel caso aveste ricevuto questo messaggio di posta elettronica per errore,
> siete pregati di segnalarlo immediatamente al mittente e distruggere quanto
> ricevuto senza farne copia.
>
> Qualsivoglia utilizzo non autorizzato del contenuto di questo messaggio
> costituisce violazione dell'obbligo di non prendere cognizione della
> corrispondenza tra altri soggetti, salvo più grave illecito, ed espone il
> responsabile alle relative conseguenze.
>
> La legge che governa l’interscambio informativo tra lei e me è quella
> italiana, mentre il foro competente è esclusivamente quello di Milano. Nel
> caso lei risieda in uno stato differente dovrà verificare in autonomia e
> sotto la sua responsabilità che le norme locali non siano in contrasto con
> quelle italiane.
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
-
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Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] from address query

[Steven Carr]

Check Ticket::DefineEmailFrom under Ticket -> Core::Ticket

I have this set to "System Address Display Name" which uses the name
you define for the address. I suspect this is set to "Agent Name" on
your system.

On 8 May 2013 11:28, Darshak Modi  wrote:
> Hi,
> For different queues, I have set different from email address.
>
> When replying from web interface, it displays right from address but the
> Name before from Address it displays wrong.
> e.g I have set system address as supp...@xyz.com, I think its because I am
> logged in as Darshak.
>
> But If I reply, it shows Darshak , so for customer the mail
> address from displayed is Darshak. But that would be wrong.
> Is this standard behavior or I can change ?
>
> Thanks
> Darshak
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
-
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Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] Whitelist IPs for login

[Steven Carr]

Though if you want to restrict who can access the Agent GUI by IP
address then you will need to look at the Apache allow/deny
configuration directives.

On 1 May 2013 10:02, Jens Bothe  wrote:
> Login is granted by username and password only
>
> Jens Bothe
> Sent from mobile/cell
>
> Am 01.05.2013 um 10:53 schrieb Jean BROW :
>
>> Hi,
>>
>> Anyone know how I can whitelist the IPs that are allowed to logon as agents 
>> to 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
-
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Re: [otrs] notification send formatted

[Steven Carr]

So you'll need to work through the code like I did and find out where they
get chopped. (hint: start with the PostMasterMailbox script)


On 29 April 2013 09:03, Darshak Modi  wrote:

> Thanks a lot sir,
> This worked for HTML mails. But not for mails sentas text only.
>
>
>
> On 28-04-2013 PM 02:25, Steven Carr wrote:
>
>> So if you look at the actual OTRS code, the optimising starts there...
>>
>> https://github.com/OTRS/otrs/**blob/rel-3_2/Kernel/System/**
>> HTMLUtils.pm#L157<https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L157>
>>   and also
>> https://github.com/OTRS/otrs/**blob/rel-3_2/Kernel/System/**
>> HTMLUtils.pm#L528<https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L528>
>>
>> If you don't want it to do that then modify the code, though make sure
>> you know what you've modified when it comes to upgrade time, and document
>> it for the poor person that has to pick up the pieces when you've moved on.
>>
>>
>>
>>
>>
>> On 28 April 2013 07:16, Darshak Modi > darshak.modi@**elitecore.com >> wrote:
>>
>> See the outputof notification sent to agent, the original mail
>> sent was text only. See the spaces between lines removed.
>>
>>
>> **Snap of Email******* test
>> test
>> test
>> test
>> test
>> * 1 FETCH (FLAGS (\Seen \Recent)
>> *
>>
>>
>>
>> On 27-04-2013 PM 07:16, Steven Carr wrote:
>>
>> How do you know the conversion is removing spaces/lines? Have
>> you looked at the text version of the email to compare? If
>> there is no text version of the email then how were multiple
>> lines/spaces encoded in the HTML version of the email?
>>
>> OTRS converts all incoming emails to plain text and stores a
>> copy of this in the database, IIRC this is what is used for
>> full text searching.
>>
>> Auto-reply notification emails to customers will have text
>> converted as the agent emails do. Replies sent to the customer
>> from the agent GUI will be sent as entered (e.g. if you have
>> richtext enabled then will be sent as HTML, otherwise as plain
>> text).
>>
>>
>>
>>
>> On 27 April 2013 14:27, Darshak Modi
>> > <mailto:darshak.modi@**elitecore.com 
>> >
>> <mailto:darshak.modi@**elitecore.com 
>> <mailto:darshak.modi@**elitecore.com >>>
>> wrote:
>>
>>
>> Thanks a lot. and yes you are right its not intended.
>> However, my understanding is, if there is good
>> functionality , it
>> can convert to text, but I see no logic to
>> reformat/removing spaces.
>> This may also help if we send notification to customer
>> where the
>> body remains unchanged.
>>
>>
>> Is it possible by modifying some file or so?
>>
>> On 27-04-2013 PM 06:01, Gerald Young wrote:
>>
>> No. It's not intended to do this, either. The point is
>> that
>> the agent will get an idea of the ticket, go to the
>> website,
>> and hIandle it.
>>
>>
>>
>> On Sat, Apr 27, 2013 at 12:37 AM, Darshak Modi
>> > <mailto:darshak.modi@**elitecore.com 
>> >
>> 
>> <mailto:darshak.modi@**elitecore.com
>> <mailto:darshak.modi@**elitecore.com 
>> >>
>> 
>> <mailto:darshak.modi@**elitecore.com
>> <mailto:darshak.modi@**elitecore.com 
>> >
>>
>> 
>> <mailto:darshak.modi@**elitecore.com
>> <mailto:darshak.modi@**elitecore.com >>>>
>> wrote:
>>
>> In notifications sent by OTRS to agents, I include
>> complete email
>> body,
>> But OTRS by default formats it , removes all spaces
>> between lines .
>>
>> Is there a way to stop this? OTRS will convert to
>> text, but it
>> should not reformat it.
>>
>>   --**
>> -

Re: [otrs] notification send formatted

[Steven Carr]

So if you look at the actual OTRS code, the optimising starts there...

https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L157
  and also
https://github.com/OTRS/otrs/blob/rel-3_2/Kernel/System/HTMLUtils.pm#L528

If you don't want it to do that then modify the code, though make sure you
know what you've modified when it comes to upgrade time, and document it
for the poor person that has to pick up the pieces when you've moved on.





On 28 April 2013 07:16, Darshak Modi  wrote:

> See the outputof notification sent to agent, the original mail sent was
> text only. See the spaces between lines removed.
>
>
> **Snap of Email*** test
> test
> test
> test
> test
> * 1 FETCH (FLAGS (\Seen \Recent)
> *****
>
>
>
> On 27-04-2013 PM 07:16, Steven Carr wrote:
>
>> How do you know the conversion is removing spaces/lines? Have you looked
>> at the text version of the email to compare? If there is no text version of
>> the email then how were multiple lines/spaces encoded in the HTML version
>> of the email?
>>
>> OTRS converts all incoming emails to plain text and stores a copy of this
>> in the database, IIRC this is what is used for full text searching.
>>
>> Auto-reply notification emails to customers will have text converted as
>> the agent emails do. Replies sent to the customer from the agent GUI will
>> be sent as entered (e.g. if you have richtext enabled then will be sent as
>> HTML, otherwise as plain text).
>>
>>
>>
>>
>> On 27 April 2013 14:27, Darshak Modi > darshak.modi@**elitecore.com >> wrote:
>>
>>
>> Thanks a lot. and yes you are right its not intended.
>> However, my understanding is, if there is good functionality , it
>> can convert to text, but I see no logic to reformat/removing spaces.
>> This may also help if we send notification to customer where the
>> body remains unchanged.
>>
>>
>> Is it possible by modifying some file or so?
>>
>> On 27-04-2013 PM 06:01, Gerald Young wrote:
>>
>> No. It's not intended to do this, either. The point is that
>> the agent will get an idea of the ticket, go to the website,
>> and hIandle it.
>>
>>
>>
>> On Sat, Apr 27, 2013 at 12:37 AM, Darshak Modi
>> > <mailto:darshak.modi@**elitecore.com 
>> >
>> <mailto:darshak.modi@**elitecore.com 
>>
>> <mailto:darshak.modi@**elitecore.com >>>
>> wrote:
>>
>> In notifications sent by OTRS to agents, I include
>> complete email
>> body,
>> But OTRS by default formats it , removes all spaces
>> between lines .
>>
>> Is there a way to stop this? OTRS will convert to text, but it
>> should not reformat it.
>>
>>--**
>> --**-
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: 
>> http://lists.otrs.org/**pipermail/otrs<http://lists.otrs.org/pipermail/otrs>
>> To unsubscribe: 
>> http://lists.otrs.org/cgi-bin/**listinfo/otrs<http://lists.otrs.org/cgi-bin/listinfo/otrs>
>>
>>
>>
>>
>> --**--**
>> -
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>>
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Re: [otrs] notification send formatted

[Steven Carr]

How do you know the conversion is removing spaces/lines? Have you looked at
the text version of the email to compare? If there is no text version of
the email then how were multiple lines/spaces encoded in the HTML version
of the email?

OTRS converts all incoming emails to plain text and stores a copy of this
in the database, IIRC this is what is used for full text searching.

Auto-reply notification emails to customers will have text converted as the
agent emails do. Replies sent to the customer from the agent GUI will be
sent as entered (e.g. if you have richtext enabled then will be sent as
HTML, otherwise as plain text).




On 27 April 2013 14:27, Darshak Modi  wrote:

>
> Thanks a lot. and yes you are right its not intended.
> However, my understanding is, if there is good functionality , it can
> convert to text, but I see no logic to reformat/removing spaces.
> This may also help if we send notification to customer where the body
> remains unchanged.
>
>
> Is it possible by modifying some file or so?
>
> On 27-04-2013 PM 06:01, Gerald Young wrote:
>
>> No. It's not intended to do this, either. The point is that the agent
>> will get an idea of the ticket, go to the website, and hIandle it.
>>
>>
>>
>> On Sat, Apr 27, 2013 at 12:37 AM, Darshak Modi <
>> darshak.m...@elitecore.com 
>> >
>> wrote:
>>
>> In notifications sent by OTRS to agents, I include complete email
>> body,
>> But OTRS by default formats it , removes all spaces between lines .
>>
>> Is there a way to stop this? OTRS will convert to text, but it
>> should not reformat it.
>>
>> --**--**
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Re: [otrs] /opt/otrs/certs/ not writable! in OTRS version 3.2.5 running on CentOS Linux version 6.4

[Steven Carr]

This is a self help forum, not official OTRS support.

If it is a "blocker" then you need to look at taking out paid support from
OTRS who can help you fix any problems you run into.


On 23 April 2013 18:29, Kaushal Shriyan  wrote:

>
> On Tue, Apr 23, 2013 at 2:42 PM, Steven Carr  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  wrote:
>>
>>> On Tue, Apr 23, 2013 at 1:39 PM, Steven Carr  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
>>>
>>>
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>>
>>
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>
>
> 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
>
>
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Re: [otrs] /opt/otrs/certs/ not writable! in OTRS version 3.2.5 running on CentOS Linux version 6.4

[Steven Carr]

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  wrote:

> On Tue, Apr 23, 2013 at 1:39 PM, Steven Carr  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
>
>
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Re: [otrs] /opt/otrs/certs/ not writable! in OTRS version 3.2.5 running on CentOS Linux version 6.4

[Steven Carr]

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.


On 23 April 2013 02:15, Kaushal Shriyan  wrote:

> 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
>
>
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Re: [otrs] No Company Tickets in CustomerTicketOverview

[Steven Carr]

That original method of company tickets no longer works (or at least I
couldn't get it to work either) in 3.2.

I had to set the following in my Config.pm to enable Company Customer
Support...
$Self->{CustomerUser}->{CustomerCompanySupport} = 1;

Then I had to go through each of my users and make sure they had the
correct company set to them (this should now show as a drop down list of
companies once the above setting is enabled), previously this was stored in
a different field (the additional one you had to create in the DB).

After that I had to go through old tickets and use the GenericAgent to
update the customer information on the tickets, replacing old values with
the new Company ID. Though you only need to do this if you want to show old
Company tickets in the customer interface, going forward they will be able
to see new Company tickets.

Takes a bit of time to get it all sorted but I got there in the end, and at
least now that it is done OTRS is supporting the company feature properly
rather than the old hack method.

Steve




On 22 April 2013 16:50, Rouven Sacha  wrote:

> **
>
> Dear List,
>
> i have a problem with otrs 3.2.1 not showing the Company Tickets in the
> CustomerTicketOverview "Company Tickets" Link. Instead a dialogue inviting
> the user to create a new ticket is being displayed.
>
> I have done the following so far:
>
> 1) I have create different customer-companies and have multiple users with
> the customer id of their customer-company assigned to them.
>
> 2) i have extended the database schema of customer_user table to add a
> column customer_ids (
> http://doc.otrs.org/3.2/en/html/customer-user-backend.html)
>
> 3) I have added the customer-company ID in the Customer IDs field of one
> user of the company
>
> 3) i have added this field description in
> /opt/otrs/Kernel/Config/Defaults.pm:
>
>[ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0, 'var',
> '', 0 ],
>
> 4) i have made sure (hint from IRC) that CustomerGroupSupport is disabled
>
> Still, the company tickets don't show for the one user that the customer
> IDs were added to - the "new ticket" dialogue is being displayed instead.
>
> Is there anything that i might have missed here or do i have a problem in
> my config? I have attached a copy of my SysConfig export .
>
> Any help is greatly appreciated!
>
> Thanks in advance,
>
> Rouven Sacha
>
>
>
>
>
> --
> Blinkenlichten Open Source Solutions
> Maass  Sacha GbR | Weigandufer 45 | 12059 Berlin
> tel: +493013896247 | fax: +493013896249 | mob: +491744220127
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Re: [otrs] can ticket be created and tracked based on subject line

[Steven Carr]

When you reply to an email it embeds "reference" headers in the email which
track emails MIME id's, so OTRS then uses these headers to match it up with
previous emails without needing to check the subject.

As for the not fetching emails, try running it manually from the CLI, check
your cron log to see if it executed or not.


On 19 April 2013 12:32, Darshak Modi  wrote:

>  I dont know but somehow otrs stopped fetching mails for that test
> account.  and also for other 2 accounts.
> However it fetched for other 4 account. This seems too weird.
>
> Nothing got in log messages or apache messages.
>
> On 19-04-2013 PM 04:51, Susan Dittmar wrote:
>
> Darshak Modi schrieb:
>
> I think for that also, you need to have ticketid somewhere in subject/body
>
>
> Did you test, or do you just suspect? I just tested. I created a ticket by
> sending mail to OTRS. Without waiting for OTRS to accnolege my mail, I then
> sent a reply to my original mail, keeping just the subject (and, I think,
> the In-Reply-To header line) intact. OTRS did add the second mail to the
> ticket that was created out of the first mail.
>
> Susan
> -
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Re: [otrs] How to find tickets that have no followup in 2 days

[Steven Carr]

OTRS search doesn't distinguish between followup and an agent updating a
case, so the following search will bring back open tickets not touched for
2 days.

Search:
Article Create Time (before/after): before 2 days
State: open

But I'm assuming you already tried that before posting to the list?


On 18 April 2013 08:15, Darshak Modi  wrote:

>  How to find that the ticket does not have any follow up in last 2 days,when 
> its ope
> n.
> In search or report creation there is no option for followup search,
>
> --
>
>
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Re: [otrs] wrong link in email notification

[Steven Carr]

On 17 April 2013 16:57, Yousef Hamad  wrote:

> If the default option(-) still without changing the next state  will take
> this option on the ticket information , because is not mandatory.
>

But they can't mark the ticket as closed without setting the next state
value to either closed successful or closed unsuccessful. So the ticket
will remain open until this is set.

Ok, can I make a report for survey using MS-Office excel  or anything
> already exist.
>

I don't think there is a way to export the data out of OTRS directly, so
you will need to query the database to get this information. You will have
to look at the survey tables and work out the correct query to get the data
you need and then you will be able to use Excel to query that data and
convert it to charts etc. Someone on the list might have already done this
but I would doubt it, so you are on your own to figure it out for yourself.
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Re: [otrs] wrong link in email notification

[Steven Carr]

What have you tried already?


On 17 April 2013 16:29, Yousef Hamad  wrote:

> Ok, Susan can you tell me how can to make a report for survey using
> MS-Office Excel  or Printing any where.
>
>
>
>
> Thanks,
> Yousef Hamad
> Technical Support
> Mob +962 799372852
>
>
>
>
>
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
> Susan Dittmar
> Sent: Wednesday, April 17, 2013 6:24 PM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] wrong link in email notification
>
> Yousef Hamad schrieb:
> > But this is not a suitable answer, because in the note filed the next
> > state also is not mandatory and blank.
>
> I'm surprised, though as I use an older OTRS I cannot check whether this
> has been changed. In my version of OTRS the next state is part of the note
> form, and the default is not blank but -, which means same state as before.
> But if I remember correctly you can configure which states are acceptable
> there. In my version of OTRS, if I remember correctly,  that's done with
> the fields
>
> # allow to set state in notes:
> $Self->{NoteSetState}=1;
> # which state types:
> $Self->{DefaultNextNoteStateType} = ['new', 'open', 'closed'];
>
> Perhaps that helps you find the corresponding settings for your version of
> OTRS.
>
> Susan
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Re: [otrs] wrong link in email notification

[Steven Carr]

It's a solution all the same, it might not work exactly how you want it to
work but it is a solution.

OTRS is open source, if you want to change the way something works then
learn how to program and modify the code directly (or pay OTRS/someone to
do it for you).

You have to remember this is a self help list, it is not "official" OTRS
support, we tinker and play with OTRS to find out how things work and how
to fix them, and then share knowledge where we can.


On 17 April 2013 16:09, Yousef Hamad  wrote:

>  Hi, 
>
> But this is not a suitable answer, because in the note filed the next
> state also is not mandatory and blank.
>
> ** **
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Gerald Young
> *Sent:* Wednesday, April 17, 2013 5:31 PM
> *To:* User questions and discussions about OTRS.
>
> *Subject:* Re: [otrs] wrong link in email notification
>
> ** **
>
> for 2) next state is not a dynamic field.
>
> If you choose close ticket, the next state is going to be closed, so it
> defaults to closed successfully. If you don't want that, don't allow the
> close option, and force your users to close tickets using a note (with
> state enabled) or reply. Both of those will have (-) for next state, which
> means it keeps the state as it is.
>
> ** **
>
> On Wed, Apr 17, 2013 at 10:25 AM, Yousef Hamad 
> wrote:
>
> Hi,
> 1. Can you tell me how can make a report for survey using  MS-Office excel
>  Print - Graphic?
> 2. how can make the Dynamic Filed is active an instead of an original on
> for example:
>
> When agent want to close a ticket how can force him to choose the next
> state, i want the default next state is blank or "-".
>
>
>
> Thanks,
> Yousef Hamad
> Technical Support
> Mob +962 799372852
>
>
>
>
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
> Alex Sinotov
> Sent: Wednesday, April 17, 2013 5:13 PM
> To: otrs@otrs.org
> Subject: Re: [otrs] wrong link in email notification
>
> Hello!
> If you use https, try change parameter OTRS_CONFIG_HttpType to https.
>
>
>
>
>
>
>
> -
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> ** **
>
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Re: [otrs] Ticket Replies and CCs

[Steven Carr]

You might also want to check SysConfig to see what this is set to...
Ticket -> Frontend::Agent::Ticket::ViewCompose ->
Ticket::Frontend::ComposeExcludeCcRecipients


On 17 April 2013 11:02, Steven Carr  wrote:

> Select "Reply All" instead of "Reply" and it will include the CC addresses.
>
>
> On 17 April 2013 10:49, Mailing List  wrote:
>
>> Hello,
>>
>> We have recently upgraded our OTRS installation from version 2.4, to
>> version 3.2. One issue that we have come across which is kind of urgent, is
>> that when crafting a reply, it only replies to the original sender, not
>> anyone in the CC or BCC fields. This unfortunately causes many headaches
>> with keeping people in the loop on the progress of an issue. Has anyone
>> experienced this? Or is there some setting to change? Thanks in advance.
>>
>> -
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
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>>
>
>
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Re: [otrs] Ticket Replies and CCs

[Steven Carr]

Select "Reply All" instead of "Reply" and it will include the CC addresses.


On 17 April 2013 10:49, Mailing List  wrote:

> Hello,
>
> We have recently upgraded our OTRS installation from version 2.4, to
> version 3.2. One issue that we have come across which is kind of urgent, is
> that when crafting a reply, it only replies to the original sender, not
> anyone in the CC or BCC fields. This unfortunately causes many headaches
> with keeping people in the loop on the progress of an issue. Has anyone
> experienced this? Or is there some setting to change? Thanks in advance.
>
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Re: [otrs] Dashboard view

[Steven Carr]

On 3.2 possibly in Kernel/Output/HTML/DashboardTicketGeneric.pm, but since
you want TicketFreeText it looks like you're using an older version of OTRS
so not sure exactly where.


On 12 April 2013 08:22, Pete  wrote:

> There are no errors in apache log. Any idea what .pl file to edit?
>
> ~pete
>
>
>
> On Thu, Apr 11, 2013 at 2:23 PM, Steven Carr  wrote:
>
>> You may need to edit the equivalent .pm file to expose these variables as
>> it sounds like they are not exposed if the values are not being returned.
>> Are there errors in your webserver error.log indicating you are trying to
>> reference variables that don't exist?
>>
>>
>> On 11 April 2013 12:10, Pete  wrote:
>>
>>> Hi,
>>> I'm trying to add fields TicketFreeText1 and TicketFreeTime6 to
>>> dashboard view.
>>> I have added
>>> $QData{"TicketFreeText1"} and
>>> $QData{"TicketFreeTime6"}
>>> to AgentDashboardTicketGeneric.dtl but I get only empty columns to
>>> dashboard.
>>>
>>> There are values in both Due date and free text1.
>>>
>>> Any one got idea what might be wrong?
>>>
>>> ~pete
>>>
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>>
>>
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Re: [otrs] Customer info center problem

[Steven Carr]

Check your SysConfig and make sure the URLs you have configured for your
system are correct.


On 11 April 2013 13:08, BIRO Zoltan  wrote:

>  Hi All,
>
> ** **
>
> I updated to OTRS 3.2.5 (ITSM 3.2.3) our test system. I continuously find
> the following problem in the last 2-3 releases.
>
> ** **
>
> When I search in Customer Information Center and hit enter then the main
> Logon screen appears, I login again it continue with the results of the
> search.
>
> ** **
>
> Anybody facing with the same issue?
>
> ** **
>
> Best regards!
>
> Zoltan
>
> ** **
>
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Re: [otrs] Dashboard view

[Steven Carr]

You may need to edit the equivalent .pm file to expose these variables as
it sounds like they are not exposed if the values are not being returned.
Are there errors in your webserver error.log indicating you are trying to
reference variables that don't exist?


On 11 April 2013 12:10, Pete  wrote:

> Hi,
> I'm trying to add fields TicketFreeText1 and TicketFreeTime6 to dashboard
> view.
> I have added
> $QData{"TicketFreeText1"} and
> $QData{"TicketFreeTime6"}
> to AgentDashboardTicketGeneric.dtl but I get only empty columns to
> dashboard.
>
> There are values in both Due date and free text1.
>
> Any one got idea what might be wrong?
>
> ~pete
>
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Re: [otrs] Looking for a way to allow managers to see their employee's tickets

[Steven Carr]

So is this from the agent interface? or are you treating employees as
customers?


On 5 April 2013 19:31, Ugo Bellavance  wrote:

> Hi,
>
> I'm currently using OTRS 3.0 (but willing to upgrade if needed).  I've
> been asked by my boss to try to find a way to allow managers to see their
> employee's tickets.  We use LDAP (AD) for customer backend.  Is there a way
> to achieve this in OTRS.
>
> Actually, it would be great if we could do that for all managers, but it
> is mostly for one manager.  If I could tell OTRS to allow this person to
> see the tickets opened by her employees it may be sufficient.
>
> Thanks,
>
> Ugo
>
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Re: [otrs] OTRS 3.2.3 on CentOS Linux Version 6.4 server edition

[Steven Carr]

Yes that should work for a simple backup/restore of the database.

As far as I know the files are for the following (someone correct me if I'm
wrong)...
Kernel/Config.pm contains your main config.
Kernel/Config/GenericAgent.pm contains any generic agent jobs you have
manually created.
Kernel/Config/Files/ZZZAuto.pm contains any configuration settings from
SysConfig.

Steve


On 6 April 2013 11:44, Kaushal Shriyan  wrote:

>
> On Sat, Apr 6, 2013 at 12:35 PM, Steven Carr  wrote:
>
>> On 6 April 2013 05:11, Kaushal Shriyan  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.
>>
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>>
>
> 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
>
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Re: [otrs] OTRS 3.2.3 on CentOS Linux Version 6.4 server edition

[Steven Carr]

On 6 April 2013 05:11, Kaushal Shriyan  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.
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Re: [otrs] Filtering out undisclosed-recipient/non-addressed spam

[Steven Carr]

Yeah that is a bit overkill as we're lucky if we get 5 of these emails a
week, so it's not a major issue, just something that would be nice to
automate.

I'll keep playing with the filters.

And FWIW given the mail has already passed through spam filters in use by
our hosting provider chances are that if we screw it down any more then we
risk killing legitimate email. And we can't pre-approve addresses as these
are legitimately open generic email addresses for future customers to
enquire/get in touch.


On 4 April 2013 16:48, David Boyes  wrote:

>Does anyone know of a combination of Postmaster Filters that I can use
> to filter this type of email out/drop it into the Postmaster queue, I'd
> rather do this with OTRS if possible as the mail server is a managed
> service so I have no admin access for this type of thing.
>
> Static filters aren’t going to be worth your time. This kind of thing is a
> totally moving target, and you need something more robust to have a prayer
> of doing any good. Even with running our own mail server, we had to
> implement whitelisting (accept only from known, preapproved sources) to get
> this problem down to a manageable size. 
>
> I would suggest front-ending the OTRS server with a Linux box and running
> spamassassin and very aggressive DNS RBLs on that (which will knock off
> about 80% of the truly egregious crap), and then blocking anything that
> isn’t sent by a preapproved user.  Fetchmail does a fine job of grabbing
> mail from a hosted server, so you still get the benefit of them being
> online and active all the time, but it gives you the level of control you
> need to do something effective about this. Same with outgoing mail; the
> front-end box also does a decent job of queuing mail so you can survive
> outages upstream. 
>
> I should set up a bootable live CD or USB distribution for this. Too many
> people need something like it these days. 
>
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Re: [otrs] Filtering out undisclosed-recipient/non-addressed spam

[Steven Carr]

I am dispatching based on the To: address on the polled IMAP accounts.

But it seems that OTRS is also evaluating Envelope-To: also, as the actual
To: address was empty. I would have expected the email to drop to the
default queue (Postmaster on our system) when the To: address is empty. So
I need to find a way to identify an email To: email and drop it in the
Postmaster queue.



On 4 April 2013 13:49, Gerald Young  wrote:

> I'm sorry. I just didn't understand... trying to read this for the fifth
> time. ... spam sends mail to something, but you don't know what, so you
> want to categorize the spam somehow. If you were dispatching based upon
> "to" you would (possibly) ignore anything that didn't have a "to"
>
>
> On Thu, Apr 4, 2013 at 8:36 AM, Gerald Young  wrote:
>
>> Why do you want to import spam into OTRS?
>>
>>
>> On Thu, Apr 4, 2013 at 8:25 AM, Steven Carr  wrote:
>>
>>> Hi list,
>>>
>>> We have a number of email addresses and email accounts that are pulled
>>> into OTRS and we use Postmaster Filters to dispatch the mail to the correct
>>> queue.
>>>
>>> On our public generic addresses (sales@ info@ etc.) we get a lot of
>>> spam which doesn't have the To: or CC: address completed (but the
>>> Envelope-To contains the actual sales@/info@ address) so OTRS must look
>>> at the Envelope-To when looking at the To: value in the Postmaster Filter
>>> as these are put into the correct queue.
>>>
>>> Does anyone know of a combination of Postmaster Filters that I can use
>>> to filter this type of email out/drop it into the Postmaster queue, I'd
>>> rather do this with OTRS if possible as the mail server is a managed
>>> service so I have no admin access for this type of thing.
>>>
>>> Thanks
>>>
>>> Steve
>>>
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>>
>>
>
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[otrs] Filtering out undisclosed-recipient/non-addressed spam

[Steven Carr]

Hi list,

We have a number of email addresses and email accounts that are pulled into
OTRS and we use Postmaster Filters to dispatch the mail to the correct
queue.

On our public generic addresses (sales@ info@ etc.) we get a lot of spam
which doesn't have the To: or CC: address completed (but the Envelope-To
contains the actual sales@/info@ address) so OTRS must look at the
Envelope-To when looking at the To: value in the Postmaster Filter as these
are put into the correct queue.

Does anyone know of a combination of Postmaster Filters that I can use to
filter this type of email out/drop it into the Postmaster queue, I'd rather
do this with OTRS if possible as the mail server is a managed service so I
have no admin access for this type of thing.

Thanks

Steve
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Re: [otrs] OTRS 3.2.3 on CentOS Linux Version 6.4 server edition

[Steven Carr]

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.


On 1 April 2013 00:36, Kaushal Shriyan  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
>
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Re: [otrs] Please add a template list to output filter Kernel::Output::HTML::OutputFilterTextAutoLink

[Steven Carr]

On 28 March 2013 23:45, Steven Carr  wrote:
> On 28 March 2013 23:31, Gerald Young  wrote:
>> You can disable it from SysConfig...
>
> I know what and where it is, but that still doesn't answer how I fix
> the error. Is the only option to disable it?

Fixed it, looks like OTRS didn't migrate the config correctly even
after a rebuild. Clicking on the swirly reset arrow and then enabling
the option again reset it and added in the extra variables it was
complaining about.

OTRS's configuration is really starting to piss me off, such a complete mess.
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Re: [otrs] Please add a template list to output filter Kernel::Output::HTML::OutputFilterTextAutoLink

[Steven Carr]

On 28 March 2013 23:31, Gerald Young  wrote:
> You can disable it from SysConfig...

I know what and where it is, but that still doesn't answer how I fix
the error. Is the only option to disable it?
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[otrs] Please add a template list to output filter Kernel::Output::HTML::OutputFilterTextAutoLink

[Steven Carr]

Anyone got any idea what I am supposed to do to get rid of this error?

Please add a template list to output filter
Kernel::Output::HTML::OutputFilterTextAutoLink to improve performance.
Use ALL if OutputFilter should modify all templates of the system
(deprecated).

I have no idea what it means my add a template list, does that mean it
wants me to add another variable called "template list" to
Kernel::Output::HTML::OutputFilterTextAutoLink and set it to "ALL"?

Steve
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Re: [otrs] CustomerCompanySupport and 3.2

[Steven Carr]

On 28 March 2013 22:30, Steven Carr  wrote:
> I don't want to have to specify multiple ID values per user so they
> can see each other's tickets, I just want anyone from the company to
> be able to see all tickets for that company.
>
> Steve

OK looks like some of the info in the database is causing it not to
recognise the tickets for this company, the CustomerID needed
resetting on the tickets. (good job I've only got the one company with
multiple customers to fix)

I have a feeling this is from the hack many moons ago, IIRC I first
implemented it in v3.0 so quite a while ago.

It's situations like these where proper admin documentation on how to
actually use/implement parts of the system would be useful.

Steve
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Re: [otrs] CustomerCompanySupport and 3.2

[Steven Carr]

On 28 March 2013 22:20, Gerald Young  wrote:
> Why is this a hack? It's exactly what it's for. Company Tickets = CustomerID

Well it originally was a hack as this was something that OTRS didn't
do out of the box, you had to manually add an additional field into
the database and modify some of the code to reference UserCompanyID.

On our test system I've only added the following line back into Config.pm:

$Self->{CustomerUser}->{CustomerCompanySupport} = 1;

This has now allowed the drop down selection of company on the user
page (which I would have thought should be the default anyway to stop
typos between Customer/Company). But customer users logging in can't
see the tickets for their company only their own. So I'm now trying to
find what is required in the config to re-enable this?

I don't want to have to specify multiple ID values per user so they
can see each other's tickets, I just want anyone from the company to
be able to see all tickets for that company.

Steve
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[otrs] CustomerCompanySupport and 3.2

[Steven Carr]

Hi list,

We're in the process of planning upgrading from 3.1 to 3.2. We
currently have a hack in place enabling CustomerCompanySupport in
Config.pm to allow us to specify which company a customer belongs to
which then allows customer users to see tickets from other users
within the same company.

With the changes to 3.2 is this hack still necessary? or does 3.2 have
this functionality built in by default?

Thanks

Steve
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Re: [otrs] OTRS helpdesk vs OTRS ITSM

[Steven Carr]

OTRS helpdesk is the base product. OTRS ITSM is the OTRS helpdesk
product with additional modules installed which give it ITSM
functionality... http://www.otrs.com/en/software/otrs-itsm/features/

Steve


On 25 March 2013 09:40, Kaushal Shriyan  wrote:
> 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
>
>
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Re: [otrs] Details about OTRS Database

[Steven Carr]

You can find the database schema diagram in the code...

https://github.com/OTRS/otrs/blob/master/doc/OTRSDatabaseDiagram.png

I don't know of any repository of SQL snippets that will get specific
data out of the database for you so you're probably on your own with
that (you could turn on SQL query logging so you can see the various
queries OTRS makes to the database which would give you a starting
point).

Steve


On 25 March 2013 10:03, Darshak Modi  wrote:
> Dear All,
>
> I want to use external report tool using OTRS DB.
>
> Is there any document describing Database details and how to use for
> reporting?
>
>
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Re: [otrs] Disable agent notification mail

[Steven Carr]

On 24 March 2013 11:34, Leonidas Maliagros  wrote:
> We have the 3.1.7 version and we want to disable the agent notifications
> when owner changes and when a queu changes.
> Can you help?

So for the queue changes this can be disabled, but either you need to
set it for each agent, or they need to go in and change their agent
preferences. You can set the "Ticket move notification" to No in the
agent's preferences which will disable the notification when a ticket
is moved between queues.

For the owner change it doesn't look like there is an option to
disable that one that I can find.

Steve
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Re: [otrs] fusion inventory and otrs

[Steven Carr]

On 19 March 2013 06:01, ravi shanker  wrote:
> hi,
>
> need information regarding otrs integration with fusion inventory,what are
> prerequisites etc.we are planning to use this for asset management

This has been asked previously and as far as I know this functionality
is not available in the open source version of OTRS (someone please
correct me if it has been added).

OTRS didn't comment on the status of this functionality on the mailing
list so it might be worth emailing en...@otrs.com to find out more.

Steve
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Re: [otrs] Is OTRS Helpdesk ITIL Compliant?

[Steven Carr]

I would suggest for something like that you are going to need the paid
expertise of OTRS to look at your existing system and work out the
best way forward for you.

If you have the requirement for ITIL compliance then the business will
have to accept that it's going to cost them to implement it
successfully.

Steve


On 14 March 2013 20:07, Jignesh Kakka (jkakka)  wrote:
> Actually till now we were using OTRS 3.1.7 which is not ITIL compliant.
> Since we have a new requirement to use ITIL compliant TroubleTicket System,  
> we may need to install the ITSM package.
>
> But I am not sure if existing functionalities may work smoothly.
> We are using generic interface for webservices for ticket creation  and using 
> some method like creating services or customers using rpc.pl.
> So what would be the impact of adding  this new package?
>
>
> Thanks,
> Jignesh
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of 
> Steven Carr
> Sent: Thursday, March 14, 2013 1:54 AM
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Is OTRS Helpdesk ITIL Compliant?
>
> On 13 March 2013 20:07, Alvaro Cordero  wrote:
>> Hello, as per our research, it was certified but according to
>> information directly from Pink Elephant the certification expired and
>> from OTRS they informed to us that there was no interest on renewing it.
>>
>> Check link below
>>
>> http://blog.kuhn-kt.de/?p=357&cpage=1#comment-4285
>>
>>
>> Off course that doesn't mean OTRS is or will not continue being as
>> good as it has been, just there was no renewal process of the certification.
>>
>> Best Regards.
>
> Can't say I've ever head of Pink Elephant (from looking at their website they 
> are nothing but consultants who happen to specialise in ITIL, they may have 
> assisted with ITIL in the beginning but ITIL itself is now 
> governed/registered/trademarked by APMG/Cabinet
> Office/TSO) so it's no wonder their certification did absolutely nothing for 
> OTRS.
>
> Steve
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Re: [otrs] In Agent Notification is it possible to configure value arrived of cc, to fields of original mail

[Steven Carr]

Look at Agent Notifications in Admin, edit the notification and add in
the variables you require.

Please try to figure things out and have a go instead of just asking
how to do things.

Steve


On 14 March 2013 11:01, Darshak Modi  wrote:
> Hello,
>
>
>
> If mail arrives , it has to:/cc:. In Agent Notification, is it possible to
> add show those values ?
>
>
>
> By adding some variables.. like we add Customer Firstname and etc.
>
> ??
>
>
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Re: [otrs] Mail fetching

[Steven Carr]

Well it depends on how you are polling for emails, I'll assume you're
using POP or IMAP in which case no you don't need to uncomment
fetchmail.

What happens when you run otrs.PostMasterMailbox.pl manually from the
cli (you need to be the OTRS user account when doing this)?

And check your cron logs to see if cron is actually starting the
otrs.PostMasterMailbox.pl command periodically.

Steve


On 14 March 2013 07:55, Darshak Modi  wrote:
> Hi,
>
> I have configured Postmaster email and installed cron also.
>
>
>
>
>
> Do i need to uncomment fetchmail lines?
>
>
>
> Or as in default
>
> otrs.PostMasterMailbox.pl will  do the job?
>
>
>
> Currently the default doesn’t fetch mails. I have to fetch from GUI
> manually.
>
>
>
>
>
> Thanks
>
> Darshak
>
>
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Re: [otrs] Is OTRS Helpdesk ITIL Compliant?

[Steven Carr]

On 13 March 2013 20:07, Alvaro Cordero  wrote:
> Hello, as per our research, it was certified but according to information
> directly from Pink Elephant the certification expired and from OTRS they
> informed to us that there was no interest on renewing it.
>
> Check link below
>
> http://blog.kuhn-kt.de/?p=357&cpage=1#comment-4285
>
>
> Off course that doesn't mean OTRS is or will not continue being as good as
> it has been, just there was no renewal process of the certification.
>
> Best Regards.

Can't say I've ever head of Pink Elephant (from looking at their
website they are nothing but consultants who happen to specialise in
ITIL, they may have assisted with ITIL in the beginning but ITIL
itself is now governed/registered/trademarked by APMG/Cabinet
Office/TSO) so it's no wonder their certification did absolutely
nothing for OTRS.

Steve
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Re: [otrs] Is OTRS Helpdesk ITIL Compliant?

[Steven Carr]

No, you need the ITSM components to make it ITIL compliant.


On 13 March 2013 11:53, Jignesh Kakka (jkakka)  wrote:
> AS per documents , I only see OTRS ITSM as ITIL Compliant.
>
>
>
> Is OTRS Helpdesk 3.1.7 also ITIL compliant ?
>
>
>
>
>
> Thanks,
>
> JIgnesh
>
>
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Re: [otrs] Email CC Field

[Steven Carr]

If the ticket is new then you will need to either dispatch to queue in
which case it will go into the queue you specify, or create a
postmaster filter rule to look at the CC value and then set the
appropriate queue.

Steve


On 13 March 2013 11:49, Darshak Modi  wrote:
> Consuder, The ticket is new only
>
> I guess for old ticket, it will have ticket id, so it will fetch and add to
> that queue only?
>
>
>
> -Original Message-
> From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of
> Steven Carr
> Sent: 13 March 2013 PM 05:20
> To: User questions and discussions about OTRS.
> Subject: Re: [otrs] Email CC Field
>
> You need to enable Ticket -> Core::PostMaster ->
> PostmasterFollowUpSearchInReferences
>
> This will check the email references to see if they match an existing ticket
> and then add the email to that ticket.
>
> Steve
>
>
>
> On 13 March 2013 11:37, Darshak Modi  wrote:
>> If email is sent as cc, in which queue it will be  sent?
>>
>>
>>
>> How will it be checked? ,I guess,  here Dispatch by To:  will not work.
>>
>> But will Dispatch by Queue work ?
>>
>>
>>
>>
>>
>>
>> -
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>> Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] Email CC Field

[Steven Carr]

You need to enable Ticket -> Core::PostMaster ->
PostmasterFollowUpSearchInReferences

This will check the email references to see if they match an existing
ticket and then add the email to that ticket.

Steve



On 13 March 2013 11:37, Darshak Modi  wrote:
> If email is sent as cc, in which queue it will be  sent?
>
>
>
> How will it be checked? ,I guess,  here Dispatch by To:  will not work.
>
> But will Dispatch by Queue work ?
>
>
>
>
>
>
> -
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Re: [otrs] Error oracle + otrs

[Steven Carr]

On 12 March 2013 12:29, Darshak Modi  wrote:
> Checked
>
>
>
> 1.   My directory is pointed to /opt/otrs, which is not empty.
>
> 2.   Also had added in ld.so.conf.d the path of oracle lib.
>
> 3.   After ldconfig, i got warning but my files are there in lib folder.
>
>
>
> Dont know how to solve, any other suggestion ???

Can you connect to the oracle database from the linux commandline?
have you got the SQL*Plus client installed? If you can't even connect
then this isn't the right mailing list to ask, you need to ask on an
Oracle list or contact Oracle support.

Steve
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Re: [otrs] Agent statistic error message when I turn on this option. - Please help

[Steven Carr]

On 12 March 2013 08:43, Zsolt Hajduk  wrote:
> Error Message: Can't write ConfigItem!

Check the permissions and make sure that OTRS user and Web Server have
write permissions to the Kernel/Config/Files directory.

Steve
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Re: [otrs] SLA attached to priority

[Steven Carr]

Yousef,

Please don't reply to emails asking additional questions, write a new
email with a new subject.

As for your question, the answer is in the documentation,
http://doc.otrs.org/3.0/en/html/auth-backends.html

Steve


On 11 March 2013 05:51, Yousef Hamad  wrote:
> Hi Steve,
> Do you have any idea about configure LDAP, because I have installed otrs on
> Centos and I want to authenticate from AD server 2008 ?
>
> Thanks,
> Yousef
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Re: [otrs] SLA attached to priority

[Steven Carr]

Hi Andreas,

I have a single queue for support, I have debated creating multiple
queues and attaching a different SLA to each one but I really don't
want to implement that type of mess. Similarly for services, we are a
VAR, products/services/customers come and go frequently and it's
administration that someone will have to do to update customers as to
what services they are part of, I don't want that mess either. We also
don't use ticket types, no need for it. And unless something has
changed in 3.2 (we are still on 3.1) the system doesn't seem to allow
you to implement multiple SLAs (which I could then set via
GenericAgent against priority) without the activation of services
(navigating to SLA Management displays the error "Please activate
Service first!"). If you can actually define the SLA and attach them
to tickets without enabling services then this would work for us, but
I haven't tried because of the activate services error.

I just want the ability to have an SLA triggered on a priority,
otherwise I really don't see the point of priorities in OTRS if you
have to link them to services to actually make them work.

As for how we use it, we want to use it in the most simplest way
possible that is flexible to change, and as for the "use it in a very
different way" comment, if there was actually some documentation on
how to use OTRS "properly" then that might solve that issue, but I'm
yet to see that type of documentation. I find OTRS, on the whole, very
inflexible, if you create something you are really stuck with it, you
can mark it as "invalid" but I don't like that, it carries too much
crud in the system which just builds up over time.

And if I'm honest it's things like this which has made me start to
evaluate other ticketing systems again, including non-OSS, I don't
really want to drop OTRS as it does work (and I've been using it since
~2006), but it is lacking in "simple" functions to enhance our
support, lots of stuff if you have the time to implement and maintain
but I need a solution that is low maintenance and "just works".

Steve


On 10 March 2013 09:58, Andreas Bender  wrote:
>> Hi,
>>
>> If you have just One SLA for a Queue, I would ask: Is your Queue structure 
>> splitted in the meaning of a Service?
>> I would use a Queue as a Team of people with special knowledge like "1st 
>> Level Support", "Infrastructure" or "Developement" and Sub-Queues for a 
>> better organization. A Service is something like "MS Support", "Order 
>> Hardware" or "Network"... Subservices like "Excel", "Word", "Order Dell", " 
>> Order HP" or "Firewall"
>>
>> Maybe you take again a look at the Service Feature.
>> There is a criticality-Impact-Priority-matrix, which you can use to get the 
>> right prio for your  Ticket.
>>
>> workaround, if you still think Service is'nt working for you:
>> Create a genericAgentJob which set the right SLA depending on 
>> Type(optional), Queue and Prio. This job should run every 10 minute, every 
>> day and every hour.
>>
>> Bad workaround: dont use the priority-field for prio, use the Services as 
>> prio and you can easily link the SLA. (Optional: create a genericAgentJob, 
>> which sets the prio for you, that you dont lose the colors...if its 
>> necessary.)
>>
>> But to be honest, maybe you take again a look at the concept of a Queue and 
>> a Service in Otrs...
>> Your request to link a prio to a SLA, sounds like that you guys use it in a 
>> very different way. ;-)
>>
>> Cheers
>>
>>
>>
>>
>>
>>
>> Am 10.03.2013 um 09:28 schrieb Steven Carr :
>>
>>> AFAIK you can't, but this is something I wish they would fix/add. I
>>> don't implement services (and don't want to) and just have the one
>>> standard SLA against the queue, but it would be much better to attach
>>> SLAs to priorities.
>>>
>>> Steve
>>>
>>>
>>> On 10 March 2013 06:57, Yousef Hamad  wrote:
>>>> Hi steve,
>>>>
>>>> How can I link SLA to Priority Not to Service .
>>>>
>>>> Thanks.
>>>> Yousef.
>>> -
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
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>>
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Re: [otrs] SLA attached to priority

[Steven Carr]

AFAIK you can't, but this is something I wish they would fix/add. I
don't implement services (and don't want to) and just have the one
standard SLA against the queue, but it would be much better to attach
SLAs to priorities.

Steve


On 10 March 2013 06:57, Yousef Hamad  wrote:
> Hi steve,
>
> How can I link SLA to Priority Not to Service .
>
> Thanks.
> Yousef.
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Re: [otrs] Postmaster Filter not quite doing what it should

[Steven Carr]

Ignore me, having a silly moment. The problem was with the attribute I
was setting, I need to set X-OTRS-Queue instead of
X-OTRS-FollowUp-Queue.

Steve


On 7 March 2013 12:50, Steven Carr  wrote:
> Hi list,
>
> I have an issue with Postmaster Filters and wondered if anyone had
> seen a similar issues or knew why it was doing this...
>
> On the IMAP configuration "Trusted" is set to "Yes" and "Dispatching"
> is set to "by email To: field".
>
> I have a filter setup which looks at the "To" address for
> "EMAILADDRESS:root@(.+)" and then sets the X-OTRS-FollowUp-Queue to
> "Systems".
>
> As you can see from the log snippet that is working as expected, but
> the email is never placed in the Systems queue, it stays in the
> "Postmaster" queue.
>
> OTRS-otrs.PostMasterMailbox.pl-27   IMAPS: Fetched 1 email(s) from
> x...@domain.eu/mail.domain.com.
> OTRS-otrs.PostMasterMailbox.pl-27   New Ticket [20130307272790/test]
> created (TicketID=4039,Queue=Postmaster,Priority=4 Low,State=new)
> OTRS-otrs.PostMasterMailbox.pl-27   Filter: 'root@ (to->Systems)'
> Stopped filter processing because of used 'StopAfterMatch'
> (Message-ID: <20130307122529.71b8f400...@server.domain.com>)
> OTRS-otrs.PostMasterMailbox.pl-27   Filter: 'root@ (to->Systems)' Set
> param 'X-OTRS-FollowUp-Queue' to 'Systems' (Message-ID:
> <20130307122529.71b8f400...@server.domain.com>)
>
> Anyone any ideas? it's driving me nuts.
>
> Steve
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[otrs] Postmaster Filter not quite doing what it should

[Steven Carr]

Hi list,

I have an issue with Postmaster Filters and wondered if anyone had
seen a similar issues or knew why it was doing this...

On the IMAP configuration "Trusted" is set to "Yes" and "Dispatching"
is set to "by email To: field".

I have a filter setup which looks at the "To" address for
"EMAILADDRESS:root@(.+)" and then sets the X-OTRS-FollowUp-Queue to
"Systems".

As you can see from the log snippet that is working as expected, but
the email is never placed in the Systems queue, it stays in the
"Postmaster" queue.

OTRS-otrs.PostMasterMailbox.pl-27   IMAPS: Fetched 1 email(s) from
x...@domain.eu/mail.domain.com.
OTRS-otrs.PostMasterMailbox.pl-27   New Ticket [20130307272790/test]
created (TicketID=4039,Queue=Postmaster,Priority=4 Low,State=new)
OTRS-otrs.PostMasterMailbox.pl-27   Filter: 'root@ (to->Systems)'
Stopped filter processing because of used 'StopAfterMatch'
(Message-ID: <20130307122529.71b8f400...@server.domain.com>)
OTRS-otrs.PostMasterMailbox.pl-27   Filter: 'root@ (to->Systems)' Set
param 'X-OTRS-FollowUp-Queue' to 'Systems' (Message-ID:
<20130307122529.71b8f400...@server.domain.com>)

Anyone any ideas? it's driving me nuts.

Steve
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Re: [otrs] GenericAgent

[Steven Carr]

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

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

Steve
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Re: [otrs] GenericAgent

[Steven Carr]

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

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

Steve
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Re: [otrs] GenericAgent

[Steven Carr]

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

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

[Steven Carr]

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

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

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

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

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

Steve



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

[Steven Carr]

But that's not what he asked...

"via email client, to any clients or others"

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

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

Steve



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

[Steven Carr]

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

Steve


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

[Steven Carr]

If you have configured the cron jobs then the generic agent jobs will
run when you scheduled the cron jobs.

Steve


On 5 March 2013 06:15, Yousef Hamad  wrote:
> Hi,
>
> I am given a project to perform, install OTRS,configure SLA,LDAP,Survey and
> GenericAgent. I had problem in how to configure the Generic Agent to work
> automatically .
>
>
>
>
>
> Thanks,
>
>
>
> Yousef Hamad.
>
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Re: [otrs] OTRS now on github

[Steven Carr]

On 25 February 2013 18:37, Michiel Beijen  wrote:
> There are a multitude of .gitignores all over the place

That is very messy, maybe some housekeeping is in order?
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Re: [otrs] OTRS now on github

[Steven Carr]

Nope, still not in the tree. If you look at
https://github.com/OTRS/otrs/blob/master/.gitignore there is nothing
in there ignoring Config.pm, GenericAgent.pm, Ticketcounter.log, /var
data directories etc. etc.

The support module has been ignored but it would be good if other
modules could be ignored aswell (FAQ for example).

Steve


On 25 February 2013 15:59, Martin Gruner  wrote:
> Hi Steve,
> that should be the case now, can you try?
> We already received 5 pull requests, amazing!
> Regards, mg
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