Re: [otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch

> On Mar 9, 2016, at 10:26 AM, "dhils...@performair.com" > wrote: > > David; > > The message is coming from OTRS, of course the MTA is unconfigured, the only > thing the server does is run OTRS. The message you quoted is an Exchange message, so the problem is there. Exchange (stupidly) has

Re: [otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch

Look into configuring a real host name for outgoing mail (or rewrite all outgoing headers to u...@performair.com) in your MTA configuration. That message usually triggers due to Exchange detecting unconfigured mail servers. 'Root@localhost' is usually a sign of an unconfigured system. > On Mar

Re: [otrs] Outbound email queue

> On Feb 12, 2016, at 8:00 PM, John Meyer wrote: > It is still a mystery to me how the mails are being sent when SMTPTLS is in > use. Either way, just using the system’s configured MTA is preferable. Directly connect to the SMTPTLS port and build the protocol stream directly. It's mostly the

Re: [otrs] Outbound email queue

On Feb 12, 2016, at 7:30 PM, John Meyer wrote: > Postfix and I usually get along very well, I'd like to continue using it if > at all possible. It has its quirks for very large configurations, but if it works for you, go for it. > If I remove the sendmail settings from the OTRS web interface w

Re: [otrs] Outbound email queue

I am using OTRS with SMTPTLS to send all email to an outbound mail relay (postfix) and this is working perfectly. However, I am unable to locate where the logs are being stored. Normally, /var/log/mail, or wherever syslog puts the mail.* entries. See /etc/syslog.conf. Also, if by some chanc

Re: [otrs] ITSM - service handling

> My understanding of ITIL tells me that these type of things should be handled > as problems under exact customer service. >My boss on the other hand thinks that for these type of situations should >exist separate technical services like billing or customer care. >Do you have any thought on how

Re: [otrs] OTRS behind Haproxy and GlusterFS

> 2015-05-23 9:02 GMT+02:00 > Hi and thanks for the answer. What do you mean with "some configuration info > for individual nodes"? I was thinking that having a single otrs on a > clustered fs would avoid to have any file stored elsewhere than the cluster... I probably should clarify. What we

Re: [otrs] OTRS behind Haproxy and GlusterFS

Out of the box, OTRS still has some rough edges for clustered configurations. It still stores some configuration info for individual nodes in node-local storage, which can be tricky to manage and still keep the cluster configuration consistent. We did some mods to move all configuration informat

Re: [otrs] Request for return receipt or delivery status notification

> I would think long an deep before implementing it, though. It opens up a can > of worms. If it works, which depends on the receiving side, OTRS will receive > an answer to your agent's mail. As OTRS does not have much of a chance to > know it's just the "has been received" notification (they look

Re: [otrs] Request for return receipt or delivery status notification

Given that no email system reliably can deliver such a thing or can define what it actually means, I'm not sure it's all that useful. What does "delivered" mean? In the customer's inbox? Opened? Read? Understood (if you can do this one, you'd be super rich)? > is it already in OTRS Request for

Re: [otrs] Storing of large/binary data in Non-MySQL databases

> LONGBLOBs are just streams of bytes. Intel or not (endianness) should not > matter when you fetch and store the data using database methods. > BLOBs are good for storing binary objects such as attachments or emails that > you want to keep in their original encoding. Everything else should be stor

Re: [otrs] Storing of large/binary data in Non-MySQL databases

> These are handled differently by OTRS - for > databases other than MySQL, OTRS stores them in BASE64 encoding. The > conversion can be done with Postgres using encode(column, 'base64'). I'd rather see MySQL use base64 too. All the world isn't Intel-based, and at least base64 is not ambiguous wh

Re: [otrs] question

Is it possible that your Apache is configured to try to do reverse lookups on incoming connections, and you're getting timeouts from DNS on the reverse lookup? Or that one or more of your DNS servers is not responding? At least in that example, if something is trying to do reverse lookups, the 5

Re: [otrs] question

The 15 minutes can be to get a logon screen. Or if already logged in to switch screens. That sounds more like a resource constraint problem on the server running the OTRS code than a database problem - OTRS is a relatively large application, and can be fairly demanding on application server reso

Re: [otrs] question

We are using a remote MySQL database (remote as in not on the same machine as the OTRS installation but in the same network vlan). Is this a recommended or supported setup? We are seeing slowdowns of up to 15 minutes on the OTRS system occasionally. Yes, that's a perfectly fine setup, but i

Re: [otrs] Sending email from OTRS with elevated priority

I don’t think there’s a standard method to do this – SMTP doesn’t really have the concept of message priority, so the user agents do it in different (and incompatible) ways. Your best option would be to see if you can get a look at a raw message with all the headers and see what your most common

Re: [otrs] Reg : How to setup ITIL Helpdesk in otrs 3.3.7

ITIL is a set of guidelines, not a destination, and it’s as much a business process evolution as it is a technical implementation. Have you planned what the business should look like at the end of the transition? If you haven’t done that, then starting to configure the tool is wasted effort be

Re: [otrs] SSO

I notice the link you provided uses RADIUS for authentication instead of the others I pointed to that use Kerberos. Would you say that this is a simpler and more supported way of handling the SSO issue? I’m not Gerald, but I’ll speak up: No, unless you have another REALLY compelling reason to

Re: [otrs] Client includes multiple queue email addresses in email; only goes to one

>Error "Error Message: POP3: Auth for >useritsupp...@m.com.lr/mail.m.com.lr > failed!". Your userid or password is wrong. Test this by using a normal mail client. If you can't access the mailbox from a normal mail client, contact your ma

Re: [otrs] Can send but cannot receive mail.

Thanks, but this is where I believe my problem is [From Otrs Portal: If you cannot use mail accounts to get the email into OTRS, the command line program bin/otrs.PostMaster.pl might be a way around the problem. It takes the mails via STDIN and pipes them directly int

Re: [otrs] : ITSM Change Management

that's exactly what I followed. My first impression is that with such a setup, changes cannot be created/executed in a sane way. I'm a developer myself, so conditions and actions are not foreign for me, but if I have to define this huge number of conditions for each change I have to manage, that

Re: [otrs] Prevent Escalation if ticket is locked

If a ticket HAS an escalation SLA, it should be impossible to circumvent the escalation without a update to the ticket saying why and who authorized the exception. One simple way to work with that: create a script that can be run to update the ticket via email. That should reset the counter an

Re: [otrs] Duplicate Ticket Creation

Short version: tell the agents not to do that. OTRS isn't intended to be a general purpose messaging system. If it's ticket-related, the sending agent should post it directly into the ticket as a comment. > On Feb 17, 2014, at 4:26 PM, "Leah Kelly" wrote: > > Hi all - you’ve all been so great

Re: [otrs] Problems when working from another person's queue

IMHO, this is one of the arguments for structuring queues based on a service type, rather than an individual, but... If you've structured things with one queue per person, isn't this what you WANT to happen (the original person maintains the overall responsibility for the ticket, and the other

Re: [otrs] Installing other software on OTRS machine

Exactly this. It (virtual machines) also makes cloning the production instance for upgrades ( especially major updates ) which is a LOT safer. If we can over time move ALL the configuration stuff into the database, it'll be even more handy. VMware ESXi is plenty good enough for this application,

Re: [otrs] Installing other software on OTRS machine

Don't put them on the same server, for resilience reasons. You could do it, but it's easier to run 3 separate machines so that functions are isolated. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of James Carroll Sent: Friday, February 07, 2014 10:05 AM To: otrs@otrs.org

Re: [otrs] Postmaster Filtering -- Set CustomerID = CC Mailadress

Do you have some database that would map arbitrary user A to the customer entity in OTRS? If the domain is the same for all users and you have no information about the relationship between incoming message from user A and customer ID B, I don't see how OTRS could do this -- it has to be able to

[otrs] FWIW: New install of RPM on Centos 6

Following install of ITSM packages on RPM version of current release, Centos 6 x86_64: Forwarding for documentation purposes. > One additional change was needed: > > # cd /opt/otrs > # bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=apache --web- > user=apache --web-group=apache /opt/

Re: [otrs] Statistics Scheduled

It would help if you showed us what errors you are receiving But Error showing , can anybody help me or give Exmple : - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To uns

Re: [otrs] OTRS version 3.2.7 on CentOS 6.4

Checking OTRS Scheduler service Not Running! Error! Maybe your database isn't configured yet? Did you do the setup steps in the documentation for the OTRS Scheduler service? - OTRS mailing list: otrs - Webpage: http://otrs.

Re: [otrs] OTRS version 3.2.7 on CentOS 6.4

Have a look at the actual error messages: Your storage engine is InnoDB. These tables use a different storage engine: Your current MySQL default storage engine is set to InnoDB. The listed tables are not using InnoDB. MySQL doesn't like databases that use mixed storage engines. Consult the MySQ

Re: [otrs] Google contacts database

Thanks David for the quick reply. Any open source Google contacts management utilities which you can point me to work on it. Google "linux google contacts sync LDAP". There are several good choices. Choose the one that fits your environment best. ---

Re: [otrs] Google contacts database

google contacts database I think you'll need to be a bit more specific here. Do you want to access a users' contacts, or something stored in Google Docs, or ??? If a user's contacts, then there is a Google API for this, but you'll need to write some code to do it. An easier way is to use one o

Re: [otrs] CKEDITOR is not found

Well, I'd suggest: 1) Capturing whatever error messages you can with some context. Just posting the error, it's impossible to tell. 2) Grep the source for CKEDITOR 3) Try some things yourself 4) Hire some support. You're really beyond the community support level; given th

Re: [otrs] Erro: SMTP authentication failed: 5355.7.8 Error: authentication failed: authenticatio[..]

The information OTRS has for authenticating to your outbound SMTP server is incorrect. Verify you have the correct userid and password, and enter them in the OTRS control panel. If you still get this error, then your SMTP provider has changed your information and you need to pursue it with the

Re: [otrs] Report For Survey

> still how can make reports for survey I need to > the Survey results can be exported to excel (csv) file with the individual > ratings, which includes ticket number, customer name, SLA response, SLA > resolution and average score of the questions. You've been told this several times. There's no

Re: [otrs] How to find tickets that have no followup in 2 days

As suggested by Steven , if searching article update solves, i tested, can we run the search using command line? Since you're writing the code, make it work the way YOU want it to work. Just like reports , can the searches be run using some pl file? He's suggesting you do direct SQL queries ag

Re: [otrs] Migrating Tickets to OTRS

The old system is home grown, so I can export the data in whatever format that OTRS accepts. I want to know how the import would work and what the limitations are. Unless you're prepared to do a lot of internal database manipulation, and you REALLY understand the OTRS database schema, I'd do t

Re: [otrs] OTRS and JIRA Integration

There's so many possible workflows here that I don't think any generic tool would work. The OTRS API is fairly good about providing abstract access to ticket objects, but you have to explicitly understand what workflow you're trying to implement to do something like this. There is certainly enou

Re: [otrs] copy paste not working

It's a question of browser configuration. Most Windows browsers ship with lax security. Most Unix browsers ship with more sensible settings that don't expose the entire universe by default. Check the security settings in the browser you use and see if they are set to Medium (the default for Fire

Re: [otrs] Filtering out undisclosed-recipient/non-addressed spam

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 goin

Re: [otrs] Database Conversion from MySQL to PostgreSQL

Another good option. I haven't been all that impressed with it yet, but it's improving rapidly as they clean-room reimplement some of the stuff Oracle did on the performance front. It'd just be good for Oracle to get what's coming to them. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.o

Re: [otrs] Database Conversion from MySQL to PostgreSQL

PostgreSQL http://en.wikipedia.org/wiki/Window_functions Very useful for some queries used mostly with reports (e.g. when you need that Nth occurence in ticket_history) On Thu, Mar 28, 2013 at 9:46 PM, David Boyes mailto:dbo...@sinenomine.net>> wrote: I'll see your T&Cs and r

Re: [otrs] Database Conversion from MySQL to PostgreSQL

I'll see your T&Cs and raise you window functions ?? window functions? Not sure I follow. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/

Re: [otrs] Database Conversion from MySQL to PostgreSQL

Did you run tests that showed PostgreSQL would be better performance-wise or, if not, why did you move? Oracle’s new licensing T&Cs for use of MySQL for business tasks in one big reason. The lawyers here think the new language implies that using MySQL with other applications that have a busin

Re: [otrs] IP from header

Yeah. Parsing mail headers won't give him a reliable indicator of the source IP he'd need for that, and If you had a static IP address, there's already a way to handle those. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Wednesday, March 27, 2013 10:

Re: [otrs] IP from header

Given that most customers don't control their mail servers (or use someone else's), can you explain a bit more what you're trying to accomplish? Listing the IP addresses of Google's mail servers really won't give you much useful information. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs

Re: [otrs] Any other way to control the size of LogModule::LogFile except via LogModule::LogFile::Date?

The only problem is to use a logging framework that is advanced enough to make it easy for admins when deciding what goes into the file and how size is managed. Look at log4j as a model. I see there's a version for Perl also ( http://mschilli.github.com/log4perl/ ). If it's good enough and it ha

Re: [otrs] Any other way to control the size of LogModule::LogFile except via LogModule::LogFile::Date?

In newer releases of the OTRS Windows installer I made sure Sys::Syslog is installed, so you can use it if you want. Also I'd like to switch to using the Windows event log by default in the 'future', meaning probably for OTRS 3.3. Great news. There’s no excuse these days for inventing your own l

Re: [otrs] Any other way to control the size of LogModule::LogFile except via LogModule::LogFile::Date?

You don't have to use LogFile. You can use SysLog and handle that way Second this suggestion. Individual log files for applications are a bloody nightmare (particularly if any automation or monitoring is done) and should be stamped out wherever possible.

Re: [otrs] OTRS helpdesk vs OTRS ITSM

Short version: OTRS helpdesk is the core technology of recording and allowing agents to respond to requests. OTRS ITSM imposes additional IT service management tools and concepts on the processing of requests to help you implement a ITIL-based process customized to your organization. ITSM is not

Re: [otrs] "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."

That's not GSSAPI. That's using mod_kerb to supply the user information via basic mode. Not the same animal, although it produces a similar-looking effect. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald Young Sent: Wednesday, March 20, 2013 11:33 AM To: User quest

Re: [otrs] "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."

I've done this... it works nicely. Goody! Is the code committed? I'll have some VERY happy people here if it is. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe:

Re: [otrs] "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."

Ok. I am going to start over from scratch with a fresh Config.pm and report back. Brand new day. The ultimate goal would be for the site to automatically log the user in based on the context of the user logged in to the workstation. Adding GSSAPI support to OTRS has been on my to-do list for

Re: [otrs] "Authentication succeeded, but no customer record is found in the customer backend. Please contact your administrator."

Authentication and authorization are two different things (one is "can you access this system", the other is "what are you allowed to do"). I agree that on first authentication, OTRS should create a stub record in the database for the authorized entity, but I actually think the "no privileges un

Re: [otrs] Is OTRS Helpdesk ITIL Compliant?

> > Actually till now we were using OTRS 3.1.7 which is not ITIL compliant. Remember that ITIL is not a product, it's a description of a process for handling IT-related activities. There's no such thing as a ITIL-compliant product; there's just a product that makes it easier for you to implemen

Re: [otrs] Migrate

Some steps I collected during our last upgrade; not definitive cookbook, but it worked for us: 1) If possible (and you haven't done so already), move your OTRS server to a virtual machine, preferably VMWare-based. Makes cloning in the future a lot easier. 2) Build a new VM image, an

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

Re: [otrs] How can I reset passwords for all customers?

A password expiration date would be a useful addition to OTRS (or the option to defer authentication to PAM, where we can already do that). If the password is expired, OTRS could force the password change on expiration, setting the field to zero would be "never expire". I like the PAM idea a lot

Re: [otrs] Tickets not re-opening on customer reply.

One reason: by using an alias and processing the stuff immediately as it comes in, he doesn't have any exposure to DOS attacks on an actual userid on the system with the potential to fill /var/mail before the postmaster filter runs, and it increases the responsiveness of the system as a whole (w

Re: [otrs] Modify Criticality on a ticket basis

Prefix this by "it depends on your organization's priorities, but..." > Let's say that our OTRS system has a service called OTRS with a criticality of > 4 high because, if it fails, no agent can work. > Let's say there is a problem in OTRS: the company logo is mirrored and > unreadable. It's a pro

Re: [otrs] OTRS now on github

> Would it be possible to have the .gitignore updated to exclude all locations > that OTRS "writes" to (or what settings are required so can I configure OTRS > to store it's data/configuration in a completely separate location). So that I > can keep my local OTRS installation up-to-date with git bu

Re: [otrs] Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender

unfortunatelly, there is no error. The the last entry in SMTP log (of Exchange server) is successfull authentication and that´s all. Besides, the install script http://localhost/otrs/installer.pl found IMAPS and SMTPS is working fine Then the problem is in the list of hosts that

Re: [otrs] Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender

That error is coming from the remote SMTP server. There should be a message logged on their side as to what address you are actually sending in the SMTP envelope and the address it's coming from. Contact your SMTP provider and ask them for that data and what IP ranges from which you are authoriz

Re: [otrs] Need to set customers/agents's auth witn LDAP.

> On 8 February 2013 16:37, David Boyes wrote: > > Actually, it’s not that bad. > With all due respect David your system is highly customised and you must > have the people power (or skills) to maintain your custom setup. > I don't want to have to do any of that custom

Re: [otrs] Need to set customers/agents's auth witn LDAP.

DAP. > > On 8 February 2013 16:37, David Boyes wrote: > > Actually, it’s not that bad. > > > > At the most basic level, you can treat the static info as an array of > > text lines and read/interpret them sequentially. That at least doesn’t > > bind the in

Re: [otrs] Resetting a Dynamic Field when Escalation Update timer resets

Can somebody help me on this, I really need this. You should probably look into a paid support contract with a vendor if you have time-critical requirements for responses. This is a volunteer forum, and there's no guarantees. You also just posted your note yesterday, so you might want to give

Re: [otrs] Need to set customers/agents's auth witn LDAP.

Actually, it's not that bad. At the most basic level, you can treat the static info as an array of text lines and read/interpret them sequentially. That at least doesn't bind the information to a file on a specific server and gives you much more granular control of configuration management on o

Re: [otrs] Need to set customers/agents's auth witn LDAP.

> One of my big issues with OTRS is the configuration is utter crap. Too many > places to configure things, everything should really be just configured > through Sysconfig instead of having to mess about with text files (and perl > based text files at that), and ideally stored in the database to ma

Re: [otrs] OTRS Manager

Looks like as of April, 2012, this gadget has been sold to a private company and the open source version is no longer maintained. Looks kinda cool, though. From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Jean BROW Sent: Saturday, February 02, 2013 2:19 PM To: User questio

Re: [otrs] otrs 3.1.11

> Edit Kernel/System/Ticket.pm and change line 3944, update the message > returned, change from 'Need StateID or State!' to "Need StateID or State! > Ticket: $Param{TicketID}". He does have a point, though. An good error message should give as much context as possible (answering the basic journal

Re: [otrs] NLB (load balancing) OTRS

bogdan: I think if the shared file system would be required just for attachments, it wouldn't need to be very fancy. I think OTRS doesn't modify what it has already written on disk for articles / attachments. So it only does reads and additional writes. No editing. It does rely on a consistent

Re: [otrs] NLB (load balancing) OTRS

I'm not familiar with LVS or Linux-HA (mostly used MS platforms until ~ recently) so the next question may be born out of confusion: You have the load balancing performed by machines runnings LVS and the Linux-HA is running on the app nodes? Correct. LVS handles session distribution and session

Re: [otrs] NLB (load balancing) OTRS

It is, but that would mean it wouldn't be able to process incoming emails from the other OTRS system, the system ID gets embedded in the full ticket "number", the system ID is primarily used to allow separate OTRS systems to send emails back and forth (assuming the system IDs are different) wit

Re: [otrs] NLB (load balancing) OTRS

While I appreciate the general advice, please note I'm not trying to reinvent anything. Instead, I want to prepare for natural problems that OTRS will run into when reaching a size that requires load balancing. OK, I was jotting down some thoughts – sorry if it came off wrong. More details inli

Re: [otrs] NLB (load balancing) OTRS

Thoughts: Rather than invent a application-specific solution, look at Linux-HA (www.linux-ha.org). They’ve solved most of these problems in a neatly packaged way. There’s existing code to handle session affinity and most of the request distribution process. If you stor

[otrs] OTRS Authentication against Samba 4 AD implementation?

Now that Samba 4 implements Active Directory protocols to the point of being able to implement full AD function without any Windows servers or licenses, has anyone done any work with getting OTRS to authenticate against a Samba 4 AD domain? I'm looking into it here, but if someone's already done

Re: [otrs] Audit trail of system changes

Delegate privileges to specific users and disable the built-in administration user. Pretty much the same steps you would take to control the use of the generic root/Administrator ids at the OS level. That will at least give you some idea of who was logged in at the time, and OTRS does capture r

Re: [otrs] respect foreign ticket IDs

http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons/feature-add-on-external-ticket-number-recognition/ Neat! Haven’t encountered that one before. Should have figured that the OTRS folk had encountered this before... 8-) -

Re: [otrs] respect foreign ticket IDs

On one hand I don't like the idea of spreading this work away from the OTRS, on the other hand I _don't_ control the mail server. I _could_ do a fetchmail/procmail solution though, if nothing else works. Yeah. I would do this outside OTRS because it's really a translation function between OTRS a

Re: [otrs] respect foreign ticket IDs

I think that's Utopia, isn't it? Are there any other ways? Do I have to modify the sources to let OTRS recognize the foreign numbers? I would do this outside OTRS. If you control the mail server that receives mail for OTRS, give the client a specific alias for the automated reports and make su

Re: [otrs] open ticket forwarding mail

So do I. But to do that, you have to have some way of conveying the original address in a way that OTRS can understand it, and that's not possible in your configuration without supplying that information in another form than the RFC822 email headers. The postmaster filter approach outlined in a

Re: [otrs] open ticket forwarding mail

...still interested in a OTRS way to rewrite the From: in forwarded email OTRS can't perform miracles. When you forward a message, you're creating a completely new message and new headers, and that is completely under the control of your mail client. If your mail client can't resend it transp

Re: [otrs] open ticket forwarding mail

That's more a question of what email client you use. Some clients (elm, pine, etc) provide a function that redelivers messages to another destination with the original headers intact (as if it were originally sent to that destination).

Re: [otrs] Fetching mails from Lotus Domino without POP/IMAP access

Except she said that she is specifically forbidden to do that by corporate policy. This isn’t a technical problem, it’s a political one. The suggestion I made works because if the separate Notes server is a separate administrative domain, there is no way to compromise the existing server ids, b

Re: [otrs] Fetching mails from Lotus Domino without POP/IMAP access

If they've got the Notes server locked down that severely, you're pretty much stuck. The Notes replication protocol is not published, and the only thing that will provide a OTRS server access to that internal resource is the Notes POP/IMAP server. Your only option is pretty much getting them to

Re: [otrs] Link OTRS tickets (or articles) to existing CRM system

> > We have an existing CRM system. Currently our support agents are copying > the ticket ID over to the CRM system every time they receiving an ticket. > > > > Anyone have any good idea how I can make the life more easier for my > support agents? Most CRM systems have an external API or the abili

Re: [otrs] How to setup customer users,

Another interesting note: Samba 4 (with the full independent AD implementation mandated by the EU judgment against MS) was released this week. No Windows CALs required to do authentication against it, and can be managed directly with the MS tools *and* it supports replication of AD forests. He m

Re: [otrs] restore article_attachment from article_plain after table crash

. Also, I'd consider whether filesystem/FS storage of attachment would be a better choice if they're that important to your workflow, as they'd be out of the database and able to be backed up via filesystem. I would probably concur. Wrt to where attachments are stored, if storing the attachmen

Re: [otrs] reg: session cookie to set as secure

Define "secure". What are their requirements? What audit trail do they require? What have you tried so far? From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of ravi shanker Sent: Tuesday, November 27, 2012 9:33 PM To: otrs@otrs.org Subject: [otrs] reg: session cookie to set a

Re: [otrs] RPM repo (was: FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development)

to set selinux to permissive. Would there be any RHEL syadmin that can help with the SElinux profile? Would there be people interested in testing such an RPM repo? -- Mike. Op 27 nov. 2012 16:35 schreef "David Boyes" mailto:dbo...@sinenomine.net>> het volgende: A suggestion: Some

Re: [otrs] RPM repo (was: FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development)

Thanks for the suggestion - I appreciate your concern. Better packaging has been long on our wish list but the list is long and the amount of hours in a day is not. Yeah. These days it’s a real distinguishing factor, especially for enterprise-grade stuff. IBM and Oracle get this one wrong most

[otrs] FW: OTRS 3.2 beta – statement from Manuel Hecht, Vice President Global Software Development

A suggestion: Something that would be really helpful if you’d like to encourage beta testing: a network-accessible repository (either yum or apt, preferably both) that can be added to a system, and then used to install, eg a repository definition file that can be retrieved with wget, and then b

Re: [otrs] Multiple LDAP Authentication Sources

If you're already copying AD information into a local database, why not sync it to different branches of a pair of local LDAP servers using slapd, and have two sources that start at a common branch and search downward? That would give you only 2 sources to check (a primary and a backup), but al

Re: [otrs] otrs auto merge feature

> Not quite true David, like I commented, try enabling SearchInReferences. I have. It still misses fairly frequently (at least for us), which is why I didn't mention it. But, that may be a function of our customer base often having very old MUA/MTAs that don't reliably implement a lot of the new

Re: [otrs] otrs auto merge feature

the unique identifier is the subject of the email. There are a lot of ugly failure and/or race condition scenarios here. What would happen if another agent dropped in an email from another customer that happened to have the same subject line while you were dropping a batch in? Would you want tha

Re: [otrs] otrs auto merge feature

Well, it DOES check the subject line - for the OTRS ticket # that would associate those emails. Does the subject line contain that? Otherwise is there some unique identifier that OTRS could use to tell they were associated? You could try to scan for it in the postmaster input, but there has to

Re: [otrs] OTRS : Duplicate emails gets via POP3

One thing I did use procmail for at one implementation was to alert a department manager (cc email) when a ticket request came from a department employee. Of course, it didn't have the ticket number, but otherwise it was a good-enough workaround. Yeah - there is where procmail really shines.

Re: [otrs] OTRS : Duplicate emails gets via POP3

> -Original Message- > From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of > Gerald Young > And in my case, I use procmail which has none of these issues and receives > mail instantly into OTRS. Agreed. Procmail wins big. But, if you're stuck with the POP option (a

Re: [otrs] OTRS : Duplicate emails gets via POP3

Depends a lot on the POP server implementation, too. If the POP server is set to rate-limit incoming connections (default on recent versions of Exchange, and most of the “free” email providers these days), the client (in this case, OTRS) will see the full list of messages in the mailbox, but wil

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