December 2002 - otrs - OTRS mailing lists

Almost there, just two questions
by Hans Scheffers 19 Dec '02

19 Dec '02

So the system is working at the moment, I just have 2 questions left: Is it possible to assign a sound to incoming messages? How do I assign a different auto-reply to a queue ( so help reply to a help-request, info reply to a info request)? greetz Hans

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Ticket Age
by Diego Fernandez 19 Dec '02

19 Dec '02

Hi Martin. I'm here http://helpdesk.openware.biz/otrs/index.pl?Action=AgentStatusView&SortBy=Ag… and I noticed that U and D order for ticket Age, are inverted. Which archive do I have to change to correct this? Thanks, Diego.

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Maillogging (Was: Sendmail config)
by Hans Scheffers 19 Dec '02

19 Dec '02

Martin, Using the webform.pl, I get the following in my mail log: Dec 19 15:14:22 mail sendmail[9689]: gBJEEMw09689: Authentication-Warning: mail.jiffie.nl: nobody set sender to Hans using -f Dec 19 15:14:22 mail sendmail[9689]: gBJEEMw09689: forward /opt/OpenTRS//.forward.mail+: Group writable directory Dec 19 15:14:22 mail sendmail[9689]: gBJEEMw09689: forward /opt/OpenTRS//.forward+: Group writable directory Dec 19 15:14:22 mail sendmail[9689]: gBJEEMw09689: forward /opt/OpenTRS//.forward.mail: Group writable directory Dec 19 15:14:22 mail sendmail[9689]: gBJEEMw09689: forward /opt/OpenTRS//.forward: Group writable directory Dec 19 15:14:22 mail sendmail[9689]: gBJEEMw09689: from=Hans, size=336, class=0, nrcpts=1, msgid=<200212191414.gBJEEMw09689(a)mail.jiffie.nl>, relay=nobody@localhost Dec 19 15:14:22 mail procmail[9693]: Suspicious rcfile "/opt/OpenTRS//.procmailrc" Dec 19 15:14:22 mail sendmail[9692]: gBJEEMw09689: to=Misc <otrs@localhost>, ctladdr=Hans (509/508), delay=00:00:00, xdelay=00:00:00, mailer=local, pri=30336, dsn=2.0.0, stat=Sent After this, the mail is in /var/spool/mail/otrs, not in the otrs system greetz Hans

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Text free, article free
by Diego Fernandez 19 Dec '02

19 Dec '02

Hi Martin, I'm at ~otrs/index.pl?Action=AgentUtilities What are these Ticket free text |------| | [ ] | |------| Article free text |------| | [ ] | |------| ? Thanks, Diego

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Sendmail config
by Hans Scheffers 19 Dec '02

19 Dec '02

Hi My sendmail has the following procmail rules: > Mlocal, P=/usr/bin/procmail, F=lsDFMAw5:/|@qSPfhn9, > S=EnvFromL/HdrFromL, R=EnvToL/HdrToL, > T=DNS/RFC822/X-Unix, > A=procmail -Y -a $h -d $u > Mprog, P=/bin/sh, F=lsDFMoqeu9, S=EnvFromL/HdrFromL, > R=EnvToL/HdrToL, D=$z:/, > T=X-Unix/X-Unix/X-Unix, > A=sh -c $u This doesn't seem to work, could you tell me what is wrong? greetz Hans

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troubels with postmaster or ?
by EDV-Bieger office 19 Dec '02

19 Dec '02

Hi First thx for the realy good RT system. But after 30 Minutes it brings the folloing errormessages and stop working Machine and Software facts : HW: IBM PCserver 330 2 x 266 Mhz Pentium 2, 2 giga Ram .... bla bla bla Software: Suse Linux 7.3 Kernel: 2.4.10-64GM-SMP #1 Perl: /usr/lib/perl5/5.6.1/i586-linux /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i586-linux /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl PHP: 4.0.6 Apache: Webserver version: Apache/1.3.20 mod_python/2.7.5 Python/2.1.1 PHP/4.0.6 mod_perl/1.26 Mysql: Ver 11.15 Distrib 3.23.41 otrs: Version 0.5 BETA8 Builddate: Fri Oct 25 16:03:11 CEST 2002 Installed from OTRS-7.3-0.5-BETA8.i386.rpm Config.pm Ver:1.67 2002/10/25 00:08:28 martin Exp $ Postmaster Ver: 1.3 2002/10/25 11:45:06 martin EXP $ -> from log /var/log/warn after sending a Email to OTRS system Email Dec 19 00:50:11 tracker OTRS-PM[2422]: [Error][Kernel::System::Ticket::State::StateLookup][Line:74]: No StateID for new found! Dec 19 00:50:11 tracker OTRS-PM[2422]: [Error][Kernel::System::Ticket::CreateTicketDB][Line:150]: No StateID!!! Dec 19 00:50:11 tracker OTRS-PM[2422]: [Error][Kernel::System::Ticket::SetCustomerNo][Line:404]: Need TicketID! Dec 19 00:50:11 tracker OTRS-PM[2422]: [Error][Kernel::System::Ticket::Article::CreateArticle][Line:56]: Need Ti cketID! Dec 19 00:50:11 tracker OTRS-PM[2422]: [Error][Kernel::System::Ticket::State::SetState][Line:132]: Need TicketID ! Dec 19 00:50:11 tracker OTRS-PM[2422]: [Error][Kernel::System::PostMaster::NewTicket::Run][Line:173]: Can't proc ess email with MessageID <<001001c2a6f0$9fef09c0$6d00a8c0@host>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! on the Webinterface you can produce a similar output when you try to open a phoneticket Handle: /usr/lib/perl5/site_perl/5.6.1/i586-linux/Apache/Registry.pm Frontend Unterfunktion: Kernel::Modules::AgentPhone::Run (v 1.14) Frontend Zeile: 370 Backend Unterfunktion: Kernel::System::Ticket::Article::CreateArticle (v 1.2) Backend Zeile:56 Backend BackendMessage:Need TicketID! looks in /var/log/warn like this Dec 19 01:46:12 tracker OTRS-CGI[1415]: [Error][Kernel::System::Ticket::State::StateLookup][Line:74]: No StateID for open found! Dec 19 01:46:12 tracker OTRS-CGI[1415]: [Error][Kernel::System::Ticket::State::StateLookup][Line:74]: No StateID for closed succsessful found! Dec 19 01:46:12 tracker OTRS-CGI[1415]: [Error][Kernel::System::Ticket::State::StateLookup][Line:74]: No StateID for closed unsuccsessful found! Dec 19 01:46:23 tracker OTRS-CGI[1320]: [Error][Kernel::System::Ticket::State::StateIDLookup][Line:89]: Need StateID! Dec 19 01:46:23 tracker OTRS-CGI[1320]: [Error][Kernel::System::Ticket::State::StateLookup][Line:48]: Need State! Dec 19 01:46:23 tracker OTRS-CGI[1320]: [Error][Kernel::System::Ticket::CreateTicketDB][Line:150]: No StateID!!! Dec 19 01:46:23 tracker OTRS-CGI[1320]: [Error][Kernel::System::Ticket::Article::CreateArticle][Line:56]: Need TicketID! I try to set a second system Emailadress like order@FQDN -> order@localhost but is stores the mails in the spoolfile and nothing happens. I am play a time with the Mail server but hes working fine. Have anyone hints for me please?? kindest regards hb

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Re: [otrs] Customer answer by mail?
by Diego Fernandez 18 Dec '02

18 Dec '02

Martin Edenhofer Para: otrs(a)otrs.org <martin@edenh cc: ofer.de> Asunto: Re: [otrs] Customer answer by mail? Enviado por: otrs-admin@ot rs.org 12/18/02 03:21 PM Por favor, responda a otrs Hi Martin, > Hi Diego, > On Wed, Dec 18, 2002 at 02:50:15PM -0300, Diego Fernandez wrote: > > > > Is it possible to receive requests directly by mail? > > > > I don't know how. > > > > > > Ahh! You mean directly via SMTP? > > > > > > Yes, if you write an email to otrs(a)your.host (of course this > > > machine/MTA needs to be configured ...). > > > > And For example, > > a customer store a Request via web to this queue: Servicios Gestionados > > (SG(a)helpdesk.openware.biz) that I have in my system. A new Ticket is > > generated and sent an autoreply to the customer with the ticket number. > > An Agent answers this request via web, and sends the mail to the customer. > > Can that Customer reply to that answer via mail(The mail address will be > >SG(a)helpdesk.openware.biz)?, > > Yes. This is a normal job. The customer can use the web interface or/and the > email interface. I'm using sendmail as MTA. To which script or binary should I passed the incoming mail? > Martin Thanks, Diego.

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Customer answer by mail?
by Diego Fernandez 18 Dec '02

18 Dec '02

Hi Martin, > > Is it possible to receive requests directly by mail? > > I don't know how. > > Ahh! You mean directly via SMTP? > > Yes, if you write an email to otrs(a)your.host (of course this > machine/MTA needs to be configured ...). And For example, a customer store a Request via web to this queue: Servicios Gestionados (SG(a)helpdesk.openware.biz) that I have in my system. A new Ticket is generated and sent an autoreply to the customer with the ticket number. An Agent answers this request via web, and sends the mail to the customer. Can that Customer reply to that answer via mail(The mail address will be SG(a)helpdesk.openware.biz)?, and can that message, by the ticket number, be atached to the customer Ticket as if it where stored by the Customer web frontend? > > > Thanks, > > Diego > > Martin Thanks. Diego.

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Re: [otrs] request by mail?
by Diego Fernandez 18 Dec '02

18 Dec '02

> > Is it possible to receive requests directly by mail? > > I don't know how. > > Ahh! You mean directly via SMTP? > > Yes, if you write an email to otrs(a)your.host (of course this > machine/MTA needs to be configured ...). And at which queue will the request go? > > > Thanks, > > Diego > > Martin

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request by mail?
by Diego Fernandez 18 Dec '02

18 Dec '02

Hi Martin, Is it possible to receive requests directly by mail? I don't know how. Thans, Diego

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