June 2002 - otrs - OTRS mailing lists

RE: [otrs] Qmail and OTRS
by Dan Rau 22 Jun '02

22 Jun '02

I'm still getting a bounced message (no such mailbox)to the sender of mail addressed to support(a)mydomain.com. See the transcript from my mail log below. The email address that I am trying to get to otrs@localhost is support(a)mydomain.com I put the following line in ~optrs/.qmail "| /var/qmail/bin/preline procmail" In the folder /home/vpopmail/domains/mydomain.com is a file .qmail-support that simply has "&otrs@localhost" in it. I do not have a file called .qmail-support in my /var/qmail/alias folder. I will settle for using an alias since there will be very few queues on this system so I don't mind manually adding aliases if necessary. Thanks, Dan Rau 303-394-3006 (office) 303-619-1904 (mobile) 630-566-3378 (fax) <<<<snip>>>>> 2002-06-22 12:36:34.610791500 info msg 736913: bytes 685 from <drau(a)xxx.com> qp 5988 uid 505 2002-06-22 12:36:34.613134500 starting delivery 1: msg 736913 to local mydomain.com-support(a)mydomain.com 2002-06-22 12:36:34.613143500 status: local 1/10 remote 0/20 2002-06-22 12:36:34.622230500 new msg 737477 2002-06-22 12:36:34.622235500 info msg 737477: bytes 796 from <drau(a)xxx.com> qp 5990 uid 89 2002-06-22 12:36:34.624989500 starting delivery 2: msg 737477 to local otrs@localhost 2002-06-22 12:36:34.624997500 status: local 2/10 remote 0/20 2002-06-22 12:36:34.625002500 delivery 1: success: did_0+1+0/qp_5990/ 2002-06-22 12:36:34.625007500 status: local 1/10 remote 0/20 2002-06-22 12:36:34.625012500 end msg 736913 2002-06-22 12:36:34.631792500 delivery 2: failure: Sorry,_no_mailbox_here_by_that_name._(#5.1.1)/ 2002-06-22 12:36:34.631801500 status: local 0/10 remote 0/20 2002-06-22 12:36:34.637398500 bounce msg 737477 qp 5993 2002-06-22 12:36:34.637404500 end msg 737477 2002-06-22 12:36:34.637407500 new msg 737478 2002-06-22 12:36:34.637411500 info msg 737478: bytes 1332 from <> qp 5993 uid 510 2002-06-22 12:36:34.639789500 starting delivery 3: msg 737478 to remote drau(a)xxx.com 2002-06-22 12:36:34.639798500 status: local 0/10 remote 1/20 2002-06-22 12:36:35.159816500 delivery 3: success: 216.87.86.2_accepted_message./Remote_host_said:_250_OK/ <<<<snip>>>>> -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Saturday, June 22, 2002 6:13 AM To: otrs(a)otrs.org Subject: Re: [otrs] Qmail and OTRS Hi Dan, On Thu, Jun 20, 2002 at 11:15:26PM -0500, Dan Rau wrote: > I've installed OpenTRS on a Suse 7.3 system that has QMAIL as my MDA > (both POP and SMTP). > > Does anyone have a sample on how to configure qmail to receive an > email to one of my locally hosted domains (help(a)domain.com > <mailto:help@domain.com> for example) and forward it to > otrs@localhost? Or is there a way to get OpenTRS to check a specific > mailbox that is hosted on this machine? > > I tried creating a .qmail-help file that forwards to otrs@localhost > but it just bounces back to the sender. I know it! ;-) Use Procmail: Put '| preline procmail' into ~otrs/.qmail. They will need to use a full path for procmail unless procmail is in the system's startup PATH. (Source http://es.qmail.org/documentacion/autor/FAQ/html/qmail-FAQ-8.html#ss8.7) Deliver a mail to the user otrs@localhost and bin/PostMaster.pl will handle this email. PS0: a maildir or aliases would also work. But if you use procmail, you can use advanced dispatching of incoming emails (see http://otrs.org/pages/index.pl?Action=Ext&Site=Docu/xheader_otrs_queue.html) PS1: A feedback would be nice, so I can put it to the OpenTRS docu! Thanks. > Thanks, > > Dan Rau Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ OpenTRS 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] Qmail and OTRS
by Dan Rau 22 Jun '02

22 Jun '02

Wow, that was an ugly snip. Sorry about that. Here it is formatted properly: <<<<snip>>>>> 2002-06-22 12:36:34.610791500 info msg 736913: bytes 685 from <drau(a)xxx.com> qp 5988 uid 505 2002-06-22 12:36:34.613134500 starting delivery 1: msg 736913 to local mydomain.com-support(a)mydomain.com 2002-06-22 12:36:34.613143500 status: local 1/10 remote 0/20 2002-06-22 12:36:34.622230500 new msg 737477 2002-06-22 12:36:34.622235500 info msg 737477: bytes 796 from <drau(a)xxx.com> qp 5990 uid 89 2002-06-22 12:36:34.624989500 starting delivery 2: msg 737477 to local otrs@localhost 2002-06-22 12:36:34.624997500 status: local 2/10 remote 0/20 2002-06-22 12:36:34.625002500 delivery 1: success: did_0+1+0/qp_5990/ 2002-06-22 12:36:34.625007500 status: local 1/10 remote 0/20 2002-06-22 12:36:34.625012500 end msg 736913 2002-06-22 12:36:34.631792500 delivery 2: failure: Sorry,_no_mailbox_here_by_that_name._(#5.1.1)/ 2002-06-22 12:36:34.631801500 status: local 0/10 remote 0/20 2002-06-22 12:36:34.637398500 bounce msg 737477 qp 5993 2002-06-22 12:36:34.637404500 end msg 737477 2002-06-22 12:36:34.637407500 new msg 737478 2002-06-22 12:36:34.637411500 info msg 737478: bytes 1332 from <> qp 5993 uid 510 2002-06-22 12:36:34.639789500 starting delivery 3: msg 737478 to remote drau(a)xxx.com 2002-06-22 12:36:34.639798500 status: local 0/10 remote 1/20 2002-06-22 12:36:35.159816500 delivery 3: success: 216.87.86.2_accepted_message./Remote_host_said:_250_OK/ <<<<snip>>>>> Dan Rau 303-394-3006 (office) 303-619-1904 (mobile) 630-566-3378 (fax) -----Original Message----- From: Dan Rau Sent: Saturday, June 22, 2002 1:46 PM To: 'otrs(a)otrs.org' Subject: RE: [otrs] Qmail and OTRS I'm still getting a bounced message (no such mailbox)to the sender of mail addressed to support(a)mydomain.com. See the transcript from my mail log below. The email address that I am trying to get to otrs@localhost is support(a)mydomain.com I put the following line in ~optrs/.qmail "| /var/qmail/bin/preline procmail" In the folder /home/vpopmail/domains/mydomain.com is a file .qmail-support that simply has "&otrs@localhost" in it. I do not have a file called .qmail-support in my /var/qmail/alias folder. I will settle for using an alias since there will be very few queues on this system so I don't mind manually adding aliases if necessary. Thanks, Dan Rau 303-394-3006 (office) 303-619-1904 (mobile) 630-566-3378 (fax) <<<<snip>>>>> 2002-06-22 12:36:34.610791500 info msg 736913: bytes 685 from <drau(a)xxx.com> qp 5988 uid 505 2002-06-22 12:36:34.613134500 starting delivery 1: msg 736913 to local mydomain.com-support(a)mydomain.com 2002-06-22 12:36:34.613143500 status: local 1/10 remote 0/20 2002-06-22 12:36:34.622230500 new msg 737477 2002-06-22 12:36:34.622235500 info msg 737477: bytes 796 from <drau(a)xxx.com> qp 5990 uid 89 2002-06-22 12:36:34.624989500 starting delivery 2: msg 737477 to local otrs@localhost 2002-06-22 12:36:34.624997500 status: local 2/10 remote 0/20 2002-06-22 12:36:34.625002500 delivery 1: success: did_0+1+0/qp_5990/ 2002-06-22 12:36:34.625007500 status: local 1/10 remote 0/20 2002-06-22 12:36:34.625012500 end msg 736913 2002-06-22 12:36:34.631792500 delivery 2: failure: Sorry,_no_mailbox_here_by_that_name._(#5.1.1)/ 2002-06-22 12:36:34.631801500 status: local 0/10 remote 0/20 2002-06-22 12:36:34.637398500 bounce msg 737477 qp 5993 2002-06-22 12:36:34.637404500 end msg 737477 2002-06-22 12:36:34.637407500 new msg 737478 2002-06-22 12:36:34.637411500 info msg 737478: bytes 1332 from <> qp 5993 uid 510 2002-06-22 12:36:34.639789500 starting delivery 3: msg 737478 to remote drau(a)xxx.com 2002-06-22 12:36:34.639798500 status: local 0/10 remote 1/20 2002-06-22 12:36:35.159816500 delivery 3: success: 216.87.86.2_accepted_message./Remote_host_said:_250_OK/ <<<<snip>>>>> -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Saturday, June 22, 2002 6:13 AM To: otrs(a)otrs.org Subject: Re: [otrs] Qmail and OTRS Hi Dan, On Thu, Jun 20, 2002 at 11:15:26PM -0500, Dan Rau wrote: > I've installed OpenTRS on a Suse 7.3 system that has QMAIL as my MDA > (both POP and SMTP). > > Does anyone have a sample on how to configure qmail to receive an > email to one of my locally hosted domains (help(a)domain.com > <mailto:help@domain.com> for example) and forward it to > otrs@localhost? Or is there a way to get OpenTRS to check a specific > mailbox that is hosted on this machine? > > I tried creating a .qmail-help file that forwards to otrs@localhost > but it just bounces back to the sender. I know it! ;-) Use Procmail: Put '| preline procmail' into ~otrs/.qmail. They will need to use a full path for procmail unless procmail is in the system's startup PATH. (Source http://es.qmail.org/documentacion/autor/FAQ/html/qmail-FAQ-8.html#ss8.7) Deliver a mail to the user otrs@localhost and bin/PostMaster.pl will handle this email. PS0: a maildir or aliases would also work. But if you use procmail, you can use advanced dispatching of incoming emails (see http://otrs.org/pages/index.pl?Action=Ext&Site=Docu/xheader_otrs_queue.html) PS1: A feedback would be nice, so I can put it to the OpenTRS docu! Thanks. > Thanks, > > Dan Rau Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ OpenTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs _______________________________________________ OpenTRS 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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Qmail and OTRS
by Dan Rau 22 Jun '02

22 Jun '02

I've installed OpenTRS on a Suse 7.3 system that has QMAIL as my MDA (both POP and SMTP). Does anyone have a sample on how to configure qmail to receive an email to one of my locally hosted domains (help(a)domain.com <mailto:help@domain.com> for example) and forward it to otrs@localhost? Or is there a way to get OpenTRS to check a specific mailbox that is hosted on this machine? I tried creating a .qmail-help file that forwards to otrs@localhost but it just bounces back to the sender. Any help would be appreciated. Thanks, Dan Rau 303-394-3006 (office) 303-619-1904 (mobile) 630-566-3378 (fax)

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State of a Ticket & Grouping of Tickets
by Tom Schröder 18 Jun '02

18 Jun '02

Hi, I have installed OTRS recently and played with the settings and the system. Now I have some questions! ;-) - Is there a way to change the state of a ticket? All Tickets are marked as "new". How can I switch to state "open" or is this done automagically? - Is it possible to group tickets together, when they are all matching the same problem? I'm using the 0.5 Beta5. Thank you for this piece of software. have fun, bye!tom -- || Tom Schroeder || Systemadministrator || TILL.DE || || ts(a)till.de || http://www.till.de/ || info(a)till.de ||

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Time spent on a ticket resolution/startup-script for redhat..
by Pablo Ruiz Garcia 09 Jun '02

09 Jun '02

Is there any way to store/get the time spent on the resolution of a ticket? And ¿What are the "Stop work"/"Start work" links for? PD: The attached file is a redhat's startup script -- Pablo Ruiz Garcia (Pci) Consultor de Seguridad - Tiger Team IP6 Seguridad (pruiz(a)ip6seguridad.com) http://www.ip6seguridad.com/pgp/pruiz.asc

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howto automated email on close?
by Ingo Ciechowski 09 Jun '02

09 Jun '02

Hi, I'm trying to generate an automated mail to the ticket originator whenever a ticket is closed, so that he's informed about the status change. Am I right that there's usually no way to get that - and if so: what's the easiest approach to get this going? Ingo -- -----BEGIN GEEK CODE BLOCK----- Version: 3.1 GCM/IT/B/O d+(-) s+:++ a C++ UL++++$ P++$ L+++@ E- W+++@ N+ o? K? w-- O M++@ V PS+ PE++ Y+ PGP++ t++ 5 X R tv+ b+@ DI+@ D--- G+ e? h-- r+++@ y? ------END GEEK CODE BLOCK------

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Authentification abstraction
by Atif Ghaffar 09 Jun '02

09 Jun '02

Hi all, I want to separate user_information from auth_information. The reason is that the authentification may come from some other source. The authorization will still be done from otrs db. Examples. Users in LDAP: Authentify from LDAP. (user/pass ok? next : deny) Authorize from (user in db and isValid ? next : deny ) Users from another DB: Horde users for example: Or maybe a site running Slashcode/phpversion of slashdot Authentify from another DB( define db, table, userfield, passfield) Authorize from otrs Users from otrs DB: Authentify from table (auth) Authorie from table (system_users) makes sense? I want to create a small table called "auth" id int auto_increment login varchar not null pw varchat not null and authentify from this table. Once this goal is reached, writting other Auth classes would be a breeze. please comment. best regards PS:: Is there a dev mailing list? If yes, I dont want to bore the users. -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar(a)developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq

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HTML Output changes
by Atif Ghaffar 09 Jun '02

09 Jun '02

hi Martin, I want to make changes to the default theme. I am working on the CVS currently. Shall I make changes to Standard theme or shall I create a new one? Also, I want to use CSS instead of font colors etc where possible. The CSS can be in the header file or an external file. The idea is that just by modifying the CSS attributes, you can have a different looking setup. waiting for your input. best regards. -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar(a)developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq

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Successfull closed tickets reopenable?
by Stefan Schmidt 07 Jun '02

07 Jun '02

Hi, can someone (Martin I think) tell me, what happens to a ticket, which was closed successfully by an agent answer, when a customer reply arrives? I (beta5) have the problem, that [stats] tells me, there are 2 open tickets, but only one is shown in the QueueView. If I look at the ticket history, I can see the answer has arrived, but the ticket state is closed. What can I do? The customer gets no answer, I cannot see the inquiry, so nothing will be done... BTW: is there a possibility to reopen a ticket? If it is a bug, I enter it in bugzilla, so tell me if it was my fault, or OTRS's. Stefan -- Stefan Schmidt Email: jsj(a)jsj.dyndns.org jsj(a)exsuse.de Bremen jsj-hb(a)t-online.de s.schmidt(a)iu-bremen.de

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html formatted mails
by Christoph Kaulich 05 Jun '02

05 Jun '02

Hello, I was just playing around with otrs. And I received a html formatted mail. In the qeue view it was displayed in source code, very hard to read. I had to zoom to read this mail. Is there a way to change this? Christoph

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