September 2002 - otrs - OTRS mailing lists

autoresponse does not honour Reply-To
by Phil Davis 15 Oct '02

15 Oct '02

I have just started looking at OTRS and it looks like a very good system. I am using Sun Solaris 5.7 but it works just fine (except that SetPermisions.sh fails since no bash and chown syntax is different). One thing I found during testing was that the initial auto response from PostMaster was always sent to the From address and ignored any Reply-To email address. The following patch (against 0.5BETA7) fixes this. -- Phil Davis *** CURRENT/OpenTRS/Kernel/System/PostMaster/NewTicket.pm Mon Sep 9 12:22:13 2002 --- orig/OpenTRS/Kernel/System/PostMaster/NewTicket.pm Mon Aug 5 13:29:49 2002 *************** *** 166,182 **** QueueID => $QueueID, Type => $AutoResponseType, ); - - my $Send_to = $GetParam{ReplyTo}; - if ($Send_to eq "") { - $Send_to = $GetParam{From}; - } - if ($Data{Text} && $Data{Realname} && $Data{Address} && !$GetParam{'X-OTRS-Loop'}) { # -- # check / loop protection! # -- ! if (!$Self->{LoopProtectionObject}->Check(To => $Send_to)) { # add history row $TicketObject->AddHistoryRow( TicketID => $TicketID, --- 166,176 ---- QueueID => $QueueID, Type => $AutoResponseType, ); if ($Data{Text} && $Data{Realname} && $Data{Address} && !$GetParam{'X-OTRS-Loop'}) { # -- # check / loop protection! # -- ! if (!$Self->{LoopProtectionObject}->Check(To => $GetParam{From})) { # add history row $TicketObject->AddHistoryRow( TicketID => $TicketID, *************** *** 187,193 **** return; } # write log ! if (!$Self->{LoopProtectionObject}->SendEmail(To => $Send_to)) { return; } --- 181,187 ---- return; } # write log ! if (!$Self->{LoopProtectionObject}->SendEmail(To => $GetParam{From})) { return; } *************** *** 239,248 **** TicketID => $TicketID, TicketObject => $TicketObject, HistoryType => 'SendAutoReply', ! HistoryComment => "Sent auto response to '$Send_to'", From => "$Data{Realname} <$Data{Address}>", Email => $Data{Address}, ! To => $Send_to, RealName => $Data{Realname}, Charset => $Data{Charset}, Subject => $Subject, --- 233,242 ---- TicketID => $TicketID, TicketObject => $TicketObject, HistoryType => 'SendAutoReply', ! HistoryComment => "Sent auto response to '$GetParam{From}'", From => "$Data{Realname} <$Data{Address}>", Email => $Data{Address}, ! To => $GetParam{From}, RealName => $Data{Realname}, Charset => $Data{Charset}, Subject => $Subject, *************** *** 256,267 **** # do log $LogObject->Log( Message => "Sent auto reply for Ticket [$NewTn] (TicketID=$TicketID, " . ! "ArticleID=$ArticleID) to '$Send_to' " ); } else { # do log ! $LogObject->Log(MSG => "Sent no auto reply for Ticket [$NewTn] ($Send_to) " ); } --- 250,261 ---- # do log $LogObject->Log( Message => "Sent auto reply for Ticket [$NewTn] (TicketID=$TicketID, " . ! "ArticleID=$ArticleID) to '$GetParam{From}' " ); } else { # do log ! $LogObject->Log(MSG => "Sent no auto reply for Ticket [$NewTn] ($GetParam{From}) " ); }

2 6

Notification Stuff
by Hannes Lau 02 Oct '02

02 Oct '02

Hi there! Is there a possibility to a) Post an eMail to an agent, who subscribed a Queue, when the postmaster dispatches a ticket to it? It works if the ticket is posted into the queue directly, but if its dispatched from the raw-queue my agents wont be informed there's some work to do for them. b) To get a notificatian to an non-ticket-owner-account, if the ticket is unlocked by time-out? Greetings! Hannes Lau

2 10

RE: [otrs] File Creation Problem in Article.pm
by Gene Parks 30 Sep '02

30 Sep '02

If you change the permissions recursively then when it goes to create the new folder for October it should be okay. Another thing you can check is to see and also make sure that the owner of the folder actually corresponds to the owner of the web server. Gene

3 5

No email appears on otrs queue
by Edwin D. Viñas 30 Sep '02

30 Sep '02

Mabuhay! For testing purposes im using my own email add and has configured the .fecthmailrc and .procmailrc. Will this testing work? I still don't have a permanent email add to be assigned to the otrs user. I don'e see any email in the otrs queue view. When i see the /var/spool, there are no messages. But when i tried the default or example test files being piped to the PostMaster.pl, its ok and appears on the queue. So, the problem is that i couldn't receive any incoming message coming from my email add. Please advise... Salamat! -Edwin ------------------------------------------------------------------------------------------------------------------ The essential thing is not the triumph but the struggle; The important thing is not to have conquered but to have fought well. Edwin D. Viñas http://www.geocities.com/edwin_vinas Science Research Specialist II Philippine Research Education and Government Information Network ------------------------------------------------------------------------------------------------------------------

2 3

Ticket_answered 0/1
by Marc Scheuffler 30 Sep '02

30 Sep '02

Hi (me again ;-)), If a user has "Standard" as his frontend theme there is an option at the end of a reply "Is the ticket answered ?" The flag is correctly set with frontend "Standard". If a user has "Lite" as his frontend theme this option is not there. Thats ok. But if you click on "Send mail" this flag is not set! Is this ok? In other words: Emails answered with theme "lite" never get the flag "ticket_answered". Cheers Marc

2 1

RE: [otrs] File Creation Problem in Article.pm
by Gene Parks 28 Sep '02

28 Sep '02

The files creation problem is due to the permissions on the directory. I have found that some of the permissions are not exactly correct in certain environments. In mine, for instance, I have to change the permissions on certain folders to match the username used by my mailer in order for it to save and execute files. This holds true to the article directory. You need to check and make sure the group permissions allow for write and try the save again and see what you get. Gene Parks VIP Direct http://www.vipdirect.net

2 1

File Creation Problem in Article.pm
by Hannes Lau 28 Sep '02

28 Sep '02

Hello! This is my second try sending this message. Perhaps the first one got lost because a wrong Senders Adress... After Installing this great program and configuring it, one problem still remains. Everytime I create an answer to a ticket i get following errormessage: mkdir /opt/OpenTRS/var/article/2002/09/28/217: Permission denied at /opt/OpenTRS/bin/cgi-bin/../../Kernel/System/Article.pm line 162 I already run the SetPermissions.sh with correct usernames and groups. SetPermissions.sh /opt/OpenTRS otrs infosys users infosys and updated my Article.pm to 1.16 ls -la /opt/OpenTRS/var/article [. / ..] drwxrwsr-x 3 otrs users 1024 Sep 27 14:33 2002 same 4 subs ls /opt/OpenTRS/var/article/2002/09/28/ drwxrwsr-x 8 otrs users 1024 Sep 28 20:11 . drwxrwsr-x 4 otrs users 1024 Sep 28 16:52 .. [...] drwxrwsr-x 2 otrs users 1024 Sep 28 19:29 208 It would be great if anyone could help me. The system is much better than some one has to pay for. An Notification to the Admin User if a ticket is unlocked by the system would be nice! Greating! Hannes Lau

1 0

File Creation Problem in Article.pm
by Hannes Lau 28 Sep '02

28 Sep '02

Hello! After Installing this great problem and configuring it, one problem still remains. Everytime I create an answer to a ticket i get following errormessage: mkdir /opt/OpenTRS/var/article/2002/09/28/217: Permission denied at /opt/OpenTRS/bin/cgi-bin/../../Kernel/System/Article.pm line 162 I already run the SetPermissions.sh with correct usernames and groups. SetPermissions.sh /opt/OpenTRS otrs infosys users infosys and updated my Article.pm to 1.16 ls -la /opt/OpenTRS/var/article [. / ..] drwxrwsr-x 3 otrs users 1024 Sep 27 14:33 2002 same 4 subs ls /opt/OpenTRS/var/article/2002/09/28/ drwxrwsr-x 8 otrs users 1024 Sep 28 20:11 . drwxrwsr-x 4 otrs users 1024 Sep 28 16:52 .. [...] drwxrwsr-x 2 otrs users 1024 Sep 28 19:29 208 It would be great if anyone could help me. The system is much better than some one has to pay for. An Notification to the Admin User if a ticket is unlocked by the system would be nice! Greating! Hannes Lau

1 0

Problem with feeding email to otrs queue
by Edwin D. Viñas 27 Sep '02

27 Sep '02

Mabuhay! Can somebody in this list help or provide me a simple step-by-step in testing the email in an otrs system. I have installed otrs in a FreeBSD machine and successfully run some tests like cat | Postmaster blah blah blah just as what was instructed in the otrs docus. I now have to test the otrs system for receiving email from a valid email from a remote mail server. So, mail.asti.dost.gov.ph is a mail server of which i have an email account soley for receiving network trouble reports. I want to receive my trouble reports through saklolo(a)asti.dost.gov.ph where 'saklolo' is a Filipino term for "help" (just an info). How do i get the emails from the mail server and be able to see it in the otrs queue? Please tulungan nyo ako... i've been stucked in this problem for about a week and im tired of reading anymore documentations. If you have successfully installed otrs right now, can you share me your steps on how you go through with the email testing. Salamat po! --Edwin ------------------------------------------------------------------------------------------------------------------ The essential thing is not the triumph but the struggle; The important thing is not to have conquered but to have fought well. Edwin D. Viñas http://www.geocities.com/edwin_vinas Science Research Specialist II Philippine Research Education and Government Information Network ------------------------------------------------------------------------------------------------------------------

1 0

AW: AW: [otrs] Special characters in the subject
by Ralph Müller 26 Sep '02

26 Sep '02

Hello, with the new EmailParser.pm everything works perfect! Thanks for your efforts and by Ralph -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Mittwoch, 25. September 2002 21:50 An: otrs(a)otrs.org Betreff: Re: AW: [otrs] Special characters in the subject Hi Ralph, Quoting Ralph Müller <ralph.mueller(a)forcont.de>: > I did already open a ticket in the demo system. But the error does not > appear there. > I think, it is because of the status of the ticket. The ticket in trouble > is > set to the status 'waiting_for_customer' and if the customer replies to the > appropriate mail, than a new ticket is open (but only if there are special > characters in the subject). No, the state is unimportant. This is a problem in the mail parsing stuff of PostMaster.pl (missing mime encode). A real Bug in 0.5 Beta7. :-/ I fixed this 1 weeks ago (did some performance improvements and more modularity). Anyway. Update Kernel/System/EmailParser.pm on your system (if you use 0.5 Beta7) and it should work. If not, it would be nice to have a new bug report in our http://bugs.otrs.org/ system (like Stefan said). It helps us. Thank you. :-) > Tschoe > Ralph PS: Sorry for the long delay. But I´m on vacation in Spain! :) Martin _______________________________________________ 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

1 0