October 2003 - otrs - OTRS mailing lists

Setting up Mercury for OTRS
by fred michaels 17 Oct '03

17 Oct '03

I have Mercury/32 on OTRS and I am trying to get mail forwarded from a user to the queue within OTRS. the queue mailbox is otrs(a)helpmyxstamper.com The mx record setup within dns is mail.helpxstamper.com Mail is being forwardered from exchange to the mercury successfully, but from mercury to the otrs queue is not successful. What would need to be configured to get the mail from the mercury to the OTRS? Thanks, Brett -- _______________________________________________ Graffiti.net free e-mail @ www.graffiti.net Check out our value-added Premium features, such as an extra 20MB for just US$9.95 per year! Powered by Outblaze

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SMTP auto-response email
by nelson pereira 16 Oct '03

16 Oct '03

Hello, When a customer sends a email to support, I want them to receive an introduction email and tell them the ticket # and how to proceed. I have setup a [ Responses <-> Queue ] and a reply as type = auto reply. But the user does not receive the email back, only when we reply to it from within OTRS and also, I wanted the system to send me an email when a new ticket comes in, and that also is not working. What do i need to do? ----------------------> Nelson Pereira www.Ott-Motorcycles.ca

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RE: [otrs] Permission problems
by Covert, Jake 16 Oct '03

16 Oct '03

What are the permissions on this file? -----Original Message----- From: nelson pereira [mailto:npereira@videotron.ca] Sent: Wednesday, October 15, 2003 1:38 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Permission problems Anyone? PLease ! I need to get this working, can't anyone help? ----------------------> Nelson Pereira www.Ott-Motorcycles.ca ----- Original Message ----- From: "nelson pereira" <npereira(a)videotron.ca> To: <otrs(a)otrs.org> Cc: <martin(a)otrs.org> Sent: Wednesday, October 15, 2003 9:51 AM Subject: [otrs] Permission problems > Installed OTRS as per docs as root. > Needed modules are installed. > Created the user otrs with Primary group otrs and secondary nobody > (webserver user and group is nobody) Executed the line as root: > /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs nobody otrs nobody > output was : > SetPermissions.sh <$Revision: 1.18.2.1 $> - set OTRS file permissions > Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> > Setting file permissions... > chown -R 0:0 /opt/otrs > chown otrs:otrs /opt/otrs > chown otrs:otrs /opt/otrs/.fetchmailrc > chmod 0710 /opt/otrs/.fetchmailrc > chown otrs:otrs /opt/otrs/.procmailrc > chmod 0644 /opt/otrs/.procmailrc > chown otrs:otrs /opt/otrs/.mailfilter > chmod 0600 /opt/otrs/.mailfilter > chown -R otrs:nobody /opt/otrs/var/ > chown -R nobody:nobody /opt/otrs/var/sessions/ > touch && chown otrs:nobody /opt/otrs/var/log/TicketCounter.log > chmod -R 755 /opt/otrs/bin/ > (chown && chmod 700) otrs:0 /opt/otrs/bin/DeleteSessionIDs.pl > (chown && chmod 700) otrs:0 /opt/otrs/bin/UnlockTickets.pl > (chown && chmod 700) otrs:0 /opt/otrs/bin/otrs.getConfig > > When trying to login to http://www.myhost.com/otrs/installer.pl > > keep getting this error: > > Forbidden > You don't have permission to access /otrs/installer.pl on this server. > > What am I missing? I did exactly as per documentation and this will > not work! What are the permissions suppose to be on this file and > directory? Is'nt the > SetPermissions.pl > file suppose to set the permissions? > > PLEASE HELP ! > > ----------------------> > Nelson Pereira > www.Ott-Motorcycles.ca > > > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] LDAP error: Need Firstname!
by Rogers, Weston 16 Oct '03

16 Oct '03

No, that's the thing : I guess what im _supposed_ to see is a page that is displayed to enter user info when a ldap user logs in for the first time? It just sits there. I don't get a page, it tells me to log in again. -----Original Message----- From: Robert Kehl [mailto:mailinglists@robertkehl.de] Sent: Thursday, October 16, 2003 10:30 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] LDAP error: Need Firstname! On Thursday, October 16, 2003 4:07 PM Rogers, Weston <wrogers(a)uslec.com> wrote: > [Notice][Kernel::System::Auth::LDAP::Auth] User: wrogers logged in > (REMOTE_ADDR: 127.0.0.1). > [Error][Kernel::System::User::UserAdd][Line:204]: Need Firstname! Give the user wrogers a First name. You have one, do you? ;-) hth, Robert Kehl _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] LDAP error: Need Firstname!
by Rogers, Weston 16 Oct '03

16 Oct '03

Anyone have any clues on this? -----Original Message----- From: Rogers, Weston Sent: Wednesday, October 15, 2003 9:06 AM To: 'otrs(a)otrs.org' Subject: [otrs] LDAP error: Need Firstname! With LDAP auth enabled, and a agent logs in for the first time it says like usual "Useraccount activated, retry". When I retry, nothing happens - it stays at the same screen with "Useraccount activated, retry". Here is what the logs say : [Notice][Kernel::System::Auth::LDAP::Auth] User: wrogers logged in (REMOTE_ADDR: 127.0.0.1). [Error][Kernel::System::User::UserAdd][Line:204]: Need Firstname! [Notice][Kernel::System::User::GetUserData] Data for 'wrogers (,)' created in RDBMS, proceed. [Notice][Kernel::System::Auth::LDAP::Auth] User: wrogers logged in (REMOTE_ADDR: 127.0.0.1). [Error][Kernel::System::User::UserAdd][Line:204]: Need Firstname! [Notice][Kernel::System::User::GetUserData] Data for 'wrogers (,)' created in RDBMS, proceed. Thanks ;p _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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RE: [otrs] 2 questions
by Rogers, Weston 16 Oct '03

16 Oct '03

You can log into the customer interface via the http://yourwebserver/otrspath/customer.pl (instead of index.pl) I'm not sure about deleting users.. I'm sure you could delete them from the user table in mysql if you really needed it deleted. Wes -----Original Message----- From: Tony Law [mailto:law@omaha.org] Sent: Tuesday, October 14, 2003 12:19 PM To: OTRS (otrs(a)otrs.org) Subject: [otrs] 2 questions My sys admin has set up OTRS on our system and I am "playing" with it to test it out. I have 2 questions about the system that I can not figure out. 1) How do I delete users? I have created a User and two Customer Users and have found no way of removing them from the system. 2) How do I log in as a Customer User? I created two Customer Users and gave them each a user name, first and last name, login, password, e-mail and customerid. When I try to log in, it tells me "Login failed! Your username or password was entered incorrectly." I'm pretty sure I'm typing it correctly. Tony Law Technical Coordinator law(a)omaha.org Careerlink.com, the easiest way to find the right candidate _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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"Need Content"
by Alex Mihicinac 16 Oct '03

16 Oct '03

Hi all, I've got this error in system log - what is it? ---- Tue Oct 7 07:36:16 2003 notice OTRS-PM-10 New Ticket [108484] created (TicketID=8744, ArticleID=17556). Tue Oct 7 07:36:16 2003 error OTRS-PM-10 Need Content! ---- Regards, Alex

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The 'No Statechange option' in AgentNote : How to use it for Customer FollowUps ?
by Dennis.Buehring＠net-and-works.de 16 Oct '03

16 Oct '03

When adding a note as a agent i have the '-' - option to keep the state of the ticket. I want to have this option in the customer-interface too. I get this message in the errorlog when adding this line $NextStates{''} = '-'; from AgentNote.pm to CustomerMessage.pm ( sub _GetNextStates ) ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Thu Oct 16 13:14:57 2003 Message: Need StateID! Traceback (32361): Module: Kernel::System::Ticket::State::StateIDLookup (v1.1.1.1) Line: 89 Module: Kernel::Modules::CustomerMessage::Run (v1.1.1.1) Line: 200 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.1.1.1) Line: 677 ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Thu Oct 16 13:14:57 2003 Message: No StateID for closed found! Traceback (32361): Module: Kernel::System::Ticket::State::StateLookup (v1.1.1.1) Line: 74 Module: Kernel::System::Ticket::State::SetState (v1.1.1.1) Line: 142 Module: Kernel::Modules::CustomerMessage::Run (v1.1.1.1) Line: 202 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.1.1.1) Line: 677 This tells me that OTRS cant find a StateID or State for '-', right ? But how does it work when adding a note as a agent ? Is there a check somewhere if the state is changed at all before OTRS tries to find a StateID/State for '-' ??? I hope you understand what i want know :) The thing is... it works as intended, but i dont like all the errors :) mfg Dennis

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printing ticket
by Guenther Rasch 16 Oct '03

16 Oct '03

Hi Is there a posibility to print tickets automatically via GenericAgent.pl? Regards Guenther

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RE: [otrs] Receiving E-mails
by Lars Monsees 16 Oct '03

16 Oct '03

Can you see any error messages in the logs? Try to send an admin eMail - is this working? > -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Tony Law > Sent: Wednesday, October 15, 2003 9:13 PM > To: OTRS (otrs(a)otrs.org) > Subject: [otrs] Receiving E-mails > > > Our sys admin has set up OTRS and I am testing it. It > works very well > except for one thing. I have set up a System E-mail > Address and set the > queue to the Test Queue I set up. I then go in as a > Customer User and > assign a test ticket to the new System E-mail Address. > After submission, I > am expecting an e-mail in my inbox (my address is in this > Sys E-mail) and I > get nothing. Now, I have gone in to my Admin account and set the > Preferences of all E-mail options to Yes. What am I missing? > > Tony Law > law(a)omaha.org > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ >

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