October 2003 - otrs - OTRS mailing lists

Receiving E-mails
by Tony Law 15 Oct '03

15 Oct '03

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

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Permission problems
by nelson pereira 15 Oct '03

15 Oct '03

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

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RE: [otrs] How to make a message not New?
by Lars Monsees 15 Oct '03

15 Oct '03

> -----Original Message----- > From: otrs-bounces(a)otrs.org > [mailto:otrs-bounces@otrs.org]On Behalf Of > Covert, Jake > Sent: Wednesday, October 15, 2003 3:15 PM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] How to make a message not New? > > > I think a quick configuration option in config.pm as to whether a > Phone-based ticket defaults to new or not would solve this. > That´s exactly what I would propose. It´s nice to know that it can be bypassed by setting the owner, for now. (Thanks for that, Jim) But for future use, it would be easier to have a config option to control the behaviour. Lars > Martin? > > Jake > > -----Original Message----- > From: Jim Wight [mailto:j.k.wight@newcastle.ac.uk] > Sent: Wednesday, October 15, 2003 9:11 AM > To: User questions and "discussions about OTRS. > Subject: RE: [otrs] How to make a message not New? > > > On Wed, 2003-10-15 at 12:59, Covert, Jake wrote: > > I agree with this. > > > > -----Original Message----- > > From: Lars Monsees [mailto:l.monsees@atlantisgmbh.de] > > Sent: Wednesday, October 15, 2003 4:57 AM > > To: User questions and discussions about OTRS. > > Subject: RE: [otrs] How to make a message not New? > > > > > It would be nice if tickets created by phone-view > wouldn´t be handled as > > new. As I´m the one who created the ticket, I know it´s > not new =) > > I don't agree with it. > > If tickets were not new, then agents who have the queue in > their Custom > Queue list wouldn't get notified. It needn't always be the > case that an > agent is creating a ticket for themself to work on; it isn't in my > environment. > > However, I discovered (by becoming aware of not having > been notified of > the arrival of new tickets when I should have been) that > if 'Owner' is > set in PhoneView then tickets bypass the 'new' state and > go straight to > 'open', so maybe that's what you need to do. > > Jim > > > > _______________________________________________ > 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? >

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RE: [otrs] How to make a message not New?
by Covert, Jake 15 Oct '03

15 Oct '03

I think a quick configuration option in config.pm as to whether a Phone-based ticket defaults to new or not would solve this. Martin? Jake -----Original Message----- From: Jim Wight [mailto:j.k.wight@newcastle.ac.uk] Sent: Wednesday, October 15, 2003 9:11 AM To: User questions and "discussions about OTRS. Subject: RE: [otrs] How to make a message not New? On Wed, 2003-10-15 at 12:59, Covert, Jake wrote: > I agree with this. > > -----Original Message----- > From: Lars Monsees [mailto:l.monsees@atlantisgmbh.de] > Sent: Wednesday, October 15, 2003 4:57 AM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] How to make a message not New? > > It would be nice if tickets created by phone-view wouldn´t be handled as > new. As I´m the one who created the ticket, I know it´s not new =) I don't agree with it. If tickets were not new, then agents who have the queue in their Custom Queue list wouldn't get notified. It needn't always be the case that an agent is creating a ticket for themself to work on; it isn't in my environment. However, I discovered (by becoming aware of not having been notified of the arrival of new tickets when I should have been) that if 'Owner' is set in PhoneView then tickets bypass the 'new' state and go straight to 'open', so maybe that's what you need to do. Jim _______________________________________________ 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] How to make a message not New?
by Covert, Jake 15 Oct '03

15 Oct '03

I agree with this. -----Original Message----- From: Lars Monsees [mailto:l.monsees@atlantisgmbh.de] Sent: Wednesday, October 15, 2003 4:57 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] How to make a message not New? > > On Tue, Oct 07, 2003 at 10:16:49PM +0200, Robert Kehl wrote: > > > Let's say a customer replies, so I have a "New > Message" waiting for > > > me. Let's say that I'm not going to reply right away, > but I'm also > > > not going to close the ticket. > > > > > > How can I make a message not keep telling me it is new without > > > replying to the customer? > > > > Try using the 'Pending' functions. > > Jepp. Or just add a note (the last article need to be from you). > It would be nice if tickets created by phone-view wouldn´t be handled as new. As I´m the one who created the ticket, I know it´s not new =) Lars

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LDAP error: Need Firstname!
by Rogers, Weston 15 Oct '03

15 Oct '03

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

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RE: [otrs] OTRS to ignore certain emails
by Rogers, Weston 15 Oct '03

15 Oct '03

Thanks.. I messed around with the procmail filters and was able to get what I want done! Wes -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, October 14, 2003 4:52 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS to ignore certain emails On Tue, Oct 14, 2003 at 03:42:28PM -0400, Rogers, Weston wrote: > Oct 14 15:42:41 l33t sendmail[7346]: h9EJgeUK007346: to=otrs, > ctladdr=root (0/0), delay=00:00:01, xdelay=00:00:00, mailer=relay, > pri=30024, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent > (h9EJgfpD007348 Message accepted for delivery) Oct 14 15:42:42 l33t > sendmail[7349]: h9EJgfpD007348: to=<otrs(a)l33t.uslec.net>, > ctladdr=<root(a)l33t.uslec.net> (0/0), delay=00:00:01, xdelay=00:00:01, > mailer=local, pri=30513, dsn=2.0.0, stat=Sent > > procmail: [7265] Tue Oct 14 15:39:11 2003 > procmail: No match on ! "^From.*(a)uslec.com" > procmail: Match on ! "^From.*(a)example.com" I'm not sure, but I believe there is a syntax error on your .procmailrc: [...] # -- # Remove all X-OTRS Header (allow this only for trusted email) # e. g. from *(a)example.com # -- #:0 fhw : #* !^From.*(a)uslec.net #| grep -vi '^X-OTRS-' [...] That's bad. Add a # on the "*(a)example.com" line and try it again. More procmail info is also available at http://www.procmail.org/ Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ 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] How to make a message not New?
by Lars Monsees 15 Oct '03

15 Oct '03

> > On Tue, Oct 07, 2003 at 10:16:49PM +0200, Robert Kehl wrote: > > > Let's say a customer replies, so I have a "New > Message" waiting for > > > me. Let's say that I'm not going to reply right away, > but I'm also > > > not going to close the ticket. > > > > > > How can I make a message not keep telling me it is new without > > > replying to the customer? > > > > Try using the 'Pending' functions. > > Jepp. Or just add a note (the last article need to be from you). > It would be nice if tickets created by phone-view wouldn´t be handled as new. As I´m the one who created the ticket, I know it´s not new =) Lars

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AW: [otrs] changing subject and other ticket values
by Matthias Wegner 15 Oct '03

15 Oct '03

Hi Martin, your proposal, > How about to show always the first customer article (and be > able to change the > subject of the first customer article)? would only be only a first work around, because we will lose the original subject of our customer mails. Having a seperate Field would be much better. Matthias Wegner

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Permission problems
by Nelson Pereira 15 Oct '03

15 Oct '03

Hi, Trying to install otrs on a Linux Redhat 7.2 Installing from root account. All perl modules check out ok. Did the SetPermissions.pl as: /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs nobody otrs nobody as otrs is the user I created with otrs as group and nobody is the user:group that the apache server runs with. Still getting the error: Forbidden You don't have permission to access /otrs/installer.pl on this server. Additionally, a 404 Not Found error was encountered while trying to use an ErrorDocument to handle the request. What am I missing? Nelson Pereira www.npereira.com www.ott-motorcycles.ca www.lesailerons.net www.lesharfangsdegatineau.com

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