October 2003 - otrs - OTRS mailing lists

RE: [otrs] OTRS to ignore certain emails
by Rogers, Weston 14 Oct '03

14 Oct '03

For some reason, fetchmail works and it delivers it to the correct queue, but even without a .procmailrc it does that, and anything I add in my .procmailrc doesn't seem to work. If I enable this line : # 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-' Anything that gets sent from @uslec.net doesn't show up in OTRS at all. Isn't that backwards? And the ignore line doesn't ignore.. It just gets delivered to OTRS like normal. Thanks for all the help.. Weston Rogers Data Applications Engineer USLec Corp. 704.319.1332 -----Original Message----- From: Rogers, Weston Sent: Tuesday, October 14, 2003 11:56 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] OTRS to ignore certain emails Oops.. Correction.. Its not ignoring the emails, heres my .procmailrc # -- # .procmailrc - procmailrc of the OTRS user # Copyright (C) 2001-2002 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: .procmailrc,v 1.14 2003/01/18 12:21:23 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- #SYS_HOME=/opt/otrs/ SYS_HOME=$HOME SHELL=/bin/sh PATH=/bin:/usr/bin:/usr/local/bin MONTHFOLDER=`date +%Y-%m` YEARFOLDER=`date +%Y` LOGFILE=$SYS_HOME/var/log/procmail-$MONTHFOLDER.log VERBOSE=on # -- # Remove all X-OTRS Header (allow this only for trusted email) # e. g. from *(a)example.com # -- #:0 fhw : #* !^From.*(a)uslec.net #| grep -vi '^X-OTRS-' # or just not emails with "X-OTRS-Ident: ahfiw2Fw32r230dddl2foeo3r" header! #:0 fhw : #* !^X-OTRS-Ident: ahfiw2Fw32r230dddl2foeo3r #| grep -vi '^X-OTRS-' #ignore OpenSRS stuff :0 fhw : * !^From.*(a)uslec.com | formail -I "X-OTRS-Ignore: yes" # -- # Examples for queue presorting. # -- :0 fhw : * TO:.hostmaster-test@uslec.net | formail -I "X-OTRS-Queue: Hostmaster Queue" #:0 fhw : #* ^List-Id:.*OpenAntiVirus #| formail -I "X-OTRS-Queue: OpenAntiVirus" # -- # Example for add free form key and value (max 3). # -- #:0 fhw : #* TO:.*@example.com #| formail -I "X-OTRS-ArticleKey1: Test" | formail -I "X-OTRS-ArticleValue1: True!" # -- # Example for assigning the "email domain as customer ID" automaticaly. # -- #:0hc #CUSTOMERID=|formail -X "From:"|perl -e '$i=<STDIN>; $i=~s/^From: //;$i=~s/$.*?$//;$i=~s/<(.*?)>/$1/;$i=~s/ //g;$i=~s/.*(a)(.*)/$1/;print $i' # #:0 fhw : #| formail -I "X-OTRS-CustomerNo: $CUSTOMERID" # -- # Backup of all incoming emails. # It's always better to have a backup of all incoming emails! # -- :0 c : $SYS_HOME/var/INBOX.Backup.$MONTHFOLDER # -- # Pipe all email into the PostMaster process. # -- :0 : | $SYS_HOME/bin/PostMaster.pl # -- # spool all the rest (which the PostMaster.pl can't process!) # If the database is down or the PostMaster.pl exit was not '0'! # -- :0 : $SYS_HOME/var/spool/. # -- # end of .procmailrc # -- -----Original Message----- From: Rogers, Weston Sent: Tuesday, October 14, 2003 11:06 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] OTRS to ignore certain emails Thanks! The ignore part works.. But if it just ignores it, where does it go? It's not in the account, and I can't find it in /var/spool. Wes -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, October 14, 2003 1:59 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS to ignore certain emails Hi, On Mon, Oct 13, 2003 at 03:49:28PM -0400, Rogers, Weston wrote: > Is there a way for OTRS to ignore certain emails? I would want to > filter via senders address, such as bob(a)domain.com - all these get > ignored by OTRS. The account that I want OTRS to monitor also has > other stuff sent to it that doesn't need a ticket/etc but is important > and needs to be kept (preferably on the server - but it really doesn't > matter as long as its accessible) > > Anyone have any ideas? I'm trying to get away from just creating > queues for all the un-needed stuff. I would use procmail (if you use linux/unix). For example, add to the .procmailrc of the otrs user the following: :0 fhw : * !^From.*(a)example.com | formail -I "X-OTRS-Ignore: yes" and all emails form *(a)example.com will be ignored by otrs. See also: http://doc.otrs.org/1.1/html/receiving-email-cmd.html and http://cvs.otrs.org/cvsweb.cgi/otrs/doc/X-OTRS-Headers.txt?rev=1.5&content-t ype=text/x-cvsweb-markup > Thanks! Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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/ _______________________________________________ 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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2 questions
by Tony Law 14 Oct '03

14 Oct '03

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

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RE: [otrs] OTRS to ignore certain emails
by Rogers, Weston 14 Oct '03

14 Oct '03

Oops.. Correction.. Its not ignoring the emails, heres my .procmailrc # -- # .procmailrc - procmailrc of the OTRS user # Copyright (C) 2001-2002 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: .procmailrc,v 1.14 2003/01/18 12:21:23 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- #SYS_HOME=/opt/otrs/ SYS_HOME=$HOME SHELL=/bin/sh PATH=/bin:/usr/bin:/usr/local/bin MONTHFOLDER=`date +%Y-%m` YEARFOLDER=`date +%Y` LOGFILE=$SYS_HOME/var/log/procmail-$MONTHFOLDER.log VERBOSE=on # -- # Remove all X-OTRS Header (allow this only for trusted email) # e. g. from *(a)example.com # -- #:0 fhw : #* !^From.*(a)uslec.net #| grep -vi '^X-OTRS-' # or just not emails with "X-OTRS-Ident: ahfiw2Fw32r230dddl2foeo3r" header! #:0 fhw : #* !^X-OTRS-Ident: ahfiw2Fw32r230dddl2foeo3r #| grep -vi '^X-OTRS-' #ignore OpenSRS stuff :0 fhw : * !^From.*(a)uslec.com | formail -I "X-OTRS-Ignore: yes" # -- # Examples for queue presorting. # -- :0 fhw : * TO:.hostmaster-test@uslec.net | formail -I "X-OTRS-Queue: Hostmaster Queue" #:0 fhw : #* ^List-Id:.*OpenAntiVirus #| formail -I "X-OTRS-Queue: OpenAntiVirus" # -- # Example for add free form key and value (max 3). # -- #:0 fhw : #* TO:.*@example.com #| formail -I "X-OTRS-ArticleKey1: Test" | formail -I "X-OTRS-ArticleValue1: True!" # -- # Example for assigning the "email domain as customer ID" automaticaly. # -- #:0hc #CUSTOMERID=|formail -X "From:"|perl -e '$i=<STDIN>; $i=~s/^From: //;$i=~s/$.*?$//;$i=~s/<(.*?)>/$1/;$i=~s/ //g;$i=~s/.*(a)(.*)/$1/;print $i' # #:0 fhw : #| formail -I "X-OTRS-CustomerNo: $CUSTOMERID" # -- # Backup of all incoming emails. # It's always better to have a backup of all incoming emails! # -- :0 c : $SYS_HOME/var/INBOX.Backup.$MONTHFOLDER # -- # Pipe all email into the PostMaster process. # -- :0 : | $SYS_HOME/bin/PostMaster.pl # -- # spool all the rest (which the PostMaster.pl can't process!) # If the database is down or the PostMaster.pl exit was not '0'! # -- :0 : $SYS_HOME/var/spool/. # -- # end of .procmailrc # -- -----Original Message----- From: Rogers, Weston Sent: Tuesday, October 14, 2003 11:06 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] OTRS to ignore certain emails Thanks! The ignore part works.. But if it just ignores it, where does it go? It's not in the account, and I can't find it in /var/spool. Wes -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, October 14, 2003 1:59 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS to ignore certain emails Hi, On Mon, Oct 13, 2003 at 03:49:28PM -0400, Rogers, Weston wrote: > Is there a way for OTRS to ignore certain emails? I would want to > filter via senders address, such as bob(a)domain.com - all these get > ignored by OTRS. The account that I want OTRS to monitor also has > other stuff sent to it that doesn't need a ticket/etc but is important > and needs to be kept (preferably on the server - but it really doesn't > matter as long as its accessible) > > Anyone have any ideas? I'm trying to get away from just creating > queues for all the un-needed stuff. I would use procmail (if you use linux/unix). For example, add to the .procmailrc of the otrs user the following: :0 fhw : * !^From.*(a)example.com | formail -I "X-OTRS-Ignore: yes" and all emails form *(a)example.com will be ignored by otrs. See also: http://doc.otrs.org/1.1/html/receiving-email-cmd.html and http://cvs.otrs.org/cvsweb.cgi/otrs/doc/X-OTRS-Headers.txt?rev=1.5&content-t ype=text/x-cvsweb-markup > Thanks! Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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] OTRS to ignore certain emails
by Rogers, Weston 14 Oct '03

14 Oct '03

Thanks! The ignore part works.. But if it just ignores it, where does it go? It's not in the account, and I can't find it in /var/spool. Wes -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, October 14, 2003 1:59 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS to ignore certain emails Hi, On Mon, Oct 13, 2003 at 03:49:28PM -0400, Rogers, Weston wrote: > Is there a way for OTRS to ignore certain emails? I would want to > filter via senders address, such as bob(a)domain.com - all these get > ignored by OTRS. The account that I want OTRS to monitor also has > other stuff sent to it that doesn't need a ticket/etc but is important > and needs to be kept (preferably on the server - but it really doesn't > matter as long as its accessible) > > Anyone have any ideas? I'm trying to get away from just creating > queues for all the un-needed stuff. I would use procmail (if you use linux/unix). For example, add to the .procmailrc of the otrs user the following: :0 fhw : * !^From.*(a)example.com | formail -I "X-OTRS-Ignore: yes" and all emails form *(a)example.com will be ignored by otrs. See also: http://doc.otrs.org/1.1/html/receiving-email-cmd.html and http://cvs.otrs.org/cvsweb.cgi/otrs/doc/X-OTRS-Headers.txt?rev=1.5&content-t ype=text/x-cvsweb-markup > Thanks! Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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] Customer Modifications on the otrs.org website?
by Dennis.Buehring＠net-and-works.de 14 Oct '03

14 Oct '03

Sounds good :) mfg Dennis

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Customer Modifications on the otrs.org website?
by Covert, Jake 14 Oct '03

14 Oct '03

Can we have a section of the otrs.org website for custom modifications and add-in modules? Opening up this kind of contribution area might help spur community involvement and ease some of the development teams workload. I also think a forum section would allow for a little more collaboration as well. Any thoughts? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com *********************************

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Another Character Encoding Problem
by Ivaylo Toshev 14 Oct '03

14 Oct '03

I've just noticed, that if i choose for myself character encoding Windows-1251, and choose OTRS to automatically refresh my web interface with new data, then after OTRS refreshes the interface, the character encoding is now UTF-8 !

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RE: [otrs] Ticket Status
by Lars Monsees 14 Oct '03

14 Oct '03

Hello Isamar Maia. > > Hi Folks, > > Is there any way for the user change the ticket status > from new to Pendant > without replying the > customer? this is possible by adding the following lines to your Config.pm # NoteSetState # (possible to set ticket state via AgentNote) $Self->{NoteSetState} = 1; # default note next state $Self->{DefaultNextNoteStateType} = ['open', 'closed', 'pending reminder']; Then (perhaps after a otrs restart or a restart of your webserver) you should have a combobox to change the ticket status. Unfortunately, I don´t know how to display the fields to enter a reminder time. Anyone knows that? Lars

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Ticket Status
by Isamar Maia 14 Oct '03

14 Oct '03

Hi Folks, Is there any way for the user change the ticket status from new to Pendant without replying the customer? ./isamar -maia Networking/Helpdesk Oak Lawn Marketing Nagoya, Japan 052-800-7526 (Direct) 052-800-7524 (FAX) **************************** ----------------------------------------------------- Disclaimer This transmission may contain information that is confidential and privileged and intended only for the addressee. If you are not the addressee you may not use, disseminate or copy this information. If you have received this information in error notify us immediately. Thank you. ----------------------------------------------------- このメールに書かれている内容は、宛先に指定されている人にのみ有効な情報です。宛先以外の方は、このメールを転送・コピーしたり、情報を利用したりしないで下さい。もし、誤ってこのメールを受け取られた場合は、上記の差出人までご連絡下さるようお願いいたします。このメッセージは契約上の合意を発生させるものではありません。

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RE: [otrs] changing subject and other ticket values
by Lars Monsees 14 Oct '03

14 Oct '03

> > Hi Robert, > > the feature, Wouter Mignon, is requesting would help us too. > > On Sunday, October 12, 2003 11:15 PM > > Wouter Mignon <wouter.mignon(a)khleuven.be> wrote: > > > Is it possible to change the ticket subject and other > values from > > > within the otrs agent interface? This would be handy > > because sometimes > > > 'customers' don't describe their problem well. > > > The Request, as i understand it: To be able to change the > subject text of the Ticket i will see in the various > Personal- und Queuelists, because the subject of the > ticket might change while im working on it or the subject > of the opening mail is not very helpful. > Yes, I understand it that way, too. > May be the following design might be good for many > purposes without modifying the behaviour of stored articles. > Add a "Headline" field to the ticket. Default value will > be the subject of the ticket opening article. > The headline will be displayed in every ticket list and > can be modified by the Agent any time. Full ack - this would be very useful. just my 2 cents =)

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