November 2003 - otrs - OTRS mailing lists

Setup OTRS to use a virtual host (ie: otrs.domain.com)
by Erik Spigle 17 Nov '03

17 Nov '03

I got OTRS up and running just fine with its default setup in apache where it resudes under your domain as a sub-directory (ie: www.domain.com/otrs) However, what I would like to do is actually set it up as its own virtual name host (ie: otrs.domain.com) That would put the root of the site at that virtual host rather than /otrs behind whatever the host is. I'm not the greatest with apache virtual hosts, but I can mak them work for the most part. It seems that OTRS is a bit different in how it works and I'm not readily figuring out how to make it work as a virtual host, however. I am trying to set it up under Apache 1.3.27 on a Debian Testing box. Can someone show me how I can adapt the example configuration for apache into one that uses a virtual name host and where the root of the site resides right under that address (ie: otrs.domain.com) instead of a subdirectory (ie: www.domain.com/otrs or otrs.domain.com/otrs) Thankyou

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Entry in Errorlog when closing Ticket..
by Dennis.Buehring＠net-and-works.de 15 Nov '03

15 Nov '03

Hi, this error occurs every time i close a ticket index.pl: Use of uninitialized value in concatenation (.) or string at /opt/otrs/bin/cgi-bin/../../Kernel/System/Ticket/SendNotification.pm line 40. This is Line 40 : $Param{To} = $Param{To}.$Self->{ConfigObject}->Get ("NotificationAlwaysCc$Param{Type}"); Anyone got a clue ??? mfg Dennis

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SOLVED - Setting email up - using a SMTP server in other comput e r
by Navarro, Jose 15 Nov '03

15 Nov '03

Robert, >So, the solution were to always and everytime use email address that >include a FQDN or set the following in Config.pm to omit the check: > $Self->{CheckMXRecord} = 0; You were ***partially*** right. I changed the email addresses to meet the FQDN (from someaddress@localhost to someaddress(a)my.full.qualified.domain.name.com) and everything is working fine now. However, some comments to illustrate my particular situation. I hope these will be of help in any future situations similar to mine. (1) My FQDN was already my.full.qualified.domain.name.com, not localhost (2) My CheckMXRecord was ALREADY set to 0 (I did that at least 5 emails ago, when my SMTP mail didn't work, remember?) (3) Email was working in every other case (for instance, a phone followup or when "I forgot my password"). So it seems that either CheckMXRecord is [not] used only sometimes or that the actual check is made between the FQDN and the email addresses. Well, THANK YOU VERY MUCH!!! OTRS is now fully working on my company. It will be on duty next monday. THANKS AGAIN. Jose. P.S.: Just a stupid question, easy to answer; what are the meanings of the ticket states? Sometimes a single word or a small number of these are not enough to transmit the semanthics behind them. Here's my guess: new | A newly created ticket. Nothing has been done with it yet but sent by first time to the admin. open | The ticket is being processed. Some actions has been taken. closed successfully | Obvious (at least for me). closed unsuccessfully | Again, seems to be clear for me. pending auto close - | ?????? No guess!!! pending auto close + | ?????? No guess!!! pending reminder | ?????? No guess!!! removed | Removed from the database??? I suppose that the various "pending something else" states indicate that the ticket has been acknowledged by the administrator of the queue but he/she cannot devote any efforts by now because of whatever reasons he/she has. What really puzzles me is the "auto close +" "auto close -" and "reminder" tags. Can you just send me a few words about the meaning you gave to these states? Thanks alot and again. José.

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Ticket shows up multiple times in search results
by Chris Salter 15 Nov '03

15 Nov '03

Hi there, One of my users does a lot of searches through the system (part of his job is to analyse our support experiences and create documentation to handle common cases). He's asked me if there's any way to eliminate the duplicate ticket entries in the search results. Basically, the problem is that if a ticket has five articles that match the search criteria, all five will be displayed in the search results. He'd prefer that only one appear in the results, so that he doesn't end up spending hours trying to go through the list. Is this something that's possible? -- Chris Salter

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otrs variables in emails
by Peter van Rensburg 15 Nov '03

15 Nov '03

Hi Where can I get a list of variables (such as <OTRS_CUSTOMER_EMAIL>) that are available for substitution in email templates? Thanks! Peter

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OTRS to reply to incoming ticket?
by Peter van Rensburg 14 Nov '03

14 Nov '03

Hi How do I get OTRS to reply to a ticket received via email, with the ticket number? Users have no idea if their tickets has been successfully submitted via email. Thanks, Peter

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RE: [otrs] otrs on mac osx - problems with pop3
by Erik Mathis - AIU Dunwoody Staff 14 Nov '03

14 Nov '03

I to had this problem. What I did to fix it was edit the cronjob, find the fetchmail entire and use the -K option (deletes any mail when done) instead of the -a (think that was the default). Erik Mathis AIU Dunwoody Network Administrator > -----Original Message----- > From: Chris Salter [mailto:csalter@educomts.com] > Sent: Friday, November 14, 2003 3:46 PM > To: 'User questions and discussions about OTRS.' > Subject: RE: [otrs] otrs on mac osx - problems with pop3 > > > Are you running the PostMasterPOP3.pl script? If so, does it > create any entries in the OTRS log when it runs? > > -- > Chris Salter > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On > Behalf Of Johan Pustoch > Sent: November 14, 2003 11:30 AM > To: otrs(a)otrs.org > Subject: [otrs] otrs on mac osx - problems with pop3 > > > Hello, > > First, excuse my bad english... > I had installed otrs on a mac os x server (with perl 5.8, mysql). > > I have now a problem with pop3: > - I have created an "POP3 account" with login, > password, host, trusted, queue, ... > - I have created a system adress in "Email adresses". > This adress is associated with the POP3 account. > > It doesn't work (I don't receive the emails... There 's no > error message...) I read the documentation but i don't find > how to resolve y problem... > > Do I forget something in configuration ? > Do you how to test if pop3 work on my machine with perl ? > > Thank You and have a nice week end, > Johan P. > > > > > > > -------------------------------------------------------------- > ---------- > Johan Pustoch > Centre de Ressources et d'Innovation en Technologies Educatives > > CRITE - Ecole des Mines de Nantes > 4, rue Alfred Kastler - BP 20722 > F-44307 Nantes Cedex 3 > FRANCE > Tél / Phone : (33) 2 51 85 86 53 > -------------------------------------------------------------- > ---------- > > _______________________________________________ > 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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otrs on mac osx - problems with pop3
by Johan Pustoch 14 Nov '03

14 Nov '03

Hello, First, excuse my bad english... I had installed otrs on a mac os x server (with perl 5.8, mysql). I have now a problem with pop3: - I have created an "POP3 account" with login, password, host, trusted, queue, ... - I have created a system adress in "Email adresses". This adress is associated with the POP3 account. It doesn't work (I don't receive the emails... There 's no error message...) I read the documentation but i don't find how to resolve y problem... Do I forget something in configuration ? Do you how to test if pop3 work on my machine with perl ? Thank You and have a nice week end, Johan P. ------------------------------------------------------------------------ Johan Pustoch Centre de Ressources et d'Innovation en Technologies Educatives CRITE - Ecole des Mines de Nantes 4, rue Alfred Kastler - BP 20722 F-44307 Nantes Cedex 3 FRANCE Tél / Phone : (33) 2 51 85 86 53 ------------------------------------------------------------------------

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RE: [otrs] Setting email up - using a SMTP server in other comput er
by Navarro, Jose 14 Nov '03

14 Nov '03

Robert, >I think that yes, different groups is what I need. I have JUST discovered a >section (19.1) with title "Multi Group" in the manual that describes >PRECISELY what to do for this type of setup! I proceeded as I told you. Now the different groups seem to be working correctly. Users assigned to a group see only the queues for this group and not the others, so its perfect. However, I have detected a new problem. I don't know whether this happened before the inclusion of the mutually exclusive groups or is a new problem. Here it is: Let's suppose that a customer creates a new ticket for some queue. Then, sooner or later the person in charge of this queue will see the ticket. Suppose again that this person wants to send back a comment to the customer and decides to compose an answer (using the appropriate link in the ticket's area within the queue's window). You are driven to the "Compose answer" page. Well, the person composes the answer, including, for instance, the new state of the ticket and some words explaining what to do... Then, sends the answer. Well, here is where the problem appears: instead of adding the new followup to the ticket, I get AGAIN AND AGAIN the "Compose answer" page (and the ticket is LOCKED). The only think I can do i press "back" in my browser as many times as necessary (depending on how many times I pressed the send button) and, when reaching again the queue page, unlock the ticket. Curiously, the Phone followup works well. That is, if we suppose that the customer phoned the person in charge and a followup is added using this option, the ticket is updated successfully (that is, it is shown in the ticket's history). I've been looking at the logs and found nothing pointing to a problem. The only weird thing I noticed is that at the very beginning of the "Compose answer" page there are a red warning stating that the email address is not correct because of an invalid FQDN. However, SMTP emailing is working very fine with all the other options. Any ideas? Thanks alot for this long run help! And again, congratulations for OTRS! Jose.

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RE: [otrs] question
by Kar, Indrani (EM, GECIS) 14 Nov '03

14 Nov '03

Hi It worked fine . Thanks for the help. thanks Indrani -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of Kar, Indrani (EM, GECIS) Sent: Thursday, November 13, 2003 6:47 PM To: otrs(a)otrs.org Subject: [otrs] question Hi I need to have alert sent to mobile and email simultaneosly whenever a ticket is openned . I checked and found that at a time I can enter only one email address so its either the email address or the mobile pop address . Can anyone help me to get this going ? Thanks Indrani _______________________________________________ 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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