December 2003 - otrs - OTRS mailing lists

Duplicate Tickets
by Bakari Allen 23 Dec '03

23 Dec '03

I submitted an e-mail earlier about duplicate tickets and was referred to reviewing the logs for more information. I have been reviewing the logs and still cannot make heads or tails of the problem. Below is an excerpt from our log file regarding one (1) e-mail that was assigned two (2) ticket numbers . . . 2003121810000652 and 2003121810000643 respectively. Dec 18 16:50:02 jhatldunwlnx OTRS-PM3-10[15919]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000625] created (TicketID=13929, ArticleID=114603). Dec 18 16:50:02 jhatldunwlnx OTRS-PM3-10[15918]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000634] created (TicketID=13930, ArticleID=114604). Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15919]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000643] created (TicketID=13931, ArticleID=114605). Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15919]: [Notice][main::FetchMail] Fetched 2 email(s) from titles(a)10.1.18.17. Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15918]: [Notice][Kernel::System::PostMaster::NewTicket::Run] New Ticket [2003121810000652] created (TicketID=13932, ArticleID=114606). Dec 18 16:50:03 jhatldunwlnx OTRS-PM3-10[15918]: [Notice][main::FetchMail] Fetched 2 email(s) from titles(a)10.1.18.17. In the first fetch there were three tickets created but only 2 e-mails reported as being fetched. Then, the second retrieval lists one ticket being created and two e-mails being fetched. Can someone assist me in figuring out this problem. It is driving me nuts cleaning up duplicate tickets. TIA, Bakari A. Allen Director of Information Technology Jackson and Hardwick ballen(a)jhlaw.net

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Error answering ticket. ModPerl::Registry: Can't call method
by Eivind Arnesen 22 Dec '03

22 Dec '03

Hi there! OTRS looks very promising, but I've run into a problem. I cannot answer tickets when i press "empy answer". I'm using the latest otrs rpm on a redhat 9 box. Here is the message from /var/log/httpd/error_log: ModPerl::Registry: Can't call method "address" on an undefined value at /opt/otrs//Kernel/System/Email/Sendmail.pm line 88.! In the browser, before i press the submit button, it looks like the from field is empty (From <>). The same happens if I try to forward a message, BUT if I press split,my address is displayed on the screen. The system is capable to send emails when i transfer i ticket and so on. It seems that there might be a problem of getting the "from address". Anyone have a clue whats going on? I've managed to authenticate against our active directory, and getting customer info from our exchange server, so if I can get the rest to work, I'll be very happy. I'm not a perl programmer, so my capabilities to debug the problem is rather limited. I hope somebody can help! Thanks. Eivind Here is the message displayed in the browser: Server error! The server encountered an internal error and was unable to complete your request.

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Thomas Lemke (IT Service // Helpdesk) ist außer Haus.
by Thomas Lemke 22 Dec '03

22 Dec '03

Ich werde ab 20.12.2003 nicht im Büro sein. Ich kehre zurück am 29.12.2003. Ich werde Ihre Nachrichten nach meiner Rückkehr lesen und beantworten. Wenden Sie sich bitte wegen der Produktionsbetreuung UDM, Kubis, Control-M (E-Plus) an Torsten Cleff und Christian Strätgen. In SNT-internen Angelegenheiten wenden Sie sich bitte an Matthias Kludt. Viele Grüße, Thomas Lemke

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Re: [otrs] cant connect
by frank cases 21 Dec '03

21 Dec '03

your right auth failed seems /usr/local/bin/tcpserver -v -R -H -l 0 0 110 /var/qmail/bin/qmail-popup FQDN /bin/checkpassword /var/qmail/bin/qmail-pop3d Maildir & not reading my password however qmailadmin and vpopmail runnign ok any idea> >From: "Phillip Baker" <otrs(a)bppb.net> >Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Subject: Re: [otrs] cant connect >Date: Sun, 21 Dec 2003 01:59:23 -0000 >MIME-Version: 1.0 >Received: from esanta.edenhofer.de ([217.160.215.153]) by >mc3-f35.hotmail.com with Microsoft SMTPSVC(5.0.2195.6713); Sat, 20 Dec 2003 >17:58:22 -0800 >Received: from esanta.edenhofer.de (localhost [127.0.0.1])by >esanta.edenhofer.de (Postfix) with ESMTPid D530E843AB; Sun, 21 Dec 2003 >03:04:07 +0100 (CET) >Received: from smithers.nildram.co.uk (smithers.nildram.co.uk >[195.112.4.54])by esanta.edenhofer.de (Postfix) with ESMTP id 4C55D84394for ><otrs(a)otrs.org>; Sun, 21 Dec 2003 03:04:06 +0100 (CET) >Received: from twiglet (81-6-227-21.dyn.gotadsl.co.uk [81.6.227.21])by >smithers.nildram.co.uk (Postfix) with SMTP id B0F4C24D7BEfor ><otrs(a)otrs.org>; Sun, 21 Dec 2003 01:58:14 +0000 (GMT) >X-Message-Info: UZmYcfFpTCdrNi9bigA6yoqraOU6pNfd >X-Original-To: otrs(a)otrs.org >Delivered-To: otrs-otrs(a)esanta.edenhofer.de >Message-ID: <003e01c3c766$0e323970$0a00000a@twiglet> >References: <Law14-F17VJsLacgwtb0005f6ae(a)hotmail.com> >X-MSMail-Priority: Normal >X-Mailer: Microsoft Outlook Express 6.00.2800.1158 >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1165 >X-BeenThere: otrs(a)otrs.org >X-Mailman-Version: 2.1.2 >Precedence: list >List-Id: User questions and discussions about OTRS. <otrs.otrs.org> >List-Unsubscribe: ><http://lists.otrs.org/cgi-bin/listinfo/otrs>,<mailto:otrs-request@otrs.org?subject=unsubscribe> >List-Archive: <http://lists.otrs.org/pipermail/otrs> >List-Post: <mailto:otrs@otrs.org> >List-Help: <mailto:otrs-request@otrs.org?subject=help> >List-Subscribe: ><http://lists.otrs.org/cgi-bin/listinfo/otrs>,<mailto:otrs-request@otrs.org?subject=subscribe> >Errors-To: otrs-bounces(a)otrs.org >Return-Path: otrs-bounces(a)otrs.org >X-OriginalArrivalTime: 21 Dec 2003 01:58:23.0206 (UTC) >FILETIME=[EA3DF860:01C3C765] > >I've not checked but I presume that's an error the perl script is giving >you? > >If so, I'd imagine thats just shorthand for "user blah on the machine >hostname.foo", rather than anything else. > >Try telnetting to 110 and doing >USER <youruser> >PASS <yourpass> > >and check if that lets you in... if it doesn't then the perl script is >absolutely right in whinging :) > >Regards, >Phillip Baker >LC Host Administrator >phil(a)lchost.co.uk >07793 228080 > >----- Original Message ----- >From: "frank cases" <frankcases(a)hotmail.com> >To: <otrs(a)otrs.org> >Sent: Sunday, December 21, 2003 1:55 AM >Subject: Re: [otrs] cant connect > > > > done thanks > > > > > > now when i use > > PostMasterPOP3.pl -s myhost -umyemail@mydomain -pmypass > > > > i get > > > > auth for userr umyemail@mydomain@boxname.com failed > > > > any ideas... its padding all my users with my box name.. > > > > > > > > >From: "Phillip Baker" <otrs(a)bppb.net> > > >Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > > >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > > >Subject: Re: [otrs] cant connect > > >Date: Sun, 21 Dec 2003 00:58:12 -0000 > > >MIME-Version: 1.0 > > >Received: from esanta.edenhofer.de ([217.160.215.153]) by > > >mc7-f22.hotmail.com with Microsoft SMTPSVC(5.0.2195.6713); Sat, 20 Dec >2003 > > >16:57:10 -0800 > > >Received: from esanta.edenhofer.de (localhost [127.0.0.1])by > > >esanta.edenhofer.de (Postfix) with ESMTPid C493B843A9; Sun, 21 Dec 2003 > > >02:02:56 +0100 (CET) > > >Received: from smithers.nildram.co.uk (smithers.nildram.co.uk > > >[195.112.4.54])by esanta.edenhofer.de (Postfix) with ESMTP id >072CC84394for > > ><otrs(a)otrs.org>; Sun, 21 Dec 2003 02:02:55 +0100 (CET) > > >Received: from twiglet (81-6-227-21.dyn.gotadsl.co.uk [81.6.227.21])by > > >smithers.nildram.co.uk (Postfix) with SMTP id D8DF424EAAEfor > > ><otrs(a)otrs.org>; Sun, 21 Dec 2003 00:57:03 +0000 (GMT) > > >X-Message-Info: UZmYcfFpTCc10nE94DXzQagHCFKdhAX7 > > >X-Original-To: otrs(a)otrs.org > > >Delivered-To: otrs-otrs(a)esanta.edenhofer.de > > >Message-ID: <002b01c3c75d$81ff3d20$0a00000a@twiglet> > > >References: <Law14-F59tfmKsX0gIx0005f6a1(a)hotmail.com> > > >X-MSMail-Priority: Normal > > >X-Mailer: Microsoft Outlook Express 6.00.2800.1158 > > >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1165 > > >X-BeenThere: otrs(a)otrs.org > > >X-Mailman-Version: 2.1.2 > > >Precedence: list > > >List-Id: User questions and discussions about OTRS. <otrs.otrs.org> > > >List-Unsubscribe: > > > ><http://lists.otrs.org/cgi-bin/listinfo/otrs>,<mailto:otrs-request@otrs.org >?subject=unsubscribe> > > >List-Archive: <http://lists.otrs.org/pipermail/otrs> > > >List-Post: <mailto:otrs@otrs.org> > > >List-Help: <mailto:otrs-request@otrs.org?subject=help> > > >List-Subscribe: > > > ><http://lists.otrs.org/cgi-bin/listinfo/otrs>,<mailto:otrs-request@otrs.org >?subject=subscribe> > > >Errors-To: otrs-bounces(a)otrs.org > > >Return-Path: otrs-bounces(a)otrs.org > > >X-OriginalArrivalTime: 21 Dec 2003 00:57:10.0948 (UTC) > > >FILETIME=[5D67DE40:01C3C75D] > > > > > >Frank, > > > > > >Port 25 is SMTP. You need POP3 running for that perl script to connect >to > > >download the mail. > > > > > >POP3 runs on port 110. > > > > > >Regards, > > >Phillip Baker > > >LC Host Administrator > > >phil(a)lchost.co.uk > > >07793 228080 > > > > > > > > >----- Original Message ----- > > >From: "frank cases" <frankcases(a)hotmail.com> > > >To: <otrs(a)otrs.org> > > >Sent: Sunday, December 21, 2003 12:38 AM > > >Subject: [otrs] cant connect > > > > > > > > > > Sun Dec 21 09:30:01 2003 error OTRS-PM3-10 Can't connect to >127.0.0.1 > > > > Sun Dec 21 09:00:02 2003 error OTRS-PM3-10 Can't connect to >localhost > > > > > > > > also i tried the FQDN ... same results.. > > > > > > > > BUT i can connect fine with a telnet to the port 25 on these > > > > > > > > so email server is running.. > > > > > > > > i tried running ./postmasterpop3.pl file also same results > > > > > > > > > > > > i just dont get why it wont work.. > > > > > > > > please help ! > > > > > > > > Frank > > > > > > > > _________________________________________________________________ > > > > Protect your PC - get McAfee.com VirusScan Online > > > > http://clinic.mcafee.com/clinic/ibuy/campaign.asp?cid=3963 > > > > > > > > _______________________________________________ > > > > 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/ > > > > _________________________________________________________________ > > The new MSN 8: smart spam protection and 2 months FREE* > > http://join.msn.com/?page=features/junkmail > > >http://join.msn.com/?page=dept/bcomm&pgmarket=en-ca&RU=http%3a%2f%2fjoin.ms… > > > > _______________________________________________ > > 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/ _________________________________________________________________ Help STOP SPAM with the new MSN 8 and get 2 months FREE* http://join.msn.com/?page=dept/bcomm&pgmarket=en-ca&RU=http%3a%2f%2fjoin.ms…

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Re: [otrs] cant connect
by frank cases 21 Dec '03

21 Dec '03

done thanks now when i use PostMasterPOP3.pl -s myhost -umyemail@mydomain -pmypass i get auth for userr umyemail@mydomain@boxname.com failed any ideas... its padding all my users with my box name.. >From: "Phillip Baker" <otrs(a)bppb.net> >Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >To: "User questions and discussions about OTRS." <otrs(a)otrs.org> >Subject: Re: [otrs] cant connect >Date: Sun, 21 Dec 2003 00:58:12 -0000 >MIME-Version: 1.0 >Received: from esanta.edenhofer.de ([217.160.215.153]) by >mc7-f22.hotmail.com with Microsoft SMTPSVC(5.0.2195.6713); Sat, 20 Dec 2003 >16:57:10 -0800 >Received: from esanta.edenhofer.de (localhost [127.0.0.1])by >esanta.edenhofer.de (Postfix) with ESMTPid C493B843A9; Sun, 21 Dec 2003 >02:02:56 +0100 (CET) >Received: from smithers.nildram.co.uk (smithers.nildram.co.uk >[195.112.4.54])by esanta.edenhofer.de (Postfix) with ESMTP id 072CC84394for ><otrs(a)otrs.org>; Sun, 21 Dec 2003 02:02:55 +0100 (CET) >Received: from twiglet (81-6-227-21.dyn.gotadsl.co.uk [81.6.227.21])by >smithers.nildram.co.uk (Postfix) with SMTP id D8DF424EAAEfor ><otrs(a)otrs.org>; Sun, 21 Dec 2003 00:57:03 +0000 (GMT) >X-Message-Info: UZmYcfFpTCc10nE94DXzQagHCFKdhAX7 >X-Original-To: otrs(a)otrs.org >Delivered-To: otrs-otrs(a)esanta.edenhofer.de >Message-ID: <002b01c3c75d$81ff3d20$0a00000a@twiglet> >References: <Law14-F59tfmKsX0gIx0005f6a1(a)hotmail.com> >X-MSMail-Priority: Normal >X-Mailer: Microsoft Outlook Express 6.00.2800.1158 >X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1165 >X-BeenThere: otrs(a)otrs.org >X-Mailman-Version: 2.1.2 >Precedence: list >List-Id: User questions and discussions about OTRS. <otrs.otrs.org> >List-Unsubscribe: ><http://lists.otrs.org/cgi-bin/listinfo/otrs>,<mailto:otrs-request@otrs.org?subject=unsubscribe> >List-Archive: <http://lists.otrs.org/pipermail/otrs> >List-Post: <mailto:otrs@otrs.org> >List-Help: <mailto:otrs-request@otrs.org?subject=help> >List-Subscribe: ><http://lists.otrs.org/cgi-bin/listinfo/otrs>,<mailto:otrs-request@otrs.org?subject=subscribe> >Errors-To: otrs-bounces(a)otrs.org >Return-Path: otrs-bounces(a)otrs.org >X-OriginalArrivalTime: 21 Dec 2003 00:57:10.0948 (UTC) >FILETIME=[5D67DE40:01C3C75D] > >Frank, > >Port 25 is SMTP. You need POP3 running for that perl script to connect to >download the mail. > >POP3 runs on port 110. > >Regards, >Phillip Baker >LC Host Administrator >phil(a)lchost.co.uk >07793 228080 > > >----- Original Message ----- >From: "frank cases" <frankcases(a)hotmail.com> >To: <otrs(a)otrs.org> >Sent: Sunday, December 21, 2003 12:38 AM >Subject: [otrs] cant connect > > > > Sun Dec 21 09:30:01 2003 error OTRS-PM3-10 Can't connect to 127.0.0.1 > > Sun Dec 21 09:00:02 2003 error OTRS-PM3-10 Can't connect to localhost > > > > also i tried the FQDN ... same results.. > > > > BUT i can connect fine with a telnet to the port 25 on these > > > > so email server is running.. > > > > i tried running ./postmasterpop3.pl file also same results > > > > > > i just dont get why it wont work.. > > > > please help ! > > > > Frank > > > > _________________________________________________________________ > > Protect your PC - get McAfee.com VirusScan Online > > http://clinic.mcafee.com/clinic/ibuy/campaign.asp?cid=3963 > > > > _______________________________________________ > > 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/ _________________________________________________________________ The new MSN 8: smart spam protection and 2 months FREE* http://join.msn.com/?page=features/junkmail http://join.msn.com/?page=dept/bcomm&pgmarket=en-ca&RU=http%3a%2f%2fjoin.ms…

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cant connect
by frank cases 21 Dec '03

21 Dec '03

Sun Dec 21 09:30:01 2003 error OTRS-PM3-10 Can't connect to 127.0.0.1 Sun Dec 21 09:00:02 2003 error OTRS-PM3-10 Can't connect to localhost also i tried the FQDN ... same results.. BUT i can connect fine with a telnet to the port 25 on these so email server is running.. i tried running ./postmasterpop3.pl file also same results i just dont get why it wont work.. please help ! Frank _________________________________________________________________ Protect your PC - get McAfee.com VirusScan Online http://clinic.mcafee.com/clinic/ibuy/campaign.asp?cid=3963

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Customer name in salutation in wrong order
by Chris Salter 19 Dec '03

19 Dec '03

Hi all, We're running into a fairly minor cosmetic issue, and I'm kind of hoping that someone can help me out with it. Some of our customers have their names reversed when they send in email (ie instead of being from "John Doe" it comes in as being from "Doe, Jon"). If they don't exist as customers in the OTRS system (we're not currently using that functionality so pretty much everyone is affected) then when we reply, the default salutation is "Dear Doe Jon," instead of "Dear Jon Doe,". Is there any way to switch it around if the person's name has a comma in it? -- Chris Salter

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Email driven rather than Web driven OTRS
by Ronan Mullally 19 Dec '03

19 Dec '03

Hi, I'm looking at upgrading our current ticketing system (a very old install of req). OTRS is one of the candidates. I've got v1.1.3 installed and working, and I'm in the process of trying to emulate the behaviour of req. I'd like to be able to do much of the work on a ticket via email rather than via the web front end. The behaviour I'm after is something like: 1 - Customer opens a ticket by emailing support. 2 - OTRS sends an auto reply with the ticket number. 3 - Engineers receive a copy of the customer's original email, *appearing to come from the customer*, but with the ticket number in the subject line. 4 - Engineers reply to this email, CC-ing support, setting 'Reply-To:' to support and ticket is updated with the reply. (An alternative is that engineers receive the notification From: OTRS, reply to it, and OTRS copies the update to the customer - this ensures that OTRS will see all emails). I've got 1, 2 and 4 working. However OTRS is only sending out a canned 'new ticket in support' email to users with the 'notify on new' preference set. How do I go about implementing step 3? I've looked at the $Self->{Notification*} stuff in Defaults.pm. - I can use <OTRS_CUSTOMER_EMAIL>, however I loose the header information. - Can I use <OTRS_CUSTOMER_FROM> as the notification sender? - I've considered spliting the (incoming) support alias to include a distribution list which covers all the engineers, however the email they receive won't have any ticket number. Any ideas? -Ronan ________________________________________________________________________ This email has been scanned for all viruses by the MessageLabs Email Security System. For more information on a proactive email security service working around the clock, around the globe, visit http://www.messagelabs.com ________________________________________________________________________

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RE: [otrs] Create customer in Phone View
by Seigafuse, Mike 19 Dec '03

19 Dec '03

I added the following to the AgentNavigationBar.dtl (for standard theme - you may need to do something slightly different for the lite theme): <td valign="top" align="center" class="nav"><a href="$Env{"Baselink"}Action=Admi nCustomerUser" onmouseover="window.status='$Text{"CustomerUserAdmin"}'; return t rue;" onmouseout="window.status='';" class="navitem"><img border="0" src="$Env{" Images"}admin.png" alt="$Text{"CustomerUserAdmin"}"><br>$Text{"CustomerUserAdmin "}</a></td> I also added this line to Config.pm: $Self->{'Module::Permission'}->{'AdminCustomerUser'} = 'cuadmin'; And added a group called cuadmin from the admin pages and used the Users to Groups settings to manage which agents can manage customer users. Not quite the same as managing customer users directly within the PhoneView, but at least you don't have to go to the trouble of doing it from the customer interface - it works for us, hope it helps. Mike -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tom Hesp Sent: Thursday, December 18, 2003 1:46 PM To: otrs(a)otrs.org Subject: [otrs] Create customer in Phone View Hi all, Is there a possibility to create a new customer from within the Phone View? I have a sort of helpdesk situation here where a customer can call to report a problem. If this customer has never called before the helpdesk person needs to create a new customer entry. It would be a lot easier to do this from within the Phone View right away instead of going to the Customer interface and doing it from there. I had a thorough look through the code but until now I have not been able to find it. Am I missing something or do I need to build this myself? Thanks for your time. Kind regards, Tom Hesp _______________________________________________ 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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idea
by Alex Mihicinac 19 Dec '03

19 Dec '03

Hi all, friend of mine suggested, that would be nice to have TicketZoom style, which would display all articles (small header[From/To/Date]+body) in zoomed ticket (kinda like forum view). What do you guys think? Best regards, Alex

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