February 2003 - otrs - OTRS mailing lists

Mail Sending Issues on Win2k
by Charles R. "Rusty" Thompson 28 Feb '03

28 Feb '03

>> 2) The emails do not seem to be intepreted correctly by our >> Outlook clients. >> I think the headers of emails are being mis-read by the client apps. >> Normally I would see something like this in the window view: (--- between >> these being the graphical header view of the email) >> >> ----------------------------------------------------- >> To: charlest(a)indysoft.com From:otrs@indysoft.com >> Subject: OTRS-Admin Info! Cc: >> ----------------------------------------------------- >> This is a test >> >> Instead the To and Subject fields are blank and the email body consists of >> this: >> >> X-Mailer: OTRS Mail Service (1.20) X-Powered-By: OTRS - Open >> Ticket Request >> System (http://otrs.org/) Message-Id: <EHAVC73-0000SK-00@indysoftsupport> >> Bcc: >> Date: Tue, 25 Feb 2003 09:28:15 -0500 >> Subject: [indysoft] OTRS-Admin Info! >> X-Text-Classification: indysoft >> >> This is a test >> >> >> Any idea what might be causing this? >It seems you have POPFile installed. Try deactivating it ftm and look what >happens. If not, try setting the POP3-Account to "not trusted" - OTRS >Headers won't be used anymore >(http://localhost/otrs/index.pl?Action=AdminPOP3) >Let us know if it works. What is ftm, For The Moment? By disabling do you mean set it as invalid-temporarily? I set the POP3 to trusted, then not trusted. Neither solves the issue. Let me give a bit more detail on what I'm seeing in each case as I've noticed a few issues around this and am not sure where the ultimate problem rests. 1) Incoming mails to the POP3 work for Trusted/Not Trusted, they are assigned case numbers 2) An Autoresponder for my Incoming Mails Queue sends mail to exim where it hangs and is never delivered. The exim -bp gives a message id followed by ***spool format error: size-991*** This only happens when Autoresponders are generated for cases sent in by email 3) Web posted cases work with the Autoresponder, the result is jumbled headers though 4) Sending the standard empty message reply to a ticket number originally generated by web post or email results in delivered mail but with the jumbled headers and blank To:CC:Subject: fields as noted in the previous post. 5) Here's the head scratcher... If I add a CC to an empty answer the To: recipient is jumbled but the CC recipient is perfect. The CC version is the way all the jumbled ones should be. That's it in a nutshell. CT

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RE: [indysoft] otrs digest, Vol 1 #212 - 14 msgs
by Charles R. "Rusty" Thompson 28 Feb '03

28 Feb '03

>> 2) The emails do not seem to be intepreted correctly by our >> Outlook clients. >> I think the headers of emails are being mis-read by the client apps. >> Normally I would see something like this in the window view: (--- between >> these being the graphical header view of the email) >> >> ----------------------------------------------------- >> To: charlest(a)indysoft.com From:otrs@indysoft.com >> Subject: OTRS-Admin Info! Cc: >> ----------------------------------------------------- >> This is a test >> >> Instead the To and Subject fields are blank and the email body consists of >> this: >> >> X-Mailer: OTRS Mail Service (1.20) X-Powered-By: OTRS - Open >> Ticket Request >> System (http://otrs.org/) Message-Id: <EHAVC73-0000SK-00@indysoftsupport> >> Bcc: >> Date: Tue, 25 Feb 2003 09:28:15 -0500 >> Subject: [indysoft] OTRS-Admin Info! >> X-Text-Classification: indysoft >> >> This is a test >> >> >> Any idea what might be causing this? >It seems you have POPFile installed. Try deactivating it ftm and look what >happens. If not, try setting the POP3-Account to "not trusted" - OTRS >Headers won't be used anymore >(http://localhost/otrs/index.pl?Action=AdminPOP3) >Let us know if it works. What is ftm, For The Moment? By disabling do you mean set it as invalid-temporarily? I set the POP3 to trusted, then not trusted. Neither solves the issue. Let me give a bit more detail on what I'm seeing in each case as I've noticed a few issues around this and am not sure where the ultimate problem rests. 1) Incoming mails to the POP3 work for Trusted/Not Trusted, they are assigned case numbers 2) An Autoresponder for my Incoming Mails Queue sends mail to exim where it hangs and is never delivered. The exim -bp gives a message id followed by ***spool format error: size-991*** This only happens when Autoresponders are generated for cases sent in by email 3) Web posted cases work with the Autoresponder, the result is jumbled headers though 4) Sending the standard empty message reply to a ticket number originally generated by web post or email results in delivered mail but with the jumbled headers and blank To:CC:Subject: fields as noted in the previous post. 5) Here's the head scratcher... If I add a CC to an empty answer the To: recipient is jumbled but the CC recipient is perfect. The CC version is the way all the jumbled ones should be. That's it in a nutshell. CT

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User being able to pick his (or her) Queue
by Covert, Jake 27 Feb '03

27 Feb '03

How can I modify the customer's web interface to allow them to pick their own queue? Cheers, Jake Covert

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Feature request: in zoom view, see who is the agent that composed the answer
by Moshe Leibovitch (SoftLink) 27 Feb '03

27 Feb '03

Currently, you have to look in the history to see that Thanks, Moshe

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Manual ticket moving
by Strange, PJ (Philippa) 27 Feb '03

27 Feb '03

>>> 4/ allow agents to move or escalate to queues via the existing drop-down but >>> to queues which they don't have queueview access to ? > >Yes, it's possible (config option). I'm not sure you understood the question, sorry. Say for instance you have a queue called 'support' in which there is a ticket. The support analyst thinks the ticket should be dealt with by a director via the 'directors' queue. He/She doesn't have access to the 'directors' queue but needs to be able to move the ticket to that queue. How is this done? At the moment if I use the drop down menu to change queues it tells me I'm not authorised. If your answer is still the same could you elaborate a little please. Thanks ever so much Philippa Strange ---------------------------------- Helpdesk Development Vote 26/2/03: OTRS = 52% RT = 38% Bugzilla = 8% unsure = 2% ----------------------------------

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Install Problems
by Douglas Eadline 26 Feb '03

26 Feb '03

I have installed OTRS but seem to be having some problems when it runs. For instance, when I start OTRS I get some perl errors. My server is RedHat 6.2 and my perl version is 5.005_03. I know I should upgrade, but the server is not scheduled for an upgrade for several months. Does anyone know what causes these errors? I am not perl expert. Thanks Doug /sbin/service otrs start $Starting OTRS.. Checking httpd ... done. Disabled: mysqld check! Checking database connect... Constant subroutine __stub_lgammal redefined at /usr/lib/perl5/5.00503/i386-linux/gnu/stubs.ph line 58. Constant subroutine __stub_lgammal_r redefined at /usr/lib/perl5/5.00503/i386-linux/gnu/stubs.ph line 64.Constant subroutine __need___va_list undefined at /usr/lib/perl5/5.00503/i386-linux/stdarg.ph line 9. It looks Ok! done. Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://otto.plogic.internal/otrs/index.pl <<-- $Final start of OTRS.. done -- ------------------------------------------------------------------- Paralogic, Inc. | PEAK | Voice:+610.814.2800 130 Webster Street | PARALLEL | Fax:+610.814.5844 Bethlehem, PA 18015 USA | PERFORMANCE | http://www.plogic.com -------------------------------------------------------------------

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Spell checker
by Moshe Leibovitch (SoftLink) 26 Feb '03

26 Feb '03

Thanks Martin, It works. I'll post my minor modifications with the "force spell check before send", as I am not too familiar with CVS, etc. Thanks, Moshe

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Who uses the OTRS?
by Stefan Wintermeyer 26 Feb '03

26 Feb '03

Hi Guys, I desperately search for companies which use the OTRS in daily business. We need the PR for the OTRS. It is not just enough to create a great application, but we have also to do some PR. For this we need success stories and names of "big" companies. Many people ask us what companies the system use and we can't give any information because we don't know it. HELP ME! Please send me the following data: - name of the company - city and country you are located - size of the installation - hardware you use - OS you use - can we use the name in our PR? yes/no In case you can give us a small success story we would be very happy (just 5-6 sentences), but even the above data is enough for the moment. Please send this to me via private mail. Thank you! take care Stefan Wintermeyer -- Stefan Wintermeyer Computer, compute to the last digit the value of pi. (Spock) "Star Trek"

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Spell checker
by Moshe Leibovitch (SoftLink) 25 Feb '03

25 Feb '03

No error whatsoever. I greped both the /var/log and var/log/http for "spell". I tried to understand the flow of the spell checking, but failed miserably. I am no perl god, and this is a fairly complex program. Thanks for OTRS and the help! Thanks, Moshe Martin wrote: Hi Moshe, On Tue, Feb 25, 2003 at 01:13:13PM +0200, Moshe Leibovitch (SoftLink) wrote: > I tried it with both ispell and aspell, and they both seems to cause > the same behavior: The spell checker window open, shows the message > and reports that there are 0 errors. > > I even replaced the aspell image with a script, and the script doesn't > seem to execute at all. Is the something in the error log of the webserver? > I am working on adding "forced" spell checking to OTRS (very simple, > actually - I just added a flag "was_spell_checked" to the document, > and checked it before the submit), but I reversed all my changes. :) > Regards, > Moshe Martin

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Spell checker
by Moshe Leibovitch (SoftLink) 25 Feb '03

25 Feb '03

Ah! I missed something! In the web error log I can see the following errors: sh: -c: line 4: syntax error near unexpected token `(S' 'h: -c: line 4: `"Moshe Leibovitch (SoftLink)" wrote: The email body is: ==================================== Dear Moshe Leibovitch, tets Thank you for your request. "Moshe Leibovitch (SoftLink)" <moshe(a)softlink.com> wrote: > > Regards, Softlink Support ====================================

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