February 2003 - otrs - OTRS mailing lists

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

25 Feb '03

Also, if the message body is only: Dear Moshe Leibovitch, Tets It works nicely.

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Install problems on freebsd 4.6.2
by Tennyson La Jeunesse 25 Feb '03

25 Feb '03

I am having problems with completing install on Freebsd 4.6.2 Installed apache Installed all required perl and cpan mods. Installed mysql and created necessary user account, including GRANT access to database otrs - can manually connect to database Ran initial perl tests - reponse: syntax OK for both index and postmaster When running CheckDB the following error is returned: mars# ./CheckDB.pl Function not implemented at /usr/local/otrs/Kernel/System/Log.pm line 60. Additionaly, the same error occurs when attempting to connect ot http://servername/otrs/index.pl or http://servername/otrs/installer.pl Obviously the problems are linked What gives? Thank you, Tennyson La Jeunesse BroadSource Technologies, Corp.

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Email Configuration on Win2k
by Charles R. "Rusty" Thompson 25 Feb '03

25 Feb '03

Ok... I rerouted exim to our external shared webhosting server and finally got an email to go out, thanks for steering me away from what I was doing Robert! Now I have two additional questions: 1) In the case of mail failure, where do mails go/end up? Is there a resend or some queue to investigate? I sent some dozen odd messages through exim that failed and am just curious where they finally ended up on the system. 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? CT

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RE: [otrs] FW: Problem w/ procmail and sendmail
by Covert, Jake 25 Feb '03

25 Feb '03

I think I've fixed the problem (mostly). The real issue is that procmail and sendmail are pretty tightly integrated. Separating them can be a pain. So, realizing that only one box on my local network can receive mail, I did this: 1) Set up my NIS master w/ the id otrs. 2) Put a .forward in this user's home directory to otrs@<linux_box>.domain.com 3) Enabled incoming relaying on my Linux box 4) Enabled sendmail on Linux box Rather than trying to have the Linux box process the sendmail leftovers of another box, re-directing is much easier. I sure do appreciate your help though. Jake -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Tuesday, February 25, 2003 8:01 AM To: otrs(a)otrs.org Subject: Re: [otrs] FW: Problem w/ procmail and sendmail Hi Jake, On Mon, Feb 24, 2003 at 12:55:23PM -0500, Covert, Jake wrote: > Anyone have any thoughts on how to get procmail to run in stand-alone mode > w/ a cron maybe? "cat /path/to/mailbox-file | formail -ds procmail" And the ~/.procmailrc is used. :) > Cheers, > > ********************************* > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson _______________________________________________ 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

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FW: Cron <otrs@shelob> $HOME/bin/GenericAgent.pl >> /dev/null
by Strange, PJ (Philippa) 25 Feb '03

25 Feb '03

I've recently installed OTRS with the standard default settings and received the error below Has anyone else seen this and how do I stop it? Thanks Philippa Strange -----Original Message----- From: root(a)shelob.gridpp.rl.ac.uk [mailto:root@shelob.gridpp.rl.ac.uk] Sent: 20 February 2003 11:40 To: pjs72(a)rl.ac.uk Subject: Cron <otrs@shelob> $HOME/bin/GenericAgent.pl >> /dev/null Can't locate Kernel/Config/GenericAgent.pm in @INC (@INC contains: /opt/otrs/Kernel/cpan-lib /opt/otrs /usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.6.1/i386-linux /usr/lib/perl5/vendor_perl/5.6.1 /usr/lib/perl5/vendor_perl .) at /opt/otrs//bin/GenericAgent.pl line 52. BEGIN failed--compilation aborted at /opt/otrs//bin/GenericAgent.pl line 52.

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Junkmail button
by Mark N. 25 Feb '03

25 Feb '03

Hi, Would it be possible to make a button/link (next to the Lock, Zoom, Close, etc. buttons) in the Queue view, that would move a ticket to the Junk queue (or maybe delete it)? We get a lot of spam in some of our queues and it takes time to close all those tickets :( Any better ideas? Thanks, Mark Nellemann Happy OTRS User

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FW: Problem w/ procmail and sendmail
by Covert, Jake 25 Feb '03

25 Feb '03

Anyone have any thoughts on how to get procmail to run in stand-alone mode w/ a cron maybe? Cheers, ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Covert, Jake Sent: Friday, February 21, 2003 4:06 PM To: 'otrs(a)otrs.org' Subject: Problem w/ procmail and sendmail I'm have a little difficulty configuring sendmail and procmail to deliver email into otrs. I have a different machine acting as NIS master that is setup to receive all my mail(MTA=sendmail). it puts the mail in an NFS auto-mounted folder: /var/spool/mail/otrs or /var/mail/otrs (really just linked to above) The user otrs is an NIS id at this point. so sitting on my request box (linux 8), I can see my mail spool and when I send an email to otrs@FQDN, it puts mail into the mail file fine. I know that PostMaster.pl is working fine as well. If I pipe a test.box email into it, it will generate a ticket. (will recreate follow up tickets as well, if ticket number is referenced). I have a .procmailrc file in my home directory. Below is what I think is it's main config part: ========================================== #SYS_HOME=/opt/otrs/ #SYS_HOME=$HOME SYS_HOME=/opt/otrs/ SHELL=/bin/sh PATH=/bin:/usr/bin:/usr/local/bin MONTHFOLDER=`date +%Y-%m` YEARFOLDER=`date +%Y` MAILDIR=/var/mail/otrs LOGFILE=$SYS_HOME/var/log/procmail-$MONTHFOLDER.log VERBOSE=on ========================================== Here's what I think might be the problem. Sendmail (on my NIS master) receives the email, finds the user, and puts the mail into the right spool file. Now the NIS master that has sendmail running on it, is an Sun Solaris box that I'm pretty sure doesn't have procmail running on it, so it might not be able to understand any .procmailrc config files. (by the way, the home directory of the otrs user is an auto-mount as well. (/opt/otrs locally and /home/otrs to all the other machines. I just have /opt/otrs exported out in /etc/exports and have it mapped in the nis-auto_homes map)) How can I get procmail to run on my otrs system independent of the box that is doing sendmail? Any help would be much appreciated. Jake Covert --------------------------- jakecovert(a)comcast.net www.jakecovert.com ---------------------------

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Mail to customer, when creating note for external
by Andreas Haase 25 Feb '03

25 Feb '03

Hi, in OTRS I have the option to add a note to a ticket. I can decide, whether I want to add an internal or external note. When I use "external", then I would expext a mail to be sent out to the creator of the ticket (or optionally to a address, I fill in?), but no mail is sent. Do I have to configure some more options or did I misunderstand something? Sorry, if this mail appears twice, but I think, the first try to send it failed. Tnx and bye, Andreas Haase EastLink GmbH -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

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AW: [otrs] Feature request: Time units
by Ralph Müller 25 Feb '03

25 Feb '03

Hello Martin, thanks for your feedback. >> One thing I am missing at the moment is an automated recording of the >> spended time per ticket. We have to report the time spended per ticket, well >> and I am a little bit forgetful, so sometimes I leave the field empty :-(. >> Would it be possible to track the time from zooming in a ticket until >> sending a mail or editing a phone call respectively? If the field for Time >> units is empty while sending the mail, a popup should appear which reminds >> one to enter the time spended. Absolutely superb it would be, if the field >> would be already filled with the time spended since zooming in. After >> sending the mail the view should switch back to ticket or queue view, >> respectively. > I don't have a good idea to track the time automatically. Anyway, I added the > "Need accounted time" feature to (CVS 1.1). Config option "FrontendNeedAccountedTime" > (default 0). Would it be possible to use a cooky for that? If you zoom in write time and ticket-ID to the cooky and if the send button is pressed, re-read it and calculate the spended time. >> Also I would like to add two states for tickets: feedback and pending >> feedback. In the ticket view the state feedback should be appear beside new, >> pending, reminder .... . All tickets with the state 'pending feedback' >> should be included in 'Pending' and if the pending time is reached they >> should switch to 'feedback'. Is this just an configuration task or have more >> to be done? >I think I need to write a chapter for the OTRS doc. But here is the short way: >Add "feedback" and "pending feedback" via admin interface (AdminState). >Add the following to Kernel/Config.pm >[...] > $Self->{ViewableStats} = ["'open'", "'new'", "'pending auto close-'", "'pending auto close+'", "'pending reminder'", >"'feedback'", "'pending feedback'"]; > $Self->{StateAfterPending} = { > 'pending auto close+' => 'closed successful', > 'pending auto close-' => 'closed unsuccessful', > 'pending feedback' => 'feedback', > }; >[...] >Restart your webserver (if you use mdo_perl) and you will have this. That was the easy stuff and I did it already. The problem was, I would like to see an extra option in the locked ticket-view, which shows me all the tickets with state feedback (beside All, Open, New, Pending, Reminder). Well, meanwhile I went through the system and did adapt the files AgentMailboxNavBar.dtl, RuntimeDB.pm, AgentMailbox.pm and AAATicket.dtl as well as the table 'ticket_states'. Now it seems to work perfectly. Did I something miss? Thanks again for providing such great stuff! By Ralph

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Feature request: Time units
by Ralph Müller 25 Feb '03

25 Feb '03

Hello, first of all, thanks for your great work! From version to version it gets more and more exciting! One thing I am missing at the moment is an automated recording of the spended time per ticket. We have to report the time spended per ticket, well and I am a little bit forgetful, so sometimes I leave the field empty :-(. Would it be possible to track the time from zooming in a ticket until sending a mail or editing a phone call respectively? If the field for Time units is empty while sending the mail, a popup should appear which reminds one to enter the time spended. Absolutely superb it would be, if the field would be already filled with the time spended since zooming in. After sending the mail the view should switch back to ticket or queue view, respectively. Also I would like to add two states for tickets: feedback and pending feedback. In the ticket view the state feedback should be appear beside new, pending, reminder .... . All tickets with the state 'pending feedback' should be included in 'Pending' and if the pending time is reached they should switch to 'feedback'. Is this just an configuration task or have more to be done? Thanks again Bye Ralph

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