May 2003 - otrs - OTRS mailing lists

Queue sorting by P2 e-mail address, not P1!
by Alex Mihicinac 01 Jun '03

01 Jun '03

Hi all, I did some more tests and figured out that OTRS uses P2 level e-mail addresses as From reference and not P1 level (which would be more appropriate!). Is there any way to handle this? When using P1 as From reference can be a lot of problems when receiving some forwards or bounces -> replying to these mails will result in wrong To: address, which would be from the guy who did bounce/forward, not the guy who send the original mail. Thanks in advance! With regards, Alex P.S. I'll finally have some time to put together my OTRS@SunOS installantion notes - can you guys tell me how would you like to have that?

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Customer and auto responses via customer.pl
by Jim Wight 01 Jun '03

01 Jun '03

A customer asks why they need to be shown auto responses when viewing their tickets via customer.pl. As far as they are concerned, these articles doesn't contain any useful information. Jim

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Auth for user helpdeskATticketDOTmyDOTdomainATticketDOTmyDOTdomain failed!
by FSackewitz＠hasco.com 28 May '03

28 May '03

Hi, I get a lot of error messages from the PostMasterPOP3.pl: --snipp-- >From otrsATotrsDOTmyDOTdomain Mon May 26 07:30:02 2003 Return-Path: <otrsATotrsDOTmyDOTdomain> X-Original-To: rootATlocalhost Delivered-To: rootATlocalhostDOTmyDOTdomain Received: by otrsDOTmyDOTdomain (orts, from userid 501) id 670428D47; Mon, 26 May 2003 07:30:02 +0200 (CEST) From: rootATotrsDOTmyDOTdomain (Cron Daemon) To: rootATlocalhostDOTmyDOTdomain Subject: Cron <otrsATotrs> $HOME/bin/PostMasterPOP3.pl >> /dev/null X-Cron-Env: <MAILTO=rootATlocalhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> Message-Id: <20030526053002.670428D47ATotrsDOTmyDOTdomain> Date: Mon, 26 May 2003 07:30:02 +0200 (CEST) ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon May 26 07:30:02 2003 Message: Auth for user helpdeskATticketDOTmyDOTdomainATticketDOTmyDOTdomain failed! Traceback (31668): Module: main::FetchMail (v1.9) Line: 140 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.9) Line: 106 --snipp-- Why I have there the "ticketDOTmyDOTdomain" twice? First I thought that it comes from the problem I had with my helpdesk-User (thanks Martin!) but it is still there after I fixed it. Any clues? Thx! Bye Frank Sackewitz

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More than one system address for specific queue
by Alex Mihicinac 28 May '03

28 May '03

Hi all, I'm trying to get all emails into one specific queue - emails come from different To/Cc: addresses, because OTRS' email is subscibed to couple of internal mail lists. For example To/Cc: can be helpdesk(a)inc.com or info(a)inc.com Is it possible to make OTRS get them all in one queue? If I set two system addresses pointing to the same queue still don't work. Mails from helpdesk go to correct queue, but info mails go into Raw queue. After that I've tried to use .procmailrc formail like: :0 fhw : * To:.*info@inc.com* | formail -I "X-OTRS-Queue: CorrectQueue" And still don't work (don't even have this tag in mail headers!?) Any hints? Best regards, Alex

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Use otrs together with encryption
by Sven Mannsdörfer 27 May '03

27 May '03

Hi folks! is there any possibility to integrate encryption in otrs? we need to decrypt incoming mails before adding them to otrs and encrypt outgoing eMails before they are sent. this may be a eMailserver task but in my opinion the encryption/decryption should be done as late as possible, that is only by the recipient (which is the otrs system in this case). Does any kind of plugin etc. exist which does the decryption (by using gnupg???) or / and encryption? Or has someone a script to automatically decrypt incoming eMails before they are passed to PostMaster.pl? any help / comment is very welcome. Sven

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POP3 Delivered mail not generating Auto-Response [2]
by G.T.Smith 26 May '03

26 May '03

All, Have investigated this further and found that this happening when the message originates from a mailing list. If the mailing list delivers directly to the otrs account there is no problem. The mail account concerned is on an MS Exchange server. Any ideas on a work around, or is this a bug? ====================================================== G.T.Smith Computer Officer ASSL mailto:G.T.Smith@bham.ac.uk ====================================================== When you Have lost your inns, drown your empty selves, for you will have lost the last of England.. Hilaire Belloc ======================================================

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Re: [otrs] Auto-reply problem
by Sadri Sahraoui 26 May '03

26 May '03

----- Original Message ----- From: Martin Edenhofer <martin(a)edenhofer.de> Date: Wed, 21 May 2003 21:19:21 +0200 To: otrs(a)otrs.org Subject: Re: [otrs] Auto-reply problem > Hi Sadri, > > On Wed, May 21, 2003 at 05:00:03PM +0800, Sadri Sahraoui wrote: > > I Just upgraded to v1.1.1, and I have a problem with auto-reply. All > > works fine (notification, sending reply's etc..) just the auto-reply, > > I guess that I setup all things correctly, just like older version > > (1.0.1), so there's no auto reply at all. Does anybody have any clue. > > > > NB : I'm running otrs under Redhat 8.0 > > Hmmm... I never heard about this problem. > > Any error messages? > > > Thank's > > Sadri Sahraoui > > -Martin > no there's no error messages, I reinstalled otrs from scratch, and I still have the same pb "no auto-reply" except this there's no other problem at all Sadri Sahraoui -- ______________________________________________ http://www.linuxmail.org/ Now with e-mail forwarding for only US$5.95/yr Powered by Outblaze

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Resetting TickedID counter
by Alex Mihicinac 26 May '03

26 May '03

Hi all, Is it safe to use counter "reset" of such kind, after deleteting all artickes/tickets from db?; echo 1 > /opt/otrs/var/log/TicketCounter.log I've noticed that: delete from article; delete from article_attachment; delete from article_plain; delete from ticket_history; delete from ticket; Don't delete autoincrements in those tables, so TickedID, ArticleID are still not reset Regards, Alex

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OTRS customer view
by Alex Suzuki 26 May '03

26 May '03

Hello OTRS people, Is there any way for customers to see recent issues posted, or more generally issues posted by other people than themselves? This would be useful, because I am evaluating OTRS use in a company where there might be a lot of duplicate issues, so a customer may first have a look at the current issues, before he submits his own duplicate issue. If there is no such feature, is OTRS capable of linking related or duplicate issues? Regards, Alex -- Alex Suzuki, as(a)cynox.ch, ICQ 36734475, http://www.cynox.ch/asuzuki/ Phone: +41 (0) 43 333 13 65, Mobile: +41 (0) 76 579 33 25 "One man's constant is another man's variable." -A.J. Perlis

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RE: [otrs] Graph in Stats
by Covert, Jake 25 May '03

25 May '03

Are you saying that the statistical graphs are known not to work in Win32? ********************************* 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: Robert Kehl [mailto:otrs@robertkehl.de] Sent: Tuesday, May 20, 2003 7:36 PM To: otrs(a)otrs.org Which OS is the server running on - probably Win32? This is an unsolved problem yet... If you're NOT running Win32, this could help solving the prob, although it's not me to know it by now. Robert Kehl > -----Ursprungliche Nachricht----- > Von: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Im Auftrag von Tim > Notestein > Gesendet: Dienstag, 20. Mai 2003 00:34 > An: otrs(a)otrs.org > Betreff: [otrs] Graph in Stats > > > I don't appear to get any errors... but I'm not getting any graphs on my > Stats page. > > Any ideas? > _______________________________________________ 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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