July 2003 - otrs - OTRS mailing lists

Hiding Queues in Customer FrontEnd
by SL_Backster 09 Jul '03

09 Jul '03

Hi Can somebody here tell me how i can hide a Queue from the customers. We are using otrs for normal user request and for system and work documentation. Internal documentations should not be visible for customers ;) Any suggestions ? Thx. With kind regards Manuel Göldner

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Connecting CustomerUsers with Active Directory or Lotus Domino via LDAP
by Sven G Lilie 09 Jul '03

09 Jul '03

Does anyone has any experience with these configurations? I tried with both, with AD I got some results back, but only out of one of the OU's it doesn't show users out of other OU's (sscope = sub). I can not filter only for users..... With Domino I had no success at all. Regards Sven ____________________________________________________ Sven Lilie Technologies - Engineering/Support/Database Swisscard AECS AG Bachtobelstrasse 4 Postfach 8810 Horgen Tel. +41 1 659 6729 Fax. +41 1 384 6292 mailto:sven.g.lilie@swisscard.ch http://www.swisscard.ch ____________________________________________________

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The Logging System
by Charles R. "Rusty" Thompson 08 Jul '03

08 Jul '03

In modifying PostMaster.pm today to block a sender's address from importing email into the system I hit upon something that may or may not be a bug. It appears that the calls to $Self->{LogObject}->Log(Message='Message Here'); do not produce results. I had included code to block an address, basically copying the X-OTRS-ignore block and replacing it with the From parameter. I have verified that the code does indeed block the address, but I never see the message in the system logs. Am I missing something here? Does LogObject point to something different than the System Log? Charles

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Strange logic?
by Alex Mihicinac 08 Jul '03

08 Jul '03

Hi all, While making some statistic scripts I find out a little stange logoc in db scheme. Lets see some details. While performing sql query which depends on article.create_time (thinking i'd get all articles=email which was send between two dates) i figured out that all articles, in specific ticket, have the same create_time value!!?? And even more bizzare, that values which should be in article.create_time files are stored in tictet_history.create_time!!?? My perspective was, that ticket is generated just once (so there is one create_time), all the related articles are generated when follow-up comes and at that time also article.creation_time is set. Well, maybe this is just my confusion, so please correct if i'm wrong. Thanks! Alex P.s. I've used this SQL query string (statistic for specific agent - how many bounces between two dates) select system_user.login AS login, queue.name AS queue, article.create_time AS date, article.a_subject AS subject, ticket_history_type.name AS hist_name from system_user, queue, article, ticket, ticket_history, ticket_history_type where article.ticket_id=ticket.id and system_user.id=ticket.user_id and ticket_history.ticket_id=ticket.id and queue.id=ticket.queue_id and ticket_history.history_type_id=ticket_history_type.id and article.create_time >= '2003-07-01 00:00:00' and article.create_time <= '2003-07-01 23:59:59' and ticket_history_type.id='8' and system_user.id='2' and article.a_subject like '[ID%' and article.article_sender_type_id='1' order by date

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Changing the default priorities
by Shaun Norris 08 Jul '03

08 Jul '03

We're looking at using OTRS to replace a system which has priorities reversed to the default in OTRS .... 1 = highest ... 6 = lowest.... there must be and easy way to change this. Thanks for your help. Shaun Norris

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Funny emails
by Alan Murrell 07 Jul '03

07 Jul '03

Hello, I wrote about a week ago regarding the fact that from time to time, and email would come in that would cause OTRS to display a "page cannot be displayed" error, and some garbage in the address bar. I did not have a sample at the time of the emails that were causing this. I do now (got one this morning). Here is the body of the email (from the database) that was causing this: --- START --- <HTML><HEAD></HEAD><BODY> <iframe src=cid:Q120PT957Y1qrr height=0 width=0> </iframe> <FONT></FONT></BODY></HTML> --- END --- If you look above at the 'cid:Q120PT957Y1qrr', that is exactly what appeared in the address bar of the "Page cannot be displayed" page. I am not sure what, if anything, can be done to fix OTRS' handling of these emails, but I am not entriely sure I want it to. It looks like it is spam and would just get dropped into my 'delete' queue anyway (which I can do manually by changing it's QueueID). Thank you. Alan Murrell <silkbc(a)yahoo.com> Just thought I would let you know, though. ______________________________________________________________________ Post your free ad now! http://personals.yahoo.ca

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RE: [otrs] Blocking email addresses with POP3
by Erik Mathis - ATL Dunwoody Staff 07 Jul '03

07 Jul '03

Use fetchmail in a cronjob to download the mail into another email box. Then use procmail to filter out the email with the bad mojo. http://www.xray.mpe.mpg.de/mailing-lists/procmail/2000-02/msg00231.html Explains how to to this. Then just change otrs to get the mail from the new mailbox, probably want to increase the time to pop the mail to allow for procmail completing. This is close to what you want (it think) with out totally changing your otrs config. I know you stated you don't know procmail, but it seems like a good to learn. Besides who doesn’t learn best by being under the gun. Erik Mathis -----Original Message----- From: Charles R. "Rusty" Thompson [mailto:charles.thompson@indysoft.com] Sent: Mon 7/7/2003 11:06 AM To: otrs(a)otrs.org Cc: Subject: [otrs] Blocking email addresses with POP3 We're in a real pickle over here. Somebody faked our support email address and sent an email to an autoresponder that does not return the same subject title. So our cases have filled up with some 200 back and forth messages with no end in sight. The other company is perfectly clueless. They don't even understand what is going on. Is there any way using PostMasterPOP3.pl that we can block specific email addresses or domains so their mail is not imported into OTRS? Our system is running perfectly and I really don't want to switch to procmail or something else I don't fully understand. It appears that using procmail is a totally different type of setup so it's a bit much right now. Even if we had to do some hack to the code that receives the email and do it there.. that's acceptible to us, we just don't know where to do it. direct email replies along with the list are welcome and actually requested since we're currently down for the count until this can be resolved Thanks for any help guys charles.thompson(a)indysoft.com _______________________________________________ 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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Blocking email addresses with POP3
by Charles R. "Rusty" Thompson 07 Jul '03

07 Jul '03

We're in a real pickle over here. Somebody faked our support email address and sent an email to an autoresponder that does not return the same subject title. So our cases have filled up with some 200 back and forth messages with no end in sight. The other company is perfectly clueless. They don't even understand what is going on. Is there any way using PostMasterPOP3.pl that we can block specific email addresses or domains so their mail is not imported into OTRS? Our system is running perfectly and I really don't want to switch to procmail or something else I don't fully understand. It appears that using procmail is a totally different type of setup so it's a bit much right now. Even if we had to do some hack to the code that receives the email and do it there.. that's acceptible to us, we just don't know where to do it. direct email replies along with the list are welcome and actually requested since we're currently down for the count until this can be resolved Thanks for any help guys charles.thompson(a)indysoft.com

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Problem sending attachment
by Hernan Lucar 04 Jul '03

04 Jul '03

I think this is a very simple question, when i try to send a mail with attach to respond a ticket the system report Software error: CGI open of tmpfile: Permission denied For help, please send mail to the webmaster (webmaster(a)xxxxx.gob.pe) giving this error message and the time and date of the error. I dont find any reference to this in the documentation, faq, or troubles Any advise ? Hernan

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Error: Need TicketID!
by Guenther Rasch 04 Jul '03

04 Jul '03

Hi! I´m testing OTRS 1.1.2 on Suse Linux 8.2 Prof. In the customer interface, the following error occours while creating a new ticket (via customer-login): Fehler: Need TicketID! /tmp/otrs.log: [Error] [Kernel::System::Ticket::State::StateLookup] [74] No StateID for new found! [Error] [Kernel::System::Ticket::CreateTicketDB] [189] No StateID!!! Regards Guenther

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