August 2003 - otrs - OTRS mailing lists

PostMasterPOP3.pl error
by Yong Li 08 Aug '03

08 Aug '03

Hello, we started to use OTRS in our project, because it fits our need very well. After I have set it up, when I want to get all the e-mails (more than 400 total) by PostMasterPOP3.pl, it stops at 48 and 49th e-mail with the following error: ...... Message 44/427 (gabikat(a)mail.mpiz-koeln.mpg.de) Message 45/427 (gabikat(a)mail.mpiz-koeln.mpg.de) Message 46/427 (gabikat(a)mail.mpiz-koeln.mpg.de) Message 47/427 (gabikat(a)mail.mpiz-koeln.mpg.de) Message 48/427 (gabikat(a)mail.mpiz-koeln.mpg.de) DBI->connect(database=otrs;host=host.mpiz-koeln.mpg.de;) failed: Too many connections at /vol/home/yli/otrs/Kernel/System/DB.pm line 103 ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Sat Aug 2 22:39:10 2003 Message: Too many connections Traceback (29509): Module: Kernel::System::DB::new (v1.26.2.1) Line: 81 Module: Kernel::System::PostMaster::new (v1.31.2.3) Line: 54 Module: main::FetchMail (v1.9.2.2) Line: 163 Module: ./PostMasterPOP3.pl (v1.9.2.2) Line: 106 Message 49/427 (gabikat(a)mail.mpiz-koeln.mpg.de) DBI->connect(database=otrs;host=host.mpiz-koeln.mpg.de;) failed: Too many connections at /vol/home/yli/otrs/Kernel/System/DB.pm line 103 ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Sat Aug 2 22:39:10 2003 Message: Too many connections Traceback (29509): Module: Kernel::System::DB::new (v1.26.2.1) Line: 81 Module: Kernel::System::PostMaster::new (v1.31.2.3) Line: 37 Module: main::FetchMail (v1.9.2.2) Line: 163 Module: ./PostMasterPOP3.pl (v1.9.2.2) Line: 106 Got no DBObject at /vol/home/yli/otrs/Kernel/System/PostMaster.pm line 43. Can someone help me on this? Best regards, Yong Li

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Newbie questions (ticket sorting, old tickets, backup, etc)
by Daniel Seifert 08 Aug '03

08 Aug '03

Hi, I'm currently evaluating OTRS for deployment in our (small) company. We are having several persons answer the support inquiries and a system like OTRS would definitely make life easier. Reading the manual and parts of the user mailing list, there are still a few questions unanswered. Thanks in advance for your help. * How do I access closed tickets? I sent myself a test questions, got a ticket assigned, answered it and then closed it. Now I do not see where I can get a list of closed tickets to access previous ones, except when I search for them. * When a customer replies to an email without keeping the ticket number (either by removing it or by mangling it), his response is not properly sorted into OTRS (a new ticket is created). What would be nice is a way to move a new ticket to an already existing ticket. (This is suggested several times on the mailing list archive, so I just want to say "me too" on this feature :-)) * In reference to the previous item, I wonder whether you are aware of another way to sort in tickets - the "in-reply-to" header of the mail. Assuming that the mta on both sides does not mangle the message ids, it would be possibly to extract the messsage-id of the mail that the customer replied to. If OTRS's outgoing mails used a message-id of "ticketnumber+mailcount+checksum", this would provide a way to sort customer replys with changed subjects or missing ticket numbers. * For references, it would be nice to be able to put references to other tickets with similiar problems to a new ticket. * The feature list mentions the possibility of different frontends. The console and web frontend are included, are there any other frontends (like X11)? * For backup reasons I would like to keep each and every mail going in and out in a separate folder in plain mbox format. This is not the best solution, but better than nothing. While I can sort incoming customer mails into appropriate folders using procmail, it's a bit more complicated to do this with outgoing mails. Can OTRS provide an "auto-bcc" field for outgoing mails? * I did not find in the manual what the "Split/Divide" ("Teilen") action (for example displayed in the zoom view) is supposed to do. And finally a more fundamental question (possibly more related to mysql and not to OTRS per se): we are hosting our website at a remote location on a non-dedicated server). While our package includes php, perl and mysql, there are several reasons we do not want to put OTRS exclusively on our website (security, disk space, cpu utilization and most importantly speed and control). So we would put OTRS on our local server behind a firewall without the possibility for our customers to access their tickets via web. Has anybody been facing the same problem and what would be a recommended solution? -- Mit freundlichen Gruessen / With best regards Daniel Seifert 79bmedia GmbH * Chausseestr. 1 10115 Berlin * Germany * Tel. +49 (0)178 8775642

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Antw: RE: [otrs] SLA Management
by Gregor Weissmann 07 Aug '03

07 Aug '03

just add a new field to the customer data (look at http://doc.otrs.org/1.1/html/customer-user-backend.html) Grey -- Gregor Weissmann - Zentraler Informatikdienst(ZID) der Boku/Wien gregor.weissmann(a)boku.ac.at (phone) +43 1 47654 2142 (fax) +43 1 47654 2149 >>> csalter(a)educomts.com 07.08.2003 15:46:50 >>> That would be a great feature. We've got an option for our clients to pay extra for 24x7 support, which also includes faster turnaround times. It would be nice to be able to see within OTRS which customers have purchased extra support. -- Chris Salter -----Original Message----- From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]On Behalf Of Thorsten Philipp Sent: August 7, 2003 8:48 AM To: 'otrs(a)otrs.org' Cc: Torsten Schwarz Subject: [otrs] SLA Management Hi all, first of all thanks for your answer Martin. In the meantime we have made the decision to use OTRS as our support backend. We are missing some kind of SLA management (Service Level Agreement). Is there anything in mind already? We would like to fill OTRS with information like "Which customer is entitled to get support?" "For which product?" "Is the support already expired?" "Just during working hours?" The operator or postmaster should be capable to easily validate our customers' claims. If anyone has found a workaround or at least also is missing this kind of functionality please let me know. Just creating queues for each new agreement and then changing it to invalid if it expires could be a workaround but it means a lot of administration and also the operator still has no chance to see which kind of support the customer has. (24x7,8x5,...) Beste Grüße Thorsten Philipp thorsten.philipp(a)netage.de Netage solutions GmbH -- Dingolfingerstr. 6 -- 81673 München T : (+49) (89) 666 584 - 0 -- F : (+49) (89) 666 58 4 - 11 <http://www.netage.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 _______________________________________________ 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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Feature inquiry
by Bojan Mur�ec 07 Aug '03

07 Aug '03

Hi, I am currently evaluating OTRS 1.1.3 for our helpdesk service. It's on test run for one month or so, but before we make the final decision we need some more data regarding the existing/planned/requested features: 1. are there any plans for implementing approvals for given tickets? I know it can be done with a special queue, but I would rather see that you could mark certain tickets as 'needs approval' and provide the group or user who can approve it. 2. is there any possibility to split ticket into more queues, define and maintain their dependency and maybe finally merge them into one (which can then go into another queue)? 3. is there any interface to a FAQ system? That means that you can post an answer to the customer and at the same time to a given FAQ system, external or internal. 4. I'm glad that you plan to implement attachments into PhoneView module (according to the TODO list). That can be really helpful for attaching screenshots. I hope you plan to implement several attachments to one ticket (not only one), as this feature could be very helpful in the CustomerView also. 5. And maybe an idea: a module for searching/manipulating customers on the spot could be very helpful, especially in the PhoneView, where you could search for customer based on any given field (i.e. phone number) while you speak with him. Or better, if you have a (L)TAPI interface, that could be done automatically. And, if the customer doesn't exist, you could create his record while creating the ticket. 6. And a (last) question: in Linux-Magazine Stefan Wintermeyer wrote about the capability of OTRS to receive faxes. How is that done? Via HylaFAX or does OTRS have this support built in? I hope that I didn't bother you too much. Anyway, thank you for the great software that OTRS really is. Cheers, Bojan. _________________________________________________________________ Protect your PC - get McAfee.com VirusScan Online http://clinic.mcafee.com/clinic/ibuy/campaign.asp?cid=3963

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SLA Management
by Thorsten Philipp 07 Aug '03

07 Aug '03

Hi all, first of all thanks for your answer Martin. In the meantime we have made the decision to use OTRS as our support backend. We are missing some kind of SLA management (Service Level Agreement). Is there anything in mind already? We would like to fill OTRS with information like "Which customer is entitled to get support?" "For which product?" "Is the support already expired?" "Just during working hours?" The operator or postmaster should be capable to easily validate our customers' claims. If anyone has found a workaround or at least also is missing this kind of functionality please let me know. Just creating queues for each new agreement and then changing it to invalid if it expires could be a workaround but it means a lot of administration and also the operator still has no chance to see which kind of support the customer has. (24x7,8x5,...) Beste Grüße Thorsten Philipp thorsten.philipp(a)netage.de Netage solutions GmbH -- Dingolfingerstr. 6 -- 81673 München T : (+49) (89) 666 584 - 0 -- F : (+49) (89) 666 58 4 - 11 <http://www.netage.de/>

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Configuration Problem (Mail)
by Mark.Pearson 07 Aug '03

07 Aug '03

Hi everyone, I wonder if anyone can help me. My main problem is that the machine is on an internal network - and does not have a DNS or MX record associated with it. I am using an smtp address to get jobs into my queues, but as soon as the machine tries to send an email (in reply to a ticket or a status update) the remote mail server bounces the email because there is no MX record pointing back to my machine. Is there any way around this? My initial thought would be to relay mail through my main mailserver on the local network.. Is this possible? Thanks

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RE: [otrs] PostMasterPOP3.pl
by Covert, Jake 07 Aug '03

07 Aug '03

Mine did the EXACT same thing. It went berserk, started going "Beep, Beep, Beep". It was kind of a bummer! -----Original Message----- From: Chris Salter [mailto:csalter@educomts.com] Sent: Tuesday, August 05, 2003 9:57 AM To: otrs(a)otrs.org Subject: RE: [otrs] PostMasterPOP3.pl Jake, I had a 19MB email (19 megs of screenshots, believe it or not) come in to our system last week, with the same results. Win2K, running OTRS 1.1.3. Every once in a while OTRS will choke on emails over 2MB, but normally it at least is good up to 5MB. Above that, it's pretty much guaranteed to choke. With the 19MB email, we discovered the problem because OTRS was trying to print the email to the console window, causing our server to beep like crazy. -- Chris Salter -----Original Message----- From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]On Behalf Of Covert, Jake Sent: August 5, 2003 9:28 AM To: otrs(a)otrs.org Subject: RE: [otrs] PostMasterPOP3.pl It was on a Win2k machine, being run by mstask.exe (Microsoft's task scheduler), so I'm now suspicious that it might have been the culprit. -----Original Message----- From: Yong Li [mailto:yli@mpiz-koeln.mpg.de] Sent: Tuesday, August 05, 2003 8:46 AM To: otrs(a)otrs.org Subject: Re: [otrs] PostMasterPOP3.pl > "Covert, Jake" wrote: > > Once of my customers was gracious enough to try and email us a 30 Meg > file as an attachment. When PostMasterPOP3.pl tried to get it, it > hung (obviously...). > > My question is this: Is there any email input size restrictions on > PostMasterPOP3.pl? I know that otrs and mysql can both set their own > limits, but this would prevent it from even coming into the system. There is one default limit of 6M of email size in Default.pm: # --------------------------------------------------- # # # # Start of config options!!! # # PostMaster stuff # # # # --------------------------------------------------- # ... # PostMasterPOP3MaxSize # (max. email size) $Self->{PostMasterPOP3MaxEmailSize} = 1024 * 6; So PostMasterPOP3.pl should handle (skip) it, but I have no idea of why it hung... Best regards, Yong Li _______________________________________________ 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 _______________________________________________ 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 _______________________________________________ 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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where are the icons ?
by Rodolfo Longo 07 Aug '03

07 Aug '03

Hello all, I've successfully installed OTRS 1.1.3 on a SuSE 7.3 Linux with Apache 1.3, but when I login as admin or normal user, I don't see the icons of Logout, QueueView PhoneView Utilities Preferences Stats, etc. Some Idea? Thanks in Advance, Rodolfo Longo

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Filtering by Subject
by Isamar Maia 07 Aug '03

07 Aug '03

Hi Folks, A specific department receive mails from several companies and each company has its name written in the subject. There is any way to receive everything in one unique queue and automatically forward these emails to other queue based on a string in the subject line? The volume is very high(100 per day) and it would be great with this task can be done automatically. Is it possible? Thanks in advance, ./isamar -maia Networking/Helpdesk Oak Lawn Marketing Nagoya, Japan 052-800-7526 (Direct) 052-800-7524 (FAX)

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wish list
by web4.hm - Peter Padberg 07 Aug '03

07 Aug '03

Hi folks! It was nice if someone add a new feature to otrs: "Send a reply to a customer again." If the customer delete the email or the customer add a "wrong" "reply-To" in his email. How do you think about it? Viele Gruesse! Peter -- _________________________________________________________________ Peter Padberg Pyrmonter Str. 42 Webagentur web4.hm 31789 Hameln Geschaeftsfuehrung Germany Telefon: +49-5151 60 99 70-0 Peter.Padberg(a)web4.hm Telefax: +49-5151 60 99 70-1 http://web4.hm _________________________________________________________________

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