September 2003 - otrs - OTRS mailing lists

RE: [otrs] setting queues for auto-close?
by Covert, Jake 18 Sep '03

18 Sep '03

Is this configurable by queue, or system wide? -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, September 17, 2003 7:28 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] setting queues for auto-close? On Mon, Sep 08, 2003 at 01:13:53PM -0700, Seth Brundle wrote: > How does one set a queue so that when it is responded to, the default > state is 'closed-succesful' instead of 'open'? I'm not sure, but maybe you are looking for that Kernel/Config.pm option: $Self->{DefaultNextComposeType} = 'closed successful'; And the pre selected ticket state will be 'closed successful' (not 'open') by composing an answer. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

2 1

RE: [otrs] Statistique
by Covert, Jake 18 Sep '03

18 Sep '03

I think this would be a really nice thing to have too. ********************************* 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: boris(a)namebay.com [mailto:boris@namebay.com] Sent: Thursday, September 18, 2003 6:37 AM To: otrs(a)otrs.org Subject: [otrs] Statistique Is it a way to have the statistique by queue. For example a graphic who can show how many ticket was open, closed in a queue ans the evolution of this queue by month. Actually statistics are general. Is anyone create a stats tools ? Thank for all you reply By the way our company loke to make a donation to the OTRS project. How can we do that ? Best regards -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13 _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

1 0

AW: [otrs] Changing default email text
by Essig. Tilo 18 Sep '03

18 Sep '03

Ok thx. Now its working i restarted otrs instead of the apache. Thx for your help Tilo -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Robert Kehl Gesendet: Donnerstag, 18. September 2003 13:32 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Changing default email text What does "manually restarted" mean? You'll have to restart the webserver, ie. not only reload, but stop/start it. Apache usually comes with an apachectl script or similar. On SuSe you may want to use rcapache. Robert Kehl ----- Original Message ----- From: "Essig. Tilo" <t.essig(a)abtis.de> To: "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> Sent: Thursday, September 18, 2003 12:54 PM Subject: AW: [otrs] Changing default email text Thx for the answer, but it don´t work I changed my Confi.pm, and restarted the otrs manually, but the mails still have the old text in it. Here´s the part of the Config.pm i have changed ....snip.... # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::DateChecksum'; $Self->{LogModule::LogFile} = '/tmp/otrs.log'; $Self->{LogModule} = 'Kernel::System::Log::SysLog'; $Self->{DefaultLanguage} = 'de'; $Self->{DefaultCharset} = 'iso-8859-1'; $Self->{CheckMXRecord} = 1; # --------------------------------------------------- # # # # Start of config options!!! # # Notification stuff # # # # --------------------------------------------------- # # -- # notification sender # -- $Self->{NotificationSenderName} = 'OTRS Notification Master'; $Self->{NotificationSenderEmail} = 'otrs@<OTRS_CONFIG_FQDN>'; # -- # new ticket in queue # -- # $Self->{NotificationAlwaysCcNewTicket} = 'Maybe a Mailinglist <list(a)example.com>'; $Self->{NotificationAlwaysCcNewTicket} = ''; $Self->{NotificationSubjectNewTicket} = 'New ticket notification! (<OTRS_CUSTOMER_SUBJECT[18]>)'; $Self->{NotificationBodyNewTicket} = " Hallo, es ist ein neues Ticket in der '<OTRS_QUEUE>' eingetroffen! <OTRS_CUSTOMER_FROM> hat geschrieben: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_ID> Der OTRS Benachrichtigungsdienst "; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.6 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; ....snip.... Thx a lot Tilo -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Martin Edenhofer Gesendet: Donnerstag, 18. September 2003 12:42 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Changing default email text Hi Tilo, On Thu, Sep 18, 2003 at 12:34:40PM +0200, Essig. Tilo wrote: > It want to translate also the default email text, like: > ----------------------------- > Hi, > > there is a new ticket in 'Support'! > > Customer <mail(a)mydomain.com> wrote: > <snip> > > > > dfgfdgdfgdfg > <snip> > > http://www.linkto.otrs > > Your OTRS Notification Master > -------------------------------------- > > to a german message, but i didn´t find where i have to do this. You will finde the default text in Kernel/Config/Defaults.pm under Notification*. Copy the option to Kernel/Config.pm and translate it. > Regards > Tilo Essig Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.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 Support oder Consulting für Ihr OTRS System? =http://www.otrs.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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

1 0

AW: [otrs] Changing default email text
by Essig. Tilo 18 Sep '03

18 Sep '03

Thx for the answer, but it don´t work I changed my Confi.pm, and restarted the otrs manually, but the mails still have the old text in it. Here´s the part of the Config.pm i have changed ....snip.... # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::DateChecksum'; $Self->{LogModule::LogFile} = '/tmp/otrs.log'; $Self->{LogModule} = 'Kernel::System::Log::SysLog'; $Self->{DefaultLanguage} = 'de'; $Self->{DefaultCharset} = 'iso-8859-1'; $Self->{CheckMXRecord} = 1; # --------------------------------------------------- # # # # Start of config options!!! # # Notification stuff # # # # --------------------------------------------------- # # -- # notification sender # -- $Self->{NotificationSenderName} = 'OTRS Notification Master'; $Self->{NotificationSenderEmail} = 'otrs@<OTRS_CONFIG_FQDN>'; # -- # new ticket in queue # -- # $Self->{NotificationAlwaysCcNewTicket} = 'Maybe a Mailinglist <list(a)example.com>'; $Self->{NotificationAlwaysCcNewTicket} = ''; $Self->{NotificationSubjectNewTicket} = 'New ticket notification! (<OTRS_CUSTOMER_SUBJECT[18]>)'; $Self->{NotificationBodyNewTicket} = " Hallo, es ist ein neues Ticket in der '<OTRS_QUEUE>' eingetroffen! <OTRS_CUSTOMER_FROM> hat geschrieben: <snip> <OTRS_CUSTOMER_EMAIL[16]> <snip> <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>ind ex.pl?Action=AgentZoom&TicketID=<OTRS_TICKET_ID> Der OTRS Benachrichtigungsdienst "; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.6 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; ....snip.... Thx a lot Tilo -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Martin Edenhofer Gesendet: Donnerstag, 18. September 2003 12:42 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Changing default email text Hi Tilo, On Thu, Sep 18, 2003 at 12:34:40PM +0200, Essig. Tilo wrote: > It want to translate also the default email text, like: > ----------------------------- > Hi, > > there is a new ticket in 'Support'! > > Customer <mail(a)mydomain.com> wrote: > <snip> > > > > dfgfdgdfgdfg > <snip> > > http://www.linkto.otrs > > Your OTRS Notification Master > -------------------------------------- > > to a german message, but i didn´t find where i have to do this. You will finde the default text in Kernel/Config/Defaults.pm under Notification*. Copy the option to Kernel/Config.pm and translate it. > Regards > Tilo Essig Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

2 1

Statistique
by boris＠namebay.com 18 Sep '03

18 Sep '03

Is it a way to have the statistique by queue. For example a graphic who can show how many ticket was open, closed in a queue ans the evolution of this queue by month. Actually statistics are general. Is anyone create a stats tools ? Thank for all you reply By the way our company loke to make a donation to the OTRS project. How can we do that ? Best regards -- Boris Fernandez SAM NAMEBAY http://www.namebay.com Fax : +377 97 97 21 13

2 1

Changing default email text
by Essig. Tilo 18 Sep '03

18 Sep '03

Hi, It want to translate also the default email text, like: ----------------------------- Hi, there is a new ticket in 'Support'! Customer <mail(a)mydomain.com> wrote: <snip> > > dfgfdgdfgdfg <snip> http://www.linkto.otrs Your OTRS Notification Master -------------------------------------- to a german message, but i didn´t find where i have to do this. Any ideas ? Regards Tilo Essig

2 1

RE: [otrs] PostMasterPOP3.pl
by Chris Salter 17 Sep '03

17 Sep '03

Here's a follow-up to an old topic... The "beeping" phenomenon is back. It choked on a 1.6MB email on Friday. Nothing special about the email, that I could tell. There was also a 64MB email in the inbox, but it just skipped over it and didn't try to download it. It did print a message saying "Message too big" and went on to the problem email. I'm not sure what it was doing, but it tried to print the 1.6MB email to the console, which is what caused the beeping. Any ideas why it would do that? And why is it printing that sort of character? It's obviously not printing just the raw email, because if I remember correctly raw emails don't contain control characters (such as the "beep" character). Yes, the 64MB email is outrageously large, but a 1.6MB email doesn't seem particularly large. I can't imagine that OTRS should ever choke on an email of that size. Any help would be greatly appreciated. Thanks! -- Chris Salter -----Original Message----- From: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]On Behalf Of Chris Salter Sent: August 5, 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

3 6

problem with webmailer freemail.web.de
by Stefan Pampel 17 Sep '03

17 Sep '03

Hello ML, WEB.DE (german freemail-provider) sends Messages in HTML and they look like this: ------------------- <html><base href="https://freemail.web.de/"/><style>p {margin: 0px}</style> <body style='font-size:9pt; font-family:Verdana; font-family: Verdana' > -Message body- </body> </html> __________________________________________________________________________<br> Die sicherste Form der Kommunikation: E-Mails verschluesseln, Spam-Filter,<br>Adressverifizierung, digitale Unterschrift: <A HREF="http://freemail.web.de"><B>http://freemail.web.de</B></A> ------------------- In queue view every mail after (under) such a mail can not be edited. Every Tool (answer, Zoom etc) links to https://freemail.web.de/otrs...., not http://myotrshost/otrs.. I think because of the <base>-tag in their mail every following mail uses freemail.web.de as host and not my otrs-host. Is there a way to filter out those base-tags before the mail arrives at otrs? (i use postfix) --Stefan

2 1

setting queues for auto-close?
by Seth Brundle 17 Sep '03

17 Sep '03

How does one set a queue so that when it is responded to, the default state is 'closed-succesful' instead of 'open'?

2 1

LDAP & Customer Authorization
by Ortner, Uwe 17 Sep '03

17 Sep '03

Hello, viewing customer information from a LDAP database works fine, I can see Userid, Username and Email in OTRS. Now I want my customer to logon using the ldap information provided. Due my LDAP database is an addressbook there is no password attribute available. What can I do, or is there something I missunderstood? Uwe

4 5