September 2003 - otrs - OTRS mailing lists

Moving the complete OTRS installation to a different machine
by Ortner, Uwe 08 Sep '03

08 Sep '03

Hello, what is to do, if I want to move my OTRS installation to a different server? Any hints are appreciated Uwe

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change URL-Type
by Andreas Kienle 08 Sep '03

08 Sep '03

Hello, where can I change the URL-Type (eg. in the footer of any E-Mail) from http to https. I want to get these sites only with https. thx all Andreas Kienle -- http://www.kath-kirche-wd.de

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Deleting trashmail from OTRS
by Anders Hinding 08 Sep '03

08 Sep '03

Hello, first a thank you to Florian Gattung for the suggestion as to how to close all the viramails we have recieved. Now I have another question. We have heaps of mails in the OTRS-system that really is spam and mails that we dont need in there, simply junk that fills up the database. Does anyone know a script (perhaps in php) that can delete all those mails, so they wont be in the system at all anymore? (having around 120000 sobig related mails and lots of other spam). Thanks in advance. Med venlig hilsen / Best regards Anders Hinding

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Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ?
by Pedro Rebelo 08 Sep '03

08 Sep '03

I have finally fixed the problem. I am closing this "thread" and sending a fix to whoever might have the same problem. On the box otrs is running on, I had installed qmail's sendmail binary of the qmail-mini's package. The sendmail binary contacts a QMQP server to send an email. The parameters of the sendmail binary on Config.pm must have the following order: $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -t -i -f '; The critical flag is '-f' that must always be the last one. This fixes all the stupid followups. Best regards to all OTRS users and developers. Pedro Rebelo -- Original Message -- From: Graham Smith <G.T.Smith(a)bham.ac.uk> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Send: 2003-09-08 Subject: Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ? Having a brief glance at this it is possible that the user is sending a notification of receipt that contains the ticket ID in subject heading. Some mail systems send such messages whether or not the sender requested them, which is not entirely friendly for an automated mail response system. This could be interpreted as a genuine follow up message. Have you looked at the follow up message? (I have had a problem recently with a site sending such a notification without the ticket ID that set up a rather irritating mail->response loop). I have also seen this happen with users out of office and vacation messages. One trick would be to use the procmail pre-processor to identify such messages and send them to a queue that does not auto-respond (if possible). I have not noticed any settings in OTRS itself to handle this issue. On Mon, 2003-09-08 at 02:00, Pedro Rebelo wrote: > Been there, done that. Didn't work. > Here's an output of a ticket history: > > Action: Comment: Zoom: User: Createtime: > NewTicket New Ticket [200309074223] created (Q=Postmaster;P=3 normal;S=new). x root@localhost (Admin OTRS) 09/07/2003 23:15:21 > SendAutoReply Sent auto response to 'person(a)email.com' x root@localhost (Admin OTRS) 09/07/2003 23:15:21 > CustomerUpdate CustomerID updated to 'person(a)email.com'. CustomerUser updated to 'person@email.c[..] - root@localhost (Admin OTRS) 09/07/2003 23:15:22 > FollowUp FollowUp for [200309074223]. x root@localhost (Admin OTRS) 09/07/2003 23:15:23 > StateUpdate Old: 'new' New: 'open' - root@localhost (Admin OTRS) 09/07/2003 23:15:23 > > How can I deactivate the annoying FollowUps ? > > -- Original Message -- > From: Robert Kehl <mailinglists(a)robertkehl.de> > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Send: 2003-09-07 > Subject: Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ? > > Am Fre, 2003-09-05 um 20.20 schrieb Pedro Rebelo: > > > How can I disable all this followups that the system sends to itself after > each auto-response or forward ? > > The system is actually sending the emails to user 0, I believe, not to > the "system". Change the user preferences for the user with user id 0 > to > not get notify anymore when new tickets are in the custom queue. > > hth, > > Robert Kehl > > _______________________________________________ > 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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How to disable Safemode ?
by Essig. Tilo 08 Sep '03

08 Sep '03

Hello, I want to use the installer.pl again. Bit if i itry to use it, the system tells me to disable the SafeMode in Config.pm. Ok i disabled it in the File Config.pm # SecureMode # (Enable this so you can't use the installer.pl) # $Self->{SecureMode} = 0; But if i try again to use the installer.pl, the same errormsg appears. How can i fix this problem ? Thx Tilo

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AW: [otrs] Support for customer/company/employee/contact persons
by Thorsten Philipp 07 Sep '03

07 Sep '03

Hi Gerold, Hi Martin, > -----Ursprungliche Nachricht----- > Von: Martin Edenhofer [mailto:martin@edenhofer.de] > Gesendet: Donnerstag, 4. September 2003 21:54 > An: User questions and discussions about OTRS. > Betreff: Re: [otrs] Support for customer/company/employee/contact > persons > > > Hi Gerold, > > On Wed, Sep 03, 2003 at 04:23:14PM +0200, Gerold Gruber wrote: > > as far as I saw and understand OTRS (1.0, 1.1.1), > > there is currently only the single caller/mail writer > > as customer model implemented. > > I am looking for support for a customer (which means > > a company with possibly several employees/ contact persons) > > model, which would make it possible to use OTRS in > > much more companies as with the simple structureless > > idea of the "patient". We had the same "problem" here. > > If there are such intentions and manpower is the missing > > thing, I'm willing to invest into such an implemention > > with a little team of software developers. > > I'm not sure if you are looking for that, but OTRS is able to > deal with customers (contact persons) which can have the same > customer id (one company). That's our current workaround. Would be nice if you could add a part in the documentation describing the actual meaning of the field. We really can't figure out. Also we are using it now as some kind of free field > > -=> That means a customer can see all tickets in the > customer interface with the same customer id. > That's great news > > Greetings > > > > Paul (aka Gerold Gruber) > > Martin Thorsten > > -- > Martin Edenhofer - <martin at edenhofer.de> - > http://martin.edenhofer.de/ > -- > Perfection is our goal, excellence will be tolerated. -- J. Yahl > > _______________________________________________ > 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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Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ?
by Pedro Rebelo 07 Sep '03

07 Sep '03

Take the following example (i'm very sorry for the large output): Action: Comment: Zoom: User: Createtime: NewTicket New Ticket [20030904428] created (Q=Postmaster;P=3 normal;S=new). x root@localhost (Admin OTRS) 09/04/2003 19:34:43 SendAutoReply Sent auto response to 'PERSON 1 <person1(a)email.com>' x root@localhost (Admin OTRS) 09/04/2003 19:34:43 CustomerUpdate CustomerID updated to 'person1(a)email.com'. CustomerUser updated to 'person1@ema[..] - root@localhost (Admin OTRS) 09/04/2003 19:34:43 FollowUp FollowUp for [20030904428]. x root@localhost (Admin OTRS) 09/04/2003 19:34:45 StateUpdate Old: 'new' New: 'open' - root@localhost (Admin OTRS) 09/04/2003 19:34:45 OwnerUpdate New Owner is 'Person2' (ID=2). - Person2 (Person 2) 09/04/2003 19:41:15 Lock Ticket lock. - Person2 (Person 2) 09/04/2003 19:41:15 Forward Forwarded to 'person3, ' x Person2 (Person 2) 09/04/2003 19:41:41 FollowUp FollowUp for [20030904428]. x root@localhost (Admin OTRS) 09/04/2003 19:41:42 Unlock Ticket unlock. - Person2 (Person 2) 09/04/2003 19:42:08 Lock Ticket lock. - Person2 (Person 2) 09/04/2003 20:20:37 Forward Forwarded to 'person3(a)email.com, ' x Person2 (Person 2) 09/04/2003 20:21:00 FollowUp FollowUp for [20030904428]. x root@localhost (Admin OTRS) 09/04/2003 20:21:02 Unlock Ticket unlock. - Person2 (Person 2) 09/04/2003 20:21:17 How can I disable all this followups that the system sends to itself after each auto-response or forward ? Thank you. -- Mensagem Original -- De: Martin Edenhofer <martin(a)edenhofer.de> Para: "User questions and discussions about OTRS." <otrs(a)otrs.org> Enviar: 04/09/2003 Assunto: Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ? Hi Pedro, On Thu, Sep 04, 2003 at 09:29:54PM +0100, Pedro Rebelo wrote: > On my tickets, when I click on the History tab, it shows a followup > right after the auto-reply response. How can I disable these annoying followups ? I can't follow you. Maybe there is a loop! Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ 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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Getting New posts to a Queue to email someone
by jim 07 Sep '03

07 Sep '03

Hi All, Does anyone know a quick way to get new tickets entered into queue by a user to email someone? I'd need this because people do not have a habit of checking OTRS everyday. thanks Jim

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Known Problems with OTRS and Confixx ?
by Essig. Tilo 05 Sep '03

05 Sep '03

Are there any known problems installing OTRS on a Linux System with Confixx installed on it ? I want to do this, but i don´t want to crash my system. Thx Tilo

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Re: [otrs] Is it possible to use auto-reply only for Ticker that are created via the customer-interface ?
by Dennis.Buehring＠net-and-works.de 05 Sep '03

05 Sep '03

Hi, i solved my problem by adding a if-statement that checks if the ticket is of article_type 'phone' before sending auto-answers. (in Article.pm) But thanks for your answer. mfg Dennis

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