June 2004 - otrs - OTRS mailing lists

What is the Filename Entry for?
by Marshall28 15 Jun '04

15 Jun '04

I get this message when clicking on "State" in the FAQ section: Can't read /opt/otrs/Kernel/Output/HTML/BGCEV/FAQStateForm.dtl: No such file or directory at /opt/otrs/bin/cgi-bin/../../Kernel/Output/HTML/Generic.pm line 220. I looked for the FAQStateForm.dtl in the standard theme and didn't see it there either. What is the problem here? thanks marshall

2 1

CVS version
by Mercator GmbH 15 Jun '04

15 Jun '04

> > > This is already implemented in the CVS version. It's called "Bulk > > Action". > > > > how do I use the CVS version? I even don´t know what it > > means. Where can I find the documentation about cvs version? > > Take a look at: http://doc.otrs.org/cvs/en/html/ and http://otrs.org/cvs/ > > Attention, the CVS version is a developer version! Don't use it on a > production system !!! so it´s better not to use it for me, since I heavily rely on my working system. Any plans to implement the "bulk action" in the standard version? Thanks, Marc Herms

2 1

R: otrs Digest, Vol 11, Issue 26
by Mercator GmbH 14 Jun '04

14 Jun '04

> > Hi Marc, > > > However, I don´t understand that it´s not possible to have > > some sort of easier administration to delete or move mails. > > EVEY simple small e-mail provider has checkboxes before each > > mail where I can select e-mails to be deleted or moved or whatever. > > > > So, are there some plans to add this functionality to OTRS? I > > don´t think it´s a bit task to add a checkbox to each mail > > where I can select all or some mails and choose what to do > > with them... > > This is already implemented in the CVS version. It's called "Bulk Action". > > Regards, > > Markus Ruecker how do I use the CVS version? I even don´t know what it means. Where can I find the documentation about cvs version? Thanks, marc

2 1

easier mail administration
by Mercator GmbH 12 Jun '04

12 Jun '04

Hi, I am using OTRS for a couple of months now and it works fine for me. However, I don´t understand that it´s not possible to have some sort of easier administration to delete or move mails. EVEY simple small e-mail provider has checkboxes before each mail where I can select e-mails to be deleted or moved or whatever. In these days I receive massive nazi mails and also massive "you got 1 voice message" mails. Just today I got 600 mails. I have installed the KQ desktop where I can just kill the message, but clicking on 600 messages is NOT fun, believe me!! So, are there some plans to add this functionality to OTRS? I don´t think it´s a bit task to add a checkbox to each mail where I can select all or some mails and choose what to do with them... Thanks, Marc

2 1

RE: [otrs] Filtering and Auto Responses
by Juan Gonzalez 11 Jun '04

11 Jun '04

Quick snippit of my OTRS log from inside the system - should I be getting these from raw files somewhere? Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 Fetched 6 email(s) from cc(a)192.168.1.29. Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 New Ticket [2004061110003207] created (TicketID=1758, ArticleID=2193). Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 Sent not auto response to '"System Administrator" <postmaster(a)ideaforest.com>' because config option SendNoAutoResponseRegExp (/(MAILER-DAEMON|postmaster|abuse)@.+?\..+?/i) is matching! Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 New Ticket [2004061110003191] created (TicketID=1757, ArticleID=2192). Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 Sent not auto response to '"System Administrator" <postmaster(a)ideaforest.com>' because config option SendNoAutoResponseRegExp (/(MAILER-DAEMON|postmaster|abuse)@.+?\..+?/i) is matching! Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 New Ticket [2004061110003181] created (TicketID=1756, ArticleID=2191). Fri Jun 11 12:40:02 2004 error OTRS-PM3-10 LoopProtection!!! Send no more emails to '"customer care" <customercare(a)joann.com>'! Max. count of 40 has been reached! Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 New Ticket [2004061110003172] created (TicketID=1755, ArticleID=2189). Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 Sent auto response (SendAutoReply) for Ticket [2004061110003172] (TicketID=1755, ArticleID=2190) to '<you(a)wholesalers.com>'. Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 Sent email to '<you(a)wholesalers.com>' from 'Customer Care at joann.com <customercare(a)joann.com>'. HistoryType => SendAutoReply, Subject => [Ticket#: 2004061110003172] RE: Re: Thanks! Fri Jun 11 12:40:01 2004 notice OTRS-PM3-10 New Ticket [2004061110003163] created (TicketID=1754, ArticleID=2188). Fri Jun 11 12:40:01 2004 error OTRS-PM3-10 LoopProtection!!! Send no more emails to '"customer care" <customercare(a)joann.com>'! Max. count of 40 has been reached! Fri Jun 11 12:40:01 2004 notice OTRS-PM3-10 New Ticket [2004061110003154] created (TicketID=1753, ArticleID=2187). Fri Jun 11 12:33:07 2004 notice OTRS-CGI-10 Sent email to 'Maia Burt <maiaburt(a)yahoo.com>' from 'Customer Care at joann.com <customercare(a)joann.com>'. HistoryType => SendAnswer, Subject => [Ticket#: 2004061110003038] Re: order confirm Fri Jun 11 12:32:27 2004 notice OTRS-CGI-10 Sent email to 'gemrem2(a)msn.com' from 'Customer Care at joann.com <customercare(a)joann.com>'. HistoryType => SendAnswer, Subject => [Ticket#: 2004061110002977] Re: Product questions/suggestions Fri Jun 11 12:30:09 2004 notice OTRS-PM3-10 Fetched 7 email(s) from cc(a)192.168.1.29. Fri Jun 11 12:30:09 2004 notice OTRS-PM3-10 New Ticket [2004061110003145] created (TicketID=1752, ArticleID=2184). Fri Jun 11 12:30:09 2004 notice OTRS-PM3-10 Sent not auto response to '"System Administrator" <postmaster(a)ideaforest.com>' because config option SendNoAutoResponseRegExp (/(MAILER-DAEMON|postmaster|abuse)@.+?\..+?/i) is matching! Fri Jun 11 12:30:09 2004 notice OTRS-PM3-10 New Ticket [2004061110003136] created (TicketID=1751, ArticleID=2183). Filters - I realize now that the comment for each one says From: customercare(a)joann.com and other info that does not pertain to most filters, but that should not affect my setup. # Job Name: 1-Match # (sort emails with From: customercare(a)joann.com and Subject: General Website/Te chnical Questions # into queue 'Order') $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { To => 'customercare(a)joann.com', Subject => 'General Website/technical questions', }, Set => { 'X-OTRS-Queue' => 'GeneralQuestions', }, }; # Job Name: 2-Match # (sort emails with From: customercare(a)joann.com and Subject: Other # into queue 'Order') $Self->{'PostMaster::PreFilterModule'}->{'2-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { To => 'customercare(a)joann.com', Subject => 'Other', }, Set => { 'X-OTRS-Queue' => 'Other', }, }; # Job Name: 3-Match # (sort emails with From: customercare(a)joann.com and Subject: Cancel/change/stat us of a placed order # into queue 'Order') $Self->{'PostMaster::PreFilterModule'}->{'3-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { To => 'customercare(a)joann.com', Subject => 'Order Cancellation request', }, Set => { 'X-OTRS-Queue' => 'OrderCancel', }, }; # Job Name: 4-Match # (sort emails with From: customercare(a)joann.com and Subject: Online product que stion or suggestion # into queue 'Order') $Self->{'PostMaster::PreFilterModule'}->{'4-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { To => 'customercare(a)joann.com', Subject => 'Product questions/suggestions', }, Set => { 'X-OTRS-Queue' => 'ProductQuestions', }, }; # Job Name: 5-Match # (sort emails with From: customercare(a)joann.com and Subject: Order Return statu s/questions# into queue 'Order') $Self->{'PostMaster::PreFilterModule'}->{'5-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { To => 'customercare(a)joann.com', Subject => 'Order Return status/questions', }, Set => { 'X-OTRS-Queue' => 'OrderReturn', }, }; # Job Name: 6-Match # (sort emails with From: customercare(a)joann.com and Subject: Questions on placi ng an online order # into queue 'Order') $Self->{'PostMaster::PreFilterModule'}->{'6-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { To => 'customercare(a)joann.com', Subject => 'Questions on placing an online order', }, Set => { 'X-OTRS-Queue' => 'NewOrder', }, }; # Job Name: 7-Match # (sort emails with From: customercare(a)joann.com and Subject: Registration quest ions # into queue 'Order') $Self->{'PostMaster::PreFilterModule'}->{'7-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { To => 'customercare(a)joann.com', Subject => 'Registration questions', }, Set => { 'X-OTRS-Queue' => 'Registration', }, }; # Job Name: 8-Match # (sort emails with From: customercare(a)joann.com and Subject: Current Order Stat us/Order Tracking# into queue 'Order') $Self->{'PostMaster::PreFilterModule'}->{'8-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { To => 'customercare(a)joann.com', Subject => 'Current Order Status/Order Tracking', }, Set => { 'X-OTRS-Queue' => 'OrderStatus', }, }; -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Friday, June 11, 2004 10:40 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Filtering and Auto Responses On Friday, June 11, 2004 6:47 PM Juan Gonzalez <Juan(a)ideaforest.com> wrote: > From: "customer care" <customercare(a)joann.com> > To: "customer care" <customercare(a)joann.com> Take care that you either do not use a system email adress as an agent's adress or ensure that the reply that OTRS sends out to you as an agent doesn't take the same way as incoming emails do. You'll most likely end up with what you have: OTRS answering itself. Blame the built-in loop protection for not ending up with several thousands of emails. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

2 1

RE: [otrs] Filtering and Auto Responses
by Juan Gonzalez 11 Jun '04

11 Jun '04

Does this have anything to do with my problem? I see this in the email that is created once OTRS responds to itself: Auto forwarded by a Rule I do have filtering setup that will forward emails to certain queues based on the subject line. -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Friday, June 11, 2004 10:40 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Filtering and Auto Responses On Friday, June 11, 2004 6:47 PM Juan Gonzalez <Juan(a)ideaforest.com> wrote: > From: "customer care" <customercare(a)joann.com> > To: "customer care" <customercare(a)joann.com> Take care that you either do not use a system email adress as an agent's adress or ensure that the reply that OTRS sends out to you as an agent doesn't take the same way as incoming emails do. You'll most likely end up with what you have: OTRS answering itself. Blame the built-in loop protection for not ending up with several thousands of emails. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

2 1

RE: [otrs] Filtering and Auto Responses
by Juan Gonzalez 11 Jun '04

11 Jun '04

The email address in which customers email to via their email client or our contact us section on the site is: customercare(a)joann.com All agents have an email address of: a(a)joann.com b(a)joann.com c(a)joann.com d(a)joann.com These are setup for each agent in the system. Should they be responding to the tickets using their own email address to fix this? I could have sworn that this was working OK before changing over to this email address - it worked fine with another @joann.com email address that I setup for testing purposes. I have the system email address setup as: customercare(a)joann.com I am running POP3 to connect to my exchange server to download into OTRS. All emails from OTRS to the outside world are going through a local mail relay. The autoresponse email is going out based on subject line, but OTRS answers itself right afterwards. I went into one pair of tickets (original ticket that came in, and the immediate OTRS response to itself) and selected the close option. The correct ticket shows the customer's name in the To: field, while the other ticket shows customercare(a)joann.com as the user - both have customercare(a)joann.com in the To: field. We responded to some of my test emails into the system, and I am getting those responses. But, we are still stuck with the duplicate email where customercare(a)joann.com is shown as the forwarder of the email. Please let me know if I'm not understanding your response - I waited long enough to get this system going and this is the only glitch in the system. Juan -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Friday, June 11, 2004 10:40 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Filtering and Auto Responses On Friday, June 11, 2004 6:47 PM Juan Gonzalez <Juan(a)ideaforest.com> wrote: > From: "customer care" <customercare(a)joann.com> > To: "customer care" <customercare(a)joann.com> Take care that you either do not use a system email adress as an agent's adress or ensure that the reply that OTRS sends out to you as an agent doesn't take the same way as incoming emails do. You'll most likely end up with what you have: OTRS answering itself. Blame the built-in loop protection for not ending up with several thousands of emails. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

2 1

Filtering and Auto Responses
by Juan Gonzalez 11 Jun '04

11 Jun '04

I am switching over to OTRS this morning, and have one problem. Using my test account, I can send emails into the system and receive the auto responses. Using my live account, I can send emails into the system and receive the auto responses, BUT am getting a FW: of the email I sent into the system back into the OTRS system. This is in my Inbox: From: Customer Care at joann.com [mailto:customercare@joann.com <mailto:customercare@joann.com> ] Sent: Friday, June 11, 2004 9:36 AM To: Juan Gonzalez Subject: [Ticket#: 2004061110001629] Order Cancellation R [...] Thank you for contacting joann.com One of our Customer Care professionals will respond to your e-mail shortly. Our goal is to reply within 48 business hours. Be assured that we have received your e-mail and will respond as soon as possible. We are not able to guarantee order changes or cancellations once you have submitted your order. Every effort will be made to satisfy your request. Please do not send multiple e-mails or respond to this e-mail. If you need immediate assistance our Customer Care department is available Monday-Friday, 9am-6pm EST. We appreciate your business at joann.com and look forward to assisting you. Have a creative day! joann.com Customer Care customercare(a)joann.com <mailto:customercare@joann.com> This is in the OTRS system: From: "customer care" <customercare(a)joann.com> To: "customer care" <customercare(a)joann.com> Subject: FW: [Ticket#: 2004061110001638] FW: Order Cancellati [...] ------------------------------------------- From: Customer Care at joann.com[SMTP:CUSTOMERCARE@JOANN.COM] Sent: Friday, June 11, 2004 9:35:48 AM To: customer care Subject: [Ticket#: 2004061110001638] FW: Order Cancellati [...] Auto forwarded by a Rule Thank you for contacting joann.com One of our Customer Care professionals will respond to your e-mail shortly. Our goal is to reply within 48 business hours. Be assured that we have received your e-mail and will respond as soon as possible. We are not able to guarantee order changes or cancellations once you have submitted your order. Every effort will be made to satisfy your request. Please do not send multiple e-mails or respond to this e-mail. If you need immediate assistance our Customer Care department is available Monday-Friday, 9am-6pm EST. [...] Any help would be appreciated in getting this solved.... Juan Gonzalez Manager, Information Technology Ideaforest 2361 Rosecrans Ave. Suite 360 El Segundo, CA 90245 juan(a)ideaforest.com phone- 310-662-4454 fax - 310-662-4401

2 1

Postgresql UTF and other encodings
by Boris Ratner 11 Jun '04

11 Jun '04

Hi, List! I'm sorry in advance about asking the same question for a second time. My OTRS 1.2.3 (default configured as UTF-8) runs with PgSQL configured for UNICODE in the background and works well. BUT when a mail with the following encodings arrives ISO-8859-8 ISO-8859-8-I and windows-1255 the database (not OTRS) screams "THAT IS NOT UNICODE WHAT YOU ARE TRYING TO WRITE". The mail is never registeres into the system. Therefor i'm searching for a tool to reencode ANY incoming mail encoding into UTF8 before passing it to the postmaster. To be able to replicate this problem you have to send a mail not just encoded in some other encoding but to actually put some characters of that language in ( try chineese non Unicode encoding). This functionality will do good because: 1. You will be able to have multiple languages on one page. 2. You don't have to deal with locale encoding in the system. 3. perl already thinks in unicode why should we use that? Anyone did something like this? Ideas are more then welcome. Thanks for your help. Kind Regards, Boris Ratner.

4 8

RE: [otrs] Properly Backing up OTRS
by Tyler Hepworth 10 Jun '04

10 Jun '04

Marshall28 wrote: > If I'm going to backup all of otrs so that I can restore in case of > hard drive failure, should I just copy the /opt/otrs directory as > well as do a "mysqldump --all-databases" to save the entire otrs > database? I'm also curious where all the tickets are stored? Are > these tickets all in the mysql database? > Take a look /opt/otrs/scripts/backup.sh. It will backup the DB and all of the critical system files needed. If you make changes to .dtl files or things in other locations, then you would want to dump additional directories, but the backup.sh should be enough to get you started. Hth, Tyler Hepworth

3 4