August 2004 - otrs - OTRS mailing lists

Detecting and nuking spam via deamon ticket parsing: possible?
by Lisa Shields 26 Aug '04

26 Aug '04

Hello all, Has anyone set up a mail handling filter/GenericAgent script in OTRS that links two distinct tickets (i.e. 2 pieces of new incoming mail from different senders) as actually related to the same ticket, and then treats them as a unit? In our configuration, we believe if we could do this, we would save our operators time and frustration dealing with spam. Here is a background of the issue: Our 'Raw' queue is configured with an autoresponder. We receive several spams for every legitimate user issue. Spam ticket are annoying enough on their own, but our 'Raw' queue often ends up with two unique tickets for each spam received. This is a consequence of using the autoresponder, and the fact that the "reply to" mail used by spammers is usually an invalid address. Therefore, the autoresponse our OTRS sends out is rejected by the destination mail server, and our OTRS will end up with second (new) ticket, from a mailer-daemon, informing our operators that our nice polite OTRS autoresponse sent to the fake spammer email address has failed. <An example follows the body of this message> We know that it is easy enough to set up a mail filter in OTRS to ignore the 2nd incoming mail from our mailer-daemon, which could get rid of the 2nd ticket. However, mightn't we be able to do better than that: turn the fact that spammers use fake addresses as a means to automate our spam handling for the first ticket?. i.e. write a script that does the following: - looks into the body of incoming mailer-deamon emails, and extracts any referenced ticket Ids (in example below, 6634371) - looks up the original ticket on the OTRS system - automatically treats the original item as spam, or moves it to a dedicated "invalid address" queue, etc. Has anyone had any experience with this kind of script, or have suggestions, comments, or warnings? Thanks in advance! best regards, Lisa Lisa Shields hyperWALLET Systems Inc 302-750 West Pender St Vancouver, BC Canada V6C 2T8 ================================================================= Here is an example scenario: (1) Mail received from 73419(a)mail.broadpark.no with subject "read it immediately" received by our OTRS. (2) Item placed on Raw queue and first Ticket, #6634371 created (3) Autoresponse sent by OTRS to 73419(a)mail.broadpark.no A few minutes passes as mail works its way across the internet and bandwidth is consumed...bounce comes back (4) New Mail received from mailer-daemon(a)ourdomain.com with subject:"Failure notice" received by our OTRS (5) 2nd Item placed on Raw queue and new Ticket, #6634376 created (no autoresponder sent the second time, since ticket is from daemon) Here is an example of what the body of second ticket will look like: Permanent error: qmail-send program wasn't able to deliver your message to the following addresses. <73419(a)mail.broadpark.no>: Remote host said: 550 <73419(a)mail.broadpark.no>: User unknown --- Below this line is a copy of the message. Received: (qmail 23935 invoked from network); 25 Aug 2004 10:13:00 -0000 Content-Type: text/plain; charset=iso-8859-15 Content-Disposition: inline Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Subject: [Ticket #: 6634371] RE: read it immediately X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (1.15)

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How easy is Upgrading OTRS?
by Marshall28 26 Aug '04

26 Aug '04

I'm curious how easy it will be to update OTRS to v1.3 when it arrives? I'm running 1.2.3 on SuSe 9.0 right now? Will there be a FAQ with the RPM on upgrading successfully? thanks marshall

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Deleting all tickets from a single queue
by Marc Tardif 25 Aug '04

25 Aug '04

The OTRS FAQ (http://faq.otrs.org) covers deleting all tickets from database. However, I would only want to delete all tickets from a single queue. The reason for this request is that the POP3 mailbox polled by OTRS receives unsolicited messages. These are then manually moved to the JUNK queue. However, after a few days only, it has become apparent that this queue will become needlessly big. Furthermore, the JUNK queue is constantly blinking in the interface, giving the impression messages within should be handled. However, junk is junk, there is really no need to handle these messages. If there is no way of deleting all tickets from a single queue, is there an alternative way of managing JUNK messages? -- Marc Tardif Sitepak (514) 866-8883

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Queues are not displayed, what did I wrong?
by Christian Hammers 25 Aug '04

25 Aug '04

Hello I'm currently playing around with OTRS to install it in our company but am stuck because the "Qeueue-View" does not longer display anything except the "PersonalQueue(0)" although I'm subscribed rw to many queues and even have "Own Tickets (2)" in the upper right corner which leads me to two tickets in different queues. I have $Self->{QueueViewAllPossibleTickets} = 1; in Config.pm. Any ideas? bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller Lütticher Straße 10 Tel 0241/701333-11 ch(a)westend.com D-52064 Aachen Fax 0241/911879

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Help needed .
by Ramesh Kumar 25 Aug '04

25 Aug '04

Dear Friends, I am planning to added the " Location & Teams " options in OTRS. So that in the big orginsations,many branchs can be easy reported to one agent. I need the following help: 1. Where to be added the output for displaying the Location & Teams option ? 2. Which String or Variable ( in which programs ) show the displaying other options like searching the mail id ? 3. Which Code has the details about the adding options ? Example : Queue, etc ... I am working in OTRS for the past one month I am able to change the codes as per my requirements. As my need is add the " Location & Teams " option in OTRS. Eager to hear from you soon. Thanks and Regards, Ramesh Kumar.

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Possible to add a "post-it style sticky note" to a ticket?
by Christian Hammers 25 Aug '04

25 Aug '04

Hello On one of our last big projects we felt the need for a "post-it style sticky note" which is displayed on top of the ticket so that it is read immediately and first by everyone viewing the ticket. Example uses would be Host/Login/Password for a "configure a server ticket" which you often have to lookup or a note saying "VIP, handle with extreme care!" which has been added by the management to a technicians ticket. bye, -christian- -- Christian Hammers WESTEND GmbH | Internet-Business-Provider Technik CISCO Systems Partner - Authorized Reseller Lütticher Straße 10 Tel 0241/701333-11 ch(a)westend.com D-52064 Aachen Fax 0241/911879

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Filter question
by Jonas 24 Aug '04

24 Aug '04

I would like to ignore all incoming messages sent to otrs(a)mydomain.com, EXCEPT for messages that contain 'ticket' in the subject. How can I do this? I tried following but the rules don't seem to work this way. Thanks for any help. - Jonas #ingore all $Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { To => '@' }, Set => { 'X-OTRS-Ignore' => 'yes', }, }; #don't ignore exception $Self->{'PostMaster::PreFilterModule'}->{'2-Match'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { Subject => 'ticket' }, Set => { 'X-OTRS-Ignore' => 'no', }, };

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queue in two groups
by Adam Lee 24 Aug '04

24 Aug '04

is it possible to have a queue in two groups? what i am trying to achieve is the ability for: * userX to access queue1 * userY to access queue1 and 2 i can assign user rights fine - but its the permissions for the queue thats the problem can this be achieved without using the admin group? thanks in advance

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OTRS whith Active Directory
by Leonardo Amezquita 23 Aug '04

23 Aug '04

Hi list am monted, OTRS vs Active Directory, but when the customer loged to the interfaz send to its messages. Error: Need CustomerID i changed the value of CustomID in the file of configuration [Home_otrs]/Kernel/Config.pm but the error continue. what value of active Directory i have that to form for that work i hope that can you help me Leonardo Amezquita Tecnico de Operaciones Ubiquando Ltda

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RE: [otrs] Ticket numbering does not switch
by Lohmeijer, Martijn 23 Aug '04

23 Aug '04

It's been a while but this does not work like I would expect it to. My Config.pm looks like this (section about ticket numbering): # Kernel::System::Ticket::Number::Random --> # random ticket numbers "SystemID.Random" like 100057866352 and 103745394596. # $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::Date'; # $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::DateChecksum'; # $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::Random'; # $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement'; $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement'; # further config option for Kernel::System::Ticket::Number::AutoIncrement # (min ticket counter size) $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = 70000; After apachectl stop and apachectl start this does not want to fly because the tickets are still nummer DateChecksum. What am I doing wrong (OTRS 1.2.4) ? Other settings from that Config.pm are read (like authentication via httpbasicauth) so it should work. -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Robert Kehl Verzonden: vrijdag 28 mei 2004 4:22 Aan: User questions and discussions about OTRS. Onderwerp: Re: [otrs] Ticket numbering does not switch On Wednesday, May 19, 2004 10:42 AM Lohmeijer, Martijn <martijn.lohmeijer(a)sogeti.nl> wrote: > Is it correct that ticket numbering does not switch when there are > already tickets in the system ? > > I wanted to test a switch from DateChecksum to Autoincrement > (mincountersize=10000). After stopping and starting Apache the > numbering of tickets did not change however. It's the existing tickets that aren't changed. Numbering applies to newly created tickets only. hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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/

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