August 2004 - otrs - OTRS mailing lists

Re: [otrs] OTRS with qmail
by Kareem Kamel 23 Aug '04

23 Aug '04

Dear All, I knew how to use OTRS with qmail I just done the following: I edited ~/Kernel/Config.pm Then added the following: # SendmailModule # (Where is sendmail located and some options. # See 'man sendmail' for details.) $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; $Self->{'SendmailModule::CMD'} = '~/qmail/bin/sendmail -t -i -f '; And it worked fine Kareem Kamel _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Kareem Kamel Sent: Sunday, August 22, 2004 12:39 PM To: otrs(a)otrs.org Subject: [otrs] OTRS with qmail Dear All, I am new to this group. I have just installed OTRS v.1.2.4 and it is working fine, but I have a problem in sending mails. As I am using qmail not (sendmail), so any one can help me to know how to adjust OTRS to use qmail instead of sendmail. Or what can I read to know more about qmail with OTRS. Thanks in advance,,, Kareem Kamel

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RE: [otrs] Address book for forwarding
by Nigel Clarke 22 Aug '04

22 Aug '04

Thank you for your suggestion. This won't however give my users a list of addresses they can forward tickets to. They will still need to type a valid address into the TO: box. Regards, Nigel -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Leonardo Amezquita Sent: Sunday, 22 August 2004 2:18 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Address book for forwarding hi you can define an account e-mail how "alias", and in the definition for the notifications configure the alias. i hope that you understand because my english is not good. ok, bye Mensaje citado por Nigel Clarke <nclarke(a)mindpearl.com>: > Any plans for an address book for forwarding? > > I would like to define a set of e-mail addresses per queue. Some > addresses will span a number of queues. > > Regards, > Nigel Clarke > _______________________________________________ > 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? > Leonardo Amezquita Tecnico de Operaciones Ubiquando Ltda _______________________________________________ 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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OTRS with qmail
by Kareem Kamel 22 Aug '04

22 Aug '04

Dear All, I am new to this group. I have just installed OTRS v.1.2.4 and it is working fine, but I have a problem in sending mails. As I am using qmail not (sendmail), so any one can help me to know how to adjust OTRS to use qmail instead of sendmail. Or what can I read to know more about qmail with OTRS. Thanks in advance,,, Kareem Kamel

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Need help Adding to E-mail address book
by Marshall28 20 Aug '04

20 Aug '04

I am wondering if there is a way to add e-mail addresses to the address book when answering a ticket? When you compose an answer via e-mail you'll see next to options three links: Spell Check, Address Book, and Attachments. When I click addreess book how can I add a new e-mail address so that when another agent answers a ticket they have a list of potential addresses? Also what is the search bar for? thanks marshall

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Dealing With Out Of Office Replies
by Varsani, Rajendrakumar (PSD) 20 Aug '04

20 Aug '04

Out of Office replies will open a call when you try to close it. How do we stop calls being re-opened? The Out Of Office Response will always have the text, " Out of Office AutoReply:"... in the Subject heading EG: Hi Rajendrakumar, You got a follow up! "xxxx, xxxx (PSD)" <xxxx.xxxxn(a)psd.defra.gsi.gov.uk> wrote: <snip> > I am out of the office until Wednesday 25 August. <snip> Click on http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=238 <http://comet2/otrs/index.pl?Action=AgentZoom&TicketID=238> for full details Your OTRS Notification Master In response to: From: "xxxx, xxxx(PSD)" <xxxx.xxxx @psd.defra.gsi.gov.uk> To: OTRS System <otrshelp(a)psd.defra.gsi.gov.uk> Subject: Out of Office AutoReply: [Ticket#: 2004081910000086] Re: GSI Password Created: 08/20/2004 14:26:01 I am out of the office until Wednesday 25 August. Any help appreciated Pilot going well. Very well in fact. Thank-you Rajendrakumar Varsani BSc (Hons) Information Technology Branch Pesticides Safety Directorate Room 134, Mallard House, Kings Pool, 3 Peasholme Green, York, UK, Y01 7PX Tel: (01904) 455805 (GTN 5138 5805) Fax: (01904) 455711 (GTN 5138 5711) Mobile: (Orange) 07968 243125 Email: rajendrakumar.varsani(a)psd.defra.gsi.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. Its unauthorised use, disclosure, storage or copying is not permitted. If you have received it in error, please destroy all copies and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.

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Duplicate tickets
by Sandy Canfield 20 Aug '04

20 Aug '04

Hello OTRS Users, I am a newbie with OTRS and have found my question in the archives, but no real answer there. Hopefully someone can help me. We have just started using OTRS as our primary support tool. Occasionally there are two tickets created for one request. We have a cron job that runs every 5 minutes to pull the email off the POP3 account. In the logs the same email gets downloaded twice, 5 minutes apart, so it appears that the email is not getting deleted properly after the first download. This has happened even when there is only one email on the server. It seems that 5 minutes is plenty of time to download one email (no large attachments). Has anybody else run into this, and if so did you find a solution? Thanks, Sandy

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Message of the Day on Customer Interface?
by Sloan Bowman 20 Aug '04

20 Aug '04

How can I enable the message of the day on the customer interface? I have include the $Date{Motd} but it does not display anything. I have already enabled the feature in the Defaults.pm config. Thanks for your help. ---------------------------------------------- Sloan Bowman IS/IT Department Athlon Sports Communications Office: 615.327.0747 x.226 ----------------------------------------------

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first login.
by Streamlinenet - Oliver 20 Aug '04

20 Aug '04

Hi Guys and Gals, I'm fairly new to OTRS so please be patient, I've installed from RPM on to Redhat 9.0 and for some reason when I try to access it: https://secure.streamlinenet.co.uk/otrs/index.pl a segmentation fault shows up in the error log: [root@streamline www]# tail /var/log/httpd/error_log [Thu Aug 19 11:26:42 2004] [notice] child pid 23922 exit signal Segmentation fault (11) [Thu Aug 19 11:26:44 2004] [notice] child pid 23924 exit signal Segmentation fault (11) [Thu Aug 19 11:26:46 2004] [notice] child pid 23928 exit signal Segmentation fault (11) [Thu Aug 19 11:28:00 2004] [notice] child pid 23939 exit signal Segmentation fault (11) [Thu Aug 19 11:28:00 2004] [notice] child pid 23942 exit signal Segmentation fault (11) [Thu Aug 19 11:29:01 2004] [notice] child pid 23931 exit signal Segmentation fault (11) [Thu Aug 19 11:29:32 2004] [notice] child pid 23932 exit signal Segmentation fault (11) [Thu Aug 19 11:29:33 2004] [notice] child pid 23941 exit signal Segmentation fault (11) [Thu Aug 19 11:37:59 2004] [notice] child pid 23940 exit signal Segmentation fault (11) [Thu Aug 19 11:37:59 2004] [notice] child pid 24052 exit signal Segmentation fault (11) Any one got any ideas? I've tried looking through the documentation and archives but can't find anything. Thanks, Oli

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Problem with Custom GenericAgent file
by Rudi Kramer 20 Aug '04

20 Aug '04

Hey Everyone I have recently built a mover.pm file which should check the SafeShop Customer Care que and the subject line for certain criteria and then if found move it to the Safeshop - Undeliverable que and then the last part should close all those emails. This is mover.pm file I built: [root@server otrs]# cat /opt/otrs/Kernel/Config/Mover.pm # -- # Kernel/Config/GenericAgent.pm - config file of generic agent # Copyright (C) 2002-2004 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: GenericAgent.pm.dist,v 1.7 2004/02/12 00:55:01 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- package Kernel::Config::Mover; use strict; use vars qw($VERSION @ISA @EXPORT %Jobs); require Exporter; @ISA = qw(Exporter); @EXPORT = qw(%Jobs); $VERSION = '$Revision: 1.7 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # ----------------------------------------------------------------------- # config options # ----------------------------------------------------------------------- %Jobs = ( # -- # [name of job] -> send escalation notifications # -- # 'send escalation notifications' => { # Escalation => 1, # # new ticket properties # New => { # Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', # }, # }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) # -- # [name of job] -> move all tickets from SafeShop to Safeshop - Undeliverable # -- 'move tickets from SafeShop Customer Care to Safeshop - Undeliverable' => { # get all tickets with this properties Queue => 'SafeShop Customer Care', Subject => '%Undeliverable%', # new ticket properties New => { Queue => 'Safeshop - Undeliverable', Note => { From => 'GenericAgent', Subject => 'Moved!', Body => 'Moved from " SafeShop. to .Safeshop - Undeliverable " because they were undeliverable!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, # -- # [name of job] -> move all tickets from SafeShop to Safeshop . Undeliverable(Mail could not be delivered) # -- 'move tickets from SafeShop Customer Care to Safeshop - Undeliverable' => { # get all tickets with this properties Queue => 'SafeShop Customer Care', Subject => '%Mail could not be delivered%', # new ticket properties New => { Queue => 'Safeshop - Undeliverable', Note => { From => 'GenericAgent', Subject => 'Moved!', Body => 'Moved from " SafeShop. to .Safeshop - Undeliverable " because they were undeliverable!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, # -- # [name of job] -> move all tickets from SafeShop to Safeshop . Undeliverable(Mail delivery failed) # -- 'move tickets from SafeShop Customer Care to Safeshop - Mail delivery failed' => { # get all tickets with this properties Queue => 'SafeShop Customer Care', Subject => '%Mail delivery failed%', # new ticket properties New => { Queue => 'Safeshop - Undeliverable', Note => { From => 'GenericAgent', Subject => 'Moved!', Body => 'Moved from " SafeShop. to .Safeshop - Undeliverable " because they were undeliverable!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, # -- # [name of job] -> move all tickets from SafeShop to Safeshop . Undeliverable(Mail could not be delivered) # -- 'move tickets from SafeShop Customer Care to Safeshop - Mail could not be delivered' => { # get all tickets with this properties Queue => 'SafeShop Customer Care', Subject => '%Mail could not be delivered%', # new ticket properties New => { Queue => 'Safeshop - Undeliverable', Note => { From => 'GenericAgent', Subject => 'Moved!', Body => 'Moved from " SafeShop. to .Safeshop - Undeliverable " because they were undeliverable!', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, # -- # [name of job] -> close all tickets in queue Safeshop - Undeliverable # -- 'close undeliverables' => { # get all tickets with this properties Queue => 'Safeshop - Undeliverable', States => ['new', 'open'], Locks => ['unlock'], # new ticket properties (no option is required, use just the options # which should be changed!) New => { # new queue Queue => 'Safeshop - Undeliverable', # possible states (closed successful|closed unsuccessful|open|new|removed) State => 'closed successful', # new ticket owner (if needed) Owner => 'root@localhost', # if you want to add a Note Note => { From => 'GenericAgent', Subject => ' Safeshop - Undeliverable!', Body => 'Closed by GenericAgent.pl because it Undeliverable!', }, }, }, ); # ----------------------------------------------------------------------- # end of config options # ----------------------------------------------------------------------- 1; I've added it to the cron job but it does not work at all. When run from the command line I get the following response: [root@server otrs]# /opt/otrs/bin/GenericAgent.pl -c 'Kernel::Config::Mover' close undeliverables: move tickets from SafeShop to Safeshop - Mail could not be delivered: move tickets from SafeShop to Safeshop - Mail delivery failed: move tickets from SafeShop to Safeshop - Undeliverable: Could some one please have a look at this as we get about 200 emails a day and my fingers are starting to hurt from doing this manually. Thanks Rudi

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Moving from DB to FS
by Patrik Forsberg 19 Aug '04

19 Aug '04

Hi, I'm facing a problem I belive alot of people have probably aready asked asked about.. but I cant find any docs about it. Our database for OTRS has grown over its limits and I now need to change the way it handles attachments.. and from reading the docs its simple enough.. just change $Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStorageDB'; to $Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStorageFS'; and you're good to go.... but.. after reading the Default.pm file it sais: " # (where attachments and co is stored - switch from fs -> db possible # but not from db -> fs - old attachments are not shown) " and this worries me.. I ofcourse need to see my old attachments aswell as the new once.. even after switching to FS based. Is it possible to "move" attachments from the DB to FS ? This would also shrink the DB quite alot. If there are docs out there about this.. please point me there and hit me.. but otherwise if anyone have any idea.. please respond! Regards, Patrik

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