August 2004 - otrs - OTRS mailing lists

Re: Problems with receiving emails (win32)
by Bruce E. Souza 17 Aug '04

17 Aug '04

Hi Martin, i already configured a valid POP3 account but the problem persist, i removed and installed OTRS many times, all services is running. It has another thing to do? thanks and regards, Bruce otrs-request(a)otrs.org wrote: Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Problems with open ticket?s on win32 (Martin Edenhofer) 2. Re: Help Needed (Martin Edenhofer) 3. Small bug on queue naming (Martin Edenhofer) 4. Problems with mod_perl 1.99_14 (Wiktor Wodecki) 5. Still the annoying "followup creates new ticket" (Duarte Cordeiro) ---------------------------------------------------------------------- Message: 1 Date: Fri, 13 Aug 2004 10:42:09 +0200 From: Martin Edenhofer Subject: Re: [otrs] Problems with open ticket?s on win32 To: "User questions and discussions about OTRS." Message-ID: <20040813084209.GZ30118(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Bruce, On Thu, Aug 12, 2004 at 01:15:36PM -0300, Bruce E. Souza wrote: > I installed and configured OTRS on Windows 2000 and when I send an e-mail to a specific e-mail address (i.e.:support@mydomain.com), OTRS not open a ticket neither responds to the sender with the ticket number. It just works when I open a ticket by web browser (i.e.: http://myhost/otrs/customer.pl ) > > I do need configure something more on MySQL or Mercury Mail? > > Would you please help me about this? Just use the POP3 Interface: http://doc.otrs.org/1.2/en/html/receiving-email.html#RECEIVING-EMAIL-POP3 > Bruce Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 2 Date: Fri, 13 Aug 2004 10:43:59 +0200 From: Martin Edenhofer Subject: [otrs] Re: Help Needed To: Ramesh Kumar Cc: otrs(a)otrs.org Message-ID: <20040813084359.GA30118(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Ramesh, On Thu, Aug 12, 2004 at 03:10:09PM -0000, Ramesh Kumar wrote: > I am just making fun and dig in the OTRS. > > I just need some of alterations in the AgentComposer or a email compose for the Agent. > > For Example, I want to Remove To, Cc, Bcc, Owner and options. Options in the email compose for the Agent. > > Please help me. I'm not sure what you really want, but just try to edit the template for remove this: $OTRS_HOME/Kernel/Output/HTML/Standard/AgentEmailNew.dtl > Thanks and Regards, > Ramesh Kumar Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 3 Date: Fri, 13 Aug 2004 10:55:08 +0200 From: Martin Edenhofer Subject: [otrs] Small bug on queue naming To: Duarte Cordeiro Message-ID: <20040813085508.GB30118(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Duarte, On Thu, Aug 12, 2004 at 05:22:15PM +0100, Duarte Cordeiro wrote: > Using 1.2.2 on Linux. > We've tried to create some subqueues, and apparently some didn't show up. We narrowed the problem to the main's queue name: if it contains a plus sign (+) it doesn't displays any subqueue in agent view. > Example: Queue name: A+B, subqueue A and subqueue B. The subqueues A and B don't show up anywhere. Renaming A+B to AB solves the problem. Thanks for the info. It's fixed in upcoming OTRS 1.3. > Duarte Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 4 Date: Fri, 13 Aug 2004 11:05:17 +0200 From: Wiktor Wodecki Subject: [otrs] Problems with mod_perl 1.99_14 To: otrs(a)otrs.org Message-ID: <200408131105.17980.wiktor.wodecki(a)net-m.de> Content-Type: text/plain; charset="us-ascii" Hello List, I just wanted to inform you that mod_perl 1.99_13 and _14 give weird errors on apache 2.0.50. Use md_perl 1.99_12 for now. The errors you'll receive might look like: ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl:: Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exi t: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit w as called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data /opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otr s/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/ cpan-lib/CGI/Carp.pm line 486 maybe this would be something for the FAQ? -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783 ------------------------------ Message: 5 Date: Fri, 13 Aug 2004 10:07:21 +0100 From: Duarte Cordeiro Subject: [otrs] Still the annoying "followup creates new ticket" To: otrs(a)otrs.org Message-ID: <20040813100721986.00000001280@bt001> Content-Type: text/plain; charset=iso-8859-1 Hi, I already posted something about follow ups not attaching to corresponding tickets, but we're now in the beginning of using them on a regular basis, so I just need to make it work before deployment. The problem: For a given ticket, we sometimes use the "forward" functionality to forward the ticket to external contract companies. After solving the ticket, usually they reply to the original forwarded message. This new email ALWAYS creates a new ticket. One example: Ticket 102456, subject: Drive disquetes avariada! Forwarded email: -----Original Message----- From: Helpdesk [mailto:helpdesk@xxxxx] Sent: terça-feira, 29 de Junho de 2004 10:05 To: helpdesk@yyyyyy Subject: [TicketNr#: 102456-FW] Drive disquetes avariada! Reply: From: "HELPDESK" To: "'Helpdesk'" , "Eng. Duarte Cordeiro" Subject: RE: [TicketNr#: 102456-FW] Drive disquetes avariada! Created: 08/06/2004 12:40:04 Boa tarde, DONE This last email created the ticket nr 103454. Where do I begin to search for problems ? Thanks in advance, Duarte Cordeiro ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 13, Issue 15 ************************************ --------------------------------- Yahoo! Acesso Grátis - navegue de graça com conexão de qualidade!

2 1

wrong date for sent-out mails
by Ruairi Hickey 17 Aug '04

17 Aug '04

I am having the same problem with Suse 9.1 otrs 1.2.4... Here is a sample header... for some reason 'date' is being replaced with 'from -' Ruairi >From - Tue Aug 17 10:32:25 2004 X-Mozilla-Status: 0001 X-Mozilla-Status2: 00000000 Return-Path: <help.desk(a)dkit.ie> Delivered-To: ruairi.hickey(a)dkit.ie Received: (qmail 20458 invoked by uid 204); 17 Aug 2004 09:31:44 -0000 Received: from help.desk(a)dkit.ie by mailserver01 by uid 201 with qmail-scanner-1.16 (clamscan: 0.70. Clear:. Processed in 0.458925 secs); 17 Aug 2004 09:31:44 -0000 Received: from unknown (HELO localhost.localdomain) ([172.16.22.26]) (envelope-sender <help.desk(a)dkit.ie>) by 172.16.22.18 (qmail-ldap-1.03) with SMTP for <ruairi.hickey(a)dkit.ie>; 17 Aug 2004 09:31:43 -0000 Content-Type: text/plain; charset=iso-8859-15 Content-Disposition: inline Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Subject: [Ticket#: 2004081710000044] Re: test X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (1.15) References: <1092734874.373135.806708797.29.2(a)otrs.dkit.ie> Message-Id: <1092735103.889210.668917277.29.2(a)otrs.dkit.ie> To: ruairi.hickey(a)dkit.ie Organization: Dundalk Institute of Technology In-Reply-To: <1092734874.373135.806708797.29.2(a)otrs.dkit.ie> From: Help Desk <help.desk(a)dkit.ie> On Friday, August 06, 2004 3:00 PM Daniel Tippmann <danitipp at zedat.fu-berlin.de> wrote: > Just one flaw: All mails that are being sent out by OTRS appear to > have the same wrong date: 01.01.1970. The system-time is correct and > MercuryMail also has the correct date and time in its logs. Please create one of these and forward it to me via PM. Thank you. Regards, Robert Kehl

1 0

next ticket state default
by Marc Schlaile 16 Aug '04

16 Aug '04

hi there, when i compose an answer, the "next ticket state" is "open" by default. is there any way to default it to "pending" and determine a relative pending date? cheers, marc --

1 0

wrong date for sent-out mails
by Daniel Tippmann 16 Aug '04

16 Aug '04

Hello *, I'm running OTRS 1.2.3 on W2K /w MercuryMail; the system is running very well for some time now. Just one flaw: All mails that are being sent out by OTRS appear to have the same wrong date: 01.01.1970. The system-time is correct and MercuryMail also has the correct date and time in its logs. Any suggestions? Thx, Daniel -- Daniel Tippmann | Freie Universität Berlin ZEDAT FS | Hochschulrechenzentrum Tel. ++49-30-838-54068 | Fabeckstr. 32 danitipp(a)zedat.fu-berlin.de | D-14195 Berlin

2 1

Hiding customer from people when used with CustomerGroupSupport
by Thomas 16 Aug '04

16 Aug '04

We have a number of partner companies who we do support with. We want to give them each access to our OTRS system. Then we want to share given customers with them but not all our customers. We can set each partner company up their own access their own queues, that works really well. So each support agent only sees the correct queues, and each customer only sees the correct support agents. Support Partner (Agent) sees their own Customer Queues. Customer see's there own agent in their dropdown list Unfortunately, however, if a support partner clicks "Phone Call" and then does a search ALL our customers are displayed -- not simply the ones who have access to groups which he ought to have access to. We really don't want all our support partners to see all our customers who are using OTRS. Can someone please tell me what I need to change in order to fix this ;) SQL which (sort of) works to only get the "right" people... select * from customer_user, group_customer_user, group_user, system_user where customer_user.login = group_customer_user.user_id and group_user.group_id=group_customer_user.group_id and group_user.user_id = system_user.id and system_user.login='AAAA' and group_customer_user.permission_value = 1 and group_user.permission_value = 1; Currently using OTRS VERSION = 1.2.3 Thomas

2 1

Cronjob Problem
by Lim Wee Lee 16 Aug '04

16 Aug '04

I encounter a problem with the cronjob. The Error message is as displayed below. Can someone tell me what happen and is there any solution to it? Thanks in advance. PostMaster Error 1: Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.3/Net/POP3.pm line 51. ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Mon Aug 16 10:59:01 2004 Message: Can't connect to pop.parkwayshenton.com Traceback (8825): Module: main::FetchMail (v1.11) Line: 130 Module: /home/otrs/www/doc/bin/PostMasterPOP3.pl (v1.11) Line: 106 PostMaster Error 2: Use of uninitialized value in numeric eq (==) at /usr/lib/perl5/5.8.3/Net/POP3.pm line 306. ERROR: OTRS-PM3-10 Perl: 5.8.3 OS: linux Time: Mon Aug 16 10:58:41 2004 Message: Auth for user is_support(a)pop.parkwayshenton.com failed! Traceback (8813): Module: main::FetchMail (v1.11) Line: 140 Module: /home/otrs/www/doc/bin/PostMasterPOP3.pl (v1.11) Line: 106

2 1

RE: [otrs] Deleting Tickets
by Adam Lee 16 Aug '04

16 Aug '04

dave - you can follow the instructions here: http://lists.otrs.org/pipermail/otrs/2004-January/003570.html -----Original Message----- From: Dave Owen [mailto:otrs@dave.co.nz] Sent: Wednesday, 11 August 2004 2:25 PM To: otrs(a)otrs.org Subject: [otrs] Deleting Tickets I must be missing something here - how do I completely delete a ticket from the database? For example, spam - I don't want to close them, I want to remove them completely so they aren't taking up room in the database. TIA, Dave _______________________________________________ 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/

4 3

Re: otrs Digest, Vol 13, Issue 15
by Bruce E. Souza 16 Aug '04

16 Aug '04

Hi Martin, i already configured a valid POP3 account but the problem persist, i removed and installed OTRS many times, all services is running. It has another thing to do? with regards, Bruce otrs-request(a)otrs.org wrote: Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Problems with open ticket?s on win32 (Martin Edenhofer) 2. Re: Help Needed (Martin Edenhofer) 3. Small bug on queue naming (Martin Edenhofer) 4. Problems with mod_perl 1.99_14 (Wiktor Wodecki) 5. Still the annoying "followup creates new ticket" (Duarte Cordeiro) ---------------------------------------------------------------------- Message: 1 Date: Fri, 13 Aug 2004 10:42:09 +0200 From: Martin Edenhofer Subject: Re: [otrs] Problems with open ticket?s on win32 To: "User questions and discussions about OTRS." Message-ID: <20040813084209.GZ30118(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Bruce, On Thu, Aug 12, 2004 at 01:15:36PM -0300, Bruce E. Souza wrote: > I installed and configured OTRS on Windows 2000 and when I send an e-mail to a specific e-mail address (i.e.:support@mydomain.com), OTRS not open a ticket neither responds to the sender with the ticket number. It just works when I open a ticket by web browser (i.e.: http://myhost/otrs/customer.pl ) > > I do need configure something more on MySQL or Mercury Mail? > > Would you please help me about this? Just use the POP3 Interface: http://doc.otrs.org/1.2/en/html/receiving-email.html#RECEIVING-EMAIL-POP3 > Bruce Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 2 Date: Fri, 13 Aug 2004 10:43:59 +0200 From: Martin Edenhofer Subject: [otrs] Re: Help Needed To: Ramesh Kumar Cc: otrs(a)otrs.org Message-ID: <20040813084359.GA30118(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Ramesh, On Thu, Aug 12, 2004 at 03:10:09PM -0000, Ramesh Kumar wrote: > I am just making fun and dig in the OTRS. > > I just need some of alterations in the AgentComposer or a email compose for the Agent. > > For Example, I want to Remove To, Cc, Bcc, Owner and options. Options in the email compose for the Agent. > > Please help me. I'm not sure what you really want, but just try to edit the template for remove this: $OTRS_HOME/Kernel/Output/HTML/Standard/AgentEmailNew.dtl > Thanks and Regards, > Ramesh Kumar Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 3 Date: Fri, 13 Aug 2004 10:55:08 +0200 From: Martin Edenhofer Subject: [otrs] Small bug on queue naming To: Duarte Cordeiro Message-ID: <20040813085508.GB30118(a)esanta.pureserver.info> Content-Type: text/plain; charset=us-ascii Hi Duarte, On Thu, Aug 12, 2004 at 05:22:15PM +0100, Duarte Cordeiro wrote: > Using 1.2.2 on Linux. > We've tried to create some subqueues, and apparently some didn't show up. We narrowed the problem to the main's queue name: if it contains a plus sign (+) it doesn't displays any subqueue in agent view. > Example: Queue name: A+B, subqueue A and subqueue B. The subqueues A and B don't show up anywhere. Renaming A+B to AB solves the problem. Thanks for the info. It's fixed in upcoming OTRS 1.3. > Duarte Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! ------------------------------ Message: 4 Date: Fri, 13 Aug 2004 11:05:17 +0200 From: Wiktor Wodecki Subject: [otrs] Problems with mod_perl 1.99_14 To: otrs(a)otrs.org Message-ID: <200408131105.17980.wiktor.wodecki(a)net-m.de> Content-Type: text/plain; charset="us-ascii" Hello List, I just wanted to inform you that mod_perl 1.99_13 and _14 give weird errors on apache 2.0.50. Use md_perl 1.99_12 for now. The errors you'll receive might look like: ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl:: Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exi t: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit w as called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data /opt0/otrs/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otr s/Kernel/cpan-lib/CGI/Carp.pm line 486ModPerl::Util::exit: exit was called at /data/opt0/otrs/Kernel/ cpan-lib/CGI/Carp.pm line 486 maybe this would be something for the FAQ? -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783 ------------------------------ Message: 5 Date: Fri, 13 Aug 2004 10:07:21 +0100 From: Duarte Cordeiro Subject: [otrs] Still the annoying "followup creates new ticket" To: otrs(a)otrs.org Message-ID: <20040813100721986.00000001280@bt001> Content-Type: text/plain; charset=iso-8859-1 Hi, I already posted something about follow ups not attaching to corresponding tickets, but we're now in the beginning of using them on a regular basis, so I just need to make it work before deployment. The problem: For a given ticket, we sometimes use the "forward" functionality to forward the ticket to external contract companies. After solving the ticket, usually they reply to the original forwarded message. This new email ALWAYS creates a new ticket. One example: Ticket 102456, subject: Drive disquetes avariada! Forwarded email: -----Original Message----- From: Helpdesk [mailto:helpdesk@xxxxx] Sent: terça-feira, 29 de Junho de 2004 10:05 To: helpdesk@yyyyyy Subject: [TicketNr#: 102456-FW] Drive disquetes avariada! Reply: From: "HELPDESK" To: "'Helpdesk'" , "Eng. Duarte Cordeiro" Subject: RE: [TicketNr#: 102456-FW] Drive disquetes avariada! Created: 08/06/2004 12:40:04 Boa tarde, DONE This last email created the ticket nr 103454. Where do I begin to search for problems ? Thanks in advance, Duarte Cordeiro ------------------------------ _______________________________________________ otrs mailing list otrs(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/otrs End of otrs Digest, Vol 13, Issue 15 ************************************ --------------------------------- Yahoo! Acesso Grátis - navegue de graça com conexão de qualidade!

2 1

Font in OTRS & HTML gibberish in compose
by Rudi Kramer 16 Aug '04

16 Aug '04

Good Afternoon We have recently setup otrs 1.2.3 on a linux server and it is running like a dream, I just have 1 question and 1 problem I need some help with. 1) Is it possible to setup a different default font and color in otrs? Perhaps dark blue and Tahoma? 2) When a email comes in to the mailbox that is in html or rich text you can view the file in a window if you click the link. This is fine but when you reply to a email which has either rich text or html you get a whole string of garbage and also alot of   where the spaces should be. Is there any way to get rid of this from OTRS? Thanks for the help Rick Jones

1 0

Re: [otrs] filtering '[spam]'-subject mail into the SPAM Queue?
by Daniel Balan 16 Aug '04

16 Aug '04

Hello Jay, You just have to: 1. Create a Spam queue. 2. Add the following lines into: ./Kernel/Config.pm # ---------------------------------------------------- # # auto jobs # # ---------------------------------------------------- # section. <snip> $Self->{'PostMaster::PreFilterModule'}->{'1-x_Spam'} = { Module => 'Kernel::System::PostMaster::Filter::Match', Match => { Subject => '^\[spam\].*$', }, Set => { 'X-OTRS-Queue' => 'x_Spam', }, }; <snap> For me is working like a charm. Hth, Daniel Monday, August 16, 2004, 12:49:15 PM, you wrote: Jay> Hello OTRS'ers, Jay> I have no clue whatsoever how OTRS works, but i've been asked to 'fix Jay> it' by the guy who uses it here. The problem he has is that all mail Jay> sent to the support@ address is auto-responder'ed, which means that Jay> the support@ address has made its way onto many SPAMMERS lists. Jay> Our ISP filters spam with spamassassin, which means that any Jay> 'potential' spam coming into the OTRS system is flagged with '[spam]' Jay> in the subject: header. Jay> Since system administration is not my job, I have no clue how OTRS Jay> deals with this - is there a simple way to get OTRS to put Jay> '[spam]'-headered mail into a new queue called "Spam" with OTRS, so Jay> that it can be ignored/treated with lower priority than other mail Jay> coming into that address? Jay> IF there is a solution to this with OTRS, can it be implemented using Jay> the standard admin interface, or do I have to muck around with config Jay> files? Jay> -- Jay> ; Jay> Jay Vaughan Jay> _______________________________________________ Jay> OTRS mailing list: otrs - Webpage: http://otrs.org/ Jay> Archive: http://lists.otrs.org/pipermail/otrs Jay> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Jay> Support oder Consulting für Ihr OTRS System? =>> http://www.otrs.de/ -- This message was scanned for spam and viruses by BitDefender For more information please visit http://www.bitdefender.com/

1 0