August 2004 - otrs - OTRS mailing lists

filtering '[spam]'-subject mail into the SPAM Queue?
by Jay Vaughan 16 Aug '04

16 Aug '04

Hello OTRS'ers, I have no clue whatsoever how OTRS works, but i've been asked to 'fix it' by the guy who uses it here. The problem he has is that all mail sent to the support@ address is auto-responder'ed, which means that the support@ address has made its way onto many SPAMMERS lists. Our ISP filters spam with spamassassin, which means that any 'potential' spam coming into the OTRS system is flagged with '[spam]' in the subject: header. Since system administration is not my job, I have no clue how OTRS deals with this - is there a simple way to get OTRS to put '[spam]'-headered mail into a new queue called "Spam" with OTRS, so that it can be ignored/treated with lower priority than other mail coming into that address? IF there is a solution to this with OTRS, can it be implemented using the standard admin interface, or do I have to muck around with config files? -- ; Jay Vaughan

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RE: [otrs] Moving OTRS
by Lohmeijer, Martijn 16 Aug '04

16 Aug '04

Have you read the 'upgrading' and 'install' files that come with 1.2 ? Those files are mentioned in the full announcement for 1.2.4.: "Upgrading: ========== For those folks who are using OTRS 1.1 and want to upgrade to 1.2 please read the UPGRADING and INSTALL files." Regards, Martijn -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Hans du Plooy Verzonden: maandag 16 augustus 2004 10:23 Aan: otrs(a)otrs.org Onderwerp: [otrs] Moving OTRS Hello all, We have otrs-1.1.2-45 running on SUSE-9.0 Pro, with mysql-4.0.15-9. This is running on an old dual P-II server that has hard drives failing one by one. I'm setting up a replacement server with SUSE-9.1 Pro otrs-1.2.4-01 and mysql-4.0.18-32. Now I need to move our current OTRS database, users and all, over to the new box. Mail is already running (with postfix and procmail delivery, exactly the same as on the old box). How do I go about moving the database? Is there any specific pitfalls I need to look out for? Thank you -- Kind regards Hans du Plooy Newington Consulting Services hansdp at newingtoncs dot co dot za _______________________________________________ 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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Moving OTRS
by Hans du Plooy 16 Aug '04

16 Aug '04

Hello all, We have otrs-1.1.2-45 running on SUSE-9.0 Pro, with mysql-4.0.15-9. This is running on an old dual P-II server that has hard drives failing one by one. I'm setting up a replacement server with SUSE-9.1 Pro otrs-1.2.4-01 and mysql-4.0.18-32. Now I need to move our current OTRS database, users and all, over to the new box. Mail is already running (with postfix and procmail delivery, exactly the same as on the old box). How do I go about moving the database? Is there any specific pitfalls I need to look out for? Thank you -- Kind regards Hans du Plooy Newington Consulting Services hansdp at newingtoncs dot co dot za

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assignment of ticket to the user
by Alex Vishnev 14 Aug '04

14 Aug '04

All, I have tried to figure out if it is possible to assign the ticket to an individual user rather then a queue. In our case, we would like a dispatcher to look at the list of incoming messages (i.e. Raw Queue) and then assign them to technicians based on responsibilities and knowledge. Of course I can make a queue for each user, but I think that would be silly. Is there a different way? ------------------------------------ Alex Vishnev CTO avishnev(a)optonline.net 121 Varick St NYC, NY 10013 tel: (732) 360-0296 mobile: (732) 763-6388 ------------------------------------

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Re: [otrs] Getting error While assigning incooming ticket (PostMatser queue) to another (Techninicians queue)
by ikid＠caramail.com 13 Aug '04

13 Aug '04

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Error while creatig user
by ikid＠caramail.com 13 Aug '04

13 Aug '04

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Help Needed
by Ramesh Kumar 13 Aug '04

13 Aug '04

Hai Friends, This is Ramesh Kumar. 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 am very intested to work in it. Thanks and Regards, Ramesh Kumar

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otrs and email
by FCMLSUPPORT . 13 Aug '04

13 Aug '04

Hi all, I'm new to otrs and just installed it on FC2. I've searched through the man, but can't see anything about how the setting up email accounts etc works i.e. do i need to set up a single account for otrs and everyone emails to that? or create everyone in otrs? Can anyone give me some pointers or point me in the right direction? OK, I'm a bit new to Linux and am trying to use it through my company, so go easy on me guys ;-) Thanks Philip ___________________________________________________________ALL-NEW Yahoo! Messenger - all new features - even more fun! http://uk.messenger.yahoo.com

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Log Files
by Varsani, Rajendrakumar (PSD) 13 Aug '04

13 Aug '04

The System Log feature is quite useful but where does OTRS keep a/the larger log on the system? Rajendrakumar Premji Varsani BSc (Hons) 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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Still the annoying "followup creates new ticket"
by Duarte Cordeiro 13 Aug '04

13 Aug '04

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" <helpdesk@yyyyy> To: "'Helpdesk'" <helpdesk@xxxxx>, "Eng. Duarte Cordeiro" <duarte.cordeiro(a)cm-lisboa.pt 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

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