January 2005 - otrs - OTRS mailing lists

Creating a ticket from a phone call (w/o customer email)
by Jim Bowen 17 Jan '05

17 Jan '05

Hello, I've been evaluating OTRS for use as a support email & call database. It looks to be great for handling incoming emails but I'd like to be able to use it for support phone calls as well. It seems like it should have this capability but I think I'm missing some core concept. When I try to add a phone ticket it requires a From email address. I guess this makes sense as it needs to know where to send customer feedback notices to ... but what if we don't have an email address. I'd like to be able to track those as well even if it means there is no automated notices to the customer, etc.. Still coming up to speed trying to read the mailing lists and documentation so I may have totally missed something obvious. Thanks in advance. Jim Bowen -- Jim Bowen Director, Systems Engineering HPC Systems, Inc. (408) 943-8282 x207

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RE: [otrs] To Eric Boudrand using Win 2000
by Adler Eliacin 14 Jan '05

14 Jan '05

Eric, Thanks for the response. We have fixed the SMTP problem all are working fine. What version are you using on Win2000? Adler -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Boudrand Sent: Wednesday, January 12, 2005 4:02 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] To Eric Boudrand using Win 2000 Hi Adler, > I have noticed you are using OTRS 1.3.1 on Windows 2000 server with Apache. Can you help me solve my problem? I'm still stuck in the installation side. Yes. But, I re-installed OTRS six months ago. I may not remember what I have done. What kind of trouble do you have ? Regards. Eric Boudrand http://www.sistech.fr _______________________________________________ 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 email received delay
by Adler Eliacin 13 Jan '05

13 Jan '05

Guys, Sorry, I'm back. We have to run a batch file to pull all the helpdesk/OTRS emails from our mail server to the OTRS server, so OTRS can open a ticket for the user. How can I eliminate the batch file and have OTRS POP3 check for new helpdesk/OTRS email constantly. What line do I have to add in the config file. Adler

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Cannot switch off mx checking for emails
by John Bray 12 Jan '05

12 Jan '05

I first installed otrs with MX checking on, and got lots of messages about email addresses failing mx checks. So I reinstalled with mx checking off, but when I login as root and try and change the root email address it still claims the email address fails the mx check. 1) How can I stop these mx checks being done 2) could an option be added to the admin section to switch off mx checking after installation, to save re-installing. John

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RE: [otrs] OTRS email
by Adler Eliacin 12 Jan '05

12 Jan '05

Martin, Thanks, we are all set. Adler -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Wednesday, January 12, 2005 3:47 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS email Hi Eliacin, Adler Eliacin wrote: > I want a copy of all IT helpdesk tickets to go to > otrs(a)domain.com email box, and I want the email to > go to the OTRS db. I need help setting up the Pop > and modules so I can receive OTRS email and send > OTRS emails. I have install 1.2.4. Below is a copy > of my error We need more info about your problem to solve it. Anyway, the error message below [...] Message: Can't connect to localhost: Unknown error! Traceback (3576): Module: Kernel::System::Email::SMTP::Send (v1.6) Line: 152 Module: Kernel::System::Email::Send (v1.3) [...] means the OTRS SMTP module (to send emails via a smtp host) can't connect to localhost. The return error message from the perl Net::SMTP module is "Unknown error!". :-/ Anyway, you need to look/work on your smtp settings. > Adler > adlere(a)gmail.com > > Error: Can't connect to localhost: Unknown error! > Comment: > Bug Report: Top of Form[PARA]Bottom of Form > Traceback: ERROR: OTRS-CGI-20 Perl: 5.8.0 OS: MSWin32 Time: Tue Jan 11 17:01:22 2005 > [NL][NL]Message: Can't connect to localhost: Unknown error! > [NL][NL]Traceback (3576): [NL] Module: Kernel::System::Email::SMTP::Send (v1.6) Line: 152 > [NL] Module: Kernel::System::Email::Send (v1.3) Line: 108[NL] > Module: Kernel::Modules::AdminEmail::Run (v1.12) Line: 117[NL] > [...] Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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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[Fwd: bug or feature?]
by greger＠gh-webinteractive.com 12 Jan '05

12 Jan '05

current cvs version that is.... ---------------------------- Original Message ---------------------------- Subject: bug or feature? From: greger(a)gh-webinteractive.com Date: Tue, January 11, 2005 6:07 am To: otrs(a)otrs.org -------------------------------------------------------------------------- Hi Logging in with my user name ( not admin ) and clicking the customer area gives me the admin area also, is it supposed to be like this or is this a bug? best r greger

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OTRS email
by Adler Eliacin 12 Jan '05

12 Jan '05

Hi All, I want a copy of all IT helpdesk tickets to go to otrs(a)domain.com email box, and I want the email to go to the OTRS db. I need help setting up the Pop and modules so I can receive OTRS email and send OTRS emails. I have install 1.2.4. Below is a copy of my error Any help will greatly be appreciated. Adler adlere(a)gmail.com Error: Can't connect to localhost: Unknown error! Comment: Bug Report: Top of Form[PARA]Bottom of Form Traceback: ERROR: OTRS-CGI-20 Perl: 5.8.0 OS: MSWin32 Time: Tue Jan 11 17:01:22 2005[NL][NL]Message: Can't connect to localhost: Unknown error![NL][NL]Traceback (3576): [NL] Module: Kernel::System::Email::SMTP::Send (v1.6) Line: 152[NL] Module: Kernel::System::Email::Send (v1.3) Line: 108[NL] Module: Kernel::Modules::AdminEmail::Run (v1.12) Line: 117[NL] Module: ModPerl::ROOT::ModPerl::Registry::C_3a_otrs_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 688[NL] Module: (eval) (v1.66) Line: 184[NL] Module: ModPerl::RegistryCooker::run (v1.66) Line: 184[NL] Module: ModPerl::RegistryCooker::default_handler (v1.66) Line: 154[NL] Module: ModPerl::Registry::handler (v1.99) Line: 16

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To Eric Boudrand using Win 2000
by Adler Eliacin 12 Jan '05

12 Jan '05

Hi Eric Boudrand, I have noticed you are using OTRS 1.3.1 on Windows 2000 server with Apache. Can you help me solve my problem? I'm still stuck in the installation side. Thanks, Adler Eliacin aelaicin(a)amicas.com -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Boudrand Sent: Tuesday, January 11, 2005 7:46 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] PDF in attachment Hi Chris, We are using OTRS 1.3.1 on a Windows 2000 Server with Apache. Its seems the file is not copied enterely in the mail. Regards. Eric Boudrand http://www.sistech.fr ----- Original Message ----- From: "Chris Salter" <CSalter(a)zantaz.com> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Tuesday, January 11, 2005 1:37 PM Subject: RE: [otrs] PDF in attachment > I have this problem with any binary file (DLLs, ZIPs, etc). It seems to be OK with text files, but it's been a couple months now that I've been trying to solve the problem. No luck so far. > > Are you using Win32 or Linux? And which version of OTRS? > > > -- > Chris Salter > Software Engineer > ZANTAZ, Inc. > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Boudrand > Sent: January 11, 2005 4:12 AM > To: otrs(a)otrs.org > Subject: [otrs] PDF in attachment > > Hi, > > I have a problem each time I attach a PDF file to a post with OTRS. The file is not completly attached. Parts of it are missing. For example, I had in one mail : > > ------------=_1105380599-1380-3 > Content-Type: text/pdf; name="Vpn25xWRV54G_en.pdf" > Content-Disposition: inline; filename="Vpn25xWRV54G_en.pdf" > Content-Transfer-Encoding: base64 > > JVBERi0xLjIgDSXi48/TDQogDTggMCBvYmoNPDwNL0xlbmd0aCA5IDAgUg0v > RmlsdGVyIC9GbGF0ZURlY29kZSANPj4Nc3RyZWFtDQpIiY2U20rDQBCGn2Df > YS7rRcfd2WNuS1TwsoR6I4iURCq01Qrq47untKnZWAmEsN+c598s > > ------------=_1105380599-1380-3-- > > This file is normaly 344 KBytes long. I can reproduce the issue very easily. > > Regards. > > Eric Boudrand > http://www.sistech.fr > Téléphone.: +33 1 4312 3936 > > > _______________________________________________ > 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/ > > _______________________________________________ > 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/ _______________________________________________ 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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RE: [otrs] PDF in attachment
by Chris Salter 11 Jan '05

11 Jan '05

That might be worth a try. I've made some custom changes to the code to support some functionality that we need here, so upgrading is a bit of a nuisance -- especially since I don't really know Perl. If it works for you, let me know and I'll bite the bullet and upgrade here. I did try comparing the code between 1.3.1 and 1.3.2 and where things looked like they might make a difference I copied the code over, but it didn't help. But I could very easily have been copying the wrong things entirely. :-) -- Chris Salter Software Engineer ZANTAZ, Inc. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Boudrand Sent: January 11, 2005 8:37 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] PDF in attachment Hi, Maybe I should upgrade to 1.3.2. I read a bug fix about "wrong lable (table?) attachment in db backend" in 1.3.2 release note. Regards. Eric Boudrand http://www.sistech.fr ----- Original Message ----- From: "Chris Salter" <CSalter(a)zantaz.com> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Tuesday, January 11, 2005 2:21 PM Subject: RE: [otrs] PDF in attachment > That's exactly the same problem I've been having. Same setup, too. Win2K, Apache, OTRS 1.3.1. It worked fine when we were on 1.1, but as soon as I upgraded our system, we started having that problem. I switched it from storing attachments in the DB to storing them in the file system, which didn't help at all, but it does seem that the entire attachment is actually stored. It's only when you try to access it again that it's truncated -- either downloading it or forwarding the message (and attachment) to someone else. > > > -- > Chris Salter > Software Engineer > ZANTAZ, Inc. > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Boudrand > Sent: January 11, 2005 7:46 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] PDF in attachment > > Hi Chris, > > We are using OTRS 1.3.1 on a Windows 2000 Server with Apache. Its seems the file is not copied enterely in the mail. > > Regards. > > Eric Boudrand > http://www.sistech.fr > > > ----- Original Message ----- > From: "Chris Salter" <CSalter(a)zantaz.com> > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Sent: Tuesday, January 11, 2005 1:37 PM > Subject: RE: [otrs] PDF in attachment > > > > I have this problem with any binary file (DLLs, ZIPs, etc). It seems to > be OK with text files, but it's been a couple months now that I've been > trying to solve the problem. No luck so far. > > > > Are you using Win32 or Linux? And which version of OTRS? > > > > > > -- > > Chris Salter > > Software Engineer > > ZANTAZ, Inc. > > > > > > > > -----Original Message----- > > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Eric Boudrand > > Sent: January 11, 2005 4:12 AM > > To: otrs(a)otrs.org > > Subject: [otrs] PDF in attachment > > > > Hi, > > > > I have a problem each time I attach a PDF file to a post with OTRS. The > file is not completly attached. Parts of it are missing. For example, I had > in one mail : > > > > ------------=_1105380599-1380-3 > > Content-Type: text/pdf; name="Vpn25xWRV54G_en.pdf" > > Content-Disposition: inline; filename="Vpn25xWRV54G_en.pdf" > > Content-Transfer-Encoding: base64 > > > > JVBERi0xLjIgDSXi48/TDQogDTggMCBvYmoNPDwNL0xlbmd0aCA5IDAgUg0v > > RmlsdGVyIC9GbGF0ZURlY29kZSANPj4Nc3RyZWFtDQpIiY2U20rDQBCGn2Df > > YS7rRcfd2WNuS1TwsoR6I4iURCq01Qrq47untKnZWAmEsN+c598s > > > > ------------=_1105380599-1380-3-- > > > > This file is normaly 344 KBytes long. I can reproduce the issue very > easily. > > > > Regards. > > > > Eric Boudrand > > http://www.sistech.fr > > Téléphone.: +33 1 4312 3936 > > > > > > _______________________________________________ > > 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/ > > > > _______________________________________________ > > 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/ > > _______________________________________________ > 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/ > > _______________________________________________ > 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/ > _______________________________________________ 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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RE: [otrs] PDF in attachment
by Chris Salter 11 Jan '05

11 Jan '05

That's exactly the same problem I've been having. Same setup, too. Win2K, Apache, OTRS 1.3.1. It worked fine when we were on 1.1, but as soon as I upgraded our system, we started having that problem. I switched it from storing attachments in the DB to storing them in the file system, which didn't help at all, but it does seem that the entire attachment is actually stored. It's only when you try to access it again that it's truncated -- either downloading it or forwarding the message (and attachment) to someone else. -- Chris Salter Software Engineer ZANTAZ, Inc. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Boudrand Sent: January 11, 2005 7:46 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] PDF in attachment Hi Chris, We are using OTRS 1.3.1 on a Windows 2000 Server with Apache. Its seems the file is not copied enterely in the mail. Regards. Eric Boudrand http://www.sistech.fr ----- Original Message ----- From: "Chris Salter" <CSalter(a)zantaz.com> To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Sent: Tuesday, January 11, 2005 1:37 PM Subject: RE: [otrs] PDF in attachment > I have this problem with any binary file (DLLs, ZIPs, etc). It seems to be OK with text files, but it's been a couple months now that I've been trying to solve the problem. No luck so far. > > Are you using Win32 or Linux? And which version of OTRS? > > > -- > Chris Salter > Software Engineer > ZANTAZ, Inc. > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Eric Boudrand > Sent: January 11, 2005 4:12 AM > To: otrs(a)otrs.org > Subject: [otrs] PDF in attachment > > Hi, > > I have a problem each time I attach a PDF file to a post with OTRS. The file is not completly attached. Parts of it are missing. For example, I had in one mail : > > ------------=_1105380599-1380-3 > Content-Type: text/pdf; name="Vpn25xWRV54G_en.pdf" > Content-Disposition: inline; filename="Vpn25xWRV54G_en.pdf" > Content-Transfer-Encoding: base64 > > JVBERi0xLjIgDSXi48/TDQogDTggMCBvYmoNPDwNL0xlbmd0aCA5IDAgUg0v > RmlsdGVyIC9GbGF0ZURlY29kZSANPj4Nc3RyZWFtDQpIiY2U20rDQBCGn2Df > YS7rRcfd2WNuS1TwsoR6I4iURCq01Qrq47untKnZWAmEsN+c598s > > ------------=_1105380599-1380-3-- > > This file is normaly 344 KBytes long. I can reproduce the issue very easily. > > Regards. > > Eric Boudrand > http://www.sistech.fr > Téléphone.: +33 1 4312 3936 > > > _______________________________________________ > 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/ > > _______________________________________________ > 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/ _______________________________________________ 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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