October 2005 - otrs - OTRS mailing lists

RE: [otrs] Getting Email working in Windows
by John D. Morris 10 Oct '05

10 Oct '05

Well, I've made some progress. In the line: $Self->{'SendmailModule::AuthUser'} = 'otrs(a)mydomain.com'; I had to change it to: $Self->{'SendmailModule::AuthUser'} = 'MYDOMAIN\otrs'; To get the windows authentication to work So now when an email ticket is entered, we get the notification emails. However, if I enter a phone ticket (and assign to my subqueue with me as the owner), I still don't get the email. -----Original Message----- From: Danie Theron [mailto:danie@verpakt.com] Sent: Monday, October 10, 2005 11:08 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Getting Email working in Windows John D. Morris wrote: > Yes, in the User object I have "New Ticket Notification" set to "Yes". And I have the windows firewall completely shut off on the OTRS system > OK , only other thing I can think of is to try and telnet to your smtp server on port 25 and see if it opens a connection.Also , I'm not sure if you need to first create a default email account on OTRS for receiving any mail.Unfortunately this is how far my knowledge goes (bit of an OTRS newbie myself :) > -----Original Message----- > From: Danie Theron [mailto:danie@verpakt.com] > Sent: Monday, October 10, 2005 10:51 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Getting Email working in Windows > > > > > John D. Morris wrote: > >> I've done this in \otrs\otrs\kernel: >> >> $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; >> $Self->{'SendmailModule::Host'} = '192.168.0.5'; >> $Self->{'SendmailModule::AuthUser'} = 'otrs(a)mydomain.com'; >> $Self->{'SendmailModule::AuthPassword'} = 'TheDomainPasswordforOTRS'; >> >> Then in the user object in OTRS, I have my email address in my user, and have the IT queue, and my subqueue highlighted in "my queues". Still no luck though. >> >> > Sorry to ask again , but did you enable the "New ticket notification" in > the user object? I'm not sure if a restart of OTRS is needed , also > maybe someone with a Windows setup can help more (I'm running on > Debian).Also , maybe make sure you're not running Windows Firewall or > some firewall software on the OTRS system (well you can but make sure to > enable SMTP traffic , I think :P) > > > >> -----Original Message----- >> From: Danie Theron [mailto:danie@verpakt.com] >> Sent: Monday, October 10, 2005 9:53 AM >> To: User questions and discussions about OTRS.org >> Subject: Re: [otrs] Getting Email working in Windows >> >> >> >> >> John D. Morris wrote: >> >> >>> Hi all. >>> >>> I'm fairly new to OTRS, and am having a bit of a time getting emails >>> to work. I have one queue (IT) with 4 subqueues (one for each tech). I >>> would like to have an automated email dispatched to each tech whenever >>> a ticket is entered into their subqueue. I do not want the customers >>> to be receiving emails, however, as we use OTRS strictly for internal >>> tracking. >>> >>> >>> >> Well , first of all you probably need to setup the SMTP relay , edit >> your Config.pm and add the following : >> >> $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; >> $Self->{'SendmailModule::Host'} = 'ip.of.your.smtp.gateway'; >> $Self->{'SendmailModule::AuthUser'} = 'user(a)yourdomain.com'; >> $Self->{'SendmailModule::AuthPassword'} = ''; >> >> You can then through the Admin interface setup each tech user and make >> sure 'Yes' is selected for 'New Ticket Notification'.The Tech can then >> in the "Preferences" setup his/her 'My Queues' to be notified on. >> >> >>> OTRS is installed on a workstation that is a domain member. Our email >>> server is MS Exchange 2000. Can anyone give me a hand? >>> >>> >>> >> I assume this is your SMTP server as well , in that case see above , >> otherwise just use whatever SMTP gateway you use as 'Host'.Also just a >> note , if your Exchange server handles both POP3/IMAP , OTRS default >> setup is POP3 so all mails will be pulled from the server.What I did >> (and hopefully I won't get scorned for this :p) is to setup a 2nd >> account for OTRS (let's say main account is tech1(a)yourdomain.com , then >> create a 2nd for POP3 otrstech1(a)yourdomain.com and just fwd anything >> from tech1 to otrstech1).I know this sounds like a lot of work , but my >> paranoia creeped in and I decided to do it that way. >> >> HTH >> >> Daniel >> >> >>> Thanks in Advance, >>> >>> John M. >>> >>> ------------------------------------------------------------------------ >>> >>> _______________________________________________ >>> 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/ > _______________________________________________ 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] Getting Email working in Windows
by John D. Morris 10 Oct '05

10 Oct '05

Yes, in the User object I have "New Ticket Notification" set to "Yes". And I have the windows firewall completely shut off on the OTRS system -----Original Message----- From: Danie Theron [mailto:danie@verpakt.com] Sent: Monday, October 10, 2005 10:51 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Getting Email working in Windows John D. Morris wrote: > I've done this in \otrs\otrs\kernel: > > $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; > $Self->{'SendmailModule::Host'} = '192.168.0.5'; > $Self->{'SendmailModule::AuthUser'} = 'otrs(a)mydomain.com'; > $Self->{'SendmailModule::AuthPassword'} = 'TheDomainPasswordforOTRS'; > > Then in the user object in OTRS, I have my email address in my user, and have the IT queue, and my subqueue highlighted in "my queues". Still no luck though. > Sorry to ask again , but did you enable the "New ticket notification" in the user object? I'm not sure if a restart of OTRS is needed , also maybe someone with a Windows setup can help more (I'm running on Debian).Also , maybe make sure you're not running Windows Firewall or some firewall software on the OTRS system (well you can but make sure to enable SMTP traffic , I think :P) > -----Original Message----- > From: Danie Theron [mailto:danie@verpakt.com] > Sent: Monday, October 10, 2005 9:53 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] Getting Email working in Windows > > > > > John D. Morris wrote: > >> Hi all. >> >> I'm fairly new to OTRS, and am having a bit of a time getting emails >> to work. I have one queue (IT) with 4 subqueues (one for each tech). I >> would like to have an automated email dispatched to each tech whenever >> a ticket is entered into their subqueue. I do not want the customers >> to be receiving emails, however, as we use OTRS strictly for internal >> tracking. >> >> > Well , first of all you probably need to setup the SMTP relay , edit > your Config.pm and add the following : > > $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; > $Self->{'SendmailModule::Host'} = 'ip.of.your.smtp.gateway'; > $Self->{'SendmailModule::AuthUser'} = 'user(a)yourdomain.com'; > $Self->{'SendmailModule::AuthPassword'} = ''; > > You can then through the Admin interface setup each tech user and make > sure 'Yes' is selected for 'New Ticket Notification'.The Tech can then > in the "Preferences" setup his/her 'My Queues' to be notified on. > >> OTRS is installed on a workstation that is a domain member. Our email >> server is MS Exchange 2000. Can anyone give me a hand? >> >> > I assume this is your SMTP server as well , in that case see above , > otherwise just use whatever SMTP gateway you use as 'Host'.Also just a > note , if your Exchange server handles both POP3/IMAP , OTRS default > setup is POP3 so all mails will be pulled from the server.What I did > (and hopefully I won't get scorned for this :p) is to setup a 2nd > account for OTRS (let's say main account is tech1(a)yourdomain.com , then > create a 2nd for POP3 otrstech1(a)yourdomain.com and just fwd anything > from tech1 to otrstech1).I know this sounds like a lot of work , but my > paranoia creeped in and I decided to do it that way. > > HTH > > Daniel > >> Thanks in Advance, >> >> John M. >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> 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] Getting Email working in Windows
by John D. Morris 10 Oct '05

10 Oct '05

I've done this in \otrs\otrs\kernel: $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = '192.168.0.5'; $Self->{'SendmailModule::AuthUser'} = 'otrs(a)mydomain.com'; $Self->{'SendmailModule::AuthPassword'} = 'TheDomainPasswordforOTRS'; Then in the user object in OTRS, I have my email address in my user, and have the IT queue, and my subqueue highlighted in "my queues". Still no luck though. -----Original Message----- From: Danie Theron [mailto:danie@verpakt.com] Sent: Monday, October 10, 2005 9:53 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Getting Email working in Windows John D. Morris wrote: > > Hi all. > > I'm fairly new to OTRS, and am having a bit of a time getting emails > to work. I have one queue (IT) with 4 subqueues (one for each tech). I > would like to have an automated email dispatched to each tech whenever > a ticket is entered into their subqueue. I do not want the customers > to be receiving emails, however, as we use OTRS strictly for internal > tracking. > Well , first of all you probably need to setup the SMTP relay , edit your Config.pm and add the following : $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'ip.of.your.smtp.gateway'; $Self->{'SendmailModule::AuthUser'} = 'user(a)yourdomain.com'; $Self->{'SendmailModule::AuthPassword'} = ''; You can then through the Admin interface setup each tech user and make sure 'Yes' is selected for 'New Ticket Notification'.The Tech can then in the "Preferences" setup his/her 'My Queues' to be notified on. > > OTRS is installed on a workstation that is a domain member. Our email > server is MS Exchange 2000. Can anyone give me a hand? > I assume this is your SMTP server as well , in that case see above , otherwise just use whatever SMTP gateway you use as 'Host'.Also just a note , if your Exchange server handles both POP3/IMAP , OTRS default setup is POP3 so all mails will be pulled from the server.What I did (and hopefully I won't get scorned for this :p) is to setup a 2nd account for OTRS (let's say main account is tech1(a)yourdomain.com , then create a 2nd for POP3 otrstech1(a)yourdomain.com and just fwd anything from tech1 to otrstech1).I know this sounds like a lot of work , but my paranoia creeped in and I decided to do it that way. HTH Daniel > > Thanks in Advance, > > John M. > > ------------------------------------------------------------------------ > > _______________________________________________ > 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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Getting Email working in Windows
by John D. Morris 10 Oct '05

10 Oct '05

Hi all. I'm fairly new to OTRS, and am having a bit of a time getting emails to work. I have one queue (IT) with 4 subqueues (one for each tech). I would like to have an automated email dispatched to each tech whenever a ticket is entered into their subqueue. I do not want the customers to be receiving emails, however, as we use OTRS strictly for internal tracking. OTRS is installed on a workstation that is a domain member. Our email server is MS Exchange 2000. Can anyone give me a hand? Thanks in Advance, John M.

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Populate form fields with CGI variables? (AgentTicketPhone)
by Marty Tennison 08 Oct '05

08 Oct '05

Hi Everyone, First, congratulations to the OTRS team for producing such a fine software package. It is very impressive and well designed. Second, I'm new to OTRS so please forgive me if this has been asked before. I searched the mail archives and google and RTFM but I'm unable to find an answer. My question is: Is there a way (or what is the best way) to auto populate some fields (with dynamic variables) when creating a new email or phone ticket? Example. I'm creating a new phone ticket and I already know what the values for freetext1 and freetext2 as well as the From and To fields. Basically I have all the information except the actual "PhoneNewNote" field, which I'll type in by hand. I've tried various cgi combinations such as http://www.someplace.com/otrs/index.pl?Action=AgentTicketPhone&Freetext1=so… but I am unable to get the fields to populate. I've looked at AgentTicketPhone.pm to see if it is trying to read anything from URL, but I do not see anything. My goal is to ensure that OTRS tickets are synchronized with our shopping cart software by auto-populating the order_number and customer_number in the freetext fields rather than typing them by hand. I'd also like to pre-assign a queue and other information depending on the source of the ticket. So, again, is there a way to do this? Or am I wasting my time? Thank you in advance for any help you can give me. Marty Tennison

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Re: [otrs] queue view sorting
by Jeff Baughn 07 Oct '05

07 Oct '05

Christopher, Sweet. That's exactly what I was looking for. Thank you! -Jeff > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf > Of Christopher Kuhn > Sent: Friday, October 07, 2005 1:34 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] queue view sorting > > Jeff Baughn wrote: >> Is there any way to reverse the listing order in the Queue View, so that the >> newest tickets are listing first, oldest last? I looked in the Defaults.pm >> config file and couldn't find anything. >> >> Thanks. >> _______________________________________________ >> 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/ > > Hi Jeff, > > assuming you use OTRS 2.x: Via the SysConfig in your Admin Interface you > have to alter the value of Ticket::Frontend::QueueSortDefault: under > Ticket -> Frontend::Agent::Ticket::ViewQueue. > > This way you can modify your default sort order. > > > Have a nice weekend! > > > Christopher Kuhn > > -- > ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing > Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 > http://www.otrs.com/ :: Communication with success! > _______________________________________________ > 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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Error Message in error.log
by stefano Ruberti 07 Oct '05

07 Oct '05

Hi! Hi! I have above mentioned error logs in my apache2 error.log with otrs 1.3.2 Can I do something against that? :Apache IO flush: (103) Software caused connection abort at -e line 0ERROR: OTRS-CGI-20 Perl: 5.8.5 OS: linux Time: Fri Oct 7 14:24:46 2005 with kind regards, Stefano Ruberti -- ---------- -------- Stefano Ruberti E-Mail: stefano.ruberti(a)iit.cnr.it IIT-CNR Phone: +39 050 3152076 via G. Moruzzi, 1 Fax: +39 050 3152593 I-56124 PISA - Italy ---------- --------

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POP3 + SSL
by Leonardo Pereira Guimarães 07 Oct '05

07 Oct '05

Hi, How can I configure my OTRS to use POP3 over SSL? Thanks Leonardo Pereira Guimarães Analista de Suporte e Operação Administrador de Sistemas - SCSA 55 21 4501 1846 www.certisign.com.br <http://www.certisign.com.br/> Você ainda não possui uma identidade digital? <http://www.certisign.com.br/produtos/email/index.html> Obtenha aqui!

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queue view sorting
by Jeff Baughn 07 Oct '05

07 Oct '05

Is there any way to reverse the listing order in the Queue View, so that the newest tickets are listing first, oldest last? I looked in the Defaults.pm config file and couldn't find anything. Thanks.

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who can install me v. 2.0??
by Mercator GmbH 07 Oct '05

07 Oct '05

WHO could install me version 2.0 or 2.1 or which is the newest one? I have version 1.3.2 running and want to upgrade, but since I need the OTRS for work, I cannot allow to miss one single day, so I need some professional help. I will pay. Please send your offers to marc(a)herms.it Thanks, Marc

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