October 2005 - otrs - OTRS mailing lists

Incoming autoresponses
by Mark Wallace 14 Oct '05

14 Oct '05

Is there a way within OTRS to drop incoming auto responces from people who are on vacation or out of the office. I don't think creating a filter will work because I have no patterns to search on. Is there a way to set a timer in OTRS that if an email goes out to a customer and that customer responds within, say 10 seconds (this would indicate an autoresponse), that the email is dropped or put into a junk queue? Thanks, Mark

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FAQ: Using PostMaster.pl with fetchmail
by Mauricio Tavares 14 Oct '05

14 Oct '05

Instead of using pop3, I would like to use imap-ssl to retrieve trouble ticket emails to be handled by otrs. According to the documentation, the best way to do that is to use fetchmail and then parse it to PostMaster.pl? How to do that? I tried to do something like (test .fetchmailrc in /tmp) > fetchmail -a -f /tmp/.fetchmailrc | /path/to/PostMaster.pl but what I got was the /var/spool/mail/otrs mailbox (which is where fetchmail is told to save the emails it gets. BTW, the fetchmail side of the business seems to work fine) was read in as if it was one single long email (as opposite to each email be read as a separate email). What am I doing wrong?

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Ticket ownership
by Camilla Krag Jensen 14 Oct '05

14 Oct '05

Hi all! I have a bit of annoying problem with ownership of tickets. When sending emails to the system, it creates a new ticket. So far so good. But, no matter what I do it assigns root@localhost as the owner! How can I configure which person is the owner on incoming mail-tickets? Thanks, :-) Camilla -- Camilla Krag Jensen www.exerp.com

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spellcheck on sles9
by Mike Conigliaro 14 Oct '05

14 Oct '05

has anyone managed to get spell checking to work in otrs 2.0.2 on sles9? i installed the words package via yast, then i installed the ispell-3.2.06-463.i586.rpm and ispell-american-3.2.06-463.i586.rpm packages for suse pro 9.3. ispell works on the command line, but i cant get the spell check function to work through otrs. my spell checker seems to be enabled, judging from the contents of Defaults.pm: $Self->{SpellChecker} = 1; $Self->{SpellCheckerBin} = '/usr/bin/ispell'; $Self->{SpellCheckerDictDefault} = 'english'; i've tried restarting apache too, but that didnt help. any advice would be greatly appreciated. thanks in advance. -- Mike Conigliaro Proactive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext.17 http://www.getproactivenow.com

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Attachment problem
by Alexandre Ghisoli 14 Oct '05

14 Oct '05

Hello there, I'm using OTRS 2.0.2 on apache / linux. Since the upgrade, I've moved and converted my Postgres DB to Unicode (UTF8) storage. Now, I've errors when I add attachements to an ticket by the web interface, the mail is sent, but attachment is invalid when I try to read it in the Client (tried on Outlook, Evolution). I've extract the datas from my DB, decode64 it and this is valid document. So I suspect something about email sending. After a quick look into the code, if I comment the attachements encoding, it's working : (Email.pm, line 270) $Self->{EncodeObject}->EncodeOutput(\$Upload{Content}); Any idea to fix it ? -- Alexandre

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installer.pl hangs on 2nd screen
by roughneck＠bnw4u.de 13 Oct '05

13 Oct '05

Hello, I´m really sorry but here is another newbie-install-problem. I´ve installed the otrs tar file on debian 3.1 under /opt/otrs . I´ve also done the user & permissions stuff, apache2 setup is fine with all the modules. The installer.pl "hangs" on the second screen (where to input db_informatinos) without any errormessages, also no systemlogserrors. No reports like "creating DB..." but when I look in mysql, the user is added, the DB too but with nothing inside. So I really don´t know how to go on and appreciate every help thx &mfg Christian Tristl

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Das Besonders anfertigen fängt in der OTRS:Admin:Queue Form auf
by MFinucaneIRL＠aol.com 13 Oct '05

13 Oct '05

Hallo Ich möchte in der LageSEIN, drei zu addieren, die neue Texteingabe zur OTRS:Admin:Queue Form auffängt und dann die Daten von diesen auffängt und hinzufügt sie der Datenbank nimmt. Ich habe Änderungen an der ' Datenbank der otrs', spezifischer zum ' Warteschlange ' Tabelle vorgenommen, und ich fügte alle erforderlichen Spalten dem Ende dieser Tabelle hinzu. Ich auch änderte die ' AdminQueueForm.dtl ' Akte in /opt/otrs/Kernel/Output/Standard/ und addierte den Eingang Text auffange benötigtes I. Was tue ich zunächst? Ich arbeitete mit der Kunde LOGON-Seite vorher. Ich habe sucesfully den geändert und die erforderlichen textfields, wie in dem Anweisung Handbuch skizziert hinzugefügt. Ich kopierte Überschuß der abbildenabschnitt für den Kunde Benutzer von Defaults.pm zur Config.pm Akte. Sollte ich die gleiche Sache für OTRS:Admin:Queue Form tun? Dank für Ihre Hilfe im voraus. Matt

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Customising the fields in the OTRS:Admin:Queue form
by MFinucaneIRL＠aol.com 13 Oct '05

13 Oct '05

Hi I would like to be able to add three new text input fields to the OTRS:Admin:Queue form and then take the data from these fields and add them to the database. I have made changes to the 'otrs' database, more specifically to the 'queue' table, and I added all the needed columns to the end of that table. I also changed the 'AdminQueueForm.dtl' file in /opt/otrs/Kernel/Output/Standard/ and added the input text fields I needed. What do I do next ? I did work with the customer login page before. I have sucesfully changed that and added the needed textfields, as outlined in the instruction manual. I copied over the mapping section for the Customer user from Defaults.pm to the Config.pm file. Should I do the same thing for OTRS:Admin:Queue form ? Thanks for your help in advance. Matt

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Close notification
by Dmitry 13 Oct '05

13 Oct '05

Hello. Is it really impossible to send notifications to agents via email on ticket close? -- WBR, Dmitry mailto:xeon@irk.pp.ru

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OTRS2.0 Namebased as Subdomain Configuration Apache2 + Plesk
by Philip 12 Oct '05

12 Oct '05

Hi, ich have a problem to configure my apache2 to run otrs 2.0 probably as a subdomain on a virtual name based host. I searched google and the user list a lot, but none solution worked for me. I use Apache2.0 prefork running together with plesk. I created the subdomain within plesk and editied the vhost.conf file for the subdomain as follows: It gets included from a central httpd.include file generated by plesk - thats is why here is no virtalhost directive. I can access otrs without problems - but none of the images or icons are shown. - the alias otrs-web does not work... <snip> UseCanonicalName Off DocumentRoot /opt/otrs/ ServerName otrs.mydomain.de:80 ServerAdmin E-mail Protected ErrorLog /var/log/httpd/otrs_error.log CustomLog /var/log/httpd/otrs_access.log combined Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" ScriptAlias / "/opt/otrs/bin/cgi-bin/" Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl PerlModule Apache::Reload PerlInitHandler Apache::Reload <Location /otrs> ErrorDocument 403 /index.pl AllowOverride None Options +ExecCGI SetHandler perl-script PerlHandler ModPerl::Registry PerlResponseHandler ModPerl::Registry PerlOptions +ParseHeaders PerlSendHeader On PerlSetupEnv On Order allow,deny Allow from all DirectoryIndex index.pl </Location> <Directory "/opt/otrs/bin/cgi-bin"> ErrorDocument 403 /index.pl AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all DirectoryIndex index.pl </Directory> <Directory "/opt/otrs/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> </snip> Thank you very much for any suggestions and ideas... Philip

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