February 2005 - otrs - OTRS mailing lists

X-OTRS
by Jack Doyle 23 Feb '05

23 Feb '05

I have a webpage on my Intranet that pages support personnel on the weekend. Basically, it sends an email to the support person's cellphone and one to otrs to create a ticket. However, since it is to: otrsaddress,phoneaddress both addresses show up under To: in otrs for both the agent and the customer. Is there a way for me to have otrs remove any secondary email addresses that the message was also sent to? Do I make sense? ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

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RE: [otrs] X-OTRS
by Jack Doyle 23 Feb '05

23 Feb '05

I don't think you can add the raw headers. Anyways, i was just going to email otrs and let the Generic agent fire off the email to the techs. I got that to work, actually. Basically, the email comes in and it sets a priority 99 on it. Every ten minutes the Generic agent job should select all tickets that are a priority 99 and add a note to them, change them to priority 5 and send the ticket number and id to a shellscript that I wrote that will query the database and send the information via email to the techs. Worked great except the Generic agent running is a hit and miss. Doesn't run every ten minutes like its supposed to. Sporadic. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Dan Mahoney, System Admin [mailto:danm@prime.gushi.org] Sent: Wednesday, February 23, 2005 1:41 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] X-OTRS On Wed, 23 Feb 2005, Jack Doyle wrote: > No. Unfortunately the sendmail function for asp.net doesn't do cc or > bcc. I just ended up having it send two messages... one to the helpdesk > and then one to the support techs. Just thought I'd see if the > postmaster filter could do it. You mean you can't just add raw headers? I am *so* impressed by this. I'd expect nothing less from Microsoft. -Dan > > ----- > Jack Doyle, Network+ > Systems Operations Specialist > Lewis-Gale Clinic Information Systems > > -----Original Message----- > From: Chris Osborn [mailto:fozztexx@fozztexx.com] > Sent: Wednesday, February 23, 2005 12:54 PM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] X-OTRS > > > > On Feb 23, 2005, at 9:52 AM, Jack Doyle wrote: > >> I have a webpage on my Intranet that pages support personnel on the >> weekend. Basically, it sends an email to the support person's >> cellphone and one to otrs to create a ticket. However, since it is >> to: otrsaddress,phoneaddress both addresses show up under To: in otrs >> for both the agent and the customer. >> >> Is there a way for me to have otrs remove any secondary email >> addresses that the message was also sent to? Do I make sense? > > Can you make your webpage Bcc the phone number? > > _______________________________________________ > 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? > -- "If you need web space, give him a hard drive. If you need to do something really heavy, build him a computer." -Ilzarion, late friday night --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org ---------------------------

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Customizing OTRS...
by Braun Brelin 23 Feb '05

23 Feb '05

Hello, I want to do some minor customization to OTRS and I have some questions... Basically, when a user authenticates against my openLDAP server, I want to find out if that user is in the "operations" group, i.e. if they are admins. If so, then I want to somehow give the "admin" rights to OTRS, i.e. the ability to lock/unlock tickets, etc... If they aren't part of the operations group, then I only want to give them standard access, i.e. create and view tickets. I'm fairly comfortable with LDAP and accessing it via Perl and the NET::LDAP module, I'm less sure how the user structure in OTRS works. Is there a database field that marks a user as an "admin" vs. a non-admin? If so, is there a parameter that I can set in OTRS? Thanks, Braun Brelin

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RE: [otrs] Generic Agent not running
by Jack Doyle 23 Feb '05

23 Feb '05

They are there and both work. The system set them up itself. The GenericAgent runs at 00, 20, and 40 and the Generic Agent for the DB stuff every 10 minutes. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems -----Original Message----- From: Brian McFarlane [mailto:brian.m@asu.edu] Sent: Wednesday, February 23, 2005 11:54 AM To: User questions and discussions about OTRS. Subject: RE: [otrs] Generic Agent not running Check your cron job for the generic agent. -Brian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: Wednesday, February 23, 2005 8:46 AM To: User questions and discussions about OTRS. Subject: [otrs] Generic Agent not running I have three generic agent jobs set up. Two are set to run every ten minutes (basically, as often as the web interface will allow). However, it doesn't run every ten minutes. Seems to run every twenty or so. Any thoughts? Running from the "run now" link is fine. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems _______________________________________________ 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] Generic Agent not running
by Brian McFarlane 23 Feb '05

23 Feb '05

Check your cron job for the generic agent. -Brian -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jack Doyle Sent: Wednesday, February 23, 2005 8:46 AM To: User questions and discussions about OTRS. Subject: [otrs] Generic Agent not running I have three generic agent jobs set up. Two are set to run every ten minutes (basically, as often as the web interface will allow). However, it doesn't run every ten minutes. Seems to run every twenty or so. Any thoughts? Running from the "run now" link is fine. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems _______________________________________________ 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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Generic Agent not running
by Jack Doyle 23 Feb '05

23 Feb '05

I have three generic agent jobs set up. Two are set to run every ten minutes (basically, as often as the web interface will allow). However, it doesn't run every ten minutes. Seems to run every twenty or so. Any thoughts? Running from the "run now" link is fine. ----- Jack Doyle, Network+ Systems Operations Specialist Lewis-Gale Clinic Information Systems

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Company Tickets
by Andrew Blackstone 23 Feb '05

23 Feb '05

Can someone please help me with setting up company tickets. I'm using OTRS 1.3.2 and Fedora Core 2. I have tried and have not been able to set it up successfully. Thanks in adavance. Andrew Andrew Blackstone IT Specialist Homebase Technologies, Inc.

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RE: [otrs] X-OTRS-Queue issue?
by Brian McFarlane 23 Feb '05

23 Feb '05

You need to tell it to go to the queue like this: LopLevel::SecondLevel LopLevel::SecondLevel::ThirdLevel That will send it to the right queue for you. Brian McFarlane Director of Information Technology College of Law at Arizona State University http://www.law.asu.edu/ Phone : 480-965-7573 Fax : 480-965-4283 Email : brian.m(a)asu.edu <BLOCKED::mailto:brian.m@asu.edu> _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Talley, Brooks Sent: Tuesday, February 22, 2005 7:15 PM To: User questions and discussions about OTRS. Subject: [otrs] X-OTRS-Queue issue? Hi, everyone. I'm having some trouble sorting new tickets into queues using the x-otrs-queue SMTP header. It works fine for me on top level queues, but it's not working at all when trying to use a subqueue (it just ends up in the default queue). Is there some trick to this? My subqueues do have spaces in them, but I've confirmed that the x-otrs-queue header works fine on top level queues with spaces in their names, so I'm assuming it's a subqueue issue. Thanks -Brooks

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X-OTRS-Queue issue?
by Talley, Brooks 23 Feb '05

23 Feb '05

Hi, everyone. I'm having some trouble sorting new tickets into queues using the x-otrs-queue SMTP header. It works fine for me on top level queues, but it's not working at all when trying to use a subqueue (it just ends up in the default queue). Is there some trick to this? My subqueues do have spaces in them, but I've confirmed that the x-otrs-queue header works fine on top level queues with spaces in their names, so I'm assuming it's a subqueue issue. Thanks -Brooks

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RE: [otrs] Question About Vhosts and Email.
by Pete McDonnell 22 Feb '05

22 Feb '05

Is there an MX record setup for prime.gushi.org? - Pete McDonnell Manager, Technical Services Hip Interactive > -----Original Message----- > From: Dan Mahoney, System Admin [mailto:danm@prime.gushi.org] > Sent: Tuesday, February 22, 2005 3:12 PM > To: otrs(a)otrs.org > Subject: [otrs] Question About Vhosts and Email. > > Hey all, quick q.... > > I've got my otrs address set up as "support(a)prime.gushi.org" > for all emails, but my FQDN in Config.pm is > "support.gushi.org" (because that's my web url for OTRS, > prime.gushi.org is the actual server) > > Basically what happens is I get tickets coming from > otrs(a)support.gushi.org, and when I reply, they bounce. My > pop3 postmaster address is support(a)prime.gushi.org. > > Where do I change the address for the notification master? > > If it's FQDN, how do I change this so that the web-url in all > the tickets is still "support.gushi.org" > > -Dan Mahoney > > -- > > "It's three o'clock in the morning. It's too late for > 'oops'. After Locate Updates, don't even go there." > > -Paul Baecker > January 3, 2k > Indeed, sometime after 3AM > > --------Dan Mahoney-------- > Techie, Sysadmin, WebGeek > Gushi on efnet/undernet IRC > ICQ: 13735144 AIM: LarpGM > Site: http://www.gushi.org > --------------------------- > > _______________________________________________ > 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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