May 2005 - otrs - OTRS mailing lists

Autoresponse does not work as Postmaster
by Thomas Kaminski 25 May '05

25 May '05

Hello, I use otrs 2.0.cvs with debian/sarge and i want to use my self defined autoresponse notifications. But this autoresponse doesnt work. The new mails come in the system with the /usr/share/otrs/bin/PostMasterPOP3.pl and this work fine. I search for the reason of this and found found a piece of code in the module Kernel/System/Ticket/Article.pm in the function ArticleCreate <snip> if ($Param{AutoResponseType} && $Param{OrigHeader}) { # get auto default responses my %Data = $Self->{AutoResponse}->AutoResponseGetByTypeQueueID( QueueID => $Ticket{QueueID}, Type => $Param{AutoResponseType}, ); my %OrigHeader = %{$Param{OrigHeader}}; if ($Data{Text} && $Data{Realname} && $Data{Address} && !$OrigHeader{'X-OTRS-Loop'}) { # check / loop protection! if (!$Self->{LoopProtectionObject}->Check(To => $OrigHeader{From})) { # add history row $Self->HistoryAdd( TicketID => $Param{TicketID}, HistoryType => 'LoopProtection', Name => "\%\%$OrigHeader{From}", CreateUserID => $Param{UserID}, ); # do log $Self->{LogObject}->Log( Priority => 'notice', Message => "Sent no '$Param{AutoResponseType}' for Ticket [". "$Ticket{TicketNumber}] ($OrigHeader{From}) " ); } else { # write log if ($Param{UserID} ne $Self->{ConfigObject}->Get('PostmasterUserID') || $Self->{LoopProtectionObject}->SendEmail(To => $OrigHeader{From})) { # get history type </snip> A part of the last "if" include the condition "$Param{UserID} ne $Self->{ConfigObject}->Get('PostmasterUserID')" I think, this is wrong. I remove this part of condition and test then autoreply function. This work fine. Where are the error? Is the code wrong or i think it wrong? Why should the postmaster not generate a autoreply? Bye Thomas

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receive all tickets.
by Thiago Lima 25 May '05

25 May '05

Hi all, There's any way to make an administrador receive all tickets created in his email? I want to have someone that does not access otrs all the time to be able to see what's going on. I'm using otrs 1.2.3. Thanks alot Thiago lima.

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Otrs mobile phone access
by Wes Plate 24 May '05

24 May '05

Is it or will it be possible to configure OTRS so Agents can access tickets from the web browsers on mobile phones? Thank you. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Removing default text from Emails
by Richard Hamson 24 May '05

24 May '05

Hi, I am currently setting up a list of email templates to be used when replying to customers etc. Unfortunately I cant seem to get rid of the default text - "Dear [Customer Name Thank you for your request. [Customer name] [Email Address] wrote: Copy of email" I have searched for where this text is taken from but I have hit a wall? Anyone any ideas? Richard _________________________________________________________________ Winks & nudges are here - download MSN Messenger 7.0 today! http://messenger.msn.co.uk

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Bulk action select all with greasemonkey
by Mike Hoolehan 23 May '05

23 May '05

The 2.0 version probably adds this feature, but I'm posting this just in case anyone might find it useful. I made a greasemonkey script (http://greasemonkey.mozdev.org/) for firefox to add a "Select All" link to the queueview page. This will check the box for bulk action on all displayed tickets. If you use it, I recommend disabling FrontendBulkFeatureJavaScriptAlert in your Config.pm. The script is available here: http://www.hoolehan.com/greasemonkey/ Regards, Mike

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Public tickets?
by Carl Boberg 23 May '05

23 May '05

Hi, Wondering if it is possible to have a special queue or something where I can handle network wide tickets which can be viewed on the customer interface without having to login? Example: Say I'm going to do maintenance on a switch or a central server which might be of interest for any number of users in my network who might get affected. I would then create my own ticket in a "sysadmin" queue where I scribble down the When, What and Why. This ticket is then viewable from the customer panel (maybe a custom made page?) without having to login... Anyone done something like this? Cheers -------------------------------- Carl Boberg System & Network Administrator Swedish Museum of Naturalhistory Frescativägen 40 104 05 Stockholm Sweden Tel nr: 08-5195 5116 Mobile: 0701-82 4055 E-mail: carl.boberg(a)nrm.se --------------------------------

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How to add a pick list/drop down box field to the CustomerUser Map
by Tom Pride 23 May '05

23 May '05

Hi, I would like to be able to add some columns to the CustomerUser table which could be populated from the interface using a pick list/drop down box rather than just a plain text field. Is this possible? If so how do I do it? Thanks _________________________________________________________________ It's fast, it's easy and it's free. Get MSN Messenger 7.0 today! http://messenger.msn.co.uk

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customer password hashing algorithm
by Jerome Alet 23 May '05

23 May '05

Hi there, I'm currently trying to configure otrs 1.3.2p01-5 on a Debian box I would like to know if the password hashing algorithm is configurable somewhere or if there's a way to do the following : I'd like to interface an existing customer database with otrs, in which there are already customer passwords. The problem is that these passwords are hashed using the SSHA algorithm and not the one used by otrs it seems. My passwords look like '{SSHA}some_encrypted_stuff_here'. I know that the other application I use would accept things like '{CRYPT}some_differently_encrypteds_stuff_here', but the problem is of course that I don't have the passwords in cleartext. So can otrs validate customer passwords using SSHA encryption ? Thanks in advance Jerome Alet

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Move_into permission
by Parent, Cyrille 23 May '05

23 May '05

I have a group of users that have the "move_into" and "create" role for another group. They are able to move tickets to the other group's queue but as soon as they do they are give a "no permission go away" message. What's the deal? Cyrille OTRS-WIN 124

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changing smtp server
by Kapt Kaos 20 May '05

20 May '05

How would I set the smtp server otrs uses to send email? I am running 2.0.0-beta2. I am set to pop mail down from one server but need to use another for sending mail. Thank you, Kapt Kaos

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