August 2005 - otrs - OTRS mailing lists

No email notification
by Paul van Dongen 15 Aug '05

15 Aug '05

Hello all! I'm a newbie in OTRS matters, so please excuse me if this question is too idiotic: I just installed OTRS 2.0.1 and am in the process of completing the translation to Brazilian Portuguese. But my problem is on other area: I created a few users with the notification on New tickets and Moved tickets for "My Queues" enabled. The move notification works OK, but I don't receive mail for the new tickets created. I looked into the system log in the admin area and I have messages for the move email being sent, but nothig about it after a new ticket creation. Is this really a problem or some simple configuration issue I overlooked? Thank you for your attention. Paul Gondim van Dongen MCSE IBM Certified Deployment Professional Tivoli Storage Manager 5.2 Tivoli Workload Scheduler 8.2 VANguard - Value Added Network guardians http://www.vanguard-it.com.br <blocked::BLOCKED::http://www.vanguard-it.com.br/> +55 81 3419-8094

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responding to tickets
by Andrew Tornquist 15 Aug '05

15 Aug '05

Hello I just installed OTRS and need to customize it. We want to set it up so that the from address matches the customer information when we resond to a ticket. Is this possible? Thanks Andy Tornquist Web Systems Manager BTN Access 1 703 621 3297

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Including Bug Tracker in OTRS ?
by Niels Kueck 15 Aug '05

15 Aug '05

Hi, While searching at google for a bug tracking system I found a note that the OTRS will get a 'module' where a bug tracker is included. Probably in version 2.0. I looked at the otrs demo side, which is on version 2.0.x but I didn't see anythink related to bug tracking. We are using OTRS for a lot of month now and my colleages would like to have a bug tracking system. In my opinion the best would be to have just one system with both functionalities and not to install and use a second system. So, is the bug tracking within OTRS still an open point ? Does anyone know anything about this feature ? Or did I just miss anything in the new version ? Thanks, Niels Kueck. -- 5 GB Mailbox, 50 FreeSMS http://www.gmx.net/de/go/promail +++ GMX - die erste Adresse f�r Mail, Message, More +++

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Queue Hierarchy
by OTRS 12 Aug '05

12 Aug '05

Hello, Otrs 2.0 supports 3 Levels auf Queue hierarchy for Subqueues in the dropdown-display. How can i increase this level to 5 or 6 in the display? For example following Queues with Subqueue-Relationship. - Software --Operating Systems ---Server ----Windows 2003 -----ServerName1 -----ServerName2 ---Desktops ----Windows XP ------DesktopName1 can anyone help? best regards Volkhard Vogeler Vogeler AG

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Auto Close
by Anton Krall 12 Aug '05

12 Aug '05

How can I send an auto response to the customer when a pending ticket gets auto closed successfull or unsucessfull?

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Re: RE:[otrs] Getting mail into OTRS
by berg＠san.rr.com 12 Aug '05

12 Aug '05

I hate to be such a newb, but mail configuration is new to me. I think what your saying I should do is to copy /opt/otrs/.procmailrc.dist to /etc/.procmailrc I found that the path to PostMaster.pl is ./opt/otrs/bin/PostMaster.pl And my the contents of /opt/otrs/.procmailrc.dist are as follows: | formail -I "X-OTRS-ArticleKey1: Test" | formail -I "X-OTRS-ArticleValue1: True!" # -- # Example for assigning the "email domain as customer ID" automaticaly. # -- #:0hc #CUSTOMERID=|formail -X "From:"|perl -e '$i=<STDIN>; $i=~s/^From: //;$i=~s/$.*?$//;$i=~s/<(.*?)>/$1/;$i=~s/ //g;$i=~s/.*(a)(.*)/$1/;print $i' # #:0 fhw : #| formail -I "X-OTRS-CustomerNo: $CUSTOMERID" # -- # Backup of all incoming emails. # It's always better to have a backup of all incoming emails! # -- :0 c : $SYS_HOME/var/INBOX.Backup.$MONTHFOLDER # -- # Pipe all email into the PostMaster process. # -- :0 : | $SYS_HOME/bin/PostMaster.pl # -- # spool all the rest (which the PostMaster.pl can't process!) # If the database is down or the PostMaster.pl exit was not '0'! # -- :0 : $SYS_HOME/var/spool/. # -- # end of .procmailrc # -- So I'm guessing that after copying .procmailrc.dist to /etc/.procmailrc I need to edit ./procmailrc replacing $SYSHOME with the appropriate path values. Or am I way off base here? Thanks, -Joel ----- Original Message ----- From: Jeff Baughn <jbaughn(a)ucla.edu> Date: Thursday, August 11, 2005 1:31 pm Subject: RE:[otrs] Getting mail into OTRS > You need to copy /opt/otrs/.procmailrc.dist to .procmailrc and make > sure the > procmail filters are set up to pipe your mail through the > PostMaster.pl script. > > Good luck! > > -Jeff > > > _______________________________________________ > 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 on SuSE 9.2 with 2.0.1 RPM
by Danny Smith 11 Aug '05

11 Aug '05

Hi all, I'm just trialling OTRS, but I'm running into a few problems with the install. Basically, when I point a web browser at the OTRS, I get a 500 error (Internal Server Error). In the Apache2 error_log, I have the following: [Tue May 24 08:49:15 2005] [error] [client 10.1.1.75] Re-register of content_transfer_encoding at /usr/lib/perl5/vendor_perl/5.8.5/i586-linux-thread-multi/Apache/Reload.pm line 151\nCompilation failed in require at /usr/lib/perl5/vendor_perl/5.8.5/i586-linux-thread-multi/Apache/Reload.pm line 151.\n If I comment out line 151 in the above file ( a "require $key;" line), then Apache loads up OK, but I get errors when I get into OTRS. Basically, the first time I load each page, I get the following error in the browser: ERROR: OTRS-CGI-33 Perl: 5.8.5 OS: linux Time: Tue May 24 08:59:55 2005 Message: ??? Traceback (4450): Module: Kernel::System::Web::InterfaceAgent::Run (v1.7) Line: 181 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 185 Module: ModPerl::RegistryCooker::run (v1.80) Line: 185 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 153 Module: ModPerl::Registry::handler (v1.99) Line: 16 But if I refresh the page from there, it works. Anyone have any ideas, or a direction to try to track this down? Regards, Danny Smith Midrange Software Design http://www.msd.net.au (07) 3368 7888 Midrange Software Design Pty. Ltd. does not represent or warrant that the attached files are free from computer viruses or other defects. The attached files are provided, and may only be used, on the basis that the user assumes all responsibility for any loss, damage or consequences resulting directly or indirectly from use of the attached files. This email is confidential. If it includes quoted prices, unless otherwise stated, validity is 14 days from the date of this message. Sales tax, GST and delivery charges are excluded unless noted. Acceptance of any quotation or order is subject to MSD's usual terms and conditions of sale.

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RE:[otrs] Getting mail into OTRS
by Jeff Baughn 11 Aug '05

11 Aug '05

You need to copy /opt/otrs/.procmailrc.dist to .procmailrc and make sure the procmail filters are set up to pipe your mail through the PostMaster.pl script. Good luck! -Jeff

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Bulk action on search results
by Rob Cas 11 Aug '05

11 Aug '05

Hi, When I have large numbers of tickets in a queue, I'd like to be able to perform a search to select a sub-set, then perform a bulk action on the resultant sub-set. If I use the 'Search' panel, I get the sub-set of tickets I'm interested in, but no way to select them to perform a bulk action on... Is there any way to do this? Thanks in advance, Rob.

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Problems with attachments on 2.0.1
by Alastair Houghton 11 Aug '05

11 Aug '05

Hi there, We've just upgraded to OTRS 2.0.1, and we're seeing problems with the attachment support. Specifically, when we try to download or view attachments via the AgentTicketAttachment action, they get truncated. I've checked in the database with a test attachment and the lengths are correct there. Does anyone have any idea what might be wrong? Kind regards, Alastair. -- http://www.alastairs-place.net

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