August 2005 - otrs - OTRS mailing lists

Preventing email loops
by Jim Edlin 30 Aug '05

30 Aug '05

Our organization has been using OTRS (currently 1.3.6) for about a year. In that time we have had 3 occasions where massive email loops have created many thousands of tickets (110,000+ in the latest occurrence) and spewed out an even greater number of unnecessary emails. Cleaning up the unwanted tickets and emails, and calming down overwhelmed colleagues, has been as annoying and time-consuming as you would expect. I understand there is a loop protection feature in OTRS (currently configured with the default value of 40), but that doesn't seem to prevent this problem. Some details about our configuration: -- a cron task reads from a POP mailbox every 2 minutes and creates tickets from any emails received. -- an auto-acknowledgement is sent to the originator of emails that are received. -- an automated alert email is sent to agents who have activated the queue in their "My Queues" preference. In the latest loop episode, an individual unthinkingly forwarded his personal email address to the one read by OTRS. This precipitated the endless loop (which started on a Friday evening and was not discovered until the following Monday morning). Each acknowledgement email was creating a new ticket. Can anyone offer suggestions on how to prevent such loops from occurring? (We already have an email filter in OTRS that discards "Out of Office" email responses (which were a cause of one of our prior loop episodes.) And does 2.0.2 have better capabilities than 1.3.x for this purpose? (And one related question: When we created a generic agent script to delete the bogus tickets, it would only do so 1,000 at a time. Where is this limit imposed, and is it possible to relax it?) --Jim Edlin ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ Jim Edlin Tides, Inc. 415-561-6304 v 415-561-6301 f jedlin(a)tides.org http://www.tides.org <http://www.tides.org/>

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LDAP Authentication issues
by Eric Owens 30 Aug '05

30 Aug '05

I've recently done a fresh install of OTRS 2.1 on a Fedora 3 box. I have everything working, except for the LDAP Authentication. Im at a loss on this one. Our Active Directory is running Windows Server 2003. Every time I try, I get the same error: Authentication failed, no LDAP entry found!BaseDN='dc=funimation,dc=com', Filter='(user=owens(a)funimation.com)' Any ideas on what the issue could be? We are really wanting OTRS to be able to search through our users list so that we do not have to manually add every user in the company. eko

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Debian stable (sarge)
by florian2000＠no-log.org 30 Aug '05

30 Aug '05

Hi, I found OTRS recently on the web and it seems really interesting ! I tried to install it on my server under debian stable (sarge) using "apt-get install otrs" ... it's not that easy :( I read some docs on the web and modify /etc/apache2/apache2.conf and /usr/share/otrs/scripts/apache2-perl-startup.pl but didn't manage to get it work (http://localhost/otrs/installer.pl is not loading at all) :( Any idea or link where I can find a full explanation ? Thanks for your help and your great software ! -- Florian

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Searching by close date
by Sheline, Carl (LLU) 30 Aug '05

30 Aug '05

I would to search for all the closed successful tickets for a specific technician by date closed. In 1.3.2 the only option is search by ticket create date which is not quite the same thing. What are my options? Thanks for your help. Carl Sheline csheline(a)llu.edu

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Change Sortorder
by Hochreiter Martin 30 Aug '05

30 Aug '05

Hi! I am searching for a way to sort the main queues differently then now. Normally OTRS is sorting priority first and then date with the oldest entry first. I want to change the sort order of the date to see the newest entry first. Is this possible with 2.0.2? lg Martin

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customizing customer.pl
by anushya beauty 30 Aug '05

30 Aug '05

Hi, Now I am in customizing the customer.pl page. In OTRS-customer.pl, when the customer logged in, the ticket details belongs to that customer is listed out. Here, I created another option as 'MyProperty' and I want to show the details of my property details when the customer logged in. I tried to change from showing the 'My Tickets' details to showing 'My Property' details. But I couldn't. Anybody could you please help me to find the solution for this?. regards, G.Anushya. with regards,G.Anushya,anushya(a)wellspringsystems.com __________________________________________________________ How much free photo storage do you get? Store your friends 'n family snaps for FREE with Yahoo! Photos http://in.photos.yahoo.com

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Add Remove item to My Queue View
by Dominic Robinson 29 Aug '05

29 Aug '05

In the Queue view there are a list of 'quick action' items for each ticket such as Zoom, Priority, Note, History etc. I'd like to add Remove to this to speed up dealing with spurious/junk mail. I suspect that I need to add something similar to the following into the config file: $Self->{'Ticket::Frontend::PreMenuModule'}->{'210-History'} = { 'Action' => 'AgentTicketHistory', 'Link' => 'Action=AgentTicketHistory&TicketID=$QData{"TicketID"}', 'Module' => 'Kernel::Output::HTML::TicketMenuGeneric', 'Description' => 'Shows the ticket history!', 'Name' => 'History' }; I'd be grateful for the exact syntax and apologise if this has been asked before. Thanks Dom

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Using Mambo CMS as external CustomerUserDB
by Roberto Giana 29 Aug '05

29 Aug '05

Hi I'm trying to use the user DB of Mambo (http://www.mamboserver.com/) as a CustomerUser DB in OTRS. At the moment I managed to extract the necessary informations by extending the Config.pm with an additional "CustomerUser" setting. But now I'm facing the problem that passwords seem to be incompatible. How is the password field read in a table by OTRS? As far as I know Mambo stores only MD5 hashes. Is there a way to use MD5 hashes with an external DB in OTRS? -- Best regards Roberto

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Salutations
by Joe Fusco 29 Aug '05

29 Aug '05

Okay, I found the default salutations of Mr. and Mrs. in the kernel\config\defaults.pm file. I know I don't want to change that file but what do I need to put into the kernel\config.pm file to change those defaulst to Mr. and Ms. or add Ms. or add a blank selection? Thanks, Joe Fusco

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RE: [otrs] Sending Notes & Closures
by Matthieu Dagoreau 29 Aug '05

29 Aug '05

Hi Joe, Instead of writing a note, you can write an answer to the customer ticket describing the problem resolution for instance, and change the "next state" to "closed", which will do the same. Hope this suits your needs. Matthieu ________________________________ De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de Joe Fusco Envoyé : lundi 29 août 2005 17:20 À : 'User questions and discussions about OTRS.org' Objet : [otrs] Sending Notes & Closures When I compose a note or use the close function, the only note type option I have is "Note - Internal" How can I set OTRS to send these notes to customers? I am specifically interested in sending a Close notification or problem resolution, if you will, to the customer. Thanks, Joe Fusco

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