August 2005 - otrs - OTRS mailing lists

Attachments are missing
by Mitchell Wasson 24 Aug '05

24 Aug '05

Email attachments such as PDF and word docs are not being transfered to OTRS. I have switched between UTF-8 and iso-8859-1 but still no attachments. Under charset iso-8859-1, each ticket has a line stating: "This message was written in a character set other than your own...." Charset changes were made in otrs\kernel\Config.pm. OTRS is running under Windows. Thanks in advance

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RE: [otrs] User interface:Limited Queue access
by West, Bradley G. 24 Aug '05

24 Aug '05

Zeke, If you are referring to what the customer sees from the web form then yes there is an item available for this. Add the following to your Config.pm file # CustomerControlPanel Settings $Self->{CustomerPanelOwnSelection} = {'First Queue Name' => 'First Queue Display Name in pulldown', 'Second Queue Name' => 'Second Queue Display Name in pulldown',}; If you are referring to the agents then you can control this through a combination of group membership and assignment of group to the queue. I hope this answers your questions. Thanks, Brad -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dehnert James Sr Sent: Wednesday, August 24, 2005 2:04 PM To: User questions and discussions about OTRS.org Subject: [otrs] User interface:Limited Queue access Is there an easy way to limit the queues a user sees when they access the user web page? We want to have all cases put into 1 queue and 1 queue ONLY. Thanks, Zeke -- mailto:jdehnert@caymas.com James "Zeke" Dehnert Phone: 707 283 5042 Fax: 707 283 5001 -= Eschew Obfuscation =- "Life is racing, everything else is just waiting" Coo! => http://www.inference.phy.cam.ac.uk/dasher

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Problem with attachments using default charset UTF-8
by Rainer Hasenzagl 24 Aug '05

24 Aug '05

Hello! If I switch the default charset from 'iso-8859-1' to 'UTF-8' in OTRS config (Config.pm), I cannot open any attachment (sent by an customer). (e.g. Adobe PDF- or Microsoft Word File or any other) If I switch back to 'iso-8859-1' everything works fine. So, I suggest that it is not an DB problem --> I save all attachments in the DB (MySQL) What can be wrong? Can anyone help me pls?! Gesendet von Yahoo! Mail: http://mail.yahoo.de Noch schneller mailen? Yahoo! Messenger: http://de.messenger.yahoo.com

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CustomerGroupSupport and LDAP
by Nigel Gibbs 24 Aug '05

24 Aug '05

Hello all, We're currently using OTRS 1.3 at our office to support one of our large customers and we use LDAP for the customer user backend across a VPN to their AD server. This allows all their staff to track tickets they have submitted. It's been working very well up to now and we are really pleased with it. We've won some more large support contracts, and I've been asked to extend the coverage of our OTRS server to now include these new organisations. I'd like to use LDAP authentication over VPN again and understand that I can define multiple LDAP sources for customer info & auth backends, so on the face of it these new organisations should be able to use our OTRS without issue. However, I need to tie down the users to seeing only queues relevant to their own respective organisations, as we use queues to represent their offices for reporting. I understand that I need to use $Self->{CustomerGroupSupport} = 1; and 'customer groups' so that I can tie down the users to seeing only queues from their own organisations. What we need is, for example, if a user is authenticated via 'LDAP 1' then they should be in 'Group 1', while if your authenticated through 'LDAP 2' then you should be in 'Group 2'. I have looked at the $Self->{CustomerGroupAlwaysGroups} = ['users', 'info']; option but this seems to affect all users, rather than a dynamic subset of users. Can anyone suggest a solution? Thanks in advance -Nigel

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OTRS- Which is better Linux version or the windows version?
by KartheeK 24 Aug '05

24 Aug '05

Hello, I am in the process of installing OTRS-2.02 at my office, I wanted to know which of the OTRS is better OTRS-Linux[fc3] Version or the windows version- Why?? which is easy to configure? and which is stable among the two? Any inputs regarding the matter will be a welcome..... Regards KartheeK --------------------------------- Check out Yahoo! India Rakhi Special for Rakhi shopping, contests and lots more. http://in.promos.yahoo.com/rakhi/index.html

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RE: [otrs] Email configuration questions
by West, Bradley G. 23 Aug '05

23 Aug '05

I agree that it is entirely based on your needs. We have 4 different business units, each assigned an email address that dispatches to a specific queue where an approving authority is notified of queue objects awaiting their "approval". -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dehnert James Sr Sent: Tuesday, August 23, 2005 1:11 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Email configuration questions I'd say thats up to you. We don't have too much volume so all mail comes to 1 address and we dispatch it from there. I suppose you could set up a number of addresses and have support requests go right to a specific queue, but your end users will need to know what to send to where. Volume would dictate I think On Aug 23, 2005, at 9:41 AM, James Marcinek wrote: > Thanks for the reply. > > I added the user information as per your info. Does each queue have > to have a > separate email account or can one email account be used for the whole > application? > > Thanks, > > James > > > > "User questions and discussions about OTRS.org" > <otrs(a)otrs.org> > wrote: > >> James, >> >> We have an Exchange mail system also here. What you'll need to do >> is to >> ensure that you have POP3 setup on the Exchange side as an available >> protocol, some administrators disable this in favor of IMAP, HTTP, >> and/or >> RPC communications. >> >> You will need to make the following configuration changes to your >> Defaults.pm file >> >> $Self->{CheckMXRecord} = 0; (Unless you want to do DNS Lookups >> for >> external email) >> >> $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; >> $Self->{'SendmailModule::Host'} = 'IP Address of Mail Server'; >> $Self->{'SendmailModule::AuthUser'} = 'NT User name (without >> domain)'; >> $Self->{'SendmailModule::AuthPassword'} = 'NT User Password'; >> >> Samples of these configurations should be in the Kernel/Config/ >> Defaults.pm >> file for your reference. Also, check out the 1.3.2 documentation >> online as >> it provides decent instructions on getting cronjobs to work. >> >> Thanks, >> >> Brad >> >> >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On >> Behalf Of >> James Marcinek >> Sent: Monday, August 22, 2005 3:25 PM >> To: otrs(a)otrs.org >> Subject: [otrs] Email configuration questions >> >> Hello Everyone, >> >> I just started using OTRS and have configuration questions that I >> hope >> someone >> can answer for me. I have been reading through the manual but >> I'm not >> getting >> enough out of it to grab the concepts. >> >> I set OTRS on a CentOS 4(open source RHEL) running apache and >> mysqld. This >> has >> been setup and is running. >> >> Our email server is on an exchange system. Although I've seen the >> POP3 >> settings, >> I would appreciate it if somebody could explain how to setup >> access to the >> mail >> server. If I use the web gui to create an email account do I still >> have to >> automate a cron job to get mail? Should I use more than one email >> account to >> recieve mails? What mail account is used to send emails from OTRS >> (and how >> to >> set it up to authenticate and send to exchange). >> >> Thanks, >> >> James >> >> _______________________________________________ >> 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/ > _______________________________________________ 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] Email configuration questions
by James Marcinek 23 Aug '05

23 Aug '05

Thanks for the reply. I added the user information as per your info. Does each queue have to have a separate email account or can one email account be used for the whole application? Thanks, James "User questions and discussions about OTRS.org" <otrs(a)otrs.org> wrote: > James, > > We have an Exchange mail system also here. What you'll need to do is to > ensure that you have POP3 setup on the Exchange side as an available > protocol, some administrators disable this in favor of IMAP, HTTP, and/or > RPC communications. > > You will need to make the following configuration changes to your > Defaults.pm file > > $Self->{CheckMXRecord} = 0; (Unless you want to do DNS Lookups for > external email) > > $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; > $Self->{'SendmailModule::Host'} = 'IP Address of Mail Server'; > $Self->{'SendmailModule::AuthUser'} = 'NT User name (without domain)'; > $Self->{'SendmailModule::AuthPassword'} = 'NT User Password'; > > Samples of these configurations should be in the Kernel/Config/Defaults.pm > file for your reference. Also, check out the 1.3.2 documentation online as > it provides decent instructions on getting cronjobs to work. > > Thanks, > > Brad > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > James Marcinek > Sent: Monday, August 22, 2005 3:25 PM > To: otrs(a)otrs.org > Subject: [otrs] Email configuration questions > > Hello Everyone, > > I just started using OTRS and have configuration questions that I hope > someone > can answer for me. I have been reading through the manual but I'm not > getting > enough out of it to grab the concepts. > > I set OTRS on a CentOS 4(open source RHEL) running apache and mysqld. This > has > been setup and is running. > > Our email server is on an exchange system. Although I've seen the POP3 > settings, > I would appreciate it if somebody could explain how to setup access to the > mail > server. If I use the web gui to create an email account do I still have to > automate a cron job to get mail? Should I use more than one email account to > recieve mails? What mail account is used to send emails from OTRS (and how > to > set it up to authenticate and send to exchange). > > Thanks, > > James > > _______________________________________________ > 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] Email configuration questions
by James Marcinek 23 Aug '05

23 Aug '05

I tried to send a admin-mail to recipients on the exchange server but recieved the following types of errors in the maillog: Aug 23 13:12:53 ticket sendmail[2197]: j7NHCrnY002197: Authentication-Warning: ticket.compserv.global: apache set sender to otrs(a)compserv.com using -f Aug 23 13:12:53 ticket sendmail[2197]: j7NHCrnY002197: from=otrs(a)compserv.com, size=493, class=0, nrcpts=2, msgid=<1124817173.67302.3230221448(a)ticket.compserv.global>, relay=apache@localhost Aug 23 13:12:53 ticket sendmail[2198]: j7NHCrCA002198: from=<otrs(a)compserv.com>, size=679, class=0, nrcpts=2, msgid=<1124817173.67302.3230221448(a)ticket.compserv.global>, proto=ESMTP, daemon=MTA, relay=localhost.localdomain [127.0.0.1] Aug 23 13:12:53 ticket sendmail[2197]: j7NHCrnY002197: to=wpatterson@compserv.com,jmarcinek@compserv.com, ctladdr=otrs(a)compserv.com (48/48), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=60493, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (j7NHCrCA002198 Message accepted for delivery)Aug 23 13:12:53 ticket sendmail[2200]: j7NHCrCA002198: to=<jmarcinek(a)compserv.com>,<wpatterson(a)compserv.com>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=150679, relay=compserv.com, dsn=5.1.2, stat=Host unknown (Name server: compserv.com: no data known)Aug 23 13:12:53 ticket sendmail[2200]: j7NHCrCA002198: j7NHCrCA002200: DSN: Host unknown (Name server: compserv.com: no data known)Aug 23 13:12:53 ticket sendmail[2200]: j7NHCrCA002200: to=<otrs(a)compserv.com>, delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=31886, relay=compserv.com, dsn=5.1.2, stat=Host unknown (Name server: compserv.com: no data known) I think I don't have the relay information setup in the mail server. I'm using sendmail. Although I've configured mail server's before, I haven't set one up to relay mail to another server. Can anyone help? Thanks, James "User questions and discussions about OTRS.org" <otrs(a)otrs.org> wrote: > I'd say thats up to you. We don't have too much volume so all mail > comes to 1 address and we dispatch it from there. > > I suppose you could set up a number of addresses and have support > requests go right to a specific queue, but your end users will need > to know what to send to where. > > Volume would dictate I think > > On Aug 23, 2005, at 9:41 AM, James Marcinek wrote: > > > Thanks for the reply. > > > > I added the user information as per your info. Does each queue have > to have a > > separate email account or can one email account be used for the whole > > application? > > > > Thanks, > > > > James > > > > > > > > "User questions and discussions about OTRS.org" > > <otrs(a)otrs.org> > > wrote: > > > >> James, > >> > >> We have an Exchange mail system also here. What you'll need to do > >> is to > >> ensure that you have POP3 setup on the Exchange side as an available > >> protocol, some administrators disable this in favor of IMAP, HTTP, >> and/or > >> RPC communications. > >> > >> You will need to make the following configuration changes to your > >> Defaults.pm file > >> > >> $Self->{CheckMXRecord} = 0; (Unless you want to do DNS Lookups >> for > >> external email) > >> > >> $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; > >> $Self->{'SendmailModule::Host'} = 'IP Address of Mail Server'; > >> $Self->{'SendmailModule::AuthUser'} = 'NT User name (without >> domain)'; > >> $Self->{'SendmailModule::AuthPassword'} = 'NT User Password'; > >> > >> Samples of these configurations should be in the Kernel/Config/ > >> Defaults.pm > >> file for your reference. Also, check out the 1.3.2 documentation > >> online as > >> it provides decent instructions on getting cronjobs to work. > >> > >> Thanks, > >> > >> Brad > >> > >> > >> -----Original Message----- > >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > >> Behalf Of > >> James Marcinek > >> Sent: Monday, August 22, 2005 3:25 PM > >> To: otrs(a)otrs.org > >> Subject: [otrs] Email configuration questions > >> > >> Hello Everyone, > >> > >> I just started using OTRS and have configuration questions that I > >> hope > >> someone > >> can answer for me. I have been reading through the manual but > >> I'm not > >> getting > >> enough out of it to grab the concepts. > >> > >> I set OTRS on a CentOS 4(open source RHEL) running apache and > >> mysqld. This > >> has > >> been setup and is running. > >> > >> Our email server is on an exchange system. Although I've seen the > >> POP3 > >> settings, > >> I would appreciate it if somebody could explain how to setup > >> access to the > >> mail > >> server. If I use the web gui to create an email account do I still >> have to > >> automate a cron job to get mail? Should I use more than one email > >> account to > >> recieve mails? What mail account is used to send emails from OTRS > >> (and how > >> to > >> set it up to authenticate and send to exchange). > >> > >> Thanks, > >> > >> James > >> > >> _______________________________________________ > >> 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/ > > > > _______________________________________________ > 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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Translation in notifications
by Matthieu Dagoreau 23 Aug '05

23 Aug '05

Hi all, I am a new user to OTRS and have been configuring it to send notifications on state update. But the state appears in English and not in the language the customer account as been configured in. Is it possible to change that? The notification uses the variable "<OTRS_TICKET_State>" and the customer gets "open" or "closed"... whereas it is well translated in the web interface. Thanks in advance Matthieu

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RE: [otrs] Email configuration questions
by West, Bradley G. 23 Aug '05

23 Aug '05

James, We have an Exchange mail system also here. What you'll need to do is to ensure that you have POP3 setup on the Exchange side as an available protocol, some administrators disable this in favor of IMAP, HTTP, and/or RPC communications. You will need to make the following configuration changes to your Defaults.pm file $Self->{CheckMXRecord} = 0; (Unless you want to do DNS Lookups for external email) $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'IP Address of Mail Server'; $Self->{'SendmailModule::AuthUser'} = 'NT User name (without domain)'; $Self->{'SendmailModule::AuthPassword'} = 'NT User Password'; Samples of these configurations should be in the Kernel/Config/Defaults.pm file for your reference. Also, check out the 1.3.2 documentation online as it provides decent instructions on getting cronjobs to work. Thanks, Brad -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Marcinek Sent: Monday, August 22, 2005 3:25 PM To: otrs(a)otrs.org Subject: [otrs] Email configuration questions Hello Everyone, I just started using OTRS and have configuration questions that I hope someone can answer for me. I have been reading through the manual but I'm not getting enough out of it to grab the concepts. I set OTRS on a CentOS 4(open source RHEL) running apache and mysqld. This has been setup and is running. Our email server is on an exchange system. Although I've seen the POP3 settings, I would appreciate it if somebody could explain how to setup access to the mail server. If I use the web gui to create an email account do I still have to automate a cron job to get mail? Should I use more than one email account to recieve mails? What mail account is used to send emails from OTRS (and how to set it up to authenticate and send to exchange). Thanks, James _______________________________________________ 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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