March 2006 - otrs - OTRS mailing lists

customers and groups
by Isaac Gonzalez 03 Mar '06

03 Mar '06

by default it seems like customers can only create tickets to queues that are in the "users" groups. How do I let users create tickets for other queues I create outside of the users groups, as there are no permissions(both ro and rw are not checked) assigned to the customers for the users group, when I go to the customers <-> groups admin rollup? thanks, Isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379

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Modify notification emails to include attachments
by Mobeen Azhar 02 Mar '06

02 Mar '06

I am using OTRS 2.0.4 on a SuSE 10 box. I have the system setup to send out notification emails when a new ticket is created. I would like to set it up so that the email also includes any attachments that may have been put into the ticket. I see various tags that are available for customizing the email, but cannot find one for attachments. Is it possible to do this, and if so, how? Thanks in advance for any help, --Moby

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RE: [otrs] Otrs problems[Scanned]
by Danie Theron 02 Mar '06

02 Mar '06

Hi Gawliczek , Just a few questions beforehand : 1.) What mail system are you running (Exchange , Linux )? 2.) What are you running OTRS on? (Win32 , Linux , FreeBSD) ? 2.) How are you fetching the mails in OTRS ( PostmasterPOP3 , fetchmail )? 3.) Check your System Log to see if you get any errors when fetching mails We've had the problem where when using the PostmasterPOP3 method , it just hangs randomly. The workaround , and I must say this only worked for a while , was to add the "-f 1" option , in other words in your cron job you have setup "/opt/otrs/bin/PostmasterPOP3.pl -f 1" to force it. I eventually reverted to forwarding our mail to our secondary (backup) email server , which is running Kolab and this seems to have sorted all our problems. The problem we had was , if the Information Store on our Exchange went down , OTRS went down so I eliminated that issue by forwarding it to our Kolab mail server. I'm not saying build a whole new mail system just for OTRS , just giving you my experiences. Just to add , and I hope I'm not offending anyone , I did not get much joy from the list with this problem. It seems either I asked the wrong way , or everyone just went "Oh it's THAT problem again , let him RTFM". To solve your email size limit , goto your SysConfig in the Admin web gui , search for "size" , it's in Postmaster::Core. You can up your mail size limit there , as well as the amount of mails OTRS fetches (default 20) , I would recommend setting it to like a 100. HTH Daniel > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Gawliczek Pawel > Sent: 01 March 2006 06:50 PM > To: otrs(a)otrs.org > Subject: [otrs] Otrs problems[Scanned] > > Hello, > > A while ago in our company we have started using OTRS as main support > system. > > Structure is as follows: > customer sends an email to account A, from there it is forwarded to > account B, where OTRS is downloading it. > Unfortunately lately we have encountered that on OTRS no all mails were > visible (comparing to mails on account A). Those missing mails don't > have any special characters which might have caused any problems to the > system. > Have any one met such a problem ? If yes, is there any workaround ? > > Additional question: how to overcome the problem with emails grater than > 6 MB. > > I would really appreciate any ideas. > > Cheers > Gawliczek Pawel > _______________________________________________ > 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 fr Ihr OTRS System? > => http://www.otrs.de/

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RE: [otrs] Re: Attaching large files via Customer web interface.
by Thomas Nilsen 02 Mar '06

02 Mar '06

You're quite right. The httpd daemon should not crash as a result - but in any case, it could give rather strange results. In the cases i've seen and tested, IE would return a DNS error - which if course had nothing to do with it. But anyway, I suggest you bump up the error logging on Apache and see if that can give you any clues. thomas -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Dave Hill Sent: Wednesday, March 01, 2006 11:42 AM To: otrs(a)otrs.org Subject: [otrs] Re: Attaching large files via Customer web interface. Hi Thomas, no, there is no limit in the httpd config files that I can find. Also, if there was such a limit, surely some sort of error would occur rather than the daemon committing suicide? I'll do some more playing around, I'll try setting that variable and see if I at least get a sensible error message. Also I'll try restricting the size in OTRS similarly. We don't really *want* people to attach large documents, but we *do* want it to fail gracefully and not DoS the server! Dave -- Dave Hill Newnham Research Ltd _______________________________________________ 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/ DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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multiple agents on one ticket
by Zaeem Arshad 02 Mar '06

02 Mar '06

Aloha all, I have got a simple question. How multiple agents can reply on one ticket and is there any possibility to assign ticket to an agent ? -- ZA

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How to begin on statistic framework
by Alexander Scholler 02 Mar '06

02 Mar '06

Hi there, I would like to build my own statistic analysis within the statistic framework of OTRS, located in ~/Kernel/System/Stats. I don't know how to start. Can anybody give me a hint? Bye, Alex

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Otrs problems
by Gawliczek Paweł 01 Mar '06

01 Mar '06

Hello, A while ago in our company we have started using OTRS as main support system. Structure is as follows: customer sends an email to account A, from there it is forwarded to account B, where OTRS is downloading it. Unfortunately lately we have encountered that on OTRS no all mails were visible (comparing to mails on account A). Those missing mails don't have any special characters which might have caused any problems to the system. Have any one met such a problem ? If yes, is there any workaround ? Additional question: how to overcome the problem with emails grater than 6 MB. I would really appreciate any ideas. Cheers Gawliczek Pawel

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Only print the current email of an request
by Daniel Ciaglia 01 Mar '06

01 Mar '06

Hi, is it possible print only the current email of an request? The reason behind this: request can really grow (about 20-40 emails) and the printout always contains the whole communication not only the email I'm looking at. If that's not possible at the moment, where shall I start to make changes in the code? DU, Daniel -- .oO(>-------------------------------v----------------------------<)Oo. | Daniel Ciaglia | "Count the Moon." | | daniel [at] ciaglia [dot] de | "One." | | >> Knowledge Brings Fear << | "Whoa...." |

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Attaching large files via Customer web interface.
by Dave Hill 01 Mar '06

01 Mar '06

Hi I, like lots of people it would appear, am having trouble with attaching large files to tickets. In my case, I am only testing OTRS and I have found that if you try to create a ticket and attach a file of more than 5Mb, then the Apache process handing the request goes into a loop and eats all the available memory until the Linux OOM killer terminates it. I have changed the MySQL config variable from 1M to 10M (before doing this, I got the "Got a bigger packet" message) and I can successfully attach a 4.8Mb file. I have now changed the Ticket::Storage config to use the FS module and the same thing still happens, a 4.8Mb attachment works and is stored in the file system, a 5.7Mb attachment causes the Apache process to die. Something the same was briefly discussed in http://www.mail-archive.com/otrs@otrs.org/msg04089.html but that got sidetracked into browsers and firewalls etc. Running OTRS 2.0.4 on Suse Linux 9.3. Dave -- Dave Hill Newnham Research Ltd

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RE: [otrs] Attaching large files via Customer web interface.
by Thomas Nilsen 01 Mar '06

01 Mar '06

Check the apache config setting for LimitRequestBody. This is the control mechanism in apache for the maximum size of any POST data. Default is 0 - which means no limits. Most likely, this is set to a 5 MB limit in httpd.conf on your web server. Regards, Thomas >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]On Behalf Of >Dave Hill >Sent: Tuesday, February 28, 2006 6:11 PM >To: otrs(a)otrs.org >Subject: [otrs] Attaching large files via Customer web interface. > > >Hi > >I, like lots of people it would appear, am having trouble with >attaching >large files to tickets. > >In my case, I am only testing OTRS and I have found that if you try to >create a ticket and attach a file of more than 5Mb, then the Apache >process handing the request goes into a loop and eats all the >available >memory until the Linux OOM killer terminates it. > >I have changed the MySQL config variable from 1M to 10M (before doing >this, I got the "Got a bigger packet" message) and I can successfully >attach a 4.8Mb file. > >I have now changed the Ticket::Storage config to use the FS module and >the same thing still happens, a 4.8Mb attachment works and is >stored in >the file system, a 5.7Mb attachment causes the Apache process to die. > >Something the same was briefly discussed in >http://www.mail-archive.com/otrs@otrs.org/msg04089.html but that got >sidetracked into browsers and firewalls etc. > >Running OTRS 2.0.4 on Suse Linux 9.3. > >Dave > >-- >Dave Hill >Newnham Research Ltd > >_______________________________________________ >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/ > DISCLAIMER: This message contains information that may be privileged or confidential and is the property of the Roxar Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorised to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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