April 2006 - otrs - OTRS mailing lists

still problems to receive mails
by Mercator GmbH 06 Apr '06

06 Apr '06

No answer yet, so I am posting this again... Since yesterday, I do NOT get ANY new mails with OTRS. I have NOT changed anything, neither on the server (my own one), nor in the config !!!! Just out of a sudden I don´t receive almost no mails... In the logfile I can see 2 or 3 mails, but on the server, there are still 130 mails that should have been downloaded from OTRS !!! I am still using a rather old version: 1.3.2 But without any problems until tonight!! I NEED to receive my mails!! I can send without any problems. WHAT could be wrong? Please contact me at: info(a)mercator.net Thanks, Marc

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Diff Between "Notifications" and "Auto Responses"
by KartheeK 06 Apr '06

06 Apr '06

Hello All, I am confused about the difference between "Notifications" and "Auto Responses". Anybody Please do clarify this for me. Regards, KartheeK --------------------------------- Jiyo cricket on Yahoo! India cricket Yahoo! Messenger Mobile Stay in touch with your buddies all the time.

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RE: [otrs] agents not receiving any new ticket notifications
by Isaac Gonzalez 06 Apr '06

06 Apr '06

I figured this out.... I needed to highlight the listings under my queues and then hit update. sorry for flagging this easy user error as a bug. The only other issue I also seem to be having is that the autoresponses are not working....but I will try and dig a tad deeper.. thanks for all the help. -Isaac ________________________________ From: otrs-bounces(a)otrs.org on behalf of Isaac Gonzalez Sent: Wed 4/5/2006 12:05 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] agents not receiving any new ticket notifications Christian, did you open the image that I attached previously? I just wanted to be sure that this was not abnormal before I reported it on bugzilla. As I said before, the "my queues" shows 0, but I can see other queues that have items in it. For example, the Raw queue currently has 7 in its queue. I have the Raw queue listed under "my queues" within my user preferences. But when I log into the admin section and look under the queues, the "my queues" count is at 0. I do see the raw queues listed underneath the "my queues", as in the picture, but not sure if the "my queues" should show a count or not. If it should, then this is probably why we aren't getting any agent notifications. ________________________________ From: otrs-bounces(a)otrs.org on behalf of Christian Schoepplein Sent: Wed 4/5/2006 2:15 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] agents not receiving any new ticket notifications Hello, On Tue, Apr 04, 2006 at 03:59:34PM -0700, Isaac Gonzalez wrote: >I think I found the problem. > >For some reason, nothing goes into "my queues"....(see attached) > >Even though I can see the ticket within a subqueues of this, the my queues count is at 0 even if I drop a ticket into a queue that is listed under my queues. Please open a bug report on this issue on http://bugs.otrs.org and add as many infos as possible. I try to reproduce the problem as fast as possible, but without the report I'll forget it for sure :(. So adding bugs into our bugzilla is the best way to report problems, even if we can respond lately. >Isaac Gonzalez Best regards and thank you very much for the help, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

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Changing the visibility of Queues
by Prafulla Kumar H.S. 06 Apr '06

06 Apr '06

Hi, Is it possible to configure queues in such a manner that only a specific person can see the requests submitted by the customers. Example: Queue Name is Finance Requirement: Only the user by name "Finance Manager" should be able to see the contents of the queue. Current Scenario: All the other users (ticket handlers) can see the requests received through this queue. Thanks, Prafulla

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RE: [otrs] agents not receiving any new ticket notifications
by Isaac Gonzalez 05 Apr '06

05 Apr '06

Christian, did you open the image that I attached previously? I just wanted to be sure that this was not abnormal before I reported it on bugzilla. As I said before, the "my queues" shows 0, but I can see other queues that have items in it. For example, the Raw queue currently has 7 in its queue. I have the Raw queue listed under "my queues" within my user preferences. But when I log into the admin section and look under the queues, the "my queues" count is at 0. I do see the raw queues listed underneath the "my queues", as in the picture, but not sure if the "my queues" should show a count or not. If it should, then this is probably why we aren't getting any agent notifications. ________________________________ From: otrs-bounces(a)otrs.org on behalf of Christian Schoepplein Sent: Wed 4/5/2006 2:15 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] agents not receiving any new ticket notifications Hello, On Tue, Apr 04, 2006 at 03:59:34PM -0700, Isaac Gonzalez wrote: >I think I found the problem. > >For some reason, nothing goes into "my queues"....(see attached) > >Even though I can see the ticket within a subqueues of this, the my queues count is at 0 even if I drop a ticket into a queue that is listed under my queues. Please open a bug report on this issue on http://bugs.otrs.org and add as many infos as possible. I try to reproduce the problem as fast as possible, but without the report I'll forget it for sure :(. So adding bugs into our bugzilla is the best way to report problems, even if we can respond lately. >Isaac Gonzalez Best regards and thank you very much for the help, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

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cron jobs
by Cody Grosskopf 05 Apr '06

05 Apr '06

I was looking through recent postings and saw some conversation about the cron jobs being installed. Just out of curiosity i was wondering what jobs are crucial? Which ones can i live with out. I am asking because for some reason i cannot get them to work all of them return errors saying permission denied i am almost 100 percent sure it is because the user that runs the job and the user that has permission to those files are different. Anyway about everyday i get about 1000+ messages in /var/mail/root saying Date: Wed, 5 Apr 2006 09:30:01 -0600 (MDT) From: Cron Daemon <root(a)fixit.wusd.org> To: root(a)localhost.wusd.org Subject: Cron <otrs@fixit> $HOME/bin/PostMasterPOP3.pl >> /dev/null /bin/sh: /opt/otrs/bin/PostMasterPOP3.pl: Permission denied any ideas?

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User Permissions: Close Only.
by Gian Marco Fenu 05 Apr '06

05 Apr '06

Hi all, Is there any way to have a user permission level that allow users to ONLY CLOSE pending tickets ? Thanks for support Gian Marco

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a few questions
by alan.mckeown＠joraph.com 05 Apr '06

05 Apr '06

Hello, We are investigating using OTRS as a helpdesk tool to manage some of our customers. There are just a few questions that I would like to ask in the first instance. 1 - I cannot find where you would add a 'customer' although you can add customer contacts (customer users). Are customers defined as groups? 2 - If I have 1 customer with say 5 sub divisions how would this best be set-up. 3 - is there a way to change the length of the ticket number ie remove that date field from it. best regards Alan. -- This message has been scanned for viruses and dangerous content by MailScanner, and is believed to be clean.

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RE: [otrs] agents not receiving any new ticket notifications
by Isaac Gonzalez 05 Apr '06

05 Apr '06

I think I found the problem. For some reason, nothing goes into "my queues"....(see attached) Even though I can see the ticket within a subqueues of this, the my queues count is at 0 even if I drop a ticket into a queue that is listed under my queues. Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Isaac Gonzalez Sent: Tuesday, April 04, 2006 12:52 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] agents not receiving any new ticket notifications We are already using SMTP. Marc, we are not receiving any agent notifications at all. We have group support enabled, and the CustomerGroupAlwaysGroups are customers, users, and info. All users belong to the users group. When they create a ticket via the web interface, all the queues that they have available to send to are also members of the users group. When they send an email, it goes to the raw queue which is a member of the admin group. Even if I move a ticket to another agent's queue, we still do not receive a notification. Only customers are receiving their notifications. This is similar to Marc's reported bug, but still slightly different. -Isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jerome Alet Sent: Tuesday, April 04, 2006 11:50 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] agents not receiving any new ticket notifications On Tue, Apr 04, 2006 at 11:44:25AM -0700, Isaac Gonzalez wrote: > how would one check to see if this is already configured? Here are some lines from /etc/otrs/Kernel/Config.pm --- CUT --- $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'localhost'; $Self->{'SendmailModule::Port'} = '25'; --- CUT --- Replace 'localhost' with the hostname of your SMTP server. hoping this helps Jerome Alet _______________________________________________ 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] agents not receiving any new ticket notifications
by Isaac Gonzalez 04 Apr '06

04 Apr '06

We are already using SMTP. Marc, we are not receiving any agent notifications at all. We have group support enabled, and the CustomerGroupAlwaysGroups are customers, users, and info. All users belong to the users group. When they create a ticket via the web interface, all the queues that they have available to send to are also members of the users group. When they send an email, it goes to the raw queue which is a member of the admin group. Even if I move a ticket to another agent's queue, we still do not receive a notification. Only customers are receiving their notifications. This is similar to Marc's reported bug, but still slightly different. -Isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jerome Alet Sent: Tuesday, April 04, 2006 11:50 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] agents not receiving any new ticket notifications On Tue, Apr 04, 2006 at 11:44:25AM -0700, Isaac Gonzalez wrote: > how would one check to see if this is already configured? Here are some lines from /etc/otrs/Kernel/Config.pm --- CUT --- $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'localhost'; $Self->{'SendmailModule::Port'} = '25'; --- CUT --- Replace 'localhost' with the hostname of your SMTP server. hoping this helps Jerome Alet _______________________________________________ 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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