April 2006 - otrs - OTRS mailing lists

FW: emails
by Mamakwa M. Sefiri 26 Apr '06

26 Apr '06

I have avtivated CustomerGroupSupport, and I still can not receive emails into the otrs. Please advice Thanks Mamakwa _____ From: Mamakwa M. Sefiri Sent: 25 April 2006 03:13 PM To: User questions and discussions about OTRS.org Subject: emails Good day Please can someone help me I am tying to get email onto system, I tried activating the CustomerGroupSupport with this line $Self->{'CustomerGroupSupport'} = '0'; in Config.pm but it is not working, it works when I run cat ../doc/test-email-1.box|./PostMasterPOP3.pl and I do not think I have to always do that to get emails onto the system. I have Installed otrs2.0.4 on SUSE Linux Thanks Mamakwa

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changing FQDN Full qualified domain name of your system
by Koning, Rene 26 Apr '06

26 Apr '06

Hi, Why can't I change the FQDN: Full qualified domain name of your system? When I make a change and save it, nothing happens, the old settings are still there. I make the changes in Config Options: Framework -> Core Greetings, René Koning ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange.

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State-change after follow-ups
by Alexander Scholler 26 Apr '06

26 Apr '06

Hi all, just for your information... With PostmasterFollowUpState you can set a state that should be assigned to tickets that received a follow-up. For me, it's very important to distinguish between follow-ups on opened and already closed tickets - that's not possible with OTRS. So I mad the following extension to realize different follow-up-states: Added to ~/Kernel/Config/Files/Ticket.xml to make a new follow-up-state for closed tickets available over the SysConfig-GUI. ##_ extra Status fuer die Wiedereroeffnung geschlossener Tickets <ConfigItem Name="PostmasterFollowUpStateClosed" Required="1" Valid="1"> <Description Lang="en">The state if a ticket got a followup and was closed.</Description> <Description Lang="de">Status fr ein Ticket, für das ein Followup eintrifft das derzeit geschlossen ist.</Description> <Group>Ticket</Group> <SubGroup>Core::PostMaster</SubGroup> <Setting> <String Regex="">open</String> </Setting> </ConfigItem> ##_ ende Edited ~/Kernel/System/PostMaster/FollowUp.pm about line 100 to consider the new parameter. $Self->{LogObject}->Log( Priority => 'notice', Message => "Ticket [$Param{Tn}] unlocked, current owner is invalid!", ); } # set state ##_ FollowUpState soll unterschiedlich sein, je nachdem ob Ticket bereits geschlossen ist oder nic ht ##_ my $State = $Self->{ConfigObject}->Get('PostmasterFollowUpState') || 'open'; my $State = $Self->{ConfigObject}->Get($Ticket{StateType} =~ /^close/i ? 'PostmasterFollowUpStateClosed' : 'PostmasterFollowUpState') || 'open'; ##_ Ende if ($GetParam{'X-OTRS-State'}) { $State = $GetParam{'X-OTRS-State'}; } That's all - it works fine. With this posting, I hope that this feature would be implemented in some future official releases of OTRS. Bye, Alex

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Pb to receiving mail
by Guillaume Rehm 26 Apr '06

26 Apr '06

Hi all, I have a problem to keep incoming mail into OTRS. I'm run OTRS 1.3.2 on Debian sarge with Active Directory integration. When I run /usr/share/otrs/bin/PostmasterPOP3.pl I have this error message: Can't use string ("mail") as an ARRAY ref while "strict refs" in use at /usr/share/otrs/Kernel/System/CustomerUser/LDAP.pm line 161, <DATA> line 225. If I don't use Active Directory integration I receive correctly message into OTRS. The POP3 account use to keep incoming mail is also an active directory account with mail property set. As anyone have any idea ? Thanks in advance for your help. Best Regards, -- Guillaume REHM Service Informatique Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 43 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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PostMasterPOP3.pl UTF-8 problem
by Brendan Humphreys 26 Apr '06

26 Apr '06

Hello, We've upgraded from OTRS 1.3.x and now PostMasterPOP3.pl is occasionally falling over with this error: Wide character in syswrite at /usr/lib/perl5/5.8.8/Net/Cmd.pm line 436 I've attached the full output from PostMasterPOP3.pl at the end of this email. We are running: OTRS 2.0.4 Perl v5.8.8 mysql Ver 14.12 Distrib 5.0.18 Linux version 2.6.15-1.2054_FC5 Config.pm has: $Self->{'DefaultCharset'} = 'utf-8'; googling for this error message I found this open bug for perl: http://rt.cpan.org/Public/Bug/Display.html?id=18589 At the moment this is a major problem for us because we get so much spam that contains non-ascii chars, and each one causes PostMasterPOP3.pl to fall over and leave it's processID in the database, which in turn means that it won't run again, because we get this error: Can't create PID PostMasterPOP3, because it's already running If there is any patch we can apply or other way to fix the problem it would be much appreciated, because at the moment the only solution is to go into the mailbox feeding OTRS and manually delete the offending emails, which is a huge headache. Cheers, -Brendan ----------------- $ ./PostMasterPOP3.pl -f 1 -d 2 Notice: PostMasterPOP3.pl is already running but is starting again! Message 1/80 (otrs(a)xxxxxxxxx.com) Sub part(1/1)! ->GotArticle::Atm: 'file-1' 'text/html; charset="iso-2022-jp"' New Ticket created! TicketNumber: 2006042510000211 TicketID: 15607 Priority: 3 normal State: new CustomerID: ammy6017295(a)hotmail.com CustomerUser: ammy6017295(a)hotmail.com Wide character in syswrite at /usr/lib/perl5/5.8.8/Net/Cmd.pm line 436.

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RE: [otrs] Viewing ALL tickets
by Tom French 25 Apr '06

25 Apr '06

Thanks for the heads-up, I see that I needed to go into that queue from the view you mentioned, and yes there was a number showing the number of tickets, click on that number and.. voila Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 Ph. 407-678-3388 ext.208 Fax 407-678-8008 tfrench(a)deicorp.net www.deicorp.net The information transmitted (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is intended only for the person(s) or entity/entities to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, April 25, 2006 12:00 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Viewing ALL tickets Tom French wrote: > I have read the doc.s , unfortunately, it does not help me see the > tickets. > I am a user and added myself to the admin group. When I log in, I > only see the tickets assigned to myself. i.e. "My Own Queue" > > Can you give me a procedure (short) to make sure it is correct. When I login (I am in the admin group) I see a list of my locked tickets. There's a link under the header 'Queue: My Queues' to 'All tickets: [some number]'. I can click that number and get a listing of all tickets. The link takes me to /otrs/index.pl? Action=AgentTicketQueue&QueueID=0&ViewAll=1 > We do have a few tickets outstanding that have not been acted upon, > as I have logged in with the customer credentials, and saw them in > their queue. Check out automatic unlocking (http://doc.otrs.org/2.0/en/html/ x1362.html) and ticket escalation (http://doc.otrs.org/2.0/en/html/ x1379.html) to see if those could help. Nils Breunese. _______________________________________________ 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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Viewing ALL tickets
by Tom French 25 Apr '06

25 Apr '06

Nils, I have read the doc.s , unfortunately, it does not help me see the tickets. I am a user and added myself to the admin group. When I log in, I only see the tickets assigned to myself. i.e. "My Own Queue" Can you give me a procedure (short) to make sure it is correct. We do have a few tickets outstanding that have not been acted upon, as I have logged in with the customer credentials, and saw them in their queue. Thanks Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 Ph. 407-678-3388 ext.208 Fax 407-678-8008 tfrench(a)deicorp.net www.deicorp.net The information transmitted (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is intended only for the person(s) or entity/entities to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, April 25, 2006 9:46 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Deleting new tickets Tom French wrote: > Can you explain what is the Generic Agent, or how one gets to it > via the GUI. > i.e. what is the url looklike. I have been trying to see ALL the > open tickets that our agents have, and this might be the trick. Please take a look at the documentation first: http://doc.otrs.org/2.0/en/html/x1124.html Nils Breunese. _______________________________________________ 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] trouble installing
by Brett Gruchow 25 Apr '06

25 Apr '06

This might have been the problem on the Core4 box, but now we are onto the Windows machine. We happen to be a windows shop and the powers that be want me to use IIS, Since I am the only one (and new) in the shop that know anything about Linux. Brett Gruchow Infrastructure Systems Engineer bgruchow(a)myweather.net Office: 608-441-0400 ext. 657 Mobile: 608-345-9791 Fax: 608-441-0101 MyWeather, LLC, 401 Charmany Drive, Suite 200, Madison, WI 53719 www.myweather.net -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, April 25, 2006 8:10 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] trouble installing Brett Gruchow wrote: > After not getting it to run on core 4 due to what I thought was an > apache issue, I was asked to get it running on IIS windows to see > if it made any difference. Maybe the issue described in http://lists.otrs.org/pipermail/otrs/ 2006-January/010033.html ? Nils Breunese. _______________________________________________ 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] Deleting new tickets
by Tom French 25 Apr '06

25 Apr '06

Nils, Thanks for the link, my questions is still not answered, and I may not be presenting it correctly. What agent has FULL access to see ALL the tickets that any user has in their queue.? Or, is there a agent I can create and give them the right to see all tickets of everyone.? Sort of a super user. Danke Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 Ph. 407-678-3388 ext.208 Fax 407-678-8008 tfrench(a)deicorp.net www.deicorp.net The information transmitted (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is intended only for the person(s) or entity/entities to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, April 25, 2006 9:46 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Deleting new tickets Tom French wrote: > Can you explain what is the Generic Agent, or how one gets to it > via the GUI. > i.e. what is the url looklike. I have been trying to see ALL the > open tickets that our agents have, and this might be the trick. Please take a look at the documentation first: http://doc.otrs.org/2.0/en/html/x1124.html Nils Breunese. _______________________________________________ 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] Deleting new tickets
by Tom French 25 Apr '06

25 Apr '06

Alex, Can you explain what is the Generic Agent, or how one gets to it via the GUI. i.e. what is the url looklike. I have been trying to see ALL the open tickets that our agents have, and this might be the trick. Thanks Tom French Network Administrator DEI Services Corp. 7213 Sandscove Court Suite One Winter Park, FL 32792 Ph. 407-678-3388 ext.208 Fax 407-678-8008 tfrench(a)deicorp.net www.deicorp.net The information transmitted (including attachments) is covered by the Electronic Communications Privacy Act, 18 U.S.C. 2510-2521, is intended only for the person(s) or entity/entities to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient(s) is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Scholler Sent: Tuesday, April 25, 2006 1:01 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Deleting new tickets Hi Aaron, aaron schrieb: > Is there any danger in using the following method to wipe out new > (untouched) tickets? > > DELETE FROM ticket WHERE queue_id = 123 AND ticket_state_id = 456; I think you get rid of the tickets you aim to with this method, but other informations of the tickets (e.g. attachments) won't be deleted with this method. You should use the Generic Agent instead, that's safer and cleaner. Use the WebGUI of the agent or see ~/Kernel/Config/GenericAgent.pm.examples (here 'delete'). > aaron Bye, Alex _______________________________________________ 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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