April 2006 - otrs - OTRS mailing lists

Get incoming mail
by Guillaume Rehm 24 Apr '06

24 Apr '06

Hi all, I want to keep all incoming mail from a mail box. This mail box isn't on the otrs computer. I put all parameters of this POP3 account in admin zone. But I don't have mails on the selected queue. What is wrong ? Thanks in advance -- 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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Scraping data from email ticket submission into TicketFreeKey
by Brett N 23 Apr '06

23 Apr '06

Hello, I'd like to know if there is a way to scrape the email for a regex pattern and take the result into TicketFreeKey? So my email might have in it: Order: 28347284 Priority: high Due Date: 12/04/2006 I'd like to put this data into TicketFreeKey or into relevant fields. Any ideas? I can't find a way to do it... I know there are ways to do some of this with custom headers, but that's not so practical. Thanks, Brett

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Re: [otrs] No tickets coming into Queue
by Brigitte Calderwood 21 Apr '06

21 Apr '06

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No tickets coming into Queue
by calderwood＠lesd.k12.az.us 21 Apr '06

21 Apr '06

Please help. If anyone can tell me what I am doing wrong! I had to reinstall OTRS 2.04 on a windows 2003 box. It crashed a few days ago...we still don't know why...maybe 3 admin users in at once..not sure. Now we reintalled and setup all groups, users, roles, queues. Emails are setup..etc. If we send in a help ticket, it doesn't seem to come in to the correct queue...sometimes it ends up in the raw queue. Very Frustrated! Thanks in advance for any help. Brigitte Calderwood LESD 79

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HowTo stop Admin from re-opening tickets
by JC Boursiquot 21 Apr '06

21 Apr '06

Everytime I close a ticket, the system re-opens the case. Has anyone ran into this problem? Any help will be greatly appreciated. -- JC Boursiquot

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what am I doing wrong now?
by John Baker 21 Apr '06

21 Apr '06

Hi Thanks for your help so far. I went through your instructions and this time mail just started getting kicked back with this as the reason. Does this mean its not running right or is it a permission problem? I did try changing permissions on Ticketcounter.log to no avail. smrsh: "PostMaster.pl" not available for sendmail programs (stat failed) 554 5.0.0 Service unavailable and this message goes to root under both of these headers N 1 root(a)localhost.local Wed Apr 19 13:10 24/2321 "Cron <otrs@localhost> $HOME/bin/GenericAgent.pl -c db >> /dev/nu" N 2 root(a)localhost.local Wed Apr 19 13:10 24/2321 "Cron <otrs@localhost> $HOME/bin/PostMasterPOP3.pl >> /dev/null Can't locate Kernel/Config.pm in @INC (@INC contains: /var/www/otrs/Kernel/cpan-lib /var/www/otrs /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /var/www/otrs//bin/GenericAgent.pl line 40. BEGIN failed--compilation aborted at /var/www/otrs//bin/GenericAgent.pl line 40

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Response format
by Alina Florea 21 Apr '06

21 Apr '06

Hello, When I replay to an email I have my answer always at the and of the original message. Do you know what I have to modify in the configuration in order to have my answer before the original message? Thanks. Alina.

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WebMail Module
by kiryl 20 Apr '06

20 Apr '06

Hey guys i have setup this ticketing software 2.0.4 my customer support loves this very much. However we are hacing problems with Wemail module 0.9.9 For some reason we are able to retrieve list of emails, however when you click on the email there is nothing displayed as a body. I have tested with other version of imap server and it seemed to work, is there are differerences how this module comunicate with different versions of currier imap? Any hints? Also i was never been able to get list of folders from any imap server i have tested with. Thanks. Kiryl.

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OTRS and an external db backend
by Mike McGrath 20 Apr '06

20 Apr '06

I've got a non otrs customer database with username and password in it, I think I've got everything right in my configs but the passwords in the database are stored clear text, and unfortunately for the time being will stay that way. Is there a way to have OTRS read password info from the database where the password info is clear text? -Mike

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utf-8/unicode problems
by The Anarcat 20 Apr '06

20 Apr '06

Hi, After many problems, I have finally been able to setup OTRS with UTF-8 as the DefaultCharset. I originally installed OTRS without unicode support and with perl5.6 and that cause problems when I moved to unicode because the database was in SQL_ASCII. This is all fixed now (perl 5.8, unicode in the database, DefaultCharset=utf-8), but now I'm seeing problems in the mails sent by OTRS. The notifications are sent in the ISO-8859-15 encoding, which is causing obvious problems because the content of the email is actually unicode. Also, the responses sent to customers is sent with unicode headers, but doesn't show up properly in Thunderbird, even though thunderbird thinks the mail is indeed unicode. The first attached message is a typical autoresponse and has a iso-8859-15 encoding. The second attached message is a response done by an agent and has the following encoding: Content-Type: text/plain; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: 8bit Any help would be appreciated because right now all responses from my agents go out corrupted. A.

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