June 2006 - otrs - OTRS mailing lists

new "note!" notifications not getting sent at all
by Isaac Gonzalez 03 Jun '06

03 Jun '06

All other agent notifications are working fine I believe.....so its not an smtp issue. Not sure where else to look. Thanks, isaac Isaac Gonzalez Systems Administrator AutoReturn Phone: (415)575-2359 Fax: (415)575-2379

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Problem with autoresponse (Field from in blank)
by Fernando Sanchez 02 Jun '06

02 Jun '06

Hello, The OTRS received the ticket by PostmasterPOP3.pl very well, but wen the aplication sends the autoresponse, the field from (Mail From) is blank, for ex: Connection with server SMTP is : Mail From:<> This field is refused by SMTP server, because is blank RCPT TO:<xyz(a)lalala.com> In the Config.pm <http://config.pm/> $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = ' x.x.x.x'; Wen i send mail by web front-end the otrs sends with the mail of queue. The error occur only the feature outoresponse. In the version 1.31 the otrs sends mail from:<otrs@localhost> That is a bug or there is a configuration where i can force this?

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See all new and open tickets in My Queues
by Guillaume Rehm 02 Jun '06

02 Jun '06

Hi all, Is it possible to configure OTRS 1.3.2 to see all your tickets (open and new state) in the queue list (my queues) ? We want to have all our tickets sort by queues (like were tickets stat is new). Is it that clear ? 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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View tickets if you are not owner
by Guillaume Rehm 02 Jun '06

02 Jun '06

Hi list, Is it possible to view in the queue view all open tickets even you are not owner of some tickets. Thanks a lot -- 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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No Notification for Tickets created in Customers Web Interface
by Bulent Oktem 02 Jun '06

02 Jun '06

Hi, I setup OTRS with several queues, My agents receive a notification for new tickets in those queues if they are created by email, however they dont receive notification if tickets are created by customers via customer web user interface. If the Customer creates them in Raw we do get Notification though. Is this normal, how can i turn on Notifications for those tickets? Thanks, Bulent Oktem

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migrating from RT to OTRS
by Brad Murdoch 02 Jun '06

02 Jun '06

I have been looking for some instruction of utilities to help with converting RT to OTRS, with no luck whatsoever...... is there anyone out there with any info on this?...... any info at all -- ------------------------------------------------------------------------------------------------------------- Brad Murdoch phone: +64 3 4793550 Infrastructure Engineer fax: +64 3 4747429 Allied Press Limited email: brad(a)it.alliedpress.co.nz Dunedin, New Zealand web: www.alliedpress.co.nz -------------------------------------------------------------------------------------------------------------

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Group Management
by Robertino Hermansson 02 Jun '06

02 Jun '06

Hi, Is it possible to add a custom field into the Group Management besides the 3 default fields. For example I would like to add a field called GroupID (customer id) when creating new groups. How is this done? And how does this affect existing groups? thanks, Robertino Hermansson

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Triggering some effect when moving Tickets
by Christian Celler 02 Jun '06

02 Jun '06

Hi, is it possible to trigger e.g. a spamassassin when moving a Ticket to the Junk-Queue? So SA can learn this new junk and filter it out in the future... (Yes, we're using SA and are already filtering by header, but if SA doesn't learn the achievement is not... measurable...) Regards Christian Celler -- http://www.4netplayers.de - http://www.4players.de

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Change ticket state
by Guillaume Rehm 02 Jun '06

02 Jun '06

Hi all, How can I change the ticket state from new to open without send an external email ? Thanks in advance for this little question. -- 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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Config.pm problem
by Steve Hill 02 Jun '06

02 Jun '06

I know that I broke something, but I now have two identical Config.pm files, one at /etc/otrs/Kernel and the other one at $HOME/Kernel. I think that I had one as a link to the other, but I can't find why I did that, nor which way the link pointed. ls of /etc/otrs/Kernel reveals total 45 drwxrwxr-x 3 www-data nogroup 216 Mar 29 17:09 Config -rw-rw-r-- 2 www-data nogroup 4831 Apr 26 16:37 Config.pm -rw-rw-r-- 1 www-data nogroup 3924 Nov 22 2005 Config.pm.dist -rw-rw-r-- 1 www-data nogroup 4786 Apr 14 16:08 Config.pm.old -rw-rw-r-- 1 www-data nogroup 4786 Apr 14 16:05 Config.pm~ drwxrwxr-x 2 www-data nogroup 664 May 10 01:36 Language -rw-rw-r-- 1 www-data nogroup 12247 Nov 22 2005 Language.pm drwxrwxr-x 2 www-data nogroup 3200 May 10 01:36 Modules lrwxrwxrwx 1 www-data nogroup 16 Mar 29 17:09 Output -> /etc/otrs/Output drwxrwxr-x 18 www-data nogroup 1680 May 10 01:36 System ls of $HOME/Kernel reveals total 24 drwxr-xr-x 2 www-data nogroup 80 Mar 29 17:09 Config lrwxrwxrwx 1 root root 32 Jun 2 03:54 Config.pm -> /usr/share/otrs/Kernel/Config.pm -rw-r--r-- 1 www-data nogroup 4308 Apr 6 02:04 Config.pm.old -rw-rw-r-- 2 www-data nogroup 4831 Apr 26 16:37 Config.pm.prelink -rw-rw-r-- 1 www-data nogroup 4814 Apr 24 15:29 Config.pm~ (I have tried it with the link going the other way, too.) I receive emails like: From otrs(a)rhinonetworksolutions.com Fri Jun 2 03:30:17 2006 X-Original-To: root@localhost From: root(a)rhinonetworksolutions.com (Cron Daemon) To: root@localhost Subject: Cron <otrs@charlie> $HOME/bin/PostMasterPOP3.pl >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/usr/share/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> Date: Fri, 2 Jun 2006 03:30:17 -0700 (PDT) Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'LogSystemCacheSize' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'Database::Type' in Config.pm found! Error: Config.pm No value for 'Database::Type' in Config.pm found! Error: Config.pm No value for 'Database::Limit' in Config.pm found! Error: Config.pm No value for 'Database::DirectBlob' in Config.pm found! Error: Config.pm No value for 'Database::Attribute' in Config.pm found! Error: Config.pm No value for 'Database::QuoteSingle' in Config.pm found! Error: Config.pm No value for 'Database::QuoteBack' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Error: Config.pm No value for 'TimeZone' in Config.pm found! Obviously, something is wrong because the values ARE defined in Defaults.pm. Please let me know if you see anything glaringly obvious. Thanks, Steve

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