July 2006 - otrs - OTRS mailing lists

Still Need Help
by Aaron Blackwell 11 Jul '06

11 Jul '06

Ok guys i still need some help on this, i need otrs to read the customer number from the subject line of the email via pop on the windows platfor. i know it has to be done via the pop filtering but what do i need to put in and where in that page. Thanks for the help, i need it badly. _________________________________________________________________ Dont just search. Find. Check out the new MSN Search! http://search.msn.click-url.com/go/onm00200636ave/direct/01/

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FAQ
by Mamakwa M. Sefiri 10 Jul '06

10 Jul '06

Please advice, I can't search on FAQ Thanks MAmakwa

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Database upgrade 1.2.4 to 2.0.4
by Dave Owen 10 Jul '06

10 Jul '06

Hi there, I have done a new installation of version 2.0.4 and imported a database from version 1.2.4. I ran DBUpdate-to-2.0.mysql.sql and it mostly worked, except for this: There are no queues shown in the "From:" menu when I compose a new message and I can't edit queues. I get the following errors: -------------------------------- Found no $ID for 5! -------------------------------- Unknown column 'q.default_sign_key' in 'field list', SQL: 'SELECT q.name, q.group_id, q.unlock_timeout, q.system_address_id, q.salutation_id, q.signature_id, q.comments, q.valid_id, q.escalation_time, q.follow_up_id, q.follow_up_lock, sa.value0, sa.value1, q.id, q.move_notify, q.state_notify, q.lock_notify, q.owner_notify, q.default_sign_key FROM queue q, system_address sa WHERE q.system_address_id = sa.id AND q.id = 5' -------------------------------- Any help much appreciated. Dave Owen

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ERROR: "DBI::db=HASH(0x8615e80)->disconnect invalidates...Kernel/System/DB.pm"
by s taylor 07 Jul '06

07 Jul '06

Hello. What is this error and how to correct it? It shows up in the error logs upon loading customer.pl or index.pl. I created a bug report since I've seen this in the mailing list twice (May 2006; 2 different people) without an answer. I think it may be interfering with a customization I'm working on. Upon loading index.pl: ~~~~~~~~~~~~~~~~~~ index.pl: DBI::db=HASH(0x8640064)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /usr/opt/public_html/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 219. ~~~~~~~~~~~~~~~~~~ Upon loading customer.pl: ~~~~~~~~~~~~~~~~~~ customer.pl: DBI::db=HASH(0x8615e80)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /usr/opt/public_html/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 219. ~~~~~~~~~~~~~~~~~~ Thanks.

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More Pop Filtering
by Aaron Blackwell 07 Jul '06

07 Jul '06

Thanks for the help, i know however that it would be in pop filtering, but what Header Value should i select for match and set (X-OTRS-CustomerNO)? and what value should i use to do this. I appreciate the Help _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today - it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/

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Fetchmail not working
by Joe Fusco 07 Jul '06

07 Jul '06

I have an IMAP mailbox that I'm trying to pull mail from. I was originally using a Windows host but switched to Linux (Fedora Core 5) when I discovered that OTRS under Windows cannot retrieve mail from an IMAP mailbox. I have the system set up and sending mail just fine. I edited the example IMAP fetch line in .fetchmailrc to: poll [mailserver] protocol IMAP port 993 plugin "openssl s_client -connect %h:%p" user helpdesk pass [pwd] is helpdesk here (the elements in [] were removed for security) I have helpdesk set up as a user in OTRS. When I try to run fetchmail -a, as it says in the OTRS documentation, I receive the following: gethostbyname failed for static-host Name or service not knownCannot find my own host in hosts database to qualify it! Trying to continue with unqualified hostname. DO NOT report broken Received: headers, HELO/EHLO lines or similar problems! DO repair your /etc/hosts, DNS, NIS or LDAP instead. fetchmail: no mailservers have been specified. The documentation says "a working SMTP configuration on the OTRS machine is required." Could that be my problem? How do I tell if I have a working SMTP configuration or not? If that's not my problem, does anyone have any suggestions? Also, would it be better to pull mail from my hosted Exchange server or set up the OTRS host as a mail server as well and just grab mail directly? Any help/advice is appreciated. ====================== Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.7129 Cell: 405.612.8040 PLEASE NOTE NEW EMAIL ADDRESS Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

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Ms Exchange SMTP
by Sid 07 Jul '06

07 Jul '06

Hi, I've configured my otrs 2.04 like this : One debian server with otrs and postfix as mail system. All users have windows and use MS exchange 2000. To make work email-creating tickets, I've set mail system (Exchange) to check our dns first. I've created a dns zone and a mx record for my otrs server. It worked fine. But today, some users can't send mail to some users. We must deliver directly to the smtp server of our provider. Email creating ticket doesn't work anymore because smtp and dns provider can't resolve my otrs domain. Can you tell how can I setup mail system (postfix) to collaborate with exchange, goal is users send a mail to a mailbox (or a contact) and a ticket is created ? Thanks You ! Olivier

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beginners question
by Herbert Mueller 07 Jul '06

07 Jul '06

hallo I just start using otrs when ever I try to compose an email-answer and klick on "empty answer" I get this default "from field" shown in the attchement, that produces an error. Where can I change the default from field? in the admin area "email adresses" I could not delete or replace this default adress where can one change the different default adresses Greetings Herbert Mueller ------------------------------ Dr.Herbert Mueller Physikdepartment Z30 85748 Garching Tel 089 289 12391 FAX 089 289 12296

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how to configer pop3
by Herbert Mueller 07 Jul '06

07 Jul '06

hallo can someone help me how can one setup nonstandard ports for the pop server how to configer ssl settings for secure pop thanks in advance Gruss Herbert Mueller ------------------------------ Dr.Herbert Mueller Physikdepartment Z30 85748 Garching Tel 089 289 12391 FAX 089 289 12296

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Mail Filtering on windows otrs 2.0
by Aaron Blackwell 07 Jul '06

07 Jul '06

Is there a way to filter mail on windows otrs 2.0 via the subject line. I want to have customers be able to put their customer number in the subject line and it tag it reguardless of their email address. _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today - it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/

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