July 2006 - otrs - OTRS mailing lists

Receiving mail - HTML format(correction)
by odracir_seravat＠simplesnet.pt 27 Jul '06

27 Jul '06

Hello. I would like to make a correction to the previous pos [OTRS]Receiving mail - HTML format. That situation, receiving the text message between HTML tags, happens when i receive the mail with outlook. (this i would like to solve too) Another thing is that when i send a e-mail to an OTRS queue to see it in HTML i have to follow a link...is there a way to display directly in HTML? Tanks for any help. Ricardo ------------------------------------------------------------------------ Simplesnet GTI, a net até 6 vezes mais rápida, ao mesmo preço de sempre! http://www.simplesnet.pt

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LDAP and OTRS: getting closer
by Boniforti Flavio 27 Jul '06

27 Jul '06

Hello list! I'm now getting closer to LDAP-based authentication. What I now get is that when I try to login as a Customer, I get "Panic! no User Data!!!" error. The log shows that the authentification is ok. Where may the error be? $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'srv-vco-1.provincia.verbania.it'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=provincia,dc=verbania,dc=it'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'CN=ldapuser,OU=Utenti-test,DC=provincia,DC=verbania,DC=it'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'ldap'; Meny thanks -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ----------------------------------

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OTRS on SUSE 10.1 and SUSE Linux Enterprise 10
by Prafulla Kumar H.S. 27 Jul '06

27 Jul '06

Hi, I have installed OTRS on SuSE 10.1 and SUSE Linux Enterprise 10.0. Installation went through smoothly and the systems are working fine functionally. I am looking for feedbacks from others who have tried OTRS on above mentioned platforms. Regards, Prafulla Kumar

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Customer web interface
by jtown＠eml.cc 26 Jul '06

26 Jul '06

Hello again, ;-) I'd like to be able to have different pages for creating the account and asking for the lost password. I've found a web page that uses links to the option create an account and recovering lost password using links like "http://domain/otrs/customer.pl?Action=CustomerLostPassword&SessionID=" and when you click on it they get a *different* form asking for the username, and the same for creating an account. I know this must be an stupid newbie programming question, but how could I get that?, what's what I'm not understanding? Thank you very much in advance, J

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RE: [otrs] Problem duplicated Notification for any action
by Seigafuse, Mike 26 Jul '06

26 Jul '06

Not sure if I can help or not. How are you creating the tickets, via email or the web interface? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez Sent: Wednesday, July 26, 2006 10:52 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Problem duplicated Notification for any action I check the cron, but, the problem, I think... the problem ocurs at the create tk time, not at the time of cron.......I think... I have a Debian testing, intall otrs 2.0.4 from apt-get. In crontab have (is default): cron.d/ cron.daily/ astroboy:~# cd /etc/cron.d/ astroboy:/etc/cron.d# ls -ltr otrs_* -rw-r--r-- 1 root root 388 2005-03-06 10:36 otrs_unlock -rw-r--r-- 1 root root 405 2005-03-06 10:36 otrs_session -rw-r--r-- 1 root root 389 2005-03-06 10:36 otrs_rebuild_ticket_index -rw-r--r-- 1 root root 534 2005-03-06 10:36 otrs_postmaster -rw-r--r-- 1 root root 385 2005-03-06 10:36 otrs_pending_jobs -rw-r--r-- 1 root root 406 2005-03-06 10:36 otrs_generic_agent-database -rw-r--r-- 1 root root 617 2006-03-05 10:55 otrs_generic_agent -rw-r--r-- 1 root root 529 2006-03-05 10:55 otrs_fetchmail -rw-r--r-- 1 root root 287 2006-07-24 11:17 otrs_aaa_base -rw-r--r-- 1 root root 395 2006-07-26 10:08 otrs_postmaster_pop3 astroboy:/etc/cron.d# cat otrs_unlock 35 * * * * otrs test -x $HOME/bin/UnlockTickets.pl && $HOME/bin/UnlockTickets.pl --timeout >> /dev/null astroboy:/etc/cron.d# cat otrs_session 55 */2 * * * otrs test -x $HOME/bin/DeleteSessionIDs.pl && $HOME/bin/DeleteSessionIDs.pl --expired >> /dev/null astroboy:/etc/cron.d# cat otrs_rebuild_ticket_index 01 01 * * * otrs test -x $HOME/bin/RebuildTicketIndex.pl && $HOME/bin/RebuildTicketIndex.pl >> /dev/null astroboy:/etc/cron.d# cat otrs_postmaster 10 0 * * * otrs test -x $HOME/bin/otrs.cleanup && $HOME/bin/otrs.cleanup >> /dev/null astroboy:/etc/cron.d# cat otrs_pending_jobs 45 */2 * * * otrs test -x $HOME/bin/PendingJobs.pl && $HOME/bin/PendingJobs.pl >> /dev/null astroboy:/etc/cron.d# cat otrs_generic_agent-database */10 * * * * otrs test -x $HOME/bin/GenericAgent.pl && $HOME/bin/GenericAgent.pl -c db >> /dev/null astroboy:/etc/cron.d# cat otrs_generic_agent */20 * * * * otrs test -x $HOME/bin/GenericAgent.pl && $HOME/bin/GenericAgent.pl >> /dev/null astroboy:/etc/cron.d# cat otrs_fetchmail astroboy:/etc/cron.d# cat otrs_aaa_base astroboy:/etc/cron.d# cat otrs_postmaster_pop3 Seigafuse, Mike escribió: >What platform and version? Is there a chance you have the OTRS cron jobs scheduled multiple times? > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez >Sent: Wednesday, July 26, 2006 10:26 AM >To: User questions and discussions about OTRS.org >Subject: Re: [otrs] Problem duplicated Notification for any action > >Thanks Mike: >agent accounts are users? >I have 5 users in the system, and all have a diferent e-mail, but share >queue. >recibe two mails to same user, two mails with this text, where Gustavo >is the one user, for example: > >Hola Gustavo, >Hay un Nuevo Ticket en "General"! >Systema de Tickets MG escribio: >-- > > > >>>prueba >>> >>>-- >>> Gustavo Nuñez -- >>>-- >>> >>> >> >> >> >> >-- > >Notificacion automatica. > > >Thanks >Gustavo > >Seigafuse, Mike escribió: > > > >>Do you have two agent accounts both with the same email address and that both have the queue under My Queues? >> >>-----Original Message----- >>From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez >>Sent: Wednesday, July 26, 2006 10:06 AM >>To: User questions and discussions about OTRS.org >>Subject: Re: [otrs] Problem duplicated Notification for any action >> >>Hello >>I looking in Admin Auto Response <-> Queue, but I don´t have any >>asociation for autoresponses and queues. >>There are my screen: >>Opciones >>Colas Respuestas Automaticas >>Eduardo >><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> >> -nada- >>General >><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> >> -nada- >>Imprenta >><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> >> -nada- >>Internet >><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> >> -nada- >>Sistemas >><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> >> -nada- >>Web Hosting >><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> >> -nada- >> >> >>I new user, I intall otrs and upgrade to otrs2. Pherhaps this make a >>problem. >>Very Thank, other suggest???? >>Gustavo >> >>Seigafuse, Mike escribió: >> >> >> >> >> >>>Did you check under the admin screens and look at Auto Response <-> Queue? >>> >>>Perhaps you have multiple auto responses defined? >>> >>> >>> >>>-----Original Message----- >>>From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez >>>Sent: Wednesday, July 26, 2006 9:41 AM >>>To: User questions and discussions about OTRS.org >>>Subject: [otrs] Problem duplicated Notification for any action >>> >>>Please, help my with this problem. I sent this problem, before, but not >>>have a responses. >>> >>>I clearing the problem: >>>For any action, otrs send two Notification identical (duplicated) to >>>users or client. >>>For example i create a tk from my queue and i recive this mails subject: >>> >>>Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) >>>Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) >>> >>>I view logs from mail server and Real otrs sent two mails. >>>I find the problem, but not view. >>>Thanks. >>>Gustavo >>> >>> >>> >>> > >_______________________________________________ >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 orr consulting for your OTRS system? >=> http://www.otrs.com/ > > > > >This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies. > > >------------------------------------------------------------------------ > >_______________________________________________ >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 orr consulting for your OTRS system? >=> http://www.otrs.com/ > _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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Customer groups
by jtown＠eml.cc 26 Jul '06

26 Jul '06

Hello, I don't know if I explained this well, so let's try it again :-( I need that the customer can choose from a list in the web interface, the group he belongs to. I've a newbie with OTRS and although I'm trying to learn how it's works as quickly as I can, but I don't know how I can get this. Maybe with different creating account pages for the users (the users groups are defined and won't change) could be easier, but I'd need to know the way to tell OTRS that the user must be created for a specific group. I'd thank any idea or clue about how I could get this or what I should to read to be able to program that. Thank you very much in advance, J

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Iframe Ok!Printing de Body not ok!
by odracir_seravat＠simplesnet.pt 26 Jul '06

26 Jul '06

Hello again... I manage to put an iframe in the zone where the Body of the e-mail appears...What i don't know how to do is to print de $Data{"Body"} into it, since iframe needs a HTML page do put in the zone where i defined the iframe. So in the next statement what should i put in src=???? <iframe src=?? width=100% height=100% frameborder=0> </iframe> Regards Ricardo Tavares (Computer Engenieer) ------------------------------------------------------------------------ Simplesnet GTI, a net até 6 vezes mais rápida, ao mesmo preço de sempre! http://www.simplesnet.pt

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RE: [otrs] Problem duplicated Notification for any action
by Seigafuse, Mike 26 Jul '06

26 Jul '06

What platform and version? Is there a chance you have the OTRS cron jobs scheduled multiple times? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez Sent: Wednesday, July 26, 2006 10:26 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Problem duplicated Notification for any action Thanks Mike: agent accounts are users? I have 5 users in the system, and all have a diferent e-mail, but share queue. recibe two mails to same user, two mails with this text, where Gustavo is the one user, for example: Hola Gustavo, Hay un Nuevo Ticket en "General"! Systema de Tickets MG escribio: -- >> prueba >> >> -- >> Gustavo Nuñez -- >> -- > > -- Notificacion automatica. Thanks Gustavo Seigafuse, Mike escribió: >Do you have two agent accounts both with the same email address and that both have the queue under My Queues? > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez >Sent: Wednesday, July 26, 2006 10:06 AM >To: User questions and discussions about OTRS.org >Subject: Re: [otrs] Problem duplicated Notification for any action > >Hello >I looking in Admin Auto Response <-> Queue, but I don´t have any >asociation for autoresponses and queues. >There are my screen: >Opciones >Colas Respuestas Automaticas >Eduardo ><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> > -nada- >General ><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> > -nada- >Imprenta ><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> > -nada- >Internet ><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> > -nada- >Sistemas ><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> > -nada- >Web Hosting ><http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> > -nada- > > >I new user, I intall otrs and upgrade to otrs2. Pherhaps this make a >problem. >Very Thank, other suggest???? >Gustavo > >Seigafuse, Mike escribió: > > > >>Did you check under the admin screens and look at Auto Response <-> Queue? >> >>Perhaps you have multiple auto responses defined? >> >> >> >>-----Original Message----- >>From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez >>Sent: Wednesday, July 26, 2006 9:41 AM >>To: User questions and discussions about OTRS.org >>Subject: [otrs] Problem duplicated Notification for any action >> >>Please, help my with this problem. I sent this problem, before, but not >>have a responses. >> >>I clearing the problem: >>For any action, otrs send two Notification identical (duplicated) to >>users or client. >>For example i create a tk from my queue and i recive this mails subject: >> >>Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) >>Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) >> >>I view logs from mail server and Real otrs sent two mails. >>I find the problem, but not view. >>Thanks. >>Gustavo >> >> _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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RE: [otrs] Problem duplicated Notification for any action
by Seigafuse, Mike 26 Jul '06

26 Jul '06

Do you have two agent accounts both with the same email address and that both have the queue under My Queues? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez Sent: Wednesday, July 26, 2006 10:06 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Problem duplicated Notification for any action Hello I looking in Admin Auto Response <-> Queue, but I don´t have any asociation for autoresponses and queues. There are my screen: Opciones Colas Respuestas Automaticas Eduardo <http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> -nada- General <http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> -nada- Imprenta <http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> -nada- Internet <http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> -nada- Sistemas <http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> -nada- Web Hosting <http://192.168.1.7/otrs/index.pl?Action=AdminQueueAutoResponse&Subaction=Ch…> -nada- I new user, I intall otrs and upgrade to otrs2. Pherhaps this make a problem. Very Thank, other suggest???? Gustavo Seigafuse, Mike escribió: >Did you check under the admin screens and look at Auto Response <-> Queue? > >Perhaps you have multiple auto responses defined? > > > >-----Original Message----- >From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez >Sent: Wednesday, July 26, 2006 9:41 AM >To: User questions and discussions about OTRS.org >Subject: [otrs] Problem duplicated Notification for any action > >Please, help my with this problem. I sent this problem, before, but not >have a responses. > >I clearing the problem: >For any action, otrs send two Notification identical (duplicated) to >users or client. >For example i create a tk from my queue and i recive this mails subject: > >Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) >Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) > >I view logs from mail server and Real otrs sent two mails. >I find the problem, but not view. >Thanks. >Gustavo >_______________________________________________ >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 orr consulting for your OTRS system? >=> http://www.otrs.com/ > > > > >This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies. > > >------------------------------------------------------------------------ > >_______________________________________________ >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 orr consulting for your OTRS system? >=> http://www.otrs.com/ > _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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RE: [otrs] Problem duplicated Notification for any action
by Seigafuse, Mike 26 Jul '06

26 Jul '06

Did you check under the admin screens and look at Auto Response <-> Queue? Perhaps you have multiple auto responses defined? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gustavo Nuñez Sent: Wednesday, July 26, 2006 9:41 AM To: User questions and discussions about OTRS.org Subject: [otrs] Problem duplicated Notification for any action Please, help my with this problem. I sent this problem, before, but not have a responses. I clearing the problem: For any action, otrs send two Notification identical (duplicated) to users or client. For example i create a tk from my queue and i recive this mails subject: Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) Re: [Ticket#200607261000015] Notificacion de Nuevo Ticket! (General) I view logs from mail server and Real otrs sent two mails. I find the problem, but not view. Thanks. Gustavo _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies.

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