August 2006 - otrs - OTRS mailing lists

Re: [OTRS] Don't send notifications to agents
by Benoit Brizion 01 Sep '06

01 Sep '06

Andy, My sendmail config on the local machine is OK, so is the sysconfig ... In fact, agents receive notifications only if one agent changes the owner of one ticket (the new owner receives an email notification). In the other cases (creation of a ticket, changes of the status of a ticket, ...), there are no email notification sent to the agents in the same queue or to the owner of the ticket. Ben On 8/29/06 13:27 PM, "Andy Lubel" andy.lubel(a)gtsi.com wrote : > Check your sendmail config on the local machine or set the sysconfig to use > an external SMTP server. > Let us know if you still have issues after looking at those parts. > -Andy > On 8/29/06 12:49 PM, "Benoit Brizion" <brizion(a)pt-consulting.lu> wrote: > Hi everybody, > I've installed OTRS on Linux but I've got a problem : the system don't send > notifications to agents ... in spite of 'Yes' settings in the queues > management panel and in the users management panel. > > Can anyone help me ? > Thank you > > Ben

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Infinite loop?
by jtown＠eml.cc 31 Aug '06

31 Aug '06

Hello, A question about the way OTRS works. Let's say: -You receive support requests at support@domain -You, as an agent, need to open a ticket, so you open a ticket which will have support@domain as email address -The ticket finishes in a queue where follow up after close it's not possible. -The ticket is closed so the system will send a notification to the user (support@domain) -The system receives the mail and will think it's a follow up for that ticket so it will reject it. -The rejected notification will be sent to support@domain so we'll have an infinite loop. Is this right? Will loop protection prevent this? Which is the official advice to prevent this? Because although the loop protection works, you'll have a 'dirty' history for that ticket? And by the way, the sysadmin option "PostmasterMaxEmails" says "Maximal post master daemon email to own email-address a day. Loop-Protection! Default: 40" so if the systems receives 40 mails a day it will stop? What does it mean? Thanks a lot in advance, J

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Multiple email recipients in To: field when opening new email ticket
by Lee Friedman 31 Aug '06

31 Aug '06

Hi I have tried to resolve this myself, but could use some feedback from the forum. Does anybody know if it is possible to pick multiple "To:" email addresses using "Take this Customer" button when opening a new email ticket? Ideally, I would like to send the ticket to all email recipients in a given CustomerID automatically (for example user1(a)foo.com, user2(a)foo.com, etc) without having to enter them in the "To:" or "CC:" field manually. OTRS only seems to let me select one email recipient in the "To:" field using the "Take this Customer" button. I am using OTRS 2.0.4 on Fedora Core 5 and mysql database. Thanks in advance, Lee Friedman ----------------------------------------------------------------- Lee Friedman - Consultant Secure Technology Integration Group, Ltd. Ansonia Station P.O. Box 237165 New York, NY 10023 ----------------------------------------------------------------- This message is for the named person's use only. It may contain confidential, proprietary or legally privileged information. No confidentiality or privilege is waived or lost by erroneous transmission. If you receive this message in error, please immediately delete it and all copies of it from your system, destroy any hard copies of it and notify the sender. You must not, directly or indirectly, use, disclose, distribute, print, or copy any part of this message if you are not the intended recipient. Secure Technology Integration Group, Ltd. reserves the right to monitor all e-mail communications through its networks.

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can´t authorize e -mail problem
by Mercator GmbH 31 Aug '06

31 Aug '06

>>>> Try using \@ instead of @ in the username. This was mentioned on this list recently. (Yes, the GUI should probably make this "just work".) Nils Breunese. <<< Thanks Nils, but NO success! When I use "sardiniatravel\(a)sardiniatravel.net as username and put in hostname "sardiniatravel", then it says: Auth for user sardiniatravel\@sardiniatravel.net@sardiniatravel.net failed! When I leave the hostname blank, it says: "error OTRS-PM3-10 Can't connect to " So... what now?? I MUST get this to work!! I don´t get any mails to OTRS and it´s my work!!! Thanks, marc

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RE: [otrs] can´t authorize e -mail problem
by Peter van Beugen 31 Aug '06

31 Aug '06

Can the OTRS box resolve the hostname? Dit you try it with the IP address of the host instead? -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Mercator GmbH Verzonden: donderdag 31 augustus 2006 12:40 Aan: otrs(a)otrs.org Onderwerp: [otrs] can´t authorize e -mail problem >>>> Try using \@ instead of @ in the username. This was mentioned on this list recently. (Yes, the GUI should probably make this "just work".) Nils Breunese. <<< Thanks Nils, but NO success! When I use "sardiniatravel\(a)sardiniatravel.net as username and put in hostname "sardiniatravel", then it says: Auth for user sardiniatravel\@sardiniatravel.net@sardiniatravel.net failed! When I leave the hostname blank, it says: "error OTRS-PM3-10 Can't connect to " So... what now?? I MUST get this to work!! I don´t get any mails to OTRS and it´s my work!!! Thanks, marc _______________________________________________ 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/

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Remove Ticket# field when replying to certain tickets
by Danie 31 Aug '06

31 Aug '06

Hi , Is it possible to remove the "Re:Ticket#" when replying from only certain tickets , the reason is , we have another company who uses a call logging system as well , which in turn adds its own Call nr , now it seems OTRS is interfering with the subject line (which needs to be kept intact for some reason). I know it is impossible to not assign a ticket to an incoming email , I also looked at Filtering rules , but there is no indication of this being possible. Has anyone come across such an unique problem/solution? Any help suggestions will be greatly appreciated. Daniel

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can´t authorize e -mail problem
by Marc Herms 31 Aug '06

31 Aug '06

I have this problem: OTRS is running and all fine (besides not displaying images/icons, but I think I have to create another alias for this). However, it can NOT get e-mail. In the pop3 configurations, I have put in the correct username, host and password, but it keeps saying "auth failed". See below for error messages from the log. The problem is that the username for my e-mail on my server is the FULL address. My real address is: sardiniatravel(a)sardiniatravel.net to get my e-mail, I have to log in with username sardiniatravel(a)sardiniatravel.net and the password. But when I put the full address in the pop3 account field, it adds this to the host. I tried to leave the host field blank, but no success either. What can I do?? Here is the log: Wed Aug 30 01:30:07 2006 error OTRS-PM3-10 Auth for user sardiniatravel(a)sardiniatravel.net failed! Wed Aug 30 01:30:02 2006 notice OTRS-GenericAgent-10 Run GenericAgent Job 'deletejunk' from db. Wed Aug 30 01:20:07 2006 error OTRS-PM3-10 Auth for user sardiniatravel(a)sardiniatravel.net failed! Wed Aug 30 01:20:02 2006 notice OTRS-GenericAgent-10 Run GenericAgent Job 'deletejunk' from db. Wed Aug 30 01:10:07 2006 error OTRS-PM3-10 Auth for user sardiniatravel(a)sardiniatravel.net failed! Wed Aug 30 01:10:02 2006 notice OTRS-GenericAgent-10 Run GenericAgent Job 'deletejunk' from db. Wed Aug 30 01:00:02 2006 error OTRS-PM3-10 Can't connect to Wed Aug 30 01:00:02 2006 notice OTRS-GenericAgent-10 Run GenericAgent Job 'deletejunk' from db. Wed Aug 30 00:50:07 2006 error OTRS-PM3-10 Auth for user sardiniatravel@sardiniatravel.net@sardiniatravel.net failed! Wed Aug 30 00:40:08 2006 error OTRS-PM3-10 Auth for user sardiniatravel(a)sardiniatravel.net failed!

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fresh install
by Justen Hess 31 Aug '06

31 Aug '06

Hi guys, just completed a fresh install of otrs 2.0.4-01 everything seemed to be ok, but im having issues adding users. it basically sits there for a few minutes and comes back with a 500 server error. also when i try to send the email that the documentation suggests it comes back with an error. any ideas ? [root@ticket Config]# cat /opt/otrs/doc/test-email-1.box | /opt/otrs/bin/PostMaster.pl Use of uninitialized value in split at /opt/otrs/Kernel/System/Ticket/Number/DateChecksum.pm line 51. thnx in advance Justen.

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new "note!" notifications not getting sent at all
by Richard Aginfort 31 Aug '06

31 Aug '06

How did you do this exactly. I have the same problem... Richard

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Cant view closed tickets
by Jason Rogers 31 Aug '06

31 Aug '06

I can use the search function to get a list of closed tickets. When I click on the ticket, it takes me back to the main page. It wont open the ticket for me to view.

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