August 2006 - otrs - OTRS mailing lists

AW: [otrs] Customer limitations: just "New ticket"
by shawn.beasley＠dlh.de 21 Aug '06

21 Aug '06

Hello, It should be possible to do the same thing with the web interface. A customer creates a ticket with the web interface. As soon as action is taken on the ticket in the selected queue, the customer will get an email; if the settings for the queue are setup properly. I also use the email auto responses as well. However one must be careful when combining the two. I combine the email option to open a ticket with the web option to send updates. This prevents the customer from openening a new ticket when only desiring a followup. Best Wishes, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 Cargo Future Communications GmbH Building 1335 D-55483 Hahn-Airport Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.com -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Boniforti Flavio Gesendet: Donnerstag, 10. August 2006 18:03 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Customer limitations: just "New ticket" Nils Breunese (Lemonbit Internet) ha scritto: > I would just let your customers send an e-mail to the OTRS system. See > chapter 7.2 in the manual (http://doc.otrs.org/2.0/en/html/x1244.html) > for more information. I'll be using it as you suggested (email inquiries get into the queue and then an Agent takes care of them). Now, how may I be using automatic replies for my users? I mean something like: "Your inquiry has arrived" and then "your inquiry has been solved"... Thanks, -- ---------------------------------- Boniforti Flavio Provincia del Verbano-Cusio-Ossola Ufficio Informatica Tecnoparco del Lago Maggiore Via dell'Industria, 25 28924 Verbania ---------------------------------- _______________________________________________ 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/

1 0

html is being stripped out
by Stephen Gebbie 21 Aug '06

21 Aug '06

I am having trouble finding the code thats responsible for this. i've got otrs sending & receiving html, but if i compose an answer; where it embeds the original mail (ie. under the 'foo bar wrote:' section) it strips all of the html code out before letting me write my answer (oh and it leaves any stylesheeting that was in the html there, just to be really obnoxious). autohtml2text is off & i've been inside the code for ages now, doing a blanket code change is too much, if i could just modify the specific sesction that would be peachy. anyone had any luck with similar tweaks? thanks

1 1

unlocking of ticket
by Alexander Scholler 21 Aug '06

21 Aug '06

Hi, a queue-specific unlock-time can be set. After this time has elapsed on a locked ticket, this ticket will be unlocked with running ~/bin/UnlockTickets. How can this unlock-feature be used? E.g. to prevent that that tickets get dusty if they are forgot by an agent? I think the unlock-time is reset if a agent take action on a ticket (e.g. writes a mail to the customer)? *** What specific other events do reset the unlock-time? I've found in the sourcecode that Kernel::System::Ticket.pm->TicketUnlockTimeoutUpdate can be used to reset the unlock-time, but this function seems not to be used within OTRS. Why? Bye, Alex

1 1

SMTP Change and Debug
by Jim Wright 21 Aug '06

21 Aug '06

Hi Keith, I saw your post on OTRS smtp problems, as I was having the same trouble. I couldn't get Debug to give me anything useful, despite this post and the other one (favicon was mentioned..?) - so I had to dust off my Perl book and see what was happening in the code myself. Appears to me to be a bug, and thought you might have the same issue... Basically our SMTP usernames are our full email addresses, and so they obviously include the '@' symbol, which means that in Kernel\Config.pm there is a line like this $Self->{"SendmailModule::AuthUser"} = "me(a)domain.com"; well Perl treats @ specially, so I had to change it to $Self->{"SendmailModule::AuthUser"} = "me\(a)domain.com"; and all appears well now. It's a bug because the GUI should escape @ itself. HTH Jim *I had OTRS working well, but we moved to an exchange server for our main email system, which had some security features that precluded OTRS sending through it (don't ask, internal process not technical limitation). I have tried to move to a different mail server that we can use, and admin notifications emails work, but new ticket and ticket update alerts are blocked. This is the error log message: [Mon Jul 31 15:25:48 2006][Error][Kernel::System::Email::SMTP::Send][97] Can't send to: [EMAIL PROTECTED] Enable debug for more info! After searching the archive I added this line to make debug true in SMTP.pm # debug $Self->{Debug} = $Param{Debug} || 0; if ($Self->{Debug} > 2) { # shown on STDERR $Self->{SMTPDebug} = 1; } # added by Keith $Self->{SMTPDebug} = 1; and restarted otrs. I don't see anything any different in the error log, it still asks me to enable debugging. Did I err? Is there somewhere else I should look for the SMTP error log - pardon my novice status on this. It's very frustrating in that we can send through the new SMTP server using the admin notification, so those email settings are OK. Any suggestions as to where to look next appreciated. Keith *

1 0

Custom items in CustomerLogin.dtl
by Vladimír Benc 19 Aug '06

19 Aug '06

Hi, I've read the instructions on how to insert aditional items in registration of new user. Successfully added a two phone items. 1] Now I want to insert a "Region" item, but I want to be a: <select> <option>X</option> <option>Y</option> </select> so users must select exactly one option, and that option of course insert to DB. But this doesn't work with the <option value="$QData{"somevar"}">X</option>. I've a look to another dtl's and the comboboxes is made by a $Data{"somevar"} construct, so the complete <select><option> must be saved in the 'somevar' right? But then where to declare my variable? 2] And if this is posible, is there a way to filter incoming emails from POP3 account according to this "custom field" ? e.g. if a user have a region named 'X', then sort this ticket to queue named 'Region X' ? Thanks alot, Vladimir Benc

2 2

RE: Permission denied: access to /otrs/installer.pl denied
by Pat Goodman 18 Aug '06

18 Aug '06

Ok, i found ! My otrs root directory was not readable by my apache user ! Pat _____ De : Pat Goodman [mailto:goodman@free.fr] Envoyé : samedi 19 août 2006 00:32 À : 'otrs(a)otrs.org' Objet : Permission denied: access to /otrs/installer.pl denied Hi, Permission denied: access to /otrs/installer.pl denied Running Apache 2.0 under Redhat 9. I am not so new ti Apache but here i am getting crazy like a nuts. How can i log some error messages ? Any idea ? Pat

1 0

Permission denied: access to /otrs/installer.pl denied
by Pat Goodman 18 Aug '06

18 Aug '06

Hi, Permission denied: access to /otrs/installer.pl denied Running Apache 2.0 under Redhat 9. I am not so new ti Apache but here i am getting crazy like a nuts. How can i log some error messages ? Any idea ? Pat

1 0

How to enable debug for smtp? - follow up
by Keith Turner 18 Aug '06

18 Aug '06

Christian Schoepplein wrote: The debug output is in apache error log. To enable it, just open Kernel/System/Email/SMTP.pm and insert in line 38 the following: $Self->{Debug} = 1000; So it should look like that after the change: ----- [...] # debug $Self->{Debug} = $Param{Debug} || 0; $Self->{Debug} = 1000; $Self->{Debug} = 10; if ($Self->{Debug} > 2) { [...] ----- My results: Same failure, but looking at the Apache error.log, this is the only error generated after making this change: [Fri Aug 18 08:02:25 2006] [error] [client 23.128.25.26] File does not exist: D:/OTRS/otrs/bin/cgi-bin/favicon.ico Weird that an email requires an icon file. A couple of "for my education please" questions - not really on the bug topic. I'm not sure why the $Self->{Debug} = 10; line was added here, doens't it replace the 1000 as the value of the variable? And why is this different than just putting the $Self->{SMTPDebug} = 1; statement outside the if statement as I did. Thanks again for your response. Keith

2 1

otrs and ldap and tls
by Herbert Mueller 18 Aug '06

18 Aug '06

hallo We want to configure a TLS connection to an LDAP server. What is to do? greetings Herbert Mueller ------------------------------ Dr.Herbert Mueller Physikdepartment Z30 85748 Garching Tel 089 289 12391 FAX 089 289 12296

2 1

URL forwarding HOWTO
by BipinDas 18 Aug '06

18 Aug '06

Hi firiends My url is http://ticket.somehost.com/customer.pl. No I would like to give another url to some customers with same otrs The new url should be like this http://support.somehost.com/. When type this address it should already redirect to customer.pl page. Is it possible ?. Anybody done this already? Kindly help -- GREETINGS... ___________________________ Bipin Das Linux Administrator, Spectrum Softtech Solutions, Mahakavi G Road,Cochin-682011. Phone 0484 4082000. www.spectrum.net.in www.spectramedi.com

3 2