September 2006 - otrs - OTRS mailing lists

filter out of office repley
by Leo Hasenzagl 03 Oct '06

03 Oct '06

How can I filter Out of Office (short: OOO) reply from getting into the ticket system? Can anybody help me with this problem? Thanks in advance! Leo

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Pop - leave copy of message in mailbox
by Terry Dobbs 29 Sep '06

29 Sep '06

Hey, I have been using OTRS pain free for a while now, there is one thing I can't figure out. I am grabbing mail using the postmasterpop3 script, but I can't find a way to set it up so it grabs the email and leaves a copy in the users mailbox. Right now it just grabs the email and removes it from the mailbox. Thanks for any help...

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OTRS statistics
by Edgar Meij - Hostnet Helpdesk 29 Sep '06

29 Sep '06

Dear all, During the greater part of this year I've been developing a statistics module for OTRS (and Hostnet). Attached you'll find a zip file with the final result. See the README file within for further installation details, requirements, etc. etc. The script is able to produce the following ticket statistics, aggregated on a per-day or per-week basis, between specified dates and in specified queues. The output can be selected as well; graphs, CSV and HTML (tables) are supported. Maybe it'll be of use to some of you ;-) . - Number of new tickets (total/calls/e-mails) - Workload (number of calls, in- and outgoing e-mails) efficiency: - E-mail time calculations: Open time Reply time Resolution time efficacy: - Average number of follow-ups/replies per ticket - Number of first time fixes Best regards (and happy holidays), Edgar Meij Hostnet BV Singel 106 1015 AD Amsterdam The Netherlands helpdesk website: http://www.hostnet.nl/helpdesk helpdesk : helpdesk(a)hostnet.nl tel : 020 // 7500 811 fax : 020 // 7500 825 sales : sales(a)hostnet.nl administratie : admin(a)hostnet.nl

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I don't see tickets in My Queues
by franck.lamas＠stp-presse.fr 29 Sep '06

29 Sep '06

3 3

Can't locate Kernel/Config.pm in @INC
by kobus＠barnard.za.org 28 Sep '06

28 Sep '06

Hi I installed OTRS on a Fedora5 system (apache2 and perl5.8) all required perl modules are installed. GenericAgent.pl, PostMasterPOP3.pl and UnlockTickets.pl can't seem to find Config.pm (/var/www/otrs/Kernel/Config.pm). How can I update @INC ? OTRS was installed to the standard location on FC: /var/www/otrs GenericAgent.pl's output follows: Can't locate Kernel/Config.pm in @INC (@INC contains: /var/www/otrs/Kernel/cpan-lib /var/www/otrs /usr/lib/perl5/site_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.8/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.7/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.8/i386-linux-thread-multi /usr/lib/perl5/5.8.8 .) at /var/www/otrs//bin/GenericAgent.pl line 40. BEGIN failed--compilation aborted at /var/www/otrs//bin/GenericAgent.pl line 40. Regards Kobus

3 2

Ticket Ownership Changes
by Joe Fusco 28 Sep '06

28 Sep '06

Is there any way to stop OTRS from changing ownership of a ticket just because I touched it? I have tickets assigned to a technician but will often place notes in the ticket (authorization for expenditures, etc.). I want to leave ownership with the technician and just insert a note. Thank you Joe Fusco Network Manager Ocean Dental Corporate Headquarters Stillwater, OK Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service.

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RE: spam
by Phil Morris 28 Sep '06

28 Sep '06

>Thanks Phil for the advice. On Sysconfig I have added I-Mail-Spam-Revdns >and I have also put the Match and Set values as advised, but still it >does no work. I think the point you are missing is the one Andy Lubel raised: Andy Lubel wrote: >>And you have a SMTP gateway tagging this? Something like SpamAssasin or the >>likes? What he is saying is that your incoming email must be being processed and tagged in the headers FIRST before OTRS can use the tags to filter out spam. OTRS is not a spam filter itself, it can only filter based on the message headers. My previous message was an example of the headers that MY ISP puts on my email headers. Your ISP might not have a spam system, or may have a different one. If they have a different one, you will have to ask them what they use and what headers to expect. If they do not have a spam system, you will have to implement one yourself, as described in the OTRS manual. I hope this helps you to understand and crack your spam problem!

1 0

Help finding installer.
by Dustin Oprea 28 Sep '06

28 Sep '06

I see that the installer.pl file used to set up the system should be in OTRS' root web directory, but it seems to be buried in "www/otrs/bin/cgi-bin/installer.pl" instead. I tried many different versions, and then just moving everything (as a last resort) to where the documentation says the installer script and every other webfile should be, but to no avail. What am I missing? Thanks :) . Dustin Oprea

3 5

RE: spam
by Mamakwa M. Sefiri 28 Sep '06

28 Sep '06

Thanks Phil for the advice. On Sysconfig I have added I-Mail-Spam-Revdns and I have also put the Match and Set values as advised, but still it does no work. _____ From: Phil Morris [mailto:otrs-bounces@otrs.org] On Behalf Of Phil Morris Sent: 27 September 2006 11:04 AM To: otrs(a)otrs.org Subject: RE: spam I've had some fun with this lately. We changed ISP and they use Imail and their premium mail filter. I had to add the relevant tags into the SysConfig in OTRS to be able to pick them up in the postmaster filter screen. Also they were case sensitive, but once this was done filters such as: Match: I-Mail-Spam-Revdns = .* Set: X-OTRS-QUEUE = Junk Set X-OTRS-STATE = closed successful worked nicely. Apologise that this list is in uppercase after mentioning the case sensitivity, but here are the tags I was given: X-IMAIL-SPAM-ADDRBL X-IMAIL-SPAM-DNSBL X-IMAIL-SPAM-HELOBL X-IMAIL-SPAM-HELODOMAIN X-IMAIL-SPAM-INVALIDFROM X-IMAIL-SPAM-IP4R X-IMAIL-SPAM-STATISTICS X-IMAIL-SPAM-RHSBL X-IMAIL-SPAM-PHRASE X-IMAIL-SPAM-VALFROM X-IMAIL-SPAM-VALREVDNS X-IMAIL-SPAM-VALHELO X-IMAIL-SPAM-URL-DBL X-IMail-SPAM-Premium X-IMail-SPAM-SPF-None X-IMail-SPAM-SPF-Fail X-IMail-SPAM-SPF-Softfail >And you have a SMTP gateway tagging this? Something like SpamAssasin or the >likes? >On 9/26/06 8:13 AM, "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> wrote: > I have set the Match for Heater 1 to "X-Spam-Flag:" and the Value to "Yes", > and se the "Set" header 1 to "X-OTRS-Queue:" and value to "Junk" > > > From: Mamakwa M. Sefiri > Sent: 26 September 2006 12:05 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] spam > > I have setup the PostMaster Filter to send spam email to the junk queue, and > it does not work. > > Please advise

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RE: [otrs] spam
by Mamakwa M. Sefiri 28 Sep '06

28 Sep '06

Where do I have trigger the SMTP? _____ From: Andy Lubel [mailto:andy.lubel@gtsi.com] Sent: 26 September 2006 06:45 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] spam And you have a SMTP gateway tagging this? Something like SpamAssasin or the likes? On 9/26/06 8:13 AM, "Mamakwa M. Sefiri" <msefiri(a)nrf.ac.za> wrote: I have set the Match for Heater 1 to "X-Spam-Flag:" and the Value to "Yes", and se the "Set" header 1 to "X-OTRS-Queue:" and value to "Junk" _____ From: Mamakwa M. Sefiri Sent: 26 September 2006 12:05 PM To: User questions and discussions about OTRS.org Subject: [otrs] spam I have setup the PostMaster Filter to send spam email to the junk queue, and it does not work. Please advise _____ _______________________________________________ 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/ --

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