September 2006 - otrs - OTRS mailing lists

Need Help - Problem with Email-Ticket
by Joe Fusco 27 Sep '06

27 Sep '06

I have OTRS 2.0.4 on OpenSuSE 10.1. When I create a ticket using the Email-Ticket button, the queue view shows the last communication instead of the original ticket information. When you zoom, it looks fine. For instance, we currently have several tickets that show "...The owner of your ticket '###############' has been changed to 'Technician Name'." in QueueView. I've looked through the bug reports but didn't see anything on it. Any suggestions before I submit a bug? Has anyone else experienced this? Thanks 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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Empty System Logs
by Phil Morris 27 Sep '06

27 Sep '06

Hi again, Every time I go into the 'System Log' page in the OTRS Agent interface, it is completely empty. My OTRS system is implemented on Windows 2000, Apache and MySQL Does anyone recognise this behaviour, and if so know how to get to view the system log WITHOUT having to log into the server? Thanks

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Tickets not showing in queue
by Hans du Plooy 27 Sep '06

27 Sep '06

Hi guys, I'm running OTRS-1.3.2 on SLES 9 SP3. It started of as OTRS 1.0 or 1.1 (can't remember) and has been upgraded systematically since. however, the lat upgrade was just when 1.3.2 came out, and I haven't touched it since. Lately, in the last month or so, all tickets don't show up in the queue. The queue would show that there are say 50 tickets, but only 10 or so are displayed in the queue. This includes all the user queues. When you search for the ticket it does find it, and it is still open and functional. It just doesn't show in the queue. It also happens that tickets go "missing" and when you search you find that it is already closed. Any ideas why this is happening? Thanks Hans

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html-link field
by Joe Horne 27 Sep '06

27 Sep '06

Module: config.pm Field http-link Help, I am a newbie at Perl and the OTRS system. I need to put an IP address in this field and have the browser use it as a page. Basically I want to use an IP address of a router so I can access it directly. Thanks _____________________________________ Joseph G. Horne, Microsoft XP MCP joeyhorne(a)salisbury.net ________________________________________________________________ Sent via the Salisbury.Net WebMail system at salisbury.net

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RE: spam
by Phil Morris 27 Sep '06

27 Sep '06

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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Problem with OTRS 2.0
by franck.lamas＠stp-presse.fr 27 Sep '06

27 Sep '06

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What does this strange message mean?
by Nima Samadi 27 Sep '06

27 Sep '06

ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Tue Sep 26 20:42:02 2006 Message: Need Search, UserLogin or PostMasterSearch! Traceback (3217): Module: Kernel::System::CustomerUser::DB::CustomerSearch (v1.36) Line: 116 Module: Kernel::System::CustomerUser::CustomerSearch (v1.22) Line: 154 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 114 Module: Kernel::System::PostMaster::Run (v1.52) Line: 239 Module: main::FetchMail (v1.17) Line: 198 Module: /opt/otrs//bin/PostMasterPOP3.pl (v1.17) Line: 126

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Customer auth via 2, 3 ... n LDAP-servers
by Alexander Gottlieb 27 Sep '06

27 Sep '06

Hi there All! Can I use more then one LDAP for customer auth? I know that is possible to use up to 10 LDAPs for customer data: $Self->{CustomerUser1} = { ... } $Self->{CustomerUser2} = { ... } and so on... But what about $Self->{'Customer::AuthModule'}? And second question - is it possible to use LDAPS (LDAP over SSL) for customer beckend? -- WBR, Alexander B. Gottlieb, mailto:alex@cca.usart.ru ICQ: 13043204 / Jabber: alex(a)jabber.usurt.ru -|- -|-

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Updating ticket from email
by Robert Q.H Bui 27 Sep '06

27 Sep '06

Hello all, Does anyone know how to update a ticket from an email. That is, if a user send an email to OTRS, the system checks to see if that ticket is an existing ticket, if so, add the email to the ticket as part of the history (and maybe send a notification to owner of the ticket). Regards, Robert Bui

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faqs
by Joey Horne 26 Sep '06

26 Sep '06

I have looked everywhere and I'm having a hard time figuring out where to build the faqs. I'm a newbie and I'm sorry to bug the group. Joey Horne Salisbury.Net / Internet America 704-638-0000 jhorne(a)salisbury.net

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