February 2007 - otrs - OTRS mailing lists

Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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RE: [otrs] using email to close otrs tickets
by Bartsch, Martin msg asp gmbh 13 Sep '07

13 Sep '07

Hi, use the generic agent. Search for tickts with CLOSE an set the new state to closed. Mit freundlichen Grüßen / Kind regards Martin Bartsch > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On > Behalf Of Janet Post > Sent: Monday, December 18, 2006 9:51 PM > To: User questions and discussions about OTRS.org > Subject: [otrs] using email to close otrs tickets > > > Hello all, > > I am using otrs version 2.1.2. I would the ability to close > tickets via > email. I would like to have a filter that finds either: CLOSED or > RESOLVED as the first word in the subject line, and have otrs > close the > ticket. Is there some way to do this? > > I have tried using the postmaster filter with these settings: > > Match: > Header 1: Subject Value: CLOSED > > Set: > Header 1: X-OTRS-State Value: closed successful > > But this does not seem to work. > > Janet > > _______________________________________________ > 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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Bounce emails without ticket numbers
by Maurice James Ny 13 Aug '07

13 Aug '07

How do I have the system bounce emails that do not contain ticket numbers? When ever I enable this option in sysconfig the POP3PostMaster.pl PID always hangs and I get the following error: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running yourhost.example.com/1837)

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Possibly a Bug...Possibly Me....Agent Notifications
by Trevor Vaughan 22 May '07

22 May '07

Ok, This is kind of related to a previous post but I've been able to expound upon it further. Basically, does anyone know how to properly set up Agent Notifications. I.e. When an external email comes into the queue, a notification is sent. When an agent enters something into the queue, a notification is sent. However, when a customer adds something into the queue from the customer web interface a notification is NOT sent. Can't figure this one out. Help appreciated. Thanks, Trevor -- Heredocs, theredocs, everwhereadocsdocs old macdonald had a server farm he eyed the I/O

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Agents do not receive the notification for email activating the CustomerGroupSupport
by daniele.otrs 02 Apr '07

02 Apr '07

Hi, I have activated the CustomerGroupSupport within SysConfig Frontend:Customer in order to manage the Customer-Group. Now if I open a TICKET from the Customer.pl page, the agents do not receive the notification for email. This only succeeds after to have activated the CustomerGroupSupport. Why? Daniele

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customer ldap auth (help with basic concepts)
by mike conigliaro 14 Mar '07

14 Mar '07

here is how it works as i understand it: 1.) customer tries to log in 2.) otrs authenticates user via ldap 3.) if authentication is successful, otrs tries to look up the user's attributes in the customer_user table. if the attributes are found, the login is successful. if no data exists for the user in customer_user, the login ultimately fails, and you get an error like this in the log: <snip> [Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: No auth record in 'customer_user' for 'xxx' (REMOTE_ADDR: x.x.x.x) </snip> so it appears that you need to create the user twice. once in ldap, and once in otrs. this kinda defeats the purpose of ldap, but ok, fine. now what happens if the users already exist in ldap, and you want to give them access to the customer interface? i log into the admin section to add the otrs account, but this is the message i get: <snip> ERROR: OTRS-CGI-10 Perl: 5.8.4 OS: linux Time: Wed Jan 31 14:27:25 2007 Message: User already exists 'xxx'! </snip> ok, so i guess theres no way to add this user since they already exist in ldap. does this mean i always have to add the otrs account first? there are so many steps and caveats involved here that i cant imagine im doing this right. ldap is supposed to make my life easier, not harder. so how does everyone else do customer ldap authentication in otrs? -- Mike Conigliaro ProActive Technologies conigliaro(a)getproactivenow.com 203.239.0440 ext:317 www.getproactivenow.com

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How to use the MOTD
by Mark de Bruijn 02 Mar '07

02 Mar '07

Hi Guys, I have searched a lot, but cant find how to correctly use the Message of the Day. My idea is that it switches automaticly, but the only way i have it working now, is editing the motd.dtl every day. Well is guess thats not the way its supposed to work. Can someone plz help me out? Regards, Mark de Bruijn

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LDAP and Removing a Customer
by Daniel xxxxx 01 Mar '07

01 Mar '07

When using the built in DB for customers, I've read in the Manual that you don't delete users you simply make them invalid. How does this work for LDAP? If I delete a user out of LDAP do I make a boo boo? Thanks, Daniel

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Reporting
by Jason B. Loven 01 Mar '07

01 Mar '07

Is anyone doing anything cool with reporting etc? We're mostly using OTRS just for it's ticket management capabilities and I have really dug into reporting on it very much other than some basic custom MySQL queries I wrote a while back. I was wondering if anyone had more advanced stuff. For example something that could show reports on tickets open per day/week, avg/week, avg time to completion, etc. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com Web: http://www.cainetserv.com/

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auto-response not working
by Deepak Chopra 01 Mar '07

01 Mar '07

Hello all, I've installed otrs 2.1.3 on Redhat Enterprise Linux 4 everything is working fine but when ever any ticket generates in OTRS System, the auto-reply doesn't send the details to the customers and I'm getting the following error message : Wed Feb 28 17:20:03 2007 notice OTRS-PM3-10 Sent no 'auto reply' for Ticket [2007022810000341] ("xyz" <xyz(a)abc.com>) because the sender doesn't want a auto-response (e. g. loop or precedence header) Thanks in advance Deepak The information contained in this electronic message and any attachments to this message are intended for the exclusive use of the addressee(s) and may contain proprietary, confidential or privileged information. If you are not the intended recipient, you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately and destroy all copies of this message and any attachments. WARNING: Computer viruses can be transmitted via email. The recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus/trojan/worms/malicious code transmitted by this email. www.mind-infotech.com

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