March 2007 - otrs - OTRS mailing lists

POP3 and SSL (idea)
by Miguel Angel Bayona Pérez 21 Mar '07

21 Mar '07

It seems that more and more, POP3 e-mail access is done via SSL (i.e. gmail). Current implementation in OTRS (i.e. PostMasterPOP3.pl) is done via Net::POP3 module which does not support SSL. Would it be possible (and easy) to repalce it with the Mail::POP3Client? Unfortunatelly, I'm not a perl guy and I cannot see how difficult it is. Is it a good idea?. Is it doable? http://search.cpan.org/~sdowd/Mail-POP3Client-2.17/POP3Client.pm -- --------------------------- Miguel Angel Bayona Pérez OPT Sistemas Avda. de los Prunos 11 28042 Madrid T. +34 913 717 710 M. +34 639 197 571 mabayona(a)optsistemas.com http://www.optsistemas.com ---------------------------

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Possible bug in OTRS - email address falsely marked as invalid
by Mike Morris 20 Mar '07

20 Mar '07

> We received an email from xxxx(a)hallo.ms. When our support operator tries > to send the reply, OTRS returns a message: "invalid config > (xxxx(a)hallo.ms) The email address works, we have confirmed this. > > Bug or feature? My guess is, the email address validation subroutine does > not know this relatively new domain. Feature. There's code to explicitly try to filter out test/junk addresses; in fact, I think it actually checks for mailbox names of "junk", "test" and "xxxx", etc. This is set in SysConfig, see "Config Options: Framework -> Core" and it's "CheckEmailInvalidAddress". The default regexp pattern to detect invalids is: @(aa|aaa|aaaa|aaaaa|abc|any|anywhere|anonymous|bar|demo|example|foo|hello| hallo|me|nospam|nowhere|null|some|somewhere|test|teste.|there|user|xx|xxx|xxxx )\.(..|...)$ Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Free Quote: I have never been so well pleased, as when I could shift power from my own, on[to] the sholders of others; nor have I ever been able to conceive how any rational being could propose happiness to himself from the exercise of power over others. - Thomas Jefferson, January 26, 1811, letter to Monsieur Destutt de Tracy ------------------------------------

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Can I create stats for time units?
by Donald Musser 20 Mar '07

20 Mar '07

Hello everyone, I've had a bit of exposure to OTRS, as my company has been using it as our ticketing system for months now. We recently made the decision to start recording work units, and I wanted to know if anyone knew of a way to incorporate work units into the STATS objects. More specifically, I wanted to get the work units (by minutes or hours) for a particular ticket queue within a given time period. Any suggestions? ~Myles

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RE: [otrs] error message
by Sune T. Tougaard 19 Mar '07

19 Mar '07

Hi, I'm experiencing the same problem quite often. However, switching to "iso-8859-1" makes foreign characters (æ, ø, å (and probably others as well)) appear like garbled text. Both in usernames and subjects and and body of imported mails. Anyone aware of any other solutions that might help me? Thanks. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tabitha Stang Sent: Thursday, March 15, 2007 2:20 PM To: 'User questions and discussions about OTRS.org' Subject: AW: [otrs] error message Hi Peter, Thanks, that worked great! Greetings, Tabitha _____ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Beugen, Peter van Gesendet: Mittwoch, 14. März 2007 09:49 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] error message I had the same problem with a new OTRS installation, while never had the problem before. In the new installatio I used (as recommended) utf-8 charset. I switched back from 'utf-8' to 'iso-8859-1' charset and the problem disappeared..... Regards, Peter Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens Tabitha Stang Verzonden: woensdag 14 maart 2007 9:40 Aan: 'User questions and discussions about OTRS.org' Onderwerp: AW: [otrs] error message Hi Salvador, Thanks for the quick answer! Yeah, I'm sure that'd work but having the perl script not recover at all is prety harsh (especially in unattended situations like at 2am.) Would it be possible for perl to trap such an error? (Sorry, I'm not a perl guru.) Thanks! Tabitha _____ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Salvador Manzo Gesendet: Dienstag, 13. März 2007 18:11 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] error message POP3 clients occasionally fall over on a particular header. When this happens, you usually need to use an alternate client to log into the mailbox and manually zap the problem message. On 3/13/07 09:48, "Tabitha Stang" <stang(a)cleverbridge.com> wrote: Hi OTRS List, I'm using OTRS 2.1.6. PostMasterPOP3.pl dies on a bad message with the following error: Message 18/759 (imap-test(a)pop3.cgn.cleverbridge.com) Safety protection waiting 2 second till processing next mail... Malformed UTF-8 character (unexpected non-continuation byte 0x63, immediately after start byte 0xfc) in pattern match (m//) at /usr/pkg/otrs/Kernel/cpan-lib/MIME/Words.pm line 223. Malformed UTF-8 character (fatal) at /usr/pkg/otrs/Kernel/cpan-lib/MIME/Words.pm line 223. What makes things worse is, the next time it starts up, it starts with message #1 and dies again on #18. And then again, rinse and then repeat. What to do? Help! Tabitha ----- Salvador Manzo [ 620 W. 35th St * Los Angeles, CA 90089 e. manzo(a)usc.edu ] Auxiliary Services IT, Datacenter University of Southern California 818-612-5112 --- "Sometimes it is said that man can not be trusted with government of himself. Can he, then, be trusted with the government of others? Or have we found angels in the forms of kings to govern him? Let history answer this question." -- Thomas Jefferson (First Inaugural Address, 3/4 1801)

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Ticket Age Time
by Andreas.Plaul＠jpn.tuv.com 19 Mar '07

19 Mar '07

Hello, I have an issue with the ticket age time. In all views the ticket is aging infinite (default behavior) even when the status is set to closed. Now my management wants to change that to see the time between ticket creating (create_time) and ticket closing. I remember that last year the only way to do this, was to alter the ticket.pm and the ticket table in MySQL. Like in this link: http://www.opensubscriber.com/message/otrs@otrs.org/3250025.html My question now, did somebody come up with a more convenient way (especially because of updating OTRS to a new version)? I know the solution from the above link works, but it is really altering OTRS, so I am looking for a better way/ Best Regards, Andreas Plaul -- This message has been scanned for viruses and malicious content by TUV Rheinland Japan's perimeter scanner, and is believed to be clean.

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To the Group FS / DB, not a prob just a question?
by Dave Wojciechowski 17 Mar '07

17 Mar '07

Hello, all, question for the group, I have OTRS running in DB storage mode right now for everything articles and attachments because I don't have a redundant solution for the host server. The db is off server so that is in a safe place and has a good bit of storage. How much of a speed difference is there w/ the db being 1 on server and 2 using fs for storage of articles and attachments? Also are you using this config and have used the other and seen the change in the speed? Also what are ppl's load time for say phone ticket after keying in a search for the customer and then also for selecting a queue. I'm seeing about 4 seconds. I'm also seeing about the same for viewing articals in the ticket. Thanks

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Ticket Rejections and Replies
by John Blumel 16 Mar '07

16 Mar '07

I'm a little confused about the the whole ticket rejection thing and which replies are sent, or if different circumstances result in different replies. First, there's the "Default rejection (Follow-up on closed ticket)", type "auto-reject" auto-response that would seem to do what the name suggests, yet a followup to a closed ticket seems to reopen it. Is this somehow time dependent and, if so, where is that configured. Then, there are the "PostMaster::PreFilterModule::NewTicketReject::..." entries in "Core::Postmaster", and filter rules that would result in tickets being rejected. So, which of these applies when and why? Any light anyone can shed on this would be greatly appreciated. John Blumel

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Possible bug in OTRS - email address falsely marked as invalid
by Jan Miczaika 16 Mar '07

16 Mar '07

We received an email from xxxx(a)hallo.ms. When our support operator tries to send the reply, OTRS returns a message: "invalid config (xxxx(a)hallo.ms) The email address works, we have confirmed this. Bug or feature? My guess is, the email address validation subroutine does not know this relatively new domain. -- Geschäftsführer / Managing Director Hitflip Media Trading GmbH www.hitflip.de - new: www.hitflip.co.uk Tel. +49-(0)221-272407-27 Fax. 0221-272407-22 HRB 59046, Amtsgericht Köln Geschäftsführer: Andre Alpar, Jan Miczaika, Gerald Schönbucher

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Archiving OTRS
by Danie 16 Mar '07

16 Mar '07

Hi , We are looking at ways to archive our existing OTRS data to ease the load on our production server. We are using the ArticleStorageFS method of storing emails , now we are backing up the data at 3 hour intervals and this seems to "slow down" OTRS because our backup system (Bacula , great open source backup solution btw :)) needs to scan the whole article directory. How can we move the MySQL data as well as the article data , without losing any references between the ticket data and the article data? How does OTRS store the ticket data in the DB? As you can see this is quite an unique situation , and any suggestions will be greatly appreciated. Daniel

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Collecting feedback after a ticket is closed
by Jan Miczaika 16 Mar '07

16 Mar '07

Hello, I would like to collect feedback from the customer after a ticket is closed. There is a survey module in OTRS. Does this fulfill this purpose? Where can I find more documentation on the survey module? It is missing in the online manual (section 16). If I cannot use the survey module, I would like to call a URL once a ticket is closed (either successfully or unsuccessfully). The URL should contain (at least) the ticket number and the recipients email address. This is a job for the GenericAgent, right? Can I extend the ARG array passed to the CMD? I could point this to a bash script or to wget. Thanks Jan -- Geschäftsführer / Managing Director Hitflip Media Trading GmbH www.hitflip.de - new: www.hitflip.co.uk Tel. +49-(0)221-272407-27 Fax. 0221-272407-22 HRB 59046, Amtsgericht Köln Geschäftsführer: Andre Alpar, Jan Miczaika, Gerald Schönbucher

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