August 2007 - otrs - OTRS mailing lists

Problem When reply a ticket after upgdrade 2.0.3 to 2.2.1
by Carlos A Cardona Gomez 08 Aug '07

08 Aug '07

Hello, I just upgraded OTRS from versión 2.0.3 to 2.2.1, but I can't replay a ticket because I get the Mensaje: You need permissions!. I even created a new user, gave it all permissions, assigned all the queues but still can't reply a Ticket. I looked on the mail list.... And I found a similar topic, but didn't help my case.... Any ideas of what could be happening? I did a meticulous comparison between my installation of otrs 2.2.1 and a well working one of otrs 2.0.3. I changed the owners and permissions of ALL otrs files and directories that were not the same as the 2.0.3 version. But nothing changed. I still have the "You need permissions!" message. Any other idea? Carlos Cardona.

1 0

Problem When reply a ticket after upgdrade 2.0.3 to 2.2.1
by Carlos A Cardona Gomez 08 Aug '07

08 Aug '07

Hello, I did a meticulous comparison between my installation of otrs 2.2.1 and a well working one of otrs 2.0.3. I changed the owners and permissions of ALL otrs files and directories that were not the same as the 2.0.3 version. But nothing changed. I still have the "You need permissions!" message. Any other idea? >Check your permissions on the main otrs directory and make sure that user/group have read/write and it's propagated all the way down the tree >Jonathan Larsen > >Mountain West Heart Center >IT Dept >it(a)heartslc.com >801.270.4108 >>Hello, >> >>I just upgraded OTRS from versión 2.0.3 to 2.2.1, but I can't replay a ticket because I get the Mensaje: You need permissions!. >>I even created a new user, gave it all permissions, assigned all the queues but still can't reply a Ticket. >>I looked on the mail list.... And I found a similar topic, but didn't help my case.... Any ideas of what could be happening? > >> >>Thanks... Carlos Andrés Cardona | Analista de Informática | Centro de Tecnologías de Información y Comunicación Universidad Pontificia Bolivariana | Circular 1 No. 70-01, Bloque 9 Of.210. | Medellín, COLOMBIA Tel: +57(4)415 90 06 | Ext. 7411 carlos.cardona(a)upb.edu.co <mailto:carlos.cardona@upb.edu.co> | www.upb.edu.co <http://www.upb.edu.co/>

3 2

Download only email fetching
by Dan King 08 Aug '07

08 Aug '07

Is there a way to have OTRS only download emails from a pop server as opposed to having them transfered from the server into the OTRS system? Or a way of sending emails the OTRS system fetches to a secondary email address that can be used as a backup? Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

2 1

Saving a draft
by Dan King 08 Aug '07

08 Aug '07

I would like to add the functionality in OTRS that will allow a typed up mesasge to a customer to be saved for review or sending at a later date. Is this functionality in the works? Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

2 1

Closed Ticket Re-Opens
by Buice, David R 08 Aug '07

08 Aug '07

Hello, We have a ticket that after we close re-opens itself about 3 minutes later. We think it's related to an automatic email coming from the ticket. Anybody else seen anything like this before in OTRS? Thanks David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122

2 2

PostMaster.pl permissions
by Partington, Eric 08 Aug '07

08 Aug '07

I have been struggling with the PostMaster.pl file and what I think is a problem with the permissions. As of the install on suse enterprise 10.0 the permissions are : -rw-r--r-- 1 wwwrun www 3985 2007-07-01 19:57 PostMaster.pl When using the otrs user I am unable to perform the test: cat /opt/otrs/doc/test-email-1.box | ./opt/otrs/bin/PostMaster.pl bash: /opt/otrs/bin/PostMaster.pl: Permission denied If I change the permissions of the PostMaster.pl file to 755, I can run the test above, but after some time the permissions are reset. How can I fix this or what am I doing wrong? Thanks, Eric _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

2 1

Retrieving Email From Windows Insall
by darin＠rehnonline.com 08 Aug '07

08 Aug '07

Will, Thanks for your response. You are right. After posting I was poking around (I just inherited this network) and found that they are not running POP mail services. My bad, I should have posted my findings. Thanks again! -Darin

1 0

Retrieving Email From Windows Insall
by darin＠rehnonline.com 08 Aug '07

08 Aug '07

I am having trouble getting my OTRS windows install to retrieve email from my Exchange server using Pop3. I have created an email account for the queue and assigned it to the queue. The system is not having any trouble sending email via SMTP for notification. The instructions for this are not very clear. Thanks, Darin

2 1

Can't create PID PostMasterPOP3
by Yael Naveh 08 Aug '07

08 Aug '07

Hello list, Anyone familiar with this error: [Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3, because it's already running The ORTS system stop retrieve mail from mail server. Thanks, Yael.

3 5

Re: [otrs] What would cause Followups to go to the wrong agent?
by otrs user 07 Aug '07

07 Aug '07

Wow, thanks a ton! The user that wasn't receiving followup notification seemed okay. However, the two agents that were mistakenly receiving her notifications, did not have default queues assigned. When I assigned them default queues, the agent that wasn't receiving followup notifications, began to receive them! Also, this cause the agents that were mistakenly receiving the other agent's followup notifications to cease to receive them. All is well now, Thank you *very* *very* much. Charlie ----- Original Message ---- From: Andy Lubel <andy.Lubel(a)gtsi.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Tuesday, August 7, 2007 11:20:09 AM Subject: RE: [otrs] What would cause Followups to go to the wrong agent? Take a look at the agents profile (when logged on as the agent not receiving the notifications go to "Preferences"). There you will see the notification settings. You will need to also highlight the queues that you want these notifications for. HTH, -Andy Lubel -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs user Sent: Monday, August 06, 2007 2:26 PM To: otrs(a)otrs.org Subject: [otrs] What would cause Followups to go to the wrong agent? Hi, What would cause followups to go to the wrong agent? I have an agent that is not receiving followup notification when a customer replies to a ticket. Instead, the followup is going to an agent that is not involved with the ticket in any way. I've browsed the MySQL data to look for problems, but haven't seen any issues. Could anyone give me a clue where to look? I'm running a current version of OTRS 2.2.1 on Linux, with data stored in MySQL. Cheers, Charlie ________________________________________________________________________ ____________ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC _______________________________________________ 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 or 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 or consulting for your OTRS system? => http://www.otrs.com/ ____________________________________________________________________________________ Choose the right car based on your needs. Check out Yahoo! Autos new Car Finder tool. http://autos.yahoo.com/carfinder/

1 0