September 2007 - otrs - OTRS mailing lists

Cron <otrs@calltrkr> $HOME/bin/PendingJobs.pl >> /dev/null
by Jeff Shepherd 14 Sep '07

14 Sep '07

Hello, Is there anyone else that gets these messages? I don't know what's causing them and I get about 15 a day. Any help or ideas would be greatly appreciated! Thanks! -Jeff -------- Original Message -------- Subject: Cron $HOME/bin/PendingJobs.pl >> /dev/null ERROR: No Ticket::StateAfterPending found for 'Pending Auto Close Successful' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'Pending Auto Close' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'Pending Auto Close' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'Pending Auto Close' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'Pending Auto Close' in Kernel/Config.pm! ERROR: No Ticket::StateAfterPending found for 'Pending Auto Close' in Kernel/Config.pm!

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Regex in postmaster filter to match email address from body and set as Contact ID
by * ProfitGrabber Support* 14 Sep '07

14 Sep '07

Need a little help with regex to parse a email address from the body of a email and set it as ContactID The email address appears like this in the body (on its own line): Email:*Name@Domain.com I have tried this (I don't know regex I was just guessing): Email:*(.+?@.+?) I tested an email and it gave me this as a Contact ID : *name@d So I'm close. A little help please. Barry Keyles

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Escalation alerts Via email
by Greg Evans 14 Sep '07

14 Sep '07

I have modified genericagent.pm so that i'm supposed to receive an email when a ticket in myqueues has been escalated. Unfortunately, according to the documentation, I do not have an option in Agent preferences to turn on escalation email notifications. How do I turn this on?! Greg _________________________________________________________________ Get a FREE small business Web site and more from Microsoft® Office Live! http://clk.atdmt.com/MRT/go/aub0930003811mrt/direct/01/

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AW: AW: [otrs] customer webinterface queue selection
by Pascal Rebsamen 14 Sep '07

14 Sep '07

Yes i know. But each queue has its own responsible.... -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nils Breunese (Lemonbit) Gesendet: Freitag, 14. September 2007 11:54 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] customer webinterface queue selection Pascal Rebsamen wrote: > every customer must be in its own queue. > > its for statistics. You know you can also customize/write your own statistics queries? I really wouldn't go through the trouble of maintaining a queue for every customer. Nils Breunese.

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AW: [otrs] customer webinterface queue selection
by Pascal Rebsamen 14 Sep '07

14 Sep '07

every customer must be in its own queue. its for statistics. ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von look.ice(a)gmail.com Gesendet: Freitag, 14. September 2007 07:28 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] customer webinterface queue selection And what for 1 queue per customer? Queue allows to devide reuests per subject/area.... Custommer will only see his own requests. There is no need to create queue for everyone!!!!

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Freetext dropdown selection
by Andrea Consadori 14 Sep '07

14 Sep '07

Hi all, actually i customize the phonenew and customerticketnew page to permit a selection of some info's i put in freetext.. my situation is the following: field1 ---> value1 value2 value3 field2 --->value4 value5 value6 it's possible to create a drop down menu for free-text info's like this: filed1---->filed2----> value1 value2 value3 filed3-----> vale 4 value5 vale6 i need this to: 1- save space on request 2- in ticket info acually i see all field, and some info's is not usefoul (i select field1 i don't need filed2 info's) MSN: andrea.consadori(a)hotmail.itWEB: http://www.consadori.com _________________________________________________________________ Ti piace viaggiare? Allora racconta le tue avventure su MSN Diari di viaggio http://diaridiviaggio.it.msn.com/

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AW: [otrs] customer webinterface queue selection
by Pascal Rebsamen 14 Sep '07

14 Sep '07

i tested it. but the customer can see all queues. he can create a ticket to a queue, where he has no access. ticket is created, but customer can't see it anymore. ________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Buechling, Thomas Gesendet: Freitag, 14. September 2007 09:13 An: User questions and discussions about OTRS.org Betreff: AW: [otrs] customer webinterface queue selection I think you have to put each user into a separate group and give the group only access rights to one queue. Then the Customers should only see their Queues -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Pascal Rebsamen Gesendet: Donnerstag, 13. September 2007 17:03 An: otrs(a)otrs.org Betreff: [otrs] customer webinterface queue selection hi, we want use otrs to support our customers. the primary ticket handling should be done over the customer webinterface. we created a queue for each customer and added a new customer account. when the customer log in to the webinterface and create a new ticket, he can see all queues. what can i do, that the customer only see the queue, that is responsible for hes company? thanks for help regards pascal

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AW: [otrs] customer webinterface queue selection
by Buechling, Thomas 14 Sep '07

14 Sep '07

I think you have to put each user into a separate group and give the group only access rights to one queue. Then the Customers should only see their Queues -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org]Im Auftrag von Pascal Rebsamen Gesendet: Donnerstag, 13. September 2007 17:03 An: otrs(a)otrs.org Betreff: [otrs] customer webinterface queue selection hi, we want use otrs to support our customers. the primary ticket handling should be done over the customer webinterface. we created a queue for each customer and added a new customer account. when the customer log in to the webinterface and create a new ticket, he can see all queues. what can i do, that the customer only see the queue, that is responsible for hes company? thanks for help regards pascal

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How to use MS Exchange server for POP3 mailbox
by Deepak Chopra(MIND) 14 Sep '07

14 Sep '07

Hello Everyone !, I'm running OTRS2.2 on my Linux Server but last week we've changed our Mail server to MS Exchange Server. After migrating to exchange server my POP3 account for otrs is not working. Can any one tell me the how to configure the Mailbox for MS Exchange server. My exchange server is using Secure Layer port 995 for POP3 accounts. Regards Deepak Chopra ________________________________ 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.motherson.com

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Attachments Cause "Need Filename!" and "Need Content!" Errors
by J Yunke 13 Sep '07

13 Sep '07

Hi -- I'm new to OTRS, so feel free to RTRM me as needed! I do the following: 1. Admin-Area, Attachments, add an attachment. No errors. 2. Admin-Area, response, add the above attachment. No errors. 3. Ticket, Zoom, respond using the above response. The attachment doesn't show on the screen, and before I click Submit, I get this in the logs: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Thu Sep 13 13:47:56 2007 Message: Need Filename! Traceback (9969): Module: Kernel::System::Web::UploadCache::FS::FormIDAddFile (v1.7 ) Line: 73 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.6 ) Line: 138 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 498 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_local_projects_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.81) Line: 202 Module: ModPerl::RegistryCooker::run (v1.81) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Thu Sep 13 13:47:56 2007 Message: Need Content! Traceback (9969): Module: Kernel::System::Web::UploadCache::FS::FormIDAddFile (v1.7 ) Line: 73 Module: Kernel::System::Web::UploadCache::FormIDAddFile (v1.6 ) Line: 138 Module: Kernel::Modules::AgentTicketCompose::Run (v1.30) Line: 498 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_local_projects_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.81) Line: 202 Module: ModPerl::RegistryCooker::run (v1.81) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30 ---- I have tried both FS and DB-based WebUpload configurations; both generate the same error. How do I use attachments? Permissions look correct. My environment: Red Hat Enterprise Linux AS release 4 (Nahant Update 5) Apache/2.0.52 mod_perl-1.99_16-4 otrs 2.2.2 Thanks for your help! -- Justin

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