November 2008 - otrs - OTRS mailing lists

Auto Responses
by listas＠compulinx.com.ar 08 Nov '08

08 Nov '08

Hello list, I am trying to form OTRS so that when shipment a mail to a mail direction the system generates tickets automatically and responds to the sender with the number of tickets and a message, as it happens when a mail is sent to demo(a)otrs.org. Somebody knows of some tutorial or some aid to obtain this. Greetings and thanks.

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OTRS hangs on fetching mails
by Stefan Warten 07 Nov '08

07 Nov '08

Hello! We are using several OTRS installs (on one server) with a dedicated database server. Mails are fetched with the PostMasterMailbox.pl. Since we had a server problem and had to reset/reboot it, 2 of 8 OTRS stopped getting new mails. In the System Log, we have this entry: Can't create PID PostMasterMailbox, because it's already running (support-new.panfu.nl/4123)! In fact, there are some PostMasterMailbox.pl processes running. Killing these processes and deleting the entry in the process_id table in the database does not fix this issue. Executing ./PostMasterMailbox.pl -f 1 -d 3 manually gives this output: Notice: PostMasterMailbox.pl is already running but is starting again! Net::POP3>>> Net::POP3(2.28) Net::POP3>>> Net::Cmd(2.26) Net::POP3>>> Exporter(5.58) Net::POP3>>> IO::Socket::INET(1.29) Net::POP3>>> IO::Socket(1.29) Net::POP3>>> IO::Handle(1.25) Net::POP3=GLOB(0x20a24b50)<<< +OK POP3 Ready mailserver.example.com 0001ee64 Net::POP3=GLOB(0x20a24b50)>>> USER otrs_xx(a)example.com Net::POP3=GLOB(0x20a24b50)<<< +OK USER otrs_xx(a)example.com set, mate Net::POP3=GLOB(0x20a24b50)>>> PASS .... Net::POP3=GLOB(0x20a24b50)<<< +OK You are so in Net::POP3=GLOB(0x20a24b50)>>> STAT Net::POP3=GLOB(0x20a24b50)<<< +OK 5800 30295323 Net::POP3=GLOB(0x20a24b50)>>> LIST Net::POP3=GLOB(0x20a24b50)<<< +OK POP3 clients that break here, they violate STD53. POP3: Message 1/5800 (otrs_xx(a)example.com/mailserver.example.com) Net::POP3=GLOB(0x20a24b50)>>> LIST 1 Net::POP3=GLOB(0x20a24b50)<<< +OK 1 1859 Net::POP3=GLOB(0x20a24b50)>>> RETR 1 Net::POP3=GLOB(0x20a24b50)<<< +OK 1859 octets follow. And now, the process is hanging endless. In one OTRS System Log is a message saying that a filter is applied to this message but it does not appear in any queue. In the other OTRS, no filter is applied to the message and it it does not appear in any queue either. We could exclude the possibility that this issue is caused by a specific mail. It happens always and with every mail. Has anyone an idea what could cause such an issue? Regards, SW.

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Responding to users via OTRS.
by Ken D'Ambrosio 06 Nov '08

06 Nov '08

Hi, all. Maybe I'm just dumb, but I haven't figured out how one uses OTRS to respond to users. One "problem" with OTRS is that it's got so many features, it can sometimes be daunting to find the answer in the documentation. I've tried, for example, to see if "note" would respond to users, but it appears not to -- though the fact that I only have "note-internal" in my drop-down might be relevant... but I can't figure out how to modify that. So, bottom line, if there's a pointer to what I should be using, it would be much appreciated. Thanks, -Ken

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Re: [otrs] How can see a list of All registered customers?
by LQ Marshall 06 Nov '08

06 Nov '08

>I'd like to see a listing of >customers that have >registered with OTRS, how >can I? Enter an asterisk (*) in the search field. LQ

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How can see a list of All registered customers?
by Wes Plate 06 Nov '08

06 Nov '08

I'd like to see a listing of customers that have registered with OTRS, how can I? I can search for them but searching for an empty string doesn't get me anything. -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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OTRS2 on Ubuntu Hardy - missing icons
by Matthijs 06 Nov '08

06 Nov '08

Hi all, I Just installed package otrs2 on an Ubuntu 8.04.1 server. After some initial database problems* otrs seems to be running fine. However, when I log in to otrs, the menu doesn't display any icons. Instead, there's two lines of the same link (when using Firefox - IE on the other hand clearly displays red crosses where the icons should have been). I've made a screenshot of this issue: http://www.tenkate.net/bugs/otrs_no_icons.png All images that should be in the menu seem to exist on the server, located on /var/lib/otrs/httpd/htdocs/images/Standard/ They al have the owner 'otrs' and group 'www-data', mask 664, which seems to me they should be perfectly readable by the system. Can anyone give me any tips on how to fix this issue? Kind regards, Matthijs * = database should be installed proir to installing otrs2, but this is not the case when it's selected and installed by automatically resolving dependencies, which then results in an error when apt configures otrs2.

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How to set the Generic Agent?
by Stefano Milziadi 05 Nov '08

05 Nov '08

Hi! When a customer open a new ticket, this is assigned to the agent: root@localhost I want that new tickets are assigned to other agent (for example: Mark Twain), but i don't know if i have to modify the Generic Agent settings or i have to modify other settings. I've 2 queue that, in theory, should be used by 2 agent. But, both are assigned to root@localhost. Thanks -- Stefano Milziadi pepozzo(a)gmail.com

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How are the Top 10 articles on the public FAQ determined?
by Wes Plate 05 Nov '08

05 Nov '08

I can't find any documentation about the "Top 10 articles" listing of articles on the public FAQ. How is that list determined? OTRS 2.3.3 FAQ 1.5.3 -- Wes Plate Automatic Duck, Inc. http://www.automaticduck.com

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POP3 - Leave message on the server
by Joseph Lundback 05 Nov '08

05 Nov '08

Hi, I googled ( I know I'm not good at it :) ) for settings on how to configure OTRS to leave messages on the mail server. Is it possible to change this setting or would this cause OTRS to open a new ticket it fetches the email? /Joseph ________________________________ The information in this E-mail is confidential. If you are not the intended recipient please notify the sender immediately and delete this E-mail without reading, using or disseminating the information contained in it. Although Touchbet Ltd believes this E-mail and any attachments are free of any virus or other defect which may affect a computer, it is the responsibility of the recipient to ensure that it is virus free and Touchbet Ltd does not accept any responsibility for any loss or damage arising in any way from its use.

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Mapping Ticket# and TicketID
by Stefan Gründel 05 Nov '08

05 Nov '08

Hi, I want to integrate links to OTRS in our SVN commits. I can do that with a link like https://server/otrs/index.pl?Action=AgentTicketZoom&TicketID=14, but this uses the internal TicketID, I'd rather use a link with the Ticket#, which identifies the ticket from the user's point of view. Any ideas on how to achieve this? Many thanks in advance, Stefan

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