May 2008 - otrs - OTRS mailing lists

REMOVE
by Andy Robbins 07 May '08

07 May '08

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Re: [otrs] how to avoid send emails
by Operacion Control 07 May '08

07 May '08

Thanks a lot to Bret & Lars I have a way without modify the source code Carlos ----- Original Message ---- From: Brett Davis <brett(a)dynojet.com> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Wednesday, May 7, 2008 10:28:14 AM Subject: Re: [otrs] how to avoid send emails If you use "Note" rather than "Compose Answer" link, no email is sent to the customer. I've never used it but the "Phone call" link sounds like it might be exactly what you're looking for here. Do you not have a "Phone call" link over on the right side? It should be the next heading under the "Compose Answer (email):" link or links (depending on what you have defined for the queue) under a heading that reads "Contact customer (phone):" over on the right side when you are zoomed on a ticket. Brett ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Operacion Control Sent: Wednesday, May 07, 2008 09:07 To: User questions and discussions about OTRS.org Subject: Re: [otrs] how to avoid send emails Thank you Lars I see that options are to disable "notifications" but I did mean "the mails sent to customer that are added to zoom view as responses", so I think I must to modify the source code. Any ideas? Carlos, ----- Original Message ---- From: Lars Jørgensen <ITLJ(a)gyldendal.dk> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Wednesday, May 7, 2008 2:03:16 AM Subject: Re: [otrs] how to avoid send emails Hi Carlos. You can disable it on the queue (Admin -> Queue). There are three customer notification options that you can turn off. This applies to all tickets in the queue, though. -- Lars ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Operacion Control Sent: Wednesday, May 07, 2008 1:16 AM To: otrs(a)otrs.org Subject: [otrs] how to avoid send emails Hi guys I would like to know if OTRS could be set up to avoid send email to customer. Currently we are supporting several call shops without internet service, just using telephone lines. The user agents notifications must be kept but the notifications to customer must be cancelled. I did look for at SysConfig but I only found check MX & check mail address. If source code must to be modified, please point me where to do that. Thanks a lot. Carlos Oper & Control ________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system. ____________________________________________________________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ

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IIS
by Coatney, Charles M 07 May '08

07 May '08

I should have read the docs all the way through before installing this. I expected to have some configuration influence during installation. We have a pre-existing IIS server, we are using SQL Server 2000. My manager has approved the installation of MySQL if necessary. After installation the system was non-functional. What do I need to do to reconfigure it? C. Matt Coatney Software Developer Ciber, Inc. Ph: (360)260-1314 ext. 33

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Re: [otrs] Undelivered Mail Returned to Sender
by Tony Canale 07 May '08

07 May '08

why are my emails not getting to you? I'm trying to post an issue with OTRS , but the emails keep bouncing back. please help. thanks, -Tony Date: Wed, 7 May 2008 16:38:52 +0000 From: MAILER-DAEMON(a)otrs.org Subject: Undelivered Mail Returned to Sender To: ynot_ca(a)hotmail.com This is the Postfix program at host lusen.otrs.org. I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below. For further assistance, please send mail to <postmaster> If you do so, please include this problem report. You can delete your own text from the attached returned message. The Postfix program <otrs-otrs(a)lusen.otrs.org>: mail forwarding loop for otrs-otrs(a)lusen.otrs.org --Forwarded Message Attachment-- From: ynot_ca(a)hotmail.com To: otrs(a)otrs.org Date: Wed, 7 May 2008 16:36:35 +0000 Subject: [otrs] invalid otrs@localhost The "Empty answer" and the "Forward" links don't work, this is what it says when we click on it; FROM: OTRS System <otrs@localhost> * invalid otrs@localhost (Invalid syntax)!I checked the sysconfig and the otrs@localhost is a valid email address Can you please help? Thanks, Stay in touch when you're away with Windows Live Messenger. IM anytime you're online. _________________________________________________________________ Get Free (PRODUCT) RED™ Emoticons, Winks and Display Pics. http://joinred.spaces.live.com?ocid=TXT_HMTG_prodredemoticons_052008

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mail loop
by Lars Jørgensen 07 May '08

07 May '08

Am I the only one getting these? Seems there's a loop configuration at lusen.otrs.org. ______________________________________________ From: Mail Delivery System [mailto:MAILER-DAEMON@otrs.org] Sent: Wednesday, May 07, 2008 9:05 AM To: otrs-otrs(a)lusen.otrs.org Subject: Kan ikke leveres: [otrs] how to avoid send emails otrs-otrs(a)lusen.otrs.org #< #5.0.0 X-Postfix; mail forwarding loop for otrs-otrs(a)lusen.otrs.org> #SMTP# Oprindelige brevhoveder: Received: from mail.otrs.com (osser.otrs.com [88.198.17.202]) by lusen.otrs.org (Postfix) with ESMTP id 8D1A81DB95 for <otrs-otrs(a)lusen.otrs.org>; Wed, 7 May 2008 07:05:09 +0000 (GMT) Received: from localhost (localhost [127.0.0.1]) by mail.otrs.com (Postfix) with ESMTP id 1BC7E6DF45 for <otrs-otrs(a)lusen.otrs.org>; Wed, 7 May 2008 09:05:09 +0200 (CEST) Received: from mail.otrs.com ([127.0.0.1]) by localhost (osser.otrs.com [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id 15532-04 for <otrs-otrs(a)lusen.otrs.org>; Wed, 7 May 2008 09:05:08 +0200 (CEST) Received: from smtprelay11.ispgateway.de (smtprelay11.ispgateway.de [80.67.29.28]) by mail.otrs.com (Postfix) with ESMTP id C8E9A6D6D2 for <otrs(a)otrs.org>; Wed, 7 May 2008 09:05:08 +0200 (CEST) Received: from [85.216.47.88] (helo=thatsit-solutions.de) by smtprelay11.ispgateway.de with esmtpa (Exim 4.68) (envelope-from <ITLJ(a)gyldendal.dk>) id 1Jtdi8-0005BX-EO for otrs(a)otrs.org; Wed, 07 May 2008 09:05:08 +0200 Received: from SBS2K3 ([192.168.0.200]) by thatsit-solutions.de with Microsoft SMTPSVC(6.0.3790.3959); Wed, 7 May 2008 09:09:42 +0200 Received: from [80.67.29.48] (helo=mx39.ispgateway.de) by churadas.ispgateway.de with esmtp (Exim 4.68) (envelope-from <otrs-bounces(a)otrs.org>) id 1Jtdhm-0002UP-0x; Wed, 07 May 2008 09:04:46 +0200 X-Envelope-To: hoffmann(a)thatsit-solutions.de Received: from [80.190.216.66] (helo=lusen.otrs.org) by mx39.ispgateway.de with esmtp (Exim 4.68) (envelope-from <otrs-bounces(a)otrs.org>) id 1Jtdhl-0001y0-R1 for hoffmann(a)thatsit-solutions.de; Wed, 07 May 2008 09:04:46 +0200 Received: from lusen.otrs.org (localhost [127.0.0.1]) by lusen.otrs.org (Postfix) with ESMTP id 97A2D2ACFD; Wed, 7 May 2008 07:03:26 +0000 (GMT) X-Original-To: otrs-otrs(a)lusen.otrs.org Delivered-To: otrs-otrs(a)lusen.otrs.org Received: from mail.otrs.com (osser.otrs.com [88.198.17.202]) by lusen.otrs.org (Postfix) with ESMTP id 2FCDB1DB95 for <otrs-otrs(a)lusen.otrs.org>; Wed, 7 May 2008 07:03:24 +0000 (GMT) Received: from localhost (localhost [127.0.0.1]) by mail.otrs.com (Postfix) with ESMTP id AE4C86DF58 for <otrs-otrs(a)lusen.otrs.org>; Wed, 7 May 2008 09:03:23 +0200 (CEST) Received: from mail.otrs.com ([127.0.0.1]) by localhost (osser.otrs.com [127.0.0.1]) (amavisd-new, port 10024) with ESMTP id 15265-04 for <otrs-otrs(a)lusen.otrs.org>; Wed, 7 May 2008 09:03:20 +0200 (CEST) Received: from S-EXCH03-V.gyldendal.dk (s-exch03-v.gyldendal.dk [86.58.160.2]) (using TLSv1 with cipher RC4-MD5 (128/128 bits)) (Client CN "S-EXCH03-V", Issuer "S-EXCH03-V" (not verified)) by mail.otrs.com (Postfix) with ESMTP id 8090C6DF57 for <otrs(a)otrs.org>; Wed, 7 May 2008 09:03:19 +0200 (CEST) Received: from S-EXCH02-V.gyldendal.local (172.23.100.20) by S-EXCH03-V.gyldendal.dk (86.58.160.2) with Microsoft SMTP Server (TLS) id 8.1.263.0; Wed, 7 May 2008 09:03:18 +0200 Received: from s-exch01-v.gyldendal.local ([172.23.100.19]) by S-EXCH02-V.gyldendal.local ([172.23.100.20]) with mapi; Wed, 7 May 2008 09:03:17 +0200 From: "Lars Jørgensen" <ITLJ(a)gyldendal.dk> To: 'User questions and discussions about OTRS.org' <otrs(a)otrs.org> Date: Wed, 7 May 2008 09:03:16 +0200 Thread-Topic: [otrs] how to avoid send emails Thread-Index: Aciv0Dq8HUNAZcXaSkOI72bJok1aXQAP+qog Message-ID: <311386E60ED7E74C8716A6573A7740A004D9142A5E(a)s-exch01-v.gyldendal.local> In-Reply-To: <867925.63631.qm(a)web90301.mail.mud.yahoo.com> Accept-Language: da-DK, en-US Content-Language: da-DK X-MS-Has-Attach: X-MS-TNEF-Correlator: acceptlanguage: da-DK, en-US MIME-Version: 1.0 X-Virus-Scanned: amavisd-new at otrs.com Subject: Re: [otrs] how to avoid send emails X-BeenThere: otrs(a)otrs.org X-Mailman-Version: 2.1.10 Precedence: list Reply-To: User questions and discussions about OTRS.org <otrs(a)otrs.org> List-Id: "User questions and discussions about OTRS.org" <otrs.otrs.org> List-Unsubscribe: <http://lists.otrs.org/cgi-bin/options/otrs>, <mailto:otrs-request@otrs.org?subject=unsubscribe> List-Archive: <http://lists.otrs.org/pipermail/otrs> List-Post: <mailto:otrs@otrs.org> List-Help: <mailto:otrs-request@otrs.org?subject=help> List-Subscribe: <http://lists.otrs.org/cgi-bin/listinfo/otrs>, <mailto:otrs-request@otrs.org?subject=subscribe> Content-Type: multipart/mixed; boundary="===============0942325595==" Sender: <otrs-bounces(a)otrs.org> Errors-To: otrs-bounces(a)otrs.org X-Spam-CMAETAG: v=1.0 c=1 a=jOu+B6uWChjnDDvOZn0JcA==:17 a=CjxXgO3LAAAA:8 a=SOk-LvZ5TdznsbpBDUIA:9 a=VaIivepa0Gf4GPWvr8QA:7 a=NXg564o8q98IqSHLRdRdGFx-67IA:4 a=26g-nz0euNsA:10 a=50e4U0PicR4A:10 a=UdWJCXVTJwvuOrI0ET4A:9 a=ts8BYc5Gn5Wm8lvJiOMA:7 a=mUCdOpz9ofDxhVcbb07p1XrQjTkA:4 a=AfD3MYMu9mQA:10 a=AS_xSAVrAAAA:8 a=QkW8uAROAAAA:8 a=ocrg12pT5OiG5OEr3mUA:9 a=E7SDBDgXnVFVrKMKqj0A:7 a=74X38IoI8Ta1CnlqqovTv7ubFkYA:4 a=61tZBHfzjhcA:10 X-Spam-CMAECATEGORY: 0 X-Spam-CMAESUBCATEGORY: 0 X-Spam-CMAESCORE: 0 X-OriginalArrivalTime: 07 May 2008 07:09:42.0281 (UTC) FILETIME=[525CDF90:01C8B011] X-Df-Sender: 179563 X-Virus-Scanned: amavisd-new at otrs.com X-Amavis-Alert: BAD HEADER Non-encoded 8-bit data (char F8 hex) in message header 'From': From: "Lars J\370rgensen" <ITLJ@...

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invalid otrs@localhost
by Tony Canale 07 May '08

07 May '08

The "Empty answer" and the "Forward" links don't work, this is what it says when we click on it; FROM: OTRS System <otrs@localhost> * invalid otrs@localhost (Invalid syntax)!I checked the sysconfig and the otrs@localhost is a valid email address Can you please help? Thanks, _________________________________________________________________ Stay in touch when you're away with Windows Live Messenger. http://www.windowslive.com/messenger/overview.html?ocid=TXT_TAGLM_WL_Refres…

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Mandatory FreeText Field?
by Rodrigo Pereira 07 May '08

07 May '08

Hi, Is it possible, via web interface SysConfig area, to mark a FreeTextField as mandatory? I've seen a couple of references to that while googling around, but I'm not seeing that option there. Any hints? TIA, rodrigo

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Statistics on ticket history
by Richard Hinkamp - BeSite 07 May '08

07 May '08

Hello, I have a simple report to see how many tickets are closed per agent per period. What I really want is stats to see how many e-mails are sent per agent per period. The data I like to run the stats on is the ticket history. Here I want to check the amount of SendAnswer actions performed per agent. As far as I can see, the stats module is only for tickets. not the ticket history. Is there anything possible with stats on ticket history? Thanks in advance! Richard

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Re: [otrs] how to avoid send emails
by Operacion Control 07 May '08

07 May '08

Thank you Lars I see that options are to disable "notifications" but I did mean "the mails sent to customer that are added to zoom view as responses", so I think I must to modify the source code. Any ideas? Carlos, ----- Original Message ---- From: Lars Jørgensen <ITLJ(a)gyldendal.dk> To: User questions and discussions about OTRS.org <otrs(a)otrs.org> Sent: Wednesday, May 7, 2008 2:03:16 AM Subject: Re: [otrs] how to avoid send emails Hi Carlos. You can disable it on the queue (Admin -> Queue). There are three customer notification options that you can turn off. This applies to all tickets in the queue, though. -- Lars ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Operacion Control Sent: Wednesday, May 07, 2008 1:16 AM To: otrs(a)otrs.org Subject: [otrs] how to avoid send emails Hi guys I would like to know if OTRS could be set up to avoid send email to customer. Currently we are supporting several call shops without internet service, just using telephone lines. The user agents notifications must be kept but the notifications to customer must be cancelled. I did look for at SysConfig but I only found check MX & check mail address. If source code must to be modified, please point me where to do that. Thanks a lot. Carlos Oper & Control ________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. ____________________________________________________________________________________ Be a better friend, newshound, and know-it-all with Yahoo! Mobile. Try it now. http://mobile.yahoo.com/;_ylt=Ahu06i62sR8HDtDypao8Wcj9tAcJ

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Problem with HTTPS part 2
by Matias N. Sliafertas 07 May '08

07 May '08

hello list, I am a user of OTRS and I'm having a problem, when I install the OTRS in standalone mode works https without any kind of problem, but when I install the OTRS on servers that have at least 1 virtual host this does not work at https, someone knows that it can be -- ----------------------------------------------------------- ----------------------------------------------------------- Matias N. Sliafertas

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