June 2008 - otrs - OTRS mailing lists

2 inbound mail ids
by Jamie Spence 06 Jun '08

06 Jun '08

Hey, I have just added a second inbound mail and cant seem to get it going. 1) Is it possible? 2) anything specific I need to do. I had no issue with the first one. Jamie -- ==================== Jamie Spence Mobile: ++91 98 45611185 Flat 4023, Sobha Jasmine Outer Ring Road, Bellandur Bangalore, India 560 103

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PostmasterPOP3.pl - No mail import
by Sune T. Tougaard 06 Jun '08

06 Jun '08

Hi, Im having some issues with an OTRS 2.2.4 installation on a Windows 2003 server. Everything has been running fine for very long. I'm not sure that it's related but last week i added another Postmaster POP3 Account, now 8 accounts in total. Since also sometime last week, the PostmasterPOP3 script doesn't import mails. No events recorded in the OTRS log, but in the CRONw log i see the following: [2008/06/04 08:05:00] going to start C:/Apps/Perl/bin/perl.exe with arguments 'C:/Apps/otrs/bin/PostMasterPOP3.pl' [2008/06/04 08:05:00] Win32::Process::Create('C:\WINDOWS\system32\cmd.exe', '"cmd.exe" /C "C:/Apps/Perl/bin/perl.exe C:/Apps/otrs/bin/PostMasterPOP3.pl"', 'C:/Apps/Perl/bin') [2008/06/04 08:05:00] Process 1608 started [2008/06/04 08:05:01] Process 1608 finished. Exit code: 3221225477 Not totally sure, but that exit code looks to me like a C0000005, which usually means Access Denied / Access Violation. I can't figure out why i'm seeing this. Don't see any recent fixes installed or any major changes made. I tried configuring the cron service to log on as Administrator (default is LocalSystem), and that appeared to work (only after a reboot though), but only for a short while. The error in the log reappears a little later, and the mail import stops. I think that it may be more related to CRONw (or probably Windows) than OTRS, but this may indeed be the best place to get support for both. :-) Running version 2.0 of cronw. Have any of you experienced something like this? Would appreciate any input you can give. Thanks. -- /Sune

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Re: [otrs] [Close a ticket from a remote application]
by Sune T. Tougaard 06 Jun '08

06 Jun '08

I think that you may need to use the english states when setting them like this. Do you see a "StateType 'Fermé avec succès' not found!" in your log files? So, to close it, try using "X-OTRS-FollowUp-State: closed successful" instead. Does that work? -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime Sent: 6. juni 2008 12:13 To: User questions and discussions about OTRS.org Subject: Re: [otrs] [Close a ticket from a remote application] I thought too that OTRS made this matching by default. But visibly when i set the ticket id "Ticket#<ticketid>" in the subject and i add a "X-OTRS-FollowUp-State:Fermé avec succès" in the header it doesn't work and it create a new Ticket. I want to be sure that it's not a bad manipulation from me. Futhermore i searched informations about SOAP Interface but i'm not sure i can interact from a SOAP Java Client with OTRS SOAP Interface. _____ From: stt(a)lyngsoesystems.com To: otrs(a)otrs.org Date: Fri, 6 Jun 2008 11:56:09 +0200 Subject: Re: [otrs] [Close a ticket from a remote application] Not tested very much, but i think that as long as the otrs can see "Ticket#: <ticketid>" in the subject, it should be able to match it to an existing ticket. OTRS does this matching by default. I didn't create any filters for it. I don't know how it works if otrs is configured to search the body for ticket ids as well. I'm not sure i'm seeing the same results everytime... I think the weekend must have started early on me. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime Sent: 6. juni 2008 10:48 To: User questions and discussions about OTRS.org Subject: Re: [otrs] [Close a ticket from a remote application] During your test you have closed an existing ticket by sending a new mail with X-OTRS-FollowUp-State:closed successfully ( closed successfully, i suppose is the name of the state you want to set) in the header but how do you precise the ticket number to modify ? Have you set it in the mail subject like that : [Ticket#00000] where 00000 is the number of the ticket to precise the ticket to close ? Peharps it don't work for me because i don't precise correctly the ticket number to close. Is it necessary to create in addition a filter to make-work this solution ? Concerning the property "trusted", i have already verified, the pop3 account is marked as trusted. _____ From: stt(a)lyngsoesystems.com To: otrs(a)otrs.org Date: Fri, 6 Jun 2008 09:59:24 +0200 Subject: Re: [otrs] [Close a ticket from a remote application] A quick test in my setup, shows that setting the X-OTRS-FollowUp-State header to closed successful actually works. One thing though, the pop3 account must be marked as trusted for it to work, i think. (Admin->PostmasterPOP3 Account-><account>) -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime Sent: 5. juni 2008 23:51 To: User questions and discussions about OTRS.org Subject: Re: [otrs] [Close a ticket from a remote application] Hi, In fact i have already tested X-OTRS-State with the ticket number in the subject but it didn't work. I haven't tried the one you propose : X-OTRS-FollowUp-State. I thought that it was to be informed when a ticket state had been changed. I will test tomorrow. Concerning the SOAP Web Service, i'm very interrested because i didn't know that OTRS proposes such functionalities. Do you know where i can find more documentation about this. Thank you very much for your help. > Date: Thu, 5 Jun 2008 21:21:23 +0200 > From: sebastien.prudhomme(a)gmail.com > To: otrs(a)otrs.org > Subject: Re: [otrs] [Close a ticket from a remote application] > > Hi, > > I've not tested that case but it should be possible to do what you want. > > Do you use an email with a X-OTRS-FollowUp-State header ? Do you set > the ticket number in the subject ? > > You can also use the SOAP web service. > > 2008/6/5 olivia hime <olhime(a)hotmail.fr>: > > Hi, > > > > My company uses OTRS version 2.2.5. I have to close tickets from a remote > > application and i don't know how to proceed. I tested X-OTRS Header but > > unsuccessfully. Have you idea to resolve my problem ? Can i close a ticket > > if i know its number with a simple mail ? > > > > In advance thank you for your help. > > Best regards. > > > > ________________________________ > > Plus de 15 millions de français utilisent Windows Live Messenger ! > > Téléchargez Messenger, c'est gratuit ! > > _______________________________________________ > > 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? > > =ttp://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? > =ttp://www.otrs.com/ _____ Plus de 15 millions de français utilisent Windows Live Messenger ! Téléchargez <http://www.windowslive.fr/messenger/> Messenger, c'est gratuit ! _____ Avec Windows Live Messenger restez en contact avec tous vos amis ! Téléchargez <http://www.windowslive.fr/messenger/> Messenger, c'est gratuit ! _____ Discutez gratuitement avec vos amis en vidéo ! Téléchargez Messenger, <http://www.windowslive.fr/messenger/> c'est gratuit !

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Scheduling tasks with OTRS?
by keke.karhu＠suomi24.fi 06 Jun '08

06 Jun '08

Hey, is it possible to schedule some tasks with OTRS for agents? It would be nice if we could schedule some longer tasks to our support staff. If I have understood correctly there this somekind of calendar-function, is it for this kind of scheduling of tickets? Or is there some other way to enable ticket scheduling and work planning? Thanks in advance: K Karhu

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How to change the default theme for Customer interface?
by Luca Maranzano 06 Jun '08

06 Jun '08

Hi all, we are implementing OTRS 2.2.6 in our company to give service support for our customers. A question about theme customization: which is the right way to make our theme the default theme so that when any user accessing this url: http://otrs.ourcompany.com/otrs/customer.pl can see our company theme with logos and colours? We have already implemented our theme and it is visible *after* the customer has logged in, but we'd like to make it visible even before :-) Thanks in advance. Regards, Luca

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Fwd: Undelivered Mail Returned to Sender
by Miguel Dias 06 Jun '08

06 Jun '08

Helo, I'm trying to send this e-mail to "User questions and discussions about OTRS.org" <otrs(a)otrs.org> but I can't. Can please some one help me? Best Regards ---------- Forwarded message ---------- From: Mail Delivery System <MAILER-DAEMON(a)otrs.org> Date: 2008/6/6 Subject: Undelivered Mail Returned to Sender To: miguel.dias.s11(a)gmail.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 Final-Recipient: rfc822; otrs-otrs(a)lusen.otrs.org Action: failed Status: 5.0.0 Diagnostic-Code: X-Postfix; mail forwarding loop for otrs-otrs(a)lusen.otrs.org ---------- Mensagem encaminhada ---------- From: Miguel Dias <miguel.dias.s11(a)gmail.com> To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Date: Fri, 6 Jun 2008 10:05:53 +0100 Subject: [otrs] Change messages LogOFF Hello all, I 'm looking for a way to customise the OTRS logout message "Logout successful. Thank you for using OTRS!" Can please anyone tell how can I do it or where is the file location that contains this messages. Thank you all _______________________________________________ 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/

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Re: [otrs] [Close a ticket from a remote application]
by Sune T. Tougaard 06 Jun '08

06 Jun '08

Not tested very much, but i think that as long as the otrs can see "Ticket#: <ticketid>" in the subject, it should be able to match it to an existing ticket. OTRS does this matching by default. I didn't create any filters for it. I don't know how it works if otrs is configured to search the body for ticket ids as well. I'm not sure i'm seeing the same results everytime... I think the weekend must have started early on me. -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime Sent: 6. juni 2008 10:48 To: User questions and discussions about OTRS.org Subject: Re: [otrs] [Close a ticket from a remote application] During your test you have closed an existing ticket by sending a new mail with X-OTRS-FollowUp-State:closed successfully ( closed successfully, i suppose is the name of the state you want to set) in the header but how do you precise the ticket number to modify ? Have you set it in the mail subject like that : [Ticket#00000] where 00000 is the number of the ticket to precise the ticket to close ? Peharps it don't work for me because i don't precise correctly the ticket number to close. Is it necessary to create in addition a filter to make-work this solution ? Concerning the property "trusted", i have already verified, the pop3 account is marked as trusted. _____ From: stt(a)lyngsoesystems.com To: otrs(a)otrs.org Date: Fri, 6 Jun 2008 09:59:24 +0200 Subject: Re: [otrs] [Close a ticket from a remote application] A quick test in my setup, shows that setting the X-OTRS-FollowUp-State header to closed successful actually works. One thing though, the pop3 account must be marked as trusted for it to work, i think. (Admin->PostmasterPOP3 Account-><account>) -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime Sent: 5. juni 2008 23:51 To: User questions and discussions about OTRS.org Subject: Re: [otrs] [Close a ticket from a remote application] Hi, In fact i have already tested X-OTRS-State with the ticket number in the subject but it didn't work. I haven't tried the one you propose : X-OTRS-FollowUp-State. I thought that it was to be informed when a ticket state had been changed. I will test tomorrow. Concerning the SOAP Web Service, i'm very interrested because i didn't know that OTRS proposes such functionalities. Do you know where i can find more documentation about this. Thank you very much for your help. > Date: Thu, 5 Jun 2008 21:21:23 +0200 > From: sebastien.prudhomme(a)gmail.com > To: otrs(a)otrs.org > Subject: Re: [otrs] [Close a ticket from a remote application] > > Hi, > > I've not tested that case but it should be possible to do what you want. > > Do you use an email with a X-OTRS-FollowUp-State header ? Do you set > the ticket number in the subject ? > > You can also use the SOAP web service. > > 2008/6/5 olivia hime <olhime(a)hotmail.fr>: > > Hi, > > > > My company uses OTRS version 2.2.5. I have to close tickets from a remote > > application and i don't know how to proceed. I tested X-OTRS Header but > > unsuccessfully. Have you idea to resolve my problem ? Can i close a ticket > > if i know its number with a simple mail ? > > > > In advance thank you for your help. > > Best regards. > > > > ________________________________ > > Plus de 15 millions de français utilisent Windows Live Messenger ! > > Téléchargez Messenger, c'est gratuit ! > > _______________________________________________ > > 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? > > =ttp://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? > =ttp://www.otrs.com/ _____ Plus de 15 millions de français utilisent Windows Live Messenger ! Téléchargez <http://www.windowslive.fr/messenger/> Messenger, c'est gratuit ! _____ Avec Windows Live Messenger restez en contact avec tous vos amis ! Téléchargez Messenger, <http://www.windowslive.fr/messenger/> c'est gratuit !

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show empty queues
by Stephen Gebbie 06 Jun '08

06 Jun '08

Is there any method of forcing otrs to show empty queues. even if i could find the sql statement that returns all your groups i could tweak that... has anyone managed to do it? thanks steven

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Re: [otrs] [Close a ticket from a remote application]
by Sune T. Tougaard 06 Jun '08

06 Jun '08

A quick test in my setup, shows that setting the X-OTRS-FollowUp-State header to closed successful actually works. One thing though, the pop3 account must be marked as trusted for it to work, i think. (Admin->PostmasterPOP3 Account-><account>) -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivia hime Sent: 5. juni 2008 23:51 To: User questions and discussions about OTRS.org Subject: Re: [otrs] [Close a ticket from a remote application] Hi, In fact i have already tested X-OTRS-State with the ticket number in the subject but it didn't work. I haven't tried the one you propose : X-OTRS-FollowUp-State. I thought that it was to be informed when a ticket state had been changed. I will test tomorrow. Concerning the SOAP Web Service, i'm very interrested because i didn't know that OTRS proposes such functionalities. Do you know where i can find more documentation about this. Thank you very much for your help. > Date: Thu, 5 Jun 2008 21:21:23 +0200 > From: sebastien.prudhomme(a)gmail.com > To: otrs(a)otrs.org > Subject: Re: [otrs] [Close a ticket from a remote application] > > Hi, > > I've not tested that case but it should be possible to do what you want. > > Do you use an email with a X-OTRS-FollowUp-State header ? Do you set > the ticket number in the subject ? > > You can also use the SOAP web service. > > 2008/6/5 olivia hime <olhime(a)hotmail.fr>: > > Hi, > > > > My company uses OTRS version 2.2.5. I have to close tickets from a remote > > application and i don't know how to proceed. I tested X-OTRS Header but > > unsuccessfully. Have you idea to resolve my problem ? Can i close a ticket > > if i know its number with a simple mail ? > > > > In advance thank you for your help. > > Best regards. > > > > ________________________________ > > Plus de 15 millions de français utilisent Windows Live Messenger ! > > Téléchargez Messenger, c'est gratuit ! > > _______________________________________________ > > 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? > > =ttp://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? > =ttp://www.otrs.com/ _____ Plus de 15 millions de français utilisent Windows Live Messenger ! Téléchargez Messenger, <http://www.windowslive.fr/messenger/> c'est gratuit !

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[Close a ticket from a remote application]
by olivia hime 06 Jun '08

06 Jun '08

Hi, My company uses OTRS version 2.2.5. I have to close tickets from a remote application and i don't know how to proceed. I tested X-OTRS Header but unsuccessfully. Have you idea to resolve my problem ? Can i close a ticket if i know its number with a simple mail ? In advance thank you for your help. Best regards. _________________________________________________________________ Faites vous de nouveaux amis grâce à l'annuaire des profils Messenger ! http://home.services.spaces.live.com/search/?page=searchresults&ss=true&For…

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