July 2008 - otrs - OTRS mailing lists

Mail loops
by Lars Jørgensen 12 Jul '08

12 Jul '08

Hi. Sometimes it happens that we need to forward a ticket to an external service provider and sometimes they have some kind of auto responder set up saying "thanks for you mail, we'll get back to you whenever". This autoreply happens to strip all OTRS information from the mail so it will generate a new ticket in OTRS. OTRS then replies with "thanks for your mail, we've created a brand new ticket for you!" and then we have the loop. There's some loop detection in SysConfig but it is already enabled and I can't seem to configure anything in it. My solution so far has been to suspend the Postmaster POP3 and log in to the mail server with a Thunderbird client and delete all the "thank you" mail in the mailbox and then restart OTRS. Is there a smarter way of avoiding these loops? Can we disable auto-replies for mail not sent from our domain name? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

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OTRS error
by Sivakumar ☺ 12 Jul '08

12 Jul '08

Hi, I intrageted OTRS with OPenldap. But i cannot able login, it shows failed, please find the log below, Jul 12 03:38:07 vistest OTRS-CGI-10[9886]: [Error][Kernel::System::Auth::LDAP::A uth][Line:248]: Search failed! base='cn=Manager,ou=People,dc=vistest,dc=com', fi lter='(memberUid=siva)', Success Also find my Config.pm file attached, Any help me ... Thanks Siva -- Thanks & Regards Sivakumar

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Upgrade from 2.1.7 to 2.2.7
by my_hlam 11 Jul '08

11 Jul '08

I have some problems with utf8 after upgrade from 2.1.7 to 2.2.7. I have made all steps from readme files, restore db from dump and upgraded it (mysql db), but in my old tickets I have wrong characters, new ones looks fine. What could I missed?

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Re: [otrs] Automatically sign in via LDAP
by Daniel Chen 11 Jul '08

11 Jul '08

>We have LDAP authentication of agents and customers. Is it possible to avoid the login dialog and log in the agents and customers based on their current Windows credentials? I want to know this too. On Apache level we can use ntlm to achieve that, and on OS level we can use kerbros+LDAP to enable Linux using Windows credential. How can we do this in OTRS? Daniel

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Re: [otrs] Automatically sign in via LDAP
by Daniel Chen 11 Jul '08

11 Jul '08

>We have LDAP authentication of agents and customers. Is it possible to avoid the login dialog and log in the agents and customers based on their current Windows credentials? I want to know this too. On Apache level we can use ntlm to achieve that, and on OS level we can use kerbros+LDAP to enable Linux using Windows credential. How can we do this in OTRS? Daniel

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Re: [otrs] Automatically sign in via LDAP (Lars J?rgensen)
by Daniel Chen 11 Jul '08

11 Jul '08

>We have LDAP authentication of agents and customers. Is it possible to avoid the login dialog and log in the agents and customers based on their current Windows credentials? I want to know this too. On Apache level we can use ntlm to achieve that, and on OS level we can use kerbros+LDAP to enable Linux using Windows credential. How can we do this in OTRS? Daniel

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retaining html formatting for incoming tickets created via email
by Sean Diggins 11 Jul '08

11 Jul '08

Hi all, I presume this has been asked many times previously, but my searches have been fruitless. We have a privately hosted (intranet) OTRS and would like to keep html formatting intact for tickets created by email, due to our user's extensive use of inline screenshots. The only setting I've found which seems related is turning off the PostmasterAutoHTML2text, but this didn't work. Any suggestions? Thanks, Diggo

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Installing OTRS on a Hosting Service
by Harry Cruz 11 Jul '08

11 Jul '08

Hello, you all! I'd like to have OTRS installed on a perl-enabled hosting service... The point is, there are Cron jobs which need to be performed... but my host won't allow me to move around with server configurations.... How could I proceed? Which host would you recommend? Thanks for any cooperation, Harry Brazil

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Automatically sign in via LDAP
by Lars Jørgensen 11 Jul '08

11 Jul '08

Hi. We have LDAP authentication of agents and customers. Is it possible to avoid the login dialog and log in the agents and customers based on their current Windows credentials? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

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Ticket status depending on reply
by Lars Jørgensen 11 Jul '08

11 Jul '08

Hi. Is it possible to set a ticket status depending on the reply chosen by the agent? We have a reply called "answer and close ticket" that includes a standard passage about the closure of the ticket. Selecting this reply, the agent still has to remember to set the status of the ticket to "closed" which I have a hard time explaining to them :-) -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95

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