August 2008 - otrs - OTRS mailing lists

Permission problems after upgrading to 2.3.1
by Peter van Beugen 21 Aug '08

21 Aug '08

I just upgraded one of my OTRS boxes form 2.2.5 to 2.3.1 and now I can't Zoom tickets any more ("No Permisson") Of course I ran the SQL upgrade script AND SetPermissions.sh, but no luck so far. Fedora 6 MySQL 5.0.27 (dedicated MySQL server) Did anyone had the same problem and managed to solve this? Regards, Peter van Beugen TDA * every contact matters * inbound & outbound callcenter services * selfservice * webforms * e-mail * chat * sms

1 1

integration with email-translations.com
by Daniel Rajkumar 20 Aug '08

20 Aug '08

[cid:image002.gif@01C902CE.243FCF90] Hi, I wonder if can help me, I'm looking to promote www.email-translations.com<http://www.email-translations.com> to Orts users, would you be kind enough to advise me how I would go about setting up a partnership? My company is a partner to Nooku, a Joomla plug-in that enables translation of websites. I am interested in becoming more involved with ORTS and would greatly appreciate your assistance. Kind regards Daniel Rajkumar Managing Director tel: +44 (0) 1924 360 460 fax: +44 (0) 1924 365 700 web: www.web-translations.co.uk<http://www.web-translations.co.uk> address: 16-20 St Johns Business Centre, St Johns North, Wakefield, WF1 3QA The information in this email and any attachments is confidential and intended solely for the attention and use of the named recipient(s). It may be subject to legal, professional or other privilege and further distribution of it is strictly prohibited without our authority. If you are not the intended recipient, you are not authorised to and must not disclose, copy, distribute, or retain this message or any part of it, and should notify us immediately. [cid:image003.gif@01C902CE.243FCF90]

1 0

OTRS + OPenldap Authentication Problem
by Sivakumar ☺ 20 Aug '08

20 Aug '08

Dear All, I installed OTRS.I configure open ldap, IT is working fine. I have integrated with OPENLDAP + OTRS for centralized authentication. But i cant authenticate with LDAP user, If anyone help is appreciated. -- Thanks & Regards Siva

1 0

Re: [otrs] Postmaster Mail Account
by Sune T. Tougaard 20 Aug '08

20 Aug '08

Hi, Dunno if it's the same we're talking about, but... I had a similar problem with v. 2.2.4 on Windows. Appeared to be the Cronw job that didn't run properly. No events recorded in otrs log, but the cronw log said: [2008/06/04 08:05:01] Process 1608 finished. Exit code: 3221225477 (Access Denied / Access Violation) Never got it resolved, but stopped using cronw for the pop3 import. Just used a normal scheduled task in windows instead. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pieter de Vries Sent: 19. august 2008 06:31 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Postmaster Mail Account Hi all, Can anyone maybe point me in the right direction here. It seems like the cron job that is supposed to fetch the mail from the postmaster account is not running automatically. I am using OTRS 2.3.1 with ITSM 1.2.1 on a Windows 2003 server. Any advise will be creatly appreciated. Regards, Pieter On 18-Aug-08, at 6:27 PM, Pieter de Vries wrote: Thanks, I had a look at the post. However, the fetch mail does not seem to work at all. Unless I run it manually by clicking on "Run now!" it never fetches the email from the pop3 account. Any suggestions? Pieter On 18-Aug-08, at 5:28 PM, Nils Breunese (Lemonbit) wrote: Pieter de Vries wrote: > I have setup the Postmaster Mail Account and tested it by sending > email to it. Works fine if I click on "Run Now!". My question is > however, how often does it check for new mail and can this setting be > changed so it looks more often? http://lists.otrs.org/pipermail/otrs/2008-July/024095.html Nils Breunese. _______________________________________________ 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/ _______________________________________________ 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/ _______________________________________________ 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/

3 3

Can the ticket number be placed behind the subject?
by Eric Bynum 19 Aug '08

19 Aug '08

Hi Is it possible to configure OTRS so that the ticket number in the subj. field appears behind the subject text rather than in front? If so, how? Thanks. Eric Bynum _________________________________________________________________ Talk to your Yahoo! Friends via Windows Live Messenger. Find out how. http://www.windowslive.com/explore/messenger?ocid=TXT_TAGLM_WL_messenger_ya…

1 0

Upgrade
by Daniel Castro 19 Aug '08

19 Aug '08

Hi, How can I upgrade from 1.1.2 to 2.3.1? best regards, -- Daniel Castro - דניאל Home Page : www.danielti.com.br MSN: danielti(a)gmail.com Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria

2 1

Forwarding Email Generated Tickets to Technical Staff
by Eric Bynum 19 Aug '08

19 Aug '08

Hello In January and February of '07, the following thread appeared. ======================== No idea if this will work but I saw an option to turn off html to txt in the postmaster settings maybe that will do the trick for you. -----Original Message----- From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Janet Post Sent: Tuesday, January 30, 2007 12:30 PM To: User questions and discussions about OTRS.org Subject: [otrs] Forwarding Email Generated Tickets to Technical staff. Hello everyone, I have just implemented otrs at my organization, but it is not working out quite the way I need it to and I am hoping someone here can help. We receive tickets from an external call center by email, usually in HTML format with screen shots to help clarify problems to our technical staff. OTRS needs to take this email, generate a ticket number to tack onto the subject, and than forward the email unchanged to our technicians via email. So far, the best I can do to forward the email is to send notifications that there is a new ticket and set the <OTRS_CUSTOMER_EMAIL[2000]> to a very high number of lines, (like 2000). This does not forward the html email, but rather changes it to text which badly mangles charts and tables and does not include any graphics. Is there a way to fix this problem?======================== I have looked and looked in the OTRS Admin page to find how to do this, but can't figure it out. Can someone help me? I just want to have OTRS take the email sent to our support address, generate a ticket number to tack onto the subject, and then forward the email to our support staff via email. Any help would be greatly appreciated. Eric Bynum _________________________________________________________________ Get thousands of games on your PC, your mobile phone, and the web with Windows®. http://clk.atdmt.com/MRT/go/108588800/direct/01/

2 2

Adding related mail contextually to existing ticket
by Thorsten Hamann 19 Aug '08

19 Aug '08

Hi list! We want to automatically add incoming email to existing tickets, but being a newbie to OTRS, I have no idea of some of the details. I have a POP3 address set up so that new tickets are automatically created in a certain queue, let's say it's called "Queue1". This works fine. Now some of the incoming mail is sent by users, and some is auto-generated from an online system. In the online system, every user generates an "order received user 12345" email, and optionally one or more additional emails which belong to the same incident. Those optional emails come from a certain email address and all contain the same user id in the subject (such as "user 12345 uploaded images" or "information request from user 12345"). I want OTRS to take those "additional" emails and add them to the existing "user 12345 order received" ticket instead of each one generating a new ticket. My idea is to use an incoming filter which adds the user id to a custom field for the "order received user 12345" ticket, and then use one filter per kind of "additional" email, grep out the user id from the subject, look up the original "order received" ticket with the matching user id in the custom field, and add the email to the matching ticket instead of creating a new one. The user id's are always 5-digit numbers, so they should be easily grepable. I tried to find out through the docs, but they're pretty light on how to use regex in the filters, and as for looking up the original ticket and adding stuff to it instead of creating new tickets, I'm completely lost. I've seen the coding examples in <http://doc.otrs.org/2.2/en/html/x1267.html#email-receiving-filter>, but I don't know any perl fu, so that doesn't exactly help. I'm using OTRS 2.2.2 in a VM running FreeBSD7-RELEASE, because that's what was current in the ports collection. ;) Any help with this is appreciated. I'm willing to update both the German and English documentation if a solution is found, because I found it a bit light about filtering and believe in giving back. ;) Best regards and thanks in advance, Thorsten -- CRT ** Hansemannstr. 71 ** D-41468 Neuss Fon +49 2131 1511-119 ** Fax +49 2131 1511-150 E-Mail: info(a)crt.de ** Web http://www.crt.de/ Faster, cheaper, better, works: Choose any two.

1 0

Postmaster Mail Account
by Pieter de Vries 19 Aug '08

19 Aug '08

Hi All, I have setup the Postmaster Mail Account and tested it by sending email to it. Works fine if I click on "Run Now!". My question is however, how often does it check for new mail and can this setting be changed so it looks more often? Thanks, Pieter

2 3

mysql: max_connections problem
by Kreibaum, Uwe 18 Aug '08

18 Aug '08

Hello, since we've done the update from 2.0.4 to 2.3.1 (spent some days testing 2.2.7 before applying the patches for 2.3.1), we're have massive problems with the number of database-connections. Our MySQL database (5.0.51) runs on a different server, with the customer user data stored in a separate table within the otrs database. Almost every day the connections reach our max_connections setting, which had to be changed from 30 (back when we used 2.0.4) to the current value of 400 connections. 'Show processlist' on our db server show numerous (almost always >150) processes with times >20000 seconds, all sleeping. Currently it looks like the only time connections are closed is when we're doing an otrs/apache restart (it's basically the apache restart, but restarting otrs as well is generally quicker than waiting for the scheduler...). We have only about 10 agents on the system, SessionMaxTime is currently set to 16*60*60 (16 hours) which has been working absolutely fine for the last 2 years... The installation runs on SLES 9 using Apache 2, MySQL is installed on SLES 10, there are more dbs on the server, but only the otrs connections pile up. I just changed the session timeout to 8h to see if this helps - but since it had been working with the old version, I'd rather stick with 16h. Any other suggestions where to look? Mit freundlichen Grüßen Dr. Uwe Kreibaum --------------------------------------------------------------- Lotterie-Treuhandgesellschaft mbH Hessen Abteilung EDV Rosenstr. 5 - 9 65189 Wiesbaden Tel.: 0611 / 36 12 - 0 Fax: 0611 / 36 12 - 356 E-Mail: <mailto:uwe.kreibaum@lotto-hessen.de> Internet: <http://www.lotto-hessen.de/> ----------------------------------------------------- Lotterie-Treuhandgesellschaft mbH Hessen Sitz der Gesellschaft: Wiesbaden Registergericht: Amtsgericht Wiesbaden, HRB 2191 Geschäftsführer: Dr. jur. Heinz-Georg Sundermann Vorsitzender des Aufsichtsrates: Staatssekretär a.D. Harald Lemke ------------------------------------------------------ WICHTIGER HINWEIS Wie Sie wissen, können über das Internet versandte E-Mails leicht unter fremden Namen erstellt oder manipuliert werden. Aus diesem Grunde bitten wir um Verständnis dafür, dass wir zu Ihrem und unserem Schutz die rechtliche Verbindlichkeit der vorstehenden Erklärungen und Äusserungen ausschließen, soweit wir mit Ihnen keine anders lautenden Vereinbarungen getroffen haben.

1 0