January 2009 - otrs - OTRS mailing lists

Filter rules
by Piotr Modlinger 13 Jan '09

13 Jan '09

Hello, how could I define filter to send emails only to two addresses for example: addres1(a)domain.com, address2(a)domain.com. I know that I have to make chnges in Config.pm. Do you know how to define regular expression to filter all messages that don't contain addres1(a)domain.com, address2(a)domain.com in TO =>. Thanks.

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Notification not send to customer
by Trasschaert Karl 13 Jan '09

13 Jan '09

Hi Everybody, I'm using OTRS 2.2.7 on a UBUNTU server. First i'v installed a older version of OTRS on my server and the notifications where working correctly. Now when a customer create a new ticket By e-mail, he didn't get any notification for open/close/owner Change or moved ticket. But The agent get the notifications and if we answer to the ticket, the customer get the answer. ( So i think i can say that the smtp server is well configured. In the admin the autoresponse <-->queue is configured I also done that : In version 2.2.4, the line (4192) is: Before: if (!$Param{SendNoNotification}){ After: if (!$Param{SendNoNotification} && $State{TypeName} eq 'closed' ){ But didn't did the trick. Any idea? Thx in advance _________________________________________________________________ Vous pouvez désormais lire tous vos comptes e-mails à un endroit. Gagnez du temps grâce à Windows Live ! http://www.microsoft.com/windows/windowslive/default.aspx

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Multiple ldap servers
by Guillaume Rehm 12 Jan '09

12 Jan '09

Hi list, Is it possible to define in OTRS more than one ldap server to prevent server off-line ? I try to put a perl array in config.pm file for ldap host but this doesn't work correctly. If the first element of the array doesn't respond, OTRS say: can't connect to first element host and don't try to connect to the second ! Do you have a solution ? Thanks in advance. -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Re: [otrs] Oracle drivers
by Sajit Kalidas 12 Jan '09

12 Jan '09

Hi All, Any help on this will be appreciated. Thanks Sajit From: Sajit Kalidas Sent: 06 January 2009 08:39 AM To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Oracle drivers Hi Michiel, Many thanks for your held thus far. D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG>dmake Skip blib\lib\DBD\Oracle.pm (unchanged) Skip blib\lib/oraperl.ph (unchanged) Skip blib\arch\auto\DBD\Oracle/dbdimp.h (unchanged) Skip blib\arch\auto\DBD\Oracle/ocitrace.h (unchanged) Skip blib\lib/Oraperl.pm (unchanged) Skip blib\arch\auto\DBD\Oracle/Oracle.h (unchanged) Skip blib\lib\DBD\Oracle\GetInfo.pm (unchanged) cp mk.pm blib\arch\auto\DBD\Oracle/mk.pm gcc -c -ID:/oracle/instantclient_11_1/sdk/include -ID:/oracle/instantclient_11_ 1/rdbms/demo -ID:\OTRS\Perl\perl\site\lib\auto\DBI -s -O2 -DWIN32 -DHAVE_DE S_FCRYPT -DPERL_IMPLICIT_CONTEXT -DPERL_IMPLICIT_SYS -fno-strict-aliasing -DPERL _MSVCRT_READFIX -s -O2 -DVERSION=\"1.22\" -DXS_VERSION=\"1.22\" "-ID:\OTR S\Perl\perl\lib\CORE" -Wall -Wno-comment -DUTF8_SUPPORT -DNEW_OCI_INIT -DORA_OC I_VERSION=\"11.1.0.7\" Oracle.c Oracle.c: In function `boot_DBD__Oracle': Oracle.c:2078: warning: unknown conversion type character `_' in format Oracle.c:2078: warning: too many arguments for format gcc -c -ID:/oracle/instantclient_11_1/sdk/include -ID:/oracle/instantclient_11_ 1/rdbms/demo -ID:\OTRS\Perl\perl\site\lib\auto\DBI -s -O2 -DWIN32 -DHAVE_DE S_FCRYPT -DPERL_IMPLICIT_CONTEXT -DPERL_IMPLICIT_SYS -fno-strict-aliasing -DPERL _MSVCRT_READFIX -s -O2 -DVERSION=\"1.22\" -DXS_VERSION=\"1.22\" "-ID:\OTR S\Perl\perl\lib\CORE" -Wall -Wno-comment -DUTF8_SUPPORT -DNEW_OCI_INIT -DORA_OC I_VERSION=\"11.1.0.7\" dbdimp.c dbdimp.c: In function `dbd_discon_all': dbdimp.c:199: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_db_login6': dbdimp.c:738: warning: int format, long unsigned int arg (arg 9) dbdimp.c:350: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_cancel': dbdimp.c:842: warning: long unsigned int format, int arg (arg 8) dbdimp.c: In function `ora_db_disconnect': dbdimp.c:867: warning: unused variable `Perl___notused' dbdimp.c: In function `createxmlfromstring': dbdimp.c:1066: warning: long int format, int arg (arg 2) dbdimp.c:1039: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_realloc_phs_array': dbdimp.c:1323: warning: unused variable `Perl___notused' dbdimp.c: In function `dbd_rebind_ph_char': dbdimp.c:2197: warning: int format, IV arg (arg 5) dbdimp.c: In function `pp_rebind_ph_rset_in': dbdimp.c:2286: warning: unused variable `Perl___notused' dbdimp.c: In function `pp_exec_rset': dbdimp.c:2381: warning: unused variable `Perl___notused' dbdimp.c: In function `dbd_rebind_ph_xml': dbdimp.c:2423: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_bind_ph': dbdimp.c:2743: warning: int format, IV arg (arg 2) dbdimp.c:2752: warning: int format, IV arg (arg 2) dbdimp.c:2786: warning: int format, IV arg (arg 3) dbdimp.c:2799: warning: unknown conversion type character `_' in format dbdimp.c: In function `ora_st_execute': dbdimp.c:2912: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_execute_array': dbdimp.c:3328: warning: unused variable `sv2' dbdimp.c:3150: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_finish': dbdimp.c:3491: warning: long unsigned int format, int arg (arg 8) dbdimp.c:3454: warning: unused variable `Perl___notused' dbdimp.c: In function `ora_st_destroy': dbdimp.c:3587: warning: long unsigned int format, int arg (arg 8) gcc -c -ID:/oracle/instantclient_11_1/sdk/include -ID:/oracle/instantclient_11_ 1/rdbms/demo -ID:\OTRS\Perl\perl\site\lib\auto\DBI -s -O2 -DWIN32 -DHAVE_DE S_FCRYPT -DPERL_IMPLICIT_CONTEXT -DPERL_IMPLICIT_SYS -fno-strict-aliasing -DPERL _MSVCRT_READFIX -s -O2 -DVERSION=\"1.22\" -DXS_VERSION=\"1.22\" "-ID:\OTR S\Perl\perl\lib\CORE" -Wall -Wno-comment -DUTF8_SUPPORT -DNEW_OCI_INIT -DORA_OC I_VERSION=\"11.1.0.7\" oci8.c oci8.c: In function `oci_db_handle': oci8.c:476: warning: unused variable `my_perl' oci8.c: In function `oci_st_handle': oci8.c:493: warning: unused variable `my_perl' oci8.c: In function `ora_utf8_to_bytes': oci8.c:849: warning: unused variable `my_perl' oci8.c: In function `fetch_cleanup_rset': oci8.c:960: warning: unused variable `Perl___notused' oci8.c: In function `fetch_func_rset': oci8.c:984: warning: unused variable `Perl___notused' oci8.c: In function `dbd_rebind_ph_lob': oci8.c:1095: warning: long int format, ub4 arg (arg 2) oci8.c: In function `fetch_func_autolob': oci8.c:1559: warning: unused variable `my_perl' oci8.c: In function `calc_cache_rows': oci8.c:1597: warning: unused variable `my_perl' oci8.c: In function `get_attr_val': oci8.c:1655: warning: unknown conversion type character `O' in format oci8.c:1655: warning: char format, different type arg (arg 6) oci8.c:1655: warning: too many arguments for format oci8.c:1672: warning: unknown conversion type character `O' in format oci8.c:1672: warning: char format, different type arg (arg 6) oci8.c:1672: warning: too many arguments for format oci8.c: In function `get_object': oci8.c:1911: warning: int format, pointer arg (arg 6) oci8.c: In function `fetch_get_piece': oci8.c:2024: warning: int format, pointer arg (arg 6) oci8.c:2047: warning: int format, pointer arg (arg 7) oci8.c:2056: warning: long unsigned int format, int arg (arg 8) oci8.c:2060: warning: unused variable `Perl___notused' oci8.c: In function `ora_describe': oci8.c:2823: warning: long int format, ub4 arg (arg 2) oci8.c:2963: warning: int format, pointer arg (arg 6) oci8.c: In function `ora_st_fetch': oci8.c:3048: warning: long unsigned int format, int arg (arg 8) oci8.c:3063: warning: long unsigned int format, int arg (arg 8) oci8.c:3074: warning: long unsigned int format, int arg (arg 8) oci8.c:3084: warning: unused variable `Perl___notused' oci8.c:3091: warning: unused variable `Perl___notused' oci8.c: In function `init_lob_refetch': oci8.c:3556: warning: long int format, ub4 arg (arg 2) oci8.c:3596: warning: long int format, int arg (arg 2) oci8.c:3614: warning: int format, long int arg (arg 3) Running Mkbootstrap for DBD::Oracle () D:\OTRS\Perl\perl\bin\perl.exe "-Id:/OTRS/Perl/perl/lib" "-Id:/OTRS/Perl/perl/li b" -MExtUtils::Command -e chmod 644 Oracle.bs dlltool --def Oracle.def --output-exp dll.exp g++ -o blib\arch\auto\DBD\Oracle\Oracle.dll -Wl,--base-file -Wl,dll.base -mdll - s -L"c:\strawberry\perl\lib\CORE" -L"C:\strawberry\c\lib" Oracle.o dbdimp.o oci8.o -Wl,--image-base,0x23170000 D:\OTRS\Perl\perl\lib\CORE\libperl58 .a liboci.a dll.exp Oracle.o:Oracle.c:(.text+0x653c): undefined reference to `OCILobGetChunkSize' dbdimp.o:dbdimp.c:(.text+0xce4f): undefined reference to `OCINlsCharSetIdToName' dbdimp.o:dbdimp.c:(.text+0xce75): undefined reference to `OCINlsCharSetIdToName' collect2: ld returned 1 exit status dmake: Error code 129, while making 'blib\arch\auto\DBD\Oracle\Oracle.dll' D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG>dmake test dlltool --def Oracle.def --output-exp dll.exp g++ -o blib\arch\auto\DBD\Oracle\Oracle.dll -Wl,--base-file -Wl,dll.base -mdll - s -L"c:\strawberry\perl\lib\CORE" -L"C:\strawberry\c\lib" Oracle.o dbdimp.o oci8.o -Wl,--image-base,0x23170000 D:\OTRS\Perl\perl\lib\CORE\libperl58 .a liboci.a dll.exp Oracle.o:Oracle.c:(.text+0x653c): undefined reference to `OCILobGetChunkSize' dbdimp.o:dbdimp.c:(.text+0xce4f): undefined reference to `OCINlsCharSetIdToName' dbdimp.o:dbdimp.c:(.text+0xce75): undefined reference to `OCINlsCharSetIdToName' collect2: ld returned 1 exit status dmake: Error code 129, while making 'blib\arch\auto\DBD\Oracle\Oracle.dll' D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG>dmake install dlltool --def Oracle.def --output-exp dll.exp g++ -o blib\arch\auto\DBD\Oracle\Oracle.dll -Wl,--base-file -Wl,dll.base -mdll - s -L"c:\strawberry\perl\lib\CORE" -L"C:\strawberry\c\lib" Oracle.o dbdimp.o oci8.o -Wl,--image-base,0x23170000 D:\OTRS\Perl\perl\lib\CORE\libperl58 .a liboci.a dll.exp Oracle.o:Oracle.c:(.text+0x653c): undefined reference to `OCILobGetChunkSize' dbdimp.o:dbdimp.c:(.text+0xce4f): undefined reference to `OCINlsCharSetIdToName' dbdimp.o:dbdimp.c:(.text+0xce75): undefined reference to `OCINlsCharSetIdToName' collect2: ld returned 1 exit status dmake: Error code 129, while making 'blib\arch\auto\DBD\Oracle\Oracle.dll' D:\OTRS\Perl\cpan\build\DBD-Oracle-1.22-RR1ujG> ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

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Regarding LDAP Configuration
by vishal sanghi 12 Jan '09

12 Jan '09

Hi I had configured the in the index.pl sucessfully. But when I am configuring the customer part I am getting the following error. I have also attached the error screen shot. Kindly help me for the same. Error: First bind failed! 80090308: LdapErr: DSID-0C090334, comment: AcceptSecurityContext error, data 525, vece� The config files data #Enable LDAP authentication for Customers / Users $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '10.1.1.1'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'DC=otrstest,DC=com'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'otrstest\otrs1'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'otrs@123'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '10.1.1.1', BaseDN => 'DC=otrstest,DC=com', SSCOPE => 'sub', UserDN =>'otrstest\otrs1', UserPw => 'otrs@123', }, # customer unique id CustomerKey => 'sAMAccountName', # customer # CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type #[ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], #[ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], #[ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN #example: $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=BaseOU, dc=example, dc=com'; # $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=otrs_ldap_allow_C,OU=Groups,OU=BaseOU,DC=example,DC=com'; # $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN' Thanks and regards Vishal Sanghi Bollywood news, movie reviews, film trailers and more! Go to http://in.movies.yahoo.com/

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Re: [otrs] User LDAP authentication
by Bart Wallace 11 Jan '09

11 Jan '09

Christoph, Thanks for the reply. That was my issue. I'd seen the 'member' referenced in a few other postings, but didn't realize that I also needed to enable the sync for the agents. Once I put that all together, I'm working fine. It seems though, that this is an all or nothing thing. In other words, if I have a local OTRS agent account, when I enable $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP, I am unable to use that local account as it does not exist in LDAP. How do you work around this, or does it matter to you in your installation? Thanks for the help, Bart >>> ohliger(a)fh-rosenheim.de 01/08 12:39 AM >>> Bart, we are also using eDir. I think you have to change the Filter string to member $Self->{'AuthModule::LDAP::AccessAttr'} = 'member'; The attribut of the group is named member not memberUID. regards Christoph Bart Wallace schrieb: > Hello, > > I have User LDAP authentication working using Novell's eDirectory as > the backend but want to make the addition of requiring group membership. > When I enable the group code: > $Self->{'AuthModule::LDAP::GroupDN'} = > 'cn=HelpDeskAgents,ou=office,o=protected'; > I get the following error: > User: blw authentication failed, no LDAP group entry > foundGroupDN='cn=HelpDeskAgents,ou=office,o=protected', > Filter='(memberUID=cn=blw,ou=OFFICE,o=protected)'! (REMOTE_ADDR: > 10.xx.xx.xx). > > Here is the relevant config.pm code: > $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; > $Self->{'AuthModule::LDAP::Host'} = 'vos1.protected.protected.us'; > $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=office,o=protected'; > $Self->{'AuthModule::LDAP::UID'} = 'cn'; > > # Check if the user is allowed to auth in a posixGroup > # (e. g. user needs to be in a group xyz to use otrs) > $Self->{'AuthModule::LDAP::GroupDN'} = > 'cn=HelpDeskAgents,ou=office,o=protected'; > $Self->{'AuthModule::LDAP::AccessAttr'} = 'memberUID'; > # for ldap posixGroups objectclass (just uid) > # $Self->{'AuthModule::LDAP::UserAttr'} = 'UID'; > # for non ldap posixGroups objectclass (with full user dn) > $Self->{'AuthModule::LDAP::UserAttr'} = 'DN'; > > # The following is valid but would only be necessary if the > # anonymous user do NOT have permission to read from the LDAP tree > $Self->{'AuthModule::LDAP::SearchUserDN'} = > 'cn=ldapproxy,o=protected'; > $Self->{'AuthModule::LDAP::SearchUserPw'} = 'protected'; > > # in case you want to add always one filter to each ldap query, > use > # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => > '(objectclass=user)' > $Self->{'AuthModule::LDAP::AlwaysFilter'} = ''; > > # in case you want to add a suffix to each login name, then > # you can use this option. e. g. user just want to use user but > # in your ldap directory exists user@domain. > # $Self->{'AuthModule::LDAP::UserSuffix'} = '@domain.com'; > > # Net::LDAP new params (if needed - for more info see perldoc > Net::LDAP) > $Self->{'AuthModule::LDAP::Params'} = { > port => 389, > timeout => 120, > async => 0, > version => 3, > }; > > > My group, HelpDeskAgents, has the posixGroup extensions and I have > tried both the posixGroups and the non ldap posixGroups but get the same > results. Currently I'm set for non ldap posixGroups. > > Here is a command line ldapsearch against the same LDAP directory for > the group HelpDeskAgents: > ldapsearch -h vos1.protected.protected.us -p 389 -D > cn=ldapproxy,o=protected -W -b "ou=office,o=protected" -x > "(&(objectClass=Group)(cn=HelpDeskAgents))" > Enter LDAP Password: > > # extended LDIF > # > # LDAPv3 > # base <ou=office,o=protected> with scope subtree > # filter: (&(objectClass=Group)(cn=HelpDeskAgents)) > # requesting: ALL > # > > # HelpDeskAgents, OFFICE, PROTECTED > dn: cn=HelpDeskAgents,ou=OFFICE,o=PROTECTED > uamPosixWorkstationList: cn=UNIX Workstation - > SERVERNAME,ou=OFFICE,o=PROTECTED > gidNumber: 601 > equivalentToMe: cn=blw,ou=OFFICE,o=PROTECTED > objectClass: groupOfNames > objectClass: Top > objectClass: posixGroup > objectClass: uamPosixGroup > member: cn=blw,ou=OFFICE,o=PROTECTED > cn: HelpDeskAgents > ACL: 2#entry#[Root]#member > ACL: 2#entry#[Public]#gidNumber > ACL: 2#entry#[Public]#uamPosixWorkstationList > ACL: 2#entry#[Public]#member > ACL: 1#entry#[Public]#cn > ACL: 2#entry#[Public]#uamPosixPAMServiceExcludeList > > # search result > search: 2 > result: 0 Success > > # numResponses: 2 > # numEntries: 1 > > Any assistance would be greatly appreciated. > > Thanks, > > Bart > _______________________________________________ > 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 > _______________________________________________ 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

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New field related query.
by Nusrat Akhter 11 Jan '09

11 Jan '09

Hi, Can anyone please answer my questions: 1) I modified the CustomerTicket Message.dtl to add new field 'Category'. This is a drop down filed. It is retrieved the vales from TicketFreeTextFiled1. Now I can see the new field to Customer New Ticket creation page. But this new field 'Category ' is not viewable in the Ticket Zoom page. How to configure this? How to do the same thing from SysConfig. 2) I want to view the same filds at the Agent/Admin New Ticket add form and also in teh Compose Mail interface. How? 3) Do anyne have documet regarding the sysconfig. I have Admin manual but the this part is not detailed. Specially if any configuration chnaged which page will be effeceted. 4) I add free article field 'Work' from sysConfig. But can not see the effect in any page. Which page will be effected? Please annswer my mail , Please. This is urgent. Nusrat.

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Accepting mail only from known senders?
by Grant Sewell 11 Jan '09

11 Jan '09

Hi all, My OTRS system (2.0.4 - as found in Debian Stable) is set up to retrieve all messages sent to a specific mailbox (support(a)xxyy.abc) and autocreate a ticket for each new mail. This is potentially open to abuse. Is there a way to reject (silently or otherwise) any message from an unknown sender, and only create new tickets for messages sent from accounts that OTRS knows about (ie in the "Customer User"'s email field)? Cheers. Grant. :)

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Default CC/Admin CC
by Weindel Frank 11 Jan '09

11 Jan '09

Hi All, I would like to know if OTRS has the ability to store a default CC with every ticket that is created. So any changes/replies/notices for that ticket are automatically sent to a specified list of people. This is similar to what Bugzilla and RT currently has. Thank you, Frank Weindel

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How to make customer user email optional?
by Samphan Raruenrom 10 Jan '09

10 Jan '09

I use OTRS to track phone support tickets w/o the need to send notification to customer. So I don't need the email address of the customers. However, OTRS require unique email address per each customer user when a customer user is added. How do I change this behavior? Thanks,

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