January 2009 - otrs - OTRS mailing lists

CC e-mail for company members
by Mayk Backus 09 Jan '09

09 Jan '09

Hi All, I have the following issue. I want to have some sort of always CC for some company's. Like say company FooBar has members Barny And Charly . When Charly shoots a ticket by e-mail , when one of my supporters does a reply to Charly , it should always CC Bary in the reply. But just for certain company's. Is this possible ? thanx Mayk

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Module Kernel::Modules::CustomerTicketSearch not registered in Kernel/Config.pm!
by Buice, David R 09 Jan '09

09 Jan '09

OTRS Administrators, The message in the Subject line seems to be associated with my issue of public and external customers not being able to see the articles within FAQ categories. When a public or external customer clicks on the FAQ category the message in the subject line above appears in the OTRS and Apache log. What would be the correct syntax for registering 'Kernel::Modules::CustomerTicketSearch' in the Config.pm? Or is this message actually symptomatic for some other issue that requires a different resolution? Thank you, David Buice Infrastructure Specialist/SDC-INT 2032653 ITIL Foundation Certified EDS, an HP Company PSIC Operations 7000 Chicago Rd. Warren, MI 48092-1663 Mailstop 430-202-380 Tel: +01 586 575-4525 Fax: +01 586 575-0090 Mobile: +01 248 249-9122 E-mail: david.buice(a)eds.com <mailto:name.name@eds.com> We deliver on our commitments so you can deliver on yours.

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SMTP Operation now in progress Error
by Bart Wallace 09 Jan '09

09 Jan '09

Hello, OTRS 2.3.3, SLES10, GW 6.5.1, eDirectory I have the following SMTP configuration in Config.pm $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'emailserver.protected.protected.us'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'hdesk'; $Self->{'SendmailModule::AuthPassword'} = '*****'; When I reply to a message in my queue, I get the following error Message: Can't connect to 'emailserver.protected.protected.us: Operation now in progress! I have verified SMTP is working between my OTRS server and my email server using: telnet 10.79.210.39 25 Trying 10.79.210.39... Connected to 10.79.210.39. Escape character is '^]'. 220 emailserver.protected.protected.us GroupWise Internet Agent 6.5.1 Copyright (c) 1993-2003 Novell, Inc. All rights reserved. Ready HELO otrshost.protected.protected.us 250 emailserver.protected.protected.us Ok MAIL FROM: hdesk(a)protected.protected.us 250 Ok RCPT TO: bart.wallace(a)protected.protected.us 250 Ok DATA 354 Enter mail, end with "." on a line by itself Subject: Testing through SMTP command line This is the body of the test . 250 Ok The initial response through telnet after the 'Connected' seems rather slow; it takes approximately a minute or more to respond, but I've never tested SMTP before so I don't know if that is normal or not. Is there a timeout setting I need to worry about? Should my SMTP response be faster than that? The email processing time is acceptable. I was using sendmail and it was working, but I'd really like to use our internal SMTP server. If I use sendmail, the email is routed through an external mail hub and then to our internal email server, which is really unnecessary. Thanks, Bart

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Limit Queue Access
by Weindel Frank 09 Jan '09

09 Jan '09

Hi all, I was wondering if there was a way to assign access limits for certain queues, I looked around and can't seem to find it. We have a queue which will potentially hold important private information on our clients, and we only want certain users/groups to be able to view/create tickets in that queue. Any help would be appreciated. Thank you, Frank Weindel

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Can I install OTRS on Windows with IIS and existing MySQL database
by Gang Xu 09 Jan '09

09 Jan '09

I have a server which already has IIS and MySQL running. I wonder whether I can still install OTRS on it. The admin guide warns that the Win32 installer should only be used 'on Windows systems that don't already have apache2 or another web server and MySQL installed." Wonder whether there is a way to bypass it. I only find an old article for ver 1.3 (http://doc.otrs.org/1.3/en/html/install-win32.html) discussing the Windows installation. FAQ shows nothing. (sigh) _________________________________________________________________ Windows Live™: Keep your life in sync. http://windowslive.com/howitworks?ocid=TXT_TAGLM_WL_t1_allup_howitworks_012…

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Sendmail issue?
by Grant Sewell 09 Jan '09

09 Jan '09

Hi all, I'm running OTRS 2.0.4 (as is available in Debian Stable). I have successfully got it so that any messages sent to xxxx(a)yyyy.com are picked up by OTRS and new tickets are created. I have set it up so an autoreply is sent to the originator saying that a ticket has been raised. It's this bit that's causing problems. My server is running Exim4. Sendmail is an alias. In my OTRS Config.pm I have: # FQDN # (Full qualified domain name of your system.) $Self->{FQDN} = 'grantsewell.co.uk'; # -- # notification sender # -- $Self->{NotificationSenderName} = 'OTRS Notification Master'; $Self->{NotificationSenderEmail} = 'otrs@<OTRS_CONFIG_FQDN>'; # (Where is sendmail located and some options. # See 'man sendmail' for details. Or use the SMTP backend.) $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; $Self->{'SendmailModule::CMD'} = '/usr/sbin/sendmail -i -f '; # SendmailBcc # (Send all outgoing email via bcc to... # Warning: use it only for external archive funktions) $Self->{'SendmailBcc'} = 'gsewell(a)thymox.co.uk'; So, as far as I can see, it should be autoresponding to the originator's email address using "otrs(a)grantsewell.co.uk" as the sender, and a copy BCCed to me. The BCC part works. Yay! I'm getting this in my Exim mainlog: 2009-01-04 23:50:06 1LJcjO-0004Eu-DT <= otrs(a)thymox.co.uk U=otrs P=local S=759 2009-01-04 23:50:06 1LJcjO-0004Eu-DT => otrs <otrs(a)thymox.co.uk> R=local_user T=maildir_home 2009-01-04 23:50:06 1LJcjO-0004Eu-DT Completed 2009-01-04 23:50:07 1LJcjP-0004Ez-Hq <= <> U=otrs P=local S=837 id=1231113007.685918.632968184.12.1(a)www.grantsewell.co.uk 2009-01-04 23:50:07 1LJcjO-0004Et-Ej <= otrs(a)thymox.co.uk U=otrs P=local S=757 2009-01-04 23:50:07 1LJcjO-0004Et-Ej => otrs <otrs(a)thymox.co.uk> R=local_user T=maildir_home 2009-01-04 23:50:07 1LJcjO-0004Et-Ej Completed 2009-01-04 23:50:07 1LJcjP-0004Ez-Hq => gsewell <gsewell(a)thymox.co.uk> R=local_user T=maildir_home 2009-01-04 23:50:08 1LJcjP-0004Ez-Hq => grant.sewell(a)cornwall.ac.uk R=dnslookup T=remote_smtp H=inbound1.cornwall.ac.uk [195.195.235.29] 2009-01-04 23:50:08 1LJcjP-0004Ez-Hq Completed Which, to me, would suggest that it is succeeding in sending mail to the originator (my College (work) address, in this case). However, the message is not getting to my College inbox, and I have checked their spam filter too - nothing. Since I have no control over their mail server, I cannot check if it's hitting it and getting rejected for some reason, or if it's not getting there at all, so all I have is my own server's config to look at. Any thoughts? Cheers. Grant.

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How to use the roles
by Camilo Vieira 09 Jan '09

09 Jan '09

Dears, I have been trying to understand how can I use the roles in OTRS. I'm not being able to understand the example from admin guide. Somebody can help me with some real situation? Thanks! Camilo Vieira * Coordenador de Infra-estrutura de redes Navita <http://www.navita.com.br/> * Portais <http://www.navitaportal.com/> e BlackBerry <http://www.blackberrycorporativo.com.br/> * 55 11 3055-2001

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Customer Users / Companies
by Sajit Kalidas 08 Jan '09

08 Jan '09

Hi, In the admin area I can create customer users and customer companies. I cannot see where I can associate a customer user with a company! Any ideas please. Thanks Sajit ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

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Customers Fields
by Costa, Marcelo Ferreira da 08 Jan '09

08 Jan '09

I would like to add some customized fields to the customers object. Any ideas? Marcelo Ferreira da Costa System Support Analyst Jr. GNSO - CSO Xerox Comércio e Indústria Ltda. Av. Rodrigues Alves, 261, Térreo - Matriz, Gamboa Rio de Janeiro, RJ, 20220-902, Brasil t.: +55 (21) 4009-1192 (8*260-1192) f.: +55 (21) 4009-1089 "Esta comunicação é direta entre Xerox Comércio e Indústria Ltda. e sua rede de Assistência Técnica Autorizada. Por esta razão, não deve ser encaminhada ou disponibilizada para qualquer cliente final, pois, como se verifica abaixo, possui teor técnico informativo. As orientações e demais informações contidas neste relato são complementares e devem ser aplicadas em conjunto com toda a necessária expertise da empresa receptora, acrescidas das informações e procedimentos constantes do respectivo manual de operações disponibilizado pela Xerox para cada equipamento fabricado e/ou comercializado pela Xerox. As orientações e demais informações contidas neste boletim têm por objetivo, de forma remota, auxiliar no atendimento técnico dos equipamentos fabricados e/ou comercializados pela Xerox, que, por sua vez, pelas razões expostas, não se responsabiliza pela eficácia da aplicação dos procedimentos para a solução do problema apresentado no equipamento."

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otrs and IBM UDB 8
by Matthias Wegner 08 Jan '09

08 Jan '09

Hello everbody, has anyone experience in using Otrs with IBM UDB (DB2) 8.1 ? Updgrading to OTRS 2.3.3 failed, because Object Names in Udb 8.1 are limited to 18 Characters. Is there any simple Solution available ? Thanks MW

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