January 2009 - otrs - OTRS mailing lists

ldap customer backend and UserSyncLDAPAttibuteRolesDefination
by Mikael Kermorgant 22 Jan '09

22 Jan '09

Hello, I use otrs 2.2.4 and have our customers stored in ldap, but they authenticate via HTTPBasicAuth. Reading the config file about attributing a Role based on a ldap attribute, I see : # UserSyncLDAPAttibuteRolesDefination # (If "LDAP" was selected for AuthModule and you want to sync LDAP # attributes to otrs roles, define the following.) I'd like to use this setting but it doesn't work. Is this because ldap is only our customer backend and not used for authentication ? Here's our setting : $Self->{'UserSyncLDAPAttibuteRolesDefination'} = { # ldap attribute 'objectclass' => { # ldap attribute value 'eduPerson' => { # otrs role 'Client' => 1, }, }, }; Regards, -- Mikael Kermorgant

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customer mail response
by sanjeev rao 22 Jan '09

22 Jan '09

Hi team When i will be responding back to customer, the mail goes with full email list (whatever conversed in internal also), instead is that possible to send with customer query and our final answer ?

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customer mail response
by sanjeev rao 22 Jan '09

22 Jan '09

Hi team When i will be responding back to customer, the mail goes with full email list (whatever conversed in internal also), instead is that possible to send with customer query and our final answer ?

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Re: [otrs] Change OTRS POP3 polling frequency
by Tamara B. Chikumbi 22 Jan '09

22 Jan '09

Hi, Go to the SysConfig and search for pop3. Then Core:: Postmaster will be found. In the post master look for where it says PostmasterReconnectmessage. You can specify how often it should connect. Regards -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Levi_Ruiz(a)ord.uscourts.gov Sent: Thursday, January 22, 2009 1:45 AM To: User questions and discussions about OTRS. Subject: [otrs] Change OTRS POP3 polling frequency How can I make OTRS check it's POP3 mailbox more often? _______________________________________________ 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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cant send mail
by G-Cubed Solutions 22 Jan '09

22 Jan '09

Hello, I am having issues with sending mails as an agent but mails from the customer gets to the agents quee. The general issue is that it says invalid. mail exchanger not found ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Jan 21 20:19:42 2009 Message: Can't send message: Bad file descriptor! Traceback (1968): Module: Kernel::System::Email::Sendmail::Send (v1.27) Line: 92 Module: Kernel::System::Email::Send (v1.45) Line: 553 Module: Kernel::System::Ticket::Article::ArticleSend (v1.185) Line: 1831 Module: Kernel::Modules::AgentTicketEmail::Run (v1.68) Line: 847 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 G-Cubed Solutions .......Maximizing IT Customized Software Solution providers Tel: +234[1]4394915,2348023220790

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how to change compose answer From email address
by Aung 23 21 Jan '09

21 Jan '09

Hi, I am new to otrs and just installed it. When I receive the ticket and try to use compose answer, From: field is with "OTRS System <otrs@localhost> * invalid otrs@localhost (no mail exchanger (mx) found!)!" I do not know where to change that otrs@localhost to valid From email address. Can anyone guide me where to change? Thanks and regards, Aung

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Re: [otrs] Compose Answer (email) link not working
by bis 21 Jan '09

21 Jan '09

Well I haven't installed this system so I didn't do any configuration but I am the one who now has to do the admin for it. The "Compose Answer (email)" link was working fine until yesterday - since then something must have changed but I am not sure what and now I get "Your Own Ticket (follow up)" with the link to the page with the error message below. Could anyone tell me what I need to do to get the "Compose Answer (email)" link back and going to the correct page? I paste the error message again below for clarity. Thanks a lot Error: Module Kernel::Modules::AgentTicketCustomerFollowUp not registered in Kernel/Con[..] Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Wed Jan 21 13:47:57 2009 Message: Module Kernel::Modules::AgentTicketCustomerFollowUp not registered in Kernel/Config.pm! Traceback (16291): Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 555 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 --- On Wed, 21/1/09, Marco Vannini <marco.vannini(a)gmail.com> wrote: > From: Marco Vannini <marco.vannini(a)gmail.com> > Subject: Re: [otrs] Compose Answer (email) link not working > To: bis_d(a)yahoo.co.uk > Date: Wednesday, 21 January, 2009, 4:40 PM > mmm > > I mean, I didn't do anything apart configuring an auto > follow up in > auto responses and link it in auto responeses <-> > queue to a queue. I > don't know if it could be the case. try it out. > > > > On Wed, Jan 21, 2009 at 5:32 PM, bis > <bis_d(a)yahoo.co.uk> wrote: > > I have not changed > "\Kernel\Output\HTML\Standard\AdminAutoResponseForm.dtl". > Do I need to configure it in any way? > > > > Many thanks > > > > Bis > > > > > > --- On Wed, 21/1/09, Marco Vannini > <marco.vannini(a)gmail.com> wrote: > > > >> From: Marco Vannini > <marco.vannini(a)gmail.com> > >> Subject: Re: [otrs] Compose Answer (email) link > not working > >> To: bis_d(a)yahoo.co.uk, "User questions and > discussions about OTRS." <otrs(a)otrs.org> > >> Date: Wednesday, 21 January, 2009, 2:54 PM > >> did you configured > /otrs/index.pl?Action=AdminAutoResponse ? > >> > >> > >> > >> On Wed, Jan 21, 2009 at 3:51 PM, bis > >> <bis_d(a)yahoo.co.uk> wrote: > >> > Hiya > >> > > >> > I would be most grateful if someone could > kindly > >> advise me on how to fix the following problem: > >> > > >> > Whn I opened a ticket and used to have > "compose > >> answer (email)" (on the right hand side, > under > >> "Queue", "Type", > "Priority" > >> etc.), now I have got "Your own Ticket > (Compose Follow > >> up)" and when I click the "Compose > Follow up" > >> link, it goes to an error page with the following > error > >> message: > >> > > >> > > >> > Error: Module > >> Kernel::Modules::AgentTicketCustomerFollowUp not > registered > >> in Kernel/Con[..] > >> > > >> > Comment: Please contact your admin > >> > Bug Report: > >> > > >> > Traceback: ERROR: OTRS-CGI-10 Perl: > 5.8.5 OS: > >> linux Time: Wed Jan 21 13:47:57 2009 > >> > > >> > Message: Module > >> Kernel::Modules::AgentTicketCustomerFollowUp not > registered > >> in Kernel/Config.pm! > >> > > >> > Traceback (16291): > >> > Module: > Kernel::System::Web::InterfaceAgent::Run > >> (v1.23) Line: 555 > >> > Module: /opt/otrs/bin/cgi-bin/index.pl > (v1.81) Line: > >> 47 > >> > > >> > > >> > > >> > > >> > > _______________________________________________ > >> > 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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Compose Answer (email) link not working
by bis 21 Jan '09

21 Jan '09

Hiya I would be most grateful if someone could kindly advise me on how to fix the following problem: Whn I opened a ticket and used to have "compose answer (email)" (on the right hand side, under "Queue", "Type", "Priority" etc.), now I have got "Your own Ticket (Compose Follow up)" and when I click the "Compose Follow up" link, it goes to an error page with the following error message: Error: Module Kernel::Modules::AgentTicketCustomerFollowUp not registered in Kernel/Con[..] Comment: Please contact your admin Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.5 OS: linux Time: Wed Jan 21 13:47:57 2009 Message: Module Kernel::Modules::AgentTicketCustomerFollowUp not registered in Kernel/Config.pm! Traceback (16291): Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 555 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47

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IMAP / IMAPS fetch mails
by sol sol 21 Jan '09

21 Jan '09

Hi, I´m trying to configure in the admin account the Postmaster Mail account, some how i can only select pop3, pop3S and imap. How can i activate imapS ? as claimed working on the features page? reason why i need is following; we are using exchange 2003, when i configure a private mailbox with settings ; recieve.mailhost.com , user: aaaabbbb and pass: pass it fetches mail to the selected queue. How ever we have public folders, with settings: recieve.mailhost.com , user: aaaa bbbb and pass: pass notice the space in the username. When fetching this public mailfolder i allways get authentication failure. (user and pass is correctly filled in) i´m guessing it is or because of imapS or something with the space in the username. but using %20 to fill the space does not make a difference... can anyone help? thanks!

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Queues' visibility to customers
by Yasir M. Arsanukaev 21 Jan '09

21 Jan '09

Hello folks. Can I hide any queues so that these are invisible in the queues list to the end customers or just specify the visible ones but keeping the tickets readable/writable in the hidden queues by the customers ? Thanks. -- С уважением, Арсанукаев Ясир Маликович :: УИТ ОАО "Амурметалл" +7 (4217) 529-576

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