October 2009 - otrs - OTRS mailing lists

Re: [otrs] Sending email in OTRS
by Mike Pierce 21 Oct '09

21 Oct '09

I replace the actual values with fake values for the post. The 'mail.mydomain.com' does correspond to our actual mailserver in the config. Mike Pierce Northwest Justice Project 401 2nd Ave S, Suite 407 Seattle, WA 98104 206.464.1519 ext. 273 www.nwjustice.org

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Re: [otrs] Sending email in OTRS
by Mike Pierce 21 Oct '09

21 Oct '09

Here is my config file (I think this is what you were referring to) # OTRS config file (automaticaly generated!) # VERSION:1.1 package Kernel::Config::Files::ZZZAuto; use utf8; sub Load { my ($File, $Self) = @_; delete $Self->{'SendmailBcc'}; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::Host'} = 'mail.mydomain.com'; $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'LogModule::LogFile'} = 'C:/PROGRA~1/OTRS/OTRS/var/log/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; $Self->{'CheckEmailAddresses'} = '0'; $Self->{'CheckMXRecord'} = '0'; $Self->{'DefaultCharset'} = 'utf-8'; $Self->{'Organization'} = 'My Org'; $Self->{'AdminEmail'} = 'mail(a)mydomain.com'; $Self->{'FQDN'} = 'computer.domain.corp'; $Self->{'SecureMode'} = 1; } 1;

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Two instances of OTRS on one server possible?
by Tomas J Stehlik 21 Oct '09

21 Oct '09

Hello, Is it possible to install two instances of OTRS on one server? If yes, what is the trick in making it working? Thanks. Kind regards, Tomas J Stehlik

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ISO-8859-1 to UTF-8 in Autoanswer messages
by kda_greenada 21 Oct '09

21 Oct '09

Good day. There is a problem when I use autoanswer feature for My Queue. I send mail into queue in UTF-8 codepage (Russian Language), autoanswer return message to my inbox with "You wrote: <OTRS_CUSTOMER_EMAIL[6]>" But reply in ISO-8859-1 codepage and i have unreadable text in message... and as result history tree of answers to Customer is unreadable... How can i adjust codepage in autoanswer and autoreply messages? OTRS 2.4.5 with ITSM 1.3.1 Excuse my English Best Regards Denis Kirin

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Is it possible to Hold ticket ?
by Katta, Lokesh Katta Subramanyam 21 Oct '09

21 Oct '09

Hi All, Is it possible to Hold ticket when waiting for customer input, so that the SLA clock stops ticking until there is a further action on the ticket? Thanks and Regards, Lokesh

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Re: [otrs] encoding and attachments
by Ilya Kornev 21 Oct '09

21 Oct '09

Sorry. I was so stupid that tried to attach an empty .txt file which OTRS didn't allow me to do. Anything larger than 0kb attaches flawlessly. Still I have a problem with downloading non-ascii attachments in IE, the name is garbled. However, Chrome and Firefox download everything well. I remember seeing this bug fixed, but the problem still exists in my OTRS 2.4.4 and IE 8.0 Regards, Ilya -----Original Message----- From: Ilya Kornev <feldpost-(a)mail.ru> To: otrs <otrs(a)otrs.org> Date: Tue, 20 Oct 2009 10:23:21 +0400 Subject: Re: encoding and attachments > Moreover, OTRS bounces non-ascii attachments sent by customer. > I sent a test email to OTRS with 2 files attached: one named in English, the other - in Russian. > In OTRS I can see only the English one, and there's no Russian even in the filesystem. > > Regards, > Ilya Kornev > > -----Original Message----- > From: Ilya Kornev <feldpost-(a)mail.ru> > To: otrs <otrs(a)otrs.org> > Date: Mon, 19 Oct 2009 13:08:47 +0400 > Subject: encoding and attachments > > > Hello, > > > > The button Attach doesn't attach anything when composing email and choosing an attachment named in > Russian. > > If I choose an attachment named in Latin letters, everything is ok. > > > > This is what my Support Assessment says: > > Check database utf8 support. Your database version support utf8. OK > > Check if the client use utf8 for the connection. Your client connection is utf8. OK > > Check if the database use utf8 as charset. Your database character setting is utf8. OK > > Check the utf8 table charset collation. Your charset collation is set to utf8_general_ci. OK > > > > And I have this line in Config.pm > > $Self->{'DefaultCharset'} = 'utf-8'; > > > > The method of storing attachments is FS, if it matters. > > > > Does anybody have a clue what can be wrong with that? > > > > Best regards, > > Ilya Kornev > > > > >

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problems with customer info
by Gazizov Andrey 21 Oct '09

21 Oct '09

Hi all. I use otrs and external database with customer info installed on other server. When ticket creates in field "Customer ID" I enter the correct customer ID in correct field and create the ticket. All would be good but when I wish to see full ticket info (i.e. Ticket Zoom) I will not receive any customer info it empty :-) But if click on CustomerID I will forwarded on other page where may enter "Customer User" and "Customer ID". If I enter "Customer User" I will get full customer info from external DB :-) Generally, it is possible in OTRS that customer info get from external DB by customer ID? Any help is welcomed. Thanks -- Best regards, Andrey Gazizov ReTN

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an error message in the system log
by Kovacs Krisztian 21 Oct '09

21 Oct '09

Hi All! The following error message is in the system log: error OTRS-CGI-10 Another Link already exists within the same type group! What does it mean? Maybe (!, because the agent notify me later) an agent want to answer to multiple tickets with the bulk action, and she says that no email was sent out. We have groups and subgroups ... Maybe is this the problem? Thanks Krisz

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otrs-2.4.5-win-installer-2.1.1.exe can not support mod_perl
by Jeffery Chen Fan 21 Oct '09

21 Oct '09

otrs-2.4.5-win-installer-2.1.1.exe can not support mod_perl, need to repack the pack -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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[OTRS] 2.4.4 to 2.4.5 shortest upgrade path..
by Sarper SARIDAL 21 Oct '09

21 Oct '09

I would like to thank the Otrs team and all the members of the group for responding back. Today i raised a question about the shortest way of upgrading from 2.4.4 to 2.4.5. I did it by manually downloading the source code (the zip file of 2.4.5) Stopping the apache server from services getting backup of the otrs\otrs folder only replace the new files 2.4.5 After that the apache did not start.. What i did was to restore the following files back to where they were : 20.10.2009 23:05 <DIR> Apache 14.07.2005 02:46 16.061 apache-httpd.conf 16.04.2007 15:11 962 apache-httpd.include.conf 01.10.2009 08:59 7.469 apache-perl-startup.pl 01.10.2009 09:01 4.633 Apache.pm 20.10.2009 23:05 <DIR> Apache2 01.10.2009 08:59 1.410 apache2-httpd-new.include.conf 16.04.2007 15:11 1.249 apache2-httpd.include.conf 01.10.2009 08:59 7.542 apache2-perl-startup.pl Then started it up. It worked.. Plus i had the problem of notification events not sent to customers issue. That's solved too. Thanks & Regards Sarper Saridal

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