October 2009 - otrs - OTRS mailing lists

How to handle bounces?
by MMoj＠timocom.com 07 Oct '09

07 Oct '09

Hello OTRS-Mailinglist, I´ve a question, how to manage that bounces to the support e-mail address are not listed in the system without deleting the whole ticket? There are sometimes bounces that are listed because when an Agent closed the ticket the support e-mail address was listed as to or cc and the mails are coming in everytime an Agent is closing the ticket. How to solve such a Problem? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: MMoj(a)TimoCom.com www.TimoCom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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Auto Reply not working
by Diego Chacón 06 Oct '09

06 Oct '09

Hi, OTRS 2.4.4 on FreeBSD, but not send autoreply The messages file log say : [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent no 'auto reply' for Ticket [2009100610000122] (Diego Chacón <chaco(a)XXXXX.com>) because the sender doesn't want a auto-response (e. g. loop or precedence header) How fix it? -- Diego Chacon Rojas Infraestructura y Soporte - InterNexo chaco(a)internexo.com +506 2224-1496 extensiones 106 y 108 +506 2283-1071

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OTRS in a generic provider -- SECURITY??
by Emiliano Augusto 06 Oct '09

06 Oct '09

I've tryied to install OTRS in a generic provider. There are some issues about security with this method??? There are some other (best) method to do the same?! I've success with this method: -------------------------------start------------------------------- copy otrs in ~/html/otrs (I'll call this dir: home-otrs) chmod a+rw home-otrs chmod a+rw home-otrs/Kernel/Config/Files/ rm wherever-is/cgi-bin lnk home-otrs/bin/cgi-bin -> wherever-is/cgi-bin lnk home-otrs -> ~/html/otrs-web lnk home-otrs/var/httpd/htdocs/css -> home-otrs/css lnk home-otrs/var/httpd/htdocs/images -> home-otrs/images lnk home-otrs/var/httpd/htdocs/js -> home-otrs/js lnk home-otrs/var/httpd/htdocs/yui -> home-otrs/yui cp home-otrs/Kernel/Config.pm.dist home-otrs/Kernel/Config.pm edit home-otrs/Kernel/Config.pm - In line 62: change: $Self->{Home} = '/opt/otrs'; by: $Self->{Home} = 'home-otrs'; Create the database and user database. Edit Kernel/Config.pm: # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'addr database-(usually localhost)'; # Database # (The database name.) $Self->{'Database'} = 'database-name'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'user-database-name'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'pass-user-database-name'; and forward in this file: # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ lo siguiente: $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 0; $Self->{'Organization'} = ''; $Self->{'LogModule::LogFile'} = '~/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'yourhost.example.com'; $Self->{'DefaultLanguage'} = 'es'; $Self->{'AdminEmail'} = 'admin(a)example.com <%27admin(a)example.com>'; $Self->{'DefaultCharset'} = 'utf-8'; (edit for your app!!) For now set $Self->{'SecureMode'} = 0!!!! now execute installer.pl and use the user database created, don't create but delete database, go back and create db the installer breaks indicating that can't create the user (but the initial data are inserted in database). then edir Kernel/Config.pm and set $Self->{'SecureMode'} = 1; an set permision to 0600 --------------------------------end-------------------------------- --------------------------------------------- --- Timeo Danaos et dona ferentes --- ---------------------------------------------

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Images shown inline rather than attachments
by Marretta, Rosanna 06 Oct '09

06 Oct '09

Hi All, Can somebody please guide me in the right direction. I am trying to set up my OTRS so that images are shown in the body of the email rather than having them as attachments. I have read the manual and the only place I can see that needs to be changed is Core::Web::AttachmentDownloadType. I have set this to 'inline', but my images are still coming in as attachments. What else do I need to do please? Thank you, Rosanna

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Bug with AD and OTRS
by AXVill NetWizard 06 Oct '09

06 Oct '09

Hi, I'am install and configure OTRS at my OpenSuSE 11.1 to use LDAP (Windows 2003 Active Directory). Authenticate work, but if i look for all users (Search "*") i get his names as "ÐÐ¸ÑÐ¸Ð»Ð»". So OTRS don't understand russian text from AD. Help me please, how fix this? P. S. Sorry for bad English, i'am from Belarus.

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customer ldap auth not working
by Jefferson Davis 06 Oct '09

06 Oct '09

Once logged in as admin user I can query the ldap tree without difficulty. But customer users cannot login???? What am I missing? User record not being created at first login? If so how do I correct this? -- Jefferson K Davis Technology and Information Systems Manager Standard School District 1200 North Chester Ave Bakersfield, CA 93308 661.392.2110 ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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SpellCheck on 2.4.4
by Hiren Joshi 06 Oct '09

06 Oct '09

Hi, I upgraded from 2.3.4 to 2.4.4, the config was such that an agent couldn't send an email without spell checking it but it still allowed the agent to send it out with unrecognised words (like names). On 2.4.4, it forces the agent to spell check but doesn't allow the agent to send the email unless all words comply. Is this a bug or expected behaviour? Thanks, Josh.

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Dual word searches
by Emily Flynn 06 Oct '09

06 Oct '09

Hi, Does anyone know how I can implement dual word searches within FAQ search? Say for instance, someone wants to search for "phone list", and I have the words "phone" and "list" as the keywords of the article, the article will come up when either the words phone or list are used in the search, but not at the same time... so how can I implement dual word searches? Putting inverted commas around the two words doesn't work. OTRS - 2.4.4 FAQ - 1.6.4 Thanks Emily

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problem: no sla selecting service
by francesco.simonini＠sesaspa.it 06 Oct '09

06 Oct '09

Hi to all, I would like to explain my problem with OTRS 2.4.4 and ITSM 1.3.1. I make a new installation of OTRS 2.4.4 and ITSM 1.3.1, I create service, sla associated to the service, customer user and set default service. Now I try to create a new e-mail ticket but wen I select the service no sla is loaded. But if I create a phone ticket it works, the slas are loaded. If in email ticket i create the ticket without the sla (I can't select it!) and then I modify the itsm fields in ITSM-fields page i found the right slas. I have this problem even with OTRS 2.4.3 new installation and also after a migration from otrs 2.3.4 and itsm 1.2.3. What is wrong?? Any help is appreciate. Regards. Francesco.

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What does pink color indicate?
by Anderson, Ken 06 Oct '09

06 Oct '09

What does the pink background on various tickets indicate? Thanks, -Ken Ken Anderson Senior Systems Consultant OA Solutions Victoria*Vancouver*Edmonton tel. (250) 385-4333 x219 fax. (250) 483-3380 ken.anderson(a)oasolutions.ca<mailto:ken.anderson@oasolutions.ca> www.oasolutions.ca<http://www.oasolutions.ca/> Please note that effective October 1, 2009 OA Solutions' Victoria Office has moved. Our new address is: 200 - 702 Fort Street Victoria, BC V8W 1H2

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