December 2009 - otrs - OTRS mailing lists

Remove the language option in the customer login page
by Mohamed Zakaria 03 Dec '09

03 Dec '09

Hi, Does anyone knows how to remove the language option in the customer login page? I would like to just use english and prohibit the customers from using other languages. Thank you. Regards, Zak ##################################################################################### This email is confidential and intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use, dissemination, forwarding, printing or copying of this email is strictly prohibited. If you have received this email in error please contact the sender. #####################################################################################

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Developer manual on ACL's
by Mikhail Lukin 02 Dec '09

02 Dec '09

Hi All examples [1] of TicketACL use constant Properties and Possible's. I'd like to calculate possible SLA's dynamically using CustomerUserID and ServiceID like in module $OTRS/Kernel/System/Ticket/Acl/CloseParentAfterClosedChilds.pm I didn't find any manual on doc.otrs.org on how to develop and use such modules. Please, point me a right way. [1] http://doc.otrs.org/2.4/en/html/c2172.html -- Mikhail Lukin <mihail.lukin(a)googlemail.com>

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Not a GLOB reference at /usr/local/lib/perl5/site_perl/5.8.9/Mail/Internet.pm
by Per olof Ljungmark 02 Dec '09

02 Dec '09

OTRS 2.4.5 FreeBSD 7 Perl 5.8.9 We want to use IMAP for incoming mails, but fetching mails stop with the following error. POP3 works fine. Any ideas? Not a GLOB reference at /usr/local/lib/perl5/site_perl/5.8.9/Mail/Internet.pm line 34, <GEN0> line 72.

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Appreciations & OTRS Auto Response
by benjamin anamoah 02 Dec '09

02 Dec '09

Hello Leonardo, Thanks for the help you have given me. Infact i can see i am almost there but i still need some more explanation and/or clarification. I am trying to do the configuration on my laptop before setting it up on a nectwork to be used by our clients. I have therefore created account for one user of the system and also created customer-users who can log in from the Customer-interface on the same package which comes with the installation. I used for example (kkoomson(a)otrs.org) for the customer users. I am using Microsoft Windows XP. I have gone systematically as your directives says and i did not understand certain terms and some explanations that you used. In the first paragraph you explained some core issues which i do not know how to go about it. Again, i want to find out this; i hope it is the Customer-User that sends a mail to the agents and the system automatically sends an auto reply back to the customer. If that is not the case, please elaborate for me. Last but not least, i will be very happy and much grateful if you can spread out what i need to do to set up the e-mail system because i am using the localhost but if i should use for eg (kkoomson@localhost), it does not work. Please, i need further explanation because i am very new to the system and the blend of various platforms and languages confuse me sometimes. Thank you. Benjamin Anamoah. --- On Tue, 12/1/09, otrs-request(a)otrs.org <otrs-request(a)otrs.org> wrote: From: otrs-request(a)otrs.org <otrs-request(a)otrs.org> Subject: otrs Digest, Vol 15, Issue 7 To: otrs(a)otrs.org Date: Tuesday, December 1, 2009, 6:44 PM Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Appreciations & OTRS Auto Response (Leonardo Certuche) ---------------------------------------------------------------------- Message: 1 Date: Tue, 1 Dec 2009 18:43:43 -0500 From: Leonardo Certuche <leonardo.certuche(a)itcon-ltda.com> Subject: Re: [otrs] Appreciations & OTRS Auto Response To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <2d120a850912011543s5938367ere2e8ec4c775196ae(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi, First make sure that your box is sending emails to any domain. To make sure (if you're on a *NIX box), try the following command: mail -s "test mail" user(a)domain.com < file where file is a text file that you have in the folder where you issue the command. The content of that file will be the body of the message. The only auto-response that I have working is using the auto-reply type and it's sent every time a new ticket is created. In order to configure it, I first went to /otrs/index.pl?Action=AdminSystemAddress and created an email account for the from field. Then I went to /otrs/ index.pl?Action=AdminAutoResponse and created the new notification specifying name, subject, body, choosing autoreply type and using the systemaddress configured in the from field. Don't forget to set it to "valid" Then go to /otrs/index.pl?Action=AdminQueueAutoResponse and associate your autoresponse to your desired queue. Then create a ticket in that queue, a new message should be sent to your client. To make sure go to /otrs/ index.pl?Action=AdminLog you should find two entries similar to the following: Sent auto response (SendAutoReply) for Ticket [1000041] (TicketID=41, ArticleID=314) to '"client" <customer(a)mail.com>'. Sent email to '"client" <customer(a)mail.com>' from 'HelpDesk < helpesk(a)helpdesk.com>'. HistoryType => SendAutoReply, Subject => [Ticket#1000041] HelpDesk; I hope it helps! Let us know how it goes ;) Leonardo Certuche On Tue, Dec 1, 2009 at 6:16 PM, benjamin anamoah <choronflex4u(a)yahoo.com>wrote: > > Dear Colleagues, > > I must first and foremost give gratitiude to some members of the forum who > has helped me with their contributions on my Auto Response issue in OTRS; > Olivier Sallou, Marco Vaninni, Michael Mayaka, Alexander Halle and > especially Michiel Beijen for bringing to me the mistakes i have commited > whiles finding solutons to my problems. > > There should be no excuses for not acting right towards the honourable > members of the forum. But the little i can say is that, as i mostly inform > the room that i'm new to the system i am thankful to all who has contributed > to the issues i have had with the OTRS concerning the Auto Response and > earlier issues on others aside auto response. > > Now back to the OTRS Auto Response issue again! I have tried all the > suggestions and contributions by the forum and from my personal researches > and readings as well but i must confess that it is still not working. > I will be very grateful if a much detailed including maybe if possibles any > changes in the system files as well so that the system can automatically > send re-mails as soon as e-mails are sent from the OTRS Customer-interface > back to the customer and give back information on the send mail. For > example, "Mail recieved and will attend to you as soon as possible". > Marco Vaninni asked me if i can send mail to all. I can only select a queue > at a time and send mail to that queue from both sides only. > Please I need help with much details from the scratch on the AUTO RESPONSE, > thank you. > > Benjamin writes. > > --- On *Thu, 11/12/09, otrs-request(a)otrs.org <otrs-request(a)otrs.org>*wrote: > > > From: otrs-request(a)otrs.org <otrs-request(a)otrs.org> > Subject: otrs Digest, Vol 14, Issue 36 > To: otrs(a)otrs.org > Date: Thursday, November 12, 2009, 2:00 AM > > Send otrs mailing list submissions to > otrs(a)otrs.org <http://mc/compose?to=otrs@otrs.org> > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org <http://mc/compose?to=otrs-request@otrs.org> > > You can reach the person managing the list at > otrs-owner(a)otrs.org <http://mc/compose?to=otrs-owner@otrs.org> > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Help (Gabriel D?az) > 2. Re: Help (LQ Marshall) > 3. Personalizing Customer Interface and the OTRS Admin Handbook > Not too clear to understand (benjamin anamoah) > 4. Re: Remove Ticket ID from subject? (Nils Leideck - ITSM) > 5. Re: Inserting company logo on OTRS (Stephen Hall) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 11 Nov 2009 19:17:59 +0100 > From: Gabriel D?az <gaby0806(a)gmail.com<http://mc/compose?to=gaby0806@gmail.com> > > > Subject: [otrs] Help > To: otrs(a)otrs.org <http://mc/compose?to=otrs@otrs.org> > Message-ID: > <929ddf700911111017l5875b38eq48f9e8544bfe4a21(a)mail.gmail.com<http://mc/compose?to=929ddf700911111017l5875b38eq48f9e8544bfe4a21@mail.gmai…> > > > Content-Type: text/plain; charset="iso-8859-1" > > Hello. I need help with the notification of OTRS. > > When I create a incident, the mail with the notifications, is not sent. > > In the log appear this problem: > > Nov 11 19:02:57 soporte postfix/pickup[3686]: BBDD64837B: uid=33 from=<> > Nov 11 19:02:57 soporte postfix/cleanup[4471]: BBDD64837B: > message-id=<1257962577.571619.97190515(a)soporte.dsigne<http://mc/compose?to=1257962577.571619.97190515@soporte.dsigne> > > > Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: from=<>, size=2094, > nrcpt=1 (queue active) > Nov 11 19:02:57 soporte postfix/smtp[4473]: warning: no MX host for > signe.eshas a valid address record > Nov 11 19:02:57 soporte postfix/smtp[4473]: BBDD64837B: to=< > soporte(a)signe.es <http://mc/compose?to=soporte@signe.es>>, > relay=none, delay=0.01, delays=0.01/0/0/0, dsn=5.4.4, status=bounced (Host > or domain name not found. Name service error for > name=zmail2.signe.estype=A: Host not found) > Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: removed > > Someone can i help me. Please. > > Sorry but my english is not very good. > > Thanks >

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Help Needed regarding Technology Stack of OTRS
by Arpit2 G 02 Dec '09

02 Dec '09

Hello Everyone, I am planing to implement OTRS. I have following technology stacks: OS: Windows Database: MS SQL Directory: Active directory Please suggest me whether this selection is ok and if anybody has experience of using this stack plz share with me, How was the performance? and plz if u could tell me what is best choice. Thanks & Regards Arpit Gupta ESM Sub Focus Area, TEG Open Source Platform Tata Consultancy Services Ph:- +91-22-67782544 Mailto: arpit2.g(a)tcs.com Website: http://www.tcs.com ____________________________________________ Experience certainty. IT Services Business Solutions Outsourcing ____________________________________________ =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

4 3

otrs Digest, Vol 15, Issue 7
by benjamin anamoah 02 Dec '09

02 Dec '09

Hello Leonardo, Thanks for the help you have given me. Infact i can see i am almost there but i still need some more explanation and/or clarification. I am trying to do the configuration on my laptop before setting it up on a nectwork to be used by our clients. I have therefore created account for one user of the system and also created customer-users who can log in from the Customer-interface on the same package which comes with the installation. I used for example (kkoomson(a)otrs.org) for the customer users. I am using Microsoft Windows XP. I have gone systematically as your directives says and i did not understand certain terms and some explanations that you used. In the first paragraph you explained some core issues which i do not know how to go about it. Again, i want to find out this; i hope it is the Customer-User that sends a mail to the agents and the system automatically sends an auto reply back to the customer. If that is not the case, please elaborate for me. Last but not least, i will be very happy and much grateful if you can spread out what i need to do to set up the e-mail system because i am using the localhost but if i should use for eg (kkoomson@localhost), it does not work. Please, i need further explanation because i am very new to the system and the blend of various plateforms and languages confuse me sometimes. Thank you. Benjamin Anamoah. --- On Tue, 12/1/09, otrs-request(a)otrs.org <otrs-request(a)otrs.org> wrote: From: otrs-request(a)otrs.org <otrs-request(a)otrs.org> Subject: otrs Digest, Vol 15, Issue 7 To: otrs(a)otrs.org Date: Tuesday, December 1, 2009, 6:44 PM Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Appreciations & OTRS Auto Response (Leonardo Certuche) ---------------------------------------------------------------------- Message: 1 Date: Tue, 1 Dec 2009 18:43:43 -0500 From: Leonardo Certuche <leonardo.certuche(a)itcon-ltda.com> Subject: Re: [otrs] Appreciations & OTRS Auto Response To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <2d120a850912011543s5938367ere2e8ec4c775196ae(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi, First make sure that your box is sending emails to any domain. To make sure (if you're on a *NIX box), try the following command: mail -s "test mail" user(a)domain.com < file where file is a text file that you have in the folder where you issue the command. The content of that file will be the body of the message. The only auto-response that I have working is using the auto-reply type and it's sent every time a new ticket is created. In order to configure it, I first went to /otrs/index.pl?Action=AdminSystemAddress and created an email account for the from field. Then I went to /otrs/ index.pl?Action=AdminAutoResponse and created the new notification specifying name, subject, body, choosing autoreply type and using the systemaddress configured in the from field. Don't forget to set it to "valid" Then go to /otrs/index.pl?Action=AdminQueueAutoResponse and associate your autoresponse to your desired queue. Then create a ticket in that queue, a new message should be sent to your client. To make sure go to /otrs/ index.pl?Action=AdminLog you should find two entries similar to the following: Sent auto response (SendAutoReply) for Ticket [1000041] (TicketID=41, ArticleID=314) to '"client" <customer(a)mail.com>'. Sent email to '"client" <customer(a)mail.com>' from 'HelpDesk < helpesk(a)helpdesk.com>'. HistoryType => SendAutoReply, Subject => [Ticket#1000041] HelpDesk; I hope it helps! Let us know how it goes ;) Leonardo Certuche On Tue, Dec 1, 2009 at 6:16 PM, benjamin anamoah <choronflex4u(a)yahoo.com>wrote: > > Dear Colleagues, > > I must first and foremost give gratitiude to some members of the forum who > has helped me with their contributions on my Auto Response issue in OTRS; > Olivier Sallou, Marco Vaninni, Michael Mayaka, Alexander Halle and > especially Michiel Beijen for bringing to me the mistakes i have commited > whiles finding solutons to my problems. > > There should be no excuses for not acting right towards the honourable > members of the forum. But the little i can say is that, as i mostly inform > the room that i'm new to the system i am thankful to all who has contributed > to the issues i have had with the OTRS concerning the Auto Response and > earlier issues on others aside auto response. > > Now back to the OTRS Auto Response issue again! I have tried all the > suggestions and contributions by the forum and from my personal researches > and readings as well but i must confess that it is still not working. > I will be very grateful if a much detailed including maybe if possibles any > changes in the system files as well so that the system can automatically > send re-mails as soon as e-mails are sent from the OTRS Customer-interface > back to the customer and give back information on the send mail. For > example, "Mail recieved and will attend to you as soon as possible". > Marco Vaninni asked me if i can send mail to all. I can only select a queue > at a time and send mail to that queue from both sides only. > Please I need help with much details from the scratch on the AUTO RESPONSE, > thank you. > > Benjamin writes. > > --- On *Thu, 11/12/09, otrs-request(a)otrs.org <otrs-request(a)otrs.org>*wrote: > > > From: otrs-request(a)otrs.org <otrs-request(a)otrs.org> > Subject: otrs Digest, Vol 14, Issue 36 > To: otrs(a)otrs.org > Date: Thursday, November 12, 2009, 2:00 AM > > Send otrs mailing list submissions to > otrs(a)otrs.org <http://mc/compose?to=otrs@otrs.org> > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to > otrs-request(a)otrs.org <http://mc/compose?to=otrs-request@otrs.org> > > You can reach the person managing the list at > otrs-owner(a)otrs.org <http://mc/compose?to=otrs-owner@otrs.org> > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Help (Gabriel D?az) > 2. Re: Help (LQ Marshall) > 3. Personalizing Customer Interface and the OTRS Admin Handbook > Not too clear to understand (benjamin anamoah) > 4. Re: Remove Ticket ID from subject? (Nils Leideck - ITSM) > 5. Re: Inserting company logo on OTRS (Stephen Hall) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 11 Nov 2009 19:17:59 +0100 > From: Gabriel D?az <gaby0806(a)gmail.com<http://mc/compose?to=gaby0806@gmail.com> > > > Subject: [otrs] Help > To: otrs(a)otrs.org <http://mc/compose?to=otrs@otrs.org> > Message-ID: > <929ddf700911111017l5875b38eq48f9e8544bfe4a21(a)mail.gmail.com<http://mc/compose?to=929ddf700911111017l5875b38eq48f9e8544bfe4a21@mail.gmai…> > > > Content-Type: text/plain; charset="iso-8859-1" > > Hello. I need help with the notification of OTRS. > > When I create a incident, the mail with the notifications, is not sent. > > In the log appear this problem: > > Nov 11 19:02:57 soporte postfix/pickup[3686]: BBDD64837B: uid=33 from=<> > Nov 11 19:02:57 soporte postfix/cleanup[4471]: BBDD64837B: > message-id=<1257962577.571619.97190515(a)soporte.dsigne<http://mc/compose?to=1257962577.571619.97190515@soporte.dsigne> > > > Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: from=<>, size=2094, > nrcpt=1 (queue active) > Nov 11 19:02:57 soporte postfix/smtp[4473]: warning: no MX host for > signe.eshas a valid address record > Nov 11 19:02:57 soporte postfix/smtp[4473]: BBDD64837B: to=< > soporte(a)signe.es <http://mc/compose?to=soporte@signe.es>>, > relay=none, delay=0.01, delays=0.01/0/0/0, dsn=5.4.4, status=bounced (Host > or domain name not found. Name service error for > name=zmail2.signe.estype=A: Host not found) > Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: removed > > Someone can i help me. Please. > > Sorry but my english is not very good. > > Thanks >

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Problems with charset when fetching email from Exchange
by Luis Montañés 02 Dec '09

02 Dec '09

We have OTRS 2.3.4 for Win32 installed with utf-8 charset, we fetch emails from an Exchange server through POP3 account. We are using Spanish language and when the customers write us an email with special characters like [á, é, ...], OTRS reads it with strange chararcters. ¿What can i do? Thanks in advance. Luis Montañés.

2 1

TicketKey/Value not working
by Rupp Timo 02 Dec '09

02 Dec '09

Hi, I'd like to transport a few values from a proprietary mailing tool into OTRS system. I think the X-OTRS-TicketKey/Value headers could help me to get the stuff into OTRS database. My problem is, that OTRS seems to ignore these headers. Nothing happens. Other X-OTRS headers like the one for setting the queue are doing their job perfectly. Any idea? Is there a configuration option (beside the watched headers listing) that could be the problem? Sample headers of a test mail: X-OTRS-TicketKey2: original-date-mssql X-OTRS-TicketValue2: 2009-09-01 08:09:06 X-OTRS-TicketKey3: original-date-unix X-OTRS-TicketValue3: 1251787566 OTRS Version is 2.4.5 Thanks for your help. - Timo

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How to hide object in Otrs Customer users web interface
by Alessandro d'Ambrosio 02 Dec '09

02 Dec '09

Hi, in my OTRS I created many queues that customer users can choose when they log in to open a new ticket. As my queues in field TO are very detailed I would like to avoid "object" choise that now is compulsory. My question are: 1) How can I hide the field "Object" in Customer users web interface 2) How to avoid that this field is compulsory Thank you, Alessandro

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Service <--> Type Association previously asked but never answered.
by Sarper SARIDAL 02 Dec '09

02 Dec '09

Hi all, I have question I want to associate service with types if possible. If I'll choose type1 - there are Service1, Service2, Service3 in drop down menu for example. If I'll choose type2 - Service4, Service5 and Service6 comes... Is this possible , i searched the archive mails this question asked before but never answered. Thanks & Regards, Sarper Sarıdal

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