December 2009 - otrs - OTRS mailing lists

2.4.5 : bug : postmaster filter does not work with sub queues
by Martignier, Philippe 30 Dec '09

30 Dec '09

Hi there, Everything is in the subject ... should you need to do filter that redirect tickets to certain queue is only possible with a queue of level 1 (meaning a "normal queue"). If you try to use a sub-queue (level 2 for example), it does not work. Annoying bug ... Thanks Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Problem with Auto Reply and Multiple Customer Ids
by Sourabh Sarwate 30 Dec '09

30 Dec '09

Hi All, I am facing a 2 problems on our OTRS system. 1) When I am changing the configuration for Customer with multiple IDs in Config.pm I am not able to search the Customer User Management.While the functionality for Customer with multiple Ids is working fine. 2) I am not able to get the Ticket Number in Auto-reply text. I am using following content for the auto reply and using <OTRS_TICKET_*> for getting the ticket *Dear <OTRS_CUSTOMER_REALNAME>, Thank you for contacting us. Your issue regarding <OTRS_CUSTOMER_SUBJECT[20]> has been registered and will be processed shortly. We have assigned a ticket <OTRS_TICKET_*> for this issue. Please include this ticket no. in all your further communications with us related to this issue. Would request you not to change the subject line while replying by e-mail. You will also receive a detailed update of resolution progress upon this ticket with in next 4hrs.* I am using windows 2003 server Enterprise Edition. -- Regards, Sourabh Sarwate

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Mass Import Customers
by Prince Chavez 29 Dec '09

29 Dec '09

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Re: [otrs] Is it possible to automatically link an email ticket
by Axel Christ 29 Dec '09

29 Dec '09

Aron, what you could do is use the PostMaster Filter. At least for getting all mails from one company into one queue there is an easy way: In the Match section select: Header 1: From Value: (.*)(a)some-domain.com In the Set section select: Header 1: X-OTRS-Queue Value: Name of my queue Cheers, Axel Christ CrossConsense Ltd. & Co. KG ---------------------------------------------------------------------- Message: 1 Date: Wed, 23 Dec 2009 09:58:21 +0100 From: Aron Rotteveel <rotteveel.aron(a)gmail.com> Subject: [otrs] Is it possible to automatically link an email ticket to a customer? To: otrs <otrs(a)otrs.org> Message-ID: <c1eb7d910912230058g2f70abefid9918f28ecb8aeec(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi, Currently, one of the biggest frustrations is the fact that tickets that are sent by e-mail are not automatically linked to a customer. We do not use the customer login interface, simply because we find e-mail much more convienient. The ideal situation would be as follows: - Customer sends email to support@ourcompany - Within OTRS, the e-mailadress is crossreferenced with the customer database - If a match is found, the customer details are automatically set Even better would be: - Better support for companies in OTRS: one company can have more than one user, each having different e-mailadresses. When a match is found, the company data is also linked. Is any of the above possible? Thanks in advance. -- Best regards, Aron Rotteveel __________ Hinweis von ESET NOD32 Antivirus, Signaturdatenbank-Version 4711 (20091223) __________ E-Mail wurde gepr?ft mit ESET NOD32 Antivirus. http://www.eset.com

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R: otrs Digest, Vol 15, Issue 115
by 09000121 29 Dec '09

29 Dec '09

-- msg. originale -- Oggetto: otrs Digest, Vol 15, Issue 115 Da: "otrs-request(a)otrs.org" <otrs-request(a)otrs.org> Data: 29/12/2009 08:17 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. Ticket on hold (Otrs User) 2. Re: how to install io::sockket::SSL (Mauricio Tavares) 3. Mass Import Customers (Prince Chavez) 4. OTRS Reports (Prince Chavez) 5. Re: Mass Import Customers (Maurice James) 6. Add two fields in Reply Screen (Amit Sharma) 7. Unable to send email to external mail IDs (Mohamed Zakaria) ---------------------------------------------------------------------- Message: 1 Date: Mon, 28 Dec 2009 21:00:50 +0530 From: Otrs User <otrs.user0509(a)gmail.com> Subject: [otrs] Ticket on hold To: otrs(a)otrs.org Message-ID: <dfecc3d20912280730t5b1da7c6sdb1b26148afef549(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi Can anybody Please telll how to define a Ticket State "Hold" and time for which the ticket state is Hold , should not be calculated for Average resolution time. Regards Rupa

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Unable to send email to external mail IDs
by Mohamed Zakaria 29 Dec '09

29 Dec '09

Hi, I am not able to send email in the OTRS system to external people. When I send to internal staff it's ok. Here is the error. Anyone has any ideas? ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Tue Dec 29 15:07:09 2009 Message: Can't send to 'kazak(a)gmail.com': 5505.7.1 Unable to relay ! Enable Net::SMTP debug for more info! Traceback (2239): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 131 Module: Kernel::System::Email::Send (v1.64) Line: 683 Module: Kernel::System::Ticket::Article::ArticleSend (v1.232) Line: 2024 Module: Kernel::Modules::AgentTicketCompose::Run (v1.81.2.1) Line: 416 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 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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HTTPBasicAuth + Panic! No UserData
by Arpit2 G 29 Dec '09

29 Dec '09

Hello Everyone, I am done with LDAP authentication of customers. But now i am trying to do it by HTTPBasicAuth and i am getting this "Panic! No user data". Is there any way by which i can Sync the user data with with OTRS DB. Thanks & Regards Arpit Gupta ESM Sub Focus Area, TEG Open Source Platform Tata Consultancy Services 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

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OTRS Reports
by Prince Chavez 28 Dec '09

28 Dec '09

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how to install io::sockket::SSL
by Michael Mitchell 28 Dec '09

28 Dec '09

I ran a check modules and it's telling me that io::socket::ssl its not installed for pop3 ssl connection how do I fix? I went to cpan.org website found the module but it looks like a zip file once I get the file how do I make it work? Do I install it in cpan any help would be great sort of new to this. Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

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Ticket on hold
by Otrs User 28 Dec '09

28 Dec '09

Hi Can anybody Please telll how to define a Ticket State "Hold" and time for which the ticket state is Hold , should not be calculated for Average resolution time. Regards Rupa

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