February 2009 - otrs - OTRS mailing lists

SMTP configuration problem
by Riccardo Michele Filippone 10 Feb '09

10 Feb '09

Hello, I'm trying to set up SMTP feature... I open sysconfig->Framework->Core::Sendmail And I set: SendmailModule: SMTP (because I've an external smtp server) sendmailModule::CMD: /usr/sbin/sendmail -i -f (but I think it's not necessary right?) SendmailModule::Host mail.netsons.com Port: 25 AuthUser: support-system+netsons.com (it's an erro +netsons.com?) Password: mypassword others fields are blank (I don't write) When I try to send an email : Can't send to: ethernaly(a)email.it! Enable debug for more info! If I use in AuthUser: system-support (without + or @ netsons.com) this is the error: Errore: SMTP authentication failed! Enable debug for more info! So I think + netsons.com is necessary, but where is my error? Sorry for my english I hope in your help

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Notification on new ticket
by Roman Haag 10 Feb '09

10 Feb '09

Hello all I successfully installed OTRS and its working nice and fast (mod- perl). I have just a small problem/question: If a customer sends in a mail and a new ticket gets created, he doesn't get a notification as expected. Is this an issue in 2.3.4 -version or do I have to config something? I found the text which should be sent, but the first mail isn't sent. Sending mail works fine (notification about closing, adding notes, etc. is received). Thanks for any help. Kind regards Roman

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otrs ticket is almost unreadable because of a lot of email replies
by Patrick Schiess 10 Feb '09

10 Feb '09

hi, does anyone of you guys know, how i could deal with the problem, that a ticket gets more and more unreadable because of a lot of email communication (replies) with the customer? does otrs offer a solution to this kind of problem? i am not searching for a solution like: "deleting the whole replies of the customer anytime i write him an email through otrs". i am more searching for a solution, that deletes the whole replies excepting the last one... so that the customer, does always see his last reply. hope you understand what i mean. thanks for your help. regards, patrick.

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Re: [otrs] R: Latching onto Exchange
by Bryan R. James 10 Feb '09

10 Feb '09

Yep I think I'm going to try the tertiary domain. I'll report back as soon as I get some results. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Tuesday, February 10, 2009 6:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 5, Issue 26 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: R: Latching onto Exchange (LQ Marshall) ---------------------------------------------------------------------- Message: 1 Date: Tue, 10 Feb 2009 06:22:17 -0500 From: "LQ Marshall" <qmarshall(a)inetspace.net> Subject: Re: [otrs] R: Latching onto Exchange To: "'User questions and discussions about OTRS.'" <otrs(a)otrs.org> Message-ID: <003a01c98b71$d4d194c0$1412050a@QNAL001> Content-Type: text/plain; charset="us-ascii" Other very viable option, as posted earlier in this thread, is to run OTRS on a tertiary domain. LQ _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of CARNINO Daniele (FIAT ITEM) Sent: Tuesday, February 10, 2009 5:29 AM To: 'User questions and discussions about OTRS.' Subject: [otrs] R: Latching onto Exchange Don't waste time considering this option. Seriously. I've had the same problem this summer, and I have tried to implement Openchange protocol. I have succeeded in connecting to mailboxes and in downloading messages on a local mailbox. I've also piped the mails collected through Postmaster script onto OTRS. I did a LOT of work but the issues remains simply too much to use this solution in a production environment. So definitely go and ask to enable POP3 or IMAP on per-mailbox basis: this is the only reliable way, now. If you really need it, your mail admins should (and could) do this. Period. Ciao, d.

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Customers replies integrate our own last reply
by Laurent Minost 10 Feb '09

10 Feb '09

Hi, We are facing a probably "common" but not "so easy to solve" problem while using OTRS : almost all of our customers use mail to contact us and so when we reply them with OTRS, we configured it to not add the previous mail of the customer so we are not having our own replies (articles in the OTRS naming) with also the customer mail mentionned with ">> ". Problem is that we are facing the same thing for customers replies : our own reply is mentionned classicaly at the end of the mail with ">> " and so it's "breaking" the OTRS view for long time tickets because last articles contains almost all the email ... Is there a way please to tell OTRS to insert only the last mail from customer by detecting a specific character string or other way ? Thanks for your answer, Laurent MINOST

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OTRS escalation notification email
by Tamara B. Chikumbi 10 Feb '09

10 Feb '09

Hi, I'm new to otrs as well as Linux. Please help me on how to get email notification when a ticket is escalated. I have tried genericAgent, notification and preferences but to no avail. But there is something I have noticed, Unlocktickets.pl is missing in the bin directory. What could be wrong, please help. Regards

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Latching onto Exchange
by Bryan R. James 10 Feb '09

10 Feb '09

I'm new to the OTRS list, but google-fu failed me so please forgive me if I missed this in my searching. I've got OTRS setup on a Ubuntu 8.10 server I'd like it to be able to pull e-mails from our Exchange server, however the admins who take care of the Exchange box can't/won't enable either IMAP or POP3. It does have the web interface enabled though. Is there anyway I can use the OWA access to get the mail similar to the way Evolution works with Exchange to pull the mail into OTRS? Bryan

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Hello! My first installation, need some help for configuration!
by Riccardo Michele Filippone 10 Feb '09

10 Feb '09

Hello, this is my first 3d in this ML, first of all sorry for my terrible english. I need a TTS (trouble ticket system) with these features: - Automatic creation of ticket from email (customer send and email and otrs take it and do a ticket) - Automatic assignment of ticket based on mail-sender (if a mail come from Customer1 so assign to SupporterA if mail come from User2 assign to SupporterB etc etc) (for incoming email I use gmail (pop3) support(a)mycompany.com (provide from gmail.com) for outgoing email I use netsons.com) I did some search and I think otrs2 can do it... but I don't find any tutorial for configuration... (how to setup gmail pop3 for example, or how I can setup outgoing server mail.netsons.com, how I can do rules of email routing?) can someone give me help? I install it with apt system. Operating system: ubuntu server 8.04.2 (apache2, mysql5, phpmyadmin, lipapache2-mod-perl2-dev, libapache2-mod- php5) Thanks a lot, I hope in your help :-) and sorry again for my english.

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Changing "Type" and "Priority" from an open ticket
by bis 10 Feb '09

10 Feb '09

Hello I am trying to add the dropdown menus for "Type" and "Priority" on the "AgentTicketPriority.dtl" template to the "AgentTicketZoom.dtl" template. This would mean that, instead of having to click "Amend" from an open ticket before submitting a form which then changes the type or priority, we could change the ticket or priority directly from an open ticket. I have tried copying the following code  <tr> <td colspan="2" class="contentkey">$Text{"Type"}:</td> <td class="contentvalue">$Data{"TypeStrg"}</td> </tr>  and  <tr> <td colspan="2" class="contentkey">$Text{"Priority"}:</td> <td class="contentvalue">$Data{"PriorityStrg"}</td> </tr>  to the "AgentTicketZoom.dtl" template but that doesn't seem to do the trick. Can anyone give me some directions on how to proceed? Thanks a lot Bis

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Re: [otrs] Latching onto Exchange
by Sune T. Tougaard 10 Feb '09

10 Feb '09

Just a quick note, that may or may not help you convince them. The pop3/imap access can be enabled on a per mailbox basis. It need not be enabled on all mailboxes. Furthermore, it can be restricted from what hosts connections can be made. I guess you/they already know that, but still... -- /Sune _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bryan R. James Sent: 10. februar 2009 00:17 To: otrs(a)otrs.org Subject: Re: [otrs] Latching onto Exchange Pop3/IMAP are blocked by a perceived need for security (I don't have any control over the servers and thus it's out of my hands....) From: Andy Billington <billington.andy(a)googlemail.com> Subject: Re: [otrs] Latching onto Exchange To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <fad1ce8b0902091314l285800f1wce9e66ea81d21e91(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 As a matter of interest what's their reason for barring (normal) access to the email server? Andy On 09/02/2009, Bryan R. James <Bryan.James(a)kaplan.com> wrote: > I'm new to the OTRS list, but google-fu failed me so please forgive me > if I missed this in my searching. > > > > I've got OTRS setup on a Ubuntu 8.10 server I'd like it to be able to > pull e-mails from our Exchange server, however the admins who take > care of the Exchange box can't/won't enable either IMAP or POP3. It > does have the web interface enabled though. Is there anyway I can use > the OWA access to get the mail similar to the way Evolution works with > Exchange to pull the mail into OTRS? > > > > Bryan > > -- Sent from my mobile device

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