March 2009 - otrs - OTRS mailing lists

a few compliments, questions, suggestions, from a big fan, chime in
by support＠sjobeck.com 09 Mar '09

09 Mar '09

Hello, all, First, thanks for the wonderful OTRS software. We like it a lot. Second, I am curious about a few things that we have mis-configured in our installation, that maybe some can point me in the right direction. __ One is that we are importing email in to an email address & then in to a queue for addresses like hostmaster & postmaster & those are not real people (just "roles" people play) and OTRS updates every single email (of which there are A LOT of mails) with an update for every single change, owner, status, priority, state, and it is a tremendous amount of mail from OTRS back to that mailbox. Often, these cause loops, and the few people who are in this queue are instantly buried in mail. Can we somehow have all the auto-responses still sent to all our clients (which we need & like very much) but not have any auto-responses sent back to hostmaster & postmaster & etc? __ I saw mention of AJAX some where in the NEWS section of the OTRS site but did not know what that referred to. Is the GUI being re-written? Or am I just missing something or some page or portion of the package that is already in AJAX? __ we have some sluggishness in our installation. I am trying to narrow down where it is coming from. Does any one out there have suggestion or a recipe or cookbook for how to tune & tweak this thing in to one lean mean machine? My people would be soooooo happy. __ Does any one out there have a recipe or cookbook on how to secure OTRS. We run a very locked-down webserver & would like to lock-down OTRS as much as possible as well. For just one example, are there those of you who have .htaccess files in place, or use mod_security, or other examples anything like that. We actually do use mod_security (with good results) but it was preventing OTRS from running properly so I had to temporarily disable it for the site. I do want to go back & enable it thogh soon. Third, a couple suggestions for the software to make it *even* better. When you close a ticket, the page changes & shows the close ticket page, but this page does not have the "subject line" & this makes it very hard to tell what notes to put in to that ticket, since you dont know what that ticket is about. The way this presents itself to me is that I open a new tab (in my web browser) to close about 6 tickets at a time, and I go through each tab, in order, until I hit the last one, then close all those tabs, and I'm back at the start again, works great. As a follow-on to the ability to show the SUBJECT on the close ticket page, it would be great to have the same small but important improvement on the BULK ACTION page, as well, since I sometimes close 6 tickets at once from that page, and it would help al of us greatly to be able to see the SUBJECT of those 6 tickets when bulk closing them. Thank you all very much! Jason Sjöbeck Sjobeck Integration Professionals® +1.503.283.7779 +1.877.283.7779 sip://jason@sjobeck.com xmpp://jason@sjobeck.com

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Read-only company tickets
by Rodrigo Borges Pereira 06 Mar '09

06 Mar '09

Hello, I want that a specific customer account can access the customer frontend but with the following restrictions: - he can't be able to create/update any ticket - he can be able to view tickets created under the customer.id (company tickets), but not update any of them This allows me to have a customer account that is only used to see some other customer account tickets, but as read-only. Any suggestions on achieving this? TIA.

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Customer company
by Tony Evans 06 Mar '09

06 Mar '09

New to this system so still finding my way around it, I would like my agents to be able to open up a customer company as well as a customer user, without having to have admin access. Is it possible and How? thanks -- *Tony Evans* */Essential Enterprise Solutions Inc Tel 727 938 3374 Cell 727 480 7813 /*

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ACL FreeFields on type and/or Queue
by Frans Stekelenburg 06 Mar '09

06 Mar '09

Hi, Has anybody an ACL in place that shows certain TicketFreeTexts/Keys (or hide them) when a Ticket is either of a certain Type (say Change), and/or Queue? Some freefields have no purpose in certain conditions and I want them do be hidden in such case. KR, Frans

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Issues with otrs 2.3.4 and Customer LDAP Auth
by Jeremy Adams 06 Mar '09

06 Mar '09

Hi and greetings for the The Great State of Texas, Much like many of the users here, I too am new to otrs. I have successfully setup otrs 2.3.4 on openSuSE 10.3. I have successfully setup Agents via DB back end and have not issues with Agents. My issues come when I setup Customer Authentication using LDAP. All changes have been made in SysConfig. No edits have been done to Config.pl - at least edits that worked. Again Config.pm is standard. Currently users who exist in LDAP receive the following when attempting authentication through customer.pl: Panic! No UserData!!! But the System Log states that "CustomerUser:[username} (CN=[username]...) authentication ok... I have tried using scrips from the list and from Defaults.pm but still receive the same error. With all that said, I have created a Customer user in the DB with ONLY First Name, Last Name, and Email address. This user authenticates and loads the ticket page. So I guess there is some issue migrating user data into the DB. How is this done? Below i have attached the WHOLE of the Config.pm file. but keep in mind that this issue persists with or with out the additions to Config.pm Below is the output of the otrs.checkModules script and the contents of Config.pm cvcticketsys:/ # ./opt/otrs/bin/otrs.checkModules o CGI............................ok (v3.15) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.58) o DBD::mysql.....................ok (v4.005) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.036) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.65) o Net::POP3......................ok (v2.28) o Net::POP3::SSLWrapper.......ok (v0.02) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.11) o Net::LDAP......................ok (v0.39) o GD.............................ok (v2.35) o GD::Text....................ok (v0.85) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1) o PDF::API2......................not installed! (not required / for PDF required!) o Compress::Zlib..............ok (v2.005) o XML::Parser....................ok (v2.34) Config.pm contents $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 'xxxx'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{DatabaseHost};"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; $Self->{'CheckMXRecord'} = 1; # customer uniq id CustomerKey => 'uid', # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # show now own tickets in customer panel, CompanyTickets CustomerUserExcludePrimaryCustomerID => 0, # add a ldap filter for valid users (expert setting) # CustomerUserValidFilter => '(!(description=gesperrt))', # # admin can't change customer preferences AdminSetPreferences => 0, #added as a test from another script # $Self->{UserSyncLDAPMap} = { # # DB -> LDAP # UserFirstname => 'givenname', #3 UserLastname => 'sn', # UserEmail => 'mail', # }; #$Self->{DatabaseUserTable} = 'users'; # $Self->{DatabaseUserTableUserID} = 'id'; # $Self->{DatabaseUserTableUserPW} = 'pw'; # $Self->{DatabaseUserTableUser} = 'login'; # } #end test add Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'name', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; # ---------------------------------------------------- # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'Cedar Valley College'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'cvcticketsys.cvc.educ.dcccd.edu'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'AdminEmail'} = 'jeremyadams(a)dcccd.edu'; $Self->{'DefaultCharset'} = 'utf-8'; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # #} use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.20 $)[1]; # -----------------------------------------------------# 1; Thanks for any and all assistance, Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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Re: [otrs] Questions regarding access to imap PostMaster Mail Account
by francesco.simonini＠sesaspa.it 06 Mar '09

06 Mar '09

Hi Jeremy, this is my solution for the pop protocol. Try to modify your imap.pm like this (I don't know if imap protocol is so similar than pop protocol): http://www.mail-archive.com/otrs@otrs.org/msg24483.html Bye. Francesco Simonini. ----- Original Message ----- Da : "Jeremy Adams" <jeremyadams(a)dcccd.edu> A : <otrs(a)otrs.org> Oggetto : [otrs] Questions regarding access to imap PostMaster Mail Account Data : Thu, 05 Mar 2009 12:48:22 -0600 > I have setup the PostMaster Mail Account in system > administration and can get the system to pull ALL messages > from the imap account. Is there a way to have the system > mark the messages as read and leave them on the server or > is there a way to have the system check for messages in a > specific folder only (as opposed to the INBOX)? The > rational behind the second folder would be a rule to > duplicate the message and allow otrs to gen the ticket > while still retaining a copy of the email for tracking > purposes. > > Ultimately we would like to keep the messages on the > server, either in an read state or as a copy located in > another folder under the account. > > below you should find the code for the IMAP.pm that i have > changed (noted in color below) to leave the messages in > the box, but the next time the account it ran it pulls the > read and unread messages resulting in multiple tickets. > > > <<<<<<<<begin IMAP.pm>>>>>>>>>>>>>>> > # -- > # Kernel/System/MailAccount/IMAP.pm - lib for imap > accounts # Copyright (C) 2001-2008 OTRS AG, > http://otrs.org/ # -- > # $Id: IMAP.pm,v 1.5 2008/07/21 11:28:27 mh Exp $ > # -- > # This software comes with ABSOLUTELY NO WARRANTY. For > details, see # the enclosed file COPYING for license > information (GPL). If you # did not receive this file, see > http://www.gnu.org/licenses/gpl-2.0.txt. # -- > > package Kernel::System::MailAccount::IMAP; > > use strict; > use warnings; > use Net::IMAP::Simple; > use Kernel::System::PostMaster; > > use vars qw($VERSION); > $VERSION = qw($Revision: 1.5 $) [1]; > > sub new { > my ( $Type, %Param ) = @_; > > # allocate new hash for object > my $Self = {%Param}; > bless( $Self, $Type ); > > # check all needed objects > for (qw(DBObject LogObject ConfigObject TimeObject > MainObject)) { > die "Got no $_" if !$Self->{$_}; > } > > return $Self; > } > > sub Fetch { > my ( $Self, %Param ) = @_; > > # check needed stuff > for (qw(Login Password Host Trusted QueueID)) { > if ( !defined $Param{$_} ) { > $Self->{LogObject}->Log( Priority => 'error', > Message => "$_ not defined!" ); > return; > } > } > for (qw(Login Password Host)) { > if ( !$Param{$_} ) { > $Self->{LogObject}->Log( Priority => 'error', > Message => "Need $_!" ); > return; > } > } > > my $Debug = $Param{Debug} || 0; > my $Limit = $Param{Limit} || 5000; > my $CMD = $Param{CMD} || 0; > > # MaxEmailSize > my $MaxEmailSize = > $Self->{ConfigObject}->Get('PostMasterMaxEmailSize') || > 1024 * 6; > > # MaxPopEmailSession > my $MaxPopEmailSession = > $Self->{ConfigObject}->Get('PostMasterReconnectMessage') > || 20; > > my $Timeout = 60; > my $FetchCounter = 0; > my $Reconnect = 0; > my $AuthType = 'IMAP'; > > # connect to host > my $IMAPObject = Net::IMAP::Simple->new( $Param{Host}, > timeout => $Timeout, debug => $Debug ); > if ( !$IMAPObject ) { > $Self->{LogObject}->Log( > Priority => 'error', > Message => "$AuthType: Can't connect to > $Param{Host}", > ); > return; > } > > # authentcation > my $Auth = $IMAPObject->login( $Param{Login}, > $Param{Password} ); > if ( !defined $Auth ) { > $IMAPObject->quit(); > $Self->{LogObject}->Log( > Priority => 'error', > Message => "$AuthType: Auth for user > $Param{Login}/$Param{Host} failed!", > ); > return; > } > my $NOM = $IMAPObject->select('INBOX') || 0; > > # fetch messages > if ( $NOM > 0 ) { > for ( my $Messageno = 1; $Messageno <= $NOM; > $Messageno++ ) { > > # check if reconnect is needed > if ( ( $FetchCounter + 1 ) > > $MaxPopEmailSession ) { > $Reconnect = 1; > if ($CMD) { > print "$AuthType: Reconnect Session > after $MaxPopEmailSession messages...\n"; > } > last; > } > if ($CMD) { > print "$AuthType: Message $Messageno/$NOM > ($Param{Login}/$Param{Host})\n"; > } > > # check message size > my $MessageSize = int( > $IMAPObject->list($Messageno) / 1024 ); > if ( $MessageSize > $MaxEmailSize ) { > $Self->{LogObject}->Log( > Priority => 'error', > Message => > "$AuthType: Can't fetch email $NOM > from $Param{Login}/$Param{Host}. Email to " > . "big ($MessageSize KB - max > $MaxEmailSize KB)!", > ); > } > else { > > # safety protection > $FetchCounter++; > if ( $FetchCounter > 10 && $FetchCounter < > 25 ) { > if ($CMD) { > print > "$AuthType: Safety protection > waiting 2 second till processing next mail...\n"; > } > sleep 2; > } > elsif ( $FetchCounter > 25 ) { > if ($CMD) { > print > "$AuthType: Safety protection > waiting 3 seconds till processing next mail...\n"; > } > sleep 3; > } > > # get message (header and body) > my $Lines = > $IMAPObject->get($Messageno); > my $PostMasterObject = > Kernel::System::PostMaster->new( > %{$Self}, > Email => $Lines, > Trusted => $Param{Trusted} || 0, > Debug => $Debug, > ); > my @Return = $PostMasterObject->Run( > QueueID => $Param{QueueID} || 0 ); > if ( !$Return[0] ) { > my $Lines = > $IMAPObject->get($Messageno); > my $File = $Self->_ProcessFailed( > Email => $Lines ); > $Self->{LogObject}->Log( > Priority => 'error', > Message => "$AuthType: Can't > process mail, see log sub system (" > . "$File, report it on > http://bugs.otrs.org/)", > ); > } > undef $PostMasterObject; > > # mark email to delete if it got processed > # the next line in this script was commeted out so that > the scrip will #leave read messgaes in the inbox of the > IMAP account after the scrip #scrapes the mail account > > # $IMAPObject->delete($Messageno); > > # check limit > $Self->{Limit}++; > if ( $Self->{Limit} >= $Limit ) { > $Reconnect = 0; > last; > } > } > if ($CMD) { > print "\n"; > } > } > } > else { > if ($CMD) { > print "$AuthType: No messages > ($Param{Login}/$Param{Host})\n"; > } > } > > # log status > if ( $Debug > 0 || $FetchCounter ) { > $Self->{LogObject}->Log( > Priority => 'notice', > Message => "$AuthType: Fetched $FetchCounter > email(s) from $Param{Login}/$Param{Host}.", > ); > } > $IMAPObject->expunge_mailbox('INBOX'); > $IMAPObject->quit(); > if ($CMD) { > print "$AuthType: Connection to $Param{Host} > closed.\n\n"; > } > > # fetch again if still messages on the account > if ($Reconnect) { > $Self->Fetch(%Param); > } > return 1; > } > > sub _ProcessFailed { > my ( $Self, %Param ) = @_; > > # check needed stuff > for (qw(Email)) { > if ( !defined $Param{$_} ) { > $Self->{LogObject}->Log( Priority => 'error', > Message => "$_ not defined!" ); > return; > } > } > > # get content of email > my $Content; > for my $Line ( @{ $Param{Email} } ) { > $Content .= $Line; > } > > my $Home = $Self->{ConfigObject}->Get('Home') . > '/var/spool/'; > my $MD5 = $Self->{MainObject}->MD5sum( > String => \$Content, > ); > my $Location = $Home . 'problem-email-' . $MD5; > > return $Self->{MainObject}->FileWrite( > Location => $Location, > Content => \$Content, > Mode => 'binmode', > Type => 'Local', > Permission => '644', > ); > } > > 1; > > > > <<<<<<<<end IMAP.pm>>>>>>>>>>>>>>> > > > > Jeremy Adams > PC Support Specialist I > Cedar Valley College > 972.860.8086 > > > > > > ---------------------------------------------------------- > ----------- OTRS mailing list: otrs - Webpage: > http://otrs.org/ Archive: > http://lists.otrs.org/pipermail/otrs To unsubscribe: > http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ Francesco Simonini Consultant S.E.S.A. S.p.A. Software E Sistemi Avanzati 20131 Milano Italy Via Teodosio, 65 Tel. +39 02 4547 6444 Fax. +39 02 4547 6475 Mobile: +39 348 7411960 E-mail: francesco.simonini(a)sesaspa.it Web: http://www.sesaspa.it ------------------------------------------------------------------------------- This message is for the designated recipient only and may contain privileged or confidential information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email is prohibited. -------------------------------------------------------------------------------

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Queue Selection in Customer Search
by Marco Vannini 06 Mar '09

06 Mar '09

Hi all, It is possible to let customer have Queue selection in their search panel ? Tx MV

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Ticket escalation notification
by Stefan Tanner 06 Mar '09

06 Mar '09

Hello I have a problem with the escalation notifications. If a tickets escalats, every user of the queue gets every 30 minutes a notification, that the ticket escalated. I would like to configure that only the responsable agent gets ONE notification and not every 30 min. How is that possible? FYI: This is also a bit confusing for me: I tried to set the state of the ticket to pending reminder, but it still escalates... PLEASE help! ;-) Thx! Greets Stefan Tanner

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Questions regarding access to imap PostMaster Mail Account
by Jeremy Adams 05 Mar '09

05 Mar '09

I have setup the PostMaster Mail Account in system administration and can get the system to pull ALL messages from the imap account. Is there a way to have the system mark the messages as read and leave them on the server or is there a way to have the system check for messages in a specific folder only (as opposed to the INBOX)? The rational behind the second folder would be a rule to duplicate the message and allow otrs to gen the ticket while still retaining a copy of the email for tracking purposes. Ultimately we would like to keep the messages on the server, either in an read state or as a copy located in another folder under the account. below you should find the code for the IMAP.pm that i have changed (noted in color below) to leave the messages in the box, but the next time the account it ran it pulls the read and unread messages resulting in multiple tickets. <<<<<<<<begin IMAP.pm>>>>>>>>>>>>>>> # -- # Kernel/System/MailAccount/IMAP.pm - lib for imap accounts # Copyright (C) 2001-2008 OTRS AG, http://otrs.org/ # -- # $Id: IMAP.pm,v 1.5 2008/07/21 11:28:27 mh Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl-2.0.txt. # -- package Kernel::System::MailAccount::IMAP; use strict; use warnings; use Net::IMAP::Simple; use Kernel::System::PostMaster; use vars qw($VERSION); $VERSION = qw($Revision: 1.5 $) [1]; sub new { my ( $Type, %Param ) = @_; # allocate new hash for object my $Self = {%Param}; bless( $Self, $Type ); # check all needed objects for (qw(DBObject LogObject ConfigObject TimeObject MainObject)) { die "Got no $_" if !$Self->{$_}; } return $Self; } sub Fetch { my ( $Self, %Param ) = @_; # check needed stuff for (qw(Login Password Host Trusted QueueID)) { if ( !defined $Param{$_} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "$_ not defined!" ); return; } } for (qw(Login Password Host)) { if ( !$Param{$_} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" ); return; } } my $Debug = $Param{Debug} || 0; my $Limit = $Param{Limit} || 5000; my $CMD = $Param{CMD} || 0; # MaxEmailSize my $MaxEmailSize = $Self->{ConfigObject}->Get('PostMasterMaxEmailSize') || 1024 * 6; # MaxPopEmailSession my $MaxPopEmailSession = $Self->{ConfigObject}->Get('PostMasterReconnectMessage') || 20; my $Timeout = 60; my $FetchCounter = 0; my $Reconnect = 0; my $AuthType = 'IMAP'; # connect to host my $IMAPObject = Net::IMAP::Simple->new( $Param{Host}, timeout => $Timeout, debug => $Debug ); if ( !$IMAPObject ) { $Self->{LogObject}->Log( Priority => 'error', Message => "$AuthType: Can't connect to $Param{Host}", ); return; } # authentcation my $Auth = $IMAPObject->login( $Param{Login}, $Param{Password} ); if ( !defined $Auth ) { $IMAPObject->quit(); $Self->{LogObject}->Log( Priority => 'error', Message => "$AuthType: Auth for user $Param{Login}/$Param{Host} failed!", ); return; } my $NOM = $IMAPObject->select('INBOX') || 0; # fetch messages if ( $NOM > 0 ) { for ( my $Messageno = 1; $Messageno <= $NOM; $Messageno++ ) { # check if reconnect is needed if ( ( $FetchCounter + 1 ) > $MaxPopEmailSession ) { $Reconnect = 1; if ($CMD) { print "$AuthType: Reconnect Session after $MaxPopEmailSession messages...\n"; } last; } if ($CMD) { print "$AuthType: Message $Messageno/$NOM ($Param{Login}/$Param{Host})\n"; } # check message size my $MessageSize = int( $IMAPObject->list($Messageno) / 1024 ); if ( $MessageSize > $MaxEmailSize ) { $Self->{LogObject}->Log( Priority => 'error', Message => "$AuthType: Can't fetch email $NOM from $Param{Login}/$Param{Host}. Email to " . "big ($MessageSize KB - max $MaxEmailSize KB)!", ); } else { # safety protection $FetchCounter++; if ( $FetchCounter > 10 && $FetchCounter < 25 ) { if ($CMD) { print "$AuthType: Safety protection waiting 2 second till processing next mail...\n"; } sleep 2; } elsif ( $FetchCounter > 25 ) { if ($CMD) { print "$AuthType: Safety protection waiting 3 seconds till processing next mail...\n"; } sleep 3; } # get message (header and body) my $Lines = $IMAPObject->get($Messageno); my $PostMasterObject = Kernel::System::PostMaster->new( %{$Self}, Email => $Lines, Trusted => $Param{Trusted} || 0, Debug => $Debug, ); my @Return = $PostMasterObject->Run( QueueID => $Param{QueueID} || 0 ); if ( !$Return[0] ) { my $Lines = $IMAPObject->get($Messageno); my $File = $Self->_ProcessFailed( Email => $Lines ); $Self->{LogObject}->Log( Priority => 'error', Message => "$AuthType: Can't process mail, see log sub system (" . "$File, report it on http://bugs.otrs.org/)", ); } undef $PostMasterObject; # mark email to delete if it got processed # the next line in this script was commeted out so that the scrip will #leave read messgaes in the inbox of the IMAP account after the scrip #scrapes the mail account # $IMAPObject->delete($Messageno); # check limit $Self->{Limit}++; if ( $Self->{Limit} >= $Limit ) { $Reconnect = 0; last; } } if ($CMD) { print "\n"; } } } else { if ($CMD) { print "$AuthType: No messages ($Param{Login}/$Param{Host})\n"; } } # log status if ( $Debug > 0 || $FetchCounter ) { $Self->{LogObject}->Log( Priority => 'notice', Message => "$AuthType: Fetched $FetchCounter email(s) from $Param{Login}/$Param{Host}.", ); } $IMAPObject->expunge_mailbox('INBOX'); $IMAPObject->quit(); if ($CMD) { print "$AuthType: Connection to $Param{Host} closed.\n\n"; } # fetch again if still messages on the account if ($Reconnect) { $Self->Fetch(%Param); } return 1; } sub _ProcessFailed { my ( $Self, %Param ) = @_; # check needed stuff for (qw(Email)) { if ( !defined $Param{$_} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "$_ not defined!" ); return; } } # get content of email my $Content; for my $Line ( @{ $Param{Email} } ) { $Content .= $Line; } my $Home = $Self->{ConfigObject}->Get('Home') . '/var/spool/'; my $MD5 = $Self->{MainObject}->MD5sum( String => \$Content, ); my $Location = $Home . 'problem-email-' . $MD5; return $Self->{MainObject}->FileWrite( Location => $Location, Content => \$Content, Mode => 'binmode', Type => 'Local', Permission => '644', ); } 1; <<<<<<<<end IMAP.pm>>>>>>>>>>>>>>> Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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Customer view clarification
by Caspar Kennerdale 05 Mar '09

05 Mar '09

Hello I have 2 questions I would like clarified please in the customer view 1) When I click My tickets do I see the tickets that have raisied via this customr.pl screen - or do I see all tickets where the owner is assigned to me? 2) When I click Company tickets do I see all tickets that are assign to the same customer ID? Caspar Kennerdale ------------------------------------------------------------------------------------------ This email is from Centaur Media plc. 50 Poland Street, LONDON. W1F 7AX, Registered in England & Wales No. 4948078. The email and any attachments are confidential and may contain privileged information, and are intended for the named addressee(s) only. If you are not the intended recipient, please notify us immediately and do not disclose, distribute, or retain this email or any part of it. While we have checked this e-mail and any attachments for viruses, we do not warrant that they are virus-free. You must therefore take full responsibility for virus checking. Centaur Media plc. and its subsidiaries reserve the right to monitor all email communications through their networks in line with the Lawful Business Practice Regulations, 2000.

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