March 2009 - otrs - OTRS mailing lists

Using fetchmail?
by Mike Dent 25 Mar '09

25 Mar '09

Hi, I recently moved my email to google mail apps. That's all fine but I did not remember that google mail only does SSL POP3 and IMAP. So the standard PostMasterPOP3 will not work. I am using OTRS 2.2.6. So I took the following steps. 1) Installed fetchmail 2) edited the .fetchmailrc in /opt/orts to suit my account 3) Uncommented the fetchmail line in /opt/otrs/var/cron 4) Ran '/opt/otrs/bin/Cron.sh start otrs' to put the crontab file in place. Have I missed anything? Do I need to configure anything in OTRS to tell it I am using fetchmail? I am seeing these crond[16829]: (otrs) CMD (/usr/bin/fetchmail -a --ssl >> /dev/null) every 5 mins in the cron log file but no mail seems to be making it to OTRS. Is there any extra logging I can see? Many thanks Mike

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Replay text
by A W 25 Mar '09

25 Mar '09

Hope that anyone can help me. When I replaying to a message my text is on the BUTTOM of the email. I want the replay text to be on TOP of the email. How do I change this?

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TIP: Agent Ticket Search Button
by Frans Stekelenburg 25 Mar '09

25 Mar '09

Hi, I am not sure if this already is up for a coming version, but since I was a bit fed up having to scroll down to submit a search (and by mistake used the template search button, getting zero results), I made this tiny little fix. Maybe usefull for others as well, hence the share: # PUT 'Search' Submit button also on top of selection field table diff AgentTicketSearch.dtl AgentTicketSearch.dtl.org 58,60c58 <  < <td class="contenthead">$Config{"Ticket::Hook"} $Text{"and"} $Text{"CustomerID"}</td> < <td class="contenthead" align=right><input class="button" accesskey="g" type="submit" value="$Text{"Search"}"/></td> --- > <td colspan="2" class="contenthead">$Config{"Ticket::Hook"} $Text{"and"} $Text{"CustomerID"}</td> Of course I used/copied the original AgentTicketSearch.dtl from /opt/otrs/Kernel/Output/HTML/Standard To: /opt/otrs/Kernel/Output/HTML/Custom We use the "Custom" theme as standard. gr, Frans

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Problem About LDAP Integration
by Selçuk Han AYDIN 25 Mar '09

25 Mar '09

Dear Friends, I have installed OTRS on OpenSUSE Linux distro. I have tried to performe auth via LDAP. I have configured the "Config.pm" file. The system "/var/log/messages" files gives the following message: Mar 17 10:49:27 marine OTRS-CGI-10[4687]: [Notice][Kernel::System::Auth::LDAP::Auth] User: saydin (uid=saydin,ou=### <Deleted for security> ###) authentication ok (REMOTE_ADDR: ::1). Mar 17 10:49:28 marine OTRS-CGI-10[4687]: [Notice][Kernel::System::User::GetUserData] Panic! No UserData for user: 'saydin'!!! As understood from the message and from the documents about "Panic! No UserData", I should configure "Config.pm" similar to following way. ############################# $Self->{UserSyncLDAPGroups} = [ 'users', ]; $Self->{UserSyncLDAPMap} = { # DB -> LDAP id => 'uidNumber', login => 'uid', first_name => 'cn', last_name => 'gecos', valid_id => 'uidNumber', }; ################# Our LDAP DB information for me as follows; dn: uid=saydin,ou= <Deleted for security> uid: saydin cn: selcuk han aydin objectClass: account objectClass: posixAccount objectClass: top objectClass: shadowAccount loginRShell: /bin/rbash homeRDirectory: /home/user shadowLastChange: 6445 loginShell: /bin/bash uidNumber: 17332 gidNumber: 10044 homeDirectory: /home502/saydin gecos: selcuk han aydin major: bidb minor: adm type: 1 Would you please help me how configure "Congif.pm" for the correct mapping. Best regards, -selcuk-

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NagiosAcknowledge.pm issues
by fevin Kagen 25 Mar '09

25 Mar '09

I am trying to get NagiosAcknowledge.pm working, but I am running into a few issues. The http acknowledge url I am using in otrs is > http://xxx.xxx.xxx.xxx/nagios/cgi-bin/cmd.cgi?cmd_typ=<CMD_TYP>&cmd_mod=2&host=<HOST_NAME>&service=<SERVICE_NAME>&sticky_ack=on&send_notification=on&persistent=on&com_data=<TicketNumber>&btnSubmit=Commit<http://xxx.xxx.xxx.xxx/nagios/cgi-bin/cmd.cgi?cmd_typ=%3cCMD_TYP%3e&cmd_mod…> The only change I made was the IP address. When the script is called from otrs, the following is logged in the var/log/httpd/access.log on the nagios box > xxx.xxx.xxx.xxx - nagiosadmin [24/Mar/2009:10:15:36 -0400] "GET /nagios/cgi-bin/cmd.cgi?cmd_typ=%3CCMD_TYP%3E&cmd_mod=2&host=host_name%0D&service=PING%0D&sticky_ack=on&send_notification=on&persistent=on&com_data=%3CTicketNumber%3E&btnSubmit=Commit HTTP/1.1" 200 1131 "-" "libwww-perl/5.816" The issue is with the variables. The <HOST_NAME> and <SERVICE_NAME> are both followed by a "%0D". The Ticket number is also not correct in this example although it has worked in other tests. This is obviously confusing nagios and causing the acknowledgement process to fail. When I manually fill in the variables > http://xxx.xxx.xxx.xxx/nagios/cgi-bin/cmd.cgi?cmd_typ=34&cmd_mod=2&host=hos… and paste it into a web browser, it works great. The following (correct entry) is logged in the /var/log/httpd/access.log xxx.xxx.xxx.xxx - nagiosadmin [24/Mar/2009:00:32:04 -0400] "GET /nagios/cgi-bin/cmd.cgi?cmd_typ=34&cmd_mod=2&host=host_name&service=PING&sticky_ack=on&send_notification=on&persistent=on&com_data=2008032414208038&btnSubmit=Commit HTTP/1.1" 200 1307 "-" "libwww-perl/5.816" and the acknowledgment is successfully processed by nagios. I had some customizations in my nagios emails and I was using postfix as opposed to sendmail. I reverted back to the standard notification commands as well as to using sendmail for sending without any change. I am running Fedora Core 9 on both machines and I'm out of ideas? Thanks in advance for any assistance you may be able to offer- fevin

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Multiple instances SystemMonitoring
by Anders Schjelderup Lyng 24 Mar '09

24 Mar '09

Hi! I use SystemMonitoring with Nagios and it works like a charm. Now I want to use it with one of mye other systenms as well, but I cant seem to find a way to define a new instance of PostMaster::PreFilterModule###1-SystemMonitoring Anders S. Lyng

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Predefined responses on bulk action
by Lic. Federico G. Stilman 24 Mar '09

24 Mar '09

Dear folks, 1) For a long time I have been looking for a way to send one of the predefined responses to -for example- send the same response to a group of selected tickets. I've never found the way. Is this possible? 2) The same for the new Ticket-Email operation: is it possible to use a predefined response when creating a new email-ticket ? It would be great having the list of responses like we have them when answering to an already extisting article. Regards, Federico G. Stilman

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Resending emails
by Hiren Joshi 24 Mar '09

24 Mar '09

Is there a way to scan through the articles table and resend all emails sent by an agent after a certain date? Thanks, Josh.

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Regarding Bcc Field in Otrs
by sumeet jain 24 Mar '09

24 Mar '09

Hello, I just went through table structure and got to know that Bcc fields ID are not stored in database. I was wondering why is this field skipped? I would like to know the reason since even search doesnt has Bcc field and in ticket view too Bcc id's are not displayed. I want to know the reason behind this thing. Regards, Sumeet Jain

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Re: [otrs] Include HTML signature in mail
by Marco Vannini 23 Mar '09

23 Mar '09

http://www.mail-archive.com/otrs@otrs.org/msg24503.html On Mon, Mar 23, 2009 at 11:50 AM, Fabien Acher <fabien.acher(a)fft.be> wrote: > Hello, > > > > I’m wondering if there is any way to include an HTML formatted signature in > e-mails sent from OTRS. > > > > Thank you for your answer > > > > Best regards > > > > Fabien > > ____________________________________ > > Fabien ACHER > Project and support engineer > > Free Field Technologies > BELGIUM > > > > > > --------------------------------------------------------------------- > 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/ >

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