June 2009 - otrs - OTRS mailing lists

receive mail problems
by fatemeh hassani 28 Jun '09

28 Jun '09

Hello every body I had problem with post master mail account in otrs 2.3.3 recently and I can't receive my email in otrs queue(however I can send email with otrs). now I install otrs 2.3.4 win 32, I install it in my windows 2003 server. I use kerio mail server and create a domain (mydomain) and 2 users (admin,hassani) I run my otrs system as admin and click on admin button and then sysconfig in core window I set "AdminEmail" element with "admin@mydomain" but when I submit the page it doesn't change my "AdminEmail" with my email address and it has it's default address. And in my log file I don't receive any messages. and so when I want to add new user and set user EmailAddress element with hassani(a)mydomain.com I receive 2 errors in my log file: [Kernel::System::CheckItem::CheckEmail][161] DNS problem: Unknown error [Kernel::System::User::UserAdd][263] Email address (hassani(a)mydomain.com) not valid (invalid hassani(a)mydomain.com (DNS problem: Unknown error)! )! but when in sysconfig core window I set "CheckMXRecord" element with "No" then I can add my user with hassani(a)mydomain.com and don't receive any error. and other question: what is "FQDN","CheckMXRecord","CheckMXRecord::Nameserver" elements in core window and if I use mail server on my local system, with what value I must set these elements? Thanks.

1 0

OTRS Search Issue
by sumeet jain 27 Jun '09

27 Jun '09

Hello, I have a very typical issue. The OTRS Search works for all things except Closetime Parameter. If i use that , then it shows no results. And once i use that after which if i try to search using Create Time, that too doesnt work which otherwise was working earlier . However, in any case Closetime is not working. OTRS version 2.3.1 Pls let me know is it a bug in OTRS? or what wrong?

1 0

Installation path
by sumeet jain 27 Jun '09

27 Jun '09

Does OTRS needs to be installed at /opt/otrs/ Only?

7 9

FAQ articles not visible for customers
by Linda Lewis 25 Jun '09

25 Jun '09

We are just beginning with OTRS. We have created some FAQ articles and have them set to the public (all) state. When we log into the customer interface, the FAQ categories and article counts show up but we can't see the articles. Nothing shows up when we search. Nothing shows up under latest created article, latest changed article, or top 10 articles. They all show up in the agent interface. Changing the articles to external (customer) didn't help either. If anyone has any ideas on how we can get them to show up, it would be very helpful. TIA. Linda Lewis

2 2

conditional events in otrs
by J 25 Jun '09

25 Jun '09

Is there any way (or addin module) to simply handle conditional events in OTRS. For example. If a ticket has: 1. a response required of "priority = 'A 0-15min" then forward to urgentescalations(a)companyxyz.com 2. a response required of "priority = 'A 0-15min" then change queue to "EscalationsTeam" or 3. "Queue = 'Critical_Outage'" then forward to mobilephonenumber(a)smsservice.com Thanks and regards J

3 3

how do you unmerge merged tickets?
by Rodney McDuff 25 Jun '09

25 Jun '09

2 1

add the note in customers notification on state update
by samuel THOMAS 25 Jun '09

25 Jun '09

Hi, I want to show the note in the mail notification to the customers when the status change. I know <OTRS_CUSTOMER_Body> but it send the last customer note, what is to send the note of the ticket when a ticket change os status ? Thank you, Samuel.

1 0

more than 6000 closed tickets
by Leonardo Certuche 25 Jun '09

25 Jun '09

Hi there, Here's a question for the ones with large implementations of OTRS. One of the environments I take care of have reached the 6000 closed tickets. Unfortunately OTRS won't show them all -only the 6000 newest. I was doing my homework and the research only led me to the following user's manual entry http://doc.otrs.org/2.4/en/html/c2632.html in which they talk about performance but they won't mention anything about not showing old tickets after the 6000 limit is reached. Has anyone faced this same situation? Any help is much appreciated! Greetings, Leonardo Certuche

2 3

otrs 2.3.4 : .xml and .pm config files mix up cronjobs
by Joel HATSCH 24 Jun '09

24 Jun '09

hello *, from the documentation it turns out otrs is now storing its settings in XML files. the web interface uses and updates them. the cron script files however seem to depend upon the .pm files. I've debugged my issues down to the point where I find the config values (eg PostmasterX-Header) in the Kernel/Config/Files/Ticket.xml, but the bin/PostMasterMailbox.pl script is only reading in the .pm files and therefore complains about missing compulsory configuration parameters. => how to solve this ? is there a config setting to tell otrs to use the xml files ? or something to convert the .xml to .pm ? I found nothing in the docs, only the info that otrs is currently running dual with xml and pm files :-( I'm sure I'm missing something basic, but can't find it. Who can help ? TIA Joel

1 0

PDF export issue
by Juan Ferreyra 24 Jun '09

24 Jun '09

Hi, My generated PDFs have all the text with a very big separation between each character (something like "T i c k e t s e a r c h ..."). With the online demo version it works fine. Have I some bad configuration or maybe a missing font? Need help. Juan Ferreyra

2 3