July 2009 - otrs - OTRS mailing lists

Question regarding inbound email / ticket creation
by Jon Accornero 07 Jul '09

07 Jul '09

I'm rather new to OTRS so forgive me if this has been answered before. I've been struggling with this the last few days. I have installed a couple of different versions of the Windows flavor of OTRS (including the latest 2.4(beta)) to evaluate it. I have yet to configure OTRS to receive inbound email. The server I'm pulling from is an IMAP with SSL. Looking at other forums, it appears that this is a problem and doesn't quite work. So I enabled POP3 in a Gmail account that I have and it appears not to work either. I set it up in postmaster account as a POP3S too. I just need to show people that this thing can pull an email in and create a ticket. Could someone point me in the right direction? Thanks, in advance, for the help! - jon

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Keep tickets closed
by Alan Creed 07 Jul '09

07 Jul '09

Hi, I need some help. Im using OTRS and I realized that u can reopen a ticket that was already closed. U can open it by sending a mail or using the client or agent interface. I need to keep the tickets closed for ever. The next state after closed must be closed, I mean none should reopen a ticket. I coudnt find any option using admin privileges, please I need help!!!!!!!!!!!!!!!!! Thanx a lot. _________________________________________________________________ Volvé famosa a tu mascota con MSN http://events.latam.msn.com/tumascota

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Cannot create a ticket with an external applikation
by Stefan-Michael Guenther 07 Jul '09

07 Jul '09

Hello, we are currently trying to create a ticket with an applikation which is running on the same server as OTRS, but does not belong to OTRS. Here is the script: #! /usr/bin/perl use strict; use warnings; use File::Basename; use FindBin qw($RealBin); use lib dirname($RealBin); use lib dirname($RealBin) . "/Kernel/cpan-lib"; use Kernel::Config; use Kernel::System::Time; use Kernel::System::Log; use Kernel::System::Main; use Kernel::System::DB; use Kernel::System::Ticket; my $ConfigObject = Kernel::Config->new(); my $LogObject = Kernel::System::Log->new( ConfigObject => $ConfigObject, ); my $TimeObject = Kernel::System::Time->new( LogObject => $LogObject, ConfigObject => $ConfigObject, ); my $MainObject = Kernel::System::Main->new( LogObject => $LogObject, ConfigObject => $ConfigObject, ); my $DBObject = Kernel::System::DB->new( ConfigObject => $ConfigObject, MainObject => $MainObject, LogObject => $LogObject, ); my $TicketObject = Kernel::System::Ticket->new( ConfigObject => $ConfigObject, LogObject => $LogObject, DBObject => $DBObject, MainObject => $MainObject, TimeObject => $TimeObject, ); my $TicketID = $TicketObject->TicketCreate( Title => 'Some Ticket Title', Queue => 'testqueue', # or QueueID => 123, Lock => 'unlock', Priority => '3 normal', # or PriorityID => 2, State => 'new', # or StateID => 5, CustomerID => 'maxmustermann', CustomerUser => 'm.mustermann(a)in-put.de', OwnerID => 3, UserID => 3, Subject => "dies ist ein Test", Body => "und hier steht der text", ); my $TicketNumber = $TicketObject->TicketNumberLookup ( TicketID => $TicketID, UserID => 3, ); print "$TicketID\n"; print "$TicketNumber\n"; ### End ## When I start the script, I get the following output: 502 2009060810000074 Looks fine so far, but when I login into OTRS there is the hint "Need TicketID in TicketStdResponseString()" underneath "Compose Answer" and the body and subject which has been used in the script, isn't displayed either. What's wrong with that skript? Thanks for your help, Stefan

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Re: [otrs] Admin Notification Error
by Gerardo Pivotto - sistemas 06 Jul '09

06 Jul '09

Michiel: Thanks a lot for this advice, i really think that cron it was a services daemon relationed with the sendmail process. But I read ur reponse I realiced that we have migrated the mail server and change some configurations because of some DOS attacks. That was the first problem at all, the validation requeriments changed. Then Looking at the otrs configs, i discover that for the smtp configuration the sisitem needs a FDQN, so i changed the name <<mailserver>> to <<mailserver.mydomain>>. In this moment the error changed, and I decided to start testing network configurations and discovered that ubuntu server didnot resolve names(so the dns server didnot gave me and ip for the mailserver.mydomain server). I havent time to continue testing about this problem, but as you help me(or try to help me, thats because mi problem it was not OTRS), i believed that you deserve my reply. Thanks for your time, I found very powerfull this mailling list so I will try to improve my skills so ask for interesting things and help others to solve them problems. See you next time. Gerardo > ------------------------------ > > Message: 2 > Date: Fri, 3 Jul 2009 10:23:56 +0200 > From: Michiel Beijen <michiel(a)beefreeit.nl> > Subject: Re: [otrs] Admin Notification Error > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <9eda38a40907030123j1cf8141bk223832e26639577(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Gerardo, > > I'd love to waste some of my time to try helping you out a little bit! ;-) > > I could not understand how cron, modprobe and lsmod would have anything to > do with your issues. > > When you'd send an admin notification OTRS uses the Core::Sendmail settings > to determine how to send out e-mail. In your case the mail server you > configured is rejecting the use of the address "gpivotto(a)sep.org.ar" as a > "from" address. This can be because of the mail server is not accepting mail > sent from the domain "sep.org.ar" or it can also be that you'd need to > authenticate first. > > Please review the settings in OTRS under Admin > SysConfig > Framework > > Core > AdminEmail, which will contain your default email address to be used > for Admin Notification, and Admin > SysConfig > Framework > Core::Sendmail > which will contain your mail server setup for sending out mail. > > Also, you state that you do not understand much of Linux system > administration but you chose OTRS because of the license. While of course > the GPL is a fine license, I would point out that OTRS can also run on > Windows, and many people do so. This is advisable if your shop has mainly > Windows skills. Of course OTRS uses the same GPL license (AGPL for OTRS >= > v2.4) on Windows as on Linux, the only downside is that you do not work with > a GPL'ed operating system. Another possibility is to learn linux > administrating, since you are using Ubuntu you might want to check out > training courses here: http://www.ubuntu.com/training > > Kind regards, > -- > Michiel Beijen > Software Consultant > +31 6 - 457 42 418 > Bee Free IT + http://beefreeit.nl > > > On Fri, Jul 3, 2009 at 00:40, Gerardo Pivotto - sistemas < > gpivotto(a)sep.org.ar> wrote: > > > I got an error while trying to send a Admin notification. > > During my implementation testings i did not have this problem at all. > > First, I introduce mi Implementation structure. > > I got an OTRS 2.2.4, running on a Ubuntu 8.04 Server, the ubuntu server is > > hosted at a VMware Server virtual machine(testing enviroment was an ubuntu > > server 9.04, in an vmx runing on VMware player). I sudo aptitude the > > precompiled aplication with this command: "sudo aptitude install > > -with--recommends". I tryed all otrs modules and did not found any problem. > > But later I configure admin mail acount and smtp address(I got an mail > > server so i decided to use it smtp service rather than configurin another > > method to send the notification. > > For testing after the error apears, I reestart cron services(I guess that > > it is the guilty in this case) then I modprobe and lsmod looking for it and > > I didnot found nothing on them. > > Here is the error resulting of sending an Admin Notification: > > > > " > > Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Jul 2 > > 16:24:39 2009 > > > > Message: Can't use from: gpivotto(a)sep.org.ar! Enable debug for more info! > > > > Traceback (4699): > > Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 87 > > Module: Kernel::System::Email::Send (v1.31.2.1) Line: 498 > > Module: Kernel::Modules::AdminEmail::Run (v1.25) Line: 107 > > Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 > > Module: > > ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler > > (v) Line: 47 > > Module: (eval) (v1.81) Line: 204 > > Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 > > Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 > > Module: ModPerl::Registry::handler (v1.99) Line: 31 > > " > > I really dont understand much of linux managing, but as OTRS is GPL > > license, I decided to use an GPL licese base software. > > > > First of all, I just have to apologies because of my bad use of the English > > language. > > Then after the formal thing i just want to say thanks from now to the time > > you people waste trying to help me. > > > > See you next time, Gerardo Pivotto > > Country: Argentina > > City: Cordoba > > Primary Language: Spanish. > > Secondary Language: English. > > Little bit of Portugues and French. > > > > --------------------------------------------------------------------- > > 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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I am on Vacation returning July 28, 2009
by Sri.Ramadurai＠hitachigst.com 06 Jul '09

06 Jul '09

I will be out of the office starting 07/06/2009 and will not return until 07/28/2009. I will be on vacation starting July 6 and will be back at work on Tuesday July 28, 2009. On urgent SAP Production Support Issues, please call the Hotline at 408-717-8500 and cc Sukanya Vichitakul. On HCM Issues, please contact Pow Hiang Chia. On OTRS Ticketing System Issues, please call Muhibba Haque at 408-717-7523 My Management delegate is Mary Tran available at 408-717-7004 All other Issues, please contact my Manager, Charles Yeh, at 408-717-6500

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disable notification
by aida.garcia＠telvent.com 06 Jul '09

06 Jul '09

Hello all, We are using OTRS-2.3.4. I don´t have any notificacion selected in my preferences. In spite of I get the email notification about “ Add Note”, “Owner update” or “Responsible update”. How can I disable this? I don´t have any notification selected in queue properties in admin area neither. Thanks in advance. Best regards ***********Internet Email Confidentiality Footer************* This email and any files transmitted with it are confidential and intended solely for the use of the organization or individual to whom they are addressed. It is expressly forbidden to retransmit or copy email and/or this attached files without our permission . If you are not the addressee indicated in this message (or responsible for delivery of the message to such person), you may not copy or deliver this message to anyone. In such case, you should destroy this message and kindly notify the sender by reply email. Please advise immediately if you or your employer does not consent to Internet email for messages of this kind. Opinions, conclusions and other information in this message that do not relate to the official business of my firm shall be understood as neither given nor endorsed by it.

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Problems with ODBC and Ms SQL
by Stefan-Michael Guenther 06 Jul '09

06 Jul '09

Hello, are there any members on this mailing list who store the OTRS agents in a MS SQL database? We have used different OTRS installations on Debian, SuSE, Redhat and Ubuntu but always get the same login error message which obviously has something to do with the DBD::ODBC module. It would be helpful if we could get the version numbers MS SQL, DBD::ODBC and OTRS of such a successful installation. Thanks in advance, Stefan-Michael Günther -- ******************************************** in-put GbR - Das Linux-Systemhaus Stefan-Michael Guenther Geschaeftsfuehrer Moltkestrasse 49 D-76133 Karlsruhe Tel./Fax : +49 (0)721 / 83044 - 98/93 http://www.in-put.de ******************************************** Schulungen Installationen Beratung Support Voice-over-IP-Loesungen ********************************************

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Customer Same ID
by yevgeniy.kolesnyk＠obi.ua 03 Jul '09

03 Jul '09

Hello All, In our system to let all customers see all tickets they all have the same Customer ID. But this feature let them edit other's customers tickets. So does anyone know how to let only RO of other customers tickets and RW for own tickets? I will appreciate any suggestions to solve this issue. -- IMPORTANT NOTICE: This email is confidential, may be legally privileged, and is for the intended recipient only. Access, disclosure, copying, distribution, or reliance on any of it by anyone else is prohibited and may be a criminal offence. Please delete if obtained in error and email confirmation to the sender.

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Response email address change
by Emily Flynn 03 Jul '09

03 Jul '09

Hi, How can I change the email address that the is the default for responses to new tickets? Thanks Kind Regards, Emily Flynn

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Admin Notification Error
by Gerardo Pivotto - sistemas 03 Jul '09

03 Jul '09

I got an error while trying to send a Admin notification. During my implementation testings i did not have this problem at all. First, I introduce mi Implementation structure. I got an OTRS 2.2.4, running on a Ubuntu 8.04 Server, the ubuntu server is hosted at a VMware Server virtual machine(testing enviroment was an ubuntu server 9.04, in an vmx runing on VMware player). I sudo aptitude the precompiled aplication with this command: "sudo aptitude install -with--recommends". I tryed all otrs modules and did not found any problem. But later I configure admin mail acount and smtp address(I got an mail server so i decided to use it smtp service rather than configurin another method to send the notification. For testing after the error apears, I reestart cron services(I guess that it is the guilty in this case) then I modprobe and lsmod looking for it and I didnot found nothing on them. Here is the error resulting of sending an Admin Notification: " Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Thu Jul 2 16:24:39 2009 Message: Can't use from: gpivotto(a)sep.org.ar! Enable debug for more info! Traceback (4699): Module: Kernel::System::Email::SMTP::Send (v1.14) Line: 87 Module: Kernel::System::Email::Send (v1.31.2.1) Line: 498 Module: Kernel::Modules::AdminEmail::Run (v1.25) Line: 107 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 204 Module: ModPerl::RegistryCooker::run (v1.81) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 " I really dont understand much of linux managing, but as OTRS is GPL license, I decided to use an GPL licese base software. First of all, I just have to apologies because of my bad use of the English language. Then after the formal thing i just want to say thanks from now to the time you people waste trying to help me. See you next time, Gerardo Pivotto Country: Argentina City: Cordoba Primary Language: Spanish. Secondary Language: English. Little bit of Portugues and French.

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