July 2009 - otrs - OTRS mailing lists

Re: [otrs] Updating ticket X-OTRS-State based on external emailresponse from agent
by Adam Knight 27 Jul '09

27 Jul '09

I have tried this and it is working well although the First Response Time in the ticket is still set. Which field do I need to update in order to cancel this escalation timeout? I tried setting the X-OTRS-FollowUp-State-PendingTime to blank but this does not seem to help. Regards, Adam Adam Knight | Test and Documentation Team Leader | Clearpace | M +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com This e-mail and any files attached may contain privileged and/or confidential information. If you are not the intended recipient please immediately notify the sender by reply e-mail and delete the message from your system. You should not copy it or use it for any purpose nor disclose its contents to any other person. -----Original Message----- From: Adam Knight Sent: 27 July 2009 08:47 To: 'User questions and discussions about OTRS.' Subject: RE: [otrs] Updating ticket X-OTRS-State based on external emailresponse from agent Thanks, that looks great. I have a clarification question:- When you hit on X-OTRS-FollowUp-ArticleType: email-internal X-OTRS-FollowUp-SenderType: agent Are you assuming that I have a separate rule to set all mails from clearpace.com to agent and email_internal? If so how do I ensure that this rule is processed first? Many thanks, Adam Adam Knight | Test and Documentation Team Leader | Clearpace | M +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com This e-mail and any files attached may contain privileged and/or confidential information. If you are not the intended recipient please immediately notify the sender by reply e-mail and delete the message from your system. You should not copy it or use it for any purpose nor disclose its contents to any other person. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: 26 July 2009 10:15 To: User questions and discussions about OTRS. Subject: Re: [otrs] Updating ticket X-OTRS-State based on external emailresponse from agent Hi Adam, if I understood it correctly, you want to change the ticket state of an already existing ticket by using an agent follow up? If it is so, you can do this by using "X-OTRS-FollowUp-State" or in case you want also to update service+sla "X-OTRS-FollowUp-Service", "X- OTRS-FollowUp-SLA". Important is the "FollowUp" in the header key. Only this headers are used for follow messages. I also would do it a litte bit different to be able to cover more actions based on subjects. ;) For example: "Acknowledge by Agent Email": Hit: From: (.*)(a)clearpace.com # to only allow this action your agents Subject: [ack] # to identify the action X-OTRS-FollowUp-ArticleType: email-internal X-OTRS-FollowUp-SenderType: agent Set: X-OTRS-FollowUp-State: open a other example: "Close by Agent Email": Hit: From: (.*)(a)clearpace.com # to only allow this action your agents Subject: [close] # to identify the action X-OTRS-FollowUp-ArticleType: email-internal X-OTRS-FollowUp-SenderType: agent Set: X-OTRS-FollowUp-State: closed successful I hope it will help you! ;) Greetings, -Martin On 24.07.2009, at 15:11, Adam Knight wrote: > Hi, > > I am in the process of reviewing OTRS with the aim of piloting soon. > Most of the configuration options work well and suit my requirements, > however there is one that I cannot get to work, I have not found any > information relating to this problem on the web. > > I have tried creating the following filter: > > Filtername: 01_agentresponse' > > Hit: > Header 1: From Contents: (.*)(a)clearpace.com > Header 2: X-OTRS-State Contents: new > > Set: > Header 1: X-OTRS-State Contents: open > > The aim of the filter is to allow agents to email a first response to > the customer from BlackBerry/Mobile devices and for this to update the > ticket state on the system so that the system does not log a missed > SLA if the response is emailed in. > > The rule is not being applied - I check the logs, other rules are > appearing but not this one. > If I remove the Header2 element then it tries to apply the rule but > the state of the ticket does not change. > > [Fri Jul 24 12:48:03 2009][Notice] > [Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: > '01_agentresponse' Set param 'X-OTRS-State' to 'open' (Message-ID: > <[MESSAGE_ID]>) > > I have tried adding the values in quotes, I have tried using the > numeric values for the states from the database instead of state > names. > I have tried specifying the rule in the Kernel/Config.pm Without any > success. > > Any help would be greatly appreciated. > > Adam Knight | Test and Documentation Team Leader | Clearpace | M > +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com > > This e-mail and any files attached may contain privileged and/or > confidential information. If you are not the intended recipient please > immediately notify the sender by reply e-mail and delete the message > from your system. You should not copy it or use it for any purpose nor > disclose its contents to any other person. > > > --------------------------------------------------------------------- > 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/ --------------------------------------------------------------------- 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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OTRS 2.4.1's new text editor does not support RTL languages like Persian
by Afshar Mohebbi 27 Jul '09

27 Jul '09

Hi all! I just installed OTRS 2.4.1 and realized that we have had a step BACKWARD! While earlier versions of OTRS like 2.3.x was enabled to accept RTL languages in new ticket descriptions and ticket notes, the new OTRS 2.4.1 does not allow to enter any RTL script while creating a new ticket or commenting on existing tickets. It is because of its new rich text editor. This has right and left alignment but does not have RTL or LTR direction. In Earlier versions of OTRS if you have your preferences set to Persian (a RTL language), direction of text editors would be set to RTL automaticcaly. I think the best solution is to add a direction button to this rich text editor toolbar and set it automatically to RTL when user or agent have select Persian in his/her preferences. It could be expanded to alignment too, in the other hand alignment could be set automatically set to Right Alignment when user's environment is Persian. Gmail's compose new mail have a direction button in addition to alignment buttons too. * a RTL language is a language that is written right to left like Persian, Hebrew and Arabic. Many Thanks, Afshar Mohebbi

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Problems with POP3S mailbox
by Kevin Richter 27 Jul '09

27 Jul '09

Hello, after installing several packages via CPAN shell, POP3 vis SSL should work now. Executing ./bin/PostMasterMailbox.pl in the shell works: POP3S: Message 1/1 (help/servername.de) POP3S: Connection to servername.de closed. 1) The debugging of PostMasterMailbox.pl does not work. ./PostMasterMailbox.pl -d 2 givs no output, only the two lines from above. Other people get output like this: http://lists.otrs.org/pipermail/otrs/2008-September/024512.html 2) PostMasterMailbox.pl hangs somewhere and does not exit correctly. Only with the "-f" parameter it works: ./bin/PostMasterMailbox.pl -f 1 Notice: PostMasterMailbox.pl is already running but is starting again! ... 3) There is a cronjob executing this perl script every 5 minutes. Although this script gets executed every 5 minutes it only runs approx. every 15 minutes, because it is started without the "force" parameter. Every time it can be started, it gives following output: /data/otrs-2.3.4/bin/PostMasterMailbox.pl > /dev/null produced the following output: Can't locate object method "new" via package "IO::Socket::SSL" at /data/otrs-2.3.4/Kernel/cpan-lib/Mail/POP3Client.pm line 376. But the IO::Socket::SSL package has been successfully installed via CPAN shell. $ ./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 (v0.61) o Net::POP3......................ok (v2.29) 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 (v2.31) o Authen::SASL................ok (v2.11) o Net::LDAP......................ok (v0.34) o GD.............................ok (v2.35) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.62) o Compress::Zlib..............ok (v2.008) o XML::Parser....................ok (v2.36) All modules are installed. And if I execute this script in a shell with the force paramater, it works perfectly and fetches all mails. Why claims the cronjob that the new() function is not found? In the other 2 of 3 cases, there is following line in the OTRS syslog: Fri Jul 17 15:00:02 2009 notice OTRS-PMAccount-16 Can't create PID PostMasterMailbox, because it's already running (www.servername.de/4133) Can someone help me with these three big problems? Thanks, Kevin PS: I use Solaris 10 and OTRS-2.3.4 and Perl-5.8.8

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which changes are allowed in the "$Language.pm" file ?
by Tibor Hirner 27 Jul '09

27 Jul '09

Hi all, could I ask you to explain what kind of changes can be done in a language file ? Is it allowed to move lines (change order of lines) ? If I add a line somewhere, will it cause a problem ? If I do 50 changes in the file, how to note them ? Our sk_SK.pm file (used under 2.3.4) does not work under 2.4.1 version probably because of changes done in it. I appreciate your help. Thanks. Sincerely, Tibor.

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Updating ticket X-OTRS-State based on external email response from agent
by Adam Knight 27 Jul '09

27 Jul '09

Hi, I am in the process of reviewing OTRS with the aim of piloting soon. Most of the configuration options work well and suit my requirements, however there is one that I cannot get to work, I have not found any information relating to this problem on the web. I have tried creating the following filter: Filtername: 01_agentresponse' Hit: Header 1: From Contents: (.*)(a)clearpace.com Header 2: X-OTRS-State Contents: new Set: Header 1: X-OTRS-State Contents: open The aim of the filter is to allow agents to email a first response to the customer from BlackBerry/Mobile devices and for this to update the ticket state on the system so that the system does not log a missed SLA if the response is emailed in. The rule is not being applied - I check the logs, other rules are appearing but not this one. If I remove the Header2 element then it tries to apply the rule but the state of the ticket does not change. [Fri Jul 24 12:48:03 2009][Notice][Kernel::System::PostMaster::Filter::MatchDBSource::Run] Filter: '01_agentresponse' Set param 'X-OTRS-State' to 'open' (Message-ID: <[MESSAGE_ID]>) I have tried adding the values in quotes, I have tried using the numeric values for the states from the database instead of state names. I have tried specifying the rule in the Kernel/Config.pm Without any success. Any help would be greatly appreciated. Adam Knight | Test and Documentation Team Leader | Clearpace | M +44(0)782 449 2763 | T +44(0)845 456 3590 Ext 564 | www.clearpace.com This e-mail and any files attached may contain privileged and/or confidential information. If you are not the intended recipient please immediately notify the sender by reply e-mail and delete the message from your system. You should not copy it or use it for any purpose nor disclose its contents to any other person.

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Error in msvcrt.dll - OTRS 2.4.1
by Morten Steensgaard 26 Jul '09

26 Jul '09

Hi All, After a fresh install of OTRS 2.4.1 I keep getting the following - espcially when using the Customerinterface. Event Type: Error Event Source: Application Error Event Category: (100) Event ID: 1000 Date: 26-07-2009 Time: 23:39:53 User: N/A Computer: XXX Description: Faulting application httpd.exe, version 2.2.10.0, faulting module msvcrt.dll, version 7.0.3790.3959, fault address 0x0003876c. I've tried running version 2.3.4 without any problems - and I can reproduce the incidents repeating the installations using a virtual pc. The OS is a windows server 2003. Do any of U have tried rel. 2.4.1 on a similar setup - and if such did U have similar experience ? Kind regards Morten

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Actuellement en formation, votre mail sera traité prochainement.
by olivier.villegente＠sic.nc 26 Jul '09

26 Jul '09

Je serai absent(e) du 27/07/2009 au 29/07/2009. Actuellement en formation, votre mail sera traité prochainement. Pour les urgences, contacter Michel HAHN

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FAQ Module approval behavior
by s.curcio＠synapsys.fr 26 Jul '09

26 Jul '09

Hi list, We are using an 2.3.4 OTRS system with FAQ Module 1.5.6 installed. The FAQ::ApprovalRequired option has been activated and associated group and queue apparently correctly set up. But, as soon as an FAQ article is created, even before it's approval, it appears in the FAQ explorer and it's accessible by any agent. The behavior we would like to have is to get an article visible to agents only after the approval process complete. Is there something wrong in our configuration or expectation on approval workflow ? Thanks for your ideas ! Stephane

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OTRS Multi Ldap authentication and FAQ update
by Dark Orcz 26 Jul '09

26 Jul '09

We are currently evaluating OTRS and version 2.4.1. We are using MSAD for the majority of the users and OpenLdap for another set of users. I have configured the Config.pm file as shown in the http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=219. A user MSAD can authenticate but a user in OpenLdap can not. The log shows both tries for the MSAD user but stops once it fails for the OpenLdap user with an incorrect password for the MSAD provider, but it does not check the Openldap. The reverse is true if we swap the providers and OpenLdap is first and MSAD is second. Then OpenLdap users are authenticated and MSAD users are not. How do we get FAQ messages updated, http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=219 is out of date? Below is an example of the error [Fri Jul 24 09:46:59 2009][Notice][Kernel::System::Auth::DB::Auth] User: "ABC" authentication with wrong Pw!!! (REMOTE_ADDR: XXX) [Fri Jul 24 09:46:59 2009][Notice][Kernel::System::Auth::LDAP::Auth] User: "ABC" authentication failed, no LDAP entry found! "MSAD base info" (REMOTE_ADDR: XXX). [Fri Jul 24 09:46:59 2009][Notice][Kernel::System::Auth::DB::Auth] User: "ABC" authentication with wrong Pw!!! (REMOTE_ADDR: XXX) Below are the settings in the config.pm with MSAD first # Authentication backend Auth # # ---------------------------------------------------- # #------------------------------------------------------# #***** aus MSAD #------------------------------------------------------# #Enable LDAP authentication for Customers / Users $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'XXXXXX'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'XXXXXX'; #$Self->{'AuthModule::LDAP::UID1'} = 'cn'; $Self->{'AuthModule::LDAP::UID1'} = 'sAMAccountName'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN1'} = 'XXXXXX'; $Self->{'AuthModule::LDAP::SearchUserPw1'} = 'XXXXXX'; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN $Self->{'AuthModule::LDAP::GroupDN1'} ='XXXXXX'; $Self->{'AuthModule::LDAP::AccessAttr1'} = 'member'; $Self->{'AuthModule::LDAP::UserAttr1'} = 'DN'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params1'} = { port => 389, timeout => 120, async => 0, version => 3, }; $Self->{'AuthModule::LDAP::Die1'} = 1; #------------------------------------------------------# #***** OpenLDAP #------------------------------------------------------# #Enable LDAP authentication for Customers / Users $Self->{'AuthModule2'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host2'} = 'YYYYYYY'; $Self->{'AuthModule::LDAP::BaseDN2'} = 'YYYYYYY'; #$Self->{'AuthModule::LDAP::UID2'} = 'cn'; $Self->{'AuthModule::LDAP::UID2'} = 'cssDisplayNameDefault'; #The following is valid but would only be necessary if the #anonymous user do NOT have permission to read from the LDAP tree $Self->{'AuthModule::LDAP::SearchUserDN2'} = 'YYYYYYY'; $Self->{'AuthModule::LDAP::SearchUserPw2'} = 'YYYYYYY'; #Add the following lines when only users are allowed to login if they reside in the spicified security group #Remove these lines if you want to provide login to all users specified in the User Base DN $Self->{'AuthModule::LDAP::GroupDN2'} ='YYYYYYY'; $Self->{'AuthModule::LDAP::AccessAttr2'} = 'UniqueMember'; $Self->{'AuthModule::LDAP::UserAttr2'} = 'DN'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'AuthModule::LDAP::Params2'} = { port => 58089, timeout => 120, async => 0, version => 3, }; $Self->{'AuthModule::LDAP::Die2'} = 1; # ---------------------------------------------------- # # Auth Sync Backend # # ---------------------------------------------------- # #------------------------------------------------------# #***** MSAD #------------------------------------------------------# ## agent data sync against ldap #$Self->{'AuthSyncModule'} $Self->{'AuthSyncModule1'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host1'} = 'XXXX'; $Self->{'AuthSyncModule::LDAP::BaseDN1'} = 'XXXXX'; $Self->{'AuthSyncModule::LDAP::UID1'} = 'sAMAccountName'; $Self->{'AuthSyncModule::LDAP::SearchUserDN1'} = 'XXXXX'; $Self->{'AuthSyncModule::LDAP::SearchUserPw1'} = 'XXXX'; $Self->{'AuthSyncModule::LDAP::UserSyncMap1'} = { ## DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; ## AuthSyncModule::LDAP::UserSyncInitialGroups ## (sync following group with rw permission after initial create of first agent ## login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups1'} = [ 'users','admin','stats' ]; $Self->{'AuthSyncModule::LDAP::Die1'} = 1; #------------------------------------------------------# #***** OpenLDAP #------------------------------------------------------# ## agent data sync against ldap #$Self->{'AuthSyncModule'} $Self->{'AuthSyncModule2'} = 'Kernel::System::Auth::Sync::LDAP'; $Self->{'AuthSyncModule::LDAP::Host2'} = 'YYYYYYY'; $Self->{'AuthSyncModule::LDAP::BaseDN2'} = ' YYYYYYY'; $Self->{'AuthSyncModule::LDAP::UID2'} = 'cssDisplayNameDefault'; $Self->{'AuthSyncModule::LDAP::SearchUserDN2'} = ' YYYYYYY'; $Self->{'AuthSyncModule::LDAP::SearchUserPw2'} = ' YYYYYYY'; $Self->{'AuthSyncModule::LDAP::Params2'} = { port => 58089, timeout => 120, async => 0, version => 3, }; $Self->{'AuthSyncModule::LDAP::UserSyncMap2'} = { ## DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', }; ## AuthSyncModule::LDAP::UserSyncInitialGroups ## (sync following group with rw permission after initial create of first agent ## login) $Self->{'AuthSyncModule::LDAP::UserSyncInitialGroups2'} = [ 'users','admin','stats' ]; $Self->{'AuthSyncModule::LDAP::Die2'} = 1;

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A blog post about OTRS static and dynamic stats
by Afshar Mohebbi 25 Jul '09

25 Jul '09

Hi all, I've a posted a small posting about OTRS static and dynamic reports and their difference. This may help someone someday! http://afsharm.blogspot.com/2009/07/understanding-otrs-stats-reports.html Afshar Mohebbi

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