August 2009 - otrs - OTRS mailing lists

SOAP
by Hahnefeld Bjoern 13 Aug '09

13 Aug '09

Hello, We want to realize a intregration in PHP-Skripts. It should be possible to create and update companies and users. What must be done? Has everyone a snippet for that? Best regards Björn

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Customer Notifications?
by Matt Reidy 13 Aug '09

13 Aug '09

Hi, I'm in the process of evaluating the latest release of OTRS on a Linux platform and was hoping to have someone explain how something is supposed to work. I've got inbound and outbound email working to the point that Agents an Customers are both notified when a new ticket is created but I also want to let the Customer know when a ticket is closed. I see the list of notifications on the Admin Notification page and that there are several Customer-related including StateUpdate. What I don't understand is how to invoke these notifications to generate an email. Is there a system setting I need to turn on? Is there a setting by Queue? Is it a preference by Customer? I have been able to successfully create a custom notification event for a closed ticket, but that seems like a work-around to a built-in feature that I just don't yet understand. Any guidance is really appreciated. -Matt ________________________________ The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies.

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Bulk/batched actions
by Lev Davidovich 13 Aug '09

13 Aug '09

I had a queue which was wrongly configured and got filled up with messages which should have gone to another queue. So I had to manually transfer each and ever message to the correct queue? Is there a way of batching such actions so that, for example, I could move all those message to the other queue with one action? Thanks

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Customer notification of closed ticket
by David Holder 13 Aug '09

13 Aug '09

Hi Everyone, Does anyone know how to set OTRS so that notifications are automatically sent to a customer when his/her ticket has been closed? I thought this would be done automatically when a ticket is closed and note-external is selected or likewise, but alas it doesn't. Failing that is there a way of setting it up in auto notifications and using a variable such as <OTRS_TICKET_*> Thanks, David

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2.3.4 RHEL5 mail routing to Raw
by Partington, Eric 13 Aug '09

13 Aug '09

Hello list :) I was wondering if there were any suggestions out there as to why mail incoming mail is not routed to the designated queue's. I have set my /etc/mail/virtusertable to @mail domain otrs So I get all mail that is destined for my system After sendmail accepts the mail and sends it to otrs is where I think the problem occurs. I have a number of queues set up A A.1 A.2 B C C.1 C.2 Raw Postmaster I have three email addresses defined: a@domain -> queue A b@domain -> queue B otrs@domain -> queue C When I connect with telnet to the server and send an email to otrs@domain the email is not routed to queue C but to the Raw queue. If I send to any of the other queues then they are also sent to the Raw queue. I have checked that the email address is valid, the queue is vcalid. There are no errors in the logs. It appears that the parsing and moving isnt working. There are no generic agent jobs or filters present on the system. Any ideas ? This system was just migrated from 2.2.6 to 2.3.4 FYI. Eric Partington | Security Monitoring and Compliance | Royal Bank of Canada |T: 416-348-4429 _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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(no subject)
by Dillon Fishel 13 Aug '09

13 Aug '09

I keep getting these errors in our system log OTRS-GenericAgent-10 Can't create PID GenericAgent, because it's already running (domain.com/15148) The domain was changed in the email and the number is different on each line of the log. I was also wondering how to clear the system log. I have fixed most of them and need a clean log to see if they are coming up again. Thank you Dillon

1 0

fetch packages via proxy
by Joaquim Azevedo 13 Aug '09

13 Aug '09

Hi! My OTRS server (debian) is behind proxy. Can I fetch packages via proxy? How to configure the proxy? Thanks, Regards, Joaquim

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OTRS with WAMP
by David Holder 12 Aug '09

12 Aug '09

Hi Everyone, To workaround the bug in the Windows installer (invalid URL causing apache to crash) I'm attempting to install OTRS onto a WAMP server. WAMP is installed on a Windows Server 2008 box as is Strawberry Perl. my httpd.conf file has been modified like so: # --- # OTRS configuration # --- # load mod_perl LoadFile 'C:/strawberry/perl/bin/perl510.dll' LoadModule perl_module modules/mod_perl.so # include the OTRS configuration #Include 'C:/wamp/www/OTRS/scripts/apache2-httpd-new.include.conf' <----------Causing the problem # --- The line highlighted above is causing an issue. If i comment it out apache will load up fine. If i uncomment it apache won't start. Contents of the file are: # -- # added for OTRS (http://otrs.org/) # $Id: apache2-httpd.include.conf,v 1.11 2007/04/16 12:11:53 martin Exp $ # -- # agent, admin and customer frontend ScriptAlias /otrs/ "C:/wamp/www/OTRS/bin/cgi-bin/" Alias /otrs-web/ "C:/wamp/www/OTRS/var/httpd/htdocs/" # if mod_perl is used <IfModule mod_perl.c> # load all otrs modules Perlrequire C:/wamp/www/OTRS/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache::Reload PerlInitHandler Apache::Reload # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl AllowOverride None ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders Order allow,deny Allow from all </Location> </IfModule> # directory settings <Directory "C:/wamp/www/OTRS/bin/cgi-bin/"> AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all </Directory> <Directory "C:/wamp/www/OTRS/var/httpd/htdocs/"> AllowOverride None Order allow,deny Allow from all </Directory> # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 Anyone got any ideas as to what I'm doing wrong? Also I'm not sure if Perl is working correctly, if I comment out that code mentioned before and try to load up one of the pages I just get the code in my web browser. Thanks, David

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change owner without first "zoom" ing
by Alan McKay 12 Aug '09

12 Aug '09

Hey folks, While I work on that other problem - here is one that is annoying. When a new ticket comes into the queue, I click on it and before I get the "owner" option I have to first hit "zoom" I'd like to have the "owner" link right in that first screen, without having to zoom. Can I do that? thanks, -Alan -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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auto create customer?
by Alan McKay 12 Aug '09

12 Aug '09

OK, here is another potential solution to my problem. Is it possible to have a customer automatically created when an email comes in to the support email? I know this could open the door to other potential problems - but the customer could be created with next to no privs until verified by an agent. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

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