August 2009 - otrs - OTRS mailing lists

New ticket notification though ticket-state is closed
by Lars Monsees 11 Aug '09

11 Aug '09

Hi, in 2.3 I created a telephone ticket, set a queue, set an agent, and set the state to a closed-state and no notification email was created. Now, with 2.4 I receive a notification email what is quite useless as the ticket is in a closed-state. I searched in the sysconfig for "closed" but couldn´t find anything useful. How do I get the old behaviour back? Lars PS: Why these changes in OTRS that break old behaviour and break settings??? There are several examples as can be seen from my mails =(

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Tickets missing E-Mail Content
by Matt Haynes 11 Aug '09

11 Aug '09

I'm having a problem with version 2.4.1 (although it could be in other versions since this is my first) where the ticket view is not displaying the full content of some e-mails. The text is in the article table in the a_body field, but it's just not displaying in the ticket view (or the response.) Oddly enough, my e-mail signature is showing and it seems to be working properly for some e-mails. If it matters, I'm using IIS, IE7 as my browser, MSSQL and the affected e-mails in the database are showing as text/plain; charset="us-ascii". Some e-mails with this character set are showing properly. Would be appreciative for any help! Key Travel is a full service TMC. So the next time you call with an enquiry, remember that you can book your complete travel itinerary in one go, from flight, rail and hotel bookings to visa lodging, car hire and airport parking. Ask your consultant for our full range of services. Think before you print DISCLAIMER This email, along with any attachment/s, are intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Key Travel systems we can accept no responsibility once it has been sent. Communications on Key Travel's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes. Registered UK Office: Key Travel Ltd, 28-32 Britannia Street, London WC1X 9JF. Company registration 1524302.

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Ticket missing E-Mail Content
by Matt Haynes 11 Aug '09

11 Aug '09

I'm having a problem with version 2.4.1 (although it could be in other versions since this is my first) where the ticket view is not displaying the full content of some e-mails. The text is in the article table in the a_body field, but it's just not displaying in the ticket view (or the response.) Oddly enough, my e-mail signature is showing and it seems to be working properly for some e-mails. If it matters, I'm using IIS, IE7 as my browser, MSSQL and the affected e-mails in the database are showing as text/plain; charset="us-ascii". Some e-mails with this character set are showing properly. Would be appreciative for any help! Key Travel is a full service TMC. So the next time you call with an enquiry, remember that you can book your complete travel itinerary in one go, from flight, rail and hotel bookings to visa lodging, car hire and airport parking. Ask your consultant for our full range of services. Think before you print DISCLAIMER This email, along with any attachment/s, are intended for the named recipient only. If you have received it in error you have no authority to use, disclose, store or copy any of its contents and you should destroy it and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Key Travel systems we can accept no responsibility once it has been sent. Communications on Key Travel's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes. Registered UK Office: Key Travel Ltd, 28-32 Britannia Street, London WC1X 9JF. Company registration 1524302.

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otrs file upload and dragdropupload
by Bianchi, Giordano 11 Aug '09

11 Aug '09

Hello everyone, I'm trying to modify the OTRS template to be able to get the file upload working with the "dragdropupload" firefox extension. Basically I just need to do have the submit button "AttachmentUpload" run every time there is a change in the "file_upload" field of the form...can somebody point me in the right direction? Unfortunately my javascript skills are very low... I think I need to add an "onchange" event to this: <input name="file_upload" type="file" size="40" class="fixed"/> which will call <input class="button" type="submit" name="AttachmentUpload" value="$Text{"Attach"}"/>. I know I can do a submit();, what I can't figure out is how to call it with the right parameters to start the upload of the file. Thanks in advance for all the help. Giordano Bianchi

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Company E-Mail Notification???
by Timothy J. Deerinck 10 Aug '09

10 Aug '09

Hello, I am new to OTRS and was wondering if anyone could share some help on it. What I have seen and used so far is absolutely awesome! I 2.4.2 and the ITSM from source on Debian 5. I am finding my way around rather quickly thru many test tickets! :) I have enabled company groups thru the Config.pm file which is working great. What I would like to do is this: 1. Customer Company has 10 employees, and 2 managers who would like to stay up on what issues are happening. 2. For this example, Steve and Bill are the company managers, Joe is one of the employees. All employees are grouped to company using ID. 3. Joe submits a Ticket as a customer to OTRS. The ticket sends Joe a notice that ticket is created and being processed. 4. Agent from my company routes and processes customer requests for the entire process. What I need is for any activity that is generated by the employee, Joe, to also have responses sent to Steve and Bill. This way, the managers are aware of any issues happening with their employees and are kept in the loop! Now steps 1 thru 4 I have working perfectly, it is the manager notification I have not figured out. Can anyone steer me the right direction on this??? Thanks very much in advance!! ~Tim

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Re: [otrs] To vs Cc, redeux, again
by Richard Stockton 10 Aug '09

10 Aug '09

First, thanks to all who tried to help. Sadly, the same problems remain. >> First: >> When a message is sent to OTRS via "support(a)example.com" it goes >> into the support queue. When the ticket is replied to, the TO >> address ("support(a)example.com") is put in the CC field of the >> reply. So the reply ends up being sent back to the queue. This >> is NOT what we want. How do I stop that behavior? I would like >> to see any OTRS or Agent email filtered out of the reply CC. >> UPDATE: "Fixed" this by making the CC: blank. Not the best solution. Mariano Mara replied: >I'm not a pro but let me try with this first one: >When you said "When the ticket is replied to, the TO address...", I >assume you meant "the FROM address": No, I meant the "To:" address, that's what makes not sense to me. >if you get a message to >support(a)example.com, you want to reply from support(a)example.com, don't >you? Yes, and it does, but it also puts "support(a)example.com" in the CC of the reply. >What do you have in the "Systemaddress" parameter in the Queue >Configuration Page for "support"? support(a)example.com? "otrssupp(a)mail.example.com" which resolves from the alias "support(a)example.com". Sorry, Mariano, not much help. Then, Guillermo Vargas-DellaCasa replied: >Maybe this helps... >http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=322 Unfortunately none of the 3 scenarios was true in my case. The email was NOT CCed to anyone, it was a simple one-To and one-From. The To: was "support(a)example.com" and the From was a client address. When I replied, the original From: was made the To: (as it should) and the original To: was put into the CC field (as it should NOT). Again, nice try, but I'm afraid the problem remains. In addition, I still have the other 2 problems. Second: There used to be a line like this at the top of the queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not in' that queue. Is there a way to re-enable that in 2.4.2? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want in that. Third: I try to set the log info using the sysconfig GUI. When that doesn't work I tried to set it directly in Config.pm. When that didn't work I tried to set it in ZZZAAuto.pm. No matter what I do OTRS won't let me set an alternate log file. I finally set the log facility to local0 (which it DID let me do) and redid my /etc/syslog.conf file to send the log data to a file of my choosing. This works, but I would still prefer to control this via the sysConfig GUI. Any ideas? Once again I appreciate the efforts so far, can anyone else offer any enlightenment on my 3 problems with OTRS 2.4.2? And do the developers ever read this forum? Thanks. - Richard

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Stats to report ticket-id and its description
by Vijayan Thattai 10 Aug '09

10 Aug '09

Friends I am looking for stats in OTRS that can give me a list of all new /closed tickets with Ticket Id, and a brief description , title and owner of tickets ? Present reports only give me a total of new / closed tickets in a particular queue, however i need additional information such as who is the current owner / ticket description in the stats. This will be helpful for me during meetings where individual owners can get a print out of all the outstanding tickets they own . Thanks in advance. vjn

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To vs Cc
by Richard Stockton 08 Aug '09

08 Aug '09

Hi there, I just installed 2.4.2 and got everything to work fairly well, but I am seeing some strange behavior. First: When a message is sent to OTRS via "support(a)example.com" it goes into the support queue. When the ticket is replied to, the TO address ("support(a)example.com") is put in the CC field of the reply. So the reply ends up being sent back to the queue. This is NOT what we want. How do I stop that behavior? I would like to see any OTRS or Agent email filtered out of the reply CC. Second: There used to be a line like this at the top of the queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not in' that queue. Is there a way to re-enable that in 2.4.2? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want in that. Would appreciate any enlightenment. TIA. - Richard

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To vs Cc, redeux
by Richard Stockton 07 Aug '09

07 Aug '09

Since I didn't get any answers the first time, I am sending this again with a third added strangeness... Hi there, I just installed 2.4.2 and got everything to work fairly well, but I am seeing some strange behavior. First: When a message is sent to OTRS via "support(a)example.com" it goes into the support queue. When the ticket is replied to, the TO address ("support(a)example.com") is put in the CC field of the reply. So the reply ends up being sent back to the queue. This is NOT what we want. How do I stop that behavior? I would like to see any OTRS or Agent email filtered out of the reply CC. UPDATE: "Fixed" this by making the CC: blank. Not the best solution. Second: There used to be a line like this at the top of the queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not in' that queue. Is there a way to re-enable that in 2.4.2? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want in that. Third: I try to set the log info using the sysconfig GUI. When that doesn't work I tried to set it directly in Config.pm. When that didn't work I tried to set it in ZZZAAuto.pm. No matter what I do OTRS won't let me set an alternate log file. I finally set the log facility to local0 (which it DID let me do) and redid my /etc/syslog.conf file to send the log data to a file of my choosing. This works, but I would still prefer to control this via the sysConfig GUI. Any ideas? I would greatly appreciate any enlightenment at all. Do the OTRS developers read this list? TIA. - Richard

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Re: [otrs] OTRS 2.4.2 on Windows SMTP Outbound Mail Issue
by Stager, Ken 07 Aug '09

07 Aug '09

Matt, I've seen similar messages in my installation, but due to my OTRS box being in a different domain than my Exchange box and having a bad mx record for my Exchange box, resolved by adding an entry to my Exchange box in the OTRS server's host file. I'd look there first, make sure you can connect to the SMTP service via telnet <your Exchange server> 25 from your OTRS install and authenticate with the account you are using for SMTP. Check your Exchange box's SMTP logs and see if that provides any detail about what the problem is. Also, be sure you have the right SMTP settings in the config.pm file. I've found that on a Windows install, the SMTP settings in the GUI don't change the settings in the config file, but rather show what is there. Ken ================ Hello List, I am attempting to evaluate OTRS and have it installed on a Windows 2003 server. I am unable to get outbound mail to work using an internal SMTP relay server (Exchange) and have verified that there is no authentication or communication issue with my SMTP server from the OS on the server that OTRS is installed on. Associated otrs.log file entries are: [Fri Aug 7 11:16:14 2009][Error][Kernel::System::Email::SMTP::Send][92] Can't connect to osmtp.snagajob.com: Bad file descriptor! [Fri Aug 7 11:16:14 2009][Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendCustomerNotification] Sent customer 'Ticket Closed' notification to 'MMR1 <mmr1(a)snagajob.com<mailto:mmr1@snagajob.com <mailto:mmr1@snagajob.com> >>'. My belief is that the system does in fact connect to the SMTP server because if I specify a host name that does not exist, I get a different error message. Has anyone else run into this and resolved it? I've checked online to no avail... Thanks! -Matt ================

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