August 2009 - otrs - OTRS mailing lists

Zenith Infotech?
by Jason B. Loven 31 Aug '09

31 Aug '09

Anyone using OTRS in conjunction with Zenith Infotech or another MSP platform?

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dragdropupload firefox plugin hack
by Bianchi, Giordano 31 Aug '09

31 Aug '09

I've (badly) hacked the AgentTicketCompose module to be able to attach more than one file via drag & drop with the firefox extension dragdropupload.xpi. I'm posting the files here in case anybody else wants to add this functionality to their OTRS install...who knows, maybe one day it will make it into the ufficial code! Enjoy <<AgentTicketCompose.pm>> <<AgentTicketCompose.dtl>> <<dragdropupload.xpi>> Giordano Bianchi

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Sending messages using 5 accounts via SMTP
by Rodrigo Correa 31 Aug '09

31 Aug '09

Hello, I wonder if it is possible to use SMTP to send / reply messages using multiple accounts. My OTRS (2.3.3) uses 5 accounts (emial) to get tickets, I need to answer these tickets the message is sent using the same account. Version 2.4.3 of OTRS has this feature? Thank you, _________________________________________________________________ Você sabia que pode acessar o Messenger direto do seu Hotmail? Descubra como! http://www.microsoft.com/brasil/windows/windowslive/products/tutoriais.aspx

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R: Routing of email to the queues
by Bianchi, Giordano 31 Aug '09

31 Aug '09

Thanks for the reply, but we're not using the postmaster mail account, we are sending the email directly to the otrs system (it's a linux server running postfix). Each queue has the right email address assigned to it, and everything works fine if there is a single otrs address in the TO: field. The problem comes up when there is more than one otrs address involved. If I use the postmaster filter, how do I tell it to send the ticket to both queues? I believe I cannot have multiple X-OTRS-Queue statements in the filter. _____ Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di IT easyap Inviato: domenica 30 agosto 2009 11.57 A: 'User questions and discussions about OTRS.' Oggetto: Re: [otrs] Routing of email to the queues I guess you are use a single account in the PostMaster Mail Account with the option dispatch by email (to: field). You ca try to different options 1) defining both email accounts in the PostMaster Mail Account and queue addressing 2) use postmaster filters to address to the correct queue. Regards _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bianchi, Giordano Sent: viernes, 28 de agosto de 2009 13:59 To: 'otrs(a)otrs.org' Subject: [otrs] Routing of email to the queues Hello everyone, I have a problem with the routing of emails inside OTRS. We have 2 queues, each with a different email address assigned (ex. site1(a)example.com->queue1 and site2(a)example.com->queue2) Everything works fine if the users send the email to either one of the queues. The problem presents itself when an email is sent to both queues (particularly with both queues' addresses in the TO: field). At that point OTRS will create 2 identical tickets, and they will both end up in the same queue (which one of the two is random). Obviously we would like to have each ticket end up in each queue separately. Is this a bug? A feature? Has anybody else run into this issue? Thanks, Giordano Bianchi

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otrs-manager on 2.4 fmw
by Marco Vannini 31 Aug '09

31 Aug '09

Hi all, The often mentioned great tool otrs-manager seems to not work with 2.4.x. Does someone has some information about it (or them at tokaware) ? Thank you in advance. Cheers. MV

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CustomerTicketMessageNew.dtl
by Pierrik Le Guennec 31 Aug '09

31 Aug '09

We are upgrading OTRS from 2.0.4 to 2.3.3 In 2.0.4, we put local script.into CustomerTicketMessageNew.dtl In 2.3.3, there is not CustomerTicketMessageNew.dtl file. How manage that change ? Thanks. Pierrik le Guennec Université Bretagne-Sud

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otrs 2.3.3 and search troubles
by Diego Giardinetto 31 Aug '09

31 Aug '09

hi all... I have a strange problem using ticket search. I got a 500 Internal Server Error only if the search string (in any field) start with some letters, e.g. "n" or "s". Apache log say: "Premature end of script headers", nothing else. Any idea? Thx, Diego -- Diego Giardinetto Junior SysAdmin @ ZephirWorks E-Mail: diego<dot>giardinetto<at>zephirworks<dot>com Mobile: +39 328 068 14 89

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Re: [otrs] no new message alarm on 2.4.3
by IT easyap 31 Aug '09

31 Aug '09

Many thnaks but my problem isn't with the watched tickets, i don't use watch function, is with the locked tickets, any idea about the approach ? -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Christian Meier | Medienzentrum Sent: viernes, 28 de agosto de 2009 10:26 To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] no new message alarm on 2.4.3 Please have a look at my similar question in thread http://lists.otrs.org/pipermail/otrs/2009-August/027732.html Meanwhile we patched our local OTRS to adapt the filter views for Watched Tickets. This replaces the former red alerts in the subject bar for us (see the screenshot for example). Find enclosed the patch file for Kernel/Modules/AgentTicketWatchView.pm. Regards, Christian Meier E-Learning-Support TU Dresden Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von IT easyap Gesendet: Freitag, 28. August 2009 08:31 An: 'User questions and discussions about OTRS.' Betreff: Re: [otrs] no new message alarm on 2.4.3 My problem isnt whit the email is with the alarm in the alarm tool bar. No new message alarm appears. ________________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brian Lang Sent: jueves, 27 de agosto de 2009 19:17 To: User questions and discussions about OTRS. Subject: Re: [otrs] no new message alarm on 2.4.3 I had a similar problem - OTRS didn't seem to be sending any Move notifications. In my case, the outgoing email did not have the FROM address configured, so my email server was rejecting the message. I had to go to SysConfig -> Group Framework -> SubGroup -> Core::Sendmail -> SendmailNotificationEnvelopeFrom and change it to the desired from email address. After that Move notifications started sending again. ====================================================== Brian Lang - IT Department Sovereign Management Group Inc. proudly serving Pacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and Grill blang(a)smgi.ca | Office: 604.538.1566 x2905 ====================================================== Please consider the environment before printing this e-mail On 2009-08-27, at 4:53 AM, IT easyap wrote: Since the migration from otrs 2.2 to 2.4.2 the New Message alarm doesnt appear. After the upgrade to 2.4.3 the problem persists. Do you have any idea to correct this uncomfortable issue ? Thanks in advance --------------------------------------------------------------------- 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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Routing of email to the queues
by Bianchi, Giordano 30 Aug '09

30 Aug '09

Hello everyone, I have a problem with the routing of emails inside OTRS. We have 2 queues, each with a different email address assigned (ex. site1(a)example.com->queue1 and site2(a)example.com->queue2) Everything works fine if the users send the email to either one of the queues. The problem presents itself when an email is sent to both queues (particularly with both queues' addresses in the TO: field). At that point OTRS will create 2 identical tickets, and they will both end up in the same queue (which one of the two is random). Obviously we would like to have each ticket end up in each queue separately. Is this a bug? A feature? Has anybody else run into this issue? Thanks, Giordano Bianchi

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Notifications - How to Use?
by Matt Reidy 28 Aug '09

28 Aug '09

How do you enable the use of the built-in notifications such as "en::Agent::Move"? I'd like to use it to notify agents when tickets are moved into their queues but can't figure out how. I can and have created a notification event to do this, but I feel like I'm just missing something since there is already a built-in notification for that. TIA -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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