August 2009 - otrs - OTRS mailing lists

Email configuration issues with OTRS
by Michiel Beijen 05 Aug '09

05 Aug '09

Personally, I would always choose to just configure the IMAP mailboxes via Admin > PostMaster Mailboxes. If you'd have set up the cron jobs as per the manual, you woulnd't have to alter those, and also you would not have to bother about fetchmail - OTRS will retrieve the messages directly from IMAP. If you would decide to use fetchmail however, the OTRS mailing list is probably not the best place to ask about configuring fetchmail. Try your favorite unix/linux forum for that. Best regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl On Wed, Aug 5, 2009 at 11:33, rajaa Jlil <rajaa_0000(a)hotmail.com> wrote: > Dear colleague > > Could you please help me to configure otrs, I have a trainee who works on > it but she has difficulties on sending/receiving emails > > Mentioned below the procedure of configuring: > > She edited this file: /opt/otrs/.fetchmailrc > > And type this line: > > *Poll DEEXVS03 protocol IMAP user ** > wincor-nixdorf/softwaresupport.ma/softwaresupport.ma(a)wincor-nixdorf.com*<wincor-nixdorf/softwaresupport.ma/softwaresupport.ma(a)wincor-nixdorf.com> > * **password YOURPASSWORD is otrs* > > After that, she activated the cronjob for fetchmail. /opt/otrs/var/cron and > edited the file: fetchmail by adding this line: > > #fetch every 5 minutes emails via fetchmail > > */5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail –a >> /dev/null > > So normally OTRS/fetchmail should fetch the emails every 5 minutes from the > IMAP/Exchange postbox, but it doesn’t work. > > Maybe it’s possible to change somewhere in the source code? > > With kindest regards. > > Cordialement > > > > -JLIL Rajaa- > ESG-Casablanca > tél : 0665 78 86 49 > > > > > > Date: Fri, 19 Jun 2009 10:41:19 -0700 > > From: support(a)sjobeck.com > > To: otrs(a)otrs.org > > Subject: [otrs] ITSM module for v.2.4 > > > > > Hi, All, > > > > I upgraded our 2.3 install, which had the ITSM module installed, to > > 2.4.0beta3, and now it seems caught in a little bit of a trap between > > versions. We were just about to start using ITSM 1.2.2 but had not quite > > yet so this not too big a deal thankfully. I first noticed this > > situation when checking the "support" module page & it showed me a bunch > > of errors of files mismatching versions. I see ITSM 1.2.3 out there (FTP > > site) but it wont install in to this version of beta. I was just > > curious if any one had a roadmap or a timeline or advice on when & how I > > can upgrade my way out of this sooner or later. That's all. Thanks so > > much to the dev's, great stuff, really appreciate it. > > > > Jason Sjobeck > > www.sjobeck.com > > --------------------------------------------------------------------- > > 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/ > > ------------------------------ > Avec Windows Live, vous organisez, retouchez et partagez vos photos.<http://www.microsoft.com/northafrica/windows/windowslive/products/photo-gal…> > > --------------------------------------------------------------------- > 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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Re: [otrs] "New message!" alert is gone on upgrade from 2.2.4 to 2.4.1
by Christian Meier | Medienzentrum 05 Aug '09

05 Aug '09

To substantiate my request: See the last screenshot at http://doc.otrs.org/2.4/en/html/x1769.html Unfortunately this red "New message" alert does not work anymore with 2.4.1...any hints? Thanks in advance, Christian Meier E-Learning-Support TU Dresden

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Viewing all tickets via Customer Interface
by David Holder 05 Aug '09

05 Aug '09

Hi all, I've almost got OTRS running exactly how I need to, due to many long nights and awesome support from the members of this mailing list. I just have one obstacle left before I can deploy this at my workplace. There is a requirement for everyone in the organisation I work for to be able to view ALL the tickets assigned to the IT Help Desk. This is mainly to demonstrate the current workload and where their request is in the queue. I have agents and customers logging in via LDAP. I've noticed that in the customer interface there are sections for "MyTickets" and "CompanyTickets". Is it possible to have "CompanyTickets" displaying all tickets in a particular queue? if so, can someone please tell me how I go about this? Thanks, David

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Installation otrs 2.4.1
by Davis, Sam 05 Aug '09

05 Aug '09

Greetings, I am experiencing a problem with the installation of OTRS 2.4.1. I have installed the web server and need to implement the database but everytime I execute in a browser http://localhost/otrs/installer.pl . I get the error the extension .pl is unknown and wants to download the file. Does anyone has any suggestions. Best Regards, Sam Davis ___________________________________ Sam Davis System Adminstrator AAIPharma c/ Rosa de Lima, 1-bis, Edificio Alba 28290 Las Matas (Madrid) Tel: +34 91 372 6065 (Direct) Fax: +34 91 372 6060 sam.davis(a)aaipharma.com www.aaipharma.com <http://www.aaipharma.com/> ___________________________________ The content of this e-mail and any attachments to it is intended only for the confidential use of the intended recipient(s). If you are not the intended recipient(s), you are hereby notified that you have received this communication in error and that any disclosure, copying, distribution, or the taking of any action in reliance on the contents of this e-mail is strictly prohibited and that the documents should be returned to the author immediately. If you have received this email in error, please notify the author by using the reply key immediately. P Please consider the Environment before printing this e-mail.

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locked ticket to System OTRS
by Gator SLP 05 Aug '09

05 Aug '09

Hello all, just joined the group and hope you can help me out. I am admin for our OTRS but seem unable to do anything with a ticket that a user accidentally changed owner to blank. Due to her changing owner to blank, it is now assigned to "n/a (System OTRS)". I can't move it to spam, close it, do anything to it. Always says im not owner and so cant take this action. She can also not touch it, same error about not being owner. I assume you can't login as system otrs user so unsure what to do. all i want is to either close or remove this ticket. any help much appreciated. Neil

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Re: [otrs] Check whether email has been sent/copied to customer
by Adam Knight 05 Aug '09

05 Aug '09

Answered my own question Check To - .*@(?!domainname) Set X-OTRS-FollowUp-ArticleType -> email-external Just to verify - I am working on the basis that "email-external" refers to any email sent to or received from an external customer and "email-internal" refers to emails sent between agents within the support organisation - is this correct? 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. ________________________________ From: Adam Knight Sent: 05 August 2009 10:41 To: 'otrs(a)otrs.org' Subject: Check whether email has been sent/copied to customer Hi, I have a rule which sets emails from my domain as X-OTRS-FollowUp-SenderType - agent What I would like to do is check whether the email has been sent to the customer. If so then I want to set X-OTRS-FollowUp-ArticleType to email-external and if only sent to peopel within my domain then I want to set X-OTRS-FollowUp-ArticleType to email-internal Has anyone successfully achieved a similar setup in OTRS? 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.

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Active Directory Authentication
by Guillermo Vargas-DellaCasa 05 Aug '09

05 Aug '09

Hello, I just installed OTRS 2.4.2-01 on Fedora 10. I have successfully enabled Agent authentication with Active Directory via LDAP module on otrs. Users' LDAP backend seems to be working too, as I can search for users in otrs and otrs finds them from Active Directory. However, User authentication with AD does not work. The following comes up on the logs when a user tries to login: [Error][Kernel::System::User::UserLookup][Line:680]: No UserID found for 'jsmith'! Capturing traffic while a user login shows otrs makes a successful bind to AD, but then no query is executed. It just unbind. Here is the Users LDAP backend configuration on Config.pm ######################################## # Customer Info from LDAP: ######################################## $Self->{CustomerUser} = { Name => 'Active Directory', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'dc.domain.net', BaseDN => 'dc=domain,dc=net', SSCOPE => 'sub', UserDN => 'adbrowse', UserPw => 'mypassword', }, CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var' ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var' ], ], }; ######################################## # Customer Authentication against LDAP # ######################################## $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'dc.domain.net'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=domain, dc=net'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'adbrowse'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'mypassword'; $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = ''; $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'CN=All Staff,CN=Users,DC=domain,DC=net'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'member'; $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 3268, timeout => 120, async => 0, #version => 3, }; I don't know what I am missing... Do I need somehow to create users in otrs database first? I tried by enabling Database and LDAP bases both, then going to the users webpage and trying creating one user on the database, but when I try to create a user on the Database it says "User already exist". Please help!! Guillermo Vargas-Dellacasa Computer Operations Manager North Hunterdon-Voorhees Regional High School District gvargas-dellacasa(a)nhvweb.net

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Check whether email has been sent/copied to customer
by Adam Knight 05 Aug '09

05 Aug '09

Hi, I have a rule which sets emails from my domain as X-OTRS-FollowUp-SenderType - agent What I would like to do is check whether the email has been sent to the customer. If so then I want to set X-OTRS-FollowUp-ArticleType to email-external and if only sent to peopel within my domain then I want to set X-OTRS-FollowUp-ArticleType to email-internal Has anyone successfully achieved a similar setup in OTRS? 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.

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Creating a template issue
by Carlos Lerzundy 05 Aug '09

05 Aug '09

Hi Everyone, I followed the instructions on this website about creating your own theme http://doc.otrs.org/developer/2.0/en/html/c494.html The thing is that the fist step states that I need to create a new folder inside /html/ but Ubuntu is not letting me do because these folders were created by the owner "www-data". Does anyone knows why and how can I overcome this? Thanks in advance, Carlos

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ITSM module for v.2.4
by support＠sjobeck.com 05 Aug '09

05 Aug '09

Hi, All, I upgraded our 2.3 install, which had the ITSM module installed, to 2.4.0beta3, and now it seems caught in a little bit of a trap between versions. We were just about to start using ITSM 1.2.2 but had not quite yet so this not too big a deal thankfully. I first noticed this situation when checking the "support" module page & it showed me a bunch of errors of files mismatching versions. I see ITSM 1.2.3 out there (FTP site) but it wont install in to this version of beta. I was just curious if any one had a roadmap or a timeline or advice on when & how I can upgrade my way out of this sooner or later. That's all. Thanks so much to the dev's, great stuff, really appreciate it. Jason Sjobeck www.sjobeck.com

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