August 2009 - otrs - OTRS mailing lists

FAQ: receiving emails through IMAPS
by Mauricio Tavares 03 Aug '09

03 Aug '09

Quick interface question: in the postmaster mail account page (Admin->PostMaster Mail Account), how do you setup an email to receive messages through imaps? From the documentation, I believe it can be done using procmail/formail, but I was wondering if it can be done right from the otrs web interface. I guess what confuses me is that under [Mail Account Management], I can only add a POP3 account. And then, under [Note] there is a form-looking thingie that seems to do what I want but I do not see how can I make anything I enter there be committed/assigned to the user. Am I being clear as stirred mud as usual?

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How to add support for new languages in Spell Checker?
by Mariano Mara 03 Aug '09

03 Aug '09

Hi everyone, I have OTRS 2.4.2 running in a CentOS box and a lot of happy users :) The thing I still haven't found how to do is to replace the default english/german spellcheckers that came with the system. I installed support for spanish/brasilian portuguese in ispell/aspell and I can see them listed if I run aspell dicts. $ aspell dicts en ... es pt pt_BR pt_PT I tried to add them to Defaults.pm (couldn't find an option in Sysconfig), e.g.: $Self->{PreferencesGroups}->{SpellDict} = { Module => 'Kernel::Output::HTML::PreferencesGeneric', Colum => 'Other Options', Label => 'Spelling Dictionary', Desc => 'Select your default spelling dictionary.', Data => { # installed dict catalog (check your insalled catalogues, e. # g. deutsch -=> german!) # dict => frontend (ispell) 'english' => 'English', 'spanish' => 'Spanish', 'portuguese' => 'Portuguese', # dict => frontend (aspell) # 'english' => 'English', # 'german' => 'Deutsch', }, However, the system doesn't show them in the users preferences. Can you guys provide a few pointers to finally configure this? TIA, Mariano.

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"New message!" alert is gone on upgrade from 2.2.4 to 2.4.1
by Christian Meier | Medienzentrum 03 Aug '09

03 Aug '09

Hello, we just upgraded our OTRS from 2.2.4 to 2.4.1. It works fine so far - except we miss the red alert "New message!" in the black subject bar for unseen messages in new and/or existing tickets. We rely on this feature to scan as an agent e.g. "Watched Tickets" for news quickly. I broke down the problem as follows: - the former Kernel/Modules/AgentTicketMailbox.pm is omitted in the latest version of OTRS completely - in revision 1.21 the check for "if ( !$Flag{seen} ) ..." is gone - I suppose this is the source for the feature http://source.otrs.org/viewvc.cgi/otrs/Kernel/Modules/AgentTicketMailbox.pm… Questions: 1. How can we re-activate this nice feature? (maybe we have to patch our OTRS - a pointer to the new according source code is welcome) 2. How is the recommended way in latest OTRS-versions to identify tickets with new messages quickly? Regards, Christian Meier E-Learning-Support TU Dresden

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Update to version 2.3.3 to 2.4
by Rodrigo Correa 03 Aug '09

03 Aug '09

Good morning, I have the version 2.3.3 of OTRS installed and working a long time in my company, I need to upgrade to version 2.4 (most current). What steps do I need to do to upgrade? What file do I need a backup for security? Use Suse Linux and the database in Mysql. Thanks, Rodrigo Corrêa _________________________________________________________________ Deixe suas conversas mais divertidas. Baixe agora mesmo novos emoticons. É grátis! http://specials.br.msn.com/ilovemessenger/pacotes.aspx

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Problem with new features
by Aquiles Cohen 03 Aug '09

03 Aug '09

Hi, i dont sure if i have to post this here i upgraded to otrs 2.4.2 and ITSM 1.3.1. Today i noticed that ticket overview and bulk button has gone from AgentTicketQueue but in AgentTicketLockedView and AgentTicketLockedView is working ok....... any clues?? Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

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richieri has invited you to Spacelocker
by richieri 03 Aug '09

03 Aug '09

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event notifications without real values of "<OTRS_UserFirstname>" or "<OTRS_CUSTOMER_FROM>"
by Tibor Hirner 03 Aug '09

03 Aug '09

Hi all, otrs version 2.4.2, [ Admin-Area ] -> [ Notification (Event) ] if a new created notification text contains variables like "<OTRS_CUSTOMER_SUBJECT[50]>" "<OTRS_UserFirstname>" "<OTRS_CUSTOMER_FROM>" "<OTRS_CUSTOMER_EMAIL[100]>" agents receive notifications without the real values of these variables. It seems like notifications created in the [ Notification (Event) ] menu do not support variables. Notice: former notifications created in the [ Notification ] menu work correctly. Do you even noticed this problem ? Thanks much for any response. Have a fine day. Tibor.

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Help with email configuration and testing
by Eureka63 Bis 03 Aug '09

03 Aug '09

If I run otrs.checkModules I get the list below. Why Net::POP3::SSLWrapper and Net::IMAP::Simple::SSL are missing? >From our postmaster I understand we need SSL over IMAP/POP3 and SMTP. I suppose SSL over POP3 means the OTRS option POP3S. C:\Program Files\OTRS\OTRS\bin>..\..\StrawberryPerl\perl\bin\perl.exe otrs.checkModules o CGI............................ok (v3.42) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.607) o DBD::mysql.....................ok (v4.005) o Digest::MD5....................ok (v2.38) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.821) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07_01) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.63) o Net::POP3......................ok (v2.29) o Net::POP3::SSLWrapper.......not installed! (not required / for SSL connections) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......not installed! (not required / for SSL connections) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.11) o Net::LDAP......................ok (v0.39) 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 (v0.69) o Compress::Zlib..............ok (v2.015) o XML::Parser....................ok (v2.36)

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HELP - Move notification email
by Daniel Tangen - Trigcom AS 03 Aug '09

03 Aug '09

Hi, When I move a ticket into another queue a notification is sent to the customer database email address. Is it possible to change this so that it goes to the sender email address instead? Best Regards DT

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Re. OTRS upgrade 2.3.4 --> 2.4.1 perl error
by Lakshan Fernando. 03 Aug '09

03 Aug '09

Hi, I try to upgrade OTRS 2.3.4 to OTRS 2.4.1, the database upgrade script DBUpdate-to-2.4.mysql.sql run successfully, I use backend DB as oracle 10g r2. but after when i try to run the DBUpdate-to-2.4.pl script as otrs user it gives me perl error, ................. [otrs@otrs scripts]$ ./DBUpdate-to-2.4.pl Start migration of the system... ERROR: Currently you are using Perl, but Perl v5.8.6 is required for technical reasons! In order to use this version of OTRS, you need to have Perl v5.8.6 installed. Otherwise you can also use an older version of OTRS. .............. i have no idea why it gives this because with otrs user when i check the perl version it shows correctly. as follows .............. [otrs@otrs scripts]$ perl -v This is perl, v5.8.6 built for i686-linux Copyright 1987-2004, Larry Wall Perl may be copied only under the terms of either the Artistic License or the GNU General Public License, which may be found in the Perl 5 source kit. Complete documentation for Perl, including FAQ lists, should be found on this system using `man perl' or `perldoc perl'. If you have access to the Internet, point your browser at http://www.perl.org/, the Perl Home Page. .............. does some one has any clue re. this error, how can i solve this and upgrade it to 2.4.1 version. this is sort of argent because my company want's to use the MANAGEMENT DASHBOARD feature very badly. Thanks you Lakshan.

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