January 2010 - otrs - OTRS mailing lists

Questions about PGP and attachments
by David Eitzinger 06 Jan '10

06 Jan '10

Hello ! I just stumpled upon a little problem here: We wanted to use OTRS to send out encrypted Emails to clients - including attachments. To my surprise, the emails are crypted but the attachment is sent as is. Is there an easy way to change this behaviour so the entire message is encrypted ? Also: When receiving encrypted Emails, everything is correctly decrypted. Unfortunately this only works with messages that are entirely encrypted. We sometimes get plain text emails with encrypted attachments. - Those are not decrypted automatically and the attachments have to be downloaded and decrypted offline. If someone has a tip how to change this, that would be great ! Cheers, David

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Re: [otrs] Postmaster Filter - rewrite subject line?
by James Morgan 06 Jan '10

06 Jan '10

Hi Marko, No problem, I've uploaded the script to some hosting for you to download: http://surveys.altonacitytheatre.com.au/rtbridge/rtbridge.zip Cheers, James. -----Original Message----- From: Marko.Erjavec(a)gov.si [mailto:Marko.Erjavec@gov.si] Sent: Monday, 4 January 2010 7:03 AM To: James Morgan; otrs(a)otrs.org Subject: [otrs] Postmaster Filter - rewrite subject line? Hi James, I have the exact same problem that you already solved. I'm some kind of newbe in OTRS and based on your response to Richard, I decided to install OTRS and try the solution. Would you be please so kind and share the solution with this mailing list? Best regards, Marko Hi Richard, I had the same problem when using OTRS against one of our partner's RT systems. Our OTRS email address is actually registered as an agent in RT, so we get a copy of everything noted on tickets, and sent/received from customers. The only problem with this is that they come through with RT's subject line headers, rather than a reference to the OTRS ticket number - since they never actually write directly to OTRS. I wrote a script that the mail gets piped through (from Sendmail) before it gets to the Postmaster script. That script checks the subject line for the RT ticket number and then checks the OTRS ticket table for that RT number in one of the TicketFreeText fields and then if it finds one modifies the subject line to include the ticket number it found that RT number in the TicketFreeText of. If not, it doesn't modify the subject allowing a new ticket to be created. The beauty of this system is that it means I'll only ever have one OTRS ticket per RT ticket. It also seems to handle merged OTRS tickets of multiple RT tickets just fine which is a bonus. While it's at it, it changes the ticket type to customer-email-internal for RT notes and email-external for emails they send out. Pretty cool. I hope this solution might help you get where you want to be. James. -----Original Message----- From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Richard Cross Sent: Thursday, 10 December 2009 10:45 PM To: otrs at otrs.org Subject: [otrs] Postmaster Filter - rewrite subject line? Hi, I have OTRS set up to receive Hyperic HQ email alerts. These work fine, but when I fix something in Hyperic, it sends out a new alert message with the same subject, suffixed with the word "fixed". The problem I have is that, because the subject line is different, OTRS raises a new ticket for what are really just follow-ups. What I would like to do is have OTRS rewrite the subject line to remove the word "fixed", thereby preventing it from creating a new ticket. I tried this in the Postmaster Filter section, but it won't let me select "Subject" in the "Set" section. I know the manual suggests that you can use Kernel::System::PostMaster::Filter::Match to write your own filter rules, but I'm not sure what the supported "Set" key/values are - if they're the same as provided by the UI, then I'll still have the same problem. Can someone suggest a solution? Regards, Richard Cross. --------------------------------------------------------------------- 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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Circumvent the FAQ Article's subject to be appended to the response-email's subject
by Stefan Guha 05 Jan '10

05 Jan '10

Hi! We are using the FAQ module and agents of our OTRS helpdesk use the texts in the FAQ collection in responses to customers. Each time this is done then the subject of the Email is appended by the Title of the FAQ article. Example: 1. Open "Compose answer (email)" Subject will read like Re: [Ticket#1012345] Test Message to Support 2. Click the FAQ button. Popup opens. 3. Select appropriate FAQ article. Say, it's called "Easy Problem, Easy Solution" Hit the button "Done" which will insert the article's text in to the email. 4. The subject of the message will be changed to Re: [Ticket#1012345] Test Message to Support - Easy Problem, Easy Solution Some time now I have spent on looking in the configuration for some switch to turn this off because this behaviour of the software is not needed for us. No success so far. Does someone have a hint on what might be the trick? Thanks Stefan

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ITSMTicketSolutionTimeAverage - solution time pr month
by Hans Petter Holen 05 Jan '10

05 Jan '10

Hi, I have created a solution time report in OTRS:ITSM (OTRS 2.4.4 ITSM 1.3.1) Is there any way to get Ticket Close Time along the X axis rather than the Created Time ? Best Regards, Hans Petter Holen Visma IT

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Customer Users to Groups timeouts
by Kevin O'Connor 05 Jan '10

05 Jan '10

I've used OTRS 2.3 for a while with no issues. I recently upgraded to OTRS 2.4 however, and haven't been able to get Customer Users to Groups mapping to work. This is on a windows 2003 server, and I'm using LDAP integration. Logins work normally, admin users to groups works, Customer Users to Services works, however when I click on "Customer Users < - > Groups", my browser sits there and times out after a few minutes. Right after I click the link, I get the following entry in my OTRS log file: [Tue Jan 5 13:15:23 2010][Error][Kernel::System::CustomerUser::LDAP::CustomerUserList][424] Sizelimit exceeded . This is all very strange because I'm using the same LDAP config portions of Config.pm as I was in the old version of OTRS. I have the old server up to help me with my troubleshooting, and I can click on Customer Users <-> Groups there and get my user list. Has there been some change in the way OTRS queries LDAP that I need to be aware of? Kevin O'Connor Sr. Network Services Administrator Dialogue Marketing 3252 University Drive Auburn Hills, MI 48326 Office/Fax : 248.836.2673 Cell: 248.953.4731 Strengths-Based Leadership Profile: Adaptability, Learner, Input, Intellection, Ideation

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Re: [otrs] Postmaster Cron does not start after reboot
by Gerrit Tamboer 04 Jan '10

04 Jan '10

Try restarting crontab and restarting OTRS... That should do the trick! _____ From: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk] To: User questions and discussions about OTRS. [mailto:otrs@otrs.org] Sent: Mon, 04 Jan 2010 20:50:50 +0100 Subject: Re: [otrs] Postmaster Cron does not start after reboot Thank you. I had just noticed that there were two postmaster_email files in my cron folder. On had a ~ suffix on the end and this one has the */5 cron entry in it. I have deleted that file. Just rebooted and run crontab –u otrs –l and I get: “no crontab for otrs”. OTRS is running but I still need to execute ./Cron sh start otrs From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerrit Tamboer Sent: 04 January 2010 19:39 To: User questions and discussions about OTRS. Subject: Re: [otrs] Postmaster Cron does not start after reboot You can remove it by outcommenting the entry. Just put # in front of the line. # */5 * * * * $HOME/bin/PostMasterMailbox.pl >> dev/null After that restart the OTRS service. That might solve your problem. _____ From: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk] To: User questions and discussions about OTRS. [mailto:otrs@otrs.org] Sent: Mon, 04 Jan 2010 20:36:17 +0100 Subject: Re: [otrs] Postmaster Cron does not start after reboot Thanks for your response. I appear to have two entries in crontab for postmaster_mailbox: */1 * * * * $HOME/bin/PostMasterMailbox.pl >> dev/null */5 * * * * $HOME/bin/PostMasterMailbox.pl >> dev/null Could this be causing the problem? How do I remove the latter entry? Cheers G.O.B. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Gerrit Tamboer Sent: 04 January 2010 17:46 To: User questions and discussions about OTRS. Subject: Re: [otrs] Postmaster Cron does not start after reboot Check the cronjobs. /opt/otrs/var/cron To see if the cron is running: crontab -u -l otrs Good luck. _____ From: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk] To: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk], otrs(a)otrs.org Sent: Mon, 04 Jan 2010 18:40:03 +0100 Subject: [otrs] Postmaster Cron does not start after reboot Hi I am running OTRS 2.4.5 on OpenSUSE 11.1 I have a problem when the server is rebooted after updates. The Postmaster mail account will not fetch email from the configured POP3 account unless I click ‘run now’ or manually execute ./Cron sh start otrs Is there a way for this to automatically start after a reboot? Thanks. _____ This email message has been scanned and delivered safely by Mimecast. _____ _____ Inbound email scanned by Mimecast. _____ _____ This email message has been scanned and delivered safely by Mimecast. _____ _____ Inbound email scanned by Mimecast. _____ _____ This email message has been scanned and delivered safely by Mimecast. _____

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2.4.5. bugs with lock : always locks the ticket
by Martignier, Philippe 04 Jan '10

04 Jan '10

Hi there, I upgrade to the last version 2.4.5 but the bugs for the lock are still there: Bug 1 : owner When we change the owner of a ticket, the ticket is always locked Even if you put No in that parameter: Ticket::Frontend::AgentTicketOwner###RequiredLock ==> to be corrected Bug 2: bulk action Locks all the tickets and no requiredlock for that ==> to be implemented I would like to have some input from OTRS about these two points as it is not the first time I post about these two points. (Ok lets pass this holiday period :) See you next year ! Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int<mailto:Philippe.Martignier@wipo.int> Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Varying reports for solution time escalations. what could be the reason
by Katta, Lokesh Katta Subramanyam 04 Jan '10

04 Jan '10

Hi All, I am facing issues in stats for solution time escalation reports. The statistics for solution time escalations in a specific period is varying when we execute report on different dates. For eg. On a Queue <XYZ> there were 10 solution time escalations for the month of September when the report was executed on October 5th. Again when we ran the same report on October 10th the escalations are 5. What could be the reason? Please help. Thanks and Regards, Lokesh

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Ticket Escalation
by Sourabh Sarwate 04 Jan '10

04 Jan '10

Hi All, In our ticketing system we need to escalate the ticket after a particular time to a different level or queue. I am aware about that if can be achievable by using *GenericAgent job *by using some script or program;But I have some doubt about the ticket 1) How the ticket get store in the OTRS. 2) How OTRS ticket functionality work for the escalation w.r.t. time.( from which tables it picks the time and other things for escalation.) 3) What are the module I have to check for the ecalation. -- Regards, Sourabh Sarwate Mobile No : +91-9948894587

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Clever OTRS =)
by Gazizov Andrey 04 Jan '10

04 Jan '10

Happy New Year dear OTRS users ;-) Under the end of the year I have a following task - it would be great for me that otrs create ticket only in that case if it satisfies to following points: - responsible - theme - freetext fields etc.. I.e. until user will not correctly specify a theme of the ticket or responsible ticket it is not created. It's possible in OTRS? Thanks in advance. -- Best regards, Andrey Gazizov ReTN

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