February 2010 - otrs - OTRS mailing lists

[OTRS] Junk Mail
by Anil Jethiji 10 Feb '10

10 Feb '10

Is there any way in which I can use the 'Outlook style' of filtering Junk Emails? So, I want to remove/move to a junk queue, any mail that has a certain word in the subject or body? Thanks. --- Anil Jethiji, Senior Data Centre Technician, IFL Email: anil.jethiji(a)internetf.co.uk T: 0845 126 1616 F: 0845 126 1617 D: 0161 850 0471 M: 0782 35 36 398 www.internetf.co.uk ~~ Business Class Data Centres ~~ IFL is a trading name of Internet Facilitators Limited. Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN. Registered in England. Company No. 3342636

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Re: [otrs] Spanish Charset problems
by magicboiz 10 Feb '10

10 Feb '10

I don't understand....the client is the perl dbi interface used by otrs code....... isn't it? look at this pls: http://www.dev411.com/blog/2006/10/02/perl-mysql-and-utf-8 On Martes 09 Febrero 2010 23:40:34 Nils Leideck - ITSM escribió: > HI, > > On 09.02.2010, at 07:45, magicboiz wrote: > > | character_set_client | latin1 | > > | character_set_connection | latin1 | > > | character_set_database | utf8 | > > | character_set_filesystem | binary | > > | character_set_results | latin1 | > > | character_set_server | latin1 | > > | character_set_system | utf8 > > > > the client i use is this: > > > > otrs-server:~# mysql -h localhost -p > > you shold make sure that your MySQL connection is in utf-8 as well. > This is for most systems the default when using MySQL Server 5.x > Ask your DBMA or consult the MySQL Documentation please. > You shold find most of the configuration in your my.cnf file ... mostly > located in /etc/ or /etc/mysql/ > > Nils Leideck

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basic use of otrs
by Bucke D.J. 10 Feb '10

10 Feb '10

Hi Apologies if these questions are obvious but.... We are trying to setup OTRS for use for the first time and need a bit of guidance. Basically under what circumstances would you use the dashboard. >From what I can see the best way to use OTRS is to use the queue view status which show all incoming mail. Is that the way most others use it or do people take advantage of the dashboard? Am also trying to work out what the relationship is between the ticket states new and open. Can anyone explain this? Does anyone have access to a guide which might explain the basics? Have searched the internet and the mailings but cant find anything Hope someone can help Thanks Dave Bucke

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Default Ticket state after Agent Response
by Constantinos Giatras 10 Feb '10

10 Feb '10

For some reason after an Agent responds to a New ticket, the default "Next State" is always Closed. What config option is used to change what the default state is? thanks, kosta

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Transfer ticket to a mailing list
by Guillaume Rehm 09 Feb '10

09 Feb '10

Hi list, Is it possible to transfer in real time all tickets moved into a specific queue to a mailing list (or a simple mail address) ?? I wouldn't like to use transfer link into ticket zoom but I would like to use the move to specific queue dropdown list function. Is it possible ? And how ? I don't have any Agent account with this email address ! Thanks in advance for your help. -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Re: [otrs] OTRS not automatically polling for new mail
by Chris Johnson 09 Feb '10

09 Feb '10

Ah, the crontab for the user otrs was cleared out. I su'd to otrs and ran Cron.sh start and that seems to have fixed this. Thanks for looking into it! Chris From: Chris Johnson Sent: Tuesday, February 09, 2010 1:24 PM To: User questions and discussions about OTRS. Subject: RE: [otrs] OTRS not automatically polling for new mail This is what I get when I hit the "Run Now", it grabs the mail, and creates a ticket and sends out the notifications to the agents... however, it's just not doing it every minute or whatever it is supposed to do it. As you can see, I sent in an email, forced a "Run Now" and it worked just fine. It's just not automagically polling. Chris Time Priority Facility Message Tue Feb 9 05:19:27 2010 notice OTRS-CGI-11 IMAP: Fetched 1 email(s) from tsi/mail.tgusa.com. Tue Feb 9 05:19:27 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'ecarson(a)tgusa.com'. Tue Feb 9 05:19:27 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'byu(a)tgusa.com'. Tue Feb 9 05:19:27 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'kmccabe(a)tgusa.com'. Tue Feb 9 05:19:26 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'kberdine(a)tgusa.com'. Tue Feb 9 05:19:26 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'ycisneros(a)tgusa.com'. Tue Feb 9 05:19:26 2010 notice OTRS-CGI-11 Sent agent 'NewTicket' notification to 'cjohnson(a)tgusa.com'. Tue Feb 9 05:19:25 2010 notice OTRS-CGI-11 Sent auto response (SendAutoReply) for Ticket [2010020911000021] (TicketID=127, ArticleID=457) to 'Chris Johnson <cjohnson(a)tgusa.com>'. Tue Feb 9 05:19:25 2010 notice OTRS-CGI-11 Sent email to 'Chris Johnson <cjohnson(a)tgusa.com>' from 'Technical Support Inbox <tsi(a)tgusa.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2010020911000021] RE: testing 2; Tue Feb 9 05:19:25 2010 notice OTRS-CGI-11 New Ticket [2010020911000021/testing 2] created (TicketID=127,Queue=Service,Priority=3 normal,State=new) Tue Feb 9 05:19:25 2010 notice OTRS-CGI-11 Take UserCustomerID (cjohnson(a)tgusa.com) from customer source backend based on (cjohnson(a)tgusa.com) Tue Feb 9 05:19:25 2010 notice OTRS-CGI-11 Take UserLogin (cjohnson) from customer source backend based on (cjohnson(a)tgusa.com) From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Holder Sent: Tuesday, February 09, 2010 3:10 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS not automatically polling for new mail Hi Chris, What is displayed in your system log? try and run the postmaster mail account (press the "x" underneath "Run Now") and check the log to see what's happening, this will give us more information to resolve the issue. Thanks, On Tue, Feb 9, 2010 at 12:29 AM, Chris Johnson wrote: Greetings, I believe that in trying to set up a Customer LDAP and Database data stores that OTRS may have gotten 'confused'. I pulled the offending configuration, and OTRS seemed to behave properly again, however, it is now not polling for new mails in my IMAP accounts. What may be the cause of this? How do I remedy this? Thanks, --------------------------------------------------------------------- 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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customer database and LDAP
by Chris Johnson 09 Feb '10

09 Feb '10

Greetings, I'm using OTRS 2.4.5 and I'm trying to figure out if I can configure both LDAP lookups and have the OTRS built in customer database be searched for customer information in tickets. I found a document stating that it could be done in 2.3, and here's the URL: http://doc.otrs.org/2.3/en/html/x1638.html however, I don't see mention of it in the 2.4.5 documentation. Is this valid on both? Thanks, Chris Johnson IT Manager Technogym USA 830 4th Ave South, Suite 300 | Seattle, WA 98134 Toll Free: (800) 804-0952 x 332 | Phone: (206) 623-1488 x 332 Mobile: (206) 245-6648 | Fax: (206) 623-1898 Email: cjohnson(a)technogymusa.com | www.technogymusa.com<http://www.technogymusa.com/> [cid:image9a91cc.jpg@0da9a6e2.b0da4929] Please visit our website for information on our Wellness Solutions at http://www.technogymusa.com<http://www.technogymusa.com/> Disclaimer: This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented are solely those of the author and do not necessarily represent those of the company.

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Require "Customer ID" on a New E-mail or Phone Ticket
by Tim Seeman 09 Feb '10

09 Feb '10

Hello all, I'm wondering if there's a way to make "CustomerID" a mandatory requirement before saving/creating a new ticket. I've searched and found that some people have had the same question, however I haven't been able to find the answer. Any help would be appreciated...Thanks! Regards, Tim Seeman

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OTRS not automatically polling for new mail
by Chris Johnson 09 Feb '10

09 Feb '10

Greetings, I believe that in trying to set up a Customer LDAP and Database data stores that OTRS may have gotten 'confused'. I pulled the offending configuration, and OTRS seemed to behave properly again, however, it is now not polling for new mails in my IMAP accounts. What may be the cause of this? How do I remedy this? Thanks,

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Re: [otrs] Displaying Full Ticket State in Ticket Zoom
by J N 09 Feb '10

09 Feb '10

This is just a tip in case anyone is trying to figure it out. On the ticket zoom, there is a section to the right in gray that displays several bits of information about the current ticket (state, child tickets, queue, etc). My users really got tired of seeing only the partial text of the actual State and then having to wait for the alt text to pop up. Only 18 characters are shown by default. To fix this the quick and dirty way (will be overwritten by future updates - so not recommended). 1. Edit /opt/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl 2. Change this line : <div title="$Quote{"$Text{"$Data{"State"}"}"}">$Quote{"$Text{"$Data{"State"}"}","18"}</div> To: <div title="$Quote{"$Text{"$Data{"State"}"}"}">$Quote{"$Text{"$Data{"State"}"}",}</div> Of course, if you want to do this the correct way, you will need to copy the AgentTicketZoom.dtl file to your on template directory and edit the file inside that directory. I hope this helps someone. Justin Noel Calendee LLC <http://www.calendee.com/>

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