April 2010 - otrs - OTRS mailing lists

"Follow up rejected" strange behaviour
by CARNINO Daniele (FIAT ITEM) 15 Apr '10

15 Apr '10

Hello all, I have a bothering problem on all my OTRS servers: when someone other than the original customer replies to a closed ticket in a queue with follow-up set to reject, an automatic response is sent to both the original customer and the person who wrote the rejected follow up. But this response gets never delivered, neither to the original customer, nor to the followupper and an error is logged: Can't send to 'john.doe(a)domain.com'<mailto:'john.doe(a)domain.com'>: 550sorry, I don't accept bounce messages with more than one recipient. Go read RFC2821. (#5.7.1) My question is: why a follow-up-rejected message is treated like a bounce message by the SMTP? There's a way to get the message delivered to both users? Cheers, d. Daniele Carnino Tech. Architecture Specialist @ FIAT ITEM S.p.A. Block 1, 5th Floor, Room 533 Corso Ferrucci, 112/A - 10138 Torino - Italy Phone: +39 011 00 58 107 Mobile: +39 335 635 06 40 Fax: +39 011 00 57 525 SkypeId: cardanico69 P Please consider the environment before printing this mail note

2 1

run bash command and script
by Ayhan Hacıoğlu 15 Apr '10

15 Apr '10

hi all i have one question, how i can run bash command by otrs postmaster filter? thanx

2 1

Sort of ticket : how to identify phone tickets?
by Martignier, Philippe 15 Apr '10

15 Apr '10

Hi there, An important question, is there a way to identify phone tickets against email tickets or automatic tickets generated by incoming emails? I saw nothing Any help very welcomed. Cheers Philippe 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.

2 1

Requests for index.pl fail with error message "Illegal division by zero"
by Marc Belej 15 Apr '10

15 Apr '10

I activated and deactivated the Fontend::NotifyModule##5-Ticket:TicketEscalation module and now OTRS fails with the message Illegal division by zero at ../..//Kernel/System/Ticket.pm line 2103. I have got the system up and running again by commenting lines 2103 to 2107 in /Kernel/System/Ticket.pm which are: #my $Reached # = 100 - ( $WorkingTime / ( $Escalation{ $Map{$Key} . 'Time' } * 60 / 100 ) ); #if ( $Reached >= $Escalation{ $Map{$Key} . 'Notify' } ) { # $Data{ $Map{$Key} . 'TimeNotification' } = 1; #} Any ideas what's gone wrong and how to fix it without cutting out bits of the ticket module? Regards, Marc

1 0

priority update notification
by Ilya Kornev 15 Apr '10

15 Apr '10

Hi, I'm trying to get OTRS send notifications to the ticket owner if the ticket priority has been updated to state 'high' or 'very high' by customers/agents. I played with different settings in the Notifications(event) window, but to no avail. After changing the priority in TicketZoom->Priority by the agent, nothing is sent and I don't see anything like SendAgentNotification in History. Other notifications based on events are being sent perfectly, so the problem is not with the email settings. The only idea I have is that I switched off adding notes as well as other fields in the ViewPriority except selecting the next priority. Maybe the PriorityUpdate notification is triggered only by adding a corresponding note?

1 0

about Notifications
by Jesus Olivan 14 Apr '10

14 Apr '10

hi! i'm new to otrs and i've installed OTRS::ITSM 1.3 with some add-ons. After configure some queues i need otrs to simule next behaviour: - After 30 minutes of opening a ticket, i need otrs to send a notification via email to servicedesk manager now and every 30 mins. only if this ticket remains unassigned. - When ticket is assigned, i need otrs to send email notification after 2 hours of inactivity and every hour if it remains without any activity. - Send an email notification to customer one time every day. I've read otrs admin doc, but i didn't find any way to do exactly this. Can u help me plz? Thanks! Att Jesús Oliván Peracho SERVICE DESK DEPARTMENT Telf. 902 20 22 23 (Opción 1) soporte(a)nexica.com ----------------------------------------------- nexicaº your IT value Oficinas e Internet Data Center: Acero, 30-32, 1º 4ª. 08038 Barcelona Telf. 902 20 22 23 - Fax 93 265 90 31 www.nexica.com<http://www.nexica.com/> Este correo electrónico y cualquier fichero anexo al mismo, contiene información confidencial dirigida exclusivamente a su destinatario o destinatarios. Queda prohibida su divulgación, copia o distribución a terceros sin la previa autorización escrita a Nexica. En el caso de haber recibido este correo electrónico por error, se ruega notifíquese inmediatamente esta circunstancia mediante reenvío a la dirección electrónica del remitente. RESPETEMOS EL MEDIO AMBIENTE: Antes de imprimir este e-mail, piense bien si es necesario hacerlo. El medio ambiente es cosa de todos.

1 0

Users and service
by Ivo Veseli 14 Apr '10

14 Apr '10

Hello, Is it possible to assign a service to an agent(user)? Agents have to create a phone or email tickets, so they have to be able to select a service. Thanks, Iveseli

1 0

Extending functionality
by Rune 'TheFlyingcorpse' Darrud 14 Apr '10

14 Apr '10

Hello, I want to extend a bit to the great functionality already available in OTRS. I have an overview over what I want todo, I want to list the customer info first taken partially from LDAP, then fetch the rest with SOAP as we have a SOAP service with department / phone numbers, etc that is not listed in LDAP. Also fetched with LDAP, is the network information, I want to expand on this and include some checks to this information, including a Java applet(further down the line), for remote control, already have the test code working ;-) . My questions are: For SOAP, how can I make it fetch the missing information, based on what it already knows? I've seen you can have multiple CustomerInfo(max 10), but I didn't get a clear picture on how to add a custom source like a SOAP call would be in place. For the LDAP part, how can I again treat some of the information retrieved, with another custom script that will help ease the initial problem searching. (probably answered by the one above, (-; ) I can easily write these functions in Perl scripts, but how to best incorporate into OTRS is what is bugging me. Where can I best add in these extra features? Do I put them in existing modules or do I put them in other folders and call for them? There was little documentation on how to easily incorporate the necessary customization that my own organization would need as a good deal is in-house made from before. I am sorry if this has been asked before, but my searches came up empty for these ;-) Best Regards, Rune "TheFlyingCorpse" Darrud

1 0

From Suse to Debian
by Adrián Fernández Leiro 14 Apr '10

14 Apr '10

Hi everybody, I'm going to migrate my server from Suse to Debian. I know that Debian has 2.2.7, and I have OTRS 2.4.7 on that Suse Can I just backup the mysql data, export all configuration data (as administrator agent -> admin -> sysconfig -> download all system config changes) and then restore? Thanks in advance. Adrián Fernández Leiro Departamento de Sistemas INVERAVANTE Avda. Linares Rivas 1, Bajo 15005 LA CORUÑA-ESPAÑA Tel. 981 25 74 81 / 981 12 62 29 Fax. 981 25 18 86

4 8

-e: print() on closed filehandle LOG error
by Leonardo Certuche 13 Apr '10

13 Apr '10

Hello there!, We're facing a problem with OTRS that hopefully you'll help us resolving, here is the description: We're running OTRS 2.4.5 on a openSUSE 10.3 (i586). It's been working great since last year but today users started to experience the following weird behavior: Clicking on any button the browser asks to download index.plinstead of resolves it. After restarting the server the error stops occuring but after awhile it happens again. Checking apache logs we find the following error: -e: print() on closed filehandle LOG at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1646. Googling about it I found the following entries which unfortunately did not gave any help: http://lists.otrs.org/pipermail/otrs/2009-May/026413.html http://www.mail-archive.com/otrs@otrs.org/msg23744.html http://www.otrs-forum.de/viewtopic.php?f=31&t=2610&p=10768 Unfortunately I have no idea where to start to look for a solution. Any help is much appreciated. Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

1 0