April 2010 - otrs - OTRS mailing lists

OTRS 2.4.7 : .msg files linked in a e-mail becomes two attachments in a ticket
by Martignier, Philippe 26 Apr '10

26 Apr '10

Hi there, I have a strange case, I receive mails with .msg files in attachment. Let's say I have one email with one .msg file it becomes two files in a ticket (attachment). One is text with no formatting, the other one is html (formatted). Any idea how to have only one file? Many thanks, 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.

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Re: [otrs] No notification after creating ticket through web
by Erik van Ast 26 Apr '10

26 Apr '10

Dear mister de Pauw, Thank you for your reply. When I create a ticket from the customer website, the customer can choose in which queue it must be placed. At the moment we have 3 different queues. One "main" queue intended for all tickets to be placed in and 2 "sub" queues under the "main" queue. I want only the administrators to be able to move the tickets from the "main" queue to the "sub" queues. When I ask the customer to send an email to our OTRS system, a ticket is created, and the customer get's an email with the new ticket number and some info. That response comes from an auto response on the "main" queue (call it queue A) and the agent (me) also gets an email, but that email comes from the "notification" (en::Agent::NewTicket). When the customer however creates the ticket from the customer.pl website, it can choose which queue to place it in (I don't want that. How can I set-up that all new tickets from the website are automatically put in the "main" queue?). When it places it in the "main" queue, everything works fine, but if they put it in one of the "sub" queues (call it queue A1), the customer gets an auto response from that queue, but the agent gets no notification email. Does the "en::Agent::NewTicket" notification only work on the "main" queue and not on a "sub" queue? Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, Erik van Ast -----Oorspronkelijk bericht----- Van: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Namens otrs-request(a)otrs.org Verzonden: maandag 26 april 2010 14:00 Aan: otrs(a)otrs.org Onderwerp: otrs Digest, Vol 19, Issue 90 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Sort of ticket : how to identify phone tickets? (Martignier, Philippe) 2. Re: customer ticket question (Arthur de Pauw) 3. Re: No notification after creating ticket through web request (Arthur de Pauw) ---------------------------------------------------------------------- Message: 1 Date: Mon, 26 Apr 2010 11:28:15 +0200 From: "Martignier, Philippe" <philippe.martignier(a)wipo.int> Subject: Re: [otrs] Sort of ticket : how to identify phone tickets? To: "'otrs(a)otrs.org'" <otrs(a)otrs.org> Message-ID: <6F31DC7EBC4465428DB5706F309DBB13065AD0395C(a)ICCV101C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Thanks Anton, But I find that a bit strange, cause it is quite explicit how to create different types of ticket, the stats module should be able to provide this info ... in my point of view .) Cheers Philippe 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. ------------------------------ Message: 2 Date: Mon, 26 Apr 2010 12:04:18 +0200 From: Arthur de Pauw <arthur.depauw(a)gmail.com> Subject: Re: [otrs] customer ticket question To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <r2yeb161f11004260304x25c45cc8x55e620ae635ce781(a)mail.gmail.com> Content-Type: text/plain; charset="windows-1252" Maybe your agents have put the tickets in a queue where the customers don't have access? bests arthur On Fri, Apr 23, 2010 at 4:12 PM, Garren McKelvey <gmckelvey(a)roomlinx.com>wrote: > Hello, > > > > I?m trying to set up the customer login section of OTRS. I have > customer accounts and I can log in with them. My concern is that they > cannot see any agent created tickets. > > > > When agent tickets are made, the customerID code is put into the > ticket automatically, and I have verified that the customerID code > that is created and is accurate to the customer. But when I log in as > the customer I can only see tickets that I created as the customer. Not as the agent. > > > > Does anyone have any idea what I may be doing wrong? > > > > -Garren McKelvey > > --------------------------------------------------------------------- > 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/ > -- cheers, arthur

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Problem sending mail
by Paul Roger 26 Apr '10

26 Apr '10

Hello All, I have this problem sending notifications, I present this error message: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: linux Time: Mon Apr 26 07:17:12 2010 Message: Can't connect to smtp.gmail.com: Operation now in progress! Traceback (1118): Module: Kernel::System::Email::SMTP::Send (v1.25) Line: 92 Module: Kernel::System::Email::Send (v1.64.2.1) Line: 690 Module: Kernel::Modules::AdminEmail::Run (v1.39) Line: 122 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.88) Line: 48 I am for thinking that not a problem of the configuration of OTRS, I think it is problem of Sendmail. I have redhat 5.5. Paul Roger. _________________________________________________________________ Connect to the next generation of MSN Messenger http://imagine-msn.com/messenger/launch80/default.aspx?locale=en-us&source=…

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[Apache error.log] reporting two Apache errors "by default"
by Florian Houel 26 Apr '10

26 Apr '10

hello, just to report two things i've detected on 2.4.7 (tests site, Windows XP on VMWare). I've been looking the Apache part and was surprised to see a large error.log file. Apart from messages coming from various tests, I had a lot of messages like this : · httpd.exe: Could not reliably determine the server's fully qualified domain name, using blablabla and like this : · Use of uninitialized value $_ in -d at C:/PROGRA~1/OTRS/StrawberryPerl/perl/lib/CGI.pm line 4084. The origin for the first one : the "ServerName" is not set in Apache's httpd.conf. Just set it to a FQDN, an IP address or 'localhost' for testing. The second error is explicit. I changed line 4083 in CGI.pm (OTRS\StrawberryPerl\perl\lib), replacing do {$TMPDIRECTORY = $_; last} if -d $_ && -w _; by do {$TMPDIRECTORY = $_; last} if (defined $_) && -d $_ && -w _; Cordialement, Best regards, Florian HOUEL Bâtissons ensemble vos systèmes d'informations . . . 53, Cours Romestang - 38200 VIENNE Tél. : +33 (0)4 74 16 01 63 / +33 (0)6 72 00 16 45 Fax : +33 (0)4 74 16 18 66 http://www.arcanal.com <http://www.arcanal.com/>

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No notification after creating ticket through web request
by Erik van Ast 26 Apr '10

26 Apr '10

Dear all, We have set up OTRS 2.4.7 on Open Suse 11 and everything seems to work fine, except for one thing. When a customer creates a new ticket by sending an email to our OTRS system, the customer gets a confirmation email with the Ticket# and the new ticket is created by the system (we as agents also get an email). When the customer however creates a new ticket by using the customer.pl website, the ticket is created, but the agent and the customer don't receive a notification of the new ticket by email. Does anyone have an idea? Kind regards, Erik

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customer users cant login
by Ryan Miguel 24 Apr '10

24 Apr '10

I am able to see customer users, search for them, add them to tickets and even send e-mails to them but they can't login through the customer.pl page. Whenever customers try to login they receive an error message saying that their username or password has been entered incorrectly. When I look in the OTRS logs I see a message like this: "[Fri Apr 23 16:35:40 2010][Error][Kernel::System::CustomerAuth::LDAP::Auth][220] Search failed! 000004DC: LdapErr: DSID-0C0906DD, comment: In order to perform this operation a successful bind must be completed on the connection., data 0, v1772" I have tried using the sync-ldap2db.pl script because I have read that the user data has to be copied to the MSQL DB for users to be able to login but I am unsure of how I would verify that the data was copied over correctly. I have also read that some people have been able to use some extra settings in their config to copy the data of a first time customer user logging in. My settings are shown below. Any help would be appreciated. Thanks, Ryan ##############config.pm####################### #Enable LDAP authentication for Customers a.k.a non-IT employees $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'server.domain.org'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=users,dc=domain,dc=org'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'sAMAccountName'; #CustomerUser #(customer user database backend and settings) $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => 'server.domain.org', BaseDN => 'OU=staff,DC=domain,DC=org', SSCOPE => 'sub', UserDN =>'domain\otrsagent', UserPw => 'secret', }, # customer unique id CustomerKey => 'sAMAccountName', CustomerID => 'mail', CustomerUserListFields => ['sAMAccountName', 'mail'], CustomerUserSearchFields => ['sAMAccountName','givenname','sn' ], CustomerUserSearchPrefix => '*', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail', 'givenname', 'sn'], CustomerUserNameFields => ['cn', 'sn'], Map => [ # var,frontend,storage,shown,required,storage-type, http-link, readonly [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '',0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '',0], [ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var', '',0], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '',0], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '',0], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '',0], ], }; ###############sync-ldap2db.pl################## my $UidLDAP = 'domain\otrsagent'; my $UidDB = 'otrs'; my %Map = ( # db => ldap email => 'mail', customer_id => 'mail', first_name => 'givenname', last_name => 'sn', pw => 'password', ); my $LDAPHost = 'server.domain.org'; my %LDAPParams = (); my $LDAPBaseDN = 'ou=users,dc=domain,dc=org'; my $LDAPBindDN = 'domain\otrstest'; my $LDAPBindPW = 'secret'; my $LDAPScope = 'sub'; my $LDAPCharset = 'utf-8'; #my $LDAPFilter = ''; my $LDAPFilter = '(ObjectClass=*)'; my $DBCharset = 'iso-8859-1'; my $DBTable = 'customer_user'; ______________________________________________________________________ This email has been scanned by the Rebekah Children's Services Email Security System. **** Confidentiality Notice ***** The information contained in this e-mail, and any attachment, is private and confidential and is the property of Rebekah Children's Services. The information is intended only for the use of the intended recipient. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or taking of any action in reliance on the contents of the information is strictly prohibited. If you have received this e-mail in error, please immediately notify the sender and destroy all copies of the original message. All reasonable precautions have been taken to ensure no viruses are present in this e-mail. We do not accept responsibility for any loss or damage arising from the use of this e-mail or attachments. We recommend that you subject these to your virus checking procedures prior to use. ______________________________________________________________________

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Error: Need TicketID!
by Armando Irazabal 23 Apr '10

23 Apr '10

PROBLEM DESCRIPTION =================== Error: Need TicketID! ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Fri Apr 23 19:14:43 2010 Message: Need TicketID! Traceback (3032): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.232.2.1) Line: 112 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.47) Line: 371 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 852 Module: C:/Program Files/OTRS/OTRS/bin/cgi-bin/customer.pl (v1.42) Line: 48 STEP-BY-STEP DESCRIPTION TO REPRODUCE THE PROBLEM ================================================= 1) Log as a customer 2) new ticket 3) send ACTUAL RESULTS ============== <the actual results> ADDITIONAL INFORMATION ====================== OS: Microsoft Windows 2008 Server hosted on amazon EC2

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Re: [otrs] Multiple LDAP agent backends
by Ruslan 23 Apr '10

23 Apr '10

It's gonna help but: Affter agent auth i need to asign role to agents according AD Group Membership... and there is something about 15 agent roles... --

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Re: [otrs] Multiple LDAP agent backends&In-Reply-To=<4BD16C7D.1000406@bnu.Fr
by Ruslan 23 Apr '10

23 Apr '10

It's gonna help but: Affter agent auth i need to asign role to agents according AD Group Membership... and there is something about 15 agent roles... --

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Significance of OTRS-Roles
by An Me 23 Apr '10

23 Apr '10

Hi All, I am learning the OTRS tool...still I am not understanding the use of 'roles' in the system. If we take the OTRS system there are 2 kinds of users - one the agents who will be answering the tickets & customer users who will bw making/sending these tickets....Can anybody tell the significance of 'roles' with a real life scenario..??? Regards, An

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