November 2011 - otrs - OTRS mailing lists

Invalid S/MIME signatures
by Jan Behrend 30 Nov '11

30 Nov '11

Hello, in principal all of the S/MIME features work great. One problem I have though, is, that some email clients including thunderbird do not verify the OTRS email signature correctly. Other email clients like sylpheed and alpine show them as correctly verfied signatures. Is this a known problem? Can I fix that by changing the setup somehow? Does anybody else have the same problem? With customers' email clients complaining about invalid OTRS email signatures although they _are_ valid, my guess is, it's better not to sign at all, which is not the idea of S/MIME, either. :-(( Any thoughts, hints? Cheers Jan -- MAX-PLANCK-INSTITUT fuer Radioastronomie Jan Behrend - Rechenzentrum ---------------------------------------- Auf dem Huegel 69, D-53121 Bonn Tel: +49 (228) 525 359, Fax: +49 (228) 525 229 jbehrend(a)mpifr-bonn.mpg.de http://www.mpifr-bonn.mpg.de

1 1

first response
by Karlos Jelez 30 Nov '11

30 Nov '11

Hi all, How I can report the "time of first response" ? I would like to have a table with the headers: Ticket | Created (Timestamp) | First Response (Timestamp) | Time of first response (First response timestamp - Created Timestamp) I am trying using stats but if it is necessary a query can be used. Thanks in advance. Karlos

1 0

error during migration to 3.1
by Marco Vannini 28 Nov '11

28 Nov '11

Hi all, I'm getting this during DBUpdate-to-3.1.pl Migrated 0 articles of 0. done. A field was not correctly migrated: 14 Ticket 873 Found DynamicField value '', expected ''! Step 7 of 22: Verify if ticket data was successfully migrated... done. Some hints on what I have to search in db data ?

2 5

Increase number of lines in Ticket Zoom
by Muhammad El-Sergani 28 Nov '11

28 Nov '11

Hi all, I'm trying to show more lines from an email body in the Ticket Zoom, but no go. Problem is that sometimes we receive very long emails and they're truncated in the zoom, so we have to open up the reply to view it all. Any help? Thanks //M

1 1

Agent::Escalation Usage - Ticket escalation notification/e-mail
by Anant Jain 25 Nov '11

25 Nov '11

Hi, I noticed this Notification in the "Agent Notification" screen of the admin. Can someone help in using this? The end goal is that I (OTRS manager/admin) should receive an e-mail notification for any ticket escalation due to non action/updation by the agents. Thanks, AJ ________________________________ The information contained in this communication is intended solely for the use of the individual or entity to whom it is addressed and others authorized to receive it. It may contain confidential or legally privileged information. If you are not the intended recipient you are hereby notified that any disclosure, copying, distribution or taking any action in reliance on the contents of this information is strictly prohibited and may be unlawful. If you have received this communication in error, please notify us immediately by responding to this email and then delete it from your system. The firm is neither liable for the proper and complete transmission of the information contained in this communication nor for any delay in its receipt.

3 6

Forward entire (almost) ticket
by Sune T. Tougaard 25 Nov '11

25 Nov '11

Hi all, I've been asked if it's possible to forward an entire ticket, including notes (perhaps only external) out of the OTRS system. For example, if a helpdesk person have had some technical e-mail correspondence with a customer (10-15 e-mails back and forth, not necessarily in that order), then been doing some researching on his own (troubleshooting, googling), putting all his findings in notes on the ticket. Then it turns out that a 3'rd party (not using OTRS) will have to investigate further. How do I get all the valuable work that my helpdesk agent has put into the mail correspondence AND notes out of the OTRS system to the 3'rd party, besides copy-pasting a lot? I can print the entire ticket to a pdf, but that's also a bit convoluted. At first, I was simply looking for a "forward" button on the last entry in the article list, but the forward function isn't available on notes, and even if it was, it doesn't look like notes are being forwarded at all. Also, if any attachments we made in the process, I guess they would be needed as well. Is there a way to enable this functionality or am I simply missing something? Thanks a lot. -- /Sune T.

2 1

UPGRADING typo
by Marco Vannini 25 Nov '11

25 Nov '11

Sorry ... posted in OTRS:ITSM... my apologize MV ---------- Forwarded message ---------- From: Marco Vannini <marco.vannini(a)gmail.com> Date: Fri, Nov 25, 2011 at 1:41 PM Subject: UPGRADING typo To: "OTRS::ITSM User questions and discussions" <itsm(a)otrs.org> Hi all, Tryed now rpm upgrade for fedora to 3.1 Reading the UPGRADING there is DATABASE MIGRATION SCRIPT ========================= shell> cat scripts/DBUpdate-to-3.1.pl that should be DATABASE MIGRATION SCRIPT ========================= shell> scripts/DBUpdate-to-3.1.pl or I'm wrong ? Thank you and cheers ! MV

2 1

Show email address AND realname instead of realname only
by Ralf Hildebrandt 24 Nov '11

24 Nov '11

When looking at a ticket, I'm seeing: From: Bessert, Jan To: VPN-Administrator, Mallach, Michael Cc: Lizenzmanagement (lizenzmanagement(a)charite.de) Attachment: smime.p7s , 5.6 KBytes Can I make OTRS show me the sender's email address instead of just his realname? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

3 5

Response
by Jean BROW 23 Nov '11

23 Nov '11

Hi all, In a response template I want it to be like this: Dear customer, We confirm that you have been deleted DD.MM.YYY at 19:01 time. What can I use on the template to get this? Anyone know?

2 1

gender specific salutation possible?
by Ralf Hildebrandt 23 Nov '11

23 Nov '11

We're using OTRS 3.0.11. We'd like to know if it's possible to make the the salutation gender specific: Currently we use: $QData{"Salutation"} which results in Sehr geehrte(r) Böcke Thomas, Our LDAP server does indeed contain gender attributes. Is there a way of using a proper salutation depending on the gender retrieved from LDAP? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

3 3