November 2011 - otrs - OTRS mailing lists

Drop/Ignore emails with manipulated FROM headers
by Muhammad El-Sergani 14 Nov '11

14 Nov '11

Hi all, I'm sure many of you have encountered this case with some of your customers/vendors/partners. Sometimes when we email a certain customer, their ticketing system sends back an email with a manipulated FROM header, sending back what we originally sent. Let me break this down. Our company is www.example.com. We send an email to www.abc.com. Our sender address is support(a)example.com, and their's is support(a)abc.com. Original email: From: "EXAMPLE SUPPORT" <support(a)example.com> To: "ABC SUPPORT" <support(a)abc.com> Subject: WHATEVER Body: "Bla Bla Bla" Return email (almost instantly): From: "EXAMPLE SUPPORT" <support(a)abc.com> To: "EXAMPLE SUPPORT" <support(a)example.com> Subject: Re:WHATEVER Body: "Bla Bla Bla" Is it possible to drop or ignore this email? In other words, which Postmaster filter should be applied to query for both the name and the address? Thanks //M

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Incident owner option
by Neil Simpson 11 Nov '11

11 Nov '11

Hello, We need a mechanism to assign an incident owner to an OTRS ticket and to assign a date for when customer feedback is required. Both fields must be optional as we are only concerned with using these for cases where customer feedback is required by a certain time. The use case is as follows: (1) Ticket is created and the creator will need to give the next feedback tot he customer by a certain date (like tonight) (2) The creator assigns himself as the incident owner and sets the date to be today (3) Ticket goes to the 3rd level support queue for investigationw (4) At the end of the day, someone in Support runs a query for all trades that require feedback today and reminds the incident owner that he must respond (5) Incident owner sends feedback (or someone else, if the incident owner is not around) (6) The Incident owner adjusts the date on the ticket to the next time that feedback is required (say, tomorrow) (7) Go back to step 4 and loop continuously until the 3rd level team resolve the issue. is there any such feature or must we create our own system to achieve this? thanks Neil

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Customer with multiple IDs (Company tickets) function not wok with LDAP
by Márton Krisztián 11 Nov '11

11 Nov '11

Hi, I would like to use the Customer with multiple IDs (Company tickets) function. I managed to at least a description: http://doc.otrs.org/2.3/en/html/x1638.html I put the config.pm into the LDAP section of the ['UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var','', 0], row, already appear in the second_customer_ids in users manu, but they can't see each other tickets to the company tab. What else should I set? Thank You Krisztian -- Ezen uzenet virusellenorzesen esett at, es virusmentesnek bizonyult.

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Subject size/length
by Sune T. Tougaard 11 Nov '11

11 Nov '11

Hi all, Instead of trying to educate all of my users, I'd like to increase the size of the "Subject" field in the OTRS interface. Meaning: I'd like to make sure that no matter how the ticket is created, I'm able to see the full subject in the agent/customer interface. I think I found some articles for earlier version describing how to create a new theme, I think, to allow for larger subject lengths. I'm guessing I'm missing an option somewhere. Can anyone point me in the right direction? Thanks. -- /Sune T.

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ckeditor fonts
by jp.shi 11 Nov '11

11 Nov '11

Hi, I installed a few fonts those contain Chinese glyphs on linux platform. my question is how can I add these fonts to RichText of ckeditor. Thanks, Mshi

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Notification mails sent with incorrect sender address
by Ralf Hildebrandt 10 Nov '11

10 Nov '11

We have defined (within Framework -> Core): NotificationSenderName = OTRS Benachrichtigung NotificationSenderEmail = otrs@<OTRS_CONFIG_FQDN> Yet notification mails are sent like this: Date: Thu, 3 Nov 2011 10:18:09 +0100 From: OTRS Benachrichtigung <webmaster(a)charite.de> To: ralf.hildebrandt(a)charite.de Subject: [GB-IT#2011110310000112] New ticket notification! (Test der Benachric [...]) X-Mailer: OTRS Mail Service (3.0.11) Is this a known bug? -- 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

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Easily switch user when logged in via Kerberos
by Anselm Strauss 10 Nov '11

10 Nov '11

Hi, is it possible when using single sign on with kerberos that a user can logout and enter username/password to login as a different user? I can also login with LDAP to a Windows AD, as I can with Kerberos. So can OTRS offer a choice on login to either use the current Kerberos credentials from the browser or to enter a username/password for an arbitrary user? Thanks, Anselm

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Lock/Unlock vs Locked/Unlocked
by Juan Manuel Clavero Almirón 09 Nov '11

09 Nov '11

Hello, as I’m customizing OTRS to fit my company, I’ve hit a problem in the use of Lock/Unlock: this words may be noun or verb, but they cannot be adjectives. But they are used as such in the Ticket Information section. Maybe this is not a big difference in German or in English, but in Spanish it’s definitely strange, wrong. I’ve manually changed this lock states in MySQL (otrs.ticket_lock_type), but it starts failing because you can use the method ‘LockLookup’ with ‘LockID’ (which would be the ID in the MySQL table) or with ‘Lock’ (by the name). Here are my questions: a) Is possible to force ‘LockLookup’ only accepting ‘LockID’? Why does OTRS need to know the name of the lock states to find them? b) Is possible to make the distinction between Lock/Unlock and Locked/Unlocked in another way? Juan Clavero Almirón Gestiò d’Identitats, Firma i Custòdia Oficina de Tecnologies, Informació i Comunicacions (OTIC) Servei de Salut de les Illes Balears C/ de les Escoles, s/n - 07181 Bendinat - Mallorca Telf. +34 971.42.65.30

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Help add new fields in agentticketcompose Module
by Oscar Hernandez 08 Nov '11

08 Nov '11

Hello, How can i add fields queue, Sla, type and priority into the agentticketcompose module? Currently I have added the fields in agentticketcompose.pm and agentticketcompose.dtl but not shown on the page html the fields added, I wrote in the forum but have not posted the answer, I have read manual developer 2.4 but do not help me in my problem. Regards.

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(no subject)
by Oscar Hernandez 04 Nov '11

04 Nov '11

Hello, how can i add the queue, Sla, type and priority dropdown field into the agentticketcompose module? Now, I add fields in agentticketcompose.pm but don't display in html Regards

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