February 2011 - otrs - OTRS mailing lists

Re: [otrs] Customers Receiving Their Own Updates
by cervin＠intersectconsult.com 12 Feb '11

12 Feb '11

I had not thought about this being a security issue. That actually does make sense -- thank you for pointing that out. I am still comparison shopping for ticketing systems, and RT is next on my list. I really like the web interface for OTRS but I also like the mail handling in RT. Thank you for your help. --Chance -----Original Message----- From: Gerald Young [mailto:crythias@gmail.com] Sent: Friday, February 11, 2011 06:05 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Customers Receiving Their Own Updates The problem is you're working against the intended nature of OTRS by allowing agents to submit via email. This isn't my preference either, but TPTB want agents to work with an iPhone or the web interface and not use email to respond because it's unsafe for whatever reason for agents to answer via email. To a point, I can understand because, with a ticket number *ANYONE* can spoof being an agent... On the one hand, that's true, on another, you've got to consider what the point of the man-in-the-middle attack is intending to do with a request. It also becomes problematic for in-house technical support when agents can be ticket submitters for themselves via email. Disclaimer aside, the next thing is to use postmaster filter to change something about an article that's received by an agent (Match: From: agent email, Set: X-OTRS-ArticleType: something), and use that in your notification (Event). Get a current list of ArticleTypes from Notification(Event). Customers will get notifications from autoresponses but because (if) they won't match the article type in notification (Event), it won't send a second notification. At least, that's the plan. Body and Subject can't be used, because it *might* be possible to spoof or reply-and-spoof by customer. On Fri, Feb 11, 2011 at 8:19 PM, <cervin(a)intersectconsult.com> wrote: Thank you for your response, Gerald. We are using Autoreplies to notify the customer that a ticket has been successfully submitted. But customers also need to receive updates to tickets as we are working on them. Because we would like to perform as much of the support process from our email clients as possible, we need to come up with a way to notify customers of ticket updates. This is why I was looking into the notification section of the config. This allows us to notify customers of new "article" creations. The problem is that customers are notified of 'articles' (ticket updates) that they just created. We would like customers to receive notification of new 'articles' we create on a ticket but need to figure out a method to prevent their own 'article' creations from being sent to them as a notifications (else this will seem very spammy to the customer). It appears to me that if we were using the web interface to communicate with customers, this would not really be an issue as 'event notifications' would not be needed. But the company would like to use an email client as much as possible. Do you know if what I am seeking is even possible without modifying source code? This seems like a function that other support companies would need as well. --Chance -----Original Message----- From: Gerald Young [mailto:crythias@gmail.com] Sent: Friday, February 11, 2011 04:49 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Customers Receiving Their Own Updates Autoreplies "generally" go to the customer, and Notifications "generally" go to agents. On Fri, Feb 11, 2011 at 6:11 PM, Chance Ervin <cervin(a)intersectconsult.com> wrote: OTRS Version: 3.0.5 I have been able to configure much of the OTRS system but I have a nagging issue. When using an email client, both Agents and Customers receive notifications. The issue is that if a customer sends in an update to a ticket, a notification for that same update is then sent back to the customer. While I want the customer to receive updates that Agents create, I do not want them receiving notification back on the update they just created. I have been through several test scenarios with notifications (event) but I cannot seem to get notifications to customers without also sending them their own updates. Am I trying to configure the wrong section of OTRS for this functionality? Or am I just not configuring notifications correctly for this behavior? Thank you, -- Chance Ervin Sr. Systems and Network Engineer --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

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Re: [otrs] Customers Receiving Their Own Updates
by cervin＠intersectconsult.com 12 Feb '11

12 Feb '11

Thank you for your response, Gerald. We are using Autoreplies to notify the customer that a ticket has been successfully submitted. But customers also need to receive updates to tickets as we are working on them. Because we would like to perform as much of the support process from our email clients as possible, we need to come up with a way to notify customers of ticket updates. This is why I was looking into the notification section of the config. This allows us to notify customers of new "article" creations. The problem is that customers are notified of 'articles' (ticket updates) that they just created. We would like customers to receive notification of new 'articles' we create on a ticket but need to figure out a method to prevent their own 'article' creations from being sent to them as a notifications (else this will seem very spammy to the customer). It appears to me that if we were using the web interface to communicate with customers, this would not really be an issue as 'event notifications' would not be needed. But the company would like to use an email client as much as possible. Do you know if what I am seeking is even possible without modifying source code? This seems like a function that other support companies would need as well. --Chance -----Original Message----- From: Gerald Young [mailto:crythias@gmail.com] Sent: Friday, February 11, 2011 04:49 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Customers Receiving Their Own Updates Autoreplies "generally" go to the customer, and Notifications "generally" go to agents. On Fri, Feb 11, 2011 at 6:11 PM, Chance Ervin <cervin(a)intersectconsult.com> wrote: OTRS Version: 3.0.5 I have been able to configure much of the OTRS system but I have a nagging issue. When using an email client, both Agents and Customers receive notifications. The issue is that if a customer sends in an update to a ticket, a notification for that same update is then sent back to the customer. While I want the customer to receive updates that Agents create, I do not want them receiving notification back on the update they just created. I have been through several test scenarios with notifications (event) but I cannot seem to get notifications to customers without also sending them their own updates. Am I trying to configure the wrong section of OTRS for this functionality? Or am I just not configuring notifications correctly for this behavior? Thank you, -- Chance Ervin Sr. Systems and Network Engineer --------------------------------------------------------------------- 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

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How to Reply to a Ticket
by Chance Ervin 12 Feb '11

12 Feb '11

otrs version: 3.0.5 OS: Ubuntu 10.10 I have been able to successfully install ORTS, get to the web interface, and even fetch mail. I am not sure I understand how to reply to a ticket through the web interface, though. I can forward ticket content with the 'forward' button but I see no way to reply to a ticket. I see a -Reply- dropdown just to the right of the 'Print' button but it does not appear to do anything. If someone can point me in the right direction for replying to a ticket through the web interface, it would be much appreciated. I am very new with this software, so I may just be missing something simple. Thank you, -- Chance Ervin Sr. Systems and Network Engineer

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Probles with OTRS
by Michelle Konzack 11 Feb '11

11 Feb '11

Hello, arround two years ago I had already asked this, but now it is more or less urgent. I run IBM eServer with a bunchof Apache VHosts and several customers. With OTRS it is not possibel, to run one VHost and have e.g. three differnt targets like "abuse", "support" and "info" like http://support.customer1.com/abuse/ /info/ /support/ http://support.customer2.com/abuse/ /info/ /support/ ... Also it is not possibel to have more then one customer on a server, because OTRS enforce to use ONE database instead one database per customer and target. Then I modified OTRS to support the two things above, but now I get the hell of mySQL performance and it crash all the time Does someone know a more suitable RequestTracker for this kind of usage? Also it should support PostgreSQL and use PHP5 or PHP6 The servers are IBM eServer x345 with Xeon DualCore 3GHz, 8 GByte memory and 6x 147 GByte U320/15k SCSI Drives (Raid-5 + Hotfix) Thanks, Greetings and nice Day/Evening Michelle Konzack -- ##################### Debian GNU/Linux Consultant ###################### Development of Intranet and Embedded Systems with Debian GNU/Linux itsystems@tdnet France EURL itsystems@tdnet UG (limited liability) Owner Michelle Konzack Owner Michelle Konzack Apt. 917 (homeoffice) 50, rue de Soultz Kinzigstraße 17 67100 Strasbourg/France 77694 Kehl/Germany Tel: +33-6-61925193 mobil Tel: +49-177-9351947 mobil Tel: +33-9-52705884 fix <http://www.itsystems.tamay-dogan.net/> <http://www.flexray4linux.org/> <http://www.debian.tamay-dogan.net/> <http://www.can4linux.org/> Jabber linux4michelle(a)jabber.ccc.de Linux-User #280138 with the Linux Counter, http://counter.li.org/

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View source of e-mail
by Timur I. Bakeyev 11 Feb '11

11 Feb '11

Hi all! I've upgraded my OTRS 2.2 to 3.0.5 and now got puzzled, how in the new interface to get look onto the plain text source of the certain e-mail in the ticket, including all the transition headers? Something like what was known as "Plain text mail view": http://otrs.org/images/screen-3.0/email-plain.png Before there was a link "(plain)" next in the zoom view from where you could get that mail source text. With the new interface with the default settings I don't see anything like this, only RTF view. Can somebody point me how can I get such a view or what modules or options have to be enabled to get it? With regards, Timur Bakeyev.

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REG : Closed Tickets
by vijay dahiya 11 Feb '11

11 Feb '11

Dear All, I am using version 3.0.5 , i closed 1 ticket and after closing if i am doing the search i can view tht ticket and with the other option like close and all . I feel once the ticket is closed other option should not be visible . How can i do that . Please help me sort out this .

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Re: [otrs] Strange redirect from index.pl on apache/freebsd
by Ryan Miguel 11 Feb '11

11 Feb '11

I am far from an expert but I once installed from source and I ran into a bunch of problems with the Perl modules. I will try to give you a few ideas (if you haven't already tried or thought of them). As the error says, it can't locate SOAP/Transport/HTTP.pm, be sure that the includes (use SOAP::whatever) listed in rpc.pl exist and are installed and that your Perl library location is correctly stated in rpc.pl. If you checked the Perl modules by running otrs.checkModules it might be a good idea to use CPAN and double-check/reinstall the specific ones pertaining to SOAP and the dependencies. If everything related to Perl appear to be fine it might be a good idea to run the otrs.SetPermissions.pl script. From there I would double-check the web-server config. I hope I was able to provide you with something useful, - Ryan ---------------------------------------------------------------------- Message: 1 Date: Wed, 09 Feb 2011 15:11:29 +0300 From: "A.Rymkus" <rymkus(a)inbox.ru> Subject: Re: [otrs] Strange redirect from index.pl on apache/freebsd box To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <4D528471.3020205(a)inbox.ru> Content-Type: text/plain; charset="windows-1251"; Format="flowed" 08.02.2011 16:55, A.Rymkus ?????: > Hi everybody! > > I'm using otrs-3.0.5 on FreeBSD 8.0-Stable/Intel > I tested it for some time, all was ok. > But, after installation of General Catalog and ITSM modules > (latest versions from ftp://ftp.otrs.org/pub/otrs/itsm/packages30/) > got strange redirect from index.pl to nowhere. > > HTML content of index.pl's (http://192.168.0.1/otrs/index.pl) output: > document <a href="http://192.168.0.1?RequestedURL=">moved</a> > witout any errors in apache's error logs. > > Trying to open rpc.pl causes error page (500 Internal Server > Error) and that's content about this error from apache's error log: > /[Tue Feb 08 16:50:56 2011] [error] Can't locate > SOAP/Transport/HTTP.pm in @INC (@INC contains: > /usr/local/sbin/../../Kernel/cpan-lib /usr/local/sbin/../.. ../../ > /usr/local/Custom /usr/local/Kernel/cpan-lib /usr/local > /usr/local/otrs/Custom /usr/local/otrs/Kernel/cpan-lib > /usr/local/otrs/ /usr/local/lib/perl5/5.8.9/BSDPAN > /usr/local/lib/perl5/site_perl/5.8.9/mach > /usr/local/lib/perl5/site_perl/5.8.9 /usr/local/lib/perl5/5.8.9/mach > /usr/local/lib/perl5/5.8.9 .) at /usr/local/otrs/bin/cgi-bin/rpc.pl > line 32.\nBEGIN failed--compilation aborted at > /usr/local/otrs/bin/cgi-bin/rpc.pl line 32.\n / > BTW, other packages and pages are working, such as customer.pl, > public.pl(faq.pl) > > I checked out all requested system and perl wide packages, as > described on http://www.freshports.org/devel/otrs/, them are correctly > installed and up to date. > > So, does OTRS system need any SOAP port, like SOAP::Lite? > Or direct me where I have to dig to fix this problem. > > PS: googling doesn't gave me anything interesting =( > > -- > WBR, A.Rymkus > > > --------------------------------------------------------------------- > 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 Hi again! I installed p5-Apache2-SOAP-0.73, p5-SOAP-Lite-0.712_2 and all dependand packages. That removed errors produced by rpc.pl. But index.pl still redirect me nowhere... help me please =\ -- WBR, A.Rymkus

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Re: [otrs] Yet another unbelievable stats request (Ionel GARDAIS)
by Steve Durbin 11 Feb '11

11 Feb '11

Ionel, > Is there a requirement of a minimal MySQL version for it to work ? There shouldn't be a problem. SUBDATE and INNER JOIN have been in since at least 3.23, and these are the only ones that may be a problem. Try running it against your database and tell me what error messages you get! On my DB, with 2.3 million ticket history records and 63,000 tickets, it takes 1.7sec to run. Cheers, -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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Re: [otrs] Yet another unbelievable stats request (Ionel GARDAIS)
by Steve Durbin 10 Feb '11

10 Feb '11

Ionel, This huge bit of SQL (for MySQL) will give you what you want. There's no 'stats' way of doing it I'm aware of. Note that a ticket that was closed then reopened will be counted twice. The result here was: +--------------------+---------+ | Fix Band | Tickets | +--------------------+---------+ | a. 0-4 Hours | 2590 | | b. 4 Hours - 1 Day | 502 | | c. 1 - 8 Days | 657 | | d. >8 days | 180 | +--------------------+---------+ 4 rows in set (1.82 sec) SELECT CASE WHEN (SUBDATE(th.change_time, INTERVAL 4 HOUR) <= t.create_time) THEN 'a. 0-4 Hours' WHEN ((SUBDATE(th.change_time, INTERVAL 1 DAY) <= t.create_time) AND (SUBDATE(th.change_time, INTERVAL 4 HOUR) > t.create_time)) THEN 'b. 4 Hours - 1 Day' WHEN ((SUBDATE(th.change_time, INTERVAL 8 DAY) <= t.create_time) AND (SUBDATE(th.change_time, INTERVAL 1 DAY) > t.create_time)) THEN 'c. 1 - 8 Days' ELSE 'd. >8 days' END as 'Fix Band', COUNT(*) as 'Tickets' FROM ticket AS t INNER JOIN ticket_state s ON t.ticket_state_id = s.id INNER JOIN ticket_state_type st ON s.type_id = st.id and st.name = 'closed' INNER JOIN ticket_history th on t.id = th.ticket_id and th.state_id = t.ticket_state_id INNER JOIN ticket_history_type tht on th.history_type_id = tht.id and tht.name in ('NewTicket','StateUpdate') WHERE t.create_time > SUBDATE(NOW(),INTERVAL 1 MONTH) AND th.change_time is not null GROUP BY CASE WHEN (SUBDATE(th.change_time, INTERVAL 4 HOUR) <= t.create_time) THEN 'a. 0-4 Hours' WHEN ((SUBDATE(th.change_time, INTERVAL 1 DAY) <= t.create_time) AND (SUBDATE(th.change_time, INTERVAL 4 HOUR) > t.create_time)) THEN 'b. 4 Hours - 1 Day' WHEN ((SUBDATE(th.change_time, INTERVAL 8 DAY) <= t.create_time) AND (SUBDATE(th.change_time, INTERVAL 1 DAY) > t.create_time)) THEN 'c. 1 - 8 Days' ELSE 'd. >8 days' END ORDER BY CASE WHEN (SUBDATE(th.change_time, INTERVAL 4 HOUR) <= t.create_time) THEN 'a. 0-4 Hours' WHEN ((SUBDATE(th.change_time, INTERVAL 1 DAY) <= t.create_time) AND (SUBDATE(th.change_time, INTERVAL 4 HOUR) > t.create_time)) THEN 'b. 4 Hours - 1 Day' WHEN ((SUBDATE(th.change_time, INTERVAL 8 DAY) <= t.create_time) AND (SUBDATE(th.change_time, INTERVAL 1 DAY) > t.create_time)) THEN 'c. 1 - 8 Days' ELSE 'd. >8 days' END; -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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Yet another unbelievable stats request
by Ionel GARDAIS 09 Feb '11

09 Feb '11

Hi list, Big heads here are asking the following thing to be retrieved from OTRS : during a determined time-frame, provide a count of the ticket based on the resolution time. More clearly, that is : - for the last month - how many tickets - have been resolved/closed in "0 to 4hours", "4 hours to 1 day", "1 day to 8 days" and "8 days and more". Is it possible to get this stat within the stat module ? Many thanks, Ionel -- Ionel GARDAIS Tech'Advantage CIO - IT Team manager

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