April 2011 - otrs - OTRS mailing lists

Send an email when i note is add.
by Sebastien Bory 11 Apr '11

11 Apr '11

Dear all, I need to send an email to the customer and Agent, when one agent add an external note for the ticket, to inform them, i do that : Name: Notify new note Destination Group: Agent and customer Event: ArticleCreate Article type: External Note Notification subject: New note Text : You have a new note for the ticket But that not work, I have no mail send Thanks Sébastien Bory

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Notify Customer when ticket is closed
by Sebastien Bory 11 Apr '11

11 Apr '11

Dear All I Want to send an email to the customer when an Agent close the ticket, so I create an event notification when a ticket is close but in the response I want to insert the resolution incident and I dont know the OTRS Notification Tags <OTRS_*> I need to insert in the notification text. Can you help Me Thanks Sébastien Bory

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Themeing the Customer Interface
by Martin Renvoize 11 Apr '11

11 Apr '11

Hi All, I was just wondering if there is a more in depth guide on how to theme an otrs Customer front end. I've tried creating the files as noted in the documentation (http://doc.otrs.org/3.0/en/html/themes.html) ensuring the permissions are all correct on those files.. However I'm really not sure how to activate such themes. What does "Please check the available skins in Frontend::Customer::Skins." actually relate to? how do the files acutaly fit together etc? Google led me to a few other posts on the topic, but none of them have really helped.. I've added a Loader::Customer::Skin###100-themename clause to the Framework.xml and bits but nothing seems to bite? Any hints? Currently running the latest stable release 3.0.6 (having updated it from a 2.4.x install) Cheers -- Martin Renvoize Software Developer, PTFS Europe Ltd Content Management and Library Solutions martin.renvoize(a)ptfs-europe.com skype: Martin Renvoize http://www.ptfs-europe.com

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Edit response header
by Muhammad El-Sergani 10 Apr '11

10 Apr '11

That's just brilliant... no, fantastic! Thanks a zillion.. Worked like a charm! On Saturday, April 9, 2011, Nils Leideck <nils.leideck(a)leidex.net> wrote: > Dear Muhammad, > > $QData{“Cc"} doesn’t seems to be possible, not sure. > > You might try to keep "Ticket::Frontend::ResponseFormat” in its standard configuration and just disable "Ticket::Frontend::Quote”, this will actually result in a more Outlook’ish answer style (TOFU). > > Cheers, Nils > > On 09.04.2011, at 16:51, Muhammad El-Sergani wrote: > >> Thanks Nils, >> >> I need all of the following, if humbly possible: >> • Original From >> • Original To >> • Original Cc >> • Original Date (Long format such as "Thursday, April 07, 2011 11:25 PM" if that's possible) >> • Original Subject >> Thanks a lot in advance!! >> >> Thanks and Best Regards, >> Muhammad El-Sergani. >> >> >> >> On Sat, Apr 9, 2011 at 4:35 PM, Nils Leideck <nils.leideck(a)leidex.net> wrote: >> On 09.04.2011, at 16:26, Muhammad El-Sergani wrote: >> >> > I've been experimenting with the fields, and basically, this is what I've been able to reach: >> > >> > • $QData{"OrigFrom"} -- places the original From part, name and email >> > • $QData{"To"} -- places the current To part, name and email >> > • $QData{"OrigTo"} -- gets nothing... >> > >> > Could anyone help with this please? >> >> What else do you need? >> >> -- >> Nils Leideck >> http://webint.cryptonode.de / a Fractal project >> >> --------------------------------------------------------------------- >> 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 >> > > -- > Nils Leideck > http://webint.cryptonode.de / a Fractal project > > -- Thanks and Best Regards, Muhammad El-Sergani.

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What is FreeText and such
by Muhammad El-Sergani 09 Apr '11

09 Apr '11

Hi all, Can anyone help shed some light as to what exaclty FreeText, and such, are? Thanks and Best Regards, Muhammad El-Sergani.

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Edit response header
by Muhammad El-Sergani 09 Apr '11

09 Apr '11

Hi all, When replying to tickets, using OTRS 3, the system automatically adds: 03/24/2011 18:12 - XYZ wrote: Is there no way to edit this, to include full details, such as those provided when replying using MS Office Outlook for example? Thanks and Best Regards, Muhammad El-Sergani.

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Re: [otrs] Mail download stopped due to Can't create PID PostMasterMailbox Error
by Saurabh Pande 08 Apr '11

08 Apr '11

nope, we are still downloading 15 mails every 10 mins. we are planning to upgrade from 2.4.6 to 3.0.6 in the hope that this may get resolved. if not, we will possibly ditch otrs in favor of "request tracker" any other suggestions? regards, saurabh.p -------- Original Message -------- Subject: Re: [otrs] Mail download stopped due to Can't create PID PostMasterMailbox Error From: Gerald Young <crythias(a)gmail.com> To: saurabh.p(a)directi.com, User questions and discussions about OTRS. <otrs(a)otrs.org> Date: 3/29/11 8:20 PM > any chance you're simply downloading too often/fast? > > On Tue, Mar 29, 2011 at 8:06 AM, Saurabh Pande <saurabh.p(a)directi.com > <mailto:saurabh.p@directi.com>> wrote: > > Unfortunately my moment of triumph was short :( > > >From the second cron run onwards we started seeing the same > errors! Has anyone any suggestions. > > I am going to now stop otrs and mysql, repair db and then restart > services. > > > Regards, > > Saurabh Pande. > > -------- Original Message -------- > Subject: Re: [otrs] Mail download stopped due to Can't create PID > PostMasterMailbox Error > From: Muhammad El-Sergani <msergani(a)gmail.com > <mailto:msergani@gmail.com>> > To: saurabh.p(a)directi.com <mailto:saurabh.p@directi.com>, User > questions and discussions about OTRS. <otrs(a)otrs.org > <mailto:otrs@otrs.org>> > Date: 3/29/11 3:10 PM > > Thanks Saurabh, > > This should come in very handy... thanks for posting the > solution as well. > > Best Regards, > Muhammad El-Sergani. > > > > On Mon, Mar 28, 2011 at 6:55 PM, Saurabh Pande > <saurabh.p(a)directi.com <mailto:saurabh.p@directi.com> > <mailto:saurabh.p@directi.com <mailto:saurabh.p@directi.com>>> > wrote: > > Hi, > > After a lot of searching, I came across > http://lists.otrs.org/pipermail/otrs/2007-May/018895.html and I gave > its instructions a try from SysConfig > Ticket > > Core::PostMaster by > modifying: > > PostMasterMaxEmailSize to 100200 > PostmasterUserID to 2 > > After saving the above changes, mails started downloading as > usual :) > > Hope this helps! > > Regards, > > Saurabh Pande. > > -------- Original Message -------- > Subject: [otrs] Mail download stopped due to Can't create PID > PostMasterMailbox Error > From: Saurabh Pande <saurabh.p(a)directi.com > <mailto:saurabh.p@directi.com> > <mailto:saurabh.p@directi.com <mailto:saurabh.p@directi.com>>> > To: otrs(a)otrs.org <mailto:otrs@otrs.org> > <mailto:otrs@otrs.org <mailto:otrs@otrs.org>> > Date: 3/23/11 9:45 PM > > Hi, > > For some reason mails have stopped downloading in our > OTRS 2.4.6 > installation and we are seeing rows upon rows of similar > error > messages > in System Log: > > Need User or UserID! > Need TicketNumber! > No article found for TicketID 567512! > Can't create PID PostMasterMailbox, because it's already > running > (dev-crm.internal.directi.com/16490 > <http://dev-crm.internal.directi.com/16490> > <http://dev-crm.internal.directi.com/16490>)! > > > Upon researching this a bit, I ran across the following > links: > > http://lists.otrs.org/pipermail/otrs/2009-August/028048.html > http://lists.otrs.org/pipermail/otrs/2009-August/028052.html > > But the above URLs don't present a solution to this > issue. Can > someone > help us to resolve this? > > Regards, > > Saurabh Pande. > > --------------------------------------------------------------------- > 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 > > > --------------------------------------------------------------------- > 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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Problem with FAQ Search
by Laurent MINOST 07 Apr '11

07 Apr '11

Hi, Currently using an heavily modified version of OTRS 2.3.4 here, we will upgrade to 2.4.9 soon (at least I hope ...) and discovered a bug/wrong behaviour within the Search functionnality of FAQ module : Steps to reproduce : - Create a new article and fill Problem or Solution or any textarea field with a text not containing the string 'br' followed by line feed/carriage return. - Do a search with the FAQ module Search functionnality on the expression 'br' (without quotes of course). - You will see that your recently created FAQ article will appear in the results even if it does not match the search because it is not containing the string 'br', the problem is due to the fact that OTRS is saving the FAQ article text as HTML and so HTML tags are saved in the database (which is normal) BUT the search is done with an SQL query on these fields so if you have an HTML tag such as <br /> or <br> or any others that match then your FAQ article will be (*wrongly*) listed in your FAQ search results. This is very annoying if you do some cut/paste operations from shitty HTML generator like Microsoft Word which generates some specific HTML tags which could match a lot of strings ... This is the SQL query sent by OTRS on the database to see which FAQ articles will match : SELECT i.id, count( v.item_id ) as votes, avg( v.rate ) as vrate FROM faq_item i LEFT JOIN faq_voting v ON v.item_id = i.id LEFT JOIN faq_state s ON s.id = i.state_id WHERE ((i.f_number LIKE '%br%' OR i.f_subject LIKE '%br%' OR i.f_keywords LIKE '%br%' OR i.f_field1 LIKE '%br%' OR i.f_field2 LIKE '%br%' OR i.f_field3 LIKE '%br%' OR i.f_field6 LIKE '%br%' ) ) AND s.type_id IN (1, 3, 2) GROUP BY i.id, i.f_subject, i.f_language_id, i.created, i.changed, s.name, v.item_id ORDER BY i.id DESC LIMIT 200 I think that this is a bug and should be corrected, this occurs within OTRS 2.3.x / 2.4.x / 3.0.x, I think that independantly of the OTRS framework/version used all FAQ modules are affected. Anyone who could confirm the behaviour please before submitting it to OTRS bugzilla ? Any thoughts on how to avoid this behaviour would be very appreciate, it currently affects our production system so I 'm searching a way to fix it by myself on 2.3.x/2.4.x as I stongly think a fix will not occurs since the 3.x branch release. Thanks. BR, Laurent

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Answer to all Customers on Ticket merge
by Markus Moj 07 Apr '11

07 Apr '11

Hey, I have a question, is it possible to send the answer on ticket close to all customers of the merged tickets? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 DE-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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REG : Problem in Fetch mail
by vijay dahiya 07 Apr '11

07 Apr '11

Dear All, While trying to fetch mail , i am getting error POP3: Can't process mail, email no 1 is empty! . Sometime it work's fine but sometime it gives this error . Please let me know how to avoid same . Regards Vijay Dahiya

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