December 2012 - otrs - OTRS mailing lists

Re: [otrs] Fetching mails from Lotus Domino without POP/IMAP access
by Gabriele D'Andrea 20 Dec '12

20 Dec '12

Thanks everybody for the responses. As I thought, there are no other suitable solutions. Michiel Beijen's suggestion is not allowed by current policies. I'll take a look at LNGS, as Patrick suggested, however I'll try to press for relaxing company policies. I really appreciate your help Regards Gabriele

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Fetching mails from Lotus Domino without POP/IMAP access
by Gabriele D'Andrea 19 Dec '12

19 Dec '12

Hi, I need to configure OTRS for fetching emails from a Lotus Domino server. Unfortunately, the Domino server cannot be configured for use with IMAP or POP3 protocols. Whats' more, even forwarding emails to a different account on another domain is not an option. These limitations depend on severe company policies, that I cannot superseed. Is there a way to allow OTRS fetching mails from Domino, using the native domino protocol? Alternatively, is there some kind of sowtware that can act as a gateway to the domino server? Thank you very much for any kind of support -- Gabriele D'Andrea

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Generic Agent Not Running
by Nick Lapp 15 Dec '12

15 Dec '12

Hello all! I just updated from 3.1.10 to 3.1.12 and for some reason my generic agent jobs stopped running. I did a bit of research and I think I found the issue but am not sure how to resolve it. Below are the commands that I have run and their results: [root@IMESD-OTRS bin]# crontab -l -u root no crontab for root [root@IMESD-OTRS bin]# crontab -l -u otrs no crontab for otrs [root@IMESD-OTRS bin]# ./Cron.sh restart otrs /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $> Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $> Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ no crontab for otrs failed /opt/otrs/bin Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.19 $> Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ "/opt/otrs/var/tmp/otrs-cron-tmp.1748":109: bad minute errors in crontab file, can't install. Failed I also verified the following lines in the generic agent cron files: /opt/otrs/var/cron/generic_agent */20 * * * * $HOME/bin/otrs.GenericAgent.pl >> /dev/null /opt/otrs/var/cron/generic_agent-database */10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null Any help would be much appreciated! Nick

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system monitoring and multiple sources of alarms - regex
by Nico Hoffmann 15 Dec '12

15 Dec '12

Hello List, I have a problem with System Monitoring in OTRS 3.1.11 and multiple sources of alarms. The one source is an Icinga instance and this is working as expected. The other instance is the Hetzner system monitoring available for all root servers, that sends a little bit other notifications like Icinga/Nagios. Here is an example of a notification: ---- Subject: Notification for 5.9.55.176 (irgendwas.bacanol.de<http://irgendwas.bacanol.de>) -> smtp:OK Body: Notification for 5.9.55.176 (irgendwas.bacanol.de<http://irgendwas.bacanol.de>): ==> SMTP <== State is now: OK (17:19h 2012.12.13) State before: ERROR (was 14 minutes) Service params: port=25 Service uptime: 99.96% Check output: > smtp connection works ---- My regex is like the following: FromAddressRegExp: alarmingaddress(a)bacanol.de<mailto:alarmingaddress@bacanol.de>|support(a)hetzner.de<mailto:support@hetzner.de> HostRegExp: \s*Host:\s+(.*)\s*|^Notification.*$(.*)$ ServiceRegExp: \s*Service:\s+(.*)\s*|\s*==>\s+(.*)<==\s* StateRegExp: \s*State:\s+(\S+) ---- Do you have any idea why the system claims that "SystemMonitoring Mail: SystemMonitoring: Could not find host address and/or state in mail => Ignoring"? I tried to test my regex with external sites and perl support, but OTRS seems to treat this maybe different? Thank you and best regards, Nico

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FAQ Search
by Luchtman, Kurt 14 Dec '12

14 Dec '12

How can I make the FAQ search more efficient. Example, 1 FAQ has the keywords of Split Decision date. Now, if I do a search for Split Decision, it will come up. But if I do a search for Split, Decision it won't come up. I need to be able to search using 2 or more keyword variables. I don't mind using Full Text search or Keyword search. Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Lead ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

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New OTRS additional module UserImportExport
by Anna Brakoniecka 14 Dec '12

14 Dec '12

Hello OTRS-Community, beyond the already published OTRS Import-Export-extensions, here you can find the newest free community module: UserImportExport 1.0.0 http://www.cape-it.de/additional-modules.html This module is also available at OPAR: http://opar.perl-services.de/bin/index.cgi/package/author/CAPEIT Kind regards and have a nice weekend. Anna - - - - - - - - - - - - - - - Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier --------------------------------------------------------------------- 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 End of otrs Digest, Vol 51, Issue 9 ***********************************

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using captcha in otrs
by ravi shanker 14 Dec '12

14 Dec '12

hi,ch need info on implementing CAPTCHA in otrs customer registration form to prevent spam users.appreciate any help on this. Ravi Shankar

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Drop down menu
by Luchtman, Kurt 13 Dec '12

13 Dec '12

Hi, I am currently using 3.1.11 on Cent OS system. We have created a Dynamic field for the end users to select a required location that they are in (as they move each week). Sometimes an agent will create a ticket for the user and sometimes that field is wrong. How can I make a Dynamic Field in ticket view to be editable? Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Lead 3724 National Drive #200 Raleigh NC 27612 919-707-4198 ________________________________ Email correspondence to and from this address is subject to the North Carolina Public Records Law and may be disclosed to third parties by an authorized State official. Unauthorized disclosure of juvenile, health, legally privileged, or otherwise confidential information, including confidential information relating to an ongoing State procurement effort, is prohibited by law. If you have received this e-mail in error, please notify the sender immediately and delete all records of this e-mail.

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Link OTRS tickets (or articles) to existing CRM system
by Jean BROW 13 Dec '12

13 Dec '12

Hi all, My challenge is this - We have an existing CRM system. Currently our support agents are copying the ticket ID over to the CRM system every time they receiving an ticket. Anyone have any good idea how I can make the life more easier for my support agents? Thanks.

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Using soap to create faq item from csv file
by Bruno Cardon 13 Dec '12

13 Dec '12

Hi Is there any information available / example on how to create a faq item using the soap interface. We are using otrs 3.1.10 and FAQ 2.1.3 We need to import a external database (csv-file with language- question - solution) into the otrs faq and want to this using php and soap. I find this in faq.pm, but don't know / find where to put the language - question - solution of the faq item =item new() create a faq object use Kernel::Config; use Kernel::System::Encode; use Kernel::System::Log; use Kernel::System::Main; use Kernel::System::DB; use Kernel::System::Time; use Kernel::System::FAQ; my $ConfigObject = Kernel::Config->new(); my $EncodeObject = Kernel::System::Encode->new( ConfigObject => $ConfigObject, ); my $LogObject = Kernel::System::Log->new( ConfigObject => $ConfigObject, ConfigObject => $ConfigObject, ); my $LogObject = Kernel::System::Log->new( ConfigObject => $ConfigObject, EncodeObject => $EncodeObject, ); my $MainObject = Kernel::System::Main->new( ConfigObject => $ConfigObject, EncodeObject => $EncodeObject, LogObject => $LogObject, ); my $TimeObject = Kernel::System::Time->new( ConfigObject => $ConfigObject, LogObject => $LogObject, ); my $DBObject = Kernel::System::DB->new( ConfigObject => $ConfigObject, EncodeObject => $EncodeObject, LogObject => $LogObject, MainObject => $MainObject, ); my $FAQObject = Kernel::System::FAQ->new( ConfigObject => $ConfigObject, EncodeObject => $EncodeObject, LogObject => $LogObject, DBObject => $DBObject, TimeObject => $TimeObject, MainObject => $MainObject, ); =cut

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