March 2013 - otrs - OTRS mailing lists

Re: [otrs] Mail fetching
by Steven Carr 14 Mar '13

14 Mar '13

Well it depends on how you are polling for emails, I'll assume you're using POP or IMAP in which case no you don't need to uncomment fetchmail. What happens when you run otrs.PostMasterMailbox.pl manually from the cli (you need to be the OTRS user account when doing this)? And check your cron logs to see if cron is actually starting the otrs.PostMasterMailbox.pl command periodically. Steve On 14 March 2013 07:55, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Hi, > > I have configured Postmaster email and installed cron also. > > > > > > Do i need to uncomment fetchmail lines? > > > > Or as in default > > otrs.PostMasterMailbox.pl will do the job? > > > > Currently the default doesn’t fetch mails. I have to fetch from GUI > manually. > > > > > > Thanks > > Darshak > > > --------------------------------------------------------------------- > 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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Mail fetching
by Darshak Modi 14 Mar '13

14 Mar '13

Hi, I have configured Postmaster email and installed cron also. Do i need to uncomment fetchmail lines? Or as in default otrs.PostMasterMailbox.pl will do the job? Currently the default doesn't fetch mails. I have to fetch from GUI manually. Thanks Darshak

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How show or hide impact & priority fields depending on ticket state
by Antonio Sarmiento 13 Mar '13

13 Mar '13

Hi, I want classified (Impact &priority, dynamic fields, service, and other fields), for new tickets coming from emails, for this reason, I want to do that using AgentTicketNote, but due to internal definitions, priority must be update only by first level or supervisor. But AgentTicketNote is used by all the IT staff, for this I think is possible show or hide impact & priority fields but only for state=new Is possible to do that? I appreciate your help Best regards Antonio Sarmiento

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Re: [otrs] Installing with Apache, Oracle
by Leonardo Certuche 13 Mar '13

13 Mar '13

Hello And what is written on the log when you try to visit http://localhost/otrs/index.pl ? On 12 March 2013 05:57, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Hello,**** > > ** ** > > I am trying to install with Apache, Oracle on linux. **** > > I have included otrs.conf in httpd.conf file.**** > > ** ** > > But I get following error in http log.**** > > ** ** > > Attempt to serve directory: /opt/otrs/bin/cgi-bin/**** > > ** ** > > I am trying to access http://localhist/otrs, but the above error occurs.** > ** > > ** ** > > ** ** > > --------------------------------------------------------------------- > 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] Email CC Field
by Steven Carr 13 Mar '13

13 Mar '13

If the ticket is new then you will need to either dispatch to queue in which case it will go into the queue you specify, or create a postmaster filter rule to look at the CC value and then set the appropriate queue. Steve On 13 March 2013 11:49, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Consuder, The ticket is new only > > I guess for old ticket, it will have ticket id, so it will fetch and add to > that queue only? > > > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Steven Carr > Sent: 13 March 2013 PM 05:20 > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Email CC Field > > You need to enable Ticket -> Core::PostMaster -> > PostmasterFollowUpSearchInReferences > > This will check the email references to see if they match an existing ticket > and then add the email to that ticket. > > Steve > > > > On 13 March 2013 11:37, Darshak Modi <darshak.modi(a)elitecore.com> wrote: >> If email is sent as cc, in which queue it will be sent? >> >> >> >> How will it be checked? ,I guess, here Dispatch by To: will not work. >> >> But will Dispatch by Queue work ? >> >> >> >> >> >> >> --------------------------------------------------------------------- >> 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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Re: [otrs] Email CC Field
by Gerald Young 13 Mar '13

13 Mar '13

Darshak, please take a moment to reflect on the question that you wrote. You would not ask it if you had tried it first. On Mar 13, 2013 7:41 AM, "Darshak Modi" <darshak.modi(a)elitecore.com> wrote: > If email is sent as cc, in which queue it will be sent?**** > > ** ** > > How will it be checked? ,I guess, here Dispatch by To: will not work.*** > * > > But will Dispatch by Queue work ? **** > > ** ** > > ** ** > > --------------------------------------------------------------------- > 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] Email CC Field
by Steven Carr 13 Mar '13

13 Mar '13

You need to enable Ticket -> Core::PostMaster -> PostmasterFollowUpSearchInReferences This will check the email references to see if they match an existing ticket and then add the email to that ticket. Steve On 13 March 2013 11:37, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > If email is sent as cc, in which queue it will be sent? > > > > How will it be checked? ,I guess, here Dispatch by To: will not work. > > But will Dispatch by Queue work ? > > > > > > > --------------------------------------------------------------------- > 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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Email CC Field
by Darshak Modi 13 Mar '13

13 Mar '13

If email is sent as cc, in which queue it will be sent? How will it be checked? ,I guess, here Dispatch by To: will not work. But will Dispatch by Queue work ?

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Auto close child tickets
by Pc Abrantes 12 Mar '13

12 Mar '13

Hello guys, is there any way to close all child tickets when closing a parent one? Yours cordially, -- *Paulo Cesar Abrantes*

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Re: [otrs] Error oracle + otrs
by Gerald Young 12 Mar '13

12 Mar '13

https://www.google.com/search?q=site:forums.otterhub.org+oracle This is what I'm doing. Otherwise, seek paid professional assistance. On Tue, Mar 12, 2013 at 9:35 AM, Darshak Modi <darshak.modi(a)elitecore.com>wrote: > I did installed all said Oracle rpms, installed DBD:Oracle from CPAN using > perl.**** > > Still getting same error. **** > > ** ** > > Any suggestions?**** > > ** ** > > ** ** > > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 12 March 2013 PM 06:07 > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Error oracle + otrs**** > > ** ** > > http://forums.otterhub.org/viewtopic.php?t=10699**** > > ** ** > > On Tue, Mar 12, 2013 at 8:29 AM, Darshak Modi <darshak.modi(a)elitecore.com> > wrote:**** > > Checked**** > > **** > > 1. My directory is pointed to /opt/otrs, which is not empty.**** > > 2. Also had added in ld.so.conf.d the path of oracle lib.**** > > 3. After ldconfig, i got warning but my files are there in lib > folder.**** > > **** > > Dont know how to solve, any other suggestion ???**** > > **** > > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 12 March 2013 PM 05:17**** > > > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Error oracle + otrs**** > > **** > > https://forums.oracle.com/forums/thread.jspa?messageID=9422842**** > > **** > > On Tue, Mar 12, 2013 at 7:39 AM, Darshak Modi <darshak.modi(a)elitecore.com> > wrote:**** > > Yes tried all.**** > > **** > > Like adding LD_LIBRABY_PATH,**** > > Chmod**** > > Chown**** > > **** > > failed: Can't load > '/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/auto/DBD/Oracle/Oracle.so' > for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: > No such file or directory at > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/DynaLoader.pm line 230.\n > at (eval 100) line 3.\nCompilation failed in require at (eval 100) line > 3.\nPerhaps a required shared library or dll isn't installed where > expected\n at /opt/otrs//Kernel/System/DB.pm line 256.\n**** > > **** > > **** > > I have those files also.**** > > #locate libclntsh.so.10.1**** > > /u01/app/product/10.2.0/lib/libclntsh.so.10.1**** > > /u01/app/product/10.2.0/lib32/libclntsh.so.10.1**** > > **** > > **** > > All different tries.. but no success J**** > > **** > > **** > > **** > > *From:* otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf > Of *Gerald Young > *Sent:* 12 March 2013 PM 04:53 > *To:* User questions and discussions about OTRS. > *Subject:* Re: [otrs] Error oracle + otrs**** > > **** > > Did you try to use a popular search engine on the can't load error? **** > > On Mar 12, 2013 7:13 AM, "Darshak Modi" <darshak.modi(a)elitecore.com> > wrote:**** > > Can any one help ?**** > > **** > > **** > > nstall_driver(Oracle) failed: Can't load > '/usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi/auto/DBD/Oracle/Oracle.so' > for module DBD::Oracle: libclntsh.so.10.1: cannot open shared object file: > No such file or directory at > /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi/DynaLoader.pm line 230.\n > at (eval 100) line 3.\nCompilation failed in require at (eval 100) line > 3.\nPerhaps a required shared library or dll isn't installed where > expected\n at /opt/otrs//Kernel/System/DB.pm line 256.\n**** > > **** > > **** > > **** > > I have included ORACLE_HOME in otrs.conf, /etc/profile also.**** > > **** > > **** > > > --------------------------------------------------------------------- > 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**** > > ** ** > > --------------------------------------------------------------------- > 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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