March 2013 - otrs - OTRS mailing lists

dynamic field values in agent notifications
by Isaac Gonzalez 07 Mar '13

07 Mar '13

Greeting OTRS fellow users...I have a dynamic field (just text) that customers are required to fill in in the new ticket interface and it works well...I can see it when I access the ticket in zoom view just fine...but I would like to take this a step further and get that value in the agent notification email... So I tried using <OTRS_TICKET_PhoneNumField> to grab this field from the ticket data in the new ticket notification, but unfortunately its blank when the email arrives... PhoneNumField is my dynamic field key value by the way. Is this even possible....Perhaps not, but would be a nice feature... Otrs 3.1.x is what we are running by the way... Thanks, Isaac

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Migrate
by Luchtman, Kurt 06 Mar '13

06 Mar '13

Does anyone have any tips on how to migrate OTRS 3.1.11 to a new server running 3.2.2-01? Kurt -------------------------------------------- Kurt Luchtman NC FAST Desktop Support Manager 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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GenericAgent
by Yousef Hamad 06 Mar '13

06 Mar '13

Hi, I am given a project to perform, install OTRS,configure SLA,LDAP,Survey and GenericAgent. I had problem in how to configure the Generic Agent to work automatically . Thanks, Yousef Hamad. _______________________________________________________________________________________________________________________________________________________________________________________________________________ This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secured or error-free, as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission. If verification is required please request a hard-copy version. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Employees of Aspire Infotech are expressly required not to make defamatory statements and not to infringe or authorize any infringement of copyright or any other legal right by email communications. Aspire Infotech, 130 Queen Rania Street, PO Box 840098 Amman 11181 Jordan

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Re: [otrs] Ticket update and reply via mail only
by Susan Dittmar 06 Mar '13

06 Mar '13

Darshak Modi schrieb: > The case is > > 1. Customer sends an email to test(a)test.com > 2. Test is alias, so when mail comes, the agents in the alias will get the > mail. And OTRS will also get email. OTRS will update agents that ticket > arrived. > 3. The agent will respond back via email to customer, [may manually add > customer emails,] > 4. The response should reach to customer > 5. The same response[ as it has ticket id], should be updated in OTRS. > 6. If customer responds again [ as it has ticket id], it should get updated > in OTRS and [if has other mail ids, should reach to them also.] This *can* be done without the AddOn. You need to set up fetchmail/procmail to push the mails to test into the correct queue. I never worked with OTRS' fetchmail filters, so I cannot assist there (I use fetchmail/procmail program unter linux). The agents in the "test" group need to have "notification upon new tickets" activated (don't know exact wording as I do use one of the translation modules). In that case they receive a mail with ticket number in header and the customer's words. When the agent answers, he needs to have customer's mail address *and* OTRS's mail address in the to/cc/bcc fields. Ideally the customer should use a mail account with OTRS's mail address as his address, then the customer is not tempted to reply to the agent only. This way the agent's mail, as received by OTRS, will be added to the ticket. Unfortunately it will be added as a customer's follow-up, and notifications will be sent as if a customer sent a follow-up mail. If the customer replies again and uses OTRS's mail address again (see agent's mail client setting, above), then this reply will be added to the ticket as another follow-up, and those agents for whom notification about follow-ups is set will be notified. Hope this helps, Susan

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$HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null]
by Marco Ferreira 06 Mar '13

06 Mar '13

Hi, Curently I have been received this message when run the script otrs.PostMasterMailbox.pl from crontab. Do you have any ideia about this ? I have installed version otrs-3.2.1. Use of uninitialized value in substitution (s///) at /opt/otrs/Kernel/System/EmailParser.pm line 772. Use of uninitialized value in length at /opt/otrs/Kernel/System/EmailParser.pm line 773. Use of uninitialized value in string eq at /opt/otrs/Kernel/System/EmailParser.pm line 777. Thanks in advance, Marco

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Re: [otrs] Ticket update and reply via mail only
by Steven Carr 06 Mar '13

06 Mar '13

The "free" version doesn't support this. Agents have to reply via the web interface. Steve On 6 March 2013 09:34, Darshak Modi <darshak.modi(a)elitecore.com> wrote: > Hi All, > > > > I am looking for system where > > . Customer mails and a ticket is created. [ customer send mail to mail alias > ] > > > > As the mail is to Mail Alias, group member will get it. > > He should also be notified via OTRS for ticket creation. > > The agent will reply to the mail [ received from otrs ,with some ticket id], > via email client, to any clients or others, and the same will be updated in > OTRS. > > > > OTRS will update the same ticket, if it has ticket id , the ticket with that > id will be keep updating. > > > > Here to or cc field can be any, but ticket id will recognize and update same > ticket. > > > > > > Is it possible with OTRS community edition ?? > > > > I see in Feature-ADD Ons , Agent Email Interface, but that is paid version; > > > > Thanks > > > > > --------------------------------------------------------------------- > 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] Ticket update and reply via mail only
by Susan Dittmar 06 Mar '13

06 Mar '13

Darshak Modi schrieb: > If ticket number is kept, then the value in to or cc or bcc field doesn't > make sense, and same ticket is getting updated? Correct. > It will update the ticket and that all updating is kept within OTRS if some > wants to reply/check through web interface right ? Right. Hope that helps, Susan

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Ticket update and reply via mail only
by Darshak Modi 06 Mar '13

06 Mar '13

Hi All, I am looking for system where . Customer mails and a ticket is created. [ customer send mail to mail alias ] As the mail is to Mail Alias, group member will get it. He should also be notified via OTRS for ticket creation. The agent will reply to the mail [ received from otrs ,with some ticket id], via email client, to any clients or others, and the same will be updated in OTRS. OTRS will update the same ticket, if it has ticket id , the ticket with that id will be keep updating. Here to or cc field can be any, but ticket id will recognize and update same ticket. Is it possible with OTRS community edition ?? I see in Feature-ADD Ons , Agent Email Interface, but that is paid version; Thanks

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Merge problem
by Ugo Bellavance 05 Mar '13

05 Mar '13

Hi, I have a problem with merged tickets (http://thread.gmane.org/gmane.comp.otrs.user/35440/) I didn't have much time to investigate the issue until today and I fount interesting log entries. I found out that it had to do with the fact that I renamed the default "Merged" state. When I rename it back to "Merged", I don't get any errors, but when I use another name for it (Fusionné, french translation), I get the errors below. Also, when renamed, the status of the child object remains "Waiting for agent", while when not renamed, the status of the child object is "Merged". I think that I may have the same problem with the "pending auto close" status. I don't have time to test right now and it is not something that we use a lot, but the last time I tested I think it happen something similar (ticket not close, error in the logs). For now I'll just change back the name of my merged status, but I'd be glad if the problem could be fixed. I'm running 3.0.13. Here is the error when we close the parent of a merged ticket when the merge status is not "Merged" ERROR: OTRS-CGI-36 Perl: 5.8.8 OS: linux Time: Tue Mar 5 11:03:44 2013 Message: State 'merged' not found! Traceback (27197): Module: Kernel::System::State::StateGet (v1.48.2.1) Line: 246 Module: Kernel::System::Ticket::TicketStateSet (v1.488.2.21) Line: 5564 Module: Kernel::System::Ticket::StateSet (v1.488.2.21) Line: 8489 Module: Kernel::System::Ticket::TicketMerge (v1.488.2.21) Line: 7179 Module: Kernel::Modules::AgentTicketMerge::Run (v1.53) Line: 219 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.3) Line: 862 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 [Tue Mar 5 11:03:44 2013] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/System/Log.pm line 161. ERROR: OTRS-CGI-36 Perl: 5.8.8 OS: linux Time: Tue Mar 5 11:03:44 2013 Message: Need StateID or State! Traceback (27197): Module: Kernel::System::Ticket::TicketStateSet (v1.488.2.21) Line: 5573 Module: Kernel::System::Ticket::StateSet (v1.488.2.21) Line: 8489 Module: Kernel::System::Ticket::TicketMerge (v1.488.2.21) Line: 7179 Module: Kernel::Modules::AgentTicketMerge::Run (v1.53) Line: 219 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.3) Line: 862 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Thanks -

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OTRS response from same emailid
by Kaushal Shriyan 05 Mar '13

05 Mar '13

Hi, I have a specific issue is that any email response from the OTRS is via a specific emailid "sameemaild(a)domain.com" for all the queues in OTRS. meaning when the recipient receives email it comes from " sameemaild(a)domain.com" Any clue? Regards, Kaushal

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