April 2013 - otrs - OTRS mailing lists

Event Notifications not working
by Kristofer 06 Apr '13

06 Apr '13

Hello, I am trying to use Event Notifications based on SLA (first response), and they do not seem to be working. I saw references to enabling the job in GenericInterface.pm, but that is not the feature I am after. It appears that feature notifies anyone who has the queue in "My Queues", but I want to set up a custom notification to send an SMS alert to a mobile email address for a specific queue to a specific person. To set it up, I created a new notification using EscalationResponseTimeNotifyBefore, and then EscalationResponseTimeStart, and then both. None of them work. If I simply just change the event to TicketCreate, I get an alert when the ticket is created. My SLA is set up at the Queue level, and I have the notify before set to 80%. I have tried several different times for the SLA (10 minutes, 60 minutes, 120 minutes, etc.). The ticket is escalated in the dashboard view, but the notification never goes out, and I don't see any log entries anywhere as to why it is not getting hit. Am I doing something wrong, or might this be a bug in the Event Notifications?

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OTRS 3.2.3 on CentOS Linux Version 6.4 server edition
by Kaushal Shriyan 06 Apr '13

06 Apr '13

Hi, I am migrating from the current live setup of OTRS Application Version 3.1.7 running on CentOS Linux Version 5.8 server to a new OTRS server running OTRS Application Version 3.2.3 hosted on CentOS 6.4. Any prerequisites i need to take care while migrating from one box to another box? I can think of only backing up MySQL DB otrs and populating the data to the new box. Any thing else to be taken care to carryout the migration without any glitch, please suggest. Regards, Kaushal

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Filtering out undisclosed-recipient/non-addressed spam
by Steven Carr 04 Apr '13

04 Apr '13

Hi list, We have a number of email addresses and email accounts that are pulled into OTRS and we use Postmaster Filters to dispatch the mail to the correct queue. On our public generic addresses (sales@ info@ etc.) we get a lot of spam which doesn't have the To: or CC: address completed (but the Envelope-To contains the actual sales@/info@ address) so OTRS must look at the Envelope-To when looking at the To: value in the Postmaster Filter as these are put into the correct queue. Does anyone know of a combination of Postmaster Filters that I can use to filter this type of email out/drop it into the Postmaster queue, I'd rather do this with OTRS if possible as the mail server is a managed service so I have no admin access for this type of thing. Thanks Steve

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customer not able to create ticket
by Darshak Modi 03 Apr '13

03 Apr '13

Hi, from customer.pl, when customer tries tocreate ticket, nothing happens. No log in Otrs, apache . I created a customer, group, assigned group permission, logged in succesfully via customer.pl, but then nothing happens, once he click on submit. Click, and then goes to same screen of ticket creation. -- Darshak Modi | Elitecore Technologies Telecom Practices- India Office: 079-26405600 | +91-9909008245 Skype: darshakamodi

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Re: [otrs] Security Advisory RSS feed
by Jens Bothe 03 Apr '13

03 Apr '13

Thats a very nice one :-) Perhaps a more generic one could be provided without using yahoo... 2013/4/3 Jens Bothe <jens.oliver.bothe(a)gmail.com> > Thats a very nice one :-) Perhaps a more generic one could be provided > directly... > > > 2013/4/3 Juan Manuel Clavero Almirón <juanm.clavero(a)ibsalut.es> > >> Hi all, >> I needed a way to enter OTRS Security Advisories directly into our OTRS >> system (let's say it's sort of company policy). >> >> To do so, I created a Yahoo Pipe that retrieves the public OTRS feed in >> english, shows only Security Advisories and fills the description with the >> website HTML (this last part is only half true, the data in the description >> doesn't seem valid html, but I'm working on that). Thend I feed this RSS to >> a trigger-action system (like ifttt) to send an email to my company >> security email address of every new rss item. >> >> The Pipe URL is >> http://pipes.yahoo.com/pipes/pipe.info?_id=e87c4a1f0512b6e32468ecc044fed499 >> >> I publish this with the hope that it may help anyone with the same need >> and to get feedback as to what would you do different. >> >> >> Kind regards, >> Juan Clavero >> >> OTRS 3.1 on CentOSLinux [Apache and MySQL ] >> connected to an Active Directory for Agents and Customers. >> >> --------------------------------------------------------------------- >> 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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Second Accounted time entry is not shown in history if it is entered within 2 min
by Schmidpeter, Robert 03 Apr '13

03 Apr '13

Hello, if someone enters his time spent on a ticket two times within about two minutes, the second entry is not shown in the history and also not added to the total time spent. I would like to know whether this is the normal behavior or whether it is a bug which is solved in newer Versions. FYI I am using OTRS 2.4.5 Regards, Robert Schmidpeter Bankhaus August Lenz & Co. AG Mediolanum Banking Group Holbeinstraße 11 - 81679 München Fon +49 89 960 12 - 589 Fax +49 89 960 12 38 - 296 R.Schmidpeter(a)banklenz.de<mailto:R.Schmidpeter@banklenz.de> ______________________________ Bankhaus August Lenz & Co. Aktiengesellschaft, Sitz und Registergericht München (HRB Nr. 143197) - Vorsitzender des Aufsichtsrats: Dr. Claus Helbig - Vorstand: Silvio Cracco (Vorsitzender), Bernhard Lechner, Mirko Siepmann Diese E-Mail enthält vertrauliche und/oder rechtlich geschützte Informationen. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtümlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail sind nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden.

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Security Advisory RSS feed
by Juan Manuel Clavero Almirón 03 Apr '13

03 Apr '13

Hi all, I needed a way to enter OTRS Security Advisories directly into our OTRS system (let's say it's sort of company policy). To do so, I created a Yahoo Pipe that retrieves the public OTRS feed in english, shows only Security Advisories and fills the description with the website HTML (this last part is only half true, the data in the description doesn't seem valid html, but I'm working on that). Thend I feed this RSS to a trigger-action system (like ifttt) to send an email to my company security email address of every new rss item. The Pipe URL is http://pipes.yahoo.com/pipes/pipe.info?_id=e87c4a1f0512b6e32468ecc044fed499 I publish this with the hope that it may help anyone with the same need and to get feedback as to what would you do different. Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an Active Directory for Agents and Customers.

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Can I supress hystorical recording of SendAgentNotification events?
by Bogdan Iosif 02 Apr '13

02 Apr '13

Hi list, Our agents decided to have informal email notifications dispatched to them - configured via Event Notifications - for many types of modifications performed upon a ticket. Since we have many agents and many daily modifications, teach ticket's history looks something like this: - (some normal events occurring when the ticket is created) - many... - many... - many... - many... - many... - many... - ... SendAgentNotification events, one for each agent for whom email was dispatched - (a couple other normal events) - many... - many... - many... - many... - many... - many... - ... SendAgentNotification events, one for each agent for whom email was dispatched - (a couple other normal events) - .... As you can see, the history is ugly because of this multitude of useless (in our case) events. Can the recording in history of SendAgentNotification events be supressed? Do you see a workaround? Thanks, Bogdan

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dynamic field not showing in ticket information
by Darshak Modi 02 Apr '13

02 Apr '13

Hi I have added dynamic fieldin View ticket zoom config. But thats not showing in zoom view. When I click on Dynamic Field tab, and press submit, then only it shows the field? ANy idea? -- Darshak Modi | Elitecore Technologies Telecom Practices- India Office: 079-26405600 | +91-9909008245 Skype: darshakamodi

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getting following error constantly
by Darshak Modi 02 Apr '13

02 Apr '13

[Error][Kernel::System::Ticket::TicketSearch][Line:4192]: The given param 'QueueIDs' is invalid or an empty array reference! Though OTRS is fetching mailsand puts in queues defined. -- Darshak Modi | Elitecore Technologies Telecom Practices- India Office: 079-26405600 | +91-9909008245 Skype: darshakamodi

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