November 2014 - otrs - OTRS mailing lists

Sending mail issue with Office365
by info stcas 09 Nov '14

09 Nov '14

Dear All, We are using OTRS in our company for supporting customers. Our office mail server is hosted with Microsoft Office 365. I have no problem to receive emails. But while sending email, it always go out from root@localhost instead of expected configured address. I have configured the SMTP setting in SysConfig -> Core::Sendmail. My configurations are as follows. SendmailModule SMTPLS. SendmailModule::Host smtp.office365.com. SendmailModule::Port 25. SendmailModule::AuthUser user(a)domain.com. SendmailModule::AuthPassword MyPassword. Because of this, the notifications are only sending to SPAM folder while system send it to office365 Domains. The OTRS version is 3.3.9. Kindly help to resolve this. Regards Nix STC

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Re: [otrs] [Ticket#2014103183000036] How to disable all unlock timeouts
by Mathias Bräunling 06 Nov '14

06 Nov '14

Hi, 31/10/2014 23:30 - Mike Morris wrote: I want to make sure that no locked ticket is ever unlocked by the system as a result of a timeout - so that only Agent actions can result in an unlock. unlock times of tickets is a queue setting. You define it in minutes. If you set the unlock time to 0 no unlock will happen. The time is just a trigger as to unlock the ticket. The unlocking itself is done via a the job otrs.UnlockTickets.pl (triggered via cron). --Mathias

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Re: [otrs] otrs Digest, Vol 74, Issue 2
by Mike Morris 04 Nov '14

04 Nov '14

>> I want to make sure that no locked ticket is ever unlocked by the >> system as a result of a timeout - so that only Agent actions can >> result in an unlock. >> >> I've searched in SysConfig for every combination of "(un)lock", >> "time(out)" and "auto(matic)" I can think of, and changed several >> settings... but it still keeps happening. >> > Hi Mike, This is regulated per Queue - "Unlock timeout minutes" - "0 = > no unlock" Regards, Fritz Thank you Fritz!!! I knew I'd be embarrassed :-) However, now I wonder if the SysConfig search works as I assumed. So, for my next dumb question: I still cannot get it to come up in the SysConfig search even knowing the exact field title.... is there an index I need to rebuild, or does SysConfig not search Key names, or some other reason I can't find this value ??? Thanks again, MikeM

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IMAP: Can't process mail, email no 1 is empty!
by rajesh kumar 03 Nov '14

03 Nov '14

Hi I am not able to fetchmail the error is "IMAP: Can't process mail, email no 1 is empty!.." some times the error is "Can't create PID PostMasterMailbox, because it's already running" I cleared the running PostMasterMailbox in Mysql Stopped all cron jobs Changed # set binmode # binmode ($Row, ':utf8'); No jobs running for postmastermailbox I restarted the server also, cleared router also. Still my problem is if the mailbox is empty when i click the fetchmail in GUI its telling finished but when any mails are in mailbox its taking long time and ends up with this error Can't process mail, email no 1 is empty! Pls advise ASAP Thanks in advance Rajesh

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Displaying added CI fields
by Gene Matthews 03 Nov '14

03 Nov '14

Hi, We are pretty new to OTRS. We have it installed (ITSM also) in a test environment. I've been importing CIs into the CMDB successfully and have change the 'Computer' class definition to add some new fields. The new fields are being added and my imports are working; when I do an export I see all the data. What I haven't figured out yet is how to get the new fields and their values to display. When I go to the CMDB overview and double click on a 'Computer' CI, I don't see any of the new fields. How can I update this view so that my new fields are displayed? It looks like it is calling something from AgentITSMConfigItemZoom based upon the URL. Should I be looking under Admin in the web interface for this? Thanks, Gene

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How to disable all unlock timeouts
by Mike Morris 03 Nov '14

03 Nov '14

I'm a bit embarrassed that I haven't been able to find all the relevant setting(s) myself but... I haven't :-( I want to make sure that no locked ticket is ever unlocked by the system as a result of a timeout - so that only Agent actions can result in an unlock. I've searched in SysConfig for every combination of "(un)lock", "time(out)" and "auto(matic)" I can think of, and changed several settings... but it still keeps happening. I've played with settings related to Notification of the timeout unlocks etc... but haven't been able to stop the actual unlocking. The undesired event causes an "Agent::LockTimeout" notification. What critical setting am I missing? (fyi, v3.3.6). Thanks, MikeM

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