April 2014 - otrs - OTRS mailing lists

Re: [otrs] Can send but cannot recieve mail.
by "LQ Marshall" 29 Apr '14

29 Apr '14

POP3 is not an outbound protocol and doesn't operate on tcp/25. Further, IF I understand your inquiry OTRS doesn't operate the way you are attempting to use it. Lawrence ----- Original Message ----- From: Cyril Thomas Jones <cyrijthomas2005(a)gmail.com> To: otrs(a)otrs.org Sent: 04/26/2014 8:06 Subject: [otrs] Can send but cannot recieve mail. I can send mail to any of my workmate through otrs but cant recieve mail in the otrs 3.3.6. I am using POP3 with outbound and inbound both set to port 25. my outlook is showing me that the message is sent. --------------------------------------------------------------------- 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] Can send but cannot receive mail.
by David Boyes 27 Apr '14

27 Apr '14

Thanks, but this is where I believe my problem is [From Otrs Portal: If you cannot use mail accounts to get the email into OTRS, the command line program bin/otrs.PostMaster.pl<http://otrs.PostMaster.pl> might be a way around the problem. It takes the mails via STDIN and pipes them directly into OTRS. That means email will be available in your OTRS system if the MDA (mail delivery agent, e.g. procmail) executes this program]. To test bin/otrs.PostMaster.pl<http://otrs.PostMaster.pl> without an MDA, execute the command of the following script. linux:/opt/otrs# cd bin linux:/opt/otrs/bin# cat ../doc/sample_mails/test-email-1.box | ./otrs.PostMaster.pl<http://otrs.PostMaster.pl> linux:/opt/otrs/bin# I want you please better explain with steps how can i solve this mail problem considering bin/otrs.PostMaster.pl<http://otrs.PostMaster.pl>. Note that i working in windows 7 not linux and runnuing Otrs 3.3.6. You cannot use this solution on your Windows box. It relies on the mail system executing the PostMaster.pl Perl script when delivering the message. You don’t have the capability to implement this on your Windows system, since apparently you don’t control the mail system delivering the messages to your POP mailbox and your Win7 system doesn’t have the capability to receive mail directly. (Also note that Win7 is a *single-user* desktop operating system; it’s not designed for the purpose of running services accessed by other people. Even if you DO get this working, it’s not going to be particularly reliable or usable. ) I’ll cut you some slack for being new to the professional IT world, but there’s some basic stuff that you need to learn to do to survive out here in the Real World. One is step-by-step problem analysis and diagnostics. Your university clearly failed you miserably here. If I were you, I’d be annoyed at that failure. Beyond what Gerald already suggested (particularly the Read The Fine Manual step), take a step back and look at the problem. First, visualize what you’re trying to do: configure OTRS to pull messages from a remote mailbox server – essentially to act like any other POP client interacting with a mail server run by someone else. First thing to do: open a text editor or MS Word and step-by-step, record what you typed and what the system responded. Screen shots are good. Second is take 5 minutes to write down what your understanding of the problem is and what you think is actually happening in text form – like you would explain it to your mother. You’ll understand it better if you do it in plain text in complete sentences. Third, you need to look up the protocols that you’re trying to use and understand at least the basics of what they do and are intended to provide. Without that research step, you won’t ever understand how this is SUPPOSED to work, and you won’t get any further. You get that from the protocol docs and from the manuals that come with your product. Write that understanding in your text file too – it’s going to make your life easier if all this is in one place. Draw yourself a picture of how you think it should work. So, with that in mind: OTRS gets incoming messages either by direct execution of the PostMaster.pl script when the message is delivered, or by polling a remote mail server periodically via POP or IMAP. You can’t use the direct execution model because you don’t control the mail system delivering the message, so you have to use the polling method. There are two tasks here, transmitting messages outbound via SMTP, and receiving inbound messages via POP. You’ve told us that you can send outbound messages, which implies that the SMTP component is working. OK, don’t mess with that part. That means that the problem exists in the POP3 configuration. As again, Gerald already pointed out, POP != SMTP. Those services do not run on the same TCP ports (POP3 runs on port 110) and they do two completely different things. If you have the POP client (your OTRS system) configured to connect to port 25 (the SMTP port), it will NEVER WORK. It’s like asking for a Irish stout beer in Philadelphia using the Urdu language. SMTP doesn’t understand the same commands as POP. Wrong place, wrong language. Next, can your Windows box connect to the POP server? Make sure the OTRS POP client is configured for port 110, the POP3 service port on your mailbox server (the machine that gets your mail). If you do have the OTRS POP3 client configured to use port 110, then the next step is to check whether the userid and pw you are using is correct for the POP3 server you are trying to connect to. If not, it will NEVER WORK. You can test this using telnet from your Windows machine: “telnet pop3.server.host 110” and using USER “youruserid” and PASS “your password” (without the double quotes, and using your userid and pw in place of youruserid and yourpassword). If you get OK as a response, then move on. Make sure the OTRS POP client has that userid/pw information. If that works, then you should be able to run Postmaster.pl manually and see mail come in. If it doesn’t, then ONCE YOU’VE TRIED THESE STEPS, describe to us exactly what you typed and what you saw – post your text file. We can’t see what you see, and thus can’t know what you’ve tried. Then we have some basis to continue. One other thing you should know is that this mailing list is people spending their free time trying to help you solve your problem. If you want someone to lead you by the hand on your schedule with your goals in mind, you should buy some consulting time from someone – the basic presumption here is that 1) you’ve tried stuff on your own, 2) you can describe what you’ve already tried coherently (see text editor idea above) and 3) that you have some idea what you expect it SHOULD do. We know that #1 occurred, now we’re asking you to work on #2 and #3.

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Can send but cannot recieve mail.
by Cyril Thomas Jones 26 Apr '14

26 Apr '14

I can send mail to any of my workmate through otrs but cant recieve mail in the otrs 3.3.6. I am using POP3 with outbound and inbound both set to port 25. my outlook is showing me that the message is sent.

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Client includes multiple queue email addresses in email; only goes to one
by Leah Kelly 25 Apr '14

25 Apr '14

A client emailed me specifically and not her Account Manager - when I didn’t respond, she then emailed me again, along with three other people within the company (and whose emails go directly into OTRS). The second email only when into my queue and attached to the original email. It didn’t go into the three other queues. Can we make OTRS create a new ticket for each queue emailed? Thanks, Leah

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Ticket subject
by André Cavalcante 24 Apr '14

24 Apr '14

Hi there, I'd like to insert the ticket subject in the Survey message. I was able to insert the ticket number, but not the subject. I've tried <OTRS_CUSTOMER_SUBJECT> but it didn't work. Any idea? Caro(a) usuário(a), Como você foi atendido? Avalie a qualidade do atendimento. Chamado #<OTRS_TICKET_TicketNumber> - Por favor, nos ajude a melhorar nossos serviços, responda à pesquisa de satisfação disponível no link abaixo: http://centraldeservicos.tre-ba.jus.br/otrs/public.pl?Action=PublicSurvey;P… <OTRS_PublicSurveyKey> Sua opinião é muito importante! Equipe de Suporte -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

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Dashboard new collumn
by André Cavalcante 24 Apr '14

24 Apr '14

Hi there, During LDAP integration with OTRS, we have mapped CustomerIDs (OTRS) = department (LDAP), but it brings no value to the column I've added to the dashboard. Do I need to alter any .pm ou .dtl file? Dashboard shows only data related to the ticket. -- *André Luiz *

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OTRS installation problem with mod_perl
by Robert Bunker 24 Apr '14

24 Apr '14

Any advice would be appreciated, thank you. Context: OTRS 3.3.6 installation from source: https://otrs.github.io/doc/manual/admin/3.3/en/html/manual-installation-of-… Installing on an AWS server: Amazon Linux AMI (PV) 2014.03.1 - ami-fb8e9292 (64-bit) Problem: "Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl" is failing when executing in /etc/httpd/conf.d/otrs.conf Please note the line numbers referenced for some of the files may be off due to some debugging code I had added. From: /var/log/httpd/error_log [Thu Apr 24 13:50:45.854980 2014] [perl:error] [pid 2602] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 181. BEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 181. Compilation failed in require at /opt/otrs//Kernel/Config/Defaults.pm line 29. BEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Defaults.pm line 29. Compilation failed in require at (eval 7) line 2. ...propagated at /usr/share/perl5/base.pm line 84. BEGIN failed--compilation aborted at /opt/otrs//Kernel/Config.pm line 99. Compilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 69. BEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 69. Compilation failed in require at (eval 2) line 1. [Thu Apr 24 13:50:45.855024 2014] [perl:error] [pid 2602] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server ip-XX-XXX-XX-XXX.ec2.internal:0, exiting... From: stacktrace code inserted into /usr/share/perl5/FindBin.pm Trace begun at /usr/share/perl5/FindBin.pm line 113 FindBin::init at /usr/share/perl5/FindBin.pm line 181 FindBin::BEGIN at /usr/share/perl5/FindBin.pm line 181 eval {...} at /usr/share/perl5/FindBin.pm line 181 require FindBin.pm at /opt/otrs/Kernel/Config/Defaults.pm line 29 Kernel::Config::Defaults::BEGIN at /usr/share/perl5/FindBin.pm line 181 eval {...} at /usr/share/perl5/FindBin.pm line 181 require Kernel/Config/Defaults.pm at (eval 7) line 2 eval 'require Kernel::Config::Defaults ;' at /usr/share/perl5/base.pm line 81 base::import('base', 'Kernel::Config::Defaults') called at /opt/otrs/Kernel/Config.pm line 99 Kernel::Config::BEGIN at /usr/share/perl5/FindBin.pm line 181 eval {...} at /usr/share/perl5/FindBin.pm line 181 require Kernel/Config.pm at /opt/otrs/scripts/apache2-perl-startup.pl line 69 main::BEGIN at /usr/share/perl5/FindBin.pm line 181 eval {...} at /usr/share/perl5/FindBin.pm line 181 require /opt/otrs/scripts/apache2-perl-startup.pl at (eval 2) line 1 eval 'require q^@/opt/otrs/scripts/apache2-perl-startup.pl^@ ;' at /usr/share/perl5/FindBin.pm line 181 From: some debugging code inserted into /usr/share/perl5/FindBin.pm START INIT /usr/share/perl5/FindBin.pm Thu Apr 24 13:53:41 UTC 2014 me - FindBin::init parent - FindBin::BEGIN script - /opt/ I can start up httpd and actually run OTRS if I disable mod_perl usage by altering the "<IfModule perl_module>" line in /etc/httpd/conf.d/otrs.conf to look for a module that does not exist. Version logged when starting: [Thu Apr 24 13:45:41.531835 2014] [mpm_prefork:notice] [pid 2530] AH00163: Apache/2.4.9 (Amazon) mod_perl/2.0.7 Perl/v5.16.3 configured -- resuming normal operations That was actually my initial install and I did not notice mod_perl wasn't being used until after installing and noticing the CGI accelerator was not active in the '/otrs/index.pl?Action=AdminServiceCenter' page. What I had to do was reference the module correctly in the otrs.conf: "<IfModule perl_module>". Once I did that I run into the problem I am describing now. All instructions were adhered to and all prerequisites pass such as: /opt/otrs/bin/otrs.CheckModules.pl perl -cw /opt/otrs/bin/cgi-bin/index.pl perl -cw /opt/otrs/bin/cgi-bin/customer.pl perl -cw /opt/otrs/bin/otrs.PostMaster.pl Does anyone have any advice or thoughts? Here are the perl and httpd version info: ///////////////////////////////////// Summary of my perl5 (revision 5 version 16 subversion 3) configuration: Platform: osname=linux, osvers=2.6.18-164.el5az00, archname=x86_64-linux-thread-multi uname='linux gobi-build-31002.sea31.amazon.com 2.6.18-164.el5az00 #1 smp tue sep 15 14:19:07 edt 2009 x86_64 x86_64 x86_64 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic -Dccdlflags=-Wl,--enable-new-dtags -Dlddlflags=-shared -O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic -DDEBUGGING=-g -Dversion=5.16.3 -Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dprefix=/usr -Dvendorprefix=/usr -Dsiteprefix=/usr/local -Dsitelib=/usr/local/share/perl5 -Dsitearch=/usr/local/lib64/perl5 -Dprivlib=/usr/share/perl5 -Dvendorlib=/usr/share/perl5/vendor_perl -Darchlib=/usr/lib64/perl5 -Dvendorarch=/usr/lib64/perl5/vendor_perl -Darchname=x86_64-linux-thread-multi -Dlibpth=/usr/local/lib64 /lib64 /usr/lib64 -Duseshrplib -Dusethreads -Duseithreads -Dusedtrace=/usr/bin/dtrace -Duselargefiles -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl=n -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dd_gethostent_r_proto -Ud_endhostent_r_proto -Ud_sethostent_r_proto -Ud_endprotoent_r_proto -Ud_setprotoent_r_proto -Ud_endservent_r_proto -Ud_setservent_r_proto -Dscriptdir=/usr/bin -Dusesitecustomize' hint=recommended, useposix=true, d_sigaction=define useithreads=define, usemultiplicity=define useperlio=define, d_sfio=undef, uselargefiles=define, usesocks=undef use64bitint=define, use64bitall=define, uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -fstack-protector -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic', cppflags='-D_REENTRANT -D_GNU_SOURCE -fno-strict-aliasing -pipe -fstack-protector -I/usr/local/include' ccversion='', gccversion='4.8.2 20131212 (Red Hat 4.8.2-7)', gccosandvers='' intsize=4, longsize=8, ptrsize=8, doublesize=8, byteorder=12345678 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=16 ivtype='long', ivsize=8, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=8, prototype=define Linker and Libraries: ld='gcc', ldflags =' -fstack-protector' libpth=/usr/local/lib64 /lib64 /usr/lib64 libs=-lresolv -lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lresolv -lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.17' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,--enable-new-dtags -Wl,-rpath,/usr/lib64/perl5/CORE' cccdlflags='-fPIC', lddlflags='-shared -O2 -g -pipe -Wall -Wp,-D_FORTIFY_SOURCE=2 -fexceptions -fstack-protector --param=ssp-buffer-size=4 -m64 -mtune=generic ' Characteristics of this binary (from libperl): Compile-time options: HAS_TIMES MULTIPLICITY PERLIO_LAYERS PERL_DONT_CREATE_GVSV PERL_IMPLICIT_CONTEXT PERL_MALLOC_WRAP PERL_PRESERVE_IVUV USE_64_BIT_ALL USE_64_BIT_INT USE_ITHREADS USE_LARGE_FILES USE_LOCALE USE_LOCALE_COLLATE USE_LOCALE_CTYPE USE_LOCALE_NUMERIC USE_PERLIO USE_PERL_ATOF USE_REENTRANT_API USE_SITECUSTOMIZE Locally applied patches: Fedora Patch1: Removes date check, Fedora/RHEL specific Fedora Patch3: support for libdir64 Fedora Patch4: use libresolv instead of libbind Fedora Patch5: USE_MM_LD_RUN_PATH Fedora Patch6: Skip hostname tests, due to builders not being network capable Fedora Patch7: Dont run one io test due to random builder failures Fedora Patch9: Fix find2perl to translate ? glob properly (RT#113054) Fedora Patch10: Fix broken atof (RT#109318) Fedora Patch13: Clear $@ before "do" I/O error (RT#113730) Fedora Patch14: Do not truncate syscall() return value to 32 bits (RT#113980) Fedora Patch15: Override the Pod::Simple::parse_file (CPANRT#77530) Fedora Patch16: Do not leak with attribute on my variable (RT#114764) Fedora Patch17: Allow operator after numeric keyword argument (RT#105924) Fedora Patch18: Extend stack in File::Glob::glob, (RT#114984) Fedora Patch19: Do not crash when vivifying $| Fedora Patch20: Fix misparsing of maketext strings (CVE-2012-6329) Fedora Patch21: Add NAME headings to CPAN modules (CPANRT#73396) Fedora Patch22: Fix leaking tied hashes (RT#107000) [1] Fedora Patch23: Fix leaking tied hashes (RT#107000) [2] Fedora Patch24: Fix leaking tied hashes (RT#107000) [3] Fedora Patch25: Fix dead lock in PerlIO after fork from thread (RT#106212) Fedora Patch26: Make regexp safe in a signal handler (RT#114878) Fedora Patch27: Update h2ph(1) documentation (RT#117647) Fedora Patch28: Update pod2html(1) documentation (RT#117623) Built under linux Compiled at Apr 2 2014 18:13:49 @INC: /usr/local/lib64/perl5 /usr/local/share/perl5 /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 /usr/share/perl5 . ///////////////////////////////////// Server version: Apache/2.4.9 (Amazon) Server built: Apr 1 2014 05:31:18 Server's Module Magic Number: 20120211:31 Server loaded: APR 1.5.0, APR-UTIL 1.4.1 Compiled using: APR 1.5.0, APR-UTIL 1.4.1 Architecture: 64-bit Server MPM: prefork threaded: no forked: yes (variable process count) Server compiled with.... -D APR_HAS_SENDFILE -D APR_HAS_MMAP -D APR_HAVE_IPV6 (IPv4-mapped addresses enabled) -D APR_USE_SYSVSEM_SERIALIZE -D APR_USE_PTHREAD_SERIALIZE -D SINGLE_LISTEN_UNSERIALIZED_ACCEPT -D APR_HAS_OTHER_CHILD -D AP_HAVE_RELIABLE_PIPED_LOGS -D DYNAMIC_MODULE_LIMIT=256 -D HTTPD_ROOT="/etc/httpd" -D SUEXEC_BIN="/usr/sbin/suexec" -D DEFAULT_PIDLOG="/var/run/httpd/httpd.pid" -D DEFAULT_SCOREBOARD="logs/apache_runtime_status" -D DEFAULT_ERRORLOG="logs/error_log" -D AP_TYPES_CONFIG_FILE="conf/mime.types" -D SERVER_CONFIG_FILE="conf/httpd.conf"

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sort order of the QueueView by last open
by Jose Manuel Pacheco 24 Apr '14

24 Apr '14

I need puts the ticket that i open for see the message at the top list, when i click in the back link, at the M and L views. It is possible?

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Re: [otrs] Automatic Replies, Fetching Email
by Shannon Johnson 18 Apr '14

18 Apr '14

I see a lot of "Scheduler service is stopping due a restart." - Every day at 3:29 to be exact. I don't see anything else interesting. ------ Shannon -----Original Message----- From: Kevin Buchanan [mailto:ksbuchanan@gmail.com] Sent: Tuesday, April 08, 2014 8:23 PM To: otrs_archive(a)googlegroups.com Cc: 'User questions and discussions about OTRS.'; User questions and discussions about OTRS.; Shannon Johnson Subject: Re: [otrs] Automatic Replies, Fetching Email Check the log file: OTRS\OTRS\var\log\otrs.log I'm running 3.3.5 on 2008, and mail fetch/send is working correctly. -Kevin

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New icons in otrs 3.3?
by Ralf Hildebrandt 18 Apr '14

18 Apr '14

The icons in the top left corner look (to me at least) a bit strange. They look as if they were actually two icons each, one on top of each other. See here: http://www.arschkrebs.de/bugs/otrs.png Is that normal? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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