May 2014 - otrs - OTRS mailing lists

Customer user log in
by Dargai Gabi 08 May '14

08 May '14

Hi, I created agents and customer users in OTRS but only the agents can be used to log in. How is it possible to log in with customer users? Thanks in advance!Gabi Dargai

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Can Win Installer for OTRS 3.3 deploy on Apache & Strawberry? Any experiences with IIS & ActiveState?
by Bogdan Iosif 08 May '14

08 May '14

Hi everyone, Looking at OTRS 3.3 admin manual, Ch 2, Using the Windows Installer<http://otrs.github.io/doc/manual/admin/3.3/en/html/installation.html#instal…>I see the following: Important: The Windows installer for OTRS contains all needed components > for OTRS, i.e. the Apache web server, the MySQL database server, Perl (with > all needed modules) and cron for Windows. However you can also use it to > set up OTRS on the Microsoft IIS Web Server instead of on Apache. > > Since I've been running OTRS 3.2.3 decently in production for ~14 months, on Windows, on Apache & Strawberry, with ~150 customers & ~50 agents, I would like to keep this combo of OS, web server and Perl runtime. Unfortunately, the latest otrs-3.3.6-win-installer-3.0.5.exe deploys directly on IIS & ActivePerl and never asks me about anything except the db backend. - Is it possible to deploy Apache & Strawberry with the Win installer, as claimed in the admin manual? - Anyone has positive / negative experiences to share about running on IIS & ActiveState? I loath changing the whole underlying platform and running the risk of having to rollback everything if performance is an issue in the new configuration. Thanks, Bogdan

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Question about fetching mail
by Mark Campbell 07 May '14

07 May '14

So I have a fairly perplexing problem. I have OTRS 3.1.11 setup on a CentOS6 Virtual Machine, and under our normal email flow (<100 messages/day), the system works like a charm. However, once a month, we hit a spike in emails, to the tune of 10,000 in a day. Most of these emails are automatically generated by our system, and are merely informational in nature. I have filters in place to filter them to different queues and in many cases, automatically close them. However, OTRS cannot keep up with downloading them, as apparently every time it fetches email, it only fetches about 10-30 (variable) messages at a time. Obviously, at 10 minutes in between fetch times, this is almost incomprehensibly slow. But even at 1 minute fetch intervals, our system can't keep up. How can I tell it to grab all messages at fetch time? I've resorted to repeatedly clicking on fetch mail in the admin section under PostMaster Mail Accounts, and even that can take hours when you find that there's 7,000 in the mail queue. Any help would be appreciated. Thanks, Mark Campbell Systems Administrator

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Re: [otrs] Client includes multiple queue email addresses in email; only goes to one
by Leah Kelly 02 May '14

02 May '14

Not sure why David's question is running into my thread - it does not fit, unrelated. Please fix. How about I ask the question this way: If I am indeed set up this way (each mailbox is fetched independently AND each independent mailbox is set to always go to a certain queue), why didn’t the ticket get created in all of the queues to which it was sent?

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Sent no 'auto reply' for Ticket
by Amit Bondwal 01 May '14

01 May '14

Hello, I set up otrs on debian wheezy and it was working fine. After sometime auto response mails stop working. When I check the system logs it gives the log Sent no 'auto reply' for Ticket I searched for this a lot, And found that x-loop header should not be mention in mail filter for queue. I don't have x-loop header in mail filter queue. I also found that this is not a error of otrs your mailing list is blocking of mail filter queue with x-loop header. I don't have any x-loop header in mail filter queue. If this is not the problem in otrs then how it was working before and stop working after sometime. I am able to sent email notification manually editing responses. Regards Amit Bondwal

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