June 2014 - otrs - OTRS mailing lists

FAQ Module approval behavior
by liziyi2006 25 Jun '14

25 Jun '14

Hi list, We are using an 3.3.7 OTRS system with FAQ Module 2.3.2 installed. The FAQ::ApprovalRequired option has been activated and associated group and queue apparently correctly set up.But, as soon as an FAQ article is created, even before it's approval, it appears in the FAQ explorer and it's accessible by any agent. The behavior we would like to have is to get an article visible to agents only after the approval process complete. Is there something wrong in our configuration or expectation on approval workflow ? Thanks for your ideas !

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Agent can not select a customer using "Customer User"Management when create new ticket
by liziyi2006 25 Jun '14

25 Jun '14

Hi,list I noticed a weird issue in OTRS3.3.7. When signed in as agent with RW Admin rights, I am able to click the "Customer User" link next to Options and pick a customer using the Customer User Management window. However, when signed in as a agent with RO Admin rights,the window comes up without "Customer User"link. How the agent without RW admin rights can use the "Customer User" link in create new ticket windows? Thanks very much!

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Odd one - Any performance inprovement by using mod_pagespeed?
by Marty Hillman 24 Jun '14

24 Jun '14

I have been noticing some performance lags lately and noticed my browser does not always download the most correct CS/JS files. I was thinking about installing mod_pagespeed to trigger the browser to get those modifications. But I was curious as to whether anyone else has tried mod_pagespeed and whether it provided any performance improvements in OTRS. I have a feeling the answer will be to add more memory/cpu, but every millisecond counts. I was surprised to not find any information about the combo on a Google search. Marty

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[OTRS] FAQ Module approval behavior
by liziyi2006 23 Jun '14

23 Jun '14

Hi list, We are using an 2.3.4 OTRS system with FAQ Module 1.5.6 installed. The FAQ::ApprovalRequired option has been activated and associated group and queue apparently correctly set up.But, as soon as an FAQ article is created, even before it's approval, it appears in the FAQ explorer and it's accessible by any agent. The behavior we would like to have is to get an article visible to agents only after the approval process complete. Is there something wrong in our configuration or expectation on approval workflow ? Thanks for your ideas !

1 1

Re: [otrs] Auto close solved tickets with in certain time period
by "LQ Marshall" 21 Jun '14

21 Jun '14

Think this demands understanding to answer correctly... how are you defining that a ticket's solved? Seems that use of 'pending close+' should solve request.

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Auto close solved tickets with in certain time period
by Venkatrao, Nagendra Prasad 21 Jun '14

21 Jun '14

Hi, I need someone help, I would need to set up a configuration in OTRS to close all the incidents which are solved and after ten days these tickets will be closed automatically. Is it possible in OTRS? Please help me on this setup. Thanks & Regards Nagendra Prasad System Administrator 3903 Almoayyed Tower Building 2504, Road 2832 Al Seef District 428 Manama, Kingdom of Bahrain. M +973 34 19 67 56 npvenkatrao(a)eservicios.indra.es<mailto:npvenkatrao@eservicios.indra.es> www.indra.es<http://www.indra.es/> [cid:image001.jpg@01CF8D8E.2DF42080] ________________________________ Este correo electr?nico y, en su caso, cualquier fichero anexo al mismo, contiene informaci?n de car?cter confidencial exclusivamente dirigida a su destinatario o destinatarios. Si no es vd. el destinatario indicado, queda notificado que la lectura, utilizaci?n, divulgaci?n y/o copia sin autorizaci?n est? prohibida en virtud de la legislaci?n vigente. En el caso de haber recibido este correo electr?nico por error, se ruega notificar inmediatamente esta circunstancia mediante reenv?o a la direcci?n electr?nica del remitente. Evite imprimir este mensaje si no es estrictamente necesario. This email and any file attached to it (when applicable) contain(s) confidential information that is exclusively addressed to its recipient(s). If you are not the indicated recipient, you are informed that reading, using, disseminating and/or copying it without authorisation is forbidden in accordance with the legislation in effect. If you have received this email by mistake, please immediately notify the sender of the situation by resending it to their email address. Avoid printing this message if it is not absolutely necessary.

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ACL Defaults
by Martin Hochreiter 20 Jun '14

20 Jun '14

Hi! I want to have another default state for agent answers and discovered the ACLs for influencing OTRS behaviour. Only the mentioned states are shown but unfortunately I can reorder the States as I want, OTRS still takes "closed sucessful" if available as it ist he global default. Can I tell OTRS via ACL what the desired order of states should be or at least, what the default state is? $Self->{TicketAcl}->{"testTicketState"} = { 'Possible' => { 'Ticket' => { 'State' => [ 'in Bearbeitung', 'closed successful', 'closed unsuccessful', 'open', 'pending auto reminder' ] } }, 'PossibleNot' => {}, 'Properties' => { 'Queue' => { 'RealName' => [ 'Marketing' ] } }, 'PropertiesDatabase' => {}, 'StopAfterMatch' => 0 }; } 1; Regards Martin

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Moving the 'logged in as' field
by Paul Simons 19 Jun '14

19 Jun '14

Dear All Is there are way to move the location of the “You are logged in as [USER]’ message in the top right of the screens? Regards Paul S. ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

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otrs suddenly doesn't want to receive emails
by Mark Campbell 19 Jun '14

19 Jun '14

I have an OTRS set up where it’s been working perfectly fine in a production environment for 18 months now, grabbing emails from a pop3 account. All of the sudden today, emails stopped coming in. I checked the pop3 account using a webmail client, and it shows emails in it. When I go to fetchmail in the admin section, it spends a second running, and then my browser pops up a download for a 0 byte index.pl file. It creates a new ticket for the first email in line only; also in this case, the email is an HTML file, and it spits it out as text-only in the ticket (where it used to preserve it as html), and won’t delete that email, or any others. System logs state that it complains “Can't create PID PostMasterMailbox, because it's already running (otrs.office.emediatrade/1396)!”. I’ve found people online with similar problems, and they stated to go into mysql, and run “ select * from process_id where process_name = 'PostMasterMailbox'; delete from process_id where process_name = 'PostMasterMailbox';”, and then run /opt/otrs/bin/otrs.PostMasterMailbox.pl –f 1. When I do this, it clears out the entry in mysql as expected, but when I run the pl script, it says [root@otrs log]# /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1 POP3: Message 1/13 (emtsupport(a)emediatrade.com/mail.ex1.secureserver.net) Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender at /opt/otrs/Kernel/System/Email/SMTPTLS.pm line 172 An entry is created again in mysql, the logs say that it can’t create a PID, because it’s already running, and ps –ef | grep PostMasterMailbox.pl turns up nothing. If I go into the UI, and create an email ticket to myself, it successfully sends it to my inbox. I’ve tried rebooting the server, but no avail. I’m at a loss, because no email settings changes have occurred for months. Please help?? Thanks, --Mark

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Setting Title / Subject through mail filter
by Frans Stekelenburg 19 Jun '14

19 Jun '14

Hi, Simple question, maybe asked and answered before, but can not find it: We would like to set (alter) the ticket Title / Subject through a mail filter. Where the text should be retrieved from the mail body. But from SysConfig an X-OTRS-Subject or X-OTRS-Title does not exist. How can we realise something like this: Filter Condition Header 1 – Body - .*Description: (.*) Header 2 – From – EMAILADDRESS: somebody(a)somewhere.net<mailto:somebody@somewhere.net> Header 3 – Subject - .* has some fixed text .* Set Email Headers Header 1 – X-OTRS-Subject – [***] Except X-OTRS-Subject is not an option in version 3.1.3 Somebody maybe has realised in another way? Kind regards, Frans Stekelenburg

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