March 2016 - otrs - OTRS mailing lists

Can't cache: StatID 14
by Lindley, Lars 14 Mar '16

14 Mar '16

Hi all, My syslog keeps getting these two messages once every hour. Mon Mar 14 13:05:17 2016 error OTRS-otrs.Console.pl-Maint::Stats::Dashboard::Generate-62 There was an error executing Execute() in Kernel::System::Console::Command::Maint::Stats::Dashboard::Generate: ERROR: OTRS-otrs.Console.pl-Maint::Stats::Dashboard::Generate-62 Perl: 5.10.1 OS: linux Time: Mon Mar 14 13:05:17 2016 Mon Mar 14 13:05:17 2016 error OTRS-otrs.Console.pl-Maint::Stats::Dashboard::Generate-62 Can't cache: StatID 14 has no time period, so you can't cache the stat! I'm using OTRS 5 update 7 but we also got similar messages before updating from 3.3.8. (then it was sent from cron, now the daemon) I can't find what this StatID 14 is. Can anyone share some insight? Regards, Lars

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FW: OTRS Scheduler Daemon Cron: MailAccountFetch
by DHilsbos＠performair.com 11 Mar '16

11 Mar '16

All; I'm receiving several of the below emails every day. From: Dominic Hilsbos Sent: Tuesday, March 08, 2016 7:13 PM To: Dominic Hilsbos Subject: Undeliverable: OTRS Scheduler Daemon Cron: MailAccountFetch <Local Exchange Server> rejected your message to the following e-mail addresses: root@localhost <Local Exchange Server> gave this error: Hop count exceeded - possible mail loop A problem occurred during the delivery of this message. Please try to resend the message later. If the problem continues, contact your helpdesk. Diagnostic information for administrators: Generating server: performair.com root@localhost <Local Exchange Server> #554 5.4.6 Hop count exceeded - possible mail loop ## Original message headers: <Lots of headers deleted> Received: from otrs.performair.com (<OTRS Local IP Address>) by <Local Exchange Server> (192.168.150.22) with Microsoft SMTP Server id 14.3.248.2; Tue, 8 Mar 2016 18:10:42 -0700 Content-Type: text/plain; charset="utf-8" Content-Disposition: inline Content-Transfer-Encoding: quoted-printable MIME-Version: 1.0 Subject: OTRS Scheduler Daemon Cron: MailAccountFetch X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) X-Mailer: OTRS Mail Service (5.0.5) Date: Tue, 8 Mar 2016 18:10:46 -0700 Message-ID: <1457485846.16460.3115273592(a)otrs.performair.com> To: <root@localhost> Organization: McGown Enterprises From: OTRS Notifications <otrs(a)otrs.performair.com> Return-Path: otrs(a)otrs.performair.com X-TM-AS-Product-Ver: SMEX-11.1.0.1239-7.500.1018-22178.006 X-TM-AS-Result: No--0.464500-5.000000-31 X-TM-AS-User-Approved-Sender: No X-TM-AS-User-Blocked-Sender: No How can I configure OTRS to either not send whatever this email is, or to send it correctly (i.e. from a proper email address, and to a proper email address)? This behavior just started a couple days ago, though we've been running OTRS for several months. I upgrade OTRS from 5.0.5 to 5.0.7 last night, but received 4 more of these this morning. Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc.

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FW: {Spam not delivered} Important Tax Information For ROYAL ARABIANS LLC Account Ending In 2808
by DHilsbos＠performair.com 10 Mar '16

10 Mar '16

Please release the below email. Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc. -----Original Message----- From: MailScanner [mailto:itmanager@performair.com] Sent: Thursday, March 10, 2016 6:45 AM To: Dominic Hilsbos Subject: {Spam not delivered} Important Tax Information For ROYAL ARABIANS LLC Account Ending In 2808 Our UCE (spam) detectors have been triggered by a message you received:- From: merchantsupport(a)merchants-help.com Subject: Important Tax Information For ROYAL ARABIANS LLC Account Ending In 2808 Date: Thu Mar 10 13:44:42 2016 This message has not been delivered. The detectors that were triggered are spam, SpamAssassin. The message to you has been detected as spam based on either its contents or the mail server which sent the message to us, or both. We do not accept unsolicited commercial (spam) e-mail and actively work to stop it. If you have any questions about this, or you believe you have received this message in error, please contact the site system administrators. Your system administrators will need the following information: Server name: Mailborder (mail02.mcgown.enterprises) Message id: 6AAE940440.A4481 Date code: 20160310 -- MailScanner Email Virus Scanner Mailborder Systems www.mailborder.com

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Multiple customer company backends
by Finetti, Stefano 10 Mar '16

10 Mar '16

Hi, I know that OTRS supports mutiple backends for Customer Users (mapping them on Config.pm). Is this valid also for Customer Company? So to speak, can I put into Config.pm $Self->{CustomerCompany} = { Params => { ...... and $Self->{CustomerCompany*1*} = { Params => { ..... etc. etc.? Thanks -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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Modify Ticket Close State
by DHilsbos＠performair.com 09 Mar '16

09 Mar '16

All; I had a technician close a ticket with a state of "closed unsuccessful," when in fact it should have been "closed successful." Where can I go in the tables to change that? Thank you, Dominic L. Hilsbos, MBA, CSDA Director - Information Technology Perform Air International Inc.

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CUSTOMER LOGIN PAGE
by André Cavalcante 09 Mar '16

09 Mar '16

Hi there, Can I write a message on the CUSTOMER LOGIN page? Please see the attached image. -- *André Luiz C. e Cavalcante*

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Disable display of non valid customers in Customer Information Search
by Finetti, Stefano 07 Mar '16

07 Mar '16

Hi, I'm trying to figure out how to avoid that non-valid customers are displayed when searching through Customer Information Center modal window. Even If I set a customer as non valid, it will show up in search window, which is something that shouldn't happen, because it leads to confusion of the agents. However, I didn't find any specific configuration voice in Sysconfig, so I guess I'll have to customize AgentCustomerInformationCenterSearch.pm file, am I wrong? -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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ZoomTimeline OTRSBusiness feature
by Juan Manuel Clavero Almirón 02 Mar '16

02 Mar '16

Hi all, just out of curiosity, what is the ZoomTimeline OTRSBusiness feature? I've seen references in the code but none in the otrs solutions page. Kind regards, Juan Clavero

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