February 2017 - otrs - OTRS mailing lists

Agent Ticket Forward - Attachments
by Kristofer Pettijohn 21 Sep '18

21 Sep '18

When viewing an article and clicking "Forward" I noticed that attachments are not included. Is this by design, a bug, or is there an option to include the original attachments some how? It seems as though inline attachments are kept, but not others. I checked the AgentTicketForward SysConfig options, but do not see any settings for choosing whether or not attachments can be included. Thanks, Kris

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Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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assign <OTRS_CUSTOMER_REALNAME> via api
by Ritchie, Dennis 27 Feb '17

27 Feb '17

We are using the SOAP api to create tickets in OTRS 5.0.10 and it is working fine, the tickets are being created, and all data is being passed over. But when we try to reply to a ticket created via the API, the "TO" in the "Compose Answer popup" is blank and the Salutation shows the Queue Name instead of the customer real name or email address. Even though in the ticket view, it shows that the "From:" field is populated correctly. Ticket Information: From: someone(a)somewhere.invalid To: Misc Subject: Serial number correc [...] Reply information: From: OTRS System <us(a)us.invalid> *To: Cc: Interestingly enough, the auto reply seems to be working OK. From: us To: someone(a)somewhere.invalid Subject: Automatic Reply - Serial number correc [...] What field do we need to supply with the customer information via the API to populate this (it appears to be the <OTRS_CUSTOMER_REALNAME> field that is being used for the salutation, I am not sure what is being used for the "TO" field). Thank You Dennis Ritchie

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OTRS agent Password Policy
by Rose Dowson 27 Feb '17

27 Feb '17

Hi, How do I enforce an agent password policy of say: - length 15 chars - upper/lower case - symbol - change every 90 days - Password History 3 I want to do this for all otrs agents. Does anyone know the solution? Regards,

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suppress automatic notification of agent about mail from that same agent
by Susan Dittmar 24 Feb '17

24 Feb '17

Hi, some of my collegues (OTRS agents) prefer to work on tickets using their prefered mail client instead of the OTRS framework. When doing so, they send a carbon copy to the otrs mail address. Thus their reply is added to the ticket history. OTRS sees this mail (the CC) as an external mail (which it is). Consequently it notifies any involved agent about this incoming external mail. For truely external mails, this notification is exactly what the collegues want. Is it possible to ask OTRS to suppress the notification in case the sender of the external mail and the recipient of the notification are identical? Thanks for any hints, Julius

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CC recipients in AgentTicketCompose
by Personal Técnico 23 Feb '17

23 Feb '17

Hello, When I receive a ticket from a customer and he/she has created the ticket with a CC recipient (using mail), then, if I answer that ticket with an external mail, CC recipient is not included in AgentTicketCompose (only customer that created ticket appears as recipient "For:". I have modified "Ticket::Frontend::ComposeExcludeCcRecipients" from "yes" to "no" and from "no" to "yes", but in both cases, CC recipient is not included. How I configure OTRS for that purppose? Thanks a lot!!

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HTML content formatting destroyed in replies
by Hinrich Aue 23 Feb '17

23 Feb '17

Hello, we have HTML mail from our customer. There is a table in their emails, that is quite important. when we answer their mails the table is somehow converted into some text representation. I wonder why the HTML content is not kept the way it was? Is there a setting for it? Hinrich Aue Sr. Software Engineer Kofax Development GmbH Wentzinger Strasse 19 79106 Freiburg Germany Tel: +49 761 452 69 57234 Fax: +49 761 452 69 58734 Hinrich.Aue(a)kofax.com blog<http://www.kofax.com/blog/> | twitter<https://twitter.com/Kofax> | linkedin<https://www.linkedin.com/company/kofax> | facebook<https://www.facebook.com/kofax.inc> | talent network<http://www.jobs.net/jobs/Kofax-Inc/join> ________________________________ This communication is only for the use of the intended recipient. It may contain confidential or proprietary information. If you are not the intended recipient or have received this communication in error, please notify the sender via phone and destroy this communication immediately. Kofax Development GmbH Sitz der Gesellschaft: Freiburg i. Brg. Registergericht: Amtsgericht Freiburg i.Br. Registernummer: HRB 7007 Gesch?ftsf?hrer: Bradford Weller, Christian Hefner, Daniel Geiger

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CustomerID not being set anymore
by Kai Nissen 21 Feb '17

21 Feb '17

Hi there, I recently updated from 5.0.9 to 5.0.16, after which I noticed an unwanted change in behaviour: The system used to set the CustomerID to the e-mail address a message was received from. After the update, the field CustomerID remains empty. I looked around in the system settings but could not find anything that might be related to it. I also did not find any mentions of it being changed in the release notes. Of course, I copied the configuration file to the new installation folder (as described in the update manual). Does anyone know how to restore the previous behaviour? Cheers, Kai

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[HOWTO] Timeout too long when a server fail on multiple authentication ldap servers
by ercanaro 21 Feb '17

21 Feb '17

Hi, my server is a Centos 6 with OTRS 3.3.10 My configuration provides this configuration type of situation: $Self->{'AuthModule1'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'ldaps://172.200.100.121'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'dc=ict,dc=test,dc=com'; .... $Self->{'AuthModule2'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host1'} = 'ldaps://172.200.100.120'; $Self->{'AuthModule::LDAP::BaseDN1'} = 'dc=ict,dc=test,dc=com';: ... $Self->{'AuthModule::LDAP::Params'} = { port => 636, *timeout => 120, *(if i modify this value nothing change) async => 0, version => 3, }; ... If the first server fail, the authentication switches to the second ldap server but the time is 60-70 in seconds or more! is possibile to change this timeout? thanks in advance.

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OTRS Scheduler Daemon Cron: MailAccountFetch
by Placide Lysias NJAMI 18 Feb '17

18 Feb '17

OTRS 5.0.16 has been installed. The file Kernel/System/MailAccount/POP3S.pm is patched as per below link. Check the patch below https://github.com/OTRS/otrs/commit/8cb87ff9ef9789606a38e3d70599e38a1f8e9246 But still, we received every 10 min below message : [Sat Feb 18 14:20:02 2017] otrs.Daemon.pl: using SSL support of Net::POP3 3.05 instead of SSLGlue at /opt/otrs/Kernel/cpan-lib/Net/SSLGlue/POP3.pm line 12. Best Regards / Cordialement ----- Placide Lysias NJAMI | IT MANAGER GOLDEN EXOTICS LTD – GHANA P.O. Box K.I.A. 16105 - ACCRA Email: p.njami(a)gelgh.com<mailto:p.njami@gelgh.com> -----Message d'origine----- De : Helpdesk GEL [mailto:helpdesk@gelgh.com] Envoyé : samedi 18 février 2017 14h 20 À : admin(a)gelgh.com Objet : OTRS Scheduler Daemon Cron: MailAccountFetch [Sat Feb 18 14:20:02 2017] otrs.Daemon.pl: using SSL support of Net::POP3 3.05 instead of SSLGlue at /opt/otrs/Kernel/cpan-lib/Net/SSLGlue/POP3.pm line 12.

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