May 2018 - otrs - OTRS mailing lists

Addressbook, how to configure & add entries?
by Ralf Hildebrandt 28 May '18

28 May '18

Using OTRS 6 here. How can I add an "addressbook" (my users need it for commonly used addresses when forwaring requests to external publishers) and how do I add entries? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

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Dynamic field filled automatically
by Karlos Jelez 14 May '18

14 May '18

Hi guys I am using OTRS 5s. I need a dynamic field to store an aditional value; this field: - Must be filled with Queue (Name) + Date (year_month_day) + Time (hour_mins_secs). - Must be set and stored for phone tickets and email tickets registered by agents, and for email tickets sent to every queue. Dou you have some guideline? Thanks Karlos

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OTRS 6 - SMTP Settings and POP3 Settings
by Johnnie Rucker 10 May '18

10 May '18

Hello Community, We just upgraded to OTRS6 and can not find the SMTP settings in the Admin. We setup an email account and queue but are getting the error below - we can connect to pop.gmail. Is anyone familiar with how to resolve this issue? Please help. Backend ERROR: OTRS-CGI-74 Perl: 5.16.3 OS: linux Time: Thu May 10 14:49:10 2018 Message: CommunicationLog(ID:11,AccountType:-,AccountID:-,Direction:Incoming,Transpor t:Email,ObjectLogType:Connection,ObjectLogID:11)::Kernel::System::MailAccoun t::POP3 => POP3: Can't connect to pop.gmail.com RemoteAddress: 208.73.160.46 RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=2;ChallengeToken=2Ky JmTzqguncODQIGFqM8A5okDJ7e0nb; Traceback (23910): Module: Kernel::System::CommunicationLog::_LogError Line: 538 Module: Kernel::System::CommunicationLog::ObjectLog Line: 300 Module: Kernel::System::MailAccount::POP3::Fetch Line: 197 Module: Kernel::System::MailAccount::MailAccountFetch Line: 566 Module: Kernel::Modules::AdminMailAccount::Run Line: 76 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1116 Module: /opt/otrs/bin/cgi-bin/index.pl Line: 40 root@otrs.encoreglobalsolutions:/etc/mail$ telnet pop.gmail.com 995 Trying 74.125.141.108... Connected to pop.gmail.com. Escape character is '^]'. ^CConnection closed by foreign host. Thank You, Johnnie Rucker General Manager <http://encoreglobalsolutions.com/> http://encoreglobalsolutions.com/

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Subject some times it has ticket number, some times it doesnt
by Karlos Jelez 10 May '18

10 May '18

Hi guys I am testing OTRS 5.0.27. All is running ok, however I found the subject some times it has the ticket number, some times it does not in the received automatic notification. As you can see in the atached image, 3 tickets have ticket number but 1 (the last one) does not. Any ideas about the solution? Thanks a lot. Karlos

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Customer FullTextSearch
by Gökhan Öner 07 May '18

07 May '18

Hi all, Is there a way to make a full text search from Customer interface? We are using it at agent side but couldn't find how to use it on Customer interface. Regards. *Gökhan Öner* Information Technology Sabancı University gokhanoner(a)sabanciuniv.edu <E%3Agokhanoner(a)sabanciuniv.edu>

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AgentITSMConfigItemEdit
by André Cavalcante 07 May '18

07 May '18

Hi there! I need to insert new dynamic fields at AgentITSMConfigItemEdit, but I can't find it thru SysConfig. Any hint? -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

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