- otrs - OTRS mailing lists

Phone Call Outbound
by Nick Bright 18 Dec '13

18 Dec '13

On "Phone Call Outbound", when an agent does an update using that method, why does the FROM show as the ticket owner? e.g. My call center agent makes an outbound phone call to the customer, clicks "Phone Call Outbound" and updates the ticket. The update then shows that it is FROM the customer not FROM the Agent. Any thoughts or suggestions? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------

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Cron Errors
by Nick Bright 17 Dec '13

17 Dec '13

Greetings, After upgrading to 3.3.3 I'm seeing some Cron errors. Searching for these errors didn't turn up any meaningful results. Process: Cron <otrs@support> $HOME/bin/otrs.UnlockTickets.pl --timeout >> /dev/null Version string '-1, set by base.pm' contains invalid data; ignoring: '-1, set by base.pm' at /opt/otrs/Kernel/System/Log.pm line 203. ERROR: OTRS-otrs.UnlockTickets.pl-10 Perl: 5.10.1 OS: linux Time: Tue Dec 17 10:35:07 2013 Process: Cron <otrs@support> $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null Version string '-1, set by base.pm' contains invalid data; ignoring: '-1, set by base.pm' at /opt/otrs/Kernel/System/Log.pm line 203. ERROR: OTRS-otrs.PostMasterMailbox.pl-10 Perl: 5.10.1 OS: linux Time: Tue Dec 17 14:58:06 2013 Any guidance would be appreciated. -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------

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Thank you
by Jill Goldstein 17 Dec '13

17 Dec '13

Jens and Mark, Thank you so much for the information on fetchmail. I, seriously, appreciate being referred back to the manual, as this is how I will learn. Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

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Re: [otrs] Fetch Mail
by Jill Goldstein 17 Dec '13

17 Dec '13

Mark, I'm using the web version. I did a search on SysConfig and didn't find anything like that. I did a test, and sent an email to my ticket email address (ticket(a)spfsolutions.biz) and I left my OTRS open, and it never auto fetched. Do you (or anyone) know anything else about how to set up an auto fetch on the web based OTRS? -- Jill Goldstein Customer Support Phone: 303-731-5634 http://spfsolutions.biz From: Mark Campbell <mcampbell(a)emediatrade.com<mailto:mcampbell@emediatrade.com>> Reply-To: "User questions and discussions about OTRS." <otrs(a)otrs.org<mailto:otrs@otrs.org>> Date: Monday, December 16, 2013 at 2:25 PM To: "User questions and discussions about OTRS." <otrs(a)otrs.org<mailto:otrs@otrs.org>> Subject: Re: [otrs] Fetch Mail It's set by default to fetch every 10 minutes. This variable is stored on my CentOS system in /opt/otrs/var/cron/postmaster_mailbox. You can change the 10 to whatever number you like. I changed mine to 1. Restart OTRS for it to take effect. Thanks, --Mark From: otrs-bounces(a)otrs.org<mailto:otrs-bounces@otrs.org> [mailto:otrs-bounces@otrs.org] On Behalf Of Jill Goldstein Sent: Monday, December 16, 2013 4:22 PM To: User questions and discussions about OTRS. Subject: [otrs] Fetch Mail Is there a way to set OTRS to auto-Fetch mail? I did a search through the manual, and did not find much. I did a search in SysConfig and came up with a screen with parameters, but nothing I recognized as Fetch Mail every X Minutes. BTW, my programming days ended with dBase III+, though I have basic HTML experience. I have the concepts of programming down, and I understand tags. Thus I've been able to do things like set up the smtp server without limping to y'all to find an answer. Thanks so much, Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone:303-731-5634

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Fetch Mail
by Jill Goldstein 16 Dec '13

16 Dec '13

Is there a way to set OTRS to auto-Fetch mail? I did a search through the manual, and did not find much. I did a search in SysConfig and came up with a screen with parameters, but nothing I recognized as Fetch Mail every X Minutes. BTW, my programming days ended with dBase III+, though I have basic HTML experience. I have the concepts of programming down, and I understand tags. Thus I've been able to do things like set up the smtp server without limping to y'all to find an answer. Thanks so much, Jill Goldstein Customer Support http://spfsolutions.biz<http://spfsolutions.biz/> Phone: 303-731-5634

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Ticket state:new even with many updates
by Nick Bright 16 Dec '13

16 Dec '13

Greetings, I'm a little confused by something I've just noticed in my OTRS installation. I've a ticket 15 days old that has 9 updates, including phone-inbound, phone-outbound, customer email-external, and agent email-external. Despite all of this activity, the ticket state shows "new" under the Ticket information window. This is most certainly not a new ticket by any definition of "new", so why does OTRS think that it's a new ticket? My install is v3.3.3 (thought my database has been updated repeatedly since ~1.5 or so). Is it possible that there's an agent which isn't running? A configuration error that snuck in somewhere in the version upgrades over the years? Thanks in advance, -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information& 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------

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PDF Manual
by Jill Goldstein 16 Dec '13

16 Dec '13

Greetings and Salutations from SPF Solutions, LLC in Englewood, Co, We are using OTRS for our ticketing program, and I have a bit of a learning curve when it comes to configuring/administering OTRS. I have found the online manual for OTRS, and am grateful for it. However, I was wondering if we can get a pdf of the manual somewhere? -- Jill Goldstein Customer Support Phone: 303-731-5634 http://spfsolutions.biz

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Change display name for sent email
by Marty Hillman 10 Dec '13

10 Dec '13

Forgive me if I don't explain this properly. I have had an OTRS system installed and configured and in production since October 1. One of the complaints from the 14 agents is that outbound emails do not show who sent the email. For example, in the below picture, you can see that outbound email is appearing from IT Support rather than the name of the agent who triggered the outbound message. We have a single common mailbox for IT Support, and it is probably the reason behind the issue. Is there any way to change this to display the agent name in the history rather than IT Support? [cid:image001.png@01CEF5C5.1746EE50] Marty HIllman

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force password policy
by Paul Simons 09 Dec '13

09 Dec '13

How do I enforce a password policy of say: 10 chars - upper/lower case - symbol - change every 60 days - etc. for ALL agents ? I want to lock down my system for internet access. Regards Paul ________________________________ 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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How to configure the reply-to in ticket view
by claude 09 Dec '13

09 Dec '13

Hi, In my Otrs, all messages are sending from a generic adress and the real sender is in a reply-to . How can I display the reply-to in ticket view and how can I configure Otrs to send the auto-response and user response to the real sender. Thanks et regards Claude

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