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"no body found!" - Problem
by backster 02 Jun '03

02 Jun '03

Hey folks I'm having a little problem when creating tickets in the customer FrontEnd. Every new submitted ticket ( customer FE ) generates 2 tickets ( agent FE ) in the queue. 1 with the original ticket body and 1 with the message "no body found!" as body. Any hint? If this question is already answered in the list or documentation please give me a hint where =) tx in advance for your advice -------------------------------------------- Backster PS: English is not my natural language. Please excuse mistakes in writing and grammar. ;)

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Customer Queues and Agent Can List Customers Group
by David Amorim da Cruz 02 Jun '03

02 Jun '03

Hi! :) This is a single need, but we're thinking on two (or three) possible solutions for it. Here are the details: I'd like to be able to specify which queues each Customer can create tickets to, when he/she uses the Customer Interface. I read about this in the archive a couple of months ago, but there was almost no follow-up... There was something like: "it's not done (yet) because it might be confusing for some admins" and I got curious about the "yet" part. :) If it's not implemented, I'd like to know if it will eventually be (didn't see it on the TODO list). Meanwhile, is it possible to force the "Customer Interface" to create new tickets to a single queue/email, thus eliminating the queue list drop-down in "New Ticket"? If it's possible, please tell me how to do it. The reason for this is that we don't want someone (in our case, it's an agent we don't trust) using the Customer Interface to know about or use the other queues, unless he/she is allowed to. We considered using the Agent Interface, but then this "agent we don't trust" would get a listing of all Customers when using "phone view" to create a new ticket, and we don't want that. The Agent Interface already has adequate Group Management (can hide queues and tickets) but lacks a way to hide Customers... Something like a "Agent Can List Customers" group, similar to admin and stats groups. I'll be happy with a way to brute force Customer.pl mail sending to a single email address... :) Thanks, |)avid ------------------------------------------------- KPNQwest Portugal http://www.KPNQwest.pt

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Sambar needed for Win32 installation?
by Covert, Jake 02 Jun '03

02 Jun '03

Couple of questions: 1) Is Sambar needed for a Win32 installation? At the beginning of the win32 install guide it says it's optional, but does not refer to configuring certain items without it (cron / stats ) 2) Using exim, my incoming mail gets dumped to: D:\cygwin\var\spool\mail\jake How can I set OTRS to use this mail file as the incoming mail? I'm using Apache, and exim on a windows 2000 box. ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Sunday, June 01, 2003 6:41 PM To: announce(a)otrs.org The OTRS Team is pleased to announce the release of OTRS 1.1.2. This is the latest release on the 1.1 branch and fixes some "small" bugs. Changes: ======== * fixed bug in customer panel (create ticket without priority selection) * fixed pic.pl problem on win32 * fixed unwanted ticket unlock on move * fixed missing StateUpdate for DBUpdate-to-1.1.postgresql.sql * fixed small bug in session modules * fixed some other small bugs * improved tar.gz updates (removed var/log/TicketCounter.log) * improved text formatting of "long" messages * added customer data lookup for PostMaster*.pl based on senders email address (set customer id and customer user) * added "PerlInitHandler Apache::StatINC" to apache include config files -=> no apache reload is needed when perl modules is updated on disk <=- * added russian translation (details: http://cvs.otrs.org/cvsweb.cgi/otrs/CHANGES?rev=1.79.2.9) Download: ========= ftp://ftp.gwdg.de/pub/misc/otrs/ (Germany/Göttingen) ftp://ftp.otrs.org/pub/otrs/ (Germany/Hamburg) ftp://ftp.samurai.com/pub/otrs/ (Canada/Toronto) (a full list of all download mirrors (ftp/http/rsync) is available at http://otrs.org/download) MD5 message digest (128-bit) checksums 07cc8cfd2ff9ef97288ac55e8e4d5ea7 ./RPMS/suse/7.3/otrs-1.1.2-01.i386.rpm 61af10ec6ad257bddb4a19040cf5dec8 ./RPMS/suse/8.x/otrs-1.1.2-01.i386.rpm f71af52efa51b75f1c7a778af8f77c0d ./RPMS/redhat/7.x/otrs-1.1.2-01.i386.rpm 7f61eadb68c93727017e27c0f378e923 ./RPMS/redhat/8.0/otrs-1.1.2-01.i386.rpm d5b28edf9cb13b38e33c2c531d5178f3 ./SRPMS/suse/7.3/otrs-1.1.2-01.src.rpm 85d73ef8c3f4ace4290f451b6f801462 ./SRPMS/suse/8.x/otrs-1.1.2-01.src.rpm 97eed426763c1b526f710a9a5d46728f ./SRPMS/redhat/7.x/otrs-1.1.2-01.src.rpm 20d069bff7a469ed18d768aab460feba ./SRPMS/redhat/8.0/otrs-1.1.2-01.src.rpm 72b195a7661eaad58286baf7969681ae ./otrs-1.1.2-01.tar.gz 8dffe0b9a0bb8ee4f79e6229082fb6cc ./otrs-1.1.2-01.tar.bz2 Upgrading: ========== For those folks who are using OTRS 1.0 and want to upgrade to 1.1 please read the UPGRADING and INSTALL files. Bugreports: =========== http://bugs.otrs.org/ (Thanks!) We appreciate your help with the development of OTRS. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Noch 104 Tage bis zum Gäubodenvolksfest! ;-) _______________________________________________ announce mailing list announce(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/announce

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authenticates customer using LDAP
by Alex Zheng 01 Jun '03

01 Jun '03

Can you use LDAP backend to authenticate customer(not user)? If yes, which modules need to be changes besides Config.pm? Thanks. Alex

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Feature: write email to customer
by gilles.massen＠restena.lu 01 Jun '03

01 Jun '03

Hello, I have a question related to a feature in the TODO List for release 1.2: "Write email (new ticket) to customer". Is there any (maybe very vague) idea for when this release will be scheduled? The reason I'm asking is that this feature is very important for us. So I will need the feature or a workaround: is anyone aware of an easy workaround? (creating a phone ticket and then replying to it works, but is quite cumbersome). I do consider a quick'n'dirty construct based on a mix of AgentPhone.pm and AgentCompose.pm. What would be needed in order to make something like this work? So far I believe it is a module and a template to go with it. Is that correct or is this far more work than it looks like? Many thanks for any comment... Best regards, Gilles -- RESTENA - DNS-LU 6, rue Coudenhove-Kalergi L-1359 Luxembourg tel: (+352) 424409 fax: (+352) 422473

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Queue sorting by P2 e-mail address, not P1!
by Alex Mihicinac 01 Jun '03

01 Jun '03

Hi all, I did some more tests and figured out that OTRS uses P2 level e-mail addresses as From reference and not P1 level (which would be more appropriate!). Is there any way to handle this? When using P1 as From reference can be a lot of problems when receiving some forwards or bounces -> replying to these mails will result in wrong To: address, which would be from the guy who did bounce/forward, not the guy who send the original mail. Thanks in advance! With regards, Alex P.S. I'll finally have some time to put together my OTRS@SunOS installantion notes - can you guys tell me how would you like to have that?

3 5

Customer and auto responses via customer.pl
by Jim Wight 01 Jun '03

01 Jun '03

A customer asks why they need to be shown auto responses when viewing their tickets via customer.pl. As far as they are concerned, these articles doesn't contain any useful information. Jim

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Auth for user helpdeskATticketDOTmyDOTdomainATticketDOTmyDOTdomain failed!
by FSackewitz＠hasco.com 28 May '03

28 May '03

Hi, I get a lot of error messages from the PostMasterPOP3.pl: --snipp-- >From otrsATotrsDOTmyDOTdomain Mon May 26 07:30:02 2003 Return-Path: <otrsATotrsDOTmyDOTdomain> X-Original-To: rootATlocalhost Delivered-To: rootATlocalhostDOTmyDOTdomain Received: by otrsDOTmyDOTdomain (orts, from userid 501) id 670428D47; Mon, 26 May 2003 07:30:02 +0200 (CEST) From: rootATotrsDOTmyDOTdomain (Cron Daemon) To: rootATlocalhostDOTmyDOTdomain Subject: Cron <otrsATotrs> $HOME/bin/PostMasterPOP3.pl >> /dev/null X-Cron-Env: <MAILTO=rootATlocalhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> Message-Id: <20030526053002.670428D47ATotrsDOTmyDOTdomain> Date: Mon, 26 May 2003 07:30:02 +0200 (CEST) ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Mon May 26 07:30:02 2003 Message: Auth for user helpdeskATticketDOTmyDOTdomainATticketDOTmyDOTdomain failed! Traceback (31668): Module: main::FetchMail (v1.9) Line: 140 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.9) Line: 106 --snipp-- Why I have there the "ticketDOTmyDOTdomain" twice? First I thought that it comes from the problem I had with my helpdesk-User (thanks Martin!) but it is still there after I fixed it. Any clues? Thx! Bye Frank Sackewitz

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More than one system address for specific queue
by Alex Mihicinac 28 May '03

28 May '03

Hi all, I'm trying to get all emails into one specific queue - emails come from different To/Cc: addresses, because OTRS' email is subscibed to couple of internal mail lists. For example To/Cc: can be helpdesk(a)inc.com or info(a)inc.com Is it possible to make OTRS get them all in one queue? If I set two system addresses pointing to the same queue still don't work. Mails from helpdesk go to correct queue, but info mails go into Raw queue. After that I've tried to use .procmailrc formail like: :0 fhw : * To:.*info@inc.com* | formail -I "X-OTRS-Queue: CorrectQueue" And still don't work (don't even have this tag in mail headers!?) Any hints? Best regards, Alex

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Use otrs together with encryption
by Sven Mannsdörfer 27 May '03

27 May '03

Hi folks! is there any possibility to integrate encryption in otrs? we need to decrypt incoming mails before adding them to otrs and encrypt outgoing eMails before they are sent. this may be a eMailserver task but in my opinion the encryption/decryption should be done as late as possible, that is only by the recipient (which is the otrs system in this case). Does any kind of plugin etc. exist which does the decryption (by using gnupg???) or / and encryption? Or has someone a script to automatically decrypt incoming eMails before they are passed to PostMaster.pl? any help / comment is very welcome. Sven

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