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RE: Win2k Sending Email Resolved!!!
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

Good gosh I finally got it. I'm not sure what was causing the problems but I dropped Exim, tried Blat, dropped blat.. tried MS's port of sendmail, dropped that. Ended up with Indigo Star's Sendmail port for Windows (30 day eval, $49 purchase). It came with a .pl script that looked alot like EmailSend.pm's routine so my confidence was high! I was able to manually do a few sends with their script... no mail munges and it appeared to operate rock solid. However! :) Once I tried using it with OTRS, no mail would go out. OTRS' log happily reported the messages were sent, sendmail.log reported no errors and no sends... and I never got my mail. I found there is something in the mail sending pm's that needs to be changed for this particular port of sendmail. Here's the first fixes I found to get email working with Win32 IndigoStar Sendmail... 1) Install Sendmail (I chose c:\sendmail\) 2) Sendmail path in Config.pm needs to be c:/yourpathhere/sendmail.exe -t -console 3) AgentCompose.pm has to be changed. It appears the '$RetEmail' breaks IndigoStar sendmail rather quietly. Maybe this should be optional in the PM to prevent others from having headaches? Maybe a config line for return mail that is only placed if it's not blank? The final line was: if (open ( MAIL, "|$Self->{Sendmail}")){ My take on this is that since it read the From, etc in the headers (-t) I think the $RetEmail was unneccesary 4) Any other instances of Sendmail (like EmailSend.pm) must be changed as well or silent email failure will occur. I still don't know why exim was causing munged emails. My hosting service is lost on that one. Robert... you might consider taking a look at IndigoStar as an option for the install docs on Windows. I found it absolutely simple to install and configure and it seems like a much 'thinner' solution that installing cygwin, downloading, setting permissions, etc. Further... IndigoStar has a feature which is required in some shared hosting environments, that being server authentication on the default account. There are alot of anti-spam SMTP tests out there requiring the checking of mail (authentication) before a send can occur. This pre-authentication test in IndigoStar gets around that. Thanks to all for so much help... I thought I'd never see the light of day. Management is happy and off my back. Thanks for all the hard work on the software, we are really going to get tremendous use out of it! Charles

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Re: Feature Request
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

> > I would like to request there be more fields for customer contact > > information such as phone, alt phone fax and a few custom fields that can be > > relabeled to meet the needs of the OTRS implementor. > > I understand the need for such a feature, no question about this. > In general there is the problem of proper usage and maintenace of > the custom fields in the OTRS (and the underlying database). > > I can say from practical experience, that once a critical number of > companies ans support contracts is reached (two or three dozens probably) > nobody will be able to track changes that have been made to your customer > database, so these changes will not be available in the OTRS. >well, not neccessarily. If you would use the LDAP customeruser module >(ieks, I still haven't finished it *g*) you have only one customer base. >What I could do is to write a generic mapping mechanism that would be >displayed on a customerinfo page. so you can specify as much info with >the aproperiate mapping as you want. Martin, what do you think? Originally when I saw customer code I thought I could cluster support users under a code and logically group people that way but it caused a little confusion so I skipped that. The way I envisioned this (from the end user POV, and what would be optimal since I'm dreaming of something that doesn't exist, is that you have one table of companies, one table of employees (or customers) for that company, one table of products and a table of purchases with support agreement dates. All of these are tied together and work pretty much as explaned above. From the back end though: 1) You add your product/service line to the products table on initial setup. Since we use software, each major release would be a product name.. liek Gage InSite 2003, 2004, etc. 2) Under company you state the company 3) You add multiple purchases/support contracts per purchase for that company and have a notes field so minor revision notes might be added. As people upgrade or contracts expire you simple change this table. 4) You add employees(customers) to a company (if they are a single entity you just name the company their name and treat the corresponding employee like a contact record). I think the customer users and employee table I'm discussing are one and the same and should be to avoid confusion. To access this, it would be a simple link from a ticket view.. You could click and get something like: Joe's Software Joe Mann 123-123-2322 joe(a)software.com 123 West Way Hereville, US 29333 Products: Softsoft 2003 Support Expires:2/14/2003 Softwhat 2002 Support Expires:2/12/2002 I wouldn't even attempt to do anything that calculates the dates and says "this contract is expired, cannot send answer", or even search on those fields, etc. I would simply provide some method of relabeling some custom fields so you can specify what a date or text field relates to. CT

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Always Feature Requests ?!
by Marc Scheuffler 04 Mar '03

04 Mar '03

Hi, there seems to be a global feature request wave. What about this: A Get Next Button Example: There are several pools with emails in. An email agent just want to process easy mails and not to answer difficult emails. But to handle the difficult emails too the agent has only the possibility to press GET NEXT and receives the oldest mails from what pool ever in his personal queue! The amount of the emails send to the personal queue could be defined in the Admin area. The agent is not able to look into the pools to pick his favorites. What do others think about this? Cheers, Marc

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Feature Request
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

We've been using OTRS in-house for a few days now and I have a request. It appears to me that every time we find something that seems perfect for us, it's always missing one little thing that makes it 100% perfect. OTRS needs to have a few more customer-contact features as you currently have to use external software for this purpose. I realize I could spend time and do this, and probably will, but I'm just putting it out here for consideration by the core developers. We are a software house serving a worldwide customer base and hopefully some of our findings (we've been through about a dozen ticket systems) can help make OTRS even better than it already is. I would like to request there be more fields for customer contact information such as phone, alt phone fax and a few custom fields that can be relabeled to meet the needs of the OTRS implementor. Right now we have to depend on secondary software to lookup customer info and just being able to click a 'customer info' link at a ticket view would save tons of time. Here is a sample of what we might need that others could add to: Company name Employee Name (child table of company) - We are often contacted by up to 5 people in a company on various issues so being able to group emplyees under company (which is close to what company code does but not quite) would be beneficial. Further... a large scale corporation has divisions so the ability to add multiple contacts per company would help in this case. Phone Alt Phone Fax Product (custom) ... sometimes there are multiple products Version (custom) Support Contract? (custom)... we have two support types.. email/web and phone we don't phone unless there is a support contract Support COntract Expiration (custom) You get the idea... an idea as it would relate to OTRS, in our custom software packages for measurement systems we have solved custom field issues through providing eight additional text fields, 8 numeric and two date fields per unique item record. Along with that is a master table of 'labels' by which you can specify what those fields are used for. This allows the end user (OTRS admin in this case) to label Custom1 as Product Custom2 as Version, CustomDate1 as Support Contract Expiration, etc. This keeps OTRS development from forcing people to use canned contact info and allows some flexibility for the end user to configure their own contact system. When displaying custom fields you only show fields for which there is a corresponding label in your label table. CT

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RE: Win2k Mail Sending Problems - Headers Intepreted Differently by different services
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

Ok.. I've done some more searching on my problems with munged headers coming out of OTRS and now have it tracked down to specifics. I don't know enough about mail headers to get this to do what I think needs to be done. If anyone could help me figure out what's going on I'd appreciate it. We're ready to throw the switch on this and start using it in house the second this last issue is resolved. Problem #1 ---------- The emails coming from OTRS appear to have no newlines in their headers and thus I'll end up with this as a message body: -------------------- Content-Disposition: inline Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Message-Id: <1046699177.1251.2194519043.5.1(a)www.indysoftsuppport.com> From: IndySoft Support <otrs(a)indysoft.com> Organization: IndySoft Corporation X-Mimetools: 1.1 X-Mailer: MY OTRS Mail Service (1.2) X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) To: <charlest(a)indysoft.com> Date: Mon, 03 Mar 2003 08:46:17 -0500 Subject: [indysoft] [Case#: 1000013] Re: Test Support Sehr geehrter Charles R. \Rusty\ Thompson, Danke für Ihre Anfrage. "Charles R. \"Rusty\" Thompson" <charlest(a)indysoft.com> wrote: > I want a case number > -- Thanks, OTRS Admin IndySoft Support -- -------------------- Out of curiosity I opened the email and saved it as a .eml (Outlook email format). When I opened it, same difference. So then I added newlines after each header item and resaved the .eml -------------------- Content-Disposition: inline Content-Transfer-Encoding: 8bit MIME-Version: 1.0 Message-Id: <1046699177.1251.2194519043.5.1(a)www.indysoftsuppport.com> From: IndySoft Support <otrs(a)indysoft.com> Organization: IndySoft Corporation X-Mimetools: 1.1 X-Mailer: OTRS Mail Service (1.2) X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) To: <charlest(a)indysoft.com> Date: Mon, 03 Mar 2003 08:46:17 -0500 Subject: [indysoft] [Case#: 1000013] Re: Test Support Sehr geehrter Charles R. \Rusty\ Thompson, Danke für Ihre Anfrage. "Charles R. \"Rusty\" Thompson" <charlest(a)indysoft.com> wrote: > I want a case number > -- Thanks, OTRS Admin IndySoft Support -- -------------------- When I opened this one..viola! It appears as it should with the To: Subject, etc all where they are supposed to be. Somehow the newlines in the headers are getting truncated. So I started looking at SendArticle.pm for missing newlines... no dice there. I traced the packages through MIME and Mail and finally got dizzy and had to quit :) Then I created a new account with an email address on a totally different service than I had been using to test and that account worked! Weird... So I tried a third different service. That one failed. When replying to a Queue Message, Outgoing mail to Dell Hosted Services and Bellsouth accounts get munged while mail going to Verio services does not. I would speculate the headers aren't being read correctly but then I think "How could the mail get sent?" Not knowing much about mail sending I am assuming that the headers are primarily for client interpretation while the actual delivery to the To/Cc is done through command line parameters or the like. Possible Cause??? I *think* what is going on here is that some mail servers munge up the headers (maybe something in the order or syntax confuses them?) while others leave them be. I can visually see a difference in the headers from one service to the other so I'm very confused how this is happening. Problem #2 ---------- At this point I decided ok... let's see where else this occurs. I discovered this... sending an email via the AdminEmail utility, only the From field is placed correctly in the received mail. There appears to be an additional newline after the From: field which prevents the subject and rest of the lines from being read correctly. At this point I'm wondering what, if anything, can be done to get this mess straightened out. I think all that needs to occur is either some resorting of the headers, making sure something is in the header that should be, or making absolutely certain the newlines are in there properly. All in all... I see something here that isn't working 100% of the time so my first guess is a more generic header needs to be generated and I'm not sure how that's done. I'm still poking around but management won't let me 'play' with this much longer. I've invested a good bit of time in this and really don't want to have to go to them and say we gotta switch to yet another package. Charles

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Diego Fernandez/Openware/AR está ausente de la oficina.
by Diego Fernandez 04 Mar '03

04 Mar '03

Estaré ausente de la oficina desde el 03/03/2003 y no volveré hasta el 03/10/2003. Responderé a su mensaje cuando regrese. Durante mi ausencia contactarse con Diego Mascietti y/o Carlos Crembil.

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Auto-Responders
by Charles R. "Rusty" Thompson 04 Mar '03

04 Mar '03

I can't seem to get the auto responders to work in the following manner. Can someone coach me on how to set this up? We have a multi-tier support system as follows: Incoming Tier 1 Tier 2 Tier 3 Critical Incoming Web Posts or Emails go into the Incoming Queue. Once reviewed, if the request is indeed an issue, it is moved into Tier 1. From that point I would like to have OTRS fire off an email to the sender stating that the case has been opened and provide the case (ticket) number for tracking purposes. Afterwards, any incomimg mail for that case should go to Tier 1 queue automatically as it has been pre-qualified. I assumed the auto-response along with the email routing could do this but it's escaping me how to set it up to work as expected.

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RE: [otrs] Queue view question
by Covert, Jake 03 Mar '03

03 Mar '03

Thanks for all the hard work! -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Monday, March 03, 2003 2:18 AM To: otrs(a)otrs.org Subject: Re: [otrs] Queue view question Hi Jake, On Thu, Feb 27, 2003 at 10:02:02AM -0500, Covert, Jake wrote: > How can I see all of the tickets are in a given queue, even if I don't own > them all. I have queue "Computer Lab", with 10 tickets. 3 are assigned to > one tech, 4 to another and the rest to a third technician. > > If I click on [queue view] I only see the 'New' ones. I'd like to see all > open tickets though based by queue. Use the "Ticket Status" for this. Utilities -=> Ticket Status (sort by queue). > ----- > Jake Covert Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Feature request
by Covert, Jake 03 Mar '03

03 Mar '03

Feature Request: 1) Add / Enable a customer preference that allows them to only see their open tickets in the 'My Tickets' view. Cheers, Jake Covert

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Queue view question
by Covert, Jake 03 Mar '03

03 Mar '03

How can I see all of the tickets are in a given queue, even if I don't own them all. I have queue "Computer Lab", with 10 tickets. 3 are assigned to one tech, 4 to another and the rest to a third technician. If I click on [queue view] I only see the 'New' ones. I'd like to see all open tickets though based by queue. Any thoughts? ----- Jake Covert -----

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