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RE: [otrs] Integrating OTRS with e-mail more easily
by Gene Parks 27 Jan '03

27 Jan '03

I have been thinking about this on and off and maybe some of the functions from Big Brothers mail interface can be of use here. Gene -----Original Message----- From: Moshe Leibovitch (SoftLink) [mailto:moshe@softlink.com] Sent: Monday, January 27, 2003 2:57 AM To: 'otrs(a)otrs.org' Subject: [otrs] Integrating OTRS with e-mail more easily Hi, I would like to see this functionality as well. the locking problem can be solved by sending a "LOCK" email at the beginning of the processing by the agent. one of the big advantages of having this interface, is easy integration with hand held devices and cellulars, that do not have a web interface. Regards, Moshe _______________________________________________ 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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Integrating OTRS with e-mail more easily
by Moshe Leibovitch (SoftLink) 27 Jan '03

27 Jan '03

Hi, I would like to see this functionality as well. the locking problem can be solved by sending a "LOCK" email at the beginning of the processing by the agent. one of the big advantages of having this interface, is easy integration with hand held devices and cellulars, that do not have a web interface. Regards, Moshe

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RE: [otrs] A Few Questions...
by Jolet, John 24 Jan '03

24 Jan '03

ah, then we can assume you have successfully collected mail for that address outside of otrs.... -----Original Message----- From: L. Mark Stone [mailto:LMStone@LMStone.com] Sent: Friday, January 24, 2003 6:46 AM To: otrs(a)otrs.org Subject: RE: [otrs] A Few Questions... John, I'm Argent's CIO (probably I should have mentioned this in my first post) and we have configured Exchange to support POP3 and SMTP as we have a number of users worldwide who travel a great deal and must rely on slow dialup connections. They typically use Outlook Express, Eudora, Evolution (without the Exchange connector) or Kmail. Stefan, I'd be happy to document how to configure Exchange for POP3 and SMTP use. But I'd like to get my system working first! :-) On Fri, 2003-01-24 at 07:11, Jolet, John wrote: > on the exchange issue...you DO know that exchange doesn't support pop, imap, > or smtp by default right? run fetchmail or some other pop collector at the > command line to make sure your unix system can collect the mail first. > > -----Original Message----- > From: L. Mark Stone [mailto:LMStone@LMStone.com] > Sent: Thursday, January 23, 2003 5:20 PM > To: otrs(a)otrs.org > Subject: [otrs] A Few Questions... > > > I've set up RC2 on a SuSE 8.1 system. All the basics work, so now I'm > trying to customize the system for a particular use, and although I've > now read the manual several times, I am clearly missing > something--probably embarrassingly basic! > > Here's what I am trying to accomplish: > > 1. OTRS will be (hopefully!) the front line of a help desk for all > domain users at argenttrading.com. > > 2. The OTRS system is setup on a different domain (lmstone.com) in a > different physical location than Argent. > > 3. Argent's email system is Exchange 2000, so, I set up a new User > account in Exchange called "Trouble(a)argenttrading.com". In this way > Argent users with a problem can send an email to this address (and get > OTRS to auto-reply). > > 3. I customized OTRS via the Root account by adding an Argent queue, a > new OTRS user, a POP3 account (trouble(a)argenttrading.com) and also a > few Salutations, Signatures and auto-response messages. > > 4. I added (I think correctly) the new OTRS user to all three default > groups (by holding down CTRL and selecting all three groups). > > 5. I sent a test message to trouble(a)argenttrading.com. I can log in via > Outlook Web Access and see that the message arrived. > > But, now I have two problems: > > First, OTRS doesn't seem to have gone and collected the test message. > > Second, when I log in to OTRS as the new user I created, the Argent > queue doesn't appear on the front page. It's not clear to me if I need > to somehow "attach" the Argent queue to the new user. Or something else > perhaps! > > > I feel like I haven't understood the "Zen" of OTRS fully, so any > suggestions would be greatly appreciated! > > Thanks, > Mark -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.com _______________________________________________ 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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I can't send tickets
by Ruben Lopez 24 Jan '03

24 Jan '03

Hi, The Customer Users can't send tickets, when trying it shows me the following error: Software error: at /opt/otrs/bin/cgi-bin/../../Kernel/System/Ticket/Number/AutoIncrement.pm line 74. For help, please send mail to the webmaster (root@localhost), giving this error message and the time and date of the error. I'm using Red Hat 7.3, mysql-3.23.49-3 and apache-1.3.23-11. Thanks for any help. ------- RUBEN DARIO LOPEZ A. Ingeniero de Operaciones Ubiquando Ltda.

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RE: [otrs] A Few Questions...
by Jolet, John 24 Jan '03

24 Jan '03

not an exchange guru, just know that you have to add a piece or pieces of software (which requires a reboot, of course) to add those protocols...i know because i've been bugging MY exchange admin to do it! -----Original Message----- From: Stefan Wintermeyer [mailto:stefan@wintermeyer.de] Sent: Friday, January 24, 2003 6:19 AM To: otrs(a)otrs.org Subject: Re: [otrs] A Few Questions... On Fri, Jan 24, Jolet, John wrote: > on the exchange issue...you DO know that exchange doesn't support pop, imap, > or smtp by default right? run fetchmail or some other pop collector at the > command line to make sure your unix system can collect the mail first. Could some of the Exchange gurus in this mailinglist add a little chapter to the manual which describes how to configure Exchange to do so or which contains a link to such a documentation? I am not familiar with Exchange and I don't wanna be so I can't do it by my self. Thanks! take care Stefan Wintermeyer -- Stefan Wintermeyer What is the Matrix? (Neo) "The Matrix" _______________________________________________ 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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RE: [otrs] A Few Questions...
by Jolet, John 24 Jan '03

24 Jan '03

on the exchange issue...you DO know that exchange doesn't support pop, imap, or smtp by default right? run fetchmail or some other pop collector at the command line to make sure your unix system can collect the mail first. -----Original Message----- From: L. Mark Stone [mailto:LMStone@LMStone.com] Sent: Thursday, January 23, 2003 5:20 PM To: otrs(a)otrs.org Subject: [otrs] A Few Questions... I've set up RC2 on a SuSE 8.1 system. All the basics work, so now I'm trying to customize the system for a particular use, and although I've now read the manual several times, I am clearly missing something--probably embarrassingly basic! Here's what I am trying to accomplish: 1. OTRS will be (hopefully!) the front line of a help desk for all domain users at argenttrading.com. 2. The OTRS system is setup on a different domain (lmstone.com) in a different physical location than Argent. 3. Argent's email system is Exchange 2000, so, I set up a new User account in Exchange called "Trouble(a)argenttrading.com". In this way Argent users with a problem can send an email to this address (and get OTRS to auto-reply). 3. I customized OTRS via the Root account by adding an Argent queue, a new OTRS user, a POP3 account (trouble(a)argenttrading.com) and also a few Salutations, Signatures and auto-response messages. 4. I added (I think correctly) the new OTRS user to all three default groups (by holding down CTRL and selecting all three groups). 5. I sent a test message to trouble(a)argenttrading.com. I can log in via Outlook Web Access and see that the message arrived. But, now I have two problems: First, OTRS doesn't seem to have gone and collected the test message. Second, when I log in to OTRS as the new user I created, the Argent queue doesn't appear on the front page. It's not clear to me if I need to somehow "attach" the Argent queue to the new user. Or something else perhaps! I feel like I haven't understood the "Zen" of OTRS fully, so any suggestions would be greatly appreciated! Thanks, Mark -- ___________________________________________________________________ A Message From... L. Mark Stone http://www.lmstone.com _______________________________________________ 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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OTRS 1.0 RC2 Seg.-Fault beim Apache-Start
by Joerg Frings-Fuerst 23 Jan '03

23 Jan '03

Hallo, ich habe mir gerade OTRS 1.0 RC2 als SuSE-rpm gezogen und auf ein frisch installiertes System installiert. Ein Problem : Apache stürzt beim starten mit einem Seg-Fault ab. In keinem Log steht etwas darüber. Wenn ich die apache-httpd.include.conf auskommentiere ist es wieder ok. Zum Testen habe ich mal das Perlrequire-Statement rausgenommen; dann gibts zumindest keinen Seg-Fault mehr. Zur Fehlersuche habe ich mal versucht einzelne use-Klauseln in der Datei apache-perl-startup.pl auszukommentieren : immer wieder Seg-Fault :-(( Irgendeine Idee waran es liegen könnte ? Jörg -- Jörg Frings-Fürst 54526 Landscheid http://www.fixundfoxi.dyndns.info -- Registered Linux User # 280687 ICQ 170365098 GPG Key ID : 9E5F BE06 E208 BAA3

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Install Problem on FreeBSD 4.7
by OTRS 22 Jan '03

22 Jan '03

Can anyone help us out because I have no idea what this means.. We are running FreeBSD 4.7-RELEASE with OTRS 1.0.0 RC2 and everything seems to install okay using the web installer http://192.168.175.117/otrs/bin/cgi-bin/instaler.pl. But when it completes and says you may login to http://192.168.175.117/otrs/bin/cgi-bin/index.pl we get this error. Error: Access denied for user: 'otrs@localhost' (Using password: YES) Comment: Please contact your admin # Bug Report: Click here to report a bug! # Handle: /usr/local/psa/lib/perl5/site_perl/5.005/i386-freebsd/Apache/Registry.pm # Frontend Subfunction: Apache::ROOT192_2e168_2e175_2e117::otrs::bin::cgi_2dbin::index_2epl::handler (v 1.49) # Frontend Line: 123 # Backend Subfunction: Kernel::System::DB::new (v 1.22) # Backend Line: 55 # Backend BackendMessage: Access denied for user: 'otrs@localhost' (Using password: YES) And this is what I'm seeing on the console.. Jan 21 10:56:37 ticket-srv OTRS-CGI-10[1307]: [Error][Kernel::System::DB::new][Line:55]: Access denied for user: 'otrs@localhost' (Using password: YES) Thanks -Brian

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Error in DBUpdate-to-1.0.mysql.sql of RC2
by Andreas Haase 20 Jan '03

20 Jan '03

Hello, in file DBUpdate-to-1.0.mysql.sql there is an sql error in the alter statement beginning in line 100. ALTER TABLE charset MODIFY name VARCHAR (200) NOT NULL, charset VARCHAR (50) NOT NULL, comment VARCHAR (250) ; should be ALTER TABLE charset MODIFY name VARCHAR (200) NOT NULL, MODIFY charset VARCHAR (50) NOT NULL, MODIFY comment VARCHAR (250) ; Bye, Andreas -- --------------- professional INTERNET services -------------- EastLink GmbH - Augustusburger Strasse 1 - D-09111 Chemnitz voice: +49-180-5432060 fax: +49-371-4320626 www.eastlink.de

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More: RC1.0/Suse 8.1 Install Problem
by Alan Yorinks 20 Jan '03

20 Jan '03

In addition to my original message below, when I do the rcapache I get the following: linux:/home/afy/tmp # rcapache restart Shutting down httpd done Starting httpd [ Mailman PERL PHP4]/usr/sbin/rcapache: line 206: 9114 Segmentation fault $HTTPD_BIN $INET6 -t -f /etc/httpd/httpd.conf $MODULES >> /var/log/httpd/rcapache.log 2>&1 Syntax OK failed Any Ideas on this and the problem restated below. I am sure I must be doing something wrong. I did do the SuSEConfig first. Thanks, Alan Yorinks First Message: I just installed SuSE 8.1, and tried to install OTRS RC1.0 RPM and get the following message: Exception in ../SRC/services.c, line 299 concerning file not opened Here is what I did to install the RPM: linux:/home/afy/tmp # rpm -ivh otrs-1.0.0-RC1.i*.rpm otrs ################################################## Check OTRS user (/etc/passwd)... otrs exists. SetPermissions.sh <$Revision: 1.15 $> - set OTRS file permissions Copyright (c) 2002 Martin Edenhofer <martin(a)otrs.org> Setting file permissions... chown -R 0:0 /opt/otrs chown otrs:nogroup /opt/otrs chown otrs:nogroup /opt/otrs/.fetchmailrc chmod 0710 /opt/otrs/.fetchmailrc chown otrs:nogroup /opt/otrs/.procmailrc chmod 0644 /opt/otrs/.procmailrc chown -R otrs:nogroup /opt/otrs/var/ chown -R wwwrun:nogroup /opt/otrs/var/sessions/ chown otrs:nogroup /opt/otrs/var/log/TicketCounter.log chmod -R 755 /opt/otrs/bin/ (chown && chmod 700) otrs:0 /opt/otrs/bin/DeleteSessionIDs.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/UnlockTickets.pl (chown && chmod 700) otrs:0 /opt/otrs/bin/otrs.getConfig Exception in ../SRC/services.c, line 299 concerning file not opened Thanks, Alan Yorinks _________________________________________________________________ The new MSN 8: smart spam protection and 2 months FREE* http://join.msn.com/?page=features/junkmail

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