Mabuhay!
Can somebody in this list help or provide me a simple step-by-step in testing the email in
an otrs system. I have installed otrs in a FreeBSD machine and successfully run some
tests like cat | Postmaster blah blah blah just as what was instructed in the otrs docus. I now
have to test the otrs system for receiving email from a valid email from a remote mail server.
So, mail.asti.dost.gov.ph is a mail server of which i have an email account soley for receiving
network trouble reports. I want to receive my trouble reports through saklolo(a)asti.dost.gov.ph
where 'saklolo' is a Filipino term for "help" (just an info).
How do i get the emails from the mail server and be able to see it in the otrs queue?
Please tulungan nyo ako... i've been stucked in this problem for about a week and im tired
of reading anymore documentations. If you have successfully installed otrs right now,
can you share me your steps on how you go through with the email testing.
Salamat po!
--Edwin
------------------------------------------------------------------------------------------------------------------
The essential thing is not the triumph but the struggle;
The important thing is not to have conquered but to have fought well.
Edwin D. Viñas http://www.geocities.com/edwin_vinas
Science Research Specialist II
Philippine Research Education and Government Information Network
------------------------------------------------------------------------------------------------------------------
Hello,
with the new EmailParser.pm everything works perfect!
Thanks for your efforts and
by
Ralph
-----Ursprüngliche Nachricht-----
Von: Martin Edenhofer [mailto:martin@edenhofer.de]
Gesendet: Mittwoch, 25. September 2002 21:50
An: otrs(a)otrs.org
Betreff: Re: AW: [otrs] Special characters in the subject
Hi Ralph,
Quoting Ralph Müller <ralph.mueller(a)forcont.de>:
> I did already open a ticket in the demo system. But the error does not
> appear there.
> I think, it is because of the status of the ticket. The ticket in trouble
> is
> set to the status 'waiting_for_customer' and if the customer replies to
the
> appropriate mail, than a new ticket is open (but only if there are special
> characters in the subject).
No, the state is unimportant. This is a problem in the mail parsing
stuff of PostMaster.pl (missing mime encode). A real Bug in 0.5 Beta7. :-/
I fixed this 1 weeks ago (did some performance improvements and more
modularity).
Anyway. Update Kernel/System/EmailParser.pm on your system (if you use
0.5 Beta7) and it should work.
If not, it would be nice to have a new bug report in our
http://bugs.otrs.org/
system (like Stefan said). It helps us. Thank you. :-)
> Tschoe
> Ralph
PS: Sorry for the long delay. But I´m on vacation in Spain! :)
Martin
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Hello,
I did already open a ticket in the demo system. But the error does not
appear there.
I think, it is because of the status of the ticket. The ticket in trouble is
set to the status 'waiting_for_customer' and if the customer replies to the
appropriate mail, than a new ticket is open (but only if there are special
characters in the subject).
Tschoe
Ralph
-----Ursprüngliche Nachricht-----
Von: Stefan Wintermeyer [mailto:stefan@wintermeyer.de]
Gesendet: Dienstag, 24. September 2002 12:17
An: otrs(a)otrs.org
Betreff: Re: [otrs] Special characters in the subject
Hi Ralph,
On Tue, Sep 24, Ralph Müller wrote:
> attached you will find the 3 messages. File 545.txt is the answer from
> an agent to a new ticket. File 546.txt is the reply from the customer
> to this answer and file 547.txt is the auto-reply for the new ticket.
Sorry to be so stiff-necked, but could you please do it with the demo
OTRS system and than open a bug in buzgzilla (adding the trouble ticket
number of the ticket). That would make the debugging so much easier for
us. Thank you!
take care
Stefan Wintermeyer
--
Stefan Wintermeyer
OK, folks, show's over. Nothing to see here. Show's O My God! A
horrible plane crash! Hey, everybody, get a load of this: flaming
wreckage! Crowd around... (Chief Clancy Wiggum)
"The Simpsons"
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Hello,
attached you will find the 3 messages. File 545.txt is the answer from an
agent to a new ticket. File 546.txt is the reply from the customer to this
answer and file 547.txt is the auto-reply for the new ticket.
Tschoe
Ralph
-----Ursprüngliche Nachricht-----
Von: Sebastian Wormser [mailto:sibbi@sibbi.org]
Gesendet: Dienstag, 24. September 2002 10:45
An: otrs(a)otrs.org
Betreff: Re: [otrs] Special characters in the subject
Hi Ralph,
Zitat von Ralph Müller <ralph.mueller(a)forcont.de>:
> But now I experienced a problem with special characters
> (Umlauten) in the subject. If a customer uses such characters
> in the subject field and than he/she answers to an reply, the
> answers is not attached to the existing case, a new case is
> opened instead.
> Any hints?
Can you provide the subject lines of those Tickets/Articles?
Is the Ticket-Number still present in the reply?
> Ralph
cu,
Sibbi
--
You can observe a lot by just watching.
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Hello,
thanks for the information how to add customer related infos to a ticket. It
works fine!
But now I experienced a problem with special characters (Umlauten) in the
subject. If a customer uses such characters in the subject field and than
he/she answers to an reply, the answers is not attached to the existing
case, a new case is opened instead.
Any hints?
By
Ralph
-----Ursprüngliche Nachricht-----
Von: Martin Edenhofer [mailto:martin@edenhofer.de]
Gesendet: Montag, 23. September 2002 16:33
An: otrs(a)otrs.org
Betreff: Re: [otrs] Customer ID and name
Hi Ralph,
On Mon, Sep 23, 2002 at 03:17:41PM +0200, Ralph M?ller wrote:
> exactly that information I was searching for. Now things became clearer to
> me.
> By the way, would it be possible to use the X-OTRS Headers to pass
arbitrary
> customer related data to the system, for example phone-number and so on.
If
> yes, what is to do to see these information in the ticket-view?
You can do this with "X-OTRS-TicketKey", "X-OTRS-TicketValue",
"X-OTRS-ArticleKey"
and "X-OTRS-ArticleValue".
X-OTRS-Ticket -=> Tags to a ticket.
Maybe contract id, contract name, product name, product-code, ...
X-OTRS-Article -=> Tags to an article.
Maybe infos about the sender, used mail agent, ...
How? -=> http://lists.otrs.org/pipermail/otrs/2002-September/000261.html
Of course you have to write your own procmail rules to generate your
X-OTRS-TicketKey1 and X-OTRS-TicketValue1 headers. And your own cmd
programs to do some lookups in an external database.
IMO I would use an html link for customer infos like phone-number,
fax-number,
address...
I mean, set just the CustomerID (via procmail, external lookup and
X-OTRS-CustomerNo)
and add an html link (Kernel/Output/HTML/Standard/TicketView.dtl and
Kernel/Output/HTML/Standard/TicketZoom.dtl) to an external html-customer-db
frontend.
So you have always the current address of your customer.
> By
> Ralph
Martin
--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
--
"The number of Unix installations has grown to 10, with more expected."
The Unix Programmer's Manual, 2nd Edition, June 1972
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Thanks for the fast reply.
Ups. Of course thanks to the others.... sorry.
The Bug #30 seems to be OK now.
I ve updated to the latest CVS files.
The header is correctly written into the mail (see below)
but I can't find the entry in the database (otrs.ticket or otrs.article)
Sorry but I am a newbie in perl.
Header of mail:
>From mscheuffler(a)maxupport.de Mon Sep 23 17:45:11 2002
Return-Path: <mscheuffler(a)maxupport.de>
Received: from localhost (localhost [127.0.0.1])
by xxx (8.12.3/8.12.3/SuSE Linux 0.6) with ESMTP id g8NFjAfE029072
for <otrs@localhost>; Mon, 23 Sep 2002 17:45:11 +0200
Received: from 172.0.0.1 [172.0.0.1]
by localhost with POP3 (fetchmail-5.9.0)
for otrs@localhost (single-drop); Mon, 23 Sep 2002 17:45:11 +0200 (CEST)
content-class: urn:content-classes:message
MIME-Version: 1.0
Content-Type: text/plain;
charset="us-ascii"
Subject: 5555
Date: Mon, 23 Sep 2002 17:40:43 +0200
Thread-Topic: 5555
Thread-Index: AcJjFpRuDYpaiD2bQcaVnYCA5XWRyw==
From: "Marc Scheuffler" <mscheuffler(a)maxupport.de>
To: <infogrames(a)maxupport.de>
Content-Transfer-Encoding: 8bit
X-MIME-Autoconverted: from quoted-printable to 8bit by xxx id g8NFjAfE029072
X-Spam-Status: No, hits=0.6 required=5.0
tests=SPAM_PHRASE_00_01
version=2.41
X-Spam-Level:
X-OTRS-TicketKey1: 5555
Part of .procmailrc:
SUBJECT=`formail -xSubject:`
:0 fhw :
* TO:.*infogrames@maxupport.de
| formail -I "X-OTRS-TicketKey1: $SUBJECT"
-----Ursprüngliche Nachricht-----
Von: Martin Edenhofer [mailto:martin@edenhofer.de]
Gesendet: Montag, 23. September 2002 16:11
An: otrs(a)otrs.org
Betreff: Re: [otrs] Is X-OTRS-TicketKey working?
Hi Marc,
On Mon, Sep 23, 2002 at 02:57:13PM +0200, Marc Scheuffler wrote:
> I ve read in the DOC that it is possible to Create "X-OTRS-TicketKey"
> The X-Header has been set but OTRS doesn't put the Key into to
> Database.
>
> Is it implemented yet?
It's implemented (X-OTRS-TicketKey1 and X-OTRS-TicketKey2). But just to write
it into the database. Not to show it.
Update the following from CVS (if you use BETA7) (http://otrs.org/cgi-bin/cvsweb.cgi/otrs/)
Kernel/Output/HTML/Standard/TicketView.dtl
Kernel/Output/HTML/Standard/TicketZoom.dtl
Kernel/Output/HTML/Standard/TicketZoomNote.dtl
Kernel/Output/HTML/Standard/TicketZoomSystem.dtl
Kernel/Modules/AgentQueueView.pm
Kernel/Modules/AgentZoom.pm
and you have the possibility to remove the '#' in the .dtl files to show the TicketKeys and TicketValues (~ line 85).
Example:
If you pipe this through the PostMaster.pl and remove the '#' (~ line 85) in
the Kernel/Output/HTML/Standard/TicketView.dtl for TicketFreeKey1 and TicketFreeValue1, then you will see this stuff.
[...]
From: root@localhost
To: otrs@localhost
Subject: Test msg
X-OTRS-TicketKey1: animal
X-OTRS-TicketValue1: dog
X-OTRS-ArticleKey1: sport
X-OTRS-ArticleValue1: football
Blah blah
CU
TicketKey1 && TicketValue1
[...]
> BTW: Fucking cool tool! Thanks Martin.
Not me alone. Stefan and Sibbi! :) And all the people who
help us! Thanks!
> Marc
PS: Is http://bugs.otrs.org/show_bug.cgi?id=30 working now?
Martin
--
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--
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Hello Martin, Hello Stefan,
exactly that information I was searching for. Now things became clearer to
me.
By the way, would it be possible to use the X-OTRS Headers to pass arbitrary
customer related data to the system, for example phone-number and so on. If
yes, what is to do to see these information in the ticket-view?
Thanks again for the excellent tool and the promt answers!
By
Ralph
-----Ursprüngliche Nachricht-----
Von: Martin Edenhofer [mailto:martin@edenhofer.de]
Gesendet: Montag, 23. September 2002 13:42
An: otrs(a)otrs.org
Betreff: Re: [otrs] Customer ID and name
On Mon, Sep 23, 2002 at 11:30:38AM +0200, Stefan ich brauche was zum trinken
Wintermeyer wrote:
> I think it makes sense to give you a very rough introduction in
> procmail. Procmail is some sort of filter which is automaticly used by
> your Mail Transfer Agend (MTA e.g. sendmail). So anytime an e-mail
> arrives at the MTA it looks in the homedirectory of a user (e.g. the
> otrs user) and in case it has a valid .procmailrc it pipes the e-mail
> through this filter. And the filter can than say "let's pipe this e-mail
> to the otrs system or let's delete it", depending on the rules.
>
> In case you are not familiar with procmail. Have a look at "man
> procmail", "man procmailex" or google.
>
> [for all those gurus]: It is just a simplified way of describing it.
Thanks Stefan! :)
I'll describe how procmail and OTRS works together.
Procmail is modifying the email by a matching role. In our case procmail
appends an X-Header to the email.
In our CustomerID example (which are two procmail rols) procmail appends an
X-OTRS-CustomerNo to the email.
[...]
## START OF OUR EXAMPLE
# --
# find FROM and add domain to X-OTRS-CustomerNo
# --
:0hc
FROM=| formail -X "From:"|perl -e '$i=<STDIN>; $i=~s/^From:
//;$i=~s/\(.*?\)//;$i=~s/<(.*?)>/$1/;$i=~s/ //g;$i=~s/.*(a)(.*)/$1/;print $i'
:0 fhw :
| formail -I "X-OTRS-CustomerNo: $FROM"
## END OF OUR EXAMPLE
[...]
After this role the email will be piped through the PostMaster.pl. The
PostMaster.pl is scanning this email (specifically the X-OTRS-Headers) and
puts the value of X-OTRS-CustomerNo into the CustomerID of the ticket.
A second example (simpler). The next procmail role is matching all emails
where in the To: or Cc: is an email with *(a)example.com (e. g.
support(a)example.com)
and appends an "X-OTRS-Queue: example" header.
[...]
# --
# Examples for queue presorting.
# --
:0 fhw :
* TO:.*@example.com
| formail -I "X-OTRS-Queue: example"
[...]
After this role the email will be piped through the PostMaster.pl. The
PostMaster.pl is scanning this email (specifically the X-OTRS-Headers) and
puts
the email into the example queue.
-=> Of course you have to lern the procmail syntax (man procmailex), but if
you got
this, you will be able to do "all kind" of sorting, matching, modifying
... with emails.
PS: There are more X-OTRS-Header for use, e. g. X-OTRS-Priority and
X-OTRS-State
(more doc/X-OTRS-Headers.txt).
Is it clear to you?
Martin
--
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--
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Hi,
I ve read in the DOC that it is possible to Create "X-OTRS-TicketKey"
The X-Header has been set but OTRS doesn't put the Key into to Database.
Is it implemented yet?
BTW: Fucking cool tool! Thanks Martin.
Marc
Hello Martin,
thanks for your answer.
I am not that used with configuring all the mail stuff, so could you shortly
explain, how mails are processed by otrs and how procmail is involved? What
do I have to configure, so that procmail is used?
Thanks in advance for your effort!
By
Ralph
-----Ursprüngliche Nachricht-----
Von: Martin Edenhofer [mailto:martin@edenhofer.de]
Gesendet: Freitag, 20. September 2002 16:07
An: otrs(a)otrs.org
Betreff: Re: [otrs] Customer ID and name
Hi Ralph,
On Fri, Sep 20, 2002 at 01:51:52PM +0200, Ralph M?ller wrote:
> since a while I am playing around with otrs, and I have to say it is
really
> hot stuff!
Nice! :)) Thanks!
> Now I have a question concerning the customer ID. Is it possible to assign
> the customer ID automaticaly, for instance according the domain-part of
the
> sender address (when a new mail arrives and opens a new ticket)? And is it
> possible to assing a customer-name to a customer ID? This would make it
> easier to search cases from a particular customer.
Yes, you can do. At first, the design of OTRS is to use an external customer
db. Normally there is (in the most cases) an existing customer db.
How can you assign a customer ID automaticaly with domain:
==========================================================
You can do this with procmail. Add the follwing after "Remove all X-OTRS".
[~otrs/.procmailrc]
# --
# Remove all X-OTRS Header (allow this only for trusted email)
# e. g. from *(a)example.com
# --
:0 fhw :
* !^X-OTRS-Ident: ahfiw2Fw32r230dddl2foeo3r
| grep -vi '^X-OTRS-'
## START OF OUR EXAMPLE
# --
# find FROM and add domain to X-OTRS-CustomerNo
# --
:0hc
FROM=| formail -X "From:"|perl -e '$i=<STDIN>; $i=~s/^From:
//;$i=~s/\(.*?\)//;$i=~s/<(.*?)>/$1/;$i=~s/ //g;$i=~s/.*(a)(.*)/$1/;print $i'
:0 fhw :
| formail -I "X-OTRS-CustomerNo: $FROM"
## END OF OUR EXAMPLE
[...]
Note: If the shell of the otrs user is /bin/false (default) you have to add
on the
top of the procmailrc "SHELL=/bin/bash":
[...]
SYS_HOME=$HOME
SHELL=/bin/bash
PATH=/bin:/usr/bin:/usr/local/bin
MONTHFOLDER=`date +%Y-%m`
[...]
This is just an example. You also can call an CMD program (not this perl -e
stuff)
which do lookups in your own customer db.
You also can do queue filtering with procmail
(http://otrs.org/pages/index.pl?Action=Ext&Site=Docu/xheader_otrs_queue.html
).
How can you link your customer db with otrs:
============================================
If your customer db has a web frontend. So add an html link in the dtl
templates
e. g. Kernel/Output/HTML/Standard/TicketView.dtl ->
"<a
href="http://yourdb/customer.php?CustomerID=$Data{"CustomerID"}">$Data{"Cust
omerID"}</a>"
Click on this link and the customer data will be shown.
If you don't have a web frontend. Write a little CMD program like
"show_customer.sh"
or "show_customer.pl" with an argument as customer id. Add to the dtl where
the customer data should be the following:
[...]
<table>
<tr>
<td>
Customer Info:
</td>
<td>
<dtl system-call $Data{"CustomerInfo"} = "show_customer.sh
$Data{"CustomerID"}">
$Data{"CustomerInfo"}
</td>
</tr>
</table>
[...]
And the output of the CMD program is shown there.
> An other wish is a reminder time/date. It would be nice, if I could give a
> ticket the status 'waiting_for_reminder' together with a response
deadline,
> after which the ticket would come up again. This would be helpful if one
> have sent an answer to a customer, but the customer does not response.
After
> the reminder has expired, one can contact the customer again or close the
> case.
This is planed for 0.5 Beta9. :)
> Thanks again for your great work!
> By
> Ralph
Martin
--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
--
Perfection is our goal, excellence will be tolerated. -- J. Yahl
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Mabuhay!
I can add a user in my otrs by using the Admin:User adder.
But when i changes the root@lovalhost admin user with a new one,
i couldn't login when i try to use the new admin username & password.
I've repeated this several times now, but i think its not a typographical error.
Why is it?
Salamat Po!
-Edwin
------------------------------------------------------------------------------------------------------------------
The essential thing is not the triumph but the struggle;
The important thing is not to have conquered but to have fought well.
Edwin D. Viñas http://www.geocities.com/edwin_vinas
Science Research Specialist II
Philippine Research Education and Government Information Network
------------------------------------------------------------------------------------------------------------------
