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Event-based notifications not sending emails
by Stanford, Philip N. 08 Nov '17

08 Nov '17

I am having problems getting event-based notifications working correctly on an old OTRS system (I'm ashamed to say this one is still running 3.0.9). I want to send an email to the customer on ticket close, so the event is 'TicketStateUpdate', the selected states are all the 'Closed*' ones, and the recipient group is 'Customer'. I've also set 'Review Required' to 'Yes' and defined the email text I want to send. If I then select a ticket and close it, after setting 'Review Required' to 'Yes', then I can see in the ticket history that no event is triggered, and no mail sent. I've tried another similar event-based notification and that doesn't work either, so my assumption is that they are broken on 3.0.9 I'm aware of the issue whereby notifications may not get sent if the agent and customer IDs are the same - but that's not the case here. I should add that this works perfectly on OTRS 5, so the solution in a way is obvious but I am wondering if there is any fix for the 3.0.9 system - I have vague memories that 'back then' some notifications had to be turned on by uncommenting some PERL code but that may have been for ticket escalations. Thanks Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________

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Mail header mime encoding bug
by Christoph Litauer 07 Nov '17

07 Nov '17

Dear OTRS-Users/-Admins, we actually use OTRS 5.0.22. We recognise problems regarding the mime encoding of the subject line when creating new email tickets. As germans we sometimes use 8-bit encodings (UTF-8) when creating tickets. If the tickets subject contains several words and more than one word contains a non-ascii character, each word for itself is base64 encoded instead of the whole subject line. This is not compliant to RFC 2047 as stated in the manual page of perl module MIME::Words: "Warning: this is a quick-and-dirty solution, intended for character sets which overlap ASCII. It does not comply with the RFC 2047 rules regarding the use of encoded words in message headers. You may want to roll your own variant, using encode_mimeword(), for your application. Thanks to Jan Kasprzak for reminding me about this problem." I patched this behaviour by changing Kernel/System/Email.pm using encode_mimeword instead of encode_mimewords sub _EncodeMIMEWords { my ( $Self, %Param ) = @_; # return if no content is given return '' if !defined $Param{Line}; return MIME::Words::encode_mimeword( Encode::encode( $Param{Charset}, $Param{Line}, ), 'Q', $Param{Charset}, ); } I think/hope that this solution implements RFC compliant behaviour. Maybe this version should be included in future otrs releases? -- Kind regards Christoph _________________________________________ Uni Koblenz, Computing Centre, Office A 022 Postfach 201602, 56016 Koblenz Fon: +49 261 287-1311, Fax: -100 1311

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ERROR: OTRS-otrs.GenericAgent.pl-10 Perl: 5.10.1 OS: linux
by Mohammad Goodarzi 06 Nov '17

06 Nov '17

I am getting this error that I cannot figure out how to solve it. I read few related questions but I could not figure out how to solve the problem. Message: Can't open '/opt/otrs/var/tmp/CacheFileSt orable/DynamicField/3a185f32828a79653f6a091eb41d040c': No such file or directory Traceback (21357): Module: Kernel::System::Main::FileRead (v1.63) Line: 337 Module: Kernel::System::Cache::FileStorable::Get (v1.9) Line: 117 Module: Kernel::System::Cache::Get (v1.21) Line: 157 Module: Kernel::System::DynamicField::DynamicFieldListGet (v1.56.2.2) Line: 856 Module: Kernel::System::GenericAgent::new (v1.81) Line: 117 Module: /opt/otrs//bin/otrs.GenericAgent.pl (v1.6) Line: 89 Is there anyway to solve this issue? Thanks

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Internal Server Error on index.pl after update from 5.0.10 to 5.0.23 on Fedora
by JAOUEN Egareg 16 Oct '17

16 Oct '17

Hi all, I have just updated my OTRS server from v5.0.10 to v5.0.23 on Fedora, using the RPM provided on the otrs.com website. All seem good... except I can't log into my OTRS system due to a 500 Internal Server Error on index.pl page. No problem on customer.pl page. Somebody had encountered the same issue ? Did you find a correction ? Thank you, Egareg JAOUEN

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Update to OTRS 6
by Andrea Iannucci 13 Oct '17

13 Oct '17

Hi everyone, I am trying to perform an update to OTRS 6 from the latest OTRS 5 stable release but when I try to run the DB Update script I receive this error: Step 16 of 33: Add basic appointment notification for reminders ... [Thu Oct 12 11:42:25 2017] DBUpdate-to-6.pl: DBD::mysql::db do failed: Incorrect string value: '\xE2\x96\xA0</s...' for column 'text' at row 1 at /home/otrs/domains/support.crazynetwork.it/private_html/Kernel/System/DB.pm line 470. ERROR: OTRS-otrs.Console.pl-Maint::Database::Check-00 Perl: 5.16.3 OS: linux Time: Thu Oct 12 11:42:25 2017 Message: Incorrect string value: '\xE2\x96\xA0</s...' for column 'text' at row 1, SQL: ' INSERT INTO notification_event_message (notification_id, subject, text, content_type, language) VALUES (?, ?, ?, ?, ?)' Traceback (16155): Module: Kernel::System::NotificationEvent::NotificationAdd Line: 404 Module: scripts::DBUpdateTo6::AddAppointmentCalendarNotification::Run Line: 162 Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157 Module: scripts::DBUpdateTo6::Run Line: 69 Module: ./DBUpdate-to-6.pl Line: 82 My system specs are: mysql Ver 15.1 Distrib 10.2.9-MariaDB, for Linux (x86_64) using readline 5.1 Server version: Apache/2.4.28 (Unix) nginx version: nginx/1.13.5 (As proxy to Apache) Does anyone can help me out with this? Thanks Best regards

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Update to OTRS 6
by Andrea Iannucci 12 Oct '17

12 Oct '17

Hi everyone, I am trying to perform an update to OTRS 6 from the latest OTRS 5 stable release but when I try to run the DB Update script I receive this error: Step 16 of 33: Add basic appointment notification for reminders ... [Thu Oct 12 11:42:25 2017] DBUpdate-to-6.pl: DBD::mysql::db do failed: Incorrect string value: '\xE2\x96\xA0</s...' for column 'text' at row 1 at /home/otrs/domains/support.crazynetwork.it/private_html/Kernel/System/DB.pm line 470. ERROR: OTRS-otrs.Console.pl-Maint::Database::Check-00 Perl: 5.16.3 OS: linux Time: Thu Oct 12 11:42:25 2017 Message: Incorrect string value: '\xE2\x96\xA0</s...' for column 'text' at row 1, SQL: ' INSERT INTO notification_event_message (notification_id, subject, text, content_type, language) VALUES (?, ?, ?, ?, ?)' Traceback (16155): Module: Kernel::System::NotificationEvent::NotificationAdd Line: 404 Module: scripts::DBUpdateTo6::AddAppointmentCalendarNotification::Run Line: 162 Module: scripts::DBUpdateTo6::_ExecuteComponent Line: 157 Module: scripts::DBUpdateTo6::Run Line: 69 Module: ./DBUpdate-to-6.pl Line: 82 My system specs are: mysql Ver 15.1 Distrib 10.2.9-MariaDB, for Linux (x86_64) using readline 5.1 Server version: Apache/2.4.28 (Unix) nginx version: nginx/1.13.5 (As proxy to Apache) Does anyone can help me out with this? Thanks Best regards -- Andrea Iannucci ---------------------- Managed Service Team Leader - Senior DevOps Engineer ---------------------- ---------------------------------------------------------------------------------------- (w) www.firstclarity.com (e) andrea.iannucci(a)firstclarity.com (t) +44 (0) 207 199 1500 ---------------------------------------------------------------------------------------- Please consider our enviroment before printing this E-Mail. Thank you. ---------------------------------------------------------------------------------------- This email and any files transmitted with it are confidential, and may be subject to legal privilege, and are intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error or think you may have done so, you may not peruse, use, disseminate, distribute or copy this message. Please notify the sender immediately and delete the original e-mail from your system. The views or opinions expressed are the author's own and may not reflect the views or opinions of First*Clarity. First Clarity Limited (05870648) is registered in England and Wales at 62-64 Baker Street, London, UK, W1U 7DF. ----------------------------------------------------------------------------------------

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mail is truncated / cut off
by Hinrich Aue 04 Oct '17

04 Oct '17

I just saw that the mail, the way OTRS shows it contains a ###########LinkHash-2############ after an FTP link. Soes anybody know where this is coming from? Hinrich Aue Sr. Software Engineer Kofax Development GmbH Wentzinger Strasse 19 79106 Freiburg Germany Tel: +49 761 452 69 57234 Fax: +49 761 452 69 58734 Hinrich.Aue(a)kofax.com blog<http://www.kofax.com/blog/> | twitter<https://twitter.com/Kofax> | linkedin<https://www.linkedin.com/company/kofax> | facebook<https://www.facebook.com/kofax.inc> | talent network<http://www.jobs.net/jobs/Kofax-Inc/join> ________________________________ This communication is only for the use of the intended recipient. It may contain confidential or proprietary information. If you are not the intended recipient or have received this communication in error, please notify the sender via phone and destroy this communication immediately. Kofax Development GmbH Sitz der Gesellschaft: Freiburg i. Brg. Registergericht: Amtsgericht Freiburg i.Br. Registernummer: HRB 7007 Gesch?ftsf?hrer: Bradford Weller, Christian Hefner, Daniel Geiger

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mail is truncated / cut off
by Hinrich Aue 04 Oct '17

04 Oct '17

Hello, every now and then there are mails which are chopped at some point. They Are not longer than other mails. We are using Exchange IMAP. Can I find some kind of log for the email filter? Are there known issues with HTML mails? Hinrich Aue Sr. Software Engineer Kofax Development GmbH Wentzinger Strasse 19 79106 Freiburg Germany Tel: +49 761 452 69 57234 Fax: +49 761 452 69 58734 Hinrich.Aue(a)kofax.com blog<http://www.kofax.com/blog/> | twitter<https://twitter.com/Kofax> | linkedin<https://www.linkedin.com/company/kofax> | facebook<https://www.facebook.com/kofax.inc> | talent network<http://www.jobs.net/jobs/Kofax-Inc/join> ________________________________ This communication is only for the use of the intended recipient. It may contain confidential or proprietary information. If you are not the intended recipient or have received this communication in error, please notify the sender via phone and destroy this communication immediately. Kofax Development GmbH Sitz der Gesellschaft: Freiburg i. Brg. Registergericht: Amtsgericht Freiburg i.Br. Registernummer: HRB 7007 Gesch?ftsf?hrer: Bradford Weller, Christian Hefner, Daniel Geiger

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Auto Responses not send for ticket creation
by Sujeeva Tissaarachchi 18 Sep '17

18 Sep '17

Dear Friends, I have an issue in Auto Responses only for "default reply (after new ticket has been created)" It send all the emails but not this. Error I found in the "SchedulerTaskWorkerERR.log" is: Quote[Wed Sep 13 05:06:57 2017] otrs.Daemon.pl: Net::SMTP: Unexpected EOF on command channel at /opt/otrs/Kernel/System/Email/SMTP.pm line 170ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-65 Perl: 5.10.1 OS: linux Time: Wed Sep 13 05:06:57 2017 Message: Can't send message: 354End data with <CR><LF>.<CR><LF>Unquote Can anyone give me a clue to resolve this issue Best Regards, Sujeeva Tissaarachchi

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AUTOREPLY otrs Digest, Vol 108, Issue 3
by baer＠opm-computer.de 14 Sep '17

14 Sep '17

Sehr geehrte Damen und Herren, in der Zeit vom 14.09.2017 bis einschließlich 03.10.2017 befinde ich mich nicht im Büro. Beachten Sie bitte, dass Ihre E-Mail nicht automatisch weitergeleitet wird. In dringenden Fällen wenden Sie sich bitte an unsere Hotline, 0203-378530, oder an Herrn Hesselmann (hesselmann(a)opm-computer.de) Mit freundlichen Grüßen Ronny Bär OPM IT Service GmbH Send otrs mailing list submissions to otrs(a)lists.otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/mailman/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)lists.otrs.org You can reach the person managing the list at otrs-owner(a)lists.otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: auto-login for customers (Sujeeva Tissaarachchi) 2. Auto Responses not send for ticket creation (Sujeeva Tissaarachchi) 3. Re: Auto Responses not send for ticket creation (Kuss Reinhard) 4. Re: Auto Responses not send for ticket creation (?r Bal?zs) ---------------------------------------------------------------------- Message: 1 Date: Sat, 9 Sep 2017 14:32:13 +0000 (UTC) From: Sujeeva Tissaarachchi <sujeeva_t(a)yahoo.com> To: Matteo Sgalaberni <sgala(a)sgala.com>, "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> Subject: Re: [otrs] auto-login for customers Message-ID: <1408979862.504333.1504967533833(a)mail.yahoo.com> Content-Type: text/plain; charset="utf-8" Hi Matteo, Did you think about AD/LDAP integration in OTRS? www.youtube.com/watch?v=7iAcNjIi2Bo ?Best Regards, Sujeeva Tissaarachchi? From: Matteo Sgalaberni <sgala(a)sgala.com> To: otrs(a)lists.otrs.org Sent: Friday, 25 August 2017, 22:14 Subject: [otrs] auto-login for customers Hello, I would like to auto-login into "customer.pl" by clicking on a link on an our CRM. I see that a quick way is it passing user/pass to the URL, but it's not a security best practice. Should be correct to obtain a auto-login without: - storing the password on the source system - passing it to the URL I searched on the documentation and found nothing. Does exist a native way to perform this or not? Thanks Matteo --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

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