- otrs - OTRS mailing lists

error in log: email no XY is empty!
by Jan.Dreyer＠bertelsmann.de 12 May '11

12 May '11

Hi, we have lots of errors of this form in otrs.log: ---8< --- [Wed May 11 04:56:09 2011][Error][Kernel::System::MailAccount::IMAPS::_Fetch][159] IMAPS: Can't process mail, email no 17 is empty! ---8< --- We are fetching on our linux system (SLES11) from an Exchange (2010 afaik) server. Can anyone shed a light on a) if mails will get lost b) how that error could occur (no one sends empty mails to that addresses) ?? Greetings Jan Dreyer

2 2

Re: [otrs] OTRS Feature
by Gadow, Shawn 12 May '11

12 May '11

All of the below are available + many more features Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Darshak Modi Sent: Wednesday, May 11, 2011 7:56 AM To: otrs(a)otrs.org Subject: [otrs] OTRS Feature Dear OTRS Group, We are evaluating OTRS for our Support System. Hope you guys can help us so we can go for OTRS. We currently have system where is client send email to an alias & a ticket is generated. The ticket gets updated if the alias mail is kept in cc/to while replying to the mails. Is it possible in OTRS? We are looking for some features as below 1. Ticket can be created either by mail/ browser 2. Ticket can be assigned to some group mail/personal mail. 3. Ticket can be tracked ,SLAs can be monitored 4. Mail should come when someone responds the ticet. 5. Reports should be available. 6. Customer can do attachment and select priorities. 7. Customers should be created such that different products can be assigned to him for ticket generation for that product 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications Thanks Darshak

5 6

Proposed: OTRS community training library
by Robert Butler 12 May '11

12 May '11

Hello, I've successfully implemented OTRS for the helpline section at a U.S. State Government Agency and it's really changed for the better how they do business. I am slowly but surely winning over the hearts and minds of other sections as well. I've started basic and informal training events with me on a projector and students on training computers, but I will eventually have to develop something more thought-out. I am curious if others here have done so and would be willing to share their training materials-- images, PowerPoint, training agenda, etc. -Bob

1 0

Fulltext search does not include ticket numbers. Any fix?
by Lars Jørgensen 11 May '11

11 May '11

Hi, We mainly use the fulltext search field (Frontend::ToolBarModule###10-Ticket::TicketSearchFulltext) for searching for tickets when a customer calls in with a ticket number. If that ticket number has not appeared in either subject or body of an article in the ticket, it is not possible to find the ticket by fulltext search. Is there a simple fix for this, or should I make a feature request somewhere? Lars

3 3

OTRS Feature
by Darshak Modi 11 May '11

11 May '11

Dear OTRS Group, We are evaluating OTRS for our Support System. Hope you guys can help us so we can go for OTRS. We currently have system where is client send email to an alias & a ticket is generated. The ticket gets updated if the alias mail is kept in cc/to while replying to the mails. Is it possible in OTRS? We are looking for some features as below 1. Ticket can be created either by mail/ browser 2. Ticket can be assigned to some group mail/personal mail. 3. Ticket can be tracked ,SLAs can be monitored 4. Mail should come when someone responds the ticet. 5. Reports should be available. 6. Customer can do attachment and select priorities. 7. Customers should be created such that different products can be assigned to him for ticket generation for that product 8. Customer can view/get notification on receiving ticket/change of status- NOT ALL But some notifications Thanks Darshak

1 0

Ticket - field Time units (work units)
by Sérgio Cintra 10 May '11

10 May '11

Hi there When creating ticket, what kind of entry is placed in the field Time units (work units)? day / hour Thank you Sergio

2 1

Remove attachments from emails
by ravi shanker 10 May '11

10 May '11

Hi, I want to remove attachments from emails sent to our mailbox,which in turn create tickets in otrs....is there any config setting.Please help.

4 4

Cron Job Problem
by James Roman 10 May '11

10 May '11

I have just resolved an issue that I thought someone else might run into in the future, so I'm posting it to the list for future googlers. Problem Symptoms: * OTRS cron jobs are not executing, as a result no remote e-mail fetching is occurring * Manually running "Fetch Mail" from the admin interface functions properly * Manually executing "su -s /bin/sh -c /opt/otrs/bin/otrs.PostMasterMailbox.pl otrs" as otrs user functions properly * Adding "opt/otrs/bin/otrs.PostMasterMailbox.pl >>/dev/null" executes properly. * /var/log/cron contains the following errors: o crond[6551]: Permission denied crond[6551]: CRON (otrs) ERROR: failed to open PAM security session: Success crond[6551]: CRON (otrs) ERROR: cannot set security context System: * CentOS 5.x/RedHat 5.x * OTRS RPM install * selinux permissive * crond is running Solution: The cron.log error indicates that the problem is located somewhere within the PAM stack, which is preventing crond from launching a shell owned by the otrs user. The system in question is using /etc/security/access.conf to limit login access to the server. (Useful for limiting login access when the system uses some form of centralized authentication.) Other required PAM modules may also interfere. In this case adding a line to permit the otrs user login access via cron: + : otrs : cron crond or less secure + : ALL : cron crond

1 0

FAQ - Top 10 articles
by Sérgio Cintra 10 May '11

10 May '11

Hi there At the Top 10 articles is showing the categories. When I'm logged in as user I can see that there are other categories, but cannot access them, how to hide the categories that the User can not access? Thank you Sergio

1 0

Allow owner to be changed in reply to customer
by Hugh Kelley 10 May '11

10 May '11

I am trying to encourage our "front-line" agents to let customers know whenever a ticket has to been transferred to another agent. At present, the change of ownership is accomplished via a note, which is not emailed, so the customer does not see it. Is there any way to make the "owner" field available in the AgentTicketCompose window? Are there other ways that people have accomplished this? Hugh

3 5