- otrs - OTRS mailing lists

Edit response header
by Muhammad El-Sergani 09 Apr '11

09 Apr '11

Hi all, When replying to tickets, using OTRS 3, the system automatically adds: 03/24/2011 18:12 - XYZ wrote: Is there no way to edit this, to include full details, such as those provided when replying using MS Office Outlook for example? Thanks and Best Regards, Muhammad El-Sergani.

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Re: [otrs] Mail download stopped due to Can't create PID PostMasterMailbox Error
by Saurabh Pande 08 Apr '11

08 Apr '11

nope, we are still downloading 15 mails every 10 mins. we are planning to upgrade from 2.4.6 to 3.0.6 in the hope that this may get resolved. if not, we will possibly ditch otrs in favor of "request tracker" any other suggestions? regards, saurabh.p -------- Original Message -------- Subject: Re: [otrs] Mail download stopped due to Can't create PID PostMasterMailbox Error From: Gerald Young <crythias(a)gmail.com> To: saurabh.p(a)directi.com, User questions and discussions about OTRS. <otrs(a)otrs.org> Date: 3/29/11 8:20 PM > any chance you're simply downloading too often/fast? > > On Tue, Mar 29, 2011 at 8:06 AM, Saurabh Pande <saurabh.p(a)directi.com > <mailto:saurabh.p@directi.com>> wrote: > > Unfortunately my moment of triumph was short :( > > >From the second cron run onwards we started seeing the same > errors! Has anyone any suggestions. > > I am going to now stop otrs and mysql, repair db and then restart > services. > > > Regards, > > Saurabh Pande. > > -------- Original Message -------- > Subject: Re: [otrs] Mail download stopped due to Can't create PID > PostMasterMailbox Error > From: Muhammad El-Sergani <msergani(a)gmail.com > <mailto:msergani@gmail.com>> > To: saurabh.p(a)directi.com <mailto:saurabh.p@directi.com>, User > questions and discussions about OTRS. <otrs(a)otrs.org > <mailto:otrs@otrs.org>> > Date: 3/29/11 3:10 PM > > Thanks Saurabh, > > This should come in very handy... thanks for posting the > solution as well. > > Best Regards, > Muhammad El-Sergani. > > > > On Mon, Mar 28, 2011 at 6:55 PM, Saurabh Pande > <saurabh.p(a)directi.com <mailto:saurabh.p@directi.com> > <mailto:saurabh.p@directi.com <mailto:saurabh.p@directi.com>>> > wrote: > > Hi, > > After a lot of searching, I came across > http://lists.otrs.org/pipermail/otrs/2007-May/018895.html and I gave > its instructions a try from SysConfig > Ticket > > Core::PostMaster by > modifying: > > PostMasterMaxEmailSize to 100200 > PostmasterUserID to 2 > > After saving the above changes, mails started downloading as > usual :) > > Hope this helps! > > Regards, > > Saurabh Pande. > > -------- Original Message -------- > Subject: [otrs] Mail download stopped due to Can't create PID > PostMasterMailbox Error > From: Saurabh Pande <saurabh.p(a)directi.com > <mailto:saurabh.p@directi.com> > <mailto:saurabh.p@directi.com <mailto:saurabh.p@directi.com>>> > To: otrs(a)otrs.org <mailto:otrs@otrs.org> > <mailto:otrs@otrs.org <mailto:otrs@otrs.org>> > Date: 3/23/11 9:45 PM > > Hi, > > For some reason mails have stopped downloading in our > OTRS 2.4.6 > installation and we are seeing rows upon rows of similar > error > messages > in System Log: > > Need User or UserID! > Need TicketNumber! > No article found for TicketID 567512! > Can't create PID PostMasterMailbox, because it's already > running > (dev-crm.internal.directi.com/16490 > <http://dev-crm.internal.directi.com/16490> > <http://dev-crm.internal.directi.com/16490>)! > > > Upon researching this a bit, I ran across the following > links: > > http://lists.otrs.org/pipermail/otrs/2009-August/028048.html > http://lists.otrs.org/pipermail/otrs/2009-August/028052.html > > But the above URLs don't present a solution to this > issue. Can > someone > help us to resolve this? > > Regards, > > Saurabh Pande. > > --------------------------------------------------------------------- > 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 > > > --------------------------------------------------------------------- > 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 > > > --------------------------------------------------------------------- > 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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Problem with FAQ Search
by Laurent MINOST 07 Apr '11

07 Apr '11

Hi, Currently using an heavily modified version of OTRS 2.3.4 here, we will upgrade to 2.4.9 soon (at least I hope ...) and discovered a bug/wrong behaviour within the Search functionnality of FAQ module : Steps to reproduce : - Create a new article and fill Problem or Solution or any textarea field with a text not containing the string 'br' followed by line feed/carriage return. - Do a search with the FAQ module Search functionnality on the expression 'br' (without quotes of course). - You will see that your recently created FAQ article will appear in the results even if it does not match the search because it is not containing the string 'br', the problem is due to the fact that OTRS is saving the FAQ article text as HTML and so HTML tags are saved in the database (which is normal) BUT the search is done with an SQL query on these fields so if you have an HTML tag such as <br /> or <br> or any others that match then your FAQ article will be (*wrongly*) listed in your FAQ search results. This is very annoying if you do some cut/paste operations from shitty HTML generator like Microsoft Word which generates some specific HTML tags which could match a lot of strings ... This is the SQL query sent by OTRS on the database to see which FAQ articles will match : SELECT i.id, count( v.item_id ) as votes, avg( v.rate ) as vrate FROM faq_item i LEFT JOIN faq_voting v ON v.item_id = i.id LEFT JOIN faq_state s ON s.id = i.state_id WHERE ((i.f_number LIKE '%br%' OR i.f_subject LIKE '%br%' OR i.f_keywords LIKE '%br%' OR i.f_field1 LIKE '%br%' OR i.f_field2 LIKE '%br%' OR i.f_field3 LIKE '%br%' OR i.f_field6 LIKE '%br%' ) ) AND s.type_id IN (1, 3, 2) GROUP BY i.id, i.f_subject, i.f_language_id, i.created, i.changed, s.name, v.item_id ORDER BY i.id DESC LIMIT 200 I think that this is a bug and should be corrected, this occurs within OTRS 2.3.x / 2.4.x / 3.0.x, I think that independantly of the OTRS framework/version used all FAQ modules are affected. Anyone who could confirm the behaviour please before submitting it to OTRS bugzilla ? Any thoughts on how to avoid this behaviour would be very appreciate, it currently affects our production system so I 'm searching a way to fix it by myself on 2.3.x/2.4.x as I stongly think a fix will not occurs since the 3.x branch release. Thanks. BR, Laurent

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Answer to all Customers on Ticket merge
by Markus Moj 07 Apr '11

07 Apr '11

Hey, I have a question, is it possible to send the answer on ticket close to all customers of the merged tickets? Mit freundlichen Grüßen / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 DE-40599 Düsseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: mmoj(a)timocom.com Internet: www.timocom.com Geschäftsführer: Jens Thiermann, Gunther Matzaitis Amtsgericht Düsseldorf, HRB 34489

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REG : Problem in Fetch mail
by vijay dahiya 07 Apr '11

07 Apr '11

Dear All, While trying to fetch mail , i am getting error POP3: Can't process mail, email no 1 is empty! . Sometime it work's fine but sometime it gives this error . Please let me know how to avoid same . Regards Vijay Dahiya

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OTRS vulnerable to slow mail relay
by Porier, Jeremy 06 Apr '11

06 Apr '11

Does anyone have suggestions for ways I can make OTRS less susceptible to a slow smtp server? We are forced to relay through a single outbound host (which I have configured in sendmail) that sometimes gets a bit overwhelmed (it's also the main spam filter for a large number of mailboxes). Yesterday it was causing page submissions to take two minutes or more as it processed all of the mail notifications. It made for some frustrated customers and agents. I'm hoping there is a way to have sendmail instantly queue the messages, which would allow the web pages to continue on quickly, but I have zero experience with sendmail so it may just be a naive hope. Thanks, Jeremy Porier Director of IT Arapahoe Community College jeremy.porier(a)arapahoe.edu

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Multiple agent auth sources
by Hugh Kelley 06 Apr '11

06 Apr '11

Can the agent auth system support the same multi-source design that the customer auth does? If so, could someone kindly point me to a config sample online? Hugh -- Sent from my mobile device

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Agent rights in Admin-Area
by claude 06 Apr '11

06 Apr '11

Hi, I would like to know if it's possible for one agent to update Signatures, Auto Response and Responses but without access to the others fonctions of Admin-Area. Thanks and regards Claude

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Re: [otrs] Agent rights in Admin-Area
by Muhammad El-Sergani 04 Apr '11

04 Apr '11

Hmmm... I don't think so, as the only permissions available are as follows (as you know of course): [image: otrs.png] ... they all handle ticket-related-properties, and access to them. Gurus should be able to provide a better response as well. Thanks and Best Regards, Muhammad El-Sergani. On Mon, Apr 4, 2011 at 2:16 PM, claude <pref-otrs(a)haute-garonne.gouv.fr>wrote: > Hi, > > My OTRS system manages several queues that receive emails from various mailboxes > and I'm administrator and I would like to delegate task like Signatures, > Auto Response and Responses to specific user for each queue. > > But I can't give access to SysConfig to a simple user of OTRS. > > Regards > > Claude > > -------- Message original -------- > Sujet : Re: [otrs] Agent rights in Admin-Area > De : Muhammad El-Sergani <msergani(a)gmail.com> <msergani(a)gmail.com> > Pour : User questions and discussions about OTRS. <otrs(a)otrs.org><otrs(a)otrs.org> > Copie à : claude <pref-otrs(a)haute-garonne.gouv.fr><pref-otrs(a)haute-garonne.gouv.fr> > Date : 04/04/2011 10:48 > > Hi Claude, > > Why doesn't the Admin do that instead? > > Thanks and Best Regards, > Muhammad El-Sergani. > > > > On Mon, Apr 4, 2011 at 9:59 AM, claude <pref-otrs(a)haute-garonne.gouv.fr>wrote: > > Hi, > > I would like to know if it's possible for one agent to update Signatures, > Auto Response and Responses but without access to the others fonctions of > Admin-Area. > > Thanks and regards > > Claude > > --------------------------------------------------------------------- > 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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Mail download stopped due to Can't create PID PostMasterMailbox Error
by Saurabh Pande 04 Apr '11

04 Apr '11

Hi, For some reason mails have stopped downloading in our OTRS 2.4.6 installation and we are seeing rows upon rows of similar error messages in System Log: Need User or UserID! Need TicketNumber! No article found for TicketID 567512! Can't create PID PostMasterMailbox, because it's already running (dev-crm.internal.directi.com/16490) Upon researching this a bit, I ran across the following links: http://lists.otrs.org/pipermail/otrs/2009-August/028048.html http://lists.otrs.org/pipermail/otrs/2009-August/028052.html But the above URLs don't present a solution to this issue. Can someone help us to resolve this? Regards, Saurabh Pande.

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