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Encoding issues on configuration files
by Hery Njato Randriamanamihaga 15 Feb '11

15 Feb '11

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REG : Attachment Corrupted
by vijay dahiya 15 Feb '11

15 Feb '11

Dear All, When ever customer are uploading Attachment and agent try to open those attachment they are corrupted . I am using OTRS 3.0.5 and mysql utf-8 on windows . Text and CSV file are working properly files like Excel , zip etc are corruted . Regards Vijay Dahiya

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Problem with Auto Reply
by Sridhar Reddapani 14 Feb '11

14 Feb '11

Hi, I am having problem with sending auto reply, if someone[not existing customer] send email to OTRS ticketing system. I can see below message in log. Sent no 'auto reply' for Ticket [*****] (***********) because the sender doesn't want a auto-response (e. g. loop or precedence header) Could someone suggest me how to fix this issue? Thanks, Sridhar..

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REG : Attachment to Customer
by vijay dahiya 14 Feb '11

14 Feb '11

Dear All, I am using the OTRS 3.0.5 ,while i am closing the ticket i am attaching the File with that . I have set a notification which goes to customer while closing the ticket . Customer is only getting the notification , attachment is not going to him . Please let me know how can i do this . Regards Vijay Dahiya

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Moving a queue has no effect
by Lars Jørgensen 14 Feb '11

14 Feb '11

Hi, I moved a queue under one queue to another queue (the queue "DigiZuite" was a subqueue of "Helpdesk" and was moved to be a subqueue of "Projects"). In Admin it looks fine: [cid:image001.png@01CBCC5A.250998E0] But in the Agent interface, the queue is still under Helpdesk: [cid:image002.png@01CBCC5A.250998E0] What goes wrong? I moved a bunch of queues last week when we were running OTRS 3.0.4 and that worked fine. Lars

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Migration trouble
by Simon GARESTE 14 Feb '11

14 Feb '11

Hi all, Sorry to disturb, but I've been trying to upgrade from 2.4.8 to 3.0.4, following this page <http://doc.otrs.org/3.0/en/html/upgrading.html>, and it seems that it's not working : Software error: Can't load backend module Kernel::System::Cache::File! at /opt/otrs//Kernel/System/Cache.pm line 83. For help, please send mail to the webmaster ([no address given] <mailto:[no%20address%20given]>), giving this error message and the time and date of the error. Since google is my best friend, he told me to see this <http://comments.gmane.org/gmane.comp.otrs.user/32870>, which I did, but unfortunately, first I do not know if the answer corrected the trouble, second I do not know where I am supposed to find the config for $home.. Can anybody help? Thank you ps : otherwise, great job guys, this thing is really useful! -- Simon Gareste Support& Development Engineer -- Consortium Scilab Digiteo Domaine de Voluceau Rocquencourt - B.P. 105 78153 Le Chesnay Cedex --

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error doing RebuildTicketIndex
by Jan.Dreyer＠bertelsmann.de 14 Feb '11

14 Feb '11

Hi, I posted this one on http://forums.otrs.org but got no answer, so I'm pushing it here again. Since some days we are getting the following error when trying to rebuild the Index (we are using the separate index, as the amount of tickets in the database is huge): otrs@otrs:~> $HOME/bin/RebuildTicketIndex.pl ERROR: OTRS-RebuildTicketIndex-01 Perl: 5.8.8 OS: linux Time: Wed Feb 9 08:45:08 2011 Message: Need Lock or LockID! Traceback (13807): Module: Kernel::System::Lock::LockLookup (v1.29) Line: 179 Module: Kernel::System::Ticket::TicketGet (v1.30.2.6) Line: 1138 Module: Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockAcceleratorAdd (v1.11.2.4) Line: 225 Module: Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketAcceleratorRebuild (v1.11.2.4) Line: 422 Module: /opt/otrs/bin/RebuildTicketIndex.pl (v1.18) Line: 58 otrs@otrs:~> What is causing that? How could I get it working again? Thanks for your answers! Greetings Jan Dreyer

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newbie break otrs
by Al Hopper 14 Feb '11

14 Feb '11

I've been working hard to configure notifications and the real challenge is to get everything working using the Amazon SES mail service via the Postfix MTA. Amazon SES is very picky about headers and all outgoing email has to have the From: address verified initially. I was configuring the Kernel::Sendmail::Host and I changed it from 'localhost' to nothing (empty). Immediately OTRS shows: Software error: Can't locate object method "EventHandlerTransaction" via package "Kernel::System::Ticket" at /opt/otrs//Kernel/System/Ticket.pm line 8325. How do I recover the system from here?? Note: The particular value I changed is documented as: SendmailModule::Host -- Al Hopper

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Re: [otrs] Customers Receiving Their Own Updates
by cervin＠intersectconsult.com 12 Feb '11

12 Feb '11

I had not thought about this being a security issue. That actually does make sense -- thank you for pointing that out. I am still comparison shopping for ticketing systems, and RT is next on my list. I really like the web interface for OTRS but I also like the mail handling in RT. Thank you for your help. --Chance -----Original Message----- From: Gerald Young [mailto:crythias@gmail.com] Sent: Friday, February 11, 2011 06:05 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Customers Receiving Their Own Updates The problem is you're working against the intended nature of OTRS by allowing agents to submit via email. This isn't my preference either, but TPTB want agents to work with an iPhone or the web interface and not use email to respond because it's unsafe for whatever reason for agents to answer via email. To a point, I can understand because, with a ticket number *ANYONE* can spoof being an agent... On the one hand, that's true, on another, you've got to consider what the point of the man-in-the-middle attack is intending to do with a request. It also becomes problematic for in-house technical support when agents can be ticket submitters for themselves via email. Disclaimer aside, the next thing is to use postmaster filter to change something about an article that's received by an agent (Match: From: agent email, Set: X-OTRS-ArticleType: something), and use that in your notification (Event). Get a current list of ArticleTypes from Notification(Event). Customers will get notifications from autoresponses but because (if) they won't match the article type in notification (Event), it won't send a second notification. At least, that's the plan. Body and Subject can't be used, because it *might* be possible to spoof or reply-and-spoof by customer. On Fri, Feb 11, 2011 at 8:19 PM, <cervin(a)intersectconsult.com> wrote: Thank you for your response, Gerald. We are using Autoreplies to notify the customer that a ticket has been successfully submitted. But customers also need to receive updates to tickets as we are working on them. Because we would like to perform as much of the support process from our email clients as possible, we need to come up with a way to notify customers of ticket updates. This is why I was looking into the notification section of the config. This allows us to notify customers of new "article" creations. The problem is that customers are notified of 'articles' (ticket updates) that they just created. We would like customers to receive notification of new 'articles' we create on a ticket but need to figure out a method to prevent their own 'article' creations from being sent to them as a notifications (else this will seem very spammy to the customer). It appears to me that if we were using the web interface to communicate with customers, this would not really be an issue as 'event notifications' would not be needed. But the company would like to use an email client as much as possible. Do you know if what I am seeking is even possible without modifying source code? This seems like a function that other support companies would need as well. --Chance -----Original Message----- From: Gerald Young [mailto:crythias@gmail.com] Sent: Friday, February 11, 2011 04:49 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Customers Receiving Their Own Updates Autoreplies "generally" go to the customer, and Notifications "generally" go to agents. On Fri, Feb 11, 2011 at 6:11 PM, Chance Ervin <cervin(a)intersectconsult.com> wrote: OTRS Version: 3.0.5 I have been able to configure much of the OTRS system but I have a nagging issue. When using an email client, both Agents and Customers receive notifications. The issue is that if a customer sends in an update to a ticket, a notification for that same update is then sent back to the customer. While I want the customer to receive updates that Agents create, I do not want them receiving notification back on the update they just created. I have been through several test scenarios with notifications (event) but I cannot seem to get notifications to customers without also sending them their own updates. Am I trying to configure the wrong section of OTRS for this functionality? Or am I just not configuring notifications correctly for this behavior? Thank you, -- Chance Ervin Sr. Systems and Network Engineer --------------------------------------------------------------------- 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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Re: [otrs] Customers Receiving Their Own Updates
by cervin＠intersectconsult.com 12 Feb '11

12 Feb '11

Thank you for your response, Gerald. We are using Autoreplies to notify the customer that a ticket has been successfully submitted. But customers also need to receive updates to tickets as we are working on them. Because we would like to perform as much of the support process from our email clients as possible, we need to come up with a way to notify customers of ticket updates. This is why I was looking into the notification section of the config. This allows us to notify customers of new "article" creations. The problem is that customers are notified of 'articles' (ticket updates) that they just created. We would like customers to receive notification of new 'articles' we create on a ticket but need to figure out a method to prevent their own 'article' creations from being sent to them as a notifications (else this will seem very spammy to the customer). It appears to me that if we were using the web interface to communicate with customers, this would not really be an issue as 'event notifications' would not be needed. But the company would like to use an email client as much as possible. Do you know if what I am seeking is even possible without modifying source code? This seems like a function that other support companies would need as well. --Chance -----Original Message----- From: Gerald Young [mailto:crythias@gmail.com] Sent: Friday, February 11, 2011 04:49 PM To: 'User questions and discussions about OTRS.' Subject: Re: [otrs] Customers Receiving Their Own Updates Autoreplies "generally" go to the customer, and Notifications "generally" go to agents. On Fri, Feb 11, 2011 at 6:11 PM, Chance Ervin <cervin(a)intersectconsult.com> wrote: OTRS Version: 3.0.5 I have been able to configure much of the OTRS system but I have a nagging issue. When using an email client, both Agents and Customers receive notifications. The issue is that if a customer sends in an update to a ticket, a notification for that same update is then sent back to the customer. While I want the customer to receive updates that Agents create, I do not want them receiving notification back on the update they just created. I have been through several test scenarios with notifications (event) but I cannot seem to get notifications to customers without also sending them their own updates. Am I trying to configure the wrong section of OTRS for this functionality? Or am I just not configuring notifications correctly for this behavior? Thank you, -- Chance Ervin Sr. Systems and Network Engineer --------------------------------------------------------------------- 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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