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Agent Notifications are not sent, plz help
by Arpit2 G 07 Jan '10

07 Jan '10

Hello Everyone, I am using otrs 2.4.5 with ITSM 1.3.2 on windows 2008 server. I am facing one issue: when a user creates a ticket, auto reply is working fine but Agent notifications are not working. In preferences they are set to yes. Please see the log below and guide me what am i missing here. [Wed Jan 6 11:00:09 2010][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2010010610000084/Hi Demo Ticket] created (TicketID=58,Queue=1st Level::XXX,Priority=2-Normal,State=new) [Wed Jan 6 11:00:10 2010][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'XXXX <XXXX(a)XXXX.com>' from 'OTRS System <XXXX(a)XXXX.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2010010610000084] RE: Hi Demo Ticket; [Wed Jan 6 11:00:10 2010][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2010010610000084] (TicketID=58, ArticleID=112) to 'XXXX <XXXX(a)XXXX.com>'. [Wed Jan 6 11:00:10 2010][Error][Kernel::System::Email::SMTP::Send][149] Can't send message: 454Start mail input; end with <CRLF>.<CRLF> 5.7.3 Client does not have permission to Send As this sender. ! Enable Net::SMTP debug for more info! [Wed Jan 6 11:00:10 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'XXXX <XXXX(a)XXXX.com>'. [Wed Jan 6 11:00:11 2010][Error][Kernel::System::Email::SMTP::Send][149] Can't send message: 454Start mail input; end with <CRLF>.<CRLF> 5.7.3 Client does not have permission to Send As this sender. ! Enable Net::SMTP debug for more info! [Wed Jan 6 11:00:11 2010][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'XXXX <XXXX(a)XXXX.com>'. [Wed Jan 6 11:00:12 2010][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1 email(s) from otrs1/XXXXXXX. Regards Arpit Gupta =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

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Can't encrypt using PGP
by Adriel T. Desautels 07 Jan '10

07 Jan '10

Hi List, We are trying to encrypt our tickets using your GPG functionality. When we do, we get the following error and the ticket is sent clear text. Jan 6 23:56:45 ruiner OTRS-CGI-10[24836]: [Error] [Kernel::System::Crypt::PGP::Crypt][Line:118]: Can't crypt with Key 404C896C: gpg: WARNING: standard input reopened#012! How do I fix this?

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is there a way to set a ticket to auto open?
by Dominic Burns 06 Jan '10

06 Jan '10

We use the ticket system to also track bugs we are waiting on fixes for. I would like to close a ticket and have in reopen say in a month or so. D.

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New setup questions - smtps, faq, mod_perl
by dnk 06 Jan '10

06 Jan '10

Hi there, I have just setup OTRS on CentOS 5.4, and all is going well thus far. I just have a few questions that my google searches have not yielded results for... 1) When using the support module to check if my system is optimized, I get: Check for CGI Accelerator. You should use FastCGI or mod_perl to increase your performance. - What do i need to do to enable that? It seems to be set up in my apache conf (mod_perl). 2) I also installed the FAQ module. Where on earth can I remove the "default comment"? 3) I am using smtps (Core::Sendmail) for my mail server as it requires a TLS connection on port 587. I am pretty sure i set it up right. But when i use a function that requires mail (IE recover password), I get: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Jan 5 14:26:12 2010 Message: Can't connect to smtp.xxxxxxxx.com: ! Traceback (19419): Module: Kernel::System::Email::SMTPS::Send (v1.2) Line: 92 Module: Kernel::System::Email::Send (v1.64) Line: 683 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.41.2.1) Line: 457 Module: /opt/otrs/bin/cgi-bin/customer.pl (v1.42) Line: 48 - Now i can ping that hostname without issue from the server. I have all the required perl modules installed as well. I have (for settings): SendmailModule: SMTPS SendmailModule::CMD: (left as default) SendmailModule::Host: myhostname SendmailModule::AuthUser: full email address (as my server requires) SendmailModule::AuthPassword: *********** Thanks in advance. D

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user definable ticket type localisation
by Norbert Bede 06 Jan '10

06 Jan '10

hi, Is it possible to translate user definable ticket type to the local language ? I'm tried translations put into localisation file, but doesnt help. is there any way to achieve this ? norbert

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running checkmodules command
by Michael Mitchell 06 Jan '10

06 Jan '10

When I am trying to check to see if I have correct modules installed I run the command otrs.checkmodules in otrs\otrs\bin but when I hit enter a word document file opens up what am I doing wrong? Michael D Mitchell Sixth Avenue Electronics Help Desk / Tech 973-924-8669 Office

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Re: [otrs] 2.4.5. bugs with lock : always locks the ticket
by Martignier, Philippe 06 Jan '10

06 Jan '10

Hi Michiel, Thanks for your input and proposition. As for now we are in production with only one department, so people can live with that non-sense (for us :) locking system. I put a generic job that unlocks tickets so it is a way to solve this. Is it possible to receive your own e-mail address directly so that we can keep in touch for future commercial arrangement? As I am sure this system will become a new standard here at WIPO (= 1300 people). We will need some development in the near future as other Departments will go live. I tried once to create an account for the bugs thing but it didn't work. I will retry now ... Greetings Philippe Philippe Martignier Communications Division Customer Service Section Email : Philippe.Martignier(a)wipo.int Phone : 00 41 022 338 72 36 Building : GB II Office : 0,3 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 4. janvier 2010 20:36 To: otrs(a)otrs.org Subject: otrs Digest, Vol 16, Issue 8 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)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: Postmaster Cron does not start after reboot (Gerrit Tamboer) 2. Clever OTRS =) (Gazizov Andrey) 3. Re: 2.4.5. bugs with lock : always locks the ticket (Michiel Beijen) 4. Re: Postmaster Cron does not start after reboot (Gordon O'Brien) ---------------------------------------------------------------------- Message: 1 Date: Mon, 04 Jan 2010 18:46:22 +0100 From: "Gerrit Tamboer" <gerrit(a)halma.nl> Subject: Re: [otrs] Postmaster Cron does not start after reboot To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <20100104174622.be306bb2(a)kerio01.halma.nl> Content-Type: text/plain; charset="utf-8" Check the cronjobs. /opt/otrs/var/cron To see if the cron is running: crontab -u -l otrs Good luck. _____ From: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk] To: Gordon O'Brien [mailto:gordon.obrien@mediasquare.co.uk], otrs(a)otrs.org Sent: Mon, 04 Jan 2010 18:40:03 +0100 Subject: [otrs] Postmaster Cron does not start after reboot Hi I am running OTRS 2.4.5 on OpenSUSE 11.1 I have a problem when the server is rebooted after updates. The Postmaster mail account will not fetch email from the configured POP3 account unless I click ?run now? or manually execute ./Cron sh start otrs Is there a way for this to automatically start after a reboot? Thanks. _____ This email message has been scanned and delivered safely by Mimecast. _____

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Responses and New Email Ticket
by PK 06 Jan '10

06 Jan '10

Hi all, How can i use "Responses" when i'm composing a new Email-Ticket ? We are on OTRS 2.2.7 Thanks. Sincerely, PK.

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Questions about PGP and attachments
by David Eitzinger 06 Jan '10

06 Jan '10

Hello ! I just stumpled upon a little problem here: We wanted to use OTRS to send out encrypted Emails to clients - including attachments. To my surprise, the emails are crypted but the attachment is sent as is. Is there an easy way to change this behaviour so the entire message is encrypted ? Also: When receiving encrypted Emails, everything is correctly decrypted. Unfortunately this only works with messages that are entirely encrypted. We sometimes get plain text emails with encrypted attachments. - Those are not decrypted automatically and the attachments have to be downloaded and decrypted offline. If someone has a tip how to change this, that would be great ! Cheers, David

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Re: [otrs] Postmaster Filter - rewrite subject line?
by James Morgan 06 Jan '10

06 Jan '10

Hi Marko, No problem, I've uploaded the script to some hosting for you to download: http://surveys.altonacitytheatre.com.au/rtbridge/rtbridge.zip Cheers, James. -----Original Message----- From: Marko.Erjavec(a)gov.si [mailto:Marko.Erjavec@gov.si] Sent: Monday, 4 January 2010 7:03 AM To: James Morgan; otrs(a)otrs.org Subject: [otrs] Postmaster Filter - rewrite subject line? Hi James, I have the exact same problem that you already solved. I'm some kind of newbe in OTRS and based on your response to Richard, I decided to install OTRS and try the solution. Would you be please so kind and share the solution with this mailing list? Best regards, Marko Hi Richard, I had the same problem when using OTRS against one of our partner's RT systems. Our OTRS email address is actually registered as an agent in RT, so we get a copy of everything noted on tickets, and sent/received from customers. The only problem with this is that they come through with RT's subject line headers, rather than a reference to the OTRS ticket number - since they never actually write directly to OTRS. I wrote a script that the mail gets piped through (from Sendmail) before it gets to the Postmaster script. That script checks the subject line for the RT ticket number and then checks the OTRS ticket table for that RT number in one of the TicketFreeText fields and then if it finds one modifies the subject line to include the ticket number it found that RT number in the TicketFreeText of. If not, it doesn't modify the subject allowing a new ticket to be created. The beauty of this system is that it means I'll only ever have one OTRS ticket per RT ticket. It also seems to handle merged OTRS tickets of multiple RT tickets just fine which is a bonus. While it's at it, it changes the ticket type to customer-email-internal for RT notes and email-external for emails they send out. Pretty cool. I hope this solution might help you get where you want to be. James. -----Original Message----- From: otrs-bounces at otrs.org [mailto:otrs-bounces at otrs.org] On Behalf Of Richard Cross Sent: Thursday, 10 December 2009 10:45 PM To: otrs at otrs.org Subject: [otrs] Postmaster Filter - rewrite subject line? Hi, I have OTRS set up to receive Hyperic HQ email alerts. These work fine, but when I fix something in Hyperic, it sends out a new alert message with the same subject, suffixed with the word "fixed". The problem I have is that, because the subject line is different, OTRS raises a new ticket for what are really just follow-ups. What I would like to do is have OTRS rewrite the subject line to remove the word "fixed", thereby preventing it from creating a new ticket. I tried this in the Postmaster Filter section, but it won't let me select "Subject" in the "Set" section. I know the manual suggests that you can use Kernel::System::PostMaster::Filter::Match to write your own filter rules, but I'm not sure what the supported "Set" key/values are - if they're the same as provided by the UI, then I'll still have the same problem. Can someone suggest a solution? Regards, Richard Cross. --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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