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Auto reply not working for Postmaster address
by Mikey van der Worp 04 Apr '16

04 Apr '16

Hi All, We are currently using OTRS latest version. One of our customers is using an e-mail postmaster(a)domain.ltd<mailto:postmaster@domain.ltd>, but does not receive the automatic reply with the ticket number. How can I fix this? There are no automatic rules designed by me to block this. Thanks in advance, Mikey van der Worp -- Mikey van der Worp<https://www.linkedin.com/profile/view?id=182619557> System Engineer Utelisys Communications B.V. Trinity Buildings Tower A, 7th floor Pietersbergweg 15 1105 BM Amsterdam M +31 (0) 62 942 2052 T +31 (0) 20 561 8010 F +31 (0) 20 561 8021 LinkedIn<https://www.linkedin.com/company/utelisys-communications-b.v./> - Facebook<https://www.facebook.com/utelisyscommunications> <http://www.utelisys.com/>www.utelisys.com<http://www.utelisys.com> – <https://www.utelisys.com/> https://www.utelisys.com/

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Error while sending emails via OTRS
by Muhammad El-Sergani 04 Apr '16

04 Apr '16

Hello Everyone, We have OTRS 3.3.5 running over CentOS release 6.5 server, the system was running smoothly for a long time, but suddenly we are not able to send emails. We are getting the below error: Error Message: Impossible to send message to: msergani(a)gmail.com . Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Thu Mar 31 14:41:11 2016 Message: Impossible to send message to: akamel(a)sygmatel.com . RemoteAddress: x.x.x.x RequestURI: /otrs/index.pl Traceback (2056): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.3.5) Line: 2083 Module: Kernel::Modules::AgentTicketEmail::Run (OTRS 3.3.5) Line: 1291 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.5) Line: 871 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 We are using Google Apps as our mail server with the below setup: SendmailModule == SMTPTLS SendmailModule::Host == smtp.gmail.com SendmailModule::Port == 465 We can ping, traceroute and telnet "smtp.gmail.com without any issues. Please let us know your thoughts. Thanks //M

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confused by column filters
by Juan Manuel Clavero Almirón 01 Apr '16

01 Apr '16

Hi all, I am slightly confused by the behaviour of some column filters in the TickerOverviewSmall outputs. By default, all column filters throw an AJAX request to get the list of possible values of the column between those of the tickets listed. But then Owner and Customer filter aparently ignore this list and show instead a user search. - What's the purpose of this behaviour? - Is there any config option to use the returned list and avoid this user search? Kind regards, Juan Clavero

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Fetchmail error
by Davi Albergaria 31 Mar '16

31 Mar '16

Hi, I reported the error "error on the Scheduler Daemon: Fethmail"- http://bugs.otrs.org/show_bug.cgi?id=11951 <http://www.microsofttranslator.com/bv.aspx?from=&to=en&a=http://bugs.otrs.o…> . The error is constant being very critical because it compromises the use. -- Atenciosamente, Davi Albergaria

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How to translate ticket number generator module names
by Úr Balázs 30 Mar '16

30 Mar '16

Hi, I was wondering how to translate ticket number generator module names in the admin interface. There is a Sysconfig option in the Kernel/Config/Files/Ticket.xml at around line 226: <Setting> <Option Location="Kernel/System/Ticket/Number/*.pm" SelectedID="Kernel::System::Ticket::Number::DateChecksum"></Option> </Setting> I think, this option values comes from the file names, which are in the Kernel/System/Ticket/Number/ folder. The problem is, that there are module name which have transtation entries in the language file, so they will be traslated in the admin interface (e. g. "AutoIncrement" or "Date"). The others have no translation entries, so they aren't translated (e. g. "DateChecksum" or "Random"). This causes strange drop-down menu options: some module names are traslated, and the others are not (see attached picture). What would be the best way to translated the missing names? 1.) Put the traslation into the xx_Custom.pm file in Kernel/Language 2.) Add a dummy string somewhere in the module, e. g. my $ModuleName = Translatable( 'DateChecksum' ); 3.) Any other idea? Regards, Balázs Úr OTRS-megoldások www.otrs-megoldasok.hu

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Changing Customer Company ID not working
by Finetti, Stefano 30 Mar '16

30 Mar '16

Hi, According to the CustomerCompanyUpdate function in System/CustomerCompany.pm, if the actual CustomerID and the new CustomerID are specified as CustomerID and CustomerCompanyID, the function should update the customerID without having to create a new company and then move all customer users to from the old to the new company. I've tried to change the code from the Admin Customer Company interface, and it fires a 500 Internal Server Error (log show "no such company XXXXXX"). So I created a custom script that calls the CustomerCompanyUpdate function with both IDs, and it still gives an error "no such company XXXX" This is how I call the function inside my script: $CustomerObject->CustomerCompanyUpdate( CustomerCompanyID => $CustomerCompanyList{CustomerID}, CustomerID => $Company->{CustomerCode}, CustomerCompanyName => $Company->{CustomerName}, PaymentsID => $CustomerCompanyList{PaymentsID}, CustomerTypeID => $CustomerCompanyList{CustomerTypeID}, CustomerCompanySystemID => $CustomerCompanyList{CustomerCompanySystemID}, CustomerCompanyCodeID => $CustomerCompanyList{CustomerCompanyCodeID}, CustomerCompanyStreet => $CustomerCompanyList{CustomerCompanyStreet}, CustomerCompanyZIP => $CustomerCompanyList{CustomerCompanyZIP}, CustomerCompanyCity => $CustomerCompanyList{CustomerCompanyCity}, CustomerCompanyCountry => $CustomerCompanyList{CustomerCompanyCountry}, CustomerCompanyURL => $CustomerCompanyList{CustomerCompanyURL}, CustomerCompanyComment => $CustomerCompanyList{CustomerCompanyComment}, CustomerCompanyParentCustID => $Company->{DealerCode}, CustomerCompanyParentCompName => $Company->{DealerName}, ValidID => 1, UserID => 1, ); obviously, variables on the right side have been correctly populated with the right values, I checked them with Dumper I know that there is a setting in SysConfig to work with this feature, but I couldn't figure out how to configure it correctly. I'll be very grateful for any hint on this one. -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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Default value for Ticket::Frontend::AgentTicketSearch###Defaults###SearchInArchive
by Patrick Banholzer 29 Mar '16

29 Mar '16

Hi all, My OTRS doesn't behave like documented. In documentation it says, that the default setting for a new search is to only search "not archived" tickets. In my system it defaults to "all tickets". I wanted to change this behavior to search only "not archived" tickets. But I can't find the value to use in "Ticket::Frontend::AgentTicketSearch###Defaults###SearchInArchive". Does it depend on the localization of OTRS? My installation is in German. As workaround I set the default search criteria to only search the last 1 year, but in this setup people keep searching full-text through a lot of tickets. Which leads to high load on the server and bad experience for the rest of the users. Thanks in advance Patrick -- Steinbeis Transferzentrum Softwaretechnik Patrick Banholzer www.stz-softwaretechnik.de Entennest 2 73730 Esslingen STZ-Leiter: Prof. Dr. Joachim Goll Zentrale: Steinbeis GmbH & Co. KG für Technologietransfer Geschäftsführung/Management Board: Prof. Dr. Michael Auer (Vorsitz/Chair), Dipl.-Kfm. Manfred Mattulat Registergericht Stuttgart, HRA 12 480 Komplementär: Steinbeis-Verwaltungs-GmbH, Registergericht Stuttgart HRB 18 715 USt-IdNr. DE 190606404

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Error after 5.0.6 to 5.0.8 update
by Vander Ploeg, Daniel B 29 Mar '16

29 Mar '16

After upgrading from 5.0.6 to 5.0.8, I receive an Internal Server Error when attempting to load the Package Manager page. The error that shows up in the Apache log is: Undefined subroutine &Kernel::Modules::AdminPackageManager::Translatable called at /opt/otrs//Kernel/Modules/AdminPackageManager.pm line 1357.\n Any suggestions on how to fix this? Thanks, Dan

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Keep html tags when answer or forward ticket
by Aidar Kamalov 25 Mar '16

25 Mar '16

Hello, Is it possible to keep html tags (table) when I answer or forward ticket? -- Aydar A. Kamalov

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Ticket delete in OTRS 4 and OTRS 5
by Úr Balázs 23 Mar '16

23 Mar '16

Hi, There is a command line tool in OTRS 4 for deleting tickets: otrs.TicketDelete.pl - delete tickets by number. Copyright (C) 2001-2016 OTRS AG, http://otrs.com/ Usage: otrs.TicketDelete.pl [options] Options are as follows: --help display this option help --TicketNumber no1 no2 no3 delete listed tickets (by ticket number) --TicketID no1 no2 no3 delete listed tickets (by ticket id) $ perl otrs.TicketDelete.pl --TicketNumber 2015120616000016 2016020116000015 Deleting specified tickets... 2 tickets have been deleted. In OTRS 5 there is also a command line tool to delete tickets: perl otrs.Console.pl Maint::Ticket::Delete --help Delete one or more tickets. Usage: otrs.Console.pl Maint::Ticket::Delete [--ticket-number ...(+)] [--ticket-id ...(+)] Options: [--ticket-number ...(+)] - Specify one or more ticket numbers of tickets to be deleted. [--ticket-id ...(+)] - Specify one or more ticket ids of tickets to be deleted. [--help] - Display help for this command. [--no-ansi] - Do not perform ANSI terminal output coloring. [--quiet] - Suppress informative output, only retain error messages. This is not work: perl otrs.Console.pl Maint::Ticket::Delete --ticket-number 2016032344000018 2016022644000041 Error: found unknown arguments on the command line ('2016022644000041'). But this works: perl otrs.Console.pl Maint::Ticket::Delete --ticket-number 2016032344000018 --ticket-number 2016022644000041 Deleting tickets... 8 5 2 tickets have been deleted. Why is it neccessary to set --ticket-number several times? Why doesn't work with a list of ticket numbers separated by space or something other separator? Regards, Balázs

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