- otrs - OTRS mailing lists

Inline images
by Glossop, Andrew 23 Sep '09

23 Sep '09

when I reply to an email that has an inline image, the inline image is broken. the image is sent as an attachment, but the body of the email just shows a blank box. it looks OK in the HTML editor, and the email that is sent is OK. but it goes wrong when you view the article in OTRS. if I forward the reply, then the image is attached twice. anyone else having problems with inline images?

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2.4.4 PGP
by Nathan Campbell 22 Sep '09

22 Sep '09

Hello, I am having some difficulties getting GNUPGP and OTRS 2.4.4 functioning properly. For starters, here is my setup: OTRS 2.4.4 Windows 2003 IIS 6 MSSQL 2005 GNUPG for Windows - 1.4.10b (latest Windows build I can find on their site) I also have Thunderbird and Enigmail installed to allow me to test and easily manage the GNUPGP keys So, my setup is working flawlessly so far. OTRS functions properly and as its own entity, GNUPG / Thunderbird works like a charm as well. I am able to encrypt and decrypt emails so that is all functioning properly so I feel the individual components are ok. The trouble is when I try configure OTRS for PGP and send an encrypted email to OTRS from Thunderbird (in production, PGP emails will come from a website) - I open up the ticket and am greeted with: From: gom <gom(a)dalsym.com> To: dipstic(a)dalsym.com Subject: PGP Test VII Created: 09/22/2009 14:39:24 Crypted: gpg: No private key found to decrypt this message! This message was written in a character set other than your own.If it is not displayed correctly, click here <http://respighi/otrs/index.pl?Action=AgentTicketZoom&TicketID=166&Artic leID=524&Subaction=ShowHTMLeMail> to open it in a new window. -----BEGIN PGP MESSAGE----- Charset: ISO-8859-1 Version: GnuPG v1.4.10 (MingW32) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org/ hQEMA2BHRiLOsP0ZAQgAseDKaxFWXwmyOTIndmmUvVz3kRK4Bit5aScG8CUbclLy etc..... The keys are all in my keyring because I am able to decrypt / encrypt in Thunderbird with no difficulty. I have followed all of the instructions in the 2.4.4 manually, I have (apparently) successfully imported the keys into OTRS as well (along with the passwords). Here is my Config Options: Framework -> Crypt::PGP - PGP::Options: string: --batch --keyring \\respighi\gnupg\pubring.gpg --secret-keyring \\respighi\gnupg\secring.gpg --try-all-secrets --no-tty --yes --logger-file c:\gnu\gnupg\log\log.txt The paths are all correct and file permissions are granted appropriately. The GNU log has this error: gpg: no valid OpenPGP data found. gpg: decrypt_message failed: eof I'm confunded - by all accounts I am doing everything properly. Any expertise anyone can offer would be greatly appreciated! Thank you! Nathan Campbell Dallas Symphony Orchestra

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Newbie questions
by Sarah Baker 22 Sep '09

22 Sep '09

I've just started here at a shop using OTRS, and I'm afraid they universally hate it. I'm trying to sort out why and see if I can improve how it's setup and used so that people stop trying to go around it and change that perception. We're running 2.3.2 and hoping to move to 2.4 quickly, but also looking For get some quick insight on how to improve what I've got immediately. The area which I understand shows "system messages" Is full of messages about each ticket in the my queue and completely obscures the basic queue view interface, making It harder for people to interface with the system overall. Example of one set of message shown below. Can you point me in the direction of any documentation to explain why these show up for every ticket and don't go away until the ticket is closed? How can I control it? Is it because the users use OTRS in some particular way, or a configuration issue? Any help appreciated. I've also another question on how best to use OTRS for activities/tasks that aren't really from the user base, but internal tasks. When in previous companies we used bugzilla or JIRA as a 'help desk' ticket system - it was easy to set tasks that were (internally generated) and manage them together with user requests and add prioritization, deadlines, etc . I don't find any way thusfar to do this within OTRS, is it just the wrong tool for the job? Any information you can point me to is appreciated - Thank you! - Sarah Baker mSpot Inc. 650-321-7000 Example system messages: Ticket 2009092010000143: first response time is over (-18 minutes / 09/21/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4251> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009092010000116: first response time is over (-18 minutes / 09/21/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4248> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091910000271: first response time is over (-18 minutes / 09/21/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4235> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091910000164: first response time is over (-18 minutes / 09/21/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4224> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091910000128: first response time is over (-18 minutes / 09/21/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4220> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091810000139: first response time is over (-63 hours 57 minutes / 09/18/2009 16:51)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4198> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000061: first response time will be over in 23 minutes / 09/21/2009 09:12! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4170> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091710000042: first response time is over (-60 hours 45 minutes / 09/18/2009 20:03)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4168> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091710000033: first response time is over (-96 hour 18 minutes / 09/17/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4167> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000151: first response time is over (-108 hours 52 minutes / 09/16/2009 19:56)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4162> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000133: first response time is over (-112 hours 35 minutes / 09/16/2009 16:13)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4160> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000081: first response time is over (-115 hours 48 minutes / 09/16/2009 13:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4155> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000044: first response time is over (-119 hours 34 minutes / 09/16/2009 09:14)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4151> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000017: first response time is over (-120 hour 18 minutes / 09/16/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4148> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000026: first response time is over (-120 hour 18 minutes / 09/16/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4149> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000271: first response time is over (-157 hours 10 minutes / 09/14/2009 19:38)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4129> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000057: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4107> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000202: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4070> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000033: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4053> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000286: first response time is over (-168 hour 18 minutes / 09/14/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4050> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000197: first response time is over (-231 hours 45 minutes / 09/11/2009 17:03)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4041> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000099: first response time is over (-237 hours 48 minutes / 09/11/2009 11:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4031> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091010000279: first response time is over (-254 hours 23 minutes / 09/10/2009 18:25)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4016> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091810000139: update time will be over in 29 hours 32 minutes / 09/22/2009 14:21! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4198> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000131: update time will be over in 5 hours 46 minutes / 09/21/2009 14:34! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4177> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000061: update time will be over in 35 hours 23 minutes / 09/22/2009 20:12! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4170> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000042: update time will be over in 33 hours 14 minutes / 09/22/2009 18:03! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4168> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091710000033: update time is over (-61 hours 48 minutes / 09/18/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4167> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000151: update time is over (-63 hours 22 minutes / 09/18/2009 17:26)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4162> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000133: update time is over (-67 hours 5 minutes / 09/18/2009 13:43)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4160> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000081: update time is over (-70 hours 18 minutes / 09/18/2009 10:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4155> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091610000071: update time will be over in 26 hours 35 minutes / 09/22/2009 11:23! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4154> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000044: update time is over (-85 hours 4 minutes / 09/17/2009 19:44)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4151> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000017: update time is over (-85 hours 48 minutes / 09/17/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4148> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091610000026: update time is over (-85 hours 48 minutes / 09/17/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4149> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000271: update time is over (-111 hours 40 minutes / 09/16/2009 17:08)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4129> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000057: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4107> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000202: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4070> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000033: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4053> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000286: update time is over (-133 hours 48 minutes / 09/15/2009 19:00)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4050> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000197: update time is over (-138 hours 15 minutes / 09/15/2009 14:33)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4041> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000099: update time is over (-144 hour 18 minutes / 09/15/2009 08:30)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4031> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091010000279: update time is over (-160 hours 53 minutes / 09/14/2009 15:55)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4016> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000061: solution time will be over in 81 hours 23 minutes / 09/24/2009 18:12! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4170> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091710000042: solution time will be over in 79 hours 14 minutes / 09/24/2009 16:03! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4168> [cid:image002.png@01CA3A98.ADC1CE00] : Ticket 2009091610000071: solution time will be over in 58 hours 1 minute / 09/23/2009 18:50! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4154> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091410000057: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4107> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000202: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4070> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091210000033: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4053> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000286: solution time is over (-69 hours 28 minutes / 09/18/2009 11:20)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4050> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000197: solution time is over (-84 hours 55 minutes / 09/17/2009 19:53)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4041> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091110000099: solution time is over (-90 hours 58 minutes / 09/17/2009 13:50)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4031> [cid:image001.png@01CA3A98.ADC1CE00] : Ticket 2009091010000279: solution time is over (-96 hour 33 minutes / 09/17/2009 08:15)! <http://helpdesk.mspot.com/otrs/index.pl?Action=AgentTicketZoom&TicketID=4016>

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2.4.4 HTML
by Nathan Campbell 22 Sep '09

22 Sep '09

I'm sure this is really easy and I am just missing it - I am having trouble finding an option to view tickets in HTML format in OTRS. Everything is being converted to text and I would like it be HTML (for formatting, inline images, styles, etc...). I was under the impression that 2.4.4 allowed this. Will keep browsing the manual. Thanks Nathan Campbell Dallas Symphony Orchestra

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Mail setup OTRS - Windows XP
by Ramsey Allison 22 Sep '09

22 Sep '09

I setup OTRS on Windows XP . It has been configured but I have a couple questions. Hopefully, you can assist me. 1. How do I enable the Syslog? No response when I click on it. 2. Setup mail. Currently switched our mail to Google Mail. pop.gmail.com (port 465) smtp.gmail.com (port 995) SysConf, Sendmail, SMTPS Sendmail Module Host: smtp.gmail.com Sendmail port:465 Authorize user:xxxxx@support.com <user%3Axxxxx(a)support.com> Password:xxxxx PostMaster Mail Account POP xxxxxx(a)support.com Host:pop.gmail.com Trusted: Yes I get error message "can't send email ticket to xxxxx(a)support.com! It's a local address! Create a phone ticket. -- Ramsey

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OTRS is not sending e-mails
by Agustin de Landa Gil 22 Sep '09

22 Sep '09

Hello I am facing the following problem: No mails are sent of any event to the agents. The error I get in the log is the following: [Mon Sep 21 16:07:10 2009][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'igutierrez(a)inmagusa.com'. [Mon Sep 21 16:07:10 2009][Error][Kernel::System::Email::SMTP::Send][116] Can't use from '': 550Requested action not taken: mailbox unavailable ! Enable Net::SMTP debug for more info! I think I am missing the definition of an e-mail to be used, but where should I define it. Thanks, Agustín de Landa

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Sort order of tickets
by Joan Porta 22 Sep '09

22 Sep '09

Hi all, Would like to know how to sort the tickets in this way: The upper tickets must be the ones that hasn't had a* reply* longer from the OTRS agents. I have OTRS 2.4 thanks

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Changing "AgentTicketZoom" template
by Lev Davidovich 22 Sep '09

22 Sep '09

Hi I want to change some of the layout on the right hand side of the TicketZoom view (see attachment “zoomview.jpg” – eg: I want to comment out some of the items such as “Article” etc.).. I have tried to edit the following file \Kernel\Output\HTML\Standard\AgentTicketZoom.dtl But I have discovered that I am unable to upload the edited file to the live server as it is owned by user “Apache” and requires root user access to the live server which I have not got. Since I am unable to edit the file, is there any other way I can change the layout of the page, such as the Sysconfig interface for example? Many thanks for your kind attention Lev

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[Notification] vs [Notification (Event)]
by Gustavo Montes 21 Sep '09

21 Sep '09

Hi, I'm trying to figure out what is the difference between this two types of notifications? I have been able to set up a notification under the "[Notification (Event)]" but how can I make the "predefined" notifications under the "[Notification]" section work? or how/when are they triggered? I'm using OTRS 2.4.4 Thanks! Gustavo

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Re: [otrs] Ticket carriage returns missing from Zoom after upgrade&In-Reply-To=<4AB7ADB1.8FEC.002F.0@netmania-it.com>
by Mark Dissington 21 Sep '09

21 Sep '09

Solved it! I had a none standard theme setup which I have created in OTRS 2.3.4, after switching to a standard theme the messages appeared correctly. Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. Email has been scanned for viruses by Altman Technologies' email management service - www.altman.co.uk/emailsystems

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