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Email Issues - OTRS - Google Mail
by Ramsey Allison 18 Sep '09

18 Sep '09

Hello, I am using OTRS on a linux box. We recently changed on company mail to google and now am unable to send/receive mail to OTRS. I can view the mail in my google account but it is not making it to OTRS. Where in the otrs directory can I view the mail host name? Is there a setting to select SSL? PostMaster Mail Account Settings: Type:pop3s Username:xxx@techsupport.org <Username%3Axxx(a)techsupport.org> Password:xxxx Host:pop.gmail.com Trusted:yes Dispatching:Dispatching by specific Queue Queue:Support Valid:valid *Incoming Mail (POP3) Server - requires SSL:* pop.gmail.com *Use SSL*: Yes *Port*: 995 *Outgoing Mail (SMTP) Server - requires TLS:* smtp.gmail.com(use authentication) *Use Authentication*: Yes *Use STARTTLS*: Yes (some clients call this SSL) *Port*: 465 or 587 -- Ramsey Allison

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Re: [otrs] otrs-fetching mails from mail server
by Karthick B 18 Sep '09

18 Sep '09

Hi Rory Thanks a lot for your help.my otrs is now working fine .now i can able to fetch mail for every 1 minute. thanks a lot man. On Thu, Sep 17, 2009 at 7:29 PM, <otrs-request(a)otrs.org> wrote: > 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: otrs-fetching mails from mail server (Rory) > 2. Re: survey module (Walter R. Moore) > 3. Setting up a role hierarchy in OTRS (Kaul, Sunjay) > 4. Re: Install OTRS 2.2.5 on Windows XP machine (Lev Davidovich) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 17 Sep 2009 13:41:39 +0100 > From: Rory <rclerkin(a)gmail.com> > Subject: Re: [otrs] otrs-fetching mails from mail server > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <78a1e3790909170541s1548d8f9t6fde9100d6ddea67(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > Hi Karthick, > > The documentation you are looking at is at > http://doc.otrs.org/2.4/en/html/x531.html#cronjobs > There are 2 directories for you to consider; > > 1) /opt/otrs/var/cron > 2) /opt/otrs/bin/ > > In directory 1 there is a list of files ending in .dist. These files > contain details for scheduling different functions of the otrs system. > If you have configured your e-mail through the PostMaster Mail Account > menu in the otrs web interface (not throught the config files) you > will be interested in the postmaster_mailbox.dist file. > This file will be used to add a crontab entry for the > PostMasterMailbox.pl perl script which gets your mail and puts it into > your database. > You need to change the filename postmaster_mailbox.dist to > postmaster_mailbox > This will cause the the postmaster_mailbox settings to be included in > your crontab later. > > Open the postmaster_mailbox file for editing. > Look for the line; > > */10 * * * * $HOME/bin/PostMasterMailbox.pl >> /dev/null > > This is the standard syntax for a crontab entry. Change the "10" to a > "1". This will tell the system you want to execute the script > mentioned every 1 minute (instead of every 10). If you want to do > something different then look up how to write a crontab entry for more > instructions. > Save and close the file. > > You have now prepared what you want to be added to crontab. > The next step will over write your current crontab so it would be best > to list the contents (crontab -l) and back them up. > > Change to your otrs user if you are not already that user (usually > just otrs), su - otrs > Once you are the otrs user change to directory 2, /opt/otrs/bin/ > Now execute the command; > > ./Cron.sh start > > This will add the details from the file in directory 1 to your > crontab. Check your crontab to make sure what you want to be there is > actually there (crontab -l) > If your entry for the PostMasterMailbox.pl is there then your job is > scheduled and will run every minute. > Test it by sending a mail to the otrs account you created. > > I hope that works for you, > > Rory > > Support my 365 Challenge in aid of the Irish Cancer Society > > www.365challenge.ie > > > > 2009/9/17 Karthick B <bkarthick4u(a)gmail.com>: > > HI Rory > > > > Am working in RHEL 5.3 and otrs also installed on the same machine > > > > > ------------------------------ > > Message: 2 > Date: Thu, 17 Sep 2009 09:13:47 -0400 > From: "Walter R. Moore" <moorewr(a)eckerd.edu> > Subject: Re: [otrs] survey module > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <4AB2360B.6010304(a)eckerd.edu> > Content-Type: text/plain; charset="iso-8859-1" > > Yes, I've got the surveys set as Master.. they just never trigger... the > system is not getting as far as trying to send them. > > Two follow-ups.. > > Does my << $Self->{'Ticket::EventModulePost'}->{'99-SurveySendRequest'} > >> look like yours? > > What logging happens when a survey is sent? I have no log entries, good > or bad, about surveys, which leads me to conclude the trigger itself is > not working. > > Aquiles Cohen wrote: > > ============ > > > > $Self->{'Survey::NotificationBody'} = "Estimado Usuario, > > > > Gracias por utilizar nuestros servicios. Ayudenos a mejorar > > nuestra atenci?n y nuestros servicios. > > > > Por favor atienda la siguiente encuesta para el Sistema de Gesti?n > > Integrado de la Universidad. > > > > <OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias> > public.pl?Action=PublicSurvey&PublicSurveyKey=<OTRS_PublicSurveyKey> > > > > Gracias por su ayuda! > > > > Proceso de Gestion de TIC > > "; > > $Self->{'Survey::NotificationSubject'} = 'Ayudenos a mejorar nuestros > > servicios!'; > > $Self->{'Survey::NotificationSender'} = 'quality(a)midominio.edu.co' > > <mailto:'quality(a)midominio.edu.co'>; > > $Self->{'Survey::SendPeriod'} = '.001'; > > > > $Self->{'Survey::SendNoSurveyRegExp'} = > > '(MAILER-DAEMON|postmaster|abuse)@.+?\..+?' > > > > ================ > > be sure that notifications are working, or more exactly that SMTP is > > working, > > > > > > Aquiles Cohen.- > > > > Homepage : http://aqcohen.blogspot.com > > > > > > On Wed, Sep 16, 2009 at 8:18 AM, Walter R. Moore <moorewr(a)eckerd.edu > > <mailto:moorewr@eckerd.edu>> wrote: > > > > > > Related to this, can those of you with working surveys share what the > > correct trigger (SurveySendRequest) is? I can not get the system to > send > > surveys at all. > > > > This is what I see in sysconfig. > > > > $Self->{'Ticket::EventModulePost'}->{'99-SurveySendRequest'} = { > > 'Event' => '(TicketStateUpdate|StateSet) ', > > 'Module' => 'Kernel::System::Ticket::Event::SurveySendRequest' > > }; > > $Self->{'Survey::SendNoSurveyRegExp'} = > > '(MAILER-DAEMON|abuse)@.+?\\..+?'; > > $Self->{'Survey::NotificationSender'} = 'otrs(a)eckerd.edu > > <mailto:otrs@eckerd.edu>'; > > $Self->{'Survey::SendPeriod'} = '0.0001'; > > > > Aquiles Cohen wrote: > > > Hi, > > > > > > It's any way that the send survey dont expire?. My users are > > receiving > > > the surveys but they don?t do it inmediatily and the survey key > expire > > > > > > > > > > > > Aquiles Cohen.- > > > > > > Homepage : http://aqcohen.blogspot.com < > http://aqcohen.blogspot.com/> > > > > > > > > > > > > ------------------------------------------------------------------------ > > > > > > > --------------------------------------------------------------------- > > > 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/ > > > > -- > > +-----------------------------------------------------------------+ > > Walter R. Moore -- Sr. Systems Administrator, Eckerd College > > moorewr(a)eckerd.edu <mailto:moorewr@eckerd.edu> -- > > http://home.eckerd.edu/~moorewr <http://home.eckerd.edu/%7Emoorewr> > > > > "It was glorious to see -- if your heart were iron, > > And you could keep from grieving at all the pain" - The Iliad > (13.355) > > > > > > --------------------------------------------------------------------- > > 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/ > > > > > > > > ------------------------------------------------------------------------ > > > > --------------------------------------------------------------------- > > 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/ > > -- > +-----------------------------------------------------------------+ > Walter R. Moore -- Sr. Systems Administrator, Eckerd College > moorewr(a)eckerd.edu -- http://home.eckerd.edu/~moorewr<http://home.eckerd.edu/%7Emoorewr> > > "It was glorious to see -- if your heart were iron, > And you could keep from grieving at all the pain" - The Iliad (13.355) > >

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Install OTRS 2.2.5 on Windows XP machine
by Lev Davidovich 18 Sep '09

18 Sep '09

Hi I want to install OTRS 2.2.5 on a Windows XP test machine as that is the version we have on the live server. The automatic installer on the following page http://www.otrs.org/download/ is only for the latest version. Is there an automatic installer I can find for installing 2.2 on Windows? Rory was kind enough to point out the following page with downloads of earlier versions ftp://ftp.otrs.org/pub/otrs/ but downloading 2.2.5 from here would require a manual install on Windows. I can't seem to find instructions to manually install version 2.2 on Windows. I have, however, found instructions to manually install version 1.3 on Windows on the following page. http://doc.otrs.org/1.3/en/html/install-win32.html Is there a page with similar instructions for version 2.2 or will the instructions for 1.3 be able to do the job for me? Thanks for your help Lev

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Re: [otrs] Setting up a role hierarchy in OTRS
by Kaul, Sunjay 18 Sep '09

18 Sep '09

Hi Michiel, Thanks, I did just that, raised a feature request Regards, Sunjay * This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.

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survey module
by Aquiles Cohen 17 Sep '09

17 Sep '09

Hi, It's any way that the send survey dont expire?. My users are receiving the surveys but they don´t do it inmediatily and the survey key expire Aquiles Cohen.- Homepage : http://aqcohen.blogspot.com

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Re: [otrs] FW: FAQ Public Interface language
by Rui Castro 17 Sep '09

17 Sep '09

Hi Michiel, Your suggestion works! Changing the default language in the browser made the Public Interface appear in English. Thanks! Best regards, Rui Hi Rui, Currently the Public frontend of the FAQ displays the language that is requested by the browser. Your browser is probably instructed to request pages in Portuguese if that exists, so that is why you will see the page in Portuguese. For instance in Firefox you can change that by selecting Preferences > Content > Languages > Choose. If any of the languages listed here is available, OTRS will return that. If there is none, it will fallback to the language you have defined in Admin > SysConfig > Framework > Core > DefaultLanguage. What you could do, is remove all languages but English from Admin > SysConfig > Framework > Core > DefaultUsedLanguages. Then the Public FAQ frontend will always display in English. But this will also prevent agents and customer users to use any other language than english! hope this helps, Michiel On Fri, Sep 11, 2009 at 12:08 PM, Rui Castro <rc at noniussoftware.com <http://lists.otrs.org/cgi-bin/listinfo/otrs> > wrote: > Hello, > > > > I just installed the FAQ module. When I use the Agent Interface everything > is in the english language, but when I use the Public interface the > categories and RSS are in portuguese. How can I change the public interface > to the english language? I have already been looking in the System > Configuration and even in the Standard Customer dtl files, but was unable to > have all sentences in English. > > > > Thanks and best regards, > > Rui ------------ Rui Castro ● Director NoniusSoft – Software e Consultoria para Telecomunicações, S. A. Rua Actor Ferreira da Silva, 100 ● 4200 – 298 Porto ● Portugal Tel.: +351 22 030 15 30 ● Fax: +351 22 030 15 21 rc(a)noniussoftware.com <mailto:rc@noniussoftware.com> ● http://www.noniussoftware.com <http://www.noniussoftware.com/>

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Changing MySQL to MSSQL
by Marretta, Rosanna 17 Sep '09

17 Sep '09

Hi, I am changing MySQL to MSSQL and need some assistance if I may. I have created the database and set up a login for OTRS in my MSSQL. I have changed the config.pm file as per below: # DatabaseHost # (The database host.) $Self->{DatabaseHost} = '[IP or name to your Database]'; # Database # (The database name.) $Self->{Database} = 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = '[password to sql server for user otrs]'; # DatabaseDSN $Self->{"Database::Type"} = 'mssql'; $Self->{DatabaseDSN} = "DBI:ODBC:otrs"; $Self->{DatabaseUserTable} = 'users'; Perl-DBD-ODBC has also been installed. I ran CheckDB.pl and I'm getting the following error, can anybody please help me. Do I have to change another file? DBI connect('otrs','otrs',....) failed: [unixODBC][Driver Manager]Data source name not found, and not default driver specified Can anybody help? Thanks Rosanna

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Setting up a role hierarchy in OTRS
by Kaul, Sunjay 17 Sep '09

17 Sep '09

Hi, Has somebody tried setting up a role-based hierarchy in OTRS? My basic requirement is to have a Central Admin who just creates a Queue and an Admin for that Queue(Queue Admin). Once this is done, the Queue Admin creates users, customers, sub queues, services and slas for the Services. Is this possible? Appreciate any help on setting this up. Regards, Sunjay </PRE><p style="font-family:arial;color:grey" style="font-size:13px">This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.</p><PRE>

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Re: [otrs] Install OTRS 2.2.5 on Windows XP machine
by Lev Davidovich 17 Sep '09

17 Sep '09

Hi Rory apologies but I don't now think this error message about crontab.txt in itself is a significant problem at this stage of the reinstall. There is a file called "\bin\Cron4Win32.pl" which contains some empty paths in the 2.2.5 version presumably because the installer has not run, but as the Cron, Apache and MySQL servers can be started and stopped anyway (notwithstanding the error message) it seems not to be such a significant problem at this stage in terms of the overall reinstall. Of course it might, as you rightly say, interfere with the scheduling of tasks once the reinstall has been completed but I feel that is a problem we can deal with later. However, it has got me thinking about how many other paths in how many other files might have to be updated because the 2.2.5 installer has not been run. What seems to be more significant is the fact that the Apache server definitely becomes inaccessible once the "Kernel" directory is of the OTRS root directory is replaced. So I have been testing specifically which directories within the Kernel directory, when replaced, make the Apache Service inaccessible and unable to be switched on and off from OTRS. I have now established that the following directories within "Kernel", when replaced by the 2.2.5 version, cause Apache to become inaccessible : Kernel\System Kernel\Modules Kernel\cpan-lib Question is - what changes do I need to make to which files within these directories to be able to restart Apache? Or do I simply go on testing every subdirectory and every file - that could go on for ever! Best Lev ________________________________ From: Rory <rclerkin(a)gmail.com> To: User questions and discussions about OTRS. <otrs(a)otrs.org> Sent: Wednesday, 16 September, 2009 15:27:30 Subject: Re: [otrs] Install OTRS 2.2.5 on Windows XP machine - error message "can’t open crontab.txt " Hi Lev, I'm not quite sure exactly why you're having the issue. I guess its because the config from the unix system is trying to use the crontab (which is the unix way of scheduling tasks. The Cron service on your windows system which OTRS installs is not quite the same thing). I believe its the incoming mail service that uses the crontab functionality, i.e. check the mail account for new mail every 2 minutes Its probably also used by the generic agent too. See if you can find where the crontab.txt file its looking for is. (I don't use a cron service, I installed each component individually and use the windows scheduler). It's probably under your "program files\OTRS" program directory somewhere. Compare the config.pm's (and maybe the default.pm's) from both the linux and windows machines looking for entries relating to cron. See how they differ. Try to make the linux config.pm fit the syntax of the windows config.pm. I hope that helps, Rory Support my 365 Challenge in aid of the Irish Cancer Society www.365challenge.ie 2009/9/16 Lev Davidovich <l.davidovich(a)yahoo.co.uk>: > Hi I am getting this message on the Windows command prompt when I try to > restart OTRS Services > > > > “can’t open directory crontab.txt No such file or directory” > > > > and Apache fails to start. > > > > Below are the steps I have taken to reinstall version 2.2.5 from our live > Apache server to the latest Windows installation (2.4..4) on our Windows test > machine. > > > > i) downloaded the latest version of the Windows > installer of OTRS 2.4.4 - DONE > > ii) dropped the mysql database - DONE > > iii) loaded dumped database from live server – DONE > > iv) turned OTRS Services (Cron, Apache, MySQL) off - DONE > > v) cleaned the /otrs/otrs directory of 2.4.4 - DONE > > vi) replaced with 2.2.5 version of the same directory – DONE > > vii) copied Config.pm from the live server to Windows box – > DONE. > > viii) added the following line toConfig.pm: > $Self->{'SendmailModule'} = 'Kernel::System::Email::DoNotSendEmail'; > > ix) also, on Config.pm, changed paths “$Self->{Home} = > '/opt/otrs’” to “$Self->{Home} = 'C:/PROGRA~1/OTRS/OTRS';” and > “$Self->{'LogModule::LogFile'} = '/var/log/otrs.log';” to > “$Self->{'LogModule::LogFile'} = 'C:/PROGRA~1/OTRS/OTRS/var/log/otrs.log';” > > x) try to turn OTRS Services back on – Error message comes > up > > If I then drop the 2.2.5 live database, reload the 2.4.4 database, turn OTRS > Services off, restore the original 2.4.4 otrs/otrs directory, there is then > no problem turning OTRS Services back on and logging in to 2.4..4. > > Clearly there is something about the database import it doesn't like - any > ideas? > > Thanks a million > > Lev > > P.S. I originally sent this request under the previous thread I was involved > with but it hasn't appeared so I have sent it again under a slightly > different thread title. My apologies therefore if this appears twice!! > > > --------------------------------------------------------------------- > 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/ > --------------------------------------------------------------------- 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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Re: [otrs] otrs-fetching mails from mail server
by Karthick B 17 Sep '09

17 Sep '09

HI Rory Am working in RHEL 5.3 and otrs also installed on the same machine On Thu, Sep 17, 2009 at 7:02 AM, <otrs-request(a)otrs.org> wrote: > 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. otrs-fetching mails from mail server (Karthick B) > 2. Re: otrs-fetching mails from mail server (Rory) > 3. Couple of questions on Notifications (Gustavo Montes) > 4. Tr : Can't solve : Panic, no user data found > (olivier.villegente(a)sic.nc) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 16 Sep 2009 21:17:17 +0530 > From: Karthick B <bkarthick4u(a)gmail.com> > Subject: [otrs] otrs-fetching mails from mail server > To: otrs(a)otrs.org > Message-ID: > <844c48950909160847w1e6aa5ado6d350a09a4f36143(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > HI > I'm new to otrs.i have installed otrs and configured.everything is working > fine.i can able to fetch the mails from mail server via postmastermail > account. > now i want to fetch the mail for every minute. > i read the otrs doccument.but i can't understand..can any1 tell me how to > do..pls tell me which file to edit and which service should i start so i > can > fetch my mails for every minute. > > > > -- > Regards, > B.Karthick. >

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