- otrs - OTRS mailing lists

R: Sending messages using 5 accounts via SMTP
by Marco Vannini 01 Sep '09

01 Sep '09

Yes, it does this but you have to assign a mail address to queue, so you should have 5 queues ----- Messaggio originale ----- Da: Rodrigo Correa <rod_luiz(a)hotmail.com> Inviato: lunedì 31 agosto 2009 15:18 A: OTRS <otrs(a)otrs.org> Oggetto: [otrs] Sending messages using 5 accounts via SMTP Hello, I wonder if it is possible to use SMTP to send / reply messages using multiple accounts. My OTRS (2.3.3) uses 5 accounts (emial) to get tickets, I need to answer these tickets the message is sent using the same account. Version 2.4.3 of OTRS has this feature? Thank you, Com o Novo Internet Explorer 8 suas abas se organizam por cor. Baixe agora, é grátis!

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CC Field in customer create ticket dialog
by guenther.rasch＠gmx.de 01 Sep '09

01 Sep '09

Hi, is it possible to add a CC field to the customer new ticket dialog? Günther -- Jetzt kostenlos herunterladen: Internet Explorer 8 und Mozilla Firefox 3 - sicherer, schneller und einfacher! http://portal.gmx.net/de/go/chbrowser

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Deactivate option within Frontend
by Christoph Ohliger 01 Sep '09

01 Sep '09

Hi, can anyone answer or point me to the correct direction if its possible to deactivate the displaying of options within one Frontend (like Frontend::Agent::Ticket::ViewPhoneNew) ? I can use the Frontend::Agent::ModuleRegistration for restricting modules and I can restrict the option values with ACLs. But right now I haven?t found a way to "not display" one option within one frontend for a special group (for example group1 shouldn?t see the SLA option within ticket creation). regards Christoph Ohliger

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No Notifications generated for SLA breaches
by Kaul, Sunjay 01 Sep '09

01 Sep '09

Hi, For Tickets that have breached the defined SLAs, the Queue view shows me a listing, however no escalation notifications are generated. Additionally, the Stats do not show I am on an evaluation using OTRS 2.4.2 on a jump box hosting. Is there something I need to set so that notifications are generated and stats are properly generated. I saw somewhere in the Archives that SLAs are calculated only with the ITSM add-on, is this true? Thanks, 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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Need User! messages
by Richard Stockton 31 Aug '09

31 Aug '09

OTRS 2.4.3 on RedHat Enterprise 5.3 My "Support Assessment" continues to complain about log errors. You have more error log entries: Need User!, Need User!, Need User!, Need User!, Need User!, Need User!, Need User!, Need User!, Need User!, Need User! Failed The logs themselves to not give a clue about exactly what needs a User. While this does not appear to affect the proper running of OTRS, it is confusing and bothersome. Any ideas on what is happening and/or how to stop it? TIA. - Richard

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Zenith Infotech?
by Jason B. Loven 31 Aug '09

31 Aug '09

Anyone using OTRS in conjunction with Zenith Infotech or another MSP platform?

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dragdropupload firefox plugin hack
by Bianchi, Giordano 31 Aug '09

31 Aug '09

I've (badly) hacked the AgentTicketCompose module to be able to attach more than one file via drag & drop with the firefox extension dragdropupload.xpi. I'm posting the files here in case anybody else wants to add this functionality to their OTRS install...who knows, maybe one day it will make it into the ufficial code! Enjoy <<AgentTicketCompose.pm>> <<AgentTicketCompose.dtl>> <<dragdropupload.xpi>> Giordano Bianchi

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Sending messages using 5 accounts via SMTP
by Rodrigo Correa 31 Aug '09

31 Aug '09

Hello, I wonder if it is possible to use SMTP to send / reply messages using multiple accounts. My OTRS (2.3.3) uses 5 accounts (emial) to get tickets, I need to answer these tickets the message is sent using the same account. Version 2.4.3 of OTRS has this feature? Thank you, _________________________________________________________________ Você sabia que pode acessar o Messenger direto do seu Hotmail? Descubra como! http://www.microsoft.com/brasil/windows/windowslive/products/tutoriais.aspx

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R: Routing of email to the queues
by Bianchi, Giordano 31 Aug '09

31 Aug '09

Thanks for the reply, but we're not using the postmaster mail account, we are sending the email directly to the otrs system (it's a linux server running postfix). Each queue has the right email address assigned to it, and everything works fine if there is a single otrs address in the TO: field. The problem comes up when there is more than one otrs address involved. If I use the postmaster filter, how do I tell it to send the ticket to both queues? I believe I cannot have multiple X-OTRS-Queue statements in the filter. _____ Da: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Per conto di IT easyap Inviato: domenica 30 agosto 2009 11.57 A: 'User questions and discussions about OTRS.' Oggetto: Re: [otrs] Routing of email to the queues I guess you are use a single account in the PostMaster Mail Account with the option dispatch by email (to: field). You ca try to different options 1) defining both email accounts in the PostMaster Mail Account and queue addressing 2) use postmaster filters to address to the correct queue. Regards _____ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bianchi, Giordano Sent: viernes, 28 de agosto de 2009 13:59 To: 'otrs(a)otrs.org' Subject: [otrs] Routing of email to the queues Hello everyone, I have a problem with the routing of emails inside OTRS. We have 2 queues, each with a different email address assigned (ex. site1(a)example.com->queue1 and site2(a)example.com->queue2) Everything works fine if the users send the email to either one of the queues. The problem presents itself when an email is sent to both queues (particularly with both queues' addresses in the TO: field). At that point OTRS will create 2 identical tickets, and they will both end up in the same queue (which one of the two is random). Obviously we would like to have each ticket end up in each queue separately. Is this a bug? A feature? Has anybody else run into this issue? Thanks, Giordano Bianchi

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otrs-manager on 2.4 fmw
by Marco Vannini 31 Aug '09

31 Aug '09

Hi all, The often mentioned great tool otrs-manager seems to not work with 2.4.x. Does someone has some information about it (or them at tokaware) ? Thank you in advance. Cheers. MV

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