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Re: [otrs] To vs Cc, redeux, again
by Richard Stockton 10 Aug '09

10 Aug '09

First, thanks to all who tried to help. Sadly, the same problems remain. >> First: >> When a message is sent to OTRS via "support(a)example.com" it goes >> into the support queue. When the ticket is replied to, the TO >> address ("support(a)example.com") is put in the CC field of the >> reply. So the reply ends up being sent back to the queue. This >> is NOT what we want. How do I stop that behavior? I would like >> to see any OTRS or Agent email filtered out of the reply CC. >> UPDATE: "Fixed" this by making the CC: blank. Not the best solution. Mariano Mara replied: >I'm not a pro but let me try with this first one: >When you said "When the ticket is replied to, the TO address...", I >assume you meant "the FROM address": No, I meant the "To:" address, that's what makes not sense to me. >if you get a message to >support(a)example.com, you want to reply from support(a)example.com, don't >you? Yes, and it does, but it also puts "support(a)example.com" in the CC of the reply. >What do you have in the "Systemaddress" parameter in the Queue >Configuration Page for "support"? support(a)example.com? "otrssupp(a)mail.example.com" which resolves from the alias "support(a)example.com". Sorry, Mariano, not much help. Then, Guillermo Vargas-DellaCasa replied: >Maybe this helps... >http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=322 Unfortunately none of the 3 scenarios was true in my case. The email was NOT CCed to anyone, it was a simple one-To and one-From. The To: was "support(a)example.com" and the From was a client address. When I replied, the original From: was made the To: (as it should) and the original To: was put into the CC field (as it should NOT). Again, nice try, but I'm afraid the problem remains. In addition, I still have the other 2 problems. Second: There used to be a line like this at the top of the queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not in' that queue. Is there a way to re-enable that in 2.4.2? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want in that. Third: I try to set the log info using the sysconfig GUI. When that doesn't work I tried to set it directly in Config.pm. When that didn't work I tried to set it in ZZZAAuto.pm. No matter what I do OTRS won't let me set an alternate log file. I finally set the log facility to local0 (which it DID let me do) and redid my /etc/syslog.conf file to send the log data to a file of my choosing. This works, but I would still prefer to control this via the sysConfig GUI. Any ideas? Once again I appreciate the efforts so far, can anyone else offer any enlightenment on my 3 problems with OTRS 2.4.2? And do the developers ever read this forum? Thanks. - Richard

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Stats to report ticket-id and its description
by Vijayan Thattai 10 Aug '09

10 Aug '09

Friends I am looking for stats in OTRS that can give me a list of all new /closed tickets with Ticket Id, and a brief description , title and owner of tickets ? Present reports only give me a total of new / closed tickets in a particular queue, however i need additional information such as who is the current owner / ticket description in the stats. This will be helpful for me during meetings where individual owners can get a print out of all the outstanding tickets they own . Thanks in advance. vjn

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To vs Cc
by Richard Stockton 08 Aug '09

08 Aug '09

Hi there, I just installed 2.4.2 and got everything to work fairly well, but I am seeing some strange behavior. First: When a message is sent to OTRS via "support(a)example.com" it goes into the support queue. When the ticket is replied to, the TO address ("support(a)example.com") is put in the CC field of the reply. So the reply ends up being sent back to the queue. This is NOT what we want. How do I stop that behavior? I would like to see any OTRS or Agent email filtered out of the reply CC. Second: There used to be a line like this at the top of the queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not in' that queue. Is there a way to re-enable that in 2.4.2? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want in that. Would appreciate any enlightenment. TIA. - Richard

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To vs Cc, redeux
by Richard Stockton 07 Aug '09

07 Aug '09

Since I didn't get any answers the first time, I am sending this again with a third added strangeness... Hi there, I just installed 2.4.2 and got everything to work fairly well, but I am seeing some strange behavior. First: When a message is sent to OTRS via "support(a)example.com" it goes into the support queue. When the ticket is replied to, the TO address ("support(a)example.com") is put in the CC field of the reply. So the reply ends up being sent back to the queue. This is NOT what we want. How do I stop that behavior? I would like to see any OTRS or Agent email filtered out of the reply CC. UPDATE: "Fixed" this by making the CC: blank. Not the best solution. Second: There used to be a line like this at the top of the queue display: "Tickets shown: 1-6 - Page: 1 - Tickets available: 6 - All tickets: 8" The "8" above was a link that opened ALL tickets, locked or not in' that queue. Is there a way to re-enable that in 2.4.2? Or am I stuck with the "StatusView" mechanism to see locked tickets? It is not as easy to find what you want in that. Third: I try to set the log info using the sysconfig GUI. When that doesn't work I tried to set it directly in Config.pm. When that didn't work I tried to set it in ZZZAAuto.pm. No matter what I do OTRS won't let me set an alternate log file. I finally set the log facility to local0 (which it DID let me do) and redid my /etc/syslog.conf file to send the log data to a file of my choosing. This works, but I would still prefer to control this via the sysConfig GUI. Any ideas? I would greatly appreciate any enlightenment at all. Do the OTRS developers read this list? TIA. - Richard

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Re: [otrs] OTRS 2.4.2 on Windows SMTP Outbound Mail Issue
by Stager, Ken 07 Aug '09

07 Aug '09

Matt, I've seen similar messages in my installation, but due to my OTRS box being in a different domain than my Exchange box and having a bad mx record for my Exchange box, resolved by adding an entry to my Exchange box in the OTRS server's host file. I'd look there first, make sure you can connect to the SMTP service via telnet <your Exchange server> 25 from your OTRS install and authenticate with the account you are using for SMTP. Check your Exchange box's SMTP logs and see if that provides any detail about what the problem is. Also, be sure you have the right SMTP settings in the config.pm file. I've found that on a Windows install, the SMTP settings in the GUI don't change the settings in the config file, but rather show what is there. Ken ================ Hello List, I am attempting to evaluate OTRS and have it installed on a Windows 2003 server. I am unable to get outbound mail to work using an internal SMTP relay server (Exchange) and have verified that there is no authentication or communication issue with my SMTP server from the OS on the server that OTRS is installed on. Associated otrs.log file entries are: [Fri Aug 7 11:16:14 2009][Error][Kernel::System::Email::SMTP::Send][92] Can't connect to osmtp.snagajob.com: Bad file descriptor! [Fri Aug 7 11:16:14 2009][Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendCustomerNotification] Sent customer 'Ticket Closed' notification to 'MMR1 <mmr1(a)snagajob.com<mailto:mmr1@snagajob.com <mailto:mmr1@snagajob.com> >>'. My belief is that the system does in fact connect to the SMTP server because if I specify a host name that does not exist, I get a different error message. Has anyone else run into this and resolved it? I've checked online to no avail... Thanks! -Matt ================

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Re: [otrs] Queue <> Services relationship
by Tomasz Dabrowski 07 Aug '09

07 Aug '09

Yes, you can do it using ACL. Pls search list's archive. Tomasz > Hello, > So, I still haven't figure out this one yet... So I'm assuming it is not possible, but I thought I will ask again one more time... Is it possible to limit the options under "Service" field when a user is creating a ticket based on what the user selected on the "To:" field? For example, if the user select To: Network Team, then he will get the services: Internet, Email, Folder Shares. But if he select To: Database Team, then we he goes to select a service he will see: Database, Student Database. I'm running OTRS 2.4.2 and ITSM 1.3 Thanks.... --------------------------------------------------------------------------------------- Cetelem Bank S.A. ul. Kijowska 1, skr. poczt. 276 00-987 Warszawa Sąd Rejonowy w Warszawie - XIII Wydział KRS pod nr KRS 0000221121- NIP: 113-25-17-083 - REGON: 015823773. Kapitał zakładowy w wysokości 178.930.000 złotych całkowicie wpłacony. This message and any attachments (the "message") is intended solely for the addressees and is confidential. If you receive this message in error, please delete it and immediately notify the sender. Any use not in accord with its purpose, any dissemination or disclosure, either whole or partial, is prohibited except formal approval. The internet can not guarantee the integrity of this message. Cetelem Bank S.A. shall (will) not therefore be liable for the message if modified. Ta wiadomość i jakiekolwiek załączniki do niej dołączone (dalej "wiadomość") są przesłane do wyłącznej wiadomości adresatów i są poufne. Jeśli otrzymał Pan/Pani tą wiadomość przez przypadek prosimy o skasowanie jej i powiadomienie nadawcy. Jakiekolwiek nieuprawnione użycie wiadomości, rozpowszechnienie lub ujawnienie w części lub w całości jest zabronione poza przypadkiem uzyskania formalnej zgody nadawcy. Internet nie gwarantuje integralności wiadomości. Cetelem Bank S.A. nie bierze odpowiedzialności za tą wiadomość, jeśli została ona zmodyfikowana.

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OTRS 2.4.2 on Windows SMTP Outbound Mail Issue
by Matt Reidy 07 Aug '09

07 Aug '09

Hello List, I am attempting to evaluate OTRS and have it installed on a Windows 2003 server. I am unable to get outbound mail to work using an internal SMTP relay server (Exchange) and have verified that there is no authentication or communication issue with my SMTP server from the OS on the server that OTRS is installed on. Associated otrs.log file entries are: [Fri Aug 7 11:16:14 2009][Error][Kernel::System::Email::SMTP::Send][92] Can't connect to osmtp.snagajob.com: Bad file descriptor! [Fri Aug 7 11:16:14 2009][Notice][Kernel::System::Ticket::Event::NotificationEvent::_SendCustomerNotification] Sent customer 'Ticket Closed' notification to 'MMR1 <mmr1(a)snagajob.com<mailto:mmr1@snagajob.com>>'. My belief is that the system does in fact connect to the SMTP server because if I specify a host name that does not exist, I get a different error message. Has anyone else run into this and resolved it? I've checked online to no avail... Thanks! -Matt ________________________________ The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies.

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test
by Matt Reidy 07 Aug '09

07 Aug '09

?? Matt Reidy Director of IT Operations SnagAJob.com, Inc.<http://www.snagajob.com/> 4880 Cox Road, Suite 200 Glen Allen, VA 23060 (804) 433-2797 ~ office (804) 519-1340 ~ cell (804) 433-2793 ~ fax mreidy(a)snagajob.com [cid:image001.gif@01CA174D.B28E95D0]<http://www.snagajob.com/> ________________________________ The information in this communication is intended to be confidential to the Individual(s) and/or Entity to whom it is addressed. It may contain information of a Privileged and/or Confidential nature, which is subject to Federal and/or State privacy regulations. In the event that you are not the intended recipient or the agent of the intended recipient, do not copy or use the information contained within this communication, or allow it to be read, copied or utilized in any manner, by any other person(s). Should this communication be received in error, please notify the sender immediately either by response e-mail or by phone, and permanently delete the original e-mail, attachment(s), and any copies.

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Re: [otrs] Queue <> Services relationship
by Guillermo Vargas-DellaCasa 07 Aug '09

07 Aug '09

Hello, So, I still haven't figure out this one yet... So I'm assuming it is not possible, but I thought I will ask again one more time... Is it possible to limit the options under "Service" field when a user is creating a ticket based on what the user selected on the "To:" field? For example, if the user select To: Network Team, then he will get the services: Internet, Email, Folder Shares. But if he select To: Database Team, then we he goes to select a service he will see: Database, Student Database. I'm running OTRS 2.4.2 and ITSM 1.3 Thanks.... -----Original Message----- From: Guillermo Vargas-DellaCasa Sent: Wednesday, August 05, 2009 4:53 PM To: 'otrs(a)otrs.org' Subject: Queue <> Services relationship Hi again, How can I establish a relationship between Queue and Services? I would like customers to select a Queue on the "TO:" field when they are creating a ticket and that the "Service" field be updated to show only services handled by that particular Queue. For example: To: Networking Team Services: Internet, Email, Folder Shares To: Database Team Services: HR Database, Student Database Is that possible? Thanks! Guillermo Vargas-Dellacasa Computer Operations Manager North Hunterdon-Voorhees Regional High School District (908) 713-4199 ext 5128 gvargas-dellacasa(a)nhvweb.net

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New FAQ Article Default Language - is it possible to change ?
by Tibor Hirner 07 Aug '09

07 Aug '09

Hi all, I would like to change the new FAQ article default language from DE to SK. Is it possible ? I have searched SysConfig through, no usable result. Thank you for any idea (experience). Sincerely, Tibor.

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