- otrs - OTRS mailing lists

Create a email ticket for multiple customers
by Florian Meier 20 Oct '15

20 Oct '15

Hi! Is it possible to create a ticket for multiple customer users, for example for everyone who's userlogin starts with XY? Can i do this from within the web interface or do i need the perl interface? Greetings Florian

2 2

E-mail notification alert
by John Koch 19 Oct '15

19 Oct '15

Hi, How can I configure an email notification alert to agents every time a new ticket or a reply to an existing ticket is received?

2 1

Upgrade process from OTRS 3.1.3 -> 5
by Alex Zimmerman 19 Oct '15

19 Oct '15

Hello! I just inherited the job of updating our production IT HelpDesk server from a IT tech that is no longer here. Due to the nature of our setup in cannot be down for very long, which is why it was left to get so far behind. The server is currently running on OTRS 3.1.3 on a Ubuntu Linux 12.04 LTS server. I looked at the documentation for the process of upgrading here: https://otrs.github.io/doc/manual/admin/3.2/en/html/upgrading.html It sounds like I have to update from to every subversion e.g. 3.1.3 -> 3.1.4 -> 3.2.1 -> 3.2.2.... etc.. You get the idea. :) Is there a way to fast track theses updates? The idea is that we want to be on OTRS 5 once it is released. Is is possible to just perform fresh install of the latest OTRS and import and upgrade the database? Thanks. :) [image: Everett Community College] <http://www.everettcc.edu/> Alex Zimmerman / Information Technology Specialist III Web Data & Development Services / Enterprise Services / Information Security Direct line:(425) 259-8724 / Help Desk:(425)388 9333 email: azimmerman(a)everettcc.edu [image: Twitter] <http://www.twitter.com/liquidspikes> [image: Linkedin] <http://www.linkedin.com/in/alexzimmerman/> *How did I do? Please take a minute to help us improve our IT service by completing the * *IT Feedback Survey. <http://goo.gl/J3nGC> (http://goo.gl/J3nGC <http://goo.gl/J3nGC>)* *Thank you!*

3 3

FindBin function tricks to fail getting pathes.
by Hisatoshi Onishi 17 Oct '15

17 Oct '15

Hi, All. I'm testing OTRS4 on AWS instance with Amazon Linux 2015.09. DB(MySQL) and perl modules has successfully installed. But, Web server(Apache) doesn't run well. Apache's error logs are below. > [Sat Oct 17 14:00:59.452039 2015] [perl:error] [pid 32749] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 166.\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 166.\nCompilation failed in require at /opt/otrs//Kernel/Config/Defaults.pm line 30.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config/Defaults.pm line 30.\nCompilation failed in require at (eval 7) line 2.\n\t...propagated at /usr/share/perl5/base.pm line 84.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/Config.pm line 97.\nCompilation failed in require at /opt/otrs/scripts/ apache2-perl-startup.pl line 69.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 69.\nCompilation failed in require at (eval 2) line 1.\n > [Sat Oct 17 14:00:59.452069 2015] [perl:error] [pid 32749] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server ip-172-31-40-255.us-west-2.compute.internal:0, exiting... This messages seems like this one. http://bugs.otrs.org/show_bug.cgi?id=8533 Then, I commented out lines uses/depends on FindBin function in "Kernel/Config/Defaults.pm", and modified to full-path, as same as original ones. So, Apache runs successfully, but get Internal Server Error in "installer.pl ". Following messages are This one. > [Sat Oct 17 14:30:05.092246 2015] [suexec:notice] [pid 642] AH01232: suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) > [Sat Oct 17 14:30:05.835751 2015] [auth_digest:notice] [pid 643] AH01757: generating secret for digest authentication ... > [Sat Oct 17 14:30:05.836437 2015] [lbmethod_heartbeat:notice] [pid 643] AH02282: No slotmem from mod_heartmonitor > [Sat Oct 17 14:30:05.839621 2015] [mpm_prefork:notice] [pid 643] AH00163: Apache/2.4.16 (Amazon) mod_perl/2.0.7 Perl/v5.16.3 configured -- resuming normal operations > [Sat Oct 17 14:30:05.839640 2015] [core:notice] [pid 643] AH00094: Command line: '/usr/sbin//opt/' > [Sat Oct 17 14:30:16.905579 2015] [:error] [pid 646] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 166.\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 166.\nCompilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 26.\nBEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/ installer.pl line 26.\n Maybe, when I modify to avoid FindBin function like "Kernel/Config/Defaults.pm" makes good. But impact range is too large(over 80 files must be modify). Do you have any idea? Regards, Hisatoshi Onishi E-Mail: hisatoshi.onishi(a)gmail.com

1 0

SSO / Federated Identity
by Bogdan Iosif 05 Oct '15

05 Oct '15

Hi, I use v3.3 with the default db backend for customer login and need to integrate it with an in-house-built customer experience portal (view reports/bills/marketing materials/etc.). The customer should login only once (in the portal) and then seamlessly jump between the portal and OTRS. The OTRS authentication & session lifetime should be settled transparently behind the scenes between the systems (i.e. log out / switch id from portal => same in OTRS). QUESTION: Is there an authentication module in OTRS or in Apache which could be tweaked to create this integration against our new portal? Thanks, Bogdan P.S: OTRS' manual points to Kernel::System::Auth::HTTPBasicAuth which seems to rely on Apache doing the authentication. I know nothing about this approach but if someone would tell me that it supports log out / switch id in OTRS when customer does that in our portal, I would look into it. I also found this http://developer.aaiedu.hr/faq/11.html ~ solution for v3.0 that integrates with a custom-built PHP SAML provider. I could modify it to use a [custom] NET provider but I would end up with a very expensive solution.

2 2

关于installer.pl的问题
by liziyi2006 30 Sep '15

30 Sep '15

2 1

AUTOREPLY otrs Digest, Vol 84, Issue 14
by baer＠opm-computer.de 22 Sep '15

22 Sep '15

Sehr geehrte Damen und Herren, in der Zeit vom 21.09.2015 bis einschließlich 02.10.2015 befinde ich mich nicht im Büro. Beachten Sie bitte, dass Ihre EMail nicht automatisch weitergeleitet wird. In dringenden Fällen wenden Sie sich bitte an unsere Hotline, 0203-378530, oder an Herrn Hesselmann (hesselmann(a)opm-computer.de) Mit freundlichen Grüßen Ronny Bär OPM EDV Service GmbH 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: Images in Auto-Response (Nick Bright) 2. Re: Tickets not appearing in "Tickets in my queue" (Alexandre Lima) ---------------------------------------------------------------------- Message: 1 Date: Mon, 21 Sep 2015 11:01:21 -0500 From: Nick Bright <nick.bright(a)valnet.net> Subject: Re: [otrs] Images in Auto-Response To: otrs(a)otrs.org Message-ID: <560029D1.5000402(a)valnet.net> Content-Type: text/plain; charset="windows-1252"; Format="flowed" On 9/17/2015 4:10 PM, Florian Edlhuber wrote: > Hi Dominik, Hi Nick, Hi Mailing List, > > 17/09/2015 20:08 - Dominik George wrote: > > Nick wrote: > >> We're trying to set up rich text auto responses. We drag & drop the > >> image into the message and everything looks good. After saving, then > >> re-opening the auto-response all of the images are stripped out. > > the CK Editor does not work well with drag&drop and browsers. But if > you read the > latest notes http://www.otrs.com/release-notes-otrs-5-beta-4/ > > you'll see that OTRS5 will fully support this. > > > > Messages with images are huge. Some people have slow or limited internet > > access, and do not want to be transmitting large, useless data. It also > > puts unnecessary load on inboxes. > > [x] agreed Sometimes you just have to do what the boss demands, good idea or not. > > Auto-replies are an (unavoidable) PITA. Don't blow them up too much, > that > > doesn't make anything better. > > [ ] agreed > auto replies are not PITA in general :-) That depends on your needs. > Sometimes you (or someone) (mis-)configures too much auto replies. > This is not good. > > > Auto-replies are backscatter. That is, they are sent back to whatever > > address a sender claimed. Large messages in auto-replies can be used to > > attack other users by making your site send large e-mail to their > accounts. > > [x] agreed We have a very good spam filter so not much comes in that isn't a legitimate ticket, fortunately. > > > If you can, turn off auto-replies compeltely. If you can't, please > keep them > > very short and conclusive. > > my opinion: turn on what you really need! Don't do more. If you > *might* need it, don't do it. > > > Another hint: If you are accepting encrypted e-mail; then *do not* > send back > > an unencrypted auto-reply with a full quote - this is a serious > information > > leak! > > Very good thinking!! Thanks! This is an excellent suggestion, and as we aren't quoting the message in the auto-response, we're already set here. -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

1 0

Tickets not appearing in "Tickets in my queue"
by Alexandre Lima 21 Sep '15

21 Sep '15

Hello! I hope this is the right place to ask for help :) I've been having this problem for some days, I've searched on google about it but I couldn't solve it. My problem is that I have agents that own some queues, but when a ticket is sent to one of those queues, they appear in "All tickets" and not in "Tickets in my queue". As a result, the agents don't receive a e-mail notification when a new ticket is created. I've checked the "My queues" list in the preferences, they're all there. Everything seems normal, but the only way I can make a ticket appear in "Tickets in my queue" of any agent is manually redirecting it to them. My OTRS version is 4 Patch Level 11. Please let me know if you need more information about my problem. Any help would be perfect :) Thank you, Alexandre

3 3

Images in Auto-Response
by Nick Bright 21 Sep '15

21 Sep '15

Greetings, We're trying to set up rich text auto responses. We drag & drop the image into the message and everything looks good. After saving, then re-opening the auto-response all of the images are stripped out. According to the guy working on it "it worked yesterday", so I'm not sure what exactly might be going awry here. Any thoughts or recommendations appreciated. Thanks, -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

3 3

tickets
by Robert Recchia 19 Sep '15

19 Sep '15

Hi everyone We have recently switched to OTRS ticket system and so far so good. I do have one question though. Our old ticket system use to round robin all the tickets to all the available reps. What I mean is if were 100 tickets and 4 people it would automatically assign each user 25 tickets. Is there a way to do this in OTRS.

4 4