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Controlling Email Notification in OTRS !!
by Senthil Kumar 17 Apr '15

17 Apr '15

Hi, I have a OTRS system with around 600 users. To avoid everyone can enable Email notification for new ticket, ticket update and ticket move, I want to create a control mechanism. Wherein only root@localhost can give permission for Notification through email. I have tried in disabling the option from Sysconfig => Ticket -> Frontend::Agent::Preferences "New Ticket notifify" and others. But this hides the option in both Agent console and root@localhost admin console. Is there a way, I can create a role, group or ACL to contol which users can enable notification through email, to avoid the load in Email server. Senthil

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morge tickets - message body
by Jakub Szczepańczyk 15 Apr '15

15 Apr '15

Hi there, when i merge tickets i have predefine message body: Your email with ticket number <OTRS_TICKET> is merged to <OTRS_MERGE_TO_TICKET>. How to add more variables to this message like subject: Your email with ticket number <OTRS_TICKET> TICKET_SUBJECT is merged to <OTRS_MERGE_TO_TICKET>. -- Jakub Szczepańczyk

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Re: [otrs] otrs Digest, Vol 79, Issue 5
by Placide Lysias NJAMI 15 Apr '15

15 Apr '15

Hi Jacub, To change the message when merging tickets, go to Admin -> SysConfig Edit Config Settings in Ticket -> Frontend::Agent::Ticket::ViewMerge There you have the message to modify. Best Regards / Cordialement ----- Placide -----Message d'origine----- De : otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : mercredi 15 avril 2015 12:00 À : otrs(a)otrs.org Objet : otrs Digest, Vol 79, Issue 5 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. morge tickets - message body (Jakub Szczepa?czyk) ---------------------------------------------------------------------- Message: 1 Date: Wed, 15 Apr 2015 10:22:56 +0200 From: Jakub Szczepa?czyk <j.szczepanczyk(a)alfavox.pl> Subject: [otrs] morge tickets - message body To: otrs(a)otrs.org Message-ID: <552E1FE0.4030704(a)alfavox.pl> Content-Type: text/plain; charset=utf-8; format=flowed Hi there, when i merge tickets i have predefine message body: Your email with ticket number <OTRS_TICKET> is merged to <OTRS_MERGE_TO_TICKET>. How to add more variables to this message like subject: Your email with ticket number <OTRS_TICKET> TICKET_SUBJECT is merged to <OTRS_MERGE_TO_TICKET>. -- Jakub Szczepa?czyk ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 79, Issue 5 ***********************************

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KIX4OTRS 7
by Placide Lysias NJAMI 13 Apr '15

13 Apr '15

When the release of kix4otrs 7 to work with OTRS 4.0 ? Cdt ! Placide

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Password protecting OTRS (via apache config) - apache 2.2 -> 2.4
by henka＠cityweb.co.za 12 Apr '15

12 Apr '15

Greets, I know this is more of an Apache question, but hopefully someone else has experienced this and knows the answer. We've been using OTRS on Apache 2.2 for many years, and we've had a two-level login system using the following apache config in otrs.sitename.com.conf which has worked well: Directory "/opt/otrs/bin/cgi-bin"> order deny,allow deny from all AllowOverride Limit allow from 1.1.1.1 2.2.2.2 AuthType basic AuthName "Helpdesk" AuthUserFile /www/etc/users.helpdesk require valid-user Satisfy all </Directory> ie, you get authenticated via the above pw file, and also restricted based on IP. Now, we have an apache 2.4 server, and things have changed somewhat, and the above login system no longer works at all (trimmed down to basics): <Directory "/opt/otrs/bin/cgi-bin"> Require all denied AuthName "Helpdesk" AuthType Basic AuthUserFile /www/etc/users.helpdesk Require valid-user </Directory> I'd appreciate any pointers. Thanks Henk

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innodb_log_file_size in OTRS 4.0.7
by Alan 09 Apr '15

09 Apr '15

Reading the changes in OTRS 4.0.7, I was surprised to see this: MySQL: Added check for innodb_log_file_size setting to both the installer > and the support data collector in order to make sure it matches the minimum > requirements. > MySQL's documentation <http://dev.mysql.com/doc/refman/5.6/en/innodb-parameters.html#sysvar_innodb…> shows that: innodb_log_file_size * innodb_log_files_in_group = <redo log size> So OTRS should be checking both settings: innodb_log_file_size * innodb_log_files_in_group >= 512 MB Furthermore, the MySQL documentation shows that the redo log is (only?) used for crash recovery: http://dev.mysql.com/doc/refman/5.6/en/glossary.html#glos_redo_log So what inspired this check in the first place? And if the check is really needed, perhaps it should be added to otrs.CheckDB.pl, together with some information in the installation and upgrade manual. Alan

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How to remove individual postings (not tickets)?
by Frank Thommen 07 Apr '15

07 Apr '15

Hi, I'm sure this has already been asked in the past but I don't seem able to find any appropriate postings: How can I remove individual mails/postings (/not/ complete tickets!) in OTRS tickets? Background is, that due to technical problems I have several tickets with dozens of intermixed duplicate entries which makes these tickets almost unreadable and unusable. I'd like to remove the duplicate entries from these tickets. I don't care if this is done through the webgui or directly in the database. (But I have never dealt with the OTRS database directly so far) I'm using OTRS 3.2.9 on CentOS 5 with MySQL. Thanks in advance Frank

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disable closed state for answer templates
by Jakub Szczepańczyk 07 Apr '15

07 Apr '15

Hi, is it possible to disable "closed succesful" state on states list which normaly could be set when using answer templates? -- Jakub Szczepańczyk

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Wrong customer selection in CC on incoming ticket
by Marco Ferreira 31 Mar '15

31 Mar '15

Hi OTRS Community and Christoph Sandhaus, I have installed OTRS version otrs-4.0.5 running on Linux CentOS 6 x64 and I have the same problem report for Christoph Sandhaus as the email below. Someone have this problem and know how to solved or Christoph you know how to fix? On an incoming ticket via PostMaster otrs adds a wrong customer on CC and sends a confirmation mail. I would like to figure out how otrs selects this customer. But I have _no_ idea where to start over. Any hint is apprechiated! Here is a description of my problem: All our customer IDs are mailaddresses. Assume the customers mail address of the incoming ticket is la...(a)mycompany.com<mailto:la...@mycompany.com> But additionally there is a customers address like first...(a)mycompany.com<mailto:first...@mycompany.com> Now the ticket history contains (freely translated from german): NewTicket - ... CustomerUpdate - updated: CustomerId=...;CustomerUser=first.last(a)mycompany.com ... SendAutoReply - AutoReply send to <la...(a)mycompany.com<mailto:la...@mycompany.com>> The auto reply mail contains an "CC" entry to "fist...(a)mycompany.com<mailto:fist...@mycompany.com>". Thanks for any help ... Thanks in advance. Best regards, Marco Ferreira

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OTRS module for automatic comment on certain senders
by Benjamin Fernandis 30 Mar '15

30 Mar '15

Hi, We are using OTRS help desk for our support team. We require to do automatic comment on certain tickets which has specific sender. For example : If we get email from abc(a)example.com , OTRS creates its ticket and append / add pre-defined comment into that ticket. I can make perl code out of OTRS but i never tried perl code with other application integration so bit confused that how to start and from where I can start. Please suggest me to do this. Thanks Ben

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