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OTRS: Agent Notifications
by Marco Borsani 19 Nov '14

19 Nov '14

Hi all I am newbie in OTRS, I don't find a solution to send an email to the queue agents when one of them add a note to a ticket. I supposed "Agent Notifications" should do this, but nothing arrive. How can I do it ? Regards Marco Borsani Technical Delivery Manager Datacenter Division L.S. Advanced Software Srl [marchio-LS_piccolo] [logo_hakatech_2]

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OTRS Appliance Errors
by Scott R. Morgan 18 Nov '14

18 Nov '14

I am on my second different aws OTRS appliance (previously JumpBox now TurnkeyHub OTRS) and am still having a heck of a time getting a functional system setup. I am currently running a TurnkeyLinux appliance and I am getting "/etc/ssl/certs not writable!" errors in the log when I try to reply to a ticket. OTRS is running as user: otrs group:www-data Do I need to permanently add write access to the /etc/ssl/cert/ folder for user otrs or www-data/ or is this something that I just need to allow to be able to complete configuration setup? Scott R. Morgan - - - - - - - - - - Thank you! Scott R. Morgan

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Re: [otrs] [Ticket#2014092983000016] Notification to customer on move event
by Mathias Bräunling 18 Nov '14

18 Nov '14

Hi, who is the customer? Is it yourself? Event Based Notifications do not work, if the agent and customer user have the same email address. --Mathias 17/10/2014 20:20 - Lars Jørgensen wrote: > To do what you need use Notification event and chose Customer as destination for your especific event. That’s exactly what I did: 1. I have created a new event in "Admin -> Notifications (Event)". 2. In "Events" I have selected "TicketQueueUpdate". 3. In "Ticket Filter" I have selected the queue, that the ticket will be moved into. 4. In "Recipient" I have selected "Customer". 5. Finally, in "Notification" I have just entered "test" in both subject and text. It just doesn’t work. Does it work for you? -- Lars --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: [1]http://otrs.org/ Archive: [2]http://lists.otrs.org/pipermail/otrs To unsubscribe: [3]http://lists.otrs.org/cgi-bin/listinfo/otrs [1] http://otrs.org/ [2] http://lists.otrs.org/pipermail/otrs [3] http://lists.otrs.org/cgi-bin/listinfo/otrs

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Customer mail address wrong since update to 3.3.10
by Daniel Litzbach 17 Nov '14

17 Nov '14

Hi all, since updating to 3.3.10 last Friday, I have a problem with OTRS running on OpenSuse. When making a reply to a customer's message, the mail address of the customer is encapsulated by HTML " tags like this: [cid:image001.png@01D00241.B7500970] I am able to delete the mail address from the list and add it again, then I don't have any "quotes" in the mail address: [cid:image002.png@01D00241.B7500970] Does anyone else have this issue? Any idea where I can fix this and how? Thank you! Regards Daniel Litzbach

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periodicity of escalation notifications
by Mikael Kermorgant 13 Nov '14

13 Nov '14

Hello, I recently activated the default config in the GenericAgent.pm (after several years not having it). As we have several open tickets which have not been answered via otrs, all our team is now receiving lots of notifications every day. As a temporary solution, I've tried to tweak the Job to only receive *one* notification per escalated ticket (otrs currently continues to send notifications for each open ticket wihout answer every day). First problem is that I can't see how to tweak the periodicity of the notification. We receive them every morning around 8:20, despite the crontab running every 20 minutes. This makes it difficult to test my tweakings. Any idea about that ? ============================== %Jobs = ( # GenericAgent job that sends escalation notifications. # Activate this if you want to use these notifications in your system. 'send escalation notifications' => { Escalation => 1, TicketEscalationTimeNewerMinutes => 60, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue', }, }, # GenericAgent job that triggers escalation forewarn and escalation start events. # Activate this if you want to use these events in your system. 'trigger escalation events' => { Escalation => 1, TicketEscalationTimeNewerMinutes => 60, # new ticket properties New => { Module => 'Kernel::System::GenericAgent::TriggerEscalationStartEvents', }, }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) ); ===================================== Alas, this did not work. Would you have any idea to make it work as I'd like ? Best regards, -- Mikael Kermorgant

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Sending mail issue with Office365
by info stcas 09 Nov '14

09 Nov '14

Dear All, We are using OTRS in our company for supporting customers. Our office mail server is hosted with Microsoft Office 365. I have no problem to receive emails. But while sending email, it always go out from root@localhost instead of expected configured address. I have configured the SMTP setting in SysConfig -> Core::Sendmail. My configurations are as follows. SendmailModule SMTPLS. SendmailModule::Host smtp.office365.com. SendmailModule::Port 25. SendmailModule::AuthUser user(a)domain.com. SendmailModule::AuthPassword MyPassword. Because of this, the notifications are only sending to SPAM folder while system send it to office365 Domains. The OTRS version is 3.3.9. Kindly help to resolve this. Regards Nix STC

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Re: [otrs] [Ticket#2014103183000036] How to disable all unlock timeouts
by Mathias Bräunling 06 Nov '14

06 Nov '14

Hi, 31/10/2014 23:30 - Mike Morris wrote: I want to make sure that no locked ticket is ever unlocked by the system as a result of a timeout - so that only Agent actions can result in an unlock. unlock times of tickets is a queue setting. You define it in minutes. If you set the unlock time to 0 no unlock will happen. The time is just a trigger as to unlock the ticket. The unlocking itself is done via a the job otrs.UnlockTickets.pl (triggered via cron). --Mathias

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Re: [otrs] otrs Digest, Vol 74, Issue 2
by Mike Morris 04 Nov '14

04 Nov '14

>> I want to make sure that no locked ticket is ever unlocked by the >> system as a result of a timeout - so that only Agent actions can >> result in an unlock. >> >> I've searched in SysConfig for every combination of "(un)lock", >> "time(out)" and "auto(matic)" I can think of, and changed several >> settings... but it still keeps happening. >> > Hi Mike, This is regulated per Queue - "Unlock timeout minutes" - "0 = > no unlock" Regards, Fritz Thank you Fritz!!! I knew I'd be embarrassed :-) However, now I wonder if the SysConfig search works as I assumed. So, for my next dumb question: I still cannot get it to come up in the SysConfig search even knowing the exact field title.... is there an index I need to rebuild, or does SysConfig not search Key names, or some other reason I can't find this value ??? Thanks again, MikeM

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IMAP: Can't process mail, email no 1 is empty!
by rajesh kumar 03 Nov '14

03 Nov '14

Hi I am not able to fetchmail the error is "IMAP: Can't process mail, email no 1 is empty!.." some times the error is "Can't create PID PostMasterMailbox, because it's already running" I cleared the running PostMasterMailbox in Mysql Stopped all cron jobs Changed # set binmode # binmode ($Row, ':utf8'); No jobs running for postmastermailbox I restarted the server also, cleared router also. Still my problem is if the mailbox is empty when i click the fetchmail in GUI its telling finished but when any mails are in mailbox its taking long time and ends up with this error Can't process mail, email no 1 is empty! Pls advise ASAP Thanks in advance Rajesh

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Displaying added CI fields
by Gene Matthews 03 Nov '14

03 Nov '14

Hi, We are pretty new to OTRS. We have it installed (ITSM also) in a test environment. I've been importing CIs into the CMDB successfully and have change the 'Computer' class definition to add some new fields. The new fields are being added and my imports are working; when I do an export I see all the data. What I haven't figured out yet is how to get the new fields and their values to display. When I go to the CMDB overview and double click on a 'Computer' CI, I don't see any of the new fields. How can I update this view so that my new fields are displayed? It looks like it is calling something from AgentITSMConfigItemZoom based upon the URL. Should I be looking under Admin in the web interface for this? Thanks, Gene

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