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Problem in creating event notification
by Jain, Saurabh 29 Jul '14

29 Jul '14

> Hi, > > Currently our OTRS setup is generating tickets based on incoming > emails. We want to add a notification to a particular email id e.g. > group(a)abc.com in case email contains a particular text e.g. "device: > abc". > > To solve this, we configured a postmaster filter to read the email > body and set X-OTRS-header 'X-OTRS-CustomerNo' to 'abc'. Now, I want > to create a event notification for new tickets and use this > X-OTRS-header in ticket filters but don't see any option like that. > Is this the right approach? If yes, how to create a event notification > on 'X-OTRS-CustomerNo'? > Regards, > Saurabh >

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Generic Interface with Python
by Kristofer Pettijohn 28 Jul '14

28 Jul '14

I am attempting to use Python and SOAPpy as a requestor to the Generic Interface. However, I am having issues. This is the complete Python code for my test: http://pastebin.com/jD7jD5yv This is the SOAP request that it is sending out: http://pastebin.com/gUKc8np4 OTRS system log is reporting that it "Got no OperationType!" I am stuck and can't seem to find what I am missing. Can someone point me in the right direction? Thanks, Kris

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Crash of RPC calls ?
by Marwan Rabbâa 25 Jul '14

25 Jul '14

Hi, I am running OTRS 3.1.21 on a debian 7. I use RPC calls to contact my OTRS and retrieve my tickets. With my PHP I made a search ******************************************************** $client = new SoapClient(null, array('location' => "${url}/otrs/rpc.pl", 'uri' => "Core", 'trace' => 1, 'login' => 'XXXXXXXXXXX', 'password' => 'XXXXXXXXXXX', 'style' => SOAP_RPC, 'use' => SOAP_ENCODED, )); $data = $client->__soapCall("Dispatch", array($username, $password, "CustomerUserObject", "CustomerSearch", "Search", "*", )); ******************************************************** Sometimes (it is not regular) I have a PHP soap fault. ******************************************************** Can't use string ("Core") as a HASH ref while "strict refs" ******************************************************** and no information in logs. Has anybody meet this problem ? Regards,

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Segragation based on URL on single system
by Justin Cole 25 Jul '14

25 Jul '14

Hi. We have need to create a support panel that will allow the submission of tickets via email and web interface. The problem is, we use this somewhat unconventionally. We have need to support multiple customers for multiple products across several domain names. Each customer needs to be able to only see their issues and we cannot have queues openly visible to a user that shouldn't see them. Please see below for example. support.domaina.com - leads to customer.pl where a customer can ONLY register for domaina.com and only see queues available to domaina.com support.domainb.com - leads to customer.pl where a customer can ONLY register for domainb.com and only see queues available to domainb.com ... ... Agents will need to be able to access some/all of the queues above to work tickets submitted. I know this is obviously possible if we run separate instances of OTRS. Is this possible to accomplish without having to maintain separate instances? Also of note, users on domaina.com and domainb.com and so on may have varied @domain.com based email address. Therefore, I don't think there is a way to group them as a customer and lock it down that way. Thank you all in advance. I have looped my brain back upon itself trying to think about this one and am stuck in a loop. I need some outside intervention. Justin Cole ECHO Labs LLC CONFIDENTIALITY NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

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Extract customer address
by claude 21 Jul '14

21 Jul '14

Hi, With my system, when i receive a ticket, the sender address is a generic address. The customer's real address is in the reply-to. So I would like make a statistical extraction with reply-to customer address and some other informations. If someone can help me ? Regards, Claude

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FAQ 2.3.2 Install error in OTRS 3.3.8 on Cent OS 6.2
by Sujeeva Tissaarachchi 21 Jul '14

21 Jul '14

Hello Friends, I am trying to install FAQ 2.3.2 on OTRS 3.3.8 on Cent OS 6.2 and getting below error: "Backend ERROR: OTRS-CGI-00 Perl: 5.10.1 OS: linux Time: Mon Jul 21 11:53:23 2014 Message: Package is not installed, can't upgrade!" I am about to submit a bug report. Has anyone faced the same error and resolved? Best Regards, Sujeeva Tissaarachchi

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Email ticket open - acknowledgement email to multiple recipe nets
by Paul Simons 18 Jul '14

18 Jul '14

Hello All, Is there any way of automatically replying to multiple emails when a ticket is opened by one person, a sort of one to many? So one person opens a ticket by email and the acknowledgement should go to not only the person who raised the ticket but everybody else in the group (for information) Regards Paul PS is there a searchable site with all these questions somewhere I could only find the archive – not very friendly. ________________________________ Disclaimer: This e-mail (and any attachments to it) is confidential and intended solely for the named person/s to whom it is addressed. If you are not an intended recipient, please notify us immediately and delete the email from your system. Any review, dissemination or other use of it in these circumstances is prohibited.

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from which table and column to find solutioninMin and firstresponseinMin values
by Darshak Modi(darshak.modi) 17 Jul '14

17 Jul '14

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In customer login want queues as trees rather than drop down list
by Darshak Modi(darshak.modi) 16 Jul '14

16 Jul '14

Hello List, As we have number of queues, how can we configure it as tree rather then dropdown list? Thanks Darshak

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Huge data to encode in JSON cuase Apache 500
by Marwan Rabbâa 16 Jul '14

16 Jul '14

Hi all, I've setup an OTRS (version 3.1.21) on a 3GB / 2 CPU virtual machine. I have made a CGI to return a ticket list into JSON. For this, I use the method TicketSearch. There, I have a hge hash to output as JSON. ************************ use JSON; print "application/json"; print JSON->new->encode($Result); ************************ This encoding cause a 500. I have <:Apache2 IO write: (103) Software caused connection abort> in apache logs. Is this a memory problem ? How could I solve it ? Regards,

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