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Re: [otrs] Client includes multiple queue email addresses in email; only goes to one
by Leah Kelly 02 May '14

02 May '14

Not sure why David's question is running into my thread - it does not fit, unrelated. Please fix. How about I ask the question this way: If I am indeed set up this way (each mailbox is fetched independently AND each independent mailbox is set to always go to a certain queue), why didn’t the ticket get created in all of the queues to which it was sent?

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Sent no 'auto reply' for Ticket
by Amit Bondwal 01 May '14

01 May '14

Hello, I set up otrs on debian wheezy and it was working fine. After sometime auto response mails stop working. When I check the system logs it gives the log Sent no 'auto reply' for Ticket I searched for this a lot, And found that x-loop header should not be mention in mail filter for queue. I don't have x-loop header in mail filter queue. I also found that this is not a error of otrs your mailing list is blocking of mail filter queue with x-loop header. I don't have any x-loop header in mail filter queue. If this is not the problem in otrs then how it was working before and stop working after sometime. I am able to sent email notification manually editing responses. Regards Amit Bondwal

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Company Tickets
by André Cavalcante 29 Apr '14

29 Apr '14

Hi there, I wonder why Company Tickets is not working. The customers in my system should have access to all tickets opened buy their department colleagues via the customer panel. When they select Customer Tickets at Customer Panel nothing happens. Thanks in advance for your time and you help. -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

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Re: [otrs] Client includes multiple queue email addresses in email; only goes to one
by Leah Kelly 29 Apr '14

29 Apr '14

Thanks, that’s good news for us, as this is how we are set up. How do I enable this?

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Re: [otrs] Can send but cannot recieve mail.
by "LQ Marshall" 29 Apr '14

29 Apr '14

POP3 is not an outbound protocol and doesn't operate on tcp/25. Further, IF I understand your inquiry OTRS doesn't operate the way you are attempting to use it. Lawrence ----- Original Message ----- From: Cyril Thomas Jones <cyrijthomas2005(a)gmail.com> To: otrs(a)otrs.org Sent: 04/26/2014 8:06 Subject: [otrs] Can send but cannot recieve mail. I can send mail to any of my workmate through otrs but cant recieve mail in the otrs 3.3.6. I am using POP3 with outbound and inbound both set to port 25. my outlook is showing me that the message is sent. --------------------------------------------------------------------- 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

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Re: [otrs] Can send but cannot receive mail.
by David Boyes 27 Apr '14

27 Apr '14

Thanks, but this is where I believe my problem is [From Otrs Portal: If you cannot use mail accounts to get the email into OTRS, the command line program bin/otrs.PostMaster.pl<http://otrs.PostMaster.pl> might be a way around the problem. It takes the mails via STDIN and pipes them directly into OTRS. That means email will be available in your OTRS system if the MDA (mail delivery agent, e.g. procmail) executes this program]. To test bin/otrs.PostMaster.pl<http://otrs.PostMaster.pl> without an MDA, execute the command of the following script. linux:/opt/otrs# cd bin linux:/opt/otrs/bin# cat ../doc/sample_mails/test-email-1.box | ./otrs.PostMaster.pl<http://otrs.PostMaster.pl> linux:/opt/otrs/bin# I want you please better explain with steps how can i solve this mail problem considering bin/otrs.PostMaster.pl<http://otrs.PostMaster.pl>. Note that i working in windows 7 not linux and runnuing Otrs 3.3.6. You cannot use this solution on your Windows box. It relies on the mail system executing the PostMaster.pl Perl script when delivering the message. You don’t have the capability to implement this on your Windows system, since apparently you don’t control the mail system delivering the messages to your POP mailbox and your Win7 system doesn’t have the capability to receive mail directly. (Also note that Win7 is a *single-user* desktop operating system; it’s not designed for the purpose of running services accessed by other people. Even if you DO get this working, it’s not going to be particularly reliable or usable. ) I’ll cut you some slack for being new to the professional IT world, but there’s some basic stuff that you need to learn to do to survive out here in the Real World. One is step-by-step problem analysis and diagnostics. Your university clearly failed you miserably here. If I were you, I’d be annoyed at that failure. Beyond what Gerald already suggested (particularly the Read The Fine Manual step), take a step back and look at the problem. First, visualize what you’re trying to do: configure OTRS to pull messages from a remote mailbox server – essentially to act like any other POP client interacting with a mail server run by someone else. First thing to do: open a text editor or MS Word and step-by-step, record what you typed and what the system responded. Screen shots are good. Second is take 5 minutes to write down what your understanding of the problem is and what you think is actually happening in text form – like you would explain it to your mother. You’ll understand it better if you do it in plain text in complete sentences. Third, you need to look up the protocols that you’re trying to use and understand at least the basics of what they do and are intended to provide. Without that research step, you won’t ever understand how this is SUPPOSED to work, and you won’t get any further. You get that from the protocol docs and from the manuals that come with your product. Write that understanding in your text file too – it’s going to make your life easier if all this is in one place. Draw yourself a picture of how you think it should work. So, with that in mind: OTRS gets incoming messages either by direct execution of the PostMaster.pl script when the message is delivered, or by polling a remote mail server periodically via POP or IMAP. You can’t use the direct execution model because you don’t control the mail system delivering the message, so you have to use the polling method. There are two tasks here, transmitting messages outbound via SMTP, and receiving inbound messages via POP. You’ve told us that you can send outbound messages, which implies that the SMTP component is working. OK, don’t mess with that part. That means that the problem exists in the POP3 configuration. As again, Gerald already pointed out, POP != SMTP. Those services do not run on the same TCP ports (POP3 runs on port 110) and they do two completely different things. If you have the POP client (your OTRS system) configured to connect to port 25 (the SMTP port), it will NEVER WORK. It’s like asking for a Irish stout beer in Philadelphia using the Urdu language. SMTP doesn’t understand the same commands as POP. Wrong place, wrong language. Next, can your Windows box connect to the POP server? Make sure the OTRS POP client is configured for port 110, the POP3 service port on your mailbox server (the machine that gets your mail). If you do have the OTRS POP3 client configured to use port 110, then the next step is to check whether the userid and pw you are using is correct for the POP3 server you are trying to connect to. If not, it will NEVER WORK. You can test this using telnet from your Windows machine: “telnet pop3.server.host 110” and using USER “youruserid” and PASS “your password” (without the double quotes, and using your userid and pw in place of youruserid and yourpassword). If you get OK as a response, then move on. Make sure the OTRS POP client has that userid/pw information. If that works, then you should be able to run Postmaster.pl manually and see mail come in. If it doesn’t, then ONCE YOU’VE TRIED THESE STEPS, describe to us exactly what you typed and what you saw – post your text file. We can’t see what you see, and thus can’t know what you’ve tried. Then we have some basis to continue. One other thing you should know is that this mailing list is people spending their free time trying to help you solve your problem. If you want someone to lead you by the hand on your schedule with your goals in mind, you should buy some consulting time from someone – the basic presumption here is that 1) you’ve tried stuff on your own, 2) you can describe what you’ve already tried coherently (see text editor idea above) and 3) that you have some idea what you expect it SHOULD do. We know that #1 occurred, now we’re asking you to work on #2 and #3.

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Can send but cannot recieve mail.
by Cyril Thomas Jones 26 Apr '14

26 Apr '14

I can send mail to any of my workmate through otrs but cant recieve mail in the otrs 3.3.6. I am using POP3 with outbound and inbound both set to port 25. my outlook is showing me that the message is sent.

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Client includes multiple queue email addresses in email; only goes to one
by Leah Kelly 25 Apr '14

25 Apr '14

A client emailed me specifically and not her Account Manager - when I didn’t respond, she then emailed me again, along with three other people within the company (and whose emails go directly into OTRS). The second email only when into my queue and attached to the original email. It didn’t go into the three other queues. Can we make OTRS create a new ticket for each queue emailed? Thanks, Leah

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Ticket subject
by André Cavalcante 24 Apr '14

24 Apr '14

Hi there, I'd like to insert the ticket subject in the Survey message. I was able to insert the ticket number, but not the subject. I've tried <OTRS_CUSTOMER_SUBJECT> but it didn't work. Any idea? Caro(a) usuário(a), Como você foi atendido? Avalie a qualidade do atendimento. Chamado #<OTRS_TICKET_TicketNumber> - Por favor, nos ajude a melhorar nossos serviços, responda à pesquisa de satisfação disponível no link abaixo: http://centraldeservicos.tre-ba.jus.br/otrs/public.pl?Action=PublicSurvey;P… <OTRS_PublicSurveyKey> Sua opinião é muito importante! Equipe de Suporte -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

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Dashboard new collumn
by André Cavalcante 24 Apr '14

24 Apr '14

Hi there, During LDAP integration with OTRS, we have mapped CustomerIDs (OTRS) = department (LDAP), but it brings no value to the column I've added to the dashboard. Do I need to alter any .pm ou .dtl file? Dashboard shows only data related to the ticket. -- *André Luiz *

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