On Tue, Dec 1, 2009 at 6:16 PM, benjamin anamoah <choronflex4u@yahoo.com> wrote:

Dear Colleagues,

I must first and foremost give gratitiude to some members of the forum who has helped me with their contributions on my Auto Response issue in OTRS; Olivier Sallou, Marco Vaninni, Michael Mayaka, Alexander Halle and especially Michiel Beijen for bringing to me the mistakes i have commited whiles finding solutons to my problems.

There should be no excuses for not acting right towards the honourable members of the forum. But the little i can say is that, as i mostly inform the room that i'm new to the system i am thankful to all who has contributed to the issues i have had with the OTRS concerning the Auto Response and earlier issues on others aside auto response.

Now back to the OTRS Auto Response issue again! I have tried all the suggestions and contributions by the forum and from my personal researches and readings as well but i must confess that it is still not working.
I will be very grateful if a much detailed including maybe if possibles any changes in the system files as well so that the system can automatically send re-mails as soon as e-mails are sent from the OTRS Customer-interface back to the customer and give back information on the send mail. For example, "Mail recieved and will attend to you as soon as possible".
Marco Vaninni asked me if i can send mail to all. I can only select a queue at a time and send mail to that queue from both sides only.
Please I need help with much details from the scratch on the AUTO RESPONSE, thank you.

Benjamin writes.

--- On Thu, 11/12/09, otrs-request@otrs.org <otrs-request@otrs.org> wrote:

From: otrs-request@otrs.org <otrs-request@otrs.org>
Subject: otrs Digest, Vol 14, Issue 36
To: otrs@otrs.org
Date: Thursday, November 12, 2009, 2:00 AM

Send otrs mailing list submissions to
    otrs@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@otrs.org

You can reach the person managing the list at
    otrs-owner@otrs.org

When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."

Today's Topics:

   1. Help (Gabriel D?az)
   2. Re: Help (LQ Marshall)
   3. Personalizing Customer Interface and the OTRS Admin Handbook
Not too clear to understand (benjamin anamoah)
   4. Re: Remove Ticket ID from subject? (Nils Leideck - ITSM)
   5. Re: Inserting company logo on OTRS (Stephen Hall)

----------------------------------------------------------------------

Message: 1
Date: Wed, 11 Nov 2009 19:17:59 +0100
From: Gabriel D?az <gaby0806@gmail.com>
Subject: [otrs] Help
To: otrs@otrs.org
Message-ID:
    <929ddf700911111017l5875b38eq48f9e8544bfe4a21@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

Hello. I need help with the notification of OTRS.

When I create a incident, the mail with the notifications, is not sent.

In the log appear this problem:

Nov 11 19:02:57 soporte postfix/pickup[3686]: BBDD64837B: uid=33 from=<>
Nov 11 19:02:57 soporte postfix/cleanup[4471]: BBDD64837B:
message-id=<1257962577.571619.97190515@soporte.dsigne>
Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: from=<>, size=2094,
nrcpt=1 (queue active)
Nov 11 19:02:57 soporte postfix/smtp[4473]: warning: no MX host for
signe.eshas a valid address record
Nov 11 19:02:57 soporte postfix/smtp[4473]: BBDD64837B: to=<soporte@signe.es>,
relay=none, delay=0.01, delays=0.01/0/0/0, dsn=5.4.4, status=bounced (Host
or domain name not found. Name service error for
name=zmail2.signe.estype=A: Host not found)
Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: removed

Someone can i help me. Please.

Sorry but my english is not very good.

Thanks
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Message: 2
Date: Wed, 11 Nov 2009 13:29:44 -0500
From: "LQ Marshall" <qmarshall@inetspace.net>
Subject: Re: [otrs] Help
To: "'User questions and discussions about OTRS.'" <otrs@otrs.org>
Message-ID: <56338C1943D947B8885679CB6A4C6529@QNAL001>
Content-Type: text/plain; charset="us-ascii"

Nov 11 19:02:57 soporte postfix/smtp[4473]: warning: no MX host for
<http://signe.es/> signe.es has a valid address record
Nov 11 19:02:57 soporte postfix/smtp[4473]: BBDD64837B: to=<
<mailto:soporte@signe.es> soporte@signe.es>, relay=none, delay=0.01,
delays=0.01/0/0/0, dsn=5.4.4, status=bounced (Host or domain name not found.
Name service error for name= <http://zmail2.signe.es/> zmail2.signe.es
type=A: Host not found)

I seems that the SMTP server, zmail2.signe.es, that the OTRS system is
attempting to send email to does not exist (Host not Found). As your system
logged stated a few lines earlier there was no valid MX host for the domain.

When I look up MX records for signe.es I get a different response that you
have here. I'd look at your DNS settings and verify that they are
functioning correctly/accurately.

I would say my Spanish is worse than your English.

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Message: 3
Date: Wed, 11 Nov 2009 15:06:58 -0800 (PST)
From: benjamin anamoah <choronflex4u@yahoo.com>
Subject: [otrs] Personalizing Customer Interface and the OTRS Admin
    Handbook    Not too clear to understand
To: otrs@otrs.org
Message-ID: <137502.97745.qm@web111308.mail.gq1.yahoo.com>
Content-Type: text/plain; charset="us-ascii"

Dear Colleagues,

I am a new user of OTRS and i am really finding hard time understanding how the system works and customizing it to suite my firms need.
Firstly, i want to customize the Customer's Interface so that the customer can see my companies logo and if possible a very short note welcoming them whenever a customer uses it.

Secondly, i find it very difficult to understand the OTRS Admin book. It seems to just give briefs of the technical know-how rather than dwelling deep into how easy but understanding and and working admin book and will serve a useful purpose to new users like myself.
Please Help me out here. Thanks to you all.

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Message: 4
Date: Thu, 12 Nov 2009 00:28:21 +0100
From: Nils Leideck - ITSM <nils.leideck@leidex.net>
Subject: Re: [otrs] Remove Ticket ID from subject?
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID: <DDA5510A-738A-490D-B082-320BBCF375D5@leidex.net>
Content-Type: text/plain; charset="iso-8859-1"; Format="flowed";
    DelSp="yes"

you can search in references as well ...

Am 09.11.2009 um 13:59 schrieb Lu?s Gomes:

> Hey all, is it possible to don't display the ticket id on the e-
> mails subject?
> I've tried removing it but all replies will then open new tickets
> instead of beeing associated with the original ticket.
> Isn't it possible to define the ticket ID on a mail header or
> something?

Nils Leideck

--
Nils Leideck
Senior Consultant
nils.leideck@leidex.net

https://webint.cryptonode.de / a Fractal project

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Message: 5
Date: Thu, 12 Nov 2009 15:00:06 +0800
From: Stephen Hall <steve@tarkie.net>
Subject: Re: [otrs] Inserting company logo on OTRS
To: adelanda@inmagusa.com,     "User questions and discussions about
    OTRS." <otrs@otrs.org>
Message-ID:
    <51a40d3e0911112300j7e9bf50fp3a59cf330d935b6@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

/otrs-web/ is defined in the otrs2.conf file in your apache configuration,
for example:

# agent, admin and customer frontend
ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/"
Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/"

So, you would place the graphic in :

/opt/otrs/var/httpd/htdocs/images/Standard/

Regards

2009/11/12 Agustin de Landa Gil <adelanda@inmagusa.com>

> Thanks for the information.
>
>
>
> One more question, what if otrs-web directory doesn?t exist. I am using
> OTRS 2.4.4
>
>
>
> Agust?n.
>
>
>
> *De:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *En nombre de *Stephen
> Hall
> *Enviado el:* mi?rcoles, 11 de noviembre de 2009 0:31
> *Para:* User questions and discussions about OTRS.
> *Asunto:* Re: [otrs] Inserting company logo on OTRS
>
>
>
> This has been covered a number of times, but here goes:
>
> I assume you are wanting to add a company logo to the logon page of OTRS.
>
> This example quickly edits Login.dtl which is not the best way of doing
> this, the real way is to create a theme for your company, and then you wont
> loose it in an upgrade. However, this is quicker.
>
> If you want to add the logo to customers, etc, you'll need to edit their
> corresponding DTL files.
>
> Regards
> Company Logo
>
> Edit : /opt/otrs/Kernel/Output/HTML/Standard/Login.dtl
>
> Find the text below and add the IMG SRC line:
>
> <center>
>
> <p>
>
> </p>
>
> <img src="$Env{"Images"}/LOGONAME.gif">
>
> <p>
>
>   <form action="$Env{"CGIHandle"}" method="post" enctype="application/x-www-form-urlencoded" name="login">
>
>    <input type="hidden" name="Action" value="Login"/>
>
> All graphics should be placed in /otrs-web/images/Standard/
>
> Regards
>
> 2009/11/11 Namwoonde, Letty <namwoondel@telecom.na>
>
> Hi all
>
>
>
> May you please assist me with how to insert a company logo on OTRS, I have
> been struggling for sometimes now.
>
>
>
> Thanks
>
>
>
> Regards
>
>
>
> Letty N. Namwoonde
>
> Incorporated Engineer (in training)
>
> Network Planning and Implementation
>
> Tel: +264 61 201 2164
>
> Switch: +264 601008321
>
> Fax: +264 61 251 387
>
> Fax2Email: 088618571
>
> email: namwoondel@telecom.na <virginia.pohamba@nampower.com.na>
>
>
>
> [image: tn_signature]
>
> *"**Success lives within**.''*
>
>
>
>
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