[otrs] otrs Digest, Vol 15, Issue 7

2 Dec 2009

      Hello Leonardo,

Thanks for the help you have given me. Infact i can see i am almost there but i still need some more explanation and/or clarification.
I am trying to do the configuration on my laptop before setting it up on a nectwork to be used by our clients.
I have therefore created account for one user of the system and also created customer-users who can log in from the Customer-interface on the same package which comes with the installation.
I used for example (kkoomson@otrs.org) for the customer users. I am using Microsoft Windows XP.

I have gone systematically as your directives says and i did not understand certain terms and some explanations that you used.
In the first paragraph you explained some core  issues which i do not know how to go about it.
Again, i want to find out this; i hope it is the Customer-User that sends a mail to the agents and the system automatically sends an auto reply back to the customer. If that is not the case, please elaborate for me. 
Last but not least, i will be very happy and much grateful if you can spread out what i need to do to set up the e-mail system because i am using the localhost but if i should use for eg (kkoomson@localhost), it does not work.
Please, i need further explanation because i am very new to the system and the blend of various plateforms and languages confuse me sometimes. Thank you.

Benjamin Anamoah. 

--- On Tue, 12/1/09, otrs-request@otrs.org  wrote:

From: otrs-request@otrs.org 
Subject: otrs Digest, Vol 15, Issue 7
To: otrs@otrs.org
Date: Tuesday, December 1, 2009, 6:44 PM

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Today's Topics:

   1. Re:  Appreciations & OTRS Auto Response (Leonardo Certuche)

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

Message: 1
Date: Tue, 1 Dec 2009 18:43:43 -0500
From: Leonardo Certuche 
Subject: Re: [otrs] Appreciations & OTRS Auto Response
To: "User questions and discussions about OTRS." 
Message-ID:
    <2d120a850912011543s5938367ere2e8ec4c775196ae@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

Hi,

First make sure that your box is sending emails to any domain. To make sure
(if you're on a *NIX box), try the following command:
mail -s "test mail" user@domain.com < file
where file is a text file that you have in the folder where you issue the
command. The content of that file will be the body of the message.

The only auto-response that I have working is using the auto-reply type and
it's sent every time a new ticket is created. In order to configure it, I
first went to /otrs/index.pl?Action=AdminSystemAddress and created an email
account for the from field. Then I went to /otrs/
index.pl?Action=AdminAutoResponse and created the new notification
specifying name, subject, body, choosing autoreply type and using the
systemaddress configured in the from field. Don't forget to set it to
"valid"

Then go to /otrs/index.pl?Action=AdminQueueAutoResponse and associate your
autoresponse to your desired queue. Then create a ticket in that queue, a
new message should be sent to your client. To make sure go to /otrs/
index.pl?Action=AdminLog you should find two entries similar to the
following:

Sent auto response (SendAutoReply) for Ticket [1000041] (TicketID=41,
ArticleID=314) to '"client" '.
Sent email to '"client" ' from 'HelpDesk <
helpesk@helpdesk.com>'. HistoryType => SendAutoReply, Subject =>
[Ticket#1000041] HelpDesk;

I hope it helps! Let us know how it goes ;)

Leonardo Certuche

On Tue, Dec 1, 2009 at 6:16 PM, benjamin anamoah 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 *wrote:
From: 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 http://mc/compose?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 http://mc/compose?to=otrs-request@otrs.org
You can reach the person managing the list at
     otrs-owner@otrs.org http://mc/compose?to=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 http://mc/compose?to=gaby0806@gmail.com
...
Subject: [otrs] Help
To: otrs@otrs.org http://mc/compose?to=otrs@otrs.org
Message-ID:
     <929ddf700911111017l5875b38eq48f9e8544bfe4a21@mail.gmail.comhttp://mc/compose?to=929ddf700911111017l5875b38eq48f9e8544bfe4a21@mail.gmail...
...
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.dsignehttp://mc/compose?to=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 http://mc/compose?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