Martin Edenhofer wrote: Hi,

Autoresponse: * Check if the emails to the user otrs appears in the OpenTRS system * Check if there is a autoresponse (auto reply) for this queue configured * Check /var/log/messages (OTRS-LOGs) * Check the /var/log/mail file (logfile of the MTA)

Tha emails get in and are put in the Raw Queue. This queue is configured for an automatic respond. There are no errors in the message file and therefore no entries in the maillog.

Notify mails (to the agents - new ticket/got follow up): * Only "custom queues" will get notifications * Check if the agent enabled notifications (AgentView::Preferences of AdminView::User) * If a new ticket is in a users "custom queue" but the user got no notification, check the /var/log/messages and /var/log/mail

Same procedure as above. I have the Raw queue in my "custom queue" list and notification enabled.

If you need more help (don't be shy), it would be nice to know:

a) Is the OpenTRS system able to receive email (means, emails appear in the OpenTRS system).

b) The MTA (Sendmail, Postfix, qmail, ...)

c) OS System

a) Yes. No Problem at all. The first configuration was only with a | to the Postmaster.pl and currently I have it running with Procmail to do some more sorting. b) Exim c) Debian Linux (of course) d) OTRS 0.5 BETA 5

Martin

have fun, bye!tom -- Tom Schroeder Systemadministrator _____________________________________________________________________ TILL.DE Internet Solutions fon 0531 . 39023921 Arlette S. Riediger fax 0531 . 39023929 Hamburger Str. 273a mailto: ts@till.de 38114 Braunschweig http://www.till.de

Hi Tom, On Mon, Jun 24, 2002 at 02:14:02PM +0200, Tom Schröder wrote:

...

Same procedure as above. I have the Raw queue in my "custom queue" list and notification enabled.

Ah... in order to say it with the dudes words: "New shit has come to light..."

I have switched the notifications to YES in my preferences. After I logged out and logged in again, these settings were switched to NO again.

Strange.

Ok. That's a bug in 0.5 Beta5 (http://bugs.otrs.org/show_bug.cgi?id=10). Use: mysql -uroot -p otrs

ALTER TABLE user_preferences DROP PRIMARY KEY; ALTER TABLE user_preferences ADD INDEX index_user_preferences_user_id (user_id);

To fix that.

bye!tom -- Tom Schroeder Systemadministrator

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.

Hi Tom, On Mon, Jun 24, 2002 at 02:38:50PM +0200, Tom Schröder wrote:

...

Ok. That's a bug in 0.5 Beta5 (http://bugs.otrs.org/show_bug.cgi?id=10).

Hmm... I should switch to BETA 6 but I don't know exactly a good way to upgrade my current installation. I can copy all the files in the directory and then upgrade the database and the Config.

Or is there another way to do a upgrade?!

I could also checkout from cvs... maybe this would be a better way to handle changes.

Any hints?

CVS is nice, but not always working. I think the easiest way is: - Rename (backup) the current installation (e. g. mv /opt/OpenTRS/ to /opt/OpenTRS-$DATE/) - Install the new release (e. g. into /opt/OpenTRS/) - Do database upgrade (e. g. cat /opt/OpenTRS/scripts/DBUpdate.mysql.sql | mysql -f -u root -p otrs) - Update the /opt/OpenTRS/Kernel/Config.pm (db settings, ...) If you run in trouble with the new release, you can switch back to the old installation.

bye!tom

Have a lot of fun. Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.