customer can't see their ticket using the customer interface

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hidding freetext field using ACL ?

Rachid Zarouali

24 Apr 2009 24 Apr '09

3:55 p.m.

hy all, i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system. anyone have a clue ? Rachid

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Frans Stekelenburg

24 Apr 24 Apr

4:42 p.m.

New subject: customer can't see their ticket using the customer interface

Rachid, Is the user/customer part of a 'group' that entitled to see cases in the Queue the case ends up? Sounds like customer can't see the queue. In [Queue] config, check the group belonging to it. Then check [Customer Users <-> Groups] to see if the customer has access. Further more, when you open the case in OTRS, does the Customer account and e-mail show up on the right side of the screen? gr, Frans

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-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rachid Zarouali Sent: vrijdag 24 april 2009 17:56 To: otrs@otrs.org Subject: [otrs] customer can't see their ticket using the customer interface

hy all,

i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system.

anyone have a clue ?

Rachid --------------------------------------------------------------------- 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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Jeremy Adams

5:41 p.m.

New subject: customer can't see their ticket using the customer interface

By "redirected to ORTS" what do you mean? As I read your question it sounds like you have an email address, say helpme@domain.com that your customers send their support requests to. The request is then forwareded to another address that ORTS scrapes with its mail script. If this is true then I think the issue is how the mail is forwarded. Because, if the above is true, all the email comes to otrs from the same address, that address is the customer. For OTRS to associate a ticket with a customer from the automated email script, the email address in the from field MUST match what is in the customers record, otherwise the tkt is assocated with an user that doesnt exist, e.g. OTRS, sort of, makes a fake user with only one piece of info in its record, that being the email address. I had a similar problem where some of our users have email addresses like abc1234 and others are an alias. As our LDAP doesnt have the alias only the username, some messages come in to a user like j.adams or jadams but not jla3114. Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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Rachid Zarouali 04/24/09 10:55 AM >>> hy all,

i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system. anyone have a clue ? Rachid --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

Frans Stekelenburg

6:35 p.m.

New subject: customer can't see their ticket using thecustomer interface

Perhaps handy to turn this on, to have a (plain) option appearing after the article headers, to display the full headers of the e-mail/message: Ticket -> Frontend::Agent::Ticket::ViewZoom Ticket::Frontend::PlainView: YES (default: No) Show also in ZoomView the plain link for emails in article tree. Now we are there anyway, for who really cares, another option that is off by default, but so neat: Ticket::ZoomTimeDisplay: Displays the accounted time for an article in the ticket zoom view. gr, Frans

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-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jeremy Adams Sent: vrijdag 24 april 2009 19:41 To: otrs@otrs.org Subject: Re: [otrs] customer can't see their ticket using thecustomer interface

By "redirected to ORTS" what do you mean?

As I read your question it sounds like you have an email address, say helpme@domain.com that your customers send their support requests to. The request is then forwareded to another address that ORTS scrapes with its mail script.

If this is true then I think the issue is how the mail is forwarded. Because, if the above is true, all the email comes to otrs from the same address, that address is the customer. For OTRS to associate a ticket with a customer from the automated email script, the email address in the from field MUST match what is in the customers record, otherwise the tkt is assocated with an user that doesnt exist, e.g. OTRS, sort of, makes a fake user with only one piece of info in its record, that being the email address.

I had a similar problem where some of our users have email addresses like abc1234 and others are an alias. As our LDAP doesnt have the alias only the username, some messages come in to a user like j.adams or jadams but not jla3114.

Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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Rachid Zarouali 04/24/09 10:55 AM >>> hy all,

i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system.

anyone have a clue ?

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Rachid Zarouali

7:32 p.m.

New subject: customer can't see their ticket using the customer interface

OK maybe i've misspelled, here is my case let say that my adress is : My Email i send an email to the OTRS system which respond at : my.otrs@domain.com my email from : My Email is put in mycompany queue. my issue is , when i try to log using the customer interface using login : my.email@domain.com pass: mypasswd i can't see my ticket in there :( the ticket seems to be associated with the right email because when i use the agent interface, i can zoom on my tickets and see all tickets linked to the customer : my.email@domain.com i can also use the search interface and search for the customer : my.email@domain.com and it gives me the list of all tickets associated with this email . am i clearer? :-) Rachid On Fri, Apr 24, 2009 at 12:41:24PM -0500, Jeremy Adams wrote:

...

By "redirected to ORTS" what do you mean?

As I read your question it sounds like you have an email address, say helpme@domain.com that your customers send their support requests to. The request is then forwareded to another address that ORTS scrapes with its mail script.

If this is true then I think the issue is how the mail is forwarded. Because, if the above is true, all the email comes to otrs from the same address, that address is the customer. For OTRS to associate a ticket with a customer from the automated email script, the email address in the from field MUST match what is in the customers record, otherwise the tkt is assocated with an user that doesnt exist, e.g. OTRS, sort of, makes a fake user with only one piece of info in its record, that being the email address.

I had a similar problem where some of our users have email addresses like abc1234 and others are an alias. As our LDAP doesnt have the alias only the username, some messages come in to a user like j.adams or jadams but not jla3114.

Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

...
...
...
Rachid Zarouali 04/24/09 10:55 AM >>> hy all,

i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system.

anyone have a clue ?

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Marco Vannini

8:31 p.m.

New subject: customer can't see their ticket using the customer interface

In my cases I had to set X-OTRS-CustomerNo in the filters On Fri, Apr 24, 2009 at 9:32 PM, Rachid Zarouali wrote:

...

OK maybe i've misspelled, here is my case

let say that my adress is : My Email i send an email to the OTRS system which respond at : my.otrs@domain.com my email from : My Email is put in mycompany queue.

my issue is , when i try to log using the customer interface using login : my.email@domain.com pass: mypasswd

i can't see my ticket in there :(

the ticket seems to be associated with the right email because when i use the agent interface, i can zoom on my tickets and see all tickets linked to the customer : my.email@domain.com

i can also use the search interface and search for the customer : my.email@domain.com and it gives me the list of all tickets associated with this email .

am i clearer? :-) Rachid On Fri, Apr 24, 2009 at 12:41:24PM -0500, Jeremy Adams wrote:

...
By "redirected to ORTS" what do you mean?

As I read your question it sounds like you have an email address, say helpme@domain.com that your customers send their support requests to. The request is then forwareded to another address that ORTS scrapes with its mail script.

If this is true then I think the issue is how the mail is forwarded. Because, if the above is true, all the email comes to otrs from the same address, that address is the customer. For OTRS to associate a ticket with a customer from the automated email script, the email address in the from field MUST match what is in the customers record, otherwise the tkt is assocated with an user that doesnt exist, e.g. OTRS, sort of, makes a fake user with only one piece of info in its record, that being the email address.

I had a similar problem where some of our users have email addresses like abc1234 and others are an alias. As our LDAP doesnt have the alias only the username, some messages come in to a user like j.adams or jadams but not jla3114.

Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

...
...
...
Rachid Zarouali 04/24/09 10:55 AM >>> hy all,

i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system.

anyone have a clue ?

Rachid --------------------------------------------------------------------- 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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Rachid Zarouali

9:10 p.m.

New subject: customer can't see their ticket using the customer interface

Can you explain how you did this please ? :) Rachid On Fri, Apr 24, 2009 at 10:31:44PM +0200, Marco Vannini wrote:

...

In my cases I had to set X-OTRS-CustomerNo in the filters

On Fri, Apr 24, 2009 at 9:32 PM, Rachid Zarouali wrote:

...
OK maybe i've misspelled, here is my case

let say that my adress is : My Email i send an email to the OTRS system which respond at : my.otrs@domain.com my email from : My Email is put in mycompany queue.

my issue is , when i try to log using the customer interface using login : my.email@domain.com pass: mypasswd

i can't see my ticket in there :(

the ticket seems to be associated with the right email because when i use the agent interface, i can zoom on my tickets and see all tickets linked to the customer : my.email@domain.com

i can also use the search interface and search for the customer : my.email@domain.com and it gives me the list of all tickets associated with this email .

am i clearer? :-) Rachid On Fri, Apr 24, 2009 at 12:41:24PM -0500, Jeremy Adams wrote:

...
By "redirected to ORTS" what do you mean?

As I read your question it sounds like you have an email address, say helpme@domain.com that your customers send their support requests to. The request is then forwareded to another address that ORTS scrapes with its mail script.

If this is true then I think the issue is how the mail is forwarded. Because, if the above is true, all the email comes to otrs from the same address, that address is the customer. For OTRS to associate a ticket with a customer from the automated email script, the email address in the from field MUST match what is in the customers record, otherwise the tkt is assocated with an user that doesnt exist, e.g. OTRS, sort of, makes a fake user with only one piece of info in its record, that being the email address.

I had a similar problem where some of our users have email addresses like abc1234 and others are an alias. As our LDAP doesnt have the alias only the username, some messages come in to a user like j.adams or jadams but not jla3114.

Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

...
...
...
Rachid Zarouali 04/24/09 10:55 AM >>> hy all,

i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system.

anyone have a clue ?

Rachid --------------------------------------------------------------------- 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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Frans Stekelenburg

9:14 p.m.

New subject: customer can't see their ticket using thecustomer interface

Did you get my previous post? Did you check the queue<->group<-->user? Really interested to know for the ticket: - What CustomerID is shown in right-side column - Does it show Customer Info, and what fields? Does it show Username AND Email? - Ticket status Are you running Linux/Unix? Are there any error messages either in the Apache error_log, or otrs syslog file? Check the permissions on the directories/files, sometimes if http server can not write temporary or cahce files strange things happen. Usage: SetPermissions.sh [OTRS_GROUP] [WEB_GROUP]" Kind regards, Frans Stekelenburg NetDialog Service Center +31 30 789 3636 www.netdialog.eu

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-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rachid Zarouali Sent: vrijdag 24 april 2009 21:33 To: User questions and discussions about OTRS. Subject: Re: [otrs] customer can't see their ticket using thecustomer interface

OK maybe i've misspelled, here is my case

let say that my adress is : My Email i send an email to the OTRS system which respond at : my.otrs@domain.com my email from : My Email is put in mycompany queue.

my issue is , when i try to log using the customer interface using login : my.email@domain.com pass: mypasswd

i can't see my ticket in there :(

the ticket seems to be associated with the right email because when i use the agent interface, i can zoom on my tickets and see all tickets linked to the customer : my.email@domain.com

i can also use the search interface and search for the customer : my.email@domain.com and it gives me the list of all tickets associated with this email .

am i clearer? :-) Rachid On Fri, Apr 24, 2009 at 12:41:24PM -0500, Jeremy Adams wrote:

...
By "redirected to ORTS" what do you mean?

As I read your question it sounds like you have an email address, say helpme@domain.com that your customers send their support requests to. The request is then forwareded to another address that ORTS scrapes with its mail script.

If this is true then I think the issue is how the mail is forwarded. Because, if the above is true, all the email comes to otrs from the same address, that address is the customer. For OTRS to associate a ticket with a customer from the automated email script, the email address in the from field MUST match what is in the customers record, otherwise the tkt is assocated with an user that doesnt exist, e.g. OTRS, sort of, makes a fake user with only one piece of info in its record, that being the email address.

I had a similar problem where some of our users have email addresses like abc1234 and others are an alias. As our LDAP doesnt have the alias only the username, some messages come in to a user like j.adams or jadams but not jla3114.

Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

...
...
...
Rachid Zarouali 04/24/09 10:55 AM >>> hy all,

i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system.

anyone have a clue ?

Rachid

...

...
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...

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Lucio de Aquino Marinho

11:36 p.m.

New subject: Error in otrs 2.4

Hello for all I got some errors when i tryed to install the 2.4 otrs version --> in the browser Software error: Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229. --> in the log tail -f servicedeskhml-error.log [Fri Apr 24 20:03:10 2009] [error] [client xxxx] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:03:10 2009 [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client 1xxx] Message: Can't remove shm for log: Operation not permitted [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client xxx] Traceback (2641): [Fri Apr 24 20:03:10 2009] [error] [client xxx] Module: Kernel::System::Log::CleanUp (v1.59) Line: 253 [Fri Apr 24 20:03:10 2009] [error] [client xxxx] Module: Kernel::System::Log::new (v1.59) Line: 104 [Fri Apr 24 20:03:10 2009] [error] [client 1xxx] Module: /opt/otrs-2.4/bin/cgi-bin/installer.pl (v1.29) Line: 52 [Fri Apr 24 20:03:10 2009] [error] [client xx] [Fri Apr 24 20:03:10 2009] [error] [client xxxx] [Fri Apr 24 20:03:10 2009] installer.pl: Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229. [Fri Apr 24 20:06:50 2009] [error] [client xxx] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:06:50 2009 Anybody see some messages like this Thanks for all

Renee Bäcker

25 Apr 25 Apr

7:57 a.m.

New subject: Error in otrs 2.4

Hi! Have you filed a bugreport at http://bugs.otrs.org/ ? I think the developers would be happy to get those bugreports... - Renee Lucio de Aquino Marinho schrieb:

...

Hello for all

I got some errors when i tryed to install the 2.4 otrs version

--> in the browser

Software error:

Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229.

--> in the log

tail -f servicedeskhml-error.log [Fri Apr 24 20:03:10 2009] [error] [client xxxx] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:03:10 2009 [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client 1xxx] Message: Can't remove shm for log: Operation not permitted [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client xxx] Traceback (2641): [Fri Apr 24 20:03:10 2009] [error] [client xxx] Module: Kernel::System::Log::CleanUp (v1.59) Line: 253 [Fri Apr 24 20:03:10 2009] [error] [client xxxx] Module: Kernel::System::Log::new (v1.59) Line: 104 [Fri Apr 24 20:03:10 2009] [error] [client 1xxx] Module: /opt/otrs-2.4/bin/cgi-bin/installer.pl (v1.29) Line: 52 [Fri Apr 24 20:03:10 2009] [error] [client xx] [Fri Apr 24 20:03:10 2009] [error] [client xxxx] [Fri Apr 24 20:03:10 2009] installer.pl: Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229. [Fri Apr 24 20:06:50 2009] [error] [client xxx] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:06:50 2009

Anybody see some messages like this

Thanks for all

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-- Perl-Magazin: http://perl-magazin.de Perl-Nachrichten: http://perl-nachrichten.de

Frans Stekelenburg

11:01 a.m.

New subject: Error in otrs 2.4

Definitely. You may also want to check if you have the right user (rights) used, for OTRS, and webserver. This sounds like a permission problem using the shared memory functionon your linux system. [root@otrs ~]# ipcs -m ------ Shared Memory Segments -------- key shmid owner perms bytes nattch status 0x02a62383 0 otrs 777 1 0 0x02a6231f 32769 otrs 777 4096 0 Gr, Frans

...

Hi!

Have you filed a bugreport at http://bugs.otrs.org/ ? I think the developers would be happy to get those bugreports...

- Renee

...

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2009] [error] [client 1xxx] Message: Can't remove shm for log: Operation not permitted

Frans Stekelenburg

3:48 p.m.

New subject: Error in otrs 2.4

Lucido, Probably there should be added a cleaning up of shared memory in code. I experienced the exact same thing in my test VM instance running Fedora release 7 (Moonshine). You can fix this either by a reboot, or by removing still allocated shared memory. If you log in to your server (assuming linux), as root, run 'ipcs' and you will see still sh mem of otrs: # ipcs ------ Shared Memory Segments -------- key shmid owner perms bytes nattch status 0x02a62383 0 otrs 777 1 0 0x02a6231f 32769 otrs 777 4096 0 ------ Semaphore Arrays -------- key semid owner perms nsems 0x00000000 163840 apache 600 1 0x00000000 196609 apache 600 1 0x00000000 229378 apache 600 1 ------ Message Queues -------- key msqid owner perms used-bytes messages The ones of owner 'otrs' can be removed when you are sure apache and otrs is not running. # ipcrm -m 0 # ipcrm -m 32769 I started mysqld, httpd, and otrs services after this and got the good ol' login screen. gr, Frans From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lucio de Aquino Marinho Sent: zaterdag 25 april 2009 01:37 To: User questions and discussions about OTRS. Subject: [otrs] Error in otrs 2.4 Hello for all I got some errors when i tryed to install the 2.4 otrs version --> in the browser Software error: Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229. --> in the log tail -f servicedeskhml-error.log [Fri Apr 24 20:03:10 2009] [error] [client xxxx] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:03:10 2009 [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client 1xxx] Message: Can't remove shm for log: Operation not permitted [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client xxx] Traceback (2641): [Fri Apr 24 20:03:10 2009] [error] [client xxx] Module: Kernel::System::Log::CleanUp (v1.59) Line: 253 [Fri Apr 24 20:03:10 2009] [error] [client xxxx] Module: Kernel::System::Log::new (v1.59) Line: 104 [Fri Apr 24 20:03:10 2009] [error] [client 1xxx] Module: /opt/otrs-2.4/bin/cgi-bin/installer.pl (v1.29) Line: 52 [Fri Apr 24 20:03:10 2009] [error] [client xx] [Fri Apr 24 20:03:10 2009] [error] [client xxxx] [Fri Apr 24 20:03:10 2009] installer.pl: Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229. [Fri Apr 24 20:06:50 2009] [error] [client xxx] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:06:50 2009 Anybody see some messages like this Thanks for all

Rachid Zarouali

26 Apr 26 Apr

9:24 p.m.

New subject: customer can't see their ticket using thecustomer interface

Thanks to all of you, Frans you were Right, que<->group<->user hasn't been set correctly, i've made a test with one of my user and it seems to be working perfectly. what i've done is : in [ Customer Users <-> Groups Management ] i've choosen the group my queue belongs to and set all my customers to have rw rights. if i'm correct, customer can only see their own tickets and having rw rights then also can answer using the customer interface, am i right ? Rachid On Fri, Apr 24, 2009 at 11:14:35PM +0200, Frans Stekelenburg wrote:

...

Did you get my previous post? Did you check the queue<->group<-->user?

Really interested to know for the ticket: - What CustomerID is shown in right-side column - Does it show Customer Info, and what fields? Does it show Username AND Email? - Ticket status

Are you running Linux/Unix? Are there any error messages either in the Apache error_log, or otrs syslog file? Check the permissions on the directories/files, sometimes if http server can not write temporary or cahce files strange things happen. Usage: SetPermissions.sh [OTRS_GROUP] [WEB_GROUP]"

Kind regards,

Frans Stekelenburg NetDialog Service Center

+31 30 789 3636 www.netdialog.eu

...
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rachid Zarouali Sent: vrijdag 24 april 2009 21:33 To: User questions and discussions about OTRS. Subject: Re: [otrs] customer can't see their ticket using thecustomer interface

OK maybe i've misspelled, here is my case

let say that my adress is : My Email i send an email to the OTRS system which respond at : my.otrs@domain.com my email from : My Email is put in mycompany queue.

my issue is , when i try to log using the customer interface using login : my.email@domain.com pass: mypasswd

i can't see my ticket in there :(

the ticket seems to be associated with the right email because when i use the agent interface, i can zoom on my tickets and see all tickets linked to the customer : my.email@domain.com

i can also use the search interface and search for the customer : my.email@domain.com and it gives me the list of all tickets associated with this email .

am i clearer? :-) Rachid On Fri, Apr 24, 2009 at 12:41:24PM -0500, Jeremy Adams wrote:

...
By "redirected to ORTS" what do you mean?

As I read your question it sounds like you have an email address, say helpme@domain.com that your customers send their support requests to. The request is then forwareded to another address that ORTS scrapes with its mail script.

If this is true then I think the issue is how the mail is forwarded. Because, if the above is true, all the email comes to otrs from the same address, that address is the customer. For OTRS to associate a ticket with a customer from the automated email script, the email address in the from field MUST match what is in the customers record, otherwise the tkt is assocated with an user that doesnt exist, e.g. OTRS, sort of, makes a fake user with only one piece of info in its record, that being the email address.

I had a similar problem where some of our users have email addresses like abc1234 and others are an alias. As our LDAP doesnt have the alias only the username, some messages come in to a user like j.adams or jadams but not jla3114.

Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

...
...
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Rachid Zarouali 04/24/09 10:55 AM >>> hy all,

i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system.

anyone have a clue ?

Rachid

...
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Frans Stekelenburg

27 Apr 27 Apr

8:32 a.m.

New subject: customer can't see their ticket usingthecustomer interface

Great Rachid, glad that it works now. Yes, it is works as you described. gr, Frans

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rachid Zarouali Sent: zondag 26 april 2009 23:24 To: User questions and discussions about OTRS. Subject: Re: [otrs] customer can't see their ticket usingthecustomer interface

Thanks to all of you, Frans you were Right, que<->group<->user hasn't been set correctly, i've made a test with one of my user and it seems to be working perfectly.

what i've done is : in [ Customer Users <-> Groups Management ] i've choosen the group my queue belongs to and set all my customers to have rw rights.

if i'm correct, customer can only see their own tickets and having rw rights then also can answer using the customer interface,

am i right ?

Rachid

On Fri, Apr 24, 2009 at 11:14:35PM +0200, Frans Stekelenburg wrote:

...
Did you get my previous post? Did you check the queue<->group<-- user?

Really interested to know for the ticket: - What CustomerID is shown in right-side column - Does it show Customer Info, and what fields? Does it show Username AND Email? - Ticket status

Are you running Linux/Unix? Are there any error messages either in the Apache error_log, or otrs syslog file? Check the permissions on the directories/files, sometimes if http server can not write temporary or cahce files strange things happen. Usage: SetPermissions.sh [OTRS_GROUP] [WEB_GROUP]"

Kind regards,

Frans Stekelenburg NetDialog Service Center

+31 30 789 3636 www.netdialog.eu

...
-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Rachid Zarouali Sent: vrijdag 24 april 2009 21:33 To: User questions and discussions about OTRS. Subject: Re: [otrs] customer can't see their ticket using thecustomer interface

OK maybe i've misspelled, here is my case

let say that my adress is : My Email i send an email to the OTRS system which respond at : my.otrs@domain.com my email from : My Email is put in mycompany queue.

my issue is , when i try to log using the customer interface using login : my.email@domain.com pass: mypasswd

i can't see my ticket in there :(

the ticket seems to be associated with the right email because when i use the agent interface, i can zoom on my tickets and see all tickets linked to the customer : my.email@domain.com

i can also use the search interface and search for the customer : my.email@domain.com and it gives me the list of all tickets associated with this email .

am i clearer? :-) Rachid On Fri, Apr 24, 2009 at 12:41:24PM -0500, Jeremy Adams wrote:

...
By "redirected to ORTS" what do you mean?

As I read your question it sounds like you have an email address, say helpme@domain.com that your customers send their support requests to. The request is then forwareded to another address that ORTS scrapes with its mail script.

If this is true then I think the issue is how the mail is forwarded. Because, if the above is true, all the email comes to otrs from the same address, that address is the customer. For OTRS to associate a ticket with a customer from the automated email script, the email address in the from field MUST match what is in the customers record, otherwise the tkt is assocated with an user that doesnt exist, e.g. OTRS, sort of, makes a fake user with only one piece of info in its record, that being the email address.

I had a similar problem where some of our users have email addresses like abc1234 and others are an alias. As our LDAP doesnt have the alias only the username, some messages come in to a user like j.adams or jadams but not jla3114.

Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

...
...
> Rachid Zarouali 04/24/09 10:55 AM

hy all,

i have a strange issue on OTRS, let me explain, i have customers which send email to an adress which is redirected to otrs. i can see the email in the OTRS agent interface the from in the email address is the same of the customer account but when i try to log on the customer interface with the username and password of the customer , i can't see tickets that have been created when he sends email to the OTRS system.

anyone have a clue ?

Rachid

...

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participants (6)

Frans Stekelenburg
Jeremy Adams
Lucio de Aquino Marinho
Marco Vannini
Rachid Zarouali
Renee Bäcker