In this case the user will receive a email, right? Is there any way to the user to login and then read The reason I closed the ticket? Bets Regards, 2008/6/4 Ali, Mustaqil M :

Reply to the ticket as per usual and set the next state to be "closed successful".

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Daniel Castro *Sent:* 04 June 2008 20:24 *To:* otrs *Subject:* [otrs] Otrs Newbie question

Hi,

I started to use OTR and i am really liking it. I want to know to to configure otrs to send in the Customer::StateUpdate the text I typed when I closed the ticket. This is important to show the user why I closed the Ticket. Or there is a better way to do it?

Best Regards,

-- Daniel Castro - דניאל Home Page : www.danielti.com.br MSN: danielti@gmail.com Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria

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-- Daniel Castro - דניאל Home Page : www.danielti.com.br MSN: danielti@gmail.com Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria

Yes, he is saying use (one of) the "Compose Answer" link(s) which will send the user an email. Type the reason you are closing the ticket in this email, then in the drop down list for "next ticket state", set it to "closed successful" or whatever you're doing. You can even make that the default setting if you go tweak Frontend::Agent::Ticket::ViewCompose in the "Ticket" group in sysconfig. The user will also be able to log in to the customer web interface and see what you emailed them. This is the way we normally close our tickets but there are exceptions as in those problems you get hit with in the hallway that you already have fixed before you even enter a ticket. We have our queues set up to NOT send the users emails for state changes of their tickets then the users won't get 2 emails regarding the closing of their ticket (our composed answer plus the one from the system advising of the status change) AND it gives us the option of using the "Close" link as a way to close tickets without bothering those users that we've already fixed up and sent on their merry way. As long as we make the "note" we add when using "Close" an external note, the users can still log in to the web interface and see what the resolution was if they're ever interested. Brett Davis ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Daniel Castro Sent: Thursday, June 05, 2008 07:43 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Otrs Newbie question In this case the user will receive a email, right? Is there any way to the user to login and then read The reason I closed the ticket? Bets Regards, 2008/6/4 Ali, Mustaqil M mailto:muz@last.fm>: Reply to the ticket as per usual and set the next state to be "closed successful". From: otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.orgmailto:otrs-bounces@otrs.org] On Behalf Of Daniel Castro Sent: 04 June 2008 20:24 To: otrs Subject: [otrs] Otrs Newbie question Hi, I started to use OTR and i am really liking it. I want to know to to configure otrs to send in the Customer::StateUpdate the text I typed when I closed the ticket. This is important to show the user why I closed the Ticket. Or there is a better way to do it? Best Regards, -- Daniel Castro - דניאל Home Page : www.danielti.com.brhttp://www.danielti.com.br MSN: danielti@gmail.commailto:danielti@gmail.com Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria _______________________________________________ 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 Support or consulting for your OTRS system? => http://www.otrs.com/ -- Daniel Castro - דניאל Home Page : www.danielti.com.brhttp://www.danielti.com.br MSN: danielti@gmail.commailto:danielti@gmail.com Skype: danielti2005 ICQ : 316727989 Jabber: danielti Linux User: 387864 AOL User: Danielti2005 Sola Scriptura, Sola Gratia, Sola Fide, Solus Christus, Soli Deo Gloria Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system.

Well, to be able to ping a server doesn't mean that the POP service is up or the POP port is still open... Why don't you try to do a telnet 10.100.3.12 110 and see what's happen? Ciao, d. ________________________________ Da: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Per conto di Tina Kerr Inviato: giovedì 5 giugno 2008 17.48 A: User questions and discussions about OTRS.org Oggetto: [otrs] ERROR: OTRS-PM3-10 Perl - Message: Can't connect to<mailserver> For some odd reason, my mailer is not working properly. Nothing has changed but when I try to test the PostMasterPOP3.pl manually, I get the following message, although I am able to ping the mail server. HELP! [root@srvotrs bin]# ./PostMasterPOP3.pl ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Thu Jun 5 10:40:26 2008 Message: Can't connect to srvemail1.calpont.com Traceback (6080): Module: main::FetchMail (v1.25) Line: 152 Module: ./PostMasterPOP3.pl (v1.25) Line: 125 [root@srvotrs bin]# ping srvemail1.calpont.com PING srvemail1.calpont.com (10.100.3.12) 56(84) bytes of data. 64 bytes from srvemail1.calpont.com (10.100.3.12): icmp_seq=1 ttl=128 time=1.30 ms Powered by OTRS 2.2.4 http://otrs.org/ Tina Kerr Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system.

Thanks, Brett and Daniele! I got the POP3 server working again. But things are only working ½ ways. One thing to note: I have customercare@calpont.com forwarded to my personal email, tkerr. If I enter a ticket externally, outside of OTRS, an auto-response is sent and the message is forwarded to tkerr appropriately. However, if I enter a ticket internally, via OTRS, an auto-response is sent, BUT the message does not get forwarded to tkerr... it used to. Also, neither ticket shows up under New messages(0) with in OTRS. The ticket does appear in my queue, but not in my New messages. Thanks in advance for your help! Tina Kerr ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Brett Davis Sent: Thursday, June 05, 2008 11:15 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] ERROR: OTRS-PM3-10 Perl - Message: Can't connectto <mailserver> Hey Tina, Do you get anything back if you telnet to port 110 of the server (telnet srvemail1.calpont.com 110) ? Pinging it only means you have a network path to the host and the IP stack is up and running on that host. I don't know if this is your primary mail server or not but you should also make sure there's actually a process listening for POP3 requests on the server too. Telnetting to port 110 will tell you that. I would do it from your OTRS server as well as another host somewhere else on your network. You'd be surprised how much might have changed in an environment/network where "nothing has changed". ;-) If you want to play, you can even log in and check messages (provided your mail server allows telnet sessions, some have a setting to disable manual interactive telnet sessions), type: user <USERNAME> pass <PASSWORD> You should get back +OK responses with the one after entering your password telling you how many messages are waiting for you. You can even view them by typing: retr <#> Delete messages: dele <#> Where # is a message number 1, 2, 3, 4, etc. Close connection: quit or the standard <CTRL> ] to disconnect a telnet session works too. This is basically all any POP3 client does, OTRS included I'd imagine. I'm no programmer but that section of PostMasterPOP3.pl (around line 125) is dealing with not only host name but also user credentials so make sure your user name is still valid and/or not disabled on your mail server too. Telnetting to the mail server and actually typing the commands should help shed light on that as well. Brett Davis ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Tina Kerr Sent: Thursday, June 05, 2008 09:48 To: User questions and discussions about OTRS.org Subject: [otrs] ERROR: OTRS-PM3-10 Perl - Message: Can't connect to <mailserver> For some odd reason, my mailer is not working properly. Nothing has changed but when I try to test the PostMasterPOP3.pl manually, I get the following message, although I am able to ping the mail server. HELP! [root@srvotrs bin]# ./PostMasterPOP3.pl ERROR: OTRS-PM3-10 Perl: 5.8.8 OS: linux Time: Thu Jun 5 10:40:26 2008 Message: Can't connect to srvemail1.calpont.com Traceback (6080): Module: main::FetchMail (v1.25) Line: 152 Module: ./PostMasterPOP3.pl (v1.25) Line: 125 [root@srvotrs bin]# ping srvemail1.calpont.com PING srvemail1.calpont.com (10.100.3.12) 56(84) bytes of data. 64 bytes from srvemail1.calpont.com (10.100.3.12): icmp_seq=1 ttl=128 time=1.30 ms Powered by OTRS 2.2.4 http://otrs.org/ Tina Kerr Dynojet Research, Inc. - Confidentiality notice: This email message and any attachments are intended only for the person or entity to which it is addressed and may contain confidential, proprietary and/or privileged information. Any review, distribution, reliance on, or otherwise use of this information by persons or entities other than the intended recipients is prohibited. If you received this message in error, please immediately notify the sender and delete it and all copies of it in your system.