OTRS 2.4.7 IMAP issues

Siva Prasad

29 May 2010 29 May '10

11:36 a.m.

Hi All, I'm into an issue with OTRS 2.4.7, I had configured my POP3 account in OTRS Postmaster as IMAP and when OTRS fetches the emails the emails are getting download locally and the mail is getting deleted from the inbox ...is this a bug IN OTRS or I need to change some settings[I havent found any setting to overcome this issue] Thanks Siva Prasad

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Marco Vannini

29 May 29 May

11:56 a.m.

Hi Siva, removing mail after that they have being fetched could not be considered a bug... it's a safe matter otherwise tickets might be recreated .

Siva Prasad

2:21 p.m.

Whats my issue is I want the emails to be in my inbox even after creating a ticket. Suppose take outlook or any email client the emails will be in outlook but the copy is retained on the server. If the mail is being deleted from server then theres no point in creating to protocols for IMAP/POP as both are performing the same. On Sat, May 29, 2010 at 5:26 PM, Marco Vannini wrote:

...

Hi Siva, removing mail after that they have being fetched could not be considered a bug... it's a safe matter otherwise tickets might be recreated .

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Siva Prasad

2:22 p.m.

May be i'm not clear in my previous emails...I'm using IMAP for post master A/c On Sat, May 29, 2010 at 7:51 PM, Siva Prasad wrote:

...

Whats my issue is I want the emails to be in my inbox even after creating a ticket.

Suppose take outlook or any email client the emails will be in outlook but the copy is retained on the server.

If the mail is being deleted from server then theres no point in creating to protocols for IMAP/POP as both are performing the same.

On Sat, May 29, 2010 at 5:26 PM, Marco Vannini wrote:

...
Hi Siva, removing mail after that they have being fetched could not be considered a bug... it's a safe matter otherwise tickets might be recreated .

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Ryan Trinder

8:24 p.m.

I experienced this same situation. To clear this up a bit - I was using two clients, 1) Thunderbird 2) Webmail through OTRS Once I configured Webmail through OTRS, my E-mails were being removed from my inbox on Thunderbird. Was bizarre at the time, so I removed my credentials from OTRS for webmail and my e-mails stayed put. I was configured for IMAPS. Is this what you experienced? On 5/29/2010 9:22 AM, Siva Prasad wrote:

...

May be i'm not clear in my previous emails...I'm using IMAP for post master A/c

On Sat, May 29, 2010 at 7:51 PM, Siva Prasad mailto:sivaprasad@evergent.com> wrote:

Whats my issue is I want the emails to be in my inbox even after creating a ticket.

Suppose take outlook or any email client the emails will be in outlook but the copy is retained on the server.

If the mail is being deleted from server then theres no point in creating to protocols for IMAP/POP as both are performing the same.

On Sat, May 29, 2010 at 5:26 PM, Marco Vannini mailto:marco.vannini@gmail.com> wrote:

Hi Siva, removing mail after that they have being fetched could not be considered a bug... it's a safe matter otherwise tickets might be recreated .

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Siva Prasad

31 May 31 May

11:18 a.m.

I'm experiencing the same issue with Both IMAP/IMAPs. After configuring my [ PostMaster Mail Accounthttp://localhost/otrs/index.pl?Action=AdminMailAccount] as IMAP/IMAPS my emails are getting downloaded to OTRS. I believe this as a bug as the IMAP protocol only downloads Headers from inbox and not the entire email.or I may have missed out some setting But in My case the OTRS the entire mail is downloaded into OTRS. Thanks Siva Prasad On Sat, May 29, 2010 at 1:24 PM, Ryan Trinder wrote:

...

I experienced this same situation. To clear this up a bit - I was using two clients, 1) Thunderbird 2) Webmail through OTRS

Once I configured Webmail through OTRS, my E-mails were being removed from my inbox on Thunderbird. Was bizarre at the time, so I removed my credentials from OTRS for webmail and my e-mails stayed put. I was configured for IMAPS.

Is this what you experienced?

On 5/29/2010 9:22 AM, Siva Prasad wrote:

May be i'm not clear in my previous emails...I'm using IMAP for post master A/c

On Sat, May 29, 2010 at 7:51 PM, Siva Prasad wrote:

...
Whats my issue is I want the emails to be in my inbox even after creating a ticket.

Suppose take outlook or any email client the emails will be in outlook but the copy is retained on the server.

If the mail is being deleted from server then theres no point in creating to protocols for IMAP/POP as both are performing the same.

On Sat, May 29, 2010 at 5:26 PM, Marco Vannini wrote:

...
Hi Siva, removing mail after that they have being fetched could not be considered a bug... it's a safe matter otherwise tickets might be recreated .

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Marius Vaitiekunas

11:47 a.m.

Hi, I think it is a way how otrs works. Protocols does not matter. Otrs makes transfer via pop3 or imap (it is just different way to get message from a server) and deletes a message. If it can not delete a message, next cron job transfer it again and create a ticket.. And next time again the same message and ticket.. I was working on this couple hours while understood that. So, otrs system has to delete transfered mesages. Another question. Do You know how to look closed tickets info in a history? Can I reopen tickets? I can not find that anywhere. It is very important feature. Sorry for mistakes. On Mon, May 31, 2010 at 2:18 PM, Siva Prasad wrote:

...

I'm experiencing the same issue with Both IMAP/IMAPs.

After configuring my [ PostMaster Mail Accounthttp://localhost/otrs/index.pl?Action=AdminMailAccount] as IMAP/IMAPS my emails are getting downloaded to OTRS.

I believe this as a bug as the IMAP protocol only downloads Headers from inbox and not the entire email.or I may have missed out some setting

But in My case the OTRS the entire mail is downloaded into OTRS.

Thanks Siva Prasad

On Sat, May 29, 2010 at 1:24 PM, Ryan Trinder wrote:

...
I experienced this same situation. To clear this up a bit - I was using two clients, 1) Thunderbird 2) Webmail through OTRS

Once I configured Webmail through OTRS, my E-mails were being removed from my inbox on Thunderbird. Was bizarre at the time, so I removed my credentials from OTRS for webmail and my e-mails stayed put. I was configured for IMAPS.

Is this what you experienced?

On 5/29/2010 9:22 AM, Siva Prasad wrote:

May be i'm not clear in my previous emails...I'm using IMAP for post master A/c

On Sat, May 29, 2010 at 7:51 PM, Siva Prasad wrote:

...
Whats my issue is I want the emails to be in my inbox even after creating a ticket.

Suppose take outlook or any email client the emails will be in outlook but the copy is retained on the server.

If the mail is being deleted from server then theres no point in creating to protocols for IMAP/POP as both are performing the same.

On Sat, May 29, 2010 at 5:26 PM, Marco Vannini
...
wrote:

...
Hi Siva, removing mail after that they have being fetched could not be considered a bug... it's a safe matter otherwise tickets might be recreated .

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-- mv

Marco Vannini

12:15 p.m.

Hi ,

...

Another question. Do You know how to look closed tickets info in a history? Can I reopen tickets? I can not find that anywhere. It is very important feature.

first question not so clear but everythink is linked to the corresponding ticket in history table and available via history link in ticket detail. about the second Q, you can reopen tickets inserting new note and setting next state top open or via GenericAgent. HTH MV

Marius Vaitiekunas

12:36 p.m.

Yes, I can see a history of open ticket, but I can not find where to find a history of closed ticket. When I close a ticket, it disapears from dashboard and ticket sections. So, I can not find it anymore. For example, I can reach open ticket via link when a press on history button: http://otrs.example.com/otrs/index.pl?Action=AgentTicketHistory&TicketID=6 After that I can change a last number 6 to 1, 2, etc in a browser: http://otrs.example.com/otrs/index.pl?Action=AgentTicketHistory&TicketID=1 http://otrs.example.com/otrs/index.pl?Action=AgentTicketHistory&TicketID=2 ... http://otrs.example.com/otrs/index.pl?Action=AgentTicketHistory&TicketID=5 This way I can get to a closed tickets, but where is a real link to a history of tickets? On Mon, May 31, 2010 at 3:15 PM, Marco Vannini wrote:

...

Hi ,

...
Another question. Do You know how to look closed tickets info in a history? Can I reopen tickets? I can not find that anywhere. It is very important feature.

first question not so clear but everythink is linked to the corresponding ticket in history table and available via history link in ticket detail. about the second Q, you can reopen tickets inserting new note and setting next state top open or via GenericAgent.

HTH

MV

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-- mv

Marco Vannini

12:45 p.m.

mmmh ok , I see, via the search interface (http://otrs/otrs/index.pl?Action=AgentTicketSearch) or via status view (http://otrs/otrs/index.pl?Action=AgentTicketStatusView) and then selecting closed ( http://otrs/otrs/index.pl?Action=AgentTicketStatusView&SortBy=Age&OrderBy=Do...) but If I'm not wrong there should be at least other 2 option ... ;) MV On Mon, May 31, 2010 at 2:36 PM, Marius Vaitiekunas < mariusvaitiekunas@gmail.com> wrote:

...

Yes, I can see a history of open ticket, but I can not find where to find a history of closed ticket. When I close a ticket, it disapears from dashboard and ticket sections. So, I can not find it anymore.

For example, I can reach open ticket via link when a press on history button: http://otrs.example.com/otrs/index.pl?Action=AgentTicketHistory&TicketID=6

After that I can change a last number 6 to 1, 2, etc in a browser: http://otrs.example.com/otrs/index.pl?Action=AgentTicketHistory&TicketID=1 http://otrs.example.com/otrs/index.pl?Action=AgentTicketHistory&TicketID=2 ... http://otrs.example.com/otrs/index.pl?Action=AgentTicketHistory&TicketID=5

This way I can get to a closed tickets, but where is a real link to a history of tickets?

On Mon, May 31, 2010 at 3:15 PM, Marco Vannini wrote:

...
Hi ,

...
Another question. Do You know how to look closed tickets info in a history? Can I reopen tickets? I can not find that anywhere. It is very important feature.

first question not so clear but everythink is linked to the corresponding ticket in history table and available via history link in ticket detail. about the second Q, you can reopen tickets inserting new note and setting next state top open or via GenericAgent.

HTH

MV

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-- mv

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Marius Vaitiekunas

12:56 p.m.

Search works OK, but http://otrs/otrs/index.pl?Action=AgentTicketStatusView shows an error: Error: Module Kernel::Modules::AgentTicketStatusView not registered in Kernel/Config.pm Something is misconfigured in my installation. Thank You for help. On Mon, May 31, 2010 at 3:45 PM, Marco Vannini wrote:

...

mmmh ok , I see,

via the search interface ( http://otrs/otrs/index.pl?Action=AgentTicketSearch) or via status view ( http://otrs/otrs/index.pl?Action=AgentTicketStatusView) and then selecting closed ( http://otrs/otrs/index.pl?Action=AgentTicketStatusView&SortBy=Age&OrderBy=Do...) but If I'm not wrong there should be at least other 2 option ... ;)

MV

On Mon, May 31, 2010 at 2:36 PM, Marius Vaitiekunas < mariusvaitiekunas@gmail.com> wrote:

...
Yes, I can see a history of open ticket, but I can not find where to find a history of closed ticket. When I close a ticket, it disapears from dashboard and ticket sections. So, I can not find it anymore.

For example, I can reach open ticket via link when a press on history button: http://otrs.example.com/otrs/index.pl?Action=AgentTicketHistory&TicketID=6

After that I can change a last number 6 to 1, 2, etc in a browser: http://otrs.example.com/otrs/index.pl?Action=AgentTicketHistory&TicketID=1 http://otrs.example.com/otrs/index.pl?Action=AgentTicketHistory&TicketID=2 ... http://otrs.example.com/otrs/index.pl?Action=AgentTicketHistory&TicketID=5

This way I can get to a closed tickets, but where is a real link to a history of tickets?

On Mon, May 31, 2010 at 3:15 PM, Marco Vannini
...
wrote:

...
Hi ,

...
Another question. Do You know how to look closed tickets info in a history? Can I reopen tickets? I can not find that anywhere. It is very important feature.

first question not so clear but everythink is linked to the corresponding ticket in history table and available via history link in ticket detail. about the second Q, you can reopen tickets inserting new note and setting next state top open or via GenericAgent.

HTH

MV

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-- mv

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Marco Vannini

12:59 p.m.

try just to enable it in Ticket -> Frontend::Agent::ModuleRegistration Frontend::Module###AgentTicketStatusView There will be an icon near to queueview MV On Mon, May 31, 2010 at 2:56 PM, Marius Vaitiekunas < mariusvaitiekunas@gmail.com> wrote:

...

Search works OK, but http://otrs/otrs/index.pl?Action=AgentTicketStatusView shows an error: Error: Module Kernel::Modules::AgentTicketStatusView not registered in Kernel/Config.pm

Something is misconfigured in my installation. Thank You for help.

On Mon, May 31, 2010 at 3:45 PM, Marco Vannini wrote:

...
mmmh ok , I see,

via the search interface ( http://otrs/otrs/index.pl?Action=AgentTicketSearch) or via status view ( http://otrs/otrs/index.pl?Action=AgentTicketStatusView) and then selecting closed ( http://otrs/otrs/index.pl?Action=AgentTicketStatusView&SortBy=Age&OrderBy=Do...) but If I'm not wrong there should be at least other 2 option ... ;)

MV

Marius Vaitiekunas

1:14 p.m.

There are not Frontend::Module###AgentTicketStatusView in mys sysconfig. I think it coud be, because I installed all ITIL (OTRS::ITSM 2.0) stuff. Maybe, saomething is different in OTRS::ITSM 2.0. One more thing - I did not touch sysconfig after default installation. I guess Frontend::Module###AgentTicketStatusView is enabled by default in otrs. I need to read more documentation to understand this system.. and try pure otrs in another VM. On Mon, May 31, 2010 at 3:59 PM, Marco Vannini wrote:

...

try just to enable it in Ticket -> Frontend::Agent::ModuleRegistration Frontend::Module###AgentTicketStatusView

There will be an icon near to queueview

MV

On Mon, May 31, 2010 at 2:56 PM, Marius Vaitiekunas < mariusvaitiekunas@gmail.com> wrote:

...
Search works OK, but http://otrs/otrs/index.pl?Action=AgentTicketStatusView shows an error: Error: Module Kernel::Modules::AgentTicketStatusView not registered in Kernel/Config.pm

Something is misconfigured in my installation. Thank You for help.

On Mon, May 31, 2010 at 3:45 PM, Marco Vannini wrote:

...
mmmh ok , I see,

via the search interface ( http://otrs/otrs/index.pl?Action=AgentTicketSearch) or via status view ( http://otrs/otrs/index.pl?Action=AgentTicketStatusView) and then selecting closed ( http://otrs/otrs/index.pl?Action=AgentTicketStatusView&SortBy=Age&OrderBy=Do...) but If I'm not wrong there should be at least other 2 option ... ;)

MV

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-- mv

Alexander Halle

1:53 p.m.

Marius Vaitiekunas wrote :

...

There are not Frontend::Module###AgentTicketStatusView in mys sysconfig. I think it coud be, because I installed all ITIL (OTRS::ITSM 2.0) stuff. Maybe, saomething is different in OTRS::ITSM 2.0.

Hi Marius, the easiest way is to use the search function in SysConfig. Just search for "statusview", then you should get two groups, one of it concerning the module registration where you can enable this feature. Don't worry, the ITSM add-on usally only adds items to SysConfig but doesn't delete items.

...

One more thing - I did not touch sysconfig after default installation. I guess Frontend::Module###AgentTicketStatusView is enabled by default in otrs. I need to read more documentation to understand this system.. and try pure otrs in another VM.

AFAIK StatusView is disabled by default. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 132/5889/0264, DE 814559152 Web: http://www.radprax.de

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participants (5)

Alexander Halle
Marco Vannini
Marius Vaitiekunas
Ryan Trinder
Siva Prasad