I'll chime in... Don't know why you're attempting to directly modify system files to get responses? This is easily performed under the Admin section in the Responses and Queues <--> Responses sub-sections. If you are not sure of what you're modifying you should leave the OTRS files alone. Changing otrs files will be overwritten. Taking things step further can the system send emails at all? Is SMTP setup correctly? A quick stop to the online manual returned... http://doc.otrs.org/2.4/en/html/x1191.html ... Looks like a simple read. LQAlan McKay wrote: Still nothing? Does anyone actually have this working? Can someone point me to a doc? On Fri, Aug 7, 2009 at 7:25 AM, Alan McKay<alan.mckay@gmail.com> wrote:

Well, nobody seems to be reading my other thread so let's put a new

name on it and see what happens :-)

I still cannot get this working.  Customer emails support@example.com

and I cannot get it working that they get a response with their ticket

number.

I do have it working that when the ticket gets closed, they get a response.

(1) Apology offered, I didn't read too deeply.  Thought you'd been looking in index.pl<blah...blah> & editing it. (2) David made some good comments... Look. (3) Lack of logs or system responses may have fostered the 'cricket treatment.' As david noted check logs and verify setup/configuration, thet will likely contain the needed pointer. Having set responses on the first run in just a few mintes can see where the LQ Alan McKay wrote: On Mon, Aug 10, 2009 at 11:33 AM, LQ Marshall<qmarshall@inetspace.net> wrote:

I'll chime in... Don't know why you're attempting to directly modify system

files to get responses? This is easily performed under the Admin section in

the Responses and Queues <--> Responses sub-sections.

If you are not sure of what you're modifying you should leave the OTRS files

alone. Changing otrs files will be overwritten.

Who said I was changing files? I was doing no such thing.

Taking things step further can the system send emails at all? Is SMTP setup

correctly?

Yes, as already noted, I get emails just fine when a ticket gets closed.

returned... http://doc.otrs.org/2.4/en/html/x1191.html ... Looks like a

simple read.

Pretty sure I've been there, but will take another look -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- 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/

Alan, I just installed 2.4.2 and set up three ebn; two to notify customer and agent for new ticket and a third to notify customer on ticket close. First two I used event of TicketCreate and States of new and open. The third I used event of TicketStateUpdate and all three closed States. I don't have email working on this local instance but the History in the ticket indicates that all three notifications worked. Does your History indicate that notifications are not being sent? And I did not set up any of the Auto Responses referenced in the link below. Or set anything special for the Queues. Again, I haven't followed along closely on this thread, but going way back to the beginning, Preferences are set correctly, right? Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.burk@dornc.com

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Alan McKay 8/11/2009 2:27 PM >>> A quick stop to the online manual returned... http://doc.otrs.org/2.4/en/html/x1191.html ... Looks like a simple read.

I'm digging back into this now finally - going to take a look at this. However, I already know that I did not configure this. Why did I not? Because my understanding was that with the new Event Based Notification, it was not required. Since I got the email working fine for closing a ticket without having to configure this, I naturally thought it possible to get the email going for a new ticket without configuring this. But maybe I am wrong. And even if I am right, as long as I can get it working by this means, then I am happy. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- 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/ ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

This is interesting. The ticket history shows this, but I did not get an email for ticket open. But when I close the ticket, I get the email no problem. So what do I have misconfigured??? NewTicket New Ticket [2009081110000046] created (Q=External Support;P=3 normal;S=new). - root@localhost (Admin OTRS) 11/08/2009 14:35:02 CustomerUpdate Updated: CustomerID=alan.mckay@gmail.com;CustomerUser=alan.mckay@gmail.com; - root@localhost (Admin OTRS) 11/08/2009 14:35:02 EmailCustomer Added email. x root@localhost (Admin OTRS) 11/08/2009 14:35:02 -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

Here are the history entries for my ticket with ebn set up as described earlier: Action Comment NewTicket New Ticket [2009081010000011] created (Q=Test Queue;P=2 low;S=open). CustomerUpdate Updated: CustomerID=;CustomerUser=jimi hendrix; SendCustomerNotification Notification sent to jburk2@rr.nc.com. <===This is the one you're missing! SendAgentNotification "Ticket Added To Queue"-notification sent to "james.burk@dornc.com". TicketFreeTextUpdate Updated: FreeKey13=CriticalityID;FreeText13=1; TicketFreeTextUpdate Updated: FreeKey14=ImpactID;FreeText14=8; PhoneCallCustomer Customer called us. OwnerUpdate New owner is "jimburk" (ID=2). Lock Locked ticket. Misc Reset of unlock time. AddNote Added note (Close) TicketFreeTextUpdate Updated: FreeKey15=Review Required;FreeText15=0; StateUpdate Old: "open" New: "closed successful" SendCustomerNotification Notification sent to "jburk2@rr.nc.com". Unlock Unlocked ticket. Best regards, Jim ITIL Process Manager NCDOR 919-715-4932 james.burk@dornc.com

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Alan McKay 8/11/2009 3:30 PM >>> The notices in the history for the ticket coming in are not the same as for going out. Is that normal, or should they be the same?

Here is the whole history for a ticket. I got no email when it arrived. But I did get an email when I closed it. NewTicket New Ticket [2009081110000064] created (Q=External Support;P=3 normal;S=new). root@localhost (Admin OTRS) 11/08/2009 15:18:02 CustomerUpdate Updated: CustomerID=alan.mckay@gmail.com;CustomerUser=alan.mckay@gmail.com; root@localhost (Admin OTRS) 11/08/2009 15:18:02 EmailCustomer Added email. root@localhost (Admin OTRS) 11/08/2009 15:18:02 Lock Locked ticket. amckay (Alan McKay) 11/08/2009 15:18:30 Misc Reset of unlock time. amckay (Alan McKay) 11/08/2009 15:18:30 OwnerUpdate New owner is "amckay" (ID=2). amckay (Alan McKay) 11/08/2009 15:18:30 AddNote Added note (Owner) amckay (Alan McKay) 11/08/2009 15:18:31 AddNote Added note (Close) amckay (Alan McKay) 11/08/2009 15:27:57 StateUpdate Old: "new" New: "closed successful" amckay (Alan McKay) 11/08/2009 15:27:57 SendCustomerNotification Notification sent to "Alan McKay ". amckay (Alan McKay) 11/08/2009 15:27:57 Unlock Unlocked ticket. amckay (Alan McKay) 11/08/2009 15:27:57 Lock Locked ticket. amckay (Alan McKay) 11/08/2009 15:28:00 Misc Reset of unlock time. amckay (Alan McKay) 11/08/2009 15:28:00 On Tue, Aug 11, 2009 at 2:48 PM, Alan McKay wrote:

This is interesting. The ticket history shows this, but I did not get an email for ticket open. But when I close the ticket, I get the email no problem.

So what do I have misconfigured???

NewTicket New Ticket [2009081110000046] created (Q=External Support;P=3 normal;S=new). - root@localhost (Admin OTRS) 11/08/2009 14:35:02

CustomerUpdate Updated: CustomerID=alan.mckay@gmail.com;CustomerUser=alan.mckay@gmail.com; - root@localhost (Admin OTRS) 11/08/2009 14:35:02

EmailCustomer Added email. x root@localhost (Admin OTRS) 11/08/2009 14:35:02

-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

-- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food" --------------------------------------------------------------------- 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/ ----------------------------------------------------------------------------- E-Mail correspondence to and from this sender may be subject to the North Carolina Public Records Law, and may be disclosed to third parties. ------------------------------------------------------------------------------

On Tue, Aug 11, 2009 at 4:20 PM, James Burk wrote:

It occurred to me to mention that I'm creating tickets as if I were an Agent sitting at a help desk.  Are you accepting emails from Customers to generate your tickets?  If so, I can't offer any other thoughts - we don't allow that at our installation.

yes, mine come in to support@example.com -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

On Tue, Aug 11, 2009 at 4:44 PM, Alan McKay wrote:

...

yes, mine come in to support@example.com

p.s. but I'll try creating one manually to see what happens

yup, that way works. but is not what I need -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"

Hi,

2) the database size is the same than the beginning

you have to optimize the table afterwards to regain the space. I used SQLyog for this.

Otrs version 2.4.2 Database Mysql Version 5.0.45 The database size is around 50 G The database filsesystem has 150 G and the attachments storage filesystem has more than 200 G free Memory installed 3 G

I changed the storage yesterday and it took about an hour. As the script had printed the "finished" message, the cpu load was still high for several minutes while the mysql process was active. Memory is only 256 mb, CPU 1,2 GHZ, DB had 900 mb, MySQL 5.0.51a Perhaps you can do the switch in stages? Running the script, optimizing the database and running the script again?

- do you know another tool to optimise the database ?

you could use the mysql command line client to connect to the DB and execute the following: OPTIMIZE TABLE otrs.article_attachment, otrs.article_plain;

- how can execute the process in steps ? the first time the process doesn't finish correct.

I was just guessing that you perhaps could start the script a second time and it would continue with the missing stuff. As my database was updated with the first run, this wasn´t necessary for me and so I don´t know if it possible at all =)