multiple email addresses for one customer
hi, does anyone know, if under otrs it is possible to assign multiple email addresses to one customer? the idea behind this question is, that most of our customers have different email addresses that they finally use to get into contact with us... and it is a must feature, that otrs can handle multiple emailaddresses and assign it automatically to the same customer. i actually have already a external backend db which contais all the email addresses and the customer id and everything that is needed... the problem is now, that when i try to open a phone ticket and i am searching e.g. for a customer with the id = 1000, then otrs just gives me the first entry in the backend db and not a drop down menu with all possible email addresses associated to that customer. do you know, if there is a way to configure otrs to handle is kind of request? or how do you handle this problem... i can't imagine that i am the only one that has multiple email addresses in use for one customer... ;-) thanks a lot for your help. regards, patrick.
Patrick Schiess wrote:
does anyone know, if under otrs it is possible to assign multiple email addresses to one customer? the idea behind this question is, that most of our customers have different email addresses that they finally use to get into contact with us... and it is a must feature, that otrs can handle multiple emailaddresses and assign it automatically to the same customer. i actually have already a external backend db which contais all the email addresses and the customer id and everything that is needed... the problem is now, that when i try to open a phone ticket and i am searching e.g. for a customer with the id = 1000, then otrs just gives me the first entry in the backend db and not a drop down menu with all possible email addresses associated to that customer. do you know, if there is a way to configure otrs to handle is kind of request? or how do you handle this problem... i can’t imagine that i am the only one that has multiple email addresses in use for one customer... ;-)
If a customer uses multiple email addresses, we have multiple customers with the same name and CustomerID in our database. Not ideal, but it works. You can search for the customer name and choose the one with the address you want to send your message to. Nils Breunese.
Hello, I need to install and administrate OTRS system. I have already install 2.3.0 Beta4 on windows system to test the system (the final installation will work on Linux platform). So, I have some question about Otrs : - Is it possible to delete all tickets of a queue (for example Junk queue) [I see that is possible to remove all tickets of the database, is too much] ? - When I install FAQ (FAQ-1.4.2.opm) package nothing appear in the menu, I follow all step of "http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=250" ? - I have not Online Repository source, What I need to configure to have it ? - I have some problème on PGP configuration in OTRS on windows, I need to modify perl script as follow : in otrs\Kernel\System\Crypt\PGP.pm in _DecryptPart : ... my ($FHDecrypt, $FilenameDecrypt) = $Self->{FileTempObject}->TempFile(); my ($FHOutput, $FilenameOutput) = $Self->{FileTempObject}->TempFile(); close $FHDecrypt; close $FHOutput; my $cmd="bash -c \"echo ".quotemeta($Param{Password})."|$Self->{GPGBin}--passphrase-fd 0 --always-trust --yes -d -o '$FilenameDecrypt' '$Param{Filename}' 2>&1\"
$FilenameOutput";
if (not system($cmd)) { $Self->{LogObject}->Log(Priority => 'notice', Message => "Can't run gpg decrypt command"); } open (LOG,"< $FilenameOutput"); while (<LOG>) { $LogMessage .= $_; } .... With this modification, I only manage to decrypt message. thanks a lot for your help, Best regard, Olivier
Deleting Emails from Queue: Go to the Admin area in the HTML client Click the GenericAgent link In the Add text box, type a name for the automatic job - in this case QueueName - AutoDelete for example Set the schedule, select the queue(s) and the new ticket state (in this case - REMOVE) You will be all set. PGP in Windows has been fixed as of the newest version out on August 4 (in two weeks) - the beta should be working. You shouldn't need to modify any .PM files - what makes you think you need to do that? Check the C:\OTRS\otrs\var\log\otrs.log file - you should see the error message. You can also configure GNUPG to log errors - I would highly recommend that since OTRS will not always log a PGP error that GNUPG will. (We run OTRS on Windows 2003, IIS6, MSSQL 2005 in production) Good luck! Nathan Campbell Systems Administrator Dallas Symphony Orchestra Schlegel Administrative Suites 2301 Flora Street Dallas, Texas 75201 214-871-4026 214-953-1218 n.campbell@DalSym.com www.dallassymphony.com To entertain, inspire and change lives through musical excellence -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of olivier poncelet Sent: Tuesday, July 22, 2008 8:45 AM To: otrs@otrs.org Subject: [otrs] Delete ticket Hello, I need to install and administrate OTRS system. I have already install 2.3.0 Beta4 on windows system to test the system (the final installation will work on Linux platform). So, I have some question about Otrs : - Is it possible to delete all tickets of a queue (for example Junk queue) [I see that is possible to remove all tickets of the database, is too much] ? - When I install FAQ (FAQ-1.4.2.opm) package nothing appear in the menu, I follow all step of "http://faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=250" ? - I have not Online Repository source, What I need to configure to have it ? - I have some problème on PGP configuration in OTRS on windows, I need to modify perl script as follow : in otrs\Kernel\System\Crypt\PGP.pm in _DecryptPart : ... my ($FHDecrypt, $FilenameDecrypt) = $Self->{FileTempObject}->TempFile(); my ($FHOutput, $FilenameOutput) = $Self->{FileTempObject}->TempFile(); close $FHDecrypt; close $FHOutput; my $cmd="bash -c \"echo ".quotemeta($Param{Password})."|$Self->{GPGBin}--passphrase-fd 0 --always-trust --yes -d -o '$FilenameDecrypt' '$Param{Filename}' 2>&1\"
$FilenameOutput";
if (not system($cmd)) { $Self->{LogObject}->Log(Priority => 'notice', Message => "Can't run gpg decrypt command"); } open (LOG,"< $FilenameOutput"); while (<LOG>) { $LogMessage .= $_; } .... With this modification, I only manage to decrypt message. thanks a lot for your help, Best regard, Olivier _______________________________________________ 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/
Hello, I used 2.3.0 Beta4 on windows XP system. When I try to execute PostMasterMailAccount.pl (command line configured in crontab.txt), I have the following message: <CRONw> C:/Applications/OTRS/Perl/bin/perl.exe C:/Applications/OTRS/otrs/bin/PostMasterMailAccount.pl Can't locate Mail/IMAPClient.pm in @INC (@INC contains: C:/Applications/OTRS/otrs/Kernel/cpan-lib C:/Applications/OTRS/otrs C:/Applications/OTRS/Perl/site/lib C:/Applications/OTRS/Perl/lib .) at C:/Applications/OTRS/otrs/bin/PostMasterMailAccount.pl line 35. BEGIN failed--compilation aborted at C:/Applications/OTRS/otrs/bin/PostMasterMailAccount.pl line 35. I try to use use ppm (Perl Package Manager), but I don't know how to add missing module ? Please, could you help me ? Olivier
olivier poncelet wrote: Hello,I used 2.3.0 Beta4 on windows XP system. When I try to execute PostMasterMailAccount.pl (command line configured in crontab.txt), I have the following message: <CRONw> C:/Applications/OTRS/Perl/bin/perl.exe C:/Applications/OTRS/otrs/bin/PostMasterMailAccount.pl Can't locate Mail/IMAPClient.pm in @INC (@INC contains: C:/Applications/OTRS/otrs/Kernel/cpan-lib C:/Applications/OTRS/otrs C:/Applications/OTRS/Perl/site/lib C:/Applications/OTRS/Perl/lib .) at C:/Applications/OTRS/otrs/bin/PostMasterMailAccount.pl line 35. BEGIN failed--compilation aborted at C:/Applications/OTRS/otrs/bin/PostMasterMailAccount.pl line 35. I try to use use ppm (Perl Package Manager), but I don't know how to add missing module ? Please, could you help me ? Olivier
Hello, I install OTRS 2.3.0 beta on windows system I have the following system log : [Thu Jul 24 15:42:48 2008][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailAccount, because it's already running (yourhost.example.com/5232)! Can you help me ? Olivier
participants (4)
-
Nathan Campbell -
Nils Breunese (Lemonbit) -
olivier poncelet -
Patrick Schiess