OK, I have the site configured to send an email upon close - but I'm not getting the emails. I do get email when I open a ticket - no problem at all. I also had it set earlier to give emails when other things happen to the ticket, and that seemed to work well to although I eventually turned off those other emails as superfluous. I notice that the fetchmail cronjob is returning this : fetchmail: no mailservers have been specified. Which I don't understand because all of the rest of it seems to work. OTRS is on a different server from the mail server. support2@example.com (where example.com is my real domain of course) is set to go the mail server. And then inside of OTRS in "Postmaster Mail Account" I have that address entered for POP3 and the right username and password. And just as I typed that I thought of searching the docs, and found this page : http://doc.otrs.org/2.3/en/html/x1331.html#email-receiving-fetchmail OK, I had not yet copied ..fetchmailrc.dist So why was this working up til now? How was it working? I checked my /var/spool/mail/otrs and it had my emails in there So now I set up the .fetchmailrc, and test it by manually running fetchmail. It fetches the new mail OK from the test I'd sent, but now nothing works! My customer did not get notified of a ticket number! WTF? Here is what I set in .fetchmailrc poll 192.168.3.40 protocol POP3 user support2 pass YOUWISH is otrs here When I manually run fetchmail, I get the following errors even though it seems to work : fetchmail: Server CommonName mismatch: mail.example.com != 192.168.3.40 fetchmail: Server certificate verification error: self signed certificate fetchmail: Server certificate verification error: certificate has expired fetchmail: No mail for support2 at 192.168.3.40 Where again example.com is my real domain name. I know that there will be the mismatch given because OTRS is back in the DMZ with my mail server, and both use RFC1918 addresses. Our firewall does 1:1 NAT to give them "real" IP addresses in the outside world. And I know my certificate is barfed but I'm not asking it to do POP3S so why is it even checking the cert? I don't get it. In any case, with the .fetchmailrc in place, I send an email but no ticket gets created, and there is now email back of course with ticket number. And of course the next logical experiment is to remove the .fetchmailrc and see what happens, right? So I remove it, and send a new email - and it works! ??? I'm so very confused! -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"
OK, just before leaving for work today (and leaving for a week's vacation) I noticed that I was actually running another cronjob "PostmasterGeneral" or something like that. So I'm guessing that's why it was working, and where I should look when I get back. Any further tips you can give keeping this in mind would be greatly appreciated. cheers, -Alan
Hi Alan,
First of all: enjoy your vacation.
I guess you are mixing up sending and receiving email. For receiving email,
you would need POP3, IMAP or the like. It seems you have this covered by
now. For sending email, you would need an SMTP server or use Sendmail or the
like.
First, configure the email address(es) you'd like to use for sending out
email under Admin > Email Addresses. See:
http://doc.otrs.org/2.3/en/html/x1048.html
Then, go to Admin > SysConfig > Framework > Core::SendMail to configure your
SMTP server address settings. If this is set, you can send messages. To
test, you can use Admin > Admin Notification.
Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Sat, Jul 18, 2009 at 03:40, Alan McKay
OK, just before leaving for work today (and leaving for a week's vacation) I noticed that I was actually running another cronjob "PostmasterGeneral" or something like that.
So I'm guessing that's why it was working, and where I should look when I get back.
Any further tips you can give keeping this in mind would be greatly appreciated.
cheers, -Alan --------------------------------------------------------------------- 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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First of all: enjoy your vacation.
Done!
I guess you are mixing up sending and receiving email. For receiving email,
Yes, probably was. However, I do have it sending mail just fine for most things - e.g. when someone sends email to support@example.com, they get an email back with ticket number and so on.
First, configure the email address(es) you'd like to use for sending out email under Admin > Email Addresses. See: http://doc.otrs.org/2.3/en/html/x1048.html
OK, have that done already
Then, go to Admin > SysConfig > Framework > Core::SendMail to configure your SMTP server address settings.
That is already set
If this is set, you can send messages. To test, you can use Admin > Admin Notification.
As mentioned above, sending messages already works. What does not work is that a message does not come out when a ticket is closed. Even though I now have it set to do that. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"
Perhaps it is something with auto-responses? I have this in "[ Auto Responses <-> Queue ]", where "External Support" is a queue that is connected to support@example.com External Support * default reply (after new ticket has been created) (auto reply) * default reject/new ticket created (after closed follow up with new ticket creation) (auto reply/new ticket) * default follow up (after a ticket follow up has been added) (auto follow up) I don't see anything about closing a ticket. Also, when I go in to close the ticket, I now see note-type "note-external", thanks to someone who helped me configure that before my vacation. So should it not be sending an email? Or do I need another auto-response set up? Or something else? -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"
OK, I just got it to work thusly : Go to /otrs/index.pl?Action=AdminQueue set "Customer State Notify:" to "Yes" But this will of course notify of any state change, which may not be what I want. But it is a good start for now. If anyone knows of a way to only send email to the originator when the ticket is closed, please let me know. -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"
Hi Alan, On Jul 28, 2009, at 18:56 , Alan McKay wrote:
OK, I just got it to work thusly :
Go to /otrs/index.pl?Action=AdminQueue set "Customer State Notify:" to "Yes"
But this will of course notify of any state change, which may not be what I want. But it is a good start for now.
If anyone knows of a way to only send email to the originator when the ticket is closed, please let me know.
I'm not in this thread but I do have some info for you! ;) In OTRS 2.4 there is a new frature called "Configurable event based notifications". It seems that you are looking for that. In case you can create a new notification with event "StateUpdate", "State: closed" recipient "Customer". At this time OTRS will send an email automatically to the customer. :-D See also: http://otrs.org/2.4/features/ -> Configurable event based notifications PS: JFI, "Customer State Notify:" in AdminQueue gots replaced by this new feature in 2.4. -Martin
See also: http://otrs.org/2.4/features/ -> Configurable event based notifications
PS: JFI, "Customer State Notify:" in AdminQueue gots replaced by this new feature in 2.4.
OK, going looking for it now in setting up my new system. I seem to have everything working except notifications. Will report back in a bit either with details on how to conifgure it in 2.4, or with a cry for help :-) -- “Don't eat anything you've ever seen advertised on TV” - Michael Pollan, author of "In Defense of Food"
participants (3)
-
Alan McKay -
Martin Edenhofer -
Michiel Beijen