Hi Nils, thanks for this suggestion. I'm using IMAP but the connection is already trusted to enable the (already working) X-OTRS-Queue headers. - Timo Von: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Nils Leideck - ITSM Gesendet: Mittwoch, 2. Dezember 2009 21:22 An: User questions and discussions about OTRS. Betreff: Re: [otrs] TicketKey/Value not working Hi, On 02.12.2009, at 17:04, Rupp Timo wrote: Any idea? Is there a configuration option (beside the watched headers listing) that could be the problem? Sample headers of a test mail: X-OTRS-TicketKey2: original-date-mssql X-OTRS-TicketValue2: 2009-09-01 08:09:06 X-OTRS-TicketKey3: original-date-unix X-OTRS-TicketValue3: 1251787566 OTRS Version is 2.4.5 do you use POP3 or IMAP ? There is a "trust" flag in the Postmaster Mailaccount setting .... Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.netmailto:nils.leideck@leidex.net https://webint.cryptonode.dehttps://webint.cryptonode.de/ / a Fractal project

I would be delighted. Can you receive attachments or do you need the text of the file in my response message? Thanks so much. Pat |------------> | From: | |------------>

----------------------------------------------------------------------------------------------------------------------------------------| |Nils Leideck - ITSM | ----------------------------------------------------------------------------------------------------------------------------------------| |------------> | To: | |------------> ----------------------------------------------------------------------------------------------------------------------------------------| |"User questions and discussions about OTRS." | ----------------------------------------------------------------------------------------------------------------------------------------| |------------> | Date: | |------------> ----------------------------------------------------------------------------------------------------------------------------------------| |12/02/2009 01:23 PM | ----------------------------------------------------------------------------------------------------------------------------------------| |------------> | Subject: | |------------> ----------------------------------------------------------------------------------------------------------------------------------------| |Re: [otrs] HelloWorld setup question | ----------------------------------------------------------------------------------------------------------------------------------------| |------------> | Sent by: | |------------> ----------------------------------------------------------------------------------------------------------------------------------------| |otrs-bounces@otrs.org | ----------------------------------------------------------------------------------------------------------------------------------------|

Hi, On 02.12.2009, at 16:58, patrick.dillon@aleris.com wrote: Following the developer manual I have created the following files and have placed them in the appropriate folders: HelloWorld.xml HelloWorld.pm AgentHelloWorld.pm AgentHelloWord.dtl can you send the file content ? Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net https://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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/

Nils, I have checked all the file level permissions and have set the following on the files listed below: -rw-rw--r wwwrun:www I get the same result and error message. I tried moving the test files into production in case there was a problem with our dev environment and I get the same error in production. Are there other permissions, possibly within otrs, that I need to check? Thanks again, Pat |------------> | From: | |------------>

----------------------------------------------------------------------------------------------------------------------------------------| |Nils Leideck - ITSM | ----------------------------------------------------------------------------------------------------------------------------------------| |------------> | To: | |------------> ----------------------------------------------------------------------------------------------------------------------------------------| |"User questions and discussions about OTRS." | ----------------------------------------------------------------------------------------------------------------------------------------| |------------> | Date: | |------------> ----------------------------------------------------------------------------------------------------------------------------------------| |12/02/2009 04:25 PM | ----------------------------------------------------------------------------------------------------------------------------------------| |------------> | Subject: | |------------> ----------------------------------------------------------------------------------------------------------------------------------------| |Re: [otrs] HelloWorld setup question | ----------------------------------------------------------------------------------------------------------------------------------------| |------------> | Sent by: | |------------> ----------------------------------------------------------------------------------------------------------------------------------------| |otrs-bounces@otrs.org | ----------------------------------------------------------------------------------------------------------------------------------------|

Hi, On 02.12.2009, at 20:29, patrick.dillon@aleris.com wrote: I would be delighted. Can you receive attachments or do you need the text of the file in my response message? I cannot find any failure. When I use your files it is working as expected: ./Kernel/Config/Files/HelloWorld.xml ./Kernel/System/HelloWorld.pm ./Kernel/Modules/AgentHelloWorld.pm ./Kernel/Output/HTML/Standard/AgentHelloWorld.dtl All I changed is HelloWorld.xml as the SubGroup should be called Frontend::Agent::ModuleRegistration - bus that is just cosmetic .... Maybe you have to double check your permissions ? Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net https://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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/

First, let me say thank you to Nils for taking the time to answer my questions and stick with the process to the end. What we finally figured out is that if you create a new module, it requires separate configuration files for both Agents and Customers. We had been trying to reference the Agent files from the Customer interface, which apparently isn't allowed. In our case, we created a TicketTemplate.pm, TicketTemplate.xml, AgentTicketTemplate.pm, AgentTicketTemplate.dtl, CustomerTicketTemplate.pm, and CustomerTicketTemplate.dtl. I don't know if that is the optimal way to get this done, but it does work. Be sure and set all file rights and file ownership to match the other files in the appropriate directories. Again, thanks to Nils and everyone who helped answer questions. Patrick Dillon Manager, IT Shared Services Aleris International Inc. From: Nils Leideck - ITSM To: "User questions and discussions about OTRS." Date: 12/03/2009 04:22 PM Subject: Re: [otrs] HelloWorld setup question Sent by: otrs-bounces@otrs.org On 03.12.2009, at 14:52, patrick.dillon@aleris.com wrote: Are there other permissions, possibly within otrs, that I need to check? try /opt/otrs/bin/SetPermissions.sh /opt/otrs/ otrs www-data www-data www-data (works like this for DEBIAN, check your otrs and webserver user names !!) Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net https://webint.cryptonode.de / a Fractal project --------------------------------------------------------------------- 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/