I found all that stuff under the ZZZauto file The sender name is correct The domain is correct The admin mail is correct. Whats broken is the path to the zoom window on the ticket. It seems that my OTRS cant cope with the situation where OTRS & the mail server are different machines. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Tuesday, December 13, 2011 12:29 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] broken url on messages Look in Sysconfig under Framework -> Core Set the FQDN, AdminEmail, NotificationSenderEmail etc. Steve On 13 December 2011 04:29, Robert Woodworth wrote: I know Ive botched something in the config, but I cant find where. This is the issue: Email address is otrs@domain Correct URL is http://otrs.domain/otrs URL appended to email messages: http://domain/otrs/index.pl?Action=AgentTicketZoom;TicketID=1916 Anybody have an idea WHAT I screwed up ? Ive been looking at this for weeks and Im up a tree. (plaintively: “Help?”) --------------------------------------------------------------------- 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

Err, ummm, oops... I found something wrong with my FQDN.... (turns beet purple) I interpreted FQDN to mean "Domain Name" when it SHOULD be set to be "Name of the host including its full domain name" Ive been a sysadmin long enough Im pretty ashamed to have made that error... -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck Sent: Tuesday, December 13, 2011 8:14 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] broken url on messages Hi Robert, please provide the Kernel/Config.pm and Kernel/Config/ZZZAuto.pm (one single A) files. Remove the passwords but keep other config values. On 13.12.2011, at 23:04, Robert Woodworth wrote:

I found all that stuff under the ZZZauto file

The sender name is correct The domain is correct The admin mail is correct.

Whats broken is the path to the zoom window on the ticket.

It seems that my OTRS cant cope with the situation where OTRS & the mail server are different machines.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Steven Carr Sent: Tuesday, December 13, 2011 12:29 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] broken url on messages

Look in Sysconfig under Framework -> Core Set the FQDN, AdminEmail, NotificationSenderEmail etc.

Steve

On 13 December 2011 04:29, Robert Woodworth wrote: I know Ive botched something in the config, but I cant find where. This is the issue:

Email address is otrs@domain Correct URL is http://otrs.domain/otrs

URL appended to email messages: http://domain/otrs/index.pl?Action=AgentTicketZoom;TicketID=1916

Anybody have an idea WHAT I screwed up ? Ive been looking at this for weeks and Im up a tree.

(plaintively: "Help?")

Cheers, Nils -- http://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

Present config, an email that generates a ticket will get an automatic response with the ticket ID# but the others CC on the message that generated the ticket don't. When those people hit "reply", being that OTRS is in the recipient list, each of those messages generates ANOTHER ticket. (sigh) Is there a way to tell the system to send the ticket# to all the CC list as well as the originator ? I spend a significant amount of time merging tickets together. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck Sent: Thursday, December 15, 2011 4:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] broken url on messages On 15.12.2011, at 17:52, Robert Woodworth wrote:

Ive been a sysadmin long enough Im pretty ashamed to have made that error...

I've setup my report tool to connect to https://support.mydomain.com/otrs/rpc.php, trying to use the API after an upgrade. It took me a week to recognize that I should use *.pl instead of *.php ....... luckily I don't report to anyone for this system so I am still the admin for this box ;-)))) Cheers, Nils -- http://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

Sorry for top-posting, but Robert, you are hijacking conversations (see how this thread looks like at http://thread.gmane.org/gmane.comp.otrs.user/36141/focus=36189). Please don't reply to a list e-mail if you are starting a new topic, start with a new, fresh e-mail. Thanks, Ugo On 2011-12-15 19:46, Robert Woodworth wrote:

Present config, an email that generates a ticket will get an automatic response with the ticket ID# but the others CC on the message that generated the ticket don't. When those people hit "reply", being that OTRS is in the recipient list, each of those messages generates ANOTHER ticket. (sigh)

Is there a way to tell the system to send the ticket# to all the CC list as well as the originator ?

I spend a significant amount of time merging tickets together.

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck Sent: Thursday, December 15, 2011 4:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] broken url on messages

On 15.12.2011, at 17:52, Robert Woodworth wrote:

...

Ive been a sysadmin long enough Im pretty ashamed to have made that error...

I've setup my report tool to connect to https://support.mydomain.com/otrs/rpc.php, trying to use the API after an upgrade. It took me a week to recognize that I should use *.pl instead of *.php ....... luckily I don't report to anyone for this system so I am still the admin for this box ;-))))

Cheers, Nils

Digging in Sysconfig under Ticket -> Core::Postmaster PostmasterFollowUpSearchInReferences - Executes follow up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject. Enable that, it might then be able to catch the replied to emails. On 13 December 2011 08:25, Steven Carr wrote:

Yep, that is correct, AFAIK there is no way for OTRS to determine that the reply the user sent "belongs to" a specific ticket as it doesn't have an OTRS ticket# to match it on.

I'm not sure if there is some clever "under the hood" settings that can look at the In-Reply-To header, if not it might be worth raising a feature request for it.

Steve

On 13 December 2011 00:03, Dennis Kavadas wrote:

...

Hi All

How do you guys work with tickets that are send to OTRS that include multiple CC'd email addresses ?

I'm finding that if a CC'd user replies to the original email and includes the OTRS user in the reply "BEFORE" they see a reply from OTRS with the ticket# in the subject, from the original sender, the users email will spawn a new ticket.

Am i making any sense ? --------------------------------------------------------------------- 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

On 2011-12-13 04:37, Dennis Kavadas wrote:

It does work, I've confirmed it I assume it looks at the message-id, if they are identical then it's the same conversation and the emails are treated accordingly

I confirm. Before enabling this parameter, we used to have a new ticket opened when someone cc'd replied. With this parameter enabled, it it added to the original ticket automatically. I really think this should be enabled by default.