Znuny Open Source Ticketsystem

emanjamin2002

Hello,

yes I also corrected this but still could not have the notification for new tickets.

This is solved now.

Thanks for your help.

emanjamin2002

Hi,

The problem was resolved by :

1. using SMTPS + putting in the email adresse and password for Office 365
AND
2. changing the System email adresse by the one used in Office 365 (which was blocking the sending of new tickets notifications.

thanks.

emanjamin2002

Hi, Yes you are right. When a ticket is saved, the notification is not send. Here is an error message. "syntax error at /opt/otrs//Kernel/System/Email/SMTPTLS.pm line 49, near ")587" When I got to the file I see : # get config data $Self->{FQDN} = $Self->{ConfigObject}->Get('FQDN'); $...

emanjamin2002

Hello, Thank you for the great forum. I am running into a problem with OTRS notifications. We moved from Exchange 2010 on premises to Office 365. I changed the settings for the mail notifications as mentionned by Microsoft but it is not working. Here is what I've got in the setting for SMTPTLS smtp....

emanjamin2002

You should define some appropriate Notifications-on-event for agents and customers I think. Just go to the "Notifications (Event)" area in the ADMIN settings. Also take care of: 1. Check /opt/otrs/Kernel/Config/GenericAgent.pm to see if GenericAgent job that sends escalation notifications...

emanjamin2002

jojo wrote:2. use the reply function to send out emails to customers.
3. FollowUp is if the customer responds to the ticket. There is no update notification

Thanks. Did it few days ago and worked out well.

emanjamin2002

Hello, I have been trying to get some notification working but I don't seem to be able to make it go right. 1. When a customer creates a new ticket, he does get the notification that his ticket was received and will taken cared of by the administrator or Technician. 2. When an Agent update the ticke...

emanjamin2002

I found this and added it. http://www.mail-archive.com/otrs@otrs.org/msg37283.html "I've seen this happening when you are using a default enconding that does not support some special caracters, for example in our case latin caracters like "ñ", and the accent caracter, to fix that we c...

emanjamin2002

yes, check Config.pm if somebody put it in there Here is what I got in my config.pm ======================================================================== # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2011 xxx, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.25 2011/0...

emanjamin2002

jojo wrote:click on the circle on the left to reset it to the default value

Thank you for your answer. Yes I thought of that but this is Greyed out meaning I cannot uncheck it ????

emanjamin2002

no, it should not Well here is what I get for errors. As I am not well knowledgeable with OTRS configuration, this doesn't mean much to me..... :? :? Message: Impossible to send message to: emmanuel.jamin@groupepgs.com . Traceback (2086): Module: Kernel::System::Ticket::Article::ArticleSend (v1.311...

emanjamin2002

your email gateway does not allow empty sender from (which is not rfc compliant). You can set an envelope from via sysconfig to prevent this error Thank you to both of you for your advices and directions. The Envelop did handle the situation. But what I don't understand is how this problem occured ...

emanjamin2002

Tue Sep 18 14:10:54 2012 notice OTRS-CGI-10 Sent agent 'NewTicket' notification to 'emmanuel.jamin@groupepgs.com'. Tue Sep 18 14:10:54 2012 info OTRS-CGI-10 Error sending message Tue Sep 18 14:10:54 2012 error OTRS-CGI-10 Can't use from '': 555sorry, invalid MAIL FROM for open-smtp session (http://...

emanjamin2002

Tue Sep 18 14:10:54 2012 notice OTRS-CGI-10 Sent agent 'NewTicket' notification to 'emmanuel.jamin@groupepgs.com'. Tue Sep 18 14:10:54 2012 info OTRS-CGI-10 Error sending message Tue Sep 18 14:10:54 2012 error OTRS-CGI-10 Can't use from '': 555sorry, invalid MAIL FROM for open-smtp session (http://...

emanjamin2002

crythias wrote:Notification sender is blank in Sysconfig.

No, it is in there and not blank. Nothing was changed in that Sysconfig (at least from my own knowledge). ??????

emanjamin2002

Hello, I made some small changes in OTRS. Nothing major, only changed the nofication to follow up ticket changes. After changing it back to how I had it, the same problem is encountered. The notification to Agents after the creation of ticket is not occuring. Here is the message I've got in the OTRS...

emanjamin2002

than you have a broken customer user config. I suggest to get some professional help Just got this in my logs. I did not have it earlier and did not change anything since yesterday. Does this has anything to do with sending email in New Email tickets ? Will check in the morning but wanted to check ...

emanjamin2002

than you have a broken customer user config. I suggest to get some professional help You may be right on the customer config. Already I corrected many errors done by the apprentice who install the system. thanks to your help and of your collegue for the great help you have provided so far. Well I t...

emanjamin2002

you need to select the user via mouse not via tab. Can you search for customers in this frontend or phone ticket? Do the customers have a mail address? It should like: Name Surname <email> thanks for your fast answer. I see what you mean with the mouse but nothing seems to function with this. No I ...

emanjamin2002

is the OTRS or Apache Log giving hints Just check the different logs. Nothing extraordinary found !!! As a note, I contacted one of our service provider who are also using OTRS. I asked the Administrator about it. He sent me a smal video (few second) of his system creating a new email ticket. When ...

emanjamin2002

emanjamin2002 wrote:
jojo wrote:do you have a customer DB or LDAP connected (or use the internal customer DB)
Customers are created manually inside OTRS.

The Tests I am doing are based on existing customers.

Well I am still stuck in this problem. Any ideas ?

emanjamin2002

jojo wrote:do you have a customer DB or LDAP connected (or use the internal customer DB)

Customers are created manually inside OTRS.

The Tests I am doing are based on existing customers.

emanjamin2002

jojo wrote:please update to 3.1.10 and try again

No success. I noted that my address book search is not functionning. Could this be part of the problem ?

emanjamin2002

jojo wrote:you need to be in the To line on pressing return

what OTRS version are you using?

Yes I did. Version 3.1.2. Just added the data under my signature

emanjamin2002

jojo wrote:did you hit return after putting it in?

Yes pressing ENTER or pressing on the "Send the mail" gives the same result.

I even tried using the MX record and entering my OVH NS server but no success.

emanjamin2002

as you see here no To: is populated, you have to put in a mail address... Yes I see that. This is what I mean, when I put an email address there (and a correct one), and press SEND, I get an error message "one or more problems were encountered" and then it brings me back to the field with...

emanjamin2002

jojo wrote:please show a screenshot

See attached. Thanks. As a note our mail server is hosted outside our business with OVH

emanjamin2002

no MX record or wrong Email Adress Syntax Thanks for your guidance. I checked into it and tried few things and checked also here http://forums.otterhub.org/viewtopic.php?f=61&t=4812 But no luck. I am still getting the some message "One or more errors were encountered" on the "TO ...

emanjamin2002

Hello, We are still in the process to deploy OTRS 3.1. Everything is going fine. Users can create their tickets, the user groups are working perfectly... As a note, we are not using LDAP authentification. Users are created manually. But I am running into some trouble with the creation of email ticke...

emanjamin2002

1 graph showing the ratio between the total number of opened tickets and closed tickets. Basically showing only the total number of tickets (cumilative number) opened and the total number of tickets closed (cumulative). When you have 10,000 closed tickets and 5 open tickets, your ratio will be clos...

emanjamin2002

There are a few posts around that deal with editing or adding to the dashboard graph: http://forums.otterhub.org/viewtopic.php?f=61&t=9639&p=37743&hilit=dashboard+graph#p37743 It's not something I've attempted, but searching for "otrs 7 day graph" "otrs dashboard graph&qu...

emanjamin2002

Hello, I just checked the forum for answers but I don't seem to find what I need : I found the way to create statistics on the tab "Statistitics" but this is not what I am looking for. Here is what I need and wanted to know if that could be done without having to go into the config files :...

emanjamin2002

OK thanks.

I will check the logs on monday morning as I just finished my week. Will do also for the pings.

emanjamin2002

Thank you for your fast reply. I see what you mean. 1. As regards to the cookies ???? I am not sure. I am using firefox and closed properly my connexion. Even though I did set up for my Firefox not to keep history or cookies, if I open a new session in OTRS, I saw the last session still open. 2. As ...

emanjamin2002

Hello, Today I notice that my system (OTRS) was very very very slow especially when we were ONLY 2 agents connected on OTRS. (As a note, currently we don't have user on it. My collegue and myself are working on it, checking things out, setting it up so to be usefull by our users. We have created abo...

emanjamin2002

I'd try deleting the cache, in case it's a cached version of the page you are seeing. Run: perl /opt/otrs/bin/otrs.DeleteCache.pl Spot on. I ran that command you gave me. I checked again in the queue and the tickets were still there. I then ran again the GenericAgent to delete those remaining ticke...

emanjamin2002

Hello again, So I have been deleting tickets (ones created for test) using the generic agent. Everything was working fine. I deleted about 20 of them BUT I still found 8 of them by looking in the Tickets -> State View (hoping this is correctly translated as I am using the french version here. In fre...

emanjamin2002

is DNS resolving on the OTRS server? On my Windows serveur 2008R2 DNS, OTRS is well noted. I just added my DNS serveur in the /etc/hosts file. So I think this is fine isn't it ? Edited 12:53 It seems that the speed is better and less lags between request on the index.pl and customer.pl. Edited 5:21...

emanjamin2002

jojo wrote:is DNS resolving on the OTRS server?

On my Windows serveur 2008R2 DNS, OTRS is well noted.
I just added my DNS serveur in the /etc/hosts file.

So I think this is fine isn't it ?

emanjamin2002

Hello, Well I am getting into it more and more and things are starting to get better with our OTRS. Thanks for the help provided on this forum. I research some possible answer on the forum but did not find what I needed so I am posting a new topic. 1. I am running on OTRS 3.1 2. It is installed on V...

emanjamin2002

I am having fun today :) I can imagine... In Sysconfig, go to: Ticket -> Frontend::Customer::ModuleRegistration - CustomerFrontend::Module###CustomerTicketOverView Return this to default using the reset icon below the checkbox. There should be nothing specified under "Group" or "Grou...

emanjamin2002

Are you certain that you are in the Customer interface when looking at this? /otrs/Customer.pl in the address bar at the top? You should have Company tickets by default. Yes I am sure, 100%. I just found a doc from the guy who was apprentice here months ago and he mentionned in it that he deleted t...

emanjamin2002

CSL wrote:It should look something like the attachment. You should have a "Company Tickets" option in the menu bar at the top of the page.

Great. Thanks for sharing this. Well I don't have the COMPANY TICKETS

I must find where to active it.

emanjamin2002

can't see the tickets of others. they don't show up in "Company Tickets"? OK, I must be missing something, somewhere. I should have install that system myself. I am missing lots of infos. What I did : 1. Create a new company 2. Change the user IDs to be the same for each others. 3. Logged...

emanjamin2002

They won't see each other's tickets that have already been created. To set customer_id retroactively, use generic Agent. Thanks for your fast reply. I just created new tickets but still the same... can't see the tickets of others. Do I need to set the customer_IDs as the default ID somewhere ? and ...

emanjamin2002

When x and y create tickets, they cannot see each others tickets ??? when I would want them to see each other tickets. X and Y need to have the same CustomerID and then they'll see each other's tickets in "Company Tickets" http://forums.otterhub.org/viewtopic.php?f=60&t=7531 Just read...

emanjamin2002

both customers need to have the same customer_id Thanks a lot for your fast reply. I just changed the ID for each customer so to have the same one. I tried again but no success.... I read the topic but someone the Customer_ID must not be the default fiels ???? Sorry for those question but I am just...

emanjamin2002

Well I knew I was not stating everyting prorperly. Bare with me as I am from France :) Here we go : 1. I have a question concerning Customer.pl. 2. Users can log without problem. 3. I have 5 users so let's take 2 for right now : Xuser is creating a ticket, Yuser is creating a ticket. I want Xuser to...

emanjamin2002

Hello, I am new here and I have few questions : 1. In our company, OTRS was a project, an apparentice was working on. He did a pretty good job with it but some function are not working properly or how I would like to. 2. I have Admin (operators), groups for those.... 3. I created manually some users...

emanjamin2002

Thanks. OK I will check this out.

Emmanuel

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