Znuny Open Source Ticketsystem

waelkd

crythias, I asked one of my friends who works in another company which uses otrs, he said the option to include the CC into the system autoresponse is plausible.

Any ideas on how this can be done?

waelkd

crythias wrote:I don't believe it's possible to do that. If the person sends from a distribution list email address, this can mitigate the issue.

understood.

Thanks

waelkd

Guys if a customer send an email to our noc. and places three CC's, when the system autoreply, it does so only to the noc email, the CC doesnt get any notification.

Any idea how to enable it?

Thanks

waelkd

the headers will always show gmail if you are using gmail. Use your companies mailserver instead The problem with my companies mailserver, is everytime i get more then 20 mails sent , the mail server blocks them thinking they are spam. ive sent a complain regarding this problem to godaddy people bu...

waelkd

How can i change the autoresponse email header being sent to customers or agents?

Because i set smtp on gmail, the outgoing emails show gmail in the header, i want to mask it into something professional.

from

to something like

NOC@otrs

Thanks

waelkd

jojo wrote:Config.pm

any special syntax i should follow?

waelkd

btw, i created a new database, lets say its name is X, and i already have an existent db called A.

Is there a way i can switch between them?

Thanks

waelkd

i just disabled it momenterally as i wanted to create a new database.

i reinitiated it

waelkd

never mind i found out

waelkd

i went to kernel folder, and config.pm . but am lost from there. Any idea how to turn secure mode off?

Thanks

waelkd

Ah, Will check .

Thanks

waelkd

jojo wrote:check the logs on the OTRS server

Logs are saying nothing, Everything looks normal, I send an email six times from "jojo@hotmail.com" three times out of 6 the email doesnt reach the system.

Again logs doesnt show anything

waelkd

jojo wrote:check all logs
- Mailservers
- OTRS

they are reaching the mails servers but not otrs, i chk on otrs dashboard and nothing

waelkd

Guys, Ive been banging my head for some time now, some of th eemails sent by customers doesnt reach our system, you can see the same customer sending 20 emails 15 will hit our system and the other 5 dont.

Is there any particular reason why this happens.

Thanks

waelkd

You can manipulate the group_user table in the database Normally, I wouldn't recommend this, but (Hey, now's a good time to make a backup of your database!) UPDATE group_user SET permission_key='rw', permission_value='1' WHERE user_id='1'; This will give rw rights to all groups listed attached to u...

waelkd

the username root@local is the one giving me no permission, is there anyway to reset it ? Yes, log in with another full admin and give group permissions to root@localhost, if you must. Thats the problem, the only account i was using was root, stupid , yes i know. but is there anyways around this pr...

waelkd

crythias wrote:
waelkd wrote:Message: No Permission to use this frontend module!
This is because there is a group or a blank group added to a module registration (SysConfig) of which the user is not a member.

the username root@local is the one giving me no permission, is there anyway to reset it ?

waelkd

Message: No Permission to use this frontend module!

when i log via admin, system gives me this message, is there anyway i can reset this? or do i have to reinstall otrs?

waelkd

system stopped autosresponse, i checked the log and it says the following [Thu Sep 27 00:24:53 2012][Error][Kernel::System::Email::SMTP::Send][130] Can't use from 'noc@xxxxxx.com': 553Sorry, over your daily relay limit. what is daily relay limit? Edit: apparently goddaddy has an email daily limit of...

waelkd

ok notifcation is now working back normally, but another problem arises, i have a gmail and a hotmail pop accounts, on email settings, the hotmail works fine when i click fetch but the gmail stopped fetching. Thanks EDIT: i created another hotmail account and tested it , and it also gave me this err...

waelkd

Agents sometimes get autoresponse then they dont, any idea why?

waelkd

Lets say i have 10 agents under one group, is it possible to send one email to this whole group , rather then sending it 10 times?

Thanks

waelkd

Please confirm: What does that mean? "I changed the receiving email to gmail"? What exactly did you change? Does this mean, "I sent a ticket request from a gmail account and the gmail account received an autoresponse"? i changed the smtp and pop email from xx@mydomain.com to xxx...

waelkd

ok so here it goes, I changed the recieving email to gmail and everything worked fine, it is only when i place an email from easycgi.com the system doesnt send emails. although emails are recieved by que, and smtp is working fine on easycgi, but its the autoresponse thats not wokring. Any advise on ...

waelkd

ill check the logs tomorrow

One thing though, when i manualy reply to a ticket , it works fine. so this rules out smtp config. error

waelkd

Man i really dont know what more to do, ive been banging my head to the wall for almost two weeks and still nothing. I have an idea though, i am willing to give you admin access and all the needed credentials, just look at it, tell me what am i doing wrong. just point it out. Your help is greatly ap...

waelkd

1) Can you get a ticket into your otrs mailbox Queue without pressing fetch? 2) Does the new ticket send an autoresponse? 1) yes 2)no Doesn't count as an answer. Either the ticket is created or it isn't. The fact that your "My Queues" doesn't increase means you don't have the queue highli...

waelkd

i send an email and the system isnt sending me an automated ticket. Is the ticket being generated? (This isn't the same answer as the system isn't sending the automated ticket.) what do you mean by ticket being geenrated? when i click on fetch i get the ticket into my otrs mailbox Is the ticket get...

waelkd

hye again,Guys i tried everything, restarting cron, setting emails, fetching emails, changing cron to 1, ive tried everything , and still not working, i send an email and the system isnt sending me an automated ticket. Anymore ideas? Edit: btw , can you state the steps of restarting cron, step by st...

waelkd

so i changed the /10 to /1 right In my opinion, I'd use "3"... but then again I think fetching 20 or 60 times an hour is a bit much. I'm more apt to go with procmail to handle instantly, but that's not necessarily an option for Windows. fetching every minute is problematic if you expect h...

waelkd

when i click on the fetch button "manually" the system fetches the test emails i have sent to otrs, so i doubt cron setup is causing the problem If manual works and automatic doesn't, cron would be my first guess, not one that I'd discard. i goto otrs/otrs/bin/otrs.cron4win32.pl right No....

waelkd

when a customer send us a ticket the system isnt opening a ticket Because it's not fetching mail. Check your cron setup. when i click on the fetch button "manually" the system fetches the test emails i have sent to otrs, so i doubt cron setup is causing the problem, but lets say it is , i...

waelkd

Good day guys, So i configured everything within otrs , exactly as i did with the other server, but the only difference is when a customer send us a ticket the system isnt opening a ticket , the system isnt sending an automated email . Any idea on what i might have done wrong? Is it a system error o...

waelkd

So i changed the crown to 1 min, but when i click fetch email ,it keeps loading and loading then it times out

waelkd

i think i found the problem, i need the reply all tab ,when answering an email.

any idea how can i add it?

waelkd

The data of this special customer, or if the ticket was created by email the headers of this mail I have not placed any customer in our system yet, and i dont intend too, because new customers will be comming everyday , i dont want to be creating accounts for everyone of them. I just want them to b...

waelkd

jojo wrote:please show the customer data

I dont follow, show customer data? you mean you want me to post customers i have in customer managment?

waelkd

jojo wrote:anything in the logs (also apache log?)

Is this OTRS 3.1.5?

yes sir this is 3.1.5, and system log shows nothing.

All is looking good

waelkd

jojo wrote:does the customer have a valid mail, how does the popup look like?

yes ,customers email is valid, am trying to send emails from my other email, like am testing it .

popup looks like "please check link below"

Thanks

waelkd

OTRS will do this automatically if you use the "reply" functionality reply is showing but as a drop drown menu,"Please check link below" http://i.imgur.com/MIeBo.jpg so i created a new reply named it william test, when i click it system is still opening a pop up page without the...

waelkd

Hye,

When a customer sends a msg and i want to reply to it , his email doesnt show in the To field, i have to manually insert his email into the to and CC field.

Any idea how to do this automatically?

waelkd

the imap port is fixed in OTRS. if you choose IMAPS the correct port will be used. you can use pop.gmail.com ok buddy worked great. apparently because i had my gmail set on 2 verification systems, one being a password and other ver. system is sending me a pin everytime i need to log , otrs didnt wo...

waelkd

jojo wrote:

For fetching only IMAPS can be used.

imap for gmail is

imap.gmail.com right?

EDIT: and would you please tell me where i can change imap port?

waelkd

jojo wrote:please check on network level if you can access gmail and check with google what protocols are allowed

gmail is working fine, pinged pop.gmail.com and its working fine. can access gmail normally

waelkd

Hye,

Guys whatever domain emails i present on otrs it works except for gmail.

i tried pop3,pop3s, imap,imaps, smtp smtps , changes ports , you name it . and its still not working.

anyone might know why it aint working?

Thanks

waelkd

jojo wrote:the file is named var/cron/postmaster_mailbox or var/cron/postmaster_mailbox.dist

Found it !!

the proper sytanx is /1? <--- as i wanted to refresh every 1 min

right?

And thanks again

waelkd

in var/cron/postmaster_mailbox there is just one line which is not commented out Have also a look on http://unixhelp.ed.ac.uk/CGI/man-cgi?crontab+5 otrs.post mastermailbox.pl isnt found in cron, its in c:\program files <x86>\otrs\otrs\bin anyhow i found the file but theres no single fetch timer on ...

waelkd

Hi waelkd, please don't ask the same question in more than one thread. As already written in the other thread, edit the file postmaster_mailbox (or postmaster_mailbox.dist on Windows) an rebuild the cron tab. You can do this with the Cron4win.pl script or use the scripts for restarting OTRS on wind...

waelkd

otrs/var/cron/* <-- files otrs/bin/Cron.sh restart otrs cant find where to decrease crown setting in cron.sh file heres file info: where do i make the modifications? #!/bin/sh # -- # Cron.sh - start|stop OTRS Cronjobs # Copyright (C) 2001-2009 xxx, http://otrs.org/ # -- # $Id: Cron.sh,v 1.19 2009/0...

waelkd

To be more specific: The file in /opt/otrs/var/cron that you are looking for is postmaster_mailbox You can edit this value to fetch however often you would like. Mine fetches email every two minutes. */2 * * * * $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null After you save this file, you will nee...

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