Znuny Open Source Ticketsystem

I just saw that the mail, the way OTRS shows it contains a
###########LinkHash-2############
after an FTP link.

Soes anybody know where this is coming from?

Hello,

every now and then there are mails which are chopped at some point.
They Are not longer than other mails.
We are using Exchange IMAP.

Can I find some kind of log for the email filter?
Are there known issues with HTML mails?

cool thanks! worked perfectly!

Hello,

we have a case number to a foreign software, and we fill a dynamic field with that number

can I somehow add a link to the AgentTicketZoom that is using the dynamic field?
so that I can look at the foreign ticket system by simply clicking the link?

Hello,

we have HTML mail from our customer.
There is a table in their emails, that is quite important.

when we answer their mails the table is somehow converted into some text representation.

I wonder why the HTML content is not kept the way it was?

Is there a setting for it?

the escalation can be defined in the queue.
is can also be defined in the SLA, if that is used.

But first check your queue

thank you that worked!

hello, I've already solved the problem that follow up mails where not re-opening closed tickets. We forgot the "closed" state in the ExternalTicketNumberRecognition1 now we wanted to also allow follow up mails to re-open tickets that are pending meaning any of the states "penging remi...

so far we have not found any solution for this.

every time we answer the HTML tables in the previous email that are cited are somehow converted to a weird text representation

Hello,

we get emails containing HTML, and when we reply from OTRS,
the HTML that is cited is somehow distorted.
It appears it is converted into some text representation.

Is it possible to keep the HTML content in email conversations as HTML?

Hinrich Aue

the question for a working
ExternalTicketNumberRecognition
was the right one.

I had the states "open;new"
and added "closed" to it...
my bad.

OTrS is complex and there is a lot to learn.

yes, and it recognized the external ticket number in case of the closed ticket and the follow up.
when the ticket is not closed, all the emails are recognized as follow up.
but when the ticket is closed, it does not re-open the ticket, it creates a new one.

can it be the version?
OTRS 5.0.11

it is set to "possible"
I believe that is default anyways

hello, we just realized that closed tickets with the same external ticket number are not re-opened when they have been closed already. even though I set PostmasterFollowUpStateClosed to open is this default behaviour? do I have to work on the follow up recognition? we do not have the OTRS ticket num...

awesome! thanks!

no, setting the owner does not work. as a follow up in this case

hello, I've tried to set the ticket owner by a postmaster filter. it seems to have no effect. i wanted to set X-OTRS-Owner to the USERNAME or NAME or the id tried the same with X-OTRS-OwnerID but it had no effect. the ticket is still set to new, (is that an issue?) how can I set the owner of a ticke...

thank you,

as a non-ideal solution setting the X-OTRS-FollowUp-... in the postmaster filters works.

Next step is creating our own filter and registering it.

since I could not find out how to actually use / test the filter i created
I've tried the postmaster filters.
but they only use for the first email, the follow up mails are all set to "customer"

I guess that is for the follow up filters

I did have a look at the websites.
i am new to this.
I basically did code a .pm file,
but I don'T know where to add that module so it is executed.

Also I don't know how to debug it.

Some help would be highly appreciated!

are you talking about the

PostMaster::PreFilterModule###1-Match

setting?
is that where I would have to set it?
Do I need to find the agents email addresses by sql statement?
Or do I use the OTRS interface?

Hello, I want to set the X-OTRS-ArticleType and X-OTRS-SenderType when an agent answers to a case by email. right now the emails are classified as "customer – email-external" I know i could use postmaster filters, but i don#t want to create a filter for each agent. Can i find out that the ...

I added that attribute to the PostmasterX-Header but it had no effect. now I've created 3 filters, each for one priority I want to parse. problem was that I did not know in which representation the regular expressions would process the email. i checked the database for that and found the text of the...

Damn, I found the error log.

I really have to provide the string for the priority.
From my perspective this seems like a bad idea.

anywho, I'll just rename the priorities to plain numbers

hello, I am trying to set the priority according to a string in the customer email. I am using a regex to find it, but I don'r know the result of the regex. Can it be debugged? however, I am trying to set the value found into the header X-OTRS-Priority I am simply trying to ste the ID of the priorit...

looks like we will setup the environment like this: one mailbox will get all mails from and to customers. mailbox A it will forward to an internal mailbox. OTRS will fetch mails here. mailbox B Answers will be CC'd to mailbox A. A filter will prevent those mails to be forwarded to B to avoid duplica...

Hello, we have a mail account that gets all the ticket correspondence from customers. postmaster picks up the mails, all fine. When we answer the ticket by mail, the postmaster address is in CC. This means that the email will be picket up again by the postmaster and added to the ticket. This doesn't...

yes. had to set the mail to

customer
email-external

now it works.

it might be our email filtering
we have

ArticleType = email-internal
SenderType = system

I guess internal is wrong.

my email server is currently gmail ;) may it be the dispathing? * Dispatching: Dispatching by email To: field. should I set that to a queue? like "postmaster" or "raw"? because the "to" is always the postmaster mail address. edit: this didn't work. to undetstand better:...

otrs.mail.com is the postmaster email address. AKA "OTSR System" to fetch all the mails. I can also see it in the system addresses as "postmaster". edit: What I can see is that the mail cam in from the postmaster mail of course. but it came from the customer, and i expect it to a...

Hello,

we would like to answer our customers not in the CC of the answerm,
but as the recipient.

right now it is always:

to: otrs@mail.com
CC: customer@acme.org

we would like to have

to: customer@acme.org
CC: otrs@mail.com

is there a way to configure this?

using OTRS 5

yea, exactly.

seemed like a silly question, but I couldn't find it.

Hello,

this has been asked multiple times, but I only found solutions for OTRS 4 or lower.

I want to show the owner for the open tickets in the overview panel

Is there just an option in OTRS 5 or do I need to adapt teh code?