Znuny Open Source Ticketsystem

I filter incoming messages by create: - *@domain.com
with - yes
or - yes

Try yourself

On 6.0.22 fix make it worse with error 500 after closing ticket and thin in log:
[Tue Dec 22 13:20:12 2020] otrs.Daemon.pl: DBD::mysql::st execute failed: called with 1 bind variables when 0 are needed at /opt/otrs/Kernel/System/DB.pm line 693.
ERROR: OTRS-otrs.Console.pl-Maint::Survey::RequestsSend ...

It works but imo that's can make some bad stuff.

After applying that i get:

Changed customer to "CustomerID=no-replay@3-party-web-form.com;CustomerUser=customermail@customercompany.com;". (CustomerUpdate)

CustomerUser - Great !

CustomerID is from sender and it's not real CustomerID for that ...

How will you be able to connect answers from customer to your ticket without it? Body?

Check manual:
https://doc.otrs.com/doc/manual/admin/6.0/en/html/ConfigReference_Section_Core_Ticket.html

Use option none.

Ticket::SubjectFormat
The format of the subject. 'Left' means '[TicketHook#:12345 ...

I know that, but I would like to inform customer that I will close ticket. If I do autoclose customer don't get any notification - that my point.

Hi,

i couldn't find direct answer in forum.

Customer send request, Agents answer it and ticket have OPEN state.

I know you can set up escalation times for update etc. If i get it corretly only Agents recive notyfication.

I would like to send notyfication to customer that we send answer to his ...

If any have any clue or can show me direction i will grateful.

I would try filter incoming email by adding a filter:
Search header field: CC
Value: your-helpdesk-mail@domain.com
and set
X-OTRS-Ignore
yes
Done!
It will ignore all, so i assume that all ticket come with your domain in TO field.

Hi,

i get messages from 3-party web form with a request for help. Sadly i can't change how form is generate. It is as it is.

I get message with:
From: no-replay@3-party-web-form.com
To: helpdesk@mydomain.com
Cc: customermail@customerdomain.com

Can i make mail filter when
Search header field ...

Invalid email address Sender otrs@localhost
change sender

Reinstall otrs? Update to newest version?

After upgrade from 6.0.19 to 6.0.20 i move /opt/otrs/Kernel/Config.pm from last version but i didn't copy /opt/otrs/var/ i now when i change Admin Mail every thing work just fine.

i miss understand from admin manual: :roll: :oops:
root> cd OTRS-BACKUP/var/stats
root> cp *.installed /opt/otrs/var ...

You need to first change user to otrs using sudo and su
type: type sudo password and then paste your command

Hi,

i have otrs 6.0.19 and lastly i have a problem with receiving a reset password from our helpdesk. I try read all post but only answer i saw was about right user name and password to connect to smtp server. If i did't find answer with was posted i sorry for that. I lost about 20 h trying to ...