Znuny and ((OTRS)) Community Edition

I just split a ticket 9 times. The default TicketZoom shows a daunting, useless list of TicketNumbers. *I* went backwards from the code, but for you: Admin, SysConfig Framework, Core::LinkObject LinkObject::ViewMode: Determines the way the linked objects are displayed in each zoom mask. (Change that...

You probably might consider Spiceworks for that task.

I believe the CustomerID of the Customer Company Link must be manually added to a Customer User's CustomerID field. It would be nice/beneficial if that was a dropdown list or AJAX lookup from CustomerIDs in Customer Company, though.

I thought about this after posting:
Match
Header 1: Body: #queue ([Junk|Raw|Misc|Queuename::Subqueue])
Set
Header 1: X-OTRS-FollowUp-Queue [***]

This allows exact choice of queue but misspellings and wrong case are possibly ignored.

At the risk of sounding redundant, it means the credentials provided are not valid.

Short answer: your password/username combination is determined to be incorrect.

Will this help?

Admin, SysConfig
Config Options: Ticket -> Frontend::Agent::Ticket::ViewClose

Ticket::Frontend::AgentTicketClose###TicketType:
If you want to set the ticket type (Ticket::Type needs to be activated).
(Default: No)

here goes: Before: Firstname: * Lastname: * Login: * Email: * CustomerID: * Comment: Theme: (Select your frontend Theme.) Language: (Select your frontend language.) Shown Tickets: (Max. shown Tickets a page in Overview.) QueueView refresh time: (Select your QueueView refresh time.) Closed Tickets: (...

I'd strongly consider a spam filter (spamassassin, assp, postini) or forwarding to a GMail account (because it has good spam filter) but, barring that... Consider this: Assign aliases to your fetching email box, such as junkq@yourdomain.com When fetched, use a postmasterfilter that will Match Header...

This worked for me: Map => [ # note: Login, Email and CustomerID needed! # var, frontend, storage, shown, required, storage-type # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var' ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'Us...

You're absolutely correct about that point. I still don't know if authentication should have been necessary (and I promise I'm not trying to enhance discord at this) for connection to the same box, yet other users would need to provide secure logins. It appears that you can do this: http://manuals.k...

If you feel like it's insecure to relay through an SMTP server (and need authentication, no less) on the same box that you're running OTRS, I really don't know what to say about that.

My guess is your assumption is correct. Then again, SMTPS should generally prevent snooping. If you're on Linux, you could be using your sendmail configuration to handle higher security SMTP AUTH for you, and if you're using Exchange in Windows on your LAN, you could let your Exchange Server handle ...

I hear that http://doc.otrs.org/2.4/en/html/c1572.h ... nding-smtp SMTPS is an option.

You could use a Postmaster Filter for this purpose.

If I may ask, what's the purpose of manually _creating_ a junk queue ticket?

No, once the queue is selected, it should automatically populate the list of agents that have rw for the queue.

I have an idea... Tickets locked by someone else can still have notes (note-external!) appended by non-owners. If you create a Notification (Event) that has the following, the customer should get an email on the posted note: Recipient: Customer Event: Article Create Article Type: note-external Subje...

Owners are provided from a list of agents that have rw access for a Queue.

The Settings bar on the right allows an individual to clear the check box for Escalation in Dashboard.

I think Footer.dtl is the common footer for all admin screens. The following line might be of importance to you in that file.

Code: Select all

<table border="0" width="$Data{"Width"}" cellspacing="0" cellpadding="0">

OTRS can create tickets from received emails, so if the software makes emails, ...

This works already, except it is posted as an external note by default and notification for that to the customer via email doesn't happen by default. I believe I'll need to use a response or notification (event) for note externals.

You might want to make your own form that submits to the email address (which may be an alias for the primary email address) for the Queue.

You can create your own form such as with http://www.jotform.com for any fields you want and have it email your otrs email. The fields will just show up in the body of the email.

... I'm reading something about converted boxes... http://social.technet.microsoft.com/Forums/en/exchange2010/thread/648081dc-0660-4c53-9de0-6f7b66d52093 I was able to workaround this issue by going into the properties on the mailbox, Mailbox Features tab, then disabling POP3, Apply, enable POP3, Ap...

ack. please forgive me. You did say that and I don't know why I duplicated. I really really thought Language.pm would be the answer, and it might have been, but alas, not to be. The System/Time.pm yields not many clues, either, because it's using perl localtime, which only provides for hour in 24 ho...

Admin, Sysconfig Ticket -> Frontend::Agent::Dashboard

It appears that you should be able to copy information between the "Backend" modules, in the order you want.

http://server/otrs/index.pl -> admin
http://server/otrs/customer.pl -> customer login
http://server/otrs/public.pl -> public FAQ

The second one is here: Config Options: Ticket -> Frontend::Agent::ModuleRegistration (Find Phone-Ticket in Frontend::Module###AgentTicketPhone: )

This is a guess, but not conclusive, that Escalation, New, Open are in the order they are by alphabetical order.

I based my post on the assumption that you already had an idea what format you'd like to use, and you'd merely change the formats that exist to the ones you want. For those following: POSIX strftime codes . Change %T to %r %r is replaced by the time in a.m. and p.m. notation; in the POSIX locale thi...

Comment: Access denied for user 'root'@'localhost' (using password: YES) Wrong password provided for root ('root'@'localhost') . You *might* have to \escape certain special characters like $. (th\!\$Way) or make an alphanumeric only password, but make certain it's for 'root'@'localhost'. For others...

MySQL root must have its own password for your installation and you told OTRS installation there was no password for root.

Admin, Signature Click Source Insert <img src="http://webpath.orgcom/path/to/image.jpg" alt="Your Company Name" /> where you want the image (please be kind and not make it 10MB in size). This works wherever Signature is called, and in any Rich Text where it is not. Notably, it *m...

check and modify Kernel/Language/[languagecode].pm (eg, Kernel/Language/en.pm # date formats (%A=WeekDay;%B=LongMonth;%T=Time;%D=Day;%M=Month;%Y=Year;) $Self->{DateFormat} = '%M/%D/%Y %T'; $Self->{DateFormatLong} = '%T - %M/%D/%Y'; $Self->{DateFormatShort} = '%M/%D/%Y'; $Self->{DateInputFormat} = '%...

I'd look at Notification (Event)
TicketQueueUpdate
[specific queue]

Tisar: Thanks for that information. Sometimes I go for the hard solution.

You can't find New message in the dtl files because the code is generated in NavBarLockedTickets.pm $Text = $Self->{LayoutObject}->{LanguageObject}->Get('New message') . " ($LockedData{New})"; $Return{'0999989'} = { Block => 'ItemPersonal', Description => $Text, Name => $Text, Image => 'ne...

Did you find the logs in Admin, System Log?

You can choose "Locked Tickets" in dashboard, btw.

It's interesting that http://lists.otrs.org/pipermail/dev/201 ... 02342.html seems to somewhat have the same type of goal...

Are mcafee messages supposed to go to your otrs inbox? Can you imap against your otrs inbox (or use outlook) and verify "real" tickets versus spam? .. maybe do some hand pruning before import. I agree something doesn't look right. OTOH, you seem to have received and generated the same tick...

from http://technet.microsoft.com/en-us/library/aa998911.aspx Feature Client authentication using Integrated Windows authentication (NTLM) for POP3 and IMAP4 users Comments and mitigation NTLM isn't supported for POP3 or IMAP4 client connectivity. The recommended POP3 and IMAP4 setting alternatives ...

If the signups are via email and not web form, you probably should have a standard spam filter - spamassassin, assp, baracuda that intercepts before otrs is aware of the tickets. If you want to make certain that only current customers can post email tickets, I think I have a post somewhere here.

I'm going to post this, though it won't have anything to do with OTRS... http://john.mcclumpha.org/linux/Build_your_own_SMS_gateway_with_Ubuntu_Linux_and_Gammu/ Basically, it's "set up a serial connection to your cell phone and install gammu on linux." Unfortunately, OTRS isn't (yet) set u...

Clickatell has SMTP gateway for outbound. http://www.clickatell.com/developers/api_smtp.php
For inbound, almost all sms that I've dealt with allow an email address as easily as a phone number...

So you're saying BIG1 should have access to small1's, small2's tickets? but only for tickets that apply to small1, small2 working for BIG1? (and, therefore, the queues...) Should this be a live access thing or would a periodic report be acceptable? Yeah, I'm almost wondering why you have to deal wit...

I should make note that "internal" notes will then be exposed, which may not be in your favor. I point out that I've said before that customers should be generally oblivious to queues... Queues should be categories of tickets for groups of agents, not so much per customer or company. Readi...

Es tut mir leid, wenn diese schlecht Kreuz ist Entsendung, aber ich würde gerne einige Meinungen aus der deutschen Referenten (weil dieses Forum so sehr beschäftigt ist) in Bezug auf meine RandomString.pm (zufällige Zeichenkette) in der englischen HowTo Abschnitt zu erhalten. http://forums.otrs.org/...

I know what I'm about to say will sound snarky, but probably just don't let users create their own accounts. If you want to receive random tickets from people with whom you have not established a relationship, I suppose you could have a generic web form for them to fill out, and achieve the same res...

At a certain point, I wonder if you might not just give the customer an Agent login with read-only access to their queues.

You'll need to be more specific in your need. I provided you the link for setting up customers with Active directory. You've already indicated your awareness of Agents with Active Directory.

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