Edit : I have 2.4.4 version (so not the very last one) !!!
-----Original Message-----
From: [email protected] [mailto:[email protected]] On Behalf Of
[email protected]
Sent: lundi, 23. novembre 2009 12:31
To: [email protected]
Subject: otrs Digest, Vol 14, Issue 74
Send otrs mailing list submissions to
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When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."
Today's Topics:
1. Locking tickets in Bulk Action (Martignier, Philippe)
2. Re: How to change the automatic deleting of emails
(Martignier, Philippe)
3. Software Error in Package Manager (Dave Lageweg)
----------------------------------------------------------------------
Message: 1
Date: Mon, 23 Nov 2009 11:53:54 +0100
From: "Martignier, Philippe" <[email protected]>
Subject: [otrs] Locking tickets in Bulk Action
To: "[email protected]" <[email protected]>
Message-ID:
<6f31dc7ebc4465428db5706f309dbb13034194b...@iccv101c.gms02.unicc.org>
Content-Type: text/plain; charset="us-ascii"
Hi there,
By default the system lock tickets when you choose bulk action. I want to
remove that automatism.
I have been able to remove that automatic locking for any other actions with a
research of the parameter RequiredLock in the sysconfig panel.
It works well, but in the Bulkview there is no such parameter ...
Is there a way to disable automatic locking when choosing bulk action ?
Many thanks in advance.
Greetings,
PS : I have the last version of OTRS
Philippe Martignier
Communications Division
Customer Service Section
Email : [email protected]<mailto:[email protected]>
Phone : 00 41 022 338 72 36
Building : GB I
Office : 2,4
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Message: 2
Date: Mon, 23 Nov 2009 12:01:37 +0100
From: "Martignier, Philippe" <[email protected]>
Subject: Re: [otrs] How to change the automatic deleting of emails
To: "'[email protected]'" <[email protected]>
Message-ID:
<6f31dc7ebc4465428db5706f309dbb13034194b...@iccv101c.gms02.unicc.org>
Content-Type: text/plain; charset="iso-8859-1"
Thanks Jack, this is what I did!
But now users will have to delete emails manually in the original mailbox, but
as we say in French : "on ne peut pas avoir le beurre, l'argent du beurre et le
cul de la cr?mi?re" :)
-----Original Message-----
From: [email protected] [mailto:[email protected]] On Behalf Of
[email protected]
Sent: lundi, 23. novembre 2009 00:44
To: [email protected]
Subject: otrs Digest, Vol 14, Issue 71
Send otrs mailing list submissions to
[email protected]
To subscribe or unsubscribe via the World Wide Web, visit
http://lists.otrs.org/cgi-bin/listinfo/otrs
or, via email, send a message with subject or body 'help' to
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You can reach the person managing the list at
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When replying, please edit your Subject line so it is more specific
than "Re: Contents of otrs digest..."
Today's Topics:
1. Re: freefield autofill (James Morgan)
2. Re: How to change the automatic deleting of emails in
outlook when creating tickets automatically from emails
(Jie(Jack) Zhu)
3. Re: freefield autofill (Marco Vannini)
----------------------------------------------------------------------
Message: 1
Date: Mon, 23 Nov 2009 09:54:45 +1100
From: "James Morgan" <[email protected]>
Subject: Re: [otrs] freefield autofill
To: "User questions and discussions about OTRS." <[email protected]>
Message-ID:
<[email protected]>
Content-Type: text/plain; charset="us-ascii"
I did something similar to this with RT and OTRS. There's a department
here that uses RT and we use OTRS, so I wrote a script that can accept
the piped output from sendmail (as an alias), parse the message subject
(which had the RT number in it) and add the RT number to one of the
FreeText fields. It also did a MySQL lookup on the ticket table to work
out which ticket number in OTRS was correct for that RT number and then
modified the subject line of the message to suit (added [Ticket#...]
because RT strips it out).
I suggest it might be a decent option for you.
From: [email protected] [mailto:[email protected]] On Behalf Of
Marco Vannini
Sent: Monday, 23 November 2009 9:36 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] freefield autofill
yes, it should be something like this.
ie, this is the incoming mail
from: ConfigurationManager
to: deployment, otrs
Subject: REV-EBIS version REV-EBIS_209.0.6.B1_IT Available for Test
Environment
Body:
Availability in System Test environment.
Release REV-EBIS version REV-EBIS_209.0.6.B1_IT available for System
Test environment on the Italian StarTeam server
Project: Business_Intelligence
View: REV-EBIS_209.0.6.B1_IT
CR implemented: n.a.
Bug Solved: 75948;76004
for the last two row I would like to get (for CR) n.a (or the values
that could be present) and (for Bug Solved) 75948;76004 and populate
freetext7 and freetext8 respectively.
On Sun, Nov 22, 2009 at 11:25 PM, James Morgan
<[email protected]> wrote:
Sorry, I don't understand the request. Are you wanting to parse the
incoming message and then set FreeText fields accordingly?
From: [email protected] [mailto:[email protected]] On Behalf Of
Marco Vannini
Sent: Saturday, 21 November 2009 2:43 AM
To: User questions and discussions about OTRS.
Subject: [otrs] freefield autofill
Hi all,
Is there anyone that has an freefield autofiller just ready and
modifiable ? I mean something like a mysql trigger or something else
that parse incoming mail (so insert into) and take values and update the
same record ?
thanks in advance.
MV
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Message: 2
Date: Sun, 22 Nov 2009 18:10:24 -0500
From: "Jie\(Jack\) Zhu" <[email protected]>
Subject: Re: [otrs] How to change the automatic deleting of emails in
outlook when creating tickets automatically from emails
To: "'User questions and discussions about OTRS.'" <[email protected]>
Message-ID: <003d01ca6bc9$03b013b0$0b103b...@[email protected]>
Content-Type: text/plain; charset="UTF-8"
Hi Philippe,
To work around, I think you could probably set up an e-mail forwarding which
forwards all e-mails to another mailbox when they come into your mail server.
Maybe this is a easy way to achieve those e-mails.
Regards,
Jack
-----Original Message-----
From: Michiel Beijen [mailto:[email protected]]
Sent: Friday, November 20, 2009 4:04 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] How to change the automatic deleting of emails in outlook
when creating tickets automatically from emails
Hi Philippe,
There is no setting in OTRS that will help you with this; OTRS can
read emails from IMAP and POP mailboxes but will always delete those,
in order to prevent duplicate tickets and such.
I would recommend to set up a separate mailbox for OTRS. Now, on the
existing mailbox, create a filter that will forward the email to OTRS
based on your criteria (probably something like IF from !=
mydomain.example THEN FORWARD to otrs) and have OTRS process it.
Hope this helps,
((enjoy))
-
Michiel Beijen
R&D
OTRS AG
Norsk-Data-Str 1.
61352 Bad Homburg
Deutschland
T: +31 (0) 6457 42418
F: +49 (0) 9421 56818-18
I: http://www.otrs.com/
Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial
register: 10751, Tax ID: 003 240
97505 Chairman of the Board: Burchard Steinbild, Managing Board: Andr?
Mindermann (CEO), Martin Edenhofer
CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more
about OTRS at booth no. 12 from Nov 24-25, 2009!
On Wed, Nov 18, 2009 at 5:20 PM, Martignier, Philippe
<[email protected]> wrote:
> Hello there,
>
>
>
> Maybe a dummy question, but here is the problem I have now:
>
>
>
> Lets say I have one email.
>
>
>
> Tickets are generated from that email.
>
>
>
> The problem is that once the ticket is created, the email (in outlook) is
> gone.
>
>
>
> Do you know if there is a parameter I can change to avoid that ?
>
>
>
> I tried to use Postmaster filters and to play with this and even if I set
> the X-OTRS-Ignore to ?Yes? the email is still deleted (and the ticket is not
> created but that is normal J
>
>
>
> Many thanks for any kind of response!
>
>
>
> Greetings
>
>
>
> Philippe
>
>
>
> PS : my goal is to do a filtering for internal messages only and to keep
> them.
>
> Internal messages should not be created as tickets but have to stay in
> Outlook.
>
> Messages that comes from customers (=external) should be created as tickets
> and deleted from Outlook.
>
>
>
> Philippe Martignier
>
> Communications Division
>
> Customer Service Section
>
> Email : [email protected]
>
> Phone : 00 41 022 338 72 36
>
> Building : GB I
>
> Office : 2,4
>
>
>
> World Intellectual Property Organization Disclaimer:
>
> This electronic message may contain privileged, confidential and
> copyright protected information. If you have received this e-mail
> by mistake, please immediately notify the sender and delete this
> e-mail and all its attachments. Please ensure all e-mail attachments
> are scanned for viruses prior to opening or using.
>
> ---------------------------------------------------------------------
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> Archive: http://lists.otrs.org/pipermail/otrs
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>
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------------------------------
Message: 3
Date: Mon, 23 Nov 2009 00:43:25 +0100
From: Marco Vannini <[email protected]>
Subject: Re: [otrs] freefield autofill
To: "User questions and discussions about OTRS." <[email protected]>
Message-ID:
<[email protected]>
Content-Type: text/plain; charset="windows-1252"
Yes it might be, I thought that a trigger could be faster end easiest and
would not impact the normal and clean flow that PostMasterMailbox
implements. I was thinking at a script that could be executed by the
GenericAgent too but I cannot see how having just ARG[0] and ARG[1] that I
think they are not enougth for my job. So, probably I'll go through a
fetchmail/procmail solution that I think it's similar to what you told me.
Thank you very mutch.
cheers.
MV
On Sun, Nov 22, 2009 at 11:54 PM, James Morgan
<[email protected]>wrote:
> I did something similar to this with RT and OTRS. There?s a department
> here that uses RT and we use OTRS, so I wrote a script that can accept the
> piped output from sendmail (as an alias), parse the message subject (which
> had the RT number in it) and add the RT number to one of the FreeText
> fields. It also did a MySQL lookup on the ticket table to work out which
> ticket number in OTRS was correct for that RT number and then modified the
> subject line of the message to suit (added [Ticket#...] because RT strips it
> out).
>
>
>
> I suggest it might be a decent option for you.
>
>
>
> *From:* [email protected] [mailto:[email protected]] *On Behalf Of
> *Marco Vannini
> *Sent:* Monday, 23 November 2009 9:36 AM
>
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] freefield autofill
>
>
>
> yes, it should be something like this.
>
>
>
> ie, this is the incoming mail
>
>
>
> from: ConfigurationManager
>
> to: deployment, otrs
>
> Subject: REV-EBIS version REV-EBIS_209.0.6.B1_IT Available for Test
> Environment
>
> Body:
>
> Availability in System Test environment.
>
> Release REV-EBIS version REV-EBIS_209.0.6.B1_IT available for System Test
> environment on the Italian StarTeam server
>
> Project: Business_Intelligence
>
> View: REV-EBIS_209.0.6.B1_IT
>
> CR implemented: n.a.
>
> Bug Solved: 75948;76004
>
>
>
> for the last two row I would like to get (for CR) n.a (or the values that
> could be present) and (for Bug Solved) 75948;76004 and populate freetext7
> and freetext8 respectively.
>
>
>
>
>
>
>
> On Sun, Nov 22, 2009 at 11:25 PM, James Morgan <[email protected]>
> wrote:
>
> Sorry, I don?t understand the request. Are you wanting to parse the
> incoming message and then set FreeText fields accordingly?
>
>
>
> *From:* [email protected] [mailto:[email protected]] *On Behalf Of
> *Marco Vannini
> *Sent:* Saturday, 21 November 2009 2:43 AM
> *To:* User questions and discussions about OTRS.
> *Subject:* [otrs] freefield autofill
>
>
>
> Hi all,
>
>
>
> Is there anyone that has an freefield autofiller just ready and modifiable
> ? I mean something like a mysql trigger or something else that parse
> incoming mail (so insert into) and take values and update the same record ?
>
>
>
> thanks in advance.
>
>
>
> MV
>
>
>
>
>
>
> ---------------------------------------------------------------------
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>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/
>
>
>
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Message: 3
Date: Mon, 23 Nov 2009 12:30:42 +0100
From: Dave Lageweg <[email protected]>
Subject: [otrs] Software Error in Package Manager
To: "[email protected]" <[email protected]>
Message-ID: <[email protected]>
Content-Type: text/plain; charset="us-ascii"
Hi All,
Because I had problems on my windows installation i installed a clean Ubuntu
server and installed all modules and OTRS 2.4.5 on it.
My OTRS is pointing to a MSSQL database and everything looked fine last week.
Package Manager under admin was working but it did not showed me the ITSM
modules unfortunately.
I know i tried a install of package but can't remember now which one (i had to
help a customer the rest of the week and could not go further...).
When i now go to admin and then to package manager i get the following software
error:
Software error: not properly closed tag 'File'
Does anybody have any idea how to solve this?
Thanks in advance!
Best,
Dave
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