Hi Martin,
Thank you for your suggestion.
I did it as you show. It worked! Strange!
My session showed below.
I can see the follow up test came in the ticket certainly from agent view.
By the way, I could not find otrs log file in spite of Config.pm definition.
Where is log file? Is my config wrong?
shozo
-------------------------------------------------------
[otrs@www OpenTRS]$ cat test.box
From: <[EMAIL PROTECTED]>
To: [EMAIL PROTECTED]
Subject: follow up test
simple test
[otrs@www OpenTRS]$ cat test.box |
/home/sites/site14/OpenTRS/bin/PostMaster.pl
Constant subroutine __need___va_list undefined at
/usr/lib/perl5/5.00503/i386-linux/stdarg.ph line 9.
New Ticket created!
TicketNumber: 2002121210000012
TicketID: 22
Priority: normal
State: new
CustomerID:
Odd number of elements in hash assignment at
/usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305.
Odd number of elements in hash assignment at
/usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305.
Odd number of elements in hash assignment at
/usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305.
Odd number of elements in hash assignment at
/usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305.
From: <[EMAIL PROTECTED]>
To: [EMAIL PROTECTED]
Subject: follow up test
MessageID:
Queue: Raw
[otrs@www OpenTRS]$ cat test2.box
From: <[EMAIL PROTECTED]>
To: [EMAIL PROTECTED]
Subject: [ ??#: 2002121210000012 ] follow up test
simple test
[otrs@www OpenTRS]$ cat test2.box |
/home/sites/site14/OpenTRS/bin/PostMaster.pl
Constant subroutine __need___va_list undefined at
/usr/lib/perl5/5.00503/i386-linux/stdarg.ph line 9.
Follow up Ticket
TicketNumber: 2002121210000012
From: <[EMAIL PROTECTED]>
To: [EMAIL PROTECTED]
Subject: [ ??#: 2002121210000012 ] follow up test
MessageID:
State: open
[otrs@www OpenTRS]$
-------------------------------------------------
Config.pm
## $Self->{TicketHook} = 'Ticket#';
$Self->{TicketHook} = '??#';
# ----------------------------------------------------#
# LogModule #
# ----------------------------------------------------#
# (log backend module)
# $Self->{LogModule} = 'Kernel::System::Log::SysLog';
# $Self->{LogModule} = 'Kernel::System::Log::File';
$Self->{LogModule} = 'Kernel::System::Log::SysLog';
# param for LogModule Kernel::System::Log::File (required!)
$Self->{'LogModule::LogFile'} = '/tmp/otrs.log';
> Hi Shozo,
>
> On Wed, Dec 11, 2002 at 10:45:52PM +0900, murahashi wrote:
> > > > I 'm confusing and I can't find where should I check?
> > >
> > > Check the AdminArea->Queue settings for that queue, and make sure that
the
> > > "Follow up Option" menu is set to "possible" rather than "new ticket"
> > > (assuming the English language files). We've just started using OTRS a
> > > couple of days ago, and had the same problem...
> > >
> > I set 'Follow up option' to 'possible' for RAW queue but it's same.
> > Is there any other settings or configuration?
> > Agent's reply , customer' web request, system autoresponse and add note
> > works good.
> > I'm looking into Postmaseter.pm but ...
> > Any other suggestion?
>
> Ok, set the debug from Kernel/System/PostMaster.pm to 2
>
> [...]
> # for debug 0=off; 1=info; 2=on
> $Self->{Debug} = 2;
> [...]
>
> Put this demo email (without <snip>) in a file (e. g. test.box)
>
> <snip>
> From: <[EMAIL PROTECTED]>
> To: [EMAIL PROTECTED]
> Subject: follow up test
>
> simple test
> </snip>
>
> cat this file through PostMaster.pl (cat test.box |
/path/to/otrs/bin/PostMaster.pl)
> the new ticket should be shown in a queue.
>
> Add the new ticket number to the test.box
>
> <snip>
> From: <[EMAIL PROTECTED]>
> To: [EMAIL PROTECTED]
> Subject: [Ticket#: ?????????] follow up test
>
> simple test
> </snip>
>
> cat it again through PostMaster.pl (cat test.box |
/path/to/otrs/bin/PostMaster.pl)
>
> Is it now a follow up?
>
> What is in the log file between "Global OTRS email handle (PostMaster.pl)
started..."
> and "Global OTRS email handle (PostMaster.pl) stoped."?
>
> > shozo
>
> Martin
>
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