Thanks Michiel That is exactly what I finally did !
In Outlook I did a "redirect" so that the sender is still the same. (= the message is being cloned !) Many thanks for your response Greeting, Philippe -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of [email protected] Sent: vendredi, 20. novembre 2009 13:00 To: [email protected] Subject: otrs Digest, Vol 14, Issue 65 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 [email protected] You can reach the person managing the list at [email protected] When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Dead Icons in Navigation Bar ([email protected]) 2. Re: Does OTRS support HTML within tickets? (Michiel Beijen) 3. Re: How to change the automatic deleting of emails in outlook when creating tickets automatically from emails (Michiel Beijen) ---------------------------------------------------------------------- Message: 1 Date: Fri, 20 Nov 2009 08:40:44 +0100 From: [email protected] Subject: Re: [otrs] Dead Icons in Navigation Bar To: "User questions and discussions about OTRS." <[email protected]> Message-ID: <of755e5e8a.a5fa7334-on00257674.0029e30f-c1257674.002a2...@timocom.com> Content-Type: text/plain; charset="iso-8859-1" Well, that?s te problem. I can open OTRS form any PC in out company with my user account and I allways get to see the two broken images. Due to the fact that Internet Explorer is our standard browser for the Software we deploy every thing is tested on it. When I right click an see the "properties" the Images is Linked to "http://hostname/otrs-web/images/Standard/";. I already deleted the cache several times, nothing happen to the broken images, still remain on the same spot. Mit freundlichen Gr??en / Kind regards Markus Moj IT Infrastructure & Services TimoCom Soft- und Hardware GmbH In der Steele 2 D-40599 D?sseldorf Tel: +49 211 88 26 80 14 Fax: +49 211 88 26 70 14 eMail: [email protected] www.TimoCom.com Gesch?ftsf?hrer: Jens Thiermann, Gunther Matzaitis Amtsgericht D?sseldorf, HRB 34489 From: Michiel Beijen <[email protected]> To: "User questions and discussions about OTRS." <[email protected]> Date: 20.11.2009 08:36 Subject: Re: [otrs] Dead Icons in Navigation Bar Sent by: [email protected] Hi Markus, Could it be as simple as a caching issue? If you'd open OTRS from another PC with IE8, but with the same OTRS user account, would you have the same broken images? If you'd right-click on the images, and then select 'properties', you can see the path to the images. What is it? ((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 Fri, Nov 20, 2009 at 7:35 AM, <[email protected]> wrote: > Hello OTRS Friends, > > I?ve run on a problem where I don?t really know how to fix it. First off all > the system specs: > - XEN VM -> CentOS 5.4 Final > - OTRS 2.4.5 (with Bug fixes) > - Apache 2 > - Mod Perl > - IE 8 (showing the dead icons) > - FireFox & Opera & Safari (don?t show the dead icons) > > > (See attached file: NavBar.jpg) > > You can open the attached *.jpg and take a look and you?ll see that there > are two dead icons without any meaning. The link is set to be > http://hostmaster/index.pl and now pic is shown. Now I would like to get rid > of these Icons but I didn?t find any possibility to get rid of same. Has > anybody an idea how to get rid of these two icons? > I?ve already taken a look in SysConfig->Framework but I have to admit, I > didn?t find a single clue where these icons could be enabled. > > I appreciate every post to get rid of the icons. > > Mit freundlichen Gr??en / Kind regards > Markus Moj > IT Infrastructure & Services > > TimoCom Soft- und Hardware GmbH > In der Steele 2 > D-40599 D?sseldorf > Tel: +49 211 88 26 80 14 > Fax: +49 211 88 26 70 14 > eMail: [email protected] > www.TimoCom.com > Gesch?ftsf?hrer: Jens Thiermann, Gunther Matzaitis > Amtsgericht D?sseldorf, HRB 34489 > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20091120/f7e73197/attachment-0001.html> -------------- next part -------------- A non-text attachment was scrubbed... Name: graycol.gif Type: image/gif Size: 105 bytes Desc: not available URL: <http://lists.otrs.org/pipermail/otrs/attachments/20091120/f7e73197/attachment-0002.gif> -------------- next part -------------- A non-text attachment was scrubbed... Name: ecblank.gif Type: image/gif Size: 45 bytes Desc: not available URL: <http://lists.otrs.org/pipermail/otrs/attachments/20091120/f7e73197/attachment-0003.gif> ------------------------------ Message: 2 Date: Fri, 20 Nov 2009 08:57:37 +0100 From: Michiel Beijen <[email protected]> Subject: Re: [otrs] Does OTRS support HTML within tickets? To: "User questions and discussions about OTRS." <[email protected]> Message-ID: <[email protected]> Content-Type: text/plain; charset=UTF-8 Robert, That explains it! To use the Rich Text Editor and to be able to use HTML in outgoing emails, you would need to upgrade to the 2.4 framework. Basically, it means you should install the 2.4 software, and then do the upgrade from 2.1 > 2.2 > 2.3 > 2.4 with the included scripts. Should be pretty straight forward and not take too much time. (oph yes, and take backups before you start!) Please refer to the instructions in the UPGRADING file. 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 Thu, Nov 19, 2009 at 6:59 PM, Robert Slater <[email protected]> wrote: > Michael, > > > > Thanks for the welcome and the super fast response. :) > > > > We?re using OTRS 2.1.3. Right now, when I attempt to include html mark-up in > an email response, or in a template for a response, when I receive my test > email, all the html content (well the ?< and > characters at least) are > being converted to entity references.? I?m not sure if this is happening at > the point that I am editing the template (maybe a setting for the > templates/responses to ?allow HTML content? that I?m missing?) or when it > gets passed off to our SMTP service. Based on you positive response that > OTRS can handle HTML content in messages, my bet is that it?s the SMTP > service that?s set to encode those characters as entities. I wanted to see > if that?s your suspicion as well, before I go off and track down the > documentation? and admins for that system. :) > > > > > > -Robert > > > > From: [email protected] [mailto:[email protected]] On Behalf Of > Michiel Beijen > Sent: Thursday, November 19, 2009 3:13 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Does OTRS support HTML within tickets? > > > > Hi Robert, > > Welcome to the OTRS community! > > Yes, you can use HTML within replies and responses in OTRS. The only place > where we do not (yet) support HTML markup is in the event-based > notification. > > 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 Thu, Nov 19, 2009 at 12:20 AM, Robert Slater <[email protected]> > wrote: > > I only fiddled with this for a few minutes before I figured I?d throw this > out to the list (before trying to figure out which step in the system might > be encoding all my < and >, OTRS or the email server). > > > > Can I include HTML content within an OTRS response, in particular, within > template responses/replies? > > > > Robert Slater > > Web Technologies & Content Coordinator, > Assistant Professor of Library Administration > > 424 Main Library MC-522 > > 1408 W. Gregory Dr. > > Urbana, IL 61801 > > 217-333-4789 > > [email protected] > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > ------------------------------ Message: 3 Date: Fri, 20 Nov 2009 10:04:01 +0100 From: Michiel Beijen <[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: <[email protected]> Content-Type: text/plain; charset=UTF-8 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. > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > ------------------------------ --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! 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