Re: [otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch

[DHilsbos]

David;

Look beyond the error message itself, and you find that the original message 
comes from... OTRS.  Transferred directly to my internal Exchange server, as it 
should (and does) do with all OTRS communications.  This communication, 
apparently from one of the cron job(s) doesn't use correct email addresses.

Received: from otrs.performair.com () by 
  with Microsoft SMTP Server id 14.3.248.2; Tue, 8 
Mar 2016
 18:10:42 -0700
Content-Type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: quoted-printable
MIME-Version: 1.0
Subject: OTRS Scheduler Daemon Cron: MailAccountFetch
X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/)
X-Mailer: OTRS Mail Service (5.0.5)
Date: Tue, 8 Mar 2016 18:10:46 -0700
Message-ID: <1457485846.16460.3115273...@otrs.performair.com>
To: 
Organization: McGown Enterprises
From: OTRS Notifications 
Return-Path: o...@otrs.performair.com
X-TM-AS-Product-Ver: SMEX-11.1.0.1239-7.500.1018-22178.006
X-TM-AS-Result: No--0.464500-5.00-31
X-TM-AS-User-Approved-Sender: No
X-TM-AS-User-Blocked-Sender: No

Higlights:
Received: from otrs.performair.com
Subject: OTRS Scheduler Daemon Cron: MailAccountFetch
From: OTRS Notifications   (WTH does this address com 
from?)

How can I get the Cron job(s) to not send email to my mail infrastructure?

Thank you,

Dominic L. Hilsbos, MBA, CSDA 
Director - Information Technology 
Perform Air International Inc.

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David 
Boyes
Sent: Wednesday, March 09, 2016 9:08 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch



> On Mar 9, 2016, at 10:26 AM, "dhils...@performair.com" 
>  wrote:
> 
> David;
> 
> The message is coming from OTRS, of course the MTA is unconfigured, the only 
> thing the server does is run OTRS.

The message you quoted is an Exchange message, so the problem is there. 
Exchange (stupidly) has filters for common misconfigurations which are usually 
not helpful.

> 
> Why is there a piece of OTRS that is trying to send mail to server superuser 
> account?  What does this email (from an OTRS daemon) likely indicate?

OTRS sends mail to root about configuration problems, as root is most likely to 
be the one that can fix it. 

>From the subject line, the message is probably a notification that the OTRS 
>scheduler is not running (just a guess) or that there's a problem fetching new 
>mail. It's probably sending the message to all the OTRS admin ids, which 
>include root by default.

> 
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Re: [otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch

[David Boyes]

> On Mar 9, 2016, at 10:26 AM, "dhils...@performair.com" 
>  wrote:
> 
> David;
> 
> The message is coming from OTRS, of course the MTA is unconfigured, the only 
> thing the server does is run OTRS.

The message you quoted is an Exchange message, so the problem is there. 
Exchange (stupidly) has filters for common misconfigurations which are usually 
not helpful.

> 
> Why is there a piece of OTRS that is trying to send mail to server superuser 
> account?  What does this email (from an OTRS daemon) likely indicate?

OTRS sends mail to root about configuration problems, as root is most likely to 
be the one that can fix it. 

>From the subject line, the message is probably a notification that the OTRS 
>scheduler is not running (just a guess) or that there's a problem fetching new 
>mail. It's probably sending the message to all the OTRS admin ids, which 
>include root by default.

> 
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Re: [otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch

[DHilsbos]

David;

The message is coming from OTRS, of course the MTA is unconfigured, the only 
thing the server does is run OTRS.

Why is there a piece of OTRS that is trying to send mail to server superuser 
account?  What does this email (from an OTRS daemon) likely indicate?

Thank you,

Dominic L. Hilsbos, MBA, CSDA 
Director - Information Technology 
Perform Air International Inc.


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of David 
Boyes
Sent: Wednesday, March 09, 2016 8:02 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch

Look into configuring a real host name for outgoing mail (or rewrite all 
outgoing headers to u...@performair.com) in your MTA configuration. That 
message usually triggers due to Exchange detecting unconfigured mail servers. 
'Root@localhost' is usually a sign of an unconfigured system.

> On Mar 9, 2016, at 9:51 AM, "dhils...@performair.com" 
>  wrote:
> 
> All;
> 
> I'm receiving several of the below emails every day.
> 
> From: Dominic Hilsbos
> Sent: Tuesday, March 08, 2016 7:13 PM
> To: Dominic Hilsbos
> Subject: Undeliverable: OTRS Scheduler Daemon Cron: MailAccountFetch
> 
>  rejected your message to the following e-mail 
> addresses:
> root@localhost
>  gave this error:
> Hop count exceeded - possible mail loop A problem occurred during the 
> delivery of this message. Please try to resend the message later. If the 
> problem continues, contact your helpdesk.
> 
> Diagnostic information for administrators:
> Generating server: performair.com
> root@localhost
>  #554 5.4.6 Hop count exceeded - possible mail 
> loop ## Original message headers:
> 
> Received: from otrs.performair.com () by  Exchange Server>
> (192.168.150.22) with Microsoft SMTP Server id 14.3.248.2; Tue, 8 Mar 
> 2016
> 18:10:42 -0700
> Content-Type: text/plain; charset="utf-8"
> Content-Disposition: inline
> Content-Transfer-Encoding: quoted-printable
> MIME-Version: 1.0
> Subject: OTRS Scheduler Daemon Cron: MailAccountFetch
> X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/)
> X-Mailer: OTRS Mail Service (5.0.5)
> Date: Tue, 8 Mar 2016 18:10:46 -0700
> Message-ID: <1457485846.16460.3115273...@otrs.performair.com>
> To: 
> Organization: McGown Enterprises
> From: OTRS Notifications 
> Return-Path: o...@otrs.performair.com
> X-TM-AS-Product-Ver: SMEX-11.1.0.1239-7.500.1018-22178.006
> X-TM-AS-Result: No--0.464500-5.00-31
> X-TM-AS-User-Approved-Sender: No
> X-TM-AS-User-Blocked-Sender: No
> 
> How can I configure OTRS to either not send whatever this email is, or to 
> send it correctly (i.e. from a proper email address, and to a proper email 
> address)?
> 
> This behavior just started a couple days ago, though we've been running OTRS 
> for several months.  I upgrade OTRS from 5.0.5 to 5.0.7 last night, but 
> received 4 more of these this morning. 
> 
> Thank you,
> 
> Dominic L. Hilsbos, MBA, CSDA
> Director - Information Technology
> Perform Air International Inc.
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] Modify Ticket Close State

[DHilsbos]

Susan;

That got me where I wanted to go, thank you.

Thank you,

Dominic L. Hilsbos, MBA, CSDA 
Director - Information Technology 
Perform Air International Inc. 


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Susan 
Dittmar
Sent: Wednesday, March 09, 2016 3:21 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Modify Ticket Close State

dhils...@performair.com schrieb:
>I had a technician close a ticket with a state of "closed unsuccessful," 
>when in fact it should have been "closed successful."
>
>Where can I go in the tables to change that?

If you really want to do it in the database directly, here's how I would get to 
it. I'm going from memory here, so consult mysql manuals in case of any doubts.

- log into mysql (either as root or as otrs user, as you need read/write access
- "use otrs;" to chooose the database
- "show tables;" to list all tables

You will need several tables. There's the ticket state table for one. I don't 
know the exact name, I assume ticket_state.
- "explain ticket_state;" to have mysql tell you about all fields in this table
- "select * from ticket_state;" (short list probably) to list all entries

This will give you the state ids you need: The id for "closed unsuccessfully" 
and the id for "closed successfully".

Now on to exploring where the ticket state is saved. If I remember correctly, 
that's either in the ticket table or in the article table. Have mysql tell you 
that via "explain ticket;".

You do not want to do a "select * from ticket" without more details. But you 
should know the ticket number for the offending ticket. So you can look at the 
current entry via "select * from ticket where tn="your ticket number";"

(Read the rest completely before executing!)

Now to change the value, once you are very sure you know the where statement 
will select the right table row, it's something like (I'm guessing the names, 
verify them!)

"update ticket set state_id= where tn="your ticket 
number";"

(replace table name, field name, and the id for the "closed successfully" state 
in this command!)

Before you do that update command, first lock the otrs tables via "lock tables 
otrs.*;" (look up syntax if mysql objects). Then repeat the last select command 
to ensure your where clause is still the correct one. Only you can do changes 
now, so once this is verified, no one can spoil it any more. Then you do the 
update. And then you do "unlock tables;" so others can work with the database 
again. The more users your OTRS system has, the better prepare this block of 
commands, as no one can change anything in the system while you keep the tables 
locked. Which is exactly why you lock them in the first place!

Hope that helps you along,

Susan

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Re: [otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch

[David Boyes]

Look into configuring a real host name for outgoing mail (or rewrite all 
outgoing headers to u...@performair.com) in your MTA configuration. That 
message usually triggers due to Exchange detecting unconfigured mail servers. 
'Root@localhost' is usually a sign of an unconfigured system.

> On Mar 9, 2016, at 9:51 AM, "dhils...@performair.com" 
>  wrote:
> 
> All;
> 
> I'm receiving several of the below emails every day.
> 
> From: Dominic Hilsbos 
> Sent: Tuesday, March 08, 2016 7:13 PM
> To: Dominic Hilsbos
> Subject: Undeliverable: OTRS Scheduler Daemon Cron: MailAccountFetch
> 
>  rejected your message to the following e-mail 
> addresses:
> root@localhost
>  gave this error:
> Hop count exceeded - possible mail loop 
> A problem occurred during the delivery of this message. Please try to resend 
> the message later. If the problem continues, contact your helpdesk.
> 
> Diagnostic information for administrators:
> Generating server: performair.com
> root@localhost
>  #554 5.4.6 Hop count exceeded - possible mail loop ##
> Original message headers:
> 
> Received: from otrs.performair.com () by  Exchange Server>
> (192.168.150.22) with Microsoft SMTP Server id 14.3.248.2; Tue, 8 Mar 2016
> 18:10:42 -0700
> Content-Type: text/plain; charset="utf-8"
> Content-Disposition: inline
> Content-Transfer-Encoding: quoted-printable
> MIME-Version: 1.0
> Subject: OTRS Scheduler Daemon Cron: MailAccountFetch
> X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/)
> X-Mailer: OTRS Mail Service (5.0.5)
> Date: Tue, 8 Mar 2016 18:10:46 -0700
> Message-ID: <1457485846.16460.3115273...@otrs.performair.com>
> To: 
> Organization: McGown Enterprises
> From: OTRS Notifications 
> Return-Path: o...@otrs.performair.com
> X-TM-AS-Product-Ver: SMEX-11.1.0.1239-7.500.1018-22178.006
> X-TM-AS-Result: No--0.464500-5.00-31
> X-TM-AS-User-Approved-Sender: No
> X-TM-AS-User-Blocked-Sender: No
> 
> How can I configure OTRS to either not send whatever this email is, or to 
> send it correctly (i.e. from a proper email address, and to a proper email 
> address)?
> 
> This behavior just started a couple days ago, though we've been running OTRS 
> for several months.  I upgrade OTRS from 5.0.5 to 5.0.7 last night, but 
> received 4 more of these this morning. 
> 
> Thank you,
> 
> Dominic L. Hilsbos, MBA, CSDA 
> Director - Information Technology
> Perform Air International Inc.
> -
> 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
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[otrs] FW: OTRS Scheduler Daemon Cron: MailAccountFetch

[DHilsbos]

All;

I'm receiving several of the below emails every day.

From: Dominic Hilsbos 
Sent: Tuesday, March 08, 2016 7:13 PM
To: Dominic Hilsbos
Subject: Undeliverable: OTRS Scheduler Daemon Cron: MailAccountFetch

 rejected your message to the following e-mail addresses:
root@localhost
 gave this error:
Hop count exceeded - possible mail loop 
A problem occurred during the delivery of this message. Please try to resend 
the message later. If the problem continues, contact your helpdesk.

Diagnostic information for administrators:
Generating server: performair.com
root@localhost
 #554 5.4.6 Hop count exceeded - possible mail loop ##
Original message headers:

Received: from otrs.performair.com () by 
 (192.168.150.22) with Microsoft SMTP Server id 14.3.248.2; Tue, 8 Mar 2016
 18:10:42 -0700
Content-Type: text/plain; charset="utf-8"
Content-Disposition: inline
Content-Transfer-Encoding: quoted-printable
MIME-Version: 1.0
Subject: OTRS Scheduler Daemon Cron: MailAccountFetch
X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/)
X-Mailer: OTRS Mail Service (5.0.5)
Date: Tue, 8 Mar 2016 18:10:46 -0700
Message-ID: <1457485846.16460.3115273...@otrs.performair.com>
To: 
Organization: McGown Enterprises
From: OTRS Notifications 
Return-Path: o...@otrs.performair.com
X-TM-AS-Product-Ver: SMEX-11.1.0.1239-7.500.1018-22178.006
X-TM-AS-Result: No--0.464500-5.00-31
X-TM-AS-User-Approved-Sender: No
X-TM-AS-User-Blocked-Sender: No

How can I configure OTRS to either not send whatever this email is, or to send 
it correctly (i.e. from a proper email address, and to a proper email address)?

This behavior just started a couple days ago, though we've been running OTRS 
for several months.  I upgrade OTRS from 5.0.5 to 5.0.7 last night, but 
received 4 more of these this morning. 

Thank you,

Dominic L. Hilsbos, MBA, CSDA 
Director - Information Technology
Perform Air International Inc.
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Re: [otrs] CUSTOMER LOGIN PAGE

[Leonardo Certuche]

Hello,

There is one addon developed for that:
http://otrsaddons.com/node/4857

It's for version 3.1 but you could edit the opm file on the line that says

3.1.x

Change it to your OTRS version and try.

If you have OTRS 4, there is a feature for system maintenance:
http://otrs.github.io/doc/manual/admin/4.0/en/html/administration.html#adminarea-systemmaintenance


On 9 March 2016 at 08:14, André Cavalcante  wrote:

> Hi there,
>
> Can I write a message on the CUSTOMER LOGIN page? Please see the attached
> image.
>
> --
> *André Luiz C. e Cavalcante*
>
>
> -
> 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
>
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[otrs] Multiple customer company backends

[Finetti, Stefano]

Hi,
I know that OTRS supports mutiple backends for Customer Users (mapping them
on Config.pm). Is this valid also for Customer Company?

So to speak, can I put into Config.pm

$Self->{CustomerCompany} = {
Params => {
..

and

$Self->{CustomerCompany*1*} = {
Params => {
.

etc. etc.?

Thanks

-- 
*Lynx International Srl*
*Stefano Finetti*
*http://www.lynx-international.com *

*Lynx International Srl is a part of AXED Group*
Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina

-- 
This e-mail and any files transmitted contain documentation which is highly 
confidential and intended solely for the use of the individual or entity to 
whom they are addressed. All written data and other information in the 
documentation is and shall remain the property of the disclosing party. If 
you are not the intended recipient you are hereby formally notified that 
any disclosure, dissemination, forwarding, storing, copying or use of any 
of the information is strictly prohibited and will be legally pursued. If 
you received this in error, please contact the sender and destroy the 
documentation including deletion of the same from any computer. Thank you.
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Re: [otrs] CUSTOMER LOGIN PAGE

[Martin JERGA]

Hello,

You can use ProductNews addon 
http://opar.perl-services.de/dist/ProductNews-5.0.2

Martin

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of André 
Cavalcante
Sent: Wednesday, March 9, 2016 2:15 PM
To: User questions and discussions about OTRS. 
Subject: [otrs] CUSTOMER LOGIN PAGE

Hi there,

Can I write a message on the CUSTOMER LOGIN page? Please see the attached image.

--
André Luiz C. e Cavalcante

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[otrs] CUSTOMER LOGIN PAGE

[André Cavalcante]

Hi there,

Can I write a message on the CUSTOMER LOGIN page? Please see the attached
image.

-- 
*André Luiz C. e Cavalcante*
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Re: [otrs] Modify Ticket Close State

[Susan Dittmar]

dhils...@performair.com schrieb:
I had a technician close a ticket with a state of "closed unsuccessful," 
when in fact it should have been "closed successful."


Where can I go in the tables to change that?


If you really want to do it in the database directly, here's how I would get to 
it. I'm going from memory here, so consult mysql manuals in case of any doubts.


- log into mysql (either as root or as otrs user, as you need read/write access
- "use otrs;" to chooose the database
- "show tables;" to list all tables

You will need several tables. There's the ticket state table for one. I don't 
know the exact name, I assume ticket_state.

- "explain ticket_state;" to have mysql tell you about all fields in this table
- "select * from ticket_state;" (short list probably) to list all entries

This will give you the state ids you need: The id for "closed unsuccessfully" 
and the id for "closed successfully".


Now on to exploring where the ticket state is saved. If I remember correctly, 
that's either in the ticket table or in the article table. Have mysql tell you 
that via "explain ticket;".


You do not want to do a "select * from ticket" without more details. But you 
should know the ticket number for the offending ticket. So you can look at the 
current entry via "select * from ticket where tn="your ticket number";"


(Read the rest completely before executing!)

Now to change the value, once you are very sure you know the where statement 
will select the right table row, it's something like (I'm guessing the names, 
verify them!)


"update ticket set state_id= where tn="your ticket 
number";"

(replace table name, field name, and the id for the "closed successfully" state 
in this command!)


Before you do that update command, first lock the otrs tables via "lock tables 
otrs.*;" (look up syntax if mysql objects). Then repeat the last select command 
to ensure your where clause is still the correct one. Only you can do changes 
now, so once this is verified, no one can spoil it any more. Then you do the 
update. And then you do "unlock tables;" so others can work with the database 
again. The more users your OTRS system has, the better prepare this block of 
commands, as no one can change anything in the system while you keep the tables 
locked. Which is exactly why you lock them in the first place!


Hope that helps you along,

Susan

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Re: [otrs-de] TicketHook ändern

[Florian Edlhuber]

Hallo,

09.03.2016 10:13 - jan.dre...@bertelsmann.de schrieb:
> Am 09.03.2016 um 09:30 schrieb Josef1 Penzkofer 
> :
>> Allerdings hab ich das mal bei unserer Installation getestet 
>> und bei der Nachfrage aus der Betreffzeile den Ticket-Hook 
>> einfach gelöscht - es stand nur mehr die Ticketnummer und der 
>> Tickettitel in der Betreffzeile.
> Korrekt. Zur Erkennung der Ticketnummer im Betreff wird 
> (bei OTRS 3.3, das wird sich aber kaum geändert haben) diese 
> RegExp herangezogen (Beispiel aus „DateChecksum“):
> (...)
> TicketHook und -Divider sind also ebenfalls essentiell.

das wusste ich nicht. Danke :)

> Meine Empfehlung wäre, den alten Ticket-Hook über „ExternalTicketNumber“ 
> zu registrieren und für alte Tickets das entsprechende dynamische Feld 
> zu füllen (evtl. per GenericAgent).

Oh, das hört sich interessant an. Aber wenn Du ExternalTicketNumber 
verwendest schreibt der das ja direkt in ein dynamisches Feld.

> Alternativ kann man natürlich auch im Quelltest rumwurschteln und 
> den alten Ticketholk in den regulären Ausdruck einbauen. Das ist 
> aber eher unelegant ...

Dann lieber
PostMaster::CheckFollowUpModule###0200-References

aktivieren. Funktioniert bei mir seit Jahren (auch ohne Ticketnummer im
Betreff)

--
Florian

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Re: [otrs-de] Antw: Re: TicketHook ändern

[Jan.Dreyer]

Hallo.

> Am 09.03.2016 um 09:30 schrieb Josef1 Penzkofer 
> :
> 
> Hallo Florian,
> 
> das hätte ich auch gesagt.
> 
> Allerdings hab ich das mal bei unserer Installation getestet und bei der
> Nachfrage aus der Betreffzeile den Ticket-Hook einfach gelöscht - es stand nur
> mehr die Ticketnummer und der Tickettitel in der Betreffzeile.
> 
> Dies hatte zur folge, dass aus der vermeintlichen Nachfrage ein neues ticket
> erzeugt wurde.

Korrekt. Zur Erkennung der Ticketnummer im Betreff wird (bei OTRS 3.3, das wird 
sich aber kaum geändert haben) diese RegExp herangezogen (Beispiel aus 
„DateChecksum“):
—
/\Q$TicketHook$TicketHookDivider\E(\d{8}$SystemID\d{4,40})/i
—
TicketHook und -Divider sind also ebenfalls essentiell.

Meine Empfehlung wäre, den alten Ticket-Hook über „ExternalTicketNumber“ zu 
registrieren und für alte Tickets das entsprechende dynamische Feld zu füllen 
(evtl. per GenericAgent).
Alternativ kann man natürlich auch im Quelltest rumwurschteln und den alten 
Ticketholk in den regulären Ausdruck einbauen. Das ist aber eher unelegant ...

Gruß
—
Jan


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[otrs-de] Antw: Re: TicketHook ändern

[Josef1 Penzkofer]

Hallo Florian,

das hätte ich auch gesagt.

Allerdings hab ich das mal bei unserer Installation getestet und bei der
Nachfrage aus der Betreffzeile den Ticket-Hook einfach gelöscht - es stand nur
mehr die Ticketnummer und der Tickettitel in der Betreffzeile.

Dies hatte zur folge, dass aus der vermeintlichen Nachfrage ein neues ticket
erzeugt wurde.

Gruß

Sepp

>>> Florian Edlhuber  08.03.2016 18:25 >>>

Hi, 

07.03.2016 13:05 - Ludwig Markus schrieb:
> gibt es eine definierte Prozedur, wie man den TicketHook in einem 
> Produktivsystem nachträglich ändern kann, ohne dass FollowUps zu 
> bestehenden Tickets für eine gewisse Zeit händisch an die noch 
> mit altem Hook generierten Tickets angehängt werden müssen?

Normalerweise ist es kein Problem den Ticket Hook zu ändern. Auschlaggebend
für die Zuordnung der FollowUps ist die Nummer oder E-Mail Header IIRC.

--
Florian

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