[SOLVED] Forward mail to individual addresses

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[SOLVED] Forward mail to individual addresses

Postby HervE » 05 Sep 2011, 18:15

Hello,

From time to time it occurs that we receive in OTRS a mail that should not be a ticket.
So I'm in a need of a simple means to forward it to fixed individual addresses, then remove the ticket from OTRS.

I've thought of it a little, and I've come to 2 ideas, but I don't know yet how to implement them - not sure it's even feasible, tell me.

Idea #1:
The agent moves the ticket into a special queue.
A generic agent scans this queue, forward the mail (how?), and moves the ticket to Trash queue.

Idea #1bis (almost the same):
The agent sets the ticket into a special state.
A generic agent scans this state, forward the mail (how?), and moves the ticket to Trash queue.

Idea #2:
Add a new menu (how?) like "Forward" menu, but that sets the individual addresses as the defaults recipients of the mail to be sent.

What's your opinion between these ideas?
Or do you have other ideas?

Regards,
HervE
Last edited by HervE on 05 Oct 2011, 16:25, edited 1 time in total.
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Re: Forward mail to individual addresses

Postby crythias » 05 Sep 2011, 21:23

A spam recipient agent (the "forward" recipient) can monitor for moved to My Queue Spam and receive notification via that spam agent preferences.
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Re: Forward mail to individual addresses

Postby HervE » 06 Sep 2011, 11:34

Thank you for your answer.

Sorry I didn't explain everything.

For us, "a mail that should not be a ticket" is not necessarily spam.
(If it is spam, I just move it to Trash queue, and I get rid of it.)

But sometimes it is an interesting informational message we need to keep.
And the place for that is not OTRS.
So I have to forward it to all the individual agents (5 people).

That's why I can't just create a "spam recipient agent" with a dedicated unique e-mail address.

Moreover, a notification is just a notification, it doesn't contain the complete content of the mail.

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Re: Forward mail to individual addresses

Postby crythias » 06 Sep 2011, 14:28

Several items:
HervE wrote:For us, "a mail that should not be a ticket" is not necessarily spam.
(If it is spam, I just move it to Trash queue, and I get rid of it.)

agreed, but concept still applies. Just change the idea from "spam" to "interesting"

HervE wrote:So I have to forward it to all the individual agents (5 people).

They could be members of the Interesting Queue.

HervE wrote:Moreover, a notification is just a notification, it doesn't contain the complete content of the mail.

You could use a Notification (Event) to include the body of the article, or just click the ticket in "interesting" queue.

Then "interesting" can be moved to Trash after 5 days or so.

The ticket has already been created. Forwarding to email and moving to trash isn't going to change that, except how fast the ticket gets deleted.
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Re: Forward mail to individual addresses

Postby HervE » 06 Sep 2011, 16:02

Thanks crythias!

crythias wrote:agreed, but concept still applies. Just change the idea from "spam" to "interesting"
Uh... yes, but it's easier to make me understood when using the right words :wink:

crythias wrote:
HervE wrote:So I have to forward it to all the individual agents (5 people).

They could be members of the Interesting Queue.
Yes... and no. The point is I don't want tickets of this queue to appear in Dashboard. And the best trick I've found is that agents are not members of this queue.

crythias wrote:
HervE wrote:Moreover, a notification is just a notification, it doesn't contain the complete content of the mail.

You could use a Notification (Event) to include the body of the article.
Yes, I am just discovering that.
But what kind of event should it be? TicketQueueUpdate I guess?

And do the agents need to put some notifications to "Yes" in their Preferences (section "Email Settings") to receive Notifications (Event)? If yes, which ones?

crythias wrote:The ticket has already been created. Forwarding to email and moving to trash isn't going to change that, except how fast the ticket gets deleted.
I know.

Regards,
HervE
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Re: Forward mail to individual addresses

Postby crythias » 06 Sep 2011, 17:01

HervE wrote:Yes... and no. The point is I don't want tickets of this queue to appear in Dashboard. And the best trick I've found is that agents are not members of this queue.


You could adjust the filter applied to the dashboard or, among other things, change also the state (create a new state TYPE of "interesting" or "nonticket" with a state of "interesting") and assign this state to the ticket. Then, the agents will be members of the queue, but dashboard will only see tickets of state TYPE = open.

HervE wrote:And do the agents need to put some notifications to "Yes" in their Preferences (section "Email Settings") to receive Notifications (Event)?


As far as I am able to discern, Notification (Event) ignores all preference settings and sends anyway.

TicketQueueUpdate is likely to be the Event (destination queue, of course, not source queue).
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Re: Forward mail to individual addresses

Postby HervE » 06 Sep 2011, 17:56

crythias wrote:You could adjust the filter applied to the dashboard or, among other things, change also the state (create a new state TYPE of "interesting" or "nonticket" with a state of "interesting") and assign this state to the ticket. Then, the agents will be members of the queue, but dashboard will only see tickets of state TYPE = open.
I've thought of that too :) (By the way, no need to create a new state type, for state type "removed" is OK for that purpose.)
Except that queue change is far much easier (can be done in one click) than state change.
Is there a way to filter dashboard so that some queues are not in?

crythias wrote:As far as I am able to discern, Notification (Event) ignores all preference settings and sends anyway.
Good.

crythias wrote:TicketQueueUpdate is likely to be the Event (destination queue, of course, not source queue).
Or TicketStateUpdate, if state is concerned :)

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Re: Forward mail to individual addresses

Postby crythias » 06 Sep 2011, 18:02

No, but I'd say creating a TicketEvent (see the howtos) would be an excellent way to move to queue and immediately set state at the same time.
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Re: Forward mail to individual addresses

Postby HervE » 06 Sep 2011, 18:15

I found it: A tutorial on Ticket Events

It looks great! I'm going to try it :D

Many thanks!
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Re: Forward mail to individual addresses

Postby HervE » 07 Sep 2011, 18:43

Hi crythias,

I didn't manage to set my TicketEvent :( What did I do wrong?

EventModulePostTemplate.xml:

Code: Select all

<?xml version="1.0" encoding="utf-8" ?>
<otrs_config version="1.0" init="Changes">
    <ConfigItem Name="Ticket::EventModulePost###EventModulePostTemplate" Required="0" Valid="1">
        <Description Lang="en"></Description>
        <Description Lang="fr"></Description>
        <Group>EventModulePostTemplate</Group>
        <SubGroup>EventModule</SubGroup>
        <Setting>
            <Hash>
                <Item Key="Module">Kernel::System::Ticket::Event::EventModulePostTemplate</Item>
                <Item Key="Event">TicketQueueUpdate</Item>
            </Hash>
        </Setting>
    </ConfigItem>
</otrs_config>


EventModulePostTemplate.pm, sub Run:

Code: Select all

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(TicketID Event Config)) {
        if ( !$Param{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" );
            return;
        }
    }

    return 1 if $Param{Event} ne 'TicketQueueUpdate';

    my %Ticket = $Self->{TicketObject}->TicketGet(
        TicketID => $Param{TicketID},
        UserID   => 1,
    );
    return 1 if !%Ticket;

   if ($Ticket{Queue} eq 'Team Info') {
      $Self->{TicketObject}->TicketStateSet(
         State    => 'team forwarded',
         TicketID => $Param{TicketID},
         UserID   => 1,
      );
   }

    return 1;
}


The result:
Whenever I move a ticket to any queue, I've got the URL http://localhost/otrs/index.pl and a total blank page below, until I refresh my browser.
And when I move to queue "Team Info" - after browser refresh - state has not changed.
Why?


(Edited: )
The other part of the action - forward the mail using a notification (event) - works, but I have 2 questions:
1. How can I include the attachments to notifications? In Notification Management, it warns: "(Only for ArticleCreate event)"
2. Is there a notification tag for the date of the mail (something like <OTRS_CUSTOMER_Date>)?
By the way, is there an exhaustive list of notification tags anywhere?

Regards,
HervE
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Re: Forward mail to individual addresses

Postby HervE » 12 Sep 2011, 18:37

Hello,

Well, all things considered, this not working "TicketEvent" thing does not really matter - except my own curiosity - because I know a workaround. I can do it with a Generic Agent instead (I think).

The most important for me - and the last thing that really prevents me from installing the requested behaviour - is this:
How can I include the attachments to notifications?

If I solve this point, that should be a leap forward!

Regards,
HervE
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Re: Forward mail to individual addresses

Postby HervE » 05 Oct 2011, 15:07

Hello,

Finally I modified Kernel\System\Ticket\Event\NotificationEvent.pm to:
1) include attachments on the events other than ArticleCreate
2) change state in case of a given queue.

Now, the only question left is the following:

Is there a notification tag for the date of the mail (something like <OTRS_CUSTOMER_Date>)?
By the way, is there an exhaustive list of notification tags anywhere?

Regards,
HervE
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Re: Forward mail to individual addresses

Postby crythias » 05 Oct 2011, 15:56

Article: ArticleID From To Cc Subject Body ReplyTo MessageID InReplyTo References SenderType SenderTypeID ArticleType ArticleTypeID ContentType Charset MimeType IncomingTime ArticleFreeKey1-3 ArticleFreeText-3

Try OTRS_CUSTOMER_IncomingTime

Unfortunately, this list: http://faq.otrs.org/otrs/public.pl?Acti ... &ItemID=70 simply tells you what you can get, and it's practically anything that's told in http://dev.otrs.org

And this: viewtopic.php?f=60&t=10762
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Re: Forward mail to individual addresses

Postby HervE » 05 Oct 2011, 16:25

Thanks crythias.

I used <OTRS_TICKET_Created>, which is fine for me.

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Re: Forward mail to individual addresses

Postby chickenside » 07 Aug 2012, 18:34

HervE,
would you mind posting your modification to Kernel\System\Ticket\Event\NotificationEvent.pm? I would also like to implement including attachments in a notification event other than ArticleCreate.

We have a similar situation where we have to dispatch incoming tickets to 3rd party support outside of our OTRS system. We have set up a special queue, which automatically notifies the customer that his ticket has been forward to a 3rd party. This notification event also sends the article text to the 3rd party, but we would like to include any attachments in the original ticket.

This post is almost a year old, though it seems to be the most recent discussion on this topic. Is HervE's solution the best way to accomplish the above?


HervE wrote:Hello,

Finally I modified Kernel\System\Ticket\Event\NotificationEvent.pm to:
1) include attachments on the events other than ArticleCreate
2) change state in case of a given queue.

Now, the only question left is the following:

Is there a notification tag for the date of the mail (something like <OTRS_CUSTOMER_Date>)?
By the way, is there an exhaustive list of notification tags anywhere?

Regards,
HervE

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Re: [SOLVED] Forward mail to individual addresses

Postby HervE » 14 Aug 2012, 15:16

Dear chickenside,

Here is the whole sub Run.
My modifications are preceded by "HvL".

Code: Select all

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(Event Data Config UserID)) {
        if ( !$Param{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" );
            return;
        }
    }
    for (qw(TicketID)) {
        if ( !$Param{Data}->{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_ in Data!" );
            return;
        }
    }

    # return if no notification is active
    return 1 if $Self->{TicketObject}->{SendNoNotification};

    # return if no ticket exists (e. g. it got deleted)
    my $TicketExists = $Self->{TicketObject}->TicketNumberLookup(
        TicketID => $Param{Data}->{TicketID},
        UserID   => $Param{UserID},
    );
    return 1 if !$TicketExists;

    # check if event is affected
    my $NotificationEventObject = Kernel::System::NotificationEvent->new( %{$Self} );
    my @IDs                     = $NotificationEventObject->NotificationEventCheck(
        Event  => $Param{Event},
        UserID => $Param{UserID},
    );

    # check if free text key X event got executed
    if ( $Param{Event} eq 'TicketFreeTextUpdate' && $Param{Data} && $Param{Data}->{Counter} ) {
        if ( !@IDs ) {
            $Param{Event} = 'TicketFreeTextUpdate' . $Param{Data}->{Counter};
            @IDs = $NotificationEventObject->NotificationEventCheck(
                Event  => $Param{Event},
                UserID => $Param{UserID},
            );
        }
    }

    # check if free time X event got executed
    if ( $Param{Event} eq 'TicketFreeTimeUpdate' && $Param{Data} && $Param{Data}->{Counter} ) {
        if ( !@IDs ) {
            $Param{Event} = 'TicketFreeTimeUpdate' . $Param{Data}->{Counter};
            @IDs = $NotificationEventObject->NotificationEventCheck(
                Event  => $Param{Event},
                UserID => $Param{UserID},
            );
        }
    }

    # return if no notification for event exists
    return 1 if !@IDs;

    # get ticket attribute matches
    my %Ticket = $Self->{TicketObject}->TicketGet(
        TicketID => $Param{Data}->{TicketID},
        UserID   => $Param{UserID},
    );

    NOTIFICATION:
    for my $ID (@IDs) {
        my %Notification = $NotificationEventObject->NotificationGet(
            ID     => $ID,
            UserID => 1,
        );
        next NOTIFICATION if !$Notification{Data};
        for my $Key ( keys %{ $Notification{Data} } ) {

            # ignore not ticket related attributes
            next if $Key eq 'Recipients';
            next if $Key eq 'RecipientAgents';
            next if $Key eq 'RecipientGroups';
            next if $Key eq 'RecipientRoles';
            next if $Key eq 'RecipientEmail';
            next if $Key eq 'Events';
            next if $Key eq 'ArticleTypeID';
            next if $Key eq 'ArticleSubjectMatch';
            next if $Key eq 'ArticleBodyMatch';
            next if $Key eq 'ArticleAttachmentInclude';
            next if $Key eq 'NotificationArticleTypeID';

            # check ticket attributes
            next if !$Notification{Data}->{$Key};
            next if !@{ $Notification{Data}->{$Key} };
            next if !$Notification{Data}->{$Key}->[0];
            my $Match = 0;
            VALUE:
            for my $Value ( @{ $Notification{Data}->{$Key} } ) {
                next VALUE if !$Value;
                if ( $Value eq $Ticket{$Key} ) {
                    $Match = 1;
                    last;
                }
            }
            next NOTIFICATION if !$Match;
        }

        # match article types only on ArticleCreate event
        my @Attachments;
        if ( $Param{Event} eq 'ArticleCreate' && $Param{Data}->{ArticleID} ) {
            my %Article = $Self->{TicketObject}->ArticleGet(
                ArticleID => $Param{Data}->{ArticleID},
                UserID    => $Param{UserID},
            );

            # check article type
            if ( $Notification{Data}->{ArticleTypeID} ) {
                my $Match = 0;
                VALUE:
                for my $Value ( @{ $Notification{Data}->{ArticleTypeID} } ) {
                    next VALUE if !$Value;
                    if ( $Value == $Article{ArticleTypeID} ) {
                        $Match = 1;
                        last;
                    }
                }
                next NOTIFICATION if !$Match;
            }

            # check subject & body
            for my $Key (qw( Subject Body )) {
                next if !$Notification{Data}->{ 'Article' . $Key . 'Match' };
                my $Match = 0;
                VALUE:
                for my $Value ( @{ $Notification{Data}->{ 'Article' . $Key . 'Match' } } ) {
                    next VALUE if !$Value;
                    if ( $Article{$Key} =~ /\Q$Value\E/i ) {
                        $Match = 1;
                        last;
                    }
                }
                next NOTIFICATION if !$Match;
            }

        }

      # add attachments to notification
      # HvL - taken out of ArticleCreate event condition
      if ( $Notification{Data}->{ArticleAttachmentInclude}->[0] ) {
         # HvL - search for the article
         my %Article = $Self->{TicketObject}->ArticleLastCustomerArticle(
            TicketID => $Param{TicketID},
         );
      
         my %Index = $Self->{TicketObject}->ArticleAttachmentIndex(
            ArticleID                  => $Article{ArticleID},
            UserID                     => $Param{UserID},
            StripPlainBodyAsAttachment => 3,
         );
         if (%Index) {
            for my $FileID ( sort keys %Index ) {
               my %Attachment = $Self->{TicketObject}->ArticleAttachment(
                  ArticleID => $Article{ArticleID},
                  FileID    => $FileID,
                  UserID    => $Param{UserID},
               );
               next if !%Attachment;
               push @Attachments, \%Attachment;
            }
         }
      }

      # send notification
        $Self->_SendNotificationToRecipients(
            TicketID              => $Param{Data}->{TicketID},
            UserID                => $Param{UserID},
            Notification          => \%Notification,
            CustomerMessageParams => {},
            Event                 => $Param{Event},
            Attachments           => \@Attachments,
        );
    }

   # HvL - modify ticket state
   if ($Ticket{Queue} eq 'Team Info') {
      $Self->{TicketObject}->TicketStateSet(
         State    => 'team forwarded',
         TicketID => $Param{TicketID},
         UserID   => 1,
      );
   }

   return 1;
}


Regards,
HervE
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crythias
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Re: [SOLVED] Forward mail to individual addresses

Postby crythias » 14 Aug 2012, 15:48

Out of curiosity, why isn't ArticleCreate useful for this purpose?
chickenside wrote:We have a similar situation where we have to dispatch incoming tickets to 3rd party support outside of our OTRS system. We have set up a special queue, which automatically notifies the customer that his ticket has been forward to a 3rd party. This notification event also sends the article text to the 3rd party, but we would like to include any attachments in the original ticket.


It seems to me, that the event of creating the ticket/creating the article fulfills this request.
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Re: [SOLVED] Forward mail to individual addresses

Postby ivanap » 07 Dec 2017, 21:03

Hello,

Please can you help me, I'm using OTRS 3.0.5, I created NotificationEvent, when I send mail to specific mail address(which is used for example for "BugFix" queue on OTRS) i get new ticket on otrs, and if i need to forward same tiket on other mail address attachments are included. But when I open ticket by the form in the queue "BugFix" I need option to forward ticket with attachments, without click on forward button. I can forward text, body, subject, etc, but I cannot forward attachments.

The problem is that I need option to automaticly foward tickets(from specific queue) to other email addresses with attachments, and that option isnt working. Can someone send me all code for that

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Re: [SOLVED] Forward mail to individual addresses

Postby jojo » 07 Dec 2017, 21:28

please use an actual supported and maintained version of OTRS
"Production": OTRS Business Solution™ 6, STORM powered by OTRS
"Testing": OTRS git Master

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ivanap
OTRS newbie
Posts: 2
Joined: 05 Dec 2017, 20:59
OTRS Version?: 3.0.5

Re: [SOLVED] Forward mail to individual addresses

Postby ivanap » 07 Dec 2017, 21:35

3.0.5

jojo
Moderator
Posts: 13946
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
Contact:

Re: [SOLVED] Forward mail to individual addresses

Postby jojo » 07 Dec 2017, 21:47

3.0.x is outdated since years and has several severe security issues. Actual version is OTRS6, also OTRS4 and OTRS5 receive security bugfixes
"Production": OTRS Business Solution™ 6, STORM powered by OTRS
"Testing": OTRS git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas


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