Search found 43 matches

by kongyong92
24 Apr 2019, 08:53
Forum: General
Topic: [SOLVED] OTRS PostMaster filter
Replies: 2
Views: 252

Re: OTRS PostMaster filter

Hi crythias,

Thanks a lot!

Works perfectly once i amended your recommendation slightly :)

For future readers:

Code: Select all

Task:\s*(?<task>.*)\n*Type of Business:\s*(?<typeofbusiness>.*)\n*Service Type:\s*(?<servicetype>.*)\n*
Appreciate your help!
by kongyong92
23 Apr 2019, 09:10
Forum: General
Topic: [SOLVED] Customer portal; display tickets based on queues
Replies: 2
Views: 6807

Re: Customer portal; display tickets based on queues

Hi jojo,

Apologies for the late reply and thanks for the advice.
by kongyong92
23 Apr 2019, 09:08
Forum: General
Topic: [SOLVED] Unable to fetch certain mails
Replies: 8
Views: 912

Re: Unable to fetch certain mails

Update:
The issue seems to be a result of viewtopic.php?f=53&t=40460.

Will be closing this for now.

Thanks all for the feedback and advice!
by kongyong92
23 Apr 2019, 09:04
Forum: General
Topic: [SOLVED] "Impossible to send message" error
Replies: 4
Views: 216

Re: "Impossible to send message" error

Hi Flo,

Thanks for your advice.

I re-configured the SMTP settings and it worked thereafter.

Core::Sendmail -> SendmailModule::Host

Best regards,
Kong-Yong
by kongyong92
22 Apr 2019, 16:00
Forum: General
Topic: [SOLVED] "Impossible to send message" error
Replies: 4
Views: 216

Re: "Impossible to send message" error

Hi wurzel,

Thanks for the reply.

Will have to check with the server admins but I doubt it is updated to the latest version.

Is there anywhere else that I can check in the meantime?

Was just wondering how this error could have been introduced all of a sudden.

Best regards,
Kong-Yong
by kongyong92
22 Apr 2019, 12:29
Forum: General
Topic: [SOLVED] "Impossible to send message" error
Replies: 4
Views: 216

[SOLVED] "Impossible to send message" error

Dear all, OTRS was working fine for me until today when users reported an error when sending emails out from the application. Ran some tests and it seems to happen when the attached file exceeds a specific size (no exact number). I ran 2 tests: 1. .pdf attachment with size 30.6 KB - the mail was sen...
by kongyong92
11 Apr 2019, 06:02
Forum: General
Topic: Unable to open attachments; 500 Internal Server Error
Replies: 2
Views: 174

Unable to open attachments; 500 Internal Server Error

Hi all, Require some advice on this issue. There are times whereby we are not able to open/save a .eml attachment from the ticket. The error prompted is 500 Internal Server Error. 500 internal server error.png It seems to happen only occasionally. For example, out of the 3 .eml files, only 1 of them...
by kongyong92
10 Apr 2019, 03:09
Forum: General
Topic: [SOLVED] Occasional errors of MailAccountFetch
Replies: 2
Views: 139

[SOLVED] Re: Occasional errors of MailAccountFetch

Hi Roy, Thanks for the advice. Checked and indeed there is high latency with occasional packet loss. I've changed the mail configuration hostname to be the IP address to save one step on the DNS resolution. Seems to be much better now! The issue seems to point directly to one of the three mail serve...
by kongyong92
09 Apr 2019, 12:04
Forum: General
Topic: [SOLVED] Occasional errors of MailAccountFetch
Replies: 2
Views: 139

[SOLVED] Occasional errors of MailAccountFetch

Hi all, Had a weird issue that has been puzzling me today. There are now often times whereby the OTRS application is not able to connect to my mail server to fetch the mails. error.PNG The issue happened today and there were no changes made whatsover to the instance. I checked the following: 1. pass...
by kongyong92
26 Mar 2019, 05:45
Forum: General
Topic: [SOLVED] OTRS PostMaster filter
Replies: 2
Views: 252

[SOLVED] OTRS PostMaster filter

Hi all, I will require some help with the RegEx so as to avoid the issue as described below from happening. Tried some variations but it seems to not work for me :( P/S. clearly i am not an expert with RegEx yet. :( I had the package 'EnhancedPostMasterFilter' installed. https://opar.perl-services.d...
by kongyong92
27 Nov 2018, 11:22
Forum: General
Topic: [SOLVED] Unable to fetch certain mails
Replies: 8
Views: 912

Re: Unable to fetch certain mails

Hi Roy, Thanks for the reply. Not sure if any of the below makes sense but i assume the problem to be: 1. OTRS fetch mails 2. Postmaster filter is ran <- that's when the issue happens. Perhaps a conflict in the filters? 3. Tickets are not created and Mails are saved in var/spool instead 4. Mails on ...
by kongyong92
27 Nov 2018, 07:49
Forum: General
Topic: [SOLVED] Unable to fetch certain mails
Replies: 8
Views: 912

Re: Unable to fetch certain mails

Hi Roy, Thanks for the reply. I am waiting for our European colleagues to check in depth on this issue. Meanwhile, i am running some tests myself and i think it could be caused by the postmaster filter? We did install a package to pull multiple values from the email body into the dynamic fields. We ...
by kongyong92
21 Nov 2018, 09:11
Forum: General
Topic: [SOLVED] Unable to fetch certain mails
Replies: 8
Views: 912

Re: Unable to fetch certain mails

Hi Roy,

Thanks for the reply.

The email is 89KB
by kongyong92
21 Nov 2018, 06:15
Forum: General
Topic: [SOLVED] Unable to fetch certain mails
Replies: 8
Views: 912

[SOLVED] Unable to fetch certain mails

Hi all, I have this persistent MailFetch issue. Having run some 'trials', I noticed OTRS is having issues with fetching only a few mails from the mailbox. Question: Are there any specific types of mails of which OTRS is not capable of fetching? e.g. mails in Outlook RichText format? emails with spec...
by kongyong92
18 Apr 2018, 03:52
Forum: General
Topic: [SOLVED] Need help for RegExp
Replies: 1
Views: 9005

Re: Need help for RegExp

Dear all, I have managed to find my error. just in case anyone needs something similar, below is the Filter Condition: POL, Country:\\s+(?<pol>.*?)\\s*POD, Country:\\s+(?<pod>.*?)\\s*Client \\(Shipper or Consignee\\):\\s+(?<client>.*)\\s*Commodity:\\s+(?<commodity>.*)\\s*Type of Container with Volum...
by kongyong92
08 Apr 2018, 01:51
Forum: OTRS Marketplace
Topic: Seeking consultants/developers for OTRS
Replies: 1
Views: 14362

Seeking consultants/developers for OTRS

Dear all, I am looking for someone whom I can consult with regard to OTRS. If needed, our company is willing to reimburse for any work/plugins developed to cater to our business case(s). Should you be interested, please feel free to contact me at kong-yong.tay@ap.rhenus.com. Also, there are already ...
by kongyong92
04 Apr 2018, 03:42
Forum: General
Topic: [SOLVED] Need help for RegExp
Replies: 1
Views: 9005

[SOLVED] Need help for RegExp

Dear all, I have already installed the EnhancedPostMasterFilter - it worked okay for one filter rule but not for the one below. Any RegExp experts who can help me out/spot my mistake? Any help is very much appreciated!! Filter condition: POL, Country:\s+(?<pol>\d+)\s*POD, Country:\s+(?<pod>.*?)\s*Cl...
by kongyong92
26 Feb 2018, 12:27
Forum: General
Topic: Running a local OTRS instance - test
Replies: 1
Views: 1826

Running a local OTRS instance - test

Hi all, I have been searching around but did not find very relevant topics/answers for my question. I have installed OTRS on a CentOS 7 VM, MariaDB, that is running on Oracle Virtual Box on my local machine. I am trying to access the OTRS instance in my VM on the same machine. i.e. on my local machi...
by kongyong92
05 Feb 2018, 05:15
Forum: OTRS Developers
Topic: Hide Dynamic Fields by queue
Replies: 14
Views: 14398

Re: Hide Dynamic Fields by queue

Maybe https://opar.perl-services.de/dist/HideDynamicFields will help you... Dear reneeb and jojo, thanks for the replies. :) @reneed, how exactly should i go about using this function? I am trying to hide the dynamic field HSE24PO from the queue 'Africa' in the view 'Note' i.e. when adding a new no...
by kongyong92
27 Jan 2018, 06:08
Forum: OTRS Developers
Topic: Hide Dynamic Fields by queue
Replies: 14
Views: 14398

Re: Hide Dynamic Fields by queue

Hi All, I am trying to achieve the same but was not able to find the 'Form' options though. Any reasons why? I am only able to see under 'Possible', the following values: 1. Action 2. ActivityDialog 3. Process 4. Ticket My main objective is to restrict the dynamic fields based on the respective queu...
by kongyong92
12 Dec 2017, 12:57
Forum: Help
Topic: Enabling bulk action in customer portal
Replies: 1
Views: 351

Enabling bulk action in customer portal

Hello all, Is there a way to enable customers to amend a ticket information in bulk within the customer portal itself? Specifically, we have a dynamic field named 'Status' of which we want to allow the customer to change the value to be either 'Approved', 'Not Approved' accordingly before the agents...
by kongyong92
14 Nov 2017, 04:41
Forum: General
Topic: Send ticket notifcations based on email address stored in dynamic field
Replies: 4
Views: 6715

Re: Send ticket notifcations based on email address stored in dynamic field

Dear Roy,

Ah okay, apologies for the misunderstanding.

We are currently running on version 5.0.10
by kongyong92
13 Nov 2017, 08:14
Forum: General
Topic: Send ticket notifcations based on email address stored in dynamic field
Replies: 4
Views: 6715

Re: Send ticket notifcations based on email address stored in dynamic field

Hi Roy,

Thanks for the reply.

Kindly refer to the attached screen shots.

Ticket notification method:
ss1.PNG
Dynamic field setting:
ss2.PNG
by kongyong92
10 Nov 2017, 07:35
Forum: General
Topic: Send ticket notifcations based on email address stored in dynamic field
Replies: 4
Views: 6715

Send ticket notifcations based on email address stored in dynamic field

Hello all, I have created an additional dynamic field named 'EmailAddress'. I was planning to use the named capture function to 'catch' the email address and have it populated from the email body into this dynamic field. When setting up the ticket notification, i set the field 'Additional receipient...
by kongyong92
08 Nov 2017, 05:59
Forum: General
Topic: [SOLVED] Customer portal; display tickets based on queues
Replies: 2
Views: 6807

[SOLVED] Customer portal; display tickets based on queues

Is there anyway to configure the customer portal such that when they log in, they are able to see all the tickets in the predefined queues of which they are assigned to? I tried using the Customer users<-> groups function but it doesn't seem to work; the customer portal still only shows the tickets ...
by kongyong92
01 Nov 2017, 12:17
Forum: OTRS Developers
Topic: Is it possible to avoid lock the ticket when it changes the owner inside the tickt?
Replies: 2
Views: 10197

Re: Is it possible to avoid lock the ticket when it changes the owner inside the tickt?

not sure if this would resolve your issue.

Alternatively, i think you can go to sys config
GO to Core::Ticket
Look for
Ticket::EventModulePost###910-ForceUnlockOnMove
And
Ticket::EventModulePost###120-ForceOwnerResetOnMove

then, you can amend the settings accordingly.
by kongyong92
01 Nov 2017, 07:04
Forum: General
Topic: No ticket number in Survey stats
Replies: 1
Views: 7707

No ticket number in Survey stats

Hello all, I installed the survey module and responses have been received. However, there was no ticket number indicated for the respective response. Does anyone has any idea why? I think it would be useful for which ticket the response is for; allows the helpdesk team to track and make any necessar...
by kongyong92
30 Oct 2017, 12:52
Forum: Help
Topic: [SOLVED] Extracting email body information into Dynamic fields
Replies: 23
Views: 2496

Re: Extracting email body information into Dynamic fields

Dear reneeb, Yes, I used X-OTRS-CustomerNo. There are no other filters that set this field. Anyone has an idea for this? any way that we can overwrite the field? It seems to work fine now! Only pending issue is that the customer information section is not overwritten. Hi reneeb, Is there anyway to ...
by kongyong92
30 Oct 2017, 06:54
Forum: General
Topic: [SOLVED] Unable to install packages
Replies: 1
Views: 8153

Re: Unable to install packages

Hello, I am trying to import the following packages but was told that I would require ImportExport v5.0.1: 1. ServiceImportExport 2. CustomerCompanyImportExport 3. CustomerUserImportExport Searched online but was not able to locate the correct ImportExport v5.0.1. Anyone is able to help me out on t...
by kongyong92
30 Oct 2017, 06:49
Forum: General
Topic: [SOLVED] Unable to install packages
Replies: 1
Views: 8153

[SOLVED] Unable to install packages

Hello, I am trying to import the following packages but was told that I would require ImportExport v5.0.1: 1. ServiceImportExport 2. CustomerCompanyImportExport 3. CustomerUserImportExport Searched online but was not able to locate the correct ImportExport v5.0.1. Anyone is able to help me out on th...
by kongyong92
27 Oct 2017, 08:29
Forum: Help
Topic: [SOLVED] Extracting email body information into Dynamic fields
Replies: 23
Views: 2496

Re: Extracting email body information into Dynamic fields

kongyong92 wrote:
kongyong92 wrote:Dear reneeb,

Yes, I used X-OTRS-CustomerNo.

There are no other filters that set this field.
Anyone has an idea for this? any way that we can overwrite the field?

It seems to work fine now!

Only pending issue is that the customer information section is not overwritten.
by kongyong92
25 Oct 2017, 10:42
Forum: Help
Topic: [SOLVED] Extracting email body information into Dynamic fields
Replies: 23
Views: 2496

Re: Extracting email body information into Dynamic fields

kongyong92 wrote:Dear reneeb,

Yes, I used X-OTRS-CustomerNo.

There are no other filters that set this field.
Anyone has an idea for this? any way that we can overwrite the field?
by kongyong92
17 Oct 2017, 12:22
Forum: Help
Topic: [SOLVED] Extracting email body information into Dynamic fields
Replies: 23
Views: 2496

Re: Extracting email body information into Dynamic fields

Dear reneeb,

Yes, I used X-OTRS-CustomerNo.

There are no other filters that set this field.
by kongyong92
17 Oct 2017, 06:24
Forum: Help
Topic: [SOLVED] Testing MultipleSMTP
Replies: 9
Views: 1993

Re: [SOLVED] Testing MultipleSMTP

Dear gecelann,

I am trying to achieve what you've done but I don't seem to be able to find the exact place to do the necessary configuration though.

Could you kindly share more with regard to the steps taken?

Really appreciate your help on this.

Thanks!
by kongyong92
17 Oct 2017, 06:03
Forum: Help
Topic: [SOLVED] Extracting email body information into Dynamic fields
Replies: 23
Views: 2496

Re: Extracting email body information into Dynamic fields

Dear reneeb, As always, thank you so much for your help. I've tried and it seems that the customer ID is not overwritten though. We have an automated system (ABC@system.com) sending daily emails to OTRS with the customer ID included. ABC@system.com is registered in our customer module. When the emai...
by kongyong92
16 Oct 2017, 12:44
Forum: Help
Topic: [SOLVED] Extracting email body information into Dynamic fields
Replies: 23
Views: 2496

Re: Extracting email body information into Dynamic fields

I tried the following reg exp but not too sure how i can integrate the named capture component into it.

Code: Select all

([^\/]+)\/?$
I used the following text as an example:
4500253107/113086 <- trying to extract only 113086 and set it as the customer ID
by kongyong92
16 Oct 2017, 12:07
Forum: Help
Topic: [SOLVED] Extracting email body information into Dynamic fields
Replies: 23
Views: 2496

Re: Extracting email body information into Dynamic fields

Dear reneeb, Any ideas if the function is able to capture information from the email subject and email body simultaneously? For e.g. Email subject: 93928320/9392 <-- i want to only capture 9392 i.e. number after the forward slash "/" as the customer ID. Email body: as per the conversation above. Is ...
by kongyong92
06 Oct 2017, 07:58
Forum: Help
Topic: [SOLVED] Extracting email body information into Dynamic fields
Replies: 23
Views: 2496

Re: Extracting email body information into Dynamic fields

Dear reneeb,

Thank you soooo much for the assistance! It works! :)

Last question: Do you have a list of references in order to better understand and write those regular expressions? A link/reference guide will be greatly appreciated! :)
by kongyong92
05 Oct 2017, 06:15
Forum: Help
Topic: [SOLVED] Extracting email body information into Dynamic fields
Replies: 23
Views: 2496

Re: Extracting email body information into Dynamic fields

Can you provide a sample mail? Yes sure, apologies, realized that I have missed that out. Kindly refer below: PO: 4500255891 VENDOR: ABC COMPANY Import & Export HOI_INDICATOR: ABC LOAD_PORT: CNSHA PLAN_RCV_DT: 2018/01/09 <--i have excluded this for now due to the 100 characters limit in the textbox...
by kongyong92
04 Oct 2017, 12:51
Forum: Help
Topic: [SOLVED] Extracting email body information into Dynamic fields
Replies: 23
Views: 2496

Re: Extracting email body information into Dynamic fields

You use alternations in the regex. So it stops when the first part matched (in this case it's the "Field 1: (?<eg1>\d+)" part). Try this regex: (Field 1: (?<eg1>\d+)\s+Field 2: (?<eg2>\d+)\s+Field 3: (?<eg3>\d+)) Dear reneeb, Thanks for the reply. I tried but it don't seem to work though. :( Any id...
by kongyong92
03 Oct 2017, 10:26
Forum: Help
Topic: [SOLVED] Extracting email body information into Dynamic fields
Replies: 23
Views: 2496

Re: Extracting email body information into Dynamic fields

You can use https://opar.perl-services.de/dist/EnhancedPostmasterFilter-5.0.2 (that will be included in OTRS6). That way you can use named captures in the postmaster filter (see description of the addon) Thanks for the suggestion! But it is not working 100% for me right now. I am only able to extra...
by kongyong92
15 Sep 2017, 12:10
Forum: Help
Topic: [SOLVED] Extracting email body information into Dynamic fields
Replies: 23
Views: 2496

[SOLVED] Extracting email body information into Dynamic fields

Hello, I am new to OTRS here and hopefully someone can help me with this. There is a service from HQ that will be sending structured emails to our OTRS set up. The email body content would be as such: Field A: Information A Field B: Information B Field C: Information C Field D: Information D I have ...