Znuny and ((OTRS)) Community Edition

Check your PostMasterFilter

This PostMasterFilter worked for me (change #customer to your appropriate label): Filtername: Match: Header 1: Body Value: #customer ([a-zA-Z0-9_\-\.]+)@[a-z0-9-]+(\.[a-z0-9-]+)*(\.[a-z]{2,3}) Set: Header 1: X-OTRS-CustomerUser Value: [***] Filtername: Match: Header 1: Body Value: #customer (([a-zA-...

Check out http://doc.otrs.org/2.4/en/html/x1801.html $Self->{CustomerUser1} = { Name => 'Customer Database', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings # DSN => 'DBI:odbc:yourdsn', # DSN => 'DBI:mysql:database=cust...

I think I understand better, and as a customer I want one particular vendor with whom I deal to not have the option you request. Not that I don't want to help you, but here's my view from a customer perspective: ===Begin Rant=== 1) I place a support call, get a response from Agent A. 2) I'm not happ...

I should post some information that might matter for someone else (I can't seem to find this anywhere, so ...) Do you want to have OTRS react instantly instead of however often fetchmail/PostMaster.pl runs? The answer is procmail. This is what I did to make it work for my default postfix system: ren...

http://doc.otrs.org/2.4/en/html/x1590.html Notably, you'll want to make sure the OTRS user cron jobs are installed/configured properly. I'm not happy with PostMaster.pl 10 minutes (even down to 3 minutes...) -- This is not a failure of otrs, rather a configuration that I have as of yet not taken ad...

I don't know if our views of what "queue" means are the same. Queue is category, to me, and a ticket assigned to a queue generally doesn't move from the queue based upon lock or unlock. If you want the ticket to be "new" or "open", that's state. (but the ticket's still ...

If you're using a regex I believe you can search like this:
[searchworda|searchwordb]
Or you can add individual filters one for every word.

Are you planning to redistribute the modified code or simply modify it for your use? You certainly have the full source code to do anything you want to it for your own use. If you redistribute it, you'll need to obey the terms of the License.

I'm going out on a big limb here and provide a thought (short: delete the ticket record) BACKUP DATABASE BEFORE DOING THIS (you could accidentally delete your db, so be prepared). Seriously, back up your database. I don't want to be blamed if this doesn't work. (don't schedule this) From a Generic A...

I can't tell you why. All I wanted to do was to make sure that the ticket was in the correct queue permanently with no remnant that it was in another queue. For me, it "worked" and therefore I didn't worry about it having two "set"s. There probably wouldn't be any harm testing th...

OK. it probably works how you think it will (although I also use the email recipient address to sort as well, because my inbox has aliases). Admin Postmaster Filter Name: GotoQueuename [Add] Match: Header 1: Subject Value: searchword Set: Header 1: X-OTRS-FollowUp-Queue Value: Queuename Header 2: X-...

I'm not an expert on this, but it does appear that messages in the logs are indicating that the language choice (AR_SA or es) does not support the action you wish to do, so it's asking you to try it in en (English). (or alternatively provide the actions in the language of choice.)

What do you want the filter to accomplish?

Check out SysConfig, Framework->Core

Have you tried to connect via telnet to the IMAP from the OTRS host $ telnet imapserver 143 Trying imapserver... Connected to imapserver. Escape character is '^]'. * OK IMAP4rev1 server version x.x.x.x (imapserver) ready. 01 LOGIN username password If you get 01 NO Logon failure: unknown user name o...

Or a note-internal with a . as the body.

I should note (even if it's for my usage) that the Postmaster filter does work for me if I'm creating a new ticket. Which is awesome, because it means that if I get a message that I'd like to create a new ticket for, I can forward it to my postmaster account with my #customer tag and the ticket does...

How do I assign a customer "automatically" (like by Generic Agent) or "manually" via email for a customer that would normally be looked up from LDAP/AJAX thing but was not chosen? Here's the scenario: 1) LDAP lookups work and are functional unless: 2) an admin (forinstance) creat...