remove 'To customer user' & Email

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renscoulier
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Posts: 9
Joined: 07 Jan 2015, 09:16
OTRS Version?: versie 4
Real Name: Rens Coulier

remove 'To customer user' & Email

Post by renscoulier » 26 Jan 2015, 15:25

Hello,

I'm setting up a system for our local IT department so we can do some tracking of problems and managing the incomming ones.
Because it will only be used by our team, i would like to either remove the 'To customer user' option in the new ticket view, or change it so that I can have a list of the group of people who are in the 'IT group'.

Is this possible? I'm working on the OTRS appliance 3.3.x


And I'm also struggling to linking the exchange accounts to OTRS.
I have 'played' with the config settings to match it with our exchange server ( mail.company.be / webmail.company.be / <mailservername>.company.be ) and with all kinds of different ports ( 25, 110, 143, 587 ), but I can't seem to get it working.
Any idea what could be wrong with it?

Thanks
Rens

jojo
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Re: remove 'To customer user' & Email

Post by jojo » 26 Jan 2015, 15:28

To will only apear in the outbound E-Mail Ticket.

Customer is the requester or reporter on an incident. You should use the phone ticket for inbound or fetch mails from a mailbox
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renscoulier
OTRS newbie
Posts: 9
Joined: 07 Jan 2015, 09:16
OTRS Version?: versie 4
Real Name: Rens Coulier

Re: remove 'To customer user' & Email

Post by renscoulier » 26 Jan 2015, 15:45

Jojo,

thanks for the quick reply.
we'll start using the phone ticket system then.

Why I wanted to use the email ticket is so that we get a mail each time a ticket is logged, or changed.

jojo
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Re: remove 'To customer user' & Email

Post by jojo » 26 Jan 2015, 15:48

agents can get notifications on new tickets, indipendend from creation type
"Production": OTRS™ 6, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) git Master

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

renscoulier
OTRS newbie
Posts: 9
Joined: 07 Jan 2015, 09:16
OTRS Version?: versie 4
Real Name: Rens Coulier

Re: remove 'To customer user' & Email

Post by renscoulier » 26 Jan 2015, 15:53

ok,

i'll search for that option.
But trying to work out the mail settings, and get following error:
Error Message: Can't connect to webmail.termolst.be: Invalid argument!

any idea what this could be?
My guess is that SendmailModule::Host isn't correct or the port pointing to it is invalid

details of log:
Backend ERROR: OTRS-CGI-67 Perl: 5.10.1 OS: linux Time: Mon Jan 26 14:50:54 2015 Message: Can't connect to webmail.termolst.be: Invalid argument! RemoteAddress: 200.1.1.130 RequestURI: /otrs/index.pl Traceback (32334): Module: Kernel::System::Email::SMTP::Send Line: 123 Module: Kernel::System::Email::Send Line: 725 Module: Kernel::Modules::AdminEmail::Run Line: 176 Module: Kernel::System::Web::InterfaceAgent::Run Line: 986 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

renscoulier
OTRS newbie
Posts: 9
Joined: 07 Jan 2015, 09:16
OTRS Version?: versie 4
Real Name: Rens Coulier

Re: remove 'To customer user' & Email

Post by renscoulier » 26 Jan 2015, 16:55

After some searching we found the fix.
the SendmailModule::Host we just entered the IP of our mailserver, port default on 25 with no authentication.
Disabled the MX check and now it works

thanks for the help

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