Developer

Web sites provide emails. And that's the only thing in common among all Web sites regarding this topic. There's a huge variety in terms of storge, accessibility and management. Do you access your email by browser, desktop application or maybe both? Or a mobile application maybe? If your Web site users are satisfied with an "either / or" approach, the solution is very simple.

• Browser-based interface for Web users
• Email server supporting desktop applications
• "Leave copy on server" for those who combine these methods (limited to the inbox in most cases)

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Task

Accessing a China-based office NetCam (IPcam) around the clock from anywhere via web browser.

Environment

• Office uses a broadband connection with a dynamic IP address.
• Router and NetCam support services like DynDNS; however all those services are blocked by the  national firewall.
• The NetCam provides image uploading to FTP and email account.
• No office computer shall be running to "manually" update some dynamic IP address record somewhere.

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After doing a maintenance upgrade of OTRS to 2.1.7, I thought I might as well give Sirios a try. Sirios is an add-on package to the OTRS framwork which transforms the trouble ticket platform into a Computer Emergency Response Team (CERT) platform. In other words, besides the basic OTRS packages it adds these functions:

• An incident tracking module which is compatible with the IODEF standard
• Central repository for any kind of data (e.g. logfiles, exploits, binaries)
• A Vulnerability database, which is able to import data from CVE and OSVDB
• Advisory authoring and publishing system -- which is fully compatible with the EISPP standard
• A category tree for IT products
• A module to monitor changes in online ressources  (More)

OTRS has announced a major upgrade to version 2.2, planned for relase 77 days from the date of this posting. A good advise would be to WAIT with the upgrade until the availability of all new packages used by the to-be-upgraded installation. Almost no packages whatsoever were available on the first day of the (5 days delayed) version 2.1.

In other news, post "OTRS: The troubles with trouble tickets - Quick upgrade guide" has been edited to reflect the latest changes to the upgrade procedure. In short: if you want to keep a hidden (no link from the user interface) trash can for all files deleted from FileManager, you need to backup/restore this folder when performing upgrades:
/opt/otrs/bin/cgi-bin/<OTRS_FileManager::Root>Trash/

After a while of working just fine, OTRS came up with the same old headaches: scripts run as cron jobs suddenly cannot find certain configuration parameters anymore. As a result, post "OTRS: The troubles with trouble tickets - Quick upgrade guide" has been edited to reflect the latest changes to the upgrade procedure.

PostMasterPOP3.pl which checks email accounts for incoming emails and processes them with the ticketing system, suddenly refuses to accept configuration parameters set in files located at Kernel/Config/Files. Instead, it is looking exclusively into Kernel/Config.pm which is a rather obsolete file apart from some core system settings like where the software actually is installed.

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