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Emails with embedded images sent to OTRS from Lotus Notes can reach OTRS rendered as text with the embbeded image placed in a separate attachment. The problem in not on OTRS side, but rather in the Lotus Notes client and server configuration. To fix the issue on the Lotus client make sure that the option "Format for messages addressed to internet addresses" is set to MIME . Then on the sever apply the following settings: In the Domino Admin open the "Configuration" tab Choose "Server" Choose "Configurations" Choose the appropriate server Choose tab titled "MIME" Choose "Conversion Options" Choose "Outbound"   Change the setting for "Message Content formatting" to the bottom option called " Create Multi-part alternative ... ". Email should now reach OTRS properly formatted with embedded image displayed inline. Original source for solution:  https://suppo...

OTRS is a great ticket-tracking/helpdesk software. It even has cool statistics built in, but sometimes the PHB goes crazy and asks for impossibily detailed statistics. For those situations when the stats module cannot help us there a couple of (Open Source) tricks up our sleeve: install the Eclipse Birt web reporting application (we will need java and tomcat for that) create a custom report using the report designer deploy the report on the server and send the link to the boss To make sure the SQL queries used in the report are the same used by OTRS we can temporarily have OTRS log all queries (remember to disable logging after you're done or your log files will grow out of control) by editing the Kernel/System/DB.pm file as documented here : # 0=off; 1=updates; 2=+selects; 3=+Connects; # $Self->{Debug} = $Param{Debug} || 0; # leave the original around for later $Self->{Debug} = 2;