[otrs] Special characters in the subject

Ralph Müller <EMAIL-PROTECTED>
Tue, 24 Sep 2002 10:33:38 +0200


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Hello,

thanks for the information how to add customer related infos to a =
ticket. It
works fine!
But now I experienced a problem with special characters (Umlauten) in =
the
subject. If a customer uses such characters in the subject field and =
than
he/she answers to an reply, the answers is not attached to the existing
case, a new case is opened instead.
Any hints?

By=20
Ralph

-----Urspr=FCngliche Nachricht-----
Von: Martin Edenhofer [mailto:EMAIL-PROTECTED]
Gesendet: Montag, 23. September 2002 16:33
An: EMAIL-PROTECTED
Betreff: Re: [otrs] Customer ID and name


Hi Ralph,

On Mon, Sep 23, 2002 at 03:17:41PM +0200, Ralph M?ller wrote:

> exactly that information I was searching for. Now things became =
clearer to
> me.=20
> By the way, would it be possible to use the X-OTRS Headers to pass
arbitrary
> customer related data to the system, for example phone-number and so =
on.
If
> yes, what is to do to see these information in the ticket-view?

You can do this with "X-OTRS-TicketKey", "X-OTRS-TicketValue",
"X-OTRS-ArticleKey"
and "X-OTRS-ArticleValue".

X-OTRS-Ticket -=3D> Tags to a ticket.
 Maybe contract id, contract name, product name, product-code, ...

X-OTRS-Article -=3D> Tags to an article.
 Maybe infos about the sender, used mail agent, ...

How? -=3D> =
http://lists.otrs.org/pipermail/otrs/2002-September/000261.html

Of course you have to write your own procmail rules to generate your
X-OTRS-TicketKey1 and X-OTRS-TicketValue1 headers. And your own cmd=20
programs to do some lookups in an external database.

IMO I would use an html link for customer infos like phone-number,
fax-number,
address...

I mean, set just the CustomerID (via procmail, external lookup and
X-OTRS-CustomerNo)
and add an html link (Kernel/Output/HTML/Standard/TicketView.dtl and
Kernel/Output/HTML/Standard/TicketZoom.dtl) to an external =
html-customer-db
frontend.=20

So you have always the current address of your customer.

> By=20
> Ralph

  Martin

--
Martin Edenhofer - <martin at edenhofer.de> - =
http://martin.edenhofer.de/
--
"The number of Unix installations has grown to 10, with more expected."
                      The Unix Programmer's Manual, 2nd Edition, June =
1972

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<P><FONT SIZE=3D2>Hello,</FONT>
</P>

<P><FONT SIZE=3D2>thanks for the information how to add customer =
related infos to a ticket. It works fine!</FONT>
<BR><FONT SIZE=3D2>But now I experienced a problem with special =
characters (Umlauten) in the subject. If a customer uses such =
characters in the subject field and than he/she answers to an reply, =
the answers is not attached to the existing case, a new case is opened =
instead.</FONT></P>

<P><FONT SIZE=3D2>Any hints?</FONT>
</P>

<P><FONT SIZE=3D2>By </FONT>
<BR><FONT SIZE=3D2>Ralph</FONT>
</P>

<P><FONT SIZE=3D2>-----Urspr=FCngliche Nachricht-----</FONT>
<BR><FONT SIZE=3D2>Von: Martin Edenhofer [<A =
HREF=3D"mailto:EMAIL-PROTECTED">mailto:EMAIL-PROTECTED</A>]</FON=
T>
<BR><FONT SIZE=3D2>Gesendet: Montag, 23. September 2002 16:33</FONT>
<BR><FONT SIZE=3D2>An: EMAIL-PROTECTED</FONT>
<BR><FONT SIZE=3D2>Betreff: Re: [otrs] Customer ID and name</FONT>
</P>
<BR>

<P><FONT SIZE=3D2>Hi Ralph,</FONT>
</P>

<P><FONT SIZE=3D2>On Mon, Sep 23, 2002 at 03:17:41PM +0200, Ralph =
M?ller wrote:</FONT>
</P>

<P><FONT SIZE=3D2>&gt; exactly that information I was searching for. =
Now things became clearer to</FONT>
<BR><FONT SIZE=3D2>&gt; me. </FONT>
<BR><FONT SIZE=3D2>&gt; By the way, would it be possible to use the =
X-OTRS Headers to pass arbitrary</FONT>
<BR><FONT SIZE=3D2>&gt; customer related data to the system, for =
example phone-number and so on. If</FONT>
<BR><FONT SIZE=3D2>&gt; yes, what is to do to see these information in =
the ticket-view?</FONT>
</P>

<P><FONT SIZE=3D2>You can do this with &quot;X-OTRS-TicketKey&quot;, =
&quot;X-OTRS-TicketValue&quot;, &quot;X-OTRS-ArticleKey&quot;</FONT>
<BR><FONT SIZE=3D2>and &quot;X-OTRS-ArticleValue&quot;.</FONT>
</P>

<P><FONT SIZE=3D2>X-OTRS-Ticket -=3D&gt; Tags to a ticket.</FONT>
<BR><FONT SIZE=3D2>&nbsp;Maybe contract id, contract name, product =
name, product-code, ...</FONT>
</P>

<P><FONT SIZE=3D2>X-OTRS-Article -=3D&gt; Tags to an article.</FONT>
<BR><FONT SIZE=3D2>&nbsp;Maybe infos about the sender, used mail agent, =
...</FONT>
</P>

<P><FONT SIZE=3D2>How? -=3D&gt; <A =
HREF=3D"http://lists.otrs.org/pipermail/otrs/2002-September/000261.html"=
 =
TARGET=3D"_blank">http://lists.otrs.org/pipermail/otrs/2002-September/00=
0261.html</A></FONT>
</P>

<P><FONT SIZE=3D2>Of course you have to write your own procmail rules =
to generate your</FONT>
<BR><FONT SIZE=3D2>X-OTRS-TicketKey1 and X-OTRS-TicketValue1 headers. =
And your own cmd </FONT>
<BR><FONT SIZE=3D2>programs to do some lookups in an external =
database.</FONT>
</P>

<P><FONT SIZE=3D2>IMO I would use an html link for customer infos like =
phone-number, fax-number,</FONT>
<BR><FONT SIZE=3D2>address...</FONT>
</P>

<P><FONT SIZE=3D2>I mean, set just the CustomerID (via procmail, =
external lookup and X-OTRS-CustomerNo)</FONT>
<BR><FONT SIZE=3D2>and add an html link =
(Kernel/Output/HTML/Standard/TicketView.dtl and</FONT>
<BR><FONT SIZE=3D2>Kernel/Output/HTML/Standard/TicketZoom.dtl) to an =
external html-customer-db frontend. </FONT>
</P>

<P><FONT SIZE=3D2>So you have always the current address of your =
customer.</FONT>
</P>

<P><FONT SIZE=3D2>&gt; By </FONT>
<BR><FONT SIZE=3D2>&gt; Ralph</FONT>
</P>

<P><FONT SIZE=3D2>&nbsp; Martin</FONT>
</P>

<P><FONT SIZE=3D2>--</FONT>
<BR><FONT SIZE=3D2>Martin Edenhofer - &lt;martin at edenhofer.de&gt; - =
<A HREF=3D"http://martin.edenhofer.de/" =
TARGET=3D"_blank">http://martin.edenhofer.de/</A></FONT>
<BR><FONT SIZE=3D2>--</FONT>
<BR><FONT SIZE=3D2>&quot;The number of Unix installations has grown to =
10, with more expected.&quot;</FONT>
<BR><FONT =
SIZE=3D2>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nb=
sp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; The =
Unix Programmer's Manual, 2nd Edition, June 1972</FONT>
</P>

<P><FONT =
SIZE=3D2>_______________________________________________</FONT>
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