November 2004 - dev - OTRS mailing lists

Unicode encoding problems
by Kristoffer Gleditsch 03 Dec '04

03 Dec '04

Hi! Our OTRS 1.3.2 installation runnig on Oracle is using UTF-8 as default charset, since our customer has users from several different charsets (and countries). :) We've had some problems with sending Email in UTF-8. When the characters in the email were translatable to latin-1 (or perhaps latin-15 - didn't test with €), the body of the email came through as latin-1, even though the headers insisted it was UTF-8. When the email contained characters that wouldn't translate to latin-1 (greek, chinese, czech...) it would croak with the message: Wide character in syswrite at /usr/lib/perl5/5.8.3/Net/Cmd.pm line 430.! I tried forcing it to use quoted printable, but that only seemed to move the problem: Wide character in subroutine entry at /home/virtual-http/www.elkjop.int/otrs/Kernel/cpan-lib/MIME/Decoder/QuotedPrint.pm line 74.! After a bit of digging around, Googling, and doing semi-random changes here and there, I stumbled over the Encode module, and the attached patch seems to fix our problem: I don't know if anyone else has this problem as well, or if it's our somewhat non-standard Oracle setup which is causing it, but if anyone else is seeing the same problem, it might be worth a shot. (Some of the changes in the patch is a bit unrelated to this problem, though. The "'" in the comment had to go because it messed up my editors Perl mode, and it seemed like a good idea to use the default charset as default. The most interesting bit is at the bottom.) Regards, -- Kristoffer.

3 4

GeriatricAgent module for handling AOL Feedback loop (scomp@aol.net)
by Peter Gervai 01 Dec '04

01 Dec '04

Hello, Attached a module which parse AOL spam feedback (http://postmaster.aol.com/fbl/) messages, gets our spammer customer's IP, hostname, try to guess username (if you can do it from hostname, otherwise you have to use other lookups, it's easy), fills customerID and free fields for AOL report and IP (could be one, but for me it's easier to filter this way). Put it in .../Kernel/System/GenericAgent/ and use in GenericAgent module as the module name. Module runs under v1.3.2 (and possibly later). Enjoy. Comments are welcome unless they criticise me, the module or my cleaning habits. :-) Peter ps: oh, if we would already have children links, I would have linked these unto a master ticket, to be able to close them by one "close", prevent them to escalate separately, visible separately, etc... soon! :) -- Now using M2, Opera's e-mail client: http://www.opera.com/m2/

1 1

InmailUserID in Postmaster modules
by Damir Dzeko 27 Nov '04

27 Nov '04

What is $Param{InmailUserID}? (I'm trying to modify NewTicket.pm and FollowUp.pm to enable OTRS to be used by agents that are using e-mail interface exclusively.)

2 3

what happened....?
by bobsmith1＠marketweighton.com 24 Nov '04

24 Nov '04

list died or what? /G -- www.gh-webinteractive.com

2 2

FastCGI-Support?
by Thomas - Lists 23 Nov '04

23 Nov '04

Hey there, as suggested on the users-list I repost it here. Is there any chance for fastcgi-support in later releases? mod_perl is fine but its only supported by apache and there are a lot of other great webservers out there which support fastcgi (which apache does too ;)) so it would be a good alternative to using mod_perl. Otherwise everyone using an alternative webserver is bound to use pure and slow CGI :(. Regards, Thomas Seifert

3 3

Search Results do not return the correct ArticleID of a ticket
by T. Kasikci 16 Nov '04

16 Nov '04

Hi Dev, I'm not sure if this is a bug or a feature request. When I use the agent search interface, the results seem to point at the first article associated with a ticket, and not the actual article that triggered the result. As a workaround, we click on print, then do a "find" on the print preview. I've looked through AgentUtilities.pm, but I'm having trouble detecting why exactly the first article is only referenced. Cheers, Tom

1 0

RE: [dev] OTRS Question
by Davis, Gary H 14 Nov '04

14 Nov '04

Please ... a sample would be great. So basically you are using the webform as a email frontend... interesting. thanks Gary D -----Original Message----- From: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org]On Behalf Of Tyler Hepworth Sent: Wednesday, November 10, 2004 3:45 PM To: Development community of OTRS Subject: Re: [dev] OTRS Question On Wed, 10 Nov 2004 14:59:54 -0500, Davis, Gary H <gary.h.davis(a)eds.com> wrote: > Is there an easy way to associate a web form to a OTRS queue? I have > created queues that require specific information each time they are > requested and I would like the user to fill out a web form with the required > information. Today they have to try to remember the format and use the > standard text buffer provided. > Create a web form. Parse the contents and construct and email using Net::SMTP. Stick something unique in the subject (on the backend) while constructing the mail. Send the mail to the helpdesk. Use an X-OTRS filter to look for the unique subject and route it to the appropriate queue. I use this method to route to three different queues. If you would like a more concrete example, let me know. Hth, Tyler Hepworth _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

2 1

Mirror updates
by Bryan Fullerton 10 Nov '04

10 Nov '04

Howdy, I host the Canadian FTP mirror for OTRS. I've noticed that when I mirror the FTP site each night I get an updated copy of the entire /misc directory. I'm assuming this is because it's being checked out of CVS each day, or some other process is updating the timestamps on all the files. In any case, it's rather irritating, as I get a huge email listing all the updated otrs:/misc files every morning. So, just as a FYI, I'm omitting the /misc directory from my nightly mirror and only updating it once a week on Sunday. Thanks, Bryan

3 8

OTRS Question
by Davis, Gary H 10 Nov '04

10 Nov '04

Is there an easy way to associate a web form to a OTRS queue? I have created queues that require specific information each time they are requested and I would like the user to fill out a web form with the required information. Today they have to try to remember the format and use the standard text buffer provided. Thanks ... keep up the good work! Gary Davis GM PSIC Lab Manager Electronic Data Systems (586) 492-6561 Work http://www.eds.com

3 2

xml
by bobsmith1＠marketweighton.com 10 Nov '04

10 Nov '04

just out of curiosity: does the OTRS already use XML / CSS / + XSL instead of creating pure HTML/XHTML or is that something you are trying to avoid? if not:anyone interested to join the dev of OTRS with XML support? just wondering /g --- www.gh-webinteractive.com

4 8