March 2004 - dev - OTRS mailing lists

rendering of multipart/related - mhonarc integration
by Roland 28 Mar '04

28 Mar '04

Dear developers! In the course of trying to render multipart/related e-mails (those that are created by OE), I found a (perl) tool that is used to archive e-mails and newsgroups to standard html format: MHonArc. Now I am wondering if anyone could give me a hint what would be the best strategy to integrate this into OTRS. My first idea was to write a module "ArticelStorageMHonArc.pm". Altough this would be straight forward, I could not yet find a way of how to utilize the data from inside OTRS. I considered using the "ArticleContentPath" that is stored in the article data base table. I can create it from the storage module, but I am somewhat unsure about its correct semantics, since I am tempted to store a file together with path instead a path alone. And more seriously ,my problem now is, that I cannot access this field from "TicketView.dtl". I tried: $Data{"ArticleContentPath"}, but had no success. The idea is to use an inline frame to render the content of the path (filename). Even if this could be made to work, I still fell a little unlucky with this approach since it is kind of a (dirty?) hack. But going this way would not interfere much with the core code of OTRS, and I hope that I will still be able to do smooth upgrades. What I would rather like to see is having a "ArticleStorageMbox.pm" for easy archiving of old articles and an "orthogonal" method of choosing my renderer i.e. using MHonArc. But this would need to change much of the (very well written!) source code of OTRS I am afraid, and all the mess of track-keeping on upgrades. In the hope anyone can give me some hints, Roland

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RE: [dev] RE: [otrs] Feature Request: global replace of updated c ustomer em ail
by Covert, Jake 28 Mar '04

28 Mar '04

Upgraded to 1.2.2. It works now. I even get a nice little notice: ========================== To: (Sean Cooper <old_email_address>) replaced with database email! ========================== Excellent work. :-) ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Saturday, March 27, 2004 9:37 AM To: Development community of OTRS Subject: Re: [dev] RE: [otrs] Feature Request: global replace of updated customer em ail Hi Jake, On Thu, Mar 25, 2004 at 08:31:28AM -0500, Covert, Jake wrote: > I would propose a new separate "Ticket Management" screen in the Admin > section, under the 'Misc' column. > > There you could run standard search and replace options. > > This might also be a good place to implement the GUI side of the > Generic-Agent I know you've been thinking about. :-) Yes. :) > I see what you mean, when you say that it's not always the email address. > ---------------------------- > As an example of this: I change the email address of a customer. Then I > find his/her one open ticket. I update the customer information fine. Then > I click on 'Empty Reply'. For some reason, the "To:" field is still > populated with the old email address. > > Must be that the email info is stored somewhere else as well. Not with OTRS 1.2. If the customer is changed, the the database email address is used/replaced with the old one. > ********************************* > Jake Covert > Infrastructure Analyst > Electronic Data Systems > PSIC Support Group > http://www.eds.com <http://www.eds.com> Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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

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otrs-1.2.2 Customer ldap backend: missing utf8 support
by Stephan Lauffer 27 Mar '04

27 Mar '04

hi! i'm on validating otrs-1.2.2 as support ticket system for our small university. we've stored our "customers" in openldap. there we need to use utf8 for cn, sn and givenname. otrs-1.2.2 seems not to convert utf8 into latin1 (or whatever). q1 is: is there a peace of code (from cvs/ devel) which supports the utf8/latin1 transformation or should i go on and write my own "hack"? q2: why is there a System/CustomerUser/LDAP.pm and a System/CustomerUser/LDAPNew.pm (btw... why is $Self->{UserSearchListLimit} not in Config.pm? System/CustomerUser/LDAP.pm, System/CustomerUser/LDAPNew.pm and System/CustomerUser/DB.pm has "hardcoded" values) ps: thx for otrs! hot stuff! -- Liebe Gruesse, with best regards Stephan Lauffer [ Pedagogical University Freiburg - Germany ] [ http://www.ph-freiburg.de/zik/ ] [ Fon/ Fax: +49 761 682 -459/ -486 ]

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patch for a simple customer "time accounting"
by Stephan Lauffer 27 Mar '04

27 Mar '04

hi! i've hacked a stupid new module to get (in index.pl?Action=AdminCustomerUser&Subaction=Change...) some time accounting unit informations to the customer. Looks like: " Time Accounting: Time units this week: Time units this month: Time units this year: Time units last year: (...) " if someone is interested i've attached the new module and the needed (small) patches. side note: i'm not a perl hacker... so /ignore if you dislike the code -- Liebe Gruesse, with best regards Stephan Lauffer [ Pedagogical University Freiburg - Germany ] [ http://www.ph-freiburg.de/zik/ ] [ Fon/ Fax: +49 761 682 -459/ -486 ]

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RE: [otrs] Feature Request: global replace of updated customer em ail
by Covert, Jake 27 Mar '04

27 Mar '04

I would propose a new separate "Ticket Management" screen in the Admin section, under the 'Misc' column. There you could run standard search and replace options. This might also be a good place to implement the GUI side of the Generic-Agent I know you've been thinking about. :-) I see what you mean, when you say that it's not always the email address. ---------------------------- As an example of this: I change the email address of a customer. Then I find his/her one open ticket. I update the customer information fine. Then I click on 'Empty Reply'. For some reason, the "To:" field is still populated with the old email address. Must be that the email info is stored somewhere else as well. I think there is a pretty big discrepancy between the database skill set required to write meaningful SQL queries and the needs of the OTRS user community at large. (Of course, this might very well just reflect my lack of knowledge in the db area....) Just my $.02 ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com <http://www.eds.com> ********************************* -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Wednesday, March 24, 2004 7:28 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Feature Request: global replace of updated customer email On Wednesday, March 24, 2004 8:54 PM Covert, Jake <jake.covert(a)eds.com> wrote: > So the feature request is this: Is there any way you could have the > system automatically update the customer information of their tickets > if I change their email address? Yes, this would be a desirable feature, although (or esp.) as it were easly managable with a few SQL statements, I believe. Any concrete ideas on how to implement it directly? Remember, it's not always the email adress that's the key, though that mustn't mean it were impossible. Just a point to think of. If this discussion were to continue, I'd kindly suggest we switch away from otrs@ - this simply isn't the right place. Please subscirbe to dev(a)otrs.org. Do so at http://lists.otrs.org/cgi-bin/listinfo/dev. Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Simple code to add <OTRS_TICKET_ID/HOOK> to responses
by Paul 24 Mar '04

24 Mar '04

Hi all, I've found it helpful to add support for inserting the ticket ID within the context of responses and added the following snippet to Kernel/Modules/AgentCompose.pm: Immediately after the following line: $Data{StdResponse} = $Self->{QueueObject}->GetStdResponse(ID => $Self->{ResponseID}); I added the following: # replace <OTRS_TICKET_ID> with ticket id and <OTRS_TICKET_HOOK> with ticket hook $Data{StdResponse} =~ s/<OTRS_TICKET_ID>/$Ticket{TicketNumber}/g; $Data{StdResponse} =~ s/<OTRS_TICKET_HOOK>/$TicketHook/g; This allows me to insert the following in responses: "Please refer to <OTRS_TICKET_HOOK>: <OTRS_TICKET_ID> if you contact us via telephone for faster response." I think it might make a useful addition for others. Best wishes, Paul

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cu on #otrs freenode.net?
by Stephan Lauffer 22 Mar '04

22 Mar '04

hi! some days ago i noticed that there is #otrs on the ircnet freenode.net. well, the # is not dead, but it would be nice, if some "more" visitors would like to join to #otrs -- Liebe Gruesse, with best regards Stephan Lauffer [ Pedagogical University Freiburg - Germany ] [ http://www.ph-freiburg.de/zik/ ] [ Fon/ Fax: +49 761 682 -459/ -486 ]

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ssl support for ldap backends
by Stephan Lauffer 22 Mar '04

22 Mar '04

hi! are there some plans to add ssl support for ldap (f.e. with Net::LDAPS)? latest Kernel/System/CustomerUser/LDAP.pm doens't looks like "ssl ready" -- Liebe Gruesse, with best regards Stephan Lauffer [ Pedagogical University Freiburg - Germany ] [ http://www.ph-freiburg.de/zik/ ] [ Fon/ Fax: +49 761 682 -459/ -486 ]

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Extra unsuspected "0xa" (LF?) character in attachements...
by Roland 17 Mar '04

17 Mar '04

Sorry for cross posting, but I am not sure whether my question better belongs to the developers list. ------ Forwarded message ------ From: Roland <roland.schwarz(a)chello.at> Date: Wed, 17 Mar 2004 17:00:14 +0100 (W. Europe Standard Time) Subject: [otrs] Extra unsuspected "0xa" (LF?) character in attachements... To: otrs(a)otrs.org I needed to change my articel storage to 'Kernel::System::Ticket::ArticleStorageFS' mode. This is working so far, but when I am retrieving the attachements I always get an additional LF character "0x0a" in front of the attachement which renders them invalid. I tested this for *.jpg as well as for *.zip. Is there anything I can do about this? Thank you, Roland -------- End of message -------

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Add <OTRS_TICKET_NUMBER> variable on AgentCompose.pm
by murahashi＠ayayu.com 09 Mar '04

09 Mar '04

Hi list, I would like to add <OTRS_TICKET_NUMBER> variable on AgentCompose.pm. I add a line as follows. # -- # prepare signature # -- $Data{Signature} = $Self->{QueueObject}->GetSignature(%Ticket); foreach (qw(Signature Salutation)) { $Data{$_} =~ s/<OTRS_FIRST_NAME>/$Self->{UserFirstname}/g; $Data{$_} =~ s/<OTRS_LAST_NAME>/$Self->{UserLastname}/g; $Data{$_} =~ s/<OTRS_USER_ID>/$Self->{UserID}/g; $Data{$_} =~ s/<OTRS_USER_LOGIN>/$Self->{UserLogin}/g; # added line $Data{$_} =~ s/<OTRS_TICKET_NUMBER>/\[$TicketHook: $Ticket{TicketNumber}\]/g; It works well for me. My question is why these variables below are not supported on AgentCompose.pm? <OTRS_CUSTOMER_SUBJECT[20]> <OTRS_CUSTOMER_EMAIL[5]> <OTRS_CUSTOMER_FROM> <OTRS_TICKET_NUMBER> <OTRS_TICKET_ID> Another question is ; Can we use these variables in admin response edit form? I mean it should be same as auto-response edit form. Am I wrong? Thank you. Shozo

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