April 2004 - dev - OTRS mailing lists

Tried to create OTRS-Module-Packages
by Martin Edenhofer 26 Apr '04

26 Apr '04

Hi, some time ago some people wanted a tool to share custom OTRS modules. The tool isn't ready till now, but I tried to create example OTRS modules packages. There are two example packages: Just a simple calendar (no function in there): ftp://ftp.otrs.org/pub/otrs/misc/module-packages/otrs-1.2-calendar-20040425… Just a simple file download manager (from local directory): ftp://ftp.otrs.org/pub/otrs/misc/module-packages/otrs-1.2-filedownload-2004… Any comments? Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

1 0

Re: [dev] Re: message hard wrapping
by Robert L Mathews 23 Apr '04

23 Apr '04

At 4/22/04 3:00 AM, dev-request(a)otrs.org wrote: >I'm going to test your patch on our production system. I've actually done some more refinements since, after looking at the behavior of a number of "real" mail programs. For example, quoted lines beginning with ">" should not be rewrapped even if they exceed 80 characters. Rewrapping quoted lines almost always messes them up, and should be avoided. Also, a minimum line length of 4 characters before a wrap occurs should be enforced to prevent the problem where a line beginning with several spaces (for indenting) followed by a URL that exceeds 80 characters leads to two wrapped lines, the first containing three spaces and the second containing the URL. >Two questions anyway: > >1. Did you fix the issue with original messages being wrapped at more > than $NewLine characters? If I'm not wrong, Outlook's default is 80 > characters. I did some tests, and Outlook wraps at 76 characters or less, and no (non-broken) mail I could find exceeds 78. That leads to this regexp for quoting replies (the "78" should come from the config file, but you get the idea): $Data{Body} =~ s/(^>.+|.{4,78})(?:\s|\z)/$1\n/gm; That is, if the line is already quoted, don't wrap it at all. Otherwise, allow 4-78 characters before a space or newline; replace the last space or newline before 78 characters with a newline. The end result is that messages with a newline before 79 characters don't appear to get rewrapped (so they aren't altered if the user sent from a mail program that [correctly] did hard wrapping), but if they exceed 78 characters, they're rewrapped. (The above algorithm does not lead to perfect wrapping for some types of less common mail formatting that doesn't use hard returns, such as that described in RFC 2646, but it is better than what's there now.) (The "\z" makes sure that the last line is not broken at the final space in the string if there is no trailing newline.) The regexp for wrapping our own outgoing text (not quoting someone a user's message) is the same, but should use a different maximum length (again, the "72" should be adjustable from the config file): $Self->{Body} =~ s/(^>.+|.{4,72})(?:\s|\z)/$1\n/gm; I prefer 72 characters max to 75, because it gives you more room to have several levels of quoted replies, which are common in support environments. You certainly don't want to use 78, because Outlook would then rewrap it at 76 when the user replied, leading to a mess. So, in a nutshell: 1. Don't rewrap quoted text at all. It almost never makes it better. 2. When quoting and rewrapping text from someone else, don't wrap at less than 78 characters, because the user's mail program may have used lines that long, and rewrapping them at less than 78 characters leads to the problem where each line is converted to two lines, with the last word of each sentence on a line by itself. 3. When rewrapping text you created that isn't already hard-wrapped, make sure the lines don't exceed 76 characters. Otherwise, people replying to you will rewrap your message in the same way described above. >2. How do your regexp'es handle long URLs? They shouldn't wrap lines > containing a single word (actually, they shouldn't wrap words at > all). They never break words -- they only break on whitespace. If you have a long URL, it won't be broken at all. >Anyway, I think that good message wrapping should be integrated in OTRS >as soon as possible. If Martin gives the go-ahead to indicate that a patch would be accepted, I'll work up a proper patch that removes all the hard-wrapping stuff and properly wraps all the OTRS textareas (I'm currently just doing AgentCompose). -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

1 0

Re: [dev] Re: message hard wrapping
by Robert L Mathews 21 Apr '04

21 Apr '04

Does anyone have any thoughts on my message about wrapping from a couple of days ago? As I mentioned, on my copy of OTRS, I made changes to remove the hard browser wrapping and have OTRS handle it internally using those nifty regexps that wrap at 75 characters or less (rather than 75 characters or more, as in the current scheme). So far, so good -- it has solved all my wrapping problems, especially with quoting a customer's reply. It has been tested on several hundred tickets, including some weird ones I created intentionally to try to break it. Again, I would like to submit a patch for this if it would be accepted. However, it involves modifying quite a few templates to remove browser hard wrapping (because the two wrapping methods conflict with each other). Does anyone know of a reason that the hard wrapping in the templates exists, other than the fact that OTRS couldn't handle the wrapping the itself? In other words, if OTRS correctly handled line wrapping, is there any reason to keep it? If nobody knows of a reason why the hard wrapping is needed, Martin, would a patch that replaces it be likely to be accepted? -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

2 1

Typo in initial_insert
by Joerg Friedrich 20 Apr '04

20 Apr '04

diff attached -- Jörg Friedrich

1 0

RE: [dev] How to include template inside of template
by Tyler Hepworth 19 Apr '04

19 Apr '04

> [Kernel/Output/HTML/Standard/Header.dtl] > > # include Copyright.dtl > $Include{"Copyright"} > > [...] > > There is a new dtl tag to include other dtl files. .-) > Sounds neat (but I have to learn how to use CVS first :( ). Currently, I assign the object to a $Param and the return it along with the rest of the params in the main file I am outputting. Tyler

1 0

RE: [dev] How to include template inside of template
by Tyler Hepworth 19 Apr '04

19 Apr '04

Tyler Hepworth wrote: > How do I include a dtl template inside another template? I > want to create a template with multiple links. When a link > is clicked it will call a second template that will display > inside the first template underneath the links. Both of these > templates will be displayed under the agent navigation bar. Nevermind, I figured this one out. Tyler Hepworth

2 1

How to include template inside of template
by Tyler Hepworth 18 Apr '04

18 Apr '04

How do I include a dtl template inside another template? I want to create a template with multiple links. When a link is clicked it will call a second template that will display inside the first template underneath the links. Both of these templates will be displayed under the agent navigation bar. Example (Imaginge you are looking the OTRS agent interface): -------------------------------------- OTRS -------------------------------------- Logout Queue View Phone View..... -------------------------------------- New Template -------------------------------------- Link1 Link2 Link3 Link4...... Contents of links[1..4] are displayed here. Everything above this points stays the same. Thanks, Tyler Hepworth

1 0

Re: [dev] Re: message hard wrapping
by Robert L Mathews 17 Apr '04

17 Apr '04

At 4/16/04 3:00 AM, Martin Edenhofer <me(a)otrs.de> wrote: >On Tue, Apr 13, 2004 at 06:33:21PM +0200, Alessandro Ranellucci wrote: >> On 13-04-2004 at 17:47, Alessandro Ranellucci wrote: >> >> >>$Self->{Body} =~ s/(> )?(.{$NewLine}[^\s]*\s)/$2\n/g; >> >> Actually that line should be as follow to prevent un-quoting of quoted >> text: >> >> $Self->{Body} =~ s/((> )?.{$NewLine}[^\s]*\s)/$1\n/g; > >How about lines with more the $NewLine chars? Do you know an regexp >to insert an \n bevor $NewLine is reached? > >For example: >"His is a long line with a lot of words an here is a loooooooooonnnnnggggg >word." > >$NewLine is there: -----------------------------------^ > >But I want to insert the \n bevor "loooooooooonnnnnggggg". > >Do you have an solution? This will work: $Self->{Body} =~ s/(.{1,$NewLine})(?:\s|\z)/$1\n/g; It correctly handles the case you mentioned. Because regexps are greedy, the {1,$NewLine} grabs as many characters as it can up to (but not more than) $NewLine characters. (The "\z" makes sure that the final line of a message isn't broken at the final space if it's missing a trailing newline.) Now that I think about it, pre-quoted lines probably should not be rewrapped at all, actually, leading to something more like: $Self->{Body} =~ s/(^>.*|.{1,$NewLine})(?:\s|\z)/$1\n/gm; Currently, AgentCompose.pm uses this to wrap lines of incoming messages: $Data{Body} =~ s/(.{$NewLine}.+?\ s)/ $1\n/g; This wraps lines at 75 characters or greater, rather than 75 characters or less, which is what we really want. If the latter line were: $Data{Body} =~ s/(^>.*|.{1,$NewLine})(?:\s|\z)/$1\n/gm; ... the results are MUCH better. I've made this change on my version of OTRS and tested it on all the edge cases I can think of, and it seems to be working well. It still isn't perfect in quoting the original text when the sender uses a line length greater than 75 characters (the quoted text gets broken into a long line of up to 75 characters and a short, single-word next line); I'll work on that (although actually my e-mail program does exactly the same thing with mail above 77 characters, so maybe this is just something that's inherent to the process). If I can work out that last kink (or decide it can't be fixed), I would then like to submit a patch if it is likely to be accepted. The patch would need to remove the hard wrap from all the templates for this change to work properly; would that be an issue? Does anyone actually like/use the browser wrap type for anything that would be missed if OTRS correctly handled the wrapping in code? (I personally have had no end of wrapping problems due to the hard wrap; in particular, my browser [Safari] actually varies the amount of text the textarea can contain depending on whether the text in it causes a vertical scroll bar to appear. Unbelievable. It actually also uses variable-width fonts for textareas by default, which I had to override in the OTRS CSS style. Sheesh.) -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

1 0

new feature: reverse queue sorting
by Wiktor Wodecki 16 Apr '04

16 Apr '04

Hello, I just commited a small patch which gives the admin the ability to change the sorting of specific queues from descending to ascending. Our customer care departmend found it useful so we thought that contributing it back might be a good idea. Check out the current cvs for the code. Comments? Flames? :-) -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783

3 2

RE: [dev] Auto Assing Group Rights
by Tyler Hepworth 16 Apr '04

16 Apr '04

> > could you post a diff(1) to the list? This would make it > easier for other > people to read your changes. Thanks. My apologies. I have patched User.pm to create group rights and will include the changes I have made. A brief explanation of how it works. I authenticate against Active Directory via LDAP. All agents are members of a basic group "otrs". This allows the LDAP Auth check to succeed for all agents. In addition to the basic group, agents are members of additional groups that define their privileges. Currently I have the groups "otrsAgent" and "otrsAdmin" defined. User.pm now does additional checks to see which of these extra groups an agent is a member of. When the agent signs in for the first time and "syncldap2database" is run, group rights are assigned accordingly. One question: can you look through the code and tell me if it is vulnerable to manipulation via the web interface or have I programmed this correctly from a security point of view? Thanks, Tyler Hepworth Diff output follows for User.pm 15a16 > use Kernel::System::Group; 20a22 > 55a58,59 > $Self->{GroupObject} = Kernel::System::Group->new(%Param); #Custom > 64c68 < # check if result is cached --- > # check if result is cached 99c103 < # check valid --- > # check valid 112c116 < $Self->{'GetUserData'.$User.$UserID} = {%Data, %Preferences}; --- > $Self->{'GetUserData'.$User.$UserID} = {%Data, %Preferences}; 116a121,192 > ## ---------------------------------------------------------------------------- ------------- ## > ## Create routines for establishing group permissions. Call them during user creation. ## > ## ---------------------------------------------------------------------------- ------------- ## > sub users_grp { > my $Self = shift; > my ($UserID) = @_; > $Self->{GroupObject}->GroupMemberAdd( > UID => $UserID, > GID => 1, > UserID => 2, > Permission => { > ro => 0, > move_into => 0, > create => 0, > owner => 0, > priority => 0, > rw => 1, > } > ); > } > sub admin_grp { > my $Self = shift; > my ($UserID) = @_; > $Self->{GroupObject}->GroupMemberAdd( > UID => $UserID, > GID => 2, > UserID => 2, > Permission => { > ro => 0, > move_into => 0, > create => 0, > owner => 0, > priority => 0, > rw => 1, > } > ); > } > sub stats_grp { > my $Self = shift; > my ($UserID) = @_; > $Self->{GroupObject}->GroupMemberAdd( > UID => $UserID, > GID => 3, > UserID => 2, > Permission => { > ro => 0, > move_into => 0, > create => 0, > owner => 0, > priority => 0, > rw => 1, > } > ); > } > sub faq_grp { > my $Self = shift; > my ($UserID) = @_; > $Self->{GroupObject}->GroupMemberAdd( > UID => $UserID, > GID => 4, > UserID => 2, > Permission => { > ro => 0, > move_into => 0, > create => 0, > owner => 0, > priority => 0, > rw => 1, > } > ); > } > ## ------------------------------------- END ----------------------------------------------- ## 121c197 < foreach (qw(Firstname Lastname Login Pw ValidID UserID Email)) { --- > foreach (qw(Firstname Lastname Login Pw ValidID UserID Email Group)) { 173a250,261 > > # Create user group permissions here > if ($Param{Group} eq "otrsAgent") { > $Self->users_grp($UserID); > $Self->faq_grp($UserID); > } elsif ($Param{Group} eq "otrsAdmin") { > $Self->users_grp($UserID); > $Self->admin_grp($UserID); > $Self->stats_grp($UserID); > $Self->faq_grp($UserID); > } > 178c266 < return $UserID; --- > return $UserID; 229c317 < --- > 246c334 < return; --- > return; 248c336 < } --- > } 326c414 < --- > 447a536 > $Self->{GroupRights} = $Self->{ConfigObject}->Get('AuthModule::LDAP::GroupRights') || ''; 470a560 > my $Group = ''; 472c562 < my %SyncUser = (); --- > my %SyncUser = ();; 474a565,585 > # -- > # Custom code to get user's actual group privilege > # -- > my $Filter2 = ''; > $Filter2 = "($Self->{AccessAttr}=$UserDN)"; > my $GroupRights = ''; > foreach ( 'cn=otrsAdmin,cn=Users,dc=nspnet,dc=net', > 'cn=otrsAgent,cn=Users,dc=nspnet,dc=net') { > my $Result2 = $LDAP->search ( > base => $_, > filter => $Filter2, > ); > foreach my $Entry ($Result2->all_entries) { > $GroupRights = $Entry->dn(); > } > last if ($GroupRights); > } > my @split = split/,/,$GroupRights; > $Group = $split[0]; > $Group =~ s/^cn=//i; > # -- end custom 487a599 > Group => $Group,

1 0