January 2005 - dev - OTRS mailing lists

Changing Ticket Age with Working-Hour Time
by Raul Santamaria 16 Feb '05

16 Feb '05

Hi, I would like to change the Ticket Age with the Working time passed till it was opened. I've been reading different modules, and I think it would be fine to implemet with TimeWeekdaysCounted TimeWorkingHours TimeVacationsDays TimeVacationsDaysOneTime in Config.pm I've seen a commented $Ticket{SLAAge} in several modules too. Is this intended for my modification? Is it part of an older or a new development? Can I use SLAAge yet? Thank you. Raul Santamaria

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AW: [dev] SMIME Problems with signed attachment/ not multipart
by Kaiser Dr., Thomas (LfStaD) 28 Jan '05

28 Jan '05

Hello Martin, Thanks for answer. Yes, a snapshot would be perfect for further testing. Is it possible to get it as tarball? Thanks and regards Thomas -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:me@otrs.de] Gesendet: Freitag, 28. Januar 2005 11:17 An: Development community of OTRS Betreff: Re: [dev] SMIME Problems with signed attachment/ not multipart Hallo Thomas, Kaiser Dr., Thomas (LfStaD) wrote: > As we are focusing on S/MIME for internal use in the company and > therefore need S/MIME support for otrs. We managed to import and use > our certificates, but we have a lot of problems with MIME encoded > emails which have attachments. We recognized also some problems with > signing regarding MIME-Headers and CR/LF, which seem to be an openssl > smime problem. > > The reception of signed emails in otrs doesn't work sometimes if there > is an attachment included. > > In this case we got an "single part MIME message." > > The major difference I noticed is that in this case the email is not > encoded multipart, but as one part and the attachement is included in > the signed data. Regardless whether this is correct in MIME-standard > it works with outlook 2002, but not with otrs. > > ArticleCheckSMIME.pm looks for multipart-type. Fixing this, the > correct signing is shown, but as the attachement is not recognized > during import the email, it is not shown. > > Any ideas to fix it or for a workaround? > > An example is attached. Thanks for the attachment! :) It's fixed in cvs head now. The content of the .doc file is "Eiworuilsökd Test". :) PS: The SMIME an PGP support in OTRS 1.3 experimental. And has changed in many parts for OTRS 2.0. -=> If needed I can create a current snapshot of the OTRS cvs head!? > Thomas 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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RE: AW: [dev] SMIME Problems with signed attachment/ not multipart
by Peter van Beugen 28 Jan '05

28 Jan '05

Nice! Is there a roadmap of planned new releases? Will there be a 1.3.3 soon? Or will 2.0.0 be the next release? And when? Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] Namens Martin Edenhofer Verzonden: vrijdag 28 januari 2005 16:29 Aan: Development community of OTRS Onderwerp: Re: AW: [dev] SMIME Problems with signed attachment/ not multipart Hi Thomas, Hi Christian, Kaiser Dr., Thomas (LfStaD) wrote: > Thanks for answer. Yes, a snapshot would be perfect for further testing. > Is it possible to get it as tarball? Is also created a snapshot tar/rpm (maybe also for other users). It's just a auto_build.sh script which creates this. :) It's available at: ftp://ftp.otrs.org/pub/otrs/misc/snapshots/ > Thomas Martin -- ((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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AW: [dev] SMIME Problems with signed attachment/ not multipart
by Kaiser Dr., Thomas (LfStaD) 28 Jan '05

28 Jan '05

Hi, As we are behind a firewall without cvs access, I have to request the opening of the firewall beforehand. This was my reason for asking for a tarball. Thanks Thomas -----Ursprüngliche Nachricht----- Von: Christian Schoepplein [mailto:chris@schoeppi.net] Gesendet: Freitag, 28. Januar 2005 14:12 An: Development community of OTRS Betreff: Re: [dev] SMIME Problems with signed attachment/ not multipart Hi! On Fr, Jan 28, 2005 at 11:27:14 +0100, Kaiser Dr., Thomas (LfStaD) wrote: >Thanks for answer. Yes, a snapshot would be perfect for further >testing. Is it possible to get it as tarball? Not as tarball, but you can get the newest snappshot via cvs with the following commands: # cvs -d :pserver:anonymous@cvs.otrs.org:/home/cvs login CVS password: cvs # cvs -z3 -d :pserver:anonymous@cvs.otrs.org:/home/cvs co otrs Now you should have a directory called "otrs" with the latest snappshot. Hth. > -- Gruß / Regards, Christian Schoepplein <chris at schoeppi.net> Linux fuer Blinde: http://www.blinux.suse.de _______________________________________________ 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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SMIME Problems with signed attachment/ not multipart
by Kaiser Dr., Thomas (LfStaD) 28 Jan '05

28 Jan '05

Hi, As we are focusing on S/MIME for internal use in the company and therefore need S/MIME support for otrs. We managed to import and use our certificates, but we have a lot of problems with MIME encoded emails which have attachments. We recognized also some problems with signing regarding MIME-Headers and CR/LF, which seem to be an openssl smime problem. The reception of signed emails in otrs doesn't work sometimes if there is an attachment included. In this case we got an "single part MIME message." The major difference I noticed is that in this case the email is not encoded multipart, but as one part and the attachement is included in the signed data. Regardless whether this is correct in MIME-standard it works with outlook 2002, but not with otrs. ArticleCheckSMIME.pm looks for multipart-type. Fixing this, the correct signing is shown, but as the attachement is not recognized during import the email, it is not shown. Any ideas to fix it or for a workaround? An example is attached. Thanks in advance and regards Thomas

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Some tips for last stable
by Igor Muratov 20 Jan '05

20 Jan '05

Hi, all. I will be happy to apply my small patches to main stream of the OTRS. otrs-1.3.2-alt-kernal-shm.patch - check if kernel with openwall patch used otrs-1.3.2-alt-queue-access.patch - add queue access right via mail What you think about? -- With best regards Chief of Support Department Igor Muratov migor at altlinux dot org

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OTRS at NASA
by Jason Dixon 14 Jan '05

14 Jan '05

Hi folks: I'm new to the list, but I'm pretty familiar with the OTRS codebase. We have implemented OTRS at one of the NASA organizations in a support role, supplanting Remedy AR. We have made a large number of changes and additions to OTRS to support our specific needs and requirements. Much of this functionality centers around users, alerts, and assets (systems). We are currently meeting with the NASA attorneys to discuss our OSS policies, but I expect that we will be able to present much of the work we have done as a large unified diff against the 1.3.2 tree. I'm not sure if it will be of any interest, but I just wanted to give advanced notice and see if there are any takers. We would like to keep an open channel of communication with the OTRS development team, so if anyone would like more details on what we have done to advance OTRS in our particular installation, please don't hesitate to contact me on- or off-list. Regards, -- Jason Dixon 301.286.8635 voice NASA / Goddard Space Flight Center jason(a)nccs.nasa.gov AMTI, Inc. Building 28, Room S212 Code 931

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Nagios and OTRS
by Volker Maibaum 14 Jan '05

14 Jan '05

Hello, we are using nagios for system monitoring in our company. As we also use OTRS, I thought it would be a nice thing to make the tools work together. Two perl-scripts and a bit of configuration was all that was needed. The integration works as follows: When NAGIOS notices a host or service problem it starts a perl-script that sends an Email to OTRS. A Tickets is created by OTRS after recieving the message. When the problem still exists after some time, NAGIOS calls the script again. This time the script does not send an email to OTRS, but calls a modified copy of GenericAgent (over SSH) to add a note to the existing Ticket. When the problem has vanished NAGIOS calls the script again, which then closes the ticket the same way. I tried to make the scripts as independent of the OTRS-version as possible, but as I use a modified copy of the GenericAgent.pl there is problably the need to do some minor adjustments to this perl-script when using a different version of OTRS than 1.2.2. Is there a way to create dynamic jobs (created from commandline parameters) for GenericAgent? Then i could make it completely independend from the OTRS Version. Is anyone interested in the scripts (incl. installation-howto)? Is there a place on the otrs-page where people can make there code available to others? I saw that the wiki was closed... -- Volker Maibaum Tel: 0711-939-0972 Fax: 0711-939-160972 volker.maibaum(a)eberspaecher.com

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RE: [dev] Nagios and OTRS
by Nigel Clarke 13 Jan '05

13 Jan '05

Yes please. Sounds like a great solution. -----Original Message----- From: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] On Behalf Of Volker Maibaum Sent: Thursday, 13 January 2005 2:53 PM To: dev(a)otrs.org Subject: [dev] Nagios and OTRS Hello, we are using nagios for system monitoring in our company. As we also use OTRS, I thought it would be a nice thing to make the tools work together. Two perl-scripts and a bit of configuration was all that was needed. The integration works as follows: When NAGIOS notices a host or service problem it starts a perl-script that sends an Email to OTRS. A Tickets is created by OTRS after recieving the message. When the problem still exists after some time, NAGIOS calls the script again. This time the script does not send an email to OTRS, but calls a modified copy of GenericAgent (over SSH) to add a note to the existing Ticket. When the problem has vanished NAGIOS calls the script again, which then closes the ticket the same way. I tried to make the scripts as independent of the OTRS-version as possible, but as I use a modified copy of the GenericAgent.pl there is problably the need to do some minor adjustments to this perl-script when using a different version of OTRS than 1.2.2. Is there a way to create dynamic jobs (created from commandline parameters) for GenericAgent? Then i could make it completely independend from the OTRS Version. Is anyone interested in the scripts (incl. installation-howto)? Is there a place on the otrs-page where people can make there code available to others? I saw that the wiki was closed... -- Volker Maibaum Tel: 0711-939-0972 Fax: 0711-939-160972 volker.maibaum(a)eberspaecher.com _______________________________________________ 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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Missing Date header in AgentForward
by Alessandro Ranellucci 11 Jan '05

11 Jan '05

When I forward an article I get an empty "Date:" header in composed text. Digging a little in OTRS code I found that AgentForward.dtl includes the following fields: $Text{"Date"}: $Data{"Date"} $Text{"From"}: $Data{"From"} $Text{"To"}: $Data{"To"} $Text{"Cc"}: $Data{"Cc"} $Text{"Reply-To"}: $Data{"ReplyTo"} $Text{"Subject"}: $Data{"Subject"} $Data{"Body"} but $Data{"Date"} isn't defined in neither AgentForward.pm or Kernel/System/Ticket/Article.pm. Also I think that it would be nice to show those Cc and Reply-To only if they are not empty. Finally I would remove the double \n between "Forwarded message from" and the "Date: " header. Waiting for your feedback, OTRS team! :-) - Alessandro

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