October 2005 - dev - OTRS mailing lists

Feature request: response template -> next ticket state
by Sascha.Rommelfangen＠ses-astra.com 17 Jan '11

17 Jan '11

Hi, I have a suggestion for OTRS, probably someone wants to implement this: When creating a response template (Admin Area -> Responses; AdminResponse.pm), it would be nice to have the possibility to define the next ticket state. For example: I have a 'CloseWithStateExplanation' template, and often people forget to change the next ticket state. The result is a nice explanation about the state ('closed'), but the state is of course still 'open'. Best regards, Sascha Rommelfangen

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Bulk-Action - Merge Tickets
by Alexander Koch 27 Oct '05

27 Oct '05

Hello, our Agents did missing the feature to merge more than one Ticket at one time. So I did try to integrate the merge feature into the Bulk-Action. I attached two diffs which seems to make it possible, but only very simple and I think there should be some more checks. In AgentTicketBulk.pm I did for each Ticket a Ticket->Merge, if it fails it do an Notice(?). After the first merge I set a flag, so that a note would not be added twice. I think the Queue-Set is ok. The State-Set should be overwritte through Ticket-Merge. The unlock should also be ok. All works for us, are there some conditions which I did not mind? Also I don't understand how to report errors the right way, what happen if one merge fails -- I don't know how to test this. Regards, Alex PS: We are running OTRS 2.0.1 -- Alexander Koch, mailto: ak(a)ilk.net ILK Internet GmbH, Akademiestrasse 25 - 27, D-76133 Karlsruhe Tel: +49 (0) 721 9100 0, Fax: +49 (0) 721 9100 191 http://www.ilk.net

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move data from bugzilla to otrs
by Jennifer Valdez 26 Oct '05

26 Oct '05

Has anyone had success moving data from bugzilla to otrs? Any advice? Thanks, jv

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[Need Help] Customize Ticket Number
by APPANAH Ravi 26 Oct '05

26 Oct '05

Hi !!! I successfully install otrs 2.0.2 version... I try to create my own ticket with this format : <TicketFreeTextField2>-<DDMMYY>-<AutoIncrementNumber> ie WEB-290905-003 I create a new module called Df.pm in /app/otrs/Kernel/System/Ticket/Number/Df.pm and modify the Kernel/Config.pm file : $self->{'Ticket::NumberGenerator'} = 'Kernel::System::Ticket::Number::Df'; How can I get the value of "TicketFreeTextField2" in the module Df.pm ? Thanks in advance. Regards, Ravi APPANAH -- Ravi APPANAH Chef de Service Exploitation - Ingénieur Sécurité --------------------------------------------------------------------------------------- La Documentation Française Sous Direction Administration Département des Systèmes Informatiques (DSI/Service Exploitation) 124 Rue Henri Barbusse 93308 Aubervilliers Tel : +33 1 40 15 68 47 / +33 6 64 40 24 79 http://www.ladocumentationfrancaise.fr GPG/PGP Id: 0xF8322F8C -- Kfp: F079 EDDD 4A02 0D3F E4BD 3051 35CC A14F F832 2F8C ---------------------------------------------------------------------------------------

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[SOLVED] Syslog Error on PostMasterPOP3
by Nigel Clarke 18 Oct '05

18 Oct '05

I continually received the following error via email: Modification of a read-only value attempted at /usr/lib/perl5/5.8.5/i386-linux/Sys/Syslog.pm line 312 Managed to find a solve problem by correcting syntax in System:Log:Syslog.pm for the call to syslog. Man page states syntax as: syslog $priority, $format, @args Diff or correction is: 65c65 < syslog('debug',"%s", "[Debug][$Param{Module}][$Param{Line}] $Param{Message}"); --- > syslog('debug', "[Debug][$Param{Module}][$Param{Line}] $Param{Message}"); 68c68 < syslog('info',"%s", "[Info][$Param{Module}] $Param{Message}"); --- > syslog('info', "[Info][$Param{Module}] $Param{Message}"); 71c71 < syslog('notice',"%s", "[Notice][$Param{Module}] $Param{Message}"); --- > syslog('notice', "[Notice][$Param{Module}] $Param{Message}"); 74c74 < syslog('err',"%s", "[Error][$Param{Module}][Line:$Param{Line}]: $Param{Message}"); --- > syslog('err', "[Error][$Param{Module}][Line:$Param{Line}]: $Param{Message}"); 80c80 < syslog('err',"%s", "[Error][$Param{Module}] Priority: '$Param{Priority}' not defined! Message: $Param{Message}"); --- > syslog('err', "[Error][$Param{Module}] Priority: '$Param{Priority}' not defined! Message: $Param{Message}"); Please let me know if this is not correct. It seems to have stopped the errors. Regards, Nigel Clarke

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Thesis on open source
by Hania Sabbidin 16 Oct '05

16 Oct '05

Dear OTRS Developers, I am a student at the American University of Beirut (AUB) currently working for a Masters degree in Engineering Management. I am in the process of conducting research work on organizational aspects of the open source software development process. Accordingly, Ive devised a survey to which I am inviting a number of open source software developers to fill out. I would thus very much appreciate your help in filling out the survey, attached herein. If you believe other developers may be willing to fill it out, kindly send them this message. If you have any comments or feedback on the content or style of survey, or if you believe you can provide other information that may be useful for my thesis, please feel free to contact me. Thank you in advance, Hania Sabbidin Engineering Management Programme American University of Beirut

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former TicketLinkAdd?
by Alex Mihicinac 12 Oct '05

12 Oct '05

Hi all, can someone tell me what is the name of sub, which was called TicketLinkAdd? Is LinkObjects standing for that now? TIA, --alexm

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utf8 subject encoding
by Boris Bliznioukov 10 Oct '05

10 Oct '05

Hi All, I had a small problem with an email subject in UTF8. So I fixed and would like to submit back a diff. first of all it was not encoded properly since encode_mimewords wants a bytes an not widechar string as an input. And second encode_mimewords eats a space when it encodes so allwordsaregluedtogheter after you encode it, so I added space to be included in the regexp. Boris./ --- /home/xeon/soft/otrss/Kernel/System/Email.pm Wed Jan 19 22:06:25 2005 +++ /home/xeon/soft/otrs/Kernel/System/Email.pm Sat Aug 27 21:15:12 2005 @@ -224,7 +224,7 @@ # do some encode foreach (qw(From To Cc Bcc Subject)) { if ($Header{$_} && $Param{Charset}) { - $Header{$_} = encode_mimewords($Header{$_}, Charset => $Param{Charset}) || ''; + $Header{$_} = encode_mimewords(Encode::encode($Param {Charset},$Header{$_}), Charset => $Param{Charset}) || ''; } } $Header{'X-Mailer'} = $Self->{ConfigObject}->Get('Product')." Mail Service (".$Self->{ConfigObject}->Get('Version').")"; --- /home/xeon/soft/otrss/Kernel/cpan-lib/MIME/Words.pm Tue Feb 15 16:43:51 2005 +++ /home/xeon/soft/otrs/Kernel/cpan-lib/MIME/Words.pm Sun Sep 4 17:15:56 2005 @@ -117,7 +117,7 @@ # almost, but not exactly, quoted-printable. :-P sub _encode_Q { my $str = shift; - $str =~ s{([_\?\=$NONPRINT])}{sprintf("=%02X", ord($1))}eog; + $str =~ s{([ _\?\=$NONPRINT])}{sprintf("=%02X", ord($1))}eog; $str; } @@ -310,7 +310,7 @@ ### We limit such words to 18 characters, to guarantee that the ### worst-case encoding give us no more than 54 + ~10 < 75 characters my $word; - $rawstr =~ s{([a-zA-Z0-9\x7F-\xFF]{1,18})}{ ### get next "word" + $rawstr =~ s{([a-zA-Z0-9\x7F-\xFF]+\s*)}{ ### get next "word" $word = $1; (($word !~ /[$NONPRINT]/o) ? $word ### no unsafe chars

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autoBounce/Forward?
by Alex Mihicinac 10 Oct '05

10 Oct '05

Hi all, is there an OTRS feature which would be able to bouce every new mail, which ends in specific queue? I have script which was doing that in previous version of OTRS, but it seems, that it's not compatible with OTRS version 2.x. Can someone help debug it - see attached file. TIA, --alexm #!/usr/bin/perl -w use lib ("/opt/otrs/" , "/opt/otrs/Kernel/cpan-lib/"); use Kernel::Config; use Kernel::System::Log; use Kernel::System::DB; use Kernel::System::Ticket; use Kernel::System::User; use Data::Dumper; my $ConfigObject = Kernel::Config->new(); my $LogObject = Kernel::System::Log->new( ConfigObject => $ConfigObject, ); my $DBObject = Kernel::System::DB->new( ConfigObject => $ConfigObject, LogObject => $LogObject, ); my $TimeObject = Kernel::System::Time->new( ConfigObject => $ConfigObject, ); my $TicketObject = Kernel::System::Ticket->new( ConfigObject => $ConfigObject, LogObject => $LogObject, DBObject => $DBObject, TimeObject => $TimeObject, ); my $UserObject = Kernel::System::User->new( ConfigObject => $ConfigObject, LogObject => $LogObject, DBObject => $DBObject, ); my $user_id = $UserObject->GetUserIdByName(User=>'root@localhost'); my $ticket_num; #=$ARGV[0]; my $ticket_id; #=$ARGV[1] || 0; my @AllTicketIDs; sub bounce { my ($ticket_id,$article)=@_; #my $ticket_id=shift @_; $ticket_num=0; if (!$ticket_num) { # We only got a ticket ID $ticket_num=$TicketObject->TicketNumberLookup(TicketID=>$ticket_id); } # check how many articles ticket has my @ArticleIDs = $TicketObject->ArticleIndex( TicketID => $ticket_id ); if (@ArticleIDs <= 1) { # Let's see if it's a new mail or followup $subject='[BLA #: '.$ticket_num.'] '.$article{Subject}; } else { $subject=$article{Subject}; } # check if article has attachments my %AttachIndex = $TicketObject->ArticleAttachmentIndex( ArticleID => $article{ArticleID}, FileID => 1 ); my @test = sort keys %AttachIndex; # collect parameters for bouncing mail %ArticleSendParams=(TicketID=>$ticket_id, From=>$article{From}, To=>$article{To}, Subject =>$subject, Cc =>$article{Cc}, Bcc =>'valid(a)email.com', Body =>$article{Body}, UserID=>$user_id, Loop =>1, ArticleType =>'email-external', SenderType =>'system', HistoryComment =>'AutoForward to valid(a)email.com', HistoryType =>'Forward'); #print $ArticleSendParams; if (@test) { # if article has attachments, add them to the parameters for bouncing mail foreach $key (@test) { my %Attach = $TicketObject->ArticleAttachment( ArticleID => $article{ArticleID}, FileID => $key); $rA = \%Attach; %ATS=('Content' => $$rA{"Content"},'ContentType' => $$rA{"ContentType"}, 'Filename' => $$rA{"Filename"}); push(@ATS,{%ATS}); $ArticleSendParams{'Attach'}=[@ATS]; } } #print $ArticleSendParams; #print Dumper(\%ArticleSendParams); #print Dumper(\@ATS); #print Dumper(\@Attachments); # send bouncing mail $TicketObject->ArticleSend(%ArticleSendParams); # change ticket status from new to open $TicketObject->StateSet(TicketID=>$ticket_id, UserID=>$user_id, State=>'open'); =item $TicketObject->ArticleSend( TicketID=>$ticket_id, From=>$article{From}, To=>'valid(a)email.com', Subject =>$subject, Body => $article{Body}, UserID=>$user_id, Loop => 1, ArticleType => 'email-external', SenderType => 'system', HistoryComment => 'AutoForward to valid(a)email.com', HistoryType => 'Forward'); $TicketObject->StateSet(TicketID=>$ticket_id, UserID=>$user_id, State=>'open'); $TicketObject->MoveTicket(TicketID=>$ticket_id, Queue=>'important_queue', UserID=>1); =cut } # find new tickets or new followups in queue important_queue @AllTicketIDs = $TicketObject->TicketSearch( Result => 'ARRAY', Limit => 10000, Queues => ['important_queue'], States => ['new'], UserID=>1); foreach $ticket_id (@AllTicketIDs) { %article=$TicketObject->ArticleLastCustomerArticle(TicketID=>$ticket_id); #print($article{ArticleID}); bounce($ticket_id,$article{ArticleID}); }

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Packages: Setting default values in the xml schema for databases
by Peter Mayr 07 Oct '05

07 Oct '05

Hi, I am just starting to get into the package system... (very cool by the way..;-) In the DataBaseInstall Section: How do I define default values? I couldn't find anything neither in the example nor in scripts/database/otrs-schema.xml Have I missed something? Many thanks in advance Peter Mayr -- ----------------------------------------------- Peter Mayr mailto: at.peter.mayr(a)gmail.com

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