Hi,
We were asked, to implement the following and want to give it back to
all:
Problem: One user sends many requests (Email, web-form, ...), because he
thinks, more is better or s.th. like that. The requests become different
tickets. If different agents fetch them, they're answered seperately.
Thats waste of time and doesn't give the customer a "warm fuzzy
feeling".
Solution: All Emails sent in the past x minutes (e.g. 1440, 24 hours)
from one Email-Adress are followups.
we made changes in Kernel/System/PostMaster.pm and
Kernel/Config/Defaults.pm. We're new to programming for otrs, maybe one
of the expiriences guys want to have a look over the code and give us
feedback.
Here are the diffs:
$> diff --context=5 PostMaster.20050408.pm PostMaster.pm.org
*** PostMaster.20050408.pm Fri Apr 8 11:29:30 2005
--- PostMaster.pm.org Fri Apr 8 11:26:42 2005
***************
*** 293,334 ****
return ($Tn, $TicketID);
}
}
}
}
- # was there an Email from same adress, shortly? then make it a
followup ticket!
- # rh(a)tuxwerk.de 2005.04.07
- if
($Self->{ConfigObject}->Get('PostmasterFollowUpSearchInEmailAddress')) {
- if
(!($Self->{ConfigObject}->Get('PostmasterFollowUpSearchInEmailAddressTime'))) {
- $Self->{LogObject}->Log(
- Priority => 'error',
- Message => "No
PostmasterFollowUpSearchInEmailAddressTime found!",
- );
- return;
- }
- my $TicketTime =
$Self->{ConfigObject}->Get('PostmasterFollowUpSearchInEmailAddressTime');
- my $FromAddress = $Self->{ParseObject}->GetEmailAddress(Email =>
$Self->{ParseObject}->GetParam(WHAT => 'From'));
- my @TicketIDs = $Self->{TicketObject}->TicketSearch(
- Limit => 1,
- UserID => 1,
- Result =>
'ARRAY',
- From =>
'%'.$FromAddress.'%',
- StateType =>
'Open',
-
TicketCreateTimeNewerMinutes => $TicketTime,
- OrderBy =>
'Down',
- SortBy =>
'Age',
- );
- my $TicketID = $TicketIDs[0];
- if ($TicketID) {
- my $Tn = $Self->{TicketObject}->TicketNumberLookup(
- TicketID
=> $TicketID,
- );
- if ($TicketID && $Tn) {
- return ($Tn, $TicketID);
- }
- }
- }
return;
}
# --
# GetEmailParams
# --
--- 293,302 ----
$> diff --context=5 Defaults.20050408.pm Defaults.pm.org
*** Defaults.20050408.pm Fri Apr 8 11:21:40 2005
--- Defaults.pm.org Fri Apr 8 11:21:23 2005
***************
*** 1049,1065 ****
# PostmasterFollowUpSearchInReferences
# (If no ticket number in subject, otrs also looks in In-Reply-To
# and References for follow up checks)
$Self->{PostmasterFollowUpSearchInReferences} = 0;
- # PostmasterFollowUpSearchInEmailAddress
- # if someone sends a request from the same Email Adress, twice, in
the
- # time PostmasterFollowUpSearchInEmailAddressTime [minutes], it
will
- # be a followup ticket
- $Self->{PostmasterFollowUpSearchInEmailAddress} = 1;
- $Self->{PostmasterFollowUpSearchInEmailAddressTime} = 1440;
-
# PostmasterUserID
# (The post master db-uid.) [default: 1]
$Self->{PostmasterUserID} = 1;
# PostmasterDefaultQueue
--- 1049,1058 ----
--
tuxwerk OHG
Dipl.-Phys. Rudolf Harney
Basler Straße 13
D-79100 Freiburg
fon: ++49 (0)761 / 7043067
fax: ++49 (0)761 / 7043066
mobil: ++49 (0)177 / 2858377
web: www.tuxwerk.de
mail: rh(a)tuxwerk.de
Hi,
I made an addition to the 1.3 package of OTRS.
Customers can give feedback on FAQ-items (positive & negative)
there's an extra field for faq_item with the feedback rating
this rating will be incremented/decremented by 1, each time a user
gives feedback.
when overall rating is below zero, a warning will be created in
AgentView to review that item.
editing a faq item sets the rating back to 0, whatever the previous
value was (default value is also 0)
you can find the code-changes here:
(using the phpBB-syntax for documenting, should be rather clear to anyone)
http://www.student.kuleuven.ac.be/~s0164195/feedback_FAQ.txt
any feedback welcome,
Jan
PS: no public test-server available, everything is done on a private
server (sorry)
Hi there,
we are using popfile as a spam proxy for otrs, it is performing very
well (over 99.5 % of precision), but some spam mail do not get filtered
by the postmaster filter.
Popfile works by adding a header called "X-Text-Classification", so I
filter on this in my postmaster.
The problems is on some mails containing additionnal space in Subject,
Otrs doesn't recognize the rest of the headers as Headers.
Here is an example:
Return-Path: <cvujhsuonyqse(a)wondstops.com>
Received: from Dickson (194.98.113.80) by globald.com with SMTP (Eudora
Internet Mail Server X 3.2.6); Tue, 5 Apr 2005 02:03:12 +0200
Return-Path: eiuliq(a)wondstops.com
From: "Sherry" <cvujhsuonyqse(a)wondstops.com>
Reply-To: "Sherry" <cvujhsuonyqse(a)wondstops.com>
Date: Mon, 4 Apr 2005 17:04:38 -0700
To: MAILhidden(a)ritme.com
Subject: Budget tight? Get up to 1500 USD by tomorrow
Message-ID : <746847.5684276(a)wondstops.com>
Content-Type: text/plain;charset="iso-8859-1
Message-ID: <1099463104-184944895(a)globald.com>
X-Text-Classification: spam
In fact the part starting with the Message ID is dumped in the email
text in OTRS.
Do you have any idea to avoid such behavior? Is it the right mailing
list for this kind of problems?
Best regards,
Bastien.
--
-------------------------------------------------------
Bastien Leblanc
Ritme Informatique - 34 bd Haussmann 75009 Paris France
Tel: +33 (0)1 42 46 00 42 --- Fax: +33 (0)1 42 46 00 33
http://www.ritme.com --- mailto:bleblanc@ritme.com
-------------------------------------------------------
Hi all,
I am using otrs 1.3.2 (but this may apply to otrs 2?)
I want to be able to create a mail return receipt, so I tried to add this:
'Return-Receipt-To' => $Param{From},
to Article::ArticleSend
But this doesn't seem to work.
Do you have any idea?
Thanks for your help,
Bastien.
--
-------------------------------------------------------
Bastien Leblanc
Ritme Informatique - 34 bd Haussmann 75009 Paris France
Tel: +33 (0)1 42 46 00 42 --- Fax: +33 (0)1 42 46 00 33
http://www.ritme.com --- mailto:bleblanc@ritme.com
-------------------------------------------------------
