August 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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Using Mambo CMS as external CustomerUserDB
by Roberto Giana 14 Sep '05

14 Sep '05

Hi As I've already posted in the "user questions" list I managed to use the user DB of Mambo as an external customer user DB in OTRS. But the problem is, that the passwords are stored as "crypt" in OTRS and as MD5 hash in Mambo. I adapted the Kernel/System/CustomerAuth/DB.pm to use MD5 instead of crypt and it works. My question is now if there are any plans to enhance the password management in OTRS with MD5 hashes. -- Best regards Roberto

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Filtering based on E-Mail Domain
by Brandon Trask 14 Sep '05

14 Sep '05

Good morning, Upon using OTRS I have not yet found a way to successfully filter incoming tickets via E-Mail by there domain (EG: whover(a)thisisthedomain.com) I am using the PostMasterPOP3.pl script to fetch my mail. Ultimately I would like it to be able to look at the domain, and then put it in the que I have set up for that domain. Any clue? Thank you, Brandon Trask

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Ticket Title
by Alexander Koch 14 Sep '05

14 Sep '05

Hi, our Agents wish to give a own title to an ticket. In the database I found in table ticket the field title. After some searching around in the soure I made following realizations: - The ticket title is the subject of the first ticket article - The ticket title will not be changeable Is that right for OTRS 2.0.1? Also I found the method TicketTitleUpdate in Kernel::System::Ticket. If there plans to made this ticket title changeable in future? If not, will TicketTitleUpdate be deleted in future releases? I plan to show the ticket title after the ticket number in Queue-View and in Ticket-Zoom. I have no idea where to change or define this, perhaps as an extra action like Lock, Print, ... other ideas are welcome :-) Gritz, Alex -- 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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text area wrap - Problem / Feedback
by Martin Edenhofer 29 Aug '05

29 Aug '05

Hi, I want to discuss the text area wrap for mac, linux and win users (http://bugs.otrs.org/show_bug.cgi?id=526) We implemented this patch for OTRS 2.0 beta1. But we forgot to remove the "wrap" from the .dtl files. :-/ We will change this and it would be fine if this could be tested in OTRS 2.0 beta2. Feedback on this list is really welcome. Thanks! Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

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Single sign-on environment
by Stephane Martin 26 Aug '05

26 Aug '05

Hi there, Martin Edenhofer provided us with an authentication perl module stored under /otrs/Kernel/System/CustomerAuth/XYZAuth.pm which we customized to our infrastructure: # -- # Kernel/System/CustomerAuth/XYZAuth.pm - provides the connect to a single sign-on # Copyright (C) 2001-2004 Martin Edenhofer <martin+code(a)otrs.org> # -- # $Id: HTTPBasicAuth.pm,v 1.2 2004/08/10 10:31:56 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # -- package Kernel::System::CustomerAuth::XYZAuth; use strict; use DBI; use vars qw($VERSION); $VERSION = '$Revision: 1.2 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -- sub new { my $Type = shift; my %Param = @_; # allocate new hash for object my $Self = {}; bless ($Self, $Type); # check needed objects foreach (qw(LogObject ConfigObject DBObject)) { $Self->{$_} = $Param{$_} || die "No $_!"; } # Debug 0=off 1=on $Self->{Debug} = 0; $Self->{Type} = $Self->{ConfigObject}->Get('Customer::AuthModule::XYZAuth::Type'); # Actually only mysql is supported if ($Self->{Type} ne 'mysql') { $Self->{Type} = 'mysql'; } $Self->{Host} = $Self->{ConfigObject}->Get('Customer::AuthModule::XYZAuth::Host'); $Self->{Port} = $Self->{ConfigObject}->Get('Customer::AuthModule::XYZAuth::Port'); if ($Self->{Port} eq '') { $Self->{Port} = 3306; } $Self->{Database} = $Self->{ConfigObject}->Get('Customer::AuthModule::XYZAuth::Database'); $Self->{User} = $Self->{ConfigObject}->Get('Customer::AuthModule::XYZAuth::User'); $Self->{Password} = $Self->{ConfigObject}->Get('Customer::AuthModule::XYZAuth::Password'); $Self->{DSN} = "DBI:".$Self->{Type}.":database=".$Self->{Database}.":host=".$Self->{Hos t}.":port=".$Self->{Port}; return $Self; } # -- sub GetOption { my $Self = shift; my %Param = @_; # check needed stuff if (!$Param{What}) { $Self->{LogObject}->Log(Priority => 'error', Message => "Need What!"); return; } # module options my %Option = ( PreAuth => 1, ); # return option return $Option{$Param{What}}; } # -- sub Auth { my $Self = shift; my %Param = @_; my $sth; my $dbh; my $sql; my @row; my $ValidUser; my $RemoteAddr = $ENV{REMOTE_ADDR} || 'Got no REMOTE_ADDR env!'; # check needed stuff if (!$Param{User}) { $Self->{LogObject}->Log(Priority => 'error', Message => "Need Session ID!"); return; } # do some lookups in other sources # analyze session key and get the user from db if ($dbh = DBI->connect($Self->{DSN}, $Self->{User}, $Self->{Password})) { $sql = "SELECT user FROM session_data WHERE sid='".$Param{User}."'"; $sth = $dbh->prepare($sql); if ($sth->execute()) { if (@row = $sth->fetchrow_array()) { $ValidUser = $row[0]; } else { $ValidUser = ''; } } else { $ValidUser = 'ERROR'; } } else { $ValidUser = 'ERROR'; } # return valid user if ($ValidUser eq 'ERROR') { $Self->{LogObject}->Log( Priority => 'notice', Message => "User: Database error while authenticating!(REMOTE_ADDR: $RemoteAddr).", ); return; } elsif ($ValidUser) { my $User = $ValidUser; $Self->{LogObject}->Log( Priority => 'notice', Message => "User: $ValidUser authentification ok (REMOTE_ADDR: $RemoteAddr).", ); return $ValidUser; } else { $Self->{LogObject}->Log( Priority => 'notice', Message => "User: No valid user found!(REMOTE_ADDR: $RemoteAddr).", ); return; } if ($dbh) { $dbh->disconnect(); } } # -- 1; The following lines have been added as the authentication method in Config.pm: # external customer-authentication for intranet systems $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::XYZAuth'; $Self->{'Customer::AuthModule::XYZAuth::Type'} = 'mysql'; $Self->{'Customer::AuthModule::XYZAuth::Host'} = 'localhost'; $Self->{'Customer::AuthModule::XYZAuth::Port'} = '3306'; $Self->{'Customer::AuthModule::XYZAuth::Database'} = 'dbname'; $Self->{'Customer::AuthModule::XYZAuth::User'} = 'username'; $Self->{'Customer::AuthModule::XYZAuth::Password'} = 'pw'; Now the customer.pl is called liked that: https://localhost/otrs/customer.pl?Action=Login&User=sid with sid being the php session id registered during intranet login. The sid is looked up in the mysql db and the user is fetched and passed to OTRS. This behaviour works well but now we have a small question. After a succesfull login, the original url https://localhost/otrs/customer.pl?User=sid is changed to https://localhost/otrs/customer.pl?CSID=id and OTRS defines the CSID. Is there a way to jump directly to the ticket report form (https://localhost/otrs/customer.pl?Action=CustomerMessage) including our sid and not the CSID? Or can I set OTRS to rely on external CSID? When I call the ticket report form with https://localhost/otrs/customer.pl?Action=CustomerMessage&User=sid I get an authentication error from OTRS. Best regards Stéphane Martin

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modifying the customer view
by Stephane Martin 26 Aug '05

26 Aug '05

Hi folks, I have another small question regarding the customer view. Using version 1.3.2 we would like to integrate the customer layout in existing intranet pages. To customize the frontend we have used the following assignment of the agent backend queues: # CustomerPanelOwnSelection # (If this is in use, "just this selection is valid" for the CustomMessage.) $Self->{CustomerPanelOwnSelection} = { # Queue => display name for customer view 'queue1' => 'description of queue1', 'queue2' => 'description of queue2', # QueueID => Frontend-Name (or optional with QueueID) # '1' => 'First Queue!', # '2' => 'Second Queue!', }; In the agent frontend we have defined the following queue structure with one group per queue (queue 1 is attributed to group1). queue 1 subqueue1 queue 2 subqueue2 Furthermore we have used freetext field 1 and 2 to improve the quality of the problem reports. Now our problem is that subqueues are not displayed in the customer frontend. The freetext fiels are correctly displayed thanks to the following entries in Config.pm: $Self->{"TicketFreeKey1"} = { 'problem' => 'problem', }; $Self->{"TicketFreeKey2"} = { 'activity' => 'activity', }; $Self->{"TicketFreeText1"} = { '-' => '-', 'workstation' => 'workstation', 'notebook' => 'Notebook', 'server' => 'server', }; $Self->{"TicketFreeText2"} = { '-' => '-', 'screen' => 'screen', 'keyboard' => 'keyboard', 'mouse' => 'mouse', }; How do we display subqueues in customer view? Best regards Stéphane Martin

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Hi all/User backend for 2.0.1
by Atif Ghaffar 24 Aug '05

24 Aug '05

Hello otrs dev team. Let me congratulate you on the good work that you have put in the development of OTRS software. I am once again back starting to use it for the company who is emoloying me. We have already a customer database and would like to connect it with OTRS so that when we put a client number or last name etc, we get the information directly. I see that there is a DB backend that I can customize to get the info from our database or simply write another backend. This is cool stuff. I am missing here the User backend. OTRS 1.3 documents say the the User backend will be in OTRS 2.x http://doc.otrs.org/1.3/en/html/user-backend.html Is this already in 2.0.1? or in the CVS? best regards. Atif Ghaffar

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Time Accounting Start/Stop Button
by Alexander Koch 12 Aug '05

12 Aug '05

Hello, is there an patch/module intended to give the agent an start and stop button to account the time which he/she is working on a ticket? I scripted a little JavaScript which do the job, but I always find some places where the form is submited in an onclick attribute, which itself generated in an .pm file. And so some changes to the code itself -- what I try to avoid -- would be necessary. The code changes became necessary, because I disable the input field to visual an runing timer. So I have to re-enable the input field before submiting the form. Or does anyone have another idea how to do this? Regards, Alex -- 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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Fwd: Cron <otrs@www2> $HOME/bin/PostMasterPOP3.pl >> /dev/null
by Michael Peddemors 10 Aug '05

10 Aug '05

This one you can see has problems on the insert, as it did not escape the single quote.. ---------- Forwarded Message ---------- Subject: Cron <otrs@www2> $HOME/bin/PostMasterPOP3.pl >> /dev/null Date: August 10, 2005 01:10 pm From: Cron Daemon <root(a)wizard.ca> To: supportnotices(a)linuxmagic.com DBD::Pg::db do failed: ERROR: Unterminated quoted string at /web/home_dirs/otrs/Kernel/System/DB.pm line 330. ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Aug 10 13:10:10 2005 Message: ERROR: Unterminated quoted string, SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (1306, 1, 3, 'Áåç êîìèññèè <eduard(a)ifg.com>', '', 'support(a)linuxmagic.com', '', 'Ïðîäàåòñÿ êîòåäæ 460 êâì â ã. Òðîèöê', '<6cb601c59de5$45ca6251$81f93f52(a)ifg.com>', ?, 'text/plain\; format=flowed\; charset="windows-1251"\; reply-type=original', ?, 1, 1123704610, current_timestamp, 1, current_timestamp, 1)' Traceback (27859): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.87) Line: 135 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 208 Module: Kernel::System::PostMaster::Run (v1.50) Line: 256 Module: main::FetchMail (v1.16) Line: 198 Module: /home/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Aug 10 13:10:10 2005 Message: No article found for TicketID 1306! Traceback (27859): Module: Kernel::System::Ticket::Article::ArticleLastCustomerArticle (v1.87) Line: 751 Module: Kernel::System::Ticket::Article::SendCustomerNotification (v1.87) Line: 1621 Module: Kernel::System::Ticket::StateSet (v1.172) Line: 2394 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 231 Module: Kernel::System::PostMaster::Run (v1.50) Line: 256 Module: main::FetchMail (v1.16) Line: 198 Module: /home/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Aug 10 13:10:10 2005 Message: Need ID or Name! Traceback (27859): Module: Kernel::System::Queue::QueueGet (v1.49) Line: 726 Module: Kernel::System::Ticket::Article::SendCustomerNotification (v1.87) Line: 1623 Module: Kernel::System::Ticket::StateSet (v1.172) Line: 2394 Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 231 Module: Kernel::System::PostMaster::Run (v1.50) Line: 256 Module: main::FetchMail (v1.16) Line: 198 Module: /home/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 ERROR: OTRS-PM3-10 Perl: 5.6.1 OS: linux Time: Wed Aug 10 13:10:10 2005 Message: Can't process email with MessageID <<6cb601c59de5$45ca6251$81f93f52(a)ifg.com>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Traceback (27859): Module: Kernel::System::PostMaster::NewTicket::Run (v1.52) Line: 236 Module: Kernel::System::PostMaster::Run (v1.50) Line: 256 Module: main::FetchMail (v1.16) Line: 198 Module: /home/otrs/bin/PostMasterPOP3.pl (v1.16) Line: 126 ------------------------------------------------------- -- "Catch the Magic of Linux..." -------------------------------------------------------- Michael Peddemors - Senior Systems Developer LinuxAdministration - Internet Services NetworkServices - Programming - Security Wizard IT Services http://www.wizard.ca Linux Support Specialist - http://www.linuxmagic.com LinuxMagic is a Registered TradeMark of Wizard Tower TechnoServices Ltd. -------------------------------------------------------- (604)589-0037 Beautiful British Columbia, Canada This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed. If you have received this email in error please notify the system manager. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company.

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