November 2006 - 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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X-OTRS header for identifying ticket number?
by Kees Leune 06 Dec '06

06 Dec '06

Hello, I am currently in the process of allowing an external application (AIRT) to interact with OTRS. It would be very useful if there is an X-OTRS mail header that I can set that specifies to which ticket an incoming message should be linked. Is there such a header? In Table 5-4. "Function of the different X-OTRS-headers" I was unable to find the header that I need. Thank you, -Kees Northwave BV Fultonbaan 20 Postbus 1054 3430 BB Nieuwegein T +31 (0)30 6004727 F +31 (0)30 6004729 M +31 (0)6 52328887 E kees.leune(a)northwave.nl W www.northwave.nl <http://www.northwave.nl/>

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S/MIME Keyserver Integration
by Kaiser Dr., Thomas (LfStaD) 29 Nov '06

29 Nov '06

Hi, As we are have sometimes confidential information in our tickets, we use the s/mime feature for crypting emails. Since we have a local PKI, we would like to search/get the keys from the PKI keyserver. Before we start to add the necessary functions in Crypt/SMIME.pm by our own, has anybody some hints for us? Regards and thanks in advance Thomas

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ArticleStorageFS & slashes in filenames
by Manfred Dohmen 27 Nov '06

27 Nov '06

Hello, we received some spam mails recently with attachments whose filenames contained slashes. This causes Kernel::System::Ticket::ArticleStorageFS::ArticleWriteAttachment to fail. One could do # strip slashes from filenames $Param{Filename} =~ s/\//_/g; in row 262 to solve this issue. Regards Manfred Dohmen ______________________________________________________________________________ "Ein Herz für Kinder" - Ihre Spende hilft! Aktion: www.deutschlandsegelt.de Unser Dankeschön: Ihr Name auf dem Segel der 1. deutschen America's Cup-Yacht!

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Ticket number in X-HEADER
by adzr 24 Nov '06

24 Nov '06

Hi to everyone, I'm an otrs newbie since few days and I plan to use it, but I would like to know if there is a way to force otrs to put/get ticket number into/from email header cause most people in my company found that ticket number in subject is too "administrative" and people often take-off the subject from emails. Of course I've looked at history but I've not found any answers. I know that is possible to force OTRS to look for ticket number in reply-to ( PostmasterFollowUpSearchInReferences) our in body but just in case of follow-up. Regards, Antoine

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Templates for Forward
by ph＠rook.cz 14 Nov '06

14 Nov '06

Hello, we're mostly succesfully trying to clench OTRS into our workflow. One issue I've stumbled upon is that our workflow includes frequent forwarding of incoming mail and awaiting for external response (all of which belongs under one ticket). We have set of templates for that purpose, problem is that OTRS does not support templated forwards, only Responses. I've diven into OTRS codebase and implemented (mostly refactored from AgentTicketCompose) template using into AgentTicketForward. It's only halfway done (but works ok), because it uses templates for Responses, which is not optimal. Ideal would be to have special set of Responses for Compose and for Forward, and I would like to ask for advice to which would be the "right" OTRS-ish way to implement them. Currently Responses have states assigned to them - "valid", "invalid", "invalid-temporarily", one approach could be to change "valid" to something like "compose" and add "forward" state, which would identify what is template for. Is that viable approach? Last question - is this feature interesting enough to be sometimes included into main tree? That is why I'm asking for right direction for implementation, so I'm not far away from core developers' vision. Current (working) patch against OTRS-2.1.2 is included. Cheers -- Pavel Kácha

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pop3 - fetch but delete
by s＠class-c.net 11 Nov '06

11 Nov '06

hi there, currently i'm looking for a feature to keep received mails at the mailbox of my orts pop3 account to gain spam bayes checkings later. in the file PostMasterPOP3.pl i commented out '$PopObject->delete($Messageno);' but the result was not satisfactorily because at the next run the old mails will be fetched again. normaly should the mails they are fetched marked as red (Status: RO) and the fetch function should never fetch mails again they have the red flag. the options like the program 'fetchmail' are these: - keep #fetchall flush - in the perl module POP3.pm i searched for such function but i didn't find them. :-(( does anyone have a workaround for me to keep the mails in the pop3 account and never fetch the fetched mails again? yes, i know. it would be very simple to make a carbon copy to a nother pop3 account, but i need the mails in the main pop3 account. thx in advanced, sven

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TicketSearch
by Eric Boudrand 10 Nov '06

10 Nov '06

Hello, I am trying to find all open tickets available in a specific queue with : my @TicketIDs = $TicketObject->TicketSearch( Result => 'ARRAY', States => 'open', QueueIDs => 15, ); This call outputs an empty array. In Ticket.pm, the function exits in line 2355. I think the problem come from the fact that there is no UserID defined from this search. If I add an UserID, the search look in all the queues. How can I restrict to this specific queue ? Regards. Eric Boudrand

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Re: [dev] TicketSearch
by Paul Rhein 09 Nov '06

09 Nov '06

hi try to quote the 15 as in '15' or use QueueName => 'yourQueue' hiw -p. "Eric Boudrand" <eb(a)sistech.fr>@otrs.org on 09/11/2006 16:02:41 Please respond to "Development community of OTRS.org" <dev(a)otrs.org> Sent by: dev-bounces(a)otrs.org To: "Development community of OTRS.org" <dev(a)otrs.org> cc: Subject: [dev] TicketSearch Hello, I am trying to find all open tickets available in a specific queue with : my @TicketIDs = $TicketObject->TicketSearch( Result => 'ARRAY', States => 'open', QueueIDs => 15, ); This call outputs an empty array. In Ticket.pm, the function exits in line 2355. I think the problem come from the fact that there is no UserID defined from this search. If I add an UserID, the search look in all the queues. How can I restrict to this specific queue ? Regards. Eric Boudrand _______________________________________________ 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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Problem with MainObject
by Eric Boudrand 09 Nov '06

09 Nov '06

Hello, I have a problem with this piece of code : my $ConfigObject = Kernel::Config->new(); my $LogObject = Kernel::System::Log->new( ConfigObject => $ConfigObject, ); my $TimeObject = Kernel::System::Time->new( ConfigObject => $ConfigObject, LogObject => $LogObject, ); my $DBObject = Kernel::System::DB->new( ConfigObject => $ConfigObject, LogObject => $LogObject, ); my $TicketObject = Kernel::System::Ticket->new ( ConfigObject => $ConfigObject, LogObject => $LogObject, DBObject => $DBObject, TimeObject => $TimeObject, ); Got no MainObject! at /opt/otrs/Kernel/System/Ticket.pm line 97, <PRODUCT> line 4. at /opt/otrs/Kernel/System/Ticket.pm line 97 Kernel::System::Ticket::new('Kernel::System::Ticket', 'ConfigObject', 'Kernel::Config=HASH(0x8eb16b0)', 'LogObject', 'Kernel::System::Log=HASH(0x8ee7998)', 'DBObject', 'Kernel::System::DB=HASH(0x8f6d258)', 'TimeObject', 'Kernel::System::Time=HASH(0x8fb54e8)', ...) called at ./spam.pl line 46 I read nothing about MainObject in the API. But, I found change in CVS in september 2006 in file Ticket.pm. It is safe to upgrade this file on a 2.1.2 OTRS production server ? Regards. Eric Boudrand

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