December 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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problem with recoding names of attached files
by Robert Oliynichenko 28 Dec '06

28 Dec '06

Hello Developers! In my last message I suggested some changes in Kernel/System/PostMaster.pm for online encoding of incoming email messages into default charset. It works correctly but I still have problem with recoding names of attached files. Frankly speaking I don't know where (in whiche module, procedure) and how to recode them correctly. If anyone could help I would try to solve the problem. Best Regards, Robert Oliynichenko OS Consulting tel.+38 (044) 426-10-20

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Online encoding incoming email in OTRS
by Robert Oliynichenko 26 Dec '06

26 Dec '06

Hello Developers! I've made some changes in Kernel/System/PostMaster.pm for online encoding of incoming email messages into default charset. I also added parameter $Self->{"EmailForceCharsetEncoding"} = 1; in Config.pm . If EmailForceCharsetEncoding=0 the online encoding switches off. Here is diff (with otrs-2.1.4) diff -Naur PostMaster.pm.orig PostMaster.pm --- PostMaster.pm.orig 2006-12-20 11:57:27.000000000 +0200 +++ PostMaster.pm 2006-12-22 15:57:06.000000000 +0200 @@ -98,7 +98,6 @@ my %Param = @_; # ConfigObject section / get params my $GetParam = $Self->GetEmailParams(); - # check if follow up my ($Tn, $TicketID) = $Self->CheckFollowUp(%{$GetParam}); @@ -140,6 +139,8 @@ ); return 1; } + + # ---------------------- # ticket section # ---------------------- @@ -442,9 +443,55 @@ } # get body $GetParam{'Body'} = $Self->{ParseObject}->GetMessageBody(); + +####################################################### +# WITHOUT EMAIL ENCODING + + # get content type + #$GetParam{'Content-Type'} = $Self->{ParseObject}->GetReturnContentType(); + #$GetParam{'Charset'} = $Self->{ParseObject}->GetReturnCharset(); + +####################################################### +# DO EMAIL ENCODING INTO DefaultCharset (in Config.pm) + # get content type - $GetParam{'Content-Type'} = $Self->{ParseObject}->GetReturnContentType(); - $GetParam{'Charset'} = $Self->{ParseObject}->GetReturnCharset(); + my $SrcContentType = $Self->{ParseObject}->GetReturnContentType(); + my $SrcCharSet = $Self->{ParseObject}->GetReturnCharset(); + + if ( $SrcCharSet =~ /.*/ && $Self->{ConfigObject}->Get('EmailForceCharsetEncoding') ) { + my $DstCharSet = $Self->{ConfigObject}->Get('DefaultCharset'); + + if ($Self->{Debug} > 0) { + print "Old CharSet: ".$SrcCharSet."\n"."New CharSet: ".$DstCharSet." \n"; + # get Content-Transfer-Encoding + my $CTEncoding = $Self->{ParseObject}->GetParam(WHAT => 'Content-Transfer-Encoding'); + print "Content-Transfer-Encoding: ".$CTEncoding." \n"; + } + + if ( $SrcCharSet ne /$DstCharSet/i ) { + # Encode Body, Subject, From, To + Encode::from_to( $GetParam{'Body'}, $SrcCharSet, $DstCharSet ); + Encode::from_to( $GetParam{'Subject'}, $SrcCharSet, $DstCharSet ); + Encode::from_to( $GetParam{'From'}, $SrcCharSet, $DstCharSet ); + Encode::from_to( $GetParam{'To'}, $SrcCharSet, $DstCharSet ); + + my $DstContentType = $SrcContentType; + $DstContentType =~ s/$SrcCharSet/$DstCharSet/ ; + + if ($Self->{Debug} > 0) { print "New ContentType: ".$DstContentType." \n"; } + + # change ContentType + $GetParam{'Content-Type'} = $DstContentType; + + } + } + else { + $GetParam{'Content-Type'} = $SrcContentType; + $GetParam{'Charset'} = $SrcCharSet; + } + +####################################################### + return \%GetParam; } I think this feature could be usefull for other OTRS users. Best Regards, Robert Oliynichenko OS Consulting tel.+38 (044) 426-10-20

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question about moderation
by adzr 22 Dec '06

22 Dec '06

Hi, I'm guessing if there is a way to moderate agents answers in a way like forums. Regards, Antoine

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CVS: 2.1 branch!
by Martin Edenhofer 13 Dec '06

13 Dec '06

Hi, after the pretty successful start of OTRS 2.1 we want to say thank you to all! :-) Today we created a cvs branch for OTRS 2.1. That means this branch will have all future bug fixes for OTRS 2.1.x (just bug fixes no new features). So the cvs (HEAD) is ready for new features (see TODO file). To checkout the 2.1 branch use: =============================== "cvs -z3 -d :pserver:<user>@cvs.otrs.org:/home/cvs co -r rel-2_1 otrs" To checkout the cvs HEAD use: ============================= "cvs -z3 -d :pserver:<user>@cvs.otrs.org:/home/cvs co otrs" Thanks, and happy coding! .-) PS: The current stats about the OTRS framework source code (_without_ all additional modules like WebMail, FAQ, FileManager, SIRIOS, ...) is: ----------------------------------------------------------------- Source code lines (*.sh) : 899 Source code lines (*.pl) : 5943 Source code lines (*.pm) : 150370 Source code lines (*.t) : 8384 Source code lines (*.dtl): 18499 Source code lines (*.xml): 14072 ----------------------------------------------------------------- That means we have totally -->> 198.167 <<-- lines source code in OTRS 2.1. ;) Martin ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!

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E-Mail-Parser
by Manfred Dohmen 13 Dec '06

13 Dec '06

Under certain conditions it's possible that the MessageBody is empty, which results in a warning. This is a quick solution: diff -r otrs-2.0.4-01/Kernel/System/EmailParser.pm otrs/Kernel/System/EmailParser.pm 648a649 > $Self->{MessageBody} = "" unless defined $Self->{MessageBody}; ______________________________________________________________________________ "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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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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mail encoding
by Ales Vizdal, AVONET, s.r.o. 05 Dec '06

05 Dec '06

Hello developers, I've sent a post to users list, but without reply, so I am asking here. I do receive emails in various encodings (iso-8869-2, windows-1250, utf8), but OTRS doesn't seem to support online recoding. Replying to an email written in windows-1250 encoding and browser set to iso-8859-2 produces incorrect email. Does OTRS support recoding or do you plan to add such a feature? Regards -- Ales Vizdal, AVONET, s.r.o.

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