February 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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Agent notifications not being sent
by Jennifer Valdez 24 Feb '06

24 Feb '06

Hi, I am not receiving agent notifications when a new ticket is entered via the web interface. Proper notification is sent out when tickets are entered strictly via email. Any ideas as to why it works only part of the time? Thanks, Jennifer Valdez

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bugs.otrs.org down?
by Braun Brelin 23 Feb '06

23 Feb '06

Hello all, Is the bugs.otrs.org server down? It's been unreliable all day. Braun

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Can't use an undefined value as a HASH reference at Article.pm line 1004.
by O'Brien, Liam 16 Feb '06

16 Feb '06

Hi Guys Anytime I click the CustomerID on the AgentMailBox screen I get the following error message Software error: Can't use an undefined value as a HASH reference at /var/www/localhost/otrs-1.3.2/bin/cgi-bin/../../Kernel/System/Ticket/Art icle.pm line 1004. For help, please send mail to the webmaster (x.x(a)x.com) giving this error message and the time and date of the error. Any ideas what the problem is ? In the Admin Area under System Log, I get Thu Feb 16 13:07:47 2006 error OTRS-CGI-10 Need ID or Name! Thu Feb 16 13:07:47 2006 error OTRS-CGI-10 Need ID or Name! Thu Feb 16 13:07:47 2006 error OTRS-CGI-10 Need Type od ID! Thu Feb 16 13:07:47 2006 error OTRS-CGI-10 Need Type or ID! Thu Feb 16 13:06:08 2006 error OTRS-CGI-10 Need ID or Name! Thu Feb 16 13:06:08 2006 error OTRS-CGI-10 Need ID or Name! Thu Feb 16 13:06:08 2006 error OTRS-CGI-10 Need Type od ID! Thu Feb 16 13:06:08 2006 error OTRS-CGI-10 Need Type or ID! I am using OTRS 1.3.2 Thanks for any help Liam

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Subject - textbox
by Alex Mihicinac 16 Feb '06

16 Feb '06

Hi all, I've noticed, that OTRS checks /corrects Subject line before mail is sent. Example: Current subject line: "Re: [ tn#123 ] some text" then i change it to: "[ tn#123 ] some text" and sent it. Customer gets mail with Subject line, which is "restored" back to "Re: [ tn#123 ] some text" Why OTRS changes Subject before sending e-mail? Is it possible to turn that feature off? TIA, Alex

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System Log and state for merged tickets
by Stephan Bechstedt 15 Feb '06

15 Feb '06

Hi all 1. System Log: We use utf-8 as default charset. All messages in the system log, which contain utf-8 characters, are messed with ugly sybols. It seems to me, that the utf-8 flag isn't stored in perl shared memory in Kernel/System/Log.pm. I added the line Encode::_utf8_on($String); in the function GetLog(). It works for me, but I think it should be fixed somehow in the next version. Perhaps the string should be decoded() before storing in shared memory and should be [re]encoded() after reading it back. 2. State for merged tickets You can not rename the state for merged tickets, because in Kernel::System::Ticket::TicketMerge() the next state for merged tickets is hardcoded. I think there should be an option in SysConfig where you can set the next state for merged tickets. Stephan Bechstedt

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DTL documentation question
by Braun Brelin 14 Feb '06

14 Feb '06

Hello, Is there any documentation on DTL? I'm trying to make changes to one of the .dtl pages in OTRS 2.0.4 and am having a hard time figuring out what's what. There doesn't seem to be any docs on the www.otrs.org page that I can find. Sorry if this isn't the right list for these sorts of questions. Braun

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mail-based OTRS, take two
by Antoine Beaupré 14 Feb '06

14 Feb '06

Hello, I just installed OTRS and one of my main worries right now is that each time a ticket is opened by a customer, my agents need to log into the web interface. Now, I've googled long and large the archives for those kind of problems and found a few trails: Email driven OTRS: http://lists.otrs.org/pipermail/otrs/2003-December/003384.html Email to tickets: http://lists.otrs.org/pipermail/otrs/2004-June/005504.html The latter is particularly interesting. In it, it is mentionned that allowing external mails to be considered "agent-generated" is a security issue. Well, I don't agree with that: I think that with strong cryptography, email can be quite trustworthy. My general idea is to allow agents to reply to customer requests all through email, using PGP-signed emails. In fact, not only could they reply as agents, but they could also manipulate the state of the ticket all through email, and, provided PGP is properly setup, this would be totally secure, and maybe even more efficient than the web interface. The way I see it, a few modifications would be needed to make this work: 1. modify Kernel/System/Ticket/Article.pm::SendAgentNotification() to put the customer email as a From: instead of the OTRS email. The queue email should be put in Cc, but with the "Header" param of the Send() function otherwise we'll get a nice mail loop. :) This is to allow the agent to easily answer to the customer directly, through email. 2. add crypto logic to Kernel/System/PostMaster.pm::run() to authentify the agent email. if the agent is not authentified, the email is considered to be a simple followup. 3. add command possibilities to the above run(). commands similar to the Debian bugtracker could be implemented. Priority should be given to the usual "close". A list of commands: * close {success,failure} -- close the ticket, defaults to success * hold <date> -- put the request on hold * client <newclient> -- to change the client * agent <newowner> -- to give to another agent * merge <id> -- merge with another ticket * link {ticket,faq} <id> -- to link to another object * priority [1-5] -- change priority * lock/unlock -- lock/unlock the ticket * move <queue> -- move to a different queue * bye -- stop interpreting commands those commands would be embeded in the body of the email or in special header(s). both would be equally interpreted. if the first line of the body doesn't correspond to one of those parameters, it is disregarded and not interpreted as a command. commands that can have comments will have their comments filled in with the response from the agent. Most of this sounds almost trivial to me, apart maybe from the crypto logic. Now, I would be ready to start working on this. What I want to know is: * Would it be proper to accept commands from any key configured in the global keyring, or should each agent have a key assigned? * Would such a modification be accepted in the core or would I have to maintain this as an external patch? * Are people interested? I hope the answer to all of the above is a enthousiastic "YES!" have a good one, a. PS: this "design document" (let's not be afraid of words :) is available at: http://wiki.koumbit.net/OpenTicketRequestSystem/MailBased

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available ticket states for forward actions
by Stéphane Martin 10 Feb '06

10 Feb '06

Hi there, when selecting the contents of an existing ticket I have three options for the topic. Forward, Bounce and divide. I would like to set the default state for forward actions to open. Unfortunately I cannot set the default state via Sysconfig in Ticket -> Frontend::Agent::Ticket::ViewForward. In Ticket -> Frontend::Agent::Ticket::ViewBounce it is possible to set the default state. Is that a bug or a feature? :-) Best regards Stéphane Martin

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New user help, $QueueID
by Mark Pocock 10 Feb '06

10 Feb '06

-----Original Message----- From: Mark Pocock Sent: 06 February 2006 15:14 To: Mark Pocock; 'dev(a)otrs.org' Subject: help Hi All Is it possible to ask a quick question, how do I find the $QueueID in OTRS, I cannot seem to find it anywhere, other then the ticket table, but it isn't working for what I need, I need to sort emails based on the domain, which I am doing by using postmaster filtering, but am trying to filter them into a queue, I can only put it into parent queue, not their sub queues, it says invalid Found no $QueueID for 5!, (I pulled the 5 from the queue_id field in the tickets table). Hope you can help Kind Regards Mark Mark Pocock Carrier Operations Data Manager Econet Carrier Services 1 Kingsway London WC2B 6XD United Kingdom T: +44 (0) 20 7101 6200 (Switchboard) D: +44 (0) 20 7101 6218 (Direct) F: +44 (0) 20 7101 6218 M: +44 (0) 7835 679 768 W: www.econetcarrier.com <http://www.econetcarrier.com/> DISCLAIMER: This email contains proprietary information some or all of which may be legally privileged. It is for the intended recipient only. If an addressing or transmission error has misdirected this email, please notify the author by replying to this email. If you are not the intended recipient, you must not use, disclose, copy, print, or rely on this email. We cannot accept liability for any statements made which are clearly the sender's own and not expressly made on behalf of this company or one of its agents.

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