August 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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Character problem
by Alessandro 31 Aug '06

31 Aug '06

I'm trying to insert a new ticket from web and from mail that contain some strange (not for italian language) character and i receive strange error. This is the error [Wed Aug 30 18:43:25 2006][Error][Kernel::System::Ticket::TicketCreate][396] Data too long for column 'title' at row 1, SQL: 'INSERT INTO ticket (tn, title, create_time_unix, queue_id, ticket_lock_id, user_id, group_id, ticket_priority_id, ticket_state_id, ticket_answered, escalation_start_time, timeout, valid_id, create_time, create_by, change_time, change_by) VALUES ('2006083020000112', 'Titolo con caratteri è accentati', 1156956205, 2, 1, 1, 1, 3, 1, 0, 1156956205, 0, 1, current_timestamp, 1, current_timestamp, 1)' The problem is à character in the title (but also è ò ù...), and i think that the error reported Data too long for column 'title' is not exact. How can i resolve this problem? Thanks in advance Alex

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Generate a ticket from a script
by Davide Guidotti 29 Aug '06

29 Aug '06

Hello i'm Davide and i need to know how i can generate a ticket from a script and not from the web interface. Up to now i succeed to read the user's ticket from a script ( i merged two scripts, otrs.getTicketThread and otrs.getUserID), but i don't succeed to generate a new ticket. if someone is successful to create one similar script, I would be happy for seeing it in order to understand which parameters are needed for the create. Thanks Davide Guidotti

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using PostMasterPOP3.pl
by Christian 28 Aug '06

28 Aug '06

Hello, having installed OTRS 2.1.0-beta1, I came across a minor glich. I'd like to retrieve mails from my normal mailserver using PostMasterPOP3 (not fetchmail for sake of simplicity and since I don't want to have to configure another utility with credentials). The issue now is, that my server doesn't allow plaintext logins, only CRAM-MD5 and DIGEST-MD5 are supported. Looking around a bit, I've figured out what to change. I've attached a diff with my changes, maybe you find it useful. And yes, calling popstat and handling the result isn't necessary for the code to work but that way it gives back the right status if no messages are available. And one addition, please include Authen::SASL in a more recent version (2.10 is up to date - your 2.03 is four years old ...) in order to also support authentication using DIGEST-MD5 and GSSAPI. Regards, Christian --- PostMasterPOP3.pl 2006-07-31 13:33:17 +0000 +++ PostMasterPOP3_new.pl 2006-08-28 15:11:41 +0000 @@ -158,7 +158,14 @@ return; } # authentcation - my $NOM = $PopObject->login($User, $Password); + my $NOM = $PopObject->auth($User, $Password); + # do STAT like done by login internally + if ($NOM) { + $NOM = ($PopObject->popstat)[0] || "0E0"; + } + else { + $NOM = $PopObject->login($User, $Password); + } if (!defined($NOM)) { $PopObject->quit(); $CommonObject{LogObject}->Log(

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RE: [dev] Release of 2.0.5?
by Peter van Beugen 23 Aug '06

23 Aug '06

Will there be a 2.0.5 version (and when is it planned?) or will this be skipped for the new upcoming 2.1 version?? I'm working with 2.04 now and there are quite a bit of fixes for 2.0.5 in CVS. regards Peter van Beugen -----Oorspronkelijk bericht----- Van: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] Namens Christian Schoepplein Verzonden: dinsdag 2 mei 2006 9:27 Aan: Development community of OTRS.org Onderwerp: Re: [dev] Release of 2.0.5? Hello, On Mo, Mai 01, 2006 at 08:25:42 -0600, Jennifer Valdez wrote: >Is the 2.0.5 release available yet? No, it is not available yet. Also there is no exact release date planed yet, but it shouldn't be so far. >What bugs will be fixed? Please see the CHANGELOG file for the 2.0 branch for an overview for the fixed problems. You can check out this file from our cvs server. >Jennifer Valdez Regards, Christian -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

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HTML DTL Character encoding
by Vladimír Benc 17 Aug '06

17 Aug '06

Hello, I'm not sure if posting to dev is the right place, but considering it's not a localization specific problem. So, I want to add some fields in the CustomerLogin.tdl to categorize clients after account create. But if I use for example: <select name="X"> <option value="X">Czech language chars ěščřžýáíé</option> </select> Then the "combobox" display garbage in the language specific characters. But complete OTRS system play fine with Czech translation, emails and so. I have a DefaultCharset utf-8 in Config.pm. I try to save edited DTL in ISO8859-2 and UTF-8, but have no luck. FreeBSD 5.4 Apache 2.0.54 MySQL 4.1.11 Perl 5.8.6 OTRS 2.0.4 as CGI (will switch to mod_ after testing) -- Vladimir Benc PS: Sorry for possible bad English, not my native lang.

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JP Fortin is out of the office.
by JPF＠optinuity.com 16 Aug '06

16 Aug '06

I will be out of the office starting 08/14/2006 and will not return until 08/18/2006. I will respond to your message when I return.

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AgentTicketqueue.pm
by Olivier de la CLERGERIE 04 Aug '06

04 Aug '06

I have made a change in this pm file, In fact i wanted to sort the ticket not by Age, but by the time of creation of the last answer to the customer. If you sort your ticket by age, a very old ticket wich have received a answer only minutes ago can be on top of the list. I didn't want that so i have made this change and would like the change to be include in next version of AgentTicketQueue.pm First I have add a sort option "AGE3" # get data (viewable tickets...) # -- my @ViewableTickets = (); my $SortBy = $Self->{ConfigObject}->Get('Ticket::Frontend::QueueSortBy::Default') || 'Age'; my %SortOptions = ( Owner => 'st.user_id', CustomerID => 'st.customer_id', State => 'st.ticket_state_id', Ticket => 'st.tn', Title => 'st.title', Queue => 'sq.name', Priority => 'st.ticket_priority_id', Age => 'st.create_time_unix', #beginning of mOdification by odlc pour tri correct Age3 => 'triodlc', #end of modification TicketFreeTime1 => 'st.freetime1', TicketFreeTime2 => 'st.freetime2', Second i have change the SQL request corresponding # build query #beginning of mOdification by odlc pour tri correct my $SQL = "SELECT st.id, st.queue_id , IFNULL(sa.timeincome,st.create_time_unix) as triodlc FROM ". " ticket st inner join queue sq on (sq.id = st.queue_id)". " left outer join (select ticket_id, max(incoming_time) as timeincome from article group by ticket_id) sa on (sa.ticket_id = st.id)". #end of modification " WHERE ". " st.ticket_state_id IN ( ${\(join ', ', @{$Self->{ViewableStateIDs}})} ) ". " AND "; if (!$Self->{ViewAll}) { $SQL .= " st.ticket_lock_id IN ( ${\(join ', ', @{$Self->{ViewableLockIDs}})} ) ". " AND "; } $SQL .= " st.queue_id IN ( "; foreach (0..$#ViewableQueueIDs) { if ($_ > 0) { $SQL .= ","; } $SQL .= $Self->{DBObject}->Quote($ViewableQueueIDs[$_]); } $SQL .= " ) AND ". " sq.group_id IN ( ${\(join ', ', @GroupIDs)} ) ". Regards, Olivier de la Clergerie

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