January 2007 - 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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corrupt downloaded attachment
by Jozsef Valkai 05 Feb '07

05 Feb '07

Dear All, I am very sorry, but nobody can help me on the otrs user mailing list. We are using OTRS 2.1.4, postresql, and postmaster.pl script fot incoming email/tickets. Can somebody tell me, why does otrs corrupt attachment in incoming emails? I tried a lof of times, and I am sure postmaster.pl script is the murder! I send email with attachment to OTRS, and when I open file in the attachment, it is invalid! I checkec bugzilla.otrs.org, but I cannot find any solution for this problem yet. Thanks. -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19°

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unable to submit ticket
by Amit Jain 30 Jan '07

30 Jan '07

Dear All, Whenever I try to create a new ticket and click on send mail, I get the following error. Software error: Cant write /opt/otrs/var/log/Ticketcounter.log: at ../..//Kernel/System/Ticket/Number/DateChechsum.pm line 87 Please help as it is urgent. Regards, Amit Jain

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how to add new fields in Customer User
by Amit Jain 25 Jan '07

25 Jan '07

Hello all, I am trying to add up some more specific fields to the Customer User(for eg. Address, Country). Can some body help me out what changes I have to do for the same. I have added the new columns in the customer_user table, but unable to locate the dtl file for the corresponding. Thank you, Amit Jain

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sub-queue-ing
by Alex Mihicinac 22 Jan '07

22 Jan '07

Hi all, i've noticed, that OTRS allows only 3 levels of sub-queues. Is there a reason why is that and is it possible to extend that to more than 3 levels. Example: 1. level: main_queue: 2. level: sub_queue 3. level: sub_queue best regards, P.S. we are still using OTRS 2.0 - is this issue relevant for version 2.1 too? --alexm

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Garbled paths containing domain names
by Manfred Dohmen 15 Jan '07

15 Jan '07

Hello list, when sending a mail to a customer containing such a path: /home/abcdef/www/xx/www.abcdefghijklmnopqr.de/htdocs/ABCdefgh/ab/.AbcDefgh.abcdef this path gets garbled to: /home/abcdef/www/xx/[####################################################################1 ] in the agent interface. The mail the customer receives is ok. Only the HTML conversion/link creation seems to fail. I assume a defective RE but wasn't able to find the location on my first attempt. OTRS 2.1.3, any hints? Regards Manfred Dohmen _______________________________________________________________________ Viren-Scan für Ihren PC! Jetzt für jeden. Sofort, online und kostenlos. Gleich testen! http://www.pc-sicherheit.web.de/freescan/?mc=022222

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Would like to become one of the developers
by Robert Bui 14 Jan '07

14 Jan '07

Hello, What do I need to do if I want to become one of the developer. I've just started looking at the code for OTRS, and believed I have fixed a few bugs in the last few days. Example: Bug 1568. However, I would like to fix more bugs because we are trying to deploy OTRS but it has alot of bugs and it is very confusing on some part of the system. Regards, Robert Bui

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RE: [dev] Customer Backend
by Chris Roffler 09 Jan '07

09 Jan '07

Glad I could help :) Unfortunately my problem is different , I am using ldap and HttpBasicAuth for CAS. With this setup it seems impossible to populate the customer table ! Chris ----- Original Message ----- From: Karnan Seevaratnam To: croffler(a)earthlink.net;Development community of OTRS.org Sent: 1/9/2007 11:57:35 PM Subject: RE: [dev] Customer Backend Hi Chris, Following is the table structure that I want to have it as a drop downlist on the PhoneTicket section. CREATE TABLE `customers` ( `id` int(11) NOT NULL auto_increment, `name` varchar(100) NOT NULL default '', `parent` int(11) NOT NULL default '0', `active` smallint(6) NOT NULL default '1', `expires` bigint(20) NOT NULL default '-1', `balance` int(11) NOT NULL default '0', `credit` int(11) NOT NULL default '0', `maxin` int(11) NOT NULL default '-1', `maxout` int(11) NOT NULL default '-1', `maxtotal` int(11) NOT NULL default '-1', `email` varchar(100) NOT NULL default '', PRIMARY KEY (`id`), UNIQUE KEY `name_2` (`name`), KEY `name` (`name`), KEY `parent` (`parent`), KEY `id` (`id`) ) ENGINE=MyISAM DEFAULT CHARSET=latin1; I don�t want to authenticate or do any kind of validation, suppose if a customer calls and my support staff will be creating a new phone ticket and select one customer. And this will just add these customer information to the comment field. Thank you for your help. Karnan From: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] On Behalf Of Chris Roffler Sent: Tuesday, January 09, 2007 3:43 PM To: dev(a)otrs.org Subject: [dev] Customer Backend We have implemented OTRS with CAS using HTTPBasicAuth and the Customer back end is setup with ldap. We need to create location based reports for tickets. For example we want to create reports that show tickets that have been created in the state of NY in NY City by Queues. I have all the Customer / GIS information in ldap. I need to bring this GIS info for each user somehow into the OTRS customer table so I can create these reports. Since I am using HTTPBasicAuth the users are not imported into the OTRS DB. Is there a way to populate the customer table ? Thanks Chris

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Customer Backend
by Chris Roffler 09 Jan '07

09 Jan '07

We have implemented OTRS with CAS using HTTPBasicAuth and the Customer back end is setup with ldap. We need to create location based reports for tickets. For example we want to create reports that show tickets that have been created in the state of NY in NY City by Queues. I have all the Customer / GIS information in ldap. I need to bring this GIS info for each user somehow into the OTRS customer table so I can create these reports. Since I am using HTTPBasicAuth the users are not imported into the OTRS DB. Is there a way to populate the customer table ? Thanks Chris

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LDAP and HTTPBasicAuth
by Chris 08 Jan '07

08 Jan '07

I implemented the authentication for Customers through CAS. I set the Customer backend to LDAP ... all works fine. However, this part of the configuration does not work ( see below ) It looks like if I use HTTPBasicAuth module OTRS ignores this setup. It also seems that the group and role import from the LDAP configuration are ignored. Can you guys validate this please ? Thanks Chris # UserSyncLDAPMap # (map if agent should create/synced from LDAP to DB after login) $Self->{UserSyncLDAPMap} = { # DB -> LDAP Firstname => 'givenName', Lastname => 'sn', Email => 'mail', };

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