November 2007 - dev - OTRS mailing lists

Kernel::System::CSV - improved
by Martin Edenhofer 20 Nov '07

20 Nov '07

Hi, JFI, today I went into trouble for parsing CSV file by using Kernel::System::CSV. The problem is, that this module is not handling any possibilities of CSV types. So to improve this, I added support of Text::CSV as backend module for Kernel::System::CSV (availabe in upcoming 2.3.x tree). So it's still compatible to the old (only one small thing). If you have a CSV like: 1;2;3; 3;2;1; With the old module you got the following array back: my $ArrayRef = [ [1,2,3], [3,2,1], ]; But this is wrong, because the ; at the end would normally mean, that there is an empty value (for more info see rfc4180 http://tools.ietf.org/html/rfc4180) . So with the new Kernel::System::CSV you will get the following array: my $ArrayRef = [ [1,2,3,''], [3,2,1,''], ]; for this kind of CSV file. The correct CSV file would be: 1;2;3 3;2;1 (will be in future) without ending ; So take care if you use cvs files with ending ; in future and you find an empty '' at the end of the array. -Martin -- ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Address of record: Bad Homburg Local Court: Bad Homburg, HRB 10751 Tax number: 003/240/97505 Chairman: Burchard Steinbild Chief Executive Officer: André Mindermann

1 0

create ticket from form / same as Email Ticket
by Jo Rhett 19 Nov '07

19 Nov '07

This concerns OTRS 1.3.2 (running on a provider's system) but it appears to be much the same with a 2.2 installation I have here locally. I'm trying to create a ticket by submitting a form prefilled with values. The goal is to pre-fill the To: and Cc: fields from a local customer database. I copied and minimized the form from Email Ticket, and it looks like the following. However, whenever I submit it I get Message: Need TicketID! Traceback (18383): Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1131 Module: Kernel::Modules::AgentEmail::Run (v1.34.2.2) Line: 597 ...etc However, the stock form supplies an empty TicketID as well. The purpose is to create a ticket. What am I doing wrong here? <form action="https://tickets.svcolo.com/otrs/index.pl" method="get" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="AgentEmail"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="Dest" value="105||SVcolo"> <input type="hidden" name="To" value="(*customer e-mail*)"> <input type="hidden" name="Cc" value="(*customer backup*)"> <input type="hidden" name="Bcc" value="support-staff(a)svcolo.com"> <input type="hidden" name="FormID" value="1194316011.9677080.31251047"> <input type="hidden" name="ExpandCustomerName" value="0"> <input type="hidden" name="AllUsers" value="0"> <input type="hidden" name="PreSelectedCustomerUser" value=""> <input type="hidden" name="SelectedCustomerUser" value=""> <input type="hidden" name="PriorityID" value=""> <input type="hidden" name="CustomerID" value=""> <input type="hidden" name="TicketID" value=""> <b>Subject:</b> <input type="text" name="Subject" value="" size="70"><br /> <textarea name="Body" rows="15" cols="72" wrap="hard"> </textarea><br /> <b>Time units (work units):</b> <input type="text" name="TimeUnits" value="" size="4"><br /> <input class="button" type="submit" value="Send mail!"> </form> -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550

2 8

Bugs
by Thomas Mueller 19 Nov '07

19 Nov '07

Hi OTRS Team > Bug Reporting: > ============== > Although OTRS 2.2.4 has been tested before, we appreciate > your contributions and bug reports. You, the OTRS Community, > has always been an invaluable source of helpful suggestions, > fair comments and well skilled testers to us. > Therefore a great "THX!" goes out to you! > http://bugs.otrs.org/ Quite a while ago, i posted 2 patches for OTRS. - "message/delivery-status" forwarding problem: http://bugs.otrs.org/show_bug.cgi?id=2036 - Owner Update generates 2 notifications: http://bugs.otrs.org/show_bug.cgi?id=2304 After a while i mailed to Bodo Bauer about bug 2304. Resulted in moving bug to Martin Edenhofer. And since there: silence. Bug 2036: filed patch on 5.11.07 - no reply from OTRS Team at all. I wan't to know: - shouldn't i post patches? - will there ever be any answer like "good patch", "bad patch" or something like that? Thomas

2 1

Fatal error on /Kernel/System/Config.pm line 1325
by Eduardo Raffoul 13 Nov '07

13 Nov '07

Hello everybody, I have been having some troubles with otrs, specificically after logging in and when i go into the AdminSysConfig Module. The system crashes and trhows this error: [Tue Nov 13 10:44:07 2007] -e: Attempt to free unreferenced scalar: SV 0xbcd788dc, Perl interpreter: 0xbc365e98 at /opt/otrs//Kernel/System/Config.pm line 13 25. [...] [Tue Nov 13 10:44:07 2007] -e: Attempt to free unreferenced scalar: SV 0xbc94ffe8, Perl interpreter: 0xbc365e98 at /opt/otrs//Kernel/System/Config.pm line 13 25. [Tue Nov 13 10:44:08 2007] [notice] child pid 4500 exit signal Segmentation fault (11) Sometimes the SegFault comes with several memory pointers errors. This happens with Perl 5.8.8-25 (at least) and newer versions. I already reported this as a bug but, but someone has seen this before and how to fix it? Thanks

2 1

Are errors *REALLY* errors
by Tuc at T-B-O-H.NET 07 Nov '07

07 Nov '07

Hi, (I was told this was a better list to post to, not the standard OTRS list) In looking closer at the code, I see some places where the system throws an : $Self->{LogObject}->Log( Message => 'Something here', Priority => 'error', ); but then goes about its business as if nothing REALLY was wrong. The one that is of biggest concern at the current moment is : Kernel/Output/HTML/PreferencesCustomQueue.pm, sub Param, where it says : # check needed param if (!$Param{UserData}->{UserID}) { $Self->{LogObject}->Log(Priority => 'error', Message => "Need UserID!"); return (); } It appears that it *ALWAYS* prints it when your doing an : <form action="/otrs/index.pl" method="post"> <input type="hidden" name="Action" value="AdminUser"> <input type="hidden" name="Subaction" value="Add"> so is it *REALLY* an error. It appears to throw this into the Apache error log every time I attempt to add an Admin User. I do see plenty of others that do seem like they are TRUE and LEGIT errors, but certainly not this one. I would think the best thing to do is just remove the Log completely there, unless there is a reason it should always just throw everything into my Apache logs and then go about its business.... Thanks, Tuc

2 3

BUG: X-Otrs-Articlevalue
by Alex Mihicinac 07 Nov '07

07 Nov '07

Hi, I've noticed some strange behaviour, this is the story: - articles are tagged via .procmail (X-OTRS headers) - when initial (article which generates new ticket) article arrives, header tags are read and properly stored into database - when reply articles become to arrive, header tags are ignored, values are not stored into database Can someone explain that? Example articles: - .procmailrc :0 fhw : * ^TO(xxx|yyyyy|zzzzz)(a)domain\.org | formail -I "X-OTRS-Queue: somequeue" -I "X-OTRS-ArticleKey3: bounce" -I "X-OTRS-ArticleValue3: new"; - initial article mysql> select id,ticket_id, a_freekey3, a_freetext3 from article where id=423171; +--------+-----------+------------+-------------+ | id | ticket_id | a_freekey3 | a_freetext3 | +--------+-----------+------------+-------------+ | 423171 | 176914 | bounce | new | +--------+-----------+------------+-------------+ 1 row in set (0.01 sec) - reply article mysql> select id,ticket_id, a_freekey3, a_freetext3 from article where id=423172; +--------+-----------+------------+-------------+ | id | ticket_id | a_freekey3 | a_freetext3 | +--------+-----------+------------+-------------+ | 423172 | 176914 | NULL | NULL | +--------+-----------+------------+-------------+ 1 row in set (0.00 sec) Best regards, Alex P.S. Powered by OTRS 2.1.7

2 1

scripts/databases/otrs-schema.mysql.sql / foreign keys?
by Alexander Scholler 07 Nov '07

07 Nov '07

Hi, what about all the foreign keys defined in scripts/databases/otrs-schema.mysql.sql? * Can they be used? * What is the benefit (if I suppose that OTRS works on the DB always to leave it consistent although there are no foreign keys constraints defined)? * What problems can occure? Bye, Alex

2 1

Page displaying
by Tuc at T-B-O-H.NET 07 Nov '07

07 Nov '07

Hi, I have an issue about how pages are displayed and processed. I'm trying to call : http://otrs.example.com/otrs/index.pl?Action=AdminUser&Subaction=Add on a fairly fresh install. Instead of rendering the page to input the data, I seem to be getting : Message: Need UserID! Traceback (1944): Module: Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line: 49 Module: Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383 Module: Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin//otrs/index.pl (v1.81) Line: 47 What can I do to debug this more or get help. The customer has had this installed for a few weeks and can't do anything since they can't create users. Thanks, Tuc

3 4

About the frontend in AgentTicketSearch
by Eduardo Raffoul 07 Nov '07

07 Nov '07

Hi everybody, i'm trying to make some changes in the frontend of AgentTicketSearch, but i can't see where is the main html page builded. I'm just trying to change it just as AdminCustomerUser, avoiding to show the navbar depending of some situation. I know where is builded the html search result, but i cant find where is the first html (the one that has the forms to input the search data). Thanks.

2 1

Re: [otrs] Survey module : is there some manual, howto or informations somewhere about it ?
by Laurent Minost 06 Nov '07

06 Nov '07

Hi, This has nothing to do with a reply to survey module informations but ... Did you go properly through all installation steps as defined in the documentation on otrs.org website : http://doc.otrs.org/2.2/en/html/c267.html Basically, Admin login/password are defined through the installer.pl step as you can see on screenshots provided on the page. Best regards, Laurent MINOST Cece Yaya Sudarya a écrit : > Dear Laurent, > > Yes, I am a newbie looking for ticket number for application. I decided > to download OTRS for Windows (since my company regulation is using Bill > Gates :D), but after it has been installed, I tried to login the > application and it said invalid/wrong user name and password :( I have > reinstalled for 3 times, but it has same result :( > > I have tried yesterday to find any documentation for this issue, but I > have no got any. Is there anybody could help me? > > Thank you for your attention and cooperation. > > Regards, > > Cece Yaya Sudarya > > On 11/5/07, *Laurent Minost* <lminost(a)denyall.com > <mailto:lminost@denyall.com>> wrote: > > Hi, > > I think all is in the subject :) > How do we use this module please ? I have it installed on my OTRS 2.2.3 > but don't know how to clearly and precisely use it. It could be useful > but searching otrs.org/mailing <http://otrs.org/mailing> list > archives and Google did not lead me > to any clear documentations, howto or informations about it :( > So if someone use it or if any OTRS dev could paste us a little how-to > here or do a FAQ article, I think it will help a few people by now and > in the future. > > Thanks by advance. Best regards, > > Laurent MINOST > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support or consulting for your OTRS system? > => http://www.otrs.com/ > > > > > -- >

1 0