February 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

3 3

crypt/sign bug (still)?
by Alex Mihicinac 02 Mar '07

02 Mar '07

Hi all! I have some difficulties to enable proper use of PGP/signing outgoing mails in OTRS. I've sent status report to otrs(a)otrs.org, but there was no reply, so I'm trying to get some info here. While I was looking for a solution, I noticed that there were some recent changes in CVS about this issue: AgentTicketCompose.pm <http://cvs.otrs.org/viewcvs.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?s…> *1.28* <http://cvs.otrs.org/viewcvs.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?r…> 4 days martin Fixed not working crypt/sign option in AgentTicketCompose mask. After that I grabbed this file from CVS and replaced with installed one (OTRS 2.1.5). Then I've noticed that CVS version (2.2.X) does not match with last stable one (2.1.5). Does CVS contain devel branch of 2.1.5? Bottom line, neither with .tar.gz install, neither with CVS, I haven't managed to fix problem with signing REPLY messages (row Sign: simply does not appear when composing reply message). It is working OK while creating NEW mail and also when receiving signed mails. It is funny because in previous version (2.0.2) signing reply is working OK, also signing new mail is working OK, but receiving signed mails fail. Can you give me hint or two what I'm doing wrong? Can you confirm if this issue is a bug? Please respond to this mail, since I can't gent any attention in otrs(a)otrs.org TIA, Alex Mihicinac

2 6

enhancement to Kernel/System/Ticket.pm
by Wiktor Wodecki 28 Feb '07

28 Feb '07

Hi there, this minor enhancement to Kernel/System/Ticket.pm allows the generic agent to use decision constraints based on changetime. This is useful in automatic state changes scenarios where you'd want to escalate things. Please consider to apply. --- Ticket.pm.orig 2007-02-27 15:21:58.000000000 +0100 +++ Ticket.pm 2007-02-27 15:22:31.000000000 +0100 @@ -2660,6 +2660,10 @@ $SQLExt .= " AND st.until_time >= '".$Self->{DBObject}->Quote($Param{TicketPendingTimeNewerDate})."'"; } } + # get tickets changed more than x minutes ago + if ($Param{TicketChangeTimeOlder}) { + $SQLExt .= " AND st.change_time < NOW() - interval '".$Param{TicketChangeTimeOlder}."'"; + } # database query $SQLExt .= " ORDER BY $SortOptions{$SortBy}"; if ($OrderBy eq 'Up') { -- Regards, Wiktor Wodecki net mobile AG, Zollhof 17, 40221 Duesseldorf, Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783

2 2

ERROR: MIME::Words: unexpected case:
by Tomek Melissa 22 Feb '07

22 Feb '07

Hello, How to deal with such message. Attachment didn't pass through. Wide character in print at /opt/otrs/Kernel/System/Log/File.pm line 58. Wide character in print at /opt/otrs/Kernel/System/Log/File.pm line 58. MIME::Words: unexpected case: (Brak mo??liwo?›ci zaksiÄ™gowania PZK32 54193.doc) pos 0 Please alert developer.

1 0

Request for Comments: OTRS in Japanese
by Tietew 21 Feb '07

21 Feb '07

Hi, all This mail has been sent to both otrs-dev and otrs-i18n. I'm trying to use OTRS in Japanese. I translated Language/ja.pm and succeeded to use OTRS in Japanese using UTF-8. There is a big problem to use OTRS in Japanese that; many web-based MUAs, such as Hotmail and Yahoo, and some popular MUAs, such as Microsoft Exchange and Lotus Notes, does not support UTF-8! # Attention: Hotmail's English UI and Yahoo,Inc.'s web mailer support UTF-8... Therefore, customers which use these MUAs cannot read mails sent from OTRS. They can read mails encoded in ISO-2022-JP only. My OTRS must send mails as ISO-2022-JP. # OTRS *can* receive and parse ISO-2022-JP mail correctly. # There is no problem in receiving mails. Only sending. I cannot use ISO-2022-JP as OTRS UI. Because: 1. ISO-2022-JP is insecure for web applications. ISO-2022 series is stateful encoding and contains \x1B escape sequence. It's very hard to handle stateful encoding correctly for web applications. 2. I want to share one OTRS installation and its queues in multilingual project team. Non-Japanese team can or must use UTF-8. And, OTRS must be able to send ISO-2022-JP mail even if user uses English UI. In other word, I do not want Japanized (locally patched) OTRS. ----- My suggestion is to create "mail character encoding" to queue settings (defaults to UTF-8, or empty meaning system default charset). for example, info-en queue uses 'UTF-8' or '' info-ja queue uses 'ISO-2022-JP' A mail composd mail in info-en queue is encoded as UTF-8. A mail composd mail in info-ja queue is encoded as ISO-2022-JP. This solution seems to make them happy that all users in all languages. RFC: Any other suggestion? If no oppose, I will try to make patch. -- Tietew <tietew(a)tietew.net> Blog: http://www.tietew.jp/ PGP: 26CB 71BB B595 09C4 0153 81C4 773C 963A D51B 8CAA

1 0

Is this a bug? Internal notes overwrite original message.
by Dan Mahoney, System Admin 21 Feb '07

21 Feb '07

Hey all, I am using OTRS 2.0.4, and having a problem that I've asked on otrs-users about and gotten no answer. Basically, when I move a ticket to a different queue, the "main" ticket becomes something like *** THIS IS JUST A NOTE *** The queue of your ticket "2007020510000018" has been changed by "Dan Mahoney" to "TechSupport::Feature Requests". http://prime.gushi.org/otrs/customer.pl?Action=CustomerZoom&TicketID=385 Your OTRS Notification Master *** THIS IS JUST A NOTE *** And then the ORIGINAL ticket is listed as a follow-up to this. This is annoying because a) it breaks the scheme of replies (i.e. the note was not a reply to the original message, NOR was the original message a reply to this. MORE IMPORTANTLY it is annoying because it is NO LONGER POSSIBLE to see ANY of the ticket body, just a whole bunch of NOTE texts for all messages moved into this queue (thus having to zoom on every ticket to find out if it's something I can act on). If I am doing something horribly wrong, let me know. If it's a bug that was fixed in 2.1, please let me know. If I need to think about purchasing a paid support incident, let me know. -Dan -- Hate fedora with a white hot burning passion right now though ... damn thing is Linux-XP(tm) -Bill Nolan 2/24/04 --------Dan Mahoney-------- Techie, Sysadmin, WebGeek Gushi on efnet/undernet IRC ICQ: 13735144 AIM: LarpGM Site: http://www.gushi.org ---------------------------

2 4

Read to POP3 without delete messages
by Chef Tony 15 Feb '07

15 Feb '07

Hi I modified PostMasterPOP3.pl in order to read email from POP3 server without deleting or reload them. It's simply a new table called messages_uidl with these fields uidl: varchar(100) timestamp: date with one more condition in code before checking mail size It checks the message uidl in the pop3 mailbox with uidl stored in the table and retrieves only new messages. When a new message is retrieved it adds the new uidl in the table. Are someone interested in this modify? How can I share my new feature?

3 8

RE: [dev] SMIME -- HELP
by Leonardo Pereira Guimarães 15 Feb '07

15 Feb '07

Hi folks, Please, what does it means the error bellow ? ############## Message: Need Hash! Traceback (27148): Module: Kernel::System::Crypt::SMIME::Decrypt (v1.9) Line: 157 Module: Kernel::Output::HTML::ArticleCheckSMIME::Check (v1.8) Line: 100 Module: Kernel::Modules::AgentTicketZoom::MaskAgentZoom (v1.27) Line: 572 Module: Kernel::Modules::AgentTicketZoom::Run (v1.27) Line: 168 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 671 Module: /var/www/otrs-2.1.3/bin/cgi-bin/index.pl (v1.81) Line: 47 ############# I had already done all the tests but unfortunately the errors continues..... Thanks Leo. -----Original Message----- From: Leonardo Pereira Guimarães [mailto:leoguima@certisign.com.br] Sent: quarta-feira, 14 de fevereiro de 2007 10:09 To: 'dev(a)otrs.org' Subject: RE: [dev] SMIME -- HELP Hi Christian Please, see the attachment. Thanks Leo. -----Original Message----- From: Leonardo Pereira Guimarães [mailto:leoguima@certisign.com.br] Sent: terça-feira, 13 de fevereiro de 2007 11:40 To: 'dev(a)otrs.org' Subject: RE: [dev] SMIME -- HELP Hi, Yes, I had already read the S/MIME section and the user/group of the webserver is the same of OTRS Feb 13 11:34:51 server1 OTRS-CGI-10[26332]: [Error][Kernel::System::Crypt::SMIME::Decrypt][Line:157]: Need Hash! Feb 13 11:35:44 server1 OTRS-CGI-10[26414]: [Error][Kernel::System::Crypt::SMIME::Decrypt][Line:157]: Need Hash! Feb 13 11:35:44 server1 OTRS-CGI-10[26414]: [Error][Kernel::System::Ticket::Article::ArticleUpdate][Line:1382]: Need TicketID! Feb 13 11:35:44 server1 OTRS-CGI-10[26414]: [Error][Kernel::System::Crypt::SMIME::Decrypt][Line:157]: Need Hash! Explain to me that if is it possible to send encrypted email and OTRS reads this mailbox and open the ticket. Thanks Leo. -----Original Message----- From: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: terça-feira, 13 de fevereiro de 2007 05:46 To: Development community of OTRS.org Subject: Re: [dev] SMIME -- HELP On Mon, Feb 12, 2007 at 07:34:28PM -0200, Leonardo Pereira Guimarães wrote: > >Does anyone had already used SMIME in OTRS ? Yes :). >I do not know but I ever seen the error bellow: > > > Message: Need Hash! > > Traceback (27118): > Module: Kernel::System::Crypt::SMIME::Decrypt (v1.9) Line: 157 > Module: Kernel::Output::HTML::ArticleCheckSMIME::Check (v1.8) Line: 100 > Module: Kernel::Modules::AgentTicketZoom::MaskAgentZoom (v1.27) Line: 572 > Module: Kernel::Modules::AgentTicketZoom::Run (v1.27) Line: 168 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 671 > Module: /var/www/otrs-2.1.3/bin/cgi-bin/index.pl (v1.81) Line: 47 Have you read the S/MIME section in our admin manual on http://doc.otrs.org Also it is important that your webserver runs with the user and group of the local otrs user. >Leo. Kind regards, Christian -- ((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!

1 0

RE: [dev] SMIME -- HELP
by Leonardo Pereira Guimarães 14 Feb '07

14 Feb '07

Hi Christian Please, see the attachment. Thanks Leo. -----Original Message----- From: Leonardo Pereira Guimarães [mailto:leoguima@certisign.com.br] Sent: terça-feira, 13 de fevereiro de 2007 11:40 To: 'dev(a)otrs.org' Subject: RE: [dev] SMIME -- HELP Hi, Yes, I had already read the S/MIME section and the user/group of the webserver is the same of OTRS Feb 13 11:34:51 server1 OTRS-CGI-10[26332]: [Error][Kernel::System::Crypt::SMIME::Decrypt][Line:157]: Need Hash! Feb 13 11:35:44 server1 OTRS-CGI-10[26414]: [Error][Kernel::System::Crypt::SMIME::Decrypt][Line:157]: Need Hash! Feb 13 11:35:44 server1 OTRS-CGI-10[26414]: [Error][Kernel::System::Ticket::Article::ArticleUpdate][Line:1382]: Need TicketID! Feb 13 11:35:44 server1 OTRS-CGI-10[26414]: [Error][Kernel::System::Crypt::SMIME::Decrypt][Line:157]: Need Hash! Explain to me that if is it possible to send encrypted email and OTRS reads this mailbox and open the ticket. Thanks Leo. -----Original Message----- From: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: terça-feira, 13 de fevereiro de 2007 05:46 To: Development community of OTRS.org Subject: Re: [dev] SMIME -- HELP On Mon, Feb 12, 2007 at 07:34:28PM -0200, Leonardo Pereira Guimarães wrote: > >Does anyone had already used SMIME in OTRS ? Yes :). >I do not know but I ever seen the error bellow: > > > Message: Need Hash! > > Traceback (27118): > Module: Kernel::System::Crypt::SMIME::Decrypt (v1.9) Line: 157 > Module: Kernel::Output::HTML::ArticleCheckSMIME::Check (v1.8) Line: 100 > Module: Kernel::Modules::AgentTicketZoom::MaskAgentZoom (v1.27) Line: 572 > Module: Kernel::Modules::AgentTicketZoom::Run (v1.27) Line: 168 > Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 671 > Module: /var/www/otrs-2.1.3/bin/cgi-bin/index.pl (v1.81) Line: 47 Have you read the S/MIME section in our admin manual on http://doc.otrs.org Also it is important that your webserver runs with the user and group of the local otrs user. >Leo. Kind regards, Christian -- ((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!

1 0

S/MIME in agent comms
by Denis Jedig 14 Feb '07

14 Feb '07

Greetings Devel, is there any specific rationale behind S/MIME being implemented for customer communication, but having no S/MIME functionality to be seen for notification mails to agents? This looks rather strange as agent communications are certainly not less "secret" or less likely to be forged. -- Denis Jedig syneticon networks GbR http://syneticon.net/service/

2 1