May 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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[RFC] PostmasterMailAccount_0.1.0
by Torsten Thau 03 Aug '07

03 Aug '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi otrs-dev, I removed a few bugs and made some improvements (well, at least that's what I think :)). However, I'd like to announce the new version for the postmaster mail account package which is supposed to access POP3(S) and IMAP(S) mail accounts. Please feel free to download and evaluate it. Any comments, ideas for improvements or hints/bugfixes for mistakes I may have made are welcome. http://www.cape-it.de/download/Postmaster%20Mail%20Account-0.1.0.opm http://www.cape-it.de/download/Postmaster%20Mail%20Account-0.1.0.opm.gz regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFGA6PcvXo8m5PgoXQRAum3AJ9l4uHzgrGKbDz+pnPYVqFzpL4aAQCfeshT mpBxU9xolTiBZ8eRAZVkAJc= =tsc/ -----END PGP SIGNATURE-----

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OTRS slow/fast for different accounts
by Johan Björni 31 May '07

31 May '07

Hi, When I as an admin logs in everything works well and the server response is almost instant. When a normal user uses the system everything takes a while, some seconds for the page to load. I tried to give me the same rights as a normal user but the server is still fast. It seams like the system gets slower depending on how many tickets the user has processed totally. Can this be true ? Any hints in how to troubleshoot this problem further. The otrs version is 2.0.4 with mysql-4.1.20 as db running on RHEL 4, apache. The db is 332 MB 2xXeon 3,4G/2M, 1GB. //Johan

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OTRS 2.2b3 on Win XP Pro: Apache crashes when attaching big file
by Branislav.Dobrodolac＠t-systems.com 29 May '07

29 May '07

Hi all, when I try to append a rather big attachment, e.g. 17MB, Apache causes the page file to grow until it crashes with a memory fault. However, with a smaller attachment, e.g. 5MB, there is no crash but the file is not appended either. Therefore, I have tried to modify the value of MySQL variable "max_allow_packet" for testing purposes but it did not help. However, I do not know how to determine if my change has been accepted at all. Furthermore, in a second attempt, I have set option "Kernel::System::Ticket::ArticleStorageFS" in ticket.xml, but it did not remove the malfunction either. Do I something wrong or is this strange behavior a bug? Kind regards Branislav Dobrodolac

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Bugs in TimeAccounting package (?)
by Torsten Thau 24 May '07

24 May '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi otrs-dev, I've had a look the package TimeAccounting 1.0.1 and so far I've encountered some trouble. Apparently there are some bugs in the package. Maybe some of them only occur while using PostgreSQL (don't know about the tolerance of MySQL)... anyway, this is what I've figured out: (1) Kernel::System::TimeAccounting line 568: $Param{$_} = $Self->{DBObject}->Quote($Param{$_}) || ''; ...this is a problem when the value before the OR is 0 the assignment is evaluated to false and the empty string 'wins' the assignment. This causes trouble when inserting a NULL value into integer or numeric coloumns in DB-tables. Better would be something like that (IMO... at least it works for me ;)): $Param{$_} = $Self->{DBObject}->Quote($Param{$_}); if( !defined($Param{$_})) { $Param{$_} = ''; } The problem reappears in sub UserSettingsUpdate. (2) Kernel::System::TimeAccounting line 595 and following: the column 'DESCRIPTION' which is set to NOT NULL, is ommited. This statement is not accepted by the data base. The initial configuration doesn'T allow to give a description anyway. So my workaround is => use of a default user description for the initial insert => and (of course) completion of the SQL-statement in line 595 (3) Kernel::Modules::AgentTimeAccounting 245: $Data{$WorkingUnitID}{Period} = ''; ...better would be: $Data{$WorkingUnitID}{Period} = 'NULL'; I'd have created an entry in bugs.otrs.org if there was an option for the TimeAccounting module. So I just put it here :) regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFGVEfgvXo8m5PgoXQRAttgAJsFxDrQedhDJYrwXLYvGa+v/p2eqACeOZLH 4z0X30CzQA/7M/b1LrAz1d8= =QgwY -----END PGP SIGNATURE-----

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MAPI support in OTRS
by Branislav.Dobrodolac＠t-systems.com 14 May '07

14 May '07

Hi to all, I was wondering if there is anything new in OTRS concerning MAPI support or a workaround by means of a third-party module at least? Due to internal restrictions, we are only able to use MAPI. As we would like to use OTRS, this is a real problem. Kind regards Branislav Dobrodolac -- T-Systems Enterprise Services GmbH Systems Integration Application Development & Service Factory Solution Center PLM Branislav Dobrodolac Fasanenweg 5, D-70771 Leinfelden-Echterdingen, Germany Phn +49-711-972-49475 Fax +49-711-972-90330 mailto:branislav.dobrodolac@t-systems.com T-Systems Enterprise Services GmbH Aufsichtsrat: René Obermann (Vorsitzender) Executive Committee: Lothar Pauly (Vorsitzender)*, Helmut Binder, Albert Henn, Olaf Heyden*, Katrin Horstmann, Ulrich Kemp, Axel Knobe*, Wilfried Peters*, Dr. Herbert Schaaff*, Zvezdana Seeger* Handelsregister: Amtsgericht Frankfurt am Main HRB 55933 Sitz der Gesellschaft: Frankfurt am Main WEEE-Reg.-Nr. DE87523644 *Geschäftsführer gem. § 35 GmbHG T-Systems - Business flexibility

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Re: [dev] HTTPBasicAuth and CustomerMessage
by Chris Roffler 11 May '07

11 May '07

Martin patching CAS is not an option ..... so I will have to dig into this and learn Perl :-( Chris > [Original Message] > From: Martin Edenhofer <me(a)otrs.com> > To: <croffler(a)earthlink.net>; Development community of OTRS <dev(a)otrs.org> > Date: 5/11/2007 11:07:48 PM > Subject: Re: [dev] HTTPBasicAuth and CustomerMessage > > Hi Chris, > > I don't know how to patch CAS. ,-) In OTRS a new session will be only > created after a successful login. So you need to patch OTRS very heavy > Kernel/System/Web/InterfaceCustomer.pm to do so. > > Greetings, > > -Martin > > Chris Roffler schrieb: > > Martin, > > > > tahnks for your patients .... any ideas on how to patch this up ? > > Do I create a new session for this ? If so, could you tell me in which > > module OTRS creates the session so I can see some examples on how to do > > this ? > > > > Thanks > > Chris > > > > > > */Martin Edenhofer <me(a)otrs.com>/* wrote: > > > > Hi Chris, > > > > the problem is, just after the ticket/cookie from CAS a new sesssion is > > created. Do the time before there is no session. :-( > > > > So you need to patch/improve CAS to redirect with the correct params. > > > > Greetings, > > > > -Martin > > > > Chris Roffler schrieb: > > > Yea that's it ! > > > > > > I am not a perl guy .... can you lead me to some perl code within OTRS > > > where you set and get session attributes please ? > > > > > > Thanks > > > Chris > > > > > > */Martin Edenhofer /* wrote: > > > > > > Hi Chris, > > > > > > so CAS redirects to http://otrs/customer.pl (without params)? > > > > > > If it's so, you need to change CAS to keep the requested params to do > > > the correct redirect. :-) > > > > > > Many greetings, > > > > > > -Martin > > > > > > Chris schrieb: > > > > Martin, > > > > > > > > your scenario is correct ..... just one little problem. > > > > > > > > CAS needs a serviceURL and that is http://otrs/customer.pl I cant > > > use the request url with the parameters. > > > > When cas returns it will ask for this url and I have lost my > > > parameters. > > > > I am not a Perl guy and have no idea how to hang on to the > > > original requestURL. Could we but it in the session somehow ? > > > > > > > > Any ideas on how to accomplish this ? > > > > > > > > > > > > Thanks > > > > Chris > > > > > > > > > > > > > > > > -----Original Message----- > > > >> From: Martin Edenhofer > > > >> Sent: May 11, 2007 9:00 AM > > > >> To: Chris > > > >> Subject: Re: [dev] HTTPBasicAuth and CustomerMessage > > > >> > > > >> Hi Chris, > > > >> > > > >> Chris schrieb: > > > >> > > > >>> I use CAS for SSO for all my applications including OTRS. > > > >>> I log in through my portal and then I navigate from there to > > > different application. > > > >>> > > > >>> We want to be able to automatically create trouble tickets in > > > otrs when an operator encounters an error in an application.On some > > > application screens we have a link to otrs example : > > > http:://server/otrs/customer.pl?Action=CustomerMessage.pl&....) > > > where we attach the error number > > > >>> to the URL. > > > >>> We then fill in the body and subject of the OTRS ticket > > > automatically with this error number. > > > >>> > > > >>> Here is the problem, the first time we call this URL we get > > > redirected to the customer.pl screen IF THE USER has not visited > > > /otrs/customer.pl. When I call the url again it redirects us to the > > > right place and we fill in the errorcode automaticaly. > > > >>> > > > >>> The first time we make the call to OTRS HTTPBasicAuth redirects > > > me to the CAS server where the CAS ticket/cookie is created for the > > > OTRS service and returns the user. I think at this point OTRS > > > automatically assumes that the user is loging on and redirects the > > > user to customer.pl, but we would like to goto directly to > > > customer.pl?Action=CustomerMessage.pl.. > > > >>> > > > >>> Is there a way to accomplish this ? > > > >>> > > > >>> Hope this makes sense ? > > > >> Now I think I got it a little bit more. ;) > > > >> > > > >> It depends on the URLs. For example: > > > >> > > > >> 1) URL to OTRS > > > >> http://host/otrs/customer.pl?Action=CustomerMessage.pl&... > > > >> > > > >> 2) OTRS redirect to CAS > > > >> > > > >> > > > > > http://cas/someurl.xxx?RequestedURL=http://host/otrs/customer.pl?Action=Cust omerMessage.pl&... > > > >> > > > >> 3) Redirect from CAS back to OTRS with ticket/cookie (so this URL > > > is not > > > >> clear to me (where is the ticket/cookie) but could look like this) > > > >> > > > >> > > > http://host/otrs/customer.pl?Action=CustomerMessage.pl&...&CAS=1234... > > > >> > > > >> Then it should work fine (go directly to the create ticket > > > screen). But > > > >> I think point 3 is a little bit different. Isn't it? :) > > > >> > > > >>> Thanks > > > >>> Chris > > > >> -Martin > > > >> > > > >> ((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! > > > > > > > > > > > > > > ------------------------------------------------------------------------ > > > Looking for a deal? Find great prices on flights and hotels > > > > > > with Yahoo! FareChase. > > > > > > > > ------------------------------------------------------------------------ > > Sick sense of humor? Visit Yahoo! TV's Comedy with an Edge > > <http://us.rd.yahoo.com/evt=47093/*http://tv.yahoo.com/collections/222>to > > see what's on, when.

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Re: [dev] HTTPBasicAuth and CustomerMessage
by Martin Edenhofer 11 May '07

11 May '07

Hi Chris, I don't know how to patch CAS. ,-) In OTRS a new session will be only created after a successful login. So you need to patch OTRS very heavy Kernel/System/Web/InterfaceCustomer.pm to do so. Greetings, -Martin Chris Roffler schrieb: > Martin, > > tahnks for your patients .... any ideas on how to patch this up ? > Do I create a new session for this ? If so, could you tell me in which > module OTRS creates the session so I can see some examples on how to do > this ? > > Thanks > Chris > > > */Martin Edenhofer <me(a)otrs.com>/* wrote: > > Hi Chris, > > the problem is, just after the ticket/cookie from CAS a new sesssion is > created. Do the time before there is no session. :-( > > So you need to patch/improve CAS to redirect with the correct params. > > Greetings, > > -Martin > > Chris Roffler schrieb: > > Yea that's it ! > > > > I am not a perl guy .... can you lead me to some perl code within OTRS > > where you set and get session attributes please ? > > > > Thanks > > Chris > > > > */Martin Edenhofer /* wrote: > > > > Hi Chris, > > > > so CAS redirects to http://otrs/customer.pl (without params)? > > > > If it's so, you need to change CAS to keep the requested params to do > > the correct redirect. :-) > > > > Many greetings, > > > > -Martin > > > > Chris schrieb: > > > Martin, > > > > > > your scenario is correct ..... just one little problem. > > > > > > CAS needs a serviceURL and that is http://otrs/customer.pl I cant > > use the request url with the parameters. > > > When cas returns it will ask for this url and I have lost my > > parameters. > > > I am not a Perl guy and have no idea how to hang on to the > > original requestURL. Could we but it in the session somehow ? > > > > > > Any ideas on how to accomplish this ? > > > > > > > > > Thanks > > > Chris > > > > > > > > > > > > -----Original Message----- > > >> From: Martin Edenhofer > > >> Sent: May 11, 2007 9:00 AM > > >> To: Chris > > >> Subject: Re: [dev] HTTPBasicAuth and CustomerMessage > > >> > > >> Hi Chris, > > >> > > >> Chris schrieb: > > >> > > >>> I use CAS for SSO for all my applications including OTRS. > > >>> I log in through my portal and then I navigate from there to > > different application. > > >>> > > >>> We want to be able to automatically create trouble tickets in > > otrs when an operator encounters an error in an application.On some > > application screens we have a link to otrs example : > > http:://server/otrs/customer.pl?Action=CustomerMessage.pl&....) > > where we attach the error number > > >>> to the URL. > > >>> We then fill in the body and subject of the OTRS ticket > > automatically with this error number. > > >>> > > >>> Here is the problem, the first time we call this URL we get > > redirected to the customer.pl screen IF THE USER has not visited > > /otrs/customer.pl. When I call the url again it redirects us to the > > right place and we fill in the errorcode automaticaly. > > >>> > > >>> The first time we make the call to OTRS HTTPBasicAuth redirects > > me to the CAS server where the CAS ticket/cookie is created for the > > OTRS service and returns the user. I think at this point OTRS > > automatically assumes that the user is loging on and redirects the > > user to customer.pl, but we would like to goto directly to > > customer.pl?Action=CustomerMessage.pl.. > > >>> > > >>> Is there a way to accomplish this ? > > >>> > > >>> Hope this makes sense ? > > >> Now I think I got it a little bit more. ;) > > >> > > >> It depends on the URLs. For example: > > >> > > >> 1) URL to OTRS > > >> http://host/otrs/customer.pl?Action=CustomerMessage.pl&... > > >> > > >> 2) OTRS redirect to CAS > > >> > > >> > > > http://cas/someurl.xxx?RequestedURL=http://host/otrs/customer.pl?Action=Cus…... > > >> > > >> 3) Redirect from CAS back to OTRS with ticket/cookie (so this URL > > is not > > >> clear to me (where is the ticket/cookie) but could look like this) > > >> > > >> > > http://host/otrs/customer.pl?Action=CustomerMessage.pl&...&CAS=1234... > > >> > > >> Then it should work fine (go directly to the create ticket > > screen). But > > >> I think point 3 is a little bit different. Isn't it? :) > > >> > > >>> Thanks > > >>> Chris > > >> -Martin > > >> > > >> ((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! > > > > > > > > > ------------------------------------------------------------------------ > > Looking for a deal? Find great prices on flights and hotels > > > > with Yahoo! FareChase. > > > > ------------------------------------------------------------------------ > Sick sense of humor? Visit Yahoo! TV's Comedy with an Edge > <http://us.rd.yahoo.com/evt=47093/*http://tv.yahoo.com/collections/222>to > see what's on, when.

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Re: [dev] HTTPBasicAuth and CustomerMessage
by Martin Edenhofer 11 May '07

11 May '07

Hi Chris, the problem is, just after the ticket/cookie from CAS a new sesssion is created. Do the time before there is no session. :-( So you need to patch/improve CAS to redirect with the correct params. Greetings, -Martin Chris Roffler schrieb: > Yea that's it ! > > I am not a perl guy .... can you lead me to some perl code within OTRS > where you set and get session attributes please ? > > Thanks > Chris > > */Martin Edenhofer <me(a)otrs.com>/* wrote: > > Hi Chris, > > so CAS redirects to http://otrs/customer.pl (without params)? > > If it's so, you need to change CAS to keep the requested params to do > the correct redirect. :-) > > Many greetings, > > -Martin > > Chris schrieb: > > Martin, > > > > your scenario is correct ..... just one little problem. > > > > CAS needs a serviceURL and that is http://otrs/customer.pl I cant > use the request url with the parameters. > > When cas returns it will ask for this url and I have lost my > parameters. > > I am not a Perl guy and have no idea how to hang on to the > original requestURL. Could we but it in the session somehow ? > > > > Any ideas on how to accomplish this ? > > > > > > Thanks > > Chris > > > > > > > > -----Original Message----- > >> From: Martin Edenhofer > >> Sent: May 11, 2007 9:00 AM > >> To: Chris > >> Subject: Re: [dev] HTTPBasicAuth and CustomerMessage > >> > >> Hi Chris, > >> > >> Chris schrieb: > >> > >>> I use CAS for SSO for all my applications including OTRS. > >>> I log in through my portal and then I navigate from there to > different application. > >>> > >>> We want to be able to automatically create trouble tickets in > otrs when an operator encounters an error in an application.On some > application screens we have a link to otrs example : > http:://server/otrs/customer.pl?Action=CustomerMessage.pl&....) > where we attach the error number > >>> to the URL. > >>> We then fill in the body and subject of the OTRS ticket > automatically with this error number. > >>> > >>> Here is the problem, the first time we call this URL we get > redirected to the customer.pl screen IF THE USER has not visited > /otrs/customer.pl. When I call the url again it redirects us to the > right place and we fill in the errorcode automaticaly. > >>> > >>> The first time we make the call to OTRS HTTPBasicAuth redirects > me to the CAS server where the CAS ticket/cookie is created for the > OTRS service and returns the user. I think at this point OTRS > automatically assumes that the user is loging on and redirects the > user to customer.pl, but we would like to goto directly to > customer.pl?Action=CustomerMessage.pl.. > >>> > >>> Is there a way to accomplish this ? > >>> > >>> Hope this makes sense ? > >> Now I think I got it a little bit more. ;) > >> > >> It depends on the URLs. For example: > >> > >> 1) URL to OTRS > >> http://host/otrs/customer.pl?Action=CustomerMessage.pl&... > >> > >> 2) OTRS redirect to CAS > >> > >> > http://cas/someurl.xxx?RequestedURL=http://host/otrs/customer.pl?Action=Cus…... > >> > >> 3) Redirect from CAS back to OTRS with ticket/cookie (so this URL > is not > >> clear to me (where is the ticket/cookie) but could look like this) > >> > >> > http://host/otrs/customer.pl?Action=CustomerMessage.pl&...&CAS=1234... > >> > >> Then it should work fine (go directly to the create ticket > screen). But > >> I think point 3 is a little bit different. Isn't it? :) > >> > >>> Thanks > >>> Chris > >> -Martin > >> > >> ((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! > > > > ------------------------------------------------------------------------ > Looking for a deal? Find great prices on flights and hotels > <http://us.rd.yahoo.com/evt=47094/*http://farechase.yahoo.com/;_ylc=X3oDMTFi…> > with Yahoo! FareChase.

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[Fwd: Perl Newbie : Need Assistance]
by Pako Ikgopoleng 11 May '07

11 May '07

Customer Front-End Am trying to customize the customer login screen such that it reflects the colour combination of our organization and has our slogans but I dont know where to look. I've successfully installed OTRS-v2.1.7 on Fedora Core 6 and running smoothly under a virtual host. All that I need to do is make lood better and more catching. Someone please point me in the right direction. Regards Pako Ikgopoleng Oracle & Java Solutions Developer Informatix Industry Services

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