May 2007 - dev - OTRS mailing lists

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

11 May '07

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 <me(a)otrs.com> >> Sent: May 11, 2007 9:00 AM >> To: Chris <croffler(a)earthlink.net> >> 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!

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

11 May '07

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!

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Autofill "Time unit" field
by Chef Tony 11 May '07

11 May '07

Hi I have to autofill the "Time unit" field in the "Close ticket" webpage. Can someone explain me how modify to obtain this behaviour? thanks

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HTTPBasicAuth and CustomerMessage
by Chris Roffler 08 May '07

08 May '07

I have OTRS implemented with HTTPBasicAuth via CAS. I have other applications that are CASyfied from which I would like to be able to call directly the ticket creation screen ( http:://server/otrs/customer.pl?Action=CustomerMessage.pl&error_id=20000) and populate the screen with the error_id When I call this URL from my other programs, the first time I get the customer screen and not the CustomerMessage. However the following calls to this URL are successful. Is there a way to implement this ? Chris

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Agent name in From field
by Simon Boulet 02 May '07

02 May '07

Hi, Attached is a patch against OTRS 2.2 BETA 2 (latest from CVS) that adds a new option. ComposeFromAgentName (Ticket::Frontend::ComposeFromAgentName) allows replacing the address "realname", specified under "Email Addresses" in the Admin interface, by then Agent name in the "From" field when answering tickets. Basically, if you have an address configured like this in OTRS, and assigned to some queue: Name: support(a)some-company.com Realname: Tech Support Usually when your agents answer some ticket the "From" field in the email message will look like: Tech Support <support(a)some-company.com> With this patch, when ComposeFromAgentName is set, the above is changed to: John Doe <support(a)some-company.com> Where John Doe is the name of the agent who answered the ticket. Hopefully this will be useful to other peoples as well Regards, Simon

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Agent name in From field
by Simon Boulet 01 May '07

01 May '07

Hi, Attached is a patch against OTRS 2.2 BETA 2 (latest from CVS) that adds a new option. ComposeFromAgentName (Ticket::Frontend::ComposeFromAgentName) allows replacing the address "realname", specified under "Email Addresses" in the Admin interface, by then Agent name in the "From" field when answering tickets. Basically, if you have an address configured like this in OTRS, and assigned to some queue: Name: support(a)some-company.com Realname: Tech Support Usually when your agents answer some ticket the "From" field in the email message will look like: Tech Support <support(a)some-company.com> With this patch, when ComposeFromAgentName is set, the above is changed to: John Doe <support(a)some-company.com> Where John Doe is the name of the agent who answered the ticket. Hopefully this will be useful to other peoples as well Regards, Simon

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