March 2008 - 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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Re: [otrs] code to fix ’ and other codes when sending e-mail?
by Jo Rhett 03 May '08

03 May '08

So it's fairly common for people to cut/paste text into their ticket. Unfortunately, many common things are converted to HTML codes when sent. The most common is an apostrophe being converted to ’ (right-tick apostrophe) Obviously this is not very useful when sending plain text e-mail. Is there already an appropriate place to fix e-mail when sending, where replacements like this can be done? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness

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workflow in PendingJobs.pl
by Felix J. Ogris 03 Apr '08

03 Apr '08

Hi, wouldn't it be more useful if PendingJobs.pl reminds about pending tickets first? So agents would receive an email if a ticket has reached pending time. Afterwards the state of that ticket could be set to "open" or whatever. Applying this is quite simple. Just put everything below "# do ticket auto jobs" (except the final exit) after the copyright notice. Regards, Felix

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Forcing the replacement of files in .sopm packages
by Eduardo Raffoul 01 Apr '08

01 Apr '08

Hello everyone, I'm currently trying to build a .opm package that has some otrs files but modified. This is my *.opm package should have a newer version of Kernel/System/Ticket.pm, but when i build the package and try to install it, OTRS gaves me an error because there is another package that already uses that file. I've been checking the source of Kernel/Modules/Installer.pm and i have seen that there's an Force option, but i still have no idea on how this parameter is suposed to be passed to the function. Any ideas suggest??? Thanks a lot

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Reposting in hope of feedback
by Pulver, Steve 01 Apr '08

01 Apr '08

From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Pulver, Steve Sent: Friday, March 21, 2008 4:09 PM To: otrs(a)otrs.org Subject: [otrs] OTRS Backup for Windows Can anyone comment on the following? We were trying to run the backup script (OTRS is installed on a Windows box) and had to make the following changes to get it to work properly. We changed the process for directory change as noted below. Is there another way we should be getting backups to run? Will this cause issues for us in the future? Thanks in advance. Steve From: Fisher, Michael Sent: Thursday, March 20, 2008 5:26 PM To: Clary, Steve; Pulver, Steve Subject: OTRS Backup Changes Steve, Steve-- I changed the backup script from doing the directory change in the subshell (system) process to directly from perl, and this helped, because Perl can interpret the hybrid DOS/UNIX-style paths (i.e. "C:/OTRS/otrs") better than the DOS shell can: C:\OTRS>cd c:/otrs/otrs The system cannot find the path specified. This corrected the failure we had--there might be a cleaner way to put it into the script, but I was just moving quickly. --- backup.pl.orig 2008-03-20 17:16:07.716496300 -0400 +++ backup.pl 2008-03-20 17:15:15.795618200 -0400 @@ -182,7 +183,8 @@ # backup Kernel/Config.pm print "Backup $Directory/Config.tar.gz ... "; -if (!system("cd $Home && tar -czf $Directory/Config.tar.gz Kernel/Config.pm Kernel/Config/Files/ZZZA*.pm Kernel/Config/GenericAgen*.pm")) { +chdir($Home); +if (!system("tar -czf $Directory/Config.tar.gz Kernel/Config.pm Kernel/Config/Files/ZZZA*.pm Kernel/Config/GenericAgen*.pm")) { print "done\n"; } else { @@ -192,7 +194,8 @@ # backup application if ($FullBackup) { print "Backup $Directory/Application.tar.gz ... "; - if (!system("cd $Home && tar -czf $Directory/Application.tar.gz ")) { + chdir($Home); + if (!system("tar -czf $Directory/Application.tar.gz ")) { print "done\n"; } else { -- Mike Fisher Michael_Fisher(a)urmc.rochester.edu 585-275-6884 University of Rochester School of Nursing _______________________________________________ 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/

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POP3 Port & SSL
by Pako Ikgopoleng 27 Mar '08

27 Mar '08

I am having trouble finding where to change the POP3 default port the one used by our exchange 07 server, I also need to enable SSL please point me in the right direction. Thanks.

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queue name parsing in QueueLookup()
by Felix J. Ogris 26 Mar '08

26 Mar '08

Hi, I use QueueLookup(Queue => $MyNewQueueName) to check whether a queue already exists. If it does not exist yet, then I call QueueAdd(). But QueueAdd() modifies $Param{Name} and removes trailing white space. So I'd suggest that QueueLookup() behaves in the same way, eg. adding the following lines right after the "check needed stuff" block: if ($Param{Queue}) { $Param{Queue} =~ s/(\n|\r)//g; $Param{Queue} =~ s/\s$//g; } Regards, Felix

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OTRS::CiCS 1.1.7 - OTRS-extension package for download
by Torsten Thau 26 Mar '08

26 Mar '08

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, since there's still no addons.otrs.org :( I think it's a good idea to announce the public release for an OTRS-extension here. We call it "OTRS::Customer Information an Communication System" (in short "OTRS:CiCS"). It offers some extensions and specializations to the common OTRS: NEW FUNCTIONS: * writable LDAP CustomerBackend * copy function for customer user entries: - useful if you add contact from a already known company - UserID/UserLogin is not copied (should be unique) * FAQ-Workflow: - create FAQ-articles from articles - the new faq-article is put in category "FAQ-Editorial" - group faq_editors gets informed (ticket) about this new faq-article - group faq_editors reviews, edits, categorizes and publishes the new faq-article * module CustomerHistory: - search customer and list recent tickets as known from new ticket function * new ticket functions: o document links - attach documents in a web accessible file share to the ticket, this avoids attaching the same file in various articles - no files are attached but links ! o person links: - involve other persons (customer users) to a ticket - helpful if one needs to contact more than one person in a ticket o note scratch pad in ticket: - any agent can leave comments on a ticket without attaching an article (and without being the owner) o mark article as To-Do: - articles within a ticket can be marked as "ToDo" - this flag is personalized o article print: - print only the selected article, not the entire ticket o article forward with customer search: - added the customer user search as known from email-ticket to article forward o note forward: - notes may also be forwarded IMPROVED LAYOUT: * improved CustomerData presentation * foldable queue view * foldable article views in tickets * themes VerticalNavBar1 and VerticalNavBar2 You'll find this on our web site: http://www.cape-it.de (via news oder directly in the download area) After the installation you'll find two new files in <OTRS-HOME>: CHANGES_CiCS and CONFIGURE_CiCS which should be read in order to use all extensions. Please send any suggestions for improvement or bug reports to support(at)cape-it.de or to the otrs-dev-mailinglist. We appreciate any feedback regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT GmbH - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 company pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de AG Chemnitz - HRB 23192 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFH6hbmvXo8m5PgoXQRApa2AJ0RCM62Q3In8doobNO9KvCV/DhCogCfar6y EibOihpkWwDm3hlZp/jpO0s= =wfdz -----END PGP SIGNATURE-----

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Notification QUestion
by Julien CHAMPSEIX 25 Mar '08

25 Mar '08

Hi, I'm notified when I have a new ticket in a queue but it's always using the default address system. I would be notified by different address following the Queue. For example: I have 3 queue: File Hard::1 File Hard::2 File Hard::3 I would for each Ticket created in File Hard::1, each notification will be send with the sender <mailto:toto@toto.com> toto(a)toto.com I would for each Ticket created in File Hard::2, each notification will be send with the sender <mailto:titi@toto.com> titi(a)toto.com I would for each Ticket created in File Hard::3, each notification will be send with the sender <mailto:tatit@toto.com> tatit(a)toto.com Which file or files should I modify in order to have those notification ? Many thx for all help! Regards, Julian.

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Re: [dev] Request for Comments: OTRS in Japanese
by IKEDA Soji 24 Mar '08

24 Mar '08

Hi. This post is a response to: http://lists.otrs.org/pipermail/dev/2007-February/001488.html At Wed Feb 21 14:01:25 2007 +0800, Tietew <tietew(a)tietew.net> wrote: > 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! > 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. This is not necessarily problematic only on Japanese language but also on the others: If outbound mails are encoded using UTF instead of legacy charset, probablly some (even ``many'' on some languages) customers cannot read them. --- Why spammers (:-|) usually send mails using legacy charset, not using UTF at all? > 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. I posted a patch to Bugzilla, based on the idea as described above: http://bugs.otrs.org/show_bug.cgi?id=2793 Some notes: - In general, internally used legacy charset (e.g. euc-jp for Japanese) can be differ from that actually encodes email message (e.g. iso-2022-jp ditto) so that we avoid from suffering with insecure charsets while determine repertoire of legacy codesets. Although, auto-conversion features are wrapped into external CPAN modules. - New language file ja.pm for Japanese is imcomplete and not proofread (there may be inappropriate terminology etc.). So I won't post this message to i18n list for now. Is this solution desirable? -- IKEDA Soji, Conversion Co., Ltd. <ikeda(a)conversion.co.jp>

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