September 2015 - dev - OTRS mailing lists

Re: [dev] Python REST API Client for OTRS
by mvs babu 25 Sep '15

25 Sep '15

Hi Michiel, The below URL provided is for SOAP, but I need a python client for REST. https://github.com/ewsterrenburg/python-otrs And it has only SessionCreate, TicketCreate, TicketUpdate, TicketSearch and TIcketGet APIs, I need customer related APIs. Thank you, Suneel Mallela From: mvs babu Sent: ‎Thursday‎, ‎September‎ ‎24‎, ‎2015 ‎11‎:‎56‎ ‎AM To: dev(a)otrs.org Hi All, I am new to OTRS dev and we are using OTRS4. Please help me where can we get python REST API client. Thank you, Suneel Mallela

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Privacy bug leads to internal notes being sent to customers. Confirmation?
by Bogdan Iosif 25 Sep '15

25 Sep '15

Hi, I use OTRS 3.3.7 but from what I saw on github the problem is also present in 4.x. Problem: When an event notification (ADMIN->Notifications (Event)) with <OTRS_AGENT_BODY[10]> in its text is fired, if the latest article added by an agent is an internal note, then the body of the generated notification email will contain the first 10 lines of the internal note. Seeing how these notifications are registered in history as SendCustomerNotification, then it's very debatable they should have access to internal notes at all. Repro steps: 1. Configure an event notification triggered when ticket state is changed, to be sent to the customer or an arbitrary email address, with article body containing <OTRS_AGENT_BODY[10]> 2. Customer posts a new ticket (state is "new") 3. Agent posts an internal note (state is not changed) 4. Customer adds an article to the ticket and changes the state from "new" to "open" => email notification is sent to customer containing lines from the internal note Is the problem correctly identified? Is there a workaround? /bogdan P.S: Here is the relevant code from v3.3.7, Kernel\System\Ticket\Event\NotificationEvent.pm, line 725: All articles are retrieved in @ArticleBoxAgent and then the latest one sent by an agent is taken in %ArticleAgent, regardless of whether or not it's an internal note. # latest customer and agent article my @ArticleBoxAgent = $Self->{TicketObject}->ArticleGet( TicketID => $Param{TicketID}, UserID => $Param{UserID}, DynamicFields => 0, ); my %ArticleAgent; for my $Article ( reverse @ArticleBoxAgent ) { next if $Article->{SenderType} ne 'agent'; %ArticleAgent = %{$Article}; last; }

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Python REST API Client for OTRS
by mvs babu 24 Sep '15

24 Sep '15

Hi All, I am new to OTRS dev and we are using OTRS4. Please help me where can we get python REST API client. Thank you, Suneel Mallela

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OTRS 4 Customer Password reset through customer preference issue
by Ali Umair 23 Sep '15

23 Sep '15

Hello All, i am trying the version 4 on CentOS 6.6. So far its everything working fine, but when any customer access to the customer portal and try to change the password the OTRS gives me an 500 Error Internal Server Error. This is the error on the log: [Mon Sep 21 23:34:58 2015] [error] [client 195.112.214.172] Can't locate object method "new" via package "Kernel::System::CustomerAuth" (perhaps you forgot to load "Kernel::System::CustomerAuth"?) at /opt/supportOTRS/bin/cgi-bin/../../Kernel/Output/HTML/PreferencesPassword.pm line 105., referer: https://support.i2cinc.com/otrs/customer.pl?Action=CustomerPreferences [Mon Sep 21 23:34:58 2015] [error] [client 195.112.214.172] Premature end of script headers: customer.pl, referer: https://support.i2cinc.com/otrs/customer.pl?Action=CustomerPreferences [Mon Sep 21 23:35:03 2015] [error] [client 195.112.214.172] Can't locate object method "new" via package "Kernel::System::CustomerAuth" (perhaps you forgot to load "Kernel::System::CustomerAuth"?) at /opt/supportOTRS/bin/cgi-bin/../../Kernel/Output/HTML/PreferencesPassword.pm line 105., referer: https://support.i2cinc.com/otrs/customer.pl?Action=CustomerPreferences [Mon Sep 21 23:35:03 2015] [error] [client 195.112.214.172] Premature end of script headers: customer.pl, referer: https://support.i2cinc.com/otrs/customer.pl?Action=CustomerPreferences [Mon Sep 21 23:35:05 2015] [error] [client 195.112.214.172] File does not exist: /opt/supportOTRS/var/httpd/htdocs/skins/Customer/default/img/login2.jpg, referer: https://support.i2cinc.com/otrs/customer.pl?Action=CustomerPreferences Error Message: Please help me to fix this problem Regards Ali Umair

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POP3S and OS X Mail Server Auth
by Soragan Ong 23 Sep '15

23 Sep '15

Hi All, I have OTRS4 and OTRS5 installed. When trying to connect to my mail server running OS X Mail server (Dovecot) with OpenDirectory, the user authentication always failed. The mail server log showing that OTRS is trying to use method PLAIN which is disabled in the server. This also happen when we tried POP3S and POP3TLS. I have verified that perl-Digest-MD5 is installed in our system. Any one having similar issues or known fix for this? Thanks Soragan

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Help, how display invalid service
by Rocco Tocci 15 Sep '15

15 Sep '15

Hi guys, I would like your help to understand how and what to change in the code to allow the display (in gray) of the services invalid if they have children valid (eg. in NewPhoneTicket). In OTRS 4.0 it is already so, but in the version that we use (3.0.10) service invalid does not appear in the list many thanks Rocco

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New module doesn't work
by Josef1 Penzkofer 14 Sep '15

14 Sep '15

Hi community, I'm testing OTRS 4.0.10 To create new tickets in a very quick way, I copied the module "AgentTicketPhone". In the menubar is a new entry called "Quick-Tickets". Klicking on this item is opening an overview about several categories. Clicking on one of these categories is opening a mask to create a new ticket. The mask contains only a DynamicField to leave a message abut the ticket. All other options are prefilled / preselected and not visible. When clicking the create-Button, nothing happens. But there is no message in the LogFiles (neither the Apache-LogFile nor the OTRS-LogFile) When using the Action "New Phone ticket", the ticket will be created. I did the same on our Productivity-Instance of OTRS (OTRS 3.2.14) and ther it still works. Here is in detail, what I did: 1.) Register the overview in SysConfig file: Schnell.xml directory: Kernel/Config/Files 2.) Modul for the Overview file: AgentQuickticket.pm directory: /Custom/Kernel/Modules 3.) Core-module for the Overview file: AgentQuickticket.pm directory: /Kernel/System 4.) Register the Mask "Creating Quickticket" file: AgentQuickticketMaske.xml directory: /Kernel/Config/Files This is a modified copy of section: <ConfigItem Name="Frontend::Module###AgentTicketPhone" Required="0" Valid="1"> <Group>Ticket</Group> <SubGroup>Frontend::Agent::ModuleRegistration</SubGroup> ... <Link>Action=AgentQuickticketMaske</Link> (see: Ticket.xml) 5.) File to configurate the mask "Creating Quick-Ticket" file: AgentQuickticketMaskeConf.xml directory: /Kernel/Config/Files This is a modified copy of the section <ConfigItem Name="Ticket::Frontend::AgentTicketPhone###Priority" Required="1" Valid="1"> <Description Translatable="1">Sets the default priority for new phone tickets in the agent interface.</Description> <Group>Ticket</Group> <SubGroup>Frontend::Agent::Ticket::ViewPhoneNew</SubGroup> ... (see: Ticket.xml) 6.) Modul for Action "AgentQuickticketMaske" file: AgentQuickticketMaske.pm directory: /Custom/Kernel/Modules This is a modified copy of "AgentTicketPhone.pm". It's calling the TemplateFile "AgentQuickticketMaske.tt". Changes: package Kernel::Modules::AgentQuickticketMaske; ... TemplateFile => 'AgentQuickticketMaske', ... # create new ticket, do db insert Here is the preselection of values for creating a ticket. 7.) TemplateFile file: AgentQuickticketMaske.tt directory: /Custom/Kernel/Output/HTML/Standard Doing this, I walk along the instructions of the developer manual, chapter: "Writing a new OTRS frontend module". Is there any step missing? Is there any idea, what's going wrong? Thans in advance. Sepp

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OTRS 5 branch created
by Martin Gruner 03 Sep '15

03 Sep '15

Hello, please note that there is now a new rel-5_0 branch for OTRS 5. master is now open again for OTRS 6 development. Best regards, Martin -- Martin Gruner Senior Developer R&D OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Grenzenlose Kommunikation mit der OTRS Business Solution™! Bereichern Sie Ihren IT Support und Kundenservice mit smarten Business Features! https://www.otrs.com/solutions/otrs-business-solution-on-premise/?lang=de/#…

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