This concerns OTRS 1.3.2 (running on a provider's system) but it appears to be much the same with a 2.2 installation I have here locally. I'm trying to create a ticket by submitting a form prefilled with values. The goal is to pre-fill the To: and Cc: fields from a local customer database. I copied and minimized the form from Email Ticket, and it looks like the following. However, whenever I submit it I get Message: Need TicketID! Traceback (18383): Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1131 Module: Kernel::Modules::AgentEmail::Run (v1.34.2.2) Line: 597 ...etc However, the stock form supplies an empty TicketID as well. The purpose is to create a ticket. What am I doing wrong here? <form action="https://tickets.svcolo.com/otrs/index.pl" method="get" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="AgentEmail"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="Dest" value="105||SVcolo"> <input type="hidden" name="To" value="(*customer e-mail*)"> <input type="hidden" name="Cc" value="(*customer backup*)"> <input type="hidden" name="Bcc" value="support-staff@svcolo.com"> <input type="hidden" name="FormID" value="1194316011.9677080.31251047"> <input type="hidden" name="ExpandCustomerName" value="0"> <input type="hidden" name="AllUsers" value="0"> <input type="hidden" name="PreSelectedCustomerUser" value=""> <input type="hidden" name="SelectedCustomerUser" value=""> <input type="hidden" name="PriorityID" value=""> <input type="hidden" name="CustomerID" value=""> <input type="hidden" name="TicketID" value=""> <b>Subject:</b> <input type="text" name="Subject" value="" size="70"><br /> <textarea name="Body" rows="15" cols="72" wrap="hard"> </textarea><br /> <b>Time units (work units):</b> <input type="text" name="TimeUnits" value="" size="4"><br /> <input class="button" type="submit" value="Send mail!"> </form> -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550
Hi Jo, try to change the following hidden field:
<input type="hidden" name="ExpandCustomerName" value="2">
Is it working now? ;) Greetings, -Martin On Nov 7, 2007, at 7:28 PM, Jo Rhett wrote:
This concerns OTRS 1.3.2 (running on a provider's system) but it appears to be much the same with a 2.2 installation I have here locally.
I'm trying to create a ticket by submitting a form prefilled with values. The goal is to pre-fill the To: and Cc: fields from a local customer database. I copied and minimized the form from Email Ticket, and it looks like the following. However, whenever I submit it I get
Message: Need TicketID! Traceback (18383): Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1131 Module: Kernel::Modules::AgentEmail::Run (v1.34.2.2) Line: 597 ...etc
However, the stock form supplies an empty TicketID as well. The purpose is to create a ticket. What am I doing wrong here?
<form action="https://tickets.svcolo.com/otrs/index.pl" method="get" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="AgentEmail"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="Dest" value="105||SVcolo"> <input type="hidden" name="To" value="(*customer e-mail*)"> <input type="hidden" name="Cc" value="(*customer backup*)"> <input type="hidden" name="Bcc" value="support-staff@svcolo.com"> <input type="hidden" name="FormID" value="1194316011.9677080.31251047"> <input type="hidden" name="ExpandCustomerName" value="0"> <input type="hidden" name="AllUsers" value="0"> <input type="hidden" name="PreSelectedCustomerUser" value=""> <input type="hidden" name="SelectedCustomerUser" value=""> <input type="hidden" name="PriorityID" value=""> <input type="hidden" name="CustomerID" value=""> <input type="hidden" name="TicketID" value="">
<b>Subject:</b> <input type="text" name="Subject" value="" size="70"><br /> <textarea name="Body" rows="15" cols="72" wrap="hard"> </textarea><br />
<b>Time units (work units):</b> <input type="text" name="TimeUnits" value="" size="4"><br /> <input class="button" type="submit" value="Send mail!"> </form>
-- Jo Rhett senior geek
Silicon Valley Colocation Support Phone: 408-400-0550
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Works, thanks! What does 0 and 2 mean in this context? Anything else I need to know? On Nov 7, 2007, at 11:27 AM, Martin Edenhofer wrote:
Hi Jo,
try to change the following hidden field:
<input type="hidden" name="ExpandCustomerName" value="2">
Is it working now? ;)
Greetings,
-Martin
On Nov 7, 2007, at 7:28 PM, Jo Rhett wrote:
This concerns OTRS 1.3.2 (running on a provider's system) but it appears to be much the same with a 2.2 installation I have here locally.
I'm trying to create a ticket by submitting a form prefilled with values. The goal is to pre-fill the To: and Cc: fields from a local customer database. I copied and minimized the form from Email Ticket, and it looks like the following. However, whenever I submit it I get
Message: Need TicketID! Traceback (18383): Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1131 Module: Kernel::Modules::AgentEmail::Run (v1.34.2.2) Line: 597 ...etc
However, the stock form supplies an empty TicketID as well. The purpose is to create a ticket. What am I doing wrong here?
<form action="https://tickets.svcolo.com/otrs/index.pl" method="get" enctype="multipart/form-data" name="compose"> <input type="hidden" name="Action" value="AgentEmail"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="Dest" value="105||SVcolo"> <input type="hidden" name="To" value="(*customer e-mail*)"> <input type="hidden" name="Cc" value="(*customer backup*)"> <input type="hidden" name="Bcc" value="support-staff@svcolo.com"> <input type="hidden" name="FormID" value="1194316011.9677080.31251047"> <input type="hidden" name="ExpandCustomerName" value="0"> <input type="hidden" name="AllUsers" value="0"> <input type="hidden" name="PreSelectedCustomerUser" value=""> <input type="hidden" name="SelectedCustomerUser" value=""> <input type="hidden" name="PriorityID" value=""> <input type="hidden" name="CustomerID" value=""> <input type="hidden" name="TicketID" value="">
<b>Subject:</b> <input type="text" name="Subject" value="" size="70"><br /> <textarea name="Body" rows="15" cols="72" wrap="hard"> </textarea><br />
<b>Time units (work units):</b> <input type="text" name="TimeUnits" value="" size="4"><br /> <input class="button" type="submit" value="Send mail!"> </form>
-- Jo Rhett senior geek
Silicon Valley Colocation Support Phone: 408-400-0550
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-- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550
Hi Jo, On Nov 7, 2007, at 9:20 PM, Jo Rhett wrote:
Works, thanks! What does 0 and 2 mean in this context?
It only means, that the request should not create a ticket. It means, stop processing the ticket creation and force to show the phone/email mask again (with pre-filled attributes).
Anything else I need to know?
No. :) -Martin -- ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Address of record: Bad Homburg Local Court: Bad Homburg, HRB 10751 Tax number: 003/240/97521 Chairman: Burchard Steinbild Chief Executive Officer: André Mindermann
On Nov 7, 2007, at 1:14 PM, Martin Edenhofer wrote:
On Nov 7, 2007, at 9:20 PM, Jo Rhett wrote:
Works, thanks! What does 0 and 2 mean in this context?
It only means, that the request should not create a ticket. It means, stop processing the ticket creation and force to show the phone/email mask again (with pre-filled attributes).
I observed that behavior, and it works perfectly for us. What if I really wanted it to create a ticket, is there a way to do that? (without prompting the user...) -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550
Hi Jo, On Nov 8, 2007, at 3:32 AM, Jo Rhett wrote:
Works, thanks! What does 0 and 2 mean in this context?
It only means, that the request should not create a ticket. It means, stop processing the ticket creation and force to show the phone/email mask again (with pre-filled attributes).
I observed that behavior, and it works perfectly for us.
What if I really wanted it to create a ticket, is there a way to do that? (without prompting the user...)
For a direct ticket creation you need to add more http-from attributes. The easiest way to find this out is to temporally move from "post" to "get" method in the AgentTicketEmail.dtl and submit something on the frontend. Then you will see all attributes (for example i guess StateID, PrirorityID, ... is missing). Have fun! :) -Martin -- ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Address of record: Bad Homburg Local Court: Bad Homburg, HRB 10751 Tax number: 003/240/97521 Chairman: Burchard Steinbild Chief Executive Officer: André Mindermann
On Nov 8, 2007, at 3:32 AM, Jo Rhett wrote:
What if I really wanted it to create a ticket, is there a way to do that? (without prompting the user...)
On Nov 8, 2007, at 2:21 AM, Martin Edenhofer wrote:
For a direct ticket creation you need to add more http-from attributes. The easiest way to find this out is to temporally move from "post" to "get" method in the AgentTicketEmail.dtl and submit something on the frontend. Then you will see all attributes (for example i guess StateID, PrirorityID, ... is missing).
I had tried this originally, using all of the supplied input and was getting the error I mentioned above (need TicketID). I had actually used View Source and copied all of the form, etc. FYI: I found another problem. I am submitting multiple CC fields, but only one is being put into the CC line of the displayed page. Is there any way to submit multiple discrete entities? Building the CC line into a single form field would be challenging at best. -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550
Hi Jo, On Nov 13, 2007, at 6:50 PM, Jo Rhett wrote:
For a direct ticket creation you need to add more http-from attributes. The easiest way to find this out is to temporally move from "post" to "get" method in the AgentTicketEmail.dtl and submit something on the frontend. Then you will see all attributes (for example i guess StateID, PrirorityID, ... is missing).
I had tried this originally, using all of the supplied input and was getting the error I mentioned above (need TicketID). I had actually used View Source and copied all of the form, etc.
FYI: I found another problem. I am submitting multiple CC fields, but only one is being put into the CC line of the displayed page. Is there any way to submit multiple discrete entities? Building the CC line into a single form field would be challenging at best.
Just us the Cc param as "some1@example.com, some2@example.com" and not with multible Cc params.
- Jo Rhett senior geek
-Martin -- ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Address of record: Bad Homburg Local Court: Bad Homburg, HRB 10751 Tax number: 003/240/97505 Chairman: Burchard Steinbild Chief Executive Officer: André Mindermann
On Nov 19, 2007, at 3:49 AM, Martin Edenhofer wrote:
FYI: I found another problem. I am submitting multiple CC fields, but only one is being put into the CC line of the displayed page. Is there any way to submit multiple discrete entities? Building the CC line into a single form field would be challenging at best.
Just us the Cc param as "some1@example.com, some2@example.com" and not with multible Cc params.
That's exactly what I said above would be *very* difficult. Is there any other possibility? -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550
participants (2)
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Jo Rhett -
Martin Edenhofer