September 2002 - otrs - OTRS mailing lists

AW: [otrs] Special characters in the subject
by Ralph Müller 25 Sep '02

25 Sep '02

Hello, I did already open a ticket in the demo system. But the error does not appear there. I think, it is because of the status of the ticket. The ticket in trouble is set to the status 'waiting_for_customer' and if the customer replies to the appropriate mail, than a new ticket is open (but only if there are special characters in the subject). Tschoe Ralph -----Ursprüngliche Nachricht----- Von: Stefan Wintermeyer [mailto:stefan@wintermeyer.de] Gesendet: Dienstag, 24. September 2002 12:17 An: otrs(a)otrs.org Betreff: Re: [otrs] Special characters in the subject Hi Ralph, On Tue, Sep 24, Ralph Müller wrote: > attached you will find the 3 messages. File 545.txt is the answer from > an agent to a new ticket. File 546.txt is the reply from the customer > to this answer and file 547.txt is the auto-reply for the new ticket. Sorry to be so stiff-necked, but could you please do it with the demo OTRS system and than open a bug in buzgzilla (adding the trouble ticket number of the ticket). That would make the debugging so much easier for us. Thank you! take care Stefan Wintermeyer -- Stefan Wintermeyer OK, folks, show's over. Nothing to see here. Show's O My God! A horrible plane crash! Hey, everybody, get a load of this: flaming wreckage! Crowd around... (Chief Clancy Wiggum) "The Simpsons" _______________________________________________ OpenTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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AW: [otrs] Special characters in the subject
by Ralph Müller 24 Sep '02

24 Sep '02

Hello, attached you will find the 3 messages. File 545.txt is the answer from an agent to a new ticket. File 546.txt is the reply from the customer to this answer and file 547.txt is the auto-reply for the new ticket. Tschoe Ralph -----Ursprüngliche Nachricht----- Von: Sebastian Wormser [mailto:sibbi@sibbi.org] Gesendet: Dienstag, 24. September 2002 10:45 An: otrs(a)otrs.org Betreff: Re: [otrs] Special characters in the subject Hi Ralph, Zitat von Ralph Müller <ralph.mueller(a)forcont.de>: > But now I experienced a problem with special characters > (Umlauten) in the subject. If a customer uses such characters > in the subject field and than he/she answers to an reply, the > answers is not attached to the existing case, a new case is > opened instead. > Any hints? Can you provide the subject lines of those Tickets/Articles? Is the Ticket-Number still present in the reply? > Ralph cu, Sibbi -- You can observe a lot by just watching. _______________________________________________ OpenTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Special characters in the subject
by Ralph Müller 24 Sep '02

24 Sep '02

Hello, thanks for the information how to add customer related infos to a ticket. It works fine! But now I experienced a problem with special characters (Umlauten) in the subject. If a customer uses such characters in the subject field and than he/she answers to an reply, the answers is not attached to the existing case, a new case is opened instead. Any hints? By Ralph -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Montag, 23. September 2002 16:33 An: otrs(a)otrs.org Betreff: Re: [otrs] Customer ID and name Hi Ralph, On Mon, Sep 23, 2002 at 03:17:41PM +0200, Ralph M?ller wrote: > exactly that information I was searching for. Now things became clearer to > me. > By the way, would it be possible to use the X-OTRS Headers to pass arbitrary > customer related data to the system, for example phone-number and so on. If > yes, what is to do to see these information in the ticket-view? You can do this with "X-OTRS-TicketKey", "X-OTRS-TicketValue", "X-OTRS-ArticleKey" and "X-OTRS-ArticleValue". X-OTRS-Ticket -=> Tags to a ticket. Maybe contract id, contract name, product name, product-code, ... X-OTRS-Article -=> Tags to an article. Maybe infos about the sender, used mail agent, ... How? -=> http://lists.otrs.org/pipermail/otrs/2002-September/000261.html Of course you have to write your own procmail rules to generate your X-OTRS-TicketKey1 and X-OTRS-TicketValue1 headers. And your own cmd programs to do some lookups in an external database. IMO I would use an html link for customer infos like phone-number, fax-number, address... I mean, set just the CustomerID (via procmail, external lookup and X-OTRS-CustomerNo) and add an html link (Kernel/Output/HTML/Standard/TicketView.dtl and Kernel/Output/HTML/Standard/TicketZoom.dtl) to an external html-customer-db frontend. So you have always the current address of your customer. > By > Ralph Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972 _______________________________________________ OpenTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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AW: [otrs] Is X-OTRS-TicketKey working?
by Marc Scheuffler 23 Sep '02

23 Sep '02

Thanks for the fast reply. Ups. Of course thanks to the others.... sorry. The Bug #30 seems to be OK now. I ve updated to the latest CVS files. The header is correctly written into the mail (see below) but I can't find the entry in the database (otrs.ticket or otrs.article) Sorry but I am a newbie in perl. Header of mail: >From mscheuffler(a)maxupport.de Mon Sep 23 17:45:11 2002 Return-Path: <mscheuffler(a)maxupport.de> Received: from localhost (localhost [127.0.0.1]) by xxx (8.12.3/8.12.3/SuSE Linux 0.6) with ESMTP id g8NFjAfE029072 for <otrs@localhost>; Mon, 23 Sep 2002 17:45:11 +0200 Received: from 172.0.0.1 [172.0.0.1] by localhost with POP3 (fetchmail-5.9.0) for otrs@localhost (single-drop); Mon, 23 Sep 2002 17:45:11 +0200 (CEST) content-class: urn:content-classes:message MIME-Version: 1.0 Content-Type: text/plain; charset="us-ascii" Subject: 5555 Date: Mon, 23 Sep 2002 17:40:43 +0200 Thread-Topic: 5555 Thread-Index: AcJjFpRuDYpaiD2bQcaVnYCA5XWRyw== From: "Marc Scheuffler" <mscheuffler(a)maxupport.de> To: <infogrames(a)maxupport.de> Content-Transfer-Encoding: 8bit X-MIME-Autoconverted: from quoted-printable to 8bit by xxx id g8NFjAfE029072 X-Spam-Status: No, hits=0.6 required=5.0 tests=SPAM_PHRASE_00_01 version=2.41 X-Spam-Level: X-OTRS-TicketKey1: 5555 Part of .procmailrc: SUBJECT=`formail -xSubject:` :0 fhw : * TO:.*infogrames@maxupport.de | formail -I "X-OTRS-TicketKey1: $SUBJECT" -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Montag, 23. September 2002 16:11 An: otrs(a)otrs.org Betreff: Re: [otrs] Is X-OTRS-TicketKey working? Hi Marc, On Mon, Sep 23, 2002 at 02:57:13PM +0200, Marc Scheuffler wrote: > I ve read in the DOC that it is possible to Create "X-OTRS-TicketKey" > The X-Header has been set but OTRS doesn't put the Key into to > Database. > > Is it implemented yet? It's implemented (X-OTRS-TicketKey1 and X-OTRS-TicketKey2). But just to write it into the database. Not to show it. Update the following from CVS (if you use BETA7) (http://otrs.org/cgi-bin/cvsweb.cgi/otrs/) Kernel/Output/HTML/Standard/TicketView.dtl Kernel/Output/HTML/Standard/TicketZoom.dtl Kernel/Output/HTML/Standard/TicketZoomNote.dtl Kernel/Output/HTML/Standard/TicketZoomSystem.dtl Kernel/Modules/AgentQueueView.pm Kernel/Modules/AgentZoom.pm and you have the possibility to remove the '#' in the .dtl files to show the TicketKeys and TicketValues (~ line 85). Example: If you pipe this through the PostMaster.pl and remove the '#' (~ line 85) in the Kernel/Output/HTML/Standard/TicketView.dtl for TicketFreeKey1 and TicketFreeValue1, then you will see this stuff. [...] From: root@localhost To: otrs@localhost Subject: Test msg X-OTRS-TicketKey1: animal X-OTRS-TicketValue1: dog X-OTRS-ArticleKey1: sport X-OTRS-ArticleValue1: football Blah blah CU TicketKey1 && TicketValue1 [...] > BTW: Fucking cool tool! Thanks Martin. Not me alone. Stefan and Sibbi! :) And all the people who help us! Thanks! > Marc PS: Is http://bugs.otrs.org/show_bug.cgi?id=30 working now? Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ OpenTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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AW: [otrs] Customer ID and name
by Ralph Müller 23 Sep '02

23 Sep '02

Hello Martin, Hello Stefan, exactly that information I was searching for. Now things became clearer to me. By the way, would it be possible to use the X-OTRS Headers to pass arbitrary customer related data to the system, for example phone-number and so on. If yes, what is to do to see these information in the ticket-view? Thanks again for the excellent tool and the promt answers! By Ralph -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Montag, 23. September 2002 13:42 An: otrs(a)otrs.org Betreff: Re: [otrs] Customer ID and name On Mon, Sep 23, 2002 at 11:30:38AM +0200, Stefan ich brauche was zum trinken Wintermeyer wrote: > I think it makes sense to give you a very rough introduction in > procmail. Procmail is some sort of filter which is automaticly used by > your Mail Transfer Agend (MTA e.g. sendmail). So anytime an e-mail > arrives at the MTA it looks in the homedirectory of a user (e.g. the > otrs user) and in case it has a valid .procmailrc it pipes the e-mail > through this filter. And the filter can than say "let's pipe this e-mail > to the otrs system or let's delete it", depending on the rules. > > In case you are not familiar with procmail. Have a look at "man > procmail", "man procmailex" or google. > > [for all those gurus]: It is just a simplified way of describing it. Thanks Stefan! :) I'll describe how procmail and OTRS works together. Procmail is modifying the email by a matching role. In our case procmail appends an X-Header to the email. In our CustomerID example (which are two procmail rols) procmail appends an X-OTRS-CustomerNo to the email. [...] ## START OF OUR EXAMPLE # -- # find FROM and add domain to X-OTRS-CustomerNo # -- :0hc FROM=| formail -X "From:"|perl -e '$i=<STDIN>; $i=~s/^From: //;$i=~s/$.*?$//;$i=~s/<(.*?)>/$1/;$i=~s/ //g;$i=~s/.*(a)(.*)/$1/;print $i' :0 fhw : | formail -I "X-OTRS-CustomerNo: $FROM" ## END OF OUR EXAMPLE [...] After this role the email will be piped through the PostMaster.pl. The PostMaster.pl is scanning this email (specifically the X-OTRS-Headers) and puts the value of X-OTRS-CustomerNo into the CustomerID of the ticket. A second example (simpler). The next procmail role is matching all emails where in the To: or Cc: is an email with *(a)example.com (e. g. support(a)example.com) and appends an "X-OTRS-Queue: example" header. [...] # -- # Examples for queue presorting. # -- :0 fhw : * TO:.*@example.com | formail -I "X-OTRS-Queue: example" [...] After this role the email will be piped through the PostMaster.pl. The PostMaster.pl is scanning this email (specifically the X-OTRS-Headers) and puts the email into the example queue. -=> Of course you have to lern the procmail syntax (man procmailex), but if you got this, you will be able to do "all kind" of sorting, matching, modifying ... with emails. PS: There are more X-OTRS-Header for use, e. g. X-OTRS-Priority and X-OTRS-State (more doc/X-OTRS-Headers.txt). Is it clear to you? Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 1:06pm up 9 days, 5:43, 3 users, load average: 0.06, 0.03, 0.00 _______________________________________________ OpenTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Is X-OTRS-TicketKey working?
by Marc Scheuffler 23 Sep '02

23 Sep '02

Hi, I ve read in the DOC that it is possible to Create "X-OTRS-TicketKey" The X-Header has been set but OTRS doesn't put the Key into to Database. Is it implemented yet? BTW: Fucking cool tool! Thanks Martin. Marc

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AW: [otrs] Customer ID and name
by Ralph Müller 23 Sep '02

23 Sep '02

Hello Martin, thanks for your answer. I am not that used with configuring all the mail stuff, so could you shortly explain, how mails are processed by otrs and how procmail is involved? What do I have to configure, so that procmail is used? Thanks in advance for your effort! By Ralph -----Ursprüngliche Nachricht----- Von: Martin Edenhofer [mailto:martin@edenhofer.de] Gesendet: Freitag, 20. September 2002 16:07 An: otrs(a)otrs.org Betreff: Re: [otrs] Customer ID and name Hi Ralph, On Fri, Sep 20, 2002 at 01:51:52PM +0200, Ralph M?ller wrote: > since a while I am playing around with otrs, and I have to say it is really > hot stuff! Nice! :)) Thanks! > Now I have a question concerning the customer ID. Is it possible to assign > the customer ID automaticaly, for instance according the domain-part of the > sender address (when a new mail arrives and opens a new ticket)? And is it > possible to assing a customer-name to a customer ID? This would make it > easier to search cases from a particular customer. Yes, you can do. At first, the design of OTRS is to use an external customer db. Normally there is (in the most cases) an existing customer db. How can you assign a customer ID automaticaly with domain: ========================================================== You can do this with procmail. Add the follwing after "Remove all X-OTRS". [~otrs/.procmailrc] # -- # Remove all X-OTRS Header (allow this only for trusted email) # e. g. from *(a)example.com # -- :0 fhw : * !^X-OTRS-Ident: ahfiw2Fw32r230dddl2foeo3r | grep -vi '^X-OTRS-' ## START OF OUR EXAMPLE # -- # find FROM and add domain to X-OTRS-CustomerNo # -- :0hc FROM=| formail -X "From:"|perl -e '$i=<STDIN>; $i=~s/^From: //;$i=~s/$.*?$//;$i=~s/<(.*?)>/$1/;$i=~s/ //g;$i=~s/.*(a)(.*)/$1/;print $i' :0 fhw : | formail -I "X-OTRS-CustomerNo: $FROM" ## END OF OUR EXAMPLE [...] Note: If the shell of the otrs user is /bin/false (default) you have to add on the top of the procmailrc "SHELL=/bin/bash": [...] SYS_HOME=$HOME SHELL=/bin/bash PATH=/bin:/usr/bin:/usr/local/bin MONTHFOLDER=`date +%Y-%m` [...] This is just an example. You also can call an CMD program (not this perl -e stuff) which do lookups in your own customer db. You also can do queue filtering with procmail (http://otrs.org/pages/index.pl?Action=Ext&Site=Docu/xheader_otrs_queue.html ). How can you link your customer db with otrs: ============================================ If your customer db has a web frontend. So add an html link in the dtl templates e. g. Kernel/Output/HTML/Standard/TicketView.dtl -> "<a href="http://yourdb/customer.php?CustomerID=$Data{"CustomerID"}">$Data{"Cust omerID"}</a>" Click on this link and the customer data will be shown. If you don't have a web frontend. Write a little CMD program like "show_customer.sh" or "show_customer.pl" with an argument as customer id. Add to the dtl where the customer data should be the following: [...] <table> <tr> <td> Customer Info: </td> <td> <dtl system-call $Data{"CustomerInfo"} = "show_customer.sh $Data{"CustomerID"}"> $Data{"CustomerInfo"} </td> </tr> </table> [...] And the output of the CMD program is shown there. > An other wish is a reminder time/date. It would be nice, if I could give a > ticket the status 'waiting_for_reminder' together with a response deadline, > after which the ticket would come up again. This would be helpful if one > have sent an answer to a customer, but the customer does not response. After > the reminder has expired, one can contact the customer again or close the > case. This is planed for 0.5 Beta9. :) > Thanks again for your great work! > By > Ralph Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ OpenTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Cannot change otrs password
by Edwin D. Viñas 23 Sep '02

23 Sep '02

Mabuhay! I can add a user in my otrs by using the Admin:User adder. But when i changes the root@lovalhost admin user with a new one, i couldn't login when i try to use the new admin username & password. I've repeated this several times now, but i think its not a typographical error. Why is it? Salamat Po! -Edwin ------------------------------------------------------------------------------------------------------------------ The essential thing is not the triumph but the struggle; The important thing is not to have conquered but to have fought well. Edwin D. Viñas http://www.geocities.com/edwin_vinas Science Research Specialist II Philippine Research Education and Government Information Network ------------------------------------------------------------------------------------------------------------------

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Re: [otrs] email still do not show up in the otrs system
by bert preiss 21 Sep '02

21 Sep '02

Hi Martin, I installed all the necessary perl modules for youŽve told me: MIME-Base64-2.12 MIME-Lite-2.117 MIME-tools-5.411 MailTools-1.50 and in addition since the Stringy.pm was missing - IO-stringy-2.108 all tests went okay - we use Pel-5.6.1 but I still got the same error message when trying to pipe an email through do you know what the problem can be please help thank you and a good weekend bert Martin Edenhofer <martin(a)edenhofer.de> wrote .. > Hi Bert, > > On Fri, Sep 20, 2002 at 11:01:45AM +0200, bert preiss wrote: > > > thanks for your answer. > > I checked the Postmaster.pl, piping an email through and there was an > error > > message: > > "CanŽt locate object method "new" via package "MIME::Parser" (perhaps > you > > forgot to load > > "MIME::Parser"?) at /opt/OpenTRS/bin/..//Kernel/System/EmailParser.pm > line > > 107, <STDIN> line 30." > > and the email did not show up in the system. > > > > I guess thatŽs a perl problem, and since IŽm not a perl expert yet, could > > you please help. > > Exact! :) MIME::Parser is a perl module fom CPAN. OTRS is using this kind > of > modules for the email parsing. > > Install perl-MIME-Base64, perl-MailTools, perl-MIME-Lite and perl-MIME-tools > RPMs packages from your distribution (serie perl) and the PostMaster.pl > should work. > > > thank you very much > > nice day:-) > > You too. :) > > > bert > > Martin > > -- > Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ > -- > nohl: 11:15am up 6 days, 3:52, 5 users, load average: 0.07, 0.03, 0.00 > _______________________________________________ > OpenTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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Customer ID and name
by Ralph Müller 20 Sep '02

20 Sep '02

Hello, since a while I am playing around with otrs, and I have to say it is really hot stuff! Now I have a question concerning the customer ID. Is it possible to assign the customer ID automaticaly, for instance according the domain-part of the sender address (when a new mail arrives and opens a new ticket)? And is it possible to assing a customer-name to a customer ID? This would make it easier to search cases from a particular customer. An other wish is a reminder time/date. It would be nice, if I could give a ticket the status 'waiting_for_reminder' together with a response deadline, after which the ticket would come up again. This would be helpful if one have sent an answer to a customer, but the customer does not response. After the reminder has expired, one can contact the customer again or close the case. Thanks again for your great work! By Ralph

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