November 2004 - otrs - OTRS mailing lists

Reject reponses to closed tickets not working
by Ben Rasmussen 24 Nov '04

24 Nov '04

Hello, I am trying to reject responses to a ticket once it is closed. I have the queue 'Follow-up Option' set to 'reject' but it is not working. I am running OTRS 1.3.2 on Debian Testing. When someone replies to a closed ticket (usually to say thanks), I get a follow-up notification and the ticket is moved back into my locked tickets. The state on the ticket still says 'closed successful' but I have to reclose it to make it go away. In the log, I get this: Wed Nov 24 12:02:08 2004 notice OTRS-PM3-10 Fetched 1 email(s) from xxx(a)xxx.com. Wed Nov 24 12:02:08 2004 notice OTRS-PM3-10 FollowUp Article to Ticket [2004112410000079] created (TicketID=33, ArticleID=184). Follow up rejected. Wed Nov 24 12:02:06 2004 notice OTRS-PM3-10 Sent agent 'FollowUp' notification to 'brasmussen(a)newsletterholdings.com'. So, as you can see in the 2nd line, it logs that the follow up was rejected, but it doesn't really reject it. What I'd like to have happen is that the user would get the message from this page: http://doc.otrs.org/1.3/en/html/auto-response-reject.html If anyone could offer any help, I would truly appreciate it. Thanks, Ben

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RE: [otrs] KQ theme not compatible with 1.3.2. ?
by Chris Salter 24 Nov '04

24 Nov '04

I'm pretty sure that I used this setting in Config.pm: $Self->{FrontendBulkFeatureJavaScriptAlert} = 0; I'm pretty sure it worked, but it's been a little while since I set it up, so I'm not really positive. Give it a shot, if it doesn't work let us know. -- Chris Salter Software Engineer ZANTAZ, Inc. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mercator GmbH Sent: November 24, 2004 6:23 AM To: otrs(a)otrs.org Subject: [otrs] KQ theme not compatible with 1.3.2. ? I found out that the KQ theme is NOT compatible to the 1.3.2 version. Is that true??? The guy who installed me the software said he had to turn it off in order to make 1.3.2. work. Any other theme that is similar and I could use with 1.3.2.?? I like the way I can delete messages! AND... another question: HOW can I stop the popup window when clicking in the box for bulk action??? I do NOT want the popup window! Thanks, Marc _______________________________________________ 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 oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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KQ theme not compatible with 1.3.2. ?
by Mercator GmbH 24 Nov '04

24 Nov '04

I found out that the KQ theme is NOT compatible to the 1.3.2 version. Is that true??? The guy who installed me the software said he had to turn it off in order to make 1.3.2. work. Any other theme that is similar and I could use with 1.3.2.?? I like the way I can delete messages! AND... another question: HOW can I stop the popup window when clicking in the box for bulk action??? I do NOT want the popup window! Thanks, Marc

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URGENT... after upgrade ticket # starts at 1
by Mercator GmbH 24 Nov '04

24 Nov '04

Hi Jorick, great, works!!! I have changed the number in the log file and it works!! Thanks, marc

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URGENT... after upgrade ticket # starts at 1
by Jorick Astrego 24 Nov '04

24 Nov '04

I don't know if your problem is already fixed but you can modify the number by simply editing the TicketCounter.log in /otrs/var/log I had the same issue and fixed it this way. Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com

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OTRS on shared host? Only if willing to pay commercial support?
by Jason Peck 24 Nov '04

24 Nov '04

Can anyone confirm OTRS can be installed on a shared host without root access or http.conf access, but with ssh access and .htaccess access and user permission access? Basically, any traditional hosting service like 1&1, etc. Many small to medium business don't have their own private server and thus it would seem very useful if it could be done on a traditional hosting account. I myself have spent several hours attempting to install this on 1&1 without success. I appear to have all the necessary application requirements (e.g. perl modules, etc). Perhaps it can be done, but to be told how one must pay for commercial support? If so, does anyone know how much that costs?

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Error: Cant write Session Data
by Franz Ferdinand Esberger 23 Nov '04

23 Nov '04

Hi there, My SystemLog is full of Messages like the following: "Cant write session data. Max. size (358400 Bytes) of SessionData reached! Drop old sessions!" Any ideas how i can avoid this ? I'm running otrs 1.3.1. greets Franz ______________________________________ Inflex - installed on mailserver for domain @technikum-wien.at Queries to: log(a)technikum-wien.at

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utf8 patch for AuthSession/IPC
by Damir Dzeko 23 Nov '04

23 Nov '04

Hello, While using utf-8 as default encoding I encountered a bug. MIME::Base64 functions do not want to handle wide characters gracefully which caused run-time errors (wide character... squeek-squeek in encode_base64). The bug showed up when I tried to log-in into my fresh created agent acc. because my surname contains iso-8859-2 characters which were encoded in utf8 and stored in database as such. mysql> select id, login, first_name, last_name from system_user; +----+----------------+------------+-----------+ | id | login | first_name | last_name | +----+----------------+------------+-----------+ | 1 | root@localhost | Admin | OTRS | | 2 | ddzeko | Damir | D<C5><BE>eko | +----+----------------+------------+-----------+ I managed to correct that by adding three lines of code where neeeded. The patch works for me though it's not the best possible solution. Good thing is that it did not break anything else, as far as I tested it (creating new user with 8-bit characters in name). I presume that it will work only with perls >= 5.8. Here it is: --- orig-1.3.2-01/Kernel/System/AuthSession/IPC.pm 2004-05-03 10:48:05.000000000 +0200 +++ Kernel/System/AuthSession/IPC.pm 2004-11-23 12:15:05.000000000 +0100 @@ -217,6 +217,7 @@ foreach (@PaarData) { my ($Key, $Value) = split(/:/, $_); $Data{$Key} = decode_base64($Value); + utf8::decode($Data{$Key}) if ($Data{$Key} =~ /[\xC0-\xCF][\x80-\xFF]/); } # Debug if ($Self->{Debug}) { @@ -249,6 +250,7 @@ my $DataToStore = "SessionID:". encode_base64($SessionID, '') .";"; foreach (keys %Param) { if (defined($Param{$_})) { + utf8::encode($Param{$_}) if ($Param{$_} =~ /[\x{0100}-\x{EFFF}]/); $Param{$_} = encode_base64($Param{$_}, ''); $DataToStore .= "$_:". $Param{$_} .";"; } @@ -317,6 +319,7 @@ # set new data sting my $NewDataToStore = "SessionID:". encode_base64($SessionID, '').";"; foreach (keys %SessionData) { + utf8::encode($SessionData{$_}) if ($SessionData{$_} =~ /[\x{0100}-\x{EFFF}]/); $SessionData{$_} = encode_base64($SessionData{$_}, ''); $NewDataToStore .= "$_:$SessionData{$_};"; chomp ($SessionData{$_});

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spell check issues
by Daniel Balan 22 Nov '04

22 Nov '04

Hello OTRS team, I am using the Spell check option but for 1.3.2 is acting a little beat strange: 1. I have to select the text that need to be checked (for 1.3 CVS I just click on spell check); 2. If I do not select the text the response will be deleted :(; 3. Clicking on the Spell check button will reset the other settings like: Next ticket state: Pending Date (for pending* states): Is the ticket answered: Time units (work units): Do you have any idea? Is there anyone else who is facing the same error ? Cheers, Daniel -- This message was scanned for spam and viruses by BitDefender For more information please visit http://www.bitdefender.com/

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Customer notifications - recipient problem
by Jimisola Laursen 22 Nov '04

22 Nov '04

Hi! First for all - great tool! I have a problem with the recipient of customer notifications. >From what I've figured out customer notifications are sent to the "From"-address used when originally creating the ticket. Correct? We created an 'Email Ticket', choose Queue etc. However, since the "From" - email address (e.g. bugs(a)ourcompany.com) is the one in the queue mail there is a slight problem. When we close a ticket, a notification about change of status is sent. This however, get sent to bugs(a)ourcompany.com and then the ticket is reopened again. Something just don't seem right. I added a customer to the ticket thinking that the email address in the customer would now get the notifications. But, the notifications were still sent to the original "From" mail address. Maybe a little feature would be that ticket can be configured to have customer notifications sent to "From" address, email address in Customer connected to the ticket or both (i.e. both "From" address and Customer gets notifications)? Also, are there any plans to include notification for priority changes? Regards, Jimisola

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