Re: [otrs] cusomter's reply does not come in the ticket, and newticket > is created!

12 Dec 2002


      Hi Martin,

I found what is the reason.
I changed TicketHook in config.pm from 'ticket' to 8bit-2byte code.
I don't know why , but change back to 'ticket' , it works.
...
Config.pm
##    $Self->{TicketHook} = 'Ticket#';
    $Self->{TicketHook} = '??#';
Is this a localization issue or limitation?
shozo
----- Original Message -----
From: "murahashi" 
To: 
Sent: Thursday, December 12, 2002 10:05 AM
Subject: Re: [otrs] cusomter's reply does not come in the ticket, and
newticket > is created!
...
Hi Martin,
Thank you for your suggestion.
I did it as you show. It worked! Strange!
My session showed below.
I can see the follow up test came in the ticket certainly from agent view.
By the way, I could not find otrs log file in spite of Config.pm
definition.
Where is log file? Is my config wrong?
shozo
-------------------------------------------------------
[otrs@www OpenTRS]$ cat test.box
From: 
To: XX@XX.com
Subject: follow up test
simple test
[otrs@www OpenTRS]$ cat test.box |
/home/sites/site14/OpenTRS/bin/PostMaster.pl
Constant subroutine __need___va_list undefined at
/usr/lib/perl5/5.00503/i386-linux/stdarg.ph line 9.
New Ticket created!
TicketNumber: 2002121210000012
TicketID: 22
Priority: normal
State: new
CustomerID:
Odd number of elements in hash assignment at
/usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305.
Odd number of elements in hash assignment at
/usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305.
Odd number of elements in hash assignment at
/usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305.
Odd number of elements in hash assignment at
/usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305.
From: 
To: XX@XX.com
Subject: follow up test
MessageID:
Queue: Raw
[otrs@www OpenTRS]$ cat test2.box
From: 
To: XX@XX.com
Subject: [ ??#: 2002121210000012 ] follow up test
simple test
[otrs@www OpenTRS]$ cat test2.box |
/home/sites/site14/OpenTRS/bin/PostMaster.pl
Constant subroutine __need___va_list undefined at
/usr/lib/perl5/5.00503/i386-linux/stdarg.ph line 9.
Follow up Ticket
TicketNumber: 2002121210000012
From: 
To: XX@XX.com
Subject: [ ??#: 2002121210000012 ] follow up test
MessageID:
State: open
[otrs@www OpenTRS]$
-------------------------------------------------
Config.pm
##    $Self->{TicketHook} = 'Ticket#';
    $Self->{TicketHook} = '??#';
# ----------------------------------------------------#
    # LogModule                                           #
    # ----------------------------------------------------#
    # (log backend module)
#    $Self->{LogModule} = 'Kernel::System::Log::SysLog';
#    $Self->{LogModule} = 'Kernel::System::Log::File';
    $Self->{LogModule} = 'Kernel::System::Log::SysLog';
    # param for LogModule Kernel::System::Log::File (required!)
    $Self->{'LogModule::LogFile'} = '/tmp/otrs.log';
...
Hi Shozo,
On Wed, Dec 11, 2002 at 10:45:52PM +0900, murahashi wrote:
...
...
...
I 'm confusing and I can't find where should I check?
Check the AdminArea->Queue settings for that queue, and make sure
that
the
"Follow up Option" menu is set to "possible" rather than "new
ticket"
(assuming the English language files). We've just started using OTRS
a
couple of days ago, and had the same problem...
I set 'Follow up option' to 'possible' for RAW queue but it's same.
Is there any other settings or configuration?
Agent's reply , customer' web request, system autoresponse and add
note
works good.
I'm looking into Postmaseter.pm but ...
Any other suggestion?
Ok, set the debug from Kernel/System/PostMaster.pm to 2
[...]
    # for debug 0=off; 1=info; 2=on
    $Self->{Debug} = 2;
[...]
Put this demo email (without <snip>) in a file (e. g. test.box)
<snip>
From: 
To: XX@XX.com
Subject: follow up test
simple test
</snip>
cat this file through PostMaster.pl (cat test.box |
/path/to/otrs/bin/PostMaster.pl)
the new ticket should be shown in a queue.
Add the new ticket number to the test.box
<snip>
From: 
To: XX@XX.com
Subject: [Ticket#: ?????????] follow up test
simple test
</snip>
cat it again through PostMaster.pl (cat test.box |
/path/to/otrs/bin/PostMaster.pl)
Is it now a follow up?
What is in the log file between "Global OTRS email handle
(PostMaster.pl)
started..."
and "Global OTRS email handle (PostMaster.pl) stoped."?
...
shozo
Martin
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