Hello everybody.

I'll be starting from the latest problem I'm encountering, which is as
follows: when I do a search in my Customer Database, I get the correct
number of records, but they print out as blank/empty lines (look here:
http://tinyurl.com/2cx44r2 ).

Here the background and the setup:

Debian Sid - OTRS 2.4.9

I have my customers already stored in an MSSQL db (SQL Express 2005 on
Windows 2003 Server), therefore I tried to connect that db to my OTRS
installation. I seem to have managed it using FreeTDS, because I can
connect to MSSQL by hand with tsql.

My Config.pm for my CustomerDB looks like this:

# CustomerUser
# (customer user database backend and settings)
$Self->{CustomerUser} = {
Name => 'Database clienti',
Module => 'Kernel::System::CustomerUser::DB',
Params => {
# if you want to use an external database, add the
# required settings
DSN => 'DBI:Sybase:',
DSN =>
'DBI:Sybase:server=sqlexpress;database=Piramide_Informatica',
User => 'sa',
Password => 'password',
Type => 'mssql',
Table => 'v_customer',
Attribute => {},
},

# customer uniq id
CustomerKey => 'CUST_ID',

# customer #
CustomerID => 'CUST_ID',
# CustomerValid => 'valid_id',
CustomerUserListFields => [ 'COMPANY', 'LASTNAME', 'FIRSTNAME',
'EMAIL' ],

# CustomerUserListFields => ['login', 'first_name', 'last_name',
'customer_id', 'email' ],
CustomerUserSearchFields => [ 'COMPANY', 'LASTNAME',
'FIRSTNAME' ],
CustomerUserSearch Prefix => '*',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 50,
CustomerUserPostMasterSearchFields => ['EMAIL'],
CustomerUserNameFields => [ 'COMPANY', 'LASTNAME',
'FIRSTNAME' ],
CustomerUserEmailUniqCheck => 1,

Map => [

# note: Login, Email and CustomerID needed!
# var, frontend, storage, shown (1=always,2=lite), required,
storage-type, http-link, readonly, http-link-target
# [ 'UserSalutation', 'Salutation', 'salutation', 1, 0,
'var', '', 0 ],
[ 'UserFirstname', 'Firstname', 'COMPANY', 1, 1, 'var',
'', 0 ],
[ 'UserLastname', 'Lastname', 'LASTNAME', 1, 1, 'var',
'', 0 ],
[ 'UserEmail', 'Email', 'EMAIL', 1, 1, 'var',
'', 0 ],

# [ 'UserEmail', 'Email', 'email', 1, 1,
'var',
'$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data
{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ],
[ 'UserCustomerID', 'CustomerID', 'CUST_ID', 0, 1, 'var',
'', 0 ],

# [ 'UserCustomerIDs', 'CustomerIDs', 'customer_ids', 1, 0,
'var', '', 0 ],
# [ 'UserPhone', 'Phone', 'phone', 1, 0,
'var', '', 0 ],
# [ 'UserFax', 'Fax', 'fax', 1, 0,
'var', '', 0 ],
# [ 'UserMobile', 'Mobile', 'mobile', 1, 0,
'var', '', 0 ],
# [ 'UserStreet', 'Street', 'street', 1, 0,
'var', '', 0 ],
# [ 'UserZip', 'Zip', 'zip', 1, 0,
'var', '', 0 ],
# [ 'UserCity', 'City', 'city', 1, 0,
'v ar', '', 0 ],
# [ 'UserCountry', 'Country', 'country', 1, 0,
'var', '', 0 ],
# [ 'UserComment', 'Comment', 'comments', 1, 0,
'var', '', 0 ],
# [ 'ValidID', 'Valid', 'valid_id', 0, 1,
'int', '', 0 ],
],

};

My question now is: why does it happen, that my output is *blank* when I
seek for customers? While googling around, I came across references
talking about "charset conversion", so I did my search on my dbs:

Using "sp_helpsort" on my MSSQL db, I get:

Server default collation
Latin1-General, case-insensitive, accent-sensitive,
kanatype-insensitive, width-insensitive
(1 row affected)
(return status = 0)

>From Linux, when connecting via tsql, I get:

root@ticket:~# tsql -S sqlexpress -U sa
locale is "it_CH.UTF-8"
local e charset is "UTF-8"

Therefore I was thinking about some kind of "charset mismatch".

Is anybody out there who can help?
Thanks in advance!

Flavio Boniforti

PIRAMIDE INFORMATICA SAGL
Via Ballerini 21
6600 Locarno
Switzerland
Phone: +41 91 751 68 81
Fax: +41 91 751 69 14
URL: http://www.piramide.ch
E-mail: flavio@piramide.ch
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