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Today's Topics:
1. Re: OTRS 2.1 SOAP interface (Patric)
2. Re: General FAQ (Nils Breunese (Lemonbit))
3. LDAP auth problem (S?ndor Feh?r)
4. Re: Survey Module (Lars Stavholm)
5. constant long delay in AgentRespond AgentTicketCompose
(Falko Zurell)
----------------------------------------------------------------------
Message: 1
Date: Wed, 11 Jul 2007 11:35:08 +0200
From: Patric <patrict@bluebottle.com>
Subject: Re: [otrs] OTRS 2.1 SOAP interface
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <4694A44C.8090008@bluebottle.com>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
Patric wrote:
> Hi All,
>
> Umberto Nicoletti wrote:
>> I've implemented a SOAP interface over OTRS 2.1
>
> I have been playing with this implementation, and am struggling with the
> following :
>
> I want to create a ticket, and email it to a customer. To this end I
> have tried to use ArticleSend(). The article is created in the ticket,
> but it is never emailed to the customer.
> *** MY ADDITION START ***
>
> my $ArticleID = $TicketObject->ArticleSend(
> TicketID => $TicketID,
> ArticleType => 'email-external',
> SenderType => 'system',
> From => 'system@myotrs.com',
> To => 'customer_email@gmail.com',
> Subject => 'Testing 123',
> Body => 'Testing by Patrick',
> Charset => 'ISO-8859-15',
> Type => 'text/plain',
> Sign => {
> Type => 'PGP',
> SubType => 'Inline|Detached',
> Key => '81877F5E',
>
> Type => 'SMIME',
> Key => '3b630c80',
> },
> Crypt => {
> Type => 'PGP',
> SubType => 'Inline|Detached',
> Key => '81877F5E',
>
> Type => 'SMIME',
> Key => '3b630c80',
> },
> HistoryType => 'EmailCustomer',
> HistoryComment => 'Emailing the ticket to the customer',
> NoAgentNotify => 0,
> UserID => $UserID,
> );
>
> *** MY ADDITION END ***
Hi All,
Just as a follow-up, I solved my problem.
If you look at my code above, in the Sign and Crypt fields, I have the
Type and Key fields twice in each - in each instance PGP and SMIME are
the 2 possible values that you can set, and it is given like that in the
example on the API documentation.
Not knowing much about this whole lot, I just copied and pasted the
examples as is, and the duplicate definitions were causing an error that
I found by debugging the code...
So look out for those instances when using the API example code! It will
save you a LOT of time :]
Thanks
Patrick
--
Q: I want to be a sysadmin. What should I do?
A: Seek professional help.
----------------------------------------------------------------------
Find out how you can get spam free email.
http://www.bluebottle.com/tag/3
------------------------------
Message: 2
Date: Wed, 11 Jul 2007 11:37:53 +0200
From: "Nils Breunese (Lemonbit)" <nils@lemonbit.nl>
Subject: Re: [otrs] General FAQ
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <988E70C5-7932-4DB8-9681-722224397E21@lemonbit.nl>
Content-Type: text/plain; charset="us-ascii"
Jean wrote:
> I would like to try out the OTRS, I work for an organisation and i
> would
> like to organize my emails according to a particular operator. I
> have to
> questions that i want a definite answer before i actually implement it
>
> 1. Does the OTRS work hand in hand with LOTUS notes, since we don't
> want
> the user to be effected.
There are two types of users. The agents (people handling the
tickets) use the OTRS web interface in a web browser. The other users
are called customers (though they could be your employees for
instance) and typically interact with the system using email (but
OTRS can also be used as a system in a phone helpdesk situation for
instance). I believe Notes supports standard email protocols, so I
guess that would work.
> 2. Is the OTRS web- based? Do the clients need to type a url to
> enter into
> the system?
Yes. You can try a demo at <http://otrs.org/demo/>.
Nils Breunese.
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Message: 3
Date: Wed, 11 Jul 2007 11:17:29 +0200
From: S?ndor Feh?r <sfeher@bluesystem.hu>
Subject: [otrs] LDAP auth problem
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <4694A029.2000706@bluesystem.hu>
Content-Type: text/plain; charset=ISO-8859-2; format=flowed
Hi,
I had a well working otrs config so far with the following parts:
- Apache 2.2.3 with mod_perl
- OTRS 2.1.6
- Oracle 10.2.0.1
- Openldap 2.3.35
The authetication worked perfectly from LDAP. Today I decided to build a
new config with otrs 2.2.1.
I backed up my Config.pm and installed a new otrs 2.2.1. Ran the oracle
database scripts as well.
Everything is fine except the authentication (I can log in with
root@localhost).
The result is the same either I use mysql backend.
Thank you in advance.
Regards., Sandor
ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Jul 11 11:10:39 2007
Message: Can't create user 'sfeher'
(uid=sfeher,ou=Staff,dc=office,dc=bluesystem,dc=hu) in RDBMS!
Traceback (8276):
Module: Kernel::System::Auth::LDAP::Auth (v1.37) Line: 385
Module: Kernel::System::Auth::Auth (v1.23) Line: 120
Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 192
Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(v) Line: 4
Module: (eval) (v1.81) Line: 203
Module: ModPerl::RegistryCooker::run (v1.81) Line: 203
Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169
Module: ModPerl::Registry::handler (v1.99) Line: 30
--
Üdvözlettel, Fehér Sándor
...Fehér Sándor... --- ....Sandor Feher....
fejlesztési vezetõ --- development manager
Blue System Kft. --- Blue System Ltd.
mailto:sfeher@bluesystem.hu http://www.bluesystem.hu
[ - real men don't click - ]
------------------------------
Message: 4
Date: Wed, 11 Jul 2007 12:54:35 +0200
From: Lars Stavholm <stava@telcotec.se>
Subject: Re: [otrs] Survey Module
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <4694B6EB.20901@telcotec.se>
Content-Type: text/plain; charset=ISO-8859-1
Dan Gardiner wrote:
> Hello All,
>
> We are running OTRS 2.2.1 over WinXP
>
> I am looking for the Survey Module... I've been all through the cvs website
> but haven't found the scripts... I assume they are perl scripts. Am I
> missing something? Could someone post the link to add-on modules?
> Especially the Survey Module...
ftp://ftp.otrs.org/pub/otrs/packages
/Lars
------------------------------
Message: 5
Date: Wed, 11 Jul 2007 15:31:46 +0200
From: Falko Zurell <falko.zurell@idmedia.com>
Subject: [otrs] constant long delay in AgentRespond AgentTicketCompose
To: "User questions and discussions about OTRS.org" <otrs@otrs.org>
Message-ID: <A65B61CE-B275-4C7C-9B06-12CC974CC888@idmedia.com>
Content-Type: text/plain; charset="utf-8"
Hello List,
I got a very strange problem with my OTRS 2.1 installation on RedHat
Linux.
I had an old OTRS 2.0.x and made a fresh OTRS 2.1.7 installation on a
different box with a new MySQL 5.0.37. Then I followed the upgrade
guide to migrate all my data to the new installation. This worked
very fine and smooth.
But there is one oddity I can't find the cause for.
Everything on the new server is very fast. Almost any page loads
within a second. But there is one exception. The ticket response page
(I click the "response with mail" link and the response form opens)
loads only after about 20 seconds delay.
This delay seems to be almost constantly around 20 seconds and holds
for responses to every ticket. Regardless wether the ticket is new or
old, opened ore closed - when I try to send a response then I have to
wait several seconds.
I turned on the database logging but it looked good to me. I don't
think this an database issue - but I'm not sure.
This is a snippet from the log file which shows that the Response
took 20s to process. This is true for every instance of this action.
All other pages load within 1 or 2 seconds.
Jul 8 11:48:42 TC-FE-OTRS01-91 OTRS-CGI-66[9851]: [Notice]
[Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 20s taken
(URL:Action=AgentTicketC
ompose&ResponseID=4&TicketID=31822&ArticleID=161995:fzurell)
Does anyone have an idea where to look for this problem?
Thanks and kind regards
---
Falko Zurell
Head of Application Management
/i-d media AG
Ohlauer Straße 43
D-10999 Berlin
Tel +49 (0)30 - 2 59 47 - 357
Fax +49 (0)30 - 2 59 47 - 471
www.idmedia.com
_______________________________________________
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Chairman of the Supervisory Board: Christian A. Hufnagl
Headquarters: Berlin, Place of Jurisdiction: Berlin HRB 76342
UST-Id. DE812698340
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