Free text for tickets and articles

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Paul

1 Apr 2004 1 Apr '04

9:03 p.m.

It just me or are free text entries for articles and tickets beyond 1 and 2 not working? Using 1.2.2. We rely on this feature for tickets and it's just not displaying. Paul

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Robert Kehl

1 Apr 1 Apr

10:55 p.m.

On Thursday, April 01, 2004 11:03 PM Paul wrote:

...

It just me or are free text entries for articles and tickets beyond 1 and 2 not working? Using 1.2.2. We rely on this feature for tickets and it's just not displaying.

You'll have to manually tweak the .dtl files to get all eight. Where do you want them to be displayed, so I can tell you exactly which files to tweak. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

Paul

11:41 p.m.

Hi Robert, I've done a little more poking. Article freetext entries are populated in the database as expected, but the Ticket freetext entries are not. I want them to appear in the AgentZoomStatus.dtl, but as far as I can tell it checks to see whether or not there is an entry for each before displaying it. Paul

...

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Robert Kehl Sent: Thursday, April 01, 2004 5:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Free text for tickets and articles

On Thursday, April 01, 2004 11:03 PM Paul wrote:

...
It just me or are free text entries for articles and tickets beyond 1 and 2 not working? Using 1.2.2. We rely on this feature for tickets and it's just not displaying.

You'll have to manually tweak the .dtl files to get all eight. Where do you want them to be displayed, so I can tell you exactly which files to tweak.

Regards,

Robert Kehl

-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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Paul

11:55 p.m.

Hi Robert,

...

You'll have to manually tweak the .dtl files to get all eight. Where do you want them to be displayed, so I can tell you exactly which files to tweak.

The issue with the Article free text #3 is reported here and has been fixed by making the change I noted in that bug on my installation: http://bugs.otrs.org/show_bug.cgi?id=379 However, the freetext entries for tickets 3-8 are not even being inserted in the database. I verified that the proper fields existed in my database and they are null for the tickets I've tested. When I look at the plain text version of the ticket containing those entries, I can see that the X-OTRS-TicketKey3 and X-OTRS-TicketValue3 entries are both there correctly, however only TicketKey/Value 1-2 work. I think this might be more than just an issue with dtl files, which seem to be set up correctly to display the values. Best wishes, Paul

Paul

2 Apr 2 Apr

4:06 a.m.

Hi all,

...

However, the freetext entries for tickets 3-8 are not even being inserted in the database. I verified that the proper fields existed in my database and they are null for the tickets I've tested. When I look at the plain text version of the ticket containing those entries, I can see that the X-OTRS-TicketKey3 and X-OTRS-TicketValue3 entries are both there correctly, however only TicketKey/Value 1-2 work.

Found the issue after adding debug code all over the Postmaster code. Turns out my Kernel/Config.pm had a custom $Self->{'PostmasterX-Header'} entry that did not include any TicketKey/Value entries above 2. I think it's time for bed. ;) The bug with ArticleKey/Value3 is real though. Thank goodness. :D Sorry for my confusion, Paul

Robert Kehl

10:05 a.m.

On Friday, April 02, 2004 6:06 AM Paul wrote:

...

Found the issue after adding debug code all over the Postmaster code. Turns out my Kernel/Config.pm had a custom $Self->{'PostmasterX-Header'} entry that did not include any TicketKey/Value entries above 2. I think it's time for bed. ;)

But isn't it: "We'll sleep when we're dead." ? *ggg*

...

The bug with ArticleKey/Value3 is real though. Thank goodness. :D

And it's fixed in CVS already. Thanks for pointing it out. Best wishes, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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