RE: [otrs] A form per queue. Is it possible?
Thank you all.
The problem I see is that I don't have required information into ORTS db (useful for future/needed data analysis).
I'm not sure what you mean.
At the end of the story I would like to use OTRS to store all information. I would find a way to store data inside OTRS database as well I store each field into OTRS database if I use TicketFreeKey_n TicketFreeText_n
You misunderstand. You will *not* use the forms provided with OTRS. You will create your *own* forms in Perl, PHP, .Net or whatever fancy programming tool the kids use these days.
no, I understood you very well, I believe. The problem I see is the one I described just now in this same message. If I create forms from outside OTRS I will not populate OTRS db but only OTRS email messages. Informations will be into email messages, not into a db!!!!, not into the OTRS db. I am going to fail during statistics!! In order to build a workaround I was thinking to make more than one installation and to send the user to fill the OTRS form within the right installation. But also this solution can't work.
Hi Daniele,
Thank you all.
The problem I see is that I don't have required information into ORTS db (useful for future/needed data analysis).
I'm not sure what you mean.
At the end of the story I would like to use OTRS to store all information. I would find a way to store data inside OTRS database as well I store each field into OTRS database if I use TicketFreeKey_n TicketFreeText_n
You misunderstand. You will *not* use the forms provided with OTRS. You will create your *own* forms in Perl, PHP, .Net or whatever fancy programming tool the kids use these days.
no, I understood you very well, I believe. The problem I see is the one I described just now in this same message. If I create forms from outside OTRS I will not populate OTRS db but only OTRS email messages. Informations will be into email messages, not into a db!!!!, not into the OTRS db. I am going to fail during statistics!! Have you take a look at X-OTRS headers to popluate FreeTextKeys http://doc.otrs.org/2.2/en/html/x1053.html#table-of-x-otrs-headers
-- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
no, I didn't see it before. This is one (of the uncountable) holes in my OTRS knowledge. I go to read it. Thank you. Daniele Shawn Beasley ha scritto:
Hi Daniele,
Thank you all.
The problem I see is that I don't have required information into ORTS db (useful for future/needed data analysis).
I'm not sure what you mean.
At the end of the story I would like to use OTRS to store all information. I would find a way to store data inside OTRS database as well I store each field into OTRS database if I use TicketFreeKey_n TicketFreeText_n
You misunderstand. You will *not* use the forms provided with OTRS. You will create your *own* forms in Perl, PHP, .Net or whatever fancy programming tool the kids use these days.
no, I understood you very well, I believe. The problem I see is the one I described just now in this same message. If I create forms from outside OTRS I will not populate OTRS db but only OTRS email messages. Informations will be into email messages, not into a db!!!!, not into the OTRS db. I am going to fail during statistics!! Have you take a look at X-OTRS headers to popluate FreeTextKeys http://doc.otrs.org/2.2/en/html/x1053.html#table-of-x-otrs-headers
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I read http://doc.otrs.org/2.2/en/html/x1053.html#table-of-x-otrs-headers and I would like to use it... but I can't use it. 1st) Where can I find a trial software to send email editing headers? 2nd) What does it mean in otrs/index.pl?Action=AdminPostMasterFilter&Subaction=Update&Name=myFilter Match: Header 1: X-OTRS-TicketKey1 Value: myMatchValue Set: Header 1: X-OTRS-TicketValue1 Value: mySetValue Is the meaning what I am going to decribe? If I (OTRS) get an email with the value myMatchValue in the header named X-OTRS-TicketKey1 I (OTRS) set ?? what ?? Thank you in advance. Daniele
Have you take a look at X-OTRS headers to popluate FreeTextKeys http://doc.otrs.org/2.2/en/html/x1053.html#table-of-x-otrs-headers
I wrote the following php code (letMeTry.php) in order to send an email to otrs. It works <!DOCTYPE html PUBLIC "-//W3C//DTD XHTML 1.0 Strict//EN" "http://www.w3.org/TR/xhtml1/DTD/xhtml1-strict.dtd"> <html xmlns="http://www.w3.org/1999/xhtml"> <head> <title>Untitled</title> </head> <body> <?php $to = 'support@otrs.myinstitute.it'; $subject = 'Let me try'; $body = 'Let me try, please'; $header = "X-OTRS-TicketKey1: Edificio 12"; if (mail($to, $subject, $body, $header)) { echo 'E-mail successfully sent to: '.$to.'<br />'; echo 'subject: '.$subject.'<br />'; echo 'body: '.$body; } else { echo 'I was not able to send the email'; } ?> </body> </html> Nice. Now I get the email in otrs and the header X-OTRS-TicketKey1 is present. And now? Which field and why it, should be filled? Thank you in advance Daniele Daniele ha scritto:
I read http://doc.otrs.org/2.2/en/html/x1053.html#table-of-x-otrs-headers and I would like to use it... but I can't use it. 1st) Where can I find a trial software to send email editing headers? 2nd) What does it mean in otrs/index.pl?Action=AdminPostMasterFilter&Subaction=Update&Name=myFilter
Match: Header 1: X-OTRS-TicketKey1 Value: myMatchValue
Set: Header 1: X-OTRS-TicketValue1 Value: mySetValue
Is the meaning what I am going to decribe? If I (OTRS) get an email with the value myMatchValue in the header named X-OTRS-TicketKey1 I (OTRS) set ?? what ??
Thank you in advance. Daniele
Have you take a look at X-OTRS headers to popluate FreeTextKeys http://doc.otrs.org/2.2/en/html/x1053.html#table-of-x-otrs-headers
Den 25/02/2008 kl. 16.31 skrev Daniele:
Nice. Now I get the email in otrs and the header X-OTRS-TicketKey1 is present. And now? Which field and why it, should be filled?
The header is not supposed to be exactly X-OTRS-TicketKey1. That is an example value put there to show that you can use many different X-OTRS- <something> headers. If you want to assign a ticket to a specific queue, then you set the header X-OTRS-Queue to the name of the queue you wish to assign your ticket to. -- Lars
Thank you Lars. I would like to populate a TicketFreeKey with a TicketFreeValue!!! Does anybody know how? Thank you in advance Lars Jørgensen ha scritto:
Den 25/02/2008 kl. 16.31 skrev Daniele:
Nice. Now I get the email in otrs and the header X-OTRS-TicketKey1 is present. And now? Which field and why it, should be filled?
The header is not supposed to be exactly X-OTRS-TicketKey1. That is an example value put there to show that you can use many different X-OTRS-<something> headers.
If you want to assign a ticket to a specific queue, then you set the header X-OTRS-Queue to the name of the queue you wish to assign your ticket to.
Dear all as far as I read and tried there isn't any way to populate TicketFreeKeys from X-OTRS-<something> headers. I close my investigation. Does it exist a way to ask developers to add this functionality? Does anybody know a way to help me? Thank you in advance. Daniele Daniele ha scritto:
Thank you Lars. I would like to populate a TicketFreeKey with a TicketFreeValue!!! Does anybody know how?
Thank you in advance
Lars Jørgensen ha scritto:
Den 25/02/2008 kl. 16.31 skrev Daniele:
Nice. Now I get the email in otrs and the header X-OTRS-TicketKey1 is present. And now? Which field and why it, should be filled?
The header is not supposed to be exactly X-OTRS-TicketKey1. That is an example value put there to show that you can use many different X-OTRS-<something> headers.
If you want to assign a ticket to a specific queue, then you set the header X-OTRS-Queue to the name of the queue you wish to assign your ticket to.
_______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
Hi Daniele,
Dear all as far as I read and tried there isn't any way to populate TicketFreeKeys from X-OTRS-<something> headers. I close my investigation.
You have been missing one key ingredient that is not well known. You have to set the Key number and the Key value. X-OTRS-TicketKey1: <name of key> X-OTRS-TicketValue1: <value to set>
Does it exist a way to ask developers to add this functionality?
Does anybody know a way to help me? [..]
I hope this helps -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
I am sorry to always ask you about my personal problem... but I am really getting crazy!!! -------------------------------------------------------------------- STEP 1: -------------------------------------------------------------------- I defined into my OTRS config.pm file the following three textfree fields: # ---------------------------------------------------- # # Dipartimento di appartenenza # # ---------------------------------------------------- # $Self->{'TicketFreeKey1'} = {'Dipartimento' => 'Dipartimento'}; $Self->{'TicketFreeText1'} = { '' => ' Scegli una voce', 'Ambi' => 'Ambiente e connessa prevenzione primaria', 'Biol' => 'Biologia cellulare e neuroscienze', 'Eomm' => 'Ematologia, oncologia e medicina molecolare', 'DiFa' => 'Dipartimento del Farmaco', 'MaIn' => 'Dipartimento di Malattie infettive, parassitarie ed immunomediate', 'SaAl' => 'Dipartimento di Sanità alimentare e animale', 'TeSa' => 'Dipartimento di Tecnologie e salute' }; $Self->{'TicketFreeText1::DefaultSelection'} = ''; # ---------------------------------------------------- # # Tipo di intervento # # ---------------------------------------------------- # $Self->{'TicketFreeKey2'} = {'Tipo di intervento' => 'Intervento'}; $Self->{'TicketFreeText2'} = { '' => ' Scegli una voce', 'Sostituzione computer' => 'Sostituzione PC', 'Spostamento computer' => 'Spostamento PC', 'Internet inaccessibile' => 'Internet inaccessibile', 'Problemi con la posta' => 'Problemi con la posta', 'n.a.' => 'Non applicabile' }; $Self->{'TicketFreeText2::DefaultSelection'} = ''; # ---------------------------------------------------- # # Armadio # # ---------------------------------------------------- # $Self->{'TicketFreeKey3'} = {'Armadio' => 'Armadio'}; $Self->{'TicketFreeText3'} = ''; $Self->{'TicketFreeText3::DefaultSelection'} = ''; -------------------------------------------------------------------- STEP 2: -------------------------------------------------------------------- I build into OTRS->Admin->[ PostMaster Filter ] the following filter Filtername: myFilter Match: Header 1:X-OTRS-TicketKey3 Value:Armadio Set: Header 1:X-OTRS-TicketValue3 Value:aaaaaa -------------------------------------------------------------------- STEP 3: -------------------------------------------------------------------- I send to my OTRS, through php, the following email: <?php $to = 'OTRSaddress@myServer.it'; $subject = 'Let me try'; $body = 'This is the email content'; $header = "X-OTRS-TicketKey3:Armadio"; if (mail ($to, $subject, $body, $header)) { echo 'E-mail inviata con successo.<br />'; echo 'Destinatario: '.$to.'<br />'; echo 'Subject: '.$subject.'<br />'; echo 'X-Header: '.$header.'<br />'; echo 'Contenuto: '.$body; } else { echo 'Non sono riuscito ad inviare il messaggio'; } ?> -------------------------------------------------------------------- STEP 4: -------------------------------------------------------------------- OTRS receives the email... BUT THE TicketFreeKey3 DOESN'T GET ANY VALUE!!!!!!!!!! Do you have any suggestion, please? Thank you in advance. Daniele Shawn Beasley ha scritto:
Hi Daniele,
Dear all as far as I read and tried there isn't any way to populate TicketFreeKeys from X-OTRS-<something> headers. I close my investigation.
You have been missing one key ingredient that is not well known.
You have to set the Key number and the Key value.
X-OTRS-TicketKey1: <name of key> X-OTRS-TicketValue1: <value to set>
Hi Daniele,
I am sorry to always ask you about my personal problem... but I am really getting crazy!!! [...] -------------------------------------------------------------------- STEP 2: -------------------------------------------------------------------- I build into OTRS->Admin->[ PostMaster Filter ] the following filter
Filtername: myFilter Match: Header 1:X-OTRS-TicketKey3 Value:Armadio
Set: Header 1:X-OTRS-TicketValue3 Value:aaaaaa Either:
Header 1:X-OTRS-TicketKey3 Value:Armadio Header 1:X-OTRS-TicketValue3 Value:aaaaaa
-------------------------------------------------------------------- STEP 3: -------------------------------------------------------------------- I send to my OTRS, through php, the following email:
or $header = "X-OTRS-TicketKey3:Armadio\r\n"; $header .= "X-OTRS-TicketValue3:aaaaaa";
if (mail ($to, $subject, $body, $header)) { echo 'E-mail inviata con successo.<br />'; echo 'Destinatario: '.$to.'<br />'; echo 'Subject: '.$subject.'<br />'; echo 'X-Header: '.$header.'<br />'; echo 'Contenuto: '.$body; } else { echo 'Non sono riuscito ad inviare il messaggio'; } ?> [...] => http://www.otrs.com/ I think this would be the proper code, but the main fact is your should set both headers in the php. Alternatively, you can choose the first option. I hope you get it up and running :)
-- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
Thank you Shawn for you support. I was smiling reading your email because I though I was finding my bug. I added the row to my email and I started again... but without success. Is there any setting I am forgetting? Maybe... a new line in OTRS/Kernel/system/postmaster/newTicket.pm? or in config.pm? My OTRS refuses to work. I am running release 2.2.3. I am thinking to destroy all and upgrade to the last one release. Any idea? Thank you in advance. Daniele Shawn Beasley ha scritto:
Hi Daniele,
I am sorry to always ask you about my personal problem... but I am really getting crazy!!! [...] -------------------------------------------------------------------- STEP 2: -------------------------------------------------------------------- I build into OTRS->Admin->[ PostMaster Filter ] the following filter
Filtername: myFilter Match: Header 1:X-OTRS-TicketKey3 Value:Armadio
Set: Header 1:X-OTRS-TicketValue3 Value:aaaaaa Either:
Header 1:X-OTRS-TicketKey3 Value:Armadio Header 1:X-OTRS-TicketValue3 Value:aaaaaa
-------------------------------------------------------------------- STEP 3: -------------------------------------------------------------------- I send to my OTRS, through php, the following email:
or $header = "X-OTRS-TicketKey3:Armadio\r\n"; $header .= "X-OTRS-TicketValue3:aaaaaa";
if (mail ($to, $subject, $body, $header)) { echo 'E-mail inviata con successo.<br />'; echo 'Destinatario: '.$to.'<br />'; echo 'Subject: '.$subject.'<br />'; echo 'X-Header: '.$header.'<br />'; echo 'Contenuto: '.$body; } else { echo 'Non sono riuscito ad inviare il messaggio'; } ?> [...] => http://www.otrs.com/ I think this would be the proper code, but the main fact is your should set both headers in the php. Alternatively, you can choose the first option. I hope you get it up and running :)
------------------------------------------------------------------------
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Hi Daniele,
Thank you Shawn for you support.
I was smiling reading your email because I though I was finding my bug. I added the row to my email and I started again... but without success. Is there any setting I am forgetting? Maybe... a new line in OTRS/Kernel/system/postmaster/newTicket.pm? or in config.pm? My OTRS refuses to work.
It is not otrs :) Did you do the configuration manually in your Config.pm? I would recommend, where ever possible, to use teh Sysconfig. Maybe this will help.
I am running release 2.2.3. I am thinking to destroy all and upgrade to the last one release.
An upgrade is always the best.
Any idea?
Which method did you try?
Thank you in advance. Daniele
Shawn Beasley ha scritto:
Hi Daniele,
I am sorry to always ask you about my personal problem... but I am really getting crazy!!! [...] -------------------------------------------------------------------- STEP 2: -------------------------------------------------------------------- I build into OTRS->Admin->[ PostMaster Filter ] the following filter
Filtername: myFilter Match: Header 1:X-OTRS-TicketKey3 Value:Armadio
Set: Header 1:X-OTRS-TicketValue3 Value:aaaaaa Either:
Header 1:X-OTRS-TicketKey3 Value:Armadio Header 1:X-OTRS-TicketValue3 Value:aaaaaa
-------------------------------------------------------------------- STEP 3: -------------------------------------------------------------------- I send to my OTRS, through php, the following email:
or $header = "X-OTRS-TicketKey3:Armadio\r\n"; $header .= "X-OTRS-TicketValue3:aaaaaa";
if (mail ($to, $subject, $body, $header)) { echo 'E-mail inviata con successo.<br />'; echo 'Destinatario: '.$to.'<br />'; echo 'Subject: '.$subject.'<br />'; echo 'X-Header: '.$header.'<br />'; echo 'Contenuto: '.$body; } else { echo 'Non sono riuscito ad inviare il messaggio'; } ?> [...] => http://www.otrs.com/ I think this would be the proper code, but the main fact is your should set both headers in the php. Alternatively, you can choose the first option. I hope you get it up and running :)
------------------------------------------------------------------------
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_______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
-- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
Shawn Beasley ha scritto:
Hi Daniele,
Thank you Shawn for you support.
I was smiling reading your email because I though I was finding my bug. I added the row to my email and I started again... but without success. Is there any setting I am forgetting? Maybe... a new line in OTRS/Kernel/system/postmaster/newTicket.pm? or in config.pm? My OTRS refuses to work.
It is not otrs :) Did you do the configuration manually in your Config.pm? I would recommend, where ever possible, to use teh Sysconfig. Maybe this will help.
I am running release 2.2.3. I am thinking to destroy all and upgrade to the last one release.
An upgrade is always the best.
Any idea?
Which method did you try? Thank you again Shawn. I use OTRS on debian server and I just installed it typing apt-get install otrs2 Then I made modification inside Config.pm manually following manual and examples.
I get inside OTRD via LDAP, I have a custom name for my system and I WOULD LIKE to use three textfree fields. Nothing more. How can I upgrade my OTRS? The debian package for 2.2.5 still doesn't exist. Where is it installed? Nothing is into my var/www/ folder!!!! Neither an alias. In spite of this, it (partially) works! I have it in usr/share/otrs/. I have never used sysconfig because Graphic User interface is always too difficult for my simple brain. How can I get what I already have using OTRS sysconfig? If you aloow me I can send you, privately, my config.pm in order to show you what I added. Thank you in advance Daniele
Hi Daniele, please send it to *hbdpycym@trashmail.net* Thanks -- Shawn Beasley ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003/240/97521 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann
I think I understand your problem. I have the same. For me it works to save the webform data into a separate mysql db/table I run my webform data statistics form there. I use OTRS to answer, manage and report the reponse of the tickets. Regards, Peter van Beugen -----Oorspronkelijk bericht----- Van: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] Namens Daniele Verzonden: donderdag 21 februari 2008 14:02 Aan: User questions and discussions about OTRS.org Onderwerp: RE: [otrs] A form per queue. Is it possible? Thank you all.
The problem I see is that I don't have required information into ORTS db (useful for future/needed data analysis).
I'm not sure what you mean.
At the end of the story I would like to use OTRS to store all information. I would find a way to store data inside OTRS database as well I store each field into OTRS database if I use TicketFreeKey_n TicketFreeText_n
You misunderstand. You will *not* use the forms provided with OTRS. You will create your *own* forms in Perl, PHP, .Net or whatever fancy programming tool the kids use these days.
no, I understood you very well, I believe. The problem I see is the one I described just now in this same message. If I create forms from outside OTRS I will not populate OTRS db but only OTRS email messages. Informations will be into email messages, not into a db!!!!, not into the OTRS db. I am going to fail during statistics!! In order to build a workaround I was thinking to make more than one installation and to send the user to fill the OTRS form within the right installation. But also this solution can't work. _______________________________________________ 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 or consulting for your OTRS system? => http://www.otrs.com/
participants (4)
-
Daniele -
Lars Jørgensen -
Peter van Beugen -
Shawn Beasley