Hello Mike and thanks for your quick feedback.

If your remote database is unicode, add this to your mapping.

SourceCharset => 'utf-8', DestCharset => 'utf-8',

Actually, I'm not quite sure if DBD::Sybase would also return Unicode, you might want to experiment with trying either 'utf-8' and 'iso-8859-1' as values for SourceCharset.

I've tried inserting the lines you suggested *before* the "Params" section, like: Name => 'Database clienti', Module => 'Kernel::System::CustomerUser::DB', SourceCharset => 'utf-8', DestCharset => 'utf-8', Params => { but it didn't change my output. You say "if your remote database is unicode", what do you mean by this? Also tried with: SourceCharset => 'Latin1_General', DestCharset => 'utf-8', but still no success. Where may the problem be? Kind regards, 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

Hello Mike,

No, you should actually include them in the Params section, otherwise they're not used.

OK, put them under the "Params", nothing changed...

Latin1_General is not a character set name, or at least not one recognized by Perl's Encode, it's a MS SQL Server Collation name. Please try iso-8859-1 instead.

Tried with both of them: Params => { SourceCharset => 'iso-8859-1', DestCharset => 'utf-8', and Params => { SourceCharset => 'utf-8', DestCharset => 'utf-8', No way to get some *written* output (you took a look at the output shown in my first post). I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well! Kind regards and thanks again. 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

Hi all At the phone ticket, normally I would need to select a Queue, the queue would consists of a few engineers, they will get the notification, is there a way to display all of the names of the engineers at email notification ? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, November 30, 2010 10:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Troubles viewing output on Customer GUI,MSSQL and charset Flavio, On Tue, Nov 30, 2010 at 3:19 PM, Boniforti Flavio wrote:

Tried with both of them:

No way to get some *written* output (you took a look at the output shown in my first post).

There's one thing to pay attention here: OTRS can cache the results from the database query for a couple of minutes. This means that if you search for 'jim', change your config and again search for 'jim', you'll probably see cached results. In that case, the configuration change did not affect your results. Please remove the cache and/or change TTL to make sure this does not apply to you.

I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well!

Sure, that could help. I remember I used DBD::Sybase once for a customer database from Linux >> MS SQL Server successfully. But DBD::ODBC plus an ODBC driver manager should also work. If you have issues, you can certainly try that. I would not know about failures connecting via isql - you might want to ask on the isql mailing lists for that! -- Mike --------------------------------------------------------------------- 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

All of the engineers (let say 5) in that queue received the notification for the same job, however, at the "To" column of email, there is only one engineer's name displayed, does it possible to display all of it, i.e. 5 names ? so that all of them know who is in the loop of this email. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shrikant k Sent: Wednesday, December 01, 2010 2:12 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Display "To" names hey one way is to make a queue where all the engg are added or generate a notification event when a phone ticket is created otrs should send notification to all agents shrikant On Wed, Dec 1, 2010 at 7:13 AM, Boon Yam wrote: Hi all At the phone ticket, normally I would need to select a Queue, the queue would consists of a few engineers, they will get the notification, is there a way to display all of the names of the engineers at email notification ? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, November 30, 2010 10:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Troubles viewing output on Customer GUI,MSSQL and charset Flavio, On Tue, Nov 30, 2010 at 3:19 PM, Boniforti Flavio wrote:

Tried with both of them:

No way to get some *written* output (you took a look at the output shown in my first post).

There's one thing to pay attention here: OTRS can cache the results from the database query for a couple of minutes. This means that if you search for 'jim', change your config and again search for 'jim', you'll probably see cached results. In that case, the configuration change did not affect your results. Please remove the cache and/or change TTL to make sure this does not apply to you.

I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well!

Sure, that could help. I remember I used DBD::Sybase once for a customer database from Linux >> MS SQL Server successfully. But DBD::ODBC plus an ODBC driver manager should also work. If you have issues, you can certainly try that. I would not know about failures connecting via isql - you might want to ask on the isql mailing lists for that! -- Mike --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

Does it possible to show all of the names of responsible or owners in the email notification ? From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shrikant k Sent: Wednesday, December 01, 2010 2:50 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Display "To" names i dont think its possible i may be wrong as To coloumn is to select a particular queue and owner to set a particular owner u cannot asign multiple owner to a ticket wat u can do is share the responsbility with all ur engg so they follow up On Wed, Dec 1, 2010 at 12:11 PM, Boon Yam wrote: All of the engineers (let say 5) in that queue received the notification for the same job, however, at the "To" column of email, there is only one engineer's name displayed, does it possible to display all of it, i.e. 5 names ? so that all of them know who is in the loop of this email. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shrikant k Sent: Wednesday, December 01, 2010 2:12 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Display "To" names hey one way is to make a queue where all the engg are added or generate a notification event when a phone ticket is created otrs should send notification to all agents shrikant On Wed, Dec 1, 2010 at 7:13 AM, Boon Yam wrote: Hi all At the phone ticket, normally I would need to select a Queue, the queue would consists of a few engineers, they will get the notification, is there a way to display all of the names of the engineers at email notification ? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, November 30, 2010 10:31 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Troubles viewing output on Customer GUI,MSSQL and charset Flavio, On Tue, Nov 30, 2010 at 3:19 PM, Boniforti Flavio wrote:

Tried with both of them:

No way to get some *written* output (you took a look at the output shown in my first post).

There's one thing to pay attention here: OTRS can cache the results from the database query for a couple of minutes. This means that if you search for 'jim', change your config and again search for 'jim', you'll probably see cached results. In that case, the configuration change did not affect your results. Please remove the cache and/or change TTL to make sure this does not apply to you.

I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well!

Sure, that could help. I remember I used DBD::Sybase once for a customer database from Linux >> MS SQL Server successfully. But DBD::ODBC plus an ODBC driver manager should also work. If you have issues, you can certainly try that. I would not know about failures connecting via isql - you might want to ask on the isql mailing lists for that! -- Mike --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

Hello again Mike...

There's one thing to pay attention here: OTRS can cache the results from the database query for a couple of minutes. This means that if you search for 'jim', change your config and again search for 'jim', you'll probably see cached results. In that case, the configuration change did not affect your results. Please remove the cache and/or change TTL to make sure this does not apply to you.

I don't know where to remove cache or change TTL, but for sure it's not "caching" what is disturbing: as I'm running OTRS on a Virtual Machine, and I reboot it when I reboot my PC, I feel it's no caching involved.

...

I understand you know a bit about SQL, therefore I'm bothering a bit further: would it change if I'd use ODBC connection instead of Sybase (like I'm doing now)? Would it be worth a try? If yes, I'd need some help because I already tried to connect via ODBC but keep getting failures (when testing with "isql" command). Instead, tsql command works pretty well!

Sure, that could help. I remember I used DBD::Sybase once for a customer database from Linux >> MS SQL Server successfully.

Could you eventually provide that configuration excerpt?

But DBD::ODBC plus an ODBC driver manager should also work. If you have issues, you can certainly try that.

Well, I'm having issues with ODBC connection using FreeTDS, would it help if I'd be posting my configs here? Kind regards, 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