Re: [otrs] cusomter's reply does not come in the ticket, and new ticket > is created!

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Dair Grant

11 Dec 2002 11 Dec '02

12:19 p.m.

murahashi wrote:

...

Incomming new email dispached and our system generate new ticket well. But cusomter's reply does not come in the ticket, and new ticket is created. I 'm confusing and I can't find where should I check?

Check the AdminArea->Queue settings for that queue, and make sure that the "Follow up Option" menu is set to "possible" rather than "new ticket" (assuming the English language files). We've just started using OTRS a couple of days ago, and had the same problem... It might be an idea to change the text for that menu item to "add to existing ticket", as it didn't occur to me that "possible" meant it would find an existing ticket. I only realised after digging through the code and back-tracking to how that option is applied. :-) Other than that though, I'm very impressed with OTRS - we're running it on Mac OS X 10.1 and 10.2, and it's working perfectly. BTW, what is the preferred way to submit patches? We have a couple of minor changes we'd like to send back (e.g., we run the server on a non-standard port, and would like to be able to generate URLs as //host:port/ if port is != 80) at some point. -dair __________________________________________________ mailto:dair@zonic.co.uk http://www.zonic.co.uk/

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murahashi

11 Dec 11 Dec

1:45 p.m.

New subject: cusomter's reply does not come in the ticket, and newticket > is created!

Thanks dair,

...

...
Incomming new email dispached and our system generate new ticket well. But cusomter's reply does not come in the ticket, and new ticket is created. I 'm confusing and I can't find where should I check?

Check the AdminArea->Queue settings for that queue, and make sure that the "Follow up Option" menu is set to "possible" rather than "new ticket" (assuming the English language files). We've just started using OTRS a couple of days ago, and had the same problem...

I set 'Follow up option' to 'possible' for RAW queue but it's same. Is there any other settings or configuration? Agent's reply , customer' web request, system autoresponse and add note works good. I'm looking into Postmaseter.pm but ... Any other suggestion?

...

It might be an idea to change the text for that menu item to "add to existing ticket", as it didn't occur to me that "possible" meant it would find an existing ticket. I only realised after digging through the code and back-tracking to how that option is applied. :-)

I think "add to existing ticket" is easy to understand for me. Thank you dair. shozo

Martin Edenhofer

11:21 p.m.

New subject: cusomter's reply does not come in the ticket, and newticket > is created!

Hi Shozo, On Wed, Dec 11, 2002 at 10:45:52PM +0900, murahashi wrote:

...

...
...
I 'm confusing and I can't find where should I check?

Check the AdminArea->Queue settings for that queue, and make sure that the "Follow up Option" menu is set to "possible" rather than "new ticket" (assuming the English language files). We've just started using OTRS a couple of days ago, and had the same problem...

I set 'Follow up option' to 'possible' for RAW queue but it's same. Is there any other settings or configuration? Agent's reply , customer' web request, system autoresponse and add note works good. I'm looking into Postmaseter.pm but ... Any other suggestion?

Ok, set the debug from Kernel/System/PostMaster.pm to 2 [...] # for debug 0=off; 1=info; 2=on $Self->{Debug} = 2; [...] Put this demo email (without <snip>) in a file (e. g. test.box) <snip> From: To: XX@XX.com Subject: follow up test simple test </snip> cat this file through PostMaster.pl (cat test.box | /path/to/otrs/bin/PostMaster.pl) the new ticket should be shown in a queue. Add the new ticket number to the test.box <snip> From: To: XX@XX.com Subject: [Ticket#: ?????????] follow up test simple test </snip> cat it again through PostMaster.pl (cat test.box | /path/to/otrs/bin/PostMaster.pl) Is it now a follow up? What is in the log file between "Global OTRS email handle (PostMaster.pl) started..." and "Global OTRS email handle (PostMaster.pl) stoped."?

...

shozo

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address.

murahashi

12 Dec 12 Dec

1:05 a.m.

New subject: cusomter's reply does not come in the ticket, and newticket > is created!

Hi Martin, Thank you for your suggestion. I did it as you show. It worked! Strange! My session showed below. I can see the follow up test came in the ticket certainly from agent view. By the way, I could not find otrs log file in spite of Config.pm definition. Where is log file? Is my config wrong? shozo ------------------------------------------------------- [otrs@www OpenTRS]$ cat test.box From: To: XX@XX.com Subject: follow up test simple test [otrs@www OpenTRS]$ cat test.box | /home/sites/site14/OpenTRS/bin/PostMaster.pl Constant subroutine __need___va_list undefined at /usr/lib/perl5/5.00503/i386-linux/stdarg.ph line 9. New Ticket created! TicketNumber: 2002121210000012 TicketID: 22 Priority: normal State: new CustomerID: Odd number of elements in hash assignment at /usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305. Odd number of elements in hash assignment at /usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305. Odd number of elements in hash assignment at /usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305. Odd number of elements in hash assignment at /usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305. From: To: XX@XX.com Subject: follow up test MessageID: Queue: Raw [otrs@www OpenTRS]$ cat test2.box From: To: XX@XX.com Subject: [ ??#: 2002121210000012 ] follow up test simple test [otrs@www OpenTRS]$ cat test2.box | /home/sites/site14/OpenTRS/bin/PostMaster.pl Constant subroutine __need___va_list undefined at /usr/lib/perl5/5.00503/i386-linux/stdarg.ph line 9. Follow up Ticket TicketNumber: 2002121210000012 From: To: XX@XX.com Subject: [ ??#: 2002121210000012 ] follow up test MessageID: State: open [otrs@www OpenTRS]$ ------------------------------------------------- Config.pm ## $Self->{TicketHook} = 'Ticket#'; $Self->{TicketHook} = '??#'; # ----------------------------------------------------# # LogModule # # ----------------------------------------------------# # (log backend module) # $Self->{LogModule} = 'Kernel::System::Log::SysLog'; # $Self->{LogModule} = 'Kernel::System::Log::File'; $Self->{LogModule} = 'Kernel::System::Log::SysLog'; # param for LogModule Kernel::System::Log::File (required!) $Self->{'LogModule::LogFile'} = '/tmp/otrs.log';

...

Hi Shozo,

On Wed, Dec 11, 2002 at 10:45:52PM +0900, murahashi wrote:

...
...
...
I 'm confusing and I can't find where should I check?

Check the AdminArea->Queue settings for that queue, and make sure that the "Follow up Option" menu is set to "possible" rather than "new ticket" (assuming the English language files). We've just started using OTRS a couple of days ago, and had the same problem...

I set 'Follow up option' to 'possible' for RAW queue but it's same. Is there any other settings or configuration? Agent's reply , customer' web request, system autoresponse and add note works good. I'm looking into Postmaseter.pm but ... Any other suggestion?

Ok, set the debug from Kernel/System/PostMaster.pm to 2

[...] # for debug 0=off; 1=info; 2=on $Self->{Debug} = 2; [...]

Put this demo email (without <snip>) in a file (e. g. test.box)

<snip> From: To: XX@XX.com Subject: follow up test

simple test </snip>

cat this file through PostMaster.pl (cat test.box | /path/to/otrs/bin/PostMaster.pl) the new ticket should be shown in a queue.

Add the new ticket number to the test.box

<snip> From: To: XX@XX.com Subject: [Ticket#: ?????????] follow up test

simple test </snip>

cat it again through PostMaster.pl (cat test.box | /path/to/otrs/bin/PostMaster.pl)

Is it now a follow up?

What is in the log file between "Global OTRS email handle (PostMaster.pl) started..." and "Global OTRS email handle (PostMaster.pl) stoped."?

...
shozo

Martin

murahashi

1:27 a.m.

New subject: cusomter's reply does not come in the ticket, and newticket > is created!

Hi Martin, I found what is the reason. I changed TicketHook in config.pm from 'ticket' to 8bit-2byte code. I don't know why , but change back to 'ticket' , it works.

...

Config.pm ## $Self->{TicketHook} = 'Ticket#'; $Self->{TicketHook} = '??#';

Is this a localization issue or limitation? shozo ----- Original Message ----- From: "murahashi" To: Sent: Thursday, December 12, 2002 10:05 AM Subject: Re: [otrs] cusomter's reply does not come in the ticket, and newticket > is created!

...

Hi Martin,

Thank you for your suggestion. I did it as you show. It worked! Strange! My session showed below. I can see the follow up test came in the ticket certainly from agent view.

By the way, I could not find otrs log file in spite of Config.pm definition. Where is log file? Is my config wrong?

shozo ------------------------------------------------------- [otrs@www OpenTRS]$ cat test.box From: To: XX@XX.com Subject: follow up test

simple test [otrs@www OpenTRS]$ cat test.box | /home/sites/site14/OpenTRS/bin/PostMaster.pl Constant subroutine __need___va_list undefined at /usr/lib/perl5/5.00503/i386-linux/stdarg.ph line 9. New Ticket created! TicketNumber: 2002121210000012 TicketID: 22 Priority: normal State: new CustomerID: Odd number of elements in hash assignment at /usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305. Odd number of elements in hash assignment at /usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305. Odd number of elements in hash assignment at /usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305. Odd number of elements in hash assignment at /usr/lib/perl5/site_perl/5.005/MIME/Words.pm line 305. From: To: XX@XX.com Subject: follow up test MessageID: Queue: Raw

[otrs@www OpenTRS]$ cat test2.box From: To: XX@XX.com Subject: [ ??#: 2002121210000012 ] follow up test

simple test [otrs@www OpenTRS]$ cat test2.box | /home/sites/site14/OpenTRS/bin/PostMaster.pl Constant subroutine __need___va_list undefined at /usr/lib/perl5/5.00503/i386-linux/stdarg.ph line 9. Follow up Ticket TicketNumber: 2002121210000012 From: To: XX@XX.com Subject: [ ??#: 2002121210000012 ] follow up test MessageID: State: open [otrs@www OpenTRS]$

------------------------------------------------- Config.pm ## $Self->{TicketHook} = 'Ticket#'; $Self->{TicketHook} = '??#';

# ----------------------------------------------------# # LogModule # # ----------------------------------------------------# # (log backend module) # $Self->{LogModule} = 'Kernel::System::Log::SysLog'; # $Self->{LogModule} = 'Kernel::System::Log::File'; $Self->{LogModule} = 'Kernel::System::Log::SysLog'; # param for LogModule Kernel::System::Log::File (required!) $Self->{'LogModule::LogFile'} = '/tmp/otrs.log';

...
Hi Shozo,

On Wed, Dec 11, 2002 at 10:45:52PM +0900, murahashi wrote:

...
...
...
I 'm confusing and I can't find where should I check?

Check the AdminArea->Queue settings for that queue, and make sure that the "Follow up Option" menu is set to "possible" rather than "new ticket" (assuming the English language files). We've just started using OTRS a couple of days ago, and had the same problem...

I set 'Follow up option' to 'possible' for RAW queue but it's same. Is there any other settings or configuration? Agent's reply , customer' web request, system autoresponse and add note works good. I'm looking into Postmaseter.pm but ... Any other suggestion?

Ok, set the debug from Kernel/System/PostMaster.pm to 2

[...] # for debug 0=off; 1=info; 2=on $Self->{Debug} = 2; [...]

Put this demo email (without <snip>) in a file (e. g. test.box)

<snip> From: To: XX@XX.com Subject: follow up test

simple test </snip>

cat this file through PostMaster.pl (cat test.box | /path/to/otrs/bin/PostMaster.pl) the new ticket should be shown in a queue.

Add the new ticket number to the test.box

<snip> From: To: XX@XX.com Subject: [Ticket#: ?????????] follow up test

simple test </snip>

cat it again through PostMaster.pl (cat test.box | /path/to/otrs/bin/PostMaster.pl)

Is it now a follow up?

What is in the log file between "Global OTRS email handle (PostMaster.pl) started..." and "Global OTRS email handle (PostMaster.pl) stoped."?

...
shozo

Martin

_______________________________________________ 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

Martin Edenhofer

5:38 p.m.

New subject: cusomter's reply does not come in the ticket, and newticket > is created!

Hi Shozo, On Thu, Dec 12, 2002 at 10:27:08AM +0900, murahashi wrote:

...

I found what is the reason. I changed TicketHook in config.pm from 'ticket' to 8bit-2byte code. I don't know why , but change back to 'ticket' , it works.

...
Config.pm ## $Self->{TicketHook} = 'Ticket#'; $Self->{TicketHook} = '??#';

Is this a localization issue or limitation?

I think it's a perl problem... maybe you can create a bug-report on http://bugs.otrs.org/ and attach a sample 8bit-2byte email (so I have more to test). Thanks! :)

...

shozo

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "The number of Unix installations has grown to 10, with more expected." The Unix Programmer's Manual, 2nd Edition, June 1972

Martin Edenhofer

5:40 p.m.

New subject: cusomter's reply does not come in the ticket, and newticket > is created!

Hi Shozo, On Thu, Dec 12, 2002 at 10:05:31AM +0900, murahashi wrote:

...

[...] By the way, I could not find otrs log file in spite of Config.pm definition. Where is log file? Is my config wrong?

The default log module (Kernel::System::Log::SysLog) logs into your syslogd. -=> e. g. /var/log/messages

...

shozo

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 6:38pm up 49 days, 21:12, 5 users, load average: 0.21, 0.10, 0.06

Martin Edenhofer

11 Dec 11 Dec

11:24 p.m.

New subject: cusomter's reply does not come in the ticket, and new ticket > is created!

Hi Dair, On Wed, Dec 11, 2002 at 12:19:44PM +0000, Dair Grant wrote:

...

[...] Other than that though, I'm very impressed with OTRS - we're running it on Mac OS X 10.1 and 10.2, and it's working perfectly.

Cool! :-)

...

BTW, what is the preferred way to submit patches? We have a couple of minor changes we'd like to send back (e.g., we run the server on a non-standard port, and would like to be able to generate URLs as //host:port/ if port is != 80) at some point.

dev at otrs.org for patches! :-)) PS: The web frontend should work with http://host:port/.

...

-dair

Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- nohl: 12:21am up 49 days, 2:56, 5 users, load average: 0.14, 0.23, 0.13

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Dair Grant
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