Hello List, I've solved the problem with the constant long delay on Agent Respond. The problem was a misconfigured DNS setup. The first DNS in the /etc/ resolv.conf wasn't reachable and caused a TCP timeout of app. 10 sec. When an agents clicks on the response by email link then the OTRS seems to check if the sender domain name exists in the DNS. If there is a problem in the DNS setup you will see a delay here. Fixing the DNS solved the problem for me. 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 _______________________________________________ Board: Regine Haschka-Helmer (CEO), Franz Klose (CFO) Chairman of the Supervisory Board: Christian A. Hufnagl Headquarters: Berlin, Place of Jurisdiction: Berlin HRB 76342 UST-Id. DE812698340 _______________________________________________ This message may contain confidential information and must not be copied, disclosed or used by anybody other than the intended recipient. If you have received this message in error, please notify us immediately by reply e-mail and delete all records of the message from your computer. The views represented in this message are solely those of the author. Neither the author nor I-D Media AG accepts any liability for the contents of this message. Am 11.07.2007 um 16:02 schrieb :

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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)

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Message: 1 Date: Wed, 11 Jul 2007 11:35:08 +0200 From: Patric Subject: Re: [otrs] OTRS 2.1 SOAP interface To: "User questions and discussions about 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.

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Message: 2 Date: Wed, 11 Jul 2007 11:37:53 +0200 From: "Nils Breunese (Lemonbit)" Subject: Re: [otrs] General FAQ To: "User questions and discussions about 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.