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#'; > $Self->{TicketHook} = '??#'; Is this a localization issue or limitation? shozo ----- Original Message ----- From: "murahashi" <[EMAIL PROTECTED]> To: <[EMAIL PROTECTED]> Sent: Thursday, December 12, 2002 10:05 AM Subject: Re: [otrs] cusomter's reply does not come in the ticket, and newticket > is created! > Hi Martin, > > Thank you for your suggestion. > I did it as you show. It worked! Strange! > My session showed below. > I can see the follow up test came in the ticket certainly from agent view. > > By the way, I could not find otrs log file in spite of Config.pm definition. > Where is log file? Is my config wrong? > > shozo > ------------------------------------------------------- > [otrs@www OpenTRS]$ cat test.box > From: <[EMAIL PROTECTED]> > To: [EMAIL PROTECTED] > 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: <[EMAIL PROTECTED]> > To: [EMAIL PROTECTED] > Subject: follow up test > MessageID: > Queue: Raw > > > [otrs@www OpenTRS]$ cat test2.box > From: <[EMAIL PROTECTED]> > To: [EMAIL PROTECTED] > 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: <[EMAIL PROTECTED]> > To: [EMAIL PROTECTED] > 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: <[EMAIL PROTECTED]> > > To: [EMAIL PROTECTED] > > 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: <[EMAIL PROTECTED]> > > To: [EMAIL PROTECTED] > > 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 > _______________________________________________ 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