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
> >
>
>
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