RE: [otrs] Attachments are cut off...

[Ron Plasse]

I was having the same problem and changed the configuration to use the
file system. There is information in "otrs_admin_book.pdf" in section
17.1.2. The setting you need to change is explained in B.2.4.14 in the
same manual.

I am on Windows and it fixed the problem.



-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Maurice James Ny
Sent: Friday, July 13, 2007 11:00 AM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] Attachments are cut off...

You have to increase the maximum packet size in the mysql config. It's a
mysql setting

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Jeff
Shepherd
Sent: Wednesday, July 11, 2007 12:46 PM
To: User questions and discussions about OTRS.org
Subject: [otrs] Attachments are cut off...

I have OTRS v2.1.7 and anytime a customer or agent includes an  
attachment in the email it gets cut off by OTRS.  So when customers  
send in logs, the logs are removed from the message (even when  
they're compressed using zip, tar, gz, etc.).  We've had to setup a  
completely different email outside of OTRS to have customers send  
their attachments to because of this.  They get to that address fine,  
so I know it's not the mail server removing the attachments.

Additionally, when an Agent sends a customer an email with an  
attachment, it's cutoff and the customer never receives it.  We have  
to upload it to our website for customers to download via HTTP or FTP.

I've gone through 'sysconfig' and set the attachment limit to 50MB,  
set the max email size to 51200 KB (core::postmaster), and set the  
WebMaxFileUpload to 52428800.  None of this seems to help and  
attachments are continuously removed/deleted/cutoff from customer  
messages.

Is there something that I'm missing?  Is there any other changes that  
I can try?

Thanks!
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--
Confidentiality Notice:
This Informatix Incorporated email message is intended only for the
use of the individual or entity to which it is addressed, and may
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[otrs] email

[Andrew Meyer]

I am having some issues getting email out on time.  Sometimes the email
will not go out after answering a ticket for several hours.  I'm not
sure what I did wrong.

Andrew Meyer
Unix Systems Analyst
Precision Practice Management
1300 Hampton Ave., Ste 200
314-787-0681  x39
314-565-0868
BEGIN:VCARD
VERSION:2.1
N:Meyer;Andrew
FN:Andrew Meyer
ORG:;Information Technology
TITLE:Unix Administrator
TEL;WORK;VOICE:314-277-3307
TEL;HOME;VOICE:314-277-3307
TEL;CELL;VOICE:314-565-0868
ADR;WORK:;Hampton;11549 Templar Dr.;Creve Coeur;MO;63141;United States
LABEL;WORK;ENCODING=QUOTED-PRINTABLE:Hampton=0D=0A11549 Templar Dr.=0D=0ACreve Coeur, MO 63141=0D=0AUnited States
EMAIL;PREF;INTERNET:[EMAIL PROTECTED]
REV:20070712T170709Z
END:VCARD
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Re: [otrs] Auto Close old tickets

[Gustavo Azambuja]

how???
in the generic agent it is not possible to be defined whichever days will
have to happen without answer before closing ticket


On 7/13/07, Maurice James Ny <[EMAIL PROTECTED]> wrote:


The generic agent can do this

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Jeff
Shepherd
Sent: Thursday, July 12, 2007 10:03 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Auto Close old tickets

I've actually been curious about this feature/ability in the past.
Is this possible with OTRS?  I've been doing it manually for the past
six months.

-Jeff


On Jul 12, 2007, at 1:33 PM, Gustavo Azambuja wrote:

> Hi, we have lot of much tickets in state open, i want close all
> tickets without response of my clients in last week.
> With Generic Agent i dont do this, this is correct?
> How i do this?
>
>
>
> --
> Saludos,
> Gustavo Azambuja
> Linux User: 275813
> http://gazambuja.ideas3.com
>
> -
> Este mensaje no contiene virus, porque ha sido creado con Linux,
> utilizando Software Libre y auditable.
> This message doesn't contain viruses, because it has been created
> with Linux, using auditable Free Software.
> http://es.wikipedia.org/wiki/Linux_No_Virus_Mail
> -
> ___
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> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
> Support or consulting for your OTRS system?
> => http://www.otrs.com/

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--
Saludos,
Gustavo Azambuja
Linux User: 275813
http://gazambuja.ideas3.com

-
Este mensaje no contiene virus, porque ha sido creado con Linux, utilizando
Software Libre y auditable.
This message doesn't contain viruses, because it has been created with
Linux, using auditable Free Software.
http://es.wikipedia.org/wiki/Linux_No_Virus_Mail
-
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RE: [otrs] Auto Close old tickets

[Maurice James Ny]

The generic agent can do this

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeff
Shepherd
Sent: Thursday, July 12, 2007 10:03 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Auto Close old tickets

I've actually been curious about this feature/ability in the past.   
Is this possible with OTRS?  I've been doing it manually for the past  
six months.

-Jeff


On Jul 12, 2007, at 1:33 PM, Gustavo Azambuja wrote:

> Hi, we have lot of much tickets in state open, i want close all  
> tickets without response of my clients in last week.
> With Generic Agent i dont do this, this is correct?
> How i do this?
>
>
>
> -- 
> Saludos,
> Gustavo Azambuja
> Linux User: 275813
> http://gazambuja.ideas3.com
>
> -
> Este mensaje no contiene virus, porque ha sido creado con Linux,  
> utilizando Software Libre y auditable.
> This message doesn't contain viruses, because it has been created  
> with Linux, using auditable Free Software.
> http://es.wikipedia.org/wiki/Linux_No_Virus_Mail
> -
> ___
> 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
> Support or consulting for your OTRS system?
> => http://www.otrs.com/

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RE: [otrs] Just while I'm asking other questions... Auto Close?

[Maurice James Ny]

You might want to make sure that you unlock it. If you didn't it will still
show up in your QUEUE in a locked status

 

  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Shue, Daniel G.
Sent: Thursday, July 12, 2007 8:19 AM
To: User questions and discussions about OTRS.org
Subject: [otrs] Just while I'm asking other questions... Auto Close?

 

Obviously, Auto Close is pretty self explanatory.  But I tried one, the
"pending auto close+" and once the pending time expired it showed pending
"-21 min" and it did not close.  Can some one give me a little more info on
the pending auto close and the difference between "+" and "-"?

 

Thanks,

 

Daniel

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RE: [otrs] Changing the Customer View

[Maurice James Ny]

Its located here

Config Options: Ticket -> Frontend::Customer::ModuleRegistration

 

You can change the titles to what ever you want.

 

  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Jonathon
Sent: Wednesday, July 11, 2007 1:18 PM
To: 'User questions and discussions about OTRS.org'
Subject: [otrs] Changing the Customer View

 

I have OTRS 2.2.1 and am using it for school district ticket management. I
was wondering if there is an easy way to display the "Company Ticket" as
"School Ticket"? Anyone have any ideas ?

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RE: [otrs] Attachments are cut off...

[Maurice James Ny]

You have to increase the maximum packet size in the mysql config. It's a
mysql setting

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jeff
Shepherd
Sent: Wednesday, July 11, 2007 12:46 PM
To: User questions and discussions about OTRS.org
Subject: [otrs] Attachments are cut off...

I have OTRS v2.1.7 and anytime a customer or agent includes an  
attachment in the email it gets cut off by OTRS.  So when customers  
send in logs, the logs are removed from the message (even when  
they're compressed using zip, tar, gz, etc.).  We've had to setup a  
completely different email outside of OTRS to have customers send  
their attachments to because of this.  They get to that address fine,  
so I know it's not the mail server removing the attachments.

Additionally, when an Agent sends a customer an email with an  
attachment, it's cutoff and the customer never receives it.  We have  
to upload it to our website for customers to download via HTTP or FTP.

I've gone through 'sysconfig' and set the attachment limit to 50MB,  
set the max email size to 51200 KB (core::postmaster), and set the  
WebMaxFileUpload to 52428800.  None of this seems to help and  
attachments are continuously removed/deleted/cutoff from customer  
messages.

Is there something that I'm missing?  Is there any other changes that  
I can try?

Thanks!
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RE: [otrs] default e-mail address

[Maurice James Ny]

You must enable POP3 on your exchange in order to receive emails through
OTRS.

 

  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of pri
pri
Sent: Tuesday, July 10, 2007 7:03 AM
To: otrs@otrs.org
Subject: Re: [otrs] default e-mail address

 

hi there

i went through the documentation and i could not find details about the smtp
settings for sending and receiving e-mails. it only explain for POP3
accounts. we are currently sending and receiving e-mails through exchange
server 2003 using smtp. can somebody help?



thank you


  _  


From:  Stefan Bedorf <[EMAIL PROTECTED]>
Reply-To:  "User questions and discussions about OTRS.org" 
To:  "User questions and discussions about OTRS.org" 
Subject:  Re: [otrs] default e-mail address
Date:  Fri, 06 Jul 2007 18:05:19 +0200
>Hello Pri Pri.
>
>This list is open for your questions and as you can see, people are
>willing to help.
>
>Since you are new with OTRS though, may I suggest reading the OTRS
>documentation first.
>
>At http://doc.otrs.org you can find a list of admin manuals for all
>recent OTRS versions. Just select the one for the version you have
>installed (choose 'en' for english).
>
>These documents guide you through installing and configuring the OTRS
>system and will certainly make your life easier.
>
>If you still have questions afterwards, please feel free to post them here.
>
>
>Kind Regards
>Stefan Bedorf
>
>pri pri schrieb:
> > hi all
> > i am just getting used to the otrs system. when i compose from the
> > system the sender's address is [EMAIL PROTECTED] .
> > how can i change this?
> > we are running otrs on windows sbs 2003
> > thank you
> >
> >
> > 
> > Catch the complete World Cup coverage with MSN
> > 
> >
> >
> > 
> >
> > ___
> > 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
> > Support or consulting for your OTRS system?
> > => http://www.otrs.com/
>
>___
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  _  

Shaadi.com Matrimonials Register FREE!
  

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RE: [otrs] Text/plain vs text/HTML

[Maurice James Ny]

Config Options: Ticket -> Core::PostMaster

 

Type HTML in your sysconfig search

 

  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Arnold, Andrew
Sent: Tuesday, July 10, 2007 5:25 AM
To: User questions and discussions about OTRS.org
Subject: FW: [otrs] Text/plain vs text/HTML

 

Hi, any ideas abou this please peoples.

 

Ta

 

  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Arnold, Andrew
Sent: 11 June 2007 14:26
To: User questions and discussions about OTRS.org
Subject: [otrs] Text/plain vs text/HTML

O/S WinXP Pro

OTRS Version:   OTRS 2.1.2

 

I recently changed the format of all e-mails sent by OTRS to HTML instead of
Plain e-mail. This worked fine but I now want to change this back but cannot
remember where to make this change, can someone please let me know where
this is.

 

Thanks 

 

Andrew Arnold

 

This message is confidential and may be legally privileged or otherwise
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Copyright in documents created by or on behalf of this firm remains vested
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RE: [otrs] default e-mail address

[Maurice James Ny]

Ensure that your exchange is allowing POP3 connections for the account that
you are using to retrieve the messages. That same account must be used to
send emails via SMTP smart host

 

  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of pri
pri
Sent: Tuesday, July 10, 2007 5:21 AM
To: otrs@otrs.org
Subject: Re: [otrs] default e-mail address

 

hi there

i read the documentation. but i am still having trouble configuring sending
and receiving e-mails.

can somebody tell the exact settings for receiving and sending e-mails.
cause everytime i seem to miss out on something.we are using otrs on windows
sbs 2003 with exchange server 2003. 

if possible please tell me the exact settings

thank you


  _  


From:  Stefan Bedorf <[EMAIL PROTECTED]>
Reply-To:  "User questions and discussions about OTRS.org" 
To:  "User questions and discussions about OTRS.org" 
Subject:  Re: [otrs] default e-mail address
Date:  Fri, 06 Jul 2007 18:05:19 +0200
>Hello Pri Pri.
>
>This list is open for your questions and as you can see, people are
>willing to help.
>
>Since you are new with OTRS though, may I suggest reading the OTRS
>documentation first.
>
>At http://doc.otrs.org you can find a list of admin manuals for all
>recent OTRS versions. Just select the one for the version you have
>installed (choose 'en' for english).
>
>These documents guide you through installing and configuring the OTRS
>system and will certainly make your life easier.
>
>If you still have questions afterwards, please feel free to post them here.
>
>
>Kind Regards
>Stefan Bedorf
>
>pri pri schrieb:
> > hi all
> > i am just getting used to the otrs system. when i compose from the
> > system the sender's address is [EMAIL PROTECTED] .
> > how can i change this?
> > we are running otrs on windows sbs 2003
> > thank you
> >
> >
> > 
> > Catch the complete World Cup coverage with MSN
> > 
> >
> >
> > 
> >
> > ___
> > 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
> > Support or consulting for your OTRS system?
> > => http://www.otrs.com/
>
>___
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  _  

Real Estate classifieds on MSN - for free. www.yello.in
  

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RE: [otrs] Problems downloading email from server.

[Maurice James Ny]

Run the PostMasterPOP3.pl script manually and watch the output. Post back
what you see.

 

  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Dan
King
Sent: Monday, July 09, 2007 2:58 PM
To: User questions and discussions about OTRS.org
Subject: [otrs] Problems downloading email from server.

 

I am having an issue but I have no idea where to look. I have an email
address that I want OTRS to download all the emails from. I thought this was
working on Friday before I went home for the weekend. I seem to have come in
this morning and it won’t retrieve the emails and place them in the queue. I
am positive I have the pop3 set up correct. I haven’t made any changes
except for installing a bunch of the extra packages. The Calendar, Survey,
FAQ, Benchmark, SystemStatus, and WebWatcher are the packages I have
installed.

 

Does anyone know where I can start looking for error messages and the such?
I don’t see any at all and not sure where to look. OTRS will refresh but
there is no error message when it does and the emails stay in outlooks
inbox.

 

Thanks for the help.

 

Dan King
Software Developer
Canadian Resident Matching Service
613.237.0075  ext. 241
(Toll free) 877.CARMS.42
171 Nepean Street, Suite 300
Ottawa, ON, CANK2P 0B4
  www.carms.ca




This e-mail message, including any attachments, is for the sole use of the
intended recipients and may contain confidential and or privileged
information.  If you are not the intended recipient or this information has
been forwarded in error, please contact the sender by reply e-mail and
destroy copies of the original message.  Ce message (incluant toute pièce
jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une
personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des
renseignements confidentiels ou protégés.  Si vous l'avez reçu par erreur,
nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas
divulguer son contenu et de le supprimer de votre système. Merci.

 

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RE: [otrs] upgrade OTRS 2.1.7 to 2.2.1

[Maurice James Ny]

Once you complete the rpm upgrade you must run the DB upgrade script.

 

  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
bradis
Sent: Monday, July 09, 2007 8:46 AM
To: User questions and discussions about OTRS.org
Subject: [otrs] upgrade OTRS 2.1.7 to 2.2.1

 

So, did anyone already made it ?

Vbrgs!

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RE: [otrs] Ideas and requests for the otrs.org Web site

[Maurice James Ny]

I have a few. I will send them as I remember.
Here is one that I remember:

- OTRS tip of the day

Make it one of those obscure option or configurations that no one really is
too familiar with. 


-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Bodo
Bauer
Sent: Friday, July 13, 2007 5:25 AM
To: User questions and discussions about OTRS.org
Subject: [otrs] Ideas and requests for the otrs.org Web site

Hi,

we are thinking of redoing our otrs.org Web site with a fresh new
design. But the design is not what makes a community site, it's the
content and the features it offers to the users, the OTRS community.

As you are our community, we'd like to ask you what you like to see on
the .org site. We're looking for things you are missing on the current
site as well as stuff you don't want to see there. 

We are in a very early planing state. Please take this as a request for
brain storing, no more no less.

You can send your ideas to the list, or as directly to me. Please keep
it high level. We're not discussing implementation and don't want to
start a discussion about CRMs. We're looking for features that should be
offered to make you happy. We'll review, sort and maybe implement them.
For now let's talk about the 'What' not the 'How' :)

Thanks for your help!

Your ((otrs)) Team

-- 
((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: D - 61352 Bad Homburg
 Fon: +49 (0) 6172 681988 0 :: Fax: +49 (0) 9421 56818 18
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[otrs] RE: removing system notes in zoom view

[Jonathan Larsen]

 

In the zoom view it also shows when the system sent a
reply back to follow-ups or new tickets.  Is there away to not show what
the system does in the zoom view?  I tried searching the archives and in
the system config and couldn't find anything.  

Also is there away to remove all the other languages of
notifications in Notification Management.  For example, I only need it
to show the en::add::your::notification::here.  I don't need the
others...

 

 

 

Jonathan Larsen

Mountain West Heart Center 

IT Dept

[EMAIL PROTECTED]

801.270.4108

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[otrs] can tickets be timed?

[pri pri]

hi all
 i have just started using otrs. is it possible to time the tickets such that they automatically move to the next queue instead of moving them everytime??
thank you
 Tried the new MSN Messenger? It’s cool! Download now. 

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RE: [otrs] type,service and SLA

[Muhammad Toha Supriyadi]

Thx you Mr Damien



-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Damien BASTIE
Sent: Friday, July 13, 2007 4:39 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] type,service and SLA


> I want to know how to use type, service and SLA in OTRS 2.2.1.
> I already add type, service, SLA and I allocate customer to use the 
> service,
> But the problem is in the customer frontend for create new ticket 
> there are no item for SLA in it.

Activate it :
In Sysconfig --> Config Options: Ticket -> Core::Ticket

and set to yes :
Ticket::Service:
If ticket service/SLA feature is enabled, you can define ticket 
services and SLAs for tickets (e. g. email, desktop, network, ...).


But i have a problem, when a Customer send a tickets there is no 
specific SLA applied


Damien BASTIE

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Re: [otrs] type,service and SLA

[Damien BASTIE]

I want to know how to use type, service and SLA in OTRS 2.2.1.
I already add type, service, SLA and I allocate customer to use the 
service,
But the problem is in the customer frontend for create new ticket 
there are no item for SLA in it.


Activate it :
In Sysconfig --> Config Options: Ticket -> Core::Ticket

and set to yes :
Ticket::Service:
If ticket service/SLA feature is enabled, you can define ticket 
services and SLAs for tickets (e. g. email, desktop, network, ...).



But i have a problem, when a Customer send a tickets there is no 
specific SLA applied



Damien BASTIE

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[otrs] Ideas and requests for the otrs.org Web site

[Bodo Bauer]

Hi,

we are thinking of redoing our otrs.org Web site with a fresh new
design. But the design is not what makes a community site, it's the
content and the features it offers to the users, the OTRS community.

As you are our community, we'd like to ask you what you like to see on
the .org site. We're looking for things you are missing on the current
site as well as stuff you don't want to see there. 

We are in a very early planing state. Please take this as a request for
brain storing, no more no less.

You can send your ideas to the list, or as directly to me. Please keep
it high level. We're not discussing implementation and don't want to
start a discussion about CRMs. We're looking for features that should be
offered to make you happy. We'll review, sort and maybe implement them.
For now let's talk about the 'What' not the 'How' :)

Thanks for your help!

Your ((otrs)) Team

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Re: [otrs] Getting ticket hook through API

[Patric]

Patric wrote:
The API does not seem to provide any way to retrieve the ticket hook, is 
anybody aware of a way to do this?


Managed to answer my own question...

#!/usr/bin/perl -w

use Kernel::System::Config;
...
# Create a new System Config Object
my $ConfigToolObject = Kernel::System::Config->new(
LogObject => $LogObject,
ConfigObject => $ConfigObject,
DBObject => $DBObject,
TimeObject => $TimeObject,
);
...
# Get the ticket hook
my %ConfigValues = $ConfigToolObject->ConfigItemGet(
Name => 'Ticket::Hook',
);

my $TicketHook = $ConfigValues{'Setting'}[1]{'String'}[1]{'Content'};


Thanks



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[otrs] file manager error

[Muhammad Toha Supriyadi]

I've add module file manager in my OTRS, but I got errors when I delete or
download file that I've been uploaded.

My OTRS is in ms windows.

 

These the errors :

 

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Fri Jul 13 15:06:07 2007

Message: ?

Traceback (1300): 
   Module: Kernel::Output::HTML::Layout::Error (v1.48) Line: 1132
   Module: Kernel::Output::HTML::Layout::FatalError (v1.48) Line: 1074
   Module: Kernel::Modules::AgentFileManager::Run (v1.8) Line: 272
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670
   Module:
ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::h
andler (v) Line: 47
   Module: (eval) (v1.81) Line: 203
   Module: ModPerl::RegistryCooker::run (v1.81) Line: 203
   Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169
   Module: ModPerl::Registry::handler (v1.99) Line: 30

 

Someone can help me?

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[otrs] type,service and SLA

[Muhammad Toha Supriyadi]

Dear all,

 

 

I want to know how to use type, service and SLA in OTRS 2.2.1.

I already add type, service, SLA and I allocate customer to use the service,

But the problem is in the customer frontend for create new ticket there are
no item for SLA in it.

 

Please help me.

 

Best Regard,

 

 

Muhammad Toha Supriyadi

 

 

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[otrs] [SOLVED] constant long delay in AgentRespond AgentTicketCompose

[Falko Zurell]

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

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Am 11.07.2007 um 16:02 schrieb <[EMAIL PROTECTED]> [EMAIL PROTECTED]>:



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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)


--

Message: 1
Date: Wed, 11 Jul 2007 11:35:08 +0200
From: Patric <[EMAIL PROTECTED]>
Subject: Re: [otrs] OTRS 2.1 SOAP interface
To: "User questions and discussions about OTRS.org" 
Message-ID: <[EMAIL PROTECTED]>
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 => '[EMAIL PROTECTED]',
>   To => '[EMAIL PROTECTED]',
>   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

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Message: 2
Date: Wed, 11 Jul 2007 11:37:53 +0200
From: "Nils Breunese (Lemonbit)" <[EMAIL PROTECTED]>
Subject: Re: [otrs] General FAQ
To: "User questions and discussions about OTRS.org" 
Message-ID: <[EMAIL PROTECTED]>
Content-Ty