Re: [otrs] Create ticket from external app
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi Tim, Tim Squires schrieb: Hi, After digging round for a few hours, I've not found a solution and was wandering if anyone here could help We have a java based web application and OTRS, both used by the call centre. Currently they have to switch from one application to the other when raising tickets and fill in all the the details again. We would like the java app to be able to create customers and tickets on OTRS. I've messed around with the email interface but that's not ideal because we want the call centre to be able to click a button on the java app and it take them to a ticket page on OTRS with all the fields already filled. The perfect solution would be an http api for a web service. Could someone please either point me to an api I have missed or put me out of my misery? (1) Write a java-based OTRS-client ;-) (2) try using the RPC-Interface of OTRS (OTRS_HOME/bin/xmlrpc.pl) from the java-app to create a ticket or to access any OTRS-content regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFJi/4gvXo8m5PgoXQRAr/YAJ42dnXkM1ERVYLOXXq1Z1Yz0I2wGACeNSuf S7Svvot2tJh3R8mUbYEE6Ok= =7crb -END PGP SIGNATURE- ___ 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
Re: [otrs] Error Logs for OTRS ( Web server error logs )
Hi Nadeem, the 'tmp' directory in /opt/otrs/var and its subdirectories should chmod'ed to 777. Do you have used the SetPermission.sh script? (see http://ftp.otrs.org/pub/otrs/doc/doc-admin/2.3/en/html/x414.html) If not, please do so. Cheers, Renee Nadeem Ahmad schrieb: Hi We are getting below error messages in our Web server error log messages and can any one help what is this means. How can I fix them? Thank you so much. - [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Message: Can't write '/opt/otrs/var/tmp/Cache//TicketEscalation/8097ad4c7c9f480e6ca5d3ead37cbf1d' : Permission denied, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Traceback (4780): , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: Kernel::System::Main::FileWrite (v1.27) Line: 424, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: Kernel::System::Cache::File::Set (v1.17) Line: 94, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: Kernel::System::Cache::Set (v1.11) Line: 117, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: Kernel::Output::HTML::NotificationAgentTicketEscalation::Run (v1.27.2.1) Line: 184, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: Kernel::Output::HTML::Layout::NavigationBar (v1.110) Line: 3068, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: Kernel::Modules::AgentTicketQueue::Run (v1.54) Line: 110, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Feb 4 16:35:07 2009, referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] Message: Can't write '/opt/otrs/var/tmp/Cache//TicketEscalation/8097ad4c7c9f480e6ca5d3ead37cbf1d' : Permission denied, referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] Traceback (4922): , referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7]Module: Kernel::System::Main::FileWrite (v1.27) Line: 424, referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f -- Nadeem Ahmad Associate Network Administrator Network Operations Centre I2c Incorporated Web site: http://www.i2cinc.com Office-USA: (650) 593 5400 ext 4097 24x7 NOC: (650) 593 5400 Option 3/Option 3 Office-Pakistan: (042) 111.000.911 ext 163/164 Email: anad...@i2cinc.com Timings: Mon - Fri 08:00 PM - 06:00 AM PST ___ 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:
Re: [otrs] Upgrading from 2.1.4 to latest - CentOS 64-bit
The difference of these two installations is rather daunting - I've tried messing around with a test site and it failed miserably.One notable thing is that my Output/HTML files aren't even part of the equation anymore, and I did a whole lot of customization in that area. Is there no appropriate patching system to OTRS other than wiping your entire customization and praying the Config files relink? Thanks, Shawn Q. On Thu, 2009-02-05 at 11:45 -0500, Shawn wrote: Hi, I am having some minor difficulty locating an appropriate upgrade guide to step up from OTRS 2.1.4 to the latest version. I'm worried I need to do individual patches, instead of compiling the latest source on top of the existing installation (although with backups and diff tests, I suspect this could be accomplished) - does anyone have input on upgrades like this? The 2.1.4 package was my first install a few months ago, and it's finally off the ground, however, I can't perform some advanced functions until we officially upgrade - according to the OTRS bug team. The following is some version info: Linux version 2.6.18-92.1.10.el5 (mockbu...@builder10.centos.org) (gcc version 4.1.2 20071124 (Red Hat 4.1.2-42)) #1 SMP Tue Aug 5 07:42:41 EDT 2008 OTRS Version: 2.1.4 Perl Version: v5.8.8 built for x86_64-linux-thread-multi Thanks, - Shawn Q. ___ 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
Re: [otrs] Create ticket from external app
Thanks Leonardo,Torsten and Daniel I've tried the email solution and it works ok. The users don't like it because the polling on the mail server can leave them (and the customer) waiting for a minute or so - company email server, nothing I can do. I think the RPC/SOAP interface looks the most optimistic. I'm just starting to create a simple API based on the RPC. Once it's done and tested here, I'll see if I can release it in case anyone else would find it useful. Thanks again, Tim Easiest would be to create an email with the proper X-OTRS-Headers already set. Thus you can fill in whatever fields needed with whatever data you have in the interface. Greets Daniel -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Tim Squires Gesendet: Donnerstag, 5. Februar 2009 21:39 An: otrs@otrs.org Betreff: [otrs] Create ticket from external app Hi, After digging round for a few hours, I've not found a solution and was wandering if anyone here could help We have a java based web application and OTRS, both used by the call centre. Currently they have to switch from one application to the other when raising tickets and fill in all the the details again. We would like the java app to be able to create customers and tickets on OTRS. I've messed around with the email interface but that's not ideal because we want the call centre to be able to click a button on the java app and it take them to a ticket page on OTRS with all the fields already filled. The perfect solution would be an http api for a web service. Could someone please either point me to an api I have missed or put me out of my misery? Thanks for your help, Tim ___ 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 ___ 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
Re: [otrs] Create ticket from external app
Depending on your setup (app has direct access to otrs server) you could pipe the mail directly into the Postmaster. There's no need to take the way across the company's mail server. Then the response should be realtime. Still sounds easier than fiddling around with the API. Greets d -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Tim Squires Gesendet: Freitag, 6. Februar 2009 16:14 An: User questions and discussions about OTRS. Betreff: Re: [otrs] Create ticket from external app Thanks Leonardo,Torsten and Daniel I've tried the email solution and it works ok. The users don't like it because the polling on the mail server can leave them (and the customer) waiting for a minute or so - company email server, nothing I can do. I think the RPC/SOAP interface looks the most optimistic. I'm just starting to create a simple API based on the RPC. Once it's done and tested here, I'll see if I can release it in case anyone else would find it useful. Thanks again, Tim Easiest would be to create an email with the proper X-OTRS-Headers already set. Thus you can fill in whatever fields needed with whatever data you have in the interface. Greets Daniel -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Tim Squires Gesendet: Donnerstag, 5. Februar 2009 21:39 An: otrs@otrs.org Betreff: [otrs] Create ticket from external app Hi, After digging round for a few hours, I've not found a solution and was wandering if anyone here could help We have a java based web application and OTRS, both used by the call centre. Currently they have to switch from one application to the other when raising tickets and fill in all the the details again. We would like the java app to be able to create customers and tickets on OTRS. I've messed around with the email interface but that's not ideal because we want the call centre to be able to click a button on the java app and it take them to a ticket page on OTRS with all the fields already filled. The perfect solution would be an http api for a web service. Could someone please either point me to an api I have missed or put me out of my misery? Thanks for your help, Tim ___ 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 ___ 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
[otrs] Error Logs for OTRS ( Web server error logs )
Hi We are getting below error messages in our Web server error log messages and can any one help what is this means. How can I fix them? Thank you so much. - [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Message: Can't write '/opt/otrs/var/tmp/Cache//TicketEscalation/8097ad4c7c9f480e6ca5d3ead37cbf1d' : Permission denied, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] Traceback (4780): , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: Kernel::System::Main::FileWrite (v1.27) Line: 424, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: Kernel::System::Cache::File::Set (v1.17) Line: 94, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: Kernel::System::Cache::Set (v1.11) Line: 117, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: Kernel::Output::HTML::NotificationAgentTicketEscalation::Run (v1.27.2.1) Line: 184, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: Kernel::Output::HTML::Layout::NavigationBar (v1.110) Line: 3068, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: Kernel::Modules::AgentTicketQueue::Run (v1.54) Line: 110, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7]Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47, referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:34:55 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Wed Feb 4 16:35:07 2009, referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] Message: Can't write '/opt/otrs/var/tmp/Cache//TicketEscalation/8097ad4c7c9f480e6ca5d3ead37cbf1d' : Permission denied, referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] , referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7] Traceback (4922): , referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f [Wed Feb 04 16:35:07 2009] [error] [client 192.168.150.7]Module: Kernel::System::Main::FileWrite (v1.27) Line: 424, referer: http://192.168.150.201:81/otrs/index.pl?Session=109ec45b14b175ed81981f07d361 fc5c3f -- Nadeem Ahmad Associate Network Administrator Network Operations Centre I2c Incorporated Web site: http://www.i2cinc.com Office-USA: (650) 593 5400 ext 4097 24x7 NOC: (650) 593 5400 Option 3/Option 3 Office-Pakistan: (042) 111.000.911 ext 163/164 Email: anad...@i2cinc.com Timings: Mon - Fri 08:00 PM - 06:00 AM PST ___ 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
Re: [otrs] Create ticket from external app
Easiest would be to create an email with the proper X-OTRS-Headers already set. Thus you can fill in whatever fields needed with whatever data you have in the interface. Greets Daniel -Ursprüngliche Nachricht- Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Tim Squires Gesendet: Donnerstag, 5. Februar 2009 21:39 An: otrs@otrs.org Betreff: [otrs] Create ticket from external app Hi, After digging round for a few hours, I've not found a solution and was wandering if anyone here could help We have a java based web application and OTRS, both used by the call centre. Currently they have to switch from one application to the other when raising tickets and fill in all the the details again. We would like the java app to be able to create customers and tickets on OTRS. I've messed around with the email interface but that's not ideal because we want the call centre to be able to click a button on the java app and it take them to a ticket page on OTRS with all the fields already filled. The perfect solution would be an http api for a web service. Could someone please either point me to an api I have missed or put me out of my misery? Thanks for your help, Tim ___ 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
Re: [otrs] Adding fields to the right-hand pane on the agentticketwindow
Turns out this was surprisingly easy Through the SysConfig section of the Admin interface I: 1. Searched FreeText 2. Opened the the Core::TicketFreeText object 3. Enabled TicketFreeKey1 (I didn't enabled any of the other Key2 attributes) 4. Changed the Key and Content to Customer Reference # (not sure whether Key or Content displays, so just changed both) 5. Submitted the change 6. Returned to the search 7. Opened the Frontend::Agent::Ticket::ViewNote object 8. Scrolled down to the Ticket::Frontend::AgentTicketNote###TicketFreeText attribute and changed the Content of Key 1 to 1 (this enabled the free text field in a note (this is for cases where a job was submitted via email without an external customer reference # the agent can add one with a note 9. Submitted the change 10. Returned to the search 11. Opened the Frontend::Customer::Ticket::ViewNew object 12. Scrolled down to the Ticket::Frontend::CustomerTicketMessage###TicketFreeText: attribute and change the Content of Key 1 to 2 (this makes the Customer Reference # field appear as mandatory when adding a new ticket through the customer interface) 13. Submitted the change Now the frustrating bit was..., I was expecting an empty field to appear in the right-hand pane so spent ages trying to add it to that section, HOWEVER the trick was just to add a value to this field (the easiest is to add a note to an existing ticket) and magically the reference number appears in the right-hand pane ;-) So it looks like the field isn't displayed unless there is a value in it... Greg -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Frans Stekelenburg Sent: Thursday, 5 February 2009 9:09 p.m. To: User questions and discussions about OTRS. Subject: Re: [otrs] Adding fields to the right-hand pane on the agentticketwindow Hi, I am trying to do something similar for an external reference number. Have not received suggestions on my question from last week, so I hope someone will answer yours. This is going to be a FAQ :-) gr, Frans -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Greg Pennell - HSA Global Sent: woensdag 4 februari 2009 22:31 To: otrs@otrs.org Subject: [otrs] Adding fields to the right-hand pane on the agent ticketwindow Is it possible to add a field to the right-hand (grey) pane on the agent ticket view. I'm recording the an internal reference number in a free text field and what to easily display it when viewing the ticket Cheers Greg ___ 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 ___ 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
Re: [otrs-de] Trigger auslösen beim Queue - Wechsel ?
David Heidt schrieb: Hallo Liste, gibts es die Möglichkeit, betimmte Aktionen beim beim Queue-Wechsel auszuführen, z.B. einen TicketFreeText setzen oder ähnlichen Schabernack mit dem Ticket anstellen? Zur info: Ja, das geht: siehe hier: http://doc.otrs.org/developer/2.2/en/html/x444.html und hier in OTRS im spezialfall TicketFreeField: Ticket::EventModulePost###TicketFreeFieldDefault: wen ein bisschen perl kann oder lernt, kann so einiges damit anstellen... Gruß, David ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
[otrs-de] Status warten auto
Hallo, wir benutzen Version 2.3.3. Wir haben Probleme mit dem Status warten auto. Ist es nicht so, dass das Ticket automatisch geschlossen wird, wenn das Datum, das man eingetragen erreicht ist? Bei uns steht dann nur die überschrittene Zeit da, das Ticket wird aber nicht automatisch geschlossen. Kann jemand helfen? Schöne Grüße Karin Ahorner Karin Ahorner Hochschulrechenzentrum der Uni Bonn Wegelerstr. 6 53115 Bonn Tel.: 0228/73-3491 ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
[otrs-de] Problem mit charset utf-8 oder iso-8859-1
Hallo. Ich habe folgendes Problem. Unsere internen Kunden setzen Lotus Notes ein. Wenn ein Mail verschickt wird mit folgendem Betreff: ÜÖÄ versendet Lotus die Mail als 'text/plain; charset=ISO-8859-1' Wenn aber in der Mail folgender Betreff drin steht: versendet Lotus die Mail als 'text/plain; charset=utf-8' Nun mein Problem. Ich hole mir die Mails per POP3 von einem Notes Server ab. Habe übrigens OTRS 2.3.4 im Einsatz. Wenn ich OTRS in der der config.pm auf default charset = iso8859-1 setze bekomme ich folgende Probleme: 1. Testmail kommt so an (wird von Notes automatisch als iso8859-1 versendet): Betreff: test ohne euro üöä üöä test ohne euro -- from the desk of Dipl.-Wirt.-Inf. Stefan Borgwedel IS T Manufacturing optimal media production GmbH Glienholzweg 7 17207 Röbel 2. Testmail kommt so an (wird von Notes automatisch als utf-8 versendet): Betreff: neuer test mit dem ⿬ als sonderzeichen Diese Nachricht wurde in einem Zeichensatz erstellt, der nicht Ihrem eigenen entspricht.Wenn sie nicht korrekt angezeigt wird, hier klicken um sie in einem neuen Fenster angezeigt zu bekommen neuer test mit dem ⿬ als sonderzeichen -- from the desk of Dipl.-Wirt.-Inf. Stefan Borgwedel IS T Manufacturing optimal media production GmbH Glienholzweg 7 17207 Röbel Nun hatte ich mir gedacht, okay. Dann stelle ich auf utf-8 um. Gesagt getan, aber dann sehe ich das immer noch nicht. Da kommt das hier raus: Betreff: Umlaute üöäß ¿ Umlaute Test ÜÖÄß und Euro ¿ -- from the desk of Dipl.-Wirt.-Inf. Stefan Borgwedel IS T Manufacturing optimal media production GmbH Glienholzweg 7 17207 Röbel Und dann habe ich auch das Problem, dass in der SysConfig alle Einstellungsbeschreibungstexte so aussehen: DefaultCharset: Standard-Zeichensatz des Frontends. W?en Sie utf-8, wenn verschiedene Zeichens?e f?? Anzeige bent werden. Wird nur ein Zeichensatz eingesetzt (z. B. iso-8859-1), nutzen Sie bitte diese Einstellung. Was mache ich verkehrt? Gruß, Stefan Borgwedel ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
Re: [otrs-de] Status warten auto
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hallo Karin, wir benutzen Version 2.3.3. Wir haben Probleme mit dem Status „warten auto“. Ist es nicht so, dass das Ticket automatisch geschlossen wird, wenn das Datum, das man eingetragen erreicht ist? Bei uns steht dann nur die überschrittene Zeit da, das Ticket wird aber nicht automatisch geschlossen. Kann jemand helfen? ...laufen die Cron-Jobs (insbesondere OTRS_HOME/bin/PendingJobs.pl)? Bzw. was geschieht (nicht) wenn Du diese manuell startest? viele Gruesse, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFJjFFKvXo8m5PgoXQRAiirAJ4pyCo7V30Dy+G9tcOWCfRDXJwB2QCeOw9Y M7GXAizRwWc7ofk3+9MdD2c= =ldgB -END PGP SIGNATURE- ___ OTRS-de Mailingliste: otrs-de - Webpage: http://otrs.org/ Archiv: http://lists.otrs.org/pipermail/otrs-de/ Listenabo verwalten: http://lists.otrs.org/cgi-bin/listinfo/otrs-de/ Support oder Consulting fuer Ihr OTRS System? = http://www.otrs.com/
