Re: [otrs] Tickets not re-opening on customer reply.

[Michiel Beijen]

Hi Vadim,

On Tue, Feb 26, 2013 at 8:48 PM, Vadim S. Goncharov  wrote:

>> Lately it came to my attention that when a customer replies to a "ticket
>> closed" email the ticket is not re-opened; the customer receives a "your
>> ticket has been updated" message immediately followed by a "your ticket has
>> been closed" message. The ticket state remains "resolved" (re-named from
>> "closed successful"). We are running 3.2.1.
>
>
> Precisely because you've renamed it. The code's one of conditions is:
>
>   $Ticket{StateType} =~ /^close/
>
> It is hardcoded (bad programming practice), so you have to rename back or 
> patch Kernel/System/PostMaster/FollowUp.pm.

I'm sorry but here you see the state TYPE, not the state. You can
rename states all you want, you'll need to update the configuration,
but you need not mess with the code.
State TYPES are different and you should not rename them; you can not
do that without direct DB access anyway, they are internal and they
are never displayed to users.

--
Mike
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Re: [otrs] Issue adding new Stats

[Bean, Scott]

I have updated our box to v3.2.2 - no luck fixing the issue. I did find the 
following in the logs for web when I attempted to open the NEW statistics 
screen:

[Tue Feb 26 16:30:26 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:30:26 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:30:26 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:30:26 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:30:26 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:30:26 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:30:26 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:30:26 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:30:26 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:30:27 2013] [error] :Apache2 IO flush: (103) Software caused 
connection abort at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1690
:Apache2 IO flush: (103) Software caused connection abort at -e line 0

I was able to get our dev box (also updated to 3.2.2) to replicate the issue of 
redirecting back to the page I was on when I clicked the link. This is the only 
time I have been able to do this. Every other time I try it works normally. The 
error log information from that time is below:

[Tue Feb 26 16:48:41 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:48:41 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:48:41 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:48:41 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:48:41 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:48:41 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:48:41 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:48:41 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
[Tue Feb 26 16:48:41 2013] -e: Use of uninitialized value in sprintf at 
/opt/otrs//Kernel/System/Stats/Dynamic/ITSMChangeManagementRfcRequester.pm line 
90.
:Apache2 IO flush: (103) Software caused connection abort at -e line 0

Any assistance would be greatly appreciated.

Thanks,

Scott Bean



From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Bean, 
Scott
Sent: Monday, February 25, 2013 1:55 PM
To: otrs@otrs.org
Subject: [otrs] Issue adding new Stats

I am upgrading our test box to v3.2.1 - I have everything upgraded, but found 
an issue when trying to add a new report. This happens with either the ADD 
button on the overview page or when selecting NEW on the drop down. The page 
either takes a long time (as in 2 minutes or so) to load, times out and doesn't 
load at all, or acts as if it loads but puts the person right back on the 
screen they started from. I have searched the forums without much success. Any 
ideas?

OTRS Test box is RHEL 5.9 and MySQL 5.0.95 running on separate boxes.

Thanks,

Scott Bean
IS Planning & Projects
Washington State University
scott_b...@wsu.edu

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Re: [otrs] Tickets not re-opening on customer reply.

[David Boyes]

One reason: by using an alias and processing the stuff immediately as it comes 
in, he doesn't have any exposure to DOS attacks on an actual userid on the 
system with the potential to fill /var/mail before the postmaster filter runs, 
and it increases the responsiveness of the system as a whole (with the 
postmaster filter, your reaction time to a incoming ticket can be no shorter 
than the period of the postmaster filter runs, which may be significant for 
some providers). His approach runs in real time.

This using polling for POP/IMAP mailboxes may be necessary for Windows systems, 
but it's icky in a system that can do better.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Gerald 
Young
Sent: Tuesday, February 26, 2013 6:28 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Tickets not re-opening on customer reply.

why not just
helpdesk: otrs
and do a Postmasterfilter?
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