[otrs] Ticket preview window - show first article of each ticket
Hi All, I was wondering if there was a way to always show the first article in a ticket when you are in the queue view? The system in question is currently on OTRS 2.0.4 but will be upgraded to the latest stable version hopefully next week, so answers for both would be appreciated. Many thanks Patric - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Subject wrapping problem OTRS 2.2.8
Hi all, I have recently upgraded to OTRS 2.2.8 and have noticed that the subject field gets wrapped at 75 characters. One of my mail clients cannot handle the newline and drops the rest of the subject. Using Thunderbird I am able to see the entire subject, and if i view the message source, I see that the message wraps at the closest space in words around character 75. I have tested this by creating a ticket with subject 1 2 3 4 5 6 7 8 9 0 1 2 3 4 5 6 7 8 9 0 ... and confirmed that the subject wraps at 75 characters. Is this a config setting that can be changed, or is it hard coded? I cannot find anything specific to the subject. Any help much appreciated. Patric ___ 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] Subject wrapping problem OTRS 2.2.8
Hi all, I have recently upgraded to OTRS 2.2.8 and have noticed that the subject field gets wrapped at 75 characters. One of my mail clients cannot handle the newline and drops the rest of the subject. Using Thunderbird I am able to see the entire subject, and if i view the message source, I see that the message wraps at the closest space in words around character 75. I have tested this by creating a ticket with subject 1 2 3 4 5 6 7 8 9 0 1 2 3 4 5 6 7 8 9 0 ... and confirmed that the subject wraps at 75 characters. Is this a config setting that can be changed, or is it hard coded? I cannot find anything specific to the subject. Any help much appreciated. Patric ___ 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] Subject wrapping problem - OTRS 2.2.8
Hi all, I have recently upgraded to OTRS 2.2.8 and have noticed that the subject field gets wrapped at 75 characters. One of my mail clients cannot handle the newline and drops the rest of the subject. Using Thunderbird I am able to see the entire subject, and if i view the message source, I see that the message wraps at the closest space in words around character 75. I have tested this by creating a ticket with subject 1 2 3 4 5 6 7 8 9 0 1 2 3 4 5 6 7 8 9 0 ... and confirmed that the subject wraps at 75 characters. Is this a config setting that can be changed, or is it hard coded? I cannot find anything specific to the subject. Any help much appreciated. Patric ___ 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] Customer Company option in 2.2.8
Hi all, Just upgraded to OTRS 2.2.8 and noticed the Customer Company section in the admin area, but I do not find any mention of it in the documentation. Where would I be able to find more info about this section, what its for and how it works? Many thanks, Patric ___ 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] Custom data in signature
Hi all, Hope somebody can help me. Is there a means to insert custom data into a signature, for example from an external database? Many thanks Patric ___ 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] Custom data in signature
Hi Shawn Shawn Beasley wrote: Hope somebody can help me. Is there a means to insert custom data into a signature, for example from an external database? Strange! Second Try! Can you please better explain your needs? Signatures are queue based, and you can have more than 1 per system. What exactly are you looking to do? What I would like to do is insert a line of text from a database table into every ticket that one of our agents sends out or replies to. The text will differ based on certain criteria that is external to OTRS, so I was wondering if there was some type of freefield variable that could be populated by an external script when a ticket is sent out. I hope this makes more sense, but please advise if I can provide any more info :) Many thanks Patric ___ 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] Problem sending mail to list
Hi, Not sure if this is getting to the list, but whenever I try send to otrs@otrs.org I get the following failure message: Original Message Subject:Undelivered Mail Returned to Sender Date: Tue, 23 Sep 2008 10:22:46 + (GMT) From: [EMAIL PROTECTED] (Mail Delivery System) To: [EMAIL PROTECTED] This is the Postfix program at host lusen.otrs.org. I'm sorry to have to inform you that your message could not be delivered to one or more recipients. It's attached below. For further assistance, please send mail to postmaster If you do so, please include this problem report. You can delete your own text from the attached returned message. The Postfix program [EMAIL PROTECTED]: mail forwarding loop for [EMAIL PROTECTED] Reporting-MTA: dns; lusen.otrs.org X-Postfix-Queue-ID: E77D92CAF5 X-Postfix-Sender: rfc822; patricrt@gmail.com Arrival-Date: Tue, 23 Sep 2008 10:22:46 + (GMT) Final-Recipient: rfc822; otrs-otrs@lusen.otrs.org Action: failed Status: 5.0.0 Diagnostic-Code: X-Postfix; mail forwarding loop for otrs-otrs@lusen.otrs.org ---BeginMessage--- Hi Shawn Shawn Beasley wrote: Hope somebody can help me. Is there a means to insert custom data into a signature, for example from an external database? Strange! Second Try! Can you please better explain your needs? Signatures are queue based, and you can have more than 1 per system. What exactly are you looking to do? What I would like to do is insert a line of text from a database table into every ticket that one of our agents sends out or replies to. The text will differ based on certain criteria that is external to OTRS, so I was wondering if there was some type of freefield variable that could be populated by an external script when a ticket is sent out. I hope this makes more sense, but please advise if I can provide any more info :) Many thanks Patric ___ 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 ---End Message--- ___ 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] Custom data in signatures
Hi all, Hope somebody can help me. Is there a means to insert custom data into a signature, for example from an external database? Many thanks Patric ___ 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] Custom data in signature
Hi all, Hope somebody can help me. Is there a means to insert custom data into a signature, for example from an external database? Many thanks Patric ___ 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-de] Perl Problem nach Installation
Hallo da draußen! Nachdem ich nicht mehr weiter komme wende ich mich nun an diese Mailing List in der Hoffnung Hilfe zu bekommen. Hab mir ein Fedora7 installiert auf welchem ich ein OTRS 2.2.4 installiert habe. Bei der Installation bin der Anleitung gefolgt und es hat soweit auch alles super funktionier. Webinstaller aufgerufen und die DB eingerichtet usw. dann auch gleich das erste mal auf die Anmeldemaske gekommen. Wenn ich dann aber versuche mich mit dem vordefinierten Account anzumelden erhalten ich nur einen leere Seite. Meine Apache Error Log gibt folgendes aus: [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845aef20, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845aebf0, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845a5d6c, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845b8758, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845b8f2c, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845b8968, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845af298, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845b9214, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845b8434, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845a63b4, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x8416bb50, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x84186028, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845afa9c, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845af340, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845b8e54, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845b8b78, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845a669c, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845b8860, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845b83e0, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845b8af4, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845b8974, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845b83d4, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845b8af4, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845af238, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 5 12:27:31 2007] -e: Attempt to free unreferenced scalar: SV 0x845b8a94, Perl interpreter: 0x820b4128 at /opt/otrs//Kernel/System/Config.pm line 1325. [Wed Dec 05 12:27:31 2007] [notice] child pid 7767 exit signal Segmentation fault (11) Leider kann ich mit der Meldung nicht weiter etwas anfangen, da es um meine Linux Kenntnisse nicht sehr gut bestellt ist. Hoffe mir kann jemand auf die Sprünge helfen und mir einen Tipp geben was ich Probieren kann. Viele Grüße Patric
Re: [otrs] OTRS is too slow
Hi Laurent, You can try to optimize your database, that made a huge difference for me. AFAIK the command would be : mysqlcheck -o -B otrs_database You can also look into running mod_deflate, which will also give you a bit more speed. HTH Patric Laurent Minost wrote: Hi, Also using OTRS for a while now and I can tell that's the big complaint I can also have about OTRS. I'm totally agree with Bc. Radek Krejca. We're already using mod_perl but OTRS is still too slow. Response times are very high for a proper everyday usage. I'm also very sad that PHP hasn't been chosed for this software. Any way to improve response times of OTRS would be very much appreciate. BR, Laurent -- Q: I want to be a sysadmin. What should I do? A: Seek professional help. -- Free pop3 email with a spam filter. http://www.bluebottle.com/tag/5 ___ 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/
Re: [otrs] Getting ticket hook through API
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] Getting ticket hook through API
Hi all, The API does not seem to provide any way to retrieve the ticket hook, is anybody aware of a way to do this? Many thanks Patrick -- Q: I want to be a sysadmin. What should I do? A: Seek professional help. -- Finally - A spam blocker that actually works. http://www.bluebottle.com/tag/4 ___ 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/
Re: [otrs] OTRS 2.1 SOAP interface
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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Re: [otrs] OTRS 2.1 SOAP interface
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.
I have added the following to the otrs-rpc.cgi that Umberto attached in
his email :
#!/usr/bin/perl -w
#
# Created by Umberto Nicoletti, 2007
# [EMAIL PROTECTED]
#
...
if ( $TicketID ) {
my $ArticleID = $TicketObject-ArticleCreate(
TicketID = $TicketID,
ArticleType = 'email-internal',
SenderType = 'agent',
From = $from,
Subject = $subject,
Body = $body,
ContentType = 'text/plain; charset=ISO-8859-15',
HistoryType = 'EmailCustomer',
HistoryComment = 'Created with RPC server',
UserID = $UserID,
NoAgentNotify = 0,
);
} else {
return Error creating ticket\n;
}
*** 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 ***
return Created ticket: $TicketID\n;
}
Can anybody point out where I am going wrong please?
Many thanks!
Patrick
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[otrs] Running multiple companies from 1 OTRS installation
Hi all, Im quite new to OTRS, and Im trying to figure out if its possible to run multiple companies through 1 OTRS installation. Any advise, or a point in the right direction would be much appreciated! Thanks Patrick -- Q: I want to be a sysadmin. What should I do? A: Seek professional help. -- Get a free email address with REAL anti-spam protection. http://www.bluebottle.com/tag/1 ___ 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/
[otrs] Using OTRS API
Hi guys, I hope somebody can help me. I want to use the OTRS rpc to create a new ticket to a customer via a php script. I have had a look at the rpc-example.pl, but unfortunately I dont know much about perl or soap for that matter. Is there any documentation that might help me, or could anybody point me in the right direction? Any help would really be appreciated! Thanks Patrick -- Finally - A spam blocker that actually works. http://www.bluebottle.com ___ 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/
[otrs] FastCGI Problem
Hi guys, Have been running otrs-2.1.1 with fast-cgi enabled, for about a month now with no problems, when suddenly this morning I started getting this in the httpd log: Fri Dec 08 07:18:25 2006] [error] [client xxx.xxx.xxx.xxx] FastCGI: incomplete headers (0 bytes) received from server /opt/otrs/bin/fcgi-bin/index.fpl Any idea what would cause this problem, and why it would start all of a sudden? No changes were made to this server. When those errors appear the site stops working, and if I wait like 30 seconds everything starts working again normally. httpd.conf include: VirtualHost xxx.xxx.xxx.xxx:80 ServerName myserver.com DocumentRoot /opt/otrs/var/httpd/htdocs # agent, admin and customer frontend ScriptAlias /otrs/ /opt/otrs/bin/fcgi-bin/ Alias /otrs-web/ /opt/otrs/var/httpd/htdocs/ # directory settings Directory /opt/otrs/bin/fcgi-bin/ AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all SetOutputFilter DEFLATE SetInputFilter DEFLATE /Directory Directory /opt/otrs/var/httpd/htdocs/ AllowOverride None Order allow,deny Allow from all /Directory /VirtualHost Running on centOS 4.4 Linux version 2.6.9-34.EL Anything to point me in the right direction would be much appreciated! Thanks, Patric -- Rock bottom prices! Click to save on brand name copiers today http://tagline.bidsystem.com/fc/KCuXzzWQII98bPHNLTOH8k9sXcyeiA/ ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Calendar for OTRS 2.1.1
Hi guys, Is there a calendar opm package available for OTRS 2.1.1 ? I have not had any luck finding one, every package I have found has been for the incorrect framework, and given me Error: Sorry, can't install package, because package is not for your Framework!! The online repository only shows me the FAQ package, which I already have installed. Thanks in advance! Patric ___ 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 orr consulting for your OTRS system? = http://www.otrs.com/
