AgentTicketqueue.pm

I have made a change in this pm file, 
In fact i wanted to sort the ticket not by Age, but by the time of
creation of the last answer to the customer.

If you sort your ticket by age, a very old ticket wich have received a
answer only minutes ago can be on top of the list.
I didn't want that so i have made this change and would like the change
to be include in next version of AgentTicketQueue.pm

First I have add a sort option "AGE3"

    # get data (viewable tickets...)
    # --
    my  <at> ViewableTickets = ();
    my $SortBy =
$Self->{ConfigObject}->Get('Ticket::Frontend::QueueSortBy::Default') ||
'Age';
    my %SortOptions = (
        Owner            => 'st.user_id',
        CustomerID       => 'st.customer_id',
        State            => 'st.ticket_state_id',
        Ticket           => 'st.tn',
        Title            => 'st.title',
        Queue            => 'sq.name',
        Priority         => 'st.ticket_priority_id',
        Age              => 'st.create_time_unix',
#beginning of mOdification by odlc pour tri correct
	Age3             => 'triodlc',
#end of modification
        TicketFreeTime1  => 'st.freetime1',

HTML DTL Character encoding

Hello,
I'm not sure if posting to dev is the right place, but considering it's
not a localization specific problem.

So, I want to add some fields in the CustomerLogin.tdl to categorize
clients after account create. But if I use for example:

<select name="X">
	<option value="X">Czech language chars ěščřžýáíé</option>
</select>

Then the "combobox" display garbage in the language specific
characters. But complete OTRS system play fine with Czech translation,
emails and so.

I have a DefaultCharset utf-8 in Config.pm. I try to save edited DTL in
ISO8859-2 and UTF-8, but have no luck.

FreeBSD 5.4
Apache 2.0.54
MySQL 4.1.11
Perl 5.8.6
OTRS 2.0.4 as CGI (will switch to mod_ after testing)

--
Vladimir Benc

PS: Sorry for possible bad English, not my native lang.

_______________________________________________

Re: HTML DTL Character encoding

Hi Vladimir,

On Fr, Aug 11, 2006 at 11:06:46 +0200, Vladimír Benc wrote:
>I'm not sure if posting to dev is the right place, but considering it's
>not a localization specific problem.
>
>So, I want to add some fields in the CustomerLogin.tdl to categorize
>clients after account create. But if I use for example:
>
><select name="X">
>	<option value="X">Czech language chars ?????ýáíé</option>
></select>
>
>Then the "combobox" display garbage in the language specific
>characters. But complete OTRS system play fine with Czech translation,
>emails and so.
>
>I have a DefaultCharset utf-8 in Config.pm. I try to save edited DTL in
>ISO8859-2 and UTF-8, but have no luck.

Saving the file in utf-8 should work. You should see also the correct 
letters in an editor that supports utf-8.

Regards,

  Christian

--

-- 
((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
  Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769

JP Fortin is out of the office.

I will be out of the office starting  08/14/2006 and will not return until
08/18/2006.

I will respond to your message when I return.

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Re: HTML DTL Character encoding

On Mon, 14 Aug 2006 15:50:10 +0200
Christian Schoepplein <christian.schoepplein <at> otrs.com> wrote:

> >Then the "combobox" display garbage in the language specific
> >characters. But complete OTRS system play fine with Czech
> >translation, emails and so.
> >
> >I have a DefaultCharset utf-8 in Config.pm. I try to save edited DTL
> >in ISO8859-2 and UTF-8, but have no luck.
> 
> Saving the file in utf-8 should work. You should see also the correct 
> letters in an editor that supports utf-8.

Yes, I've saving in utf-8 and I see correct letters in editor
(Bluefish but this doesn't matter). The tricky thing is that if I save
the desired text values in translation file (Kernel/Language/cz.pm) and
use a e.g. $Text{"USR_COMPANY1"} in the DTL file, then the utf-8
characters are displayed correctly. I use this workaround now.

But this point me that the encoding problem is in "parsing" the DTL
template. Seems the core DTL is internaly parsed as ISO8859-1(5) and
then broke the multibyte chars into two singlebyte and then the encoding
"back" to utf-8 doesn't work.

> Regards,
> 
>   Christian
Thank's for reply,
Vladimir Benc

RE: Release of 2.0.5?

Will there be a 2.0.5 version (and when is it planned?) or will this be
skipped for the new upcoming 2.1 version?? 

I'm working with 2.04 now and there are quite a bit of fixes for 2.0.5
in CVS.

regards
Peter van Beugen

-----Oorspronkelijk bericht-----
Van: dev-bounces <at> otrs.org [mailto:dev-bounces <at> otrs.org] Namens Christian
Schoepplein
Verzonden: dinsdag 2 mei 2006 9:27
Aan: Development community of OTRS.org
Onderwerp: Re: [dev] Release of 2.0.5?

Hello,

On Mo, Mai 01, 2006 at 08:25:42 -0600, Jennifer Valdez wrote:
>Is the 2.0.5 release available yet? 

No, it is not available yet. Also there is no exact release date planed 
yet, but it shouldn't be so far.

>What bugs will be fixed?

Please see the CHANGELOG file for the 2.0 branch for an overview for the

fixed problems. You can check out this file from our cvs server.

Re: Release of 2.0.5?

Hi Peter,

On Di, Aug 22, 2006 at 02:22:48 +0200, Peter van Beugen wrote:
>Will there be a 2.0.5 version (and when is it planned?) or will this be
>skipped for the new upcoming 2.1 version?? 
>
>I'm working with 2.04 now and there are quite a bit of fixes for 2.0.5
>in CVS.

We'll provide OTRS 2.0.5 too, it is planed to be released nearly the 
release of OTRS 2.1. This will be the last version of OTRS from the 2.0 
branch, in future only OTRS 2.1 will be maintained (only serious 
security related bugs will be fixed in 2.0).

>Peter van Beugen

Regards,

  Christian

--

-- 
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  Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769
    http://www.otrs.com/ :: Communication with success!

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using PostMasterPOP3.pl

Hello,

having installed OTRS 2.1.0-beta1, I came across a minor glich. I'd like
to retrieve mails from my normal mailserver using PostMasterPOP3 (not
fetchmail for sake of simplicity and since I don't want to have to
configure another utility with credentials).

The issue now is, that my server doesn't allow plaintext logins, only
CRAM-MD5 and DIGEST-MD5 are supported.
Looking around a bit, I've figured out what to change. I've attached a
diff with my changes, maybe you find it useful. And yes, calling popstat
and handling the result isn't necessary for the code to work but that
way it gives back the right status if no messages are available.

And one addition, please include Authen::SASL in a more recent version
(2.10 is up to date - your 2.03 is four years old ...) in order to also
support authentication using DIGEST-MD5 and GSSAPI.

Regards,
Christian

--- PostMasterPOP3.pl	2006-07-31 13:33:17 +0000
+++ PostMasterPOP3_new.pl	2006-08-28 15:11:41 +0000
 <at>  <at>  -158,7 +158,14  <at>  <at> 
         return;
     }
     # authentcation
-    my $NOM = $PopObject->login($User, $Password);
+    my $NOM = $PopObject->auth($User, $Password);

Generate a ticket from a script

Hello i'm Davide and i need to know how i can generate a ticket from a script 
and not from the web interface. 
Up to now i succeed to read the user's ticket from a script ( i merged two 
scripts,  otrs.getTicketThread and otrs.getUserID), but i don't succeed to 
generate a new ticket. 
if someone is successful to create one similar script, I would be happy for 
seeing it in order to understand which parameters are needed for the create.

Thanks

Davide Guidotti
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Character problem

I'm trying to insert a new ticket from web and from mail that contain some 
strange (not for italian language) character and i receive strange error.

This is the error

[Wed Aug 30 18:43:25 2006][Error][Kernel::System::Ticket::TicketCreate][396] 
Data too long for column 'title' at row 1, SQL: 'INSERT INTO ticket (tn, 
title, create_time_unix, queue_id, ticket_lock_id,  user_id, group_id, 
ticket_priority_id, ticket_state_id, ticket_answered, 
escalation_start_time, timeout, valid_id, create_time, create_by, 
change_time, change_by)  VALUES ('2006083020000112', 'Titolo con caratteri è 
accentati', 1156956205, 2, 1, 1,  1, 3, 1,  0, 1156956205, 0, 1, 
current_timestamp, 1, current_timestamp, 1)'

The problem is à character in the title (but also è ò ù...), and i think 
that the error reported Data too long for column 'title' is not exact.

How can i resolve this problem?

Thanks in advance
Alex 

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