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Alexander Scholler | 2 Apr 2007 07:53
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Re: forwarding a note

Hi Martin,

Martin Edenhofer schrieb:
> Hi,
> 
> Alexander Scholler schrieb:
>> one question, especially to the ((otrs)) people.
>> Until early 2.1-versions of OTRS, it was possible to forward notes
>> (meaing display a note in ticket-zoom and then click on forward => a
>> mail was composed with the note inserted with a prefixed character below).
>>
>> During 2.1-versions, action-links on agent-gui disappeared if access to
>> this actions was restricted (bugfix). Since then, the "forward"-link on
>> notes is no longer present, although the forward-action can be manually
>> accessed with the URL (changing Action=AgentTicketZoom in
>> Action=AgentTicketForward).
>>
>> What is your intention:
>> (a) Shall it not be possible to forward notes (much to my regret)?
> 
> IMO it depends on what type of articles should be possible to forward.
> 
> Normally just email can be bounced and forwarded. If you forward notes,
> it could get confusions. What do you think?

We use notes to store internal work done on the ticket.
If we get stuck and need to ask higher-leve-support ourselves, we need
to forward notes.
> 
>> (b) Is it a bug that the forward-link is missing, or can it be
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Martin Edenhofer | 2 Apr 2007 08:05

Re: forwarding a note

Hi,

Alexander Scholler schrieb:
>>> What is your intention:
>>> (a) Shall it not be possible to forward notes (much to my regret)?
>> IMO it depends on what type of articles should be possible to forward.
>>
>> Normally just email can be bounced and forwarded. If you forward notes,
>> it could get confusions. What do you think?
> 
> We use notes to store internal work done on the ticket.
> If we get stuck and need to ask higher-leve-support ourselves, we need
> to forward notes.

Normally it would be fine if any agent (also higher-level-support) could
work as agent in OTRS. So no forward would be needed.

>>> (b) Is it a bug that the forward-link is missing, or can it be
>>> configured to be displayed?
>> Today it can not be configured. Only non notes can be bounded and forwarded.
> Can you point me at the code where this is implemented?

2.1:
Kernel/Modules/AgentTicketZoom.pm
~650
[...]
        # select the output template
        if ($Article{ArticleType} =~ /^note/i) {
            # without compose links!
[...]
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Alexander Scholler | 2 Apr 2007 08:36
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Re: forwarding a note

Hi Martin,

Martin Edenhofer schrieb:
> Hi,
> 
> Alexander Scholler schrieb:
>>>> What is your intention:
>>>> (a) Shall it not be possible to forward notes (much to my regret)?
>>> IMO it depends on what type of articles should be possible to forward.
>>>
>>> Normally just email can be bounced and forwarded. If you forward notes,
>>> it could get confusions. What do you think?
>> We use notes to store internal work done on the ticket.
>> If we get stuck and need to ask higher-leve-support ourselves, we need
>> to forward notes.
> 
> Normally it would be fine if any agent (also higher-level-support) could
> work as agent in OTRS. So no forward would be needed.
This is not always possible. Think of higher-support-units located
outside your company (e.g. software-vendor)
> 
>>>> (b) Is it a bug that the forward-link is missing, or can it be
>>>> configured to be displayed?
>>> Today it can not be configured. Only non notes can be bounded and forwarded.
>> Can you point me at the code where this is implemented?
> 
> 2.1:
> Kernel/Modules/AgentTicketZoom.pm
> ~650
> [...]
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fatih üstünel | 5 Apr 2007 10:18
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AgentTicketPhone.dtl arrange differently by JavaScript?


Hello  <at>  all developer,

I collect at time my first experiences in JavaScript.

The following:

I defined three options in the TicketFreeKey1.

Now I would like depending upon customer one of the three options appear.

e.g.:

With call the customer X, appears as TicketFreeKey1 of the 2. Key.

how can I automate it?

With a call of a customer --> set TicketFreeKey1 on Notebook.
			      set TicketFreeKey2 on W-Lan.
                              set TicketFreeKey3 on WinXP.

How can I access on the AgentTicketPhone.dtl with Javascript e.g. 
TicketFreeKey1?

Simply to read in and with Alert function appear leave?

Thank you in advance.

Bye
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Alexander Scholler | 5 Apr 2007 14:24
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necessary rights on viewing stats

Hi,

I restricted the view of one specific stat to 2 groups.
I though that it is sufficient to view the stat to be member of at least
one group. But OTRS demands the agent to be member of both groups.
Is this intended, or a bug?

Bye, Alex
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Manfred Dohmen | 9 Apr 2007 12:37
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Enable RE modifiers for complex expressions in PostMaster filters

I added a few lines to MatchDBSource.pm in order to allow using more complex regular expressions by adding
RE modifiers (imxs). I patched 2.1.3 but current CVS sources differ only slightly. With this patch the
filter expression is checked for having slash delimiters (/) and maybe modifiers at the end. If
delimiters are in place the default modifier is replaced.
A few examples.

"asd" = looks for the given string; just like before
"/asd/" = looks for the given string, omitting the i-modifier, thus enabling case sensitiveness
"/^start of body.*end of body$/ims" = some multi line matching

Hope this is useful for someone, comments are welcome.

##############################################################################
67c67,79
<             if ($Param{GetParam}->{$_} && $Param{GetParam}->{$_} =~ /$Match{$_}/i) {
---
>             my $pattern = $Match{$_};
>             my $modifier = 'i';
>             if ($pattern =~ /^\/(.*)\/([imsx]*)$/)
>             {
>                 $pattern = $1;
>                 $modifier = $2;
>             }
>             if ($Param{GetParam}->{$_} && $Param{GetParam}->{$_} =~ /(?$modifier)$pattern/) {
##############################################################################

Regards
Manfred Dohmen

_______________________________________________________________
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David Galbraith | 12 Apr 2007 00:56

Password authentication addtion.


I made some changes to the authentication piece, and I'm throwing them out 
here incase someobody else finds them useful.  We have a good sized 
customer database already established and their passwords were stored in 
mysql as md5('password').  This made moving the customers over to otrs and 
keeping their passwords tricky.

To resolve, I made this tweak in the file: 
Kernel/System/CustomerAuth/DB.pm

Add:
use Digest::MD5 qw(md5_hex);

Then go down to:
...
...

     if ($GetPw !~ /^.{13}$/) {
         # strip Salt
         $Salt =~ s/^\$.+?\$(.+?)\$.*$/$1/;
         $CryptedPw = un

And insert this:
     if(length($GetPw) > 15) {
             $CryptedPw = md5_hex($Pw);
     }
     elsif ($GetPw !~ /^.{13}$/) {

That way if the password is a md5 hex encoded string, the check works 
correctly, but will still work in the other cases as well.  Means we don't
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Martin Edenhofer | 12 Apr 2007 09:56

Re: Password authentication addtion.

Hi David,

many thanks for your feedback. :)

Did you tried it with OTRS 2.2 beta? There is md5 support of passwords
(agent and customer) already implemented. You just need to set the
config option for that. :)

Greetings,

  -Martin

((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
  Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
    http://www.otrs.com/ :: Communication with success!

David Galbraith schrieb:
> 
> I made some changes to the authentication piece, and I'm throwing them
> out here incase someobody else finds them useful.  We have a good sized
> customer database already established and their passwords were stored in
> mysql as md5('password').  This made moving the customers over to otrs
> and keeping their passwords tricky.
> 
> To resolve, I made this tweak in the file: Kernel/System/CustomerAuth/DB.pm
> 
> Add:
> use Digest::MD5 qw(md5_hex);
> 
>
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Sven Waibel | 12 Apr 2007 17:11
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UTF-16 bzw Datei als Anhang in SOAP

Hallo,

ich möchte per SOAP eine UTF-16 kodierte Datei bzw.  eine Binärdatei als
Anhang in OTRS speichern.
Wie wird das von der OTRS Seite aus behandelt?
Wird es automatisch dekodiert?
Wenn ja, in welchem Format (base64)?

Gruß
Sven

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Jo Rhett | 13 Apr 2007 00:06

bug in Salutation screen (2.1.6)

At the bottom of the page it lists

Usable options:
    <OTRS_Customer_Realname>  	customer realname

This does not work.  <OTRS_CUSTOMER_REALNAME> does work.  The  
documentation should be fixed, or better yet the variable should be  
made case-insensitive.

--

-- 
Jo Rhett
senior geek

Silicon Valley Colocation
Support Phone: 408-400-0550

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Gmane