Kernel::System::Cache API for OTRS 2.3 and higher

Hi,

JFI, there is a new Kernel::System::Cache API improvement for OTRS 2.3  
and higher.

You need to define the cache type of your cached object to get it  
separated (== uniq name space for each object).

So if  Kernel::System::Cache::File is used also a better storage is  
possible because it can manage each cache type in a differend sub  
directory (so it will not be longer in one directory, old storage  
$CacheDir/$CacheFiles new storage $CacheDir/$CacheType/$CacheFiles).

Here an example of the API change.

    API Example (old):
        $CacheObject->Set(
            Key   => 'SomeKey',
            Value => 'Some Value',
            TTL   => 24*60*60,     # in sec. in this case 24h
        );

    API Example (new):
        $CacheObject->Set(
            Type  => 'ObjectName',
            Key   => 'SomeKey',
            Value => 'Some Value',
            TTL   => 24*60*60,     # in sec. in this case 24h
        );

Mail charset problems with some DB backends (+ patch)

Heya,

We had some problems with OTRS 2.0.4, which simply lost emails which
were supposed to end up in one of our queues. I was able to track this
problem down to the PostgreSQL DB rejecting the body due to a broken
Unicode sequence. This was caused by the emails, which were marked as being
UTF8, but contained a disclaimer attached by the customer's MTA - in
latin1.

After removing the QP encoding, OTRS noticed that the target charset for
the DB (utf8) and the source charset were the same and skipped
re-encoding with Perl's Encode module. This sounds like a sane
optimization, but the decode/re-encode step has the nice side-effect of
validating all byte sequences and replacing broken data by some valid
character.

I removed the optimization, mails are now processed without a
problem. I have attached two patch: The first applies to 2.0.4 and has
been tested, while the second applies to 2.2.5, but hasn't been tested. 
Please apply it, or at least add a configure option enforcing
re-encoding of mails.

Thanks,
Marc

_______________________________________________

Re: Mail charset problems with some DB backends (+ patch)

Guten Tag Marc Brockschmidt.

Please add Patches to the Bugtracker...

http://bugs.otrs.org

--

-- 
Mit freundlichen Grüßen
André Bauer
monotek <at> gmx.net

System: 
Ubuntu 6.06.1/Apache 2.0.55-MOD_PERL/MySQL 5.0.21/OTRS 2.2.4

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Re: Request for Comments: OTRS in Japanese

Hi.

This post is a response to:
http://lists.otrs.org/pipermail/dev/2007-February/001488.html

At Wed Feb 21 14:01:25 2007 +0800, Tietew <tietew <at> tietew.net> wrote:

> There is a big problem to use OTRS in Japanese that;
> many web-based MUAs, such as Hotmail and Yahoo, and some popular
> MUAs, such as Microsoft Exchange and Lotus Notes, does not
> support UTF-8! 

> Therefore, customers which use these MUAs cannot read mails sent
> from OTRS. They can read mails encoded in ISO-2022-JP only.
> My OTRS must send mails as ISO-2022-JP.

This is not necessarily problematic only on Japanese language but
also on the others: If outbound mails are encoded using UTF instead 
of legacy charset, probablly some (even ``many'' on some languages) 
customers cannot read them. --- Why spammers () usually send 
mails using legacy charset, not using UTF at all?

> I cannot use ISO-2022-JP as OTRS UI. Because:
> 1. ISO-2022-JP is insecure for web applications.
>    ISO-2022 series is stateful encoding and contains \x1B escape
>    sequence. It's very hard to handle stateful encoding
>    correctly for web applications.
> 2. I want to share one OTRS installation and its queues in
>    multilingual project team. Non-Japanese team can or must use UTF-8.
>    And, OTRS must be able to send ISO-2022-JP mail even if
>    user uses English UI.
> 
> In other word, I do not want Japanized (locally patched) OTRS.
> 
> 
> -----
> 
> My suggestion is to create "mail character encoding" to queue
> settings (defaults to UTF-8, or empty meaning system default
> charset). for example,
> 
> info-en queue uses 'UTF-8' or ''
> info-ja queue uses 'ISO-2022-JP'
> 
> A mail composd mail in info-en queue is encoded as UTF-8.
> A mail composd mail in info-ja queue is encoded as ISO-2022-JP.
> 
> This solution seems to make them happy that all users in all
> languages.

I posted a patch to Bugzilla, based on the idea as described above:

  http://bugs.otrs.org/show_bug.cgi?id=2793

Some notes:
- In general, internally used legacy charset (e.g. euc-jp for 
  Japanese) can be differ from that actually encodes email message 
  (e.g. iso-2022-jp ditto) so that we avoid from suffering with 
  insecure charsets while determine repertoire of legacy codesets.  
  Although, auto-conversion features are wrapped into external CPAN 
  modules.

- New language file ja.pm for Japanese is imcomplete and not 
  proofread (there may be inappropriate terminology etc.).  So I
  won't post this message to i18n list for now.

Is this solution desirable?

--

-- 
IKEDA Soji, Conversion Co., Ltd. <ikeda <at> conversion.co.jp>
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Re: [otrs] code to fix ’ and other codes when sending e-mail?

So it's fairly common for people to cut/paste text into their  
ticket.  Unfortunately, many common things are converted to HTML  
codes when sent.  The most common is an apostrophe being converted to  
’  (right-tick apostrophe)

Obviously this is not very useful when sending plain text e-mail.  Is  
there already an appropriate place to fix e-mail when sending, where  
replacements like this can be done?

--

-- 
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source  
and other randomness

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Reposting in hope of feedback

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Support or consulting for your OTRS system?
=> http://www.otrs.com/

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Re: Reposting in hope of feedback

Hi Steve,

yes, the backup.pl was written for unix. Your patch looks good.

I'll test/verify it and come back to you....

Greetings,

  -Martin

On Mar 24, 2008, at 23:49 , Pulver, Steve wrote:

>
>
> From: otrs-bounces <at> otrs.org [mailto:otrs-bounces <at> otrs.org] On Behalf  
> Of Pulver, Steve
> Sent: Friday, March 21, 2008 4:09 PM
> To: otrs <at> otrs.org
> Subject: [otrs] OTRS Backup for Windows
>
> Can anyone comment on the following?  We were trying to run the  
> backup script (OTRS is installed on a Windows box) and had to make  
> the following changes to get it to work properly.  We changed the  
> process for directory change as noted below.  Is there another way  
> we should be getting backups to run?  Will this cause issues for us  
> in the future?
>
> Thanks in advance.
>
> Steve
>
> From: Fisher, Michael
> Sent: Thursday, March 20, 2008 5:26 PM
> To: Clary, Steve; Pulver, Steve
> Subject: OTRS Backup Changes
>
> Steve, Steve--
>
> I changed the backup script from doing the directory change in the  
> subshell (system) process to directly from perl, and this helped,  
> because Perl can interpret the hybrid DOS/UNIX-style paths (i.e. "C:/ 
> OTRS/otrs") better than the DOS shell can:
>
> C:\OTRS>cd c:/otrs/otrs
> The system cannot find the path specified.
>
> This corrected the failure we had--there might be a cleaner way to  
> put it into the script, but I was just moving quickly.
>
> --- backup.pl.orig      2008-03-20 17:16:07.716496300 -0400
> +++ backup.pl   2008-03-20 17:15:15.795618200 -0400
>  <at>  <at>  -182,7 +183,8  <at>  <at> 
>  # backup Kernel/Config.pm
>  print "Backup $Directory/Config.tar.gz ... ";
> -if (!system("cd $Home && tar -czf $Directory/Config.tar.gz Kernel/ 
> Config.pm Kernel/Config/Files/ZZZA*.pm Kernel/Config/ 
> GenericAgen*.pm")) {
> +chdir($Home);
> +if (!system("tar -czf $Directory/Config.tar.gz Kernel/Config.pm  
> Kernel/Config/Files/ZZZA*.pm Kernel/Config/GenericAgen*.pm")) {
>      print "done\n";
>  }
>  else {
>  <at>  <at>  -192,7 +194,8  <at>  <at> 
>  # backup application
>  if ($FullBackup) {
>      print "Backup $Directory/Application.tar.gz ... ";
> -    if (!system("cd $Home && tar -czf $Directory/ 
> Application.tar.gz .")) {
> +    chdir($Home);
> +    if (!system("tar -czf $Directory/Application.tar.gz ")) {
>          print "done\n";
>      }
>      else {
>
> --
> Mike Fisher     Michael_Fisher <at> urmc.rochester.edu       585-275-6884
> University of Rochester                                 School of  
> Nursing
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workflow in PendingJobs.pl

Hi,

wouldn't it be more useful if PendingJobs.pl reminds about pending tickets
first? So agents would receive an email if a ticket has reached pending
time. Afterwards the state of that ticket could be set to "open" or
whatever.
Applying this is quite simple. Just put everything below "# do ticket auto
jobs" (except the final exit) after the copyright notice.

Regards,
Felix

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Notification QUestion

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