The OTRS developers discuss various design and implementation issues here

Jo Rhett | 3 May 2008 08:21

Re: [otrs] code to fix ’ and other codes when sending e-mail?

On Apr 1, 2008, at 1:01 PM, Martin Edenhofer wrote:
> On Mar 24, 2008, at 21:34 , Jo Rhett wrote:
>> 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 &#8217;  (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?
>
>
> Normally if you use OTRS in utf8 mode, this "&#8217;" is a utf8  
> sign and the correct sign will be shown in emails.
>
> Please check if OTRS is running in utf8 mode, then it should work  
> fine. :)

Sorry for the late reply.  It shows up fine on the web page, the  
problem is when it is sending e-mail.

--

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

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Damir Dzeko | 6 May 2008 21:57

Adding support for eduGAIN access

Hi,

I am a seasoned maintainer of OTRS installation in Croatian University 
Computing Centre in Zagreb (Srce, http://www.srce.hr/english/index.html).

I've made some smaller contributions to OTRS earlier and now I would like
to enable the users from all over Europe (eduGAIN) to use their credentials
to access this OTRS installation, and possibly others.

I have two questions:
1) Which is the best way to accomplish that?
2) Anybody interested to include that feature in the OTRS code-base?

For the first, we're experimenting with excellent PHP package called
simpleSAMLphp to add support for sign-on through SAML-based service
(that is mandatory). Support for OASIS SAML is much more mature in PHP
than it is in Perl (currently, my opinion). So we took path to use PHP
for that purpose through mechanism of HTTP redirects, HTML form redirects
(JavaScript submit actions). On server side we're using PHP::Session
Perl module to access session data created by PHP code which handles
session creation automatically. It's a bit messy, though it works fine.

So, a module called Kernel::System::Auth::simpleSAMLphpCustomerAuth.pm
(for example, made as a copy of LDAP.pm) checks what it has in session
variables which it accesses through the methods provided by PHP::Session
module, and if everything is ok, it gives access to authenticated user.

Since the relation between OTRS and the Customer is nontrivial, I think
it would be good to create local user account in the database. Right?

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Laurent Minost | 7 May 2008 10:12

Re: OTRS 2.2.6 : problem with Customer Companies listing

Hi,

Anyone having such a behaviour please ?

In order for me to "debug" the problem, does anyone having OTRS 2.2.6 
installed and working with an external MySQL database for Customer 
Companies can :
- tell me if the link "Company" in Agent frontend is displaying 
companies properly
- send me these files :
   -> Kernel/Config.pm
   -> Kernel/ZZZAuto.pm
   -> Kernel/ZZZAAuto.com
   -> Kernel/System/CustomerCompany.pm
   -> Kernel/Modules/AdminCustomerCompany.pm

Thanks by advance,

BR.

Laurent MINOST

Laurent Minost a écrit :
> Hi,
> 
> upgraded to OTRS 2.2.6 a few days ago and we are faced to a little problem :
> 
> Under the Agent frontend, the Company link is not displaying anymore our
>   companies from our external DB, when I click on the Company link/Icon,
>   I'm only having nothing displayed, just the possibility to add a new

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Mikhail Pauw | 7 May 2008 16:15

Re: Question: OTRS Dashboard

Hello Martin,

A dashboard sound great! 

Here are some ideas that pop in to my head:
- my open tickets (owner/responsible)
- tickets that are escalating (my  and all)
- tickets that have a follow up (my and all)
- total time written on tickets per day per user

And of course customizable by the user and by the admin for a group.

Keep up the good work!

Mikhail

-----Original Message-----
From: dev-bounces <at> otrs.org [mailto:dev-bounces <at> otrs.org] On Behalf Of Martin Edenhofer
Sent: zaterdag 19 april 2008 15:14
To: Development community of OTRS.org
Subject: [dev] Question: OTRS Dashboard

Hi,

just a next question, what do you think, what should be the content of  
an "OTRS Agent Dashboard"?

Any ideas are welcome! :)

Many thanks for feedback!

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jonathan sartin | 9 May 2008 00:09

Re: Java WebServiceClient for OTRS


On 29 Apr 2008, at 22:10, jonathan sartin wrote:

> Hi Hans..
>

<snip/>

>> To be more precise, if someone could see the working rpc- 
>> example.pl and the
>> corresponding WSDLs, the bootstrapping in the OTRS_SOAP-MyApp- 
>> project would
>> be much much easier.
>
> I agree. And if you hold on for a few days, I'll tidy up the work  
> that I have done on Tickets and Articles and let it loose for your  
> scrutiny 
>
>> Therefore I suggest, to generate (e.g. manually) WSDLs for the
>> rpc-example.pl. All other WSDLs would be a nice to have and could  
>> be done
>> later.

As promised.

It's not wsdl for the rpc-example.pl, but I have tested it with AXIS  
1.4 (my requirement). You can use this module and wsdl for creating  
and retrieving simple tickets/articles.

Hope this helps with your project:

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Felix J. Ogris | 9 May 2008 09:40

Re: Java WebServiceClient for OTRS

jonathan sartin (jonathan <at> opennms.org) wrote:

> It's not wsdl for the rpc-example.pl, but I have tested it with AXIS
> 1.4 (my requirement). You can use this module and wsdl for creating
> and retrieving simple tickets/articles.

Hi,

rpc/encoded works with Axis? I'd prefer document/literal (wrapped) as
rpc/encoded is not WS-I compliant. I also have problems importing it into MS
VisualStudio (stubs aren't generated).
BTW: You have to change the port address from
"http://localhost/otrs/opennms.pl" to whatever your local hostname is.

Regards,
Felix

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jonathan sartin | 9 May 2008 17:09

Re: Java WebServiceClient for OTRS

--------- Original Message --------
From: Development community of OTRS.org <dev <at> otrs.org>
To: Development community of OTRS.org <dev <at> otrs.org>
Subject: Re: [dev] Java WebServiceClient for OTRS
Date: 09/05/08 07:41

>
> jonathan sartin (jonathan <at> opennms.org) wrote:
>
> &gt; It's not wsdl for the rpc-example.pl, but I have tested it with AXIS
> &gt; 1.4 (my requirement). You can use this module and wsdl for creating
> &gt; and retrieving simple tickets/articles.
>
> Hi,
>
> rpc/encoded works with Axis?

It does with 1.4, anyway.

>I'd prefer document/literal (wrapped) as rpc/encoded is not WS-I compliant.

yeah, document/literal isn't exactly SOAP::Lite's strong point though. I
suspect it's possible but I can't find any examples to work with.

> I also have problems importing it into MS
> VisualStudio (stubs aren't generated).

That I can't help you with, I'm afraid.

> BTW: You have to change the port address from

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Axel Großklaus | 16 May 2008 14:34

Notification mechanism from ticket event handler?


moin,

i'm developing an otrs module that is triggered by TicketEventHandlerPost on
Event TicketQueueUpdate and reacts on tickets being moved to a specific
queue. now i'd need some way to give back an error message to the webuser if
something goes wrong, Something like LayoutObject->Notify().

but unfortunatley, since my module ist called by
Kernel::Ticket::TicketEventHandlerPost and Ticket.pm is a core module, i
dont have a layout object and so cannot use Notify().
I already do some logging via Kernel::System::Log, but that just goes to the
system log and so i cannot use to to notify the web user.

is there any other way, a module triggered by a ticket event can give any
feedback to the web user?

i thought about adding an "error report article" to the ticket, but thats a
bit too permanent for just a small error message..

tty, axel

--

-- 
Dipl.-Inform. Axel Großklaus                   ag <at> pre-secure.de
Senior Researcher               Phone (+49) 040 / 8080 77 - 880
                                Fax   (+49) 040 / 8080 77 - 877

PRESECURE Consulting GmbH, Muenster        AG Münster, HRB 6581
Geschäftsführer/Managing Director   Dr. Klaus-Peter Kossakowski

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Go Wow | 16 May 2008 15:47

Rich text Formatting

Hello

I know this is not the right place to post this question here but I'm in a dire need to resolve this. We have tested the otrs software for our needs everything is fulfilled expect one which unfortuanetly came in last. We want to send HTML or Rich Text replies to all the tickets how to achieve it in Version 2.2. I have already tested this post

http://lists.otrs.org/pipermail/otrs/2006-August/012101.html

but the problem im facing right now is that all the text in the Textarea is getting merged to one line (like salutation, signature, body etc). Yes I want to add line breaks but dunno how to do it. If anyone can point few things that will be great.

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Nagender Kumar Mallik | 20 May 2008 09:23

Help - Does OTRS provide interface to software integration likesalesforce/Vtrack?

Hi,

I am exploring the features of OTRS system. I have some queries regarding integration of software's like salesforce/Vtrack?

Does OTRS provide such a module interface for doing that? Kindly provide the necessary details.

Looking forward for your response.

Thanks and regards,

Nagender

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Re: [otrs] code to fix &#8217; and other codes when sending e-mail?

Adding support for eduGAIN access

Re: OTRS 2.2.6 : problem with Customer Companies listing

Re: Question: OTRS Dashboard

Re: Java WebServiceClient for OTRS

Re: Java WebServiceClient for OTRS

Re: Java WebServiceClient for OTRS

Notification mechanism from ticket event handler?

Rich text Formatting

Help - Does OTRS provide interface to software integration likesalesforce/Vtrack?

Re: [otrs] code to fix ’ and other codes when sending e-mail?