Re: [otrs] Wrong customer selection in CC on incoming ticket
Marco Ferreira <[email protected]> Tue, 7 Apr 2015 10:44:04 +0100
| Newsgroups | gmane.comp.otrs.internationalization |
|---|---|
| Message-ID | <[email protected]> |
--===============0878161715== Content-Language: pt-PT Content-Type: multipart/alternative; boundary="_000_1A29EA1E8F8F1E4E854FDDBE5265EF880E242197D7INFEX02dnbptc_" --_000_1A29EA1E8F8F1E4E854FDDBE5265EF880E242197D7INFEX02dnbptc_ Content-Type: text/plain; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable Hi, Sandhaus Thanks for your help, I will apply the workaround :) Best regards, Marco De: Christoph Sandhaus [mailto:[email protected]] Enviada: ter=E7a-feira, 7 de Abril de 2015 08:06 Para: Marco Ferreira Cc: [email protected] Assunto: Re: [otrs] Wrong customer selection in CC on incoming ticket Hello Marco, I have filed a bug report, this contains a VERY SHORT workaround (modify ro= w 258 in .../Kernel/System/CustomerUser/DB.pm): http://bugs.otrs.org/show_bug.cgi?id=3D11164 This modification has to be done on each update and it is still incomplete,= because among others it does not consider case sensitive search. I hope this helps for a barely solution. Unfortunately this bug is in new state since 13th of march ... Best regards, Christoph Sandhaus Am Dienstag, 31. M=E4rz 2015, 12:36:56 schrieb Marco Ferreira: > Hi OTRS Community and Christoph Sandhaus, > > I have installed OTRS version otrs-4.0.5 running on Linux CentOS 6 x64 an= d I have the same problem report for Christoph Sandhaus as the email below.= Someone have this problem and know how to solved or Christoph you know how= to fix? > > > On an incoming ticket via PostMaster otrs adds a wrong customer on CC and= sends a confirmation mail. > I would like to figure out how otrs selects this customer. But I have _no= _ idea where to start over. Any hint is apprechiated! > Here is a description of my problem: > All our customer IDs are mailaddresses. > Assume the customers mail address of the incoming ticket is > [email protected]<mailto:[email protected]> > But additionally there is a customers address like > [email protected]<mailto:[email protected]> > Now the ticket history contains (freely translated from german): > NewTicket - ... > CustomerUpdate - updated: CustomerId=3D...;CustomerUser=3Dfirst.last@myco= mpany.com > ... > SendAutoReply - AutoReply send to <[email protected]<mailto:la...@mycom= pany.com>> > The auto reply mail contains an "CC" entry to "[email protected]<mail= to:[email protected]>". > Thanks for any help ... > > > Thanks in advance. > > Best regards, > Marco Ferreira > --_000_1A29EA1E8F8F1E4E854FDDBE5265EF880E242197D7INFEX02dnbptc_ Content-Type: text/html; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable <META HTTP-EQUIV=3D"Content-Type" CONTENT=3D"text/html; charset=3Diso-8859-= 1"> <html xmlns:v=3D"urn:schemas-microsoft-com:vml" xmlns:o=3D"urn:schemas-micr= osoft-com:office:office" xmlns:w=3D"urn:schemas-microsoft-com:office:word" = xmlns:m=3D"http://schemas.microsoft.com/office/2004/12/omml" xmlns=3D"http:= //www.w3.org/TR/REC-html40"><head><meta name=3DGenerator content=3D"Microso= ft Word 14 (filtered medium)"><style><!-- /* Font Definitions */ @font-face {font-family:Wingdings; panose-1:5 0 0 0 0 0 0 0 0 0;} @font-face {font-family:Wingdings; panose-1:5 0 0 0 0 0 0 0 0 0;} @font-face {font-family:Calibri; panose-1:2 15 5 2 2 2 4 3 2 4;} @font-face {font-family:Tahoma; panose-1:2 11 6 4 3 5 4 4 2 4;} @font-face {font-family:Ubuntu; panose-1:0 0 0 0 0 0 0 0 0 0;} /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {margin:0cm; margin-bottom:.0001pt; font-size:12.0pt; font-family:"Times New Roman","serif";} a:link, span.MsoHyperlink {mso-style-priority:99; color:blue; text-decoration:underline;} a:visited, span.MsoHyperlinkFollowed {mso-style-priority:99; color:purple; text-decoration:underline;} p {mso-style-priority:99; mso-margin-top-alt:auto; margin-right:0cm; mso-margin-bottom-alt:auto; margin-left:0cm; font-size:12.0pt; font-family:"Times New Roman","serif";} span.EstiloCorreioElectrnico18 {mso-style-type:personal-reply; font-family:"Arial","sans-serif"; color:black;} .MsoChpDefault {mso-style-type:export-only; font-size:10.0pt;} @page WordSection1 {size:612.0pt 792.0pt; margin:72.0pt 72.0pt 72.0pt 72.0pt;} div.WordSection1 {page:WordSection1;} --></style><!--[if gte mso 9]><xml> <o:shapedefaults v:ext=3D"edit" spidmax=3D"1026" /> </xml><![endif]--><!--[if gte mso 9]><xml> <o:shapelayout v:ext=3D"edit"> <o:idmap v:ext=3D"edit" data=3D"1" /> </o:shapelayout></xml><![endif]--></head><body lang=3DPT link=3Dblue vlink= =3Dpurple><div class=3DWordSection1><p class=3DMsoNormal><span style=3D'fon= t-size:10.0pt;font-family:"Arial","sans-serif";color:black'>Hi, </span><spa= n style=3D'font-family:"Ubuntu","serif"'>Sandhaus<o:p></o:p></span></p><p c= lass=3DMsoNormal><span style=3D'font-family:"Ubuntu","serif"'><o:p> </= o:p></span></p><p class=3DMsoNormal><span lang=3DEN-US style=3D'font-family= :"Ubuntu","serif"'>Thanks for your help, I will apply the workaround </span= ><span lang=3DEN-US style=3D'font-family:Wingdings'>J</span><span lang=3DEN= -US style=3D'font-family:"Ubuntu","serif"'> <o:p></o:p></span></p><p class= =3DMsoNormal><span lang=3DEN-US style=3D'font-family:"Ubuntu","serif"'><o:p= > </o:p></span></p><p class=3DMsoNormal><span lang=3DEN-US style=3D'fo= nt-family:"Ubuntu","serif"'>Best regards,<o:p></o:p></span></p><p class=3DM= soNormal><span lang=3DEN-US style=3D'font-family:"Ubuntu","serif"'>Marco </= span><span lang=3DEN-US style=3D'font-size:10.0pt;font-family:"Arial","sans= -serif";color:black'><o:p></o:p></span></p><p class=3DMsoNormal><span lang= =3DEN-US style=3D'font-size:10.0pt;font-family:"Arial","sans-serif";color:b= lack'><o:p> </o:p></span></p><div><div style=3D'border:none;border-top= :solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm'><p class=3DMsoNormal><b><sp= an style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'>De:</span><= /b><span style=3D'font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Chri= stoph Sandhaus [mailto:[email protected]] <br><b>Enviada:</b> ter=E7a-= feira, 7 de Abril de 2015 08:06<br><b>Para:</b> Marco Ferreira<br><b>Cc:</b= > [email protected]<br><b>Assunto:</b> Re: [otrs] Wrong customer selection in C= C on incoming ticket<o:p></o:p></span></p></div></div><p class=3DMsoNormal>= <o:p> </o:p></p><p style=3D'margin:0cm;margin-bottom:.0001pt'><span st= yle=3D'font-family:"Ubuntu","serif"'>Hello Marco,<o:p></o:p></span></p><p s= tyle=3D'margin:0cm;margin-bottom:.0001pt;-qt-paragraph-type:empty;-qt-block= -indent:0'><span style=3D'font-family:"Ubuntu","serif"'> <o:p></o:p></= span></p><p style=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-indent:0'><= span style=3D'font-family:"Ubuntu","serif"'>I have filed a bug report, this= contains a VERY SHORT workaround (modify row 258 in .../Kernel/System/Cust= omerUser/DB.pm):<o:p></o:p></span></p><p style=3D'margin:0cm;margin-bottom:= .0001pt;-qt-block-indent:0'><span style=3D'font-family:"Ubuntu","serif"'><a= href=3D"http://bugs.otrs.org/show_bug.cgi?id=3D11164">http://bugs.otrs.org= /show_bug.cgi?id=3D11164</a><o:p></o:p></span></p><p style=3D'margin:0cm;ma= rgin-bottom:.0001pt;-qt-paragraph-type:empty;-qt-block-indent:0'><span styl= e=3D'font-family:"Ubuntu","serif"'> <o:p></o:p></span></p><p style=3D'= margin:0cm;margin-bottom:.0001pt;-qt-block-indent:0'><span style=3D'font-fa= mily:"Ubuntu","serif"'>This modification has to be done on each update and = it is still incomplete, because among others it does not consider case sens= itive search.<o:p></o:p></span></p><p style=3D'margin:0cm;margin-bottom:.00= 01pt;-qt-block-indent:0'><span style=3D'font-family:"Ubuntu","serif"'>I hop= e this helps for a barely solution.<o:p></o:p></span></p><p style=3D'margin= :0cm;margin-bottom:.0001pt;-qt-paragraph-type:empty;-qt-block-indent:0'><sp= an style=3D'font-family:"Ubuntu","serif"'> <o:p></o:p></span></p><p st= yle=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-indent:0'><span style=3D'= font-family:"Ubuntu","serif"'>Unfortunately this bug is in new state since = 13th of march ...<o:p></o:p></span></p><p style=3D'margin:0cm;margin-bottom= :.0001pt;-qt-paragraph-type:empty;-qt-block-indent:0'><span style=3D'font-f= amily:"Ubuntu","serif"'> <o:p></o:p></span></p><p style=3D'margin:0cm;= margin-bottom:.0001pt;-qt-block-indent:0'><span style=3D'font-family:"Ubunt= u","serif"'>Best regards,<o:p></o:p></span></p><p style=3D'margin:0cm;margi= n-bottom:.0001pt;-qt-block-indent:0'><span style=3D'font-family:"Ubuntu","s= erif"'>Christoph Sandhaus<o:p></o:p></span></p><p style=3D'margin:0cm;margi= n-bottom:.0001pt;-qt-paragraph-type:empty;-qt-block-indent:0'><span style= =3D'font-family:"Ubuntu","serif"'> <o:p></o:p></span></p><p style=3D'm= argin:0cm;margin-bottom:.0001pt;-qt-block-indent:0'><span style=3D'font-fam= ily:"Ubuntu","serif"'>Am Dienstag, 31. M=E4rz 2015, 12:36:56 schrieb Marco = Ferreira:<o:p></o:p></span></p><p style=3D'margin:0cm;margin-bottom:.0001pt= ;-qt-block-indent:0;-qt-user-state:0'><span style=3D'font-family:"Ubuntu","= serif"'>> Hi OTRS Community and Christoph Sandhaus,<o:p></o:p></span></p= ><p style=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-indent:0;-qt-user-s= tate:0'><span style=3D'font-family:"Ubuntu","serif"'>> <o:p></o:p></span= ></p><p style=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-indent:0;-qt-us= er-state:0'><span style=3D'font-family:"Ubuntu","serif"'>> I have instal= led OTRS version otrs-4.0.5 running on Linux CentOS 6 x64 and I have the sa= me problem report for Christoph Sandhaus as the email below. Someone have t= his problem and know how to solved or Christoph you know how to fix?<o:p></= o:p></span></p><p style=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-inden= t:0;-qt-user-state:0'><span style=3D'font-family:"Ubuntu","serif"'>> <o:= p></o:p></span></p><p style=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-i= ndent:0;-qt-user-state:0'><span style=3D'font-family:"Ubuntu","serif"'>>= <o:p></o:p></span></p><p style=3D'margin:0cm;margin-bottom:.0001pt;-qt-blo= ck-indent:0;-qt-user-state:0'><span style=3D'font-family:"Ubuntu","serif"'>= > On an incoming ticket via PostMaster otrs adds a wrong customer on CC = and sends a confirmation mail.<o:p></o:p></span></p><p style=3D'margin:0cm;= margin-bottom:.0001pt;-qt-block-indent:0;-qt-user-state:0'><span style=3D'f= ont-family:"Ubuntu","serif"'>> I would like to figure out how otrs selec= ts this customer. But I have _no_ idea where to start over. Any hint is app= rechiated!<o:p></o:p></span></p><p style=3D'margin:0cm;margin-bottom:.0001p= t;-qt-block-indent:0;-qt-user-state:0'><span style=3D'font-family:"Ubuntu",= "serif"'>> Here is a description of my problem:<o:p></o:p></span></p><p = style=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-indent:0;-qt-user-state= :0'><span style=3D'font-family:"Ubuntu","serif"'>> All our customer IDs = are mailaddresses.<o:p></o:p></span></p><p style=3D'margin:0cm;margin-botto= m:.0001pt;-qt-block-indent:0;-qt-user-state:0'><span style=3D'font-family:"= Ubuntu","serif"'>> Assume the customers mail address of the incoming tic= ket is<o:p></o:p></span></p><p style=3D'margin:0cm;margin-bottom:.0001pt;-q= t-block-indent:0;-qt-user-state:0'><span style=3D'font-family:"Ubuntu","ser= if"'>> <a href=3D"mailto:[email protected]">[email protected]</a><o:= p></o:p></span></p><p style=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-i= ndent:0;-qt-user-state:0'><span style=3D'font-family:"Ubuntu","serif"'>>= But additionally there is a customers address like<o:p></o:p></span></p><p= style=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-indent:0;-qt-user-stat= e:0'><span style=3D'font-family:"Ubuntu","serif"'>> <a href=3D"mailto:fi= [email protected]">[email protected]</a><o:p></o:p></span></p><p st= yle=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-indent:0;-qt-user-state:0= '><span style=3D'font-family:"Ubuntu","serif"'>> Now the ticket history = contains (freely translated from german):<o:p></o:p></span></p><p style=3D'= margin:0cm;margin-bottom:.0001pt;-qt-block-indent:0;-qt-user-state:0'><span= style=3D'font-family:"Ubuntu","serif"'>> NewTicket - ...<o:p></o:p></sp= an></p><p style=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-indent:0;-qt-= user-state:0'><span style=3D'font-family:"Ubuntu","serif"'>> CustomerUpd= ate - updated: CustomerId=3D...;[email protected]<o:p= ></o:p></span></p><p style=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-in= dent:0;-qt-user-state:0'><span style=3D'font-family:"Ubuntu","serif"'>> = ...<o:p></o:p></span></p><p style=3D'margin:0cm;margin-bottom:.0001pt;-qt-b= lock-indent:0;-qt-user-state:0'><span style=3D'font-family:"Ubuntu","serif"= '>> SendAutoReply - AutoReply send to <<a href=3D"mailto:la...@mycomp= any.com">[email protected]</a>><o:p></o:p></span></p><p style=3D'margi= n:0cm;margin-bottom:.0001pt;-qt-block-indent:0;-qt-user-state:0'><span styl= e=3D'font-family:"Ubuntu","serif"'>> The auto reply mail contains an &qu= ot;CC" entry to "<a href=3D"mailto:[email protected]">fist...= @mycompany.com</a>".<o:p></o:p></span></p><p style=3D'margin:0cm;margi= n-bottom:.0001pt;-qt-block-indent:0;-qt-user-state:0'><span style=3D'font-f= amily:"Ubuntu","serif"'>> Thanks for any help ...<o:p></o:p></span></p><= p style=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-indent:0;-qt-user-sta= te:0'><span style=3D'font-family:"Ubuntu","serif"'>> <o:p></o:p></span><= /p><p style=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-indent:0;-qt-user= -state:0'><span style=3D'font-family:"Ubuntu","serif"'>> <o:p></o:p></sp= an></p><p style=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-indent:0;-qt-= user-state:0'><span style=3D'font-family:"Ubuntu","serif"'>> Thanks in a= dvance.<o:p></o:p></span></p><p style=3D'margin:0cm;margin-bottom:.0001pt;-= qt-block-indent:0;-qt-user-state:0'><span style=3D'font-family:"Ubuntu","se= rif"'>> <o:p></o:p></span></p><p style=3D'margin:0cm;margin-bottom:.0001= pt;-qt-block-indent:0;-qt-user-state:0'><span style=3D'font-family:"Ubuntu"= ,"serif"'>> Best regards,<o:p></o:p></span></p><p style=3D'margin:0cm;ma= rgin-bottom:.0001pt;-qt-block-indent:0;-qt-user-state:0'><span style=3D'fon= t-family:"Ubuntu","serif"'>> Marco Ferreira<o:p></o:p></span></p><p styl= e=3D'margin:0cm;margin-bottom:.0001pt;-qt-block-indent:0;-qt-user-state:0'>= <span style=3D'font-family:"Ubuntu","serif"'>> <o:p></o:p></span></p></d= iv></body></html>= --_000_1A29EA1E8F8F1E4E854FDDBE5265EF880E242197D7INFEX02dnbptc_-- --===============0878161715== Content-Type: text/plain; charset="us-ascii" MIME-Version: 1.0 Content-Transfer-Encoding: 7bit Content-Disposition: inline --------------------------------------------------------------------- OTRS mailing list: i18n - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/i18n To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/i18n --===============0878161715==--