Hi guys,
thanks for your amazing work you've done here.
We are experiencing an issue during creating attachments through REST API after upgrading to OTRS 6.0.3.
It returns {"faultcode":"Server","faultstring":"CreateAttachment() Got no TicketID!"}; when "ArticleSend" and "To" params are not set.
It works flawlessly if GIArticleSend is not installed.

Example JSON payload:

1. Fail:
   "{\"SessionID\":\"123456789...\",\"Ticket\":{\"Title\":\"Example title\",\"QueueID\":XX,\"State\":\"new\",\"PriorityID\":3,\"CustomerUser\":XXXX,\"CustomerID\":\"xxxx\"},\"Article\":{\"CommunicationChannel\":\"Email\",\"From\":\"Ondrej Bina \\[email protected]\\u003e\",\"Subject\":\"Example subject\",\"Body\":\"Integration test\",\"ContentType\":\"text/plain; charset=utf8\"},\"Attachment\":{\"Content\":\"aWQsS8OzZCxOw6F6ZXYgZmlybXksU3RhdixUeXAsSGxhdm7DrSBrb250YWt0\\nIChlLW1haFrdCxEZW4gdsO9cGxhdHksTXpkb3bD\\noSDDusSNZXRuw60sVsO9cGxhdG\\nbW9jIMSMU1NaCjEwMDUseHl6MTIzLFhZWiBhLnMuLEFrdGl2bsOtLE16ZHks\\nbm9ib2R5\\nemFzw61sYXQscG9sYWsK\\n\",\"ContentType\":\"application/csv\",\"Filename\":\"test.csv\"}}"

2. Pass:
   "{\"SessionID\":\"123456789...\",\"Ticket\":{\"Title\":\"Example title\",\"QueueID\":XX,\"State\":\"new\",\"PriorityID\":3,\"CustomerUser\":XXXX,\"CustomerID\":\"xxxx\"},\"Article\":{\"CommunicationChannel\":\"Email\",\"From\":\"Ondrej Bina \\[email protected]\\u003e\",\"Subject\":\"Example subject\",\"Body\":\"Integration test\",\"ContentType\":\"text/plain; charset=utf8\",\"To\":\"Ondrej Bina \\[email protected]\\u003e\",\"ArticleSend\":1},\"Attachment\":{\"Content\":\"aWQsS8OzZCxOw6F6ZXYgZmlybXksU3RhdixUeXAsSGxhdm7DrSBrb250YWt0\\nIChlLW1haFrdCxEZW4gdsO9cGxhdHksTXpkb3bD\\noSDDusSNZXRuw60sVsO9cGxhdG\\nbW9jIMSMU1NaCjEwMDUseHl6MTIzLFhZWiBhLnMuLEFrdGl2bsOtLE16ZHks\\nbm9ib2R5\\nemFzw61sYXQscG9sYWsK\\n\",\"ContentType\":\"application/csv\",\"Filename\":\"test.csv\"}}"

There are obviously changes in OTRS 6 API ( especially in commit OTRS/otrs@5fdf347) but I'm not experienced in Perl enough to localize any possible connection.

Are you experiencing same issue with latest OTRS or is it rather any problem on our side?

Thanks for your response :]

Hey guys,

first I want to thank you for your nice work.

In our company we need to send Articles/Tickets via GI automatically by a script which runs monthly.
Sadly it is only possible to add one 'To' parameter with the ArticleSend feature. So my question is:

Is it possible to add more than one recipient?
That would be really awesome.

We are running OTRS 5 on our Ubuntu-Server.
Just let me know if you need any further information.

Thanks a lot.

Greetings,
Oliver

There was a minor change in this commit:
OTRS/otrs@ac9063f#diff-e36c34534d0d7f0b8fc95df09fc1cb9a

Which we should use to, so there is no different behaviour in the handling of the encoding

Hi!

Normally you can send emails PGP encrypted via OTRS, but I see that your package does not support that yet. In OTRS, ArticleSend does support this, via. the EmailSecurity field in the options.

EmailSecurity => {
            Backend     => 'PGP',                       # PGP or SMIME
            Method      => 'Detached',                  # Optional Detached or Inline (defaults to Detached)
            SignKey     => '81877F5E',                  # Optional
            EncryptKeys => [ '81877F5E', '3b630c80' ],  # Optional
        }

If it would be possible to specify this EmailSecurity option into GIArticleSend, that would be great.

Additionally, it would also be great if I could specify a plaintext of the article (that goes into the database), and a ciphertext (pre-encrypted PGP data) that would be sent in the email.

That would allow us to sometimes pre-encrypt something, without having to involve OTRS. This could be practical in some scenarios.

Thanks!

great thing you did here, really appreciate your hard work :)

I got small thing, is not a problem, is more of a feature request...

We use this to send email through API from our employee through OTRS to customer while still keeping copy in OTRS, which is exactly what we wanted, but recently it seems customers are either bothered by the subject line or it gets filtered by their incoming filters as somehow suspicious message....

I had a look and its mainly because subject line contains Ticket ID, which customer does not necessarily need...

I did some digging around and found this:
http://lists.otrs.org/pipermail/otrs/2009-November/029266.html

Which is exactly right and can be configured:

But that means for us that we change this for the whole system and that would hurt internal process of using OTRS, where we work with this ID to ease the pain of searching and stuff....

Please is there any chance you would consider putting another param in for this?

Ideal case for me is as I added to request these line from this plugin:

ArticleSend => 1,
To          => '[email protected]', # Email address to send article to.

I would also give it:

SubjectFormat => 'None' # Possible options 'Left', 'Right', 'None'

Otherwise it defaults to system setting described in:
http://lists.otrs.org/pipermail/otrs/2009-November/029266.html

Is it anywhere near possible? I am long time Ruby developer with PHP and Python experience, never done fulltime Perl, but I am willing to help if you point me in right direction :)

Thanks a lot :)

Environment

• OS: Debian 11 (with MariaDB 10.5)
• Browser: Not relevant
• OTRS version:
  • Znuny LTS 6.0.45
  • Znuny4OTRS-Repo  6.0.76
  • Znuny4OTRS-GIArticleSend 6.0.8

Expected behavior

Not to crash OTRS.

Actual behavior

Using exactly the same REST API request, sometimes it works without a problem but other times it crashes whole OTRS instance.
Error logs and the request example is enclosed below.

How to reproduce

Steps to reproduce the behavior:

1. Send this REST request:

POST https://{{serverUrl}}/otrs/nph-genericinterface.pl/Webservice/GenericTicketConnectorREST/Ticket

with body:

{
	"SessionID": "{{SessionID}}",
	"Ticket": {
		"QueueID": 1,
		"TypeID": 1,
		"StateID": 4,
		"PriorityID": 3,
		"Title": "Test title",
		"CustomerUser": "[email protected]"
	},
	"Article": {
		"ArticleSend": 1,
		"CommunicationChannelID": 1,
		"SenderType": "agent",
		"IsVisibleForCustomer": 1,
		"ContentType": "text/html; charset=utf-8",
		"To": "[email protected]",
		"From": "[email protected]",
		"Subject": "Test Subject",
		"Body": "Test body"
	}
}

2. Most of the times the ticket is created correctly and e-mail is sent to it's recipient, but few times (appears to be random) it crashes with error:

[:error] [pid 2539705] Can't locate object method "Init" via package "Kernel::GenericInterface::Operation::Ticket::TicketCreate" at /opt/otrs/Custom/Kernel/GenericInterface/Operation/Ticket/TicketCreate.pm line 345.
[:error] [pid 2539692] Can't locate object method "ValidateCustomer" via package "Kernel::GenericInterface::Operation::Ticket::TicketCreate" at /opt/otrs/Custom/Kernel/GenericInterface/Operation/Ticket/TicketCreate.pm line 673.
[perl:error] [pid 2539396] [client IP:PORT] Use of each() on hash after insertion without resetting hash iterator results in undefined behavior, Perl interpreter: 0x55cbc124e080 at /opt/otrs/Kernel/cpan-lib/Apache2/Reload.pm line 171.

When a ticket is created in otrs, it is sent with the signature that has the queue established
When a ticket is created via rest in the same queue, it is send without signature

Expected behavior

When creating a ticket via rest api in a queue that has a signature assigned, the message should be sent with that signature.

Actual behavior

Currently a ticket is created via rest api in a queue that has a signature assigned, it is sent without the signature

How to reproduce

Create a queue.
Assign to this queue a signature.
Create a ticket via otrs rest, this ticket will be sent without signature.