Package: otrs2
Version: 5.0.16-1+deb9u5
Severity: important
Tags: upstream
After upgrading to OTRS 5 (from OTRS 3) we discovered that the
CustomerID field wasn't being filled automatically from the sender's
email address for new tickets. After some investigation, this is a knows
upstream bug affecting specifically OTRS release 5.0.16
https://community.otrs.com/release-notes-otrs-5s-patch-level-17/
(look for "follow up to fix 10691").
Upgrading to OTRS release 5.0.17 fixes this issue. In our case, we
applied the following patch, which is a minimal version from OTRS's own fix.
--- NewTicket.pm_old 2018-05-15 11:13:00.579099771 +0100
+++ NewTicket.pm_new 2018-05-15 11:13:30.439431486 +0100
@@ -206,6 +206,10 @@
}
}
+ if ( !$GetParam{'X-OTRS-CustomerNo'} ) {
+ $GetParam{'X-OTRS-CustomerNo'} = $GetParam{SenderEmailAddress};
+ }
+
# if there is no customer user found!
if ( !$GetParam{'X-OTRS-CustomerUser'} ) {
$GetParam{'X-OTRS-CustomerUser'} = $GetParam{SenderEmailAddress};
Best regards
Antonio
-- System Information:
Debian Release: 9.4
APT prefers stable-updates
APT policy: (500, 'stable-updates'), (500, 'oldstable-updates'), (500,
'oldoldstable-updates'), (500, 'oldoldstable'), (500, 'stable'), (500,
'oldstable')
Architecture: amd64 (x86_64)
Kernel: Linux 4.9.0-6-amd64 (SMP w/8 CPU cores)
Locale: LANG=en_US.UTF-8, LC_CTYPE=UTF-8 (charmap=UTF-8) (ignored: LC_ALL set
to en_US.UTF-8), LANGUAGE=en_US:en (charmap=UTF-8) (ignored: LC_ALL set to
en_US.UTF-8)
Shell: /bin/sh linked to /bin/dash
Init: systemd (via /run/systemd/system)
Versions of packages otrs2 depends on:
ii adduser 3.115
ii apache2 [httpd-cgi] 2.4.25-3+deb9u4
ii dbconfig-common 2.0.8
ii debconf [debconf-2.0] 1.5.61
ii fonts-font-awesome 4.7.0~dfsg-1
ii libapache-dbi-perl 1.12-1
ii libapache2-reload-perl 0.13-1
ii libauthen-sasl-perl 2.1600-1
ii libcgi-pm-perl 4.35-1
ii libcrypt-eksblowfish-perl 0.009-2+b2
ii libcrypt-passwdmd5-perl 1.3-10
ii libcss-minifier-perl 0.01-1
ii libdate-pcalc-perl 6.1-4+b2
ii libdbd-mysql-perl 4.041-2
ii libdbi-perl 1.636-1+b1
ii libemail-valid-perl 1.202-1
ii libencode-hanextra-perl 0.23-4+b2
ii libexcel-writer-xlsx-perl 0.95-1
ii libgd-graph-perl 1.48-2
ii libgd-perl [libgd-gd2-perl] 2.53-3
ii libgd-text-perl 0.86-9
ii libhtml-parser-perl 3.72-3
ii libhtml-tagset-perl 3.20-3
ii libhtml-truncate-perl 0.20-1
ii libio-interactive-perl 1.022-1
ii libio-stringy-perl 2.111-2
ii libjavascript-minifier-perl 1.11-1
ii libjson-perl 2.90-1
ii libjson-xs-perl 3.030-1
ii liblingua-translit-perl 0.26-1
ii liblinux-distribution-perl 0.23-1
ii libmail-imapclient-perl 3.38-1
ii libmail-pop3client-perl 2.19-1
ii libmailtools-perl 2.18-1
ii libmime-tools-perl 5.508-1
ii libnet-imap-simple-perl 1.2207-1
ii libnet-imap-simple-ssl-perl 1.3-3
ii libnet-ldap-perl 1:0.6500+dfsg-1
ii libnet-smtp-ssl-perl 1.04-1
ii libnet-smtp-tls-butmaintained-perl 0.24-1
ii libnet-sslglue-perl 1.057-1
ii libpdf-api2-perl 2.030-1
ii libperl5.24 [libdigest-sha-perl] 5.24.1-3+deb9u3
ii libpod-strip-perl 1.02-2
ii libproc-daemon-perl 0.23-1
ii libschedule-cron-events-perl 1.95-1
ii libsoap-lite-perl 1.20-1
ii libsys-hostname-long-perl 1.5-1
ii libtemplate-perl 2.24-1.2+b3
ii libtext-csv-perl 1.33-2
ii libtext-csv-xs-perl 1.26-1
ii libtext-diff-perl 1.44-1
ii libxml-feedpp-perl 0.43-1
ii libxml-libxml-perl 2.0128+dfsg-1+deb9u1
ii libxml-libxslt-perl 1.95-1+b1
ii libxml-parser-lite-perl 0.721-1
ii libxml-parser-perl 2.44-2+b1
ii libyaml-libyaml-perl 0.63-2
ii libyaml-perl 1.21-1
ii perl 5.24.1-3+deb9u3
ii ttf-dejavu-core 2.37-1
ii ttf-dejavu-extra 2.37-1
ii ucf 3.0036
Versions of packages otrs2 recommends:
ii default-mysql-client 1.0.2
ii ispell 3.4.00-5
ii postgresql-client-9.3 [postgresql-client] 9.3.6-1~cj1
ii postgresql-client-9.4 [postgresql-client] 9.4.15-0+deb8u1
ii postgresql-client-9.6 [postgresql-client] 9.6.7-0+deb9u1
ii procmail 3.22-25+deb9u1
Versions of packages otrs2 suggests:
ii default-mysql-server 1.0.2
ii postgresql 9.6+181+deb9u1
-- debconf information:
otrs2/dbconfig-reinstall: false
otrs2/pgsql/no-empty-passwords:
otrs2/remove-error: abort
otrs2/remote/port:
otrs2/pgsql/changeconf: false
otrs2/db/dbname:
otrs2/db/app-user: otrs
otrs2/upgrade-backup: true
otrs2/passwords-do-not-match:
otrs2/database-type:
otrs2/db/basepath:
otrs2/dbconfig-remove:
otrs2/mysql/admin-user:
otrs2/upgrade-error: abort
otrs2/pgsql/manualconf:
otrs2/remote/host: localhost
otrs2/internal/skip-preseed: false
otrs2/pgsql/admin-user: postgres
otrs2/pgsql/authmethod-user: ident
otrs2/pgsql/authmethod-admin: ident
otrs2/purge: false
otrs2/install-error: abort
otrs2/pgsql/method: TCP/IP
otrs2/remote/newhost:
otrs2/dbconfig-upgrade: true
otrs2/mysql/method: Unix socket
otrs2/internal/reconfiguring: false
* otrs2/dbconfig-install: false
otrs2/missing-db-package-error: abort
