Ticket List Layout doesn't show information

OpenNingia commented 13 years ago

I am testing this gateway between Joomla and Otrs. Submitting ticket works fine and from OTRS backend I can reply to them.

However on the Joomla frontend I cannot manage to interact with an existing ticket.

After clicking on a ticket in the ticket list view here what I get. http://imm.io/56md

Joomla My Ticket View

If I try to reply to that ticket I get an alert with the string 'OTRS_TICKET_ACCESS_DENIED' nothing more.

How can I solve this?

OpenNingia commented 13 years ago

I've got it. The issue is that the ticket contains HTML data. Passing HTML data via SOAP caused a format exception. I fixed it just by passing the ticket body as CDATA.

file: JoomlaGateway.pm function: GetTicket

if (%ArticleBodyData) {
    $item->{'Body'} = '<![CDATA[' . $ArticleBodyData{'Content'} . ']]>'
    $item->{'Type'} = 'text/html';
}

vittala commented 13 years ago

Hi OpenNingia

Many thanks for that patch. I'll try and replicate it here and add it to the tree.

Regards Vittal

vittala commented 13 years ago

Hi OpenNingia

I've not been able to replicate your issue on my local test system. Can you let me know the following about your setup:

The actual ticket text that caused the problem
The version of the SOAP::Lite module installed on the OTRS server
The version of OTRS being used
Where the format exception error was raised (Joomla side or OTRS side), and if possible the exact error raised
The version of Joomla being used
The PHP version used to run Joomla
The version of libxml (available from the Joomla PHP system info page) used

Regards Vittal

OpenNingia commented 13 years ago

Hi Vittal,

my setup is:

OS: Ubuntu 8.04 Server
Kernel: Linux 2.6.24-26-server
SOAP::Lite ( libsoap-lite-perl ): 0.69-2
As far as I understand the exception was Joomla Side
The error: SOAP Fault: (faultcode: Client, faultstring: SOAP-ERROR: Encoding: Violation of encoding rules)
Joomla version: 1.5.23
PHP version: 5.2.4-2ubuntu5.10
libxml version: 2.6.31

More details: request data and response data

REQUEST:
some_usersome_passJoomlaGatewayObjectGetTicketTicketID4CustomerUserLogintest01CustomerUserIDtest01Permissionro 
END_REQUEST

RESPONSE:
3138.2 KBytesimage/jpeg4-gandolf-math-mathfail1-1.jpg39077238.2 KBytesimage/jpeg4-gandolf-math-    mathfail1.jpg390777Softwareclosed successfultext/html72011-04-20     11:10:56PGh0bWw+PGhlYWQ+PG1ldGEgaHR0cC1lcXVpdj0iQ29udGVudC1UeXBlIiBjb250ZW50PSJ0ZXh0L2h0bWw7IGNoYXJzZX  Q9dXRmLTgiLz48L2hlYWQ+PGJvZHkgc3R5bGU9ImZvbnQtZmFtaWx5OkdlbmV2YSxIZWx2ZXRpY2EsQXJpYWwsc2Fucy1zZXJpZj   sgZm9udC1zaXplOiAxMnB4OyI+PHA+PHN0cm9uZz5Qcm92aWFtbyBxdWFsY29zYSBkaSBwaXUnIGVsYWJvcmF0bzwvc3Ryb25  nPjwvcD4NCjxwPsKgPC9wPg0KPHA+PHN0cm9uZz48ZW0+VGVudG8gYW5jb3JhIGRpIGludmlhcmUgdW4gYWxsZWdhdG8uPC9l  bT48L3N0cm9uZz48L3A+PC9ib2R5PjwvaHRtbD4=Test 01 <test01@email.com>24text/html82011-04-20 11:11:17<html><head>  <meta http-equiv="Content-Type" content="text/html; charset=utf-8"/></head><body style="font-  family:Geneva,Helvetica,Arial,sans-serif; font-size: 12px;"><p>mi ero scordato una cosa!!!</p></body></html>Test 01   <test01@email.com>text/html92011-04-20 11:17:20Dear Test 01,
END_RESPONSE

best regards, Daniele

vittala commented 13 years ago

Thanks Daniele

I'll have a look into it. I suspect the problem lies in one of SOAP::Lite or libxml. I don't see problems with SOAP::Lite 0.712 and libxml 2.7.6.

Regards Vittal

OpenNingia commented 13 years ago

Sorry I always close the issue by mistake. However I also tried with Ubuntu 10.10 and newest SOAP::Lite and there I experienced another problem ( that you also have troubleshooted in the installation PDF ) where I was not able to connect to OTRS from Joomla.

( The sysread vs read issue in SOAP::Lite ). So I downgraded to Ubuntu 8.04 and it works fine, except this issue.

OpenNingia commented 13 years ago

This is fixed with last version of SOAP::Lite library ( 0.713 if i remember well )

cognidox / OTRS-Joomla-Gateway

Ticket List Layout doesn't show information #13