[SOLVED] HOW TO Insert customer IP Address into Ticket Information OTRS 3.6

PriteshP23 · Post by **PriteshP23** » 20 Apr 2015, 15:04

Hello,
I would like to add IP Address of customer in Ticket Information section, to see when we do AgentTicketZoom. Problem is that it shows "SAME ip" value for all tickets. I hope i am clear.
I added IP label to file AgentTicketZoom.dtl.

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/opt/otrs/Kernel/Output/HTML/Standard/AgentTicketZoom.dtl
<label>IP Addrs : </label><a href="https://www.abc.com/ip?ip_addr=$Env{"REMOTE_ADDR"}" target="_blank" class="DynamicFieldLink" > $Env{"REMOTE_ADDR"} </a>
</label>

Kernel/Output/HTML/Standard/CustomerTicketMessage.dtl
Near the very bottom of the file, there's a <script> tag that runs the "Core.Customer.InitFocus();" function. Right beneath that line, i add the following:

Code: Select all

document.getElementById('ipaddr').style.display = 'none';
document.getElementById('IP').style.display = 'none';
document.getElementById("ipaddr").value = "$Env{"REMOTE_ADDR"}";

Result:
It make same IP Address for ALL tickets.
IP Addrs : 192.169.159.38

Did i miss something? Any idea ? Please let me know if you have any suggestion or need more problem information.

Many Thanks in advanced for your time and input !

eandrex · Post by **eandrex** » 20 Apr 2015, 15:09

Is there a proxy behind? if so, try using: HTTP_FORWARDED_FOR

and i think it is not necesary to edit AgentTicketZoom.dtl.

Just create a dynamicfield (i guess you already did so) and modify that value in CustomerTicketMessage.dtl. Now enable that dynamicifield in your AgentTicketZoom (Sysconfig).

PriteshP23 · Post by **PriteshP23** » 20 Apr 2015, 15:29

@eandrex
First of all Thanks for quick response.
I am not sure for proxy-behind but still i tried your trick. Its not working in my case.

Yes, i have already created dynamicfield and also activated in sysconfig. Just to make sure i need to enable by writing fieldname in sysconfig, not by label name, right? I put value 1 to enable it.

PriteshP23 · Post by **PriteshP23** » 22 Apr 2015, 14:30

Its showing my IP address instead of customer's IP. Any idea ?
thanks !

PriteshP23 · Post by **PriteshP23** » 27 Apr 2015, 15:40

@eandrex

I added in Plain Format "X-Me-Ip" to get the real IP of client. Its working. But how to show it in Ticket Information ? I modify AgentTicketZoom.dtl file but its not showing X-Me-Ip value from header.

@crythias
Any idea to get IP value from header?

Many Thanks !

Post by **crythias** » 27 Apr 2015, 17:35

Yes, but I don't trust it. viewtopic.php?t=8933

PriteshP23 · Post by **PriteshP23** » 27 Apr 2015, 18:01

@crythias

Yes, but I don't trust it.

Thanks ! As you can see my comment on that topic, i already tried but didnt work in my case.

I am trying to get value of X-Me-Ip from header of mail. When we click on "Plain Format", i can see real value of IP in this tag. Basically i need to copy it and show it in Ticket Information via AgentTicketZoom.dtl file.

I hope i am clear.

Post by **jojo** » 27 Apr 2015, 22:20

1. revert you code changes
2. create a dynamic field eg. CustomerIP
3. create a postmaster filter which copies the content of the X Header from the mail to the dynamic field (Admin interface)
4. configure ticket zoom to display the dynamic field
5. buy professional services instead digging in the dark...

PriteshP23 · Post by **PriteshP23** » 28 Apr 2015, 11:53

@jojo

Thats sounds great. For 3rd step, i did this but not able to copie the value:

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Filter Condition
Header1: X-OTRS-DynamicField-ipaddr Value 1: ??

Set Email Headers
Header1: X-OTRS-DynamicField-ipaddr Value 1: [***]

Do i need to use regex for ip? \b(?:(?:25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\.){3}(?:25[0-5]|2[0-4][0-9]|[01]?[0-9][0-9]?)\b

In addition, its for all tickets, i cant add only one Queue for filter.

Many Thanks !

Post by **jojo** » 28 Apr 2015, 12:03

try (.*)

PriteshP23 · Post by **PriteshP23** » 28 Apr 2015, 14:44

@jojo
Did you mean to say like this ?

Filter Condition
Header1: X-OTRS-DynamicField-ipaddr Value 1: (.*)
Set Email Headers
Header1: X-OTRS-DynamicField-ipaddr Value 1: (.*)

Main problem is to know how it will copies the content ?

Post by **jojo** » 28 Apr 2015, 15:13

Filter Condition
Header1: X-Me-Ipr Value 1: (.*)
Set Email Headers
Header1: X-OTRS-DynamicField-ipaddr Value 1: [***]

PriteshP23 · Post by **PriteshP23** » 28 Apr 2015, 15:32

@jojo

Filter Condition
Header1: X-Me-Ipr Value 1: (.*)

I found it from admin manual. Thanks. Ticket -> Core::PostMaster => PostmasterX-Header

Any idea how to save this value in url link ? So, when we click it goes to other page.

PriteshP23 · Post by **PriteshP23** » 28 Apr 2015, 16:16

@jojo

4. configure ticket zoom to display the dynamic field

When you say Step 4. configure ticket zoom to display the dynamic field => Ticket -> Frontend::Agent::Ticket::ViewZoom , added in Ticket::Frontend::AgentTicketZoom###DynamicField : Key= ipaddr, Content=1
Nothing else to do, am i right?

We are very close to the solution.

Any help ?

PriteshP23 · Post by **PriteshP23** » 04 May 2015, 10:49

@eandrex @jojo @crythias

Finally, its SOLVED !! The only misunderstanding was "X-Me-Ip" via sysConfig. I wrote "X-Me-Ipr" as you wrote in filter condition and later i changed to "X-Me-Ip" to make it working.

So, i did:
1. create a dynamic field eg. Lable: CustomerIP, Key: ipaddr
2. create a postmaster filter which copies the content of the X Header from the mail to the dynamic field (Admin interface). You should have "X-Me-Ip" tag in your header of mail.
Filter Condition
Header1: "X-Me-Ip" Value 1: (.*)
Set Email Headers
Header1: X-OTRS-DynamicField-ipaddr Value 1: [***]
3. configure ticket zoom to display the dynamic field via SysConfig

Once again Thanks a lot !!

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