June 2010 - dev - OTRS mailing lists

Feature request: response template -> next ticket state
by Sascha.Rommelfangen＠ses-astra.com 17 Jan '11

17 Jan '11

Hi, I have a suggestion for OTRS, probably someone wants to implement this: When creating a response template (Admin Area -> Responses; AdminResponse.pm), it would be nice to have the possibility to define the next ticket state. For example: I have a 'CloseWithStateExplanation' template, and often people forget to change the next ticket state. The result is a nice explanation about the state ('closed'), but the state is of course still 'open'. Best regards, Sascha Rommelfangen

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How to Customize existing files ....
by Omrat 02 Jul '10

02 Jul '10

Hello, What is the appropriate way to customize the existing source files (.dlt, .pm), which belong to package ? I created a package that contains customized files. When I try to install this package I get an error message: "Message: Can't install/upgrade package, file Kernel/Modules/AgentTicketPhone.pm already used in package ITSMIncidentProblemManagement-2.0.2!" Thus, how do I get to install my own version of a file which belongs to an existing package ? Thanks!Omrat ---------------------------- Kas lemmiksaade unustas Su ära? Tuleta end talle meelde! www.minukava.ee

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FreeText in TicketZoom
by Lukasz Hadyna 01 Jul '10

01 Jul '10

I'm having some problems with displaying the FreeText fields within TicketZoom. I've enabled them using Sysconfig in Ticket -> Core::TicketFreeText by checking the appropriate boxes (enabled TicketFreeKey1, TicketFreeText1, TicketFreeText1::DefaultSelection) and then edited AgentTicketZoom.dtl removing the # which comments out lines 397 to 409 (<dtl:block:TicketFreeText1>). Is there any further steps that are required to show the TicketFreeText dropdown menu on the TicketZoom View? I've noticed that some view's require ACL to be set up in order to activate the TicketFreeText within them for example Ticket::Frontend::AgentTicketOwner###TicketFreeText. Is there something similar for Frontend::Agent::Ticket::ViewZoom ? I'm aware of ViewFreeText, however I really wanted to be able to see FreeText from within the TicketZoom View. Thanks a lot, Lukasz

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OTRS for Customer Companies using LDAP
by Jeroen van Meeuwen (Kolab Systems) 01 Jul '10

01 Jul '10

Hi there, My name is Jeroen van Meeuwen, and I'm relatively new to OTRS. I wanted to acquire some feedback on the following scenario, since I didn't seem to able to simply deploy it using current OTRS functionality. Kolab Systems AG is the vendor for Kolab Groupware solutions, and as such mostly supports it's customers through a Partner channel system. In a nutshell, Partners help the customer and Kolab Systems helps the partners. Long story short, these Parters (to us) are Customer Companies, and so inherently we want all employees of a partner to have all tickets logged by any other employee of that partner be available in their customer interface. Since we are using a centralized LDAP backend for both agents and customer authentication, it seems that the proper solution suggested in the OTRS documentation, is to make one or the other LDAP attribute represent a list of "CustomerIDs", and use it to attach such attribute to a single customer LDAP entry. However, considering we need this to be a full mesh, the administrative overhead would be enormous. Since, also, this is a business related effort, we can safely assume that partner employees all have the same domain name space for their email addresses. Ergo, employee1(a)company.com is very likely to work for the same company as employee2(a)company.com. I've implemented the following functionality; In otrs/Kernel/System/CustomerUser.pm, instead of populating the CustomerIDs the user also has access to through a list of CustomerIDs from an LDAP attribute, I use the @company.com part of the email address and simply find other people also using @company.com (and stuff those email addresses in the @CustomerIDs list). Now, the implementation I've done is simple, dirty and quick (patch attached). However, since the application may help many more organizations, and since Kolab Systems is a very much FOSS-minded company, they are willing to let me work on this with you. That is, of course, if you find it sufficiently interesting to have this developed a little more/better as well ;-) Thanks in advance, -- Jeroen van Meeuwen Senior Engineer, Kolab Systems AG e: vanmeeuwen(a)kolabsys.com t: +316 42 801 403 w: http://www.kolabsys.com pgp: 9342 BF08

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[PATCH] Enable configuration for locking in AgentTicketBulk
by Jeroen van Meeuwen (Kolab Systems) 01 Jul '10

01 Jul '10

Hi there, Attached is a patch to enable a 'RequiredLock' setting for Frontend::Module::AgentTicketBulk, much like other frontend modules have a similar setting, based on rel-2_4. Kind regards, -- Jeroen van Meeuwen Senior Engineer, Kolab Systems AG e: vanmeeuwen(a)kolabsys.com t: +316 42 801 403 w: http://www.kolabsys.com pgp: 9342 BF08

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Manuel Bannert ist außer Haus.
by Manuel.Bannert＠hella.com 21 Jun '10

21 Jun '10

Ich werde ab 18.06.2010 nicht im Büro sein. Ich kehre zurück am 05.07.2010. Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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