November 2003 - dev - OTRS mailing lists

Adding Free Fields to PhoneView
by Seigafuse, Mike 17 Dec '03

17 Dec '03

How difficult would it be to add the free fields to the Phone View? We are using the free fields to classify support requests and have it working fine, but when agents get calls over the phone and close them immediately it would be nice to be able to avoid having to go back to enter the free fields. Thanks in advance, Mike

2 1

<otrs_customer_???>
by TK 26 Nov '03

26 Nov '03

hi, in the system standard salutation you can use these variables: <OTRS_CUSTOMER_REALNAME> <OTRS_FIRST_NAME> <OTRS_LAST_NAME> <OTRS_USER_ID> <OTRS_USER_LOGIN> is there a possibility to create a salutation like this: Dear <OTRS_CUSTOMER_SALUTATION> <OTRS_LAST_NAME>, ..... ????? Regards Tobias

1 0

New: customer user <-> group relations in CVS!
by Martin Edenhofer 26 Nov '03

26 Nov '03

Hi, JFYI. We added customer user <-> group relations (like user <-> group) to the cvs head. -> So it's possible to put customer users into groups to manage that customers can just create tickets is selected groups/queues. Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

1 0

Feature enquiries
by Jon Grov 25 Nov '03

25 Nov '03

Dear Sirs, (This mail is already sent to the users-list, but the response was scarce, so I try here - sorry if this is a duplicate for most of you. My most critical concern is the possibility to get any enhancements back into OTRS, since this is important both to us and our customer. Any info on the viability of our tasks would also be most welcome). We're currently evaluating OTRS for use in a fairly complex ticket-handling environment (thanks to all developers for an excellent system). For this project to succeed, we need the following features which currently does not seem to be supported by OTRS. - Relationships between tickets (e.g. "dependencies" - that ticket A depends on ticket B to be resolved). - The opportunity to associate keywords/metadata with tickets (this would of course also affect the search-interface). - Web-interface for updating an LDAP-server. We plan to integrate this with OpenLDAP, and we need to associate individual customers with organizations. - Of lesser importance is the possibility to associate several attachments to tickets and responses in the web-interface - is this as trivial as we hope? Is anyone already working on this, or has anyone good third-party products to recommend (this is probably most relevant for the LDAP-interface)? We're on a fairly tight schedule, and if necessary, we're willing to do most of the work, but I'd be very happy to receive guidance in the process - especially since it's important to us that our enhancements could be inserted back into the OTRS-core. -- Best regards Jon Grov, Linpro as

3 3

Re: [dev] Entry point @ Utilities page
by Paul Rhein 24 Nov '03

24 Nov '03

Hi Alex, What exactely do you want to do ? I did add some phone number and billing system information on our OTRS customer_user. I changed the customer_user table added some columns. Then you need to change the Config.pm. Then I realized that the phone view customer lookup slowed down (I have some 800.000 customers)so we added some indexes on the same table and changed DB.pm files and Config.pm. Speed is fine now; really faaaaast. Plus developped a little perl script to updat the data fom our billing system during the night. I posted a low level howto on otrs earlier this year. If this what you are looking for, try the archive. If you do not find it there I can resubmit. hth Paul "Alex Mihicinac" <alexm(a)arnes.si>@otrs.org on 24-11-2003 16:15:57 Please respond to Development community of OTRS <dev(a)otrs.org> Sent by: dev-bounces(a)otrs.org To: <dev(a)otrs.org> cc: Subject: [dev] Entry point @ Utilities page Hi all, I'd like to link some external data to OTRS customerID. So I'm wondering if there is any "entry point" at utilities page (search by customerID). The best way for me it would be something like this URL http://localhost/otrs/index.pl?Action=AgentUtilities&CustomerID=12345 Any hits? Thanks in advance! Best regards, Alex _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

3 3

RE: [dev] Entry point @ Utilities page
by Paul Rhein 24 Nov '03

24 Nov '03

Hi Alex, Sounds pretty straight forward. Those are options in ../Kernel/Config.pm. Check out the ../Config/Defaults file. Here is mine, ignore the parameterEPTCustomerUserSearch => 1. We do have a jsp running on the billing system that answeres our requests. Have a look at the line starting with [ 'UserCustomerID'. hth -p. $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', EPTCustomerUserSearch => 1, }, CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name','last_name','phone','email'], CustomerUserSearchFields => ['last_name','email','phone'], CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['first_name','last_name'], # Login Email and Customer_id are needed !!! # var, frontend, storage, shown, required, storage-type, link Map => [ [ 'UserSalutation','Salutation','salutation',0,0,'var'], [ 'UserFirstname','Firstname','first_name',1,0,'var'], [ 'UserLastname','Lastname','last_name',1,1,'var'], [ 'UserPhone','Phone','phone',1,0,'var'], [ 'UserEmail','Email','email',1,0,'var','$Env{"CGIHandle"}?Action=AgentCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}'], [ 'UserCustomerID','ICMS ID','icms_id',1,1,'var','http://10.10.0.5/RensClient/DetailClientNew.jsp?CustomerID=$Data{"CustomerID"}&Multiplicator=1'], [ 'UserComment','Comment','comment',0,0,'var'], [ 'ValidID','Valid','valid_id',0,0,'int'], [ 'UserAddress','Address','address',1,0,'var'], [ 'UserPassword','Password','pw',0,1,'var'], [ 'UserLogin','Login','login',0,1,'var'], [ 'info_source','Info','info_source',0,0,'var'], ], }; "Alex Mihicinac" <alexm(a)arnes.si>@otrs.org on 24-11-2003 16:48:35 Please respond to Development community of OTRS <dev(a)otrs.org> Sent by: dev-bounces(a)otrs.org To: "'Development community of OTRS'" <dev(a)otrs.org> cc: Subject: RE: [dev] Entry point @ Utilities page Heya Paul, > What exactely do you want to do ? > I did add some phone number and billing system information on > our OTRS customer_user. I changed the customer_user table > added some columns. Then you need to change the Config.pm. > Then I realized that the phone view customer lookup slowed > down (I have some 800.000 customers)so we added some indexes > on the same table and changed DB.pm files and Config.pm. > Speed is fine now; really faaaaast. I need much simpler thing - I'd like to have links (URLs), which would take me to the OTRS search page and show all tickets related to one specific customerID (that ID would be passed to search engine via URL variable probably?). For example: when i click specific url (somewhere on the web, not in otrs) OTRS would open a search page and display all tickets related to searched customerID. Is that possible? Best regards, Alex _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

1 0

Entry point @ Utilities page
by Alex Mihicinac 24 Nov '03

24 Nov '03

Hi all, I'd like to link some external data to OTRS customerID. So I'm wondering if there is any "entry point" at utilities page (search by customerID). The best way for me it would be something like this URL http://localhost/otrs/index.pl?Action=AgentUtilities&CustomerID=12345 Any hits? Thanks in advance! Best regards, Alex

1 0

Permission improvements in CVS!
by Martin Edenhofer 20 Nov '03

20 Nov '03

Hi, JFYI. I added permission improvements to the CVS head. Now you will have more then ro/rw permissions: "ro" (read only access to the ticket) "move" (permissions to move tickets into this queue) "create" (permissions to create tickets in this queue) "owner" (permissions to change the ticket owner) "priority" (permissions to change the ticket priority) "rw" (full read and write access to the ticket) Thanks to Paul and Pascal! Have a lot of fun! Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

1 0

otrs4win32-1.1.3-beta4.exe released
by Robert Kehl 20 Nov '03

20 Nov '03

Today we present to you the second public beta of the OTRS for Windows32 Installer: otrs4win32-1.1.3-beta4.exe (39 MB) ftp://ftp.gwdg.de/pub/misc/otrs/misc/win32/otrs4win32-1.1.3-beta4.exe MD5: 84194f6e91e377712fd0bfdb95e74b0b This new beta-release comes with a lot of bug fixes and improvements, among which there is an easy service management for Apache, MySQL and CRONw. We now provide a much more comprehensive and convenient uninstaller/maintenance part. Please note that at the moment the installer does a few checks only for already installed components. The INSTALL document can be found at http://doc.otrs.org/cvs/html/install-win32.html Please be so kind to direct all questions and answers to this mailing list. You are encouraged to file reports on bugs (if you found some) via http://bugs.otrs.org/ We would very much like to hear from your experiences with this software. Thank you for your help! With highest regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

1 0

AW: [dev] The To-Field
by TK 20 Nov '03

20 Nov '03

Hi Martin, thanks a lot! Tobias -----Ursprüngliche Nachricht----- Von: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org]Im Auftrag von Martin Edenhofer Gesendet: Donnerstag, 20. November 2003 00:15 An: Development community of OTRS Betreff: Re: [dev] The To-Field Hi Tobias, On Mon, Nov 17, 2003 at 03:45:57PM +0100, TK wrote: > thanks for your reply, but I have had problems to understand what you mean. > We don't use the queues to sort different customers. > > I only need to know, if it is possible to assign more then one e-mail-address (maybe trillions) to a queue? > I wonder why the e-mail-adresses are not shown correctly, when I assign more then one address to one queue. It's possible to assign more then one e-mail-address to a queue. But in the phone view you only will see just each queue one time (-> just one address for one queue). PS: Maybe this helps you also: [Kernel/Config/Defaults.pm] # PhoneViewSelectionType # (To: seection type. Queue => show all queues, SystemAddress => show all system # addresses;) [Queue|SystemAddress] # $Self->{PhoneViewSelectionType} = 'Queue'; $Self->{PhoneViewSelectionType} = 'SystemAddress'; # PhoneViewSelectionString # (String for To: selection.) # use this for PhoneViewSelectionType = Queue # $Self->{PhoneViewSelectionString} = 'Queue: <Queue> - <QueueComment>'; # $Self->{PhoneViewSelectionString} = '<Queue>'; # use this for PhoneViewSelectionType = SystemAddress # $Self->{PhoneViewSelectionString} = '<Realname> <<Email>> - Queue: <Queue> - <QueueComment>'; $Self->{PhoneViewSelectionString} = '<Realname> <<Email>> - Queue: <Queue>'; # PhoneViewOwnSelection # (If this is in use, "just this selection is valid" for the PhoneView.) # $Self->{PhoneViewOwnSelection} = { # # QueueID => String # '1' => 'First Queue!', # '2' => 'Second Queue!', # }; [...] > Tobias Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

1 0