December 2003 - dev - OTRS mailing lists

Make quotes readable
by Dirk Scheer 12 Feb '04

12 Feb '04

Hello developers, when displaying customer-infos or ticket details, long entries could be shortend. You will only see a [...] to ensure a correct layout. But sometimes you need just this info. So I've enclosed these tags with a <div title="long text"> ... </div>. In bowsers like Konqueror, Mozilla, Opera and IE you will see a popup now, when pointing with the mouse cursor on such an entry. The popup text is not shortend. I've attached the necessary diff-files. This is the first time, I'm trying to make my changes public. So if something is not right, I would be very graceful about some hints in the right direction... CU Dirk Scheer -- http://www.scheernet.de/

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Time Layout Question
by Wiktor Wodecki 07 Jan '04

07 Jan '04

Hello, I noted that time is represented in very different formats across the OTRS. Once we have YYYY/MM/DD, the other time YYYY/DD/MM and then we have classical DD.MM.YYYY and so on. I think this needs some harmonization. What do we vote for? Configurable or not? My favourite (I'm not an american, so...) is DD.MM.YYYY -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783

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Sybase
by Mark Mertel 29 Dec '03

29 Dec '03

All, has anyone ported OTRS to Sybase ? I thought I'd give it a try as soon as I get my laptop configured properly. Having to upgrade to Fedora in order to get ASE 12.5 running. -- Mark Mertel mmertel(a)olympus.net Mobile 206.409.2018 Phone 206.322.9074

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Field initialization, formatting and verification in the Customer User back-end.
by Tom Hesp 29 Dec '03

29 Dec '03

Hi all, I was not sure where to post this so I'll address both the users and developers community because I expect both can use this. As I posted before, I needed some way to initialize some of the Customer User fields according to some rules I use at my site. I therefore added an extra column to the Customer User back-end Map table that allows one to enter a Perl expression or call to a method that will enforce these rules. In addition, you can also use this to verify and/or format the contents of the field that are typed in by the user. I admit, this is something that probably needs to be handled somewhere in the front-end (CustomerCreateAccount.dtl ?) but for now this works. As I am not sure whether I need to post a diff of the standard OTRS code I modified I thought I better post the complete module (I only changed one anyway). In addition there are some other files I will describe below: Kernel::System::DB The modified OTRS module Kernel::Config This is an excerpt of the User configuration file, only use for reference! Kernel::System::CustomerUser::Local::Init Local module containing initialization and formatting routines. ReadMe.txt Describes the whole thing. If you have any question, please do not hesitate to ask. Have fun, Tom Hesp

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HTML email
by Reurings, Chris 24 Dec '03

24 Dec '03

Hello developers, I have a question about sending HTML mail from the OTRS system. Is this in some kind of way possible. I already implemented a nice HTML editor for the AgentCompose function. So thats already done. But how can I change the content type from text/plain to text/html for outgoing mail? While sending mail with HTML tags, I receive mail with plain text and plain HTML tags, without the desired styles. I hope someone can help me or has the same question. Because of the fact our company is using HTML templates it would be very nice to send HTML mails! Kind regards, Chris Reurings

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Changes in the customer user backend.
by Tom Hesp 23 Dec '03

23 Dec '03

Hi all, I am about to make some changes to the customer user backend and I need a tiny bit of advice on how to go about. On my site the generation of a CustomerUser record needs to follow a couple of rules: 1) UserLogin == UserEmail 2) Pasword is randomly generated 3) UserCustomerID is generated using a couple of address field that I added to the backend plus some other stuff. I can take a couple of routes: I can do it the easy (and crude) way which is by just adding and modifying the necessary code in the Kernel::System:CustomerUser::DB module. It is not very clean and OTRS version dependent of course. I can also take a more structured route so others can use it as well. In this case I need to add some stuff in the Configuration file. I could just do that by adding additional configuration entries for the rules as defined above but I could also extend the Map table which would be, IMHO, the cleanest and best reusable way. In the latter case I would add a column that defines the source of the data for the particular field, that could either be another field or a routine/module definition which needs to be called. Anyone has a specific opinion on this? Did I see all alternatives or am I missing one? Thanks for your time in advance. Kind regards, Tom Hesp

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Job Offer for OTRS Developer
by Stefan Wintermeyer 22 Dec '03

22 Dec '03

Hi Guys, the following job offer could be interesting for some of you: http://www.otrs.de/jobs/perl-guru.html take care Stefan -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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Thomas Lemke (IT Service // Helpdesk) ist außer Haus.
by Thomas Lemke 22 Dec '03

22 Dec '03

Ich werde ab 20.12.2003 nicht im Büro sein. Ich kehre zurück am 29.12.2003. Ich werde Ihre Nachrichten nach meiner Rückkehr lesen und beantworten. Wenden Sie sich bitte wegen der Produktionsbetreuung UDM, Kubis, Control-M (E-Plus) an Torsten Cleff und Christian Strätgen. In SNT-internen Angelegenheiten wenden Sie sich bitte an Matthias Kludt. Viele Grüße, Thomas Lemke

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how to add a module?
by Alex Zheng 19 Dec '03

19 Dec '03

I tried to add a module in otrs: AdminCustomerGroup.pm The module is located at : /opt/otrs/Kernel/Modules it is referenced by: AdminNavigationBar.dtl It is also added in /opt/otrs/scripts/apache2-perl-startup.pl However, when I click the button on the navigation bar, I am getting [ <http://helpdesk.monterey.k12.ca.us/otrs//otrs/index.pl?>OTRS ] Alex Zheng (azheng(a)monterey.k12.ca.us) Fri Dec 19 08:16:12 2003 Error: Action 'AdminCustomerGroup' not found! Comment: Perhaps the admin forgot to load "Kernel::Modules::AdminCustomerGroup"! what else do I need to do? thanks. alex

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CustomerMessage.pm in AgentView.
by Serpent 18 Dec '03

18 Dec '03

Is there a way to allow a agent to post a customer New Ticket? I know you can set a agent as a customer but this doesn't seem to work correctly under the latest CVS. I have set $Self->{AgentCanBeCustomer} = 1; but still no go. Thank you, Brad Dameron www.gammanetworking.com

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