December 2003 - dev - OTRS mailing lists

Latest CVS bug.
by Serpent 18 Dec '03

18 Dec '03

When you add a POP3 account and select a queue for the account it does not write the queue_id to the database. It always puts a 0 no matter what Queue is selected. Thank you, Brad Dameron www.gammanetworking.com

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RE: [dev] customer user<->group management
by TK 18 Dec '03

18 Dec '03

Hi Roger, thanks for your reply! that helps us very much! regards tobias -----Original Message----- From: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org]On Behalf Of Roger Meier Sent: Wednesday, December 17, 2003 4:46 PM To: Development community of OTRS Subject: Re: [dev] Re: [otrs] customer user<->group management Hi Tobias I made a workaround, by changing the Type of "user_id" in the "group_customer_user" table to varchar(20), because i see that otrs wan't to insert the CustomerKey. That Key is on our otrs system the loginname, because no other no other definitions works, i don't know why. but with that change it works. I hope i could help you. Roger TK wrote: > Hi Roger, > > we encountered the same problem while updating our system. Do you solved it, yet? > The user_id in group_customer_user is still 0, even in the latest CVS. > We also get the error "Access denied", when a customer tries to create a ticket. > > Thanks in advance! > > Tobias -- ------------------------------------------------------------- addr://Rathausgasse 31, CH-5001 Aarau fon://++41 62 823 9355 http://www.terreactive.com fax://++41 62 823 9356 ------------------------------------------------------------- terreActive AG Wir sichern Ihren Erfolg. ------------------------------------------------------------- _______________________________________________ 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

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RE: [dev] Re: [otrs] customer user<->group management
by TK 17 Dec '03

17 Dec '03

Hi Roger, we encountered the same problem while updating our system. Do you solved it, yet? The user_id in group_customer_user is still 0, even in the latest CVS. We also get the error "Access denied", when a customer tries to create a ticket. Thanks in advance! Tobias -----Original Message----- From: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org]On Behalf Of Martin Edenhofer Sent: Tuesday, December 09, 2003 11:53 PM To: Development community of OTRS Subject: Re: [dev] Re: [otrs] customer user<->group management Hi Alex, On Tue, Dec 09, 2003 at 02:39:11PM -0800, Alex Zheng wrote: > what is this customer <-> group management about? You will be able to put customers into groups, so customers just can create/see tickets in this groups/queues via the customer panel. -Martin > At 12:03 PM 12/8/2003, Martin Edenhofer wrote: > >Hi Roger, > > > >the dev mailing list is the right place for cvs version questions. > > > >Thanks! :) > > > > -Martin > > > >On Fri, Dec 05, 2003 at 12:09:32PM +0100, Roger Meier wrote: > >> hi community > >> > >> Yesterday, i checkout the current cvs head, because i woul'd > >> test the customer user <-> group management as Patrick wrote, > >> and some of you say that work with the currenct cvs head. > >> > >> I have replace the last otrs rpm files and replace all with > >> the cvs content. Change the database fields and inserted > >> new tables. Copy the old Config.pm to the Kernel/ Dir. > >> (Add for the root@localhost manual in the db the admin permission, > >> because i see that the management has changed) > >> > >> But now i have some Problems: > >> > >> 1. Problem: > >> Admin Area: [Customer User <-> Groups ] > >> I see the users and the Groups but when i check a box, the change > >> doesn't affect correctly. It has a Database Entry now, but the Customer > >> User ID is not the ID of the user that shoul'd grant access it is 0. > >> I Show the Code and see that it insert the loginname (customerkey), > >> into the user_id field in the group_customer_user table. > >> I think something is wrong. In my Configfile (tell me what) or in the > >> Sourcecode (can you fix it?). > >> > >> 2. Problem: > >> I have changed the user_id seen in Problem 1 manuely to the > >> customer_user which shoul'd have access to that group. this group > >> is owner of a queue, which have also an email address, for creating > >> ticket to that queue. but i can't add a ticket. The queue has also > >> some entries, but i don't see it in the customer view. only > >> in the apache error log i see folowing: > >> --snip-- > >> [Fri Dec 5 11:45:11 2003] null: DBD::mysql::st execute failed: You have > >> an error in your SQL syntax near ') AND st.customer_id = 'CUST_Franke' > >> AND st.ticket_state_id in ( 1, 4, 6, 7, ' at line 1 at > >> /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 265. > >> ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Fri Dec 5 11:45:11 2003 > >> > >> Message: You have an error in your SQL syntax near ') AND > >> st.customer_id = 'CUST_Franke' AND st.ticket_state_id in ( 1, 4, 6, 7, > >> ' at line 1, SQL: 'SELECT count(*) FROM ticket st, queue q WHERE > >> st.queue_id = q.id AND q.group_id IN ( ) AND st.customer_id = > >> 'CUST_Franke' AND st.ticket_state_id in ( 1, 4, 6, 7, 8, 9, 10 ) ' > >> > >> Traceback (3387): > >> Module: Kernel::Modules::CustomerTicketOverView::Run (v1.18) Line: 137 > >> Module: Apache::ROOT::otrs::customer_2epl::handler (v1.22) Line: 690 > >> Module: (eval) (v2.01) Line: 149 > >> Module: Apache::Registry::handler (v2.01) Line: 149 > >> --snip-- > >> > >> I hope somebody can help me. > >> > >> Roger > >> > >> -- > >> ------------------------------------------------------------- > >> addr://Rathausgasse 31, CH-5001 Aarau fon://++41 62 823 9355 > >> http://www.terreactive.com fax://++41 62 823 9356 > >> ------------------------------------------------------------- > >> terreActive AG Wir sichern Ihren Erfolg. > >> ------------------------------------------------------------- Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ 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

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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

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Latest CVS.
by Serpent 15 Dec '03

15 Dec '03

I downloaded the latest CVS due to it handling Customer User's and Groups more securely. I wanted to only allow specific customers to post to specific Queue's via the customer.pl script. This seems to work up until the customer tries to post a new ticket. Here is my configuration: Groups: ----------------- HVL admin stats users All are valid. Queue: ----------------------- Name: HVL Sub-Queue of: - Group: HVL valid: valid Customer User: ------------------------ Login: fred CustomerID: 1 Valid: valid Customer User <-> Groups: ---------------------------------- HVL: RW When I select "RW" then click on his account again under the Customer Groups it has a check mark in both "RO" and "RW". I looked in the database under the group_customer_user table and see the permission_values is set to a 1 on group_id 4 (which is HVL) for permission_key of "rw". And nothing on "ro". So that must be a bug in the code. However when I login to the customer.pl and try to create a new ticket it says permission denied. I even gave him full "rw" access to all the groups. While writing this e-mail I just noticed a error in my System Log. It is as follows: Fri Dec 12 17:08:40 2003 error OTRS-CGI-10 Need TicketID! This seems to occur everytime he tries to create a new ticket. So this appears to be the real problem. Any help appreciated. Thank you, Brad Dameron

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Action 'AdminNotification' not found?
by Christian Junk 15 Dec '03

15 Dec '03

Hi! I'm using the actual CVS version of OTRS. In the admin control panel I can see the entry 'Notifications', but it doesn't work. It seems that there's no module called 'AdminNotification'. I'm a little confused ;( Could you help? Much thanks in advance, Christian

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How to become a developer?
by Dirk Scheer 11 Dec '03

11 Dec '03

Hello out there, I want to join the development team of OTRS. Is there any HowTo or FAQ describing this in detail? I've already read the FAQ that comes with the documentation and I've noticed, that I'm welcome :-) Are there any rules, how to checkin patches or new development? Is it nesessary, that somebody of the core team say "Yes", when I want to implement a new feature? I've written a new feature, called "Standard Ticket", which can be reached from AgentPhoneNew.dtl. It opens a new window to select a predefined Standard Ticket. A standard ticket is a definition of To, Owner, Subject, Body, State and Priority. If you submit this window, the values of the standard ticket are transfered to the apropriate fields in the AgentPhoneNew form. So what must be done, to make my changes public? CU Dirk Scheer -- http://www.scheernet.de/

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Re: [otrs] customer user<->group management
by Alex Zheng 09 Dec '03

09 Dec '03

what is this customer <-> group management about? At 12:03 PM 12/8/2003, Martin Edenhofer wrote: >Hi Roger, > >the dev mailing list is the right place for cvs version questions. > >Thanks! :) > > -Martin > >On Fri, Dec 05, 2003 at 12:09:32PM +0100, Roger Meier wrote: > > hi community > > > > Yesterday, i checkout the current cvs head, because i woul'd > > test the customer user <-> group management as Patrick wrote, > > and some of you say that work with the currenct cvs head. > > > > I have replace the last otrs rpm files and replace all with > > the cvs content. Change the database fields and inserted > > new tables. Copy the old Config.pm to the Kernel/ Dir. > > (Add for the root@localhost manual in the db the admin permission, > > because i see that the management has changed) > > > > But now i have some Problems: > > > > 1. Problem: > > Admin Area: [Customer User <-> Groups ] > > I see the users and the Groups but when i check a box, the change > > doesn't affect correctly. It has a Database Entry now, but the Customer > > User ID is not the ID of the user that shoul'd grant access it is 0. > > I Show the Code and see that it insert the loginname (customerkey), > > into the user_id field in the group_customer_user table. > > I think something is wrong. In my Configfile (tell me what) or in the > > Sourcecode (can you fix it?). > > > > 2. Problem: > > I have changed the user_id seen in Problem 1 manuely to the > > customer_user which shoul'd have access to that group. this group > > is owner of a queue, which have also an email address, for creating > > ticket to that queue. but i can't add a ticket. The queue has also > > some entries, but i don't see it in the customer view. only > > in the apache error log i see folowing: > > --snip-- > > [Fri Dec 5 11:45:11 2003] null: DBD::mysql::st execute failed: You have > > an error in your SQL syntax near ') AND st.customer_id = 'CUST_Franke' > > AND st.ticket_state_id in ( 1, 4, 6, 7, ' at line 1 at > > /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 265. > > ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Fri Dec 5 11:45:11 2003 > > > > Message: You have an error in your SQL syntax near ') AND > > st.customer_id = 'CUST_Franke' AND st.ticket_state_id in ( 1, 4, 6, 7, > > ' at line 1, SQL: 'SELECT count(*) FROM ticket st, queue q WHERE > > st.queue_id = q.id AND q.group_id IN ( ) AND st.customer_id = > > 'CUST_Franke' AND st.ticket_state_id in ( 1, 4, 6, 7, 8, 9, 10 ) ' > > > > Traceback (3387): > > Module: Kernel::Modules::CustomerTicketOverView::Run (v1.18) Line: 137 > > Module: Apache::ROOT::otrs::customer_2epl::handler (v1.22) Line: 690 > > Module: (eval) (v2.01) Line: 149 > > Module: Apache::Registry::handler (v2.01) Line: 149 > > --snip-- > > > > I hope somebody can help me. > > > > Roger > > > > -- > > ------------------------------------------------------------- > > addr://Rathausgasse 31, CH-5001 Aarau fon://++41 62 823 9355 > > http://www.terreactive.com fax://++41 62 823 9356 > > ------------------------------------------------------------- > > terreActive AG Wir sichern Ihren Erfolg. > > ------------------------------------------------------------- > > > > _______________________________________________ > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > Support oder Consulting f?r Ihr OTRS System? > > => http://www.otrs.de/ > > Martin Edenhofer > >-- >((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg > http://www.otrs.de/ :: Manage your communication! > >_______________________________________________ >OTRS mailing list: otrs - Webpage: http://otrs.org/ >Archive: http://lists.otrs.org/pipermail/otrs >To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >Support oder Consulting für Ihr OTRS System? >=> http://www.otrs.de/

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Adding Attachments via AgentPhoneView
by Christian Junk 05 Dec '03

05 Dec '03

Hi! This little dirty hack adds the 'attachment feature' to your AgentPhoneView. Perhaps it's useful for you, too ... [OPEN] Kernel/Output/HTML/Standard/AgentPhoneNew.dtl [FIND] <form action="$Env{"CGIHandle"}" method="post" name="compose"> [CHANGE TO] <form action="$Env{"CGIHandle"}" method="post" name="compose" enctype="multipart/form-data"> [OPEN] Kernel/Modules/AgentPhone.pm [FIND IN SUB RUN] [LINE ~529] [CASE] # create new ticket and article elsif ($Self->{Subaction} eq 'StoreNew') { # -- # should i set an unlock? # -- [ADD BEFORE] my %UploadStuff = $Self->{ParamObject}->GetUploadAll( Param => 'file_upload', Source => 'String', ); if (%UploadStuff) { $Self->{TicketObject}->WriteArticlePart( %UploadStuff, ArticleID => $ArticleID, UserID => $Self->{UserID}, ); } MfG Christian Junk Tobias Krämer

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SendArticle.pm not using "Precedence"; fix included
by Robert L Mathews 04 Dec '03

04 Dec '03

I noticed that OTRS autoresponses don't include a "Precedence: bulk" header, even though the code tries to set one. This is because MIME::Entity doesn't consider "Precedence" a standard header for some reason (at least not in my vbersion 5.404), so it ignores it. This patch fixes it: *** SendArticle.pm.orig Sun Nov 30 22:09:41 2003 --- SendArticle.pm Sun Nov 30 22:11:50 2003 *************** *** 109,115 **** Encoding => '8bit', }; if ($Loop) { ! $$Header{Precedence} = 'bulk'; $$Header{'X-Loop'} = 'bulk'; } my $Entity = MIME::Entity->build(%{$Header}, Data => $Param{Body}); --- 109,118 ---- Encoding => '8bit', }; if ($Loop) { ! # the "Precedence" header isn't one of the standard MIME::Entity ! # headers, so it needs a trailing semicolon. See MIME::Entity ! # docs for "build". ! $$Header{'Precedence:'} = 'bulk'; $$Header{'X-Loop'} = 'bulk'; } my $Entity = MIME::Entity->build(%{$Header}, Data => $Param{Body}); Hope this helps. -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "I am not able rightly to apprehend the kind of confusion of ideas that could provoke such a question." -- Charles Babbage

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