January 2004 - dev - OTRS mailing lists

priority responses
by Grimes, David 09 Jan '04

09 Jan '04

Is there anyway to define a "response" to a high priority ticket? I need to have an sms message sent to a phone containing some basic info about the ticket, i.e. customer name and number.... Any thoughts on how that could be implemented? Thanks David P.s. How can I modify the stats so there's not 30 different plots on one pic...?

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Ticket information in the dtl environment.
by Tom Hesp 09 Jan '04

09 Jan '04

Hi all, Is there a simple way of getting some ticket information into the dtl environment variables? For instance, I currently need to check the lock status of a ticket in the AgentZoomStatus.dtl template. I am now using variable $Data{"Locked"} which is set in Kernel::Output::HTML::Agent::AgentZoom (1 = locked, 2 = unlocked). However, it is not referred to anywhere so I can not be sure that it is official and will still exist in a future version and getting the information from the environment seems a lot cleaner to me (maybe I am just a bit paranoid about these things ... :) ) Thanks for your time. Kind regards, Tom

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current cvs broken
by Wiktor Wodecki 07 Jan '04

07 Jan '04

Hello list, it seems that someone (Martin? :) forgot to add System/CustomerGroup.pm which is referenced in System/Queue.pm and other places. I want to update my installation to a current snapshot so I can have a look at this date issue. -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783

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timezone
by Atanas Karashenski 07 Jan '04

07 Jan '04

Hello, I run OTRS on a server having time set to PST, but I would like to use CET (central european time). Because of other applications on the same machine there is no way to change system time. I checked the code and I found that OTRS gets the time from the database (am I right?) using current_timestamp. So the question is: Is it enough to change database setting (SET TIMEZONE in Postgresql)? Thank you Atanas Karashenski

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translation tables
by Bob Smith 07 Jan '04

07 Jan '04

hey all, got this ide when I woke up this morning:how about moving the translation ( locale ) into the database? how would that work?we could have one translation table with data like: KEYFIELD:LANGUAGE_ONE:LANGUAGE_TWO TRANSLATION_ONE_key:LANGUAGE_ONE_TRANSLATION:LANGUAGE_TWO_TRANSLATION ... etc. any comments? /Greger

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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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RE: [dev] timezone
by Moshe Livne (Leibovitch) 07 Jan '04

07 Jan '04

Hmmmmmm... I remember getting a similar answer long time ago on a similar request. Timezone per system user does not cause confusion. Email servers work this way for ages. On the other hand, getting an email with a time zone 7 hours in the past can sure cause minor heart attack until you understand what happened. Making the calculation when you are on the road and crossing time zones is perplexing.... -----Original Message----- From: Wiktor Wodecki [mailto:wiktor.wodecki@net-m.de] Sent: ? 07 ????? 2004 16:02 To: Development community of OTRS Subject: Re: [dev] timezone On Wed, Jan 07, 2004 at 01:24:00AM +0200, Bob Smith wrote: > Atanas Karashenski wrote: > I don't know, as I haven't that insight into otrs. but this would not > be an issue if time/date/language was properties of the user/client, > not the system, ( hint!!! ) it *is* the property of the user. The user can set his language and therefore his time/date display. The overall OTRS system time must not be changed by the user, since that would end in confusion. -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783 _______________________________________________ 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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Report on time_accounting
by Simon M Tuckwell 05 Jan '04

05 Jan '04

Hi all, I would like to create a report with the following information on a weekly and monthly basis in list form: * Tickets Opened * Tickets Updated * Tickets Closed It seems to me that the database is losing some stateful information, as I don't think I can easily work out which tickets have been opened and closed using the "ticket_history" table. For example, how can I tell if a closed ticket was reopened during a month? Or have I missed a column or link somewhere else? I know I can work out if the ticket was worked on using the "article" or "time_accounting" tables but this isn't quite the same. The information could be added into the "ticket_history" table using a new "state" column linked to the "ticket_state" table. This would preserve the information no matter what the current state of the ticket is. Regards, Simon.

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modifying mkstats.pl output
by Grimes, David 05 Jan '04

05 Jan '04

Re: All Just so y'all know I did search the both the users and dev archives actually the dev search feature is broken... Here's my deal. I need to change the stats output. Basically there are 31 different plots on one picture, entirely too much stuff for one 3x5 picture. I looked through the mkstats.pl script itself and because I don't know a lick of pearl I couldn't really find where the data was being introduced into the picture. Seemed to me that all mkstats.pl does is actually build the png file. So some general direction would be much appreciated! I have another question about priorities that I will be posting in a separate email ;) ...... Thanks for a great product! David

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