October 2004 - dev - OTRS mailing lists

ImproveOtrsCron.patch
by Robert Kehl 02 Nov '04

02 Nov '04

Hello all! I've written a patch to Cron.sh to actually allow using the OTRS_USER option. Additionally, enumerating the available cron jobs gets improved. The patch is attached and available under: http://wiki.robertkehl.de/index.pl?PatchImproveOtrsCron With kind regards, Robert Kehl --- bin/Cron.sh +++ bin/Cron.sh @@ -21,17 +21,19 @@ # -- CURRENTUSER=`whoami` -OTRS_HOME=$HOME -#CRON_USER=" -u $RUNASUSER "; -CRON_USER="" -if test $CURRENTUSER = root; then +if test "$CURRENTUSER" == 'root'; then + if test "$2" == ""; then echo "Run this script just as OTRS user! Or use 'Cron.sh {start|stop|restart} OTRS_USER'!" exit 5 + else + su - $2 -c $0 $1 + exit + fi fi # find otrs root -#OTRS_ROOT=/opt/OpenTRS +OTRS_HOME=`getent passwd $CURRENTUSER | awk -F: '{ print $6 }'` if test -e $OTRS_HOME/var/cron; then OTRS_ROOT=$OTRS_HOME else @@ -54,7 +56,7 @@ # start # ------------------------------------------------------ start) - if mkdir -p $CRON_DIR; cd $CRON_DIR && ls * |grep -v '.dist'|grep -v '.rpm'| grep -v CVS | grep -v Entries | grep -v Repository | grep -v Root | xargs cat > $CRON_TMP_FILE && crontab $CRON_USER $CRON_TMP_FILE; then + if mkdir -p $CRON_DIR && find $CRON_DIR ! -name *.dist ! -name *.rpm ! -path "*/CVS/*" -type f | xargs cat > $CRON_TMP_FILE && crontab $CRON_TMP_FILE; then rm -rf $CRON_TMP_FILE echo "(using $OTRS_ROOT) done"; exit 0;

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Re: [dev] Line Wrapping/PostgreSQL Patches Status?
by Robert L Mathews 01 Nov '04

01 Nov '04

At 10/27/04 11:02 PM, Martin Edenhofer wrote: >o PostgreSQL with smallints and bigints changes to ints: Currently we >write a tool to generate MySQL, PostgreSQL, SAPDB, Oracle, ... output >based from XML. This is nearly finished. We hate to maintain different >.sql files for different sql databases. So if this is ready, we just >generate for postgresql performance improved create scripts (not >smallints, no bigints). That sounds great. Please post to the dev list when this is ready and I will test the generated PostgreSQL schema to be sure it is working as fast as possible. Thanks again! -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Re: [dev] Line Wrapping/PostgreSQL Patches Status?
by Robert L Mathews 28 Oct '04

28 Oct '04

At 10/27/04 11:02 PM, Martin Edenhofer wrote: >o Line Wrapping Bug in Browsers like Safari: Your patch is veriy fine. >We just thinking about upcoming problems with other browsers. Anyway, if >we remove the line wrapping from the html-tags, we have to change this >in each <textarea> tags in the whole otrs. And this is the reason why we >think a second time about. I think there is a misunderstanding here. My patch only affects the AgentCompose and AgentSpelling screens; it does not make the code do any line wrapping in other places, so the other places need to have the wrap tags left in. In other words, the HTML wrap tags need to be removed from an HTML form if (and ONLY if) the OTRS code starts handling the wrapping for input from certain HTML forms. Since the code I provided only does this for AgentCompose and AgentSpelling, those are the only HTML pages that need the wrap tags removed. The wrap tags should not be removed from any other HTML pages that don't have new code added to handle wrapping in OTRS, unless extra code is also added to OTRS to handle wrapping for those pages. (I'd be glad to attempt adding OTRS code for other pages in the future so that all browser wrapping can be disabled -- it's evil -- but the current patch is just concerned with wrapping mail in replies sent to the customer. Incorrect wrapping in things like notes wasn't so important to me when I submitted the patch.) So as it stands, only those two pages need to have the wrap tags removed. I can't emphasize enough that having it the way it is for those two screens (both the HTML tags and the code doing independent wrapping) is very wrong, and makes OTRS replies into a nasty mess with browsers like Safari. Either the HTML tags should be removed, or the part of the patch that adds wrapping to the OTRS code should be backed out before the next release; having them both doing wrapping is never going to be right. I hope this clears it up! Thanks again. -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Clearing cookies on logout when redirecting to external URLs
by Kristoffer Gleditsch 28 Oct '04

28 Oct '04

Hi! We've had a bit of a problem with the session handling in our somewhat patched OTRS 1.3.2. The customer logout URL is an external link, and when people logged out and then back in during the same browser session, the now invalid session cookie would still be alive. Since this would never be reset by customer.pl, this caused them to be redirected back to the login page again and again. The following patch seems to have fixed the problem, by including the cookie information in the redirect page, so that the session cookie is blanked when they log out: ==== Index: Generic.pm =================================================================== --- Generic.pm (revision 39) +++ Generic.pm (working copy) @@ -803,6 +803,7 @@ if ($Param{ExtURL}) { # external redirect $Param{Redirect} = $Param{ExtURL}; + $Param{Cookies} = $Output; return $Self->Output(TemplateFile => 'Redirect', Data => \%Param); } else { Index: Lite/Redirect.dtl =================================================================== --- Lite/Redirect.dtl (revision 39) +++ Lite/Redirect.dtl (working copy) @@ -14,5 +14,6 @@ Status: 302 Moved location: $Data{"Redirect"} X-Powered-By: $Env{"Product"} $Env{"Version"} - Open Ticket Request System (http://otrs.org) +$Data{"Cookies"} document <a href="$Data{"Redirect"}">moved</a> Index: Standard/Redirect.dtl =================================================================== --- Standard/Redirect.dtl (revision 39) +++ Standard/Redirect.dtl (working copy) @@ -14,5 +14,6 @@ Status: 302 Moved location: $Data{"Redirect"} X-Powered-By: $Env{"Product"} $Env{"Version"} - Open Ticket Request System (http://otrs.org) +$Data{"Cookies"} document <a href="$Data{"Redirect"}">moved</a> ==== Regards, -- Kristoffer.

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Line Wrapping/PostgreSQL Patches Status?
by Robert L Mathews 28 Oct '04

28 Oct '04

I hate to sound like a broken record, but is there any update on when the patches to fix line wrapping and PostgreSQL support will be fully applied? http://bugs.otrs.org/show_bug.cgi?id=526 http://bugs.otrs.org/show_bug.cgi?id=518 As a reminder, currently OTRS doesn't handle line wrapping properly (especially with browsers that use variable width fonts for textareas like Safari), and PostgreSQL installations that have more than a few tens of thousands of tickets are almost unusable due to slow speed caused by type mismatches in the PostgreSQL schema. The patches I submitted just before the release of 1.3 fully fix these problems, but still have not been applied to CVS (parts of the 526 patch have been applied, but not all of it, so some line wrapping problems still exist). -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Bug in AgentPhone.pm
by Tyler Hepworth 27 Oct '04

27 Oct '04

There is a bug in AgentPhone.pm that causes the "Is Ticket Answered" value to always display "Yes" regardless of what is set in the database. Open a ticket with "Contact Customer", set the "Is Ticket Answered" to "No", submit, and reopen the ticket. You will find that it still says "Yes". If you back out of that screen and view the ticket with "Compose Answer" it will display "No". The routine for AnsweredYesNoOption works properly in AgentCompose.pm but not AgentPhone.pm Tyler Hepworth

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[gmane.comp.otrs.devel] Making OTRS play nice with Oracle
by Kristoffer Gleditsch 27 Oct '04

27 Oct '04

Oops, posting through Gmane didn't work too well. Let's see if it works better now. (It might be a good idea to mention on the mailing list web page that you can't post to the dev list without being subscribed to it.) -- Kristoffer.

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?
by Robert Heinzmann 26 Oct '04

26 Oct '04

Hello, I was thinking about extending the CustomerUser part to upload "Customer info" files (Screenshots, Configurations etc.). When browsing the source code I discovered an interesting part in Output/HTML/Standard/AdminCustomerUserForm.dtl:  ? [...] <input name="GenericTopic::$QData{"PrefKey"}" type="file" size="40" class="fixed"> <a href="$Env{"Baselink"}Action=$Env{"Action"}&Subaction=Download&ID=$QData{"UserID"}&File=$QData{"Pre fKey"}">$QData{"Filename"}</a> [...] These lines looks like preparations to implement such a feature. Is this a planned feature and will it be part of a upcoming OTRS release ? Thank you, Robert Heinzmann

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Patch to Bulk Action - Option to allow unlock of tickets
by Tyler Hepworth 26 Oct '04

26 Oct '04

There have been quite a few requests to not lock tickets that are moved to another queue via bulk action. I patched AgentBulk.* to provide the option of unlocking the tickets after submit is pressed. This provides the greatest flexibility to all parties and satisfies the needs of all involved. It locks the tickets and assigns responsibility to the agent performing the action, but then allows him to choose to unlock the tickets after all of the actions are performed. Please see the attached files. I hope you find this useful. With Regards, Tyler Hepworth.

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Bug in Lite Theme
by Tyler Hepworth 26 Oct '04

26 Oct '04

When I switch to the Lite theme and look at tickets in a queue or my inbox, each ticket has the checkbox indicating that it is available for Bulk Action; however, there is no Bulk Action Feature available in Lite mode. There is not a link in the navigation area nor is there a dtl file in Output/HTML/Lite. Perhaps the check boxes should be removed or else a dtl file programmed for Lite? With Regards, Tyler Hepworth

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