October 2004 - dev - OTRS mailing lists

Revised Patch to Admin Customer User search list
by Tyler Hepworth 20 Oct '04

20 Oct '04

I submitted a patch that would supress the display of computer objects in the customer search list, but realized that the search list also displays group objects. So I revised the patch to exclude both computers and groups. This patch affects a different pm file (Kernel/System/CustomerUser/LDAP.pm), and handles both computers and groups. Please completely disregard the previous patch submitted. Thanks, Tyler Hepworth

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Patch to Admin Customer User search list
by Tyler Hepworth 20 Oct '04

20 Oct '04

When I search for customers in the Admin Customer User area, the search result returns all objects in the directory including users AND COMPUTERS (as denoted by the ending $ sign). So, if I search for "br", I might get something like this: abreton ...... abreton$ bruiser$ brownie$ brentk ....... brinkley ......... The names without a $ are all valid users, but the ones that end with a $ are computer objects and do nothing other than clutter up the view of what I am really interested in looking at. I developed a patch that will exclude computer objects from being displayed. Please consider this for inclusion. You can find it attached as a diff file. Thanks, Tyler Hepworth

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You need better documentation on how to schedule jobs in the Web Interface
by Tyler Hepworth 19 Oct '04

19 Oct '04

It took me half a day to figure out how to get my web interface generic agent jobs to run. The scheduling function is not intuitive at all and only by chewing through the source code of GenericAgent.pl was I able to get a picture of what was happening. The assumption I was operating under was that the scheduler was just like a cron. If I wanted it to run every 10 minutes, then I would select only 10 in the minutes and leave everything else blank. I found that out that I have to explicitly specify the days and times I want the job to run. Perhaps adding some documentation as follows would be helpful. ---documentation--- The scheduler is an important aspect of the Generic Agent Web Interface. You must explicitly define the times that you would like the job to run at. Not setting any schedule will cause the job to only run once a day at 00:00 hours. Here are some examples: Q. How do I make my job run every 10 minutes continously? A. Use ctrl+click to select every value (10 - 60) in the minutes column. Use ctrl+click to select every value in the hours column (00-23). Use ctrl+click to select every value in the days column (Sun-Sat). This tells to the program to run at the 10,20,30,40,50, and 60 minute mark of every hour of every day. Q. How can I make my job run every 20 minutes continously? A. Select 20, 40, and 60 for the minutes. Select all of the values for hours and days. Q. How can I make my job run at 5:30 on Saturdays? A. Select 30 for the minutes. Select 05 for the hours. Select Sat for the days. As you can see, the scheduler does not operate the same as a cron job where you need only specify one value and can leave the rest as wildcard values. The scheduler will only execute jobs at the specified times of explicitly defined day(s), hour(s), and minute(s). ---documentation--- Hope this helps the next traveler. Tyler Hepworth

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Bug in CPanel Search Feature
by Tyler Hepworth 19 Oct '04

19 Oct '04

There is a bug (minor) in the customer panel search feature. After searching for a ticket(s) the results do not display the customer id that is associated with the ticket in the column labeled "CustomerID". Tyler Hepworth

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road map??
by bobsmith1＠marketweighton.com 14 Oct '04

14 Oct '04

Hello dev team + everyone else Has anyone developed any road map for the development of OTRS? best R G -- www.gh-webinteractive.com

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EncodeObject
by Peter Gervai 13 Oct '04

13 Oct '04

Hello, Since there are f*cking windows mail programs around which does not handle utf8 email I had to look into how can I have utf8 frontend and iso-8859-2 email encoding. It Is Hell. It seems that OTRS was coded on the assumption that either the world is utf8 or it isn't, coexistence denied. Halfway I thought EncodeObject is a helpful thing, but it turned out that I am unable to grasp the point what it is good for. First, what I've thought. I believed it is the charset property of an object, so if I have, say, message in 8859-15 then I can set its encodingObject to know that it's 8859-15, so if I need it in, say, 8859-2, then I simply tell the poor fella to Convert( $to_my_charset ) and it happens. Nope. EncodeObject is somehow tracking utf8'ness, but seems to be impossible to use it to support any encoding. For example Sendmail.pm uses: $Self->{EncodeObject}->SetIO(\*MAIL); Which should set handle to utf8 if the object is in utf8, and leave it alone otherwise. But it does something magical: if $DefaultCharset is utf8 then it sets handle to utf8. No matter what I set anywhere. I believe this is wrong: EncodeObject should have an internal knowledge of its encoding (that's why it's an object, isn't it?) and act on that. So if my web frontend is in utf8 I'd set $article->{EncodeObject}->my_encoding('utf8'), and if I want to send an email in 8859-2, then I could say $new_article = $Self->{EncodeObject}->Convert('8859-2') or like and I could go on and Send() it using Charset 8859-2. Due to time constraints I am not able to completely analyse otrs object structure so probably encoding could be attached some different way (this means that my examples might have been stupid ones), but at the end of the chain (like having the mail in Sendmail.pm or probably around the web frontend) the result ought to know what its own encoding is and if the output module wants a new encoding then it should be able to convert it easily. And Encode should use Encode::FB_HTMLCREF as "CHECK" value in encodings/decodings. I didn't dare to start recoding EncodeObject since I don't yet grasp what it is EXACTLY designed for. -- Now using M2, Opera's e-mail client: http://www.opera.com/m2/

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merging / linking tickets (for 2.xx) design ideas
by Peter Gervai 11 Oct '04

11 Oct '04

Hello Martin & all, I mentioned in my email a while ago that it would be nice to be able to merge the tickets, and you asked how would I imagine that. So here's my brief schematic. #1001 TicketA: email1 note1 (2004/1/1) email2 (2004/6/6) note2 #1002 TicketB: email3 (2004/5/5) #1003 TicketC: phone4 email5 Make TicketB the child of TicketA (link parent/child); Make TicketC the normal link of TicketA (link normal). If I zoom TicketA (the parent) I see: TicketA: (linked with [#1003]) [#1001] email1 [#1001] note1 [#1002] email3 <--- this is merged from ticketB [#1001] email2 [#1001] note2 (all articles of ticketA and ticketB, sorted by time and merged) Adding new entries, email, etc would add it to #1001/TicketA. Changing the state of TicketA would change all children (close, pending, move to new queue, etc). Pending reminder would be set on them all too, but only parents would generate an email alert, or show up in the escalation window. (Basically merged tickets became one, and the parent is the representative. Maybe they should even get a new state "merged" which would stay so until they're closed.) Zooming ticketB would show the same as TicketA, but lines not associated with TicketB would be grayed out and not accessible. New entries would be added to TicketB (but they obviously would show up immediately in TicketA's display, too). This way it is possible to update children separately. (But an alert line would be useful: "This is a merged ticket, consider updating #1001, the parent ticket!") Alternative view (preferably by user setting) would be switching off the grayed out "parent entries" and only show a line "Parent ticket is #1001" TicketA/TicketB and TicketC relation is the same as now: only the reference link exists between them to and fro. This way it is possible to merge tickets (make child/parent), update them separately, and if required dissociate them again. Multiple level child relatin should be possible, but I am not sure how fast the implementation would be. (Like a master ticket gathering articles from several multiple level deep children... hmm... my db machine would probably just choke and die :)) -- Now using M2, Opera's e-mail client: http://www.opera.com/m2/

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Reporting of "Time units"
by Joaquim Homrighausen 08 Oct '04

08 Oct '04

Is there a report that will include "time units spent".. ? So I can get a "time sheet" (per customer or per ticket)? -joho

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Possible bug with Multiple Customer IDs?
by Tyler Hepworth 07 Oct '04

07 Oct '04

I am playing with the multiple customer id feaute. I have noticed that any ticket I submit shows up in both "My Tickets" and "Company Tickets", regardless of the customer id. Example User: Tyler Hepworth Email: tylerh(a)natr.com CustomerID: tylerh(a)natr.com CustomerIDs: web Ticket1, From: tylerh(a)natr.com, customer id: tylerh(a)natr.com Ticket2, From: tylerh(a)natr.com, customer id: web Tickets shown in "My Tickets" ------------------------------------------ Ticket1, Ticket2 Tickets shown in "Company Tickets" --------------------------------------------------- Ticket1, Ticket2 Should the correct way to display tickets be?: --------------------------------------------------------------- "My Tickets" - Ticket1 "Company Tickets" - Ticket2 or since Ticket2 technically is my ticket: ----------------------------------------------------------- "My Tickets" - Ticket1, Ticket2 "Company Tickets" - Ticket2 If there some other explanation for this behavior, please let me know. If this is a bug, I am willing to work up a patch and submit it if you are agreeable to that. Thanks, Tyler Hepworth

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Use of uninitialized string (PostMaster.pl)
by Joaquim Homrighausen 06 Oct '04

06 Oct '04

cat test1.txt | ./PostMaster.pl Use of uninitialized value in string eq at /otrs/Kernel/System/Ticket/Article.pm line 1387. test1.txt contains: --- From: joho(a)webbplatsen.se To: foo(a)webbplatsen.se Subject: This is a test And some text --- I'm trying to figure out why the autoresponse messages are sent using the wrong e-mail address (OTRS uses the QUEUE-name followed by @myservername.webbplatsen.net).. The message is placed in the correct queue. [OTRS 1.3.1] -joho

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