February 2004 - dev - OTRS mailing lists

Customer info on lite queue view
by Dirk Scheer 29 Sep '04

29 Sep '04

Hello out there, our agents use the lite queue view, because of the compressed format (better overview). But they've missed some informations about the customer. So they always have to zoom a ticket to see this information. I've attached the necessary diffs to display customer informations on the lite queue view too. It should not be very hard to apply them, because they are based on current CVS. Similar to the standard queue view, you can configure the appearance of the lite queue view from Config.pm with the following variables: $Self->{ShowCustomerInfoQueueLite} = 1; $Self->{ShowCustomerInfoQueueLiteMaxSize} = 18; If you set ShowCustomerInfoQueueLite = 0, your OTRS will work like before. Moreover you can control, how customer informations should be displayed. Therefore I've added one field at the end of the CustomerUser=>Map. With 0/1 you can control, which entries should be shown in the lite queue view (analogous to field #4 for the standard queue view). Here are some sample entries. Please keep in mind, that you have to extend every entry this way (please do not forget the empty string for the http-link): # var, frontend, storage, shown, required, storage-type, http-link, lite-shown [ 'UserSalutation', 'Salutation', 'salutation', 0, 0, 'var', "", 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', "", 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', "", 1 ], [ 'UserPhone', 'Telefon', 'phone', 1, 0, 'var', "", 1 ], I'll you hope, these changes are useful for you too. CU Dirk -- http://www.scheernet.de/

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Different background for locked tickets
by Dirk Scheer 05 Mar '04

05 Mar '04

Hello out there, our agents open multiple browser windows to control different queues. Within this bunch of windows it is sometimes hard to find the queue with your own locked tickets. So I have had the idea to change the background for locked tickets (from light blue to light green). In case you'll find it useful too, I've attached all the diffs. The diffs are based on CVS from yesterday evening, so it should not be very hard to aply them. After aplying the diffs, you can control the color in the Config.pm with the variable $Self->{LockedTicketBackground} = "#d2e8c5"; If this variable is not defined or empty everything is working as before. I'll hope it's useful CU Dirk Scheer -- http://www.scheernet.de/

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Improved LDAP Modules in CVS head!
by Martin Edenhofer 26 Feb '04

26 Feb '04

Hi, JFI. There are improved LDAP module in the CVS head. New: * added config option for ldap filter used in each query * added config option for Net::LDAP params (for more see Kernel/Config/Defaults.pm) Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

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Which tools you use for ..?
by Yann RICHARD 25 Feb '04

25 Feb '04

hi all, I would like to translate/adapt the OTRS manual for my users (Agent and Customer). To do this I would like to know which tools you use to edit/create the manual and how you make the png of the OTRS database from the xml diagram. Thanks, Yann -- o--------------------------------------------------------------o | GPG FingerPrint: | .oO| A2F4 1EFB 66B6 65F8 1093 E11A 3E0A 9DF6 72E7 DE9E | `--------------------------------------------------------------o

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RE: [dev] CVS: 1.2 branch!
by Covert, Jake 25 Feb '04

25 Feb '04

Can you PLEASE post a list of features to be implemented on the 'ol website? A ToDo feature list? :-) ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] On Behalf Of Martin Edenhofer Sent: Monday, February 23, 2004 2:57 PM To: dev(a)otrs.org Subject: [dev] CVS: 1.2 branch! Hi, today we created a cvs branch for OTRS 1.2. That means this branch will have all future bug fixes for OTRS 1.2.x (just bug fixes no new features). So the cvs (HEAD) is ready for new features (planned features see TODO file). To checkout the 1.2 branch use: =============================== "cvs -z3 -d :pserver:<user>@cvs.otrs.org:/home/cvs co -r rel-1_2 otrs" To checkout the cvs HEAD use: ============================= "cvs -z3 -d :pserver:<user>@cvs.otrs.org:/home/cvs co otrs" Thanks, happy coding! .-) Martin -- ((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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otrs4win32-1.2.2-01.exe released
by Robert Kehl 25 Feb '04

25 Feb '04

Today we present to you OTRS 1.2.2-01 on Win32 in the OTRS for Windows32 Installer: otrs4win32-1.2.2-01.exe (29,2 MB) ftp://ftp.gwdg.de/pub/misc/otrs/misc/win32/otrs4win32-1.2.2-01.exe MD5: 2125793a84ad034e6f97211c6e3d5bb1 It is based on OTRS 1.2.2-01, the INSTALL document can be found at http://doc.otrs.org/cvs/en/html/install-win32.html#OTRS4WIN32 Please be so kind to direct all questions and answers to this mailing list. You are encouraged to file reports on bugs (if you found some) via http://bugs.otrs.org/ We would very much like to hear from your experiences with this software. Thank you for your help! With highest regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

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CVS: 1.2 branch!
by Martin Edenhofer 23 Feb '04

23 Feb '04

Hi, today we created a cvs branch for OTRS 1.2. That means this branch will have all future bug fixes for OTRS 1.2.x (just bug fixes no new features). So the cvs (HEAD) is ready for new features (planned features see TODO file). To checkout the 1.2 branch use: =============================== "cvs -z3 -d :pserver:<user>@cvs.otrs.org:/home/cvs co -r rel-1_2 otrs" To checkout the cvs HEAD use: ============================= "cvs -z3 -d :pserver:<user>@cvs.otrs.org:/home/cvs co otrs" Thanks, happy coding! .-) Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

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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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Patch to delete directories when an ArticleStorageFS article is deleted
by Robert L Mathews 10 Feb '04

10 Feb '04

I noticed that ArticleStorageFS::DeleteArticleOfTicket() leaves behind empty directories where a ticket used to be. If you're using the GenericAgent to actually delete tickets because they're spam, etc., this leaves behind lots of empty directories. Assuming this isn't intentional for some reason, here is a trivial patch: diff -c ArticleStorageFS.pm.orig ArticleStorageFS.pm *** ArticleStorageFS.pm.orig Sat Jan 10 07:32:47 2004 --- ArticleStorageFS.pm Mon Feb 9 16:03:03 2004 *************** *** 94,100 **** $Self->{DBObject}->Do(SQL => "DELETE FROM article_plain WHERE article_id = $_"); # delete from fs my $ContentPath = $Self->GetArticleContentPath(ArticleID => $_); ! system("rm -rf $Self->{ArticleDataDir}/$ContentPath/$_/*"); } # -- # delete articles --- 94,100 ---- $Self->{DBObject}->Do(SQL => "DELETE FROM article_plain WHERE article_id = $_"); # delete from fs my $ContentPath = $Self->GetArticleContentPath(ArticleID => $_); ! system("rm -rf $Self->{ArticleDataDir}/$ContentPath/$_"); } # -- # delete articles -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Patch to prevent bounces in PostMaster.pl for transient errors
by Robert L Mathews 10 Feb '04

10 Feb '04

I realize this may be a little late to get into 1.2, but here it is anyway. It wraps much of PostMaster.pl in an eval{} block so that if the database isn't available (for example), an incoming message won't be immediately bounced. This patch is against CVS; I haven't been using the CVS version of OTRS, but I have been using a nearly identical patch against 1.1.3 for several months without any trouble (with several hundred tickets a day), and it has prevented several bounces during database upgrades, etc. Note that although it looks like it changes a lot, it really changes hardly anything -- most of the "changes" are just fixing the indentation. diff -c PostMaster.pl.orig PostMaster.pl *** PostMaster.pl.orig Wed Oct 29 13:07:41 2003 --- PostMaster.pl Mon Feb 9 15:20:08 2004 *************** *** 65,113 **** $Opts{'q'} = ''; } ! # -- ! # create common objects ! # -- ! my %CommonObject = (); ! $CommonObject{ConfigObject} = Kernel::Config->new(); ! $CommonObject{LogObject} = Kernel::System::Log->new( ! LogPrefix => 'OTRS-PM', ! %CommonObject, ! ); ! $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); ! # debug info ! if ($Opts{'d'}) { ! $CommonObject{LogObject}->Log( ! Priority => 'debug', ! Message => 'Global OTRS email handle (PostMaster.pl) started...', ); ! } ! # get email from SDTIN ! my @Email = <STDIN>; ! if (!@Email) { ! $CommonObject{LogObject}->Log( ! Priority => 'error', ! Message => 'Got not email on STDIN!', ); ! exit (1); ! } ! # common objects ! $CommonObject{PostMaster} = Kernel::System::PostMaster->new( ! %CommonObject, ! Email => \@Email, ! Trusted => $Opts{'t'}, ! Debug => $Opts{'d'}, ! ); ! $CommonObject{PostMaster}->Run( ! Queue => $Opts{'q'}, ! ); ! ! # debug info ! if ($Opts{'d'}) { ! $CommonObject{LogObject}->Log( ! Priority => 'debug', ! Message => 'Global OTRS email handle (PostMaster.pl) stoped.', ); } # -- exit (0); --- 65,129 ---- $Opts{'q'} = ''; } ! # Wrap the majority of the script in an "eval" block so that any unexpected ! # (but possibly transient) fatal errors (such as the database being ! # unavailable) can be trapped without causing a bounce. ! eval { ! # -- ! # create common objects ! # -- ! my %CommonObject = (); ! $CommonObject{ConfigObject} = Kernel::Config->new(); ! $CommonObject{LogObject} = Kernel::System::Log->new( ! LogPrefix => 'OTRS-PM', ! %CommonObject, ); ! $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); ! # debug info ! if ($Opts{'d'}) { ! $CommonObject{LogObject}->Log( ! Priority => 'debug', ! Message => 'Global OTRS email handle (PostMaster.pl) started...', ! ); ! } ! # get email from SDTIN ! my @Email = <STDIN>; ! if (!@Email) { ! $CommonObject{LogObject}->Log( ! Priority => 'error', ! Message => 'Got not email on STDIN!', ! ); ! exit (1); ! } ! # common objects ! $CommonObject{PostMaster} = Kernel::System::PostMaster->new( ! %CommonObject, ! Email => \@Email, ! Trusted => $Opts{'t'}, ! Debug => $Opts{'d'}, ); ! $CommonObject{PostMaster}->Run( ! Queue => $Opts{'q'}, ); + + # debug info + if ($Opts{'d'}) { + $CommonObject{LogObject}->Log( + Priority => 'debug', + Message => 'Global OTRS email handle (PostMaster.pl) stoped.', + ); + } + }; # end of eval block + + if ($@) + { + # Some kind of unexpected problem occurred (for example, database + # unavailable). Return an EX_TEMPFAIL error to cause the mail program + # to requeue the message instead of immediately bouncing it; see + # sysexits.h. (Most mail programs will retry an EX_TEMPFAIL delivery + # for about four days, then bounce the message.) + exit 75; } + # -- exit (0); -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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