March 2004 - dev - OTRS mailing lists

[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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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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new feature: reverse queue sorting
by Wiktor Wodecki 16 Apr '04

16 Apr '04

Hello, I just commited a small patch which gives the admin the ability to change the sorting of specific queues from descending to ascending. Our customer care departmend found it useful so we thought that contributing it back might be a good idea. Check out the current cvs for the code. Comments? Flames? :-) -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783

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Need some OTRS API information
by Dmitriy Borisov 02 Apr '04

02 Apr '04

Hi, ALL! I need some information about parameters of functions in CustomerAuth and CustomerUser modules. Our ISP have native database of the users, and i want to integrate it with OTRS. I thinking to do it in next way: 1) IF authorization is normal do nothing 2) IF user password is wrong but user exist, update user information in OTRS database from our corporative database and try to authorize again 3) IF user is wrong, search for this user in our corporative database, if succesfull, then add user to OTRS database and try to authorize again I can add or change information in OTRS database directly, but there are alredy exists a mechanism to do it in CustomerUser module. But i don`t know anything about format of parametrs of their methods. Who can help me? Sorry for my bad English. -- With best regards, Dmitriy Borisov Network administrator of INTS ISP E-mail: borik(a)ints.net

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Re: PGP Sign Outgoing Mails?
by Oliver Hitz 31 Mar '04

31 Mar '04

Hi Robert, On 30 Mar 2004, Robert Kehl wrote: > > I would like to have all outgoing mails signed with pgp/gpg. Has > anybody > > already done this? I think this could probably best be implemented by > > creating a Kernel::System::Email::GPG module or something like that? > > We're currently thinking about implementing this, yes. > > This discussion is better suited for the [dev] mailing list. Subscribe All right, I have taken the discussion into the [dev] mailing list. In the meantime, I have done a quick and primitive hack starting from the Kernel::System::Email::Sendmail module. It is a very unsophisticated module that clearsigns all outgoing messages using one single PGP key. I have put it on the web at http://www.net-track.ch/misc/support/otrs/ I haven't done extensive testing - on the contrary, it's really just a quick hack in order to test if and how it is possible and what problems arise. Has anybody else done some work on this problem? Regards Oliver

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Oracle support ?
by De Pascale Pierre 30 Mar '04

30 Mar '04

Hi everybody, I am investigating OTRS and need it to run on Oracle 9.2.0.3 on a Solaris machine. What is the current status of Oracle support ? OTRS seems to support officially MySQL and Postgres, but read that other DB were also supported. What would be the effort required to make it run on Oracle ? In order to backup an OTRS system: is a backup of the DB sufficient or are there other informations stored on the file system ? Thank you for your help, - Pierre De Pascale. _______________________________________________________________________ Siemens Switzerland Ltd, Software House, DS DS 2 Pierre De Pascale Avenue des Baumettes 5, CH-1020 Renens Phone +41 (0)585 568 481 mailto:pierre.de_pascale@siemens.com, Internet: http://www.siemens.ch/

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Feature request to future version: Change the logic of User-Group-Queue-Rights
by Joerg Friedrich 30 Mar '04

30 Mar '04

Hi, ATM the right management is like this: Situation: Our computing department is divided into several groups, i.e. FirstLevel-Support, Mail-Team, Networking-Team, PC-Support etc. Each team has different queues for different 'sub'-problems. For example: Mail-Team: main-queue Mail sub-queues imapserver, webmail, listserver PC-Support: main-queue PC-Support sub-queues Windows, Office-SW, other OS, other Application Networking-Team: main Network sub IP, cabling, security We have three different 'incoming'-Queues FirstLevel is responsible for. (Support, abuse, viruses) All users should be able to read, create and move in all Queues to pass tickets. All users should full access to the incoming queues. And each team member should have full access to all team-queues With the current rights-scheme I had to set up like this: One Group 'All users' which owns the Firstlevel-Queues and has all users as full members and one group for each team for the associated 'Team'-queues which has all Team-Members as full users and all others with ro,create,move_into. We have about 50 Users. I needed almost one hour to have all rights set up :-( I would like to see the following: Relationship "user -- group": Just user is member in these groups .... and group members are ... Relationship "group -- queue": Each queue has an 'Owner'-Group which always has full access and each queue can have 'additional' groups where the rights can be set like the current scheme In my example: queue PC-Support:Windows, owner group "PC-Support" additional rights: group "Mail-Team" ro,create,move_into" to make it perfect: Relationship "user -- queue": it should be possible to give rights to single users like User x from Networking team has full access to Mail:imapserver this would really great. -- Jörg Friedrich

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Feature request to current version: Admins can set the CustomQueues
by Joerg Friedrich 30 Mar '04

30 Mar '04

Hi, I would like to have the possibility to set the CustomQueues of each user by the admin interface Disallow the users to change their CustomQueues is already possible by Config.pm. So I would be able to force the users to recieve notifications about new tickets in the queues they are responsible for. -- Jörg Friedrich

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Config-Example apache1 and mod_perl
by Joerg Friedrich 30 Mar '04

30 Mar '04

Hi! in the scripts Directory is the following example for using apache1 and mod_perl: ------------------------ # -- # added for OTRS (http://otrs.org/) # -- # agent, admin and customer frontend (mod_alias required!) ScriptAlias /otrs/ "/opt/otrs/bin/cgi-bin/" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # load all otrs modules (speed improvement!) #Perlrequire /opt/otrs/scripts/apache-perl-startup.pl # Apache::StatINC - Reload %INC files when updated on disk # (just use it for testing, setup, ... not for high productiv systems) #PerlInitHandler Apache::StatINC <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI PerlSendHeader On PerlSetupEnv On </Location> ------------------------ but using ScriptAlias and SetHandler/PerlHandler is not recommended by perl.apache.org http://perl.apache.org/docs/1.0/guide/config.html#Running_CGI__PerlRun__and… better use: Alias /otrs "/opt/otrs/bin/cgi-bin" Alias /otrs-web/ "/opt/otrs/var/httpd/htdocs/" # load all otrs modules (speed improvement!) #Perlrequire /opt/otrs/scripts/apache-perl-startup.pl # Apache::StatINC - Reload %INC files when updated on disk # (just use it for testing, setup, ... not for high productiv systems) #PerlInitHandler Apache::StatINC DirectoryIndex index.pl <Location /otrs> # ErrorDocument 403 /otrs/customer.pl # ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlHandler Apache::Registry Options ExecCGI Indexes PerlSendHeader On PerlSetupEnv On </Location> this makes also possible to have to virtual hosts vor the agents and the users i.e. virtualhost otrs-intern.example.com direktoryIndex index.pl virtualhost customer.example.com direktoryindex customer.pl http://otrs-intern.example.com/otrs calls the agent-logon screen and http://customer.example.com/otrs calls the customer.pl :-) -- Jörg Friedrich

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Re: [otrs] Admin account problem with 1.2.2 upgrade and Postgresql
by Wiktor Wodecki 29 Mar '04

29 Mar '04

On Thursday 18 March 2004 15:16, Wiktor Wodecki wrote: > > > The only thing that occurs to me is that the permissions on the > > > database itself might be wrong. The data is all there, and the > > > update proceeded normally. Any ideas on how to get this one fixed ? > > > > Are you really sure you're working on your PostGreSQL? Is there > > potentially another MySql installed, now having overtaken the > > installation someho? I could think of a faulty /etc/sysconfig/otrs > > pointing towards a MySql now. > > this looks suspicious close to my problem. see bug no. 366 ok, I found the problem on this one. There are two problems with the dbupdate scripts (I'm looking at the postgresql one, but I assume similar problems are on the mysql side). Have a look at http://bugs.otrs.org/show_bug.cgi?id=366 for the exact problem and a solution. However you have to set the admin right as in http://bugs.otrs.org/show_bug.cgi?id=331 and then manually readd all user-group relations via the admin frontend. Since our setup grew quite large until now I'm thinking about getting in pl/pgsql language to create a stored procedure which could be used to update the db. This wouldn't work on mysql however (which doesn't know stored procedures). Maybe one of the OTRS developers might give me a helping hand with that ;-) -- Regards, Wiktor Wodecki net mobile AG - 40470 Duesseldorf - Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783

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