April 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/

2 1

feature request - MAIL ATTACHMENTS (more than one)
by Sven 28 May '04

28 May '04

hi there, a useful feature would be to write a mail with more than one attachment. it would be nice at any choices were i can write a mail, like answers, new mail to customer, costomer to agent, etc. my experence about the big modular framework at otrs are to small, and i'm not really a perl coder to get this idea working. i think a small javascript could be the solution, that counts the currently attached files and on click to a little link after the input field, it will reload the current page (mail-form) with ANOTHER input field and browser botton after the current requested attachments. so, when you mean this request is places wrong in this list, please inform me. thx and best regards, sven

2 1

Fwd: Changing customers table
by Deccico Adrian 28 May '04

28 May '04

Hi, I need to integrate another web system with OTRS using only one login. The first system is in one Linux server and the Otrs in a Windows 2000 Advanced Server. The idea is the users starts in the first system and then use OTRS with the same login, I think in pass the login variables in the URL whe I call OTRS, but I need to authenticate OTRS with the Mysql tables of the first system. My question is: I can do that in a easy way? How? thank you for your time and your answers best regards Adrián -- NEU : GMX Internet.FreeDSL Ab sofort DSL-Tarif ohne Grundgebühr: http://www.gmx.net/info

4 8

Bug in Windows Installer
by Tyler Hepworth 08 May '04

08 May '04

There is a bug in the Windows Installer Version of OTRS. If I deselect "Mercury Mail Server" so that it is not installed, later during the file copy I get the following warning: "Serious Error. Could not locate nor create 'c:\otrs\mercury mail\mail.ini'". (Or whatever the name of the ini files, I don't exactly remember). I hit ignore and the rest of the install goes fine. Thanks, Tyler

2 1

Customer DB
by Adrián Deccico 29 Apr '04

29 Apr '04

Hi, I have Otrs in a web server and I am trying to unify the customer login with other mysql table in other web server For this purpose I put this code in the config.pm file # CustomerUser # (customer user database backend and settings) $Self->{CustomerUser} = { Name => 'Database Backend', Module => 'Kernel::System::CustomerUser::DB', Params => { # if you want to use an external database, add the # required settings # DSN => 'DBI:odbc:yourdsn', DSN => 'DBI:mysql:database=sysmaster;host=64.251.0.235', User => 'otrs', Password => '****', Table => 'customer_user', }, and create the tables customer_user customer_preferences group_customer_user But when I want lo login as a customer, the OTRS says Panic! No UserData!!! My question is if I need to copy all the OTRS tables to the customer location or I only need few more tables. Best regards Adrián

1 0

Free Fields in AgentPhone and AgentEmail in 1.2.x branch
by Yann RICHARD 28 Apr '04

28 Apr '04

Hi all, I currently use 1.2.3 with some change: To close BUG 198 I use Kernel/System/CustomerUser/LDAP.pm 1.20 To have Free Fields in Customer new ticket form (CustomerMessage) I use Kernel/Output/HTML/Standard/CustomerMessageNew.dtl v1.10 and Kernel/Modules/CustomerMessage.pm to revision 1.27. (This tips have been given in a thread on otrs(a)otrs.org mailling list) This tips cause a bug when customer try to create ticket via web interface (http://lists.otrs.org/pipermail/otrs/2004-April/004717.html) At the momment I have found no solution to this. To help developpers this is the trace in apache error log: ERROR: OTRS-CGI-CRI-954 Perl: 5.8.0 OS: linux Time: Mon Apr 26 15:43:00 2004, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage , referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Message: Need ID or Name!, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage , referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Traceback (26587): , referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Module: Kernel::System::State::StateGet (v1.7) Line: 81, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Module: Kernel::System::Ticket::CreateTicketDB (v1.70) Line: 227, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Module: Kernel::Modules::CustomerMessage::Run (v1.27) Line: 274, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Module: /applis/Internet/otrs-cvs/bin/cgi-bin/customer.pl (v1.24) Line: 691, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage , referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage ERROR: OTRS-CGI-CRI-954 Perl: 5.8.0 OS: linux Time: Mon Apr 26 15:43:00 2004, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage , referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Message: No StateID!!!, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage , referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Traceback (26587): , referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Module: Kernel::System::Ticket::CreateTicketDB (v1.70) Line: 235, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Module: Kernel::Modules::CustomerMessage::Run (v1.27) Line: 274, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Module: /applis/Internet/otrs-cvs/bin/cgi-bin/customer.pl (v1.24) Line: 691, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage , referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage ERROR: OTRS-CGI-CRI-954 Perl: 5.8.0 OS: linux Time: Mon Apr 26 15:43:00 2004, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage , referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Message: Need TicketID!, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage , referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Traceback (26587): , referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Module: Kernel::System::Ticket::Article::CreateArticle (v1.52) Line: 41, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Module: Kernel::Modules::CustomerMessage::Run (v1.27) Line: 288, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage Module: /applis/Internet/otrs-cvs/bin/cgi-bin/customer.pl (v1.24) Line: 691, referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage , referer: http://myserver/otrs-cvs/customer.pl?Action=CustomerMessage In addition I would like to have free fields on AgentPhone and AgentEmail. Is there a little hack to have complete free fields support or I must use CVS HEAD to have this ? Yann -- o--------------------------------------------------------------o | Yann Richard | | GPG FingerPrint: | .oO| A2F4 1EFB 66B6 65F8 1093 E11A 3E0A 9DF6 72E7 DE9E | `--------------------------------------------------------------o

2 3

Patch: Configure Syslog-Facility
by Joerg Friedrich 26 Apr '04

26 Apr '04

Hi! just a small hack to configure the Syslog-Facility in Config.pm feel free to improve it. --- Kernel/System/Log/SysLog.pm.orig 2004-04-23 09:46:22.000000000 +0200 +++ Kernel/System/Log/SysLog.pm 2004-04-23 10:02:07.000000000 +0200 @@ -27,6 +27,9 @@ my $Self = {}; bless ($Self, $Type); + $Self->{SysLogFacility} = $Param{ConfigObject}->Get('LogModule::SysLog::Facility') + || 'user'; + return $Self; } # -- @@ -37,7 +40,7 @@ # start syslog connect # -- setlogsock('unix'); - openlog($Param{LogPrefix}, 'cons,pid', 'user'); + openlog($Param{LogPrefix}, 'cons,pid', $Self->{SysLogFacility}); if ($Param{Priority} =~ /debug/i) { syslog('debug', "[Debug][$Param{Module}][$Param{Line}] $Param{Message}"); -- Jörg Friedrich

2 3

my OTRS Patches/Changes - how to submit
by Stefan Bedorf 26 Apr '04

26 Apr '04

Hi OTRS developers. At our company we are using an OTRS-Version which i patched quite a bit in order to adapt it to our work flow and to make our agent's life easier. I would now like to submit a bunch of patches which are not strictly specific to our support (including a functionality to move articles across cases and a 'virtual queue' extension to filter a number of queues by state). This way i want to say thank you for a great tool which is still getting better and through my patches i hope i can to add to it. Since this is not just one or two simple patch(es), i don't know if sending all the patches (and explaining them a bit) through this list would be appropriate. Martin or Robert, maybe one of you could tell me the best way of providing you with my stuff. Regards Stefan Bedorf

3 2

OTRS Developer's guide updated!
by Martin Edenhofer 26 Apr '04

26 Apr '04

Hi, I'm not sure if I already posted it on the list. The "Developer's guide" is updated. Developer's guide ================= http://doc.otrs.org/cvs/en/html/dev.html OTRS Framework ============== http://doc.otrs.org/cvs/en/html/dev-fw.html Developer's guide - Writing OTRS Modules ======================================== http://doc.otrs.org/cvs/en/html/dev-custom-modules.html Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

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