November 2005 - dev - OTRS mailing lists

Feature request: response template -> next ticket state
by Sascha.Rommelfangen＠ses-astra.com 17 Jan '11

17 Jan '11

Hi, I have a suggestion for OTRS, probably someone wants to implement this: When creating a response template (Admin Area -> Responses; AdminResponse.pm), it would be nice to have the possibility to define the next ticket state. For example: I have a 'CloseWithStateExplanation' template, and often people forget to change the next ticket state. The result is a nice explanation about the state ('closed'), but the state is of course still 'open'. Best regards, Sascha Rommelfangen

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Feature Request: attach files from server
by Markus Plessing 05 Dec '05

05 Dec '05

Hello *, we're using OTRS 2.0.1 and we encountered problems in handling the attachments needed for submission. At the moment there is a document structure located at our fileserver giving access to the currently released documents we want to provide to our customers via email or print. These documents have to be downloaded to the local file system to add them as attachments to our email- tickets. There are issues of always attaching the up-to-date documents and so on. Now the feature request is, to give OTRS access to the pool of uploaded files ( already accessible to be used with email- templates, though ) through the AgentTicketCompose-Interface and the possibility to attach these files to the email. If any feature containing the describe options already exists, please provide me further information :-) Thanks and regards, mplessing -- -------------------------------------------------------- EMS Dr. Thomas Wuensche Sonnenhang 3 85304 Ilmmuenster, Germany Phone: +49-8441-490260 Fax: +49-8441-81860 email: plessing(a)ems-wuensche.com Web http://www.ems-wuensche.com (.de) --------------------------------------------------------

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New ticket notification for Agents
by Simon A. F. Lund 03 Dec '05

03 Dec '05

Hello! I would like to modify the way "New Ticket notification" for agents work. Adding some additional conditions as to whom the notification is send, by doing some additional mysql queries. I can't seem to find any documention on how this works. Can you please point me in the right direction as to how notification is implemented? Which modules etc. etc. Regards, Simon

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Create my own variables in answers?
by Dimitri Lichtenberg 17 Nov '05

17 Nov '05

Hi OTRS community, i'm searching for a possibility to implement my own X-Headers (in this case: TicketKey & TicketValue) into the text answers. The idea is to generate a dynamic link inside the answer, because i'm using the same answer for many different queues. We are doing support for 3 of our online stores and the answers for the stores are all identical, only the link inside the answer is sometimes different. We don't want to set up 3 answers with the identical content but to use one answer for all shops with an individual link in it. I have managed to set up the TicketKey & TicketValue variable in the filter section (for each shop pop3 account) and they are also showing on the right side of the information section inside the que view. But unfortunately i could not manage to implement them into the answers. I tried it like this: <OTRS_TICKET_TicketValue1>, but this seems to be wrong. Is it possible to use my own variables (setted up through the filter) inside the answers? Can somebody help me with this problem? Thanks a lot Dimitri

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Improve PostMasterPOP3
by Kai 17 Nov '05

17 Nov '05

Hello, I'm planning to improve the PostMasterPOP3. The goal is to receive messages by not deleting them on the server. To achieve this I need to store the message UIDs of all received messages. So my question is how to store(and restore) these IDs in the otrs DB. How can I use the internal OTRS functions? Where should I create the table? With best regards, Kai-Uwe Gaertner

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Generic.pm-patch for substring-matching
by Manfred Dohmen 16 Nov '05

16 Nov '05

Hello, I see that "new templates without logic" are planned for 3.0. We now use the described functionality for adding hyperlinks to tickets depending on freekey values we set with a script that creates them. We differentiate various ticket types with this procedure. These types require links to different external web forms (from the view of otrs). How would you advise to handle this in the future? Regards MD ______________________________________________________________ Verschicken Sie romantische, coole und witzige Bilder per SMS! Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193

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FW: Added Field to customer_user
by Keith Turner 15 Nov '05

15 Nov '05

Hi, I posted a version of this to the OTRS maillist last week, but received no response. I just subscribed and I'm hoping to do better here. We're in the pre-roll out customization phase and I'm interested in any comments as to what we've done, and some help identifying where to go from here. We wanted to add a company field (and later may add more) to the customer log in create new account. We are also going to add a telephone field. Here's what we did: To add a "company" field to customer_user and capture to DB on new account: 1) Add field to otrs mysql table (ALTER TABLE statement, nulls allowed as data already in table) - also changed the corresponding XML file. 2) add form input create account for CustomerLogin.dtl 3) moved $Self->{CustomerUser}{...} block from defaults.pm to config.pm to customize. 4) in $Self->{CustomerUser}{...} block in config.pm added to map array the company field array (copied and adapted Email item), NOTE: to make this work, we needed to have the "required" element set as "0" not "1" (Item 5 in array). Possibly this is because there was pre-existing data or that the db column allows NULLS. Testing showed that the data entered the DB if 0 but not when 1. So we are capturing it. Here's where we want to go: Have the Company data show up in the right sidebar information in the Agents ticket view - we found the output file AgentTicketQueueTicketView.dtl, but are having some trouble finding where the data set used here populates. We went into the Ticket.pm file and found the SQL statement in the TicketGet, and added and tested a new item "CustomerCompany" that is returned in the dataset as $Row[40]. But this doesn't seem to be what populates the dataset used in the dtl file. We're total PERL tyro's, or at least I am (but have some experience with other languages), so any help here will be greatly appreciated, and allow us to understand how to make further customizations. Future customizations include adding to preferences the ability for a customer to edit email address, company and phone number (but not customer ID), and to display Telephone and Company on all agent's ticket view pages. The $64,000 question is, where do we populate the ticket object dataset, what SQL is used, and can we add a simple text field to the ticket object? It's not the greatest Database Management technique, but perhaps when a ticket is created we can use the customer objects' Customer data to populate a Freetext field? Actually, I'd settle for a brief explanation of how the DB is read. We figured out how to add to it. Appreciatively, Keith

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CVS: 2.0 branch!
by Martin Edenhofer 12 Nov '05

12 Nov '05

Hi, after the pretty successful start of OTRS 2.0 (that means also over 28.500 downloads right now) we want to say thank you to all! :-) Today we created a cvs branch for OTRS 2.0. That means this branch will have all future bug fixes for OTRS 2.0.x (just bug fixes no new features). So the cvs (HEAD) is ready for new features (testing system, improved package manager, xml api to other ticket systems, ... - for all see the TODO file). To checkout the 2.0 branch use: =============================== "cvs -z3 -d :pserver:<user>@cvs.otrs.org:/home/cvs co -r rel-2_0 otrs" To checkout the cvs HEAD use: ============================= "cvs -z3 -d :pserver:<user>@cvs.otrs.org:/home/cvs co otrs" Thanks, happy coding! .-) -Martin -- ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 1862 760 :: Fax: +49 (0) 9421 1862 769 http://www.otrs.com/ :: Communication with success!

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Generic.pm-patch for substring-matching
by Manfred Dohmen 12 Nov '05

12 Nov '05

Hello, I've created a little patch in order to be able to test against substrings of entries in $Data within dtl-templates. Now I can do things like: <dtl if ($Data{"TicketFreeKey1"}[1,3] eq "234") { $Data{"MyString"} = "..."; }> AND <dtl if ($Data{"TicketFreeKey1"}[3] eq "123") { $Data{"MyString"} = "..."; }> Perhaps this could be useful for someone else, too. Regards MD This was diffed against 2.0.3-01. Index: Generic.pm =================================================================== --- Generic.pm (Revision 4) +++ Generic.pm (Arbeitskopie) @@ -582,16 +582,25 @@ # do template if dynamic # -- $Line =~ s{ - <dtl\Wif\W$\$(Env|Data|Text|Config)\{\"(.*)\"\}\W(eq|ne|=~|!~)\W\"(.*)\"$\ W\{\W\$(Data|Env|Text)\{\"(.*)\"\}\W=\W\"(.*)\";\W\}> + <dtl\Wif\W$\$(Env|Data|Text|Config)\{\"(.*)\"\}(.*)\W(eq|ne|=~|!~)\W\"(.*)\ "$\W\{\W\$(Data|Env|Text)\{\"(.*)\"\}\W=\W\"(.*)\";\W\}> } { my $Type = $1 || ''; my $TypeKey = $2 || ''; - my $Con = $3 || ''; - my $ConVal = defined $4 ? $4 : ''; - my $IsType = $5 || ''; - my $IsKey = $6 || ''; - my $IsValue = $7 || ''; + my $KeyLength = $3 || ''; + my $Con = $4 || ''; + my $ConVal = defined $5 ? $5 : ''; + my $IsType = $6 || ''; + my $IsKey = $7 || ''; + my $IsValue = $8 || ''; + + my $KeyStart = 0; + $KeyLength =~ s/[\[\]]//g; + if ($KeyLength =~ /(\d*),(\d*)/) { + $KeyLength = $2; + $KeyStart = $1; + } + # -- # do ne actions # -- @@ -608,6 +617,7 @@ if (!defined($Tmp)) { $Tmp = ''; } + if ($KeyLength ne '') { $Tmp = substr($Tmp, $KeyStart, $KeyLength); } if (eval '($Tmp '.$Con.' $ConVal)') { $GlobalRef->{$IsType.'Ref'}->{$IsKey} = $IsValue; # output replace with nothing!

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merge as bulk function?
by Alex Mihicinac 10 Nov '05

10 Nov '05

Hi all, is it possible to use bulk action for merging tickets? If not - might be good idea to put it on wish list. :-) Best regards, --alexm

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