December 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

3 3

Use of uninitialized value in Kernel::System::Time
by Uwe Voelker 23 Dec '05

23 Dec '05

Hello, in Kernel::System::Time line 236 Perl issues a warning "Use of uninitialized value". It is this code snippet: # match mail time format elsif ($Param{String} =~ /((...),\s+|)(\d\d|\d)\s(...)\s(\d\d\d\d)\s(\d\d|\d):(\d\d|\d):(\d\d|\d)\s((\+|\-)(\d\d)(\d\d)|...)/) { my $DiffTime = 0; if ($10 eq '+') { # $DiffTime = $DiffTime - ($11 * 60 * 60); # $DiffTime = $DiffTime - ($12 * 60); } elsif ($10 eq '-') { # $DiffTime = $DiffTime + ($11 * 60 * 60); # $DiffTime = $DiffTime + ($12 * 60); } The warning is in the line with "if ($10 eq '+') {" because $10 is undef. What is the regexp supposed to match? Why is there a pipe symbol after "/((...),\s+" and before the ")"? Could this be the problem? Thanks, bye, Uwe

3 5

Merged Ticket
by Alexandre FOUREY 16 Dec '05

16 Dec '05

Hi, When I merge a ticket, original ticket take subject of merged ticket. Is it possible to change this option for Main tichet keep his subject. I look in TicketMerge sub (System/Ticket.pm) but I can't find where this action is made. Cordialement / Regards -- Alexandre FOUREY

1 1

Linux 4.0 install problems
by Frye, Bernie 11 Dec '05

11 Dec '05

I am running Linux RHEL 4.0, update 1 and can not get the install to work for otrs2.0.3 or 2.0.4. The error that I receive is that it can not write to Config.pm although the permissions are set to 777. I do not have this problem with RHEL3.0. Apache owns the webserver. Another interesting issue is that if RHEL4.0 is installed using the volume manager (LVM), the system can not seem to find files in /opt/otrs/scripts (the apache2-perl-startup.pl file for example). I overcame this problem by not using the vol manager and creating my own mount points. Has anyone else run into this problem? Do I need to revert back to RHEL3.0? I want to use MySQL version 4.1 (which RHEL4.0 installs 4.1.10a) but upgrading RHEL3.0 from 3.23.58 to 4.1 has been extremely painful and so far, without success. Bernie Frye CURRENT Technologies, LLC 20420 Century Blvd Germantown, Maryland 20874

1 0

Re: Spell Check
by Stephanie Rotter 07 Dec '05

07 Dec '05

The "Spell Check" link on the email and phone ticket pages is not running any spellcheck code and simply links to the root of the website. There is no error message because no code is being executed. (This is the same for the "Address Book", "Attachments", "FAQ", and "Customer" links on the same pages.) I looked into the Javascript on the page and determined that the Spell Check Javascript code is not getting called. Did I not install a Module properly? I am using otrs 2.x -----Original Message----- From: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] On Behalf Of dev-request(a)otrs.org Sent: Saturday, December 03, 2005 3:00 AM To: dev(a)otrs.org Subject: dev Digest, Vol 29, Issue 2 Send dev mailing list submissions to dev(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/dev or, via email, send a message with subject or body 'help' to dev-request(a)otrs.org You can reach the person managing the list at dev-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of dev digest..." Today's Topics: 1. Re: New ticket notification for Agents (Simon A. F. Lund) 2. Spell Check (Stephanie Rotter) 3. Re: Spell Check (Martin Edenhofer) ---------------------------------------------------------------------- Message: 1 Date: Fri, 02 Dec 2005 12:57:34 +0100 From: "Simon A. F. Lund" <lists(a)safl.dk> Subject: Re: [dev] New ticket notification for Agents To: "Development community of OTRS.org" <dev(a)otrs.org> Message-ID: <439036AE.9060605(a)safl.dk> Content-Type: text/plain; charset=ISO-8859-1; format=flowed Simon A. F. Lund wrote: > Martin Edenhofer wrote: > >> Hi Simon, >> >> Simon A. F. Lund wrote: >> >>> 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. >> >> >> >> This is done in Kernel/System/Ticket/Article.pm -> >> SendAgentNotification() >> >> :-) > > > Without knowing all that much, i think i wan't to write a new function > let's call it "GetSubscribedUserIDsByCustomerId" replacing > GetSubscribedUserIDsByQueueID. > This function should lookup agent <-> customer relation that i have > stored in an additional table, what is required is that i pass > sufficient information from within ArticleCreate (namely the customer > id and get all agents with relation to this customer). > > Is the customer name available in ArticleCreate? > I Found it, CustomerUserID can be retrieved from $Ticket{CustomerUserID}. >>> Regards, >>> Simon >> >> >> >> 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! >> _______________________________________________ >> 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 > > > > _______________________________________________ > 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 ------------------------------ Message: 2 Date: Fri, 2 Dec 2005 14:34:01 -0800 From: "Stephanie Rotter" <srotter(a)cloudsystems.com> Subject: [dev] Spell Check To: <dev(a)otrs.org> Message-ID: <000001c5f790$7ef16df0$7701a8c0@speedie> Content-Type: text/plain; charset="us-ascii" Has anyone gotten the "Spell Check" link on the AgentTicketEmail page to work? I've tried installing aspell (I would love hints on how to successfully do this as well), but the AgentTicketEmail page still isn't hooking into it. I've also noticed that the "Address Book", "Attachments", "Customer Link", and "FAQ Link" links on this same page are also non-functioning. None of them work on the otrs demo either, so I can't see how they should behave. Thanks for your help.

1 0

inital_insert.sql and Oracle
by Florent Guiliani 07 Dec '05

07 Dec '05

Hi all, I'm trying to install OTRS (cvs from today) with Oracle. The script initial_insert.sql is invalid with Oracle The instruction: INSERT INTO valid (name, create_by, create_time, change_by, change_time) VALUES ('valid', 1, current_timestamp, 1, current_timestamp); give an error: 14:20:58 ('valid', 1, current_timestamp, 1, current_timestamp); 14:20:58 * 14:20:58 ORA-00984: column not allowed here current_timestamp doesn't exist, Oracle use instead sysdate. Starting from 2.0.4 who is not Oracle compatible, I'm using cvs and again the installation failed. I think that I will have much problems with OTRS and Oracle... It seems like Oracle is not used with OTRS and I should go with another database engine. What do you think about it? Florent,

2 8

Oracle script
by Florent Guiliani 05 Dec '05

05 Dec '05

Hi all, I'm tryng to install OTRS 2.0.4-01 with Oracle 8.1.7.4. The script otrs-schema.oracle.sql failed on : CREATE SEQUENCE standard_response_attachment_seq; with the error: ORA-00972: identifier is too long On Oracle identifer are limited to 30 char so who is wrong? Florent,

2 1

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

2 4

Spell Check
by Stephanie Rotter 03 Dec '05

03 Dec '05

Has anyone gotten the "Spell Check" link on the AgentTicketEmail page to work? I've tried installing aspell (I would love hints on how to successfully do this as well), but the AgentTicketEmail page still isn't hooking into it. I've also noticed that the "Address Book", "Attachments", "Customer Link", and "FAQ Link" links on this same page are also non-functioning. None of them work on the otrs demo either, so I can't see how they should behave. Thanks for your help.

2 1