July 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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text area wrap - Problem / Feedback
by Martin Edenhofer 29 Aug '05

29 Aug '05

Hi, I want to discuss the text area wrap for mac, linux and win users (http://bugs.otrs.org/show_bug.cgi?id=526) We implemented this patch for OTRS 2.0 beta1. But we forgot to remove the "wrap" from the .dtl files. :-/ We will change this and it would be fine if this could be tested in OTRS 2.0 beta2. Feedback on this list is really welcome. Thanks! Martin -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!

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Time Accounting Start/Stop Button
by Alexander Koch 12 Aug '05

12 Aug '05

Hello, is there an patch/module intended to give the agent an start and stop button to account the time which he/she is working on a ticket? I scripted a little JavaScript which do the job, but I always find some places where the form is submited in an onclick attribute, which itself generated in an .pm file. And so some changes to the code itself -- what I try to avoid -- would be necessary. The code changes became necessary, because I disable the input field to visual an runing timer. So I have to re-enable the input field before submiting the form. Or does anyone have another idea how to do this? Regards, Alex -- Alexander Koch, mailto: ak(a)ilk.net ILK Internet GmbH, Akademiestrasse 25 - 27, D-76133 Karlsruhe Tel: +49 (0) 721 9100 0, Fax: +49 (0) 721 9100 191 http://www.ilk.net

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Ticket search
by Simon A. F. Lund 31 Jul '05

31 Jul '05

Hello, I'm trying to write my own module in order to make a different queueview. I have a simple question to the function TicketSearch. I wan't to get all tickets from a customer should't this be correct: @ViewableTickets = $Self->{TicketObject}->TicketSearch( Result => 'ARRAY', Limit => 100, CustomerID => 'Customer A/S', StateIDs => [1,2,3,4,5,6,7,8,9], ); Thing is it doesn't work i can only get tickets out if i specify: CustomerUserID => 'loginname', CustomerID seems to have no effect. But i do not wish to do this since i have multiple logins for one customer and only specifying the user won't give me all tickets from that customer. regards, Simon

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Passing variables to *.pm files
by Mark Wallace 29 Jul '05

29 Jul '05

HI - I am having a problem getting variables from my html templates to the .pm files. For instance, I created a hidden input in AgentClose.dtl and I can't get the variable to show up in the AgentClose.pm file. I wrote a if statement that prints an error if the variable is there and nothing happens. When I change the if statement to check for a hidden input that is already in the dtl file, it throws the error. What am i missing???? I killed my session, and re logged in and nothing changes. Mark W.

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Anyone know where this is set? And why it isn't by default?
by Michael Peddemors 29 Jul '05

29 Jul '05

Only find this in one place.. Kernel/Config/Defaults.pm: $Self->{DefaultPreViewLines} = 18; Return-Path: <anonymous(a)wizard.ca> Received: (qmail 14192 invoked by uid 7839); 20 Jul 2005 05:45:08 -0000 Date: 20 Jul 2005 05:45:07 -0000 Message-ID: <20050720054507.14191.qmail(a)www2.wizard.ca> From: root(a)wizard.ca (Cron Daemon) To: root(a)localhost.wizard.ca Subject: Cron <otrs@www2> $HOME/bin/PendingJobs.pl >> /dev/null X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/home/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> ERROR: D%faultPreViewLines not defined! -- "Catch the Magic of Linux..." -------------------------------------------------------- Michael Peddemors - Senior Systems Developer LinuxAdministration - Internet Services NetworkServices - Programming - Security Wizard IT Services http://www.wizard.ca Linux Support Specialist - http://www.linuxmagic.com LinuxMagic is a Registered TradeMark of Wizard Tower TechnoServices Ltd. -------------------------------------------------------- (604)589-0037 Beautiful British Columbia, Canada This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to which they are addressed. If you have received this email in error please notify the system manager. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company.

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Fwd: [dev] Passing variables to *.pm files
by Mark Wallace 28 Jul '05

28 Jul '05

I am still encountering the problem that I have described below. I have bounced apache. Cleared all sessions, and still any new values that I add to the form do not get picked up... Help! I know it is something simple, I am just missing it. Thanks > > HI - > I am having a problem getting variables from my html templates to the > .pm files. For instance, I created a hidden input in AgentClose.dtl > and I can't get the variable to show up in the AgentClose.pm file. I > wrote a if statement that prints an error if the variable is there and > nothing happens. When I change the if statement to check for a hidden > input that is already in the dtl file, it throws the error. What am i > missing???? I killed my session, and re logged in and nothing changes. > > > Mark W._______________________________________________ > 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 Mark Wallace Building 258 / 232-27 650-604-2532

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changing subject layout of tickets
by Yourhosting.nl > Peter Langenkamp 22 Jul '05

22 Jul '05

We would like to know if it is possible to change the location of the text "[Ticket: ######]" which is added by OTRS to the subject of a new email ticket. We would like to have it added at the end of the subject, instead of the start of the subject to which it is added now. Does anyone know if and how this can be done? Sincerely, Peter Langenkamp FirstFind

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Admin Log feature request for v2.0
by Victor Rodriguez Cortes 20 Jul '05

20 Jul '05

Hello! I'm currently using v1.3.2, so maybe this has been already implemented. I would like to be able to select how many lines of the Admin Log are shown in "otrs/index.pl?Action=AdminLog", not just the last 5 or 6 lines. Ideally, it would be a selector with some values (i.e. 5, 20, 50, 100, all). I've tried to modify AdminLog.pm and AdminLog.dtl, but my perl knowledge is very limited and didn't succeed :( Can anyone help me to get this done? May this feature be included in OTRS v2.0? Thanks! --- Victor R. Rodriguez Departamento de Sistemas Valoraciones del Mediterraneo, S.A. ---

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email charsets again, Encode.pm
by Peter Gervai 18 Jul '05

18 Jul '05

Hello Again, I'm the guy who wants utf-8 interface and iso-8859-2 emails. :-P So, I dug into 2.0beta4 now (who says never say it's too late?) and I see Encode got a facelift. Still I believe it isn't what's planned, for me it looks misdesigned. I am attaching a _preliminary_ module to handle "any charsets". The internal working is simple: everything is handled as UTF-8 internally since it can handle everything, things get converted on entry and exit. Every input to the object has to be either utf-8 already (perl's internal), or being anything else, in which case object should be told what encoding is it in, apart from counting on the default. Object recodes it to utf8 and store it. Every output could be in any encoding, either utf-8 (in which case there is no recoding) or anything else, in which case internal utf-8 representation gets recoded. Coding errors are handled differently than OTRS does: 1) if nobody screws up anything (eg. the default encoding is the same as non-utf8 input encoding) nothing can go wrong :) 2) if input encoding was screwed output _will_ be generated without error messages in apache log :) using perlQQ encoding (which basically \x{NNNN} for every broken chars). This could be changed to HTML/XML-style encoding in the code if anyone likes it better (both looks ugly anyway) 3) check_get() could be used to check brokenness. The code doesn't contain anything for OTRS, no checking of Encode ability, no handling of fileio :utf8 handles, simply because I don't have the time. If Martin/OTRS guys find it useful, feel free to use it, incorporate it to Encode.pm or whatever. * * * Main reason is my old patch which uses EmailCharsetForced setting to create 8859-2 emails while using utf-8 interface. I still need it, and my universal encode object makes it pretty easy to drop unicode messages in and get 8859-2 (or whatever) out an email it. I don't think I'll have time to rewrite Encode.pm right now :( Peter -- Now using M2, Opera's e-mail client: http://www.opera.com/m2/

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