September 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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feed OTRS with XML
by Volker Maibaum 04 Oct '05

04 Oct '05

Hello, is there already a way to add, close,... Tickets with XML? e.g. --------- <Ticket> <Action>Create</Action> <Subject>MySubject</Subject> <QueueID>2</QueueID> <StateID>5</StateID> ... </Ticket> <Ticket> <Action>Close</Action> <id>12344543</id> <Subject>my Note!</Subject> <Body>bla bla!</Body> ... </Ticket> <Ticket> <Action>AddNote</Action> <id>122344543</id> <Subject>close it!</Subject> <Body>bla bla!</Body> ... </Ticket> Now start some magic Perl Script (something like GenericAgent) to process the contents of the XML-File. -------- I'm thinking of writing a script that does this, if there is not already such thing. I noticed that the API changed a lot from 1.2 to 2.0. Will the API again experience similar major changes in Version 3.0. regards, Volker

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Found difficult to install OTRS on FC1 server
by jeff Lam 30 Sep '05

30 Sep '05

First the installation guide on the website in HTML version looks different from the PDF downloadable manual. For example, the HTML version instructs to extract the tar file first, then create user, and install Perl CPAN modules. However, the PDF manual installs CPAN modules first, then add user, and extract the tar file. Another example, the HTML shows a list of CPAN modules need to be installed. However, the PDF manual only shows a few of them. So which one should I follow? Another question: I was told using RPM would be much easier. I did try and then screwed up the web server. After I unpack the rpm file, I tried to restart the apache web server. However, I got a bunch of error and the server just stopped and did not like to start again. I contacted my hosting company and they said I changed something in the httpd.conf so the apache did not run properly. Finally I just restore a backup of the whole server and need to start over again. Finally, the step 6 of the PDF manual says follow README.webserver for configuration. However, the instructions in the readme file apply to SUSE and I do not know which part I should start following for FC1 server. Any help? Please do not mind that I must have a bunch of other questions coming up. Thanks, Jeff --------------------------------- Yahoo! for Good Click here to donate to the Hurricane Katrina relief effort.

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CPAN modules installation problems
by jeff Lam 29 Sep '05

29 Sep '05

Hi, By following the online installation steps, I used install MIME::Base64 then I got: /bin/sh: line1: gcc: command not found make: *** [Base64.o] Error 127 /usr/bin/make -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible Actually, I got the same Make error when installing DBI, DBD::mysql and some other modules. What is wrong? I am using a Fedora 1 operating system on the eApps hosting company and I use Putty SSH to access the server. Please help. Jeff --------------------------------- Yahoo! for Good Click here to donate to the Hurricane Katrina relief effort.

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[Need Help] Customize Ticket Number
by APPANAH Ravi 29 Sep '05

29 Sep '05

Hi !!! I successfully install otrs 2.0.2 version... I try to create my own ticket with this format : <TicketFreeTextField2>-<DDMMYY>-<AutoIncrementNumber> ie WEB-290905-003 I create a new module called Df.pm in /app/otrs/Kernel/System/Ticket/Number/Df.pm and modify the Kernel/Config.pm file : $self->{'Ticket::NumberGenerator'} = 'Kernel::System::Ticket::Number::Df'; How can I get the value of "TicketFreeTextField2" in the module Df.pm ? Thanks in advance. Regards, Ravi APPANAH -- Ravi APPANAH Chef de Service Exploitation - Ingénieur Sécurité --------------------------------------------------------------------------------------- La Documentation Française Sous Direction Administration Département des Systèmes Informatiques (DSI/Service Exploitation) 124 Rue Henri Barbusse 93308 Aubervilliers Tel : +33 1 40 15 68 47 / +33 6 64 40 24 79 http://www.ladocumentationfrancaise.fr GPG/PGP Id: 0xF8322F8C -- Kfp: F079 EDDD 4A02 0D3F E4BD 3051 35CC A14F F832 2F8C ---------------------------------------------------------------------------------------

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Installation problem
by jeff Lam 27 Sep '05

27 Sep '05

Hi, I am trying to install OTRS on a Fedora 1 server with Apache 2. When I added user (useradd -d /opt/otrs/ -c 'OTRS user' otrs), it worked fine. When I added this user to a group (usermod -G nogroup otrs), it prompted unknown group nogroup. Then I opened the httpd.conf file and found the user and group were both "apache" so I added the otrs user to apache group and it seemed fine. Did I do it right? Then I went to /opt/otrs/bin directory, I saw SetPermissions.sh command or file when I ls. However, when I typed SetPermissions.sh /opt/otrs otrs otrs it showed -bash: SetPermissions.sh: command not found. I am sure I typed them all correctly with all the right letter case. What should I do? Please help soon. Jeff --------------------------------- Yahoo! for Good Click here to donate to the Hurricane Katrina relief effort.

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modifying selected item in Ticket tree
by Alex Mihicinac 27 Sep '05

27 Sep '05

Hi all, can someone tell where I need to look if I want to change look of selected article in ticket tree (TicketZoom)? My colleagues says, that it's not easy to find, which one is selected (if tree has more articles). I found out, that <b> and <i> is used for marking selected item and not css - where are those two tags added to a string? TIA, --alexm

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calendar & ticket linking
by Mark Nernberg 26 Sep '05

26 Sep '05

We use OTRS for scheduling our technicians, among other things. How about some way to link appointments to tickets? i.e. a "schedule this" button in the ticket zoom options, which would bring up the calendar application and allow the technician to enter any required notes (such as directions/etc), but that links the appointment to the ticket. Then a note (system note) could be inserted into the ticket history to the effect of "Scheduled by TECHNICIAN on DATE @ TIME" While OTRS is a great program and we swear by it, better integration of the calendar and email functions would be more than just a little useful. While I am not a programmer, I would be willing to help someone working on such a project. [I have also suggested the idea of integrating the webmail client such that an incoming email can be "turned into" a ticket request, as have a few others]. -- Mark J. Nernberg Director of Technology (412)478-6262 http://www.downtownhelpdesk.com/ Customer Support: support(a)downtownhelpdesk.com Have you tried our on-demand remote support services? Downtown Help Desk and 1-Fast Computer Service, providing quality technology solutions to the small business since 2003.

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using OTRS with mailing lists
by Justin Swanhart 23 Sep '05

23 Sep '05

I want to use OTRS as an internal ticket tracking system. We use mailing lists internally that I want to generate tickets on. The problem is, replies can be sent to the list. I would like these replies to be appended to the OTRS ticket automatically.. Is this something that OTRS would do? If not, what level of effort would be required to modify it to support these requirements? -- Justin Swanhart Yahoo! Platform Engineering w: (408)349-3585 c: (480)213-7965 yim: jswanhart

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NewEmail Ticket Bug?
by Alex Mihicinac 23 Sep '05

23 Sep '05

Hi all, is that a feature - if you create new ticket by clicking on "Email-Ticket", the generated Article/Email gets "Re:" in Subject automaticaly? I think "Re:" should apears only when replying to someone, not when you create new mail. Can someone explain that? TIA, --alexm

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