January 2006 - 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 question
by Evgeniy 31 Jan '06

31 Jan '06

Hello all, Is it possible for template of client in OTRS - add some data fields for all clients, and search on these fields ? -- ---______________________________________________--- С уважением, Евгений With deference, Evgeniy

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CVS Version
by Окулов Виталий 30 Jan '06

30 Jan '06

Jut update my UTRS to latest CVS version & get 2 errors: 1 - /otrs/customer.pl?Action=CustomerPreferences an't use an undefined value as a HASH reference at ../..//Kernel/Output/HTML/Customer.pm line 81. 2 - /otrs/public.pl?Action=PublicFAQ an't locate Kernel/System/FAQ.pm in @INC (@INC contains: ../../ /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /etc/perl /usr/lib/perl5/site_perl/5.8.7/i686-linux /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.6/i686-linux /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.7/i686-linux /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.7/i686-linux /usr/lib/perl5/5.8.7 /usr/local/lib/site_perl . /opt/otrs/bin/cgi-bin/../.. /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at ../..//Kernel/Modules/PublicFAQ.pm line 15, <PRODUCT> line 2. BEGIN failed--compilation aborted at ../..//Kernel/Modules/PublicFAQ.pm line 15, <PRODUCT> line 2. Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.7 OS: linux Time: Mon Jan 30 17:22:01 2006 Message: [Mon Jan 30 17:22:01 2006] public.pl: Can't locate Kernel/System/FAQ.pm in @INC (@INC contains: ../../ /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib /opt/otrs/bin/cgi-bin/../.. /etc/perl /usr/lib/perl5/site_perl/5.8.7/i686-linux /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.6/i686-linux /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.7/i686-linux /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.7/i686-linux /usr/lib/perl5/5.8.7 /usr/local/lib/site_perl . /opt/otrs/bin/cgi-bin/../.. /opt/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at ../..//Kernel/Modules/PublicFAQ.pm line 15, <PRODUCT> line 2. [Mon Jan 30 17:22:01 2006] public.pl: BEGIN failed--compilation aborted at ../..//Kernel/Modules/PublicFAQ.pm line 15, <PRODUCT> line 2. Traceback (17990): Module: Kernel::System::Web::InterfacePublic::Run (v1.3) Line: 200 Module: /opt/otrs/bin/cgi-bin/public.pl (v1.1) Line: 51 How I can fix this errors?

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PGP.pm and multiple UIDs
by Bertagaz 27 Jan '06

27 Jan '06

Hi, We are running OTRS on sos.indymedia.org with a simple PGP config: a single gpg key with one UID per queue. This way its quite simpler to run and maintain than having a key for each queue. But looks like PGP.pm isn't able to find and print the correct UID, so here's a little patch for that, against the last CVS version og PGP.pm I've also feed a bug for that, #1080 Bert. ---- --- PGP.pm_orig 2006-01-27 14:48:53.532901032 +0100 +++ /usr/share/otrs/Kernel/System/Crypt/PGP.pm 2006-01-27 16:29:27.253688560 +0100 @@ -353,7 +353,7 @@ $Key{Created} .= $4; $Key{Identifier} .= $5; } - if ($InKey && $Line =~ /^uid\s+(.*)/) { + if ($InKey && $Line =~ /^uid\s+(.*)\<$Search\>/) { $Key{Identifier} .= ', '.$1; } if ($InKey && $Line =~ /^(ssb)\s(.+?)\/(.+?)\s(.+?)\s/) { @@ -408,7 +408,7 @@ $Key{Created} .= $4; $Key{Identifier} .= $5; } - if ($InKey && $Line =~ /^uid\s+(.*)/) { + if ($InKey && $Line =~ /^uid\s+(.*)\<$Search\>/) { $Key{Identifier} .= ', '.$1; } if ($InKey && $Line =~ /\[expires:\s(.+?)\]/) {

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error OTRS-CGI-10 Need ID or Name!
by Michele Siudak 24 Jan '06

24 Jan '06

Hello, We started receiving this error message. error OTRS-CGI-10 Need ID or Name! Email notifications are not being received either. Do you know of a resolution to this? We are using OTRS 1.3. Thanks! Michele Siudak Network Administrator Coleman Professional Services USA 330-676-6862 -------------------------------------------------------- POTENTIAL CONFIDENTIAL INFORMATION ENCLOSED This information and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the sender and delete and destroy this message and its attachments. All health information MUST be protected. Any protected health information (PHI) enclosed is protected by Federal confidentiality rules (42 CFR Part 2) and/or Ohio law (O.R.C. 5122.31; O.A.C. 5122-27-09). The Federal rules and Ohio law prohibit you from making any further disclosure of this information unless further disclosure is expressly permitted by the written consent of the person to whom it pertains or is otherwise permitted by 42 CFR Part 2 and applicable Ohio law. A general authorization for the release of medical or other information is not sufficient for this purpose. The Federal rules restrict any use of the information to criminally investigate or prosecute any alcohol or drug abuse patient.

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LDAP authentification
by Stephan Bechstedt 23 Jan '06

23 Jan '06

Hi, we are using the LDAP backand with MS ActiveDirectory which uses the charset utf-8. Our MySQL version is unfortunately 4.0.15 and we can't update so we have to use iso-8859-1 as default charset. Now we experience problems while trying to log in with usernames containing special chars. This happens, because usernames are NOT convertet to the right charset when querying the LDAP database. Neither Kernel::System::CustomerAuth::LDAP::Auth() nor Kernel::System::CustomerUser::LDAP::CustomerUserDataGet() does any convertion. Why aren't $Param{CustomerID} and $Param{User} _Convert(ed)To() the LDAP charset in Kernel::System::CustomerUser::LDAP::CustomerUserDataGet()? In Kernel::System::CustomerAuth::LDAP::Auth() I fixed the problem temporarily adding the line Encode::from_to($Filter, 'iso-8859-1', 'utf-8'); after preparing the $Filter. This should probably be replaced by Kernel::System::Encode. My configuration: $Self->{CustomerUser1} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { ... SourceCharset => 'utf-8', DestCharset => 'iso-8859-1', }, ... }; $Self->{'DefaultCharset'} = 'iso-8859-1';

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Community
by Florent Guiliani 19 Jan '06

19 Jan '06

Hi contributors, Is there any dev community with OTRS? This list is empty. It seem's like nobody but OTRS GmbH is working on OTRS. Florent,

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Login screen default language
by Stephan Bechstedt 18 Jan '06

18 Jan '06

Hi, I would suggest some small changes in the files Kernel/System/Web/InterfaceAgent.pm, Kernel/System/Web/InterfaceCustomer.pm and Kernel/System/Web/InterfacePublic.pm. The default language for the interfaces is allways 'en'. I think line (in all three files) ~120 Lang => '', should look like Lang => $Self->{ConfigObject}->Get('DefaultLanguage') || '', Nothing worldshaking, but our customers and agents complained about it. Stephan

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Sirios
by Alex Mihicinac 18 Jan '06

18 Jan '06

Hi all, how come Sirios was removed from E-CoAT meeting agenda? I was hopeing to hear and see about it. :-/ Best regards, Alex

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RE: [dev] Stoping of Ticket age when status is closed
by Davis, Gary H 18 Jan '06

18 Jan '06

Can you share that script? I have seen many request for that type of function. Gary Davis PSIC Lab Manager -----Original Message----- From: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] On Behalf Of Felix Lenz Sent: Wednesday, January 11, 2006 7:24 AM To: Development community of OTRS.org Subject: Re: [dev] Stoping of Ticket age when status is closed Hi Veena, i've scripted something, to get a Ticket "Runtime". It shows the ticket-age during the working-time (you can change them in "SysConfig"), accept the "pending"-states. And this runtime stops, when the ticket-state was set to a "close"-state. But it only will work if your ticket doesn't reopen, when a a customer sendy an follow-up, when the ticket have already been closed. For a followup must be open a new ticket. Is this something you would need? Regards Felix Lenz >Hi Veena, > >vee na schrieb: > > >>One of my clients wants me to stop the aging process of a ticket when >>it is closed. Can any body of you point me to the code where I can >>modify to get the requirement fulfilled. >> >>Any inputs regarding the matter will be a welcome. >> >> > >Per default the age of a ticket is now()-create_time(). > >Done in Kernel/System/Ticket.pm -> TicketGet() and >Kernel/System/Ticket/Article.pm -> ArticleGet(). > >You need to look there to change it. > > > >>Regards: >>Veena. A >> >> > > 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

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