January 2006 - dev - OTRS mailing lists

Feature question
by Florent Guiliani 11 Jan '06

11 Jan '06

Hi all, Is it possible to search for any ticket who have been closed in a laps of time? Another question: Is is possible to see all tickets locked on a given user ? -- <http://www.perinfo.com> * Florent GUILIANI - Développement Système* 41, avenue Jean Jaurès - 67100 STRASBOURG /Tel :/ 03.88.44.96.00 /- Fax :/ 03.88.44.96.29 /E-mail :/ fguiliani(a)perinfo.com <mailto:fguiliani@perinfo.com> /Site Web :/ http://www.perinfo.com

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Stoping of Ticket age when status is closed
by vee na 11 Jan '06

11 Jan '06

Hello Everbody, 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. Regards: Veena. A Send instant messages to your online friends http://in.messenger.yahoo.com

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Re: [otrs] No Permission!
by Florent Guiliani 10 Jan '06

10 Jan '06

Florent Guiliani a écrit : > All was working right but I don't know wky, from a couple a hours it's > don't work anymore :( In adittion I've got errors from $HOME/bin/UnlockTickets.pl in crontabs. The errors seems to come from "ticket_state_id". I remember changing some parameters with SysConfig in Core::Ticket and the problem appears juste after an aborted saving (error cannot write parameters or something like) DBD::Pg::st execute failed: ERROR: parser: parse error at or near ")" at character 219 at /home/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-UnlockTickets-10 Perl: 5.8.0 OS: linux Time: Tue Jan 10 12:35:01 2006 Message: ERROR: parser: parse error at or near ")" at character 219, SQL: 'SELECT st.tn, st.ticket_answered, st.id, st.timeout, sq.unlock_timeout FROM ticket st, queue sq WHERE st.queue_id = sq.id AND st.ticket_answered != 1 AND sq.unlock_timeout != 0 AND st.ticket_state_id IN ( ) AND st.ticket_lock_id NOT IN ( 1, 3 ) ' Traceback (23163): Module: /home/otrs/bin/UnlockTickets.pl (v1.19) Line: 127 DBD::Pg::st fetchrow_array failed: no statement executing at /home/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. > > >> Thank you, >> >> Michael W. Belz >> Jr. Systems Administrator, Sky River Management >> (702) 336-9418 >> AIM: SimbaSRM >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of >> Florent Guiliani >> Sent: Monday, January 09, 2006 9:04 AM >> To: User questions and discussions about OTRS.org >> Subject: Re: [otrs] No Permission! >> >> >> And in /var/log/httpd/errors_log I've got: >> >> ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Mon Jan 9 18:03:03 2006 >> >> Message: Need module! >> >> Traceback (32402): >> Module: Kernel::System::Main::Require (v1.1) Line: 44 >> Module: Kernel::System::Ticket::Permission (v1.194) Line: 1499 >> Module: Kernel::Modules::AgentTicketZoom::Run (v1.14) Line: 85 >> Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 >> Module: >> ModPerl::ROOT::ModPerl::Registry::home_otrs_bin_cgi_2dbin_index_2epl::ha >> ndler (v) Line: 48 >> Module: (eval) (v1.80) Line: 187 >> Module: ModPerl::RegistryCooker::run (v1.80) Line: 187 >> Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 159 >> Module: ModPerl::Registry::handler (v1.99) Line: 16 >> >> ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Mon Jan 9 18:03:03 2006 >> >> Message: Module '' not found! >> >> Traceback (32402): >> Module: Kernel::System::Ticket::Permission (v1.194) Line: 1499 >> Module: Kernel::Modules::AgentTicketZoom::Run (v1.14) Line: 85 >> Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 >> Module: >> ModPerl::ROOT::ModPerl::Registry::home_otrs_bin_cgi_2dbin_index_2epl::ha >> ndler (v) Line: 48 >> Module: (eval) (v1.80) Line: 187 >> Module: ModPerl::RegistryCooker::run (v1.80) Line: 187 >> Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 159 >> Module: ModPerl::Registry::handler (v1.99) Line: 16 >> >> ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Mon Jan 9 18:03:03 2006 >> >> Message: Need module! >> >> Traceback (32402): >> Module: Kernel::System::Main::Require (v1.1) Line: 44 >> Module: Kernel::System::Ticket::Permission (v1.194) Line: 1499 >> Module: Kernel::Modules::AgentTicketZoom::Run (v1.14) Line: 85 >> Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 >> Module: >> ModPerl::ROOT::ModPerl::Registry::home_otrs_bin_cgi_2dbin_index_2epl::ha >> ndler (v) Line: 48 >> Module: (eval) (v1.80) Line: 187 >> Module: ModPerl::RegistryCooker::run (v1.80) Line: 187 >> Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 159 >> Module: ModPerl::Registry::handler (v1.99) Line: 16 >> >> ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Mon Jan 9 18:03:03 2006 >> >> Message: Module '' not found! >> >> Traceback (32402): >> Module: Kernel::System::Ticket::Permission (v1.194) Line: 1499 >> Module: Kernel::Modules::AgentTicketZoom::Run (v1.14) Line: 85 >> Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 >> Module: >> ModPerl::ROOT::ModPerl::Registry::home_otrs_bin_cgi_2dbin_index_2epl::ha >> ndler (v) Line: 48 >> Module: (eval) (v1.80) Line: 187 >> Module: ModPerl::RegistryCooker::run (v1.80) Line: 187 >> Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 159 >> Module: ModPerl::Registry::handler (v1.99) Line: 16 >> >> >> Florent Guiliani a écrit : >> >> >> >>> Hi all, >>> >>> I don't know what I've changed but when I click on 'Zoom' on a ticket >>> in the queue I've got "No Permission!" >>> even if I try with root@localhost (admin user) >>> >>> What's wrong? >>> >>> Florent, >>> >>> _______________________________________________ >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> Support oder Consulting f?r Ihr OTRS System? >>> => http://www.otrs.de/ >>> >>> >> >> >> >> > -- <http://www.perinfo.com> * Florent GUILIANI - Développement Système* 41, avenue Jean Jaurès - 67100 STRASBOURG /Tel :/ 03.88.44.96.00 /- Fax :/ 03.88.44.96.29 /E-mail :/ fguiliani(a)perinfo.com <mailto:fguiliani@perinfo.com> /Site Web :/ http://www.perinfo.com

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Getting (and setting) of TicketFreeKey / TicketFreeText in phone answer
by Daniel Schäfer 09 Jan '06

09 Jan '06

Hello, I am trying to add 2 custom fields to a ticket, namely "fee accounted time" and in dependency of this "fee required" I added those by using the TicketFreeText / Key fields. The values shall be set when creating an email or telephone answer. Edited the respective .dtl files (AgentTicketCompose.dtl and AgentTicketPhone.dtl) and i am setting the value of "fee required" in dependency of "fee accounting time" in the modules (AgentTicketCompose.pm and AgentTicketPhone.pm). So, everything works fine for me when using the email-answer option, or when creating a new phone-ticket (this seems to be AgentTicketPhoneNew.dtl as template) My problem is that i am not able to read or set the TicketFreeText / Field values when the creating a phone-answer for a ticket. My suggestion is that the necessary data is not passed as a parameter to the phone-module which generates the output, but i was not able to fix this So, if anyone could tell me where or how to pass the necessary data to the module so that i can get and set them, please give me a hint. Kind regards Daniel (note: i am new to perl and html, but have some programming experience. Hope you get my english.)

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Sorting based on different fields
by vee na 06 Jan '06

06 Jan '06

Hi All, One of my client wants the order by all fields in the my queue view, order based on priority, Age of the ticket and so on. So how to i pass the order(eg, priority or age) from the dtl to the pm from the drop down box. Any suggestions will be a welcome Regards Veena Send instant messages to your online friends http://in.messenger.yahoo.com

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CustomerID addon ?
by Florent Guiliani 06 Jan '06

06 Jan '06

Hi all, I would like adding a "form helper" for the customerID field in the "new customer form". Which way is the best one to do it ? My customerID filed is linked (foreign key) with another table. I would like to introduce a form for finding customerID's. This form would help to search into my "compagny table" since my customers are coming from compagnies only. One compagny is equivalent to one support contract (for billing and other administrative things). I'm intended to use customerID to group individuals customers by compagnies (since the real customer is the compagny). In fact customer table in otrs would be my "interlocutor table" and linked on my "compagny table" with the customerID field. Is it a good way or another one is recommanded? Florent,

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How many tanle are required for External Backends ?
by Florent Guiliani 06 Jan '06

06 Jan '06

Hi all, If you configure an external backend strangely OTRS 2.0.4 will make request on other tables than the only customer one. I've got a PostgresSQL database where OTRS is installed. My Customers are in an Oracle database so I've changed $Self->{CustomerUser} in Config.pm to override the internal default one. While searching and displaying current customers is OK, creating failed with: Software error: Can't call method "fetchrow_array" on an undefined value at /home/otrs//Kernel/System/DB.pm line 477. In fact OTRS try to select valid table in Oracle not in PostgresQL where the table is located. Where is the catch ? Here the apache logs: And in the apache logs: [Wed Jan 4 15:40:47 2006] -e: DBD::Oracle::db prepare failed: ORA-00942: table or view does not exist (DBD ERROR: error possibly near <*> indicator at char 15 in 'SELECT id FROM <*>valid WHERE name = 'valid'') [for Statement "SELECT id FROM valid WHERE name = 'valid'"] at /home/otrs//Kernel/System/DB.pm line 432. ERROR: OTRS-CGI-10 Perl: 5.8.0 OS: linux Time: Wed Jan 4 15:40:47 2006 Message: ORA-00942: table or view does not exist (DBD ERROR: error possibly near <*> indicator at char 15 in 'SELECT id FROM <*>valid WHERE name = 'valid''), SQL: 'SELECT id FROM valid WHERE name = 'valid'' Traceback (27021): Module: Kernel::System::DB::GetValidIDs (v1.47) Line: 680 Module: Kernel::System::CustomerUser::DB::CustomerSearch (v1.36) Line: 178 Module: Kernel::System::CustomerUser::DB::CustomerUserAdd (v1.36) Line: 340 Module: Kernel::System::CustomerUser::CustomerUserAdd (v1.22) Line: 293 Module: Kernel::Modules::AdminCustomerUser::Run (v1.37 ) Line: 260 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::home_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 48 Module: (eval) (v1.80) Line: 187 Module: ModPerl::RegistryCooker::run (v1.80) Line: 187 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 159 Module: ModPerl::Registry::handler (v1.99) Line: 16 [Wed Jan 04 15:40:47 2006] [error] 27021: ModPerl::Registry: [Wed Jan 4 15:40:47 2006] -e: Can't call method "fetchrow_array" on an undefined value at /home/otrs//Kernel/System/DB.pm line 477.! Here my Config.pm: package Kernel::Config; sub Load { my $Self = shift; $Self->{DatabaseHost} = 'localhost'; $Self->{Database} = 'otrs'; $Self->{DatabaseUser} = '*********'; $Self->{DatabasePw} = '********'; $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; $Self->{Home} = '/home/otrs'; $Self->{SecureMode} = 1; $Self->{'Ticket::Frontend::CustomerInfoCompose'} = 1; $Self->{'Ticket::Frontend::CustomerInfoZoom'} = 1; $Self->{'Ticket::Frontend::CustomerInfoQueue'} = 0; $Self->{FQDN} = 'support.perinfo.biz'; $Self->{AdminEmail} = 'fguiliani(a)perinfo.com'; $Self->{Organization} = 'Perinfo'; $Self->{DefaultLanguage} = 'fr'; $Self->{DefaultCharset} = 'iso-8859-15'; $Self->{CheckEmailAddresses} = 0; $Self->{SessionMaxTime} = 30*24*60*60; $Self->{SessionMaxIdleTime} = 3*24*60*60; $Self->{'TimeWorkingHours'} = { Mon => [ 9,10,11,12,13,14,15,16,17,18 ], Tue => [ 9,10,11,12,13,14,15,16,17,18 ], Wed => [ 9,10,11,12,13,14,15,16,17,18 ], Thu => [ 9,10,11,12,13,14,15,16,17,18 ], Fri => [ 9,10,11,12,13,14,15,16,17,18 ], Sat => [ ], Sun => [ ], }; $Self->{'TimeVacationDays'} = { 1 => { 1 => 'Nouvel an', }, 5 => { 1 => '1er mai', }, 7 => { 14 => '14 juillet', }, 11 => { 11 => '11 novembre', }, 12 => { 25 => 'Noël', 26 => 'Saint Etienne', }, }; $Self->{SwitchToUser} = 1; $Self->{SpellCheckerDictDefault} = 'francais'; $Self->{PreferencesGroups}->{SpellDict}->{Data} = { 'francais'=> 'Francais', 'english' => 'English', 'deutsch' => 'Deutsch', }; $Self->{CustomerGroupSupport} = 1; $Self->{CustomerPanelLogoutURL} = 'http://www.perinfo.com'; $ENV{ORACLE_HOME} = '/oracle/8.1.7'; $ENV{NLS_LANG} = "french_france.we8iso8859p1"; $ENV{LD_LIBRARY_PATH} = "/oracle/8.1.7/lib"; $Self->{CustomerUser} = { Name => 'BDD_GESCAR', Module => 'Kernel::System::CustomerUser::DB', Params => { DSN => 'DBI:Oracle:sid=perorcl;host=192.100.0.11;port=1521;', User => '********', Password => '**********', Table => 'otrs_customer', }, CustomerKey => 'login', CustomerID => 'customer_id', CustomerValid => 'valid_id', CustomerUserListFields => ['first_name', 'last_name', 'email'], CustomerUserSearchFields => ['login', 'last_name', 'customer_id'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['email'], CustomerUserNameFields => ['salutation', 'first_name', 'last_name'], CustomerUserEmailUniqCheck => 1, Map => [ [ 'UserSalutation', 'Salutation', 'salutation', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'first_name', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'last_name', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserPassword', 'Password', 'pw', 0, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 0, 1, 'var', '', 0 ], [ 'UserCustomerID', 'CustomerID', 'customer_id', 0, 1, 'var', '', 0 ], [ 'UserComment', 'Comment', 'comments', 1, 0, 'var', '', 0 ], [ 'UserPhone', 'Telephone', 'phone', 1, 0, 'var', '', 0 ], [ 'UserFax', 'Fax', 'fax', 1, 0, 'var', '', 0 ], [ 'ValidID', 'Validité', 'valid_id', 0, 1, 'int', '', 0 ], ], Selections => { UserSalutation => { 'M.' => 'M.', 'Mme.' => 'Mme.', 'Mlle.' => 'Mlle.', }, }, }; } use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.16 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; 1; Florent,

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Tom Farrar is out of office.
by tom.farrar＠it-ps.com 02 Jan '06

02 Jan '06

I will be out of the office starting Mon 12/26/2005 and will not return until Tue 01/03/2006. Any critical problems relating to hosted services can be sent to datacentre(a)it-ps.com , or logged via http://otrs.it-ps.com

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