October 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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OTRS "Link Object"
by Marcus Schmidt 23 Oct '06

23 Oct '06

Hello, I am new to the OTRS system and I really like the modul. With increasing interest I had some thoughts about extending the functionality, but I am not sure if there is a way to implement the following. I have a database with inventory information on client computers and I like to link these informations to a ticket with the "Ticket -> Link" functionality. There exists a web frontend for the client computer database. So here´s my question - is it possible to create a Linked Object e.g. Computer that: -> is linked to a ticket? -> searches the client computer database? -> contains after linking a web-link to the web frontend of the client computer database? If you think this could be implemented with OTRS, please sent me a hint where to start. What do I need for the implementation? What config options are needed? Which source code files are affected? Thanks in advance, Marcus

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GenericAgent: Delete ticket error because of constraints
by Yann Richard 20 Oct '06

20 Oct '06

Hi all, I have planned to clean old tickets from my OTRS database and so I have added this job in GenericAgent.pm: 'delete-old-ticket' => { > # get all tickets with these properties > Queue => ['Junk'], > States => ['closed successful', 'closed unsuccessful'], > Locks => ['unlock'], > # tickets older then 1 year+1 day > TicketCreateTimeOlderMinutes => 568800, > # new ticket properties (no option is required, > # use just the options which should be changed!) > New => { > # DELETE! > Delete => 1, > }, > }, > But when deleting ticket via ./GenericAgent.pl some are deleted and others not and this error si displayed: - Delete Ticket (95400319/348). > DBD::mysql::db do failed: Cannot delete or update a parent row: a foreign > key constraint fails at /applis/Internet/otrs-2.0.4/Kernel/System/DB.pm > line 376, <DATA> line 283. > ERROR: OTRS-GenericAgent-954 Perl: 5.8.0 OS: linux Time: Fri Oct 20 > 13:25:22 2006 > > Message: Cannot delete or update a parent row: a foreign key constraint > fails, SQL: 'DELETE FROM article WHERE ticket_id = 348' > > Traceback (19737): > Module: Kernel::System::Ticket::ArticleStorageDB::ArticleDelete (v1.31) > Line: 72 > Module: Kernel::System::Ticket::TicketDelete (v1.194) Line: 480 > Module: Kernel::System::GenericAgent::JobRunTicket (v1.11 ) Line: 611 > Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 351 > Module: ./GenericAgent.pl (v1.36) Line: 215 > I think that constraints are not managed by ArticleDelete module.. bug ? anyone have a solution ? I use OTRS 2.0.4 Regards, -- M. Yann Richard yann.richard on gmail.com

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$Data{"CustomerUser"}
by Müller Thomas 19 Oct '06

19 Oct '06

hi there trying to modify some DTL's to display a photo of the CustomerUser. In AgentTicketEmail.dtl and AgentTicketPhone.dtl i use $Data{"CustomerUser"} to get the Login-Name. In AgentTicketZoom.dtl this $Data{"CustomerUser"} is empty. After searching quite a while I haven't found some "debug-switch" to show all vars in a DTL. And I also havent found why $Data{"CustomerUser"} not set in AgentTicketZoom.dtl. Anyone, any hint? Thanks a lot. Thomas Btw: i'm using latest OTRS 2.1.1

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Closing a ticket using API?
by Kees Leune 19 Oct '06

19 Oct '06

Hello all, Disclaimer: I am new to this list and have probably not spent enough time to read the mailing list archives. Having said that: I am looking for a graceful way to close a ticket using the API. After having studied the online documentation, it seems to me that there are is no single, publicly available call to do so. Is this correct? If so, is there a preferred way to close a ticket? Thank you, Kees Northwave BV Fultonbaan 20 Postbus 1054 3430 BB Nieuwegein T +31 (0)30 6004727 F +31 (0)30 6004729 M +31 (0)6 52328887 E kees.leune(a)northwave.nl W www.northwave.nl <http://www.northwave/>

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Module for appending (merge) to an existing ticket
by peter gervai 13 Oct '06

13 Oct '06

Hello, Call me lazy, but I try to ask around: Is there anyone already coded a module which 1) looks up an existing ticket by some parameters, and 2) appends / merges (or if everything else fails, links and closes) actual ticket to the ticket found in step 1? I have written an AOL dissector long time ago, and now that they actually made a useful and parseable feedback loop format I plan to rewrite my AOL feedback dissector, and make it possible to look up already existing spam reports for the same user with the same date, and automagically merge new ticket to the existing one, but I do not have the time to completely browse through the source to figure out the proper way to look up and merge to tickets. Any help is appreciated, and please CC the reply to me as well. If not, well, then, the module will happen later. :-) Thanks! Peter ps: some of the bugreports contain it in the BTS, as well as the character encoding perl module to prevent email death on bad encoding...

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