May 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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Navigation bar: new items
by Alex Mihicinac 26 Jul '06

26 Jul '06

Hi all, I've managed to add custom icons to naviBar. What i need to do, that <a> tag would appear correct? In my case, I always get some URL prefix from OTRS because I'd like to point URL outside the OTRS system. TIA, Alex

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Release of 2.0.5?
by Jennifer Valdez 26 Jun '06

26 Jun '06

Is the 2.0.5 release available yet? What bugs will be fixed? Thanks, Jennifer Valdez

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escalation
by Gonzalo Balatti 31 May '06

31 May '06

Hi, all, I'm having a hard time undersanding escalations.... I see the chapter about time settings in our admin manual on, but not undersanding the example : %Jobs = ( # -- # [name of job] -> send escalation notifications # -- ?send escalation notifications? => { Escalation => 1, # new ticket properties New => { Module => ?Kernel::System::GenericAgent:: NotifyAgentGroupOfCustomQueue?, }, }, # insert your jobs (see Kernel/Config/GenericAgent.pm.examples) I do not work the example of GenericAgent.p.m. with the part of escalation. I defined in this in.p.m. and is not executed when the time of escalation in ticket is negative. Help please!!!

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Own Statistic extensions
by Alexander Scholler 16 May '06

16 May '06

Hi, after some work I now know that it's quite easy to use the statistic framework to "write" your own statistics. In graph-output mode, each -row- of the table is displayed as one line. I now have the following problem: I use time-related SQL-queries to get the data, e.g. "Date, No. of Tickets" represents one row of the queried date. But that means that the graph-line, in this case just one single line, namly "No. of tickets" is presented by one -column-. The question is: * how can a table (x,y) be "rotated" to (y,x) (sorry, I'm a perl newbie - could you give me a code snip) or * can the statistic framework be told that the columns represent the data-lines. Bye, Alex

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info to develop a custom module
by Luca Borsari 12 May '06

12 May '06

Hi there. I need to extract some stat info (ex: Agent avg. ticket lead time, etc) from our otrs server, to monitor/improve our support service. Reading old posts to ADMIN/DEV lists, and lloking at the docs, i've found the DB tables storing the info i need. I could make a perl scipt to extract data and produce the stat i need, but i would rather prefer to implement it directly in OTRS, as a custom module (OTRS web application framework) Looking at the online Developer Manual, it seems to me that the process to do that will be something like: *) Create a custom frontend module (in Kernel/Modules/) *) Create the HTML (dtl) to manage input parametrs *) Create the HTML (dtl) to generate output *) Modify Agent menu to include the new link (button) being new to otrs hacking, my first question is...am i doing something completely wrong...? What it would be great for me to have at this stage, is a sort of "beginners otrs dev guide", implementing an hello word like feature using the OTRS web devlopment framework. Any clue? TIA l.

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DB-table links
by Alexander Scholler 08 May '06

08 May '06

Hi, I have a problem in understanding the DB-schema illustrated in ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png Some links between tables presented in this PNG are ticket.id to * article.ticket_id (1:n) * time_accounting.ticket_id (1:n) * ticket_history.ticket_id (1:n) -> attention: there's a mistake in the png! article.id to * ticket_history.article_id * time_accounting.article_id A link is present from article.ticket_id to time_accounting.ticket_id - these values must always be the same on linked table-entries. The problem is that select a.* from article a inner join time_accounting ta on a.id = ta.article_id where a.ticket_id != ta.ticket_id order by a.id; return 27 results. select a.* from article a inner join ticket_history th on a.id = th.article_id where a.ticket_id != th.ticket_id order by a.id; return 91 results. My DB-data is: * ticket = 960 rows * article = 3047 rows * time_accounting = 2277 rows * ticket_history = 21556 rows There seems to be inconsistent date, because both queries shouldn't return any results != 0. I didn't manipulate the OTRS-DB manually, just used a brand new OTRS-installation v2.0.4 with no data stored in it. What can be wrong? Can this inconsistent be repaired? I don't think so! The problem is that I get slightly different statistic results on my analysis of the data. Bye, Alex -- Alexander Scholler <alexander.scholler(a)augsburg.de> Informationstechnik | Team Beratung und Betreuung VZA / Zimmer 472, Durchwahl -4451

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bouncing mail to archive maling list
by Alex Mihicinac 05 May '06

05 May '06

Hi all, can someone tell me which function should I use for "bouncing" incoming mail to external-archive mailing list - before "bouncing" mail, I'd like to get mails tagged with OTRS ticket#. If I use bounce function mail gets to archive mailing list, but Subject doesn't have OTRS ticket number in it. All hints are welcome! Best regards, Alex

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feature-request: sender_type_id and internal/external phone-calls
by Alexander Scholler 05 May '06

05 May '06

Hi, it's important for me to distinguish whether a phone call was initialized by an agent or a customer. That's not possible at the moment, neither at ticket-creation nor at later phone-calls. I noticed that the current behavior of OTRS is that new phone tickets are stored within the article-table with sender_type_id = 3 = customer, later phone calls are stored as sender_type_id = 1 = agent. The possibility to give OTRS the information who started the call would be appreciated. Another "problem" is that phone-calls and mail-replies are always shown in the customer-webgui. At least a drop-down-selection within the phone-mask would be helpful to decide whether the call is displayed for the customer (external call) or not (internal call) - similar with notes where this feature is already implemented. And another good feature: the possibility to change article-types (e.g. int/ext) after creation, for the case of having created an article with the wrong int/ext-information. This is already prepared within the DB-schema (change_by, change_time). Here I also want to mention a problem. A ticket cannot be solved by our team, so we do an forward e.g. to the external SW-developer. That forward contains sensible information which should be read by the customer, so that forward in of type "internal". The problem is that the incoming reply is of type "external" and so can be read by the customer? So I suggest that all follow-ups -not- coming from the original customer mail address should be of type "internal". The above mentioned fature of later changing the type would be helpful here if I explicitly want the customer to be able to read the follow-up. But over all thanks for that really great tool! I hope I can convince my chief to buy a support package at otrs.de * to get even better support * to support -you- for your great work Bye, Alex

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[Fwd: Re: SPAM Subject: Re: [otrs] Multiple OTRS installations, same machine]
by Matt Linton 02 May '06

02 May '06

Hello all; I sent this to the users list but didn't get specific feedback on the parts of the code I was interested in, so this seems like a more appropriate channel. I have two OTRS installations within a single Apache -- one in mod_perl2 and one in plain CGI mode. If I set the SystemIDs too close together, Log.pm seems to panic. For instance, if #1 is SystemID 01 and #2 is SystemID 02, then they conflict on memory space (it appears). If #1 is SystemID 01 and #2 is SystemID 20, then they do not conflict. It looks like in Syslog.pm, shmget is using SystemID as a parameter in grabbing shared memory. Am I reading this right, and can this problem be duplicated? The offending line of code seems to be: 75 $Self->{IPCSize} = $Param{ConfigObject}->Get('LogSystemCacheSize ') || 4*1024; 76 # init session data mem (at first a dummy for RH8 workaround) 77 shmget(($Self->{IPCKey}+1), 1, 0777 | 0001000); 78 # init session data mem (the real one) 79 $Self->{Key} = shmget($Self->{IPCKey}, $Self->{IPCSize}, 0777 | 0001000) || die $!; 80 } 81 82 return $Self; 83 } 84 85 =item Log() It looks like in line 79 the system is grabbing memory segments in part based on the IPCKey (System ID). Am I understanding this code right? ------------------------------------------------------------- Matt Linton "So, you think there's no money UNIX/Linux SysAdmin to be made as a philosophy major? ASANI Solutions, LLC Think again! You're still right." Christian Schoepplein wrote: >Hi Matt, > >On Fri, Apr 21, 2006 at 11:37:25AM -0700, Matt Linton wrote: > > >>I'd like to allow multiple software groups within our single >>organization to handle their own "issue reporting" via OTRS. Since I >>don't want to manage multiple servers, and want them each to have full >>administrative control over their own FAQ entries, customer users, etc >>-- I had planned on installing multiple OTRS installations like this: >> >>ScriptAlias /otrs1/ /local/otrs1 >>ScriptAlias /otrs2/ /local/otrs2 >>(and so on...) >> >>Problem is, I'm running into wierd behaviors with the secondary and >>other OTRS's. Log.pm seems to use the OTRS ID as a function for >>grabbing memory for logging. Is that true? If I set my server IDs "1" >>and "2" then #2 has memory conflicts, but if I set them to "1" and "20" >>then it seems fine. >> >> > >You have to use different system IDS for the different OTRS instances: > > $Self->{'SystemID'} = ... > >I use 3 different OTRS instances (without mod_perl" and it works fine. > > > >>Has anyone done this before, and does anyone know how to accomplish it >>better, perhaps? >> >> > >The way you like to do it is perfect, only take on the different >SystemIDs and the different aliases in the web server configuration. >Also do only use mod_perl for one instance. > > > >>Matt Linton >> >> > >Ciao, >Christian > > > >------------------------------------------------------------------------ > >_______________________________________________ >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 für Ihr OTRS System? >=> http://www.otrs.de/ > _______________________________________________ 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 für Ihr OTRS System? => http://www.otrs.de/ -- ------------------------------------------------------------- Matt Linton "So, you think there's no money UNIX/Linux SysAdmin to be made as a philosophy major? ASANI Solutions, LLC Think again! You're still right."

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