June 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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WG: AW: [dev] Perl Interface
by Thorsten Mueller 27 Jun '06

27 Jun '06

Hello list, thanks to Arne and Volker for your replies. With Arne's hint (see below) i was able to get my first success :-) in otrs development. Have a nice day Thorsten Müller ________________________________ Von: Bernhardt, Arne [mailto:Arne.Bernhardt@ikado.de] Gesendet: Montag, 26. Juni 2006 15:35 An: Thorsten Mueller Betreff: Re: AW: [dev] Perl Interface Hello Thorsten, try to replace "$Self" by " $CommonObject". The file "GenericAgent.pl" is no module or class. It contains just the function "BEGIN", where like a local variable called $CommonObject is filled with some otrs objects. Most of the other otrs files contains real modules/classes where also $Self is a self defined class variable, but in perl classes it is standard that $Self is "blessed" as an object pointer to the current class. In most of the otrs modules $Self contains already a lot of otrs objects like in GenericAgent.pl $CommonObject does. But the manual is of course written for the most common object oriented otrs modules. If I am wrong in any point, please let me know. I am currently not able to mail to the mailing-list, I don´t actually know why. Greetings Arne Arne Bernhardt ikado GmbH Auf der Hüls 198 D-52068 Aachen Tel +49 (0) 241 - 18294-43 Fax +49 (0) 241 - 18294-40 Mail: Arne.Bernhardt(a)ikado.de Web: http://www.ikado.de <http://www.ikado.de/> ________________________________ This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorised copying, disclosure or distribution of the material in this e-mail is strictly forbidden.

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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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AW: [dev] Perl Interface
by Thorsten Mueller 26 Jun '06

26 Jun '06

Hello Volker, thanks for your reply. I just looked at GenericAgent.pl and tried to combine this information with some information i found within the developer api (which seems to be very good). I tried to read information on which queues are defined on my system and added "my %Queues = $Self->{QueueObject}->GetAllQueues();" to the GenericAgent.pl (of course with a backuped testfile) ;-) But when i try to execute my testfile i receive the following error: Global symbol "$Self" requires explicit package name at ./test.pl line 121. Execution of ./test.pl aborted due to compilation errors. I would be glad if you can give me a hint (or a code example of your perlscript) whicht points me to the right direction. Regards Thorsten Müller > -----Ursprüngliche Nachricht----- > Von: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] Im > Auftrag von Volker Maibaum > Gesendet: Freitag, 23. Juni 2006 14:26 > An: Development community of OTRS.org > Betreff: Re: [dev] Perl Interface > > Hi, > > I'm not an otrs developer, but I wrote a perl script for our > 1.2 OTRS version that can create tickets. > > I think to look at GenericAgent.pl could be a good start (at > least for the 1.x versions). You could copy it and modify it > for your needs. > > But maybe there are better approaches in 2.x. > > regards, > > Volker > > Am Freitag, den 23.06.2006, 13:46 +0200 schrieb Thorsten Mueller: > > Hello list, > > because this is my first post to this mailinglist i shortly > introduce > > myself. > > My name is Thorsten Mueller, i'm 27 years old and live/and > work near > > Frankfurt/Main (Germany). > > > > I use otrs for a long time (as admin and user) and must say many > > thanks to all persons who developped this great application. > > > > Now i want to start developping my own modules for otrs, but don't > > know where to start. > > I started reading the development guide under > > http://doc.otrs.org/developer/2.0/en/html/, > > but find this some kind of confusing. > > > > What i want to do is to write a little perl script which can create > > tickets and receives a ticket-id from the otrs system. > > Within this script i should be able to define some parameters about > > which queue should the ticket go and so on. > > > > I would be thankful if someone can point me to a > documentation which > > helps in this content. > > > > Regards > > Thorsten Müller > > > > _______________________________________________ > > 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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Perl Interface
by Thorsten Mueller 23 Jun '06

23 Jun '06

Hello list, because this is my first post to this mailinglist i shortly introduce myself. My name is Thorsten Mueller, i'm 27 years old and live/and work near Frankfurt/Main (Germany). I use otrs for a long time (as admin and user) and must say many thanks to all persons who developped this great application. Now i want to start developping my own modules for otrs, but don't know where to start. I started reading the development guide under http://doc.otrs.org/developer/2.0/en/html/, but find this some kind of confusing. What i want to do is to write a little perl script which can create tickets and receives a ticket-id from the otrs system. Within this script i should be able to define some parameters about which queue should the ticket go and so on. I would be thankful if someone can point me to a documentation which helps in this content. Regards Thorsten Müller

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Questions on ticket merging
by Alexander Scholler 22 Jun '06

22 Jun '06

Hi, ticket merging is really a great feature of OTRS v2. Can you explain the following question: * Ticket zoom on a merged ticket bring no details/articles, just one single article that the ticket was merged to another ticket. But ticket history shows the whole history of the ticket until merging. You can click on the X right beside the history entry to show the corresponding article - on merged tickets, nothing is displayed - why? * The target ticket of the merging shows all articles of both tickets, but only its own history. The article-view within the history work here. I think OTRS does not support ticket dismerging (in case of an incorrect merging before). I tried to dismerge the ticket through database-manipulation, but didn't follow this approach - to complex and not the right solution. Bye, Alex

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Problems with Debian-package libdbd-mysql perl 3.0004-1
by Alexander Maringer 07 Jun '06

07 Jun '06

Hi all, I only want to announce, that there will occur problems when upgrading from libdbd-mysql-perl_3.0002-2 to libdbd-mysql-perl_3.0004-1. The Cron-Jobs will result in a error: DBI::db=HASH(0x1552de0)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /usr/share/otrs/Kernel/System/DB.pm line 273. I am using the testing otrs-package 1:1.3.3p01-1 with Debian testing and MySQL4. But I want to complain about the official support of the otrs-Group. I phoned the OTRS.de-firm and asked about support (I didn't know at this moment, that my admin updated the perl-lib). They told me to sign a 1500 EUR contract for one year. But I didnt want to have support for one year. I only want to support for this problem. I know many other OS-projects where you get support for only one problem and only one day. Perhaps the support team would make more money with this kind of giving support. I searched all the web to get a solutions for this problem but I didn't found one. Even the mailing list doesn't have one. So support crew get more flexibel (other are more flexibel at the moment). Regards Alexander Maringer

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Support for multiple CustomerAuth modules
by Ralf Becker 05 Jun '06

05 Jun '06

Hello! I'm just new to OTRS and I'm trying to configure it for our needs. As our customers should be authenticated using LDAP and internal OTRS database, I realised that it isn't possible to use multiple Authentication Modules for customers. So I've done a very simple AuthModule called Kernel::System::CustomerAuth::Multiple which uses multiple AuthModules (like DB, LDAP, Radius, ...) to authenticate customers. Usage is very simple: Copy Multiple.pm to Kernel/System/CustomerAuth/Multiple.pm. You'll find it at http://www.fh-trier.de/~beckerr/OTRS-CustomerAuth/Multiple.pm To use CustomerAuth::DB and CustomerAuth::LDAP modify your Config.pm like this: $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::Multiple'; $Self->{'Customer::AuthModule::Multiple::Modules'}='Kernel::System::CustomerAuth::DB Kernel::System::CustomerAuth::LDAP'; So CustomerAuth::Multiple tries to authenticat users using CustomerAuth::DB first and, if this fails, it trys CustomerAuth::LDAP. Regards, Ralf

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escalation
by Gonzalo Balatti 05 Jun '06

05 Jun '06

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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