September 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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Accounted Time in Stats
by Gavin Smith 29 Sep '06

29 Sep '06

Hi there, I hate to appear like a leech, but I have just been looking into implementing OTRS as it looks like a fantastic system. The one thing I would love to be able to do with the stats, is to be able to create an accounted time report similar to the built in one, but to do this per agent and not per customer. Basically, so I can print up a report at the end of the month on the time spent by each agent on each job with a total. Has anyone here come up with anything like this for themselves or am I the only person who might find this useful? Thanks in advance for any assistance you can provide. Kind regards Gav Smith

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Jabber Notification
by Filipe H - IP 29 Sep '06

29 Sep '06

Hello Martin I use some code of jabber_alert.pl and simplify so we can be notify when a new ticket was created. The code is very simple and you can modify for future release of OTRS We need the Net::Jabber library and Im testing with Wildfire Jabber Server 3.01 with SSL After install Net::Jabber you need to change a line in Protocol.pm (this is because of Wildfire) http://www.jivesoftware.org/community/message.jspa?messageID=123678 This is a known problem. At the moment the best you can do is comment out line 1772 in Net/XMPP/Protocol.pm. The line: return $self->AuthSASL(%args); becomes # return $self->AuthSASL(%args); Not pretty but it works. After this, just edit Kernel/System/Ticket/Article.pm and add this lines in the beginning ## Jabber use Net::Jabber qw(Client) ; use Net::Jabber qw(Message) ; use Net::Jabber qw(Protocol) ; use Net::Jabber qw(Presence) ; use vars qw ($connection @result $message); and this code after the #send notify and before write History # Connect and Jab message # must have attention to server name and port. Because I use SSL, the port is 5223. The usual port is 5222 $connection = Net::Jabber::Client->new(); $connection->Connect( "hostname" => "[your server]","port" => '5223', "ssl" => "1" ) or die "Cannot connect to hostname\n"; @result = $connection->AuthSend( "username" => "[user to open the connection]","password" => "[password]","resource" => "DaemonMonitor", "ssl" => "1" ); if ($result[0] ne "ok") { die "Ident/Auth with server failed: $result[0] - $result[1]\n"; } $message = Net::Jabber::Message->new(); $message->SetMessage( "to" => $User{UserEmail}, "subject" => "Ticket OTRS Alert", "type" => "normal", "body" => $Notification{Body}, "ssl" => "1"); $connection->Send($message); $connection->Disconnect(); ## End I think that you can clean the code and make a good integration with Jabber for notify agent and possible the customer Regards Filipe Henriques

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Feature-request: specific error-message if ACL denies action
by Alexander Scholler 21 Sep '06

21 Sep '06

Hi, as far as I can see, very specific designed ACLs can be used to design a workflow, e.g. ticket may only be locked (to work on it) if the default priority "undefined" was changed to a specific value before If a ACL is not true, a simple error-message "access denied" is displayed as far as I can remember. It could be useful if a message can be defined on every ACL to be displayed if the ACL is not true, e.g. You have to specify Priority before working on the ticket. Bye, Alex

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Hard coded timer in Generic Agent for OTRS 2.0.4
by Laurent Hiesse 19 Sep '06

19 Sep '06

Hi, We noticed a strange behaviour with our GenericEgent scheduled task if they were to use a 10 minutes interval : we found in the GenericAgent.pl file some hard-coded « timer » equal to 10 minutes that would explain this : should a task be re-executed about 9m59secs later (because of system latency at the former run), OTRS would declare it already finished". if ($DBJobRaw{ScheduleLastRunUnixTime} && $CurrentTime < $DBJobRaw{ScheduleLastRunUnixTime}+(10*60)) We fiwed it by changing the timer to 5 minutes (5*60), but as we found no notes of this control feature in the documentation I send you this. I dont know if its fixed in the current release, but I warn just in case. Regards, Laurent Hiesse

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Errore creating ticket
by Alessandro 19 Sep '06

19 Sep '06

I receive this error when i create a new ticket or when otrs try to create new ticket from mail... i have seen that TicketCounter.log is updated... there is sombody that can help me? Thanks in advance Alex Error: Need TicketID! Comment: Traceback: ERROR: OTRS-CGI-20 Perl: 5.8.6 OS: MSWin32 Time: Wed Sep 13 14:19:59 2006 Message: Need TicketID! Traceback (11512): Module: Kernel::System::Ticket::Article::ArticleCreate (v1.94) Line: 84 Module: Kernel::Modules::CustomerTicketMessage::Run (v1.3) Line: 311 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.6) Line: 677 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_customer_2epl::handler (v) Line: 47 Module: (eval) (v1.36) Line: 203 Module: ModPerl::RegistryCooker::run (v1.36) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.36) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30

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developer alert
by angie＠stv.su 15 Sep '06

15 Sep '06

Greetings. Getting such error message, while trying to fetch a message via PostmasterPOP3.pl script: Message 1/44 (xxx@yyy.com@zzz.yyy.com) MIME::Words: unexpected case: (Kvitancia.bmp) pos 0 Please alert developer. ps. Let me know, if I need to attach the problem message, as well. Thanks in advance.

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feature to be included in official release?
by Alexander Scholler 07 Sep '06

07 Sep '06

Hi, within Kernel::System::Ticket::Article::SendAgentNotification I deleted the adding of "Reply-To" within the notification-mail. Thus a mail-reply on a notification-mail can be automatically be added as e.g. internal note instead of follow-up through the usage of Postmaster filter - e.g.: a) Mails from OTRS to customers are send as "Servicedesk <otrs(a)company.com>" b) Notificationmails are send as "Nofitication <otrs(a)company.com>" Normally, replies on both a) and b) are follow-ups. But now, a reply on b) can be filtered with Search for "To = ^Notification" and set X-OTRS-ArticleType = note-internal and X-OTRS-SenderType = agent to become a internal note. This is a helpful little feature. Perhaps you can insert this code-modification into future releases. Bye, Alex

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time-accounting and note-body
by Alexander Scholler 07 Sep '06

07 Sep '06

Hi, as far as I can see, the possibility of v2.1 to add a note on different actions, e.g. priority-change is really great. But when changing the priority with Ticket::Frontend::AgentTicketPriority###Note enabled * a time has to be entered (with Ticket::Frontend::NeedAccountedTime enabled) * a note-body has to be entered It would be a great feature if * the global setting Ticket::Frontend::NeedAccountedTime could be reset within each specific action (e.g. time-accounting within priority change is not always necessary) * it could be individually set whether the provided note-mask has to be filled or not (e.g. sometimes, not always, it is helpful to document why the priority was changed) Thanks for the great work done being unleashed through v2.1 Bye, Alex

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Locked-Info on AgentTicketStatusView
by Alexander Scholler 07 Sep '06

07 Sep '06

Hi, AgentTicketStatusView shows all open tickets, regardless they are locked or unlocked. But to get a real fealing about the status of working on tickets, I added the column "locked" to status view by modifying the source code. It would be great if this could be configured in further otrs versions within Sysconfig: * mini feature: shall "locked"-info be added to status-view? * great feature: individual configuration of columns/ticket-properties displayed Bye, Alex

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