October 2007 - 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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[RFC] share some OTRS themes
by Torsten Thau 11 Jan '08

11 Jan '08

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, due to some requests I put a previously mentioned OTRS-theme into an opm-Package. You may download and check it out: http://www.cape-it.de (under "Downloads und Demos") or directly http://www.cape-it.de/download/VerticalNavBar-0.0.1.tar.gz The package just installs a new OTRS-theme, which needs to be selected by the user to see some difference. It looks a bit like... http://www.cape-it.de/cgi-bin/show.pl?content=solutions/screenshots Please send hints, ideas or any feedback to me or to support(at)cape-it.de - Thanks. Some RFC: I'd appreciate some possibility where the OTRS community can share such themes or other add-ons or any other improvements. I think otrs.org would be just the perfect place. What do you think? regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFG4VxbvXo8m5PgoXQRAgGqAJ9zxV5UafGOzx7u5S18fVn6kDhMCgCdETS7 +surKpxP8dnBPPNB/efYD38= =9U7U -----END PGP SIGNATURE-----

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BUG: X-Otrs-Articlevalue
by Alex Mihicinac 07 Nov '07

07 Nov '07

Hi, I've noticed some strange behaviour, this is the story: - articles are tagged via .procmail (X-OTRS headers) - when initial (article which generates new ticket) article arrives, header tags are read and properly stored into database - when reply articles become to arrive, header tags are ignored, values are not stored into database Can someone explain that? Example articles: - .procmailrc :0 fhw : * ^TO(xxx|yyyyy|zzzzz)(a)domain\.org | formail -I "X-OTRS-Queue: somequeue" -I "X-OTRS-ArticleKey3: bounce" -I "X-OTRS-ArticleValue3: new"; - initial article mysql> select id,ticket_id, a_freekey3, a_freetext3 from article where id=423171; +--------+-----------+------------+-------------+ | id | ticket_id | a_freekey3 | a_freetext3 | +--------+-----------+------------+-------------+ | 423171 | 176914 | bounce | new | +--------+-----------+------------+-------------+ 1 row in set (0.01 sec) - reply article mysql> select id,ticket_id, a_freekey3, a_freetext3 from article where id=423172; +--------+-----------+------------+-------------+ | id | ticket_id | a_freekey3 | a_freetext3 | +--------+-----------+------------+-------------+ | 423172 | 176914 | NULL | NULL | +--------+-----------+------------+-------------+ 1 row in set (0.00 sec) Best regards, Alex P.S. Powered by OTRS 2.1.7

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scripts/databases/otrs-schema.mysql.sql / foreign keys?
by Alexander Scholler 07 Nov '07

07 Nov '07

Hi, what about all the foreign keys defined in scripts/databases/otrs-schema.mysql.sql? * Can they be used? * What is the benefit (if I suppose that OTRS works on the DB always to leave it consistent although there are no foreign keys constraints defined)? * What problems can occure? Bye, Alex

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Page displaying
by Tuc at T-B-O-H.NET 07 Nov '07

07 Nov '07

Hi, I have an issue about how pages are displayed and processed. I'm trying to call : http://otrs.example.com/otrs/index.pl?Action=AdminUser&Subaction=Add on a fairly fresh install. Instead of rendering the page to input the data, I seem to be getting : Message: Need UserID! Traceback (1944): Module: Kernel::Output::HTML::PreferencesCustomQueue::Param (v1.7) Line: 49 Module: Kernel::Modules::AdminUser::_Edit (v1.42 ) Line: 383 Module: Kernel::Modules::AdminUser::Run (v1.42 ) Line: 214 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: /opt/otrs/bin//otrs/index.pl (v1.81) Line: 47 What can I do to debug this more or get help. The customer has had this installed for a few weeks and can't do anything since they can't create users. Thanks, Tuc

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About the frontend in AgentTicketSearch
by Eduardo Raffoul 07 Nov '07

07 Nov '07

Hi everybody, i'm trying to make some changes in the frontend of AgentTicketSearch, but i can't see where is the main html page builded. I'm just trying to change it just as AdminCustomerUser, avoiding to show the navbar depending of some situation. I know where is builded the html search result, but i cant find where is the first html (the one that has the forms to input the search data). Thanks.

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[otrs] search by a_freekey
by Alex Mihicinac 25 Oct '07

25 Oct '07

Hi all, is it possible, to perform search and use a_freekey (article freekey) as search criteria? I'd like to extend TicketSearch() with this feature and would appreciate little guidance. TIA, Alex

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The new version of Fred is available
by Thomas Raith 25 Oct '07

25 Oct '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi List Members, we are proud to announce, that a new version of Fred is available. Have a lot of fun with Fred! Thomas What is Fred intended for? Fred supports the developer in his work. It displays information on the current request at the beginning of the HTML output. Fred will thus provide any developer with just-in-time support. Who needs Fred? Every OTRS-developer needs Fred! It enhances the quality of code and accelerates its development. But we would also advise any supporter and consultant to use fred, as can help to get a better insight into the processes of OTRS. Which OTRS versions is Fred suitable for? For OTRS 2.2.x and higher. How can I get Fred? There are two possible ways: * from the public CVS through checkout Fred * by downloading it from the OTRS ftp-server ftp://ftp.otrs.org/pub/otrs/develtools/packages/ How do I install Fred? * first of all you should install the necessary perl modules o Devel::SmallProf o Devel::DProf o HTML::Lint * through CVS o perform cvs checkout o link through link.pl, as with all other CVS modules * as a module (opm-package) o simply install using the Package Manager o that's it What can Fred do? To date, Fred has the following features: * HTMLCheck: the HTML output is checked by means of HTML::Lint * STDERRLog: every entry contained in STDERR is displayed * TranslationDebug: displays all translation attempts of the current request which failed. * SQLLog: lists all SQL statements of the current request * ConfigLog: lists all ConfigGet requests, indicating their frequency * DProf: a profiling tool which evaluates the time required for each function to be executed * SmallProf: a profiling tool performing a line-by-line code evaluation Caution : Please have a look at the possible config settings, which are easily accessible by clicking on "setting". What is Fred's current status? * modular design: anybody can add a new module at any time * the modules' output is not yet sophisticated ideas for improving the output or sensible configurations will be very welcome What is going to become of Fred? * please use Fred, it will make a lot of things easier * please extend Fred, if you have good ideas * if you have no time to implement your ideas yourselves, please enter them in this mailinglist -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.5 (GNU/Linux) Comment: Using GnuPG with SUSE - http://enigmail.mozdev.org iD8DBQFHEwaV5VEHpl41kC8RAkweAKDCjmba5A6C4OJUqYAtz0GlXsISZgCeKUpa lXmjvyt571a8WE7RJtq02I4= =SsyP -----END PGP SIGNATURE-----

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remove system messages in history in ticket view
by Samphan Raruenrom 20 Oct '07

20 Oct '07

Below, you can see the "system (email-external)" and "system (email-notification-ext)" entries in the ticket history. I found this confusing for the customers. I try to turn them off. So that the tree show only customer's and agent's messages and not the system's messages. But I still want to receive the notification email. I can't find any way to configure this. So I think I have to modify the source? Any idea? Zoom Ticket : 1000172 Age: 6 minutes Print Created: 10/15/2007 15:41:52 |--> customer (webrequest) 10/15/2007 15:41:52 |-->customer (webrequest) 10/15/2007 15:42:37 |-->system (email-external) 10/15/2007 15:42:37 |-->>> system (email-notification-ext) 10/15/2007 15:42:39 ------------------------------ From: Callcenter OpenOffice.org <2020(a)nectec.or.th> To: samphan(a)osdev.co.th Subject: Re: [Ticket 1000172] New State "open"! *** THIS IS JUST A NOTE *** -- _/|\_ Samphan Raruenrom. Open Source Development Co., Ltd. Tel: +66 38 311816, Fax: +66 38 773128, http://www.osdev.co.th/

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Ticket editing for approval process
by Dan King 17 Oct '07

17 Oct '07

Hi list, I have been working on an addition to OTRS. The addition was to have an approval list so managers can read over emails before they are sent to clients. This addition included the ability to save drafts of emails. I am working on the saving as draft part and I believe it is almost working but there are issues getting the article id from in the file AgentTicketEdit.pm and using it in the method Article->ArticleSave(). I know the ArticleID exists somewhere, because I can display it in the AgentTicketEdit.dtl file using $Data{"ArticleID"} on line 107. I am unsure how to access it in the AgentTicketEdit.pm file on line 674, I have tried many methods including $Param{AriticleID}, Self->{ArticleID} $Data{"ArticleID"} but nothing seems to be correct. Does anyone know how to get the ArticleID in the AgentTicketEdit.pm file that the AgentTicketEdit.dtl file is accessing? Any help is greatly appreciated. My source code files bounced my orginal email so if you want to look at my code just email me back. Thank you! Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

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