October 2007 - dev - OTRS mailing lists

Ticketing 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 have been attached. 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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Problems with Readonly.pm
by Oliver Tappe 16 Oct '07

16 Oct '07

Hi there, trying to conform to 'Perl Best Practices', I have made use of the 'Readonly' module in order to declare two constants (page 55 in [the English version of] PBP). However, even after Thomas has fixed a related problem in the CVS-filter, that code is still being rejected, because Readonly.pm does not seem to be installed on the CVS server. After having read the complete perldoc of 'Readonly', I am not so sure if we should in fact use the module at all, as it seems to impose a considerable performance hit (factor 20!) when accessing such constants. What do you guys think: should we use Readonly (and thus install it on the CVS-server) or should we simply dump it and stick with normal package variables (which are of course not constant)? cheers, Oliver -- ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818-0 :: Fax: +49 (0) 9421 56818-18 http://www.otrs.com/ :: Communication with success!

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New module linker script
by Oliver Tappe 16 Oct '07

16 Oct '07

Hi there, as I encountered some problems with link.pl from module-tools recently, I have added a rewrite of link.pl and remove_links.pl based on File::Find. The new script is called 'module-linker.pl' and can be used to install a module into the framework: module-tools/module-linker-pl install <module-path> <framework-root> and to uninstall a module again: module-tools/module-linker-pl uninstall <module-path> <framework-root> This script should be more robust with respect to the unintended inclusion of unwanted files (e.g. anything from CVS-folder or starting with a dot) and it should restore any backup files (*.old) automatically during an uninstall. Please give the new script a spin and send suggestions & complaints my way. cheers, Oliver -- ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818-0 :: Fax: +49 (0) 9421 56818-18 http://www.otrs.com/ :: Communication with success!

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begining
by Sohaib Reza 13 Oct '07

13 Oct '07

hi, i could not execute installer.pl on browser. can u help me???????? --------------------------------- Don't let your dream ride pass you by. Make it a reality with Yahoo! Autos.

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RE: [otrs] OTRS Webmail client non-functional. REPOST
by Mark Nernberg 11 Oct '07

11 Oct '07

> -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > Marius Flage > Sent: Thursday, October 11, 2007 11:43 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] OTRS Webmail client non-functional. REPOST > > Mark Nernberg wrote: > > > This is a repost, as there has been no positive response. This is > now > > the FOURTH TIME I am posting! Getting some reasonable answer would > be nice. > > And I didn't mind the second and third time you posted this, but > enough's enough. You're not paying for any kind of support for this > software, so I don't see how you can expect to get an answer to all > your > questions immediately. If you follow the thread of discussion in here, > you'll see that all questions that people actually know the answer to, > get responses. > I've noticed that is not always the case. I don't expect or demand anwers, but even a clue would be nice. I also don't expect the answer "immediately". I've waited a more-than-respectable amount of time before reposting. An acknowlegement that there's a problem of some sort in the source would also be nice. I've also noticed that at some point at least 2 other people have posted similar posts at some point -- still with no answers. Simply saying that "The developers are aware that the webmail client is BROKEN." would be sufficient. Ignorance and publicly flaming isn't going to cut it, though. > If you're new to the whole GPL idea, I suggest you do some reading. And > please stop wasting our collective bandwidth with your ongoing - > demands- > for support. The kind of support you're asking for usually comes with a > price [1]. Actually, I'm far from new to the GPL idea. I've done plenty of reading. I've checked through the source code and the various mailing list archives. I've thoroughly read the documentation. If I had any answers or clues, I'd follow them. If I though I had an inkling of where (specifically) the issue was, I'd be more detailed in my posts -- which might elicit a useful answer. But, before I pony up $ for paid support, I'd like at least some idea that I will get what I'm paying for. The most basic support plan is $1380/year for support -- which is steep -- especially when this is probably THE ONLY ISSUE I'M GOING TO HAVE WITH THE SOFTWARE! The $1380 includes only 5 service calls per year. That works out to $276.00/service call. And I don't understand what I'd get beyond the 5 support requests, so paying for 5 service requests and only getting 1 isn't worth it. Perhaps someone needs to revisit the pricing model? Or provide more information to demonstrate what I'd be getting for my $1380.00? Were it $100 for a single support call -- one-time-deal -- I'd consider paying it. I might even consider paying $276 for a one-time-call, as steep as that may be. Moreso, because there aren't any issues with my configuration -- I'm not stupid, and I'm a long-time OTRS user -- I call the problem: "the webmail client is broken and buggy." I don't pay for support to fix bugs in the software -- I'll pay for it to fix bugs in my implementation. It should also be noted that I've even built-from-scratch a second copy of OTRS on a different server just to verify that it's the software and not my mail server or anything. Its almost definitely a bug (IMHO). > > The only thing you're getting from this, if anything, are annoyed > fellow users of OTRS. >

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OTRS Webmail client non-functional. REPOST
by Mark Nernberg 11 Oct '07

11 Oct '07

This is a repost, as there has been no positive response. This is now the FOURTH TIME I am posting! Getting some reasonable answer would be nice. I have a new deployment of OTRS 2.2.3, with the OTRS Webmail client (v. 0.11.2). The Webmail client is disfunctional. The INBOX and other mailboxes work correctly. I can send mail with no problem, also. But, when clicking on a message to display it, I get the OTRS screen, and a "View" menu (with back/reply/reply-all/plain/delete), and a small grey area marked "options", but the message never displays. If someone would like, I'll include a screenshot. There are no apparent errors showing in my Apache error log, nor in the system message log. The only error message is from the OTRS log: Wed Oct 10 10:19:19 2007 notice OTRS-CGI-10 Totally empty attachment part (1) In MS-Outlook, or any one of a number of webmail clients, there's no problem, so its not a structural issue with the email itself. Advice, anyone? -- Mark J. Nernberg

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.sopm Improvement - ModuleRequired
by Martin Edenhofer 10 Oct '07

10 Oct '07

Hi, JFI, the current CVS head includes an improvement of the .sopm parameters. ModuleRequired ============== To define Perl modules which must be installed before you can install the .opm file. It's a optional paramerter. Example: -------- <ModuleRequired Version="1.03">Encode</ModuleRequired> <ModuleRequired Version="5.32">MIME::Tools</ModuleRequired> For more info see: http://doc.otrs.org/developer/2.3/en/html/c1191.html#package-module-required -Martini ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!

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Re: [otrs] Standard Types and Queues
by Laurent Minost 08 Oct '07

08 Oct '07

Hi, Sure ! :) This is now some few days I did this modification so I can't remember well which files were modified so : - you will find attached modified dtl and pm for OTRS v2.2.2 Customer's frontend, just do a diff with the original OTRS 2.2.2 dist files or with your already customized files, it will give you my own modifications ( and maybe other modifications about other things, my OTRS is far from the original 2.2.2 by now ...) - if you think there is something missing, don't hesitate to contact me back, I will check again the code to find all needed modifications. Have fun. Best regards, Laurent Minost Luis Wong a écrit : > > *I have this exactly same problem. Can you please share your code > modifications?* > > > *Thank you,* > > > *Luis* > > > * * > > > *[otrs] Standard Types and Queues* > > *Laurent Minost* lminost at denyall.com > <mailto:otrs%40otrs.org?Subject=%5Botrs%5D%20Standard%20Types%20and%20Queues&In-Reply-To=01b801c7f5e2%24d71d63b0%248e04a8c0%40nettezza> > /Thu Sep 13 11:07:33 GMT 2007/ > > * Previous message: [otrs] Standard Types and Queues > <http://lists.otrs.org/pipermail/otrs/2007-September/020313.html> > * Next message: [otrs] Standard Types and Queues > <http://lists.otrs.org/pipermail/otrs/2007-September/020316.html> > * *Messages sorted by:* [ date ] > <http://lists.otrs.org/pipermail/otrs/2007-September/date.html#20314> > [ thread ] > <http://lists.otrs.org/pipermail/otrs/2007-September/thread.html#20314> > [ subject ] > <http://lists.otrs.org/pipermail/otrs/2007-September/subject.html#20314> > [ author ] > <http://lists.otrs.org/pipermail/otrs/2007-September/author.html#20314> > > > ------------------------------------------------------------------------ > > Hi Gabriele, > > > > Thanks for your answer. > > > > This parameter CustomerPanelOwnSelection allows to set Queues for which > > Customers will have access through drop-down menu but it doesn't permit > > me : > > - to set the default queue > > - to avoid having this default queue set to '-' which is hard coded and > > added when drop-down menu is displayed > > > > That's why I did some modifications on the code :( > > > > Best regards, > > > > Laurent MINOST > > > > Le jeudi 13 septembre 2007 à 10:48 +0200, Gabriele D'Andrea a écrit : > >>/ > i want to Speed up the Ticket Typing Procedure.. Most Tickets ( we/ > >>/ > mostly use Telephone Tickets ) have the same Type ( "Problem" ) and/ > >>/ > go the same Queue. But in OTRS the preselcetion for those Fileds is/ > >>/ > "-" and you have to Click on "Problem" and the right Queue. / > >>/ Look if there are some options to insert default values in SysConfig/ > >>/ -> Ticket -> Frontend::Agent::Ticket::ViewPhoneNew/ > >>/ / > >>/ > I was having the same problem with Customer frontend, when creating/ > >>/ a / > >>/ > new ticket, default queue needs to be selected and we use only/ > >>/ one.../ > >>/ / > >>/ In SysConfig -> Ticket -> Frontend::Customer::Ticket::ViewNew edit the/ > >>/ following option inserting the queue you want your customers to use / > >>/ / > >>/ CustomerPanelOwnSelection: / > >>/ Here you can insert the Queues, which the customer can select in the/ > >>/ Customer-Interface. / > >>/ Etichetta/ > >>/ / > >>/ Content/ > >>/ / > >>/ / > >>/ / > >>/ / > >>/ / > >>/ / > >>/ / > >>/ Hope this helps/ > >>/ Gabriele/ > >>/ ----- Original Message ----- / > >>/ From: Laurent Minost / > >>/ To: User questions and discussions about OTRS.org / > >>/ Sent: Wednesday, September 12, 2007 2:19 PM/ > >>/ Subject: Re: [otrs] Standard Types and Queues/ > >>/ / > >>/ / > >>/ / > >>/ Hi,/ > >>/ / > >>/ I was having the same problem with Customer frontend, when/ > >>/ creating a new ticket, default queue needs to be selected and/ > >>/ we use only one.../ > >>/ Didn't find a solution so I modified source code for it to/ > >>/ avoid adding "-" entry. Maybe it's the same for you./ > >>/ If you find a solution or modify the code, I will be/ > >>/ interested by your final resolution :)/ > >>/ / > >>/ Thanks./ > >>/ / > >>/ BR,/ > >>/ / > >>/ Laurent MINOST/ > >>/ / > >>/ / > >>/ Le mercredi 12 septembre 2007 à 13:07 +0200, Buechling, Thomas/ > >>/ a écrit : / > >>/ / > >>/ > Hallo! / > >>/ > i want to Speed up the Ticket Typing Procedure.. Most/ > >>/ > Tickets ( we mostly use Telephone Tickets ) have the same/ > >>/ > Type ( "Problem" ) and go the same Queue. But in OTRS the/ > >>/ > preselcetion for those Fileds is "-" and you have to Click/ > >>/ > on "Problem" and the right Queue. / > >>/ > Is there a way set Standard Values for those Fileds? / > >>/ > I cant find Anything in Sysconfig... / > >>/ > Thank You! / > >>/ > Freundliche Grüße / > >>/ > / > >>/ > i. A. Thomas Büchling / > >>/ > Praktikant / IT-Services / > >>/ > / > >>/ > Tel +49 (0)561/ 4991 -125 / > >>/ > Fax +49 (0)561/ 4991 -93125 / > >>/ > thomas_buechling at rudolph-log.de <http://lists.otrs.org/cgi-bin/listinfo/otrs> / > >>/ > http://www.rudolph-log.de / > >>/ > http://www.logeon.net / > >>/ > -------------------------------------- / > >>/ > Rudolph Logistik Gruppe / > >>/ > -------------------------------------- / > >>/ > Rudolph Holding GmbH / > >>/ > Harzweg 10 / > >>/ > D 34225 Baunatal / > >>/ > / > >>/ > Amtsgericht Kassel HRB 6548 / > >>/ > Geschäftsführer: Jürgen Rudolph, Werner Rudolph, Torsten/ > >>/ > Rudolph, Peter Malkomeß / > >>/ > ------------------------------------- / > >>/ > Abonnieren Sie unseren Newsletter RudolphREPORT unter/ > >>/ > http://www.rudolph-log.de/aktuelles/aktuelles.cfm / > >>/ > / > >>/ > / > >>/ / > >>/ / > >>/ / > >>/ ______________________________________________________________/ > >>/ / > >>/ _______________________________________________/ > >>/ 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 or consulting for your OTRS system?/ > >>/ => http://www.otrs.com// > > # -- # CustomerTicketMessage.dtl - provides HTML form for customer message # Copyright (C) 2001-2007 OTRS GmbH, http://otrs.org/ # -- # $Id: CustomerTicketMessage.dtl,v 1.10 2007/06/18 09:33:57 martin Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (GPL). If you # did not receive this file, see http://www.gnu.org/licenses/gpl.txt. # --  <script language="JavaScript" type="text/javascript">  else if (document.compose.$Data{"TicketFreeTextField"}.value == "") { alert('$JSText{"A required field is:"} ' + document.compose.$Data{"TicketFreeKeyField"}.value + '!'); document.compose.$Data{"TicketFreeTextField"}.focus(); return false; }  else { return true; } } //--> </script> <table border="0" width="100%" cellspacing="0" cellpadding="3"> <tr> <td class="mainhead"> $Env{"Box0"}$Text{"new ticket"}$Env{"Box1"} </td> </tr> <tr> <td class="mainbody"> <br> <table border="0" width="900" align="center" cellspacing="0" cellpadding="4"> <tr> <td colspan="2" class="contenthead">$Text{"Options"}</td> </tr> <tr> <td class="contentbody"> <form action="$Env{"CGIHandle"}" method="post" name="compose" enctype="multipart/form-data"> <input type="hidden" name="Action" value="$Env{"Action"}"> <input type="hidden" name="Subaction" value="StoreNew"> <input type="hidden" name="Expand" value=""> <input type="hidden" name="FormID" value="$QData{"FormID"}"> <table border="0">  <tr> <td class="contentkey">$Text{"Type"}:</td> <td class="contentvalue"> $Data{"TypeStrg"}</td> </tr>  <tr> <td width="15%" class="contentkey">$Text{"To"}:</td> <td width="85%" class="contentvalue"> $Data{"ToStrg"} <font color="red" size="-2">$Text{"$Data{"Queue invalid"}"}</font> </td> </tr> # <tr> <td class="contentkey">$Text{"Cc"}:</td> <td class="contentvalue"> <input type="text" name="Cc" value="" size="70"> <font color="red" size="-2">$Text{"$Data{"Cc invalid"}"}</font> </td> </tr> # <tr> # <td class="contentkey">$Text{"Bcc"}:</td> # <td class="contentvalue"> # <input type="text" name="Bcc" value="" size="70"> # <font color="red" size="-2">$Text{"$Data{"Bcc invalid"}"}</font> # </td> # </tr> # <tr> <td class="contentkey">$Text{"Subject"}:</td> <td class="contentvalue"> <input type="text" name="Subject" value="$QData{"Subject"}" size="70"> <font color="red" size="-2">$Text{"$Data{"Subject invalid"}"}</font> </td> </tr>  <tr> <td class="contentkey">$Text{"Service"}:</td> <td class="contentvalue"> $Data{"ServiceStrg"}</td> </tr>   <tr> <td class="contentkey">$Text{"SLA"}:</td> <td class="contentvalue"> $Data{"SLAStrg"}</td> </tr>  <tr> <td class="contentkey">$Text{"Text"}:</td> <td class="contentvalue"> <textarea name="Body" rows="15" cols="$Config{"Ticket::Frontend::TextAreaNote"}" wrap="$Env{"BrowserWrap"}">$QData{"Body"}</textarea> <font color="red" size="-2">$Text{"$Data{"Body invalid"}"}</font> </td> </tr> <tr> <td class="contentkey">$Text{"Attachment"}:</td> <td class="contentvalue"> <table cellspacing="0" cellpadding="0" width="400">  <tr> <td>$QData{"Filename"}</td> <td>$QData{"Filesize"}</td> <td align="right"> <input class="button" type="submit" name="AttachmentDelete$QData{"FileID"}" value="$Text{"Delete"}"> </td> </tr>  <tr> <td colspan="2"><input name="file_upload" type="file" size="40" class="fixed"></td> <td align="right"> <input class="button" type="submit" name="AttachmentUpload" value="$Text{"Attach"}"> <a name="attachment"></a> </td> </tr> </table> </td> </tr>  <tr> <td class="contentkey">$Text{"Priority"}:</td> <td class="contentvalue"> $Data{"PriorityStrg"}</td> </tr>   <tr> <td class="contentkey">$Data{"TicketFreeKeyField"}:</td> <td class="contentvalue">$Data{"TicketFreeTextField"}</td> </tr>  # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField1"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField1"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField2"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField2"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField3"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField3"}</td> # </tr> # <tr> # <td class="contentkey">$Data{"TicketFreeKeyField4"}:</td> # <td class="contentvalue">$Data{"TicketFreeTextField4"}</td> # </tr>  <tr> <td class="contentkey">$Text{"$QData{"TicketFreeTimeKey"}"}:</td> <td class="contentvalue">$Data{"TicketFreeTime"}</td> </tr>  # <tr> # <td class="contentkey">$Text{"$Config{"TicketFreeTimeKey1"}"}:</td> # <td class="contentvalue">$Data{"TicketFreeTime1"}</td> # </tr> # <tr> # <td class="contentkey">$Text{"$Config{"TicketFreeTimeKey2"}"}:</td> # <td class="contentvalue">$Data{"TicketFreeTime2"}</td> # </tr> </table> </td> </tr> <tr> <td class="contentfooter"> <input class="button" accesskey="g" type="submit" value="$Text{"Submit"}" onclick="return submit_compose();"> </td> </tr> </table> </form> <br> </td> </tr> </table>

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How to use the ACL's based in a method?
by Eduardo Raffoul 01 Oct '07

01 Oct '07

Hi. In my job we are developing some new features to OTRS, one of them is the capability to close a ticket only when the childrens (and i mean all the referenced or linked childrens) have been closed succesfully, according to some rules configured by the admin. I know that with the ACL's i can avoid the closing of tickets, but only based on ticket attributes. The other way i'm evaluating is to build a module that responses to the event "TicketStateUpdate" and, if the ticket is suposed to not be closed according to the rules mentioned above, the module would "undo" the close event. What i want to know if its possible to use the ACL's to do this (this is, use the ACL's based not in a ticket attribute, but based in a method), something like this: $Self->{TicketAcl}->{'ACL-Name-1'} = { # match properties Properties => { # current ticket match properties Ticket => { Kernel::Modules::SomeMethodThatVerifyRules(); } }, ..... I have other question, about the EventHandler. Does it responds to the event after or before that the event has been done??? Thank you very much.

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