November 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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Re: Re: [dev] Fatal error on /Kernel/System/Config.pm line 1325
by Eduardo Raffoul 03 Jan '08

03 Jan '08

Hello Christian, Christian Schoepplein wrote: > Date: Tue, 13 Nov 2007 16:27:56 +0100 > From: Christian Schoepplein <christian.schoepplein(a)otrs.com> > Hi Eduardo, > > On Di, Nov 13, 2007 at 10:18:48 -0500, Eduardo Raffoul wrote: > > I have been having some troubles with otrs, specificically after > logging > > in and when i go into the AdminSysConfig Module. The system crashes > and > > trhows this error: > > > > [Tue Nov 13 10:44:07 2007] -e: Attempt to free unreferenced scalar: SV > > 0xbcd788dc, Perl interpreter: 0xbc365e98 at > > /opt/otrs//Kernel/System/Config.pm line 13 > > 25. > > [...] > > [Tue Nov 13 10:44:07 2007] -e: Attempt to free unreferenced scalar: SV > > 0xbc94ffe8, Perl interpreter: 0xbc365e98 at > > /opt/otrs//Kernel/System/Config.pm line 13 > > 25. > > [Tue Nov 13 10:44:08 2007] [notice] child pid 4500 exit signal > > Segmentation fault (11) > > > > Sometimes the SegFault comes with several memory pointers errors. This > > happens with Perl 5.8.8-25 (at least) and newer versions. I already > > reported this as a bug but, but someone has seen this before and how > to > > fix it? > > Which OTRS version are you using and on what operating system is OTRS > running? See also > > http:(//faq.otrs.org/otrs/public.pl?Action=PublicFAQ&ItemID=252 > > please, maybe that solves your problem. > > > Kind regards, > > Christian > > > -- > ((otrs)) :: OTRS AG :: Europaring 4 :: 94315 Straubing > Fon: +49 (0) 9421 568180 :: Fax: +49 (0) 9421 56818 18 > http://www.otrs.com/ :: Communication with success! This happened with OTRS 2.2.3 and 2.2.4, usign Fedora Core 7 and Core 8. The problem occurred after upgrading perl packages (as i said, this happens with perl 5.8.8-25 (at least)) with Fedora Core 7, then i upgraded to Fedora Core 8 (i was thinking that could be a problem related with the OS), but OTRS crashed with that OS too (Fedora 8, of course, has new perl packages by default). Then i changed to CentOS 5 (which uses older perl versions) and everything runned fine. After this, i made some tests in other machine with Fedora Core 7 with a fresh installation of OTRS::ITSM 1.0.4, and everything was fine until perl upgrade was made. Then i realized that the problem was related with the new perl package. Actually, searching over the internet, i found this https://bugzilla.altlinux.org/show_bug.cgi?id=13366 (it's greek, but you can see that it reports the same crash than me, less than a week ago, when the perl packages was released). I already reported this bug to the otrs bugzilla (right now otrs domain seems to be down, but i'll send you the bug id).

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FW: [otrs] Making a custom module
by Mikhail Pauw 30 Nov '07

30 Nov '07

Hi otrs developers, I posted the message below on the otrs@otrs list, but they referred me to here. You guys are supposed to be better informed about this stuff. Hope you can help me. Thanks in advance, Mikhail -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: vrijdag 30 november 2007 11:06 To: User questions and discussions about OTRS.org Subject: Re: [otrs] Making a custom module Mikhail Pauw wrote: > We are using OTRS now for a couple of months and benefited a lot of > it. Recently we held a review sessions and one thing that most of > our users encountered as annoying where the little things in their > daily routine. Such as every time a new ticket comes in three steps > has to be taken: 1. change queue, 2. change owner, 3. change > responsible. What they really like to see that they can do that in > one page (step). > > So I've started on it by making the .pm file in kernel\modules, > the .dtl in output\html and added a link in the ticketzoom page so > they can access the page. Now when I click the link I get the error > shown bellow. I looked on the web but I cannot find a lot of > information about this subject. > > My question is how can as easily as possible add a new page (module) > to the otrs system? What are best practices? And so on... You might want to subscribe to the OTRS developers mailinglist: http://lists.otrs.org/cgi-bin/listinfo/dev We are just mere mortal users. :o) Nils Breunese. P.S. We use separate e-mail addresses for each queue and don't use the responsible feature, so our agents just need to click 'Lock' to start working on a ticket. Of course everyone's setup is different. Good luck on your module. _______________________________________________ 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/

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About Event "ArticleCreate" and "TicketCreate"
by Eduardo Raffoul 28 Nov '07

28 Nov '07

Hi everyone, I'm developing a functionality that alerts (send a notification) some users when a high priority ticket is created or moved into some queue. But i have this problem: I am triggering the function when the Event "TicketCreate" (or "MoveTicket") occurs, and if the ticket accomplish the rules in the database (priorityID and queueID) it sends the notifications to the configured recipients. When it occurs after a "MoveTicket" event, runs fine and sends the notification properly. But the problem is that OTRS uses the article table to create the notification (build the subject and the body), and the creation of the article row to the new ticket (in the database) occurs after the action triggered by "TicketCreate". In other words, 1.- A ticket is created and TicketCreate triggers my Event response. 2.- My function tries to look into the article table with the given TicketID (but there is still no article row for that TicketID) to build the subject and body of the notification. 3.- My function sends an incomplete notification (with no subject and no body). 4.- After my event response function completes its job, the article row to that TicketID is created in the database (thats why it works fine with "MoveTicket" event, it finds an article row to the given TicketID). I am thinking in trigger my function after "ArticleCreate" instead of "TicketCreate", but now the problem is ¿how i know that an article was created because of a ticket was created before? Hope to be clear :-) Thanks, Eduardo Raffoul

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Error in scripts/rpc-example.pl?
by Eduardo Raffoul 28 Nov '07

28 Nov '07

Hi everybody, I'm right now developing a module to connect an network manager with OTRS usign the RPC feature. But, when i try to run scripts/rpc-example.pl i got empty returns in the variables; in other words, i got this: [eraffoul@pasante scripts]$ ./rpc-example.pl NOTICE: TicketObject->TicketCreateNumber() Use of uninitialized value in concatenation (.) or string at ./rpc- example.pl line 33. NOTICE: New Ticket Number is: NOTICE: TicketObject->TicketGet(TicketID => 1) Use of uninitialized value in concatenation (.) or string at ./rpc- example.pl line 38. NOTICE: Ticket Number is: Use of uninitialized value in concatenation (.) or string at ./rpc- example.pl line 39. NOTICE: Ticket State is: Use of uninitialized value in concatenation (.) or string at ./rpc- example.pl line 40. NOTICE: Ticket Queue is: Any idea??

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commercial extensions/add-ons
by Alex Mihicinac 28 Nov '07

28 Nov '07

Hi, is it possible to hire OTRS development team for making some system extensions or custom add-ons? I'm asking on behalf of Terena Mobility Taskforce (GN2-SA5). The biggest deal on the wish list is making two or more OTRS systems to interact. With simple words, besides moving tickets between queues, moving between OTRS systems would be possible too. Any kind of information would be more than appreciated. -- Best regards, Alex Mihicinac <alexm(a)arnes.si> ARNES, Jamova 39, SI-1000 Ljubljana, Slovenia T: +386 1 479 88 00, F: +386 1 479 88 01 W: http://www.arnes.si

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CreateTicket2-n.pl perl ticket interface OTRS 2.2.3
by Partington, Eric 23 Nov '07

23 Nov '07

Hello Dev's, I have been trawling the lists and google to find a solution to my problem but have been unable to find anything to get me further than I am. I found this script on the dev list from a while back and I have been trying to adapt it to work with OTRS 2.2.3 to create a ticket via perl. The script is exactly where I need to start to help integrate the OTRS system into our workflow here. The script is shown below but the error message when I run it from /opt/otrs/bin/CreateTickets2-n.pl is: [853232650@localhost bin]$ pwd /opt/otrs/bin [853232650@localhost bin]$ ./CreateTicket2-n.pl Got no LogObject! at /opt/otrs/Kernel/System/Time.pm line 70, <PRODUCT> line 4. -rwxrwxr-x 1 apache apache 2657 Nov 22 21:27 CreateTicket2-n.pl I am sure the thing I am missing is very simple but I am at a loss as to where to proceed. The CVS public API seems very straight forward but I cant get past the very basic point where I am. Any pointers as to how to create a basic ticket with article from Perl using the API would be very appreciated. Thanks for your help #!/usr/bin/perl -w # -- # create ticket with an article # Copyright (C) # -- # $Id: otrs.addUser,v 1.8 2003/03/06 22:11:59 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. # -- use File::Basename; use FindBin qw($RealBin); use lib dirname($RealBin); use lib dirname($RealBin)."/Kernel/cpan-lib"; use Kernel::Config; use Kernel::System::Time; use Kernel::System::Log; use Kernel::System::DB; use Kernel::System::Ticket; my $ConfigObject = Kernel::Config->new(); my $TimeObject = Kernel::System::Time->new( ConfigObject => $ConfigObject, ); my $LogObject = Kernel::System::Log->new( ConfigObject => $ConfigObject, LogPrefix => "CreateTicket.pl", ); my $DBObject = Kernel::System::DB->new( ConfigObject => $ConfigObject, LogObject => $LogObject, ); my $TicketObject = Kernel::System::Ticket->new( ConfigObject => $ConfigObject, LogObject => $LogObject, DBObject => $DBObject, TimeObject => $TimeObject, ); my $TicketID = $TicketObject->TicketCreate( TN => $TicketObject->TicketCreateNumber(), Queue => 'Raw', Lock => 'unlock', GroupID => 1, Priority => '3 normal', State => 'new', CustomerNo => '', CustomerUser => '', UserID => 1, # current owner CreateUserID => 1, ); print "Ticket (TicketID:$TicketID) created.\n"; if ($TicketID) { my $ArticleID = $TicketObject->ArticleCreate( TicketID => $TicketID, ArticleType => 'note-external', # email-external|email-internal|phone|fax|... SenderType => 'customer', # agent|system|customer From => 'Some Agent <email(a)example.com>', # not required but useful To => 'Some Customer A <customer-a(a)example.com>', # not required but useful Cc => 'Some Customer B <customer-b(a)example.com>', # not required but useful Subject => 'some short description', # required Body => 'the message text', # required ContentType => 'text/plain; charset=ISO-8859-15', HistoryType => 'EmailCustomer', # EmailCustomer|Move|AddNote|PriorityUpdate|WebRequestCustomer|... HistoryComment => 'Some free text!', UserID => 1, ); print "Article (ArticleID:$ArticleID) aded to TicketID $TicketID.\n"; } exit (0); > Security Monitoring and Compliance > Infrastructure Security Services > RBC Royal Bank of Canada Tel: 416-348-4429 _______________________________________________________________________ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier électronique est confidentiel et protégé. L'expéditeur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) désigné(s) est interdite. Si vous recevez ce courrier électronique par erreur, veuillez m'en aviser immédiatement, par retour de courrier électronique ou par un autre moyen.

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Need new privileges to submit a ticket?
by Sébastien Prud'homme 22 Nov '07

22 Nov '07

Hi, When i try to add a new ticket for Puppet, Trac say i need the TICKET_CREATE_SIMPLE privilege. This is the first time i see this problem (i've yet submitted some tickets with my Trac account). Is this normal ?

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Q: Cron: Message: Need User or UserID! - $HOME/bin/PendingJobs.pl
by Håvard Sørli 21 Nov '07

21 Nov '07

Anny suggested solutions ? ---------------------- From: root@localhost (Cron Daemon) To: otrs@localhost Subj: Cron <otrs@localhost> $HOME/bin/PendingJobs.pl >> /dev/null ERROR: OTRS-PendingJobs-10 Perl: 5.8.5 OS: linux Time: Tue Oct 23 08:45:04 2007 Message: Need User or UserID! Traceback (16703): Module: Kernel::System::User::GetUserData (v1.64) Line: 126 Module: Kernel::System::Ticket::Article::SendAgentNotification (v1.147) Line: 1785 Module: /opt/otrs/bin/PendingJobs.pl (v1.27) Line: 178 ----------------------- If I run $HOME/bin/PendingJobs.pl from the command line as the otrs user, then it works. No errors. ----- $ cat pending_jobs # -- # cron/pending_jobs - pending_jobs cron of the OTRS # Copyright (C) 2001-2006 OTRS GmbH, http://otrs.org/ # -- # $Id: pending_jobs.dist,v 1.9 2006/10/20 16:46:14 mh 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. # -- # check every 120 min the pending jobs 45 */2 * * * $HOME/bin/PendingJobs.pl >> /dev/null -- Thank for your help ! hs

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