December 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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otrs and fcgi first step
by Aleksandar Lazic 27 Dec '07

27 Dec '07

Hi, here are know the first steps for a better integration with nginx (http://nginx.net/) and lighty (http://www.lighttpd.net/). They are able to connect to fast-cgi (fcgi) backends and the fcgi can behave like a apache with mod_perl ;-) The files are: index_new.fpl => the starting point it forks 5 (n_processes), write a pidfile (pid_fname). In this file depending on the request uri ($ENV{'REQUEST_URI'}) the different interfaces will be called. fcgi-startup.pl => is mainly a copy from apache2-httpd-new.include.conf otrs-2.2.4.diff => I have changed some small parts in the otrs System an this are the diffs. otrs.nginx.conf => nginx configfile. Please pay attention that the socket (fastcgi_pass && FCGI_SOCKET_PATH) is rw for both users (otrs && nginx). TODOs: I have only tested it with a small setup. Better and bigger testing. Documentation. start/stop script. I try to decide which process managment system to us, please can somebody help to find a 'good' way which you can go. POE::Component::Pool::Thread (http://search.cpan.org/~tag/POE-Component-Pool-Thread-0.015/Thread.pm) PTools::Proc::NWay http://search.cpan.org/~ccobb/PTools-Proc-NWay-0.09/lib/PTools/Proc/NWay.pm Daemon::Generic http://search.cpan.org/~muir/Daemon-Generic-0.51/lib/Daemon/Generic.pod Generic POE solution e.g. http://poe.perl.org/?POE_Cookbook/Web_Server_With_Forking DJB's Daemontools http://cr.yp.to/daemontools.html Other Ideas ;-) Please tell me what you think and if this is the way otrs is able to go ;-) Thanks & greetings Aleks

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otrs and some Ideas
by Aleksandar Lazic 20 Dec '07

20 Dec '07

Hi, I have seen that there is a fcgi-bin in bin dir but the the benefit of a persitance process isn't there :-( e.g. Persist DB connections What do you think about some patches for the *fpl files and the Kernel::System::DB to be able to have such a feature ;-)? Maybe you have some plans to rethink the cgi only base to be able to run as 'server' and as cgi program ;-) Cheers Aleks

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Peragrine interface
by Håvard Sørli 20 Dec '07

20 Dec '07

"Freerk Kalsbeek" <f.kalsbeek(a)mindswitch.nl> wrote: > One of our customers has it's own first line helpdesk. For the > services we provide we need an interface to their system (peragrine) > for retrieving incidents and obviously closing them in their system > once we closed them in OTRS. Interesting. I have a similar case - but the application in question is not the same. The client use FogBugz (http://www.fogcreek.com/FogBugz/) Could this integration be done in a way that makes it easier to "talk to other systems" in general? -- Håvard Sørli

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Peragrine interface
by Freerk Kalsbeek 20 Dec '07

20 Dec '07

Hi, One of our customers has it's own first line helpdesk. For the services we provide we need an interface to their system (peragrine) for retrieving incidents and obviously closing them in their system once we closed them in OTRS. Has anyone already worked on such an interface or wants to work on it with us? Regards, Freerk

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Re: dev Digest, Vol 53, Issue 5
by Charles Kennedy 17 Dec '07

17 Dec '07

Hi Eduardo, Thanks for the insight, I did a ACL with the filters. But the ACL only filter in the server-side. I still need the options in the combobox (client-side) filtered. I'm looking where in the "Kernel/Modules/AgentTicketBulk.pm" the options are selected from database. But, my boss want the filter's criteria stored in the database, so I don't know if this will be the better option. But thank you any way. Regards, Charles K. Schulz > Date: Fri, 14 Dec 2007 11:37:06 +1930 > From: "Eduardo Raffoul" <eraffoul(a)gmail.com> > Subject: Re: [dev] Filtering options in Bulk-Action screen > To: "Development community of OTRS.org" <dev(a)otrs.org> > Message-ID: > <35f54d230712130807v49df35eave7d39806c1aaf0ee(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Hello Charles, > > You should look on the Kernel/Modules/AgentTicketBulk.pm. But, depending on > what kind of filter you want to apply, you could build ACL's to create your > own workflow. > > Greetings, > Eduardo Raffoul > > 2007/12/14, Charles Kennedy <ckschulz(a)gmail.com>: > > > > Hi everyone, > > > > I need to filter the options of the combobox "Next ticket state" in > > the Bulk-Action screen. > > > > The options will change depending on the actual state of the ticket > > and the actual user agent. > > > > I read the documentation, but i didn't realize how I can do that. Can > > someone give me a idea? > > > > Regards, > > Charles K. Schulz > > > > > > P.S.: The version that we're using is 2.1.5

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rpc-example.pl not working
by Samer Bechara 14 Dec '07

14 Dec '07

Hello, I have a problem with rpc-example.pl not working. I have configured the rpc user/pass from the otrs admin , but still doesn't work. My error log shows: [Fri Dec 14 11:22:33 2007] [error] [client 127.0.0.1] Use of uninitialized value in pattern match (m//) at /usr/lib/perl5/site_perl/5.8.8/SOAP/Transport/HTTP.pm line 411, <PRODUCT> line 4. [Fri Dec 14 11:22:33 2007] [error] [client 127.0.0.1] Use of uninitialized value in pattern match (m//) at /usr/lib/perl5/site_perl/5.8.8/SOAP/Transport/HTTP.pm line 411, <PRODUCT> line 4. [Fri Dec 14 11:22:34 2007] [error] [client 217.151.224.29] Premature end of script headers: rpc-example.pl TicketCounter.log increments by one after the script is executed, but I get no output, nor I could see new tickets in otrs. Thank you, Samer

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Error in scripts/rpc-example.pl?
by Freerk Kalsbeek 13 Dec '07

13 Dec '07

Hi all, I'm new to this list, so it seemed quite ok to introduce myself with a solution to this issue. First: Check that the SOAP::User and SOAP::Password configuration values are set. You can do this by logging in with your admin user Select Admin from the main menu. Select Misc->SysConfig In Group Selection: Select Framework and click Show From the results: Select Core::SOAP Enable and set the values for SOAP User and Password. Retry to run the rpc-example.pl with the just configured soap user and password If than the TicketCreateNumber still shows no number make sure that your apache user has write access to the otrs/var/log/TicketCounter.log Good luck Freerk > Hi Eduardo, > > hmm... thats really strange. It looks like an problem in SOAP::Lite. > But I do not have any idea. :-/ > > -Martin > > On Nov 21, 2007, at 9:47 PM, Eduardo Raffoul wrote: > >> Hi Mr. Edenhofer, >> >> I just installed SOAP::Lite via CPAN, changed this lines in >> /scripts/rpc-example.pl >> >> use SOAP::Lite('autodispatch', proxy => >> 'http://localhost/otrs/rpc.pl' ); >> my $User = 'root at localhost'; >> my $Pw = 'root'; >> >> and doesn't works out. The apache log says this: >> >> [Wed Nov 21 16:42:27 2007] [error] [client 127.0.0.1 ] Use of >> uninitialized value in pattern match (m//) at >> /usr/lib/perl5/site_perl/5.8.8/SOAP/Transport/HTTP >> .pm line 411, <PRODUCT> line 4. >> [Wed Nov 21 16:42:27 2007] [error] [client 127.0.0.1] Use of >> uninitialized value in pattern match (m//) at >> /usr/lib/perl5/site_perl/5.8.8/SOAP/Transport/HTTP >> .pm line 411, <PRODUCT> line 4. >> [Wed Nov 21 16:42:28 2007] [error] [client 127.0.0.1] Use of >> uninitialized value in pattern match (m//) at >> /usr/lib/perl5/site_perl/5.8.8/SOAP/Transport/HTTP >> .pm line 411, <PRODUCT> line 4. >> >> But i can't see anything wrong in the refered file. >> >> >> 2007/11/21, Martin Edenhofer <me at otrs.com>: Hi Eduardo, >> >> is there some information in the OTRS log? Maybe authentication >> problems on the rpc.pl on the OTRS server site. >> >> Greetings, >> >> -Martin >> >> On Nov 21, 2007, at 4:20 PM, Eduardo Raffoul wrote: >> >> > Hi everybody, >> > >> > I'm right now developing a module to connect an network manager with >> > OTRS usign the RPC feature. But, when i try to run scripts/rpc- >> > example.pl i got empty returns in the variables; in other words, i >> > got this: >> > >> > [eraffoul at pasante scripts]$ ./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?? >> > _______________________________________________ >> > 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 >> >> _______________________________________________ >> 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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