March 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] PostmasterMailAccount_0.1.0
by Torsten Thau 03 Aug '07

03 Aug '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi otrs-dev, I removed a few bugs and made some improvements (well, at least that's what I think :)). However, I'd like to announce the new version for the postmaster mail account package which is supposed to access POP3(S) and IMAP(S) mail accounts. Please feel free to download and evaluate it. Any comments, ideas for improvements or hints/bugfixes for mistakes I may have made are welcome. http://www.cape-it.de/download/Postmaster%20Mail%20Account-0.1.0.opm http://www.cape-it.de/download/Postmaster%20Mail%20Account-0.1.0.opm.gz 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 v1.4.3 (GNU/Linux) iD8DBQFGA6PcvXo8m5PgoXQRAum3AJ9l4uHzgrGKbDz+pnPYVqFzpL4aAQCfeshT mpBxU9xolTiBZ8eRAZVkAJc= =tsc/ -----END PGP SIGNATURE-----

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forwarding a note
by Alexander Scholler 02 Apr '07

02 Apr '07

Hi, one question, especially to the ((otrs)) people. Until early 2.1-versions of OTRS, it was possible to forward notes (meaing display a note in ticket-zoom and then click on forward => a mail was composed with the note inserted with a prefixed character below). During 2.1-versions, action-links on agent-gui disappeared if access to this actions was restricted (bugfix). Since then, the "forward"-link on notes is no longer present, although the forward-action can be manually accessed with the URL (changing Action=AgentTicketZoom in Action=AgentTicketForward). What is your intention: (a) Shall it not be possible to forward notes (much to my regret)? (b) Is it a bug that the forward-link is missing, or can it be configured to be displayed? Bye, Alex

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Re-2: [dev] Nagios-filter / Nagios integration
by Stefan Tröndle / EDV:Systemhaus Tröndle 27 Mar '07

27 Mar '07

Hello Bodo, by doing some research on my own in the last days I've stumbled over another problem. All the RSS-readers I have tested are caching the news topics. When a ticket is closed, and the ticket is no longer listed in the rss-feed, the entry in the RSS-reader persists and is not deleted. I experienced this problem with IE7-RSS-Reader, Thunderbird RSS-Reader, Klipfolio. I have been accessing the OTRS-database via a PERL-SOAP-Access-Script and created the feed with XML::RSS. Authentication was no issue with our installation as it is installed on an internal server with 3 agents who do have access to all queues. Für Rückfragen stehe ich Ihnen gerne zur Verfügung. Mit freundlichen Grüßen Stefan Tröndle Dipl.-Inform. (FH) s.troendle(a)troendle.de --------------------------------------------- EDV:Systemhaus Tröndle - providing solutions! Marianne Tröndle Josef-Schüttler-Straße 53 78224 Singen Fon +49 (0)7731 64433 Fax +49 (0)7731 68559 Internet http://www.troendle.de -------- Original Message -------- Subject: Re: [dev] Nagios-filter / Nagios integration (27-Mrz-2007 14:35) From: Bodo Bauer <bb(a)otrs.com> To: stefan > Hi, > > in a brief internal chat about the idea of RSS feeds for OTRS one > interesting issue came up: What about authentication?. Googling the > issue I got the impression that the only way to restrit access to RSS > feeds is using HTTP Basic Auth. Which in itself is not the problem. I > think we cover that in OTRS by setting/checking the referring headers. > > The question is if all RSS clients can deal with this? Has anybody here > experience with restricted RSS feeds? > > BB > >

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Nagios-filter / Nagios integration
by Rico Barth 27 Mar '07

27 Mar '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi OTRS-Team, based on the recent discussion with bb I want to explain my ideas and codings for an Nagios-Integration in OTRS. A few months ago I needed a PostMaster-Filter to put nagios messages in a predefined queue. However, this filter does a little more than putting the message in a queue. The filter features are: - - check mail to see if it's a nagios mail - - check if it's a host or service request - - put mail in defined queue as a ticket - - set configurable freetext fields with host/ip/service... - - whenever there are already tickets for a certain nagios message/incident, following nagios messages for this incident are appended to this ticket as new articles - - if the arriving message is a recovery alert the corresponding ticket is closed - - configuration for nagios filter is developed as sysconfig-xml To Dos/ideas A pop-up (or whatever) should be used to inform agents of current nagios incidents without searching for those tickets or accessing the nagios web interface. This little display contains a report something like that: Host IP Service comment ... ... .... ......... It refreshes every x minutes so IT-service agents have up to date information and may help customers with a first qualified response. If you are interested in completing or developing the idea or as a first step to create a package out of it, I'm looking forward for your response. If you are interested in the code just contact me. regards, Rico - -- Dipl.-Math. Rico Barth, Geschäftsführer/Projektleiter c.a.p.e. IT GmbH Annaberger Straße 240 , 09125 Chemnitz phone/fax: +49 371 5347-621 / -625 mobile: +49 176 66680786 mailto: rico.barth(a)cape-it.de , PGP-Key: 0x874C8377 internet: www.cape-it.de Geschäftsführung Rico Barth, Thomas Maier AG Chemnitz, HRB 23192 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) Comment: Made with pgp4pine 1.76 iD8DBQFGAooBmy4UBYdMg3cRAkOaAJ9C4sna8kZEMLbbF2M5+Y4esvTFKACeL5Tx DJhnmxQ2cYKe6qratTccrNY= =YV0O -----END PGP SIGNATURE-----

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Java API to access OTRS from a JAVA application
by Kaiser, Hans 26 Mar '07

26 Mar '07

Hello, is there an java API, so I would be able to access the OTRS API from the java world? E.g. a perl/java bridge, perl web services and so on. best regards

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Search not taking Users <-> Groups into account
by booger＠post.pl 26 Mar '07

26 Mar '07

Hello, OTRS 2.1.6. I've got a few of queues. Some agents should have access to only one of them, not the others. I've done that by "Users <-> Groups" option and it works well. Unfortunately any user using "Search" option can see tickets in other queues. I think that it should search only in queues which the group of Agent has permission to read. Is it possible to do so? -- Arek

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2 SOAP-Questions
by Stefan Tröndle / EDV:Systemhaus Tröndle 26 Mar '07

26 Mar '07

Hello dev-list, I have got 2 SOAP-related questions. 1) I need the unlocked tickets in several specified queues for use in our internal CRM application. I can retrieve the tickets locked by a specific user. I think it can be done by using TicketObject -> TicketSearch but couldn't get it to work respective to return TicketIDs. Other SOAP-Requests work as planned. Has anybody got a working example ? 2) This is probably trickier. Has anybody got an idea, how to use the OTRS-SOAP-interface in PHP ? We develop template-driven PHP-Applications for intranet use for our customers and would like to give them the possibility to open tickets directly in our OTRS. I don't want to use the e-mail-way as I would like to set several free-text-fields during ticket-creation. Samples are appreciated. TIA. Best regards Stefan Tröndle Dipl.-Inform. (FH) s.troendle(a)troendle.de --------------------------------------------- EDV:Systemhaus Tröndle - providing solutions! Marianne Tröndle Josef-Schüttler-Straße 53 78224 Singen Fon +49 (0)7731 64433 Fax +49 (0)7731 68559 Internet http://www.troendle.de

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Re-2: [dev] Nagios-filter / Nagios integration
by Stefan Tröndle / EDV:Systemhaus Tröndle 22 Mar '07

22 Mar '07

Hello together, I would like to see (and would possibly help developing) an RSS-Add-On to OTRS. It would be possible (as bb suggested) to pass a search template as request-string and get an rss-xml-stream returned which could in turn be displayed by every RSS-reader imaginable. This would solve the need for having a webbrowser open all the time and be platform-independent. Best regards Stefan Tröndle Dipl.-Inform. (FH) s.troendle(a)troendle.de --------------------------------------------- EDV:Systemhaus Tröndle - providing solutions! Marianne Tröndle Josef-Schüttler-Straße 53 78224 Singen Fon +49 (0)7731 64433 Fax +49 (0)7731 68559 Internet http://www.troendle.de -------- Original Message -------- Subject: Re: [dev] Nagios-filter / Nagios integration (22-Mrz-2007 15:30) From: Bodo Bauer <bb(a)otrs.com> To: stefan > On Thu, 2007-03-22 at 14:51 +0100, Rico Barth wrote: > > -----BEGIN PGP SIGNED MESSAGE----- > > Hash: SHA1 > > > > > > Hi OTRS-Team, > > > > based on the recent discussion with bb I want to explain my ideas and > > codings for an Nagios-Integration in OTRS. > > > > A few months ago I needed a PostMaster-Filter to put nagios messages in > > a predefined queue. However, this filter does a little more > > than putting the message in a queue. The filter features are: > > > > - - check mail to see if it's a nagios mail > > - - check if it's a host or service request > > - - put mail in defined queue as a ticket > > - - set configurable freetext fields with host/ip/service... > > - - whenever there are already tickets for a certain nagios > > message/incident, following nagios messages for this incident are > > appended to this ticket as new articles > > - - if the arriving message is a recovery alert the corresponding ticket > > is closed > > - - configuration for nagios filter is developed as sysconfig-xml > > This pretty much sums up what I am working at right now. :) > > I didn't distinguish between host and service requests however. If no > service can be identified, service is set to 'Host' (or whatever you > configure it to be) and from that point on 'Host' is treated as any > other service. > > > To Dos/ideas > > > > A pop-up (or whatever) should be used to inform agents of current nagios > > incidents without searching for those tickets or accessing the nagios > > web interface. This little display contains a report something like that: > > > > Host IP Service comment > > ... ... .... ......... > > > > It refreshes every x minutes so IT-service agents have up to date > > information and may help customers with a first qualified response. > > > > If you are interested in completing or developing the idea or as a first > > step to create a package out of it, I'm looking forward for your > > response. If you are interested in the code just contact me. > > I like the idea of what I would call a real-time-ticket-watcher. I see > this as an independent functionality however. Why restrict it to special > tickets? Wouldn't it be cooler to select a search template and have all > ticket matched by that search to be monitored? > > BB > -- > ((otrs)) :: OTRS GmbH :: Norsk-Data-Strasse 1 :: D - 61352 Bad Homburg > Fon: +49 (0) 6172 681988 0 :: Fax: +49 (0) 9421 56818 18 > http://www.otrs.com/ :: Communication with success! > > Geschäftsführer: André Mindermann, Martin Edenhofer > Handelsregister: HRB 9452 Bad Homburg > Steuernummer: 003/240/97521 > >

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Sort function as 'New message', 'Locked Tickets' in QueueView
by fatih üstünel 20 Mar '07

20 Mar '07

If one looks at oneself the tickets into new messages or into Locked Tickets in queue opinion, then there is the possibility after age, queues, of sorting priority and after Customer# downward or upward. I would like to integrate this mailbox Frame in the search result and generally queue opinion. How can I integrate this Frame? The function is present. Somehow does one have to implement this function nevertheless in dtl file? With Copy and paste I continued to come not. I need you help. Thank you in advance. With kind regards, Fati _________________________________________________________________ Die neue MSN Suche Toolbar mit Windows-Desktopsuche. Suchen Sie gleichzeitig im Web, Ihren E-Mails und auf Ihrem PC! Jetzt neu! http://desktop.msn.de/ Jetzt gratis downloaden!

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