March 2007 - dev - OTRS mailing lists

Bulk-Action in queue opinion (believes: AgentTicketQueueTicketView.dtl) merge?
by fatih üstünel 20 Mar '07

20 Mar '07

Hello to all, The following scenario: I have 300-400 tickets in a queue. And I would like to change the status in a certain ticket. Then I look for the certain ticket by Search-Button. The problem now is that I do not have the Bulk-Action. Thus I do not know, how I can change the status. In the queue one can activate the Bulkfunktion by checkbox and operate on that the collecting action desired status to indicate. In the StatusView likewise the Bulk-Action does not exist. How can one change in the search result and in the StatusView the status for ticket? I imagined then that I can build a left in the queue window (beside: Sperreen, contents of, history, etc.). There is also a dtl file AgentTicketBulk.dtl. I thought that it would be simpler the left to insert. But is not so simple nevertheless for me. : ( Perhaps does someone know, how I can build it in the queue window to the Bulk-Action? Best a left that directly changes the status. Activate and then on collecting action operate thus not first check box. Simply directly. I need your assistance. I do not get ahead. Thank you in advance. With kind regards, Fati _________________________________________________________________ Sie suchen E-Mails, Dokumente oder Fotos? Die neue MSN Suche Toolbar mit Windows-Desktopsuche liefert in sekundenschnelle Ergebnisse. Jetzt neu! http://desktop.msn.de/ Jetzt gratis downloaden!

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Kernel::System::Web::InterfaceAgent::Run got called even though wasn't called explicitely
by Robert Bui 20 Mar '07

20 Mar '07

Hello all, I am trying to write a module that will take in the customer ID and ticket number, without requiring the customer to log in, able to search and display the ticket detail including status. Base on the documentation, I got the module skeleton all work out. However, when I trying debugging the module, I get Kernel::System::Web::InterfaceAgent::Run invoked as well as my own module, Ticket.new():Kernel::Modules::PublicTicketSearch::Run. For some reasons, Kernel::Modules::PublicTicketSearch::Run creates an instance of a TicketObj and invokes the TicketObj.TicketSearch function. Could someone assist by enlightening me on why/how Kernel::System::Web::InterfaceAgent::Run got called. What I did was I copied InterfacePublicTicketSearch.pm from InterfaceAgent.pm and have changed all references from InterfaceAgent to InterfacePublicTicketSearch. Inside the CGI-script, I have these lines: # load agent web interface use Kernel::System::Web::InterfacePublicTicketSearch(); # create new object my $Interface = Kernel::System::Web::InterfacePublicTicketSearch->new(Debug => $Debug); Your help is greatly appreciated. Regards, Robert Bui

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JFI: OPM change for OTRS 2.2
by Martin Edenhofer 20 Mar '07

20 Mar '07

Hi, JFI, the XML-database-Insert of OPM format in upcoming OTRS 2.2 has changed. The old style was: ------------------ <Insert Table="table_a"> <Data Key="name" Value="No \n was possible." Type="Quote"/> </Insert> The new style is now: --------------------- <Insert Table="table_a"> <Data Key="name" Type="Quote">Now \n is possible.</Data> </Insert> For more info see the current cvs developer manual (http://doc.otrs.org/developer/2.2/en/html/ - 5.1.2. XML). Note: If old style is use, you will get notified by OTRS. .-) Please change it in all .sopm files if used. Many thanks! :-) -Martin ((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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SMIME :: Decrypt
by Leonardo Guimarães 19 Mar '07

19 Mar '07

Hi folks, Please, what does it means the error bellow ? I would like that OTRS decrypt an email when a encrypted message is sent to OTRS for a new ticket. ############## Message: Need Hash! Traceback (27148): Module: Kernel::System::Crypt::SMIME::Decrypt (v1.9) Line: 157 Module: Kernel::Output::HTML::ArticleCheckSMIME::Check (v1.8) Line: 100 Module: Kernel::Modules::AgentTicketZoom::MaskAgentZoom (v1.27) Line: 572 Module: Kernel::Modules::AgentTicketZoom::Run (v1.27) Line: 168 Module: Kernel::System::Web::InterfaceAgent::Run (v1.17) Line: 671 Module: /var/www/otrs-2.1.3/bin/cgi-bin/index.pl (v1.81) Line: 47 ############# Thanks Leo. _____ <http://www.certisign.com.br/> CERTISIGNLeonardo Pereira Guimarães Analista de Suporte e Operações (21) 4501-1846 Certisign Certificadora Digital <http://www.certisign.com.br/> certisign.com.br

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German language only on stats page descriptions (bug 1351)
by Bryan Fullerton 19 Mar '07

19 Mar '07

So, let's try talking about this bug here. :) I have all of my OTRS interface set to English, but my stats page come up in German. I'm running OTRS 2.1.6, but this problem originally surfaced after my upgrade from 2.0.x to 2.1beta2. I'm running PostgreSQL as my database back-end, which may be related. Looking deeper, all the Description Content fields in the xml_storage table are German, there's no English: otrs=# select * from xml_storage where xml_content_key like '%Description%Content%'; xml_type | xml_key | xml_content_key | xml_content_value ----------+---------+---------------------------------------------------+------------------------------------------------------------------------------------------------------------------- Stats | 1 | [0]{'otrs_stats'}[1]{'Description'}[1]{'Content'} | Anzahl der neuen Tickets pro Tag und Queue die im letzten Monat in das System gelangt sind. Stats | 2 | [0]{'otrs_stats'}[1]{'Description'}[1]{'Content'} | Monatsauflistung, in der dargestellt wird, welche Statusver�nderung an den jeweiligen Monatstagen geschehen sind. Stats | 3 | [0]{'otrs_stats'}[1]{'Description'}[1]{'Content'} | Aktueller Status aller im System befindlicher Tickets ohne Zeitbeschr�nkung. (3 rows) What function inserts data into the xml_storage table? Is it the 2.1.x DB upgrade script, or something else? Thanks, Bryan

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postmaster X headers
by Jim McBurnett 15 Mar '07

15 Mar '07

Hello, I can't seem to find a simple explanation of the Postmaster X headers. I have an external company that sends responses back to me with the format of the subject as: [Customer ID: ################ ] I think I could do a postmaster prefilter module but it is not clear how to set this to the ## pattern to be the ticket number. I used a /d-16 times to match the format but then what do I do to make that the ticket #? Do I use the 16 ticketkeys? If so how do I reference each one in the pattern in the correct order? Thanks, Jim

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Unfriendly developers?
by Bryan Fullerton 13 Mar '07

13 Mar '07

Based on my recent experience with trying to get help with bug 1351 (http://bugs.otrs.org/show_bug.cgi?id=1351) it would appear that OTRS developers are no longer interested in working with people who are experiencing problems. Given the amount of time I've put into troubleshooting, supporting, and advocating for this project over the years I find this attitude extremely disappointing. If anyone has any recommendations for other open source ticket systems to look at (not RT), please send me private email. Thanks, Bryan

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nesting queue-s
by Alex Mihicinac 02 Mar '07

02 Mar '07

Hi all, I've noticed, that nesting queues goes only 4 level deep. Is there any special reason why there is only 4 levels - is it possible to extended this limitation? Best regards, Alex

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crypt/sign bug (still)?
by Alex Mihicinac 02 Mar '07

02 Mar '07

Hi all! I have some difficulties to enable proper use of PGP/signing outgoing mails in OTRS. I've sent status report to otrs(a)otrs.org, but there was no reply, so I'm trying to get some info here. While I was looking for a solution, I noticed that there were some recent changes in CVS about this issue: AgentTicketCompose.pm <http://cvs.otrs.org/viewcvs.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?s…> *1.28* <http://cvs.otrs.org/viewcvs.cgi/otrs/Kernel/Modules/AgentTicketCompose.pm?r…> 4 days martin Fixed not working crypt/sign option in AgentTicketCompose mask. After that I grabbed this file from CVS and replaced with installed one (OTRS 2.1.5). Then I've noticed that CVS version (2.2.X) does not match with last stable one (2.1.5). Does CVS contain devel branch of 2.1.5? Bottom line, neither with .tar.gz install, neither with CVS, I haven't managed to fix problem with signing REPLY messages (row Sign: simply does not appear when composing reply message). It is working OK while creating NEW mail and also when receiving signed mails. It is funny because in previous version (2.0.2) signing reply is working OK, also signing new mail is working OK, but receiving signed mails fail. Can you give me hint or two what I'm doing wrong? Can you confirm if this issue is a bug? Please respond to this mail, since I can't gent any attention in otrs(a)otrs.org TIA, Alex Mihicinac

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