April 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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User Free Text Fields
by Shawn Beasley 25 Apr '07

25 Apr '07

Dear List, I have information that would be pertinent to have in my users DB. I have misused the one free field to note the telephone number, but it would be nice to be able to add a couple of extra comment field for specifc user information. Has anyone expanded the user db included in otrs to reflect more user information. NOTE: this information should then of cources be available in the ZOOM view for quick reference. Thanks for any help. Shawn

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ITSM item config
by Shawn Beasley 24 Apr '07

24 Apr '07

Hello all, I have a question about ITSM. I am not sure, and have found no documentation, about how to define the configuration options. I have installed the software properly. Platform openSuSE 10.2 OTRS 2.2.0 beta2 OTRS::ITSM 1.0 beta2 I receive the following message when trying to add a new config item ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue Apr 24 08:27:33 2007 Message: No Definition was definied for class Hardware! Traceback (27518): Module: Kernel::Output::HTML::Layout::Error (v1.45) Line: 1132 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.45) Line: 1112 Module: Kernel::Modules::AgentITSMConfigItemEdit::Run (v1.27) Line: 94 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 On hand the error message, I went to the admin panel and tried to add a description - This description is obviously not a plain text description as I was informed that the description was incorrect. I looked in the admin log to see what went wrong and found: Invalid Definition! You have an syntax error in the definition. Can you help me to realize what I did not R in TFM? Thanks, Shawn

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Phone-ticket as new message
by Alexander Scholler 19 Apr '07

19 Apr '07

Hi, I created a phone ticket, set state to pending and locked it. This ticket is shown within my "new tickets". Why? I think the reason is that phone-tickets have article-sender-type 3 (= customer). Standard-behaviour of OTRS is that always, when the last communication is from customer into OTRS, then the ticket is displayed within "new tickets". But I think this is not wanted in this case. A Service-Desk-member toke the phone-call from the customer and pertially answered his requests. So the ticket is not new. What is the intention of the OTRS-developers for this behaviour? Bye, Alex

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Security fixes for OTRS 1.3.2
by Mark D. Wallace 17 Apr '07

17 Apr '07

We are running 1.3.2 and have made many mods to the code all the way to the system files. The issues related to security in 1.3.2 are a top issue for us now. I would like to know if there is a set of patches that can fix this problem for OTRS 1.3.2, or are there other suggestions that would expedite getting our installation secure as soon as possible. Thanks, Mark Wallace

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how to install a new statistic report?
by Axel Rose 16 Apr '07

16 Apr '07

Hello, can anybody guide me how to install a new statistic? I have a working SQL statement but fail to install configuration and modules. Due to item 7.9 from the developers manual I added this to Config.pm: $Self->{SystemStatsMap}->{"Ticket::XStat"} = { Name => 'XStat', Module => 'Kernel::System::Stats::Static::XStat', Desc => 'Axels Test.', SumCol => 1, SumRow => 1, UseResultCache => 0, Output => ['Print', 'CSV', 'Graph'], OutputDefault => 'Print', }; This seems to be active because deliberate syntax errors will result in a error messages from httpd. I wondered whether there is any convention for the key naming "Ticket:XStat". Some posts in the mailing list used something like "OTRS:MyTicket". Then I used the sample statistics module from the developer manual with a modified package name, installed that file under Kernel/System/Stats/Static/XStat.pm package Kernel::System::Stats::Static::XStat sub new { ... } sub Param { ... } sub Run { ... } perl -cw XStat.pm OK I cannot see any effect in the Web app. The log files apache2/log/error.log or otrs/var/log/otrs.log also don't show any indication of problems. What could have gone wrong? Thanks for your time, Axel.

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bug in Salutation screen (2.1.6)
by Jo Rhett 12 Apr '07

12 Apr '07

At the bottom of the page it lists Usable options: <OTRS_Customer_Realname> customer realname This does not work. <OTRS_CUSTOMER_REALNAME> does work. The documentation should be fixed, or better yet the variable should be made case-insensitive. -- Jo Rhett senior geek Silicon Valley Colocation Support Phone: 408-400-0550

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UTF-16 bzw Datei als Anhang in SOAP
by Sven Waibel 12 Apr '07

12 Apr '07

Hallo, ich möchte per SOAP eine UTF-16 kodierte Datei bzw. eine Binärdatei als Anhang in OTRS speichern. Wie wird das von der OTRS Seite aus behandelt? Wird es automatisch dekodiert? Wenn ja, in welchem Format (base64)? Gruß Sven =============================================================== imbus AG, Kleinseebacher Str. 9, 91096 Möhrendorf, DEUTSCHLAND Tel. +49 9131 7518-0, Fax +49 9131 7518-50 info(a)imbus.de http://www.imbus.de imbus AG, Unter der Linde 16, 80939 München, DEUTSCHLAND Tel. +49 89 3219909-0, Fax +49 89 3219909-50 info(a)imbus.de http://www.imbus.de Vorsitzender des Aufsichtsrates: Hendrik Rässler Vorstand: Tilo Linz, Bernd Nossem, Thomas Roßner, Jörg Schulten Sitz der Gesellschaft: Möhrendorf, München Registergericht: Fürth/Bay, HRB 8365 --------------------------------------------------------------- imbus Rhein-Main GmbH, Zanggasse 6, 65719 Hofheim, DEUTSCHLAND Tel. +49 6192 92192-0, Fax +49 6192 92192-50 info(a)imbus.de http://www.imbus.de Geschäftsführer: Frank Schmeißner, Jörg Schulten Sitz der Gesellschaft: Hofheim Registergericht: Frankfurt am Main, HRB 52155 ===============================================================

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Password authentication addtion.
by David Galbraith 12 Apr '07

12 Apr '07

I made some changes to the authentication piece, and I'm throwing them out here incase someobody else finds them useful. We have a good sized customer database already established and their passwords were stored in mysql as md5('password'). This made moving the customers over to otrs and keeping their passwords tricky. To resolve, I made this tweak in the file: Kernel/System/CustomerAuth/DB.pm Add: use Digest::MD5 qw(md5_hex); Then go down to: ... ... if ($GetPw !~ /^.{13}$/) { # strip Salt $Salt =~ s/^\$.+?\$(.+?)\$.*$/$1/; $CryptedPw = un And insert this: if(length($GetPw) > 15) { $CryptedPw = md5_hex($Pw); } elsif ($GetPw !~ /^.{13}$/) { That way if the password is a md5 hex encoded string, the check works correctly, but will still work in the other cases as well. Means we don't care what format the password is in, the code deals with it correctly. (Well I hope I got it right :) Maybe somebody else who is trying to do a conversion from a different DB will find this useful. Also, this only changes customer auth pieces, the agent auth still doesn't deal with the md5, but we only have a few agents vs. a few thousand customer accounts :). Laters, David Galbraith dgalb(a)ezbluesoftware.com EZblue Software Support Team

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