July 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

3 3

Path of new tickets coming into OTRS
by Alexander Scholler 10 Aug '07

10 Aug '07

Hi, an important metric of Service-Desk is to measure which paths are used for creating new ticket like (article_type) * phone * web * fax * mail * small-talk (on the toilets ;-)) "hey joe, could you please..." * SOAP and who created the ticket (article_sender_type) * the user * one of his IT-key-users * one member of the IT-stuff (OTRS-agent) * some kind of system monitoring (like nagios or client-HW-monitoring-tool) I think todays OTRS lacks in the possibility of doing the ticket-creation in such a specific way, that the above mentioned scenaria can be distingushed (for analytic reasons). OK, if you create a ticket from a system-monitoring-tool via SOAP, you can add article_type = SOAP and article_sender_type = Monitoring to the database and can create the ticket in such a specific way, but you cannot manually create a ticket where * the IT-key-user of a department * told you during breakfast * that user x has some trouble with... The Web-GUI cannot handle that. Another lack: within a ticket, "phone calls" are always outgoing - you cannot document a customer calling you upon a ticket. Could you give me any hints on how I can optimize the data-quality on my tickets? To OTRS-devs: Did you plan any improvements on this issues? When? Bye, Alex

2 1

[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-----

1 1

OTRS - Incoming emails filter
by Anas Trabulsi 02 Aug '07

02 Aug '07

Hi Everyone, I'm trying to set a new filter on the incoming emails. What I want to do is to check when a specific header value (X-SpamValue) is more than 6, I want the email to be directed to the Junk mail queue. Could anyone please tell me what file(s) I should change? Thanks in advance, Anas

2 1

Enable TicketCloseTimeNewerMinutes Search
by Robert Heinzmann 02 Aug '07

02 Aug '07

Hello, we are using OTRS and we talk about closed tickets each week. This helps us track the tickets and spread knowledge. There was no way in OTRS "to search for all Tickets closed in the last week". I modified OTRS 2.2.0 rc1 to enable such a seach. Attached you find the patch against OTRS 2.2.0 rc1 and a screenshot of the search integrated into the search screen.. It would be great if this feature would be picked upo by the main line OTRS distribution (so I do not have to patch it in after each update :) Regards, Robert Heinzmann --- Kernel/Output/HTML/Standard/AgentTicketSearch.dtl.ORG 2007-06-19 06:29:44.000000000 +0200 +++ Kernel/Output/HTML/Standard/AgentTicketSearch.dtl 2007-07-26 14:21:05.000000000 +0200 @@ -234,6 +234,22 @@ $Text{"Ticket created between"} $Data{"TicketCreateTimeStart"} $Text{"and"} $Data{"TicketCreateTimeStop"} </td> </tr> + <tr> + <td colspan="2" class="contenthead">$Text{"Close Times"}</td> + </tr> + <tr> + <td colspan="2" class="contentbody"> + <input type="radio" name="TimeCloseSearchType" value="" $Data{"TimeCloseSearchType::None"}> + $Text{"No close time settings."} + </td> + </tr> + <tr> + <td colspan="2" class="contentbody"> + <input type="radio" name="TimeCloseSearchType" value="TimePoint" $Data{"TimeCloseSearchType::TimePoint"}> + $Text{"Ticket closed"} $Data{"TicketCloseTimePointStart"} $Data{"TicketCloseTimePoint"} $Data{"TicketCloseTimePointFormat"} + </td> + </tr> + <tr> <td class="contenthead">$Text{"Result Form"}</td> <td class="contenthead">$Text{"Save Search-Profile as Template?"}</td> --- Kernel/System/Ticket.pm.ORG 2007-07-26 13:30:22.000000000 +0200 +++ Kernel/System/Ticket.pm 2007-07-26 14:09:01.000000000 +0200 @@ -3495,6 +3495,21 @@ $SQLExt .= " AND st.create_time >= '".$Self->{DBObject}->Quote($Param{TicketCreateTimeNewerDate})."'"; } } + + # get tickets closed since TIMESPEC seconds (seconds sind 70s) + if ($Param{TicketCloseTimeNewerMinutes}) { + + my $Time = $Self->{TimeObject}->SystemTime()-($Param{TicketCloseTimeNewerMinutes}*60); + my $TimeStamp = $Self->{TimeObject}->SystemTime2TimeStamp( + SystemTime => $Time, + ); + $Param{TicketCloseTimeNewerDate}=$TimeStamp; + $Self->{LogObject}->Log( + Priority => 'notice', + Message => "Search for ticket closed older than '$Param{TicketCloseTimeNewerMinutes}' minutes (timestamp: $Param{TicketCloseTimeNewerDate})!", + ); + } + # get tickets closed older then xxxx-xx-xx xx:xx date if ($Param{TicketCloseTimeOlderDate}) { # check time format --- Kernel/Language/de.pm.ORG 2007-06-19 06:29:44.000000000 +0200 +++ Kernel/Language/de.pm 2007-07-26 17:43:49.000000000 +0200 @@ -639,6 +639,9 @@ 'Ticket Lock' => 'Ticket sperren', 'TicketFreeFields' => 'TicketFreiFelder', 'Create Times' => 'Erstell-Zeiten', + 'Close Times' => 'Schließ-Zeiten', + 'No close time settings.' => 'Keine Schließ-Zeiten', + 'Ticket closed' => 'Ticket geschlossen', 'No create time settings.' => 'Keine Erstell-Zeiten', 'Ticket created' => 'Ticket erstellt', 'Ticket created between' => 'Ticket erstellt zwischen', --- Kernel/Modules/AgentTicketSearch.pm.ORG 2007-06-19 06:29:44.000000000 +0200 +++ Kernel/Modules/AgentTicketSearch.pm 2007-07-26 14:21:33.000000000 +0200 @@ -114,7 +114,7 @@ # get search string params (get submitted params) else { foreach (qw(TicketNumber From To Cc Subject Body CustomerID CustomerUserLogin - Agent ResultForm TimeSearchType + Agent ResultForm TimeSearchType TimeCloseSearchType TicketFreeTime1 TicketFreeTime1Start TicketFreeTime1StartDay TicketFreeTime1StartMonth TicketFreeTime1StartYear @@ -161,6 +161,8 @@ TicketCreateTimeStartYear TicketCreateTimeStop TicketCreateTimeStopDay TicketCreateTimeStopMonth TicketCreateTimeStopYear + TicketCloseTimePointFormat TicketCloseTimePoint + TicketCloseTimePointStart )) { # get search string params (get submitted params) $GetParam{$_} = $Self->{ParamObject}->GetParam(Param => $_); @@ -200,6 +202,13 @@ elsif ($GetParam{TimeSearchType} eq 'TimeSlot') { $GetParam{'TimeSearchType::TimeSlot'} = 'checked'; } + # get time option + if (!$GetParam{TimeCloseSearchType}) { + $GetParam{'TimeCloseSearchType::None'} = 'checked'; + } + elsif ($GetParam{TimeCloseSearchType} eq 'TimePoint') { + $GetParam{'TimeCloseSearchType::TimePoint'} = 'checked'; + } # set result form env if (!$GetParam{ResultForm}) { $GetParam{ResultForm} = ''; @@ -312,6 +321,65 @@ } } } + + # get time settings + if (!$GetParam{TimeCloseSearchType}) { + # do noting ont time stuff + } +# TBD later (anyone?) +# elsif ($GetParam{TimeCloseSearchType} eq 'TimeSlot') { +# foreach (qw(Month Day)) { +# $GetParam{"TicketCreateTimeStart$_"} = sprintf("%02d", $GetParam{"TicketCreateTimeStart$_"}); +# } +# foreach (qw(Month Day)) { +# $GetParam{"TicketCreateTimeStop$_"} = sprintf("%02d", $GetParam{"TicketCreateTimeStop$_"}); +# } +# if ($GetParam{TicketCreateTimeStartDay} && +# $GetParam{TicketCreateTimeStartMonth} && +# $GetParam{TicketCreateTimeStartYear} +# ) { +# $GetParam{TicketCreateTimeNewerDate} = $GetParam{TicketCreateTimeStartYear}. +# '-'.$GetParam{TicketCreateTimeStartMonth}. +# '-'.$GetParam{TicketCreateTimeStartDay}. +# ' 00:00:01'; +# } +# if ($GetParam{TicketCreateTimeStopDay} && +# $GetParam{TicketCreateTimeStopMonth} && +# $GetParam{TicketCreateTimeStopYear} +# ) { +# $GetParam{TicketCreateTimeOlderDate} = $GetParam{TicketCreateTimeStopYear}. +# '-'.$GetParam{TicketCreateTimeStopMonth}. +# '-'.$GetParam{TicketCreateTimeStopDay}. +# ' 23:59:59'; +# } +# } + elsif ($GetParam{TimeCloseSearchType} eq 'TimePoint') { + if ($GetParam{TicketCloseTimePoint} && + $GetParam{TicketCloseTimePointStart} && + $GetParam{TicketCloseTimePointFormat} + ) { + my $Time = 0; + if ($GetParam{TicketCloseTimePointFormat} eq 'minute') { + $Time = $GetParam{TicketCloseTimePoint}; + } + elsif ($GetParam{TicketCloseTimePointFormat} eq 'hour') { + $Time = $GetParam{TicketCloseTimePoint} * 60; + } + elsif ($GetParam{TicketCloseTimePointFormat} eq 'day') { + $Time = $GetParam{TicketCloseTimePoint} * 60 * 24; + } + elsif ($GetParam{TicketCloseTimePointFormat} eq 'week') { + $Time = $GetParam{TicketCloseTimePoint} * 60 * 24 * 7; + } + elsif ($GetParam{TicketCloseTimePointFormat} eq 'month') { + $Time = $GetParam{TicketCloseTimePoint} * 60 * 24 * 30; + } + elsif ($GetParam{TicketCloseTimePointFormat} eq 'year') { + $Time = $GetParam{TicketCloseTimePoint} * 60 * 24 * 365; + } + $GetParam{TicketCloseTimeNewerMinutes} = $Time; + } + } # free time foreach (1..6) { if (!$GetParam{'TicketFreeTime'.$_}) { @@ -976,6 +1044,91 @@ Name => 'TicketCreateTimePointFormat', SelectedID => $Param{TicketCreateTimePointFormat}, ); + $Param{'TicketCloseTimePoint'} = $Self->{LayoutObject}->OptionStrgHashRef( + Data => { + 1 => ' 1', + 2 => ' 2', + 3 => ' 3', + 4 => ' 4', + 5 => ' 5', + 6 => ' 6', + 7 => ' 7', + 8 => ' 8', + 9 => ' 9', + 10 => '10', + 11 => '11', + 12 => '12', + 13 => '13', + 14 => '14', + 15 => '15', + 16 => '16', + 17 => '17', + 18 => '18', + 19 => '19', + 20 => '20', + 21 => '21', + 22 => '22', + 23 => '23', + 24 => '24', + 25 => '25', + 26 => '26', + 27 => '27', + 28 => '28', + 29 => '29', + 30 => '30', + 31 => '31', + 32 => '32', + 33 => '33', + 34 => '34', + 35 => '35', + 36 => '36', + 37 => '37', + 38 => '38', + 39 => '39', + 40 => '40', + 41 => '41', + 42 => '42', + 43 => '43', + 44 => '44', + 45 => '45', + 46 => '46', + 47 => '47', + 48 => '48', + 49 => '49', + 50 => '50', + 51 => '51', + 52 => '52', + 53 => '53', + 54 => '54', + 55 => '55', + 56 => '56', + 57 => '57', + 58 => '58', + 59 => '59', + }, + Name => 'TicketCloseTimePoint', + SelectedID => $Param{TicketCloseTimePoint}, + ); + $Param{'TicketCloseTimePointStart'} = $Self->{LayoutObject}->OptionStrgHashRef( + Data => { + 'Last' => 'last', +# 'Before' => 'before', + }, + Name => 'TicketCloseTimePointStart', + SelectedID => $Param{TicketCloseTimePointStart} || 'Last', + ); + $Param{'TicketCloseTimePointFormat'} = $Self->{LayoutObject}->OptionStrgHashRef( + Data => { + minute => 'minute(s)', + hour => 'hour(s)', + day => 'day(s)', + week => 'week(s)', + month => 'month(s)', + year => 'year(s)', + }, + Name => 'TicketCloseTimePointFormat', + SelectedID => $Param{TicketCloseTimePointFormat}, + ); $Param{TicketCreateTimeStart} = $Self->{LayoutObject}->BuildDateSelection( %Param, Prefix => 'TicketCreateTimeStart',

3 3

Modifying AdminCustomerUserForm?
by Dan King 23 Jul '07

23 Jul '07

I am trying to modify the labels for the fields when adding a Customer User. I want to change the label Salutation to gender or just add a field for gender. I am attempting to do this in the file named AdminCustomerUser.dtl but I don't see any place where Salutation is listed in the file. Am I looking in the right place or should I be attempting something different? Thanks for any help offered. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

1 0

CustomerTicketZoom customisation
by Laurent Minost 19 Jul '07

19 Jul '07

Hi, New to OTRS and currently trying to "improve"/customise some of the different frontend aspects. In Kernel/Output/HTML/Standard/CustomerTicketZoom.dtl, I wonder why the current ticket last subject is not displayed by default ? (is it a bug) ? I would like to display it by default and add a disabled tag to the HTML line around line 133 so Customers can't change the ticket subject, only agents can do that. <input type="text" name="Subject" value="$QData{"Subject"}" size="70"> to <input type="text" name="Subject" value="$QData{"Subject"}" size="70" disabled> not a problem for disabled : it works well but can't understand why $QData{"Subject"} is currently empty ? By the way, how does blocks with  works ? Can't understand what is their utility ? Thanks for your answer. Laurent

1 0

OTRS-Developer - Joint the ((otrs)) Team
by Martin Edenhofer 17 Jul '07

17 Jul '07

Hi all! we are currently looking for an OTRS developer. So if somebody on the list want to work for us, just follow the following link or send an email to jobs(a)otrs.com. ;) Read more (only german): http://www.otrs.com/de/job/entwickler/ Have a nice day! -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!

1 0

List of agents
by Dan King 16 Jul '07

16 Jul '07

I am new to developing in OTRS and perl and might have a very basic question. I want to modify the look of the tickets so it provides a drop down list with Agents names so each ticket can be assigned to an agent very easily. I would like it to look like the Change Queue drop down list. Does anyone know how this would be done? Or if there is an easy way to do it? Thanks for the help. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

1 0

CVS line for Source Code Header
by Dan King 12 Jul '07

12 Jul '07

Hi list, I am creating the NotificationMotd.pm file listed in the Dev Manual and I was curious if someone could explain the CVS line for the Source code header and what each part means and how I would write that line. The example from the NotificationMotd.pm file is: # $Id: module-format.xml,v 1.17.4.1 2007/03/20 11:13:40 martin Exp $ I understand that I should replace the date in the line with todays date and time that I created the format. But the part I am confused about is what module-format.xml is or means, if the version number is the version of the file I am writing or the version of OTRS I am using. Also, what does the "martin Exp $" part mean? Thanks for the help. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

3 2