August 2007 - dev - OTRS mailing lists

Showing OwnerFisrtname and OwnerLastname in to Customer status view
by Tomasz Zaborowski 17 Aug '07

17 Aug '07

hello. Please find below my first otrs code that show Ticket Owner name (and other ticket owner infos) insdead of pure Owner (login). I just added some code into: Kernel/Modules/CustomerTicketOverView.pm and into *dtl file CustomerStatusView.dtl #Kernel/Modules/CustomerTicketOverView.pm # at begining... use User package use Kernel::System::User; [..] #sub new(), for get UserObject $Self->{UserObject} = Kernel::System::User->new(%Param); [..] #sub ShowTicketStatus(), pub additional parametres to dtl file # get Ticket data for the ticket my %TicketData = $Self->{TicketObject}->TicketGet(TicketID => $TicketID); # get Ticket Owner info... my %TicketOwnerData = $Self->{UserObject}->GetUserData(User => $TicketData{Owner}); # pass on new parameters (OwnerFirstName and OwnerLastName) # into CustomerStatusView.dtl, see dev.otrs.org, Kenel::System::User for # addtional params $Param{OwnerFirstName} = $TicketOwnerData{UserFirstname}; $Param{OwnerLastName} = $TicketOwnerData{UserLastname}; [..] and inside CustomerStatusView.dtl file, just add/change line with $Data{"Owner"} to $Data{"OwnerLastName"}, etc... Any comments walcome... best regards, tomasz -- tomasz zaborowski

1 0

Encoding via SOAP
by Sven Waibel 15 Aug '07

15 Aug '07

Hi, i want to create a ticket with umlauts in the title via SOAP. Here is a code snippet: my $Ticket = $RPC->Dispatch( $User, $Pw, 'TicketObject', 'TicketCreate', TN => $TicketID, Title => 'öäü', Queue => 'Raw', # or QueueID => 123, Lock => 'unlock', Priority => '3 normal', # or PriorityID => 2, State => 'new', # or StateID => 5, CustomerNo => '123465', CustomerUser => 'customer(a)example.com', OwnerID => 1, # new owner ResponsibleID => 1, # new responsible UserID => 1, ); The result of the ticket creation is, that the characters are not umlauts. Charset is set to iso-8859-15, because i need the € sign. When i create a ticket with umlauts in OTRS, the characters are right. Could anybody give me a hint to get the signs into OTRS? Thanks 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: Wolfgang Wieser 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 ===============================================================

2 2

Encoding via SOAP
by Sven Waibel 14 Aug '07

14 Aug '07

-- =============================================================== 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: Wolfgang Wieser 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 ===============================================================

1 0

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

Saving a draft
by Dan King 08 Aug '07

08 Aug '07

I would like to add the functionality in OTRS that will allow a typed up mesasge to a customer to be saved for review or sending at a later date. Is this functionality in the works? 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

Bugzilla Error, SQL Error
by Karsten Heymann 07 Aug '07

07 Aug '07

Hello, I've tried to register at to otrs bugzilla for the last days but received no mail (registration) response from there so far, so I report my problem here: With OTRS 2.2.1, ITSM 1.0.1 on Debian Etch i get the following problem when using LDAP for Customer Information and Agent authentication: [Mon Aug 6 14:19:38 2007] -e: DBD::mysql::st execute failed: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL server version for the right syntax to use near ') ORDER BY st.create_time_unix DESC LIMIT 10' at line 1 at /usr/share/otrs//Kernel/System/DB.pm line 483. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Mon Aug 6 14:19:38 2007 Message: You have an error in your SQL syntax. Check the manual that corresponds to your MySQL server version for the right syntax to use near ') ORDER BY st.create_time_unix DESC LIMIT 10' at line 1, SQL: 'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq WHERE sq.id = st.queue_id AND sq.group_id IN (1, 2, 3) AND LOWER(st.customer_id) IN ( ) ORDER BY st.create_time_unix DESC LIMIT 10' Traceback (21061): Module: Kernel::System::Ticket::TicketSearch (v1.264) Line: 3612 Module: Kernel::Modules::AgentTicketPhone::Run (v1.6) Line: 598 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_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 [Mon Aug 6 14:19:38 2007] -e: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /usr/share/otrs//Kernel/System/DB.pm line 542. Additionally, but this may be unrelated, i don't get any additional Customer Information displayed. If you need additional information, feel free to ask, either on the list or via PM. Yours, Karsten -- Karsten Heymann Server-Administrator IP karsten.heymann(a)telecolumbus.de infocity GmbH Schillerstraße 58, D-10627 Berlin Tel: +49 (0)30 3388 1981 Fax: +49 (0)30 3388 9 1981 -------------------------------------------- Amtsgericht Hannover, HRB 58487 Geschäftsführer: Robert E. Fowler III, Paul Stodden Sitz der Gesellschaft: Peiner Straße 8 - 30519 Hannover

1 0

Default value for standard fields for new ticket creation
by Smolik, Zdenek 07 Aug '07

07 Aug '07

Hi all, Is it possible in OTRS set default value for Ticket Type or Queue when creating new ticket via Agent's user interface. For example when I click on Phone-ticket icon I would like to have set "Type" field to "Incident" value and "To" field to "first_level" queue. Thanks in advance, Kind Regards, Zdenek

1 0

Report Group patch
by Nigel Clarke 07 Aug '07

07 Aug '07

Appologies for the resend. Looks like my HTML content was scrubbed. Hi, My company has been an avid user of OTRS for the past couple of years. With each new release we have added a quick mod to allow us to report on teams. This mod allows us to see reports filtered down to team stats. It is a simple mod to add a report group field to the system_user table, keyed to the existing groups table. Modifying the User.pm, AdminUser.pm, AdminUserForm.dtl to set a reporting group against each user. Excuse the rough coding and please let me know if this functionality already exists in OTRS. Kind regards, Nigel Clarke

1 0

Antw: [dev] Developmental recommendations.
by Scott Storck 06 Aug '07

06 Aug '07

Hi Dan, >>> DKing(a)carms.ca 03.08.2007 16:43 >>> > Hi list, > > > > I have a question that I hope I can have some recommendations for. I have recently implemented OTRS where I am working and > have found it to be a great package for dealing with clients. My boss wants some modifications to the software to suit their business > needs. Most of these modifications I have the ability to make in sysconfig but some I do have to modify the source code. I could > potentially commit these to the repository but I am sure almost all of them would not be used and just change the layout of tickets > and such and I don't know the system or perl quite well enough to make them adaptable in sysconfig, atleast yet but hopefully in the > future I will be able to change this. > > > > My problem is that to take advantage of the updates released by OTRS requires rewriting the code everytime I overwrite the older > files with newly released files. I was curious if anyone has any suggestions in logging the files I have changed and such so I can > easily alter the newly released files to the customizations my boss wants. > The best way would be to setup your own version control. Then you can merge the official updates into your own codebase. Otherwise, if you are using linux or another unix like OS you can use a poor man's version control. Here's how its done... You can install the source to a different directory than where you run it from. Try keeping the version number in the directory name as it helps to keep things clear. Recreate the directory structure from the original source in a directory where you want to run OTRS from. (running copy) Make a symlink to every file in the source directory, in your running copy. Whenever you change a file, remove the symlink from the running copy, and copy the modified file into its place. That means make a copy of the original and modify that, do not modify the original. This way when you update the OTRS source to a new version, you just need to merge the new code into the files which you changed. You can then use "find -type f -print" to find the ones you modified yourself. Use "diff" to create patches to your modified files, and "patch" to reinsert them into a copy of the newer version. I would suggest creating the patches using diff before putting your modified version live. This way you have a double check as to which files you changed, using find and your patches. When you are done modifiing your version for an OTRS update, change the symlinks to the new source directory, and copy your newer modified versions in place to the running copy. If you make a script to update the symlinks, and a tarball of your modified versions which the script can also unpack, an update can be done quickly, even after hours without anyone having to be around... Also, if you give it some though you can use the same script for rolling back when you have unexpected problems. Gee, I hope all of that made some sense to you. If not, but it sounds interesting to you, you can feel free to contact me off list. > > > Thanks for the suggestions I really appreciates it. > No problem... Regards, Scott Scott Storck Information Technology --------------------------------------------------------------------- Topdeq Service GmbH Werner-von-Siemens-StraÃ*e 31 D-64319 Pfungstadt Phone +49 6157 159-444 Fax +49 6157 159-333 scott.storck(a)topdeq.com GeschÃ¤ftsfÃ¼hrer: Didier Nulens, Delphine Jean Sitz der Gesellschaft : Pfungstadt, HRB Darmstadt 7294 www.topdeq.biz www.takkt.com

1 0

Report Group patch
by Nigel Clarke 06 Aug '07

06 Aug '07

Hi, My company has been an avid user of OTRS for the past couple of years. With each new release we have added a quick mod to allow us to report on teams. This mod allows us to see reports filtered down to team stats. It is a simple mod to add a report group field to the system_user table, keyed to the existing groups table. Modifying the User.pm, AdminUser.pm, AdminUserForm.dtl to set a reporting group against each user. Excuse the rough coding and please let me know if this functionality already exists in OTRS. Kind regards, Nigel Clarke

1 0