August 2007 - dev - OTRS mailing lists

Developmental recommendations.
by Dan King 03 Aug '07

03 Aug '07

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. Thanks for the suggestions I really appreciates it. 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.

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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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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

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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',

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Ticket types not fully functional or buggy.
by Dan King 02 Aug '07

02 Aug '07

Hi list, I wanted to use the new functionality to assign types to tickets but I have it to be very buggy or not working 100% as far as I can tell. I am hoping someone can point me in the right direction to make some changes either in code or somewhere in sysconfig. The first thing that really needs to be done is for a default type to be assigned. Right now I think the first type I created is being assigned to every ticket. This annoyed me so I made all the types I created to be invalid but for some reason new tickets that come in are still given the first type that I created. The second thing that I would like to accomplish is to modify the type functionality so emails sent to different address are assigned certain types. I am new to developing in OTRS so any help or initial guidance will be greatly appreciated. Thanks 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.

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