September 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] share some OTRS themes
by Torsten Thau 11 Jan '08

11 Jan '08

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, due to some requests I put a previously mentioned OTRS-theme into an opm-Package. You may download and check it out: http://www.cape-it.de (under "Downloads und Demos") or directly http://www.cape-it.de/download/VerticalNavBar-0.0.1.tar.gz The package just installs a new OTRS-theme, which needs to be selected by the user to see some difference. It looks a bit like... http://www.cape-it.de/cgi-bin/show.pl?content=solutions/screenshots Please send hints, ideas or any feedback to me or to support(at)cape-it.de - Thanks. Some RFC: I'd appreciate some possibility where the OTRS community can share such themes or other add-ons or any other improvements. I think otrs.org would be just the perfect place. What do you think? 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 v1.4.6 (GNU/Linux) iD8DBQFG4VxbvXo8m5PgoXQRAgGqAJ9zxV5UafGOzx7u5S18fVn6kDhMCgCdETS7 +surKpxP8dnBPPNB/efYD38= =9U7U -----END PGP SIGNATURE-----

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Duplicate history entries in AgentTicketWatcher.pm
by Felix J. Ogris 26 Sep '07

26 Sep '07

Hi, Kernel::Modules::AgentTicketWatcher adds a history record in case an agent subscribes to a ticket. TicketWatchSubscribe() in Kernel::Sytem::Ticket does this, too. So I get identical history entries with only different HistoryTypes ('Misc.' vs. 'Subscribe'). Is this a bug or a feature? Felix

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Cron.sh start <OTRS_USER> doesn't work (patch included)
by Felix J. Ogris 25 Sep '07

25 Sep '07

Hi, Cron.sh doesn't accept an username as second parameter and has to be run by sudo -u otrs ... or so. I haven't found any related entry on bugs.otrs.org so this patch fixes that. Felix

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SQL typo in FAQSearch() in Kernel/System/FAQ.pm (FAQ-1.2.4)
by Felix J. Ogris 25 Sep '07

25 Sep '07

Hi, line 1827 should be: my $SQL = "SELECT i.id, count( v.item_id ) AS votes, avg( v.rate ) AS result". instead of: my $SQL = "SELECT i.id, count( v.item_id ) votes, avg( v.rate ) result". At least PostgreSQL will complain, otherwise. Felix

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"wide character" warning when downloading a bmp-attachment
by Alexander Scholler 21 Sep '07

21 Sep '07

Hi, I use OTRS v2.2.3 in utf-8 mode. When clicking on a bmp-attachment within a ticket, apache-error-log tells: [Thu Sep 20 09:40:07 2007] index.pl: Wide character in print at /opt/otrs-2.2.3/bin/cgi-bin/../../Kernel/Output/HTML/Layout.pm line 1362. That's the return-statement of the print-sub. The attachment is downloaded correctly. How can this errorlog be prevented? Bye, Alex

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Configuring restricted access to CMDB module
by Eduardo Raffoul 20 Sep '07

20 Sep '07

Hi everybody, First of all, thanks to Mr. Martin, you've been very helpfull to me. Well, this is my question: I want to configure the access to the CMDB module, just as the admin module, or the FAQ module. I have created an "cmdb" group but i'm looking for the best way to implement the restrictions. I'm not pretty sure if to do this with ACL's, because what i've understand in the manuals is that i could only hide the "Config Item" button in the NavBar, or to hide the "New" button when i'm in the CMDB module, ¿I'm right in this? I was searching in the developer manual how to configure acces to modules but i didn't find anything. Well, the thing is: ¿Is there any way to create access rules to an existing module without changing the core? Thanks for your help.

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Emails in HTML format
by Sébastien Prud'homme 20 Sep '07

20 Sep '07

Hi, A lot of our users are using email in HTML format. Unfortunately the OTRS html2txt feature doesn't transform HTML entities. My question: with not use the HTML::Transform perl module to do it (or HTML::FormatText::WithLinks)? I've done a small modification on my OTRS test system and it works fine. I've just added a single line of perl code to do this in Kernel/System/EmailParser.pm and removed all the things that were done by the OTRS perl code: $Self->{MessageBody} = HTML::FormatText->format_string($Self->{MessageBody}, leftmargin => 0, rightmargin => $Self->{ConfigObject}->Get('Ticket::Frontend::TextAreaEmail')); Regards

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CVS not responding
by Philippe de LUSSY 19 Sep '07

19 Sep '07

Hi, since yesterday morning the OTRS CVS server is not responding , neither through a CVS client, nor through CVSweb . Could somebody have a look at it ,and restart th server? Thanks in advance Philippe Philippe de LUSSY Tel : 33 (0) 5 49 49 57 70 Chairman - CEO Mobile : 33 (0) 6 20 14 76 04 Email : philippe.delussy(a)e-qual.fr Fax : 33 (0) 5 49 49 01 16 e-Qual Arobase 2 Avenue du Futuroscope Teleport 1 86360 CHASSENEUIL DU POITOU France

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Proposal to add CheckParams() to Framework
by Oliver Tappe 18 Sep '07

18 Sep '07

Hi there, attached is a function I have found useful in some of the OTRS-modules I worked on recently. It is called CheckParams() and its purpose is to offer an intuitive and flexible way of checking the params-hash that has been passed into a method. Currently, many methods contain code like this: # check all needed objects foreach (qw(ConfigObject LogObject DBObject TimeObject MainObject)) { die "Got no $_" if (!$Self->{$_}); } plus more checks for additional parameters that must be passed in via the %Params hash. When using CheckParams, the code looks like this: # check all needed objects CheckParams($Self, sub { 'ConfigObject' => '!Class=Kernel::Config', 'DBObject' => '!Class=Kernel::System::DB', 'LogObject' => '!Class=Kernel::System::Log', 'MainObject' => '!Class=Kernel::System::Main', 'TimeObject' => '!Class=Kernel::System::Time', }); As you can see, you pass CheckParam() the hash-ref that shall be checked and a specification (for performance reasons this should always be an anonymous subroutine). In the specification, you simply declare the supported parameters, whether or not they are required (!) or optional (?) or if they have to be of a specific class (Class=...). CheckParams() supports checking of more complex data structures, too: CheckParams($Params, sub { 'GeneralAttrs' => { 'From' => '!', 'To' => '!', }, 'JobAttrs' => { 'Creator' => '!', 'Changes' => [ { 'Action' => 'm{^(create|change|delete|sync)$}', 'Path' => '!', 'Content' => '?', } ], } }); This code snippet makes sure that the given $Params-hash contains two elements (GeneralAttrs & JobAttrs), each of which has to follow the specified substructures. As I believe this function could be useful throughout OTRS (now that we have the 2.2-branch), I'd like to add it to the framework. I can see two ways of doing that: 1.) non-OO style: add some kind of helper module (e.g. Utils.pm) and add CheckParams() as a *function* to that. 2.) OO style: add a new module Utils/Params.pm which contains a *class-method* Check(), such that you'd have to invoke it like this Utils::Params->Check($Params, sub { ... }); So what do you think? Do you like the idea in general at all? If so, how should that functionality be integrated (OO- or non-OO-style)? Please fire any suggestions or questions to this list or directly my way. cheers, Oliver

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