September 2007 - dev - OTRS mailing lists

[itsm] ITSM 1.1
by Philippe de LUSSY 18 Sep '07

18 Sep '07

Hi, We have a lot of questions/ issues regarding the present ITSM data model , and its current "restrictions" as * companies not been able to have sub-companies * contract feature , able to regroup services ( and not linked as present to customer login) . Then contract to be associated to a company * SLA being able to be generic, and as such , associated to a Service , via a Contract ( possibly several SLA for a given Service under a given COntract) * ConfigItem to be associated to a contract / service , with the associated SLA chosen among the possible ones * location being able to be linked to one or more companies( shared locations) * customer users with independent customer ID to be linked to one company with the consequent UI behavior : ex : selecting a company , limits * the contract choice which limits the Service choice which limits the configItem , if any and then the SLA * then limits the possible customer users to be associated a ticket ( from the ones associated to the Contratc / service / ConfigItem) obviously this imposes to have fro each company at least one contract, with at least one Service and then optionally a SLA , in parallel optionnally a ConfigItem To our understanding, above features are ITIL compliant, ( unless otherwise demonstrated) , an reflect the real life of a service provider . is there any plans to move in these direction, at least partially. Any feedback will be greatly appreciated , as we have to make a choice to switch or not to OTRS/ITSM 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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Timeout while using Stats module
by Laurent Minost 17 Sep '07

17 Sep '07

Hi, Having some problems here while computing some stats with OTRS stats module. I made a customized stats form to allow us compute how many tickets are opened each month by each Customer Company's ID, if I try to run it on a year (01/01/2007 to 31/12/2007) and choose Print as output ( PDF output ) I get what I can probably call a "timeout" between 3 or 4 minutes when stats are computed returning me back with a 500 Internal server error. My webserver logs are giving me : [Mon Sep 17 17:03:14 2007] [error] [client 10.1.6.3] Premature end of script headers: index.pl, referer: http://otrs-test/otrs/index.pl?Action=AgentStats&Subaction=View&StatID=4 I can see in a 'show full processlist' mysql shell that a lot of queries are passed to MySQL, it seems to me that the process is taking long time to achieve and a timeout occurs before the end | 633 | otrs | localhost | otrs | Query | 0 | Copying to tmp table | SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , ticket_history th WHERE sq.id = st.queue_id AND st.id = th.ticket_id AND LOWER(st.customer_id) IN (LOWER('SENTOR') ) AND st.create_time <= '2007-01-31 23:59:59' AND st.create_time >= '2007-01-01 00:00:00' ORDER BY st.create_time_unix DESC LIMIT 100000000 | For informations, we have almost 3900 tickets on database and 125 Customer Companys. Has anyone already encountered such problems and/or see any things that could be set to avoid this behaviour please ? Thanks by advance for your answers and time. Best regards, Laurent MINOST

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404 when accessing CVSweb this morning
by Laurent Minost 17 Sep '07

17 Sep '07

Hi, To OTRS people, for information : http://cvs.otrs.org/viewvc.cgi/otrs/ is producing an HTTP error 404 Document not found this morning. BR, Laurent

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RE: [dev] OTRS draft saving
by Dan King 14 Sep '07

14 Sep '07

I added the following lines of code: <ConfigItem Name="Frontend::Module###AgentTicketEdit" Required="1" Valid="1"> <Description Lang="en">Frontend module registration to allow editing of draft copies of emails.</Description> <Group>Framework</Group> <SubGroup>Frontend::Agent::ModuleRegistration</SubGroup> <Setting> <FrontendModuleReg> <Description>AgentTicketEdit</Description> <Title>AgentTicketEdit</Title> </FrontendModuleReg> </Setting> </ConfigItem> In the Framework.xml file located in the folder Kernel/Config/Files/ Then I went to sysconfig and added admin and user groups for read/write capabilities. 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 ------------------------------------------------------------------------------------ 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. -----Original Message----- From: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] On Behalf Of Christian Schoepplein Sent: September 14, 2007 3:16 PM To: Development community of OTRS.org Subject: Re: [dev] OTRS draft saving Hi Dan, On Fr, Sep 14, 2007 at 02:05:13 -0400, Dan King wrote: >I have been working on a new module that will allow an article to be saved, >instead of sent and allow the article to be brought up later for revision or to >send. So far I have create a file called AgentTicketEdit.pm and >AgentTicketEdit.dtl which somewhat resembles that AgentTicketCompose.pm and >.dtl files. > > > >I then registered this module in the Framework.xml file and restarted apache. >When I click on the link that will allow me to edit an article I have saved I >receive the error message below: > > > >No Permission! > >Message: You need permissions! How do you register the new module? In otrs the module permissions are group related, seems that something goes wrong with this for your new module. >Dan King Regards, Christian -- ((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!

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OTRS draft saving
by Dan King 14 Sep '07

14 Sep '07

Hi list, I have been working on a new module that will allow an article to be saved, instead of sent and allow the article to be brought up later for revision or to send. So far I have create a file called AgentTicketEdit.pm and AgentTicketEdit.dtl which somewhat resembles that AgentTicketCompose.pm and .dtl files. I then registered this module in the Framework.xml file and restarted apache. When I click on the link that will allow me to edit an article I have saved I receive the error message below: No Permission! Message: You need permissions! The error below is reported in the system log: Time Priority Facility Message Fri Sep 14 14:02:30 2007 error OTRS-CGI-10 Need Type! Does anyone know what my issue is with this? So far all I can tell is that when the method Permission from Ticket.pm runs I don't seem to set the value to anything but I am at a loss for how to fix 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.

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email body not displayed
by Eric Boudrand 13 Sep '07

13 Sep '07

<<< No Message Collected >>>

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2.1.7: Kernel/System/Email.pm->Send() bug ?
by Wiktor Wodecki 13 Sep '07

13 Sep '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi there, I recently updated our installation from 2.1.6 to 2.1.7. After the smooth update our users started to complain about binary attachments being mangled when send via email. After some checking I found out, that attachments which are send via email will be encoded by the Send() function in the Email objects at around line 269: <snip> # content encode $Self->{EncodeObject}->EncodeOutput(\$Upload{Content}); # attach file to email </snip> I did double-check and the otrs did this at least back to 2.1.2, but only on the way from 2.1.6 to 2.1.7 the behaviour caused problems on our site. I "fixed" our issue by commenting the line out, but I'm not sure whether I just opened up a can of worms. Could somebody with a more in-depth view of the relevant code paths please explain to me why the encoding is neccessary at this point? BTW, we're using UTF-8 for everything and perl 5.8.5 on linux. - -- Regards, Wiktor Wodecki net mobile AG, Zollhof 17, 40221 Duesseldorf, Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFG55v86SNaNRgsl4MRAkdfAJ0T0sukYbyy3WcyUIb3gBxO2yafswCglkLY OdJay/o2HdydczUv0OBeUWQ= =uv4m -----END PGP SIGNATURE-----

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CVS: 2.2 branch!
by Martin Edenhofer 13 Sep '07

13 Sep '07

Hi, after the very successful start of OTRS 2.2 we want to say thank you to all! :-) Today we created a cvs branch for OTRS 2.2. That means this branch will have all future bug fixes for OTRS 2.2.x (just bug fixes no new features). So the cvs (HEAD) is ready for new features (see bugzilla). -=> Please remember to check in source code *with UnitTests only*! <=- To checkout the 2.2 branch use: =============================== "cvs -z3 -d :pserver:<user>@cvs.otrs.org:/home/cvs co -r rel-2_2 otrs" To checkout the cvs HEAD use: ============================= "cvs -z3 -d :pserver:<user>@cvs.otrs.org:/home/cvs co otrs" Thanks, and happy coding! .-) PS: The current stats about the OTRS framework source code (_without_ all additional modules like WebMail, FAQ, FileManager, SIRIOS, ...) is: OTRS 2.0 2.1 2.2 ----------------------------------------------------------------- Source code lines (*.sh) : 907 899 936 Source code lines (*.pl) : 5950 5943 6329 Source code lines (*.pm) : 124897 150370 170995 Source code lines (*.t) : 0 8384 13414 Source code lines (*.dtl): 16381 18499 20716 Source code lines (*.xml): 8839 14072 17105 ----------------------------------------------------------------- Total: 156.974 198.167 229.495 -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!

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New theme development -corrected,sorry-
by Rustedt, Florian 12 Sep '07

12 Sep '07

Hello dev-list, I am working in a small corporate and we are working very intensive with the otrs. This lead to the wish for us to create a new theme which is easily manipulated. What we don't like about the actual way the gui is build is the huge amount of files with no consequent diversification of layout, design and category. That's why we begann to develop our own theme and now i want to share this ideas with you - the developers - to see how we can go the same way to bring our development back to community.. For a common language, some "vocabular" i will use ;) - a "gui" is a frontend/web-application, that is responsible for a type of user. In otrs this is agent- and customer-gui. - a "view" is a page like it is viewed in the browser, so a gui consists of views and a view consists (mostly) of several templates A) ##################### Style-convention My first step was to eliminate every design-tag/-style/font/etc. from the mostly used files. I eliminated some tables that had no real meaning for the layout and put up three stylesheet-files, so that there is a clear structure in the design. As styles are handled in different priority, i had the idea to make the stylesheets in groups by weight, so i made: - css-byTags.dtl: For default settings that are for EVERY tag mentioned here(a, body, table,..) - css-byClasses.dtl: For all classes. Classes are for more individual tags, like different table-types(main, header, footer,..) - css-byId.dtl: This is the most precise one, Ids have the highest weight This means by example: 1. ALL tables get some properties like font-size, font-color, border, etc. in css-byTags.dtl 2. In hardly every dtl is a table, that forms a header, so here's the header-class in the css-byClasses.dtl 3. At last, there is ONE header in ONE page, it's ID is p.e. "AgentTicketZoom_header", that needs a differnet border-color. This is done in css-byIds.dtl After doing this, i had reduced the size of several files a lot and you can read them now more easily with the big advantage, that you can change the design ONLY in styleheets. B) ##################### Naming-convention Additionally, exspecially for Ids, i had to insert severall classes and Ids, removing some others. To have a comprehensive naming-convention, i used following schema: 1. Classes are named by their function, p.e. "main", "header", "footer", "submit",.. 2. Ids are named using the page-name AND the class-name, p.e. "AgentTicketCompose_header" or "AgentTicketOwner_submit" 3. A tag with an Id always has to have a class(!) This is easy and simple to understand for all, who wants to make their own classes and Ids in future. C) ##################### Filesystem ################### We were not so happy about dozends of files from different guis resting in only ONE directory, so we seperated them: We have now three theme-directories named: - customer_<themename> - agent_<themename> - admin_<themename> Additionally, for developping-purposes, i added "" at the end of EVERY file, so i could easily see,w hich template i'll have to modify (in the theme-dir: "ls|while read fil;do echo '" >> "$fil";done") D) ##################### Wishlist ################### Some points are open for us in the moment and we would be glad, if we could go for a solution together: 1. Integrate same-looking pages in ONE file, p.e. AgentTicketForward, AgentTicketBounce, AgentTicketPhone, AgentTicketCompose, etc.: Perhaps this could be done easily if the application looks for a seperate file and ELSE(!) takes the (not yet developped) default one(p.e."AgentDefAnswer.dtl"), which has all necessary dynamic code in it to fullfill the needs of all similar pages agregated in this template? 2. implementing less tables and more divs or spans for reducing the needed "width"-properties in the html-code and for reducing needed tags in html-code 3. working over the files we didn't done yet 4. theme-file-structure: More convenient would be, if a theme could be handled in one directory with several subdirectories for the category/gui-type, but i didn't had the time 'til now to find out, where i'ld have to change something, so a theme could have subdirectories for this. I could imagine something like this for future: + <themename> +--+ common (common things for all others) +--+ agent +--+ customer +--+ admin Exspecially point(1) and (3) would lead in a VERY smart and easy to manipulate theme and would however not prevent users from creating different templates per view! I think it's enough now at a first glance, i am very curious about your opinions now ;) Kind regards Florian Rustedt IT-Administrator/-Entwickler =========================================================== Email: support(a)smartnet.de Telefon: +49(40)-5540-0 Telefax: +49(40)-5540-1040 =========================================================== smartnet Online Service GmbH Ust.IdNr.:DE191136350 Handelsregister HRB 66463 Geschäftsführer: Steuernummer FA: Christian Suding Hamburg 54/855/01047 Claus Masch =========================================================== Weitere Informationen siehe http://www.smartnet.de Hinweis: Diese Email kann vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn Sie nicht der beabsichtigte Empfänger sind oder diese Email irrtümlich erhalten haben, informieren Sie bitte sofort den Absender telefonisch oder per Email und löschen Sie diese Email aus Ihrem System. Das unerlaubte Kopieren, sowie die unbefugte Weitergabe dieser Email ist nicht gestattet.Wir haften nicht für die Unversehrtheit von Emails, nachdem sie unseren Einflussbereich verlassen haben. ********************************************************************************************** IMPORTANT: The contents of this email and any attachments are confidential. They are intended for the named recipient(s) only. If you have received this email in error, please notify the system manager or the sender immediately and do not disclose the contents to anyone or make copies thereof. *** eSafe scanned this email for viruses, vandals, and malicious content. *** **********************************************************************************************

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New theme development
by Rustedt, Florian 12 Sep '07

12 Sep '07

Hello dev-list, I am working in a small corporate and we are working very intensive with the otrs. This lead to the wish for us to create a new theme which is easily manipulated. What we don't like about the actual way the gui is build is the huge amount of files with no consequent diversification of layout, design and category. That's why we begann to develop our own theme and now i want to share this ideas with you - the developers - to see how we can go the same way to bring our development back to community.. For a common language, some "vocabular" i will use ;) - a "gui" is a frontend/web-application, that is responsible for a type of user. In otrs this is agent- and customer-gui. - a "view" is a page like it is viewed in the browser, so a gui consists of views and a view consists (mostly) of several templates B) ##################### Style-convention ################### My first step was to eliminate every design-tag/-style/font/etc. from the mostly used files. I eliminated some tables that had no real meaning for the layout and put up three stylesheet-files, so that there is a clear structure in the design. As styles are handled in different priority, i had the idea to make the stylesheets in groups by weight, so i made: - css-byTags.dtl: For default settings that are for EVERY tag mentioned here(a, body, table,..) - css-byClasses.dtl: For all classes. Classes are for more individual tags, like different table-types(main, header, footer,..) - css-byId.dtl: This is the most precise one, Ids have the highest weight This means by example: 1. ALL tables get some properties like font-size, font-color, border, etc. in css-byTags.dtl 2. In hardly every dtl is a table, that forms a header, so here's the header-class in the css-byClasses.dtl 3. At last, there is ONE header in ONE page, it's ID is p.e. "AgentTicketZoom_header", that needs a differnet border-color. This is done in css-byIds.dtl After doing this, i had reduced the size of several files a lot and you can read them now more easily with the big advantage, that you can change the layout ONLY in styleheets. B) ##################### Naming-convention ################### Additionally, exspecially for Ids, i had to insert severall classes and Ids, removing some others. To have a comprehensive naming-convention, i used following schema: 1. Classes are named by their function, p.e. "main", "header", "footer", "submit",.. 2. Ids are named using the page-name AND the class-name, p.e. "AgentTicketCompose_header" or "AgentTicketOwner_submit" 3. A tag with an Id always has to have a class(!) This is easy and simple to understand for all, who wants to make their own classes and Ids in future. C) ##################### Filesystem ################### We were not so happy about dozends of files from different guis resting in only ONE directory, so we seperated them: We have now three theme-directories named: - customer_<themename> - agent_<themename> - admin_<themename> Additionally, for developping-purposes, i added "" at hte end of EVERY file, so i could easily see,w hich template i'll have to modify (in the theme-dir: "ls|while read fil;do echo '" >> "$fil";done") D) ##################### Wishlist ################### Some points are open for us in the moment and we would be glad, if we could go for a solution together: 1. Integrate same-looking pages in ONE file, p.e. AgentTicketForward, AgentTicketBounce, AgentTicketPhone, AgentTicketCompose, etc.: Perhaps this could be done easily if the application looks for a seperate file and ELSE(!) takes the (not yet devlopped) default one(p.e."AgentDefAnswer.dtl", which has all necessary dynamic code in it to fullfill the needs of all similar pages agregated in this template? 2. implementing less tables and more divs or spans for reducing the needed "width"-properties in the html-code 3. working over the files we didn't done yet 4. theme-file-structure: More convenient would be, if a theme could be handled in one directory with several subdirectories for the category/gui-type, but i didn't had the time 'til now to find out, where i'ld have to change something, so a theme could have subdirectories for this. I could imagine something like this for future: + <themename> +--+ common (common things for all others) +--+ agent +--+ customer +--+ admin Exspecially point(1) and (3) would lead in a VERY smart and easy to manipulate theme and would however not prevent users from creating different templates per view! I think it's enough now at a first glance, i am very curious about your opinions now ;) Kind regards Florian Rustedt IT-Administrator/-Entwickler =========================================================== Email: support(a)smartnet.de Telefon: +49(40)-5540-0 Telefax: +49(40)-5540-1040 =========================================================== smartnet Online Service GmbH Ust.IdNr.:DE191136350 Handelsregister HRB 66463 Geschäftsführer: Steuernummer FA: Christian Suding Hamburg 54/855/01047 Claus Masch =========================================================== Weitere Informationen siehe http://www.smartnet.de Hinweis: Diese Email kann vertrauliche und/oder rechtlich geschützte Informationen enthalten. Wenn Sie nicht der beabsichtigte Empfänger sind oder diese Email irrtümlich erhalten haben, informieren Sie bitte sofort den Absender telefonisch oder per Email und löschen Sie diese Email aus Ihrem System. Das unerlaubte Kopieren, sowie die unbefugte Weitergabe dieser Email ist nicht gestattet.Wir haften nicht für die Unversehrtheit von Emails, nachdem sie unseren Einflussbereich verlassen haben. ********************************************************************************************** IMPORTANT: The contents of this email and any attachments are confidential. They are intended for the named recipient(s) only. If you have received this email in error, please notify the system manager or the sender immediately and do not disclose the contents to anyone or make copies thereof. *** eSafe scanned this email for viruses, vandals, and malicious content. *** **********************************************************************************************

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