September 2007 - dev - OTRS mailing lists

About the arquitecture of OTRS 2.2
by Eduardo Raffoul 12 Sep '07

12 Sep '07

Hi, i'm actually working in a project to develop some new characteristics to OTRS::ITSM. I must say, first of all, that i'm new with this project and i really don't know too much about the system, just what's on the manuals. The question is this, i'm about to develop some characteristics like to close all incidents related to a problem that has been closed. I want to create new plugins, like the ones that you download to install ITSM. But i would like to know if OTRS handles like an event bus, to communicate the actual core with my new functionalities. More precisesly, i want that when a ticket classified as Problem is closed, he executes all the code in the core of OTRS, plus some new code that i wrote that closes the related incidents. Thank you.

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Search Results: Display total time ticket was opened for
by O'Rourke, Shawn 06 Sep '07

06 Sep '07

Where would I go to find the portion of the code to modify. I have some experience with web programming and would like to be able to add this feature myself if possible. -Shawn

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Search Results: Display total time ticket was opened for
by O'Rourke, Shawn 06 Sep '07

06 Sep '07

Is there a way to display the time difference between when a ticket was opened and closed? I notice that in the mysql database there is a create_time and a change_time but I'm not sure how to display the difference of these two in my search results. Thanks in advance -Shawn

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X-OTRS-Owner like header ?
by Laurent Minost 06 Sep '07

06 Sep '07

Hi, Anyone here who knows of an X-OTRS header which would allow to set the owner of a new created ticket please ? Searched for an X-OTRS-Owner header but it seems ot doesn't exist yet. Any personal source-code modifications, add-on to implement this feature would be gratefully appreciate :). Thanks by advance. BR Laurent MINOST

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About the development of OTRS
by Eduardo Raffoul 06 Sep '07

06 Sep '07

Hi, Im a student of Computers Engineering <https://www.ldc.usb.ve/%7Ecpc/> at Universidad Simón Bolívar <http://www.usb.ve> (Simon Bolivar University), in Caracas, Venezuela. I'm currently in my workgrade, it's about evaluating a few open source's tracking issue systems, with the intention of selecting the best one to extend its functionality. Under the evaluation's methodology (one designed in my university) i need to compare some information of the systems. I'm writing to know if there is any of the following items availables in some place, or if some one here can answer me. The items are this: * ¿Is there a software and system's requirements list defined by the developers or comunity developers? * ¿Does it exists a definition of the acceptance criteria? * ¿Is it defined a check criteria for all the software units with respect to the requirements? * ¿Does the software units were defined as the design? * ¿Does it exists a tests plain? * ¿How was the frequency of the tests plain? (half-yearly, quarterly, bi-monthly, per week, per day) * ¿Does it exists a check criteria to the product? * ¿Does it exists checking activities? * ¿What is the proportion between the functionalities that belongs to other systems and the total of the product's functionalities? * ¿How old, in months, is the software? (Since the first release) I would be preety grateful to anyone who could help me.

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Autoreply: Re: [dev] X-OTRS-Owner like header ?
by sven.waibel＠imbus.de 06 Sep '07

06 Sep '07

Hallo, bin hier nicht mehr zu erreichen. Falls Sie keinen alternativen Ansprechpartner haben, dann wenden Sie sich bitte an info(a)imbus.de Grüße Sven Waibel

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Ideas for the OTRS-Developer tool Fred
by Thomas Raith 05 Sep '07

05 Sep '07

Hi OTRS-Developers, Fred is a development module whose purpose is to find problems in any OTRS module as they occur (as opposed to reading about them in the Apache logfile). Fred traces the execution of OTRS modules and scrutinizes their output in order to find any problems (for instance with regards no HTML-tags not being closed, etc.). Judging from our own experience, Fred is a very valuable tool as it makes problems visible very early in the development cycle. If Fred detects an error it includes the error warning in the HTML-Output of OTRS just in time. Actually it finds * perl warnings (for example uninitialized value) * html syntax errors * translation missing Now we would like to include more useful functions. So please give feedback if you have any ideas yourself. At the moment we discuss the following features: * improve the handling of the 'translation missing' detection * a function to detect {ConfigObject}->Get calls without a feedback * otherwise a detection to find unused config xml settings * function to include benchmarking and profiling modules like Benchmark, Devel::DProf and Devel::SmallProf Thank you for your new ideas. Suggestions for improvements to the existing functionality is also very welcome. ((enjoy)) Thomas Further information * actually Fred is only available as cvs checkout * also see cvs.otrs.org * you also need the otrs-link module and some cpan modules * the settings required by Fred can be done in sysconfig

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