January 2008 - 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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glob() in Kernel::Config::Defaults
by Felix J. Ogris 01 Feb '08

01 Feb '08

Hi, in sub new() in Kernel::Config::Defaults (around line 2077), glob() is used: my @Files = glob("$Self->{Home}/Kernel/Config/Files/*.pm"); At least on FreeBSD 6.3 w/ Perl 5.8.8, glob() does not always return a sorted array. So I suggest the usage of sort: my @Files = sort glob("$Self->{Home}/Kernel/Config/Files/*.pm"); Background: I wrote some modules, which come along with their own config files. These have to override some values that are loaded by ZZZAAuto.pm. Felix

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[timeout timeresponse]
by juliancho galindo 25 Jan '08

25 Jan '08

Hi: Otrs is funny, but do you now the meaning of timeout in the table ticket ?¿ Example: Timeout in the table ticket = 11001212120210 do you now what is the meaning of this number ?¿ Thanks from Ecuador (South America) Blessings -- JULIAN GALINDO Desarrollador Sistemas SOFTWARE FREE Y TICs ----------------------------------------- BUSCA PRIMERO EL REINO DE DIOS Y SU JUSTICIA Y TODO LO DEMAS OS SERÁ AÑADIDO Cuantos diceeeen Ameeeeennn móvil:088117669 home 2732567 Usuario LINUX: #397960 portal.conlinux.net julian.conlinux.net julian.conlinux.net/mcommerce PROYECTO DE GRADO

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CustomerID
by Simon Adams 15 Jan '08

15 Jan '08

Hey guy, I was wondering, why is CustomerID a free text box in AgentTicketPhone? If you have a list of customer companies in your database, why would you want to type it in freetext, why not select from a drop down? Is it possible to convert this into a drop down box? Regards, Simon

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Status of Bugs
by Thomas 14 Jan '08

14 Jan '08

Hi there (http://lists.otrs.org/pipermail/dev/2007-November/001771.html) > André Bauer wrote > > TM> I wan't to know: > TM> - shouldn't i post patches? > TM> - will there ever be any answer like "good patch", "bad patch" or something like that? > > Just be a bit more patient. Normaly all Bugs are answered after a > while. Just wanted to know, what the definition of "after a while" is. Both (IMHO annoying) bugs (http://bugs.otrs.org/show_bug.cgi?id=2036, http://bugs.otrs.org/show_bug.cgi?id=2304) still open. - Thomas

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Own expansion in closing a ticket
by Webdesign Richter 13 Jan '08

13 Jan '08

Hello, I would like to program an "easy" expansion in closing a ticket. I need more fields on the frontend screen "Ticket Close". I know OTRS has 16 freetext fields, but this is not enough. It sounds strange, but it is a requirement of the client. I need more than 16. So I updated the AgentTicketClose.dtl file like this: <tr> <td colspan="2" class="contentkey">Variable 1:</td> <td class="contentvalue"><input type="text" name="Variable 1" size="3"></td> </tr> Now I must handle these Variable 1. When the button "close" is pressed, these variable should be saved into my Database into an extra table with the ticket id. The reason for this expansion is that the agents should write more information about a ticket when it will be closed. I need your help as soon as possible. Thank you in advance. Yours faithfully Dirk

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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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Admin/SysConfig
by Simon Adams 10 Jan '08

10 Jan '08

Chaps, I've taken over an OTRS installation and the admin/sysconfig top level icon has disappeared. I've tried looking in ZZZAAuto.pm and ZZZAuto.pm to see a front end item being deleted, but can't see anything. Can anyone suggest where I should look to recover these icons? Regards, Simon

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Problem with OTRS when running on MSSQL
by Manuel Hecht - OTRS AG 10 Jan '08

10 Jan '08

Hello DEV list, ATTN: All MSSQL Sepcialists! We need your help! We have a current problem with OTRS when running on MSSQL. An exact description of the problem is located at: http://bugs.otrs.org/show_bug.cgi?id=2227 The solution, as presented by Mortiz, functions great. The problem is: The solution requires that all core functions that use LIKE would need to be called using QuoteLike(). We view this change as unacceptable, due to the fact that the entire core must be overhauled to reflect this change, and that in all other modules that would be developed using the QuoteLike() call could be easily forgotten. With the exception of MSSQL, all DBMS's can handle a LIKE in this situation without problem. We would prefer a fix in the DBMS drivers within OTRS. Our preference would be to find a configurations option in MSSQL that would deactivate the behavior of square brackets in connection with the LIKE function. We could then send this option to MSSQL with the connection information. We were unsuccessful in finding anything of use in the MSSQL documentation. We have great interest in hearing if anyone knows a way to do this. Please contact us if you know anything that may help. Best regards, Manuel Hecht ((otrs)) :: OTRS AG :: 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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Newbie Question on OTRS Customization
by Jayasimha MR 06 Jan '08

06 Jan '08

Hello All, I am new to OTRS and am trying to get it to work for the Requirement that i am having. I have gone through the Developer's Manual (Chap-9), Admin Manul (Chap-14) and have a decent Understanding of what is it that is needed. I tried a few customization like Ignoring a few fields while displaying in the Output/HTML/<>/*.dtl, But i must say i had partial Success and not complete. I am stating the requirement below, hoping that i can get a Fresh view on how to go about customizing OTRS to fit my need. 1. Only 1 Interface is needed (No concept of Customer or Public) 2. LDAP Authentication for Users with that particular Interface (Say AgentInterface) 3. I was able to get LDAP working with the help of another colleague 4. Now The default Screen that is popped up is AgentTicketQueue! this has Tickets that are assigned to the Agent. The requirement is rather to have a list of Tickets that have been raised and who is working on what, how much time is spent on each, what is the priority level etc... This should be shown in the First Screen the User sees 5. When User (Agent you call it) wants to Log a Ticket, he/she should be able to do that and have it Displayed to anyone who logs in after the ticket is created. 6. The Stats Screen to have a detailed Reports on How many issue came in, what was the Mean Time to Resolve, Escalation Details, etc.. Can you please share with me a detailed Howto? I have spent about 5 days on it and i do not have much time left to tinker the Kernel/Module Kernel/Output Directories. Please Help. Thanks, Jayasimha

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