October 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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[FR] CI-Events - Suggestion inside
by Torsten Thau 22 Oct '08

22 Oct '08

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi otrs-dev, hm - not sure if this should be send to otrs-itsm... but in the end it's more a dev-issue... However, we figured that it'd be useful to have CI-Events. With these, plausibility checks (so called "pre-events") could be designed and some checks which are already included in teh code could be separated from the "rest of the code". Furthermore, some auto mechanisms could be designed to perform defined actions after an CI-update has been done (so called "post-events"), e.g. notifications after new CI are created. In conjunction with some adaptions in Modules/AgentITSMConfigItemEdit.pm (which are not yet included in the attachment - sorry), the results of the plausibility check can be returned to the user/GUI before a new version is written. So, what about adding this fabulous ;) function to OTRS::ITSM? I was so free and already created a bugzilla-entry: http://bugs.otrs.org/show_bug.cgi?id=3389 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 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFI/xxAvXo8m5PgoXQRAkM/AJ9KYRD3xav3rLdzV1vwwVsAljSktwCeNciQ 37uhWJPVYYxoXA9a64ZRQeM= =laXD -----END PGP SIGNATURE-----

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Migration from mysql to Oracle, attachments encoding issues
by bass000 17 Oct '08

17 Oct '08

Hi all, Sorry for cross posting on otrs list, and this dev list, but maybe on the dev list, you could be more useful on this problem! I try to migrate our OTRS database from mysql to Oracle. We are using OTRS 2.3.1, the migration process is done with the scripts generated by sqldevelopper, the processes are: 1) mysqldump --> dumps data to text file 2) create schema in oracle using the otrs-schema.oracle.sql 3) sqlldr (sql loader) to import data from the text file 4) Recreate sequences All seems fine, but I have a problem with attachments: Example on an HTML attachment: Source : mysql> select * from article_attachment WHERE article_id = 4633 AND id=2508; | 2508 | 4633 | file-2 | 28057 | text/html; charset=\"windows-1258\" |<html xmlns:v=\"urn:schemas-microsoft-com:vml\" xmlns:o=\"urn:schemas-microsoft-com:office:office\" xmlns:w=\"urn:schemas-microsoft-com:office:word\" xmlns:st1=\"urn:schemas-microsoft-com:office:smarttags\" xmlns=\"http://www.w3.org/TR/REC-html40\<http://www.w3.org/TR/REC-html40%5C> "> Target seems well imported: ADMGNDEV> select * from article_attachment WHERE article_id = 4633 AND id=2508; 2508 4633 file-2 28057 text/html; charset=\"windows-1258\" <html xmlns:v=\"urn:schemas-microsoft-com:vml\" xmlns:o=\"urn:schemas-microsoft-com 01/10/08 17:03:03 1 01/10/08 17:03:03 1 :office:office\" xmlns:w=\"urn:schemas-microsoft-com:office:word\" xmlns:st1=\"urn:s chemas But the attachment is not readable, and if i try to add the same attachment via OTRS (migrated to Oracle) I have this : ADMGNDEV> select * from article_attachment WHERE article_id = 100050; 100058 100050 file-2.html 28057 application/octet-stream PGh0bWwgeG1sbnM6dj0idXJuOnNjaGVtYXMtbWljcm9zb2Z0LWNvbTp2bWwiIHhtbG5zOm89InVy 15/10/08 10:47:07 2 15/10/08 10:47:07 2 bjpzY2hlbWFzLW1pY3Jvc29mdC1jb206b2ZmaWNlOm9mZmljZSIgeG1sbnM6dz0idXJuOnNjaGVt YXMtbWljcm9zb2Z0LWNvbTpvZmZpY2U6d29yZCIgeG1sbnM6c3QxPSJ1cm46c2NoZW1hcy1taWNy Do you have any idea, why under Oracle, OTRS encodes all attachments using \"application/octet-stream\", and do you know anyway to convert text (text/html; charset=\"windows-1258\") to octet (\"application/octet-stream\")? Hope this clear, don\'t hesitate to ask details. Thank for your answer. Regards, Bastien. -- Bastien Leblanc email: bastien(a)tribuleblanc.com Site : http://bastien.tribuleblanc.com Enfants: http://www.travisjudith.info

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GenericAgent: No valid time format '1224016203'
by Klaus Rörig 16 Oct '08

16 Oct '08

Hello, I wonder, if someone could help me with this mail. I get it every twenty minutes when the GenericAgent runs. There are no tickets in the system. Where does this come from? <snip> ERROR: OTRS-GenericAgent-10 Perl: 5.10.0 OS: linux Time: Tue Oct 14 22:40:03 2008 Message: No valid time format '1224016203'! Traceback (19803): Module: Kernel::System::Ticket::TicketSearch (v1.343) Line: 4123 Module: Kernel::System::GenericAgent::JobRun (v1.43) Line: 380 Module: /usr/local/otrs//bin/GenericAgent.pl (v1.49) Line: 214 </snip> Thx. Regards, Klaus Rörig -- ********************************************************************* Regionalverkehr Köln GmbH RVK - Wir bewegen die Region Klaus Rörig Systembetreuung Linux/Windows/Technik/User Helpdesk Theodor-Heuss-Ring 38-40 50668 Köln Fon: +49 221 - 1637- 0 Fax: +49 221 - 1637- 226 E-Mail: <mailto:klaus.roerig@rvk.de> Web: http://www.rvk.de Sitz der Gesellschaft : Köln ; Amtsgericht Köln: HRB 7432 Vorsitzender des Aufsichtsrates: Landrat Günter Rosenke Geschäftsführer: Eugen Puderbach Die in dieser Nachricht enthaltenen Informationen sind vertraulich. Sie sind nur für den Adressaten bestimmt. Bitte benachrichtigen Sie den Absender, falls Sie nicht der beabsichtigte Empfänger sein sollten, und löschen Sie diese Nachricht umgehend aus Ihrem System. Aus Rechts- und Sicherheitsgründen sind die in dieser E-Mail und Ihren Anhängen gegebenen Information nicht rechtsverbindlich. Insbesondere gelten E-Mail oder Anhänge nicht als rechtsverbindliche Willenserklärungen. Vertragsabschlüsse oder einseitige Willenserklärungen erfolgen nur schriftlich. Beachten Sie bitte, dass jede Form der unautorisierten Nutzung, Veröffentlichung, Vervielfältigung oder Weitergabe des Inhaltes dieser E-Mail nicht gestattet ist.

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Source Code: 2.3 branch!
by Martin Edenhofer 07 Oct '08

07 Oct '08

Hi, after the pretty successful start of OTRS 2.3 we want to say thank you to all! :-) Today we created a cvs branch for OTRS 2.3. That means this branch will have all future bug fixes for OTRS 2.3.x (just bug fixes no new features). To checkout the 2.1 branch use: =============================== "cvs -z3 -d :pserver:<user>@cvs.otrs.org:/home/cvs co -r rel-2_3 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: ----------------------------------------------------------------- Source code lines (*.sh) : 968 Source code lines (*.pl) : 7344 Source code lines (*.pm) : 207644 Source code lines (*.t) : 24593 Source code lines (*.dtl): 22069 Source code lines (*.xml): 18279 ----------------------------------------------------------------- That means we have totally -->> 280.897 <<-- lines source code in OTRS 2.3. ;) -Martin -- ((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! Address of record: Bad Homburg Local Court: Bad Homburg, HRB 10751 Tax number: 003/240/97505 Chairman of the Supervisory Board: Burchard Steinbild Executive Board: André Mindermann (CEO), Martin Edenhofer

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Successfully displayed change_time but need help formatting.
by Isaac Dawson 02 Oct '08

02 Oct '08

So I've been wrestling with getting the change_time value to show up instead of Age, and I finally got it... although I still need to figure out how to sort by it. Anyways, it formats the datetime information out like 0000-00-00 00:00:00 and what I would like is 00/00/0000 00:00:00. If anyone could help me out with that (or the sorting) that would be great. Below is how I got the change_time value to show up in place of the Age value. Locate: Kernel\Output\HTML\Standard\AgentTicketQueueTicketView.dtl Look for: (its near the top) $Env{"Box0"}$Text{"Age"}: $Data{"Age"}$Env{"Box1"} Replace with: $Env{"Box0"}$Text{"LastUpdated"}: $Data{"LastUpdated"}$Env{"Box1"} Locate: Kernel\System\Ticket\Article.pm Look for: (should be around the 1600s) . ' st.escalation_solution_time, st.escalation_time ' Replace with: . ' st.escalation_solution_time, st.escalation_time, st.change_time ' Look for: $Data{SLAID} = $Row[75]; $Ticket{SLAID} = $Row[75]; Replace with: $Data{SLAID} = $Row[75]; $Ticket{SLAID} = $Row[75]; $Data{LastUpdated} = $Row[79]; $Ticket{LastUpdated} = $Data{LastUpdated}; -- Isaac Dawson

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