February 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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Forcing the replacement of files in .sopm packages
by Eduardo Raffoul 01 Apr '08

01 Apr '08

Hello everyone, I'm currently trying to build a .opm package that has some otrs files but modified. This is my *.opm package should have a newer version of Kernel/System/Ticket.pm, but when i build the package and try to install it, OTRS gaves me an error because there is another package that already uses that file. I've been checking the source of Kernel/Modules/Installer.pm and i have seen that there's an Force option, but i still have no idea on how this parameter is suposed to be passed to the function. Any ideas suggest??? Thanks a lot

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First ticket owner
by Charles Kennedy 27 Feb '08

27 Feb '08

Hi, There is some place where can I find who is the first owner of a ticket? This information can be recovered from table ticket_history, but what I need know is if there is some method of a class that return this information. I didn't find. My client want that the column "Owner" on customer interface (CustomerTicketOverView) shows the first Owner. Regards, Charles K. Schulz

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Customer frontend select ticket customer ID when creating a new ticket
by Laurent Minost 21 Feb '08

21 Feb '08

Hi, Anyone here who succeed to achieve this kind of behaviour please ? I would like to add a drop down menu under CustomerTicketMessage (New Ticket form) displaying the two values of CustomerID and CustomerIDs for the current logged in customer user so this one will be able to choose for which company he is opening the ticket. This will avoid agent/administrators to re-affect ticket customerID (company) if it was not the main one for the customer user and automate a little bit more the process. OTRS defaults to open the new ticket with the main Customer ID of the customer user who opened the ticket. I'm available if I was not clear or if you need more informations. Thanks a lot. Laurent MINOST

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Re: Re: Error in CustomerTicketOverView of my installed version
by Charles Kennedy 18 Feb '08

18 Feb '08

Perfect, Martin! There was a error because we restore the database and some article didn't come together. I just restore the database backup and worked pretty well. Thanks so much! Charles K. Schulz

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Error in CustomerTicketOverView of my installed version
by Charles Kennedy 15 Feb '08

15 Feb '08

Hi, A error is occurring im my CustomerTicketOverView.pm (or in CustomerStatusView.dtl). The ticket's information look like this: """ 0 $Quote{""}","23 0 $Quote{""}","23 0 $Quote{""}","23 0 $Quote{""}","23 0 $Quote{""}","23 0 $Quote{""}","23 0 $Quote{""}","23 0 $Quote{""}","23 0 $Quote{""}","23 0 $Quote{""}","23 0 $Quote{""}","23 0 $Quote{""}","23 0 $Quote{""}","23 0 $Quote{""}","23 0 $Quote{""}","23 2007060659000105 253 days 23 hours Instalação VS.net 2005 FECHADO COM ÊXITO user0021 """ The release that my client uses is 2.1.5. So, maybe this error can be a corrected bug. But I didn't find nothing about that. Somebody know something about this error? If you want, I can send you a printscreen of the page and the piece of the HTML. Just ask me and I send to your e-mail. Thanks, Charles K Schulz

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Re: dev Digest, Vol 55, Issue 6
by Charles Kennedy 13 Feb '08

13 Feb '08

Hi Eduardo, A part of my problem could be solved with ACL, but I the below ACL is not working for me. $Self->{TicketAcl}->{'ACL-RemoveTicketMove'} = { # match properties Properties => { # See, this is empty. Everybody matches. }, # return possible options Possible => { Action => { AgentTicketMove => 0, }, }, }; $Self->{TicketAcl}->{'ACL-AddTicketMove'} = { # match properties Properties => { User => { Group_rw => [ 'admin', ], }, }, # return possible options Possible => { Action => { AgentTicketMove => 1, }, }, } My intention on this was permit only the admin users move the ticket. What's wrong? Regards, Charles K. Schulz ckschulz(a)gmail.com 2008/2/8, dev-request(a)otrs.org <dev-request(a)otrs.org>: > Date: Thu, 7 Feb 2008 14:09:37 -0430 > From: "Eduardo Raffoul" <eraffoul(a)gmail.com> > Subject: Re: [dev] Check user group or if user is admin > To: "Development community of OTRS.org" <dev(a)otrs.org> > Message-ID: > <35f54d230802071039u38185330ia66d7e340c5dd776(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Hi Charles, > Hi Charles, > > Depending on what type of option you want to filter, theres 2 ways to do it. > If this option is related to properties of tickets, queues, or something > like that, an ACL would work fine. If what you want to filter is an entire > module, or some functionality of that module, you can put filter options in > the related /Config/Files/*.xml file. In Framework.xml you can see this > > <ConfigItem Name="Frontend::Module###Admin" Required="0" Valid="1"> > ... description stuffs... > <Group>Framework</Group> > <SubGroup>Frontend::Admin::ModuleRegistration</SubGroup> > <Setting> > <FrontendModuleReg> > <Group>admin</Group> > ... some other things.... > </FrontendModuleReg> > </Setting> > </ConfigItem> > > The key here is the <Group> tag, that is how the system knows that only and > admin user can access to the function or module. Take a look at the rest of > the file, or any other one, and maybe you'll find what you're looking for. > > Many greetings, > Eduardo Raffoul > > 2008/2/7, Charles Kennedy <ckschulz(a)gmail.com>: > > > > Hi, > > > > I have a option that will be visible only if the user is admin. So, I > > put a block in the dtl file and now I need to pass the data on the > > frontend module. > > > > How can I check if the user is of admin group? > > > > > > Thanks & Regards, > > > > Charles K. Schulz > > ckschulz(a)gmail.com

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New Feature: Queue Preferences
by Martin Edenhofer 13 Feb '08

13 Feb '08

Hi, JFI, there is a new feature in CVS which will be availabe in OTRS 2.3.x. QueuePreferences ================ In the past we got may requests that many users want to store more attributs for queues (even for customizations to add features based on some queue attributes). So in the past if you wanted to do this you needed to patch 3 files: o Kernel/System/Queue.pm o Kernel/Modules/AdminQueue.pm o Kernel/Output/HTML/Standard/AdminQueueForm.dtl So this is not really maintainable from on version to the next version and you need to add these 3 files always to your .opm file (if you create one). -=> Time for an module layer to save resources for customizations. :) So it's very easy to have new queue attributes by only adding a config option like this (1:1 the same as for agent or customer preferences). Yes, you also can change this queue attributes in the admin area under "Queue Management": $Self->{QueuePreferences}->{EscalationNotifyLevel} = { Module => 'Kernel::Output::HTML::QueuePreferencesGeneric', Label => 'EscalationNotifyLevel', Desc => 'Define the level of escalation notify.', Block => 'Option', Data => { '' => '-', 10 => '10%', 20 => '20%', 30 => '30%', 40 => '40%', 50 => '50%', 60 => '60%', 70 => '70%', 80 => '80%', 90 => '90%', }, PrefKey => 'EscalationNotify', }; Of course you also can create your own Kernel::Output::HTML::QueuePreferencesXXX module for own data lookups or what ever. PS1: Yes, you also can use these type of queue attributs in any templates by using <OTRS_QUEUE_EscalationNotify> if EscalationNotify is the PrefKey. PS2: Yes, you also get this queue attributes back from core modules Kernel::System::Queue->QueueGet(). It's just the same as for agents and customers. -=> Developer Manual will be updated soon as possible. Greetings, -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: Burchard Steinbild Chief Executive Officer: André Mindermann

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feature request about outgoing mail
by Mike Lykov 13 Feb '08

13 Feb '08

Honorable developers. anybody, please see to my feature request in http://bugs.otrs.org/show_bug.cgi?id=2661 and give some answer ;) I try to ask in otrs@ users list, but no answer, no luck. -- Mike Lykov System Administrator, Domain Name Registrar REG.RU http://www.reg.ru/ +7 495 580-11-11 int. 504

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Check user group or if user is admin
by Charles Kennedy 07 Feb '08

07 Feb '08

Hi, I have a option that will be visible only if the user is admin. So, I put a block in the dtl file and now I need to pass the data on the frontend module. How can I check if the user is of admin group? Thanks & Regards, Charles K. Schulz ckschulz(a)gmail.com

2 1