April 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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Java WebServiceClient for OTRS
by Christoph Nagel 16 Jun '08

16 Jun '08

Hello, I try to implement a Java WebServiceClient which uses OTRS WebServices. Have anybody experience in implementing a Java WebServiceClient for OTRS or an example? Greetings Christoph

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Question: OTRS Dashboard
by Martin Edenhofer 07 May '08

07 May '08

Hi, just a next question, what do you think, what should be the content of an "OTRS Agent Dashboard"? Any ideas are welcome! :) Many thanks for feedback! -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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Re: [otrs] code to fix ’ and other codes when sending e-mail?
by Jo Rhett 03 May '08

03 May '08

So it's fairly common for people to cut/paste text into their ticket. Unfortunately, many common things are converted to HTML codes when sent. The most common is an apostrophe being converted to ’ (right-tick apostrophe) Obviously this is not very useful when sending plain text e-mail. Is there already an appropriate place to fix e-mail when sending, where replacements like this can be done? -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness

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Sort of FreeText fields
by Rodrigo Pereira 24 Apr '08

24 Apr '08

Hello! I've managed to change sorting of the regular components, adding the SortBy attribute on a few places on the code. I'm trying now to achieve that with FreeTextFields, but not having much success. I just need to have the dropdown boxes ordered by their keys and not by content. Any suggestions on the best way to achieve this? Thanks, rodrigo

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Ideas about Fulltext Searching (performance)?
by Martin Edenhofer 19 Apr '08

19 Apr '08

Hi, today I was thinking about improvements for fulltext search (special body of article) which I want to discuss here. :) Current situation / Use case: o OTRS 2.x o Intel Core2 2.40GHz A fulltext search on body with "smith" takes about 15 sek on large installations (done by normal LIKE search). Has somebody ideas how to improve this? I do have 3 ideas. a) Striping/Unique Content -------------------------- The idea is quite easy. Just creating a mirror article table (e. g. article_search) and store all bodies of the article table with unique words of one article in the article_search table. So OTRS can use this table 1:1 for fulltext searches. b) Word-Table/Ref-Word-Article-Table ------------------------------------ This idea is to put all used words in article body into a search_word (id,word) table and put the relations what words are used in the article body into a search_word_article (word_id,article_id). So OTRS can use this table for fulltext searches. c) Create Index of frequent search words ---------------------------------------- This idea is to put all frequently searched words in an extra index. And do not frequently search words in real time. Result with about 12.000 tickets and 50.000 article: | article |a) article | b)search_words | c)dedicated | (default) | mirror uniq | and ref table | search_word | | words | | index ------------+--------------+---------------+---------------- +--------------- Storage Size| 60M | 16M | 23M | 8M/ 2000words ------------+--------------+---------------+---------------- +--------------- Search Time | 4s | 2s | 1s | Index 1s | | | | No Index 4s ------------+--------------+---------------+---------------- +--------------- Time to | 0 min | 30 min | 2.5 h | 1 h create Index| | | | ------------+--------------+---------------+---------------- +--------------- Result with about 70.000 tickets and 240.000 article: | article |a) article | b)search_words | c)dedicated | (default) | mirror uniq | and ref table | search_words | | words | | ------------+--------------+---------------+---------------- +--------------- Storage Size| 440M | 121M | 394M | 50M/ 2000words ------------+--------------+---------------+---------------- +--------------- Search Time | 17s | 5.8s | 48s | Index 3.0s | | | | No Index 17s ------------+--------------+---------------+---------------- +--------------- Time to | 0 min | 1 h | 9 h | 4 h create Index| | | | ------------+--------------+---------------+---------------- +--------------- So in my opinion for small setups b) would work very fine but would not scale to lager installations. c) looks good for large installations till not indexed words are searched (e. g. searches for CVE oder other numbers would always use no indexed search). a) looks robust to both, large and small installations. Any other ideas or questions? -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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email attachments
by Marco Rudzuck 19 Apr '08

19 Apr '08

Good Evening to all, I have a question about sending emails with attachment in OTRS 2.2. Is it possible to send a pdf or word-document as attachment by calling $emailobject->send( Attachment => [{}] )? Thanks for your help, Best regards Marco Rudzuck TRUSTpact GmbH Schiefe Hardt 1 58093 Hagen M: 01733164921 F: 02371965327 E: marco.rudzuck(a)trustpact.com http://www.trustpact.com

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dtl if in 2.2
by Jeff Adams 19 Apr '08

19 Apr '08

I'm trying to make a link in AgentTicketZoom.dtl to a page with customer info. The target page will depend on what queue you're in. Following the examples in the developer docs, I did a simple dtl "if" statement, something like this -- <dtl if ( $Data{"QueueID"} eq "5" ) { $Data{"Adminpage"} = "accountinfo.mhtml"; }> I can print the QueueID just fine. No matter what I do, I cannot set "Adminpage", even with a simple "set" -- <dtl set $Data{"Adminpage"} = "accountinfo.mhtml";}> But nada. This is otrs version 2.2.4-01. I hoped to do this as cleanly as possible. What am I doing wrong? Thanks.

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New Feature: Title-Attribute in BuildSelection (to show tooltips on mouseover)
by Udo Bretz 18 Apr '08

18 Apr '08

Hi, there is a new feature in CVS for OTRS 2.3.x. You can now use a Title-Attribute in BuildSelection. So you can build Dropdownlists that show a Tooltip-Text on mouseover. Here is an example: $Param{'NextStatesStrg'} = $Self->{LayoutObject}->BuildSelection( Data => $Param{NextStates}, Name => 'NextStateID', Translation => 1, SelectedValue => $Param{NextState}, Title => 'This text will be shown as tooltip on mouseover!', ); Best regards, Udo -- ((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! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstandsvorsitzender: André Mindermann

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dtl "if" statement
by maillists0＠gmail.com 16 Apr '08

16 Apr '08

I'm trying to make a link in AgentTicketZoom.dtl to a page with customer info. The target page will depend on what queue you're in. Following the examples in the developer docs, I did a simple dtl "if" statement, something like this -- <dtl if ( $Data{"QueueID"} eq "5" ) { $Data{"Adminpage"} = "accountinfo.mhtml"; }> I can see the QueueID just fine. No matter what I do, I cannot set "Adminpage", even with a simple "set" -- < dtl set $Data{"Adminpage"} = "accountinfo.mhtml"; > -- it doesn't work. Version is 2.2.4-01. What am I doing wrong? Thanks.

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