April 2008 - dev - OTRS mailing lists

Re: Re: Re: Example don`t work
by Sergey Malochinskiy 15 Apr '08

15 Apr '08

Hi Martin, Thank you! It was copy/paste from Acrobat Reader. :) It`s wrong way. :)

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Improved Package Manager for OTRS 2.3
by Martin Edenhofer 14 Apr '08

14 Apr '08

Hi, JFI, today we submitted a improved version of the OTRS package manager. For developer: Now you can define if you want to do database changes and code execution as "pre" or/and "post" event of the package installation. In the past only the "post" mechanism was implemented. There is also a picture which shows you the whole Install/Upgrade/ Uninstall life cycle of a package. "15.4." Package Life Cycle - Install/Upgrade/Uninstall o http://doc.otrs.org/developer/2.3/en/html/x1360.html See also "15.1." Package Spec File for how to use it o http://doc.otrs.org/developer/2.3/en/html/c1232.html#package-spec-file -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: Example don`t work
by Sergey Malochinskiy 14 Apr '08

14 Apr '08

Hi Martin, # perl -cw Kernel/Modules/AgentHelloWorld.pm Unrecognized character \xE2 at Kernel/Modules/AgentHelloWorld.pm line 45. Thank you. Example now works fine.

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Module structure recommendations
by jonathan sartin 12 Apr '08

12 Apr '08

Hi list, my apologies for the long mail, but I thought it best to ask all my questions in one go ;-) I've been working on integrating OTRS with a java application via SOAP. After a few experiments with the included SOAP::Lite interface, I've had to abandon using rpc.pl as autodispatch does not result in "rigorously" formed and typed SOAP messages, something that's essential if I'm going to use apache AXIS (for example) as the client. I've got some proof of concept code and WSDL that I want eventually to package, but I could use some advice. The modules aren't really core and they aren't really frontend (it's HTTP, but you wouldn't use them via a web browser and they probably don't require localization). I've put them in Kernel::System for now, does that sound about right? I did think about a new structure (say Kernel::System::WebService) but I'm not sure of the implications. I'm initially interested in Ticket and Article objects. From those objects what are the minimum set of fields that are required to create a valid object? I need these so that I may create schema types for ticket and article with optional elements that may be used in a short form for creating those objects, but in a longer form for retrieving them. For example can I create a ticket with QueueID _or_ Queue and later retrieve it with both QueueID _and_ Queue populated? Are there definitive docs out there on this that I've missed? I have the developer docs (very nice BTW, and a _big_ help ) and the ITSM database docs from the website already. Oh yeah, and I _can_ read the code ;-) Finally, does this broadly sound like the correct approach? I'm somewhat concerned about causing problems down the line by encapsulating a few methods such as TicketGet and TicketCreate in other objects, but it seems to be the most obvious way of adding this capability without unsustainable messing around with the OTRS core. The purpose of this is to start integrating OTRS::ITSM with OpenNMS (they seem to complement each other nicely). If I can get them to interoperate in this way, there are a lot of very cool possibilities. I could, of course, make the interface using SMTP, but I think that is rather a dead-end. Cheers .... Jonathan. (and thanks, if you've read this far)

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Re: [dev] Example don`t work
by Sergey Malochinskiy 11 Apr '08

11 Apr '08

Hi Martin, Yes, of course I look into log. :) Only one line I sow each time when I try to request "HelloWorld": [Mon Apr 7 13:38:32 2008][Error][Kernel::System::Web::InterfaceAgent::Run][185] ??? I request http://localhost/otrs/index.pl?Action=AgentHelloWorld I try to enable debug, but nothing change. I see much string into log, but when I request http://localhost/otrs/index.pl?Action=AgentHelloWorld only one string append. Please help.

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Example don`t work
by Сергей Малочинский 10 Apr '08

10 Apr '08

Hello, I try use example from Developer Manual "HelloWorld". When I try click link "HelloWorld" in NavBar I see strange error. Message in OTRS log "[Fri Apr 4 15:06:35 2008][Error][Kernel::System::Web::InterfaceAgent::Run][185] ???" Message in Apache log "ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Apr 4 15:06:35 2008 Message: ??? Traceback (1806): Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 185 Module: /usr/share/otrs/bin/cgi-bin/index.pl (v1.81) Line: 47 " What I do incorrect. Please help me. P.S.:

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Change of LinkObject API for OTRS 2.3 and higher
by Martin Edenhofer 09 Apr '08

09 Apr '08

Hi, I just want to inform all OTRS developer, that the LinkObject API has changed for OTRS 2.3. Why: ---- It was a design issue/problem. There was a bug which was not fixable without changing the API. What has changed: ----------------- a) All link backends (located under Kernel/System/LinkObject/*.pm) need a own new() - which was not existing in old API. If you want to have an example, just use Kernel/System/LinkObject/Ticket.pm as reference. b) $Self->{LinkObject}->LoadBackend() is obsolete with the new API. Because of compatible reasons it's still existing but without use. It's handled automatically by backend now. So if you have any questions, feel free to ask. :) 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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Re: dev Digest, Vol 57, Issue 5
by Сергей Малочинский 07 Apr '08

07 Apr '08

> > In error log only one string > [Mon Apr 7 13:38:32 2008][Error][Kernel::System::Web::InterfaceAgent::Run][185] ??? What can I do to check where problem?

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workflow in PendingJobs.pl
by Felix J. Ogris 03 Apr '08

03 Apr '08

Hi, wouldn't it be more useful if PendingJobs.pl reminds about pending tickets first? So agents would receive an email if a ticket has reached pending time. Afterwards the state of that ticket could be set to "open" or whatever. Applying this is quite simple. Just put everything below "# do ticket auto jobs" (except the final exit) after the copyright notice. Regards, Felix

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SLA & Service
by Pako Ikgopoleng 03 Apr '08

03 Apr '08

I have setup SLA's and related Services but they are not shown logging Tickets, I have enabled the options in SysConfig. Any ideas as to whats happening ?

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