June 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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Custom module and link new object to a ticket
by Frederic Descamps 30 Jun '08

30 Jun '08

Hello, I've create a new Module that allows me view all the devices we are supporting. I'm able to list them and to zoom on them too. But I'd like to know how I could link one or more of those devices to tickets. I've searched (maybe not as I should) on the developer manual but I didn't find any help. Could some body help me on this topic ? Thx in advance. lefred.

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Re: [dev] Not null service
by Egor Tsilenko 30 Jun '08

30 Jun '08

Hi Fernando! I think you can do it using javascript. If you find easier way, please let me know. Sent from my iPhone On 25.06.2008, at 2:44, Carlos Fernando Rodríguez Hdz <carlos.rodriguez(a)duxdiligens.co m> wrote: > Hi > > Does anyone know an easy way to make the service filed from a ticket > mandatory? I don’t want any ticket not to be attached to a service > > Saludos/ Regards, > > Carlos Fernando Rodríguez Hdz. > > > > > > DUX DILIGENS, S.A de C.V. > Av. Arcos 267, Col. Arcos Sur > 44130 Guadalajara, Jalisco, Mexico > Tel: [+52] 33 3208 0551 > Cel: 33 1163 8803 > eMail: carlos.rodriguez(a)duxdiligens.com > Profile: http://www.linkedin.com/in/carlosfernando > Web Page: www.duxdiligens.com > > > Mexico City - Guadalajara - Buenos Aires > > “La información contenida en este correo es para uso exclusivo de l > os > destinatarios del mismo. Está prohibido a las personas o entidades q > ue no > sean los destinatarios de este correo, realizar cualquier tipo de > modificación, copia o distribución del mismo. Si recibe este correo > por > error, tenga a bien notificar al emisor y eliminarlo.” > “The information in this e mail is intended solely for the use of t > he > addressee. It is prohibited to any person or entity who is not the > addressee > to make any modification, copy or distribution of this information. > If you > receive this by mistake, please notify the sender and delete it.” > > > _______________________________________________ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

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Patch: Forward email attachments with new ticket notify
by Anthony DeRobertis 27 Jun '08

27 Jun '08

The attached patch against 2.2.7 gives the option of when a ticket comes in via email with attachments, forward those attachments (as well as the original message) as attachments to the new ticket notification. Index: otrs/Kernel/System/Ticket/Article.pm =================================================================== --- otrs.orig/Kernel/System/Ticket/Article.pm 2008-02-22 20:59:28.000000000 -0500 +++ otrs/Kernel/System/Ticket/Article.pm 2008-06-27 10:41:08.000000000 -0400 @@ -1895,6 +1895,9 @@ $Notification{Subject} =~ s/<OTRS_CUSTOMER_.+?>/-/gi; # send notify + my $attachments = $Self->{ConfigObject}->Get('Ticket::ForwardAttachments') + ? $Param{CustomerMessageParams}{Attachment} + : undef; $Self->{SendmailObject}->Send( From => $Self->{ConfigObject}->Get('NotificationSenderName'). ' <'.$Self->{ConfigObject}->Get('NotificationSenderEmail').'>', @@ -1904,6 +1907,7 @@ Charset => $Notification{Charset}, Body => $Notification{Body}, Loop => 1, + Attachment => $attachments, ); # write history Index: otrs/Kernel/System/PostMaster/NewTicket.pm =================================================================== --- otrs.orig/Kernel/System/PostMaster/NewTicket.pm 2007-03-20 11:18:40.000000000 -0400 +++ otrs/Kernel/System/PostMaster/NewTicket.pm 2008-06-27 10:41:08.000000000 -0400 @@ -230,6 +230,7 @@ OrigHeader => \%GetParam, AutoResponseType => $AutoResponseType, Queue => $Queue, + Attachment => [ $Self->{ParseObject}->GetAttachments() ], ); # close ticket if article create failed! Index: otrs/Kernel/Config/Files/Ticket.xml =================================================================== --- otrs.orig/Kernel/Config/Files/Ticket.xml 2008-05-28 04:03:42.000000000 -0400 +++ otrs/Kernel/Config/Files/Ticket.xml 2008-06-27 10:41:08.000000000 -0400 @@ -1355,6 +1355,21 @@ <String Regex="">Research</String> </Setting> </ConfigItem> + <ConfigItem Name="Ticket::ForwardAttachments"> + <Description Lang="en"> + If set, when a new ticket is created by email, forward any + attachments along with the notification message. When not + set, do not forward them. + </Description> + <Group>Ticket</Group> + <SubGroup>Core::Ticket</SubGroup> + <Setting> + <Option SelectedID="0"> + <Item Key="0">Do not forward</Item> + <Item Key="1">Do forward</Item> + </Option> + </Setting> + </ConfigItem> <ConfigItem Name="Ticket::NumberGenerator" Required="1" Valid="1"> <Description Lang="en">Select the ticket number generator module. "AutoIncrement" increments the ticket number, the SystemID and the counter are used. The format is SystemID.counter, e.g. 1010138, 1010139. With "Date" the ticket numbers will be generated by the current date, the SystemID and the counter. The format looks like Year.Month.Day.SystemID.counter, e.g. 200206231010138, 200206231010139. With "DateChecksum" the counter will be appended as checksum to the string of date and SystemID. The checksum will be rotated on a daily basis. The format looks like Year.Month.Day.SystemID.Counter.CheckSum, e.g. 2002070110101520, 2002070110101535. "Random" generates randomized ticket numbers in the format "SystemID.Random", e.g. 100057866352, 103745394596.</Description> <Description Lang="de">Auswahl des Moduls zur Generierung der Ticketnummern. "AutoIncrement" zählt die Ticketnummer automatisch hoch und verbindet sie mit der SystemID. Es wird das Format SystemID. Counter verwendet, z. B. 1010138, 1010139. "Date" generiert die Ticketnummer aus Datum, SystemID und dem Counter, es wird das Format "Jahr.Monat.Tag.SystemID.Counter verwendet, z. B. 200206231010138, 200206231010139. "DateChecksum" erzeugt die Ticketnummer aus dem Datum, der SystemID, dem Counter und einer Checksumme. Es wird das Format "Jahr.Monat.Tag.SystemID.Counter.CheckSumme verwendet, z. B. 2002070110101520, 2002070110101535. "Random" generiert aus der SystemID und einer Zufallszahl die Ticketnummern. Es wird das Format SystemID.Random verwendet, z. B. 100057866352, 103745394596.</Description>

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sugarCRM sync
by System Healer 24 Jun '08

24 Jun '08

Hello list, This is my first post. I'm sorry if this too-oft repeated, but has anybody successfully synced OTRS to SugarCRM? I'd love to know how! -Brian On Tue, Jun 3, 2008 at 10:15 AM, <dev-request(a)otrs.org> wrote: > Welcome to the dev(a)otrs.org mailing list! > > To post to this list, send your email to: > > dev(a)otrs.org > > General information about the mailing list is at: > > http://lists.otrs.org/cgi-bin/listinfo/dev > > If you ever want to unsubscribe or change your options (eg, switch to > or from digest mode, change your password, etc.), visit your > subscription page at: > > http://lists.otrs.org/cgi-bin/options/dev/system.healer%40gmail.com > > You can also make such adjustments via email by sending a message to: > > dev-request(a)otrs.org > > with the word `help' in the subject or body (don't include the > quotes), and you will get back a message with instructions. > > You must know your password to change your options (including changing > the password, itself) or to unsubscribe. It is: > > k0nr4d > > Normally, Mailman will remind you of your otrs.org mailing list > passwords once every month, although you can disable this if you > prefer. This reminder will also include instructions on how to > unsubscribe or change your account options. There is also a button on > your options page that will email your current password to you. >

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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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test
by Тен Костя 11 Jun '08

11 Jun '08

test -- Тен Костя

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(Без темы)
by Тен Костя 11 Jun '08

11 Jun '08

-- Тен Костя

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Additional Field
by Alfred Baumann 09 Jun '08

09 Jun '08

Hi, I m an OTRS-Newbie and I have to add an additinal Field to the New Ticket-Form (including a new Fielt to the Database). Do I have to insert these field manually or is there an easier way ? Thanks in advance Alfred

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Kerberos Authentication / HTTPBasicAuth::Replace
by J.J. 04 Jun '08

04 Jun '08

hi List! i´ve succesfully configured Kerberos Single Sign On with Apache 2.2 and mod_auth_kerb on Linux and Microsoft ActiveDirectory with OTRS HTTPBasicAuth. It works fine - our Customers / Agents don´t have to logon manually, they get authenticated automagically by Internet Explorer. Only the Agents have to be created before in the OTRS System, Customer Attributes are synchronized via LDAP. Feel free to ask me, if you have more questions about this configuration... A Problem was that the Username is passed as " USERNAME(a)DOMAIN.COM " from the mod_auth_kerb modul. So when a customer is authenticated as CUSTOMER(a)DOMAIN.COM AND you want to use samAccountName as customer-id, you have to cut off the @DOMAIN.COM from the username. Instead of using samAccountName as customer-id mapping you also can use "userPrincipalName" which would be in the USERNAME(a)DOMAIN.COM Format.. for some strange reasons we have to use samAccountName and we can set: $Self->{'AuthModule::HTTPBasicAuth::Replace'} ='@DOMAIN.COM; $Self->{'Customer::AuthModule::HTTPBasicAuth::Replace'} ='@DOMAIN.COM'; but in the Code it looks like this: --HTTPBasicAuth.pm-- Line 77: $User =~ s/^\Q$Replace\E//; IMHO it should look like this: $User =~ s/\Q$Replace\E//i; ( without the ^ - Match the beginning of the line ) because Username-Domain-Format can vary depending on the used Webserver-Modul, e.g. modntlm or mod_auth_kerb: NTLM: domain.com\username Kerberos: username(a)domain.com more?... maybe it is worthy enough to change it in the code? thanks/greets jakob -- GMX startet ShortView.de. Hier findest Du Leute mit Deinen Interessen! Jetzt dabei sein: http://www.shortview.de/?mc=sv_ext_mf@gmx

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