August 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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[OTRS][PGP] How to encrypt with PGP for multiple recipients
by olivier poncelet 27 Aug '08

27 Aug '08

Hello, I get the following message when I try to send to multiple recipients : * Just one recipient for crypt possible! Actually, the user interface does not seem to support multiple recipients for encryption, is it right ? The field "Crypt" in the Compose Answer interface displays only a combo box for choosing the encryption PGP key. Is it possible to configure PGP module to encrypt to multiple recipients ? Thanks in advance Olivier

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Custom TicketCreate Module
by Shue, Daniel G. 14 Aug '08

14 Aug '08

Hi folks, Thought I would give it a shot on this list. I got a problem with a custom TicketCreate module that I'm working on. Basically, what I want to do is on a TicketCreate is send a NewTicket notification to all the agents that has selected the queue the ticket is assigned to as "My Queues" even if the ticket was assigned an owner. Of course this is built right into OTRS for tickets that are unlocked, but we sometimes use OTRS to log simple tasks and assign the ticket to ourselves. So I have this working... see below. However, the only problem that I have is the notification itself contains no information other than the queue it is. It's missing the customer info, the article body... all the good stuff. I'm thinking that maybe the article has not been created yet and it's an order thing? I'm not very Perl savvy so any help would be greatly appreciated! ######################################################################## ################# package Kernel::System::Ticket::Event::EmailHelpDeskSuper; use strict; use Kernel::System::User; use Kernel::System::Email; use Kernel::System::Queue; use vars qw($VERSION); $VERSION = '$Revision: 1.4 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; sub new { my $Type = shift; my %Param = @_; # allocate new hash for object my $Self = {}; bless ($Self, $Type); # check needed objects foreach (qw(DBObject ConfigObject LogObject TicketObject)) { $Self->{$_} = $Param{$_} || die "Got no $_!"; } # 0=off; 1=on; $Self->{Debug} = $Param{Debug} || 1; $Self->{UserObject} = Kernel::System::User->new(%Param); $Self->{EmailObject} = Kernel::System::Email->new(%Param); $Self->{QueueObject} = Kernel::System::Queue->new(%Param); return $Self; } sub Run { my $Self = shift; my %Param = @_; # get ticket data my %Ticket = $Self->{TicketObject}->TicketGet(%Param); # check needed stuff foreach (qw(TicketID Event Config)) { if (!$Param{$_}) { $Self->{LogObject}->Log(Priority => 'error', Message => "Need $_!"); return; } } if ($Param{Event} eq 'TicketCreate') { my %Ticket = $Self->{TicketObject}->TicketGet(TicketID => $Param{TicketID}); #if ($Ticket{State} eq 'New') { # get agentss who are sucscribed the ticket queue to the custom queues my @UserIDs = $Self->{TicketObject}->GetSubscribedUserIDsByQueueID( QueueID => $Ticket{QueueID}, ); # send each agent the a notification foreach my $UserID (@UserIDs) { my %User = $Self->{UserObject}->GetUserData(UserID => $UserID, Valid => 1); if (%User) { # send agent notification $Self->{TicketObject}->SendAgentNotification( Type => 'NewTicket', UserData => \%User, CustomerMessageParams => \%Param, TicketID => $Param{TicketID}, UserID => 1, ); } elsif ($Param{Event} eq 'MoveTicket') { my %Ticket = $Self->{TicketObject}->TicketGet(TicketID => $Param{TicketID}); # do some stuff } } } return 1; } 1; ######################################################################## ############################################## Daniel Shue Networking Engineer Randolph County IT Department 725 McDowell Rd Asheboro, NC 27203 Phone: (336) 318-6399 Fax: (336) 636-7699 Daniel Shue Networking Engineer Randolph County IT Department 725 McDowell Rd Asheboro, NC 27203 Phone: (336) 318-6399 Fax: (336) 636-7699 ********************************************************************** This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email.

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Ticket creation procedure
by Al-Awadhi, Maher 06 Aug '08

06 Aug '08

Hi, I would be very grateful if somebody lists all function calls (and in which module they occure) for creating a new ticket from clicking on the submit button till inserting ticket information to the database. I'm sure they are not many. Thank you in advance. Maher Al-Awadhi

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Adding new ticket properties
by Al-Awadhi, Maher 05 Aug '08

05 Aug '08

Hi, I'm a otrs-newbie, and I would like to extend the phone ticket properties with one text field to save internal remarks. Are there any helpful tutorials on this issue? Thanks. Maher Al-Awadhi

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