December 2009 - 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

3 3

security doucmentation for OTRS
by Peter Sharp 08 Jan '10

08 Jan '10

In order to put OTRS on the outside of our firewall, or let traffic pass through to the OTRS system, they require it to be secure. Is there any sort of formal testing or security documentation about the security of OTRS 2.4.5 or other versions running on apache? Say security vulnerabilities checked for by a third party security-checking tool? Thanks, Peter peter.sharp(a)xls.xerox.com

3 3

ITSM: linking CustomerUser to CI Object
by Matteo 02 Jan '10

02 Jan '10

Hi all, I've developed an extension to otrs::itsm (1.3) which permit to link CI objects to CustomerUser Object. I've also added a small module called "AgentCustomerUser" which permit to search the CustomerUsers and see the data in readonly format, along with the linked CI object. This was needed in our scenario in order to have a quick overview of the CI items belonging to a specific customer. The code is far from being perfect and need a lot of cleanup (I started from other modules and cut & pasted a lot). There's only 1 small addition to ITSMCore.xml, all the rest are new files. Now, I would like to see it inserted into standard OTRS::ISTM, if the dev team is interested into :) what is the best way to approve it and include to mainstream? regards, matteo.

2 1

VacationDays in Core::Time
by Михаил Лукин 24 Dec '09

24 Dec '09

Hi, There are some holidays in default system calendar that are not valid in some countries. Today I've noticed weird resolution times in our OTRS and it took some time to find out that OTRS thinks that today is a holiday for us [Russia] but it is unfortunately not :) It's OK for Calendar[1-9], but I think that by *default* there should be no holidays at all. Merry Christmas you guys ;) -- regards, Mikhail

1 0

Admin area links ...
by Kiffin Gish 22 Dec '09

22 Dec '09

I'd like to know the standard procedure for adding new element links under a given column in the admin area. In the example of the developers guide you do something similar using xml but with a button link in the navigation bar instead. Thanks in advance. -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

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Wishlist: Configuring FOOTER, COMPANY NAME and LOGO in variables?
by Javier Barroso 17 Dec '09

17 Dec '09

Hi, Could be possible /Kernel/Output/HTML/Standard/Customer{Footer,Header}.dtl having FOOTER1, LOGO and COMPANY NAME as variables set in Config.pm or through Config System in the admin panel ? Thank you!

2 1

Kerberos Authentication / HTTPBasicAuth::Replace
by Christoph Ohliger 16 Dec '09

16 Dec '09

Hi, don?t know if Jakob is already on the list. He had a mailing last year http://lists.otrs.org/pipermail/dev/2008-June/001975.html and I am trying to realize this solution. I have a working kerberized environment based on MIT with Linux, AD and Apache but this is not working with OTRS. I assume there is any failure based on the user mapping and/or replace function, maybe anyone can point me to the right direction. /Message: Need UserLogin or UserID! Traceback (2751): Module: Kernel::System::User::UserLookup (v1.93) Line: 652 Module: Kernel::System::Auth::Auth (v1.41) Line: 215 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43) Line: 192 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48 Module: (eval) (v1.88) Line: 203 Module: ModPerl::RegistryCooker::run (v1.88) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 31/ regards Christoph Ohliger

1 0

Show & Sort Freetimekey in AgentTicketQueue
by EXT / CAP GEMINI LEBLANC Bastien 14 Dec '09

14 Dec '09

Hello, We created a bug on this issue, but the mailing may be more appropriate: I would like to know if it is possible to integrate a new feature to show and sort tickets by a freetimekey in the interface agent (AgentTicketQueue).The Freetime is filled at the creation of a new ticket. If it is not possible for you to integrate this, could you give me information in relation to the development of this new sort function. Thank you Cdlt, Bastien. Bug Ref : http://bugs.otrs.org/show_bug.cgi?id=4578 ------- Ce message et toutes les pièces jointes sont établis à l'intention exclusive de ses destinataires et sont confidentiels. L'intégrité de ce message n'étant pas assurée sur Internet, la SNCF ne peut être tenue responsable des altérations qui pourraient se produire sur son contenu. Toute publication, utilisation, reproduction, ou diffusion, même partielle, non autorisée préalablement par la SNCF, est strictement interdite. Si vous n'êtes pas le destinataire de ce message, merci d'en avertir immédiatement l'expéditeur et de le détruire. ------- This message and any attachments are intended solely for the addressees and are confidential. SNCF may not be held responsible for their contents whose accuracy and completeness cannot be guaranteed over the Internet. Unauthorized use, disclosure, distribution, copying, or any part thereof is strictly prohibited. If you are not the intended recipient of this message, please notify the sender immediately and delete it.

2 2

perltidy settings?
by Gerhard Weber 12 Dec '09

12 Dec '09

Hi everybody. I'm looking for the perltidy settings used in the perl modules of OTRS. I looked on otrs.org, FAQ, docs and google but didn't find anything usefull. Only the occasional sentence "Log Message: Code cleanup with PerlTidy". Can anybody post the settings or an .perltidyrc file? Thanks in advance, gerhard -------------------------------------------- Thus spake the master programmer: "Though a program be but three lines long, someday it will have to be maintained."

2 1

Architecure mismatch between the Driver and Apllication( MSSQL)
by Arpit2 G 08 Dec '09

08 Dec '09

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