March 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

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Secure SMTP mailer backend
by Michiel Beijen 07 Apr '09

07 Apr '09

Good afternoon, My name is Michiel Beijen and I am a software consultant from The Netherlands. I have been working with service management software since 2002 now. I used to work at a company that sold pretty expensive enterprise-class service management software, BMC Remedy ITSM, as an implementation consultant. Since about a year now I'm a freelance consultant. My field is business information management, which covers subjects such as change management, demand management, requirements specification, but also testing and training. I also do (ITIL based) process management, -implementation and -optimization at customers. In my opinion that OTRS is quite a powerful tool which already has a lot of the capabilities the commercial tool which I used to work with before had. Out of curiosity, and also because I think OTRS has great potential and I may be able to implement it at some customer in the future, I am now toying around with OTRS for quite some time, and answering questions on the mailing list here and there. I have created a new mail backend for OTRS to be able to communicate to servers that only allow 'Secure' SMTP; that is, SMTP servers that only allow SSL or TLS connections. An example of such a server is the server for Google Apps users, smtp.google.com. I use Google Apps for Domains for the email of my company. In bugzilla there are a couple of bugs that seem to be related to the lack of support for 'secure SMTP': 3041, 3363, 3394 and 3612. The implementation is pretty straight forward. It uses the perl module Net::SMTP::SSL which is just a CPAN module. The module has the exact same implementation as Net::SMTP; so I found out I only had to copy and rename the Kernel/System/Email/SMTP.pm file and modify it a little bit to get it working. I have tested it and for me, it works. I have included the new file, and also patches to Framework.xml with slightly better wording (English only!) and I've updated otrs.checkModules to also search for Net::SMTP::SSL and Authen::SASL which are both needed to talk to SMTP hosts such as smtp.google.com I'm not a Perl wizard like you guys are, I'm not that technical - usually I would be the person communicating between the users and the developers. That's why I do not have an idea what should go in the $Id: tag in the document. Can you look at that? And also, can you please look at my modifications and consider them for inclusion? I have also created an enhancement request, bug 3630 in Bugzilla, for this issue with the files attached. I would love to hear any comments, thoughts or other remarks on this small patch, either via this list or offline, my contact details are below. In the future I might submit some more work. As I said, since I'm not a developer, these will more likely be updates and enhancements to the documentation or things like that. I already noticed the documentation is published on CVS. Should I send updates to the CVS documentation to this list? Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl

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Re: [dev] Patch: "subscriber notification" // OTRS 2.4
by Andre Fenske 26 Mar '09

26 Mar '09

Hi Martin, thank you very much for your praise :-). During our test we have found out that you must add a new mail template for "Agent::SendAnswer" to get notifications for mails which are send to external mail adresses via the "empty answer" function. Our first mail did not contain this information. In our local test-environment we used the following Postgres-SQL statement to add the new mail-template. INSERT INTO notifications(notification_type, text, notification_language, notification_charset, subject, create_time, create_by, change_time, change_by) VALUES( 'Agent::SendAnswer', 'NOTIFICATION_TEXT', 'en', #and 'de' and other languages 'iso-8859-15', 'NOTIFICATION_SUBJECT', current_timestamp, 1, current_timestamp, 1); Before executing this SQL-statement you should replace "NOTIFICATION_TEXT" and "NOTIFICATION_SUBJECT" with their respective values. You might also want to set other values for "create_by" and "change_by". Greetings, Andre´ Fenske Am Freitag 27 Februar 2009 16:10:39 schrieb Martin Edenhofer: > Hi Janek, > > a really good patch! :) > > I like it very much. :) > > I added it to OTRS 2.4 but only with changed preferences setting. So > the agent can select "Notify about watched Tickets", to get > notifications like a owner or responsible to keep the possible > settings simple as possible. > > Many thanks Janek! > > Greetings, > > -Martin > > On Feb 2, 2009, at 15:31 , Janek Walkenhorst wrote: > > Hello! > > > > To allow users (or groups of users by using a shared email address) > > to receive > > notifications about actions on all tickets in a set of queues we > > have created > > the following patch: > > > > "subscriber_notification.patch" > > > > It adds four new user-settings: > > * Answer notification > > * Note notification > > * Phone call notification > > * Owner changed notification > > > > These settings enable the user to receive a notification when the > > corresponding event arises on a ticket in one of the users watched > > queues. > > (As determined by the setting "my queues") > > > > The patch was created for OTRS version 2.3.2, but it applies cleanly > > to OTRS > > versions 2.3.2, 2.3.3, and 2.3.4. > > > > Best regards > > Janek Walkenhorst > > -- > > Janek Walkenhorst > > Software Engineering Apprentice > > > > Univention GmbH > > Linux for your business > > Mary-Somerville-Str.1 > > 28359 Bremen > > Tel. : +49 421 22232-0 > > Fax : +49 421 22232-99 > > > > walkenhorst(a)univention.de > > http://www.univention.de > > > > Geschäftsführer: Peter H. Ganten > > HRB 20755 Amtsgericht Bremen > > Steuer-Nr.: 71-597-02876 > > < > > subscriber_notification > > .patch>_______________________________________________ > > 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 > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ -- Andre Fenske Software Engineering Apprentice Univention GmbH Linux for your business Mary-Somerville-Str.1 28359 Bremen Tel. : +49 421 22232-0 Fax : +49 421 22232-99 <fenske(a)univention.de> http://www.univention.de Geschäftsführer: Peter H. Ganten HRB 20755 Amtsgericht Bremen Steuer-Nr.: 71-597-02876

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A helper script
by Renee Bäcker 20 Mar '09

20 Mar '09

Hi everybody this is a small script taht may be useful for everybody who develops add-ons for OTRS (aka. OPM packages). This script checks the "manifest" (file list) in the .sopm file. It gets the filelist from the XML and gets a list of files in the subdirectories of the OPM package. Then it checks if all the files mentioned in the manifest can be found on disk and if all files that were found on disk were listed in the sopm file. This is a sample output if anything goes wrong: C:\>check_manifest.pl path\to\your.sopm 1..1 not ok 1 # Failed test at C:\check_manifest.pl line 66. # Structures begin differing at: # $got->{Kernel/System/AnyFile.pm} = Does not exist # $expected->{Kernel/System/AnyFile.pm} = '1' # Looks like you failed 1 test of 1. And when you have added AnyFile.pm everything is ok: C:\>check_manifest.pl path\to\your.sopm 1..1 ok 1 Everything that "does not exist" in the "$got" hashref must be added in the .sopm file and any files that does not exist in the "$expected" hashref are files that are mentioned in the manifest and no according file could be found. This test can be helpful before you create the OPM package to check if your manifest is up to date. I hope this is helpful to anybody out there. Cheers, Renee -- Perl-Magazin: http://perl-magazin.de Perl-Nachrichten: http://perl-nachrichten.de #!/usr/bin/perl use strict; use warnings; use XML::Simple (); use File::Spec; use File::Basename (); use File::Find::Rule; use Test::More tests => 1; my $path = $ARGV[0]; print_usage() unless $path and -e $path and substr( $path, -5 ) eq '.sopm'; my @listed_files = get_listed_files( $path ); my @real_files = get_real_files( $path ); check_filelist( \@listed_files, \@real_files ); sub print_usage { plan tests => 0; print <<"USAGE"; Usage: $0 <path_to_sopm_file> USAGE exit; } sub get_listed_files { my ($path) = @_; my $parsed = XML::Simple::XMLin( $path ); my $list = $parsed->{Filelist}->{File}; my @files; my $ref = ref $list; if( $ref eq 'HASH' ){ # just a single entry - it's unlikely to happen push @files, $list->{Location}; } elsif( $ref eq 'ARRAY' ){ # more than one entry for my $entry ( @$list ){ push @files, $entry->{Location}; } } return @files; } sub get_real_files { my ($path) = @_; my $dirname = File::Basename::dirname( $path ); my @files = File::Find::Rule->file() ->in( $dirname ); @files = map{ $_ =~ s/\Q$dirname\E\///; $_} grep{ !/[\/\\]CVS/ and !/[\\\/]doc/ and !/\.sopm$/ }@files; return @files; } sub check_filelist { my ($ref_1, $ref_2) = @_; my %hash_1 = map{ $_ => 1 }@$ref_1; my %hash_2 = map{ $_ => 1 }@$ref_2; is_deeply( \%hash_1, \%hash_2 ); }

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Re: [dev] dev Digest, Vol 68, Issue 6
by Santosh Singh 19 Mar '09

19 Mar '09

I suppose you can change this by modiifying database fields and Config.pm file..... On Tue, Mar 17, 2009 at 5:30 PM, <dev-request(a)otrs.org> wrote: > Send dev mailing list submissions to > dev(a)otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/dev > or, via email, send a message with subject or body 'help' to > dev-request(a)otrs.org > > You can reach the person managing the list at > dev-owner(a)otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of dev digest..." > > > Today's Topics: > > 1. Hwo to make customer user email address optional when create > ticket (Samphan Raruenrom) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 16 Mar 2009 20:34:34 +0700 > From: Samphan Raruenrom <samphan2.0(a)gmail.com> > Subject: [dev] Hwo to make customer user email address optional when > create ticket > To: dev(a)otrs.org > Cc: samphan(a)osdev.co.th > Message-ID: > <4ffdf4610903160634v96344d9ie36603dae9d3ffd6(a)mail.gmail.com> > Content-Type: text/plain; charset=ISO-8859-1 > > I use OTRS to track phone support tickets w/o the need to send > notification to customer. > So I don't need the email address of the customers. However, OTRS require > unique email address per each customer user when a customer user is added. > > How do I change this behavior? A config file or perl source, may be? > Any hint for me to get started would be very grateful. > > Thanks, > samphan. > > > ------------------------------ > > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > > End of dev Digest, Vol 68, Issue 6 > ********************************** > -- Regards Santosh S

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Hwo to make customer user email address optional when create ticket
by Samphan Raruenrom 16 Mar '09

16 Mar '09

I use OTRS to track phone support tickets w/o the need to send notification to customer. So I don't need the email address of the customers. However, OTRS require unique email address per each customer user when a customer user is added. How do I change this behavior? A config file or perl source, may be? Any hint for me to get started would be very grateful. Thanks, samphan.

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Nagios 3.x and OTRS 2.3.3 integration
by Santosh Singh 10 Mar '09

10 Mar '09

Hi, I am trying to integrate Nagios and OTRS 2.3.3. I got two documents for integration but something is missing from them and I am unablt confiure integration. Also I am not a perl person, can someone please help. 1) From Volker Maibaum volker.maibaum at eberspaecher.com posted on Thu Jan 13 16:41:37 CET 2005 This integration process is seems to nice but since my version is differing, unable to figure out what needs to be modified. I am stuck with NagiosGenericAgent.pl 2) Nagioskonferenz_2008_en.pdf This seems to be very simple but I am unable to understand "Kernel/Config/NagiosCheck.pm". Do I need to copy TicketSearch() from the link given in doc. Please let me know if my queries are not clear. -- Regards Santosh S -- Regards Santosh S

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Dynamic modifications of fields in Agent Ticket Compose
by Laurent Minost 10 Mar '09

10 Mar '09

Hi, I'm trying to implement a dynamic modification of some fields into a template by using the <dtl if> syntax but no success at the moment. Under AgentTicketCompose.dtl, I would like to customise the value of the Bcc field depending on the queue on which the ticket is located : <td class="contentvalue"> <dtl if ($QData{"Queue"} eq "FAQ_Approval") { $Data{"Bcc"} = "TEST"; }> <dtl if ($QData{"Queue"} eq "Support") { $Data{"Bcc"} = "support(a)denyall.com"; }> <input type="text" name="Bcc" value="$Data{"Bcc"}" size="80"> but this is not working at the moment. Anyone who can help or advise please ? Thanks, BR. Laurent MINOST

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Notifications on Ticket Age with working hours considered
by Laurent Minost 09 Mar '09

09 Mar '09

Hi, We would like to send notifications to specific people based on the Ticket creation date. To explain a bit more our need, I will take an example : * Our working hours are Monday to Friday 9am-6pm. * a new ticket is created on Friday 5pm. 1 - if nothing was done on the ticket, we would like to notify one people 3 *working* hours after the ticket was created, so in this example it would be on next Monday 11am. 2 - if still no action was done on the ticket 6 *working* hours after the ticket was created we would like to notify another people, so in this example it would be on next Monday 14am. 3 - if still no action was done on the ticket 12 *working* hours after the ticket was created we would like to notify another different people, so in this example it would be on next Tuesday 11am. I think such a behaviour could be configured through Generic Agent but not sure if every parameters could be configured (main problem for the moment is to take working/non working hours in consideration like OTRS default escalation is doing it based on Calendars). This is a different behaviour than the original OTRS one with escalation because OTRS default escalation seems to only notify ticket owner or default owner if ticket is not yet locked and it seems to defaultly lock Queue view to avoid agents to do things on other ticket than the one concerned but it does not seem to fulfill our needs. Anyone who have informations, advises, answers on this problem is welcome :) Thanks by advance, Laurent MINOST

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