April 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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Set ticket cannot be edited after close
by Ikhsan Muhammad 29 Apr '09

29 Apr '09

Hi all, One of the requirement in my workplace is that a ticket cannot be edited (add note or decision) after the ticket is closed. I have two questions: 1. It seems that the default setting is that we can add note and decision even if the ticket is already closed. How can I change this setting? If there is no setting about this, I think I have to change the code a little bit, fyuhh.. It would be tiresome :p. 2. Another requirement is that if we want to add note or decision, the ticket should be opened first. How can we achieve this without making any code changes? Thank you before. Ikhsan

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Add Form in Ticket Menu
by Fabio Zanon 29 Apr '09

29 Apr '09

Hi, i want to add a form in right ticket menu. In file AgentTicketQueueTicketView.dtl i add this: <p> <hr> <b>$Text{"FeedBack Info"}:</b> <br> <table border="0"> <tr> <td> <li> <b>$Text{"Automatic Classification"}</b> <ol type="1"> <li> <b>$Text{"Class1"}</b> </li> <li> <b>$Text{"Class2"}</b> </li> <li> <b>$Text{"Class3"}</b> </li> <li> <b>$Text{"Class4"}</b> </li> <li> <b>$Text{"Class5"}</b> </li> </ol> </li> <li> <b>$Text{"Manual Classifica"}</b> <form name="modulo" action="$Env{"CGIHandle"}" method="get"> <table> <tr> <td>Class 1 :</td> <td> <select name="Class 1 "> <option value="Hardware">Hardware</option> <option value="Software1">Software1</option> <option value="Software2">Software2</option> </select> </td> </tr> <tr> <td>Class 2 :</td> <td> <select name="Class 2 "> <option value="Hardware">Hardware</option> <option value="Software1">Software1</option> <option value="Software2">Software2</option> </select> </td> </tr> <tr> <td>Class 3 :</td> <td> <select name="Class 3 "> <option value="Hardware">Hardware</option> <option value="Software1">Software1</option> <option value="Software2">Software2</option> </select> </td> </tr> <tr> <td>Class 4 :</td> <td> <select name="Class 4 "> <option value="Hardware">Hardware</option> <option value="Software1">Software1</option> <option value="Software2">Software2</option> </select> </td> </tr> <tr> <td>Class 5 :</td> <td> <select name="Class 5 "> <option value="Hardware">Hardware</option> <option value="Software1">Software1</option> <option value="Software2">Software2</option> </select> </td> </tr> <tr> <td colspan="2" align="center"><input type="submit" value="Send FeedBack"></td> </tr> </table> </form> </li> </td> </tr> </table> <hr> </p> Now the form that i want is visible in menu but i have 2 problems. 1. I don't know where i can't find the selected values in the form. For example, if a user select Hardware, Software1, Software2, Hardware , Hardware how can i obtain this values?? 2. how i can print the value of a variable where i wrote $Text{"Class1"} and how i can pass this variable to the dtl file?? Thanks Fabio Zanon

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associate Queues to Services
by Kirk Shearin 28 Apr '09

28 Apr '09

Hello, I am looking for a way to associate Queues to Services in version 2.3.4. My organization has a requirement for new ticket creation. The queue (To:) drop-down list needs to be generated based on the Service chosen. So, for example, if a Service named "Desktop Support" is chosen then only queues that apply to Desktop Support will appear in the To: drop-down menu. I would appreciate any advice on how to accomplish this task. Kirk

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Stats. Hos to use an external field imported to MySql?
by Le machito 28 Apr '09

28 Apr '09

Hi all, I downloaded from another database to MySql some fields related with our customers as "Building". I want to use this information in my stats but I can not get this field. Any idea about how to get this field information in our stats? We are looking for the number of tickets by Building (We need to know hoy many tickets are coming from the different buildings) Thanks in advance Raoul

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Stats on FreeTime field
by Gilles Bardouillet 28 Apr '09

28 Apr '09

Hi everybody, I'm trying to configure some stats based on FreeTime fields, and it seems these kind of data is not available through the current wizard interface. FreeText are available for stats, FreeTime not FreeText and FreeTime are both available for Ticket Search Does someone has some tip for OTRS 2.3.4 ? Regards, Gilles. -- ------------------------------------------------------------------------ Signature IOC *Bardouillet Gilles* *Architecte / Expert J2EE - Atos Origin* Téléphone : +33 (0) 6 85 94 21 47 Plan d'accès <http://maps.google.fr/maps?f=q&hl=fr&geocode=&q=18+av+d%27alsace,+courbevoi…> www.atosorigin.fr <http://www.atosorigin.fr/> Développement durable, anticipons pour notre avenir / Sustainibility, advance our future P Préservons l'environnement, n'imprimez ce mail que si nécessaire / please consider your environmental responsibility before printing this e-mail. Ce message et les pièces jointes sont confidentiels et réservés à l'usage exclusif de ses destinataires. Il peut également être protégé par le secret professionnel. Si vous recevez ce message par erreur, merci d'en avertir immédiatement l'expéditeur et de le détruire. L'intégrité du message ne pouvant être assurée sur Internet, la responsabilité du groupe Atos Origin ne pourra être recherchée quant au contenu de ce message. Bien que les meilleurs efforts soient faits pour maintenir cette transmission exempte de tout virus, l'expéditeur ne donne aucune garantie à cet égard et sa responsabilité ne saurait être recherchée pour tout dommage résultant d'un virus transmis. This e-mail and the documents attached are confidential and intended solely for the addressee; it may also be privileged. If you receive this e-mail in error, please notify the sender immediately and destroy it. As its integrity cannot be secured on the Internet, the Atos Origin group liability cannot be triggered for the message content. Although the sender endeavours to maintain a computer virus-free network, the sender does not warrant that this transmission is virus-free and will not be liable for any damages resulting from any virus transmitted.

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Re: [dev] [otrs] Error in otrs 2.4
by Frans Stekelenburg 28 Apr '09

28 Apr '09

Lucido, Probably there should be added a cleaning up of shared memory in code. I experienced the exact same thing in my test VM instance running Fedora release 7 (Moonshine). You can fix this either by a reboot, or by removing still allocated shared memory. If you log in to your server (assuming linux), as root, run 'ipcs' and you will see still sh mem of otrs: # ipcs ------ Shared Memory Segments -------- key shmid owner perms bytes nattch status 0x02a62383 0 otrs 777 1 0 0x02a6231f 32769 otrs 777 4096 0 ------ Semaphore Arrays -------- key semid owner perms nsems 0x00000000 163840 apache 600 1 0x00000000 196609 apache 600 1 0x00000000 229378 apache 600 1 ------ Message Queues -------- key msqid owner perms used-bytes messages The ones of owner 'otrs' can be removed when you are sure apache and otrs is not running. # ipcrm -m 0 # ipcrm -m 32769 I started mysqld, httpd, and otrs services after this and got the good ol' login screen. gr, Frans From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Lucio de Aquino Marinho Sent: zaterdag 25 april 2009 01:37 To: User questions and discussions about OTRS. Subject: [otrs] Error in otrs 2.4 Hello for all I got some errors when i tryed to install the 2.4 otrs version --> in the browser Software error: Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229. --> in the log tail -f servicedeskhml-error.log [Fri Apr 24 20:03:10 2009] [error] [client xxxx] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:03:10 2009 [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client 1xxx] Message: Can't remove shm for log: Operation not permitted [Fri Apr 24 20:03:10 2009] [error] [client xxx] [Fri Apr 24 20:03:10 2009] [error] [client xxx] Traceback (2641): [Fri Apr 24 20:03:10 2009] [error] [client xxx] Module: Kernel::System::Log::CleanUp (v1.59) Line: 253 [Fri Apr 24 20:03:10 2009] [error] [client xxxx] Module: Kernel::System::Log::new (v1.59) Line: 104 [Fri Apr 24 20:03:10 2009] [error] [client 1xxx] Module: /opt/otrs-2.4/bin/cgi-bin/installer.pl (v1.29) Line: 52 [Fri Apr 24 20:03:10 2009] [error] [client xx] [Fri Apr 24 20:03:10 2009] [error] [client xxxx] [Fri Apr 24 20:03:10 2009] installer.pl: Bad address at /opt/otrs-2.4/bin/cgi-bin/../../Kernel/System/Log.pm line 229. [Fri Apr 24 20:06:50 2009] [error] [client xxx] ERROR: OTRS-Installer-10 Perl: 5.8.8 OS: linux Time: Fri Apr 24 20:06:50 2009 Anybody see some messages like this Thanks for all

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Ticket with an HTML file attached
by Melissa 27 Apr '09

27 Apr '09

Hello everybody, When OTRS receive an email with a picture attachment (from Lotus Notes) the ticket show 2 attachments, the picture and a HTML file. (When you click in this HTML file it opens the local browser with the body of the email) Anybody knows a way to avoid this HTML file? Our OTRS have the configuration (by default) PostmasterAutoHTML2Text=Yes Thanks a lot Melissa

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How to change the sender address when I forwarded a ticket?
by Melissa 27 Apr '09

27 Apr '09

Hello girls, guys, I have little question. In my OTRS domain only agents have access to OTRS.(No users) When I forwarded a ticket to the user, can I change the sender address for another one? (A particular queue for example). The reason is because if the user send a reply to our OTRS address, OTRS will create a new ticket. Thanks in advance Melissa

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Add Link in Ticket Menu
by Fabio Zanon 26 Apr '09

26 Apr '09

Hi, I try to add a link in ticket menu in the right part of display but I don't understand how I can do this action. I have read the developer book in section 7.10.3 but I don't understand. Can someone explain to me how to do in a simple way? Thanks Fabio

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