April 2009 - dev - OTRS mailing lists

bulk change (pending time)
by Frans Stekelenburg 21 Apr '09

21 Apr '09

Hi, It appears that the bulk feature still is a bit a underdeveloped child of this fine product. The following features I would expect to find (amazing it still is not a FAQ ;-)) but am not able to do: - Bulk change 'Pending Time'. I can bulk change to state Pending, but this is little helpful without the ability to actual pend into the future - Frontend::Agent::Ticket::ViewBulk - it is missing I think, unlike for other screens. And that is a pity. It would be very helpful to be able to adjust the fields for this screen as well (like for point 1) - And of course the select all tickets at once (a grease monkey workaround exists for firefox) I have searched the lists, but besides similar questions asked before, not found useful info. If anybody has made some changes to his OTRS instance for Bulk function, especially the first one, I would be happy to share details!! Much obliged, gr, Frans

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Link a FAQ item to a Service
by Ronaldo Richieri 20 Apr '09

20 Apr '09

Hi guys, I'm trying to link a FAQ item to a Service. When an agent choose a Service to a ticket, I'd like to show him one specific faq item to that item. Off course he will be able to search for another faq itens, but I'd like to have one to each service. I thought that I could use th LinkObject thing, but I didn't find any documentation about that. Do you guys have a tip for me about the LinkObject or other tip about how I should do this connection? Thanks! -- Ronaldo Richieri (15) 8818-2009

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Running 2 OTRS instances on 1 Apache and 1 MySql on Windows
by Ikhsan Muhammad 20 Apr '09

20 Apr '09

Hi everybody, I am trying to run 2 OTRS instances with only 1 apache and 1 MySql. I am running on Windows XP. I am going to use 1 OTRS for production and 1 OTRS for development, which I call OTRS Prod and OTRS Dev respectively. The path for OTRS production is : C:/PROGRA~1/OTRS/OTRS/ The path for OTRS development is : C:/PROGRA~1/OTRS/otrsdev/ Here what I have done: 1. Create new directory containing the OTRS for development (C:/PROGRA~1/OTRS/otrsdev/) 2. Add include statement in Apache's httpd.conf: # include the OTRS Prod configuration Include 'C:/PROGRA~1/OTRS/OTRS/scripts/apache2-httpd-new.include.conf' # include the OTRS dev configuration Include 'C:/PROGRA~1/OTRS/otrsdev/scripts/apache2-httpd-new.include.conf' # --- 2. Change all statement in file 'C:/PROGRA~1/OTRS/otrsdev/scripts/apache2-httpd-new.include.conf' from C:/PROGRA~1/OTRS/OTRS/ to C:/PROGRA~1/OTRS/otrsdev/ 3. Change the "use lib" statement in C:/PROGRA~1/OTRS/otrsdev/scripts/apache2-perl-startup.pl use lib "C:/PROGRA~1/OTRS/otrsdev"; use lib "C:/PROGRA~1/OTRS/otrsdev/Kernel/cpan-lib"; 4. Create new config.pm. Change the database and home directody in config.pm . $Self->{'Database'} = 'otrsdev'; $Self->{Home} = 'C:/PROGRA~1/OTRS/otrsdev'; Now, when I run the OTRS development , http://localhost/otrsdev/index.pl , it used the otrs production database (otrs) instead of otrs development database (otrsdev) and use all of the library (Kernel) under C:/PROGRA~1/OTRS/OTRS/ instead of C:/PROGRA~1/OTRS/otrsdev. Hence, everytime I made a change in the OTRS develoment the OTRS production is also changing and vice versa. I have made some experiment, when I changed the order of the include statement in httpd.conf: # include the OTRS dev configuration Include 'C:/PROGRA~1/OTRS/otrsdev/scripts/apache2-httpd-new.include.conf' # include the OTRS production configuration Include 'C:/PROGRA~1/OTRS/OTRS/scripts/apache2-httpd-new.include.conf' # --- The result is that the OTRS production and OTRS development will use the otrs development database (otrsdev) and use all of the library (Kernel) from C:/PROGRA~1/OTRS/otrsdev. I am really confused here. Can anyone help me?? Thanx a lot before.

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SMIME Problem
by Christoph A. 15 Apr '09

15 Apr '09

Hello! My original post was addressed to the otrs user list, but after not getting a reply I thougth it would be better to post that questions on the dev list. I'm trying to setup an otrs installation with SMIME (emails to the otrs email adress will arrive in encrypted format), but until now I was not able to get a working setup. I'm using OTRS 2.3.4 on an Ubuntu 8.04. If there arrives an SMIME encrypted email/ticket I can't see the content of it. In the webinterface appears only the SMIME encrypted mail as an attachement of the ticket. In the apache error log I see the following messages: ERROR: OTRS-CGI-13 Perl: 5.8.8 OS: linux Time: Wed Mar 10 20:59:13 2009 Message: Need Hash! Traceback (5253): Module: Kernel::System::Crypt::SMIME::Decrypt (v1.24.2.5) Line: 193 Module: Kernel::Output::HTML::ArticleCheckSMIME::Check (v1.17) Line: 117 Module: Kernel::Modules::AgentTicketQueue::ShowTicket (v1.54) Line: 307 Module: Kernel::Modules::AgentTicketQueue::Run (v1.54) Line: 259 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Could you tell me in which cases such a message (nee hash!) is generated? (what error triggers this) I imported the private and public part of the certificate (in the admin webinterface) + the root certificate (thawte). It seems to be the same problem as Leo had ~2 years ago: http://lists.otrs.org/pipermail/dev/2007-March/001516.html but he did not managed to get a working SMIME setup either. I was also looking in the bugzilla database and found this entry: http://bugs.otrs.org/show_bug.cgi?id=2452 I guess this fix was already merged upstream? Any help would be very appreciated. thanks Christoph For reference here my checkModules output: ./otrs.checkModules o CGI............................ok (v3.15) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.601) o DBD::mysql.....................ok (v4.005) o Digest::MD5....................ok (v2.36) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v2.036) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.63) o Net::POP3......................ok (v2.28) o Net::POP3::SSLWrapper.......ok (v0.02) o Net::IMAP::Simple..............ok (v1.17) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.29) o Authen::SASL................ok (v2.11) o Net::LDAP......................not installed! (not required / for directory authentication) o GD.............................ok (v2.35) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.68) o Compress::Zlib..............ok (v2.008) o XML::Parser....................ok (v2.34)

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how to list FAQ public order by name?
by yangpj 15 Apr '09

15 Apr '09

hello everyone~ I update our otrs to 2.3.4 and FAQ to 1.5.4, and the FAQ category and subcategory list for public( http **/otrs/public.pl) is not in order , what can I do to disply the category order by category name just like in the angent mode? or where is the code that I can modify ? thanks a lot~ ------------- Best regards smile_yang

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FAQ pt_BR translation file attached
by Ronaldo Richieri 14 Apr '09

14 Apr '09

Hi guys, I haven't find a translation for FAQ module in Portuguese Brazillian (pt_BR) So I have made one. It's attached. -- Ronaldo Richieri (15) 8818-2009

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A suggest to OTRS core Team
by Ronaldo Richieri 14 Apr '09

14 Apr '09

Hi I'd like to suggest to the OTRS site maintainers to put a search box for the mailing lists archives. It can be useful. Every time I'd like to seek if my doubt was already answered, I go to google and search: site:*.http://otrs.org/lists/* Something to search The search box can be helpful for newer OTRS developers Thanks -- Ronaldo Richieri +55 (15) 8818-2009

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(no subject)
by Renê Boaventura Jr 10 Apr '09

10 Apr '09

Dears Developers Im planning a implementation of OTRS and to do this, I need to know a list of activities and standard procedures. Somebody can help me? Thanks Renê Boaventura Junior (+55 21) 9978-9977 P Respeito ao meio ambiente e desperdício não combinam. Pense bem se realmente precisa imprimir. Please consider the impact to the environment and your responsibility before printing this e-mail.

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Should Ticket acl be declared on Config.pm?
by Ronaldo Richieri 09 Apr '09

09 Apr '09

Hi! I have this doubt about Ticket ACL declaration. Do I need to declare every Ticket ACL on Kernel/Config.pm or can I create a module (package) for that? thanks! -- Ronaldo Richieri (15) 8818-2009

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Customer Notifications New Ticket/Closed Ticket
by Le machito 08 Apr '09

08 Apr '09

Hi all, Our OTRS is accessed only by agents, the customers send emails and the call center distribute this request to the different queues. I am looking to add a Customer Notification (By email) to say: 1) Your new request have the ticket number xxx, etc etc 2) Your ticket xxx is closed. Thanks etc etc I don't want to use the option "change status" because I am interested only in this 2 solutions. (New Ticket-Closed Ticket) Do you know where can I configure it? Thanks in advance Raoul

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