May 2009 - dev - OTRS mailing lists

Re: [dev] Code to Upload a Configuration File
by Torsten Thau 25 May '09

25 May '09

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi Carlos, > Does anyone knows Is there any way to access the config upload functions > via code in a Package installation? For example to write the config > file, please it some ware in the filesystem and upload it to the main > configuration, or to upload the config options itself via code in a package Do you want to change existing values or simply add new configuration values? However, for new configuration values you should use xml-files as <OTRS_HOME>/Kernel/Config/Ticket.xml (which contains a lot of config values). For updated or changed values which are already defined you can use a similar approach - as long as your XML-file gets read later than the original. For instance you can write a ZZZZMyDefaultTicket.xml which overwrite original OTRS default config with your default ticke config. Another approach, which is more understandable, is to use a Kernel::System::Config object to set your config values. Just insert the corresponding code in the CodeInstall section of your sopm. The original default values are not affected then. A simple sample, which adds a new queue-layout to the 'PreferencesGroups###QueueView' SysConfig queue: #-------------------------------------------------------------------- $Self->{ConfigQueueView} = Kernel::System::Config->new(%{$Self}); $Self->{ConfigQueueView}->ConfigItemUpdate( Valid => 1, Key => 'PreferencesGroups###QueueView', Value => { 'Prio' => '3000', 'Label' => 'QueueView', 'DataSelected' => 'AgentTicketQueueTicketView', 'PrefKey' => 'UserQueueView', 'Module' => 'Kernel::Output::HTML::PreferencesGeneric', 'Desc' => 'Select your frontend QueueView.', 'Data' => { 'AgentTicketQueueTicketViewLite' => 'Lite', 'AgentTicketQueueTicketViewFoldable' => 'Foldable', 'AgentTicketQueueTicketView' => 'Standard' }, 'Colum' => 'Frontend', 'Activ' => '1' } ); #-------------------------------------------------------------------- See also http://dev.otrs.org/2.3/Kernel/System/Config.html for more information. regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.9 (GNU/Linux) iEYEARECAAYFAkoWa5gACgkQvXo8m5PgoXQkigCbBT+a87PYnHB/8TfAp/1C5P13 riwAn2NFMNVGZGJ8Ww7qXOKzK360TOFG =DCGO -----END PGP SIGNATURE-----

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release of otrs 2.4.0 and bug 2452
by Christoph A. 22 May '09

22 May '09

Hi! I have a question regarding the future release of otrs version 2.4.0 and bug 2452 [1]. Will this bug be fixed in the final release of otrs 2.4.0 or are you going to release regardless of this bug? [1] http://bugs.otrs.org/show_bug.cgi?id=2452 thanks Christoph

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Code to Upload a Configuration File
by Carlos Fernando Rodríguez Hdz 20 May '09

20 May '09

Hi, Im trying to make a Package that changes some configuration settings (like a calendar in order to set a specific calendar, holydays, and working times and other OTRS configurations). I dont like to overwrite manually Config.pm or Defeults.pm or ZZAuto.pm or ZZAAuto.pm, I know that the sysconfig web interface has button to upload a configuration file (and works very well) but I like to use that functionality in a <CodeInstall > part of a Package. Ive made some tries using the Kernel::System::Web::Request (but I think the you need to be in a web environment J ) Does anyone knows Is there any way to access the config upload functions via code in a Package installation? For example to write the config file, please it some ware in the filesystem and upload it to the main configuration, or to upload the config options itself via code in a package Saludos / Regards, Carlos Fernando Rodríguez Hdz. _____

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REST web API for OTRS via OpenResty?
by Lisa Shields 18 May '09

18 May '09

Hello, We are trying to integrate OTRS with other applications in our organization. I have noted the challenges previous posters to this list have made integrating their Java-language apps with the SOAP::lite rpc implementation available today in OTRS. We are also a Java/JSON shop and just want something simple. I'm wondering if it would be possible to add an OTRS integration script to the openresty server (see http://search.cpan.org/~agent/OpenResty-0.5.9/lib/OpenResty.pm ) ? Can somone clever with OTRS's existing Perl APIs comment on the viability of this idea as an alternative approach to grinding out SOAP WSDLs? My concept would ultimately be that such a customized openResty platform could be offered as an optional 'plugin' to OTRS, providing OTRS site admins an easy way to control their REST access points to OTRS - i.e. an ability to expose whatever OTRS objects they wanted, how they wanted, to all sorts of external languages and applications. thanks very much, Lisa

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Icon to list owned tickets
by Miller, Tim 18 May '09

18 May '09

We like the link in the Agent interface that shows the agent his/her responsible tickets. How can I add another icon/link there to show the open tickets that an agent owns? I am referring to the link in the upper right-hand corner of the agent interface next to "Locked tickets", "New Message", "Responsible", etc. "Locked Tickets" only shows those tickets that are owned and locked, I would like to see all tickets owned that are open, not only locked tickets. With Best Regards, Tim Miller BUCYRUS(r) Global Help Desk Supervisor Disclaimer: This e-mail may contain confidential/privileged information and should be read only by the named recipient(s). Any use of this e-mail by others is prohibited. Please notify of erroneous receipt by return e-mail to administrator(a)us.bucyrus.com

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ticket# search in menu bar
by Frans Stekelenburg 18 May '09

18 May '09

Hi, It would be handy to have in a corner in the menu back a field to type in a ticket #, to jump quickly to it. Has anyone made such a feature/customization? gr, Frans

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Re: [dev] dev Digest, Vol 70, Issue 2
by Santosh Singh 18 May '09

18 May '09

Download the OTRS Admin and developer manuel from OTRS site. These document will help you in planning and implementation. Regards On Sun, May 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. Implementation Planning (Ren? Boaventura Junior) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Sat, 16 May 2009 15:31:13 -0300 > From: Ren? Boaventura Junior <renebjr(a)terra.com.br> > Subject: [dev] Implementation Planning > To: <dev(a)otrs.org> > Message-ID: <021201c9d654$7fbf4c10$7f3de430$(a)com.br> > Content-Type: text/plain; charset="iso-8859-1" > > Dears Developers > > I?m 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 > > Ren? Boaventura Junior > > (+55 21) 9978-9977 > > P Respeito ao meio ambiente e desperd?cio n?o 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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need freetext on module Frontend::Customer::Ticket::ViewZoom
by Jeffery Chen Fan 18 May '09

18 May '09

Dear all, we close ticket in this fashion. 1, agent recovered the incident, answer the ticket and update the ticket state to pending for auto close. 2, customer in ViewZoom action set freetext to the value of satisfaction 3, customer update ticket and set ticket state to close. need freetext on module Frontend::Customer::Ticket::ViewZoom, how to do this ? i want to let customer to feedback the satisfaction for every ticket. -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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Implementation Planning
by Renê Boaventura Junior 16 May '09

16 May '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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Chinese characters in PDF print
by Jeffery Chen Fan 08 May '09

08 May '09

Dear All, PDF print can not display Chinese Font. This is a know issue ? -- Jeffery ___ /\__\ "What is the world coming to?" \/__/

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