July 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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OTRS File Permission Problem
by Mohamed-Amine Kadimi 29 Jul '09

29 Jul '09

Hello all, I installed OTRS from source on a light Debian and ran the SetPermissions.sh like this: /opt/otrs/bin/SetPermissions.sh /opt/otrs otrs www-data www-data www-data However, when I first log on to OTRS I have this error message: Error: Can't write /opt/otrs/Kernel/Config/Files/ZZZAAuto.pm: Permission denied! I know I can solve this manually by giving the right permissions to the Kernel/Config/Files folder which is currently owned by the userID 500 and the group 'Users', but I have some other questions: First, Is there any risk if I type this command, to make the user otrs (and group www-data) own all the stuffs under /opt/otrs/ and to be sure there will never be a permission problem in the future: # chown -R otrs.www-data /opt/otrs Then, I think the fact that the files under /opt/otrs/ are owned by userID 500 and group 'users' is due to the OTRS source files having been developed and packaged under another distribution which have these userID and group name. But in Debian, there is no userID 500, and the group 'users'has no member, so maybe this is the source of the permission problem! Am I correct? In that case my first question would make sense. Mohamed Amine Kadimi http://www.casafire.com _________________________________________________________________ Show them the way! Add maps and directions to your party invites. http://www.microsoft.com/windows/windowslive/products/events.aspx

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Nagios OTRS Integration
by Sanju P Ommen 21 Jul '09

21 Jul '09

Hi, Can Nagios and OTRS be integrated when both the tools are on different machines. I tried integrating both with the help of nagios_conference_2008_en.pdf . I am stuck with it. In Nagios I see it as Service OTRS Number of Tickets Current Status: WARNING (for 0d 2h 25m 5s) Status Information: (null) Performance Data: Current Attempt: 4/4 (HARD state) Last Check Time: 07-21-2009 18:23:58 Check Type: ACTIVE Check Latency / Duration: 0.119 / 1.804 seconds Next Scheduled Check: 07-21-2009 18:28:58 Last State Change: 07-21-2009 16:02:46 Last Notification: 07-21-2009 18:09:09 (notification 3) Is This Service Flapping? NO (0.00% state change) In Scheduled Downtime? NO Last Update: 07-21-2009 18:27:49 ( 0d 0h 0m 2s ago) Regards Sanju P Ommen TCC | Database Group DISCLAIMER: "The information in this e-mail and any attachment is intended only for the person to whom it is addressed and may contain confidential and/or privileged material. If you have received this e-mail in error, kindly contact the sender and destroy all copies of the original communication. IBS makes no warranty, express or implied, nor guarantees the accuracy, adequacy or completeness of the information contained in this email or any attachment and is not liable for any errors, defects, omissions, viruses or for resultant loss or damage, if any, direct or indirect."

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delete tickethook while search for ticketnumber
by Christian Port 16 Jul '09

16 Jul '09

Hi, I changed AgentTicketSearch to alow search for the ticktnumber with leading TicketHook. Maybe others need this too. Regards Christian *** ../otrs-2.4.0_beta5/Kernel/Modules/AgentTicketSearch.pm 2009-07-07 17:45:19.000000000 +0200 --- ../otrs-2.4.0_beta5_cp/Kernel/Modules/AgentTicketSearch.pm 2009-07-16 18:03:12.000000000 +0200 *************** *** 228,233 **** --- 228,240 ---- $GetParam{$_} =~ s/\s+$//g; $GetParam{$_} =~ s/^\s+//g; } + # remove the tickethook from ticketnumber + if ( $_ eq 'TicketNumber' ) { + my $TicketHook = $Self->{ConfigObject}->Get('Ticket::Hook'); + if ( $TicketHook ) { + $GetParam{$_} =~ s/^$TicketHook//i; + } + } } # get array params

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(no subject)
by Christian Port 16 Jul '09

16 Jul '09

Hi, I made some modifications in AgentTicketBulk to allow the change of pending times if pending state is possible. Is ok to post it this way? regards Christian diff otrs-2.4.0_beta5/Kernel/Modules/AgentTicketBulk.pm 232c232,244 < } --- > } > elsif ($Ticket{StateType} =~ /^pending/i) { > # get params > my %GetParam = (); > foreach (qw( Year Month Day Hour Minute )) { > $GetParam{$_} = $Self->{ParamObject}->GetParam(Param => $_); > } > $Self->{TicketObject}->TicketPendingTimeSet( > UserID => $Self->{UserID}, > TicketID => $TicketID, > %GetParam, > ); > } 499a512,520 > # append pending time if pending is possible > if($Param{'NextStatesStrg'} =~ /pending/i) { > $Param{DateString} = $Self->{LayoutObject}->BuildDateSelection( > Format => 'DateInputFormatLong', > DiffTime => $Self->{ConfigObject}->Get('Ticket::Frontend::PendingDiffTime') || 0, > %Param, > ); > } >

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Re: [dev] How to create tickets to repeating tasks?
by Le machito 09 Jul '09

09 Jul '09

http://lists.otrs.org/cgi-bin/listinfo/dev

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How to create tickets to repeating tasks?
by Le machito 09 Jul '09

09 Jul '09

Hello again :)Usually, in the helpdesk day to day work we have some repeating tasks like to install groups of Pcs. (50 Pcs = 50 tickets) Which function or method do you use in order to don't recreate many time the same ticket in OTRS? Thanks in advance for your help Raoul

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New ticket notification = yes (by default)
by Le machito 09 Jul '09

09 Jul '09

Hello everybody,I am trying to find the way to configure: Preferences/ New ticket notification = *yes* (by default) Anyone already try it? Thanks in advance Raoul

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Editing the documentation
by Michiel Beijen 03 Jul '09

03 Jul '09

I'd like to amend the otrs documentation here and there. I know it is stored in XML files on the cvs server. Are there any tools that can be used to edit these files? Or is it just vi? Also, what would be the best method to submit the enhancements? Should I attach them to enhancement bugs in bugzilla? Kindest regards, -- Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl

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