August 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 development
by pablo36＠op.pl 26 Aug '09

26 Aug '09

Dear All, I'm Polish student who's develooping OTRS application. I would like to create/modify front-end for customers. I'm developing 2.3.4 version. Unfortunately I came up with some problems. I saw developer manuall and FAQs but they don't answer my questions. I created new table in DB called 'questions'. I would like all questions from this table to be loaded into my drop-down list. In file: 'CustomerTicketMessage.dtl' I have added following lines: <tr> <td class="contentkey">$Text{"Pytanie"}:</td> <td class="contentvalue"> $Data{"Pytania"}</td> </tr> Of course in file: 'CustomerTicketMessage I have added following lines: $Param{'Pytania'} = $Self->{LayoutObject}->AgentQueueListOption( Data => \%NewTos1, Multiple => 0, Size => 0, Name => 'PytaniaDest', SelectedID => $Param{PytaniaSelected}, OnChange => "document.compose.Expand.value='3'; document.compose.submit(); return false;", ); The problem is that I don't know how to load data from DB table 'questions' into to my drop-down list. I would be grateful if someone can contact me(reply on my email) or show me where I can find more information adbout OTRS development. I would be grateful for prompt response. Best regards, Pawel

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Thorough reference on TicketACL
by Ikhsan Muhammad 09 Aug '09

09 Aug '09

Hi All, I am developing OTRS to be used in my company and run on some some difficulties especially on identifying the Ticket ACL properties. The OTRS documentation only mention example on how to creating Ticket ACL not thorough reference on what can be put on TIcket ACL. For example: # ticket acl $Self->{TicketAcl}->{'ACL-Name-2'} = { # match properties Properties => { # current ticket match properties Ticket => { Queue => ['Raw'], Priority => ['5 very high'], }, # current action match properties Frontend => { Action => ['AgentTicketPhone', 'AgentTicketEmail'], }, # current user match properties User => { Group_rw => [ 'hotline', ], }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { Queue => ['Alert'], }, }, }; The ticket properties here are "Ticket", "Frontend and "User". I need information on what else can be put it there. And also what else can be specify under "User" besides "Group_rw". Can anyone help me where I can find thorough reference?? Thank you, Ikhsan.

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richieri has invited you to Spacelocker
by richieri 03 Aug '09

03 Aug '09

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