September 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 and NAV
by Cathlyn Camilleri 30 Sep '09

30 Sep '09

Hi, Is it possible to integrated OTRS with Microsoft Dynamics (formerly known as Navision) 5.1? Thanks Cathlyn

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drovnik@gmail.com has sent you a private message
by Pako I 25 Sep '09

25 Sep '09

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Pako I (drovnik@gmail.com) has sent you a private message
by Pako I 18 Sep '09

18 Sep '09

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Problem Generating Notifications for SLAs
by Kaul, Sunjay 16 Sep '09

16 Sep '09

Hi, I am using OTRS 2.4.4 with ITSM. I have configured a queue and created a Service. The Service has an associated SLA which is set as: First Response: 10 min Update: 20 min Solution: 30 min Customers are mapped with the Service. I have uncommented the Example code in GenericAgent file which generates the Escalation notifications and the entry in the crontab reads: */2 * * * * $HOME/bin/GenericAgent.pl >> /dev/null I get the notifications when the First Response time has crossed 10 minutes (both the Escalation warning as well as the actual Escalation). After this, I go and create a response and the update SLA resets which makes sense to me. However, that is where my problem starts, even though, the SLA time keeps updating, there are no more notifications. Even if I update the ticket, I still get no notification for Solution time SLA violation. I don't understand where I am going wrong. Has anybody else faced this problem earlier, appreciate help Thanks, Sunjay </PRE><p style="font-family:arial;color:grey" style="font-size:13px">This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.</p><PRE>

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help with pending time, aka time since last action and GenericAgent
by Stephen Gebbie 14 Sep '09

14 Sep '09

Hi I am trying to write a GenericAgent script that will automatically close tickets that havnt had any action for 7 days (for specific queues) Based on a previous post (below) I am trying to use the Pending Time function. (the pending time global is the default 24hrs) So I run my script that sets the tickets to 'Pending Auto Close+', but when I do this via GenericAgent it seems like the timer function does not get triggered. If I look at a ticket that was just updated, its state is Pending...as expected, but there is no timer counting down. but if I manually gui and add 'a note' with new state as pending, then the countdown timer appears on the ticket status. What is wrong with the method I am using to set Pending state? Is there a keyword that I can use to initialize the pending countdown timer? Alternatively, how can I check that tickets in this queue have not had any action for 7 days, because if they havnt then I can close them. (they could be 57 days old and still active, so CreationTime is not suitable) thanks -- # -- # [name of job] -> Autoclose 7 day old tickets # -- # get all tickets with these properties Queues => ['Q1', 'Q2'], States => ['new', 'open'], New => { State => 'pending auto close+', Note => { From => 'AutoCloser', Subject => 'Changing the state to pending auto', Body => 'State changed to pending auto close+ by GenericAgent. this will be closed in 1week.', }, }, }, # -- # [name of job] -> PURGE # -- 'close all week old tickets' => { # get all tickets with these properties Queues => ['Q1', 'Q2'], State => 'pending auto close+', TicketPendingTimeOlderMinutes => 8640, # use just the options which should be changed!) New => { State => 'closed successful', }, }, -- Previous posts referred to: http://lists.otrs.org/pipermail/otrs/2009-August/027805.html http://lists.otrs.org/pipermail/otrs/2009-September/028155.html

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Source Code: 2.4 branch!
by Martin Edenhofer 13 Sep '09

13 Sep '09

Hi, after the pretty successful start of OTRS 2.4 we want to say thank you to all! :-) Today we created a cvs branch for OTRS 2.4. That means this branch will have all future bug fixes for OTRS 2.4.x (just bug fixes no new features). To checkout the 2.4 branch use: =============================== "cvs -z3 -d :pserver:<user>@cvs.otrs.org:/home/cvs co -r rel-2_4 otrs" To checkout the cvs HEAD use: ============================= "cvs -z3 -d :pserver:<user>@cvs.otrs.org:/home/cvs co otrs" Thanks, and happy coding for new features! .-) PS: The current stats about the OTRS framework source code (_without_ all additional modules like WebMail, FAQ, FileManager, SIRIOS, ...) is: ----------------------------------------------------------------- Source code lines (*.sh) : 905 (-63) Source code lines (*.pl) : 8446 (+902) Source code lines (*.pm) : 229928 (+22284) Source code lines (*.t) : 25306 (+29837) Source code lines (*.dtl): 23849 (+1780) Source code lines (*.xml): 20381 (+19102) ----------------------------------------------------------------- That means we have totally -->> 308.815 (+27.918) <<-- lines source code in OTRS 2.4. ;) -Martin

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R: feature request / contribution
by Bianchi, Giordano 03 Sep '09

03 Sep '09

Thanks for the reply, I'll submit my changes right away. -----Messaggio originale----- Da: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] Per conto di Michiel Beijen Inviato: giovedì 3 settembre 2009 8.58 A: Development community of OTRS.org Oggetto: Re: [dev] feature request / contribution Hi Giordano, Feel free to file enhancement requests and other great ideas on the bug tracker at http://bugs.otrs.org/ You can also attach patches if you have them, they will be reviewed and if they're good, they can make it to the next OTRS version! I saw you were busy with a firefox plugin for making the task of attaching files easier. Have you ever thought about creating a site-specific browser (SSB, think Mozilla Prism) for OTRS which includes this functionality? See for instance here: http://www.geekosity.org/?p=188 "Over at the Bubbles website you’ll find a growing library of pre-rolled SSBs just waiting for you to download and roadtest. Some of these have been augmented through the use of scripts. So for instance, the Flickr Bubble enables you to upload by just drag and dropping into the window." I think it would be great to have such a thing for OTRS! Regards, -- Michiel Beijen ((otrs)) :: OTRS AG :: Norsk-Data-Straße 1 :: 61352 Bad Homburg Phone: +31 (0) 6457 42418 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! Geschäftssitz: Bad Homburg Amtsgericht Bad Homburg, HRB 10751 Steuernummer: 003 240 97505 Aufsichtsratsvorsitzender: Burchard Steinbild Vorstand: André Mindermann (Vorsitzender), Martin Edenhofer NEU! ENTERPRISE SUBSCRIPTION - JETZT informieren und buchen! http://www.otrs.com/de/support/enterprise-subscription/ On Wed, Sep 2, 2009 at 15:51, Bianchi, Giordano<GioBianchi(a)gop.it> wrote: > Hello OTRS devs, > > I've made some changes to the AgentTicketCompose.pm & > AgentTicketCompose.dtl to implement multiple file uploads and > drag&drop via the dragdropuploader extension in firefox. I would like > to know if and how I can contribute my changes to the official code, > so that everyone can enjoy this new feature (and I don't have to > change the files every time a new version of OTRS comes out). > > Right now I've only added this to the AgentTicketCompose, but it's > trivial to add this functionality to any other template (i.e. AgentTicketEmail). > > Another request that I have is to extend the TicketType functionality > to other modules. > > Thanks, > > Giordano Bianchi > > > --------------------------------------------------------------------- > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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feature request / contribution
by Bianchi, Giordano 03 Sep '09

03 Sep '09

Hello OTRS devs, I've made some changes to the AgentTicketCompose.pm & AgentTicketCompose.dtl to implement multiple file uploads and drag&drop via the dragdropuploader extension in firefox. I would like to know if and how I can contribute my changes to the official code, so that everyone can enjoy this new feature (and I don't have to change the files every time a new version of OTRS comes out). Right now I've only added this to the AgentTicketCompose, but it's trivial to add this functionality to any other template (i.e. AgentTicketEmail). Another request that I have is to extend the TicketType functionality to other modules. Thanks, Giordano Bianchi

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German umlauts and customer auto completion
by Rupp Timo 02 Sep '09

02 Sep '09

Hi, Michiel of OTRS thought, this could be more suitable for the dev list, so I post it here again... I've got a problem with the new auto completion for customers. Each time either the already typed part of the name or one field of the suggested cutomers contains a German umlaut (or other special chars) the suggestion box doesn't appear. I think it's an IIS speciality :-) OTRS 2.4.3 / IIS 6.0 / MS SQL / DB customer backend I already tried a few things... Add "escape" method here (AgentCustomerSearch.dtl) will fix the umlaut problen in the search string, but all spaced will be double-encoded. Spaces seem to be already encoded by YUI control. myAutoComp.generateRequest = function(sQuery) { return "?Action=AgentCustomerSearch&Search=" + escape( sQuery ); }; Replace the code snipped that uses "Ascii2Html" (AgentCustomerSearch.pm) by inserting "HTML::Entities::encode" into the following code. To get the suggestion box to work I have to encode the plain value as well, so this hack is not very good. push @Data, { CustomerKey => $CustomerUserID, CustomerValue => HTML::Entities::encode($CustomerUserList{$CustomerUserID}), CustomerValuePlain => HTML::Entities::encode($CustomerValuePlain), }; With these hacks the box appears each time it should but it produces new problems: the search string must not contain spaces and the plain value in result array is destroyed. Encoding in DB and HTML pages of OTRS UI are correct. I hope to get some suggestions to fix this. An IIS configuration issue? THX! Timo Rupp Leiter Entwicklung Huber Verlag für Neue Medien GmbH Lorenzstraße 29 D-76135 Karlsruhe Tel. +49 721 15118-0 Fax +49 721 15118-11 rupp(a)huberverlag.de www.huberverlag.de Huber Verlag für Neue Medien GmbH - high speed information Sitz Karlsruhe, Registergericht: Mannheim (HRB 110836) Ust.-Identnummer DE213372792, Geschäftsführer: Rainer Kölmel --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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