January 2010 - 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

3 3

LDAP connection not always necessary?
by EXT / CAP GEMINI LEBLANC Bastien 03 Feb '10

03 Feb '10

Hi, I notice that at each access on OTRS (each page), an LDAP connection is made, even if it is not necessary (to get Customer Data). Do you think I should fill a bug, to be able to connect to the LDAP only if necessary (if the data is not cached)? Feel free to ask any details, I'll be glad to help on solving this issue Bastien. ------- Ce message et toutes les pièces jointes sont établis à l'intention exclusive de ses destinataires et sont confidentiels. L'intégrité de ce message n'étant pas assurée sur Internet, la SNCF ne peut être tenue responsable des altérations qui pourraient se produire sur son contenu. Toute publication, utilisation, reproduction, ou diffusion, même partielle, non autorisée préalablement par la SNCF, est strictement interdite. Si vous n'êtes pas le destinataire de ce message, merci d'en avertir immédiatement l'expéditeur et de le détruire. ------- This message and any attachments are intended solely for the addressees and are confidential. SNCF may not be held responsible for their contents whose accuracy and completeness cannot be guaranteed over the Internet. Unauthorized use, disclosure, distribution, copying, or any part thereof is strictly prohibited. If you are not the intended recipient of this message, please notify the sender immediately and delete it.

3 2

Stats very slow - SOLVED
by Gerhard Weber 28 Jan '10

28 Jan '10

Hi everybody, Just wanted to state that I solved my problem with slow stats. I already sucpected it had something to do with the big CustomerID-select. I didn't suspect that setting "Stats::CustomerIDAsMultiSelect" to "no" made the problem disappear. "If you activate this option all CustomerIDs will be shown in a multi-select field (Not useful if you have a lot of CustomerIDs)." No, it isn't ;) And, no I don't even know when it was activated for the first time... But a patch is still a patch - anybody interested in caching stats? It does speed thing up a little. Greetings, gerhard

1 0

Implement the HelloWorld module
by valerio cacciatore 28 Jan '10

28 Jan '10

Hello Community, I'm new with OTRS but I find it great. I was trying to setup my first module but I have some problems. It is not clear to me if I have to create new directories for the developed modules or I can use the dir already present. Can someone give me a first help? Moreover I tried to create the files in already existing directories and I was successfully to have the new module in my control board but I have this error code: Software error: Can't call method "FatalError" on an undefined value at ../..//Kernel/Modules/AgentHelloWorld.pm line 29. For help, please send mail to the webmaster (webmaster@localhost), giving this error message and the time and date of the error. Thanks for support, Valerio

4 4

Added additional information to the AgentTicketZoom template
by Kelly Barrett 28 Jan '10

28 Jan '10

Hi all, I want to be able to display in the AgentTicketZoom page the Comment field of the queue the ticket is in, and also the customer email address. I've been trying to figure out how to make that data available in the dtl, but I can't seem to figure out exactly how to get that information and make it available through $Data in the template. Can anyone point me in the right direction on how I can do this? Thanks, Kelly.

3 3

Stats very slow - patch proposal
by Gerhard Weber 26 Jan '10

26 Jan '10

Hi everybody, According to my former mail about the Stats being too slow I implemented a caching mechanism (inspired by the caching in Kernel::System::Ticket::TicketGet()). As expected it reduced the time for the View-Subaction from about 60 to about 20 seconds. In my opinion 20 secs is still quite some time for a webpage to show up, but it's tolerable (and I don't know enough about the internal affairs of the stats to speed up stuff there ;) You find the patch at the end of my mail. I've got still the problem with the Edit mechanism though: * The first page (Subaction EditSpecification) takes about 25 secs. * The second page starts with Subaction Action which takes 20 secs itself but then redirects to another call with Subaction EditXaxis which takes another 50 secs. The resulting HTML page is so huge it takes my browser almost 2 minutes to render the page (Firefox hang when I tried to inspect the HTML with firebug ;). I think this is because of the huge amount of CustomerIDs presented in a select. Also because I do not use a persistent perl environment (mod_perl, FastCGI) my caching is lost between redirects (both EditSpecification and EditXaxis call StatsGet()). * third page: another redirect from Subaction Action to EditValueSeries takes about the same time. And also the huge HTML page with lots of CustomerIDs... *fouth page: Action redirects to EditRestrictions, lots of CustomerIDs, about 2:30 Any idea how I can exclude the CustomerIDs from the pages? Just a text input would be ok for me. (I've got 172260 different customer_user_id entries in table ticket). And what do you think of the patch? Greetings, gerhard --- Kernel/System/Stats.pm (2.4.6) +++ Kernel/System/Stats.pm (version with caching) @@ -251,6 +251,16 @@ return \%Stat if $Param{NoObjectAttributes}; + # caching Stats with ObjectAttributes + # we don not cache calls with $Param{NoObjectAttributes} or with !$Stat{Object} + # these do not take much time anyway + my $CacheKey = 'Cache::GetStats' . $Param{StatID}; + + # check if result is cached + if ( $Self->{$CacheKey} ) { + return $Self->{$CacheKey}; + } + KEY: for my $Key (qw(UseAsXvalue UseAsValueSeries UseAsRestriction)) { @@ -348,6 +358,9 @@ $Stat{$Key} = \@StatAttributesSimplified; } + # cache user result + $Self->{$CacheKey} = \%Stat; + return \%Stat; }

1 0

Stats very slow
by Gerhard Weber 26 Jan '10

26 Jan '10

Hello everybody, I just upgraded an OTRS system from 2.2 to 2.4.6. Everthing seems fine... But now my customer complains about the Stats being very slow. Calling the Overview is ok, but the detail view (Subaction=View) takes 1 minute or more... So I investigated the situation: * Kernel::Modules::AgentStats::Run() calls * Kernel::System::Stats::StatsGet() with StatID => $StatID as the only argument * this call takes about 20 seconds - most of which is spend reading the keys 'UseAsXvalue', 'UseAsValueSeries' and 'UseAsRestriction' * moving on in AgentStats::Run() we got in the same Subaction a 'Completenesscheck': my @Notify = $Self->{StatsObject}->CompletenessCheck( StatData => $Stat, Section => 'All' ); * calling Kernel::System::Stats::CompletenessCheck() * which itself calls Stats::StatsGet() again! And again with the same StatID (taken from $StatData{StatID}): # check if the timeperiod is to big or the time scale to small # used only for fixed time values # remark time functions should be exportet in external functions (tr) if ( $Param{Section} eq 'All' && $StatData{StatType} eq 'dynamic' ) { my $Stat = $Self->StatsGet( StatID => $StatData{StatID} ); * so there we are for another 20 secs. * but that's not all. Back in AgentStats::Run() we call AgentStats::_Notify: $Output .= $Self->_Notify( StatData => $Stat, Section => 'All' ); * which calls Kernel::System::Stats::CompletenessCheck() again: my @Notify = $Self->{StatsObject}->CompletenessCheck( StatData => $Param{StatData}, Section => $Param{Section}, ); * which makes the third call to Stats::StatsGet() with the same arguments taking another 20secs. I don't know what CompletenessCheck() does. But since I don't see any differences between the 3 calls to StatsGet(), I strongly think that we do not really need 'em. One solution coming to mind is caching the results of StatsGet(). Another is to pass $stat (the result of the first call to StatsGet()) to CompletenessCheck() as an optional argument, so it can skip the additional calls to StatGet(). Personaly I'd prefer the caching. Am I making myself clear? What do you think? Thanks for any answers, gerhard

1 0

Re: [dev] Implement the HelloWorld module
by Michiel Beijen 24 Jan '10

24 Jan '10

Hi Valerio, Welcome to the community! Apparently there is some issue with the helloworld module mentioned in the documentation, the very same issue was reported here on the dev list a while ago. If you would like to see an example of how a module should work, you can check out any of the other modules on http://source.otrs.org For your daily use it is fine if you just put the files in the otrs dirs, for development it's much easier and cleaner to put them in a separate dir and symlink them with the module-tools script. Good luck with development, if you have questions, just ask, and if you've developed something cool it would be nice if you'd share. Michiel "valerio cacciatore" <cacciatore.valerio(a)gmail.com> wrote: >Hello Community, >I'm new with OTRS but I find it great. >I was trying to setup my first module but I have some problems. > >It is not clear to me if I have to create new directories for the developed >modules or I can use the dir already present. >Can someone give me a first help? >Moreover I tried to create the files in already existing directories and I >was successfully to have the new module in my control board but I have this >error code: >Software error: > >Can't call method "FatalError" on an undefined value at >../..//Kernel/Modules/AgentHelloWorld.pm line 29. > > For help, please send mail to the webmaster (webmaster@localhost), giving >this error message and the time and date of the error. > > >Thanks for support, > >Valerio >--------------------------------------------------------------------- >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/ -- Sent from my Android phone with K-9. Please excuse my brevity.

1 0

Name of the owner instead of user-id in Customer "My Tickets" Plz help...
by Arpit2 G 13 Jan '10

13 Jan '10

Hello Everyone, Any idea on following problem, Any suggestions, please help.I am stuck here: I want to display Name of the Owner instead of user-id under "My Tickets" in Customer Web Interface. I have changed this in agent section via editing the respective ".dtl" file. I tried to edit "CustomerStatusView.dtl" but no luck. Please guide me how can i make this change. Thanks in advance Regards AG =====-----=====-----===== Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. Thank you

2 2

Fill freetext with data from db lookup
by markus.knoll＠artelis.net 13 Jan '10

13 Jan '10

> Hi everybody in this dev community, > > I'm been looking for an possibility to fill some freetext fields at > titket compose time with > data form an db lookup. > > At my search throught the docu, some forums and mailing lists I > found an beta modul in > the otrs forum, that fits my needs mostly perfect. > > Please see : http://www.otrs-forum.de/viewtopic.php?f=21&t=1967 > > The Problem ist that it doen't work on 2.4.x, and my understanding > of perl and otrs molul > development are too poor to make it work by myself. > > The developper for this modul "darkside" seams not be interested on > the further development > of this modul, nor to fix the problem on 2.4.x..... > > Now my question, is there anybody in the world, who can do this for > uns, surely not for free...... > > Please contact me at markus.knoll(a)artelis.net > > Markus KNOLL > IT Administration, > DBA, DB development > > 3, rue Jean Piret > B.P. 2708 > L-1027 LUXEMBOURG

2 1