February 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

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Customer with multiple IDs, too much IDs
by Alessandro Cortiana 25 Feb '10

25 Feb '10

We have a lot of customers and we implemented the function "Customer with multiple IDs" described here http://doc.otrs.org/2.4/en/html/x1801.html We have a database backend for customer users. The problem is that we need to assign a lot of customer ids to a customer user and the textbox is too short. I need to insert more or less 600 characters in the CustomerIDs textbox. The "customer_ids" row in the "customer_user" table is a VARCHAR (250). My idea is to change the VARCHAR (250) to VARCHAR (1000) so I can insert a longer string. Is this a good idea? Can this modification create problems or have unforseen consequences? Do you have any suggestion? Thanks, Alessandro Cortiana

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Processing incoming e-mails
by Илья Чесноков 22 Feb '10

22 Feb '10

Hello. Where can i put a piece of code, which will parse incoming messages, extract login and password from them and add Customer User in OTRS? I mean, what is the best way - do i need to write a plugin or modify existing script, or something similar? -- Ilya Chesnokov

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Re: [dev] SQL Error in System Log
by Michiel Beijen 22 Feb '10

22 Feb '10

Did you disable a ticket state, or can you try rebuilding sysconfig? On 19 Feb 2010 06:18, "Arpit2 G" <arpit2.g(a)tcs.com> wrote: Hello Everyone, I have OTRS 2.4.5 on windows 2008 with MSSQL as the DB. I am getting some SQL error in the log, when i click on Dashboard. [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749 ORDER BY st.until_time DESC' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.queue_id IN (3, 4, 6, 8, 13, 14, 15, 16, 17, 18, 19, 20, 21, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.responsible_user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw WHERE sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) AND tw.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_state_id IN (7) AND st.until_time >= 1266553909 ORDER BY st.until_time ASC' The reason of this issue as of my understanding is "st.ticket_state_id IN ( )", there is no value in IN( ) but what is the reason behind this, why this happening, Please guide me. Thanks & Regards Arpit Gupta =====-----=====-----===== 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 --------------------------------------------------------------------- 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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Problems adding functionality for moving tickets from 1 queue to another
by Mayank Mathur 22 Feb '10

22 Feb '10

Dear users. Im very new to OTRS. I want to know , how can i implement functionality in my custom .dtl file to Move ticket from 1 queue to another. For eg, if u open any ticket inside queue 1, it'll provide a drop-down for moving tickets through move button. Now , what i want is, to implement this same functionality inside "AgentTicketCompose" page , which comes by clicking "Response" Link on Ticket view page. I've done some research on this, but couldn't able to add this functionality yet. Thanks for any pointers/suggestions. ------ Regards, Mayank Mathur

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SQL Error in System Log
by Arpit2 G 19 Feb '10

19 Feb '10

Hello Everyone, I have OTRS 2.4.5 on windows 2008 with MSSQL as the DB. I am getting some SQL error in the log, when i click on Dashboard. [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749 ORDER BY st.until_time DESC' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.queue_id IN (3, 4, 6, 8, 13, 14, 15, 16, 17, 18, 19, 20, 21, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.responsible_user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw WHERE sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) AND tw.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time <= 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_state_id IN (7) AND st.until_time >= 1266553909 ORDER BY st.until_time ASC' The reason of this issue as of my understanding is "st.ticket_state_id IN ( )", there is no value in IN( ) but what is the reason behind this, why this happening, Please guide me. Thanks & Regards Arpit Gupta =====-----=====-----===== 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

1 0

Customer package
by Stevan Bogdanovic 18 Feb '10

18 Feb '10

I created custom package and when I install it through Package Manager it get installed and integrated in OTRS. But I wont it to be accessible from customer page (customer.pl). I guess I need to change my package XML configuration file but don't know exactly how. Does anyone know what? Best regards Stevan Bogdanović

1 0

unix dgram connect: No such file or directory at ../..//Kernel/System/Log/SysLog.pm line 65
by Graeme Brough 16 Feb '10

16 Feb '10

I have just installed OTRS 2.3.1 and due to the limitations of my hosting package I had to install under /home/www/domain.name/otrs instead of /opt/otrs. I think there is an issue with error reporting as when accessing otrs/bin/cgi-bin/index.pl in debug mode the error shown above is returned as the 500 error - nothing obvious is shown in either my access or error logs. If I switch off debug mode the page loads perfectly but if I login as root@localhost the same 500 error is generated. Any suggestions as to how to fix this? DB connectivity is fine The following have been set in otrs/Kernel/Config.pm: $Self->{Home} = '/home/www/domain.name/otrs'; $Self->{ScriptAlias} = 'otrs/bin/cgi-bin/'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'LogModule::LogFile'} = '/home/www/logs/otrs.log'; Graeme

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Problem wiht Basic Auth
by Leonid Korokh 15 Feb '10

15 Feb '10

Hi All, My goal is to authenticate agents using integrated windows authentication and use database backend to store their accounts (group membership and so on). We cannot use passwords as we use smartcards to authenticate in windows domain. I've deployed clean OTRS 2.4.7 setup under IIS and MSSQL. All settings in Config.pm are defaults except that are needed to use MSSQL. I've created user in database (let's say qqq) which is member of admin and users groups. After that I've added these two strings into Config.pm: $Self->{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth'; $Self->{'AuthModule::HTTPBasicAuth::Replace'} = 'DOMAIN\\'; Next I set IIS to use integrated windows authentication, so REMOTE_USER environment variable will be set to the user who is authenticated by IIS, for example DOMAIN\qqq. As I understand architecture of OTRS it is allowed to do this way. But when I try to enter agent's interface I got these errors: Message: Need UserLogin or UserID! Traceback (3364): Module: Kernel::System::User::UserLookup (v1.94) Line: 668 Module: Kernel::System::Auth::Auth (v1.42) Line: 261 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 192 Module: c:\inetpub\wwwroot\bin\cgi-bin\index.pl (v1.88) Line: 48 Digging into source code I've found that Atuh.pm expects that $Param{User} variable should be set somewhere before the call of UserLookup at line 261. If I add Param{User}=$User at line 260 everything is working well. So, is it a bug, or I do something wrong? TIA --------------------------------------------------- Leonid S. Korokh CIO Aladdin Software Security R.D. Phone: +7 (495) 223-0001 (30 lines) Phone: +7 (495) 988-4640 Fax: +7 (495) 646-0882 E-mail: l.korokh(a)aladdin.ru<mailto:l.korokh@aladdin.ru> Web: www.aladdin.ru<http://www.aladdin.ru/>

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Re: [dev] dev Digest, Vol 79, Issue 2
by valerio cacciatore 14 Feb '10

14 Feb '10

I would have a dedicated information in the ticket in order to easly recognize expensive or cost free tickets so just a note is not enough. Anyway I'm also interested in the information exchange between front-end and back-end using the html interface. Is there only the BuildSelection to do it? Thanks in advance, Valerio P.s.: I'm not really sure this is the right way to reply to a message. I hope I don't create confusion. 2010/2/3 <dev-request(a)otrs.org> > 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. How to use BuildSelection and giving data to backend > (valerio cacciatore) > 2. RE : How to use BuildSelection and giving data to backend > (LEBLANC Bastien (EXT CAP GEMINI)) > 3. Re: how to connect the services to Queues - problem is > resloved (ramana) > 4. RE : LDAP connection not always necessary? > (LEBLANC Bastien (EXT CAP GEMINI)) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 2 Feb 2010 22:20:30 +0100 > From: valerio cacciatore <cacciatore.valerio(a)gmail.com> > Subject: [dev] How to use BuildSelection and giving data to backend > To: dev(a)otrs.org > Message-ID: > <8159247b1002021320r5492e321y8377917b3de47385(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Dear All, > this is the second time I'm writing you and I have to thanks you for the > answers you gave me with my first question. > Now I have the following problem. > > I would create a module in which an agent can select a ticket (among his > tickets), then adding a couple of field (e.g. ticket cost and ticket > covered > by warranty) and save the ticket. > But... let's start from the easy things: > I'm looking for a simple way to make a choice in the frontend (using a > multi-choice menu), giving this info to the backend and performing some > actions/query on DB. > I was trying to use the BuildSelection function in the AgentModule.pm but I > was not successful. > Can someone explain me how to use this function? Is there an easy example > ready? > > My first approach has been to use a button in the frontend and try to call > another AgentXXX.pm module to introduce more info in the frontend, but I > received a message saying the module was not registered in Config.pm. > > I'm so confused ... :-S > > Thanks for help! > > Valerio >

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