April 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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Hi
by Pilutak Dahl 14 Apr '10

14 Apr '10

Hi can someone give me directions where to manipulate search results from LDAP. Especially from manually added attributes. thanks in advance. Inussiarnersumik inuulluarit /Med venlig hilsen/ BR Pilutak Dahl DBA,CLP,ACA Nukissiorfiit - Grønlands Energiforsyning IT-afdelingen Postboks 1080, 3900 Nuuk Grønland - Greenland Telefon: (299) 34 95 00 Direkte: (299) 34 95 34 Fax: (299) 34 96 71 E-mail: PID(a)nukissiorfiit.gl

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Extending functionality
by Rune 'TheFlyingcorpse' Darrud 12 Apr '10

12 Apr '10

Hello, I want to extend a bit to the great functionality already available in OTRS. I have an overview over what I want todo, I want to list the customer info first taken partially from LDAP, then fetch the rest with SOAP as we have a SOAP service with department / phone numbers, etc that is not listed in LDAP. Also fetched with LDAP, is the network information, I want to expand on this and include some checks to this information, including a Java applet(further down the line), for remote control, already have the test code working ;-) . My questions are: For SOAP, how can I make it fetch the missing information, based on what it already knows? I've seen you can have multiple CustomerInfo(max 10), but I didn't get a clear picture on how to add a custom source like a SOAP call would be in place. For the LDAP part, how can I again treat some of the information retrieved, with another custom script that will help ease the initial problem searching. (probably answered by the one above, (-; ) I can easily write these functions in Perl scripts, but how to best incorporate into OTRS is what is bugging me. Where can I best add in these extra features? Do I put them in existing modules or do I put them in other folders and call for them? There was little documentation on how to easily incorporate the necessary customization that my own organization would need as a good deal is in-house made from before. I am sorry if this has been asked before, but my searches came up empty for these ;-) Best Regards, Rune "TheFlyingCorpse" Darrud

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Magic number in AgentTicketQueue - cannot show more than 50 tickets
by Gerhard Weber 08 Apr '10

08 Apr '10

Hello everybody, I am using Otrs 2.4.7 and wanted to list more tickets in AgentTicketQueue. Since I'm using the preview-view I raised the value for PageShown in Ticket::Frontend::Overview###Preview using SysConfig. Everything went fine until I entered a value greater than 50. No matter what I entered, I could not get more than 50 tickets to get listed. So I looked around and stumbled upon a magic number of 50 in method Run() Kernel/Modules/AgentTicketQueue.pm: # search all tickets @ViewableTickets = $Self->{TicketObject}->TicketSearch( StateIDs => \@ViewableStateIDs, LockIDs => \@ViewableLockIDs, QueueIDs => \@ViewableQueueIDs, %Sort, Permission => $Permission, UserID => $Self->{UserID}, Result => 'ARRAY', Limit => $Self->{Start} + 50, ); It seems otrs Kernel::System::Ticket::TicketSearch() uses the parameter Limit to, well limit the number of results fetch from the database. By raising the '50' to '100' I could get 100 tickets listed and so on. Is there something I'm missing? I think this is an unnecessary limitation. Instead of the 50 it should use the number entered at PageShown in Ticket::Frontend::Overview###Small|Medium|Preview. Problem is I don't know how Otrs determines which view is used (Small/Medium/Preview). Otherwise I would propose a patch like: Limit => $Self->{Start} + $PageShown, Thank you in advance for any comments, Greetings, gerhard

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Markus KNOLL ist außer Haus.
by markus.knoll＠artelis.net 07 Apr '10

07 Apr '10

Ich werde ab 05.04.2010 nicht im Büro sein. Ich kehre zurück am 12.04.2010.

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That Hardy Question - Draft Replies
by Jim Fullton 07 Apr '10

07 Apr '10

I hate to ask the (seemingly) perennial question concerning draft ticket replies, but I must. Has anyone implemented draft email ticket replies yet? If so, is the implementation available for use by others? I have done the usual googling and have reviewed this list and as much of the otrs list as I could, and found some discussion of intermediate work, but nothing finalized. I have been given this task to do, plus a few others (which I will bring up for discussion in advance and ultimately share), if no one has done it already. Any information, comments, pointers, encouragement, and even discouragement is/are welcome. Thanks - Jim

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Customisation: FreeTextField required marked with red *
by LEBLANC Bastien (EXT CAP GEMINI) 07 Apr '10

07 Apr '10

Hi, Could you tell me what you think this customisation? Our customer wanted that all required TextField where marked on the webpage, with this customisation, we have a red * if freetext is required. This is an example with AgentTicketNote, could be applied on other Modules (AgentTicketClose, etc..) > diff AgentTicketNote.pm ../../../otrs-2.4.5/Kernel/Modules/AgentTicketNote.pm 802d801 < my $TicketFreeTextRequired = ""; 1208,1212d1206 < if ( $Self->{Config}->{TicketFreeText}->{$Count} == 2 ) { < $TicketFreeTextRequired = "*" ; < } else { < $TicketFreeTextRequired = "" ; < } 1218d1211 < TicketFreeTextRequired => $TicketFreeTextRequired, /Standard > diff AgentTicketNote.dtl ../../../../../otrs-2.4.5/Kernel/Output/HTML/Standard/Agen 275c275 < <td colspan="2" class="contentkey">$Data{"TicketFreeKeyField"} <i><font color="red" size="2">$Data{"TicketFreeTextRequired"}</i></font> :</td> --- > <td colspan="2" class="contentkey">$Data{"TicketFreeKeyField"}:</td> 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.

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