July 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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how to register a public module?
by Juan Manuel Rodríguez 10 Aug '10

10 Aug '10

Hi Everyone, I want to register a module that should be accessible for customers not logged-in yet. This module should return a JSON data. I want to improve the login by making some validations while the user is typing, before he click the submit button. So, I create a simple OTRS package for install this module. It's configuration file is like this: <?xml version="1.0" encoding="iso-8859-1" ?> <otrs_config version="1.0" init="Application"> <ConfigItem Name="PublicFrontend::Module###PublicMyPackage" Required="1" Valid="1"> <Description Lang="en">Frontend module registration for MyPackage.</Description> <Group>MyPackage</Group> <SubGroup>Frontend::Public::ModuleRegistration</SubGroup> <Setting> <FrontendModuleReg> <Description>MyPackage</Description> <NavBarName>MyPackage</NavBarName> <Title>MyPackage</Title> </FrontendModuleReg> </Setting> </ConfigItem> </otrs_config> But the module is inaccesible in the public.pl. This URL: http://<HOST>/otrs/public.pl?Action=MyPackage doesn't work. And shows the following error: "Error: Got no ModuleReg!" All files are copied correctly: Kernel/Config/Files/MyPackage.xml Kernel/System/MyPackage.pm Kernel/Modules/PublicMyPackage.pm Kernel/Language/en_PublicMyPackage.pm Kernel/Output/HTML/Standard/PublicMyPackage.dtl What i am doing wrong? Can someone helpme? Thanks! Juan Manuel

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Verify that the current user is admin
by Kiffin Gish 28 Jul '10

28 Jul '10

How can I verify that the current user has admin rights? -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

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Adding date selections in Static Stat
by Maria Alejandra Piedra 27 Jul '10

27 Jul '10

Hi Everyone I need to add two sets of dates for the user to select and initial date and a finishing date. Right now what I've seen of dates is the following: push( @Params, { Frontend => 'Year', Name => 'Year', Multiple => 0, Size => 0, SelectedID => $Y, Data => { %Year, }, }, ); push( @Params, { Frontend => 'Month', Name => 'Month', Multiple => 0, Size => 0, SelectedID => $M, Data => { %Month, }, }, ); That worked when the stat was for a particular month, but now they want to choose the dates. Thanks and regars Maria Alejandra Piedra

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Working Time function not working‏
by Maria Alejandra Piedra 26 Jul '10

26 Jul '10

Hey there! I’m trying to use the $TimeObject->WorkingTime() function, but is not returning anything! Am I doing something wrong? I already checked the parameters, but still is not returning anything. My code is as follows: sub _getTime{ my ( $Self, %Param ) = @_; my ($startdate, $stopdate) = @_; my $ConfigObject = Kernel::Config->new(); my $EncodeObject = Kernel::System::Encode->new( ConfigObject => $ConfigObject, ); my $LogObject = Kernel::System::Log->new( ConfigObject => $ConfigObject, EncodeObject => $EncodeObject, ); my $TimeObject = Kernel::System::Time->new( ConfigObject => $ConfigObject, LogObject => $LogObject, ); my $WorkingTime = $TimeObject->WorkingTime( StartTime => '15/07/2010', #I’m using fixed dates to see if it was a problem with parameters but still it didn’t work!!! StopTime => '16/07/2010', ); # my @parts = gmtime($WorkingTime); # my ($Dd,$Dh,$Dm,$Ds)=@parts[7,2,1,0]; # my @time = ($Dd,$Dh,$Dm,$Ds); # return @time; return $WorkingTime; } Regards María Alejandra Piedra

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Search customers with a given telephone number ...
by Kiffin Gish 24 Jul '10

24 Jul '10

I need to search the customer database table based on a given telephone number. However, I notice that the Kernel::System::CustomerUser object method CustomerSearch() only supports one of the following search possibilities: Search, UserLogin and PostMasterSearch Is there any easier way to accomplish this rather than having to make lower level DBObject calls to search the 'customer_user' table based on the 'phone' value, e.g. $DBObject->Do( SQL => "SELECT * FROM customer_user WHERE phone = '012345678'" ); I see that there is a non-trivial way to configure searches in general to include more fields, but this is more complicated and will make the changes globally, whereas I want to limit this search to a specific situation. Thanks in advance for the extra help. Regards, Kiffin -- Kiffin Gish <Kiffin.Gish(a)planet.nl> Gouda, The Netherlands

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$TicketObject->TicketSearch() in the API
by Mark Schouten 24 Jul '10

24 Jul '10

Hi, I've sent the message below to the users-mailinglist, but maybe it's more appropriate in here. Does anyone have a clue what I'm doing wrong? Thanks! Hi, I'm trying to write a script that searches for all open tickets that carry a GPG signature so I can automatically download the needed public keys. While I thought the Search-request would be easy, I'm not getting the expected results. I expected the following search to return all my tickets: my %TicketIDs = $TicketObject->TicketSearch( Result => 'HASH', UserID => 1, Permission => 'rw', ); But instead, it only returns two tickets. The first two I created. Am I missing something here? -- Mark Schouten | Tuxis Internet Engineering KvK: 09218193 | http://www.tuxis.nl/ T: 0318 640168 | info(a)tuxis.nl M: 06 53463918 | mark(a)tuxis.nl

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rel-2_5 is dead
by Martin Gruner 14 Jul '10

14 Jul '10

Hi all, just FYI: the 2.5 branch in CVS is dead. Backports of Bugfixes in CVS head do not have to be included in this branch any more. Best regards, -- Martin Gruner Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann NEU: OTRS::ITSM 2.0 - jetzt mit dem brandneuen Change Management Modul. -Die erste ITIL® V3 kompatible und nach PinkVERIFY zertifizierte Open Source IT Service Management (ITSM) Lösung weltweit!

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Quoting of data in HTML
by Martin Gruner 09 Jul '10

09 Jul '10

Hi all, all of you who are working on DTL files know that we have $Data, $QData (HTML quoting) and $LQData (URL parameter encoding) to output data in DTLs dynamically. When deciding which one to use, please from now *always* use $QData (in HTML context) or $LQData (in URLs). Even if you just output a simple $QData{"TicketID"}. *Only* use $Data if you have to output HTML data, like a select box that was generated by the perl code. The benefit is that the DTL files become more readable, because you can see what the nature of a certain parameter is. The main reason is that $Data potentially causes security problems, and we therefore must limit its use as much as we can. To sum up: *don't use $Data unless you have to*! This applies to all areas of development at OTRS, not just the framework itself. Regards, -- Martin Gruner Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann NEU: OTRS::ITSM 2.0 - jetzt mit dem brandneuen Change Management Modul. -Die erste ITIL® V3 kompatible und nach PinkVERIFY zertifizierte Open Source IT Service Management (ITSM) Lösung weltweit!

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"No Time to Register - Submit a ticket right away" option
by Lee (Listserv Account) 02 Jul '10

02 Jul '10

I have seen a useful feature on other helpdesk systems at the login screen - a "No Time to Register - Submit a ticket right away" option which just asks for a username and email address and allows the user to submit a ticket straight away without waiting for a password to be emailed. In these cases, a password does get emailed so that the user can come back to the system at a later time, but the advantage is that the user can submit a ticket straight after registering without waiting for a password. A captcha can be used to avoid spam. Any ideas how this could be implemented in the code? Lee

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