August 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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error 500 calling rpc.pl
by Leonardo Certuche 30 Aug '10

30 Aug '10

Hello there! We're currently developing an extension to the OTRS API that will allow us to create/modify/link OTRS configuration items using calls made from third-party applications. In order to avoid starting from scratch we decided to first try to adopt the current API to our needs, attached are the two files involved: rpc.pl has some useful SOAP methods that we'd like to imitate in order to have available new methods related to the Kernel::System::GeneralCatalog class, but when we add the new line to instance that object: $CommonObject{GeneralCatalogObject} = Kernel::System::GeneralCatalog->new(%CommonObject); We get error 500. We're currently consuming the services exposed by default on rpc.pl and they work flawlessly. It's only when the mentioned line is added that error 500 occurs. What changes should we make to Kernel::System::GeneralCatalog in order to use it as a SOAP service? Thanks in advance for your help, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Menu Link to an external URL
by Laurent Minost 26 Aug '10

26 Aug '10

Hi, I added a new menu link by following example in OTRS dev documentation, this menu is now working and I have an associated TicketMenuAddBugzilla.pm module and dtl template associated. My question is : Is it possible that the link displayed in the OTRS Menu bar leads to an external URL, not relative one ? ... $Self->{LayoutObject}->Block( Name => 'MenuItem', Data => { %{$Param{Config}}, %{$Param{Ticket}}, %Param, Name => 'Script', Description => 'Something bla bla bla!', Link => 'Action=AgentFAQ&ItemID=$QData{"ServiceID"}', }, ); ... It seems that the Link parameter will use the value to add it to the "Base OTRS URL" but in case we want an external link it's not what we are waiting for. Thanks in advance, BR, Laurent MINOST

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Fwd: Problem when creating new Stats
by Hugo Ferreira 20 Aug '10

20 Aug '10

Hello I've OTRS 2.4.7 with ITSM modules in it. It's running under a MS Win2k3. Everything's working smooth, been configuring ITSM Classes with no problem, except this one: I can run any predefined Stats but when I try to create a new one, the browser shows me the 500 Internal Server Error error. Looking at the error.log from apache i get: [Wed Aug 18 09:52:08 2010] [error] ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: MSWin32 Time: Wed Aug 18 09:52:08 2010, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Message: Module Kernel/System/ITSMConfigItem/XML/Type/User.pm not found!, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Traceback (2332): , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::ITSMConfigItem::XML::_LoadXMLTypeBackend (v1.17) Line: 560, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::ITSMConfigItem::XML::XMLStatsAttributeCreate (v1.17) Line: 93, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::Dynamic::ITSMConfigItem::_XMLAttributeAdd (v1.4) Line: 197, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::Dynamic::ITSMConfigItem::GetObjectAttributes (v1.4) Line: 158, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::GetStatsObjectAttributes (v1.3.2.2) Line: 2111, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::StatsGet (v1.3.2.2) Line: 262, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Stats::GetStaticFiles (v1.3.2.2) Line: 2165, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::Modules::AgentStats::Run (v1.74.2.2) Line: 1138, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 819, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] Module: D:/OTRS/OTRS/bin/cgi-bin/ index.pl (v1.88) Line: 48, referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… [Wed Aug 18 09:52:08 2010] [error] , referer: http://otrs.somedomain.com/otrs/index.pl?Action=AgentStats&Subaction=Overvi… Any ideas of that could cause the problem? Regards -- Hugo Ferreira -- Hugo Ferreira Este email não foi escrito ao abrigo do novo Acordo Ortográfico.

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Need a little help for dev start
by Thomas Kaltenbrunner 20 Aug '10

20 Aug '10

Hello, before I get lost in the source, it would help if I could get some basic infos. Can somebody give me a very short intro to the architecture of otrs 3? I want to add a new ticket function - something like "Send summary of ticket". Can/Should this be implemented as a package? Is there somewhere a discription how to create a package? Thanks Thomas Kaltenbrunner -- OPC® cardsystems GmbH Mobil: +49 151 52628082 Skype: tj-opc Zentrale: +49 651 8408 0 Geschäftsführer: Torsten Hülsmann, Dipl.-Ing. (FH) Klaus Dieter Schömer Registergericht: Amtsgericht Wittlich HRB-Nr.: 3903

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HELP otrs ldap
by Vladimir Damjanovic 19 Aug '10

19 Aug '10

Hi people is there any way to make this work I installed otrs 2.4.6 on windows xp and i have set up ldap auth and sync (ldap ad-db). that worked fine. But now my boss wants otrs on linux + ldap auth I instaled otrs 2.4.7 on debian. I activated ldap auth for customers via sysconfig. But when I entered sync (ldap to db) settings in Config.pm In login screen I get Error: Access denied for user 'otrs'@'localhost' (using password: NO) I think it is db access problem. Can someone explain what to do?

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

10 Aug '10

Ich werde ab 09.08.2010 nicht im Büro sein. Ich kehre zurück am 17.08.2010.

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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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Include ePub format of otrs documentation
by Carlos Rodríguez 04 Aug '10

04 Aug '10

Hi All I like to suggest the use of ePub format for all otrs documentation in addition to pdf and html format. ePub is an open standard for electronic publications, mobile devices like Apple (iPod, iPad, iPhone), Android based phones, and other electronic book readers can read ePub ebooks. From DocBook XLS 1.74.1 ePub is supported as a DocBook output format, so maybe is not so hard to implement it With the next release of MyOTRS, The iPhone App many "iUsers" will be very glad to have otrs documentation in their mobile device. For more information about ePub please click on the following links http://en.wikipedia.org/wiki/EPUB http://www.idpf.org/ -- Carlos Fernando Rodríguez Hdz. Research & Development OTRS Lab, S.A. de C.V. Parque de Software, Módulo A1, Circuito Norte 100 Parque Industrial Zapotlan 2000 49000 Ciudad Guzmán, Jalisco MEXICO T: +52 33 4777 3862 (Dial thru) I: www.otrs.com/ GET OTRS::ITSM 2.0 NOW - including the brand new change management module! It´s the only ITIL® V3 compatible open-source IT Service Management solution certified by PinkVERIFY worldwide!

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