October 2012 - dev - OTRS mailing lists

order by and sort by ticket search generic interface
by Flavio Mattos 06 Nov '12

06 Nov '12

Hi guys! I would like to know how to use sort by and order by with generic interface. I' m using otrs 3.1.10 this is my request <SOAP-ENV:Envelope xmlns:SOAP-ENV="http://schemas.xmlsoap.org/soap/envelope/" xmlns="http://www.otrs.org/TicketConnector/actions"> <SOAP-ENV:Header/> <SOAP-ENV:Body> <TicketSearch> <UserLogin>root@localhost</UserLogin> <Password>root</Password> <SortBy>State</SortBy> </TicketSearch> </SOAP-ENV:Body> </SOAP-ENV:Envelope> But my response does not bring nothing. If I remove Sort by it works. What am I missing? Thanks!

2 1

Unicode sorting
by Juan Manuel Clavero Almirón 05 Nov '12

05 Nov '12

Hi all, since OTRS 3.1, OTRS works internally with Unicode Strings but leaves character sorting to basic perl 'cmp', which is not really unicode aware... as explained in Perl Unicode Cookbook [http://www.perl.com/pub/2012/06/perlunicook-case--and-accent-insensitive-so…] I think it would be best to use Unicode::Collate's sort. I've done this in Layout.pm -> _BuildSelectionDataRefCreate and it really has improved usability to our users (agents and customers both). This is the diff to the OTRS layout.pm (v 1.381.2.11 2012/06/22), in case anyone wants to use it: 16a17,22 > ##################### > ## Unicode Sorting ## > ##################### > use Unicode::Collate; > ##################### > 4667a4674,4684 > ##################### > ## Unicode Sorting ## > ##################### > ## Unicode Sorting: added sorting by Unicode::Collate > my $Collate = Unicode::Collate->new(level => 1); > # Level 1 ignores case and diacritics > # Level 2 adds diacritic comparisons to the ordering algorithm. > # Level 3 adds case ordering. > # Level 4 adds a tiebreaking comparison of probably more detail than most people will ever care to know. > # Level 4 is default > 4677c4694,4695 < @SortKeys = sort( keys %{ $Param{Data} } ); --- > ## Unicode Sorting ## > @SortKeys = $Collate->sort( keys %{ $Param{Data} } ); 4686c4704,4705 < @SortKeys = sort { $SortHash{$a} cmp $SortHash{$b} } ( keys %SortHash ); --- > ## Unicode Sorting ## > @SortKeys = sort { $Collate->cmp($SortHash{$a}, $SortHash{$b}) } ( keys %SortHash ); 4696c4715,4716 < push @SortKeys, sort { $List{$a} cmp $List{$b} } ( keys %List ); --- > ## Unicode Sorting ## > push @SortKeys, sort { $Collate->cmp($List{$a}, $List{$b}) } ( keys %List ); 4702a4723 > ## Unicode Sorting ## 4704c4725 < = sort { $Param{Data}->{$a} cmp $Param{Data}->{$b} } ( keys %{ $Param{Data} } ); --- > = sort { $Collate->cmp($Param{Data}->{$a}, $Param{Data}->{$b}) } ( keys %{ $Param{Data} } ); 4706a4728 > ##################### Kind regards, Juan Clavero

2 1

ACL - How do they work?
by Rocco Tocci 05 Nov '12

05 Nov '12

Hi Guys, in the form of new phone ticket I would limit the choice of services depending on the type of ticket. I added this ACL in config.pm but does not work $ Self-> {TicketAcl} -> {'ACL-1'} = { Properties => { Ticket => {Type => ['Incident'],}, }, Possible => { Ticket => {Service => ['CPS-IMAC :: Add', 'CPS-IMAC :: Change'],}, }, }; work when I go to the ticket zoom I see only the services of ACL? Suggestions? Where can I find a complete documentation about the syntax and sematics of ACLs? Thank you! -- Rocco Tocci Application Architect Strada Prov. 1 BariModugno n. 4 70123 Bari Italy Tel. +39 0803855483 TBS IT – Telematic & Biomedical Services Srl a socio unico Sede Legale : Via Giacinto Gallina, 4 – 34122 Trieste Tel. 040 - 92291 Sede Operativa : Via Francesco Bettini, 13 – 06034 Foligno Tel. 0742- 32661 C.F., P.IVA e Registro Imprese (TS) : 01165260322 Cap.Soc. € 8.000.000,00 i.v. una società di TBS Group SpA Ai sensi del D.Lgs. 196/2003 e della normativa internazionale, vi informiamo che questo messaggio è riservato esclusivamente al destinatario. Se esso vi fosse pervenuto per errore, vi invitiamo a eliminarlo immediatamente e a darcene comunicazione. Grazie. According to the Italian and international laws in force, we inform you that this message is reserved only for the addressee. If you are not the addressee, please delete it immediately and notify us. Thank you. P Per favore, pensa all'ambiente prima di stampare questo messaggio. Please, consider the environment before printing this e-mail.

3 2

Default - Queue in Agent Panel
by Rocco Tocci 26 Oct '12

26 Oct '12

Hi guys, I would like to understand if there is a parameter in sysconfig that I can exploit, New Phone Ticket (Agent panel), the combo on the queue with a default value directly. I saw that this is possible for the Panel Custpmer ((Ticket :: Frontend :: CustomerTicketMessage # # # QueueDefault) You can use the ACL? Or is it necessary to intervene in the code? Thanks Rocco

1 0

postmaster pre-filter: search in tickets
by Peter Tester 25 Oct '12

25 Oct '12

I wrote an postmaster pre-filter that searches in the tickets for an existing external ID, if it's existing a new article to this ticket is added. Otherwise a new ticket is added. My problem is that I have to define the Agent ID (UserID) in the Ticketsearch function in the pre-filter. How can I handle searches in all tickets and not only supportef by the selected agent? Thank you

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Re: [dev] Fiield Due date utilization
by Juan Manuel Clavero Almirón 24 Oct '12

24 Oct '12

Hi Rocco, I don't know if there is any OTRS automatic operation about Due Date. I think it's a Dynamic Field, defined in AdminDynamicField, and that you can hide it in SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewPhoneNew -> Ticket::Frontend::AgentTicketPhone###DynamicField Kind regards, Juan Clavero -----Mensaje original----- Date: Wed, 24 Oct 2012 09:55:58 +0200 From: Rocco Tocci <rocco.tocci(a)tbsit.com> Subject: [dev] Fiield Due date utilization To: Development community of OTRS <dev(a)otrs.org> Message-ID: <50879F0E.9090803(a)tbsit.com> Content-Type: text/plain; charset="iso-8859-15"; Format="flowed" Hi guys, I wanted to understand the significance of the field *due date* on creating new phone.ticket Identifies only 'another timestamp field? Or has a value on the management of the ticket? Also where is configured this field? I would like to disable it in the form of the new phone ticket. Thanks Rocco

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Fiield Due date utilization
by Rocco Tocci 24 Oct '12

24 Oct '12

Hi guys, I wanted to understand the significance of the field *due date* on creating new phone.ticket Identifies only 'another timestamp field? Or has a value on the management of the ticket? Also where is configured this field? I would like to disable it in the form of the new phone ticket. Thanks Rocco

1 0

Putting Escalation statuses into the ticket history
by Philippe-Arnaud HARANGER 22 Oct '12

22 Oct '12

Hello, I'm currently looking for a elegant way to keep track of the different escalations a ticket had been through. To my understanding, the elements currently in the ticket_history_type table from from 41 to 49 are destined to do so. As per ./scripts/test/Event/Escalations.t, lines 256 and following, it also seems that they aren't implemented yet. Can you give me any feedback on this subject? Does anyone knows when the function is planned to be released? If not how may I contribute? Cheers, Philippe-Arnaud

1 0

Time Units - New phone ticket
by Rocco Tocci 17 Oct '12

17 Oct '12

Hi guys, I would like to remove the field 'Time units (work units)' on the screen for new phone ticket it is possible via sysconfig? -- Rocco Tocci Application Architect Strada Prov. 1 BariModugno n. 4 70123 Bari Italy Tel. +39 0803855483 TBS IT – Telematic & Biomedical Services Srl a socio unico Sede Legale : Via Giacinto Gallina, 4 – 34122 Trieste Tel. 040 - 92291 Sede Operativa : Via Francesco Bettini, 13 – 06034 Foligno Tel. 0742- 32661 C.F., P.IVA e Registro Imprese (TS) : 01165260322 Cap.Soc. € 8.000.000,00 i.v. una società di TBS Group SpA Ai sensi del D.Lgs. 196/2003 e della normativa internazionale, vi informiamo che questo messaggio è riservato esclusivamente al destinatario. Se esso vi fosse pervenuto per errore, vi invitiamo a eliminarlo immediatamente e a darcene comunicazione. Grazie. According to the Italian and international laws in force, we inform you that this message is reserved only for the addressee. If you are not the addressee, please delete it immediately and notify us. Thank you. P Per favore, pensa all'ambiente prima di stampare questo messaggio. Please, consider the environment before printing this e-mail.

3 2

Multilevel selection of Service
by Rocco Tocci 10 Oct '12

10 Oct '12

Hi guys, do you know if there are some ad-on free to manage services with multi-level selection? Tanks

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