November 2012 - dev - OTRS mailing lists

lock ticket via generic interface
by Flavio Mattos 03 Dec '12

03 Dec '12

Hi guys! is it possible to lock a ticket using generic interface? If it is how do I do it? Thanks

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Re: [dev] Info in Dashboard
by Juan Manuel Clavero Almirón 02 Dec '12

02 Dec '12

Hi Rocco, I remember a package called something like "My Tickets" that added a dashboard module with exactly that, your tickets... but seems opar.perl-services.de is down, so I can't search it now... maybe if you try later... Kind regards, Juan Clavero -----Mensaje original----- Date: Thu, 29 Nov 2012 17:18:13 +0100 From: Rocco Tocci <rocco.tocci(a)tbsit.com> Subject: [dev] Info in Dashboard To: Development community of OTRS <dev(a)otrs.org> Message-ID: <50B78AC5.9030803(a)tbsit.com> Content-Type: text/plain; charset="iso-8859-15"; Format="flowed" Hi guys, do you know if there are parameters in sysconfig to display on the dashboard, for each list (pending, scaled, new, open), only the "*ticket assigned to me*" and not the ones in "*my queues*" and the "*Total Tickets*" Thanks Rocco

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Info in Dashboard
by Rocco Tocci 29 Nov '12

29 Nov '12

Hi guys, do you know if there are parameters in sysconfig to display on the dashboard, for each list (pending, scaled, new, open), only the "*ticket assigned to me*" and not the ones in "*my queues*" and the "*Total Tickets*" Thanks Rocco

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TicketSearch(CustomerID) ignored
by Vadim S. Goncharov 28 Nov '12

28 Nov '12

Hi, I've found that Kernel/Modules/CustomerTicketOverview.pm still calls: CompanyTickets => { All => { Name => 'All', Prio => 1000, Search => { CustomerID => [ $Self->{CustomerUserObject}->CustomerIDs( User => $Self->{UserLogin} ) ], OrderBy => $Self->{OrderBy}, SortBy => $Self->{SortBy}, CustomerUserID => $Self->{UserID}, but TicketSearch() routine has stopped to process 'CustomerID' in rev. 1.197, it is completely ignored for years ago. What I was actually trying to do when found this - I was trying to make work "My Company Tickets" feature. The intuitive way of setting "company" field to group borrowed from LDAP group: [ 'UserCustomerID', 'CustomerID', 'mail', 1, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'ou', 1, 1, 'var', '', 0 ], didn't work... -- Vadim Goncharov <vgoncharov(a)nic.ru> RU-Center NET Department http://www.nic.ru NET-SYS Group phone:+7(495)737-7646 (ext.4019)

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QueuePreferences
by Juan Manuel Clavero Almirón 28 Nov '12

28 Nov '12

Hi all, We want to add custom information about queues and I am testing to add it as Queue Preferences. I am using OTRS 3.1.8 I’ve done a silly script that adds a UserComment to a Queue (as in the API) and then retrieves this UserComment, as follows: $CommonObject{QueueObject}->QueuePreferencesSet( QueueID => 2, Key => 'UserComment', Value => 'some comment', UserID => $UserIDOfGenericAgent, ); my %QueueData = $CommonObject{QueueObject}->QueueGet( ID => 2, ); print Dumper(%QueueData); But the QueueData that I get doesn't have the UserComment. I've checked that the UserComment is in QueuePreferences table. So I've gone to Kernel/System/Queue/PreferencesDB.pm and seen that sub QueuePreferencesGet returns in "check if queue preferences are available". And it's right, I've seen in Sysadmin that my only entry as QueuePreferences is Ticket -> Frontend::Queue::Preferences -> QueuePreferences###Comment2, which is not enabled. So I enable this QueuePreferences###Comment2 and now I get the UserComment in QueueData! Now, my question: What's the point of QueuePreferences Config if it doesn't have any relationship with the actual Queue Preferences that I added? I mean, I can bypass the Config check, but I want to understand why it's there... Kind regards, Juan Clavero

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New status for the ACL
by Rafa Quiñonero Figuerola 28 Nov '12

28 Nov '12

Hi all! I'm wondering before trying it, so I can save some hours of work, is it possible to create a new state for the workflows that will be used after a ticket is closed? It would be a state like "archived" or "stored". The best thing would be if that is possible, if that's not possible, I've thought about open the ticket again, and use this new state as the last one before the closed status. What do you think about? Thank you very much. -- Rafa Quiñonero Figuerola Tlf: 01577-6805709 rafakorp(a)gmail.com

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Attachments on event notifications
by Rocco Tocci 14 Nov '12

14 Nov '12

Hi guys, I need to understand if is possible to attach files to e-mail for notifications of events (from the administration (event notification) do not think so) Any idea on how to do? Thank you very much Rocco -- 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.

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Different texts on separate vhosts
by Antek Jaworski 09 Nov '12

09 Nov '12

Good afternoon, I have one installation of OTRS with two different vhosts. This works fine with two skins. However, I want each of those vhosts to show a different welcome text on the customer-login. Is there a variable available to give me the vhost the user currently is logged on? E.g. "www.website.com". That way I can customize the tpl file with an If construction to show the right text. Kind regards, Antek

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HTML format in Notifcation Event
by Rocco Tocci 08 Nov '12

08 Nov '12

Hi Guys, I need help. A customer wants to receive at the close of the ticket an email in HTML format (to express satisfaction about the service provided) activating some link with the emoticons. We can put this kind of formatting in the text of the automatic notifications? Many thanks Rocco

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Timezones in OTRS
by Joop Boonen 08 Nov '12

08 Nov '12

Hi All, I wonder if it's possible to use time zone for example India that has a UTC+05:30 time. See: http://en.wikipedia.org/wiki/Time_zone#List_of_UTC_offsets Is Daylight saving time taken in account when a +/-* time is selected, or does this need to be handled manually? Is it possible to use zoneinfo like: Europe/Brussels, Asia/Calcutta, America/Los_Angeles ? How is this handled by other otrs users that have a branch in India and Europe and/or USA, with Daylight saving time? If this specific timezone option hasn't been implemented, do you know if/when it'll be implemented? Regards, Joop.

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