November 2012 - dev - OTRS mailing lists

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.

1 0

problem: notification systems in OTRS interfering with each other (patch?)
by Vadim S. Goncharov 07 Nov '12

07 Nov '12

Hi, It appears that OTRS has 3 different mail notification systems which interact poorly with each other. I want to patch it, but don't know which way is better, for patch to be later accepted by upstream. Our company uses OTRS 3.0.10 (upgrade to 3.1.x scheduled in a month, but problem, as I can see, persists there, too). There are 3 different mail notification systems in OTRS: 1) customer auto-replies 2) Notification (e.g. ru::Agent::AddNote) 3) NotificationEvent We need the following behaviour: when one agent replies something to customer in a ticket via Web-interface - that is, 'SendAnswer' via 'AgentTicketCompose' page - then all agents subscribed to this queue must receive mail notification with that text. This is achieved through setting notification (one for each queue, we have more than a dozen) on event 'ArticleSend' with OTRS_AGENT_BODY to that queue supervisor role. This week, we needed to enable (previously disabled) customer auto-replies on the new ticket creation. Customer now happily gets their reply, but all agents on that queue now receive a letter consisting of a single '-' (actually, two identical messages, but that appears to be fixed in bug#7407 according to changelog - though one garbage msg will still be produced). As I dig through all that undocumented stuff, it appears that 'ArticleSend' triggers on every message sent, those sent as customer auto-replies, too. Now, it is the question, how we could achieve our goal by "the right way" ? E.g. a patch which is "architecturally right" and could be submitted to upstream. The problem is that we don't know exactly what events are available: they are neither described on AdminNotificationEvent page nor that list is complete - there are calls to EventHandlet in code which are not listed on this page (e.g. ArticleCustomerNotification, may be more). The other notification system, the plain AdminNotification page - also don't describe what exactly those notifications are. I had to dig to code to find out when Agent::AddNote fires precisely). Even than, comments in code say that customer notifications are obsoleted, I don't know, are plain AdminNotification ones, too?.. I see two possible ways to solve our problem: 1. Register new event SendAnswer, add to AgentTicketCompose page and to list of events. This is probably the right way. 2. Make new "plain" agent notification e.g. ru::Agent::SendAnswer and process it in Kernel/System/Ticket/Article.pm along with others, like AddNote and FollowUp. This way looks promising in the sense that agent could disable some of the notifications. I've found an undocumented feature added in rev. 1.85 at April 2005, here: if ( $UserData{UserSendFollowUpNotification} && $UserData{UserSendFollowUpNotification} == 2 && ... So i went to ''Ticket -> Frontend::Agent::Preferences'' and added under ''PreferencesGroups###FollowUpNotify'' a new value under ''Data'', to be 0/1/2==None/Mine/All instead of 0/1==No/Yes. This is for FollowUp only, as I discovered a little later, but the same setting could be used for possible future 'SendAnswer' notification. There easily may be third way, as I don't understand entire system, because developer book lacks very many info and thus don't help much. Please help. -- Vadim Goncharov <vgoncharov(a)nic.ru> RU-Center NET Department http://www.nic.ru NET-SYS Group phone:+7(495)737-7646 (ext.4019)

1 0

Group-Member Permission Method
by Anup Kandalkar 07 Nov '12

07 Nov '12

Hi All, I am working with number of otrs api, now i want to find all permission related group-member using api, but not able to find it with proper way. I have used these methods: "Method=GroupMemberList" "Method=GroupGroupMemberList" "Method=GroupMemberInvolvedList" "Method=GroupMemberAdd" But not getting proper permission values. any ideas please help me. Thanks& Regards, Anup

1 0

Re: [dev] Unicode sorting
by Juan Manuel Clavero Almirón 06 Nov '12

06 Nov '12

in perlop documentation (http://perldoc.perl.org/perlop.html) Binary "cmp" returns -1, 0, or 1 depending on whether the left argument is stringwise less than, equal to, or greater than the right argument. "lt", "le", "ge", "gt" and "cmp" use the collation (sort) order specified by the current locale if a legacy use locale (but not use locale ':not_characters' ) is in effect. See perllocale. Do not mix these with Unicode, only with legacy binary encodings. The standard Unicode::Collate and Unicode::Collate::Locale modules offer much more powerful solutions to collation issues. What I understand from here is that if it finds a "use locale", it will try and sort binary strings with the locale indicated. Otherwise, it will use a default locale. But it won't do Unicode sorting. For unicode sorting, you need Unicode::Collate. Our main concern was that default sorting would separate accented letters (e.g., 'a' and 'á', 'u' and 'ü', etc.) which is really confusing for our users, although our system's locale is 'es_ES.UTF-8' in every line of 'locale' output. Kind regards, Juan Clavero -----Mensaje original----- Date: Mon, 05 Nov 2012 15:03:30 +0100 From: Martin Gruner <martin.gruner(a)otrs.com> Subject: Re: [dev] Unicode sorting To: Development community of OTRS <dev(a)otrs.org> Message-ID: <5097C732.2040907(a)otrs.com> Content-Type: text/plain; charset=windows-1252 Hi Juan, AFAIR, Perl uses the locale data from your system environment, also for the cmp operator. So you can tweak that to get a different sorting for your system. Database based sorts use the database's locales/collation data. Regards, mg Am 30.10.12 09:31, schrieb Juan Manuel Clavero Almir?n: > 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 > > _______________________________________________ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev > -- Martin Gruner Senior 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/ Gesch?ftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: Andr? Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel It's raining... OTRS Feature Add-Ons! Bis zu 10 kostenlose OTRS Feature Add-Ons und professionellen Hersteller-Support ? Werden Sie jetzt Service-Subscription-Kunde!

1 0

Re: [dev] dev Digest, Vol 20, Issue 4
by Koppelmeier, Thorsten 06 Nov '12

06 Nov '12

Hi This it is related to the cache. When I didn´t delete it with the script all works fine, until the cronjob does it. I have found out that something was wrong with my sysconfig settings. But I don´t know what exactly... Regards -----Ursprüngliche Nachricht----- Von: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] Im Auftrag von dev-request(a)otrs.org Gesendet: Dienstag, 6. November 2012 13:00 An: dev(a)otrs.org Betreff: dev Digest, Vol 20, Issue 4 Send dev mailing list submissions to dev(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/dev or, via email, send a message with subject or body 'help' to dev-request(a)otrs.org You can reach the person managing the list at dev-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of dev digest..." Today's Topics: 1. Re: Cache problem (Martin Gruner) 2. Re: ACL - How do they work? (Martin Gruner) 3. Re: Unicode sorting (Martin Gruner) 4. Re: order by and sort by ticket search generic interface (Carlos Rodr?guez) ---------------------------------------------------------------------- Message: 1 Date: Mon, 05 Nov 2012 14:59:50 +0100 From: Martin Gruner <martin.gruner(a)otrs.com> Subject: Re: [dev] Cache problem To: Development community of OTRS <dev(a)otrs.org> Message-ID: <5097C656.20403(a)otrs.com> Content-Type: text/plain; charset="iso-8859-1" Hi Thorsten, do you think this is related to the cache? You can delete all cache entries with bin/otrs.DeleteCache.pl. Regards, mg Am 05.11.12 09:37, schrieb Koppelmeier, Thorsten: > > Hello all, > > > > I have a big problem with the cache in OTRS. > > > > All Tickets are shown under the point OPEN in the Ticket Status view > since I upgraded to 3.1.11. > > Have anyone the same problem and/or a solution for me? > > > > Thanks for your help > > > > Regards > > Thorsten > > > > > ________________________________________ > Diese E-Mail kann vertrauliche und/oder rechtlich geschuetzte > Informationen enthalten. Wenn Sie nicht der richtige Adressat sind > oder diese E-Mail irrtuemlich erhalten haben, informieren Sie bitte > sofort den Absender und vernichten Sie diese Mail. Das unerlaubte > Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. > > This e-mail may contain confidential and/or privileged information. If > you are not the intended recipient (or have received this e-mail in > error) please notify the sender immediately and destroy this e-mail. > Any unauthorized copying, disclosure or distribution of the material > in this e-mail is strictly forbidden. > ________________________________________ > > > _______________________________________________ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Senior 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/ Gesch?ftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: Andr? Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel It's raining... OTRS Feature Add-Ons! Bis zu 10 kostenlose OTRS Feature Add-Ons und professionellen Hersteller-Support -- Werden Sie jetzt Service-Subscription-Kunde!

1 0

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

Cache problem
by Koppelmeier, Thorsten 05 Nov '12

05 Nov '12

Hello all, I have a big problem with the cache in OTRS. All Tickets are shown under the point OPEN in the Ticket Status view since I upgraded to 3.1.11. Have anyone the same problem and/or a solution for me? Thanks for your help Regards Thorsten ________________________________________ Diese E-Mail kann vertrauliche und/oder rechtlich geschuetzte Informationen enthalten. Wenn Sie nicht der richtige Adressat sind oder diese E-Mail irrtuemlich erhalten haben, informieren Sie bitte sofort den Absender und vernichten Sie diese Mail. Das unerlaubte Kopieren sowie die unbefugte Weitergabe dieser Mail ist nicht gestattet. This e-mail may contain confidential and/or privileged information. If you are not the intended recipient (or have received this e-mail in error) please notify the sender immediately and destroy this e-mail. Any unauthorized copying, disclosure or distribution of the material in this e-mail is strictly forbidden. ________________________________________

2 1

need help
by Leejo Puravathan 02 Nov '12

02 Nov '12

Hi Please find the error and do help me. " kernel::Modules::CustomerTicketOverView not registered in Kernel/Config.pm! + windows " Actually I was trying to post the data on the and get login Regards Leejo Xavier

2 1