May 2012 - dev - OTRS mailing lists

Re: [dev] Example of Ticket::CustomModule###001-CustomModule Usage
by Hugh Kelley 30 May '12

30 May '12

I posted this to the OTRS user list initially, but maybe the dev list is a better fit. I'm planning to customize our ticket escalation criteria a bit. This sysconfig setting looks like exactly what I want. Ticket::CustomModule###001-CustomModule I'm trying to adapt some of examples here, but my code is being bypassed (though I see the setting in sysconfig). Does anybody have a working example? http://doc.otrs.org/developer/3.0/en/html/how-to-extend.html Hugh

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encoding problem retreving from DB
by Juan Manuel Clavero Almirón 30 May '12

30 May '12

Hi all, In our OTRS-3.0 system, the bosses wanted some extra states, so they entered them through the SysAdmin interface… in Spanish, with special characters. Then they asked me to made a modification in AgentTicketZoom that it would show a special box if the state was a specific one, something like an alert. I added these lines to the module and it worked ok: $SpecialState = $Self->{StateObject}->StateLookup( State => 'pendiente de aprobación', ); The file was in UTF-8 without BOM encoding . Now I’m testing to upgrade the system to OTRS-3.1.5 and I’ve found that the same line fails in the new system: [Error][Kernel::System::State::StateLookup][585] No State for pendiente de aprobaciÃ³n found! It’s obviously an encoding problem. And it works if a change AgentTicketZoom.pm encoding to ANSI! Where may be the problem? I think the DB is working in UTF-8 Kind regards, Juan Clavero Almirón

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Re: [dev] Migrating free text 3.0 to dynamic fields 3.1
by Juan Manuel Clavero Almirón 29 May '12

29 May '12

Hi all, I'm afraid I asked after reading the code, but before really trying it. My first attempt was on a freshly installed test-environment OTRS-3.1.5. I dumped my dev-OTRS-3.0 ticket data in this 3.1-dev and THEN made the upgrade as explained in UPGRADING, step 8. And it didn't go well, of course. Now I've duplicated my dev-OTRS-3.0 and upgraded it to OTRS-3.1.5, as explained, and it worked seamlessly: all my freetext are there, even the 200 options of one of them, and they are visible in the same windows as they were before. So, here's an apology for asking beforehand and a gratitude to all OTRS developers for such a well-done task Juan Clavero ---------------------------------------------------------------------- | | Date: Thu, 17 May 2012 07:41:49 -0500 | From: Carlos Rodr?guez <carlos.rodriguez(a)otrs.com> | Subject: Re: [dev] Migrating free text 3.0 to dynamic fields 3.1 | To: Development community of OTRS <dev(a)otrs.org> | Message-ID: <5D57F2C4-25CA-4FB6-A68E-5C448E6E7417(a)otrs.com> | Content-Type: text/plain; charset="windows-1252" | | Hi Juan Manuel, | | The DBUpdate-to-3.1.pl script is designed to take ALL the free fields from ticket and article and transform them into Dynamic Fields, so if the fields you have for Building and Location are standard otrs free fields (e.g. TicketFreeText2, TicketFreeText15, etc) they will be converted (including their values)... That's the main idea of this script ;-) | | If the fields are not standard otrs free fields (I mean if you have customized the screens and add columns to the database to have something like TicketFreeText17 or TicketFreeText32) for sure the script will not migrate this kind of customizations. | | Please notice that the configuration of the Dynamic Fields is different from the Free Fields, while the screen configuration (to display or hide Dynamic Fields per screen) is still in the sysconfig (and should be also migrated with the script), the Dynamic Field configuration is in a separated screen in the Admin Panel, with this new screen you can manage your fields, you can add or edit fields. | | If your fields are defined as dropdown (a list of predefined values) you can choose in the field configuration if you want to translate the values or not, otherwise if the fields are defined just as input boxes (Dynamic Field type: Text) the values are not translated. | | Also notice that if the script detects that an old free field is not in use it will mark it as disabled Dynamic Field, but the rest of migration process will be the same. | | I hope this clarify your questions. | | While we have been testing the upgrade process and the particularly the script , I still recommend to backup the database before the upgrade and/or first migrate a test system before touching the production instance. | | ((enjoy)) | | Carlos Rodr?guez | | | | | On May 17, 2012, at 3:19 AM, Juan Manuel Clavero Almir?n wrote: | | > Hi all, | > although OTRS 3.1 has been out for some time, I?ve started looking into it this week, in order to safe upgrade our systems. | > Currently, we are using 2 freetext fields to store the current location of the customer: one for the building and the other for the location inside this building. Our buildings have names in our local language and there?s no point in translating them. | > I?ve seen there is the script scripts/DBUpdate-to-3.1.pl, which moves the freetext stored in ticket table to dynamic field values. But it seems to me that it will only move the free text fields that OTRS uses (i.e. Decision Result and Due Date). | > Am I right? | > If so, Would it be difficult to grab the free text config in 3.0 and insert into dynamic fields in 3.1? | > | > Kind regards, | > Juan Clavero Almir?n | > | > _______________________________________________ | > 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 |

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Re: [dev] How to find the link btw ticket and dynamic_field value ?
by Juan Manuel Clavero Almirón 29 May '12

29 May '12

Hi Stefano, I think the info you are looking for is in the dynamic_field_value table. The object_id field may be an article or a ticket, depending on the dynamic_field pointed in the dynamic_id field Hope it helps Kind regards, Juan Clavero Almirón ---------------------------------------------------------------------- | Date: Fri, 25 May 2012 15:07:29 +0200 | From: Stefano Boccanera <sboccanera(a)gmail.com> | Subject: [dev] : How to find the link btw ticket and dynamic_field | value ? | To: developer list OTRS <dev(a)otrs.org> | Message-ID: | <CAHMQiK5nQcN10_8+vkH=jNqp_E0k1q849fLcAJS3o4cUnj3z+g(a)mail.gmail.com> | Content-Type: text/plain; charset="utf-8" | | Hi | I migrated from otrs 3.0.9 to 3.1.5. | All sounds fine, after I migrated the DB (postgres 8.4), but I didn't find how the ticket are linked to the dynamic fields created. | | This information are vital for me, because I have many automated reports using specific sql select. | | So before to migrate the production installation I have to modify any select to output the right informations. | | I just saw to the OTRSDatabaseDiagram.png, but no link relation is depicted btw ticket and dynamic_field or dynamic_field_value tables. | | I suspect, after a very brief cross analysis, that object_id column into dynamic_field_value table contains the ticket id reference, but an extensive check is a very time consuming job. | | So anyone can help me on this information? | | best regards | | -- | * | Stefano Boccanera* |

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Localized and stripped return value of FetchrowArray?
by Michael Scheer 25 May '12

25 May '12

Hi, the following SQL query returns (ceate_time) e.g. "2012-05-22 11:26:39" - in the SQL query box for instance. [Kernel/System/Ticket.pm in OTRS 3.1.5] 2535 return if !$Self->{DBObject}->Prepare( 2536 SQL => 'SELECT article_sender_type_id, article_type_id, create_time FROM ' 2537 . 'article WHERE ticket_id = ? ORDER BY create_time ASC', 2538 Bind => [ \$Param{TicketID} ], 2539 ); BUT in the RowArray $Row[2] is "22.05.2012" - it's lacking the time and has german time format. 2433 while ( my @Row = $Self->{DBObject}->FetchrowArray() ) { push @SenderHistory, { SenderTypeID => $Row[0], ArticleTypeID => $Row[1], Created => $Row[2], Result is, other internal time functions get an invalid format as an input and return zero. Therefore, in case of tickets, which haven't been manually touched by agents (tickets via mailin) escalation time is wrongly calculated. This applies for OTRS 3.1.5 still. I wanted to fix it, but could do this only with a rather dirty hack because of my FetchRowarray() problems. TIA Michael

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: How to find the link btw ticket and dynamic_field value ?
by Stefano Boccanera 25 May '12

25 May '12

Hi I migrated from otrs 3.0.9 to 3.1.5. All sounds fine, after I migrated the DB (postgres 8.4), but I didn't find how the ticket are linked to the dynamic fields created. This information are vital for me, because I have many automated reports using specific sql select. So before to migrate the production installation I have to modify any select to output the right informations. I just saw to the OTRSDatabaseDiagram.png, but no link relation is depicted btw ticket and dynamic_field or dynamic_field_value tables. I suspect, after a very brief cross analysis, that object_id column into dynamic_field_value table contains the ticket id reference, but an extensive check is a very time consuming job. So anyone can help me on this information? best regards -- * Stefano Boccanera*

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Migrating free text 3.0 to dynamic fields 3.1
by Juan Manuel Clavero Almirón 17 May '12

17 May '12

Hi all, although OTRS 3.1 has been out for some time, I’ve started looking into it this week, in order to safe upgrade our systems. Currently, we are using 2 freetext fields to store the current location of the customer: one for the building and the other for the location inside this building. Our buildings have names in our local language and there’s no point in translating them. I’ve seen there is the script scripts/DBUpdate-to-3.1.pl, which moves the freetext stored in ticket table to dynamic field values. But it seems to me that it will only move the free text fields that OTRS uses (i.e. Decision Result and Due Date). Am I right? If so, Would it be difficult to grab the free text config in 3.0 and insert into dynamic fields in 3.1? Kind regards, Juan Clavero Almirón

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