June 2012 - dev - OTRS mailing lists

[OTRS 3.0.11] TicketFreeText in CustomViewZoom
by Rafa Quiñonero Figuerola 28 Jun '12

28 Jun '12

Hi all the community and thanks for your help, I'm breaking my head trying to show some freetextfields in the customer zoom view to answer to agents. I've read in forums that it's not possible to add fields to input new data, but just to read data. Is that true? Is there any way to put new fields in the customer zoom view and add this new data within the old ticket data? If it's not possible, either with development, which is the reason for that? Thank you very much, it is very important for me to achieve that. Kind Regards, -- Rafa Quiñonero Figuerola Tlf: 01577-6805709 rafakorp(a)gmail.com

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UTF8 characters in Article Body in TicketGet Response
by Juan Manuel Clavero Almirón 22 Jun '12

22 Jun '12

Hi all, I’m learning how to use Web Services in OTRS. One function that we may need is Get ticket info WITH all articles. So I’ve managed to create a new web service with Ticket::TicketGet controller. I’ve succesfully got basic ticket data (queue, type and such). But, when I add “<AllArticles>1</AllArticles>” to the request, I get the following error: not well-formed (invalid token) at line 1, column 2328, byte 2328 at C:/strawberry/perl/vendor/lib/XML/Parser.pm line 187 because there are some accented characters in the body of one of the articles. Both xml request and response start with <?xml version="1.0" encoding="UTF-8"?> I’ve made a small change in Kernel/GenericInterface/Operation/Ticket/TicketGet.pm to encode in base64 article subject and body, because they may be written in spanish. Isn’t OTRS working in utf8? Shouldn’t the body and subject already be in utf8? Kind regards, Juan Clavero

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Modified OTRS 3.1.3 for non-clickable areas in ticket/status overview
by Krzysztof Hajdamowicz 21 Jun '12

21 Jun '12

Hi all, I'm attaching a patch for OTRS 3.1.3 what fixes annoying "features" in OTRS 3.1.3 (it's our production version). in index.pl?Action=AgentTicketStatusView and index.pl?Action=AgentTicketQueue there are annoying things: 1) Area around checkbox is clickable and redirects to ticket page 2) Area around Ticket# is clickable and redirects to ticket page 3) From/Subject fields are too short to show Nagios e-mail subject So we've fixed it and now: 1) Area around checkbox is clickable and checks the checkbox 2) Area around Ticket# is clickable and selects Ticket# 3) From/Subject fields are now long enough to handle Nagios info These changes drastically increases usability of OTRS -- Cheers, Krzysztof Hajdamowicz System Administrator IMAGIN IT http://imagin.com.pl

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hierarchy of tickets
by Soporte Informatica PGJE 20 Jun '12

20 Jun '12

Hi everyone, OTRS: 3.1.2 Problem: I need to classify tickets using a hierarchical tree and have statistics on the number of tickets in each level tree. PROPOSED SOLUTION: 1. I have a very functional implementation with multi ID for customers, the problem here is that the stat module only find specific IDS, but does not search the customers_ids field. in this context as I can show the tickets assigned to an ID and tickets hierarchically below the? 2. I have dynamic fields of each hierarchical level, I want to create a relationship herarquical including Choosing a level and sublevel only in its child nodes are displayed. I can create this relationship as? Where i can ER diagram of Database otrs? Can I to use mysql workbench for this? regards -- Martin Edmundo

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Edit PDF stats
by Soporte Informatica PGJE 20 Jun '12

20 Jun '12

Hi everybody, I have OTRS 3.1.2 I wanna show only names from agent and customers without ID in my PDF stat. I thing that with a view en my database in a relationship between ticket, customers and agents tables, but i didnt know the way. How i can do only show Names winthout IDS from Customers and Agent/Owner in TicketList and TicketAcomulation Stats? Wich the correct and easy way? My stats today: https://dl.dropbox.com/u/6443236/otrs/Ticket%20List.pdf https://dl.dropbox.com/u/6443236/otrs/Tickets%20Acomulations.pdf Regards from Mexico :) -- Martin Edmundo

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OTRS Api functions
by Stefan Priebe - Profihost AG 06 Jun '12

06 Jun '12

Hi list, right now we're using OTRS 2.4 and we do a lot of stuff directly with the otrs DB. As this is not the right way i want to change this while migrating to OTRS 3.1. I started to use the nph-genericinterface but i struggled upon the following questions / problems: 1.) Your example perl Script uses this code: # create a SOAP::Lite data structure from the provided XML data structure. my $SOAPData = SOAP::Data ->type( 'xml' => $XMLData ); Sadly in this case the XMLData has already to be correctly encoded and so on? How to create XML without caring about correct encoding? (& => & ...) 2.) I need the following functions but it seems that they don't exist: - get ticket time for cust no. $a from $b to $c ($b/$c => date) 3.) Get internal OTRS ticket id for ticket no: $y Greets and thanks Stefan

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