August 2012 - dev - OTRS mailing lists

New menu module without modify AgentTicketActionCommon
by Juan Manuel Clavero Almirón 29 Aug '12

29 Aug '12

Hello, We want to add a new menu module "Classification". It would allow us to change type, service and several basic data from a ticket. We found confusing to have this information in "Priority", where we only want to have Impact and Priority. I wanted to use AgentTicketActionCommon, but not wanted to customize it. So I've added module and menu registration as AgentTicketClassify and copy most of AgentTicketPriority config options and renamed them as AgentTicketClassify. Then I copied AgentTicketPriority (.pm to Custom and .dtl to our skin) and renamed them as AgentTicketClassify. Everything works as desired except for the window title: the block HeaderAgentTicketClassify, wich should hold the window title, must be in AgentTicketActionCommon.dtl. If I write this block in AgentTicketClassify.dtl, it just writes the text before the header, as you can see in the Attachment Is there a way to correctly show the title which doesn't imply modify AgentTicketActionCommon nor redo it in AgentTicketClassify? Kind regards, Juan Clavero

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How to use JSON to fill a text field?
by Juan Manuel Clavero Almirón 27 Aug '12

27 Aug '12

Hi all, We are still using OTRS 3.0. I want to fill TicketFreeText5 (a text field) with the phone number of the building selected in TicketFreeText6 (a select with all our possible locations). In AgentTicketPhone.dtl, I’ve added (after dtl:block:TicketFreeText):  <script type="text/javascript">//<![CDATA[ $('#TicketFreeText6').bind('change', function (Event) { Core.AJAX.FormUpdate($('#NewPhoneTicket'), 'BuildingAJAXUpdate', 'TicketFreeText6', ['TicketFreeText5']); }); //]]></script>  In AgentTicketPhone.pm, I’ve added the Subaction 'BuildingAJAXUpdate'. It succesfully retrieves the phone number of the building, but fails when it has to response the AJAX call. I’ve tried two ways: - First, I tried using Layout->JSONEncode: $JSONContent = $Self->{LayoutObject}->JSONEncode( Data => { TicketFreeText5 => $BuildingData{Phone}, } ); - Second, I tried using Layout->BuildSelectionJSON (it isn’t a select field, but I’ve seen it used in such cases [although can’t remember where]): $JSONContent = $Self->{LayoutObject}->BuildSelectionJSON( [ { Name => 'TicketFreeText5', Data => $BuildingData{Phone}, SelectedID => $BuildingData{Phone}, }, ] ); Either way, the JSON string sent was {"TicketFreeText5":"3"}, being 3 the phone number. So I though everything was ok, but the web broser showed ‘TicketFreeText5’ instead of ‘3’ in the text field. Anybody can help me to correctly fill a text field using AJAX? Kind regards, Juan Clavero

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FAQ - Customer Panel
by Rocco Tocci 21 Aug '12

21 Aug '12

Hi, How to hide the items *FAQ* and *FAQ Search* in customer panel menu ? Tanks Rocco

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Re: [dev] FAQ - Customer Panel
by Juan Manuel Clavero Almirón 21 Aug '12

21 Aug '12

> Hi, > How to hide the items *FAQ* and *FAQ Search* in customer panel menu ? I think you should disable the modules in FAQ -> Frontend::Customer::ModuleRegistration > Tanks > Rocco Kind regards, Juan Clavero -----Mensaje original----- De: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] En nombre de dev-request(a)otrs.org Enviado el: martes, 21 de agosto de 2012 11:08 Para: dev(a)otrs.org Asunto: dev Digest, Vol 17, Issue 6 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. Deduping Functionality in OTRS (Sharan Kumar) 2. Re: Deduping Functionality in OTRS (Rafa Qui?onero Figuerola) 3. Re: Deduping Functionality in OTRS (David Boyes) 4. Re: Deduping Functionality in OTRS (Rafa Qui?onero Figuerola) 5. FAQ - Customer Panel (Rocco Tocci) 6. Re: FAQ - Customer Panel (Rafa Qui?onero Figuerola) ---------------------------------------------------------------------- Message: 1 Date: Mon, 20 Aug 2012 18:07:48 +0530 From: Sharan Kumar <sharannemani2005(a)gmail.com> Subject: [dev] Deduping Functionality in OTRS To: dev(a)otrs.org Message-ID: <CANdFpD=XaX1N-cpmcORbJXJn1nd5oHav5CHN-TQNpMW1kOF3JA(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Hi All, We use OTRS and nagios combination in our company. Nagios creates tickets whenever there is an alert. If the issue persists for a longer time, Nagios does a couple of checks after a specific period of time and it creates another ticket. My concern here is, a lot of duplicate tickets(similiar) tickets are getting created and this is happening for multiple issues resulting in huge volume of tickets, further increasing the operational load of closing them manually. I would like to know if there is a way to dedupe/update the first ticket itself after doing a recheck (or) is there a way to check if a ticket already exists, if yes udate the same else create a new ticket. Thanking you in Advance. Sharan -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/dev/attachments/20120820/be039b50/attachmen…> ------------------------------ Message: 2 Date: Mon, 20 Aug 2012 16:24:53 +0200 From: Rafa Qui?onero Figuerola <rafakorp(a)gmail.com> Subject: Re: [dev] Deduping Functionality in OTRS To: Development community of OTRS <dev(a)otrs.org> Message-ID: <CAPQQE+10ZiBQecrAmAkYsx3F6Co7z=QeTTVw0uWCv=uBdT=OWQ(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Take a look at this thread: https://otrsteam.ideascale.com/a/dtd/Prevent-multiple-tickets-being-created… 2012/8/20 Sharan Kumar <sharannemani2005(a)gmail.com> > Hi All, > > We use OTRS and nagios combination in our company. Nagios creates > tickets whenever there is an alert. If the issue persists for a longer > time, Nagios does a couple of checks after a specific period of time > and it creates another ticket. My concern here is, a lot of duplicate > tickets(similiar) tickets are getting created and this is happening > for multiple issues resulting in huge volume of tickets, further > increasing the operational load of closing them manually. I would like > to know if there is a way to dedupe/update the first ticket itself > after doing a recheck (or) is there a way to check if a ticket already > exists, if yes udate the same else create a new ticket. > > Thanking you in Advance. > > Sharan > > _______________________________________________ > 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 > -- Rafa Qui?onero Figuerola Tlf: 01577-6805709 rafakorp(a)gmail.com -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/dev/attachments/20120820/b23e4009/attachmen…> ------------------------------ Message: 3 Date: Mon, 20 Aug 2012 10:25:39 -0500 From: David Boyes <dboyes(a)sinenomine.net> Subject: Re: [dev] Deduping Functionality in OTRS To: Development community of OTRS <dev(a)otrs.org> Message-ID: <03FF351977A6114A9E3BC166D58E936D03A7FD2422(a)DFW1MBX18.mex07a.mlsrvr.com> Content-Type: text/plain; charset="us-ascii" Are you using the System Monitoring plugin? It does some amount of sanity checking about existing tickets. We use OTRS and nagios combination in our company. Nagios creates tickets whenever there is an alert. If the issue persists for a longer time, Nagios does a couple of checks after a specific period of time and it creates another ticket. My concern here is, a lot of duplicate tickets(similiar) tickets are getting created and this is happening for multiple issues resulting in huge volume of tickets, further increasing the operational load of closing them manually. I would like to know if there is a way to dedupe/update the first ticket itself after doing a recheck (or) is there a way to check if a ticket already exists, if yes udate the same else create a new ticket. Thanking you in Advance. Sharan -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/dev/attachments/20120820/d35cba66/attachmen…> ------------------------------ Message: 4 Date: Mon, 20 Aug 2012 17:37:10 +0200 From: Rafa Qui?onero Figuerola <rafakorp(a)gmail.com> Subject: Re: [dev] Deduping Functionality in OTRS To: Development community of OTRS <dev(a)otrs.org> Message-ID: <CAPQQE+0jr_pTMbX+=BczzTfpuTj8M=gxuSfvL27YHocVLbS6Sw(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" David Boyes is right. System Monitoring is the solution to use OTRS and Nagios together. You can find by searching it in the Package Manager. There's a pdf in the internet about how to configure it. 2012/8/20 David Boyes <dboyes(a)sinenomine.net> > Are you using the System Monitoring plugin? It does some amount of > sanity checking about existing tickets. **** > > ** ** > > ** ** > > We use OTRS and nagios combination in our company. Nagios creates > tickets whenever there is an alert. If the issue persists for a longer > time, Nagios does a couple of checks after a specific period of time > and it creates another ticket. My concern here is, a lot of duplicate > tickets(similiar) tickets are getting created and this is happening > for multiple issues resulting in huge volume of tickets, further > increasing the operational load of closing them manually. I would like > to know if there is a way to dedupe/update the first ticket itself > after doing a recheck (or) is there a way to check if a ticket already > exists, if yes udate the same else create a new ticket.**** > > ** ** > > Thanking you in Advance.**** > > ** ** > > Sharan**** > > _______________________________________________ > 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 > -- Rafa Qui?onero Figuerola Tlf: 01577-6805709 rafakorp(a)gmail.com -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/dev/attachments/20120820/af68cb0c/attachmen…> ------------------------------ Message: 5 Date: Tue, 21 Aug 2012 10:37:31 +0200 From: Rocco Tocci <rocco.tocci(a)tbsit.com> Subject: [dev] FAQ - Customer Panel To: dev(a)otrs.org Message-ID: <503348CB.8000708(a)tbsit.com> Content-Type: text/plain; charset="iso-8859-15"; Format="flowed" Hi, How to hide the items *FAQ* and *FAQ Search* in customer panel menu ? Tanks Rocco -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/dev/attachments/20120821/513d13c6/attachmen…> ------------------------------ Message: 6 Date: Tue, 21 Aug 2012 11:05:57 +0200 From: Rafa Qui?onero Figuerola <rafakorp(a)gmail.com> Subject: Re: [dev] FAQ - Customer Panel To: Development community of OTRS <dev(a)otrs.org> Message-ID: <CAPQQE+3nW1Y74Mgi_7UBm3=b6Q7j-c7m-MMQd2p3iCAe6GqoUQ(a)mail.gmail.com> Content-Type: text/plain; charset="iso-8859-1" Do you have KIX4OTRS plugin installed? 2012/8/21 Rocco Tocci <rocco.tocci(a)tbsit.com> > > Hi, > How to hide the items *FAQ* and *FAQ Search* in customer panel menu ? > > Tanks > Rocco > > _______________________________________________ > 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 > -- Rafa Qui?onero Figuerola Tlf: 01577-6805709 rafakorp(a)gmail.com -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/dev/attachments/20120821/73f50506/attachmen…> ------------------------------ _______________________________________________ dev mailing list dev(a)otrs.org http://lists.otrs.org/cgi-bin/listinfo/dev End of dev Digest, Vol 17, Issue 6 **********************************

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Deduping Functionality in OTRS
by Sharan Kumar 20 Aug '12

20 Aug '12

Hi All, We use OTRS and nagios combination in our company. Nagios creates tickets whenever there is an alert. If the issue persists for a longer time, Nagios does a couple of checks after a specific period of time and it creates another ticket. My concern here is, a lot of duplicate tickets(similiar) tickets are getting created and this is happening for multiple issues resulting in huge volume of tickets, further increasing the operational load of closing them manually. I would like to know if there is a way to dedupe/update the first ticket itself after doing a recheck (or) is there a way to check if a ticket already exists, if yes udate the same else create a new ticket. Thanking you in Advance. Sharan

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issue in integrating otrs to lemonldap-ng
by mohan maalagi 15 Aug '12

15 Aug '12

Hello Sir/madam, I have installed and configured Lemonldap-ng(http://lemonldap-ng.org/start) in Centos-6.2 and it supports single sign on for web applications. I have also installed OTRS-3.1.8 in the same system.Now i want to integrate the OTRS into lemonldap-ng, so that i can make use of single sign on feature. please give me the documentation or steps to do so..

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scattering of content - what's the deal with otterhub
by David Boyes 02 Aug '12

02 Aug '12

It seems like a lot of the developer discussions seems to be split between this list and this forum on otterhub. Is there some particularly good reason for that? It's a real PITA to have to check both locations, and I *vastly* prefer this list format (WWW-based forums are a total time-sink). Just curious to see if I'm the only one to think that.

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mapping a business process in OTRS
by Henning Heil 01 Aug '12

01 Aug '12

Hi all, I'm currently checking Google and OTRS docs to find out how a(ny) business process can be mapped into OTRS? It's not an IT process btw. 'First do this, then do that' - can that only be reached by defining different statuses in OTRS? Can a status be dependant on another? Thanks for any suggestions, contacts, links or whatsoever, Henning -- #i-worker IRC channel http://is.gd/utBpcU Direktzugang: Server 'irc.freenode.net' und Channel '#i-worker' http://www.h-quadrat.com Beratung ¤ Webentwicklung ¤ Hosting ¤ IT Services Delivery

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