January 2013 - dev - OTRS mailing lists

Test migration to git
by Martin Gruner 14 Feb '13

14 Feb '13

Dear all, as we are preparing to migrate the source code of the OTRS framework (as a first step) to git, I have setup a test repository at https://github.com/mgruner/otrs-gitimport-test. It contains the OTRS source code of a few weeks ago as my current migration routine processed it, including full history, all branches and tags. I would be glad about feedback, especially errors in the migration that you may spot. The only issue that I currently know of is that the date format in the keyword expansion is different now, it used to be YYYY/MM/DD in older CVS and is now YYYY-MM-DD. I'm willing to buy that, if it is the only thing. Best regards, mg -- 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/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André 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!

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perldoc MasterSlave
by Juan Manuel Clavero Almirón 30 Jan '13

30 Jan '13

Hi all, Perldoc of Kernel/System/MasterSlave.pm states: Kernel::System::MasterSlave - to handle all ticket master slave tasks ... SYNOPSIS All functions to handle ticket master slave tasks ... PUBLIC INTERFACE new() create an object use Kernel::System::LinkObject; my $LinkObject = Kernel::System::LinkObject->new( ConfigObject => $ConfigObject, LogObject => $LogObject, DBObject => $DBObject, TimeObject => $TimeObject, MainObject => $MainObject, EncodeObject => $EncodeObject, ); Is it a typo or do I really need to create a LinkObject in order to use MasterSlave functionality? Should I do $LinkObject->MasterSlave() or MasterSlaveObject->MasterSlave()? Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an Active Directory for Agents and Customers.

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ticket type driving dynamic fields
by McMahon, Mike (HQP) 29 Jan '13

29 Jan '13

All, Is there a way with a bit of configuration/coding to setup the system so that certain fields are required in certain instances? Let's say that the average user is just going to send us an email to establish a ticket in the system, for whatever their reason may be (system down, issue trying to do a process...etc). HOWEVER occasionally we have the need for a more advanced user to come into the system and submit a ticket that is more of an enhancement request. Our intake process already has a list of dynamic fields defined that are required to be entered by either the support agent or the customer; however, if an enhancement request comes in (Ticket Type Enhancement Request) an entirely different set of fields and values are required. Is there a way to configure the system so that only certain fields are required in this instance? Or is there a better way to handle these requests in OTRS? Best Regards, Mike Mike McMahon | protiviti | Robert Half International | Software Engineer II | Direct: 925-913-2124 | Shoretel: x 82124

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Info on Search in Customer Panel
by Rocco Tocci 25 Jan '13

25 Jan '13

Hi guys, help me to understand how to manage the parameter Ticket::Frontend::CustomerTicketSearch###ExtendedSearchCondition Help contains information on: *Allows extended search conditions in ticket search of the customer interface. With this feature you can search w. g. with this kind of conditions like "(key1 && key2)" or "(key1 | | key2).* But where imposed the keys? Thanks Rocco

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AgentTicketPrint to send an email
by Juan Manuel Clavero Almirón 23 Jan '13

23 Jan '13

Hi all, We want to send an email when there is an update in Dynamic Field called "External". This email should have as much info as possible. I've succesfully created an event listener that gets called upon TicketDynamicFieldUpdate_External. I was thinking that a perfect body for this email would be the output of AgentTicketPrint, but: 1. Default system print is to PDF, and there seems to be no param to modifi AgentTicketPrint to output HTML; 2. As my module is an event listener, it seems it doesn't receive the LayoutObject and cannot create a new one, so I cannot use AgentTicketPrint.dtl nor any other Layout functionality. Anyone has any clue as to how I could create a perfect email body using already existing OTRS modules? Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL] connected to an Active Directory for Agents and Customers.

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document.compose.Body.value won't be updated on text input (OTRS 2.4.9)
by Obee, Daniel 15 Jan '13

15 Jan '13

Hi all, we're currently running 2.4.9 with RichText enabled. I'm trying to block email sending if a mail contains placeholders (XXX). Therefor I tried to modify the function submit_compose in the AgentTicketCompose.dtl. function submit_compose() { var reg = /(xxx|XXX)/ ; [snip] else if ( reg.test(document.compose.Body.value) == true ) { alert('$JSText{"There are still placeholders to be filled out!"}'); document.compose.Body.focus(); return false; } [snip] The RegEx works and if the text is found I get the alert. Unfortunately it seems the document.compose.Body.value is not updated when I alter the text in the RichText editor. Reading out the variable I continue to get the original body instead of the current content of the editor field. Any ideas? Greets & thanks Daniel

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Rpc Error
by Rocco Tocci 09 Jan '13

09 Jan '13

Hi guys I need your help: I'm trying to create the ticket by RPC on a Win 2003 server with OTRS 3.0.10. The client PC (Win XP) has installed the same version of OTRS (3.0.10). I bring you the test script (just create the TicketNumer) */ #!/usr/bin/perl use SOAP::Lite; my $User = 'some_user'; my $Pw = 'some_pass'; my $otrs = new SOAP::Lite(proxy => 'http://10.80.250.25/otrs/rpc.pl', uri => 'http://10.80.250.25/Core'); #SOAP message my $som; # create a new ticket number $som = $otrs->Dispatch($User, $Pw, 'TicketObject','TicketCreateNumber'); die $som->fault->{faultstring} if $som->fault; my $TicketNumber = $som->result; print "RPC: New Ticketnumer created: ".$TicketNumber."\n";/* Case 1) when I run the script from Win XP to Win 2003 OTRS 3.0.10 I get the following error. /*Application failed during request deserialization: no element found at line 1, column 0, byte -1 at C:/Program Files/OTRS/StrawberryPerl/perl/vendor/lib/XML/Parser.pm line 187*/ In the log of OTRS is not drawn anything even if I provide an incorrect password, so I think that does not come to invoke the module rpc.pl on the server. Case 2) When I run the script from Win XP to Win 2003 with an OTRS 3.1.9 /*everything works OK*/ I probed the installation of perl modules SOAP and all ok I examined the link http://lists.otrs.org/pipermail/otrs/2009-November/029314.html about the same problem but is not solved. Obviously I can not update the server to 3.1.9 because the server is in production and migration is planned soon. I'm sure there 's something that escapes me and I can not understand. Can anyone help me? thanks -- 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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