February 2013 - dev - OTRS mailing lists

Can't unsubscribe from list
by Christoph Sandhaus 05 Mar '13

05 Mar '13

Hi! I want to unsubscribe from this list. The button "Unsibscribe or edit options" on http://lists.otrs.org/cgi-bin/listinfo/dev seems not to work at all. Who can help? Best regards, Christoph

2 1

How to Delete Customer?
by Jignesh Kakka (jkakka) 26 Feb '13

26 Feb '13

Hi Team, As of now we only have an option to make customer invalid by setting Valid=0. Do we have any option to permanently delete the customer? If yes, then is are similar way for Services also? Thanks, Jignesh

7 15

Problems in Customer Update
by Jignesh Kakka (jkakka) 23 Feb '13

23 Feb '13

I am using following syntax as mentioned in dev.otrs.org to update Customer $CustomerUserObject->CustomerUserUpdate( Source => 'CustomerUser', # CustomerUser source config ID => 'mh' # current user login UserLogin => 'mhuber', # new user login UserFirstname => 'Huber', UserLastname => 'Manfred', UserPassword => 'some-pass', # not required UserEmail => 'email(a)example.com', ValidID => 1, UserID => 123, ); Unfortunately, I am not able to update customer. I would like to know the values that I should enter in these fields ID, and UserID Thanks, Jignesh

1 1

Why is Service Mandatory while creating ticket against for SLA?
by Jignesh Kakka (jkakka) 22 Feb '13

22 Feb '13

I am trying to create ticket against SLA. It complains that SLA is invalid field <ErrorCode>TicketCreate.InvalidParameter</ErrorCode> <ErrorMessage>TicketCreate: Ticket->SLAID or Ticket->SLA parameter is invalid!</ErrorMessage> Now when I ran this code after adding service, it created ticket Thanks, Jignesh

2 1

Rule for OldTicketData in EventHandler?
by Juan Manuel Clavero Almirón 22 Feb '13

22 Feb '13

Hi all, Is there any rule to guess which ticket events come with OldTicketData and which doesn’t? Is there any reason to prevent all events to carry this info? Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an Active Directory for Agents and Customers.

2 1

OTRS now on github
by Martin Gruner 21 Feb '13

21 Feb '13

Dear all, as some of you may have already noticed, the OTRS framework, documentation and some utility modules have been migrated to git. We have updated the usage instructions on the website and in the documentation. If you still find places with outdated information, please let us know. We also plan to migrate more modules in future. All git content is hosted on an internal server that requires a user login. The OpenSource content is automatically published on github (https://github.com/OTRS). There you can find all necessary instructions on how to checkout the sources, look at files and their history. There you can also montior all che changes that happen via RSS feeds and notification emails. The changes in git will no longer appear on the existing "cvs-log" mailing list. If you are interested, you can register on github, clone our public modules and send us the changes you make for inclusion in the main repositories via a so-called "Pull Request". This makes OTRS better visible for developers and makes it easier to contribute to the product. If you have any questions or issues regarding the git migration, please let me know. 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 Mehr als ein Help Desk-System – Prozess- und Kundenmanagement mit OTRS 3.2 – Jetzt Frühbucherrabatt sichern: http://www.otrs.com/de/loesungen/promotion/otrs-help-desk-32-special/

1 0

No ConfigObject in cleanup
by Juan Manuel Clavero Almirón 19 Feb '13

19 Feb '13

Hi all, We want to make a script that would change a ticket owner depending on some conditions. We have some requirements for the execution that force us to run directly from cron instead of as a Generic Agent task. The assignment is correctly done but it seems there are several problems after the execution: (in cleanup) Can't call method "FETCH" on an undefined value at /usr/lib/perl5/vendor_perl/5.8.8/Net/LDAP.pm line 247 during global destruction. (in cleanup) Got no ConfigObject! at /opt/otrs/Kernel/GenericInterface/Event/Handler.pm line 37 during global destruction. I'm no perl expert, so I don't really know what to do to solve this errors. Can anybody point me in the right direction to catch and solve these errors? Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an Active Directory for Agents and Customers.

2 1

Notification TAG for ITSM- Config Item
by Rocco Tocci 18 Feb '13

18 Feb '13

Good evening to all, can you tell me if there is the ability to retrieve some of the attributes of an asset attached to a ticket with the OTRS Notification Tags <OTRS_*>. I saw the link https://portal.otrs.com/otrs/customer.pl?Action = CustomerFAQZoom; ItemID = 70, but have not found anything about the CI. I would like to send, whith an automatic notification to a client, some data asset associated with the ticket. thanks Rocco -

2 1

Re: [dev] while creating ticket for RPC.pl , customer is not mandatory, but while creating ticket from nph-generic interface Customer is made mandatory
by Jignesh Kakka (jkakka) 18 Feb '13

18 Feb '13

Hi Carlos Rodriguez, I was going to use this approach but I am not sure if this will also remove the validation while creating ticket from UI. Thanks, Jignesh From: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org] On Behalf Of Carlos Rodríguez Sent: Monday, February 18, 2013 10:36 PM To: Development community of OTRS Subject: Re: [dev] while creating ticket for RPC.pl , customer is not mandatory, but while creating ticket from nph-generic intergace Customer is made mandatory Hi Jignesh, Im this case you need to customize the GI Ticket Operation TicketCreate to skip CustomerUser validation Kernel/GenericInterface/Operation/Ticket/TicketCreate.pm ((enjoy)) Carlos Rodríguez On Feb 18, 2013, at 10:56 AM, Jignesh Kakka (jkakka) <jkakka(a)cisco.com<mailto:jkakka@cisco.com>> wrote: Hi All, While creating a ticket using RPC.pl, I see that Customer is made as non-mandatory field, but the generic interface makes it mandatory. Also while creating tickets via UI, Customer is mandatory field. How do I make Customer as non-mandatory field at UI as well as at Generic Interface. Thanks, Jignesh _______________________________________________ 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

2 1

while creating ticket for RPC.pl , customer is not mandatory, but while creating ticket from nph-generic intergace Customer is made mandatory
by Jignesh Kakka (jkakka) 18 Feb '13

18 Feb '13

Hi All, While creating a ticket using RPC.pl, I see that Customer is made as non-mandatory field, but the generic interface makes it mandatory. Also while creating tickets via UI, Customer is mandatory field. How do I make Customer as non-mandatory field at UI as well as at Generic Interface. Thanks, Jignesh

2 1