March 2013 - dev - OTRS mailing lists

Info on Apache-Error.log
by Rocco Tocci 29 Mar '13

29 Mar '13

Hi guys, looking at the file Error.log of Apache I find this error cyclically *[Tue Mar 19 15:36:09 2013] -e: DBD::mysql::st fetchrow_array failed: fetch() without execute() at C:/PROGRA~1/OTRS/OTRS//Kernel/System/DB.pm line 616 Scalar leaked: 1* Do you know why? We have an OTRS 3.0.10 on Windows Server 2003 from about 6 months with 200 Tickets per day and we are having a gradual degradation in performance. Thanks Rocco

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Maintenance branch for OTRS 3.2 created
by Martin Gruner 27 Mar '13

27 Mar '13

Hi, we just created a maintenance branch "rel-3_2" for OTRS 3.2 in git. The "master" branch is now open for 3.3 development. Please note that all changes/bugfixes for 3.2 must be applied to the 3.2 AND the master branch - which is easy now with things like "git merge" and "git cherry-pick". 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/

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How can I add a new, computed, data field to Ticket?
by Bogdan Iosif 27 Mar '13

27 Mar '13

Hi list, I have a problem that I think can't be solved without writing some code. I would like some minimal guidance on how to do this in an elegant manner. I'll explain mainly the technical side of the problem but, if you are curious, you can also read the functional side at the end. Technical aspect: I need to have a ticket field (not dynamic, a field like TicketNumber, Queue, etc.) that exposes the ticket number as something other than a pure number. For example, I would like to have it as a string such as "Ticket# 2013032210000231". I also need this field to be technically identical with the TicketNumber field so that I can add it to Ticket::Frontend::CustomerTicketSearch###SearchCSVData in hope that it will show up in the search results exported to CSV from the customer interface. Can I do this as an extension to the existing OTRS code, that would be safe across future upgrades? If so, please point me towards an example that would help me understand how to do it. *Please* understand that I don't want to change any of the files that come with OTRS. Thanks, Bogdan Functional aspect: When the CSV file produced by the search function from the customer interface is opened in Excel, the column containing the TicketNumber will have its last digit truncated. This is because the column is detected as a number and, by default, it has 16 digits (e.g. 2013032210000231). Excel is limited to 15 digits for numbers so the last digit is truncated. Opening the CSV search results in Excel is critically important for our customers. They need to use the ticket number value from Excel and input it back in OTRS. Because Excel drops that last digit, this critically important usage pattern becomes impossible. In addition, because the column is interpreted as a large number, Excel obfuscates it by representing it scientifically (exponential notation). Ideally, the column should be understood as text so that they could copy it from Excel and paste it in their customer interface. However, because of how Excel's CSV import works, this is not possible. Explored solutions: - Change SystemID to a letter. It would solve the problem but, unfortunately, OTRS insists for the SystemID to be a number - Change SystemID to a single digit. It would solve the loss of information when importing in Excel but not the exponential notation inconvenience. It would also entail major database changes to update all ticket number and I'm uncomfortable doing it right now as I can't account for all the possible negative side-effects (will do it if all else fails though). - Create a new ticket number generator. Overkill for this problem. I prefer to fall back to the previous solution.

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Possible bug found, how do I proceed? Bug: Faulty handling of consecutive (double) spaces in CustomerID
by Bogdan Iosif 22 Mar '13

22 Mar '13

Hi list, I'm currently investigating an issue and I think I found a bug. I'm not experienced enough in Perl to know for sure I'm right. Can someone please confirm that I identified the cause of the problem correctly and, if so, adivce on what I should do next? Post in bugs.otrs.org ? Version: v3.1.10 Symptoms: - For some companies, the open ticket count is wrong when shown in AgentTicketZoom, Customer Information "widget". This information appears with a small icon and the text "Open tickets (#)", at the bottom of the aforementioned widget. # is supposed to show the number of tickets opened for current ticket's CustomerID (I know OTRS can also filter by ticket's customer user but I haven't enabled this). Investigation: - I enabled query logging on MySQL and saw that the value passed on the WHERE condition for CustomerID was wrong. This particular CustomerID contains multiple consecutive spaces. Instead of the correct value ("some company name - 12345"; notice it contains double spaces between the first three words) the WHERE condition had a faulty value, with the double spaces replaced with a single space ("some company name - 12345"). The result was 0 instead of the correct ticket count. - I saw in OTRS's sources that the faulty count is computed through a call to Kernel::System::TicketSearch > TicketSearch(), made from Kernel::Output::HTML::CustomerUserGenericTicket > Run() - In Kernel::System::TicketSearch > TicketSearch(), CustomerID's entry in WHERE is computed in a loop by calling Kernel::System::DB > QueryCondition(). In QueryCondition(), the value for the condition is processed by this code: # remove double spaces $Param{Value} =~ s/\s+/ /g; - At this point I strongly suspect this is the root cause of the problem. The value that gets injected in the SQL string's WHERE clause for CustomerID seems to go through a step that removes double spaces from this value that should've otherwise be used literally. - Obviously, the problem is not limited to just my scenario. TicketSearch is called from many other places and the WHERE clause for other ticket attributes is processed in the same way, with "Title" being the most likely to cause a similar problem in other places. - Simply declaring that CustomerID doesn't support double spaces would be a very bad "solution" because I need to integrate with other systems (non-OTRS) and can't dictate what the CustomerID should be. /bogdan

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Issues with Dynamic Fields
by Jignesh Kakka (jkakka) 20 Mar '13

20 Mar '13

While creating ticket, we pass Dynamic fields as name-value pair. But while getting ticket we receive dynamicFields as DynamicField_FieldName. Cant this behavior be changed to having Name Value pair even while getting the ticket. The reason wh I want in this way is , let's say if we add or remove a dynamic field from System, then it may not require code change if we maintain as name-value pair I was assuming that this may happen in OTRS 3.2 . But it also applies same logic while getting tickets Thanks, Jignesh

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ACL on FreeText
by Rocco Tocci 20 Mar '13

20 Mar '13

Hi guys, do you know if it is possible via ACL to be visible or not freetext? From what I've read it seems not? thanks Rocco

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Doubts about search
by Juan Manuel Clavero Almirón 19 Mar '13

19 Mar '13

Hi all, I'm confused about the way OTRS makes datetime searches in dynamic fields. I've created a ticket state called solved. I've created an event that sets a dynamic field called TicketSolvedTime to the current time when state is set to 'solved'. I want to search ticket solved MORE THAN 3 WEEKS ago (i.e. today is 2013/03/19, 3 weeks ago is 2013/02/26 [EPOCH ~1361893827], I want tickets solved from the beginning of time until 2013/02/26). I've set the ticket 40063 as 'DynamicField_TicketSolvedTime' => '2013-01-01 15:31:01' [EPOCH ~1357055427]. I've done the following script: for my $QueryWord (qw (GreaterThan SmallerThan)){ my %Query = ( Result => 'ARRAY', UserID => 1, DynamicField_TicketSolvedTime => { $QueryWord => $CommonObject{TimeObject}->SystemTime() - 1814400, # 3 weeks ago, weeks to seconds }, ); # search tickets my @TicketIDs = $CommonObject{TicketObject}->TicketSearch(%Query); print "$QueryWord: " . Dumper(@TicketIDs); } Which produces the following output: otrs@localhost:~$ SolvedTicket.pl GreaterThan: @TicketIDs = ( '40063' ); SmallerThan: @TicketIDs = (); I KNOW than TicketSolvedTime is smaller than 3 weeks ago (EPOCH), so I would expect the script to retrieve the ticket when TicketSolvedTime is SmallerThan 3 weeks ago. Instead, it retrieves the ticket when the condition is GreaterThan, which is not! Could you kindly explain to me what I'm missing? 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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Service e SLA mandatory
by Rocco Tocci 08 Mar '13

08 Mar '13

Hi guys, what to configure to make mandatory a selection of an item in the list of services and SLAs Thanks Rocco

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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

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Search in Customer Panel
by Rocco Tocci 05 Mar '13

05 Mar '13

Hi guys, I would like to customize the search page for customers panel (delete some fields of research), there is something in sysconfig? Or must change the code? thanks Rocco

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