April 2013 - dev - OTRS mailing lists

Owner First and Last name in CustomerTicketZoom.dtl
by Jan Řežab 22 Apr '13

22 Apr '13

Hi. How is possible add owner firstname and lastname into CustomerTicketZoom.dtl? I tried edit CustomerTicketZoom.pm, but without success. Thanks. Jan

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Savin an OTRS DTL file on LINUX
by Guillermo Alberto Rosas Pereira 10 Apr '13

10 Apr '13

This is my first implementation on Linux and I'm having some troubles... I've just edited the AgentTicketPhone.dtl but I can't save it... I guess its because the OTRS process are running (just a guess hehe). The file appears with a big lock on it. I'm using OTRS 3.1.7 with UBUNTU Linux Server. Can you guys help me out?? :) _______________________________________________ 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

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Problem with IE 10 on Richtext
by Rocco Tocci 09 Apr '13

09 Apr '13

Hi guys, we are using version 3.0.10 - ITSM 3.0.6 on Win 2003. When using IE Ver.10 the richtext format are not editable, you know if there a workaround. Unfortunately I can not update OTRS thanks Rocco

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Re: [dev] Full name of agents
by Juan Manuel Clavero Almirón 08 Apr '13

08 Apr '13

Hi Michiel, I'm afraid I ran the cowards race and chose to join last_name and second_last_name into Users.last_name in UserObject->UserAdd and UserObject->UserUpdate. This way I don't need to change lots of dtl files. What I would like to do? - Change all those «$QData{"UserFirstname"} $QData{"UserLastname"}» with «$QData{"UserFullname"}», - UserObject->GetUserData would use UserObject->UserName to create $User{'UserFullname'}, - UserObject->UserList would use UserObject->UserName to build the fullname of the elements of the list, - I would create a config option which would allow admins to define a UserFullnameTemplate using UserData fields (maybe several templates: short, long, last_name first, initials, et cetera). But I don't have time nor resources to do it properly. Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an Active Directory for Agents and Customers. -----Mensaje original----- Date: Sat, 6 Apr 2013 14:22:43 +0200 From: Michiel Beijen <michiel.beijen(a)gmail.com> Subject: Re: [dev] Full name of agents To: "Development community of OTRS. org" <dev(a)otrs.org> Message-ID: <CABD0r116z7mi1F8xw+UmgaxHkuOKbb04E-Y1X3rcWN5oHwrfmQ(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" Hi, This is an interesting issue. I had a similar problem. In The Netherlands people have a middle name sometimes: First name: Louis Middle name: van Last name: Gaal The middle name belongs to the last name, you would say "Mr Van Gaal" but some systems store the middle name in a separate field. This is even required for governmental systems. In that case you can get trouble mapping the names to OTRS. It would be the best I think to use the full name function you mentioned, where you can map all fields you want, to create a Full Name field and include it so you can use it in all the places we now have ?UserFirstname UserLastname?. What do you think? Mike Op 5 apr. 2013 13:13 schreef "Juan Manuel Clavero Almir?n" < juanm.clavero(a)ibsalut.es> het volgende: > Hi all, > > In several countries in the world (among them, Spain), people have a > first name (simple or compound) and _two_ family names (one for each parent)... > there are all sort of variations according to family tradition and > nobility, and lately due to different forms of family. > > Now I've been asked to customize OTRS agents to the spanish way: ldap > stores the information and I can retrieve and store it: firstname and > lastname in it usual place (DB->users) and second lastname and any > variation as user preference (DB->user_preferences). > > My problem is how to show it: UserObject->Username is easy to modify, > but is almost never used... and there are too many different places > where it's shown using $QData{"UserFirstname"} $QData{"UserLastname"} > > Anybody has done something similar? > > Kind regards, > Juan Clavero > > OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an Active > Directory for Agents and Customers. > > _______________________________________________ > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/dev/attachments/20130406/bdfc51c7/attachmen…>

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Full name of agents
by Juan Manuel Clavero Almirón 06 Apr '13

06 Apr '13

Hi all, In several countries in the world (among them, Spain), people have a first name (simple or compound) and _two_ family names (one for each parent)... there are all sort of variations according to family tradition and nobility, and lately due to different forms of family. Now I've been asked to customize OTRS agents to the spanish way: ldap stores the information and I can retrieve and store it: firstname and lastname in it usual place (DB->users) and second lastname and any variation as user preference (DB->user_preferences). My problem is how to show it: UserObject->Username is easy to modify, but is almost never used... and there are too many different places where it's shown using $QData{"UserFirstname"} $QData{"UserLastname"} Anybody has done something similar? 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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Critical bug
by Martin Gruner 03 Apr '13

03 Apr '13

Hi all, FYI: we had a bad regression in 3.2.4: http://bugs.otrs.org/show_bug.cgi?id=9307. It is currently possible to install packages from FTP which are only available for older framework versions. I reverted the offending commit, and will schedule a 3.2.5 release very soon. 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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PostgreSQL and OTRS Performance
by McMahon, Mike (HQP) 02 Apr '13

02 Apr '13

Howdy All, I'm trying to figure out some major performance issues I am having. It seems that in one of our queues we have about 50 tickets (not many) but for some reason when I try to bring up the status screen for this queue (as the tickets are all locked to their respective owners) it takes anywhere from 10-20 seconds to load this page. The system is a 2 proc 2.2GHz system with about 4GB of ram. It is running both apache2 and postgres and I've followed everything in the performance docs and done a lot of fine tuning on the postgres end. It doesn't make sense for everything to be as slow as it is! I tried the performance module and I'm failing the insert/update/delete/select tests miserably. =\ Please help!

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Changed required Perl version for OTRS 3.3
by Martin Gruner 02 Apr '13

02 Apr '13

Hi all, OTRS 3.3 will require at least Perl 5.10.0 to be installed (rather than 5.8.6). Here is a list of the changes / new language features in Perl 5.10 that can now be used in OTRS' code base: http://search.cpan.org/~rjbs/perl-5.16.3/pod/perl5100delta.pod <http://search.cpan.org/%7Erjbs/perl-5.16.3/pod/perl5100delta.pod> Personally I like the defined-or operator (// and //=) very much: http://search.cpan.org/~rjbs/perl-5.16.3/pod/perl5100delta.pod#Defined-or_o… <http://search.cpan.org/%7Erjbs/perl-5.16.3/pod/perl5100delta.pod#Defined-or…> 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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Get Sla by it's ID on AgentTicketZoom
by Pedro Teles Pereira 01 Apr '13

01 Apr '13

Hello all. After consulting the SLA and Ticket API ... i still can't manage to get the SLA info i need. Here is my scenario: I'm building a solution % reached that can be shown in AgentTicketZoom. If a given SLA has 300 minutes of SolutionTime and 1hour has passed ... 20% has now been reached. My issue is to get the SolutionTime (attribute from the SLA). I can't create an SLAObject or address the right one. If I do : my sla_id = $Ticket{SLAID} # I get the given sla id Now I want something like: $SLAGet->{SolutionTime} where this sla matches this sla_id so I can do the ratio %. Thanks in advance I'm Running 3.1 Pedro

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Create dynamic fields in product dropdown setting using otrs API
by Anup Kandalkar 01 Apr '13

01 Apr '13

Hi, I am trying to create dynamic field using otrs api, and i also find some methods to create with object "common_object" and method "SetDynamicFieldValue()", details below: *SetDynamicFieldValue()* sets the value of a dynamic field. my $Result = $CommonObject->SetDynamicFieldValue( Name => 'some name', # the name of the dynamic field Value => 'some value', # String or Integer or DateTime format TicketID => 123 ArticleID => 123 UserID => 123, ); But error is come object CommonObject not found.... If any other way using api, so please help me. Regards,Anup

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