May 2013 - dev - OTRS mailing lists

OTRS response on iPad
by Jan Řežab 31 May '13

31 May '13

Hi all. I have problem with OTRS 3.2.2 in agent interface on iPad (iPhone) with Safari (and Chrome too). When I click on empty answer, Safari (Chrome too) freeze. I don't have any idea how debuge it. Can you help me? Thanks in advance Jan

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James Crawford 5968 is out of the office.
by james.crawford.5968＠northumbria.pnn.police.uk 27 May '13

27 May '13

I will be out of the office starting 27/05/2013 and will not return until 29/05/2013. I will respond to your message when I return. If your email is urgent, please contact the ICT Helpline on x69966 (01661 869966) or Stu Solan (9153) x49350 (0191 2956850). NORTHUMBRIA POLICE PRIVACY AND CONFIDENTIALITY NOTICE The information contained in this message and any attachment(s) is confidential and intended only for the attention of the named organisation or individual to whom it is addressed. The message may contain information that is covered by legal, professional or other privilege. No mistake in transmission is intended to waive or compromise any such privilege. This message has been sent over public networks and the sender cannot be held responsible for its integrity. If you are not the intended recipient be aware that any disclosure, copying, distribution or action taken in reliance of the information contained herein is strictly prohibited, and is contrary to the provisions of the Copyright Designs and Patents Act, 1988 and of the Data Protection Act, 1998. Any views expressed are those of the sender and, unless specifically stated, do not necessarily represent the view of Northumbria Police. We cannot accept any liability for any loss or damage sustained as a result of software viruses. It is your responsibility to carry out such virus checking as is necessary. If you have received this message in error, please notify the sender by e-mail at once and delete the message immediately. For more information about Northumbria Police please visit our website - http://www.northumbria.police.uk

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MenuModule in Main-MenuBar
by Josef1 Penzkofer 21 May '13

21 May '13

Hello developer-community, I would like to insert another Module - called "Quick-Tickets", which has the same functionality like the Module "Phone-Ticket". Although i know, you can create a Ticket-Template within a Phone-Ticket", i need this Module to handle quick calls. The need is, because the configuration is global. So if you insert a dynamic field into phonecall-mask this field is in the template as well. I tok instruction from http://doc.otrs.org/developer/3.1/en/html/how-to-extend.html#idp45649008 Therefore i createed the following *.xml-file: QuickTicket.xml (/opt/otrs/Kernel/Config/Files) <?xml version="1.0" encoding="utf-8" ?> <otrs_config version="1.0" init="Application"> <CVS>$Id: Framework.xml,v 1.473.2.2 2012/06/18 18:28:51 mb Exp $</CVS> <ConfigItem Name="Frontend::Module###AgentQuickTicket" Required="0" Valid="1"> <Description Translatable="1">Frontend module registration for the Quick-Ticket-Object in the agent interface.</Description> <Group>Ticket</Group> <SubGroup>Frontend::Agent::ModuleRegistration</SubGroup> <Setting> <FrontendModuleReg> <Description>Some Ticket-Templates</Description> <Title></Title> <NavBarName>Quick-Tickets</NavBarName> <NavBar> <Description Translatable="1">Some Ticket-Templates</Description> <Name Translatable="1">Quick-Tickets</Name> <Link>Action=AgentQuickticket</Link> <LinkOption></LinkOption> <NavBar>Quick-Tickets</NavBar> <Type>Menu</Type> <Block>ItemArea</Block> <AccessKey></AccessKey> <Prio>15000</Prio> </NavBar> <Loader> <JavaScript>Core.Agent.CustomerSearch.js</JavaScript> <JavaScript>Core.Agent.TicketAction.js</JavaScript> </Loader> </FrontendModuleReg> </Setting> </ConfigItem> </otrs_config> Now i get another link into the menubar called "Quick-Tickets" and this should open a new Popup-window. In this new window you can choose an link (incident-category) and this link opens a prefilled mask to create the Quick-Ticket. I achived the opening of a new Popup-Window by using a MenuModule but therefore i need a zoomed ticket. Is there any way to open the new window by clicking a link in the MenuBar? (not clicking in MenuModuleBar). Thanks for any hints. kind regards Sepp

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ITSM-Info on Value in Incident State
by Rocco Tocci 13 May '13

13 May '13

Hi guys, can you tell me why I can not see, during the insertion of an asset, in the combo "incident state" the value *Warning* but only *Incident* and *Operational*? It is necessary to modify something in sysconfig? thanks Rocco

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Help on Apache Log
by Rocco Tocci 13 May '13

13 May '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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Pull Request: Max Value to Dynamic Fields in AgentTicketZoom via Sysconf
by Johannes Nickel 13 May '13

13 May '13

Hi Devs, I added a config option to change the length of DynamicFields in AgentTicketZoom via Sysconfig. Any comments on this or can I stage it as pull request to the master? Link: https://github.com/hanneshal/otrs/commit/7fd2878faa129abefc75e0b3b6c770f1af… regards Hannes

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