September 2013 - dev - OTRS mailing lists

Anyone uses IDE assisted OTRS source navigation?
by Bogdan Iosif 24 Sep '13

24 Sep '13

Hi list, Does anyone use an IDE that provides useful assistance with browsing OTRS' sources? If so, which one? For example I would LOVE to have the capability of jumping to definition for a variable / method / object. I currently use Notepad++ on Windows and raw / regex text searches on all OTRS source files. It's very rudimentary but I don't know of a better way. //bogdan

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Dev API missing from http://dev.otrs.org for v3.2.x
by Bogdan Iosif 24 Sep '13

24 Sep '13

Hi, Navigating http://dev.otrs.org I noticed that updates for dev API are missing for v3.2.x (seems it happened since source control was moved to github). Where was this info extracted from? //bogdan

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Availability of customizable columns in various grids from v3.3.0
by Bogdan Iosif 24 Sep '13

24 Sep '13

Hi, >From v3.3.0 beta2 release notes: "Dashboard ticket lists and regular ticket overviews can now be filtered by eligible ticket columns, and the shown columns are configurable." As far as I could tell from playing around with this feature it's still NOT available in agent zoom view or anywhere in the customer interface. Will this feature's availability remain the same for the final 3.3.x release? I need the feature - especially in the customer interface - and currently I'm considering hacking it on my 3.2.x's sources. This option became tempting, especially because 3.3.x's Windows installer comes with so many changes that testing the config deployed by this new installer is very expensive and so it looks like we'll be on 3.2.x for quite some time. /bogdan

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NOTIFICATION_TAG (Body first Article)
by Rocco Tocci 20 Sep '13

20 Sep '13

Hi guys I need your help, I need to understand if there is a NOTIFICATION_TAG, which is able to retrieve the body of the first article created during the insertion of the ticket. I need to send a notification to agents Thanks Rocco

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EventHandler not working in TransitionAction?
by Keith Moore 16 Sep '13

16 Sep '13

After doing some debugging as far as I can tell EventHandler is not properly triggering for TicketQueueSet or other actions. We created a new Event Notfication for QueueUpdate and it works for normal Queue Updates, but when it is part of TransitionAction the event never fires. The normal "Move" notification works fine, but not the Event. I can't see where in the code this should be the case, the EventHnadler code should be getting called in Kernel::System::Ticket::TicketQueueSet. Has anyone else seen this behavior with Notifications (Event)?

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Auto Increment Issue
by adhi wibowo 11 Sep '13

11 Sep '13

Hi All, I have this issue about OTRS Auto Increment Ticket after I add the following code: #create string my $str = 'IM'; # get current time my ( $Sec, $Min, $Hour, $Day, $Month, $Year ) = $Self->{TimeObject}->SystemTime2Date( SystemTime => $Self->{TimeObject}->SystemTime(), ); # read count my $Count = 0; if ( -f $CounterLog ) { my $ContentSCALARRef = $Self->{MainObject}->FileRead( Location => $CounterLog, ); if ( $ContentSCALARRef && ${$ContentSCALARRef} ) { ($Count) = split( /;/, ${$ContentSCALARRef} ); # just debug if ( $Self->{Debug} > 0 ) { $Self->{LogObject}->Log( Priority => 'debug', Message => "Read counter from $CounterLog: $Count", ); } } } # count auto increment ($Count++) $Count++; $Count = $Count + $JumpCounter; # write new count my $Write = $Self->{MainObject}->FileWrite( Location => $CounterLog, Content => \$Count, ); if ($Write) { if ( $Self->{Debug} > 0 ) { $Self->{LogObject}->Log( Priority => 'debug', Message => "Write counter: $Count", ); } } # create new ticket number my $Tn = $str . $Year . $Month . $Day . $Count; # Check ticket number. If exists generate new one! if ( $Self->TicketCheckNumber( Tn => $Tn ) ) { $Self->{LoopProtectionCounter}++; if ( $Self->{LoopProtectionCounter} >= 16000 ) { # loop protection $Self->{LogObject}->Log( Priority => 'error', Message => "CounterLoopProtection is now $Self->{LoopProtectionCounter}!" . " Stopped TicketCreateNumber()!", ); return; } # create new ticket number again $Self->{LogObject}->Log( Priority => 'notice', Message => "Tn ($Tn) exists! Creating a new one.", ); $Tn = $Self->TicketCreateNumber( $Self->{LoopProtectionCounter} ); } return $Tn; } However, some results have shown that ticket numbers sometimes skipped such as the following: id tn 45478 IM2013090981835 45479 IM2013090981840 45480 IM2013090981841 45481 IM2013090981843 45482 IM2013090981844 45483 IM2013090981845 although the id seems to be in order, can anyone give me an insight on how could this happen? I think it's related to the number of concurrent process accessing CounterLog that led the application to confusion. Any Ideas to solve this? or Has anyone experienced the same issue? I am using OTRS 3.0 Regards, Adhi -- adhi wibowo about.me/adhi.wibowo M: +62811102775 H: +62217238057

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AgentTicketCompose - Field "To"
by Josef1 Penzkofer 09 Sep '13

09 Sep '13

Hi everybody, here is what I want to do: When composing an answer the value of field "To" should be displayed and the field should be no longer an input-field. I achieved the same for the field "From" with the following code: <label>$Text{"From"}:</label> <div class="Field"> $QData{"From"} <input type="hidden" name="From" value="$QData{"From"}"/> </div> <div class="Clear"></div> Now I insert the following: <label>$Text{"To"}:</label> <div class="Field"> $QData{"To"} <input type="hidden" name="To" value="$QData{"To"}"/> </div> <div class="Clear"></div> and deleted the original code for the field "To" (of course on a test-system) When composing an answer I'll get the following: - The value of field "From" is displayed (no longer an input-field) - Field "To": There is a blank and it is no longer an input-field I'm looking for the values into the database, table "article", and there are values for the fields: a_from and a_to I thought, when composing an answer, OTRS will change the values "From" and "To" and fit in this values at the adapted place. So, is there any idea why the value "To" will not been shown? Thanks in advance. Josef

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Re: [dev] CMDB text field with value 0 - update
by Jan Řežab 02 Sep '13

02 Sep '13

When I filled in other value eg 1 and after that I changed it to 0, the value was changed. Jan 2013/9/2 Jan Řežab <honza(a)rezab.eu> > Hello All. > > I have problem with CMDB database. I defined field: > { > Key => 'RackPosition', > Name => 'Position in the rack', > Input => { > Type => 'Text', > Required => 1, > }, > }, > > Sometime I need fill in 0 to this field. But this generate error. When I > adjust "Required => 0", the error is not generated, But the value is not > changed. > > Thanks for help. > > Jan >

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CMDB text field with value 0
by Jan Řežab 02 Sep '13

02 Sep '13

Hello All. I have problem with CMDB database. I defined field: { Key => 'RackPosition', Name => 'Position in the rack', Input => { Type => 'Text', Required => 1, }, }, Sometime I need fill in 0 to this field. But this generate error. When I adjust "Required => 0", the error is not generated, But the value is not changed. Thanks for help. Jan

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