August 2016 - dev - OTRS mailing lists

Config.pm question
by Finetti, Stefano 18 Oct '16

18 Oct '16

Hi, a simple question (I think). Is it possible to move CustomerCompany configurations that are stored into main Config.pm file into a different file? What I'd like to achieve is a module that adds some option to the Customer Company management in OTRS (for example, type of customer, the erp system they use, and stuff like that. I can easily add this fields in the customer_company table and mapping fields in Config.pm, but this prevents me from creating an installable module, because I can't (or at least, I think I shouldn't) change Config.pm file during the installation of an OTRS module. It would be great to create a - let's say - CustomerCompanyConfig.pm in /Kernel/Config/ or Kernel/Config/Files/ storing details from CustomerCompany, to avoid tampering with Config.pm file. I think this is not possible now, am I wrong? -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International Srl is a part of AXED Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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building docker images for integration testing
by Jonathan Sartin 18 Oct '16

18 Oct '16

Hi there, we would like to have docker images of OTRS with a working ticket web service for integration testing the interface between OTRS and OpenNMS Whilst we can build dockerfiles to spin up agents/containers for mariadb and OTRS, we can't easily script the final web installer and webservice import if we need to use the web installer. Is there a way that we can run these from the command line rather than the web browser? This would really help with integration testing. We'd like to know every time the OpenNMS/OTRS integration breaks without needing to wait for a user of OpenNMS and OTRS together to tell us. Thanks in advance ... Jonathan.

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UserUpdate
by Juan Manuel Clavero Almirón 30 Aug '16

30 Aug '16

Hi all, Sometimes, when an agent was fired and then hired again, he would be valid in the LDAP but invalid in OTRS, so I did some scripting (in OTRS 3.1) to auto-enable in OTRS if LDAP bind was succesful. Something like: 1 2 my %UserData = $UserObject->GetUserData( 3 User => $User, 4 ); 5 6 $UserData{UserID} = 1; # valid 7 8 $UserObject->UserUpdate( 9 %UserData, 10 ChangeUserID => 1, 11 ); Now we want to move to OTRS 5 and I'm migrating our custom code and UserUpdate gives an error because the UserLogin already exists (of course, I want to update its info!). If I remove UserID or UserLogin, UserUpdate misses these parameters. I've seen the code in User.t and the test for UserUpdate changes the UserLogin. All my agents are in LDAP and UserData is updated on every login with System::Auth::Sync::LDAP, but I don't get how this one works and mine doesn't Can anybody explain me how this works now? Kind regards, Juan Clavero

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Searching for customer users using first name and surname
by IB Development Team 09 Aug '16

09 Aug '16

Hi, Is it possible to search in OTRS for customer users in OTRS DB backend using string build of first name + surname? I.e. you type john black in customer search field (i.e. in menu or customer search popup in ticket create screen) and OTRS should find customer user with first name: John surname: Black <other not important here> Standard OTRS uses CustomerUserSearchFields => [ 'login', 'first_name', 'last_name', 'customer_id' ], which doesn't work because it generates SQL for separate fields: SELECT login , first_name, last_name, email FROM customer_user WHERE ((login LIKE '%john black%' OR first_name LIKE '%john black%' OR last_name LIKE '%john black%' OR customer_id LIKE '%john black%' ) ) LIMIT 50; Problem does not occur in LDAP backend with CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'], because CN contains both first and surname concatenated. We've tested that recunfiguring CustomerUserSearchFields => [ 'login', 'first_name', 'last_name', 'customer_id', 'concat(first_name, " ", last_name)' ], seems to work for MySQL DB queries but it's tricky and possibly may cause problems if its not "official". Is there any official solution for this kind of problem? Searching for first name and surname together seems to be required for bigger systems with lot of customer user records where separate searching for first name or surname will return too many results. -- Regards, Pawel Boguslawski IB Development Team https://dev.ib.pl/

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Re: [dev] MasterSlave: No search field in ticket search
by Juan Manuel Clavero Almirón 05 Aug '16

05 Aug '16

sorry, I forgot to add the caller sequence: [ [1] [ [0] "Kernel::System::DynamicField::Driver::BaseSelect", [1] "/opt/otrs/Kernel/System/DynamicField/Driver/BaseSelect.pm", [2] 529, [3] "Kernel::Output::HTML::Layout::BuildSelection", [4] 1, [5] "", [6] undef, [7] undef, [8] 2018, [9] "UUUUUUUUUUUUUUUUUUU", [10] undef ] ] [ [2] [ [0] "Kernel::System::DynamicField::Backend", [1] "/opt/otrs/Kernel/System/DynamicField/Backend.pm", [2] 1248, [3] "Kernel::System::DynamicField::Driver::BaseSelect::SearchFieldRender", [4] 1, [5] "", [6] undef, [7] undef, [8] 2018, [9] "UUUUUUUUUUUUUUUUUUU", [10] undef ] ] [ [3] [ [0] "Kernel::Modules::AgentTicketSearch", [1] "/opt/otrs//Kernel/Modules/AgentTicketSearch.pm", [2] 1584, [3] "Kernel::System::DynamicField::Backend::SearchFieldRender", [4] 1, [5] "", [6] undef, [7] undef, [8] 1762, [9] "UUUUUUUUUUUUUUUUUUU", [10] undef ] ] Kind regards, Juan Clavero De: Juan Manuel Clavero Almirón Enviado el: viernes, 05 de agosto de 2016 14:21 Para: 'dev(a)lists.otrs.org' <dev(a)lists.otrs.org> Asunto: MasterSlave: No search field in ticket search Hi all My test machine is on OTRS 5.0.7 with OTRSMasterSlave 5.0.2. It's a problem with MasterSlave so I don't think the OTRS is not quite relevant. When I open AgentTicketSearch, MasterSlave provides no data to Layout->BuildSelection, so it returns and the MasterSlave field has no select. The curious thing is that I've dumped the caller sequence and it doesn't seem to use the MasterSlave DynamifField driver but the BaseSelect one. When creating new tickets or changing MasterSlave in ticket the search select is shown without problems, it's only in TicketSearch (I haven't tested Customer interface) Do you think this is a problem with my installation? Should I open a bug? Atentamente, Juan Clavero _______________________________________________ Oficina de Tecnologies de la Informació i Comunicació IB-SALUT Telf. 971 426 530 ext. 3127

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MasterSlave: No search field in ticket search
by Juan Manuel Clavero Almirón 05 Aug '16

05 Aug '16

Hi all My test machine is on OTRS 5.0.7 with OTRSMasterSlave 5.0.2. It's a problem with MasterSlave so I don't think the OTRS is not quite relevant. When I open AgentTicketSearch, MasterSlave provides no data to Layout->BuildSelection, so it returns and the MasterSlave field has no select. The curious thing is that I've dumped the caller sequence and it doesn't seem to use the MasterSlave DynamifField driver but the BaseSelect one. When creating new tickets or changing MasterSlave in ticket the search select is shown without problems, it's only in TicketSearch (I haven't tested Customer interface) Do you think this is a problem with my installation? Should I open a bug? Atentamente, Juan Clavero _______________________________________________ Oficina de Tecnologies de la Informació i Comunicació IB-SALUT Telf. 971 426 530 ext. 3127

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