2010/2/3 <dev-request@otrs.org>

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Today's Topics:

1. How to use BuildSelection and giving data to backend
(valerio cacciatore)
2. RE : How to use BuildSelection and giving data to backend
(LEBLANC Bastien (EXT CAP GEMINI))
3. Re: how to connect the services to Queues - problem is
resloved (ramana)
4. RE : LDAP connection not always necessary?
(LEBLANC Bastien (EXT CAP GEMINI))

----------------------------------------------------------------------

Message: 1
Date: Tue, 2 Feb 2010 22:20:30 +0100
From: valerio cacciatore <cacciatore.valerio@gmail.com>
Subject: [dev] How to use BuildSelection and giving data to backend
To: dev@otrs.org
Message-ID:
<8159247b1002021320r5492e321y8377917b3de47385@mail.gmail.com>
Content-Type: text/plain; charset="iso-8859-1"

Dear All,
this is the second time I'm writing you and I have to thanks you for the
answers you gave me with my first question.
Now I have the following problem.

I would create a module in which an agent can select a ticket (among his
tickets), then adding a couple of field (e.g. ticket cost and ticket covered
by warranty) and save the ticket.
But... let's start from the easy things:
I'm looking for a simple way to make a choice in the frontend (using a
multi-choice menu), giving this info to the backend and performing some
actions/query on DB.
I was trying to use the BuildSelection function in the AgentModule.pm but I
was not successful.
Can someone explain me how to use this function? Is there an easy example
ready?

My first approach has been to use a button in the frontend and try to call
another AgentXXX.pm module to introduce more info in the frontend, but I
received a message saying the module was not registered in Config.pm.

I'm so confused ... :-S

Thanks for help!

Valerio
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Message: 2
Date: Wed, 3 Feb 2010 09:35:12 +0100
From: "LEBLANC Bastien (EXT CAP GEMINI)"
<ext.cap-gemini.leblanc@sncf.fr>
Subject: [dev] RE : How to use BuildSelection and giving data to
backend
To: "Development community of OTRS.org" <dev@otrs.org>
Message-ID:
<143515C268FD404C9D568972ADC198AE04DF0596@se3p17bic38.COMMUN.AD.SNCF.FR>

Content-Type: text/plain; charset="iso-8859-1"

Hi,

Could you simply use freetext field to achieve what you want?

1) add freetext (like ticket covered by warranty)
2) to do "select a ticket (among his tickets), then adding a couple of field (e.g. ticket cost and ticket covered by warranty) and save the ticket. "
the agent could simply select ticket, click on "free field", and save the changes?

PS: "message saying the module was not registered in Config.pm." ==> I think you need to add info in the system config to register module

Bastien

-----Message d'origine-----
De : dev-bounces@otrs.org [mailto:dev-bounces@otrs.org] De la part de valerio cacciatore
Envoy? : mardi 2 f?vrier 2010 22:21
? : dev@otrs.org
Objet : [dev] How to use BuildSelection and giving data to backend

Dear All,
this is the second time I'm writing you and I have to thanks you for the answers you gave me with my first question.
Now I have the following problem.

I would create a module in which an agent can select a ticket (among his tickets), then adding a couple of field (e.g. ticket cost and ticket covered by warranty) and save the ticket.
But... let's start from the easy things:
I'm looking for a simple way to make a choice in the frontend (using a multi-choice menu), giving this info to the backend and performing some actions/query on DB.
I was trying to use the BuildSelection function in the AgentModule.pm but I was not successful.
Can someone explain me how to use this function? Is there an easy example ready?

My first approach has been to use a button in the frontend and try to call another AgentXXX.pm module to introduce more info in the frontend, but I received a message saying the module was not registered in Config.pm.

I'm so confused ... :-S

Thanks for help!

Valerio
-------
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-------
This message and any attachments are intended solely for the addressees and are confidential. SNCF may not be held responsible for their contents whose accuracy and completeness cannot be guaranteed over the Internet. Unauthorized use, disclosure, distribution, copying, or any part thereof is strictly prohibited. If you are not the intended recipient of this message, please notify the sender immediately and delete it.

------------------------------

Message: 3
Date: Wed, 03 Feb 2010 15:24:15 +0530
From: ramana <fedora.ramana@gmail.com>
Subject: Re: [dev] how to connect the services to Queues - problem is
resloved
To: dev@otrs.org, Nils Leideck - ITSM <nils.leideck@leidex.net>,
"User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID: <4B6947C7.7000202@gmail.com>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed

Hi Every One,

The below given example i wrote the ACL like this.
Now my problem is resolved.

Can we able to write this Code into too shot.

# -----------------------------------------------------------------------
# start of ACL configurations
# -----------------------------------------------------------------------

$Self->{TicketAcl}->{'ACL-Customer-Services'} = {
Properties => {Frontend => {Action =>
['CustomerTicketMessage']}, },
# hide the service's for Queues
PossibleNot => {Ticket => { Service =>
['[RegExp]::','[RegExp]^*']} } };

$Self->{TicketAcl}->{'ACL-Name-1'} = {
# match properties
Properties => {

Queue => { Name => ['[RegExp]^Network'] },
},

PossibleNot => {
Ticket => { Service => ['[RegExp]::','[RegExp]^AnitVirus',
'[RegExp]^Network problem',
'[RegExp]^VPN problem',
'[RegExp]^Link-Problem'],
},
},
};

$Self->{TicketAcl}->{'ACL-Name-2'} = {
# match properties
Properties => {

Queue => { Name => ['[RegExp]^Desktop'] },
},

PossibleNot => {
Ticket => { Service => ['[RegExp]::',
'[RegExp]^PCnotBooting',
'[RegExp]^MotherBoardProblem',
'[RegExp]^Ram Problem',
],
},
},
};

# -----------------------------------------------------------------------
# end of ACL configurations
# -----------------------------------------------------------------------

ramana wrote:
> Hi all,
>
> Guys, is there a way to connect Services to the Queues and not to
> Customer
>
> Kindly help me on this below example if any solution.
> provide the code for this Example.
>
>
> Here i have create two Queues and Six services, three are Network
> related and remaining three are Desktop related.
>
> Question: When customer is selecting the Network Queue they should be
> able to see only 3 Network services.
> Desktop Queue they should be
> able to see only 3 Desktop services.
>
>
> Queues : 1) Network 2) Desktop
> Services a) Network problem a)
> PC not Booting
> b) VPN problem b)
> Mother Board Problem
> c) Link-Problem c)
> Ram Problem
>
>
> Kindly help me on this above example if any solution.
> provide the code for this Example.
>
>
> Thanks & Regards,
> Ramana
>
>
>
>

------------------------------

Message: 4
Date: Wed, 3 Feb 2010 11:08:37 +0100
From: "LEBLANC Bastien (EXT CAP GEMINI)"
<ext.cap-gemini.leblanc@sncf.fr>
Subject: [dev] RE : LDAP connection not always necessary?
To: "Development community of OTRS.org" <dev@otrs.org>
Message-ID:
<143515C268FD404C9D568972ADC198AE04DF0598@se3p17bic38.COMMUN.AD.SNCF.FR>

Content-Type: text/plain; charset="iso-8859-1"

Hi,

Thanks for your answer, I filled a bug: http://bugs.otrs.org/show_bug.cgi?id=4874

CacheTTL doesn't solve our problem, because it reduces LDAP queries, but doesn't avoid LDAP connection.

Bastien

-----Message d'origine-----
De : dev-bounces@otrs.org [mailto:dev-bounces@otrs.org] De la part de Nils Leideck - ITSM
Envoy? : jeudi 28 janvier 2010 00:48
? : Development community of OTRS.org
Objet : Re: [dev] LDAP connection not always necessary?

Hi,

On 27.01.2010, at 15:46, EXT / CAP GEMINI LEBLANC Bastien wrote:

I notice that at each access on OTRS (each page), an LDAP connection is made, even if it is not necessary (to get Customer Data).
Do you think I should fill a bug, to be able to connect to the LDAP only if necessary (if the data is not cached)?
Feel free to ask any details, I'll be glad to help on solving this issue

If you feel this is a bug then PLEASE open a bug report for that issue on bugs.otrs.com !!!
Highly apprechiated and welcome !!!

In the meantime the CacheTTL param (Config.pm or SysConfig) could help you to reduce the LDAP quesries.

Nils Leideck

--
Nils Leideck
Senior Consultant

nils.leideck@leidex.net
nils.leideck@otrs.com

http://webint.cryptonode.de <http://webint.cryptonode.de> / a Fractal project

CU @ CeBIT 2010 in Hannover, Germany <http://www.cebit.de> and get to know more about OTRS
at booth no. C37 in hall 2 from March 2-6, 2010!

-------
Ce message et toutes les pi?ces jointes sont ?tablis ? l'intention exclusive de ses destinataires et sont confidentiels. L'int?grit? de ce message n'?tant pas assur?e sur Internet, la SNCF ne peut ?tre tenue responsable des alt?rations qui pourraient se produire sur son contenu. Toute publication, utilisation, reproduction, ou diffusion, m?me partielle, non autoris?e pr?alablement par la SNCF, est strictement interdite. Si vous n'?tes pas le destinataire de ce message, merci d'en avertir imm?diatement l'exp?diteur et de le d?truire.
-------
This message and any attachments are intended solely for the addressees and are confidential. SNCF may not be held responsible for their contents whose accuracy and completeness cannot be guaranteed over the Internet. Unauthorized use, disclosure, distribution, copying, or any part thereof is strictly prohibited. If you are not the intended recipient of this message, please notify the sender immediately and delete it.
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