
Hello, before I get lost in the source, it would help if I could get some basic infos. Can somebody give me a very short intro to the architecture of otrs 3? I want to add a new ticket function - something like "Send summary of ticket". Can/Should this be implemented as a package? Is there somewhere a discription how to create a package? Thanks Thomas Kaltenbrunner -- OPC® cardsystems GmbH Mobil: +49 151 52628082 Skype: tj-opc Zentrale: +49 651 8408 0 Geschäftsführer: Torsten Hülsmann, Dipl.-Ing. (FH) Klaus Dieter Schömer Registergericht: Amtsgericht Wittlich HRB-Nr.: 3903

Hi Thomas, please see the HTML developer manual on doc.otrs.org (this also has infos about package building) and the API reference on dev.otrs.org. This should definitely be implemented as a package, without changing any of the core OTRS files. Good luck! :D mg Am 18.08.10 16:35, schrieb Thomas Kaltenbrunner:
Hello,
before I get lost in the source, it would help if I could get some basic infos. Can somebody give me a very short intro to the architecture of otrs 3?
I want to add a new ticket function - something like "Send summary of ticket". Can/Should this be implemented as a package?
Is there somewhere a discription how to create a package?
Thanks Thomas Kaltenbrunner
-- Martin Gruner 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 NEU: OTRS::ITSM 2.0 - jetzt mit dem brandneuen Change Management Modul. -Die erste ITIL® V3 kompatible und nach PinkVERIFY zertifizierte Open Source IT Service Management (ITSM) Lösung weltweit!

Hi Martin, Am 19.08.2010 08:17, schrieb Martin Gruner:
Hi Thomas,
please see the HTML developer manual on doc.otrs.org (this also has infos about package building) and the API reference on dev.otrs.org.
Ups. A very good intro and I did not find it :-[ Since there is no document for the neweset version, can you or someone else point out the mayor changes in architecture and API from 2.4 to 3?
This should definitely be implemented as a package, without changing any of the core OTRS files.
OK. Thanks Gruß Thomas
Good luck! :D
mg
Am 18.08.10 16:35, schrieb Thomas Kaltenbrunner:
Hello,
before I get lost in the source, it would help if I could get some basic infos. Can somebody give me a very short intro to the architecture of otrs 3?
I want to add a new ticket function - something like "Send summary of ticket". Can/Should this be implemented as a package?
Is there somewhere a discription how to create a package?
Thanks Thomas Kaltenbrunner
-- OPC® cardsystems GmbH Mobil: +49 151 52628082 Skype: tj-opc Zentrale: +49 651 8408 0 Geschäftsführer: Torsten Hülsmann, Dipl.-Ing. (FH) Klaus Dieter Schömer Registergericht: Amtsgericht Wittlich HRB-Nr.: 3903

Hi Thomas, On 19.08.2010, at 12:17, Thomas Kaltenbrunner wrote:
please see the HTML developer manual on doc.otrs.org (this also has infos about package building) and the API reference on dev.otrs.org.
Ups. A very good intro and I did not find it :-[ Since there is no document for the neweset version, can you or someone else point out the mayor changes in architecture and API from 2.4 to 3?
The developmer manual for OTRS 3.0 is online (but not listed in the nav bar right now). -> http://doc.otrs.org/developer/3.0/en/html/ The major change is the completely new interface (moved from html with table layout to clean markup and css). Regarding Perl-API, some small changes, but almost compatible to OTRS 2.x PS: Can you point me out what you want to create/change? So I can write you what steps you need to go. -Martin
This should definitely be implemented as a package, without changing any of the core OTRS files.
OK.
Thanks
Gruß Thomas
Am 18.08.10 16:35, schrieb Thomas Kaltenbrunner:
Hello,
before I get lost in the source, it would help if I could get some basic infos. Can somebody give me a very short intro to the architecture of otrs 3?
I want to add a new ticket function - something like "Send summary of ticket". Can/Should this be implemented as a package?
Is there somewhere a discription how to create a package?
Thanks Thomas Kaltenbrunner
Blog: http://edenhofer.de/

Am 19.08.2010 12:29, schrieb Martin Edenhofer:
Hi Thomas,
On 19.08.2010, at 12:17, Thomas Kaltenbrunner wrote:
please see the HTML developer manual on doc.otrs.org (this also has infos about package building) and the API reference on dev.otrs.org.
Ups. A very good intro and I did not find it :-[ Since there is no document for the neweset version, can you or someone else point out the mayor changes in architecture and API from 2.4 to 3?
The developmer manual for OTRS 3.0 is online (but not listed in the nav bar right now). -> http://doc.otrs.org/developer/3.0/en/html/
Thank you.
The major change is the completely new interface (moved from html with table layout to clean markup and css).
Regarding Perl-API, some small changes, but almost compatible to OTRS 2.x
PS: Can you point me out what you want to create/change? So I can write you what steps you need to go.
I want implement a function to send a summary of the ticket to an email receiver. At the moment I am in a very early stage and try to get into the architecture of the system and find a starting point. I think I will first have a deeper look into the docs and then start with the package example. Thomas
-Martin
This should definitely be implemented as a package, without changing any of the core OTRS files.
OK.
Thanks
Gruß Thomas
Am 18.08.10 16:35, schrieb Thomas Kaltenbrunner:
Hello,
before I get lost in the source, it would help if I could get some basic infos. Can somebody give me a very short intro to the architecture of otrs 3?
I want to add a new ticket function - something like "Send summary of ticket". Can/Should this be implemented as a package?
Is there somewhere a discription how to create a package?
Thanks Thomas Kaltenbrunner
Blog: http://edenhofer.de/
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Hi Thomas, On 19.08.2010, at 12:58, Thomas Kaltenbrunner wrote:
The major change is the completely new interface (moved from html with table layout to clean markup and css).
Regarding Perl-API, some small changes, but almost compatible to OTRS 2.x
PS: Can you point me out what you want to create/change? So I can write you what steps you need to go.
I want implement a function to send a summary of the ticket to an email receiver. At the moment I am in a very early stage and try to get into the architecture of the system and find a starting point. I think I will first have a deeper look into the docs and then start with the package example.
One more question. Who should trigger the sending of this ticket summary? An agent via the web interface or because a ticket is escalated?
Thomas
-Martin
This should definitely be implemented as a package, without changing any of the core OTRS files.
OK.
Thanks
Gruß Thomas
Blog: http://edenhofer.de/

Hi Martin, Am 20.08.2010 09:46, schrieb Martin Edenhofer:
Hi Thomas,
On 19.08.2010, at 12:58, Thomas Kaltenbrunner wrote:
The major change is the completely new interface (moved from html with table layout to clean markup and css).
Regarding Perl-API, some small changes, but almost compatible to OTRS 2.x
PS: Can you point me out what you want to create/change? So I can write you what steps you need to go.
I want implement a function to send a summary of the ticket to an email receiver. At the moment I am in a very early stage and try to get into the architecture of the system and find a starting point. I think I will first have a deeper look into the docs and then start with the package example.
One more question. Who should trigger the sending of this ticket summary? An agent via the web interface or because a ticket is escalated?
First use is sending via the web interface by an agent. May be this function is not needed often, when OTRS is better integrated in the organisation and the daily work. Another point is, that I am not satisfied with the given possibilities of displaying or printing a summary of the ticket. It contains to much details and the progress of the work is not clearly outlined. It is nice to have boxes in the GUI for every step or action of a ticket, but scrolling down one text box with several sections I would like more, since I could see more text in one sight without clicking or further scrolling Thomas
Thomas
-Martin
This should definitely be implemented as a package, without changing any of the core OTRS files.
OK.
Thanks
Gruß Thomas
Blog: http://edenhofer.de/
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
-- OPC® cardsystems GmbH Mobil: +49 151 52628082 Skype: tj-opc Zentrale: +49 651 8408 0 Geschäftsführer: Torsten Hülsmann, Dipl.-Ing. (FH) Klaus Dieter Schömer Registergericht: Amtsgericht Wittlich HRB-Nr.: 3903
participants (3)
-
Martin Edenhofer
-
Martin Gruner
-
Thomas Kaltenbrunner