manual file change result in package error

Jon Legarrea Oteiza

2 Jul 2014 2 Jul '14

2:13 p.m.

Hi, I upgrade to OTRS 3.3.8 and configure with ITSM and made a manual change that I used to make to Kernel/Output/HTML/Standard/AgentTicketPhone.dtl now gives me an error in the ITSMIncidentProblemManagement package. There is a possibility to disable checking for that file, or I am thinking maybe I can do a package with my changes that overwrite that file, can this hypothetical package solve my problems? Do it need ITSMIncidentProblemManagement package as dependence? Jon

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Renee B

2 Jul 2 Jul

2:27 p.m.

You can save your customized template as Custom/Kernel/Output/HTML/Standard/AgentTicketPhone.dtl All files (modules and templates) in Custom/Kernel/ have a higher "precendence" than those in Kernel/ - Renée On 02.07.2014 16:13, Jon Legarrea Oteiza wrote:

...

Hi,

I upgrade to OTRS 3.3.8 and configure with ITSM and made a manual change that I used to make to Kernel/Output/HTML/Standard/AgentTicketPhone.dtl

now gives me an error in the ITSMIncidentProblemManagement package.

There is a possibility to disable checking for that file, or I am thinking maybe I can do a package with my changes that overwrite that file, can this hypothetical package solve my problems? Do it need ITSMIncidentProblemManagement package as dependence?

Jon

_______________________________________________ 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

-- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de

Jon Legarrea Oteiza

2:34 p.m.

Thank you Renée, I will try it De: dev-bounces@otrs.org [mailto:dev-bounces@otrs.org] En nombre de Renee B Enviado el: miércoles, 2 de julio de 2014 16:28 Para: dev@otrs.org Asunto: Re: [dev] manual file change result in package error You can save your customized template as Custom/Kernel/Output/HTML/Standard/AgentTicketPhone.dtl All files (modules and templates) in Custom/Kernel/ have a higher "precendence" than those in Kernel/ - Renée On 02.07.2014 16:13, Jon Legarrea Oteiza wrote: Hi, I upgrade to OTRS 3.3.8 and configure with ITSM and made a manual change that I used to make to Kernel/Output/HTML/Standard/AgentTicketPhone.dtl now gives me an error in the ITSMIncidentProblemManagement package. There is a possibility to disable checking for that file, or I am thinking maybe I can do a package with my changes that overwrite that file, can this hypothetical package solve my problems? Do it need ITSMIncidentProblemManagement package as dependence? Jon _______________________________________________ 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 -- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de

Josef1 Penzkofer

3:12 p.m.

New subject: Antw: Re: manual file change result in package error

Hi Renée, and this works properly? Yesterday I wrote an E-Mail to "otrs-de@otrs.org" because I made changes in file "CustomerTicketMessage.pm". Therefore I copied the file in directory "/Custom/Kernel/Modules". The changes does not work. The changes works, after I made the changes into file "CustomerTicketMessage.pm"; directory: /Kernel/Modules. Strange: I copied some other files into directory "/Custom/Kernel/... and made changes. This changes works. So, whats going wrong? Thanks in advance. Jo

...

...
...
Renee B 02.07.2014 16:27 >>> You can save your customized template as

Custom/Kernel/Output/HTML/Standard/AgentTicketPhone.dtl All files (modules and templates) in Custom/Kernel/ have a higher "precendence" than those in Kernel/ - Renée On 02.07.2014 16:13, Jon Legarrea Oteiza wrote:

...

Hi,

I upgrade to OTRS 3.3.8 and configure with ITSM and made a manual change that I used to make to Kernel/Output/HTML/Standard/AgentTicketPhone.dtl

now gives me an error in the ITSMIncidentProblemManagement package.

There is a possibility to disable checking for that file, or I am thinking maybe I can do a package with my changes that overwrite that file, can this hypothetical package solve my problems? Do it need ITSMIncidentProblemManagement package as dependence?

Jon

_______________________________________________ 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

-- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de

Renee B

3:28 p.m.

New subject: Antw: Re: manual file change result in package error

Hi Jo, On 02.07.2014 17:12, Josef1 Penzkofer wrote:

...

Hi Renée,

and this works properly?

yes. This should even work in OTRS 3.2.x (maybe not for templates, I can't remember when that was fixed).

...

Yesterday I wrote an E-Mail to "otrs-de@otrs.org" because I made changes in file "CustomerTicketMessage.pm".

Therefore I copied the file in directory "/Custom/Kernel/Modules".

The changes does not work.

Did you restart the Apache? Did you check if the "original" file was loaded? Did you add some debug statements?

...

The changes works, after I made the changes into file "CustomerTicketMessage.pm"; directory: /Kernel/Modules.

Strange: I copied some other files into directory "/Custom/Kernel/... and made changes. This changes works.

So, whats going wrong?

I'll have a look at the source code tomorrow. Maybe there is a difference how Customer related modules are loaded compared to the modules related to the Agent interface.

...

Thanks in advance.

Jo

- Renée -- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de

Peter Krall

3 Jul 3 Jul

1:01 p.m.

New subject: Antw: Re: manual file change result in package error

Hi Renée, are you sure custom Skins (Output\HTML) should go under Custom? It never actually worked for me this way either, and sounds as if it would go head to head against what the dev doc says about Skins: http://otrs.github.io/doc/manual/developer/3.3/en/html/skins.html I have a modified custom Skin under Kernel\Output\HTML\<custom folder name> and it works very nicely. It did not work when putting the custom DTLs under Custom\Kernel\Output\HTML\Standard. Of course I had to create the required XML config entries before the Skin was usable (as explained in the above doc). Cheers, Peter On Wed, Jul 2, 2014 at 5:28 PM, Renee B wrote:

...

Hi Jo,

On 02.07.2014 17:12, Josef1 Penzkofer wrote:

...
Hi Renée,

and this works properly?

yes. This should even work in OTRS 3.2.x (maybe not for templates, I can't remember when that was fixed).

...
Yesterday I wrote an E-Mail to "otrs-de@otrs.org" because I made changes in file "CustomerTicketMessage.pm".

Therefore I copied the file in directory "/Custom/Kernel/Modules".

The changes does not work.

Did you restart the Apache? Did you check if the "original" file was loaded? Did you add some debug statements?

...
The changes works, after I made the changes into file "CustomerTicketMessage.pm"; directory: /Kernel/Modules.

Strange: I copied some other files into directory "/Custom/Kernel/... and made changes. This changes works.

So, whats going wrong?

I'll have a look at the source code tomorrow. Maybe there is a difference how Customer related modules are loaded compared to the modules related to the Agent interface.

...
Thanks in advance.

Jo

- Renée

-- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.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

Peter Krall

1:04 p.m.

New subject: Antw: Re: manual file change result in package error

Apologies, I meant Templates and not Skins, but other than that, it should work under Output\HTML\CustomTemplate folder. Peter On Thu, Jul 3, 2014 at 3:01 PM, Peter Krall wrote:

...

Hi Renée,

are you sure custom Skins (Output\HTML) should go under Custom? It never actually worked for me this way either, and sounds as if it would go head to head against what the dev doc says about Skins: http://otrs.github.io/doc/manual/developer/3.3/en/html/skins.html

I have a modified custom Skin under Kernel\Output\HTML\<custom folder name> and it works very nicely. It did not work when putting the custom DTLs under Custom\Kernel\Output\HTML\Standard.

Of course I had to create the required XML config entries before the Skin was usable (as explained in the above doc).

Cheers, Peter

On Wed, Jul 2, 2014 at 5:28 PM, Renee B wrote:

...
Hi Jo,

On 02.07.2014 17:12, Josef1 Penzkofer wrote:

...
Hi Renée,

and this works properly?

yes. This should even work in OTRS 3.2.x (maybe not for templates, I can't remember when that was fixed).

...
Yesterday I wrote an E-Mail to "otrs-de@otrs.org" because I made changes in file "CustomerTicketMessage.pm".

Therefore I copied the file in directory "/Custom/Kernel/Modules".

The changes does not work.

Did you restart the Apache? Did you check if the "original" file was loaded? Did you add some debug statements?

...
The changes works, after I made the changes into file "CustomerTicketMessage.pm"; directory: /Kernel/Modules.

Strange: I copied some other files into directory "/Custom/Kernel/... and made changes. This changes works.

So, whats going wrong?

I'll have a look at the source code tomorrow. Maybe there is a difference how Customer related modules are loaded compared to the modules related to the Agent interface.

...
Thanks in advance.

Jo

- Renée

-- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.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

Josef1 Penzkofer

2:46 p.m.

New subject: Antw: Re: manual file change result in package error

Hi Peter, we use OTRS 3.2.14. I copied several template-files to /Custom/Kernel/Output/HTML/Standard and modified this. This still works on our system. I only had problems with a modified *.pm-file, that I copied into /Custom/Kernel/Modules. But I must admit, I'm not sure, wether I restarted the webserver Apache. I think, in general - the mechanism to copy files into /Custom/Kernel/... and modify the files still works - works also with template-files. Jo

...

...
...
Peter Krall 03.07.2014 15:04 >>> Apologies, I meant Templates and not Skins, but other than that, it should work under Output\HTML\CustomTemplate folder. Peter

On Thu, Jul 3, 2014 at 3:01 PM, Peter Krall wrote:

...

Hi Renée,

are you sure custom Skins (Output\HTML) should go under Custom? It never actually worked for me this way either, and sounds as if it would go head to head against what the dev doc says about Skins: http://otrs.github.io/doc/manual/developer/3.3/en/html/skins.html

I have a modified custom Skin under Kernel\Output\HTML\<custom folder name> and it works very nicely. It did not work when putting the custom DTLs under Custom\Kernel\Output\HTML\Standard.

Of course I had to create the required XML config entries before the Skin was usable (as explained in the above doc).

Cheers, Peter

On Wed, Jul 2, 2014 at 5:28 PM, Renee B wrote:

...
Hi Jo,

On 02.07.2014 17:12, Josef1 Penzkofer wrote:

...
Hi Renée,

and this works properly?

yes. This should even work in OTRS 3.2.x (maybe not for templates, I can't remember when that was fixed).

...
Yesterday I wrote an E-Mail to "otrs-de@otrs.org" because I made changes in file "CustomerTicketMessage.pm".

Therefore I copied the file in directory "/Custom/Kernel/Modules".

The changes does not work.

Did you restart the Apache? Did you check if the "original" file was loaded? Did you add some debug statements?

...
The changes works, after I made the changes into file "CustomerTicketMessage.pm"; directory: /Kernel/Modules.

Strange: I copied some other files into directory "/Custom/Kernel/... and made changes. This changes works.

So, whats going wrong?

I'll have a look at the source code tomorrow. Maybe there is a difference how Customer related modules are loaded compared to the modules related to the Agent interface.

...
Thanks in advance.

Jo

- Renée

-- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.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

Jon Legarrea Oteiza

4 Jul 4 Jul

10:08 a.m.

New subject: Antw: Re: manual file change result in package error

Hi, After Renee advise I move my changes to: /opt/otrs/Custom/Kernel/Modules/CustomerTicketOverview.pm /opt/otrs/Custom/Kernel/Output/HTML/Standard/AgentTicketPhone.dtl we use OTRS 3.3.8 and both worked properly, with module I have to reboot the web server for changes take effect thanks again, Jon -----Mensaje original----- De: dev-bounces@otrs.org [mailto:dev-bounces@otrs.org] En nombre de Josef1 Penzkofer Enviado el: jueves, 3 de julio de 2014 16:46 Para: Development community of OTRS Asunto: Re: [dev] Antw: Re: manual file change result in package error Hi Peter, we use OTRS 3.2.14. I copied several template-files to /Custom/Kernel/Output/HTML/Standard and modified this. This still works on our system. I only had problems with a modified *.pm-file, that I copied into /Custom/Kernel/Modules. But I must admit, I'm not sure, wether I restarted the webserver Apache. I think, in general - the mechanism to copy files into /Custom/Kernel/... and modify the files still works - works also with template-files. Jo

...

...
...
Peter Krall 03.07.2014 15:04 >>> Apologies, I meant Templates and not Skins, but other than that, it should work under Output\HTML\CustomTemplate folder. Peter

On Thu, Jul 3, 2014 at 3:01 PM, Peter Krall wrote:

...

Hi Renée,

are you sure custom Skins (Output\HTML) should go under Custom? It never actually worked for me this way either, and sounds as if it would go head to head against what the dev doc says about Skins: http://otrs.github.io/doc/manual/developer/3.3/en/html/skins.html

I have a modified custom Skin under Kernel\Output\HTML\<custom folder name> and it works very nicely. It did not work when putting the name> custom DTLs under Custom\Kernel\Output\HTML\Standard.

Of course I had to create the required XML config entries before the Skin was usable (as explained in the above doc).

Cheers, Peter

On Wed, Jul 2, 2014 at 5:28 PM, Renee B wrote:

...
Hi Jo,

On 02.07.2014 17:12, Josef1 Penzkofer wrote:

...
Hi Renée,

and this works properly?

yes. This should even work in OTRS 3.2.x (maybe not for templates, I can't remember when that was fixed).

...
Yesterday I wrote an E-Mail to "otrs-de@otrs.org" because I made changes in file "CustomerTicketMessage.pm".

Therefore I copied the file in directory "/Custom/Kernel/Modules".

The changes does not work.

Did you restart the Apache? Did you check if the "original" file was loaded? Did you add some debug statements?

...
The changes works, after I made the changes into file "CustomerTicketMessage.pm"; directory: /Kernel/Modules.

Strange: I copied some other files into directory "/Custom/Kernel/... and made changes. This changes works.

So, whats going wrong?

I'll have a look at the source code tomorrow. Maybe there is a difference how Customer related modules are loaded compared to the modules related to the Agent interface.

...
Thanks in advance.

Jo

- Renée

-- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.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

_______________________________________________ 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

Renee B

3 Jul 3 Jul

1:20 p.m.

New subject: Antw: Re: manual file change result in package error

On 03.07.2014 15:01, Peter Krall wrote:

...

Hi Renée,

are you sure custom Skins (Output\HTML) should go under Custom? It never actually worked for me this way either, and sounds as if it would go head to head against what the dev doc says about Skins: http://otrs.github.io/doc/manual/developer/3.3/en/html/skins.html

As you already said, Templates != Skins. And yes, this should work (I already used that several times). These are the lines in the code responsible for that feature: https://github.com/OTRS/otrs/blob/rel-3_3/Kernel/Output/HTML/Layout.pm#L398 https://github.com/OTRS/otrs/blob/rel-3_3/Kernel/Output/HTML/Layout.pm#L539 https://github.com/OTRS/otrs/blob/rel-3_3/Kernel/Config/Defaults.pm#L813 See this commit: https://github.com/OTRS/otrs/commit/4cdcff91ff8cab98d6bd351b9096714a6e490d19 I can't say why it didn't worked for you. That would need some debugging... (Was there an old Defaults.pm or old Layout.pm? Were the correct permissions set etc.? What version of OTRS was that? Was the config rebuilt? Was the server restartet? ...) Kind regards, Renée -- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de

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Jon Legarrea Oteiza
Josef1 Penzkofer
Peter Krall
Renee B