November 2004 - otrs - OTRS mailing lists

How the reopen a ticket?
by Boudewijn van Weert (Valbosoft, S.L.) 17 Nov '04

17 Nov '04

Hello, people talk about reopening a closed ticket but I can't find how to really do that, except making it pending. How can that be done? There soesn't seem to be a direct way to simply change it... Cheers, Bo van Weert tel. 902 014 180 (00 34) 96 393 109 77 fax. 96 360 69 13 http://www.valbosoft.com

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upgrading problems
by Jorick Astrego 17 Nov '04

17 Nov '04

Hi, I just did an experimental upgrade on our otrs system and run into the problem that I cannot create new tickets with the Phone or Email button. I get the following error: Software error: Modification of non-creatable array value attempted, subscript -1 at /opt/otrs//Kernel/Output/HTML/Agent.pm line 432. When I check the log I see the following: Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Found no $ID for 5! Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Unknown column 'q.default_sign_key' in 'field list', SQL: 'SELECT q.name, q.group_id, q.unlock_timeout, q.system_address_id, q.salutation_id, q.signature_id, q.comments, q.valid_id, q.escalation_time, q.follow_up_id, q.follow_up_lock, sa.value0, sa.value1, q.id, q.move_notify, q.state_notify, q.lock_notify, q.owner_notify, q.default_sign_key FROM queue q, system_address sa WHERE q.system_address_id = sa.id AND q.id = 5' Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Found no $ID for 31! Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Unknown column 'q.default_sign_key' in 'field list', SQL: 'SELECT q.name, q.group_id, q.unlock_timeout, q.system_address_id, q.salutation_id, q.signature_id, q.comments, q.valid_id, q.escalation_time, q.follow_up_id, q.follow_up_lock, sa.value0, sa.value1, q.id, q.move_notify, q.state_notify, q.lock_notify, q.owner_notify, q.default_sign_key FROM queue q, system_address sa WHERE q.system_address_id = sa.id AND q.id = 31' Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Found no $ID for 19! Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Unknown column 'q.default_sign_key' in 'field list', SQL: 'SELECT q.name, q.group_id, q.unlock_timeout, q.system_address_id, q.salutation_id, q.signature_id, q.comments, q.valid_id, q.escalation_time, q.follow_up_id, q.follow_up_lock, sa.value0, sa.value1, q.id, q.move_notify, q.state_notify, q.lock_notify, q.owner_notify, q.default_sign_key FROM queue q, system_address sa WHERE q.system_address_id = sa.id AND q.id = 19' Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Found no $ID for 24! Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Unknown column 'q.default_sign_key' in 'field list', SQL: 'SELECT q.name, q.group_id, q.unlock_timeout, q.system_address_id, q.salutation_id, q.signature_id, q.comments, q.valid_id, q.escalation_time, q.follow_up_id, q.follow_up_lock, sa.value0, sa.value1, q.id, q.move_notify, q.state_notify, q.lock_notify, q.owner_notify, q.default_sign_key FROM queue q, system_address sa WHERE q.system_address_id = sa.id AND q.id = 24' Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Found no $ID for 20! Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Unknown column 'q.default_sign_key' in 'field list', SQL: 'SELECT q.name, q.group_id, q.unlock_timeout, q.system_address_id, q.salutation_id, q.signature_id, q.comments, q.valid_id, q.escalation_time, q.follow_up_id, q.follow_up_lock, sa.value0, sa.value1, q.id, q.move_notify, q.state_notify, q.lock_notify, q.owner_notify, q.default_sign_key FROM queue q, system_address sa WHERE q.system_address_id = sa.id AND q.id = 20' Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Found no $ID for 14! Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Unknown column 'q.default_sign_key' in 'field list', SQL: 'SELECT q.name, q.group_id, q.unlock_timeout, q.system_address_id, q.salutation_id, q.signature_id, q.comments, q.valid_id, q.escalation_time, q.follow_up_id, q.follow_up_lock, sa.value0, sa.value1, q.id, q.move_notify, q.state_notify, q.lock_notify, q.owner_notify, q.default_sign_key FROM queue q, system_address sa WHERE q.system_address_id = sa.id AND q.id = 14' Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Found no $ID for 3! Wed Nov 17 16:16:38 2004 error OTRS-CGI-10 Unknown column 'q.default_sign_key' in 'field list', SQL: 'SELECT q.name, q.group_id, q.unlock_timeout, q.system_address_id, q.salutation_id, q.signatu Regards, Jorick Astrego IBM Certified System Administrator - Lotus Notes and Domino Quality On-Line® Hengelosestraat 501 P.O. Box 1414 NL-7500 BK Enschede the Netherlands Phone +31 53 4809090 Fax +31 53 4342040 Internet http://www.qualityonline.com

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Deleting one particular note
by Franz Ferdinand Esberger 17 Nov '04

17 Nov '04

Hi i just searched in db structure cause i wanted to delete exactly _one_ note from a ticket. Anybody who has a proper SQL Query or can tell me in which table i can find this ?? thanks Franz ______________________________________ Inflex - installed on mailserver for domain @technikum-wien.at Queries to: log(a)technikum-wien.at

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Re: [otrs] Software Error Forwarding ticket
by Rouven Homann 17 Nov '04

17 Nov '04

I can confirm this error. I do have the same Software error: Wide character in subroutine entry at path_to_otrs/bin/cgi-bin/../../Kernel/cpan-lib/MIME/Decoder/Base64.pm line 125. cheers Rouven

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Spam-check in Config.pm doens't seem to be working?
by kalldrex-otrs＠yahoo.com 17 Nov '04

17 Nov '04

I put the following into my Config.pm based on what was in the defaults.pm: # Job Name: 5-Spam # (Move spam to spam queue $Self->{'PostMster::PreFilterModule'}->{'5-Spam'} = { Module => 'Kernel::System::PostMaster::Filter::CMD', CMD => '/opt/spamassassin-301/bin/spamassassin | grep -i "X-Spam-Status: yes"', Set => { 'X-OTRS-Queue' => 'spam', }, }; My understanding of this is that if spamassassin gives it the header of X-Spam-Status of yes it will add a X-OTRS-Queue header and set that to spam, so that OTRS sees that and puts it in the spam queue. Am I correct? I am having spam being forwarded to OTRS to test this out but it doens't even have any of the Spamassassin filters in it. When I looked at the headers through OTRS, copied them to a txt file and ran spamassassin on it with all the headers and it got a score of over 5.0. This looks like to me that it's not even running spamassassin at all. Did I do something wrong? --Matthew Shapiro

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Numeric sort on agentStatusView
by Jim Edlin 16 Nov '04

16 Nov '04

With the url: http://[ORTS-server]/otrs/index.pl?Action=AgentStatusView&SortBy=Ticket&Orde r=Down&Limit=&Type=Open the resulting sort is alphabetic, rather than numeric (i.e. a sequence of ... 102, 101, 1001 ... rather than the desired sequence of ... 1001, 102, 101 ...). Is there a way to modify the output so the sort is numeric rather than alpha. (e.g. adding a calculated field to the query where the tn is cast as a number then sorting on that)? --Jim Edlin ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ Jim Edlin Tides, Inc. 415-561-6304 v 415-561-6301 f jedlin(a)tides.org http://www.tides.org

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Re: [otrs] Email Agent on Ticket Close
by Chris Peterson 16 Nov '04

16 Nov '04

I was able to patch the system to send close notifications to agents who have the ticket's queue selected as one of their custom queues, but to do this requires modifications in a couple of places. First, in the defaults.pm file, I added the 'CloseNotify' option to the following code at the end of the mail management options: $Self->{PreferencesView} = { 'Mail Management' => [ 'NewTicketNotify', 'FollowUpNotify', 'LockTimeoutNotify', 'MoveNotify', 'CloseNotify', ], Frontend => [ 'Language', 'Theme', 'QueueViewShownTickets', 'QueueView', 'RefreshTime', 'CreateNextMask', ], 'Other Options' => [ 'Password', 'CustomQueue', 'SpellDict', 'FreeText', 'Comment', ], }; Later in this same file you will need to define this option as such: $Self->{PreferencesGroups}->{CloseNotify} = { Colum => 'Mail Management', Label => 'Close Notification', Desc => 'Send me a notification if a ticket in my custom queues is closed.', Type => 'Generic', Data => $Self->Get('YesNoOptions'), PrefKey => 'UserSendCloseNotification', Activ => 1, }; In the AAAPreferences.dtl file, you should add the following code so that the new option is displayed on the preferences page: $Text{"Close notification"} $Text{"Send me a notification if a ticket in my custom queues is closed."} Finally, in the AgentClose.pm file, I added this code to the run subroutine: foreach($Self->{QueueObject}->GetAllUserIDsByQueueID(QueueID => $QueueID)) { my %UserData = $Self->{UserObject}->GetUserData(UserID => $_); if ($UserData{UserSendCloseNotification}) { $Self->{TicketObject}->SendNotification ( Type => 'Close', UserData => \%UserData, CustomerMessageParams => { Queue => $Self->{QueueObject}->QueueLookup(QueueID => $QueueID) }, TicketID => $Self->{TicketID}, UserID => $Self->{UserID}, ); } } The entire run subroutine as it exists on my system is shown below so you can see where I inserted this: sub Run { my $Self = shift; my %Param = @_; my $Output; # check needed stuff if (!$Self->{TicketID}) { # error page $Output .= $Self->{LayoutObject}->Header(Title => 'Error'); $Output .= $Self->{LayoutObject}->Error( Message => "Can't close Ticket, no TicketID is given!", Comment => 'Please contact the admin.', ); $Output .= $Self->{LayoutObject}->Footer(); return $Output; } # check permissions if (!$Self->{TicketObject}->Permission( Type => 'close', TicketID => $Self->{TicketID}, UserID => $Self->{UserID})) { # error screen, don't show ticket return $Self->{LayoutObject}->NoPermission(WithHeader => 'yes'); } my $Tn = $Self->{TicketObject}->GetTNOfId(ID => $Self->{TicketID}); my $QueueID = $Self->{TicketObject}->GetQueueIDOfTicketID(TicketID => $Self->{TicketID}); if ($Self->{Subaction} eq '' || !$Self->{Subaction}) { # get next states my %NextStates = $Self->{StateObject}->StateGetStatesByType( Type => 'DefaultCloseNext', Result => 'HASH', ); # get possible notes my %DefaultNoteTypes = %{$Self->{ConfigObject}->Get('DefaultNoteTypes')}; my %NoteTypes = $Self->{DBObject}->GetTableData( Table => 'article_type', Valid => 1, What => 'id, name' ); foreach (keys %NoteTypes) { if (!$DefaultNoteTypes{$NoteTypes{$_}}) { delete $NoteTypes{$_}; } } # move queues my $SelectedMoveQueue = $Self->{TicketObject}->GetQueueIDOfTicketID( TicketID => $Self->{TicketID}, ); my %MoveQueues = $Self->{QueueObject}->GetAllQueues( UserID => $Self->{UserID}, Type => 'move', ); # -- # html header # -- $Output .= $Self->{LayoutObject}->Header(Area => 'Agent', Title => 'Close'); # -- # get lock state # -- if (!$Self->{TicketObject}->IsTicketLocked(TicketID => $Self->{TicketID})) { $Self->{TicketObject}->SetLock( TicketID => $Self->{TicketID}, Lock => 'lock', UserID => $Self->{UserID} ); if ($Self->{TicketObject}->SetOwner( TicketID => $Self->{TicketID}, UserID => $Self->{UserID}, NewUserID => $Self->{UserID}, )) { # show lock state $Output .= $Self->{LayoutObject}->TicketLocked(TicketID => $Self->{TicketID}); } } else { my ($OwnerID, $OwnerLogin) = $Self->{TicketObject}->CheckOwner( TicketID => $Self->{TicketID}, ); if ($OwnerID != $Self->{UserID}) { $Output .= $Self->{LayoutObject}->Warning( Message => "Sorry, the current owner is $OwnerLogin!", Comment => 'Please change the owner first.', ); $Output .= $Self->{LayoutObject}->Footer(); return $Output; } } # -- # print form ... # -- #Added by Chris Peterson, 10.04.2004 # #Code to generate close notifications for all agents #that have subscribed to the custom queue in which the #ticket is located foreach($Self->{QueueObject}->GetAllUserIDsByQueueID(QueueID => $QueueID)) { my %UserData = $Self->{UserObject}->GetUserData(UserID => $_); if ($UserData{UserSendCloseNotification}) { $Self->{TicketObject}->SendNotification ( Type => 'Close', UserData => \%UserData, CustomerMessageParams => { Queue => $Self->{QueueObject}->QueueLookup(QueueID => $QueueID) }, TicketID => $Self->{TicketID}, UserID => $Self->{UserID}, ); } } #End of 10.04.2004 addition $Output .= $Self->_Mask( TicketID => $Self->{TicketID}, TicketNumber => $Tn, QueueID => $QueueID, NextStatesStrg => \%NextStates, NoteTypesStrg => \%NoteTypes, MoveQueues => \%MoveQueues, SelectedMoveQueue => $SelectedMoveQueue, ); $Output .= $Self->{LayoutObject}->Footer(); return $Output; } elsif ($Self->{Subaction} eq 'Store') { # store action my $StateID = $Self->{ParamObject}->GetParam(Param => 'CloseStateID'); my $NoteID = $Self->{ParamObject}->GetParam(Param => 'CloseNoteID'); my $Subject = $Self->{ParamObject}->GetParam(Param => 'Subject') || ''; my $Text = $Self->{ParamObject}->GetParam(Param => 'Text') || $Self->{ParamObject}->GetParam(Param => 'Body'); my $TimeUnits = $Self->{ParamObject}->GetParam(Param => 'TimeUnits') || 0; my $DestQueueID = $Self->{ParamObject}->GetParam(Param => 'DestQueueID') || ''; if (my $ArticleID = $Self->{TicketObject}->CreateArticle( TicketID => $Self->{TicketID}, ArticleTypeID => $NoteID, SenderType => 'agent', From => "$Self->{UserFirstname} $Self->{UserLastname} <$Self->{UserEmail}>", Subject => $Subject, Body => $Text, ContentType => "text/plain; charset=$Self->{LayoutObject}->{'UserCharset'}", UserID => $Self->{UserID}, HistoryType => 'AddNote', HistoryComment => 'Close Note added.', )) { # time accounting if ($TimeUnits) { $Self->{TicketObject}->AccountTime( TicketID => $Self->{TicketID}, ArticleID => $ArticleID, TimeUnit => $TimeUnits, UserID => $Self->{UserID}, ); } # set state $Self->{TicketObject}->SetState( UserID => $Self->{UserID}, TicketID => $Self->{TicketID}, ArticleID => $ArticleID, StateID => $StateID, ); # set queue if ($DestQueueID) { $Self->{TicketObject}->MoveByTicketID( TicketID => => $Self->{TicketID}, UserID => $Self->{UserID}, QueueID => $DestQueueID, ); } # set lock $Self->{TicketObject}->SetLock( UserID => $Self->{UserID}, TicketID => $Self->{TicketID}, Lock => 'unlock' ); # redirect my %StateData = $Self->{TicketObject}->{StateObject}->StateGet( ID => $StateID, ); if ($StateData{TypeName} =~ /^close/i) { return $Self->{LayoutObject}->Redirect(OP => $Self->{LastScreenQueue}); } else { return $Self->{LayoutObject}->Redirect(OP => $Self->{LastScreen}); } } else { # error screen $Output .= $Self->{LayoutObject}->Header(); $Output .= $Self->{LayoutObject}->Error( Comment => 'Please contact your admin' ); $Output .= $Self->{LayoutObject}->Footer(); return $Output; } } else { # error screen $Output .= $Self->{LayoutObject}->Header(); $Output .= $Self->{LayoutObject}->Error( Message => 'Wrong Subaction!!', Comment => 'Please contact your admin' ); $Output .= $Self->{LayoutObject}->Footer(); return $Output; } } These are all the modifications that you should need to make to the code. You will need to add a new notification to the notifications table - you should enter Agent::Close in the notification_type field. The downside of modifying the code this way, as I discovered after making these changes is that the close notification is sent when the agent accesses the close ticket page, not when they actually close the ticket. Therefore, if they go to this page and do not actually close the ticket, a false notification will be sent. Perhaps someone else could suggest a cleaner way to implement this. I'm on a tight schedule though, and this was a sufficient fix for my company, so I don't have time to go back and review this code. Hope this helps. Christopher J. Peterson Compulit, Inc (616)285-9590 cpeterso(a)compulit.com

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owner change email notification
by Andrew Blackstone 16 Nov '04

16 Nov '04

Is there a quick shut off for the email notification sent to customers when their tickets change ownership? Let me know! Thanks in advance, Andrew Andrew R. Blackstone Support Technician Homebase Technologies, Inc. 56 Housatonic Street Suite 2 Lenox, MA 01240 ph: (413) 637-1484 email: ablackstone(a)homebasetech.com CONFIDENTIALITY NOTICE The information contained in this email transmission is legally privileged and confidential information intended only for the use of the addressee named above. If the reader of this message is not the intended recipient you are hereby notified that any dissemination, distribution or copying of this email transmission is strictly prohibited. If you have received this email transmission in error, please notify us immediately. Thank you.

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How to Display Locked Tickets to non-owners?
by Jesse Shumaker 16 Nov '04

16 Nov '04

We have three agents who oversee OTRS and all the tickets and I am curious if there is a way for us to each see all of the open tickets. Instead of only seeing the ones which are not owned by anyone or the tickets which are only owned by a particular agent. Does version 1.3.2 address this? I would like it this way so that agents can send e-mail to each other, reminding them of open tickets. They can only do that if they know of them being open. Any help/advice would be appreciated. thanks marshall

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Custom ticket submission form
by Jodi Blumenthal 16 Nov '04

16 Nov '04

I'm seriously considering replacing our existing ticketing software with OTRS. Can you tell me if I can customize the form our customers would use to submit tickets to the system? I looked around the documentation but couldn't find an answer. Thanks, Jodi

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