February 2004 - otrs - OTRS mailing lists

Interfacing OTRS with Bugzilla
by Brice Levy 10 Feb '04

10 Feb '04

Hi, We are using Bugzilla for some time now, and we wanted to have some interaction between OTRS and Bugzilla, so I have coded something quite simple but that fits our needs, and might fit other people's too. I know such interfacing is on the TODO list, but I hope it may help someone, and maybe give ideas to the dev team ? It works that way : in zoom view, you have a new 'bugzilla' link. Click on it to have the bugzilla form, prefilled with the url of the ticket. Whenever a bugzilla user clicks on the url, he will be shown the whole ticket within OTRS. It consists of a new Module Kernel/Modules/AgentTicketAddBug.pm, a new template file : Kernel/Output/HTML/Standard/AgentTicketAddBug.dtl and a modification on Kernel/Output/HTML/Standard/AgentZoomHead.dtl. You should modify AgentTicketAddBug.dtl to adapt it to your bugzilla confiduration (fields options), and you have to set a few variables in Kernel/Config.pm : $Self->{UseBugzilla} = 1; $Self->{BugzillaUrl} = 'http://host.example.com/bugs' ; $Self->{BugzillaUser} = 'bugzilla'; $Self->{BugzillaPassword} = 'bugzillapw' Also note that you have to use HTTP Basic Auth for User Authentification, because the item entered in Bugzilla is a link to the ticket in the form : http://bugzilla:bugzillapw@host.example.com/otrs. Yes, it means you have to create a bugzilla user, with appropriate permissions to the tickets you want to add to bugzilla. I've been using mod_auth_mysql so I can use the DB backend with HTTP Auth, without the need for an .htpasswd. I've tested it on otrs 1.2beta1, 2, 3, and it should run on 1.1.3 also. (files come in attachement) Hope that helps, Brice Levy

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PhoneView question
by henry＠metroweb.co.za 10 Feb '04

10 Feb '04

Hello I must be missing something here - does the facility exist to change the auto-response email sent to a client when you create an entry for an existing ticket using phoneview? I know it uses the default auto-response for a new ticket, but this is incorrect. Where on earth can this be modified, if at all? Any pointers would be appreciated. thanks Henry -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440

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RE: [otrs] Nominations for sponsorship was: PhoneView question
by Covert, Jake 09 Feb '04

09 Feb '04

I would suggest that we set up a poll that the OTRS user community can go to and vote on the items they think are important. I know that some bulletin board software (phpBB, for instance) allows the easy creation of polls. Once the poll is set up, we should have a stated 'Start' and 'Stop' time for gathering submissions as well. Does anyone have any experience setting up a PayPal account that people can drop donations into? ********************************* Jake Covert Infrastructure Analyst Electronic Data Systems PSIC Support Group (586) 986-9698 Work (586) 518-3859 Pager http://www.eds.com ********************************* -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of henry(a)metroweb.co.za Sent: Monday, February 09, 2004 4:48 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Nominations for sponsorship was: PhoneView question >> Particularly useful in event of agent being dead. > > Crikey! Remind me not to come and work for your employers! :) > I am the employer ;-) heh-heh, bastards, (sound of whip slashing sweating backs), row, ROW! -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440 _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Re: [otrs] LDAP/phoneview
by Chad Hemingway 09 Feb '04

09 Feb '04

** Reply Requested When Convenient ** i don't want to see server volumes/objects that are apart of my NDS tree, when i search for a customer and or add a ticket using phone view......how can i do this? Chad G Hemingway WCS Tech Support "If you have any trouble sounding condescending, find a Unix user to show you how it's done." >>> me(a)otrs.de 02/09/04 11:30AM >>> Hi Chad, On Fri, Feb 06, 2004 at 02:45:44PM -0500, Chad Hemingway wrote: > ** Reply Requested When Convenient ** > > Despite specifying the users that are allowed to post tickets through > ldap (eg group cn=otrsusers,o=wcs); when i search for a customer, it > still gives me objects that are located in the tree, rather than just > those users that are located in the specified group... any ideas how to > fix this??? No, the group means only the users who can use the customer panel. Customer users will be still the whole tree. > thanks, > ~chad > > Chad G Hemingway > WCS Tech Support Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication! _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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LDAP/phoneview
by Chad Hemingway 09 Feb '04

09 Feb '04

** Reply Requested When Convenient ** Despite specifying the users that are allowed to post tickets through ldap (eg group cn=otrsusers,o=wcs); when i search for a customer, it still gives me objects that are located in the tree, rather than just those users that are located in the specified group... any ideas how to fix this??? thanks, ~chad Chad G Hemingway WCS Tech Support "If you have any trouble sounding condescending, find a Unix user to show you how it's done."

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Re: [otrs] SQL cleanup script
by Henn, Marina 09 Feb '04

09 Feb '04

On Tue Mar 25 07:19:02 2003, Martin Edenhofer wrote: >Hi, >On Mon, Mar 24, 2003 at 02:23:01PM -0500, Charles R. Rusty Thompson wrote: >> In time I could do this myself but I was wondering if anyone had written a >> cleanup script for the OTRS database. >> >> After the mail, users, etc are set up we have a testing cycle. After that >> testing it would be nice to be able to clear all the cases from the system, >> leaving the core user and setup data intact. If anyone has a scrub script or >> could give some guidelines on what can/should be deleted by force it would >> be great. >delete from article; >delete from article_attachment; >delete from article_plain; >delete from ticket_history; >delete from ticket; >Removes all existing ticket. >> CT > Martin You should "delete from time_accounting;" as well. Not having done this caused some "ghost-tickets" which broke up the correct accounting of time. I'll take a look at the other tables later today, to see if there are more "ghost-tickets" left. Marina __________ Netzlink Informationstechnik GmbH Heinrich-Büssing-Ring 41 D-38102 Braunschweig Telefon: 0531-7073430 Telefax: 0531-7073459 http://www.netzlink.com <http://www.netzlink.com/>

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Error
by Hans Scheffers 09 Feb '04

09 Feb '04

Hi guys, what does this error mean and where can I configure it? It started happening today, with totally 34 connections to postgres and of these 34 9 are otrs connections (using mod_perl, otrs 1.2 beta 1) Message: FATAL: Non-superuser connection limit exceeded grtz -- Hans Scheffers JifLin Automatisering email:hans@jiflin.nl web: http://www.jiflin.nl

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RE: [otrs] Nominations for sponsorship was: PhoneView question
by henry＠metroweb.co.za 09 Feb '04

09 Feb '04

Excellent - there's a couple of days to go before the official release of 1.2 - I'd suggest we see what's included/missing then before we start the ball rolling. We can always ask the OTRS boytjies themselves to get the poll going... if not, well, I suppose I could set something up pronto. Henry > I would suggest that we set up a poll that the OTRS user community can go > to > and vote on the items they think are important. I know that some bulletin > board software (phpBB, for instance) allows the easy creation of polls. > > Once the poll is set up, we should have a stated 'Start' and 'Stop' time > for > gathering submissions as well. > > Does anyone have any experience setting up a PayPal account that people > can > drop donations into? > -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440

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Nominations for sponsorship was: PhoneView question
by henry＠metroweb.co.za 09 Feb '04

09 Feb '04

Great idea, let's start now: My nominations are: 1. NEW ticket facility - without initial email from client. Must be fully configurable re emails sent. 2. PHP port. The current CGI based system is terribly slow (even with mod_per, fastcgi, etc). Because of cost, this may not be an option. 3. Decent management reports - such as per-agent/queue/group reports with graphing. 4. Display last agent note/customer response, etc along with the main ticket content after zooming in. Easier at-a-glance assessment of a ticket. 5. Ability to globally change the 'main menu' labels/titles. Many of the titles are confusing to agents accustomed to other systems. Not a major issue, but a nice-to-have. Those are a few off the top of my head. Please feel free to contribute. Regards Henry Combrinck > We should all pool our money to pay for the development of the top 10 most > requested features. Maybe a paypal donation setup and a poll to indicate > what features are needed the most. > > :-) > > > ********************************* > Jake Covert > www.jakecovert.com > ********************************* > > -----Original Message----- > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of > henry(a)metroweb.co.za > Sent: Saturday, February 07, 2004 3:50 AM > To: User questions and discussions about OTRS. > Subject: RE: [otrs] PhoneView question > >> Hi Henry, >> >>> >>> Probably not too well - we're using 1.2 beta and it's not there... :-( >>> >> >> It would be a real shame if we didn't get this functionality. It seems >> so >> crucial to the system being fully featured to us. I wish I was in a >> financial position to sponsor someone adding it to the project, however >> we're all non-profit over here. >> > > Yup. I wonder what kind of money we're talking about? The above plus a > few productivity features would be *really* useful. Could someone from > the developer team respond re some more details (amounts), etc? > > We'd be willing to contribute financially - depending on the amount (and > the current exchange rate which will play a HUGE role). > > > -------------------------------------------------------- > This message was sent using MetroWEB's AirMail service. > http://www.metroweb.co.za/ - full access for only R59. > Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails > Phone Now! 086 11 11 440 > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440

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Re: [otrs] Nominations for sponsorship was: PhoneView question
by henry＠metroweb.co.za 09 Feb '04

09 Feb '04

>> 1. NEW Ticket function > Well.. this is what I use PhoneView for? Then you're aware of the fact that the system sends emails (as if in response to a client-initiated email - which is incorrect) when you use PhoneView? This is not desirable. Also, using 'PhoneView' for something unrelated is just plain confusing. Especially in large helpdesk setups - imagine having to train people with this kind of confusing terminology. > >> 2. PHP port. > I can only assume you're pushing a hell of a lot more tickets than I do.. > because it isn't slow for me? [shrug] Yup, it's slow. Especially when compared to PHP. Also, it's not only a speed issue, but also one of maintaining/modifying the system. PHP would be vastly superior. CGI-smeegee-eye. > > Mostly agree with the other points though :) Excellent - do you have any other ideas to add to the wishlist? > > Regards, > Phillip Baker > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R59. Free WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails Phone Now! 086 11 11 440

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