December 2005 - otrs - OTRS mailing lists

Re: [otrs] Customer Add: More input type's then text
by Shawn Holland 06 Dec '05

06 Dec '05

No takers? No one has been able (or tried) to modify the dtl's to allow somethign other then an input type of text (maxlen 60, size 35) for the customer user input screen? On Sunday 04 December 2005 8:08 pm, Shawn Holland wrote: > Hey, > > I have followed Keith Turner's example of how to modify the customer form > to have aditional information. BTW works great! > > I have copied the CustomerUser object from Defaults.pm into Config.pm > > I have modified the mapping to include > > [ 'Misc', 'Misc', 'misc', 1, 1, 'text', '', 0 ], > > Using phpMyAdmin I have modified the customer_user table > > SQL query: > ALTER TABLE `customer_user` ADD `misc` TEXT CHARACTER SET latin1 COLLATE > latin1_swedish_ci; > > ALTER TABLE `customer_user` ADD FULLTEXT ( > `misc` > ); > > Now I don't know much about different data types and I wanted to have a lot > of text for this added field so thats why I used type TEXT with FULLTEXT. > Correct me if I'm wrong please. > > I am able to add information into that field through AdminCustomerUser link > no problem. > > But what I'm having a hard time trying to modify is the input type. It > seems to default to: > > <input type="text" name="Misc" value="" size="35" maxlength="60" > > > I would like to use a text area as this field needs a lot of room. > > I tried modifying AdminCustomerUserForm.dtl and in the  section I tried adding my own: > > !-- dtl:block:Misc --> > <tr> > <td class="contentkey">$Text{"$Data{"Label"}"} > $Text{"$QData{"Key"}"}:</td> > <td class="contentvalue"><textarea name="$QData{"Name"}" > value="$QData{"SelectedID"}" rows="6" cols="40"></TEXTAREA></td> > </tr> >  > > But this didn't make any difference. It doesn't seem that modifying > anything in here has a change on the input screen. > > It keeps using the  instead of my > specified block. > > Has anyone else successfully done this? > > Regards, > > Shawn Holland > _______________________________________________ > 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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Which table contains...
by Jeff Baughn 06 Dec '05

06 Dec '05

the body of each ticket, i.e. all of the agent's comments or user's email message? I looked through the ticket table and couldn't find them, nor in the article table. Which table and which field is it? Also, which table contains the abbreviated ticket history that appears in the ticket zoom view above the ticket? Which field? Thank you. -Jeff

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Oracle Script
by Florent Guiliani 06 Dec '05

06 Dec '05

Hi all, I'm tryng to install OTRS 2.0.4-01 with Oracle 8.1.7.4. The script otrs-schema.oracle.sql failed on : CREATE SEQUENCE standard_response_attachment_seq; with the error: ORA-00972: identifier is too long On Oracle identifer are limited to 30 char so who is wrong? Florent,

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disabling lock state completely
by Florian 05 Dec '05

05 Dec '05

Hi, Is there a way to completely disable the lock functionnality ? I want tickets to be always unlocked... If it's also possible to remove the tickets' owner functionnality : i don't need it as all my tickets are processed by different agents Thanks ! -- Florian

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AW: AW: [otrs] OTRS just as long as you do not have 64 bit ARC
by shawn.beasley＠dlh.de 05 Dec '05

05 Dec '05

Thanks again, ....(man I love this mailing list). Yeah, in the mean time I will route my box over the internet gateway directly. But, for general info, I have found the required parameter to reset CPAN root # perl -MCPAN -e shell cpan> o conft init This will allow you to manually reconfigure CPAN. I will try the manual routing to see if this help when I do not go over the proxy. Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Constantin V. Boulatnikoff Gesendet: Montag, 5. Dezember 2005 08:52 An: User questions and discussions about OTRS.org Betreff: Re: AW: [otrs] OTRS just as long as you do not have 64 bit ARC shawn.beasley(a)dlh.de wrote: > Thanks, > > I was so far, but was not sure how to get around my firewall because we only have an internet proxy. Is it possible to reconfigure CPAN, when I have configured it incorrectlyß > > Does anyone know what ports CPAN uses? CPAN uses standart ftp/http clients which it has found during configuration, like ftp, ncftp, wget, lynx, etc.. at my box CPAN configuration resides in /usr/local/lib/perl5/5.8.7/CPAN/Config.pm I think you can remove configuration file and CPAN will start configuration dialog during next run. _______________________________________________ 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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AW: [otrs] OTRS just as long as you do not have 64 bit ARC
by shawn.beasley＠dlh.de 05 Dec '05

05 Dec '05

Thanks, I was so far, but was not sure how to get around my firewall because we only have an internet proxy. Is it possible to reconfigure CPAN, when I have configured it incorrectlyß Does anyone know what ports CPAN uses? Vielen Dank, Shawn Beasley Support - IT -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Constantin V. Boulatnikoff Gesendet: Montag, 5. Dezember 2005 07:46 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] OTRS just as long as you do not have 64 bit ARC shawn.beasley(a)dlh.de wrote: > Dear Support Chain, > > > > I an interesting combination. I have setup and sucessfully configured a > OTRS server on SuSE 9.3 32 bit system. Now, my boss has ordered 64 bit > servers. I now cannot find a version of the perl-GD software that will > run on the box. The only version I have found wants to have perl 5.8.5 > and SuSE installed 5.8.6* Can anyone help me find the right combination > of SuSE for 64 bit ARC and perl-GD. I think that this question might be > a little too end ARC specific, but I will as anyway as I have spent the > entire day freezing in the server room trying to get the box to install > OTRS. Thanks for any response to this somewhat unusual request. Try to install GD::* Perl modules via CPAN. run 'perl -MCPAN -e shell' and issue following commands in the CPAN shell: install GD install GD::Text install GD::Graph install GD::Graph::lines install GD::Text::Align If some of this commands generates errors during the 'make test' try to force-install by issuing 'force install' instead of 'install'. I've installed GD Perl modules via 'force install' due to errors, but everything works fine in OTRS. _______________________________________________ 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] Customer Info in Ticket Zoom
by Wim Fournier 05 Dec '05

05 Dec '05

Shawn Holland wrote: >On Friday 02 December 2005 3:35 am, Wim Fournier wrote: > > >>Hi, >> >>Use the FreeText field already in OTRS. Don't add it to the database >>yourself. >>Have a look at the conversation with the subject: "Small Customization >>of Customers and Tickets" I had before. It explains how to do this. >> >> > > >Yes I did use the FreeText for the ticket modification and it worked >perfectly. Again Thank you very much for the pointer. The only problem is >that there is no field in the cutomer table that would support extra >information. (especially where I have to add about 10 fields) If I used >FreeText I would still have to add fields to the customer table in the DB. >Unless you know of another way to do it? > > > The only way I can think of is reverse track an existing field. So take a field that belongs to the object customer and track it back into the database. Then you will find out how it works and you can add your own. Grtz, Wim

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OTRS just as long as you do not have 64 bit ARC
by shawn.beasley＠dlh.de 05 Dec '05

05 Dec '05

Dear Support Chain, I an interesting combination. I have setup and sucessfully configured a OTRS server on SuSE 9.3 32 bit system. Now, my boss has ordered 64 bit servers. I now cannot find a version of the perl-GD software that will run on the box. The only version I have found wants to have perl 5.8.5 and SuSE installed 5.8.6* Can anyone help me find the right combination of SuSE for 64 bit ARC and perl-GD. I think that this question might be a little too end ARC specific, but I will as anyway as I have spent the entire day freezing in the server room trying to get the box to install OTRS. Thanks for any response to this somewhat unusual request. A little bit of info: rpm -ivh perl-GD-<version> perl-GD-1.38-105.i386.rpm error: Failed dependencies: libgd.so.4 is needed by perl-GD-1.38-105 libpng.so.2 is needed by perl-GD-1.38-105 perl-GD-2.05-54.i586.rpm error: Failed dependencies: pilot-mailsync is needed by pilot-mailsync-jpilot-0.7.2-30 jpilot is needed by pilot-mailsync-jpilot-0.7.2-30 libcrypto.so.0.9.6 is needed by pilot-mailsync-jpilot-0.7.2-30 libssl.so.0.9.6 is needed by pilot-mailsync-jpilot-0.7.2-30 perl-GD-2.16-3.1.x86_64.rpm error: Failed dependencies: perl = 5.8.5 is needed by perl-GD-2.16-3.1 rpm -ivh otrs-2.0.3-01.i386.rpm error: Failed dependencies: perl-GD is needed by otrs-2.0.3-01 perl-GDGraph is needed by otrs-2.0.3-01 perl-GDTextUtil is needed by otrs-2.0.3-01 AAAAAHGGGGG. :-) Thank you, Shawn Beasley Support - IT Cargo Future Communications GmbH Building 1335 55483 Airport Hahn Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.com <http://www.cfc-callcenter.com/>

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Customer Add: More input type's then text
by Shawn Holland 05 Dec '05

05 Dec '05

Hey, I have followed Keith Turner's example of how to modify the customer form to have aditional information. BTW works great! I have copied the CustomerUser object from Defaults.pm into Config.pm I have modified the mapping to include [ 'Misc', 'Misc', 'misc', 1, 1, 'text', '', 0 ], Using phpMyAdmin I have modified the customer_user table SQL query: ALTER TABLE `customer_user` ADD `misc` TEXT CHARACTER SET latin1 COLLATE latin1_swedish_ci; ALTER TABLE `customer_user` ADD FULLTEXT ( `misc` ); Now I don't know much about different data types and I wanted to have a lot of text for this added field so thats why I used type TEXT with FULLTEXT. Correct me if I'm wrong please. I am able to add information into that field through AdminCustomerUser link no problem. But what I'm having a hard time trying to modify is the input type. It seems to default to: <input type="text" name="Misc" value="" size="35" maxlength="60" > I would like to use a text area as this field needs a lot of room. I tried modifying AdminCustomerUserForm.dtl and in the  section I tried adding my own: !-- dtl:block:Misc --> <tr> <td class="contentkey">$Text{"$Data{"Label"}"} $Text{"$QData{"Key"}"}:</td> <td class="contentvalue"><textarea name="$QData{"Name"}" value="$QData{"SelectedID"}" rows="6" cols="40"></TEXTAREA></td> </tr>  But this didn't make any difference. It doesn't seem that modifying anything in here has a change on the input screen. It keeps using the  instead of my specified block. Has anyone else successfully done this? Regards, Shawn Holland

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Odd number of elements errors in cronjob's
by Jon Fanti 04 Dec '05

04 Dec '05

Hi, I've installed OTRS 2.0.4 on a CentOS4 server (x86_64). I used the tar ball rather than RPM. Our cronjob's worked fine until I started to add custom configs to Config.pm. I am now getting this error generated every time a cronjob is ran: "Odd number of elements in anonymous hash at /opt/otrs/Kernel/Config.pm line 113. Odd number of elements in anonymous hash at /opt/otrs/Kernel/Config.pm line 113, <PRODUCT> line 4." All I have setup is LDAP authentication for admin and customer users. The only reference I could find to this error is if you are using OTRS 1.3 style config options on a OTRS 2.0 install. Here is my Config.pm: --- package Kernel::Config; # -- sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{'DatabaseHost'} = 'localhost'; # Database # (The database name.) $Self->{'Database'} = 'otrs'; # DatabaseUser # (The database user.) $Self->{'DatabaseUser'} = 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{'DatabasePw'} = 't1ddl3s'; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "DBI:mysql:database=$Self->{Database};host=$Self->{Da tabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/opt/otrs'; # **************************************************** # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # **************************************************** # # $Self->{SessionUseCookie} = 0; # $Self->{'CheckMXRecord'} = 1; # **************************************************** # # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ $Self->{'SystemID'} = 10; $Self->{'SecureMode'} = 1; $Self->{'Organization'} = 'UBC Media Group'; $Self->{'LogModule::LogFile'} = '/tmp/otrs.log'; $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'FQDN'} = 'support.unique.com'; $Self->{'DefaultLanguage'} = 'en'; $Self->{'DefaultCharset'} = 'iso-8859-1'; $Self->{'AdminEmail'} = 'help(a)unique.com'; #LDAP Auth for Users (NOT admin) $Self->{CustomerUser} = { Name => 'eDirectory NDS', Module => 'Kernel::System::CustomerUser::LDAP', Params => { Host => '213.86.7.196', BaseDN => 'ou=USERS, o=UBC', SSCOPE => 'sub', UserDN => '', UserPw => '', }, CustomerKey => 'uid', CustomerID => 'mail', CustomerUserListFields => ['uid', 'cn', 'mail'], CustomerUserSearchFields => ['uid'], CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], CustomerUserExcludePrimaryCustomerID => 0, Map => [ [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ], [ 'UserLogin', 'Login', 'uid', 1, 1, 'var' ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ], [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ], ], }; $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = '213.86.7.196'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'ou=USERS, o=UBC'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; $Self->{'Customer::AuthModule::LDAP::Params'} = { port => 389, version => }; #Admin User LDAP $Self->{'AuthModule'} = 'Kernel::System::Auth::LDAP'; $Self->{'AuthModule::LDAP::Host'} = '213.86.7.196'; $Self->{'AuthModule::LDAP::BaseDN'} = 'ou=UIL, ou=USERS, o=UBC'; $Self->{'AuthModule::LDAP::UID'} = 'uid'; $Self->{'AuthModule::LDAP::Params'} = { port => 389, version => 3, }; #Customer Groups $Self->{'CustomerGroupSupport'} = '1'; $Self->{'CustomerGroupAlwaysGroups'} = [ 'users', 'info' ]; } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); $VERSION = '$Revision: 1.16 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; # -----------------------------------------------------# 1; ---- Many thanks in advanced, Jon Fanti.

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