May 2006 - otrs - OTRS mailing lists

RE: [otrs] funny charectors
by Mamakwa M. Sefiri 17 May '06

17 May '06

Is there other chatset that I can use besides 'iso-8859-1' and 'utf-8'. I tried this two variables the both does not work -----Original Message----- From: Nils Breunese (Lemonbit Internet) [mailto:nils@lemonbit.nl] Sent: 15 May 2006 01:02 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] funny charectors Mamakwa M. Sefiri wrote: > I am getting funny characters on the emails send to the system. > > > > I have put in $self ->{'DefaultChatset'}; in Config.pm, I thought > the problem will be solved. It is DefaultCharset and you have to give the variable a value. I have this set: $Self->{DefaultCharset} = 'iso-8859-1'; Instead of iso-8859-1 you can set the charset you need. Nils Breunese._______________________________________________ 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/

1 0

Statistic extensions (considering TimeWorkingHours)
by Alexander Scholler 17 May '06

17 May '06

Hi all, often discussed on the lists (english as well as german): the availability of statistic extensions on OTRS. I now wrote some extensions posted in this mail. This is the approach I followed: 1) Basically I had to understand the DB-schema ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png 2) Then I did some pure SQL statistic analysis within OpenOffice Base with JDBC-bridge to the MySQL-DB (note: this Base-DB can be used excellently under Windows and Linux! - try this with M$-Office). 2a) The problem is that TimeDifferences (eg. how long did it takes to act on a new ticket) are always calculated hard, meaning "DateWhenActing minus DateWhenNew" is not really a good measurement because the support time of the service desk team is not considered. The gap in seconds within the support time (defined in TimeWorkingHours and others on OTRS) can be calculated within OTRS through Kernel::System::Time->WorkingHours, see http://dev.otrs.org/2.0/Kernel/System/Time.html#item_workingtime (sorry for that syntax, I'm not a perl expert). So I had to bring my Base-SQL-statements into the OTRS statistic framework to use the time-function provided by OTRS. 2b) I took ~/Kernel/Systems/Stats/* as templates and created my own extensions. Some of them are attached to this mail. You have to copy the *.pm-Files to the proper location and extend your ~/Kernel/Config/Files/Ticket.xml (to let OTRS know that there are extensions). Would you please give me feedback * if the SQL-statements are correct * if the work I've done follows the right way I think many of you have waited for the statistics I provide. If you extend my statistics, please also publish your work done. Consider that changes you make to statistics don't affect if UseResultCache = 1. WriteCache on State_Changes_Specific.pm could be applied due to the logic, but cache-distinction upon different selected states is not supplied by OTRS (it only considers Month and Year). Sorry about the german/english-mix used within the files. Now, some questions coming up during my work: I) In Status_Changes.pm the code does * make the sql-query * calculate time within support time * does some data-grouping through perl The problem is that I had to expensively (for me!) code the data-grouping in perl. MySQL could do this job much better and more efficient. But how can the WorkingHours-function of OTRS be brought to MySQL? Ia) by writing an MySQL stored-procedure/function, first available on v5.0. The problem with this approach is that the service-time must be maintained in OTRS and in the MySQL-function => this could be done in further OTRS version through OTRS itself with it's DB-access. Ib) by giving the modified time data from OTRS back to MySQL. Out of OTRS a temporary table could be created which would be filled with the modified time data through OTRS. Data-analyses (e.g. grouping) could be done on this table. What do you think about these approaches? II) I wanted to do some modification over all statistics. So I edited ~/Kernel/Modul/SystemStats.pm. But I couldn't notice any output-changes upon code changes (beside wrong syntax: this was reported by an error). Where or how must the statistic output module be edited? Bye, Alex <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn4" Required="0" Valid="1"> <Description Lang="en">duration of states</Description> <Description Lang="de">Dauer der Stati</Description> <Group>Ticket</Group> <SubGroup>Core::Stats</SubGroup> <Setting> <Hash> <Item Key="Name">Status-Verweildauer</Item> <Item Key="Module">Kernel::System::Stats::State_Changes</Item> <Item Key="Desc">Gibt an, wie lange die einzelnen Stati bestehen bleiben. Es werden alle Stati betrachtet, die innerhalb des gewuenschten Zeitraumes beendet wurden.</Item> <Item Key="UseResultCache">1</Item> <Item Key="Output"> <Array> <Item>Print</Item> <Item>CSV</Item> </Array> </Item> <Item Key="OutputDefault">Print</Item> </Hash> </Setting> </ConfigItem> <ConfigItem Name="SystemStatsMap###Ticket::StatsOwn5" Required="0" Valid="1"> <Description Lang="en">duration of specific state</Description> <Description Lang="de">Dauer eines speziellen Status</Description> <Group>Ticket</Group> <SubGroup>Core::Stats</SubGroup> <Setting> <Hash> <Item Key="Name">Status-Verweildauer (spezifische Einzelbetrachtung)</Item> <Item Key="Module">Kernel::System::Stats::State_Changes_Specific</Item> <Item Key="Desc">Zeigt alle Verweildauern des ausgewählten Status a. (Status muss im ausgewaehlten Monat abgeschlossen worden sein.</Item> <Item Key="UseResultCache">0</Item> <Item Key="Output"> <Array> <Item>Print</Item> <Item>CSV</Item> </Array> </Item> <Item Key="OutputDefault">Print</Item> </Hash> </Setting> </ConfigItem>

1 0

Customer and Compay ticket
by Mamakwa M. Sefiri 17 May '06

17 May '06

Can someone please explain to me the difference between Customer and Company tickets Thanks Mamakwa

2 1

New Account E-mail verification protection
by s taylor 16 May '06

16 May '06

Hello. Is there a method that can be invoked to require new signups to have to verify via a link in their new account E-mail so to prevent spam of someone signing up new accounts with fake E-mail addresses? Also, could image verification be added as a feature before new accounts forms can be submitted and/or resubmitted? In a number of online software applications now, either one or both of these are available as options. Thanks.

1 0

permissions problems
by Leonardo Ascenso 16 May '06

16 May '06

hi all! 1. I have installed otrs at /opt/otrs/ with user otrs and group nobody (apache run as). 2. I have ran bin/SetPermissions.sh otrs nobody nobody nobody in orther to set permissions. 3. I made https.conf changes: <VirtualHost ... User site99 Group site99 Alias /otrs-web/ /opt/otrs/var/httpd/htdocs/ ScriptAlias /otrs/ /opt/otrs/bin/cgi-bin/ ... </VirtualHost> When I try to access I get this error: Forbidden You don't have permission to access /otrs/installer.pl on this server. (403 error) error_log shows: [Tue May 16 17:38:40 2006] [error] [client 83.240.219.110] (13)Permission denied: access to /otrs/installer.pl failed because search permissions are missing on a component of the path suexec_log shows nothing on this file. I'm running Apache/1.3.34 and RH. regards. _______________________________________________________________________________________ Ate 4500 euros para o que desejar! Saber mais em http://www.iol.pt/correio/rodape.php?dst=0601271

2 1

Forwarding responses, tags
by ph＠rook.cz 16 May '06

16 May '06

Hello, I'm mostly succesfully trying to clench OTRS into our workflow, OTRS feels comfortably in hand. One issue I've stumbled upon is that our workflow includes frequent forwarding of incoming mail and awaiting for external response (all of which belongs under one ticket). Is there possibility to define "templates", just like Responses for replying, for Forwarding an article? Second one - there are option tags like <OTRS_FIRST_NAME> and so on, does some tag exist to insert ticket freetext tags into template? Thanks in advance. -- ,-._,--..__,.-' | Pavel Kácha | ph(a)rook.cz `-._,--.

1 0

RE: [otrs] ticket attachment
by La Scala, Giovanni 16 May '06

16 May '06

What's the table and the field to set in the db? Giovanni ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Volker.Lipper(a)de.mecglobal.com Sent: martedì 16 maggio 2006 11.10 To: User questions and discussions about OTRS.org Subject: Re: [otrs] ticket attachment did you set the size in the db too? if you use db as the storing location.... have a look at the error log. Li otrs-bounces(a)otrs.org schrieb am 16.05.2006 11:13:18: > Hi, > > when i send a ticket with an attachment, this ticket arrive to > destination without the file attached. > I have configured the max size to 5M and this problem occurs when I > attached a file of more 1M. > What's wrong? > Thanks, > > Giovanni > _______________________________________________ > 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/

2 1

ticket attachment
by La Scala, Giovanni 16 May '06

16 May '06

Hi, when i send a ticket with an attachment, this ticket arrive to destination without the file attached. I have configured the max size to 5M and this problem occurs when I attached a file of more 1M. What's wrong? Thanks, Giovanni

2 1

Authentication User
by La Scala, Giovanni 16 May '06

16 May '06

Hi, Can I use Authentication with LDAP and DB in the same otrs application? For example: When I insert username and password otrs must check the user before with LDAP and if he doesn't appear in LDAP the application must check in DB. Then if the two authentication are failed the application give the usual message of authentication failure. Thanks, Giovanni La Scala Advanced Global Solution AGS S.p.A. Area Software Factory Via Inama, 17 - 20133 Milano Baluardo Partigiani, 2 - 28100 Novara Tel.: 02.89.69.86.00; Fax: 02.89.69.86.10 E-mail: giovanni.lascala(a)ags-it.com Http://www.ags-it.com <http://www.ags-it.com/>

1 0

Re: [otrs] Re: ticket time units
by Brigitte Calderwood 15 May '06

15 May '06

1 0