August 2007 - otrs - OTRS mailing lists

Problems upgrading to 2.2.2
by Miguel Angel Bayona Pérez 03 Aug '07

03 Aug '07

Hi, I´ve just upgraded to 2.2.2 from 2.2.1 (plus ITSM 1.0.2). I run the update script and I´ve found out sthe following problem: When I try to create a new service (I did creates services with 2.2.1) I receive the following error: Message: Need TypeID! Traceback (21636): Module: Kernel::System::Service::ServiceAdd (v1.11) Line: 334 Module: Kernel::Modules::AdminService::Run (v1.6) Line: 167 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 Any idea what I´m missing? Regards, Miguel Angel -- --------------------------- Miguel Angel Bayona Pérez OPT Sistemas Avda. de los Prunos 11 28042 Madrid T. +34 913 717 710 M. +34 639 197 571 mabayona(a)optsistemas.com http://www.optsistemas.com ---------------------------

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Creating a scalar in Config.pm and using in AgentTicketMailbox.pm
by Dan King 03 Aug '07

03 Aug '07

Hi, I want to create a scalar in Config.pm something like $Self->{'AgentTicketMailboxView'} = 'From To Cc Type Subject' And then use the value to select which fields are displayed in the agent ticket mailbox, the line of code would be as follows foreach(qw($Self->{'AgentTicketMailboxView'})) {... I then restart apache and load the locked ticket page. When the page loads the normal view for the tickets has changed but instead of inserting the Type which is what my goal is the fields for From To Cc Subject have all disappeared and nothing is displayed on the left half of each ticket. Thanks for any help offered. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

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Customer comment field.
by Dan King 03 Aug '07

03 Aug '07

I would like to make the customer comment field larger so it can handle multiple lines of text. I know I have to change the varchar size on the database. But how to I make the text field multiple lines when it is viewed in the browser? Thanks for the help. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

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Graphing Tickets Per Customer
by TPC 03 Aug '07

03 Aug '07

Hey there :) New user of OTRS here, been tinkering with it for a few months or so - I'm just wondering if anyone has made a static-stat for graphing number of tickets per customer. It's something to show like.. Client A - 5 tickets in queue X, 7 tickets this queue Y Client B - 2 tickets in queue X, 3 tickets in queue Y etc. I've seen one posted here about 6 months ago through the mailing list archives, and have tried to contact that person since, but to no avail. :( Anyone has such a setting for their own OTRS? Also, I'm wondering if it intentional or if I missed a setting or two - the queues and subqueues - shouldn't the queue have a total cumulative count of all the tickets within the subqueues ? If there was an option to enable this, or to have it enabled for graphing that'd be great too. Currently they seem to be like two distinct queues and have no relation with each other numerically aside from a parent-child-like relationship. Thanks! p/s : I'm currently running 2.2.1 and it's great :) Regards KP ____________________________________________________________________________________ Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. http://mobile.yahoo.com/mobileweb/onesearch?refer=1ONXIC

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test reject
by Tobias Luetticke 03 Aug '07

03 Aug '07

test

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test reject
by Tobias Luetticke 03 Aug '07

03 Aug '07

test

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OTRS group logic
by James Gorz 02 Aug '07

02 Aug '07

Hello, Can anyone give me a breakdown of the group permission logic for client logins. It seems that we can give a client the same group membership as our sysadmins, and they have access to ALL of the queues under that group. Seems to be all or nothing. How can we give one group read only access to certain queues, while another has read/write. It looks like there is only one "group" option per queue. The documentation on the site doesn't go into much detail. Thanks, James G Sr. Systems Administrator Cavecreek Systems Administration Team http://www.cavecreek.net <http://www.cavecreek.net/> 24-hour technical support: support(a)cavecreek.net 480.449.7750 We welcome feedback on your customer service experience. Please send a message to qc(a)cavecreek.net

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RE: [otrs] Adding a database field
by Dan King 02 Aug '07

02 Aug '07

Okay, if you look under the Defaults.pm file you will see a section under the comment "CustomerUser stuff". The customer is configured there starting with the line "Self->{CustomerUser}". The line that says "Map => [" is the start of parameters for the customer user. All you have to do is add a line for the expiration date as well as add the field into your database. Sorry I am unsure about the rest of the question. Having it change a customer to be invalid automatically is beyond my knowledge but possible you could create a GenericAgent that could do this that will run once every night. Hope that helps. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci. ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jonathon Sent: August 2, 2007 2:45 PM To: 'User questions and discussions about OTRS.org' Subject: [otrs] Adding a database field I need to add an expiration date to the customer_user table. I need to figure out how to add the expiration date to the Customer_User interface and automatically set a user to invalid when that date arrives? Any ideas from anyone on how to do this?

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Adding a database field
by Jonathon 02 Aug '07

02 Aug '07

I need to add an expiration date to the customer_user table. I need to figure out how to add the expiration date to the Customer_User interface and automatically set a user to invalid when that date arrives? Any ideas from anyone on how to do this?

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Ticket types not functioning properly.
by Dan King 02 Aug '07

02 Aug '07

Hi list, I wanted to use the new functionality to assign types to tickets but I have it to be very buggy or not working 100% as far as I can tell. I am hoping someone can point me in the right direction to make some changes either in code or somewhere in sysconfig. The first thing that really needs to be done is for a default type to be assigned. Right now I think the first type I created is being assigned to every ticket. This annoyed me so I made all the types I created to be invalid but for some reason new tickets that come in are still given the first type that I created. The second thing that I would like to accomplish is to modify the type functionality so emails sent to different address are assigned certain types. I am new to developing in OTRS so any help or initial guidance will be greatly appreciated. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca <http://www.carms.ca> ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci.

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