August 2008 - otrs - OTRS mailing lists

sso implementation on windows
by Patrick Schiess 12 Aug '08

12 Aug '08

[i can't believe that there is no sso installation out there with OTRS and windows] hi, does anyone of you guys have an working sso implementation of OTRS on windows? i would be glad if someone of you could give me detailed help on how to realize this feature, as i am struggling with it and can't find any helps on the internet. thanks. regards, patrick.

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Re: [otrs] Exploring OTRS
by Tony Pagliaroli 12 Aug '08

12 Aug '08

Why not just put some free text fields in the ticket and allow your agents to log in, enter the start/end time for their activities, then sum that up in a report? Or is what you're trying to do a bit more complex than that? -----Original Message----- Message: 3 Date: Mon, 11 Aug 2008 14:21:33 -0600 From: Aaron Spurlock <aarons(a)technovationdesign.com> Subject: [otrs] Exploring OTRS To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: The other part, though, has me a little stumped in my searching about the Internet regarding OTRS. I'd also like to be able to track the visit itself as a time unit. This is different from time spent on a ticketed item itself, as any that are worked on during a visit don't really have a time applied to them. We might work on 5 different items during a visit, and trying to split time up between them becomes difficult. That is where we would like to just track time for the visit (arrived at.... left at....).

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Cron Warnings
by Dave Wojciechowski 12 Aug '08

12 Aug '08

Any one know why i'm getting these warnings on the pop3 cronjobs? WARNING: nonstandard use of escape in a string literal at character 196 HINT: Use the escape string syntax for escapes, e.g., E'\r\n'. WARNING: nonstandard use of escape in a string literal at character 382 HINT: Use the escape string syntax for escapes, e.g., E'\r\n'. WARNING: nonstandard use of escape in a string literal at character 169 HINT: Use the escape string syntax for escapes, e.g., E'\r\n'. WARNING: nonstandard use of escape in a string literal at character 169 HINT: Use the escape string syntax for escapes, e.g., E'\r\n'. Thanks I'm Wojo ________________________________ Morgan's Foods Inc. 4531 Belmont Ave # A Youngstown, OH 44505 Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

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Exploring OTRS
by Aaron Spurlock 11 Aug '08

11 Aug '08

I am exploring different ticketing systems and finding that one component we really need is not found in virtually any of them. I really like OTRS due to the mature communications structure, and wanted to see if anyone has any suggestions for whether OTRS is a good fit for what we need. We currently perform scheduled IT service for clients. At this point, OTRS fits perfectly, because it gives clients the ability to submit their own tickets, set their priority, and receive feedback on the service being done. There are 2 things I am seeking that I'm not 100% sure about with OTRS. The first can probably be done by someone with some SQL and reporting skills. I'd like to be able to put together a summary of a visit to a client, in order to put together their monthly bill. It would allow them to see what was done during a particular visit. As the work done in OTRS is timestamped, I assume we could build a report that would let them see what is done when. The other part, though, has me a little stumped in my searching about the Internet regarding OTRS. I'd also like to be able to track the visit itself as a time unit. This is different from time spent on a ticketed item itself, as any that are worked on during a visit don't really have a time applied to them. We might work on 5 different items during a visit, and trying to split time up between them becomes difficult. That is where we would like to just track time for the visit (arrived at.... left at....). I'm almost beginning to think we need to have a separate app developed that allows basic time tracking (time sheet?) in this manner, then tie together a MySQL query that will take the time of the visit from the "timesheet" app and find all the work done for the client during that time... Does anyone have any experience with using OTRS in this manner? Is it all doable inside OTRS itself, or am I looking at tying a few different systems together? If so, does anyone have a good suggestion for a "timesheet" app that would allow us to track time spent at a client location?

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Problem with Custom TicketCreate Event Module
by Shue, Daniel G. 11 Aug '08

11 Aug '08

Hi folks, I got a problem with a custom TicketCreate module that I'm working on. Basically, what I want to do is on a TicketCreate is send a NewTicket notification to all the agents that has selected the queue the ticket is assigned to as "My Queues" even if the ticket was assigned an owner. Of course this is built right into OTRS for tickets that are unlocked, but we sometimes use OTRS to log simple tasks and assign the ticket to ourselves. So I have this working... see below. However, the only problem that I have is the notification itself contains no information other than the queue it is. It's missing the customer info, the article body... all the good stuff. I'm thinking that maybe the article has not been created yet and it's an order thing? I'm not very Perl savvy so any help would be greatly appreciated! ######################################################################## ################# package Kernel::System::Ticket::Event::EmailHelpDeskSuper; use strict; use Kernel::System::User; use Kernel::System::Email; use Kernel::System::Queue; use vars qw($VERSION); $VERSION = '$Revision: 1.4 $'; $VERSION =~ s/^\$.*:\W(.*)\W.+?$/$1/; sub new { my $Type = shift; my %Param = @_; # allocate new hash for object my $Self = {}; bless ($Self, $Type); # check needed objects foreach (qw(DBObject ConfigObject LogObject TicketObject)) { $Self->{$_} = $Param{$_} || die "Got no $_!"; } # 0=off; 1=on; $Self->{Debug} = $Param{Debug} || 1; $Self->{UserObject} = Kernel::System::User->new(%Param); $Self->{EmailObject} = Kernel::System::Email->new(%Param); $Self->{QueueObject} = Kernel::System::Queue->new(%Param); return $Self; } sub Run { my $Self = shift; my %Param = @_; # get ticket data my %Ticket = $Self->{TicketObject}->TicketGet(%Param); # check needed stuff foreach (qw(TicketID Event Config)) { if (!$Param{$_}) { $Self->{LogObject}->Log(Priority => 'error', Message => "Need $_!"); return; } } if ($Param{Event} eq 'TicketCreate') { my %Ticket = $Self->{TicketObject}->TicketGet(TicketID => $Param{TicketID}); #if ($Ticket{State} eq 'New') { # get agentss who are sucscribed the ticket queue to the custom queues my @UserIDs = $Self->{TicketObject}->GetSubscribedUserIDsByQueueID( QueueID => $Ticket{QueueID}, ); # send each agent the a notification foreach my $UserID (@UserIDs) { my %User = $Self->{UserObject}->GetUserData(UserID => $UserID, Valid => 1); if (%User) { # send agent notification $Self->{TicketObject}->SendAgentNotification( Type => 'NewTicket', UserData => \%User, CustomerMessageParams => \%Param, TicketID => $Param{TicketID}, UserID => 1, ); } elsif ($Param{Event} eq 'MoveTicket') { my %Ticket = $Self->{TicketObject}->TicketGet(TicketID => $Param{TicketID}); # do some stuff } } } return 1; } 1; ######################################################################## ############################################## Daniel Shue Networking Engineer Randolph County IT Department 725 McDowell Rd Asheboro, NC 27203 Phone: (336) 318-6399 Fax: (336) 636-7699 ********************************************************************** This email and any files transmitted with it are confidential and intended for use only by the individual or entity named above. If you are not the intended recipient or the employee or agent responsible for delivering this message to the intended recipient, you are hereby notified that any disclosure, dissemination, distribution, copying of this communication, or unauthorized use is strictly prohibited. Please notify us immediately by reply email and then delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of Randolph County Government. This email and any file attachments have been scanned for potential viruses; however, the recipient should check this email for the presence of viruses and/or malicious code. Randolph County accepts no liability for any damage transmitted via this email.

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Full message headers
by kristofer＠cybernetik.net 11 Aug '08

11 Aug '08

I was able to see full message headers prior to OTRS 2.3.x.. but now in 2.3.x, I don't see a link to view the entire raw message. How can we view the full message with the raw headers from the agent screen? Regards, Kristofer

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Customers page + queues
by jose 11 Aug '08

11 Aug '08

This might sound familiar, but I can't find the options for customers login page to disable or just so they can see tech support , billing. I tried from admin, but there is not configuration about customer (Customer web interface for viewing and sending infos to the agents) configuration settings. can some one point me to the right info? thanks.

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onchange submit in free text form otrs 2.3.1
by Thomas Koch 11 Aug '08

11 Aug '08

Hi, I made a demo setup of OTRS where the ticket types are used to categorize the tickets like: Voice - Coverage Voice - Tariff Data - Coverage Data - Tariff SIM card - Loss SIM card - Activation ... Do you think that this is a reasonable usage of the ticket type functionality? Now I wonder, why the page, where I can change the ticket type[1] does a page reload each time I change the ticket type in the select box. What is this for? If I do not need it, how can I disable it to save the unnecessary pageload? [1] index.pl?Action=AgentTicketFreeText&TicketID=2 Thank you, -- Thomas Koch, Software Developer http://www.koch.ro Young Media Concepts GmbH Sonnenstr. 4 CH-8280 Kreuzlingen Switzerland Tel +41 (0)71 / 508 24 86 Fax +41 (0)71 / 560 53 89 Mobile +49 (0)170 / 753 89 16 Web www.ymc.ch

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Re: [otrs] Question about reports
by Tony Pagliaroli 11 Aug '08

11 Aug '08

On Wed, 27 Oct 2004 00:16:26 -0400, Tyler wrote: <snip> Here is an SQL statement that will poll this information. Change the date/time to reflect the time period you want. If you don't want all the way to current date, then add AND t.change_time <= 'YYYY-MM-DD HH:MM:SS' SELECT s.login, count( * ) FROM system_user s, ticket t WHERE s.id = t.user_id AND t.ticket_state_id = '2' AND t.change_time >= 'YYYY-MM-DD HH:MM:SS' GROUP BY s.login </snip> I also would like to get a report of closed tickets by user - however, our network admins lock down the database so that I can't access it via sql directly, so this statement, although it makes perfect sense, doesn't help me at all. Is there a way to achieve this using the "stats" functionality in OTRS itself? That would enable our end users to self-service this type of information. Perhaps there's a way to embed the sql somewhere in the stats page that I'm missing? Thanks in advance... Pags

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Update 2.2.6 > 2.3.1, Problem!
by Christoph Kaulich 11 Aug '08

11 Aug '08

Hello, while updating from 2.2.6 tzo 2.3.1 U got: otrs@server1:~> ./scripts/DBUpdate-to-2.3.pl Start migration of the system... utf8 "\xFC" does not map to Unicode at /raid/otrs/Kernel/System/Config.pm line 161, <$In> chunk 1. utf8 "\xFC" does not map to Unicode at /raid/otrs/Kernel/System/Config.pm line 161, <$In> chunk 1. utf8 "\xF6" does not map to Unicode at /raid/otrs/Kernel/System/Config.pm line 161, <$In> chunk 1. Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately after start byte 0xfc) in subroutine entry at /usr/lib/perl5/5.8.8/x86_64- linux-thread-multi/Data/Dumper.pm line 179. Malformed UTF-8 character (unexpected non-continuation byte 0x72, immediately after start byte 0xfc) in subroutine entry at /usr/lib/perl5/5.8.8/x86_64- linux-thread-multi/Data/Dumper.pm line 179. Malformed UTF-8 character (unexpected non-continuation byte 0x6c, immediately after start byte 0xfc) in subroutine entry at /usr/lib/perl5/5.8.8/x86_64- linux-thread-multi/Data/Dumper.pm line 179. Malformed UTF-8 character (unexpected non-continuation byte 0x73, immediately after start byte 0xf6) in subroutine entry at /usr/lib/perl5/5.8.8/x86_64- linux-thread-multi/Data/Dumper.pm line 179. *** glibc detected *** /usr/bin/perl: realloc(): invalid next size: 0x0000000002838410 *** ======= Backtrace: ========= /lib64/libc.so.6[0x2b2bc356221d] /lib64/libc.so.6[0x2b2bc35656a8] /lib64/libc.so.6(realloc+0x130)[0x2b2bc3566120] /usr/bin/perl(Perl_safesysrealloc+0x5c)[0x4715fc] /usr/bin/perl(Perl_sv_grow+0x6f)[0x48f76f] /usr/bin/perl(Perl_sv_catpvn_flags+0x11f)[0x497a8f] /usr/lib/perl5/5.8.8/x86_64-linux-thread- multi/auto/Data/Dumper/Dumper.so[0x2b2bc4279ea1] /usr/lib/perl5/5.8.8/x86_64-linux-thread- multi/auto/Data/Dumper/Dumper.so[0x2b2bc42794a1] /usr/lib/perl5/5.8.8/x86_64-linux-thread- multi/auto/Data/Dumper/Dumper.so[0x2b2bc4279fe2] /usr/lib/perl5/5.8.8/x86_64-linux-thread- multi/auto/Data/Dumper/Dumper.so(XS_Data__Dumper_Dumpxs+0xf54)[0x2b2bc427b8c4] /usr/bin/perl(Perl_pp_entersub+0x363)[0x486a53] /usr/bin/perl(Perl_runops_debug+0x11e)[0x468e2e] /usr/bin/perl(perl_run+0x264)[0x4255f4] /usr/bin/perl(main+0xe4)[0x420e54] /lib64/libc.so.6(__libc_start_main+0xf4)[0x2b2bc3511b54] /usr/bin/perl[0x420cd9] The machine is a Suse 10.3 64bit machine, with perl-5.8.8-76. Has anyone here a clue, what was going wrong? Christoph

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