January 2009 - otrs - OTRS mailing lists

Oracle drivers
by Sajit Kalidas 04 Jan '09

04 Jan '09

Hi, I am getting the following error when trying to connect to the oracle database. install_driver(Oracle) failed: Can't locate DBD/Oracle.pm in @INC (@INC contains: ../../ C:/OTRS/otrs/bin/cgi-bin/../../Kernel/cpan-lib C:/OTRS/otrs/bin/cgi-bin/../.. C:/OTRS/Perl/perl/lib C:/OTRS/Perl/perl/site/lib . C:/OTRS/otrs/bin/cgi-bin/../.. C:/OTRS/otrs/bin/cgi-bin/../../Kernel/cpan-lib) at (eval 23) line 3. Perhaps the DBD::Oracle perl module hasn't been fully installed, or perhaps the capitalisation of 'Oracle' isn't right. Available drivers: DBM, ExampleP, File, Gofer, Proxy, SQLite, Sponge, mysql. at C:/OTRS/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 216 IF have made the following changes in the config.pm: $Self->{'DatabaseHost'} = 'dev'; $Self->{'Database'} = 'dev'; $Self->{'DatabaseUser'} = 'otrs'; $Self->{'DatabasePw'} = 'pass'; $Self->{DatabaseDSN} = "DBI:Oracle:sid=$Self->{Database};host=$Self->{DatabaseHost};port=1521;" ; I have installed on windows using the windows installer package. Where can I find the Oracle drivers? Any suggestions please. Thanks Sajit ##################################################################################### This e-mail message has been scanned for Viruses and Content and cleared by MailMarshal #####################################################################################

2 3

Need Help with implementing Ticket::Types in AgentTicketCompose
by ml＠bortal.de 03 Jan '09

03 Jan '09

Hello List, i am also posting this here since the dev(a)otrs.org mailing list seems to be dead?! We need and want the TicketType Feature in AgentTicketCompose (e.g. in Ticket Replies): http://lists.otrs.org/pipermail/otrs/2008-November/024895.html So i had a look at AgentTicketFreeText or ArgentTicketPhone. This is what i did http://pastebin.com/f74ad764f : Line: 361 Line: 936 Line: 948-962 Line: 1053 - 1082 Here is the html part i added to Output/HTML/Standard/AgentTicketCompose.dtl:  <tr> <td colspan="2" class="contentkey">$Text{"Type"}:</td> <td class="contentvalue">$Data{"TypeStrg"}</td> </tr>  I am not very good at perl and i dont really know what i am doing but i am trying to get there somehow. Right now it seems that it never gets to line 1061. Could anyone give me a hand here? Cheers, Mario

1 0

Adding parsers/filters
by Jason B. Loven 02 Jan '09

02 Jan '09

I need to add a chunk of customized parsing code along the lines of the PostMasterFilters. Is there a succinct set of steps? I basically need to know what to add to the overall OTRS config and source to get a new filter to get called. I've been reading the docs and somehow I'm not getting my head around it. I'm going to base my code off the SystemMonitoring stuff. I need to receive external emails which are notifications from an external ticketing system. Unfortunately the don't really fit well into the SystemMonitoring layout and using that has never really worked well for us. Therefore I'm going to write a more customized module for it. Can anyone point me in the right direction(s)? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com <blocked::mailto:jloven@cainetserv.com> Web: http://www.cainetserv.com/ <blocked::http://www.cainetserv.com/>

1 0

Customize the customer self registration
by sol sol 02 Jan '09

02 Jan '09

Hi, i have been editing options following the manual ( http://doc.otrs.org/2.3/en/html/x1778.html ) So far everything seems to work fine. Now i would like to seperate the default setting : E-mail/Login: this because the fact that it shows everywhere twice the same info. CustomerLogin.dtl shows the output, there i see : # <tr> # <td>$Text{"Login"}: </td> # <td> <input type="text" name="Username" value="$QData{"UserLogin"}" size="25" maxlength="50"/></td> # </tr> <tr> <td>$Text{"Email"}/$Text{"Login"}: </td> <td> <input type="text" name="Email" value="$QData{"UserEmail"}" size="25" maxlength="50"/></td> </tr> it sounds logic that i uncomment the lines with # and remove /$Text{"Login"} in config.pm i see: [ 'UserLogin', 'Username', 'login', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '', 0 ], # [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], in mysql i have : the login and email field. is this the right way to activate it? what does [ 'UserEmail', 'Email', 'email', 1, 1, 'var', '$Env{"CGIHandle"}?Action=AgentTicketCompose&ResponseID=1&TicketID=$Data{"TicketID"}&ArticleID=$Data{"ArticleID"}', 0 ], mean? and can someone explain 1, 1, 'var', '', 0 ], ? thanks!!

1 0

TicketStorageModule
by sol sol 01 Jan '09

01 Jan '09

hi, i would like to activate the Self->{TicketStorageModule} = 'Kernel::System::Ticket::ArticleStoragefs'; this activated correctly but when i try it out, it just creates a folder with year - month - day , but no files.. so in the manual it claims : Contra: Your webserver user should be the otrs user (file system permissions!). how can i edit this functions in a windows environment? is this just chmod the var/article folder or...? thanks!

2 4

Customer search.
by Alvin Starr 01 Jan '09

01 Jan '09

Our customer ID's are based on the customer name and each customer may have several people who send tickets to our OTRS system. When we do a customer search the search only seems to work on the users name and not on the customer ID. Is it possible to change the customer ID search to search the ID list and not the username list? -- Alvin Starr || voice: (416)585-9971x690 Interlink Connectivity || fax: (416)585-9974 alvin(a)iplink.net ||

1 0