October 2011 - otrs - OTRS mailing lists

How can I add a new field to ticket creation page?
by masood ramezani 19 Oct '11

19 Oct '11

Hi I want to force my customers to input their asset number when he wants to create a ticket from customer panel. What should I do?

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Problem after configuring AD authentication
by Wagner 19 Oct '11

19 Oct '11

Hello, I've just configured AD authentication, and is working pretty well, but when a customer logins and tries to create a ticket it redirects to the page http://ip/otrs/customer.pl?Action=CustomerTicketMessage and the page stays blank does anyone knows what could it be? thanks

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Problems with RPC response
by Juan Manuel Clavero Almirón 19 Oct '11

19 Oct '11

Hello, I’m trying to understand how to make RPC requests to OTRS. By now, I’ve been able to make RPC requests with simple answers (such as CustomerUserObject->CustomerName or TicketObject->TicketCreate) but I’m stuck trying to get complex data (such as TicketObject->ArticleGet). I’ve initialized SOAP::Lite with “trace => 'all'”, so I can get debug info. I have two cases. In the first case, I try to get TicketObject->ArticleGet providing ArticleID and UserID. In this case, XML response has the information about the article, but my perl var only has the first component. When I declare the var as an array, it only has one element and it contains the same first component. In the second case, I try to get TicketObject->ArticleGet providing TicketID and UserID. In this case, XML response has the information about the ticket and its 2 articles, but my perl var only has the info about the first article. Can anyone show me how to correctly get this info using RPC? I guess my perl is wrong, but I don’t see where... Next you can see my perl code and the XML response for each case. perl output and debug info has been stripped of redundant lines that are not relevant to the problem case 1: TicketObject->ArticleGet providing ArticleID perl code use SOAP::Lite( 'autodispatch', proxy => 'http://my_host/otrs/rpc.pl' , trace => 'all'); my $User = 'soap_user'; my $Pw = 'soap_password'; my $RPC = Core->new(); my %Article = $RPC->Dispatch( $User, $Pw, 'TicketObject', 'ArticleGet', ArticleID => $_[0], UserID => 1) || die "Failed to get article: $!"; print "size of hash: ". keys (%Article) ."\n"; while ( my ($key, $value) = each( %Article ) ){ print "$key => \n"; print "\t$value\n"; } perl output size of hash: 1 Age => debug info SOAP::Lite::call: () SOAP::Serializer::envelope: () SOAP::Serializer::envelope: new SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Transport::HTTP::Client::send_receive: HTTP::Request=HASH(0x10ecf1c) SOAP::Transport::HTTP::Client::send_receive: POST http://soticprotrs02v.ssib.es/otrs/rpc.pl HTTP/1.1 Accept: text/xml Accept: multipart/* Accept: application/soap SOAP::Lite::call: () SOAP::Serializer::envelope: () SOAP::Serializer::envelope: Dispatch soap_user soap_password TicketObject ArticleGet ArticleID 9 UserID 1 SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Transport::HTTP::Client::send_receive: HTTP::Request=HASH(0x10ea654) SOAP::Transport::HTTP::Client::send_receive: POST http://soticprotrs02v.ssib.es/otrs/rpc.pl HTTP/1.1 Accept: text/xml Accept: multipart/* Accept: application/soap Content-Length: 823 Content-Type: text/xml; charset=utf-8 SOAPAction: "/Core#Dispatch" <?xml version="1.0" encoding="UTF-8"?> <soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"> <soap:Body> <Dispatch xmlns="/Core"> <c-gensym4 xsi:type="xsd:string">soap_user</c-gensym4> <c-gensym6 xsi:type="xsd:string">soap_password</c-gensym6> <c-gensym8 xsi:type="xsd:string">TicketObject</c-gensym8> <c-gensym10 xsi:type="xsd:string">ArticleGet</c-gensym10> <c-gensym12 xsi:type="xsd:string">ArticleID</c-gensym12> <c-gensym14 xsi:type="xsd:int">9</c-gensym14> <c-gensym16 xsi:type="xsd:string">UserID</c-gensym16> <c-gensym18 xsi:type="xsd:int">1</c-gensym18> </Dispatch> </soap:Body> </soap:Envelope> SOAP::Transport::HTTP::Client::send_receive: HTTP::Response=HASH(0x1547ed4) SOAP::Transport::HTTP::Client::send_receive: HTTP/1.1 200 OK Connection: close Date: Wed, 19 Oct 2011 10:08:54 GMT Server: Apache/2.2.3 (CentOS) Content-Length: 11151 Content-Type: text/xml; charset=utf-8 Client-Date: Wed, 19 Oct 2011 10:08:55 GMT Client-Peer: 10.215.240.99:80 Client-Response-Num: 1 SOAPServer: SOAP::Lite/Perl/0.714 <?xml version="1.0" encoding="UTF-8"?> <soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"> <soap:Body> <DispatchResponse xmlns="/Core"> <s-gensym861 xsi:type="xsd:string">Age</s-gensym861> <s-gensym863 xsi:type="xsd:int">782743</s-gensym863> <s-gensym941 xsi:type="xsd:string">ArticleID</s-gensym941> <s-gensym943 xsi:type="xsd:int">9</s-gensym943> </DispatchResponse> </soap:Body> </soap:Envelope> SOAP::Deserializer::deserialize: () SOAP::Parser::decode: () SOAP::SOM::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::SOM::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Transport::HTTP::Client::DESTROY: () SOAP::Parser::DESTROY: () SOAP::Transport::DESTROY: () SOAP::Serializer::DESTROY: () SOAP::Data::DESTROY: () SOAP::Deserializer::DESTROY: () SOAP::Lite::DESTROY: () ------------------------------------------------------- case 2: TicketObject->ArticleGet providing TicketID perl code use SOAP::Lite( 'autodispatch', proxy => 'http://my_host/otrs/rpc.pl' , trace => 'all'); my $User = 'soap_user'; my $Pw = 'soap_password'; my $RPC = Core->new(); my $ArticleIndex = $RPC->Dispatch( $User, $Pw, 'TicketObject', 'ArticleGet', TicketID => 4, UserID => 1) || die "Failed to get article: $!"; print "size of hash: ". keys (%$ArticleIndex) ."\n"; while ( my ($key, $value) = each( %$ArticleIndex ) ){ print "$key => $value\n"; } perl output size of hash: 2 Age => 1044565 ArticleID => 2 debug info SOAP::Lite::call: () SOAP::Serializer::envelope: () SOAP::Serializer::envelope: Dispatch soap_user soap_password TicketObject ArticleGet TicketID 4 UserID 1 SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Transport::HTTP::Client::send_receive: HTTP::Request=HASH(0x10eab94) SOAP::Transport::HTTP::Client::send_receive: POST http://soticprotrs02v.ssib.es/otrs/rpc.pl HTTP/1.1 Accept: text/xml Accept: multipart/* Accept: application/soap Content-Length: 822 Content-Type: text/xml; charset=utf-8 SOAPAction: "/Core#Dispatch" <?xml version="1.0" encoding="UTF-8"?> <soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"> <soap:Body> <Dispatch xmlns="/Core"> <c-gensym4 xsi:type="xsd:string">soap_user</c-gensym4> <c-gensym6 xsi:type="xsd:string">soap_password</c-gensym6> <c-gensym8 xsi:type="xsd:string">TicketObject</c-gensym8> <c-gensym10 xsi:type="xsd:string">ArticleGet</c-gensym10> <c-gensym12 xsi:type="xsd:string">TicketID</c-gensym12> <c-gensym14 xsi:type="xsd:int">4</c-gensym14> <c-gensym16 xsi:type="xsd:string">UserID</c-gensym16> <c-gensym18 xsi:type="xsd:int">1</c-gensym18> </Dispatch> </soap:Body> </soap:Envelope> SOAP::Transport::HTTP::Client::send_receive: HTTP::Response=HASH(0x154802c) SOAP::Transport::HTTP::Client::send_receive: HTTP/1.1 200 OK Connection: close Date: Wed, 19 Oct 2011 09:55:11 GMT Server: Apache/2.2.3 (CentOS) Content-Length: 9034 Content-Type: text/xml; charset=utf-8 Client-Date: Wed, 19 Oct 2011 09:55:12 GMT Client-Peer: 10.215.240.99:80 Client-Response-Num: 1 SOAPServer: SOAP::Lite/Perl/0.714 <?xml version="1.0" encoding="UTF-8"?> <soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:soapenc="http://schemas.xmlsoap.org/soap/encoding/" xmlns:xsd="http://www.w3.org/2001/XMLSchema" soap:encodingStyle="http://schemas.xmlsoap.org/soap/encoding/" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/"> <soap:Body> <DispatchResponse xmlns="/Core"> <s-gensym1663> <Age xsi:type="xsd:int">1044565</Age> <ArticleID xsi:type="xsd:int">2</ArticleID> </s-gensym1663> <s-gensym1665> <Age xsi:type="xsd:int">1044565</Age> <ArticleID xsi:type="xsd:int">13</ArticleID> </s-gensym1665> </DispatchResponse> </soap:Body> </soap:Envelope> SOAP::Deserializer::deserialize: () SOAP::Parser::decode: () SOAP::SOM::new: () SOAP::Data::new: () SOAP::Data::new: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::SOM::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Data::DESTROY: () SOAP::Transport::HTTP::Client::DESTROY: () SOAP::Parser::DESTROY: () SOAP::Transport::DESTROY: () SOAP::Serializer::DESTROY: () SOAP::Data::DESTROY: () SOAP::Deserializer::DESTROY: () SOAP::Lite::DESTROY: () Kind regards, Juan Clavero Almirón

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Re: [otrs] Generic Agent
by Garabed Yegavian 18 Oct '11

18 Oct '11

I went back to my original server I was using to test but it works so I guess I will just use it for production no biggie. Now the reason why I am struggling through all of this and why I installed OTRS. What I have been trying to do is create a ticket for a Service outage that will alert all the customers that are affected by the outage. So far I have been able to create a ticket and have that ticket sent to all customers under the Service Area X group. I set a pending date on the ticket to the time and day the outage will occur. I create a generic agent that Filters for SUBJECT "Service Outage Notification Los Angeles" and PENDING TIMES "Ticket pending time has reached last 05 minutes". My Ticket Action is to SET NEW STATE "in process". Now the issue I am running into is that it never changes the state to in process. This is killing me! any ideas? Thank you, Garabed Yegavian 323.465.6772 x3414

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Re: [otrs] otrs Digest, Vol 37, Issue 20
by Garabed Yegavian 14 Oct '11

14 Oct '11

I went back to my original server I was using to test but it works so I guess I will just use it for production no biggie. Now the reason why I am struggling through all of this and why I installed OTRS. What I have been trying to do is create a ticket for a Service outage that will alert all the customers that are affected by the outage. So far I have been able to create a ticket and have that ticket sent to all customers under the Service Area X group. I set a pending date on the ticket to the time and day the outage will occur. I create a generic agent that Filters for SUBJECT "Service Outage Notification Los Angeles" and PENDING TIMES "Ticket pending time has reached last 05 minutes". My Ticket Action is to SET NEW STATE "in process". Now the issue I am running into is that it never changes the state to in process. This is killing me! any ideas? Thank you, Garabed Yegavian 323.465.6772 x3414 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: Thursday, October 13, 2011 5:00 AM To: otrs(a)otrs.org Subject: otrs Digest, Vol 37, Issue 20 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Generic Agent (Garabed Yegavian) 2. Re: Generic Agent (Rory) 3. Changing the name of a config item calls (Tam?s Becz) 4. Re: Changing the name of a config item calls (Tam?s Becz) ****

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Calendar with half hours
by Ugo Bellavance 14 Oct '11

14 Oct '11

Hi, Is there a way to configure the calendars so that the business hours are 8:30AM - 4:30PM? Thanks, Ugo

2 1

Reg:OTRS performance
by ravi shanker 14 Oct '11

14 Oct '11

Hi, In our current OTRS setup we have about 1.7 lac tickets ,and we are observing some performance issues.our infra is built on win2k8/IIS7/sqlserver2k5..any suggestion for performance tuning would be helpful. Ravi Shankar

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patch to go from 2.4.10 to 2.4.11
by Steve Clark 13 Oct '11

13 Oct '11

Hello, Sorry if this question has been asked, but is there a patch to go from 2.4.10 to 2.4.11 or do I have reload the whole rpm file? Thanks, -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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OTRS running slow
by Jean BROW 13 Oct '11

13 Oct '11

We running OTRS on a dedicated server with a lot of RAM, CUP and disk space. We have high wolume of new tickets and around 15 POP 3 accounts. The OTRS system running very slow now. Anyone that could help us with any tips or point us to any good forum article? Thanks..

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Changing the name of a config item calls
by Tamás Becz 13 Oct '11

13 Oct '11

Hi, Is it possible to rename a config item class?

1 1