June 2012 - otrs - OTRS mailing lists

Re: [otrs] Add CustomerName in Dashboard (OTRS 3.1)
by Dominic Ridolfo 14 Jun '12

14 Jun '12

>>> >>> Hello, >>> >>> i would like to have a Customers Company Name column in my dashboard. >>> >>> Using: <td>$QData{"CustomerID","26"}</td> works. >>> >>> But <td>$QData{"CustomerName","26"}</td> ?seems to be Empty. Where do >>> i define the Customer Company Name? >>> >>> I guess i need some sort of CustomerID -> CustomerName lookup somewhere? >>> >>> Thanks, >>> Mario >> >> Mario, >> >> I've been looking to add this info myself. Apparently it is not a widely requested (or needed) feature, as the platform is on its nth iteration and its not been added, nor do many search results come up. So perhaps you and I are the rare birds who would like this kind of info visible on the dashboard. I did find this the other day, >> >> http://wiki.otterhub.org/index.php?title=Show_Customer_Data_in_Dashboard >> >> which appears to be for a prior version, but gives hints as to where to start looking. That said, I have not gotten around to adding customer names, but did successfully modify other displayed info within .../otrs/Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl >> >> As the wiki.otterhub.org hints at, the dashboard module is by default only pulling data specific to tickets, which is why you can get the ID but not the name - due perhaps to how the tables are setup in the database. My next step, when time allows, would be to find and examine the module related to the QueueView, which does display the customer name, to see how its done within other parts of the system. >> >> Good luck with your search. >> >> best, >> Dominic >> >> > > okay, then lets patch it! ;-) > > Mario Mario, The link from wiki.otterhub.org was right on the money - though line numbers from the diff were slightly different in my version of OTRS, 3.1.6. I started by editing (made a backup first of course) ../otrs/Kernel/Output/HTML/DashboardTicketGeneric.pm. DashboardTicketGeneric.pm is the perl module that assembles the data which will be pumped into the AgentDashboardTicketGeneric.dtl template. in DashboardTicketGeneric.pm at around line 16 I added: use Kernel::System::CustomerUser; in DashboardTicketGeneric.pm at around at line 35 I added: $Self->{CustomerUserObject} = Kernel::System::CustomerUser->new(%Param); Then, within the "for my $TicketID" loop of DashboardTicketGeneric.pm, at around at line 365 I added: # lookup customer my %CustomerUser; if ( $Ticket{CustomerUserID} ) { %CustomerUser = $Self->{CustomerUserObject}->CustomerUserDataGet( User => $Ticket{CustomerUserID}, ); } my %Data=(%Ticket, %CustomerUser); and finally, I _replaced_ this line within the (# show ticket) $Self->{LayoutObject}->Block section at around line 375: Data => \%Ticket, with: Data => \%Data, Then saved DashboardTicketGeneric.pm -- all of this is as outlined in <http://wiki.otterhub.org/index.php?title=Show_Customer_Data_in_Dashboard> Next I edited ../otrs/Kernel/Output/HTML/Standard/AgentDashboardTicketGeneric.dtl Apparently, it can get a little site-specific here because of "The tags you'll have available will differ from setup to setup, because they're the tags you've configured in your customer data source". But if you've got a "vanilla system" like me, I guess you can use UserFirstname and UserLastname as I did here within <table class="DataTable"><tr class="MasterAction"> where I modified three td rows at around line 109: <td class="W20pc"> <div title="$QData{"UserLogin"}">$QData{"UserFirstname","10"} $QData{"UserLastname","15"}</div> </td> <td class="W50pc"> <div title="$QData{"Title"}">$QData{"Title","70"}</div> </td> <td> $QData{"Queue"} </td> Then saved AgentDashboardTicketGeneric.dtl, and ran ../otrs/bin/otrs.DeleteCache.pl That gave me a dashboard view which includes priority, ticket number, customer first/last name, ticket title, and queue. Hope that all made sense and that the lines break sensibly. Also, these edits will probably get wiped out in an update so backups are wise… and of course ymmv. bets of luck, -d

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Howto add Dynamic Field to the additional ITSM field screen
by Juan Manuel Clavero Almirón 14 Jun '12

14 Jun '12

Hi all, I am trying to add MasterTicket Dynamic Field to the additional ITSM field screen. I’ve added TicketFreeKey12 and TicketFreeText12 in Ticket::Frontend::AgentTicketAddtlITSMField###DynamicField with no result. To see if I was doing it right, I’ve added TicketFreeText14 (ImpactID) to this option… and it appears twice! Anybody can help? Kind regards, Juan Clavero

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Need Customer ID
by Thunyiwe Mohaule 13 Jun '12

13 Jun '12

Hi all Not sure if this is the right forum. I have managed to install otrs 2.4.9+dfsg1-3+squeeze1 on a stable distro of debian squeeze. I am running an ldaps enviroment, I managed to authenticate my users but I get an error message saying "Need customer ID". Not sure what could be the problem, although when I search around I found that customer id is actually the user email. I attached my Kernel/config.pm file, syslog output and screen dump. Will appreciate all the help one will get. Thanx in advance. Output from Config.pm # -- # Kernel/Config.pm - Config file for OTRS kernel # Copyright (C) 2001-2009 OTRS AG, http://otrs.org/ # -- # $Id: Config.pm.dist,v 1.21 2009/02/16 12:01:43 tr Exp $ # -- # This software comes with ABSOLUTELY NO WARRANTY. For details, see # the enclosed file COPYING for license information (AGPL). If you # did not receive this file, see http://www.gnu.org/licenses/agpl.txt. # -- # Note: # # -->> OTRS does have a lot of config settings. For more settings # (Notifications, Ticket::ViewAccelerator, Ticket::NumberGenerator, # LDAP, PostMaster, Session, Preferences, ...) see # Kernel/Config/Defaults.pm and copy your wanted lines into "this" # config file. This file will not be changed on update! # # -- package Kernel::Config; BEGIN { if (-f '/etc/otrs/database.pm') { require '/etc/otrs/database.pm'; if ($dbtype eq 'pgsql') { $dbport ||= '5432'; our $dsn = "DBI:Pg:dbname"; } else { $dbport ||= '3306'; our $dsn = "DBI:mysql:database"; } } } sub Load { my $Self = shift; # ---------------------------------------------------- # # ---------------------------------------------------- # # # # Start of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # # ---------------------------------------------------- # # database settings # # ---------------------------------------------------- # # DatabaseHost # (The database host.) $Self->{DatabaseHost} = $dbserver || 'localhost'; # Database # (The database name.) $Self->{Database} = $dbname || 'otrs'; # DatabaseUser # (The database user.) $Self->{DatabaseUser} = $dbuser || 'otrs'; # DatabasePw # (The password of database user. You also can use bin/CryptPassword.pl # for crypted passwords.) $Self->{DatabasePw} = $dbpass; # DatabaseDSN # (The database DSN for MySQL ==> more: "man DBD::mysql") $Self->{DatabaseDSN} = "$dsn=$Self->{Database};host=$Self->{DatabaseHost};port=$dbport;"; # (The database DSN for PostgreSQL ==> more: "man DBD::Pg") # if you want to use a local socket connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};"; # if you want to use a tcpip connection # $Self->{DatabaseDSN} = "DBI:Pg:dbname=$Self->{Database};host=$Self->{DatabaseHost};"; # ---------------------------------------------------- # # fs root directory # ---------------------------------------------------- # $Self->{Home} = '/usr/share/otrs'; # ---------------------------------------------------- # # insert your own config settings "here" # # config settings taken from Kernel/Config/Defaults.pm # # ---------------------------------------------------- # # $Self->{SessionUseCookie} = 0; # $Self->{CheckMXRecord} = 0; # ---------------------------------------------------- # # switch off the web based installer for the Debian package $Self->{SecureMode} = 1; # ---------------------------------------------------- # # data inserted by installer # # ---------------------------------------------------- # # $DIBI$ # ---------------------------------------------------- # # ---------------------------------------------------- # # Start of own config # # SystemID # (The identify of the system. Each ticket number and # each http session id starts with this number) $Self->{SystemID} = 10; # FQDN # (Full qualified domain name of your system.) $Self->{FQDN} = 'otrs.home.ac.za'; # HttpType # In case you use https instead of plain http specify it here $Self->{HttpType} = 'http'; # ScriptAlias # Prefix to index.pl used as ScriptAlias in web config # (Used when emailing links to agents). $Self->{ScriptAlias} = 'otrs/'; # AdminEmail # (Email of the system admin.) $Self->{AdminEmail} = 'ticket(a)home.ac.za'; # Organization # (If this is anything other than '', then the email will have an # Organization X-Header) # $Self->{Organization} = 'Example Company'; $Self->{Organization} = 'Hart'; # ProductName # (Shown application name in frontend.) $Self->{ProductName} = 'OTRS'; # ShowAlwaysLongTime # (show always time in long /days hours minutes/ or short # /days hours/ format) $Self->{ShowAlwaysLongTime} = 0; $Self->{TimeShowAlwaysLong} = 0; # TimeInputFormat # (default date input format) [Option|Input] $Self->{TimeInputFormat} = 'Option'; # AttachmentDownloadType # (if the tickets attachments will be opened in browser or just to # force the download) [attachment|inline] # $Self->{'AttachmentDownloadType'} = 'inline'; $Self->{'AttachmentDownloadType'} = 'attachment'; # --------------------------------------------------- # # Check Settings # --------------------------------------------------- # # CheckEmailAddresses # (Check syntax of used email addresses) $Self->{CheckEmailAddresses} = 1; # CheckEmailValidAddress # (regexp of valid email addresses) # $Self->{CheckEmailValidAddress} = '^(root@localhost|admin@localhost)$'; # CheckEmailInvalidAddress # (regexp of invalid email addresses) # $Self->{CheckEmailInvalidAddress} = '@(home)\.(..|...)$'; # --------------------------------------------------- # # LogModule # # --------------------------------------------------- # # (log backend module) # $Self->{'LogModule'} = 'Kernel::System::Log::SysLog'; $Self->{'LogModule'} = 'Kernel::System::Log::File'; # param for LogModule Kernel::System::Log::File (required!) $Self->{'LogModule::LogFile'} = '/var/log/otrs.log'; # param for LogModule Kernel::System::Log::SysLog $Self->{'LogModule::SysLog::Facility'} = 'user'; # param for LogModule Kernel::System::Log::SysLog # (Depends on you sys log system environment. 'unix' is default, on # solaris you may need to use 'stream'.) $Self->{'LogModule::SysLog::LogSock'} = 'unix'; # param for LogModule Kernel::System::Log::SysLog # (if syslog can't work with utf-8, force the log # charset with this option, on other chars will be # replaces with ?) $Self->{'LogModule::SysLog::Charset'} = 'iso-8859-15'; # $Self->{'LogModule::SysLog::Charset'} = 'utf-8'; # param for LogModule Kernel::System::Log::File (required!) $Self->{'LogModule::LogFile'} = '/var/log/otrs.log'; # param if the date (yyyy-mm) should be added as suffix to # logfile [0|1] # $Self->{'LogModule::LogFile::Date'} = 0; # system log cache size for admin system log (default 32k) # $Self->{'LogSystemCacheSize'} = 32 * 1024; # --------------------------------------------------- # # SendmailModule # --------------------------------------------------- # # (Where is sendmail located and some options. # See 'man sendmail' for details. Or use the SMTP backend.) # $Self->{'SendmailModule'} = 'Kernel::System::Email::Sendmail'; $Self->{'SendmailModule::CMD'} = '/usr/sbin/exim -i -f '; # $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'mail.home.ac.za'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'ticket(a)home.ac.za'; $Self->{'SendmailModule::AuthPassword'} = 'new@hart'; # SendmailBcc # (Send all outgoing email via bcc to... # Warning: use it only for external archive funktions) $Self->{'SendmailBcc'} = 'thunyiwe(a)home.ac.za'; # SendmailNotificationEnvelopeFrom # Set a email address that is used as envelope from header in outgoing # notifications # $Self->{'SendmailNotificationEnvelopeFrom'} = ''; # --------------------------------------------------- # # # # Start of config options!!! # # CustomerPanel stuff # # # # --------------------------------------------------- # # SessionName # (Name of the session key. E. g. Session, SessionID, OTRS) $Self->{CustomerPanelSessionName} = 'HART'; # CustomerPanelUserID # (The customer panel db-uid.) [default: 1] $Self->{CustomerPanelUserID} = 1; # CustomerGroupSupport (0 = compat. to OTRS 1.1 or lower) # (if this is 1, the you need to set the group <-> customer user # relations! http://host/otrs/index.pl?Action=AdminCustomerUserGroup # otherway, each user is ro/rw in each group!) $Self->{CustomerGroupSupport} = 0; # CustomerGroupAlwaysGroups # (if CustomerGroupSupport is true and you don't want to manage # each customer user for this groups, then put the groups # for all customer user in there) $Self->{CustomerGroupAlwaysGroups} = [ 'users', 'info' ]; # show online agents $Self->{'CustomerFrontend::NotifyModule'}->{'1-ShowAgentOnline'} = { Module => 'Kernel::Output::HTML::NotificationAgentOnline', ShowEmail => 1, IdleMinutes => 60, }; # --------------------------------------------------- # # customer authentication settings # # (enable what you need, auth against otrs db, # # against a LDAP directory, against HTTP basic # # authentication and against Radius server) # # --------------------------------------------------- # $Self->{'Customer::AuthModule'} = 'Kernel::System::CustomerAuth::LDAP'; $Self->{'Customer::AuthModule::LDAP::Host'} = 'ldaps://ldap.home.ac.za'; $Self->{'Customer::AuthModule::LDAP::BaseDN'} = 'dc=home,dc=ac,dc=za'; $Self->{'Customer::AuthModule::LDAP::UID'} = 'uid'; # Check if the user is allowed to auth in a posixGroup # (e. g. user needs to be in a group xyz to use otrs) $Self->{'Customer::AuthModule::LDAP::GroupDN'} = 'cn=otrsallow,ou=Group,dc=home,dc=ac,dc=za'; $Self->{'Customer::AuthModule::LDAP::AccessAttr'} = 'memberUid'; # for ldap posixGroups objectclass (just uid) $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'UID'; # for non ldap posixGroups objectclass (full user dn) # $Self->{'Customer::AuthModule::LDAP::UserAttr'} = 'DN'; # The following is valid but would only be necessary if the # anonymous user do NOT have permission to read from the LDAP tree $Self->{'Customer::AuthModule::LDAP::SearchUserDN'} = 'cn=nss,dc=home,dc=ac,dc=za'; $Self->{'Customer::AuthModule::LDAP::SearchUserPw'} = 'eLDeeAyePee'; # in case you want to add always one filter to each ldap query, use # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' $Self->{'Customer::AuthModule::LDAP::AlwaysFilter'} = '(!(objectclass=computer)(objectclass=user))'; # in case you want to add a suffix to each customer login name, then # you can use this option. e. g. user just want to use user but # in your ldap directory exists user@domain. # $Self->{'Customer::AuthModule::LDAP::UserSuffix'} = '@home.ac.za'; # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) $Self->{'Customer::AuthModule::LDAP::Params'} = { # port => 389, timeout => 120, async => 0, version => 3, cafile => '/etc/ssl/certs/hh_ca.pem', }; # Die if backend can't work, e. g. can't connect to server. $Self->{'Customer::AuthModule::LDAP::Die'} = 1; # CustomerUser # (customer user ldap backend and settings) $Self->{CustomerUser} = { Name => 'LDAP Backend', Module => 'Kernel::System::CustomerUser::LDAP', Params => { # # ldap host Host => 'ldaps://ldap.home.ac.za', # # ldap base dn BaseDN => 'dc=home,dc=ac,dc=za', # # search scope (one|sub) SSCOPE => 'sub', # # The following is valid but would only be necessary if the # # anonymous user does NOT have permission to read from the LDAP tree UserDN => 'cn=nss,dc=home,dc=ac,dc=za', UserPw => 'eLDeeAyePee', # # in case you want to add always one filter to each ldap query, use # # this option. e. g. AlwaysFilter => '(mail=*)' or AlwaysFilter => '(objectclass=user)' AlwaysFilter => '(!(objectclass=computer(objectclass=user))', # # if your frontend is e. g. iso-8859-1 and the charset of your # # ldap server is utf-8, use this options (if not, ignore it) # SourceCharset => 'utf-8', # DestCharset => 'iso-8859-1', # # die if backend can't work, e. g. can't connect to server # Die => 1, # # Net::LDAP new params (if needed - for more info see perldoc Net::LDAP) Params => { # port => 389, timeout => 120, async => 0, version => 3, cafile => '/etc/ssl/certs/hh_ca.pem', }, }, # # customer uniq id CustomerKey => 'uid', # # customer # CustomerID => 'mail', CustomerUserListFields => ['cn', 'mail'], CustomerUserSearchFields => ['uid', 'cn', 'mail'], CustomerUserSearchPrefix => '', CustomerUserSearchSuffix => '*', CustomerUserSearchListLimit => 250, CustomerUserPostMasterSearchFields => ['mail'], CustomerUserNameFields => ['givenname', 'sn'], # # show not own tickets in customer panel, CompanyTickets # CustomerUserExcludePrimaryCustomerID => 0, # # add a ldap filter for valid users (expert setting) # # CustomerUserValidFilter => '(!(description=gesperrt))', # # admin can't change customer preferences AdminSetPreferences => 0, # # cache time to life in sec. - cache any ldap queris CacheTTL => 0, Map => [ # # note: Login, Email and CustomerID needed! # # var, frontend, storage, shown (1=always,2=lite), required, storage-type, http-link, readonly # [ 'UserSalutation', 'Title', 'title', 1, 0, 'var', '', 0 ], [ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var', '', 0 ], [ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var', '', 0 ], [ 'UserLogin', 'Username', 'uid', 1, 1, 'var', '', 0 ], [ 'UserEmail', 'Email', 'mail', 1, 1, 'var', '', 0 ], # [ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var', '', 0 ], # [ 'UserCustomerIDs', 'CustomerIDs', 'second_customer_ids', 1, 0, 'var', '', 0 ], # [ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var', '', 0 ], # [ 'UserAddress', 'Address', 'postaladdress', 1, 0, 'var', '', 0 ], # [ 'UserComment', 'Comment', 'description', 1, 0, 'var', '', 0 ], ], }; # --------------------------------------------------- # # # # Start of config options!!! # # CustomerPreferences stuff # # # # --------------------------------------------------- # # CustomerPreferences # (customer preferences module) # $Self->{'CustomerPreferences'} = { # Module => 'Kernel::System::CustomerUser::Preferences::DB', # Params => { # Table => 'customer_preferences', # TableKey => 'preferences_key', # TableValue => 'preferences_value', # TableUserID => 'user_id', # }, # }; # # # CustomerPreferencesView # (Order of shown items) # $Self->{CustomerPreferencesView} = [ 'Frontend', 'Other Options' ]; # CustomerPreferencesGroups # (All possible items) # $Self->{CustomerPreferencesGroups}->{Password} = { # Module => 'Kernel::Output::HTML::PreferencesPassword', # Colum => 'Other Options', # Label => 'Change Password', # Prio => 1000, # Area => 'Customer', # PasswordHistory => 0, # PasswordRegExp => '[a-z]|[A-z]|[0-9]|\.|;|,|:|-|\+|#|!|\$|&|\?', # PasswordRegExp => '', ## PasswordMinSize => 0, # PasswordMin2Lower2UpperCharacters => 0, # PasswordMin2Characters => 0, # PasswordNeedDigit => 0, # Activ => 1, # }; # $Self->{CustomerPreferencesGroups}->{Language} = { # Module => 'Kernel::Output::HTML::PreferencesLanguage', # Colum => 'Frontend', # Label => 'Language', # Desc => 'Select your frontend language.', # PrefKey => 'UserLanguage', ## Prio => 2000, # Activ => 1, ## }; # $Self->{CustomerPreferencesGroups}->{Theme} = { # Module => 'Kernel::Output::HTML::PreferencesTheme', # Colum => 'Frontend', # Label => 'Theme', # Desc => 'Select your frontend Theme.', # PrefKey => 'UserTheme', # Prio => 1000, # Activ => 0, # }; # $Self->{CustomerPreferencesGroups}->{PGP} = { # Module => 'Kernel::Output::HTML::PreferencesPGP', # Colum => 'Other Options', # Label => 'PGP Key', # Desc => 'PGP Key Upload', # PrefKey => 'UserPGPKey', # Prio => 10000, # Activ => 1, # }; # $Self->{CustomerPreferencesGroups}->{SMIME} = { # Module => 'Kernel::Output::HTML::PreferencesSMIME', # Colum => 'Other Options', # Label => 'S/MIME Certificate', ## Desc => 'S/MIME Certificate Upload', ## PrefKey => 'UserSMIMEKey', # Prio => 11000, # Activ => 1, # }; # # # # End of your own config options!!! # # # # ---------------------------------------------------- # # ---------------------------------------------------- # } # ---------------------------------------------------- # # needed system stuff (don't edit this) # # ---------------------------------------------------- # use strict; use warnings; use vars qw(@ISA $VERSION); use Kernel::Config::Defaults; push (@ISA, 'Kernel::Config::Defaults'); use vars qw(@ISA $VERSION); $VERSION = qw($Revision: 1.21 $)[1]; # -----------------------------------------------------# 1; ------------------------------------------------ output of syslog file ----------------------------------------------------- Jun 11 13:02:11 otrs kernel: [ 19.820226] RPC: Registered tcp NFSv4.1 backchannel transport module. Jun 11 13:02:11 otrs kernel: [ 19.900528] Slow work thread pool: Starting up Jun 11 13:02:11 otrs kernel: [ 19.900610] Slow work thread pool: Ready Jun 11 13:02:11 otrs kernel: [ 19.900751] FS-Cache: Loaded Jun 11 13:02:11 otrs kernel: [ 19.973437] FS-Cache: Netfs 'nfs' registered for caching Jun 11 13:02:15 otrs kernel: [ 23.308229] lp0: using parport0 (interrupt-driven). Jun 11 13:02:15 otrs kernel: [ 23.340609] ppdev: user-space parallel port driver Jun 11 13:06:50 otrs OTRS-CGI-10[2990]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication with wrong Pw!!! (REMOTE_ADDR: 127.0.0.1) Jun 11 13:06:56 otrs OTRS-CGI-10[2992]: [Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (REMOTE_ADDR: 127.0.0.1). Jun 11 13:13:41 otrs OTRS-CGI-10[3063]: [Notice][Kernel::System::CustomerAuth::LDAP::Auth] CustomerUser: ticket (uid=ticket,ou=People,dc=home,dc=ac,dc=za) authentication ok (REMOTE_ADDR: 127.0.0.1). ------------------- -- Regards TM Debian -> FREE software!!!! .--. |o_o | |:_/ | // \ \ (| | ) /'\_ _/`\ \___)=(___/ -- Regards TM Debian -> FREE software!!!! .--. |o_o | |:_/ | // \ \ (| | ) /'\_ _/`\ \___)=(___/

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OTRS Api functions
by Stefan Priebe - Profihost AG 13 Jun '12

13 Jun '12

Hello list, right now we're using OTRS 2.4 and we do a lot of stuff directly with the otrs DB. As this is not the right way i want to change this while migrating to OTRS 3.1. I started to use the nph-genericinterface but i struggled upon the following questions / problems: 1.) Your example perl Script uses this code: # create a SOAP::Lite data structure from the provided XML data structure. my $SOAPData = SOAP::Data ->type( 'xml' => $XMLData ); Sadly in this case the XMLData has already to be correctly encoded and so on? How to create the correct XML structure from a hash without caring about correct encoding? (& => & ...) 2.) I need the following functions but it seems that they don't exist: - get ticket time for cust no. $custno from $startdate to $enddate 3.) Get internal OTRS ticket id for ticket no to create the correct direct URL to a specific ticket. Greets and thanks Stefan

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Re: [otrs] otrs Digest, Vol 45, Issue 18
by sm pm 13 Jun '12

13 Jun '12

Hi Carlos Gallego, Thanks for ur input on bulk data upload.. Regards, SMPM On Wed, Jun 13, 2012 at 3:10 AM, <otrs-request(a)otrs.org> wrote: > 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: Add template list to OutputFilterTextURL after upgrade > to OTRS 3.1.6 from 3.0.11 (Mark Dissington) > 2. Re: 2.4.7 and 3.0.12 # or Ticket# (Neil Simpson) > 3. Re: Bulk Customer Data upload in to OTRS Postgres DB > (Carlos Andr?s Gallego Arboleda) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 12 Jun 2012 13:14:31 +0100 > From: "Mark Dissington" <Mark.Dissington(a)netmania-it.com> > Subject: Re: [otrs] Add template list to OutputFilterTextURL after > upgrade to OTRS 3.1.6 from 3.0.11 > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: <4FD740B80200002F00012E97(a)H2G2.netmania-it.com> > Content-Type: text/plain; charset=US-ASCII > > Thanks mg, > > Have applied the patch and the errors have stopped being logged. > > Thanks, > Mark. > > >>> On 12/06/2012 at 07:40, Martin Gruner <martin.gruner(a)otrs.com> wrote: > > Hi Mark, > > > > this is a bug, and it is already fixed: > > http://bugs.otrs.org/show_bug.cgi?id=8543. > > If you don't want to patch your system, you can ignore the messages for > > now and upgrade to OTRS 3.1.7 when it is available. > > > > Regards, mg > > > > > > Am 11.06.12 14:39, schrieb Mark Dissington: > >> We've completed a successful upgrade to OTRS 3.1.6 but now have the > error > > below repeatedly logged to /var/log/messages > >> > >> Jun 11 11:32:40 zaphod OTRS-CGI-10[18479]: > > [Notice][Kernel::Output::HTML::Layout::Ascii2Html] Please add a template > list > > to output filter Kernel::Output::HTML::OutputFilterTextURL to improve > > performance. Use ALL if OutputFilter should modify all templates of the > > system (deprecated). > >> > >> I've searched everywhere for how to do what is suggested, OTRS website, > both > > Dev and Admin manuals. But can't discover how to do what it suggests. The > > closest I can find is Frontend::Output::FilterText###AAAURL in Framework > -> > > Core::Web in Sysconfig but doesn't seem to have anything to do with > > templates. In fact, I don't even know what a Template in OTRS context > is! > >> > >> Can someone point me in the right direction? > >> > >> TIA, > >> Mark. > > > Netmania IT Limited > Registered in England No: 4039293 > Registered Office: The Stables, Elmhurst Business Park, Elmhurst, > Lichfield, Staffordshire, UK, WS13 8EX > VAT Reg No: 765 6677 74 > > This electronic message contains information from Netmania IT Ltd which > may be privileged and confidential. The information is intended to be for > the use of the individual(s) or entity named above. If you are not the > intended recipient, be aware that any disclosure, copying, distribution or > use of the contents of this information is prohibited. If you have received > this electronic message in error, please notify us by telephone or email > (to the number or address above) immediately. > > Activity and use of the Netmania IT Ltd's email system is monitored to > secure its effective operation and for other lawful business purposes. > Communications using this system will also be monitored and may be recorded > to secure effective operation and for other lawful business purposes. > > -- > Scanned by iCritical. > > > > > ------------------------------ > > Message: 2 > Date: Tue, 12 Jun 2012 15:16:09 +0200 > From: Neil Simpson <nadsys(a)gmail.com> > Subject: Re: [otrs] 2.4.7 and 3.0.12 # or Ticket# > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAD-pqJamyV1V0meD6yCFX2J-HJvCpWhGvHqyCYLoW6P0kUypcg(a)mail.gmail.com > > > Content-Type: text/plain; charset="windows-1252" > > hi, > > think your looking for the ticket::hook option. Core::Ticket under > sysconfig section. or it might be hard coded in your ~/Kernel/Config.pm > file. > > mine is set to default which is Ticket#. > > Neil > > On Mon, Jun 11, 2012 at 9:48 PM, Andy Wodfer <wodfer(a)gmail.com> wrote: > > > We've just upgraded from 2.4.7 to 3.0.12. I suspect something is wrong > > somewhere since OTRS doesn't seem to put replies to tickets created and > > answered on 2.4.7 into the correct ticket on 3.0.12. > > > > I see that in the subject field we used to have [#20120213 10000074] as a > > ticket number while on 3.0.12 we have Ticket#2012061110000114. I suspect > > this is causing some problems because instead of adding a reply to the > > existing 2.4.7 generated ticket the system now creates a new ticket with > a > > new and old ticketnumber Ie: Ticket#2012061110000178 ? Re: > > [#2012021310000074] Some title. > > > > Any idea of what I can do and where to change/fix this? Ideally I'd like > > to see only [#20120213 10000074] like we had in 2.4.7. > > > > Thanks for any help! > > > > Best regards, > > Andy > > > > --------------------------------------------------------------------- > > 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 > > >

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Bulk Customer Data upload in to OTRS Postgres DB
by sm pm 12 Jun '12

12 Jun '12

Hi ALL, I would like to upload more than 500 customer data in to postgres db of OTRS. I was tried with copy and pg_upload that have not been successful. Any help? SMPM On Mon, Jun 11, 2012 at 5:30 PM, <otrs-request(a)otrs.org> wrote: > 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. Error fetchting mails with IMAPTLS (Johannes Homuth) > 2. change ticketing numbering (Neil Simpson) > 3. Re: change ticketing numbering (Steven Carr) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Mon, 11 Jun 2012 10:47:26 +0200 > From: Johannes Homuth <johannes.homuth(a)sourcepark.de> > Subject: [otrs] Error fetchting mails with IMAPTLS > To: otrs(a)otrs.org > Message-ID: <4FD5B09E.4080603(a)sourcepark.de> > Content-Type: text/plain; charset="iso-8859-15"; Format="flowed" > > Hi List, > > I setup my OTRS System last week (Version 3.1.6) and everything works > fine. But I get stuck on an "Error" which is displayed in the > SystemProtocol. It always says that he can't process mail the Array > would be empty. I mean, there is no mail every time the cron job will > check, but that isn't an error I guess?!? Does anyone have the same > problem and/or know how to fix that? > > > Aktuelle Eintr?ge im Systemprotokoll > > Zeit Priorit?t Einrichtung Nachricht > Mon Jun 11 10:22:02 2012 notice OTRS-otrs.PostMasterMailbox.pl-10 > IMAPTLS: Fetched 1 email(s) from xxxx/xx.xx.xx.xx > Mon Jun 11 10:22:02 2012 error OTRS-otrs.PostMasterMailbox.pl-10 > IMAPTLS: Can't process mail, email no ARRAY(0x3322e88) is empty! > > > -- > ------------------------------------------------------- > SOURCEPARK GmbH > B.Sc. Johannes Homuth > Hohenzollerndamm 150 > 14199 Berlin > > Tel. : +49 (0) 30 / 39 80 68 30 > Fax : +49 (0) 30 / 39 80 68 39 > e-mail : johannes.homuth(a)sourcepark.de > www : www.sourcepark.de > ------------------------------------------------------ > SOURCEPARK GmbH > Sitz der Gesellschaft: Berlin / Amtsgericht Charlottenburg > HRB 80254 > Gesch?ftsf?hrung: Matthias Barmeier, Harald D?rr > ------------------------------------------------------ > > Wichtiger Hinweis: Die vorgenannten Angaben werden jeder E-Mail > automatisch hinzugef?gt > und lassen keine R?ckschl?sse auf den Rechtscharakter der E-Mail zu. > > Diese Email kann vertrauliche und/oder rechtlich gesch?tzte Informationen > enthalten. Wenn sie nicht der richtige Adressat sind oder diese E-Mail irr- > t?mlich erhalten haben, informieren Sie bitte sofort diesen Absender und > ver- > nichten Sie diese E-Mail. Das unerlaubte Kopieren sowie die unbefugte > Weitergabe dieser E-Mail ist nicht gestattet. > > > >

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2.4.7 and 3.0.12 # or Ticket#
by Andy Wodfer 12 Jun '12

12 Jun '12

We've just upgraded from 2.4.7 to 3.0.12. I suspect something is wrong somewhere since OTRS doesn't seem to put replies to tickets created and answered on 2.4.7 into the correct ticket on 3.0.12. I see that in the subject field we used to have [#20120213 10000074] as a ticket number while on 3.0.12 we have Ticket#2012061110000114. I suspect this is causing some problems because instead of adding a reply to the existing 2.4.7 generated ticket the system now creates a new ticket with a new and old ticketnumber Ie: Ticket#2012061110000178 — Re: [#2012021310000074] Some title. Any idea of what I can do and where to change/fix this? Ideally I'd like to see only [#20120213 10000074] like we had in 2.4.7. Thanks for any help! Best regards, Andy

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Re: [otrs] Add template list to OutputFilterTextURL after upgrade to OTRS 3.1.6 from 3.0.11
by Mark Dissington 12 Jun '12

12 Jun '12

Thanks mg, Have applied the patch and the errors have stopped being logged. Thanks, Mark. >>> On 12/06/2012 at 07:40, Martin Gruner <martin.gruner(a)otrs.com> wrote: > Hi Mark, > > this is a bug, and it is already fixed: > http://bugs.otrs.org/show_bug.cgi?id=8543. > If you don't want to patch your system, you can ignore the messages for > now and upgrade to OTRS 3.1.7 when it is available. > > Regards, mg > > > Am 11.06.12 14:39, schrieb Mark Dissington: >> We've completed a successful upgrade to OTRS 3.1.6 but now have the error > below repeatedly logged to /var/log/messages >> >> Jun 11 11:32:40 zaphod OTRS-CGI-10[18479]: > [Notice][Kernel::Output::HTML::Layout::Ascii2Html] Please add a template list > to output filter Kernel::Output::HTML::OutputFilterTextURL to improve > performance. Use ALL if OutputFilter should modify all templates of the > system (deprecated). >> >> I've searched everywhere for how to do what is suggested, OTRS website, both > Dev and Admin manuals. But can't discover how to do what it suggests. The > closest I can find is Frontend::Output::FilterText###AAAURL in Framework -> > Core::Web in Sysconfig but doesn't seem to have anything to do with > templates. In fact, I don't even know what a Template in OTRS context is! >> >> Can someone point me in the right direction? >> >> TIA, >> Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

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Add template list to OutputFilterTextURL after upgrade to OTRS 3.1.6 from 3.0.11
by Mark Dissington 12 Jun '12

12 Jun '12

We've completed a successful upgrade to OTRS 3.1.6 but now have the error below repeatedly logged to /var/log/messages Jun 11 11:32:40 zaphod OTRS-CGI-10[18479]: [Notice][Kernel::Output::HTML::Layout::Ascii2Html] Please add a template list to output filter Kernel::Output::HTML::OutputFilterTextURL to improve performance. Use ALL if OutputFilter should modify all templates of the system (deprecated). I've searched everywhere for how to do what is suggested, OTRS website, both Dev and Admin manuals. But can't discover how to do what it suggests. The closest I can find is Frontend::Output::FilterText###AAAURL in Framework -> Core::Web in Sysconfig but doesn't seem to have anything to do with templates. In fact, I don't even know what a Template in OTRS context is! Can someone point me in the right direction? TIA, Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, UK, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

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CustomerTicketPrint as agent
by Julian Flake 11 Jun '12

11 Jun '12

Hi all, is there a way to invoke a customer module from agent interface? The requirement is, that agents should be able to print tickets for customers (that is generating PDF without internal articles). So perhaps there is a way to invoke Kernel::Module::CustomerTicketPrint (where all the PDF creation stuff is implemented) from a custom agent module? Or is there a more elegant way to realize the requirement? Thanks in advance for any advice. kind regards, Julian Flake

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