August 2012 - otrs - OTRS mailing lists

Re: [otrs] Value Unchecked is invalid for Checkbox fields [SOLVED]
by Juan Manuel Clavero Almirón 21 Aug '12

21 Aug '12

Ok, sorry... I asked before trying... values are 0 for 'Unchecked' and 1 for 'Checked' Kind regards, Juan Clavero -----Mensaje original----- De: Juan Manuel Clavero Almirón Enviado el: martes, 21 de agosto de 2012 10:58 Para: otrs(a)otrs.org Asunto: Value Unchecked is invalid for Checkbox fields Hi all, I’ve added a checkbox dynamic field and we want it to be unchecked by default for all tickets. It would be checked manually by the agents. I’ve set Ticket::EventModulePost###TicketDynamicFieldDefault: · Module => Kernel::System::Ticket::Event::TicketDynamicFieldDefault · Transaction => 1 and Ticket::TicketDynamicFieldDefault###Element1: · Event => TicketCreate · Name => Custom_Field_Name · Value => Unchecked But I get the error in the Subject when I create a ticket: 'Value Unchecked is invalid for Checkbox fields' So, my question is: what default value should I use for checkbox fields? Btw, 'Checked' is not valid either. Kind regards, Juan Clavero

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Value Unchecked is invalid for Checkbox fields
by Juan Manuel Clavero Almirón 21 Aug '12

21 Aug '12

Hi all, I’ve added a checkbox dynamic field and we want it to be unchecked by default for all tickets. It would be checked manually by the agents. I’ve set Ticket::EventModulePost###TicketDynamicFieldDefault: · Module => Kernel::System::Ticket::Event::TicketDynamicFieldDefault · Transaction => 1 and Ticket::TicketDynamicFieldDefault###Element1: · Event => TicketCreate · Name => Custom_Field_Name · Value => Unchecked But I get the error in the Subject when I create a ticket: 'Value Unchecked is invalid for Checkbox fields' So, my question is: what default value should I use for checkbox fields? Btw, 'Checked' is not valid either. Kind regards, Juan Clavero

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problem installing OTRSMasterSlave
by Juan Manuel Clavero Almirón 21 Aug '12

21 Aug '12

Hi all, In my test installation, OTRSMasterSlave didn’t rename TicketFreeText12 dynamic field to MasterSlave and didn’t set it as valid. Some things were not working as I expected until I realized this was the origin. Is it a normal behaviour of the installation? I followed the steps in http://forums.otterhub.org/viewtopic.php?f=60&t=15497 and the video linked Kind regards, Juan Clavero

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Dashboard
by markus＠thues.net 19 Aug '12

19 Aug '12

Hi, we've successfully deployed OTRS as Administration and School Management System at a local School ( ~ 1200 Pupils, 100 Teachers). Now a new Teachers Room and Aula is being build and we'd like to place some Big Flatscreens there that should present: Aula (Forum): An Overview of all Open Tasks in The Queue "Changes" In the Teachers Room: 2 Flatscreens. First: All Tasks of Queue "Administration" and 2nd: Queue "Changes" But how do I do so ? (Btw: Every System in that schools is an Apple Mac) Thanks in Advance, Markus

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Setting up two OTRS instances in single windows server
by Naresh Reddy c 18 Aug '12

18 Aug '12

Hello All, I want to setup two separate OTRS instances in a single server (Windows Server). We did not want to share anything (customers,agents,queues ,tickets and others) between these two instances. 1.Is it possible to achieve above requirement ? If yes please let me know the detailed procedure for windows. 2.If no ,can i install two otrs's in a single server ? If yes tell me how to do that. Thank you

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DynamicFieldValueObject using SOAP
by Bernard Chambon 17 Aug '12

17 Aug '12

Hello, HAs anyone try to set a dynamic field, using SOAP protocol, with PERL language ? To me more concrete, I write a PERL code to create and update ticket, That's ok. I want to set a dynamic fiel with something like : $rc = $RPC->Dispatch($SOAP_User, $SOAP_Pass, 'DynamicFieldValueObject', 'ValueSet', FieldID => '123', ObjectType => 'Ticket , ObjectID => $ticketID, UserID => $userID, Value => ?, ); The question is : what to give to Value ? Looking at DynamicFieldValue.pm (Kernel/System/), It seems that it must be an ARRAY of HASH Thanks for helps Regards --------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18

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How to add columns to CustomerTicketOverview table properly?
by Rouven Sacha 17 Aug '12

17 Aug '12

Hello all, i'd like to add a couple of columns to the ticket overview table in otrs 3.1.3 and I think I am halfway done. Two problems are left, though, and I would gladly accept any help with these. What I've done so far: I edited the CustomerTicketOverview.tdl template and added three fields ("Priority, "Reporter" and "Created") to the html table as follows: Header rows: <th class="Priority $LQData{"PrioritySort"}"> <a href="$Env{"Baselink"}Action=$Env{"Action"};Subaction=$Env{"Subaction"};SortBy=Priority;OrderBy=$LQData{"OrderBy"} Filter=$LQData{"Filter"}"> $Text{"Priority"} </a> </th> <th class="Reporter $LQData{"ReporterSort"}"> <a href="$Env{"Baselink"}Action=$Env{"Action"};Subaction=$Env{"Subaction"};SortBy=Reporter;OrderBy=$LQData{"OrderBy"};Filter=$LQData{"Filter"}"> $Text{"Reporter"} </a> </th> <th class="Created $LQData{"CreatedSort"}"> <a href="$Env{"Baselink"}Action=$Env{"Action"};Subaction=$Env{"Subaction"};SortBy=Created;OrderBy=$LQData{"OrderBy"};Filter=$LQData{"Filter"}"> $Text{"Created"} </a> </th> and data rows: <td class="Priority" title="$QData{"Priority"}"}">$QData{"Priority"}</td> <td class="CustomerUserID" title="$QData{"CustomerUserID"}">$QData{"CustomerUserID"}</td> <td class="Created" title="$QData{"Created"}">$QData{"Created"}</td> Bingo! These changes make the needed columns appear like expected and they contain valid data. Two problems remain: 1) I can sort the CustomerTicketOverview table by "priority" but not by "reporter" or "created". If I click on the column header of the latter two - to trigger the sorting event - the customer welcome page is being displayed instead of the ticket overview table. The error logs seem to indicate that "sortBy=Reporter" is invalid: [Thu Aug 16 22:12:18 2012] -e: Use of uninitialized value in concatenation (.) or string at /opt/otrs//Kernel/System/Log.pm line 161. ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Thu Aug 16 22:12:18 2012 Message: Need valid SortBy (Reporter)! Traceback (21908): Module: Kernel::System::TicketSearch::TicketSearch (v1.12) Line: 411 Module: Kernel::Modules::CustomerTicketOverview::Run (v1.4) Line: 193 Module: Kernel::System::Web::InterfaceCustomer::Run (v1.63) Line: 998 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_customer_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.44) Line: 204 Module: ModPerl::RegistryCooker::run (v1.44) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.44) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 Where are those declared? 2) The headers of the new columns lack the sortOrder image that identifies the sorting column by a highlighted background and the sorting order by an arrow. From wild grepping of the code (i am not a perl hacker), i concluded that the necessary CSS classes for setting the background image for the column header are being generated on the fly by CustomerTicketOverview.pm. Looking at that code, i tried to add the seemingly necessary variables by following the examples of the preexisting ones. In this case, i added "ownerSort": [...] my $OrderBy = 'Down'; if ( $Self->{OrderBy} eq 'Down' ) { $OrderBy = 'Up'; } my $Sort = ''; my $StateSort = ''; my $TicketSort = ''; my $TitleSort = ''; my $AgeSort = ''; my $OwnerSort = ''; # this sets the opposit to the $OrderBy if ( $OrderBy eq 'Down' ) { $Sort = 'SortAscending'; } if ( $OrderBy eq 'Up' ) { $Sort = 'SortDescending'; } # perl is missing 'switch' :-| have to learn to work effectivly without it if ( $Self->{SortBy} eq 'State' ) { $StateSort = $Sort; } if ( $Self->{SortBy} eq 'Ticket' ) { $TicketSort = $Sort; } if ( $Self->{SortBy} eq 'Title' ) { $TitleSort = $Sort; } if ( $Self->{SortBy} eq 'Age' ) { $AgeSort = $Sort; } if ( $Self->{SortBy} eq 'Owner' ) { $OwnerSort = $Sort; } $Self->{LayoutObject}->Block( Name => 'Filled', Data => { %Param, %PNav, OrderBy => $OrderBy, StateSort => $StateSort, TicketSort => $TicketSort, TitleSort => $TitleSort, AgeSort => $AgeSort, OwnerSort => $OwnerSort, Filter => $Self->{Filter}, }, ); [...] However, this change makes loading the CustomerTicketOverview.pm module fail with: "Global symbol "%PNav" requires explicit package name at /opt/otrs//Kernel/Modules/CustomerTicketOverview.pm line 297. Compilation failed in require at /opt/otrs/Kernel/cpan-lib/Apache2/Reload.pm line 181." Questions are: 1. What is wrong with the links in the "reporter" and "created" columns header that they display the welcome page instead of the table and is there a way to fix that? 2. How can i make the correct icons appear in the new columns header fields so that the user has an indication of what es being sorted and how? Any help is being greatly appreciated! Cheers, Rouven -- Blinkenlichten Open Source Solutions Maass Sacha GbR | Weigandufer 45 | 12059 Berlin tel: +493013896247 | fax: +493013896249 | mob: +491744220127 Web: http://www.blinkenlichten.de/ G+: http://gplus.to/blinkenlichten Blinkenlichten Zarafa Hosted Tweets: http://twitter.com/zarafamail/

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Saving FAQ attachments on fileserver
by Sterrenburg, Erwin 16 Aug '12

16 Aug '12

Dear OTRS users, I have some problems saving the OTRS attachments related to FAQs as I want them to be saved. Now that I have set the WebUploadCacheModule to "FS" and increased the WebMaxFileUpload, i can upload the large files that i want. However, whereas the attachments related to tickets are saved as files, attachments related to FAQs are still saved in the database. I see how the file's are first saved in "C:\Program Files (x86)\OTRS\OTRS\var\tmp\upload_cache", but after uploading is completely, i can only find the attachment in the database itself. So, my question is: How can i also save the attachments related to FAQs on the fileserver? My configuration is as follows: Server OS: Windows Server 2008 Version: OTRS 3.0.10 (used standard windows installer) Perl: StrawberryPerl Webserver: Apache Database: MySQL Thanks in advance, Erwin Sterrenburg This email and any attachments are intended solely for the use of the addressee(s); disclosure or copying by others than the intended person(s) is strictly prohibited. If you have received this email in error, please treat this email as confidential, notify the sender and delete all copies of the email immediately.

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Re: [otrs] otrs Digest, Vol 47, Issue 30
by Rob Lange 16 Aug '12

16 Aug '12

Where can I download altered templates. I am really finding it hard to create my own and its quite urgent. Kind Regards, Rob Lange Business Solutions Manager Business Solutions Unit ICT SASSA, Eastern Cape Office : (043) 707 6436 Fax : 0866010239 Cell : 0824575444 E-mail : RobL(a)sassa.gov.za ______________________________________________________________________ This outbound email has been scanned by the IS Mail Control service. For more information please visit http://www.is.co.za ______________________________________________________________________

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State for survey
by Carlos Andrés Gallego Arboleda 15 Aug '12

15 Aug '12

Hi Everyone, before we have configurate the survey to send only on one specific state, update this file /opt/otrs/Kernel/System/Ticket/Event/SurveySendRequest.pm return 1 if $Ticket{State} ne 'CERRADO'; And workś good, but, now we need to use 2 states to send the survey. like this. return 1 if ($Ticket{State} ne 'CERRADO ADMINISTRATIVO' || $Ticket{State} ne 'CERRADO'); But now, the survey are not send to anyone, do you know how to configure this? Thanks for your help.

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