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How to: Use an event module to compute and store a value in a dynamic field to show it in customer UI
by Bogdan Iosif 02 Oct '13

02 Oct '13

Hi list, This email doesn't ask a question. Instead, I'll describe the solution to a problem, just in case anyone else finds it useful. =Problem= How do you use an event module to compute and store a value in a dynamic field, with the purpose of showing it in customer UI, in the grid where the list of tickets is shown? A real world example would be: How do you show a new column holding the moment when the latest article visible to the customer was added to the ticket? =Solution= The aforementioned grid is shown in a location identified in OTRS lingo as the CustomerTicketOverview view. This grid supports some customization via SysConfig: you can show two additional columns, Owner and Queue, and you can also show an arbitrary number of ticket dynamic fields. Thus we'll need to make use of a ticket dynamic field for our new column, since we want to avoid changing OTRS's original source files to keep future upgrades as smooth as possible. Now all we need is a way to compute the data for the new column, which I'll start referring to as "Last Updated". The solution is to write an Event Module, which is an extensibility mechanism provided by OTRS, so it's likely that it will function even across future OTRS versions even though it was tested on OTRS 3.2.3. The event module is a Perl source file, that we'll need to write, containing a class that is executed by OTRS whenever events that we'll specify are triggered. OTRS will provide our code with information related to the event context and so we'll have everything required to compute data for "Last Updated". Our event module will look at each article as it's added and determine if it'll be visible to the customer. If so, it will update the corresponding ticket's dynamic field for "Last Updated" to match the creation date of this article. ==Steps Towards Solution== 1. Create, via admin UI, a ticket dynamic field of type DateTime. I'll assume its name is DtTmLastChangeForCustUI but you can use anything else. 2. Configure, via SysConfig, the CustomerTicketOverview view to show DtTmLastChangeForCustUI, by adding its name to Ticket::Frontend::CustomerTicketOverview###DynamicField. 3. Create an event module to compute the values for DtTmLastChangeForCustUI. Because I have no idea how to add attachments that will also be available in the mailing list archives, I'll provide the code for this event module embedded in this email. You'll need to copy and paste the code in a source file named OtrsInstallDir\Custom\Kernel\System\Ticket\Event\LastChangeForCustomerUI.pm. The path for this source file is important. The provided code contains at least one small bug: it uses the date when the article was last changed instead of the date when it was created. Due to the code being designed to work only on ArticleCreate, there are no bad effects from this bug. 4. Hook up the event module to OTRS. You'll need to copy and paste the code for LastChangeForCustomerUI.xml from this email to OtrsInstallDir\Config\Files\LastChangeForCustomerUI.xml. Again, the path for this file is important. 5. At this point you'll want to logoff from OTRS using an admin account and logon again. Then navigate to SysConfig and there you should find a new group in the dropdown on the left, named LastChangeForCustomerUI. 6. Set the content of the TargetedDynamicFieldName key to DtTmLastChangeForCustUI for the new setting Ticket::EventModulePost###LastChangeForCustomerUI. 7. At this point you should be all set for the functionality to work but keep in mind that the field will be empty for already existent tickets so it will start having meaningful values as tickets are created or articles are added to older tickets. My company (www.totalsoft.ro) was behind the development of this small customization and they've decided it's OK to publish it to the public domain. So there are no licensing issues tied to this code. Enjoy, Bogdan Iosif Code for LastChangeForCustomerUI.xml: <?xml version="1.0" encoding="utf-8" ?> <otrs_config version="1.0" init="Changes"> <ConfigItem Name="Ticket::EventModulePost###LastChangeForCustomerUI" Required="0" Valid="1"> <Description Lang="en">Stores in TargetedDynamicFieldName the moment of the last ticket change, as it should be reported in the customer interface. The moment is captured when an article visible in the customer interface is created. This is why Event must be ArticleCreate. TargetedDynamicFieldName must be the name of an existent ticket dynamic field of "Date / Time" type.</Description> <Group>LastChangeForCustomerUI</Group> <SubGroup>LastChangeForCustomerUI</SubGroup> <Setting> <Hash> <Item Key="Module">Kernel::System::Ticket::Event::LastChangeForCustomerUI</Item> <Item Key="Event">(ArticleCreate)</Item> <Item Key="TargetedDynamicFieldName"></Item> </Hash> </Setting> </ConfigItem> </otrs_config> Code for LastChangeForCustomerUI.pm: # -- # Kernel/System/Ticket/Event/LastChangeForCustomerUI.pm # - Sets a configurable dynamic field to the changed date of the latest article visible to the customer # -- package Kernel::System::Ticket::Event::LastChangeForCustomerUI; use strict; use warnings; use Kernel::System::DynamicField; use Kernel::System::DynamicField::Backend; use Kernel::System::VariableCheck qw(:all); sub new { my ( $Type, %Param ) = @_; # allocate new hash for object my $Self = {}; bless( $Self, $Type ); # get needed objects for (qw(ConfigObject TicketObject LogObject TimeObject UserObject CustomerUserObject SendmailObject)) { $Self->{$_} = $Param{$_} || die "Got no $_!"; } # create additional objects $Self->{DynamicFieldObject} = Kernel::System::DynamicField->new( EncodeObject => $Param{TicketObject}->{EncodeObject}, MainObject => $Param{TicketObject}->{MainObject}, DBObject => $Param{TicketObject}->{DBObject}, %Param, ); $Self->{BackendObject} = Kernel::System::DynamicField::Backend->new( EncodeObject => $Param{TicketObject}->{EncodeObject}, MainObject => $Param{TicketObject}->{MainObject}, DBObject => $Param{TicketObject}->{DBObject}, TimeObject => $Param{TicketObject}->{TimeObject}, %Param, ); return $Self; } sub Run { my ( $Self, %Param ) = @_; =Enable only during debug $Self->{LogObject}->Log( Priority => 'debug', Message => 'Run() Dumping %Param:' ); $Self->{LogObject}->Dumper( Data => %Param ); =cut # check needed stuff for (qw(Data Event Config UserID)) { if ( !$Param{$_} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" ); return; } } if ( $Param{Event} ne 'ArticleCreate' ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Invalid event module configuration. Invoked on '$Param{Event}' while designed only for 'ArticleCreate'." ); return; } if ( !$Param{Config}->{TargetedDynamicFieldName} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Invalid event module configuration. Unspecified 'TargetedDynamicFieldName'." ); return; } for (qw(TicketID ArticleID)) { if ( !$Param{Data}->{$_} ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_ in Data!" ); return; } } # get dynamic field config my $DynamicFieldConfig = $Self->{DynamicFieldObject}->DynamicFieldGet( Name => $Param{Config}->{TargetedDynamicFieldName} ); if ( $DynamicFieldConfig->{FieldType} ne 'DateTime' ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Invalid event module configuration. '$Param{Config}->{TargetedDynamicFieldName}' dynamic field type is not 'DateTime'." ); return; } my @CustomerArticleTypes = $Self->{TicketObject}->ArticleTypeList( Type => 'Customer' ); my %Article = $Self->{TicketObject}->ArticleGet( ArticleID => $Param{Data}->{ArticleID}, ArticleType => \@CustomerArticleTypes, ); if(!%Article) { =Enable only during debug $Self->{LogObject}->Log( Priority => 'debug', Message => "Skipping LastChangeForCustomerUI update because article id $Param{Data}->{ArticleID} was not found amongst 'Customer' articles for ticket id $Param{Data}->{TicketID}." ); =cut return; } # set the value my $Success = $Self->{BackendObject}->ValueSet( DynamicFieldConfig => $DynamicFieldConfig, ObjectID => $Param{Data}->{TicketID}, Value => $Article{Changed}, UserID => $Param{UserID}, ); if ( !$Success ) { $Self->{LogObject}->Log( Priority => 'error', Message => "Can not set value to current time for dynamic field $DynamicFieldConfig->{Name}!" ); } return 1; } 1;

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Adding more fields to the table users / user_preferences with an LDAP integration
by Olivier Macchioni 01 Oct '13

01 Oct '13

Hello dear list, I'm using an LDAP integration for the AuthSyncModule For reporting reasons, I'd like to add one more information in OTRS - the Agent's "departmentNumber", which is of course stored in LDAP. I tried adding it to AuthSyncModule::LDAP::UserSyncMap: $Self->{'AuthSyncModule::LDAP::UserSyncMap'} = { # DB -> LDAP UserFirstname => 'givenName', UserLastname => 'sn', UserEmail => 'mail', UserGroup => 'departmentNumber', }; But this field is not synchronized (I somehow expected it to show up in user_preferences). What's the recommended way to do this? Thanks, Olivier

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Agents logged in to OTRS Dashboard
by Kaushal Shriyan 28 Sep '13

28 Sep '13

Hi, Is there a way to check if otrs ticketing dashboard is being used by Agents at a specific moment of time period for example around 11:00 pm in the night? I am using select count(*) from ticket in mysql database to see for any new tickets or web server access logs /var/log/httpd/access_log Please suggest any better method to check if OTRS ticketing system or dashboard is being is used. Regards, Kaushal

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upgrade from 3.1 to 3.2: ITSM 3.1.4 packagenot correclty deployed
by Olivier Sallou 27 Sep '13

27 Sep '13

Hi, I have upgraded my installation from 3.1 to 3.2 and upgraded my ITSM packages to via a remote repository. I still have an error on : "ITSM 3.1.4 - Package not correctly deployed! Please reinstall the package." I have ITSMChangeManagement, Incident..... all upgraded but I still have a component named ITSM in version 3.1.4 with no equivalent in 3.2. If I try to uninstall it, it is said it will delete all created tables (ChangeManagement etc...), and I do not want this.... How can I remove this error message or drop the ITSM package form my local repository? Thanks Olivier -- gpg key id: 4096R/326D8438 (keyring.debian.org) Key fingerprint = 5FB4 6F83 D3B9 5204 6335 D26D 78DC 68DB 326D 8438

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Display "Accounted time" of ticket in customer's view, too
by Claudio Kuenzler 27 Sep '13

27 Sep '13

Hello OTRS folks, Is it possible to show the "Accounted time" of a ticket in the customer's view of the ticket? The agent can see it in the Ticket Information on the right side: "Accounted time: 30" While the customer, for the same ticket, only can see the following information: - State - Priority - Queue It would be great, if the accounted time of the ticket can be added into the customer's view of the ticket information. Thanks, Claudio

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SystemMonitoring - Per queue-ish...?!
by Sune T. Tougaard 27 Sep '13

27 Sep '13

Hi list, I have a situation where I'd like to have the SystemMonitoring module handle almost identical tickets in multiple queues. With my current config, it doesn' work so well. Here's what happens: A host or service goes down somewhere, and our monitoring software sends two (almost) identical alerts/e-mails. One to "IT-Helpdesk" because something is wrong with a hosted solution, and one to "Product-A-Helpdesk" because something is wrong with a product "A". When the e-mail arrives in the IT queue, a new ticket is created and subsequent alerts is tied to the existing ticket. However, the second e-mail that goes to the product queue is *also* tied to the IT ticket (or the other way around, depending on which e-mail arrives first). That's undesirable in this situation. One might argue that IT should be given access to the product queue, but that doesn't make sense as only a few of the tickets there relate to IT. The same argument is valid the other way around. A separate monitoring queue where both have access might be a way, but also seems a bit overkill. As far as I have understood, SystemMonitoring tries to put together alerts for the same host by matching on "host" and "service", and then sets the state from "state". I could have the monitoring software name the "host" something different for the product queue, but I'd also like to keep the host the DNS name of the device. Perhaps just changing "service" is where I'll end up, but do any of you see another way forward? Could I have SystemMonitoring match on yet another field besides host and service? (and how would I go around doing this) Calling the service "<service>_Product-A", I guess would fix it (if my assumption above is correct). Thanks for any insight, and have a great weekend all. :-) -- /S

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Re: [otrs] otrs Digest, Vol 60, Issue 20
by Manuel Fernández 26 Sep '13

26 Sep '13

Dear. One question, as I can desvilcular or remove the links between configuration items in the CMDB? Thanks for your help Manuel Fernández > From: otrs-request(a)otrs.org > Subject: otrs Digest, Vol 60, Issue 20 > To: otrs(a)otrs.org > Date: Thu, 26 Sep 2013 14:32:09 +0000 > > 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: Error when replying to a ticket email (Alvaro Cordero) > 2. Re: Error when replying to a ticket email (Finetti, Stefano) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Thu, 26 Sep 2013 08:09:14 -0600 > From: Alvaro Cordero <alvaro(a)gridshield.net> > Subject: Re: [otrs] Error when replying to a ticket email > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <CAKzf-ZMoJ39TnwYJ7Gp-J2A3Kvx3XWOVhThJBB+RJa20BbHzHw(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Hello Stefano, > > Depending on the version you are coming from, it migth be needed for you to > reload the java script functions, so all the js gets correctly updated. > > I happened to me during a migration from 2.4 up to 3.2 some in the middle > it started to show errors when loading different pages. > > You have to look into FrontEnd::Agent::ModuleRegistration and try to set > all aspects to default and then set them back as you have them, it will > make the js to be availble. > > Thats a shot, but it migth do it, also check some of the recomendations > from the upgrade file, it has some tricky things you migth have passed out. > > Regards > > > 2013/9/20 Finetti, Stefano <sfinetti(a)lynx-international.com> > > > Hello, > > > > After update to 3.2.10, I've noticed that if I try to reply to a customer > > ticket using the "reply" function into the ticket screen, I get this error: > > > > > > Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Fri Sep 20 > > 10:49:14 2013 Message: Need ArticleType or ArticleTypeID! RemoteAddress: > > XXX.XXX.XXX.XXX RequestURI: /otrs/index.pl Traceback (22620): Module: > > Kernel::System::Ticket::Article::ArticleSend (OTRS 3.2.10) Line: 2022 > > Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.2.10) Line: 765 > > Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.10) Line: 863 > > Module: /var/www/support.xxxxxxxxxxxxx.com/web/otrs/bin/cgi-bin/index.pl(unknown version) Line: 41 > > > > > > (I've masked some irrelevant but rather private information) > > > > Any hint? > > It seems like the ArticleType is not set, but in the database, the table > > is just as it has to be: > > > > email-externalemail-internal email-notification-extemail-notification-int > > fax note-externalnote-internal note-reportphonesms webrequest > > > > > > > > -- > > *Lynx International Srl* > > *Stefano Finetti* > > *Customer Service Manager* > > *http://www.lynx-international.com* > > > > *Axed Group* > > Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina > > Skype: *ssfinetti* > > Mobile: +39 348.38.58.165 > > * > > * > > > > This e-mail and any files transmitted contain documentation which is > > highly confidential and intended solely for the use of the individual or > > entity to whom they are addressed. All written data and other information > > in the documentation is and shall remain the property of the disclosing > > party. If you are not the intended recipient you are hereby formally > > notified that any disclosure, dissemination, forwarding, storing, copying > > or use of any of the information is strictly prohibited and will be legally > > pursued. If you received this in error, please contact the sender and > > destroy the documentation including deletion of the same from any computer. > > Thank you. > > --------------------------------------------------------------------- > > 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 > > > > > > -- > ___________________________ > Alvaro Cordero Retana > Consultor de Tecnologias > Gridshield Monitoreo de Redes e > Infraestructura. > 2258-5757 ext 123 > alvaro(a)gridshield.net > www.gridshield.net >

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Error when replying to a ticket email
by Finetti, Stefano 26 Sep '13

26 Sep '13

Hello, After update to 3.2.10, I've noticed that if I try to reply to a customer ticket using the "reply" function into the ticket screen, I get this error: Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Fri Sep 20 10:49:14 2013 Message: Need ArticleType or ArticleTypeID! RemoteAddress: XXX.XXX.XXX.XXX RequestURI: /otrs/index.pl Traceback (22620): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.2.10) Line: 2022 Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.2.10) Line: 765 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.10) Line: 863 Module: /var/www/support.xxxxxxxxxxxxx.com/web/otrs/bin/cgi-bin/index.pl(unknown version) Line: 41 (I've masked some irrelevant but rather private information) Any hint? It seems like the ArticleType is not set, but in the database, the table is just as it has to be: email-externalemail-internalemail-notification-extemail-notification-intfax note-externalnote-internalnote-reportphonesmswebrequest -- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* *http://www.lynx-international.com* *Axed Group* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina Skype: *ssfinetti* Mobile: +39 348.38.58.165 * * -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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Hide Survey Button from Agent interface
by Finetti, Stefano 18 Sep '13

18 Sep '13

Hi everyone, I just started to use the Survey addon for OTRS and I'noticed something that probably will prevent me to use it for a long time: it is , apparently, completely visible to agents. Since I'm using it to measure the customer satisfaction about agents' work... they should be the last ones to see WHO said WHAT about them... Actually, a normal user with no admin privileges can do any kind of modifications he (or she) desires on the survey I created, reading stats and even details on the answer. This is inacceptable for my needs, so I'd like to know, if possible: - am I wrong and there is the possibility to "hide" the survey button via config - having the survey so public is "as intended" and I should not expect to find a different solution (apart from scripting it by myself)? Thanks in advance for any answer Stefano -- *Lynx International Srl* *Stefano Finetti* *Customer Service Manager* -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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TicketSolutionResponseTime coming Negative
by Darshak Modi 16 Sep '13

16 Sep '13

Hi, I am creating a report for average solution time for the ticket , using TicketSolutionResponseTime. I think not proper. But still If I run, it gives me -ve values. Any suggestion, how to get average ticket solution time for agent/queue ?

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