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RE: [otrs] How to extend OTRS?
by Hochsteger Andreas /INFO-MA 02 May '03

02 May '03

Hi! Here are some more questions: * Where do I have to register new *.dtl files to be displayed? * How can I url-encode content (Article::Subject, Article::Text), to be used in a link? * Is there somewhere an explanation for *.dtl files (syntax, methods, ...)? Excuse me, if those things have been answered before, but I didn't find anything. Bye, Andreas -----Ursprüngliche Nachricht----- Von: Hochsteger Andreas /INFO-MA [mailto:Andreas.Hochsteger@oeamtc.at] Gesendet: Freitag, 02. Mai 2003 16:17 An: otrs(a)otrs.org Betreff: [otrs] How to extend OTRS? Hi! I'd like to work on Bug 128 (Integration with Bugzilla, http://bugs.otrs.org/show_bug.cgi?id=128) and would need some guidance, on how to get started with extending OTRS. Here are my questions: What do I have to take care of, if I want to ... * extend the DB schema? - Which files are involved? - How should I do it (manually vs. install/update script)? * add new features to the web frontend - Which files are involved? - What has to be done to support theming/styles? * want to make things configurable? - Which config files are meant for which config data? - How do I access them? - How do I make them configurable via the admin interface? Is there somewhere a developer howto? Thanks, Andreas Hochsteger _______________________________________________ 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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How to extend OTRS?
by Hochsteger Andreas /INFO-MA 02 May '03

02 May '03

Hi! I'd like to work on Bug 128 (Integration with Bugzilla, http://bugs.otrs.org/show_bug.cgi?id=128) and would need some guidance, on how to get started with extending OTRS. Here are my questions: What do I have to take care of, if I want to ... * extend the DB schema? - Which files are involved? - How should I do it (manually vs. install/update script)? * add new features to the web frontend - Which files are involved? - What has to be done to support theming/styles? * want to make things configurable? - Which config files are meant for which config data? - How do I access them? - How do I make them configurable via the admin interface? Is there somewhere a developer howto? Thanks, Andreas Hochsteger

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Update File Link?
by L. Mark Stone 02 May '03

02 May '03

I'm probably going blind, but where is the link (or actual file) that describes how to update a system running 1.0.2 to 1.1 without losing the current database? The announcement letter mentions the file, but doesn't (that I saw) provide a link, or mention a location. I also couldn't find the update file browsing around the ftp site, nor in the 1.1 User Manual. Thanks! We are very excited to upgrade! _____________________________________________ A Message From... L. Mark Stone Reliable Networks of Maine, LLC 477 Congress Street, 5th Floor Portland, ME 04107 Tel: (207) 772-5678 Cell: (917) 597-2057 Email: LMStone(a)RNoME.com Private: LMStone(a)LMStone.com Web: http://www.rnome.com

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closed ticket email
by Adam Denenberg 02 May '03

02 May '03

Hello, Does anybody know how to set it up so OTRS sends an automatic email about a closed ticket. I want to email the customer saying that i figured out the problem.. Customer says thank you it worked. Then i close the ticket and the want the customer to get an email saying the ticket has been closed. Right now that doesnt happen. anybody know how to do this? thanks adam

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Installation of 1.1 failed
by Charles R. "Rusty" Thompson 01 May '03

01 May '03

Not sure what's up.. I wiped my SuSE system and reinstalled 8.1. Directly downloaded 1.1 and installed. When I run rcapache restart I get a segmentation fault at 208 in the rcapache script (esac) Any ideas? CT

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first login error
by Adam Denenberg 01 May '03

01 May '03

i am getting this on my first login.. DBD::mysql installed successfully and so did the mysql db's.. however getting this in the error log running 1.0.2 on redhat 7.3 thanks [Wed Apr 30 15:51:00 2003] index.pl: DBD::mysql::st execute failed: You have an error in your SQL syntax near ') AND login = 'root@localhost'' at line 1 at /usr/local/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 192. ERROR: OTRS-CGI-10 Perl: 5.6.1 OS: linux Time: Wed Apr 30 15:51:00 2003 Message: You have an error in your SQL syntax near ') AND login = 'root@localhost'' at line 1, SQL: 'SELECT pw, id FROM system_user WHERE valid_id in ( ) AND login = 'root@localhost'' Traceback (7394): Module: Kernel::System::Auth::DB::Auth Line: 88 Module: Kernel::System::Auth::Auth Line: 60 Module: /opt/otrs/bin/cgi-bin/index.pl Line: 183 [Wed Apr 30 15:51:00 2003] index.pl: DBD::mysql::st fetchrow_array failed: fetch() without execute() at /usr/local/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 205. any ideas? thanks adam

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RE: [otrs] Customer User Groups & Broadcast e-mails
by DTerrell＠Delphi-Tech.com 01 May '03

01 May '03

Beautiful, I'll use the note->external here. Another question about the locking, it seems odd that after a ticket is locked it seems to go to a different queue. We definately like the locking ticket idea, but the ability to view others' locked tickets and possibly add notes to that ticket (via follow-up email instead of directly into the ticket perhaps?) would be nice. Like I said before we collaborate on just about everything that comes in, unless its minor, in which case the ticket would most likely be closed by the first person to pick it up. Please also keep in mind we're newbies to this system, I appreciate all of your time greatly. -Dave -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, April 30, 2003 2:40 PM To: otrs(a)otrs.org Subject: Re: [otrs] Customer User Groups & Broadcast e-mails Hi Dave, On Wed, Apr 30, 2003 at 01:22:42PM -0400, DTerrell(a)Delphi-Tech.com wrote: > Thanks for the follow-up, knowing this, is there any harm in using > note-external? The way we're trying to do this, since this is replacing an > existing (non-existant) e-mail based helpdesk setup (as in, it was just all > e-mails, no tracking), we all like to see all the tickets, but respond > individually. Its the colaborative effort, since there's only four of us, > that gets all these things done. Being able to reply to agent e-mails isn't > available, adding notes would be...any suggestions on how we might go about > this? Right now we have the default queue and individual queues...but we've > all setup that the custom queue shows each-others' queue. Also, we don't > lock tickets, at least we try not to, but sometimes they still lock (any way > around that, too?). * If you don't want to send emails to the customer us the note-external. It's not active by default because some people was wondering because the customer got no email by adding an external note. * There is no workaround for not locking a ticket if somebody is working on it. Because the locking is one of the main ideas of OTRS. > -Dave Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Old programmers never die. They just branch to a new address. _______________________________________________ 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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RE: [otrs] Customer User Groups & Broadcast e-mails
by DTerrell＠Delphi-Tech.com 30 Apr '03

30 Apr '03

Very nice, I feel I have contributed in some way...I'm beginning to get a list of things, 'nice to have's if you will. Another that just came in is in the event someone would like to be notified that their ticket has been closed, and other customer users should be notified as well, would there be a way to close and CC or notify other users? -Dave -----Original Message----- From: Martin Edenhofer [mailto:martin@edenhofer.de] Sent: Wednesday, April 30, 2003 2:31 PM To: otrs(a)otrs.org Subject: Re: [otrs] Customer User Groups & Broadcast e-mails Hi Dave, On Wed, Apr 30, 2003 at 12:31:22PM -0400, DTerrell(a)Delphi-Tech.com wrote: > While working with OTRS is has become apparent, especially in our companies > alpha-stage testing of it, that we need to contact the customer users. I > think it would be good to also have a customer users grouping, and something > similar to the 'admin email' function, except to email customer users. * The 'contact customer' feature is on the todo list. * You can group customer users by CustomerID. * I added the enhance of AdminEmail with customer user to the todo list (misc - not scheduled yet/nobody is working on it yet). > TIA > -Dave Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- Perfection is our goal, excellence will be tolerated. -- J. Yahl _______________________________________________ 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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Multi-Agent use question
by Wes Plate 30 Apr '03

30 Apr '03

Right now I am the only "Agent", but that is soon to change. If I reply to a ticket, I become the "owner", right? So any follow-ups are directed to ME and to no other agents, right? What would be the procedure to put one of these follow-ups back into the queue? Or to direct it to a specific agent? I can imagine I can handle the first inquiry, but a follow-up may require that another agent take over, so I'd like to know how that is done. Thank you. -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com Now shipping Automatic Composition Import for Mac AND Windows! http://www.automaticduck.com/products/index.html

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RE: [otrs] Customer User Groups & Broadcast e-mails
by DTerrell＠Delphi-Tech.com 30 Apr '03

30 Apr '03

Thanks for the follow-up, knowing this, is there any harm in using note-external? The way we're trying to do this, since this is replacing an existing (non-existant) e-mail based helpdesk setup (as in, it was just all e-mails, no tracking), we all like to see all the tickets, but respond individually. Its the colaborative effort, since there's only four of us, that gets all these things done. Being able to reply to agent e-mails isn't available, adding notes would be...any suggestions on how we might go about this? Right now we have the default queue and individual queues...but we've all setup that the custom queue shows each-others' queue. Also, we don't lock tickets, at least we try not to, but sometimes they still lock (any way around that, too?). Thanks for helping the newb -Dave -----Original Message----- From: Robert Kehl [mailto:otrs@robertkehl.de] Sent: Wednesday, April 30, 2003 12:57 PM To: otrs(a)otrs.org Subject: AW: [otrs] Customer User Groups & Broadcast e-mails > Also, in using 1.1.0rc2 there isn't the ability to write Note-External? > What am I doing wrong. > > TIA > -Dave Nothing. See this from last Friday on the same list. Regards, Rob -----Ursprungliche Nachricht----- Von: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org]Im Auftrag von Martin Edenhofer Gesendet: Freitag, 25. April 2003 16:19 An: otrs(a)otrs.org Betreff: Re: [otrs] 1.1.0-RC2 Note type in 'Note' Hi Jim, On Fri, Apr 25, 2003 at 03:08:22PM +0100, Jim Wight wrote: > The only Note type offered when adding a note is note-internal. It was > the same in RC1. We changed the default note type selection to 'note-internal' (only) because 'note-external' and 'note-report' was confusing the users. -=> Note should just used for Agent<->Agent communication (not Agent<->Customer)! If you know this and you want to have the 'note-external' and 'note-report', add the followig to Kernel/Config.pm [...] $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 1, 'note-report' => 1, }; [...] > Jim Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "Security is a process, not a product." - Bruce Schneier _______________________________________________ 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 _______________________________________________ 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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