- otrs - OTRS mailing lists

State of a Ticket & Grouping of Tickets
by Tom Schröder 18 Jun '02

18 Jun '02

Hi, I have installed OTRS recently and played with the settings and the system. Now I have some questions! ;-) - Is there a way to change the state of a ticket? All Tickets are marked as "new". How can I switch to state "open" or is this done automagically? - Is it possible to group tickets together, when they are all matching the same problem? I'm using the 0.5 Beta5. Thank you for this piece of software. have fun, bye!tom -- || Tom Schroeder || Systemadministrator || TILL.DE || || ts(a)till.de || http://www.till.de/ || info(a)till.de ||

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Time spent on a ticket resolution/startup-script for redhat..
by Pablo Ruiz Garcia 09 Jun '02

09 Jun '02

Is there any way to store/get the time spent on the resolution of a ticket? And ¿What are the "Stop work"/"Start work" links for? PD: The attached file is a redhat's startup script -- Pablo Ruiz Garcia (Pci) Consultor de Seguridad - Tiger Team IP6 Seguridad (pruiz(a)ip6seguridad.com) http://www.ip6seguridad.com/pgp/pruiz.asc

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howto automated email on close?
by Ingo Ciechowski 09 Jun '02

09 Jun '02

Hi, I'm trying to generate an automated mail to the ticket originator whenever a ticket is closed, so that he's informed about the status change. Am I right that there's usually no way to get that - and if so: what's the easiest approach to get this going? Ingo -- -----BEGIN GEEK CODE BLOCK----- Version: 3.1 GCM/IT/B/O d+(-) s+:++ a C++ UL++++$ P++$ L+++@ E- W+++@ N+ o? K? w-- O M++@ V PS+ PE++ Y+ PGP++ t++ 5 X R tv+ b+@ DI+@ D--- G+ e? h-- r+++@ y? ------END GEEK CODE BLOCK------

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Authentification abstraction
by Atif Ghaffar 09 Jun '02

09 Jun '02

Hi all, I want to separate user_information from auth_information. The reason is that the authentification may come from some other source. The authorization will still be done from otrs db. Examples. Users in LDAP: Authentify from LDAP. (user/pass ok? next : deny) Authorize from (user in db and isValid ? next : deny ) Users from another DB: Horde users for example: Or maybe a site running Slashcode/phpversion of slashdot Authentify from another DB( define db, table, userfield, passfield) Authorize from otrs Users from otrs DB: Authentify from table (auth) Authorie from table (system_users) makes sense? I want to create a small table called "auth" id int auto_increment login varchar not null pw varchat not null and authentify from this table. Once this goal is reached, writting other Auth classes would be a breeze. please comment. best regards PS:: Is there a dev mailing list? If yes, I dont want to bore the users. -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar(a)developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq

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HTML Output changes
by Atif Ghaffar 09 Jun '02

09 Jun '02

hi Martin, I want to make changes to the default theme. I am working on the CVS currently. Shall I make changes to Standard theme or shall I create a new one? Also, I want to use CSS instead of font colors etc where possible. The CSS can be in the header file or an external file. The idea is that just by modifying the CSS attributes, you can have a different looking setup. waiting for your input. best regards. -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar(a)developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq

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Successfull closed tickets reopenable?
by Stefan Schmidt 07 Jun '02

07 Jun '02

Hi, can someone (Martin I think) tell me, what happens to a ticket, which was closed successfully by an agent answer, when a customer reply arrives? I (beta5) have the problem, that [stats] tells me, there are 2 open tickets, but only one is shown in the QueueView. If I look at the ticket history, I can see the answer has arrived, but the ticket state is closed. What can I do? The customer gets no answer, I cannot see the inquiry, so nothing will be done... BTW: is there a possibility to reopen a ticket? If it is a bug, I enter it in bugzilla, so tell me if it was my fault, or OTRS's. Stefan -- Stefan Schmidt Email: jsj(a)jsj.dyndns.org jsj(a)exsuse.de Bremen jsj-hb(a)t-online.de s.schmidt(a)iu-bremen.de

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html formatted mails
by Christoph Kaulich 05 Jun '02

05 Jun '02

Hello, I was just playing around with otrs. And I received a html formatted mail. In the qeue view it was displayed in source code, very hard to read. I had to zoom to read this mail. Is there a way to change this? Christoph

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Group.pm addGroup, getGroupID, getUserId, addUser2Group setPassword
by Atif Ghaffar 05 Jun '02

05 Jun '02

hi guys. Here is a Group.pm and also some scripts. You may be wondering why all scripts are prefixed with otrs. I have /opt/OpenTRS/bin in my path. Other admins may also have it like that, so I dont with that a script overrided another system command. if an admin types otrs.something, he obviously wanted to run the otrs command. I follow the same scheme in ISPMan. So here are the scripts. otrs.addGroup: Updated. Using Group.pm Adds a group and returns the group id otrs.getGroupID: Returns numeric group id for the group Usage: otrs.getGroupID group_name otrs.getUserID: Returns numeric user id for the user otrs.addUser2Group: Usage: otrs.addUser2Group username groupname Adds the user to the group. If the user already existed in the group, it wont add again. otrs.addUser : Revised. It will accept -g groupname If a goupname is given it will also add the user to the group otrs.setPassword Changes the passord of a user Usage: otrs.setPassword username password Example: otrs.setPassword root@localhost some-pass Changed files: Group.pm (New file) User.pm (Added method GetUserIdByName best regards -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar(a)developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq #!/usr/bin/perl -w # -- # otrs.addGroup - Add Group from CLI package main; BEGIN{ use FindBin; unshift @INC, ($FindBin::Bin , "$FindBin::Bin/../"); use vars qw (%opts); use Getopt::Std; getopt('c', \%opts); unless ($ARGV[0]){ print "$FindBin::Script [-c comment] groupname"; print "\n"; exit; } } package main; use lib '/opt/OpenTRS/'; use strict; use Kernel::Config; use Kernel::System::Syslog; use Kernel::System::DB; use Kernel::System::Group; # -- # create common objects # -- my %CommonObject = (); $CommonObject{LogObject} = Kernel::System::Syslog->new(); $CommonObject{ConfigObject} = Kernel::Config->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); $CommonObject{GroupObject} = Kernel::System::Group->new(%CommonObject); my %Param; undef %Param; #user id of the person adding the record $Param{UserID}='1'; #Validrecord $Param{ValidID}='1'; $Param{Comment}=$opts{'c'}; $Param{Name}=$ARGV[0]; if ( my $gid=$CommonObject{GroupObject}->GroupAdd(%Param) ){ print "Group added. group id is $gid\n"; } # -- exit (0); #!/usr/bin/perl -w # -- # otrs.addUser - Add User from CLI BEGIN{ use FindBin; unshift @INC, ($FindBin::Bin , "$FindBin::Bin/../"); use vars qw (%opts); use Getopt::Std; getopt('flpg', \%opts); unless ($ARGV[0]){ print "$FindBin::Script [-f firstname] [-l lastname] [-p password] [-g groupname] username\n"; print "\tif you define -g with a valid group name then the user will be added that group\n"; print "\n"; exit; } } use lib '/opt/OpenTRS/'; use strict; use Kernel::Config; use Kernel::System::Syslog; use Kernel::System::DB; use Kernel::System::User; # -- # create common objects # -- my %CommonObject = (); $CommonObject{LogObject} = Kernel::System::Syslog->new(); $CommonObject{ConfigObject} = Kernel::Config->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); $CommonObject{UserObject} = Kernel::System::User->new(%CommonObject); my %Param; undef %Param; #user id of the person adding the record $Param{UserID}='1'; #Validrecord $Param{ValidID}='1'; $Param{Firstname}=$opts{'f'}; $Param{Lastname}=$opts{'l'}; $Param{Pw}=$opts{'p'}; $Param{Login}=$ARGV[0]; if ( $Param{UID}=$CommonObject{UserObject}->UserAdd(%Param) ){ print "User added. user id is $Param{UID}\n"; } if ($opts{'g'}) { # bring in the groups module require Kernel::System::Group; import Kernel::System::Group; $CommonObject{GroupObject} = Kernel::System::Group->new(%CommonObject); $Param{Group}=$opts{'g'}; if ($Param{GID}=$CommonObject{GroupObject}->GetGroupIdByName(%Param)){ print "Found Group.. GID is $Param{GID}" , "\n"; } else { print "Failed to get Group ID. Perhaps non-existent group..\n"; } if ($CommonObject{GroupObject}->MemberAdd(%Param)) { print "User added to group\n"; } else { print "Failed to add user to group\n"; } } # -- exit (0); #!/usr/bin/perl -w # -- # otrs.addUser - Add User from CLI use lib '/opt/OpenTRS/'; use strict; use Kernel::Config; use Kernel::System::Syslog; use Kernel::System::DB; use Kernel::System::User; use Kernel::System::Group; # -- # create common objects # -- my %CommonObject = (); $CommonObject{LogObject} = Kernel::System::Syslog->new(); $CommonObject{ConfigObject} = Kernel::Config->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); $CommonObject{UserObject} = Kernel::System::User->new(%CommonObject); $CommonObject{GroupObject} = Kernel::System::Group->new(%CommonObject); my %Param; undef %Param; #user id of the person adding the record? #root@loclhost? right? $Param{UserID}='1'; #Validrecord $Param{ValidID}='1'; $Param{User}=$ARGV[0]; unless ($Param{UID}=$CommonObject{UserObject}->GetUserIdByName(%Param)){ print "Failed to get User ID. Perhaps non-existent user..\n"; exit; } $Param{Group}=$ARGV[1]; unless ($Param{GID}=$CommonObject{GroupObject}->GetGroupIdByName(%Param)){ print "Failed to get Group ID. Perhaps non-existent group..\n"; exit; } print "GID $Param{GID} \n"; print "UID $Param{UID} \n"; $CommonObject{GroupObject}->MemberAdd(%Param); # -- exit (0); #!/usr/bin/perl -w # -- # otrs.getGroupID - return numeric group id use lib '/opt/OpenTRS/'; use strict; use Kernel::Config; use Kernel::System::Syslog; use Kernel::System::DB; use Kernel::System::Group; # -- # create common objects # -- my %CommonObject = (); $CommonObject{LogObject} = Kernel::System::Syslog->new(); $CommonObject{ConfigObject} = Kernel::Config->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); $CommonObject{GroupObject} = Kernel::System::Group->new(%CommonObject); my %Param; undef %Param; #user id of the person making the query $Param{UserID}='1'; $Param{Group}=$ARGV[0]; if (my $gid=$CommonObject{GroupObject}->GetGroupIdByName(%Param)){ print $gid , "\n"; } else { print "Failed to get Group ID. Perhaps non-existent group..\n"; } # -- exit (0); #!/usr/bin/perl -w # -- # otrs.getUserId - Returns numeric user id use lib '/opt/OpenTRS/'; use strict; use Kernel::Config; use Kernel::System::Syslog; use Kernel::System::DB; use Kernel::System::User; # -- # create common objects # -- my %CommonObject = (); $CommonObject{LogObject} = Kernel::System::Syslog->new(); $CommonObject{ConfigObject} = Kernel::Config->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); $CommonObject{UserObject} = Kernel::System::User->new(%CommonObject); my %Param; undef %Param; #user id of the person making the query $Param{UserID}='1'; $Param{User}=$ARGV[0]; if (my $uid=$CommonObject{UserObject}->GetUserIdByName(%Param)){ print $uid , "\n"; } else { print "Failed to get User ID. Perhaps non-existent user..\n"; } # -- exit (0); #!/usr/bin/perl -w # -- # otrs.setPassword - Changes or Sets password for a user BEGIN{ use FindBin; unshift @INC, ($FindBin::Bin , "$FindBin::Bin/../"); unless ($ARGV[1]){ print "$FindBin::Script username password"; print "\n"; exit; } } use lib '/opt/OpenTRS/'; use strict; use Kernel::Config; use Kernel::System::Syslog; use Kernel::System::DB; use Kernel::System::User; # -- # create common objects # -- my %CommonObject = (); $CommonObject{LogObject} = Kernel::System::Syslog->new(); $CommonObject{ConfigObject} = Kernel::Config->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); $CommonObject{UserObject} = Kernel::System::User->new(%CommonObject); my %Param; undef %Param; # user id of the person Changing the record $Param{UserID}='1'; $Param{UserLogin}=$ARGV[0]; $Param{PW}=$ARGV[1]; $CommonObject{UserObject}->SetPassword(%Param); # -- exit (0);

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otrs.addUser
by Atif Ghaffar 05 Jun '02

05 Jun '02

hi, Here is my first attempt. Please correct, criticize , comment , etc. I am still not very sure if I did that right. best regards -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar(a)developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq #!/usr/bin/perl -w # -- # otrs.addUser - Add User from CLI BEGIN{ use FindBin; unshift @INC, ($FindBin::Bin , "$FindBin::Bin/../"); use vars qw (%opts); use Getopt::Std; getopt('flp', \%opts); unless ($ARGV[0]){ print "$FindBin::Script [-f firstname] [-l lastname] [-p password] username"; print "\n"; exit; } } use lib '/opt/OpenTRS/'; use strict; use Kernel::Config; use Kernel::System::Syslog; use Kernel::System::DB; use Kernel::System::User; # -- # create common objects # -- my %CommonObject = (); $CommonObject{LogObject} = Kernel::System::Syslog->new(); $CommonObject{ConfigObject} = Kernel::Config->new(%CommonObject); $CommonObject{DBObject} = Kernel::System::DB->new(%CommonObject); $CommonObject{UserObject} = Kernel::System::User->new(%CommonObject); my %Param; undef %Param; #user id of the person adding the record? #root@loclhost? right? $Param{UserID}='1'; #Validrecord $Param{ValidID}='1'; $Param{Firstname}=$opts{'f'}; $Param{Lastname}=$opts{'l'}; $Param{Pw}=$opts{'p'}; $Param{Login}=$ARGV[0]; $CommonObject{UserObject}->UserAdd(%Param); # -- exit (0);

2 2

UserID and ValidID
by Atif Ghaffar 04 Jun '02

04 Jun '02

Hi Guys, Can someone explain me what the ValidID and UserID is? I am assuming UserID is the numeric ID of the user, and ValidID? Is this the ID of the user creating the record? thanks for clearification. best regards -- Atif Ghaffar ---------------------------. +41 78 845 31 64 ¦ tel aghaffar(a)developer.ch ¦ email http://atifghaffar.com ¦ www 8206786 ¦ icq

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