- otrs - OTRS mailing lists

Extending functionality
by Rune 'TheFlyingcorpse' Darrud 14 Apr '10

14 Apr '10

Hello, I want to extend a bit to the great functionality already available in OTRS. I have an overview over what I want todo, I want to list the customer info first taken partially from LDAP, then fetch the rest with SOAP as we have a SOAP service with department / phone numbers, etc that is not listed in LDAP. Also fetched with LDAP, is the network information, I want to expand on this and include some checks to this information, including a Java applet(further down the line), for remote control, already have the test code working ;-) . My questions are: For SOAP, how can I make it fetch the missing information, based on what it already knows? I've seen you can have multiple CustomerInfo(max 10), but I didn't get a clear picture on how to add a custom source like a SOAP call would be in place. For the LDAP part, how can I again treat some of the information retrieved, with another custom script that will help ease the initial problem searching. (probably answered by the one above, (-; ) I can easily write these functions in Perl scripts, but how to best incorporate into OTRS is what is bugging me. Where can I best add in these extra features? Do I put them in existing modules or do I put them in other folders and call for them? There was little documentation on how to easily incorporate the necessary customization that my own organization would need as a good deal is in-house made from before. I am sorry if this has been asked before, but my searches came up empty for these ;-) Best Regards, Rune "TheFlyingCorpse" Darrud

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From Suse to Debian
by Adrián Fernández Leiro 14 Apr '10

14 Apr '10

Hi everybody, I'm going to migrate my server from Suse to Debian. I know that Debian has 2.2.7, and I have OTRS 2.4.7 on that Suse Can I just backup the mysql data, export all configuration data (as administrator agent -> admin -> sysconfig -> download all system config changes) and then restore? Thanks in advance. Adrián Fernández Leiro Departamento de Sistemas INVERAVANTE Avda. Linares Rivas 1, Bajo 15005 LA CORUÑA-ESPAÑA Tel. 981 25 74 81 / 981 12 62 29 Fax. 981 25 18 86

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-e: print() on closed filehandle LOG error
by Leonardo Certuche 13 Apr '10

13 Apr '10

Hello there!, We're facing a problem with OTRS that hopefully you'll help us resolving, here is the description: We're running OTRS 2.4.5 on a openSUSE 10.3 (i586). It's been working great since last year but today users started to experience the following weird behavior: Clicking on any button the browser asks to download index.plinstead of resolves it. After restarting the server the error stops occuring but after awhile it happens again. Checking apache logs we find the following error: -e: print() on closed filehandle LOG at /opt/otrs//Kernel/Output/HTML/Layout.pm line 1646. Googling about it I found the following entries which unfortunately did not gave any help: http://lists.otrs.org/pipermail/otrs/2009-May/026413.html http://www.mail-archive.com/otrs@otrs.org/msg23744.html http://www.otrs-forum.de/viewtopic.php?f=31&t=2610&p=10768 Unfortunately I have no idea where to start to look for a solution. Any help is much appreciated. Thanks in advance, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

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Error Ajax no defined
by Manuel Sanguino 13 Apr '10

13 Apr '10

Hi I configured the OTRS, When search a Customer in AgentTicketPhone, don`t search service associated to customer. Navigator show the Follow error: Ajax is no defined. Somebody knows what happened Hardware: CPU: AMD Opteron 2.193 Mhz Memory: 4000 MB OS: Debian DB: MySql Version Otrs 2.4 Number Clients: 100

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Re: [otrs] FAQ search function - only single-word searches work
by Gregory Heffron 13 Apr '10

13 Apr '10

Michiel -- Thanks so much. Do you know when 2.4.8 will be available? Meanwhile, I'd like to put in some text directing users to use a single word in their searches. I've looked through the .dtl files in otrs/Kernel/Output/HTML/Standard but can't find the one that builds this form: http://shambhala.org/otrs/public.pl?Action=PublicFAQ&Subaction=Search&Quick… Anyone know where this is located? Best, Greg On Apr 12, 2010, at 4:45 AM, otrs-request(a)otrs.org wrote: > Date: Mon, 12 Apr 2010 13:28:21 +0200 > From: Michiel Beijen <michiel.beijen(a)otrs.com> > Subject: Re: [otrs] FAQ search function - only single-word searches > work > To: "User questions and discussions about OTRS." <otrs(a)otrs.org> > Message-ID: > <l2u9eda38a41004120428h5d761f3bpc0ca977a0666ee05(a)mail.gmail.com> > Content-Type: text/plain; charset=UTF-8 > > Hi Greg, > > This was actually also reported as a bug, which has been fixed in > upcoming 2.4.8. Please look at the bug report to see how to apply the > patch to your existing 2.4.x installation. > > http://bugs.otrs.org/show_bug.cgi?id=4822 > > ((enjoy)) > - > Michiel Beijen > R&D > > Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] > > OTRS AG > Norsk-Data-Str 1. > 61352 Bad Homburg > Germany > > T: +31 (0) 6457 42418 > F: +49 (0) 9421 56818-18 > I:? http://www.otrs.com/

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FAQ 1.6.5 CGI Error?
by Nathan Campbell 13 Apr '10

13 Apr '10

FAQ Module appears to install properly, I am able to view it and add a category, but when I create a new article and attempt to save it - I get this error: "CGI Error The specified CGI application misbehaved by not returning a complete set of HTTP headers." >From that point on - the FAQ module always returns this error - even from the customer interface. I can uninstall and reinstall to get rid of the error, but as soon as I attempt to enter the first article it blows up. Platform: OTRS 2.4.7 FAQ 1.6.5 Win2K3 IIS 6 SQL 2005 Strawberry Perl OTRS has been running splendidly on this platform for several years. (with the exception of Strawberry Perl which started a couple of upgrades ago) Nathan Campbell Dallas Symphony Orchestra

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Sending the PDF Print of a Ticket to costumer automatically when the state is change to closed
by Filipe Carreira 12 Apr '10

12 Apr '10

Hello, I'm new to OTRS and I'm exploring the possibility of using it at my company. My question is the following: is there a way of sending the PDF Print of a ticket to the associated costumer when the state is changed to closed via a custom job (if there is such a thing) executed by the Generic Agent? I am aware that there is an OTRS API but my Perl knowledge is close to none. I'm using version 2.4. Best Regards, Filipe Carreira

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Out of Office Messages
by Marretta, Rosanna 12 Apr '10

12 Apr '10

Hi all, Can somebody please help me on how I can stop Out of Office Messages coming into the system. Thank you and really appreciate your help on this matter. Rosanna

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Letting otrs to use Perl system modules rather than its own's
by Luis Daniel Lucio Quiroz 12 Apr '10

12 Apr '10

I wonder, if i remove this directory /var/www/otrs/Kernel/cpan-lib will otrs look for perl modules already installed in system, or how can i do this behaivor? TIA LD

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FAQ search function - only single-word searches work
by Gregory Heffron 12 Apr '10

12 Apr '10

I never heard a response to this one. Does anyone have an idea of how to allow for more complex (multi-word) searches? I've looked around in the sysconfig in the Admin section without results. Cheers, Greg Sent April 6th > re: FAQ search function - only one-word searches work > Right now, if I enter more than one word in the search field in the > FAQ, nothing is found. Is there anyway to make it a standard and-or > search? Sorry if this is obvious. I can't seem to find it in the > manual. > > Best, > Greg

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