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Merging tickets from other ticketing systems
by brainstorm 14 May '09

14 May '09

Hi ppl, I'm sure that this is answered somewhere in the ML archives, but I wasn't able to find it though :-/ The issue is simple, but before jumping on writing a custom OTRS plugin I want to be sure that the functionality isn't already on mainline OTRS. We cooperate with other organizations but they use RT or others. My (simple) intention is to merge incoming tickets by the foreign ID present in the subject, such as: #193754 I've tried with Generic agent, but I cannot figure out how can it match a variable pattern. Any suggestions or already done scripts/plugins for this ? Thanks in advance ! Roman

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AddNote notification
by Maurício Ramos 14 May '09

14 May '09

Hello list, does anybody know when this notification is triggered and if it is restricted to some kind of note (internal/external). Could not find anywhere on the system a explicit configuration for it to say we would like to be informed/notified on these events (Note adding). Thanks for the support. [cid:image001.gif@01C9D488.9C438040]<http://www.wedotechnologies.com/> Mauricio de Andrade Ramos - Consultant I Rodovia SC 401, Km 4, Espaço Primavera, Bloco C 88032-000 - Florianópolis - Santa Catarina - Brasil Tel. + 55 48 2108014 Cel. + 55 48 99814274 mauricio.ramos(a)wedotechnologies.com www.wedotechnologies.com<http://www.wedotechnologies.com>

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Merge multiple tickets
by brainstorm 14 May '09

14 May '09

Hi otrs ppl, Anyone knows a way to merge several (>2 tickets) using the current API (OTRS 2.3) ? I think that on the next releases of OTRS, a nice enhancement would be passing MergeTicketID as an array, like this: $CommonObject{TicketObject}->TicketMerge( MainTicketID => 3404, MergeTicketID => qw(3405 3406), UserID => 3, ); That shouldn't break backwards compatibility and I think it's a good feature. The reason I've asked on this ML first before opening a bug is that I want to ask if there's another function/way of doing that I could be ignoring on the current API. If there's no such method, I will take pairs of tickets and I'll merge all of them after several calls to TicketMerge(). Regards, Roman

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Postmaster Mail Acc unable to POP
by Kevin K. Kamonye 14 May '09

14 May '09

Kindly someone assist. Traceback: ERROR: OTRS-CGI-01 Perl: 5.8.8 OS: linux Time: Thu May 14 12:18:04 2009 Message: POP3: Can't connect to mail.kdn.co.ke Traceback (11098): Module: Kernel::System::MailAccount::POP3::Fetch (v1.4) Line: 75 Module: Kernel::System::MailAccount::MailAccountFetch (v1.5) Line: 369 Module: Kernel::Modules::AdminMailAccount::Run (v1.5) Line: 62 Module: Kernel::System::Web::InterfaceAgent::Run (v1.35) Line: 824 Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47 -- K. K. Kamonye

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pdf report has font problem
by diego.giardinetto＠zephirworks.com 14 May '09

14 May '09

Hi all, I have a problem with otrs pdf report generation. perl PDF modules seems correctly installed and configured, related fonts in otrs exist in the correct directories. But otrs create pdf report with highly spaced fonts: letter separation is very big, generating bad paged documents. Some help? Thx, Diego ---------------------------------------------------------------- This message was sent using IMP, the Internet Messaging Program.

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Ticket preview window - show first article of each ticket
by Patric 13 May '09

13 May '09

Hi All, I was wondering if there was a way to always show the first article in a ticket when you are in the queue view? The system in question is currently on OTRS 2.0.4 but will be upgraded to the latest stable version hopefully next week, so answers for both would be appreciated. Many thanks Patric

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FW: Query about FreeText in OTRS v1.3.1 and also Upgrading questions
by paul.mcilfatrick＠bt.com 13 May '09

13 May '09

>>> We have been happily using OTRS 1.3.1 on Suse 9 since 2005 and it has >>> been working flawlessly (I know v1.3.1 is very old but works the way we >>> want it so there has never been an incentive to upgrade!) . >>> >>> A feature we use is FreeText fields which we pre-fill using an sql >>> statement in a Perl script that is run when an new ticket with a keyword >>> in its subject field is automatically moved to a certain queue. >> This is interesting, can you explain how have you done it? > As I said in my original e-mail, up to now I do not have much experience > with how our OTRS works (so far I have been just a user). I have UNIX and > some MySQL experience so following my post I have started to investigate > how this works (the person who installed and configured our OTRS back in > early 2005 was a contractor and didn't document anything - he left in > 2006). > > My initial investigation shows that we have two Perl scripts in the > /opt/otrs/CustomCode directory called NewStarts.pl and Leavers.pl which > are run when a ticket arrives for someone new joining our office and the > other is run when a ticket arrives for someone leaving. These scripts > fill in the free text fields differently depending on the Newstart or > Leave text string in the e-mail subject field (I have listed both Perl > scripts at the end of this e-mail). > > Searching the dump of the otrs database show that Leavers.pl is found once: > > INSERT INTO generic_agent_jobs VALUES ('Move Leavers from Incoming', > 'NewCMD','/opt/otrs/CustomCode/Leavers.pl'); > > > It may take me some time but if I find out how this all works then I > will let you know. This morning I found out how this all works in our OTRS system. In the Admin-Area the System Log showed that GenericAgent jobs were being run every 10 minutes with names such as 'New Start' and 'Leavers'. The OTRS manual mentioned that the GenericAgent can have jobs set up user the webpage. In Admin-Area I clicked on GenericAgent and this listed each of jobs. Editing the GenericAgent 'Leavers' job showed how often it had been set to be run, what string must be in the subject field, what queue the ticket is to be moved to, what CMD is to be run, etc. The CMD field has /opt/otrs/CustomCode/Leavers.pl in it. So every 10 minutes when the following OTRS cron job is run: */10 * * * * $HOME/bin/GenericAgent.pl -c db >> /dev/null any tickets with the 'Leavers' string in its subject field will be moved to our Leavers queue and the Perl script will be run which will fill in the free text fields for this ticket. Hope this is of some help. Regards Paul McIlfatrick The original NewStarts.pl file - I have now added extra free text fields so that all 8 are used. NewStarts.pl ============ #!/usr/bin/perl -w use DBI; $TicketNumber = $ARGV[0]; # $TicketID = $ARGV[1]; $dbh = DBI->connect("dbi:mysql:otrs:otrs.<domain>", "<user>", "<password>"); $contents = ""; $emailText="Not Done"; $phoneText="Not Done - NU"; $assetText="Not Done"; $pcText="Not Done"; # Get contents from submitted new start form $sql = "SELECT article.a_body FROM article,ticket WHERE ticket.id = article.ticket_id AND article.article_type_id = 1 AND article.a_subject LIKE 'New User%' AND ticket.tn = $TicketNumber"; $sth = $dbh->prepare($sql); $sth->execute(); @row = $sth->fetchrow_array; $contents = $row[0]; $sth->finish; # search for "Location: Off Shore" and change emailText @lines = split(/\n/,$contents); foreach my $line_val (@lines){ if ($line_val =~ m/^Location:/i && $line_val =~ m/Off Shore/i){ $emailText="Done - N/A OS"; $phoneText="Done - N/A OS"; $assetText="Done - N/A OS"; $pcText="Done - N/A OS"; } elsif ($line_val =~ m/^User Start Date:.*/i && $pcText !~ /^Done.*/){ $line_val =~ s/User Start Date://; $line_val =~ s/[^0-9\/]//g; if ($line_val !~ m/\d\d\/\d\d\/\d\d*/){ $line_val=""; } $pcText = "Not Done - $line_val"; } } $sql = "update ticket set freekey1='EMail', freetext1='$emailText', freekey2='Phone', freetext2='$phoneText', freekey3='Assets', freetext3='$assetText', freekey4='PC', freetext4='$pcText' WHERE tn='$TicketNumber'"; $sth = $dbh->prepare($sql); $sth->execute || die "Could not execute SQL statement ... maybe invalid?"; $dbh->disconnect; The original Leavers.pl file - I have now added extra free text fields so that all 8 are used. Leavers.pl ========== #!/usr/bin/perl -w use DBI; $TicketNumber = $ARGV[0]; # $TicketID = $ARGV[1]; $dbh = DBI->connect("dbi:mysql:otrs:otrs.<domain>", "<user>", "<password>"); $sql = "update ticket set freekey1='EMail', freetext1='Not Done', freekey2='Phone', freetext2='Not Done - LE', freekey3='Assets', freetext3='Not Done', freekey4='PC', freetext4='Not Done' WHERE tn='$TicketNumber'"; $sth = $dbh->prepare($sql); $sth->execute || die "Could not execute SQL statement ... maybe invalid?";

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Chinese characters displayed as garbage
by Arlene Wu 13 May '09

13 May '09

Hi, I have some tickets from our clients, which are in Chinese. I guess they are using GB2312 encoding or something like that. In both notification email and zoom view of OTRS, those contents are always displayed as garbage no matter what encoding is applied. But I can view them by opening the HTML-Attachment. Is that a bug of OTRS, or any setting for this? Thanks a lot, Arlene

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Changing the 'age' of a ticket
by Jeremy Adams 13 May '09

13 May '09

We are using OTRS to run out Information Technology helpdesk. Part of the IT department is a functional group known as 'Media Distribution', their duties include making deliveries of AV/Media equipment to campus locations. The lead on that group has asked if there is a way to make the tickets in their queue show in order of the request, not the order in which it was received. For instance, a request may come in today for a deliver in one month, then another come in tomorrow for a delivery in one week. Because otrs orders the tickets on a first come, first serve basis, these tickets are in the incorrect order -- the second tkt is due before the first. any suggestions? Jeremy Adams PC Support Specialist I Cedar Valley College 972.860.8086

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Customizing Customer Info Table Column
by Lee karfai 13 May '09

13 May '09

I found that when you zoom into a ticket, on the right side, you will had a column that displaying: Customer Info: Firstname: Lastname: Username: Email: This column also same as the one when you click on "Phone Ticket" on top of the navigation bar. When you type in the customer's name in the From: field, and clicked search, you get the information displayed on the right side: Customer Info: I also did found that this column template is located in: /opt/otrs/Kernel/Output/HTML/Standard/AgentCustomerTableView.tpl I wished to add the `comment` field whereby this field is original held in otrs. Located in table: customer_company. Field: `comments`. Of course, this customer must match with the company with the same customerID. The output will be something like: Customer Info: Firstname: Lastname: Username: Email: Company Comment: <The company description...> Best Regard, Kent Lee

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