Re: [otrs] How can I select more than 28 tickets for bulk action?

23 Jun 2008

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Hi David,
...
But, after having a look at that, i didn't find yet why It's not
possible to select more than 28 tickets :(. Can you give me a key? Whats
supposed I have to take care?
Sorry, maybe my advice was a little to short. However, at the end of
AgentNavigationBar.dtl file you'll find the code-lines which implement
the HTML-form, which again keeps the ticket ids of the tickets selected
for bulk action. This form can contain only a limited number of ticket ids:

#-----------------------8><------------------------------------

  <input type="hidden" name="Action" value="AgentTicketBulk">
  <input type="hidden" name="Subaction" value="">
  <input type="hidden" name="Queue" value="">
  <input type="hidden" name="State" value="">
  <input type="hidden" name="ArticleType" value="">
  <input type="hidden" name="Subject" value="">
  <input type="hidden" name="Body" value="">
  <input type="hidden" name="TicketID1" value="">
[..skipping these lines..]
  <input type="hidden" name="TicketID29" value="">
</form>
<!-- end NavigationBar -->
#-----------------------8><------------------------------------

...this is part 1 of the (technical) reason why the number of tickets
used for bulk feature is restricted.

Part 2 can be found in  Kernel::Modules::AgentTicketBulk in sub Run,
which will handle at most 30 bulk ticket ids:

#-----------------------8><------------------------------------
foreach (1..30) {
    if ($Self->{ParamObject}->GetParam(Param => "TicketID$_")) {
        push (
            @TicketIDs,
            $Self->{ParamObject}->GetParam(Param => "TicketID$_")
        );
    }
}
#-----------------------8><------------------------------------

In order to get bulk action for 100 tickets, you'll need to add the
fields to the "bulk"-HTML-form (part 1) _AND_ extend the loop in sub Run
in Kernel::Modules::AgentTicketBulk to 100 - then it SHOULD work - I
haven't tried it yet.
...
In the other hand, I can't use generic agent because 90% of tickets can
be erased, and it must be done by hand (how can I identify automatically
important tickest between tons of waste?).
Maybe you'll find a sophisticated search profile which fits your needs.
But this is to specific for a remote advice.

regards, Torsten Thau

- --
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
http://www.cape-it.de
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