[otrs] Selecting more than 28 tickets in version 2.3.2

12 Sep 2008

      Hi all!

Few months ago, Torsten Thau helped me with a trick to modify a file -
AgentNavigationBar.dtl -  in order to select more than 28 tickets to make
bulk action with them (see email below).

Then I was using OTRS 2.1.5.

Now I'm using version 2.3.2, and seems that the trick doesn't works with
trhis release. Does somebody know if there's any possibility to make
something similar with this version?

Best regards!

David

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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

[otrs] Selecting more than 28 tickets in version 2.3.2

David Baratech