Hai Friends, This is Ramesh Kumar. I am just making fun and dig in the OTRS. I just need some of alterations in the AgentComposer or a email compose for the Agent. For Example, I want to Remove To, Cc, Bcc, Owner and options. Options in the email compose for the Agent. Please help me. I am very intested to work in it. Thanks and Regards, Ramesh Kumar
Hi Ramesh, On Thu, Aug 12, 2004 at 03:10:09PM -0000, Ramesh Kumar wrote:
I am just making fun and dig in the OTRS.
I just need some of alterations in the AgentComposer or a email compose for the Agent.
For Example, I want to Remove To, Cc, Bcc, Owner and options. Options in the email compose for the Agent.
Please help me.
I'm not sure what you really want, but just try to edit the template for remove this: $OTRS_HOME/Kernel/Output/HTML/Standard/AgentEmailNew.dtl
Thanks and Regards, Ramesh Kumar
Martin Edenhofer -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
As part of an ongoing project, i am currently trying to write scripts that will automatically alter the details stored by OTRS. I have been able to write scripts such that i can create and alter articles, users, groups etc. But have been unable to create tickets externally. Although the ticket table shows the updates, they are not shown by the GUI. There are 3 possibilities i can see why this won't be working: 1 - Because i need to do more than simply create a new ticket record (and a corresponding article). 2 - Altering the database without passing through OTRS violates some internal checking. 3 - The database record becomes corrupted im performing the insertion. Any advice on whether this problem is solvable, and if so how would be greatly appreciated. Kind regards, Paul Hickman
On Fri, 13 Aug 2004 12:06:22 +0100, Paul J Hickman
As part of an ongoing project, i am currently trying to write scripts that will automatically alter the details stored by OTRS. I have been able to write scripts such that i can create and alter articles, users, groups etc. But have been unable to create tickets externally. Although the ticket table shows the updates, they are not shown by the GUI.
I might also be involved in something similar so let me try to bounce off ideas. From just a simple browse of all the tables it seems like for every ticket, we might have to mess with these tables: ticket ticket_history ticket_history_type ticket_index ticket_link ticket_lock_index ticket_lock_type ticket_loop_protection ticket_priority ticket_state ticket_state_type time_accounting Are you sure you have gone through these tables?
2 - Altering the database without passing through OTRS violates some internal checking.
I haven't had a chance yet to go through all the code but I'd be surprised if the system was designed that way. Even if there any internal checks they should be persistent and hence stored in database again. So try looking at other places.
3 - The database record becomes corrupted im performing the insertion.
This is always a major problem. But I am hoping, depending on your application, you are using probably some sort of DB layer to do the manual work for you. They normally take care of that stuff for you. --Turi
Paul J Hickman sagte:
As part of an ongoing project, i am currently trying to write scripts that will automatically alter the details stored by OTRS. I have been able to write scripts such that i can create and alter articles, users, groups etc. But have been unable to create tickets externally. Although the ticket table shows the updates, they are not shown by the GUI.
Before you're inventing the wheel twice, try to use the existing framework in OTRS. See http://dev.otrs.org/ for help, you'll find 'Kernel::System::Ticket' explained there. A 'perldoc Kernel/System/Ticket.pm' does the same, for sure. hth, Robert Kehl
participants (5)
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Martin Edenhofer -
Paul J Hickman -
Ramesh Kumar -
Robert Kehl -
Turi