changing default Next State in Customer interface

Keith G Holub

29 Aug 2007 29 Aug '07

7:30 p.m.

hello, does anyone know how to chan ge the default Next State ing the customer interface from "closed Successful" to 'open" thanks, Keith -- Keith Holub NOAA/OAR/ESRL Boulder NOC work: 303 497 6774 keith.g.holub@noaa.gov cell: 720 308 3379

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Laurent Minost

30 Aug 30 Aug

7:49 a.m.

Hi Keith, Looking at the code after seeing your question and it seems there is something wrong with Default State : - From CustomerTicketZoom.pm, we can see that it refers to a Config parameter to choose which state will be defaultly selected : $StateSelected{Selected} = $Self->{Config}->{StateDefault}, So I search through SysConfig and found : Ticket::Frontend::CustomerTicketZoom###StateDefault: Next state for ticket after customer followup. I have it already set to open but when I go to Customer Frontend on CustomerTicketZoom : the default selected state is 'closed successful'. Maybe a bug there ? Can anyone also confirm this behaviour please ? Thanks. Best regards. Laurent Minost Le mercredi 29 août 2007 à 13:30 -0600, Keith G Holub a écrit :

...

hello,

does anyone know how to chan ge the default Next State ing the customer interface from "closed Successful" to 'open"

thanks, Keith

Keith G Holub

1:29 p.m.

Laurent, Thanks for replying. Yes I can confirm this behavior. If I create a test ticket in the customer interface, and then zoom on that ticket, the Next State default is "Closed Successfull" looking at my sysconfig, Ticket::Frontend::CustomerTicketZoom###StateDefault: is set to open Regards, Keith Laurent Minost wrote:

...

Hi Keith,

Looking at the code after seeing your question and it seems there is something wrong with Default State :

- From CustomerTicketZoom.pm, we can see that it refers to a Config parameter to choose which state will be defaultly selected : $StateSelected{Selected} = $Self->{Config}->{StateDefault},

So I search through SysConfig and found :

Ticket::Frontend::CustomerTicketZoom###StateDefault: Next state for ticket after customer followup.

I have it already set to open but when I go to Customer Frontend on CustomerTicketZoom : the default selected state is 'closed successful'.

Maybe a bug there ? Can anyone also confirm this behaviour please ?

Thanks. Best regards.

Laurent Minost

Le mercredi 29 août 2007 à 13:30 -0600, Keith G Holub a écrit :

...
hello,

does anyone know how to chan ge the default Next State ing the customer interface from "closed Successful" to 'open"

thanks, Keith

------------------------------------------------------------------------

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-- Keith Holub NOAA/OAR/ESRL Boulder NOC work: 303 497 6774 keith.g.holub@noaa.gov cell: 720 308 3379

Nils Breunese (Lemonbit)

1:40 p.m.

Keith G Holub wrote:

...

Yes I can confirm this behavior. If I create a test ticket in the customer interface, and then zoom on that ticket, the Next State default is "Closed Successfull"

looking at my sysconfig, Ticket::Frontend::CustomerTicketZoom###StateDefault: is set to open

There are a lot different defaults and I believe you are mixing up some. I believe that for instance the StateDefault is the default state for new tickets, not the default *next* state. The next state default is used for notes and other things that are added after the creation of the ticket. See the docs: <http://doc.otrs.org/2.2/en/ html/c1735.html> Nils Breunese.

Laurent Minost

2:24 p.m.

Hi Nils, But then what is the purpose of this parameter please ? $Self->{'Ticket::Frontend::CustomerTicketZoom'}->{'StateDefault'} The code in CustomerTicketZoom.pm refers to : $StateSelected{Selected} = $Self->{Config}->{StateDefault}, so it seems the good one. This one is for New tickets only : # CustomerDefaultState # (default state of new customer tickets) $Self->{CustomerDefaultState} = 'new'; but for followup default state selected, what is the good one then ? # PostmasterFollowUpState # (The state if a ticket got a follow up.) [default: open] $Self->{PostmasterFollowUpState} = 'open'; This one is also obscur ... Default = open, so it can't be the one we're searching for :( If anyone have an idea, I will be glad because it seems a little bit unclear to me now ... BR, Laurent Minost Le jeudi 30 août 2007 à 15:40 +0200, Nils Breunese (Lemonbit) a écrit :

...

Keith G Holub wrote:

...
Yes I can confirm this behavior. If I create a test ticket in the customer interface, and then zoom on that ticket, the Next State default is "Closed Successfull"

looking at my sysconfig, Ticket::Frontend::CustomerTicketZoom###StateDefault: is set to open

There are a lot different defaults and I believe you are mixing up some. I believe that for instance the StateDefault is the default state for new tickets, not the default *next* state. The next state default is used for notes and other things that are added after the creation of the ticket. See the docs: <http://doc.otrs.org/2.2/en/ html/c1735.html>

Nils Breunese.

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Nils Breunese (Lemonbit)

2:41 p.m.

Laurent Minost wrote:

...

But then what is the purpose of this parameter please ? $Self->{'Ticket::Frontend::CustomerTicketZoom'}-> {'StateDefault'}

The code in CustomerTicketZoom.pm refers to : $StateSelected{Selected} = $Self->{Config}->{StateDefault}, so it seems the good one.

I have no idea.

...

This one is for New tickets only : # CustomerDefaultState # (default state of new customer tickets) $Self->{CustomerDefaultState} = 'new';

but for followup default state selected, what is the good one then ?

I don't know, we just use the default behavior of OTRS, which is working just fine for us. Have you looked at the list on ? Nils Breunese.

Laurent Minost

2:53 p.m.

Yes, I looked at it (portion of what I wrote was copy/paste from the URL you gave). But, I have to say that some parameters are obscured ... Laurent Minost Le jeudi 30 août 2007 à 16:41 +0200, Nils Breunese (Lemonbit) a écrit :

...

Laurent Minost wrote:

...
But then what is the purpose of this parameter please ? $Self->{'Ticket::Frontend::CustomerTicketZoom'}-> {'StateDefault'}

The code in CustomerTicketZoom.pm refers to : $StateSelected{Selected} = $Self->{Config}->{StateDefault}, so it seems the good one.

I have no idea.

...
This one is for New tickets only : # CustomerDefaultState # (default state of new customer tickets) $Self->{CustomerDefaultState} = 'new';

but for followup default state selected, what is the good one then ?

I don't know, we just use the default behavior of OTRS, which is working just fine for us. Have you looked at the list on ?

Nils Breunese. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

Laurent Minost

1:43 p.m.

Hi Keith, Thanks for your reply, so it seems we are facing another bug and it doesn't seem to be in OTRS Bugzilla for the moment :o( This is the third one I fill on bugs.otrs.org in 4 days :( Tried to look at the code for this one but didn't succeed to find a solution/way to patch/fix the code :( I will fill the bug on OTRS. Thanks again for your reply. Best regards, Laurent MINOST Le jeudi 30 août 2007 à 07:29 -0600, Keith G Holub a écrit :

...

Laurent,

Thanks for replying.

Yes I can confirm this behavior. If I create a test ticket in the customer interface, and then zoom on that ticket, the Next State default is "Closed Successfull"

looking at my sysconfig, Ticket::Frontend::CustomerTicketZoom###StateDefault: is set to open

Regards, Keith

Laurent Minost wrote:

...
Hi Keith,

Looking at the code after seeing your question and it seems there is something wrong with Default State :

- From CustomerTicketZoom.pm, we can see that it refers to a Config parameter to choose which state will be defaultly selected : $StateSelected{Selected} = $Self->{Config}->{StateDefault},

So I search through SysConfig and found :

Ticket::Frontend::CustomerTicketZoom###StateDefault: Next state for ticket after customer followup.

I have it already set to open but when I go to Customer Frontend on CustomerTicketZoom : the default selected state is 'closed successful'.

Maybe a bug there ? Can anyone also confirm this behaviour please ?

Thanks. Best regards.

Laurent Minost

Le mercredi 29 août 2007 à 13:30 -0600, Keith G Holub a écrit :

...
hello,

does anyone know how to chan ge the default Next State ing the customer interface from "closed Successful" to 'open"

thanks, Keith

------------------------------------------------------------------------

_______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/

Sudhakar Pasupunuri

6 Sep 6 Sep

7:37 a.m.

New subject: Sending mail problem

Hello All, I just installed OTRS on my win 2k3 server and found problem in sending ticket mail. Before this, I installed it on my desktop(Win XP) to test this and found everything working. But now I installed it on Windows 2003 server and facing problems. I changed SMTP settings in sysconfig and the problem persists. It says, it is unable to connect to mail server. Exact error message is shown below. Looking for help from all. --------------------- Error: Can't connect to mail.redbus.in: Unknown error! Comment: Bug Report: [input] [input] [input] Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Thu Sep 6 00:34:47 2007 Message: Can't connect to mail.redbus.in: Unknown error! Traceback (70848): Module: Kernel::System::Email::SMTP::Send (v1.13) Line: 126 Module: Kernel::System::Email::Send (v1.29) Line: 494 Module: Kernel::System::Ticket::Article::ArticleSend (v1.144) Line: 1610 Module: Kernel::Modules::AgentTicketEmail::Run (v1.41) Line: 757 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 ----------------- Best regards, Sudhakar --------------------------------- Yahoo! oneSearch: Finally, mobile search that gives answers, not web links.

Muhammad Toha Supriyadi

7:53 a.m.

New subject: Sending mail problem

Does your firewall on yout server block port 25? _____ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sudhakar Pasupunuri Sent: Thursday, September 06, 2007 2:38 PM To: User questions and discussions about OTRS.org Subject: [otrs] Sending mail problem Hello All, I just installed OTRS on my win 2k3 server and found problem in sending ticket mail. Before this, I installed it on my desktop(Win XP) to test this and found everything working. But now I installed it on Windows 2003 server and facing problems. I changed SMTP settings in sysconfig and the problem persists. It says, it is unable to connect to mail server. Exact error message is shown below. Looking for help from all. --------------------- Error: Can't connect to mail.redbus.in: Unknown error! Comment: Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Thu Sep 6 00:34:47 2007 Message: Can't connect to mail.redbus.in: Unknown error! Traceback (70848): Module: Kernel::System::Email::SMTP::Send (v1.13) Line: 126 Module: Kernel::System::Email::Send (v1.29) Line: 494 Module: Kernel::System::Ticket::Article::ArticleSend (v1.144) Line: 1610 Module: Kernel::Modules::AgentTicketEmail::Run (v1.41) Line: 757 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::h andler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 ----------------- Best regards, Sudhakar _____ Yahoo! oneSearch: Finally, mobile <http://us.rd.yahoo.com/evt=48252/*http:/mobile.yahoo.com/mobileweb/onesearc h?refer=1ONXIC> search that gives answers, not web links.

Sudhakar Pasupunuri

7 Sep 7 Sep

8:16 a.m.

New subject: Sending mail problem

I have not enabled any firewall on this server and I am able to send mails from other programs. Best regards Sudhakar Muhammad Toha Supriyadi wrote: v\:* {behavior:url(#default#VML);} o\:* {behavior:url(#default#VML);} w\:* {behavior:url(#default#VML);} .shape {behavior:url(#default#VML);} st1\:*{behavior:url(#default#ieooui) } Does your firewall on yout server block port 25? --------------------------------- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sudhakar Pasupunuri Sent: Thursday, September 06, 2007 2:38 PM To: User questions and discussions about OTRS.org Subject: [otrs] Sending mail problem Hello All, I just installed OTRS on my win 2k3 server and found problem in sending ticket mail. Before this, I installed it on my desktop(Win XP) to test this and found everything working. But now I installed it on Windows 2003 server and facing problems. I changed SMTP settings in sysconfig and the problem persists. It says, it is unable to connect to mail server. Exact error message is shown below. Looking for help from all. --------------------- Error: Can't connect to mail.redbus.in: Unknown error! Comment: Bug Report: [input] [input] [input] Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Thu Sep 6 00:34:47 2007 Message: Can't connect to mail.redbus.in: Unknown error! Traceback (70848): Module: Kernel::System::Email::SMTP::Send (v1.13) Line: 126 Module: Kernel::System::Email::Send (v1.29) Line: 494 Module: Kernel::System::Ticket::Article::ArticleSend (v1.144) Line: 1610 Module: Kernel::Modules::AgentTicketEmail::Run (v1.41) Line: 757 Module: Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 ----------------- Best regards, Sudhakar --------------------------------- Yahoo! oneSearch: Finally, mobile search that gives answers, not web links. _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/ --------------------------------- Need a vacation? Get great deals to amazing places on Yahoo! Travel.

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participants (5)

Keith G Holub
Laurent Minost
Muhammad Toha Supriyadi
Nils Breunese (Lemonbit)
Sudhakar Pasupunuri