Re: [dev] weird problem with INC in GenericInterface modules
Hello Juan, if you do it like this on the command line you should consider using perl -I/opt/otrs -I/opt/otrs/Kernel/cpan-lib ... Best regards, Martin Gruner Team Lead R OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Mobile Kommunikation und transparente Prozesse - Mit der OTRS Business Solution™ Managed 5 schnell und ohne eigene IT-Ressourcen starten - Jetzt neue Features entdecken und bestellen https://www.otrs.com/neu-in-otrs-business-solution-5-mobile-kommunikation-transparente-prozesse/?lang=de > Am 25.04.2016 um 14:31 schrieb Juan Manuel Clavero Almirón > <juanm.clav...@ibsalut.es>: > > Hi all, > I’m having a weird problem with INC when I try to compile a GenericInterface > module. > > I have to make an Invoker and I’ve been playing with the Test invoker. OTRS > gave errors and I tried to compile with perl and gives the following error. > > $ perl -I /opt/otrs/ -c /opt/otrs/Kernel/GenericInterface/Invoker/Test/Test.pm > Can't locate IO/Interactive.pm in @INC (you may need to install the > IO::Interactive module) (@INC contains: > /opt/otrs/Kernel/GenericInterface/Invoker/Custom/opt/otrs/Kernel/GenericInterface/Invoker/Kernel/cpan-lib/opt/otrs/Kernel/GenericInterface/Invoker > /opt/otrs/ /etc/perl /usr/local/lib/perl/5.18.2 /usr/local/share/perl/5.18.2 > /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.18 /usr/share/perl/5.18 > /usr/local/lib/site_perl .) at /opt/otrs/Kernel/System/Encode.pm line 16. > > But when I use the same command to compile any other module, everything works > as expected. > > $ perl -I /opt/otrs/ -c /opt/otrs/Kernel/System/Ticket.pm > /opt/otrs/Kernel/System/Ticket.pm syntax OK > > The problem is that, when I try to compile the GenericInterface module, it > joins the ‘Kernel/cpan-lib’ with the previous folder and results in a > non-existing folder > (/opt/otrs/Kernel/GenericInterface/Invoker/Kernel/cpan-lib). Should I report > this as a bug or do you think it is a problem with my installation? > > Kind regards, > Juan Clavero > > ___ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Config.pm question
Hello Stefano,
if you only want to customize a part of the setting, the syntax is different,
otherwise you need the full thing.
Try this:
$Self->{CustomerCompany}->{CustomerCompanySearchFields} = ['customer_id',
'name', 'as400', 'brand‘];
$Self->{CustomerCompany}->{Map} = […];
Best regards,
Martin Gruner
Team Lead R
OTRS AG
Bahnhofplatz 1a
94315 Straubing
T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I: www.otrs.com/
Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.:
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
(Vorsitzender), Christopher Kuhn, Sabine Riedel
Mobile Kommunikation und transparente Prozesse - Mit der OTRS Business
Solution™ Managed 5 schnell und ohne eigene IT-Ressourcen starten - Jetzt neue
Features entdecken und bestellen
https://www.otrs.com/neu-in-otrs-business-solution-5-mobile-kommunikation-transparente-prozesse/?lang=de
> Am 10.03.2016 um 15:59 schrieb Finetti, Stefano
> <sfine...@lynx-international.com>:
>
> Hi Martin,
>
> I just tried to do as you suggested, creating a file called AS400.pm into
> Kernel/Config/Files with this:
>
> package Kernel::Config::Files::AS400;
> use strict;
> use warnings;
> no warnings 'redefine';
> use utf8;
> sub Load {
> my ($File, $Self) = @_;
>
> $Self->{CustomerCompany} = {
> CustomerCompanySearchFields => ['customer_id', 'name', 'as400',
> 'brand'],
> Map => [
>
> # var, frontend, storage, shown (1=always,2=lite), required, storage-type,
> http-link, readonly
> [ 'CustomerTypeID', 'Customer Type',
> 'customer_company_types_id',0, 0, 'int', '', 0 ],
> [ 'CustomerCompanyAS400', 'System', 'as400',1, 0,
> 'var', '', 0 ],
> [ 'CustomerCompanyBrand', 'Brand','brand',1, 0,
> 'var', '', 0 ],
> [ 'CustomerCompanyParentCustID','Main Dealer Code',
> 'parent_custid',1, 0, 'var', '', 0 ],
> [ 'CustomerCompanyParentCompName', 'Main Dealer Name',
> 'parent_compname', 1, 0, 'var', '', 0 ],
> [ 'PaymentsID', 'Payments', 'payments_id', 0, 0,
> 'int', '', 0 ],
> [ 'ValidID','Valid','valid_id', 0, 1,
> 'int', '', 0 ],
> ],
> };
>
> }
> 1;
>
> Unfortunately, even after a RebuildConfig and DeleteCache those fields does
> not show up in Customer Company creation.
> Do I need to put the whole Self->{CustomerCompany} object here or only my
> customization should be put in?
>
>
> 2016-03-10 15:27 GMT+01:00 Martin Gruner <martin.gru...@otrs.com>:
> Hi Stefano,
>
> this is possible. Just place a file in Kernel/Config/Files/*.pm that looks
> like ZZZAAuto.pm (implementing a Load method). $Self in there is the
> ConfigObject that you can modify as you wish.
>
> Best regards,
>
> Martin Gruner
> Team Lead R
>
> OTRS AG
> Bahnhofplatz 1a
> 94315 Straubing
>
> T: +49 (0)6172 681988 0
> F: +49 (0)9421 56818 18
> I: www.otrs.com/
>
> Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.:
> DE256610065
> Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
> (Vorsitzender), Christopher Kuhn, Sabine Riedel
>
> Mobile Kommunikation und transparente Prozesse - Mit der OTRS Business
> Solution™ Managed 5 schnell und ohne eigene IT-Ressourcen starten - Jetzt
> neue Features entdecken und bestellen
> https://www.otrs.com/neu-in-otrs-business-solution-5-mobile-kommunikation-transparente-prozesse/?lang=de
>
> > Am 01.03.2016 um 12:27 schrieb Finetti, Stefano
> > <sfine...@lynx-international.com>:
> >
> > Hi,
> >
> > a simple question (I think). Is it possible to move CustomerCompany
> > configurations that are stored into main Config.pm file into a different
> > file?
> >
> > What I'd like to achieve is a module that adds some option to the Customer
> > Company management in OTRS (for example, type of customer, the erp system
> > they use, and stuff like that. I can easily add this fields in the
> > customer_company table and mapping fields in Config.pm, but this prevents
> > me from creating an installable module, because I can't (or at least, I
> > think I shouldn't) change Config.pm file during the installation of an OTRS
> > module.
> >
> > It would be great to create a - let's say - CustomerCompanyConfig.pm in
> > /Kernel/Config/ or Kernel/Config/Files/ storing details from
> > CustomerCompany, to avoid tampering with Config.pm file.
> >
> > I
Re: [dev] Config.pm question
Hi Stefano, this is possible. Just place a file in Kernel/Config/Files/*.pm that looks like ZZZAAuto.pm (implementing a Load method). $Self in there is the ConfigObject that you can modify as you wish. Best regards, Martin Gruner Team Lead R OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Mobile Kommunikation und transparente Prozesse - Mit der OTRS Business Solution™ Managed 5 schnell und ohne eigene IT-Ressourcen starten - Jetzt neue Features entdecken und bestellen https://www.otrs.com/neu-in-otrs-business-solution-5-mobile-kommunikation-transparente-prozesse/?lang=de > Am 01.03.2016 um 12:27 schrieb Finetti, Stefano > <sfine...@lynx-international.com>: > > Hi, > > a simple question (I think). Is it possible to move CustomerCompany > configurations that are stored into main Config.pm file into a different file? > > What I'd like to achieve is a module that adds some option to the Customer > Company management in OTRS (for example, type of customer, the erp system > they use, and stuff like that. I can easily add this fields in the > customer_company table and mapping fields in Config.pm, but this prevents me > from creating an installable module, because I can't (or at least, I think I > shouldn't) change Config.pm file during the installation of an OTRS module. > > It would be great to create a - let's say - CustomerCompanyConfig.pm in > /Kernel/Config/ or Kernel/Config/Files/ storing details from CustomerCompany, > to avoid tampering with Config.pm file. > > I think this is not possible now, am I wrong? > -- > Lynx International Srl > Stefano Finetti > http://www.lynx-international.com > > Lynx International Srl is a part of AXED Group > Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina > > > This e-mail and any files transmitted contain documentation which is highly > confidential and intended solely for the use of the individual or entity to > whom they are addressed. All written data and other information in the > documentation is and shall remain the property of the disclosing party. If > you are not the intended recipient you are hereby formally notified that any > disclosure, dissemination, forwarding, storing, copying or use of any of the > information is strictly prohibited and will be legally pursued. If you > received this in error, please contact the sender and destroy the > documentation including deletion of the same from any computer. Thank > you.___ > OTRS mailing list: dev - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/dev > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Baselink -Customer?
Hello Sepp,
if you use that in the Customer Interface, it will correctly point to
customer.pl. To link from Agent to Customer Interface, I’d use something like
[% ENV(»Baselink«).replace(‚index\.pl‘ , ‚customer.pl‘ ) %] (ignore the
typographical signs please)
See also http://template-toolkit.org/docs/manual/VMethods.html#method_replace
Martin Gruner
Team Lead R
OTRS AG
Bahnhofplatz 1a
94315 Straubing
T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I: www.otrs.com/
Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.:
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
(Vorsitzender), Christopher Kuhn, Sabine Riedel
Mobile Kommunikation und transparente Prozesse - Mit der OTRS Business
Solution™ Managed 5 schnell und ohne eigene IT-Ressourcen starten - Jetzt neue
Features entdecken und bestellen
https://www.otrs.com/neu-in-otrs-business-solution-5-mobile-kommunikation-transparente-prozesse/?lang=de
> Am 24.11.2015 um 10:52 schrieb Josef1 Penzkofer
> <josef1.penzko...@rz.uni-regensburg.de>:
>
> Hi Developer Community,
>
> inserting in a template (*.tt)
> href="{% env("baselink") %]Action=xyz
> will create as result
> https:///otrs/index.pl?Action=xyz.
>
> Is there something simular for creating
> https:///otrs/customer.pl
>
> Thanks in advance.
>
> Sepp
>
>
>
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Re: [dev] Missing strings from translation files
Hello Balázs,
this was an error in the console command to gather the strings and has been
fixed in the meantime.
Martin Gruner
Team Lead R
OTRS AG
Bahnhofplatz 1a
94315 Straubing
T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I: www.otrs.com/
Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.:
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
(Vorsitzender), Christopher Kuhn, Sabine Riedel
Mobile Kommunikation und transparente Prozesse - Mit der OTRS Business
Solution™ Managed 5 schnell und ohne eigene IT-Ressourcen starten - Jetzt neue
Features entdecken und bestellen
https://www.otrs.com/neu-in-otrs-business-solution-5-mobile-kommunikation-transparente-prozesse/?lang=de
> Am 11.10.2015 um 21:50 schrieb Úr Balázs <urbal...@gmail.com>:
>
> Hi,
>
> There are some missing strings in the translation file.
> For example from the file:
> Kernel/Output/HTML/Templates/Standard/Statistics/GeneralSpecificationsWidget.tt
>
> This string is not in the .po or in the .pm file:
> "Generate an additional row containing sums for all data columns."
>
> But it is marked as translatable at line 98:
> [% Translate('Generate an additional row containing sums for all data
> columns.') | html %]
>
> All of the strings, that are marked for translation in the file
> GeneralSpecificationsWidget.tt is missing from the language file.
>
> Can you look after why?
>
> Regards,
> Balázs
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[dev] OTRS 5 branch created
Hello, please note that there is now a new rel-5_0 branch for OTRS 5. master is now open again for OTRS 6 development. Best regards, Martin -- Martin Gruner Senior Developer R OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Grenzenlose Kommunikation mit der OTRS Business Solution™! Bereichern Sie Ihren IT Support und Kundenservice mit smarten Business Features! https://www.otrs.com/solutions/otrs-business-solution-on-premise/?lang=de/#OTRS-Business-Solution-Basic-Features ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Contributing otrs.AddCustomerCompany.pl
Hello Marc, of course we will review and integrate it if there are no problems. Thank you very much! Best regards, Martin Am 21.07.15 um 15:22 schrieb Marc Baudoin: Hi, I noticed there's no otrs.AddCustomerCompany.pl script in /opt/otrs/bin so, as I need it, I decided to write it. Most of the code has been borrowed from otrs.AddCustomerUser.pl. Would the OTRS developpement team consider including it in a future release? ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Senior Developer RD OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Grenzenlose Kommunikation mit der OTRS Business Solution™! Bereichern Sie Ihren IT Support und Kundenservice mit smarten Business Features! https://www.otrs.com/solutions/otrs-business-solution-on-premise/?lang=de/#OTRS-Business-Solution-Basic-Features ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Unlocking tickets of invalid agents
Hello Moritz, I like the last option best, to improve the existing cleanup command. Best regards, Martin Am 21.07.15 um 13:29 schrieb Moritz Lenz: Hi all, at my employer, we have a small tool that unlocks all open or stalled tickets from agents that are no longer valid. The idea is not to forget tasks (in the form of tickets) just because an employee left. I want to bring this feature upstream, and my question is: in which form should it be done? I have a few ideas: * A TicketSearch option (AgentValid = 2 or so), and then hook that into GenericAgent * A new console module, Maint::Ticket::UnlockFromInvalidAgent * Put it into the existing Maint::Ticket::InvalidUserCleanup console module. Any opinions on what's best? Cheers, Moritz ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Senior Developer RD OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Grenzenlose Kommunikation mit der OTRS Business Solution™! Bereichern Sie Ihren IT Support und Kundenservice mit smarten Business Features! https://www.otrs.com/solutions/otrs-business-solution-on-premise/?lang=de/#OTRS-Business-Solution-Basic-Features ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Please update i18n .pot file
Hello Balázs, the missing strings will be fixed when we switch to OTRS 5. The script collecting all translatable strings is better in this release, it can also find strings in the perl code. Please see http://otrs.github.io/doc/manual/developer/5.0/en/html/localization-translation-mechanism.html for details. We'll switch the content to OTRS 5 in a few days. Regards, Martin Am 04.08.15 um 18:25 schrieb Úr Balázs: Hi Carlos, Thanks for the fast answer. I think there are missing some strings from the translation file, because the Hungarian translation is 100%, but on the OTRS interface there are some English strings. I wrote a message about this issue: http://lists.otrs.org/pipermail/dev/2015-July/003029.html I was started to translate the documentation too. I created a pull request, because I found many typos: https://github.com/OTRS/doc-admin/pulls However I found some incorrect information in the documentation, that I can not fix alone. Who can help me to fix them? Should I file a bug report for the documentation? We need a fully translated OTRS and a documentation. Regards, Balázs 2015-08-04 17:32 GMT+02:00 Carlos Rodríguez carlos.rodrig...@otrs.com: Hi Balázs, Probably the Hungarian translation was completed after the original Build date of OTRS 4 patch level 11 and that’s why it was not fully included, normally in the workflow to create a new release we update the translations, and as you can see in https://github.com/OTRS/otrs/commit/7172dee#diff-3786796ac91fee4db41f5360302b857a the Hungarian translation was included and updated to the current state it was in Transifex. Regarding OTRS 5, We haven’t reach string freeze status, when we do, we will switch Transifex from OTRS 4 to OTRS 5 (as Transifex does not support branches) then OTRS 5 translations can be updated and there will be no more translations for OTRS 4 (using Transifex). Thank you for your support, I you have more questions regarding this topic, please don’t hesitate to ask. ((enjoy)) Carlos Rodríguez On Aug 4, 2015, at 10:02 AM, Úr Balázs urbal...@gmail.com wrote: Hi, OTRS 4.0.11 and 5.0.0.beta1 have been released today, but the i18n .pot files are the same both for 4.0.11 and for 5.0.0.beta1 (and even for 4.0.10). There are many missing translations in spite of Hungarian translation of .pot is 100%. Please, update the i18n/otrs/otrs.pot files in order to made translation done for the release of 5.0.0. Regards, Balázs ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Senior Developer RD OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Grenzenlose Kommunikation mit der OTRS Business Solution™! Bereichern Sie Ihren IT Support und Kundenservice mit smarten Business Features! https://www.otrs.com/solutions/otrs-business-solution-on-premise/?lang=de/#OTRS-Business-Solution-Basic-Features ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Question regarding Outputfilter in OTRS 4.0
Hi Johannes,
unfortunately AgentTicketZoom is rendered several times to get different
parts of the page (for example the article tree), IIRC. I am not sure if
this can be prevented.
You could try saving a flag in $TicketObject-{_My$Filter_AlreadyRan} or
so that you use to identify the subsequent filter runs (it's a hack, I
know). Or you embed something in the page that you check later on.
Regards, mg
Am 11.03.15 um 10:28 schrieb Johannes Nickel:
Hey guys,
is there any reason or trick to prevent an Pre or Post Outputfilter is
started 3 times in AgentTicketZoom?
I created a small Outputfilter for the AgentTicketZoom and it gets
started 3 times, always with the same template. The other templates are
fine. Any ideas on that?
OTRS Version is 4.0.5.
Thanks in advance.
Johannes
Links to an example:
https://gist.github.com/hanneshal/0660396b5dbba4ede4bb (Filter)
https://gist.github.com/hanneshal/b11df11bdf229b508444 (Config)
Package to link it direct to a test system
https://dl.dropboxusercontent.com/u/9154319/of.zip
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--
Martin Gruner
Senior Developer RD
OTRS AG
Bahnhofplatz 1a
94315 Straubing
T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I: www.otrs.com/
Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751,
USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André
Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel
Schlanker, schneller und flacher denn je - OTRS 4! Und für alle, die
MEHR wollen: Entdecken Sie hier die OTRS Business Solution™ mit mehr
Business Features!
https://www.otrs.com/otrs-business-solution-fuer-besseren-kundenservice/?lang=de
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Re: [dev] dev Digest, Vol 44, Issue 6
Hi Roald, yes this is possible. OTRS also uses a ticket event handler to caclulate and store the escalation times for the tickets. This (target) time calculation only happens when there are changes to the tickets. The escalation notifications etc. are independent of that. Of course you can also use a GA job to do this if the delay is ok. Regards, mg Am 12.12.14 um 16:43 schrieb Roald: Dear Martijn, Thank you for your reply. I'm currently spending some time at this. It seems to me that a custom ticket event handler can't be used. Suppose I have a field Time To Intervention and there needs to be a time based escalation. Is it possible to do time based escalations on dynamic fields using a custom ticket event handler ? I have to do some calculations and look at the calendars. That's why I thought using a generic agent to run every few minutes and look at all open tickets should be the way to go. Maybe do it a bit smarter by only looking at open tickets which fullfull some criteria such as not escalating yet. Thanks!, With kind regards, Roald On Fri, Nov 28, 2014 at 1:00 PM, dev-requ...@otrs.org mailto:dev-requ...@otrs.org wrote: Send dev mailing list submissions to dev@otrs.org mailto:dev@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/dev or, via email, send a message with subject or body 'help' to dev-requ...@otrs.org mailto:dev-requ...@otrs.org You can reach the person managing the list at dev-ow...@otrs.org mailto:dev-ow...@otrs.org When replying, please edit your Subject line so it is more specific than Re: Contents of dev digest... Today's Topics: 1. Re: developing custom SLA/Service escalations and notifications (Martin Gruner) 2. OTRS 5 development (Martin Gruner) -- Message: 1 Date: Thu, 27 Nov 2014 13:24:24 +0100 From: Martin Gruner martin.gru...@otrs.com mailto:martin.gru...@otrs.com Subject: Re: [dev] developing custom SLA/Service escalations and notifications To: Development community of OTRS dev@otrs.org mailto:dev@otrs.org Message-ID: 547717f8.7000...@otrs.com mailto:547717f8.7000...@otrs.com Content-Type: text/plain; charset=windows-1252 Hello Roald, Am 26.11.14 um 17:29 schrieb Roald: Hi, I'm new to OTRS development. Requirements in a nutshell: * set custom fields for SLA's * calculate whether a ticket escalates based on these custom fields (do some custom calculations) * send notifications to agents based on these escalations * there are also other requirements but most can be solved without development Idea on how to approach this: * xml file in /opt/otrs/Kernel/Config/Files which uses SLAPreferences ?xml version=1.0 encoding=utf-8 ? otrs_config version=1.0 init=Framework ConfigItem Name=SLAPreferences###010-TTI Required=0 Valid=1 Description Translatable=1Time To Intervention./Description GroupTicket/Group SubGroupFrontend::SLA::Preferences/SubGroup Setting Hash Item Key=ModuleKernel::Output::HTML::SLAPreferencesGeneric/Item Item Key=Labellabel for dynamic field/Item Item Key=Descdescription./Item Item Key=BlockInput/Item Item Key=PrefKeydynamicfield/Item /Hash /Setting /ConfigItem /otrs_config * write a custom module with a job that should be run by Generic Agent to do the rest. Maybe split it in two modules. Questions: * Is my approach the most straightforward and suitable one ? Sounds pretty straightforward. I think you might not need a GA job, but could do with a custom ticket event handler like Kernel::System::Ticket::Event::TicketEscalationIndex instead. * How do I calculate using the calendars ? For example hours outside business hours don't count for one specific calendar. While there is also a 24/7 calendar. I'd recommend to tailor the calendars just as you need. For 24/7 you can have a calendar that has everything marked, for the other one just define all non-business hours as business hours. Regarding the question from your other mail: with the custom event handler you can also set a dynamic field. Good luck! Best regards, mg -- Martin Gruner Senior Developer RD OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ http
Re: [dev] developing custom SLA/Service escalations and notifications
Hello Roald, Am 26.11.14 um 17:29 schrieb Roald: Hi, I'm new to OTRS development. Requirements in a nutshell: * set custom fields for SLA's * calculate whether a ticket escalates based on these custom fields (do some custom calculations) * send notifications to agents based on these escalations * there are also other requirements but most can be solved without development Idea on how to approach this: * xml file in /opt/otrs/Kernel/Config/Files which uses SLAPreferences ?xml version=1.0 encoding=utf-8 ? otrs_config version=1.0 init=Framework ConfigItem Name=SLAPreferences###010-TTI Required=0 Valid=1 Description Translatable=1Time To Intervention./Description GroupTicket/Group SubGroupFrontend::SLA::Preferences/SubGroup Setting Hash Item Key=ModuleKernel::Output::HTML::SLAPreferencesGeneric/Item Item Key=Labellabel for dynamic field/Item Item Key=Descdescription./Item Item Key=BlockInput/Item Item Key=PrefKeydynamicfield/Item /Hash /Setting /ConfigItem /otrs_config * write a custom module with a job that should be run by Generic Agent to do the rest. Maybe split it in two modules. Questions: * Is my approach the most straightforward and suitable one ? Sounds pretty straightforward. I think you might not need a GA job, but could do with a custom ticket event handler like Kernel::System::Ticket::Event::TicketEscalationIndex instead. * How do I calculate using the calendars ? For example hours outside business hours don't count for one specific calendar. While there is also a 24/7 calendar. I'd recommend to tailor the calendars just as you need. For 24/7 you can have a calendar that has everything marked, for the other one just define all non-business hours as business hours. Regarding the question from your other mail: with the custom event handler you can also set a dynamic field. Good luck! Best regards, mg -- Martin Gruner Senior Developer RD OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Schlanker, schneller und flacher denn je - OTRS 4! Und für alle, die MEHR wollen: Entdecken Sie hier die OTRS Business Solution™ mit mehr Business Features! https://www.otrs.com/otrs-business-solution-fuer-besseren-kundenservice/?lang=de ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
[dev] OTRS 5 development
Dear OTRS developers, as you might have heard, OTRS 4 is now released and development for OTRS 5 will start soon. Do you plan to make substantial contributions to it? If that is the case, I want to offer you to plan and coordinate this together, to make sure right from the planning period that your contributions can find their way into OTRS 5. Please just let me know via reply on this list. Thanks and best regards, Martin -- Martin Gruner Senior Developer RD OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Schlanker, schneller und flacher denn je - OTRS 4! Und für alle, die MEHR wollen: Entdecken Sie hier die OTRS Business Solution™ mit mehr Business Features! https://www.otrs.com/otrs-business-solution-fuer-besseren-kundenservice/?lang=de ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
[dev] Release branch for OTRS 4
Dear developers, today I created a release branch rel-4_0 for OTRS 4 which will be released as stable in a few days. The master branch is open for OTRS 5 development again. All bugfixes should be applied to both branches. Thanks and best regards, Martin -- Martin Gruner Senior Developer RD OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Service Desk-Professionalität auf höchstem Niveau – OTRS 3.4 wird zu OTRS 4! – Jetzt Beta-Version testen! http://www.otrs.com/otrs-4-beta-mit-ultra-flachem-design-und-uberarbeitetem-core/?lang=de ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Unused code?
Carlos,
take courage and remove it if it is not needed in OTRS. :D
Regards, mg
Am 04.11.14 um 16:07 schrieb Carlos Rodríguez:
Hi Moritz,
I’ve also found that part of the code, and have the same question, I’m
not sure but it might be there because of a feature add on or so, you
can’t set this preference to 2 in the GUI, but there are alternative
ways to set the value.
In my eyes i would remove it, but i’m afraid it affect some obscure parts.
((enjoy))
Carlos Rodríguez
On Nov 4, 2014, at 5:33 AM, Moritz Lenz moritz.l...@noris.de
mailto:moritz.l...@noris.de wrote:
Hi all,
Here:
https://github.com/OTRS/otrs/blob/bc9684d6e8baad693a8dada859b8f20af6cbcfff/Kernel/System/Ticket/Article.pm#L646
In Kernel::System::Ticket::Article there is this code:
if (
$UserData{UserSendFollowUpNotification}
$UserData{UserSendFollowUpNotification} == 2
$Ticket{OwnerID} ne 1
$Ticket{OwnerID} ne $Param{UserID}
$Ticket{OwnerID} ne $UserData{UserID}
)
{
However the default preferences only allow
UserSendFollowUpNotification to be 0 or 1 (or undef when not set).
Is this some undocumented feature? Or simply dead code that can be
removed?
The code seems to come from 2005 originally:
https://github.com/OTRS/otrs/commit/777b9c8225aeffd90bb7b3cef012cdd2ecbf798b
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--
Martin Gruner
Senior Developer RD
OTRS AG
Bahnhofplatz 1a
94315 Straubing
T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I: www.otrs.com/
Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751,
USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André
Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel
Service Desk-Professionalität auf höchstem Niveau – OTRS 3.4 wird zu
OTRS 4! – Jetzt Beta-Version testen!
http://www.otrs.com/otrs-4-beta-mit-ultra-flachem-design-und-uberarbeitetem-core/?lang=de
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Re: [dev] Undoing merge operations
Hi Moritz! Is there already a solution to this (or possibly being worked on)? None that I know of. My current thoughts: 1) introduce a transaction ID in the ticket_history table 2) make sure that all individual entries in the ticket_history table that are created during a merge get the same transaction ID 3) currently a merge moves the history for each article that is merged. This would need to be changed to a copy operation, or otherwise a history entry for each article that is moved needs to be created 4) when the steps above are done, there should be enough meta data to undo a merge: 4.1) remove all LinkObjects created during a merge 4.2) move all articles back that were moved during a merge 4.3) restore the old state of the merge ticket 4.4) (Optional) undo changes to dynamic fields that were done during the merge With the current database design most operations in OTRS are not cleanly reversible. In the case of merges it is particularly so. Your proposal could be a workaround, but think of a ticket A merged to B, then B to C etc. DynamicFields could also have been changed in the meantime. Regards, mg -- Martin Gruner Senior Developer RD OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Service Desk-Professionalität auf höchstem Niveau – OTRS 3.4 wird zu OTRS 4! – Jetzt Beta-Version testen! http://www.otrs.com/otrs-4-beta-mit-ultra-flachem-design-und-uberarbeitetem-core/?lang=de ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Update OTRS js libs
Hi Diego, thank you for the reminder. Many of these libraries have been updated in the meantime, with a few exceptions that we will update for OTRS 5. Most notably there is a new version of CKEditor with a new flat skin that matches the new flat design well. Regards, mg Am 03.10.14 um 14:57 schrieb Diego Bastos: I think it would be interesting to OTRS 4, update some javascript libraries to their latest versions. I saw that some of the libraries currently used, are well out of date or are betas. Below is a list of libraries used, with their latest versions: CKEditor 4.3 - 4.4.5 (Github https://github.com/ckeditor/ckeditor-dev) jQuery 1.10 - 1.11.1 (Website http://jquery.com/) jQuery 1.10.3- 1.11.1 (Website http://jqueryui.com/) jsPlumb 1.6.1- 1.6.3 (Github https://github.com/sporritt/jsplumb/) jQuery Validate 1.11 - 1.13 (Github https://github.com/jzaefferer/jquery-validation) FullCalendar 1.6.1- 2.1.1 (Website http://fullcalendar.io/) Flot 0.8.1 - 0.8.3 (Github https://github.com/flot/flot) Stacktrace 0.4 - 0.6.2 (Github https://github.com/stacktracejs/stacktrace.js/) json2.js - 2014-02-04 version (Github https://github.com/douglascrockford/JSON-js/blob/master/json2.js) jsTree 1.0-rc3 - 3.0.4 (Github https://github.com/vakata/jstree/) Farahey- 0.5 (Github https://github.com/jsplumb/farahey) d3 3.3 - 3.4.11 (Github https://github.com/mbostock/d3) Font-Awesome 4.1 - 4.2 (Github https://github.com/FortAwesome/Font-Awesome) QUnit 1.11- 1.15 (Github http://qunitjs.com/) With that, we could provide more functionality, more optimized libraries, more security and more compatibility with modern browsers. ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Senior Developer RD OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Service Desk-Professionalität auf höchstem Niveau – OTRS 3.4 wird zu OTRS 4! – Jetzt Beta-Version testen! http://www.otrs.com/otrs-4-beta-mit-ultra-flachem-design-und-uberarbeitetem-core/?lang=de ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
[dev] Japanese admin manual; documentation management on www.transifex.com
Dear all, today I have two good news about our documentation. First is that we have a complete Japanese translation for the OTRS 3.3 admin manual. It was contributed by Naoto Nakashima 中嶋直人. You can take a look here: http://otrs.github.io/doc/manual/admin/stable/ja/html/index.html http://ftp.otrs.org/pub/otrs/doc/doc-admin/3.3/ja/pdf/otrs_admin_book.pdf The second good news is that the translation management for the admin manual was migrated to www.transifex.com. This is the online translation collaboration platform which is free for open source projects. Translations can be edited collaboratively in a very nice web user interface. No technical knowledge for working with translation files is required any more. Take a look at our project here: https://www.transifex.com/projects/p/OTRS/. Anyone can register with a free translator's account on transifex and request the addition to one of our resources/langugages or even request a new language to be added for translation. I hope this will help us to also bring the other languages (de and ru) for the admin manual back to a state where they can be published. Please feel free to join! I'm currently working on integrating transifex also for our translation workflow for the OTRS framework and public modules, and it looks like this will also be productive until OTRS 3.4 beta1. At this point we'd only use transifex for our public translation work, which should make things much easier and boost translation visibility and collaboration. Best regards, mg -- Martin Gruner Senior Developer RD OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Neugierig auf OTRS 3.4? - Besuchen Sie uns auf der IT Business in Stuttgart vom 08.-10. Oktober 2014! - Hier geht es zu Ihrer Messefreikarte: http://www.otrs.com/otrs-auf-der-messe-business-vom-8-10-10-2014-stuttgart/?lang=de ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
[dev] Stable URLs in documentation
Dear all, this is just to briefly inform you that our online documentation now features stable URLs pointing to the latest available stable release for the manuals and the API docs. See for example http://otrs.github.io/doc/manual/admin/stable/en/html/index.html. This might be helpful when referring to the documentation from other documents. Previously the URLs always contained the version number and thus had to be changed. Regards, mg -- Martin Gruner Senior Developer RD OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Neugierig auf OTRS 3.4? - Besuchen Sie uns auf der IT Business in Stuttgart vom 08.-10. Oktober 2014! - Hier geht es zu Ihrer Messefreikarte: http://www.otrs.com/otrs-auf-der-messe-business-vom-8-10-10-2014-stuttgart/?lang=de ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Status for apache httpd 2.4 and mod_perl
Hello Makoto, OTRS has been supporting CGI, mod_perl and FCGI for a while now, and there is no change planned atm. Additionally, since 3.3 there is an experimental Plack handler that you can also try. Regards, mg Am 23.07.14 um 17:56 schrieb Makoto Miida: Hi list, I'd like to know about the status or milestone for supporting httpd 2.4 and mod_perl in feature OTRS release. I noticed that mod_perl does not support httpd 2.4 and the support is depliated, and RHEL 7 has released with not including mod_perl. EPEL 7 (beta) is containing mod_perl accompanying with httpd 2.4 but it is not oficcial. Is there any milestone that OTRS supports officially other platform like FCGI ro PCGI? for now, I had successfully started httpd with mod_perl in following platform; - RHEL7 httpd 2.4 + EPEL 7 mod_perl (perl 5.16) - CentOS 6 with mod_perl 2.2 (perl 5.10) - Amazon Linux 2013.09 httpd2.2 with mod_perl (perl 5.10) But failed in; - Amazon Linux 2014.03 + httpd 2.2 or 2.4 (perl 5.16) can I get any insight as long as maintaining OTRS platform... Best regards, Makoto Miida ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Senior Developer RD OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Neugierig auf OTRS 3.4? - Besuchen Sie uns auf der IT Business in Stuttgart vom 08.-10. Oktober 2014! - Hier geht es zu Ihrer Messefreikarte: http://www.otrs.com/otrs-auf-der-messe-business-vom-8-10-10-2014-stuttgart/?lang=de ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
[dev] OTRS manuals and API documentation improved
Dear all, this is just to inform you that the content of http://doc.otrs.org and http://dev.otrs.org is being migrated to http://otrs.github.io/doc/. Right now the old content is still available, but it will redirect to the new pages soon. Most notable change is that the Perl API documentation was revived and is now available again for recent OTRS versions. There will be more improvements in the next days and weeks. One benefit will be that this will integrate with the customer portal (pending). So if you are logged in in the customer portal you will still see your main menu on the documentation site - it will actually appear to be a part of the customer portal. If you find any problems there, please let me know. Regards, mg -- Martin Gruner Senior Developer RD OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Einfache Planung, bessere Übersicht - Mit OTRS 3.3 einfach besseres Service Management - Jetzt downloaden und testen ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] OTRS on SQL Azure: Question regarding DB Scripts
Hi Sean, if you find a simpler way that will work in the OTRS architecture, I'm absolutely open. OTRS defines database schemas and schema changes in XML, please see scripts/database/otrs-schema.xml. From this, the DBObject creates the SQL files for the different DB types with the help of our drivers, mssql for example. So there is one common XML source that feeds all the different database types (see also http://doc.otrs.org/developer/3.3/en/html/ch02s02.html for a summary). This means we have no options to perform exceptions for particular databases, which is why I believe adding primary keys to all tables would be the right thing to do. If you have another proposal, please explain it. Regards, mg Am 07.04.14 17:56, schrieb Sean Killeen: Hi Martin, Thanks for being so receptive to the idea and continuing the conversation. I'm wondering if there might be a simpler answer than what you've proposed. SQL Azure doesn't require a primary key on the tables -- rather, it only requires a clustered index so that it has an indication of how to store the data. I believe it's very possible that if we create the appropriate clustered index to instruct SQL Server how to store data at the leaf level, we don't necessarily need to create a primary key. Additionally, if these tables were previously small enough to be heaps, we may not need to create the clustered indexes perfectly. Given my understanding of the above, I was wondering if this couldn't be accomplished with changes to the MSSQL database schema setup transformation scripts alone, saving us the necessary work on the drivers, etc. since they'd continue to operate normally. Unlike a primary key, adding a clustered index wouldn't introduce constraints -- though I might be ignorant of problems it would cause elsewhere somehow. Is there something I'm missing that would require us to do more work than that? Happy to put in the work, of course, but I'm thinking we might be able to accomplish this with less ripple effect and I'm all for that. Thanks again, -- Sean On Mon, Apr 7, 2014 at 7:30 AM, Martin Gruner martin.gru...@otrs.comwrote: Hi Sean, hi Mike, this is a very interesting, but also challenging project. Essentially this boils down to adding primary keys to tables that don't have them yet. There are a few obstacles though: - The database drivers of OTRS don't support adding of primary keys to existing tables (yet). - Once this is done for the framework, we will also need to enforce primary keys for all OTRS modules. So the steps to achieve this would be: 1. Add the possibility to add primary keys to all database drivers in OTRS (mysql, postgresql, mssql and oracle). Maybe Mike could help here with the non-mssql databases. This must be covered well with unit tests and should be merged as a separate pull request before the work continues= -- Martin Gruner Senior Developer RD OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Einfache Planung, bessere Übersicht - Mit OTRS 3.3 einfach besseres Service Management - Jetzt downloaden und testen ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] OTRS on SQL Azure: Question regarding DB Scripts
Hi Sean, exactly. These files are generated from the XML (with bin/otrs.xml2sql.pl) and will be overwritten whenever there are changes to the XML and/or the drivers. Regards, mg Am 08.04.14 12:04, schrieb Sean Killeen: Martin, I think I may have misled myself but would like your confirmation. I got the impression from browsing https://github.com/OTRS/otrs/tree/rel-3_3/scripts/database. Here, it appears that there are database scripts for different providers, one of which was an MSSQL provider. My thought was that if we could edit the otrs-initial_insert.mssql.sql to include clustered indexes on some of the tables it creates, that this would solve the problem without altering the Schema from the perspective of the XML file. But it sounds from your explanation like these files may not be used and the XML file / driver may be used now instead. Is that the case? Thanks for clarifying, Sean — Sean E-mauled from my mobile device; please excuse typos and brevity. On Tue, Apr 8, 2014 at 3:07 AM, Martin Gruner martin.gru...@otrs.com mailto:martin.gru...@otrs.com wrote: Hi Sean, if you find a simpler way that will work in the OTRS architecture, I'm absolutely open. OTRS defines database schemas and schema changes in XML, please see scripts/database/otrs-schema.xml. From this, the DBObject creates the SQL files for the different DB types with the help of our drivers, mssql for example. So there is one common XML source that feeds all the different database types (see also http://doc.otrs.org/developer/3.3/en/html/ch02s02.html for a summary). This means we have no options to perform exceptions for particular databases, which is why I believe adding primary keys to all tables would be the right thing to do. If you have another proposal, please explain it. Regards, mg Am 07.04.14 17:56, schrieb Sean Killeen: Hi Martin, Thanks for being so receptive to the idea and continuing the conversation. I'm wondering if there might be a simpler answer than what you've proposed. SQL Azure doesn't require a primary key on the tables -- rather, it only requires a clustered index so that it has an indication of how to store the data. I believe it's very possible that if we create the appropriate clustered index to instruct SQL Server how to store data at the leaf level, we don't necessarily need to create a primary key. Additionally, if these tables were previously small enough to be heaps, we may not need to create the clustered indexes perfectly. Given my understanding of the above, I was wondering if this couldn't be accomplished with changes to the MSSQL database schema setup transformation scripts alone, saving us the necessary work on the drivers, etc. since they'd continue to operate normally. Unlike a primary key, adding a clustered index wouldn't introduce constraints -- though I might be ignorant of problems it would cause elsewhere somehow. Is there something I'm missing that would require us to do more work than that? Happy to put in the work, of course, but I'm thinking we might be able to accomplish this with less ripple effect and I'm all for that. Thanks again, -- Sean On Mon, Apr 7, 2014 at 7:30 AM, Martin Gruner martin.gru...@otrs.comwrote: Hi Sean, hi Mike, this is a very interesting, but also challenging project. Essentially this boils down to adding primary keys to tables that don't have them yet. There are a few obstacles though: - The database drivers of OTRS don't support adding of primary keys to existing tables (yet). - Once this is done for the framework, we will also need to enforce primary keys for all OTRS modules. So the steps to achieve this would be: 1. Add the possibility to add primary keys to all database drivers in OTRS (mysql, postgresql, mssql and oracle). Maybe Mike could help here with the non-mssql databases. This must be covered well with unit tests and should be merged as a separate pull request before the work continues= -- Martin Gruner Senior Developer RD OTRS AG Bahnhofplatz 1a 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Einfache Planung, bessere Übersicht - Mit OTRS 3.3 einfach besseres Service Management - Jetzt downloaden und testen ___ OTRS mailing
[dev] All active pull requests for OTRS need to be recreated
Dear all, today we experienced a technical problem with the git repository on https://github.com/OTRS/otrs which forced us to re-create this repository on github and push the data to it again. The very unfortunate side effect of this is that all pull requests are lost (there were around 18 open PRs). If you sent one of these that was not already merged and is now lost, or you previously created a fork of OTRS on github, you should take the following steps: - Please re-fork OTRS in github to correctly establish the repository link again. - Push all your own branches to your fork from your local clone. No data will be lost! - Re-create the PRs that are still relevant. Please accept my sincere apologies for the overhead this may cause you. Best regards, mg -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Einfache Planung, bessere Übersicht - Mit OTRS 3.3 einfach besseres Service Management - Jetzt downloaden und testen ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Question related to code contribution :: dev Digest, Vol 34, Issue 5
Hi Anna, why specifically do you think that a German version would be needed in addition to the already available English version? (I'm not on facebook.) In general, I'm open to the suggestion, but I don't believe we'll translate the CLA to all contributor's languages. Regards, mg Am 08.01.14 14:13, schrieb Anna Brakoniecka: Hello, due to the mentioned issue of code contribution, I have a question related to it. Torsten Thau put the question already in the OTRS Facebook group, but there is no answer yet, even if some weeks passed by. The answer is important for (among all) me, because capeIT has been contributing to the OTRS-project for years * by delivering bug fixes, code, free additional modules (ImportExportExtensions, ITSMAttributeCollection, KIX4OTRS, ConfigureCallHome, etc., the complete list at http://www.cape-it.de/free-otrs-community-additional-modules.html and OPAR http://opar.perl-services.de/package/author/CAPEIT ) * and community work (among all our input in the OTRS forum and mailing lists). *My question:* is there a chance of getting the Contributor License Agreement in German? Until now, the document is only in English. The German aspect is important due to the German jurisdiction that would be relevant for German-speaking code contributors. Is there any answer, I could get to this question? Thanks in advance for any hint. Even a pure No would be already helpful. Kind regards, Anna Brakoniecka ** With KIX4OTRS... one step ahead in service ** ** http://www.cape-it.de/kix4otrs-standard-features.html ** ** http://www.cape-it.de/references.html ** Anna Brakoniecka c.a.p.e. IT® GmbH - ...cape it easy Annaberger Str. 240, D-09125 Chemnitz http://www.cape-it.de Tel: +49 371 5347 620 Fax: +49 371 5347 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier -Ursprüngliche Nachricht- *Von:*dev-requ...@otrs.org *Gesendet:* Di 07.01.2014 12:57 *Betreff:*dev Digest, Vol 34, Issue 5 *An:* dev@otrs.org; Send dev mailing list submissions to dev@otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/dev or, via email, send a message with subject or body 'help' to dev-requ...@otrs.org You can reach the person managing the list at dev-ow...@otrs.org When replying, please edit your Subject line so it is more specific than Re: Contents of dev digest... Today's Topics: 1. Re: hello again every one Im back and have code to contribute (Martin Gruner) -- Message: 1 Date: Tue, 07 Jan 2014 10:45:42 +0100 From: Martin Gruner martin.gru...@otrs.com Subject: Re: [dev] hello again every one Im back and have code to contribute To: Development community of OTRS dev@otrs.org Message-ID: 52cbccc6.5030...@otrs.com Content-Type: text/plain; charset=ISO-8859-1 Hi Paul, great, looking very much forward to your pull requests. It is always good if the code does not change the behaviour (output), but makes it more efficient etc., then it is most easy to integrate for us. In case of the TemplateGenerator I would ask you to first write some unit tests covering the current behaviour that you want to improve. This is a module that does not have a good test coverage yet. Then apply your optimizations and see if the unit tests still work correctly. Please see scripts/test/TemplateGenerator/ for a very small example, or all the other test cases in scripts/test. Test driven development is always highly recommendable IMHO. Please let me know if you have any questions about the unit tests. Regards, mg Am 06.01.14 23:45, schrieb Paul Robert Marino: Carlos Thank you I'm already familiar with the guidelines since I was very active in the community back in 2006-8 when I maintained and developed an instance of OTRS for a stock exchange. That said I'll look it over to see if any thing other than the ability to submit via Github pull request has changed. You should expect to see some of my patches in the next couple of days. I hope people like them. -- Sent from my HP Pre3 On Jan 6, 2014 17:33, Carlos Rodr?guez carlos.rodrig...@otrs.com wrote: Hi Paul, You as any other contributor is very welcome to send improvements in the code, thank you! As a suggestion please take a look at the OTRS Development Manual, specially in the code style guide http://doc.otrs.org/developer/3.3/en/html/code-style
Re: [dev] hello again every one Im back and have code to contribute
Hi Paul, great, looking very much forward to your pull requests. It is always good if the code does not change the behaviour (output), but makes it more efficient etc., then it is most easy to integrate for us. In case of the TemplateGenerator I would ask you to first write some unit tests covering the current behaviour that you want to improve. This is a module that does not have a good test coverage yet. Then apply your optimizations and see if the unit tests still work correctly. Please see scripts/test/TemplateGenerator/ for a very small example, or all the other test cases in scripts/test. Test driven development is always highly recommendable IMHO. Please let me know if you have any questions about the unit tests. Regards, mg Am 06.01.14 23:45, schrieb Paul Robert Marino: Carlos Thank you I'm already familiar with the guidelines since I was very active in the community back in 2006-8 when I maintained and developed an instance of OTRS for a stock exchange. That said I'll look it over to see if any thing other than the ability to submit via Github pull request has changed. You should expect to see some of my patches in the next couple of days. I hope people like them. -- Sent from my HP Pre3 On Jan 6, 2014 17:33, Carlos Rodríguez carlos.rodrig...@otrs.com wrote: Hi Paul, You as any other contributor is very welcome to send improvements in the code, thank you! As a suggestion please take a look at the OTRS Development Manual, specially in the code style guide http://doc.otrs.org/developer/3.3/en/html/code-style-guide.html Following this guide lines will make easier and faster to integrate your contributions. ((enjoy)) Carlos Rodríguez On Jan 6, 2014, at 4:05 PM, Paul Robert Marino prmari...@gmail.com mailto:prmari...@gmail.com wrote: hello every one Its been quite a few years since I was on this list. Im working now at an other company where we are implementing OTRS. I have been looking over the code and there has been a lot of progress since I last looked at it. That said there are a few things that struck me as inefficient and not as flexible as I would like in Kernel/System/TemplateGenerator.pm Ill be signing the contributors agreement shortly and will do a fork with a push request on github shortly but I wanted to gauge some of the reactions to what I want to submit before I go to far with it. essentially what I would like to change is the handleing of tags like OTRS_CUSTOMER_SUBJECT[20] and OTRS_CUSTOMER_EMAIL[5] I found an inefficiency in the handling of OTRS_CUSTOMER_EMAIL[5] specificly if you set say OTRS_CUSTOMER_EMAIL[] there is an inefficiency in the loop which is easy to fix with a precheck which I've already written. additionally Ive also made a change where OTRS_CUSTOMER_EMAIL[] OTRS_CUSTOMER_EMAIL are treated as inset the whole message. the changes I made only added a few lines and a very slight modification to the regex used to match and replace it. I also modified the handling of OTRS_CUSTOMER_SUBJECT[20] to work in a similar manner. and made it so if the length of the subject isn't longer than the number of characters specified it will not add the [...] suffix to the subject. this was handled by a slight tweak of the regex and the addition of an if statement. What I would like to do eventually is make this functionality a simple set of methods (OO speak for functions) which can be called to handle this for any of these template replace tags as efficiently as possible. we would need more than two because of things like the custom fields. I'm fairly sure I could be handled with just a few methods simple to use methods and I could make the code far more efficient in the process the data. Does any one have any comment, suggestions, or requests on this before I get too deep into writing it? Thank You Paul Robert Marino ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Einfache Planung, bessere Übersicht - Mit OTRS 3.3 einfach besseres Service Management - Jetzt downloaden und testen ___ OTRS mailing list: dev - Webpage
Re: [dev] OTRS Ajax/JSON Issues
Hi Dan, you're running on Windows, right? Please see http://bugs.otrs.org/show_bug.cgi?id=7337. There is a fix available to disable JSON::XS on PerlEx. Alternatively, uninstall JSON::XS on your system and see if this makes the error go away. Regards, mg Am 02.01.14 20:51, schrieb Dan Stover: I updated all the tables to InnoDB (otrs.MySQLInnoDBSwitch.pl) and still am getting Ajax errors. I am getting the following error in /var/log/apache2/error.log: [error] encountered object 'true', but neither allow_blessed nor convert_blessed settings are enabled at /opt/otrs//Kernel/System/JSON.pm line 107.\n Here is an entry from /var/log/apache2/access.log: 10.0.2.102 - - [02/Jan/2014:13:18:57 -0600] POST /otrs/index.pl? HTTP/1.1 500 641 http://otrslamp.emacinc.com/otrs/index.pl?Action=AgentTicketProcess; Mozilla/5.0 (Windows NT 6.1; WOW64; rv:26.0) Gecko/20100101 Firefox/26.0 From /var/log/mysql/error.log: Version: '5.5.31-0ubuntu0.12.04.1' socket: '/var/run/mysqld/mysqld.sock' port: 3306 (Ubuntu) 140102 12:52:21 InnoDB: ERROR: the age of the last checkpoint is 9445506, InnoDB: which exceeds the log group capacity 9433498. InnoDB: If you are using big BLOB or TEXT rows, you must set the InnoDB: combined size of log files at least 10 times bigger than the InnoDB: largest such row. I have looked in the OTRS log and there is just normal things in there. Is there any other log I should send? I have, as far as I can tell, gone through everything with a fine toothed comb and cannot find the problem. Any advice would be greatly appreciated. Thanks in advance...Dan. -Original Message- From: Dan Stover [mailto:dsto...@emacinc.com] Sent: Thursday, January 02, 2014 12:12 PM To: 'Development community of OTRS' Subject: RE: [dev] OTRS Ajax/JSON Issues I ran the script and nothing changed. I did notice that the otrs.CheckDB.pl output said that my database is defined as InnoDB and my tables are not the same (MYISAM). This is the same on the beta site, which appears to be working correctly. Is this a big problem? I did a restore but created the database myself, apparently with the wrong storage engine. -Original Message- From: dev-boun...@otrs.org [mailto:dev-boun...@otrs.org] On Behalf Of Moritz Lenz Sent: Thursday, January 02, 2014 10:06 AM To: dev@otrs.org Subject: Re: [dev] OTRS Ajax/JSON Issues On 01/02/2014 04:54 PM, Dan Stover wrote: I did not delete the caches. I guess I assumed that things like that would be done during the restore. Please let me know how to do that and I will give it a shot. There's a otrs.deleteCaches.pl script shipped with otrs. Run it. ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Einfache Planung, bessere Übersicht - Mit OTRS 3.3 einfach besseres Service Management - Jetzt downloaden und testen ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Availability of customizable columns in various grids from v3.3.0
Hi Bogdan, Am 23.09.13 12:18, schrieb Bogdan Iosif: Hi, From v3.3.0 beta2 release notes: Dashboard ticket lists and regular ticket overviews can now be filtered by eligible ticket columns, and the shown columns are configurable. As far as I could tell from playing around with this feature it's still NOT available in agent zoom view or anywhere in the customer interface. Will this feature's availability remain the same for the final 3.3.x release? Yes. Regards, mg -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Happy Birthday OTRS ! - 10 Jahre innovatives und flexibles Service Management - Lassen Sie uns zusammen vorwärts gehen ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Dev API missing from http://dev.otrs.org for v3.2.x
Hi Renée, I would like to know which toolchain you are using to generate the docs, could you tell us? Regards, mg Am 24.09.13 11:37, schrieb Renee B: You can find the API docs at http://otrs.perl-services.de/docs/ On 24.09.2013 11:16, Bogdan Iosif wrote: Hi, Navigating http://dev.otrs.org I noticed that updates for dev API are missing for v3.2.x (seems it happened since source control was moved to github). Where was this info extracted from? //bogdan ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Happy Birthday OTRS ! - 10 Jahre innovatives und flexibles Service Management - Lassen Sie uns zusammen vorwärts gehen ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] alter database SOPM
Hi Mike, Am 25.06.13 03:37, schrieb McMahon, Mike (HQP): All, Is there a way to alter a database via the SOPM to change a FK relationship? In general, yes. You can use ForeignKeyCreate and -Drop tags for that. I found that I was unable to delete tickets in the system (we have a queue for deleting junky/spam tickets) when one of our custom integrations already had a db entry for it. Here is the setup Cost_estimate = FK relationship on ticket_id So when I try to delete a ticket in the system, the system complains that it's violating the FK relationship on cost_estimate. I need to update the SOPM to alter the key relationship so that deletes are okay (and will cascade/delete entries from the cost_estimates database). I don't think this will be possible. OTRS does not support specification of CASCADE at this point. Additionally I need to update the TableCreate statement to include a proper FK relationship. How do I do this?? Just in the same way as the tables are created in OTRS itself. See otrs-schema.xml. To achieve what you need you probably have to patch Ticket::TicketDelete() to delete all referencing entities. Regards, mg -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Mehr als ein Help Desk-System -- Prozess- und Kundenmanagement mit OTRS 3.2 -- Jetzt Frühbucherrabatt sichern: http://www.otrs.com/de/loesungen/promotion/otrs-help-desk-32-special/ ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Pull Request: Max Value to Dynamic Fields in AgentTicketZoom via Sysconf
Hi Johannes, looks good to me! Regards, mg Am 08.05.13 12:33, schrieb Johannes Nickel: Hi Devs, I added a config option to change the length of DynamicFields in AgentTicketZoom via Sysconfig. Any comments on this or can I stage it as pull request to the master? Link: https://github.com/hanneshal/otrs/commit/7fd2878faa129abefc75e0b3b6c770f1afcea55f regards Hannes ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Mehr als ein Help Desk-System -- Prozess- und Kundenmanagement mit OTRS 3.2 -- Jetzt Frühbucherrabatt sichern: http://www.otrs.com/de/loesungen/promotion/otrs-help-desk-32-special/ ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
[dev] Critical bug
Hi all, FYI: we had a bad regression in 3.2.4: http://bugs.otrs.org/show_bug.cgi?id=9307. It is currently possible to install packages from FTP which are only available for older framework versions. I reverted the offending commit, and will schedule a 3.2.5 release very soon. Regards, mg -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Mehr als ein Help Desk-System – Prozess- und Kundenmanagement mit OTRS 3.2 – Jetzt Frühbucherrabatt sichern: http://www.otrs.com/de/loesungen/promotion/otrs-help-desk-32-special/ ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
[dev] Maintenance branch for OTRS 3.2 created
Hi, we just created a maintenance branch rel-3_2 for OTRS 3.2 in git. The master branch is now open for 3.3 development. Please note that all changes/bugfixes for 3.2 must be applied to the 3.2 AND the master branch - which is easy now with things like git merge and git cherry-pick. Best regards, mg -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Mehr als ein Help Desk-System – Prozess- und Kundenmanagement mit OTRS 3.2 – Jetzt Frühbucherrabatt sichern: http://www.otrs.com/de/loesungen/promotion/otrs-help-desk-32-special/ ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Test migration to git
Hi Stefan, it's great that you are working on the SMIME stuff. We did some changes in the last few days there too. The git migration is planned for next week, until then please use the regular CVS checkout as described at http://www.otrs.com/de/open-source/source-code/. CVS Head is the current 3.2 branch. Best regards, mg Am 13.02.13 12:20, schrieb Stephan Lauffer: sorry! This mail should have been addressed to Martin... (but is not that wrong here... just not in english) I am trying to fix some sing and crypt issues and asked for a recent devel version, checkout of latest devel source... Am 13.02.2013 12:17, schrieb Stephan Lauffer: Hallo! Gerade wollte ich nach einem aktuellen Snapshot von otrs suchen... ich bin derzeit dabei, smime bzw CryptSign in 3.2.1 zu fixen. Ich habe mich nun gefreut, dass es jetzt gerade schon ein testrepo in git gibt! Kurze Frage: Kann ich die aktuelle devel Version auschecken, bzw. gibt es hier vielleicht schon fixes bezüglich s/mime? Wenn nicht, dann kann ich natürlich auch einfach weiter auf Grundlage der Sourcen von 3.2.1 schauen. PS: So wie ich das aktuell sehe, haben Änderungen an Ajax die Sache gebrochen... habe schon einiges in ArticleComposeSign.pm herausgefunden/korrigiert, bis ich dann sah, dass wohl das Ajax dazwischenfunkt... Wie ich sehe, ist die Am 03.01.2013 11:11, schrieb Martin Gruner: Dear all, as we are preparing to migrate the source code of the OTRS framework (as a first step) to git, I have setup a test repository at https://github.com/mgruner/otrs-gitimport-test. It contains the OTRS source code of a few weeks ago as my current migration routine processed it, including full history, all branches and tags. I would be glad about feedback, especially errors in the migration that you may spot. The only issue that I currently know of is that the date format in the keyword expansion is different now, it used to be /MM/DD in older CVS and is now -MM-DD. I'm willing to buy that, if it is the only thing. Best regards, mg ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel Mehr als ein Help Desk-System -- Prozess- und Kundenmanagement mit OTRS 3.2 -- Jetzt Frühbucherrabatt sichern: http://www.otrs.com/de/loesungen/promotion/otrs-help-desk-32-special/ ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
[dev] Test migration to git
Dear all, as we are preparing to migrate the source code of the OTRS framework (as a first step) to git, I have setup a test repository at https://github.com/mgruner/otrs-gitimport-test. It contains the OTRS source code of a few weeks ago as my current migration routine processed it, including full history, all branches and tags. I would be glad about feedback, especially errors in the migration that you may spot. The only issue that I currently know of is that the date format in the keyword expansion is different now, it used to be /MM/DD in older CVS and is now -MM-DD. I'm willing to buy that, if it is the only thing. Best regards, mg -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel It's raining... OTRS Feature Add-Ons! Bis zu 10 kostenlose OTRS Feature Add-Ons und professionellen Hersteller-Support – Werden Sie jetzt Service-Subscription-Kunde! ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] ACL - How do they work?
http://doc.otrs.org/3.1/en/html/acl.html
Am 31.10.12 18:01, schrieb Rocco Tocci:
Hi Guys, in the form of new phone ticket I would limit the choice of
services depending on the type of ticket.
I added this ACL in config.pm but does not work
$ Self- {TicketAcl} - {'ACL-1'} =
{
Properties = {
Ticket = {Type = ['Incident'],},
},
Possible = {
Ticket = {Service = ['CPS-IMAC :: Add', 'CPS-IMAC :: Change'],},
},
};
work when I go to the ticket zoom I see only the services of ACL?
Suggestions?
Where can I find a complete documentation about the syntax and
sematics of ACLs?
Thank you!
--
Martin Gruner
Senior Developer RD
OTRS AG
Europaring 4
94315 Straubing
T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I: www.otrs.com/
Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.:
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
(Vorsitzender), Christopher Kuhn, Sabine Riedel
It's raining... OTRS Feature Add-Ons! Bis zu 10 kostenlose OTRS Feature Add-Ons
und professionellen Hersteller-Support – Werden Sie jetzt
Service-Subscription-Kunde!
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Re: [dev] Unicode sorting
Hi Juan,
AFAIR, Perl uses the locale data from your system environment, also for
the cmp operator. So you can tweak that to get a different sorting for
your system. Database based sorts use the database's locales/collation data.
Regards, mg
Am 30.10.12 09:31, schrieb Juan Manuel Clavero Almirón:
Hi all,
since OTRS 3.1, OTRS works internally with Unicode Strings but leaves
character sorting to basic perl 'cmp', which is not really unicode aware...
as explained in Perl Unicode Cookbook
[http://www.perl.com/pub/2012/06/perlunicook-case--and-accent-insensitive-sorting.html],
I think it would be best to use Unicode::Collate's sort.
I've done this in Layout.pm - _BuildSelectionDataRefCreate and it really has
improved usability to our users (agents and customers both). This is the diff
to the OTRS layout.pm (v 1.381.2.11 2012/06/22), in case anyone wants to use
it:
16a17,22
#
## Unicode Sorting ##
#
use Unicode::Collate;
#
4667a4674,4684
#
## Unicode Sorting ##
#
## Unicode Sorting: added sorting by Unicode::Collate
my $Collate = Unicode::Collate-new(level = 1);
# Level 1 ignores case and diacritics
# Level 2 adds diacritic comparisons to the ordering algorithm.
# Level 3 adds case ordering.
# Level 4 adds a tiebreaking comparison of probably more detail
than most people will ever care to know.
# Level 4 is default
4677c4694,4695
@SortKeys = sort( keys %{ $Param{Data} } );
---
## Unicode Sorting ##
@SortKeys = $Collate-sort( keys %{ $Param{Data} } );
4686c4704,4705
@SortKeys = sort { $SortHash{$a} cmp $SortHash{$b} } ( keys
%SortHash );
---
## Unicode Sorting ##
@SortKeys = sort { $Collate-cmp($SortHash{$a},
$SortHash{$b}) } ( keys %SortHash );
4696c4715,4716
push @SortKeys, sort { $List{$a} cmp $List{$b} } ( keys
%List );
---
## Unicode Sorting ##
push @SortKeys, sort { $Collate-cmp($List{$a}, $List{$b})
} ( keys %List );
4702a4723
## Unicode Sorting ##
4704c4725
= sort { $Param{Data}-{$a} cmp $Param{Data}-{$b} } (
keys %{ $Param{Data} } );
---
= sort { $Collate-cmp($Param{Data}-{$a},
$Param{Data}-{$b}) } ( keys %{ $Param{Data} } );
4706a4728
#
Kind regards,
Juan Clavero
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--
Martin Gruner
Senior Developer RD
OTRS AG
Europaring 4
94315 Straubing
T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I: www.otrs.com/
Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.:
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
(Vorsitzender), Christopher Kuhn, Sabine Riedel
It's raining... OTRS Feature Add-Ons! Bis zu 10 kostenlose OTRS Feature Add-Ons
und professionellen Hersteller-Support – Werden Sie jetzt
Service-Subscription-Kunde!
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Re: [dev] How can I setup a dev environment for OTRS?
://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel It's raining... OTRS Feature Add-Ons! Bis zu 10 kostenlose OTRS Feature Add-Ons und professionellen Hersteller-Support -- Werden Sie jetzt Service-Subscription-Kunde! ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] How can I setup a dev environment for OTRS?
Hi Bogdan, it's been a while :-/. AFAIR (http://www.epic-ide.org/guide/ch06.php), it may not even run inside apache but spawn a local HTTP/CGI server that you can use to run OTRS inside. Just try it. Regards, mg Am 11.09.12 09:26, schrieb Bogdan Iosif: Hi, 10x. When you tried this, did you have the debugger connect to Apache HTTPD or were you able to somehow execute OTRS's scripts in a more direct way? As far as I understood, the Perl interpreter runs in HTTPD's process, via mod_perl, so a debugger would need to attach to HTTPD in order to work. I understand your point about not practically needing the above, but it would give me a warm fuzzy feeling to see it working and know I can do that for the worst case scenario. /bogdan On Tue, Sep 11, 2012 at 10:12 AM, Martin Gruner martin.gru...@otrs.comwrote: Hi Bogdan, AFAICT you can use Eclipse with the EPIC perl editor that also includes a graphical interface to the Perl debugger, giving you full execution control. I tried that once, but as Mike said it is not really needed in everyday work. Best regards, mg Am 11.09.12 09:09, schrieb Bogdan Iosif: Thanks for the input. I was afraid of that. I'm familiar with this type of debugging from writing shell scripts running under Jenkins but I've never done debugging like that for a code base as large as OTRS seems to be. With shell scripts it was, kind of, simple to assess if the code is valid because I knew exactly where the script will be invoked from and my only concern was to explore the context of the call (mainly env vars). With these Perl scrips, without an IDE that halts execution on a breakpoint or a possibility to statically explore all callers on an object's method, I find it hard to imagine how I can ensure a change I make on some of the code OTRS ships with will not break some code paths or, worse, produce undesirable side effects. I assume you mean Apache HTTPD's STDERR. I'll try to setup Fred. I hope this info is still valid ( http://lists.otrs.org/pipermail/dev/2007-October/001728.html) because I haven't found much else in the form of a guide on how to use / install it= -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn, Sabine Riedel It's raining... OTRS Feature Add-Ons! Bis zu 10 kostenlose OTRS Feature Add-Ons und professionellen Hersteller-Support – Werden Sie jetzt Service-Subscription-Kunde! ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Help me, and guide me
Hi Ali, this happens if you have a mix of tables in different storage engines. Maybe you have some older MyISAM tables, and now the default setting of MySQL is InnoDB, so that new tables are created in InnoDB? Foreign keys do not work between different engines. You should make sure all tables use the same engine. Best regards, mg Am 30.01.12 08:08, schrieb Ali Umair: i want to update my OTRS, 2.2 to 3.0, but when i run script of 2.3 then in alter statements i found this error 0 66 12:04:13ALTER TABLE queue_preferences ADD CONSTRAINT FK_queue_preferences_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue (id)Error Code: 1005 Can't create table 'otrs.#sql-223f_49' (errno: 150) 0.031 sec i am working on mysql workbench and i install otrs on red hat linux, please guide me as soon as possible. Thanks -- -- *Best Regards* *Ali Umair | Software Engineer * *i**2**c**Pakistan*| 04-Old FCC, Ferozepur Road, Lahore, PAKISTAN Ph: 0092-42-111 000 911 X 171 | Cell: +92-334-4556898 ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn Schalten Sie hoch! Der Turbo für Ihr OTRS - Exklusive Feature Add-Ons: http://www.otrs.com/de/solutions/subscriptions/feature-add-ons/ ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Patchfiles
Hi Jeff, thanks a lot for your email and the patches. Regarding the dropdowns, nice idea! However, it would not work for anyone using the keyboard, so I cannot put it in the standard. The overflow: yes, we have a bug report about it, but I also cannot disable the overflow globally. It is there to make it possible for some tables to be larger than the widget in the admin interface. Sometimes this happens. We'll try to find another solution. Thanks again, and best regards, mg Am 19.01.12 18:37, schrieb Jeff Snider: I just recently upgraded from 2.4 to 3.0 (yes, yes, way behind) at our university and I made a few very small changes while doing so. Some of them may be of interest to others so I've outlined the whys below and attached patch files. reply-dropdown-click.patch I changed the event that is used on the reply dropdown from change to click to play nicer with popup blockers. I found that it didn't make any difference in IE7 and 8 but in all of the others I tested (FF3.6, FF8, Safari, Chrome, IE9) it didn't trip the popup blocker anymore. widget-overflow-hidden.patch Our CustomerUser widget showed a horizontal scrollbar for about three pixels and it didn't seem to impact our set up anywhere else, so I turned it off. I realize this may have been a conscious decision to accommodate some configurations but it worked better for us this way. ldap-split-on-whitespace.patch We are using Kernel::System::CustomerUser::LDAP for our CustomerUser module and I found it was not splitting up the search string as I would expect. I added whitespace to the split since that seemed to me to be the intent given what it was already splitting on. Thanks! Everybody here is glowing about the new (to them) version. We appreciate all the hard work! -Jeff ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn Schalten Sie hoch! Der Turbo für Ihr OTRS - Exklusive Feature Add-Ons: http://www.otrs.com/de/solutions/subscriptions/feature-add-ons/ ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Convert a SQL script to SOPM DatabaseInstall
Hi Juan, you can find some information about the XML code to be used at http://doc.otrs.org/developer/3.0/en/html/hacking.html#id676924. Best regards, mg Am 18.01.12 10:26, schrieb Juan Manuel Clavero Almirón: Hi, I'm developing an OTRS Module which creates a database table and modifies some others (a custom statistics module, just adding some control information and data so I don't have to redo every calculation). I've developed it in my DEVELOPMENT environment and now I want to make a package to test install it in my PREPRODUCTION environment. And now I face the challenge of converting my SQL script to XML and insert into my SOPM file. Anyone has a custom tool or script that makes this conversion? If not, is there any Backus-Naur style notation for the grammar needed in the SOPM file? *Juan Clavero Almirón* *Gestiò d'Identitats, Firma i Custòdia* *Oficina de Tecnologies, Informació i Comunicacions (OTIC)* *Servei de Salut de les Illes Balears* * * *C/ de les Escoles, s/n - **07181 Bendinat - Mallorca*** *Telf. +34 971.42.65.30* ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann (Vorsitzender), Christopher Kuhn Schalten Sie hoch! Der Turbo für Ihr OTRS - Exklusive Feature Add-Ons: http://www.otrs.com/de/solutions/subscriptions/feature-add-ons/ ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] CVE-2011-0456
Hi Christian, there was an advisory for another security issue which was fixed in OTRS 2.3.5, but also 2.1.9 and 2.2.9: http://otrs.org/advisory/OSA-2010-01-en/ Unfortunately, this advisory does not cover the issue described in the CVE you referenced. However, this issue is related to scripts/webform.pl, an example file which is not used by default in OTRS, and therefore not directly vulnerable from outside. For this file, the issue was also fixed in 2.3.5. As this is just plain perl example code and not related to the rest of the OTRS code, you can just exchange this file from a newer version of OTRS, like this version: http://source.otrs.org/viewvc.cgi/otrs/scripts/webform.pl?view=copathrev=rel-3_0 http://source.otrs.org/viewvc.cgi/otrs/scripts/webform.pl?view=copathrev=rel-3_0 With best regards, mg Am 25.03.11 16:16, schrieb Christian: Hi, about this issue: http://cve.mitre.org/cgi-bin/cvename.cgi?name=CVE-2011-0456 will there be a patch for the OTRS: 2.2 branch ? Thanks for info Cheers -- Martin Gruner Senior Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann Steigern Sie Ihre Effizienz um 30% - mit OTRS Help Desk 3.0: http://www.otrs.com/ ___ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Upgrade from 3.0Beta1 to 3.0BetaX
Hi Thomas, the UPRADING file mentions that you should run otrs.RebuildConfig.pl. This will regenerate the configuration cache. Please do that also between beta releases. It also has to be done if you use CVS and you receive updates to files in Kernel/Config/Files. Regards, mg Am 15.09.10 21:42, schrieb Thomas Kaltenbrunner: Hello, after upgrading to the last Beta Version I run into some trouble. I got an error message that Core.UI.Dialog was not found. I digged around and found out that it was because of the wrong order of loading the javascript classes. Yes, I digged on and found the file Framework.xml where a list of javascript files is defined, which are loaded every time. But the order did not match the order which I could see in the source code returned by index.pl. The next I found was the ZZZAAuto.pl with the list of files in the wrong order and the comment Auto generated. There it is. I renamed the file and tried it again. Ans success the error message disappeared. Don't know, it it is already documented, so I post this little description for everyone else how did not found it until now ;-) Mit freundlichen Grüßen Thomas Kaltenbrunner - OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev -- Martin Gruner Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann OTRS mobilisiert Ihren Help Desk. Die OTRS iPhone App zum freien Download: http://www.otrs.com/de/produkte/iphone-app/ - OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] Need a little help for dev start
Hi Thomas, please see the HTML developer manual on doc.otrs.org (this also has infos about package building) and the API reference on dev.otrs.org. This should definitely be implemented as a package, without changing any of the core OTRS files. Good luck! :D mg Am 18.08.10 16:35, schrieb Thomas Kaltenbrunner: Hello, before I get lost in the source, it would help if I could get some basic infos. Can somebody give me a very short intro to the architecture of otrs 3? I want to add a new ticket function - something like Send summary of ticket. Can/Should this be implemented as a package? Is there somewhere a discription how to create a package? Thanks Thomas Kaltenbrunner -- Martin Gruner Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann NEU: OTRS::ITSM 2.0 - jetzt mit dem brandneuen Change Management Modul. -Die erste ITIL® V3 kompatible und nach PinkVERIFY zertifizierte Open Source IT Service Management (ITSM) Lösung weltweit! - OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
Re: [dev] life period of a user session
Hi Marco, there are two session control variables, SessionMaxTime and SessionMaxIdleTime. The first one is probably what you're looking for, you can change that in the AdminSysConfig. HTH, Regards, mg Am 14.07.10 09:06, schrieb marko.bert...@alice.it: Hi, I want to know what is the max period of life of an agent/customer 's session logged to OTRS? It's possible to change this time??! where?! Thank'you and sorry for my BAD english but I'm italian! marco -Messaggio originale- Da: dev-boun...@otrs.org per conto di Martin Gruner Inviato: mar 13/07/2010 16.56 A: dev@otrs.org Oggetto: [dev] rel-2_5 is dead Hi all, just FYI: the 2.5 branch in CVS is dead. Backports of Bugfixes in CVS head do not have to be included in this branch any more. Best regards, - OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ -- Martin Gruner Developer RD OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann NEU: OTRS::ITSM 2.0 - jetzt mit dem brandneuen Change Management Modul. -Die erste ITIL® V3 kompatible und nach PinkVERIFY zertifizierte Open Source IT Service Management (ITSM) Lösung weltweit! - OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[dev] Quoting of data in HTML
Hi all,
all of you who are working on DTL files know that we have $Data, $QData
(HTML quoting) and $LQData (URL parameter encoding) to output data in
DTLs dynamically.
When deciding which one to use, please from now *always* use $QData (in
HTML context) or $LQData (in URLs). Even if you just output a simple
$QData{TicketID}. *Only* use $Data if you have to output HTML data,
like a select box that was generated by the perl code.
The benefit is that the DTL files become more readable, because you can
see what the nature of a certain parameter is. The main reason is that
$Data potentially causes security problems, and we therefore must limit
its use as much as we can.
To sum up: *don't use $Data unless you have to*! This applies to all
areas of development at OTRS, not just the framework itself.
Regards,
--
Martin Gruner
Developer RD
OTRS AG
Europaring 4
94315 Straubing
T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I: www.otrs.com/
Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.:
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
NEU: OTRS::ITSM 2.0 - jetzt mit dem brandneuen Change Management Modul. -Die
erste ITIL® V3 kompatible
und nach PinkVERIFY zertifizierte Open Source IT Service Management (ITSM)
Lösung weltweit!
-
OTRS mailing list: dev - Webpage: http://otrs.org/
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