[dev] problem with AgentTicketEmail.pm
Hello,
I’m having a weird problem with AgentTicketEmail.pm: I realized that it didn’t
work, because it didn’t create any ticket nor article, but it wouldn’t show any
error message (it was not a pop-up problem, it didn’t work even on a
non-blocker browser).
I installed OTRS 3.0.10 and ITSM 3.0.5; File version is AgentTicketEmail.pm,v
1.30 2011/06/08
I started debugging it (print style) and realized that the contents of error
hash in line 830 are:
error = {ExpandCustomerName = 1}
which I suppose is a problem finding the Customer User
I’m using LDAP authentication for customers and agents and its working OK. It
find the Customer in the AgentTicketEmail window (it does this active search,
narrowing while I write, and in the end it gets the correct user). I fill all
the fields and when I click on ‘Send’ it returns to the same window with no
further message
In my test environment, I’ve commented the line that says “return output;” and
it works fine, it inserts the ticket and its article with the correct Customer.
I’ve been able to work on it, doing moves, priority changes, notes and so on.
But it’s not a change that I’d like to do on a production system.
Can anyone help me with this problem?
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
[dev] translating FAQ on new note
Hello, I’ve been customizing the translation to our business need, using lang_Custom We use the FAQ module and the words Symptom, Problem and Solution are correctly translated, and they show in our language in the screen. But, when I click the “Insert Text|Link|Both” button, the inserted text in the free text textarea includes this words in English Is there a simple way of getting this? 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
[dev] Convert a SQL script to SOPM DatabaseInstall
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
Re: [dev] Language Code and ISO 639
Hey, thanks! I didn't saw the change in 3.1. I'm afraid we have some development done in 3.0 and we still have to study the upgrade requirements, but I've upgraded 'ca' language files and Framework-Core-DefaultLanguages in DEV environment and it solved our problems. And about the translation, I will gladly work on it and I'll try to do my best, although I myself am more a catalan listener than a speaker. Juan Clavero Almirón -Mensaje original- Date: Tue, 28 Feb 2012 14:37:18 +0100 From: Michiel Beijen michiel.bei...@otrs.com Subject: Re: [dev] Language Code and ISO 639 To: Development community of OTRS dev@otrs.org Message-ID: CABD0r10Jn-av+MB1ZHXMBGDjk=_zwcjmxvjceq8jfgmanim...@mail.gmail.com Content-Type: text/plain; charset=UTF-8 Hi, We actually do follow ISO 639-1, otherwise also the language auto-detection feature does not work. And yes indeed, for Catalan we picked the wrong code (or rather, the person submitting the original Catalan translation picked the wrong code and we failed to notice this when we added the translation). We already corrected this, see http://source.otrs.org/viewvc.cgi/otrs/Kernel/Language/ca.pm?view=log so if you would run OTRS 3.1 you'll no longer have the issue. By the way, since you obviously have interest in running OTRS in Catalan, would you be able to provide updated translation files for OTRS 3.0 or 3.1? Right now the last update was from 2.3. Thanks! -- Mike 2012/2/28 Juan Manuel Clavero Almir?n juanm.clav...@ibsalut.es: Hello, Some weeks ago, a customer complained that OTRS rich text editor didn?t work, it didn?t load. I realized that it happened to all the user with catalan as their language. I decided to remove the language while I studied what was happening. I found a bug which was, more or less, what was happening to us: http://bugs.otrs.org/show_bug.cgi?id=8024 Doing some tests (), I realized that CKEditor didn?t load with some UserLanguage. Comparing CKEditr and OTRS lang dirs, I realized that it failed when the language name was different between OTRS and CKEditor. In our case, catalan was ?ca? in CKEditor but ?ct? in OTRS. I discovered, googling for language codes, the standard ISO 639, a standardized nomenclature used to classify all known languages. CKEditor was following this code, but OTRS not. So, here?s my question: Is OTRS following any language code? If not, why it is not following ISO 639? Juan Clavero Almir?n ___ 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 mailing list dev@otrs.org 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
[dev] Migrating free text 3.0 to dynamic fields 3.1
Hi all, although OTRS 3.1 has been out for some time, I’ve started looking into it this week, in order to safe upgrade our systems. Currently, we are using 2 freetext fields to store the current location of the customer: one for the building and the other for the location inside this building. Our buildings have names in our local language and there’s no point in translating them. I’ve seen there is the script scripts/DBUpdate-to-3.1.pl, which moves the freetext stored in ticket table to dynamic field values. But it seems to me that it will only move the free text fields that OTRS uses (i.e. Decision Result and Due Date). Am I right? If so, Would it be difficult to grab the free text config in 3.0 and insert into dynamic fields in 3.1? Kind regards, Juan Clavero Almirón ___ 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] Migrating free text 3.0 to dynamic fields 3.1
Hi all, I'm afraid I asked after reading the code, but before really trying it. My first attempt was on a freshly installed test-environment OTRS-3.1.5. I dumped my dev-OTRS-3.0 ticket data in this 3.1-dev and THEN made the upgrade as explained in UPGRADING, step 8. And it didn't go well, of course. Now I've duplicated my dev-OTRS-3.0 and upgraded it to OTRS-3.1.5, as explained, and it worked seamlessly: all my freetext are there, even the 200 options of one of them, and they are visible in the same windows as they were before. So, here's an apology for asking beforehand and a gratitude to all OTRS developers for such a well-done task Juan Clavero -- | | Date: Thu, 17 May 2012 07:41:49 -0500 | From: Carlos Rodr?guez carlos.rodrig...@otrs.com | Subject: Re: [dev] Migrating free text 3.0 to dynamic fields 3.1 | To: Development community of OTRS dev@otrs.org | Message-ID: 5d57f2c4-25ca-4fb6-a68e-5c448e6e7...@otrs.com | Content-Type: text/plain; charset=windows-1252 | | Hi Juan Manuel, | | The DBUpdate-to-3.1.pl script is designed to take ALL the free fields from ticket and article and transform them into Dynamic Fields, so if the fields you have for Building and Location are standard otrs free fields (e.g. TicketFreeText2, TicketFreeText15, etc) they will be converted (including their values)... That's the main idea of this script ;-) | | If the fields are not standard otrs free fields (I mean if you have customized the screens and add columns to the database to have something like TicketFreeText17 or TicketFreeText32) for sure the script will not migrate this kind of customizations. | | Please notice that the configuration of the Dynamic Fields is different from the Free Fields, while the screen configuration (to display or hide Dynamic Fields per screen) is still in the sysconfig (and should be also migrated with the script), the Dynamic Field configuration is in a separated screen in the Admin Panel, with this new screen you can manage your fields, you can add or edit fields. | | If your fields are defined as dropdown (a list of predefined values) you can choose in the field configuration if you want to translate the values or not, otherwise if the fields are defined just as input boxes (Dynamic Field type: Text) the values are not translated. | | Also notice that if the script detects that an old free field is not in use it will mark it as disabled Dynamic Field, but the rest of migration process will be the same. | | I hope this clarify your questions. | | While we have been testing the upgrade process and the particularly the script , I still recommend to backup the database before the upgrade and/or first migrate a test system before touching the production instance. | | ((enjoy)) | | Carlos Rodr?guez | | | | | On May 17, 2012, at 3:19 AM, Juan Manuel Clavero Almir?n wrote: | | Hi all, | although OTRS 3.1 has been out for some time, I?ve started looking into it this week, in order to safe upgrade our systems. | Currently, we are using 2 freetext fields to store the current location of the customer: one for the building and the other for the location inside this building. Our buildings have names in our local language and there?s no point in translating them. | I?ve seen there is the script scripts/DBUpdate-to-3.1.pl, which moves the freetext stored in ticket table to dynamic field values. But it seems to me that it will only move the free text fields that OTRS uses (i.e. Decision Result and Due Date). | Am I right? | If so, Would it be difficult to grab the free text config in 3.0 and insert into dynamic fields in 3.1? | | Kind regards, | Juan Clavero Almir?n | | ___ | 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
[dev] encoding problem retreving from DB
Hi all,
In our OTRS-3.0 system, the bosses wanted some extra states, so they entered
them through the SysAdmin interface… in Spanish, with special characters. Then
they asked me to made a modification in AgentTicketZoom that it would show a
special box if the state was a specific one, something like an alert. I added
these lines to the module and it worked ok:
$SpecialState = $Self-{StateObject}-StateLookup(
State = 'pendiente de aprobación',
);
The file was in UTF-8 without BOM encoding .
Now I’m testing to upgrade the system to OTRS-3.1.5 and I’ve found that the
same line fails in the new system:
[Error][Kernel::System::State::StateLookup][585] No State for
pendiente de aprobación found!
It’s obviously an encoding problem.
And it works if a change AgentTicketZoom.pm encoding to ANSI!
Where may be the problem? I think the DB is working in UTF-8
Kind regards,
Juan Clavero Almirón
___
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] UTF8 characters in Article Body in TicketGet Response
Hi all, I’m learning how to use Web Services in OTRS. One function that we may need is Get ticket info WITH all articles. So I’ve managed to create a new web service with Ticket::TicketGet controller. I’ve succesfully got basic ticket data (queue, type and such). But, when I add “AllArticles1/AllArticles” to the request, I get the following error: not well-formed (invalid token) at line 1, column 2328, byte 2328 at C:/strawberry/perl/vendor/lib/XML/Parser.pm line 187 because there are some accented characters in the body of one of the articles. Both xml request and response start with ?xml version=1.0 encoding=UTF-8? I’ve made a small change in Kernel/GenericInterface/Operation/Ticket/TicketGet.pm to encode in base64 article subject and body, because they may be written in spanish. Isn’t OTRS working in utf8? Shouldn’t the body and subject already be in utf8? 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
[dev] next ticket button in AgentTicketZoom
Hello, We are thinking of adding “next”|“back” buttons in AgentTicketZoom that would go to the next|previous ticket in the last search of the Agent, if the current ticket appears in that search. Has anyone tried something similar? Anyone has any suggestion as to how to proceed? 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
[dev] small typo in documentation
Hi all, I've found a small error in admin documentation. I tried to correct in the csv, but I didn't remember I was using anon access. So what should I do: report it here? report it as a bug? publish the diff? 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
[dev] Unicode sorting
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
___
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] Unicode sorting
in perlop documentation (http://perldoc.perl.org/perlop.html):
Binary cmp returns -1, 0, or 1 depending on whether the left argument
is stringwise less than, equal to, or greater than the right argument.
lt, le, ge, gt and cmp use the collation (sort) order
specified by the current locale if a legacy use locale (but not use locale
':not_characters' ) is in effect. See perllocale. Do not mix these with
Unicode, only with legacy binary encodings. The standard Unicode::Collate and
Unicode::Collate::Locale modules offer much more powerful solutions to
collation issues.
What I understand from here is that if it finds a use locale, it will try and
sort binary strings with the locale indicated. Otherwise, it will use a default
locale. But it won't do Unicode sorting. For unicode sorting, you need
Unicode::Collate.
Our main concern was that default sorting would separate accented letters
(e.g., 'a' and 'á', 'u' and 'ü', etc.) which is really confusing for our users,
although our system's locale is 'es_ES.UTF-8' in every line of 'locale' output.
Kind regards,
Juan Clavero
-Mensaje original-
Date: Mon, 05 Nov 2012 15:03:30 +0100
From: Martin Gruner martin.gru...@otrs.com
Subject: Re: [dev] Unicode sorting
To: Development community of OTRS dev@otrs.org
Message-ID: 5097c732.2040...@otrs.com
Content-Type: text/plain; charset=windows-1252
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 Almir?n:
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
___
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/
Gesch?ftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.:
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: Andr? 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:
[dev] QueuePreferences
Hi all,
We want to add custom information about queues and I am testing to add it as
Queue Preferences. I am using OTRS 3.1.8
I’ve done a silly script that adds a UserComment to a Queue (as in the API) and
then retrieves this UserComment, as follows:
$CommonObject{QueueObject}-QueuePreferencesSet(
QueueID = 2,
Key = 'UserComment',
Value = 'some comment',
UserID = $UserIDOfGenericAgent,
);
my %QueueData = $CommonObject{QueueObject}-QueueGet(
ID= 2,
);
print Dumper(%QueueData);
But the QueueData that I get doesn't have the UserComment. I've checked that
the UserComment is in QueuePreferences table.
So I've gone to Kernel/System/Queue/PreferencesDB.pm and seen that sub
QueuePreferencesGet returns in check if queue preferences are available. And
it's right, I've seen in Sysadmin that my only entry as QueuePreferences is
Ticket - Frontend::Queue::Preferences - QueuePreferences###Comment2, which is
not enabled.
So I enable this QueuePreferences###Comment2 and now I get the UserComment in
QueueData!
Now, my question: What's the point of QueuePreferences Config if it doesn't
have any relationship with the actual Queue Preferences that I added? I mean, I
can bypass the Config check, but I want to understand why it's there...
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
Re: [dev] Info in Dashboard
Hi Rocco, I remember a package called something like My Tickets that added a dashboard module with exactly that, your tickets... but seems opar.perl-services.de is down, so I can't search it now... maybe if you try later... Kind regards, Juan Clavero -Mensaje original- Date: Thu, 29 Nov 2012 17:18:13 +0100 From: Rocco Tocci rocco.to...@tbsit.com Subject: [dev] Info in Dashboard To: Development community of OTRS dev@otrs.org Message-ID: 50b78ac5.9030...@tbsit.com Content-Type: text/plain; charset=iso-8859-15; Format=flowed Hi guys, do you know if there are parameters in sysconfig to display on the dashboard, for each list (pending, scaled, new, open), only the *ticket assigned to me* and not the ones in *my queues* and the *Total Tickets* Thanks Rocco ___ 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] AgentTicketPrint to send an email
Hi all, We want to send an email when there is an update in Dynamic Field called External. This email should have as much info as possible. I've succesfully created an event listener that gets called upon TicketDynamicFieldUpdate_External. I was thinking that a perfect body for this email would be the output of AgentTicketPrint, but: 1. Default system print is to PDF, and there seems to be no param to modifi AgentTicketPrint to output HTML; 2. As my module is an event listener, it seems it doesn't receive the LayoutObject and cannot create a new one, so I cannot use AgentTicketPrint.dtl nor any other Layout functionality. Anyone has any clue as to how I could create a perfect email body using already existing OTRS modules? Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL] connected to an Active Directory for Agents and Customers. ___ 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] perldoc MasterSlave
Hi all, Perldoc of Kernel/System/MasterSlave.pm states: Kernel::System::MasterSlave - to handle all ticket master slave tasks ... SYNOPSIS All functions to handle ticket master slave tasks ... PUBLIC INTERFACE new() create an object use Kernel::System::LinkObject; my $LinkObject = Kernel::System::LinkObject-new( ConfigObject = $ConfigObject, LogObject= $LogObject, DBObject = $DBObject, TimeObject = $TimeObject, MainObject = $MainObject, EncodeObject = $EncodeObject, ); Is it a typo or do I really need to create a LinkObject in order to use MasterSlave functionality? Should I do $LinkObject-MasterSlave() or MasterSlaveObject-MasterSlave()? Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an Active Directory for Agents and Customers. ___ 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] Full name of agents
Hi all,
In several countries in the world (among them, Spain), people have a first name
(simple or compound) and _two_ family names (one for each parent)... there are
all sort of variations according to family tradition and nobility, and lately
due to different forms of family.
Now I've been asked to customize OTRS agents to the spanish way: ldap stores
the information and I can retrieve and store it: firstname and lastname in it
usual place (DB-users) and second lastname and any variation as user
preference (DB-user_preferences).
My problem is how to show it: UserObject-Username is easy to modify, but is
almost never used... and there are too many different places where it's shown
using $QData{UserFirstname} $QData{UserLastname}
Anybody has done something similar?
Kind regards,
Juan Clavero
OTRS 3.1 on CentOSLinux [Apache and MySQL ]
connected to an Active Directory for Agents and Customers.
___
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] Article Storage collisions
Hi all,
I've found a collision problem in the ArticleStorageInit sub of
Kernel::System::Ticket::ArticleStorageFS due to an improper creation of
$PermissionCheckDirectory.
I'm on OTRS 3.1.8 (I know, I should upgrade, we're working on that)
First, the log message (which I think should be error level, not notice). I
have logs since october 2012 and I've found :
[Thu Jan 14 20:21:53
2016][Notice][Kernel::System::Ticket::ArticleStorageFS::ArticleStorageInit]
Can't create /opt/otrs/var/article/check_permissions_14423: File exists
Second, the relevant section of the code
(Kernel::System::Ticket::ArticleStorageFS, Revision: 1.79.2.2) :
44 my ( $Seconds, $Microseconds ) = Time::HiRes::gettimeofday();
45 my $PermissionCheckDirectory
46 = "check_permissions_${$}_" . ( int rand 1_000_000_000 ) .
"_${Seconds}_${Microseconds}";
47 my $Path = "$Self->{ArticleDataDir}/$Self->{ArticleContentPath}/" .
$PermissionCheckDirectory;
48 if ( File::Path::mkpath( $Path, 0, 0770 ) ) {## no critic
49 rmdir $Path;
50 }
51 else {
52 my $Error = $!;
53 $Kernel::OM->Get('Kernel::System::Log')->Log(
54 Priority => 'notice',
55 Message => "Can't create $Path: $Error, try:
\$OTRS_HOME/bin/otrs.SetPermissions.pl!",
56 );
57 die "Can't create $Path: $Error, try:
\$OTRS_HOME/bin/otrs.SetPermissions.pl!";
58 }
I've check the code and it's the same in the new versions, so no related bug
has been found.
And the funny thing, if you compare the logs with the string declaration, the
Path in the log only has one underscore '_', when the declaration has four of
them!
Does anyone know what could make this declaration stop just after the PID?
Atentamente,
Juan Clavero
___
Oficina de Tecnologies de la Informació i Comunicació
IB-SALUT
Telf. 971 426 530 ext. 3127
___
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] Article Storage collisions
Hi all,
I'm sorry, I wanted to say that since octobre 2012 I've found like 4_500 events
Atentamente,
Juan Clavero
___
Oficina de Tecnologies de la Informació i Comunicació
IB-SALUT
Telf. 971 426 530 ext. 3127
De: Juan Manuel Clavero Almirón
Enviado el: viernes, 15 de enero de 2016 8:50
Para: dev@otrs.org
Asunto: Article Storage collisions
Hi all,
I've found a collision problem in the ArticleStorageInit sub of
Kernel::System::Ticket::ArticleStorageFS due to an improper creation of
$PermissionCheckDirectory.
I'm on OTRS 3.1.8 (I know, I should upgrade, we're working on that)
First, the log message (which I think should be error level, not notice). I
have logs since october 2012 and I've found :
[Thu Jan 14 20:21:53
2016][Notice][Kernel::System::Ticket::ArticleStorageFS::ArticleStorageInit]
Can't create /opt/otrs/var/article/check_permissions_14423: File exists
Second, the relevant section of the code
(Kernel::System::Ticket::ArticleStorageFS, Revision: 1.79.2.2) :
44 my ( $Seconds, $Microseconds ) = Time::HiRes::gettimeofday();
45 my $PermissionCheckDirectory
46 = "check_permissions_${$}_" . ( int rand 1_000_000_000 ) .
"_${Seconds}_${Microseconds}";
47 my $Path = "$Self->{ArticleDataDir}/$Self->{ArticleContentPath}/" .
$PermissionCheckDirectory;
48 if ( File::Path::mkpath( $Path, 0, 0770 ) ) {## no critic
49 rmdir $Path;
50 }
51 else {
52 my $Error = $!;
53 $Kernel::OM->Get('Kernel::System::Log')->Log(
54 Priority => 'notice',
55 Message => "Can't create $Path: $Error, try:
\$OTRS_HOME/bin/otrs.SetPermissions.pl!",
56 );
57 die "Can't create $Path: $Error, try:
\$OTRS_HOME/bin/otrs.SetPermissions.pl!";
58 }
I've check the code and it's the same in the new versions, so no related bug
has been found.
And the funny thing, if you compare the logs with the string declaration, the
Path in the log only has one underscore '_', when the declaration has four of
them!
Does anyone know what could make this declaration stop just after the PID?
Atentamente,
Juan Clavero
___
Oficina de Tecnologies de la Informació i Comunicació
IB-SALUT
Telf. 971 426 530 ext. 3127
___
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] Linking expansion modules
Hi all, I'm about to engage in the custom-code migration from OTRS 3.1 to OTRS 5. I've been reading the developers manual and I'm intrigued by the module-tools/link.pl script. As I understand it, its purpose is to replace the Kernel modules by the custom ones. Is it so? If this is correct, then I do not need to link if I'm using the Custom folder, right? Or is the Custom folder no longer supported in OTRS 5? I haven't found any reference in the manual. 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
[dev] weird problem with INC in GenericInterface modules
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
