[dev] Secure SMTP mailer backend
Good afternoon, My name is Michiel Beijen and I am a software consultant from The Netherlands. I have been working with service management software since 2002 now. I used to work at a company that sold pretty expensive enterprise-class service management software, BMC Remedy ITSM, as an implementation consultant. Since about a year now I'm a freelance consultant. My field is business information management, which covers subjects such as change management, demand management, requirements specification, but also testing and training. I also do (ITIL based) process management, -implementation and -optimization at customers. In my opinion that OTRS is quite a powerful tool which already has a lot of the capabilities the commercial tool which I used to work with before had. Out of curiosity, and also because I think OTRS has great potential and I may be able to implement it at some customer in the future, I am now toying around with OTRS for quite some time, and answering questions on the mailing list here and there. I have created a new mail backend for OTRS to be able to communicate to servers that only allow 'Secure' SMTP; that is, SMTP servers that only allow SSL or TLS connections. An example of such a server is the server for Google Apps users, smtp.google.com. I use Google Apps for Domains for the email of my company. In bugzilla there are a couple of bugs that seem to be related to the lack of support for 'secure SMTP': 3041, 3363, 3394 and 3612. The implementation is pretty straight forward. It uses the perl module Net::SMTP::SSL which is just a CPAN module. The module has the exact same implementation as Net::SMTP; so I found out I only had to copy and rename the Kernel/System/Email/SMTP.pm file and modify it a little bit to get it working. I have tested it and for me, it works. I have included the new file, and also patches to Framework.xml with slightly better wording (English only!) and I've updated otrs.checkModules to also search for Net::SMTP::SSL and Authen::SASL which are both needed to talk to SMTP hosts such as smtp.google.com I'm not a Perl wizard like you guys are, I'm not that technical - usually I would be the person communicating between the users and the developers. That's why I do not have an idea what should go in the $Id: tag in the document. Can you look at that? And also, can you please look at my modifications and consider them for inclusion? I have also created an enhancement request, bug 3630 in Bugzilla, for this issue with the files attached. I would love to hear any comments, thoughts or other remarks on this small patch, either via this list or offline, my contact details are below. In the future I might submit some more work. As I said, since I'm not a developer, these will more likely be updates and enhancements to the documentation or things like that. I already noticed the documentation is published on CVS. Should I send updates to the CVS documentation to this list? Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl ### Eclipse Workspace Patch 1.0 #P otrs Index: Kernel/Config/Files/Framework.xml === RCS file: /home/cvs/otrs/Kernel/Config/Files/Framework.xml,v retrieving revision 1.193 diff -u -r1.193 Framework.xml --- Kernel/Config/Files/Framework.xml 13 Jan 2009 12:02:42 - 1.193 +++ Kernel/Config/Files/Framework.xml 2 Feb 2009 13:03:38 - @@ -409,7 +409,7 @@ /Setting /ConfigItem ConfigItem Name=SendmailModule Required=1 Valid=1 -Description Lang=enModule to send emails. Sendmail directly uses the sendmail binary of your operating system. SMTP uses a specified (external) mailserver. DoNotSendEmail is not sending emails and useful for test systems./Description +Description Lang=enModule to send emails. Sendmail directly uses the sendmail binary of your operating system. SMTP uses a specified (external) mailserver. SecureSMTP uses SSL or TLS encryption to connect to your external mailserver, which is required by some servers. DoNotSendEmail is not sending emails and useful for test systems./Description Description Lang=deModul zum Versenden von Emails. Sendmail verwendet das sendmail-Binary Ihres Betriebssystems. SMTP versendet die Nachrichten ber einen externen Mailserver. DoNotSendEmail versendet keine Email und ist ntzlich um in Test-System den Emailversans zu deaktivieren./Description GroupFramework/Group SubGroupCore::Sendmail/SubGroup @@ -427,7 +427,7 @@ /Setting /ConfigItem ConfigItem Name=SendmailModule::Host Required=1 Valid=1 -Description Lang=enIf SMTP was selected for SendmailModule you have to specify the mailhost that sends out the mails./Description +Description Lang=enIf you selected SMTP or SecureSMTP as SendmailModule, you have to specify the mailhost that sends out the mails./Description
[dev] Editing the documentation
I'd like to amend the otrs documentation here and there. I know it is stored in XML files on the cvs server. Are there any tools that can be used to edit these files? Or is it just vi? Also, what would be the best method to submit the enhancements? Should I attach them to enhancement bugs in bugzilla? Kindest regards, -- Michiel Beijen Software Consultant +31 6 457 42 418 Bee Free IT + http://beefreeit.nl - 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/
Re: [dev] Development Activity?
Hi Beckman, many thanks for your interest in the OTRS.org project. If you'd like to monitor the progress of the OTRS sources, I can advise you to subscribe to the CVS mailing lists: http://lists.otrs.org/cgi-bin/listinfo/cvs-log You could also subscribe to an RSS feed of this list, for instance through Gmane: http://rss.gmane.org/messages/complete/gmane.comp.otrs.cvs Here you will see all submits done to the CVS source code. I second Andrés suggestion of using the Bugzilla to provide patches. You could also use the dev@ mailing list to discuss issues, or maybe use the #otrs channel if you're an IRC guy. Some of the OTRS developers, and other knowledgeable people, frequent the channel.(http://otrs.org/news/2009/otrs_on_irc/) I'll look into your suggestion of also searching closed tickets in the bugzilla by default, thanks for that. Looking forward to see your contributions! -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! On Tue, 2009-10-27 at 11:34 -0400, Peter Beckman wrote: One suggestion -- In the search box on bugs.otrs.org, under Enter a bug # or some search terms: I searched StateDefault before submitting what turned out to be a duplicate bug (4456 duplicate of 4433). Because the default search only searches Open, Assigned or Reopened bugs, the duplicate I would have found (and saved some effort on behalf of the developers) did not show up at all, because it was Resolved. May I make the suggestion that the default search on the main bugs page include ALL Statuses, or at least a checkbox to include all statuses? Since the project has a fairly low volume of tickets, including all statuses shouldn't be too much of a load on the system, and would avoid my mistake of not doing an advanced search. Beckman --- Peter Beckman Internet Guy beck...@angryox.com http://www.angryox.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - 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/
Re: [dev] new here - two questions
Beste Danny, First of all, welcome to the OTRS community! About the dashboard question, if you'd modify the AgentTicketDashboardGeneric.dtl file in otrs/Kernel/Output/HTML/Standard to look like this (around line 50:) td$QData{Queue}/td td width=60% div title=$QData{Title}$QData{Title,70}/div /td . then you'd be good, and it is supposed not to be overwritten. What file did you modify before? For the second topic, I guess you are referring to something that we call the 'QueueView' in OTRS. By default, the QueueView only lists tickets where you'd need to work on, and where you'd have 'rw' permissions on. Tickets with just read access, can be searched, and are displayed in the StatusView if you have enabled that, for instance. There is a SysConfig option to change the behaviour of the queue view, if you'd want that: Frontend::Agent::Ticket::ViewQueue -- ViewAllPossibleTickets. Met vriendelijke groet, -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! On Wed, 2009-11-11 at 16:03 +0100, Dorp, Danny van wrote: Dear OTRS dev members. I am new here and not yet sure what to expect of it. My company is using OTRS for almost 3 years now and we think it is great. I am the main application manager and I tried to make some modifications to the webpage that displays the dashboard but all modifications I made were, after a few minutes, overwriten with the defaults again. What makes this happen? My modification, or at least attempt, was to show queue names in the escalated ticket section so people could see which ticket belonged to what queue that was escalated. We have agents that are in the same group but not responsible for the same queues in that group so it would be nice if they could see, in the dashboard, that they have escalated tickets without the need of going through their queues. We are working for 1800+ users with 5 corporate support agents so everything that helps in speeding up the process in handling escalated tickets is welcome J Is this a feature that might be implemented in new versions by the way? That would be great. And is anyone familiar with the fact that when you give somebody read only rights and rights to create tickets but no full access rights they can create tickets but after that do not see it in the queue? Actually, they don’t see anything in OTRS, not even the queues.? This could also be a support question of course but I expect it to also being a dev question. If I am wrong please let me know. Thanks. Met vriendelijke groet / Best regards, Danny van Dorp Webmaster and ICT Officer Applications SNV Netherlands Development Organisation Dr. Kuyperstraat 5 2514 BA The Hague Tel: +31 (0)70 344 02 57 Fax: +31 (0)70 385 55 31 Email ICT: icthelpd...@snvworld.org Email personal and MSN: dvand...@snvworld.org DISCLAIMER This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of SNV. SNV accepts no liability for any damage caused by any virus transmitted by this email. - 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/ - 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/
Re: [dev] External DB
pol_p...@ieci.es wrote: Have someone an example of a view form extracting data from an external DB? It is possible in OTRS? The way, it's to create a DB-link between mysql DB an the external DB? Hi Pol, For customers and customer_companies OTRS is able to do it by default. You can just set thus up in Config.pm; please look at: http://doc.otrs.org/2.4/en/html/x1796.html If you'd like to extract data on another level, you might get away by installing the import-export package, depending on your needs and what you'd like to achieve. Can you describe what kind of integration you're looking for? -- ((enjoy)) - Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! http://bit.ly/1rbdkT - 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/
Re: [dev] OTRS 2.45 apache::dbi issue, mod_perl issue and zzzauto.pm issue
Hi Danny, I guess in fact this is more a system setup-type question, so the best place for this will be the otrs@ list, and not the developers-list. But anyway: * Apache::DBI will only work if you have mod_perl running... it's inside an IfModule mod_perl.c block in the apache config file. * mod_perl with StrawberryPerl does not work; this is a known issue, see http://bugs.otrs.org/show_bug.cgi?id=4270 I hope this helps... -- ((enjoy)) - Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! http://bit.ly/1rbdkT Dorp, Danny van wrote: Hello, I use Windows 2003 server SP2 and the OTRS windows installer otrs-2.4.5-win-installer-2.1.1 When upgrading from 2.43 last weekend I had quite some trouble. First issue was that my zzzauto.pm was no longer compatible. When I put it in the correct folder otrs stopped working. So I replaced it with the zzzauto.pm that was delivered with 2.45 and manually had to copy all settings from my own zzzauto.pm file. Second issue is that I cannot get the apache::DBI working: use Apache::DBI (); Apache::DBI-connect_on_init('DBI:mysql:otrs', 'otrs', 'some-pass'); use DBI (); # enable this if you use mysql use DBD::mysql (); use Kernel::System::DB::mysql; But when I check it in the support assessment it is not enabled. Third issue is the mod_perl that cannot start (apache does not start when enabling it) # load mod_perl LoadFile 'C:/OTRS/StrawberryPerl/perl/bin/perl510.dll' #LoadModule perl_module modules/mod_perl.so And most likely reason is that mod_perl.so is not available in the installation. Is there a new way of enabling these instances that I don't know of? Met vriendelijke groet / Best regards, Danny van Dorp Webmaster and ICT Officer Applications SNV Netherlands Development Organisation Dr. Kuyperstraat 5 2514 BA The Hague Tel: +31 (0)70 344 02 57 Fax: +31 (0)70 385 55 31 Email ICT: icthelpd...@snvworld.org Email personal and MSN: dvand...@snvworld.org DISCLAIMER This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Any views or opinions presented in this email are solely those of the author and do not necessarily represent those of SNV. SNV accepts no liability for any damage caused by any virus transmitted by this email. - 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/ - 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/
Re: [dev] Quick ticket search area?
Hi Peter, Sure it would! There's a similar option in SysConfig that enables a full-text search: Frontend::NavBarModule###1-Ticket::TicketSearchFulltext It would give you a full text search in the navbar. Unfortunately, it is not capable of searching on ticket numbers. There's a enhancement request for that: http://bugs.otrs.org/show_bug.cgi?id=4238 Include ticket number in Fulltext search I guess it would not be too difficult to implement behaviour like this. Since this is the developers' list: patches are welcome! If anybody would implement this, please share 'em and I'll gladly review them for inclusion in OTRS. -- ((enjoy)) - Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS at booth no. 12 from Nov 24-25, 2009! http://bit.ly/1rbdkT Peter van Beugen wrote: Would be nice if there was a quick ticket search area in the main navigation area: Incoming calls about existing tickets could quick and easy be searched. Numeric = ticketnumber search Email address = search on “from” email address Regards, Peter van Beugen - 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/ - 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/
Re: [dev] perltidy settings?
Hi Gerhard, Here's the string we use: '-l=100 -i=4 -ci=4 -vt=0 -vtc=0 -cti=0 -pt=1 -bt=1 -sbt=1 -bbt=1 -nsfs -nolq -bbao -nola -ndnl' I'll add it to the developers documentation. By the way, since mid August we use Perl::Tidy in the CVS checkin process, which means that every commit is automatically 'tidied'. ((enjoy)) - Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! bit.ly/7uyQfY On Fri, 2009-12-11 at 20:12 +0100, Gerhard Weber wrote: Hi everybody. I'm looking for the perltidy settings used in the perl modules of OTRS. I looked on otrs.org, FAQ, docs and google but didn't find anything usefull. Only the occasional sentence Log Message: Code cleanup with PerlTidy. Can anybody post the settings or an .perltidyrc file? Thanks in advance, gerhard Thus spake the master programmer: Though a program be but three lines long, someday it will have to be maintained. - 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/ - 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/
Re: [dev] Admin area links ...
Hi Kiffin, I'd recommend you to just take a look at existing configuration options. In your case, you could create a file called Foo.xml with your configuration options. This is a nice way to separate them from the 'canned' configuration options. This file would provide an entry for the AdminFoo module. Just place it in Kernel/Config/Files, go to Admin SysConfig in the interface (this will trigger the file rebuild) and the link will appear in the Admin section, in this case on the bottom of the third row. ?xml version=1.0 encoding=iso-8859-1 ? otrs_config version=1.0 init=Application ConfigItem Name=Frontend::Module###AdminFoo Required=0 Valid=1 Description Lang=enFrontend module registration for the AdminFoo configuration object in the admin area./Description Description Lang=de(German translation, if you feel like it, otherwise leave the node out.)/Description GroupFoo/Group SubGroupFrontend::Admin::ModuleRegistration/SubGroup Setting FrontendModuleReg Groupadmin/Group DescriptionAdmin/Description TitleFoo/Title NavBarNameAdmin/NavBarName NavBarModule ModuleKernel::Output::HTML::NavBarModuleAdmin/Module NameFoo/Name BlockBlock3/Block Prio4000/Prio /NavBarModule /FrontendModuleReg /Setting /ConfigItem /otrs_config Hope this helps, -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm Kiffin Gish wrote: I'd like to know the standard procedure for adding new element links under a given column in the admin area. In the example of the developers guide you do something similar using xml but with a button link in the navigation bar instead. Thanks in advance. - 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/
Re: [dev] Admin area links ...
1. No there is not; obviously you can use an existing module such as AdminType or so and work from that. If you like to create a template AdminFoo, maybe to go in the hello-world example, that would be great! 2. We would recommend all people who do OTRS customizations to use OPM packages for that. It just makes it really easy to separate modifications from the system, and it makes Dev Test Production moves easy. I guess you'd want to look at creating an .sopm file for your package, which is described here: [http://doc.otrs.org/developer/2.4/en/html/c1284.html] You can then build OTRS packages by using bin/opm.pl -a build -p /path/to/Package-1.0.0.sopm Hope this helps, -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm Kiffin Gish wrote: Great stuff, thanks! Figured it was something like that, but my xml file wasn't correct/complete. Couple more questions if you don't mind: 1. Now I'd like to fill the bottom window with [Foo Managment] when clicked, is there a template Kernel/Modules/AdminFoo.pm for that? 2. Noticed that this kind of installation stuff is done automatically when loading from the package manager. Is this interface definition for OPM-files explained anywhere? mvg, Kiffin On Mon, 2009-12-21 at 17:02 +0100, Michiel Beijen wrote: Hi Kiffin, I'd recommend you to just take a look at existing configuration options. In your case, you could create a file called Foo.xml with your configuration options. This is a nice way to separate them from the 'canned' configuration options. This file would provide an entry for the AdminFoo module. Just place it in Kernel/Config/Files, go to Admin SysConfig in the interface (this will trigger the file rebuild) and the link will appear in the Admin section, in this case on the bottom of the third row. ?xml version=1.0 encoding=iso-8859-1 ? otrs_config version=1.0 init=Application ConfigItem Name=Frontend::Module###AdminFoo Required=0 Valid=1 Description Lang=enFrontend module registration for the AdminFoo configuration object in the admin area./Description Description Lang=de(German translation, if you feel like it, otherwise leave the node out.)/Description GroupFoo/Group SubGroupFrontend::Admin::ModuleRegistration/SubGroup Setting FrontendModuleReg Groupadmin/Group DescriptionAdmin/Description TitleFoo/Title NavBarNameAdmin/NavBarName NavBarModule ModuleKernel::Output::HTML::NavBarModuleAdmin/Module NameFoo/Name BlockBlock3/Block Prio4000/Prio /NavBarModule /FrontendModuleReg /Setting /ConfigItem /otrs_config Hope this helps, - 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/
Re: [dev] ITSM: linking CustomerUser to CI Object
Hi Mateo, Many thanks for sharing your customizations for OTRS! Community contribution is really valuable for the project, and is important in order to grow more and more features. The 'standard' way of proposing new functionality to OTRS is to raise a bug report at http://bugs.otrs.org with attached your new and/or patched files, together with a description of what it should do and how it works, preferably with a few screenshots as well. We will then review your submission and see if we find it useful, and if we can integrate it in one of the upcoming releases. Cutting and pasting code is of course not a problem, just as long as the comments still make sense and the code is as good as possible. We usually run perlcritic on our code, which is a way to check your work against the recommendations made in Damian Conway's Perl Best Practices book, and perlcritic -4 My/File.pm should not give warnings anymore. For more info on perlcritic, check http://search.cpan.org/dist/Perl-Critic/ If you're not a very experienced OTRS coder, and/or not very experienced Perl developer, please still contribute. The only problem is that the integration process takes a bit more time if the code is not 100% great, so you'll have to bear with us a little longer before your code makes it to the CVS repositories. In the occasion you'd have any questions on coding, OTRS, or whatever, please just let us now here on the dev mailing list, or drop me a line. Kindest regards, -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm -- From: Matteo mbrancale...@voismart.it Sent: Tuesday, December 29, 2009 5:37 PM To: dev@otrs.org Subject: [dev] ITSM: linking CustomerUser to CI Object Hi all, I've developed an extension to otrs::itsm (1.3) which permit to link CI objects to CustomerUser Object. I've also added a small module called AgentCustomerUser which permit to search the CustomerUsers and see the data in readonly format, along with the linked CI object. This was needed in our scenario in order to have a quick overview of the CI items belonging to a specific customer. The code is far from being perfect and need a lot of cleanup (I started from other modules and cut pasted a lot). There's only 1 small addition to ITSMCore.xml, all the rest are new files. Now, I would like to see it inserted into standard OTRS::ISTM, if the dev team is interested into :) what is the best way to approve it and include to mainstream? regards, matteo. - 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/ - 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/
Re: [dev] Fill freetext with data from db lookup
Hi Markus, Well, of course, that's the kind of stuff we do on a very regularly basis for our customers. I'll forward your information to our sales people and they will contact you. Kindest regards, -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Wed, Jan 13, 2010 at 9:58 AM, markus.kn...@artelis.net wrote: Hi everybody in this dev community, I'm been looking for an possibility to fill some freetext fields at titket compose time with data form an db lookup. At my search throught the docu, some forums and mailing lists I found an beta modul in the otrs forum, that fits my needs mostly perfect. Please see : http://www.otrs-forum.de/viewtopic.php?f=21t=1967 The Problem ist that it doen't work on 2.4.x, and my understanding of perl and otrs molul development are too poor to make it work by myself. The developper for this modul darkside seams not be interested on the further development of this modul, nor to fix the problem on 2.4.x. Now my question, is there anybody in the world, who can do this for uns, surely not for free.. Please contact me at markus.kn...@artelis.net Markus KNOLL IT Administration, DBA, DB development 3, rue Jean Piret B.P. 2708 L-1027 LUXEMBOURG - 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/ - 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/
Re: [dev] Problem wiht Basic Auth
Hi Leonid, You're absolutely right with your analysis. Currently, if you're using SSO, OTRS will expect that the user is already available. If you're not using SSO, but LDAP Authentication instead, OTRS can pull in the user data from LDAP on request. Unfortunately, with SSO, OTRS does not do this at the moment. You can run otrs/scripts/tools/sync-ldap2db.pl via a cron job or so to make sure user data is available if the user connects. hth, -- Michiel Beijen RD Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm On Fri, Feb 12, 2010 at 12:25 PM, Leonid Korokh l.kor...@aladdin.ru wrote: Hi All, My goal is to authenticate agents using integrated windows authentication and use database backend to store their accounts (group membership and so on). We cannot use passwords as we use smartcards to authenticate in windows domain. I’ve deployed clean OTRS 2.4.7 setup under IIS and MSSQL. All settings in Config.pm are defaults except that are needed to use MSSQL. I’ve created user in database (let’s say qqq) which is member of admin and users groups. After that I’ve added these two strings into Config.pm: $Self-{'AuthModule'} = 'Kernel::System::Auth::HTTPBasicAuth'; $Self-{'AuthModule::HTTPBasicAuth::Replace'} = ‘DOMAIN\\'; Next I set IIS to use integrated windows authentication, so REMOTE_USER environment variable will be set to the user who is authenticated by IIS, for example DOMAIN\qqq. As I understand architecture of OTRS it is allowed to do this way. But when I try to enter agent’s interface I got these errors: Message: Need UserLogin or UserID! Traceback (3364): Module: Kernel::System::User::UserLookup (v1.94) Line: 668 Module: Kernel::System::Auth::Auth (v1.42) Line: 261 Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 192 Module: c:\inetpub\wwwroot\bin\cgi-bin\index.pl (v1.88) Line: 48 Digging into source code I’ve found that Atuh.pm expects that $Param{User} variable should be set somewhere before the call of UserLookup at line 261. If I add Param{User}=$User at line 260 everything is working well. So, is it a bug, or I do something wrong? TIA --- Leonid S. Korokh CIO Aladdin Software Security R.D. Phone: +7 (495) 223-0001 (30 lines) Phone: +7 (495) 988-4640 Fax: +7 (495) 646-0882 E-mail: l.kor...@aladdin.ru Web: www.aladdin.ru - 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/ - 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/
Re: [dev] SQL Error in System Log
Did you disable a ticket state, or can you try rebuilding sysconfig? On 19 Feb 2010 06:18, Arpit2 G arpit...@tcs.com wrote: Hello Everyone, I have OTRS 2.4.5 on windows 2008 with MSSQL as the DB. I am getting some SQL error in the log, when i click on Dashboard. [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time = 1266554749 ORDER BY st.until_time DESC' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_state_id IN (7) AND st.until_time = 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time = 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.queue_id IN (3, 4, 6, 8, 13, 14, 15, 16, 17, 18, 19, 20, 21, 23, 24, 25, 26, 27, 28, 29, 30, 31, 32, 33, 34, 35, 36, 37, 38, 39, 40, 41, 42, 43, 44, 45, 46, 47, 48, 49, 50, 51, 52) AND st.ticket_state_id IN (7) AND st.until_time = 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.responsible_user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time = 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq , ticket_watcher tw WHERE sq.id = st.queue_id AND st.id = tw.ticket_id AND st.ticket_state_id IN ( ) AND tw.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time = 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_state_id IN (7) AND st.until_time = 1266553909 ORDER BY st.until_time ASC' The reason of this issue as of my understanding is st.ticket_state_id IN ( ), there is no value in IN( ) but what is the reason behind this, why this happening, Please guide me. Thanks Regards Arpit Gupta =-=-= Notice: The information contained in this e-mail message and/or attachments to it may contain confidential or privileged information. If you are not the intended recipient, any dissemination, use, review, distribution, printing or copying of the information contained in this e-mail message and/or attachments to it are strictly prohibited. If you have received this communication in error, please notify us by reply e-mail or telephone and immediately and permanently delete the message and any attachments. 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS
Re: [dev] SQL Error in System Log
Sure. In this case you have the New Tickets dashboard item that will generate these errors. Please just disable and/or modify DashboardBackend0120-TicketNew in Sysconfig. You can find it under Admin SysConfig Ticket Agent::Dashboard. -- Michiel Beijen RD OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business Location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! On Fri, 2010-02-19 at 15:52 +0530, Arpit2 G wrote: same error even after running otrs.RebuildConfig.pl :( Thanks Regards Arpit Gupta From: Arpit2 G arpit...@tcs.com To: Development community of OTRS.org dev@otrs.org Cc: Development community of OTRS.org dev@otrs.org, dev-boun...@otrs.org Date: 02/19/2010 03:40 PM Subject:Re: [dev] SQL Error in System Log Sent by:dev-boun...@otrs.org Hello Michiel, I had just renamed the New state to registered in status and ZZZAuto. I will try to rebuild the config. Thanks Regards Arpit Gupta From: Michiel Beijen mich...@beefreeit.nl To: Development community of OTRS.org dev@otrs.org Date: 02/19/2010 01:58 PM Subject:Re: [dev] SQL Error in System Log Sent by:dev-boun...@otrs.org Did you disable a ticket state, or can you try rebuilding sysconfig? On 19 Feb 2010 06:18, Arpit2 G arpit...@tcs.com wrote: Hello Everyone, I have OTRS 2.4.5 on windows 2008 with MSSQL as the DB. I am getting some SQL error in the log, when i click on Dashboard. [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT st.id, st.tn, st.until_time FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time = 1266554749 ORDER BY st.until_time DESC' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_state_id IN (7) AND st.until_time = 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL Server Driver][SQL Server]Incorrect syntax near ')'. (SQL-42000) [Microsoft][ODBC SQL Server Driver][SQL Server]Statement(s) could not be prepared. (SQL-42000), SQL: 'SELECT DISTINCT count(*) FROM ticket st, queue sq WHERE sq.id = st.queue_id AND st.ticket_state_id IN ( ) AND st.ticket_lock_id IN (2) AND st.user_id IN (1) AND st.ticket_state_id IN (7) AND st.until_time = 1266554749' [Fri Feb 19 05:46:49 2010][Error][Kernel::System::Ticket::TicketSearch][4752] [Microsoft][ODBC SQL
Re: [dev] Processing incoming e-mails
Привет Илья, The tidiest way of implementing this would be to develop a custom Postmaster module, see the Developer documentation. http://doc.otrs.org/developer/2.4/en/html/x576.html#ticket-postmaster-module This way your code will run just when the emails are fetched and processed. You can then also modify the email if needed to add any results to it. Желаю всего хорошего. -- Michiel Beijen RD Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I: http://www.otrs.com/ Business location: Bad Homburg, Country Court: Bad Homburg, HRB 10751, VAT ID: DE256610065 Chairman: Burchard Steinbild, Managing Board: André Mindermann CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/4qLvqm 2010/2/18 Илья Чесноков chesnokov.i...@gmail.com: Hello. Where can i put a piece of code, which will parse incoming messages, extract login and password from them and add Customer User in OTRS? I mean, what is the best way - do i need to write a plugin or modify existing script, or something similar? -- Ilya Chesnokov - 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/ - 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/
Re: [dev] Adding a OutOfTheOffice report in Agent
On Thu, 2010-03-11 at 12:29 -0800, John Drago wrote: Looking at the example starting on http://doc.otrs.org/developer/2.4/en/html/x1200.html Are you **sure** that the filenames in the example are correct? Also, the example doesn't mention permissions or ownership of those files. Do they have to be set to any special value? Basically, just check the permissions on the already existing files... 1) Kernel/System/Config/Files/HelloWorld.xml 2) Kernel/Modules/AgentHelloWorld.pm 3) Kernel/System/HelloWorld.pm 4) Kernel/Output/HTML/Standard/AgentHelloWorld.dtl 5) HelloWorld/Kernel/Language/de_AgentHelloWorld.pm That last one looks real fishy. Obviously, that needs to be Kernel/Language/de_AgentHelloWorld.pm - but usually it's best to develop the module in a separate sub directory and then use symlinks to link the file in your OTRS dir, using the module-linker.pl script, as described here: http://doc.otrs.org/developer/2.4/en/html/x1173.html ** Also - how do I get the new module to start showing up in the list of checkboxes in the Settings checkbox area (top-right)? Do I have to enable the module or add it to another config file or something like that? Sure, that is done via a small snippet in Sysconfig. Basically, you should create a file called OutOfTheOffice.xml and put it in Kernel/Config/Files - it should contain something like the snippet that's currently in Framework.xml for DashboardBackend###0400-UserOnline - just add your own values. Also, for the Dashboard, as AgentDashboard.pm is already the front end module, you actually don't need to add another file to Kernel/Modules but to Kernel/Modules/HTML instead. You'll probably see the file DashboardUserOnline.pm that already exists there, just copy that one over and use it as a starting point. You would also need to have a file to generate the HTML from, look at AgentDashboardUserOnline.dtl for an example. Hope this helps, -- Mike. - 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/
Re: [dev] That Hardy Question - Draft Replies
Hi Jim, On Wed, 2010-04-07 at 13:22 +0200, Jim Fullton wrote: Has anyone implemented draft email ticket replies yet? If so, is the implementation available for use by others? I have done the usual googling and have reviewed this list and as much of the otrs list as I could, and found some discussion of intermediate work, but nothing finalized. As far as I know, there are no such developments available. It IS an old request (see http://bugs.otrs.org/show_bug.cgi?id=416) and we would be open to add any such developments (if performed right) to be incorporated in OTRS. Since in the current implementation emails and such are sent at article create time, and you probably would not want to mess with that, a possible implementation could look like this: * Add a new article type email-external-draft or the like * Make an option to save as draft from the AgentTicketCompose function, or make it save automatically every X seconds if there was a change. This should add an article of this 'draft' type to the ticket; or it should update said article. * If you send an draft article, the 'draft' type article is removed, and a regular email-external article is added. This triggers the sending of the email as usual. of course there should also be functionality added to continue working on a draft article, or to discard a draft. Probably you would also have the ability to show tickets that still have drafts inside. If you would need more specific advice or hints, please feel free to ask here or drop by in the #otrs IRC channel on Freenode where some of us usually hang around. Regards, Mike. - 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/
Re: [dev] OTRS for Customer Companies using LDAP
On wo, 2010-06-23 at 13:47 +0200, Jeroen van Meeuwen (Kolab Systems) wrote: My question is, however, where the Customer ID accounting goes. Given that the customer users come from LDAP, I'm assuming their Customer ID must also come from LDAP? One possible future scenario in the Kolab Systems case could be that we provide the infrastructure for partner @partner.com to support customer @customer.com. I would add the cn=partner-partner.com LDAP group as a member to LDAP group cn=customer-customer.com. Hey! This was not in your initial e-mail, there you just mentioned that customers working for a partner should be able to see all tickets from that particular partner. In the use case you described now, where a partner needs access to all tickets of customers of that partner, I guess OTRS could need some improvement indeed. Right now the process would be that you create a field that holds the different customer id's in the LDAP. This field would then need to be manually administered. http://doc.otrs.org/2.4/en/html/x1813.html#multi-customer-ids-ldap I think that it would be cleaner if OTRS were able to read the contents for the 'customer_ids' field from LDAP permission groups. Adding and removing LDAP users from groups is easier, cleaner and better maintainable than editing a text field manually. Would that help? -- Mike - 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/
Re: [dev] Adding attachment file field
Hi Marko, Attachments actually are not attached to a ticket itself, but rather to articles. This means that if you add an article - a note, an email or a phone conversation - to a ticket, this will also give you the opportunity to add attachments. Hope this helps, -- ((enjoy)) Michiel Beijen Senior Consultant Follow me on Twitter: @otrsnl [https://twitter.com/otrsnl] OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com GET OTRS::ITSM 2.0 NOW - including the brand new change management module! It's the only ITIL® V3 compatible open-source IT Service Management solution certified by PinkVERIFY worldwide! - http://bit.ly/dv4CJF On do, 2010-06-24 at 12:05 +0200, marko.bert...@alice.it wrote: Hi i'm a new OTRS user. I see that the possibility to attach files there is only in the creation ticket phase. I want to add files also in the managing ticket phase, when the user agent takes management the ticket. The form to manage the ticket doesn't contains the field to add files! Is this possible? Please help me. - 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/ - 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/
Re: [dev] OTRS and NAV
Hi Francesco, - Hide quoted text - On Thu, Dec 23, 2010 at 3:58 PM, Vinelli Francesco francesco.vine...@siav.it wrote: Hi Michiel, I've read this issue: Cathlyn Camilleri wrote: Is it possible to integrated OTRS with Microsoft Dynamics (formerly known as Navision) 5.1? Hi Cathlyn, Yes of course, that is possible. There is just no canned solution available. What level of integration are you looking for? -- Michiel Can you help me?? I must integrate MSDynamics and otrs, how can i do? Well, the same question for you, HOW do you want to integrate the two. I know setups where OTRS uses customer data from Navision as a data source. Or are you looking for something else? -- Mike ___ 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] Translation of free text fields proposal
Since we have a new dev branch, I'd like to start this discussion. As you might know, free text fields in OTRS can't be translated currently. This is true for the labels and for the values. In some scenarios, for instance if you have a yes/no dropdown field, you would obviously want to translate the contents of the field. In other scenarios, for instance if you have an external ticket number reference, you don't want to translate the field. There can also be scenarios where you have a dropdown field, but don't want to be able to translate the contents, for instance if you have a department or a company name in there. Then you also have the option where you have a selection field for the freetext KEY itself; I aways find this very confusing looking; and there's also the possibility that the user can enter the key; which I find even more confusing. See below for a screenshot of a required free text field with free user input, and a selection key field. Apart from all of the strange fields; I'd like to propose the following: * Free TIME field keys should always be translated. (or is there a use case for NOT doing this? * Free TEXT keys and values should all have sysconfig switches for translation, default to 'Yes', to specify wether or not the key and value should be translated. If we implement it like this (in OTRS 3.1) would this actually break any setups? Did I miss any possible scenarios? Regards, Mike attachment: FreeTextMadness.png___ 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] [PATCH] Zabbix acknowledgement from OTRS
Hi Alexander, On Mon, 2011-02-07 at 13:11 +0300, Александр Ефимов wrote: In our organization we use Zabbix as a monitoring solution for our servers and network hardware. So, I wrote a small addon to the SystemMonitoring module, which adds Zabbix acknowledgement functions to this module. Zabbix! My favorite network monitoring system. I like it MUCH more than Nagios and the like. I'll gladly review your patch, many thanks for sharing on the list! -- Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com Increase efficiency up to 30% - get 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] Timing and notification issues when creating tickets via JSON.pl
Hi Hugh, Well obviously the iPhone app uses JSON to create tickets. Also, I've just worked on a project where we used a similar handle but then for the customer interface. The thing that would be easiest to fix is that you don't have a history type defined for 'WebRequestAgent'. Do you have some extra notification firing when creating a ticket? Creating a ticket and it's first article are two different actions, but are both atomic; i.e. you can't do them both in one go, they ARE two different actions. This should not cause issues. -- Mike On Mon, 2011-07-18 at 17:58 -0400, Hugh Kelley wrote: Is anyone using JSON to create tickets? We have some integration code using that handler and I'm seeing the following errors in the log after each new ticket. [Mon Jul 4 15:16:48 2011][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [201107041031615/john.doe ] created (TicketID=12324,Queue=Raw,Priority=3 normal,State=new) [Mon Jul 4 15:16:48 2011][Error][Kernel::System::Ticket::Article::ArticleLastCustomerArticle][1168] No article found for TicketID 12324! [Mon Jul 4 15:16:48 2011][Error][Kernel::System::Ticket::Article::ArticleLastCustomerArticle][1168] No article found for TicketID 12324! [Mon Jul 4 15:16:48 2011][Error][Kernel::System::User::GetUserData][150] Need User or UserID! [Mon Jul 4 15:16:48 2011][Error][Kernel::System::User::GetUserData][150] Need User or UserID! [Mon Jul 4 15:16:48 2011][Error][Kernel::System::Ticket::Article::ArticleGet][1646] No such article for TicketID (12324)! [Mon Jul 4 15:16:48 2011][Error][Kernel::System::Queue::GetSystemAddress][165] [Microsoft][SQL Server Native Client 10.0]Invalid character value for cast specification (SQL-22018), SQL: 'SELECT sa.value0, sa.value1 FROM system_address sa, queue sq WHERE sq.id = ? AND sa.id = sq.system_address_id' . . . [Mon Jul 4 15:16:49 2011][Error][Kernel::System::Ticket::HistoryTypeLookup][6695] No TypeID for WebRequestAgent found! [Mon Jul 4 15:16:49 2011][Error][Kernel::System::Ticket::HistoryAdd][6740] Need HistoryTypeID! This came to light because tickets are not generating raw queue notifications (emails) to agents. The article view shows one, but it is devoid of article text. My hunch (from reading the log above), is that the new ticket notification logic is firing before the first article can be created. Has anyone else seen this? Hugh ___ 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] ERROR: invalid input syntax for integer:
Hi Jens, On Mon, 31 Oct 2011 16:00:03 +0100, Jens Wilke wrote: ist there any known Bug in 3.0.10? 2011-10-31 15:26:16 CET [18344]: [327-1] user=otrs,db=otrsdb ERROR: invalid input syntax for integer: 2011-10-31 15:26:16 CET [18344]: [328-1] user=otrs,db=otrsdb STATEMENT: INSERT INTO queue_standard_response (queue_id, standard_response_id, create_time, create_by, change_time, change_by) VALUES ($1, $2, current_timestamp, $3, current_timestamp, $4) No, it's now a known bug. When exactly did this happen? Were you creating a new queue? Are you using PostgreSQL as the database? -- Mike ___ 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] ERROR: invalid input syntax for integer:
Hi Jens, Thanks. I filed a bug report for it and corrected it in CVS. It will be fixed in upcoming OTRS 3.0.12. http://bugs.otrs.org/show_bug.cgi?id=7884 The bug report contains instructions for how to patch your OTRS 3.0.x instance. The issue was that the 'select all' checkbox had an ID but not a value, and OTRS tried to insert this as a standard_response (or as a queue) when it was selected. -- Mike On Wed, Nov 2, 2011 at 11:18, Jens Wilke jens.wi...@affinitas.de wrote: On Wednesday 02 November 2011 09:47:22 you wrote: Hi Michiel, No, it's now a known bug. When exactly did this happen? Were you creating a new queue? Are you using PostgreSQL as the database? This happens on applying Change Queue Relations for Response foo. It's the postgres error message that i sent. I found out, that there are 2 issues that might be responsible for this behavior. - The @IDs Elements are not uniq but 35 times repeated. - There's is an unecessary loop, that repetedly deletes and inserts the same values. Both are responsible for massive loops in AdminQueueResponses.pm The attached patch is a quick hack to fix these Problems. Regards, Jens ___ 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] ERROR: invalid input syntax for integer:
You're right. This was obsolete code and I've addressed this as well. -- Mike On Mon, Nov 7, 2011 at 09:41, Jens Wilke jens.wi...@affinitas.de wrote: On Saturday 05 November 2011 18:13:51 Michiel Beijen wrote: Hi Mike, http://bugs.otrs.org/show_bug.cgi?id=7884 Why do you think that these loops are still required: 119 my %StandardResponseData 120 = $Self-{StandardResponseObject}-StandardResponseList( Valid = 1 ); 121 for my $StandardResponseID ( keys %StandardResponseData ) { 122 my $Active = 0; 123 for my $QueueID (@IDs) { 124 next if $QueueID ne $StandardResponseID; 125 $Active = 1; 126 last; 127 } 159 my %QueueData = $Self-{QueueObject}-QueueList( Valid = 1 ); 160 for my $QueueID ( keys %QueueData ) { 161 my $Active = 0; 162 for my $StandardResponseID (@IDs) { 163 next if $StandardResponseID ne $QueueID; 164 $Active = 1; 165 last; 166 } Regards, Jens ___ 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] Event linking a ticket to a CI
Hi Wagner, On Wed, 30 Nov 2011 20:20:33 -0200, Wagner wrote: I would like some directions on how to develop a event action when a ticket is linked to a CI could someone give me some tips, where to start or any help? Hi, you should register an event module that listens on the LinkAdd event. An example is this registration in the ITSMConfigItem module (although it listens to much more events): ConfigItem Name=ITSMConfigItem::EventModulePost###100-History Required=0 Valid=1 Description Translatable=1Config item event module that enables logging to history in the agent interface./Description GroupITSM Configuration Management/Group SubGroupCore::ITSMConfigItem/SubGroup Setting Hash Item Key=ModuleKernel::System::ITSMConfigItem::Event::DoHistory/Item Item Key=Event(ConfigItemCreate|VersionCreate|DeploymentStateUpdate|IncidentStateUpdate|ConfigItemDelete|LinkAdd|LinkDelete|DefinitionUpdate|NameUpdate|ValueUpdate|DefinitionCreate|VersionDelete)/Item Item Key=Transaction0/Item /Hash /Setting /ConfigItem Now on LinkAdd the Kernel::System::ITSMConfigItem::Event::DoHistory is executed, you can create your own module and execute business logic that way. -- Mike ___ 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] Event linking a ticket to a CI
Hi Wagner, On Thu, 1 Dec 2011 14:11:44 -0200, Wagner wrote: I think the event is wrong, cause the LinkAdd event is being called when I link a ticket to another ticket, but when I link a ticket to a CI it's not being called is there a way to find out which event should I use? I tested by logging out of Kernel::System::EventHandler every time it is called, and I found the LinkAdd event is executed when you link a ticket to a CI. It really is the correct event. [Fri Dec 2 14:31:07 2011][Notice][Kernel::System::EventHandler::EventHandler] Running for LinkAdd -- Mike ___ 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 help me
Hi Ali, On Fri, Jan 20, 2012 at 06:48, Ali Umair aum...@i2cinc.com wrote: I am new in OTRS and want to upgrade 2.2 to 3.0. but i am confused what i take first step to ahead. I read only developer guide of OTRS. I know this is step by step up gradation like 2.2 to 2.3 and then 2.4 then 3.0. but suggest me in detail what step i follow. and if i customize (Add new column and remove some colum or concate some column) in the reports of OTRS then what files are changed and what should i take first step. kindly guide me about it. I really thankful to you !!! Upgrading OTRS is pretty straight-forward but it can be quite difficult depending on the amount of customization you've done, and more importantly, how this was done. The GUI in OTRS 3.x is so very different from the 2.2.x GUI that you'll need to reapply all these changes to the 3.x code. The steps to upgrade would indeed include upgrading from 2.2 2.3 2.4 3.0 and so on, and typically these upgrades don't take too much time. Please read the upgrading-instructions in the admin manual thoroughly. If you feel uncertain, or you just want that your upgrade is seamless, we at the OTRS group would like to assist you or take care of the upgrade for you. Please contact us at sa...@otrs.com to discuss - we upgrade a lot of systems, and thus we have lots of experience which might benefit you! Kindest regards, and good luck! Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com Making OTRS even better! Exclusive Feature Add-Ons improve usability of OTRS and extend its functionality: http://j.mp/ndQvZj ___ 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
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 Almirón 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 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 ___ 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] Localized and stripped return value of FetchrowArray?
Hi Michael, Michael Scheer schreef op 2012-05-25 08:52: the following SQL query returns (ceate_time) e.g. 2012-05-22 11:26:39 - in the SQL query box for instance. ... BUT in the RowArray $Row[2] is 22.05.2012 - it's lacking the time and has german time format. Could it be that you use a database such as Oracle where you can influence the time stamp format based on user locale? I think that the format for Apache (which you'll see via the web front end) and the otrs user (which your emails will use) will return a different time stamp format. In case you're using Oracle, you might want to stick this line into your Config.pm : $ENV{NLS_DATE_FORMAT} = '-MM-DD HH24:MI:SS'; -- Mike ___ 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] Upgrading OTRS from 3.0.9 to 3.1.5
Aaron G. Angeles schreef op 2012-05-25 16:19: Can anyone help me convert the following code for MSSQL? ALTER IGNORE TABLE ticket_flag ADD CONSTRAINT ticket_flag_per_user UNIQUE INDEX (ticket_id, ticket_key, create_by); Hi Aaron; you should not have to! Check http://bugs.otrs.org/show_bug.cgi?id=8237#c9 Error while applying ticket_flags constraint when running upgrade from 3.0 to 3.1 -- Mike ___ 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] RV: hierarchy of tickets
Hi, On your OTRS installation, the 'doc' folder contains a .png image of the database ERD and also it contains the base .mwb file for use in MySQL Workbench. You can also see the image of the ERD here: http://source.otrs.org/viewvc.cgi/otrs/doc/OTRSDatabaseDiagram.png?revision=1.2view=co Hope this helps! -- Mike On Wed, Jun 20, 2012 at 2:55 AM, Soporte Informatica PGJE d...@pgje.michoacan.gob.mx wrote: Where is the flow lines? U_u https://dl.dropbox.com/u/6443236/otrs/otrs%20design.png This is a screenshoot from Mysql workbench, model section. = De: dev-boun...@otrs.org [mailto:dev-boun...@otrs.org] En nombre de Soporte Informatica PGJE Enviado el: viernes, 15 de junio de 2012 08:42 p.m. Para: dev@otrs.org Asunto: [dev] hierarchy of tickets Hi everyone, OTRS: 3.1.2 Problem: I need to classify tickets using a hierarchical tree and have statistics on the number of tickets in each level tree. PROPOSED SOLUTION: 1. I have a very functional implementation with multi ID for customers, the problem here is that the stat module only find specific IDS, but does not search the customers_ids field. in this context as I can show the tickets assigned to an ID and tickets hierarchically below the? 2. I have dynamic fields of each hierarchical level, I want to create a relationship herarquical including Choosing a level and sublevel only in its child nodes are displayed. I can create this relationship as? Where i can ER diagram of Database otrs? Can I to use mysql workbench for this? regards -- Martin Edmundo ___ 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] issue in integrating otrs to lemonldap-ng
Hi Mohan, On Mon, Aug 13, 2012 at 9:42 AM, mohan maalagi mohan.maal...@gmail.com wrote: I have installed and configured Lemonldap-ng(http://lemonldap-ng.org/start) in Centos-6.2 and it supports single sign on for web applications. I have also installed OTRS-3.1.8 in the same system.Now i want to integrate the OTRS into lemonldap-ng, so that i can make use of single sign on feature. please give me the documentation or steps to do so.. You would configure Apache to authenticate against lemonldap. How to do this is in the lemonldap documentation. Then you simply log in to OTRS; go to SysConfig, search for AuthModule and set it to 'BasicAuth'. Now OTRS uses the credentials from Single Sign On to log you in to the system. -- Mike. ___ 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, Setting up the 'dev' environment is pretty much the same as setting up a 'regular' OTRS environment; you would set up an OTRS environment including database and web server on your local machine. For editing the files you can use pretty much any editor, some people use complete IDE's such as ActiveState's Komodo IDE, Eclipse EPIC or similar, or Padre, some people prefer to use text editors such as vim with lots of plugins, or even simply Notepad++. If you do OTRS development you typically do not use a debugger all day; and inspecting elements can be achieved by printing them to STDERR and looking in the server error log and/or using Fred (http://ftp.otrs.org/pub/otrs/develtools/packages/); or by logging them to the LogObject in OTRS. Hope this helps. -- Mike On Mon, Sep 10, 2012 at 11:12 AM, Bogdan Iosif bogdan.io...@gmail.com wrote: Hi, I'm trying to setup a dev env for OTRS on Windows and I'm new to Perl. After some poking around for a few days trying to understand Perl distributions and development, I'm still pretty much where I started. If a guide for setting up a specific dev env is available, can someone please provide me with its URL? If such a guide is not available, please help with the following direct questions: Is OTRS dev normally done via an IDE, and if so what is the preferred one? I tried to find an ide-project like grouping in the OTRS sources and couldn't spot one. Is it possible to load all the source files in an editor capable of finding method / object definitions? (I don't mean full text search but something like Intellisense) Is interactive debugging possible for OTRS? By this I mean setting breakpoints and exploring values for variables when a breakpoint is hit. Is there such a thing as syntax check, source compilation or unit testing so that I can be as sure as possible that changes I've made do not immediately crash when they are executed? I'm familiar with the dev workflow from Visual Studio (C#) and Eclipse (Java) and hoping to achieve something similar with OTRS, if possible. If someone can answer and is also familiar with those IDEs, please use them for comparison. Thanks, Bogdan What I've already done: - Got the sources from a zip package (http://ftp.otrs.org/pub/otrs/otrs-3.1.9.zip) because a direct CVS link doesn't work from my organization (port 2401 is blocked). - Looked over the dev manual (http://ftp.otrs.org/pub/otrs/doc/doc-admin/3.1/en/pdf/otrs_admin_book.pdf) and Searched the mailing lists (http://lists.otrs.org/pipermail/dev/) with Google. Couldn't find any references to an IDE. - Found info about debugging a running OTRS env by enabling a debug mode where I would get a lot of info logged to files. ___ 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] HW sizing - OTRS
Hi David, On Mon, Sep 24, 2012 at 6:36 PM, David Boyes dbo...@sinenomine.net wrote: 1. Don't use Windows for this, it demands far more resources than this size needs, needs a lot of Unix emulation glue and is excessively expensive. If it has to be hosted on a Windows machine, use the Microsoft virtual machine technology to run a Linux VM. Where do you get this knowledge from? Typically, OTRS is deployed on mod_perl, Perl itself performs very comparably on Windows vs Linux, just as Apache; the same goes for our 'default' database which is MySQL. In my experience, especially with these low ticket volumes, a comparable specced machine as your mentioned Linux box but running Windows will do just fine. We typically prefer Linux, but if your environment is not HUGE and if your team only has Windows skills, Windows is just fine. Of course, if you have benchmarks to show that OTRS or Perl or MySQL or... on Windows is SO MUCH slower than on Linux, I'd be interested to see these! 2. i3-class processor should be more than sufficient on Linux, i5-class if you run Windows 3. 1G of RAM should be plenty (if you run it on Linux; no less than 4G if you run Windows Again, as I said, I think a small VM with 1GB Windows would also absolutely work just fine if you have a limited number of agents. -- Mike 4. 2x500G RAID1 should be plenty of disk if you do regular cleanouts of old tickets. ___ 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] Use WS OTRS to OTRS
Hi Rocco, While OTRS comes with bundled Web Services for Ticket Creation at the Provider side, which means you can create tickets in a remote OTRS system, OTRS currently does not feature a ticket creation module as a consumer; which means OTRS itself can not (yet) create a new ticket in a remote system. You'll need to create an Invoker module; check the corresponding chapter in the Developer manual for that: http://doc.otrs.org/developer/3.1/en/html/how-to-extend.html#genericinterface-invoker-modules -- Mike On Tue, Sep 25, 2012 at 11:43 AM, Rocco Tocci rocco.to...@tbsit.com wrote: Hi guys, I need to implement the creation of tickets between two different systems OTRS and I want try to use the functionality of Web Services in the release 3.1(Ticket:Create). The logic flow should be as follows: 1. The system inserts a ticket (via Agent Inteface) on OTRS_1 in a selected queue. 2. The same ticket must be created on the OTRS_2 on a specific and defined queue 3. The same flow from OTRS_2 to OTRS_1 Do you have any reference to examples of use and implementation of this or other type the Web Services in OTRS. 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 ___ 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] HW sizing - OTRS
Hi David, On MySQL performance on Windows would be not that much different from Linux, the same for mod_perl and Apache. I have a significant amount of code in the OTRS codebase and Perl itself is typically pretty OS agnostic, there are very few places where we even have specific code for different platforms. If you have recommendations or benchmarks I would really be interested to see where we could optimize, but I would be amazed if there would be lots. On your remark about the large amount of support requests for Windows users: a large part of people trying out our product first download the Windows installer to evaluate the product. This means you can expect to see more mails from Windows users on the list. And also from our Subscription customers between 30 and 40 percent is using Windows. As stated before, I think the most important reason to choose the OS for deployment of OTRS would be that of available skills. If your IT department has Linux skills available, this would be the choice, but if you have only MCSE people, Windows, maybe using IIS or Apache would be the obvious choice. You commented on the fact that OTRS assumes IO is fast and cheap. This is true, for instance our caching mechanism uses a disk based cache by default. We have been making deployments based on Memcached (which is available as a Feature Add-On), this uses a memory based cache. But this is typically most useful for bigger deployments, if you use small VPSes both memory and IO is not readily available. I think the optimal solution would vary from case to case. What would you think could be improved here? I really like the fact that OTRS now does lots of caching ans hits the database much less than in the 2.4 era. -- Mike Op 24 sep. 2012 21:18 schreef David Boyes dbo...@sinenomine.net het volgende: 1. Don't use Windows for this, it demands far more resources than this size needs, needs a lot of Unix emulation glue and is excessively expensive. If it has to be hosted on a Windows machine, use the Microsoft virtual machine technology to run a Linux VM. Where do you get this knowledge from? Typically, OTRS is deployed on mod_perl, Perl itself performs very comparably on Windows vs Linux, just as Apache; the same goes for our 'default' database which is MySQL. I'm not just focusing on speed; I'm looking at the following: 1. Apache, Perl and MYSQL are foreigners on Windows. The typical Windows admin who went through the Windows server admin mills do not know how to install, debug, tune or manage them. They do not appear in the Windows management tooling, and their logs and performance data collection have limited integration with the system in ways that the mill graduates understand. 2. The recommended server configuration for Windows Server 2008 is a minimum of 2G RAM without applications installed. OTRS employs fairly substantial in-memory processing, and does not ship optimized for low memory machines. See item 1. 3. The cost of a Windows Server license (without any of the corporate deals) is close to 4 times the cost of an equivalent enterprise Linux license with an annual support contract (and does not include support). 4. The volume of support questions we see on this mailing list for people who are trying to run OTRS on Windows is roughly double to triple that of the Linux platforms. In my experience, especially with these low ticket volumes, a comparable specced machine as your mentioned Linux box but running Windows will do just fine. We typically prefer Linux, but if your environment is not HUGE and if your team only has Windows skills, Windows is just fine. Will it run on Windows on the same iron? Sure. Is it efficient? Not particularly. The OTRS code -- quite rightly -- doesn't try to optimize itself to run with maximum efficiently within the Windows process model, and it can't without taking into account the fundamental difference in design approach between the two systems - which would lead to a very different code base for the Linux and Windows worlds. It (OTRS) tends to assume that memory is cheap, and dedicated, and that I/O is also dedicated (ie, it doesn't matter if you do a lot of it, assumptions that fail in a virtual machine environment, or any environment where compute resources are shared by multiple systems). Of course, if you have benchmarks to show that OTRS or Perl or MySQL or... on Windows is SO MUCH slower than on Linux, I'd be interested to see these! Actually, I'm in the process of doing just that (on a number of different platforms, including Power and mainframe). I'll be happy to share them when I'm done -- couple of weeks. It's not a question of speed, really -- it's the memory footprint, the I/O behavior, the license expense, and the overall resource consumption before you even get to the application that leads me to recommend against Windows for small implementations. Windows seldom plays nice in a
Re: [dev] Separate web layer
Having the database on a different box is not much of a problem, of course. The application itself runs inside a mod_perl process; so if you want to put the web frontend on a separate box what you should do is put a reverse proxy in the web zone, this can be a separate machine, and handle the OTRS box as if it only runs the application. HTH, Mike On Fri, Sep 28, 2012 at 3:35 PM, Alin Ilie alin.i...@matrixrom.ro wrote: Hello, I have made a custom implementation based on OTRS 3.1.9 The problem that I encounter is that the company that we will use this implementation has (now) a strict request to separate the web layer from the application layer (and database layer). Separate, like in separate machines. Any suggestions? Many thanks, Alin Peste 1100 de carti tehnice si stiintifice. Aplicatii software pentru constructii si dezvoltare software la cerere. Vizitati site-ul nostru, www.matrixrom.ro. ___ 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] Time Units - New phone ticket
Hi Rocco, On Wed, Oct 17, 2012 at 11:15 AM, Rocco Tocci rocco.to...@tbsit.com wrote: Hi guys, I would like to remove the field 'Time units (work units)' on the screen for new phone ticket it is possible via sysconfig? Check the setting Ticket::Frontend::AccountTime in SysConfig. -- Mike ___ 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] postmaster pre-filter: search in tickets
Hi Peter, On Thu, Oct 25, 2012 at 3:47 PM, Peter Tester rag4711-o...@yahoo.de wrote: I wrote an postmaster pre-filter that searches in the tickets for an existing external ID, if it's existing a new article to this ticket is added. Otherwise a new ticket is added. My problem is that I have to define the Agent ID (UserID) in the Ticketsearch function in the pre-filter. How can I handle searches in all tickets and not only supportef by the selected agent? This is nice. I think you know we have a Feature Add-On available that does exactly the same? http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons/feature-add-on-external-ticket-number-recognition/ If you want to use the TicketSearch function for system stuff, such as Postmaster filters, use UserID 1, which is hard-coded in the system to see all tickets. You'd see this in use throughout the complete code base. -- Mike ___ 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] HTML format in Notifcation Event
No, it will be sent as a plain notification. The ability to sent HTML emails would need to be added to the event based notifications, i.e. it would need development. Op 8 nov. 2012 18:15 schreef Rocco Tocci rocco.to...@tbsit.com het volgende: Hi Guys, I need help. A customer wants to receive at the close of the ticket an email in HTML format (to express satisfaction about the service provided) activating some link with the emoticons. We can put this kind of formatting in the text of the automatic notifications? Many 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 ___ 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] TicketSearch(CustomerID) ignored
Hi, Can you explain what you actually think is wrong, and what you are trying to achieve? I don't really understand the issue and as far as I'm concerned the Company Tickets functionality in the Customer interface works just fine. -- Mike On Mon, Nov 26, 2012 at 5:20 PM, Vadim S. Goncharov vgoncha...@nic.ruwrote: Hi, I've found that Kernel/Modules/**CustomerTicketOverview.pm still calls: CompanyTickets = { All = { Name = 'All', Prio = 1000, Search = { CustomerID = [ $Self-{CustomerUserObject}-**CustomerIDs( User = $Self-{UserLogin} ) ], OrderBy= $Self-{OrderBy}, SortBy = $Self-{SortBy}, CustomerUserID = $Self-{UserID}, but TicketSearch() routine has stopped to process 'CustomerID' in rev. 1.197, it is completely ignored for years ago. What I was actually trying to do when found this - I was trying to make work My Company Tickets feature. The intuitive way of setting company field to group borrowed from LDAP group: [ 'UserCustomerID', 'CustomerID', 'mail',1, 1, 'var', '', 0 ], [ 'UserCustomerIDs', 'CustomerIDs', 'ou',1, 1, 'var', '', 0 ], didn't work... -- Vadim Goncharov vgoncha...@nic.ru RU-Center NET Departmenthttp://www.nic.ru NET-SYS Group phone:+7(495)737-7646 (ext.4019) __**_ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/devhttp://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/devhttp://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] lock ticket via generic interface
Hi Flavio: You should use the TicketUpdate operation; the structure looks a bit like this: UserLoginuser/UserLogin Passwordpass/Password TicketNumber20121130123456/TicketNumber Ticket Locklock/Lock /Ticket Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com It's raining ... OTRS Feature Add-Ons: Choose up to 10 OTRS Feature Add-Ons for free and get direct support from the creators of OTRS – Become a Subscription customer now ! - http://j.mp/OBoPuj On Fri, Nov 30, 2012 at 9:58 PM, Flavio Mattos flaviomatto...@gmail.comwrote: Hi guys! is it possible to lock a ticket using generic interface? If it is how do I do it? Thanks ___ 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] Rpc Error
Hi Rocco, The problem is the soap module on your environment is faulty. Since 3.1.x we ship the version in Kernel/cpan-lib and of course we ship a version that works. Please check a blog post I wrote about this: http://blog.otrs.org/2011/10/15/fixing-the-soap-interface-for-otrs/ - it has a link to a .opm version of a working SOAP::Lite module, you can install it on your OTRS system to fix the issue. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com It's raining ... OTRS Feature Add-Ons: Choose up to 10 OTRS Feature Add-Ons for free and get direct support from the creators of OTRS – Become a Subscription customer now ! - http://j.mp/OBoPuj Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com It's raining ... OTRS Feature Add-Ons: Choose up to 10 OTRS Feature Add-Ons for free and get direct support from the creators of OTRS – Become a Subscription customer now ! - http://j.mp/OBoPuj On Wed, Jan 9, 2013 at 1:27 PM, Rocco Tocci rocco.to...@tbsit.com wrote: Hi guys I need your help: I'm trying to create the ticket by RPC on a Win 2003 server with OTRS 3.0.10. The client PC (Win XP) has installed the same version of OTRS (3.0.10). I bring you the test script (just create the TicketNumer) * #!/usr/bin/perl use SOAP::Lite; my $User = 'some_user'; my $Pw = 'some_pass'; my $otrs = new SOAP::Lite(proxy = 'http://10.80.250.25/otrs/rpc.pl', uri = 'http://10.80.250.25/Core'); #SOAP message my $som; # create a new ticket number $som = $otrs-Dispatch($User, $Pw, 'TicketObject','TicketCreateNumber'); die $som-fault-{faultstring} if $som-fault; my $TicketNumber = $som-result; print RPC: New Ticketnumer created: .$TicketNumber.\n;* Case 1) when I run the script from Win XP to Win 2003 OTRS 3.0.10 I get the following error. *Application failed during request deserialization: no element found at line 1, column 0, byte -1 at C:/Program Files/OTRS/StrawberryPerl/perl/vendor/lib/XML/Parser.pm line 187* In the log of OTRS is not drawn anything even if I provide an incorrect password, so I think that does not come to invoke the module rpc.pl on the server. Case 2) When I run the script from Win XP to Win 2003 with an OTRS 3.1.9 *everything works OK* I probed the installation of perl modules SOAP and all ok I examined the link http://lists.otrs.org/pipermail/otrs/2009-November/029314.html about the same problem but is not solved. Obviously I can not update the server to 3.1.9 because the server is in production and migration is planned soon. I'm sure there 's something that escapes me and I can not understand. Can anyone help me? thanks -- Rocco Tocci Application Architect Strada Prov. 1 BariModugno n. 4 70123 Bari Italy Tel. +39 0803855483 TBS IT – Telematic Biomedical Services Srl a socio unico Sede Legale : Via Giacinto Gallina, 4 – 34122 Trieste Tel. 040 - 92291 Sede Operativa : Via Francesco Bettini, 13 – 06034 Foligno Tel. 0742- 32661 C.F., P.IVA e Registro Imprese (TS) : 01165260322 Cap.Soc. € 8.000.000,00 i.v. una società di TBS Group SpA Ai sensi del D.Lgs. 196/2003 e della normativa internazionale, vi informiamo che questo messaggio è riservato esclusivamente al destinatario. Se esso vi fosse pervenuto per errore, vi invitiamo a eliminarlo immediatamente e a darcene comunicazione. Grazie. According to the Italian and international laws in force, we inform you that this message is reserved only for the addressee. If you are not the addressee, please delete it immediately and notify us. Thank you. P Per favore, pensa all'ambiente prima di stampare questo messaggio. Please, consider the environment before printing this e-mail. ___ 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] Module on client for RCP call
Hi Rocco, On Mon, Feb 4, 2013 at 3:02 PM, Rocco Tocci rocco.to...@tbsit.com wrote: I would like to create, from a remote client (WinXP), the tickets via soap with the module rcp.pl resident on my OTRS servers (W2008), the client has not installed OTRS. What must be installed on the client to make the request with a perl script (eg rpc-example.pl) or php? Yeah, you *could* do it from PHP, that is possible. Then you need PHP and I think it includes the SOAP libs needed. There is an PHP sample on the wiki. You can also install Perl, for instance StrawberryPerl. and then 'cpan SOAP::Lite' after which the rpc-example.pl code would work. The other option would be to install Perl on the machine and install this Perl module: https://metacpan.org/module/otrs.CreateTicket.pl using 'cpan App::OTRS::CreateTicket' - it would allow you to create tickets from the command line via the Generic Interface. Hope this helps, -- Mike ___ 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 Webservices for Creating Customers and creating Services
Hi Jignesh, On Wed, Feb 6, 2013 at 9:07 AM, Jignesh Kakka (jkakka) jka...@cisco.com wrote: I found webservices to create, get, update, search tickets and create Session. In similar fashion I want webservices for 1. Create,Read, Update customers 2. Create read update services 3. Add services to customer and delete services from customer These are not available in OTRS. You can create them yourself, if you need them (and would be of course encouraged to share them with the community!). Alternately you can also use the 'old' XML/RPC based interface which allows for 1 and with very little extension would allow for 2 and 3 but it is more low-level than the Generic Interface you looked at. And of course, if you want we can assist you on a commercial basis if needed. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 F: +31 71 8200 254 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - http://j.mp/11TFPSr ___ 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 Webservices for Creating Customers and creating Services
Hi Jignesh, On Wed, Feb 6, 2013 at 9:43 AM, Jignesh Kakka (jkakka) jka...@cisco.com wrote: How can I utilize the Old XML/RPC for these. Can you provide few pointers/examples to these to create Customer via RPC. Again to clarify, the OTRS standalone application would be deployed on one system and Our application wants to communicate to OTRS via SOAP/REST/RPC whatever method is possible. What language are you looking at for using? XML/RPC is relatively easy to use from languages such as PHP or Perl, it is a bit inconvenient from Java or .Net. The WSDL which is available for the Generic Interface web services is much more convenient to use from these languages. -- Michiel ___ 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 Webservices for Creating Customers and creating Services
Hi, On Wed, Feb 6, 2013 at 3:47 PM, Jignesh Kakka (jkakka) jka...@cisco.com wrote: I found wsdl for generic interface, but it provides operations only for Tickets. I need something for customers and services. I wrote you earlier in this very same thread: These are not available in OTRS. You can create them yourself, if you need them (and would be of course encouraged to share them with the community!). Alternately you can also use the 'old' XML/RPC based interface which allows for 1 and with very little extension would allow for 2 and 3 but it is more low-level than the Generic Interface you looked at. Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - http://j.mp/11TFPSr ___ 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 Webservices for Creating Customers and creating Services
Op 6 feb. 2013 21:03 schreef Jignesh Kakka (jkakka) jka...@cisco.com het volgende: Again Few Questions 1. How can I configure a SOAP call for creating services, Even if I have to write WSDL file, I need to know sample SOAP xml or some data for creating services or customers, that can be referred to create WSDL. 2. If we get sample for RPC also for creating services and customers ,then that might solve the issue. You also asked this question before, on which I replied which language you are using to make the soap calls from. -- Mike ___ 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 Webservices for Creating Customers and creating Services
Sounds great; and good luck with your project! -- Mike On Sun, Feb 10, 2013 at 7:01 PM, Jignesh Kakka (jkakka) jka...@cisco.com wrote: Thanks Mike for your guidance, I checked the links, and the use Java and somewhat Groovy. Meanwhile I was trying to leverage the already available Generic Interface and was writing custom modules for Generic Interfaces. I found some success there and am still working on it. If it works properly, then I will share the details. But if these things don't work, then I may try to follow the approach mentioned in the links that you provided. Regards, Jignesh -Original Message- From: dev-boun...@otrs.org [mailto:dev-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Sunday, February 10, 2013 3:17 PM To: Development community of OTRS Subject: Re: [dev] Need Webservices for Creating Customers and creating Services See this page: http://gregor.tudan.de/2010/04/accessing-otrs-soap-from-javagroovy/ and this code: https://github.com/gtudan/OTRS-Client The code above only is about creating tickets. The RPC.pl interface exposes the pretty low-level internal API of OTRS, the Generic Interface supports more polished and higher level operations. Since the rpc.pl interface uses this internal API, you can also use our API docs for reference: http://dev.otrs.org/ for example guidance. Please note they talk about the difficulty of talking to XML/RPC from Java; as I said, this is fixed in recent OTRS 3.1 and up since the introduction of the Generic Interface, although it does not (yet) provide operations for customers and services. That said, it would not be very difficult to add, the groundwork of the Generic Interface has already been done. HTH, -- Mike On Thu, Feb 7, 2013 at 7:19 AM, Jignesh Kakka (jkakka) jka...@cisco.com wrote: Hi Mike, We are using Java. Thanks, Jignesh From: dev-boun...@otrs.org [mailto:dev-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Thursday, February 07, 2013 2:57 AM To: Development community of OTRS. org Subject: Re: [dev] Need Webservices for Creating Customers and creating Services Op 6 feb. 2013 21:03 schreef Jignesh Kakka (jkakka) jka...@cisco.com het volgende: Again Few Questions 1. How can I configure a SOAP call for creating services, Even if I have to write WSDL file, I need to know sample SOAP xml or some data for creating services or customers, that can be referred to create WSDL. 2. If we get sample for RPC also for creating services and customers ,then that might solve the issue. You also asked this question before, on which I replied which language you are using to make the soap calls from. -- Mike ___ 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 ___ 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] Notification TAG for ITSM- Config Item
Hi Rocco, On Monday, February 18, 2013, Rocco Tocci wrote: Good evening to all, can you tell me if there is the ability to retrieve some of the attributes of an asset attached to a ticket with the OTRS Notification Tags OTRS_*. I saw the link https://portal.otrs.com/otrs/**customer.pl?Actionhttps://portal.otrs.com/otrs/customer.pl?Action= CustomerFAQZoom; ItemID = 70, but have not found anything about the CI. I would like to send, whith an automatic notification to a client, some data asset associated with the ticket. This is not possible out of the box; you can only send information on Ticket, Service, SLA, Queue, and User related attributes. The thing is there is a 1:n relationship with CI's, for any ticket there can be zero, one or more CI's linked. This makes it difficult, if you would have a ticket with one or more printers linked, what would a tag such as OTRS_CI_Printer_Location contain? That said, I think it would be very helpful in some scenarios to be able to provide attributes of linked CI's, or tickets, or changes, in notifications. If anyone would have some thoughts on this (or code to share!) I'd be definately interested. -- Mike -- Michiel Beijen Senior Consultant OTRS BV Schipholweg 103 2316 XC Leiden The Netherlands T: +31 71 8200 255 I: http://www.otrs.com OTRS 3.2 - More than a Help Desk System – Process and Customer Management – Be an early bird with our special offer - http://j.mp/11TFPSr ___ 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] No ConfigObject in cleanup
Hi Juan, On Tue, Feb 19, 2013 at 12:11 PM, Juan Manuel Clavero Almirón juanm.clav...@ibsalut.es wrote: We want to make a script that would change a ticket owner depending on some conditions. We have some requirements for the execution that force us to run directly from cron instead of as a Generic Agent task. The assignment is correctly done but it seems there are several problems after the execution: (in cleanup) Can't call method FETCH on an undefined value at /usr/lib/perl5/vendor_perl/5.8.8/Net/LDAP.pm line 247 during global destruction. (in cleanup) Got no ConfigObject! at /opt/otrs/Kernel/GenericInterface/Event/Handler.pm line 37 during global destruction. It is a scoping issue, This looks similar to bug 4089 - http://bugs.otrs.org/show_bug.cgi?id=4089 which was against bin/GenericAgent.pl and for which this was the fix: http://source.otrs.org/viewvc.cgi/otrs/bin/GenericAgent.pl?hideattic=0r1=1.57r2=1.58 I hope this helps you fix the problem! -- Mike ___ 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] Rule for OldTicketData in EventHandler?
Hi Juan, On Fri, Feb 22, 2013 at 10:35 AM, Juan Manuel Clavero Almirón juanm.clav...@ibsalut.es wrote: Is there any rule to guess which ticket events come with OldTicketData and which doesn’t? Is there any reason to prevent all events to carry this info? Currently some events have OldData, some don't. I think it would be good if all come with OldTicketData. Pull requests are welcome :D https://github.com/OTRS/ -- Mike ___ 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] Issues with Dynamic Fields
Hi, On Wed, Mar 20, 2013 at 5:33 AM, Jignesh Kakka (jkakka) jka...@cisco.comwrote: While creating ticket, we pass Dynamic fields as name-value pair. But while getting ticket we receive dynamicFields as DynamicField_FieldName.** ** Cant this behavior be changed to having Name Value pair even while getting the ticket. The reason wh I want in this way is , let’s say if we add or remove a dynamic field from System, then it may not require code change if we maintain as name-value pair I was assuming that this may happen in OTRS 3.2 . But it also applies same logic while getting tickets Can you explain the use case you have for this? What code would you now write that can be different if OTRS behaviour would change? -- Mike ___ 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 on FreeText
Hi Rocco, On Tue, Mar 19, 2013 at 4:56 PM, Rocco Tocci rocco.to...@tbsit.com wrote: Hi guys, do you know if it is possible via ACL to be visible or not freetext? From what I've read it seems not? We have two Feature Add-Ons available that provide this functionality. We have HideShow DynamicFields for OTRS 3.1 and up: http://www.otrs.com/en/software/otrs-help-desk/features/otrs-feature-add-ons/feature-add-on-hideshowdynamicfields/ and there's a similar package for OTRS 3.0 which handles free text fields. -- Mike ___ 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] Issues with Dynamic Fields
Hi, On Wed, Mar 20, 2013 at 4:21 PM, Jignesh Kakka (jkakka) jka...@cisco.comwrote: Let’s say we add a dynamic field called ticket_source in OTRS. Now while creating the ticket , there is no problem. But while getting the ticket, I have to modify my application source code to get/read this new Dynamic field from the response. Had it been name-value pair, it would have got populated in my map automatically. ** I still don't understand. How do you read the values? Can't you just read values from Dynamicfield_whatever as well? --' Mike ___ 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] Full name of agents
Hi, This is an interesting issue. I had a similar problem. In The Netherlands people have a middle name sometimes: First name: Louis Middle name: van Last name: Gaal The middle name belongs to the last name, you would say Mr Van Gaal but some systems store the middle name in a separate field. This is even required for governmental systems. In that case you can get trouble mapping the names to OTRS. It would be the best I think to use the full name function you mentioned, where you can map all fields you want, to create a Full Name field and include it so you can use it in all the places we now have ”UserFirstname UserLastname”. What do you think? Mike Op 5 apr. 2013 13:13 schreef Juan Manuel Clavero Almirón juanm.clav...@ibsalut.es het volgende: 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 ___ 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] Problem with IE 10 on Richtext
If you can not update OTRS, you have two options: - Disable the Rich Text editor in the SysConfig - Don't use IE10 I'm sorry for the few options you have here but the OTRS you use bundles a version of the editor component that does not completely support IE10. *Full* IE10 support for the editor you'll only find in OTRS 3.0.18, 3.1.13 (which contains CKEditor 3.6.4) or OTRS 3.2. On Tue, Apr 9, 2013 at 11:28 AM, Rocco Tocci rocco.to...@tbsit.com wrote: Hi guys, we are using version 3.0.10 - ITSM 3.0.6 on Win 2003. When using IE Ver.10 the richtext format are not editable, you know if there a workaround. Unfortunately I can not update OTRS 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 ___ 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] Owner First and Last name in CustomerTicketZoom.dtl
Hi Jan, You are probably asking this because if you enable 'owner' you'd only see the owner *login* name as opposed to the firstname / lastname which makes it not very usable right? [image: Inline image 1] whereas for the same ticket in the overview, if you enable it, you DO see firstname and lastname: [image: Inline image 2] This is a bug; and to answer your question, you'd first need to look up the user first and last name before you can use it in the DTL template. On Sat, Apr 20, 2013 at 5:44 PM, Jan Řežab ho...@rezab.eu wrote: Hi. How is possible add owner firstname and lastname into CustomerTicketZoom.dtl? I tried edit CustomerTicketZoom.pm, but without success. Thanks. Jan ___ 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 2013-04-22 08_06_45-MyTickets - Ticket - OTRS.png2013-04-22 08_02_47-20130411 - Zoom - Ticket - OTRS.png___ 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] Owner First and Last name in CustomerTicketZoom.dtl
Hi, I fixed it here; please check the code if you want to see how: https://github.com/OTRS/otrs/commit/0c394c6892152defb7def8d84e06b696c5ed18b9 On Mon, Apr 22, 2013 at 8:08 AM, Michiel Beijen michiel.bei...@gmail.comwrote: Hi Jan, You are probably asking this because if you enable 'owner' you'd only see the owner *login* name as opposed to the firstname / lastname which makes it not very usable right? [image: Inline image 1] whereas for the same ticket in the overview, if you enable it, you DO see firstname and lastname: [image: Inline image 2] This is a bug; and to answer your question, you'd first need to look up the user first and last name before you can use it in the DTL template. On Sat, Apr 20, 2013 at 5:44 PM, Jan Řežab ho...@rezab.eu wrote: Hi. How is possible add owner firstname and lastname into CustomerTicketZoom.dtl? I tried edit CustomerTicketZoom.pm, but without success. Thanks. Jan ___ 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 2013-04-22 08_06_45-MyTickets - Ticket - OTRS.png2013-04-22 08_02_47-20130411 - Zoom - Ticket - OTRS.png___ 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] Delete command for DB Object not working
Hi Jignesh, On Fri, Jun 28, 2013 at 7:11 AM, Jignesh Kakka (jkakka) jka...@cisco.com wrote: I am calling Do method of DBObject and passing this statement delete from customer_user where login = 'test123' this returns me 1 in response every time and when I pass select login from customer_user where login = 'test123' this also returns me 1 in response. Is this issue with otrs or is there some caching happening? Well the best way to find out is probably to check what you see in the database; but I doubt it'd be caching. Please write your code like this: return if !$Self-{DBObject}-Do( SQL = 'DELETE FROM customer_user WHERE login = ?', Bind = [ \$Login ], ); This should just work :D -- Mike ___ 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] Can an EventModule be used to auto mark system articles as read?
Sure, you can do that. Use ArticleFlagSet, and let the Event module run on ArticleCreate events. Let the module check for the correct article types first. Then mark it as 'seen': $Self-{TicketObject}-ArticleFlagSet( ArticleID = $ArticleID, Key = 'Seen', Value = 1, UserID = $UserID, ); On Wed, Jul 3, 2013 at 11:46 AM, Bogdan Iosif bogdan.io...@gmail.comwrote: Thanks for the reply, good point about new users. I'm thinking it can be resolved by using a ~lazy job that corrects their situation. Regardless, can I mark those system articles as read through an EventModule? -- I don't have a very firm position on the best approach for system articles. In our situation, agents REALLY don't want to see them. For AgentTicketZoom this was, fortunately, resolved by enabling filters and then each agent filtered out those system articles. This calmed them down but now they have a new complaint. They feel misled by the tickets-with-unread-articles counter from the main toolbar. They don't want it to take under account tickets that only have unread system articles. The best solution would be to mark system articles as read as they are created. I don't think it's worth your effort to not store auto-replies as articles because they can can be filtered out in AgentTicketZoom. Value would be added - at least in my situation - if you can somehow introduce the option to disregard system articles for unread counts. On Wed, Jul 3, 2013 at 12:18 PM, Michiel Beijen michiel.bei...@gmail.comwrote: Hi Bogdan, The tricky thing with the read flags is that they are on a per user basis - so the only possibility is to insert read flags for all users. And if you add a user later on, he'll still see all system articles as unread, for existing tickets. I understand the issue with the auto-replies marked as unread by default. I think I even do not like per se the fact that auto-replies are stored as articles; I think it would be good to have the possibility to directly send the autoreplies, marking them of course in ticket history, but not storing them as articles, what do you think? -- Mike On Wed, Jul 3, 2013 at 11:12 AM, Bogdan Iosif bogdan.io...@gmail.comwrote: Hi list, Is it possible to write an EventModule that would automatically mark as read system articles (OTRS auto replies, etc.) when such articles are created? /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 ___ 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 ___ 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] Can an EventModule be used to auto mark system articles as read?
As far as I know, if all articles are seen, the ticketflag will be also 'seen'. So if we mark the autoreply as 'seen' and the first article was already seen, you'd be fine. On Wed, Jul 3, 2013 at 5:53 AM, Bogdan Iosif bogdan.io...@gmail.com wrote: Great news! :) But the tricky part will be to determine if the parent ticket should also be marked as seen. No? Because the counter is computed based on TicketFlag. Not ArticleFlag. On Wed, Jul 3, 2013 at 12:51 PM, Michiel Beijen michiel.bei...@gmail.comwrote: Sure, you can do that. Use ArticleFlagSet, and let the Event module run on ArticleCreate events. Let the module check for the correct article types first. Then mark it as 'seen': $Self-{TicketObject}-ArticleFlagSet( ArticleID = $ArticleID, Key = 'Seen', Value = 1, UserID = $UserID, ); On Wed, Jul 3, 2013 at 11:46 AM, Bogdan Iosif bogdan.io...@gmail.comwrote: Thanks for the reply, good point about new users. I'm thinking it can be resolved by using a ~lazy job that corrects their situation. Regardless, can I mark those system articles as read through an EventModule? -- I don't have a very firm position on the best approach for system articles. In our situation, agents REALLY don't want to see them. For AgentTicketZoom this was, fortunately, resolved by enabling filters and then each agent filtered out those system articles. This calmed them down but now they have a new complaint. They feel misled by the tickets-with-unread-articles counter from the main toolbar. They don't want it to take under account tickets that only have unread system articles. The best solution would be to mark system articles as read as they are created. I don't think it's worth your effort to not store auto-replies as articles because they can can be filtered out in AgentTicketZoom. Value would be added - at least in my situation - if you can somehow introduce the option to disregard system articles for unread counts. On Wed, Jul 3, 2013 at 12:18 PM, Michiel Beijen michiel.bei...@gmail.com wrote: Hi Bogdan, The tricky thing with the read flags is that they are on a per user basis - so the only possibility is to insert read flags for all users. And if you add a user later on, he'll still see all system articles as unread, for existing tickets. I understand the issue with the auto-replies marked as unread by default. I think I even do not like per se the fact that auto-replies are stored as articles; I think it would be good to have the possibility to directly send the autoreplies, marking them of course in ticket history, but not storing them as articles, what do you think? -- Mike On Wed, Jul 3, 2013 at 11:12 AM, Bogdan Iosif bogdan.io...@gmail.comwrote: Hi list, Is it possible to write an EventModule that would automatically mark as read system articles (OTRS auto replies, etc.) when such articles are created? /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 ___ 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 ___ 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 ___ 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] Stability problems with OTRS on Windows
Hi Rocco, Yes, the instability is caused by mod_perl on Windows. If you want to move to IIS, and want to perform a manual installation, you can follow the installation instructions, which are in the Wiki: http://wiki.otterhub.org/index.php?title=Installation_on_Win2008_with_Microsoft_SQL_Server_and_IIS_7 -- Mike On Mon, Jul 29, 2013 at 10:57 AM, Rocco Tocci rocco.to...@tbsit.com wrote: Hi guys, I need your help. Use by about 1 year OTRS 3.0.10 on Windows 2003 with Apache/2.2.17 (Win32) mod_perl/2.0.4 Perl/v5.12.2 mod_apreq2-20090110/2.7.1. The daily workload is about 35 Agent connected that insert / process 200 tickets. With increasing workload in the course of these months, are becoming increasingly frequent crashes http.exe (about 20 per day) resulting in system instability (Carp.pm(line 590) call exit)). From the website of OTRS I saw that the new windows then install reads as follows: The Easiest way to quickly evaluate OTRS is to use Apache on Windows. However, some stability problems may occur, especially on larger environments. For enterprise customers Microsoft IIS Web Server is a good alternative. The instability is generated by mod_perl on Apache? Someone is in the same situation? Wanting to spend our OTRS 3.0.10 on IIS, you know show me the steps to follow? I thank all those who can help in this work. 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
Re: [dev] OTRS Suspiciously slow
Hi Mike, 08/08/2013 21:38 - McMahon Mike wrote: What is going on guys? Where can I start to look at this. It really seems to be the AgentTIcketQueue that causes the most problem (or any view that shows lots of tickets at once). If the queue view is the place where you see most performance problems, I suspect the main problem is actually in the configuration of your customer data source. What data source you use? LDAP? Can you try disabling the customer data source and opening the queue view again? -- Michiel ___ 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] Upgrading password hashes
Hi all ;-) I am really happy with the bcrypt password hashing mechanism that Martin and me added to OTRS 3.3. That said, one thing that is not so nice is that passwords which already exists are not upgraded. Of course, for upgrading we would need the plain password. So what we could do is, when a user logs in, compare the encryption mechanism of the password hash with the configured password mechanism in the configuration. If the mechanism is not the same, the pasword is set again but now with the new mechanism. I created a small patch for this, does it sound sane? If so, I'll send a pull request with the code. -- Mike ___ 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, I saw a requirement for having indexes on all tables for replication before; also as a need for replication, but on a different database than SQL Server. For Sean it would be possible to add indexes of identity columns to these tables (caveat: untested) ALTER TABLE [yourTable] ADD MyID INT IDENTITY(1,1) CONSTRAINT PK_My_Current_PK PRIMARY KEY CLUSTERED (MyID) This would enable SQL Server to do it's replication, and you'd be able to insert records after this. For OTRS in general, I think it might be great if for the upcoming OTRS version 3.4 all tables would have PK's with unique indexes and identity columns if needed, so these replication scenarios can be supported. @Martin would you be supportive of such a change? If the answer would be yes, maybe I can work on this with Sean. -- Mike On Thu, Apr 3, 2014 at 5:16 PM, Sean Killeen seankill...@gmail.com wrote: Martin, Regarding your closing of the bug report as a feature request, I'm not sure it necessarily has to be that way. It is only a small subset of T-SQL Commands that are not supported in SQL Azure. The list: http://msdn.microsoft.com/library/azure/ee336250.aspx The elements that are not supported strike me as elements that OTRS would likely not be using (though of course, being new, it would take me a little while to confirm that.) Thanks for the continued discussion consideration, -- Sean On Thu, Apr 3, 2014 at 11:09 AM, Sean Killeen seankill...@gmail.com wrote: Ah-ha! No sooner did I send that message than I stumbled upon the real reason: Why Do I Need a Clustered Index? (http://blogs.msdn.com/b/sqlazure/archive/2010/05/12/10011257.aspx) SQL Azure requires clustered indexes for our replication technology. At any one time, we are keeping three replicas of data running – one primary replica and two secondary replicas. We use a quorum based commit scheme where data is written to the primary and one secondary replica before we consider the transaction committed. -- Sean On Thu, Apr 3, 2014 at 11:08 AM, Sean Killeen seankill...@gmail.com wrote: Hi Martin, Thanks for the response. The best documentation I've been able to find so far: http://msdn.microsoft.com/library/azure/ee336275.aspx. If a table is created without a clustered constraint, a clustered index must be created before an insert operation is allowed on the table. It appears that SQL azure will create the tables, but will assume that you'll perform additional design on them before inserting data, which is why it doesn't throw on create. It only throws the error when you attempt to store data in a table without a clustered index of any kind. From a conceptual perspective I agree with you -- I would have never thought to put a primary key on tables like those that I listed either; they do not seem to require one. My guess (which is all I have at this point as I research further) is that Azure needs a clustered index because it is looking for us to tell it how to best store the data, for efficiency reasons. -- Sean On Thu, Apr 3, 2014 at 10:13 AM, Martin Gruner martin.gru...@otrs.com wrote: Hello Sean, thanks a lot for your mail and your willingness to help out here. For now I'd like to ask how it could be that SQL Azure does create the tables but then fails on running INSERT statements. That doesn't seem right to me. Can you provide a link to some documentation on this? These are all tables where we don't need a primary key, that's why they don't have one. Regards, mg Am 29.03.14 02:50, schrieb Sean Killeen: *Summary: *I'd like to alter some DB scripts to add clustered indexes so they work better for MSSQL (and work at all for SQL Azure). How should I go about this? Hi all, New to contributing to OTRS and to the dev mailing list so please forgive me if I stumble around a bit. *Background / Issue* I wanted to set up OTRS on Azure using a SQL Azure database back-end, so I thought I'd play around a bit. SQL Azure apparently chokes when confronted with tables that don't have any clustered indexes. Womp womp. As of v3.3.5, the setup script for OTRS apparently creates 33 tables without clustered indexes or primary keys (the list in full is at the end of this post). This leads to inoperability and a ton of errors in the log when attempting to use OTRS with SQL Azure. *What I'd like to do about it * * * I'd like to help out with this and submit a pull request for the MSSQL setup to deal with this (as well as make things a little more snappy for MSSQL users). Was hoping to start this out as a Github issue, but I don't believe Issues are enabled for the otrs/otrs project. However, I'm as of yet completely unfamiliar with the data structure, so I would be guessing at best here and I don't think that's wise. :) Is there a solid reference point for the database architecture available that I could reference to deduce where
Re: [dev] CMDB - authorization for Agents
Hi Rocci, this is not a standard feature. More multi-tenancy in OTRS would be great though. The only current framework possibility you'd have is to restrict access based on CMDB classes. -- Michiel On Mon, Jul 28, 2014 at 2:10 PM, Rocco Tocci rocco.to...@tbsit.com wrote: Good day to all, Are you aware if there are any plugins or extensions, eventually also for a fee, that allow to authorize the view of the CMDB for Agents? In this particular case I need to profile the agents according to the Configuration Item associated with a Customer Company. For example, Agent1 is enabled in RW only on CI associated with the CustomerCompany1 and not on the CIs associated with other CustomerCompany Thanks Rocco Tocci --- Questa e-mail è priva di virus e malware perché è attiva la protezione avast! Antivirus. http://www.avast.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 ___ 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] CMDB - authorization for Agents
Hi Rocco, I'm not aware of any package that is available for free and adds the capability to the customer interface to link ci's to tickets. This functionality would be really useful though. -- Michiel On Fri, Aug 1, 2014 at 10:10 AM, Rocco Tocci rocco.to...@tbsit.com wrote: Thanks Michiel, as usual your responses are quick and decisive. In some cases, the definition of new classes associated with an ad hoc group can solve my functional requirement. Michiel, I ask you if know a free package that allow ,in the customer interface ticket, to link the CIs associated with the customer? Something similar add-on CI-Assignment but free? Thanks Rocco Il 28/07/2014 21.32, Michiel Beijen ha scritto: Hi Rocci, this is not a standard feature. More multi-tenancy in OTRS would be great though. The only current framework possibility you'd have is to restrict access based on CMDB classes. -- Michiel On Mon, Jul 28, 2014 at 2:10 PM, Rocco Tocci rocco.to...@tbsit.com wrote: Good day to all, Are you aware if there are any plugins or extensions, eventually also for a fee, that allow to authorize the view of the CMDB for Agents? In this particular case I need to profile the agents according to the Configuration Item associated with a Customer Company. For example, Agent1 is enabled in RW only on CI associated with the CustomerCompany1 and not on the CIs associated with other CustomerCompany Thanks Rocco Tocci --- Questa e-mail è priva di virus e malware perché è attiva la protezione avast! Antivirus. http://www.avast.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 ___ 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 -- Rocco Tocci Application Architect Strada Prov. 1 BariModugno n. 4 70123 Bari Italy Tel. +39 0803855483 TBS IT – Telematic Biomedical Services Srl a socio unico Sede Legale : Via Giacinto Gallina, 4 – 34122 Trieste Tel. 040 - 92291 Sede Operativa : Via Francesco Bettini, 13 – 06034 Foligno Tel. 0742- 32661 C.F., P.IVA e Registro Imprese (TS) : 01165260322 Cap.Soc. € 8.000.000,00 i.v. una società di TBS Group SpA Ai sensi del D.Lgs. 196/2003 e della normativa internazionale, vi informiamo che questo messaggio è riservato esclusivamente al destinatario. Se esso vi fosse pervenuto per errore, vi invitiamo a eliminarlo immediatamente e a darcene comunicazione. Grazie. According to the Italian and international laws in force, we inform you that this message is reserved only for the addressee. If you are not the addressee, please delete it immediately and notify us. Thank you. P Per favore, pensa all'ambiente prima di stampare questo messaggio. Please, consider the environment before printing this e-mail. -- http://www.avast.com/ Questa e-mail è priva di virus e malware perché è attiva la protezione avast! Antivirus http://www.avast.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 ___ 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] JavaScriptError: Cannot call method 'Init' of undefined
Hi David, On Wed, Apr 8, 2015 at 9:24 PM, David Boyes dbo...@sinenomine.net wrote: I have some updates that eliminate most of the local filesystem references, but it would take some updating to get to the current release. I took the approach of referencing blobs in a database table and adding a version number column so that I can request the most current blob, then execute it. Would that be something useful? Which ' local file system' references are you talking about? There are just a few places where OTRS uses local file systems (session storage, attachments, VirtualFS which is used by Change Management) and all these also have options to use a database backend. Apart from that, there is the loader cache for which there is the '--generate' option now. There is also the SysConfig which is stored in a file on disk. Did you store the minified JS and CSS files in the database? And the SysConfig values? that's nice but it might be a little bit over-engineered. Also, the vast majority of OTRS users will not need clustered setups, and will use vertical scaling - bigger machines - or maybe break out the database server to a separate machine, and avoid all headaches that come with multiple master nodes. -- Michiel ___ 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] Python REST API Client for OTRS
Hi Suneel, On Thu, Sep 24, 2015 at 8:23 AM, mvs babuwrote: > > I am new to OTRS dev and we are using OTRS4. Please help me where can we get > python REST API client. You could take a look at https://github.com/ewsterrenburg/python-otrs -- Michiel ___ 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] Python REST API Client for OTRS
Hi Suneel, I thought your objective would be to write some python code to interact with OTRS. If you write python code, the transport (SOAP vs REST) would not matter, right? As long as you can create / update tickets? At the moment there are no API's for Customer Data exposed via the Generic Interface SOAP and REST. If you'd need access to that via web services you'd need to implement the GenericInterface operations in OTRS yourself first. An alternative might be to leverage the 'old' rpc-interface. You can find a sample for using it here: https://wiki.rz.fh-schmalkalden.de/otrs-soap-python (in German, but code is code and Google Translate) If you'd use that you can leverage the full OTRS API, low level but it works: http://otrs.github.io/doc/api/otrs/stable/Perl/index.html -- Michiel On Fri, Sep 25, 2015 at 2:37 PM, mvs babuwrote: > Hi Michiel, > > The below URL provided is for SOAP, but I need a python client for REST. > > https://github.com/ewsterrenburg/python-otrs > > And it has only SessionCreate, TicketCreate, TicketUpdate, TicketSearch and > TIcketGet APIs, I need customer related APIs. > > Thank you, > Suneel Mallela > > From: mvs babu > Sent: Thursday, September 24, 2015 11:56 AM > To: dev@otrs.org > > Hi All, > > I am new to OTRS dev and we are using OTRS4. Please help me where can we get > python REST API client. > > Thank you, > Suneel Mallela > > > ___ > 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