[dev] problem with AgentTicketEmail.pm

Hello, I’m having a weird problem with AgentTicketEmail.pm: I realized that it didn’t work, because it didn’t create any ticket nor article, but it wouldn’t show any error message (it was not a pop-up problem, it didn’t work even on a non-blocker browser). I installed OTRS 3.0.10 and ITSM

[dev] translating FAQ on new note

Hello, I’ve been customizing the translation to our business need, using lang_Custom We use the FAQ module and the words Symptom, Problem and Solution are correctly translated, and they show in our language in the screen. But, when I click the “Insert Text|Link|Both” button, the inserted text in

[dev] Convert a SQL script to SOPM DatabaseInstall

Hi, I’m developing an OTRS Module which creates a database table and modifies some others (a custom statistics module, just adding some control information and data so I don’t have to redo every calculation). I’ve developed it in my DEVELOPMENT environment and now I want to make a package to

Re: [dev] Language Code and ISO 639

Hey, thanks! I didn't saw the change in 3.1. I'm afraid we have some development done in 3.0 and we still have to study the upgrade requirements, but I've upgraded 'ca' language files and Framework-Core-DefaultLanguages in DEV environment and it solved our problems. And about the translation, I

[dev] Migrating free text 3.0 to dynamic fields 3.1

Hi all, although OTRS 3.1 has been out for some time, I’ve started looking into it this week, in order to safe upgrade our systems. Currently, we are using 2 freetext fields to store the current location of the customer: one for the building and the other for the location inside this building.

Re: [dev] Migrating free text 3.0 to dynamic fields 3.1

Hi all, I'm afraid I asked after reading the code, but before really trying it. My first attempt was on a freshly installed test-environment OTRS-3.1.5. I dumped my dev-OTRS-3.0 ticket data in this 3.1-dev and THEN made the upgrade as explained in UPGRADING, step 8. And it didn't go well, of

[dev] encoding problem retreving from DB

Hi all, In our OTRS-3.0 system, the bosses wanted some extra states, so they entered them through the SysAdmin interface… in Spanish, with special characters. Then they asked me to made a modification in AgentTicketZoom that it would show a special box if the state was a specific one, something

[dev] UTF8 characters in Article Body in TicketGet Response

Hi all, I’m learning how to use Web Services in OTRS. One function that we may need is Get ticket info WITH all articles. So I’ve managed to create a new web service with Ticket::TicketGet controller. I’ve succesfully got basic ticket data (queue, type and such). But, when I add

[dev] next ticket button in AgentTicketZoom

Hello, We are thinking of adding “next”|“back” buttons in AgentTicketZoom that would go to the next|previous ticket in the last search of the Agent, if the current ticket appears in that search. Has anyone tried something similar? Anyone has any suggestion as to how to proceed? Kind regards,

[dev] small typo in documentation

Hi all, I've found a small error in admin documentation. I tried to correct in the csv, but I didn't remember I was using anon access. So what should I do: report it here? report it as a bug? publish the diff? Kind regards, Juan Clavero ___ OTRS

[dev] Unicode sorting

Hi all, since OTRS 3.1, OTRS works internally with Unicode Strings but leaves character sorting to basic perl 'cmp', which is not really unicode aware... as explained in Perl Unicode Cookbook [http://www.perl.com/pub/2012/06/perlunicook-case--and-accent-insensitive-sorting.html], I think it

Re: [dev] Unicode sorting

in perlop documentation (http://perldoc.perl.org/perlop.html): Binary cmp returns -1, 0, or 1 depending on whether the left argument is stringwise less than, equal to, or greater than the right argument. lt, le, ge, gt and cmp use the collation (sort) order specified by the

[dev] QueuePreferences

Hi all, We want to add custom information about queues and I am testing to add it as Queue Preferences. I am using OTRS 3.1.8 I’ve done a silly script that adds a UserComment to a Queue (as in the API) and then retrieves this UserComment, as follows:

Re: [dev] Info in Dashboard

Hi Rocco, I remember a package called something like My Tickets that added a dashboard module with exactly that, your tickets... but seems opar.perl-services.de is down, so I can't search it now... maybe if you try later... Kind regards, Juan Clavero -Mensaje original- Date: Thu, 29

[dev] AgentTicketPrint to send an email

Hi all, We want to send an email when there is an update in Dynamic Field called External. This email should have as much info as possible. I've succesfully created an event listener that gets called upon TicketDynamicFieldUpdate_External. I was thinking that a perfect body for this email

[dev] perldoc MasterSlave

Hi all, Perldoc of Kernel/System/MasterSlave.pm states: Kernel::System::MasterSlave - to handle all ticket master slave tasks ... SYNOPSIS All functions to handle ticket master slave tasks ... PUBLIC INTERFACE new() create an object

[dev] Full name of agents

Hi all, In several countries in the world (among them, Spain), people have a first name (simple or compound) and _two_ family names (one for each parent)... there are all sort of variations according to family tradition and nobility, and lately due to different forms of family. Now I've been

[dev] Article Storage collisions

Hi all, I've found a collision problem in the ArticleStorageInit sub of Kernel::System::Ticket::ArticleStorageFS due to an improper creation of $PermissionCheckDirectory. I'm on OTRS 3.1.8 (I know, I should upgrade, we're working on that) First, the log message (which I think should be error

Re: [dev] Article Storage collisions

Hi all, I'm sorry, I wanted to say that since octobre 2012 I've found like 4_500 events Atentamente, Juan Clavero ___ Oficina de Tecnologies de la Informació i Comunicació IB-SALUT Telf. 971 426 530 ext. 3127 De: Juan Manuel Clavero Almirón Enviado el

[dev] Linking expansion modules

Hi all, I'm about to engage in the custom-code migration from OTRS 3.1 to OTRS 5. I've been reading the developers manual and I'm intrigued by the module-tools/link.pl script. As I understand it, its purpose is to replace the Kernel modules by the custom ones. Is it so? If this is correct,

[dev] weird problem with INC in GenericInterface modules

Hi all, I'm having a weird problem with INC when I try to compile a GenericInterface module. I have to make an Invoker and I've been playing with the Test invoker. OTRS gave errors and I tried to compile with perl and gives the following error. $ perl -I /opt/otrs/ -c