I would have a dedicated information in the ticket in order to easly recognize expensive or cost free tickets so just a note is not enough. Anyway I'm also interested in the information exchange between front-end and back-end using the html interface. Is there only the BuildSelection to do it?
Thanks in advance, Valerio P.s.: I'm not really sure this is the right way to reply to a message. I hope I don't create confusion. 2010/2/3 <dev-requ...@otrs.org> > Send dev mailing list submissions to > dev@otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.otrs.org/cgi-bin/listinfo/dev > or, via email, send a message with subject or body 'help' to > dev-requ...@otrs.org > > You can reach the person managing the list at > dev-ow...@otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of dev digest..." > > > Today's Topics: > > 1. How to use BuildSelection and giving data to backend > (valerio cacciatore) > 2. RE : How to use BuildSelection and giving data to backend > (LEBLANC Bastien (EXT CAP GEMINI)) > 3. Re: how to connect the services to Queues - problem is > resloved (ramana) > 4. RE : LDAP connection not always necessary? > (LEBLANC Bastien (EXT CAP GEMINI)) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Tue, 2 Feb 2010 22:20:30 +0100 > From: valerio cacciatore <cacciatore.vale...@gmail.com> > Subject: [dev] How to use BuildSelection and giving data to backend > To: dev@otrs.org > Message-ID: > <8159247b1002021320r5492e321y8377917b3de47...@mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Dear All, > this is the second time I'm writing you and I have to thanks you for the > answers you gave me with my first question. > Now I have the following problem. > > I would create a module in which an agent can select a ticket (among his > tickets), then adding a couple of field (e.g. ticket cost and ticket > covered > by warranty) and save the ticket. > But... let's start from the easy things: > I'm looking for a simple way to make a choice in the frontend (using a > multi-choice menu), giving this info to the backend and performing some > actions/query on DB. > I was trying to use the BuildSelection function in the AgentModule.pm but I > was not successful. > Can someone explain me how to use this function? Is there an easy example > ready? > > My first approach has been to use a button in the frontend and try to call > another AgentXXX.pm module to introduce more info in the frontend, but I > received a message saying the module was not registered in Config.pm. > > I'm so confused ... :-S > > Thanks for help! > > Valerio > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: < > http://lists.otrs.org/pipermail/dev/attachments/20100202/3b9df3a3/attachment-0001.html > > > > ------------------------------ > > Message: 2 > Date: Wed, 3 Feb 2010 09:35:12 +0100 > From: "LEBLANC Bastien (EXT CAP GEMINI)" > <ext.cap-gemini.lebl...@sncf.fr> > Subject: [dev] RE : How to use BuildSelection and giving data to > backend > To: "Development community of OTRS.org" <dev@otrs.org> > Message-ID: > < > 143515c268fd404c9d568972adc198ae04df0...@se3p17bic38.commun.ad.sncf.fr> > > Content-Type: text/plain; charset="iso-8859-1" > > Hi, > > Could you simply use freetext field to achieve what you want? > > 1) add freetext (like ticket covered by warranty) > 2) to do "select a ticket (among his tickets), then adding a couple of > field (e.g. ticket cost and ticket covered by warranty) and save the ticket. > " > the agent could simply select ticket, click on "free field", and save the > changes? > > PS: "message saying the module was not registered in Config.pm." ==> I > think you need to add info in the system config to register module > > Bastien > > -----Message d'origine----- > De : dev-boun...@otrs.org [mailto:dev-boun...@otrs.org] De la part de > valerio cacciatore > Envoy? : mardi 2 f?vrier 2010 22:21 > ? : dev@otrs.org > Objet : [dev] How to use BuildSelection and giving data to backend > > > Dear All, > this is the second time I'm writing you and I have to thanks you for the > answers you gave me with my first question. > Now I have the following problem. > > I would create a module in which an agent can select a ticket (among his > tickets), then adding a couple of field (e.g. ticket cost and ticket covered > by warranty) and save the ticket. > But... let's start from the easy things: > I'm looking for a simple way to make a choice in the frontend (using a > multi-choice menu), giving this info to the backend and performing some > actions/query on DB. > I was trying to use the BuildSelection function in the AgentModule.pm but I > was not successful. > Can someone explain me how to use this function? Is there an easy example > ready? > > My first approach has been to use a button in the frontend and try to call > another AgentXXX.pm module to introduce more info in the frontend, but I > received a message saying the module was not registered in Config.pm. > > I'm so confused ... :-S > > Thanks for help! > > Valerio > ------- > Ce message et toutes les pi?ces jointes sont ?tablis ? l'intention > exclusive de ses destinataires et sont confidentiels. L'int?grit? de ce > message n'?tant pas assur?e sur Internet, la SNCF ne peut ?tre tenue > responsable des alt?rations qui pourraient se produire sur son contenu. > Toute publication, utilisation, reproduction, ou diffusion, m?me partielle, > non autoris?e pr?alablement par la SNCF, est strictement interdite. Si vous > n'?tes pas le destinataire de ce message, merci d'en avertir imm?diatement > l'exp?diteur et de le d?truire. > ------- > This message and any attachments are intended solely for the addressees and > are confidential. SNCF may not be held responsible for their contents whose > accuracy and completeness cannot be guaranteed over the Internet. > Unauthorized use, disclosure, distribution, copying, or any part thereof is > strictly prohibited. If you are not the intended recipient of this message, > please notify the sender immediately and delete it. > > > > ------------------------------ > > Message: 3 > Date: Wed, 03 Feb 2010 15:24:15 +0530 > From: ramana <fedora.ram...@gmail.com> > Subject: Re: [dev] how to connect the services to Queues - problem is > resloved > To: dev@otrs.org, Nils Leideck - ITSM <nils.leid...@leidex.net>, > "User questions and discussions about OTRS." <o...@otrs.org> > Message-ID: <4b6947c7.7000...@gmail.com> > Content-Type: text/plain; charset=ISO-8859-1; format=flowed > > Hi Every One, > > The below given example i wrote the ACL like this. > Now my problem is resolved. > > Can we able to write this Code into too shot. > > # ----------------------------------------------------------------------- > # start of ACL configurations > # ----------------------------------------------------------------------- > > $Self->{TicketAcl}->{'ACL-Customer-Services'} = { > Properties => {Frontend => {Action => > ['CustomerTicketMessage']}, }, > # hide the service's for Queues > PossibleNot => {Ticket => { Service => > ['[RegExp]::','[RegExp]^*']} } }; > > > $Self->{TicketAcl}->{'ACL-Name-1'} = { > # match properties > Properties => { > > Queue => { Name => ['[RegExp]^Network'] }, > }, > > PossibleNot => { > Ticket => { Service => ['[RegExp]::','[RegExp]^AnitVirus', > '[RegExp]^Network problem', > '[RegExp]^VPN problem', > '[RegExp]^Link-Problem'], > }, > }, > }; > > $Self->{TicketAcl}->{'ACL-Name-2'} = { > # match properties > Properties => { > > Queue => { Name => ['[RegExp]^Desktop'] }, > }, > > PossibleNot => { > Ticket => { Service => ['[RegExp]::', > '[RegExp]^PCnotBooting', > '[RegExp]^MotherBoardProblem', > '[RegExp]^Ram Problem', > ], > }, > }, > }; > > # ----------------------------------------------------------------------- > # end of ACL configurations > # ----------------------------------------------------------------------- > > > ramana wrote: > > Hi all, > > > > Guys, is there a way to connect Services to the Queues and not to > > Customer > > > > Kindly help me on this below example if any solution. > > provide the code for this Example. > > > > > > Here i have create two Queues and Six services, three are Network > > related and remaining three are Desktop related. > > > > Question: When customer is selecting the Network Queue they should be > > able to see only 3 Network services. > > Desktop Queue they should be > > able to see only 3 Desktop services. > > > > > > Queues : 1) Network 2) Desktop > > Services a) Network problem a) > > PC not Booting > > b) VPN problem b) > > Mother Board Problem > > c) Link-Problem c) > > Ram Problem > > > > > > Kindly help me on this above example if any solution. > > provide the code for this Example. > > > > > > Thanks & Regards, > > Ramana > > > > > > > > > > > > ------------------------------ > > Message: 4 > Date: Wed, 3 Feb 2010 11:08:37 +0100 > From: "LEBLANC Bastien (EXT CAP GEMINI)" > <ext.cap-gemini.lebl...@sncf.fr> > Subject: [dev] RE : LDAP connection not always necessary? > To: "Development community of OTRS.org" <dev@otrs.org> > Message-ID: > < > 143515c268fd404c9d568972adc198ae04df0...@se3p17bic38.commun.ad.sncf.fr> > > Content-Type: text/plain; charset="iso-8859-1" > > Hi, > > Thanks for your answer, I filled a bug: > http://bugs.otrs.org/show_bug.cgi?id=4874 > > CacheTTL doesn't solve our problem, because it reduces LDAP queries, but > doesn't avoid LDAP connection. > > > Bastien > > > -----Message d'origine----- > De : dev-boun...@otrs.org [mailto:dev-boun...@otrs.org] De la part > de Nils Leideck - ITSM > Envoy? : jeudi 28 janvier 2010 00:48 > ? : Development community of OTRS.org > Objet : Re: [dev] LDAP connection not always necessary? > > > Hi, > > On 27.01.2010, at 15:46, EXT / CAP GEMINI LEBLANC Bastien wrote: > > > I notice that at each access on OTRS (each page), an LDAP > connection is made, even if it is not necessary (to get Customer Data). > Do you think I should fill a bug, to be able to connect to > the LDAP only if necessary (if the data is not cached)? > Feel free to ask any details, I'll be glad to help on > solving this issue > > > > If you feel this is a bug then PLEASE open a bug report for that > issue on bugs.otrs.com !!! > Highly apprechiated and welcome !!! > > In the meantime the CacheTTL param (Config.pm or SysConfig) could > help you to reduce the LDAP quesries. > > > > > Nils Leideck > > -- > Nils Leideck > Senior Consultant > > nils.leid...@leidex.net > nils.leid...@otrs.com > > > > http://webint.cryptonode.de <http://webint.cryptonode.de> / a > Fractal project > > CU @ CeBIT 2010 in Hannover, Germany <http://www.cebit.de> and get > to know more about OTRS > at booth no. C37 in hall 2 from March 2-6, 2010! > > > > > > > > > ------- > Ce message et toutes les pi?ces jointes sont ?tablis ? l'intention > exclusive de ses destinataires et sont confidentiels. L'int?grit? de ce > message n'?tant pas assur?e sur Internet, la SNCF ne peut ?tre tenue > responsable des alt?rations qui pourraient se produire sur son contenu. > Toute publication, utilisation, reproduction, ou diffusion, m?me partielle, > non autoris?e pr?alablement par la SNCF, est strictement interdite. Si vous > n'?tes pas le destinataire de ce message, merci d'en avertir imm?diatement > l'exp?diteur et de le d?truire. > ------- > This message and any attachments are intended solely for the addressees and > are confidential. SNCF may not be held responsible for their contents whose > accuracy and completeness cannot be guaranteed over the Internet. > Unauthorized use, disclosure, distribution, copying, or any part thereof is > strictly prohibited. If you are not the intended recipient of this message, > please notify the sender immediately and delete it. > -------------- next part -------------- > An HTML attachment was scrubbed... > URL: < > http://lists.otrs.org/pipermail/dev/attachments/20100203/d4a2a745/attachment-0001.html > > > > ------------------------------ > > --------------------------------------------------------------------- > 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/ > > End of dev Digest, Vol 79, Issue 2 > ********************************** >
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