from:"Bogdan Iosif"

Re: [dev] Privacy bug leads to internal notes being sent to customers. Confirmation?

2015-09-25 Thread Bogdan Iosif

Michiel, thanks for the reply.

I understand that the tag is currently used as is and so it could be a
problem if it chances.

Even so, I believe there's a strong argument for incoherence/bug with the
way it works now. A notification that is designed to be recorded in history
as Send>Customer<Notification has access to internal notes which
are by design NOT for customers. It's reasonable to believe there are more
OTRS users who would be unhappy about their internal notes being exposed to
customers than those who are happy with that. I can tell you that my
support people entered panic mode when they found out about it and
immediately halted all customer notifications.

One way forward would be to introduce a new tag, as you suggested.

I propose an alternative: make the current tag ignore internal notes if
"Notification article type" is "email-notification>ext<---". I think
the field is not used for any other decision from what I saw in code.

It's easy to implement and would still allow all behaviors.

/bogdan

On 25 September 2015 at 00:01, Michiel Beijen <michiel.bei...@gmail.com>
wrote:

> Hi Iosif,
>
> The AGENT ARTICLE is simply documented as the last article the agent
> saved in the ticket. Whether this is internal or external does not
> matter.
> I know organisations that use 'internal notes' to close the ticket and
> set up an event based notifications to push these notes out to
> customers.
>
> If you don't want to send the last Agent Article to the customer then
> don't use the tag.
> It's more or less similar to not use the tag 
> if you don't want to send out the password to your database in
> notifications!
>
> Of course, I can understand it if you'd need a tag to
> LAST_ARTICLE_AGENT_SENT_TO_CUSTOMER or similar :D but that's a
> different story - and currently not available out of the box in OTRS.
>
> --
> Michiel
>
> On Wed, Sep 23, 2015 at 12:22 PM, Bogdan Iosif <bogdan.io...@gmail.com>
> wrote:
> > Hi,
> >
> > I use OTRS 3.3.7 but from what I saw on github the problem is also
> present
> > in 4.x.
> >
> > Problem: When an event notification (ADMIN->Notifications (Event)) with
> > <OTRS_AGENT_BODY[10]> in its text is fired, if the latest article added
> by
> > an agent is an internal note, then the body of the generated notification
> > email will contain the first 10 lines of the internal note.
> >
> > Seeing how these notifications are registered in history as
> > SendCustomerNotification, then it's very debatable they should have
> access
> > to internal notes at all.
> >
> > Repro steps:
> > 1. Configure an event notification triggered when ticket state is
> changed,
> > to be sent to the customer or an arbitrary email address, with article
> body
> > containing <OTRS_AGENT_BODY[10]>
> > 2. Customer posts a new ticket (state is "new")
> > 3. Agent posts an internal note (state is not changed)
> > 4. Customer adds an article to the ticket and changes the state from
> "new"
> > to "open" => email notification is sent to customer containing lines from
> > the internal note
> >
> > Is the problem correctly identified? Is there a workaround?
> >
> > /bogdan
> >
> > P.S: Here is the relevant code from v3.3.7,
> > Kernel\System\Ticket\Event\NotificationEvent.pm, line 725:
> >
> > All articles are retrieved in @ArticleBoxAgent and then the latest one
> sent
> > by an agent is taken in %ArticleAgent, regardless of whether or not it's
> an
> > internal note.
> >
> > # latest customer and agent article
> > my @ArticleBoxAgent = $Self->{TicketObject}->ArticleGet(
> > TicketID  => $Param{TicketID},
> > UserID=> $Param{UserID},
> > DynamicFields => 0,
> > );
> > my %ArticleAgent;
> > for my $Article ( reverse @ArticleBoxAgent ) {
> > next if $Article->{SenderType} ne 'agent';
> > %ArticleAgent = %{$Article};
> > last;
> > }
> >
> >
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[dev] Privacy bug leads to internal notes being sent to customers. Confirmation?

2015-09-23 Thread Bogdan Iosif

Hi,

I use OTRS 3.3.7 but from what I saw on github the problem is also present
in 4.x.

Problem: When an event notification (ADMIN->Notifications (Event)) with
 in its text is fired, if the latest article added by
an agent is an internal note, then the body of the generated notification
email will contain the first 10 lines of the internal note.

Seeing how these notifications are registered in history as
SendCustomerNotification, then it's very debatable they should have access
to internal notes at all.

Repro steps:
1. Configure an event notification triggered when ticket state is changed,
to be sent to the customer or an arbitrary email address, with article body
containing 
2. Customer posts a new ticket (state is "new")
3. Agent posts an internal note (state is not changed)
4. Customer adds an article to the ticket and changes the state from "new"
to "open" => email notification is sent to customer containing lines from
the internal note

Is the problem correctly identified? Is there a workaround?

/bogdan

P.S: Here is the relevant code from v3.3.7,
Kernel\System\Ticket\Event\NotificationEvent.pm, line 725:

All articles are retrieved in @ArticleBoxAgent and then the latest one sent
by an agent is taken in %ArticleAgent, regardless of whether or not it's an
internal note.

# latest customer and agent article
my @ArticleBoxAgent = $Self->{TicketObject}->ArticleGet(
TicketID  => $Param{TicketID},
UserID=> $Param{UserID},
DynamicFields => 0,
);
my %ArticleAgent;
for my $Article ( reverse @ArticleBoxAgent ) {
next if $Article->{SenderType} ne 'agent';
%ArticleAgent = %{$Article};
last;
}
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[dev] Enabling built-in debug messages

2015-07-24 Thread Bogdan Iosif

Hi,

The Internet led me to believe all built-in debug messages are controlled
via $Self-{Debug} in Config.pm. However, it seems that all this does is
enable debug messages for setting load (which are written in Apache
error_log and NOT to OTRS log file / syslog).

I needed to enable built-in debug messages from Ticket.pm (e.g. for ACL
debugging). The best way I found is to set my $Debug in customer.pl /
index.pl / etc.

QUESTION_1: Is there a better way? I hate editing customer.pl / index.pl.

It seems OTRS has no central control for all built-in debug messages.
Instead, there are dedicated controls for various subsets of messages.
Besides those mentioned above, it seems there's separate control for web
service debugging, frontend debugging, language debugging, etc.

QUESTION_2: Is there a summary list of all these control points for
enabling built-in debug messages?

/bogdan

P.S: In case any other lost soul is wondering why they can't see any debug
messages in /var/log/messages, beware that by default they are filtered out
by syslog. You need to either switch to logging to file (from OTRS) or
reconfigure your syslog installation.
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Re: [dev] Integrating OTRS with another System

2014-01-17 Thread Bogdan Iosif

Hi,

I'm pretty sure this doesn't belong on the dev mailing list because you
don't intend to make changes to OTRS/ITSM code or create extensions for it,
you just need to use it in a more advanced scenario.

Beware I assume you've succeeded in showing a dynamic field as an URL
containing the TicketID (beware that the TicketID is the one visible in URL
when zoom-viewing a ticket in agent's interface, and it's different from
the TicketNumber, the one that looks like Ticket#2014)

Let's say the agent clicks on this URL and jumps to the other system. When
this action occurs you have no server side event in OTRS that could trigger
a web service call behind the scenes, towards the other system, that would
transfer ticket details.

I would instead rely on the other-system to call a web service from OTRS
(implementing the TicketGet method) when it's accessed via OTRS' agent
interface URL. Your other system receives the TicketID through the URL so
that's good but then you get into authentication and authorization issues.
I'm not aware of OTRS implementing any support for single sign on so you'll
need to store OTRS user/passwords (you'll need them during OTRS web service
calls) in your other system, for each other-system-user. You could use a
single admin-level OTRS credential to access OTRS but then you'll enter a
whole other mess by having to duplicate authorization logic, etc.

So, if you can somehow solve this security problem then you have the
following basic workflow:
1. agent clicks URL for the other system in OTRS ticket zoom view
2. URL jumps him to the other system
3. while processing the URL, the other system gets OTRS TicketID from the
URL and then uses magic to authenticate and call an OTRS web service, from
which it gets all the ticket details it needs via TicketGet method
4. the other system allows the agent to perform chats, etc.
5. when the agent is done using the other system, the other system again
calls an OTRS web service to send back to OTRS additional ticket data via
the TicketUpdate method
6. happy 2015!

If you are in a hurry to carry out this integration and do not have decent
Perl knowledge and some familiarity with OTRS source code then you need to
strongly consider that it will take you a LONG time to get it to work. You
can try cutting corners by doing a DB-level integration but any mistake
there will cost you dearly.

/bogdan




On Fri, Jan 17, 2014 at 10:53 AM, Wissam Abou Rjeily 
wissam.abou-rje...@ncc-solutions.com wrote:

   Hello,

  I want to integrate OTRS with another System which is responsible of
 remote support.
 First, I’ve installed OTRS 3.3.3 with all the ITSM modules and it is
 running perfect with a mySQL database.

  Here is the scenario:

1. Adding a field to the Tickets (or Change or Problem or Incident) in
OTRS. The field, when clicked, will be passing the Ticket’s ID to the
remote support system and will redirect the user to the other remote system
(using a Link to the remote support system).
2. After connecting with the remote support system, the user will be
able to chat with the help desk employee (using an interface of that remote
support system which will be opened directly after clicking on the field
added to the ticket in 1).
3. At the end of the remote support session, the chat script between
the 2 parties should be returned to OTRS and included and saved in the
Ticket (or problem or change).

 I started planning for the integration and thought of the following steps
 which could be helpful for the integration:

1. Adding a Dynamic Field with value Text and Default value = ‚Link to
be used to open the support session with the other remote support system‘
2. Adding an Outgoing Web Service on OTRS which will be containing the
data about the Ticket (ID, notes, Details, Prio, etc…)
3. At the remote support system, I have the ability to store the
Ticket ID in an External ID field. That could be getting the ID from step 2
and storing it temporarily on the remote support system.
4. The External ID field filled in 3 will be used to pass the chat
script related to that ID (Ticket ID) from the remote support system to the
OTRS
5. Adding an Incoming Web Service on OTRS which will be responsible of
getting the chat script after ending the session on the remote support
system and saving it in the ticket (by referring to the Ticket ID)

 I am still new to OTRS but I’ve read about the Web Services and the
 Dynamic fields.

  Can anyone advise if the integration steps are fine or should I think in
 another way to get the implementation done?

  The issue is very urgent and I would appreciate your replies.

  Thanks in advance.

  Best Regards,
 Wissam


 *Wissam Abou Rjeily *MBA  Bachelor of Engineering – Technical Consultant



 *ncc solutions GmbH*

 Claudius-Keller-Str. 3b
 D-81669 München


 Phone:  +49 (0)89 1890436-22 - Fax:  +49 (0)89 1890436-11

 Web:

[dev] Dev API missing from http://dev.otrs.org for v3.2.x

2013-09-24 Thread Bogdan Iosif

Hi,

Navigating http://dev.otrs.org I noticed that updates for dev API are
missing for v3.2.x (seems it happened since source control was moved to
github).

Where was this info extracted from?

//bogdan
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Re: [dev] Dev API missing from http://dev.otrs.org for v3.2.x

2013-09-24 Thread Bogdan Iosif

To generate the API docs, EPublisher parses each source file and extracts
comments, right? Is there information added to the API docs from some other
source?


On Tue, Sep 24, 2013 at 1:22 PM, Renee B otrs.l...@perl-services.de wrote:

 Hi Martin,

 it's just a cronjob that runs a Perl program. For the transformation Pod
 - HTML I use EPublisher and EPublisher::Target::Plugin::OTRSDoc...
 (I've published EPublisher and some plugins on CPAN)

 - Renée


 On 24.09.2013 12:09, Martin Gruner wrote:
  Hi Renée,
 
  I would like to know which toolchain you are using to generate the docs,
  could you tell us?
 
  Regards, mg
 
  Am 24.09.13 11:37, schrieb Renee B:
  You can find the API docs at http://otrs.perl-services.de/docs/
 
  On 24.09.2013 11:16, Bogdan Iosif wrote:
  Hi,
 
  Navigating http://dev.otrs.org I noticed that updates for dev API are
  missing for v3.2.x (seems it happened since source control was moved to
  github).
 
  Where was this info extracted from?
 
  //bogdan
 
 
 
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 --
 Perl / OTRS development: http://perl-services.de
 OTRS AddOn repository: http://opar.perl-services.de

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[dev] Anyone uses IDE assisted OTRS source navigation?

2013-09-24 Thread Bogdan Iosif

Hi list,

Does anyone use an IDE that provides useful assistance with browsing OTRS'
sources? If so, which one? For example I would LOVE to have the capability
of jumping to definition for a variable / method / object.

I currently use Notepad++ on Windows and raw / regex text searches on all
OTRS source files. It's very rudimentary but I don't know of a better way.

//bogdan
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[dev] Can an EventModule be used to auto mark system articles as read?

2013-07-03 Thread Bogdan Iosif

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
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Re: [dev] Can an EventModule be used to auto mark system articles as read?

2013-07-03 Thread Bogdan Iosif

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

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Re: [dev] Can an EventModule be used to auto mark system articles as read?

2013-07-03 Thread Bogdan Iosif

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

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Re: [dev] Can an EventModule be used to auto mark system articles as read?

2013-07-03 Thread Bogdan Iosif

I think I don't need to do this development after all because a config
already exists for this functionality.

Browsing through code I found the configuration
Ticket::NewArticleIgnoreSystemSender that seems to take effect in
TicketNewMessageUpdate.pm. When set to YES, the code decides to mark
tickets as seen while ignoring any unseen system articles.

Do you know about this config? I still need to test it works but following
the code sure seems like it's doing what I want.

Thanks.



On Wed, Jul 3, 2013 at 1:30 PM, Michiel Beijen michiel.bei...@gmail.comwrote:

 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.comwrote:

 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.com
  wrote:

 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

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Re: [dev] How can I add a new, computed, data field to Ticket?

2013-03-27 Thread Bogdan Iosif

Hi,

 If I read you correctly the use for this 'calculated' field would be to
have it in reporting, so Excel can handle your CSV files easier, right?

Correct.

 You *could* create an event module that sets a dynamic field at ticket
create time, this would work, but it requires some marginal development.

Thanks for this good suggestion. I looked at event modules a while back and
re-thinking about it now, it sounds like they could 100% solve my problem.

 We can also try to fix it in the OTRS code, my proposal would be to
include a second ticket number field that contains a 'full' number such as
Ticket# 2013032710001234. The other, 'old' ticket number field should
still be available so we don't 'break' workflows for people who depend on
this field in their workflows.

It would be good to have this available. Our customers would still complain
about having to strip Ticket# after pasting the value from Excel into the
search box from OTRS. Even so, it would be a good option to have until I
can write an event module and I would be thankful for it.

Other possible solutions, I just list them for the lucky case when they are
already on your roadmap:
- Ability to set SystemID to non-digits (requested elsewere for other
reasons, it would also solve my problem)
- Ability to specify the values from SearchCSVData as simple
expressions instead of Ticket data fields (e.g. instead of TicketNumber,
being able to say =TEXT($TicketNumber), 0) would magically solve my
problem)

Thanks

On Wed, Mar 27, 2013 at 10:28 AM, Michiel Beijen
michiel.bei...@gmail.comwrote:

 Hi Bogdan,

 If I read you correctly the use for this 'calculated' field would be to
 have it in reporting, so Excel can handle your CSV files easier, right?

 You *could* create an event module that sets a dynamic field at ticket
 create time, this would work, but it requires some marginal development.

 We can also try to fix it in the OTRS code, my proposal would be to
 include a second ticket number field that contains a 'full' number such as
 Ticket# 2013032710001234. The other, 'old' ticket number field should
 still be available so we don't 'break' workflows for people who depend on
 this field in their workflows.

 What do you think?
 --
 Mike
 On Tue, Mar 26, 2013 at 7:30 PM, Bogdan Iosif bogdan.io...@gmail.comwrote:

 It would but be a solution but it's the same kind as the one already
 mentioned in initial email's Explored solutions section (The one
 shortening the SystemID leading to a TicketNumber of only 15 chars).

 The problem with both solutions is that the TicketNumber would remain
 scrambled when the CSV is opened in Excel because it would be auto
 formatted in scientific notation and it would also require a massive update
 in the database for my existing 20.000 tickets (these are the ones actually
 useful in searches right now and for quite a time to come).

 I've already found how to avoid the problem in Excel, I just need a
 calculated ticket data field whose value should be =TEXT($TicketNumber,
 0). The = tells Excel to treat it as a formula and the TEXT formula does
 the rest.

 Unfortunately, I don't have the time to discover how to add this field to
 Ticket.pm. Frankly I don't even know if Perl supports property data fields
 with getters but that's another story.

 /Thanks for the reply



 On Tue, Mar 26, 2013 at 7:46 PM, Lukasz Hadyna had...@ualberta.cawrote:

 Hi Bogdan,

 Would shortening the number to 8 digits provide an adequate solution as
 well? It is possible to change the Ticket Number generator in OTRS's
 configuration. You're currently using DateChecksum method to generate your
 Ticket numbers and the alternative Autoincrement creates numbers half the
 size.

 The option to change how ticket numbers are generated can be found in
 Core::Ticket under Ticket::NumberGenerator.

 Regards,
 Lukasz Hadyna


 On Fri, Mar 22, 2013 at 10:24 AM, Bogdan Iosif 
 bogdan.io...@gmail.comwrote:

 Hi list,

 I have a problem that I think can't be solved without writing some
 code. I would like some minimal guidance on how to do this in an elegant
 manner. I'll explain mainly the technical side of the problem but, if you
 are curious, you can also read the functional side at the end.

 Technical aspect:

 I need to have a ticket field (not dynamic, a field like TicketNumber,
 Queue, etc.) that exposes the ticket number as something other than a pure
 number. For example, I would like to have it as a string such as Ticket#
 201303221231.

 I also need this field to be technically identical with the
 TicketNumber field so that I can add it to
 Ticket::Frontend::CustomerTicketSearch###SearchCSVData in hope that it will
 show up in the search results exported to CSV from the customer interface.

 Can I do this as an extension to the existing OTRS code, that would be
 safe across future upgrades? If so, please point me towards an example that
 would help me understand how to do it. *Please* understand that I don't
 want to change any

[dev] Possible bug found, how do I proceed? Bug: Faulty handling of consecutive (double) spaces in CustomerID

2013-03-22 Thread Bogdan Iosif

Hi list,

I'm currently investigating an issue and I think I found a bug. I'm not
experienced enough in Perl to know for sure I'm right.

Can someone please confirm that I identified the cause of the problem
correctly and, if so, adivce on what I should do next? Post in bugs.otrs.org
?

Version: v3.1.10

Symptoms:
- For some companies, the open ticket count is wrong when shown in
AgentTicketZoom, Customer Information widget. This information appears
with a small icon and the text Open tickets (#), at the bottom of the
aforementioned widget. # is supposed to show the number of tickets opened
for current ticket's CustomerID (I know OTRS can also filter by ticket's
customer user but I haven't enabled this).

Investigation:
- I enabled query logging on MySQL and saw that the value passed on the
WHERE condition for CustomerID was wrong. This particular CustomerID
contains multiple consecutive spaces. Instead of the correct value (some
company  name - 12345; notice it contains double spaces between the first
three words) the WHERE condition had a faulty value, with the double spaces
replaced with a single space (some company name - 12345). The result was
0 instead of the correct ticket count.

- I saw in OTRS's sources that the faulty count is computed through a call
to Kernel::System::TicketSearch  TicketSearch(), made from
Kernel::Output::HTML::CustomerUserGenericTicket  Run()

- In Kernel::System::TicketSearch  TicketSearch(), CustomerID's entry in
WHERE is computed in a loop by calling Kernel::System::DB 
QueryCondition(). In QueryCondition(), the value for the condition is
processed by this code:

# remove double spaces
$Param{Value} =~ s/\s+/ /g;

- At this point I strongly suspect this is the root cause of the problem.
The value that gets injected in the SQL string's WHERE clause for
CustomerID seems to go through a step that removes double spaces from this
value that should've otherwise be used literally.

- Obviously, the problem is not limited to just my scenario. TicketSearch
is called from many other places and the WHERE clause for other ticket
attributes is processed in the same way, with Title being the most likely
to cause a similar problem in other places.

- Simply declaring that CustomerID doesn't support double spaces would be a
very bad solution because I need to integrate with other systems
(non-OTRS) and can't dictate what the CustomerID should be.

/bogdan
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Re: [dev] How can I setup a dev environment for OTRS?

2012-09-11 Thread Bogdan Iosif

Thanks for the input.

I was afraid of that. I'm familiar with this type of debugging from
writing shell scripts running under Jenkins but I've never done debugging
like that for a code base as large as OTRS seems to be.

With shell scripts it was, kind of, simple to assess if the code is valid
because I knew exactly where the script will be invoked from and my only
concern was to explore the context of the call (mainly env vars). With
these Perl scrips, without an IDE that halts execution on a breakpoint or a
possibility to statically explore all callers on an object's method, I find
it hard to imagine how I can ensure a change I make on some of the code
OTRS ships with will not break some code paths or, worse, produce
undesirable side effects.

I assume you mean Apache HTTPD's STDERR. I'll try to setup Fred. I hope
this info is still valid (
http://lists.otrs.org/pipermail/dev/2007-October/001728.html) because I
haven't found much else in the form of a guide on how to use / install it.

/bogdan

On Mon, Sep 10, 2012 at 12:40 PM, Michiel Beijen
michiel.bei...@gmail.comwrote:

 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.
 
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Re: [dev] How can I setup a dev environment for OTRS?

2012-09-11 Thread Bogdan Iosif

Hi,

10x. When you tried this, did you have the debugger connect to Apache HTTPD
or were you able to somehow execute OTRS's scripts in a more direct way? As
far as I understood, the Perl interpreter runs in HTTPD's process, via
mod_perl, so a debugger would need to attach to HTTPD in order to work.

I understand your point about not practically needing the above, but it
would give me a warm fuzzy feeling to see it working and know I can do that
for the worst case scenario.

/bogdan

On Tue, Sep 11, 2012 at 10:12 AM, Martin Gruner martin.gru...@otrs.comwrote:

  Hi Bogdan,

 AFAICT you can use Eclipse with the EPIC perl editor that also includes a
 graphical interface to the Perl debugger, giving you full execution
 control. I tried that once, but as Mike said it is not really needed in
 everyday work.

 Best regards, mg

 Am 11.09.12 09:09, schrieb Bogdan Iosif:

 Thanks for the input.

 I was afraid of that. I'm familiar with this type of debugging from
 writing shell scripts running under Jenkins but I've never done debugging
 like that for a code base as large as OTRS seems to be.

 With shell scripts it was, kind of, simple to assess if the code is valid
 because I knew exactly where the script will be invoked from and my only
 concern was to explore the context of the call (mainly env vars). With
 these Perl scrips, without an IDE that halts execution on a breakpoint or a
 possibility to statically explore all callers on an object's method, I find
 it hard to imagine how I can ensure a change I make on some of the code
 OTRS ships with will not break some code paths or, worse, produce
 undesirable side effects.

 I assume you mean Apache HTTPD's STDERR. I'll try to setup Fred. I hope
 this info is still valid (
 http://lists.otrs.org/pipermail/dev/2007-October/001728.html) because I
 haven't found much else in the form of a guide on how to use / install it.

 /bogdan

 On Mon, Sep 10, 2012 at 12:40 PM, Michiel Beijen michiel.bei...@gmail.com
  wrote:

 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.
 
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  Archive: http://lists.otrs.org/pipermail/dev
  To unsubscribe: http

Re: [dev] How can I setup a dev environment for OTRS?

2012-09-11 Thread Bogdan Iosif

Hi all,

Carlos thanks for the input, I also feel strongly about your pros for
working from an IDE. I would love to have integrated debugging, I just feel
like missing an arm and a leg without it but if I absolutely must, I can
get used to working without it (I'm recommended to do so from many
directions). Regarding the missing Tail: It's available on Windows, along
with many other Unix tools, via the GnuWin project (
http://gnuwin32.sourceforge.net/). There's no need to install Cygwin until
you really run out of options or if you have to use Bash.

One more thing, with EPIC, were you able to get cross file references to
work? For example to jump from one declaration in a file to a definition
that is in a different file.

David, thanks for your recommendations, I'll consider them strongly as they
are aligned with other replies. Could you please tell me if you managed to
get the debugger to work by following this guide (
http://www.epic-ide.org/guide/ch06.php)? I'm interested to know it you
managed to attach the debugger to Apache HTTPD or if OTRS was ran via some
other web server. Please see Martin's and Rocco's replies (
http://lists.otrs.org/pipermail/dev/2012-September/002543.html
http://lists.otrs.org/pipermail/dev/2012-September/002542.html)

/bogdan

On Tue, Sep 11, 2012 at 12:36 AM, Carlos Rodríguez 
carlos.rodrig...@otrs.com wrote:

 Hi all,

 Well I agree that for Perl you don't get much benefits using a IDE or a
 very fancy editor, but when you start thinking that OTRS is not just a
 bunch of Perl code, but also JS, HTML, XML, YAML, CSS, etc. You maybe start
 thinking that a tool to cover them all should be a good idea, with some
 syntax highlight and ctrl space suggestions.

 Then you maybe want to track bugs in your developments or in OTRS, and
 also you maybe want to use a versioning system like CVS GIT or SVN, and you
 are at this point (mostly on a Windows machine) with a full set of tools to
 help you on each of this tasks, or you can do it with a simple notepad ;-)
 for sure.

 But there is another alternative, I like Eclipse with EPIC (Perl editor)
 Web Development tools for JS, HTML, XML and CSS, Mylyn to track bugs and
 the Team providers for CVS, SVN and GIT. (for my daily work its helps me a
 lot, since I need to always have a updated OTRS CVS checkout before start
 working) and other plugins (a YAML editor, a WebServices editor, a
 ShellScript editor, a Sketching editor Regular Expressions helper, etc).

 I mean you can even manage your DB within Eclipse (there are at least 2
 plug-ins that uses JDBC to access your databases MySQL, PG, etc).

 So I think is a matter of likes to use an IDE or not, but for sure I will
 tell you that have a Dev Env for OTRS in Windows is not the best idea, but
 if you want / need to have it, try Cygwin, so you can at least have a
 tail command for the apache error log (otherwise you will have to do a
 lot of refreshes).

 Working with VMs is good, but slow and not so much resource efficient (but
 for sure better than Windows IMHO)

 ((enjoy))

 Carlos Rodríguez




 On Sep 10, 2012, at 1:36 PM, David Boyes dbo...@sinenomine.net wrote:

 Don’t try to map the Java/C# development models onto Perl. Perl really
 doesn’t benefit much from an IDE, and at least in my shop, the IDE is more
 work than help, so we don’t use one for Perl code. There is an Eclipse mode
 for Perl, but it doesn’t really do much. Also, Perl is essentially
 interpreted, so there’s not a compilation step per se.

 I find Perl mode in a very large multi-pane Emacs window and a virtual
 machine running a test copy of OTRS to be the most helpful. A working
 source control system (choose your religion there; we find subversion to be
 a useful balance between comprehensibility and power) is essential, as
 there are zillions of moving parts. You could probably use Visual
 SourceSafe, but it’s really not all that helpful.

 Wrt to interactive debugging, the Perl debugger is really most of what you
 have to work with, but it’s not really helpful in that the various pieces
 of OTRS interact extensively with Apache and the database, and as such most
 of the debugging output that will tell you anything useful will be in the
 database or Apache logs, not in the code itself. Not much, but having
 various logs displayed in that multipane Emacs environment is helpful.

 *From:* dev-boun...@otrs.org [mailto:dev-boun...@otrs.org] *On Behalf Of 
 *Bogdan
 Iosif
 *Sent:* Monday, September 10, 2012 5:12 AM
 *To:* dev@otrs.org
 *Subject:* [dev] How can I setup a dev environment for OTRS?
 ** **
 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

Re: [dev] How can I setup a dev environment for OTRS?

2012-09-11 Thread Bogdan Iosif

Thanks, I'll look into it.

On Tue, Sep 11, 2012 at 10:40 AM, Rocco Tocci rocco.to...@tbsit.com wrote:

  Hello, following this guide I was able to debug OTRS.


 http://www.epic-ide.org/downloads/EPIC_User's_Guide.pdf

 I agree that it is important to have a debugging because perl has a number
 of environment variables difficult to know the contents of the trace or
 with logs or other

 Bye
 Rocco


 Il 11/09/2012 9.09, Bogdan Iosif ha scritto:

 Thanks for the input.

 I was afraid of that. I'm familiar with this type of debugging from
 writing shell scripts running under Jenkins but I've never done debugging
 like that for a code base as large as OTRS seems to be.

 With shell scripts it was, kind of, simple to assess if the code is valid
 because I knew exactly where the script will be invoked from and my only
 concern was to explore the context of the call (mainly env vars). With
 these Perl scrips, without an IDE that halts execution on a breakpoint or a
 possibility to statically explore all callers on an object's method, I find
 it hard to imagine how I can ensure a change I make on some of the code
 OTRS ships with will not break some code paths or, worse, produce
 undesirable side effects.

 I assume you mean Apache HTTPD's STDERR. I'll try to setup Fred. I hope
 this info is still valid (
 http://lists.otrs.org/pipermail/dev/2007-October/001728.html) because I
 haven't found much else in the form of a guide on how to use / install it.

 /bogdan

 On Mon, Sep 10, 2012 at 12:40 PM, Michiel Beijen michiel.bei...@gmail.com
  wrote:

 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.
 
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Re: [dev] How can I setup a dev environment for OTRS?

2012-09-11 Thread Bogdan Iosif

Thanks, I'll look into it. Apache vs private HTTP/CGI server is the
difference I was curious about but I hope will manage to clarify it from
the guide as it was also recommended from another direction.

On Tue, Sep 11, 2012 at 10:50 AM, Martin Gruner martin.gru...@otrs.comwrote:

 Hi Bogdan,

 it's been a while :-/. AFAIR (http://www.epic-ide.org/guide/ch06.php),
 it may not even run inside apache but spawn a local HTTP/CGI server that
 you can use to run OTRS inside. Just try it.

 Regards, mg

 Am 11.09.12 09:26, schrieb Bogdan Iosif:
  Hi,
 
  10x. When you tried this, did you have the debugger connect to Apache
 HTTPD
  or were you able to somehow execute OTRS's scripts in a more direct way?
 As
  far as I understood, the Perl interpreter runs in HTTPD's process, via
  mod_perl, so a debugger would need to attach to HTTPD in order to work.
 
  I understand your point about not practically needing the above, but it
  would give me a warm fuzzy feeling to see it working and know I can do
 that
  for the worst case scenario.
 
  /bogdan
 
  On Tue, Sep 11, 2012 at 10:12 AM, Martin Gruner martin.gru...@otrs.com
 wrote:
 
   Hi Bogdan,
 
  AFAICT you can use Eclipse with the EPIC perl editor that also includes
 a
  graphical interface to the Perl debugger, giving you full execution
  control. I tried that once, but as Mike said it is not really needed in
  everyday work.
 
  Best regards, mg
 
  Am 11.09.12 09:09, schrieb Bogdan Iosif:
 
  Thanks for the input.
 
  I was afraid of that. I'm familiar with this type of debugging from
  writing shell scripts running under Jenkins but I've never done
 debugging
  like that for a code base as large as OTRS seems to be.
 
  With shell scripts it was, kind of, simple to assess if the code is
 valid
  because I knew exactly where the script will be invoked from and my only
  concern was to explore the context of the call (mainly env vars). With
  these Perl scrips, without an IDE that halts execution on a breakpoint
 or a
  possibility to statically explore all callers on an object's method, I
 find
  it hard to imagine how I can ensure a change I make on some of the code
  OTRS ships with will not break some code paths or, worse, produce
  undesirable side effects.
 
  I assume you mean Apache HTTPD's STDERR. I'll try to setup Fred. I hope
  this info is still valid (
  http://lists.otrs.org/pipermail/dev/2007-October/001728.html) because I
  haven't found much else in the form of a guide on how to use / install
 it=

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Re: [dev] How can I setup a dev environment for OTRS?

2012-09-11 Thread Bogdan Iosif

Looks great and it's mostly readable. Molte grazie!

I have one question about step 1 :) It seems to say to NOT install in a
directory with a blank space in its path but then it recommends a path
under Program Files, which has a space between Program and Files.

Is it ok to install in C:\Program Files even though there is a space
there?

On Tue, Sep 11, 2012 at 11:45 AM, Rocco Tocci rocco.to...@tbsit.com wrote:


 Hello Iosif, i hope to help I took a doc that I realized, after a hard
 work, which describes the steps necessary to get to debugging modules of
 OTRS in ECLIPSE whith EPIC.
 I'm sorry but the doc is the automatic translation of google (Italian-
 English).
 Goo

 Take this opportunity to ask if anyone has implemented or has been
 required to develop code to integrate in ITSM data  OCS Inventory
 (especially accuntinfo of OCS)

 Bye
 Rocco


 I attach a doc that I realized, after a hard work, which describes the
 steps necessary to get to debugging modules OTRS.
 I'm sorry but the doc is the automatic translation of google (Italian-
 English)
 Hello

 Il 11/09/2012 9.56, Bogdan Iosif ha scritto:

 Thanks, I'll look into it.

 On Tue, Sep 11, 2012 at 10:40 AM, Rocco Tocci rocco.to...@tbsit.comwrote:

  Hello, following this guide I was able to debug OTRS.


 http://www.epic-ide.org/downloads/EPIC_User's_Guide.pdf

 I agree that it is important to have a debugging because perl has a number
 of environment variables difficult to know the contents of the trace or
 with logs or other

 Bye
 Rocco


 Il 11/09/2012 9.09, Bogdan Iosif ha scritto:

 Thanks for the input.

 I was afraid of that. I'm familiar with this type of debugging from
 writing shell scripts running under Jenkins but I've never done debugging
 like that for a code base as large as OTRS seems to be.

 With shell scripts it was, kind of, simple to assess if the code is valid
 because I knew exactly where the script will be invoked from and my only
 concern was to explore the context of the call (mainly env vars). With
 these Perl scrips, without an IDE that halts execution on a breakpoint or a
 possibility to statically explore all callers on an object's method, I find
 it hard to imagine how I can ensure a change I make on some of the code
 OTRS ships with will not break some code paths or, worse, produce
 undesirable side effects.

 I assume you mean Apache HTTPD's STDERR. I'll try to setup Fred. I hope
 this info is still valid (
 http://lists.otrs.org/pipermail/dev/2007-October/001728.html) because I
 haven't found much else in the form of a guide on how to use / install it.

 /bogdan

 On Mon, Sep 10, 2012 at 12:40 PM, Michiel Beijen michiel.bei...@gmail.com
  wrote:

 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

[dev] How can I setup a dev environment for OTRS?

2012-09-10 Thread Bogdan Iosif

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:

   1. 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.
   2. 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)
   3. Is interactive debugging possible for OTRS? By this I mean setting
   breakpoints and exploring values for variables when a breakpoint is hit.
   4. 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.
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Re: [dev] How can I setup a dev environment for OTRS?

2012-09-10 Thread Bogdan Iosif

10x. I'll try using the EPIC plugin.

So far I've installed Padre (the DWIM Perl for Windows combo) and haven't
managed to open/edit the sources in any way more meaningful than what I
could already accomplish in Notepad++.

On Mon, Sep 10, 2012 at 12:24 PM, Rocco Tocci rocco.to...@tbsit.com wrote:

  The minimal IDE for Pel on WIndows is ECLIPS  whit plugin EPIC.
 But the features are minimal compared to C # and Java in any case it is
 possible with a series of best pactice ,available on the network, debug the
 perl module

 Bye
 Rocco

 Il 10/09/2012 11.12, Bogdan Iosif ha scritto:

 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:

1. 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.
2. 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)
 3. Is interactive debugging possible for OTRS? By this I mean setting
breakpoints and exploring values for variables when a breakpoint is hit.
4. 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.


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Re: [dev] How can I setup a dev environment for OTRS?

[dev] How can I setup a dev environment for OTRS?

Re: [dev] How can I setup a dev environment for OTRS?

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