Re: [dev] Python REST API Client for OTRS

[Michiel Beijen]

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 babu  wrote:
> 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
>
>
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Re: [dev] Python REST API Client for OTRS

[Michiel Beijen]

Hi Suneel,

On Thu, Sep 24, 2015 at 8:23 AM, mvs babu  wrote:
>
> 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
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Re: [dev] [OTRS] JavaScriptError: Cannot call method 'Init' of undefined

[Michiel Beijen]

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
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Re: [dev] CMDB - authorization for Agents

[Michiel Beijen]

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


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Re: [dev] CMDB - authorization for Agents

[Michiel Beijen]

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


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Re: [dev] OTRS on SQL Azure: Question regarding DB Scripts

[Michiel Beijen]

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 

[dev] Upgrading password hashes

[Michiel Beijen]

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
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Re: [dev] OTRS Suspiciously slow

[Michiel Beijen]

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
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Re: [dev] Stability problems with OTRS on Windows

[Michiel Beijen]

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

[Michiel Beijen]

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

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

[Michiel Beijen]

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

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Re: [dev] Delete command for DB Object not working

[Michiel Beijen]

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
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Re: [dev] Owner First and Last name in CustomerTicketZoom.dtl

[Michiel Beijen]

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

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2013-04-22 08_06_45-MyTickets - Ticket - OTRS.png2013-04-22 08_02_47-20130411 - Zoom - Ticket - OTRS.png___
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Re: [dev] Owner First and Last name in CustomerTicketZoom.dtl

[Michiel Beijen]

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

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Re: [dev] Problem with IE 10 on Richtext

[Michiel Beijen]

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

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Re: [dev] Full name of agents

[Michiel Beijen]

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.

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Re: [dev] Issues with Dynamic Fields

[Michiel Beijen]

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
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Re: [dev] ACL on FreeText

[Michiel Beijen]

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.

--
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Re: [dev] Issues with Dynamic Fields

[Michiel Beijen]

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
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Re: [dev] Rule for OldTicketData in EventHandler?

[Michiel Beijen]

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
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Re: [dev] No ConfigObject in cleanup

[Michiel Beijen]

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
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Re: [dev] Notification TAG for ITSM- Config Item

[Michiel Beijen]

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


-- 
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Senior Consultant

OTRS BV
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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 –
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Re: [dev] Need Webservices for Creating Customers and creating Services

[Michiel Beijen]

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


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Re: [dev] Need Webservices for Creating Customers and creating Services

[Michiel Beijen]

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
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Re: [dev] Need Webservices for Creating Customers and creating Services

[Michiel Beijen]

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
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Re: [dev] Need Webservices for Creating Customers and creating Services

[Michiel Beijen]

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
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Re: [dev] Need Webservices for Creating Customers and creating Services

[Michiel Beijen]

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
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Re: [dev] Module on client for RCP call

[Michiel Beijen]

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
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Re: [dev] Rpc Error

[Michiel Beijen]

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

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Re: [dev] lock ticket via generic interface

[Michiel Beijen]

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
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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
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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

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Re: [dev] TicketSearch(CustomerID) ignored

[Michiel Beijen]

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)
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Re: [dev] HTML format in Notifcation Event

[Michiel Beijen]

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


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Re: [dev] postmaster pre-filter: search in tickets

[Michiel Beijen]

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
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Re: [dev] Time Units - New phone ticket

[Michiel Beijen]

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
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Re: [dev] Separate web layer

[Michiel Beijen]

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.

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Re: [dev] Use WS OTRS to OTRS

[Michiel Beijen]

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

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Re: [dev] HW sizing - OTRS

[Michiel Beijen]

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] HW sizing - OTRS

[Michiel Beijen]

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

[Michiel Beijen]

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] issue in integrating otrs to lemonldap-ng

[Michiel Beijen]

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.
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Re: [dev] RV: hierarchy of tickets

[Michiel Beijen]

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

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Re: [dev] Localized and stripped return value of FetchrowArray?

[Michiel Beijen]

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
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Re: [dev] Upgrading OTRS from 3.0.9 to 3.1.5

[Michiel Beijen]

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
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Re: [dev] Language Code and ISO 639

[Michiel Beijen]

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




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Re: [dev] Please help me

[Michiel Beijen]

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
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Re: [dev] Event linking a ticket to a CI

[Michiel Beijen]

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
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Re: [dev] Event linking a ticket to a CI

[Michiel Beijen]

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.


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Re: [dev] ERROR: invalid input syntax for integer:

[Michiel Beijen]

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
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Re: [dev] ERROR: invalid input syntax for integer:

[Michiel Beijen]

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

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Re: [dev] ERROR: invalid input syntax for integer:

[Michiel Beijen]

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?

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Re: [dev] Timing and notification issues when creating tickets via JSON.pl

[Michiel Beijen]

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
 
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Re: [dev] [PATCH] Zabbix acknowledgement from OTRS

[Michiel Beijen]

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!

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Senior Consultant

OTRS BV
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2316 XC  Leiden
The Netherlands

T: +31 71 8200 255
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[dev] Translation of free text fields proposal

[Michiel Beijen]

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
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Re: [dev] OTRS and NAV

[Michiel Beijen]

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?

--
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Re: [dev] Adding attachment file field

[Michiel Beijen]

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
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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.
 
 
 
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Re: [dev] OTRS for Customer Companies using LDAP

[Michiel Beijen]

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?
--
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Re: [dev] That Hardy Question - Draft Replies

[Michiel Beijen]

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.

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Re: [dev] Adding a OutOfTheOffice report in Agent

[Michiel Beijen]

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,

--
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Re: [dev] SQL Error in System Log

[Michiel Beijen]

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.

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RD

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Mindermann

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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

[Michiel Beijen]

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

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F: +49 (0) 9421 56818-18
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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

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Re: [dev] SQL Error in System Log

[Michiel Beijen]

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

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Re: [dev] Problem wiht Basic Auth

[Michiel Beijen]

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



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Re: [dev] Fill freetext with data from db lookup

[Michiel Beijen]

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
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Re: [dev] ITSM: linking CustomerUser to CI Object

[Michiel Beijen]

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.
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Re: [dev] Admin area links ...

[Michiel Beijen]

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,

 


   


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Re: [dev] Admin area links ...

[Michiel Beijen]

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.

   


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Re: [dev] perltidy settings?

[Michiel Beijen]

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.


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Re: [dev] Quick ticket search area?

[Michiel Beijen]

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
 
  
 
 
 
 
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Re: [dev] OTRS 2.45 apache::dbi issue, mod_perl issue and zzzauto.pm issue

[Michiel Beijen]

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.
 
 
 
 
 
 
 
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Re: [dev] External DB

[Michiel Beijen]

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
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Re: [dev] new here - two questions

[Michiel Beijen]

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.
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 Archive: http://lists.otrs.org/pipermail/dev
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Re: [dev] Development Activity?

[Michiel Beijen]

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/
 ---
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[dev] Editing the documentation

[Michiel Beijen]

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
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[dev] Secure SMTP mailer backend

[Michiel Beijen]

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