gmane.comp.otrs.devel

MenuModule in Main-MenuBar

Josef1 Penzkofer — 2013-05-21T14:14:39

Hello developer-community,

I would like to insert another Module - called "Quick-Tickets", which has the same functionality like the Module "Phone-Ticket". Although i know, you can create a Ticket-Template within a Phone-Ticket", i need this Module to handle quick calls. The need is, because the configuration is global. So if you insert a dynamic field into phonecall-mask this field is in the template as well.

I tok instruction from 
http://doc.otrs.org/developer/3.1/en/html/how-to-extend.html#idp45649008 

Therefore i createed the following *.xml-file:
QuickTicket.xml
(/opt/otrs/Kernel/Config/Files)

<?xml version="1.0" encoding="utf-8" ?>
<otrs_config version="1.0" init="Application">
<CVS>$Id: Framework.xml,v 1.473.2.2 2012/06/18 18:28:51 mb Exp $</CVS>

<ConfigItem Name="Frontend::Module###AgentQuickTicket" Required="0" Valid="1">
<Description Translatable="1">Frontend module registration for the Quick-Ticket-Object in the agent interface.</Description>
<Group>Ticket</Group>
<SubGroup>Frontend::Agent::

ITSM-Info on Value in Incident State

Rocco Tocci — 2013-05-13T12:25:36

Hi guys, can you tell me why I can not see, during the insertion of an 
asset, in the combo "incident state"  the value *Warning* but only 
*Incident* and *Operational*?
It is necessary to modify something in sysconfig?

thanks
Rocco

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Help on Apache Log

Rocco Tocci — 2013-05-13T09:16:43

Hi guys, looking at the file Error.log of Apache I find this error 
cyclically
*[Tue Mar 19 15:36:09 2013] -e: DBD::mysql::st fetchrow_array failed: 
fetch() without execute() at C:/PROGRA~1/OTRS/OTRS//Kernel/System/DB.pm 
line 616
Scalar leaked: 1*
Do you know why?

We have an OTRS 3.0.10 on Windows Server 2003 from about 6 months with 
200 Tickets per day and  we are having a gradual degradation in performance.

Thanks
Rocco

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Re: Pull Request: Max Value to Dynamic Fields in AgentTicketZoom via Sysconf

Martin Gruner — 2013-05-13T06:49:21

Hi Johannes,
looks good to me!
Regards, mg

Am 08.05.13 12:33, schrieb Johannes Nickel:

Pull Request: Max Value to Dynamic Fields in AgentTicketZoom via Sysconf

Johannes Nickel — 2013-05-08T10:33:04

Hi Devs,

I added a config option to change the length of DynamicFields in AgentTicketZoom via Sysconfig.
Any comments on this or can I stage it as pull request to the master?

Link:
https://github.com/hanneshal/otrs/commit/7fd2878faa129abefc75e0b3b6c770f1afcea55f

regards

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Re: Owner First and Last name in CustomerTicketZoom.dtl

Jan Řežab — 2013-04-22T20:00:18

Hi Michiel,

Perfect work.

Thanks a lot.
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Re: Owner First and Last name in CustomerTicketZoom.dtl

Michiel Beijen — 2013-04-22T06:44:44

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.beijen< at >gmail.com>wrote:

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Re: Owner First and Last name in CustomerTicketZoom.dtl

Michiel Beijen — 2013-04-22T06:08:34

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 <honza< at >rezab.eu> wrote:

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Owner First and Last name in CustomerTicketZoom.dtl

Jan Řežab — 2013-04-20T15:44:57

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: Savin an OTRS DTL file on LINUX

David Boyes — 2013-04-10T14:49:14

Of course :) As you said, that's our copy for testing and work. That permissions are for us to work, not our client OTRS side!

I emphasize it because you WILL forget to put them back (voice of experience). You're much better off working in the same environment with the same permissions as the production system. Saves all kinds of debugging grief, and reduces the opportunities to say "just chmod 777 and let's get on with it."
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Re: Savin an OTRS DTL file on LINUX

Rafa Quiñonero Figuerola — 2013-04-10T14:41:19

Of course :) As you said, that's our copy for testing and work. That
permissions are for us to work, not our client OTRS side!


2013/4/10 David Boyes <dboyes< at >sinenomine.net>

Re: Savin an OTRS DTL file on LINUX

David Boyes — 2013-04-10T14:05:57

For God's sake, don't connect this system to the public Internet.....

From: dev-bounces< at >otrs.org [mailto:dev-bounces< at >otrs.org] On Behalf Of Rafa Quiñonero Figuerola
Sent: Wednesday, April 10, 2013 8:34 AM
To: Development community of OTRS
Subject: Re: [dev] Savin an OTRS DTL file on LINUX

In our installation the owner of all the folders and files is the www-data with 644 permissions. Then, in the WinSCP properties, I have 777 permissions available for the WinSCP user.

I've never had a problem with the permissions, but yes, maybe the folders doesn't have the right user or group.

The files SHOULD be owned by www-data. SCP works because the sshd on Linux runs with privilege escalation capability (it needs it to modify the permissions on ptys when someone logs in) enabled, and adds/drops privileges as needed.

File permissions of 777 open the installation to any moron in the universe modifying stuff. It's configured correctly. Don't mess with it.

If you need to edit one of these files, use sudo, eg:

sudo

Re: Savin an OTRS DTL file on LINUX

David Boyes — 2013-04-10T13:57:15

What userid are you using when attempting to edit the file? The files in OTRS are usually owned by the system "otrs" userid, and are not world-writable (as they should be). If you need to modify them from another userid, you need to have privileges via sudo (the right way) or by becoming root via su (not as good - you lose the information about who changed what when). The temporary superuser authority sudo grants you has the necessary privileges to bypass file permissions.

That said, you SHOULD NOT edit OTRS files while OTRS is running, you should always-always-always test your mods on a *copy* of the production system, and you should use a version control system like git or subversion to manage the changes you make to the files. When it comes time to migrate, you'll bless the change log in the VCS to know what you hacked and how.

From: dev-bounces< at >otrs.org [mailto:dev-bounces< at >otrs.org] On Behalf Of Rafa Quiñonero Figuerola
Sent: Wednesday, April 10, 2013 6:49 AM
To: Development community of OTRS
Subject

Re: Savin an OTRS DTL file on LINUX

Rafa Quiñonero Figuerola — 2013-04-10T12:34:15

In our installation the owner of all the folders and files is the www-data
with 644 permissions. Then, in the WinSCP properties, I have 777
permissions available for the WinSCP user.

I've never had a problem with the permissions, but yes, maybe the folders
doesn't have the right user or group.


2013/4/10 Marco Buchholz <marco.buchholz< at >otrs.com>

Re: Savin an OTRS DTL file on LINUX

Marco Buchholz — 2013-04-10T11:12:46

"The file appears with a big lock on it." sounds to me like the user has
no write permissions on those files. I guess the Webservers which runs
OTRS acts as anothers user (www-data or something like this)
and the "WinSCP-User" opens the file in read-only mode. Is this possible?

Am 10.04.2013 12:48, schrieb Rafa Quiñonero Figuerola:

Re: Savin an OTRS DTL file on LINUX

Rafa Quiñonero Figuerola — 2013-04-10T10:48:49

Could you solve that? I don't understand why you can't save the file. I use
WinSCP to manage the file system from a Windows and I have no problems to
modify the files from OTRS.


2013/4/10 Guillermo Alberto Rosas Pereira <guillermo.rosas< at >softtek.com>

Savin an OTRS DTL file on LINUX

Guillermo Alberto Rosas Pereira — 2013-04-09T22:05:30

This is my first implementation on Linux and I'm having some troubles...  

I've just edited the AgentTicketPhone.dtl but I can't save it... I guess its because the OTRS process are running (just a guess hehe). The file appears with a big lock on it. 

I'm using OTRS 3.1.7 with UBUNTU Linux Server. 

Can you guys help me out??  :) 

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Re: Problem with IE 10 on Richtext

Michiel Beijen — 2013-04-09T12:53:07

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.tocci< at >tbsit.com> wrote:
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Problem with IE 10 on Richtext

Rocco Tocci — 2013-04-09T09:28:10

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: Full name of agents

Juan Manuel Clavero Almirón — 2013-04-08T06:16:52

Hi Michiel,
I'm afraid I ran the cowards race and chose to join last_name and second_last_name into Users.last_name in UserObject->UserAdd and UserObject->UserUpdate. This way I don't need to change lots of dtl files.

What I would like to do? 
- Change all those «$QData{"UserFirstname"} $QData{"UserLastname"}» with «$QData{"UserFullname"}»,
- UserObject->GetUserData would use UserObject->UserName to create $User{'UserFullname'},
- UserObject->UserList would use UserObject->UserName to build the fullname of the elements of the list,
- I would create a config option which would allow admins to define a UserFullnameTemplate using UserData fields (maybe several templates: short, long, last_name first, initials, et cetera).
But I don't have time nor resources to do it properly.

Kind regards,
Juan Clavero

OTRS 3.1 on CentOSLinux [Apache and MySQL ]
connected to an Active Directory for Agents and Customers.
-----Mensaje original-----
Date: Sat, 6 Apr 2013 14:22:43 +0200
From: Michiel Beijen

Full name of agents

Juan Manuel Clavero Almirón — 2013-04-05T11:12:07

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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