Jennifer Valdez | 1 Mar 01:09 2006
Picon

Add CC field to Customer New Ticket Page

Hello,

Is there a way (without too much hacking) to add a CC field to the
customer new ticket page? Many of our customers are in the practice of
sending into the system and copying to their supervisor or other team
members. It would be nice to have this available on the web interface.

Thanks for your help!

Jennifer

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Frye, Bernie | 1 Mar 22:40 2006

Customer Attachments

Has anyone modified the Customer Ticket module to allow more than one attachment per instance?  It would be helpful to allow multiple attachments (just like on the agent side) instead of the customer having to enter multiple events to accommodate the attachments.

 

I did not see anything in the message boards pertaining to this, so I thought I’d throw this out to the OTRS community before I start modifying for this function.

 

Thanks all

 

Bernie Frye

CURRENT Technologies, LLC

20420 Century Blvd

Germantown, Maryland  20874

 

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vee na | 4 Mar 14:52 2006
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Duration in History View

Hi All,
 
Can any one suggest me how to calculate the duration between two create time in the History View page.
 
Regards ,
 
Veena
 

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Martin Edenhofer | 5 Mar 04:42 2006

Re: Duration in History View

Hi Veena

vee na schrieb:

> Can any one suggest me how to calculate the duration between two create
> time in the History View page.

The easiest way is to do it perl ($Diff = $CreateTime1 - $CreateTime2).

> Veena

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Denis Jedig | 7 Mar 17:10 2006
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Module howto?

Greetings list,

I wonder where I can find a comprehensive documentation on how to write and
install modules in OTRS2.

I made some efforts mimicing some of the simpler internal modules but
already ran into trouble by just renaming an existent module (namely
AgentTicketCustomer) and trying to incorporate it into the MenuModule - it
shows up in the ticket menu but calling the appropriate URL[1] throws me a
"Can't locate Kernel/Modules/myModule.pm in  <at> INC ( <at> INC contains:
../../[..]"

So I wondered about a bunch of questions:

- if INC contains relative paths, which directory are they relative to? The
one containing index.pl?

- where/how is INC assembled?

- why does it work for all kind of in-the-box modules but does not work for
"mine"?

- why can't I find any documentation on how to write new modules for OTRS2?

Thanks for helping out.

[1] http://otrs/index.pl?Action=myModule&TicketID=10
--

-- 
Denis Jedig
syneticon networks GbR             http://syneticon.net/service/

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Jennifer Valdez | 7 Mar 23:33 2006
Picon

Notifications and the reply-to

Hello,

When the notification master sends out notifications to agents, it would
be helpful if the reply-to was the email address of the queue that the
ticket is in. It seems to work when the notification is sent to the
customer. Is there a way to make this happen for the agents?

Thanks!
Jennifer Valdez
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Daniel Dumitrache | 7 Mar 23:58 2006

Re: Module howto?

On Tuesday 07 March 2006 18:10, Denis Jedig wrote:
> Greetings list,
>
> I wonder where I can find a comprehensive documentation on how to
> write and install modules in OTRS2.

yeah, that would be so nice :)

>
> I made some efforts mimicing some of the simpler internal modules but
> already ran into trouble by just renaming an existent module (namely
> AgentTicketCustomer) and trying to incorporate it into the MenuModule
> - it shows up in the ticket menu but calling the appropriate URL[1]
> throws me a "Can't locate Kernel/Modules/myModule.pm in  <at> INC ( <at> INC
> contains: ../../[..]"

I solved this by registering myModule in  Kernel/Config/Files/
I did not perfectly understand where/how to register a module, but using 
the existing registered modules I managed  to do it.

For example, I have a module that displays/modify(+other sstuff) some 
info on a customer, in Ticket.xml I copied the section for 
AgentCustomerInfo, and modified it to fit myModule (mostly renaming 
some xml keys/data). Here's an example, my module is named 
AgentLiveCustomer :
$ grep -C 15 Live  Ticket.xml
        </Setting>
    </ConfigItem>
    <ConfigItem Name="Frontend::Module###AgentTicketZoom" Required="0" 
Valid="1">
        <Description Lang="en">Frontend module registration for the 
AgentTicketZoom object in the agent interface.</Description>
        <Description Lang="de">Frontendmodul-Registration des 
AgentTicketZoom-Objekts im Agent-Interface.</Description>
        <Group>Ticket</Group>
        <SubGroup>Frontend::Agent::ModuleRegistration</SubGroup>
        <Setting>
            <FrontendModuleReg>
                <Description>Ticket Zoom</Description>
                <Title>Zoom</Title>
                <NavBarName>Ticket</NavBarName>
            </FrontendModuleReg>
        </Setting>
    </ConfigItem>
    <ConfigItem Name="Frontend::Module###AgentLiveCustomer" Required="0" 
Valid="1">
        <Group>Ticket</Group>
        <SubGroup>Frontend::Agent::ModuleRegistration</SubGroup>
        <Setting>
            <FrontendModuleReg>
                <Description>AgentLiveCustomer</Description>
                <Title>AgentLiveCustomer</Title>
                <NavBarName>AgentLiveCustomer</NavBarName>
            </FrontendModuleReg>
        </Setting>
    </ConfigItem>
    <ConfigItem Name="Frontend::Module###AgentCustomerInfo" Required="0" 
Valid="1">
        <Group>Ticket</Group>
        <SubGroup>Frontend::Agent::ModuleRegistration</SubGroup>
        <Setting>
            <FrontendModuleReg>
                <Description>AgentCustomerInfo</Description>
                <Title>AgentCustomerInfo</Title>
                <NavBarName>AgentCustomerInfo</NavBarName>
            </FrontendModuleReg>
        </Setting>
    </ConfigItem>
    <ConfigItem Name="Frontend::Module###AgentTicketChat" Required="0" 
Valid="1">

and I've done the same thing for some other modules in Ticket.xml and 
Framework.xml, had no problems with it, it works

sometimes, after I  manually edit one of the .xml files I must also 
enable the new module from:
Admin->SysConfig->Ticket/Framework->Frontend::Admin/Agent::ModuleRegistration

I do not understand why this interface does not offer the possibility to 
register new modules, only to edit already existing ones. It took me 
some time until I figured out how to add new ones by editing the xml.

the modules you will want to add, most probably will be somehow similar 
to existing ones (more or less), you should just grep  
Kernel/Config/Files/ for the existing module, and register the new one 
the same way the existing one is registered. this has always worked for 
me :)

>
> So I wondered about a bunch of questions:
>
> - if INC contains relative paths, which directory are they relative
> to? The one containing index.pl?
>
> - where/how is INC assembled?
>
> - why does it work for all kind of in-the-box modules but does not
> work for "mine"?
>
> - why can't I find any documentation on how to write new modules for
> OTRS2?
>
> Thanks for helping out.
>
> [1] http://otrs/index.pl?Action=myModule&TicketID=10
> --
> Denis Jedig
> syneticon networks GbR             http://syneticon.net/service/
>
> _______________________________________________
> OTRS mailing list: dev - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/dev
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

-- 
Daniel Dumitrache

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Bertagaz | 8 Mar 00:19 2006

Re: Module howto?

Hi,

About documentation related to modules, there is:
http://doc.otrs.org/1.3/en/html/, chapter 24 and 25

It's 1.3, but I don't think there are that much differences with 2.0.

Another usefull link is http://dev.otrs.org/

Bert.

Daniel Dumitrache a écrit :
> On Tuesday 07 March 2006 18:10, Denis Jedig wrote:
> 
>>Greetings list,
>>
>>I wonder where I can find a comprehensive documentation on how to
>>write and install modules in OTRS2.
> 
> 
> yeah, that would be so nice :)
> 
> 
>>I made some efforts mimicing some of the simpler internal modules but
>>already ran into trouble by just renaming an existent module (namely
>>AgentTicketCustomer) and trying to incorporate it into the MenuModule
>>- it shows up in the ticket menu but calling the appropriate URL[1]
>>throws me a "Can't locate Kernel/Modules/myModule.pm in  <at> INC ( <at> INC
>>contains: ../../[..]"
> 
> 
> I solved this by registering myModule in  Kernel/Config/Files/
> I did not perfectly understand where/how to register a module, but using 
> the existing registered modules I managed  to do it.
> 
> For example, I have a module that displays/modify(+other sstuff) some 
> info on a customer, in Ticket.xml I copied the section for 
> AgentCustomerInfo, and modified it to fit myModule (mostly renaming 
> some xml keys/data). Here's an example, my module is named 
> AgentLiveCustomer :
> $ grep -C 15 Live  Ticket.xml
>         </Setting>
>     </ConfigItem>
>     <ConfigItem Name="Frontend::Module###AgentTicketZoom" Required="0" 
> Valid="1">
>         <Description Lang="en">Frontend module registration for the 
> AgentTicketZoom object in the agent interface.</Description>
>         <Description Lang="de">Frontendmodul-Registration des 
> AgentTicketZoom-Objekts im Agent-Interface.</Description>
>         <Group>Ticket</Group>
>         <SubGroup>Frontend::Agent::ModuleRegistration</SubGroup>
>         <Setting>
>             <FrontendModuleReg>
>                 <Description>Ticket Zoom</Description>
>                 <Title>Zoom</Title>
>                 <NavBarName>Ticket</NavBarName>
>             </FrontendModuleReg>
>         </Setting>
>     </ConfigItem>
>     <ConfigItem Name="Frontend::Module###AgentLiveCustomer" Required="0" 
> Valid="1">
>         <Group>Ticket</Group>
>         <SubGroup>Frontend::Agent::ModuleRegistration</SubGroup>
>         <Setting>
>             <FrontendModuleReg>
>                 <Description>AgentLiveCustomer</Description>
>                 <Title>AgentLiveCustomer</Title>
>                 <NavBarName>AgentLiveCustomer</NavBarName>
>             </FrontendModuleReg>
>         </Setting>
>     </ConfigItem>
>     <ConfigItem Name="Frontend::Module###AgentCustomerInfo" Required="0" 
> Valid="1">
>         <Group>Ticket</Group>
>         <SubGroup>Frontend::Agent::ModuleRegistration</SubGroup>
>         <Setting>
>             <FrontendModuleReg>
>                 <Description>AgentCustomerInfo</Description>
>                 <Title>AgentCustomerInfo</Title>
>                 <NavBarName>AgentCustomerInfo</NavBarName>
>             </FrontendModuleReg>
>         </Setting>
>     </ConfigItem>
>     <ConfigItem Name="Frontend::Module###AgentTicketChat" Required="0" 
> Valid="1">
> 
> and I've done the same thing for some other modules in Ticket.xml and 
> Framework.xml, had no problems with it, it works
> 
> sometimes, after I  manually edit one of the .xml files I must also 
> enable the new module from:
> Admin->SysConfig->Ticket/Framework->Frontend::Admin/Agent::ModuleRegistration
> 
> I do not understand why this interface does not offer the possibility to 
> register new modules, only to edit already existing ones. It took me 
> some time until I figured out how to add new ones by editing the xml.
> 
> the modules you will want to add, most probably will be somehow similar 
> to existing ones (more or less), you should just grep  
> Kernel/Config/Files/ for the existing module, and register the new one 
> the same way the existing one is registered. this has always worked for 
> me :)
> 
> 
>>So I wondered about a bunch of questions:
>>
>>- if INC contains relative paths, which directory are they relative
>>to? The one containing index.pl?
>>
>>- where/how is INC assembled?
>>
>>- why does it work for all kind of in-the-box modules but does not
>>work for "mine"?
>>
>>- why can't I find any documentation on how to write new modules for
>>OTRS2?
>>
>>Thanks for helping out.
>>
>>[1] http://otrs/index.pl?Action=myModule&TicketID=10
>>--
>>Denis Jedig
>>syneticon networks GbR             http://syneticon.net/service/
>>
>>_______________________________________________
>>OTRS mailing list: dev - Webpage: http://otrs.org/
>>Archive: http://lists.otrs.org/pipermail/dev
>>To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
> 
> 
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Daniel Dumitrache | 8 Mar 00:44 2006

Re: Module howto?

On Wednesday 08 March 2006 01:19, Bertagaz wrote:
> Hi,
>
> About documentation related to modules, there is:
> http://doc.otrs.org/1.3/en/html/, chapter 24 and 25
>
> It's 1.3, but I don't think there are that much differences with 2.0.

I've read all that trying to understand how to get a new module to work, 
and with otrs2 it does not work. In there it says you only have to save 
the new module in Kernel/Modules/, and as Denis Jedig said, this  does 
not work in otrs2. the documentation is very outdated.

>
> Another usefull link is http://dev.otrs.org/

I believe this is outdated too, reading the source code for otrs2 is the 
best source of information on stuff like this.

>
> Bert.
>
> Daniel Dumitrache a écrit :
> > On Tuesday 07 March 2006 18:10, Denis Jedig wrote:
> >>Greetings list,
> >>
> >>I wonder where I can find a comprehensive documentation on how to
> >>write and install modules in OTRS2.
> >
> > yeah, that would be so nice :)
> >
> >>I made some efforts mimicing some of the simpler internal modules
> >> but already ran into trouble by just renaming an existent module
> >> (namely AgentTicketCustomer) and trying to incorporate it into the
> >> MenuModule - it shows up in the ticket menu but calling the
> >> appropriate URL[1] throws me a "Can't locate
> >> Kernel/Modules/myModule.pm in  <at> INC ( <at> INC contains: ../../[..]"
> >
> > I solved this by registering myModule in  Kernel/Config/Files/
> > I did not perfectly understand where/how to register a module, but
> > using the existing registered modules I managed  to do it.
> >
> > For example, I have a module that displays/modify(+other sstuff)
> > some info on a customer, in Ticket.xml I copied the section for
> > AgentCustomerInfo, and modified it to fit myModule (mostly renaming
> > some xml keys/data). Here's an example, my module is named
> > AgentLiveCustomer :
> > $ grep -C 15 Live  Ticket.xml
> >         </Setting>
> >     </ConfigItem>
> >     <ConfigItem Name="Frontend::Module###AgentTicketZoom"
> > Required="0" Valid="1">
> >         <Description Lang="en">Frontend module registration for the
> > AgentTicketZoom object in the agent interface.</Description>
> >         <Description Lang="de">Frontendmodul-Registration des
> > AgentTicketZoom-Objekts im Agent-Interface.</Description>
> >         <Group>Ticket</Group>
> >         <SubGroup>Frontend::Agent::ModuleRegistration</SubGroup>
> >         <Setting>
> >             <FrontendModuleReg>
> >                 <Description>Ticket Zoom</Description>
> >                 <Title>Zoom</Title>
> >                 <NavBarName>Ticket</NavBarName>
> >             </FrontendModuleReg>
> >         </Setting>
> >     </ConfigItem>
> >     <ConfigItem Name="Frontend::Module###AgentLiveCustomer"
> > Required="0" Valid="1">
> >         <Group>Ticket</Group>
> >         <SubGroup>Frontend::Agent::ModuleRegistration</SubGroup>
> >         <Setting>
> >             <FrontendModuleReg>
> >                 <Description>AgentLiveCustomer</Description>
> >                 <Title>AgentLiveCustomer</Title>
> >                 <NavBarName>AgentLiveCustomer</NavBarName>
> >             </FrontendModuleReg>
> >         </Setting>
> >     </ConfigItem>
> >     <ConfigItem Name="Frontend::Module###AgentCustomerInfo"
> > Required="0" Valid="1">
> >         <Group>Ticket</Group>
> >         <SubGroup>Frontend::Agent::ModuleRegistration</SubGroup>
> >         <Setting>
> >             <FrontendModuleReg>
> >                 <Description>AgentCustomerInfo</Description>
> >                 <Title>AgentCustomerInfo</Title>
> >                 <NavBarName>AgentCustomerInfo</NavBarName>
> >             </FrontendModuleReg>
> >         </Setting>
> >     </ConfigItem>
> >     <ConfigItem Name="Frontend::Module###AgentTicketChat"
> > Required="0" Valid="1">
> >
> > and I've done the same thing for some other modules in Ticket.xml
> > and Framework.xml, had no problems with it, it works
> >
> > sometimes, after I  manually edit one of the .xml files I must also
> > enable the new module from:
> > Admin->SysConfig->Ticket/Framework->Frontend::Admin/Agent::ModuleRe
> >gistration
> >
> > I do not understand why this interface does not offer the
> > possibility to register new modules, only to edit already existing
> > ones. It took me some time until I figured out how to add new ones
> > by editing the xml.
> >
> > the modules you will want to add, most probably will be somehow
> > similar to existing ones (more or less), you should just grep
> > Kernel/Config/Files/ for the existing module, and register the new
> > one the same way the existing one is registered. this has always
> > worked for me :)
> >
> >>So I wondered about a bunch of questions:
> >>
> >>- if INC contains relative paths, which directory are they relative
> >>to? The one containing index.pl?
> >>
> >>- where/how is INC assembled?
> >>
> >>- why does it work for all kind of in-the-box modules but does not
> >>work for "mine"?
> >>
> >>- why can't I find any documentation on how to write new modules
> >> for OTRS2?
> >>
> >>Thanks for helping out.
> >>
> >>[1] http://otrs/index.pl?Action=myModule&TicketID=10
> >>--
> >>Denis Jedig
> >>syneticon networks GbR             http://syneticon.net/service/
> >>
> >>_______________________________________________
> >>OTRS mailing list: dev - Webpage: http://otrs.org/
> >>Archive: http://lists.otrs.org/pipermail/dev
> >>To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
>
> _______________________________________________
> OTRS mailing list: dev - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/dev
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

-- 
Daniel Dumitrache

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Christian Schoepplein | 8 Mar 16:45 2006

Re: Module howto?

Hi,

On Di, Mär 07, 2006 at 05:10:54 +0100, Denis Jedig wrote:
>I wonder where I can find a comprehensive documentation on how to write and
>install modules in OTRS2.

We are still in the process to write a developper manual for OTRS. A 
draft can be found at

http://www.otrs.com/~me/doc-developer/en/

Hope this draft already answers your questions :).

Best regards,
Christian

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Gmane