Jennifer Valdez | 1 May 16:25 2006
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Release of 2.0.5?

Is the 2.0.5 release available yet? What bugs will be fixed?

Thanks,
Jennifer Valdez

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Christian Schoepplein | 2 May 09:27 2006

Re: Release of 2.0.5?

Hello,

On Mo, Mai 01, 2006 at 08:25:42 -0600, Jennifer Valdez wrote:
>Is the 2.0.5 release available yet? 

No, it is not available yet. Also there is no exact release date planed 
yet, but it shouldn't be so far.

>What bugs will be fixed?

Please see the CHANGELOG file for the 2.0 branch for an overview for the 
fixed problems. You can check out this file from our cvs server.

>Jennifer Valdez

Regards,
Christian

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Matt Linton | 2 May 19:32 2006
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[Fwd: Re: SPAM Subject: Re: [otrs] Multiple OTRS installations, same machine]


Hello all;

I sent this to the users list but didn't get specific feedback on the 
parts of the code I was interested in, so this seems like a more 
appropriate channel.

I have two OTRS installations within a single Apache -- one in mod_perl2 
and one in plain CGI mode.  If I set the SystemIDs too close together, 
Log.pm seems to panic.

For instance, if #1 is SystemID 01 and #2 is SystemID 02, then they

conflict on memory space (it appears).

If #1 is SystemID 01 and #2 is SystemID 20, then they do not conflict.  
It looks like in Syslog.pm, shmget is using SystemID as a parameter in 
grabbing shared memory.  Am I reading this right, and can this problem 
be duplicated?

The offending line of code seems to be:

    75          $Self->{IPCSize} = $Param{ConfigObject}->Get('LogSystemCacheSize
') || 4*1024;
    76          # init session data mem (at first a dummy for RH8 workaround)
    77          shmget(($Self->{IPCKey}+1), 1, 0777 | 0001000);
    78          # init session data mem (the real one)
    79          $Self->{Key} = shmget($Self->{IPCKey}, $Self->{IPCSize}, 0777 | 
0001000) || die $!;
    80      }
(Continue reading)

Alexander Scholler | 5 May 08:51 2006
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feature-request: sender_type_id and internal/external phone-calls

Hi,

it's important for me to distinguish whether a phone call was 
initialized by an agent or a customer.

That's not possible at the moment, neither at ticket-creation nor at 
later phone-calls.

I noticed that the current behavior of OTRS is that new phone tickets 
are stored within the article-table with sender_type_id = 3 = customer, 
later phone calls are stored as sender_type_id = 1 = agent.

The possibility to give OTRS the information who started the call would 
be appreciated.

Another "problem" is that phone-calls and mail-replies are always shown 
in the customer-webgui. At least a drop-down-selection within the 
phone-mask would be helpful to decide whether the call is displayed for 
the customer (external call) or not (internal call) - similar with notes 
where this feature is already implemented.

And another good feature: the possibility to change article-types (e.g. 
int/ext) after creation, for the case of having created an article with 
the wrong int/ext-information. This is already prepared within the 
DB-schema (change_by, change_time).
Here I also want to mention a problem.
A ticket cannot be solved by our team, so we do an forward e.g. to the 
external SW-developer.  That forward contains sensible information which 
should be read by the customer, so that forward in of type "internal". 
The problem is that the incoming reply is of type "external" and so can 
(Continue reading)

Alex Mihicinac | 5 May 14:24 2006
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bouncing mail to archive maling list

Hi all,

can someone tell me which function should I use for "bouncing" incoming 
mail to external-archive mailing list - before "bouncing" mail, I'd like 
to get mails tagged with OTRS ticket#.

If I use bounce function mail gets to archive mailing list, but Subject 
doesn't have OTRS ticket number in it.

All hints are welcome!

Best regards,

Alex
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Alexander Scholler | 8 May 16:18 2006
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DB-table links

Hi,

I have a problem in understanding the DB-schema illustrated in
ftp://ftp.otrs.org/pub/otrs/misc/otrs-2.0-database.png

Some links between tables presented in this PNG are

ticket.id to
  * article.ticket_id (1:n)
  * time_accounting.ticket_id (1:n)
  * ticket_history.ticket_id (1:n)
    -> attention: there's a mistake in the png!

article.id to
  * ticket_history.article_id
  * time_accounting.article_id

A link is present from article.ticket_id to time_accounting.ticket_id - 
these values must always be the same on linked table-entries.
The problem is that

select a.* from article a inner join time_accounting ta on a.id = 
ta.article_id where a.ticket_id != ta.ticket_id order by a.id;

return 27 results.

select a.* from article a inner join ticket_history th on a.id = 
th.article_id where a.ticket_id != th.ticket_id order by a.id;

return 91 results.
(Continue reading)

Luca Borsari | 11 May 14:53 2006

info to develop a custom module

Hi there.
I need to extract some stat info (ex: Agent avg. ticket lead time, etc)
from our otrs server, to monitor/improve our support service.
Reading old posts to ADMIN/DEV lists, and lloking at the docs,
 i've found the DB tables storing the info i need.

I could make a perl scipt to extract data and produce the
stat i need, but i would rather prefer to implement it
directly in OTRS, as a custom module (OTRS web application framework)

Looking at the online Developer Manual, it seems to me that the
process to do that will be something like:
  *) Create a custom frontend module (in Kernel/Modules/)
  *) Create the HTML (dtl) to manage input parametrs
  *) Create the HTML (dtl) to generate output
  *) Modify Agent menu to include the new link (button)

being new to otrs hacking, my first question is...am i doing something
completely wrong...?

What it would be great for me to have at this stage, is a sort of
"beginners otrs dev guide", implementing an hello word like feature using
the OTRS web devlopment framework.

Any clue?

TIA
l.

_______________________________________________
(Continue reading)

Martin Edenhofer | 12 May 12:06 2006

Re: info to develop a custom module

Hi Luca,

Luca Borsari schrieb:

> I need to extract some stat info (ex: Agent avg. ticket lead time, etc)
> from our otrs server, to monitor/improve our support service.
> Reading old posts to ADMIN/DEV lists, and lloking at the docs,
>  i've found the DB tables storing the info i need.
> 
> I could make a perl scipt to extract data and produce the
> stat i need, but i would rather prefer to implement it
> directly in OTRS, as a custom module (OTRS web application framework)
> 
> Looking at the online Developer Manual, it seems to me that the
> process to do that will be something like:
>   *) Create a custom frontend module (in Kernel/Modules/)
>   *) Create the HTML (dtl) to manage input parametrs
>   *) Create the HTML (dtl) to generate output
>   *) Modify Agent menu to include the new link (button)
> 
> being new to otrs hacking, my first question is...am i doing something
> completely wrong...?

No. You are on the right way. :)

> What it would be great for me to have at this stage, is a sort of
> "beginners otrs dev guide", implementing an hello word like feature using
> the OTRS web devlopment framework.

Sould be there: http://doc.otrs.org/developer/2.0/en/html/ :-)
(Continue reading)

Alexander Scholler | 15 May 14:36 2006
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Own Statistic extensions

Hi,

after some work I now know that it's quite easy to use the statistic 
framework to "write" your own statistics.

In graph-output mode, each -row- of the table is displayed as one line.
I now have the following problem:

I use time-related SQL-queries to get the data, e.g.
"Date, No. of Tickets" represents one row of the queried date.
But that means that the graph-line, in this case just one single line, 
namly "No. of tickets" is presented by one -column-.

The question is:
* how can a table (x,y) be "rotated" to (y,x) (sorry, I'm a perl newbie 
- could you give me a code snip) or
* can the statistic framework be told that the columns represent the 
data-lines.

Bye, Alex
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Thomas Raith | 15 May 16:27 2006

Re: Own Statistic extensions

Hi Alex,

> The question is:
> * how can a table (x,y) be "rotated" to (y,x) (sorry, I'm a perl newbie
> - could you give me a code snip) or

8<-----------------------------------------------------
my  <at> NewStatArray = ();
my $Title =  shift( <at> StatArray);
foreach my $Key1 (0..$#StatArray) {
    foreach my $Key2 (0..$#{$StatArray[0]}) {
        $NewStatArray[$Key2][$Key1] = $StatArray[$Key1][$Key2];
    }
}
$NewStatArray[0][0] = '';
unshift( <at> NewStatArray, [$Title]);
 <at> StatArray =  <at> NewStatArray;
------------------------------------------------------>8

With kind regards

Thomas

PS: I make a dynamic-statistic-module for OTRS 2.1.
    Then it is very easy to make stat settings.
    In a few month OTRS 2.1 is available.
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(Continue reading)


Gmane