The OTRS developers discuss various design and implementation issues here

Thomas Raith | 5 Sep 2007 08:58

Ideas for the OTRS-Developer tool Fred

Hi OTRS-Developers,

Fred is a development module whose purpose is to find problems in any
OTRS module as they occur (as opposed to reading about them in the
Apache logfile).
Fred traces the execution of OTRS modules and scrutinizes their output
in order to find any problems (for instance with regards no HTML-tags
not being closed, etc.).
Judging from our own experience, Fred is a very valuable tool as it
makes problems visible very early in the development cycle.

If Fred detects an error it includes the error warning
in the HTML-Output of OTRS just in time.

Actually it finds
    * perl warnings (for example uninitialized value)
    * html syntax errors
    * translation missing

Now we would like to include more useful functions.
So please give feedback if you have any ideas yourself.

At the moment we discuss the following features:
    * improve the handling of the 'translation missing' detection
    * a function to detect {ConfigObject}->Get calls without a feedback
    * otherwise a detection to find unused config xml settings
    * function to include benchmarking and profiling modules like
      Benchmark, Devel::DProf and Devel::SmallProf

Thank you for your new ideas. Suggestions for improvements to the

(Continue reading)

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Laurent Minost | 5 Sep 2007 14:39

X-OTRS-Owner like header ?

Hi,

Anyone here who knows of an X-OTRS header which would allow to set the owner of a new created ticket please ?
Searched for an X-OTRS-Owner header but it seems ot doesn't exist yet.

Any personal source-code modifications, add-on to implement this feature would be gratefully appreciate :).

Thanks by advance.

BR

Laurent MINOST

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Martin Edenhofer | 6 Sep 2007 16:47

Re: X-OTRS-Owner like header ?

Hi Laurent,

Laurent Minost schrieb:

> Anyone here who knows of an X-OTRS header which would allow to set the
> owner of a new created ticket please ?
> Searched for an X-OTRS-Owner header but it seems ot doesn't exist yet.
> 
> Any personal source-code modifications, add-on to implement this feature
> would be gratefully appreciate :).

There is currently no implementation of X-OTRS-Owner or X-OTRS-Lock,
because it is against the philosophy. :)

 -=> Do nothing based on a individual person (what is if somebody is on
vacation or somebody is not available). Do everything queue based.

Greetings,

  -Martin
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sven.waibel | 6 Sep 2007 16:57

Autoreply: Re: X-OTRS-Owner like header ?

Hallo,

bin hier nicht mehr zu erreichen.

Falls Sie keinen alternativen Ansprechpartner haben, dann wenden Sie sich bitte an info <at> imbus.de

Grüße
Sven Waibel

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Martin Edenhofer | 6 Sep 2007 16:59

Re: About the development of OTRS

Hi Raffoul,

Eduardo Raffoul schrieb:

> Im a student of Computers Engineering <https://www.ldc.usb.ve/%7Ecpc/>
> at Universidad Simón Bolívar <http://www.usb.ve> (Simon Bolivar
> University), in Caracas, Venezuela. I'm currently in my workgrade, it's
> about evaluating a few open source's tracking issue systems, with the
> intention of selecting the best one to extend its functionality. Under
> the evaluation's methodology (one designed in my university) i need to
> compare some information of the systems. I'm writing to know if there is
> any of the following items availables in some place, or if some one here
> can answer me. 

I'll try my best to answer your questions. :)

> The items are this: 
>  
> * ¿Is there a software and system's requirements list defined by the
> developers or comunity developers? 

May our looking for something like the "Hard and software requirements"
chapter in the admin manual?

Here would be the information you are looking for:

 http://doc.otrs.org/2.2/en/html/x224.html

> * ¿Does it exists a definition of the acceptance criteria? 

No.

> * ¿Is it defined a check criteria for all the software units with
> respect to the requirements? 

No.

> * ¿Does the software units were defined as the design? 

Yes, may be you are looking for the developer manual. It's located under

 http://doc.otrs.org/developer/2.2/en/html/

> * ¿Does it exists a tests plain? 

Yes. We have many of unit tests. Here is a snap shot of the current
release OTRS 2.2

http://opms.otrs.com/otrs/public.pl?Action=PublicUnitTest&Subaction=ProductView&Product=OTRS+2.2.x+CVS

> * ¿How was the frequency of the tests plain? (half-yearly, quarterly,
> bi-monthly, per week, per day) 

It's done per day on many different platforms. See on opms.otrs.com

> * ¿Does it exists a check criteria to the product? 

I'm not sure what you mean. But I would say yes.

> * ¿Does it exists checking activities? 

I'm not sure what you mean. But I would say yes.

> * ¿What is the proportion between the functionalities that belongs to
> other systems and the total of the product's functionalities? 

See http://otrs.org/feature/, I think it will help you to answer this
question. ;)

> * ¿How old, in months, is the software? (Since the first release) 

The fist public version has been released 2002-04-09. So it's about 64
months. PS: It's also working on 64 bit os. .-)

Many greetings,

  -Martin

((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
  Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
    http://www.otrs.com/ :: Communication with success!
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Laurent Minost | 6 Sep 2007 17:23

Re: X-OTRS-Owner like header ?

Hi Martin,

Thanks for your reply.
Isn't it possible for another agent to (force) take tickets owned at a specific moment by another agent ?
In our case unlock timeout is configured for the queue, so no real "problem" if someone is unavailable or on vacation ...

Therefore, purpose of my question was above all for importing old tickets data from another ticket software. This would have been very useful to me ...

At the moment as a "workaround" as I wasn't able to find an OTRS configuration to do it at import/ticket creation time, I did a post-importation PHP script to modify via SQL queries values of user_id / responsible_user_id / change_by / create_by in tickets table. Do you see any other informations in SQL tables that need to be updated please ?

Thanks for your answer and time.

BR,

Laurent MINOST

Le jeudi 06 septembre 2007 à 16:47 +0200, Martin Edenhofer a écrit :

Hi Laurent, Laurent Minost schrieb: > Anyone here who knows of an X-OTRS header which would allow to set the > owner of a new created ticket please ? > Searched for an X-OTRS-Owner header but it seems ot doesn't exist yet. > > Any personal source-code modifications, add-on to implement this feature > would be gratefully appreciate :). There is currently no implementation of X-OTRS-Owner or X-OTRS-Lock, because it is against the philosophy. :) -=> Do nothing based on a individual person (what is if somebody is on vacation or somebody is not available). Do everything queue based. Greetings, -Martin _______________________________________________ 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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Martin Edenhofer | 6 Sep 2007 17:33

Re: X-OTRS-Owner like header ?

Hi Laurent,

Laurent Minost schrieb:

> Isn't it possible for another agent to (force) take tickets owned at a
> specific moment by another agent ?

Do you mean something like a agent-email-interface (where a agent can
take over, lock, unlock, answer, ...) tickets?

> In our case unlock timeout is configured for the queue, so no real
> "problem" if someone is unavailable or on vacation ...
> 
> Therefore, purpose of my question was above all for importing old
> tickets data from another ticket software. This would have been very
> useful to me ...

Now I understand what you mean. Maybe you find a solution by using the
generic agent.

> At the moment as a "workaround" as I wasn't able to find an OTRS
> configuration to do it at import/ticket creation time, I did a
> post-importation PHP script to modify via SQL queries values of user_id
> / responsible_user_id / change_by / create_by in tickets table. Do you
> see any other informations in SQL tables that need to be updated please ?

Only for beautifying; ticket_history and article change_by / create_by.
But only for beautifying (would also work without).

> BR,

  -Martin

((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
  Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
    http://www.otrs.com/ :: Communication with success!
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O'Rourke, Shawn | 6 Sep 2007 17:32

Search Results: Display total time ticket was opened for

Is there a way to display the time difference between when a ticket was opened and closed? I notice that in the mysql database there is a create_time and a change_time but I’m not sure how to display the difference of these two in my search results.

Thanks in advance

-Shawn

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Laurent Minost | 6 Sep 2007 17:52

Re: X-OTRS-Owner like header ?

Good, i do not dislike beautifying :)
thanks a lot for your answer and sorry for my english that is surely not "ideal" (I'm french) :o)

This mailing list is a pleasure, that's the best way to go on quickly with OTRS by having a direct contact and answers from its developers !

Thanks again.

BR,

Laurent MINOST

Le jeudi 06 septembre 2007 à 17:33 +0200, Martin Edenhofer a écrit :

Hi Laurent, Laurent Minost schrieb: > Isn't it possible for another agent to (force) take tickets owned at a > specific moment by another agent ? Do you mean something like a agent-email-interface (where a agent can take over, lock, unlock, answer, ...) tickets? > In our case unlock timeout is configured for the queue, so no real > "problem" if someone is unavailable or on vacation ... > > Therefore, purpose of my question was above all for importing old > tickets data from another ticket software. This would have been very > useful to me ... Now I understand what you mean. Maybe you find a solution by using the generic agent. > At the moment as a "workaround" as I wasn't able to find an OTRS > configuration to do it at import/ticket creation time, I did a > post-importation PHP script to modify via SQL queries values of user_id > / responsible_user_id / change_by / create_by in tickets table. Do you > see any other informations in SQL tables that need to be updated please ? Only for beautifying; ticket_history and article change_by / create_by. But only for beautifying (would also work without). > BR, -Martin ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success! _______________________________________________ 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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Martin Edenhofer | 6 Sep 2007 18:18

Re: Search Results: Display total time ticket was opened for

Hi Shawn,

O'Rourke, Shawn schrieb:
> Is there a way to display the time difference between when a ticket was
> opened and closed?  I notice that in the mysql database there is a
> create_time and a change_time but I’m not sure how to display the
> difference of these two in my search results.

Unfortunately not in a default OTRS. OTRS is self can calculate this
time very easy (also only service time (working hours) for this time).

But for the search result it's not possible without modifying the code.

Greetings,

  -Martin

((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing
  Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18
    http://www.otrs.com/ :: Communication with success!
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