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Martin Edenhofer | 4 Jan 2008 00:45

Re: Fatal error on /Kernel/System/Config.pm line 1325

Hi Eduardo,

On Nov 14, 2007, at 16:58 , Eduardo Raffoul wrote:

> >   I have been having some troubles with otrs, specificically after  
> logging
> >   in and when i go into the AdminSysConfig Module. The system  
> crashes and
> >   trhows this error:
> >
> >   [Tue Nov 13 10:44:07 2007] -e: Attempt to free unreferenced  
> scalar: SV
> >   0xbcd788dc, Perl interpreter: 0xbc365e98 at
> >   /opt/otrs//Kernel/System/Config.pm line 13
> >   25.
> >   [...]
> >   [Tue Nov 13 10:44:07 2007] -e: Attempt to free unreferenced  
> scalar: SV
> >   0xbc94ffe8, Perl interpreter: 0xbc365e98 at
> >   /opt/otrs//Kernel/System/Config.pm line 13
> >   25.
> >   [Tue Nov 13 10:44:08 2007] [notice] child pid 4500 exit signal
> >   Segmentation fault (11)
> >
> >   Sometimes the SegFault comes with several memory pointers  
> errors. This
> >   happens with Perl 5.8.8-25 (at least) and newer versions. I  
> already
> >   reported this as a bug but, but someone has seen this before and  
> how to
(Continue reading)

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Jayasimha MR | 6 Jan 2008 18:11
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Newbie Question on OTRS Customization

Hello All,

I am new to OTRS and am trying to get it to work for the Requirement that i am having.
I have gone through the Developer's Manual (Chap-9), Admin Manul (Chap-14) and have 
a decent Understanding of what is it that is needed. I tried a few customization like
Ignoring a few fields while displaying in the Output/HTML/<>/*.dtl, But i must say
i had partial Success and not complete. 

I am stating the requirement below, hoping that i can get a Fresh view on how to
go about customizing OTRS to fit my need.

  1. Only 1 Interface is needed (No concept of Customer or Public)
  2. LDAP Authentication for Users with that particular Interface (Say AgentInterface)
  3. I was able to get LDAP working with the help of another colleague
  4. Now The default Screen that is popped up is AgentTicketQueue! this has Tickets that are assigned to the Agent. The requirement is rather to have a list of Tickets that have been raised and who is working on what, how much time is spent on each, what is the priority level etc... This should be shown in the First Screen the User sees
  5. When User (Agent you call it) wants to Log a Ticket, he/she should be able to do that and have it Displayed to anyone who logs in after the ticket is created. 
  6. The Stats Screen to have a detailed Reports on How many issue came in, what was the Mean Time to Resolve, Escalation Details, etc..
Can you please share with me a detailed Howto? I have spent about 5 days on it and i do not have much time
left to tinker the Kernel/Module Kernel/Output Directories. Please Help.

Thanks,
Jayasimha

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Manuel Hecht - OTRS AG | 10 Jan 2008 11:11
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Problem with OTRS when running on MSSQL

Hello DEV list,

ATTN: All MSSQL Sepcialists! We need your help! We have a current problem with OTRS when running on MSSQL.

An exact description of the problem is located at:
http://bugs.otrs.org/show_bug.cgi?id=2227

The solution, as presented by Mortiz, functions great. The problem is: The solution requires that all core
functions that use LIKE would need to be called using QuoteLike(). We view this change as unacceptable,
due to the fact that the entire core must be overhauled to reflect this change, and that in all other modules
that would be developed using the QuoteLike() call could be easily forgotten. With the exception of
MSSQL, all DBMS's can handle a LIKE in this situation without problem.

We would prefer a fix in the DBMS drivers within OTRS. Our preference would be to find a configurations
option in MSSQL that would deactivate the behavior of square brackets in connection with the LIKE
function. We could then send this option to MSSQL with the connection information. We were unsuccessful
in finding anything of use in the MSSQL documentation. We have great interest in hearing if anyone knows a
way to do this.

Please contact us if you know anything that may help.

  Best regards,
  Manuel Hecht

((otrs)) :: OTRS AG :: 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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Simon Adams | 10 Jan 2008 11:25

Admin/SysConfig

Chaps,
 
I've taken over an OTRS installation and the admin/sysconfig top level icon has disappeared. I've tried looking in ZZZAAuto.pm and ZZZAuto.pm to see a front end item being deleted, but can't see anything.
 
Can anyone suggest where I should look to recover these icons?

Regards,

Simon

 
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Torsten Thau | 11 Jan 2008 11:15
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Re: [RFC] share some OTRS themes


Hi otrs-dev,

there's a new version of the VerticalNavBar-Theme available:

http://www.cape-it.de (under "Downloads und Demos")

or directly

http://www.cape-it.de/download/VerticalNavBar-1.0.0.opm.tar.gz
http://www.cape-it.de/download/VerticalNavBar-1.0.0.opm

 <at> OTRS-crew: how is the planning for addons.otrs.org going on? ...just
want to remember you :)

regards, Torsten Thau

--
Torsten Thau, Dipl. Inform.
c.a.p.e. IT GmbH - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
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Laurent Minost | 11 Jan 2008 14:38
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Re: [RFC] share some OTRS themes

Hi,

Could you tell me what are the changes please ? ( or if you have a 
CHANGES file somewhere, I did not check this for the moment )

Thanks.
Best regards.

Laurent

Torsten Thau a écrit :
> -----BEGIN PGP SIGNED MESSAGE-----
> Hash: SHA1
> 
> Hi otrs-dev,
> 
> there's a new version of the VerticalNavBar-Theme available:
> 
> http://www.cape-it.de (under "Downloads und Demos")
> 
> or directly
> 
> http://www.cape-it.de/download/VerticalNavBar-1.0.0.opm.tar.gz
> http://www.cape-it.de/download/VerticalNavBar-1.0.0.opm
> 
> 
>  <at> OTRS-crew: how is the planning for addons.otrs.org going on? ...just
> want to remember you :)
> 
> 
> regards, Torsten Thau
> 
> - --
> Torsten Thau, Dipl. Inform.
> c.a.p.e. IT GmbH - Annaberger Str. 240 - D-09125 Chemnitz
> phone: +49 371 5347 623
> cell: +49 176 66 680 680
> personal pgp-key: 0x93E0A174
> company pgp-key: 0x292F987D
> fax: +49 371 5347 625
> http://www.cape-it.de
> AG Chemnitz - HRB 23192
> -----BEGIN PGP SIGNATURE-----
> Version: GnuPG v1.4.6 (GNU/Linux)
> 
> iD8DBQFHh0HHvXo8m5PgoXQRAqBcAKCFVZfZ/1PQGXiyIacLqgvSoq61GgCggOZh
> skiitBaRqijhq+Or9NsrWWY=
> =HYwD
> -----END PGP SIGNATURE-----
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Torsten Thau | 11 Jan 2008 16:13
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Re: [RFC] share some OTRS themes


Hi Laurent,

Laurent Minost schrieb:
> Hi,
> 
> Could you tell me what are the changes please ? ( or if you have a
> CHANGES file somewhere, I did not check this for the moment )
> 

...the theme is quite identical with the one we use in our system. I
fixed some HTML-errors (ok nothing serious but some open table cells and
rows). The major change is that the two NavBar-versions are now included:

=> VerticalNavBar1: modules on top, module-functions on the left
=> VerticalNavBar2: modules on the left, module functions on top

regards, Torsten Thau

--
Torsten Thau, Dipl. Inform.
c.a.p.e. IT GmbH - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
company pgp-key: 0x292F987D
fax: +49 371 5347 625
http://www.cape-it.de
AG Chemnitz - HRB 23192
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Webdesign Richter | 13 Jan 2008 17:03
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Own expansion in closing a ticket

Hello,

 

I would like to program an „easy“ expansion in closing a ticket. I need more fields on the frontend screen “Ticket Close”. I know OTRS has 16 freetext fields, but this is not enough.

It sounds strange, but it is a requirement of the client. I need more than 16.

So I updated the AgentTicketClose.dtl file like this:

                <tr>

                  <td colspan="2" class="contentkey">Variable 1:</td>

                  <td class="contentvalue"><input type="text" name="Variable 1" size="3"></td>

                </tr>

Now I must handle these Variable 1.

When the button “close”  is pressed, these variable should be saved into my Database into an extra table with the ticket id.

The reason for this expansion is that the agents should write more information about a ticket when it will be closed.

 

I need your help as soon as possible.

Thank you in advance.

 

Yours faithfully

Dirk

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Torsten Thau | 13 Jan 2008 19:57
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Re: Own expansion in closing a ticket


Hi Dirk,

> So I updated the AgentTicketClose.dtl file like this:
> 
>                 <tr>
> 
>                   <td colspan="2" class="contentkey">Variable 1:</td>
> 
>                   <td class="contentvalue"><input type="text"
> name="Variable 1" size="3"></td>
> 
>                 </tr>
> 
> Now I must handle these Variable 1.
> 
> When the button “close”  is pressed, these variable should be saved into
> my Database into an extra table with the ticket id.
> 

basically there are three steps of implementation:

(1) you need a core module e.g. Kernel::System::SpecialTable :) for
accessing the new db-table, this object need to be instantiated in the
module which is used by the close-form.

(2) furthermore you need a modified Kernel::Module::AgentTicketClose
(I'd recommend to write a new one and disable the original module via
the sysconfig). In this module you access your form fields an pass them
to the Kernel::System::SpecialTable-object which writes them to the db.

(3) the frontend (dtl) needs to be extended - this is the part you've
already done :)

This should be enough for writing these values. But there might be
desires to read (or even modify) them. To do this you need to extend the
corresponding frontend module and it's dtls - or create a new one.

regards, Torsten Thau

--
Torsten Thau, Dipl. Inform.
c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz
phone: +49 371 5347 623
cell: +49 176 66 680 680
personal pgp-key: 0x93E0A174
fax: +49 371 5347 625
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Thomas | 14 Jan 2008 08:12
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Status of Bugs

Hi there

(http://lists.otrs.org/pipermail/dev/2007-November/001771.html)

> André Bauer wrote 
>
> TM> I wan't to know:
> TM> - shouldn't i post patches?
> TM> - will there ever be any answer like "good patch", "bad patch" or something like that?
> 
> Just be a bit more patient. Normaly all Bugs are answered after a
> while. 

Just wanted to know, what the definition of "after a while" is.

Both (IMHO annoying) bugs (http://bugs.otrs.org/show_bug.cgi?id=2036,
http://bugs.otrs.org/show_bug.cgi?id=2304) still open.

- Thomas

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Gmane