The OTRS developers discuss various design and implementation issues here

ch po | 1 Sep 2008 15:42

Ticket.pm enhancement

Hi,

how can I add some features to the sources of the living version of otrs?
In this particular case I have extended Kernel/System/Ticket.pm to include a parameter OldState on the
call to TicketEventHandlerPost because I have seen no other easy way to handle different actions on the
same new state but different old states.
Also I have added a TicketFreeTime<X>OlderNow To TicketSearch so I have not to first build the string-date
for the actual time in generic agent if I want to have FreeTime as timer.

regards
Christian
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Martin Edenhofer | 2 Sep 2008 16:28

Re: Ticket.pm enhancement

Hi Christian,

On Sep 1, 2008, at 15:42 , ch po wrote:
> how can I add some features to the sources of the living version of  
> otrs?
> In this particular case I have extended Kernel/System/Ticket.pm to  
> include a parameter OldState on the call to TicketEventHandlerPost  
> because I have seen no other easy way to handle different actions on  
> the same new state but different old states.
> Also I have added a TicketFreeTime<X>OlderNow To TicketSearch so I  
> have not to first build the string-date for the actual time in  
> generic agent if I want to have FreeTime as timer.

Sounds interesting! ;)

a) TicketEventHandlerPost & additional option attributes
    -=> Currently it's not done at all to give dedicated
    params based on event to TicketEventHandlerPost() to
    keep a clear (always the same) API.
    So at the current state I would not say that it's
    a good choose to do so.

b) TicketFreeTime<X>OlderNow sounds good, can you post
    it on the list?

Greetings,

  -Martin

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cp-otrs | 4 Sep 2008 13:07

Re: Ticket.pm enhancement

Hi Martin,

the diff for the TicketFreeTimeXOlderNow

$Id: Ticket.pm,v 1.338 2008/08/03 15:26:35 martin Exp 

3812a3818,3822
>         # get tickets with freetime older then now
>         if ( $Param{'TicketFreeTime'.$_.'OlderNow'} ) {
>             $SQLExt .= " AND st.freetime$_ <= Now()";
>         }
> 
4042c4052,4054
<         $Param{TicketPendingTimeOlderDate} = $Time;
---
>         $Param{TicketPendingTimeOlderDate} = $Self->{TimeObject}->SystemTime2TimeStamp(
>             SystemTime => $Time,
>         );
4049c4061,4063
<         $Param{TicketPendingTimeNewerDate} = $Time;
---
>         $Param{TicketPendingTimeNewerDate} = $Self->{TimeObject}->SystemTime2TimeStamp(
>             SystemTime => $Time,
>         );

I have made some other extensions like a timestamp parameter in SetFreeTime and a limit in getHistory.
see attached file

Regards
Christian

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JR | 9 Sep 2008 14:25

can not get initial login

I used apt get install otrs2 in feisty/ubuntu.

I set up db, user otrs is set for me in wizard. 
yet when finished I get a error

error: access denied to user 'otrs' <at> 'localhost' 
(using passingword:NO)

Please tell me what to fix. thank you.

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Alistair McGlinchy | 9 Sep 2008 15:09

SLAGet Method

Hi

I'm developing a little extension to OTRS and I noted an unusual requirement in the SLAGet method in the Kernel::System::SLA module.

The method requires two arguments (SLAID and UserID) while all of the other <Object>Get methods (eg Group, Queue, Service) take a single "ID" as an argument.

Reading the code I cannot see any use of the UserID except to bawk if the user hasn't provided one, and sticking in a random UserID works, but I wonder if I am missing something.

Cheers

Alistair

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Mike Lykov | 26 Sep 2008 11:13

Realname in CustomerStatusView (and common question about data)


I'm forward conversation from otrs <at> otrs.org.

In my case, I try to edit CustomerStatusView.dtl to replace owner login 
(in "Owner" column) with owner First/Last name. (it's for show to customers 
real human names instead internal logins).

But what variable I must write to it instead  $Quote{"$Data{"Owner"} ??
How to find out it?

In CustomerNavigationBar.dtl there is a 
 $Text{"Welcome %s", "$Env{"UserFirstname"} $Env{"UserLastname"} 

string, but it's about logged in customer name.
I try $Data{"UserFirstname"}, but it's empty.

I have to admit that I don't understand all structure of otrs variables 
system, and only try to guess, searchng in souce code.

Are there is a list of explained data structures? 
Are there a common practice to do this work?

--

-- 
Mike Lykov
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J.J. | 29 Sep 2008 15:51

Memory Leak in OTRS with FastCGI ?

hi List,

i run OTRS 2.3.2 with ITSM 1.2.1 on a 64bit Fedora 8 Box with 4 GB RAM, FastCGI, Apache 2.2

I got a OOM-Killer (Out Of Memory) message and investegated about it, i think OTRS is the memory-leaker.

After otrs is freshly started i got about 300MB Memory used, but when it runs for about 20 Minutes and handles some requests, memory usage on the server grows to 1500MB Memory used, growing, growing, until OOM-Killer strikes back.

I use default FastCGI Config for otrs. Maybe some of you guys can give me feedback about this, what do you think about it?

-----

FastCGI Config:

FastCgiServer /opt/otrs/bin/fcgi-bin/index.fpl -processes 10 -idle-timeout 20 -flush
FastCgiServer /opt/otrs/bin/fcgi-bin/customer.fpl -processes 10 -idle-timeout 20 -flush

-----

I also played around with some FastCGI Parameters, but all attempts were useless...

Until now i do a graceful restart of apache to avoid OOM, nonetheless some requests gets dropped, so this "solution" cannot be used forever...

Thanks&Greets

Jakob

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Martin Edenhofer | 1 Oct 2008 09:12

Source Code: 2.3 branch!

Hi,
after the pretty successful start of OTRS 2.3 we want to say thank you  
to all! 
Today we created a cvs branch for OTRS 2.3. That means this branch  
will have all future bug fixes for OTRS 2.3.x (just bug fixes no new  
features).
To checkout the 2.1 branch use:
===============================
"cvs -z3 -d :pserver:<user> <at> cvs.otrs.org:/home/cvs co -r rel-2_3 otrs"

To checkout the cvs HEAD use:
=============================
"cvs -z3 -d :pserver:<user> <at> cvs.otrs.org:/home/cvs co otrs"

Thanks, and happy coding! .-)
PS: The current stats about the OTRS framework source code (_without_  
all additional modules like WebMail, FAQ, FileManager, SIRIOS, ...) is:
-----------------------------------------------------------------
Source code lines (*.sh) :     968
Source code lines (*.pl) :    7344
Source code lines (*.pm) :  207644
Source code lines (*.t) :    24593
Source code lines (*.dtl):   22069
Source code lines (*.xml):   18279
-----------------------------------------------------------------

That means we have totally -->> 280.897 <<-- lines source code in OTRS  
2.3. ;)

  -Martin

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