The OTRS developers discuss various design and implementation issues here

Michiel Beijen | 3 Jul 2009 23:14

Editing the documentation

I'd like to amend the otrs documentation here and there. I know it is stored in XML files on the cvs server. Are there any tools that can be used to edit these files? Or is it just vi? Also, what would be the best method to submit the enhancements? Should I attach them to enhancement bugs in bugzilla?

Kindest regards,

--
Michiel Beijen
Software Consultant
+31 6 457 42 418
Bee Free IT + http://beefreeit.nl

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Le machito | 9 Jul 2009 16:20

New ticket notification = yes (by default)

Hello everybody,

I am trying to find the way to configure:

Preferences/ New ticket notification = yes (by default)

Anyone already try it?

Thanks in advance

Raoul

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Le machito | 9 Jul 2009 16:27

How to create tickets to repeating tasks?

Hello again :)

Usually, in the helpdesk day to day work we have some repeating tasks like to install groups of Pcs. (50 Pcs = 50 tickets)

Which function or method do you use in order to don't recreate many time the same ticket in OTRS?

Thanks in advance for your help

Raoul

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Marco Vannini | 9 Jul 2009 16:37

Re: How to create tickets to repeating tasks?

Hi,

Using some kind of shell or preformatted text and creating ticket by cron ?

I've took this from eg. in INSTALL file realsed with my OTRS distro: 'cat /opt/otrs/doc/test-email-1.box | /opt/otrs/bin/PostMaster.pl'

On Thu, Jul 9, 2009 at 4:27 PM, Le machito <elmachito <at> gmail.com> wrote:

Hello again :)
Usually, in the helpdesk day to day work we have some repeating tasks like to install groups of Pcs. (50 Pcs = 50 tickets)

Which function or method do you use in order to don't recreate many time the same ticket in OTRS?

Thanks in advance for your help

Raoul

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Robert Sanchez | 9 Jul 2009 16:34

Re: How to create tickets to repeating tasks?

Please remove me from recepients list

tx

From: dev-bounces <at> otrs.org [mailto:dev-bounces <at> otrs.org] On Behalf Of Le machito
Sent: Thursday, July 09, 2009 10:28 AM
To: otrs <at> otrs.org; dev <at> otrs.org
Subject: [dev] How to create tickets to repeating tasks?

Hello again :)

Usually, in the helpdesk day to day work we have some repeating tasks like to install groups of Pcs. (50 Pcs = 50 tickets)

Which function or method do you use in order to don't recreate many time the same ticket in OTRS?

Thanks in advance for your help

Raoul

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Udo Bretz | 9 Jul 2009 16:52

Re: How to create tickets to repeating tasks?

Hi Robert,

> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

Thanks,
Udo

Robert Sanchez wrote:
> Please remove me from recepients list
> 
>  
> 
> tx
> 
>  
> 
> *From:* dev-bounces <at> otrs.org [mailto:dev-bounces <at> otrs.org] *On Behalf Of
> *Le machito
> *Sent:* Thursday, July 09, 2009 10:28 AM
> *To:* otrs <at> otrs.org; dev <at> otrs.org
> *Subject:* [dev] How to create tickets to repeating tasks?
> 
>  
> 
> Hello again :)
> 
> Usually, in the helpdesk day to day work we have some repeating tasks
> like to install groups of Pcs. (50 Pcs = 50 tickets)
> 
> Which function or method do you use in order to don't recreate many time
> the same ticket in OTRS?
> 
> Thanks in advance for your help
> 
> Raoul
> 
> 
> ------------------------------------------------------------------------
> 
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Le machito | 9 Jul 2009 16:59

Re: How to create tickets to repeating tasks?

http://lists.otrs.org/cgi-bin/listinfo/dev

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Christian Port | 16 Jul 2009 16:20

(no subject)

Hi,

I made some modifications in AgentTicketBulk to allow the change of pending times if pending state is possible.

Is ok to post it this way?

regards

Christian

diff otrs-2.4.0_beta5/Kernel/Modules/AgentTicketBulk.pm
232c232,244
<                 }
---
>                               }
>                               elsif ($Ticket{StateType} =~ /^pending/i) {
>                                       # get params
>                                       my %GetParam = ();
>                                       foreach (qw( Year Month Day Hour Minute )) {
>                                               $GetParam{$_} = $Self->{ParamObject}->GetParam(Param => $_);
>                                       }
>                                       $Self->{TicketObject}->TicketPendingTimeSet(
>                                               UserID => $Self->{UserID},
>                                               TicketID => $TicketID,
>                                               %GetParam,
>                                       );
>                               }
499a512,520
>       # append pending time if pending is possible
>       if($Param{'NextStatesStrg'} =~ /pending/i) {
>               $Param{DateString} = $Self->{LayoutObject}->BuildDateSelection(
>                       Format => 'DateInputFormatLong',
>                       DiffTime => $Self->{ConfigObject}->Get('Ticket::Frontend::PendingDiffTime') || 0,
>                       %Param,
>               );
>       }
>

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Christian Port | 16 Jul 2009 17:33

delete tickethook while search for ticketnumber

Hi,

I changed AgentTicketSearch to alow search for the ticktnumber with leading TicketHook.

Maybe others need this too.

Regards

Christian

*** ../otrs-2.4.0_beta5/Kernel/Modules/AgentTicketSearch.pm     2009-07-07 17:45:19.000000000 +0200
--- ../otrs-2.4.0_beta5_cp/Kernel/Modules/AgentTicketSearch.pm 2009-07-16 18:03:12.000000000 +0200
***************
*** 228,233 ****
--- 228,240 ----
                  $GetParam{$_} =~ s/\s+$//g;
                  $GetParam{$_} =~ s/^\s+//g;
              }
+             # remove the tickethook from ticketnumber
+             if ( $_ eq 'TicketNumber' ) {
+                 my $TicketHook = $Self->{ConfigObject}->Get('Ticket::Hook');
+                 if ( $TicketHook ) {
+                     $GetParam{$_} =~ s/^$TicketHook//i;
+                 }
+             }
          }

          # get array params

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Sanju P Ommen | 21 Jul 2009 15:37

Nagios OTRS Integration

Hi,
Can Nagios and OTRS be integrated when both the tools are on different machines.

I tried integrating both with the help of nagios_conference_2008_en.pdf . I am stuck with it.
In Nagios I see it as

Service
OTRS Number of Tickets

Current Status: WARNING (for 0d 2h 25m 5s)
Status Information: (null)
Performance Data:
Current Attempt: 4/4 (HARD state)
Last Check Time: 07-21-2009 18:23:58
Check Type: ACTIVE
Check Latency / Duration: 0.119 / 1.804 seconds
Next Scheduled Check: 07-21-2009 18:28:58
Last State Change: 07-21-2009 16:02:46
Last Notification: 07-21-2009 18:09:09 (notification 3)
Is This Service Flapping? NO (0.00% state change)
In Scheduled Downtime? NO
Last Update: 07-21-2009 18:27:49 ( 0d 0h 0m 2s ago)
Regards
Sanju P Ommen

TCC | Database Group

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