John Drago | 11 Mar 19:17 2010
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Adding a "OutOfTheOffice" report in Agent

Hello,

I need to add a "Who's out of the office" report on the right side under the "Settings" box in the
AdminDashboard.dtl.  (See picture)

http://0x31337.org/images/OTRS-out-of-office.png

However, after getting hung up in the typos errors and other problems with just the "HelloWorld" module
example, and constantly getting server errors while simply trying to browse through
http://source.otrs.org/viewvc.cgi/  - I'm asking for help.

Can anyone direct me to a **working** custom-module example?

Thanks!
Drago

      
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Nils Leideck - ITSM | 11 Mar 21:18 2010
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Re: Adding a "OutOfTheOffice" report in Agent

Hi,

On 11.03.2010, at 19:17, John Drago wrote:

However, after getting hung up in the typos errors and other problems with just the "HelloWorld" module example, and constantly getting server errors while simply trying to browse through http://source.otrs.org/viewvc.cgi/  - I'm asking for help.

Can anyone direct me to a **working** custom-module example?

Just created the HelloWorld Module without any problems ... what are your errors?

The CVS viewer is currently not that stable, you are right ... this will be changed soon !!!

Nils Leideck

-- 
Nils Leideck
Senior Consultant

nils.leideck <at> leidex.net
nils.leideck <at> otrs.com

http://webint.cryptonode.de / a Fractal project



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John Drago | 11 Mar 21:29 2010
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Re: Adding a "OutOfTheOffice" report in Agent


> > Can anyone direct me to a **working** custom-module
> > example?
> Just created the HelloWorld Module without any
> problems ... what are your errors?
> The CVS viewer
> is currently not that stable, you are right ... this will be
> changed soon !!!
> 
> Nils Leideck

Thanks for your quick reply!

Looking at the example starting on http://doc.otrs.org/developer/2.4/en/html/x1200.html

Are you **sure** that the filenames in the example are correct?  Also, the example doesn't mention
permissions or ownership of those files.  Do they have to be set to any special value?

1) Kernel/System/Config/Files/HelloWorld.xml
2) Kernel/Modules/AgentHelloWorld.pm
3) Kernel/System/HelloWorld.pm
4) Kernel/Output/HTML/Standard/AgentHelloWorld.dtl
5) HelloWorld/Kernel/Language/de_AgentHelloWorld.pm

That last one looks real fishy.

** Also - how do I get the new module to start showing up in the list of checkboxes in the "Settings" checkbox
area (top-right)?  Do I have to "enable" the module or add it to another config file or something like that?

What am I missing?

Best regards,
Drago

      
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Michiel Beijen | 11 Mar 22:02 2010

Re: Adding a "OutOfTheOffice" report in Agent

On Thu, 2010-03-11 at 12:29 -0800, John Drago wrote:
> Looking at the example starting on http://doc.otrs.org/developer/2.4/en/html/x1200.html
> 
> Are you **sure** that the filenames in the example are correct?  Also, the example doesn't mention
permissions or ownership of those files.  Do they have to be set to any special value?

Basically, just check the permissions on the already existing files...

> 1) Kernel/System/Config/Files/HelloWorld.xml
> 2) Kernel/Modules/AgentHelloWorld.pm
> 3) Kernel/System/HelloWorld.pm
> 4) Kernel/Output/HTML/Standard/AgentHelloWorld.dtl
> 5) HelloWorld/Kernel/Language/de_AgentHelloWorld.pm
> 
> That last one looks real fishy.

Obviously, that needs to be Kernel/Language/de_AgentHelloWorld.pm - but
usually it's best to develop the module in a separate sub directory and
then use symlinks to link the file in your OTRS dir, using the
module-linker.pl script, as described here:
http://doc.otrs.org/developer/2.4/en/html/x1173.html

> ** Also - how do I get the new module to start showing up in the list of checkboxes in the "Settings" checkbox
area (top-right)?  Do I have to "enable" the module or add it to another config file or something like that?

Sure, that is done via a small snippet in Sysconfig. Basically, you
should create a file called OutOfTheOffice.xml and put it in
Kernel/Config/Files - it should contain something like the snippet
that's currently in Framework.xml for DashboardBackend###0400-UserOnline
- just add your own values.

Also, for the Dashboard, as AgentDashboard.pm is already the front end
module, you actually don't need to add another file to Kernel/Modules
but to Kernel/Modules/HTML instead. You'll probably see the file
DashboardUserOnline.pm that already exists there, just copy that one
over and use it as a starting point. You would also need to have a file
to generate the HTML from, look at AgentDashboardUserOnline.dtl for an
example.

Hope this helps,

--
Mike.

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Hrvoje Dagelic | 12 Mar 16:35 2010
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Can't write article_plain to UTF8 database (bug)

Hello,

We have  discovered a bug in OTRS 2.4 which manifests itself by not
being able to bounce  messages that contain non-ascii characters and
that are not encoded in UTF8 because the message gets cut-off at the
first non-ascii character. For example if I send an e-mail with the
body "Hello Ivan Ivanovi<non ascii> Bla bla etc etc..." to the queue
"foo", I zoom it and click "bounce". The message that gets bounced is
just "Hello Ivan Ivanovi".  We're using MySQL and an utf8 database for
otrs.

I traced a problem to a function ArticleWritePlain in the file
Kernel/System/Ticket/ArticleStorageDB.pm

# write article to db 1:1
    return $Self->{DBObject}->Do(
        SQL => 'INSERT INTO article_plain '
            . ' (article_id, body, create_time, create_by,
change_time, change_by) '
            . ' VALUES (?, ?, current_timestamp, ?, current_timestamp, ?)',
        Bind => [ \$Param{ArticleID}, \$Param{Email}, \$Param{UserID},
\$Param{UserID} ],
    );

What happens is that $Param{Email} is an originally encoded e-mail
message (like it was sent) and the it gets inserted with the original
encoding to the database.  And mysql cuts it off (body field) at the
first non utf8 character so it is not written.

Can you advise me what to do because we need bouncing functionality.
Could I change the function to previously encode the e-mail  to base64
and decode it in the the the function that retrieves it?

Thanks,

Hrvoje Dagelic,
RBI institute
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[EMS] Markus Plessing | 17 Mar 12:45 2010

Add flags to a ticket without changing state

Hi,

we're using OTRS as a ticketing System without the included customer
management, because our CRM-data should not be migrated to OTRS and
redundant administration should be avoided.

Now we are searching for a possibility to flag a ticket in different
ways to be able to search explicitely for this flag without any need
to specify difficult search statements which can not grant to get all
tickets needed.

We want to flag the tickets while they are processed, so an extra
dropdown in response view should be suitable. Maybe an additional link
in the linkbar on top of the ticket overview (where our Spam-Link is
already located) is also thinkable as addition to the first.

Is there a solution already covering these requirements?

If not, which files have to be touched for an extra flag?

Is the database capable of storing such flags or has it to be extended?

There is some hope that these goals are reachable without much effort,
but my belief is almost gone after searching a while for this.

Thanks for your answer.

Best regards

Markus

--

-- 
EMS Dr. Thomas Wuensche e.K.
Sonnenhang 3
85304 Ilmmuenster
HRA Neuburg a.d. Donau, HR-Nr. 70.106
Phone: +49-8441-490260
Fax  : +49-8441-81860
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Gerhard Weber | 22 Mar 03:15 2010
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"New message!" text in locked ticket view?

Hi everybody,

I just update an OTRS system from 2.0.4 to current 2.4.7.

My customer liked the red "New message!" text in the closed ticket view.
It seems to be gone in 2.4.7 - somehting to do with the new
Small/Medium/Preview-Views?

In 2.0.4 it was set in Kernel/Modules/AgentTicketMailbox.pm.
In 2.4.7 AgentTicketMailbox.pm just redirects to
AgentTicketLockedView.pm.
I can't find anything like the old message in current
AgentTicketLockedView.pm.
Only thing I found is:
        for my $TicketID ( <at> ViewableTickets) {
            next if !$LockedData{NewTicketIDs}->{$TicketID};
            my $Message = '';
            $Message = 'New message!';
            push  <at> ViewableTicketsTmp, $TicketID;
        }
Where $Message is set to 'New message!', but $message is never used
(it's local to the shown block).

Is this "New-message!"-feature gone in the current version?
Or can somebody point me in the right direction?

Thank's in advance,
Gerhard
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Martin Edenhofer | 22 Mar 17:44 2010

Re: "New message!" text in locked ticket view?

Hi Gerhard,

this feature got dropped in OTRS 2.4 because of the new global overviews (you know you can switch between s/m/l ticket overview mode).

But, I have good news! A much more powerful feature got already implemented for next OTRS major release (OTRS 3.0).

A add some screenshots of this new cool feature to show what I mean.

In future you have the opportunity  to see "new message" or also other meta infos on ticket level systemwide.  In ticket overviews, dashboard, ticket zoom... and so on. You also will have "filters" to only see tickets in overview with new messages/new articles. :) 

Any feedback is welcome! :)

PS: Screenshots are with old GUI (2.x).

 -Martin




 -Martin

On 22.03.2010, at 03:15, Gerhard Weber wrote:

Hi everybody,

I just update an OTRS system from 2.0.4 to current 2.4.7.

My customer liked the red "New message!" text in the closed ticket view.
It seems to be gone in 2.4.7 - somehting to do with the new
Small/Medium/Preview-Views?

In 2.0.4 it was set in Kernel/Modules/AgentTicketMailbox.pm.
In 2.4.7 AgentTicketMailbox.pm just redirects to
AgentTicketLockedView.pm.
I can't find anything like the old message in current
AgentTicketLockedView.pm.
Only thing I found is:
       for my $TicketID ( <at> ViewableTickets) {
           next if !$LockedData{NewTicketIDs}->{$TicketID};
           my $Message = '';
           $Message = 'New message!';
           push <at> ViewableTicketsTmp, $TicketID;
       }
Where $Message is set to 'New message!', but $message is never used
(it's local to the shown block).

Is this "New-message!"-feature gone in the current version?
Or can somebody point me in the right direction?

Thank's in advance,
Gerhard
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Gonéri Le Bouder | 23 Mar 11:24 2010

[patches]Customer changes and french translations

Hi,

I attached some patches for OTRS 2.4.7.

-customer-expand.patch:
 Allow the customer to collapse/expend a ticket like the agent.

-customer-queue-search.patch
 The customer can now search a ticket in one or more queues like the agent.

-customer-watcher.patch
 The customer can subscribe to a ticket, he can't unsubscribe
 for now. IMO, this patch is not perfect, there is a lot of duplicated
 code. If you're interested I can clean it up. You'll need to upgrade
 your DB with DB-ticket_customer_watcher.sql

-fr-lang-fixes.patch
 Various french fixes

-translate-OTRS_TICKET_-in-mail-notification.patch
 Translated states name in notification tickets. This is probably
 not the best way to do the job.

Best regards,

--

-- 
     Gonéri Le Bouder
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marko.bertini | 26 Mar 11:41 2010
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problem with OTRS


Hi.I'm Marco from Italy (Tuscany).
I'm a novice otrs user and i have a big problem to solve!
I've correctly installed OTRS on my local host using database PostgresSQL.

I'm developing a java web site in wich i have insert a simple html form to open ticket.
I need to link this form to the open ticket service offered by OTRS to give possibility to the customers to open ticket.

So, i think to use "httpclient lib" in my java application to link my form to OTRS system via httpclient but I've problem in the login-customer phase!


I want to know if it need to change some configuration in OTRS config.pm file or in other files.

This is the code i've used in my java application to try to login the customer in otrs system:



public String execute() throws IOException {
       
               
                DefaultHttpClient httpclient = new DefaultHttpClient();
                               
                // make the initial get to get the JSESSION cookie

                HttpGet get = new HttpGet("http://localhost/otrs/customer.pl");
               
               
                HttpResponse response;
                        response = httpclient.execute(get);
               
                HttpEntity entity;
                        entity = response.getEntity();
                       
                System.out.println("Login form get: " + response.getStatusLine());
       
                if (entity != null)
                        entity.consumeContent();
               
                                // sezione cookies

                System.out.println("Initial set of cookies:");

                List<Cookie> cookies = httpclient.getCookieStore().getCookies();
            if (cookies.isEmpty()) {
                System.out.println("None");
            } else {
                for (int i = 0; i < cookies.size(); i++) {
                    System.out.println("- " + cookies.get(i).toString());
                }
            }

               
                                        // authorize
                HttpPost post = new HttpPost("http://localhost/otrs/customer.pl");
                               
                List <NameValuePair> dati = new ArrayList <NameValuePair>();
               
                 dati.add(new BasicNameValuePair("User", " "));
             dati.add(new BasicNameValuePair("password", " "));      
                   
             post.setEntity(new UrlEncodedFormEntity(dati, HTTP.UTF_8));

                               
                response = httpclient.execute(post);
               
                entity = response.getEntity();
                System.out.println("Double check we've got right page " + EntityUtils.toString(entity));
                System.out.println("Login form get: " + response.getStatusLine());

                if (entity != null) {
                    entity.consumeContent();
                        }

                  System.out.println("Post logon cookies:");
                    cookies = httpclient.getCookieStore().getCookies();
                    if (cookies.isEmpty()) {
                        System.out.println("None");
                    } else {
                        for (int i = 0; i < cookies.size(); i++) {
                            System.out.println("- " + cookies.get(i).toString());
                                }
                        }

                    httpclient.getConnectionManager().shutdown();  

                System.out.println("Username: "+User);
                
                System.out.println("Password: "+password);

return "success";    
               
}

This is output:

[STDOUT] Login form get: HTTP/1.1 200 OK
10:04:38,046 INFO  [STDOUT] Post logon cookies:
10:04:38,046 INFO  [STDOUT] None
10:04:38,047 INFO  [STDOUT] Username: mark
10:04:38,047 INFO  [STDOUT] Password : mark


but i can't login in otrs!

Please i need to solve the problem.

thank'you and sorry for my "terrible" english.

Marco

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