The OTRS developers discuss various design and implementation issues here

Omrat | 4 May 2010 12:17

How to Customize existing files ....

Hello,

What is the appropriate way to customize the existing source files (.dlt, .pm), which belong to package ?

I created a package that contains customized files. When I try to install this package I get an error message:

"Message: Can't install/upgrade package, file Kernel/Modules/AgentTicketPhone.pm already used in package ITSMIncidentProblemManagement-2.0.2!"

Thus, how do I get to install my own version of a file which belongs to an existing package ?

Thanks!

Omrat

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Le machito | 11 May 2010 11:45

error in the queue management (Need SalutationID!)

Hello,

When I try to make any change to a Queue I have an error message:

Error: Need SalutationID!

ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue May 11 11:32:42 2010

Message: Need SalutationID!

Traceback (6197):
   Module: Kernel::System::Queue::QueueUpdate (v1.102) Line: 901
   Module: Kernel::Modules::AdminQueue::Run (v1.43) Line: 126
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824
   Module: /opt/otrs/bin/cgi-bin/index.pl (v1.87) Line: 47

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Jeremy Roche | 20 May 2010 16:57

IM pressence Info

Hello,

I am new to OTRS and am using version 2.4.5. I'm trying to include presence information in the AgentTicketZoom.dtl template from our Instant messaging system in OTRS. But I can't figure out how to pass the information from our customer backend to the AgentTicketZoom.dtl template.

$Self->{CustomerUser2}

Map => [

[ 'ImId', 'UserName', 'sAMAccountName', 1, 0, 'var', '', 0 ],

],

I need to get the source image from <img src=http://openfire:9090/plugins/presence/status?jid=$QData{UserName"} <at> openfire">

This currently works for the ticket owner using <img src="http://openfire:9090/plugins/presence/status?jid=$QData{"UserLogin"} <at> openfire">

Any help would be apprciated

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ROOPESH BOYAPATI | 20 May 2010 18:30

Customizing the Subject Line in OTRS

Friends,

My objective is to change the subject line of the ticket to the customer ID.

Explanation: When a customer logs in and creates a ticket, the subject line of that ticket should be the customerID of the customer who is creating the ticket.

Is there a way we could do this through the web interface or does it require editing the source code, if so which of the file(s) needs to be edited.

Thank you in advance.

--
Roopesh

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Nils Leideck - ITSM | 21 May 2010 07:21

Re: IM pressence Info

Hi,

On 20.05.2010, at 07:57, Jeremy Roche wrote:

$Self->{CustomerUser2}

                Map => [

                [ 'ImId', 'UserName', 'sAMAccountName',              1, 0, 'var', '', 0  ],

        ],

I need to get the source image from <img src=http://openfire:9090/plugins/presence/status?jid=$QData{UserName"} <at> openfire”>

This currently works for the ticket owner using <img src="http://openfire:9090/plugins/presence/status?jid=$QData{"UserLogin"} <at> openfire">

Did you try with $LQData{“ImID”} ?

Freundliche Grüße / Kind regards

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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Jeremy Roche | 21 May 2010 15:21

Re: IM pressence Info

Thank you for the suggestion. I tried and it didn't work. The problems seems to be in accessing the customeruser array. I get a hash when I add QData["customeruser"] but I need to access Customeruser ImId Attribute.

On Fri, May 21, 2010 at 1:21 AM, Nils Leideck - ITSM <nils.leideck <at> leidex.net> wrote:

Hi,

On 20.05.2010, at 07:57, Jeremy Roche wrote:

$Self->{CustomerUser2}

                Map => [

                [ 'ImId', 'UserName', 'sAMAccountName',              1, 0, 'var', '', 0  ],

        ],

I need to get the source image from <img src=http://openfire:9090/plugins/presence/status?jid=$QData{UserName"} <at> openfire”>

This currently works for the ticket owner using <img src="http://openfire:9090/plugins/presence/status?jid=$QData{"UserLogin"} <at> openfire">

Did you try with $LQData{“ImID”} ?

Freundliche Grüße / Kind regards

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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