The OTRS developers discuss various design and implementation issues here

Martin Edenhofer | 1 Jul 2010 11:55

Re: [PATCH] Enable configuration for locking in AgentTicketBulk

Hallo Jeroen,

a nice patch! :)

It's added to upcoming OTRS 3.0 now.

Many thanks for your help! :)

 -Martin

On 23.06.2010, at 20:28, Jeroen van Meeuwen (Kolab Systems) wrote:

> Hi there,
> 
> Attached is a patch to enable a 'RequiredLock' setting for 
> Frontend::Module::AgentTicketBulk, much like other frontend modules have a 
> similar setting, based on rel-2_4.
> 
> Kind regards,
> 
> -- 
> Jeroen van Meeuwen
> Senior Engineer, Kolab Systems AG
> 
> e: vanmeeuwen <at> kolabsys.com
> t: +316 42 801 403
> w: http://www.kolabsys.com
> 
> pgp: 9342 BF08
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Martin Edenhofer | 1 Jul 2010 11:57

Re: FreeText in TicketZoom

Hi Lukasz,

I think you misunderstood one thing different. In AgentTicketZoom you only "see" ticket free text fields if they are filled.

With other word's you need to use a "ticket action" to change ticket attributes (to change ticket free text fields, you need to enable this via SysConfig for each screen separately). In AgentTicketZoom you only can view them.

Anything more? :)

-Martin

On 28.06.2010, at 20:36, Lukasz Hadyna wrote:

I’m having some problems with displaying the FreeText fields within TicketZoom.

I’ve enabled them using Sysconfig in Ticket -> Core::TicketFreeText by checking the appropriate boxes (enabled TicketFreeKey1, TicketFreeText1, TicketFreeText1::DefaultSelection) and then edited AgentTicketZoom.dtl removing the # which comments out lines 397 to 409 (<dtl:block:TicketFreeText1>).

Is there any further steps that are required to show the TicketFreeText dropdown menu on the TicketZoom View? I’ve noticed that some view’s require ACL to be set up in order to activate the TicketFreeText within them for example Ticket::Frontend::AgentTicketOwner###TicketFreeText. Is there something similar for Frontend::Agent::Ticket::ViewZoom ?

I’m aware of ViewFreeText, however I really wanted to be able to see FreeText from within the TicketZoom View.

Thanks a lot,

Lukasz

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Martin Edenhofer | 1 Jul 2010 16:24

Re: OTRS for Customer Companies using LDAP

Hi Jeroen,

On 23.06.2010, at 16:03, Jeroen van Meeuwen (Kolab Systems) wrote:
>> In the use case you described now, where a partner needs access to all
>> tickets of customers of that partner, I guess OTRS could need some
>> improvement indeed. Right now the process would be that you create a
>> field that holds the different customer id's in the LDAP. This field
>> would then need to be manually administered.
>> 
>> http://doc.otrs.org/2.4/en/html/x1813.html#multi-customer-ids-ldap
>> 
>> I think that it would be cleaner if OTRS were able to read the contents
>> for the 'customer_ids' field from LDAP permission groups. Adding and
>> removing LDAP users from groups is easier, cleaner and better
>> maintainable than editing a text field manually.
>> 
>> Would that help?
> 
> Yes, that would help very much.
> 
> I'm thinking I could send a sane patch for the following logic:
> 
> - Search a Groups OU (or BaseDN) for a LDAP::AccessAttr matching an expression 
> based on the LDAP::UserAttr and current user login unique value, which gives 
> us a list of groups the user is a member of,
> 
> - Iterate over the list of groups, mapping all members of each group back to a 
> user LDAP entry, and pushing any groups found back onto the stack[1],
> 
> - get the customerID from the list of user entries
> 
> - push these CustomerIDs onto, well,  <at> CustomerIDs
> 
> - return;
> 
> Does such make sense as a first implementation? I might be able to look into 
> caching later on.

YES it does! :)

I'm surprised to get so good discussions on the list! :) 

> Jeroen van Meeuwen
> Senior Engineer, Kolab Systems AG

 -Martin
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Lukasz Hadyna | 1 Jul 2010 21:09

Re: FreeText in TicketZoom

I see. I'm working on adding the functionality to the AgentTicketZoom to see FreeText fields (pulldown menus) in order to be able to change them within that view. I suppose this isn't their intended use, however, has anyone attempted this before? As I'm using FreeText fields for categorization I think it would be more effective to be able to do this in AgentTicketZoom.

On Thu, Jul 1, 2010 at 3:57 AM, Martin Edenhofer <martin <at> otrs.org> wrote:

Hi Lukasz,

I think you misunderstood one thing different. In AgentTicketZoom you only "see" ticket free text fields if they are filled.

With other word's you need to use a "ticket action" to change ticket attributes (to change ticket free text fields, you need to enable this via SysConfig for each screen separately). In AgentTicketZoom you only can view them.

Anything more? :)

-Martin

On 28.06.2010, at 20:36, Lukasz Hadyna wrote:

I’m having some problems with displaying the FreeText fields within TicketZoom.

I’ve enabled them using Sysconfig in Ticket -> Core::TicketFreeText by checking the appropriate boxes (enabled TicketFreeKey1, TicketFreeText1, TicketFreeText1::DefaultSelection) and then edited AgentTicketZoom.dtl removing the # which comments out lines 397 to 409 (<dtl:block:TicketFreeText1>).

Is there any further steps that are required to show the TicketFreeText dropdown menu on the TicketZoom View? I’ve noticed that some view’s require ACL to be set up in order to activate the TicketFreeText within them for example Ticket::Frontend::AgentTicketOwner###TicketFreeText. Is there something similar for Frontend::Agent::Ticket::ViewZoom ?

I’m aware of ViewFreeText, however I really wanted to be able to see FreeText from within the TicketZoom View.

Thanks a lot,

Lukasz

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Michiel Beijen | 2 Jul 2010 09:53

Re: Adding attachment file field

Hi Marko,

Attachments actually are not attached to a ticket itself, but rather to
articles. This means that if you add an article - a note, an email or a
phone conversation - to a ticket, this will also give you the
opportunity to add attachments.

Hope this helps,
-- 
((enjoy))

Michiel Beijen
Senior Consultant

Follow me on Twitter:  <at> otrsnl [https://twitter.com/otrsnl]

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On do, 2010-06-24 at 12:05 +0200, marko.bertini <at> alice.it wrote:
> Hi i'm a new OTRS user.
> 
> I see that the possibility to attach files there is only in the
> "creation ticket phase".
> 
> I want to add files also in the "managing ticket phase", when the user
> agent takes management the ticket.
> 
> The form to manage the ticket doesn't contains the field to add files!
> 
> Is this possible?
> Please help me.
> 
> 
> 
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Lee (Listserv Account | 2 Jul 2010 15:17

Allowing new user to select password when creating account

How would one go about configuring OTRS so that a new user (customer)
enters their chosen password at the "create account" section on the
login screen? Or that a random password is generated and output to the
web interface and not emailed?

I undertand the reasons why it is currently implemented as it is - but
can this be changed without too much effort?  It would be useful in
our environment.

Lee
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Lee (Listserv Account | 2 Jul 2010 15:18

"No Time to Register - Submit a ticket right away" option

I have seen a useful feature on other helpdesk systems at the login
screen - a "No Time to Register - Submit a ticket right away" option
which just asks for a username and email address and allows the user
to submit a ticket straight away without waiting for a password to be
emailed. In these cases, a password does get emailed so that the user
can come back to the system at a later time, but the advantage is that
the user can submit a ticket straight after registering without
waiting for a password. A captcha can be used to avoid spam.

Any ideas how this could be implemented in the code?

Lee
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Martin Gruner | 9 Jul 2010 08:38

Quoting of data in HTML

Hi all,

all of you who are working on DTL files know that we have $Data, $QData (HTML quoting) and $LQData (URL parameter encoding) to output data in DTLs dynamically.

When deciding which one to use, please from now always use $QData (in HTML context) or $LQData (in URLs). Even if you just output a simple $QData{"TicketID"}. Only use $Data if you have to output HTML data, like a select box that was generated by the perl code.

The benefit is that the DTL files become more readable, because you can see what the nature of a certain parameter is. The main reason is that $Data potentially causes security problems, and we therefore must limit its use as much as we can.

To sum up: don't use $Data unless you have to! This applies to all areas of development at OTRS, not just the framework itself.

Regards,
-- Martin Gruner Developer R&D OTRS AG Europaring 4 94315 Straubing T: +49 (0)6172 681988 0 F: +49 (0)9421 56818 18 I: www.otrs.com/ Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065 Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann NEU: OTRS::ITSM 2.0 - jetzt mit dem brandneuen Change Management Modul. -Die erste ITIL® V3 kompatible und nach PinkVERIFY zertifizierte Open Source IT Service Management (ITSM) Lösung weltweit!

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Martin Gruner | 13 Jul 2010 16:56

rel-2_5 is dead

Hi all,

just FYI: the 2.5 branch in CVS is dead. Backports of Bugfixes in CVS
head do not have to be included in this branch any more.

Best regards,

-- 
Martin Gruner
Developer R&D

OTRS AG
Europaring 4
94315 Straubing

T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I:  www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann

NEU: OTRS::ITSM 2.0 - jetzt mit dem brandneuen Change Management Modul. -Die erste ITIL® V3 kompatible 
und nach PinkVERIFY zertifizierte Open Source IT Service Management (ITSM) Lösung weltweit!

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marko.bertini | 14 Jul 2010 09:06

life period of a user session

Hi, I want to know  what is the max period of life of an agent/customer 's session logged to OTRS?

It's possible to change this time??! where?!

Thank'you and sorry for my BAD english but I'm italian!

marco

-----Messaggio originale-----
Da: dev-bounces <at> otrs.org per conto di Martin Gruner
Inviato: mar 13/07/2010 16.56
A: dev <at> otrs.org
Oggetto: [dev] rel-2_5 is dead

Hi all,

just FYI: the 2.5 branch in CVS is dead. Backports of Bugfixes in CVS
head do not have to be included in this branch any more.

Best regards,

-- 
Martin Gruner
Developer R&D

OTRS AG
Europaring 4
94315 Straubing

T: +49 (0)6172 681988 0
F: +49 (0)9421 56818 18
I:  www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht: Bad Homburg, HRB 10751, USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann

NEU: OTRS::ITSM 2.0 - jetzt mit dem brandneuen Change Management Modul. -Die erste ITIL® V3 kompatible 
und nach PinkVERIFY zertifizierte Open Source IT Service Management (ITSM) Lösung weltweit!

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