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Hugh Kelley | 1 Sep 2010 16:54
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Using UTC time "natively" in OTRS

I have been looking at the possibility of changing/configuring OTRS to use UTC time natively.  As you may have seen from my posts on the otrs list, I started out thinking it was just a matter of configuration. 

Getting the UTC values in the database was pretty simple.  Getting them back to the user in a localized time (when the DB is in UTC, the server is +/-X TZ and the client browser is in +/-Y TZ) seems to be a bit trickier.

For one thing, it appears that the localization of time is actually being applied twice, during both the ticket object retrieval and and during the dtl rendering.  It seems like OTRS needs to two timediffs tracked, one for the server-UTC diff and one for the client-UTC diff (or just make sure that the ticket object is pure UTC and only the DTL does conversions).

Keeping to the point, has anyone else investigated this and can share insights?  Were there any reasons UTC was initially avoided?

I'll admit I am running this on SQL Server,  IIS, and ActiveState Perl - any of  which might cause my results to differ from the "norm".

Regards,
Hugh

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Clary, Steve | 1 Sep 2010 16:57
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remove

 

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Ing. Daniel Heiss | 15 Sep 2010 11:00
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HTML-Body via SOAP

Hi all,

We are using OTRS 2.4 and rpc.pl as interface with PHP SoapClient().
As storage modul we use Ticket::StorageModule: ArticleStorageFS, that means instead of saving in DB
(article_plain, artichle_attachments, …) the tickets are stored in /opt/otrs/var/article/JAHR/MONAT/TAG/ARTICLEID.

Via SOAP/ArticleGET we only get the a_body text (plain) back.
Does anyone know a opportunity to get/fetch the HTML content (html body, attachments,..) via SOAP?

Many thanks and kind regards

Daniel Heiss
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Ing. Daniel Heiss | 15 Sep 2010 11:20
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SOAP problem with emailadresses from/to

Hi all,

we have the problem that we receive the content of a_from and a_to with SOAP/TicketGET only without the text
within the <>.
That means at SOAP output from a_from we are missing the email address for example.

We are using rpc.pl als interface witht PHP SoapClient().

Database output table Article:
+--------+---------------+----------------------------------------+------------------------------------------------+------------------------------------+
|id     |ticket_id      |a_from                                                 |a_to                                        |a_subject                      |
+--------+------------------+---------------------------------------------+---------------------------------------------------------------------------+
|323754 |253786         |6535                                           |                                             | Test via SOAP and PHP       |
|323768 |253786         |root <zphone <at> zphone.hall.ag>           |"support <at> cnh.at" <support <at> cnh.at>| Helpdesk:
Nummer 5865       |
+---------+---------------+--------------------------------+------------------------------------------------+------------------------------------+

SOAP-Output:
[s-gensym1002] => stdClass Object (
[Subject] => Test via SOAP and PHP
[CustomerID] => 6535
[To] =>
[From] => 6535
)

[s-gensym1004] => stdClass Object (
[Subject] => Helpdesk: Nummer 5865
[CustomerID] => 6535
[To] => "support <at> cnh.at"
[From] => root
)

Now we tried the json.pl (Iphone interface) also and have the same issue.
Json.pl: ["To"]=> string(27) "helpdesk "
in OTRS und with offical Iphone app: To: "helpdesk <helpdesk <at> hall.ag>"

Does anyone have an idea or solution for us?

Many thanks and kind regards

Daniel Heiss
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Thomas Kaltenbrunner | 15 Sep 2010 21:42
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Upgrade from 3.0Beta1 to 3.0BetaX

  Hello,

after upgrading to the last Beta Version I run into some trouble.
I got an error message that Core.UI.Dialog was not found.
I digged around and found out that it was because of the wrong order of 
loading the javascript classes.
Yes, I digged on and found the file Framework.xml where a list of 
javascript files is defined, which are loaded every time.
But the order did not match the order which I could see in the source 
code returned by index.pl.
The next I found was the ZZZAAuto.pl with the list of files in the wrong 
order and the comment "Auto generated".
There it is. I renamed the file and tried it again. Ans success the 
error message disappeared.

Don't know, it it is already documented, so I post this little 
description for everyone else how did not found it until now ;-)

Mit freundlichen Grüßen

Thomas Kaltenbrunner

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Martin Gruner | 16 Sep 2010 13:59
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Re: Upgrade from 3.0Beta1 to 3.0BetaX

Hi Thomas,

the UPRADING file mentions that you should run otrs.RebuildConfig.pl.
This will regenerate the configuration cache. Please do that also
between beta releases. It also has to be done if you use CVS and you
receive updates to files in Kernel/Config/Files.

Regards, mg

Am 15.09.10 21:42, schrieb Thomas Kaltenbrunner:
>  Hello,
>
> after upgrading to the last Beta Version I run into some trouble.
> I got an error message that Core.UI.Dialog was not found.
> I digged around and found out that it was because of the wrong order
> of loading the javascript classes.
> Yes, I digged on and found the file Framework.xml where a list of
> javascript files is defined, which are loaded every time.
> But the order did not match the order which I could see in the source
> code returned by index.pl.
> The next I found was the ZZZAAuto.pl with the list of files in the
> wrong order and the comment "Auto generated".
> There it is. I renamed the file and tried it again. Ans success the
> error message disappeared.
>
> Don't know, it it is already documented, so I post this little
> description for everyone else how did not found it until now ;-)
>
> Mit freundlichen Grüßen
>
> Thomas Kaltenbrunner
>
>
>
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>

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Thomas Kaltenbrunner | 16 Sep 2010 19:04
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Re: Upgrade from 3.0Beta1 to 3.0BetaX

  Hello Martin,

reading this file would have been much easier, but I did not expect that 
this update is an upgrade ;-)
And I never did upgrade OTRS before.

Regards

Thomas Kaltenbrunner

Am 16.09.2010 13:59, schrieb Martin Gruner:
> Hi Thomas,
>
> the UPRADING file mentions that you should run otrs.RebuildConfig.pl.
> This will regenerate the configuration cache. Please do that also
> between beta releases. It also has to be done if you use CVS and you
> receive updates to files in Kernel/Config/Files.
>
> Regards, mg
>
> Am 15.09.10 21:42, schrieb Thomas Kaltenbrunner:
>>   Hello,
>>
>> after upgrading to the last Beta Version I run into some trouble.
>> I got an error message that Core.UI.Dialog was not found.
>> I digged around and found out that it was because of the wrong order
>> of loading the javascript classes.
>> Yes, I digged on and found the file Framework.xml where a list of
>> javascript files is defined, which are loaded every time.
>> But the order did not match the order which I could see in the source
>> code returned by index.pl.
>> The next I found was the ZZZAAuto.pl with the list of files in the
>> wrong order and the comment "Auto generated".
>> There it is. I renamed the file and tried it again. Ans success the
>> error message disappeared.
>>
>> Don't know, it it is already documented, so I post this little
>> description for everyone else how did not found it until now ;-)
>>
>> Mit freundlichen Grüßen
>>
>> Thomas Kaltenbrunner
>>
>>
>>
>> ---------------------------------------------------------------------
>> OTRS mailing list: dev - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/dev
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev
>>

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Dave Wojciechowski | 22 Sep 2010 18:50
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Group Permissions Queue View

After upgrading from 2.2 to 2.4 I have found that my old config for group permissions is no longer working.

 

I had my postmaster queue in a group called postmaster, then 2 roles assigned to that group that only had read only access and move access.  In the old version they could see the tickets and move them to a working queue.  Now the tickets are not visible unless they have full RW  what has changed?

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Santosh Singh | 25 Sep 2010 16:35

Check out my photos on Facebook

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