The OTRS developers discuss various design and implementation issues here

Michiel Beijen | 2 Nov 2011 09:47

Re: ERROR: invalid input syntax for integer: ""

Hi Jens,

On Mon, 31 Oct 2011 16:00:03 +0100, Jens Wilke wrote:

> ist there any known Bug in 3.0.10?
>
> 2011-10-31 15:26:16 CET [18344]: [327-1] user=otrs,db=otrsdb ERROR:
> invalid
> input syntax for integer: ""
> 2011-10-31 15:26:16 CET [18344]: [328-1] user=otrs,db=otrsdb 
> STATEMENT:
> INSERT INTO queue_standard_response (queue_id, standard_response_id,
> create_time, create_by, change_time, change_by) VALUES ($1, $2,
> current_timestamp, $3, current_timestamp, $4)

No, it's now a known bug. When exactly did this happen? Were you 
creating a new queue? Are you using PostgreSQL as the database?
--
Mike
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Jens Wilke | 2 Nov 2011 11:18

Re: ERROR: invalid input syntax for integer: ""

On Wednesday 02 November 2011 09:47:22 you wrote:

Hi Michiel,

> No, it's now a known bug. When exactly did this happen? Were you
> creating a new queue? Are you using PostgreSQL as the database?

This happens on applying "Change Queue Relations for Response foo".
It's the postgres error message that i sent.

I found out, that there are 2 issues that might be responsible for this 
behavior.
- The  <at> IDs Elements are not uniq but 35 times repeated.
- There's is an unecessary loop, that repetedly deletes and inserts the same 
values.
Both are responsible for massive loops in AdminQueueResponses.pm
The attached patch is a quick hack to fix these Problems.

Regards, Jens

Attachment (AdminQueueResponses.pm.remove_loop.patch): text/x-patch, 4129 bytes

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Michiel Beijen | 5 Nov 2011 18:13

Re: ERROR: invalid input syntax for integer: ""

Hi Jens,

Thanks. I filed a bug report for it and corrected it in CVS. It will
be fixed in upcoming OTRS 3.0.12.

http://bugs.otrs.org/show_bug.cgi?id=7884
The bug report contains instructions for how to patch your OTRS 3.0.x
instance. The issue was that the 'select all' checkbox had an ID but
not a value, and OTRS tried to insert this as a standard_response (or
as a queue) when it was selected.

--
Mike

On Wed, Nov 2, 2011 at 11:18, Jens Wilke <jens.wilke <at> affinitas.de> wrote:
> On Wednesday 02 November 2011 09:47:22 you wrote:
>
> Hi Michiel,
>
>> No, it's now a known bug. When exactly did this happen? Were you
>> creating a new queue? Are you using PostgreSQL as the database?
>
> This happens on applying "Change Queue Relations for Response foo".
> It's the postgres error message that i sent.
>
> I found out, that there are 2 issues that might be responsible for this
> behavior.
> - The  <at> IDs Elements are not uniq but 35 times repeated.
> - There's is an unecessary loop, that repetedly deletes and inserts the same
> values.

(Continue reading)

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Jens Wilke | 7 Nov 2011 09:41

Re: ERROR: invalid input syntax for integer: ""

On Saturday 05 November 2011 18:13:51 Michiel Beijen wrote:

Hi Mike,

> http://bugs.otrs.org/show_bug.cgi?id=7884

Why do you think that these loops are still required:

119 	 my %StandardResponseData
120 	= $Self->{StandardResponseObject}->StandardResponseList( Valid => 1 );
121 	for my $StandardResponseID ( keys %StandardResponseData ) {
122 	my $Active = 0;
123 	for my $QueueID ( <at> IDs) {
124 	next if $QueueID ne $StandardResponseID;
125 	$Active = 1;
126 	last;
127 	} 

159 	 my %QueueData = $Self->{QueueObject}->QueueList( Valid => 1 );
160 	for my $QueueID ( keys %QueueData ) {
161 	my $Active = 0;
162 	for my $StandardResponseID ( <at> IDs) {
163 	next if $StandardResponseID ne $QueueID;
164 	$Active = 1;
165 	last;
166 	} 

Regards, Jens
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Michiel Beijen | 14 Nov 2011 08:39

Re: ERROR: invalid input syntax for integer: ""

You're right. This was obsolete code and I've addressed this as well.
--
Mike

On Mon, Nov 7, 2011 at 09:41, Jens Wilke <jens.wilke <at> affinitas.de> wrote:
> On Saturday 05 November 2011 18:13:51 Michiel Beijen wrote:
>
> Hi Mike,
>
>> http://bugs.otrs.org/show_bug.cgi?id=7884
>
> Why do you think that these loops are still required:
>
> 119      my %StandardResponseData
> 120     = $Self->{StandardResponseObject}->StandardResponseList( Valid => 1 );
> 121     for my $StandardResponseID ( keys %StandardResponseData ) {
> 122     my $Active = 0;
> 123     for my $QueueID ( <at> IDs) {
> 124     next if $QueueID ne $StandardResponseID;
> 125     $Active = 1;
> 126     last;
> 127     }
>
> 159      my %QueueData = $Self->{QueueObject}->QueueList( Valid => 1 );
> 160     for my $QueueID ( keys %QueueData ) {
> 161     my $Active = 0;
> 162     for my $StandardResponseID ( <at> IDs) {
> 163     next if $StandardResponseID ne $QueueID;
> 164     $Active = 1;
> 165     last;

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Hugh Kelley | 15 Nov 2011 02:13

OTRS Generic Interface (3.1) examples

Pardon me if I missed them, but are there any online examples for the new Kernel::GenericInterface and related packages?

http://www.otrs.com/company/news/press-releases/otrs-develops-generic-interface-for-higher-connectivity-to-sap-baramundi-and-sugarcrm/

Hugh

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Juan Manuel Clavero Almirón | 15 Nov 2011 09:57

problem with AgentTicketEmail.pm

Hello,

I’m having a weird problem with AgentTicketEmail.pm: I realized that it didn’t work, because it didn’t create any ticket nor article, but it wouldn’t show any error message (it was not a pop-up problem, it didn’t work even on a non-blocker browser).

I installed OTRS 3.0.10 and ITSM 3.0.5; File version is AgentTicketEmail.pm,v 1.30 2011/06/08

I started debugging it (print style) and realized that the contents of error hash in line 830 are:

error = {ExpandCustomerName => 1}

which I suppose is a problem finding the Customer User

I’m using LDAP authentication for customers and agents and its working OK. It find the Customer in the AgentTicketEmail window (it does this active search, narrowing while I write, and in the end it gets the correct user). I fill all the fields and when I click on ‘Send’ it returns to the same window with no further message

In my test environment, I’ve commented the line that says “return output;” and it works fine, it inserts the ticket and its article with the correct Customer. I’ve been able to work on it, doing moves, priority changes, notes and so on. But it’s not a change that I’d like to do on a production system.

Can anyone help me with this problem?

Juan Clavero Almirón

Gestiò d’Identitats, Firma i Custòdia

Oficina de Tecnologies, Informació i Comunicacions (OTIC)

Servei de Salut de les Illes Balears

C/ de les Escoles, s/n - 07181 Bendinat - Mallorca

Telf. +34 971.42.65.30

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Juan Manuel Clavero Almirón | 18 Nov 2011 13:12

translating FAQ on new note

Hello,

I’ve been customizing the translation to our business need, using lang_Custom

We use the FAQ module and the words Symptom, Problem and Solution are correctly translated, and they show in our language in the screen.

But, when I click the “Insert Text|Link|Both” button, the inserted text in the free text textarea includes this words in English

Is there a simple way of getting this?

Juan Clavero Almirón

Gestiò d’Identitats, Firma i Custòdia

Oficina de Tecnologies, Informació i Comunicacions (OTIC)

Servei de Salut de les Illes Balears

C/ de les Escoles, s/n - 07181 Bendinat - Mallorca

Telf. +34 971.42.65.30

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Carlos Rodriguez | 18 Nov 2011 13:29

Re: translating FAQ on new note

Hi Juan Manuel

Looks like a Development issue. Please File a Bug in the Bugzilla.

--
Carlos Rodriguez
Sent from my Galaxy S II

-------- Original message --------
Subject: [dev] translating FAQ on new note
From: Juan Manuel Clavero Almirón <juanm.clavero <at> ibsalut.es>
To: "dev <at> otrs.org" <dev <at> otrs.org>
CC:

Hello,

I’ve been customizing the translation to our business need, using lang_Custom

We use the FAQ module and the words Symptom, Problem and Solution are correctly translated, and they show in our language in the screen.

But, when I click the “Insert Text|Link|Both” button, the inserted text in the free text textarea includes this words in English

Is there a simple way of getting this?

Juan Clavero Almirón

Gestiò d’Identitats, Firma i Custòdia

Oficina de Tecnologies, Informació i Comunicacions (OTIC)

Servei de Salut de les Illes Balears

C/ de les Escoles, s/n - 07181 Bendinat - Mallorca

Telf. +34 971.42.65.30

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Wagner | 30 Nov 2011 23:20

Event linking a ticket to a CI

Hello,

I would like some directions on how to develop a event action when a ticket is linked to a CI

could someone give me some tips, where to start or any help?

Thanks

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