Znuny and ((OTRS)) Community Edition

rafaqf

Hi, I am also trying to logout of otrs when i logout of another application. Any suggestions how i can solve this? Hi, Unfortunately I'm not working in that company anymore, and I don't have access to that code. But I remember I could do it by coding a little pearl script, to do that stuff said abo...

rafaqf

Any Suggestions where to look or what to try? Regards Hi, In the end I could solve it just by removing the SessionId from the url in the SysConfig in the Admin Panel. At the beginning we needed the sessionId to be in the url, but finally we could remove it. Try to change that configuration and look...

rafaqf

Another question, what can I do to have always the SessionID added to the url when downloading an attachment? Should I modify the .dtl files for the AgentTicketZoom? Or it would require some modification of the perl files?? As I've found that it solves my problem, I just need now to have it always a...

rafaqf

reneeb wrote:Did you customize the view?

Do you know why the donwload doesn't add the SessionID to the end of the link if I have it configured to use the SessionID for every URL in the OTRS System? Maybe that's an OTRS bug?

Thanks a lot.

rafaqf

Anyone knows why the donwload doesn't add the SessionID to the end of the link if I have it configured to use the SessionID for every URL in the OTRS System? Maybe that's an OTRS bug?

Thanks a lot.

rafaqf

Did you customize the view? I did, but now it's being used the default template. I just realized that it's also failing out of liferay and out of the portlet. Downloads directly from OTRS are also failing. If I add the session id manually at the end of the URL like that: http://192.168.5.97/otrs/in...

rafaqf

Hi all, Our customer is having some troubles when trying to download a file from the TicketZoom in the Agent side. We have OTRS configured to have the SessionID always in the URL, but when the mouse is over the Download icon, the url showed iat the bottom of the browser before clicking has any Sessi...

rafaqf

It's exactly that code snippet. Replace it with $Param{NextStatesStrg} = $Self->{LayoutObject}->BuildSelection( Data => \%NextStates, Name => 'StateID', Class => 'Validate_Required', %StateSelected, ); Thanks a lot, that's it :)

rafaqf

There should be a "BuildSelection" call a few lines later. There you can add CSS-classes... Is not that? Or you mean a explicit function definition? $Param{NextStatesStrg} = $Self->{LayoutObject}->BuildSelection( Data => \%NextStates, Name => 'StateID', %StateSelected, );

rafaqf

Ok, I think I found where is the problem: # build next states string if ( $Self->{Config}->{State} ) { my %NextStates = $Self->{TicketObject}->TicketStateList( TicketID => $Self->{TicketID}, Action => $Self->{Action}, CustomerUserID => $Self->{UserID}, ); my %StateSelected; if ( $Param{StateID} ) { ...

rafaqf

The DropDown needs the additional class "Validate_Required"... Like that?  <div> <label for="StateID" class="Mandatory"><span class="Marker">* </span>$Text{"Next State"}:</label> <div class="Validate_Required&quo...

rafaqf

can you explain with more detail why it is so bad? General work flow: Click the button relative to the task (move/respond/whatever) do that task. maybe add a note. If you have the option to next state, the default state is the previous state, though it doesn't show up as the highlighted state. It d...

rafaqf

I don't see how this is going to be anything but annoying, unless every action changes a state, plus you won't have any clue what the previous state is. nonetheless, add class="Mandatory" everywhere. Thank you so much. I know that shouldn't be like that because the system is like it is; t...

rafaqf

crythias wrote:How is this beneficial?

It's not a matter of benefit, it's a request from our customer.

rafaqf

Could you find the solution for that?

I think you need more parameters to make this ACL work.

Let me know.

rafaqf

How can I do the "Next State" field as Mandatory (like the Body or a mandatory TicketFreeText) in the Customer interface? Or at least you have to choose a state,
not leaving it as '-'.

I can't see the option to change it anywhere.

Thanks a lot.

rafaqf

Hey , thanks for the reply. I have created the following URLbut it doesn't seem to work. http://ecall.sjtc.whirlpool.com/otrs/customer.pl?Action=Login&User=<OTRS_CUSTOMER_DATA_Username>&Password=<OTRS_CUSTOMER_DATA_Password> Do you think i am using the parameters (<OTRS_CUSTOMER_DATA_Userna...

rafaqf

crythias wrote:Don't forget in TicketFreeText (sorry, I forgot) you need both a Key and a Value... You can't just store the TicketFreeText Value.

Yes, both are in the request

Thanks!

rafaqf

If so, it's a bug. Ok, I got it! finally I added into the CustomerTicketZoom.pm the TicketFreeTextSet method from Ticket.pm, changed some parameters and it works! Now it's getting the parameter from the request. So I guess it would have also worked with the ArticleFreeText, but actually it's better...

rafaqf

The only problem is that although the new value inserted by the customer is in the request after clickin' "Submit", the new value is not inserted into the database. If so, it's a bug. Nothing, the same result, nothing stored in the Database from the Customer Interface. Any help will be ap...

rafaqf

The only problem is that although the new value inserted by the customer is in the request after clickin' "Submit", the new value is not inserted into the database. If so, it's a bug. Ok, that was the last thing I wanted to happen. I'm going to change the ArticleFreeText and try to use a ...

rafaqf

Ticket::Frontend::CustomerTicketMessage###ArticleFreeText Add new entry Article free text options shown in the ticket message screen of the customer interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required. NOTE. If you want to display these fields also in the ticket zoom o...

rafaqf

I can see the value if it is inserted by the agent, Then it's in the database. What do you want to accomplish? Now I need the new value inserted by the customer to be stored in database. I'm inserting the value in the agent interface to check the value, but the agents will not insert any data, it's...

rafaqf

You probably have to enable the field in SysConfig for the screens you wish to show the field(s). Yes, I had the number 2 activated instead of the number 1. I can see the value if it is inserted by the agent, but how should be now the request so that it is inserted in the database with the new valu...

rafaqf

yes. Ok, I have created the article free text. Now, how needs to be the <input> in the dtl file CustomerTicketZoom for the customer to write on it? Which parameters do I need? I've been copying lines from the AgentTicketEmail and AgentTicketZoom so that it would show the label and the field from Ar...

rafaqf

Dynamic fields would be the easy way to do this, although Dynamic fields would not be Agent ReadOnly and Customer R/W, (customer can write on submit, though) but the reverse. Agents could be prevented (why?) from modifying the Dynamic Field via ACL. It doesn't generally make sense for a Customer to...

rafaqf

Hi all, I'm thinking about how to add a new attribute to the ticket object. My purpose comes because our client needs to fill a field in the customer interface, customer could read/write and agent only read. As that's not the OTRS purpose, I know it has to be done by myself and code it. So my questi...

rafaqf

Can you help with the code snippet for this? Hi, sorry for the delay! The perl script that we created was to Log Out the user. To Log in from other system, we used a portlet called iFrame, which creates a link containing the url to our OTRS system, and adding the credentials of the user + 'Action=L...

rafaqf

FiL wrote: You can change the name from Tickets to Orders

Thanks a lot, I've been looking for this setting for some hours today!

rafaqf

Hi all,

I'd like to modify the "Tickets" name in the navigation bar in the Agent interface by "Orders", so that we have "Dahsboard" "Orders" "Services" etc.

Is that possible? In that case, how can I achieve it?

Thanks a lot,

Rafa

rafaqf

There can be articles without any state updates or there can be state updates without articles. The best way for developing this would be: - create an article dynamic field. - create an event module which populates this field with actual ticket state on article create event I already have the actua...

rafaqf

Ok, script works, now the question is, how to call the perl script so that every <td> shows the state retrieved by the script?

Can you help me with this?

Thanks a lot.

rafaqf

What do you think? I think you're going to have a null result. There is no field that indicates the state for a given article. If you need that, you need to do some magic querying of ticket_history at the date/time of the creation of article for the given ticket id. If you can do that, more power t...

rafaqf

I'm going to try to read the states from database with a perl script. I think it's the only way to achieve that.

What do you think?

rafaqf

an article does not belong to a state. so what is the background of the client request? They'd like to have a column STATE in the Articles table under the Articles tab. They want to see directly in the AgentTicketZoom the evolution of states by clicking in the Articles tab, so that they can see for...

rafaqf

crythias wrote:no, but you can click History ...

Hahaha... yes, I know

It's just a client requirement. Of course I know that you can click History and see the old states.

Thanks a lot.

Cheers.

rafaqf

crythias wrote:What jojo said is correct. State changes are ticket_history and not reflected in the article.

And there is no way to show the states from the ticket_history in the articles??

Thank you very much to both.

rafaqf

crythias wrote:What you're trying should only show you the current state.

You're right. I achieved to show a new column STATE in the Articles table, but the state is the current state. Is there a way to show the old status for each Article?

Thanks a lot.

rafaqf

You mean the very first item on the ticket information area on the right you'd like to apply to ... what do you want to accomplish? See the state of a ticket as applied to an article when the article was submitted or the ability to change the state? Do you want to see the before state or the after ...

rafaqf

Hi all, I'm trying to add a new field in the AgentTicketZoom, more exactly inside the Articles tab. I've tried to add this in the AgentTicketZoom.dtl, line 540 +/-: ... <th class="State"><a href="#">$Text{"State"}</a></th> ... But of course I don't know the class name t...

rafaqf

Hi, Thanks for your reply! Finally I did a perl script that Logs out the user, it was not so difficult. We call the script from Liferay through a socket in OTRS File System, passing the User as a parameter, then we look the session Id of that User in the DB and we remove that session. By now it's wo...

rafaqf

Hi all there, I have OTRS inside an iFrame portlet into Liferay, and our customer needs to logout from OTRS and other system we use when the user logs out from Liferay. I tried it in several ways, first of them just to create a Http connection with the normal logout URL like this: http://Server_ip/o...

rafaqf

Ok, the second field in the SLA, "Escalation - update time", is for both Customers and Agents, because it looks for some update, it doesn't matter who.

rafaqf

Hi all, We need to use the SLAs to know if our customers answer to the tickets in the right time. I know (correct me if I'm wrong) that SLA only applies to agents. If an agent doesn't update or modify a ticket in the amount of time stablished in the SLA, then the ticket is Escalated. Is there a way ...

rafaqf

Adjust in SysConfig for the type of entry (Note?) you're wanting to change. Could you please explain a little bit more how to achieve that? I'm trying to have my body text in the customer interface not required too, maybe remove it. Or if it's possible to modify the class "RichText DontPrint V...

rafaqf

It's useful for you if you need web services from remote systems or from OTRS to remote systems. If you are not going to call OTRS functions from outside, or outside functions from OTRS, then you don't need it.

Otherwise, keep it there, you never know what will need your system in the future.

rafaqf

Yes, exactly, so my solution is just like what you have written.

Thanks a lot!

rafaqf

This says, "If the State is open and the User is in the Supervisor Group with rw permissions, there is no available state to select." Exactly. The awesome thing would be, "if the state_type of the ticket is open and the User is in the Supervisor Group with rw permissions, there is no...

rafaqf

Why if I have my ACLs already written, with all the status of type open, and now I change them to new or closed, my ACL doesn't work? Because your ACLs are written to match Property of State open. State is not state type. State Type is a categorization of states. Finally I did a very long ACL to so...

rafaqf

[quote="crythias"]OK, http://doc.otrs.org/3.0/en/html/acl.html doesn't say Type. It does say: Ticket => { State => ['new', 'open'], Why if I have my ACLs already written, with all the status of type open, and now I change them to new or closed, my ACL doesn't work? It should, because I'm n...

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