Configuration Item -What language or script is used there?

[Amukinado]

Hi. I'm making some changes and creating new CI's, but i don't know what kind of code is that.

At this moment i need to know if this is a numer of char or a number of bits or bytes:

Code: Select all

Size => 63,
 MaxLength => 63,

Here's an example:

Code: Select all

{
        Key => 'Loc',
        Name => 'Loc',
        Searchable => 1,
        Input => {
            Type => 'Text',
            Size => 50,
            MaxLength => 100,
        },
    },
	{
        Key => 'info1',
        Name => 'Info 1 - Cliente',
        Searchable => 1,
        Input => {
            Type => 'TextArea',
        },
    },

Where can I find more info about this type of scripting?

Thanks in advance
Regards
BB

[Daniel Obee]

It's chars. OTRS is written in Perl (www.perl.com), the attributes in your example are more or less what you find in html later (input type="text" size="...).

If you wanna make changes, I recommend to get deeper into the topic by reading the developer manuel and the html developer API at http://dev.otrs.org/.

Greets,
Daniel

[Amukinado]

Thanks. I've been reading, and also reading an ITIL book... i'll have to migrate a contact database to the cmdb, so i'm creating a new class and a new CI for that.

I'm learning as I do and as I read...Not shure if this the best practice. I've also thinked about modifying the LOCATIONS class... Wich is the best option?

Regards.

[Daniel Obee]

Sounds like you're trying to reinvent the wheel to me. I don't know much about ITIL - our system's broad customer service - but there's easy ways to include an existing customer db into the system without migrating it. I'd strongly suggest to get into the documentation much, much deeper before you start altering the code. OTRS is incredibly flexible as it is, so maybe you could save the breath.

And then there's still consulting...

Greets,
Daniel

[Amukinado]

Hi! I'm not changing any code. Just configuring a new CI, to fit my contacts DB. Then will export my original data to csv, and then will import to the CI, with csv again. Is this so wrong?

Regards

[jojo]

As Daniel wrote, there is already a contact (Customer Database) you should not use the CMDB for this...

[Amukinado]

Can you tell me where to find it? I've read all the manuals, admin and dev, and didn't found it.

Regards

[jojo]

http://doc.otrs.org/2.4/en/html/x1941.h ... omer-table

[Amukinado]

Hi. Thanks for that valuable info.

The thing is this custumer user database, requires a user login. What we need is a costumer database, but to use only as a "phone-book". That's why we are going for the CI. We think that's the best option. If we decide to go to the customer_user table, we will have about 3000 users with a login, and a "fake" password...that might be a security breach for us, don't u think? This kept me thinking and would like to ear your opinion before any decision.

Regards
Bruno

[crythias]

If there's a security problem for just one customer, it's a problem. Although, you do have the option to not even allow the Customer Portal if you choose. You'd probably make certain that the link doesn't exist in the footer of Customer emails, etc., and that you'd probably remove the portal in the apache config files.

[Amukinado]

Thanks. There is another thing. About upgrades to OTRS. Our database has much more fields than the OTRS costumer DB. If I make changes to the DB model and add custom fields, I will have to also modify the forms to see/add/update that data. Updates will make do my own updates everytime the system changes.
That's why maybe using a CI is the best option...

Kindly advice on this, please.

Regards
Bruno

[crythias]

If you're trying to put every field from your CRM into OTRS (why?) then you might stop using OTRS and seek out a CRM with ticketing (most do it...) CSV back and forth is not pretty, and generally not necessary. This is why you're seeing "don't reinvent the wheel" type responses here. If your customer source db is accessible via SQL or other queries, then simply query what you want and embed the result in the .dtl of OTRS, but edit the Customer DB changes in your original database.

There is explicit information how to add fields to the customer user backend which likely should survive upgrades.

If you create your own Theme, upgrades won't overwrite your changes to .dtls.

[jojo]

You can also connect an existing database table (or view) as OTRS Customer Database

[Amukinado]

There is explicit information how to add fields to the customer user backend which liketly should survive upgrades.

If you create your own Theme, upgrades won't overwrite your changes to .dtls.

Hi. Thanks.

I'm sorry. I'm very new to OTRS. I can't find the files to edit to add the customer backend as on the example you posted. Can you tell me where can I find them? Or are they a new module I have to write?

Regards
Bruno

[Amukinado]

Well... I found a series of files here: /Kernel/Output/HTML/Standard/
but can't find anyone with a field "Map", to add my custom fields. Any idea?

Regards
Bruno Barosa

[crythias]

You'll need to make configuration changes in the file called Config.pm. You should read the documentation to integrate your customer backend information.

If you're making .dtl changes, you'll need to follow the instructions to make your own theme.

[Amukinado]

I've been reading exactly that page. I don't understand if those are examples for completely new files or changes to a file. Is that an example of code to insert into the Config.pm?

Regards
Bruno

[crythias]

Yes, after re-rereading it (I just assumed it was there from the start. I installed my Customer Backend information from the LDAP howto), you have to add these lines in Kernel/Config.pm

This is a big oops, because the 1.3 howto clearly says edit the Config.pm.

[Amukinado]

Thanks! Managed to alter the form and make it work, inputing the values on the form and they are really get to the DB.
Now i'll make some more tests and decide for this solution or for the CI solution.

One more question. Updates/upgrades won't mess with my theme. Config.pm is not on the same folder as theme files are.

Config.pm won't be affected also by updates/upgrades?

Regards
Bruno

[crythias]

If you're concerned about it, make a backup copy of Config.pm now and each time you touch it. (good idea anyway) Generally, I would very much EXPECT Config.pm to not be overwritten by updates considering it has connection strings to the OTRS database. New updates changes get made to Defaults.pm which Config.pm supersedes/appends.

[Amukinado]

Many thanks. You all have been very useful!

About chars, it's something I've never heard about. Where can I find mor info about it. I Googled about it but with no luck. Can you help?

Regards
Bruno

[crythias]

Can you provide a context for your question?

[Amukinado]

No...not right now... Isn't there a site where I can read about it? If not, I will get back to it as soon as a specific question appears.

Regards
Bruno

[crythias]

I was just wondering where you found "char" to ask about it. I don't recall it being in this topic thread.

[Amukinado]

The first person that replyed said this:

It's chars. OTRS is written in Perl (http://www.perl.com), the attributes in your example are more or less what you find in html later (input type="text" size="...).

[Daniel Obee]

Oh. You mean this:

... At this moment i need to know if this is a numer of char or a number of bits or bytes: ...

Greets,
Daniel

[Amukinado]

No. Lol.

I asked what kind of language or scripting is used inside Configuration Items, or even that one I posted on my Config.pm. Someone told me it was "Chars"... It's my first question. I neve heard about it... Or is it perl? Because i now nothing about perl, but it seem's i'll have to learn... lol

Regards
Bruno

[Amukinado]

Forget it.... i re-re-re-re-read that. He answered to me to both questions on the same phrase... Lol. Ok Got it. This looks like crazy people talking. I'm sorry, but English is not my main kanguage and somtimes I don't understand things at first time. Now it's clear. Everything is done on perl on OTRS.

Thank you.

Regards
Bruno

[Amukinado]

I have so many "articles" in to CI classes, and i wish to link them. It has to be done on the config item part directly on the DB because there are more than 5000 things to relate. I've been making tests linking CI's but the only thing i see is a change in configitem_history, wich add's a record matching the linked object configitem_id on the configitem_history table and a textstring.

Something like this: 4970%%ITSMConfigItem.

On the linked field it happens the same thing but with with the data related with the linked object. This part is obvious.

But if I change it in the DB it does nothing to the app. I supose this is not the data it's reading, but a historical change record. Can you help finding the correct table/field... whatever...

Thanks!

Regards
Bruno

[Amukinado]

Hi! Had a nice weekend?

I'm still stuck with this. I can't figure out what where the link between CONFIGURATION ITEMS is made on the database.

Any one can help?

Regards
Bruno

[Daniel Obee]

That's an ITSM based question, which I cannot answer. I'd recommend you to open another ticket with a new topic. Will increase your chances of getting an answer.

Greets
Daniel

[Amukinado]

Oh...sorry...already created that new thread, and ended up answering myself.

There is a table called link_relation. That's where it is. I found it when I stoped looking only at the online DB model. Not all the tables seem to be listed there.

Regards
Bruno