Service Display

[MargauxG]

Hello,

I'm facing a quite an issue. We have around 200 services (from basic services such as "writting an email" to specific business services). As you can imagine we cannot let our users (ie "customers" for OTRS) chose between 200 services. And before someone tells me "activate the queue for the customers" or "delete some services", it is not my decision to make, so there is no way I can do otherwise.
So I'd like for the customer to chose first between "Generic Services" and "Business Services", then between the "big" services such as "Communication" or "Data Management" and then the sub services.
I saw this function/variable $Data{"ServiceStrg"} which could sound amazing if I had any idea how it works or at least if I knew where it is defined. So my idea was to create something like that (for example "$Data{"Service_Com"}", "$Data{"Service_Data"}").

So the question is : Is it possible to create more function $Data{"ServiceStrg"} ? And so, if yes, how ?

In advance, thank you

[jojo]

Service is a tree, just create subservices in the admin panel

[MargauxG]

I know, but I still have more than 200 services to chose from
An example of a service : Gen::Communication::Emails:with External contact (that makes a big service "Gen", a sub-service "Communication", another sub-service "Emails" and the last sub service "with External contact"). So I have this but times 150 ...
Do you see my problem ?

[crythias]

DynamicField_GenericService
DynamicField_BigService

ACL.

[jojo]

in latest OTRS version there is a small tree icon, so you can click on it, see all services, search for them etc

[MargauxG]

I would have loved to install the latest version but unfortunately I cannot find the migration scripts for Mircrosoft SQL 2012....
We don't want to use the ACL (they are "basic" users, so they're not really fond of computers and all...)

[jojo]

the scripts are in the scripts directory

[crythias]

We don't want to use the ACL (they are "basic" users, so they're not really fond of computers and all...)

ACL is for the administrators of OTRS to implement. http://otrs.github.io/doc/manual/admin/ ... -reference

You will create a Drop Down Dynamic Field Generic Service that has Generic Services and Business Services.
Likewise, BigServices, then ...

Within Config.pm, you'll create an ACL that says: (pseudo code. for example, not direct implentation)

Properties => DynamicField => DynamicField_GenericService => "Generic"
Possible => DynamicField => DynamicField_BigService => ['Value1', 'Value2']

and another ...

then match GenericService/BigService in Properties and set possible Services.

It does what you ask.

ETA: Oh. Sorry. this is for 3.2+ ... you're still on 3.0.11

[crythias]

I cannot find the migration scripts for Mircrosoft SQL 2012....

the scripts are in the scripts directory

https://github.com/OTRS/otrs/tree/rel-3_1_21/scripts

https://github.com/OTRS/otrs/blob/rel-3_1_21/UPGRADING

3.0.x->3.1.latest->3.2.latest->3.3.latest

[MargauxG]

I'm developing version 3.2.16 (3.0.11 is still in production and in a month I'm supposed to put the latest version in production and end the previous one).

Concerning the migration, I cannot find the script to migrate from 3.2 to 3.3.

If I use the ACL, when the user just chose "Gen" ("mother of all services"), will every information on this service be displayed at the opening of the ticket by an agent ? (yes, we do have lazy users or some that just don't understand a thing concerning computers...)

[crythias]

If I use the ACL, when the user just chose "Gen" ("mother of all services"), will every information on this service be displayed at the opening of the ticket by an agent ? (yes, we do have lazy users or some that just don't understand a thing concerning computers...)

It will display what is in Possible.

[crythias]

Concerning the migration, I cannot find the script to migrate from 3.2 to 3.3.

https://github.com/OTRS/otrs/tree/rel-3_3_8/scripts
https://github.com/OTRS/otrs/blob/rel-3 ... .mssql.sql

[MargauxG]

I got that part for ACL, what is really important is the other information of the service ie, the criticality. So if I create the ACL, every chosen service will have its information from the database ? But I'll have to add every single service by hand in the config file ?

(If I have the time, I'll try the upgrade, but last time, it didn't work so well...)

[crythias]

But I'll have to add every single service by hand in the config file

SQL queries can help.

[MargauxG]

I can't seem to make it work. Here's my code (for the "big" categories at least)

Code: Select all

# Selecting Generic Services
$Self->{TicketAcl}->{'ACL-Customer-Gen'} = {
    Properties => {
        Frontend => {
           Action => ['CustomerTicketMessage'],
        },
    Ticket => {
			Service => {
				ServiceID => ['79'],
				},
			},
    },
    Possible => {
		Ticket => {
			DynamicField => {
				DynamicField_GenServices => ['Data Management', 'Document Management', 'Scheduling', 'Communication', 'WWW', 'Multimedia Managament', 'Connection', 'Central IT services', 'Standard request', 'Other request' , 'Training', 'Hardware'],
				},
		}
   },
};

# Selecting Business Services
$Self->{TicketAcl}->{'ACL-Customer-Business'} = {
    Properties => {
        Frontend => {
           Action => ['CustomerTicketMessage'],
        },
    Ticket => {
			Service => {
				ServiceID => ['196'],
				},
			},
    },
    Possible => {
		Ticket => {
			DynamicField => {
				DynamicFiled_BusinessServices => ['Data Manager', 'Finance', 'Interfaces', 'Item Management', 'Logistic', 'Production', 'Purchase', 'Sales Admin.', 'Trade'], 
			},
         },
	},
};

I also tried

Code: Select all

 DynamicFiled => {
DynamicField_GenServices =>"Gen",
},

instead of service ...

[crythias]

spelling helps. Field, not Filed.

[MargauxG]

Unfortunately, it does not come from here... (I corrected it).
After reloading the config (and deleting cache and reloading the apache server), I can't access the ticket creation page.
Here's what happend :

Internal Server Error

The server encountered an internal error or misconfiguration and was unable to complete your request.

Please contact the server administrator, webmaster@localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error.

More information about this error may be available in the server error log.
Apache/2.2.22 (Ubuntu) Server at xxx

But no log entries ...

[crythias]

apache will have errors in error.log

Note that DynamicField is for 3.2+, not 3.0, just in case you and I are talking past each other.

[MargauxG]

Yes I know, I'm developing 3.2.16 on Linux Server with MS SQL database.

here is the apache log

XXX.XX.XX.XX - - [16/Jul/2014:14:17:42 +0200] "GET /otrs/customer.pl?Action=CustomerTicketMessage HTTP/1.1" 500 647 "http://xxxxxxxx.xxxxxxxx.com/otrs/custo ... etID=48553" "Mozilla/5.0 (Windows NT 6.1; WOW64; rv:30.0) Gecko/20100101 Firefox/30.0"

[crythias]

GET isn't an error. That's just normal activity. There's another file that stores errors.

[MargauxG]

error log for Apache

[Wed Jul 16 14:17:42 2014] [error] Not an ARRAY reference at /opt/otrs//Kernel/System/Ticket.pm line 7101.\n

line 7101 of Ticket.pm

Code: Select all

  for my $Item ( @{ $Step{$PropertiesHash}->{$Key}->{$Data} } ) { 

[reneeb]

I also tried

Code: Select all

 DynamicFiled => {
DynamicField_GenServices =>"Gen",
},

instead of service ...

This causes the internal server error. You have to use

Code: Select all

["Gen"]

instead of

Code: Select all

"Gen"

(but I didn't follow the thread if that's the solution to your problem)

[MargauxG]

That doesn't work either. But since I am far from being an expert in perl language, I first thought I didn't code it write (you know, big language mistake...)