OTRS – Changing Priority With The ITSM Module(s) Installed

OTRS — Jeff Eske on May 17, 2012 at 9:41 am

Found out something interesting today.  I was looking into configuration, regarding setting the Priority within an existing ticket.  In our case, we’re looking at using the ITSM modules, to enable a number of features that aren’t available in the base OTRS system.  The ITSM module also adds a Category<->Impact<->Priority matrix and a Criticality<->Impact<->Priority matrix.   I currently have a dev machine and a test machine both setup with the same versions of OTRS and ITSM installed.

What I noticed while comparing the two was that on one system, I was only given the option to set the Priority of an existing ticket, while on the other, I was given both Impact and Priority.  Same system setups, different options.  Why?  Well, it turns out that there is one very poorly identified option that makes the difference.

Image of the Priority page only allowing updating Priority:

Image of the Priority page allowing updating both Impact and Priority:

The option in question is located in:

SysConfig->Frontend::Agent::Ticket::ViewPriority

and is  titled:

Ticket::Frontend::AgentTicketPriority###DynamicField

Here’s an image of the option in question.

As you can see, it says absolutely nothing about what it ACTUALLY controls.  With the option checked, you’ll get both Impact and Priority.  With it unchecked, you get only Priority.

Jeff

Android Fragmentation Stats

Uncategorized — Jeff Eske on May 16, 2012 at 10:00 am

OpenSignalMaps came up with some interesting visualizations of what’s actually out there with regards to Android hardware.  Granted, it’s probably fairly skewed due to custom ROMS, but it’s still pretty impressive.  To me, it helps solidify my opinion that you’re better off building a web-based mobile solution, rather than a native app, UNLESS you need to access some low-level device hardware or some such thing.

Jeff

OpenSignalMaps – Android Fragmentation Visualized

Installing Eclipse for Android Development on Ubuntu

Programming — Jeff Eske on May 10, 2012 at 1:58 pm

I decided that I’m going to try building my first “real” Android app.  To do that, I decided that I’d use the Eclipse IDE.  Well, the simplest way to do that is to just use apt or Synaptic and install it.  Easy Peasy.  Using the instructions from the Android Developers site, I downloaded/extracted the latest Android SDK that they listed, and then went to install the ADT Plugin for Eclipse.  I inserted the appropriate URL to download the plugin, but when it got to the point that it was to install them, it bombed.  Eclipse told me that there were things missing.  After a little Googling, I found out that can happen when installing via apt.

My solution was to just go out to the Eclipse site and download the “Classic” environment.  After downloading/extracting the Classic version, I was able to get everything to install with no problems.

Now, all I have to do is figure out how to actually DO something with it…

Jeff

Windows on ARM (WOA) Browser Restrictions

General — Jeff Eske on May 10, 2012 at 12:13 pm

This all sounds rather familiar:

Firefox on Windows on ARM – Microsoft Says No – Asa Dotzler: Firefox and more

Like I’ve heard this somewhere before…

Jeff

Testing Postbot

General — Jeff Eske on May 8, 2012 at 7:15 pm

Have used Postbot on my previous Android phone. Just trying it out in the current phone.

OTRS – Web services appear to be broken in OTRS 3.1.4

OTRS,Web Services,Web Stuff — Jeff Eske on May 3, 2012 at 3:25 pm

I’ve upgraded my test machine to OTRS 3.1.4 and now my web services seem to have quit working.   They did a fix (Bug#8363 – SOAP Transport can’t send a value ‘0’. ) and now, that’s all I get!  I get no error message indicating that there’s a problem, but no ticket is created and it tells me that it created Ticket 0.  At least it can pass me that zero now…

UPDATE:  Well, it appears that the web services might not have been broken, but they changed some of what needs to be passed in to be successful – see Web services from 3.1.2 to 3.1.4+ for details.

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