doc en iphone handle
TRANSCRIPT
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iPhoneHandle
iPhoneHandle
The iPhoneHandle Package. Version 1.0.1
(c) 2010 OTRS AG, http://otrs.org/
GNU AFFERO GENERAL PUBLIC LICENSE Version 3, November 2007
This work is copyrighted by OTRS AG, Norsk-Data-Str. 1, 61352 Bad Homburg, Germany.
Build Date: 2010-09-02
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iPhoneHandle
1. Preface..............................................................................................................................................................................1
2. Feature List....................................................................................................................................................................... 2
2.1. Badges......................................................................................................................................................................2
2.2. iPhone Views............................................................................................................................................................ 2
2.2.1. Queue View...................................................................................................................................................... 2
2.2.2. Status View.......................................................................................................................................................2
2.2.3. Escalation View................................................................................................................................................ 2
2.2.4. Watched View...................................................................................................................................................2
2.2.5. Locked View..................................................................................................................................................... 2
2.2.6. Responsible View............................................................................................................................................. 2
2.3. Ticket Actions........................................................................................................................................................... 2
2.3.1. Ticket Phone.....................................................................................................................................................2
2.3.2. Ticket Note........................................................................................................................................................2
2.3.3. Ticket Close...................................................................................................................................................... 2
2.3.4. Ticket Compose................................................................................................................................................2
2.3.5. Ticket Move...................................................................................................................................................... 3
3. Requirement..................................................................................................................................................................... 4
3.1. Framework................................................................................................................................................................4
3.2. Packages.................................................................................................................................................................. 4
3.3. Operating System..................................................................................................................................................... 4
3.4. Third Party Software................................................................................................................................................. 4
4. Installation.........................................................................................................................................................................5
4.1. Admin Interface.........................................................................................................................................................5
4.2. Command Line......................................................................................................................................................... 5
5. First Steps.........................................................................................................................................................................6
5.1. In otrs web application.............................................................................................................................................. 6
5.2. In the iPhone application.......................................................................................................................................... 6
6. Configuration.....................................................................................................................................................................7
6.1. iPhone::DebugLog.................................................................................................................................................... 7
6.2. iPhone::LogFile.........................................................................................................................................................7
6.3. iPhone::Frontend::AgentTicketPhone.......................................................................................................................7
6.3.1. TicketType........................................................................................................................................................ 7
6.3.2. Service..............................................................................................................................................................7
6.3.3. Owner............................................................................................................................................................... 7
6.3.4. Responsible...................................................................................................................................................... 7
6.3.5. CustomerID.......................................................................................................................................................7
6.3.6. State................................................................................................................................................................. 7
6.3.7. StateDefault...................................................................................................................................................... 7
6.3.8. PriorityDefault................................................................................................................................................... 7
6.3.9. ArticleTypeDefault............................................................................................................................................ 8
6.3.10. SenderType.................................................................................................................................................... 8
6.3.11. TimeUnits........................................................................................................................................................8
6.3.12. TicketFreeText................................................................................................................................................8
6.3.13. TicketFreeTime...............................................................................................................................................8
6.3.14. ArticleFreeText............................................................................................................................................... 8
6.3.15. HistoryType.....................................................................................................................................................8
6.3.16. HistoryComment............................................................................................................................................. 8
6.4. iPhone::Frontend::AgentTicketNote..........................................................................................................................8
6.4.1. Permission........................................................................................................................................................ 8
6.4.2. RequiredLock....................................................................................................................................................8
6.4.3. TicketType........................................................................................................................................................ 8
6.4.4. Service..............................................................................................................................................................9
6.4.5. Owner............................................................................................................................................................... 9
6.4.6. Responsible...................................................................................................................................................... 9
6.4.7. State................................................................................................................................................................. 9
6.4.8. StateType......................................................................................................................................................... 9
6.4.9. StateDefault...................................................................................................................................................... 9
6.4.10. Note................................................................................................................................................................ 9
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6.4.11. Subject............................................................................................................................................................9
6.4.12. Body................................................................................................................................................................9
6.4.13. ArticleTypeDefault.......................................................................................................................................... 9
6.4.14. ArticleTypes.................................................................................................................................................... 9
6.4.15. Priority.............................................................................................................................................................9
6.4.16. PriorityDefault................................................................................................................................................. 9
6.4.17. Title................................................................................................................................................................. 9
6.4.18. TimeUnits......................................................................................................................................................10
6.4.19. TicketFreeText..............................................................................................................................................10
6.4.20. TicketFreeTime.............................................................................................................................................10
6.4.21. ArticleFreeText............................................................................................................................................. 10
6.4.22. HistoryType...................................................................................................................................................10
6.4.23. HistoryComment........................................................................................................................................... 10
6.5. iPhone::Frontend::AgentTicketClose...................................................................................................................... 10
6.5.1. Permission...................................................................................................................................................... 10
6.5.2. RequiredLock..................................................................................................................................................10
6.5.3. TicketType...................................................................................................................................................... 10
6.5.4. Service............................................................................................................................................................10
6.5.5. Owner............................................................................................................................................................. 10
6.5.6. Responsible.................................................................................................................................................... 11
6.5.7. State............................................................................................................................................................... 11
6.5.8. StateType....................................................................................................................................................... 11
6.5.9. StateDefault.................................................................................................................................................... 11
6.5.10. Note.............................................................................................................................................................. 11
6.5.11. Subject..........................................................................................................................................................11
6.5.12. Body..............................................................................................................................................................11
6.5.13. ArticleTypeDefault........................................................................................................................................ 11
6.5.14. ArticleTypes.................................................................................................................................................. 11
6.5.15. Priority...........................................................................................................................................................11
6.5.16. PriorityDefault............................................................................................................................................... 11
6.5.17. Title............................................................................................................................................................... 11
6.5.18. TimeUnits......................................................................................................................................................11
6.5.19. TicketFreeText..............................................................................................................................................11
6.5.20. TicketFreeTime.............................................................................................................................................12
6.5.21. ArticleFreeText............................................................................................................................................. 12
6.5.22. HistoryType...................................................................................................................................................12
6.5.23. HistoryComment........................................................................................................................................... 12
6.6. iPhone::Frontend::AgentTicketCompose................................................................................................................12
6.6.1. Permission...................................................................................................................................................... 12
6.6.2. RequiredLock..................................................................................................................................................12
6.6.3. State............................................................................................................................................................... 12
6.6.4. StateDefault.................................................................................................................................................... 12
6.6.5. StateType....................................................................................................................................................... 12
6.6.6. ComposeAddCustomerAddress..................................................................................................................... 12
6.6.7. ComposeReplaceSenderAddress.................................................................................................................. 13
6.6.8. ComposeExcludeCcRecipients...................................................................................................................... 13
6.6.9. TimeUnits........................................................................................................................................................13
6.6.10. TicketFreeText..............................................................................................................................................13
6.6.11. TicketFreeTime.............................................................................................................................................13
6.6.12. ArticleFreeText............................................................................................................................................. 13
6.7. iPhone::Frontend::AgentTicketMove...................................................................................................................... 13
6.7.1. Permission...................................................................................................................................................... 13
6.7.2. RequiredLock..................................................................................................................................................13
6.7.3. Owner............................................................................................................................................................. 13
6.7.4. State............................................................................................................................................................... 13
6.7.5. StateType....................................................................................................................................................... 13
6.7.6. StateDefault.................................................................................................................................................... 14
6.7.7. Priority.............................................................................................................................................................14
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6.7.8. PriorityDefault................................................................................................................................................. 14
6.7.9. TimeUnits........................................................................................................................................................14
6.7.10. TicketFreeText..............................................................................................................................................14
6.7.11. TicketFreeTime.............................................................................................................................................14
6.7.12. ArticleFreeText............................................................................................................................................. 14
7. Contacts..........................................................................................................................................................................15
7.1. OTRS AG................................................................................................................................................................15
8. Manifest.......................................................................................................................................................................... 16
8.1. File list.....................................................................................................................................................................16
9. ChangeLog..................................................................................................................................................................... 17
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1. Preface
Description of Package
If you have questions regarding this package, please contact your support team ([email protected]) for more information.
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2. Feature List
2.1. Badges
Counters for Locked, Watched, Responsible displayed in iPhone application main screen.
2.2. iPhone Views
2.2.1. Queue View
All necessary information to fill iPhone application "Queue View" including Queue names and number of viewable tickets.
2.2.2. Status View
All necessary information to fill iPhone application "Status View" including State names and number of viewable tickets.
2.2.3. Escalation View
All necessary information to fill iPhone application "Escalation View" including Today, Tomorrow and Next Week escalation times and number of viewable tickets.
2.2.4. Watched View
All necessary information to fill iPhone application "Watched View" including Queue names and number of viewable watched tickets.
2.2.5. Locked View
All necessary information to fill iPhone application "Locked View" including Queue names and number of viewable locked tickets.
2.2.6. Responsible View
All necessary information to fill iPhone application "Locked View" including Queue names and number of viewable responsible for tickets.
2.3. Ticket Actions
2.3.1. Ticket Phone
Create a new phone ticket.
2.3.2. Ticket Note
Create a new note to an existing ticket.
2.3.3. Ticket Close
Close an existing ticket.
2.3.4. Ticket Compose
Reply an existing ticket.
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2.3.5. Ticket Move
Change an existing ticket from one queue to another.
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3. Requirement
3.1. Framework
The following OTRS framework is required:
o 3.0.x
3.2. Packages
The following package are required:
o None
3.3. Operating System
Special operating system requirements:
o None
3.4. Third Party Software
This third party software is required to use this package:
o None.
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4. Installation
The following instructions explain how to install the package.
4.1. Admin Interface
Please use the following URL to install the package utilizing the admin interface (please note that you need to be in the admin group).
http://localhost/otrs/index.pl?Action=AdminPackageManager
4.2. Command Line
If you don't want to use the Admin Interface, you can use the following OPM command to install the package with "bin/opm.pl".
shell> bin/opm.pl -a install -p /path/to/iPhoneHandle-1.0.1.opm
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5. First Steps
5.1. In otrs web application
As soon as the iPhoneHandle Module has been installed, a new group of settings "iPhone" is automatically generated. access them via "sysconfig". this group of settings controls the behavior of iPhone ticket action screens as well as some debug options of the package itself.
Is recommended to review all settings and change them if necessary to match the current otrs configuration.
5.2. In the iPhone application
Download and install MyOTRS from Apple AppStore in your iPhone or iPod Touch.
Add a new otrs account in the Account Manager. the URL must be http(s)://<FQDN>/<ScriptAlias>/json.pl.
Example:
http://localhost/otrs/json.pl.
You should use same User and Password in otrs web application
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6. Configuration
The following config options can or need to be changed via SysConfig.
6.1. iPhone::DebugLog
Allows to enable a special log for all communication between iPhone and otrs.
The SysConfig setting can be found under group "iPhone" and sub group "Core::Log".
6.2. iPhone::LogFile
Defines the path and file name for the degug log file. This file will be automatically created by the system, if it doesn't exist.
The SysConfig setting can be found under group "iPhone" and sub group "Core::Log".
6.3. iPhone::Frontend::AgentTicketPhone
Settings for iPhone new phone ticket fields and screen configuration.
The SysConfig setting can be found under group "iPhone" and sub group "Frontend::Agent::Ticket::ViewPhone".
6.3.1. TicketType
Sets the ticket type of new phone tickets in the iPhone interface (Ticket::Type needs to be activated).
6.3.2. Service
Sets the service of new phone tickets in the iPhone interface (Ticket::Service needs to be activated).
6.3.3. Owner
Sets the ticket owner in the new phone ticket screen of the iPhone interface.
6.3.4. Responsible
Sets the responsible agent of the ticket in the new phone ticket screen of the iPhone interface..
6.3.5. CustomerID
Sets the customer id in the new phone ticket screen of the iPhone interface..
6.3.6. State
Allows to set a new ticket state in the new phone ticket ticket screen of the iPhone interface.
6.3.7. StateDefault
Sets the default next state for new phone tickets in the iPhone interface.
6.3.8. PriorityDefault
Defines the default ticket priority in the new phone ticket screen of the iPhone interface.
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6.3.9. ArticleTypeDefault
Defines the default type of the ticket in the new phone ticket screen of the iPhone interface.
6.3.10. SenderType
Sets the default sender type for new phone ticket in the iPhone interface.
6.3.11. TimeUnits
Sets the time units in the new phone ticket screen of the iPhone interface.
6.3.12. TicketFreeText
Ticket free text options shown in the new phone ticket screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
6.3.13. TicketFreeTime
Ticket free time options shown in the new phone ticket screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
6.3.14. ArticleFreeText
Article free text options shown in the new phone ticket screen of the iPhone interface.
6.3.15. HistoryType
Defines the history type for the new phone ticket screen action, which gets used for ticket history in the iPhone interface.
6.3.16. HistoryComment
Defines the history comment for the new phone ticket screen action, which gets used for ticket history in the iPhone interface.
6.4. iPhone::Frontend::AgentTicketNote
Settings for iPhone note ticket fields and screen configuration.
The SysConfig setting can be found under group "iPhone" and sub group "Frontend::Agent::Ticket::ViewNote".
6.4.1. Permission
Required permissions to use the ticket note screen in the iPhone interface.
6.4.2. RequiredLock
Defines if a ticket lock is required in the ticket note screen of the iPhone interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
6.4.3. TicketType
Sets the ticket type in the ticket note screen of the iPhone interface (Ticket::Type needs to be activated).
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6.4.4. Service
Sets the service in the ticket note screen of the iPhone interface (Ticket::Service needs to be activated).
6.4.5. Owner
Sets the ticket owner in the ticket note screen of the iPhone interface.
6.4.6. Responsible
Sets the responsible agent of the ticket in the ticket note screen of the iPhone interface.
6.4.7. State
If a note is added by an agent, sets the state of a ticket in the ticket note screen of the iPhone interface.
6.4.8. StateType
Defines the next state of a ticket after adding a note, in the ticket note screen of the iPhone interface.
6.4.9. StateDefault
Defines the default next state of a ticket after adding a note, in the ticket note screen of the iPhone interface.
6.4.10. Note
Allows adding notes in the ticket note screen of the iPhone interface.
6.4.11. Subject
Sets the default subject for notes added in the ticket note screen of the iPhone interface.
6.4.12. Body
Sets the default body text for notes added in the ticket note screen of the iPhone interface.
6.4.13. ArticleTypeDefault
Defines the default type of the note in the ticket note screen of the iPhone interface.
6.4.14. ArticleTypes
Specify the different note types, that you want to use in your system.
6.4.15. Priority
Shows the ticket priority options in the ticket note screen of the iPhone interface.
6.4.16. PriorityDefault
Defines the default ticket priority in the ticket note screen of the iPhone interface.
6.4.17. Title
Shows the title fields in the ticket note screen of the iphone interface.
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6.4.18. TimeUnits
Sets the time units in the ticket note screen of the iPhone interface.
6.4.19. TicketFreeText
Ticket free text options shown in the ticket note screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
6.4.20. TicketFreeTime
Ticket free time options shown in the ticket note screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
6.4.21. ArticleFreeText
Article free text options shown in the ticket note screen of the iPhone interface.
6.4.22. HistoryType
Defines the history type for the ticket note screen action, which gets used for ticket history in the iPhone interface.
6.4.23. HistoryComment
Defines the history comment for the ticket note screen action, which gets used for ticket history in the iPhone interface.
6.5. iPhone::Frontend::AgentTicketClose
Settings for iPhone colse ticket fields and screen configuration.
The SysConfig setting can be found under group "iPhone" and sub group "Frontend::Agent::Ticket::ViewClose".
6.5.1. Permission
Required permissions to use the close ticket screen in the iPhone interface.
6.5.2. RequiredLock
Defines if a ticket lock is required in the close ticket screen of the iPhone interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
6.5.3. TicketType
Sets the ticket type in the close ticket screen of the iPhone interface (Ticket::Type needs to be activated).
6.5.4. Service
Sets the service in the close ticket screen of the iPhone interface (Ticket::Service needs to be activated).
6.5.5. Owner
Sets the ticket owner in the close ticket screen of the iPhone interface.
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6.5.6. Responsible
Sets the responsible agent of the ticket in the close ticket screen of the iPhone interface.
6.5.7. State
If a note is added by an agent, sets the state of a ticket in the close ticket screen of the iPhone interface.
6.5.8. StateType
Defines the next state of a ticket after adding a note, in the close ticket screen of the iPhone interface.
6.5.9. StateDefault
Defines the default next state of a ticket after adding a note, in the close ticket screen of the iPhone interface.
6.5.10. Note
Allows adding notes in the close ticket screen of the iPhone interface.
6.5.11. Subject
Sets the default subject for notes added in the close ticket screen of the iPhone interface.
6.5.12. Body
Sets the default body text for notes added in the close ticket screen of the iPhone interface.
6.5.13. ArticleTypeDefault
Defines the default type of the note in the close ticket screen of the iPhone interface.
6.5.14. ArticleTypes
Specifies the different note types that will be used in the system.
6.5.15. Priority
Shows the ticket priority options in the close ticket screen of the iPhone interface.
6.5.16. PriorityDefault
Defines the default ticket priority in the close ticket screen of the iPhone interface.
6.5.17. Title
Shows the title fields in the close ticket screen of the iPhone interface.
6.5.18. TimeUnits
Sets the time units in the close ticket screen of the iPhone interface.
6.5.19. TicketFreeText
Ticket free text options shown in the close ticket screen of the iPhone interface. Possible settings: 0 =
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Disabled, 1 = Enabled, 2 = Enabled and required.
6.5.20. TicketFreeTime
Ticket free time options shown in the close ticket screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
6.5.21. ArticleFreeText
Article free text options shown in the close ticket screen of the iPhone interface.
6.5.22. HistoryType
Defines the history type for the close ticket screen action, which gets used for ticket history in the iPhone interface.
6.5.23. HistoryComment
Defines the history comment for the close ticket screen action, which gets used for ticket history in the iPhone interface.
6.6. iPhone::Frontend::AgentTicketCompose
Settings for iPhone compose ticket fields and screen configuration.
The SysConfig setting can be found under group "iPhone" and sub group "Frontend::Agent::Ticket::ViewCompose".
6.6.1. Permission
Required permissions to use the ticket compose screen in the iPhone interface.
6.6.2. RequiredLock
Defines if a ticket lock is required in the ticket compose screen of the iPhone interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
6.6.3. State
If a note is added by an agent, sets the state of a ticket if it is composed / answered in the ticket compose screen of the iPhone interface.
6.6.4. StateDefault
Defines the default next state of a ticket if it is composed / answered in the ticket compose screen of the iPhone interface.
6.6.5. StateType
Defines the next possible states after composing / answering a ticket in the ticket compose screen of the iPhone interface.
6.6.6. ComposeAddCustomerAddress
Adds customers email addresses to recipients in the ticket compose screen of the iPhone interface.
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6.6.7. ComposeReplaceSenderAddress
Replaces the original sender with current customer's email address on compose answer in the ticket compose screen of the iPhone interface.
6.6.8. ComposeExcludeCcRecipients
Uses Cc recipients in reply Cc list on compose an email answer in the ticket compose screen of the iPhone interface.
6.6.9. TimeUnits
Sets the time units in the ticket compose screen of the iPhone interface.
6.6.10. TicketFreeText
Ticket free text options shown in the ticket compose screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
6.6.11. TicketFreeTime
Ticket free time options shown in the ticket compose screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
6.6.12. ArticleFreeText
Article free text options shown in the ticket compose screen of the iPhone interface.
6.7. iPhone::Frontend::AgentTicketMove
Settings for iPhone move ticket fields and screen configuration.
The SysConfig setting can be found under group "iPhone" and sub group "Frontend::Agent::Ticket::ViewMove".
6.7.1. Permission
Required permissions to use the move ticket screen in the iPhone interface.
6.7.2. RequiredLock
Defines if a ticket lock is required in the move ticket screen of the iPhone interface (if the ticket isn't locked yet, the ticket gets locked and the current agent will be set automatically as its owner).
6.7.3. Owner
Sets the ticket owner in the move ticket screen of the iPhone interface.
6.7.4. State
Allows to set a new ticket state in the move ticket screen of the iPhone interface.
6.7.5. StateType
Defines the next state of a ticket after being moved to another queue, in the move ticket screen of the
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iPhone interface.
6.7.6. StateDefault
Defines the default next state of a ticket after adding a note, in the move ticket screen of the iPhone interface.
6.7.7. Priority
Shows the ticket priority options in the move ticket screen of the iPhone interface.
6.7.8. PriorityDefault
Defines the default ticket priority in the move ticket screen of the iPhone interface.
6.7.9. TimeUnits
Sets the time units in the move ticket screen of the iPhone interface.
6.7.10. TicketFreeText
Ticket free text options shown in the move ticket screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
6.7.11. TicketFreeTime
Ticket free time options shown in the move ticket screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.
6.7.12. ArticleFreeText
Article free text options shown in the ticket move screen of the iPhone interface.
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7. Contacts
People who are involved in this implementation.
7.1. OTRS AG
Technical: Jens Bechtel <[email protected]>, Phone +49 (0)6172 681988 0
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8. Manifest
The manifest lists all included files and the referring permissions.
8.1. File list
o (755) bin/cgi-bin/json.pl
o (644) Kernel/Config/Files/iPhone.xml
o (644) Kernel/System/iPhone.pm
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9. ChangeLog
1.0.1 / 2010-09-02 07:26:19
o Init release for OTRS 3.0 (without already existing framework files).