doc en iphone handle

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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


6.5.22. 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


6.7. 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


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.


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.


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.


Ticket free text options shown in the ticket note screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.


Ticket free time options shown in the ticket note screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.


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.


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.


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.


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.


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.


Ticket free time options shown in the close ticket screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.


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.


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.


Ticket free text options shown in the ticket compose screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.


Ticket free time options shown in the ticket compose screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.


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.


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.


Ticket free text options shown in the move ticket screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.


Ticket free time options shown in the move ticket screen of the iPhone interface. Possible settings: 0 = Disabled, 1 = Enabled, 2 = Enabled and required.


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).

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