((

OTRSMasterSlave

OTRSMasterSlave

Includes "Ticket Master/Slave" feature. Version 1.3.1

(c) 2012 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: 2012-11-23

((

OTRSMasterSlave

1. Preface..............................................................................................................................................................................1

2. Functionalities................................................................................................................................................................... 2

2.1. MasterSlave function................................................................................................................................................ 2

3. Prerequisites..................................................................................................................................................................... 3

3.1. Framework................................................................................................................................................................3

3.2. Packages.................................................................................................................................................................. 3

3.3. Operating System..................................................................................................................................................... 3

3.4. Third Party Software................................................................................................................................................. 3

4. Installation.........................................................................................................................................................................4

4.1. Admin Interface.........................................................................................................................................................4

4.2. Command line...........................................................................................................................................................4

5. Configuration.....................................................................................................................................................................5

5.1. MasterTicketFreeTextField....................................................................................................................................... 5

5.2. MasterSlave::AdvancedEnabled...............................................................................................................................5

5.3. MasterSlave::UnsetMasterSlave.............................................................................................................................. 5

5.4. MasterSlave::UpdateMasterSlave............................................................................................................................ 5

5.5. MasterSlave::FollowUpdatedMaster.........................................................................................................................5

6. Contact..............................................................................................................................................................................6

6.1. OTRS AG..................................................................................................................................................................6

7. Manifest............................................................................................................................................................................ 7

7.1. Filelist........................................................................................................................................................................7

8. Changelog.........................................................................................................................................................................8

((

OTRSMasterSlave

(( 1/8 ))

1. Preface

This package includes the feature "OTRSMasterSlave".

Please contact your commercial support (support@otrs.com) if you have any queries regarding this document or need further information.

((

OTRSMasterSlave

(( 2/8 ))

2. Functionalities

2.1. MasterSlave function

This module extends the master-slave module with additional functionality. In order to use it the "MasterSlave::AdvancedEnabled" SysConfig option must be activated. Without this setting enabled, the module will behave as the limited MasterSlave module.

Next functionalities are available due to the advanced feature: - Master status / remove multiple tickets - Slave status / remove multiple tickets - Tickets set on the Master status - Tickets set in the Slave status - Ticket Master/ change multiple Slave tickets

Additional setings are available for the advanced module, they can founded on the "Configuration" for this module.

((

OTRSMasterSlave

(( 3/8 ))

3. Prerequisites

3.1. Framework

Required OTRS Framework:

o 3.2.x

3.2. Packages

The following packages are required:

o None

3.3. Operating System

The following operating systems may be considered:

o None

3.4. Third Party Software

Additional third party software is required:

o None

((

OTRSMasterSlave

(( 4/8 ))

4. Installation

The following instructions show how to install the package. There are basically two options. Either through the Admin Interface or via the Command line.

4.1. Admin Interface

Use the following URL, through the Admin Interface the package can be installed, updated or removed (if necessary). Please first check whether the user is in the Admin group in order to get into the Admin Interface.

http://localhost/otrs/index.pl?Action=AdminPackageManager

4.2. Command line

If it's not possible to use the Admin Interface, the following Command line tool ("bin/otrs.PackageManager.pl") is to be used.

shell> $OTRS_HOME/bin/otrs.PackageManager.pl -a install -p /path/to/OTRSMasterSlave-1.3.1.opm

((

OTRSMasterSlave

(( 5/8 ))

5. Configuration

5.1. MasterTicketFreeTextField

Define free text field for master ticket feature. .

5.2. MasterSlave::AdvancedEnabled

Enable the advanced MasterSlave part of the feature.

5.3. MasterSlave::UnsetMasterSlave

Enable the feature to unset the MasterSlave state of a ticket in the advanced MasterSlave mode.

5.4. MasterSlave::UpdateMasterSlave

Enable the feature to change the MasterSlave state of a ticket in the advanced MasterSlave mode.

5.5. MasterSlave::FollowUpdatedMaster

Enable the feature that slave tickets follow the master ticket to a new master in the advanced MasterSlave mode.

((

OTRSMasterSlave

(( 6/8 ))

6. Contact

Persons who were involved on the implementation of the package.

6.1. OTRS AG

Accounting: Rene Bakker <sales@otrs.com>, Phone +49 (0)6172 681988 0

Technical: Manuel Hecht <dev-support@otrs.com>, Phone +49 (0)6172 681988 0

((

OTRSMasterSlave

(( 7/8 ))

7. Manifest

This manifest lists all files in the package with names and file system rights.

7.1. Filelist

o (644) Kernel/Config/Files/OTRSMasterSlave.xml

o (644) Kernel/Language/de_OTRSMasterSlave.pm

o (644) Kernel/Language/es_OTRSMasterSlave.pm

o (644) Kernel/Language/es_MX_OTRSMasterSlave.pm

o (644) Kernel/Modules/AgentMasterSlavePrepareTicket.pm

o (644) Kernel/Modules/AgentTicketBulk.pm

o (644) Kernel/Modules/AgentTicketMasterSlave.pm

o (644) Kernel/Output/HTML/Standard/AgentTicketBulk.dtl

o (644) Kernel/Output/HTML/Standard/AgentTicketMasterSlave.dtl

o (644) Kernel/System/Ticket/Event/MasterSlave.pm

o (644) Kernel/System/MasterSlave.pm

o (644) var/packagesetup/OTRSMasterSlave.pm

((

OTRSMasterSlave

(( 8/8 ))

8. Changelog

1.3.1 / 2012-11-23 04:18:48

o First version for OTRS 3.2.