From mliebherr99 at googlemail.com Fri Feb 1 07:34:28 2019 From: mliebherr99 at googlemail.com (Ml Ml) Date: Fri, 1 Feb 2019 08:34:28 +0100 Subject: [otrs] Can you set a static pending time? Message-ID: Hello List, is it possible to set a static pending time? I would like to have 09:00 p.m. by default. (i dont want to set an PendingTimeDiff). If its not possible, could someone point me to the piece of code where i can set it manually? I wasn?t able to find it. (AgentTicketPending.tt inlcudes AgentTicketActionCommon.tt but i am stuck from here) Thanks, Mario From otrs.list at perl-services.de Fri Feb 1 07:38:34 2019 From: otrs.list at perl-services.de (Renee B) Date: Fri, 1 Feb 2019 08:38:34 +0100 Subject: [otrs] Can you set a static pending time? In-Reply-To: References: Message-ID: <0c56592d-f695-8ed5-7340-9a50ce7736ca@perl-services.de> Hi Mario, This should work: https://opar.perl-services.de/dist/SetPendingTimeHourMinute Regards, Ren?e Am 01.02.19 um 08:34 schrieb Ml Ml: > Hello List, > is it possible to set a static pending time? I would like to have > 09:00 p.m. by default. > (i dont want to set an PendingTimeDiff). > > If its not possible, could someone point me to the piece of code where > i can set it manually? > I wasn?t able to find it. > > (AgentTicketPending.tt inlcudes AgentTicketActionCommon.tt but i am > stuck from here) > > Thanks, > Mario > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs -- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de From mliebherr99 at googlemail.com Fri Feb 1 14:20:07 2019 From: mliebherr99 at googlemail.com (Ml Ml) Date: Fri, 1 Feb 2019 15:20:07 +0100 Subject: [otrs] Can you set a static pending time? In-Reply-To: <0c56592d-f695-8ed5-7340-9a50ce7736ca@perl-services.de> References: <0c56592d-f695-8ed5-7340-9a50ce7736ca@perl-services.de> Message-ID: Cool! Thanks On Fri, Feb 1, 2019 at 8:38 AM Renee B wrote: > > Hi Mario, > > This should work: > https://opar.perl-services.de/dist/SetPendingTimeHourMinute > > Regards, > Ren?e > > Am 01.02.19 um 08:34 schrieb Ml Ml: > > Hello List, > > is it possible to set a static pending time? I would like to have > > 09:00 p.m. by default. > > (i dont want to set an PendingTimeDiff). > > > > If its not possible, could someone point me to the piece of code where > > i can set it manually? > > I wasn?t able to find it. > > > > (AgentTicketPending.tt inlcudes AgentTicketActionCommon.tt but i am > > stuck from here) > > > > Thanks, > > Mario > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > -- > Perl / OTRS development: http://perl-services.de > OTRS AddOn repository: http://opar.perl-services.de > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs From mliebherr99 at googlemail.com Fri Feb 1 14:37:55 2019 From: mliebherr99 at googlemail.com (Ml Ml) Date: Fri, 1 Feb 2019 15:37:55 +0100 Subject: [otrs] Slow Tickets with more than 200 Articles, why? Message-ID: Hello, i have about 63.000 Articles and 94.000 Tickets (huh? thats possible?) After Upgrading from OTRS 4 to 6 Tickets with more than 200 Articles are very slow. About 30Secs to load. If i set the view to display only the last/one Article it just needs 6 seconds. I read: https://doc.otrs.com/doc/manual/admin/5.0/en/html/performance-tuning.html - i am already using ArticleStorageFS - i am using tmpfs now for /opt/otrs/var/tmp - i archived 22.000 Tickets But the Tickets with many articles are still slow. I have LocalAvatar-6.0.5.opm installed, which prevents slow connections to the outside. I doubbled the RAM (now 24GB) and CPUs (now 12) after Upgrade and it runs on SSDs. The DB is about 5GB (innodb) I cant seem to find a bottleneck on the hardware. I kind of have the feeling its some sort of timeout or call to the outside. What do you think? The search speed is fine. Could a change the ArgentTicketZoom to just Show the last 10 Articles by Default? Thanks, Mario From martin.salac at t-mobile.cz Fri Feb 1 15:08:32 2019 From: martin.salac at t-mobile.cz (=?utf-8?B?U2FsYcSNLCBNYXJ0aW4=?=) Date: Fri, 1 Feb 2019 15:08:32 +0000 Subject: [otrs] Kernel::System::PostMaster::FollowUpCheck::Subject does not act sometimes Message-ID: Good afternoon, We have recently upgraded OTRS Community Edition from version 5.0.15 ro 6.0.16. Everything looks ok, tickets, queues, users, customers are in database, but we face probl?m with FollowUpCheck::Subject and Fulltext Search (sometimes does not return relevant answer). OTRS is not able FollowUp tickets (especially old ? created under OTRS5) in some cases. We put into the Subject existing ticket numeber, fe.: Subject: Ticket#2018102470003297 ? Some text And instead of FollowUpCheck::Subject new ticket is created: [Ticket#2019020110002788] RE: Ticket#2018102470003297 [...] There is no clue, no patern which could identify what ticked subject will be processed by Kernel::System::PostMaster::FollowUpCheck::Subject. Here is example message log for email where FollowUpCheck::Subject took effect: ?# Priority Module Information Created ? ? 3 ? Kernel::System::PostMaster Subject: RE: [Ticket#2019012810003176] Another scope 01/28/2019 16:20:08 4 ? Kernel::System::PostMaster Message-ID: > 01/28/2019 16:20:08 5 ? Kernel::System::PostMaster Message-Id: > 01/28/2019 16:20:08 6 ? Kernel::System::PostMaster References: >,<1548685161.68886.1030441265 at otrsm.t-mobile.cz> 01/28/2019 16:20:08 7 ? Kernel::System::PostMaster In-Reply-To: <1548685161.68886.1030441265 at otrsm.t-mobile.cz> 01/28/2019 16:20:08 8 ? Kernel::System::PostMaster Return-Path: test.user at outlook.com 01/28/2019 16:20:08 9 ? Kernel::System::PostMaster::FollowUpCheck::BounceEmail Searching for header X-OTRS-Bounce. 01/28/2019 16:20:08 10 ? Kernel::System::PostMaster::FollowUpCheck::Subject Searching for TicketNumber in email subject. 01/28/2019 16:20:08 11 ? Kernel::System::PostMaster::FollowUpCheck::Subject Found valid TicketNumber '2019012810003176' (TicketID '153158') in email subject. 01/28/2019 16:20:08 12 ? Kernel::System::PostMaster Found follow up ticket with TicketNumber '2019012810003176' and TicketID '153158'. 01/28/2019 16:20:08 13 ? Kernel::System::PostMaster::Filter::DetectBounceEmail Checking if is a Bounce e-mail. 01/28/2019 16:20:08 ? ? etc. And here example where not (and new ticket is crated): ?# Priority Module Information Created 1 ? Kernel::System::Email Building message for delivery. 02/01/2019 14:56:54 2 ? Kernel::System::Email Queuing message for delivery. 02/01/2019 14:56:54 3 ? Kernel::System::MailQueue Serializing and saving message (ArticleID: 225434, Sender: , Recipient: testuser11 at t-mobile.cz, MessageID: <1549029413.175797.530028447 at otrsm.t-mobile.cz>) 02/01/2019 14:56:54 4 ? Kernel::System::MailQueue Successfully stored message for sending. 02/01/2019 14:56:54 5 ? Kernel::System::Email Successfully queued message for delivery (MessageID: <1549029413.175797.530028447 at otrsm.t-mobile.cz>, To: 'testuser11 at t-mobile.cz', From: '', Subject: '[Ticket#2019020110002788] RE: Ticket#2018102470003297 [...]'). 02/01/2019 14:56:54 6 ? Kernel::System::MailQueue Sending queued message with id '27572'. 02/01/2019 14:57:11 7 ? Kernel::System::Email Trying to send the email using backend 'Kernel::System::Email::Sendmail'. 02/01/2019 14:57:11 8 ? Kernel::System::Email::Sendmail Received message for sending, validating message contents. 02/01/2019 14:57:11 9 ? Kernel::System::Email::Sendmail Checking availability of sendmail command. 02/01/2019 14:57:11 10 ? Kernel::System::MailQueue Message successfuly sent! 02/01/2019 14:57:11 Please do You have idea where to fix this kind of behavior? (I mean how to configure OTRS to do FollowUpCheck::Subject ALWAYS for all incomming messages) Looking forward to Your opinions. Best regards Martin Tento email a jeho p??padn? p??lohy jsou ur?eny v?hradn? konkr?tn?mu adres?tovi a mohou obsahovat d?v?rn? informace. Nejste-li zam??len?m adres?tem tohoto emailu nebo jeho p??loh ?i jejich obsahu, obratem n?s pros?m kontaktujte a email a p??padn? p??lohy trvale odstra?te. Sou?asn? vezm?te na v?dom?, ?e ???en?, sd?lov?n? obsahu ?i kop?rov?n? obsahu emailu ?i p??loh je p??sn? zak?z?no. This Email and its attachments are intended only for use by the intended addressee named inside and may contain confidential information. If you are not the intended recipient of this email or attachments please contact us immediately, and permanently delete the email and attachments and note that dissemination, disclosure or copying of this email and attachments is strictly prohibited. Z?sady komunikace, kter? spole?nost T-Mobile Czech Republic a.s. u??v? p?i sjedn?v?n? smluv, jsou uvedeny zde . Nen?-li v z?sad?ch uvedeno jinak, nep?edstavuje tato zpr?va kone?n? n?vrh na uzav?en? ?i zm?nu smlouvy ani p?ijet? takov?ho n?vrhu. The communication principles which T-Mobile Czech Republic a.s. applies when negotiating contracts are defined here . Unless otherwise stated in the principles, this message does not constitute the final offer to contract or an amendment of a contract or acceptance of such offer. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mliebherr99 at googlemail.com Mon Feb 4 11:34:41 2019 From: mliebherr99 at googlemail.com (Ml Ml) Date: Mon, 4 Feb 2019 12:34:41 +0100 Subject: [otrs] AgentTicketCustomer => Customer ID is mandatory Message-ID: Hello, after updating to OTRS6 the Customer Number in AgentTicketCustomer seems to be mandatory. I checked the code, and if remove readonly="readonly" then it works like i want. How can i fix this with sysconfig?
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[% END %] Thanks, Mario From Matthias.Terlinde at t-systems.com Tue Feb 5 05:50:41 2019 From: Matthias.Terlinde at t-systems.com (Matthias.Terlinde at t-systems.com) Date: Tue, 5 Feb 2019 05:50:41 +0000 Subject: [otrs] Slow Tickets with more than 200 Articles, why? Message-ID: Hey Mario, you can change the standard setting at these keys in the sysconfig: PreferencesGroups###TicketOverviewSmallPageShown PreferencesGroups###TicketOverviewPreviewPageShown PreferencesGroups###TicketOverviewMediumPageShown PreferencesGroups###NotificationViewSmallPageShown PreferencesGroups###DynamicFieldsOverviewPageShown PreferencesGroups###CommunicationLogPageShown Do you have the performance problems with the search or with the queue? If I set this value to 250 tickets per site, I'll get 15 seconds for the "all queue view" and 30 seconds for the search. I bet the operations on the index grow exponential. A possible explanation for your ticket <-> article discrepancy: you could check if merged tickets have an article, if I remember that correctly, the just get the link. Kind regards, Matthias T-SYSTEMS INTERNATIONAL GMBH Telekom Security Matthias Terlinde Cyber Defense Operations Bonner Talweg 100, 53113 Bonn, Germany +49 228 181-73771 (fixed) +49 160 3003113 (mobile) E-mail: matthias.terlinde at t-systems.com Internet: www.t-systems.com You can find the compulsory statement on: www.t-systems.com/compulsory-statement BIG CHANGES START SMALL - CONSERVE RESOURCES BY NOT PRINTING EVERY E-MAIL. Hello, i have about 63.000 Articles and 94.000 Tickets (huh? thats possible?) After Upgrading from OTRS 4 to 6 Tickets with more than 200 Articles are very slow. About 30Secs to load. If i set the view to display only the last/one Article it just needs 6 seconds. I read: https://doc.otrs.com/doc/manual/admin/5.0/en/html/performance-tuning.html - i am already using ArticleStorageFS - i am using tmpfs now for /opt/otrs/var/tmp - i archived 22.000 Tickets But the Tickets with many articles are still slow. I have LocalAvatar-6.0.5.opm installed, which prevents slow connections to the outside. I doubbled the RAM (now 24GB) and CPUs (now 12) after Upgrade and it runs on SSDs. The DB is about 5GB (innodb) I cant seem to find a bottleneck on the hardware. I kind of have the feeling its some sort of timeout or call to the outside. What do you think? The search speed is fine. Could a change the ArgentTicketZoom to just Show the last 10 Articles by Default? Thanks, Mario -------------- next part -------------- An HTML attachment was scrubbed... URL: From otrs.list at perl-services.de Tue Feb 5 06:11:40 2019 From: otrs.list at perl-services.de (Renee B) Date: Tue, 5 Feb 2019 07:11:40 +0100 Subject: [otrs] AgentTicketCustomer => Customer ID is mandatory In-Reply-To: References: Message-ID: <6841350b-4338-736c-3b1c-e75910f8e4b6@perl-services.de> Add $Self->{CustomerUser}->{CustomerCompanySupport} = 0; to Kernel/Config.pm Am 04.02.19 um 12:34 schrieb Ml Ml: > Hello, > > after updating to OTRS6 the Customer Number in AgentTicketCustomer > seems to be mandatory. > > I checked the code, and if remove readonly="readonly" then it works > like i want. How can i fix this with sysconfig? > > >
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> [% END %] > > Thanks, > Mario > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs -- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de From mliebherr99 at googlemail.com Wed Feb 6 14:08:52 2019 From: mliebherr99 at googlemail.com (Ml Ml) Date: Wed, 6 Feb 2019 15:08:52 +0100 Subject: [otrs] Slow Tickets with more than 200 Articles, why? In-Reply-To: References: Message-ID: Hello Matthias, i am talking about "AgentTicketZoom". The search and queue performs quite well. Thanks, Mario On Tue, Feb 5, 2019 at 6:50 AM wrote: > > Hey Mario, > > you can change the standard setting at these keys in the sysconfig: > PreferencesGroups###TicketOverviewSmallPageShown > PreferencesGroups###TicketOverviewPreviewPageShown > PreferencesGroups###TicketOverviewMediumPageShown > PreferencesGroups###NotificationViewSmallPageShown > PreferencesGroups###DynamicFieldsOverviewPageShown > PreferencesGroups###CommunicationLogPageShown > > Do you have the performance problems with the search or with the queue? If I set this value to 250 tickets per site, I?ll get 15 seconds for the ?all queue view? and 30 seconds for the search. I bet the operations on the index grow exponential. > > A possible explanation for your ticket <-> article discrepancy: you could check if merged tickets have an article, if I remember that correctly, the just get the link. > > Kind regards, > Matthias > > T-SYSTEMS INTERNATIONAL GMBH > Telekom Security > Matthias Terlinde > Cyber Defense Operations > Bonner Talweg 100, 53113 Bonn, Germany > +49 228 181-73771 (fixed) > +49 160 3003113 (mobile) > E-mail: matthias.terlinde at t-systems.com > Internet: www.t-systems.com > > You can find the compulsory statement on: www.t-systems.com/compulsory-statement > > BIG CHANGES START SMALL ? CONSERVE RESOURCES BY NOT PRINTING EVERY E-MAIL. > > > Hello, > > i have about 63.000 Articles and 94.000 Tickets (huh? thats possible?) > > After Upgrading from OTRS 4 to 6 Tickets with more than 200 Articles > are very slow. About 30Secs to load. > If i set the view to display only the last/one Article it just needs 6 seconds. > > I read: > https://doc.otrs.com/doc/manual/admin/5.0/en/html/performance-tuning.html > > - i am already using ArticleStorageFS > - i am using tmpfs now for /opt/otrs/var/tmp > - i archived 22.000 Tickets > > But the Tickets with many articles are still slow. > I have LocalAvatar-6.0.5.opm installed, which prevents slow > connections to the outside. > > I doubbled the RAM (now 24GB) and CPUs (now 12) after Upgrade and it > runs on SSDs. > The DB is about 5GB (innodb) > > I cant seem to find a bottleneck on the hardware. I kind of have the > feeling its some sort of timeout or call to the outside. > > What do you think? The search speed is fine. > > Could a change the ArgentTicketZoom to just Show the last 10 Articles > by Default? > > Thanks, > Mario > > From sr at otrs.ch Wed Feb 6 17:14:11 2019 From: sr at otrs.ch (Stefan Rother) Date: Wed, 6 Feb 2019 18:14:11 +0100 Subject: [otrs] Slow Tickets with more than 200 Articles, why? In-Reply-To: References: Message-ID: Hi Mario, > i am talking about "AgentTicketZoom". > > The search and queue performs quite well. I have seen this Problem a lot of times after Upgrading Customer Systems to OTRS 6. The problem are wrong indexes/contend inside the database, but only for old tickets. You can?t do anything with changing OTRS or MySQL configuration options I think. We are only able to fix the problem, when we analyze and rebuild the database structure and that?s complex. But the important info is, the problem exists only with old tickets (created bevor the upgrade). All new tickets performing well and if all old tickets are closed, the performance is quite good anywhere. I hope that?s help a bit. -- Stefan Rother Gesch?ftsf?hrer Oberwalting 31 | 94339 Leiblfing | Germany sales at otrs.ch T DE +49 (0)9427 68 39 000 T CH +41 (0)71 552 08 80 Fax +49 (0)9427 68 39 009 https://otrs.ch | https://www.facebook.com/RotherOTRS -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 24791 bytes Desc: not available URL: From mliebherr99 at googlemail.com Thu Feb 7 08:03:08 2019 From: mliebherr99 at googlemail.com (Ml Ml) Date: Thu, 7 Feb 2019 09:03:08 +0100 Subject: [otrs] Slow Tickets with more than 200 Articles, why? In-Reply-To: References: Message-ID: Hello Rother, thanks for the input. On the other hand its insane to load a Article with all 350 Articles. Most of the time the last few are the important ones :) Would you guys think it would be a good idea to add a plugin which limits the default Articles to the last 10 (or 20) Articles? Cheers, Mario On Wed, Feb 6, 2019 at 6:14 PM Stefan Rother wrote: > Hi Mario, > > i am talking about "AgentTicketZoom". > > The search and queue performs quite well. > > > I have seen this Problem a lot of times after Upgrading Customer Systems > to OTRS 6. The problem are wrong indexes/contend inside the database, but > only for old tickets. You can?t do anything with changing OTRS or MySQL > configuration options I think. > > We are only able to fix the problem, when we analyze and rebuild the > database structure and that?s complex. > > But the important info is, the problem exists only with old tickets > (created bevor the upgrade). All new tickets performing well and if all old > tickets are closed, the performance is quite good anywhere. > > I hope that?s help a bit. > > -- > > Stefan Rother > Gesch?ftsf?hrer > > > > > > Oberwalting 31 | 94339 Leiblfing | Germany > > sales at otrs.ch > > T DE +49 (0)9427 68 39 000 > T CH +41 (0)71 552 08 80 > Fax +49 (0)9427 68 39 009 > > https://otrs.ch | https://www.facebook.com/RotherOTRS > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.png Type: image/png Size: 24791 bytes Desc: not available URL: From Matthias.Terlinde at t-systems.com Thu Feb 7 14:27:15 2019 From: Matthias.Terlinde at t-systems.com (Matthias.Terlinde at t-systems.com) Date: Thu, 7 Feb 2019 14:27:15 +0000 Subject: [otrs] Slow Tickets with more than 200 Articles, why? In-Reply-To: References: Message-ID: Hey Mario, oh well, I missed that. Sorry. Have you looked at the article size on the FS itself? Can you estimate how big the 200 articles for the tickets are? Is your FS on a distributed NAS/SAN, or is it on the server HDD? Kind regards, Matthias T-SYSTEMS INTERNATIONAL GMBH Matthias Terlinde Bonner Talweg 100, 53113 Bonn, Germany +49 228 181-73771 (fixed) +49 160 3003113 (mobile) E-mail: matthias.terlinde at t-systems.com Internet: www.t-systems.com You can find the compulsory statement on: www.t-systems.com/compulsory-statement BIG CHANGES START SMALL ? CONSERVE RESOURCES BY NOT PRINTING EVERY E-MAIL. > -----Urspr?ngliche Nachricht----- > Von: Ml Ml > Gesendet: Mittwoch, 6. Februar 2019 15:09 > An: Terlinde, Matthias > Cc: User questions and discussions about OTRS. > Betreff: Re: [otrs] Slow Tickets with more than 200 Articles, why? > > Hello Matthias, > > i am talking about "AgentTicketZoom". > > The search and queue performs quite well. > > Thanks, > Mario > > On Tue, Feb 5, 2019 at 6:50 AM wrote: > > > > Hey Mario, > > > > you can change the standard setting at these keys in the sysconfig: > > PreferencesGroups###TicketOverviewSmallPageShown > > PreferencesGroups###TicketOverviewPreviewPageShown > > PreferencesGroups###TicketOverviewMediumPageShown > > PreferencesGroups###NotificationViewSmallPageShown > > PreferencesGroups###DynamicFieldsOverviewPageShown > > PreferencesGroups###CommunicationLogPageShown > > > > Do you have the performance problems with the search or with the > queue? If I set this value to 250 tickets per site, I?ll get 15 seconds for the ?all > queue view? and 30 seconds for the search. I bet the operations on the index > grow exponential. > > > > A possible explanation for your ticket <-> article discrepancy: you could > check if merged tickets have an article, if I remember that correctly, the just > get the link. > > > > Kind regards, > > Matthias > > > > T-SYSTEMS INTERNATIONAL GMBH > > Telekom Security > > Matthias Terlinde > > Cyber Defense Operations > > Bonner Talweg 100, 53113 Bonn, Germany > > +49 228 181-73771 (fixed) > > +49 160 3003113 (mobile) > > E-mail: matthias.terlinde at t-systems.com > > Internet: www.t-systems.com > > > > You can find the compulsory statement on: > > www.t-systems.com/compulsory-statement > > > > BIG CHANGES START SMALL ? CONSERVE RESOURCES BY NOT PRINTING > EVERY E-MAIL. > > > > > > Hello, > > > > i have about 63.000 Articles and 94.000 Tickets (huh? thats possible?) > > > > After Upgrading from OTRS 4 to 6 Tickets with more than 200 Articles > > are very slow. About 30Secs to load. > > If i set the view to display only the last/one Article it just needs 6 seconds. > > > > I read: > > > > https://doc.otrs.com/doc/manual/admin/5.0/en/html/performance- > tuning.h > > tml > > > > - i am already using ArticleStorageFS > > - i am using tmpfs now for /opt/otrs/var/tmp > > - i archived 22.000 Tickets > > > > But the Tickets with many articles are still slow. > > I have LocalAvatar-6.0.5.opm installed, which prevents slow > > connections to the outside. > > > > I doubbled the RAM (now 24GB) and CPUs (now 12) after Upgrade and it > > runs on SSDs. > > The DB is about 5GB (innodb) > > > > I cant seem to find a bottleneck on the hardware. I kind of have the > > feeling its some sort of timeout or call to the outside. > > > > What do you think? The search speed is fine. > > > > Could a change the ArgentTicketZoom to just Show the last 10 Articles > > by Default? > > > > Thanks, > > Mario > > > > From egareg.jaouen at elitt.com Thu Feb 7 15:02:52 2019 From: egareg.jaouen at elitt.com (JAOUEN Egareg) Date: Thu, 7 Feb 2019 15:02:52 +0000 Subject: [otrs] Export a ticket list with the first article in excel format Message-ID: Hi list, My agents bring me a request and I am not able to resolve it by now. They would like to export in an Excel or CSV format a ticket list where the first article of each ticket will be present. I tried to use the stats or search features but that doesn't work, except for the larger view of search result where we can read the articles linked by ticket. Is there a sysconfig parameter to allow articles (and more precisely the first one and the last one, if possible) to be exported as a column in excel or CSV formats ? If not possible only by configuration, is there an add-on available for OTRS v6 ? Thanks, Egareg JAOUEN Ing?nieur Recherche&D?veloppement Tel : +33 2 31 35 34 81?? egareg.jaouen at elitt.com From alexis.hauser at imt-atlantique.fr Wed Feb 13 10:41:01 2019 From: alexis.hauser at imt-atlantique.fr (Alexis HAUSER) Date: Wed, 13 Feb 2019 11:41:01 +0100 (CET) Subject: [otrs] Change text size in Agent Interface In-Reply-To: <1548969299.368119.43703355@otrs.edlhuber.net> References: <880808610.340568.1548949198918.JavaMail.zimbra@imt-atlantique.fr> <1548969299.368119.43703355@otrs.edlhuber.net> Message-ID: <579513360.5428985.1550054461562.JavaMail.zimbra@imt-atlantique.fr> Hi, Thanks for your reply. However, this isn't what I'm asking : I don't want to change the side of the displayed font on my computer or in the richtext editor. What I want is to change the size of the displayed fonts in the messages (agent ticket zoom), which doesn't seem to be possible to change with CSS as it's inside some iframes. Regards De: "Florian Edlhuber" ?: "otrs" Envoy?: Jeudi 31 Janvier 2019 22:14:59 Objet: Re: [otrs] Change text size in Agent Interface Hi, 31.01.2019 16:41 - Alexis HAUSER schrieb: > I am trying to change the size of the displayed messages when you > read a ticket. Any idea how to do so? I use the zoom function of my computer. but there is a option Frontend::RichText::DefaultCSS in system configuration to change the Editor. -- Florian --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs -------------- next part -------------- An HTML attachment was scrubbed... URL: From mliebherr99 at googlemail.com Thu Feb 14 14:20:12 2019 From: mliebherr99 at googlemail.com (Ml Ml) Date: Thu, 14 Feb 2019 15:20:12 +0100 Subject: [otrs] OTRS 6 - MoveTicketLinkedObjects with Appointments Message-ID: Hello List, i have "MoveTicketLinkedObjects" installed from: https://opar.perl-services.de/dist/MoveTicketLinkedObjects-6.0.1 Which works fine. However, if i add an appointment to the ticket, the LinkeTicket Table moves to the end of the Ticket and just the Appointment stays on top. Can i configure this or is this a bug? Thanks, Mario From otrs.list at perl-services.de Thu Feb 14 17:17:18 2019 From: otrs.list at perl-services.de (Renee B) Date: Thu, 14 Feb 2019 18:17:18 +0100 Subject: [otrs] OTRS 6 - MoveTicketLinkedObjects with Appointments In-Reply-To: References: Message-ID: This seems to be a bug. Can you send me a screenshot? Am 14.02.19 um 15:20 schrieb Ml Ml: > Hello List, > i have "MoveTicketLinkedObjects" installed from: > https://opar.perl-services.de/dist/MoveTicketLinkedObjects-6.0.1 > > Which works fine. However, if i add an appointment to the ticket, the > LinkeTicket Table moves to the end of the Ticket and just the > Appointment stays on top. > > Can i configure this or is this a bug? > > Thanks, > Mario > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs -- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de From martin.salac at t-mobile.cz Fri Feb 15 07:31:38 2019 From: martin.salac at t-mobile.cz (=?iso-8859-2?Q?Sala=E8=2C_Martin?=) Date: Fri, 15 Feb 2019 07:31:38 +0000 Subject: [otrs] Postmaster Filter over subject not working Message-ID: Good morning, I notices interesting behavior of postmaster filter in my OTRS6. All filters that search in Subject do not take effect. I defined filtering rule: Name: SubjectSPAM Stop after match: No Filter Condition: Search header field: Subject for value: ---SPAM--- Set Email Headers: Set email header: X-OTRS-Queue with value: IT_SEC::SPAM But does not take effect and ticket is created in default queue. Does not matter what value I put into value field. I have plenty of other filters Search header field over To, Cc, From and these works normaly. Please has anybody ever met this behavior? Best regards Martin Tento email a jeho p??padn? p??lohy jsou ur?eny v?hradn? konkr?tn?mu adres?tovi a mohou obsahovat d?v?rn? informace. Nejste-li zam??len?m adres?tem tohoto emailu nebo jeho p??loh ?i jejich obsahu, obratem n?s pros?m kontaktujte a email a p??padn? p??lohy trvale odstra?te. Sou?asn? vezm?te na v?dom?, ?e ???en?, sd?lov?n? obsahu ?i kop?rov?n? obsahu emailu ?i p??loh je p??sn? zak?z?no. This Email and its attachments are intended only for use by the intended addressee named inside and may contain confidential information. If you are not the intended recipient of this email or attachments please contact us immediately, and permanently delete the email and attachments and note that dissemination, disclosure or copying of this email and attachments is strictly prohibited. Z?sady komunikace, kter? spole?nost T-Mobile Czech Republic a.s. u??v? p?i sjedn?v?n? smluv, jsou uvedeny zde . Nen?-li v z?sad?ch uvedeno jinak, nep?edstavuje tato zpr?va kone?n? n?vrh na uzav?en? ?i zm?nu smlouvy ani p?ijet? takov?ho n?vrhu. The communication principles which T-Mobile Czech Republic a.s. applies when negotiating contracts are defined here . Unless otherwise stated in the principles, this message does not constitute the final offer to contract or an amendment of a contract or acceptance of such offer. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmitchell at p3isys.com Sat Feb 16 19:39:26 2019 From: rmitchell at p3isys.com (Rob Mitchell) Date: Sat, 16 Feb 2019 13:39:26 -0600 Subject: [otrs] Question on successful upgrade Message-ID: Greetings: I have a task to upgrade an old OTRS server which is on an obsolete OS (Ubuntu server 10.04, believe it or not) and an obsolete OTRS version (3.0.11). I'm doing all the modifications on a dev server I built just for this purpose, so if it blows up, no worries. Prod server specs - Ubuntu 10.04 LTS server, MySQL (Amazon EC2 instance) Dev server specs - Ubuntu 12.04 LTS server, MySQL 5.5.54 The object of the exercise is to get OTRS re-deployed on a new server with a supported OS, supported database version. I am using an older version of server for the dev OS just to get the upgrades through 3.x versions done, will move to a current LTS version server OS (18.04 LTS) and current database server version, and current OTRS version. Running the DBUpdate-to-3.1.mysql.sql script I saw some errors at the end of the script where the Foreign Key Constraints were added. ERROR 1005 (HY000): Can't create table 'table `otrs301`.`#sql-4e5_8d`' (errno: 150) . I was able to clear up the error by manually running the individual ALTER TABLE statements after running SET FOREIGN_KEY_CHECKS=0; prior to running the sql script (reset this to 1 afterward). The statements yielding errors were the following: [code] ALTER TABLE gi_webservice_config ADD CONSTRAINT FK_gi_webservice_config_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE gi_webservice_config ADD CONSTRAINT FK_gi_webservice_config_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE gi_webservice_config ADD CONSTRAINT FK_gi_webservice_config_valid_id_id FOREIGN KEY (valid_id) REFERENCES valid (id); ALTER TABLE gi_webservice_config_history ADD CONSTRAINT FK_gi_webservice_config_history_config_id_id FOREIGN KEY (config_id) REFERENCES gi_webservice_config (id); ALTER TABLE gi_webservice_config_history ADD CONSTRAINT FK_gi_webservice_config_history_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE gi_webservice_config_history ADD CONSTRAINT FK_gi_webservice_config_history_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE gi_debugger_entry ADD CONSTRAINT FK_gi_debugger_entry_webservice_id_id FOREIGN KEY (webservice_id) REFERENCES gi_webservice_config (id); ALTER TABLE gi_debugger_entry_content ADD CONSTRAINT FK_gi_debugger_entry_content_gi_debugger_entry_id_id FOREIGN KEY (gi_debugger_entry_id) REFERENCES gi_debugger_entry (id); ALTER TABLE gi_object_lock_state ADD CONSTRAINT FK_gi_object_lock_state_webservice_id_id FOREIGN KEY (webservice_id) REFERENCES gi_webservice_config (id); ALTER TABLE smime_signer_cert_relations ADD CONSTRAINT FK_smime_signer_cert_relations_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE smime_signer_cert_relations ADD CONSTRAINT FK_smime_signer_cert_relations_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE dynamic_field_value ADD CONSTRAINT FK_dynamic_field_value_field_id_id FOREIGN KEY (field_id) REFERENCES dynamic_field (id); ALTER TABLE dynamic_field ADD CONSTRAINT FK_dynamic_field_create_by_id FOREIGN KEY (create_by) REFERENCES users (id); ALTER TABLE dynamic_field ADD CONSTRAINT FK_dynamic_field_change_by_id FOREIGN KEY (change_by) REFERENCES users (id); ALTER TABLE dynamic_field ADD CONSTRAINT FK_dynamic_field_valid_id_id FOREIGN KEY (valid_id) REFERENCES valid (id); [/code] Afterwards I ran select * from information_schema.table_constraints where table_name = 'table_name'; for each of the affected tables and could see that all of the constraints were added correctly. I also checked the table descriptions and ran a select to return * from each of the tables - they are all empty tables, and they were created by the DBUpdate-to-3.1.mysql.sql script. All that is background information. My question is pretty simple: What are these tables for - they are empty now. Were these schema modifications for future prupose? These are the seven tables created. They're all there and the information_schema.table_constraints show the constraints were correctly applied: gi_webservice_config gi_webservice_config_history gi_debugger_entry gi_object_lock_state smime_signer_cert_relations dynamic_field_value dynamic_field I am just wondering what these empty tables are for. OTRS 3.1.21 appears to be running fine - just want to make sure this isn't something that is going to cause any future problems. Thanks, Rob Mitchell Memphis, TN -------------- next part -------------- An HTML attachment was scrubbed... URL: From kaldung at gmail.com Sat Feb 16 20:21:06 2019 From: kaldung at gmail.com (Roy Kaldung) Date: Sat, 16 Feb 2019 21:21:06 +0100 Subject: [otrs] Question on successful upgrade In-Reply-To: References: Message-ID: Hi Rob, > On Feb 16, 2019, at 8:39 PM, Rob Mitchell wrote: > > I was able to clear up the error by manually running the individual ALTER TABLE statements after running SET FOREIGN_KEY_CHECKS=0; > prior to running the sql script (reset this to 1 afterward). AFAIK Foreign keys are only support with the table / database engine InnoDB. I would recommend converting all tables from MyISAM to InnoDB before upgrading from 3.0 > Afterwards I ran select * from information_schema.table_constraints where table_name = 'table_name'; for each of the affected tables and could see that all of the constraints were added correctly. > I also checked the table descriptions and ran a select to return * from each of the tables - they are all empty tables, and they were created by the DBUpdate-to-3.1.mysql.sql script. > > All that is background information. My question is pretty simple: > What are these tables for - they are empty now. Were these schema modifications for future prupose? > These are the seven tables created. They're all there and the information_schema.table_constraints show the constraints were correctly applied: > gi_webservice_config > gi_webservice_config_history > gi_debugger_entry > gi_object_lock_state > smime_signer_cert_relations > dynamic_field_value > dynamic_field OTRS 3.1 introduces Dynamic Fields which replaces the FreeTextFields. If there were none of these fields used this could be the explanation for empty dynamic fields tables. The gi_* tables are for the GenericInterface and empty as long you don?t a have a configured web service. - Roy From sifat.baig at ats.ae Sun Feb 17 13:58:19 2019 From: sifat.baig at ats.ae (sifathur rehman) Date: Sun, 17 Feb 2019 17:58:19 +0400 Subject: [otrs] Question on successful upgrade In-Reply-To: References: Message-ID: <000001d4c6c8$d6eb9830$84c2c890$@ats.ae> Please unsubscribe me . -----Original Message----- From: otrs [mailto:otrs-bounces at lists.otrs.org] On Behalf Of Roy Kaldung Sent: Sunday, February 17, 2019 12:21 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Question on successful upgrade Hi Rob, > On Feb 16, 2019, at 8:39 PM, Rob Mitchell wrote: > > I was able to clear up the error by manually running the individual > ALTER TABLE statements after running SET FOREIGN_KEY_CHECKS=0; prior to running the sql script (reset this to 1 afterward). AFAIK Foreign keys are only support with the table / database engine InnoDB. I would recommend converting all tables from MyISAM to InnoDB before upgrading from 3.0 > Afterwards I ran select * from information_schema.table_constraints where table_name = 'table_name'; for each of the affected tables and could see that all of the constraints were added correctly. > I also checked the table descriptions and ran a select to return * from each of the tables - they are all empty tables, and they were created by the DBUpdate-to-3.1.mysql.sql script. > > All that is background information. My question is pretty simple: > What are these tables for - they are empty now. Were these schema modifications for future prupose? > These are the seven tables created. They're all there and the information_schema.table_constraints show the constraints were correctly applied: > gi_webservice_config > gi_webservice_config_history > gi_debugger_entry > gi_object_lock_state > smime_signer_cert_relations > dynamic_field_value > dynamic_field OTRS 3.1 introduces Dynamic Fields which replaces the FreeTextFields. If there were none of these fields used this could be the explanation for empty dynamic fields tables. The gi_* tables are for the GenericInterface and empty as long you don?t a have a configured web service. - Roy --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs From wedwards at cyberfusion.nl Sun Feb 17 14:30:14 2019 From: wedwards at cyberfusion.nl (William Edwards) Date: Sun, 17 Feb 2019 15:30:14 +0100 Subject: [otrs] Question on successful upgrade In-Reply-To: <000001d4c6c8$d6eb9830$84c2c890$@ats.ae> References: <000001d4c6c8$d6eb9830$84c2c890$@ats.ae> Message-ID: <76665A2C-A6A5-441B-B08B-AEC2B82022A8@cyberfusion.nl> Sifathur, look in the email footer. Verstuurd vanaf mijn iPhone > Op 17 feb. 2019 om 14:58 heeft sifathur rehman het volgende geschreven: > > Please unsubscribe me . > > -----Original Message----- > From: otrs [mailto:otrs-bounces at lists.otrs.org] On Behalf Of Roy Kaldung > Sent: Sunday, February 17, 2019 12:21 AM > To: User questions and discussions about OTRS. > Subject: Re: [otrs] Question on successful upgrade > > Hi Rob, > >> On Feb 16, 2019, at 8:39 PM, Rob Mitchell wrote: >> >> I was able to clear up the error by manually running the individual >> ALTER TABLE statements after running SET FOREIGN_KEY_CHECKS=0; prior to running the sql script (reset this to 1 afterward). > > AFAIK Foreign keys are only support with the table / database engine InnoDB. I would recommend converting all tables from MyISAM to InnoDB before upgrading from 3.0 > >> Afterwards I ran select * from information_schema.table_constraints where table_name = 'table_name'; for each of the affected tables and could see that all of the constraints were added correctly. >> I also checked the table descriptions and ran a select to return * from each of the tables - they are all empty tables, and they were created by the DBUpdate-to-3.1.mysql.sql script. >> >> All that is background information. My question is pretty simple: >> What are these tables for - they are empty now. Were these schema modifications for future prupose? >> These are the seven tables created. They're all there and the information_schema.table_constraints show the constraints were correctly applied: >> gi_webservice_config >> gi_webservice_config_history >> gi_debugger_entry >> gi_object_lock_state >> smime_signer_cert_relations >> dynamic_field_value >> dynamic_field > > OTRS 3.1 introduces Dynamic Fields which replaces the FreeTextFields. If there were none of these fields used this could be the explanation for empty dynamic fields tables. The gi_* tables are for the GenericInterface and empty as long you don?t a have a configured web service. > > - Roy > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs From rmitchell at p3isys.com Mon Feb 18 23:08:30 2019 From: rmitchell at p3isys.com (Rob Mitchell) Date: Mon, 18 Feb 2019 17:08:30 -0600 Subject: [otrs] Error on step 7 DBUpdate-to-3.3.pl Message-ID: Thanks Roy Kaldung for answer directly. I won't take too much of your time. Once again, nothing I'm doing here is urgent - the production instance is fine; I'm working on a dev box and I make a database dump before and after each upgrade, so I can blow it up as many times as I want and can always roll back with no worries. I got the instance upgraded to 3.2 successfully Saturday night. On Sunday I attempted an upgrade to 3.3 on the same Ubuntu 12.04 box I set up and the database update failed on constraint creation. The problems on the old box were a mix of InnoDB and MyIsam storage on different tables, and different charsets and collations, some of the old latin1_swedish_ci. So I set up another box with Ubuntu 18.04LTS with MariaDB on it, set InnoDB as the default storage engine, utf8 as charset for client, connection, database, results, server, and system, and utf8_general_ci as collation for connection, database, and server, all verified by showing the variables. I then restored the post 2.2 upgrade database. Then I proceeded to do a regular upgrade. DBUpdate-to-3.3.sql ran clean. The resulting DB shows InnoDB for all tables and utf8_general_ci as the collation for all the tables except for the following, which I checked and are explicitly created with utfmb4_unicode_ci collation from the dump script create table statements. (this is for info only - None of these tables are involved in the error in step 7) article pm_activity pm_activity_dialog pm_entity pm_entity_sync pm_process pm_transition pm_transition_action sessions Once everything else checked out I attempted once more to run DBUpdate-to-3.3.pl Steps 1-6 done - no issues. Steps 8-13 done - no issues (except the Subroutine Load redefined - no need to worry message in 13 of 13). Back to step 7 - here are results ******************** results start ***************** Step 7 of 13: Updating Queue Standard Template relations table... Cleaning queue_standard_template table Creating new Foreign Keys for queue_standard_template table --- Note: --- If you have already run this script before then the Foreign Keys are already set and you might see errors regarding 'duplicate key' or 'constrain already exists', that's fine, no need to worry! --- ALTER TABLE queue_standard_template ADD CONSTRAINT FK_queue_standard_template_standard_template_id_id FOREIGN KEY (standard_template_id) REFERENCES standard_template (id) ALTER TABLE queue_standard_template ADD CONSTRAINT FK_queue_standard_template_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue (id) [Mon Feb 18 15:09:28 2019] DBUpdate-to-3.3.pl: DBD::mysql::db do failed: Cannot add or update a child row: a foreign key constraint fails (`otrs33`.`#sql-337c_22`, CONSTRAINT `FK_queue_standard_template_queue_id_id` FOREIGN KEY (`queue_id`) REFERENCES `queue` (`id`)) at /opt/otrs/Kernel/System/DB.pm line 493. ERROR: OTRS-DBUpdate-to-3.3-10 Perl: 5.26.1 OS: linux Time: Mon Feb 18 15:09:28 2019 Message: Cannot add or update a child row: a foreign key constraint fails (`otrs33`.`#sql-337c_22`, CONSTRAINT `FK_queue_standard_template_queue_id_id` FOREIGN KEY (`queue_id`) REFERENCES `queue` (`id`)), SQL: 'ALTER TABLE queue_standard_template ADD CONSTRAINT FK_queue_standard_template_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue (id)' Traceback (13267): Module: main::_AddQueueStandardTemplateForeignKeys (unknown version) Line: 556 Module: scripts/DBUpdate-to-3.3.pl (unknown version) Line: 132 ERROR: OTRS-DBUpdate-to-3.3-10 Perl: 5.26.1 OS: linux Time: Mon Feb 18 15:09:28 2019 Message: Error during execution of 'ALTER TABLE queue_standard_template ADD CONSTRAINT FK_queue_standard_template_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue (id)'! Traceback (13267): Module: main::_AddQueueStandardTemplateForeignKeys (unknown version) Line: 559 Module: scripts/DBUpdate-to-3.3.pl (unknown version) Line: 132 done. ******************** results end ******************** I ran Show Create Table queue_standard_template; to see if the FK Constraints took, with the following results: | queue_standard_template | CREATE TABLE `queue_standard_template` ( `queue_id` int(11) NOT NULL, `standard_template_id` int(11) NOT NULL, `create_time` datetime NOT NULL, `create_by` int(11) NOT NULL, `change_time` datetime NOT NULL, `change_by` int(11) NOT NULL, KEY `FK_queue_standard_response_queue_id_id` (`queue_id`), KEY `FK_queue_standard_response_standard_response_id_id` (`standard_template_id`), KEY `FK_queue_standard_response_create_by_id` (`create_by`), KEY `FK_queue_standard_response_change_by_id` (`change_by`), CONSTRAINT `FK_queue_standard_template_standard_template_id_id` FOREIGN KEY (`standard_template_id`) REFERENCES `standard_template` (`id`) ) ENGINE=InnoDB DEFAULT CHARSET=utf8 | Just to verify I ran a select statement to return all constraints: MariaDB [otrs33]> select COLUMN_NAME, CONSTRAINT_NAME, REFERENCED_COLUMN_NAME, REFERENCED_TABLE_NAME -> from information_schema.KEY_COLUMN_USAGE -> where TABLE_NAME = 'queue_standard_template'; +----------------------+----------------------------------------------------+------------------------+-----------------------+ | COLUMN_NAME | CONSTRAINT_NAME | REFERENCED_COLUMN_NAME | REFERENCED_TABLE_NAME | +----------------------+----------------------------------------------------+------------------------+-----------------------+ | standard_template_id | FK_queue_standard_template_standard_template_id_id | id | standard_template | +----------------------+----------------------------------------------------+------------------------+-----------------------+ 1 row in set (0.00 sec) If I'm reading the results correctly I'm missing one constraint on the queue_id table. The first constraint , FK_queue_standard_template_standard_template_id_id appeared to apply correctly. But the second constraint here did not apply: ALTER TABLE queue_standard_template ADD CONSTRAINT FK_queue_standard_template_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue (id) If correctly applied the results should read: ----------------------+----------------------------------------------------+------------------------+-----------------------+ | COLUMN_NAME | CONSTRAINT_NAME | REFERENCED_COLUMN_NAME | REFERENCED_TABLE_NAME | +----------------------+----------------------------------------------------+------------------------+-----------------------+ | standard_template_id | FK_queue_standard_template_standard_template_id_id | id | standard_template | +----------------------+----------------------------------------------------+------------------------+-----------------------+ | standard_template_id | FK_queue_standard_template_queue_id_id | id | queue | +----------------------+----------------------------------------------------+------------------------+-----------------------+ Bottom line: It looks like I either need to simply add the second constraint or I need to add the Key FK_queue_id and then add the constraint, which means I can fix the issue with one or two SQL statements. if this is correct, all I should need is the proper syntax of the one or two statements, then the database should be good to go. Kind regards, Rob Mitchell -------------- next part -------------- An HTML attachment was scrubbed... URL: From edsonrichter at hotmail.com Tue Feb 19 22:13:00 2019 From: edsonrichter at hotmail.com (Edson Richter) Date: Tue, 19 Feb 2019 22:13:00 +0000 Subject: [otrs] OTRS 5 migration from MySQL to PostgreSQL Message-ID: Our company uses PostgreSQL as standard database for everything (that needs one ? ). So, our OTRS 5 system is the last one based on MySQL. Since we are facing some OS update issues, we decided it is time to move. I would like to know if there is a easy way to migrate data: for instance, can I bakcup (using otrs backup/restore scripts) on MySQL and restore on PostgreSQL? Or can you point me the tables that are more critical? I?ve tried to migrate using pgLoader (it is a breeze), but some contente show strange caracters after migration. I?ll appreciate your guidance or share your experience! Atenciosamente, Edson Richter Soli Deo Gloria -------------- next part -------------- An HTML attachment was scrubbed... URL: From never.min at gmail.com Wed Feb 20 10:07:38 2019 From: never.min at gmail.com (Never Min) Date: Wed, 20 Feb 2019 18:07:38 +0800 Subject: [otrs] OTRS 5 migration from MySQL to PostgreSQL In-Reply-To: References: Message-ID: Hi, please see this link: https://doc.otrs.com/doc/manual/admin/5.0/en/html/installation-on-windows.html -Never Edson Richter ?2019?2?20??? ??6:13??? > Our company uses PostgreSQL as standard database for everything (that > needs one ? ). > > So, our OTRS 5 system is the last one based on MySQL. Since we are facing > some OS update issues, we decided it is time to move. > > I would like to know if there is a easy way to migrate data: for instance, > can I bakcup (using otrs backup/restore scripts) on MySQL and restore on > PostgreSQL? > > Or can you point me the tables that are more critical? > > I?ve tried to migrate using pgLoader (it is a breeze), but some contente > show strange caracters after migration. > > > > I?ll appreciate your guidance or share your experience! > > > > > > > > Atenciosamente, > > > > Edson Richter > > > > > > > > Soli Deo Gloria > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From edsonrichter at hotmail.com Wed Feb 20 17:43:01 2019 From: edsonrichter at hotmail.com (Edson Richter) Date: Wed, 20 Feb 2019 17:43:01 +0000 Subject: [otrs] OTRS 5 migration from MySQL to PostgreSQL In-Reply-To: References: , Message-ID: That's right what I need. But for some reason, during dry-run, while checking "article_attachment" I got "died" and process ends... Do I need to increase process memory, change batch sizes, perhaps optimize the script somehow? I'm using OEL7 with unbreakable kernel with all updates. Perl interpreter is: v5.16.3 x86_64 The attachment_table has 19.3GB in size, with 249241 rows. Enviado do meu Telefone LG ------ Mensagem original------ De: Never Min Data: qua, 20 de fev de 2019 07:08 Para: User questions and discussions about OTRS.; Cc: Assunto:Re: [otrs] OTRS 5 migration from MySQL to PostgreSQL Hi, please see this link: https://doc.otrs.com/doc/manual/admin/5.0/en/html/installation-on-windows.html -Never Edson Richter > ?2019?2?20??? ??6:13??? Our company uses PostgreSQL as standard database for everything (that needs one ? ). So, our OTRS 5 system is the last one based on MySQL. Since we are facing some OS update issues, we decided it is time to move. I would like to know if there is a easy way to migrate data: for instance, can I bakcup (using otrs backup/restore scripts) on MySQL and restore on PostgreSQL? Or can you point me the tables that are more critical? I?ve tried to migrate using pgLoader (it is a breeze), but some contente show strange caracters after migration. I?ll appreciate your guidance or share your experience! Atenciosamente, Edson Richter Soli Deo Gloria --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs -------------- next part -------------- An HTML attachment was scrubbed... URL: From edsonrichter at hotmail.com Wed Feb 20 18:20:26 2019 From: edsonrichter at hotmail.com (Edson Richter) Date: Wed, 20 Feb 2019 18:20:26 +0000 Subject: [otrs] OTRS 5 migration from MySQL to PostgreSQL In-Reply-To: References: , , Message-ID: For sanity, I'm moving attachments to file system... Enviado do meu Telefone LG ------ Mensagem original------ De: Edson Richter Data: qua, 20 de fev de 2019 14:43 Para: Never Min;User questions and discussions about OTRS.; Cc: Assunto:Re: [otrs] OTRS 5 migration from MySQL to PostgreSQL That's right what I need. But for some reason, during dry-run, while checking "article_attachment" I got "died" and process ends... Do I need to increase process memory, change batch sizes, perhaps optimize the script somehow? I'm using OEL7 with unbreakable kernel with all updates. Perl interpreter is: v5.16.3 x86_64 The attachment_table has 19.3GB in size, with 249241 rows. Enviado do meu Telefone LG ------ Mensagem original------ De: Never Min Data: qua, 20 de fev de 2019 07:08 Para: User questions and discussions about OTRS.; Cc: Assunto:Re: [otrs] OTRS 5 migration from MySQL to PostgreSQL Hi, please see this link: https://doc.otrs.com/doc/manual/admin/5.0/en/html/installation-on-windows.html -Never Edson Richter > ?2019?2?20??? ??6:13??? Our company uses PostgreSQL as standard database for everything (that needs one ? ). So, our OTRS 5 system is the last one based on MySQL. Since we are facing some OS update issues, we decided it is time to move. I would like to know if there is a easy way to migrate data: for instance, can I bakcup (using otrs backup/restore scripts) on MySQL and restore on PostgreSQL? Or can you point me the tables that are more critical? I?ve tried to migrate using pgLoader (it is a breeze), but some contente show strange caracters after migration. I?ll appreciate your guidance or share your experience! Atenciosamente, Edson Richter Soli Deo Gloria --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs -------------- next part -------------- An HTML attachment was scrubbed... URL: From edsonrichter at hotmail.com Wed Feb 20 18:35:41 2019 From: edsonrichter at hotmail.com (Edson Richter) Date: Wed, 20 Feb 2019 18:35:41 +0000 Subject: [otrs] OTRS 5 migration from MySQL to PostgreSQL In-Reply-To: References: , , , Message-ID: Because people find nice to have a logo in your email signature, I have some tickets with more than 300 attachments... Most of them are repeated logos in mail signature... That's odd. Enviado do meu Telefone LG ------ Mensagem original------ De: Edson Richter Data: qua, 20 de fev de 2019 15:20 Para: Never Min;User questions and discussions about OTRS.; Cc: Assunto:Re: [otrs] OTRS 5 migration from MySQL to PostgreSQL For sanity, I'm moving attachments to file system... Enviado do meu Telefone LG ------ Mensagem original------ De: Edson Richter Data: qua, 20 de fev de 2019 14:43 Para: Never Min;User questions and discussions about OTRS.; Cc: Assunto:Re: [otrs] OTRS 5 migration from MySQL to PostgreSQL That's right what I need. But for some reason, during dry-run, while checking "article_attachment" I got "died" and process ends... Do I need to increase process memory, change batch sizes, perhaps optimize the script somehow? I'm using OEL7 with unbreakable kernel with all updates. Perl interpreter is: v5.16.3 x86_64 The attachment_table has 19.3GB in size, with 249241 rows. Enviado do meu Telefone LG ------ Mensagem original------ De: Never Min Data: qua, 20 de fev de 2019 07:08 Para: User questions and discussions about OTRS.; Cc: Assunto:Re: [otrs] OTRS 5 migration from MySQL to PostgreSQL Hi, please see this link: https://doc.otrs.com/doc/manual/admin/5.0/en/html/installation-on-windows.html -Never Edson Richter > ?2019?2?20??? ??6:13??? Our company uses PostgreSQL as standard database for everything (that needs one ? ). So, our OTRS 5 system is the last one based on MySQL. Since we are facing some OS update issues, we decided it is time to move. I would like to know if there is a easy way to migrate data: for instance, can I bakcup (using otrs backup/restore scripts) on MySQL and restore on PostgreSQL? Or can you point me the tables that are more critical? I?ve tried to migrate using pgLoader (it is a breeze), but some contente show strange caracters after migration. I?ll appreciate your guidance or share your experience! Atenciosamente, Edson Richter Soli Deo Gloria --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs -------------- next part -------------- An HTML attachment was scrubbed... URL: From edsonrichter at hotmail.com Thu Feb 21 03:01:29 2019 From: edsonrichter at hotmail.com (Edson Richter) Date: Thu, 21 Feb 2019 03:01:29 +0000 Subject: [otrs] RES: OTRS 5 migration from MySQL to PostgreSQL In-Reply-To: References: Message-ID: Thank you very much. It is wonderful how easy this script made my day. The only think I?ll point is that documentation is far behind the PDF that you have access through the web interface. Also, would be nice to add a suggestion for large installations to put all attachments on filesystem first ? a ?dry-run? will just die with 19Gb of attachments in mysql database (and I suspect that a migration also will die). Atenciosamente, Edson Richter Soli Deo Gloria De: otrs Em nome de Never Min Enviada em: quarta-feira, 20 de fevereiro de 2019 07:08 Para: User questions and discussions about OTRS. Assunto: Re: [otrs] OTRS 5 migration from MySQL to PostgreSQL Hi, please see this link: https://doc.otrs.com/doc/manual/admin/5.0/en/html/installation-on-windows.html -Never Edson Richter > ?2019?2?20??? ??6:13??? Our company uses PostgreSQL as standard database for everything (that needs one ? ). So, our OTRS 5 system is the last one based on MySQL. Since we are facing some OS update issues, we decided it is time to move. I would like to know if there is a easy way to migrate data: for instance, can I bakcup (using otrs backup/restore scripts) on MySQL and restore on PostgreSQL? Or can you point me the tables that are more critical? I?ve tried to migrate using pgLoader (it is a breeze), but some contente show strange caracters after migration. I?ll appreciate your guidance or share your experience! Atenciosamente, Edson Richter Soli Deo Gloria --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs -------------- next part -------------- An HTML attachment was scrubbed... URL: From edsonrichter at hotmail.com Thu Feb 21 03:51:21 2019 From: edsonrichter at hotmail.com (Edson Richter) Date: Thu, 21 Feb 2019 03:51:21 +0000 Subject: [otrs] OTRS 5 - after CloneDB, all FAQ are without images (attachments?) Message-ID: 1. I?ve moved all attachments to FS using the script. 2. Run the CloneDB to move from MySQL to PostgreSQL. 3. After, moved all files from FS from one server to the new server When I look to tickets, images and attachments are normal. When I look FAQ entries, no images are shown. Any tip? Atenciosamente, Edson Richter Soli Deo Gloria De: otrs Em nome de Edson Richter Enviada em: quinta-feira, 21 de fevereiro de 2019 00:01 Para: User questions and discussions about OTRS. Assunto: [otrs] RES: OTRS 5 migration from MySQL to PostgreSQL Thank you very much. It is wonderful how easy this script made my day. The only think I?ll point is that documentation is far behind the PDF that you have access through the web interface. Also, would be nice to add a suggestion for large installations to put all attachments on filesystem first ? a ?dry-run? will just die with 19Gb of attachments in mysql database (and I suspect that a migration also will die). Atenciosamente, Edson Richter Soli Deo Gloria De: otrs > Em nome de Never Min Enviada em: quarta-feira, 20 de fevereiro de 2019 07:08 Para: User questions and discussions about OTRS. > Assunto: Re: [otrs] OTRS 5 migration from MySQL to PostgreSQL Hi, please see this link: https://doc.otrs.com/doc/manual/admin/5.0/en/html/installation-on-windows.html -Never Edson Richter > ?2019?2?20??? ??6:13??? Our company uses PostgreSQL as standard database for everything (that needs one ? ). So, our OTRS 5 system is the last one based on MySQL. Since we are facing some OS update issues, we decided it is time to move. I would like to know if there is a easy way to migrate data: for instance, can I bakcup (using otrs backup/restore scripts) on MySQL and restore on PostgreSQL? Or can you point me the tables that are more critical? I?ve tried to migrate using pgLoader (it is a breeze), but some contente show strange caracters after migration. I?ll appreciate your guidance or share your experience! Atenciosamente, Edson Richter Soli Deo Gloria --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs -------------- next part -------------- An HTML attachment was scrubbed... URL: From martin.hochreiter at fhstp.ac.at Thu Feb 21 08:01:41 2019 From: martin.hochreiter at fhstp.ac.at (Hochreiter Martin) Date: Thu, 21 Feb 2019 08:01:41 +0000 Subject: [otrs] Make certain queues not "cross searchable" Message-ID: We normaly can search for locked tickets of other agents in any queue of our OTRS 6. For data protection reasons, I need to deactivate that feature for certain queues only ? could this be done? _____________________ DI (FH) Martin Hochreiter Fachverantwortlicher Systemadministration IT und Infrastruktur Fachhochschule St. P?lten GmbH Matthias Corvinus-Stra?e 15, 3100 St. P?lten T: +43 (0) 2742 313 228 ? 215 M: +43 (0) 676 847 228 215 E: martin.hochreiter at fhstp.ac.at I: www.fhstp.ac.at FN 146616m, LG St. P?lten, DVR 1028669F -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 4662 bytes Desc: not available URL: From never.min at gmail.com Thu Feb 21 10:13:03 2019 From: never.min at gmail.com (Never Min) Date: Thu, 21 Feb 2019 18:13:03 +0800 Subject: [otrs] RES: OTRS 5 migration from MySQL to PostgreSQL In-Reply-To: References: Message-ID: > > Also, would be nice to add a suggestion for large installations to put all > attachments on filesystem first > nice, thank you for your share -Never Edson Richter ?2019?2?21??? ??11:01??? > Thank you very much. It is wonderful how easy this script made my day. > > The only think I?ll point is that documentation is far behind the PDF that > you have access through the web interface. > > Also, would be nice to add a suggestion for large installations to put all > attachments on filesystem first ? a ?dry-run? will just die with 19Gb of > attachments in mysql database (and I suspect that a migration also will > die). > > > > > > Atenciosamente, > > > > Edson Richter > > > > > > > > Soli Deo Gloria > > > > *De:* otrs *Em nome de * Never Min > *Enviada em:* quarta-feira, 20 de fevereiro de 2019 07:08 > *Para:* User questions and discussions about OTRS. > *Assunto:* Re: [otrs] OTRS 5 migration from MySQL to PostgreSQL > > > > Hi, > > > > please see this link: > > > https://doc.otrs.com/doc/manual/admin/5.0/en/html/installation-on-windows.html > > > > > > > -Never > > > > > > Edson Richter ?2019?2?20??? ??6:13??? > > Our company uses PostgreSQL as standard database for everything (that > needs one ? ). > > So, our OTRS 5 system is the last one based on MySQL. Since we are facing > some OS update issues, we decided it is time to move. > > I would like to know if there is a easy way to migrate data: for instance, > can I bakcup (using otrs backup/restore scripts) on MySQL and restore on > PostgreSQL? > > Or can you point me the tables that are more critical? > > I?ve tried to migrate using pgLoader (it is a breeze), but some contente > show strange caracters after migration. > > > > I?ll appreciate your guidance or share your experience! > > > > > > > > Atenciosamente, > > > > Edson Richter > > > > > > > > Soli Deo Gloria > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From edsonrichter at hotmail.com Thu Feb 21 15:40:16 2019 From: edsonrichter at hotmail.com (Edson Richter) Date: Thu, 21 Feb 2019 15:40:16 +0000 Subject: [otrs] Are FAQ attachments stored differently in MySQL and PostgreSQL? Message-ID: Hi! Are FAQ attachments stored differently in MySQL and PostgreSQL? I ask that because in MySQL I do have a "BLOB" type for the "content" column, and in PostgreSQL a "TEXT" type. I'll appreciate your directions. Regards, Edson Richter Soli Deo Gloria -------------- next part -------------- An HTML attachment was scrubbed... URL: From edsonrichter at hotmail.com Thu Feb 21 16:15:21 2019 From: edsonrichter at hotmail.com (Edson Richter) Date: Thu, 21 Feb 2019 16:15:21 +0000 Subject: [otrs] RES: Are FAQ attachments stored differently in MySQL and PostgreSQL? In-Reply-To: References: Message-ID: Answering my own question: In MySQL: attachments are stored in binary format into blob field In Postgres: attachments are stored as base64 encoded into text field. Atenciosamente, Edson Richter Soli Deo Gloria De: otrs Em nome de Edson Richter Enviada em: quinta-feira, 21 de fevereiro de 2019 12:40 Para: User questions and discussions about OTRS. Assunto: [otrs] Are FAQ attachments stored differently in MySQL and PostgreSQL? Hi! Are FAQ attachments stored differently in MySQL and PostgreSQL? I ask that because in MySQL I do have a "BLOB" type for the "content" column, and in PostgreSQL a "TEXT" type. I'll appreciate your directions. Regards, Edson Richter Soli Deo Gloria -------------- next part -------------- An HTML attachment was scrubbed... URL: From mliebherr99 at googlemail.com Thu Feb 21 16:18:21 2019 From: mliebherr99 at googlemail.com (Ml Ml) Date: Thu, 21 Feb 2019 17:18:21 +0100 Subject: [otrs] OTRS 6 / AgentArticleZoom => Limit number of Articles Message-ID: Hello! in AgentArticleZoom you can select if you want to show all articles of a ticket or just one. Can you point me the source code or sysconfig where i could change the "SELECT .... LIMIT 1" to like "SELECT .... LIMIT 10" ? I would like to show all articles OR the last 10 (not just one). Thanks, Mario From alvaro at gridshield.net Thu Feb 21 17:07:53 2019 From: alvaro at gridshield.net (Alvaro Cordero) Date: Thu, 21 Feb 2019 11:07:53 -0600 Subject: [otrs] OTRS 6 / AgentArticleZoom => Limit number of Articles In-Reply-To: References: Message-ID: Hello, I believe that is already done in the ticket zoom, you have the option to see 1 article or to see all the ticket articles just like in you email tools. In Old systemas you had [image: image.png] The second icon is to see all articles. In current versiones it shows the Settings icon where you can chose wether see 1 or all articles [image: image.png] [image: image.png] Regards El jue., 21 feb. 2019 a las 10:18, Ml Ml () escribi?: > Hello! > > in AgentArticleZoom you can select if you want to show all articles of > a ticket or just one. > > Can you point me the source code or sysconfig where i could change the > "SELECT .... LIMIT 1" to like "SELECT .... LIMIT 10" ? > > I would like to show all articles OR the last 10 (not just one). > > Thanks, > Mario > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -- *Alvaro Cordero RetanaConsultor de Tecnologias* *Tel: 22585757 ext 123* *Email:* alvaro at gridshield.net -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 1190 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 3268 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 6495 bytes Desc: not available URL: From mliebherr99 at googlemail.com Fri Feb 22 08:00:49 2019 From: mliebherr99 at googlemail.com (Ml Ml) Date: Fri, 22 Feb 2019 09:00:49 +0100 Subject: [otrs] OTRS 6 / AgentArticleZoom => Limit number of Articles In-Reply-To: References: Message-ID: Hello Alvaro , yes, i am aware of that. But "Show all articles" are sometimes too many. (some tickets have between 200 and 400 Articles) "Show one article" is to less. I am kind of getting old and sometimes do not remember what i wrote 3 Articles before :) The perfect goal would be: - "Show all articles" (if you want to look something up or search within the browser) - "Show one article" (compact, quick, fast, common usage) - "Show last 10 articles" (small, fast with a bit of history to look something up) After digging around i found: Ticket::Frontend::MaxArticlesZoomExpand Ticket::Frontend::MaxArticlesPerPage i wil play around with them and see if they help in daily business. Thanks, Mario On Thu, Feb 21, 2019 at 6:08 PM Alvaro Cordero wrote: > Hello, > > I believe that is already done in the ticket zoom, you have the option to > see 1 article or to see all the ticket articles just like in you email > tools. > > In Old systemas you had > > [image: image.png] > > The second icon is to see all articles. > > In current versiones it shows the Settings icon where you can chose wether > see 1 or all articles > > [image: image.png] > [image: image.png] > > Regards > > > El jue., 21 feb. 2019 a las 10:18, Ml Ml () > escribi?: > >> Hello! >> >> in AgentArticleZoom you can select if you want to show all articles of >> a ticket or just one. >> >> Can you point me the source code or sysconfig where i could change the >> "SELECT .... LIMIT 1" to like "SELECT .... LIMIT 10" ? >> >> I would like to show all articles OR the last 10 (not just one). >> >> Thanks, >> Mario >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> > > > -- > > *Alvaro Cordero RetanaConsultor de Tecnologias* > *Tel: 22585757 ext 123* > *Email:* alvaro at gridshield.net > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 1190 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 3268 bytes Desc: not available URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image.png Type: image/png Size: 6495 bytes Desc: not available URL: From mliebherr99 at googlemail.com Fri Feb 22 08:10:49 2019 From: mliebherr99 at googlemail.com (Ml Ml) Date: Fri, 22 Feb 2019 09:10:49 +0100 Subject: [otrs] OTRS 6 / AutoMerge by Regex search Message-ID: Hello again, we have tickets with a unique Order numbers in the Body/Text. Based on that order number we have incoming Ticket "traffic". Right now, i have to manually search for the existing ticket and merge it. How can i automate this? With the Postfilter or Generic Agent? A simple example would be awsome. Cheers, Mario From otrs.list at perl-services.de Fri Feb 22 08:17:34 2019 From: otrs.list at perl-services.de (Renee B) Date: Fri, 22 Feb 2019 09:17:34 +0100 Subject: [otrs] OTRS 6 / AutoMerge by Regex search In-Reply-To: References: Message-ID: Hi Mario, you could do this with the ExternalTicketNumber sysconfig settings. You need a dynamic field where the order number is stored. Then you can define in the sysconfig setting how OTRS can find the order number (it's a regular expression) and where to store it... Cheers, Ren?e Am 22.02.19 um 09:10 schrieb : > Hello again, > > we have tickets with a unique Order numbers in the Body/Text. Based on > that order number we have incoming Ticket "traffic". > > Right now, i have to manually search for the existing ticket and merge it. > > How can i automate this? With the Postfilter or Generic Agent? > > A simple example would be awsome. > > Cheers, > Mario > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs -- Perl / OTRS development: http://perl-services.de OTRS AddOn repository: http://opar.perl-services.de From martin.salac at t-mobile.cz Fri Feb 22 12:42:47 2019 From: martin.salac at t-mobile.cz (=?iso-8859-2?Q?Sala=E8=2C_Martin?=) Date: Fri, 22 Feb 2019 12:42:47 +0000 Subject: [otrs] FullTextSearch Message-ID: Good afternoon, I have fresh installation of OTRS6 and I face a problem with fulltext search. I observe strange behavior with backslash "\" in search string. If \ is in the middle or at the end of string - search returns no results. \ at the begin of search string is ok and relevant results are returned. Example: Fsdhjk\fkdjshf - no results Djfjksh\sdfs\ - no results \dfslkjsfj - results ok \dfkshj\dffsd - no results \dsdsfgfdgdfg\ - no results (searching at all other special characters like $ , / { } ... ok.) My fulltext search setting: Ticket::SearchIndex::Filters ^[':.]|[':.]$ ^[^\w]+$ Ticket::SearchIndex::ForceUnfilteredStorage Enabled [Yes] Please does anybody have the same experience? Is it possible to configure fulltext search engine to accept \ anywhere in search string to get valid results? Thank You, Best regards Martin Tento email a jeho p??padn? p??lohy jsou ur?eny v?hradn? konkr?tn?mu adres?tovi a mohou obsahovat d?v?rn? informace. Nejste-li zam??len?m adres?tem tohoto emailu nebo jeho p??loh ?i jejich obsahu, obratem n?s pros?m kontaktujte a email a p??padn? p??lohy trvale odstra?te. Sou?asn? vezm?te na v?dom?, ?e ???en?, sd?lov?n? obsahu ?i kop?rov?n? obsahu emailu ?i p??loh je p??sn? zak?z?no. This Email and its attachments are intended only for use by the intended addressee named inside and may contain confidential information. If you are not the intended recipient of this email or attachments please contact us immediately, and permanently delete the email and attachments and note that dissemination, disclosure or copying of this email and attachments is strictly prohibited. Z?sady komunikace, kter? spole?nost T-Mobile Czech Republic a.s. u??v? p?i sjedn?v?n? smluv, jsou uvedeny zde . Nen?-li v z?sad?ch uvedeno jinak, nep?edstavuje tato zpr?va kone?n? n?vrh na uzav?en? ?i zm?nu smlouvy ani p?ijet? takov?ho n?vrhu. The communication principles which T-Mobile Czech Republic a.s. applies when negotiating contracts are defined here . Unless otherwise stated in the principles, this message does not constitute the final offer to contract or an amendment of a contract or acceptance of such offer. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mathias.waack at seim-partner.de Fri Feb 22 13:16:41 2019 From: mathias.waack at seim-partner.de (Mathias Waack) Date: Fri, 22 Feb 2019 14:16:41 +0100 Subject: [otrs] Filter Status View: Open tickets In-Reply-To: References: Message-ID: <203b16a1-7479-2534-8560-d1820c5583e3@seim-partner.de> Hi all, I would like to filter the list of tickets in the "Status View: Open tickets". For instance by excluding some queues or senders. Is this possible in otrs6? Or is it possible (and how) to create my "own" list of tickets with my custom filters? Mathias From balazs.ur at otrs.com Fri Feb 22 13:28:27 2019 From: balazs.ur at otrs.com (=?UTF-8?B?QmFsw6F6cyDDmnI=?=) Date: Fri, 22 Feb 2019 14:28:27 +0100 Subject: [otrs] FullTextSearch In-Reply-To: References: Message-ID: <0fc1b319-4d96-99fb-6b12-bc5081676fe9@otrs.com> 2019. 02. 22. 13:42 keltez?ssel, Sala?, Martin ?rta: > I observe strange behavior with backslash ?\? in search string. > If \ is in the middle or at the end of string ? search returns no results. > \ at the begin of search string is ok and relevant results are returned. Hello Martin, thank you for your message. I confirm this strange behavior. Bug report is created: https://bugs.otrs.org/show_bug.cgi?id=14427 Please check the bug report for more information, and you will be informed if the bug is fixed. Regards, Bal?zs From Ralf.Hildebrandt at charite.de Mon Feb 25 15:37:09 2019 From: Ralf.Hildebrandt at charite.de (Ralf Hildebrandt) Date: Mon, 25 Feb 2019 16:37:09 +0100 Subject: [otrs] Access to attachments in a ticket? Message-ID: <20190225153709.77krvch6hbr3kuam@charite.de> I defined a webservice to access tickets via the API. While this seems to work, I'm having problems accessing the attachments in a ticket: % curl -X POST --data '{"Data": [{"Attachments": "1"}]}' \ https://otrs.charite.de/otrs/nph-genericinterface.pl/Webservice/TicketContent/TicketGet/273955?UserLogin=user\&Password=secret\&Attachments=1 {"Ticket":[{"EscalationResponseTime":0,"Queue":"Proxy","Priority":"3 normal", "RealTillTimeNotUsed":0,"TicketID":273955,"OwnerID":3,"StateID":4,"StateType":"open", "ArchiveFlag":"n","LockID":1,"Lock":"unlock","PriorityID":3,"QueueID":13,"EscalationTime":0, "CustomerUserID":"mfleisch","Owner":"hildeb","Type":"default", "TicketNumber":"2019021810000883","Changed":"2019-02-21 14:28:59","ChangeBy":1,"SLAID":"", "EscalationUpdateTime":0,"EscalationSolutionTime":0,"UnlockTimeout":1550755739,"Age":610639, "Responsible":"root","Title":"python/pyinstaller","CreateBy":1,"UntilTime":0,"ServiceID":"", "CreateTimeUnix":1550498200,"GroupID":1,"Created":"2019-02-18 14:56:40","State":"open", "ResponsibleID":1,"TypeID":1,"CustomerID":"marxxxxxeischer at charite.de"}]} -- Ralf Hildebrandt Charite Universit?tsmedizin Berlin ralf.hildebrandt at charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Gesch?ftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 From Ralf.Hildebrandt at charite.de Tue Feb 26 13:46:51 2019 From: Ralf.Hildebrandt at charite.de (Ralf Hildebrandt) Date: Tue, 26 Feb 2019 14:46:51 +0100 Subject: [otrs] [ext] Access to attachments in a ticket? In-Reply-To: <20190225153709.77krvch6hbr3kuam@charite.de> References: <20190225153709.77krvch6hbr3kuam@charite.de> Message-ID: <20190226134651.fbli3ktssgl53cl6@charite.de> * Ralf Hildebrandt : > I defined a webservice to access tickets via the API. While this seems > to work, I'm having problems accessing the attachments in a ticket: > > % curl -X POST --data '{"Data": [{"Attachments": "1"}]}' \ > https://otrs.charite.de/otrs/nph-genericinterface.pl/Webservice/TicketContent/TicketGet/273955?UserLogin=user\&Password=secret\&Attachments=1 In the end: % curl https://otrs.charite.de/otrs/nph-genericinterface.pl/Webservice/TicketContent/TicketGet/274500?UserLogin=user\&Password=secret\&AllArticles=1\&Attachments=1 Obviously I'm too dumb to properly set the required parameters using POST. -- Ralf Hildebrandt Charite Universit?tsmedizin Berlin ralf.hildebrandt at charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Gesch?ftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 From mliebherr99 at googlemail.com Wed Feb 27 10:24:10 2019 From: mliebherr99 at googlemail.com (Ml Ml) Date: Wed, 27 Feb 2019 11:24:10 +0100 Subject: [otrs] OTRS 6 / AutoMerge by Regex search In-Reply-To: References: Message-ID: Hello Renee, that works pretty well. Thanks. Can i also control the folow up state? Right now the tickets get unlocked. But i want to control by the subject if they should be unlocked or untouched. Any ideas on that? Is this a job for the postmaster filter? Thanks, Mario On Fri, Feb 22, 2019 at 9:17 AM Renee B wrote: > > Hi Mario, > > you could do this with the ExternalTicketNumber sysconfig settings. You > need a dynamic field where the order number is stored. Then you can define > in the sysconfig setting how OTRS can find the order number (it's a > regular expression) and where to store it... > > Cheers, > Ren?e > > Am 22.02.19 um 09:10 schrieb : > > Hello again, > > > > we have tickets with a unique Order numbers in the Body/Text. Based on > > that order number we have incoming Ticket "traffic". > > > > Right now, i have to manually search for the existing ticket and merge it. > > > > How can i automate this? With the Postfilter or Generic Agent? > > > > A simple example would be awsome. > > > > Cheers, > > Mario > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > -- > Perl / OTRS development: http://perl-services.de > OTRS AddOn repository: http://opar.perl-services.de > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs From mliebherr99 at googlemail.com Wed Feb 27 11:23:11 2019 From: mliebherr99 at googlemail.com (Ml Ml) Date: Wed, 27 Feb 2019 12:23:11 +0100 Subject: [otrs] OTRS 6 / AutoMerge by Regex search In-Reply-To: References: Message-ID: PostMaster::PreFilterModule###2-Match seems to do the trick. How can i add a "PostMaster::PreFilterModule###3-Match" config? I can only choose up to ###2-Match. Thanks, Mario On Wed, Feb 27, 2019 at 11:24 AM Ml Ml wrote: > > Hello Renee, > > that works pretty well. Thanks. > > Can i also control the folow up state? Right now the tickets get > unlocked. But i want to control by the subject if they should be > unlocked or untouched. > > Any ideas on that? Is this a job for the postmaster filter? > > Thanks, > Mario > > On Fri, Feb 22, 2019 at 9:17 AM Renee B wrote: > > > > Hi Mario, > > > > you could do this with the ExternalTicketNumber sysconfig settings. You > > need a dynamic field where the order number is stored. Then you can define > > in the sysconfig setting how OTRS can find the order number (it's a > > regular expression) and where to store it... > > > > Cheers, > > Ren?e > > > > Am 22.02.19 um 09:10 schrieb : > > > Hello again, > > > > > > we have tickets with a unique Order numbers in the Body/Text. Based on > > > that order number we have incoming Ticket "traffic". > > > > > > Right now, i have to manually search for the existing ticket and merge it. > > > > > > How can i automate this? With the Postfilter or Generic Agent? > > > > > > A simple example would be awsome. > > > > > > Cheers, > > > Mario > > > --------------------------------------------------------------------- > > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > > Archive: http://lists.otrs.org/pipermail/otrs > > > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > > > > -- > > Perl / OTRS development: http://perl-services.de > > OTRS AddOn repository: http://opar.perl-services.de > > > > --------------------------------------------------------------------- > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > Archive: http://lists.otrs.org/pipermail/otrs > > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs From afm404 at gmail.com Thu Feb 28 05:37:50 2019 From: afm404 at gmail.com (Anthony F McInerney) Date: Thu, 28 Feb 2019 05:37:50 +0000 Subject: [otrs] OTRS 6 / AutoMerge by Regex search In-Reply-To: References: Message-ID: Hi. On mine the 3rd example is ticket reject. I just hijacked it and changed the module to match. Worked fine. To add more I believe you have e to add them as a module yourself. On Wed, 27 Feb 2019, 11:23 Ml Ml, wrote: > PostMaster::PreFilterModule###2-Match seems to do the trick. > > How can i add a "PostMaster::PreFilterModule###3-Match" config? > > I can only choose up to ###2-Match. > > Thanks, > Mario > > On Wed, Feb 27, 2019 at 11:24 AM Ml Ml wrote: > > > > Hello Renee, > > > > that works pretty well. Thanks. > > > > Can i also control the folow up state? Right now the tickets get > > unlocked. But i want to control by the subject if they should be > > unlocked or untouched. > > > > Any ideas on that? Is this a job for the postmaster filter? > > > > Thanks, > > Mario > > > > On Fri, Feb 22, 2019 at 9:17 AM Renee B > wrote: > > > > > > Hi Mario, > > > > > > you could do this with the ExternalTicketNumber sysconfig settings. You > > > need a dynamic field where the order number is stored. Then you can > define > > > in the sysconfig setting how OTRS can find the order number (it's a > > > regular expression) and where to store it... > > > > > > Cheers, > > > Ren?e > > > > > > Am 22.02.19 um 09:10 schrieb : > > > > Hello again, > > > > > > > > we have tickets with a unique Order numbers in the Body/Text. Based > on > > > > that order number we have incoming Ticket "traffic". > > > > > > > > Right now, i have to manually search for the existing ticket and > merge it. > > > > > > > > How can i automate this? With the Postfilter or Generic Agent? > > > > > > > > A simple example would be awsome. > > > > > > > > Cheers, > > > > Mario > > > > --------------------------------------------------------------------- > > > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > > > Archive: http://lists.otrs.org/pipermail/otrs > > > > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > > > > > > > > > -- > > > Perl / OTRS development: http://perl-services.de > > > OTRS AddOn repository: http://opar.perl-services.de > > > > > > --------------------------------------------------------------------- > > > OTRS mailing list: otrs - Webpage: http://otrs.org/ > > > Archive: http://lists.otrs.org/pipermail/otrs > > > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs > -------------- next part -------------- An HTML attachment was scrubbed... URL: From afm404 at gmail.com Thu Feb 28 06:41:53 2019 From: afm404 at gmail.com (Anthony F McInerney) Date: Thu, 28 Feb 2019 06:41:53 +0000 Subject: [otrs] OTRS 6 / AutoMerge by Regex search In-Reply-To: References: Message-ID: Look here https://blog.otrs.com/2016/12/21/using-postmaster-filters-raw-emails/ Check out the attachment at the bottom. I believe it just goes into the config XML folder. Will be testing later. Obviously you'll need to adjust it to your needs. On Thu, 28 Feb 2019, 05:37 Anthony F McInerney, wrote: > Hi. On mine the 3rd example is ticket reject. I just hijacked it and > changed the module to match. Worked fine. To add more I believe you have e > to add them as a module yourself. > > On Wed, 27 Feb 2019, 11:23 Ml Ml, wrote: > >> PostMaster::PreFilterModule###2-Match seems to do the trick. >> >> How can i add a "PostMaster::PreFilterModule###3-Match" config? >> >> I can only choose up to ###2-Match. >> >> Thanks, >> Mario >> >> On Wed, Feb 27, 2019 at 11:24 AM Ml Ml >> wrote: >> > >> > Hello Renee, >> > >> > that works pretty well. Thanks. >> > >> > Can i also control the folow up state? Right now the tickets get >> > unlocked. But i want to control by the subject if they should be >> > unlocked or untouched. >> > >> > Any ideas on that? Is this a job for the postmaster filter? >> > >> > Thanks, >> > Mario >> > >> > On Fri, Feb 22, 2019 at 9:17 AM Renee B >> wrote: >> > > >> > > Hi Mario, >> > > >> > > you could do this with the ExternalTicketNumber sysconfig settings. >> You >> > > need a dynamic field where the order number is stored. Then you can >> define >> > > in the sysconfig setting how OTRS can find the order number (it's a >> > > regular expression) and where to store it... >> > > >> > > Cheers, >> > > Ren?e >> > > >> > > Am 22.02.19 um 09:10 schrieb : >> > > > Hello again, >> > > > >> > > > we have tickets with a unique Order numbers in the Body/Text. Based >> on >> > > > that order number we have incoming Ticket "traffic". >> > > > >> > > > Right now, i have to manually search for the existing ticket and >> merge it. >> > > > >> > > > How can i automate this? With the Postfilter or Generic Agent? >> > > > >> > > > A simple example would be awsome. >> > > > >> > > > Cheers, >> > > > Mario >> > > > >> --------------------------------------------------------------------- >> > > > OTRS mailing list: otrs - Webpage: http://otrs.org/ >> > > > Archive: http://lists.otrs.org/pipermail/otrs >> > > > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> > > >> > > >> > > -- >> > > Perl / OTRS development: http://perl-services.de >> > > OTRS AddOn repository: http://opar.perl-services.de >> > > >> > > --------------------------------------------------------------------- >> > > OTRS mailing list: otrs - Webpage: http://otrs.org/ >> > > Archive: http://lists.otrs.org/pipermail/otrs >> > > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >> > -------------- next part -------------- An HTML attachment was scrubbed... URL: From afm404 at gmail.com Thu Feb 28 10:46:55 2019 From: afm404 at gmail.com (Anthony F McInerney) Date: Thu, 28 Feb 2019 10:46:55 +0000 Subject: [otrs] OTRS 6 / AutoMerge by Regex search In-Reply-To: References: Message-ID: Hi just to follow up. Don't bother checking that link. Goto Kernel/Config/Files/XML look in Ticket.xml Create a new Whatever.xml with copied entries of match 1 etc as you need. You have to rebuild the db to apply the changes. I've been waiting on confirmation that the db is rebuild is non-destructive. Thanks! On Thu, 28 Feb 2019 at 06:41, Anthony F McInerney wrote: > > Look here https://blog.otrs.com/2016/12/21/using-postmaster-filters-raw-emails/ > Check out the attachment at the bottom. I believe it just goes into the config XML folder. Will be testing later. Obviously you'll need to adjust it to your needs. > > On Thu, 28 Feb 2019, 05:37 Anthony F McInerney, wrote: >> >> Hi. On mine the 3rd example is ticket reject. I just hijacked it and changed the module to match. Worked fine. To add more I believe you have e to add them as a module yourself. >> >> On Wed, 27 Feb 2019, 11:23 Ml Ml, wrote: >>> >>> PostMaster::PreFilterModule###2-Match seems to do the trick. >>> >>> How can i add a "PostMaster::PreFilterModule###3-Match" config? >>> >>> I can only choose up to ###2-Match. >>> >>> Thanks, >>> Mario >>> >>> On Wed, Feb 27, 2019 at 11:24 AM Ml Ml wrote: >>> > >>> > Hello Renee, >>> > >>> > that works pretty well. Thanks. >>> > >>> > Can i also control the folow up state? Right now the tickets get >>> > unlocked. But i want to control by the subject if they should be >>> > unlocked or untouched. >>> > >>> > Any ideas on that? Is this a job for the postmaster filter? >>> > >>> > Thanks, >>> > Mario >>> > >>> > On Fri, Feb 22, 2019 at 9:17 AM Renee B wrote: >>> > > >>> > > Hi Mario, >>> > > >>> > > you could do this with the ExternalTicketNumber sysconfig settings. You >>> > > need a dynamic field where the order number is stored. Then you can define >>> > > in the sysconfig setting how OTRS can find the order number (it's a >>> > > regular expression) and where to store it... >>> > > >>> > > Cheers, >>> > > Ren?e >>> > > >>> > > Am 22.02.19 um 09:10 schrieb : >>> > > > Hello again, >>> > > > >>> > > > we have tickets with a unique Order numbers in the Body/Text. Based on >>> > > > that order number we have incoming Ticket "traffic". >>> > > > >>> > > > Right now, i have to manually search for the existing ticket and merge it. >>> > > > >>> > > > How can i automate this? With the Postfilter or Generic Agent? >>> > > > >>> > > > A simple example would be awsome. >>> > > > >>> > > > Cheers, >>> > > > Mario >>> > > > --------------------------------------------------------------------- >>> > > > OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> > > > Archive: http://lists.otrs.org/pipermail/otrs >>> > > > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >>> > > >>> > > >>> > > -- >>> > > Perl / OTRS development: http://perl-services.de >>> > > OTRS AddOn repository: http://opar.perl-services.de >>> > > >>> > > --------------------------------------------------------------------- >>> > > OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> > > Archive: http://lists.otrs.org/pipermail/otrs >>> > > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs