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: