June 2007 - dev - OTRS mailing lists

Feature request: response template -> next ticket state
by Sascha.Rommelfangen＠ses-astra.com 17 Jan '11

17 Jan '11

Hi, I have a suggestion for OTRS, probably someone wants to implement this: When creating a response template (Admin Area -> Responses; AdminResponse.pm), it would be nice to have the possibility to define the next ticket state. For example: I have a 'CloseWithStateExplanation' template, and often people forget to change the next ticket state. The result is a nice explanation about the state ('closed'), but the state is of course still 'open'. Best regards, Sascha Rommelfangen

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[RFC] PostmasterMailAccount_0.1.0
by Torsten Thau 03 Aug '07

03 Aug '07

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi otrs-dev, I removed a few bugs and made some improvements (well, at least that's what I think :)). However, I'd like to announce the new version for the postmaster mail account package which is supposed to access POP3(S) and IMAP(S) mail accounts. Please feel free to download and evaluate it. Any comments, ideas for improvements or hints/bugfixes for mistakes I may have made are welcome. http://www.cape-it.de/download/Postmaster%20Mail%20Account-0.1.0.opm http://www.cape-it.de/download/Postmaster%20Mail%20Account-0.1.0.opm.gz regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 pgp-key: 0x292F987D fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.3 (GNU/Linux) iD8DBQFGA6PcvXo8m5PgoXQRAum3AJ9l4uHzgrGKbDz+pnPYVqFzpL4aAQCfeshT mpBxU9xolTiBZ8eRAZVkAJc= =tsc/ -----END PGP SIGNATURE-----

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[Feature] SQL-Slow-Log in Kernel::System::DB
by Martin Edenhofer 27 Jun '07

27 Jun '07

Hi, JFI, because of some database problem, we implemented a slow log feature to Kernel::System::DB which logs any slow sql queries (> 4 sec). It is in cvs head and can be enabled via Kernel/Config.pm (Database::SlowLog). For more info see Kernel/Config/Defaults.pm. PS: For all Fred users, it will automatically enabled if you install Fred. Greetings, -Martin ((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 http://www.otrs.com/ :: Communication with success!

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TicketFreeText: show Text instead of Keys?
by Gerhard Weber 26 Jun '07

26 Jun '07

Hi everybody, I'm using free text fields. In the agent view I can see only the *keys* instead of the *text*. Is there a reason behind this behaviour? To be more specific: I defined a free text field: $Self->{'TicketFreeKey1'} = { 'cnt' => 'Country' }; $Self->{'TicketFreeText1'} = { 'MT' => 'Malta', 'PT' => 'Portugal', 'TV' => 'Tuvalu', } If a customer creates a ticket, she gets a select box with Malta, Portugal and Tuvula (e.g. <option value="TV">Tuvalu</option>). But if I take a look at the new ticket, I only get the keys: cnt: TV This happens in agent view (AgentTicketZoom, AgentTicketQueue) as well as in customer view (CustomerTicketZoom). For TicketFreeKey1 I could use the same string for key and text: $Self->{'TicketFreeKey1'} = { 'Country' => 'Country' }; But I'd like to keep the keys ('MT', 'PT', 'TV') and see the text. That's what I thought keys are good for ;) Is there any config option or somethin' else? If not, I'd have to change it in the source code. I'd like to do this at "bottom"-level - while loading the tickets. IMHO in Ticket::TicketGet() for zoom view and in Article::ArticleGet() for non zoom view. Somethin' like $Ticket{TicketFreeText2} = defined($Row[19]) ? $Row[19] : ''; $Ticket{TicketFreeText2} = defined($Row[19]) ? $Self->{ConfigObject}->Get('TicketFreeText2')->{$Row[19]} : ''; Anybody knows if there would be any problems or side effects with this approach? Greetings and thanks in advance, Gerhard

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[Fwd: Help with installation workaround - URGENT]
by Pako Ikgopoleng 21 Jun '07

21 Jun '07

Hi again gents; what do I need to look at in order to adopt otrs to the below directory setting. I've been going through the Config.pm & Defaults.pm but am a bit lost ; usually thats where I'd start if I want to change something. See email below. Thanks again. -------- Original Message -------- Subject: Help with installation workaround - URGENT Date: Wed, 20 Jun 2007 18:54:12 +0200 From: Pako Ikgopoleng <pakoi(a)informatix.co.bw> To: dev(a)otrs.org Hi everyone; am really STUCK. My ISPs policy does not allow the type of apache configuration in the installation guide; I've tried a few stuff but came up with nothing. somehow I have to fit the otrs installation settings into the following which is the default server conf. Where there is otrs-2.x.x is my doing. I suspect this might require me to go into the code or the Config.pm and Defaults.pm and possibly more. If there is anybody out there who can assist please do. The cronjobs and database have been successfully setup though and am receiving the emails sent by cron. <VirtualHost 10.x.x.x:80> ServerAdmin webmaster(a)mysite.org DocumentRoot /home/mysite.org ServerName mysite.org ServerAlias www.mysite.org <IfModule mod_php4.c> AddType application/x-httpd-php .php3 AddType application/x-httpd-php .php AddType application/x-httpd-php-source .phps </IfModule> AddHandler cgi-script .cgi AddHandler cgi-script .pl ScriptAlias /cgi-bin "/home/mysite.org/cgi-bin" # TransferLog enabled RLimitCPU 10 20 RLimitMEM 6291456 6291456 RLimitNPROC 3 5 # This fails too. I suspect the Alias /otrs-web/ coz they dont allow such # directory mapping. ScriptAlias /otrs-2.1.7/bin/cgi-bin "/home/mysite.org/otrs-2.1.7/bin/cgi-bin" <DIRECTORY /home/mysite.org> OPTIONS Indexes ExecCGI FollowSymLinks AllowOverride All </DIRECTORY> IndexOptions FancyIndexing </VirtualHost> Regards Pako

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Help with installation workaround - URGENT
by Pako Ikgopoleng 20 Jun '07

20 Jun '07

Hi everyone; am really STUCK. My ISPs policy does not allow the type of apache configuration in the installation guide; I've tried a few stuff but came up with nothing. somehow I have to fit the otrs installation settings into the following which is the default server conf. Where there is otrs-2.x.x is my doing. I suspect this might require me to go into the code or the Config.pm and Defaults.pm and possibly more. If there is anybody out there who can assist please do. The cronjobs and database have been successfully setup though and am receiving the emails sent by cron. <VirtualHost 10.x.x.x:80> ServerAdmin webmaster(a)mysite.org DocumentRoot /home/mysite.org ServerName mysite.org ServerAlias www.mysite.org <IfModule mod_php4.c> AddType application/x-httpd-php .php3 AddType application/x-httpd-php .php AddType application/x-httpd-php-source .phps </IfModule> AddHandler cgi-script .cgi AddHandler cgi-script .pl ScriptAlias /cgi-bin "/home/mysite.org/cgi-bin" # TransferLog enabled RLimitCPU 10 20 RLimitMEM 6291456 6291456 RLimitNPROC 3 5 # This fails too. I suspect the Alias /otrs-web/ coz they dont allow such # directory mapping. ScriptAlias /otrs-2.1.7/bin/cgi-bin "/home/mysite.org/otrs-2.1.7/bin/cgi-bin" <DIRECTORY /home/mysite.org> OPTIONS Indexes ExecCGI FollowSymLinks AllowOverride All </DIRECTORY> IndexOptions FancyIndexing </VirtualHost> Regards Pako

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OTRS Admin HELP
by Pako Ikgopoleng 15 Jun '07

15 Jun '07

Hi guys ; I seem to disabled the AdminFront End module; I cannot acces the Admin Area or SysConfig to change it back; I tried replacing the Config.pm and Defaults.pm files with the unedited ones from the tar archive but it has not helped, please assist. I suspect its somewhere on the DB if there is anyone who can point me in the correct direction please do. Thanks.

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OTRS 2.2: native ticket types - example, documentation?
by Gerhard Weber 13 Jun '07

13 Jun '07

Hi everybody, I just installed OTRS 2.2 beta 4. One of the reasons for choosing OTRS was the new 2.2 feature "native ticket types". Quoting the documentation (http://doc.otrs.org/2.2/en/html/x48.html#new-features-of-2.2): "Support of native ticket types: Ticket types can now be managed over the admin interface. You do not longer need to use ticket free text field for this purpose. Installations which already use a ticket free text field for ticket type classification do not need to migrate. This feature will also be shown in zoom and print view for agents and customers and can be changed via the agent interface." I didn't found anything else about this in the documentation or in the webinterface. The only thing I found was an unanswered question from May 2007 (http://www.mail-archive.com/otrs@otrs.org/msg17660.html). Could somebody point me in the right direction how to configure and use native ticket types? Thanks in advance, gerhard -------------------------------------------- Thus spake the master programmer: "Though a program be but three lines long, someday it will have to be maintained." Gerhard Weber Systementwicklung --- Computer Manufaktur GmbH Reichenberger Str. 36 10999 Berlin Tel: +49 (30) 2124 895-0 Fax: +49 (30) 2124 895-40 g.weber(a)computer-manufaktur.de www.computer-manufaktur.de Geschäftsführer: Christian Gehrke Amtsgericht Berlin Charlottenburg HRB 75 996

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permission-checks in CustomerFrontend::Module not implemented yet?
by Alexander Scholler 13 Jun '07

13 Jun '07

Hi, could it be that the permission-checks due to configured restrictions who gets an icon displayed like CustomerFrontend::Module###CustomerTicketOverView -> Group -> GroupRW are not yet implemented for CustomerFronted (but is implemented for agent's Frontend) Resitrictions on special groups don't work for my OTRS v2.1.4, all icons are displayed although the customer has not the group-memberships required through Module-registration. I could find permission-checks in Layout.pm for the agent-webgui, but not for the customer-webgui. Bye, Alex

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RE: [dev] OTRS slow/fast for different accounts
by Johan Björni 01 Jun '07

01 Jun '07

When a user clicks on for example the admin ikon the follwing sql is run: SELECT ar.id as ca, st.name, ti.id, ar.create_by, ti.create_time_unix, ti.until_time, ts.name, tst.name FROM ticket ti, article ar, article_sender_type st, ticket_state ts, ticket_state_type tst WHERE ti.ticket_lock_id not IN ( 1, 3 ) AND ti.user_id = 6 AND ar.ticket_id = ti.id AND st.id = ar.article_sender_type_id AND ts.id = ti.ticket_state_id AND ts.type_id = tst.id ORDER BY ar.create_time DESC ; On my system this takes 2-4 secs for users with many processed tickets. I changed the SQL to: SELECT STRAIGHT_JOIN ar.id as ca, st.name, ti.id, ar.create_by, ti.create_time_unix, ti.until_time, ts.name, tst.name FROM ticket ti, article_sender_type st, ticket_state ts, ticket_state_type tst, article ar WHERE ti.ticket_lock_id not IN ( 1, 3 ) AND ti.user_id = 6 AND ar.ticket_id = ti.id AND st.id = ar.article_sender_type_id AND ts.id = ti.ticket_state_id AND ts.type_id = tst.id ORDER BY ar.create_time DESC; This gives me an instant answer. The STRAIGHT_JOIN forces MySQL-optimzer to use the same table order as in the SQL. By letting the article table be the last table in the join the query runs fast. Next I have to find the code that issues this query and alter it.... Is this still not developent related :)? //Johan -----Original Message----- From: dev-bounces(a)otrs.org [mailto:dev-bounces@otrs.org]On Behalf Of Johan Björni Sent: den 1 juni 2007 09:50 To: Development community of OTRS.org Subject: RE: [dev] OTRS slow/fast for different accounts Hi Martin, Thanks for your reply, >Hi Johan, > >Johan Björni schrieb: > >> When I as an admin logs in everything works well and the >> server response is almost instant. When a normal user >> uses the system everything takes a while, some seconds >> for the page to load. >> >> I tried to give me the same rights as a normal user >> but the server is still fast. >> It seams like the system gets slower depending on how >> many tickets the user has processed totally. Can this >> be true ? >> >> Any hints in how to troubleshoot this problem further. >> >> The otrs version is 2.0.4 with mysql-4.1.20 as db running >> on RHEL 4, apache. >> The db is 332 MB 2xXeon 3,4G/2M, 1GB. > >It's off topic, it's not development related. Sorry for that, I have to go through the list definitions more carefully. > >Anyway, here some feedback. ,-) > >The performance can depend on how many open ticket you have. >For example there is a difference if you use escalation times >and you have 100 or 10.000 open ticket in your system. > >So the system has to check the escalation times for every >ticket. So it's different if you have to 100 open or to >10.000 open ticket access. :) > >But it's not important how many tickets a user has processed in the past. Interesting, one of my testusers have 0 open tickets, the whole system has 86 open tickets (as show when I search for open tickets). When the testuser clicks the admin button it takes 5-6 sec, when I click the admin button the response is direct. Seams like I have to figure out how to get a sql-trace from mysql to see whats really going on. Many Thanks for your input, have a nice weekend! > > -Martin > >((otrs)) :: OTRS GmbH :: Europaring 4 :: D - 94315 Straubing > Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 > http://www.otrs.com/ :: Communication with success! > > _______________________________________________ OTRS mailing list: dev - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/dev To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

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