September 2008 - 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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Memory Leak in OTRS with FastCGI ?
by J.J. 29 Sep '08

29 Sep '08

hi List, i run OTRS 2.3.2 with ITSM 1.2.1 on a 64bit Fedora 8 Box with 4 GB RAM, FastCGI, Apache 2.2 I got a OOM-Killer (Out Of Memory) message and investegated about it, i think OTRS is the memory-leaker. After otrs is freshly started i got about 300MB Memory used, but when it runs for about 20 Minutes and handles some requests, memory usage on the server grows to 1500MB Memory used, growing, growing, until OOM-Killer strikes back. I use default FastCGI Config for otrs. Maybe some of you guys can give me feedback about this, what do you think about it? ----- FastCGI Config: FastCgiServer /opt/otrs/bin/fcgi-bin/index.fpl -processes 10 -idle-timeout 20 -flush FastCgiServer /opt/otrs/bin/fcgi-bin/customer.fpl -processes 10 -idle-timeout 20 -flush ----- I also played around with some FastCGI Parameters, but all attempts were useless... Until now i do a graceful restart of apache to avoid OOM, nonetheless some requests gets dropped, so this "solution" cannot be used forever... Thanks&Greets Jakob -- GMX Kostenlose Spiele: Einfach online spielen und Spaß haben mit Pastry Passion! http://games.entertainment.gmx.net/de/entertainment/games/free/puzzle/61691…

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Realname in CustomerStatusView (and common question about data)
by Mike Lykov 26 Sep '08

26 Sep '08

I'm forward conversation from otrs(a)otrs.org. In my case, I try to edit CustomerStatusView.dtl to replace owner login (in "Owner" column) with owner First/Last name. (it's for show to customers real human names instead internal logins). But what variable I must write to it instead $Quote{"$Data{"Owner"} ?? How to find out it? In CustomerNavigationBar.dtl there is a $Text{"Welcome %s", "$Env{"UserFirstname"} $Env{"UserLastname"} string, but it's about logged in customer name. I try $Data{"UserFirstname"}, but it's empty. I have to admit that I don't understand all structure of otrs variables system, and only try to guess, searchng in souce code. Are there is a list of explained data structures? Are there a common practice to do this work? -- Mike Lykov

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SLAGet Method
by Alistair McGlinchy 09 Sep '08

09 Sep '08

Hi I'm developing a little extension to OTRS and I noted an unusual requirement in the SLAGet method in the Kernel::System::SLA module. The method requires two arguments (SLAID and UserID) while all of the other <Object>Get methods (eg Group, Queue, Service) take a single "ID" as an argument. Reading the code I cannot see any use of the UserID except to bawk if the user hasn't provided one, and sticking in a random UserID works, but I wonder if I am missing something. Cheers Alistair

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can not get initial login
by JR 09 Sep '08

09 Sep '08

I used apt get install otrs2 in feisty/ubuntu. I set up db, user otrs is set for me in wizard. yet when finished I get a error error: access denied to user 'otrs'@'localhost' (using passingword:NO) Please tell me what to fix. thank you.

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Re: [dev] Ticket.pm enhancement
by cp-otrs＠web.de 04 Sep '08

04 Sep '08

Hi Martin, the diff for the TicketFreeTimeXOlderNow $Id: Ticket.pm,v 1.338 2008/08/03 15:26:35 martin Exp 3812a3818,3822 > # get tickets with freetime older then now > if ( $Param{'TicketFreeTime'.$_.'OlderNow'} ) { > $SQLExt .= " AND st.freetime$_ <= Now()"; > } > 4042c4052,4054 < $Param{TicketPendingTimeOlderDate} = $Time; --- > $Param{TicketPendingTimeOlderDate} = $Self->{TimeObject}->SystemTime2TimeStamp( > SystemTime => $Time, > ); 4049c4061,4063 < $Param{TicketPendingTimeNewerDate} = $Time; --- > $Param{TicketPendingTimeNewerDate} = $Self->{TimeObject}->SystemTime2TimeStamp( > SystemTime => $Time, > ); I have made some other extensions like a timestamp parameter in SetFreeTime and a limit in getHistory. see attached file Regards Christian > -----Ursprüngliche Nachricht----- > Von: "Martin Edenhofer" <me(a)otrs.com> > Gesendet: 02.09.08 16:29:31 > An: "Development community of OTRS.org" <dev(a)otrs.org> > Betreff: Re: [dev] Ticket.pm enhancement > Hi Christian, > > On Sep 1, 2008, at 15:42 , ch po wrote: > > how can I add some features to the sources of the living version of > > otrs? > > In this particular case I have extended Kernel/System/Ticket.pm to > > include a parameter OldState on the call to TicketEventHandlerPost > > because I have seen no other easy way to handle different actions on > > the same new state but different old states. > > Also I have added a TicketFreeTime<X>OlderNow To TicketSearch so I > > have not to first build the string-date for the actual time in > > generic agent if I want to have FreeTime as timer. > > > Sounds interesting! ;) > > a) TicketEventHandlerPost & additional option attributes > -=> Currently it's not done at all to give dedicated > params based on event to TicketEventHandlerPost() to > keep a clear (always the same) API. > So at the current state I would not say that it's > a good choose to do so. > > b) TicketFreeTime<X>OlderNow sounds good, can you post > it on the list? > > Greetings, > > -Martin > > -- > ((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing > Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 > http://www.otrs.com/ :: Communication with success! > > Address of record: Bad Homburg > Local Court: Bad Homburg, HRB 10751 > Tax number: 003/240/97505 > > Chairman: Burchard Steinbild > Chief Executive Officer: André Mindermann > > _______________________________________________ > 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 > _________________________________________________________________________ In 5 Schritten zur eigenen Homepage. Jetzt Domain sichern und gestalten! Nur 3,99 EUR/Monat! http://www.maildomain.web.de/?mc=021114

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Ticket.pm enhancement
by ch po 02 Sep '08

02 Sep '08

Hi, how can I add some features to the sources of the living version of otrs? In this particular case I have extended Kernel/System/Ticket.pm to include a parameter OldState on the call to TicketEventHandlerPost because I have seen no other easy way to handle different actions on the same new state but different old states. Also I have added a TicketFreeTime<X>OlderNow To TicketSearch so I have not to first build the string-date for the actual time in generic agent if I want to have FreeTime as timer. regards Christian ____________________________________________________________________ Psssst! Schon vom neuen WEB.DE MultiMessenger gehört? Der kann`s mit allen: http://www.produkte.web.de/messenger/?did=3123

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