June 2013 - dev - OTRS mailing lists

Delete command for DB Object not working
by Jignesh Kakka (jkakka) 28 Jun '13

28 Jun '13

Hi Team, I am calling Do method of DBObject and passing this statement delete from customer_user where login = 'test123' this returns me 1 in response every time and when I pass select login from customer_user where login = 'test123' this also returns me 1 in response. Is this issue with otrs or is there some caching happening? Thanks, Jignesh

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alter database SOPM
by McMahon, Mike (HQP) 25 Jun '13

25 Jun '13

All, Is there a way to alter a database via the SOPM to change a FK relationship? I found that I was unable to delete tickets in the system (we have a queue for deleting junky/spam tickets) when one of our custom integrations already had a db entry for it. Here is the setup Cost_estimate => FK relationship on ticket_id So when I try to delete a ticket in the system, the system complains that it's violating the FK relationship on cost_estimate. I need to update the SOPM to alter the key relationship so that deletes are okay (and will cascade/delete entries from the cost_estimates database). Additionally I need to update the TableCreate statement to include a proper FK relationship. How do I do this?? Best Regards, Mike

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James Crawford 5968 is out of the office.
by james.crawford.5968＠northumbria.pnn.police.uk 20 Jun '13

20 Jun '13

I will be out of the office starting 19/06/2013 and will not return until 21/06/2013. I will respond to your message when I return. If your email is urgent, please contact the ICT Helpline on x69966 (01661 869966) or Stu Solan (9153) x49350 (0191 2956850). NORTHUMBRIA POLICE PRIVACY AND CONFIDENTIALITY NOTICE The information contained in this message and any attachment(s) is confidential and intended only for the attention of the named organisation or individual to whom it is addressed. The message may contain information that is covered by legal, professional or other privilege. No mistake in transmission is intended to waive or compromise any such privilege. This message has been sent over public networks and the sender cannot be held responsible for its integrity. If you are not the intended recipient be aware that any disclosure, copying, distribution or action taken in reliance of the information contained herein is strictly prohibited, and is contrary to the provisions of the Copyright Designs and Patents Act, 1988 and of the Data Protection Act, 1998. Any views expressed are those of the sender and, unless specifically stated, do not necessarily represent the view of Northumbria Police. We cannot accept any liability for any loss or damage sustained as a result of software viruses. It is your responsibility to carry out such virus checking as is necessary. If you have received this message in error, please notify the sender by e-mail at once and delete the message immediately. For more information about Northumbria Police please visit our website - http://www.northumbria.police.uk

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How Disable Agent Notifications?
by Rocco Tocci 19 Jun '13

19 Jun '13

Hi guys, you can disable Agent Notifications for some agents? I could not find anything in sysconfig, I think you need to change the module \system\Ticket\Article.pm. Has anyone had the same need? Any help is welcome Thanks Rocco -- Rocco Tocci Application Architect Strada Prov. 1 BariModugno n. 4 70123 Bari Italy Tel. +39 0803855483 TBS IT – Telematic & Biomedical Services Srl a socio unico Sede Legale : Via Giacinto Gallina, 4 – 34122 Trieste Tel. 040 - 92291 Sede Operativa : Via Francesco Bettini, 13 – 06034 Foligno Tel. 0742- 32661 C.F., P.IVA e Registro Imprese (TS) : 01165260322 Cap.Soc. € 8.000.000,00 i.v. una società di TBS Group SpA Ai sensi del D.Lgs. 196/2003 e della normativa internazionale, vi informiamo che questo messaggio è riservato esclusivamente al destinatario. Se esso vi fosse pervenuto per errore, vi invitiamo a eliminarlo immediatamente e a darcene comunicazione. Grazie. According to the Italian and international laws in force, we inform you that this message is reserved only for the addressee. If you are not the addressee, please delete it immediately and notify us. Thank you. P Per favore, pensa all'ambiente prima di stampare questo messaggio. Please, consider the environment before printing this e-mail.

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ITSM ConfigItem problem
by Jan Řežab 13 Jun '13

13 Jun '13

Hi All. I have problem with editing configitem in OTRS ITSM ConfigItem v 3.2.5. My definition (in attachments) look like this: [image: Vložený obrázek 1] Is it some bug? Thaks in advance for answar Jan

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Getting issue while installin on linux
by Jignesh Kakka (jkakka) 11 Jun '13

11 Jun '13

Hi , I have installed perl and all other required dependencies for otrs. I ran otrs.chechmodules.pl also to check if something is missing Somehow while starting httpd/apache I get this error Can't locate version.pm in @INC (@INC contains: /usr/Custom /usr/Kernel/cpan-lib /usr /opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib64/perl5/site_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/site_perl/5.8.8 /usr/lib/perl5/site_perl /usr/lib64/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.8 /usr/lib/perl5/vendor_perl /usr/lib64/perl5/5.8.8/x86_64-linux-thread-multi /usr/lib/perl5/5.8.8 . /etc/httpd) at /opt/otrs/Kernel/cpan-lib/IO/Interactive.pm line 3.\nBEGIN failed--compilation aborted at /opt/otrs/Kernel/cpan-lib/IO/Interactive.pm line 3.\nCompilation failed in require at /opt/otrs//Kernel/System/Encode.pm line 17.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/System/Encode.pm line 17.\nCompilation failed in require at /opt/otrs//Kernel/System/Log.pm line 15.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/System/Log.pm line 15.\nCompilation failed in require at /opt/otrs//Kernel/System/Web/InterfaceAgent.pm line 19.\nBEGIN failed--compilation aborted at /opt/otrs//Kernel/System/Web/InterfaceAgent.pm line 19.\nCompilation failed in require at /opt/otrs/scripts/apache2-perl-startup.pl line 69.\nBEGIN failed--compilation aborted at /opt/otrs/scripts/apache2-perl-startup.pl line 69.\nCompilation failed in require at (eval 2) line 1.\n [Tue Jun 11 15:58:08 2013] [error] Can't load Perl file: /opt/otrs/scripts/apache2-perl-startup.pl for server Thanks, Jignesh

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Re: [dev] CustomerUser permission in TicketSearch
by Juan Manuel Clavero Almirón 11 Jun '13

11 Jun '13

I'm sorry, my bad, it's been a stupid question: CustomerTicket::Permission needs a TicketID. De: Juan Manuel Clavero Almirón Enviado el: martes, 11 de junio de 2013 10:23 Para: dev(a)otrs.org Asunto: CustomerUser permission in TicketSearch Hi all, Is there a reason why TicketSearch does only CustomerUser Group Check and won't use the full CustomerTicket::Permission modules defined? Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an Active Directory for Agents and Customers.

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CustomerUser permission in TicketSearch
by Juan Manuel Clavero Almirón 11 Jun '13

11 Jun '13

Hi all, Is there a reason why TicketSearch does only CustomerUser Group Check and won't use the full CustomerTicket::Permission modules defined? Kind regards, Juan Clavero OTRS 3.1 on CentOSLinux [Apache and MySQL ] connected to an Active Directory for Agents and Customers.

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James Crawford 5968 is out of the office.
by james.crawford.5968＠northumbria.pnn.police.uk 08 Jun '13

08 Jun '13

I will be out of the office starting 31/05/2013 and will not return until 10/06/2013. I will respond to your message when I return. If your email relates to the RDA Project, please contact Martin Ibbotson (5271) on x49403. If your email is urgent, please contact the ICT Helpline on x69966 (01661 869966) or Stu Solan (9153) x49350 (0191 2956850). NORTHUMBRIA POLICE PRIVACY AND CONFIDENTIALITY NOTICE The information contained in this message and any attachment(s) is confidential and intended only for the attention of the named organisation or individual to whom it is addressed. The message may contain information that is covered by legal, professional or other privilege. No mistake in transmission is intended to waive or compromise any such privilege. This message has been sent over public networks and the sender cannot be held responsible for its integrity. If you are not the intended recipient be aware that any disclosure, copying, distribution or action taken in reliance of the information contained herein is strictly prohibited, and is contrary to the provisions of the Copyright Designs and Patents Act, 1988 and of the Data Protection Act, 1998. Any views expressed are those of the sender and, unless specifically stated, do not necessarily represent the view of Northumbria Police. We cannot accept any liability for any loss or damage sustained as a result of software viruses. It is your responsibility to carry out such virus checking as is necessary. If you have received this message in error, please notify the sender by e-mail at once and delete the message immediately. For more information about Northumbria Police please visit our website - http://www.northumbria.police.uk

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Get Tickets consuming too much time when loaded for 500 users
by Jignesh Kakka (jkakka) 07 Jun '13

07 Jun '13

Hi , I am trying to do a load testing on my application which is using OTRS Helpdesk I am using nph-generic ticket connector to get tickets When I am doing a load testing for 500 concurrent users, the response times are very high reaching 20-30 seconds. I tried increasing threads of apache, but that worked to very less extent. Any help is appreciated. Thanks, Jignesh

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