August 2013 - dev - OTRS mailing lists

How to show only one ticket state
by Guillermo Alberto Rosas Pereira 30 Aug '13

30 Aug '13

I have several ticket STATES, which for type OPEN are: * Open successful * Open * Open by X * Open by Y How can I configure the Next Ticket State field on "Agent Ticket Phone" to show ONLY one of those states and not the whole OPEN category. From Sysconfig, I can only configure the Next Ticket State to show or hide a whole category: Ex: hide ALL states configured as type OPEN or show ALL states configured as type CLOSED, etc. I need to show only the state OPEN SUCCESFUL, but not the rest of the states configured as type OPEN. I will appreciate your help .

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ACL on Queue
by Rocco Tocci 28 Aug '13

28 Aug '13

Hi guys I've added this ACL to limit the list of queues based on company : on Service e SLA works fine but on Queue not work any suggestions? $Self->{TicketAcl}->{'02-basic'} = { Properties => {Frontend => { Action => ['AgentTicketPhone'], }, CustomerUser => { UserCustomerID => ['ITALIALOGISTICA_PT'] }, }, Possible => { Ticket => { Queue => ['TBS-OP::CS::FIELD SUD::ItaliaLogistica'], # Service => [], # SLA => ['Ripr.240min_L-D:H24'], }, }, }; My OTRS is 3.0.10 -- 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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Remove specific queue from company tickets
by Georg Schönberger 27 Aug '13

27 Aug '13

Hi there, I am currently trying to remove the tickets from a specific queue in the "company tickets" from "customer.pl". I know how to disable it completely (via ModuleRegistration), but then the complete dialogue disappears. Is there a way to only remove tickets from a specific queue in the company tickets view? This would be some sort of exclude list to the company ticket view. Thanks for your help in advance, Georg -- : Georg Schönberger : Research & Development Executive : Thomas-Krenn.AG | The server-experts : http://www.thomas-krenn.com | http://www.thomas-krenn.com/wiki

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Dynamic field on customer does not show on Agent ticket overview
by Guillermo Alberto Rosas Pereira 22 Aug '13

22 Aug '13

I created a new Ticket Dynamic Field and activated on the customer interface (its a 'date' field). Now, from the agent interface, how does the agent see the value that was introduced on the customer dynamic field?. At first I thought that it would show on the Ticket Information panel on the agent interface, but it doesn't. Am I missing something? Thanks in advance.

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Template Generator with large number of DynamicFields was very slow
by Keith Moore 21 Aug '13

21 Aug '13

We were taking advantage of the ProcessManagement functionality and using a lot of DynamicFields to provide a much more fielded workflow of certain functions such as Release Management when we started to notice performance of Notifications decline, to the point each notification was taking 6+ seconds. After quite a bit of investigation the root cause was in TemplateGenerator.pm. The system loads up every single active DynamicField, loads it's Key and Viewable Value and creates a large hash that it then cycles through and attempts to do a string replace. This is especially painful since we didn't even use any DynamicFields in our response templates. Therefore I patched ours to find out which fields are needed and only load those. It resolved our performance issue while maintaining the functionality. Providing the patch here, in case you want to include it in a future release. -- Keith Moore TemplateGenerator.patch<https://docs.google.com/file/d/0B5_W7RGI9GFpUzhJQ3pWLTRnMlE/edit?usp=drive_…>

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Why is pending date always set 24 hours in the future?
by Guillermo Alberto Rosas Pereira 16 Aug '13

16 Aug '13

Hi guys, I have a doubt: Every time I'm going to set a ticket as PENDING, there is a Date Field that is set 24 hours in the future by default. Why is that? What happens after those 24 hours (or whatever date I set in the future whereas is a minute, an hour, or X days) have passed? Thanks a lot for your help Guillermo Alberto Rosas Pereira | ITIS Metrics IMPORTANT: The documents and files attached to this transmission contain confidential information that must be kept secret by law. This information is for the exclusive use of the specified recipient whose name appears in this transmission. If you have received this message by mistake, please notify us immediately by return e-mail and delete the file and its attachments. You are hereby notified that any dissemination, copying, distribution or adoption of any action arising from the confidential information contained herein is strictly prohibited. Any violation will be penalized by law. IMPORTANTE: Los documentos y archivos que se acompañan a esta transmisión, contienen información confidencial la cual es legalmente secreta. Esta información puede ser usada únicamente por el destinatario cuyo nombre aparece inserto en esta transmisión. Si usted ha recibido esta transmisión por error, notifíquenos inmediatamente por esta misma vía, y borre el archivo y sus anexos. Se hace de su conocimiento por medio de esta nota, que cualquier divulgación, copia, distribución o toma de cualquier acción derivada de la información confiada en esta transmisión, queda estrictamente prohibido, el incumplimiento de esto genera responsabilidad legal. ser processado por ley.

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OTRS Suspiciously slow
by McMahon, Mike (HQP) 09 Aug '13

09 Aug '13

Howdy All, No matter the platform MySQL or PostgreSQL I am getting painfully slow performance in OTRS with even just a few hundred tickets. We're talking load times of almost 30-40 seconds to get the AgentTicketQueue to come up. I'm not sure what is going on - even the support assessment tool reports absurdly high times. Ranging from 10-20 seconds depending on whether it is a SQL insert/update/create...etc What is going on guys? Where can I start to look at this. It really seems to be the AgentTIcketQueue that causes the most problem (or any view that shows lots of tickets at once). :( :( Best Regards, Mike McMahon

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Question on Sync the Customer
by Rocco Tocci 02 Aug '13

02 Aug '13

Hi guys, I would like confirmation from you that at present there is no synchronization for customers. For what I know, you can: 1. Authenticate clients on one of the backend provided in config.pm (es.LDAP) 2. Access the backend configured to select the customer But it is not possible, as for the agents, associate a customer to a group to enable him to enter ticket via customer panel To do this you must create them on the local OTRS DB, correct? 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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