July 2003 - otrs - OTRS mailing lists

RE: [otrs] OTRS with ActivePerl 5.8.0?
by Jason Taylor 24 Jul '03

24 Jul '03

I couldn't find a working Net::DNS package. Other than that, everything seems just fine. I hacked the file (don't remember which one at the moment as this was a few weeks ago now) that deals with the DNS lookups to look for nslookup in whatever directories are in the PATH environment variable instead of whatever it had been looking in (some hard coded directories I think. Typical stuff like /bin /usr/bin, etc.). Jonathan Cutting wrote: > Hi, > > Can anyone confirm that OTRS will work with ActivePerl 5.8.0 Build > 8xx? > > Thanks, > > Jonathan > > ____________________ > Jonathan Cutting > Integrated Biosystems > > _______________________________________________ > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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RE: Quoting the agent reply
by Charles R. "Rusty" Thompson 24 Jul '03

24 Jul '03

>>Our agents raised the issue that sometimes there is a situation where one agent answers a ticket and then another, more senior agent wants to add something. The best would be to quote the junior agent reply. This is not possible today - you can only answer when focused on the customer last answer.<< Moshe, We had a similar situation. Our tech guys often need to browse through the message base while writing an answer. Sometimes they have to use notepad to write the response while browsing then finaly paste the whole thing in a reply. The only (temporary) workaround I found was to hack TicketStdResposeString in Agent.pm and set the A target to _blank. Actually what I did was added a small 'new window' icon next to each link. So when they click a reply text link, it opens in the same window... if they click the reply, it opens in a second window. So now when replying, the reply window is in a secondary window and the message thread is in the previous. After posting the reply, the agent simply closes the top window. I know it's hacky, but it works until we can come up with a better solution. And that allows me to bring up a question in case Martin or any of the other guys are reading this. Why is $Env{'images'} not available to Agent.pm? I get Internal server errors every time I try to use it. I had to hard code the image path with my hack to get things going. Charles

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Utilites - Open Tickets
by Paul Rhein 24 Jul '03

24 Jul '03

Hi , We run OTRS 1.1.2 under Red Hat 8.0 on a 2-way compaq server, about 40 agents and ca. 400 tickets a day (mostly phone view for now) handeling 200 k customers. First of all: OTRS is absolutely great, thanks for sharing it !! Been live with OTRS for about three weeks (and incrfeasingly happy about it) I have a few questions: 1) We get a lot of spam and virus detected mails which I procmail to the "Virus" queue. I wrote an GenericAgent.pm to "close-successfull" those tickets. Does the Generic Agent produce any log file or debug information ? If so where can I find it ? 2) We also have a lot of faxes (as pdf attachements) entering into the system. Any experience with OCR (*.pdf to *.txt converters) and OTRS? Would you address this via Generic Agent and CMD ? 3) I would like to see more lines under ADMINSTRATOR SYSTEM LOG. 4) mysql I changed the customer_user table adding phone number and adress information then I loaded about 750 K records into customer_user. As a result the phone view "SEARCH CUSTOMER" took around 8 seconds to find the customer. I read some doc and then I added a few indexes in the db and changed the queries. I think this could be useful to other people too, I would like to share this, where should I post it ? Can we migrate the db to mysql 4.0 ? Experience ? Is it scheduled ? What release ? Thanks for the help and your soft. It is bitching good ! Paul Rhein EPT Luxembourg ---------------------------------------------------------------------------------------------------------------------- Electronic information is not secure, therefore the Entreprise des Postes et Telecommunications accepts no responsibility whatsoever for the contents of this message, which is intended for the addressee only. Its contents and any attached files are strictly confidential. If you have received this message in error, please telephone the following number 4765-1.

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how to make index.pl as default page
by Imran Ali 24 Jul '03

24 Jul '03

I have my site running on some thing like: http:localhost:8081/otrs/index.pl what i need is tht typing just http:localhost:8081/otrs/ should go to index.pl (by default)..... I have Apache 1.3, Win2k and i have already tried adding index.pl in <directoryindex> entry of httpd.conf.... any help is greatly appriciated Regards Imran

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Time Tracking
by Jason Joines 24 Jul '03

24 Jul '03

It looks like we are going to deploy OTRS as the Ticket System for my organiztion. Other organiztions have asked me for sugggestions. However, one of their requirements is the ability for each Tech that works on a ticket to be able to enter the amount of time they spent on it. The management wants to be able to see how much time was spent on various things. I didn't see any mention of this kind of functionality in the manual. Is this capability available or does anyone have any ideas for how to add it? Thanks, Jason Joines Open Source = Open Mind ========================

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external html form
by otrs＠ignore.mine.nu 24 Jul '03

24 Jul '03

Hello Martin, I've been trying to use OTRS in combination with our current customer-administration-software. Our software is webbased. What I need is to be able to push a button on a webform, and automagically open the otrs-page 'index.pl?Action=AgentPhone'. The tricky part: I want our customerID already filled in on your AgentPhone-form. But I don't know what files to edit to enable this. Or what <input>-tag to put in my form to get our CustomerID in your AgentPhone. Any help is much appreciated! Many Thanks! -- Maarten <otrs(a)ignore.mine.nu>

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Customer_user phone view speed up
by Paul Rhein 24 Jul '03

24 Jul '03

Hi all, As Martin proposed I want to post my first contribution here. Feedback is welcomed. Do you think this is useful ? Any chance to include this or similar into a future release ? Gruss -paul Problem description: In OTRS 1.1.2 with mysql, if "customer_user" table has a lot of entries the "phone view" customer search gets slow. This is mainly due to the fact that mysql only uses one index per query and OTRS porduces a "where clause" with ORed Like conditions. In my set up to search through 750 000 entries on 4 searchable fields (phone, email, last_name, customer_id) it took up to 8 seconds to produce a result. Idea: Have one query per search field and define one index per the searchable field in mysql. Add a switch in Config.pm to switch this on Result: It really flies again. In my setup answer time is < 0.01 seconds. Counter indication: If you enter a criteria starting with * or % the query might take (searchable fileds ) * longer than the original otrs code. The mysql indexes are not usable in those cases. What you need to do (5 things you shall be prepared to do): 1) Add some fields to the customer_user table mysql> show columns from customer_user +-------------+--------------+------+-----+---------------------+----------------+ | Field | Type | Null | Key | Default | Extra | +-------------+--------------+------+-----+---------------------+----------------+ | id | int(11) | | PRI | NULL | auto_increment | | login | varchar(100) | | UNI | | | | email | varchar(150) | | MUL | | | | customer_id | varchar(200) | | MUL | | | | pw | varchar(50) | | | | | | salutation | varchar(50) | YES | | NULL | | | first_name | varchar(100) | | | | | | last_name | varchar(100) | | MUL | | | | valid_id | smallint(6) | | | 0 | | | comment | varchar(250) | | | | | | create_time | datetime | | | 0000-00-00 00:00:00 | | | create_by | int(11) | | | 0 | | | change_time | datetime | | | 0000-00-00 00:00:00 | | | change_by | int(11) | | | 0 | | | phone | varchar(255) | YES | MUL | NULL | | | address | varchar(255) | YES | | NULL | | | info_source | varchar(10) | YES | | otrs | | | line_card | varchar(50) | YES | | NULL | | | icms_id | varchar(50) | YES | | NULL | | +-------------+--------------+------+-----+---------------------+----------------+ 2) create indexes on the searchable fileds +---------------+------------+-------------+--------------+-------------+-----------+-------------+----------+--------+---- -----+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Com ment | +---------------+------------+-------------+--------------+-------------+-----------+-------------+----------+--------+---- -----+ | customer_user | 0 | PRIMARY | 1 | id | A | 747536 | NULL | NULL | | | customer_user | 0 | login | 1 | login | A | 0 | NULL | NULL | | | customer_user | 1 | phone | 1 | phone | A | 747536 | NULL | NULL | | | customer_user | 1 | customer_id | 1 | customer_id | A | 186884 | NULL | NULL | | | customer_user | 1 | last_name | 1 | last_name | A | 93442 | NULL | NULL | | | customer_user | 1 | email | 1 | email | A | 57502 | NULL | NULL | | +---------------+------------+-------------+--------------+-------------+-----------+-------------+----------+--------+---- -----+ 6 rows in set (0.00 sec) 3) Source changes 3) A) DB.pm in ../Kernel/System/CustomerUser after # -- # max shown user a search list # -- $Self->{UserSearchListLimit} = 250; # -- # config options # -- add this # ept changes begin $Self->{EPTCustomerUserSearch} = $Self->{ConfigObject}->Get('CustomerUser')->{Params}->{EPTCustomerUserSearch}; # ept changes end and after this (around line 170) $SQL .= " FROM " . " $Self->{CustomerTable} ". " WHERE "; add this # ept changes 2003.07.14 dinparh begin if ($Param{Search} && $Self->{EPTCustomerUserSearch} ){ $Param{Search} =~ s/\*/%/g; foreach (@{$Self->{ConfigObject}->Get('CustomerUser')->{CustomerUserSearchFields}}) { my $ept_SQL = $SQL. " $_ LIKE '".$Self->{DBObject}->Quote($Param{Search})."' "; #get data from db $Self->{DBObject}->Prepare(SQL => $ept_SQL, Limit => $Self->{UserSearchListLimit}); while (my @Row = $Self->{DBObject}->FetchrowArray()) { foreach (1..8) { if ($Row[$_]) { $Users{$Row[0]} .= $Row[$_].' '; } } $Users{$Row[0]} =~ s/^(.*\s)(.+?\@.+?\..+?)(\s|)$/"$1" <$2>/; } } return %Users; } # ept changes 2003.07.14 dinparh end 3) B) in ../Kernel/Config.pm after: $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', add this: EPTCustomerUserSearch => 1, 4) You might want to adjust $Self->{UserSearchListLimit} in config.pm ---------------------------------------------------------------------------------------------------------------------- Electronic information is not secure, therefore the Entreprise des Postes et Telecommunications accepts no responsibility whatsoever for the contents of this message, which is intended for the addressee only. Its contents and any attached files are strictly confidential. If you have received this message in error, please telephone the following number 4765-1.

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Quoting the agent reply
by Moshe Livne (Leibovitch) 24 Jul '03

24 Jul '03

Hi, Our agents raised the issue that sometimes there is a situation where one agent answers a ticket and then another, more senior agent wants to add something. The best would be to quote the junior agent reply. This is not possible today - you can only answer when focused on the customer last answer. Can it be done? Regards, Moshe

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Re: [otrs] Utilites - Open Tickets
by Paul Rhein 24 Jul '03

24 Jul '03

Hi Martin, hi Peter, Thanks for your help. Yes I do see an interest (hope I'm not the only one !). Paul "web4.hm - Peter Padberg" <Peter.Padberg(a)web4.hm>@otrs.org on 23-07-2003 15:52:29 Please respond to otrs(a)otrs.org Sent by: otrs-admin(a)otrs.org To: otrs(a)otrs.org cc: Subject: Re: [otrs] Utilites - Open Tickets > > Look at the pdf converter from phpMySearch.web4.hm. > > It was in php, but it works. > > Cool! :) @Martin: Do you have any interests to include pdf2html sxw2html doc2html xls2html converter in otrs? Shell I support this for otrs? -- _________________________________________________________________ Peter Padberg Pyrmonter Str. 42 Webagentur web4.hm 31789 Hameln Geschaeftsfuehrung Germany Telefon: +49-5151 60 99 70-0 Peter.Padberg(a)web4.hm Telefax: +49-5151 60 99 70-1 http://web4.hm _________________________________________________________________ _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

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AW: [otrs] problems with stats- SuSE 8.0
by "Gärtner, Uwe" 24 Jul '03

24 Jul '03

Sorry, i found the answer in the archiv somewhere. mkStats.pl produce the diagrams only if in ..../otrs/var/cron/stats the line to invoke mkStats.pl is uncommented. If i run perl mkStats.pl manuell i the the diagramm in otrs. Uwe Gärtner -----Ursprüngliche Nachricht----- Von: "Gärtner, Uwe" [mailto:Uwe.Gaertner@logicacmg.com] Gesendet: Donnerstag, 24. Juli 2003 10:24 An: 'otrs(a)otrs.org' Betreff: [otrs] problems with stats- SuSE 8.0 Hello, i installed otrs on SuSE 8.0 via rpm after installation i see no diagrams. I read the documentation and afterwards i installed the missing GD::graph and ::text modules. Otrs.checkModules found all modules i restart the webserver and otrs, but can't see any diagrams in otrs. What's wrong?? with best regards Uwe Gärtner This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.

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