July 2004 - otrs - OTRS mailing lists

Put ticket Print link in QueueView?
by Wes Plate 19 Oct '06

19 Oct '06

I would like to put a print link in Queueview, so that I don't have to first zoom in to a ticket in order to print it. How can this be done? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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How can I add some new internal Note Types
by Matthias Wegner 22 Jul '05

22 Jul '05

Hi OTRS Mailers, I would like to add some new Internal Note Type "Wartung". I added the new type to the "Article_type" table. But, as i understand it, i have to modify the "Default.pm" script. This is what i did: $Self->{DefaultNoteTypes} = { 'note-internal' => 1, 'note-external' => 2, 'note-report' => 3, 'Wartung' => 4, }; But even after this modification the drop Down Box of the "note" Form only lists "note-internal". What else is necessary ? Thank you. Matthias Wegner

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Pending auto close
by Stefan Testa 03 Dec '04

03 Dec '04

Ok. This feels like a very stupid question, but what is the difference between "Pending auto close +" and "Pending auto close -"? Stefan

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Can't Access AdminArea
by Marshall28 06 Aug '04

06 Aug '04

Does anyone know what I might have done to loose access to the AdminArea tab in OTRS. I can't do any administrative functions and can only create tickets. How do I regain admin access? thanks marshall

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Re: [otrs] Active Directory as customer backend
by Scott Millard 30 Jul '04

30 Jul '04

I'm using 2003 AD as my customer backend, it took me a while to get it working, but it works now. :) Scott Millard University of Central Florida Public Safety and Police 407-823-4699 smillard(a)mail.ucf.edu >>> robert.kehl(a)otrs.de 7/29/2004 7:28:48 AM >>> > Has anyone been able to configure OTRS to use Windows 2003 Active > Directory as the customer backend? If so, are there any quick and dirty > guides? > The install documents reference using LDAP as the backend, but I'm not > quite sure how AD <==> LDAP mappings would look. See the cvs version of the docs, the following chapter 11 is about AD integration: http://doc.otrs.org/cvs/en/html/ldap-integration.html hth, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388 _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/

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Patch for OTRS not using "References" header
by Rajiv 30 Jul '04

30 Jul '04

Martin, Attached is a patch for making OTRS use the email headers to choose the TicketNumber. When the patch is applied, PostMaster looks for the TicketNumber in the subject [as it used to]. If the TicketNumber is not found, it will look at the References and In-Reply-To headers and try to lookup the TicketNumber for those headers. Would appreciate it if you can take a look at it give some feedback. Reading: http://www.jwz.org/doc/threading.html http://search.cpan.org/src/SIMON/Mail-Thread-2.5/Thread.pm Warning: The Article table is not indexed on a_message_id. The lookup for ticketnumber given the message-id could be expensive. Right now we dont have too many entries in the DB. So it seems to behave fine. Food for thought: o The alternative strategy I was thinking was that the message id is composed by otrs as <time.rand.ticket-number.user@fqdn>. Maybe we can use this information to get the ticket number. If no OTRS generated message IDs are found in the message headers, then we can look at the current brute force algo. o Using the headers instead of Subject should probably go into the Config.pm? Martin Edenhofer wrote: > Hi Rajiv, > > On Wed, Jul 28, 2004 at 07:06:41AM +0000, Rajiv wrote: > > This is probably right out of the FAQ, but I couldnt find it there. I > > am trying to get OTRS use the References email header to thread > > messages. As far as I can see, it seems to be using the Ticket number > > in the Subject line to thread the messages. Is there some > > configuration change required to enable header based threading instead > > of subject based threading? > > > > Thanks in advance for any pointers you can provide! > > There is currently just the subject based threading in ticket zoom > possible. > > Sorry. > > Martin Edenhofer

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'owner' problem
by N.R. 30 Jul '04

30 Jul '04

Hi, question is - if a customer sends a reply to the ticket, it automatically goes to the original owner, but nobody else knows such mail has arrived. So is it possible to set some timeout - if the owner doesn't answer this email in a certain amount of time, then the message loses the owner. I hope i expressed myself clearly. Any idea ? N.

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(no subject)
by Ramesh Kumar 29 Jul '04

29 Jul '04

Hai Friends, I am Ramesh Kumar . I am very interested to Know about the OTRS database design and functional arch. Please help me in give me a detail explination. Thanks and Regrads, Ramesh Kumar

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Re: [otrs] Re: Horrible performance problem
by Henry Combrinck 29 Jul '04

29 Jul '04

> > Yup - that would work; too much work though. > My 600MB dump has just finished. I'm going to dump the schema seperately > and replace all bigint's with int, and restore. To play it safe, I also replaced all smallint's with int - stuff it. Performance is now as it should be. Instead of 45 MINUTES, the queue now (a queue of 250+ tickets) displays in 10-15 seconds. Even merely closing tickets is faster now (3s instead of almost a minute). This thread should give other postgres/otrs users hope! Henry -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R73. Free Web Accelerator, WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails, 100MB personal webspace, and more! Phone Now! 086 11 11 440

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Horrible performance problem
by Henry Combrinck 29 Jul '04

29 Jul '04

Hi all Hopefully some light can be shed on the problem we're experiencing - otrs is rapidly becoming unusable in our case (and we *really* don't want to abandon it). This is either a database/sql issue, or some other issue related to otrs. Scenario: agent has approx. 315 locked tickets, with 292-odd tickets in 'new messages' queue. Clicking on the 'locked tickets' queue (to display the tickets) results in a delay of 30-60 minutes... Opening a normal queue with 17 tickets results in a delay of about 45 seconds. So, quite a problem. The following is our setup: apache 1.3.31, mod_perl, mod_php, mod_* etc. Documented mod_perl/otrs setup was followed. Using Postgres 7.4.2. With Postgresql config: log_statement = true log_duration = true I see zillions of the following: SELECT sdt.name, sa.create_by, st.until_time FROM article_sen der_type sdt, article sa, ticket st WHERE st.id = 3604 AND sa.ticket_id = st.id AND sdt.id = sa.article_sender_type_id ORDER BY sa.create_time LOG: duration: 533.672 ms - 800ms SELECT sa.ticket_id, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_reply_to, sa. a_message_id, sa.a_body, st.create_time_unix, t.ticket_state_id, st.queue_id, sa.create_time, sa.a_content_type, sa.create_by, st.tn, article_sender_type_id, st.customer_id, st.until_time, st.ticket_priority_id, st.customer_user_id, st.user_id, su.login, sa.article_type_id, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.ticket_answered, sa.incoming_time, sa.id, st.freekey1, st.freetext1, st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4, st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6, st.freekey7, st.freetext7, st.freekey8, st.freetext8 FROM article sa, ticket st, system_user su where sa.id = 44681 AND sa.ticket_id = st.id AND st.user_id = su.id ORDER BY sa.id ASC LOG: duration: 809.421 ms - 1000ms Is otrs performing single and seperate selects for every blimming ticket in the set in question? Tweaking PG parameters really has no impact on this. The server in question is reasonably busy, with lots of memory, a fast processor, etc. Load avg varies between .3 - 1.5. The same server handles bugzilla with stellar performance. What the hell am I missing here? I refuse to give up on otrs just yet. Any help would be appreciated. Henry -------------------------------------------------------- This message was sent using MetroWEB's AirMail service. http://www.metroweb.co.za/ - full access for only R73. Free Web Accelerator, WebMail, Calendar, Anti-Virus, Anti-Spam, 10 emails, 100MB personal webspace, and more! Phone Now! 086 11 11 440

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