September 2004 - otrs - OTRS mailing lists

Re: [otrs] TicketDivider is not working with 1.3.0 beta 3
by Robert L Mathews 10 Sep '04

10 Sep '04

At 9/8/04 3:00 AM, Robert Kehl wrote: >> I`ve set up: >> $Self->{TicketHook} = '#'; >> $Self->{TicketDivider} = '_'; or $Self->{TicketDivider} = ' '; >> >> $Self->{TicketNumberGenerator} = >> 'Kernel::System::Ticket::Number::AutoIncrement'; >> $Self->{'TicketNumberGenerator::AutoIncrement::MinCounterSize'} = >> 6; >> and I always get ticket [#: number] not [#_number] or [#number] >> why? > >This option is incorporated in OTRS, but actually never used throughout >the code. The dev team knows about this, Martin, don't you? It's not >hard to fix, but has to happen in several files, is quite time consuming >and a feature seldom asked for. For what it's worth, I submitted a patch in Bugzilla that makes TicketDivider work everywhere and cleans up lots of other things related to e-mail "Subject" handling: http://bugs.otrs.org/show_bug.cgi?id=523 It completely replaces the bits of the code that currently do subject writing/rewriting, and even adds nifty features like the ability to put the ticket number at the end of the subject instead of the beginning in replies. Unfortunately, the patch touches many places in the code and is quite large (though each change is fairly simple); I wouldn't blame Martin for being a little skeptical. But as I said in the description, I'm willing to work to make it more palatable if necessary to get it included at some point. -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Feature Suggestion: In Compose Ticket, Popup Ticket History
by Peter Beckman 10 Sep '04

10 Sep '04

Sometimes when I'm composing a reply to a ticket, I'd like to go back through the history a bit. Unfortunately, there isn't an easy way to do that without having opened the ticket in a new window, or going back into the system in another window and finding that ticket again. Wouldn't it be nice to be able to click on 'Review Ticket History' link and have it pop up in a new window and be able to review the history easily while composing a reply? :-) --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)purplecow.com http://www.purplecow.com/ ---------------------------------------------------------------------------

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Re: [otrs] TicketDivider is not working with 1.3.0 beta 3
by Robert L Mathews 10 Sep '04

10 Sep '04

At 9/9/04 12:36 PM, "Robert Kehl" <mailinglists(a)robertkehl.de> wrote: >patching file Kernel/Modules/AgentForward.pm >Hunk #1 succeeded at 15 with fuzz 1. >Hunk #2 succeeded at 165 (offset -6 lines). >... >patching file Kernel/System/Ticket/Article.pm >Hunk #1 succeeded at 15 with fuzz 1. >Hunk #2 succeeded at 1688 (offset 20 lines). >Hunk #3 succeeded at 1866 (offset 20 lines). >Hunk #4 succeeded at 2028 (offset 20 lines). >Hunk #5 succeeded at 2049 (offset 20 lines). > >This is against an up-to-date CVS rel-1_3. As a followup, I did try this and looked at the files in question, and the patches did apply properly anyway, so it should be okay. Hope this helps. -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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Re: [otrs] TicketDivider is not working with 1.3.0 beta 3
by Robert L Mathews 09 Sep '04

09 Sep '04

At 9/9/04 12:36 PM, "Robert Kehl" <mailinglists(a)robertkehl.de> wrote: >patching file Kernel/Modules/AgentForward.pm >Hunk #1 succeeded at 15 with fuzz 1. >Hunk #2 succeeded at 165 (offset -6 lines). >... >patching file Kernel/System/Ticket/Article.pm >Hunk #1 succeeded at 15 with fuzz 1. >Hunk #2 succeeded at 1688 (offset 20 lines). >Hunk #3 succeeded at 1866 (offset 20 lines). >Hunk #4 succeeded at 2028 (offset 20 lines). >Hunk #5 succeeded at 2049 (offset 20 lines). > >This is against an up-to-date CVS rel-1_3. Sorry about that -- I had a slightly older version of CVS that the patch was against. :-( Although it sounds like the patches actually were applied okay anyway, I'll verify it against a clean CVS rel-1_3 checkout to be absolutely sure the changes didn't introduce any problems, and report back. Thanks again! -- Robert L Mathews, Tiger Technologies http://www.tigertech.net/ "Ignorance more frequently begets confidence than does knowledge." -- Darwin

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GenericAgent.pm Help -- Multiple Body Searches (heh)
by Peter Beckman 09 Sep '04

09 Sep '04

Sorry about the title... it's descriptive at least. So I've got GenericAgent.pm running, and it works great. My only complaint is that we are trying to classify messages as they come in based on Subject first, then by the text in the body of the message. The problem is, I have about 30 keywords for 5 different queues. I don't particularly want to create 30 different "items" within GenericAgent, but things don't seem to work using this: 'Unsubscribe Tickets' => { # get all tickets with these properties Queue => 'Support', States => ['new', 'open'], Body => ['%unsubscribe%', '%un-subscribe%', '%cancel%'], Locks => ['unlock'], # new ticket properties New => { Queue => 'Support::Unsubscribe', Note => { From => 'MoveTicketsAgent', Subject => 'Ticket Moved!', Body => 'Moved ticket from "Support" to "Unsubscribe" because that I do.', ArticleType => 'note-internal', # note-internal|note-external|note-report }, }, }, What would be nice is if I could search for multiple items within a ticket, kind of like this: select * from tickets where (body like '%unsubscribe%' or body like '%un-subscribe%' or body like '%cancel%') So I guess the issue is in otrs/Kernel/System/Ticket.pm on line 1386: foreach my $Key (keys %FieldSQLMapFullText) { if ($Param{$Key}) { $Param{$Key} =~ s/\*/%/gi; $SQLExt .= " AND $FieldSQLMapFullText{$Key} LIKE '".$Self->{DBObject}->Quote($Param{$Key})."'"; } } Well, I decided to fix it myself. Here's the diff: *** Ticket-orig.pm 2004-09-09 14:39:39.000000000 -0400 --- Ticket-Beckman.pm 2004-09-09 14:43:01.000000000 -0400 *************** *** 1385,1392 **** ); foreach my $Key (keys %FieldSQLMapFullText) { if ($Param{$Key}) { ! $Param{$Key} =~ s/\*/%/gi; ! $SQLExt .= " AND $FieldSQLMapFullText{$Key} LIKE '".$Self->{DBObject}->Quote($Param{$Key})."'"; } } # ticket free text --- 1385,1402 ---- ); foreach my $Key (keys %FieldSQLMapFullText) { if ($Param{$Key}) { ! if (ref($Param{$Key}) eq "ARRAY") { ! foreach (@{$Param{$Key}}) { ! s/\*/%/gi; ! push (@{$Param{MyKeys}}, "$FieldSQLMapFullText{$Key} LIKE '".$Self->{DBObject}->Quote($_)."'"); ! } ! if ($Param{MyKeys}) { ! $SQLExt .= " AND (${\(join ' OR ' , @{$Param{MyKeys}})})"; ! } ! } else { ! $Param{$Key} =~ s/\*/%/gi; ! $SQLExt .= " AND $FieldSQLMapFullText{$Key} LIKE '".$Self->{DBObject}->Quote($Param{$Key})."'"; ! } } } # ticket free text --------------------------------------------------------------------------- Peter Beckman Internet Guy beckman(a)purplecow.com http://www.purplecow.com/ ---------------------------------------------------------------------------

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Re: [otrs] Totally empty tickets in my queue
by wes＠automaticduck.com 09 Sep '04

09 Sep '04

On 9/7/04 11:20 PM, "Martin Edenhofer" wrote: > OTRS wan't to create a new ticket with articles. The new ticket gets > created but OTRS isn't able to create the article. -=> So there > are Ticket with now articles on it (maybe you changed something on > your system). > > However, a ticket needs min. one article. If there is no article, > then you have a problem. You need to delete this "empty" tickets > from the database: > > mysql> DELETE FROM ticket WHERE id = 815; > > After that the "empty" ticket with id 815 is removed. This morning I have 35 empty tickets. What causes this to happen? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Archive old Messages in Database.
by Timo Eckert 09 Sep '04

09 Sep '04

Hello, how can I archive old Message in the Database, without destruct the structure of the Databasse? Because orts runs here on a p3-700 and the database is now over 100MB. This slows down otrs, so I want to archive old Messages, I dont need anymore. Regards, Timo.

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Totally empty tickets in my queue
by Wes Plate 09 Sep '04

09 Sep '04

Check this out, I have three completely empty tickets in my queue. My server times out when trying to delete them... http://www.automaticduck.com/screenshots/emtpyotrstickets.jpg What to do? -- Wes Plate Automatic Duck, Inc. http://www.wesplate.com http://www.automaticduck.com

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Strange slowdowns (apache configuration?)
by Duarte Cordeiro 09 Sep '04

09 Sep '04

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Reducing the database size or trimming attachments
by Travis Murdock 09 Sep '04

09 Sep '04

Our OTRS database has grown to over 1.5 GB. We are eager to trim it down without losing the tickets. Many of our tickets have very large attachments that we don't need anymore. We would like to delete the attachments on tickets that are more than 90 days old, but keep the tickets themselves. This change would allow our customers to respond to old tickets and allow us to see the history, without saving the unnecessary attachments. We have attempted to do this a couple of times, but each time we end up deleting the tickets or losing other data inside the tickets. Is there a prescribed way to complete this task? Is there another way to significantly reduce the database size without losing the data? Thank you for your help. Travis Murdock Cloudmark System details: OTRS 1.1.1 mySQL database

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