December 2006 - otrs - OTRS mailing lists

Survey Module
by Maurice James Ny 13 Jan '07

13 Jan '07

Does anyone know how to use the survey module? I have it installed, but how do I send it to customers to participate?

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I: [otrs] Cannot see otrs from outside network
by Alessandro Paiusco 31 Dec '06

31 Dec '06

Hi, have you tried a test as so: telnet otrs.mydomain.co.uk 80 from outside and see apache/system log ? what is the result? *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* Paiusco Alessandro Infonet Srl _ (o)_ //\ V_/_ *-*-*-*-*-*-*-*-*-*-*-*-*-*-*-* -----Messaggio originale----- Da: otrs-bounces(a)otrs.org per conto di Mike Hayward Inviato: dom 31/12/2006 13.23 A: otrs(a)otrs.org Oggetto: [otrs] Cannot see otrs from outside network Hi, A big thanks to all who have assisted me the last week or so. I have installed CentOS on a new server and put otrs on. It works fine within the network but I cannot see otrs from outside. I have a static IP and DNS name (otrs.mydomain.co.uk) for the server and it times out when connecting. I have a second linux server which also has a static IP (pingu.mydomain.co.uk). I have swapped the port forwarding and tested the dns names (otrs.mydomain.co.uk forwarded to the pingu box, all ok), and they all resolve ok. I have disabled SELinux and the firewall, but still I get a timeout error. Is there any setting in otrs to prevent outside connections? Best regards Mike Hayward Managing Director Comclusive Limited e: mike.hayward(a)comclusive.co.uk <mailto:mike.hayward@comclusive.co.ukw> w: www.comclusive.co.uk <http://www.comclusive.co.uk/> t: 0845 003 7571 m: 07793 505155 (Direct) This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Finally, the recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email.

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Cannot see otrs from outside network
by Mike Hayward 31 Dec '06

31 Dec '06

Hi, A big thanks to all who have assisted me the last week or so. I have installed CentOS on a new server and put otrs on. It works fine within the network but I cannot see otrs from outside. I have a static IP and DNS name (otrs.mydomain.co.uk) for the server and it times out when connecting. I have a second linux server which also has a static IP (pingu.mydomain.co.uk). I have swapped the port forwarding and tested the dns names (otrs.mydomain.co.uk forwarded to the pingu box, all ok), and they all resolve ok. I have disabled SELinux and the firewall, but still I get a timeout error. Is there any setting in otrs to prevent outside connections? Best regards Mike Hayward Managing Director Comclusive Limited e: mike.hayward(a)comclusive.co.uk <mailto:mike.hayward@comclusive.co.ukw> w: www.comclusive.co.uk <http://www.comclusive.co.uk/> t: 0845 003 7571 m: 07793 505155 (Direct) This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. Finally, the recipient should check this email and any attachments for the presence of viruses. The company accepts no liability for any damage caused by any virus transmitted by this email.

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Question on Email Blank Answer
by Dave Wojciechowski 30 Dec '06

30 Dec '06

Questions for setup repsonses, is there a way to get this option on a note as it is on phone calls, some of the notes i would like to send an email to the customer based off the notes added.

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pending reminder notification email problem
by Zola 30 Dec '06

30 Dec '06

hi all i update from 2.0.4p01-1 (debian package) to latest stable 2.1.4 (.tar version) follow instructions UPDATE,INSTALL docs.. new otrs seemingly works ok, i ceated test tickets and testing functions.. i found one problem, Pending reminder.. pending reminder working BUT not send notification email. sending emails handled PendingJobs, which running by cron.. if i run manually i see only this: otrs:/otrs/bin# ./PendingJobs.pl PendingJobs.pl <Revision 1.26> - check pending tickets Copyright (c) 2001-2006 OTRS GmbH, http://otrs.org/ otrs:/otrs/bin# no information in otrs.log i have a lot of ticket with pendig reminder state. set new tickets to pendign reminder, but nothing.. plz. help this is a bug? how set debug log? Zola

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Windows fetchmail cron
by Mike Hayward 29 Dec '06

29 Dec '06

Hi, Thanks to all who have assisted me so far, I now have an almost flawless system. I do however have a final question, I tried to change the fetchmail to retrieve every two minutes (This is on a Windows system), rebooted the server but it still only fetches every ten minutes. I changed the fetchmail.dist file in C:\OTRS\otrs\var\cron, is this correct? I am considering replacing this system with a RHEL 9 system. Would the installer for RHEL 8 work ok, and how do I change the fetchmail cron in that? Thanks again Best regards Mike Hayward

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pre-established database connection with otrs 2.1.2 and mod_perl 2.0.3
by Wiktor Wodecki 29 Dec '06

29 Dec '06

Hello, I have trouble getting pre-established database connections to work with mod_perl 2.0.3. Mod_perl itself is working fine, the pages are loaded quite fast. However, In the past I had mod_perl 1.9-something which allowed me to keep database connections alive. My setup is: mod_perl 2.0.3 otrs 2.1.2 perl cgi: 3.25 db-type: postgres apache: 2.0.59 My working config was: use Apache (); use Apache2; use Apache::compat; use Apache::DBI (); use DBI (); use DBD::Pg (); Apache::DBI->connect_on_init('DBI:Pg:dbname=otrs-1.3.2-01;host=postgres','user', 'pass'); I've read a bit through the mod_perl site, and it seems that the aproperiate DBI module has not been implemented yet. Is this true? Does someone have pre-established db-connections with recent mod_perl versions? How did you do it? thanks in advance, -- Regards, Wiktor Wodecki net mobile AG, Zollhof 17, 40221 Duesseldorf, Germany 923B DCF8 070C 9FDD 5E05 9AE3 E923 5A35 182C 9783

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SOLVED: Tickets Average open time
by Richard Mollel 28 Dec '06

28 Dec '06

--- Richard Mollel <unixtipz(a)yahoo.com> wrote: > Hi, > I am trying to run metrics...to find out average > time > of tickets stay open, for say, a week, a month or > total average from a given point in time. > Any clues on how to achieve this, even if it means > custom script fetching input from mysql db? > Where is the best place to locate the mysql variable > names? > > _Thanks > > Richard > Revisted this today...and just incase someone was looking into similar issue....I ended up performing one-liner mysql call...using builtin functions found under newer versions of mysql (4+)...after locating the table & fields that hold needed variables and determined their datatype. otrs>select AVG(TIMESTAMPDIFF(HOUR, create_time, change_time)) from ticket; +----------------------------------------------------+ | AVG(TIMESTAMPDIFF(HOUR, create_time, change_time)) | +----------------------------------------------------+ | 61.3636 | +----------------------------------------------------+ 1 row in set (0.00 sec) Gave me average open time of all tickets in the system. this has no logic for night hours, work hours, weekends or anything like that.....but it is exactly what i needed. Richard __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com

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Time Closed Tickets
by Ernesto Ciccarelli 28 Dec '06

28 Dec '06

1 - A customer opens a ticket towards the tail system. 2 - An agent of the thing system takes in management the ticket, he resolves it and he closes it.ù 3 - Customer when he visualizes its ticket sees that the time associated to the ticket closed continues to increase instead remaining firm. Why the time does not remain firm? The time that I see in the window indicates the duration of the ticket when still it is not closed? Who can help me? Thanks, Ernesto.

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Time Closed Tickets
by Ernesto Ciccarelli 28 Dec '06

28 Dec '06

1 - A customer opens a ticket towards the tail system. 2 - An agent of the thing system takes in management the ticket, he resolves it and he closes it.ù 3 - Customer when he visualizes its ticket sees that the time associated to the ticket closed continues to increase instead remaining firm. Why the time does not remain firm? The time that I see in the window indicates the duration of the ticket when still it is not closed? Who can help me? Thanks, Ernesto Ciccarelli

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