March 2006 - otrs - OTRS mailing lists

Oracle installation: ORA-00972 identifier is too long
by Thorne Lawler 14 Mar '06

14 Mar '06

Hi OTRS folks, I am having difficulty installing OTRS into an Oracle DB. The otrs-schema.oracle.sql script finishes, but produces some errors which worry me: >>>>>>COPY>>>>>> CREATE INDEX article_message_id ON article (a_message_id) * ERROR at line 1: ORA-01450: maximum key length (3218) exceeded <<<<<<COPY<<<<<< and >>>>>>COPY>>>>>> ALTER TABLE standard_response_attachment ADD CONSTRAINT standard_response_attachment_PK PRIMARY KEY (id) * ERROR at line 1: ORA-00972: identifier is too long DROP SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE SEQUENCE standard_response_attachment_seq * ERROR at line 1: ORA-00972: identifier is too long CREATE OR REPLACE TRIGGER standard_response_attachment_seq_t * ERROR at line 1: ORA-00972: identifier is too long <<<<<<COPY<<<<<< After this, initial_insert.sql bombs out horribly, so I assume it's finding some discrepancy with the tables created by the above. Particularly worrying is the "ORA-00972: identifier is too long", since Oracle support says: "Cause: The name of a schema object exceeds 30 characters. Schema objects are tables, clusters, views, indexes, synonyms, tablespaces, and usernames. Action: Shorten the name to 30 characters or less." Is there something I need to change? If so, where and how do I change it? I have seen one query just like this posted by Florent Guiliani, and I mailed F.G. directly but got no reply. The answer he recieved on-list was a little cryptic... Thanks in advance. -- _________________________________ Thorne Lawler Systems Administrator t: +61 3 8329 2026 f: +61 3 9326 7588 e: thorne.lawler(a)microlistics.com.au Microlistics A Dawson Group Company www.microlistics.com.au _________________________________

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RE: [otrs] Split??
by Davis, Gary H 13 Mar '06

13 Mar '06

yep... that is the way we use it... then link the two so there is a record of who did what.... gd ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Monday, March 13, 2006 8:21 AM To: otrs(a)otrs.org Subject: AW: [otrs] Split?? Thanks Gary, this will then leave a copy of the origianl ticket, and create a second copy to be assigned, for example to another technician. Does this sound about right? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Davis, Gary H Gesendet: Montag, 13. März 2006 14:19 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Split?? If you mean splitting a work order... we use that when a request is made to say... install and application which requires a database to be build. We have dba's that do the database builds and sys admins that would handle the software install.... Gary Davis GM SDC / PSIC Lab Manager ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Monday, March 13, 2006 8:15 AM To: otrs(a)otrs.org Subject: [otrs] Split?? Hello again, Can someone explain the philosophy behind splitting an article?` Thanks. Best Regards, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

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AW: [otrs] Split??
by shawn.beasley＠dlh.de 13 Mar '06

13 Mar '06

Thanks Gary, this will then leave a copy of the origianl ticket, and create a second copy to be assigned, for example to another technician. Does this sound about right? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/> -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Davis, Gary H Gesendet: Montag, 13. März 2006 14:19 An: User questions and discussions about OTRS.org Betreff: RE: [otrs] Split?? If you mean splitting a work order... we use that when a request is made to say... install and application which requires a database to be build. We have dba's that do the database builds and sys admins that would handle the software install.... Gary Davis GM SDC / PSIC Lab Manager ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Monday, March 13, 2006 8:15 AM To: otrs(a)otrs.org Subject: [otrs] Split?? Hello again, Can someone explain the philosophy behind splitting an article?` Thanks. Best Regards, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

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RE: [otrs] Split??
by Davis, Gary H 13 Mar '06

13 Mar '06

If you mean splitting a work order... we use that when a request is made to say... install and application which requires a database to be build. We have dba's that do the database builds and sys admins that would handle the software install.... Gary Davis GM SDC / PSIC Lab Manager ________________________________ From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of shawn.beasley(a)dlh.de Sent: Monday, March 13, 2006 8:15 AM To: otrs(a)otrs.org Subject: [otrs] Split?? Hello again, Can someone explain the philosophy behind splitting an article?` Thanks. Best Regards, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

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Split??
by shawn.beasley＠dlh.de 13 Mar '06

13 Mar '06

Hello again, Can someone explain the philosophy behind splitting an article?` Thanks. Best Regards, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

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Escalated ticket email notification
by Dimitri De Leye 13 Mar '06

13 Mar '06

Hi, First of all, congratulations to the OTRS developers...it's an excellent tool ! Can somebody explain me how to set up an email notification of escalated tickets to every agent of the ticket's queue? I've tried the examples (configuring the GenericAgent.pm) file but that doesn't work. I've also tried configuring the job with the webinterface, but that doesn't work neither. What have I done on the webinterface: 1. First created a job via the webinterface 2. At the bottom (module textbox) I filled in : Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue 3. Underneath (params section) : Escalation => 1 The tickets that are affected are all the tickets with "Escalation" enabled and not only those past the escalation date. Thanks in advance ! Dimitri

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Multiple emails on single customer, or better group?
by Benjamin Bittner 13 Mar '06

13 Mar '06

Hallo subscribers, We're using OTRS for our tickets, but another OSS CRM System to manage our customers. We have several companies in our CRM with multiple contact persons. In OTRS, we want that every company has one customer account, so that every mail written by one of the several contact persons for this company, gets automatically related to the company's customer account in OTRS. The doc's say that i should use groups, but i'm not really sure, wether this is the right approach, because it seems, that the group feature is solely an admin thing. So now normal OTRS user can manage groups. Is it possible, that if an unrecognized email comes in, the OTRS user can attach this email to a group, without having admin rights? We want to use this feature, so we can relate our customer accounts from the CRM System with the customers from OTRS. Thanks in advance Regards Benjamin

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Agents can be customers.
by shawn.beasley＠dlh.de 13 Mar '06

13 Mar '06

Hello @ all, I have made what seems to bet he proper settings so that an agent can be selected as a customer, but when I search for the agent in the customer field, I do not find him/her. Has any one had any experience in this? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 <http://www.lpi.org/> Cargo Future Communications GmbH Geb. 1335 55483 Hahn-Flughafen Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de <mailto:shawn.beasley@dlh.de> Web: http://www.cfc-callcenter.de <http://www.cfc-callcenter.de/>

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Pending Ticket Notification
by Zaeem Arshad 13 Mar '06

13 Mar '06

Hi all, How can I create a GenericAgent job to notify a select group of ppl about pending/un-answered tickets older than 2 days? Any help is appreciated. TIA -- ZA

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mysql - otrs problems
by Buchner, Daniel 13 Mar '06

13 Mar '06

Morning/Afternoon, I had a few issue with crashed tables last week and haven't been able to resolve these. Since last week I have repaired all associated database tables (ALL tables), with "mysql repair table ..." and via myisamchk. Either repair function returns an all clean yet the GenericAgent.pl is still not able to select from any of the Pre-Composed Answers. It simply halts and doesn't return anything. Yet manual queries return the information out of the database just fine. See below. By manual queries I mean the select statements which are being issued through otrs to the db, what isn't happening is for the information selected out of the db to be passed back to the app. ###################################### >From otrs@morphix Thu Mar 09 16:11:22 2006 Envelope-to: otrs@morphix Delivery-date: Thu, 09 Mar 2006 16:11:22 +1100 From: root@morphix (Cron Daemon) To: otrs@morphix Subject: Cron <otrs@morphix> test -x $HOME/bin/GenericAgent.pl && $HOME/bin/GenericAgent.pl -c db >> /dev/null X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs/> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> Date: Thu, 09 Mar 2006 16:10:42 +1100 DBD::mysql::st execute failed: Can't open file: 'generic_agent_jobs.MYI'. (errno: 145) at /opt/otrs/Kernel/System/DB.pm line 440, <PRODUCT> line 4. ERROR: OTRS-GenericAgent-10 Perl: 5.8.4 OS: linux Time: Thu Mar 9 16:10:02 2006 Message: Can't open file: 'generic_agent_jobs.MYI'. (errno: 145), SQL: 'SELECT job_name FROM generic_agent_jobs' Traceback (6938): Module: Kernel::System::GenericAgent::JobList (v1.11 ) Line: 638 Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 131 DBD::mysql::st fetchrow_array failed: fetch() without execute() at /opt/otrs/Kernel/System/DB.pm line 477, <PRODUCT> line 4. ###################################### Mysql Log when selecting a pre composed answer: 33009 Query SELECT salutation, first_name, last_name, login, pw, email, customer_id, comments, valid_id, login FROM customer_user WHERE login = 'blahblah(a)blahblah.com <mailto:'carezcgc(a)bigpond.com> ' 33009 Query SELECT sa.value0, sa.value1 FROM system_address sa, queue sq WHERE sq.id = 5 and sa.id = sq.system_address_id 33009 Query SELECT text FROM standard_response WHERE id = 16 33009 Query SELECT text FROM salutation sa, queue sq WHERE sq.id = 5 and sq.salutation_id = sa.id 33009 Query SELECT text FROM signature si, queue sq WHERE sq.id = 5 and sq.signature_id = si.id 33009 Query SELECT login , salutation, first_name, last_name FROM customer_user WHERE login = 'blahblah(a)blahblah.com' LIMIT 1 ###################################### Manual queries return: mysql> SELECT salutation, first_name, last_name, login, pw, email, customer_id, comments, valid_id, login FROM customer_user WHERE login = ' <mailto:'carezcgc(a)bigpond.com> blah(a)blahblah.com'; Empty set (0.00 sec) mysql> SELECT sa.value0, sa.value1 FROM system_address sa, queue sq WHERE sq.id = 5 and sa.id = sq.system_address_id; +------------------------+--------------------+ | value0 | value1 | +------------------------+--------------------+ | postmaster(a)bigpond.com | BigPond Postmaster | +------------------------+--------------------+ 1 row in set (0.00 sec) mysql> SELECT text FROM standard_response WHERE id = 16 -> ; +-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+ | text | +-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+ | Thank you for your email. The error was caused by BigPond's mail server being blacklisted as a result of a spammer on the BigPond network. We have terminated the services of the spammer and requested a de-listing of our mail server which should be effective within the next 48 hours. Plesae re-send your message. |+-----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+ 1 row in set (0.00 sec) mysql> SELECT text FROM salutation sa, queue sq WHERE sq.id = 5 and sq.salutation_id = sa.id; +--------------------------------------+ | text | +--------------------------------------+ | Dear <OTRS_CUSTOMER_REALNAME>, | +--------------------------------------+ 1 row in set (0.00 sec) mysql> SELECT text FROM signature si, queue sq WHERE sq.id = 5 and sq.signature_id = si.id; +---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+ | text | +---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+ | Sincerely, Bigpond Postmaster BigPond Broadband & Dial-up Internet Access [faq] http://www.bigpond.com/help/faqs/ [email faq] http://www.bigpond.com/help/email/ [security] http://www.bigpond.com/help/security/ | +---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------+ 1 row in set (0.00 sec) mysql> SELECT login , salutation, first_name, last_name FROM customer_user WHERE login = 'blah(a)blahblah.com' LIMIT 1; Empty set (0.00 sec) Any ideas anyone? ;) Rgs, Daniel Buchner BigPond Operations Desk: +61 2 8255 0618 Mobile:+61 428 225 476 Email: daniel.buchner(a)team.telsra.com The information transmitted in this document is intended only for the person or entity to whom it is addressed. It may contain confidential or privileged material. Any review, retransmission, dissemination or other use or taking of any action in reliance upon this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete all copies of the material.

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