September 2006 - otrs - OTRS mailing lists

OTRS/Postmaster.pl memory usage
by Richard Hinkamp - BeSite 09 Sep '06

09 Sep '06

Hi, On my server perl scripts are limited to use 80Mb memory max. When I use PostMaster.pl to add an e-mail with a 4.2Mb attachment (size of plaintxt e-mail is 6.6mb) to the system, it crashes with a "Out of memory" message. Is PostMaster.pl really using that much memory? Is there a way to check how much it's using? I'm no perl expert, so I have no idea. Can I use a tool like valgrind on perl scripts? Is there a way to optimize memory usage? I need to be able to accept messages with 5-10 Mb of attachments and it's possible for me to change the memory limit unfortunately. Thanks in advance! Richard

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(no subject)
by Alan McKeown 08 Sep '06

08 Sep '06

All, I need to set-up some internal queues for admin and infrastructure. Is it possible that the customers can also be the agents? i.e. I have 2 guys set-up as agents for the infrastructure queue but they are also the customer. I am not sure I fully understand if this will work regards Alan. Alan Mckeown JoraPh Consulting Ltd Unit 3, Springfield Industrial Estate, Newport, Shropshire, TF10 7NB Mobile: +44 (0)7841 996 331 Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com <http://www.joraph.com/> ********************************************************************** CONFIDENTIALITY This message is confidential and may be legally privileged or otherwise protected from disclosure. If you are not the intended recipient, please telephone or email the sender and delete this message and any attachment from your system(s); you must not copy or disclose the contents of this message or any attachment to any other person. Although we have taken steps to ensure that this e-mail and attachments are free from viruses, we advise that in keeping with good computing practice, the recipient should ensure they are actually virus free. ********************************************************************** -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean.

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Customers and AD
by Andy Lubel 08 Sep '06

08 Sep '06

We have a customer database fed by Active Directory. By default, this setup uses the "from" address that the PostmasterPOP3.pl grabs to map the customer owner to the PrimarySMTP address in AD, so that the user can log in. We have issues where people are submitting tickets (from a form, where you enter your company email address) and arent using their PrimarySMTP address (chris.doe as opposed to christopher.doe) Is there a neat way to look at the tickets that don't have the mappings appropriate? The only way I can tell is that the First and Last name don't show up under the CustomerID column. Is there anything else that may help me refine a query and fix some of these? Thanks for any guidance, Andy

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AW: [otrs] Automatic Unlock?
by shawn.beasley＠dlh.de 08 Sep '06

08 Sep '06

I have found it. When a ticket in a sub-queue should be automatically unlocked, then the parent (main) queue may not have a value of 0 minutes (unlimited). That was easy :=) Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 (pruefen) Cargo Future Communications GmbH -----Ursprüngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Matthias Wegner Gesendet: Freitag, 8. September 2006 09:23 An: User questions and discussions about OTRS.org Betreff: Re: [otrs] Automatic Unlock? Be sure to configure and scedule the unlock cron job. Check, if the cron job works. Greetings Matthias Wegner shawn.beasley(a)dlh.de wrote: > What am I missing? > > Admin -> Queue -> > > > Unlock timeout (minutes): 5 0 = no unlock - 1 day = 1440 minutes > > This should set all tickets with the status locked to unlock after 5 minutes? > > Is there another setting that must be taken into consideration here? > > Vielen Dank, > > Shawn Beasley > Support - IT > LPID LPI000077664 > VERIFICATION NUMBER 3vk4xshbx6 > > LPIC - 1 > > 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 > Web: http://www.cfc-callcenter.de > > > _______________________________________________ > 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 orr consulting for your OTRS system? > =http://www.otrs.com/ > _______________________________________________ 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 orr consulting for your OTRS system? => http://www.otrs.com/

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ticket status
by La Scala, Giovanni 08 Sep '06

08 Sep '06

Hi, how can I do to have a state for "waiting customer response" and "waiting operator response"? The system would be the following: When customer send a response, the ticket automatically must be in status "waiting operator response" (how can I do it?). Thanks, Giovanni

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Automatic Unlock?
by shawn.beasley＠dlh.de 08 Sep '06

08 Sep '06

What am I missing? Admin -> Queue -> Unlock timeout (minutes): 5 0 = no unlock - 1 day = 1440 minutes This should set all tickets with the status locked to unlock after 5 minutes? Is there another setting that must be taken into consideration here? Vielen Dank, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 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 Web: http://www.cfc-callcenter.de

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More aesthetic woes - Customizing agent login
by Joe Fusco 07 Sep '06

07 Sep '06

In my effort to personalize the agent login screen I managed to get it looking pretty good... in FireFox. I happened to check it out in IE and it's not right at all. I asked previously about how to place a link to the customer login page on the agent page as well as how to get apache to serve the OTRS customer page but haven't gotten any answers. Here's what it looks like in FireFox: http://unclebubby.dnsalias.org/public/otrs-ff.gif Here's what I get in IE: http://unclebubby.dnsalias.org/public/otrs-ie.gif Here's the code from /opt/otrs/Kernel/Output/HTML/Standard/Login.dtl: <p> <table border="0" width="800" cellspacing="0" cellpadding="8"> <tr> <td width="120" class="header"> <img src="/otrs-web/images/Standard/ocean-small.gif"> </td> <td class="mainhead3">$Text{"Ocean Dental Trouble Ticket System"}</td> </tr> </table> <form action="$Env{"CGIHandle"}" method="post" enctype="application/x-www-form-urlencoded" name="login"> <input type="hidden" name="Action" value="Login"> <input type="hidden" name="RequestedURL" value="$QData{"RequestedURL"}"> <input type="hidden" name="Lang" value="$Env{"UserLanguage"}"> <table border="0" cellspacing="0" cellpadding="3" width="270"> <tr> <td align="center" class="singleboxhead">$Text{"Helpdesk Agent Login"}</td> </tr> <tr> [SNIP]  <b><center>This is the helpdesk agent login screen.<br> Customers, please <a href="http://helpdesk.domain.com/otrs/customer.pl>login here</a></center></b> </body> </html>  I really want to get the customer link between the logo/title bar and the first login box. Any help would be appreciated. Joe Fusco Network Manager Ocean Dental Corporate Headquarters 206 W. 6th Stillwater, OK 74074 Ph: 405.707.0600 Fax: 405.707.0601 Cell: 405.612.8040 Email: joe.fusco(a)oceandental.net Customer Service: The state of voluntary subjection to a customer, the condition of being bound to service. IMPORTANT - This e-mail message is intended only for the use of the individual or entity to which it is addressed, and may contain information that is privileged, confidential and exempt from disclosure under applicable law. If you are not the intended recipient, you are hereby notified that we do not consent to any reading, dissemination, distribution or copying of this e-mail message. If you have received this communication in error, please notify the sender immediately by return e-mail, delete this e-mail, delete the transmitted information and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and may be illegal. Violators may be prosecuted. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late, incomplete, or contain viruses. The sender therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission.

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AW: [otrs] Using OTRS in an operations only environment?
by shawn.beasley＠dlh.de 07 Sep '06

07 Sep '06

Hi, That is the great thing about OTRS, you can use it how you like. From my experience, I would try a combination of OTRS/SIROS (because of the better assignment of rolls) and http://www.dotproject.net dotProject because of the scheduling and dependencies of changes. Best Wishes, Shawn Beasley Support - IT LPID LPI000077664 VERIFICATION NUMBER 3vk4xshbx6 LPIC - 1 Cargo Future Communications GmbH Building 1335 D-55483 Hahn-Airport Tel. +49 6543 983 113 Fax +49 6543 983 119 Mobil: +49 151 12 12 8934 Email: shawn.beasley(a)dlh.de Web: http://www.cfc-callcenter.com ________________________________________ Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Fasano, Anthony Gesendet: Dienstag, 5. September 2006 17:25 An: otrs(a)otrs.org Betreff: [otrs] Using OTRS in an operations only environment? I am looking at apps to use for managing tasks in an Ops only environment where the agents and customers are generally the same people. Two example scenarios would be: Provision a New Server - 1. SA submits a request to the CM people to stand up a new box. 2. The CM is approved and the ticket is assigned to the SA 3. The SA submits tickets to the network and infrastructure teams for a rack location, switch port, and an IP address. 4. The network and infrastructure teams provide the info and the SA completes the task. NOC incident response: 1. The monitoring systems report a problem. 2. The NOC opens an incident and investigates. 3. The incident becomes an outage. 4. The NOC escalates the incident to an SA to handle. In the last scenario it would be nice to know when it was changed to an outage and when it was changed back to an incident. The incident ticket must always remain in the NOC queue and perhaps an associated ticket be assigned to the SA. In the end, all actions must be accounted for. As you can see, there is no real distinction between 'customer' and 'agent' since anyone submitting a ticket may or may not be the one actually working on it. Has this ever been done? If not, what would the level of effort be to implement this? Also, I see there is a Generic Agent. Could the agent be used to open additional tickets based on the content of the original one, this simulating a kind of workflow? A.J. Fasano Enterprise Management Team Network Solutions, LLC

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Modify Web Page
by VI - Mario Tonin 07 Sep '06

07 Sep '06

How can i customize web pages like index or customer? I'm windows user Thanks . . . . . . . . . . . . . . . . . . . Mario Tonin mario.tonin(a)battistolli.it <mailto:mario.tonin@battistolli.it> Gruppo Battistolli - Sistemi Informativi Via Luca della Robbia 60 36100 - Vicenza - Italy w http://www.battistolli.it <http://www.battistolli.it/> t +39 0444 217531 f +39 0444 394678 Verified by proxy Battistolli

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Go directly to customer login?
by Joe Fusco 07 Sep '06

07 Sep '06

I would like to be able to send my customers directly to the customer login page via helpdesk.domain.com without having to type /otrs/customer.pl at the end. How do I setup my vhost file to do that? I have it pointing to /opt/otrs/var/httpd/htdocs right now but that goes to the agent login. Ultimately, I want to have helpdesk.domain.com go to the customer login and hdagent.domain.com go to the agent login. Any thoughts? Thank you, Joe Fusco

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