September 2006 - otrs - OTRS mailing lists

empty answer performance slow
by Armando De la Re Vega 07 Sep '06

07 Sep '06

Hi, I need your help. I have a problem with Otrs. I setup a testing machine and It´s working fine and the performance its great, until I try to send an answer to a ticket. When pressing "empty answer" it takes like 25 seconds to open the compose page. Then when I press the "send mail" button it takes another 25 seconds to send the message and get to the next page. On the other hand, When I try the demo in otrs.org it work much faster, it just takes like 2 seconds to do the things that it takes me 25. The specifications of the server are better than the otrs.org server demo. The messages I'm sending are to the internal network! also i tested the time to send the messages out and it takes the same 25 seconds---(internet or network are the same time response). The server specifications are: Athlon 64 3800+ 2Gb RAM 250Gb HD Otrs its installed on Ubuntu 6.06 LTS . OTRS version 2.0.4 with php5 , apache2 and mysql5 . I had configured smtp and sendmail, and are the same thing. I appreciate your answers. Thanks for your time.

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re: How to open a closed ticket
by Duncan C White 07 Sep '06

07 Sep '06

Hi Alan, One I can answer! On 9/7/06, Alan McKeown <Alan.McKeown(a)joraph.com> wrote: > Hello All, > > Is it possible to re-open a ticket that has been successfully closed? > I need to add more notes as the customer has now coma back with some > more questions. > > Regards > Alan Mckeown > JoraPh Consulting Ltd "Philip Mark Donaghy" <philip.donaghy(a)gmail.com> give you a partial answer: >Hi Alan, > >I'm realativly new to OTRS but I've closed tickets and then searched >in the closed ticket list. When I zoom into the ticket there is the >possiblity to add Notes and change Priority, Lock, etc. Seems to me >the ticket will then be reopened. > >my 2 cents, >Philip Note that by default in OTRS 2.0.4, the "Notes" dialog doesn't allow you to change the state, eg. to reopen a closed ticket by adding a note. To enable this, add the following to your local Kernel/Config.pm: $Self->{'Ticket::Frontend::NoteSetState'} = 1; $Self->{'Ticket::DefaultNextNoteStateType'} = [qw(new open closed removed)]; Now do as Philip suggests. Works fine. cheers duncan

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vtiger or SugarCRM as a database backend?
by Oliver Buckie 07 Sep '06

07 Sep '06

Dear All Overview: I have just downloaded the latest version of OTRS for Windows to evaluate for a small IT-Service Helpdesk dealing with external customers. Currently, I am using the default OTRS database as a backend but may wish to change this to auto-populate fields (i.e. customer). I'm new to OTRS - go easy with me! BTW, OTRS has a very nice look and feel about it - compliments to the developers! Background: Our customers are companies and support requests come from persons (contacts). There can of course be multiple persons in a company requesting support. From what I've read (mailing lists & admin manual) I believe the OTRS way of grouping persons by company is by using the same CustomerID. Otherwise, I could use a different database backend to auto-populate fields. Problem: I find that OTRS is person orientated and not company orientated. CRM systems like vtiger or SugarCRM, sort this out very well. I have read that OTRS can be configured to use other database backends. Do you know if and how it could be hooked into either vtiger or SugarCRM? I would really appreciate your comments for a complete beginner! Regards Oliver

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How to construct a direct link to a ticket
by Yann Richard 07 Sep '06

07 Sep '06

Hi, I use DokuWiki and would like to add an interwiki link to OTRS ticket. The user of wiki don't know the ticketID, only know the ticket number. I have not found any way to have a link like: http://myown.com/otrs/index.pl?Action=AgentTicketZoom&TicketNUMBER=95404128 Any idea ? Regards, -- M. Yann Richard yann.richard on gmail.com

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R: Re: [otrs] OTRS 2.1.0 beta 2 issue with PendingJobs.pl
by thanos.a＠fastwebnet.it 07 Sep '06

07 Sep '06

>Just to confirm, did you run the ~otrs/scripts/DBUpgrade-to-2.1.*.sql >script appropriate to your database, and did it complete without >errors? Yes, I did so and no errors have been reported. A.

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Session ID is invalid
by Alan McKeown 07 Sep '06

07 Sep '06

All, I have an issue with otrs 2.04. After logging into OTRS I can work in the system, creating tickets etc etc. If however, I leave the computer idle for a few min and then come back yo OTRS my session gets cancelled and I get put back to the login screen again. I always get the message SessionID is invalid!!! Can anyone help on this one. 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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OTRS 2.1.0 beta 2 issue with PendingJobs.pl
by Thanos 07 Sep '06

07 Sep '06

Hello, I have upgraded OTRS 2.0.4 to 2.1.0 beta 2. All is working fine however I'm getting the following error when PendingJobs.pl is run from cron: ERROR: OTRS-PendingJobs-10 Perl: 5.8.5 OS: linux Time: Thu Sep 7 08:45:02 2006 Message: Need User or UserID! Traceback (19501): Module: Kernel::System::User::GetUserData (v1.52) Line: 115 Module: /opt/otrs//bin/PendingJobs.pl (v1.22) Line: 166 Does anyone know how to fix the issue ? Thanks A.

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How to open a closed ticket
by Alan McKeown 07 Sep '06

07 Sep '06

Hello All, Is it possible to re-open a ticket that has been successfully closed? I need to add more notes as the customer has now coma back with some more questions. 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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Pre-Upgrade
by shawn.beasley＠dlh.de 07 Sep '06

07 Sep '06

Hello, Does anyone have experience upgrading OTRS? I am running 2.04 and will upgrade to 2.1, but I have made so many modification that I do not want to lose. Will it be possible to directly integrate the backup from 2.04 to 2.1? Or am I looking at a lot of work here? Thanks for the help. 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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Watched tickets
by Alexander Scholler 07 Sep '06

07 Sep '06

Hi, I have activated the new feature of OTRS v2.1 "watched ticket". Thus, I get the additional display of currently 0 watched tickets. But how can I sign a ticket to be watched? Bye, Alex

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