January 2007 - otrs - OTRS mailing lists

Hardware spec for our setup - recommendations?
by Jan Miczaika 30 Jan '07

30 Jan '07

Hello, we currently receive about 400 tickets per day, with a total of maybe 100.000 tickets in the system. OTRS is slowing down our server, so we would like to put it on a dedicated machine (this machine would be running both Apache & mySQL). My spec: 1 x Intel 5130 Xeon Dual Core 2048 MB RAM 2 x 160 GB HDD (RAID 1) Will this machine be able to comfortably handle three operators working on the daily tickets? Thanks Jan -- Geschäftsführer / Managing Director Hitflip Media Trading GmbH www.hitflip.de - coming soon: www.hitflip.co.uk Tel. +49-(0)221-272407-27 Fax. 0221-272407-22 HRB 59046, Amtsgericht Köln

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Using of national characters in Config.pm
by Oleg O. Orlov 30 Jan '07

30 Jan '07

What code page or trick have I use to determine queue name, which was defined (in admin interface) using interational symbols ???

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error while submitting the ticket
by Amit Jain 30 Jan '07

30 Jan '07

Dear All, Whenever I try to create a new ticket and click on send mail, I get the following error. Software error: Cant write /opt/otrs/var/log/Ticketcounter.log: at ../..//Kernel/System/Ticket/ Number/DateChechsum.pm line 87 I created one file too Ticketcounter.log in /opt/otrs/var/log/ and set the permissions to 775, but still it gives same error. Please help as it is urgent. Regards, Amit Jain

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How to provide "Expanded view" of tickets
by Oleg O. Orlov 30 Jan '07

30 Jan '07

I know Ticket zoom mode is for more convenient view of Ticket for Staff But, it would be perfect to have "Full expanded view" : In this view we expect reads all notes in one long list with authors labels. Please answer, how to resolve this by changing config or do you planing something like this??? P.S. This mode can really optimise time of operators answer and decision of another staff

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cron jos in windows
by Mamakwa M. Sefiri 30 Jan '07

30 Jan '07

Can someone please help me I need help with cron jobs, I have set up the postmaster pop3 account, have checked cron services and they are running. Please advise I have activated custemergroupsupport and still can not see list of users Thanks Mamkwa

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Help - A rogue administrator locked everyone out
by Philip Mark Donaghy 30 Jan '07

30 Jan '07

Hi, I am trying to restore admin access to the system users who were locked out by a rogue administrator. Unfortunately this kind of thing can happen. I have access to the mysql data and I am using otrs 2.0.4. >From what I can see the column valid_id in the group Admin (id = 2) should be set to 1. And then the table group_user requires a certain number of permissions. The user administrator has the permission_key rw set with the permission_value 1. Yet this user does not have an admin link. If I login it as administrator and go directly to the link http://localhost/otrs/index.pl?Action=AdminGroup The error I have is "No permission". Please Help, Philip -- Philip Donaghy donaghy.blogspot.com del.icio.us/donaghy/philip Skype: philipmarkdonaghy Office: +33 5 56 60 88 02 Mobile: +33 6 20 83 22 62

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Fwd: Possible solution to your "[otrs] Notification problems"
by Ramziddin Artykov 30 Jan '07

30 Jan '07

---------- Forwarded message ---------- From: Ramziddin Artykov <rartykov(a)gmail.com> Date: Jan 30, 2007 2:18 PM Subject: Re: Possible solution to your "[otrs] Notification problems" To: Armando De la Re Vega <armando.delare(a)intersel.com.mx> Hi Armando Thanks for your fast reply and help.Although I have done all the things you have written, that was useless. May be something more I should do. I have noticed one more thing.When a customer opens a new ticket form web interface it sets the owner of the ticket as the root@localhost. But the user "Ali" shoulb be there i think. Maybe this something to consider. I'm looking forward to your reply or others' reply. On 1/22/07, Armando De la Re Vega <armando.delare(a)intersel.com.mx> wrote: > > Ramziddin Artykov: > > I don´t know how to reply an answer in OTRS lists, so I will reply you by > email and maybe you could list it. > I have a similar problem. > 1) I put the "Send me a notification if there is new ticket in my queues" > to "yes" > 2) If a customer send an email to my otrs email it send notification of > "new ticket" > 3) But if a customer send it from the customer webinterface, it doesn't > send a notification. > > Searched otrs lists and bugzilla and finally found something. > Hope this possible solution helps you. > > Regards, Armando de la Re > > #####################POSIBLE SOLUTION################################ > Bug 977 > http://bugs.otrs.org/show_bug.cgi?id=977 > "No notification for new ticket from webinterface" > > > ---------------------------------------------------------------------------------------- > In Kernel/System/Web/InterfaceCustomer.pm you can find the following line: > > $Self->{GroupObject} = Kernel::System::CustomerGroup->new(%{$Self}); > > Change it to: > $Self->{CustomerGroupObject} = > Kernel::System::CustomerGroup->new(%{$Self}); > ---------------------------------------------------------------------------------------- > > ####################################################################### > > >Date: Mon, 22 Jan 2007 20:14:05 +0500 > >From: "Ramziddin Artykov" < rartykov(a)gmail.com> > >Subject: [otrs] Notification problems > >To: otrs(a)otrs.org > >Message-ID: > > > >Hi > > >I am currently analysing otrs 2.1 with some definite purposes > >I've noticed that it doesn't send any notification to user accaount > >when he receives new ticket from the customer. I've checked the checkbox > >that tells > >"Send me a notification if there is new ticket in my queues" i have "yes" > to > >there. > >But it was useless. However it does send a notification about a follow-up > >What might be the problem. Please help ASAP. > > >Regards > > >Ramziddin >

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WebUploadCacheModule
by Jozsef Valkai 30 Jan '07

30 Jan '07

I want to store attachments in FS, I setp up this in Config.pm: $Self->{WebUploadCacheModule} = 'Kernel::System::Web::UploadCache::FS'; But I cannot find attachment in the FS, where can I find? How can I change the path of "upload" folder? -- Valkai Jozsef +36 70 36 28 147 valkaij(a)externet.hu jvalkai(a)gmail.com lat:N 47° lon:E 19°

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RE: [otrs] Disconnect invalidates 1 active statement handle
by David Hatcher 30 Jan '07

30 Jan '07

Never mind, I think I got it. I came across bug 1231 from http://bugs.otrs.org/show_bug.cgi?id=1231. I changed the code as indicated and the problem seems to be resolved. -Dave --- Kernel/System/DB.pm.old Wed Jun 14 15:45:49 2006 +++ Kernel/System/DB.pm Wed Jun 14 15:43:12 2006 @@ -217,6 +217,7 @@ ); } # do disconnect + $Self->{Curser}->finish() if (defined($Self->{Curser})); $Self->{dbh}->disconnect() if ($Self->{dbh}); return 1; } -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of David Hatcher Sent: Monday, January 29, 2007 2:50 PM To: User questions and discussions about OTRS.org Subject: [otrs] Disconnect invalidates 1 active statement handle Hello, Every 10 minutes I receive the message "You have new mail in /var/spool/mail/root." The mail indicates the following line. DBI::db=HASH(0xa185448)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 222, <PRODUCT> line 4. I can see line 222 as... $Self->{dbh}->disconnect() if ($Self->{dbh}); ...but how does this relate to line 4 and how do I fix this problem? Thanks, David [root@raidsrv04 mail]# You have new mail in /var/spool/mail/root >From otrs(a)raidsrv04.tanner.com Mon Jan 29 14:40:04 2007 Return-Path: <otrs(a)raidsrv04.tanner.com> Received: from raidsrv04.tanner.com (localhost.localdomain [127.0.0.1]) by raidsrv04.tanner.com (8.13.8/8.13.8) with ESMTP id l0TMe3uf025169 for <root(a)raidsrv04.tanner.com>; Mon, 29 Jan 2007 14:40:03 -0800 Received: (from otrs@localhost) by raidsrv04.tanner.com (8.13.8/8.13.8/Submit) id l0TMe3tJ025166; Mon, 29 Jan 2007 14:40:03 -0800 Date: Mon, 29 Jan 2007 14:40:03 -0800 Message-Id: <200701292240.l0TMe3tJ025166(a)raidsrv04.tanner.com> From: root(a)raidsrv04.tanner.com (Cron Daemon) To: root(a)raidsrv04.tanner.com Subject: Cron <otrs@raidsrv04> $HOME/bin/GenericAgent.pl -c db >> /dev/null Content-Type: text/plain; charset=UTF-8 Auto-Submitted: auto-generated X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> X-Cron-Env: <USER=otrs> DBI::db=HASH(0xa185448)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 222, <PRODUCT> line 4. _______________________________________________ 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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Disconnect invalidates 1 active statement handle
by David Hatcher 29 Jan '07

29 Jan '07

Hello, Every 10 minutes I receive the message "You have new mail in /var/spool/mail/root." The mail indicates the following line. DBI::db=HASH(0xa185448)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 222, <PRODUCT> line 4. I can see line 222 as... $Self->{dbh}->disconnect() if ($Self->{dbh}); ...but how does this relate to line 4 and how do I fix this problem? Thanks, David [root@raidsrv04 mail]# You have new mail in /var/spool/mail/root >From otrs(a)raidsrv04.tanner.com Mon Jan 29 14:40:04 2007 Return-Path: <otrs(a)raidsrv04.tanner.com> Received: from raidsrv04.tanner.com (localhost.localdomain [127.0.0.1]) by raidsrv04.tanner.com (8.13.8/8.13.8) with ESMTP id l0TMe3uf025169 for <root(a)raidsrv04.tanner.com>; Mon, 29 Jan 2007 14:40:03 -0800 Received: (from otrs@localhost) by raidsrv04.tanner.com (8.13.8/8.13.8/Submit) id l0TMe3tJ025166; Mon, 29 Jan 2007 14:40:03 -0800 Date: Mon, 29 Jan 2007 14:40:03 -0800 Message-Id: <200701292240.l0TMe3tJ025166(a)raidsrv04.tanner.com> From: root(a)raidsrv04.tanner.com (Cron Daemon) To: root(a)raidsrv04.tanner.com Subject: Cron <otrs@raidsrv04> $HOME/bin/GenericAgent.pl -c db >> /dev/null Content-Type: text/plain; charset=UTF-8 Auto-Submitted: auto-generated X-Cron-Env: <MAILTO=root@localhost> X-Cron-Env: <SHELL=/bin/sh> X-Cron-Env: <HOME=/opt/otrs> X-Cron-Env: <PATH=/usr/bin:/bin> X-Cron-Env: <LOGNAME=otrs> X-Cron-Env: <USER=otrs> DBI::db=HASH(0xa185448)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/Kernel/System/DB.pm line 222, <PRODUCT> line 4.

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