October 2007 - otrs - OTRS mailing lists

ITSMTicket install problem
by hamood Iqbal 20 Oct '07

20 Oct '07

hi, when i try to install ITSMTicket</otrs/index.pl?Action=AdminPackageManager&Subaction=ViewRemote&Source=http://ftp.otrs.org/pub/otrs/itsm/packages/&File=ITSMTicket-1.0.3.opm&Name=ITSMTicket&Version=1.0.3>i get this error . Error: MySQL server has gone away, SQL: 'INSERT INTO package_repository (name, version,[..] Bug Report: Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time: Sat Oct 20 07:19:37 2007 Message: MySQL server has gone away, SQL: 'INSERT INTO package_repository (name, version, vendor, filename, content_size, content_type, content, install_status, create_time, create_by, change_time, change_by) VALUES ('ITSMTicket', '1.0.3', 'OTRS GmbH', 'ITSMTicket-1.0.3.xml', '213', 'text/xml', ?, 'not installed', current_timestamp, 1, current_timestamp, 1)' Traceback (5256): Module: Kernel::System::Package::RepositoryAdd (v1.67) Line: 263 Module: Kernel::System::Package::PackageInstall (v1.67) Line: 565 Module: Kernel::Modules::AdminPackageManager::Run (v1.46) Line: 1083 Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670 Module: ModPerl::ROOT::ModPerl::Registry::D_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.81) Line: 203 Module: ModPerl::RegistryCooker::run (v1.81) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 please guide me what is the problem?

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Delay before sending e-mail
by Harry Cruz 20 Oct '07

20 Oct '07

Hello, Everyone! I've installed OTRS on a Debian-based Linux Distro and, fortunately, everythings goes okay (so far), except for a delay I get when performing an operation which relies on e-mail sending functionality, like answering a customer ticket. I run it on a MS Exchange Server, in an intranet. I think OTRS might be performing some kind of checking before actually sending the mail. If that's the case, what would that be? Have you ever experienced that? Best regards, Harry

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upgrade
by pri pri 19 Oct '07

19 Oct '07

hi all i am using otrs on windows small business server 2003. i am using version 2.2.1 which has a bug. the apache server keeps dropping and i get the httpd.exe failed error. i would like to upgrade to a bug free version. can somebody tell me what the procedure to upgrade is because i have to completely re install the new version. what kind of backup should i take or can i upgrade it without having re install the whole system. can i just include some modules that can help upgrading it to the bug free version. please let me know thank you _________________________________________________________________ Check out some new online services at Windows Live Ideas—so new they haven’t even been officially released yet. http://www.msnspecials.in/windowslive/

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Questione about owner permission
by Gabriele D'Andrea 19 Oct '07

19 Oct '07

Hi, I want to grant some users the permission to take ownership of tickets, but not the permission to assign tickets to other agents. Is this possible Thanks for replies Gabriele

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OTRS very slow
by Adriano Amaral 19 Oct '07

19 Oct '07

Have to agree with Mark. Also have to add that SBS is one of the worse windows platforms since you use as a SMB server, with exchange (CPU hog), ISA (cpu hog) and IIS. You give yourself no chance to start with. About upgrade, even with more CPU or RAM, the windows apps will hog the extra ponies you give them. Also doing a MySLQ dump of the bd's and restoring to another machine works perfectly so no worries on this side... Good luck C4ip Mark Nernberg a écrit: > From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of pri > pri > Sent: Friday, October 19, 2007 10:07 AM > To: User questions and discussions about OTRS.org > Subject: RE: [otrs] OTRS very slow > > hi > thanks for your reply. > i did not know windows platform was the problem here. > unfortunately OTRS is all set up and running here now. > is there any way to improve the performance? > will an upgrade to the latest version help? > thank you > > swatha > > > First, improving performance will require some analysis to find the > bottleneck(s). > > Secondly, what do you expect running Windows? You've started off with a > slow, inefficient platform. Fixing it now is like polishing a turd. You > will never get to 100%, since you're starting in a hole. PerlWin was never > all that efficient, either. > > Upgrading OTRS isn't going to make a difference. Upgrading the hardware > *might* make a difference. > > You need to test: network performance, disk i/o performance, web server > efficiency, and the database performance -- and that's for starters. > Perhaps by fixing disk i/o and the database performance you will find OTRS > to get to "acceptable" performance levels. Perhaps not. > > The other poster who suggested building and dedicating a Linux system is > on-the-money. Transferring your data and installation to a Linux box should > be fairly easy once you've got the base system built (i.e. Linux, Apache, > Perl, MySQL, all other prerequisites). > > > > > > > >> Date: Fri, 19 Oct 2007 15:41:33 +0200 >> From: lminost(a)denyall.com >> To: otrs(a)otrs.org >> Subject: Re: [otrs] OTRS very slow >> >> Hi, >> >> I would be interested and curious in seeing this "not slow" OTRS and see >> which time responses you have when displaying queue view, customer_user >> link and overall Agent Administration panels ... etc :) >> >> Which hardware do you have ? Which backend are you using please ? >> >> By the way, about pri pri question, I have also no experience about an >> OTRS install under Windows but as I can see and strongly think >> performance is not the best feature under OTRS, I can advise you to >> dedicate a linux box to OTRS, that will probably avoid some others >> problems linked to Windows ... >> >> Thanks by advance for your answers. >> >> Laurent MINOST >> >> >> Richard Hinkamp - BeSite a écrit : >> >>> We have an install with 100.000 tickets and it's not slow. It is not >>> running on Windows (Linux+mysql), so don't know about windows >>> > installs... > >>> Richard >>> >>> pri pri wrote: >>> >>>> hi all >>>> i have been using OTRS on windows small business server 2003 for 4 >>>> months now. >>>> i am using version 2.2.1 and wanted to know if the system gets very >>>> > slow > >>>> if there are more than 3000 tickets in my system. i have had frequent >>>> SPAM attacks and ended up with 16- 20 thousand e-mails in my system. >>>> the system is extremely slow. i would like to know if the system will >>>> get very slow if there are more than 3-4 thousand tickets. please let >>>> > me > >>>> know if you know anything about it. >>>> thank you >>>> >>> _______________________________________________ >>> 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 or 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 or consulting for your OTRS system? >> => http://www.otrs.com/ >> > ________________________________________ > Search from any Web page with powerful protection. Get the FREE Windows Live > Toolbar Today! Try it now! > > _______________________________________________ > 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 or consulting for your OTRS system? > > > > --

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OTRS very slow
by pri pri 19 Oct '07

19 Oct '07

hi all i have been using OTRS on windows small business server 2003 for 4 months now. i am using version 2.2.1 and wanted to know if the system gets very slow if there are more than 3000 tickets in my system. i have had frequent SPAM attacks and ended up with 16- 20 thousand e-mails in my system. the system is extremely slow. i would like to know if the system will get very slow if there are more than 3-4 thousand tickets. please let me know if you know anything about it. thank you _________________________________________________________________ Search from any Web page with powerful protection. Get the FREE Windows Live Toolbar Today! http://toolbar.live.com/?mkt=en-in

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how to access from another pc?
by hamood Iqbal 19 Oct '07

19 Oct '07

i am new to OTRS. please guide me how to access OTRS form another pc not from localhost. thanks

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Hide tickets, national characters and state changing
by Marius Flage 19 Oct '07

19 Oct '07

Hi there 1) How to "hide" tickets that the current user doesn't have lock on? Of course it should still be able to view them if you specifically want to, but just hide them from the view 2) National characters in the subject field. When sending out replies to tickets, national characters like "æ", "ø" and "å" aren't displayed at all, potentially leaving the subject field looking a bit odd. Is there a way to debug/fix this? I've set the charset of the system to utf-8. 3) I want to easily alter the state of a ticket without having to either enter a message or anything else. I just want the ability to go in to a ticket and set its status, without any questions asked :) Thanks in advance! Marius

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Search/order by ticket updated date
by Eirik Pettersen 19 Oct '07

19 Oct '07

I've asked this before, but got no response so I'll try again! Is there any way you can configure the queues to be ordered by the last updated date instead of the creation date? We close tickets when we answer them, but we allow follow-ups to reopen them. If a customer replies to an old ticket, they appear at the top of the list ahead of newer queries that were replied to perhaps more recently. We like to respond to each communication from a customer in order, not preferentially deal with those who have followed up older tickets. What we'd also like to do is actually do searches like 'show me tickets updated in the last 24 hours' but the only date field on the search page is the 'created date'. If there is nothing out there already, can anyone point us in the right direction as to submit a feature request, or how we may patch it to do that ourselves? Thanks, Eirik Eirik Pettersen, Chief Technology Officer, Gandi Group Ltd www.gandi.net/www.moonfruit.com

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Slow performance - repeated query
by Douglas Furlong 18 Oct '07

18 Oct '07

Good afternoon all. Just recently we've suffered a significant slowdown in the OTRS installation that we have (2.0.4). The system has 2gb of ram, and the DB size (on disk) is about 2.4gb, it would appear that the system spends a phernominal amount of time in IO wait, and the database is constantly processing queries even when the system is not in use. I enabled the feature in mysql to log slow queries, and I noticed on particular query repeating over and over, it is. SELECT id FROM article WHERE ticket_id = 1699 AND a_from = 'Martin' AND a_subject = 'Resolving' AND incoming_time = '1191601751'; Where the ticket ID and incoming time varies. grep -e Martin /var/log/mysql/log-slow-queries.log | grep Resolving | wc -l 49907 What may be causing the above to be constantly run against the DB, I see no similar queries being run for any of the other users within the environment. Does any one have any thoughts, or hints on where I could look for additional information. -- Douglas Furlong Senior Unix Administrator tel: +44 (0) 1727 891 423 fax: +44 (0) 1727 891 401 mob: +44 (0) 7795 601 836 web: www.arc.com ARC International, Verulam Point, Station Way, St Albans, AL1 5HE, United Kingdom.

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