May 2007 - otrs - OTRS mailing lists

Time interval in Stats doesn't work
by Myles Musser 10 May '07

10 May '07

Hi everyone, I have a problem with the stats I'm trying to run with OTRS 2.1.4. I've got the X-axis value set to create time, and I want to run a day-by-day ticket analysis of tickets in a given queue. I've set the scale to allow me either Months or Days, and I've deselected the "Fixed" field in on these fields to allow me to choose which date range I'd like. However, no matter what date range I choose when running my stats, it always chooses the maximum allowable period instead of what I've selected. Any thoughts on why this is happening? -- ~ Jadon Rose "/Experience a writer's heart"/

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Performance of web interface?
by Mike Dent 10 May '07

10 May '07

Hi, Since installing OTRS recently I've noticed the speed of the web interface has been a touch on the slow side. There seems just under a 4 second delay after clicking a button/link in OTRS before the page is loaded. The box I am running it on is a VIA EPIA 600Mhz with 512mb of ram. Not the most snappy box but it runs RT 3.6 fast, SugarCRM is faster then OTRS. OS is Ubuntu 6.10 and OTRS 2.1.7 . The httpd error log contains these two entries each time a link is clicked in otrs:- [Thu May 10 08:49:44 2007] [error] [client 192.168.1.27] [Thu May 10 08:49:44 2007] index.pl: DBI::db=HASH(0x888ad68)->disconnect invalidates 1 active statement handle (either destroy statement handles or call finish on them before disconnecting) at /opt/otrs/bin/cgi-bin/../../Kernel/System/DB.pm line 223., referer: http://test.ceders.local/otrs/index.pl? [Thu May 10 08:49:44 2007] [error] [client 192.168.1.27] File does not exist: /var/www/favicon.ico Thanks Mike

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[Fwd: OTRS Configuration]
by d.shri＠drushti.in 10 May '07

10 May '07

Any reply ? ---------------------------- Original Message ---------------------------- Subject: OTRS Configuration From: d.shri(a)drushti.in Date: Wed, May 9, 2007 4:07 pm To: otrs(a)otrs.org -------------------------------------------------------------------------- Hi, I have configured,installed OTRS on my machine.Now I have exim and fetchmail installed on my machine.How to integrate the Exim for outoging mail and Fetchmail for incoming mail/queue ? I have installed the "Apache2::Reload" perlmodule for apache2 but the "Package Manager" of Admin link is giving the error like : Error: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and PerlInitHan[..] ------------ Shrinivas Devarkonda, Drushti NET, 3, Abhinav Apartments, 778, Congress House Road, Next to Congress Bhavan, Shivajinagar, Pune -05. Email : d.shri(a)drushti.in.

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OTRS Configuration
by d.shri＠drushti.in 09 May '07

09 May '07

Hi, I have configured,installed OTRS on my machine.Now I have exim and fetchmail installed on my machine.How to integrate the Exim for outoging mail and Fetchmail for incoming mail/queue ? I have installed the "Apache2::Reload" perlmodule for apache2 but the "Package Manager" of Admin link is giving the error like : Error: Sorry, Apache::Reload or Apache2::Reload is needed as PerlModule and PerlInitHan[..] -- Shrinivas Devarkonda, Drushti NET, 3, Abhinav Apartments, 778, Congress House Road, Next to Congress Bhavan, Shivajinagar, Pune -05. Mobile : 91 - 9850270269 Email : d.shri(a)drushti.in.

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New user in OTRS
by Filippo Fiorani 09 May '07

09 May '07

Hi, I've installed OTRS (2.0.4) on a Debian 4.0 (Etch) server: I've followed "the easy way", using the .deb package. I can log in and play around while reading OTRS docs. Everything looks fine. Whenever I log in and try to add a new user (or a new client) tough, I get an error page with this: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Tue May 8 19:35:44 2007 Message: Email address (filippo.f(a)condor.it) not valid (invalid filippo.f(a)condor.it (no mail exchanger (mx) found!)! )! Traceback (4323): Module: Kernel::System::User::UserAdd (v1.50) Line: 223 Module: Kernel::Modules::AdminUser::Run (v1.31 ) Line: 192 Module: Kernel::System::Web::InterfaceAgent::Run (v1.8) Line: 651 Module: ModPerl::ROOT::ModPerl::Registry::usr_share_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 47 Module: (eval) (v1.80) Line: 203 Module: ModPerl::RegistryCooker::run (v1.80) Line: 203 Module: ModPerl::RegistryCooker::default_handler (v1.80) Line: 169 Module: ModPerl::Registry::handler (v1.99) Line: 30 I've found something about this, telling me to disable CheckMXsomething in Config.pm... which I've found in /etc/otrs/Kernel and looked already turned off. So, question is: what am I doing wrong or overlooking? What is my system missing? Is there any good-installation-checklist for otrs? Thanks in advance for any help. Cheers, Filippo

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customer_user table, meanings?
by Mike Dent 09 May '07

09 May '07

Hi, What are the meanings of fields valid_id create_time create_by change_time change_by in customer_user table. Are these fields important if I am just doing a bulk import of a few hundred customers? thanks Mike

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Getting OTRS database back to original state.
by Mike Dent 09 May '07

09 May '07

Hi, I'm testing OTRS. Is it possible to get the original database like at install time back? thanks Mike

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screen after pressing "submit" to send an answer
by Tabitha Stang 09 May '07

09 May '07

Hello, After a ticket is sent to the customer using the normal "submit" button, the user is taken back to a queue. The way our setup is done, we really need the user to be taken to the "locked tickets" view instead. How can we do this? I searched the archive, but unfortunately couldn't find an answer. Could someone please help? Thanks so much! Tabitha

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Autofill "Time unit" field
by Chef Tony 09 May '07

09 May '07

Hi I have to autofill the "Time unit" field in the "Close ticket" webpage. Can someone explain me how modify to obtain this behaviour? thanks

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Using OTRS API
by Patric 09 May '07

09 May '07

Hi guys, I hope somebody can help me. I want to use the OTRS rpc to create a new ticket to a customer via a php script. I have had a look at the rpc-example.pl, but unfortunately I dont know much about perl or soap for that matter. Is there any documentation that might help me, or could anybody point me in the right direction? Any help would really be appreciated! Thanks Patrick ---------------------------------------------------------------------- Finally - A spam blocker that actually works. http://www.bluebottle.com

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