August 2007 - otrs - OTRS mailing lists

no mail when a new ticket is created
by DupliPrint, CD en DVD duplicatie 03 Sep '07

03 Sep '07

Hello, I've made some new queues (for example 'hardware problems') and new groups ('intern users' and 'extern users') When I connect the queue 'hardware problems' to the group 'intern users' I don't get an emailnotification when a new ticket is created. If the ticketstate is changed, ticket is moved,.. I do get an emailnotification. If I connect the queue 'hardware problems' to the standardgroup 'users' I do get an emailnotification when a new ticket is created... What have I done wrong, missing a parameter somewhere?? Greetings, Rene Koning

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Pending Auto Close messages...
by Jeff Shepherd 31 Aug '07

31 Aug '07

I've been getting these messages via email, is this something that I should be concerned about or is there a way that I can disable these emails? ERROR: No Ticket::StateAfterPending found for 'Pending Auto Close' in Kernel/Config.pm! Thanks! -Jeff

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OTRS is slow
by pri pri 31 Aug '07

31 Aug '07

hi all i have loads of e-mails in my system and my system has become really slow. i am running OTRS on windows server 2003. i would like to know how i can clear the database by deleting all the closed tickets. i want to know if this will help increase the system speed? thank you _________________________________________________________________ "Post ads for free - to sell, rent or even buy.www.yello.in" http://ss1.richmedia.in/recurl.asp?pid=186

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Ticket age - increase only during working hours
by Matas Labasauskas 31 Aug '07

31 Aug '07

Hello, by default Ticket Age is increasing from creation moment. Would by nice to know, is it possible to get Ticket Age increasing only during set (9:00 - 18:00) working hours? thank you in advance, -- Matas

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new escalation-mechanism since v2.2
by Alexander Scholler 31 Aug '07

31 Aug '07

Hi, I would like to know the exact escalation-mechanismn since v2.2. When are the timeouts for * ticket unlock * first response to customer * update to customer * response-time reset, when do they stop? What happens with the current timeout in case of * a queue-change with different timeouts within the new queue? * a follow-up? What happens if a timeout is reached? Only a red warning in the agent-gui or is it possible to sent a mail-notification? Can you analyse (stats) how many tickets were worked on within time? I'm looking for a really exact and complete answer to these questions since only then, I want to use the new escalation-mechanismn in productive environment. I didn't find answers for this in the official docs. I think the sub Kernel::System::Ticket::TicketEscalationState is the key to these answers... Any help appriciated. Bye, Alex

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RE: [otrs] Charset problem at Agent LDAP synchronization
by Dan King 30 Aug '07

30 Aug '07

Hi, I had an issue with character sets being converted incorrectly. My issue was when data passed through mod_perl to and from the database. What I did to fix it is take the NLS_LANG environment variable and also make it a perl environment variable. The code I added was in the httpd.conf file for apache and it looked like the code below: PerlSetEnv NLS_LANG AMERICAN_AMERICA.WE8ISO8859P1 PerlPassEnv NLS_LANG Just replace the character set that you are using in your database and with LDAP. It may work but it may not. I am not using LDAP at all but I am using Oracle 10g. Let me know if it works out for you. Dan King Software Developer Canadian Resident Matching Service 613.237.0075 ext. 241 (Toll free) 877.CARMS.42 171 Nepean Street, Suite 300 Ottawa, ON, CAN K2P 0B4 www.carms.ca ------------------------------------------------------------------------------------ This e-mail message, including any attachments, is for the sole use of the intended recipients and may contain confidential and or privileged information. If you are not the intended recipient or this information has been forwarded in error, please contact the sender by reply e-mail and destroy copies of the original message. Ce message (incluant toute pièce jointe) s'adresse uniquement au(x) destinataire(s) prévu(s) ou à une personne autorisée à le recevoir en son (leur) nom. Il pourrait contenir des renseignements confidentiels ou protégés. Si vous l'avez reçu par erreur, nous vous prions d'en informer l'auteur dans les meilleurs délais, de ne pas divulguer son contenu et de le supprimer de votre système. Merci. -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sándor Fehér Sent: August 29, 2007 5:01 PM To: otrs(a)otrs.org Subject: [otrs] Charset problem at Agent LDAP synchronization Hi, There is a small but annoying problem in 2.2.2 Here is my scenario: The otrs box uses utf8 as default charset. It connects to an oracle 10g database uses EE8MSWIN1250 charset. My problem is that the Agent users' data got converted in bad format. The customers data get synchronized perfectly. My LDAP container uses utf8 also. In Config.pm at Customers section I use these options: SourceCharset => 'utf8',# DestCharset => 'iso-8859-2', But what about the Agent section ? How can I influence the conversion similar like above ? And at the end the bad news : I have a test system with 2.2.1 and it works fine with the same settings. Regards. Sandor _______________________________________________ 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/

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MySQL Databases...
by Jeff Shepherd 30 Aug '07

30 Aug '07

Hello, I was wondering how many tables OTRS v2.2.2 should have for the MySQL database. I'm having a few MySQL problems and I just want to make sure that I'm not missing any tables. Thanks! -Jeff

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otrs: initial configuration
by Tim Streater 30 Aug '07

30 Aug '07

Hi, We are just starting to evaluate otrs, and an initial setup has been done by our systems group. I've created an en_Custom.pm and those changes look OK. What I want to do next is to make otrs use, for its lists of users, an existing and populated mysql database, while keeping tickets themselves in the test mysql db that was set up for me. If I understand the docs correctly, I can do this by adding stuff into Config.pm. It looks like what I need to add is from section 11.2 of the Admin manual: $Self->{CustomerUser} = { .. .. .. } and in there I set it to use an external database and change the names of fields to match those already in use in the existing db. However, when I do this and restart otrs, I get: Software Error: Got no MainObject! at /home/operations/OTRS/otrs-2.2.2//Kernel/System/DB.pm line 85 Any clue as to why (like, can't do this, or check that) would be appreciated. Thanks, ___________________________________________________________________ * * Tim Streater Network Engineer * * * City House * 126-130 Hills Road Tel +44 1223 371300 * Cambridge CB2 1PQ Fax +44 1223 371371 D A N T E United Kingdom WWW http://www.dante.net ____________________________________________________________________

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Have "Participant" option in New Email Ticket
by djtzar 30 Aug '07

30 Aug '07

HI , This is probably an unusual request , but is it possible to have a "Participant" (like in when creating a new event in Calendar) in the "Email Ticket" , this would then inform multiple agents if a ticket is updated etc. Thank you in advance Daniël

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Charset problem at Agent LDAP synchronization
by Sándor Fehér 30 Aug '07

30 Aug '07

Hi, There is a small but annoying problem in 2.2.2 Here is my scenario: The otrs box uses utf8 as default charset. It connects to an oracle 10g database uses EE8MSWIN1250 charset. My problem is that the Agent users' data got converted in bad format. The customers data get synchronized perfectly. My LDAP container uses utf8 also. In Config.pm at Customers section I use these options: SourceCharset => 'utf8',# DestCharset => 'iso-8859-2', But what about the Agent section ? How can I influence the conversion similar like above ? And at the end the bad news : I have a test system with 2.2.1 and it works fine with the same settings. Regards. Sandor

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