August 2007 - otrs - OTRS mailing lists

RE: [otrs] deleteting data from OTRS
by Alan McKeown 22 Aug '07

22 Aug '07

Hi, Is there any way then of making the interface more user friendly. It look then that the interface will just get bigger and bigger, For example now when I look at the page Customer Users <-> Groups it is very large and becomes difficult to manage, the same will be for User <-> Groups. If the data is held in a database then there must be an entity model with all the relationships which would allow me to delete data? Does such a document exist and would you let people such as myself look at it? Regards Alan Alan Mckeown JoraPh Consulting Ltd Suite 1.05 Grosvenor House Central Park Telford TF2 9TW Mobile: +44 (0)7841 996 331 Skype: joraph_alanm Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 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. ********************************************************************** -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: 22 August 2007 10:43 To: User questions and discussions about OTRS.org Subject: Re: [otrs] deleteting data from OTRS Alan McKeown wrote: > I understand that but if things don't get deleted then the admin > interface for users, customers etc becomes very messy. Deleting > would be > a good option. Is this possible? I don't think it's possible, or at least not a good idea. I believe that when you would delete a customer, OTRS would have to also delete all the associated tickets and other data or the database would no longer be consistent. I believe that's why there is no delete option. Setting a customer to be no longer valid makes sure that customer can no longer login, but the customer's ticket history is still available for searching for instance. Nils Breunese. -- 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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RE: [otrs] deleteting data from OTRS
by Alan McKeown 22 Aug '07

22 Aug '07

Hi Nils, I understand that but if things don't get deleted then the admin interface for users, customers etc becomes very messy. Deleting would be a good option. Is this possible? Regards Alan Alan Mckeown JoraPh Consulting Ltd Suite 1.05 Grosvenor House Central Park Telford TF2 9TW Mobile: +44 (0)7841 996 331 Skype: joraph_alanm Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 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. ********************************************************************** -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: 22 August 2007 09:51 To: User questions and discussions about OTRS.org Subject: Re: [otrs] deleteting data from OTRS Alan McKeown wrote: > Is it possible from within the web interface to remove agents, > users, groups, queues. > > I have a couple of customers who are not supported anymore and I > want to carry out a tidy up operation. The OTRS philosophy is to not ever delete anything. You can set customers to be no longer valid though. Just login as a user that can access the Admin section and there you can change your agents, users, etc. See chapter 5 of the Admin Manual: <http://doc.otrs.org/2.2/en/ html/c737.html>. Nils Breunese. -- 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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deleteting data from OTRS
by Alan McKeown 22 Aug '07

22 Aug '07

Hi, Is it possible from within the web interface to remove agents, users, groups, queues. I have a couple of customers who are not supported anymore and I want to carry out a tidy up operation. Regards Alan Alan Mckeown JoraPh Consulting Ltd Suite 1.05 Grosvenor House Central Park Telford TF2 9TW Mobile: +44 (0)7841 996 331 Skype: joraph_alanm Office: +44 (0)8700 433877 Fax: +44 (0)1952 825058 http://www.joraph.com <blocked::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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ORTS user and Cron Jobs
by RT - Christian - OpenSUSE 22 Aug '07

22 Aug '07

Hello all, I am new to Linux, Open SUSE 10.2 to be specific so please bare with: The issue I am having is that OTRS's Cron Jobs are not running, specifically not getting any new mail into the RAW queue. When I look into starting the jobs, here's what I get: rt:/opt/otrs/bin # sudo -u otrs ./Cron.sh start otrs Nocronjobs in /ver/cron found! * Check the $HOME (/etc/passwd) of the OTRS user. It must be in the root dir of your OTRS system (e.g. /opt/orts). rt:/opt/otrs/bin # crontab -l -u otrs no crontab for otrs rt:/opt/otrs/bin # Trying a different approach results in the same: rt:/opt/otrs/bin # su otrs rt:/opt/otrs/bin # ./Cron.sh start Nocronjobs in /ver/cron found! * Check the $HOME (/etc/passwd) of the OTRS user. It must be in the root dir of your OTRS system (e.g. /opt/orts). What I have noticed in reviewing the otrs docs is something is wrong with the "su otrs" user. I am guessing i should have a rt:/bin $ result after using the su command. Any guidance on how to remedy this? Thanks in advance!

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RE: [otrs] ticketc owend by admin not queue agent
by Alan McKeown 21 Aug '07

21 Aug '07

Hi, Thanks for this. Is it possible to add this generic agent from the web interface? Regards Alan -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sébastien Prud'homme Sent: 20 August 2007 21:58 To: User questions and discussions about OTRS.org Subject: Re: [otrs] ticketc owend by admin not queue agent This is the normal behaviour. When a new ticket arrives in a queue, it is in the "new" state, no agent is working on it yet and the owner is 'administrator'. An agent can be the owner either be locking the ticket, by adding a response to it or if another agent change the owner of the ticket. You can add a GenericAgent if you want the ticket to be automaticaly owned by your agent: http://lists.otrs.org/pipermail/otrs/2004-October/006376.html 2007/8/20, Alan McKeown <Alan.McKeown(a)joraph.com>: > > hello, > I have a customer creating tickets which go to the correct queue. > I have an agent who has the queue in his group set-up however the new ticket > is owned by 'administrator' and not the queue agent. Please can some help > with this? > > regards > > Alan > -- > This message has been scanned for viruses and > dangerous content by JoraPh Consulting, (Server #1) > and is believed to be clean. > _______________________________________________ > 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/ -- This message has been scanned for viruses and dangerous content by JoraPh Consulting Ltd (Server #1), and is believed to be clean. -- 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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RE: OTRS is too slow
by Gerhard Weber 21 Aug '07

21 Aug '07

Hi everybody, I don't want to start a programming language discussion, but perl is not the cause if otrs is too slow for you. See http://shootout.alioth.debian.org/gp4/benchmark.php?test=all&lang=perl&l ang2=php for a comparision of perl and php according to speed. (Ok, I admid, I'm a perl fan ;) I don't want to blame the otrs-people - thanks for a great software! - but personally I think it's more in the design than in the language. Some ideas: * One thing is IMHO the template system - otrs might benefit greatly from a better (faster) system like e.g. HTML::Templates. * All parameters are passed by value not by reference (well allmost all). So there's a lot of copying in memory. * If you turn on mysql query log, you see that there are *lots* of queries. I don't know the system well enough (and there is the otrs caching mechanism) but maybe... * All the stylesheets and javascript is included in the HTML pages, instead of using extra files. This increases the webserver load (and the amount of delivered data). These are only ideas of course... and just from someone who only worked for a short time with otrs. And who is just guessing and did no benchmarks... Greetings, Gerhard

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Re: [otrs] First Login- Windows Version - Total Newbie Question
by Laurent Minost 21 Aug '07

21 Aug '07

Hi, This message indicates that you're having a problem with your database configuration (login and/or password incorrect). Please check in your Config.pm for OTRS Database config (mysql it seems) that login and password you provided are OK. BR. Laurent Minost Le mardi 21 août 2007 à 10:20 -0400, Dane Roose a écrit : > I know this is a newbie question and I know nothing about PERL but > this is simply killing me! > > > > I just installed OTRS (for Windows) and the documentation tells me > that for the first login I must use root@localhost as my username and > root as my password. No problem understanding that BUT…… > > > > It does not tell me HOW to enter that username/password combo. Is > there a script I have to edit something? > > > > I am trying to login via my web browser with the URL of > http://localhost/otrs/index.pl and all I get is: > > > > [ OTRS ] > > > 00:14:42 - 08/21/2007 > > > > > > > Error: Access denied for user 'otrs'@'localhost' (using password: > YES) > > > Comment: > > > Please contact your admin > > > Bug Report: > > > > > ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: > MSWin32 Time: Tue Aug 21 00:14:42 > 2007 > > Traceback: Message: Access denied > for user 'otrs'@'localhost' (using > password: YES) > > Traceback (2692): > Module: Kernel::System::DB::new > (v1.73) Line: 174 > Module: > Kernel::System::Web::InterfaceAgent::Run (v1.22) Line: 144 > Module: > ModPerl::ROOT::ModPerl::Registry::C_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 > > > > > > > > I appreciate any help I can get here. Sorry to post such a basic > newbie question but I am losing my mind! I have scoured the net and > user groups all to no avail…… > > > > Thanks so much in advance……… > > > > Dane Roose > > Project Engineer > > davidlogo > > D.A.V.I.D. Systems Inc. > > > > _______________________________________________ > 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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How to tweak the AgentQueueView?
by Ron DeFulio 21 Aug '07

21 Aug '07

Hello All, I'm new to OTRS and this mailing list. I just recently implmented OTRS to handle our support email needs, and so far everything is working great! Every tweak request that's come along has been doable in some form. My gratitude goes out to the programmers who have made OTRS everything that it is! I've been scouring the options and (to the best of my ability) the list postings to find out how I can achieve these tweaks. Our agents would like to see the last-activity (wether it is an internal note, or a reply to the customer) for items in the AgentQueue rather than the original customer email. In a lot of cases we've already sent a response to the customer and we're waiting to hear back, so we don't want to close the ticket until we've gotten a response. In other cases we need to do some internal work before we can get back to the customer with the answer. I configured a new pending mode called "pending customer response" .. We set the ticket to this pending mode, and give it a timeout period of a week. (It defaults to 24 hours right now, I'd like to change this but can't figure out how). When the timeout expires, the ticket reappears in the queue with a "no response" status. This is a sign for the agents to contact the customer to expedite closing out the ticket. Its these cases where tickets have already been addressed and the agents need to zoom into the ticket to see the history and click on the last-reply or last-note to see what remains to be done. If I could find a way to show the last-note or last-reply in the AgentQueueView that would be ideal. Finally, some of the ticket-parameters in the AgentQueueView are truncated. Theres apparrently a maximum length after which the words get truncated with [..]. For example, we have a queue called "Certificate Requests" .. In the agent queue view this appears as "Queue: Certificate Reques[..]". I'd like to either turn off the [..] feature, or increase the maximum line length. Again I couldn't find the relevant system setting. So, in summary, these are my tweaks - (1) Show last activity in the AgentQueueView preview (2) Set default of 1 week for pending items, instead of 24 hours. (3) Expand maximum string length in AgentQueueView for QueueName, Status, etc. If I need to change the source, I'm not much of a perl programmer but if you point me in the right direction I can hack my way through. Thanks in advance for any advice! Ron

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reply with whole ticket thread inline
by Stephen Gebbie 21 Aug '07

21 Aug '07

Hi is it possible to have a 'compose answer' action that can include the whole ticket history. (i dont mind the fact any internal notes would be shown to the user) i've changed Frontend::Agent::Ticket::ViewZoom so i can now view the whole history on 1 page, but when i choose to reply to the user I want that whole history as part of the email. eg If i need to forward the thread to a non otrs user. the perfect solution would also be if what ever modification lets me do this wasnt global. Ideally I could make this 'special repsonse' only for 1 or 2 specific queues. but if i need to make global changes, no problems thanks

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Re: [otrs] OTRS 2.2 on Windows 2003 Server error messages
by Ron DeFulio 21 Aug '07

21 Aug '07

Hello, I wanted to follow up to this posting to say that the MYSQL that installs with the otrs-win32 package by default is an older version (5.0.37). I upgraded to mysql 5.0.45 on the server and all the crashing went away. I also had issues where the queues did not display all applicable tickets (only the 'new' tickets would appear, not open or otherwise). This symptom also went a way with a mysql update. First I shutdown otrs with OTRS_Stop.bat, then I simply extracted the 5.0.45 mysql server files into c:\otrs\mysql.new then renamed c:\otrs\mysql to mysql.old and renamed mysql.new to mysql. Then restarted everything with OTRS_Start.bat. Everything worked great after that. Thanks Ron > Re: [otrs] OTRS 2.2 on Windows 2003 Server error messages > Jurgen de Wijs > Thu, 02 Aug 2007 04:15:06 -0700 > I have done some more investigations is the log files and it seems > that the error is caused when the module "pendingjobs.pl" is executed. > I have started this job from the command line and then no error > message is generated. > I searched in bugtraq but found no known error related to this module. > Regards, > Jurgen de Wijs > 2007/7/30, Maciej Łoszajc <[EMAIL PROTECTED]>: > > > I am running version 2.2.1 > > > > > > Did you find a way around it? > > > > > > I'm as well running 2.2.1 and had the same problem. But the funny thing is > > that I had 3 installations of OTRS, one on my private laptop [XP HE], one on > > company laptop [XP Pro] and one on Win 2003 Server SE. All three gave me the > > same error [perl.exe and mysqll.dll]. 2 days ago suddenly this error stopped > > occurring on both laptops [I didn't make any changes in configuration of > > OTRS]. I still have to check the server version, but if there's also no > > problem anymore that would be the most amazing bug I have ever heard of... > > > > Check my mail post on this group from 2007-07-17. > > > > Best regards, > > Maciej Łoszajc > > IT-Administrator > > www.faberpolska.pl > >

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