February 2008 - otrs - OTRS mailing lists

OTRS slow? Especially index.pl?
by Nielson, Adam 27 Feb '08

27 Feb '08

Any troubleshooting ideas or suggestions as to why OTRS loads extremely slow? When you go to index.pl, it takes quite awhile to load all the icons, but eventually does, when trying to access other portions of the index.pl admin website, it is also really slow. Any thoughts are greatly appreciated. Thank you, Adam Nielson

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Problems after upgrade from 2.0.x to 2.2.4
by Sven Schlüter 27 Feb '08

27 Feb '08

-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi all, we are using otrs as a customer support ticket system since one year now. its running on a debian inside a virtual machine. I did an upgrade via debian apt-get (first changed the sources.list to lenny) The upgrade failed hard and I was constrained to force a manual database upgrade. It seems like debian failed at one table and wasnt able to update the other tables as well. anyway, it seems to work after this manual editing for about two weeks. now, we can see a lot of trouble coming up. First, if we get a new ticket !!!sometimes!!! we get the mailmessage with the ticketnumber and a link inside, but THIS ticketid is never used in the whole database ... I mean, we get the notification, but it wasnt produced a real-full-ticket. Second, I can work with my user, see the relationship groups<-->users, but if I take a look on users only, no user is listed... I think all of this have to do with a database problem, but I can not get it. I need someone with a deeper knowledge of the OTRS anybody an idea? I am really open minded for every suggestion. thanks - -- cheers Sven Schlüter Technischer Consultant THE BRISTOL GROUP Deutschland GmbH Enterprise IT-Security Provider Sven Schlüter, Technischer Consultant Robert-Bosch-Straße 11 63225 Langen Telefon +49 (0) 6103 20 55 300 Telefax +49 (0) 6103 70 27 87 IT-Security 24h Notrufnummer 0900-1192022-001 (1,99€/min) Sven.Schlueter(a)bristol.de www.bristol.de PGP Fingerprint: 5394 1967 6D5C 59CA 4250 5C54 37A9 7B9D F7FD F7A4 *************************************************************************************** Die BRISTOL GROUP plant, liefert, installiert und wartet die wichtigen IT-Sicherheitskomponenten für einen stabilen und zuverlässigen Netzwerkbetrieb. Wir beschäftigen uns ausschliesslich mit referenzierten und bewährten Speziallösungen für die IT-Sicherheit. *************************************************************************************** Geschäftsführung: Ruth Townsend, Susanne Daum HRB 34479, Amtsgericht Offenbach am Main - --------------------------------------------------------------------------------------------------------------------------- Die Information in dieser E-Mail ist vertraulich und exklusiv für den Adressatenkreis bestimmt. Unbefugte Empfänger haben kein Recht, vom Inhalt Kenntnis zu nehmen, fehlgeleitete E-Mails sind sofort zu löschen. Weiterleiten oder Kopieren darf, auch auszugsweise, nur mit ausdrücklicher, schriftlicher Einwilligung der BRISTOL GROUP DEUTSCHLAND GmbH erfolgen. In jedem Fall ist sicherzustellen, dass keinerlei inhaltliche Veränderungen erfolgen. Die BRISTOL GROUP DEUTSCHLAND GmbH ist von der Richtigkeit des Inhalts und der Übertragung dieser E-Mail überzeugt. Eine Haftung dafür ist jedoch ausgeschlossen. This is a confidential communication intended only for the named addressee. If you have received this communication in error, please notify us and return and delete it without reading it. This e-mail may not be disclosed, copied or distributed in any form without the obtained permission in writing of BRISTOL GROUP DEUTSCHLAND GmbH. In any case, it may not be altered or otherwise changed. Whilst BRISTOL GROUP DEUTSCHLAND GmbH believes that the information is correct at the date of the e-mail, no warranty and representation is given to this effect and no responsibility can be accepted by THE BRISTOL GROUP DEUTSCHLAND GmbH . - --------------------------------------------------------------------------------------------------------------------------- -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHxDBvN6l7nff996QRAt8DAJ0fo5wS3JuCTVPKqGxA8xNznhXDxQCbBEPM 3AiTBOOGarX0VIGGmrPlvms= =xusT -----END PGP SIGNATURE-----

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Send customer email on change raw queue
by Francesco Simonini 26 Feb '08

26 Feb '08

This is the problem: when otrs download by pop3 new mails it open a ticket for any of that mails. I don't want this because some mail are not relevant and I can't apply any kind of filter. My workaround is to not send automatically notify email to the customer with the ticket id just open and manually move to Junk queue the "not relevant" tickets. Is there the possibility to send email to the customer when I move the correct ticket from Raw queue to another queue? Thanks a lot, Francesco.

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Ticket Grading
by Carlos A Cardona Gomez 26 Feb '08

26 Feb '08

Hello, I'd like to know if is there a way I can make customers give some feedback about the way the ticket has been solved. I was thinking about 3 checkboxes to grade the ticket... happy, acceptable, bad... or something like that... maybe a module I can install on otrs... Thanks in advance for any idea. Carlos Cardona. -----Mensaje original----- De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de otrs-request(a)otrs.org Enviado el: Martes, 26 de Febrero de 2008 12:03 p.m. Para: otrs(a)otrs.org Asunto: otrs Digest, Vol 55, Issue 78 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. RE: closed ticket email notify with note (LQ Marshall) 2. Re: closed ticket email notify with note (Francesco Simonini) 3. Problems after upgrade from 2.0.x to 2.2.4 (Sven Schl?ter) 4. RE: when phone ticket / email ticket (Forms) 5. RE: Mod perl... (Nielson, Adam) 6. Re: closed ticket email notify with note (Lars J?rgensen) 7. Re: Problems after upgrade from 2.0.x to 2.2.4 (Lars J?rgensen) ---------------------------------------------------------------------- Message: 1 Date: Tue, 26 Feb 2008 10:35:03 -0500 From: "LQ Marshall" <qmarshall(a)inetspace.net> Subject: RE: [otrs] closed ticket email notify with note To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> Message-ID: <20080226153516.908A165DBE(a)osser.otrs.com> Content-Type: text/plain; charset="US-ASCII" > > I to all, I have a question: when I close a ticket I write > a note. I > > would like that this note is included in the e-mail notification to > > customer. I can't find how it is possible. > > That note is an internal note, it will not be sent to the customer. If I want to send a message on close, I send a email and set the next state to close. LQ ------------------------------ Message: 2 Date: Tue, 26 Feb 2008 16:38:50 +0100 From: "Francesco Simonini" <francesco.simonini(a)gmail.com> Subject: Re: [otrs] closed ticket email notify with note To: "User questions and discussions about OTRS.org" <otrs(a)otrs.org> Message-ID: <c38183a90802260738y51ad5140x15d6b8cec3b6e012(a)mail.gmail.com> Content-Type: text/plain; charset=ISO-8859-1 Ok, thank you too. Francesco. 2008/2/26, LQ Marshall <qmarshall(a)inetspace.net>: > > > I to all, I have a question: when I close a ticket I write > > a note. I > > > would like that this note is included in the e-mail notification to > > > customer. I can't find how it is possible. > > > > That note is an internal note, it will not be sent to the customer. > > > If I want to send a message on close, I send a email and set the next state > to close. > > > LQ > > > _______________________________________________ > 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/ > ------------------------------ Message: 3 Date: Tue, 26 Feb 2008 16:29:51 +0100 From: Sven Schl?ter <sven.schlueter(a)bristol.de> Subject: [otrs] Problems after upgrade from 2.0.x to 2.2.4 To: otrs(a)otrs.org Message-ID: <47C4306F.8010405(a)bristol.de> Content-Type: text/plain; charset=ISO-8859-15 -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi all, we are using otrs as a customer support ticket system since one year now. its running on a debian inside a virtual machine. I did an upgrade via debian apt-get (first changed the sources.list to lenny) The upgrade failed hard and I was constrained to force a manual database upgrade. It seems like debian failed at one table and wasnt able to update the other tables as well. anyway, it seems to work after this manual editing for about two weeks. now, we can see a lot of trouble coming up. First, if we get a new ticket !!!sometimes!!! we get the mailmessage with the ticketnumber and a link inside, but THIS ticketid is never used in the whole database ... I mean, we get the notification, but it wasnt produced a real-full-ticket. Second, I can work with my user, see the relationship groups<-->users, but if I take a look on users only, no user is listed... I think all of this have to do with a database problem, but I can not get it. I need someone with a deeper knowledge of the OTRS anybody an idea? I am really open minded for every suggestion. thanks - -- cheers Sven Schlüter Technischer Consultant THE BRISTOL GROUP Deutschland GmbH Enterprise IT-Security Provider Sven Schlüter, Technischer Consultant Robert-Bosch-Straße 11 63225 Langen Telefon +49 (0) 6103 20 55 300 Telefax +49 (0) 6103 70 27 87 IT-Security 24h Notrufnummer 0900-1192022-001 (1,99¤/min) Sven.Schlueter(a)bristol.de www.bristol.de PGP Fingerprint: 5394 1967 6D5C 59CA 4250 5C54 37A9 7B9D F7FD F7A4 *************************************************************************************** Die BRISTOL GROUP plant, liefert, installiert und wartet die wichtigen IT-Sicherheitskomponenten für einen stabilen und zuverlässigen Netzwerkbetrieb. Wir beschäftigen uns ausschliesslich mit referenzierten und bewährten Speziallösungen für die IT-Sicherheit. *************************************************************************************** Geschäftsführung: Ruth Townsend, Susanne Daum HRB 34479, Amtsgericht Offenbach am Main - --------------------------------------------------------------------------------------------------------------------------- Die Information in dieser E-Mail ist vertraulich und exklusiv für den Adressatenkreis bestimmt. Unbefugte Empfänger haben kein Recht, vom Inhalt Kenntnis zu nehmen, fehlgeleitete E-Mails sind sofort zu löschen. Weiterleiten oder Kopieren darf, auch auszugsweise, nur mit ausdrücklicher, schriftlicher Einwilligung der BRISTOL GROUP DEUTSCHLAND GmbH erfolgen. In jedem Fall ist sicherzustellen, dass keinerlei inhaltliche Veränderungen erfolgen. Die BRISTOL GROUP DEUTSCHLAND GmbH ist von der Richtigkeit des Inhalts und der Übertragung dieser E-Mail überzeugt. Eine Haftung dafür ist jedoch ausgeschlossen. This is a confidential communication intended only for the named addressee. If you have received this communication in error, please notify us and return and delete it without reading it. This e-mail may not be disclosed, copied or distributed in any form without the obtained permission in writing of BRISTOL GROUP DEUTSCHLAND GmbH. In any case, it may not be altered or otherwise changed. Whilst BRISTOL GROUP DEUTSCHLAND GmbH believes that the information is correct at the date of the e-mail, no warranty and representation is given to this effect and no responsibility can be accepted by THE BRISTOL GROUP DEUTSCHLAND GmbH . - --------------------------------------------------------------------------------------------------------------------------- -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFHxDBvN6l7nff996QRAt8DAJ0fo5wS3JuCTVPKqGxA8xNznhXDxQCbBEPM 3AiTBOOGarX0VIGGmrPlvms= =xusT -----END PGP SIGNATURE----- ------------------------------ Message: 4 Date: Tue, 26 Feb 2008 09:53:16 -0600 From: "Forms" <forums(a)grupocash.com.mx> Subject: RE: [otrs] when phone ticket / email ticket To: "'User questions and discussions about OTRS.org'" <otrs(a)otrs.org> Message-ID: <!~!UENERkVCMDkAAQACAAAAAAAAAAAAAAAAABgAAAAAAAAAe+IP8AHIbEap78Tn9cWiIcKAAAAQAAAA85fMsrgVIEWRqJi4lpEyhQEAAAAA(a)grupocash.com.mx> Content-Type: text/plain; charset="us-ascii" Thanks a lot Josh Carlos, _____ De: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Joshua Scott Enviado el: Martes, 26 de Febrero de 2008 09:28 a.m. Para: User questions and discussions about OTRS.org Asunto: Re: [otrs] when phone ticket / email ticket Well, the 'phone ticket' simply creates a ticket in the queue, which the customer can view (if you give access). The 'email ticket' sends an email to the customer, so I only use that if I need that functionality. Josh On Tue, Feb 26, 2008 at 9:06 AM, Forms <forums(a)grupocash.com.mx> wrote: Hi list, Some guidelines to know when to use phone ticket (or email ticket) ? Thanks a lot Carlos, _______________________________________________ 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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when phone ticket / email ticket
by Forms 26 Feb '08

26 Feb '08

Hi list, Some guidelines to know when to use phone ticket (or email ticket) ? Thanks a lot Carlos,

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closed ticket email notify with note
by Francesco Simonini 26 Feb '08

26 Feb '08

I to all, I have a question: when I close a ticket I write a note. I would like that this note is included in the e-mail notification to customer. I can't find how it is possible. Thanks a lot, Francesco.

1 0

RE: [otrs] No tickets in customer frontend
by Lars Jørgensen 26 Feb '08

26 Feb '08

> Some customers can see their tickets via the customer web > frontend and others > aren't seeing any at all. > > 1) What can be the reason for that behaviour ? Are you sure the customer ID on the ticket and the Customer ID the customer logs in with are identical? If they submit a ticket from one email address and login with another, they will not see their tickets. -- Lars

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No tickets in customer frontend
by Sven Fischer 26 Feb '08

26 Feb '08

Hi list ! We are using OTRS 2.0.4 on debian and facing the following issue. Some customers can see their tickets via the customer web frontend and others aren't seeing any at all. 1) What can be the reason for that behaviour ? 2) How can I simulate the SQL query OTRS is doing here so I can perform the query manually and see the differences in the mysql DB. Best regards Sven

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Outlook problem
by vimal pillai 26 Feb '08

26 Feb '08

Hi, I cannot properly view MS Outlook generated HTML mails that have embedded tables im messages. Sometimes our customers send mails which containing some data in table format.Instead of tables certain links will appears in OTRS.Can anyone help in resolving this issue. Regards, Vimal

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Configuring perl.conf (mod_perl) for OTRS?
by Nielson, Adam 25 Feb '08

25 Feb '08

Looking for some guidance/assistance with OTRS running EXTREMELY slow! I have mod_perl installed and in conf.d the perl.conf file. All that is uncommented however is the LoadModule line, but nothing else is configured or set up. What should I have running in the perl.conf file? Anything else I can do to speed this up? Its getting to the point of timeouts or way too long to wait for the response. Thank you, Adam Nielson

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