April 2008 - otrs - OTRS mailing lists

Pre-Selecting Queue's on the Customer Facing Webpage
by Power, Nathan 02 May '08

02 May '08

Good Afternoon, We are in the process of implementing the OTRS (rev. 2.2.6) for our organization. In our old helpdesk (variant of Bugzilla) we had URL's like: https://helpdesk.edu/help/enter_bug.cgi?product=QUEUENAME1 https://helpdesk.edu/help/enter_bug.cgi?product=QUEUENAME4 When a customer would click on a link like this, the new-ticket window for the correct queue would launch. A customer could then enter the necessary ticket information without having to decide which queue to place the request in. I'm trying to find a similar way to do this in OTRS. We have discovered how to modify the drop-down list with only the necessary Queue names, but we're trying to find a way to auto-select a queue based on the URL opened. Is this something that can be done through the template system, and if so, pointers in the general direction would be wonderful. Or will we need to actually code something to make this work? Nathan Power Technology Support Services

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Re: [otrs] Software Error
by DAVAUT Benoit [FR] 30 Apr '08

30 Apr '08

It's OK !! Thanks for your help. SELinux was in enable mode ! :s Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire. _____ From: Vince Deli [mailto:olecoot53@hotmail.com] Sent: mercredi 30 avril 2008 15:39 To: otrs(a)otrs.org Subject: [otrs] Software Error During testing of stats, I generated a test report and submitted before I had completed. The report shows in the Overview page with a Stat# 10004 but when I click on it I get an error message: Software error: Illegal division by zero at ../..//Kernel/System/Stats.pm line 1581. I would like to delete the stat report. Does someone know how to do this? I'm using OTRS version 2.2.6 on Redhat Enterprise 5. _____ Express yourself wherever you are. Mobilize! <http://www.gowindowslive.com/Mobile/Landing/Messenger/Default.aspx?Locale=e…>

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Software Error
by Vince Deli 30 Apr '08

30 Apr '08

During testing of stats, I generated a test report and submitted before I had completed. The report shows in the Overview page with a Stat# 10004 but when I click on it I get an error message: Software error:Illegal division by zero at ../..//Kernel/System/Stats.pm line 1581. I would like to delete the stat report. Does someone know how to do this?I'm using OTRS version 2.2.6 on Redhat Enterprise 5. _________________________________________________________________ Express yourself wherever you are. Mobilize! http://www.gowindowslive.com/Mobile/Landing/Messenger/Default.aspx?Locale=e…

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Sending of notices on come tickets
by swood 30 Apr '08

30 Apr '08

Hello! I can't set up the sending of delivery reports from OTRS. These notifications must be arranged by priority. I wonder if I can receive notifications only for high priority requests. Is there anyone that can help me?

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Spool problem
by DAVAUT Benoit [FR] 30 Apr '08

30 Apr '08

Hello, I continued to configure OTRS ... but I always have a few problems. > service otrs start Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... It looks Ok! done. Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... Starting otrs PostMaster... (/opt/otrs/var/spool/1) failed. Starting otrs PostMaster... (/opt/otrs/var/spool/2) failed. Starting otrs PostMaster... (/opt/otrs/var/spool/3) failed. done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://atlas/otrs/index.pl <<-- Final start of OTRS.. done Fetchmail & sendmail seem to run properly. I think they are mistakes to check spool mail ! no ? Have you an idea to correct this problem ? Thanks for your help. Regards, Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

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Creating custom report
by Ike Nnabugwu 30 Apr '08

30 Apr '08

How would I create a custom report that would display all open tickets and details about the tickets.Thanks

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Creating a custom report
by Ike Nnabugwu 29 Apr '08

29 Apr '08

How would I create a custom report that would display all open tickets and details about the tickets.Thanks -- Ike Nnabugwu

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Spool problem
by DAVAUT Benoit [FR] 29 Apr '08

29 Apr '08

Hello, I continued to configure OTRS ... but I always have a few problems. > service otrs start Starting OTRS.. Checking httpd ... done. Checking MySQL ... done. Checking database connect... It looks Ok! done. Enable /opt/otrs/bin/PostMaster.pl ... done. Checking otrs spool dir... Starting otrs PostMaster... (/opt/otrs/var/spool/1) failed. Starting otrs PostMaster... (/opt/otrs/var/spool/2) failed. Starting otrs PostMaster... (/opt/otrs/var/spool/3) failed. done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://atlas/otrs/index.pl <<-- Final start of OTRS.. done Fetchmail & sendmail seem to run properly. I think they are mistakes to check spool mail ! no ? Have you an idea to correct this problem ? Thanks for your help. Regards, Benoit DAVAUT Adoptez l'éco-attitude. N'imprimez ce mail que si c'est vraiment nécessaire.

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Attacment questions
by Caspar Kennerdale 28 Apr '08

28 Apr '08

Hi I am just in the process of setting up OTRS We receive in excess of 100 requests a day and many if them contain attachments. I need to be able to handle attachments of up to 5 meg Is there any best practice around this? I see that attachments are stored actually in the database, whereas I had assumed they would be stored in Filemanger and the location would be stored in the database? Has anyone have these same requirements? A second question would be what does filemanager do if not store these attachments? Kind Regards --------------------------- Caspar Kennerdale Operations and Production Manager Web Operations Centaur Media plc 79 Wells Street, London, W1T 3QN 020 7970 4680

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Questions After OTRS Migration and Upgrade
by Buice, David R 28 Apr '08

28 Apr '08

Hello, I have migrated our OTRS system from a Linux installation to a Solaris installation. The MySql database has been moved to an EMC data mover. The OTRS system was upgraded from 1.2.3 to 2.2.6. I seem to have 3 intractable problems: 1. It takes about 1 minute, 20 seconds to log into the system and/or whenever you click on "Ticket" when you are somewhere else like in "Admin". Where should I start looking to find out why I'm having such a performance issue? 2. I'm getting messages about the "update_time" for each ticket being extremely old. In fact the system believes that the update time for all the tickets is 1/12/1970!!! I don't think version 1.2.3 had an "update_time" so this is a new "feature" for us. At the moment it is very unwelcome. How to I either get rid of and/or fix "update_time"? 3. We can get to the faqs from http://server_name/otrs/faq.pl but we cannot get to them from the "FAQ" button. I've read other posts to this list that says the permissions need to be changed for each of the FAQ categories, but when I go to "FAQ" I don't see the "Category" button like I did in 1.2.3. Where did it go and how can I fix this? I ran each of the Upgrade scripts against the database that were in $OTRS_HOME/scripts; specifically, DBUpdate-to-1.3.mysql.sql, then DBUpdate-to-2.0.mysql.sql, then DBUpdate-to-2.1.mysql.sql, and finally DBUpdate-to-2.2.mysql.sql. I did not get any errors with each of these upgrades. Any help that the list can provide would be terrific! Thank you, Viele Dank, David Buice ITIL Foundations Certified EDS - PSIC 7000 Chicago Road Warren, MI 48092 ( Phone:+1-586-575-4525 + mailto:david.buice@eds.com cell: 248-249-9122

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