April 2008 - otrs - OTRS mailing lists

Performance Issues
by Buice, David R 21 Apr '08

21 Apr '08

Hello All, We are running OTRS 1.2.3 on Linux on a Compaq desktop computer. I am migrating our OTRS system to a Solaris server using version 2.2.6. The database will be sitting on an EMC data mover. I have successfully installed OTRS 2.2.6 on the Solaris server. I have all the PERL modules, save those for LDAP, installed and OTRS seems to come up just fine. I made a backup of the original database by running: mysqlhotcopy otrs /lapps/otrs.sql I then logged on to the new Solaris system, copied the otrs.sql file over and then ran the following: mysql -p otrs < otrs.sql I then ran the following updates: DBUpdate-to-1.3.mysql.sql, DBUpdate-to-2.0.mysql.sql, DBUpdate-to-2.1.mysql.sql, and DBUpdate-to-2.2.mysql.sql using the following command: cat DBUpdate-to-1.3.mysql.sql | mysql -p -f -u root otrs I repeated the last command for each of the database updates. I did not get any errors. I then carefully copied the information from the original Config.pm from the old installation to the new. I am now seeing a performance issue when I try to log on to the new OTRS system. Logging in usually takes anywhere from 1 to 2 minutes. If I am in the admin area and click to the Ticket area it again takes about 1 to 2 minutes. Are there obvious places and/or logs I can check that is causing this performance issue? Any help would be greatly appreciated. Thank you, 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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Admin Locked out
by Caspar Kennerdale 21 Apr '08

21 Apr '08

Hi I was creating new users and assigning permissions to them yesterday. The permissions I was assigning was access to control tickets for each group I have set up but not whether or not any have overall admin rights To my knowledge I did not change the details of the root@localhost account I have come in to today as it says I do not have permission to any of the admin screens Is there any thing I can do here - short of re-installing 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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Showing initial ticket in QueueView
by Baker, Greg 21 Apr '08

21 Apr '08

In the agent frontend, the default view of a queue shows the last followup for a ticket. I would like to show the initial ticket entry in the queueview, making followups viewable once you zoom. Is there a config option for this? Greg

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View all followups in ZOOM
by Baker, Greg 21 Apr '08

21 Apr '08

Is there an option to show all the ticket follow-ups on the main page when you zoom on a ticket? Or will I have to change the template for ticket views. I want this option for both agents and customers. Thanks Greg

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Authenticate agents against LDAP
by Miguel Dias 21 Apr '08

21 Apr '08

Hello everyone. I have read that we can authenticate agents against LDAP I found some code in : " http://doc.otrs.org/2.2/en/html/x1643.html#configuration-agent-auth-backend… " My questions are: 1- This code should be inserted where??? (I thing that should be on Config.pm but where) 2- When is said to take care about the Net::LDAP how can I confirm if it's installed or not? Thank you everyone.

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Two instances of OTRS
by Ike Nnabugwu 20 Apr '08

20 Apr '08

I am tasked with implementing two instances of otrs on the same box,using the same apache and database.If this questions has been answered,please point me to where I can look it up.If not,I will appreciate some pointers.Thanks.

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[Fwd: Cron <otrs@kraken> $HOME/bin/PostMasterPOP3.pl >> /dev/null]
by Milan Koudelka - Internet Mall 19 Apr '08

19 Apr '08

Hi all, I don't understandt this e-mails from otrs system. It's send it almost every five minutes, but sometimes it's quite. I don't know why. Can you help me ? Thank you. Milan Koudelka milan.koudelka(a)mall.cz -------- Původní zpráva -------- Předmět: Cron $HOME/bin/PostMasterPOP3.pl >> /dev/null Datum: Thu, 10 Apr 2008 12:50:03 +0200 Od: root(a)kraken.mall (Cron Daemon) Komu: root(a)kraken.mall ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Thu Apr 10 12:50:03 2008 Message: StateType 'open' not found! Traceback (26500): Module: Kernel::System::State::StateGet (v1.20) Line: 206 Module: Kernel::System::Ticket::StateSet (v1.275.2.15) Line: 4163 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 109 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Thu Apr 10 12:50:03 2008 Message: Need StateID or State! Traceback (26500): Module: Kernel::System::Ticket::StateSet (v1.275.2.15) Line: 4171 Module: Kernel::System::PostMaster::FollowUp::Run (v1.54) Line: 109 Module: Kernel::System::PostMaster::Run (v1.65) Line: 292 Module: main::FetchMail (v1.25) Line: 206 Module: /opt/otrs/bin/PostMasterPOP3.pl (v1.25) Line: 125 -- Milan Koudelka Linux & Network Administrator Internet Mall, a.s. Internet Mall - obchody, které si oblíbíte. http://www.MALL.cz ---------------------- Privitejte jaro se stylovym mp3 prehravacem Apple iPod Nano za skvelou cenu. Jednoduse se ovlada, skvele hraje a jeste lepe vypada. Vyberte si jedno ze ctyrech barevnych provedeni a rozehrajte to: http://www.mp3store.cz/ipod/ ----------------------

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how to begin to use otrs?
by Mika Chu 19 Apr '08

19 Apr '08

Hi, I am a biginner of otrs. I installed it on our production server(alone). And how to begin to use it? is there any document step by step? otrs admin document seems good for installation and configuration, but not for daily usage. Thanks! Br, Mika C

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[OT]Hi list!
by Matias N. Sliafertas 18 Apr '08

18 Apr '08

Hello list, I am a new user of otrs, im from argentina, I hope I can help and be helped. Greetings! -- ----------------------------------------------------------- ----------------------------------------------------------- Matias N. Sliafertas

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The users Contact Details
by Sabeer Ahamed 18 Apr '08

18 Apr '08

Hi All When I create an contact either technicain or a customer I do not have option of entering the phone numbers Where do i add the phone numbers??? What is called a PHONE TICKET?? Please try to help me out Regards Sabeer

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