June 2008 - otrs - OTRS mailing lists

Use stored responses when creating a new email ticket
by Chris Williams 16 Jun '08

16 Jun '08

Is there a way to use the stored responses when creating a new email ticket? They only seem to appear when replying to an email ticket that is already created. Thanks, Chris

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Software error
by Miguel Dias 16 Jun '08

16 Jun '08

Hello all, I'm having a big problem with empty answer<http://129.157.70.55/otrs/index.pl?Action=AgentTicketCompose&ResponseID=1&T…>... when I trying to answer a e-mail I have this output... Software error: Modification of a read-only value attempted at /usr/lib/perl5/vendor_perl/5.8.8/x86_64-linux-thread-multi/Net/DNS/Question.pm line 47. For help, please send mail to the webmaster ([no address given]<%5Bno%20address%20given%5D>), giving this error message and the time and date of the error. I have OTRS with LDAP anget and customer integration... Can please some one help me? Thank you all

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OTRS and IE 6
by OTRS - Thorsten 16 Jun '08

16 Jun '08

Hi all, are there any know problems between IE 6 and OTRS 2.2.6. Some of our customers have the problem that they have to do several attempts to navigate through their customer webinterface, because they get a "side can not be loaded" error page of internet explorer. With firefox we don't get this error. But the customers can't use firefox. 2 other users of he same customer don't have this problem with the webinterface but use the same system configuration and version of IE 6. Can anybody please explain me what the problem is, and how I can solve it!? Kind regards Thorsten

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Change messages LogOFF
by Miguel Dias 16 Jun '08

16 Jun '08

Hello all, I 'm looking for a way to customise the OTRS logout message "Logout successful. Thank you for using OTRS!" Can please anyone tell how can I do it or where is the file location that contains this messages. Thank you all

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Two tickets for same mail problem
by aleem bagwan 16 Jun '08

16 Jun '08

Hi all, I m facing a peculiar problem. When the customer sends a mail to both foo(a)xyz.com and bar(a)xyz.com. And both these emails are configured as POP3 accounts in OTRS, attached to respective queues. Then OTRS creates two duplicate tickets, one from foo(a)xyz.com and other from bar(a)xyz.com, into their respective queues. Is this rite? How can we overcome this behaviour? Or rather what should agent do in such situation while replying to such duplicate tickets. Thanks. Bring your gang together. Do your thing. Find your favourite Yahoo! group at http://in.promos.yahoo.com/groups/

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Can't load ticket number generator
by Dewey Cooksey 16 Jun '08

16 Jun '08

I'm getting the following error when trying to access my local install of OTRS: Can't load ticket number generator backend module otrs::Kernel::System::Ticket::Number::AutoIncrement! at ../..//Kernel/System/Ticket.pm line 188. I've double-checked to make sure the AutoIncrement.pm file exists in the proper directory (otrs/System/Ticket/Number/) and is readable. Is there something that I may have mis-configured, or something else that may be causing this error which I've overlooked? System info: - Win Server 2k3 - Apache 2.0.61 - Perl 5.8.8 - OTRS 2.2.6 Thanks in advance! -- Dewey Cooksey Trinisys, LLC http://www.trinisys.com dcooksey(a)trinisys.com 615.941.8698 : Fax 615.498.5742 : Cell

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Upgrading from 2.2.6 to 2.2.7 - how?
by Niran Abeygunawardena 16 Jun '08

16 Jun '08

Hi, I have otrs 2.2.6 installed and running. However, I want to upgrade to 2.2.7 now . When I looked at the file UPGRADING, it only says how to upgrade from 2.1 to 2.2. What is the procedure to follow for upgrading to 2.2.7 from 2.2.6? Regards, Niran.

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Re: [otrs] OTRS is slow
by Sune T. Tougaard 16 Jun '08

16 Jun '08

I'm running 2.2.4 on a Windows 2003 Virtual Machine with 1GB of ram (phys. Hw is dual 2GHz quad-core running 35 other machines), with MySQL and Apache in more or less default install configurations. (manually installed, not the otrs installer) The database is approx. 2GB in size. I'm seeing the same average response times. One thing i've noticed, is that if you have a lot of open tickets in your queues, response times will be slower. But if logging on as a user without access to those queues, they seem to be OK. A few times, i've seen 3-4000 open tickets in a queue, and that was a killer. -- /Sune -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Laurent Minost Sent: 16. juni 2008 10:34 To: User questions and discussions about OTRS.org Subject: Re: [otrs] OTRS is slow Hi Lars, Thanks for your reply, it's good to have experience from another OTRS user. Maybe you're true and I'm asking too many of OTRS as 1 to 2 seconds are the minimum response time we have and so are having also slowest response time, but so I'm wondering then why the First improvement that appear in announcement for OTRS 2.3.0beta1 is Performance : http://lists.otrs.org/pipermail/announce/2008/000093.html ? I would be very interested in having other OTRS users return of experience concerning this subject. Thks. Laurent MINOST Lars Jørgensen a écrit : > Hi Laurent, > > You state that response times of 1 to 2 seconds for a page load are "by far too slow". > > We are running three OTRS installations here, one of them on quite > powerful hardware, and I see the same response times on all our > installations. I think these are normal response times for OTRS. If 1 > second is "by far too slow" maybe you should cut back on the coffee > :-) > > What are other people experiencing? > > > -- > Lars > >> -----Original Message----- >> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf >> Of Laurent Minost >> Sent: Thursday, June 12, 2008 2:15 PM >> To: User questions and discussions about OTRS.org >> Subject: Re: [otrs] OTRS is slow >> >> Hi Brett, >> >> First, thanks for your answer. >> >> We're already using mod_perl (mod_perl-2.0.2-6.3.el5) and I prefer >> not imagine what it could be without it as I found OTRS slow with >> mod_perl enabled :) >> >> BR, >> >> Laurent >> >> >> Brett Davis a écrit : >>> Hi Laurent, >>> >>> On Mon, Jun 2, 2008 at 5:55 PM, Lars Jørgensen >> <ITLJ(a)gyldendal.dk> wrote: >>> Hi >>> >>> I was browsing through the OTRS documentation and way down >> in chapter 21 it says "Of course you should use mod_perl 2.0". That's >> all and that's probably why I didn't enable it before now. >>> I found /opt/otrs/README.webserver which had a little more >> info, and I decided to try and install mod_perl. >>> That thing is FAST! Before OTRS was always a bit on the >> slow side, now it performs very quickly. >>> Maybe everybody on this list already knows about mod_perl >> and in that case I'm sorry about this mail. But if you don't know >> about it, you should definitely check it out. It ought to at least be >> mentioned in the installation section of the manual. >>> >>> -- >>> Lars >>> >>> I haven't checked it out myself but it might be worth some research. >>> >>> Brett >>> >>> -----Original Message----- >>> From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] >> On Behalf Of Laurent Minost >>> Sent: Tuesday, June 10, 2008 2:58 AM >>> To: User questions and discussions about OTRS.org >>> Subject: [otrs] OTRS is slow >>> >>> Hi, >>> >>> We are using OTRS 2.2.5 with a MySQL Backend with 4GB of >> RAM and Xeon >>> 3.06 GHz CPU. >>> Linux Distribution is the latest CentOS 5.1 with kernel >>> 2.6.18-53.1.21.el5 #1 SMP. >>> OTRS is running on Apache httpd-2.2.3-11.el5_1.centos.3 with >>> mod_perl-2.0.2-6.3.el5 and perl-5.8.8-10.el5_0.2 and is >> having about ~ >>> 4000 tickets in database with 300 customer companies and about 700 >>> customers. >>> >>> Apache and MySQL were tuned the best I can to improve general >>> performance and response time. >>> >>> With all these software and hardware related things, OTRS >> is by far too >>> slow, overall navigation on the Agent AND Customer >> interface is slow ( >>> response times of about 1 to 2 seconds for paged display). >>> At this moment, I have no clue/idea about how to make it >> faster, I would >>> like to try some sort of debugging with tool like Fred but >> didn't find >>> any documentation how to implement it and makes it work ? >>> By the way, I tried to disculpt some of the component by doing some >>> tests with other software : Apache and MySQL does not seem to be the >>> problem as other PHP applications running on the same >> server are running >>> fast and smoothly. >>> >>> If anyone is having some ideas or advises on how to debug/find a >>> solution to this problem, I will be glad to read your >> answers and share >>> OTRS experience with any of you. >>> >>> ./otrs.checkModules >>> CGI ... ok >>> Date::Pcalc ... ok >>> Date::Format ... ok >>> DBI ... ok >>> DBD::mysql ... ok >>> Digest::MD5 ... ok >>> Crypt::PasswdMD5 ... ok >>> LWP::UserAgent ... ok >>> IO::Scalar ... ok >>> IO::Wrap ... ok >>> MIME::Base64 ... ok >>> MIME::Tools ... ok >>> Mail::Internet ... ok >>> Net::DNS ... ok >>> Net::POP3 ... ok >>> Net::LDAP ... ok >>> Net::SMTP ... ok >>> Authen::SASL ... ok >>> GD ... ok >>> GD::Text ... ok >>> GD::Graph ... ok >>> GD::Graph::lines ... ok >>> GD::Text::Align ... ok >>> XML::Parser ... ok >>> PDF::API2 ... ok >>> Compress::Zlib ... ok >>> >>> Thks by advance. >>> >>> Best regards >>> >>> Laurent MINOST >>> _______________________________________________ >>> 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? >>> =//www.otrs.com/ >>> >>> >>> Dynojet Research, Inc. - Confidentiality notice: >>> This email message and any attachments are intended only >> for the person or entity to which it is addressed and may contain >> confidential, proprietary and/or privileged information. Any review, >> distribution, reliance on, or otherwise use of this information by >> persons or entities other than the intended recipients is prohibited. >> If you received this message in error, please immediately notify the >> sender and delete it and all copies of it in your system. >>> _______________________________________________ >>> 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? >>> =//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? >> =p://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? > =ttp://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/

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Auto Move Closed Tickets Only For particular Queue
by Go Wow 16 Jun '08

16 Jun '08

Hello I want to set up one of my queue in such a way that any ticket closed in this queue should be automaticallymoved to another queue speciied by me. Example if there are 2 queue called "Internal" and "External", I want a set up in such a way that any ticket that I close in External Queue should be automatically moved to the Internal Queue . State of ticket being unchanged. Is that possible in OTRS? Thanks. Your help is apprechiated. Regards

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Can't locate object method "new" via package "Kernel::Language"
by Lennart Koopmann 14 Jun '08

14 Jun '08

Hello List, we recently installed an OTRS from the Debian Repository. It worked for about 2-3 Days but then (without any changes to OTRS from our side) OTRS broke. We now get the Following Error when trying to open the OTRS login page (index.pl): Can't locate object method "new" via package "Kernel::Language" at /opt/otrs//Kernel/Output/HTML/Layout.pm line 81, <PRODUCT> line 20. Unfortunately i am not familiar with Perl - Google does not help me either. Any Ideas how to fix that? Even a dirty hack is appreciated right now :) Thanks for your Help! So long Lennart

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