July 2008 - otrs - OTRS mailing lists

Queue view change
by Pieter de Vries 28 Jul '08

28 Jul '08

Hi All, Please direct me to the correct mailling list if this is the wrong one for my question. Is it possible to change the Queue Viem to show all tickets in a queue and not just the ones which is unlocked? the reason I ask this is for supervisor puposes. We are still in the process of configuring OTRS for our needs and one of the things we have is a supervisor that is in charge of each queue. I would like them to be able to see the all te tickets in a queue even the locked ones. I will admit that I am new to OTRS and might be missing the point of locked tickets, if so, please point me in the right direction if I have it wrong. Regards, Pieter

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Ticket # format Change
by Dave Wojciechowski 26 Jul '08

26 Jul '08

I have been running otrs for about 1 year, could not live without it now. But we started giving out ticket numbers over the phone as a standard when we verbally open a new ticket. was using the date + system id + checksum + date format. IE 2008072610000272 reading this to a customer usually results in Tech: ok your ticket number is 200807 Customer: wait wait wait let me get a pen Tech ok ready, 2008 0726 Customer: What 2008 267? Tech No that is 200807261000002 Customer What how many zeros... and on and on. If I change the ticket # generator to Auto Increment, any issues with changing mid stream? Thanks I'm Wojo ________________________________ Morgan's Foods Inc. 4531 Belmont Ave # A Youngstown, OH 44505 Disclaimer: This message (including any attachments) contains confidential information intended for a specific individual and purpose, and is protected by law. If you are not the intended recipient, you should delete this message. Any disclosure, copying, or distribution of this message, or taking any action based on it is strictly prohibited.

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Re: [otrs] Long Response Time Due to Missing Calender_Event Table
by Buice, David R 25 Jul '08

25 Jul '08

Thank you for the response Nils. I downloaded and installed the calendar package and that cleared up the error messages I was getting in the log. Sadly, that did not fix my response time issue. I can click on any of the items in the toolbar (e.g. FAQ, Admin, Stats, Preferences, Customer, Logout, etc.) and get reasonable response time (like 1/2 a second). But when I first log on or if I click on QueueView or Locked Tickets or do anything that invokes "Action=TicketQueue" or "Action=TicketMailbox", there is a 1 minute, 20 second response time. There don't appear to be any meaningful data or errors in the logs of OTRS, Apache, or MySQL. I can't find a way to capture whatever is going on between the moment I click on, say, QueueView, and when the actual page comes up. I would appreciate any help that anyone might be able to give. Regards, 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 -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Breunese (Lemonbit) Sent: Wednesday, July 23, 2008 11:23 AM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Long Response Time Due to Missing Calender_Event Table Buice, David R wrote: > Neither the OTRS 1.2.3 nor the OTRS 2.2.6 database has a > calendar_event table so I don't know why OTRS is looking for one. > I'm thinking this is what is causing my response time issues. Our OTRS 2.2.7 installation does have this table. It is empty in our database though. And there is also a table called calendar_event_involved. They may be there because we had the Calendar package installed at some point. See Admin > Package Manager to see if you maybe have extra packages installed. Nils Breunese. _______________________________________________ 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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multiple email addresses for one customer
by Patrick Schiess 24 Jul '08

24 Jul '08

hi, does anyone know, if under otrs it is possible to assign multiple email addresses to one customer? the idea behind this question is, that most of our customers have different email addresses that they finally use to get into contact with us... and it is a must feature, that otrs can handle multiple emailaddresses and assign it automatically to the same customer. i actually have already a external backend db which contais all the email addresses and the customer id and everything that is needed... the problem is now, that when i try to open a phone ticket and i am searching e.g. for a customer with the id = 1000, then otrs just gives me the first entry in the backend db and not a drop down menu with all possible email addresses associated to that customer. do you know, if there is a way to configure otrs to handle is kind of request? or how do you handle this problem... i can't imagine that i am the only one that has multiple email addresses in use for one customer... ;-) thanks a lot for your help. regards, patrick.

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Long Response Time Due to Missing Calender_Event Table
by Buice, David R 24 Jul '08

24 Jul '08

Hello Everyone, A while back I asked why, after I upgraded our OTRS install from version 1.2.3 to 2.2.6, I was getting response times in the 1 minute, 20 second range. Most of the responses I got back were about optimizing my MySQL install using the tuning-primer.sh script. I am grateful for those responses and did indeed use the script to help optimize my MySQL database install. Unfortunately, this did not resolve my response time issue. I finally checked my logs (something I should have done in the first place) and I found the following error message: [Wed Jul 23 09:54:25 2008][Error][Kernel::System::CalendarEvent::Events][686] Table 'otrs .calendar_event' doesn't exist, SQL: 'SELECT e.id, e.sequence_type, e.title, e.content, e .start_time, e.end_time, e.event_status FROM calendar_event e , calendar_event_involved ei WHERE ((e.start_time >= '2008-7-30 00:00:00' AND e.sequence_end_time <= '2008-7-30 23:59:59') OR (e.start_time >= '2008-7-30 00:00:00' AND e.start_time <= '2008-7-30 23:5 9:59') OR (e.sequence_end_time >= '2008-7-30 00:00:00' AND e.sequence_end_time <= '2008 -7-30 23:59:59') OR (e.start_time <= '2008-7-30 00:00:00' AND e.sequence_end_time >= '2 008-7-30 23:59:59')) AND e.id = ei.event_id AND ei.user_id IN (48) ORDER BY e.start_time' This message occurs exactly 16 times whenever I try to log in or view my ticket queue. Neither the OTRS 1.2.3 nor the OTRS 2.2.6 database has a calendar_event table so I don't know why OTRS is looking for one. I'm thinking this is what is causing my response time issues. Should I create a dummy calendar_event table in MySQL database or is there a way to remove some entry that is making OTRS look for this table? I would be grateful for any and all advice on this issue. Regards, 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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Adding a new postmaster module
by Jason B. Loven 24 Jul '08

24 Jul '08

I've created a new postmaster module. After reading through the documentation I'm not clear what else I need to do in order to add it into OTRS and make it active. I put the .pm file in the /opt/otrs/Kernel/System/PostMaster/Filter/ directory. Is there additional information needed within OTRS to get it working? Such as changing a config file or updating a source file to tell it to load when OTRS is executing? Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)cainetserv.com <blocked::mailto:jloven@cainetserv.com> Web: http://www.cainetserv.com/ <blocked::http://www.cainetserv.com/>

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Fwd: OTRS Queues
by Pieter de Vries 24 Jul '08

24 Jul '08

Hi All, I'm still new with OTRS and learning, so any help would be appreciated. Is it possible to change the way queues function in OTRS? I would like it to show all the tickets in a specific queue, regardless of if it is locked or not. The reason for this is that if I have a queue called 2nd Level support, I want all the agents that is part of the group assigned o this queue to see all the open tickets in the queue. Thank you Pieter

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Re: [otrs] Changing the Check for new email Interval (Russell Streitenberger)
by Russell Streitenberger 23 Jul '08

23 Jul '08

well i was looking at a different interval than that. you can have this software check an email account. well it appears to be checking it fine but it only goes and checks it once every ten minutes or so. that is the interval i want to change. Sincerely, The image “http://www2.oginfo.com/signatures/rrssig.png” cannot be displayed, because it contains errors. Russell R. Streitenberger Network Administrator Cell: 361-215-9141 The image “http://www2.oginfo.com/signatures/oginfoemail.png” cannot be displayed, because it contains errors. ----- Original Message ----- From: "Alex" <podrujko(a)yandex.ru> To: otrs(a)otrs.org Sent: Wednesday, July 23, 2008 2:19:25 AM GMT -06:00 US/Canada Central Subject: [otrs] Changing the Check for new email Interval (Russell Streitenberger) Hi Russel, Refreshing time you can change in Prefernces under your user or in Admin settings in user options. Just select from list time witch you want Can you help me too? I can not get reply from queue when I'm getting new ticket, Everything turn on (responses and queues), may be I missed any optione and did not turn it on ? Alex _______________________________________________ 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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OTRS as a lightweight CRM ?
by Andrew Stesin 23 Jul '08

23 Jul '08

Dear OTRS gurus, is OTRS suitable for use as a CRM system, or does it lack some critical CRM functionality? Maybe some add-on exists (like ITSM) which makes a lightweight CRM system from OTRS ? Thanks in advanse! Andrew

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Last article in queue view
by OTRS - Thorsten 23 Jul '08

23 Jul '08

Hi all, can anyone explain me how i can show only the really last article of a ticket in queue view. For now i see the last article for/of customer in this view but i want to see the really last article in ticket. Kind regards Thorsten

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