November 2009 - otrs - OTRS mailing lists

How can multi tenancy be achieve in OTRS::ITSM 1.3
by Ashish Gangani 18 Nov '09

18 Nov '09

Hi Team, Please anyone help me to achieve multi tenancy in OTRS::ITSM 1.3. how can i configure it. Thanks and Regards, Ashish Gangani, .

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Problem with Auto Responses <-> Queue
by benjamin anamoah 18 Nov '09

18 Nov '09

Hello Colleagues, I need some help with this OTRS auto response to queues .i.e Auto Responses <-> Queue. I have match the auto response to the queue i want but it is not working. I can not see any auto response when i sign in at the Customer-Interface and expect to see a mail responding to the sent mail. Please i need some help and directions to configure the auto response so that the system can automatically send customers when we receive a mail from them. Thank you. Benjamin Writes

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How Add FAQ in OTRS
by Sourabh Sarwate 18 Nov '09

18 Nov '09

Hello Can any one guide me how I can add the FAQs and articles in OTRS. I installed FAQ 1.6.5 version on OTRS 2.4.5. I am able to see FAQ icon and faq , faq_admin groups. I also created a category. Now I want to know how we can add articles in this category. Regards, Sourabh Sarwate

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Problem with ro/rw permission
by Paolo Epifani 18 Nov '09

18 Nov '09

Hi all! I am running OTRS 2.4.3 on Linux. We need to create an agent account that could only read (RO) tickets in the xyz queue. The account was created and given RO access to users, of which the xyz queue is a member. When the user logs in, no tickets are displayed in his queues (both Dashboard and QueueView) even though personal queues contains xyz. When we add RW permission to the user for the users group, the agent can see all the tickets (both Dashboard and QueueView), but now can edit all! Changing in SysConfig the value "ViewAllPossibleTickets" from 0 to 1, now the user can see (RO) the tickets in his queue from QueueView but not in Dashboard. Any idea on what's wrong? Thanks in advance. Paolo _______________________________________________ PAOLO EPIFANI _______________________________________________ Città di Torino - Settore Servizi Telematici Redazione Web - Indirizzo: Via Meucci, 4 - 10121 TORINO - Piano: 4, Ufficio 422 - Telefono: +39 011 4430559 - Fax: +39 011 4430583 - E-mail: paolo.epifani(a)comune.torino.it - Web site: http://www.comune.torino.it _______________________________________________

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Edit Ticket and criticality manually
by Oscar Rey 18 Nov '09

18 Nov '09

Hello; I need to change the impact and criticality of one ticket and I am trying to do it using the SQL Console . The problem is that I can not find the tables where the ticket´s impact and criticality are saved. I have found the possibility of change the ticket priority using the ticket table , but not the impact and criticality. Could someone help me please? Oscar Rey RTD Project Manager Área de I+D+i - RTD Area Oscar.Rey(a)inkoa.com <mailto:Oscar.Rey@inkoa.com> T. +34 902 99 83 67 F. +34 902 99 83 66 Inkoa Sistemas, S.L. C/Ribera de Axpe, 11 Edificio D1 Oficina 208 48950 Erandio (Bizkaia) Spain inkoa(a)inkoa.com <mailto:inkoa@inkoa.com> www.inkoa.com <http://www.inkoa.com/> 15 Urte- Berrituz Hazteko 15 años- Innovando para Crecer 15 Years- Innovation for Growth LEGE OHARRA / AVISO LEGAL / DISCLAIMER Mezu honek eta erantsita dituen agiriek isilpeko informazioa izan dezakete. Hori dela eta, hutsegite baten ondorioz jasotzen duenak jakin beza bertan dagoen informazioa ezkutukoa dela eta legeak galarazi egiten duela berori baimenik gabe erabiltzea >>> Este mensaje y cualquier fichero anexo al mismo puede contener información confidencial, en propiedad o legalmente protegida. Si usted no es el destinatario, le rogamos lo comunique al remitente y proceda a borrarlo, sin reenviarlo ni conservarlo, ya que su uso no autorizado está prohibido legalmente. >>> This message and any files sent herewith may contain confidential, proprietary or legally privileged information. If you are not the intended recipient of this message, please notify it to the sender and delete without resending or backing it, as it is legally prohibited. P E-mail hau imprimatu aurretik gogoan izan behar-baharrezkoa bada >>> Antes de imprimir este e-mail, piense bien si es necesario hacerlo >>> Before printing this message, please be sure it is necessary

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FAQ width
by Craig Meirick 17 Nov '09

17 Nov '09

My FAQ width is showing very narrow on the public FAQ pages. I compare them to the demo FAQ from the otrs.org website and there it is centered nicely. Mine is about half as wide as my screen stuck to the left side of the monitor. Does anybody know what file to edit, maybe a .dtl file and possible what line to edit? I have my own theme working fine. Thank you, Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<

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OTRS 2.4.5 and MSSQL2005 Slow response
by Dave Lageweg 17 Nov '09

17 Nov '09

Hi There, I'm new to OTRS and started yesterday to setup my system. My setup is as follow: - OTRS is installed on a Windows 2008 r2 (x64) running on a hyperV server. - MSSQL2005 is installed on our central DB server in the company. I did a fresh install in the windows server and installed OTRS 2.4.5 on it. After installation i created the DB called OTRS on my SQL Server with the three scripts supplied with the OTRS installation for MSSQL. I adjusted the config of OTRS and removed the MySQL entries and put in the following DB entries: # MSSQL database settings $Self->{DatabaseDSN} = "DBI:ODBC:driver={SQL Server};Server=SQLSERVER,1433;database=OTRS;uid=OTRS;pwd=PASSWORD;"; $Self->{"Database::Type"} = 'mssql'; $Self->{DatabaseUserTable} = 'users'; OTRS is working but the interface is quite slow. Under Support Assessment I saw the following critical messages: Check Comment State Check existing framework tables. 69 Tables Critical Webserver Check Comment State Check if the system uses Apache::DBI. Apache::DBI should be used to get a better performance (pre establish database connections). Critical Check if the system uses Apache::Reload/Apache2::Reload. You should use Apache::Reload or Apache2::Reload to increase your performance. Critical Check used mod_perl version. You should use mod_perl to increase your performance. Critical I already check some things but do not come any further. For the "Check existing framework tables." I have no idea what to check... anyone? For the "Check if the system uses Apache::DBI." I created a System DSN on the windows server to the SQL Server. And in the apache2-perl-startup.pl<http://apache2-perl-startup.pl> script i added the following rule: Apache::DBI->connect_on_init('DBI:ODBC:OTRS', 'OTRS', 'password'); But this didn't improve the situation. If i do a SQL Benchmark "1 *Normal" i have the following result at the moment: Result: SQL Key Value Time Comment Insert Time: 10000 37 s :-( Should not take more than 5s on an average system. Update Time: 10000 39 s :-( Should not take more than 9s on an average system. Select Time: 10000 37 s :-( Should not take more than 6s on an average system. Delete Time: 10000 35 s :-( Should not take more than 5s on an average system. Multiplier: * 1 For the "Apache::reload" i have checked the httpd.conf of apache and found the rule: Include 'C:/PROGRA~2/OTRS/OTRS/scripts/apache2-httpd-new.include.conf' In this script I found the Apache2::Reload so assume because the include it's loaded but why do i get this critcal warning? --- # load all otrs modules Perlrequire C:/PROGRA~2/OTRS/OTRS/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options <Location /otrs> # ErrorDocument 403 /otrs/customer.pl ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all </Location> --- For "mod_perl" I found in httpd.conf the following: # load mod_perl LoadFile 'C:/PROGRA~2/OTRS/StrawberryPerl/perl/bin/perl510.dll' So also this looks okay i think... Anybody any idea how i can solve these issues? and how to speed up my config... Thanks in advance! Best regards, Dave ________________________________ Telio Nederland B.V. | Veemkade 540 | 1019 HE Amsterdam | Netherlands Tel: 0320 750400 | E-Mail: nl-info(a)tel.io | Website: www.tel.io -------------------------------------------------------------------------------- This electronic message contains information from Telio Nederland BV which may be privileged or confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the numbers or address above) immediately. Diese Email enthaelt Informationen der Telio Nederland BV. Diese sind moeglicherweise vertraulich und ausschliesslich fuer den Adressaten bestimmt. Jeglicher Zugriff auf diese Email durch andere Personen als den Adressaten ist untersagt. Sollten Sie nicht der fuer diese Email bestimmte Adressat sein, ist Ihnen jede Veroeffentlichung, Vervielfaeltigung oder Weitergabe wie auch das Ergreifen oder Unterlassen von Massnahmen im Vertrauen auf erlangte Information untersagt. Sollten Sie diese elektronische Nachricht irrtuemlicherweise erhalten haben, so informieren Sie uns bitte unverzueglich telefonisch oder per Email (Kontaktdaten obenstehend).

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Agent's Dashboard Configuration
by Guillaume Rehm 17 Nov '09

17 Nov '09

Hi list, Is it possible for an admin to configure dashbord of OTRS agents ? If yes, how ? Thanks in advance for your help. -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Auto Responses <-> Queue ]
by benjamin anamoah 17 Nov '09

17 Nov '09

Hello fellows, I need some help with this OTRS auto response to queues .i.e Auto Responses <-> Queue. I have match the auto response to the queue i want but it is not working. I can not see any auto response when i sign in at the Customer-Interface and expect to see a mail responding to the sent mail. Please i need some help and directions to do it properly if needed. Thank you.

1 0

Owner Notification missing
by Lakshan Fernando. 17 Nov '09

17 Nov '09

Hi All, I'm facing a problem in OTRS, after upgrading version 2.3.4 to 2.4.5, there is a problem where customer auto generated Notification which is missing the issue is that, When Customer Move a ticket into a queue and Owner Notification which generate to customer is missing How can i solve this issue, and the select "YES/NO" at "Customer Move Notify" under queue interface also missing after upgrade Lakshan

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