March 2009 - otrs - OTRS mailing lists

Re: [otrs] Ticket State After Link - Merged?
by Josh Higgins 13 Mar '09

13 Mar '09

Shawn, thanks for the quick response. Perhaps I was going about this the wrong way. The behavior of a bulk-action merge does not seem to work the same as the merge function within a ticket. The merge seems to work well, but only if I know the ticket number and I'm not using bulk-action. What I'd like to see is the fulltext search option in the merge screen, just like what is provided in the "link" screen. The ability to search for text and select multiple tickets from a results window to merge would be ideal. Thanks, Josh >>On Thursday 12 March 2009 19:17:39 Josh Higgins wrote: >> Is it possible to set the ticket state after linking tickets? I'd like >> any child tickets (linked) to show a state of 'merged'. > >As soon as you set a ticket to merged, if this ticket was linked to another >ticket, the links in all tickets will be crossed out. The ticket to which was >merged will receive a link and all the contents of th ticket. The merged >ticket will receive a link to the new ticket, and be set to merged. So I am >not sure I understand what you are looking for? Please try again. > >-- > >Shawn Beasley >Support Technician > > >((otrs)) :: OTRS AG :: Europaring 4 :: D - 94315 Straubing > Fon: +49 (0) 9421 56818 0 :: Fax: +49 (0) 9421 56818 18 > http://www.otrs.com/ :: Communication with success! > >

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Hide ticket type from customer
by Ulrich Gøhns 13 Mar '09

13 Mar '09

Hello, We got 3 ticket types: Incident, Problem and Service Request. We want to hide Problem from the customer drop down list when they are making a new ticket, but agents should still be able to create tickets with the Problem type. Any one know how to do this? Med venlig hilsen / Best regards Ulrich Gøhns

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Changing ticket number generator
by Daniel Moellenbeck 13 Mar '09

13 Mar '09

Hey, we are using OTRS within our team for some time now and are quite happy with it. One annoyance is the Ticket Number format (DateChecksum) we chose: As we frequently get calls about the tkts as well, it is always problematic getting a 16-digit-number through a phone line. Thus, I am considering switching to a new format or even implement our own. My concern is about the pre-existant tickets: Some of our tickets have pretty long lifecycles, so it would be mandatory that OTRS is able to assign incoming communication to the old ticket number, while as well recognizing the new format for follow-ups on new tickets. Has anybody ever done this or does anybody knows the pitfalls to face here? Brgds Daniel

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Ticket State After Link - Merged?
by Josh Higgins 13 Mar '09

13 Mar '09

Is it possible to set the ticket state after linking tickets? I'd like any child tickets (linked) to show a state of 'merged'. I notice with the Merge function, if I choose next ticket state 'merged' both tickets end up in the merged state which is not very helpful. I'm also not able to see any way to reference which tickets were merged. It's possible I'm missing something here, or perhaps my configuration is not working as expected. I like the list of linked tickets which show in the ticket view, this is helpful; but I'd rather not have to go back and set each child ticket to closed or merged. Thanks, Josh

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FAQ Permissions
by Andrew Long 12 Mar '09

12 Mar '09

I am wondering if it is possible to restrict what categories of FAQ a customer can see. Currently, logging in as a customer, you can see all FAQ categories (folder hierarchy) even though access to particular FAQ is restricted. We would like a customer not to see categories (which might have other customer names, etc) for which he does not have permissions. Any help appreciated. (sorry for the re-post, I thought I may have been non-compliant by omitting the [otrs] in my previous subject line) Andrew Long EscapeWire Solutions, LLC

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How to Set the customer based on the domain-part of the e-mail
by alexandre - aldeia digital 11 Mar '09

11 Mar '09

Hi, First of all: OTRS is awesome ! Thanks for the great job... ;) My customers open tickets in OTRS only by e-mail. How can I set the customer (and customer ID) using the domain part of the e-mail ? What I need is to create a single user per customer and assign the tickets based on the domain: *(a)bar.com = customer bar Sorry if this was already answered, but I didn't find in any place. Best regards, Alexandre OTRS 2.3.4

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Elapsed time from open to close of a ticket?
by Dominique Merle - GSE Infoline and Partner Manager for Europe 11 Mar '09

11 Mar '09

Hi, I would like to know if there is a way to get the elapsed time from OPEN to CLOSE of a ticket? Thanks, Best regards, Dominique

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Re. ITSM (Type Management)
by Lakshan Fernando. 11 Mar '09

11 Mar '09

I have setup ITSM packages under OTRS 2.3.2 but when i try to create services under the type field it's not active only the field as type is visible, can some one please explain me how to make this type under service visible because of this reason i get an error when i try to create a service. ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Sun Feb 22 04:52:54 2009 Message: Need TypeID! Traceback (22406): Module: Kernel::System::Service::ServiceAdd (v1.9) Line: 525 Module: Kernel::Modules::AdminService::Run (v1.1) Line: 166 Module: Kernel::System::Web::InterfaceAgent::Run (v1.34) Line: 824 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 47 Module: (eval) (v1.87) Line: 204 Module: ModPerl::RegistryCooker::run (v1.87) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.87) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31 thanks you Lakshan

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How to use Type Management
by Lakshan Fernando. 11 Mar '09

11 Mar '09

I need a good explanation about this Type Management under otrs and how to use this with the ticket and other option I would appreciate if some one help on this Thanks you Lakshan

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Calendar Performance
by Nick Bright 11 Mar '09

11 Mar '09

I'm again revisiting an issue posted to this list around Oct 10, 2008. Unfortunately I have never been able to solve this issue. I used a stopwatch just now to time how long it takes to load the next page when I click on "All Events" in OTRS. It was 55 seconds. In my original posting I hadn't timed it with a stopwatch, I was reporting what the droids told me - apparently they exaggerated a bit. Regardless, the issue persists, and 55 seconds is far too long for as few events as our calendar contains. I am open to whatever suggestions anybody has regarding how to improve performance of the Calendar module! Thank you in advance :) CentOS 5.2, all updates applied OTRS 2.3.3 Apache 2.2.3-11.el5_2 Perl 5.8.8-15.el5_2.1 mod_perl 2.0.2-6.3 mysql-server 5.0.45-7.el5 httpd.conf: <-- snip --> # load all otrs modules Perlrequire /opt/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec <Location /otrs> ErrorDocument 403 /otrs/customer.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry <-- snip --> output of "top" while attempting to load the calendar: top - 20:22:50 up 41 days, 14:39, 2 users, load average: 0.56, 0.29, 0.22 Tasks: 109 total, 2 running, 107 sleeping, 0 stopped, 0 zombie Cpu(s): 45.2%us, 5.3%sy, 0.0%ni, 49.3%id, 0.0%wa, 0.0%hi, 0.2%si, 0.0%st Mem: 4058316k total, 3817804k used, 240512k free, 172192k buffers Swap: 2097144k total, 100k used, 2097044k free, 2820300k cached PID USER PR NI VIRT RES SHR S %CPU %MEM TIME+ COMMAND 2793 apache 25 0 95356 67m 6068 R 96 1.7 0:45.56 httpd Interestingly I had not noted the high CPU usage of HTTPD while loading this page in the past, but I repeated the test several times - httpd uses almost no CPU unless the calendar is loading, at which time it spikes one of the CPU cores to full load. ORIGINAL THREAD FOLLOWS >Nils Breunese (Lemonbit) wrote: >> Nick Bright wrote: >> >>> I'm using OTRS on a CentOS 5 server, with mod_perl enabled. Overall >>> OTRS got MUCH faster when I enabled the mod_perl configuration, but >>> the calendar is still excruciatingly slow. >>> >>> That is to say, when you click on the "Calendar" icon it takes three >>> to five minutes to pull up any given view of the Calendar. >>> >>> Is there any way to improve the performance of this application? >> >> We don't use the Calendar, but 3-5 *minutes* doesn't sound like >normal >> performance (even when not using mod_perl). Have you checked things >like >> logs, system load, memory usage, etc.? > >Thanks for your response Nils. > >The server itself is performing well. CPU load is normal, memory load >was normal, even before I upgraded the box to 4GB RAM (from 512MB). >Disk >I/O doesn't seem unusually high, and "top" doesn't show the system >spending a lot of time in wait state: > >Tasks: 104 total, 1 running, 102 sleeping, 0 stopped, 1 zombie >Cpu(s): 0.2%us, 0.5%sy, 0.0%ni, 99.3%id, 0.0%wa, 0.0%hi, 0.0%si, >0.0%st >Mem: 4058316k total, 3791304k used, 267012k free, 180420k >buffers >Swap: 2097144k total, 100k used, 2097044k free, 3058580k cached > >Even before switching the rest of OTRS to mod_perl, the calendar was >slower than everything else. mod_perl made a *huge* difference in the >rest of OTRS though. I'd have to subjectively say something like a 5x >performance improvement. > >I tried putting the Calendar modules in to the mod_perl startup scripts >but I don't think I was doing it right. I got lots of errors where >apache wouldn't start, and when it would start it made no difference at >all in performance. > >> >> Nils Breunese. > >

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