June 2009 - otrs - OTRS mailing lists

is it mandatory for OTRS and mysql to be there in the same box.
by Katta, Lokesh Katta Subramanyam 09 Jun '09

09 Jun '09

Hi All, While creating the database using the installer, I am getting errors if I mention the database location to be a different system other than the localhost. Unable to get what could be wrong. Has anyone tried it? Best Regards, Lokesh K S

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otrs stats first response time
by Rachid Zarouali 08 Jun '09

08 Jun '09

Hy all, I'm knocking my head off working on : - creating a custom stat query which return for all tickets in a definied queue, the first response time. - creating a custom stat query which will return number of tickets in a definied queue who are below the first response escalation time and those who are +after the first response escalation time. anyone have already done that or know how to create the custom stat ? Thanks for your help, Rachid

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(no subject)
by Rachid Zarouali 08 Jun '09

08 Jun '09

Hy all, I'm knocking my head off working on : - creating a custom stat query which return for all tickets in a definied queue, the first response time. - creating a custom stat query which will return number of tickets in a definied queue who are below the first response escalation time and those who are +after the first response escalation time. anyone have already done that or know how to create the custom stat ? Thanks for your help, Rachid

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installation on FreeBSD Jail
by Jerais A. Al-Jeraisy 08 Jun '09

08 Jun '09

Hi all, well, i've this strange problem and i'm sure you gonna help me :-). - the problem is: when i run -though web- installer.pl or index.pl i'm getting this error message: "Function not implemented at /usr/local/otrs/bin/cgi-bin/../../Kernel/System/Log.pm line 93." - this is the environment that i'm gonna install OTRS on: FreeBSD 7.1. -Jailed-. Webserver: lighttpd-1.4.22 Perl version: v5.10.0 perl-OTRS modules: ./otrs.checkModules " o CGI............................ok (v3.43) o Date::Pcalc....................ok (v1.2) o Date::Format...................ok (v2.22) o DBI............................ok (v1.607) o DBD::mysql.....................ok (v4.010) o Digest::MD5....................ok (v2.38) o Crypt::PasswdMD5...............ok (v1.3) o LWP::UserAgent.................ok (v5.826) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o MIME::Base64...................ok (v3.07) o Mail::Internet.................ok (v2.04) o MIME::Tools....................ok (v5.427) o Net::DNS.......................ok (v0.65) o Net::POP3......................ok (v2.29) o Net::POP3::SSLWrapper.......not installed! (not required / for SSL connections) o Net::IMAP::Simple..............not installed! (not required / for IMAP connections) o Net::IMAP::Simple::SSL......not installed! (not required / for SSL connections) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.12) o Net::LDAP......................not installed! (not required / for directory authentication) o GD.............................ok (v2.41) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44_01) o GD::Graph::lines............ok (v1.17) o GD::Text::Align.............ok (v1.18) o PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v2.015) o XML::Parser....................ok (v2.36) " this is the first time i'm getting this with OTRS, and i'm struggling since 2days to solve it. appreacitaced your help in advance. -- Jerais A. Al-Jeraisy, RHCE Sr. Systems Specialist email: root(a)jerais.com website: http://www.jerais.com "Knowledge is power, and power corrupts. Study hard, Be evil!" --unknown

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AccountedTime PDF Output
by sander vink 08 Jun '09

08 Jun '09

Hi all! I am running OTRS 2.3.4 on a Fedora 9 core. Is it possible to configure the PDF output in Search? I'd like to add "AccountedTime" ( the working hours ) to that PDF export. Hope you can help me. Thanks a lot! Kind regards, Sander Vink

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New OTRS install / New OTRS user question about user managament
by Jack Blalock 05 Jun '09

05 Jun '09

Hello All Not only am I a new user to OTRS, I also have never used a mailing list (but I have used forums for discussion and questions elsewhere on the net) so please excuse if my question does not seem to be formatted correctly. I think its a basic issue I have: I'm in the process of setting up the OTRS system for the first time. I'm logged in as the administrator and I'm looking at the "Admin-Area" interface. I created a couple of users and I have created a couple of groups. When I click/select "[users]" I do not see a list of users under "List:" on the right hand pane, yet when I select "[Groups]" I see a list of the default (OTRS system default) groups AND the groups I have created. Can someone direct me to a setting/tweak to the system to have the list of users displayed? -- Thanks Jack Blalock

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OTRS load and scalability?
by Katta, Lokesh Katta Subramanyam 05 Jun '09

05 Jun '09

Hi All, Has anyone tried to load test OTRS. I would be interested to know the results and the hardware used. We have a requirement with 100 concurrent users using the system. We are testing on an Intel Pentium 3ghz with 2gb ram. But the cpu and memory usage are hitting top near(100%) when we try to load 100 concurrent users and the system becomes slow. I do think that we may have to test on a better hardware, but would be interested to know any other experiences. Also would be interested to know any tuning options to increase the performance. Thanks again for any kind of help. Best Regards, Lokesh K S Banking and Investment Group CGI - India T: +91-80-6642-2041 C: +91-998-008-0090

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How “ZZZAuto.pm” can stop OTRS from sending mail?
by Afshar Mohebbi 05 Jun '09

05 Jun '09

Dear friends, I recently encountered problems sending mail from OTRS by SMTP. Root cause of problem was that mail server did not need user name and password for SMTP I commented related entries in config.pm but the error still existed. I found unwanted entries reside in ZZZAuto.pm. In other other hands config.pm were not OVERRIDING ZZZAuto.pm in this special case! I described my experience in a blog post: http://afsharm.blogspot.com/2009/06/how-zzzautopm-can-stop-otrs-from.html Hope help somebody Afshar Mohebbi http://afsharm.blogspot.com/

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Joomla Integration
by Damian and Maggie 04 Jun '09

04 Jun '09

I have searched the archives as well as googled it but can't find anything about a Joomla integration for OTRS. Is there such a thing? I know I can set OTRS to use the Joomla database but I want at least to have single sign-on (ie log into Joomla and be able to access OTRS without another log in) but would be nice to have more integration than that (especially in terms of appearance and language). Any help would be appreciated Damian

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What is difference between PostMaster.pl and PostMasterMailbox.pl?
by Afshar Mohebbi 04 Jun '09

04 Jun '09

Hi, Does anyone knows what is difference between PostMaster.pl and PostMasterMailbox.pl? I was used to run PostMaster.pl to check mail and inserting them in OTRS but recently it just hangs forever without showing any activity. While PostMaster.pl hangs every time but running my mail account POP3 is still possible in UI/AdminMailAccount. Now I am using PostMasterMailbox.pl instead and it runs well. But I'm wondering what is difference between them? Can I just use PostMasterMailbox.pl instead of PostMaster.pl for ever? I'm running OTRS in MS Windows platform. Kind Regards, Afshar Mohebbi

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