December 2010 - otrs - OTRS mailing lists

OTRS 3.0.4 findings
by Aron Rotteveel 24 Dec '10

24 Dec '10

Hi, After some fiddling around, I managed to get my 2.4.9 install upgraded to 3.0.4. I found a lot of problems regarding the use of a custom theme; I had to manually edit the database user preferences and ZZZAuto.pm in order to reset everything to 'Standard'. Anyway, I thought it would be good to post some of my findings so far: - First of all: the customer interface is WAY more clean than the admin interface. Personally, I really don't like the black+orange layout of the admin interface and think the menu takes too much space. The customer interface on the other hand is brilliant: it's really clean and compact. I would *love* to see this implemented in the admin interface as well. - Slowness: I haven't been able to benchmark anything, but it feels like upgrading to 3.x made my setup a lot slower - Customer interface slow ticket hovers: in the latest Chrome build (havent tested in other browsers), the mouseover on the tickets in the customer interface is terribly slow. Also, the orange really is 'too much'. A simple grey hover would fit better, imo. The same counts for the admin interface, apart from slowness. - Read / unread tickets: the star is really confusing. Stars are generally accepted as a 'mark as favorite' design pattern, but in this case, it acts as a read/unread indicator. It would probably be better another icon that better fits this design pattern. - Editor: I don't know if anyone would disagree, but I really think a simpler editor would be better. FCKEditor is still fine, but there is really no need to have the ability to use Comic Sans or change font widths. This could probably be made available through configuration options, so that the default is cleaner and simpler. As a default, I'd suggest: Bold, Italic, Underline, Ordered list, unordered list, link and image. - Menu mouseover: I'd really like to see the menu's collapse on mouseover instead of click. Clicking the 'ticket' menu should lead to the first submenu item. - More slowness: dropdown menu's seem terribly slow. I have not looked into it, but it almost feels that the content is being pulled on click. I repeat: it is *terribly* slow. A click is delayed by aprox 0.3seconds, which is really adds up and makes it less of a good experience. - Scrollbar: it is probably better to show the scrollbar by default through CSS; clicking through the interface makes the layout move horizontally due to partially loaded content in some cases (in my case, in the ticket detail screen). It feels a bit 'clunky'. Overall, I'm happy with the upgrade. The first point of improvement for me would be a drastic speed improvement, both server and client side. Simple things like collapsing menu's and mousehovers should feel *far* more responsive than they do now. Thanks for your efforts and work. -- Best regards / Met vriendelijke groet, Aron Rotteveel

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Stat generation problem
by shrikant k 24 Dec '10

24 Dec '10

hello all, I am facing some problem in generation of stats as my boss want to show the performance in stats. I wanted to generate a stat which shows numbwer of tickets in each queue,number of ticket closed in each queue,number of ticket escalated in each queue, and number of ticket crossed the solution time in each queue looks similar like this total number of tickets | closed |escalated | number of tickets expired solution time queue1 queue2 queue3 any help in generating such kind of stats thanks & Regards shrikant

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stat generation based on esacalation time
by shrikant k 24 Dec '10

24 Dec '10

Can any body help in as how to generate stats as number of tickets which has crossed escalation time in a particular queue. shrikant

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Turn off "auto replay"
by Jean BROW 24 Dec '10

24 Dec '10

Hi, Do anyone know how I can turn off "auto replay" just for 1 person who sending us email often? All other people I want us to send "auto replay" to... Thanks. Jean

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Upgrading 3.03 to 3.04 & received failed dependency
by Paul Taylor 23 Dec '10

23 Dec '10

Hello, On Red Hat Enterprise Linux 6 I tried to upgrade from 3.03 to 3.04 and received a PERL Date::Format failed dependency error that reads: # rpm -Uvh otrs-3.0.4-01.noarch.rpm error: Failed dependencies: perl(Date::Format) is needed by otrs-3.0.4-01.noarch When I run the otrs.CheckModules.pl script to confirm Perl modules the output shows I have Date::Format installed version 2.24: # ./otrs.CheckModules.pl <<<text removed for clarity>>> o Date::Format...................ok (v2.24) <<<text removed for clarity>>> Any suggestions? Thanks, Paul

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RPM upgrade from 3.0.3 to 3.0.4 reports perl(Date::Format) missin g
by John Murray 23 Dec '10

23 Dec '10

On my CentOS 5 server I just tried to upgrade from OTRS 3.0.3 to 3.0.4 but this failed: [root@otrs ~]# rpm -Uvh otrs-3.0.4-01.noarch.rpm error: Failed dependencies: perl(Date::Format) is needed by otrs-3.0.4-01.noarch [root@otrs ~]# Yet otrs.CheckModules.pl on my current installation says Date::Format is there: [root@otrs bin]# ./otrs.CheckModules.pl o CGI............................ok (v3.50) o Crypt::PasswdMD5...............ok (v1.3) o CSS::Minifier..................ok (v0.01) o Date::Format...................ok (v2.24) o Date::Pcalc....................ok (v1.2) o DBI............................ok (v1.52) o DBD::mysql.....................ok (v3.0007) o Digest::MD5....................ok (v2.36) o Digest::SHA::PurePerl..........ok (v5.48) o Encode::HanExtra...............Not installed! (Optional - Required to handle mails with several Chinese character sets.) o GD.............................ok (v2.35) o GD::Text....................ok (v0.86) o GD::Graph...................ok (v1.44) o GD::Graph::lines............ok (v1.15) o GD::Text::Align.............ok (v1.18) o IO::Scalar.....................ok (v2.110) o IO::Wrap.......................ok (v2.110) o JavaScript::Minifier...........ok (v1.05) o JSON...........................ok (v2.27) o JSON::PP....................ok (v2.27008) o JSON::XS....................ok (v2.3) o LWP::UserAgent.................ok (v2.033) o Mail::Internet.................ok (v2.07) o Mail::POP3Client...............ok (v2.18 ) o IO::Socket::SSL.............ok (v1.01) o MIME::Base64...................ok (v3.07) o MIME::Tools....................ok (v5.428) o ModPerl::Util..................ok (v2.000004) o Apache::DBI.................ok (v1.09) o Apache2::Reload.............ok (v0.11) o Net::DNS.......................ok (v0.59) o Net::POP3......................ok (v2.29) o Net::IMAP::Simple..............ok (v1.2017) o Net::IMAP::Simple::SSL......ok (v1.3) o Net::SMTP......................ok (v2.31) o Authen::SASL................ok (v2.15) o Net::SMTP::SSL..............ok (v1.01) o Net::SMTP::TLS..............ok (v0.12) o Net::LDAP......................ok (v0.4001) o PDF::API2......................ok (v0.73) o Compress::Zlib..............ok (v1.42) o SOAP::Lite.....................failed!!! Version 0.712 not supported! This version is broken and not useable! Please use another version. o Text::CSV......................ok (v1.20) o Text::CSV_PP................ok (v1.28) o Text::CSV_XS................ok (v0.76) o XML::Parser....................ok (v2.34) [root@otrs bin]# pwd /opt/otrs/bin [root@otrs bin]# Any ideas why, and what to do? John Murray George James Software www.georgejames.com

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can't open developer doc
by Min Never 23 Dec '10

23 Dec '10

Dear All, I can not open this document, may I ask who has the same problem with me? ftp://ftp.otrs.org/pub/otrs/doc/doc-developer/2.4/en/pdf/otrs_developer_boo… but 3.0 is OK: ftp://ftp.otrs.org/pub/otrs/doc/doc-developer/3.0/en/pdf/otrs_developer_boo… i'm using Ubunut 8.04, thanks. - Never

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Stats question
by Jason B. Loven 22 Dec '10

22 Dec '10

So I went into stats and tried to create a ticketlist report to show open tickets by tech...But either my install is broken or I'm blind since I can't find a field that shows who owns the ticket or who it's locked to. Can anyone shed some light? 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)caisoft.com<mailto:jloven@caisoft.com> Web: http://www.caisoft.com/<blocked::http://www.cainetserv.com/>

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Can't get ticket to change state
by Clayton Doty 22 Dec '10

22 Dec '10

Ok i know this is a stupid question but I for some reason can not get a ticket to change from the new state? Ticket are generated by a PostMaster Mail Account. Any help please. Clay

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OTRS 3.0.4 defaults for next ticket state when "reply" and "reply all"
by Ralf Hildebrandt 22 Dec '10

22 Dec '10

My users have been reporting problems with 3.0.4 and the "next ticket state" - with 2.4.9 we used to have a default of "closed successfully", but now we're getting different defaults, sometimes the default is "open" (WTF?) and in some cases it's "closed unsuccessfully" -- which is no real option here. Where can I set a global default? Or does the behaviour depend on the queue? The agent? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebrandt(a)charite.de | http://www.charite.de

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