March 2010 - otrs - OTRS mailing lists

Add items
by Mario Pellegrini 01 Mar '10

01 Mar '10

How do I add my computers and other parts??

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<OTRS_TICKET_EscalationDestinationIn>/Escalation Since
by Alessandro d'Ambrosio 01 Mar '10

01 Mar '10

Hi, I have a question: what is the meaning of this field in the escalation process: <OTRS_TICKET_EscalationDestinationIn> that I've found in admin console - notify By mail I received notifies like these: Escalated at: 2010-03-01 17:08:39 Escalated since: 48m After 20 minutes Escalated at: 2010-03-01 17:08:39 Escalated since: 28m After 20 minutes: Escalated at: 2010-03-01 17:08:39 Escalated since: 8m And after 20 miutes: Escalated at: 2010-03-01 17:08:39 Escalated since: 8m I know that my ticket is escalated at 17:08:39 but I don't understand the second line "Escalated since". Can I edit or change this one? In sysconfig admin console I haven't found how to. Thanks, Ale Alessandro d'Ambrosio Ufficio Approvvigionamenti e Assistenza Divisione Sistemi Informativi Via Giuseppe Colombo, 46 20133 Milano Tel 02503.15263 Fax 02503.15276

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Issues post upgrade from 2.3.4 to 2.4.7
by Stephen Hall 01 Mar '10

01 Mar '10

Hi, We've recently upgrade from 2.3.4 to 2.4.7 and have noticed a number of issues. I am wondering if anyone can point me in the right direction with any of these: 1. Performance : we have three systems, the old system (2.3.4), a test system (2.4.7) and the production system (2.4.7). The production system is a VMWare ESX instance running with 2 x 2.6ghz CPU's and 4gb of memory, which is roughly double the size of the test system. However, performance on the production system is very slow. With average search->ticket click times of nearly 10s (recorded using the performance monitoring) whereas on the test system, and the old system it was closer to 1s. Any advice on tracking this down? We've checked PERL modules, configs etc, and cannot spot a difference between systems. Both test and prod are VMWare ESX, the old 2.3.4 system was physical. 2. On the AgentTicketWorkflow view tickets are not showing the Subject next to the ticket identifier. Whereas on the dashboard view, they do. This was present on the 2.3.4 system. 3. The strangest issue is opening attachments to e-mails, which results in a log out. When you log back in, and where applicable select your role, you get presented with the attachment. Any help or advice gladly received. Regards Steve

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Dashboard - "New" tickets view - Show unlocked tickets only?
by Jason B. Loven 01 Mar '10

01 Mar '10

In the agent dashboard Is there a way to reconfigure the "New Tickets" object so that it only shows new tickets with an unlocked status? 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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Package Translations: What is the right way?
by Konstantin S. Ershov 01 Mar '10

01 Mar '10

Hi, everyone! I'm trying to customize translations for my OTRS installation. I've just edited the following files: * Kernel/Language/ru_GeneralCatalog.pm * Kernel/Language/ru_ITSMConfigItem.pm * Kernel/Language/ru_ITSMCore.pm * Kernel/Language/ru_ITSMTicket.pm and got the following messages in my Package Manager: * Important : GeneralCatalog 1.3.2 - Package not correctly deployed! You should reinstall the Package again! * Important : ITSMConfigurationManagement 1.3.2 - Package not correctly deployed! You should reinstall the Package again! * Important : ITSMCore 1.3.2 - Package not correctly deployed! You should reinstall the Package again! * Important : ITSMIncidentProblemManagement 1.3.2 - Package not correctly deployed! You should reinstall the Package again! It has no effect on something in the system but it's a real eyesore to me :(. Could please anyone point me on how to get rid of these warnings after I edit languag files? Thanks in advance!

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