May 2010 - otrs - OTRS mailing lists

Bulk accounting problem
by Ton Kersten 27 May '10

27 May '10

Hello all, Some time ago I asked about selecting a ticket within a bulk action, to make sure our accounting reports are correct. I hoped for an answer, but maybe nobody knows the answer. I browsed all database tables but could not find any way to select the group of tickets that's closed as one bulk action, so I made a patch to achieve what I want. What I want is: When more than one ticket is closed with a bulk action and time is allotted to this ticket group, only one ticket should get the accounted time. To make sure current installations don't break with this patch I created an extra configuration option to achieve the desired effect. So, all tickets get a time unit of 0.00 except the first one. This one gets the time for the complete bulk action. This very simple patch is: (In the directory $OTRS/Kernel/Modules) --- AgentTicketBulk.pm 2010-05-27 12:57:54.000000000 +0200 +++ AgentTicketBulk.pm.org 2009-08-25 16:32:55.000000000 +0200 @@ -72,9 +72,6 @@ my $Output = $Self->{LayoutObject}->Header(); # process tickets - my $FirstTicket = 1; - my $CountOneTime = $Self->{'Ticket::Frontend::BulkFeatureCountOne'}; - for my $TicketID (@TicketIDs) { my %Ticket = $Self->{TicketObject}->TicketGet( TicketID => $TicketID ); @@ -243,9 +240,6 @@ # time units my $TimeUnits = $Self->{ParamObject}->GetParam( Param => 'TimeUnits' ); if ($TimeUnits) { - if ( ($CountOneTime == 1) && ($FirstTicket == 0) ) { - $TimeUnits = '0.00'; - } $Self->{TicketObject}->TicketAccountTime( TicketID => $TicketID, ArticleID => $ArticleID, @@ -253,7 +247,6 @@ UserID => $Self->{UserID}, ); } - $FirstTicket = 0; # merge to my $MergeToSelection = $Self->{ParamObject}->GetParam( And the configuration option $Self->{'Ticket::Frontend::BulkFeatureCountOne'} = 1; should be defined in Config.pm Maybe a good idea for a next version. Cheers, TonK

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sending notification based on email at freetext
by boonyam 27 May '10

27 May '10

Hi all Each time of support case reporting, the reported user is different, sending open case notification /close case notification is important, hence, if I create a freetext field at "phone new" for user to maintain different email address, how to send the notification based on that email address ?

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Bug? in Stats
by TechFan 26 May '10

26 May '10

I was trying to figure out stats more. . .I wish I could even find documentation on the different types of reports and the limitations of how they can be used. . .it seems that some of them only work with certain options even though they offer more. I was working with the TicketSolutionResponseTime type. It appears that it only measures response time on closed tickets. That makes sense for solution time, but not for response time?? Anyway, the bug is that when I choose Evaluation by: all the ones that have working hours. . .the report doesn't find the values, but still keeps placeholders and zeros. Basically, I chose 5, but then when I generate the report, it only puts the proper headings, but it puts 0 values in all the columns that shouldn't be there. . .so, the headings don't match at all. . . Anyway, it is a bug. . .

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Stats Module Documentation??
by TechFan 26 May '10

26 May '10

I am trying to figure out how to create some reports, but the stats module is so powerful it is also very complex. I am trying to find some documentation that explains how it all works. . .is there any such thing??

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OTRS setup
by Steve Clark 26 May '10

26 May '10

Hello all, I have installed OTRS 2.4.7 and have it functioning, but am perplexed on how to configure it for our environment. We have many customers that each have many sites. Example: Company A HQ. Company A site 1. Company A site 2. Company A site 3. ... Company A site 300. We want to keep tickets by each site but allow one user at Company A HQ to monitor all Tickets of Company A regardless of which site. As I understand it when we add to the customer_company table the customer_id must be unique, and when we add to the customer_user the customer_id must match a customer_company.customer_id. How can I setup a 1 customer_user to many customer_company entries, or do I need to look for a different TT system? Thanks, -- Stephen Clark NetWolves Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com www.netwolves.com

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Controll $Env{"CGIHandle"} ?
by Tore Lønøy 26 May '10

26 May '10

Hi, Currently hosting an OTRS behind a proxy. We have a ProxyPass directive on the proxy which forwards requests to http://otrs-server-ip/otrs/ But, this creates an problem when it comes to forms in OTRS, since form action url will be /otrs/__scriptname__. But, I want it to be __scriptname__. This URL is generated in Layout.pm like this: $Self->{CGIHandle} = $ENV{SCRIPT_NAME} || 'No-$ENV{"SCRIPT_NAME"}'; What I did to solve this problem, is removing /otrs/ in beginning of every string. So after the above line, I've added this: $Self->{CGIHandle} =~ s/^\/otrs\///; On my system the $Env variable $0 returns the full path, so I cannot use that, and adding modules to extract the scriptname would complicate things. Is there a smarter way? Best regards, Tore

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create freetext field not as dropdown
by boonyam 26 May '10

26 May '10

Hi all Currently the freetext field is only allowed to create key fields as drop down, is there a way to create as a list field so that I could select multiple choices (instead of just selecting one choice) within a list when creating a phone ticket

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Re: [otrs] OTRS Terms of use (Alexander Halle)
by Martignier, Philippe 26 May '10

26 May '10

Alexander, Thanks for your response, it seems so we can do what we want with OTRS :) I have nothing against giving our code. The only point is that I will not be the one who will develop that code and can not force him to do so (but I will propose) :) I wanted only to be sure that there is no problem if we customize the code in the way WE want and need. I put WE in capitals as this draft feature for example may not be to the taste of others. The developments will be made as much as possible OUTSIDE Otrs in order to be able to upgrade without being able to rewrite all code ... So I am still wondering if others could be interested by such modifications ... Cheers Philippe World Intellectual Property Organization Disclaimer: This electronic message may contain privileged, confidential and copyright protected information. If you have received this e-mail by mistake, please immediately notify the sender and delete this e-mail and all its attachments. Please ensure all e-mail attachments are scanned for viruses prior to opening or using.

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Re: [otrs] Deleting tickets after switching from runtimedb to sta ticdb
by Sune T. Tougaard 26 May '10

26 May '10

I will try doing the upgrade without touching the ArticleSearchIndex and IndexAccelerator settings for now. Hopefully that can give me a clue to where the problem is. Thanks. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 26. maj 2010 08:07 To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets after switching from runtimedb to sta ticdb Thanks Nils, I'm running on a Windows install, so i can't follow it to the letter, but the database upgrade and migration scripts have certainly been executed. Also, I'm not sure whether running the migration script as the OTRS user really matters on a Windows installation. These have been run as Administrator one of the times and the otrs user the other. Thanks for any further input you can send my direction. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: 26. maj 2010 03:09 To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets after switching from runtimedb to staticdb Hi, On 25.05.2010, at 02:05, Sune T. Tougaard wrote: I've been doing some upgrade tests on our OTRS installation, currently running 2.2.4. After upgrade to 2.4.7, and running the "Support Assessment" I noticed that the ArticleSearchIndex and IndexAccelerator should be set to "StaticDB". I did, and rebuilt the indexes as mentioned in the documentation. However, after doing this, it appears that one of the cron jobs starts to bulk-delete a lot of tickets in the database. Since this is an upgrade and I'm trying to cover my behind, I'm a bit unsure whether it's a problem with the existing generic agents for example, or if it's supposed to behave like that after switching to "StaticDB". Late last week, I did another test-upgrade and the log file have grown to 11mb over the weekend. Some of the entries that I'm worried about looks like this: [Mon May 24 05:44:39 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2081000/80575). There are many many entries like this with different ticket IDs of course. I do have a few generic agents that does some delete actions, but certainly not to fill the log to 11mb. Also, SQL'ing my way in the original installation to the tickets being deleted, shows that the tickets are definitely not among those I'd like the generic agents to handle. Later in the log a substantial amount of these shows up: [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (85224)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::HistoryAdd][6265] Column 'queue_id' cannot be null, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Queue::QueueGet][751] Need ID or Name! [Mon May 24 05:57:22 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2085527/83884). Also with different ticket IDs. Can anyone shed some light on this? I've postponed my update twice, because I started seeing this behavior and I'd really like to get 2.4.7 rolling, as there are many improvements we'd like to get our hands on. If you say this is normal after switching to StaticDB after having used RunTimeDB for quite a while, I can calm a bit down and go forward. Thanks a lot for your input. Did you follow strictly the UPGRADE processes as written in the file UPGRADE ? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net <mailto:nils.leideck@leidex.net> nils.leideck(a)otrs.com <mailto:nils.leideck@otrs.com> <http://webint.cryptonode.de> http://webint.cryptonode.de / a Fractal project

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Re: [otrs] Deleting tickets after switching from runtimedb to sta ticdb
by Sune T. Tougaard 26 May '10

26 May '10

Thanks Nils, I'm running on a Windows install, so i can't follow it to the letter, but the database upgrade and migration scripts have certainly been executed. Also, I'm not sure whether running the migration script as the OTRS user really matters on a Windows installation. These have been run as Administrator one of the times and the otrs user the other. Thanks for any further input you can send my direction. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: 26. maj 2010 03:09 To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets after switching from runtimedb to staticdb Hi, On 25.05.2010, at 02:05, Sune T. Tougaard wrote: I've been doing some upgrade tests on our OTRS installation, currently running 2.2.4. After upgrade to 2.4.7, and running the "Support Assessment" I noticed that the ArticleSearchIndex and IndexAccelerator should be set to "StaticDB". I did, and rebuilt the indexes as mentioned in the documentation. However, after doing this, it appears that one of the cron jobs starts to bulk-delete a lot of tickets in the database. Since this is an upgrade and I'm trying to cover my behind, I'm a bit unsure whether it's a problem with the existing generic agents for example, or if it's supposed to behave like that after switching to "StaticDB". Late last week, I did another test-upgrade and the log file have grown to 11mb over the weekend. Some of the entries that I'm worried about looks like this: [Mon May 24 05:44:39 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2081000/80575). There are many many entries like this with different ticket IDs of course. I do have a few generic agents that does some delete actions, but certainly not to fill the log to 11mb. Also, SQL'ing my way in the original installation to the tickets being deleted, shows that the tickets are definitely not among those I'd like the generic agents to handle. Later in the log a substantial amount of these shows up: [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (85224)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::HistoryAdd][6265] Column 'queue_id' cannot be null, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Queue::QueueGet][751] Need ID or Name! [Mon May 24 05:57:22 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2085527/83884). Also with different ticket IDs. Can anyone shed some light on this? I've postponed my update twice, because I started seeing this behavior and I'd really like to get 2.4.7 rolling, as there are many improvements we'd like to get our hands on. If you say this is normal after switching to StaticDB after having used RunTimeDB for quite a while, I can calm a bit down and go forward. Thanks a lot for your input. Did you follow strictly the UPGRADE processes as written in the file UPGRADE ? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net <mailto:nils.leideck@leidex.net> nils.leideck(a)otrs.com <mailto:nils.leideck@otrs.com> <http://webint.cryptonode.de> http://webint.cryptonode.de / a Fractal project

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