July 2010 - otrs - OTRS mailing lists

Re: [otrs] upgrade issues from 2.2.x to 2.4.x
by Isaac Gonzalez 10 Jul '10

10 Jul '10

Initial version is 2.2.4 Manuel Fernández Panzuela <manuelfernandezpanzuela(a)gmail.com> wrote: Which is your inicial version before upgrade process ? If you are working with 2.2.7 version before upgrade to 2.3.1 version you need upgrade to 2.2.8, 2.2.9 and finally version 2.3.1 Are you doing it ? Un saludo Manuel Fernández Panzuela www.mfernandez.es

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Re: [otrs] upgrade issues from 2.2.x to 2.4.x
by Isaac Gonzalez 10 Jul '10

10 Jul '10

I'm following the upgrade guide from the source tar.....I get the errors running the first DB 2.3 MySQL script.... Manuel Fernández Panzuela <manuelfernandezpanzuela(a)gmail.com> wrote: How are you trying upgrade, are you following any reference? Un saludo Manuel Fernández Panzuela www.mfernandez.es 2010/7/10 Isaac Gonzalez <igonzalez(a)autoreturn.com> > Upgrading from 2.2.x to 2.4.x(cent os 5, mysql 4.1.18) > > > > I ran into some errors during the db upgrade for mysql for 2.2 to 2.3 > > The first error was on line 4 for the statement > > > > ALTER TABLE sla DROP FOREIGN KEY FK_sla_service_id_id; > > > > Gave the error of rename of dbname\sla to #sql2-25000-b > > > > > > And then every alter statement below that tried to add a constraint also > gave back an error cannot create table \dbname\#sql 2500_b.frm.can I > just safely ignore this?...i have rolled everything back to how it was with > 2.2, but would love to complete the upgrade process. > > > > > > ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_ticket_id_id > FOREIGN KEY (ticket_id) REFERENCES ticket (id); > > ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_user_id_id > FOREIGN KEY (user_id) REFERENCES users (id); > > ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_create_by_id > FOREIGN KEY (create_by) REFERENCES users (id); > > ALTER TABLE ticket_watcher ADD CONSTRAINT FK_ticket_watcher_change_by_id > FOREIGN KEY (change_by) REFERENCES users (id); > > ALTER TABLE queue_preferences ADD CONSTRAINT > FK_queue_preferences_queue_id_id FOREIGN KEY (queue_id) REFERENCES queue > (id); > > ALTER TABLE service_sla ADD CONSTRAINT FK_service_sla_service_id_id FOREIGN > KEY (service_id) REFERENCES service (id); > > ALTER TABLE service_sla ADD CONSTRAINT FK_service_sla_sla_id_id FOREIGN KEY > (sla_id) REFERENCES sla (id); > > ALTER TABLE link_type ADD CONSTRAINT FK_link_type_create_by_id FOREIGN KEY > (create_by) REFERENCES users (id); > > ALTER TABLE link_type ADD CONSTRAINT FK_link_type_change_by_id FOREIGN KEY > (change_by) REFERENCES users (id); > > ALTER TABLE link_type ADD CONSTRAINT FK_link_type_valid_id_id FOREIGN KEY > (valid_id) REFERENCES valid (id); > > ALTER TABLE link_state ADD CONSTRAINT FK_link_state_create_by_id FOREIGN > KEY (create_by) REFERENCES users (id); > > ALTER TABLE link_state ADD CONSTRAINT FK_link_state_change_by_id FOREIGN > KEY (change_by) REFERENCES users (id); > > ALTER TABLE link_state ADD CONSTRAINT FK_link_state_valid_id_id FOREIGN KEY > (valid_id) REFERENCES valid (id); > > ALTER TABLE link_relation ADD CONSTRAINT > FK_link_relation_source_object_id_id FOREIGN KEY (source_object_id) > REFERENCES link_object (id); > > ALTER TABLE link_relation ADD CONSTRAINT > FK_link_relation_target_object_id_id FOREIGN KEY (target_object_id) > REFERENCES link_object (id); > > ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_state_id_id > FOREIGN KEY (state_id) REFERENCES link_state (id); > > ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_type_id_id > FOREIGN KEY (type_id) REFERENCES link_type (id); > > ALTER TABLE link_relation ADD CONSTRAINT FK_link_relation_create_by_id > FOREIGN KEY (create_by) REFERENCES users (id); > > ALTER TABLE article_search ADD CONSTRAINT > FK_article_search_article_sender_type_id_id FOREIGN KEY > (article_sender_type_id) REFERENCES article_sender_type (id); > > ALTER TABLE article_search ADD CONSTRAINT > FK_article_search_article_type_id_id FOREIGN KEY (article_type_id) > REFERENCES article_type (id); > > ALTER TABLE article_search ADD CONSTRAINT FK_article_search_ticket_id_id > FOREIGN KEY (ticket_id) REFERENCES ticket (id); > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >

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New Customer Ticket
by Phillip Lynn 09 Jul '10

09 Jul '10

All, Trying to get OTRS working and I am finding that when the customer sends a new ticket, the owner is being set to root(a)localhost.com. Is there a way to show the owner as support not root? The customer is selecting support in the to drop down box. Thank You Phillip Lynn -- Phillip Lynn Software Engineer II NetWolves Phone:813-579-3214 Fax:813-882-0209 Email: phillip.lynn(a)netwolves.com www.netwolves.com

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RSS fedd in dashboard
by Trasschaert Karl 09 Jul '10

09 Jul '10

Hi, I would like to add a rss fedd in the dashboard. I've this link in the otrs wiki : http://blog.otrs.org/2010/06/06/additional-rss-feed-in-dashboard/ But, i've add thi sto the Config.pm and the system has stop working, could you give me more info where to add the script in the config.pm. Thx _________________________________________________________________ Naviguez en toute sécurité: téléchargez Internet Explorer 8 http://www.microsoft.com/belux/fr/windows/internet-explorer/

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Final Notice per Mailing List ** OTRS 3 Beta Release Party!
by Shawn Beasley 09 Jul '10

09 Jul '10

Dear Community, As you already know, the International Release Party planned for August 2, 2010 has been in the planning phase for a few weeks now. Now, we have posted the official announcements on our websites, and we have opened the flood gates for invitations. I just want to make sure that you are all notified, also over the mailing list. For more information, please go to the Event Page http://otrs.org/event/2010/otrs3-beta-release-party and your can get instructions there about registration and travel. -- ///shawn

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Performance issue with multiple customer backends
by McCarroll, Robert 09 Jul '10

09 Jul '10

First off, thanks to Phillippe Martignier for answering my previous question. Having configured OTRS to work with one Oracle backend, we recently added a read-only view for the development version of our user database which contains a modest number of test users (1.5 Million records) and restricted the interface to searching only on Customer ID. However, we've noted that requests for customer user data now take 1.5 minutes to complete whereas a SQL statement for the same logical search ( SELECT * FROM customer_user WHERE customer_id IS LIKE '*Search String Entered*'; ) returns within a second of issuing the query. While investigating this issue we determined that OTRS was nowhere near taxing the available resources of the webserver, the network or the database during this time. We also determined that it communicated with the database server in short but dense bursts at intervals of ten to fifteen seconds while processing the request. It does not appear to matter which database the customer user ultimately gets found in, nor how much history the user has. Our test have recorded the process as taking anywhere from one to three minutes, averaging a minute and a half. Can anyone help me narrow down what might be causing this slowdown and suggest a way to alleviate it? Robert McCarroll Systems Administration NYS Department of Civil Service

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Email template SCALAR(0xe80570)
by Guillaume Rehm 09 Jul '10

09 Jul '10

Hi list, I have always a problem with email template response since upgrade to 2.4.7. My email templates are prefixed by SCALAR(0xe80570). All templates of all queues have this problem. I have created them from scratch but this doesn't solve the bug. As anybody have this problem to ? Do you find a solution ? Do you know where this problem came from ? Thanks in advance for your help. Regards, -- Guillaume REHM Centre de Ressources Informatiques Responsable Sécurité du Système d'Information (RSSI) Bibliothèque Nationale et Universitaire de Strasbourg 5 rue du Maréchal Joffre BP 51029 67070 Strasbourg tél: 03 88 25 28 23 fax: 03 88 25 28 03 mail: guillaume.rehm(a)bnu.fr web: http://www.bnu.fr

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Ticket zoom question
by Sándor Fehér 09 Jul '10

09 Jul '10

Hi, Is it possible to get otrs using Action=AgentTicketZoom&TicketNumber=XXXXXXX instead Action=AgentTicketZoom&TicketID=YYYY&ArticleID=ZZZZZ&QueueID=J ? There are some practical reasons make me the life easier if I could manage it somehow. Thank you in advance! -- Üdvözlettel/Kind Regards, Fehér Sándor ...Fehér Sándor... --- ....Sandor Feher.... fejlesztési vezető --- development manager Blue System Kft. --- Blue System Ltd. .......................................................................................... http://www.bluesystem.hu : http://www.adatmegorzo.hu : http://www.bluehosting.hu .......................................................................................... Kérem gondoljon a környezetre mielőtt kinyomtatná ezt az e-mailt vagy bármely csatolmányát. Please consider the environment before printing this e-mail and any associated attachments.

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unsubscribe
by Stefan Folkerts 09 Jul '10

09 Jul '10

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Add stat graph in the dashboard
by Trasschaert Karl 09 Jul '10

09 Jul '10

Hi, is it possible to add 7 day graph with answer time and resolution time in the dashboard ? ( like the 7 day open/closed graph) Thx Karl _________________________________________________________________ Naviguez en toute sécurité: téléchargez Internet Explorer 8 http://www.microsoft.com/belux/fr/windows/internet-explorer/

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