June 2011 - otrs - OTRS mailing lists

Re: [otrs] Firefox does not remember otrs agent password
by Mark Dissington 03 Jun '11

03 Jun '11

>>> On 03/06/2011 at 08:55, Marius Vaitiekunas <mariusvaitiekunas(a)gmail.com> wrote: > Hello, > > As you can see in a subject, firefox does not remember otrs agent > password. Chrome does. Anybody know, how to change this behavior? > Thank You. Works fine here on FF 4.0.1 with OTRS 2.4.10, username and password both filled in correctly on index.pl page. Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: The Stables, Elmhurst Business Park, Elmhurst, Lichfield, Staffordshire, WS13 8EX VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. Email has been scanned for viruses by Altman Technologies' email management service - www.altman.co.uk/emailsystems

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Looking for hot deals on cool products?
by BindasBargain 02 Jun '11

02 Jun '11

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Restrict agent to only see one customer
by niklas.johansson＠knowit.se 01 Jun '11

01 Jun '11

The correct way as I know it is to have one group (with one queue) for each company. You then assign the agent to that group. In case you register the customers you will then assign both the agent and the customer-users to the same group. Isn't this sufficient?

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Restrict agent to only see one customer
by Robert Poreba 01 Jun '11

01 Jun '11

Hi All, Is there a way to set some of the agents to only see and be able to log calls for a particular customer. We have few people in the company that only deal with one customer. We don't want them to see details of other customers and we don't want them to be able to log calls for any other customers. Please let me know if this can be done or if you know any workarounds. -- Thank you Robert

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OTRS and Mysql performance
by Jan.Dreyer＠bertelsmann.de 01 Jun '11

01 Jun '11

Hi, we have two OTRS instances on one server, nothing else is running there. There are some mysql statistics though, that make me worry: . Slow_queries: 96 . Innodb_buffer_pool_reads: 12 . Handler_read_rnd: 9,198 k . Handler_read_rnd_next: 710 M . Created_tmp_disk_tables: 2,581 . Select_full_join: 31 k . Opened_tables: 29 k . Table_locks_waited: 11 k Some of these could be improved by changing settings of innodb_buffer_pool_size, tmp_table_size and max_heap_table_size in my.cnf, but others (Handler_read_rnd, Select_full_join, .) are pointing to bad optimized requests. Are there any documents about Mysql-performance (and -tweaking) wrt OTRS? (besides http://doc.otrs.org/2.4/en/html/performance-tuning-database.html I mean) Regards, Jan Dreyer

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3.0.8 SetPermissions.pl: ownerships/permissions problem after running
by Charles 01 Jun '11

01 Jun '11

Hello :-) Sorry -- I accidentally sent the earlier mail as HTML so am resending in plain text. After using 3.0.7's UPGRADING instructions to upgrade from 3.0.7 to 3.0.8 (fromotrs-3.0.8.tar.gz), the OTRS logon page displayed "the browser you are using is too old". /var/log/apache2/error.log pointed to an OTRS permissions problem. root@system:~# ls -l /opt/otrs/var/ total 44K drwxrwsr-x 2 otrs www-data 1 May 24 13:54 article drwxr-xr-x 2 500 users 88 May 24 13:54 cron drwxr-xr-x 2 500 users 64 May 24 13:54 fonts drwxr-xr-x 3 500 users 8 May 24 13:54 httpd drwxrwsr-x 2 otrs www-data 8 Jun 1 15:02 log -rw-r--r-- 1 500 users 24K Oct 26 2010 logo-otrs.png drwxr-xr-x 2 root root 16 May 24 13:54 packages drwxrwsr-x 2 otrs www-data 1 May 24 13:54 sessions drwxrwsr-x 2 otrs www-data 1 May 24 13:54 spool drwxrwsr-x 2 otrs www-data 4.0K May 24 13:54 stats drwxrwsr-x 4 otrs www-data 32 Jun 1 15:04 tmp The installation procedure used was compared with the 3.0.7 fresh installation procedure and was identical except for copying the old Config.pm, GenericAgent.pm and ZZZAuto.pm files. Here is the exact procedure used (sorry about any line-wrapping): root@system:~# /etc/init.d/cron stop; /etc/init.d/apache2 stop root@CW8vDS:~# old_ver=3.0.7; new_ver=3.0.8 root@system:~# dir=/var/opt/otrs/backup/$old_ver; mkdir -p $dir && chown otrs:otrs $dir \ && /opt/otrs/scripts/backup.pl -d $dir root@system:~# mv /opt/otrs /opt/otrs-$old_ver root@system:~# cd /opt && tar -xzf /root/Repository/otrs-$new_ver.tar.gz \ && ln -s otrs-$new_ver/ otrs root@system:/opt# cd /opt \ && cp -p otrs-$old_ver/Kernel/Config.pm otrs-$new_ver/Kernel/ \ && cp -p otrs-$old_ver/Kernel/Config/GenericAgent.pm otrs-$new_ver/Kernel/Config \ && cp -p otrs-$old_ver/Kernel/Config/Files/ZZZAuto.pm otrs-$new_ver/Kernel/Config/Files/ root@system:/opt# cd /opt/otrs/ \ && bin/otrs.SetPermissions.pl --otrs-user=otrs --otrs-group=otrs \ --web-user=www-data --web-group=www-data /opt/otrs root@system:/opt/otrs# cd /opt/otrs/ \ && bin/otrs.RebuildConfig.pl \ && bin/otrs.DeleteCache.pl root@system:/opt/otrs# /etc/init.d/cron start; /etc/init.d/apache2 start It would probably be OK to set ownerships/permissions the same as 3.0.7 but would be time-consuming and error prone; better to fix whatever I did wrong. P.S. This is on a Debian Squeeze 64-bit system. Best Charles

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Re: [otrs] Always CC addresses
by Charles 01 Jun '11

01 Jun '11

> Date: Sun, 29 May 2011 13:17:56 +0300 > From: Muhammad El-Sergani<msergani(a)gmail.com> > Subject: Re: [otrs] Always CC addresses > To: "User questions and discussions about OTRS."<otrs(a)otrs.org> > Message-ID:<BANLkTi=G=1Ny_6YTTXCRq_TTPTENo2JZHg(a)mail.gmail.com> > Content-Type: text/plain; charset="iso-8859-1" > > Any thoughts? No one? > > Thanks and Best Regards, > Muhammad El-Sergani. otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Core%3A%3ASendmail;SysConfigGroup=Framework and scroll down to SendmailBcc where it says "Sends all outgoing email via bcc to the specified address. Please use this only for backup reasons".

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Moving a closed ticket does not fire move notifications
by Davide Manzi 01 Jun '11

01 Jun '11

Hi all. In OTRS version 2.4.7, when moving a Closed Ticket into a queue changing its status to Open, OTRS does not send any notification to the Users that put "Yes" in "Move Notification" preferences. As we can see through the History, OTRS first moves the ticket while still Closed, and then opens it. Move Ticket moved into Queue "---destination queue---" (nn) from Queue[..] - username (Foo Foo) 05/30/2011 17:10:34 OwnerUpdate New owner is "root@localhost" (ID=1). - root@localhost (Admin OTRS) 05/30/2011 17:10:34 Unlock Unlocked ticket. - root@localhost (Admin OTRS) 05/30/2011 17:10:34 StateUpdate Old: "closed successful" New: "open" - Username (Foo Foo) 05/30/2011 17:10:34 AddNote Added note (Move) Username (Foo Foo) 05/30/2011 17:10:34 Around line 1159 in file Kernel/System/Ticket.pm you'll find: # send move notify to queue subscriber if ( !$Param{SendNoNotification} && $Ticket{StateType} ne 'closed' ) { my %Used = (); my @UserIDs = $Self->GetSubscribedUserIDsByQueueID( QueueID => $Param{QueueID} ); if ( $Param{ForceNotificationToUserID} ) { push @UserIDs, @{ $Param{ForceNotificationToUserID} }; } for my $UserID (@UserIDs) { if ( !$Used{$UserID} && $UserID ne $Param{UserID} ) { $Used{$UserID} = 1; my %UserData = $Self->{UserObject}->GetUserData( UserID => $UserID, Cached => 1, Valid => 1, ); next if !$UserData{UserSendMoveNotification}; # send agent notification $Self->SendAgentNotification( Type => 'Move', RecipientID => $UserID, CustomerMessageParams => { Queue => $Queue, Body => $Param{Comment} || '', }, TicketID => $Param{TicketID}, UserID => $Param{UserID}, ); } } This excerpt shows that no notification are sent it the ticket is Closed. We need that users are always notified when a ticket is moved into one of their monitored queues. There's not a function to directly Open a Closed Ticket, so users are forced to move the ticket twice: the first time opening it, and the second one moving it already open... Questions are: 1) Why that behaviour? 2) Can we modify code in order to have the notification even when the ticket is Closed? (i.e.: removing or modifying the initial "if") 3) Should we face any problems when modifying the code? Thanks a lot for your help. Regards. Davide Manzi

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