July 2011 - otrs - OTRS mailing lists

Re: [otrs] Changing PostMaster pickup time
by Nathan Unsworth 19 Jul '11

19 Jul '11

Thanks Lars! Lars Jørgensen <lajo(a)kb.dk> wrote: Hi Nathan, Yeah, you need to install the new crontab. Look at bin/Cron.sh. Running it without any parameters gives you some instructions. Lars From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nathan Unsworth Sent: Sunday, July 17, 2011 5:38 AM To: otrs(a)otrs.org Subject: [otrs] Changing PostMaster pickup time I need to change the amount of time between each mail pickup from 10 minutes to 1 minute. I have modified the var/cron/postmaster_mailbox file to reflect this and have restarted cron. Is there anything else I need to change to properly set this new pickup time? ~Nathan Unsworth M - 801.864.5734 | W - 650-385-2900 x75335 nathan(a)sqwishy.net | www.sqwishy.net

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Modules update is gone after update
by Rangel Perez Sardinha 18 Jul '11

18 Jul '11

Hi, After upgrade OTRS to 3.09 and update ITSM to 3.0.4 the menu of itsm options are gone. All user still with permission in ITSM modules and other modules like FAQ, i had try remove and re-add groups permission, but i am still not seeing ITSM and FAQ option (CMDB,CHANGES, FAQ, etc. ) Could someone help me? Regards, Rangel Perez Sardinha Projects\Support Analyst Unidade - RPO * rangel(a)ezvoice.com.br (+55 (16) 3515-5800 (+55 (16) 3515-5807 (+55 (11) 3130-9800 (+55 (16) 9287-4445

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OTRS on windows 64 bit
by jverhoeff＠beckhoff.nl 18 Jul '11

18 Jul '11

Hi all, I want to run OTRS on a windows 64 machine. - does this work? - has somebody experience with this? thanks for your input. Met vriendelijke groet / Gruß / Best Regards, Jurjen Verhoeff

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Timing and notification issues when creating tickets via JSON.pl
by Hugh Kelley 18 Jul '11

18 Jul '11

Is anyone using JSON to create tickets? We have some integration code using that handler and I'm seeing the following errors in the log after each new ticket. [Mon Jul 4 15:16:48 2011][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [201107041031615/john.doe ] created (TicketID=12324,Queue=Raw,Priority=3 normal,State=new) [Mon Jul 4 15:16:48 2011][Error][Kernel::System::Ticket::Article::ArticleLastCustomerArticle][1168] No article found for TicketID 12324! [Mon Jul 4 15:16:48 2011][Error][Kernel::System::Ticket::Article::ArticleLastCustomerArticle][1168] No article found for TicketID 12324! [Mon Jul 4 15:16:48 2011][Error][Kernel::System::User::GetUserData][150] Need User or UserID! [Mon Jul 4 15:16:48 2011][Error][Kernel::System::User::GetUserData][150] Need User or UserID! [Mon Jul 4 15:16:48 2011][Error][Kernel::System::Ticket::Article::ArticleGet][1646] No such article for TicketID (12324)! [Mon Jul 4 15:16:48 2011][Error][Kernel::System::Queue::GetSystemAddress][165] [Microsoft][SQL Server Native Client 10.0]Invalid character value for cast specification (SQL-22018), SQL: 'SELECT sa.value0, sa.value1 FROM system_address sa, queue sq WHERE sq.id = ? AND sa.id = sq.system_address_id' . . . [Mon Jul 4 15:16:49 2011][Error][Kernel::System::Ticket::HistoryTypeLookup][6695] No TypeID for WebRequestAgent found! [Mon Jul 4 15:16:49 2011][Error][Kernel::System::Ticket::HistoryAdd][6740] Need HistoryTypeID! This came to light because tickets are not generating "raw queue" notifications (emails) to agents. The article view shows one, but it is devoid of article text. My hunch (from reading the log above), is that the new ticket notification logic is firing before the first article can be created. Has anyone else seen this? Hugh

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Pull Machine Name into ticket
by Gadow, Shawn 18 Jul '11

18 Jul '11

I sent this question earlier but It may have been lost in the spam so I am trying again I would like to if it is possible (it was with my last ticket system) to pull the machine name from which the ticket was created into the ticket when it is created (in a separate field if possible)... If it is not possible to add the machine name to the ticket automatically then is it possible to add a required field directly between the SLA and Subject fields that could feed into the ticket when it is created? I know you can add fields to the bottom of the form as I have done that but I would rather have a required field in the location stated above rather than down under the text field I did some searching and couldn't find anything on this Shawn Gadow Network Administrator Oregon CUSD 220 "Security is when everything is settled. When nothing can happen to you. Security is the denial of life." - Germaine Greer

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Changing PostMaster pickup time
by Nathan Unsworth 18 Jul '11

18 Jul '11

I need to change the amount of time between each mail pickup from 10 minutes to 1 minute. I have modified the var/cron/postmaster_mailbox file to reflect this and have restarted cron. Is there anything else I need to change to properly set this new pickup time? ~Nathan Unsworth M - 801.864.5734 | W - 650-385-2900 x75335 nathan(a)sqwishy.net | www.sqwishy.net

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Employees' Shift Summary
by Muhammad El-Sergani 16 Jul '11

16 Jul '11

Dear OTRS list, I know this is way off-topic, but I can't find elsewhere to search and/or ask about this. Basically I need a web service (something like OTRS) to serve in our office to do the following: - We have our office covered in shifts - By the end of each shift, a shift summary email is written and sent out to all the team - We need to have some sort of automated service, so that employees wouldn't have to type in an email from A-to-Z, but rather find some spreadsheet-like forms on a webpage, and just type away the needed details I know this is way off-topic, and should *not* be sent here, but then again, I was never let down by you guys. Appreciate your thoughts on this. Thanks and Best Regards, Muhammad El-Sergani.

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OTRS on windows and high cpu loads
by Arnold Ligtvoet 16 Jul '11

16 Jul '11

Hi, recently had to install a system in Windows. The OTRS version is 3.0.9 and I installed in a pretty basic way. Migrated data from 2.2.7 into the new version. Now I notice that the system performs worse than I expected. The system is running Windows2008 server in 32 bit, is a 3.0 Xeon dual core at 3 Ghz and has 6 Gb of ram. Each time a user logs on to OTRS or performs a more complex action the CPU load spikes to 100% and this is largely due to the httpd.exe process. I would have expected that this config would be able to run OTRS oke. I already moved files from database to filesystem, archived 35k tickets (still around 70k tickets in system), did some database optimization (larger key_buffer_size (1024m), added thread_cache_size=40, added table_open_cache = 1024) and activated the WinNT MPM with 150 threads in the httpd.conf. This seems to have no effect on performance. There are around 20 to 30 active agents on the system. - Would I be better of running IIS? - Would I be better of installing Apache under windows myself? Any help / tips are appreciated. Regards, Arnold

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Custom Customer Toolbar Item for RSS Feeds?
by Mikola Rose 15 Jul '11

15 Jul '11

Heya group, Is it possible or has it been done were a new toobar item could be created called "Downloads" in the customer interface. I was hoping to create RSS feeds of files available for download. Can I even create an rss feed in a new tab? Mik

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Average resolution time
by Rogerio F Cunha 14 Jul '11

14 Jul '11

Hi, Someone knows how to create a report to provide the average resolution time per queue on the last 'x' days? Thanks

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