February 2012 - otrs - OTRS mailing lists

mail sent "To:" otrs "From:" agent --> agent queue ?
by ipguy 16 Feb '12

16 Feb '12

hi all i have a particular requirement with regards to filtering that i need some help with we currently have a helpdesk queue that grabs all email sent to " helpdesk(a)company.com" and places it in the "helpdesk" queue, works well. issue: we have agents that CC "helpdesk(a)company.com" with replies to a customer if the email was originally received in there personal inbox, they do this to start the ticket tracking from OTRS question: how do i get OTRS to place the new ticket in the agents queue so followup email are send to the agent ?

2 1

ora-24817 error
by Anselm Strauss 16 Feb '12

16 Feb '12

hi, i have a otrs 3.0.11 running on redhat linux 5.3 with a oracle 10 database. i upgraded the thing from otrs 2.4. now, in one of the last steps in the upgrade, i want to reinstall packages. somehow it messed up, and now i have the new itsm packages installed, but the do not show up in the packages list. in the httpd log i get tons of the following messages: -e: DBD::Oracle::st fetchrow_array failed: ORA-24817: Unable to allocate the given chunk for current lob operation (DBD ERROR: OCILobRead) [for Statement "SELECT name, version, install_status, content FROM package_repository ORDER BY name, create_time"] at /opt/otrs//Kernel/System/DB.pm line 616. i guess this error comes when trying to display the list of installed packages. oracle says the only option is to change the code to use smaller chunks. is there any tuning i can do in otrs without changing the code? during the migration i had the following errors when running OTRS-DBUpdate-to-3.0-10: Message: ORA-02289: sequence does not exist (DBD ERROR: error possibly near <*> indicator at char 14 in 'DROP SEQUENCE <*>SE_virtual_fs') [for Statement "DROP SEQUENCE SE_virtual_fs"] at /opt/otrs/Kernel/System/DB.pm line 422. Message: Error during table creation! Traceback (1641): Module: main::CreateVirtualFSTables (v1.5) Line: 350 Step 5 of 5: Creating VirtualFS tables (if necessary)… Error! Migration completed! but in the end the migration was complete … when i try to install the packages again, it says it can't upgrade the packages because they are not installed. thanks for any help, anselm strauss

1 0

strange performance problems migrating otrs from a server to another one
by Luca Domenella 15 Feb '12

15 Feb '12

Hi all, im doing a migration of the otrs database from a server to another one. When performing the database test Ive got strange result when running a query: 5 minutes versus the actual production server : 17secs. What I did is: 1) Newly centos installed server 5.7 2) Install mysql 5.5.20 (stable release from dev.mysql.com) 3) Backup the db on production server using mysqldump 4) Restore using canonical way: mysql uroot p otrs < mysql.sql 5) Customized the my.cnf Looks normal This is the query that on my production server took 17 secs: SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article at WHERE sq.id = st.queue_id AND st.id = at.ticket_id AND sq.group_id IN (1, 3, 4) AND ( LOWER(at.a_body) LIKE LOWER('%58674056830%')) ORDER BY st.create_time_unix DESC LIMIT000; I have got this from mysql-slowquery.log on the production server on this new server tooks: Empty set (5 min 11.28 sec) This is the output of show profile; +--------------------------------+------------+ | Status | Duration | +--------------------------------+------------+ | starting | 0.000023 | | Waiting for query cache lock | 0.000004 | | checking query cache for query | 0.000098 | | checking permissions | 0.000005 | | checking permissions | 0.000003 | | checking permissions | 0.000005 | | Opening tables | 0.000031 | | System lock | 0.000014 | | Waiting for query cache lock | 0.000030 | | init | 0.000058 | | optimizing | 0.000017 | | statistics | 0.000044 | | preparing | 0.000027 | | Creating tmp table | 0.000037 | | executing | 0.000004 | | Copying to tmp table | 311.316596 | | Sorting result | 0.000024 | | Sending data | 0.000015 | | end | 0.010888 | | removing tmp table | 0.000011 | | end | 0.000005 | | query end | 0.000004 | | closing tables | 0.000017 | | freeing items | 0.000018 | | Waiting for query cache lock | 0.000003 | | freeing items | 0.000283 | | Waiting for query cache lock | 0.000005 | | freeing items | 0.000002 | | storing result in query cache | 0.000005 | | logging slow query | 0.000003 | | logging slow query | 0.000137 | | cleaning up | 0.000005 | +--------------------------------+------------+ 32 rows in set (0.03 sec) What comes to eyes is the copying to tmp table that take all the time when I runt this query I also took an iostat on the server (local disks) and the disk is 90% used with few iostat % (something like 1-5%) and 5-7MB/s reads Now, on the production server I dont have any kind of disk usage looks like its all in memory Can anyone help me on this performace issue ? I dont know how to reproduce the performances of the production server on this new one. Best regards, Luca Domenella T: +39 0698962316 E: luca.domenella(a)bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (RM) www.bwinparty.com This email and any attachments are confidential, and may be legally privileged and protected by copyright. If you are not the intended recipient dissemination or copying of this email is prohibited. If you have received this in error, please notify the sender by replying by email and then delete the email completely from your system. Any views or opinions are solely those of the sender. This communication is not intended to form a binding contract unless expressly indicated to the contrary and properly authorised. Any actions taken on the basis of this email are at the recipient's own risk.

4 6

Upgrade from 3.0.11 to 3.1.1
by Erik van Ast 15 Feb '12

15 Feb '12

Hi everyone, We have been using OTRS for a couple of years now and we are currently using 3.0.11 as the newest version. OTRS 3.1.1 is now available however and I wanted to know if there are any special things I have to think of before upgrading? We are using OpenSUSE 11.2 as an OS, but I'm not an expert in Linux so I wanted to double-check before upgrading. I have upgraded the 3.0.X versions every time by running the following commands: rpm -Uvh otrs-3.0.11* otrs.RebuildConfig.pl otrs.DeleteCache.pl apache2 restart Can I use the same commands (otrs-3.1* instead of otrs-3.0.11* in the first line) for this upgrade from 3.0.11 to 3.1.1? Kind regards, Erik van Ast Please visit our new ecommerce website http://eu.suzohapp.com

3 2

Changing auth type from local to ldap for agents
by Ugo Bellavance 14 Feb '12

14 Feb '12

Hi, I'm using OTRS only internally, so I use ldap backend for clients, but at first I didn't know if it would cause problem with agents so the auth for agent is local. I have a few questions about the possible transition to ldap auth for agents. - Can an agent be a customer as well if using the same AD for auth? Of course, I guess that agents would be in an extra AD group compared to the users. - Will I lose agent history or will I break something if I go with ldap auth instead of local eventually? The usernames and e-mail addresses are the same. Thanks, Ugo

2 1

Re: [otrs] Svar: Re: Diff between PendingDate and Due date?
by Martin Møller 14 Feb '12

14 Feb '12

Hi Michiel! I am very well, thank you. We are starting our migration to 3.1 in the near future, but currently are in testing phases with 3.0. I had some issues with malformed UTF-8 chars when I went from 3.0 to 3.1, so I had to go back again on my test system. I have some idea what may be the reason, but nothing definite yet. We have been looking a bit at your feature addons, but can we get these by themselves? It seems I can't use all my ZZAuto.pm from 2.4 after updating to 3.0. Customer search is broken at least. Starting anew fixes this, but I saw no caveat about this in the upgrade docs. Are you still teaching classes in OTRS? Regards, /Martin Den 01/02/2012 kl. 19.47 skrev "Michiel Beijen <michiel.beijen(a)otrs.com>" <michiel.beijen(a)otrs.com>: > Hi Martin, how are you! > > What would be possible is to use the GenericAgent to set a field to > the color you want, this can be a free text field or a 3.1.x-style > DynamicField. You can then use this color in a custom DTL template as > a value to use this color in a certain field. > This would involve the use of DTL, but there would be no Perl involved... > Hope this helps, > > Mike. > > 2012/1/26 Martin Møller <mmo(a)itq.dk>: >> That seems quite interesting. Thank you for bringing it to my attention ;) >> >> I haven't had time to try anything yet, but I came to the conclusion that I >> would be able to handle this via <dtl system-call ... > if need be, where I >> could call a script to convert the due date and the current date to >> timestamps and return a number of seconds I could do 'ge' or 'lt' operations >> on. >> >> It may not need to come to that now, but my Perl knowledge is unfortunately >> quite limited. >> >> I will peruse this new fountain of knowledge for a bit! >> >> /Martin. >> >>>>> Juan Manuel Clavero Almirón<juanm.clavero(a)ibsalut.es> 26. januar 2012 >>>>> 13:09 >>> >> >> Hi, >> >> we use the package TicketOverviewHooked >> [http://opar.perl-services.de/bin/index.cgi/package/R/RE/RENEEB/TicketOvervi…] >> to colorize tickets according to their type... maybe you could use it to >> colorize according to proximity to DueTime >> >> Juan Clavero Almirón >> >> >> >> De: Martin Møller [mailto:mmo@itq.dk] >> Enviado el: miércoles, 25 de enero de 2012 13:00 >> Para: User questions and discussions about OTRS. >> Asunto: [otrs] Svar: Re: Diff between PendingDate and Due date? >> >> >> >> Are there any plans for making Due date something that can actually be >> actioned on without needing to code a lot of Perl? >> >> >> >> Like, for example, a ticket going yellow X days before due date is reached, >> orange Y days before and red when due date has been missed. >> >> If the case is closed, due date should be ignored, unless reopened. >> >> >> >> It would lend a nice immediacy to the field that we would very much like >> here. >> >> >> >> If not implemented in OTRS as such, is it possible, via <dtl if > or >> similar, to check how far the due date is from today? If so, I should be >> able to do the coloring in the templates from there... >> >> >> >> It would also be nice if you could use Due date as a trigger in the Message >> (Event) setup... >> >> Regards, >> >> >> >> /Martin. >> >> >>>>> Nils Leideck - ITSM <nils.leideck(a)leidex.net> 4. oktober 2010 13:16 >>> >> Hi, >> >> >> >> The pending date is used for the “pending *” status. >> >> The Due Date is just another timestamp on the ticket >> >> >> >> On 04.10.2010, at 23:43, Pradumna Maheshwari wrote: >> >> >> >> Hello, >> >> Can you tell me, what is difference between 'PendingDate' and 'Due date'? >> >> Under what situation, should each one be used ? >> >> thanks... >> >> Pradumna Maheshwari >> >> >> >> Cheers >> >> Nils Leideck >> >> — >> Nils Leideck >> Senior Consultant >> >> >> >> http://webint.cryptonode.de / a Fractal project >> >> >> >> >> --------------------------------------------------------------------- >> 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 > --------------------------------------------------------------------- > 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

3 5

2 queues, 1 of them very slow
by Karlos Jelez 14 Feb '12

14 Feb '12

Hi list, I have a OTRS 2.3.4 instalacion for a few years. It was working with 1 queue; currently 5,000 tickets after a purge from 50,000. Two months ago a set up a second queue; currently with 200 tickets. I have noted that the fetching mails process takes 4 minutes per message when the target is the first queue, but just a few seconds when the target is the new queue. The mail server I am using is a 2003 exchange to both 2 queues. I did test with qmail but I had the same result. I did set up PostMasterReconnectMessage to 50. I did set up storage to ArticleStorageFS. I did optimize its mysql database. But speed for fetching mail process for the first queue do not improve. :( All help will be appreciated. Thanks

3 7

Customizing "Customer Information"
by Ralf Hildebrandt 13 Feb '12

13 Feb '12

I want to customize the "Customer Information" table shown in the right hand side of the AgentTicketZoom view. Right now it's retrieving the Customer Info from LDAP; what I want to do is add some custom hyperlinks to other systems which would enable the Agent to reset passwords etc. AgentTicketZoom.dtl contains: <div class="WidgetSimple"> <div class="Header"> <h2>$Text{"Customer Information"}</h2> </div> <div class="Content"> # show customer info table  $Data{"CustomerTable"}  </div> </div> So basically I want to amend $Data{"CustomerTable"} somehow. How? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

2 2

Re: [otrs] Attachments not included in forward function
by Martignier, Philippe 13 Feb '12

13 Feb '12

Florian, In my case I can already see before sending the email, that the attachments are not all there so ... I just get the confirmation when I send the email ... (tried on several types of accounts including kind of webmails, and so on ...) I don't why OTRS is removing some attachments and keeps others ... Cheers Philippe -----Original Message----- From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of otrs-request(a)otrs.org Sent: lundi, 13. février 2012 13:00 To: otrs(a)otrs.org Subject: otrs Digest, Vol 41, Issue 18 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Re: Attachments not included in forward function (Martignier, Philippe) 2. Re: Attachments not included in forward function (Edlhuber Florian) ---------------------------------------------------------------------- Message: 1 Date: Mon, 13 Feb 2012 11:17:18 +0100 From: "Martignier, Philippe" <philippe.martignier(a)wipo.int> Subject: Re: [otrs] Attachments not included in forward function To: "otrs(a)otrs.org" <otrs(a)otrs.org> Message-ID: <C6026F755865704592FEEF72EC4927BF08D2A716B1(a)ICCV103C.gms02.unicc.org> Content-Type: text/plain; charset="us-ascii" Hi Florian, Thanks for the input. I am with version 2.4.8 ... I did a research on this list and found a response (put FS instead DB for filesystem about attachments) but I don't know if my problem will be solved by doing this .. and even worse I don't the impact of such a change in the system ...) What do you mean by checking the attachments in the webmailer? The thing sure is that the file-1 (which is an html one, copy of the message) is created by OTRS (that point is sure) and it is from there that problem appears. But when you know that OTRS don't use ms-outlook in house that explains such bugs ... I have asked the team to forward me the original email (forwarding) to an other email address that is linked to a test system (separate install) but I am not able to reproduce the case) Does someone knows the impact of changing the DB (database) to FS (filesystem) for attachments? Many thanks Phil 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. ------------------------------ Message: 2 Date: Mon, 13 Feb 2012 10:30:24 +0000 From: Edlhuber Florian <Florian.Edlhuber(a)acino-pharma.com> Subject: Re: [otrs] Attachments not included in forward function To: User questions and discussions about OTRS. <otrs(a)otrs.org> Message-ID: <8AC419099F04744DAFC7A882569CBEAC215C5FCE(a)AEMX02.acino.intern> Content-Type: text/plain; charset="iso-8859-1" Hi, -----Urspr?ngliche Nachricht----- Von: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] Im Auftrag von Martignier, Philippe > What do you mean by checking the attachments in the webmailer? Forward a Ticket to a Webmailer Account. (or Outlook Web Access) and check your Attachements there :) Regards Flo ------------------------------ --------------------------------------------------------------------- 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 End of otrs Digest, Vol 41, Issue 18 ************************************ 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.

2 2

Re: [otrs] Attachments not included in forward function
by Martignier, Philippe 13 Feb '12

13 Feb '12

Hi Florian, Thanks for the input. I am with version 2.4.8 ... I did a research on this list and found a response (put FS instead DB for filesystem about attachments) but I don't know if my problem will be solved by doing this .. and even worse I don't the impact of such a change in the system ...) What do you mean by checking the attachments in the webmailer? The thing sure is that the file-1 (which is an html one, copy of the message) is created by OTRS (that point is sure) and it is from there that problem appears. But when you know that OTRS don't use ms-outlook in house that explains such bugs ... I have asked the team to forward me the original email (forwarding) to an other email address that is linked to a test system (separate install) but I am not able to reproduce the case) Does someone knows the impact of changing the DB (database) to FS (filesystem) for attachments? Many thanks Phil 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.

2 1