March 2012 - otrs - OTRS mailing lists

to ask about OTRS & Fusioninventory Integration
by Neel.Darji＠ril.com 09 Mar '12

09 Mar '12

Hello, As per note on OTRS site, the integration of fusion inventory with OTRS was about to come in March,2012. So please can you update us on this? Can you please tell me when it will be available? Also I saw on official website of OTRS that OTRS runs with SAP. So what this integration actually does? I will be very much thankful to you if you can send some documents regarding this. Regards, Neel Darji 50009599 WS-148, 2A 2nd Floor Enterprise Open Source Lab IT,Reliance Industries Ltd. Contact :- 7738951761, 9924204849 Extension No. :- 73155 E-mail :- Neel.Darji(a)ril.com "Confidentiality Warning: This message and any attachments are intended only for the use of the intended recipient(s). are confidential and may be privileged. If you are not the intended recipient. you are hereby notified that any review. re-transmission. conversion to hard copy. copying. circulation or other use of this message and any attachments is strictly prohibited. If you are not the intended recipient. please notify the sender immediately by return email. and delete this message and any attachments from your system. Virus Warning: Although the company has taken reasonable precautions to ensure no viruses are present in this email. The company cannot accept responsibility for any loss or damage arising from the use of this email or attachment."

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rcotrs start - problem with Scheduler Service
by Rudolf Bargholz 09 Mar '12

09 Mar '12

Hi, (Posted this on the German list, in English. Sorry to the German users for the 'cross posting') OTRS 3.1.2 Suse Linux 10 SP1 Updated from 3.0.11 to 3.1.2 If I execute rcotrs start in the shell, an error is reported: Checking OTRS Scheduler Service... Error! This can happen if your database is not configured yet. If I execute /opt/otrs/bin/otrs.Scheduler.pl -a start and then do a rcotrs start then the error no longer occurs. Does anyone have an idea where I might look in order to resolve this problem. My knowledge of Linux is not that good. Any help is greatly appreciated. Here the shell log: support:~ # rcotrs stop Shutting down OTRS Disable /opt/otrs/bin/otrs.PostMaster.pl ... done. Shutting down cronjobs ... done. Shutting down OTRS scheduler ... done. done support:~ # rcotrs start Starting OTRS Checking Apache ... done. Checking database connection... (Trying to connect to database DSN: DBI:mysql:database=otrs;host=localhost; DatabaseUser: otrs It looks Ok!). Checking OTRS Scheduler Service... Error! This can happen if your database is not configured yet. support:~ # /opt/otrs/bin/otrs.Scheduler.pl -a start support:~ # rcotrs start Starting OTRS Checking Apache ... done. Checking database connection... (Trying to connect to database DSN: DBI:mysql:database=otrs;host=localhost; DatabaseUser: otrs It looks Ok!). Checking OTRS Scheduler Service... done. Enable /opt/otrs/bin/otrs.PostMaster.pl ... done. Checking otrs spool dir... done. Creating cronjobs (source /opt/otrs/var/cron/*) ... done. -->> http://support.onlinetravel.ch/otrs/index.pl <<-- done Regards Rudolf Bargholz

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Multiple timezones in otrs
by ravi shanker 09 Mar '12

09 Mar '12

Hi, Need info regarding setting up of multiple timezones in otrs,as my users-agent interface are 3 different timezones i.e. IST,EST,PST. Please let know if this configurable Ravi Shankar

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Custom Skin or Theme
by michaelt＠firstus.org 09 Mar '12

09 Mar '12

I am looking for some pointers on changing the skin/theme for OTRS. I read the manual, but I can't find anything detailed enough to take this on. Does anyone have experience changing the skin/theme? I would just like to change the colors to match our company colors. ----- Michael Thompson OTRS 3.0.8 (Windows Server/Apache/MySQL) Sacramento, CA DISCLAIMER: This e-mail is only intended for the person(s) to whom it is addressed and may contain confidential information. Unless stated to the contrary, any opinions or comments are personal to the writer and do not represent the official view of the company. If you have received this e-mail in error, please notify us immediately by reply e-mail and then delete this message from your system. Please do not copy it or use it for any purposes, or disclose its contents to any other person. Thank you for your cooperation.

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Notification about agent activity for watched tickets
by German Becker 08 Mar '12

08 Mar '12

Hi, I've noted that with ticket watch, the watcher of a ticket reveives* the same notifications that the owner of the ticket receives*. This means that the watcher will not receive notifications for the actions made by the owner. I'm specially interested in the owner sending an email to the client. Is there a way to send a notification to ticket watchers when the owner sends an email to the customer? I'm using OTRS version 3.0.11 Thanks! German

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Slowness eventually to open long tickets
by Fernando Frediani (Qube) 08 Mar '12

08 Mar '12

Hello chaps. I have a system here that has about 7 years worth of data(3GB of MySQL data) and receives about 30 - 50 tickets / day in the recent 2 years, so not that huge system really. It has been upgraded through the versions and works fine. Now I'm running version 2.4.5 (yes I will upgrade it to 3.1 at some point soon). What happens is that sometimes some tickets depending if it has many messages or many merges when you try to open any message of it, takes a long time, sometimes over a minute or two. I've looked at all possible causes and I don't think is the Database server which I haven't observed any contention issues and works perfect for all other systems using it. One thing I suspect is the filesystem, specially inside the var folder that has thousands of small files (although separated in different folders, etc) for the attachments and that somehow might be slow to index and read all necessary files attached to that specific ticket. However I still fell that is not the root of the problem because of the following: While OTRS is trying to load the message if you look at the server running it you will find a "httpd" process running at a 100%. If there was a contention on the Database server or on the filesystem that couldn't responde in a reasonable time, httpd should not be running at 100%, but rather be waiting from a response with data to be processed and displayed to the client. Has anyone experienced this or have any idea what could that be ? Regards, Fernando Frediani Lead Systems Engineer Qube Managed Services Limited 260-266 Goswell Road, London, EC1V 7EB, United Kingdom sales: +44 (0) 20 7150 3800 ddi: +44 (0) 20 7150 3803 fax: +44 (0) 20 7336 8420 web: http://www.qubenet.net/ P Please consider the environment before printing this email

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Re: [otrs] OTRS on linux vs windows
by Steve Durbin 08 Mar '12

08 Mar '12

We're running OTRS on Linux with full AD integration including single sign-on, automatic agent creation/removal from AD, full customer integration with AD - so no customer or agent maintenance. It was a bit fiddly to get set up, but once working it's been very reliable. Happy to share our agent creation/removal script, and any other information people want. -- Steve Durbin Group Manager: Applications Delivery/Cyfarwyddwr Grŵp: Trosglwyddo Rhaglenni Bridgend County Borough Council/Cyngor Bwrdeistref Sirol Pen-y-Bont ar Ogwr Tel/Rhif ffon: 01656 642113 Mob/ffon symudol: 07976 271559 Fax/Ffacs: 01656 642125 Web/We: http://www.bridgend.gov.uk E-mail may be automatically logged, monitored and/or recorded for legal purposes. Please do not print this email unless absolutely necessary. E-bost yn cael ei logio, ei monitro a/neu ei chofnodi yn awtomatig am resymau cyfreithiol Peidiwch ag argraffu’r neges e-bost hon oni bai fod hynny’n gwbl angenrheidiol. ________________________________________________________________________ This e-mail and any attachments transmitted with it represents the views of the individual(s) who sent them and should not be regarded as the official view of Bridgend County Borough Council. The contents are confidential and intended solely for the use of the addressee. If you have received it in error, please inform the system administrator on (+44) 01656 642111. This e-mail and any attachments have been scanned with 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________ Mae'r e-bost hwn ac unrhyw atodiadau a drosglwyddir gydag ef yn cynrychioli safbwyntiau'r unigolyn a'i anfonodd (unigolion a'u hanfonodd) ac ni ddylid eu hystyried fel safbwynt swyddogol Cyngor Bwrdeistref Sirol Pen-y-bont ar Ogwr. Mae'r cynnwys yn gyfrinachol ac wedi'i fwriadu ar gyfer y sawl y'i cyfeiriwyd ato yn unig. Os ydych wedi ei dderbyn mewn camgymeriad, rhowch wybod i weinyddwr y system ar (+44) 01656 642111. Mae'r e-bost hwn ac unrhyw atodiadau wedi cael eu sganio gyda 'MessageLabs SkyScan' - http://www.messagelabs.com/ ________________________________________________________________________

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upgrade from 3.0.11 to 3.1.2 error on: scripts/DBUpdate-to-3.1.mysql.sql
by Luca Domenella 08 Mar '12

08 Mar '12

Hi, Im testing the upgrade procedure from out ours 2.0.4 to 3.1.2. I passed thought all the steps: 2.0.4 -> 2.1.x 2.1.x -> 2.2.x 2.2.x -> 2.3.x 2.3.x -> 2.4.x 2.4.x –> 3.0.11 And from 3.0.11 to 3.1.2 when i do the following: cat scripts/DBUpdate-to-3.1.mysql.sql | mysql -p -f -u root otrs I get this error: ERROR 1050 (42S01) at line 169: Table 'smime_signer_cert_relations' already exists Our DBA looked at the sql script and also seen the the instructions go ahead but they stopped when they are trying to create a table with foreign keys. The problem looks to be that the engine is MyISAM and that myisam do not support foreign keys. We are using mysql 5.5 (stable) Now the question is: how can i go ahead ? I change the engine from myisam to innodb for this table or did i miss something ? Please let me know. Best regards, Luca Domenella Storage Team Leader P: +39 06 54070440 ext: 16 E: luca.domenella(a)bwinparty.com bwin Italia Via Adolfo Ravà, 124 00142 Roma (rm) Italy 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.

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Survey
by Wagner 07 Mar '12

07 Mar '12

Hello, is there a way to add some historic of the ticket in the survey form? making easier to the customer to know which ticket is the survey from Thanks

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Re: [otrs] Problem of refresh in queue view
by Martignier, Philippe 07 Mar '12

07 Mar '12

Hi there, The problem is still there, BUT the queues are refreshed during the night. It means on Monday I modify the name of a queue On Tuesday only I can see that change in queueview (AgentTicketQueue). Question: is there a job that runs a refresh during the night? I have that on both installations of OTRS (production and test ones). It was working perfectly before (but I can not tell exactly when it brokes) Thanks for any idea, cause I am lost on this ... 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, 5. mars 2012 16:17 To: otrs(a)otrs.org Subject: otrs Digest, Vol 42, Issue 5 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: Clean-up database after switch to ArticleStorageFS (Steven Carr) 2. Problem of refresh in queue view (Martignier, Philippe) ---------------------------------------------------------------------- Message: 1 Date: Mon, 5 Mar 2012 14:37:00 +0000 From: Steven Carr <sjcarr(a)gmail.com> Subject: Re: [otrs] Clean-up database after switch to ArticleStorageFS To: "User questions and discussions about OTRS." <otrs(a)otrs.org> Message-ID: <CALMep07L2AQGQu2VMwDghBzQROYqXb1hbUPZvLXsoSnzkqj_Mw(a)mail.gmail.com> Content-Type: text/plain; charset="utf-8" My bad, it looks like the otrs.ArticleStorageSwitch.pl did move the articles out of the 'article_plain' table, but the actual 'article' table still contains a plaintext copy of the message eating up a fair chunk of database space. Steve On 5 March 2012 13:58, Steven Carr <sjcarr(a)gmail.com> wrote: > Anyone know what is safe to clean (read delete) out of the database after > switching OTRS (3.0.11) over to ArticleStorageFS? or if there is something > you can run to magically get rid of the redundant articles eating up space > in the database? > > Thanks > > Steve >

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