May 2012 - otrs - OTRS mailing lists

performance problem related to xml_storage
by Roald Hopman 16 May '12

16 May '12

Dear all, Searching in cmdb is really slow. Statistics overview takes a long time to load. These problems are probably somehow related to xml_storage which is getting quite big. searching in cmdb really slow : SELECT DISTINCT(xml_key) FROM xml_storage http://bugs.otrs.org/show_bug.cgi?id=8432 statistics overview takes a long time to load http://bugs.otrs.org/show_bug.cgi?id=7874 This happens on two systems (which were once identical) on OTRS 3.0.11 and OTRS 3.1.5. Both use postgresql for a database backend. The queries which are running while waiting do a SELECT DISTINCT on xml_storage. I have reported two bugs but didn't receive any feedback. What's the best way to proceed to solve my problem ? Thank you very much in advance, Met vriendelijke groet, Roald Hopman Open Source Consultant Industrial TSI B.V. T: +31 30 600 50 10 www.industrial-tsi.com <http://www.industrial-tsi.com>

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Correct Template to change.
by Martin Rheumer 16 May '12

16 May '12

Gday, According to our users the template has changed for the Ticket View ie : http://localhost/otrs/index.pl?Action=AgentTicketQueue;Filter=Unlocked;View…; And it now shows a larger Text Box on the Right Hand Side from a 3.0.11 to 3.1.5 upgrade. Could someone point me to the RTFM for the correct template / setting to change this back to approx. the size of the Left Hand Side Text ( Age, Created, Owner etc ). Many Thanks Martin

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Minor upgrade from 3.1.4 to 3.1.5
by Matthias Otterbach 15 May '12

15 May '12

Dear all, I'm quite a OTRS newbie - of course I wanted to keep my system upgraded and tried to upgrade from 3.1.4 to 3.1.5 (the steps described in the documentation guided me through the upgrade). Unfortunately now my OTRS installation displays an internal server error 500 and the error_log reads: [Tue May 15 11:22:36 2012] [error] Can't locate object method "new" via package "Kernel::Config" at /opt/otrs//Kernel/System/Web/InterfaceAgent.pm line 76.\n Does anyone have an idea what could've went wrong? Where I can continue searching (and fixing) the problem? Sincerly Matthias -- Matthias Otterbach Hiltenspergerstr. 66 80796 München, Germany mobil: +49 178 4283032 e-mail: matthias(a)otterbach.name

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OTRS Webservice Interface
by Marc Schöchlin 14 May '12

14 May '12

Hello OTRS-Users, i would like to write a OTRS-jabberbot which informs our team about new tickets with a high priorities. This prevents us to poll the ticketsystem the entire day and reduces interruptions in our daily work for low-priority tickets (which can be executed later). My questions: * Are there existing OTRS-jabberbots? * Are there programming examples for fetching OTRS ticket infos in python or perl? * Where do i get detailed information about the OTRS-webservice-interfaces? * Do you have other suggestions? Regards Marc

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empty otrs tickets
by Pascal den Bekker 14 May '12

14 May '12

Hello, we are running OTRS 3.1.1 and for some insane reason we are getting empty tickets in our system. When I click on the empty ticket I get the follow error message: No TicketID is given! |Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Thu May 10 12:09:49 2012 Message: No TicketID is given! Traceback (26850): Module: Kernel::Output::HTML::Layout::Error (v1.380) Line: 1146 Module: Kernel::Output::HTML::Layout::ErrorScreen (v1.380) Line: 1129 Module: Kernel::Modules::AgentTicketZoom::Run (v1.176) Line: 99 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: /server/otrs/current/bin/cgi-bin/index.pl (v1.90) Line: 46 | Can anyone help me out here ? kind regards, - Pascal den Bekker

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Limit to states in AgentTicketSearch
by MichaelShi 09 May '12

09 May '12

Hi, When customer or agent searching for tickets, I want only allow them to select a few specific states, such as 'new', 'open' and 'closed', and hide all other states. But the following ACL does not work for it (OTRS 3.1.2). $Self->{TicketAcl}->{'ACL-Agent-Customer-TickeSearch'} = { Properties => { Frontend => { Action => ['AgentTicketSearch', 'CustomerTicketSearch'], }, }, Possible => { Ticket => { State => ['new', 'open', 'closed'], }, }, }; Can anyone work it out? Thanks in advance micshi

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how to set SLA
by Sachin Gaikwad 09 May '12

09 May '12

Hi Team, I am trying to set up of OTRS in our company. While adding SLA I am not getting the meaning of fields. Like calendar - it showing calendar and calendar name. What is Escalation first response time in %? Please help or send me the document how to set the SLA. Thanks in advance! Regards, Sachin Gaikwad Tools & Automation | Productivity Management Group. KPIT Cummins Infosystems Ltd.|Ext:2094 |Cell: +8149111574 | Mail: sachin.gaikwad(a)kpitcummins.com<mailto:Rajnish.K.Singh@kpitcummins.com> | www.kpitcummins.com<http://www.kpitcummins.com/> | [Description: Description: cid:image003.png@01CCA87B.B5A1B7E0]Think before print ...[Description: Description: Description: cid:image059.gif@01CB5970.E4736C90]

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Broken Tickets otrs
by Pascal den Bekker 08 May '12

08 May '12

Hello, we are running OTRS 3.1.1 and we are seeing a strange phenomenon since a couple of weeks. For some reason "broken tickets" are being created in the OTRS system, this means Agents are seeing empty tickets. Ticket id is being created but no article ID, you can click on the empty ticket but then the following error message is being displayed: no ticketid is given! I have searched everywhere, but I cannot find the reason why these strange tickets are being created. Does someone every had these experiences ?? Regards, -- Pascal den Bekker - Junior Linux Systemadministrator email: pascal_den.bekker(a)affinitas.de skype: denbekker

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Best way to upgrade live system from 2.4.x to 3.0.x
by Steve Clark 07 May '12

07 May '12

Hello List, I am concerned with the down time that appears to be involved when upgrading from 2.4.x to 3.0.x when following the procedures outlined in the UPGRADING document. Especially if after the upgrade we find some showstopper and have to revert. Anybody have any suggestions to mitigate the risks? -- Stephen Clark *NetWolves* Director of Technology Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.clark(a)netwolves.com http://www.netwolves.com

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otrs 3.1.4 templates for To and cc
by Neil Simpson 07 May '12

07 May '12

Hi all, Just updated from 3.0.9 to 3.1.4 and cant get the templates working. The To field is no longer using "CustomerID" value="070808126150280643214C"/> "SelectedCustomerUser" value="97556"/> to be able to select the correct user from the correect company. It now seems you should use "CustomerKey" or "CustomerKey_1" but i cant for the life of me get it to work. anyone managed to get passed this hurdle or knows the correct name? Also CC is now no longer a text field either and works in much the same way. If i can get To working i can figure cc out later. thanks Neil

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