March 2014 - otrs - OTRS mailing lists

Thorsten Kocher/Spirit21 ist außer Haus.
by TKocher＠spirit21.de 19 Apr '17

19 Apr '17

Ich werde ab 13.05.2005 nicht im Büro sein. Ich kehre zurück am 30.05.2005. Vielen Dank für Ihre Email. Leider befinde ich mich bis Montag, 30. Mai 2005 außer Haus und kann daher Ihre Nachricht nicht bearbeiten. Bitte rufen Sie mich in dringenden Fällen mobil unter 0172 6377392 an. Vielen Dank für Ihr Verständnis. Thorsten Kocher Ich werde Ihre Nachricht nach meiner Rückkehr beantworten.

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In the customer interface, can a search be made by ticket type or dynamic field?
by Bogdan Iosif 22 May '14

22 May '14

Hi list, Does anyone know if OTRS can enable customers to search their tickets by ticket type or dynamic fields? This would be an extension of the search already available in the customer interface. Thanks, Bogdan P.S: I went through all configs from SysConfig (v3.1.10) that seemed to be related to the customer interface and wasn't able to find anything related to customizing the search available to customers.

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Re: [otrs] otrs speed consideration
by Mark Dissington 14 May '14

14 May '14

>>> On 30/03/2014 at 16:53, Mimiko <vbvbrj(a)gmail.com> wrote: > Hello. > > Finally I managed to install and set-up a working OTRS v.3.3.6 to work > without any memory leaks. It's working now stable. But the speed is very > poor. For a customer to view any ticket, it must wait more than 10 sec. > This is very much time. I verified that perl and modperl are used. DB is > on separate host with good performance in mysql. > > Monitoring with top, htop and iotop does not show very much CPU or HDD > utilization. There is 4 cores and it seems that otrs uses only one core. > Rarely CPU is 100% in use. Also HDD use is less than 20MB/s. > > Where to dig to improve performance? > Thanks Are you using virtualisation, specifically hyper-v with linux based hosts running MySQL, and if so, what chips do your NICs run? If they're Broadcom and all of the above boxes are ticked turn off VMQ on the chips. There is a bug in the Broadcom drivers that causes some major slowdowns. Have a look at these. http://datacenter-flo.de/?p=1469 http://social.technet.microsoft.com/Forums/windowsserver/en-US/b7e50892-2ff… http://en.community.dell.com/techcenter/virtualization/f/4472/t/19484292.as… http://technet.microsoft.com/en-us/library/gg162696%28v=ws.10%29 http://fundamentallygeek.blogspot.co.uk/2012/11/slow-network-access-within-… http://www.larmib.com/2013/hyper-v-virtual-machine-very-slow-network-vmq-br… http://blog.osmicro.org/hyper-v-virtual-machine-very-slow-network-vmq/ BR, Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: Units E & F, Stowe Court, Stowe Street, Lichfield, Staffordshire, UK, WS13 6AQ 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. -- Scanned by iCritical.

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Question about fetching mail
by Mark Campbell 07 May '14

07 May '14

So I have a fairly perplexing problem. I have OTRS 3.1.11 setup on a CentOS6 Virtual Machine, and under our normal email flow (<100 messages/day), the system works like a charm. However, once a month, we hit a spike in emails, to the tune of 10,000 in a day. Most of these emails are automatically generated by our system, and are merely informational in nature. I have filters in place to filter them to different queues and in many cases, automatically close them. However, OTRS cannot keep up with downloading them, as apparently every time it fetches email, it only fetches about 10-30 (variable) messages at a time. Obviously, at 10 minutes in between fetch times, this is almost incomprehensibly slow. But even at 1 minute fetch intervals, our system can't keep up. How can I tell it to grab all messages at fetch time? I've resorted to repeatedly clicking on fetch mail in the admin section under PostMaster Mail Accounts, and even that can take hours when you find that there's 7,000 in the mail queue. Any help would be appreciated. Thanks, Mark Campbell Systems Administrator

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otrs speed consideration
by Mimiko 30 Mar '14

30 Mar '14

Hello. Finally I managed to install and set-up a working OTRS v.3.3.6 to work without any memory leaks. It's working now stable. But the speed is very poor. For a customer to view any ticket, it must wait more than 10 sec. This is very much time. I verified that perl and modperl are used. DB is on separate host with good performance in mysql. Monitoring with top, htop and iotop does not show very much CPU or HDD utilization. There is 4 cores and it seems that otrs uses only one core. Rarely CPU is 100% in use. Also HDD use is less than 20MB/s. Where to dig to improve performance? Thanks -- Mimiko desu.

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Can't run Scheduler on otrs 3.3.4
by Mimiko 29 Mar '14

29 Mar '14

Hello. The scheduler can not start on system start-up, or using /etc/init.d/otrs-scheduler-linux start. The problem is in this: bin/otrs.Scheduler.pl -a status Not Running! *** glibc detected *** /usr/bin/perl: double free or corruption (!prev): 0x0000000001f9a1b0 *** And script hangs. I use Control+C to stop it. I didn't find out why is this error. My system is: Linux 3.2.0-4-amd64 #1 SMP Debian 3.2.54-2 x86_64 GNU/Linux Thank you for help. -- Mimiko desu.

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Re: [otrs] Prevent Escalation if ticket is locked
by Leah Kelly 28 Mar '14

28 Mar '14

We have a set up to where a ticket that has gone 60 minutes or over without a response is escalated. Once an action item is made, the time is supposed to reset, but it seems to be keeping the tickets in escalated view regardless. I am looking for a different way to say ‘I am working on this ticket’ - one that actually keeps it out of escalation and one that preferably doesn’t involve opening the ticket first.

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Re: [otrs] Prevent Escalation if ticket is locked
by Leah Kelly 28 Mar '14

28 Mar '14

The idea is that for certain clients that are managed by an specific agent, we don’t want other agents to touch those (since they are complicated set-ups or new clients that aren’t tickets that are easy to answer for anybody other than the managing agents). We’re looking for a quick flag where we can identify the ticket as ‘don’t touch, i’ve got this’ - they are opposed to the ‘locking’ ticket solution as (1) that involves opening a ticket and reviewing it (which is too much to expect when somebody is already behind) and (2) it doesn’t prevent escalation anyway. Is there such a flag, or such a solution?

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Re: [otrs] Prevent Escalation if ticket is locked
by Leah Kelly 28 Mar '14

28 Mar '14

Thanks, Gerald - can you think of another way we might accomplish our goal? For example, we could make a certain type of action item and set it up so if this was in the ticket, it would prevent escalation. Any ideas?

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Prevent Escalation if ticket is locked
by Leah Kelly 28 Mar '14

28 Mar '14

Hello, We just started using escalation rules to help us stay on top of client emails. If one queue starts to get behind, other agents can jump in and help. However, if an agent locks a ticket, we don’t want it to appear in the list of escalated tickets. So my question - if a ticket is locked, can I prevent it from being escalated?

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