May 2015 - otrs - OTRS mailing lists

Reports for accounting and setup best practices for multiple customers
by Linux4Bene 28 May '15

28 May '15

Hi, I use otrs for almost 1.5 years and I like it a lot. I recently upgrade my 3.3.12 installation to 4.0.8. We now only have 1 queue for 1 internal department. This will change as we will now support more departments. This means there will be a need to report on the time spent on tickets per department. It will be used for time accounting and invoicing. A have a couple of questions regarding this: - The way we would implement it, is by using 1 queue per department. It would allows us to put SLA on a queue and so on. Is this good practice? I could go further and couple a specific e-mail address for every department so everything is neatly split per department. - In order to use the input of the tickets as base for accounting, we need some reports. I have looked through the reports but I can't seem to find the correct report. For instance, following situation: we have worked 300 minutes in april for department x, and 100 minutes in may for the same department. Management would like a couple of reports: - The tickets (title), time spent per ticket, and total time per given period for a given department. For april it would report all tickets and total time (300 minutes in our example). If a ticket is open for several months, then only the time spent in the given period should be reported to allow correct invoicing. The next month only 100 minutes should be reported. The time reported shouldn't depend on wether a ticket is open or closed. - Total ticket time per department (queue?) for a given period - Total ticket time per department (queue?), and per operator who worked on the ticket for a given period Any info or help with the reports and organisation of the queues would be helpful. Thanks, Benedict

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OTRS behind Haproxy and GlusterFS
by Finetti, Stefano 23 May '15

23 May '15

Hi all, I think I have a rather complicated but intriguing question for the mailing list... I succeded in assmbelying and having up& running a 6 node cluster with apache running clustered and proxied by HAProxy. The most relevant thing of this structure is that the web root in on top of a glusterFS volume shared between the 6 nodes, so basically each apache server serves pages from the same cluster and every file upload is immediately available to other nodes. This approach is working quite well with a couple of web applications, and I was wondering about the possibility to migrate our OTRS from a single, standalone server (with Postgresql DB on a dedicated machine), to the cluster. What worries me is not the session problem because the otrs installation would remain a single one (staying in the clustered fs), but the scheduler and all the scheduled maintenance operations that otrs does during the day, the postmaster activities, and so. Has anyone had any experience with OTRS on top of a cluster with GFS2? Is my approach at least theoretically ok or am I doing something really wrong in your opinion? Thanks a lot -- *Lynx International Srl* *Stefano Finetti* *IT Manager* *http://www.lynx-international.com <http://www.lynx-international.com>* -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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Process ticket via web service
by Vishesh kumar 22 May '15

22 May '15

Hi Members, I am using OTRS web service to create tickets from command line/script. I am curious to know if I can use web service to create Process Ticket as well. -- Thanks, Vishesh Kumar

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question
by Ritchie, Dennis 22 May '15

22 May '15

I currently have an OTRS (4.7) install on Centos 6.6. We are using a remote MySQL database (remote as in not on the same machine as the OTRS installation but in the same network vlan). Is this a recommended or supported setup? We are seeing slowdowns of up to 15 minutes on the OTRS system occasionally. Thank You Dennis

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Re: [otrs] wrong timezone in DATE email header, OTRS 4.0.7
by Roman Ovchinnikov 21 May '15

21 May '15

Hello! Any ideas about this? Ovchinnikov Roman, Paymantix Cell +7 (926) 262-40-05 | Email: r.ovchinnikov(a)paymantix.com| Skype: rovchinnikov.mm On 30.04.2015 13:13, Roman Ovchinnikov wrote: > Hello! > Recently we have installed otrs 4.0.7 and found that emails being sent > from system has wrong timezone settings in Date field, for example: > > Received: from mail.paymantix.com (LHLO mail.paymantix.com) (78.140.183.180) > by mail.paymantix.com with LMTP; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) > Received: from mail.paymantix.com (localhost [127.0.0.1]) > by mail.paymantix.com (Postfix) with ESMTPS id 9962116113E > for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) > Received: from localhost (localhost [127.0.0.1]) > by mail.paymantix.com (Postfix) with ESMTP id 8C8AA161198 > for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) > X-Virus-Scanned: amavisd-new at paymantix.com > Received: from mail.paymantix.com ([127.0.0.1]) > by localhost (mail.paymantix.com [127.0.0.1]) (amavisd-new, port 10026) > with ESMTP id BT8gD6m4-Jxz for <r.ovchinnikov(a)paymantix.com>; > Thu, 30 Apr 2015 09:30:28 +0000 (UTC) > Received: from otrs.paymantix.net (unknown [78.140.183.183]) > by mail.paymantix.com (Postfix) with ESMTPS id 778EA16113E > for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:28 +0000 (UTC) > Received: from otrs.paymantix.net (localhost [127.0.0.1]) > by otrs.paymantix.net (Postfix) with ESMTP id 5FF5F93 > for <r.ovchinnikov(a)paymantix.com>; Thu, 30 Apr 2015 09:30:03 +0000 (UTC) > MIME-Version: 1.0 > Subject: [Ticket#0100341] RE: test > X-Powered-BY: OTRS - Open Ticket Request System (http://otrs.org/) > X-Mailer: OTRS Mail Service (4.0.7) > Date: Thu, 30 Apr 2015 12:30:03 +0000 > > > as you can see, date in mail server messages are ok > 09:30:28 +0000 (UTC)), while > Date: Thu, 30 Apr 2015 12:30:03 +0000 > > so, offset is wrong. Server itself has UTC timezone, OTRS is configured as UTC +3 . > > Not sure what else should be tweaked, googling didn't give me any insights on this. >

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Agent Tickets drop down missing
by Simon Allison 20 May '15

20 May '15

Dear all, I edited the sysconfig, Frontend::Agent::Ticket::ModuleRegistration, to add a new NavBar Entry (+), and this didn't work as I thought would, so I clicked on the minus (-) to get rid of it. Now the Whole Tickets button has vanished - ! The only other thing I changed was the Priority. Does anyone know how this is possible ? Is there a debug/log file I can check for this kind of thing? Thanks Simon P. Allison IT Infrastructure Support Engineer South Downs College, College Road, Waterlooville, Hampshire, PO7 8AA P Save our trees! Please don't print out this e-mail unless absolutely necessary. ________________________________ [http://www.southdowns.ac.uk/assets/efooter.png]<http://www.southdowns.ac.uk/apprenticeships> ********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College. **********************************************************************

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curl: (52) Empty reply from server was displayed when Run curl command for REST Requests
by katsuji miyashita 20 May '15

20 May '15

Dear all, I want to get ticket ditail using curl command for REST interface. So that, I refered to the following URL. Reference page: https://otrs.github.io/doc/manual/admin/stable/en/html/genericinterface.htm… * cURL Examples for REST Requests Run curl comand on otrs server, but error message was displayed on console. Error message is "curl: (52) Empty reply from server". otrs version: otrs-4.0.7-01 OS: CentOS 6.6 Run command # curl "http://127.0.0.1/otrs/nph-genericinterface.pl/Webservice/GenericTicketConne…" * xxx= replace value of my environment Is the curl command option wrong ? Please tell me, How to get ticket ditail using curl command. Sincerely, katsuji

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A way to connect customer and software
by Frank Lanitz 19 May '15

19 May '15

Hi, It's possible to link e.g. a server to a software inside ITSM. But I'm wondering whether it's possible to direct link a customer to a computer or an software? Currently I found only a link between customer -> ticket -> software (or similar). Thanks Frank

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Not able to move locked tickets
by André Cavalcante 15 May '15

15 May '15

Hi There, After upgrading to OTRS 4.0.7. administrator user is not able to move locked tickets anymore. Is this the standard behavior? Os is there something wrong? Thanks -- *André Luiz C. e Cavalcante, PMP, PRINCE2, ITIL, MCSE*

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Notification Event
by Justin Cole 13 May '15

13 May '15

Hello, It has been requested of me to set up notifications for both agents and customers in a particular group to notify of ANY changes to a ticket. The reason for this is that we have a user that just wants to follow along and be kept up to date via email. I am having a hard time picking out what “events” to use as a trigger. I can’t seem to find a reasonable definition for each of them so that I know what to include and what not to. Many of them are similar and in our version (3.3.8) there are even duplicates in the events list. There are two of ArticleAgentNotification and ArticleCustomerNotification each. Can someone please point me in the right direction as my google fu is failing me. Thanks in advance for any assistance! Justin Cole ECHO Labs LLC CONFIDENTIALITY NOTICE: This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply email and destroy all copies of the original message.

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