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Change text size in Agent Interface
by Alexis HAUSER 13 Feb '19

13 Feb '19

Hi, I am trying to change the size of the displayed messages when you read a ticket. Any idea how to do so ? There is a sysconfig parameter about text size but it only changes the size of the emails sent from "New Email Ticket". Regards Alexis

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Export a ticket list with the first article in excel format
by JAOUEN Egareg 07 Feb '19

07 Feb '19

Hi list, My agents bring me a request and I am not able to resolve it by now. They would like to export in an Excel or CSV format a ticket list where the first article of each ticket will be present. I tried to use the stats or search features but that doesn't work, except for the larger view of search result where we can read the articles linked by ticket. Is there a sysconfig parameter to allow articles (and more precisely the first one and the last one, if possible) to be exported as a column in excel or CSV formats ? If not possible only by configuration, is there an add-on available for OTRS v6 ? Thanks, Egareg JAOUEN Ingénieur Recherche&Développement Tel : +33 2 31 35 34 81 │ egareg.jaouen(a)elitt.com

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Re: [otrs] Slow Tickets with more than 200 Articles, why?
by Matthias.Terlinde＠t-systems.com 07 Feb '19

07 Feb '19

Hey Mario, you can change the standard setting at these keys in the sysconfig: PreferencesGroups###TicketOverviewSmallPageShown PreferencesGroups###TicketOverviewPreviewPageShown PreferencesGroups###TicketOverviewMediumPageShown PreferencesGroups###NotificationViewSmallPageShown PreferencesGroups###DynamicFieldsOverviewPageShown PreferencesGroups###CommunicationLogPageShown Do you have the performance problems with the search or with the queue? If I set this value to 250 tickets per site, I'll get 15 seconds for the "all queue view" and 30 seconds for the search. I bet the operations on the index grow exponential. A possible explanation for your ticket <-> article discrepancy: you could check if merged tickets have an article, if I remember that correctly, the just get the link. Kind regards, Matthias T-SYSTEMS INTERNATIONAL GMBH Telekom Security Matthias Terlinde Cyber Defense Operations Bonner Talweg 100, 53113 Bonn, Germany +49 228 181-73771 (fixed) +49 160 3003113 (mobile) E-mail: matthias.terlinde(a)t-systems.com<mailto:matthias.terlinde@t-systems.com> Internet: www.t-systems.com You can find the compulsory statement on: www.t-systems.com/compulsory-statement BIG CHANGES START SMALL - CONSERVE RESOURCES BY NOT PRINTING EVERY E-MAIL. Hello, i have about 63.000 Articles and 94.000 Tickets (huh? thats possible?) After Upgrading from OTRS 4 to 6 Tickets with more than 200 Articles are very slow. About 30Secs to load. If i set the view to display only the last/one Article it just needs 6 seconds. I read: https://doc.otrs.com/doc/manual/admin/5.0/en/html/performance-tuning.html - i am already using ArticleStorageFS - i am using tmpfs now for /opt/otrs/var/tmp - i archived 22.000 Tickets But the Tickets with many articles are still slow. I have LocalAvatar-6.0.5.opm installed, which prevents slow connections to the outside. I doubbled the RAM (now 24GB) and CPUs (now 12) after Upgrade and it runs on SSDs. The DB is about 5GB (innodb) I cant seem to find a bottleneck on the hardware. I kind of have the feeling its some sort of timeout or call to the outside. What do you think? The search speed is fine. Could a change the ArgentTicketZoom to just Show the last 10 Articles by Default? Thanks, Mario

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AgentTicketCustomer => Customer ID is mandatory
by Ml Ml 05 Feb '19

05 Feb '19

Hello, after updating to OTRS6 the Customer Number in AgentTicketCustomer seems to be mandatory. I checked the code, and if remove readonly="readonly" then it works like i want. How can i fix this with sysconfig? <label for="CustomerID"[% IF Required %] class="Mandatory"[% END %]>[% IF Required %]<span class="Marker">*</span> [% END %][% Translate("Customer ID") | html %]:</label> <div class="Field"> <input type="text" name="CustomerID" id="CustomerID" value="[% Data.CustomerID | html %]" readonly="readonly" class="W75pc[% IF Required %] Validate_Required[% END %] [% Data.CustomerIDInvalid | html %]"/> [% IF Required %] <div id="CustomerAutoCompleteError" class="TooltipErrorMessage"><p>[% Translate("This field is required.") | html %]</p></div> <div id="CustomerAutoCompleteServerError" class="TooltipErrorMessage"><p>[% Translate("This field is required.") | html %]</p></div> [% END %] Thanks, Mario

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Kernel::System::PostMaster::FollowUpCheck::Subject does not act sometimes
by Salač, Martin 01 Feb '19

01 Feb '19

Good afternoon, We have recently upgraded OTRS Community Edition from version 5.0.15 ro 6.0.16. Everything looks ok, tickets, queues, users, customers are in database, but we face problém with FollowUpCheck::Subject and Fulltext Search (sometimes does not return relevant answer). OTRS is not able FollowUp tickets (especially old – created under OTRS5) in some cases. We put into the Subject existing ticket numeber, fe.: Subject: Ticket#2018102470003297 – Some text And instead of FollowUpCheck::Subject new ticket is created: [Ticket#2019020110002788] RE: Ticket#2018102470003297 [...] There is no clue, no patern which could identify what ticked subject will be processed by Kernel::System::PostMaster::FollowUpCheck::Subject. Here is example message log for email where FollowUpCheck::Subject took effect: ▲# Priority Module Information Created … … 3  Kernel::System::PostMaster Subject: RE: [Ticket#2019012810003176] Another scope 01/28/2019 16:20:08 4  Kernel::System::PostMaster Message-ID: <DB6P190MB03101AECFC3788EBAA23522D94960(a)DB6P190MB0310.EURP190.PROD.OUTLOOK.COM<mailto:DB6P190MB03101AECFC3788EBAA23522D94960@DB6P190MB0310.EURP190.PROD.OUTLOOK.COM>> 01/28/2019 16:20:08 5  Kernel::System::PostMaster Message-Id: <DB6P190MB03101AECFC3788EBAA23522D94960(a)DB6P190MB0310.EURP190.PROD.OUTLOOK.COM<mailto:DB6P190MB03101AECFC3788EBAA23522D94960@DB6P190MB0310.EURP190.PROD.OUTLOOK.COM>> 01/28/2019 16:20:08 6  Kernel::System::PostMaster References: <DB6P190MB0310C48C4783DA4A1ACDCA7194960(a)DB6P190MB0310.EURP190.PROD.OUTLOOK.COM<mailto:DB6P190MB0310C48C4783DA4A1ACDCA7194960@DB6P190MB0310.EURP190.PROD.OUTLOOK.COM>>,<1548685161.68886.1030441265(a)otrsm.t-mobile.cz<mailto:1548685161.68886.1030441265@otrsm.t-mobile.cz>> 01/28/2019 16:20:08 7  Kernel::System::PostMaster In-Reply-To: <1548685161.68886.1030441265(a)otrsm.t-mobile.cz<mailto:1548685161.68886.1030441265@otrsm.t-mobile.cz>> 01/28/2019 16:20:08 8  Kernel::System::PostMaster Return-Path: test.user(a)outlook.com<mailto:test.user@outlook.com> 01/28/2019 16:20:08 9  Kernel::System::PostMaster::FollowUpCheck::BounceEmail Searching for header X-OTRS-Bounce. 01/28/2019 16:20:08 10  Kernel::System::PostMaster::FollowUpCheck::Subject Searching for TicketNumber in email subject. 01/28/2019 16:20:08 11  Kernel::System::PostMaster::FollowUpCheck::Subject Found valid TicketNumber '2019012810003176' (TicketID '153158') in email subject. 01/28/2019 16:20:08 12  Kernel::System::PostMaster Found follow up ticket with TicketNumber '2019012810003176' and TicketID '153158'. 01/28/2019 16:20:08 13  Kernel::System::PostMaster::Filter::DetectBounceEmail Checking if is a Bounce e-mail. 01/28/2019 16:20:08 … … etc. And here example where not (and new ticket is crated): ▲# Priority Module Information Created 1  Kernel::System::Email Building message for delivery. 02/01/2019 14:56:54 2  Kernel::System::Email Queuing message for delivery. 02/01/2019 14:56:54 3  Kernel::System::MailQueue Serializing and saving message (ArticleID: 225434, Sender: , Recipient: testuser11(a)t-mobile.cz<mailto:testuser11@t-mobile.cz>, MessageID: <1549029413.175797.530028447(a)otrsm.t-mobile.cz<mailto:1549029413.175797.530028447@otrsm.t-mobile.cz>>) 02/01/2019 14:56:54 4  Kernel::System::MailQueue Successfully stored message for sending. 02/01/2019 14:56:54 5  Kernel::System::Email Successfully queued message for delivery (MessageID: <1549029413.175797.530028447(a)otrsm.t-mobile.cz<mailto:1549029413.175797.530028447@otrsm.t-mobile.cz>>, To: 'testuser11(a)t-mobile.cz', From: '', Subject: '[Ticket#2019020110002788] RE: Ticket#2018102470003297 [...]'). 02/01/2019 14:56:54 6  Kernel::System::MailQueue Sending queued message with id '27572'. 02/01/2019 14:57:11 7  Kernel::System::Email Trying to send the email using backend 'Kernel::System::Email::Sendmail'. 02/01/2019 14:57:11 8  Kernel::System::Email::Sendmail Received message for sending, validating message contents. 02/01/2019 14:57:11 9  Kernel::System::Email::Sendmail Checking availability of sendmail command. 02/01/2019 14:57:11 10  Kernel::System::MailQueue Message successfuly sent! 02/01/2019 14:57:11 Please do You have idea where to fix this kind of behavior? (I mean how to configure OTRS to do FollowUpCheck::Subject ALWAYS for all incomming messages) Looking forward to Your opinions. Best regards Martin Tento email a jeho případné přílohy jsou určeny výhradně konkrétnímu adresátovi a mohou obsahovat důvěrné informace. Nejste-li zamýšleným adresátem tohoto emailu nebo jeho příloh či jejich obsahu, obratem nás prosím kontaktujte <https://www.t-mobile.cz/kontakty-t-mobile> a email a případné přílohy trvale odstraňte. Současně vezměte na vědomí, že šíření, sdělování obsahu či kopírování obsahu emailu či příloh je přísně zakázáno. This Email and its attachments are intended only for use by the intended addressee named inside and may contain confidential information. If you are not the intended recipient of this email or attachments please contact us <https://www.t-mobile.cz/kontakty-t-mobile> immediately, and permanently delete the email and attachments and note that dissemination, disclosure or copying of this email and attachments is strictly prohibited. Zásady komunikace, které společnost T-Mobile Czech Republic a.s. užívá při sjednávání smluv, jsou uvedeny zde <http://www.t-mobile.cz/dcpublic/Zasady_komunikace_pri_sjednavani_smluv_cz.p…> . Není-li v zásadách uvedeno jinak, nepředstavuje tato zpráva konečný návrh na uzavření či změnu smlouvy ani přijetí takového návrhu. The communication principles which T-Mobile Czech Republic a.s. applies when negotiating contracts are defined here <http://www.t-mobile.cz/dcpublic/Zasady_komunikace_pri_sjednavani_smluv_en.p…> . Unless otherwise stated in the principles, this message does not constitute the final offer to contract or an amendment of a contract or acceptance of such offer.

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Slow Tickets with more than 200 Articles, why?
by Ml Ml 01 Feb '19

01 Feb '19

Hello, i have about 63.000 Articles and 94.000 Tickets (huh? thats possible?) After Upgrading from OTRS 4 to 6 Tickets with more than 200 Articles are very slow. About 30Secs to load. If i set the view to display only the last/one Article it just needs 6 seconds. I read: https://doc.otrs.com/doc/manual/admin/5.0/en/html/performance-tuning.html - i am already using ArticleStorageFS - i am using tmpfs now for /opt/otrs/var/tmp - i archived 22.000 Tickets But the Tickets with many articles are still slow. I have LocalAvatar-6.0.5.opm installed, which prevents slow connections to the outside. I doubbled the RAM (now 24GB) and CPUs (now 12) after Upgrade and it runs on SSDs. The DB is about 5GB (innodb) I cant seem to find a bottleneck on the hardware. I kind of have the feeling its some sort of timeout or call to the outside. What do you think? The search speed is fine. Could a change the ArgentTicketZoom to just Show the last 10 Articles by Default? Thanks, Mario

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Can you set a static pending time?
by Ml Ml 01 Feb '19

01 Feb '19

Hello List, is it possible to set a static pending time? I would like to have 09:00 p.m. by default. (i dont want to set an PendingTimeDiff). If its not possible, could someone point me to the piece of code where i can set it manually? I wasn´t able to find it. (AgentTicketPending.tt inlcudes AgentTicketActionCommon.tt but i am stuck from here) Thanks, Mario

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TicketAgentMerge Inform Sender => disable by default
by Ml Ml 30 Jan '19

30 Jan '19

Hello List, after Updating to OTRS 6 the "Inform Sender" Box is ticket by default if i merge tickets. <input type="checkbox" id="InformSender" name="InformSender" value="1" [% Data.InformSenderChecked | html %]/> How can i disable (uncheck) it by default? Cheers, Mario

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One OTRS server dealing with two URL/DNS ?
by JAOUEN Egareg 27 Jan '19

27 Jan '19

Hi all ! I am wondering if it is possible to configure OTRS to deal with two different URL ? For example, I installed one OTRS server on www.otrs.example.com<http://www.otrs.example.com> and I would like to use the same OTRS service on www.ticket.example.com<http://www.ticket.example.com>. I would like to be sure that customers dealing with www.ticket.example.com<http://www.ticket.example.com> won’t be annoyed by links pointing to www.otrs.example.com<http://www.otrs.example.com> in the replies. First of all, I created two distinct queues. Then, I created two distinct groups both for agents and customers. I created two distinct email addresses (both for receiving and sending). I can add a DNS entry to point to the public IP where my OTRS server is hosted. But, can I configure OTRS to deal with those two DNS entries/URL ? Thanks, [cid:image001.png@01D49953.9A536940] Egareg JAOUEN Ingénieur Recherche&Développement Tel : +33 2 31 35 34 81 │ egareg.jaouen(a)elitt.com<mailto:egareg.jaouen@elitt.com>

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Tickets count (open, closed) by Customer by Month
by Edson Richter 23 Jan '19

23 Jan '19

How can I extract a report by customer by month with column for total open and total closed? Something like: Customer | Year-Mo | Total Open | Total Closed | Custom X | 2018-12 | 999999 | 999999 | Custom X | 2019-01 | 999999 | 999999 | Total Customer X | 9999999 | 999999 | Custom Y | 2018-12 | 999999 | 999999 | Custom Y | 2019-01 | 999999 | 999999 | Total Customer Y | 9999999 | 999999 | Thanks in advance, Edson Richter Soli Deo Gloria.

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