- otrs - OTRS mailing lists

otrs.GenerateDashboardStats.pl maxing out CPU
by Nick Bright 22 Jan '19

22 Jan '19

How can I determine what otrs.GenerateDashboardStats.pl is doing that's maxing out my CPU - this is causing poor UI response for my agents working tickets. System is CentOS 6 with OTRS 3.3 (yes, I know it's old). When I take a look at strace for the PID, it's constantly doing stat("/etc/localtime", {st_mode=S_IFREG|0644, st_size=3543, ...}) = 0 I've kill -9'd the PID for now, but it's re-occurring every hour or so; I'd guess from the OTRS Scheduler. Any suggestions on how to identify? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - -----------------------------------------------

1 1

Email pre filter. Dynamic field. Existing ticket.
by Anthony F McInerney 18 Jan '19

18 Jan '19

Hi all. I'm using the post master pre filter to match subject and set dynamic field. On a new email ticket that works perfectly. For existing tickets. The email is received. Dynamic field gets set in the email. But in the existing ticket that the email goes into the dynamic field is not updated. Can anyone help? Many thanks. Anthony.

2 3

Re: [otrs] otrs Digest, Vol 124, Issue 1 AgentTicketZoom Status 500 after update 5 > 6.0.15
by MikeMorris 07 Jan '19

07 Jan '19

Not sure how useful this feedback is, but over our Christmas break I updated: 3.3.6 -> 3.3.20 -> 4.0.33 -> 5.0.33 -> 6.0.15 (PHEW!!!) and had no such problems. However, I *was* using the tar.gz method, and I stopped at 4.x & 5.x just long enough to check basic functionality, then did the next upgrade. When I got to 6, I did have some troubles, but not the one you describe. However I think that the tar.gz may do you some good if you: Unpack it to a NEW directory Use a Directory "Diff" utility to compare ("Meld" or even just "mc") This will help you find missing files and compare content of different sized files, particularly, "/opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 734" Wish I could help more... Good luck! On 2019-01-07 14:08, otrs-request(a)lists.otrs.org wrote: > > Message: 2 > Date: Wed, 2 Jan 2019 16:25:54 +0000 > From: Pedro Lobo <plobo(a)ubiwhere.com> > To: otrs(a)lists.otrs.org > Subject: [otrs] AgentTicketZoom Status 500 after update 5 > 6.0.15 > Message-ID: > <CAOXmjHg_aWo+TV36tp+U6u8syJHttyRPFHXYhoacZR-gv+3twQ(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Hi All, > > I've been holding off updating to version 6 for a while now. Finally > bit > the bullet and Murphy was watching so things went bad :( > > Updated to latest patch level of 5 (5.0.33) before updating to 6. > Followed > the instructions to the letter and used RPM method to update and > install > needed dependencies. Migrate script and everything went ok without any > issues. The only error I got at the time was updating ITSM packages via > command-line, but downloaded OPM and updated ITSM using the bundle. > > All seemed ok until I tried to view a ticket. As soon as I try, I get a > status 500 with the error message "'t locate object method > "ArticleContentIndex" via package "Kernel::System::Ticket" at > /opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 734" > > I've seen a couple posts and most state the problem went away in the > following update or by updating using tar.gz. > > Since I'm on the latest update, can't update again and don't want to go > the > tar.gz way unless it's absolutely necessary. So would appreciate some > indications here if you've come across this issue when updating. > > TIA, > Pedro

1 0

Auto Creation of CustomerID to match Customer User?
by MikeMorris 07 Jan '19

07 Jan '19

I've just made the long trek from version 3.3.6 to 6.0.15. I love the new version's GUI improvements and much of the new functionality, not all of which I've figured out yet! In particular the Customer / CustomerUser relationship is giving me trouble. I think I understand it (that CustomerID is a "company" or "group" of CustomerUsers). Since we don't need that functionality, (we are "B2C", not "B2B") I have: * CustomerCompanySupport => 0, in my Config.pm. In 3.3 when a new/potential customer emailed into our main "info" queue, we would: * copy the customer's email address * select "Customer" from the menu * Paste the email into both the "CustomerID" and "CustomerUser" input fields This worked as expected; all the customer's tickets could be found searching by email. However, now in the "People-Customer" menu popup we can only paste the new email address into Customer User; the CustomerID field is disabled and since the pasted email is new, no Customer ID is available. My Question: Is there a way to avoid manually creating a CustomerID / CustomerUser pair for each new client? I'm fairly sure I'm missing something obvious, but I've spend the last 3 days searching docs, playing with Config.pm, examining the data in ticket & customer_user tables, etc., and I have failed to get it to work as desired. I look forward to any help you can give! Thank you in advance, MikeM

1 0

AgentTicketZoom Status 500 after update 5 > 6.0.15
by Pedro Lobo 07 Jan '19

07 Jan '19

Hi All, I've been holding off updating to version 6 for a while now. Finally bit the bullet and Murphy was watching so things went bad :( Updated to latest patch level of 5 (5.0.33) before updating to 6. Followed the instructions to the letter and used RPM method to update and install needed dependencies. Migrate script and everything went ok without any issues. The only error I got at the time was updating ITSM packages via command-line, but downloaded OPM and updated ITSM using the bundle. All seemed ok until I tried to view a ticket. As soon as I try, I get a status 500 with the error message "'t locate object method "ArticleContentIndex" via package "Kernel::System::Ticket" at /opt/otrs//Kernel/Modules/AgentTicketZoom.pm line 734" I've seen a couple posts and most state the problem went away in the following update or by updating using tar.gz. Since I'm on the latest update, can't update again and don't want to go the tar.gz way unless it's absolutely necessary. So would appreciate some indications here if you've come across this issue when updating. TIA, Pedro

2 1

Pending state new ticket
by William Edwards | Cyberfusion 02 Jan '19

02 Jan '19

When I create a new ticket I can only choose states with type 'open'. When I create a new ticket I often want to use state with name 'waiting for customer' which is of type 'pending auto'. How do I set OTRS to allow me to choose a state with type 'pending auto' or 'pending reminder' for new tickets I create from the admin interface? Met vriendelijke groet, with kind regards, William Edwards Cyberfusion - Hosting voor webbureaus en bedrijfskritische applicaties W. https://www.cyberfusion.nl/ E. wedwards(a)cyberfusion.nl T. 040 - 711 44 96

2 1

Notifications about new messages but don't see them
by William Edwards | Cyberfusion 13 Dec '18

13 Dec '18

I have migrated OTRS to a new server today. I rsync'ed /opt/otrs and ran SetPermissions.pl Everything works fine, but new articles do not appear until I add a new article. Customer A has an active ticket. Customer A replies. I get a notification email and see the star in the OTRS backend. However, when I click the ticket and get an overview of all the articles, the new article does not appear. When I add a new article, such as a note, the new articles appear as unread. Help? Met vriendelijke groet, with kind regards, William Edwards Cyberfusion - Hosting voor webbureaus en bedrijfskritische applicaties W. https://www.cyberfusion.nl/ E. wedwards(a)cyberfusion.nl T. 040 - 711 44 96

1 0

Merge tickets that start with same string
by William Edwards 30 Nov '18

30 Nov '18

I have imported tickets from our previous ticket system into OTRS. Every single reply is its own ticket with one article right now. I need to merge these replies together into the tickets that they are about to complete the migration. Each ticket starts with a ticket number. Looking at the ticket number and merging every ticket that starts with that in the subject would do the trick. Before I start typing this: has anyone made a tool to achieve this before so I don’t have to reinvent the wheel?

4 4

Issue with Calendar Overview after migrating from centos6 to centos7
by Raul Ferreira 21 Nov '18

21 Nov '18

Hi, I am upgrading from otrs5/centos6 to otrs6/centos7. For the first step i've instaled the new centos7 server with the same otrs version (5.0.17) Then i restored the configuration/data from the old centos6 server to the new server and all the things seem to be ok. The only strange thing is that "calendar overview" don´t display any appointment, but i can see them on the "agenda overview". All the required modules are instaled in the new centos7 server. Has anyone had a similar situation? Best regards, Raul Ferreira

1 0

Re: [otrs] Stored search with only one parameter
by Rick Heisterhagen 21 Nov '18

21 Nov '18

Hello Ralf, You can use the search attribute " CustomerUserID". Alternatively use "MIMEBase_From" when searching for tickets that have articles form that sender. Check out "/index.pl?Action=AdminSystemConfigurationGroup;RootNavigation=Frontend::Agent::View::TicketSearch" for all attributes. /index.pl?Action=AgentTicketSearch;Subaction=Search;MIMEBase_From=Ralf.Hildebrandt(a)charite.de /index.pl?Action=AgentTicketSearch;Subaction=Search;CustomerUserID =Ralf.Hildebrandt(a)charite.de Regards, Rick ------------------------------ Message: 3 Date: Thu, 15 Nov 2018 13:26:49 +0100 From: Ralf Hildebrandt <Ralf.Hildebrandt(a)charite.de> To: otrs(a)otrs.org Subject: [otrs] Stored search with only one parameter Message-ID: <20181115122649.GA17253(a)charite.de> Content-Type: text/plain; charset=utf-8 Is iit possible to create a URL in such a way that a special parametrized search is perfromend within OTRS? I'd lie to link from a webpage to something like: https://otrs.charite.de?Ralf.Hildebrandt@charite.de and that should display all tickets in the queue XYZ and customeruser == Ralf.Hildebrandt(a)charite.de -- Ralf Hildebrandt Charite Universit?tsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Gesch?ftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 ------------------------------ Message: 4 Date: Tue, 20 Nov 2018 11:39:01 +0100 From: Ralf Hildebrandt <Ralf.Hildebrandt(a)charite.de> To: otrs(a)lists.otrs.org Subject: Re: [otrs] [ext] Stored search with only one parameter Message-ID: <20181120103901.GI6169(a)charite.de> Content-Type: text/plain; charset=utf-8 * Ralf Hildebrandt <Ralf.Hildebrandt(a)charite.de>: > Is iit possible to create a URL in such a way that a special > parametrized search is perfromend within OTRS? > > I'd like to link from a webpage to something like: > > https://otrs.charite.de?Ralf.Hildebrandt@charite.de > > and that should display all tickets in the queue XYZ and customeruser > == Ralf.Hildebrandt(a)charite.de Anybody? -- Ralf Hildebrandt Charite Universit?tsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Gesch?ftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 ------------------------------ Subject: Digest Footer --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs ------------------------------ End of otrs Digest, Vol 122, Issue 2 ************************************

1 1