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How to display all Customer thru AdminCustomerUser
by Bernard Chambon 14 Nov '12

14 Nov '12

Hello, The problem : It can get the list of all my customers thru 'AdminCustomerUser' view (so I can't use the browser find function, ok I know that there is the search action available) Is it possible to increase the numbers of rows displayed ? I talk about the table : <table id="CustomerTable" class="DataTable">` Best regards --------------- Bernard CHAMBON IN2P3 / CNRS 04 72 69 42 18

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Responses and Pending reminders
by Scott 14 Nov '12

14 Nov '12

Hi List, We use OTRS for our day-to-day communications with our customers and have done for a number of months now. My question is as follows; Our support staff set a pending reminder to configure/cancel/change/update a setting in any number of other systems on behalf of a customer at a set point in time. They use "Pending reminders" for performing this task and for the most part, this works correctly. However, the problem lies in that if a customer emails a reply to this ticket, then the pending reminder is dropped and the ticket reverts to an "Open" status. At this point, unless carefully scrutinised on each reply, the reminder would never be actioned. I can't see a nice way around this issue other than A) Create a child ticket for pending reminders on each instance (time consuming and tedious). B) Introduce another system to create reminders in the near future using the API. C) Force the ticket to stay as pending, with the side effect that the new email won't be responded to till the pending reminder time is up. All of these options aren't really feasible to us. I suppose what needs to be done is that a pending reminder shouldn't be a ticket state but rather an alarm that triggers a state change at a fixed point in time from whatever it currently is to another state. At this point, I would take any suggestions seriously. Thanks in advance. (Apologise if this was asked before, did a google came up blank on exact requirements). I might also be looking at this wrongly. Scott

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Have you experienced performance bottlenecks above some thresholds?
by Bogdan Iosif 12 Nov '12

12 Nov '12

Hi, I'm evaluating OTRS's performance for a ~large scale implementation and I'm wondering if anyone ran into ~steep performance bottlenecks after hitting some threshold for a metric such as total # of tickets, db size, attachment size, etc. Please share if you did. I ask because I need to formulate a promise towards a potential customer about how long his implementation's performance will scale in terms of some metrics usable to approximate time intervals (something like: if you have 500 new tickets per month and about 30% open tickets then this implementation will very likely scale for ~3 years). Looking around the docs / Internet I keep hitting a reference for the need to switch the "backend module for the ticket index" from RuntimeDB to StaticDB when the db has ~60000 tickets or 6000 open tickets ( http://doc.otrs.org/3.1/en/html/performance-tuning.html) However there is no technical explanation for how these numbers came about. Does it depend on hardware or is it a threshold beyond which performance doesn't scale anymore regardless on how much hardware you throw at it? Another possible issue would be db size. With this one I saw no clear cut numbers but various mailing list posts led me to believe performance would scale, with adequate hardware, for dbs up to 200 GB. My case will require a relatively light workload at first (~100 tickets / day) but these will be tickets with large photo attachments so I may have to offload attachments from the database sooner than I imagine. Thanks, Bogdan

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Re: [otrs] After upgrade to 3.1.11 clicking on myqueue in dashboard does nothing
by Steve Clark 12 Nov '12

12 Nov '12

Solved, We had some leftover cruft in our customized HTML dir. On 11/12/2012 09:05 AM, Steve Clark wrote: > Hi List, > > We upgraded from 2.4.10 -> 3.0.13 -> 3.1.11 > Now in the Dashboard when we click on any of: > Locked Tickets (0) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> | Watched (0) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> | My Queues (0) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> | All (78) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> > > Nothing happens??? This happens with both firefox and chrome. > In firefox I get an error in the error console about > > Reference Error: AJAXContentUpdate is not defined. > > Any ideas. > > > -- > Stephen Clark > *NetWolves* > Director of Technology > Phone: 813-579-3200 > Fax: 813-882-0209 > Email: steve.clark(a)netwolves.com > http://www.netwolves.com > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs -- 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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After upgrade to 3.1.11 clicking on myqueue in dashboard does nothing
by Steve Clark 12 Nov '12

12 Nov '12

Hi List, We upgraded from 2.4.10 -> 3.0.13 -> 3.1.11 Now in the Dashboard when we click on any of: Locked Tickets (0) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> | Watched (0) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> | My Queues (0) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> | All (78) <https://192.168.198.65/otrs/index.pl?Action=AgentDashboard#> Nothing happens??? This happens with both firefox and chrome. In firefox I get an error in the error console about Reference Error: AJAXContentUpdate is not defined. Any ideas. -- 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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Agent::ResponsibleUpdate - how to turn off??
by Emilia Starzak 12 Nov '12

12 Nov '12

Hi, I’m still trying to find any way to turn off: Agent::ResponsibleUpdate . When i’m going to Administration -> Agent Notifications -> i can’t do anything, in fact i can change content of that notification, but i can’t turn it off. Help me, please! Kind regards, Emilia

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System Notification Articles
by Nick Lapp 07 Nov '12

07 Nov '12

Is there a way to hide/not record system notification articles? It gets to be too much information to look at when viewing tickets. I know I can apply a filter to not show them on an individual agent basis but I'm looking for more of a global solution. Thanks in advance! Nick OTRS 3.1.10

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Are translations supported for event based notifications?
by Bogdan Iosif 07 Nov '12

07 Nov '12

Hi, I would like to have event based notifications sent out to customers, in different languages, based on customer's interface language or some other customer level parameter. Is this possible? I looked in OTRS's changelog and found nothing about this all to way up to the current 3.2.0 beta. I've found this entry in Ideascale https://otrsteam.ideascale.com/a/dtd/Translations-of-the-event-based-notifi… this exact feature about a year ago and it leads me to believe that it's not supported. If it's not supported, does anyone know a ~hack that can achieve this? I'm thinking about setting up different event notifications triggered per customerid but the problem is that I have, let's say, 100 customers, 95 needing EN and 5 needing RO as language. I could setup duplicate notifications for those 5 needing RO and filter each one by their customerid. It's not elegant but it can be done. The problem is that I don't know how to avoid these 5 also receiving notifications targeted at the other 95, in EN. Any thoughts? Thanks, Bogdan

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Is there any way to log tickets affected by db Generic Agent jobs?
by Bogdan Iosif 07 Nov '12

07 Nov '12

Hi, I have a couple of db Generic Agent jobs (configured through admin frontend GUI) and I would like to know the tickets affected by these jobs on each execution. Looking in otrs.log I can see one line for each job execution, like this: [Tue Nov 6 10:20:02 2012][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job '...' from db. I would like to know, at least, the ticket numbers for the affected tickets. Is there any way to achieve this with configurations? Thanks, Bogdan

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Role Based ACL's not working as expected
by Nipun Malhotra 05 Nov '12

05 Nov '12

Hi, I've been struggling with restricting Actions in OTRS based on our defined workflows for helpdesk. For eg. I would like to restrict all agents with the Role - 'L3 Support Engineer' to only Change Ticket Statuses for open, pending, resolved states. This means - 1. Remove Close link for TicketZoom and restrict state options in drop downs for Add Note, Pending, Resolve (Newly created link similar to Close) in Ticket Menu. My Sample ACL is listed below. Problem here is I have given RW permissions on all allowed queues for resp. agents, and these links are not getting removed (For eg. Close link persists even with below ACL in place) Then again it disappears some time. Can anyone take a look ? $Self->{TicketAcl}->{'1001-Restrict-Ticket-States'} = { # match properties Properties => { # Users User => { Role => ['L3 Support Engineer'], }, }, # remove options (black list) PossibleNot => { # possible ticket options (black list) Ticket => { State => { TypeName => ['closed', 'removed', 'new', 'merged'], }, }, }, # return possible options (white list) Possible => { # possible ticket options (white list) Ticket => { State => { TypeName => ['open', 'resolved', 'pending auto'], }, }, # possible action options Action => { AgentTicketLock => 1, AgentTicketZoom => 1, AgentTicketClose => 0, AgentTicketPending => 1, AgentTicketResolve => 1, AgentTicketNote => 1, AgentTicketPriority => 1, AgentTicketFreeText => 1, AgentTicketHistory => 0, AgentTicketCompose => 1, AgentTicketBounce => 1, AgentTicketPrint => 1, AgentTicketForward => 1, AgentTicketPhone => 1, AgentTicketPhoneOutbound => 0, AgentTicketCustomer => 1, AgentTicketMove => 0, AgentTicketOwner => 0, AgentTicketResponsible => 1, AgentTicketWatcher => 1, AgentLinkObject => 1, }, }, }; Project Manager, Application Continuity Group, | Nagarro Software Pvt. Ltd. p: +91 124 3048689/647 | m: +91 9582796910 | e: <mailto:nipun.malhotra@nagarro.com> nipun.malhotra(a)nagarro.com

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