- otrs - OTRS mailing lists

slow mysql queries after upgrade 2.2.7 -> 3.1.10
by Christopher Reemts 14 Sep '12

14 Sep '12

hello everyone, I'm trying to upgrade OTRS from version 2.2.7 to 3.1.10 while migrating the system to another server. I first "cloned" the 2.2.7 system on the new server and successfully imported the database and all configurations. then I upgraded the OTRS: 2.2 -> 2.3. -> 2.4. -> 3.0 -> 3.1. I executed all migration scripts and followed every instruction mentioned in the documentation. the system works well, except some very slow mysql queries when I try to view tickets. I activated mysql-slow-query-log, example (viewing a ticket): ------------------- SET timestamp=1347279327; SELECT sa.ticket_id, sa.a_from, sa.a_to, sa.a_cc, sa.a_subject, sa.a_reply_to, sa.a_message_id, sa.a_in_reply_to, sa.a_references, sa.a_body, st.create_time_unix, st.ticket_state_id, st.queue_id, sa.create_time, sa.a_content_type, sa.create_by, st.tn, article_sender_type_id, st.customer_id, st.until_time, st.ticket_priority_id, st.customer_user_id, st.user_id, st.responsible_user_id, sa.article_type_id, sa.a_freekey1, sa.a_freetext1, sa.a_freekey2, sa.a_freetext2, sa.a_freekey3, sa.a_freetext3, st.ticket_answered, sa.incoming_time, sa.id, st.freekey1, st.freetext1, st.freekey2, st.freetext2, st.freekey3, st.freetext3, st.freekey4, st.freetext4, st.freekey5, st.freetext5, st.freekey6, st.freetext6, st.freekey7, st.freetext7, st.freekey8, st.freetext8, st.freekey9, st.freetext9, st.freekey10, st.freetext10, st.freekey11, st.freetext11, st.freekey12, st.freetext12, st.freekey13, st.freetext13, st.freekey14, st.freetext14, st.freekey15, st.freetext15, st.freekey16, st.freetext16, st.ticket_lock_id, st.title, st.escalation_update_time, st.freetime1 , st.freetime2, st.freetime3, st.freetime4, st.freetime5, st.freetime6, st.type_id, st.service_id, st.sla_id, st.escalation_response_time, st.escalation_solution_time, st.escalation_time, st.change_time FROM article sa, ticket st WHERE sa.ticket_id = '28373' AND sa.ticket_id = st.id ORDER BY sa.create_time, sa.id ASC; # Time: 120910 14:15:35 # User@Host: otrs[otrs] @ localhost [] # Query_time: 8.183378 Lock_time: 0.000041 Rows_sent: 3 Rows_examined: 61222 --------------------- the system takes about 5-30 seconds to view a ticket. sometimes it just works perfectly for a while, the next moment it's slow again. table "article" has about 68.000 records table "ticket" has about 28.000 records if you need to know other data or log files, let me know. thanks in advance, chris -- Bergische Universität Wuppertal Zentrum für Informations- und Medienverarbeitung Gaussstr. 20 D-42097 Wuppertal Germany Email: reemts(a)uni-wuppertal.de Home : http://www.zim.uni-wuppertal.de

2 3

CustomerID as required field in AgentTicketClose
by ml ml 13 Sep '12

13 Sep '12

Hello List, i have OTRS 3.1 and i want the CustomerID field to be required AgentTicketClose. How do i do that? Thanks, Mario

3 6

audit configuration changes
by Juan Manuel Clavero Almirón 13 Sep '12

13 Sep '12

Hi all, is there a module to audit changes done via Sysconfig? Kind regards, Juan Clavero

1 0

Responses when creating new e-mails
by Jean BROW 12 Sep '12

12 Sep '12

Hi, When the agent would like to create a new e-mail (he dosen't replay to an incoming email). How can I make it possible so agent can choose one of the "Response template" in system (same template we can choose from when we replay to incoming emails). Thanks and Regards.

5 4

LimeSurvey
by Gerald Young 12 Sep '12

12 Sep '12

http://forums.otterhub.org/viewtopic.php?f=53&p=66684#p66684 Concept: Using LimeSurvey to make your multiple (even different-language) surveys, inject your ticketnumber as a token to a LimeSurvey "closed' survey, Then, create an OTRS Response that will be your survey response request, which would include the hyperlink to the language and queue-based survey.

1 0

Adding Subject to Survey
by Kirby Fell 11 Sep '12

11 Sep '12

I am trying to add the following tag to my survey but it does not pull any data. <OTRS_CUSTOMER_SUBJECT[20]> Does anyone know a trick to getting the subject to appear in the survey email so users know which ticket they are responding to? I'm on OTRS 3.0.8. Thanks, Kirby L. Fell Director of Educational Technology Cambrian School District 4115 Jacksol Drive San Jose, CA 95124 fellk(a)cambriansd.org<mailto:fellk@cambriansd.org>

1 0

OTRS on mssql
by Wouter Mignon 11 Sep '12

11 Sep '12

Hi all, Is there anything new on the roadmap to significantly boost OTRS on MSSQL performance? We are considering to move back to MYSQL. Kind Regards, Wouter Mignon

2 1

/opt/otrs/bin/c: page allocation failure
by Leonardo Certuche 10 Sep '12

10 Sep '12

Hello there, We're facing an strange error message after migrating from 2.4 to 3.1 in one of our customers. Hopefully some of you guys have faced a similar error and can give us some ideas. Operating system logs are full of entries like the following: The following is only an harmless informational message. Unless you get a _continuous_flood_ of these messages it means everything is working fine. Allocations from irqs cannot be perfectly reliable and the kernel is designed to handle that. */opt/otrs/bin/c: page allocation failure*. order:1, mode:0x20 Pid: 5548, comm: /opt/otrs/bin/c Not tainted 3.1.0-1.2-desktop #1 Thanks in advance for your help, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

1 0

change behaviour of CompanyTickets on Customer interface
by Leonardo Certuche 10 Sep '12

10 Sep '12

Hello there, One of our customers wants to change the behaviour of the CompanyTickets button on the customer interface. Instead of showing the tickets associated with the CustomerID of the Customer, they want to show there the tickets that are in the groups where the customer has permissions to (we already have CustomerGroupSupport enabled). We where checking the code at Kernel/Modules/CustomerTicketOverview.pm and it seems to refer to the following lines: CompanyTickets => { All => { Name => 'All', Prio => 1000, Search => { CustomerID => [ $Self->{CustomerUserObject}->CustomerIDs( User => $Self->{UserLogin} ) ], OrderBy => $Self->{OrderBy}, SortBy => $Self->{SortBy}, CustomerUserID => $Self->{UserID}, Permission => 'ro', }, }, Is there any way we can change the criteria to match this customer's expectation? Thanks, Leonardo Certuche www.itconsultores.com.co Medellín, Colombia

2 6

Firefox to save Agent login info
by Muhammad El-Sergani 10 Sep '12

10 Sep '12

Hi list, This is probaly a lame question, and will be frowned upon in terms of security (if nothing else more). Anyways, we're running two OTRS installations, one @ v3.0.11 and the other @ v3.1.1. Using Firefox, it seems it's not able to store the Agent's login info for the v3.0.11, and does it successfully for the other. Any info or help as to why this is happening? The only difference I can mention aside from the version number, is that the v3.0.11 is called through the web via support.company.com, and in /var/www/html/ there is an index.html file that redirects the browser to the actual OTRS installation directory. The following is the content: <script language="javascript" type="text/javascript">  </script> Is it something wrong with the redirection or what exactly? Appreciate the help. Thanks //M

2 2