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by otrs＠ignore.mine.nu 24 Jul '03

24 Jul '03

Hello Martin, I've been trying to use OTRS in combination with our current customer-administration-software. Our software is webbased. What I need is to be able to push a button on a webform, and automagically open the otrs-page 'index.pl?Action=AgentPhone'. The tricky part: I want our customerID already filled in on your AgentPhone-form. But I don't know what files to edit to enable this. Or what <input>-tag to put in my form to get our CustomerID in your AgentPhone. Any help is much appreciated! Many Thanks! -- Maarten <otrs(a)ignore.mine.nu>

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Customer_user phone view speed up
by Paul Rhein 24 Jul '03

24 Jul '03

Hi all, As Martin proposed I want to post my first contribution here. Feedback is welcomed. Do you think this is useful ? Any chance to include this or similar into a future release ? Gruss -paul Problem description: In OTRS 1.1.2 with mysql, if "customer_user" table has a lot of entries the "phone view" customer search gets slow. This is mainly due to the fact that mysql only uses one index per query and OTRS porduces a "where clause" with ORed Like conditions. In my set up to search through 750 000 entries on 4 searchable fields (phone, email, last_name, customer_id) it took up to 8 seconds to produce a result. Idea: Have one query per search field and define one index per the searchable field in mysql. Add a switch in Config.pm to switch this on Result: It really flies again. In my setup answer time is < 0.01 seconds. Counter indication: If you enter a criteria starting with * or % the query might take (searchable fileds ) * longer than the original otrs code. The mysql indexes are not usable in those cases. What you need to do (5 things you shall be prepared to do): 1) Add some fields to the customer_user table mysql> show columns from customer_user +-------------+--------------+------+-----+---------------------+----------------+ | Field | Type | Null | Key | Default | Extra | +-------------+--------------+------+-----+---------------------+----------------+ | id | int(11) | | PRI | NULL | auto_increment | | login | varchar(100) | | UNI | | | | email | varchar(150) | | MUL | | | | customer_id | varchar(200) | | MUL | | | | pw | varchar(50) | | | | | | salutation | varchar(50) | YES | | NULL | | | first_name | varchar(100) | | | | | | last_name | varchar(100) | | MUL | | | | valid_id | smallint(6) | | | 0 | | | comment | varchar(250) | | | | | | create_time | datetime | | | 0000-00-00 00:00:00 | | | create_by | int(11) | | | 0 | | | change_time | datetime | | | 0000-00-00 00:00:00 | | | change_by | int(11) | | | 0 | | | phone | varchar(255) | YES | MUL | NULL | | | address | varchar(255) | YES | | NULL | | | info_source | varchar(10) | YES | | otrs | | | line_card | varchar(50) | YES | | NULL | | | icms_id | varchar(50) | YES | | NULL | | +-------------+--------------+------+-----+---------------------+----------------+ 2) create indexes on the searchable fileds +---------------+------------+-------------+--------------+-------------+-----------+-------------+----------+--------+---- -----+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Com ment | +---------------+------------+-------------+--------------+-------------+-----------+-------------+----------+--------+---- -----+ | customer_user | 0 | PRIMARY | 1 | id | A | 747536 | NULL | NULL | | | customer_user | 0 | login | 1 | login | A | 0 | NULL | NULL | | | customer_user | 1 | phone | 1 | phone | A | 747536 | NULL | NULL | | | customer_user | 1 | customer_id | 1 | customer_id | A | 186884 | NULL | NULL | | | customer_user | 1 | last_name | 1 | last_name | A | 93442 | NULL | NULL | | | customer_user | 1 | email | 1 | email | A | 57502 | NULL | NULL | | +---------------+------------+-------------+--------------+-------------+-----------+-------------+----------+--------+---- -----+ 6 rows in set (0.00 sec) 3) Source changes 3) A) DB.pm in ../Kernel/System/CustomerUser after # -- # max shown user a search list # -- $Self->{UserSearchListLimit} = 250; # -- # config options # -- add this # ept changes begin $Self->{EPTCustomerUserSearch} = $Self->{ConfigObject}->Get('CustomerUser')->{Params}->{EPTCustomerUserSearch}; # ept changes end and after this (around line 170) $SQL .= " FROM " . " $Self->{CustomerTable} ". " WHERE "; add this # ept changes 2003.07.14 dinparh begin if ($Param{Search} && $Self->{EPTCustomerUserSearch} ){ $Param{Search} =~ s/\*/%/g; foreach (@{$Self->{ConfigObject}->Get('CustomerUser')->{CustomerUserSearchFields}}) { my $ept_SQL = $SQL. " $_ LIKE '".$Self->{DBObject}->Quote($Param{Search})."' "; #get data from db $Self->{DBObject}->Prepare(SQL => $ept_SQL, Limit => $Self->{UserSearchListLimit}); while (my @Row = $Self->{DBObject}->FetchrowArray()) { foreach (1..8) { if ($Row[$_]) { $Users{$Row[0]} .= $Row[$_].' '; } } $Users{$Row[0]} =~ s/^(.*\s)(.+?\@.+?\..+?)(\s|)$/"$1" <$2>/; } } return %Users; } # ept changes 2003.07.14 dinparh end 3) B) in ../Kernel/Config.pm after: $Self->{CustomerUser} = { Module => 'Kernel::System::CustomerUser::DB', Params => { Table => 'customer_user', add this: EPTCustomerUserSearch => 1, 4) You might want to adjust $Self->{UserSearchListLimit} in config.pm ---------------------------------------------------------------------------------------------------------------------- Electronic information is not secure, therefore the Entreprise des Postes et Telecommunications accepts no responsibility whatsoever for the contents of this message, which is intended for the addressee only. Its contents and any attached files are strictly confidential. If you have received this message in error, please telephone the following number 4765-1.

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Quoting the agent reply
by Moshe Livne (Leibovitch) 24 Jul '03

24 Jul '03

Hi, Our agents raised the issue that sometimes there is a situation where one agent answers a ticket and then another, more senior agent wants to add something. The best would be to quote the junior agent reply. This is not possible today - you can only answer when focused on the customer last answer. Can it be done? Regards, Moshe

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Re: [otrs] Utilites - Open Tickets
by Paul Rhein 24 Jul '03

24 Jul '03

Hi Martin, hi Peter, Thanks for your help. Yes I do see an interest (hope I'm not the only one !). Paul "web4.hm - Peter Padberg" <Peter.Padberg(a)web4.hm>@otrs.org on 23-07-2003 15:52:29 Please respond to otrs(a)otrs.org Sent by: otrs-admin(a)otrs.org To: otrs(a)otrs.org cc: Subject: Re: [otrs] Utilites - Open Tickets > > Look at the pdf converter from phpMySearch.web4.hm. > > It was in php, but it works. > > Cool! :) @Martin: Do you have any interests to include pdf2html sxw2html doc2html xls2html converter in otrs? Shell I support this for otrs? -- _________________________________________________________________ Peter Padberg Pyrmonter Str. 42 Webagentur web4.hm 31789 Hameln Geschaeftsfuehrung Germany Telefon: +49-5151 60 99 70-0 Peter.Padberg(a)web4.hm Telefax: +49-5151 60 99 70-1 http://web4.hm _________________________________________________________________ _______________________________________________ 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

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AW: [otrs] problems with stats- SuSE 8.0
by "Gärtner, Uwe" 24 Jul '03

24 Jul '03

Sorry, i found the answer in the archiv somewhere. mkStats.pl produce the diagrams only if in ..../otrs/var/cron/stats the line to invoke mkStats.pl is uncommented. If i run perl mkStats.pl manuell i the the diagramm in otrs. Uwe Gärtner -----Ursprüngliche Nachricht----- Von: "Gärtner, Uwe" [mailto:Uwe.Gaertner@logicacmg.com] Gesendet: Donnerstag, 24. Juli 2003 10:24 An: 'otrs(a)otrs.org' Betreff: [otrs] problems with stats- SuSE 8.0 Hello, i installed otrs on SuSE 8.0 via rpm after installation i see no diagrams. I read the documentation and afterwards i installed the missing GD::graph and ::text modules. Otrs.checkModules found all modules i restart the webserver and otrs, but can't see any diagrams in otrs. What's wrong?? with best regards Uwe Gärtner This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you. This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.

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problems with stats- SuSE 8.0
by "Gärtner, Uwe" 24 Jul '03

24 Jul '03

Hello, i installed otrs on SuSE 8.0 via rpm after installation i see no diagrams. I read the documentation and afterwards i installed the missing GD::graph and ::text modules. Otrs.checkModules found all modules i restart the webserver and otrs, but can't see any diagrams in otrs. What's wrong?? with best regards Uwe Gärtner This e-mail and any attachment is for authorised use by the intended recipient(s) only. It may contain proprietary material, confidential information and/or be subject to legal privilege. It should not be copied, disclosed to, retained or used by, any other party. If you are not an intended recipient then please promptly delete this e-mail and any attachment and all copies and inform the sender. Thank you.

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STILL: PostMasterPOP3.pl Bug for SuSE Linux 8.2 ? Who can help out please?
by A.Loithaler 24 Jul '03

24 Jul '03

Still following problem. probably it is a mime problem? We have qpopper running on this system. Would be great if anyone has an idea ! Hello, we have setup the recent OTRS rpms on a dedicated SuSE8.2 system. It works fine so far, but there is one bug(?) which I couldn't work around so far. Though all access data to POP3 boxes are correct following happens when PostMasterPOP3.pl runs: Message: Need TicketID! Traceback (13520): Module: Kernel::System::Ticket::SetCustomerData (v1.55) Line: 524 Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 197 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 206 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: ./PostMasterPOP3.pl (v1.9.2.1) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Tue Jul 22 22:34:17 2003 Message: Need TicketID! Traceback (13520): Module: Kernel::System::Ticket::State::SetState (v1.14) Line: 131 Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 232 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 206 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: ./PostMasterPOP3.pl (v1.9.2.1) Line: 106 ERROR: OTRS-PM3-10 Perl: 5.8.0 OS: linux Time: Tue Jul 22 22:34:17 2003 Message: Can't process email with MessageID <<004301c35090$80a278f0$c700a8c0@laptop>>! Please create a bug report with this email (var/spool/) on http://bugs.otrs.org/! Traceback (13520): Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: 237 Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 206 Module: main::FetchMail (v1.9.2.1) Line: 169 Module: ./PostMasterPOP3.pl (v1.9.2.1) Line: 106 The perl script enters the boxes and finds some messages without Ticket-id (as they are new and no follow-up messages) and seems not be able to insert into the mysql tables. The mail disappears to nowhere... Who can help me out here? I did rtfm a lot of time but found no hint :-( Best Regards, Alex ------------ Antserver GbR http://www.antserver.de Service: 01805 - 55488288 Fax: 08031 - 409325

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automatic customer recognation via e-mailadress?
by list＠supratec.de 24 Jul '03

24 Jul '03

Hello! I have the following question: If an KNOWN customer send his mail to support(a)myname.de, is it possible to automatically assign this support-ticket to his account (because his Name and e-Mail-adress is under "Misc" -> "Customer User" wellknown to OTRS)? As far i have tested yet, the staff has to assign each support ticket manually to the right customer account. This is full of errors and is often forgotten. I think its important if customers sometime logging in via customer.pl and sometimes they are sending e-mails. If they are auto- assigned the customer find all tickets under customer.pl! Thank you for your help and answer Beste regards Gerhard ForsterGerhard C. Forster Geschäftsführer SupraTec GmbH Information Technology Waltherstr. 27 · D-80337 Muenchen Fon: +49(0)89-5435980-42 / Fax: +49(0)89-5435980-1 http://www.supratec.de/ mailto:gerhard.forster@supratec.de

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Problems with upgrade to 1.1.3
by Michael Rojas 24 Jul '03

24 Jul '03

Greetings, all... I've got 1.1.1 running on a server, but when I upgrade to 1.1.2 or .3 and try to access the 'Users' page to modify users, Apache (1.3.27) gives me an 'Internal Server Error 500' and the log shows the following: [Wed Jul 23 23:39:58 2003] [error] Can't locate object method "splitpath" via package "File::Spec" at /opt/otrs/Kernel/cpan-lib/CGI/Carp.pm line 306. This only happens on versions higher than 1.1.1. I can continue running 1.1.1, but I would like to upgrade to the latest version. Anybody in OTRSLand have any idea as to why I get this error on the newest version only, but not on 1.1.1? Is this a bug, maybe, with the latest version? Any and all help is appreciated! Thanks! Regards, Michael Michael Rojas, Systems Admin. South Texas Internet 956.504.5252 www.ies.net Some dream of success... Others work hard at it. --- [South Texas Internet scanned this E-mail for viruses using Declude Virus]

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PostMasterPOP3.pl Bug for SuSE Linux 8.2 ? Who can help out please?
by A.Loithaler 23 Jul '03

23 Jul '03

Hi, I have sent you the mail from the spooler in the attachment. It would be great, if you know a solution. Probably it is a mime detection problem? Thank you! Alex ------------ Antserver GbR http://www.antserver.de Service: 01805 - 55488288 Fax: 08031 - 409325 -----Ursprüngliche Nachricht----- Von: otrs-admin(a)otrs.org [mailto:otrs-admin@otrs.org] Im Auftrag von Martin Edenhofer Gesendet: Mittwoch, 23. Juli 2003 13:47 An: otrs(a)otrs.org Betreff: Re: [otrs] PostMasterPOP3.pl Bug for SuSE Linux 8.2 ? Who can help out please? Hi Alex, On Wed, Jul 23, 2003 at 02:06:48AM +0200, A.Loithaler wrote: > we have setup the recent OTRS rpms on a dedicated SuSE8.2 system. It > works fine so far, but there is one bug(?) which I couldn't work around > so far. Though all access data to POP3 boxes are correct following > happens when PostMasterPOP3.pl runs: > [...] > > Message: Can't process email with MessageID > <<004301c35090$80a278f0$c700a8c0@laptop>>! Please create a bug report > with this email (var/spool/) on http://bugs.otrs.org/! > > Traceback (13520): > Module: Kernel::System::PostMaster::NewTicket::Run (v1.38.2.1) Line: > 237 > Module: Kernel::System::PostMaster::Run (v1.31.2.2) Line: 206 > Module: main::FetchMail (v1.9.2.1) Line: 169 > Module: ./PostMasterPOP3.pl (v1.9.2.1) Line: 106 > > The perl script enters the boxes and finds some messages without > Ticket-id (as they are new and no follow-up messages) and seems not be > able to insert into the mysql tables. The mail disappears to nowhere... > > Who can help me out here? I did rtfm a lot of time but found no hint :-( I can help. I do need the email with message id <004301c35090$80a278f0$c700a8c0@laptop> from your POP3 account. Create an bug report on htt://bugs.otrs.org/ add the email or bounce it to me. > Alex > ------------ > Antserver GbR > http://www.antserver.de -Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- _______________________________________________ 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

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