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Re: [otrs] Deleting tickets after switching from runtimedb to sta ticdb
by Sune T. Tougaard 31 May '10

31 May '10

Hi again, Well, a week and a weekend more with only the upgraded installation doesn't seem to bulk-delete as mentioned below. Can anyone then confirm (or deny) that the bulk-deleting in the log is supposed to happen after switching ArticleSearchIndex and IndexAccelerator to "StaticDB"? -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 26. maj 2010 08:22 To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets after switching from runtimedb to sta ticdb I will try doing the upgrade without touching the ArticleSearchIndex and IndexAccelerator settings for now. Hopefully that can give me a clue to where the problem is. Thanks. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Sune T. Tougaard Sent: 26. maj 2010 08:07 To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets after switching from runtimedb to sta ticdb Thanks Nils, I'm running on a Windows install, so i can't follow it to the letter, but the database upgrade and migration scripts have certainly been executed. Also, I'm not sure whether running the migration script as the OTRS user really matters on a Windows installation. These have been run as Administrator one of the times and the otrs user the other. Thanks for any further input you can send my direction. -- /Sune T. From: otrs-bounces(a)otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: 26. maj 2010 03:09 To: User questions and discussions about OTRS. Subject: Re: [otrs] Deleting tickets after switching from runtimedb to staticdb Hi, On 25.05.2010, at 02:05, Sune T. Tougaard wrote: I've been doing some upgrade tests on our OTRS installation, currently running 2.2.4. After upgrade to 2.4.7, and running the "Support Assessment" I noticed that the ArticleSearchIndex and IndexAccelerator should be set to "StaticDB". I did, and rebuilt the indexes as mentioned in the documentation. However, after doing this, it appears that one of the cron jobs starts to bulk-delete a lot of tickets in the database. Since this is an upgrade and I'm trying to cover my behind, I'm a bit unsure whether it's a problem with the existing generic agents for example, or if it's supposed to behave like that after switching to "StaticDB". Late last week, I did another test-upgrade and the log file have grown to 11mb over the weekend. Some of the entries that I'm worried about looks like this: [Mon May 24 05:44:39 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2081000/80575). There are many many entries like this with different ticket IDs of course. I do have a few generic agents that does some delete actions, but certainly not to fill the log to 11mb. Also, SQL'ing my way in the original installation to the tickets being deleted, shows that the tickets are definitely not among those I'd like the generic agents to handle. Later in the log a substantial amount of these shows up: [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (85224)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::HistoryAdd][6265] Column 'queue_id' cannot be null, SQL: 'INSERT INTO ticket_history (name, history_type_id, ticket_id, article_id, queue_id, owner_id, priority_id, state_id, type_id, valid_id, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)' [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::IndexAccelerator::StaticDB::TicketLockA cceleratorAdd][213] Need TicketID! [Mon May 24 05:57:22 2010][Error][Kernel::System::Ticket::TicketGet][997] No such TicketID (83884)! [Mon May 24 05:57:22 2010][Error][Kernel::System::Queue::QueueGet][751] Need ID or Name! [Mon May 24 05:57:22 2010][Notice][Kernel::System::GenericAgent::_JobRunTicket] Delete Ticket (2085527/83884). Also with different ticket IDs. Can anyone shed some light on this? I've postponed my update twice, because I started seeing this behavior and I'd really like to get 2.4.7 rolling, as there are many improvements we'd like to get our hands on. If you say this is normal after switching to StaticDB after having used RunTimeDB for quite a while, I can calm a bit down and go forward. Thanks a lot for your input. Did you follow strictly the UPGRADE processes as written in the file UPGRADE ? Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck(a)leidex.net <mailto:nils.leideck@leidex.net> nils.leideck(a)otrs.com <mailto:nils.leideck@otrs.com> <http://webint.cryptonode.de> http://webint.cryptonode.de / a Fractal project

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No 'Server' or 'Socket' specified
by Siva Prasad 31 May '10

31 May '10

Hi All, I'm getting the below error after configuring webmail in my preferences..Can some one help me out in resolving the issue. Software error: No 'Server' or 'Socket' specified at C:/PROGRA~1/OTRS/OTRS/Kernel/cpan-lib/Mail/IMAPTalk.pm line 455. For help, please send mail to the webmaster (webmaster(a)somenet.com) giving this error message and the time and date of the error. Thanks Siva Prasad

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folders default when logging in
by Stian Antonsen 31 May '10

31 May '10

Hi, I was wondering if it is possible to change to folder view when you log on in otrs as default instead of dashboard view M.V.H Stian-Andre Antonsen IKT-Konsulent Høgskolen i Harstad Tlf: 77058177 Mob: 95041223

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Connect Services to Customer Company
by Anders.Bakke＠hibu.no 31 May '10

31 May '10

Hi I got a lot of "services" I want to link to "Customer Company". How do you do that? Vennlig hilsen / Kind regards Anders Bakke [cid:image001.png@01CB00A0.65786EF0] It Konsulent / It consultant IT Drammen / IT Drammen ________________________________ Postboks 7053 N-3007 Drammen Anders.Bakke(a)hibu.no<mailto:Anders.Bakke@hibu.no%20> www.hibu.no<mailto:www.hibu.no%20> Dir. Mob. Tel. Fax. +47 32 20 64 99 +47 97 57 36 11 +47 32 20 64 00 +47 32 20 64 10

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How to restrict customer users to a single queue through customer portal
by Silver springs 31 May '10

31 May '10

Hi , Could anyone please help in the following issue ? I need to have customer users of the same company to have access to only one queue through the customer interface. I have tried the following steps but could not make it work . I know Im almost there but am missing something in the process. Steps : 1. Created a group for the customer users of the company. 2. Then created a queue and selected the newly created group for this queue. 3. Created a new customer user . 4. Newly created customer user is displayed in Customer User<>Groups. 5. In Customer User<> Group, selected the newly created user and gave permissions (RO, RW) to only the newly created group. ( Also selected group and enabled permissions to that newly created customer ). 6. Now logged into customer portal with the newly created customer credentials and when I tried to create a ticket, in 'To' drop down box, I see all the queues of my system where I shud only see that particular queue to which the group is assigned to. I need to restrict the customers to see only a single queue and not other queue's. Please help ! Thanks WInter

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Handling Customers w/ multiple emails...?
by Mike Morris 30 May '10

30 May '10

We've been using email addresses as customer IDs, which frequently leads to duplicate CustomerIDs for the same person if they have multiple email addresses. I see that this is a common issue, with a "bug" report filed: http://bugs.otrs.org/show_bug.cgi?id=3770 The bug includes a comment that: "a 'dirty' solution could be to store the userid and e-mail address in a new database and have the postmaster search field use that table. This is of course not optimal. " I'm willing to live with a sub-optimal solution, but I have no idea what this comments means :-) Can anyone elaborate? Thanks, Mike Morris The Music Place 1617 Willowhurst Avenue San Jose, CA 95125 (408) 445-ARTS (2787) ------------------------------------ Your Random Quote: I have never been so well pleased, as when I could shift power from my own, on[to] the sholders of others; nor have I ever been able to conceive how any rational being could propose happiness to himself from the exercise of power over others. - Thomas Jefferson, January 26, 1811, letter to Monsieur Destutt de Tracy ------------------------------------

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How to configure webmail in OTRS
by Siva Prasad 30 May '10

30 May '10

hi , I have OTRS 2.4.7 please let me know how can i configure webmail on OTRS. Thanks Siva Prasad

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Attachments in OTRS
by ravi shanker 30 May '10

30 May '10

Hi, Need help on attachmentsusing soap api.any example in any langauge would help. Regards Ravi Shankar

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newbe questions: Sort Tickets / Ticket Navigation, Change the Ticket Status, Search for forgotten Tickets, Color Schemes
by mb 29 May '10

29 May '10

Hi all, I am an otrs newbie evaluating it for about a month. Researching the online documentation doesn't answer the following questions: - What's the search order within the dash board / the ticket search page / the list of blocked tickets. Is there any way to change it (just by a click)? - I am linking tickets like a tree (parent / child). Is there any way to show all tickets linked to a specific root ticket / to display graphically the tree? - I found a way to move a ticket from "new" to "open" just by blocking / unblocking it, that's ok. What actions are necessary to move a ticket from "waiting" back to "open" - Is there any filter to see all unblocked tickets, i.e. "forgotten" tickets? - The color scheme for the ticket search page: The inverse headline isn't an eye catcher really, it's always the last line I am recognizing ... What other color scheme are available? Thanks for now mb I am using otrs 2.4.7 on a linux server

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ITSM configuration and best practices
by Jason B. Loven 29 May '10

29 May '10

So we've been using OTRS for several years for our ticketing system. It's been working very well for us and thank you to all the hard work by the developers! Is there a good resource for learning how to get started in setting up ITSM in general? I've read through the OTRS docs and have it installed but now I'm trying to determine how best to implement it as far as setting up the service catalog and various other components. Thank you, Jason Loven Manager - Technical Services Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: jloven(a)caisoft.com<mailto:jloven@caisoft.com> Web: http://www.caisoft.com/<blocked::http://www.cainetserv.com/>

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