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Set watcher using SOAP
by Branislav Brna 20 Nov '15

20 Nov '15

Hello, we are generating tickets utilizing soap and we would like automatically set watcher for certain type of tickets on designated agents. I looked around and found this reference in API manual: TicketWatchSubscribe() to subscribe a ticket to watch it my $Success = $TicketObject->TicketWatchSubscribe( TicketID => 111, WatchUserID => 123, UserID => 123, ); I understand how this works, but I cant figure out how to call this through soap. Any suggestions? WIth regards Branislav Brna

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delete tickets
by Eugene Polyanichko 20 Nov '15

20 Nov '15

Hi, i'm using old otrs 3.1.7 and there is around 170k tickets, that I need to delete. I'm using generic agent, but the process is VERY slow. It takes around 5-10 second to delete one ticket and there is actually no load on hardware (load average: 0.25, 0.20, 0.12), everything is idle. Are there any ways to make this process faster?

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System Monitoring Acknowledgement Characters - %0D
by John O'Neill 20 Nov '15

20 Nov '15

Hi All, Firstly forgive me if this has been asked already, I have looked around but cant seem to find a conclusive answer to the question, I am coming back to OTRS after some years out so I may as well be a noob. We have OTRS up and running and Nagios is sending in alerts and clearing them down when they issue resolves in Nagios so all is well on that front. The problem we have is that when we lock the ticket it is supposed to send an acknowledgement to Nagios, - I can see this in the Nagios logs but the problem is that we are seeing some characters inserted after the hostname which is stoping the command executing, it looks like the following /nagios/cgi-bin/cmd.cgi?cmd_typ=33&cmd_mod=2&host=rimdub-dummy-03.rim.local%0D I cannot for the life of me figure out where the %0D is coming from, if anyone out there has seen this before I would really appreciate a pointer on how to get around this issue Many thanks, John

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OTRS ticket validation
by Rose Dowson 20 Nov '15

20 Nov '15

Hi, I want to know if I can create a ticket just for validation I mean when I create a new ticket for an agent just I need to reply with his validation not to let him write a text just click ok or Not ok . There is an option for OTRS solution can solve my problem ? I need your help please. Regards.

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can't close some tickets don't display the close option
by Underwood, John (DET-JMW) 19 Nov '15

19 Nov '15

I have a few tickets that we can’t close because the button is not there. It is probably obvious but after hours of looking I have to ask. Thanks John

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AutoWatch
by Rob Shears 19 Nov '15

19 Nov '15

Next question, which I can implement externally to OTRS without any real problem, but which for 'professional pride' I'd like to have part of the OTRS solution itself. Flow . Customer(a)domain.com opens a new ticket . Postmaster Filter grabs 'domain.com' and inserts header to tag as CustomerID . Ticket is created . Generic Agent grabs ticket, runs some rules to categorize service/sla/queue . Agents are notified 'ticket in queue' Now, that all works a treat. I want to do something a bit off the cuff however, but should be within the capability of OTRS I'd think. As well as agents who resolve tickets, all my account managers, who handle client relationships have agent accounts and access to OTRS. While I know they can manually go in and subscribe to tickets, I want to short circuit that step. Ideally, I want to email the account manager on a new ticket, give them the 'guts' of the tickets (top 10 lines of the email, service, SLA, originating address etc) and a quick-click link to subscribe to the ticket if they wish. 1 single email, they can get an overview and know if they need to be kept 'in the loop' via email on ticket updates. Some guy made an AutoWatch module for OTRS 3.x, it won't install on 4.x, I may have to modify it but at that point I'm probably just going to stick with doing this via stored procs and triggers on the MSSQL backend. I can kind of dummy it out with Generic Agent, stick it in a queue for the account manager, send a note-internal with a watch link (somehow, it is just a post action, can't be that hard right? o.O), then go through with further processing, but I'd have to manually come up with rules to do that for all the key customers, which is fairly inefficient and not very scalable or sustainable. Any guidance or pointers on a 'cleaner' way to do it? Cheers Rob.

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Issue with states and priority
by Rob Shears 19 Nov '15

19 Nov '15

Moving on from my last problems, I now have a new challenge that is causing me to pull my hair out. I have defined via the GUI a whole set of new ticket states (8 in total) and set to invalid all the default states (except new). I have gone through sysconfig and looked at everywhere that 'state' shows up, there are a bunch of places that list a set of states that are available as 'next states' on tickets, and I've filled those in with all my new states. Nowhere that a drop down list appears to select the 'next state' are my custom states presented. In most cases, due I guess to the above changes to mark invalid the default states, the dropdown lists are empty. I have also reconfigured the priorities, renaming the existing ones. In most cases, the new names are not reflected in drop down lists. I'd love some guidance on where the config went wrong, or what I can present to the group to assist in getting this working properly. Cheers Rob.

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Re: [otrs] OTRS 4, unable to start scheduler
by Branislav Brna 18 Nov '15

18 Nov '15

Hi, I already tried that with same results. One other thing that I discovered is that when I run ps -u otrs I get: PID TTY TIME CMD 27247 ? 00:00:00 otrs.Scheduler. Which stays there till I don't kill it manually. I created exactly same setup in virtual machine that is running MYSQL where scheduler is working just fine. Could MSSQL be causing scheduler not starting? Also any idea why are error log files created, but empty? On 16 November 2015 at 16:07, bahram salim <salim.bahram(a)hotmail.fr> wrote: > Hello, > > try otrs.Scheduler.pl <http://otrs.scheduler.pl/> -a start -f > > ------------------------------ > Date: Mon, 16 Nov 2015 15:12:17 +0100 > From: branislav.brna(a)gmail.com > To: otrs(a)otrs.org > Subject: [otrs] OTRS 4, unable to start scheduler > > Hello, > I just freshly installed OTRS4 for client on Centos 6.5 with MSSQL. I > managed to get database connection working, but for some reason that I cant > figure out I am unable to get Scheduler running. I can start Cron fine, but > when I try to run otrs.Scheduler.pl <http://otrs.scheduler.pl/> -a start > and then otrs.Scheduler.pl <http://otrs.scheduler.pl/> -a status I am > still getting Not running! I also found multiple error logs in /var/log/ > folder with name SchedulerERR, but all log files are empty. Any idea what > might be causing this behavior? > > Branislav > > --------------------------------------------------------------------- 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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OTRS 4, unable to start scheduler
by Branislav Brna 16 Nov '15

16 Nov '15

Hello, I just freshly installed OTRS4 for client on Centos 6.5 with MSSQL. I managed to get database connection working, but for some reason that I cant figure out I am unable to get Scheduler running. I can start Cron fine, but when I try to run otrs.Scheduler.pl <http://otrs.scheduler.pl/> -a start and then otrs.Scheduler.pl <http://otrs.scheduler.pl/> -a status I am still getting Not running! I also found multiple error logs in /var/log/ folder with name SchedulerERR, but all log files are empty. Any idea what might be causing this behavior? Branislav

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Missing characters in Ticket Notifications
by Yılmaz Bilgili 12 Nov '15

12 Nov '15

Dear list members, I upgraded my setup to otrs 5 patch level 2 from otrs 4x. For now, the only problem I have is with some Turkish characters in Ticket Notifications. There is no problem while typing the text. But after saving, some characters lost even I use default or unformatted template. Any help is appreciated. Best regards, YB

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