- otrs - OTRS mailing lists

OTRS load and scalability?
by Katta, Lokesh Katta Subramanyam 05 Jun '09

05 Jun '09

Hi All, Has anyone tried to load test OTRS. I would be interested to know the results and the hardware used. We have a requirement with 100 concurrent users using the system. We are testing on an Intel Pentium 3ghz with 2gb ram. But the cpu and memory usage are hitting top near(100%) when we try to load 100 concurrent users and the system becomes slow. I do think that we may have to test on a better hardware, but would be interested to know any other experiences. Also would be interested to know any tuning options to increase the performance. Thanks again for any kind of help. Best Regards, Lokesh K S Banking and Investment Group CGI - India T: +91-80-6642-2041 C: +91-998-008-0090

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How “ZZZAuto.pm” can stop OTRS from sending mail?
by Afshar Mohebbi 05 Jun '09

05 Jun '09

Dear friends, I recently encountered problems sending mail from OTRS by SMTP. Root cause of problem was that mail server did not need user name and password for SMTP I commented related entries in config.pm but the error still existed. I found unwanted entries reside in ZZZAuto.pm. In other other hands config.pm were not OVERRIDING ZZZAuto.pm in this special case! I described my experience in a blog post: http://afsharm.blogspot.com/2009/06/how-zzzautopm-can-stop-otrs-from.html Hope help somebody Afshar Mohebbi http://afsharm.blogspot.com/

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Joomla Integration
by Damian and Maggie 04 Jun '09

04 Jun '09

I have searched the archives as well as googled it but can't find anything about a Joomla integration for OTRS. Is there such a thing? I know I can set OTRS to use the Joomla database but I want at least to have single sign-on (ie log into Joomla and be able to access OTRS without another log in) but would be nice to have more integration than that (especially in terms of appearance and language). Any help would be appreciated Damian

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What is difference between PostMaster.pl and PostMasterMailbox.pl?
by Afshar Mohebbi 04 Jun '09

04 Jun '09

Hi, Does anyone knows what is difference between PostMaster.pl and PostMasterMailbox.pl? I was used to run PostMaster.pl to check mail and inserting them in OTRS but recently it just hangs forever without showing any activity. While PostMaster.pl hangs every time but running my mail account POP3 is still possible in UI/AdminMailAccount. Now I am using PostMasterMailbox.pl instead and it runs well. But I'm wondering what is difference between them? Can I just use PostMasterMailbox.pl instead of PostMaster.pl for ever? I'm running OTRS in MS Windows platform. Kind Regards, Afshar Mohebbi

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Everybody may close tickets
by Markus Hummel 04 Jun '09

04 Jun '09

Hi, It is usually permitted to only the owner of a ticket to close it or to change the priority. Our head of department needs a possibility of changing these things without becoming owner first. So there is a possibility of doing this? Is there a possibility of permitting every agent always to close tickets? Is there another temporary solution to avoid this problem? Many thanks for your help. Best regards, Markus

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Duplicate customer tickets
by Hiren Joshi 04 Jun '09

04 Jun '09

Hello all, Would it be possible to see how many open tickets a customer has while viewing a ticket? It would be useful for agents to know that a customer has opened (say) 2 more tickets by the time an agent gets to dealing with the first one. Many thanks, Josh.

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Postmaster Filter Issue
by tawanda＠broad-sat.com 04 Jun '09

04 Jun '09

Hi, I have set up a mail filter to ensure that mail matching specific Delivered-to and To headers is automatically moved to a specific queue by setting the X-OTRS-Queue header. However, this does not seem to work if I send mail to the OTRS system using a webmail client. The mail ends up in the Raw queue. With an Outlook-type client it works fine. What could be going wrong here? Regards, Tawanda

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OTRS and Active Directory
by Lakshan Fernando. 04 Jun '09

04 Jun '09

Hi, please can some one send me a working config; Auth Agents against AD and customers against with DB because all the customers need to have user account physical created on OTRS Thanks you Lakshan

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OTRS and Active Directory
by olivier.villegente＠sic.nc 04 Jun '09

04 Jun '09

Hi, I have recently install OTRS and I want connect it to my Active Directory. I have found an example in the docs but I don't see which file I need to edit, ... Can you help me ? Regards, _____________________ Olivier VILLEGENTE Administrateur système & réseau Société Immobilière de Nouvelle-Calédonie Tél : (687) 28.03.78 Fax : (687) 28.43.56 e-Mail : olivier.villegente(a)sic.nc

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Assigning tickets to a customer company
by Daniel Tangen - Trigcom AS 04 Jun '09

04 Jun '09

Hi, Is there any easier way to assign a ticket to a customer company? I now first have to go into the company tab and then search for a coompany. Then write down the company-id (our internal customer nr) and then go back to the ticket and enter in the customer-id. This also goes for creating phone tickets. I can search for the customer user but not customer-id?? Has anyone found a good solution for this? Thanks, Vennlig hilsen / Best regards Daniel Tangen IT Associate / Blackberry Technical Consultant Mob.: +47 48 40 00 14 dt(a)trigcom.no www.trigcom.no Trigcom AS Kronprinsesse Märthas plass 1 Po-box 1391 Vika N-0114 Oslo Norway ------------------------------- Sent from my BlackBerry® smartphone provided by Trigcom - www.trigcom.no

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