- otrs - OTRS mailing lists

Pb with old mail
by claude 09 Mar '15

09 Mar '15

Hi, Everyday I have error : /Can't process email with MessageID <<20130416095744.F1FEC12D8003(a)xxxxxxx.xxxx.xx>>! Please create a bug report with this email (From: MAILER-DAEMON(a)mx1.ovh.net, Located under var/spool/problem-email*) on http://bugs.otrs.org/!, Got a packet bigger than 'max_allowed_packet' bytes, SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_in_reply_to, a_references, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, current_timestamp, ?, current_timestamp, ?)'/ This message refers to a old deleted ticket. In /var/spool/problem-email/ I have two files named /"problem-emailxxxx". /Can I delete this files and does this action solves this problem ? Thanks and regards. Claude

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ITSM-CIAttributeCollection for OTRS 4 ready to download
by Anna Brakoniecka 06 Mar '15

06 Mar '15

Hello, we've published ITSM-CIAttributeCollection for OTRS 4 lately and you can download it for free from our website: http://www.cape-it.de/en/download/free-additional-otrs-modules.html This package provides additional CI-attributes. Additionally, we've fixed error in refresh links for CIClassReference, we've fixed CMDB-Search with TicketReference attributes, and it's possible to have more precise description on type DynamicField. If you have any hints or improvement suggestions, please contact us anytime. Kind regards, Anna ** Visit us at the CeBIT fair in Hannover ** ** 16th-20th March 2015, Boot H16/015 in hall 6 ** ** http://www.cape-it.de/cebit-en ** Anna Brakoniecka c.a.p.e. IT GmbH - ...cape it easy Schönherrstr. 8, D-09113 Chemnitz http://www.cape-it.de/ Tel: +49 371 27095 620 Fax: +49 371 27095 625 AG Chemnitz - HRB 23192 Geschäftsführer Rico Barth, Thomas Maier

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OTRS 4.0.6 PostMaster hanges
by Jakub Szczepańczyk 05 Mar '15

05 Mar '15

Hi, we have problem with PostaMasterMailbox hanged up. We use 4.0.6 on Windows but same situation was on 3.3.8. Mail configuration have POP3S protocol set up. In OTRS log i found: [Wed Mar 4 15:50:07 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015030420000092/Mail2] created (TicketID=751,Queue=CC,Priority=3 normal,State=new) [Wed Mar 4 15:50:07 2015][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015030420000109/Mail2] created (TicketID=752,Queue=CC,Priority=3 normal,State=new) [Wed Mar 4 15:50:10 2015][Notice][Kernel::System::EmailParser::PartsAttachments] Totally empty attachment part (1 [Wed Mar 4 16:30:01 2015][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running [Wed Mar 4 16:40:01 2015][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running [Wed Mar 4 16:50:01 2015][Notice][Kernel::System::PID::PIDCreate] Removed PID (PostMasterMailbox/MAIL/5320, because 1 hour old! And after that OTRS start to get mails from the beginning. When OTRS work as i described above after few hours CPU of server is used in 100% by many of perl.exe processes. Any ideas? -- Jakub Szczepańczyk Inżynier Serwisu Alfavox Sp. z o.o. ul. 1 Maja 17 43-300 Bielsko-Biała Tel.: +48 33 822 43 06 Fax: +48 33 822 43 06 e-mail: j.szczepanczyk(a)alfavox.pl www.alfavox.pl Alfavox Sp. z o.o., 43-300 Bielsko-Biała, ul. 1 Maja 17, wpisana przez Sąd Rejonowy w Bielsku-Białej do rejestru przedsiębiorców VIII Wydziału Gospodarczego Krajowego Rejestru Sądowego pod numerem KRS 0000223533, NIP: 547-201-50-75, o kapitale zakładowym 50000zł opłaconym w całości.

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Re: [otrs] Dynamic fields in statistics
by Paolo Mosconi 05 Mar '15

05 Mar '15

Hi, upon further investigation and querying the database, it seems to me that there statistics' result with dynamic fields are incorrect. I'm able to make a query that yields the same result of a simple stat for ticket closed last month. The following query yields the same total and therefore I believe it is correct (I also cross checked a few data): select case when t.queue_id = 4 then 'Misc' else 'EDP' end as Coda, case when d.value_text = 1 then 'Informazioni' when d.value_text = 2 then 'Pagamento' when d.value_text = 3 then 'Consegna Espresso' when d.value_text = 4 then 'Consegna Tecnica' when d.value_text = 5 then 'Reso' when d.value_text = 6 then 'Carta Fan' else d.value_text end as TipoRichiesta, count(t.id) as Ticket from ticket t join dynamic_field_value d on d.object_id = t.id where t.queue_id in (4, 5) -- MISC, EDP and t.ticket_state_id = 2 -- Closed Successful and d.field_id = 3 -- TicketType and t.change_time between '20150201' and '20150228' group by t.queue_id, TipoRichiesta Aside for the duplicated dynamic field value rows (which I now believe I understand) the stat result is totally inconsistent with the above. paolo mosconi Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/> From: Paolo Mosconi Sent: giovedì 5 marzo 2015 12:14 To: 'otrs(a)otrs.org' Subject: Dynamic fields in statistics Hi, I created a new stat to show number of tickets by a dynamic field (request type) on X axis and status on Y axis. One of the dynamic field values is repeated twice in the report, i.e. there are two columns, and I would like to know why ... It might not be related, but the repeated value is the default one. I'm using OTRS 4.0.1. Any idea? Thanks Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/>

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Statistic for number of articles
by Paolo Mosconi 05 Mar '15

05 Mar '15

Hi, In OTRS 4 I'd like to create a stat showing the number of articles associated with tickets. Ideally I'd like to have the max and average number of articles for tickets closed in a specified period of time. Is this possible? Thanks in advance paolo mosconi Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/>

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Dynamic fields in statistics
by Paolo Mosconi 05 Mar '15

05 Mar '15

Hi, I created a new stat to show number of tickets by a dynamic field (request type) on X axis and status on Y axis. One of the dynamic field values is repeated twice in the report, i.e. there are two columns, and I would like to know why ... It might not be related, but the repeated value is the default one. I'm using OTRS 4.0.1. Any idea? Thanks Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via A. De Gasperi, 126 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it> www.virtualrecruiter.it<http://www.virtualrecruiter.it> www.wiffi.it<http://www.wiffi.it/>

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(no subject)
by Sergey Shumakher 04 Mar '15

04 Mar '15

HI! I installed OTRS4 and playing with the settings. I rename the group "admin". The next entry is not possible to get to the administration section. There is simply no links in the interface. If the URL directly dial an error "Message: No Permission to use this frontend module!" Search issued a decision to restore directly in the database UPDATE group_user SET permission_value = 1 WHERE user_id = 1 AND group_id = 2 AND permission_key = 'rw'; But I like in these tables have all the rights mysql> SELECT * FROM group_user; +---------+----------+----------------+------------------+---------------------+-----------+---------------------+-----------+ | User_id | group_id | permission_key | permission_value | create_time | create_by | change_time | change_by | +---------+----------+----------------+------------------+---------------------+-----------+---------------------+-----------+ | 1 | 1 | rw | 1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | | 1 | 2 | rw | 1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | | 1 | 3 | rw | 1 | 2015-02-19 08:06:39 | 1 | 2015-02-19 08:06:39 | 1 | | 2 | 1 | rw | 1 | 2015-02-19 10:30:53 | 1 | 2015-02-19 10:30:53 | 1 | | 2 | 2 | rw | 1 | 2015-02-19 10:30:53 | 1 | 2015-02-19 10:30:53 | 1 | | 2 | 3 | rw | 1 | 2015-02-19 10:30:53 | 1 | 2015-02-19 10:30:53 | 1 | +---------+----------+----------------+------------------+---------------------+-----------+---------------------+-----------+ Here are 2 of my User mysql> SELECT id, login FROM users; + ---- + ------- + | Id | login | + ---- + ------- + | 1 | admin | | 2 | ssv | + ---- + ------- + Where else to look?

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How to split a ticket
by claude 02 Mar '15

02 Mar '15

Hi, A customer send one message with the same email address and same subject than an 3 years old ticket. My config : PostmasterFollowUpSearchInBody : Yes PostmasterFollowUpSearchInReferences : Yes This new message was considered like a follow up. But in this case it's wrong. So, can I split this ticket ? and how ? Thanks and regards Claude

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Services linked to Customer DB
by Luis Daniel Lucio Quiroz 28 Feb '15

28 Feb '15

Hi @ll! Currently I am setting up my own OTRS. And I have next scenario: - Many websites, each website has its own DB. Each Website represents a service. I have set up multiple Customer DB and users are able to log without problem. But I'd like that when user@website1 logs, he/she will see the service available automatically. When user@website2, he/she will see the other service. Is this possible? How? I have been reading perl code and manuals but I couldn't realize how. Regards Luis Daniel Lucio Quiroz CISSP, CISM, CISA Linux, VoIP and much more fun www.okay.com.mx Need LCR? Check out LCR for FusionPBX with FreeSWITCH Need Billing? Check out Billing for FusionPBX with FreeSWITCH

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Otrs Slow Response/lockup
by Ritchie, Dennis 26 Feb '15

26 Feb '15

Approximately every 2 days, I have to restart Apache and OTRS on my Centos 6.6, Mysql 5.6.16, Perl 5.10.1, and OTRS 4.03 System: This is due to the following: When I open up a browser window to log into the OTRS Application, I get a white screen, if I am already logged in and try to change screens, I get the spinning wheel of death. Restarting Apache gives me a login screen. I see in the Apache Access logs the following: "GET / HTTP/1.1" 302 26 "-" "Mozilla/5.0 (Windows NT 6.1; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/40.0.2214.28 Safari/537.36" And nothing in the error log at all. I am seeing this approx. the same time as when I have a system slowdown (I have the performance log turned on): Interface: Agent, Module: AgentTicketClose;TicketID=6208, Period: 2 minutes DATE REQUESTS MIN MAX AVERAGE 02/26/2015 10:34 1 926s 926s 926s Interface: Agent, Module: AgentTicketCompose&AJAXUpdate, Period: 2 minutes DATE REQUESTS MIN MAX AVERAGE 02/26/2015 10:34 1 926s 926s 926s Interface: Agent, Module: AgentTicketCompose&SendEmail, Period: 2 minutes DATE REQUESTS MIN MAX AVERAGE 02/26/2015 10:35 1 926s 926s 926s I am seeing this kind of response time in many different areas: Interface: Agent, Module: AgentSearch&AJAX, Interface: Agent, Module: AgentTicketAttachment;ArticleID Interface: Agent, Module: AgentTicketZoom;TicketID= Showing that the system is seeing a 15 1/2 minute time to do a job (if I am reading this correctly). Other than all of the interface(s) being the Agent, Module something, there is nothing else common between all of the slowdowns. Does anyone have any thoughts on where to look? Thank You Dennis Ritchie IT dritchie(a)mtcperformance.com<mailto:dritchie@mtcperformance.com> 847.485.3608 Direct | 847.303.0022 Main | 847.303.0397 Fax MTC Performance 1827 Walden Office Square, Suite 200 Schaumburg, IL 60173 MTCPerformance | spiffs․com

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