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OTRS - Major performance improvement!
by AL 14 Aug '14

14 Aug '14

A way to improve the performance of OTRS: "ALTER TABLE `otrs`.`dynamic_field_value` ADD UNIQUE `field_id` ( `field_id` , `object_id` )" Regards, Andre Luerssen

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Is there a way to set a dynamic field to NULL via a Generic Agent job?
by Bogdan Iosif 12 Aug '14

12 Aug '14

Hi all, The job config UI provides only a textbox which, if completed will lead to the DF being set to the completed value and if left empty will lead to the DF not being touched by the job. I'm hoping there's some magic value (i.e. __NULL__) which, if provided, will do what I need. Thanks, Bogdan

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Cycling dependancy in parent relationship
by Marwan Rabbâa 12 Aug '14

12 Aug '14

Hi, I have implemented relationship between ticket (parent/child). However, I have a problem. This schema is legal, against OTRS relationship : - A, parent of B - B, parent of C - C, parent of A The relationship C parent of A create a circular dependancy. Has anybody thought about a solution to avoid this dependancy. Regards,

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Can't login into fresh install, Windows 2012, IIS
by Elmar A. 07 Aug '14

07 Aug '14

Hi, I'm trying to install/configure OTRS on a Windows Server 2012 with IIS (and MSSQL as RDBMS). So far, the install itself succeeded, the database has been created etc. (i.e: I stepped through install.pl). But when I try to login with root@localhost and the given password the login-form just reappears, as if I just opened the page. If I enter a wrong password, an error message is shown "your password is wrong" etc. After a login with the correct credentials OTRS at least creates some rows in the sessions tables, so to some extent the login is being processed. Also, otrs.log contains one line for each "login": [Wed Aug 6 12:10:42 2014][Notice][Kernel::System::Auth::DB::Auth] User: root@localhost authentication ok (Method: sha256, REMOTE_ADDR: x.x.x.x). otrs.log.error has no specific errors (only "SecureMode active", because I tried to access install.pl). Is there a way to get a more verbose logging? I found something like $Self->{Debug} = 3; for Config.pm, but this logs only (a lot of) calls to Config.pm->Get into otrs.log.error. For me the problem looks like as if the server does not tell the browser about the session that's being created for the user: No Session-Key/redirect in URL, no Cookie sent in Response-Header (even after setting SessionUseCookie = 1;), and showing the login form as if I'm not logged in, i.e.: no valid session. What should usually happen after login? Which URL should be accessed, what does a valid URL with session key look like? I could try to manually type in the url with the session key from the database, maybe it's just a redirect problem? Or maybe someone has even a concrete idea what's wrong, googling for "login does not work" is not very productive. Greetings Elmar

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Disable sending e-mails when ticket response
by Alfredo Ricardo Morales Pérez 05 Aug '14

05 Aug '14

Hello, does any one knows who can I disable automatic sending e-mails when an agent respond a ticket? I only want to manage the tickets in my OTRS web platform and I want to disable this feature, I only want to send and email with an alert when a ticket have a response and a link with a quick acces to otrs. Also I want to disable ticket creation when a user send a email to postmaster, I only want to create tickets in OTRS web plataform. Thank you, have a great day!

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OTRS 3.3.8 auto lock
by Aaron Liu 05 Aug '14

05 Aug '14

Hi, I am using OTRS 3.3.8, and am experiencing an strange behaviour. I clicked Tickets -> Queue View -> Ticket number and then I navigated all of the sub menus, the ticket was locked by me after I clicked the Queue button (the button for moving tickets) but I didn’t click the “submit” button on the pop-up window. That is to say, I only browsed the pop-up window for the Queue and clicked the close button at the top right of the window, then the ticket was locked by me. Does it sound a right behaviour? Why is a ticked locked by just browsing some pop-up windows? Is there any config available to disable this? Thank you! Aaron

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Re: [otrs] different url company name, logo for customer portal in OTRS.
by Jan.Dreyer＠bertelsmann.de 04 Aug '14

04 Aug '14

Hi. Am 04.08.2014 um 13:14 schrieb Kiran Kotkar <kiran.k(a)spluspl.com<mailto:kiran.k@spluspl.com>>: We are 3 companies but we have a common OTRS tool with a common Database and we want our customers to see a different url company name, logo when they are on login page. Is it possible? Thank you for your time I solved a similar problem outside of OTRS with Apaches RewriteURL directive for the CSS. That won’t change the name though. Regards Jan Dreyer

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N-level relationship ?
by Marwan Rabbâa 30 Jul '14

30 Jul '14

Hi, I'm using OTRS 3.1.21 on a debian 7. I've noticed that I can link ticket with others as parent/child relation. However I wonder know if I can do this : - my parent - has a child - but also a grand child - and an other little child - .... Thanks,

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Find first response time and resolution time from table
by Darshak Modi(darshak.modi) 29 Jul '14

29 Jul '14

Hi Group, Can you please tell which table should be used ?Need to find two values from tables 1. First Response time 2. Resolution time as per SLA mins. Also, the resolution time should be as per SLA. Regards, Darshak

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Problem in creating event notification
by Jain, Saurabh 29 Jul '14

29 Jul '14

> Hi, > > Currently our OTRS setup is generating tickets based on incoming > emails. We want to add a notification to a particular email id e.g. > group(a)abc.com in case email contains a particular text e.g. "device: > abc". > > To solve this, we configured a postmaster filter to read the email > body and set X-OTRS-header 'X-OTRS-CustomerNo' to 'abc'. Now, I want > to create a event notification for new tickets and use this > X-OTRS-header in ticket filters but don't see any option like that. > Is this the right approach? If yes, how to create a event notification > on 'X-OTRS-CustomerNo'? > Regards, > Saurabh >

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