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Double follow up notifications because Agent is in CC of Auto follow up
by Erik van Ast 15 May '14

15 May '14

Hi everyone, We have been using OTRS many years ago on an OpenSUSE system, but we have it installed on a Windows Server now. I created a new database, so everything is new without any imported history. Everything seems to work fine, but I have 1 annoying problem. When an agent replies to a notification (for a new ticket for example) and the server imports the email into the ticket, the customer gets an auto follow up like I want, but the agent also gets that email because the agent is in CC. This is something I’d rather not have, because the agent already gets an Agent Notification, so the agent now gets 2 messages. This doesn’t happen when a customer replies, in that case the agent only receives the Agent notification (Agent::FollowUp)… Can someone tell me if it’s possible to remove the Agent from the CC of the Auto response (Auto follow up)? Kind regards, Erik Met vriendelijke groet / Kind regards / Mit freundlichem Gruß, _______________________________________________________________ [http://eu.suzohapp.com/img/logo/mail_suzo_small.gif] Erik van Ast SUZO-HAPP GROUP | Systems Administrator Office: +31-(0)186-643333 | Fax: +31-(0)186-643377 Erik.van.Ast(a)suzohapp.nl | www.suzohapp.nl NL

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Re: [otrs] otrs speed consideration
by Mark Dissington 14 May '14

14 May '14

>>> On 30/03/2014 at 16:53, Mimiko <vbvbrj(a)gmail.com> wrote: > Hello. > > Finally I managed to install and set-up a working OTRS v.3.3.6 to work > without any memory leaks. It's working now stable. But the speed is very > poor. For a customer to view any ticket, it must wait more than 10 sec. > This is very much time. I verified that perl and modperl are used. DB is > on separate host with good performance in mysql. > > Monitoring with top, htop and iotop does not show very much CPU or HDD > utilization. There is 4 cores and it seems that otrs uses only one core. > Rarely CPU is 100% in use. Also HDD use is less than 20MB/s. > > Where to dig to improve performance? > Thanks Are you using virtualisation, specifically hyper-v with linux based hosts running MySQL, and if so, what chips do your NICs run? If they're Broadcom and all of the above boxes are ticked turn off VMQ on the chips. There is a bug in the Broadcom drivers that causes some major slowdowns. Have a look at these. http://datacenter-flo.de/?p=1469 http://social.technet.microsoft.com/Forums/windowsserver/en-US/b7e50892-2ff… http://en.community.dell.com/techcenter/virtualization/f/4472/t/19484292.as… http://technet.microsoft.com/en-us/library/gg162696%28v=ws.10%29 http://fundamentallygeek.blogspot.co.uk/2012/11/slow-network-access-within-… http://www.larmib.com/2013/hyper-v-virtual-machine-very-slow-network-vmq-br… http://blog.osmicro.org/hyper-v-virtual-machine-very-slow-network-vmq/ BR, Mark. Netmania IT Limited Registered in England No: 4039293 Registered Office: Units E & F, Stowe Court, Stowe Street, Lichfield, Staffordshire, UK, WS13 6AQ VAT Reg No: 765 6677 74 This electronic message contains information from Netmania IT Ltd which may be privileged and confidential. The information is intended to be for the use of the individual(s) or entity named above. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic message in error, please notify us by telephone or email (to the number or address above) immediately. Activity and use of the Netmania IT Ltd's email system is monitored to secure its effective operation and for other lawful business purposes. Communications using this system will also be monitored and may be recorded to secure effective operation and for other lawful business purposes. -- Scanned by iCritical.

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Create custom reports from the OTRS database for Support
by Neeraj Kumar 13 May '14

13 May '14

This will entail a webpage allowing Support to do custom reports from the OTRS MySQL database. The first report they will need is one that give the following information. Sub ID Co ID Login User full name Owner of the ticket Ticket type Ticket subject Full body of email ticket and the corresponding messages Full body of the phone ticket When the ticket was open When the ticket was closed When/if the ticket was escalated Duration from open to closed

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OTRS querys to AD taken as DoS by Antivirus (Trend Micro)
by Alvaro Cordero 12 May '14

12 May '14

Hello, We have an installation of OTRS 3.1 with KIX4OTRS lastest for the version running on CentOS 5.9, mysql and apache, using LDAP Auth on Windows AD 2008. Few months ago we started to see intermitent connection problemas to AD Server, eventually it was narrowed down to when a normal search or a custom report was run. System logs only showed that there was no connection with AD Server and with no reason after a while connection was regained. Finally we found out that the antivirus was detecting our connection attempts to AD Server as DoS and it was blocking our OTRS. What we see is that everytime a ticket is looked for or a search is run, the system sends hundreds of requests to the AD Server, especially when querying customer info. We have seen this happening in all other systems with AD, but this is the first time it gets blocked. Antivirus was Trend Micro and after stoping the antivirus the issue stopped. We have other instances running on different environments and haven't seen this behaviour anywhere else. So we are wondering if this could have been that the antivirus parameters were to sensitive or if our instance was sending more requests thant expected by the AD Server. Has anyone seen this kind of issue. -- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro(a)gridshield.net www.gridshield.net

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Groups for customers.
by Mimiko 12 May '14

12 May '14

Hello. I created multiple queues with a group for each. I enabled customers group and specified the customers to be in all groups for queues. If I create another queue with a group, then customers will not have access to this queue until I add each customer to the new group. I know I can add this new group to the autoconfiguration, but if there is much more groups? How to allow all customers automatically access to all groups and therefore to queues without reconfiguring accesses? Disabling customer's group support denies access to any queue for customers. -- Mimiko desu.

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Escalation
by Simon Allison 09 May '14

09 May '14

Hi, We have setup Queue escalation with OTRS, We did enable email notification with the GenericAgent.pm config, but the emails go to everyone on the queue, is there anyway we can just set it to an email address? Simon Allison South Downs College ********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College. **********************************************************************

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Customer user log in
by Dargai Gabi 08 May '14

08 May '14

Hi, I created agents and customer users in OTRS but only the agents can be used to log in. How is it possible to log in with customer users? Thanks in advance!Gabi Dargai

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Can Win Installer for OTRS 3.3 deploy on Apache & Strawberry? Any experiences with IIS & ActiveState?
by Bogdan Iosif 08 May '14

08 May '14

Hi everyone, Looking at OTRS 3.3 admin manual, Ch 2, Using the Windows Installer<http://otrs.github.io/doc/manual/admin/3.3/en/html/installation.html#instal…>I see the following: Important: The Windows installer for OTRS contains all needed components > for OTRS, i.e. the Apache web server, the MySQL database server, Perl (with > all needed modules) and cron for Windows. However you can also use it to > set up OTRS on the Microsoft IIS Web Server instead of on Apache. > > Since I've been running OTRS 3.2.3 decently in production for ~14 months, on Windows, on Apache & Strawberry, with ~150 customers & ~50 agents, I would like to keep this combo of OS, web server and Perl runtime. Unfortunately, the latest otrs-3.3.6-win-installer-3.0.5.exe deploys directly on IIS & ActivePerl and never asks me about anything except the db backend. - Is it possible to deploy Apache & Strawberry with the Win installer, as claimed in the admin manual? - Anyone has positive / negative experiences to share about running on IIS & ActiveState? I loath changing the whole underlying platform and running the risk of having to rollback everything if performance is an issue in the new configuration. Thanks, Bogdan

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Question about fetching mail
by Mark Campbell 07 May '14

07 May '14

So I have a fairly perplexing problem. I have OTRS 3.1.11 setup on a CentOS6 Virtual Machine, and under our normal email flow (<100 messages/day), the system works like a charm. However, once a month, we hit a spike in emails, to the tune of 10,000 in a day. Most of these emails are automatically generated by our system, and are merely informational in nature. I have filters in place to filter them to different queues and in many cases, automatically close them. However, OTRS cannot keep up with downloading them, as apparently every time it fetches email, it only fetches about 10-30 (variable) messages at a time. Obviously, at 10 minutes in between fetch times, this is almost incomprehensibly slow. But even at 1 minute fetch intervals, our system can't keep up. How can I tell it to grab all messages at fetch time? I've resorted to repeatedly clicking on fetch mail in the admin section under PostMaster Mail Accounts, and even that can take hours when you find that there's 7,000 in the mail queue. Any help would be appreciated. Thanks, Mark Campbell Systems Administrator

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Re: [otrs] Client includes multiple queue email addresses in email; only goes to one
by Leah Kelly 02 May '14

02 May '14

Not sure why David's question is running into my thread - it does not fit, unrelated. Please fix. How about I ask the question this way: If I am indeed set up this way (each mailbox is fetched independently AND each independent mailbox is set to always go to a certain queue), why didn’t the ticket get created in all of the queues to which it was sent?

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