Hi Paul, On Tue, Jul 22, 2003 at 02:20:19PM +0200, Paul Rhein wrote:
We run OTRS 1.1.2 under Red Hat 8.0 on a 2-way compaq server, about 40 agents and ca. 400 tickets a day (mostly phone view for now) handeling 200 k customers.
First of all: OTRS is absolutely great, thanks for sharing it !!
Fine! :)
Been live with OTRS for about three weeks (and incrfeasingly happy about it) I have a few questions:
1) We get a lot of spam and virus detected mails which I procmail to the "Virus" queue. I wrote an GenericAgent.pm to "close-successfull" those tickets. Does the Generic Agent produce any log file or debug information ? If so where can I find it ?
There is no Generic Agent log file. You just can see it in the ticket history.
2) We also have a lot of faxes (as pdf attachements) entering into the system. Any experience with OCR (*.pdf to *.txt converters) and OTRS? Would you address this via Generic Agent and CMD ?
Like Stefan wrote, the best way would be to do this with procmail to generate the txt messages and then pipe it into your OTRS system.
3) I would like to see more lines under ADMINSTRATOR SYSTEM LOG.
In OTRS 1.2 you will be able to set the cache-log-size. Default is 4k. In future you can use a config option to change it: $Self->{LogSystemCacheSize} = 8*1024; And your ADMINSTRATOR SYSTEM LOG will be longer.
4) mysql I changed the customer_user table adding phone number and adress information then I loaded about 750 K records into customer_user. As a result the phone view "SEARCH CUSTOMER" took around 8 seconds to find the customer. I read some doc and then I added a few indexes in the db and changed the queries. I think this could be useful to other people too, I would like to share this, where should I post it ?
Post it on this list ... and I will take it to the doc... .-)
Can we migrate the db to mysql 4.0 ? Experience ? Is it scheduled ? What release ?
You can migrate the mysql 4.0. There should be no problem. Do you use innodb?
Thanks for the help and your soft. It is bitching good !
Thanks for your feedback! .->
Paul Rhein EPT Luxembourg
-Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ --