hi Marek,

u should check the Admin=> Queue, ur default queue setting,
Customer Owner Notify: set it to No.
result in the no notification to the customer.

--
regards:
Amanpreet Singh

On Thu, May 28, 2009 at 1:04 AM, <otrs-request@otrs.org> wrote:
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Today's Topics:

  1.  Max characters per faq (Emily Flynn)
  2.  getting 'open with...' window when using compose answer
     (email) (Craig Meirick)
  3.   stop Ownerupdate notification (Marek Bor)
  4. Re:  Max characters per faq (Michiel Beijen)


----------------------------------------------------------------------

Message: 1
Date: Wed, 27 May 2009 16:57:59 +0100
From: Emily Flynn <emily.flynn@zurichbank.com>
Subject: [otrs] Max characters per faq
To: otrs@otrs.org
Message-ID:
       <OFB821E3F7.6BB141EA-ON802575C3.00569606-802575C3.0057B551@email.zurich.com>

Content-Type: text/plain; charset="us-ascii"

Hi!

I am inputting a lot of information into the FAQ module at the minute, but
there seems to be a max amount of characters allowed in the Symptoms
dialog box.. how can I change this to increase the limit..?  I couldn't
see anything in the normal sysconfig section.

Thanks.


Kind Regards,

Emily Flynn

Junior IT Systems Administrator
Zurich Bank/Zurich Treasury Services Ltd
3rd Floor La Touche House
IFSC
Dublin 1

Tel:  00353 1 4179266
Fax: 00353 1 4179201
Mob: 00353 86 0864194
Email: emily.flynn@zurichbank.com
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Message: 2
Date: Wed, 27 May 2009 10:29:44 -0500
From: "Craig Meirick" <Meirickc@nicc.edu>
Subject: [otrs] getting 'open with...' window when using compose
       answer  (email)
To: otrs@otrs.org
Message-ID: <4A1D1617.12112.A7D2C0@Meirickc.nicc.edu>
Content-Type: text/plain; charset=US-ASCII

Hello fellow OTRS users,

I am using v. 2.3.4 and am trying to use the Compose Answer (Email) function to reply to
tickets. This is a fresh install and to my knowledge this particular function hasn't worked
before. When choosing to 'reply to' I get an Open With... dialog box to open a file 'Index.pl'

The URI that this link produces is:
http://10.10.1.44/otrs/index.pl?Action=AgentTicketCompose&ResponseID=3&TicketID=4647
&ArticleID=9402

Does anybody have any light to shed on this one?

TIA
Craig

>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>
Craig Meirick, Help Desk/PC Support
Northeast Iowa Community College -- http://www.nicc.edu
<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<


------------------------------

Message: 3
Date: Wed, 27 May 2009 14:13:22 +0000
From: Marek Bor <marekbor@hotmail.com>
Subject: [otrs]  stop Ownerupdate notification
To: <otrs@otrs.org>
Message-ID: <BAY104-W270E23EE8F072B1656D993C0530@phx.gbl>
Content-Type: text/plain; charset="iso-8859-2"


Hi,
We are using OTRS v.234 - great ticket troubling systemJ.
Changing owner of a ticket triggers an Ownerupdate and an Addnote notification - both are send by emails to the new owner. I do not need this feature but I can not block/disable it in any way either.
Does an OTRS Expert would be so nice and give me a hint how to stop this automatic notification?
Best regards
Marek
_________________________________________________________________
U?ywasz Messengera? Korzystasz tak?e z Windows Live. Dowiedz si? wi?cej.
http://www.microsoft.com/poland/windows/windowslive/
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Message: 4
Date: Wed, 27 May 2009 21:33:46 +0200
From: Michiel Beijen <michiel@beefreeit.nl>
Subject: Re: [otrs] Max characters per faq
To: "User questions and discussions about OTRS." <otrs@otrs.org>
Message-ID:
       <9eda38a40905271233t58fecb16o2716b14bfdfa5347@mail.gmail.com>
Content-Type: text/plain; charset="utf-8"

Hi Emily,

You did not mention what FAQ version and database make/model you are using,
but on MySQL the fields are defined as "text" which makes it not able to
hold more than 2^16 characters. It will truncate the string and not tell
you. If you'd save the FAQ article and open it, it will 'only' display the
first 65000 characters, the rest will be gone...

I have inserted some large chunks of Kafka into new FAQ entries on my test
environment. The Symptom field is stored in the field called f_field1 on the
faq_item table, as is defined in Admin > Sysconfig > FAQ > Core::Item >
FAQ::Item::Field1. The fields are limited at 65535 characters, to be
precise.

mysql> select length(f_field1) from faq_item;
+------------------+
| length(f_field1) |
+------------------+
|               31 |
|              107 |
|              168 |
|            65535 |
|            65535 |
+------------------+
5 rows in set (0.00 sec)

Then I found this post about the storage capacities of 'text' type fields in
mysql: http://simonwillison.net/2002/Aug/1/mysqlTextLimits/

That made me wonder if this is present in more places in OTRS:

mysql> select table_name, column_name from information_schema.columns where
data_type = 'text';
+-------------------+---------------+
| table_name        | column_name   |
+-------------------+---------------+
| article           | a_from        |
| article           | a_reply_to    |
| article           | a_to          |
| article           | a_cc          |
| article           | a_subject     |
| article           | a_message_id  |
| article_search    | a_from        |
| article_search    | a_to          |
| article_search    | a_cc          |
| article_search    | a_subject     |
| article_search    | a_message_id  |
| auto_response     | text0         |
| auto_response     | text1         |
| auto_response     | text2         |
| faq_item          | f_keywords    |
| faq_item          | f_field1      |
| faq_item          | f_field2      |
| faq_item          | f_field3      |
| faq_item          | f_field4      |
| faq_item          | f_field5      |
| faq_item          | f_field6      |
| notifications     | text          |
| salutation        | text          |
| sessions          | session_value |
| signature         | text          |
| standard_response | text          |
+-------------------+---------------+
26 rows in set (0.12 sec)

But as you can see only in places where it makes sense (at least to me) the
'text' type is used... *except* in the faq_item table. Personally, I find
symptoms of > 65535 bytes a bit long but I think that should be possible.
Also I think it the Problem and Solution fields should be able to handle
real long amounts of text and AT LEAST the system should complain instead of
silently truncating your texts.

As a quick hack, you could change the field type in the database to
'mediumtext' type which can keep a maximum of 2^32 characters which is about
4.294.967.296.

mysql> alter table `faq_item` change `f_field1` `f_field1` MEDIUMTEXT;
Query OK, 5 rows affected (0.14 sec)
Records: 5  Duplicates: 0  Warnings: 0

You'd probably want to do the same to the fields f_field2 ("Problem") and
f_field3 ("Solution").

The field lenghts are defined in the OPML file which is here:
ftp://ftp.otrs.org/pub/otrs/packages/FAQ-1.5.4.opm - there you see the
fields are defined as storing 20000 characters, MySQL then creates them with
the 'text' datatype.

I would like to ask you if you can file this bug in Bugzilla (
http://bugs.otrs.org) so it may be resolved in the next version of the FAQ
module.

Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl


On Wed, May 27, 2009 at 17:57, Emily Flynn <emily.flynn@zurichbank.com>wrote:

>
> Hi!
>
> I am inputting a lot of information into the FAQ module at the minute, but
> there seems to be a max amount of characters allowed in the Symptoms dialog
> box.. how can I change this to increase the limit..?  I couldn't see
> anything in the normal sysconfig section.
>
> Thanks.
>
>
> Kind Regards,
>
> Emily Flynn
>
> Junior IT Systems Administrator
> Zurich Bank/Zurich Treasury Services Ltd
> 3rd Floor La Touche House
> IFSC
> Dublin 1
>
> Tel:  00353 1 4179266
> Fax: 00353 1 4179201
> Mob: 00353 86 0864194
> Email: emily.flynn@zurichbank.com
> ---------------------------------------------------------------------
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/
>
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