[otrs] [SOLVED] constant long delay in AgentRespond AgentTicketCompose

13 Jul 2007

      Hello List,

I've solved the problem with the constant long delay on Agent Respond.

The problem was a misconfigured DNS setup. The first DNS in the /etc/ 
resolv.conf wasn't reachable and caused a TCP timeout of app. 10 sec.  
When an agents clicks on the response by email link then the OTRS  
seems to check if the sender domain name exists in the DNS. If there  
is a problem in the DNS setup you will see a delay here.
Fixing the DNS solved the problem for me.

kind regards
---

Falko Zurell
Head of Application Management

/i-d media AG
Ohlauer Straße 43
D-10999 Berlin

Tel +49 (0)30 - 2 59 47 - 357
Fax +49 (0)30 - 2 59 47 - 471
www.idmedia.com

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Headquarters: Berlin, Place of Jurisdiction: Berlin HRB 76342
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Am 11.07.2007 um 16:02 schrieb  :
...
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Today's Topics:
1. Re:  OTRS 2.1 SOAP interface (Patric)
   2. Re:  General FAQ  (Nils Breunese (Lemonbit))
   3.  LDAP auth problem (S?ndor Feh?r)
   4. Re:  Survey Module (Lars Stavholm)
   5.  constant long delay in AgentRespond AgentTicketCompose
      (Falko Zurell)
----------------------------------------------------------------------
Message: 1
Date: Wed, 11 Jul 2007 11:35:08 +0200
From: Patric 
Subject: Re: [otrs] OTRS 2.1 SOAP interface
To: "User questions and discussions about OTRS.org" 
Message-ID: <4694A44C.8090008@bluebottle.com>
Content-Type: text/plain; charset=ISO-8859-1; format=flowed
Patric wrote:
...
Hi All,
Umberto Nicoletti wrote:
...
I've implemented a SOAP interface over OTRS 2.1
I have been playing with this implementation, and am struggling  
with the
following :
I want to create a ticket, and email it to a customer. To this end I
have tried to use ArticleSend(). The article is created in the  
ticket,
but it is never emailed to the customer.
...
*** MY ADDITION START ***
my $ArticleID = $TicketObject->ArticleSend(
      TicketID => $TicketID,
      ArticleType => 'email-external',
      SenderType => 'system',
      From => 'system@myotrs.com',
      To => 'customer_email@gmail.com',
      Subject => 'Testing 123',
      Body => 'Testing by Patrick',
      Charset => 'ISO-8859-15',
      Type => 'text/plain',
      Sign => {
          Type => 'PGP',
          SubType => 'Inline|Detached',
          Key => '81877F5E',
Type => 'SMIME',
          Key => '3b630c80',
      },
      Crypt => {
          Type => 'PGP',
          SubType => 'Inline|Detached',
          Key => '81877F5E',
Type => 'SMIME',
          Key => '3b630c80',
      },
      HistoryType => 'EmailCustomer',
      HistoryComment => 'Emailing the ticket to the customer',
      NoAgentNotify => 0,
      UserID => $UserID,
  );
*** MY ADDITION END ***
Hi All,
Just as a follow-up, I solved my problem.
If you look at my code above, in the Sign and Crypt fields, I have the
Type and Key fields twice in each - in each instance PGP and SMIME are
the 2 possible values that you can set, and it is given like that  
in the
example on the API documentation.
Not knowing much about this whole lot, I just copied and pasted the
examples as is, and the duplicate definitions were causing an error  
that
I found by debugging the code...
So look out for those instances when using the API example code! It  
will
save you a LOT of time :]
Thanks
Patrick
--
Q: I want to be a sysadmin.  What should I do?
A: Seek professional help.
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Message: 2
Date: Wed, 11 Jul 2007 11:37:53 +0200
From: "Nils Breunese (Lemonbit)" 
Subject: Re: [otrs] General FAQ
To: "User questions and discussions about OTRS.org" 
Message-ID: <988E70C5-7932-4DB8-9681-722224397E21@lemonbit.nl>
Content-Type: text/plain; charset="us-ascii"
Jean wrote:
...
I would like to try out the OTRS, I work for an organisation and i
would
like to organize my emails according to a particular operator. I
have to
questions that i want a definite answer before i actually  
implement it
1. Does the OTRS work hand in hand with LOTUS notes, since we don't
want
the user to be effected.
There are two types of users. The agents (people handling the
tickets) use the OTRS web interface in a web browser. The other users
are called customers (though they could be your employees for
instance) and typically interact with the system using email (but
OTRS can also be used as a system in a phone helpdesk situation for
instance). I believe Notes supports standard email protocols, so I
guess that would work.
...
2. Is the OTRS web- based? Do the clients need to type a url to
enter into
the system?
Yes. You can try a demo at http://otrs.org/demo/.
Nils Breunese.