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2 Apr 2004

      -----Original Message-----
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of
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Sent: Friday, April 02, 2004 4:44 PM
To: otrs@otrs.org
Subject: otrs Digest, Vol 9, Issue 7

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Today's Topics:

   1. Usage of ticket_history and ticket_history_type (Tom Hesp)
   2. Re: Usage of ticket_history and ticket_history_type
      (Martin Edenhofer)
   3. Re: OTRS scalability (Martin Edenhofer)
   4. Re: R: R: My Theme for 1.2.2 [was: Re: [otrs] Theme: RT
      looks] (Carlos Canau)
   5. Contact customer (phone) (Filipe Henriques)
   6. RE: Usage of ticket_history and ticket_history_type (Tom Hesp)
   7. Re: LDAP: Customer User Backend (Robert Kehl)
   8. Instructions for Configuring MercuryMail Server? (Tyler Hepworth)
   9. Re: Contact customer (phone) (Robert Kehl)
  10. Cannot See Queues on Queue Line (Tyler Hepworth)
  11. Re: Instructions for Configuring MercuryMail Server? (Robert Kehl)
  12. Re: Saved search templates question (Robert Kehl)
  13. Re: Cannot See Queues on Queue Line (Robert Kehl)

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

Message: 1
Date: Fri, 2 Apr 2004 17:42:09 +0200
From: "Tom Hesp" 
Subject: [otrs] Usage of ticket_history and ticket_history_type
To: 
Message-ID: 
Content-Type: text/plain;	charset="iso-8859-1"

Hi all,

Having looked at the table definition of ticket_history and the table
contents of ticket_history_type I made a couple of assumptions (I know, you
should never just assume).
As ticket_history contains the field system_queue_id and ticket_history_type
contains values for "Close successful" and "Close unsuccessful" I assumed I
would be able to find out when a ticket is closed in what queue. I needed
this mechanism in order to be able to find out what time is spent on a
ticket in what queue. When time is accounted for in one particular queue I
know that I may charge this time to the customer. Other queues are used by
different departments internally and they also do time accounting so I want
to be able to see how much time is spent on a ticket by the different
departments that I may not charge to the customer.

When I started to build the select statements for this I went through the
different tables and to my amazement, I found out that the history types I
mentioned abover are never used at all!
Luckily I can still use the type "AddNote"
and check for the value "Close note added" in the history name field.
However, I also found out that the
system_queue_id field is never used (it is empty) which renders my idea
useless of being able to split out the time accounting. I went through the
code and was not able to find when of where these are used/written (but that
could be my fault of course).

Does anyone know whether this is a configuration issue or that I am just
missing something or, even worse, got myself completely on the wrong track?

Thanks in advance.

Kind regards,
Tom Hesp

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

Message: 2
Date: Fri, 2 Apr 2004 17:42:47 +0200
From: Martin Edenhofer 
Subject: Re: [otrs] Usage of ticket_history and ticket_history_type
To: "User questions and discussions about OTRS." 
Message-ID: <20040402154247.GZ13876@esanta.pureserver.info>
Content-Type: text/plain; charset=us-ascii

Hi Tom,

On Fri, Apr 02, 2004 at 05:42:09PM +0200, Tom Hesp wrote:
...
Does anyone know whether this is a configuration issue or that I am 
just missing something or, even worse, got myself completely on the 
wrong track?
Yes, system_queue_id is not used. 

You need to use history_type StateUpdate, Move and name of table
ticket_history.

So you can find you what you want (if I understood it correctly).
...
Kind regards,
Tom Hesp
Martin Edenhofer

--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
        http://www.otrs.de/ :: Manage your communication! 

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

Message: 3
Date: Fri, 2 Apr 2004 17:53:41 +0200
From: Martin Edenhofer 
Subject: Re: [otrs] OTRS scalability
To: "User questions and discussions about OTRS." 
Message-ID: <20040402155341.GA13876@esanta.pureserver.info>
Content-Type: text/plain; charset=us-ascii

Hi Pierre,

On Fri, Apr 02, 2004 at 04:51:56PM +0200, De Pascale Pierre wrote:
...
We are investigating the use of OTRS for one of our customer and one 
requirement is that the solution should support about 500'000 ticket/year.
On the performance side with such an installation, standard operations 
(creating tickets, viewing ticket history, etc...) should take about 
1-2s to perform. Is there some people running a comparable OTRS System
successfully ?
If yes, is it possible to have the complete reference (company, 
address, persons, ...) and be allowed to use the fact as a reference ?
We know/have large setups and I would say with the right hardware and the
right otrs setup should this be no problem.

Anyway, if you need more info, feel free to contact ((otrs.de)). 

Thanks!
...
Regards,
- Pierre.
______________________________________________________________________
_ Siemens Switzerland Ltd, Software House, DS DS 2 Pierre De Pascale 
Avenue des Baumettes 5, CH-1020 Renens Phone +41 (0)585 568 481
Martin 

--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
        http://www.otrs.de/ :: Manage your communication! 

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

Message: 4
Date: Fri, 2 Apr 2004 18:17:12 +0100
From: Carlos Canau 
Subject: Re: R: R: My Theme for 1.2.2 [was: Re: [otrs] Theme: RT
	looks]
To: "User questions and discussions about OTRS." 
Message-ID: <20040402171712.GC12686@ionia.eunet.pt>
Content-Type: text/plain; charset=us-ascii

On Fri, Apr 02, 2004 at 11:46:22AM +0100, Carlos Canau wrote:
...
On Fri, Apr 02, 2004 at 12:00:44PM +0200, Bianchi, Giordano wrote:
...
OK, got it.
Oppsss...   TicketEscalation needed  some  massage (thanks,  Clayton).
Newer version (7). Please download again.

Regards,

...
I had to modify the TicketView.dtl since my "junk queue" has an
...
ID of 5 instead of 3. Perhaps you should put this in the theme's 
documentation?
Yes. Thks.
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------------------------------

Message: 5
Date: Fri, 02 Apr 2004 18:56:12 +0100
From: Filipe Henriques 
Subject: [otrs] Contact customer (phone)
To: otrs@otrs.org
Message-ID: <1080928572.3467.31.camel@neon.ip.pt>
Content-Type: text/plain; charset=ISO-8859-15

Hello

I'm testing OTRS with good results, but i've a question.
It's possible to have templates in then Contact customer (phone) like in the
Compose Answer (email)?
The problem is that we contact other areas regarding a ticket via phone and
must have a template diferent for the ticket queue

Regards

Filipe H

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

Message: 6
Date: Fri, 2 Apr 2004 21:25:15 +0200
From: "Tom Hesp" 
Subject: RE: [otrs] Usage of ticket_history and ticket_history_type
To: "User questions and discussions about OTRS." 
Message-ID: 
Content-Type: text/plain;	charset="us-ascii"

Hi Martin,

Thanks, I will have a look at that.

Regards,
Tom Hesp

 <> wrote on :
...
Hi Tom,
On Fri, Apr 02, 2004 at 05:42:09PM +0200, Tom Hesp wrote:
...
Does anyone know whether this is a configuration issue or that I am 
just missing something or, even worse, got myself completely on the 
wrong track?
Yes, system_queue_id is not used.
You need to use history_type StateUpdate, Move and name of table 
ticket_history.
So you can find you what you want (if I understood it correctly).
...
Kind regards,
Tom Hesp
Martin Edenhofer
------------------------------

Message: 7
Date: Fri, 2 Apr 2004 21:35:52 +0200
From: "Robert Kehl" 
Subject: Re: [otrs] LDAP: Customer User Backend
To: "User questions and discussions about OTRS." 
Message-ID: <094701c418e9$b5d3cde0$0164a8c0@intern.roknet.de>
Content-Type: text/plain; charset="iso-8859-1"

On Friday, April 02, 2004 4:51 PM
denis.pers@free.fr  wrote:
...
...
...
UserDN => '',
UserPw => '',
Are you sure an anonymous user is allowed to read from Exchange's 
LDAP?
Repeating the above. Can it be the anonymous user has no permission to read
from the tree? I cannot imagine Exchange giving away it's information for
free  Does it work if you insert a user that is allowed to?
...
So, I would like to know which is the request sents to ldap directory? 
Does it use SASL?
No, it doesn't. The LDAP directory is searched using Net::LDAP.

Best wishes,

Robert Kehl

--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
         http://www.otrs.de/ :: Tel. +49 (0)6172 4832388

Johnny Dobbins

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