We've gone live with 1.2.4 and currently running in tandem with Remedy for just one more week and then OTRS will be our main helpdesk. Anyway I have the following questions: 1/ Is it possible to search for the number of phone calls over a given period? 2/ we are forwarding tickets from Remedy to OTRS and changing the customer id to be the ticket originator. However, when we then action, respond or close the ticket the from: address is still Remedy even though we have changed the Customer ID. Is this a bug? 3/ I've added entries in GenericAgent.pm to delete tickets in the spam queue but they aren't being deleted. Is there something else I need to do? I've restarted cron.sh just in case Rgds Philippa
We have recently upgraded our system to RedHat Enterprise linux 3, after a period of time running OTRS on RedHat 9. To cut a long story short the installation procedure that is recommended for redhat doesnt seem to correctly configure OTRS with Apache, as when it come time to browse to http://localhost/otrs/installer.pl the server says that teh file is not available. The relevant version of the packjages we are using are: httpd-2.0.40-11.9.i386.rpm otrs-1.2.4-01.i386.rpm mod_perl-1.99_05-3.i386.rpm Is it necessary to change the installation procedure for RedHat Enterprise, or is it a versioning problem with the Apache version taht i am using?? Kind regards. Paul Hickman
Paul Hickman schrieb:
We have recently upgraded our system to RedHat Enterprise linux 3, after a period of time running OTRS on RedHat 9. To cut a long story short the installation procedure that is recommended for redhat doesnt seem to correctly configure OTRS with Apache, as when it come time to browse to http://localhost/otrs/installer.pl the server says that teh file is not available.
Which installation procedure do you refer to?
The relevant version of the packjages we are using are: httpd-2.0.40-11.9.i386.rpm otrs-1.2.4-01.i386.rpm mod_perl-1.99_05-3.i386.rpm
Is it necessary to change the installation procedure for RedHat Enterprise, or is it a versioning problem with the Apache version taht i am using??
I'd assume the latter.
Strange, PJ (Philippa) schrieb:
1/ Is it possible to search for the number of phone calls over a given period?
No, OTRS cannot search for any statistical value that is summed up.
2/ we are forwarding tickets from Remedy to OTRS and changing the customer id to be the ticket originator. However, when we then action, respond or close the ticket the from: address is still Remedy even though we have changed the Customer ID. Is this a bug?
No, this is by intend.
3/ I've added entries in GenericAgent.pm to delete tickets in the spam queue but they aren't being deleted. Is there something else I need to do? I've restarted cron.sh just in case
What job did you specify in GA? Is there a Cronjob actually executing GA? Regards, Robert Kehl
On Mon, 20 Sep 2004 15:14:00 +0100, Strange, PJ (Philippa)
1/ Is it possible to search for the number of phone calls over a given period?
If you can speak SQL then it's probably not a really hard thing to get. My first guess is (postgresql): select count(*) from article where article_type_id=5 and \ create_time between '2004/8/1 10:00' and '2004/10/1 12:30'; (select * from article_type; gives you the article type id's) Probably you could further filter on other fields.
3/ I've added entries in GenericAgent.pm to delete tickets in the spam queue but they aren't being deleted. Is there something else I need to do? I've restarted cron.sh just in case
GA is pretty picky about its config. Try to match the examples as closely as possible (and don't EVER forget to filter on ticket state, I forgot to check whether the ticket is open resulted one note for EVERY closed ticket in EVERY 10 minutes; follow the example, it works). Try to run GA manually and see what happens. It have some debug mode too. Peter -- Now using M2, Opera's e-mail client: http://www.opera.com/m2/
participants (4)
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Paul Hickman -
Peter Gervai -
Robert Kehl -
Strange, PJ (Philippa)