Hi Muhammad, just out of curiosity, why would you do that? Any ticket older than one month would be, I assume, overwritten. What happens if a tickets needs longer to be resolved? Or the user asks something about an older ticket? And furthermore, you'll loose all possibilities to do long term statistics. What is bad about an ever-increasing ticket counter? Cheers Phil -- It might be just possible, by lying very still in a cellar somewhere, to get through a day without committing a crime. But only just. And, even then, you were probably guilty of loitering. - Terry Pratchett: Feet of clay. GPG KEY ID (Philipp Bieber): 0x0185E301 FINGERPRINT: CA81 28C2 E63F DAF8 5ED4 DACB 7C26 EE5B 0185 E301 Philipp Bieber - philbieber@gmail.com On Mon, Apr 25, 2011 at 12:43, Muhammad El-Sergani wrote:

Thanks Oliver, Just made a cronjob that would rest the counter, once every month.

Thanks and Best Regards, Muhammad El-Sergani.

2011/4/25 Oliver Methfessel [MC]

...

Hi Muhammad,

Am 25.04.2011 00:06, schrieb Muhammad El-Sergani:

...

How can I reset ticket counters?

you'll find the file TicketCounter.log in the otrs installation directory in var/log/TicketCounter.log

Greetings

Oliver

-- Mit freundlichen Grüßen

Oliver Methfessel

Methfessel Computers Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden Kundenbüro: Kloppenheimer Weg 11, 65191 Wiesbaden Geschäftsführender Inhaber: Oliver Methfessel http://www.methfessel-computers.de

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I don't think duplicates will take place, as it's a "Date" type, in other words, as long as it doesn't reset during the same day, it's ok... or so I believe. Guys let me know if I'm heading the wrong way please. Thanks and Best Regards, Muhammad El-Sergani. On Mon, Apr 25, 2011 at 2:36 PM, Gerald Young wrote:

as well, what are you going to do about ticket number duplication?

On Mon, Apr 25, 2011 at 7:33 AM, Phil Bieber wrote:

...

Hi Muhammad, just out of curiosity, why would you do that? Any ticket older than one month would be, I assume, overwritten. What happens if a tickets needs longer to be resolved? Or the user asks something about an older ticket? And furthermore, you'll loose all possibilities to do long term statistics. What is bad about an ever-increasing ticket counter?

Cheers Phil -- It might be just possible, by lying very still in a cellar somewhere, to get through a day without committing a crime. But only just. And, even then, you were probably guilty of loitering. - Terry Pratchett: Feet of clay.

GPG KEY ID (Philipp Bieber): 0x0185E301 FINGERPRINT: CA81 28C2 E63F DAF8 5ED4 DACB 7C26 EE5B 0185 E301 Philipp Bieber - philbieber@gmail.com

On Mon, Apr 25, 2011 at 12:43, Muhammad El-Sergani wrote:

...

Thanks Oliver, Just made a cronjob that would rest the counter, once every month.

Thanks and Best Regards, Muhammad El-Sergani.

2011/4/25 Oliver Methfessel [MC]

...

Hi Muhammad,

Am 25.04.2011 00:06, schrieb Muhammad El-Sergani:

...

How can I reset ticket counters?

you'll find the file TicketCounter.log in the otrs installation directory in var/log/TicketCounter.log

Greetings

Oliver

-- Mit freundlichen Grüßen

Oliver Methfessel

Methfessel Computers Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden Kundenbüro: Kloppenheimer Weg 11, 65191 Wiesbaden Geschäftsführender Inhaber: Oliver Methfessel http://www.methfessel-computers.de

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Hi Muhammaad, Am 25.04.2011 16:29, schrieb Muhammad El-Sergani:

Well, being new in general to trouble ticketing systems, this might sound a little bit silly.

What I'm concerned about, is the ticket length. It is already long enough, with the date and the system ID. But if I set the minimum length to 2 or 3, then reset the counter every month, that would look as I would be maintaining the length.

I didn't know that stats check the counter?!

The TicketID ist the Number on which a ticketing system knows the case to whom the email belongs. You're right, that the default ticketformat is too long, have a look in the sysconfig in Core::Ticket and set Ticket::NumberGenerator to some other value than DateChecksum (ex. AutoIncrement). It isn't a good idea to reset the counter for this reason, you'll get many problems with this. Greetings Oliver -- Mit freundlichen Grüßen Oliver Methfessel Methfessel Computers Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden Kundenbüro: Kloppenheimer Weg 11, 65191 Wiesbaden Geschäftsführender Inhaber: Oliver Methfessel http://www.methfessel-computers.de

Ravi Shankar ----- Forwarded Message ---- From: Oliver Methfessel [MC] To: otrs@otrs.org Sent: Mon, 25 April, 2011 8:06:14 PM Subject: Re: [otrs] How to reset Ticket counters Hi Muhammaad, Am 25.04.2011 16:29, schrieb Muhammad El-Sergani:

Well, being new in general to trouble ticketing systems, this might sound a little bit silly.

What I'm concerned about, is the ticket length. It is already long enough, with the date and the system ID. But if I set the minimum length to 2 or 3, then reset the counter every month, that would look as I would be maintaining the length.

I didn't know that stats check the counter?!

The TicketID ist the Number on which a ticketing system knows the case to whom the email belongs. You're right, that the default ticketformat is too long, have a look in the sysconfig in Core::Ticket and set Ticket::NumberGenerator to some other value than DateChecksum (ex. AutoIncrement). It isn't a good idea to reset the counter for this reason, you'll get many problems with this. Greetings Oliver -- Mit freundlichen Grüßen Oliver Methfessel Methfessel Computers Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden Kundenbüro: Kloppenheimer Weg 11, 65191 Wiesbaden Geschäftsführender Inhaber: Oliver Methfessel http://www.methfessel-computers.de --------------------------------------------------------------------- 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

Hi Muhammad, That really depends on your hardware. OTRS scales pretty well and a system with 80.000+ tickets is no problem. P There are a few tweaks available to gain performance on installations with a lot of tickets. New to version 3 is archiving that can move old tickets out of the main scope of the application, thus speeding up reports and searches. Fulltext search can take a hit with many tickets, in that case it is recommended to switch SysConfig -> Core::FulltextSearch -> Ticket::SearchIndexModule to "StaticDB". This creates an extra table for searching. If you have the available disk space, you can enable StaticDB right away. Remember to run bin/otrs.RebuildFulltextIndex.pl after switching. Lars -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Muhammad El-Sergani Sent: Tuesday, May 10, 2011 10:20 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] How to reset Ticket counters Thanks Ravi and all, for the input. Any idea about when the system performance might get affected? Like after how many tickets, or emails? It's a CentOS + MySQL @ OTRS 3.0.7 On Tuesday, May 10, 2011, ravi shanker wrote:

 Ravi Shankar

----- Forwarded Message ---- From: Oliver Methfessel [MC] To: otrs@otrs.org Sent: Mon, 25 April, 2011 8:06:14 PM Subject: Re: [otrs] How to reset Ticket counters

Hi Muhammaad,

Am 25.04.2011 16:29, schrieb Muhammad El-Sergani:

...

Well, being new in general to trouble ticketing systems, this might sound a little bit silly.

What I'm concerned about, is the ticket length. It is already long enough, with the date and the system ID. But if I set the minimum length to 2 or 3, then reset the counter every month, that would look as I would be maintaining the length.

I didn't know that stats check the counter?!

The TicketID ist the Number on which a ticketing system knows the case to whom the email belongs. You're right, that the default ticketformat is too long, have a look in the sysconfig in Core::Ticket and set Ticket::NumberGenerator to some other value than DateChecksum (ex. AutoIncrement).

It isn't a good idea to reset the counter for this reason, you'll get many problems with this.

Greetings

Oliver

-- Mit freundlichen Grüßen

Oliver Methfessel

Methfessel Computers Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden Kundenbüro: Kloppenheimer Weg 11, 65191 Wiesbaden Geschäftsführender Inhaber: Oliver Methfessel http://www.methfessel-computers.de

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-- Thanks and Best Regards, Muhammad El-Sergani. --------------------------------------------------------------------- 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

Thanks Lars. I'll keep that in mind. On Friday, May 13, 2011, Lars Jørgensen wrote:

Hi Muhammad,

That really depends on your hardware. OTRS scales pretty well and a system with 80.000+ tickets is no problem. P

There are a few tweaks available to gain performance on installations with a lot of tickets. New to version 3 is archiving that can move old tickets out of the main scope of the application, thus speeding up reports and searches.

Fulltext search can take a hit with many tickets, in that case it is recommended to switch SysConfig -> Core::FulltextSearch -> Ticket::SearchIndexModule to "StaticDB". This creates an extra table for searching. If you have the available disk space, you can enable StaticDB right away. Remember to run bin/otrs.RebuildFulltextIndex.pl after switching.

Lars

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Muhammad El-Sergani Sent: Tuesday, May 10, 2011 10:20 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] How to reset Ticket counters

Thanks Ravi and all, for the input.

Any idea about when the system performance might get affected? Like after how many tickets, or emails?

It's a CentOS + MySQL @ OTRS 3.0.7

On Tuesday, May 10, 2011, ravi shanker wrote:

...

 Ravi Shankar

----- Forwarded Message ---- From: Oliver Methfessel [MC] To: otrs@otrs.org Sent: Mon, 25 April, 2011 8:06:14 PM Subject: Re: [otrs] How to reset Ticket  counters

Hi Muhammaad,

Am 25.04.2011 16:29, schrieb Muhammad El-Sergani:

...

Well, being new in general to trouble ticketing systems, this might sound a little bit silly.

What I'm concerned about, is the ticket length. It is already long enough, with the date and the system ID. But if I set the minimum length to 2 or 3, then reset the counter every month, that would look as I would be maintaining the length.

I didn't know that stats check the counter?!

The TicketID ist the Number on which a ticketing system knows the case to whom the email belongs. You're right, that the default ticketformat is too long, have a look in the sysconfig in Core::Ticket and set Ticket::NumberGenerator to some other value than DateChecksum (ex. AutoIncrement).

It isn't a good idea to reset the counter for this reason, you'll get many problems with  this.

Greetings

Oliver

-- Mit freundlichen Grüßen

Oliver Methfessel

Methfessel Computers Hauptsitz: Zieglerstr. 25a, 65191 Wiesbaden Kundenbüro: Kloppenheimer Weg 11, 65191 Wiesbaden Geschäftsführender Inhaber: Oliver Methfessel http://www.methfessel-computers.de

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--

Thanks and Best Regards, Muhammad El-Sergani. --------------------------------------------------------------------- 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 --------------------------------------------------------------------- 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

-- Thanks and Best Regards, Muhammad El-Sergani.