Hello to everyone on the OTRS team - and thank you all very much for developing an opensource package that worked practically right out of the box. I've been struggling with 'RT' [a 'competing' freeware ticket tracker] for several weeks - and can't get past what the RT authors describe as 'myriad dependancies'. CPAN would churn along, installing dozens of perl modules, and finally bomb out on one and fail to acheive 'make install'. To the 'RT' team's credit though, I was trying the build against a postgresql back-end, and they advise MySQL about as strongly as you guys do. I'm no DBA - but I expect our ticketing system to scale pretty rapidly once deployed, and heard that MySQL has some growing pains in large installations...so I opted for the postgresql learning curve out of the box. Probably not one of the smartest decisions I've made this year. Almost fed-up with failed RT installation attempts, I found OTRS on the SuSE-8.0 distribution and gave it a go. This time around I was prepared to RTFM - and did so [fortunately] - which saved me the headaches of installing the buggy release that shipped with SuSE. The downloaded release installed near-flawlessly - the mistakes were my own - I'm learning MySQL as I go. After perhaps 10 or 15 hours of work over the last 12 days, I've got a working OTRS deployed on our network and I and my colleagues are giving the system a test drive prior to a production build. So far the response and feedback from co-workers has been very positive. The test box is a pIII/366 laptop with 128M RAM and 14G hd. We're discussing hardware for the production box - obviously not going to be a laptop! We've a few idle Netra T1 machines on hand though... Q1. Anyone foresee any issues with deploying OTRS on a SuSE/Sparc box? Q2. Did 'GenerateTicketNumber' make it into BETA-6? It's sure not to be found in Config.pm. Review of the 'request' archive seems to indicate it's in a separate module somewhere? I'd like to use Date as part of the Ticket# rather than just an auto-incremented number appended to SystemID. I tried adding this to ~/Kernel/Config.pm: # TicketNumberGenerator $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::Date'; and doing 'rcotrs restart' - but Ticket# format didn't change [it's still '1010xxx] Q3. Heirarchical queues [sub-queues] still on the to-do list for 1.0? Q4. Any idea if MySQL supports raw disk-space vice filesystem, and if so, how to configure a raw partition in Linux? [question from a colleague] I expect we'll be keeping the list busy in the days and weeks to come. Best regards, Drew M. Mooney
Hi Drew, [sorry for the long lines...] On Saturday 27 July 2002 09:01, Drew Mooney wrote: :
The test box is a pIII/366 laptop with 128M RAM and 14G hd. We're discussing hardware for the production box - obviously not going to be a laptop! We've a few idle Netra T1 machines on hand though...
Q1. Anyone foresee any issues with deploying OTRS on a SuSE/Sparc box?
No, not really (I think...). I am not in to the Sparc port (more into AXP architecture), but the system is pretty much the same. You have to use the 7.3 version of the RPM, as there were heavy changes to the init script process inbetween.
Q2. Did 'GenerateTicketNumber' make it into BETA-6? It's sure not to be found in Config.pm. Review of the 'request' archive seems to indicate it's in a separate module somewhere? I'd like to use Date as part of the Ticket# rather than just an auto-incremented number appended to SystemID. I tried adding this to ~/Kernel/Config.pm:
# TicketNumberGenerator $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::Date';
and doing 'rcotrs restart' - but Ticket# format didn't change [it's still '1010xxx]
No, it is not in BETA6, until now in CVS only. You need the files $OTRS_HOME/Kernel/System/Ticket/Number/* $OTRS_HOME/Kernel/System/Ticket.pm from CVS and some lines in Config.pm: # TicketNumberGenerator # # Kernel::System::Ticket::Number::AutoIncrement (default) --> auto increment # ticket numbers "SystemID.Counter" like 1010138 and 1010139. # # Kernel::System::Ticket::Number::Date --> ticket numbers with date # "Year.Month.Day.SystemID.Counter" like 200206231010138 and 200206231010139. # # Kernel::System::Ticket::Number::DateChecksum --> ticket numbers with date # "Year.Month.Day.SystemID.Counter.Checksum" like 2002062310100019. # # Kernel::System::Ticket::Number::Random --> # random ticket numbers "SystemID.Random" like 100057866352 and 103745394596. # $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::Date'; # $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::DateChecksum'; # $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::Random'; $Self->{TicketNumberGenerator} = 'Kernel::System::Ticket::Number::AutoIncrement'; (usually right after the "# PostMaster stuff" line). Martin, please correct me, if I forgot something.
I expect we'll be keeping the list busy in the days and weeks to come.
You are welcome ;-)
Drew M. Mooney
Stefan PS: when will there be a BETA7? -- Stefan Schmidt Email: jsj@jsj.dyndns.org jsj@exsuse.de Bremen jsj-hb@t-online.de s.schmidt@iu-bremen.de
Hi Drew, On Sat, Jul 27, 2002 at 02:01:04AM -0500, Drew Mooney wrote:
[...] Q1. Anyone foresee any issues with deploying OTRS on a SuSE/Sparc box?
Nice hardware. .-) I can`t say something about the linux-sparc version. But OTRS works fine on linux for IBM S/390. So it should be possible to get it working. I heard that sparcs are powerful for databases ( better then i386). It would be nice if we get a few notes about your OTRS on sparc impressions.
Q2. Did 'GenerateTicketNumber' make it into BETA-6? It's sure not to be found in Config.pm. Review of the 'request' archive seems to indicate it's in a separate module somewhere? I'd like to use Date as part of the Ticket# rather than just an auto-incremented number appended to SystemID. I tried adding this to ~/Kernel/Config.pm: [...]
Stefan answered this [Stefan, you are telling always the true]. ,-) Ja, CVS of the next BETA7 (which will be ready in the dext few days).
Q3. Heirarchical queues [sub-queues] still on the to-do list for 1.0?
Ja.
Q4. Any idea if MySQL supports raw disk-space vice filesystem, and if so, how to configure a raw partition in Linux? [question from a colleague]
I think MySQL doesn`t support raw disk-space. You can find it out on www.mysql.com -> online docu -> FAQ. It looks like that you expact a lot of tickets! Cool. ,-)
Drew M. Mooney
Martin -- Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/ -- "There are two major products that come out of Berkeley: LSD and Unix. We don't believe this to be a coincidence." -- Jeremy S. Anderson
participants (3)
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Drew Mooney -
Martin Edenhofer -
Stefan Schmidt