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Sent: Friday, April 02, 2004 4:44 PM
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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" <[EMAIL PROTECTED]>
Subject: [otrs] Usage of ticket_history and ticket_history_type
To: <[EMAIL PROTECTED]>
Message-ID: <[EMAIL PROTECTED]>
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 <[EMAIL PROTECTED]>
Subject: Re: [otrs] Usage of ticket_history and ticket_history_type
To: "User questions and discussions about OTRS." <[EMAIL PROTECTED]>
Message-ID: <[EMAIL PROTECTED]>
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 <[EMAIL PROTECTED]>
Subject: Re: [otrs] OTRS scalability
To: "User questions and discussions about OTRS." <[EMAIL PROTECTED]>
Message-ID: <[EMAIL PROTECTED]>
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 <[EMAIL PROTECTED]>
Subject: Re: R: R: My Theme for 1.2.2 [was: Re: [otrs] Theme: RT
looks]
To: "User questions and discussions about OTRS." <[EMAIL PROTECTED]>
Message-ID: <[EMAIL PROTECTED]>
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,
</canau
> 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.
> </canau
> _______________________________________________
> 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
> Support oder Consulting f?r Ihr OTRS System?
> => http://www.otrs.de/
------------------------------
Message: 5
Date: Fri, 02 Apr 2004 18:56:12 +0100
From: Filipe Henriques <[EMAIL PROTECTED]>
Subject: [otrs] Contact customer (phone)
To: [EMAIL PROTECTED]
Message-ID: <[EMAIL PROTECTED]>
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" <[EMAIL PROTECTED]>
Subject: RE: [otrs] Usage of ticket_history and ticket_history_type
To: "User questions and discussions about OTRS." <[EMAIL PROTECTED]>
Message-ID: <[EMAIL PROTECTED]>
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" <[EMAIL PROTECTED]>
Subject: Re: [otrs] LDAP: Customer User Backend
To: "User questions and discussions about OTRS." <[EMAIL PROTECTED]>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"
On Friday, April 02, 2004 4:51 PM
[EMAIL PROTECTED] <[EMAIL PROTECTED]> 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
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Message: 8
Date: Fri, 2 Apr 2004 14:45:28 -0700
From: Tyler Hepworth <[EMAIL PROTECTED]>
Subject: [otrs] Instructions for Configuring MercuryMail Server?
To: "'[EMAIL PROTECTED]'" <[EMAIL PROTECTED]>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain
Are there instructions available on how to setup Mercury Mail Server? I
assume that it will handle processing of both incoming and outgoing
messages, but I have no idea where to begin. Any help is appreciated.
Thanks,
Tyler Hepworth
------------------------------
Message: 9
Date: Fri, 2 Apr 2004 23:53:04 +0200
From: "Robert Kehl" <[EMAIL PROTECTED]>
Subject: Re: [otrs] Contact customer (phone)
To: "User questions and discussions about OTRS." <[EMAIL PROTECTED]>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-15"
On Friday, April 02, 2004 7:56 PM
Filipe Henriques <[EMAIL PROTECTED]> wrote:
> 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)?
Not at current, sorry. We're thinking on implementing this feature.
Regards,
Robert Kehl
--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
------------------------------
Message: 10
Date: Fri, 2 Apr 2004 15:28:54 -0700
From: Tyler Hepworth <[EMAIL PROTECTED]>
Subject: [otrs] Cannot See Queues on Queue Line
To: "'[EMAIL PROTECTED]'" <[EMAIL PROTECTED]>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain
I cannot see any queues in the "Queues" area except for PersonalQueue and
Raw. How do I get other queues to show up there?
Thanks,
Tyler Hepworth
------------------------------
Message: 11
Date: Sat, 3 Apr 2004 00:28:56 +0200
From: "Robert Kehl" <[EMAIL PROTECTED]>
Subject: Re: [otrs] Instructions for Configuring MercuryMail Server?
To: "User questions and discussions about OTRS." <[EMAIL PROTECTED]>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"
On Friday, April 02, 2004 11:45 PM
Tyler Hepworth <[EMAIL PROTECTED]> wrote:
> Are there instructions available on how to setup Mercury Mail Server?
We do not provide these, as on the one hand there is no OTRS specific
setup necessary, and on the other hand otrs4win32 comes pre-setup with a
basic configuration for Mercury.
Nonetheless, we're not recommending a software here that would come
without support. See this page, you'll find several and sufficient links
here: http://www.pmail.com/support.htm
hth,
Robert Kehl
--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
------------------------------
Message: 12
Date: Sat, 3 Apr 2004 00:35:58 +0200
From: "Robert Kehl" <[EMAIL PROTECTED]>
Subject: Re: [otrs] Saved search templates question
To: "User questions and discussions about OTRS." <[EMAIL PROTECTED]>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"
On Thursday, April 01, 2004 6:02 PM
Covert, Jake <[EMAIL PROTECTED]> wrote:
> I hate to be annoying, but I have another question.
That's exactly what this ML is for. Fell yourself comfortable, want a
beer, a snack? ;-) Any questions?
> In the old (1.1.2) search utility, there were two pre-defined
> searches: Show all open tickets and Show all closed tickets.
>
> Now I can certainly recreate these searches myself, but these saved
> templates are individualized. (If I create/save a nice search
> template, it's only for my id).
>
> Is there a way to either:
> A) Restore the "Show Open Tickets" functionality or...
> B) Create saved search templates that apply to every tech?
This is not implemented at current, though a good idea. Don't expect it
to become reality too soon, though. You may contact ((otrs.de)) to have
it implemented at a time of your wish.
Regards,
Robert Kehl
--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
------------------------------
Message: 13
Date: Sat, 3 Apr 2004 00:36:54 +0200
From: "Robert Kehl" <[EMAIL PROTECTED]>
Subject: Re: [otrs] Cannot See Queues on Queue Line
To: "User questions and discussions about OTRS." <[EMAIL PROTECTED]>
Message-ID: <[EMAIL PROTECTED]>
Content-Type: text/plain; charset="iso-8859-1"
On Saturday, April 03, 2004 12:28 AM
Tyler Hepworth <[EMAIL PROTECTED]> wrote:
> I cannot see any queues in the "Queues" area except for PersonalQueue
> and Raw. How do I get other queues to show up there?
Put a ticket in it - it's really that simple.
hth,
Robert Kehl
--
((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg
http://www.otrs.de/ :: Tel. +49 (0)6172 4832388
------------------------------
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