[otrs] receiving emails

[hamood Iqbal]

Hi,

Guys otrs is very good software .

i can send email  from otrs.

but how can i receive  email  form the users ?

Thanks
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[otrs] ITSMTicket install problem

[hamood Iqbal]

hi,

when i try to install
ITSMTickethttp://ftp.otrs.org/pub/otrs/itsm/packages/&File=ITSMTicket-1.0.3.opm&Name=ITSMTicket&Version=1.0.3>i
get this error .

Error: MySQL server has gone away, SQL: 'INSERT INTO package_repository
(name, version,[..]

Bug Report:Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: MSWin32 Time:
Sat Oct 20 07:19:37 2007

Message: MySQL server has gone away, SQL: 'INSERT INTO package_repository
(name, version, vendor, filename,  content_size, content_type, content,
install_status,  create_time, create_by, change_time, change_by)
VALUES  ('ITSMTicket',  '1.0.3',  'OTRS GmbH',  'ITSMTicket-1.0.3.xml',  '213',
'text/xml', ?, 'not installed',  current_timestamp, 1, current_timestamp,
1)'

Traceback (5256):
   Module: Kernel::System::Package::RepositoryAdd (v1.67) Line: 263
   Module: Kernel::System::Package::PackageInstall (v1.67) Line: 565
   Module: Kernel::Modules::AdminPackageManager::Run (v1.46) Line: 1083
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.23) Line: 670
   Module:
ModPerl::ROOT::ModPerl::Registry::D_3a_OTRS_otrs_bin_cgi_2dbin_index_2epl::handler
(v) Line: 47
   Module: (eval) (v1.81) Line: 203
   Module: ModPerl::RegistryCooker::run (v1.81) Line: 203
   Module: ModPerl::RegistryCooker::default_handler (v1.81) Line: 169
   Module: ModPerl::Registry::handler (v1.99) Line: 30

please guide me what is the problem?
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Re: [otrs] Delay before sending e-mail

[Harry Cruz]

Thanks for your reply!

Now it's weekend and so no job for a while! As soon as I'm back to office
I'll try out what you guys told me to.

>What do you really mean by delay, btw? Are we talking seconds, minutes
or hours here?

Actually that's not a rally substancial delay The page stops
responding for 1 minute or so, then it does the job. But that's far more
time as compared to what the staff would consider as an appropriate time for
such a simple action.

Thanks a lot,

Harry Cruz

2007/10/19, Marius Flage <[EMAIL PROTECTED]>:
>
> Harry Cruz wrote:
>
> > I've installed OTRS on a Debian-based Linux Distro and, fortunately,
> > everythings goes okay (so far), except for a delay I get when performing
> > an operation which relies on e-mail sending functionality, like
> > answering a customer ticket. I run it on a MS Exchange Server, in an
> > intranet.
>
> Check system logs to see what actually happens. Does the mail get
> spooled locally? Are you connecting directly to the MS Exchange Server
> or going through SMTP running at localhost as well? If you know the SMTP
> protocol, try telnetting to the SMTP server and send an email manually.
> Maybe there some greylisting or virus scanning involved on the Exchange
> side?
>
> Other culprits may be (and often is!) DNS lookups timing out. Make sure
> you have only responding DNS servers defined.
>
> What do you really mean by delay, btw? Are we talking seconds, minutes
> or hours here?
>
> > I think OTRS might be performing some kind of checking before actually
> > sending the mail. If that's the case, what would that be? Have you ever
> > experienced that?
>
> That may well be what Maurice is drawing out in his email. Try turning
> off the MX checking and see if that changes anything? It's the
> CheckMXRecord setting in Framework -> Core under SysConfig.
>
> Marius
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Re: [otrs] Delay before sending e-mail

[Marius Flage]

Harry Cruz wrote:

> I've installed OTRS on a Debian-based Linux Distro and, fortunately,
> everythings goes okay (so far), except for a delay I get when performing
> an operation which relies on e-mail sending functionality, like
> answering a customer ticket. I run it on a MS Exchange Server, in an
> intranet.

Check system logs to see what actually happens. Does the mail get
spooled locally? Are you connecting directly to the MS Exchange Server
or going through SMTP running at localhost as well? If you know the SMTP
protocol, try telnetting to the SMTP server and send an email manually.
Maybe there some greylisting or virus scanning involved on the Exchange
side?

Other culprits may be (and often is!) DNS lookups timing out. Make sure
you have only responding DNS servers defined.

What do you really mean by delay, btw? Are we talking seconds, minutes
or hours here?

> I think OTRS might be performing some kind of checking before actually
> sending the mail. If that's the case, what would that be? Have you ever
> experienced that?

That may well be what Maurice is drawing out in his email. Try turning
off the MX checking and see if that changes anything? It's the
CheckMXRecord setting in Framework -> Core under SysConfig.

Marius
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RE: [otrs] Delay before sending e-mail

[Maurice James Ny]

Tyr to disable MX checking and see if that helps

 

  _  

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Harry Cruz
Sent: Friday, October 19, 2007 10:33 AM
To: User questions and discussions about OTRS.org
Subject: [otrs] Delay before sending e-mail

 

Hello, Everyone!

I've installed OTRS on a Debian-based Linux Distro and, fortunately,
everythings goes okay (so far), except for a delay I get when performing an
operation which relies on e-mail sending functionality, like answering a
customer ticket. I run it on a MS Exchange Server, in an intranet. 

I think OTRS might be performing some kind of checking before actually
sending the mail. If that's the case, what would that be? Have you ever
experienced that?

Best regards,

Harry

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RE: [otrs] upgrade

[Maurice James Ny]

Amen!!!

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Adriano Amaral
Sent: Friday, October 19, 2007 8:13 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] upgrade

Ok first get rid of the biggest bug of all, WIN2K3, get yourself a linux
box and you should get OTRS running flawlessly...

pri pri a écrit:
> hi all
>
> i am using otrs on windows small business server 2003. i am using
> version 2.2.1 which has a bug. the apache server keeps dropping and i
> get the httpd.exe failed error.
>
> i would like to upgrade to a bug free version. can somebody tell me
> what the procedure to upgrade is because i have to completely re
> install the new version. what kind of backup should i take or can i
> upgrade it without having re install the whole system.
>
> can i just include some modules that can help upgrading it to the bug
> free version.
> please let me know
>
> thank you
>
>
>
> 
> Check out some new online services at Windows Live Ideas—so new they
> haven’t even been officially released yet. Try it!
> 
> 
>
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Re: [otrs] Questione about owner permission

[Gabriele D'Andrea]

No matter, this feature is not as important for us, and surely doesn't worth 
all that effort!

Tahnk you
Gabriele

- Original Message - 
From: "Alexander Scholler" <[EMAIL PROTECTED]>

To: "User questions and discussions about OTRS.org" 
Sent: Friday, October 19, 2007 7:42 AM
Subject: Re: [otrs] Questione about owner permission



Hi Gabriele,

I implmented this in my installation, but had to write a dyn. ACL-module 
for this, because in standard-OTRS, the owner of a ticket has ALL rights, 
so he can also assign the ticket to another agent.

For understanding what I have done (for self-usage of this),
* either I think you would have to view the code for several hours (I did 
this)
* or I would have to document this for several hours (and I won't do 
this - sorry)


The only thing I can offer is to give my work to OTRS-devs for them to 
adjust it for general inclusion in OTRS' official releases...


Bye, Alex

Gabriele D'Andrea schrieb:

Hi,
I want to grant some users the permission to take ownership of tickets, 
but not the permission to assign tickets to other agents.

Is this possible

Thanks for replies
Gabriele


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Re: [otrs] Upgrade OTRS v. 2.0.4 to v. 2.2.3

[Ivan De Masi]

Hello guys,

thanks a lot for your quick and helpful feedback!

I appreciate very much this community!

Best wishes,
Ivan
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Re: [otrs] OTRS very slow

[Ivan De Masi]

 pri pri wrote:
   
> hi all
> i have been using OTRS on windows small business server 2003 for 4
> months now.
> i am using version 2.2.1 and wanted to know if the system gets very
> 
>> slow
>>   
> if there are more than 3000 tickets in my system. i have had frequent
> SPAM attacks and ended up with 16- 20 thousand e-mails in my system.
> the system is extremely slow. i would like to know if the system will
> get very slow if there are more than 3-4 thousand tickets. please let
> 
>> me
>>   
> know if you know anything about it.
> thank you

Hello,

I guess that one other point is that your 16-20 thousand SPAM-mails slow
down the sql database.
How did you handle them? Are they marked as "closed" or something like
that in your database? Or did you erase them? If not, try to filter them
out and then get rid oft them.

Best wishes,
Ivan
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[otrs] OTRS very slow

[Adriano Amaral]

Have to agree with Mark. Also have to add that SBS is one of the worse
windows platforms since you use as a SMB server, with exchange (CPU
hog), ISA (cpu hog) and IIS. You give yourself no chance to start with. 
About upgrade, even with more CPU or RAM, the windows apps will hog the
extra ponies you give them. Also doing a MySLQ dump of the bd's and
restoring to another machine works perfectly so no worries on this side...

Good luck

C4ip

Mark Nernberg a écrit:
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of pri
> pri
> Sent: Friday, October 19, 2007 10:07 AM
> To: User questions and discussions about OTRS.org
> Subject: RE: [otrs] OTRS very slow
>
> hi 
> thanks for your reply. 
> i did not know windows platform was the problem here. 
> unfortunately OTRS is all set up and running here now.
> is there any way to improve the performance?
> will an upgrade to the latest version help?
>  thank you
>
> swatha
>
>
> First, improving performance will require some analysis to find the
> bottleneck(s).
>
> Secondly, what do you expect running Windows?  You've started off with a
> slow, inefficient platform.  Fixing it now is like polishing a turd.  You
> will never get to 100%, since you're starting in a hole.  PerlWin was never
> all that efficient, either.
>
> Upgrading OTRS isn't going to make a difference.  Upgrading the hardware
> *might* make a difference.
>
> You need to test: network performance, disk i/o performance, web server
> efficiency, and the database performance -- and that's for starters.
> Perhaps by fixing disk i/o and the database performance you will find OTRS
> to get to "acceptable" performance levels.  Perhaps not.
>
> The other poster who suggested building and dedicating a Linux system is
> on-the-money.  Transferring your data and installation to a Linux box should
> be fairly easy once you've got the base system built (i.e. Linux, Apache,
> Perl, MySQL, all other prerequisites).
>
>
>
>
>
>
>   
>> Date: Fri, 19 Oct 2007 15:41:33 +0200
>> From: [EMAIL PROTECTED]
>> To: otrs@otrs.org
>> Subject: Re: [otrs] OTRS very slow
>>
>> Hi,
>>
>> I would be interested and curious in seeing this "not slow" OTRS and see 
>> which time responses you have when displaying queue view, customer_user 
>> link and overall Agent Administration panels ... etc :)
>>
>> Which hardware do you have ? Which backend are you using please ?
>>
>> By the way, about pri pri question, I have also no experience about an 
>> OTRS install under Windows but as I can see and strongly think 
>> performance is not the best feature under OTRS, I can advise you to 
>> dedicate a linux box to OTRS, that will probably avoid some others 
>> problems linked to Windows ...
>>
>> Thanks by advance for your answers.
>>
>> Laurent MINOST
>>
>>
>> Richard Hinkamp - BeSite a écrit :
>> 
>>> We have an install with 100.000 tickets and it's not slow. It is not
>>> running on Windows (Linux+mysql), so don't know about windows
>>>   
> installs...
>   
>>> Richard
>>>
>>> pri pri wrote:
>>>   
 hi all
 i have been using OTRS on windows small business server 2003 for 4
 months now.
 i am using version 2.2.1 and wanted to know if the system gets very
 
> slow
>   
 if there are more than 3000 tickets in my system. i have had frequent
 SPAM attacks and ended up with 16- 20 thousand e-mails in my system.
 the system is extremely slow. i would like to know if the system will
 get very slow if there are more than 3-4 thousand tickets. please let
 
> me
>   
 know if you know anything about it.
 thank you
 
>>> ___
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>>> => http://www.otrs.com/
>>>
>>>   
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>> 
> 
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>
>
>   


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RE: [otrs] OTRS very slow

[Andy Lubel]

are you using the file system to store ticket data or the database?

what version of mysql, and what version of apache?

the performance issues if painfully slow wont be helped by upgrading your OTRS 
imo, the proper configuration of both apache and mysql are the biggest things 
you can do to keep otrs running smoothly.

I also recommend a non windows system for it, there are simply too many tie ins 
that OTRS has with familiar *nix systems (cron, perl etc.).  but sometimes it 
doesnt make sense for people to use it and im pretty sure OTRS fully supports 
windows but you need to cross over into learning a bit more about its open 
source enablers like mysql and apache.

I often wish OTRS didnt offer one-click package installations so that people 
went through the manual installation at least once just to see the 
relationships.. anyone who supports an OTRS system long term should learn to 
install this manually or buy a support contract.


-Andy Lubel




-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mark Nernberg
Sent: Friday, October 19, 2007 10:24 AM
To: 'User questions and discussions about OTRS.org'
Subject: RE: [otrs] OTRS very slow

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of pri pri
Sent: Friday, October 19, 2007 10:07 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] OTRS very slow

hi
thanks for your reply. 
i did not know windows platform was the problem here. 
unfortunately OTRS is all set up and running here now.
is there any way to improve the performance?
will an upgrade to the latest version help?
 thank you

swatha


First, improving performance will require some analysis to find the 
bottleneck(s).

Secondly, what do you expect running Windows?  You've started off with a slow, 
inefficient platform.  Fixing it now is like polishing a turd.  You will never 
get to 100%, since you're starting in a hole.  PerlWin was never all that 
efficient, either.

Upgrading OTRS isn't going to make a difference.  Upgrading the hardware
*might* make a difference.

You need to test: network performance, disk i/o performance, web server 
efficiency, and the database performance -- and that's for starters.
Perhaps by fixing disk i/o and the database performance you will find OTRS to 
get to "acceptable" performance levels.  Perhaps not.

The other poster who suggested building and dedicating a Linux system is 
on-the-money.  Transferring your data and installation to a Linux box should be 
fairly easy once you've got the base system built (i.e. Linux, Apache, Perl, 
MySQL, all other prerequisites).






> Date: Fri, 19 Oct 2007 15:41:33 +0200
> From: [EMAIL PROTECTED]
> To: otrs@otrs.org
> Subject: Re: [otrs] OTRS very slow
> 
> Hi,
> 
> I would be interested and curious in seeing this "not slow" OTRS and 
> see which time responses you have when displaying queue view, 
> customer_user link and overall Agent Administration panels ... etc :)
> 
> Which hardware do you have ? Which backend are you using please ?
> 
> By the way, about pri pri question, I have also no experience about an 
> OTRS install under Windows but as I can see and strongly think 
> performance is not the best feature under OTRS, I can advise you to 
> dedicate a linux box to OTRS, that will probably avoid some others 
> problems linked to Windows ...
> 
> Thanks by advance for your answers.
> 
> Laurent MINOST
> 
> 
> Richard Hinkamp - BeSite a écrit :
> > We have an install with 100.000 tickets and it's not slow. It is not 
> > running on Windows (Linux+mysql), so don't know about windows
installs...
> > 
> > Richard
> > 
> > pri pri wrote:
> >> hi all
> >> i have been using OTRS on windows small business server 2003 for 4 
> >> months now.
> >> i am using version 2.2.1 and wanted to know if the system gets very
slow
> >> if there are more than 3000 tickets in my system. i have had 
> >> frequent SPAM attacks and ended up with 16- 20 thousand e-mails in my 
> >> system.
> >> the system is extremely slow. i would like to know if the system 
> >> will get very slow if there are more than 3-4 thousand tickets. 
> >> please let
me
> >> know if you know anything about it.
> >> thank you
> > ___
> > 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 or consulting for your OTRS system?
> > => http://www.otrs.com/
> > 
> 
> ___
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RE: [otrs] how to access from another pc?

[pri pri]

hi

u can access it this way when u are part of a domain

http://domain/otrs/index.pl
 
hope this helps


Date: Wed, 10 Oct 2007 11:15:38 +0300
From: [EMAIL PROTECTED]
To: otrs@otrs.org
Subject: [otrs] how to access from another pc?

i am new to OTRS.

please guide me how to access OTRS form another pc not from localhost.

thanks

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[otrs] Delay before sending e-mail

[Harry Cruz]

Hello, Everyone!

I've installed OTRS on a Debian-based Linux Distro and, fortunately,
everythings goes okay (so far), except for a delay I get when performing an
operation which relies on e-mail sending functionality, like answering a
customer ticket. I run it on a MS Exchange Server, in an intranet.

I think OTRS might be performing some kind of checking before actually
sending the mail. If that's the case, what would that be? Have you ever
experienced that?

Best regards,

Harry
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Re: [otrs] Hide tickets, national characters and state changing

[Nils Breunese (Lemonbit)]

Marius Flage wrote:

1) How to "hide" tickets that the current user doesn't have lock  
on? Of course it should still be able to view them if you  
specifically want to, but just hide them from the view


From what view?

2) National characters in the subject field. When sending out  
replies to tickets, national characters like "æ", "ø" and "å"  
aren't displayed at all, potentially leaving the subject field  
looking a bit odd. Is there a way to debug/fix this? I've set the  
charset of the system to utf-8.


I believe UTF-8 is still a bit buggy in OTRS. We're using 'iso-8859-1'.

3) I want to easily alter the state of a ticket without having to  
either enter a message or anything else. I just want the ability to  
go in to a ticket and set its status, without any questions asked :)


I don't believe you can. I totally agree with OTRS that it is a very  
good idea to demand a reason when performing an action on a ticket by  
the way. In this way you always know why a change happened.


Nils Breunese.


PGP.sig
Description: Dit deel van het bericht is digitaal ondertekend
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RE: [otrs] OTRS very slow

[Mark Nernberg]

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of pri
pri
Sent: Friday, October 19, 2007 10:07 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] OTRS very slow

hi 
thanks for your reply. 
i did not know windows platform was the problem here. 
unfortunately OTRS is all set up and running here now.
is there any way to improve the performance?
will an upgrade to the latest version help?
 thank you

swatha


First, improving performance will require some analysis to find the
bottleneck(s).

Secondly, what do you expect running Windows?  You've started off with a
slow, inefficient platform.  Fixing it now is like polishing a turd.  You
will never get to 100%, since you're starting in a hole.  PerlWin was never
all that efficient, either.

Upgrading OTRS isn't going to make a difference.  Upgrading the hardware
*might* make a difference.

You need to test: network performance, disk i/o performance, web server
efficiency, and the database performance -- and that's for starters.
Perhaps by fixing disk i/o and the database performance you will find OTRS
to get to "acceptable" performance levels.  Perhaps not.

The other poster who suggested building and dedicating a Linux system is
on-the-money.  Transferring your data and installation to a Linux box should
be fairly easy once you've got the base system built (i.e. Linux, Apache,
Perl, MySQL, all other prerequisites).






> Date: Fri, 19 Oct 2007 15:41:33 +0200
> From: [EMAIL PROTECTED]
> To: otrs@otrs.org
> Subject: Re: [otrs] OTRS very slow
> 
> Hi,
> 
> I would be interested and curious in seeing this "not slow" OTRS and see 
> which time responses you have when displaying queue view, customer_user 
> link and overall Agent Administration panels ... etc :)
> 
> Which hardware do you have ? Which backend are you using please ?
> 
> By the way, about pri pri question, I have also no experience about an 
> OTRS install under Windows but as I can see and strongly think 
> performance is not the best feature under OTRS, I can advise you to 
> dedicate a linux box to OTRS, that will probably avoid some others 
> problems linked to Windows ...
> 
> Thanks by advance for your answers.
> 
> Laurent MINOST
> 
> 
> Richard Hinkamp - BeSite a écrit :
> > We have an install with 100.000 tickets and it's not slow. It is not
> > running on Windows (Linux+mysql), so don't know about windows
installs...
> > 
> > Richard
> > 
> > pri pri wrote:
> >> hi all
> >> i have been using OTRS on windows small business server 2003 for 4
> >> months now.
> >> i am using version 2.2.1 and wanted to know if the system gets very
slow
> >> if there are more than 3000 tickets in my system. i have had frequent
> >> SPAM attacks and ended up with 16- 20 thousand e-mails in my system.
> >> the system is extremely slow. i would like to know if the system will
> >> get very slow if there are more than 3-4 thousand tickets. please let
me
> >> know if you know anything about it.
> >> thank you
> > ___
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> > Archive: http://lists.otrs.org/pipermail/otrs
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> > Support or consulting for your OTRS system?
> > => http://www.otrs.com/
> > 
> 
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[otrs] Hide tickets, national characters and state changing

[Marius Flage]

Hi there

1) How to "hide" tickets that the current user doesn't have lock on? Of 
course it should still be able to view them if you specifically want to, 
but just hide them from the view


2) National characters in the subject field. When sending out replies to 
tickets, national characters like "æ", "ø" and "å" aren't displayed at 
all, potentially leaving the subject field looking a bit odd. Is there a 
way to debug/fix this? I've set the charset of the system to utf-8.


3) I want to easily alter the state of a ticket without having to either 
enter a message or anything else. I just want the ability to go in to a 
ticket and set its status, without any questions asked :)


Thanks in advance!

Marius
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Re: [otrs] OTRS very slow

[look . ice]

I think it's better to make tests to find out bottle neck of your system and
make particular upgrade.




2007/10/19, pri pri <[EMAIL PROTECTED]>:
>
> hi
> thanks for your reply.
> i did not know windows platform was the problem here.
> unfortunately OTRS is all set up and running here now.
> is there any way to improve the performance?
> will an upgrade to the latest version help?
>  thank you
>
> swatha
>
>
> > Date: Fri, 19 Oct 2007 15:41:33 +0200
> > From: [EMAIL PROTECTED]
> > To: otrs@otrs.org
> > Subject: Re: [otrs] OTRS very slow
> >
> > Hi,
> >
> > I would be interested and curious in seeing this "not slow" OTRS and see
>
> > which time responses you have when displaying queue view, customer_user
> > link and overall Agent Administration panels ... etc :)
> >
> > Which hardware do you have ? Which backend are you using please ?
> >
> > By the way, about pri pri question, I have also no experience about an
> > OTRS install under Windows but as I can see and strongly think
> > performance is not the best feature under OTRS, I can advise you to
> > dedicate a linux box to OTRS, that will probably avoid some others
> > problems linked to Windows ...
> >
> > Thanks by advance for your answers.
> >
> > Laurent MINOST
> >
> >
> > Richard Hinkamp - BeSite a écrit :
> > > We have an install with 100.000 tickets and it's not slow. It is not
> > > running on Windows (Linux+mysql), so don't know about windows
> installs...
> > >
> > > Richard
> > >
> > > pri pri wrote:
> > >> hi all
> > >> i have been using OTRS on windows small business server 2003 for 4
> > >> months now.
> > >> i am using version 2.2.1 and wanted to know if the system gets very
> slow
> > >> if there are more than 3000 tickets in my system. i have had frequent
> > >> SPAM attacks and ended up with 16- 20 thousand e-mails in my system.
> > >> the system is extremely slow. i would like to know if the system will
> > >> get very slow if there are more than 3-4 thousand tickets. please let
> me
> > >> know if you know anything about it.
> > >> thank you
> > > ___
> > > 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 or consulting for your OTRS system?
> > > => http://www.otrs.com/
> > >
> >
> > ___
> > 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 or consulting for your OTRS system?
> > => http://www.otrs.com/
>
> --
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RE: [otrs] OTRS very slow

[pri pri]

hi 
thanks for your reply. 
i did not know windows platform was the problem here. 
unfortunately OTRS is all set up and running here now.
is there any way to improve the performance?
will an upgrade to the latest version help?
 thank you

swatha


> Date: Fri, 19 Oct 2007 15:41:33 +0200
> From: [EMAIL PROTECTED]
> To: otrs@otrs.org
> Subject: Re: [otrs] OTRS very slow
> 
> Hi,
> 
> I would be interested and curious in seeing this "not slow" OTRS and see 
> which time responses you have when displaying queue view, customer_user 
> link and overall Agent Administration panels ... etc :)
> 
> Which hardware do you have ? Which backend are you using please ?
> 
> By the way, about pri pri question, I have also no experience about an 
> OTRS install under Windows but as I can see and strongly think 
> performance is not the best feature under OTRS, I can advise you to 
> dedicate a linux box to OTRS, that will probably avoid some others 
> problems linked to Windows ...
> 
> Thanks by advance for your answers.
> 
> Laurent MINOST
> 
> 
> Richard Hinkamp - BeSite a écrit :
> > We have an install with 100.000 tickets and it's not slow. It is not
> > running on Windows (Linux+mysql), so don't know about windows installs...
> > 
> > Richard
> > 
> > pri pri wrote:
> >> hi all
> >> i have been using OTRS on windows small business server 2003 for 4
> >> months now.
> >> i am using version 2.2.1 and wanted to know if the system gets very slow
> >> if there are more than 3000 tickets in my system. i have had frequent
> >> SPAM attacks and ended up with 16- 20 thousand e-mails in  my system.
> >> the system is extremely slow. i would like to know if the system will
> >> get very slow if there are more than 3-4 thousand tickets. please let me
> >> know if you know anything about it.
> >> thank you
> > ___
> > 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 or consulting for your OTRS system?
> > => http://www.otrs.com/
> > 
> 
> ___
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Re: [otrs] OTRS very slow

[Laurent Minost]

Hi,

I would be interested and curious in seeing this "not slow" OTRS and see 
which time responses you have when displaying queue view, customer_user 
link and overall Agent Administration panels ... etc :)


Which hardware do you have ? Which backend are you using please ?

By the way, about pri pri question, I have also no experience about an 
OTRS install under Windows but as I can see and strongly think 
performance is not the best feature under OTRS, I can advise you to 
dedicate a linux box to OTRS, that will probably avoid some others 
problems linked to Windows ...


Thanks by advance for your answers.

Laurent MINOST


Richard Hinkamp - BeSite a écrit :

We have an install with 100.000 tickets and it's not slow. It is not
running on Windows (Linux+mysql), so don't know about windows installs...

Richard

pri pri wrote:

hi all
i have been using OTRS on windows small business server 2003 for 4
months now.
i am using version 2.2.1 and wanted to know if the system gets very slow
if there are more than 3000 tickets in my system. i have had frequent
SPAM attacks and ended up with 16- 20 thousand e-mails in  my system.
the system is extremely slow. i would like to know if the system will
get very slow if there are more than 3-4 thousand tickets. please let me
know if you know anything about it.
thank you

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Re: [otrs] OTRS very slow

[Richard Hinkamp - BeSite]

We have an install with 100.000 tickets and it's not slow. It is not 
running on Windows (Linux+mysql), so don't know about windows installs...


Richard

pri pri wrote:

hi all
i have been using OTRS on windows small business server 2003 for 4 
months now.
i am using version 2.2.1 and wanted to know if the system gets very slow 
if there are more than 3000 tickets in my system. i have had frequent 
SPAM attacks and ended up with 16- 20 thousand e-mails in  my system. 
the system is extremely slow. i would like to know if the system will 
get very slow if there are more than 3-4 thousand tickets. please let me 
know if you know anything about it.

thank you

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[otrs] OTRS very slow

[pri pri]

hi all
i have been using OTRS on windows small business server 2003 for 4 months now.
i am using version 2.2.1 and wanted to know if the system gets very slow if 
there are more than 3000 tickets in my system. i have had frequent SPAM attacks 
and ended up with 16- 20 thousand e-mails in  my system. the system is 
extremely slow. i would like to know if the system will get very slow if there 
are more than 3-4 thousand tickets. please let me know if you know anything 
about it. 
thank you



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Re: [otrs] upgrade

[Adriano Amaral]

Ok first get rid of the biggest bug of all, WIN2K3, get yourself a linux
box and you should get OTRS running flawlessly...

pri pri a écrit:
> hi all
>
> i am using otrs on windows small business server 2003. i am using
> version 2.2.1 which has a bug. the apache server keeps dropping and i
> get the httpd.exe failed error.
>
> i would like to upgrade to a bug free version. can somebody tell me
> what the procedure to upgrade is because i have to completely re
> install the new version. what kind of backup should i take or can i
> upgrade it without having re install the whole system.
>
> can i just include some modules that can help upgrading it to the bug
> free version.
> please let me know
>
> thank you
>
>
>
> 
> Check out some new online services at Windows Live Ideas—so new they
> haven’t even been officially released yet. Try it!
> 
> 
>
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[otrs] upgrade

[pri pri]

hi all 

i am using otrs on windows small business server 2003. i am using version 2.2.1 
which has a bug. the apache server keeps dropping and i get the httpd.exe 
failed error.

i would like to upgrade to a bug free version. can somebody tell me what the 
procedure to upgrade is because i have to completely re install the new 
version. what kind of backup should i take or can i upgrade it without having 
re install the whole system.

can i just include some modules that can help upgrading it to the bug free 
version.
please let me know

thank you



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[otrs] Search/order by ticket updated date

[Eirik Pettersen]

I've asked this before, but got no response so I'll try again!

 

Is there any way you can configure the queues to be ordered by the last
updated date instead of the creation date?

 

We close tickets when we answer them, but we allow follow-ups to reopen
them.  If a customer replies to an old ticket, they appear at the top of
the list ahead of newer queries that were replied to perhaps more
recently.  We like to respond to each communication from a customer in
order, not preferentially deal with those who have followed up older
tickets.

 

What we'd also like to do is actually do searches like 'show me tickets
updated in the last 24 hours' but the only date field on the search page
is the 'created date'.

 

If there is nothing out there already, can anyone point us in the right
direction as to submit a feature request, or how we may patch it to do
that ourselves?

 

Thanks,

 

Eirik

 

 

Eirik Pettersen, Chief Technology Officer, Gandi Group Ltd

www.gandi.net/www.moonfruit.com

 

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