Re: [otrs] stop Ownerupdate notification
hi Marek, u should check the Admin=> Queue, ur default queue setting, Customer Owner Notify: set it to No. result in the no notification to the customer. -- regards: Amanpreet Singh On Thu, May 28, 2009 at 1:04 AM, wrote: > Send otrs mailing list submissions to >otrs@otrs.org > > To subscribe or unsubscribe via the World Wide Web, visit >http://lists.otrs.org/cgi-bin/listinfo/otrs > or, via email, send a message with subject or body 'help' to >otrs-requ...@otrs.org > > You can reach the person managing the list at >otrs-ow...@otrs.org > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of otrs digest..." > > > Today's Topics: > > 1. Max characters per faq (Emily Flynn) > 2. getting 'open with...' window when using compose answer > (email) (Craig Meirick) > 3. stop Ownerupdate notification (Marek Bor) > 4. Re: Max characters per faq (Michiel Beijen) > > > -- > > Message: 1 > Date: Wed, 27 May 2009 16:57:59 +0100 > From: Emily Flynn > Subject: [otrs] Max characters per faq > To: otrs@otrs.org > Message-ID: >< > ofb821e3f7.6bb141ea-on802575c3.00569606-802575c3.0057b...@email.zurich.com > > > > Content-Type: text/plain; charset="us-ascii" > > Hi! > > I am inputting a lot of information into the FAQ module at the minute, but > there seems to be a max amount of characters allowed in the Symptoms > dialog box.. how can I change this to increase the limit..? I couldn't > see anything in the normal sysconfig section. > > Thanks. > > > Kind Regards, > > Emily Flynn > > Junior IT Systems Administrator > Zurich Bank/Zurich Treasury Services Ltd > 3rd Floor La Touche House > IFSC > Dublin 1 > > Tel: 00353 1 4179266 > Fax: 00353 1 4179201 > Mob: 00353 86 0864194 > Email: emily.fl...@zurichbank.com > -- next part -- > An HTML attachment was scrubbed... > URL: < > http://lists.otrs.org/pipermail/otrs/attachments/20090527/4e1a01c0/attachment-0001.html > > > > -- > > Message: 2 > Date: Wed, 27 May 2009 10:29:44 -0500 > From: "Craig Meirick" > Subject: [otrs] getting 'open with...' window when using compose >answer (email) > To: otrs@otrs.org > Message-ID: <4a1d1617.12112.a7d...@meirickc.nicc.edu> > Content-Type: text/plain; charset=US-ASCII > > Hello fellow OTRS users, > > I am using v. 2.3.4 and am trying to use the Compose Answer (Email) > function to reply to > tickets. This is a fresh install and to my knowledge this particular > function hasn't worked > before. When choosing to 'reply to' I get an Open With... dialog box to > open a file 'Index.pl' > > The URI that this link produces is: > > http://10.10.1.44/otrs/index.pl?Action=AgentTicketCompose&ResponseID=3&TicketID=4647 > &ArticleID=9402<http://10.10.1.44/otrs/index.pl?Action=AgentTicketCompose&ResponseID=3&TicketID=4647%0A&ArticleID=9402> > > Does anybody have any light to shed on this one? > > TIA > Craig > > >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> > Craig Meirick, Help Desk/PC Support > Northeast Iowa Community College -- http://www.nicc.edu > <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< > > > -- > > Message: 3 > Date: Wed, 27 May 2009 14:13:22 + > From: Marek Bor > Subject: [otrs] stop Ownerupdate notification > To: > Message-ID: > Content-Type: text/plain; charset="iso-8859-2" > > > Hi, > We are using OTRS v.234 - great ticket troubling systemJ. > Changing owner of a ticket triggers an Ownerupdate and an Addnote > notification - both are send by emails to the new owner. I do not need this > feature but I can not block/disable it in any way either. > Does an OTRS Expert would be so nice and give me a hint how to stop this > automatic notification? > Best regards > Marek > _ > U?ywasz Messengera? Korzystasz tak?e z Windows Live. Dowiedz si? wi?cej. > http://www.microsoft.com/poland/windows/windowslive/ > -- next part -- > An HTML attachment was scrubbed... > URL: < > http://lists.otrs.org/pipermail/otrs/attachments/20090527/8e2546cb/attachment-0003.html > > > -- next part -- &g
[otrs] Host based themes & Customer Authentication
Hello, We are using host based themes for different customers. Each customer has it's own authentication backend. Is there a way to prevent customer B's user from logging into Customer A's panel? Thanks, Savitra Sirohi Nucsoft OSS Labs http://www.osslabs.biz - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Max characters per faq
Hi Emily,
You did not mention what FAQ version and database make/model you are using,
but on MySQL the fields are defined as "text" which makes it not able to
hold more than 2^16 characters. It will truncate the string and not tell
you. If you'd save the FAQ article and open it, it will 'only' display the
first 65000 characters, the rest will be gone...
I have inserted some large chunks of Kafka into new FAQ entries on my test
environment. The Symptom field is stored in the field called f_field1 on the
faq_item table, as is defined in Admin > Sysconfig > FAQ > Core::Item >
FAQ::Item::Field1. The fields are limited at 65535 characters, to be
precise.
mysql> select length(f_field1) from faq_item;
+--+
| length(f_field1) |
+--+
| 31 |
| 107 |
| 168 |
|65535 |
|65535 |
+--+
5 rows in set (0.00 sec)
Then I found this post about the storage capacities of 'text' type fields in
mysql: http://simonwillison.net/2002/Aug/1/mysqlTextLimits/
That made me wonder if this is present in more places in OTRS:
mysql> select table_name, column_name from information_schema.columns where
data_type = 'text';
+---+---+
| table_name| column_name |
+---+---+
| article | a_from|
| article | a_reply_to|
| article | a_to |
| article | a_cc |
| article | a_subject |
| article | a_message_id |
| article_search| a_from|
| article_search| a_to |
| article_search| a_cc |
| article_search| a_subject |
| article_search| a_message_id |
| auto_response | text0 |
| auto_response | text1 |
| auto_response | text2 |
| faq_item | f_keywords|
| faq_item | f_field1 |
| faq_item | f_field2 |
| faq_item | f_field3 |
| faq_item | f_field4 |
| faq_item | f_field5 |
| faq_item | f_field6 |
| notifications | text |
| salutation| text |
| sessions | session_value |
| signature | text |
| standard_response | text |
+---+---+
26 rows in set (0.12 sec)
But as you can see only in places where it makes sense (at least to me) the
'text' type is used... *except* in the faq_item table. Personally, I find
symptoms of > 65535 bytes a bit long but I think that should be possible.
Also I think it the Problem and Solution fields should be able to handle
real long amounts of text and AT LEAST the system should complain instead of
silently truncating your texts.
As a quick hack, you could change the field type in the database to
'mediumtext' type which can keep a maximum of 2^32 characters which is about
4.294.967.296.
mysql> alter table `faq_item` change `f_field1` `f_field1` MEDIUMTEXT;
Query OK, 5 rows affected (0.14 sec)
Records: 5 Duplicates: 0 Warnings: 0
You'd probably want to do the same to the fields f_field2 ("Problem") and
f_field3 ("Solution").
The field lenghts are defined in the OPML file which is here:
ftp://ftp.otrs.org/pub/otrs/packages/FAQ-1.5.4.opm - there you see the
fields are defined as storing 2 characters, MySQL then creates them with
the 'text' datatype.
I would like to ask you if you can file this bug in Bugzilla (
http://bugs.otrs.org) so it may be resolved in the next version of the FAQ
module.
Kind regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl
On Wed, May 27, 2009 at 17:57, Emily Flynn wrote:
>
> Hi!
>
> I am inputting a lot of information into the FAQ module at the minute, but
> there seems to be a max amount of characters allowed in the Symptoms dialog
> box.. how can I change this to increase the limit..? I couldn't see
> anything in the normal sysconfig section.
>
> Thanks.
>
>
> Kind Regards,
>
> Emily Flynn
>
> Junior IT Systems Administrator
> Zurich Bank/Zurich Treasury Services Ltd
> 3rd Floor La Touche House
> IFSC
> Dublin 1
>
> Tel: 00353 1 4179266
> Fax: 00353 1 4179201
> Mob: 00353 86 0864194
> Email: emily.fl...@zurichbank.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
>
> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
> http://www.otrs.com/en/support/enterprise-subscription/
>
-
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[otrs] getting 'open with...' window when using compose answer (email)
Hello fellow OTRS users, I am using v. 2.3.4 and am trying to use the Compose Answer (Email) function to reply to tickets. This is a fresh install and to my knowledge this particular function hasn't worked before. When choosing to 'reply to' I get an Open With... dialog box to open a file 'Index.pl' The URI that this link produces is: http://10.10.1.44/otrs/index.pl?Action=AgentTicketCompose&ResponseID=3&TicketID=4647 &ArticleID=9402 Does anybody have any light to shed on this one? TIA Craig >~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~>~> Craig Meirick, Help Desk/PC Support Northeast Iowa Community College -- http://www.nicc.edu <~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~<~< - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Max characters per faq
Hi! I am inputting a lot of information into the FAQ module at the minute, but there seems to be a max amount of characters allowed in the Symptoms dialog box.. how can I change this to increase the limit..? I couldn't see anything in the normal sysconfig section. Thanks. Kind Regards, Emily Flynn Junior IT Systems Administrator Zurich Bank/Zurich Treasury Services Ltd 3rd Floor La Touche House IFSC Dublin 1 Tel: 00353 1 4179266 Fax: 00353 1 4179201 Mob: 00353 86 0864194 Email: emily.fl...@zurichbank.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] How to create a Backup Strategy
Hello guys, i have been thinking over a backup strategy for my OTRS system. I should rather call this archive strategy. Now the DB size is now around 600 MB and i dont need the data anymore. but accasionally i do need them for some search purpose.Therefore, i need to archive this thing and keep it accessible cleaning the exisiting database. This would actually help me speed up my system. So can anyone suggest how can this be done, if at all. The live DB should begin from size 0MB and the old data should be somewhere else where it hsould be accessible via the OTRS front end. Thanks in advance for suggestions , if any.. Regards, Sumeet C Jain - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] stop Ownerupdate notification
Hi, We are using OTRS v.234 - great ticket troubling systemJ. Changing owner of a ticket triggers an Ownerupdate and an Addnote notification - both are send by emails to the new owner. I do not need this feature but I can not block/disable it in any way either. Does an OTRS Expert would be so nice and give me a hint how to stop this automatic notification? Best regards Marek _ Używasz Messengera? Korzystasz także z Windows Live. Dowiedz się więcej. http://www.microsoft.com/poland/windows/windowslive/- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Ticket escalation type
Hi, When a ticket is escalated, a message is sent to the agents, but agents do not understant why the ticket is escalated. How can we understand this? I mean, is it escalated due to FIRST RESPONSE TIME or SOULTION TIME? Thanks in advance, Aysel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] permissions
Hello all, I have a bit of trouble setting up permissions. We have 3 users, all in the users group. At the moment I have to give all permissions under the users group to the user, otherwise the user can not view the tickets... I know I am probably doing something wrong, but any pointers would be greatly appreciated! Kind regards, Coert Waagmeester - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Ticket escalation type
Hi, When a ticket is escalated, a message is sent to the agents, but agents do not understant why the ticket is escalated. How can we understand this? I mean, is it escalated due to FIRST RESPONSE TIME or SOULTION TIME? Thanks in advance, Aysel - 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
