Re: [otrs] OTRS on an Amazon EC2 Micro Instance
On 12/18/2011 08:52 PM, Robinson Mitchell wrote: Greetings: This isn't a how-to technical question. I'm just interested in how others are using OTRS. We are a small IT company and until recently we were running OTRS 2.47 with ITSM on an Amazon EC2 Small instance. We replaced a commercial helpdesk system which used the JBOSS stack on a Windows box about a year and a half ago with OTRS 2.47. The old helpdesk was ugly, buggy and barely ran. OTRS did everything we wanted and reduced our costs because a Linux instance was less expensive. We were very happy and have never thought about turning back. Recently Amazon had a hiccup with their EBS storage and I took advantage of that hiccup to go ahead and upgrade OTRS. Provisioned an Ubuntu VM on an internal server, installed OTRS 2.47 with ITSM and uploaded our database to it, then upgraded to OTRS 3.0.11 using source. I provisioned one of the new low-cost EC2 Micro instances using a Canonical Ubuntu 10.04LTS image, then installed 3.0.11 from source, then uploaded the upgraded database from our internal server and pointed the OTRS installation to the new database.. The Micro instance gives us a dedicated OTRS server in the Amazon cloud, and the cost with EBS storage and an Elastic IP address is less than $18 per month running 24/7. The micro instance performs well - no latency or lagginess issues at all in our experience ( the old Windows helpdesk would not even be able to run on a Micro instance). One thing that has gotten easier is the mail configuration - We use Google Apps as our email engine, and 3.0.11 was a snap to set up using Google Apps. Once I got database backups scripted then scheduled weekly system snapshots we were set. The new interface is very slick and also seems to display better in mobile devices - I can use my Android phone to work tickets on the native OTRS interface, but I am hoping to see a customized interface for Android like the one that's already working on iPhone. That's a snapshot of our experience - I'm interested to see if anyone else is hosting OTRS in the Amazon cloud and to hear of what other platforms people are using. If anyone needs help getting OTRS running in the Amazon cloud we'll be glad to answer questions as well. I've worked with dozens of ticketing systems in over 20 years of IT work, and nothing else even comes close to OTRS in terms of bang for buck. Kudos to the dev team and the community! Rob Hi Rob, Very interesting. How many tickets do you have a day? Thanks, -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.cl...@netwolves.com http://www.netwolves.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
[otrs] Company/Customer - addition of levels.
Hi list, I've been looking a bit at the Company/Customer part in OTRS. I'd like to add a level or two, I think. Not sure how else to implement. As far as I understand, the Customer part is the end-user that may or may not have access to the customer web-interface. And Companies let me group multiple customers under the same Company, and potentially all company tickets. So, building on that understanding, let's say I wanted to do something like this: Company1 / Site1 / Customer1 Company1 / Site1 / Customer2 Company1 / Site2 / Customer2 Company1 / Site2 / Customer3 Company1 / Site3 / Customer1 In this case I'm using sites. It could also have been Sub-Contractors or similar. Do I have any built-in ways of accomplishing this? I know OTRS can do all kinds of things just by fiddling around in sysconfig, but I'm not quite sure what to look for. I'd like to use both internal and external customer databases. Currently I'm thinking about pulling the Site part back as a queue, but I just see a potential queue/customer/group/agent management nightmare coming up. :) I think I've seen a few similar requests, but not with a definitive answer, so I dare to ask again. Thanks for any input... -- /Sune T. - 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
Re: [otrs] OTRS on an Amazon EC2 Micro Instance
On 12/19/2011 09:12 AM, Robinson Mitchell wrote: Everything is in the cloud but I also do database dumps to local storage periodically. If you have the database you can rebuild the OTRS instance very quickly from source (no compiling - just load up a LAMP stack, Perl and support binaries, extract the app, apply file system permissions then enter the database credentials and you're pretty much set. This allows creation of a local VM for testing and experimentation. On Mon, Dec 19, 2011 at 8:07 AM, Steve Clark scl...@netwolves.com mailto:scl...@netwolves.com wrote: On 12/19/2011 08:59 AM, Robinson Mitchell wrote: Hi Steve: We're a small boutique IT shop serving small businesses, so we usually have fewer than 25 tickets per day, and only have three techs, so the transactional load on the server is very low. The nice thing about using EC2 is that if we need to move up to a small instance, I can simply stop the server, make a snapshot, the launch the snapshot as a new instance and choose to make it a small or large instead of a micro. Instant scalability if it's needed. Do you keep local backup copies or is everything in the cloud? On Mon, Dec 19, 2011 at 5:51 AM, Steve Clark scl...@netwolves.com mailto:scl...@netwolves.com wrote: On 12/18/2011 08:52 PM, Robinson Mitchell wrote: Greetings: This isn't a how-to technical question. I'm just interested in how others are using OTRS. We are a small IT company and until recently we were running OTRS 2.47 with ITSM on an Amazon EC2 Small instance. We replaced a commercial helpdesk system which used the JBOSS stack on a Windows box about a year and a half ago with OTRS 2.47. The old helpdesk was ugly, buggy and barely ran. OTRS did everything we wanted and reduced our costs because a Linux instance was less expensive. We were very happy and have never thought about turning back. Recently Amazon had a hiccup with their EBS storage and I took advantage of that hiccup to go ahead and upgrade OTRS. Provisioned an Ubuntu VM on an internal server, installed OTRS 2.47 with ITSM and uploaded our database to it, then upgraded to OTRS 3.0.11 using source. I provisioned one of the new low-cost EC2 Micro instances using a Canonical Ubuntu 10.04LTS image, then installed 3.0.11 from source, then uploaded the upgraded database from our internal server and pointed the OTRS installation to the new database.. The Micro instance gives us a dedicated OTRS server in the Amazon cloud, and the cost with EBS storage and an Elastic IP address is less than $18 per month running 24/7. The micro instance performs well - no latency or lagginess issues at all in our experience ( the old Windows helpdesk would not even be able to run on a Micro instance). One thing that has gotten easier is the mail configuration - We use Google Apps as our email engine, and 3.0.11 was a snap to set up using Google Apps. Once I got database backups scripted then scheduled weekly system snapshots we were set. The new interface is very slick and also seems to display better in mobile devices - I can use my Android phone to work tickets on the native OTRS interface, but I am hoping to see a customized interface for Android like the one that's already working on iPhone. That's a snapshot of our experience - I'm interested to see if anyone else is hosting OTRS in the Amazon cloud and to hear of what other platforms people are using. If anyone needs help getting OTRS running in the Amazon cloud we'll be glad to answer questions as well. I've worked with dozens of ticketing systems in over 20 years of IT work, and nothing else even comes close to OTRS in terms of bang for buck. Kudos to the dev team and the community! Rob Hi Rob, Very interesting. How many tickets do you have a day? Thanks, Yes it is pretty simple to setup. We are currently running in house with a daily backup to another machine which automatically loads the backup. This way we have at the least a backup that is only a day old. I want to move to postgresql 9.1.x from postgresql 8.4.4 so we can do streaming replication. I am very intrigued with doing in the cloud to mitigate DR issues, since we are in Florida and could possibly be hit by a hurricane. -- Stephen Clark *NetWolves* Sr. Software Engineer III Phone: 813-579-3200 Fax: 813-882-0209 Email: steve.cl...@netwolves.com http://www.netwolves.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
[otrs] Postmaster filters - custom headers?
Hi, If I want to use a custom header to set a value in OTRS, can I use X-OTRS-TicketValue1? If not, would it break things if I'd use the X-OTRS-SLA header value and modify it using a posmaster filter? Thanks, Ugo - 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
Re: [otrs] Installation on Windows of 3.1 B2
Has the B2 tarball been fixed? If not, is there an easy way for me to update the Windows B1 to B2? Thanks much, Timothy J. Deerinck Owner / Senior Network Systems Engineer -Original Message- From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Michiel Beijen Sent: Tuesday, December 13, 2011 12:04 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] Installation on Windows of 3.1 B2 Hi Timothy, there was an unfortunate issue when creating the tarball for 3.1beta2, one of the modules was not bundled. This causes your issue. Please try beta1 for now :( -- Mike On Tue, Dec 13, 2011 at 16:46, Timothy J. Deerinck tdeeri...@networkp.com wrote: Hello all, Has anyone run into the problem of getting an Internal Server when completing the install of OTRS 3.1B2? Right after testing the mail setup, which is successful in my case, the error comes up and the setup does not complete. If I then login to the system, it is still appearing to be in install mode. If I click on Admin and then Customer Company and try to add a Customer Company, the Internal Server error again comes up. Any ideas?? Thanks much in advance, Timothy J. Deerinck This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - 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 This e-mail and any attachments may contain confidential and privileged information. If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this e-mail and destroy any copies. Any dissemination or use of this information by a person other than the intended recipient is unauthorized and is strictly prohibited by law. - 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
Re: [otrs] Company/Customer - addition of levels.
On 12/19/2011 01:51 PM, otrs-requ...@otrs.orgmailto:otrs-requ...@otrs.org wrote: -- Message: 1 Date: Mon, 19 Dec 2011 12:01:09 + From: Sune T. Tougaard s...@lyngsoesystems.commailto:s...@lyngsoesystems.com Subject: [otrs] Company/Customer - addition of levels. To: otrs@otrs.orgmailto:otrs@otrs.org otrs@otrs.orgmailto:otrs@otrs.org Message-ID: 307b82f59acec64a963ef7b6284114dd1c1e6...@dkmail01.lint.lyngso-industri.dkmailto:307b82f59acec64a963ef7b6284114dd1c1e6...@dkmail01.lint.lyngso-industri.dk Content-Type: text/plain; charset=us-ascii Hi list, I've been looking a bit at the Company/Customer part in OTRS. I'd like to add a level or two, I think. Not sure how else to implement. As far as I understand, the Customer part is the end-user that may or may not have access to the customer web-interface. And Companies let me group multiple customers under the same Company, and potentially all company tickets. So, building on that understanding, let's say I wanted to do something like this: Company1 / Site1 / Customer1 Company1 / Site1 / Customer2 Company1 / Site2 / Customer2 Company1 / Site2 / Customer3 Company1 / Site3 / Customer1 In this case I'm using sites. It could also have been Sub-Contractors or similar. Do I have any built-in ways of accomplishing this? I know OTRS can do all kinds of things just by fiddling around in sysconfig, but I'm not quite sure what to look for. I'd like to use both internal and external customer databases. Currently I'm thinking about pulling the Site part back as a queue, but I just see a potential queue/customer/group/agent management nightmare coming up. :) I think I've seen a few similar requests, but not with a definitive answer, so I dare to ask again. Thanks for any input... -- /Sune T. We do something similar here, the way we handle it is by using a structured customer ID. 1. First we enabled the additional Customer Ids option in the table and in the customer mapping as described in the admin/dev manuals. 2. Then we set up the Main Company Id (eg Company A = CPA, Company x = CPX), 3. Next each Subgroup/site adds to the ID (eg Company A new york = CPANY, Company A Toronto = CPATO) 4. Finally, the users get either the ID of the Subgroup/site or they can each have their own, depending on if you want them seeing each others tickets. (eg. company a users don't see each others tickets so: Company A new york user 1 id= CPANY01, user2 id= CPANY02. Company X sees each others tickets by default, so Company X London user 1 id= CPXLN, user2 id= CPXLN) You have to do some extra processing at the database level to make this work nicely, you need either another table to keep track of which users should see other users, or else you have to enter all the additional Ids manually. but if you set this up, then when you set the additional IDs field, instead of default on the customer web interface, (where the my tickets just shows the tickets that user is listed on, and company tickets showing tickets with that customer ID) you get all tickets for that user under the my tickets, and under the my company, you get all tickets under theat id, plus any ticket under an id listed in their other ids entry. It works pretty well for us, but we are only using one customer database. I imagine that if you used multiple databases for your customer auth, it might get slightly more difficult to sync up the additional Ids fields. Especially, if you can't add rows/tables to the external databases. I'm not going to say this is the only way, just an Idea that we found functional. -- Matthew Pulliam System Administrator Exegy Inc. 349 Marshall Ave, Suite 100 St. Louis, MO Direct: (314) 218-3600 x656 Office: (314) 218-3600 Fax: (314) 218-3601 www.exegy.comhttp://www.exegy.com This e-mail and any documents accompanying it may contain legally privileged and/or confidential information belonging to Exegy, Inc. Such information may be protected from disclosure by law. The information is intended for use by only the addressee. If you are not the intended recipient, you are hereby notified that any disclosure or use of the information is strictly prohibited. If you have received this e-mail in error, please immediately contact the sender by e-mail or phone regarding instructions for return or destruction and do not use or disclose the content to others. - 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
