RE: [otrs] Can I create stats for time units?

[Beugen, Peter van]

There is an SQL box in the Admin area, but you probably better use a
nice MySQL tool:

 

Recently I ran into a free -and pretty good- tool (so for anyone who it
might interest):

http://www.mentattech.com/download/installer_mysql_turbo_manager_free.ex
e
<http://www.mentattech.com/download/installer_mysql_turbo_manager_free.e
xe> 

 

I like the Navicat  tool.

 

Regards, Peter

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Beugen,
Peter van
Verzonden: dinsdag 20 maart 2007 23:07
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Can I create stats for time units?

 

Yes:

month(t.create_time) = 3

 

see:

http://dev.mysql.com/doc/refman/5.0/en/date-and-time-functions.html

 

and you can do anything on time/dates

 

Regards, Peter

 

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Donald
Musser
Verzonden: dinsdag 20 maart 2007 23:03
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Can I create stats for time units?

 

Hm...I see...simple enough, I suppose. Two questions come to mind in
light of this info:

- would it be possible to reflect that so that it's easily viewable in
the web interface?

- to modify the time period I'm searching for, could I do something like
this tp get work units for March? 
 month(t.create_time) = '03'

Thanks very much for your input.

~Myles

On 3/20/07, Beugen, Peter van < [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> >
wrote:

You can pretty easy create a query like:

 

SELECT

t.create_by,

u.first_name,

u.last_name,

Sum(t.time_unit)

FROM

time_accounting AS t

Left Join system_user AS u ON t.create_by = u.id WHERE

year(t.create_time) =  '2006'

GROUP BY

t.create_by

 

It will give you userid, firtstname, lastname, total work-units In 2006

 

Regards,

Peter

 

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Donald
Musser
Verzonden: dinsdag 20 maart 2007 22:50
Aan: otrs@otrs.org
Onderwerp: [otrs] Can I create stats for time units?

 

Hello everyone,

I've had a bit of exposure to OTRS, as my company has been using it as
our ticketing system for months now. We recently made the decision to
start recording work units, and I wanted to know if anyone knew of a way
to incorporate work units into the STATS objects. More specifically, I
wanted to get the work units (by minutes or hours) for a particular
ticket queue within a given time period. Any suggestions? 

~Myles


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=> http://www.otrs.com/ 

 

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RE: [otrs] Can I create stats for time units?

[Beugen, Peter van]

Yes:

month(t.create_time) = 3

 

see:

http://dev.mysql.com/doc/refman/5.0/en/date-and-time-functions.html

 

and you can do anything on time/dates

 

Regards, Peter

 

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Donald
Musser
Verzonden: dinsdag 20 maart 2007 23:03
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Can I create stats for time units?

 

Hm...I see...simple enough, I suppose. Two questions come to mind in
light of this info:

- would it be possible to reflect that so that it's easily viewable in
the web interface?

- to modify the time period I'm searching for, could I do something like
this tp get work units for March? 
 month(t.create_time) = '03'

Thanks very much for your input.

~Myles

On 3/20/07, Beugen, Peter van < [EMAIL PROTECTED] <mailto:[EMAIL PROTECTED]> >
wrote:

You can pretty easy create a query like:

 

SELECT

t.create_by,

u.first_name,

u.last_name,

Sum(t.time_unit)

FROM

time_accounting AS t

Left Join system_user AS u ON t.create_by = u.id WHERE

year(t.create_time) =  '2006'

GROUP BY

t.create_by

 

It will give you userid, firtstname, lastname, total work-units In 2006

 

Regards,

Peter

 

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Donald
Musser
Verzonden: dinsdag 20 maart 2007 22:50
Aan: otrs@otrs.org
Onderwerp: [otrs] Can I create stats for time units?

 

Hello everyone,

I've had a bit of exposure to OTRS, as my company has been using it as
our ticketing system for months now. We recently made the decision to
start recording work units, and I wanted to know if anyone knew of a way
to incorporate work units into the STATS objects. More specifically, I
wanted to get the work units (by minutes or hours) for a particular
ticket queue within a given time period. Any suggestions? 

~Myles


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=> http://www.otrs.com/ 

 

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RE: [otrs] Can I create stats for time units?

[Beugen, Peter van]

You can pretty easy create a query like:

 

SELECT

t.create_by,

u.first_name,

u.last_name,

Sum(t.time_unit)

FROM

time_accounting AS t

Left Join system_user AS u ON t.create_by = u.id WHERE

year(t.create_time) =  '2006'

GROUP BY

t.create_by

 

It will give you userid, firtstname, lastname, total work-units In 2006

 

Regards,

Peter

 

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Donald
Musser
Verzonden: dinsdag 20 maart 2007 22:50
Aan: otrs@otrs.org
Onderwerp: [otrs] Can I create stats for time units?

 

Hello everyone,

I've had a bit of exposure to OTRS, as my company has been using it as
our ticketing system for months now. We recently made the decision to
start recording work units, and I wanted to know if anyone knew of a way
to incorporate work units into the STATS objects. More specifically, I
wanted to get the work units (by minutes or hours) for a particular
ticket queue within a given time period. Any suggestions? 

~Myles

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RE: [otrs] POP3 and SSL (idea)

[Beugen, Peter van]

You can use Fetchmail to POP it to a local account and then POP in in OTRS
Regards,
Peter
-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Miguel Angel Bayona 
Pérez
Verzonden: dinsdag 20 maart 2007 18:06
Aan: otrs@otrs.org
Onderwerp: [otrs] POP3 and SSL (idea)

It seems that more and more, POP3 e-mail access is done via SSL (i.e. 
gmail). Current implementation in OTRS (i.e. PostMasterPOP3.pl) is done 
via Net::POP3 module which does not support SSL. Would it be possible 
(and easy) to repalce it with the Mail::POP3Client? Unfortunatelly, I'm 
not a perl guy and I cannot see how difficult it is.  Is it a good 
idea?. Is it doable?

http://search.cpan.org/~sdowd/Mail-POP3Client-2.17/POP3Client.pm

-- 
---
Miguel Angel Bayona Pérez
OPT Sistemas
Avda. de los Prunos 11
28042 Madrid
T. +34 913 717 710
M. +34 639 197 571
[EMAIL PROTECTED]
http://www.optsistemas.com
---

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RE: [otrs] error message

[Beugen, Peter van]

I had the same problem with a new OTRS installation, while never had the 
problem before.

In the new installatio I used (as recommended) utf-8 charset.

 

I switched back from 'utf-8' to 'iso-8859-1' charset and the problem 
disappeared.

 

Regards,

Peter

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Tabitha Stang
Verzonden: woensdag 14 maart 2007 9:40
Aan: 'User questions and discussions about OTRS.org'
Onderwerp: AW: [otrs] error message

 

Hi Salvador,

 

Thanks for the quick answer!

 

Yeah, I'm sure that'd work but having the perl script not recover at all is 
prety harsh (especially in unattended situations like at 2am.)  Would it be 
possible for perl to trap such an error? (Sorry, I'm not a perl guru.)

 

Thanks!

Tabitha

 



Von: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Im Auftrag von Salvador Manzo
Gesendet: Dienstag, 13. März 2007 18:11
An: User questions and discussions about OTRS.org
Betreff: Re: [otrs] error message

 

POP3 clients occasionally fall over on a particular header.  When this happens, 
you usually need to use an alternate client to log into the mailbox and 
manually zap the problem message.


On 3/13/07 09:48, "Tabitha Stang" <[EMAIL PROTECTED]> wrote:

Hi OTRS List,
 
I'm using OTRS 2.1.6.  PostMasterPOP3.pl dies on a bad message with the 
following error:
 
Message 18/759 ([EMAIL PROTECTED])
Safety protection waiting 2 second till processing next mail...
Malformed UTF-8 character (unexpected non-continuation byte 0x63, immediately 
after start byte 0xfc) in pattern match (m//) at 
/usr/pkg/otrs/Kernel/cpan-lib/MIME/Words.pm line 223.
Malformed UTF-8 character (fatal) at 
/usr/pkg/otrs/Kernel/cpan-lib/MIME/Words.pm line 223.
 
What makes things worse is, the next time it starts up, it starts with message 
#1 and dies again on #18.  And then again, rinse and then repeat.
 
What to do?  Help!
Tabitha



- 
Salvador Manzo  [ 620 W. 35th St  *  Los Angeles, CA 90089   e. [EMAIL 
PROTECTED] ]
Auxiliary Services IT, Datacenter
University of Southern California
818-612-5112
--- 
"Sometimes it is said that man can not be trusted with government of himself. 
Can he, then, be trusted with the government of others? Or have we found angels 
in the forms of kings to govern him? Let history answer this question."
-- Thomas Jefferson (First Inaugural Address, 3/4 1801)

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RE: [otrs] Upgrading from Source 2.1.3 -> 2.1.6

[Beugen, Peter van]

I upgraded (RPM) form 2.1.3 -> 2.1.4 -> 2.1.5 -> 2.1.6
No problems.

I believe the OTRS policy is that database changes are only done with major 
release upgrades:
2.0 -> 2.1
2.1 -> 2.2
Etc
Regards,
Peter


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Steven Carr
Verzonden: maandag 12 maart 2007 10:32
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Upgrading from Source 2.1.3 -> 2.1.6

Forgive me for playing "ignorant user" here but the instructions clearly
say:

> These instructions are for people upgrading OTRS from "2.0" to "2.1".

I am not upgrading from 2.0, I'm upgrading from 2.1.x. The documentation needs 
to be more precise in future.

Steve


Nils Breunese (Lemonbit) wrote:
> I just downloaded the .tar.gz (I use the .rpm normally), but the 
> UPGRADING file does in fact list the things you need to backup and 
> provides you a command to run to upgrade your database (only needed to 
> get to 2.1, but you can run it anyway).
> 
> Nils Breunese.
> 

--
Steven Carr
Engineer - Khipu Networks
[EMAIL PROTECTED]
Secure - Compliant - Infrastructure

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RE: [otrs] Upgrading 2.1.4 to 2.1.6...

[Beugen, Peter van]

Yes, I did..
Stopped OTRS
stopped Apache
ran the 2.1.6 rpm
started Apache
started OTRS
Done

Regards,
Peter

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens David
Wojciechowski
Verzonden: donderdag 8 maart 2007 4:07
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Upgrading 2.1.4 to 2.1.6...

Anyone use the rpm directly over 2.1.5? Any issues? 

-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Kate Goodwin
Sent: Wednesday, March 07, 2007 10:02 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Upgrading 2.1.4 to 2.1.6...

Hi Jeff - I think you should refer to the UPGRADING doc in the
installation package - this appears to outline all the procedures you
should follow in the upgrade.  Please report back about how you go, as I
am looking to do this also.

Regards
Kate

Jeff Shepherd wrote:
> Is there any special methods that I need to be aware of before I 
> upgrade my install of OTRS from 2.1.4 to 2.1.6?
>
> -Jeff
>
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RE: [otrs] Unique Customer Base

[Beugen, Peter van]

Not the same, but I had also specific needs and changed the customer
table (added fields).

We use MySQL a lot so I used a MySQL tool for this (Navicat).

 

Recently I ran into a free -and pretty good- tool (so for anyone who it
might interest):

http://www.mentattech.com/download/installer_mysql_turbo_manager_free.ex
e
 

 

In the documentation is explained how to modify the customer table and
how the get your changes in OTRS visible:

http://doc.otrs.org/2.1/en/html/x1385.html#multible-customer-backend-exa
mple

 

$Self->{CustomerUser}

 

Regards,

Peter

 

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Rebekah
Hayes
Verzonden: vrijdag 16 februari 2007 1:49
Aan: otrs@otrs.org
Onderwerp: [otrs] Unique Customer Base

 

Looking for recommendations on how to use OTRS most efficiently for our
customer base.  We offer services to hotels therefore we're looking for
a way to do trouble ticketing by hotel and room.  We have no need of
First Name/Last Name for a customer.  I thought about using Hotel Name,
City for First Name, Last Name and the Account Number for the hotel as
the ID but not sure where to integrate room numbers.  Just installed the
system for the first time so I'm trying to go through the documentation
but was wondering if anyone had a similar setup or recommendations.

 

Thanks

 

R. Hayes

 

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RE: [otrs] Generic Agent

[Beugen, Peter van]

You should check if cron is running at your system.
Cron is the task scheduler wich runs GenericAgent.pl

I'm not a Linux expert, but there is always the internet...
Information about Cron:
http://www.unixgeeks.org/security/newbie/unix/cron-1.html

regards,
Peter


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Ramziddin Artykov
Verzonden: maandag 12 februari 2007 7:22
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Generic Agent

Hi Peter

Thanks for your fast reply.
In the FTP files i have found
the file you have indicated but what
should I check there for.
I have also found this line there:

print "usage: GenericAgent.pl [-c db || -c
'Kernel::Config::GenericAgentJobModule'] " .

pretty much like the one you wrote me

I am newbie in the OTRS
I know that Cron Job is
job that are done automatically
according to schedule but that's all
I know. So could you help me a bit more?
What should i do further?
I need your help

Regards

Ramziddin

On 2/11/07, Beugen, Peter van <[EMAIL PROTECTED]> wrote:
> No
>
> A generic agent job is there to run a scheduled job without any
> interaction/logging in (of course)
>
> I use them in my two OTRS installations without any problems
>
>
>
> But it is started by a cron job (which OTRS installs automatically)
>
> So:
>
> is Cron running?
>
> is the Cron job running???
>
>
>
> These jobs should be in your (otrs) Cron jobs:
>
> $HOME/bin/GenericAgent.pl >> /dev/null
> <http://192.168.123.111:1/cron/edit_cron.cgi?idx=11>
>
> $HOME/bin/GenericAgent.pl -c db >> /dev/null
> <http://192.168.123.111:1/cron/edit_cron.cgi?idx=13>
>
>
>
> Regards,
>
> Peter
>
>
>
>
>
> Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
> Ramziddin Artykov
> Verzonden: zondag 11 februari 2007 12:51
> Aan: User questions and discussions about OTRS.org
> Onderwerp: [otrs] Generic Agent
>
>
>
> Hi Everybody
>
> I have experimented a bit with the Generic agent
> and (partly) understood that it does an automatic job only when
> an admin log ins to the web intewrface and runs it.
> Is that true?
> if noty how to configure this god damn generic agent that it does
> his f** job every ten or whatever minutes without any
> manual running by some human?
>
> Don't get me wrong I was just out of my mind when i
> was writing this letter.
>
> Regards
>
> Ramziddin
>
>
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RE: [otrs] Generic Agent

[Beugen, Peter van]

No

A generic agent job is there to run a scheduled job without any
interaction/logging in (of course)

I use them in my two OTRS installations without any problems

 

But it is started by a cron job (which OTRS installs automatically)

So: 

is Cron running?

is the Cron job running???

 

These jobs should be in your (otrs) Cron jobs:

$HOME/bin/GenericAgent.pl >> /dev/null
 

$HOME/bin/GenericAgent.pl -c db >> /dev/null
 

 

Regards,

Peter

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Ramziddin Artykov
Verzonden: zondag 11 februari 2007 12:51
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] Generic Agent

 

Hi Everybody

I have experimented a bit with the Generic agent
and (partly) understood that it does an automatic job only when 
an admin log ins to the web intewrface and runs it.
Is that true?
if noty how to configure this god damn generic agent that it does 
his f** job every ten or whatever minutes without any
manual running by some human?

Don't get me wrong I was just out of my mind when i
was writing this letter.

Regards 

Ramziddin

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RE: [otrs] Help on Generic Agent

[Beugen, Peter van]

Did you check the GenericAgent Cron job ?

At defaults it runs every 20 minutes

 

Regards,

Peter van Beugen

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Ramziddin Artykov
Verzonden: zaterdag 10 februari 2007 9:36
Aan: otrs@otrs.org
Onderwerp: [otrs] Help on Generic Agent

 

Hi everybody

I urgently need a help on the generic agent
How to configure it in a way that it will be 
executing a job every ten minutes?
I have set the time to 10 minutes in the 
job settings but it didn't help. 

Regards

Ramziddin

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RE: [otrs] Info about Hardware

[Beugen, Peter van]

I run an OTRS installation (2.1.5) on a Compaq DeskPro P3, 500Mhz,
512mb, 20Gb (FC5, Apache2, MySQL 5)

75 queues and 60.000+ tickets a year. No problem at all

 

Regards,

Peter

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
Hellebust, Dan
Verzonden: donderdag 8 februari 2007 20:51
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] Info about Hardware

 

I'm running my system on a Debian system with a P4ht 2.4Ghz, 1GB RAM and
a 80GB (raid1) HD set.  It has a external connection of 100mb and I get
somewhere between 100-200 tickets per day and my load never goes over
1%.

 

/**/
Dan Hellebust
Information Specialist I
Administration and Finance
University of Kansas
785-864-5937
[EMAIL PROTECTED]
/**/



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Roger F. Ham
Sent: Thursday, February 08, 2007 12:42 PM
To: User questions and discussions about OTRS.org
Subject: [otrs] Info about Hardware

 

Hello friends.

 

I am trying to install a servant OTRS, usual of Network Hat 8 but the
necessary thing, but I hope to reach some 500 daily about 50 clients but
tikets by much. somebody has some idea that servant I need? I will thank
for them.

 

 

Roger F. Ham

Operaciones GCS

Tel. (504)504- 

e-mail: [EMAIL PROTECTED]  

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RE: [otrs] Upgrade from 2.1.2 to 2.1.5

[Beugen, Peter van]

The RH8 RPM works fine !!



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Danie
Verzonden: maandag 5 februari 2007 10:47
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Upgrade from 2.1.2 to 2.1.5

Thanks a lot Peter , will give it a bash.

Also , should it not be more prudent to maybe start a FC rpm binary , as

RH8.0 is rather old... any volunteers (I would but my packaging skills 
are limited as my time:P)

Beugen, Peter van wrote:

>I use FC5 as well, but do not use the FC OTRS
>
>Please read also the OTRS upgrading document !!
>
>I would:
>- backup the OTRS directory (/opt/otrs) and the OTRS (mysql) database
>- remove/uninstall otrs-2.0.4-3.fc5
>- rename the OTRS (mysql) database = OTRS directory probably in
>/var/lib/mysql/ (to OTRS204 ?)
>- install OTRS 2.1.5 RPM (do a complete fresh install)
>- stop OTRS, Apache and MySQL (service otrs/httpd/mysqld stop)
>- rename the new OTRS (mysql) database = OTRS directory probably in
>/var/lib/mysql/ (to OTRS215 ?)
>- make a new OTRS mysql directory (/var/lib/mysql/otrs)
>- copy all the files (mysql tables/indexes/..) from ../mysql/OTRS204
>directory in mysql/otrs directory
>- copy your config.pm settings from the old 204 to the new config.pm
(be
>carefull and lookup your settings in the manual because some syntax is
>changed)
>- start mysql (service mysqld start)
>- update the database changes (see OTRS upgrading document) !!!
>- start apache (service httpd start), otrs (service otrs start)
>
>Now you have a new 2.1.5 OTRS with all your old data
>If you use the FAQs, you will have to install this module in 2.1.5
>(Admin area / packages)
>
>I tried/used this method for upgrading from 2.0.3, and it worked for
>me
>
>Regards,
>Peter
>
>
>
>-Oorspronkelijk bericht-
>Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Danie
>Verzonden: maandag 5 februari 2007 8:44
>Aan: User questions and discussions about OTRS.org
>Onderwerp: Re: [otrs] Upgrade from 2.1.2 to 2.1.5
>
>I am running otrs-2.0.4-3.fc5 on a (you guessed it) FC5 distro , can I 
>use the Redhat RPM to upgrade or should i wait for the yum repositories

>to be updated?
>
>Beugen, Peter van wrote:
>
>  
>
>>Yes, I just ran the RPM
>>
>>(First stopped Apache and OTRS, ran the RPM, started apache, started 
>>OTRS...)
>>
>>For you safety you can (should?) of course backup the OTRS
>>
>>
>directory
>  
>
>>Regards,
>>
>>Peter
>>
>>*Van:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *Namens 
>>*Maurice James Ny
>>*Verzonden:* zondag 4 februari 2007 0:09
>>*Aan:* 'User questions and discussions about OTRS.org'
>>*Onderwerp:* RE: [otrs] Upgrade from 2.1.2 to 2.1.5
>>
>>How exactly did you do it? Just run the RPM as usual?
>>
>>
>>
>>
>---
-
>  
>
>>*From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On 
>>Behalf Of *Beugen, Peter van
>>*Sent:* Saturday, February 03, 2007 11:08 AM
>>*To:* User questions and discussions about OTRS.org
>>*Subject:* RE: [otrs] Upgrade from 2.1.2 to 2.1.5
>>
>>Changes in config.pm or made by the admin area (in ZZZauto.pm I think)
>>
>>
>
>  
>
>>will not be lost !
>>
>>I upgraded from 2.1.2 to .3, .4 and .5 and all my configed stuff was 
>>unchanged
>>
>>Regards,
>>
>>Peter
>>
>>*Van:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *Namens 
>>*Maurice James Ny
>>*Verzonden:* zaterdag 3 februari 2007 15:59
>>*Aan:* 'User questions and discussions about OTRS.org'
>>*Onderwerp:* [otrs] Upgrade from 2.1.2 to 2.1.5
>>
>>Does anyone know how to manually upgrade from version 2.1.2 to 2.1.5? 
>>What files got changed and what the changes are? I don't want to 
>>download the entire rpm or risk loosing any config modifications that 
>>I already made.
>>
>>--
-
>>
>>
>-
>  
>
>>___
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>>Archive: http://lists.otrs.org/pipermail/otrs
>>To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>Support orr consulting for your OTRS system?
>>=> http://www.otrs.com/
>>
>>
>>
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RE: [otrs] Upgrade from 2.1.2 to 2.1.5

[Beugen, Peter van]

I use FC5 as well, but do not use the FC OTRS

Please read also the OTRS upgrading document !!

I would:
- backup the OTRS directory (/opt/otrs) and the OTRS (mysql) database
- remove/uninstall otrs-2.0.4-3.fc5
- rename the OTRS (mysql) database = OTRS directory probably in
/var/lib/mysql/ (to OTRS204 ?)
- install OTRS 2.1.5 RPM (do a complete fresh install)
- stop OTRS, Apache and MySQL (service otrs/httpd/mysqld stop)
- rename the new OTRS (mysql) database = OTRS directory probably in
/var/lib/mysql/ (to OTRS215 ?)
- make a new OTRS mysql directory (/var/lib/mysql/otrs)
- copy all the files (mysql tables/indexes/..) from ../mysql/OTRS204
directory in mysql/otrs directory
- copy your config.pm settings from the old 204 to the new config.pm (be
carefull and lookup your settings in the manual because some syntax is
changed)
- start mysql (service mysqld start)
- update the database changes (see OTRS upgrading document) !!!
- start apache (service httpd start), otrs (service otrs start)

Now you have a new 2.1.5 OTRS with all your old data
If you use the FAQs, you will have to install this module in 2.1.5
(Admin area / packages)

I tried/used this method for upgrading from 2.0.3, and it worked for
me

Regards,
Peter



-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Danie
Verzonden: maandag 5 februari 2007 8:44
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Upgrade from 2.1.2 to 2.1.5

I am running otrs-2.0.4-3.fc5 on a (you guessed it) FC5 distro , can I 
use the Redhat RPM to upgrade or should i wait for the yum repositories 
to be updated?

Beugen, Peter van wrote:

> Yes, I just ran the RPM
>
> (First stopped Apache and OTRS, ran the RPM, started apache, started 
> OTRS...)
>
> For you safety you can (should?) of course backup the OTRS
directory
>
> Regards,
>
> Peter
>
> *Van:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *Namens 
> *Maurice James Ny
> *Verzonden:* zondag 4 februari 2007 0:09
> *Aan:* 'User questions and discussions about OTRS.org'
> *Onderwerp:* RE: [otrs] Upgrade from 2.1.2 to 2.1.5
>
> How exactly did you do it? Just run the RPM as usual?
>
>

>
> *From:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *On 
> Behalf Of *Beugen, Peter van
> *Sent:* Saturday, February 03, 2007 11:08 AM
> *To:* User questions and discussions about OTRS.org
> *Subject:* RE: [otrs] Upgrade from 2.1.2 to 2.1.5
>
> Changes in config.pm or made by the admin area (in ZZZauto.pm I think)

> will not be lost !
>
> I upgraded from 2.1.2 to .3, .4 and .5 and all my configed stuff was 
> unchanged
>
> Regards,
>
> Peter
>
> *Van:* [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] *Namens 
> *Maurice James Ny
> *Verzonden:* zaterdag 3 februari 2007 15:59
> *Aan:* 'User questions and discussions about OTRS.org'
> *Onderwerp:* [otrs] Upgrade from 2.1.2 to 2.1.5
>
> Does anyone know how to manually upgrade from version 2.1.2 to 2.1.5? 
> What files got changed and what the changes are? I don't want to 
> download the entire rpm or risk loosing any config modifications that 
> I already made.
>
>---
-
>
>___
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>Archive: http://lists.otrs.org/pipermail/otrs
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>=> http://www.otrs.com/
>
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RE: [otrs] Upgrade from 2.1.2 to 2.1.5

[Beugen, Peter van]

Yes, I just ran the RPM

(First stopped Apache and OTRS, ran the RPM, started apache, started
OTRS...)

 

For you safety you can (should?) of course backup the OTRS directory

 

Regards,

Peter

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Maurice
James Ny
Verzonden: zondag 4 februari 2007 0:09
Aan: 'User questions and discussions about OTRS.org'
Onderwerp: RE: [otrs] Upgrade from 2.1.2 to 2.1.5

 

How exactly did you do it? Just run the RPM as usual?

 



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Beugen, Peter van
Sent: Saturday, February 03, 2007 11:08 AM
To: User questions and discussions about OTRS.org
Subject: RE: [otrs] Upgrade from 2.1.2 to 2.1.5

 

Changes in config.pm or made by the admin area (in ZZZauto.pm I think)
will not be lost !

I upgraded from 2.1.2 to .3, .4 and .5 and all my configed stuff was
unchanged

 

Regards,

Peter

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Maurice
James Ny
Verzonden: zaterdag 3 februari 2007 15:59
Aan: 'User questions and discussions about OTRS.org'
Onderwerp: [otrs] Upgrade from 2.1.2 to 2.1.5

 

Does anyone know how to manually upgrade from version 2.1.2 to 2.1.5?
What files got changed and what the changes are? I don't want to
download the entire rpm or risk loosing any config modifications that I
already made.

 

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RE: [otrs] Upgrade from 2.1.2 to 2.1.5

[Beugen, Peter van]

Changes in config.pm or made by the admin area (in ZZZauto.pm I think)
will not be lost !

I upgraded from 2.1.2 to .3, .4 and .5 and all my configed stuff was
unchanged

 

Regards,

Peter

 

 

Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Maurice
James Ny
Verzonden: zaterdag 3 februari 2007 15:59
Aan: 'User questions and discussions about OTRS.org'
Onderwerp: [otrs] Upgrade from 2.1.2 to 2.1.5

 

Does anyone know how to manually upgrade from version 2.1.2 to 2.1.5?
What files got changed and what the changes are? I don't want to
download the entire rpm or risk loosing any config modifications that I
already made.

 

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RE: [otrs] Time Accounting report

[Beugen, Peter van]

I think this will do:

SELECT
t.create_by,
u.first_name,
u.last_name,
Sum(t.time_unit)
FROM
time_accounting AS t
Left Join system_user AS u ON t.create_by = u.id WHERE
year(t.create_time) =  '2006'
GROUP BY
t.create_by

It will give you userid, firtstname, lastname, total work-units In 2006

Custom the query yourself or mail me if you need any more help

regards,
Peter

-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Atanas
Karashenski
Verzonden: maandag 22 januari 2007 15:43
Aan: otrs@otrs.org
Onderwerp: [otrs] Time Accounting report

Hello,

I use OTRS 2.1.4 on SuSE 10.2 and I want to create a report which
calculates work units spent by agents working on tickets with particular
customerID during given month. Is it possible to create such report
using report creation wizard or I have to do additional coding? In case
I have to do some coding what is the way to integrate it with OTRS - I
checked developer documentation, but it seems that there are some
differences between 2.0 and 2.1 versions (Only 2.0 is available on the
web site).

Thank you very much
Atanas Karashenski
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RE: [otrs] User information form different tables/databases?

[Beugen, Peter van]

Can you create a view (mysql 5) ?

Regards,
Peter


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Serge Melnikov
Verzonden: zaterdag 20 januari 2007 17:47
Aan: otrs@otrs.org
Onderwerp: [otrs] User information form different tables/databases?


Hello,

probably this question was discussed here before, but is it possible to get
a user information from different tables? Like login and password data from
one table of external database and personal information from another? I
tried to customize a database backend, like it is shown in documentation,
but there is only one field "Table", where the table from the custom
database, defined previously could be chosen.

Is there anybody, who had the same problem and can help?




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RE: [otrs] Reporting Work Units

[Beugen, Peter van]

Do you use MySQL? Runs perfectly on my OTRS MySQL 5 database

But you can change the where clause to your needs and database...

Regards,
Peter van Beugen


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Jozsef Valkai
Verzonden: woensdag 10 januari 2007 13:55
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Reporting Work Units

> SELECT
> t.create_by,
> u.first_name,
> u.last_name,
> Sum(t.time_unit)
> FROM
> time_accounting AS t
> Left Join system_user AS u ON t.create_by = u.id
> WHERE
> year(t.create_time) =  '2006'
> GROUP BY
> t.create_by

Error: ERROR:  function year(timestamp without time zone) does not exist

-- 
Valkai Jozsef
+36 70 36 28 147
[EMAIL PROTECTED]
[EMAIL PROTECTED]
lat:N 47°
lon:E 19°
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RE: [otrs] Reporting Work Units

[Beugen, Peter van]

I think this will do:

SELECT
t.create_by,
u.first_name,
u.last_name,
Sum(t.time_unit)
FROM
time_accounting AS t
Left Join system_user AS u ON t.create_by = u.id
WHERE
year(t.create_time) =  '2006'
GROUP BY
t.create_by

It will give you userid, firtstname, lastname, total work-units
In 2006

Custom the query yourself or mail me if you need any more help

regards,
Peter


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Jozsef Valkai
Verzonden: woensdag 10 januari 2007 11:00
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Reporting Work Units

>  Hi all, this is probally a very newbie question for you, but how do i get
> the data on work units into a report? I dont see an option in stats for it,
> I am using OTRS 2.1.2. Is it something i would have to custom write a script
> for? I just want to be able to report on the amount of time each of my techs
> logs per week in OTRS. Any help would be greatly appreciated!!!

Yes, it will be a great function. I think it is very complicated database query.

-- 
Valkai Jozsef
+36 70 36 28 147
[EMAIL PROTECTED]
[EMAIL PROTECTED]
lat:N 47°
lon:E 19°
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RE: [otrs] Reporting Work Units

[Beugen, Peter van]

I think the database query is not that hard as there is a table 
"time_accounting" witch contains a time_unit and create_by field

Use a good MySQL query tool (I use Navicat) and access the OTRS database or use 
the SQL box in the admin area.

Regards,
Peter





-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Jozsef Valkai
Verzonden: woensdag 10 januari 2007 11:00
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Reporting Work Units

>  Hi all, this is probally a very newbie question for you, but how do i get
> the data on work units into a report? I dont see an option in stats for it,
> I am using OTRS 2.1.2. Is it something i would have to custom write a script
> for? I just want to be able to report on the amount of time each of my techs
> logs per week in OTRS. Any help would be greatly appreciated!!!

Yes, it will be a great function. I think it is very complicated database query.

-- 
Valkai Jozsef
+36 70 36 28 147
[EMAIL PROTECTED]
[EMAIL PROTECTED]
lat:N 47°
lon:E 19°
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RE: [otrs] Update: New Customers Not Receiving New TicketAuto-Response

[Beugen, Peter van]

Yes, this is possible

 



Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens
[EMAIL PROTECTED]
Verzonden: vrijdag 5 januari 2007 21:29
Aan: User questions and discussions about OTRS.org
Onderwerp: Re: [otrs] Update: New Customers Not Receiving New
TicketAuto-Response

 

OK, I'm at my wits' end.  I guess I should be asking this question
instead:

In OTRS 1.3, is it possible for a previously unknown user to submit a
ticket via email and receive an acknowledgement automatically.  I
envision this process as follows: 

1. John Doe sends an email from [EMAIL PROTECTED], which is not in the
system.  The user has not registered via the web interface and the admin
has not set up such an account.

2. OTRS takes the email and generates an auto-response to [EMAIL PROTECTED]
that the ticket has been received and somebody will get back to them
shortly.

3. OTRS also creates a customer account, obviously only containing the
new user's email address. 

Is this possible or would previously unknown users need to register
first at the website (or would an admin have to set it up)?

Thanks!




On 1/5/07, [EMAIL PROTECTED] <[EMAIL PROTECTED]> wrote:

Actually, that's all set.  The "auto reply/new ticket" is set to "auto
reply" which I modified to suit my needs.

Any other suggestions?

Thanks!




On 1/5/07, Mike Hayward <[EMAIL PROTECTED]> wrote: 



Almost sounds like you haven't set the auto response <-> queue
for your queue to send out the notifications.

 

Best regards

Mike Hayward
Managing Director

 
Comclusive Limited 
e: [EMAIL PROTECTED]
 w: www.comclusive.co.uk
 
t: 0845 003 7571
m: 07793 505155 (Direct)





From: [EMAIL PROTECTED] [mailto: [EMAIL PROTECTED]
 ] On Behalf Of [EMAIL PROTECTED] 
Sent: 05 January 2007 00:15
To: otrs@otrs.org
Subject: [otrs] Update: New Customers Not Receiving New Ticket
Auto-Response

 

I forgot to mention:

When I closed out some of the test tickets I DID get a State
Change notification to the "customer" address from which I sent the
original email.  So I get New Ticket notifications to the agent, State
Change Notifications to the customers, but I don't get the New Ticket
notification to the customer which should contain the user id and
temporary password. 

Thanks!


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<>
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RE: [otrs] question about multiple domains

[Beugen, Peter van]

Yes, with OTRS this can be done (easy) !

In OTRS you need to define different system e-mail addresses and
different queues per domain. In the definition of the queue, you assign
the "system"(reply) address.

Regards,
Peter


-Oorspronkelijk bericht-
Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Chad
Kimball
Verzonden: vrijdag 5 januari 2007 19:24
Aan: otrs@otrs.org
Onderwerp: [otrs] question about multiple domains

I'm looking for a helpdesk solution that allows me to assign different
reply 
addresses/domains depending on where the customer emailed from. For 
instance, customer 1 emailing [EMAIL PROTECTED] would automatically
receive 
support emails coming from the niche1.com domain.

Then customer 2 emailing [EMAIL PROTECTED] would receive support email
from 
niche2.com domain.

does this software have this function?

_
The MSN Entertainment Guide to Golden Globes is here.  Get all the
scoop. 
http://tv.msn.com/tv/globes2007/?icid=nctagline2

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RE: [otrs] POP3 locks

[Beugen, Peter van]

Do you have a POP3 (?IMAP) server running??

(Dovecot / Cyrus / ... ???)

 

Regards,

Peter van Beugen

 



Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Mike
Hayward
Verzonden: dinsdag 2 januari 2007 21:54
Aan: User questions and discussions about OTRS.org
Onderwerp: [otrs] POP3 locks

 

Every time my OTRS connects to my pop server, the account is locked,
then each time OTRS attempts to connect, or if we try to log in via web
mail, the connection is refused, telling us to check auth details etc.

 

When telnetting into the server, we log on and it says mailbox locked.
It seems the only way we can unlock it is to delete the mail box.

 

Any ideas how we can resolve this one? Quite important.

 

Thanks

Mike Hayward

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RE: [otrs] OTRS-PM3-10 Can't connect to 192.168.25.5

[Beugen, Peter van]

By the way:

Sendmail is a MTA and NOT a POP3 server

If you want POP3 services install Dovecot or Cyrus as well !

 

(it fooled me the first time too)

 

Regards,

Peter

 

 



Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Mike
Hayward
Verzonden: dinsdag 2 januari 2007 16:03
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] OTRS-PM3-10 Can't connect to 192.168.25.5

 

I have now got sendmail working, but it is still failing to collect
emails. Any assistance would be greatly appreciated.

 

Mike



From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Mike Hayward
Sent: 01 January 2007 20:56
To: User questions and discussions about OTRS.org
Subject: [otrs] OTRS-PM3-10 Can't connect to 192.168.25.5

 

Hi,

 

I have a stock load of CentOS 4.4 server, and OTRS will not send or
receive emails. The syslog shows

 

error OTRS-PM3-10 Can't connect to 192.168.25.5

 

I get this message running postmasterPOP3.pl directly:

 

 

[EMAIL PROTECTED] bin]# ./PostMasterPOP3.pl

Use of uninitialized value in numeric eq (==) at
/usr/lib/perl5/5.8.5/Net/POP3.pm line 57,  line 4.

ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Mon Jan  1 20:50:45 2007

 

 Message: Can't connect to 192.168.25.5

 

 Traceback (11625):

   Module: main::FetchMail (v1.23) Line: 152

   Module: ./PostMasterPOP3.pl (v1.23) Line: 125

 

I am hoping that this is just a simple config issue with CentOS, but any
help appreciated. It is odd that sendmail is not working either. I have
no firewall or SELinux, and all ports relevant are open.

 

Thanks

Best regards

Mike Hayward

 

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RE: [otrs] OTRS-PM3-10 Can't connect to 192.168.25.5

[Beugen, Peter van]

When I installed Fedora 5, Sendmails SMTP port option was configured as 
localhost. I use Webmin for most of my configuration, so in Webmin I switch it 
to "default". Maybe you have the same problem.

And after that all worked like a charm

SMTP port options:
This option allows you to configure what IP address and port the sendmail 
server listens on. For details of the possible values for this option, see the 
sendmail documentation.

Regards,
Peter


Van: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Namens Mike Hayward
Verzonden: dinsdag 2 januari 2007 16:03
Aan: User questions and discussions about OTRS.org
Onderwerp: RE: [otrs] OTRS-PM3-10 Can't connect to 192.168.25.5

I have now got sendmail working, but it is still failing to collect emails. Any 
assistance would be greatly appreciated.

Mike

From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Hayward
Sent: 01 January 2007 20:56
To: User questions and discussions about OTRS.org
Subject: [otrs] OTRS-PM3-10 Can't connect to 192.168.25.5

Hi,

I have a stock load of CentOS 4.4 server, and OTRS will not send or receive 
emails. The syslog shows

error OTRS-PM3-10 Can't connect to 192.168.25.5

I get this message running postmasterPOP3.pl directly:


[EMAIL PROTECTED] bin]# ./PostMasterPOP3.pl
Use of uninitialized value in numeric eq (==) at 
/usr/lib/perl5/5.8.5/Net/POP3.pm line 57,  line 4.
ERROR: OTRS-PM3-10 Perl: 5.8.5 OS: linux Time: Mon Jan  1 20:50:45 2007

 Message: Can't connect to 192.168.25.5

 Traceback (11625):
   Module: main::FetchMail (v1.23) Line: 152
   Module: ./PostMasterPOP3.pl (v1.23) Line: 125

I am hoping that this is just a simple config issue with CentOS, but any help 
appreciated. It is odd that sendmail is not working either. I have no firewall 
or SELinux, and all ports relevant are open.

Thanks
Best regards

Mike Hayward

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