Re: [otrs] SystemMonitoring regexp failure

[James Michael DuPont]

>>But is it looking at both the subject **and** the body?
Yes it is looking in the subject and then the body for those regexes and
the ones found in the body will overwrite the ones in the subject.
mike

On Fri, Mar 23, 2012 at 9:27 PM, Sune T. Tougaard 
wrote:

>  Thanks Mike,
>
> ** **
>
> Excellent. I’m pretty sure that solves my problems, knowing how it works.
> Thank you for explaining.
>
> ** **
>
> However, just out of curiosity… J
>
> I already had a quick look at the source (too quick I guess), but I sure
> didn’t catch that the subject was also used to extract state (or anything).
> 
>
> I guess I just took for granted that if I specify three specific lines to
> find “Host, Service and State” somewhere in the mail, those were all that
> was needed and used. No need to look only at the subject or body.
>
> ** **
>
> But is it looking at both the subject **and** the body?
>
> ** **
>
> …
>
> my @SubjectLines…
>
> …
>
> my @BodyLines…
>
> …
>
> ** **
>
> I can’t say that I fully understand the code (at all), but how does it
> know which one to use?
>
> If the Host, Service and State are “well-defined” (with the regexp), and
> no match is found in the subject, should it not just continue to the body?
> 
>
> ** **
>
> Thanks a lot.****
>
> ** **
>
> -- 
>
> /Sune T.
>
> ** **
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *James Michael DuPont
> *Sent:* 23. marts 2012 20:20
>
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] SystemMonitoring regexp failure
>
> ** **
>
>
> Sune T.,
> you can call me mike, my full name is james michael, but everyone calls me
> me mike.
>
> Lets look at the source for for how the regex is used :
>
> In the source code ;Kernel/System/PostMaster/Filter/SystemMonitoring.pm
> you will see that it parses the state from the mail.
> # Try to get State, Host and Service from email subject
> my @SubjectLines = split /\n/, $Subject;
> for my $Line (@SubjectLines) {
> for (qw(State Host Service)) {
> if ( $Line =~ /$Self->{Config}->{ $_ . 'RegExp' }/ ) {
> $Self->{$_} = $1;
>
> Then when the state is extracted, it is matched :
>  if ( $Self->{State} =~ /$Self->{Config}->{CloseTicketRegExp}/ ) {
> where the default regex is  CloseTicketRegExp => 'OK|UP'
>
> Then the state of the ticket is stet to the state named, and specified by
> CloseActionState which defaults to  'closed successful',
>
> So if you use 0, then you would have to have 0 in the subject of the
> mails. If you want to specify a different state, you need to set the name
> of that state in CloseActionState.
>
> I hope this helps explain how the system monitoring is used. Let me know
> if you have any more questions.
>
> mike
>
> On Fri, Mar 23, 2012 at 7:35 PM, Sune T. Tougaard 
> wrote:
>
> Thanks Mike/James,
>
>  
>
> However, ”0” is exactly what i’m looking for, to see if the host is up.***
> *
>
>  
>
> I have an “OTRSNumState” that can be either 0, 1, 2, 3, 4 or 5.
>
> 0 is meant to close, while the rest is meant to create a new (or append to
> existing) ticket.****
>
> Hmm, perhaps I could just try putting some other text there, instead of
> the 0. I control both systems, so I can put anything I like.
>
> I’ll try that instead of looking for numbers.
>
>  
>
> Thanks for your input, makes me think again. J
>
>  
>
> -- 
>
> /Sune T.
>
>  
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *James Michael DuPont
> *Sent:* 23. marts 2012 15:09
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] SystemMonitoring regexp failure
>
>  
>
> Hi there,
>
> According to your mail you have
> > 'CloseTicketRegExp' => '0',
>
> You are going to need some regex to match if the host is up.
>
> For example, the standard is  :
>
> CloseTicketRegExp => 'OK|UP',
>
> That means OK or UP will mark the server as back online.
>
> See also the documentation, it names this as the default value.
>
> Let me know if that helps,
> mike
>
> -- 
>
> James Michael DuPont
>
> Custom Engineering/Research & Development 
>
>  
>
> OTRS AG
>
> Norsk-Data-Straße 1
>
> D-61352 Bad Homburg
>
>  
>
> T: +49 (0) 9421 56818 0**

Re: [otrs] SystemMonitoring regexp failure

[James Michael DuPont]

Sune T.,
you can call me mike, my full name is james michael, but everyone calls me
me mike.

Lets look at the source for for how the regex is used :

In the source code ;Kernel/System/PostMaster/Filter/SystemMonitoring.pm
you will see that it parses the state from the mail.
# Try to get State, Host and Service from email subject
my @SubjectLines = split /\n/, $Subject;
for my $Line (@SubjectLines) {
for (qw(State Host Service)) {
if ( $Line =~ /$Self->{Config}->{ $_ . 'RegExp' }/ ) {
$Self->{$_} = $1;

Then when the state is extracted, it is matched :
 if ( $Self->{State} =~ /$Self->{Config}->{CloseTicketRegExp}/ ) {
where the default regex is  CloseTicketRegExp => 'OK|UP'

Then the state of the ticket is stet to the state named, and specified by
CloseActionState which defaults to  'closed successful',

So if you use 0, then you would have to have 0 in the subject of the mails.
If you want to specify a different state, you need to set the name of that
state in CloseActionState.

I hope this helps explain how the system monitoring is used. Let me know if
you have any more questions.

mike

On Fri, Mar 23, 2012 at 7:35 PM, Sune T. Tougaard 
wrote:

>  Thanks Mike/James,
>
> ** **
>
> However, ”0” is exactly what i’m looking for, to see if the host is up.***
> *
>
> ** **
>
> I have an “OTRSNumState” that can be either 0, 1, 2, 3, 4 or 5.
>
> 0 is meant to close, while the rest is meant to create a new (or append to
> existing) ticket.
>
> Hmm, perhaps I could just try putting some other text there, instead of
> the 0. I control both systems, so I can put anything I like.
>
> I’ll try that instead of looking for numbers.
>
> ** **
>
> Thanks for your input, makes me think again. J
>
> ** **
>
> -- 
>
> /Sune T.
>
> ** **
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *James Michael DuPont
> *Sent:* 23. marts 2012 15:09
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] SystemMonitoring regexp failure
>
> ** **
>
> Hi there,
>
> According to your mail you have
> > 'CloseTicketRegExp' => '0',
>
> You are going to need some regex to match if the host is up.
>
> For example, the standard is  :
>
> CloseTicketRegExp => 'OK|UP',
>
> That means OK or UP will mark the server as back online.
>
> See also the documentation, it names this as the default value.
>
> Let me know if that helps,
> mike
>
> -- 
>
> James Michael DuPont
>
> Custom Engineering/Research & Development 
>
>  
>
> OTRS AG
>
> Norsk-Data-Straße 1
>
> D-61352 Bad Homburg
>
> ** **
>
> T: +49 (0) 9421 56818 0
>
> F: +49 (0) 9421 56818 18
>
> I: http://www.otrs.com/
>
> ** **
>
> Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.:
> DE256610065
>
> Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
> (Vorsitzender), Christopher Kuhn
>
> ** **
>
> -
> 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
>



-- 
James Michael DuPont
Custom Engineering/Research & Development

OTRS AG
Norsk-Data-Straße 1
D-61352 Bad Homburg

T: +49 (0) 9421 56818 0
F: +49 (0) 9421 56818 18
I: http://www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.:
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
(Vorsitzender), Christopher Kuhn
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Re: [otrs] SystemMonitoring regexp failure

[James Michael DuPont]

 Hi there,

According to your mail you have
> 'CloseTicketRegExp' => '0',

You are going to need some regex to match if the host is up.

For example, the standard is  :

CloseTicketRegExp => 'OK|UP',

That means OK or UP will mark the server as back online.

See also the documentation, it names this as the default value.

Let me know if that helps,
mike

-- 
James Michael DuPont
Custom Engineering/Research & Development

OTRS AG
Norsk-Data-Straße 1
D-61352 Bad Homburg

T: +49 (0) 9421 56818 0
F: +49 (0) 9421 56818 18
I: http://www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.:
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
(Vorsitzender), Christopher Kuhn
-
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Re: [otrs] Multiple timezones in otrs

[James Michael DuPont]

yes, the docs say that the timezones are attached to calendars and
they are attached to queues, so use a different queue for each
timezone.
mike

On Fri, Mar 9, 2012 at 5:21 AM, ravi shanker  wrote:
> Hi Mike,
>
> Thank u for quick reply.
>
> i wanted to check if multiple timezones can be set in otrs i.e. an agent in
> US in EST timezone creates a ticket it should be in EST,if agent is in PST
> then time created to be in PST and similarily if in india in IST.
>
>
> Ravi Shankar
>
>
> From: James Michael DuPont 
> To: ravi shanker ; User questions and discussions
> about OTRS. 
> Sent: Thursday, 8 March 2012 8:15 PM
> Subject: Re: [otrs] Multiple timezones in otrs
>
> Hello Ravi,
> please see the calendar options in the docs,
> http://doc.otrs.org/3.1/en/html/time.html#time-settings
> thanks,
> mike
>
> On Thu, Mar 8, 2012 at 3:26 PM, ravi shanker  wrote:
>> Hi,
>>
>> Need info regarding setting up of multiple timezones in otrs,as my
>> users-agent interface are 3 different timezones i.e. IST,EST,PST.
>> Please let know if this configurable
>>
>> Ravi Shankar
>>
>>
>> -
>> 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
>
>
>
> --
> James Michael DuPont
> Custom Engineering/Research & Development
>
> OTRS AG
> Norsk-Data-Straße 1
> D-61352 Bad Homburg
>
> T: +49 (0) 9421 56818 0
> F: +49 (0) 9421 56818 18
> I: http://www.otrs.com/
>
> Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751,
> USt-Nr.: DE256610065
> Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André
> Mindermann (Vorsitzender), Christopher Kuhn
>
>
>
> ---------
> 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



-- 
James Michael DuPont
Custom Engineering/Research & Development

OTRS AG
Norsk-Data-Straße 1
D-61352 Bad Homburg

T: +49 (0) 9421 56818 0
F: +49 (0) 9421 56818 18
I: http://www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751,
USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André
Mindermann (Vorsitzender), Christopher Kuhn
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Re: [otrs] Multiple timezones in otrs

[James Michael DuPont]

Hello Ravi,
please see the calendar options in the docs,
http://doc.otrs.org/3.1/en/html/time.html#time-settings
thanks,
mike

On Thu, Mar 8, 2012 at 3:26 PM, ravi shanker  wrote:
> Hi,
>
> Need info regarding setting up of multiple timezones in otrs,as my
> users-agent interface are 3 different timezones i.e. IST,EST,PST.
> Please let know if this configurable
>
> Ravi Shankar
>
>
> -
> 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



-- 
James Michael DuPont
Custom Engineering/Research & Development

OTRS AG
Norsk-Data-Straße 1
D-61352 Bad Homburg

T: +49 (0) 9421 56818 0
F: +49 (0) 9421 56818 18
I: http://www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751,
USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André
Mindermann (Vorsitzender), Christopher Kuhn
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Re: [otrs] otrs not fetching the mails

[James Michael DuPont]

Suraj,

this looks like an issue with your system setup.

postmaster_mailbox reads from your user mailbox that means the mail
has been placed on the filesystem,
if you use that, then you need another program to read the mails from pop,
one of them is fetchmail http://www.fetchmail.info/

thanks,
mike

On Wed, Feb 22, 2012 at 7:52 AM, Suraj Rathod
 wrote:
> Thanks James, but I can not see anything in logs ('m not sure if logs are
> even getting stored somewhere?). In otrs/var/log, I only can see are
> ITSMChangeCounter.log and TicketCounter.log and nothing related with PID.
>
> I can't find postmaster_pop3, I was under the impression that
> postmaster_mailbox is taking care of fetching. Here is "ls" from my
> /var/cron
>
> otrs/var/cron$ ls
> aaa_base   fetchmail   generic_agent-database.dist
> pending_jobs   postmaster_mailbox session
> aaa_base.dist  fetchmail.dist  generic_agent.dist
> pending_jobs.dist  postmaster_mailbox.dist    session.dist
> cache  generic_agent   itsmchange_check
> postmaster rebuild_ticket_index   unlock
> cache.dist generic_agent-database  itsmchange_check.dist
> postmaster.dist    rebuild_ticket_index.dist  unlock.dist
>
> I also checked the cron-list and I clearly can see following entries :
>
> # fetch every 5 minutes emails via fetchmail
> */5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null
> */5 * * * *    /usr/bin/fetchmail -a --ssl >> /dev/null
>
> # fetch emails every 10 minutes
> */10 * * * *    $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null
>
> I am not sure what's wrong here :(
>
>
>
> On Wed, Feb 22, 2012 at 11:59 AM, James Michael DuPont
>  wrote:
>>
>> see 3.2.5. Setting up the cron jobs for OTRS
>> http://doc.otrs.org/2.1/en/html/x325.html
>>
>> The cronjob is called :postmaster_pop3  it calls the script
>>  PostMasterPOP3.pl
>> please check that your crontab is executing that, please check your
>> log files. I dont know the details of your setup,
>> but we have a var/cron here. Try to execute the script yourself with
>> the same user that your have setup (otrs/wwwdata etc)
>>
>> Also see the sysconfig settings for Core::PostMaster, there are issues
>> with large mails for example.
>>
>> Make sure the lock file, the pid file is not locked.
>> see : http://lists.otrs.org/pipermail/otrs/2007-May/018898.html
>> look in the log file for messages like
>> ''[Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3,
>> because it's already running'''
>>
>> Let me know what the results are,
>> mike
>>
>>
>> On Wed, Feb 22, 2012 at 7:09 AM, Suraj Rathod
>>  wrote:
>> > Hi All,
>> >
>> > OTRS suddenly stopped auto fetching of mails from pop3 account. I need
>> > to
>> > manually click over "Fetch mail" from Admin panel. Previously it was
>> > fetching the mails by its own but few days back after a reboot, OTRS is
>> > unable to perform the default functionality. Mails sent to the
>> > associated
>> > mail account are getting delivered properly to the mailbox. Any
>> > guidance?
>> >
>> > --Suraj
>> >
>> > -
>> > 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
>>
>>
>>
>> --
>> James Michael DuPont
>> Custom Engineering/Research & Development
>>
>> OTRS AG
>> Norsk-Data-Straße 1
>> D-61352 Bad Homburg
>>
>> T: +49 (0) 9421 56818 0
>> F: +49 (0) 9421 56818 18
>> I: http://www.otrs.com/
>>
>> Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751,
>> USt-Nr.: DE256610065
>> Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André
>> Mindermann (Vorsitzender), Christopher Kuhn
>> -----
>> 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
>
>
>
>
> --
> Suraj Rathod
> Operations Manager
> Solution Enterprises
> Pune.
> Conatct: 09763363200 / 09930779964
> E-mail: suraj.rat...@solutionenterprises.co.in
>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://

Re: [otrs] otrs not fetching the mails

[James Michael DuPont]

see 3.2.5. Setting up the cron jobs for OTRS
http://doc.otrs.org/2.1/en/html/x325.html

The cronjob is called :postmaster_pop3  it calls the script  PostMasterPOP3.pl
please check that your crontab is executing that, please check your
log files. I dont know the details of your setup,
but we have a var/cron here. Try to execute the script yourself with
the same user that your have setup (otrs/wwwdata etc)

Also see the sysconfig settings for Core::PostMaster, there are issues
with large mails for example.

Make sure the lock file, the pid file is not locked.
see : http://lists.otrs.org/pipermail/otrs/2007-May/018898.html
look in the log file for messages like
''[Kernel::System::PID::PIDCreate] Can't create PID PostMasterPOP3,
because it's already running'''

Let me know what the results are,
mike


On Wed, Feb 22, 2012 at 7:09 AM, Suraj Rathod
 wrote:
> Hi All,
>
> OTRS suddenly stopped auto fetching of mails from pop3 account. I need to
> manually click over "Fetch mail" from Admin panel. Previously it was
> fetching the mails by its own but few days back after a reboot, OTRS is
> unable to perform the default functionality. Mails sent to the associated
> mail account are getting delivered properly to the mailbox. Any guidance?
>
> --Suraj
>
> -
> 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



-- 
James Michael DuPont
Custom Engineering/Research & Development

OTRS AG
Norsk-Data-Straße 1
D-61352 Bad Homburg

T: +49 (0) 9421 56818 0
F: +49 (0) 9421 56818 18
I: http://www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751,
USt-Nr.: DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André
Mindermann (Vorsitzender), Christopher Kuhn
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
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Re: [otrs] Upgrade from 3.0.11 to 3.1.1

[James Michael DuPont]

HI,
I have done a test upgrade myself following the instructions in the source
code "UPGRADING", I did not have a problem but also did not test all the
functionality.
I would suggest to try this on a copy of the database, just in case.

thanks,
mike

On Wed, Feb 15, 2012 at 1:51 PM, Erik van Ast wrote:

> Hi everyone,
>
> ** **
>
> We have been using OTRS for a couple of years now and we are currently
> using 3.0.11 as the newest version. OTRS 3.1.1 is now available however and
> I wanted to know if there are any special things I have to think of before
> upgrading? We are using OpenSUSE 11.2 as an OS, but I’m not an expert in
> Linux so I wanted to double-check before upgrading.
>
> I have upgraded the 3.0.X versions every time by running the following
> commands:
>
> ** **
>
> rpm –Uvh otrs-3.0.11*
>
> otrs.RebuildConfig.pl
>
> otrs.DeleteCache.pl
>
> apache2 restart
>
> ** **
>
> Can I use the same commands (otrs-3.1* instead of otrs-3.0.11* in the
> first line) for this upgrade from 3.0.11 to 3.1.1?
>
> Kind regards,
> Erik van Ast
>
> ** **
>
> Please visit our new ecommerce website http://eu.suzohapp.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
>



-- 
James Michael DuPont
Custom Engineering/Research & Development

OTRS AG
Norsk-Data-Straße 1
D-61352 Bad Homburg

T: +49 (0) 9421 56818 0
F: +49 (0) 9421 56818 18
I: http://www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.:
DE256610065
Aufsichtsratsvorsitzender: Burchard Steinbild, Vorstand: André Mindermann
(Vorsitzender), Christopher Kuhn
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Re: [otrs] Svar: Re: Diff between PendingDate and Due date?

[James Michael DuPont]

Hi there,
You could easily rename the installed version of YAML and then perl will
use your version.
If you cannot find the problem, please post a detailed bug report with
files that I can look at and I will try and reproduce the problem.
thanks,
mike

On Fri, Feb 10, 2012 at 10:18 AM, Michiel Beijen wrote:

> Hi Martin,
>
> 2012/2/8 Martin Møller :
> > On my original 2.4 system, the previous administrator have installed YAML
> > through CPAN in site_perl. This version is 0.70
> >
> > Now, with 3.1, you package YAML yourselves, and I guess that the
> site_perl
> > catalog is checked before cpan-lib, so it sees the old version of YAML,
> not
> > version 0.73 that OTRS delivers.
> >
> > Would it sound reasonable that an older version of YAML might choke on
> > certain things in OTRS 3.1? It is working correctly on 3.0.11, where you
> > don't distribute your own YAML:
>
> You don't mention which kind of issues you are experiencing, so it
> would be very difficult to tell whether or not YAML causes these. We
> bundle some Perl modules in Kernel/cpan-lib for two reasons: you'll
> have to install less dependencies if you will set up OTRS, and second,
> we can control the version that OTRS uses; we do not need to bother
> about distribution X shipping version 0.1 and distribution Y shipping
> with version 0.9 of the same module; it gives us more control.
>
> Apart from that, typically OTRS will always use the version in
> Kernel/cpan-lib, even if you have installed a different version on
> your system using CPAN, yum or apt-get. Also, the rest of your system
> (everything else but OTRS) will not use these modules, so you will not
> have to worry that OTRS will break the rest of your system by shipping
> its own set of libraries.
>
> So that's why I think it would be very unlikely that the YAML version
> you installed via CPAN and the version you'll get with OTRS will
> actually cause issues here. Of course, it *could* be that somewhere in
> the OTRS code we don't properly check Kernel/cpan-lib before searching
> the rest of the system, but again, that would be unlikely I think.
>
> Also, the YAML code is only used in few places; for instance in saving
> the configuration for the new OTRS web services. So if you can share
> the error message you ran in to, maybe we can help you pin-point the
> exact cause.
> --
> Mike
> ---------
> 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
>



-- 
James Michael DuPont
Custom Engineering/Research & Development

OTRS AG
Norsk-Data-Straße 1
D-61352 Bad Homburg

T: +49 (0) 9421 56818 0
F: +49 (0) 9421 56818 18
I: http://www.otrs.com/

Geschäftssitz: Bad Homburg, Amtsgericht Bad Homburg, HRB 10751, USt-Nr.:
DE256610065
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Re: [otrs] Ticket create timestamp

[James, Michael]

Hi,
 
Just to expand on the solution a little,
 
I inserted these lines;
 

$Text{"Created"}:
$TimeShort{"$QData{"Created"}"}

 
at line 353 between these two lines;
 
#

 
Then the field is displayed alligned with the other fields on the page.
 
Thanks again
Mike
 
 



Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Nils 
Leideck - ITSM
Gesendet: Samstag, 17. Juli 2010 12:10
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Ticket create timestamp


Hi, 

On 16.07.2010, at 14:36, James, Michael wrote:



Does anyone know of a way to display the Ticket Create Timestamp on the 
AgentTicketClose view? It would be useful to display the Ticket Create 
Timestamp somewhere on the page so the Agent can refer to it.
 
Can the string $TimeShort{"$QData{"Created"}"} be used in 
AgentTicketClose.dtl?
 
I'm not sure of the syntax or in which block it could be included.


This is actually very simple by just modifying the templates as you mentioned 
already.
Just keep in mind that you are not update save with modified templates and that 
you have to redo your work after you updated the Framework version.

Here is a DIFF that works for me, just add the line below line 124:


mole:/opt/otrs/Kernel/Output/HTML root# diff Standard/AgentTicketClose.dtl 
Demo/AgentTicketClose.dtl 
124a125
> Ticket $Text{"Created"}: $TimeShort{"$QData{"Created"}"}


Freundliche Grüße / Kind regards

Nils Leideck

-- 
Nils Leideck
Senior Consultant

nils.leid...@leidex.net
nils.leid...@otrs.com


http://webint.cryptonode.de <http://webint.cryptonode.de>  / a Fractal project




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Re: [otrs] Ticket create timestamp

[James, Michael]

Hi Nils,
 
That works perfectly.  Many, many thanks indeed.
 
Regards
Mike



Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Nils 
Leideck - ITSM
Gesendet: Samstag, 17. Juli 2010 12:10
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Ticket create timestamp


Hi, 

On 16.07.2010, at 14:36, James, Michael wrote:



Does anyone know of a way to display the Ticket Create Timestamp on the 
AgentTicketClose view? It would be useful to display the Ticket Create 
Timestamp somewhere on the page so the Agent can refer to it.
 
Can the string $TimeShort{"$QData{"Created"}"} be used in 
AgentTicketClose.dtl?
 
I'm not sure of the syntax or in which block it could be included.


This is actually very simple by just modifying the templates as you mentioned 
already.
Just keep in mind that you are not update save with modified templates and that 
you have to redo your work after you updated the Framework version.

Here is a DIFF that works for me, just add the line below line 124:


mole:/opt/otrs/Kernel/Output/HTML root# diff Standard/AgentTicketClose.dtl 
Demo/AgentTicketClose.dtl 
124a125
> Ticket $Text{"Created"}: $TimeShort{"$QData{"Created"}"}


Freundliche Grüße / Kind regards

Nils Leideck

-- 
Nils Leideck
Senior Consultant

nils.leid...@leidex.net
nils.leid...@otrs.com


http://webint.cryptonode.de <http://webint.cryptonode.de>  / a Fractal project




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[otrs] Ticket create timestamp

[James, Michael]

Hello List,
 
Does anyone know of a way to display the Ticket Create Timestamp on the
AgentTicketClose view? It would be useful to display the Ticket Create
Timestamp somewhere on the page so the Agent can refer to it.
 
Can the string $TimeShort{"$QData{"Created"}"} be used in
AgentTicketClose.dtl?
 
I'm not sure of the syntax or in which block it could be included.
 
Many thanks and have a great weekend.
Mike
 
Mike James
Netzbetrieb - Broadband, Unitymedia Group, Michael Schumacher-Str. 1,
50170 Kerpen
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Re: [otrs] RSS fedd in dashboard

[James, Michael]

Try it on your test system :-)

 

I added it to the beginning of the config.pm file and this worked fine for me. 
The news Ticker then works ok.

 

 

 



Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Trasschaert Karl
Gesendet: Freitag, 9. Juli 2010 11:09
An: otrs@otrs.org
Betreff: Re: [otrs] RSS fedd in dashboard

 

ok , i understand, in my browser it appear correctly with the ->

 

Any idea where whe have to add this script in the Config.pm ?

 

Thx



From: jan.johans...@se.nyklogistics.com
To: otrs@otrs.org
Date: Fri, 9 Jul 2010 08:41:42 +
Subject: Re: [otrs] RSS fedd in dashboard

The link you posted has been 'changed' by the publishing tool.

 

You can NOT copy and use that script. Wherever you see 

 

>

 

you have to change to

 

> 

 

WHen I click the link, i see (as an example)

 

$Self->{'DashboardBackend'}->{'0415-RSS'} =  {

 

This should be

 

$Self->{'DashboardBackend'}->{'0415-RSS'} =  {

 

 

 

Från: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] För Trasschaert Karl
Skickat: den 9 juli 2010 10:39
Till: otrs@otrs.org
Ämne: Re: [otrs] RSS fedd in dashboard

 

Hi,

 

I'm sorry but i don't understand you answer .. What do you mean by "realize 
that > should be replaced with > ,"



From: jan.johans...@se.nyklogistics.com
To: otrs@otrs.org
Date: Thu, 8 Jul 2010 13:02:12 +
Subject: Re: [otrs] RSS fedd in dashboard

>I've this link in the otrs wiki : 
>http://blog.otrs.org/2010/06/06/additional-rss-feed-in-dashboard/ 
> 

 

 

Just a quick check.. you DO realize that > should be replaced with > , right?

 



Vous utilisez encore Internet Explorer 6 of 7? Mettez à jour maintenant! 
 

 



Naviguer en toute sécurité? Téléchargez Internet Explorer 8 avec filtre 
anti-virus  

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Re: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time

[James, Michael]

Hi Alessandro,

 

I think the search results page is displayed using
AgentTicketOverviewSmall.dtl (i think that is one of three view modes).

 

You could edit this file to have your fields displayed.

 

Under the block:  You'll find
the column headers.

Under the block:  You'll find the
data configuration for the columns.

 

You could replace Age with create time to solve one of your problems,
and rename the column.

 

If you added a column, you would obviously have to extend the column
span under 

 

Maybe someone who has already added a column to this view could shed
some light on the exact procudure for that.

 

Thanks

Mike

 

 



Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von
Alessandro d'Ambrosio
Gesendet: Freitag, 23. April 2010 11:45
An: 'User questions and discussions about OTRS.'
Betreff: [otrs] OTRS 2.4.7 - Agent Tickets Search Result Close time

 

Hi,

I have this question:

I would like to perform a custom research in my otrs (ver.2.4.7) when I
log in as an agent.

 

In the Agent Ticket Search Result page I'd rather see these fields:

TicketCreate Time  Close Time From State Ticket
Agent   Customer ID

 

 

Than:

Tcket Age(!!!) From   State TicketAgent   Customer ID

 

In versione 2.3.4 I've got the AgentTicketSearchResultShort.dtl file (in
Program Files\OTRS\OTRS\Kernel\Output\HTML\Standard) and I edited this
without success :-( . In 2.4.7 version I haven't found any .dtl file to
edit.

 

Anyone can help me?

Thanks,

 

Alessandro

 

 

 

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[otrs] Ticket Type on Email Ticket

[James, Michael]

Hello All,

 

1) On AgentTicketPhone, we would like to control the available Ticket Types 
based on the chosen Queue (To) field.  Although the Ticket Type is the first 
field chosen when creating an Email Ticket, is it still possible via an ACL to 
alter the entries in the drop down box?

 

2) Maybe it would be better for us to re-position the Type field to appear 
after the Queue (To) field. My question is where could that be configured?

 

Many thanks

Mike James

 

Mike James
Netzbetrieb - Broadband

Unitymedia Group
Michael Schumacher-Str. 1
50170 Kerpen, Germany

www.unitymedia.de  

Unitymedia NRW GmbH

Handelsregister: Amtsgericht Köln HRB 55984
Geschäftsführer: W. Gene Musselman, Dr. Herbert Leifker, Joachim Grendel

 

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[otrs] Stats: Ticketlist

[James, Michael]

Hello All,

 

I did the following;

1) One week ago we changed out status model so that only "Closed" is
available. (the two standard values are set to invalid)

 

2) Today I ran a generic agent on one queue to update the Service and
SLA of historic tickets. I see fort hat queue in the updated tickets the
two entries in the ticket history that the update was successful GUI &
DB.

 

3) I ran a ticket list report fort he Queue that includes the fields
"ticket Close" and "solution time" (i know these are the same values)

 

The problem is now; in the report the field ticket "close time" and
"solution time" are set to the very time i ran the Generic Agent.

 

- Where is the value for the ticket "close time" taken from for the
ticket list report? (it is not in the ticket history table)

- Could the problem have something to do with the status model change?

- Why was the status updated? I requested the Service and SLA to be
updated in the Generic Agent.

 

Many thanks in advance for any advice

Mike

 

 

 

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Re: [otrs] Customize the ticket presentation in the dashboard

[James, Michael]

Hi Reto,

 

Take a look in /opt/otrs/Kernel/Output/HTML/Standard# vi 
AgentDashboardTicketGeneric.dtl

 

I found the solution in some other posts; The text in Red is additional, on our 
dashboard we have the Queue name displayed as well. Change the column span as 
well (also red).

 

 

 







  



  

 



   $Data{"TicketNumber"}



  



  

  

$QData{"Title","70"}

  

  

  

  $QData{"Queue","25"}

  



  $QData{"Time"}













  

$Text{"none"}

  





 

 

Don't forget to back up your file before you make the changes.

 

Cheers

Mike

 

 

 

 



Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Reto 
Müller
Gesendet: Donnerstag, 11. März 2010 16:22
An: otrs@otrs.org
Betreff: [otrs] Customize the ticket presentation in the dashboard

 

Is it possible to customize the dashboard to show the queue name and the state 
time instead of the ticket age for the open ticket box? 
In the SysConfig I found under Frontend::Agent::Dashboard the 
DashboardBackend###0130-TicketOpen element but I don't know the values for Key 
and Content to show the queue name and the state name. 

Kind regards

Reto





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Re: [otrs] queue view subject

[James, Michael]

Hi Norbert,

Did you check this setting?;

Ticket -> Frontend::Agent::TicketOverview

Ticket::Frontend::OverviewSmall###ColumnHeader:

Regards
Mike




-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Norbert Bede
Gesendet: Donnerstag, 11. März 2010 13:08
An: otrs@otrs.org
Betreff: [otrs] queue view subject

hi,

When customer sending an answer to an open ticket - then in queue view  
are not showing ticket subject anymore but last added article subject.  
This cause mistake in agent and also in customer interfarce.
please help.

nbe222[norbert bede]

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Re: [otrs] Statistic not working

[James, Michael]

Hi Nils,

 

Thanks for the reply.

 

I created a Bug report (Bug: 5096). I also sent an OTRS support package.

 

Kind regards

Mike James

 

Mike James
Netzbetrieb - Broadband

Unitymedia Group
Michael Schumacher-Str. 1
50170 Kerpen

Tel.   +49 (0) 2273 - 605 - 7168
Fax.   +49 (0) 2273 - 605 - 7121
PC Fax. +49 (0) 2273 - 5947 - 2668
Mobil.   +49 (0) 175 727 1034
e-mail michael.ja...@unitymedia.de <mailto:michael.ja...@unitymedia.de>  

 

www.unitymedia.de <http://www.unitymedia.de> 

Unitymedia NRW GmbH

Handelsregister: Amtsgericht Köln HRB 55984
Geschäftsführer: W. Gene Musselman, Dr. Herbert Leifker, Christopher Winfrey, 
Joachim Grendel

 

 

 

 



Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Nils 
Leideck - ITSM
Gesendet: Freitag, 5. März 2010 20:35
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] Statistic not working

 

Hi,

 

On 05.03.2010, at 14:54, James, Michael wrote:





The time measurement statiscs for SLA's are always delivering 0h:0mins. 

Ticket counting stats work, but average time stats all deliver zero.

What can i check to see how ist working. Nothing in the syslog or apache log

OS: Ubuntu, OTRS: 2.4.4

 

could you raise a Bug Report for this one please.


Nils Leideck

-- 
Nils Leideck
Senior Consultant

nils.leid...@leidex.net
nils.leid...@otrs.com


http://webint.cryptonode.de <http://webint.cryptonode.de>  / a Fractal project



 

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[otrs] Statistic not working

[James, Michael]

Hi All,

 

The time measurement statiscs for SLA's are always delivering 0h:0mins.

 

Ticket counting stats work, but average time stats all deliver zero.

 

What can i check to see how ist working. Nothing in the syslog or apache
log

 

OS: Ubuntu, OTRS: 2.4.4

 

Thanks in advance

Mike

 

 

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[otrs] Dynamic Statistic: Ticket Average stat produces 0

[James, Michael]

Hello All,

 

When generating a stat using the Average Ticket Time option under
Dynamic Objects for a few queues, the time results are always returned
as "0" zero.

 

It doesn't matter which of the available 9 calculations available are
used, all produce 0.

 

Other reports (ticket count, etc) are working ok, I only see the problem
with the calculations using time.

 

Is there a config item in sysconfig i've overlooked to activate that?

 

I use OTRS 2.4.4 on Ubuntu 8.04.3 LTS using MySQL 5.0.51.

 

Many thanks in advance for any useful Tipps.

 

Thanks

Mike James

 

 

 

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Re: [otrs] OTRS Manager App

[James, Michael]

Hi,

 

Many thanks for the advice from everyone.

 

After granting the privileges, hashing out "skip-networking" and restarting 
mysql it all worked fine.

 

Regards

Mike

 

 

 



Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von 
Leonardo Certuche
Gesendet: Mittwoch, 4. Februar 2009 20:59
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] OTRS Manager App

 

I ran the following command on the mysql console to make it work having 
OTRS-Manager installed in a machine with IP A.B.C.D:

GRANT ALL PRIVILEGES ON otrs.* TO some_u...@a.b.c.d <mailto:o...@201.232.18.15> 
 identified by 'some_password';

On Wed, Feb 4, 2009 at 10:21 AM, James, Michael  
wrote:

Thanks Steve, i'll take a look.





-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Steven 
Carr

Gesendet: Mittwoch, 4. Februar 2009 16:20

An: User questions and discussions about OTRS.
Betreff: Re: [otrs] OTRS Manager App

James, Michael wrote:
> Thanks for the info. I guess you know the question i have now, how and where 
> can I configure that?

MySQL: check the my.cnf file to see if "skip-networking" is not hashed
out, if it is there hash it out and restart MySQL.

OTRS user: you will need to delve into the MySQL server itself and
either reconfigure the existing user, or create a new one that has
access to the OTRS database.

http://dev.mysql.com/doc/

Steve

--
Steven Carr
Senior Network Security Engineer - Khipu Networks Ltd.
supp...@khipu-networks.com - www.khipu-networks.com
Secure - Compliant - Infrastructure

Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY
Registered in England. Company Number 5218573

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-- 
Leonardo Certuche
301 284 6250
leonardo.certu...@itcon-ltda.com
www.itcon-ltda.com
Medellín, Colombia

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Re: [otrs] OTRS Manager App

[James, Michael]

Thanks Steve, i'll take a look.




-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Steven 
Carr
Gesendet: Mittwoch, 4. Februar 2009 16:20
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] OTRS Manager App

James, Michael wrote:
> Thanks for the info. I guess you know the question i have now, how and where 
> can I configure that?

MySQL: check the my.cnf file to see if "skip-networking" is not hashed
out, if it is there hash it out and restart MySQL.

OTRS user: you will need to delve into the MySQL server itself and
either reconfigure the existing user, or create a new one that has
access to the OTRS database.

http://dev.mysql.com/doc/

Steve

-- 
Steven Carr
Senior Network Security Engineer - Khipu Networks Ltd.
supp...@khipu-networks.com - www.khipu-networks.com
Secure - Compliant - Infrastructure

Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY
Registered in England. Company Number 5218573

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Re: [otrs] OTRS Manager App

[James, Michael]

Hi Steve,
Thanks for the info. I guess you know the question i have now, how and where 
can I configure that?

Thanks
Mike



-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Steven 
Carr
Gesendet: Mittwoch, 4. Februar 2009 16:04
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] OTRS Manager App

James, Michael wrote:
> I have the Host, Port, User, Password, however I still cannot connect. We are 
> running OTRS on Linux, did you have any issues connecting with port 3306?

You will need to ensure that your MySQL database can be accessed from
other IP addresses, and that the OTRS user to connect to the database
with has the ability to logon from any host.

Steve

-- 
Steven Carr
Senior Network Security Engineer - Khipu Networks Ltd.
supp...@khipu-networks.com - www.khipu-networks.com
Secure - Compliant - Infrastructure

Registered Office: Fairfax House, 15 Fulwood Place, London WC1V 6AY
Registered in England. Company Number 5218573

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Re: [otrs] OTRS Manager App

[James, Michael]

Hi Marco,

I have the Host, Port, User, Password, however I still cannot connect. We are 
running OTRS on Linux, did you have any issues connecting with port 3306?

openSUSE 10.2 (i586
Kernel Version Linux 2.6.18.2-34-bigsmp
Perl 5.8.8 (linux) is used. O
OTRS 2.2.5




-Ursprüngliche Nachricht-
Von: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] Im Auftrag von Marco 
Vannini
Gesendet: Mittwoch, 4. Februar 2009 15:29
An: User questions and discussions about OTRS.
Betreff: Re: [otrs] OTRS Manager App

I found it awesome. there is nothing hard to do if you know all about
your db (host, port, user, password)

2009/2/4 James, Michael :
> Hello,
>
>
>
> A general question, has anyone used the OTRS Manager tool from tokaware?
>
>
>
> If so, are there any issues to be aware of prior to use?
>
>
>
> Thanks in advance
>
> Mike
>
>
>
>
>
> Mike James
> Netzbetrieb - Broadband
>
> Unitymedia Group
> Michael Schumacher-Str. 1
> 50170 Kerpen
>
> Tel.   +49 (0) 2273 - 605 - 7168
> Fax.   +49 (0) 2273 - 605 - 7121
> PC Fax. +49 (0) 2273 - 5947 - 2668
> Mobil.   +49 (0) 175 727 1034
> e-mail michael.ja...@unitymedia.de
>
>
>
> www.unitymedia.de
>
> Unitymedia NRW GmbH
> Handelsregister: Amtsgericht Köln HRB 55984
> Geschäftsführer: Parm Sandhu, Dr. Herbert Leifker, Christopher Winfrey
>
>
>
> ___
> 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
>
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[otrs] OTRS Manager App

[James, Michael]

Hello,

 

A general question, has anyone used the OTRS Manager tool from tokaware?

 

If so, are there any issues to be aware of prior to use?

 

Thanks in advance

Mike

 

 

Mike James
Netzbetrieb - Broadband

Unitymedia Group
Michael Schumacher-Str. 1
50170 Kerpen

Tel.   +49 (0) 2273 - 605 - 7168
Fax.   +49 (0) 2273 - 605 - 7121
PC Fax. +49 (0) 2273 - 5947 - 2668
Mobil.   +49 (0) 175 727 1034
e-mail michael.ja...@unitymedia.de   

 

www.unitymedia.de

Unitymedia NRW GmbH
Handelsregister: Amtsgericht Köln HRB 55984
Geschäftsführer: Parm Sandhu, Dr. Herbert Leifker, Christopher Winfrey

 

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[otrs] How to fill New EmailTicket Text field based on queue choice

[James, Michael]

Hallo,

Based on Queue selection on the NewTicket Email form, is there a way to
automatically populate the text field?

 

For example: I select the queue "Config" then the text "Please enter
config details:" will be entered into the text field, but only for this
queue.

 

Thanks in advance.

Mike

 

OTRS Version 2.2.5

openSUSE 10.2

Perl 5.8.8

 

 

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