RE: [otrs] OTRS on CentOS 4.4 incredibly slow
Just FYI... I had/have similar problems. Getting mod_perl going helped but there is still a noticeable pause when moving from page to page. Typically 5-8 seconds on average. This appears to be mostly related to the code that handles loading the page formatting as I remember it. I had done some perl profiling a while back on our older server to try to determine where the bottleneck was. I have some other PHP and Perl based apps running on the same platform that snap almost instantly from page to page. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Hayward Sent: Thursday, January 04, 2007 1:59 PM To: User questions and discussions about OTRS.org Subject: [otrs] OTRS on CentOS 4.4 incredibly slow My OTRS system is taking upwards of 20 seconds per action to load pages, log in, process actions etc. This is very frustrating. Could it be the OS that is causing this? I have a standard CentOS 4.4 server load that I have run yum update on, set up mysql and apache, installed OTRS rpm, and basically that's it. I saw a post from someone referring to a CGI update, which I did, then it killed the system and apache would not restart, so I have wiped the system and started from scratch. 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 Support orr consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] OTRS on CentOS 4.4 incredibly slow
Actually I built a VM-based CentOS box and did the RPM install of OTRS. It's the only thing running on this particular VM. I got mod_perl without any real work on my part. Wish I had more useful info to give you. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Hayward Sent: Thursday, January 04, 2007 2:55 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] OTRS on CentOS 4.4 incredibly slow That sounds much more acceptable. How did you achieve the mod_perl? mike From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jason Loven Sent: 04 January 2007 19:31 To: User questions and discussions about OTRS.org Subject: RE: [otrs] OTRS on CentOS 4.4 incredibly slow Just FYI... I had/have similar problems. Getting mod_perl going helped but there is still a noticeable pause when moving from page to page. Typically 5-8 seconds on average. This appears to be mostly related to the code that handles loading the page formatting as I remember it. I had done some perl profiling a while back on our older server to try to determine where the bottleneck was. I have some other PHP and Perl based apps running on the same platform that snap almost instantly from page to page. From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Mike Hayward Sent: Thursday, January 04, 2007 1:59 PM To: User questions and discussions about OTRS.org Subject: [otrs] OTRS on CentOS 4.4 incredibly slow My OTRS system is taking upwards of 20 seconds per action to load pages, log in, process actions etc. This is very frustrating. Could it be the OS that is causing this? I have a standard CentOS 4.4 server load that I have run yum update on, set up mysql and apache, installed OTRS rpm, and basically that's it. I saw a post from someone referring to a CGI update, which I did, then it killed the system and apache would not restart, so I have wiped the system and started from scratch. 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 Support orr consulting for your OTRS system? = http://www.otrs.com/
Please disregard - RE: [otrs] Cron errors
Please disregard this post. The backup script actually errored as well
but more correctly pointed out that the article table was broken. A
table repair seems to have corrected the problem.
-Jason
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of
Jason Loven
Sent: Friday, November 24, 2006 9:15 AM
To: otrs@otrs.org
Subject: [otrs] Cron errors
I just noticed I'm getting the following error output from the
GenericAgent.pl job. Anyone have any ideas what's causing it? Looks like
a syntax problem to me since it's looking for a table at that doesn't
exist. This is on a 2.0.4 install (which I had planned on upgrading to
2.1.x today).
DBD::mysql::st execute failed: Table 'at' is marked as crashed and
should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, PRODUCT
line 4.
ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24
09:02:06 2006
Message: Table 'at' is marked as crashed and should be repaired, SQL:
'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st,
queue sq , article at WHERE sq.id = st.queue_id AND st.id =
at.ticket_id AND ( LOWER(at.a_subject) LIKE LOWER('%Alert: Computer
Associates%')) ORDER BY st.create_time_unix DESC LIMIT 2000'
Traceback (11087):
Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484
Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319
Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197
DBD::mysql::st fetchrow_array failed: fetch() without execute() at
/opt/otrs/Kernel/System/DB.pm line 477, PRODUCT line 4.
DBD::mysql::st execute failed: Table 'at' is marked as crashed and
should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, PRODUCT
line 4.
ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24
09:02:06 2006
Message: Table 'at' is marked as crashed and should be repaired, SQL:
'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st,
queue sq , article at WHERE sq.id = st.queue_id AND st.id =
at.ticket_id AND ( LOWER(at.a_subject) LIKE LOWER('%notification for
Concerto Foods%')) ORDER BY st.create_time_unix DESC LIMIT 2000'
Traceback (11087):
Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484
Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319
Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197
DBD::mysql::st fetchrow_array failed: fetch() without execute() at
/opt/otrs/Kernel/System/DB.pm line 477, PRODUCT line 4.
DBD::mysql::st execute failed: Table 'at' is marked as crashed and
should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, PRODUCT
line 4.
ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24
09:02:06 2006
Message: Table 'at' is marked as crashed and should be repaired, SQL:
'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st,
queue sq , article at WHERE sq.id = st.queue_id AND st.id =
at.ticket_id AND ( LOWER(at.a_subject) LIKE LOWER('%Alert: Concerto
Foods%')) ORDER BY st.create_time_unix DESC LIMIT 2000'
Traceback (11087):
Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484
Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319
Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197
DBD::mysql::st fetchrow_array failed: fetch() without execute() at
/opt/otrs/Kernel/System/DB.pm line 477, PRODUCT line 4.
DBD::mysql::st execute failed: Table 'at' is marked as crashed and
should be repaired at /opt/otrs/Kernel/System/DB.pm line 440, PRODUCT
line 4.
ERROR: OTRS-GenericAgent-10 Perl: 5.8.5 OS: linux Time: Fri Nov 24
09:02:06 2006
Message: Table 'at' is marked as crashed and should be repaired, SQL:
'SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st,
queue sq , article at WHERE sq.id = st.queue_id AND st.id =
at.ticket_id AND ( LOWER(at.a_body) LIKE LOWER('%Customer: Midvalley
Glass%')) ORDER BY st.create_time_unix DESC LIMIT 2000'
Traceback (11087):
Module: Kernel::System::Ticket::TicketSearch (v1.194) Line: 2484
Module: Kernel::System::GenericAgent::JobRun (v1.11 ) Line: 319
Module: /opt/otrs//bin/GenericAgent.pl (v1.36) Line: 197
DBD::mysql::st fetchrow_array failed: fetch() without execute() at
/opt/otrs/Kernel/System/DB.pm line 477, PRODUCT line 4.
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[otrs] OTRS Dashboard?
Has anyone written a dashboard function for OTRS? Something that would have things like current open tickets, new tickets for today, closed today, etc? Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: [EMAIL PROTECTED] Web: http://www.cainetserv.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] Status View?
Ive hunted around in the options but apparently Im missing it Wheres the option to turn on the Status View toolbar button? Im referring to the view that shows all the currently non-closed tickets. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: [EMAIL PROTECTED] Web: http://www.cainetserv.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] OTRS 2.0.4 performance (update)
Just thought Id follow up on my earlier posting regarding performance I moved my OTRS 2.0.4 installation to a new server. I provisioned a VMWare virtual server and put in CentOS4 and the v2.0.4 RPM on it. In order to keep the installation as clean as possible I did a fresh install of 2.0.4 and then just restored the database from my old server to the new one. I do have to say the performance now that mod_perl is working is MUCH improved although this is also due in some part to the fact that this VM host server is a much heartier machine than the old dedicated box we had OTRS running on. All seems to be running well although I had lost some of my custom config settings in the transition. Nothing major and Im happier to have a clean/fresh install from which to work/upgrade going forward. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: [EMAIL PROTECTED] Web: http://www.cainetserv.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] FQDN?
Is it not possible to change the OTRS system FQDN from inside the config? Every time I change it, it reverts back to the local host FQDN which is a private FQDN which I would prefer not to have exposed. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: [EMAIL PROTECTED] Web: http://www.cainetserv.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] v2.0.4 RPM availability
Is the OTRS v2.0.4 RedHat RPM still available? Id like to install it in a fresh VM to try to resolve my mod_perl issue but all I see up now are the 2.1 downloads. Also does anyone know if the RedHat RPM will work on a CentOS 4.4 platform? Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: [EMAIL PROTECTED] Web: http://www.cainetserv.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
[otrs] OTRS 2.0.4 performance
Can anyone out there give me an idea how the performance of their OTRS is? Im getting a fairly noticeable delay between the time I click on the zoom hyperlink and when the page actually comes up. The delay is about 4-6 seconds. Sometimes more but I dont think Ive ever seen it faster. Of course this is hardly a HUGE delay but it does seem a bit high. Is this normal? We have it running for only a few agents (5-6) on a P4 2.0Ghz FreeBSD server with 1GB RAM. The MySQL database is on the same server and if I write any custom queries against the sql it performs very well with most queries returning in well under ½ second. Were not running with mod_perl due to a configuration problem that makes OTRS crash if I try to run it that way so thats to blame for some of the problem Im sure. But as I said Ive actually written a variety of perl/php scripts that query the database and they pop right up as soon as I click on them. Thoughts? Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: [EMAIL PROTECTED] Web: http://www.cainetserv.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support orr consulting for your OTRS system? = http://www.otrs.com/
RE: [otrs] Crystal Reports
Thanks for the reply! Ill give it a whirl. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: [EMAIL PROTECTED] Web: http://www.cainetserv.com/ From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of David Hathiramani Sent: Wednesday, May 17, 2006 11:51 AM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Crystal Reports works very well From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Jason Loven Sent: 12 May 2006 16:57 To: User questions and discussions about OTRS.org Subject: [otrs] Crystal Reports Anyone using Crystal Reports with OTRS? I was thinking of taking a stab at it via MySQL ODBC but Id like to hear if anyone knows if its possible to do before I spend a lot of time on it. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: [EMAIL PROTECTED] Web: http://www.cainetserv.com/ Winner 2006: Eden Brown are proud winners of the Employer category of the 2006 Age Positive Recruitment Excellence Awards, in recognition of our lasting commitment to promoting positive age diversity practices in recruitment and challenging ageist attitudes and stereotypes at the highest level. Eden Brown's Age Diversity Embracing A New Age Guide is now available online at www.edenbrown.com/agediversity www.edenbrown.com/awardwinning for more information on our award winning success. The Eden Brown Tree Policy: Eden Brownfeels strongly about usingtechnology to reducepaper usagein order tohelp the environment. Please print only if essential. Attention: Any opinions expressed in this email are those of the individual and not necessarily the Company. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you are not the intended recipient, be advised that you have received this email in error and that any use is strictly prohibited.Please address any enquiries regarding this notice to:-[EMAIL PROTECTED] This e-mail message has been scanned and cleared by MailMarshal - www.marshalsoftware.com This email was scanned by Postini, the leading provider in Managed Email Security. If you have received this email and/or have any questions you can contact the Grove Group on +44 (0) 870 224 0432 or visit our website www.groveis.com___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Crystal Reports
Anyone using Crystal Reports with OTRS? I was thinking of taking a stab at it via MySQL ODBC but Id like to hear if anyone knows if its possible to do before I spend a lot of time on it. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: [EMAIL PROTECTED] Web: http://www.cainetserv.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Email character set
Thanks MUCH Nils.
Thank you,
Jason Loven
Manager - Technical Services Department
Computer Associates, Inc.
36 Thurber Blvd, Smithfield RI 02917
Phone: (401)232-2600, Fax: (401)232-7778
Email: [EMAIL PROTECTED]
Web: http://www.cainetserv.com/
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nils Breunese
(Lemonbit Internet)
Sent: Tuesday, May 02, 2006 5:53 PM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Email character set
Jason Loven wrote:
What was the option that changed the character set? I'm getting
emails with funny character codes in them.
Set $Self-{'DefaultCharset'} in Kernel/Config.pm.
Nils Breunese.
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[otrs] Email character set
What was the option that changed the character set? Im getting emails with funny character codes in them. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: [EMAIL PROTECTED] Web: http://www.cainetserv.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Problem with mod_perl2 and OTRS
As I mentioned in an email posting yesterday I have not been able to use mod_perl with OTRS. When I set up apache (apache2 / mod_perl2) per the OTRS instructions I get the following error during startup [Mon Apr 17 18:41:54 2006] [error] Can't locate Apache/RequestRec.pm in @INC (@INC contains: //../../Kernel/cpan-lib //../.. ../../ /usr/local/otrs/Kernel/cpan-lib /usr/local/otrs/ /usr/local/lib/perl5/site_perl/5.8.6/mach /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl/5.6.2 /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl /usr/local/lib/perl5/5.8.6/BSDPAN /usr/local/lib/perl5/5.8.6/mach /usr/local/lib/perl5/5.8.6 . /usr/local //../.. //../../Kernel/cpan-lib) at /usr/local/lib/perl5/5.8.6/CGI/Carp.pm line 471, PRODUCT line 4.\n Does anyone know whats causing this? Heres the file Im Includeing in my httpd.conf -beginning of file- # agent, admin and customer frontend ScriptAlias /otrs/ /usr/local/otrs/bin/cgi-bin/ Alias /otrs-web/ /usr/local/otrs/var/httpd/htdocs/ # load all otrs modules Perlrequire /usr/local/otrs/scripts/apache2-perl-startup.pl # Apache::Reload - Reload Perl Modules when Changed on Disk PerlModule Apache2::Reload PerlInitHandler Apache2::Reload PerlModule Apache2::RequestRec # set mod_perl2 options Location /otrs # ErrorDocument 403 /otrs/customer.pl AllowOverride None ErrorDocument 403 /otrs/index.pl SetHandler perl-script PerlResponseHandler ModPerl::Registry Options +ExecCGI PerlOptions +ParseHeaders PerlOptions +SetupEnv Order allow,deny Allow from all /Location # directory settings Directory /usr/local/otrs/bin/cgi-bin/ AllowOverride None Options +ExecCGI -Includes Order allow,deny Allow from all /Directory Directory /usr/local/otrs/var/httpd/htdocs/ AllowOverride None Order allow,deny Allow from all /Directory # MaxRequestsPerChild (so no apache child will be to big!) MaxRequestsPerChild 400 -end of file- Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: [EMAIL PROTECTED] Web: http://www.cainetserv.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Moving from Unix to Windows?
Has anyone here done a migration/move of a running OTRS 2.0.4 system on Unix to a Windows platform? We are currently running our OTRS on a FreeBSD system (not using mod_perl). Were looking at migrating it to a Windows2003 server and at the same time bringing mod_perl into the mix. I had original tried mod_perl on the FreeBSD box but had some Apache::Registry issues that kept me off mod_perl. Im hoping that as part of the move to the Windows box I can iron those out prior to bringing the system into production mode. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: [EMAIL PROTECTED] Web: http://www.cainetserv.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Reopening tickets
Excellent information! Thank you very much!
-Original Message-
From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Richard Hinkamp
- BeSite
Sent: Saturday, April 08, 2006 11:01 AM
To: User questions and discussions about OTRS.org
Subject: Re: [otrs] Reopening tickets
The only way i could reopen an ticket was forwarding the message to my
self and putting the status on open but there should be a beter way?
right?
If you set the following config options, you can set the state of a
ticket by adding a note:
$Self-{'Ticket::Frontend::NoteSetState'} = 1;
$Self-{'Ticket::DefaultNextNoteStateType'} = ['new', 'open', 'closed',
'removed'];
The second is for specifying which states it can be set to.
Regards,
Richard
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[otrs] Reopening tickets
Whats the best method for reopening a ticket? I dont want notifications sent anywhere I just want the ticket set back to open status. Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: [EMAIL PROTECTED] Web: http://www.cainetserv.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Reskinning OTRS and also any integration with CRM?
Just curious if anyone has done any work on reskinning OTRS at all? Some of the views (like the open tickets view) show a lot of information it would be nice to pare down to just a line or 3. Also has anyone managed to get OTRS working with any of the CRM systems out there like Microsoft CRM or SugarCRM? Thank you, Jason Loven Manager - Technical Services Department Computer Associates, Inc. 36 Thurber Blvd, Smithfield RI 02917 Phone: (401)232-2600, Fax: (401)232-7778 Email: [EMAIL PROTECTED] Web: http://www.cainetserv.com/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Reskinning OTRS and also any integration with CRM?
Kurt, Thanks for your feedback. I have a very strong feeling we will be embarking on a similar modification program in the not-so-distant future. I have taken my own halting steps into the source modules on several occasions to just learn how things work internally but its soon time to modify the code. I'll try to keep in touch as I start and progress. -Jason -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Knut Haugen Sent: Thursday, April 06, 2006 3:24 PM To: otrs@otrs.org Subject: Re: [otrs] Reskinning OTRS and also any integration with CRM? [ Jason Loven ] Just curious if anyone has done any work on reskinning OTRS at all? Some of the views (like the open tickets view) show a lot of information it would be nice to pare down to just a line or 3. I have. It started out as just a few tweaks, but I still decided to create a whole new theme with all changes in order to be able to switch back and forth. I just copied the Standard theme and went from there on. That's the easy part. How hard it gets afterwards, depends entirely on what you want to achieve. - Just changing some colors and margins is mostly done in the css, but you might need a few new css-classes here and there. - larger re-designs are hard as the OTRS design is based on tables and not divs. This depends mostly on your html-fu. - Introducing new templates and cleanup up the moderately overloaded interface is more, eh, interesting. Some stuff is controlled by config settings and group memberships and such. Changing these in the config file removes stuff (e.g. FAQ link in navigation bar, if you don't need that). Other stuff is controlled by where you are and what you can do. Here you have to set permissions and things like that. Again other things have to edited out of the template manually. And yet other stuff is controlled by obscure template variables virtually impossible to detect where are set and where they end up and in which template block/loop. This can be frustrating, to say the least. As an example I spent up to three hours in one particular spot trying to get a couple of new variables out into the template block in the right template, but eventually I gave and created a new module and template to do the job. The template language which is re-invented in OTRS leaves something to be desired, IMNSHO. On the positive side, it's fairly easy to find which module that handles a given page, just by looking at the url. If the URL says Action=AgentTicketForward for instance, there is a perl library called Kernel/Modules/AgentTicketForward.pm which handles this request, and template file probably called (also named in the file above) called Kernel/Output/HTML/YourTheme/AgentTicketForward.dtl which is used. That's about all there is to it. After that, it's elbow grease and hard html/perl coding. -- Knut Haugen Senior Consultant/programmerLinpro AS web: http://www.linpro.no/ +47 21544100 gpg: http://www.knuthaugen.no/misc/key.asc.txt ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Customer email as ID
Is there a particular reason that its required that the customer ID be an email address? I understand that its good to have that to maintain a communications trail with the customer etc but often our issues are handled over the phone and in about 15-20% of the cases the specific person we are speaking with does not have an email address. At least not that they wish to share. Also in about 25% of the tickets we open the tickets are opened by a receptionist who takes the call or it may come in via a voice mail where the customer does not leave an email. Just wondering if its possible to make some small tweaks to accommodate this since currently OTRS checks the MX validity of entered email so we cant even do something like [EMAIL PROTECTED] to get the ticket open. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] OTRS addons?
Has anyone written some OTRS addons etc that might be of use to other OTRS users? Examples: 1. More advanced statistics reporting. 2. MRTG graphing of stats. 3. Integration with groupware systems. 4. Import/Export to/from Excel etc. I'm using vanilla out of the box right now but I'm curious what others might be doing with it. I'd like to get my mitts on some samples of how to hook in and extract things from the database. Particularly the MRTG graphing interests me right now. -Jason ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Queue to group/user relationship
I just want to clarify my understanding of groups and queues... Is there a one-to-one relationship of queues to groups? Meaning that you can only associate a queue with a single group? I'm trying to understand how queues become available to agent users. I created a new user and gave them read-only access to a group or groups then they can see the queues that are also associated with that group correct? That appears to be the case. So to state it more plainly: Groups have a one-to-many relationship to queues? ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Error in system log
I'm getting the following error in our system log. I'm not sure what's generating it. Fri Jan 20 15:45:26 2006 error OTRS-CGI-10 Found no $QueueID for Tech Services! I grep'd the OTRS directory and can't find any reference to OTRS-CGI-10. Can anyone offer a clue where to look? -Jason ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Reporting
Close...turns out it was far too obvious for me to see. I hadn't granted myself access to the stats group. Duh. I dunno how I missed that one but I'm espeically glad I got to share my cluelessness with the entire list. -Original Message- From: Seigafuse, Mike [mailto:[EMAIL PROTECTED] Sent: Tuesday, January 17, 2006 9:52 PM To: User questions and discussions about OTRS.org Subject: RE: [otrs] Reporting Sounds like perhaps you haven't granted yourself rights to the FAQ module... -Original Message- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Nils Breunese (Lemonbit Internet) Sent: Tuesday, January 17, 2006 5:51 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Reporting Jason Loven wrote: I must have a missing module then. Mine read (left to right) Logout, Queue View, Phone-Ticket, Email-Ticket, Search, Preferences, Customer, Bulk-Action I have in between Search and Preferences. Nils. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/ This email may contain material that is confidential, privileged and/or attorney work product for the sole use of the intended recipient. Any review, reliance or distribution by others or forwarding without express permission is strictly prohibited. If you are not the intended recipient, please contact the sender and delete all copies. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Customer Queue list
How do I limit what queues a customer can choose from when composing a new ticket? -Jason ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
[otrs] Reporting
I'm running OTRS 2.0.4 on a FreeBSD box. Things are working basically fine except I had thought there were supposed to be reports available. Am I just missing something? I don't see any options to generate reports of any sort. Or to graph statistics? I don't see any options for that either. -Jason ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
RE: [otrs] Reporting
I must have a missing module then. Mine read (left to right) Logout, Queue View, Phone-Ticket, Email-Ticket, Search, Preferences, Customer, Bulk-Action :-\. -Original Message- From: Nils Breunese (Lemonbit Internet) [mailto:[EMAIL PROTECTED] Sent: Tuesday, January 17, 2006 4:59 PM To: User questions and discussions about OTRS.org Subject: Re: [otrs] Reporting Jason Loven wrote: I'm running OTRS 2.0.4 on a FreeBSD box. Things are working basically fine except I had thought there were supposed to be reports available. Am I just missing something? I don't see any options to generate reports of any sort. Or to graph statistics? I don't see any options for that either. Sixth button from the left is statistics for me. Nils. ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/ ___ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support oder Consulting für Ihr OTRS System? = http://www.otrs.de/
