Re: [otrs] Trouble with 2 OTRS 2.3.4 instances
Thanks Daniel My 2 OTRS instances are separated, working on their own directory (/otrs1 and /otrs2) with separated Config.pm, Kernel.pm and Defaults.pm files, separated scripts into httpd.conf Apache config and separated cronjobs. I did try with 1 and with 2 MySql users to each OTRS instance, with 1 and with 2 operating system users, but it did not solve the problem. I think the problem is in how I am using apache2-perl-startup.pl script: Each script was modified to point to a different directory; I dont know . Additionally, this instances will be migrated from a FreeBSD box where currently both 2 OTRS instances are running ok with the same configuration (Apache, MySql, Perl) I did set up on my new Red Hat. Any other ideas will be apreciated. 2014-07-06 23:48 GMT-05:00 Daniel Litzbach daniel.litzb...@com-sys.de: Each Installation should have it's own config.pm, Check the Database in that file. But i would recommend to use two seperate Systems, just to make sure you have no Problems with file permissions and cronjobs. Regards *Daniel Litzbach* Am 07.07.2014 um 03:14 schrieb Karlos Jelez otrs...@gmail.com: Hi list, I have 2 OTRS instances and they both are accessing the same database !!! :( I don’t know how to solve itt. Red Hat 6.0 with Apache 2.2.11 with mod_perl, MySql 5.0.45. Each instance is running in different directory (/otrs1 and /otrs2) of course. I created both databases (of course) from scratch and load with initial data script (only one OTRS user). I created the otrs MySql user. When I login to the second instance it access (and shows) data from the first data base !!! I did note that when in Apache config I exchange the order of: /opt/www/data/otrs1/scripts/apache2-perl-startup.pl /opt/www/data/otrs2/scripts/apache2-perl-startup.pl both OTRS instances access data base pointed by the first line. And if I disable one line, both OTRS instances access data pointed by the line enabled. Tests: I did try with 2 mysql users (otrs1 and otrs2). It is not clear to me if I must enable apache2-perl-startup.pl script only once for both otrs instances of if I must enable apache2-perl-startup.pl twice, one for each instance. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Trouble with 2 OTRS 2.3.4 instances
Hi list, I have 2 OTRS instances and they both are accessing the same database !!! :( I don’t know how to solve itt. Red Hat 6.0 with Apache 2.2.11 with mod_perl, MySql 5.0.45. Each instance is running in different directory (/otrs1 and /otrs2) of course. I created both databases (of course) from scratch and load with initial data script (only one OTRS user). I created the otrs MySql user. When I login to the second instance it access (and shows) data from the first data base !!! I did note that when in Apache config I exchange the order of: /opt/www/data/otrs1/scripts/apache2-perl-startup.pl /opt/www/data/otrs2/scripts/apache2-perl-startup.pl both OTRS instances access data base pointed by the first line. And if I disable one line, both OTRS instances access data pointed by the line enabled. Tests: I did try with 2 mysql users (otrs1 and otrs2). It is not clear to me if I must enable apache2-perl-startup.pl script only once for both otrs instances of if I must enable apache2-perl-startup.pl twice, one for each instance. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] Hiding queues
Thanks a lot Gerald and Michiel. I will try with 3.3 version. 2014-07-04 8:09 GMT-05:00 Michiel Beijen michiel.bei...@gmail.com: ACLs in the customer interface are only supported on new OTRS (since 3.3). I tend to prefer to remove the Queue from the customer interface, and to set it to a default value. So all tickets customers create end up in for instance the 'Support' queue and agents then classify the requests and move it into the correct queues if needed. Of course, if you want you can also automate this last bit. Since 3.3 there are event based generic agent actions and you can for instance, based on the Service, or another value, push tickets through to a certain queue when a customer created them. -- Mike On Fri, Jul 4, 2014 at 5:38 AM, Gerald Young cryth...@gmail.com wrote: It should be possible with group membership or ACL, though I (and this is my own hangup) tend to not support segregating customers from queues that customers *generally* have access to. Sometimes it can't be helped. With CustomerGroupSupport disabled, customers can see any queue. With CustomerGroupSupport enabled, customers will see queues that belong to groups of which the customer is a member. By default, CustomerGroupAlwaysGroups provides users and therefore any Queue of group users will be seen by all customers. For this purpose, escalation/Tier 2 queue not of group users might be useful, but there are other ways (ACL, SysConfig Queue lists) to provide a truncated Queue list (by default) to all customers. With ACL, you'd match the Properties CustomerUser Login and then Possible Queues (your list). You can use wildcards or use an ACL for each segregated Customer. On Thu, Jul 3, 2014 at 9:00 PM, Karlos Jelez otrs...@gmail.com wrote: Hi list, I have several queues in my OTRS 2.3.4 and several customers. I would like hide some queues to some customers in the Customer Interface. Is it possible? or is it possible in OTRS 3.3 ? Thanks in advance !!! Karlos - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] Hiding queues
Hi list, I have several queues in my OTRS 2.3.4 and several customers. I would like hide some queues to some customers in the Customer Interface. Is it possible? or is it possible in OTRS 3.3 ? Thanks in advance !!! Karlos - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] 2.3.4 3.3 OTRS instances running?
Thanks a lot Diego. Regards Karlos 2014-05-22 9:54 GMT-05:00 Diego Chacón di...@gridshield.net: On 5/21/14 9:45 AM, Karlos Jelez wrote: Hi List, Is it possible to have both OTRS instances running in the same server? I have a FreeBSD 7.0 with 2.3.4 version and I want to use the newest version 3.3 Thanks a lot Karlos Yes it is possible. As you use FreeBSD, one instance can be from ports and the other instance must be installed from source OTRS. Separate instances with different virtual host. Beware of aliases, must be different for each domain. -- Diego Chacón Rojas Gridshield: Information Technology Service Management Teléfono: +506 2258.5757 * E-mail: di...@gridshield.net * Web: www.gridshield.com - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] 2.3.4 3.3 OTRS instances running?
Thank you very much Mike. Regards Karlos 2014-05-22 13:51 GMT-05:00 Michiel Beijen michiel.bei...@gmail.com: Hi Karlos, On Wed, May 21, 2014 at 5:45 PM, Karlos Jelez otrs...@gmail.com wrote: Hi List, Is it possible to have both OTRS instances running in the same server? I have a FreeBSD 7.0 with 2.3.4 version and I want to use the newest version 3.3 Yes you can, but if you want to use mod_perl you'll need to use separate vhosts and use PerlOptions +Parent and the Apache Worker MPM. See http://blog.otrs.org/2010/08/11/how-to-run-multiple-mod_perl-supported-otrs-on-a-single-host/ You might want to not bother and just use separate VMs or separate apache in chroots or the like. -- 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 - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] 2.3.4 3.3 OTRS instances running?
Hi List, Is it possible to have both OTRS instances running in the same server? I have a FreeBSD 7.0 with 2.3.4 version and I want to use the newest version 3.3 Thanks a lot Karlos - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] 2 queues, 1 of them very slow
Hi list, I have a OTRS 2.3.4 instalacion for a few years. It was working with 1 queue; currently 5,000 tickets after a purge from 50,000. Two months ago a set up a second queue; currently with 200 tickets. I have noted that the fetching mails process takes 4 minutes per message when the target is the first queue, but just a few seconds when the target is the new queue. The mail server I am using is a 2003 exchange to both 2 queues. I did test with qmail but I had the same result. I did set up PostMasterReconnectMessage to 50. I did set up storage to ArticleStorageFS. I did optimize its mysql database. But speed for fetching mail process for the first queue do not improve. :( All help will be appreciated. Thanks - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] 2 queues, 1 of them very slow
Thanks Ugo The HW is ok; it is a FreeBSD hosted in a datacenter. OTRS receive 100 new tickets daily; working hours. 90% of tickets are closed same day.. Any other ideas? 2012/2/3 Ugo Bellavance u...@lubik.ca On 2012-02-03 03:33, Karlos Jelez wrote: Hi list, I have a OTRS 2.3.4 instalacion for a few years. It was working with 1 queue; currently 5,000 tickets after a purge from 50,000. Two months ago a set up a second queue; currently with 200 tickets. I have noted that the fetching mails process takes 4 minutes per message when the target is the first queue, but just a few seconds when the target is the new queue. The mail server I am using is a 2003 exchange to both 2 queues. I did test with qmail but I had the same result. I did set up PostMasterReconnectMessage to 50. I did set up storage to ArticleStorageFS. I did optimize its mysql database. But speed for fetching mail process for the first queue do not improve. :( That looks like hardware performance troubleshooting. OTRS is on Windows or Linux? --**--**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
Re: [otrs] 2 queues, 1 of them very slow
Hi Steve Thanks for your comments OTRS has a Generic Agent where you can do some tasks. I create a task to collect tickets until Nov-30-2011, pass the tickets to Junk queue and then delete from Junk. All was fine. The trouble is with the first queue, wich receive 100 new messages daily. The second queue onlu receive 5 messages daily. If it is a database performance issue I think both queues must works slow, not only one. In fact, OTRS works fine, except for fetch mails to one of the queues. Currently OTRS v 2.3.4 2 queues, fetching by POP 6,000 tickets (December to February) 100 tickets as open/pending 5900 tickets closed 100 new tickets daily, most of theme close same day MySql Db was optimize and index rebuilt I did set up PostMasterReconnectMessage to 50. I did set up storage to ArticleStorageFS I did change exchange server for qmail for both queue-accounts. 2012/2/3 Steven Carr sjc...@gmail.com How exactly did you purge the 45k tickets? and when did you purge them? recently hours/days? It sounds to me like OTRS still has something in it's database for the 45k tickets you purged and so is searching through that data for a match whenever a new ticket comes into that queue. If you have only just recently deleted them then there are a few cron jobs you may want to kick off manually which rebuilds indexes etc. Steve On 3 February 2012 16:24, Ugo Bellavance u...@lubik.ca wrote: On 2012-02-03 09:02, Karlos Jelez wrote: Thanks Ugo The HW is ok; it is a FreeBSD hosted in a datacenter. OTRS receive 100 new tickets daily; working hours. 90% of tickets are closed same day.. What is the load average on the machine? What is the average wait and service times on the disk when the slowness occurs? --**--**- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] first response
Hi all, How I can report the time of first response ? I would like to have a table with the headers: Ticket | Created (Timestamp) | First Response (Timestamp) | Time of first response (First response timestamp - Created Timestamp) I am trying using stats but if it is necessary a query can be used. Thanks in advance. Karlos - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
[otrs] how to limit by hour not only by date
Hi, Is there a way to limit by hour not only by date, the reports in Stat module? Thanks Karlos - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Changing NumberGenerator
Hi List, I would like to change the NumberGenerator from Date to DateCheckSum. Currently our OTRS has hundreds of tickets. Does anyone know if there are troubles after the change? Thanks in advance Karlos - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Installation path
Hi, I have been using OTRS for 4 years and I have 4 OTRS installations on one box. I use P4, 2 GB, 80 GB, FreeBSD 7, Apache2, 100 Mb/s Every OTRS installation is using its path. Apache crontab must be configured to serve the 4 OTRS installations. I did install from sources. I will try to answer specific questions to help you. Karlos, 2009/6/25 sumeet jain sumeetcj...@gmail.com Does OTRS needs to be installed at /opt/otrs/ Only? - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] sysconfig run slowly
Hi List, Recently upgrade my OTRS from 2.3.1 to 2.3.4 and I did change my box (a failure hardware). I have identical hardware and apache/perl configuration. All runs excellent except sysconfig. When I go to sysconfig to set up any item, response takes til 2 minutos. When I save the changes, response takes til 2 minutes again. Any ideas about how to to solve this issue? Thanks in advance. Karlos. - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] automatic mail distribution for OTRS
Hi List, I always have used OTRS as it is: every user agent click on a new ticket to send a response and become the owner of that ticket. I would like to know if there is a way to assign automaticaly new tickets to user agents some like a round robin sequence or to a idle agent like PBX systems at a call centers. All help is appreciated. Thanks in advance Karlos - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
