Re: [otrs] Memory usage rising from 4.x -> 5.0.9
* Martin Gruner : > Hello Ralf, > > this is strange. The biggest changes would have to be expected when upgrading > to OTRS 4, because there we added a centralized in-memory cache which should > increase performance but partly also could lead to higher memory usage. For > OTRS 5 there should be no such effect. > > How big are your apache processes? 10210 www-data 20 0 163M 72016 12468 S 0.0 2.3 0:04.00 /usr/sbin/apache2 -k start 10155 www-data 20 0 161M 69604 12724 S 0.0 2.2 0:01.11 /usr/sbin/apache2 -k start 10031 www-data 20 0 159M 67152 12452 S 0.0 2.2 0:01.48 /usr/sbin/apache2 -k start 10209 www-data 20 0 158M 66724 12304 S 0.0 2.2 0:01.11 /usr/sbin/apache2 -k start 10524 www-data 20 0 157M 64336 10940 S 0.0 2.1 0:01.08 /usr/sbin/apache2 -k start 10649 www-data 20 0 155M 63860 12452 S 0.0 2.1 0:00.98 /usr/sbin/apache2 -k start 10610 www-data 20 0 155M 63156 12412 S 0.0 2.0 0:00.72 /usr/sbin/apache2 -k start 11086 www-data 20 0 137M 42880 10532 S 0.0 1.4 0:00.28 /usr/sbin/apache2 -k start 1658 root 20 0 116M 35264 22520 S 0.0 1.1 0:03.27 /usr/sbin/apache2 -k start > Which worker do you use (prefork)? prefork > What’s the maximum requests per child setting for the processes? MaxRequestWorkers 150 -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] Memory usage rising from 4.x -> 5.0.9
I successfully upgraded from the most recent 4.x version of OTRS to
5.0.9 and noticed a sudden increase in memory usage:
The machine starts to use swap, and when checking which processes
are using the most swap I'm seeing:
otrs:~# { date;for f in /proc/[0-9]*/status; do awk '{k[$1]=$2} END { if
(k["VmSwap:"]) print
k["Pid:"],k["Name:"],k["VmSwap:"];}' $f 2>/dev/null; done | sort -n
; }
Mi 20. Apr 15:55:05 CEST 2016
1 init 600
...
26138 otrs.Daemon.pl 8240
26169 /usr/sbin/apach 4964
26243 /usr/sbin/apach 4832
26311 /usr/sbin/apach 4916
26835 /usr/sbin/apach 5136
27219 /usr/sbin/apach 5136
27701 /usr/sbin/apach 8528
27711 /usr/sbin/apach 5108
27746 /usr/sbin/apach 5256
27747 /usr/sbin/apach 8532
So it's apache/mod_perl. Is that normal?
--
Ralf Hildebrandt Charite Universitätsmedizin Berlin
ralf.hildebra...@charite.deCampus Benjamin Franklin
http://www.charite.de Hindenburgdamm 30, 12203 Berlin
Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155
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[otrs] Module Kernel/Output/HTML/OutputFilterTextAutoLink.pm not in @INC?
After upgrading from 4.0.16 to 5.0.9 I encountered this error: Module Kernel/Output/HTML/OutputFilterTextAutoLink.pm not in @INC (/opt/otrs/Custom /opt/otrs/Kernel/cpan-lib /opt/otrs/ /etc/perl /usr/local/lib/perl/5.18.2 /usr/local/share/perl/5.18.2 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.18 /usr/share/perl/5.18 /usr/local/lib/site_perl . /etc/apache2) which I could easily fix by disabling the option in the config. But: What replaces OutputFilterTextAutoLink in 5.0.x? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] Use of templates
We're having a lot of templates for answers and the like. Is there any way of finding out how often a template was actively used by the agents? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] "Ungültige dynamische Felder" - invalid dynamic fields
* Ralf Hildebrandt : > otrs/index.pl?Action=AdminServiceCenter emits the following: > > Dynamische Felder 46 > Werte in Dynamischen Feldern 0 > Gruppen 19 > Ungültige dynamische Felder 36 > Werte in ungültigen dynamischen Feldern 0 > > which I guess translates to: > > dynamic fields 46 > values in dynamic fields 0 > invalid dynamic fields 36 > values in invalid dynamic fields 0 > > but what are "dynamic fields" and "invalid dynamic fields"? Should I > worry? How can I find the invalid dynamic fields? Found them -- those were old entries TicketFreeText, TicketFreeKey, TicketFreeTime, ArticleFreeText und ArticleFreeKey which probably got migrated from old versions of OTRS. Oh, the cruft. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] "Ungültige dynamische Felder" - invalid dynamic fields
otrs/index.pl?Action=AdminServiceCenter emits the following: Dynamische Felder 46 Werte in Dynamischen Feldern0 Gruppen 19 Ungültige dynamische Felder 36 Werte in ungültigen dynamischen Feldern 0 which I guess translates to: dynamic fields 46 values in dynamic fields 0 invalid dynamic fields 36 values in invalid dynamic fields 0 but what are "dynamic fields" and "invalid dynamic fields"? Should I worry? How can I find the invalid dynamic fields? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] LDAP query
Currently we're querying our internal LDAP server for email address autocompletion (i.e. when creating an email ticket or forwarding tickets). Problem: Some users have the email address in the LDAP attribute "email", others in "janetMailbox". How can I display both "email" and "janetMailbox" (or rather the attribute that happens to be non-empty). -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] GenericAgent doesn't delete tickets
I created a generic agent to delete some old, unneeded tickets. The system reports: 6901 Tickets sind betroffen! Was wollen Sie tun? Warnung: Sie verwenden die Option LÖSCHEN. Alle gelöschten Tickets gehen verloren! Job bearbeiten Job ausführen oder Abbrechen Clicking on "Job ausführen" invokes: https://otrs.charite.de/otrs/index.pl?Action=AdminGenericAgent;Subaction=RunNow;Profile=name%20of%20job;ChallengeToken=Td1PuaA8mFWDAze8lBQDitcnERsgHUF9; which returns immediately, not deleting anything. Prior to that I executed the SAME job (on about 10.000 tickets), which obviously didn't delete all 10.000 but "only" 3.000 -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] New icons in otrs 3.3?
* Ralf Hildebrandt : > * Sander Goudswaard : > > This looks like a custom theme? > > I found it! OTRS is offering the skins "default" and "Ivory". I was > using Ivory, and it has the problem, while "default" has not. > > I'll do some diffing... Seem the ivory skin had some garbage from a previous update in it. I removed it entirely & copied it from the tar ball and now everything looks fine. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] New icons in otrs 3.3?
* Sander Goudswaard : > This looks like a custom theme? I found it! OTRS is offering the skins "default" and "Ivory". I was using Ivory, and it has the problem, while "default" has not. I'll do some diffing... -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] New icons in otrs 3.3?
* Sander Goudswaard : > This looks like a custom theme? It's not. Default. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] New icons in otrs 3.3?
* Ralf Hildebrandt : > * Sander Goudswaard : > > This looks like a custom theme? > > > > >From the upgrading docs: > > > > Own themes > > Note: The OTRS themes between 3.2 and 3.3 are NOT compatible, so don't use > > your old themes! > > Hm, I never created or used any but the "Standard" theme. > > > Themes are located under $OTRS_HOME/Kernel/Output/HTML/*/*.dtl (default: > > OTRS_HOME=/opt/otrs). > > Please also note that dtl-Files must be in utf-8 from OTRS 3.3 on. > > I checked, there are only *.dtl files below "Standard", and they all > date back to 27th of March. I threw away the "Standard" subdirectory and copied it from the tarball, restarted Apache2. The issue persists. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] New icons in otrs 3.3?
* Sander Goudswaard : > This looks like a custom theme? > > >From the upgrading docs: > > Own themes > Note: The OTRS themes between 3.2 and 3.3 are NOT compatible, so don't use > your old themes! Hm, I never created or used any but the "Standard" theme. > Themes are located under $OTRS_HOME/Kernel/Output/HTML/*/*.dtl (default: > OTRS_HOME=/opt/otrs). > Please also note that dtl-Files must be in utf-8 from OTRS 3.3 on. I checked, there are only *.dtl files below "Standard", and they all date back to 27th of March. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] New icons in otrs 3.3?
The icons in the top left corner look (to me at least) a bit strange. They look as if they were actually two icons each, one on top of each other. See here: http://www.arschkrebs.de/bugs/otrs.png Is that normal? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] Show "last contact" instead of "ticket creation date"?
Is it possible to show the time of the last contact instead of "ticket creation date"? Why? Users are responding to old, already closed tickets. These are then shown as "430 days" old, and the agent is panicking :) -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] Ticket-Classifier?
I have a queue for medical enquiries, which should be pre-sorted into subqueues. Currently I'm doing this using a postmaster-filter using "(keyword1|keyword2|keyword3)" etc. This works reasonably well, but what I thought is this: * assign keywords to every queue * check new mails for keywords, giving each queue a score corresponding to the number of keywords matched * assing ticket to the queue with the largest number of matches Does such a "classifier" module already exist? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] fetchmail/imap and keeping messages in the mailbox
* Steven Carr : > No, this has been asked many times before. The way you achieve this is > to have 2 mailboxes and setup an email address which delivers the mail > to both mailboxes. You then use one mailbox to pull the emails into > OTRS and the other mailbox acts as an "archive". Thought so. Thanks. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] fetchmail/imap and keeping messages in the mailbox
Currently we're fetching the messages from an IMAP mailbox using fetchmail. Is there a way of keeping the messages in the IMAP mailbox and maybe just mark them read? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] Lenght of "System Log"
Is the lenght of the "system Log" (/otrs/index.pl?Action=AdminLog) limited? Is there a way of looking at old entries? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] Restoring deleted tickets
I found deleted tickets in a two month old backup. mysql-wise, how can I export the tickets from this backup and import them into the current db? Is there a script for that? E.g. export_ticket_dump ticketnumber and import_ticket_dump? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] DBUpdate-to-3.2 errors during upgrade from 3.1.12 -> 3.2.2
* Michiel Beijen : > the ticket_answered column does exist in OTRS 3.1 databases (otherwise the > ticket API would not work); so if it's not there when you run the DBUpdate > SQL this is probably because this is the second time you ran it? Only ran it once, BTW. I cut&pasted from the screen output. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] DBUpdate-to-3.2 errors during upgrade from 3.1.12 -> 3.2.2
* Michiel Beijen : > > otrs:/opt/otrs# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql -p -f -u root > > otrs > > Enter password: > > ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that > > column/key exists > > > > the ticket_answered column does exist in OTRS 3.1 databases (otherwise the > ticket API would not work); So why would the 3.1 -> 3.2 migration script want to drop that? I mean if it's not there to being with in 3.1, why drop it? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] DBUpdate-to-3.2 errors during upgrade from 3.1.12 -> 3.2.2
otrs:/opt/otrs# bin/otrs.CheckDB.pl Trying to connect to database DSN: DBI:mysql:database=otrs;host=localhost; DatabaseUser: otrs Connected. otrs:/opt/otrs# cat scripts/DBUpdate-to-3.2.mysql.sql | mysql -p -f -u root otrs Enter password: ERROR 1091 (42000) at line 20: Can't DROP 'ticket_answered'; check that column/key exists INFO: Foreign key constraint FK_article_flag_article_id_id does not exist, skipping. INFO: Foreign key constraint FK_article_flag_article_id_id does not exist, skipping. INFO: Foreign key constraint FK_article_flag_create_by_id does not exist, skipping. INFO: Foreign key constraint FK_article_flag_create_by_id does not exist, skipping. ERROR 1091 (42000) at line 37: Can't DROP 'article_flag_create_by'; check that column/key exists ERROR 1091 (42000) at line 41: Can't DROP 'ticket_queue_view'; check that column/key exists Should I worry? So far everything seems to be in perfect working order! Also, the TABLE group_users had two full text indices which I had to remove due to the chamge from myisam -> innodb. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] OTRS and attached images
* Gerald Young : > Or change attachments to display inline within OTRS SysConfig > > Edit Config Settings in Framework -> Core::Web > AttachmentDownloadType Perfect for us. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] OTRS and attached images
Users tend to send us screenshots of the error messages they're seeing. OTRS displays the attachments as links, once an agent clicks on the link, the file is being downloaded. Only then the agent can use a image viewer to look at the file. Is there any way of configuring OTRS in a way that allows displaying the images in a separate tab/browser window? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] Not autoreplying on vacation messages?
* Gerald Young : > Postmaster filter x-otrs-ignore is an option. Ah, totally forgot about this one. Thanks. -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] open ticket forwarding mail
* Francesco Pasqualini : > Hi, > > is there some feature/configutation to open a ticket forwarding an email. > > The use case is: > > We have an email address connected to OTR, helpd...@mycompany.com, but > sometime I receive requests in my own mailbox and I want to forward to > OTRS. > > Is there a way to forward this email to OTRS and automatically open a > ticket for the original sender ? I simply use the "bounce" option in my email program. That way, the headers stay the same and OTRS acts as if the user sent the mail directly to OTRS! -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] Not autoreplying on vacation messages?
We have one queue with an automatic responses configured.
Since we're using the email address of this queue for sending out
reminders ("Your account is about to expire on ..."), we're getting
out-of-office replies back to the queue, which are then automatically
replied to.
So, what I'd like to know is how I can prevent OTRS from replying when
the Subject: contains "Abwesend:" (which is a good indication for an
out of office autoreply in Germany).
--
Ralf Hildebrandt Charite Universitätsmedizin Berlin
ralf.hildebra...@charite.deCampus Benjamin Franklin
http://www.charite.de Hindenburgdamm 30, 12203 Berlin
Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155
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Re: [otrs] Can't send e-mail replies after upgrade to 3.1.2
* David Boyes : > *Something* has clearly changed here. > > Can you confirm that the SMTP server is running and listening on port 25 > and/or 478? 478? That's a non-standard port for anything SMTP related. Check for port 25 (SMTP) or 465 (SSMTP) or 587 (Submission) -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] Can't send e-mail replies after upgrade to 3.1.2
* Gadow, Shawn : > How would an upgrade to otrs affect the SMTP server settings/blocking? > I apologize for my ignorance on the subject it just don't make sense to > me that something that the SMTP which was working prior to upgrade > would be changed post upgrade when it was not touched Well, shit happens. Maybe OTRS now forgets to authenticate or uses a different sender address. Stuff like that. Shouldn't happen, yes, but who knows? What does the MTA log say? -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] big problems
* Andrew Meyer : > Ok, now I’ve managed to get a copy of CentOS 6.2 running. But I’m getting > something similar to my original email. > > [Mon May 07 07:58:45 2012] [error] Can't locate Apache/DBI.pm in @INC (@INC > contains: /usr/local/lib64/perl5 /usr/local/share/perl5 > /usr/lib64/perl5/vendor_perl /usr/share/perl5/vendor_perl /usr/lib64/perl5 > /usr/share/perl5 . /etc/httpd) at /opt/otrs/scripts/apache2-perl-startup.pl > line 51.\nBEGIN failed--compilation aborted at > /opt/otrs/scripts/apache2-perl-startup.pl line 51.\nCompilation failed in > require at (eval 2) line 1.\n Install the RPM which contains Apache/DBI.pm (perl-Apache-DBI) -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebra...@charite.deCampus Benjamin Franklin http://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155 - 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] Customizing "Customer Information"
* Ralf Hildebrandt :
> I want to customize the "Customer Information" table shown in the
> right hand side of the AgentTicketZoom view.
>
> Right now it's retrieving the Customer Info from LDAP; what I want to
> do is add some custom hyperlinks to other systems which would enable
> the Agent to reset passwords etc.
Found it in config.pm :
[ 'VPNLink', 'VPN Info','uid', 1, 0, 'var',
'http://host/?user=$Data{"UserLogin"}', 0 ],
[ 'VPNZugangsdatensenden', 'SendCertAgain','uid', 1, 0,
'var', 'http://host/userinfo/?user=$Data{"UserLogi$
--
Ralf Hildebrandt Charite Universitätsmedizin Berlin
ralf.hildebra...@charite.deCampus Benjamin Franklin
http://www.charite.de Hindenburgdamm 30, 12203 Berlin
Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155
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[otrs] Customizing "Customer Information"
I want to customize the "Customer Information" table shown in the
right hand side of the AgentTicketZoom view.
Right now it's retrieving the Customer Info from LDAP; what I want to
do is add some custom hyperlinks to other systems which would enable
the Agent to reset passwords etc.
AgentTicketZoom.dtl contains:
$Text{"Customer Information"}
# show customer info table
$Data{"CustomerTable"}
So basically I want to amend $Data{"CustomerTable"} somehow. How?
--
Ralf Hildebrandt Charite Universitätsmedizin Berlin
ralf.hildebra...@charite.deCampus Benjamin Franklin
http://www.charite.de Hindenburgdamm 30, 12203 Berlin
Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155
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Re: [otrs] how to search on the mailing list archives ?
* Luca Domenella : > Hi all, > > > > how can i search on the mailing list archive ? I havent found a way Use google: "what you search for" site:lists.otrs.org -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] Show email address AND realname instead of realname only
* Michiel Beijen : > Hi, > > Actually, if you hover over the name, you'll see the address as well. Oh bloody hell, you're right. How embarrasing. > You'd probably be able to solve this by customizing the .dtl file that > generates the HTML for this screen. Maybe I'll try this when I'm really desperate. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] Show email address AND realname instead of realname only
* Jan Behrend : > On 23.11.2011 14:17, Ralf Hildebrandt wrote: > >When looking at a ticket, I'm seeing: > > > > From: Bessert, Jan > >To: VPN-Administrator, Mallach, Michael > >Cc: Lizenzmanagement (lizenzmanagem...@charite.de) > >Attachment: smime.p7s , 5.6 KBytes > > > >Can I make OTRS show me the sender's email address instead of just > >his > >realname? > > Hi Ralf, > > here is a workaround: Hit the reply button and you can check the > email address. I usually use "Plain Format" to see the email address. > P.S.: I am almost certain that this is not what you wanted to hear. > Excuse me ;-) Indeed ;-) -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] gender specific salutation possible?
* Jan Behrend : > Hi Ralf, > > On 22.11.2011 09:05, Ralf Hildebrandt wrote: > >We're using OTRS 3.0.11. We'd like to know if it's possible to make > >the the salutation gender specific: > > I have the same Problem with the chosen language. > Our OTRS talks German to an English speaking customer. > > Salutations are bound to a queue. So if you want > to change the salutation you got to create/use another > queue. A, that sucks :) -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
[otrs] Show email address AND realname instead of realname only
When looking at a ticket, I'm seeing: From: Bessert, Jan To: VPN-Administrator, Mallach, Michael Cc: Lizenzmanagement (lizenzmanagem...@charite.de) Attachment: smime.p7s , 5.6 KBytes Can I make OTRS show me the sender's email address instead of just his realname? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
[otrs] gender specific salutation possible?
We're using OTRS 3.0.11. We'd like to know if it's possible to make
the the salutation gender specific:
Currently we use:
$QData{"Salutation"}
which results in
Sehr geehrte(r) Böcke Thomas,
Our LDAP server does indeed contain gender attributes. Is there a way
of using a proper salutation depending on the gender retrieved from LDAP?
--
Ralf Hildebrandt
Geschäftsbereich IT | Abteilung Netzwerk
Charité - Universitätsmedizin Berlin
Campus Benjamin Franklin
Hindenburgdamm 30 | D-12203 Berlin
Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962
ralf.hildebra...@charite.de | http://www.charite.de
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Re: [otrs] Notification mails sent with incorrect sender address
* Gerald Young : > Sendmail NotificationEnvelopeFrom in Core::Sendmail? Not defined... -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] Notification mails sent with incorrect sender address
* Gerald Young : > Admin, Queue, specific queue, system address... That's set to another address "Will be the sender address of this queue for email answers" which works like a charm. It's the automatic notifications, not the answers that have the wrong address. > > > > We have defined (within Framework -> Core): > > > > NotificationSenderName = OTRS Benachrichtigung > > > > NotificationSenderEmail = otrs@ > > > > > > > > Yet notification mails are sent like this: > > > > > > > > Date: Thu, 3 Nov 2011 10:18:09 +0100 > > > > From: OTRS Benachrichtigung > > > > To: ralf.hildebra...@charite.de > > > > Subject: [GB-IT#20031112] New ticket notification! (Test der > > > > Benachric [...]) > > > > X-Mailer: OTRS Mail Service (3.0.11) > > > > > > > > Is this a known bug? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] Notification mails sent with incorrect sender address
* Gerald Young : > Check your Queue's System Address. Which setting is that? It happens for all queues... > > We have defined (within Framework -> Core): > > NotificationSenderName = OTRS Benachrichtigung > > NotificationSenderEmail = otrs@ > > > > Yet notification mails are sent like this: > > > > Date: Thu, 3 Nov 2011 10:18:09 +0100 > > From: OTRS Benachrichtigung > > To: ralf.hildebra...@charite.de > > Subject: [GB-IT#20031112] New ticket notification! (Test der > > Benachric [...]) > > X-Mailer: OTRS Mail Service (3.0.11) > > > > Is this a known bug? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
[otrs] Notification mails sent with incorrect sender address
We have defined (within Framework -> Core): NotificationSenderName = OTRS Benachrichtigung NotificationSenderEmail = otrs@ Yet notification mails are sent like this: Date: Thu, 3 Nov 2011 10:18:09 +0100 From: OTRS Benachrichtigung To: ralf.hildebra...@charite.de Subject: [GB-IT#20031112] New ticket notification! (Test der Benachric [...]) X-Mailer: OTRS Mail Service (3.0.11) Is this a known bug? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] Ticket print issue
* Sune T. Tougaard : > Hi, > > When i print a ticket to PDF, there's a "printed by..." headline that's > giving me some issues. > It's created as a link in the PDF, and it looks like: > > "printed by Sune T. Tougaard ()[..]" > > The link is a mailto: link, but the address that ends up in the "To:" field > when clicking it, is: > > ")[..]" > > That doesn't look like a valid email to me. I can confirm this. I just tried it in 3.0.11 And by accident I found another bug :) http://bugs.otrs.org/show_bug.cgi?id=7854 -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] mod_security configuration
* Jefferson Davis : > Nothing Really No one has successfully used mod_securty with OTRS? Well, why not look at the logs to see what is blocked and why? (no, Im'm not running mod_security on my OTRS box) -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] PostmasterFilter: Regexp not working
* Ralf Hildebrandt : > * jan.dre...@bertelsmann.de : > > Hello, > > > > > > > > we are using the postmaster filter very excessively (having more than 100). > > Some regexp are really not failure-proof. > > > > > > > > But I thought this one (looking at subject line) is: > > > > ---8< --- > > > > (\D|^)123_Cust(\D|$)|(\D|^)123(\D).*(\D)Cust(\D|$) Damn, didn't see the other | So it's either: (\D|^)123_Cust(\D|$) or (\D|^)123(\D).*(\D)Cust(\D|$) The second part of the regexp should match! # echo "Subject: 123: GPW Cust Lieferung /UPS hat Pal. gezogen **CUT OFF RELEVANT**" | pcregrep "(\D|^)123(\D).*(\D)Cust(\D|$)" Subject: 123: GPW Cust Lieferung /UPS hat Pal. gezogen **CUT OFF RELEVANT** yup, it's matching! -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] PostmasterFilter: Regexp not working
* jan.dre...@bertelsmann.de : > Hello, > > > > we are using the postmaster filter very excessively (having more than 100). > Some regexp are really not failure-proof. > > > > But I thought this one (looking at subject line) is: > > ---8< --- > > (\D|^)123_Cust(\D|$)|(\D|^)123(\D).*(\D)Cust(\D|$) > > ---8< --- > > > > Why does this not match on > > ---8< --- > > Subject: 123: GPW Cust Lieferung /UPS hat Pal. gezogen **CUT OFF RELEVANT** 123_Cust is not in the Subject line... -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] OTRS3, "show my queues" as a button
* Michiel Beijen : > Hi Ralf, > > You can find Frontend::ToolBarModule###1-Ticket::AgentTicketQueue, as > well as a few other 'quick shortcuts', under Admin > SysConfig > > Ticket -> Frontend::Agent::ToolBarModule. Yeah, that's it. 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
[otrs] OTRS3, "show my queues" as a button
3.0.6 used to have an icon right above "DASHBOAD" and "TICKETS" which was euqivalent to Tickets/Queue View. With the upgrade to 3.0.7 it's suddenly gone. I cannot find the config change I had to perform in order to get this icon. The icon looked like a stack of paper. How do I get it back? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] OTRS system mail messed up
* Muhammad El-Sergani : > Thanks Ralf, > > Apologies, I solved the issue by simply resetting the clock on the server. :) NTP is a cool thing to use -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] OTRS system mail messed up
* Muhammad El-Sergani : > Hello all, > > I believe there's a time issue with our OTRS installation, as the time is > ahead of the server's time by 1 hour. > I have the server set @ GMT, and the customer is @ GMT+2... and the email is > sent @ GMT+1... How is the email sent? (SMTP? Sendmail call?) Which MTA are you using? What do the Received: Headers look like? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] OTRS vulnerable to slow mail relay
* Porier, Jeremy : > We did try switching to the "Sendmail" option under > Core::Sendmail::SendmailModule, but it didn't seem to make a difference > (still saw long page delays). Do you mean we should set it to use the > SMTP option under Core::Sendmail::SendmailModule and send via tcp/ip > rather than directly to the sendmail binary? That should make no difference, in both cases your local sendmail takes over and is not affected by the slow relayserver. Your slowness must have other reasons! -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] OTRS vulnerable to slow mail relay
* Porier, Jeremy : > Does anyone have suggestions for ways I can make OTRS less susceptible > to a slow smtp server? We are forced to relay through a single > outbound host (which I have configured in sendmail) that sometimes gets > a bit overwhelmed (it's also the main spam filter for a large number of > mailboxes). Yesterday it was causing page submissions to take two > minutes or more as it processed all of the mail notifications. It made > for some frustrated customers and agents. > > I'm hoping there is a way to have sendmail instantly queue the > messages, which would allow the web pages to continue on quickly, but I > have zero experience with sendmail so it may just be a naive hope. Configure OTRS to use your local sendmail or postfix installation (127.0.0.1) sendmail or postfix can then queue all mail and use the aforementioned "single outbound host" -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] Best flavor of Linux for OTRS
* ravi shanker : > I'm planning to install OTRS on linux,pls suggest linux flavor which is > robust and easy to maintain. we have requirement for supporting 200 > agents for OTRS. Personal preference, really. We're using Ubuntu with MySQL, but I installed OTRS from the original tar.gz -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] OTRS on linux vs windows
* Nathan Campbell : > I've run OTRS 2.x and now 3.x on Windows 2003 as well as 2008 for a > couple of years with relatively few problems, certainly nothing like > what Jan experienced. Our biggest problem has been growth of the > database in MSSQL 2005. I also had some problems with the size of the database, but fortunately OTRS now allows me to put attachments into the filesystem, thus keeping the DB small and tidy -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] OTRS on linux vs windows
* Robert Poreba : > I'm wondering if you know any pros and cons of running OTRS on Linux vs > running it on Windows? I was wondering about this as well. In this (or was it the german OTRS list? I forgot!) I'm getting the impression that quite a few people are actually using OTRS on Windows. Some seem to use IIS, some are using Apache. With varying success. Given that OTRS (unlike some other trouble ticket systems like the one we're using) is *TRULY* a browser-agnostic solutions, I fail to see why anybody would use a Windows Server unless one has to. You can use it from a windows system with IE, Firefox, Chrome, just pick a damn browser :) OK, one might have profound experience with Windows Server systems, but profound knowledge of running these mixtures of open source and closed source software? Ususally I'd go the path of least resistance and go for the homogenous system! Stuff like (mod_)perl + Apache have been tested and USED in production for ages (on Unix and Linux), while I have the feeling that the userbase of "mix-n-match" setups like IIS and (whatever-name)Perl or Apache on Windows + (whatever-name)Perl is smaller -- and thus the resulting systems are somewhat less well tested. Maybe the OTRS makers can shed some light on this by e.g. statistics from their bugtracker? (although this sampling would only represent people having PROBLEMS, not people NOT having problems with their setup). > Apart from obvious differences that come from OS, are there any benefits for > the application whan it's run on Linux (eg. is it more stable, better tested > etc)? Personally, I'm running 3.0.5 (and 2.4.x prior to this) on Ubuntu and it has been rock solid. No reboots, no hangs, no performance issues; it just worked. I'm not using an OTRS package, I installed from source. Upgrades (of both OTRS and the OS) just worked. OK, I've been doing stuff like this for 16 years now, but you wouldn't let just anybody setup your ticket system, would you? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] Postmaster error
* Marco Vannini : > Really strange... apache restarted, cleandup cache, emptyed > postmaster_filter but still getting error ... More filters in other places maybe? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] Postmaster error
* Marco Vannini : > Thank you very much for the fast answer, I supposed it was a similar problem > and I found some '*' previuosly configured and now removed, but it seems > that I'm still not able to run having still the same error. Do you think > that I have to reboot (caching or similar problem) ? Try restarting apache -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] Postmaster error
* Gerald Young : > your filter is trying to match "/*" which it's not liking. No, m/ is added by OTRS ( m/pattern/g ) His pattern is "*" which results in m/*/g which is invalid. > On Fri, Jan 21, 2011 at 8:15 AM, Marco Vannini wrote: > > > Hi all, > > > > I don't know what could have been happened but I'm experiencing a > > > > Quantifier follows nothing in regex; marked by <-- HERE in m/* <-- HERE > > Delivery Status Notification*/ at > > /home/otrs//Kernel/System/PostMaster/Filter/Match.pm -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] Postmaster error
* Marco Vannini : > Hi all, > > I don't know what could have been happened but I'm experiencing a > > > Quantifier follows nothing in regex; marked by <-- HERE in m/* <-- > HERE Delivery Status Notification*/ at > /home/otrs//Kernel/System/PostMaster/Filter/Match.pm You have a wrong regexp. You're using "*" instead of e.g. ".*" -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] 3.0.4 -- corruption of attachments?
* Marc Strapetz : > >> When forwarding an email with with one ZIP attachment (16307 bytes, > >> exported from Thunderbird), OTRS creates an email with two attachments > >> of the same name, (9997 bytes and 4443 bytes). Is this a known problem? > > > > Do you have logs for that? > > What kind of logs do you refer to? In the system log, there is only one > line regarding the forwarded email: " Mail logs! > The ZIP file seems to be split. Can the contents still be unpacked? Or is the ZIP file broken? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] 3.0.4 -- corruption of attachments?
* Ralf Hildebrandt : > * Marc Strapetz : > > When forwarding an email with with one ZIP attachment (16307 bytes, > > exported from Thunderbird), OTRS creates an email with two attachments > > of the same name, (9997 bytes and 4443 bytes). Is this a known problem? > > Do you have logs for that? > Where does the "split" occur? I just tried forwarding a large attachment from OTRS and the attachment (3.5MB ZIP) is left intact. OTRS-3.0.4 on Apache/Mysql -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] 3.0.4 -- corruption of attachments?
* Marc Strapetz : > When forwarding an email with with one ZIP attachment (16307 bytes, > exported from Thunderbird), OTRS creates an email with two attachments > of the same name, (9997 bytes and 4443 bytes). Is this a known problem? Do you have logs for that? Where does the "split" occur? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] OTRS slow windows server 2003.
* Panzarella, David : > [Thu Jan 06 15:14:29 2011] [notice] Parent: Created child process 6676 > Scalars leaked: 1 > Scalars leaked: 1 > Scalars leaked: 1 > [Thu Jan 06 15:14:35 2011] [notice] Child 6676: Child process is running > [Thu Jan 06 15:14:35 2011] [notice] Child 6676: Acquired the start mutex. > [Thu Jan 06 15:14:35 2011] [notice] Child 6676: Starting 64 worker threads. > [Thu Jan 06 15:14:35 2011] [notice] Child 6676: Starting thread to listen on > port 80. > Scalars leaked: 1 > Scalars leaked: 1 > Scalars leaked: 1 > Scalars leaked: 1 If I google for the "Scalars leaked" message, it indicates not much of a problem. > I restarted Apache but it's still consuming huge amounts of memory Damn. Maybe it's loading a lot of (unneeded) module (maybe PHP and such) -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] OTRS slow windows server 2003.
* Panzarella, David : > The CPU load will spike high occasionally, same with the output. There > is about 1.4 GB of RAM constantly occupied. The largest process is a > Java archiver which I don't believe is related to OTRS. Indeed it is not :) > The next are two Apache processes totaling about 220,000K. I wonder if > this is due to mod_perl. on linux, my apaches are at about 69,000k (virtual size), also using mod_perl. Maybe they're leaking memory? Try restarting apache. But since you want to change the number of worker threads, read on. > I understand that mod_perl uses a lot of memory. I did get one DNS > timeout when running nslookup. That's bad. The first DNS server should answer quickly, otherwise some requests might take a lot of time because of the DNS queries timing out. > It looks like the server has two IP addresses, so I'm waiting to hear > back from its admin about that. I also want to lower the number of > worker threads. How do I go about this? And, what is a feasible number? > I am new to OTRS. That's more of an apache2 question. Look in it's config. Why are you running unix style services on Windows BTW? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] OTRS slow windows server 2003.
* Panzarella, David : > Sorry that should be the last version of OTRS 2. I'm doing some > research on behalf of someone else, and it looks like they had copied > an older readme. Also I see a lot of errors in the Apache error log > saying: > > [Thu Nov 18 15:54:44 2010] [notice] Child 8956: Child process is running > [Thu Nov 18 15:54:44 2010] [notice] Child 8956: Acquired the start mutex. > [Thu Nov 18 15:54:44 2010] [notice] Child 8956: Starting 250 worker threads. > [Thu Nov 18 15:54:44 2010] [notice] Child 8956: Starting thread to listen on > port 80. > [Thu Nov 18 17:57:49 2010] [error] [client 172.16.148.40] File does not > exist: C:/OTRS/Apache2/htdocs/favicon.ico > [Fri Nov 19 06:41:52 2010] [error] [client 172.18.196.21] File does not > exist: C:/OTRS/Apache2/htdocs/robots.txt > [Fri Nov 19 08:24:17 2010] [error] [client 172.18.237.213] Attempt to serve > directory: C:/OTRS/otrs/bin/cgi-bin/ > [Fri Nov 19 08:57:15 2010] [error] [client 10.152.92.167] File does not > exist: C:/OTRS/Apache2/htdocs/favicon.ico > [Fri Nov 19 09:10:01 2010] [error] [client 10.152.92.14] File does not exist: > C:/OTRS/Apache2/htdocs/favicon.ico > [Fri Nov 19 09:10:01 2010] [error] [client 10.152.92.14] File does not exist: > C:/OTRS/Apache2/htdocs/favicon.ico > [Fri Nov 19 09:10:04 2010] [error] [client 10.152.92.14] File does not exist: > C:/OTRS/Apache2/htdocs/favicon.ico > [Fri Nov 19 09:23:21 2010] [notice] Parent: child process exited with status > 0 -- Restarting. > [Fri Nov 19 09:23:31 2010] [notice] Apache/2.2.4 (Win32) mod_perl/2.0.3-dev > Perl/v5.8.8 configured -- resuming normal operations This looks like Apache with mod_perl... For a proper analysis one would have to check WHAT exactly is going on. Is CPU load high? Is IO high? Is network latency high? Are DNS queries timing out? Is the SQL Database doing well? Find out what's going on! Look at recent logs. Look at the task manager. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] OTRS slow windows server 2003.
* Panzarella, David : > Hi, > > Our Windows machine running server 2003 with OTRS webserver v 1.19.2.1 > and Apache 2.2 What is "OTRS webserver v 1.19.2.1" ? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] OTRS 3.0.4 defaults for next ticket state when "reply" and "reply all"
* Michiel Beijen : > Hi Ralf, > > Thanks for noticing this and filing a bug report. > > It's fixed now: see http://bugs.otrs.org/show_bug.cgi?id=6596 for > instructions on how to patch your current system. Thanks. It's a one line fix :) SelectedValue instead of Selected -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] OTRS 3.0.4 defaults for next ticket state when "reply" and "reply all"
* Lars Jørgensen : > Hi Ralf, > > Sounds very odd. My first guess is the the Kernel/Config/Files/ZZZAuto.pm did > not upgrade correctly from 2.4 to 3.0. You could try and rename the file to > something else, that will make OTRS use out-of-the-box default. Then try and > see if OTRS behaves as intended. I can check that > Another option is that somebody tampered with the possible ticket states > (Admin -> State), thus confusing OTRS. No, that would be me and I didn't do a thang :) -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] OTRS 3.0.4 defaults for next ticket state when "reply" and "reply all"
* Ralf Hildebrandt : > My users have been reporting problems with 3.0.4 and the "next ticket > state" - with 2.4.9 we used to have a default of "closed > successfully", but now we're getting different defaults, sometimes the > default is "open" (WTF?) and in some cases it's "closed > unsuccessfully" -- which is no real option here. > > Where can I set a global default? Or does the behaviour depend on the > queue? The agent? This is very odd! Ticket::Frontend::AgentTicketBounce###StateDefault is set to the default: "closed successful" Yet, bouncing a ticket results in: "erfolglos geschlossen" (closed unsuccessfully) Why is that? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
[otrs] OTRS 3.0.4 defaults for next ticket state when "reply" and "reply all"
My users have been reporting problems with 3.0.4 and the "next ticket state" - with 2.4.9 we used to have a default of "closed successfully", but now we're getting different defaults, sometimes the default is "open" (WTF?) and in some cases it's "closed unsuccessfully" -- which is no real option here. Where can I set a global default? Or does the behaviour depend on the queue? The agent? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] Successful Upgrade to 3.0.x, observations
* Lars Jørgensen : > Hi Ralf, > > 1) There's an "ivory" skin in the user preferences. It changes the colour to > blue. Just very slightly. There's still a lot of dark grey and black :) > 2) Look in Admin -> SysConfig -> Group Ticket -> > Frontend::Agent::ToolBarModule. You can enable a lot of short cut icons > there, as well as fulltext search and stored search profiles on the > tool bar. Very useful. OK. Just what I want!!! > 3) No. I came to like it now, after 31 Tickets > 4) Don't know, maybe somebody else can help. Thanks anyway! Every little bit helps! > 4) If I used the Ticket View "L" (Large?), I have the opportunity to write a > reply. > >Is there a way of adding "forward" and "bounce" to the options >somehow? Quite often one would like to redirect a misdirected >ticket someplace else without having to read it all. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
[otrs] Successful Upgrade to 3.0.x, observations
I successfully upgraded (using the tar.gz) from 2.4.x to 3.0.x on Ubuntu. Everything worked as documented. Nevertheless, the are some observations I made, resulting in a few questions: 1) The colour scheme is totally different. Is there an alternative theme which restores the colors the users are used to? A "classic" theme could considerably improve the users experience by giving him at least a bit of the old cozy feeling of 2.4.x! 2) The top row of buttons has "dashboard, tickets, statistics, customers, search" How can I add my own button there (I'd like to be able to access "tickets/queue view" directly) 3) Answers are generated in a seperate window Can this be turned off (maybe on a per user basis)? 4) If I used the Ticket View "L" (Large?), I have the opportunity to write a reply. Is there a way of adding "forward" and "bounce" to the options somehow? Quite often one would like to redirect a misdirected ticket someplace else without having to read it all. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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
Re: [otrs] Problem configuring cron
* Trasschaert Karl : > > Hi, > Sorry, i'm certainly doing sothing wrong, but i just put the line or foo in > *.dist; do cp $foo basename $foo .dist; done in a file, i've done the chmod > 755 and run the file, here is the result. :s > > > > administra...@ubuntu10:/opt/otrs/var/cron$ sudo ./test1cp: target `.dist' is > not a directorycp: target `.dist' is not a directorycp: target `.dist' is not > a directorycp: target `.dist' is not a directorycp: target `.dist' is not a > directorycp: target `.dist' is not a directorycp: target `.dist' is not a > directorycp: target `.dist' is not a directorycp: target `.dist' is not a > directorycp: target `.dist' is not a directory You didn't define $foo. But at least it's working now :) -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.de - OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Problem configuring cron
* Trasschaert Karl : > > Hi, > I've the same problem: > administra...@ubuntu10:/opt/otrs/var/cron$ sudo for foo in *.dist; do cp $foo > `basename $foo .dist`; done-bash: syntax error near unexpected token `do' The ; ends the sudo command. Apply quotes or put for foo in *.dist; do cp $foo basename $foo .dist; done into a file and use: chmod 755 file sudo ./file -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] R: Re: No Bcc in PostMaster Filter
* Marco Vannini : > Blind carbon copy See, that's the solution. It's not visible, thus one cannot filter for it. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] No Bcc in PostMaster Filter
* Martignier, Philippe : > PS : is there a place I can just add "bcc" so that it appears in the list and > will that do the trick? What does Bcc: stand for? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Customers cannot view their tickets
* JEWETT Boyd : > More information about this error may be available in the server error log. And what's in the server log? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Can OTRS use a proxy for the dashboard data?
* Martin Edenhofer : > Hi Ralf, > > yes you can! :) > > Admin Interface -> SysConfig -> Framework -> Core::WebUserAgent -> > WebUserAgent::Proxy :) > > PS: After you changed SysConfig, use bin/otrs.CacheDelete.pl (because > dashboard widgets are cached). Thanks, it's working! -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Can OTRS use a proxy for the dashboard data?
The dashboard contains: Can't connect to: http://otrs.org/product.xml (500 Can't connect to otrs.org:80 (connect: timeout)) So, can OTRS use a proxy? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Performance Tuning
* Raphael Thoma : > as storage. We'd like to tune the performance with measures mentioned > in the docs. A few questions came up on those steps: > > TicketStorageModule: in use: ArticleStorageDB / want to use: > ArticleStorageFS > - Are all attachements stored in one directory? Or are the divided > into several subdirectories? otrs:/opt/otrs/var/article# ll total 16 drwxrwsr-x 9 otrs www-data 4096 2009-07-30 22:16 2006 drwxrwsr-x 12 otrs www-data 4096 2009-07-30 22:16 2007 drwxrwsr-x 9 otrs www-data 4096 2009-12-01 00:00 2009 drwxrwsr-x 4 otrs www-data 4096 2010-02-01 00:00 2010 below that: # ll 2010 total 8 drwxrwsr-x 33 otrs www-data 4096 2010-01-31 00:00 01 drwxrwsr-x 27 otrs www-data 4096 2010-02-25 00:00 02 below that: # ll 2010/01 total 124 drwxrwsr-x 11 otrs www-data 4096 2010-01-02 19:10 01 drwxrwsr-x 10 otrs www-data 4096 2010-01-04 12:10 02 ... > - Can OTRS us ArticleStorageDB and FS at the same time? New > tickets-attachements on FS, old in the DB? Yes. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Which OTRS download?!
* Mark Novak : > Ralf, thanks for pointing that out! > > I am running Koala on normal production servers but am using Lucid for > OTRS. The only issue I had with my OTRS installation on Lucid was the > change I needed to make in the apache config file for OTRS so that the OTRS > package loader would work. > > Just for additional info, I am running this on the Amazon cloud as well. It > is working fine for me but I don't have many users (users < 250) so don't > know how well it would work with many more users. I'm running on karmic and I have even fewer users :( > By the way, nice to see you over here. Our paths have crossed before over > in the Nagios list... ;-) -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Which OTRS download?!
* Mark Novak : > Gentlemen, > > For Ubuntu - if you install the latest "unstable" version (Karmic) then with > apt-get install otrs2 you get the latest version of OTRS. Nope. In karmic you're getting 2.3.4-1 The latest version is 2.4.7 > Obviously running Karmic in Production is a risk as it is "bleeding > edge", but it is working fine for me so far... karmic is not bleeding edge. It's the currect stable release. lucid is "bleeding edge". lucid does indeed contain 2.4.7-1. Nice! -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Which OTRS download?!
* Michiel Beijen : > I can see that for instance, if you've created a theme, you might be > interested in any changes we made to .dtl files; That's exactly why. I made a patch for my own changes to AgentTicketOverviewPreview.dtl, though. Another issue: In order to use Apache::DBI I have to change /opt/otrs/scripts/apache2-perl-startup.pl -- which gets overwritten by the new version :( > so if you have modified this specific .dtl file you can merge your > changes with that. I'll discuss to see if we can automatically generate > and publish the patches between the different version, I guess that > it's possible. If you use some sort of revision control system (which you do): yes. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Which OTRS download?!
* Michiel Beijen : > Ralf, Neil, > > Actually, I would not recommend the current otrs2 package from the > Debian or Ubuntu repositories. It is lagging behind (2.2.x for Debian, > 2.3.x for Ubuntu) and broken in many ways. Yes, but at least it installs the dependencies (which can be quite a hassle if you don't know what you're doing) I'm also installing from source on my Ubuntu box. A point of criticism: * You should really publish patches from one minro version to the next It's easier to install a patch over an existing installation... > For Debian and Ubuntu support; we currently have pretty much users > running Ubuntu as this distribution has become extremely popular in > recent years. We're now working with the new Debian package maintainer > to get a better OTRS experience for the Debian package, which will > eventually also improve the Ubuntu package. As soon as we have more > news on that, I'll post here and on the OTRS.org website. Wonderful. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Which OTRS download?!
* Neil Grantham : > If I install Ubuntu Linux, which OTRS download do I need to get?! Easy solution: Install the otrs packages. apt-get install otrs2 That also installs the dependencies. If that version is not recent enough, deinstall and install the tarball http://ftp.otrs.org/pub/otrs/otrs-2.4.7.tar.bz2 -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Attachments encoding changing
* Barry McCall : > A user attached an htm document to a ticket. When opening the attachment > within the ticket system it is fine and legible. When otrs disseminated > the email with the attachment it changed a large quantity of the > document to ascii and garble. > I was wondering if anyone else encountered this issue. Which version of OTRS are you using? -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Blocking tickets
* Michiel Beijen : > Do you by any chance mean that the ticket is 'Locked'? If a ticket is > locked it does not show up in the Queue View, but you'd find an icon > for "Locked Tickets" in the upper right hand corner of the interface. > It should be right there. Yes, but just creating it shouldn't necessarily mean that it should be locked by him. I often generate tickets just to assign them to somebody else. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] [OTRS] Junk Mail
* Anil Jethiji : > Is there any way in which I can use the 'Outlook style' of filtering > Junk Emails? > > So, I want to remove/move to a junk queue, any mail that has a certain > word in the subject or body? Use a generic agent -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] upgrade 2.2.5 to current
* Skirmantas Juraška : > Hello, > > > > I have a question about how to corectly upgrade MySQL database shema from > 2.2.5 version to current. Upgrade from 2.2.x -> 2.3.x Upgrade from 2.3.x -> 2.4.x two steps. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Answer top response
* Guillaume Rehm : > Hi list, > > Is it possible (on OTRS 2.4.6) to post auto-response on top of mail ? Top posting is frowned upon. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Cron jobs : what to change to make the refresh quickier?
* Ralf Hildebrandt : > * Florian Houel : > > Hi, > > I’m new on the list, we’re working on using OTRS to manage our customer’s > > questions and requests. > > I understand that Philippe doesn't use fetchmail as these lines are > > commented out. > > > > According to your crontab, OTRS mails are coming from these lines : > > # fetch emails every 10 minutes > > */10 * * * *$HOME/bin/PostMasterMailbox.pl >> /dev/null > > > > So, mails are received every 10 minutes. You can change that to something > > like 5 or 3 minutes. > > You told about more than 15 minutes delay, part of the delay may come from > > the Exchange/Outlook side. > > But that's basically fetchmail! If he wants instant delivery, make the addresses handled by OTRS deliver to OTRS directly. We're using: ab...@... o...@otrs.charite.de postmas...@... o...@otrs.charite.de on our mailserver and on otrs.charite.de we use: |/opt/otrs/bin/PostMaster.pl for the "otrs" user. This guarantees instant delivery. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Cron jobs : what to change to make the refresh quickier?
* Florian Houel : > Hi, > I’m new on the list, we’re working on using OTRS to manage our customer’s > questions and requests. > I understand that Philippe doesn't use fetchmail as these lines are commented > out. > > According to your crontab, OTRS mails are coming from these lines : > # fetch emails every 10 minutes > */10 * * * *$HOME/bin/PostMasterMailbox.pl >> /dev/null > > So, mails are received every 10 minutes. You can change that to something > like 5 or 3 minutes. > You told about more than 15 minutes delay, part of the delay may come from > the Exchange/Outlook side. But that's basically fetchmail! -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Cron jobs : what to change to make the refresh quickier?
* Martignier, Philippe : > Hi there, > > I want to speed up the frequence of refresh (= an email arrives in > Outlook and then OTRS looks in the mail box if there is a mail it > deletes that email and create a ticket inside OTRS) Well, don't use fetchmail, but feed OTRS directly via SMTP. -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] what does mean SAL in french ?
* Marco Vannini : > *http://fr.wikipedia.org/wiki/Service_level_agreement* Wikipédia ne possède pas d'article avec ce nom. :) Which doesn't suprise me, given the state of french IT I had the extreme displeasure to get into contact with :( -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Ubuntu OTRS version
* TISSOT, Thierry : > Hello, > >I'm currently running Ubuntu Server 9.10 >and have only 2.3.4 version of OTRS on >it. Is there a tuto to install the last >release of OTRS on Ubuntu 9.10 ? The INSTALL file applies. That's how I did it here -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] Frontend::Output::FilterText###AAAURL?
* Ralf Hildebrandt : > What is the deeper meaning of Frontend::Output::FilterText###AAAURL ? > I had to disable it since it made URLs in emails unreadable (see > http://bugs.otrs.org/show_bug.cgi?id=4543 ) No comment? I mean, I's been two months and I even provided a test-case... -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] filtering spam
* Mercator GmbH : > > How much do you like Regex? > > > > Nobody wants to give you the direct answer because it's a fair bit of work > > that can pose a risk to your legitimate email, and it's a sign of a wider > > problem that probably wants fixing first. > > > > Fix the root cause rather than bandaging it up. > > > I thought it's just a small job to create a filter that filters out > messages with a question mark. I wonder that this is SUCH a big > task... Use a generic agent for that. But be aware that users might ask questions containing a question mark :) -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
[otrs] Frontend::Output::FilterText###AAAURL?
What is the deeper meaning of Frontend::Output::FilterText###AAAURL ? I had to disable it since it made URLs in emails unreadable (see http://bugs.otrs.org/show_bug.cgi?id=4543 ) -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
Re: [otrs] [OTRS] 2.4.4 to 2.4.5 shortest upgrade path..
> 1. upload the new tarball to /root I have a better method: * cd /opt * download the new otrs-2.4.5.tar.bz2 * ln -s otrs otrs-2.4.5 * stop apache, postfix * tar xfj otrs-2.4.5.tar.bz2 * cd otrs * bin/SetPermissions.pl --otrs-user=otrs --web-user=www-data --otrs-group=www-data --web-group=www-data /opt/otrs * start apache, postfix -- Ralf Hildebrandt Geschäftsbereich IT | Abteilung Netzwerk Charité - Universitätsmedizin Berlin Campus Benjamin Franklin Hindenburgdamm 30 | D-12203 Berlin Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962 ralf.hildebra...@charite.de | http://www.charite.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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
