Re: [otrs] Keep html tags forward ticket

[Ugo Bellavance]

On Tuesday, May 17, 2016 at 12:29:19 PM UTC-4, Marco Ferreira wrote:
> Hello All,
>  
> It’s possible to keep html original format when I forward a ticket ?
>  
> Thanks in advance. 

What version? On my 3.3 install it's ok.
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Re: [otrs] Second Customer Web Interface

[Ugo Bellavance]

On Tuesday, May 3, 2016 at 8:42:58 AM UTC-4, Willian Silva wrote:
> Hi Guys.
> 
> 
> Is there a way to create a second customer web interface in otrs 5 ?

What would be the goal? What are you trying to achieve?-
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Re: [otrs] OTRS 5 - Escalation notifications not sending

[Ugo Bellavance]

On Tuesday, May 3, 2016 at 9:32:34 PM UTC-4, Smulsky, David wrote:
> Trying to do basic Queue based First Response and Update Escalations..
> 
> 
>  
> 
> We can see the countdown occur, but it just goes negative, and no 
> notifications are sent to agents subscribed to that queue.. Where should we 
> start to look?

You should start by describing your environment (OS, OTRS version), email 
config...)-
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[otrs] Firefox 46 with OTRS 3.3.6 problems

[Ugo Bellavance]

Hi,

It looks like we've started getting 500 http errors when trying to 
access OTRS 3.3.6 using Firefox 46.  Here are the relevant logs


[Wed May 04 08:17:14 2016] [error] Apache2::RequestIO::read: (70007) The 
timeout specified has expired at (eval 171) line 5
[Wed May 04 08:56:10 2016] [error] Apache2::RequestIO::read: (70008) 
Partial results are valid but processing is incomplete at (eval 271) line 5
[Wed May 04 09:21:19 2016] [error] Apache2::RequestIO::read: (70007) The 
timeout specified has expired at (eval 303) line 5


Rolled back to Firefox 45, all is good.

Anyone seen this as well?  I know 3.3.6 is a bit old but I don't really 
have time to upgrade to 4 or 5 right now. I could probably plan an 
upgrade to the latest 3.3 if someone is sure that it would solve this 
problem.


Thanks,

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Re: [otrs] OTRS Can't connect to imap.gmail.com

[Ugo Bellavance]

On 15-11-30 12:28 PM, Gökhan Öner wrote:

Hi Diego,

We have already installed the module.

Mail::IMAPClient.ok (v3.23)


Did you try a packet capture to see if it is a timeout or something else?


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Re: [otrs] question

[Ugo Bellavance]

On 15-05-21 11:26 AM, Ritchie, Dennis wrote:

They were the stats from the OTRS Server not the SQL server.


If you'd like some help, you should provide the information about the 
MySQL server...



However, I think that I may have found my issue.
I am using a POP3 Account to take in email and the default for Re-authorizing 
to the server was 20 emails.
Ticket -> Core::PostMaster::PostMasterReconnectMessage

It seems that my POP3 provider is not particularly responsive and the repeated 
re-authorization requests was causing the system slowdown (I'm still testing to 
be sure).
I increased the value from 20 to 999 (Max) and OTRS has been much more stable.
I have only had to restart it 1 time since the change and that was almost 1 
full month later.


I never have to restart anything with OTRS.



I have to wonder why this would keep the system from responding.
Shouldn't the postmaster script be separate from the rest of the system and 
running on it's own thread(s)?
Apache as I mentioned was running and accessible the entire time.


The postmaster script should not cause any issues, unless it is locking 
a database table.





So thank you to all who have tried to help me with this issue.



Thank You

Dennis

-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Ugo 
Bellavance
Sent: Wednesday, May 20, 2015 7:13 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] question

On 15-04-20 03:15 PM, Ritchie, Dennis wrote:

 That sounds more like a resource constraint problem on the
server 

I agree but see below (I've munged some of the information):



Are these top stats from the OTRS server or the MySQL server? I think it would help 
if you could share some stats on the MySQL server.  I typically set the sysstat 
cronjob to 1 minutes and use kSar to graph the results.  But top output may be ok.  
Well top with the output of "vmstat
1 15".

Thanks,

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Re: [otrs] question

[Ugo Bellavance]

On 15-04-20 03:15 PM, Ritchie, Dennis wrote:

 That sounds more like a resource constraint problem on the
server 

I agree but see below (I’ve munged some of the information):



Are these top stats from the OTRS server or the MySQL server? I think it 
would help if you could share some stats on the MySQL server.  I 
typically set the sysstat cronjob to 1 minutes and use kSar to graph the 
results.  But top output may be ok.  Well top with the output of "vmstat 
1 15".


Thanks,

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[otrs] See tickets for one queue when there is no unlocked ticket

[Ugo Bellavance]

Hi,

In queue view, we only see queues with unlocked tickets.  All other 
queues are locked.  We often want to see all tickets in a queue, but we 
need to have a shortcut to do so and it is a pain.  Is there another 
way? Is there a way to show queues with 0 unlocked tickets?


Thanks,

Ugo

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[otrs] Reminder just after follow-up

[Ugo Bellavance]

Hi,

Most of the time, when we get a follow-up on a ticket, we get a reminder 
a few seconds later.  Anyone has seen this?  Also, how do we configure 
the default reminder delay (looks like 5 day)? The documentation on 
reminder is a bit light to me.


Thanks,

Ugo

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[otrs] Looking for a way to allow managers to see their employee's tickets

[Ugo Bellavance]

Hi,

I'm currently using OTRS 3.0 (but willing to upgrade if needed).  I've 
been asked by my boss to try to find a way to allow managers to see 
their employee's tickets.  We use LDAP (AD) for customer backend.  Is 
there a way to achieve this in OTRS.


Actually, it would be great if we could do that for all managers, but it 
is mostly for one manager.  If I could tell OTRS to allow this person to 
see the tickets opened by her employees it may be sufficient.


Thanks,

Ugo

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Re: [otrs] Enable CC ?

[Ugo Bellavance]

On 2012-06-18 13:24, Hussein E. Hijazi wrote:

Yes in the customer interface.
We asked OTRS because we couldn't find how to do it.  They told us it 
needed custom development and it was out of our budget.


Maybe it is now included in a recent release?


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[otrs] Merge problem

[Ugo Bellavance]

Hi,

I have a problem with merged tickets 
(http://thread.gmane.org/gmane.comp.otrs.user/35440/).


I didn't have much time to investigate the issue until today and I fount 
interesting log entries.


I found out that it had to do with the fact that I renamed the default 
"Merged" state.  When I rename it back to "Merged", I don't get any 
errors, but when I use another name for it (Fusionné, french 
translation), I get the errors below.  Also, when renamed, the status of 
the child object remains "Waiting for agent", while when not renamed, 
the status of the child object is "Merged".


I think that I may have the same problem with the "pending auto close" 
status.  I don't have time to test right now and it is not something 
that we use a lot, but the last time I tested I think it happen 
something similar (ticket not close, error in the logs).


For now I'll just change back the name of my merged status, but I'd be 
glad if the problem could be fixed. I'm running 3.0.13.


Here is the error when we close the parent of a merged ticket when the 
merge status is not "Merged"


ERROR: OTRS-CGI-36 Perl: 5.8.8 OS: linux Time: Tue Mar  5 11:03:44 2013

 Message: State 'merged' not found!

 Traceback (27197):
   Module: Kernel::System::State::StateGet (v1.48.2.1) Line: 246
   Module: Kernel::System::Ticket::TicketStateSet (v1.488.2.21) Line: 5564
   Module: Kernel::System::Ticket::StateSet (v1.488.2.21) Line: 8489
   Module: Kernel::System::Ticket::TicketMerge (v1.488.2.21) Line: 7179
   Module: Kernel::Modules::AgentTicketMerge::Run (v1.53) Line: 219
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.3) Line: 862
   Module: 
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler 
(unknown version) Line: 46

   Module: (eval) (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

[Tue Mar  5 11:03:44 2013] -e: Use of uninitialized value in 
concatenation (.) or string at /opt/otrs//Kernel/System/Log.pm line 161.

ERROR: OTRS-CGI-36 Perl: 5.8.8 OS: linux Time: Tue Mar  5 11:03:44 2013

 Message: Need StateID or State!

 Traceback (27197):
   Module: Kernel::System::Ticket::TicketStateSet (v1.488.2.21) Line: 5573
   Module: Kernel::System::Ticket::StateSet (v1.488.2.21) Line: 8489
   Module: Kernel::System::Ticket::TicketMerge (v1.488.2.21) Line: 7179
   Module: Kernel::Modules::AgentTicketMerge::Run (v1.53) Line: 219
   Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.3) Line: 862
   Module: 
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler 
(unknown version) Line: 46

   Module: (eval) (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204
   Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170
   Module: ModPerl::Registry::handler (v1.99) Line: 31

Thanks

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[otrs] Weird escalation notification behavior

[Ugo Bellavance]

Hi,

My setup is OTRS 3.0.13.  I have configured the calendar for business 
hours: 7-17, Monday to Friday.  Our standard SLA is 2 business days for 
first response (1200 minutes - 10 hours x 2), with notification at 60%.


Creating a test ticket on the standard SLA on Monday 14, 10:45, and 
letting it escalate, give this result:


EscalationNotifyBefore sent the 15th, 12:00.
EscalationNotifyBefore sent the 16th, 8:20.
Escalation on the 16h, 9:00.

Creating a test ticket on the standard SLA on Thursday 10, 10:38, and 
letting it escalate, give this result:


EscalationNotifyBefore sent the 14th, 8:20.
Escalation on the 14h, 8:40.

First, I'm surprised to see that there are usually 2 notifications.  I 
don't understand how this is computed, but I think it is a good idea to 
have a notification 20 minutes before the escalation when the first 
response delay is more than an hour.


However, I don't understand why a ticket with a first response delay 
that spans over a week-end doesn't get the 60% EscalationNotifyBefore.


Is this a bug?

Thanks,

Ugo

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Re: [otrs] Good Idea to update directly to 3.1.8

[Ugo Bellavance]

On 2012-08-10 08:10, s.krue...@aswo.com wrote:

Hi !

Great, than I´ll try it. :-)


Better trying it on a lab server, btw.


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[otrs] Reminder

[Ugo Bellavance]

Hi,

On my 3.0.13 system, we sometime get reminders like 30 or 45 minutes 
after the creation of a ticket (which was untouched since creation). 
Anyone else seeing that?  We usually get the reminder after the default 
reminder time (5 days?).  What field should I look for in the DB for 
reminder time?


Thanks,

Ugo

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Re: [otrs] Question on Installing OTRS

[Ugo Bellavance]

On 2012-07-17 08:40, Gerald Young wrote:

@Adi: If this is production, I'd strongly recommend it, but to better
answer your question would be based upon:

  * what your intention is with this install (test, dev, production?)
  * load: active agents, expected number of tickets, attachment expectations
  * version you're attempting to install
  * how you intend to apply updates (source or rpm)
  * criticality of application on this box to your business

I'm in agreement with Ugo in principle. The symlink somewhat mitigates
the issue for your install, in my opinion, and may be enough, especially
if you rate the above bullet points as lower priority. The generic
answer for high criticality is not a bigger root partition but a bigger
/opt partition. Add a drive/partition and mount it as /opt. Then you can
take that with you even if you replace the operating system.


I agree with that.



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Re: [otrs] Question on Installing OTRS

[Ugo Bellavance]

On 2012-07-16 06:01, Adi Ariyanto wrote:

Hi, I would to know the general step on installing OTRS, I have install
my Debian Linux and OTRS with detail partition below :

root@itsupport:~# df -h

FilesystemSize  Used Avail Use% Mounted on

/dev/sda1 323M  279M   28M  91% /

tmpfs 502M 0  502M   0% /lib/init/rw

udev  497M  116K  497M   1% /dev

tmpfs 502M 0  502M   0% /dev/shm

/dev/sda9 7.8G  146M  7.3G   2% /home

/dev/sda8 368M   11M  339M   3% /tmp

/dev/sda5 7.4G  722M  6.3G  11% /usr

/dev/sda6 2.8G  324M  2.3G  13% /var

I got stuck when found my root partition already 91%, does anyone have
the same problem like me ?

Can I install OTRS not in root partition ? but in home partition ?


The rpm installs in /opt, so it could be in a separate partition, but 
that probably doesn't solve your problem.


If you want to try OTRS, using the workaround suggested by Gerald, for 
example, should work, but needs an install from source.  However, I 
wouldn't put a server in production like that.



Can I resize the root partition size use free space from home partition ?


That is feasible, but bears a certain amount of risk.

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Re: [otrs] Why? "email address you supplied is banned from this mailing"?

[Ugo Bellavance]

On 2012-07-16 13:30, Mike Eduard wrote:

Dear Mailing List Owner,

I want to answer questions from people on the list.

But I got banned from this mailing with my znuny.com 
address. Can you explain me why?

Did I something wrong?


Did you contact the list owners at otrs-ow...@otrs.org, as the message 
you got says?




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Re: [otrs] Queue permission

[Ugo Bellavance]

On 2012-07-11 15:03, Carlos Ribas wrote:

Hello All,

 I´m new with OTRS. I installed the latest version and now I'm
trying to understand how it works. I´m reading the manual page, but one
point is not clear to me.

 I can set groups, roles and queues. My doubt is if it is possible
to have, for example, two queues in the same group, but one queue
visible only to customer and both visible to agent. I saw that I can
have this configuration using two groups, but I would like to know if it
is possible to use only one.


I don't think OTRS is made to make queues available to clients.  The 
clients can see their ticket via a web interface, but not all the queue.


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Re: [otrs] Customer Panel : Internal Server Error 500

[Ugo Bellavance]

On 2012-06-20 03:09, Johannes Homuth wrote:

Hi,

may the logs be with you!


Yup, but I'd try restarting httpd as well, if possible.


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Re: [otrs] Enable CC ?

[Ugo Bellavance]

On 2012-06-18 11:36, Hussein E. Hijazi wrote:

Hi

Is it possible for enabling CC’ing when a customer creates a ticket?
Sometimes folks are making a ticket and they want other people to know that.


You mean in the customer interface?  We asked OTRS and they were asking 
a huge amount to develop this feature.


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Re: [otrs] Help - French Interface not complete translated

[Ugo Bellavance]

On 2012-06-06 14:32, Leonardo Certuche wrote:

Hello,

You just have to improve the files /opt/otrs/Kernel/Language/fr*


How do we submit to OTRS afterwards, so that it is included in their code?

If you need help with the translation, I can probably help a bit (my 
mother tongue is french).  However, we're using OTRS in english and 
french and I haven't seen many untranslated stuff.


Ugo


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Re: [otrs] 3.0.13 rpm not available for Red Hat systems

[Ugo Bellavance]

On 2012-06-05 14:33, Michiel Beijen wrote:

Hi Ugo,

On Tue, Jun 5, 2012 at 2:09 PM, Ugo Bellavance  wrote:


I got this announcement this morning:

http://www.otrs.com/en/open-source/community-news/releases-notes/release-notes-otrs-help-desk-3013/

But the rpm is not available for RH systems:

http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/

->  otrs-3.0.13 not available


It is there now!


Thanks,

Ugo

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[otrs] 3.0.13 rpm not available for Red Hat systems

[Ugo Bellavance]

Hi,

I got this announcement this morning:

http://www.otrs.com/en/open-source/community-news/releases-notes/release-notes-otrs-help-desk-3013/

But the rpm is not available for RH systems:

http://ftp.otrs.org/pub/otrs/RPMS/fedora/4/

-> otrs-3.0.13 not available

Thanks,

Ugo

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Re: [otrs] how to set SLA

[Ugo Bellavance]

On 2012-05-09 05:46, Sachin Gaikwad wrote:

Hi Team,

I am trying to set up of OTRS in our company. While adding SLA I am not
getting the meaning of fields.

Like calendar – it showing calendar and calendar name.


Each SLA is linked to a calendar (configured in sysconfig) to determine 
the business hours and holidays



What is Escalation first response time in %?


It will display or send a notification when % of escalation time is 
reached.  Example, if you say that your SLA 1 escalates in 60 minute and 
you set this parameter to 90%, you'll get the notification 6 minutes 
before it escalates.


Ugo

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[otrs] Queue view - cannot see queues without unlocked tickets

[Ugo Bellavance]

Hi,

When going into Queue view (Tickets - Queue View) (URL similar to 
https://otrs-server/otrs/index.pl?Action=AgentTicketQueue), it is not 
possible to see the number of tickets in queues that don't have unlocked 
tickets.  It only shows queues with unlocked tickets.  I have to do a 
search to see queues with only locked tickets.  Is there a way to 
configure the system so that it shows "Queue (0)" or something similar 
when a queue has no unlocked ticket?


I checked these entries in sysconfig:

Ticket -> Frontend::Agent::ToolBarModule
Ticket -> Frontend::Agent::ModuleRegistration
Ticket -> Frontend::Agent::Ticket::ViewQueue

But couldn't find an answer to my question.

Thanks,

ugo

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Re: [otrs] how to reject emails with attachments bigger than 1MB

[Ugo Bellavance]

On 2012-03-29 22:11, Luca Domenella wrote:

Hi all,

how can i set a rule that reject the emails with attachments bigger than
1MB and send a reply to the “customer” saying that the attachment is too
big ?


I think this should be done at the MTA level... block messages that are 
more than 1MB.



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[otrs] Responses in 3.0.x

[Ugo Bellavance]

Hi,

I just upgraded my OTRS system from 2.3, which only supported plaintext 
for email interactions, to 3.0.12, which supports HTML (nice job!).


My responses and auto-responses have been converted into HTML, but I had 
a surprise when I wanted to edit one: the variables had disappeared. 
But since they work as before I didn't really care, but I was just 
wondering how to edit them.  If I edit the source of the message, I can 
see the variables.  Is that the way to edit variables?


Thanks,

Ugo

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[otrs] Notifications (Event) HTML

[Ugo Bellavance]

Hi,

I just upgraded my system from 2.3 to 3.0.x and I am wondering if it is 
normal that the Notifications (Event) are only in plain text.  Is it 
possible to have them sent in HTML like the rest of the email 
interactions (autoreplies, responses, etc.)?


Thanks,

Ugo

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Re: [otrs] Transition between two firewalls - parallel setup?

[Ugo Bellavance]

Sorry, wrong group :)!


On 2012-03-23 11:47, Ugo Bellavance wrote:

Hi,

During my Checkpoint to pfSense transition, I'll have, during a few
days, two ISP active at the same time at the office. The firewall is the
only router of the organisation, but has several networks attached to
it. Would it be possible to have the two firewalls active at the same
time and migrate my services one by one? It doesn't matter if I can't
migrate all of my services without interruptions, but if I could test a
few things on the new setup before the cutover, it would be nice.

Thanks,

Ugo

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[otrs] Transition between two firewalls - parallel setup?

[Ugo Bellavance]

Hi,

During my Checkpoint to pfSense transition, I'll have, during a few 
days, two ISP active at the same time at the office.  The firewall is 
the only router of the organisation, but has several networks attached 
to it.  Would it be possible to have the two firewalls active at the 
same time and migrate my services one by one?  It doesn't matter if I 
can't migrate all of my services without interruptions, but if I could 
test a few things on the new setup before the cutover, it would be nice.


Thanks,

Ugo

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Re: [otrs] Escalation "Notify by"

[Ugo Bellavance]

On 2012-03-16 09:45, Ugo Bellavance wrote:

Hi,

OTRS 2.3.3

One of my SLA has these parameters:

Escalation - First Response Time: 1200 minutes
Notify by: 60%.


Another example:


the ticket "201203163618" will escalate!

Escalation at: 2012-03-16 11:05:02
Escalation in: 5m

My first response time for this SLA is 30m.


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[otrs] Escalation "Notify by"

[Ugo Bellavance]

Hi,

OTRS 2.3.3

One of my SLA has these parameters:

Escalation - First Response Time: 1200 minutes
Notify by: 60%.

I just got this message:

Hi Ugo,

the ticket "201203143658" will escalate!

Escalation at: 2012-03-16 10:30:04
Escalation in: 50m

In the ticket, I can see that the First Response Time is in about 50 
minutes, and I can also see that it is the first escalation notification 
in this ticket.


I thought that I would get a notification after 60% of 1200 minutes: 720 
minutes, not 50 minutes.


Any idea?

Thanks,

Ugo

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Re: [otrs] Slowness eventually to open long tickets

[Ugo Bellavance]

On 2012-03-08 06:42, Fernando Frediani (Qube) wrote:

Hello chaps.

I have a system here that has about 7 years worth of data(3GB of MySQL
data) and receives about 30 – 50 tickets / day in the recent 2 years, so
not that huge system really.

It has been upgraded through the versions and works fine. Now I’m
running version 2.4.5 (yes I will upgrade it to 3.1 at some point soon).

What happens is that sometimes some tickets depending if it has many
messages or many merges when you try to open any message of it, takes a
long time, sometimes over a minute or two.

I’ve looked at all possible causes and I don’t think is the Database
server which I haven’t observed any contention issues and works perfect
for all other systems using it.

One thing I suspect is the filesystem, specially inside the var folder
that has thousands of small files (although separated in different
folders, etc) for the attachments and that somehow might be slow to
index and read all necessary files attached to that specific ticket.
However I still fell that is not the root of the problem because of the
following:

While OTRS is trying to load the message if you look at the server
running it you will find a “httpd” process running at a 100%. If there
was a contention on the Database server or on the filesystem that
couldn’t responde in a reasonable time, httpd should not be running at
100%, but rather be waiting from a response with data to be processed
and displayed to the client.


It may show 100% CPU usage, but may be actually waiting for i/o.

You may try these commands when doing this merge.

iostat -x 1 5

vmstat 1 5

This will give you stats each second, for 5 second.

If you don't know how to analyze the numbers, just post them somewhere 
(or here).



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Re: [otrs] upgrade from 3.0.11 to 3.1.2 error on: scripts/DBUpdate-to-3.1.mysql.sql

[Ugo Bellavance]

On 2012-03-07 12:21, Michiel Beijen wrote:

Hi Steven,

We do not use a specific engine. This means that we'll use whatever
engine your MySQL uses as default. For instance on Windows the default
engine is InnoDB, and I guess more and more InnoDB is becoming the
default storage engine for MySQL.

So I guess you simply set up MySQL with MyISAM as a storage engine,
then installed OTRS, then the MySQL default storage engine switched to
InnoDB beause of an OS or MySQL upgrade, then you upgraded OTRS and
now you'll have tables with different storage engines in one database.

So I'll understand your issue but you should probably complain with
your OS vendor, and not with OTRS.

As for the foreign keys: MyISAM does not USE foreign keys but you can
specify one. It will just not be enforced. This to support people like
us who have ONE create table statement for MySQL regardless of the
storage engine. Ref:
http://dev.mysql.com/doc/refman/5.1/en/ansi-diff-foreign-keys.html

The error message you have is that the table
"smime_signer_cert_relations" is already there, and the upgrade script
tries to create it a second time and then fails. This table is added
in OTRS 3.1, and you should really only have that after you ran the
update script "DBUpdate-to-3.1.mysql.sql" -- my idea is you simply
tried to run this script two times.

If you can reproduce this error, obviously I would be interested to
know how you got this.


I'll definitely try to reproduce the issue I got.

Thanks,

Ugo

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Re: [otrs] upgrade from 3.0.11 to 3.1.2 error on: scripts/DBUpdate-to-3.1.mysql.sql

[Ugo Bellavance]

On 2012-03-07 06:43, Luca Domenella wrote:

Hi all,

I also seen that the script create a table gi_webservice_config and try
to add a FK. Awfully our DB is MyISAM… So its not supported

In the otrs3 db schema for mysql, do i need to change the default DB
ENGINE from MyISAM to INNODB ?


So that is why my upgrade to 3.1 didn't work :).

I haven't seen anything related to INNODB in the install notes or doc. 
Even a google search didn't show up much, except for a guy that says 
that he changed to INNODB for its engine in 2008.


Ugo

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Re: [otrs] Redirect http to https

[Ugo Bellavance]

On 2012-03-05 22:10, micha...@firstus.org wrote:

Version OTRS 3.0.8 (Windows Installer)

I would like to know how to force OTRS to use HTTPS? I have HTTPS
configured and working. I just want to force everyone to use HTTPS as we
are authenticating against Active Directory, so I just don’t want to
expose our network credentials over HTTP.

I realize that this is very likely an Apache config, but I am not an
Apache guru, so I just need a reference article of sorts.

Any help would be appreciated.


You can use the ForceSSL directive of apache, but it will just deny http 
traffic with a permission denied error.  Simple, but... simple ;)


A little more complex and complete would be to use rewrite rules.

If you only want to redirect the home pages, you can use a simple html 
redirect and disable the otrs config in regular http.


What OS are you running on?

Ugo


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Re: [otrs] Delete automated emails, not just ignore them

[Ugo Bellavance]

On 2012-03-05 17:49, Muhammad El-Sergani wrote:

Hello all,

I have some customers who tend to send back the annoying "Thank you for
contacting us. This is an automated response." message for every email
they receive. Now, I have setup some filters to ignore those, but
whenever I receive those, tickets are re-opened.

I need OTRS to automatically delete them, and if possible, not allow
them to re-open old tickets.


Procmail may be better at this task than OTRS.

Ugo


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[otrs] Problem after upgrade from 3.0 to 3.1

[Ugo Bellavance]

Hi,

It looks like some tables haven't been created during my upgrade to 3.1.

otrs.gi_webservice_config
otrs.dynamic_field
otrs.time_accounting_user_period

I also get this message in AdminSupport:

Check existing framework tables.

gi_webservice_config[Corrupt] gi_webservice_config_history[Corrupt] 
scheduler_task_list[Corrupt] gi_debugger_entry[Corrupt] 
gi_debugger_entry_content[Corrupt]




I followed the instructions on the OTRS website.

Did I miss something?

Thanks,

Ugo

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[otrs] Notification automation

[Ugo Bellavance]

Hi,

I'd like to have a notification sent to the agent(s) when freetime1 is 
less than today.  I looked at the generic agent, but it doesn't allow 
rules based on freetext/freetime fields.


Is there a workaround I haven't though of?

Is it different with dynamic fields in 3.1?

Thanks,

Ugo

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Re: [otrs] mail sent "To:" otrs "From:" agent --> agent queue ?

[Ugo Bellavance]

On 2012-02-16 01:33, ipguy wrote:

hi all

i have a particular requirement with regards to filtering that i need
some help with

we currently have a helpdesk queue that grabs all email sent to
"helpd...@company.com " and places it in
the "helpdesk" queue, works well.

issue:
we have agents that CC "helpd...@company.com
" with replies to a customer if the email
was originally received in there personal inbox, they do this to start
the ticket tracking from OTRS

question:
how do i get OTRS to place the new ticket in the agents queue so
followup email are send to the agent ?


I think that this should be addressed in a procedural way.  Either they 
ask the customer to send their original email to helpd...@company.com or 
the agent uses the phone ticket feature to create a ticket in the 
system, using the customer's e-mail address as customer.


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[otrs] Changing auth type from local to ldap for agents

[Ugo Bellavance]

Hi,

I'm using OTRS only internally, so I use ldap backend for clients, but 
at first I didn't know if it would cause problem with agents so the auth 
for agent is local.


I have a few questions about the possible transition to ldap auth for 
agents.


- Can an agent be a customer as well if using the same AD for auth?  Of 
course, I guess that agents would be in an extra AD group compared to 
the users.


- Will I lose agent history or will I break something if I go with ldap 
auth instead of local eventually? The usernames and e-mail addresses are 
the same.


Thanks,

Ugo

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Re: [otrs] States

[Ugo Bellavance]

Sorry for top posting, but I think I found it:

I do have translated states, so I had to adjust my config:

For the second error (closed successful)

Core::Ticket::StateAfterPending:

I had changed the Key, but forgot to change the Content.

However, I still haven't found for the first one, which is probably why, 
when I close one merged ticket, the tickets that are merged with it stay 
visible.


Ugo



On 2011-12-02 15:22, Ugo Bellavance wrote:

Hi,

OTRS 2.3.3

I have these log entries:

Nov 28 15:57:13 server OTRS-CGI-36[15661]:
[Error][Kernel::System::State::StateGet][Line:210]: StateType 'merged'
not found!
Nov 28 15:57:13 server OTRS-CGI-36[15661]:
[Error][Kernel::System::Ticket::StateSet][Line:4466]: Need StateID or
State!

Could that explain that closing merged tickets only closes one ticket?

This seems to have been existing for a while.

How can I fix this problem? Isn't the merged StateType supposed to come
with a standard OTRS install?

Also, I just started getting these errors:

Dec 2 14:45:04 server OTRS-PendingJobs-36[18224]:
[Error][Kernel::System::State::StateGet][Line:210]: StateType 'closed
successful' not found!
Dec 2 14:45:04 server OTRS-PendingJobs-36[18224]:
[Error][Kernel::System::Ticket::StateSet][Line:4466]: Need StateID or
State!

Where should I look to find the problem?

Thanks,

Ugo

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Re: [otrs] How to migrate from one server to the other

[Ugo Bellavance]

On 2012-02-08 04:09, Muhammad El-Sergani wrote:

Just did the migration using the backup.pl  script, so
far so good and everything looks great!
Anything else missing to be done? :)


Hard to tell as you only mention that you used one tool...

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Re: [otrs] How to migrate from one server to the other

[Ugo Bellavance]

On 2012-02-03 13:34, Muhammad El-Sergani wrote:

Dear list,

Can anyone quickly highlight how could I fully migrate a running system
to another one?
It's required to have a clean system up and running first (OS level)
then migrate OTRS from the old one to the new one.


http://permalink.gmane.org/gmane.comp.otrs.user/36087


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Re: [otrs] 2 queues, 1 of them very slow

[Ugo Bellavance]

On 2012-02-03 09:02, Karlos Jelez wrote:

Thanks Ugo
The HW is ok; it is a FreeBSD hosted in a datacenter.
OTRS receive 100 new tickets daily; working hours.
90% of tickets are closed same day..


What is the load average on the machine? What is the average wait and 
service times on the disk when the "slowness" occurs?



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Re: [otrs] Fetch Mail: Message: No StateID for '* Abandonné'!

[Ugo Bellavance]

On 2012-02-02 10:28, Michaël Erni wrote:

== En français en dessous ==
Hi all!
I've some problem with POP3 Mail Fetching.

When I use "./otrs.PostMasterMailbox.pl
" I've got an error about "StateID".
(Copy at the end)
OTRS get correctly the E-mail by POP3, but it make an error during
ticket creation process.
And by the way I've no more E-mails... and no new ticket on my database


Do you have any idea about that?
Thanks in advance,
Best

===
Bonjours à tous.
J'ai un petit problème avec la récupération d'E-mail via POP3.
En effet, lors que j'utilise le script ./otrs.PostMasterMailbox.pl
 j'obtiens constamment une erreur de
"StateID". (Ci-dessous)
OTRS récupère correctement l'E-mail mais il semble y avoir une erreur
durant la procédure de création.
Bien entendu, une fois ceci fait, je n'ai plus d'E-mail... et aucun
nouveau ticket dans ma base de données!

Auriez-vous une idée?
Merci d'avance,
Salutations



/root@web01:/var/www/helpdesk.day.local/bin# ./otrs.PostMasterMailbox.pl
/
/POP3S: Message 1/1 (Account Config)/
/ERROR: OTRS-PostMasterMailbox.pl-10 Perl: 5.10.1 OS: linux Time: Thu
Feb  2 15:50:35 2012/
/
/
/ Message: No StateID for '* Abandonné'!  //Mens "StateID for '*Abord/
/
/
/ Traceback (22987):/
/   Module: Kernel::System::Ticket::TicketCreate (v1.488.2.16) Line: 405/
/   Module: Kernel::System::PostMaster::NewTicket::Run (v1.76) Line: 147/
/   Module: Kernel::System::PostMaster::Run (v1.85) Line: 351/
/   Module: Kernel::System::MailAccount::POP3S::_Fetch (v1.12) Line: 241/
/   Module: Kernel::System::MailAccount::POP3S::Fetch (v1.12) Line: 106/
/   Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386/
/   Module: main::Fetch (v1.3) Line: 180/
/   Module: ./otrs.PostMasterMailbox.pl
 (v1.3) Line: 93/
/
/
/ERROR: OTRS-PostMasterMailbox.pl-10 Perl: 5.10.1 OS: linux Time: Thu
Feb  2 15:50:35 2012/
/
/
/ Message: POP3S: Can't process mail, see log sub system
(/var/www/helpdesk.day.local/var/spool/problem-email-80458f95e0431dd293b7c1579701d875,
report it on http://bugs.otrs.org/)!/
/
/
/ Traceback (22987):/
/   Module: Kernel::System::MailAccount::POP3S::_Fetch (v1.12) Line: 253/
/   Module: Kernel::System::MailAccount::POP3S::Fetch (v1.12) Line: 106/
/   Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386/
/   Module: main::Fetch (v1.3) Line: 180/
/   Module: ./otrs.PostMasterMailbox.pl
 (v1.3) Line: 93/


Cherche StateDefault dans Sysconfig.  Il y a un state "Abandonné" qui 
est probablement l'état par défaut pour un billet ouvert par courriel 
qui pointe nulle part.


Look for StateDefault in Sysconfig.  It looks like the "Abandonné" 
state, which is probably configured as default state for 
postmaster-created ticket, points nowhere.


UGo


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Re: [otrs] 2 queues, 1 of them very slow

[Ugo Bellavance]

On 2012-02-03 03:33, Karlos Jelez wrote:

Hi list,
I have a OTRS 2.3.4 instalacion for a few years.
It was working with 1 queue; currently 5,000 tickets after a purge from
50,000.
Two months ago a set up a second queue; currently with 200 tickets.
I have noted that the fetching mails process takes 4 minutes per message
when the target is the first queue, but just a few seconds when the
target is the new queue.
The mail server I am using is a 2003 exchange to both 2 queues. I did
test with qmail but I had the same result.
I did set up PostMasterReconnectMessage to 50. I did set up storage to
ArticleStorageFS. I did optimize its mysql database.
But speed for fetching mail process for the first queue do not improve.
:(


That looks like hardware performance troubleshooting.

OTRS is on Windows or Linux?

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[otrs] Slightly OT : Microsoft Outlook 2007 Add-In for priorities in OTRS

[Ugo Bellavance]

Hi,

I just wrote a post on my blog giving info about how to create a 
Microsoft Outlook 2007 Add-In that allows users to state the prioroty of 
their ticket in OTRS.


http://lubik.blogspot.com/2012/01/outlook-2007-add-in-with-otrs.html

Any comments and questions are welcomed.

Thanks,

Ugo

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Re: [otrs] Quotes

[Ugo Bellavance]

On 2011-12-29 17:56, Eternity wrote:

Hi!

I have disabled the quote sign ">" in OTRS:

SysConfig -> Ticket -> Frontend::Agent::Ticket::ViewCompose


What version are you using?  I think that in 3.x you don't need quotes.


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Re: [otrs] Error: could not connect to server: Connection refused

[Ugo Bellavance]

On 2011-12-28 17:23, Parag Bhalerao wrote:

Hello,

I am getting following error on OTRS 2.4.9 frontend. How should I
resolve it?


Do you have a SMTP server installed?  Listening on localhost, port 5432?





19:07:45 - 12/28/2011

Error: could not connect to server: Connection refused
Is the server running on h[..]

Comment:



Please contact your admin

Bug Report:



Traceback:



ERROR: OTRS-CGI-10 Perl: 5.10.0 OS: linux Time: Wed Dec 28 19:07:45 2011

Message: could not connect to server: Connection refused
Is the server running on host "localhost" and accepting
TCP/IP connections on port 5432?

Traceback (5446):
Module: Kernel::System::DB::new (v1.105.2.3) Line: 188
Module: Kernel::System::Web::InterfaceAgent::Run (v1.43.2.1) Line: 143
Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(unknown version) Line: 48
Module: (eval) (v1.88) Line: 204
Module: ModPerl::RegistryCooker::run (v1.88) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

Description: Top of Page 

Powered by OTRS 2.4.9 

GoodWills

*Parag Bhalerao*

**

Work 215-494-2709

Cell 267-210-5949

Email parag.bhale...@cybertech.com 



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Re: [otrs] Need to backup all data from a system to restore in another

[Ugo Bellavance]

On 2011-12-23 08:22, Wagner wrote:

Hi,

Which are the backup scripts?


Sorry, wrong directory:

/opt/otrs/scripts/backup.pl


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Re: [otrs] Need to backup all data from a system to restore in another

[Ugo Bellavance]

On 2011-12-22 08:58, Wagner wrote:

Hello,

I have a client that has otrs which I don't know the version, probably
3.0.4, all I see is ITSM 3.0.5, I need make a backup of the data, I did
a dump of the database, I need to recover at first only the ticket
information, which tables I need to recover? Is there any database
difference from otrs 3.0.4 to 3.0.11? or how can I be sure that is
3.0.4? Is there a chance of breaking the database doing a recover from
different versions of otrs like that?

I don´t want to upgrade the currently otrs as there are a lot of
customizations that a different company made and has no documentation,
so I'm almost sure that upgrading otrs will break most of it.


What are you trying to do?  A backup or a recover or both?  You can use 
the backup scripts included with otrs (look in the bin directory).



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Re: [otrs] Postmaster filters - custom headers?

[Ugo Bellavance]

On 2011-12-20 05:17, Renée Bäcker wrote:

Hi,

can you describe more detailed what you want to achieve?

As long as you write your own PostMaster filter module, you can set/use
all headers you want. Standard OTRS can handle only the headers set in
the SysConfig.


I want to set the SLA automatically by adding a specific header. 
However, when I try using the X-OTRS-SLA header, I get an encoding 
problem (see here: 
http://permalink.gmane.org/gmane.comp.otrs.user/36117).  So I have 3 
choices:


- Fix that issue (up to now: no success)
- Set something like X-OTRS-SLA:1 and then convert it into my real SLA 
using a postmaster filter (would that work?)
- Use an intermediate header, so I would set X-OTRS-CUSTOM1:1, then set 
X-OTRS-SLA to the label that corresponds to my SLA 1.


I currently have a working solution, where my Outlook AddIn adds "SLA:1" 
at the bottom of a message when people choose SLA 1 in the form, but I 
wanted to avoiding adding text to the message and use headers directly.


Thanks,

Ugo


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[otrs] Postmaster filters - custom headers?

[Ugo Bellavance]

Hi,

If I want to use a custom header to set a value in OTRS, can I use 
X-OTRS-TicketValue1?


If not, would it break things if I'd use the X-OTRS-SLA header value and 
modify it using a posmaster filter?


Thanks,

Ugo

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Re: [otrs] How to include CC in new ticket ID notification

[Ugo Bellavance]

Sorry for top-posting, but Robert, you are hijacking conversations (see 
how this thread looks like at 
http://thread.gmane.org/gmane.comp.otrs.user/36141/focus=36189).  Please 
don't reply to a list e-mail if you are starting a new topic, start with 
a new, fresh e-mail.


Thanks,

Ugo

On 2011-12-15 19:46, Robert Woodworth wrote:

Present config, an email that generates a ticket will get an automatic
response with the ticket ID#
but the others CC on the message that generated the ticket don't.
When those people hit "reply", being that OTRS is in the recipient list,
each of those messages generates ANOTHER ticket.  (sigh)

Is there a way to tell the system to send the ticket# to all the CC list as
well as the originator ?

I spend a significant amount of time merging tickets together.


-Original Message-
From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils
Leideck
Sent: Thursday, December 15, 2011 4:31 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] broken url on messages

On 15.12.2011, at 17:52, Robert Woodworth wrote:


Ive been a sysadmin long enough Im pretty ashamed to have made that

error...

I've setup my report tool to connect to
https://support.mydomain.com/otrs/rpc.php, trying to use the API after an
upgrade. It took me a week to recognize that I should use *.pl instead of
*.php ... luckily I don't report to anyone for this system so I am still
the admin for this box ;-

Cheers, Nils



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Re: [otrs] Ticket::Hook location

[Ugo Bellavance]

On 2011-12-14 15:38, Muhammad El-Sergani wrote:

Hi,

Go to Ticket -> Core::Ticket then change value for Ticket::SubjectFormat


Ah, now I see why I couldn't find anything... it is not available in my 
2.3 production system.  Will definitely change it to "Right" when we 
upgrade to 3.0.  Thanks a lot!


Ugo


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[otrs] Ticket::Hook location

[Ugo Bellavance]

Hi,

Is it possible to have the Ticket Hook located at the end of the subject 
of the auto-replies and notifications?  It would be easier for people to 
see the subject because the ticket hook takes a lot of space on their 
screen.


Thanks,

Ugo

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Re: [otrs] multiple CC'd email addresses ?

[Ugo Bellavance]

On 2011-12-13 04:37, Dennis Kavadas wrote:

It does work, I've confirmed it
I assume it looks at the message-id, if they are identical then it's the
same conversation and the emails are treated accordingly


I confirm.  Before enabling this parameter, we used to have a new ticket 
opened when someone cc'd replied.  With this parameter enabled, it it 
added to the original ticket automatically.  I really think this should 
be enabled by default.


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Re: [otrs] Printing pictures in ticket articles

[Ugo Bellavance]

On 2011-12-14 08:13, Anselm Strauss wrote:

Hi,

is it normal that OTRS does not print an pictures that are displayed in ticket 
articles?


What version are you using?


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Re: [otrs] OTRS headers generation

[Ugo Bellavance]

Anyone knows at least if this would be fine with 3.0.x?

On 2011-12-09 07:34, Ugo Bellavance wrote:

Hi,

We have developped an Outlook form using VSTO so that our users can set
the SLA of their ticket and other data. At first, we did it by adding
text into the e-mail message then process it with postmaster filters. It
works, but it leaves text in the ticket. We are now trying setting
headers directly instead, but we are having problems with iso-encoding,
I think.

Here are the X-OTRS headers generated in a sample message:

X-Otrs-Service: Standard
X-Otrs-Sla:
=?iso-8859-1?Q?4_-_Faible_avec_date_butoir_-_Une_demande_normale,_mais_qu?=
=?iso-8859-1?Q?i_a_une_date_butoir_-_Un_estim=E9_(ETA)_sera_fourni_=E0_l'?=
=?iso-8859-1?Q?int=E9rieur_de_2_jours_ouvrables_max?=
X-Otrs-Tickettime2: 2011-12-22 23:59:59

As you can see, the -Service and -Tickettime2 are working, but the SLA
gets iso-encoded (probably because of the accentuated characters). So
the Service and Tickettime fields are populated correctly in the ticket,
but not the SLA. Is there a solution to this? Would this be OK in 3.0?

Using OTRS 2.3, planning to upgrade to 3.0 in Q1 2011.

Thanks,

Ugo

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[otrs] OTRS headers generation

[Ugo Bellavance]

Hi,

We have developped an Outlook form using VSTO so that our users can set 
the SLA of their ticket and other data.  At first, we did it by adding 
text into the e-mail message then process it with postmaster filters. 
It works, but it leaves text in the ticket.  We are now trying setting 
headers directly instead, but we are having problems with iso-encoding, 
I think.


Here are the X-OTRS headers generated in a sample message:

X-Otrs-Service: Standard
X-Otrs-Sla: 
=?iso-8859-1?Q?4_-_Faible_avec_date_butoir_-_Une_demande_normale,_mais_qu?= 
=?iso-8859-1?Q?i_a_une_date_butoir_-_Un_estim=E9_(ETA)_sera_fourni_=E0_l'?= 
=?iso-8859-1?Q?int=E9rieur_de_2_jours_ouvrables_max?=

X-Otrs-Tickettime2: 2011-12-22 23:59:59

As you can see, the -Service and -Tickettime2 are working, but the SLA 
gets iso-encoded (probably because of the accentuated characters).  So 
the Service and Tickettime fields are populated correctly in the ticket, 
but not the SLA.  Is there a solution to this?  Would this be OK in 3.0?


Using OTRS 2.3, planning to upgrade to 3.0 in Q1 2011.

Thanks,

Ugo

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Re: [otrs] Uninstall OTRS 3.0.6 from CentOS (Nils Leideck)

[Ugo Bellavance]

On 2011-12-09 07:01, Faisal Misle wrote:

Hello
I used RPM.


rpm -e



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Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11

[Ugo Bellavance]

On 2011-12-06 06:41, Luca Domenella wrote:

Hi,
i installed from source OTRS, the other stuff from rpm


Ok,

I installed via RPM (RHEL5), so YMMV, but here is what I did:

On the old server:

- Create a backup using /opt/otrs/scripts/backup.pl

On the new server:

- install perl-LDAP, mysql-server, httpd
- copy the 2.3 rpm from old server
- install the 2.3 rpm
- edit my.cnf to set max_allowed_packet=512M and query_cache_size=48M 
(this is a server dedicated to otrs)

- start mysql
- create the mysql user
- enable port 80, 443, 3306 in iptables
- run the restore script (/opt/otrs/scripts/restore.pl -b 
/root/2011-07-04_05-11/ -d /opt/otrs/)

- /opt/otrs/bin/otrs.RebuildConfig.pl
- start httpd
- est if index.pl is working
- make sure all services come up at boot

Then, cycle through the upgrade operations

- install new dependencies perl-Net-DNS perl-XML-Parser
- upgrade the rpm to 2.4 (rpm -Uvhf)
- run the DBUpdate-to-2.4.mysql.sql script
- get back to root and run /opt/otrs/bin/SetPermissions.sh /opt/otrs/ 
otrs apache apache apache

- su - otrs
- run the DBUpdate-do-2.4.pl script
- test

done for 2.4, repeat for 3.0 (dependency: perl-TimeDate)
Other stuff for 3.0

- Change the otrs DB and tables to UTF-8 charset
- test
- Go to the admin interface, support assessment and fix things there

Optional:

- Go to the
- install perl-GD perl-GDGraph perl-GDTextUtil perl-JSON-XS perl-Apache-DBI


If something looks broken, try:
/opt/otrs/bin/otrs.RebuildConfig.pl
restart apache

Of course, you may have to adapt this procedure to your environment, but 
it should help.


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Re: [otrs] upgrading from otrs 2.0.4 to 3.0.11

[Ugo Bellavance]

On 2011-12-06 06:18, Luca Domenella wrote:

Hi all,

i’ve just inherited the OTRS project from a colegue.

Out otrs installation is a 2.0.4, looking at the manual, there is an
upgrade path: 2.0-> 2.1 -> 2.2 -> 2.3 -> 2.4 - > 3.0

Until here everything is clear… digging inside the various upgrading
files of all the versions looks that the main part is the database
schema upgrade (we are using mysql).

Because im installing OTRS into a new server (the old one is a very old
debian) with a Centos5, can I suppose to do this way ?

1.Install mysql

2.Install apache

3.Install otrs 3.0.11

4.Restore the 2.0.4 database

5.Apply all the mysql.pl upgrade patches from 2.1,2.2,2.3,2,4 and then
from the 3.0.11 script dir ?

Because many files will just be replaced and themes are not compatible….

Does it make sense ?

Any idea or suggestion ? before to ask I already looked at the forum
without much success


I've done a 2.3 -> 3.0 upgrade.  Once I get to the office I'll check my 
notes and provide you with what I did.


How do you install? source or rpm?


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Re: [otrs] States

[Ugo Bellavance]

On 2011-12-05 09:33, Gerald Young wrote:

OTRS specifically looks at states as text, not as ids, but you should
look through SysConfig to make sure the text for "merge" is translated
where referenced.


I searched all over SysConfig and there isn't many locattions where 
"merge" or "merged" is mentionned.


I also checked Defaults.pm and couldn't find anything related to states.

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Re: [otrs] States

[Ugo Bellavance]

On 2011-12-05 08:21, Gerald Young wrote:

These would be in the "States" of the admin screen. If you manually
translated these states or made them invalid, this would occur.


I did translate the states.  For example, for the Merged state, I 
translated it into "Fusionné", and the type is "merged", but I also 
translated all the other states and I don't have any other problems.


I think the "Merged" and "Pending closed successful" are giving me problems.

I looked at the doc 
(http://doc.otrs.org/2.3/en/html/adminarea-status.html and 
http://doc.otrs.org/3.0/en/html/adminarea-status.html), but couldn't 
find anything about renaming or errors.


I can see "Attention: Take care that you also updated the default states 
in you Kernel/Config.pm!" at the bottom of the Status config in the 
admin interface, but I've looked into my Config.pm and couldn't find 
anything related to states.


Thanks,

Ugo

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Re: [otrs] States

[Ugo Bellavance]

On 2011-12-05 08:21, Gerald Young wrote:

These would be in the "States" of the admin screen. If you manually
translated these states or made them invalid, this would occur.


Thanks,

I'll look into that.

UGo

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[otrs] States

[Ugo Bellavance]

Hi,

OTRS 2.3.3

I have these log entries:

Nov 28 15:57:13 server OTRS-CGI-36[15661]: 
[Error][Kernel::System::State::StateGet][Line:210]: StateType 'merged' 
not found!
Nov 28 15:57:13 server OTRS-CGI-36[15661]: 
[Error][Kernel::System::Ticket::StateSet][Line:4466]: Need StateID or State!


Could that explain that closing merged tickets only closes one ticket?

This seems to have been existing for a while.

How can I fix this problem?  Isn't the merged StateType supposed to come 
with a standard OTRS install?


Also, I just started getting these errors:

Dec  2 14:45:04 server OTRS-PendingJobs-36[18224]: 
[Error][Kernel::System::State::StateGet][Line:210]: StateType 'closed 
successful' not found!
Dec  2 14:45:04 server OTRS-PendingJobs-36[18224]: 
[Error][Kernel::System::Ticket::StateSet][Line:4466]: Need StateID or State!


Where should I look to find the problem?

Thanks,

Ugo

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Re: [otrs] Agent::Escalation Usage - Ticket escalation notification/e-mail

[Ugo Bellavance]

On 2011-09-23 05:17, Nils Leideck wrote:

Hi Anant,

A. simplest escalation notification:

Edit Kernel/Config/GenericAgent.pm


You mean to simply uncomment the commented section regarding escalation 
notification?


Ugo

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Re: [otrs] Response

[Ugo Bellavance]

On 2011-11-17 21:35, Jean BROW wrote:

Hi all,

In a response template I want it to be like this:


Dear customer,

We confirm that you have been deleted DD.MM.YYY at 19:01 time.


What can I use on the template to get this? Anyone know?


I guess you want the current date and time there?


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Re: [otrs] Subject size/length

[Ugo Bellavance]

On 2011-11-10 08:03, Steven Carr wrote:

So that is hardcoded in the theme/web .dtl templates under
Kernel/Output/HTML/Standard. You will see that some of the fields are
deliberately truncated e.g...

$QData{"Subject","36"}


Did you check in the notification section?

What version of OTRS are you running?

On my 2.3 system, there is an en::Agent::NewTicket notification that has 
this defined in the subject:


New ticket notification! ()

So the subject is truncated at the 24th character.

In 3.0, you select your language, then open the Agent::NewTicket 
notification and you can edit.


hth

Ugo




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Re: [otrs] OTRS running slow

[Ugo Bellavance]

On 2011-10-13 08:50, Jean BROW wrote:

SWAP is not going to help us I think.. As we using SSD HDD, who is better..


I think your server is probably oversized for the load it has to deal 
with, so I'd check on the network side.  Any congestion? Collisions?


Something is weird with the vmstat output though... how come you've got 
0 for buffers and cache?


Please send the output of top -b -n 1




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Re: [otrs] otrs always cannot found files .pm

[Ugo Bellavance]

On 2011-10-11 11:13, Wagner wrote:

Sorry for changing the subject, but how do I reset the permissions?

could you give me a example using the otrs.SetPermissions.pl


Google is your friend.

http://wiki.otrs.org/index.php?title=Installation_on_Ubuntu_Lucid_Lynx_%2810.4%29


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Re: [otrs] otrs always cannot found files .pm

[Ugo Bellavance]

On 2011-10-07 05:35, Muhammad Toha Supriyadi wrote:

Dear all,

i've already installed otrs. setting for webserver (apache) and mysql done.
but when i access otrs, always prompt error something like this :


Error Message: Module Kernel/Modules/AgentStats.pm not found


but if ichecked in server manually the files can be found. what is the
problem


Did you try to clear the cache?  Reset the permissions? Restart apache?

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Re: [otrs] Stats about escalations

[Ugo Bellavance]

On 2011-10-06 12:41, Michiel Beijen wrote:

Hi Ugo,

the timeout field is used for auto unlocking of tickets. The until_time
field is used for storing the pending date.

Unfortunately the escalation times are not stored at the ticket level,
you would need to parse the ticket history to extract the data.


Not that bad at all you just made me discover another table with lots of 
interesting information.


Would you know what string to search for?  I searched for 'esc' and it 
only returned rows saying 'Reset of escalation blabla'.


Thanks,

Ugo


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Re: [otrs] OTRS running slow

[Ugo Bellavance]

Le 2011-10-08 07:03, Jean BROW a écrit :

root@*:~# vmstat 10 10
procs ---memory-- ---swap-- -io -system--
cpu
  r  b   swpd   free   buff  cache   si   sobibo   in   cs us sy
id wa
  0  0  0 461752  0  000 0 300  0  0
100  0
  0  0  0 461492  0  000 0 00  487  0  0
100  0
  0  0  0 461492  0  000 0 00  485  0  0
100  0
  0  0  0 461492  0  000 0 00  490  0  0
100  0
  0  0  0 461492  0  000 0 00  539  0  0
100  0
  0  0  0 461492  0  000 0 00  360  0  0
100  0
  0  0  0 461492  0  000 0 00  498  0  0
100  0
  0  0  0 460172  0  000 0   1210 1098  0  0
100  0
  0  0  0 460120  0  000 0 00  495  0  0
100  0
  0  0  0 460120  0  000 0 00  467  0  0
100  0
root@*:~#


We are using SSD HDD, so we dont create a SWAP area



Hum.  Your system reports itself as being idle...

Do you see anything wierd in top output?


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Re: [otrs] OTRS running slow

[Ugo Bellavance]

Le 2011-10-07 18:43, Jean BROW a écrit :

CPU: 1,650 MHz
RAM: 2,048 MB
Storage: 10 GB SSD
OS: Apache/2.2.9 (Debian) mod_perl/2.0.4 Perl/v5.10.0.

5 agents.


Please send the output of vmstat 10 10


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Re: [otrs] Generic Agent

[Ugo Bellavance]

Le 2011-09-30 19:57, Garabed Yegavian a écrit :

I just reinstalled a fresh otrs and went step by step through the ubuntu 
directions.
I installed webmin because I am a newbie to linux, and so I can see what is 
going on here in my system a little easier!

It appears as if I have no cron jobs under the otrs user

When I run crontab -l -u otrs I get nothing.

What do I need to do to get this working?


Did you check your logs?  From what I can see on my ubuntu desktop, cron 
should log to: /var/log/syslog.  If not, have you tried executing 
manually the job?


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Re: [otrs] Generic Agent

[Ugo Bellavance]

Le 2011-09-30 10:19, Garabed Yegavian a écrit :


Where do I check to see if cron jobs are running?


If you're running Red Hat, Fedora or any compatible distro, have a look 
at /var/log/cron.  I guess that other distros have cron logs, but I 
wouldn't know the exact path.


Ugo

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[otrs] Stats about escalations

[Ugo Bellavance]

Hi,

I'm trying to find out a way to generate a report of the escalation that 
have occured in the last month.


I've managed to get different information on tickets from the tickets 
table, but I don't see any fields that would let me know if the ticket 
has been escalated. There are a few fields starting with 'escalation', 
but according to my tests, they are fields that define when the ticket 
will be escalated, while I'm looking for a way to see if an escalation 
has occured.


The other fields that look interesting are:

- timeout
- until_time

but I can't figure out their use.

Any help would be appreciated.

Thanks,

Ugo

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Re: [otrs] Customer New Ticket View

[Ugo Bellavance]

Le 2011-09-29 10:13, Wagner a écrit :

Hello guys,

i've removed the fields SLA, Queue from the Customer New ticket view,
but now I'm not able to create new tickets, I click in create, and it
returns to the view, as if any field that was required was not filled
up, but there are no red fields, I'm guessing, the Queue field, even
removed, are still required, so the ticket is not created.

Is there a way to change it?

Maybe I've done something wrong while removing this fields

Ps: removed the fields trough Sysconfig


On which version?


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[otrs] Max length of Value textboxes in posmaster filter screen

[Ugo Bellavance]

Hi,

I noticed that the max size of a value textbox in the posmaster filter 
screen is 100




Is there a way to change that, as I would like to add headers that are 
longer than 100 characters.


Thanks,

Ugo

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Re: [otrs] Agent::Escalation Usage - Ticket escalation notification/e-mail

[Ugo Bellavance]

Le 2011-09-21 04:10, Anant Jain a écrit :

Hi,

I noticed this Notification in the "Agent Notification" screen of the
admin. Can someone help in using this?
The end goal is that I (OTRS manager/admin) should receive an e-mail
notification for any ticket escalation due to non action/updation by the
agents.


If I have read correctly, the escalation process only sends notification 
to the agents that would receive updates on the ticket.


You can look at the list archive for details.

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Re: [otrs] Display SLA field but not Service field in ticket creation interface in customer.pl

[Ugo Bellavance]

Le 2011-09-16 20:39, Gerald Young a écrit :

Probably won't show up because the SLA reacts to a change in the service
due to the on change of the Service field.
I don't have a good answer for you unless you want to make your own
select/options (copy/paste from "View Source" from a working .dtl when
you can pick the service.)


Is there a way to give the service a default value?  It wouldn't be that 
bad if it was already set to my "Standard" service.


Thanks,

Ugo

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Re: [otrs] Display SLA field but not Service field in ticket creation interface in customer.pl

[Ugo Bellavance]

Le 2011-09-15 08:41, Gerald Young a écrit :

ServiceID would be a number (see the URL for ID= in services)


The URL has this at the end:

ServiceID=1

I put



But I still can't access the SLAs that are linked with this Service 
(Standard).


I deleted the OTRS cache, my browser cache, logged in/out, still no go.

Thanks for your help.

Ugo

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Re: [otrs] Display SLA field but not Service field in ticket creation interface in customer.pl

[Ugo Bellavance]

Le 2011-08-10 18:45, Gerald Young a écrit :

You can edit the dtl and change the select option to input type=hidden
for the service.


This worked for the type, but when I tried with Service, it doesn't work:

 for type


 for service

Actually, it kind of works, because Service field is not there, but 
since the SLA fields depends on what's in the Service field, I don't see 
my SLAs linked to my "Standard" service.


Thanks,

Ugo


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[otrs] States

[Ugo Bellavance]

Hi,

I'd like to implement new states to help the customer and agents know 
who we're waiting after.  I thought of adding two states: "Waiting for 
agent" and "Waiting for customer".  Then, I'd set the 
Ticket::Frontend::CustomerTicketMessage###StateDefault to "Waiting for 
agent" and Ticket::Frontend::AgentTicketCompose###StateDefault to 
"Waiting for customer".


Does it make sense?

Have I forgotten something?

Thanks,

Ugo

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[otrs] Ticket state depending of ticketfreetime fields

[Ugo Bellavance]

Hi,

Would it be possible to create a genericAgent job that changes the state 
of a ticket depending of what is in a ticketfreetime field?


My idea is that when a ticket is created, our staff must provide the 
customer with an ETA.  However, in the customer interface, there is now 
way to see this field in the overview interface.  So if I could make a 
job that does:


If ETA < $CURRENTDATE
and Ticket State is not closed, then
Change Ticket State to "ETA expired".

Thanks,

Ugo

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[otrs] Fields in CustomerTicketZoom

[Ugo Bellavance]

Hi,

I think I just found out why I had problems adding freetext fields to 
the TicketZoom view of the customer interface 
(http://thread.gmane.org/gmane.comp.otrs.user/35431/focus=35434)


1- The field has to be populated to be displayed.  If it is null, it is 
not displayed.


2- It looks like a mandatory field is not displayed if it has been 
created with a default value.  Once I edit the field after the ticket 
has been created, it is shown.


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Re: [otrs] Field template on creation of different type of the ticket

[Ugo Bellavance]

Le 2011-08-18 08:18, Xiaoxing Meng a écrit :


On the right field called "Ticket Information" on the window after we zoom the 
ticket.
I have included a copy of screen as an attachement, but it is too big and need 
the moderator approval, maybe it will take some time. so I sent you this email.


I don't have such a field.  You're on 3.0.x right?

I the information in my 2.3.x setup, not on my 3.0.x test setup.

I didn't get your e-mail yet.  I guess I'll get it soon.

Thanks,

Ugo


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Re: [otrs] Field template on creation of different type of the ticket

[Ugo Bellavance]

Le 2011-08-18 08:06, Xiaoxing Meng a écrit :

Yes. When I go to the agent interface and zoom on the ticket, I can see the 
software version and other ticket information that I entered in the freefields.


Can you tell me where are those info in the window? Or show a screenshot?

Thanks,

Ugo


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Re: [otrs] Match priority to SLA

[Ugo Bellavance]

Le 2011-08-18 05:20, Muhammad El-Sergani a écrit :

Never worked with SLA's, but maybe u need some sort of Generic agent ,
as well as Postmaster filters?


I already did the Postmaster filters, but I wonder how I should make the 
Generic agent task.


Maybe something like:

Tickets of SLA 1 and not of Priority 1, then set Priority =1
Tickets of SLA 2 and not of Priority 2, then set Priority =2
[...]

?

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Re: [otrs] Field template on creation of different type of the ticket

[Ugo Bellavance]

Le 2011-08-18 05:29, Xiaoxing Meng a écrit :

  I am not sure if I got your problem correctly. But when I creat a ticket, I 
can chose the version of software in a drop down menus that I added or write 
the version in the field that I added in customer interface. It works.


Then, when you go in the user interface and you zoom on the ticket, do 
you see this field?


Thanks,

Ugo

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[otrs] Calendar with half hours

[Ugo Bellavance]

Hi,

Is there a way to configure the calendars so that the business hours are 
8:30AM - 4:30PM?


Thanks,

Ugo

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[otrs] Match priority to SLA

[Ugo Bellavance]

Hi,

How could I match priorities to SLA?

When the ticket is created with a given SLA, I want to have a 
corresponding priority set (for the color).  Of course, if the SLA is 
changed, the priority should also change.


Thanks,

Ugo

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Re: [otrs] Field template on creation of different type of the ticket

[Ugo Bellavance]

Le 2011-08-10 11:43, Xiaoxing Meng a écrit :

When you said you couldn't make it work, dose that mean that you can't see the 
field template that you defined in your customer interface?


Did it work for you?


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Re: [otrs] PostMaster filter to process a TicketTime Value

[Ugo Bellavance]

Le 2011-08-11 09:51, Gerald Young a écrit :

yes, but close your parentheses :)


It works, thanks!

Ugo

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Re: [otrs] Missing Free Fields Link

[Ugo Bellavance]

Le 2011-08-17 16:48, LQ Marshall a écrit :

After our last two upgrades, the "Free Fields" link disappears from the 
tickets. Last time I eventually found that something had been incorrectly set and turned 
them off, but I'm not been so successful with 3.0.x.  I've not been able to find an 
appropriate link in my searches.

Does anyone know where what setting enables the Free Fields button on the 
tickets?


In which interface? Agent? Customer? Both?

Can you see them in the database?


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Re: [otrs] Duplicates... link or merge?

[Ugo Bellavance]

Le 2011-08-15 03:39, Matus UHLAR - fantomas a écrit :

In 2.3, we used to use merge, but when closing one ticket, the other
would need to be closed manually.



Le 2011-08-11 04:11, Lars Jørgensen a écrit :

As far as I know, you don't need to close a merged ticket. The status
"merged" can be considered as "this ticket is merged into another
ticket, and is now closed". Merged tickets don't count as "open"
tickets anywhere in the system.

We merge tickets when several customers complain about the same error
(and we don't have to get back to each of them personally).


On 11.08.11 08:13, Ugo Bellavance wrote:

That's weird. I just made a test on 3.0.9. I merged a ticket to
another one. I closed the "master" (2011030836000124) but the other
(201101243699) remains as status "New", with a comment inside
saying "Merged Ticket 201101243699 to 2011030836000124."


This happened to me when I merged ticket in Raw queue into another
ticket, the ticket was left open. I have set up Raw queue so tickets in
it can't be closed, which should explain why this happened.

Perhaps you have similar setup?


No, I guess I'll have to try Lars's suggestion.

Thanks,

Ugo

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