Search found 34 matches
- 21 Nov 2019, 17:45
- Forum: Help
- Topic: Otrs6 with periods of CPU at 100%
- Replies: 7
- Views: 3772
Re: Otrs6 with periods of CPU at 100%
Hello everyone following my previous post, I changed the CacheCleanup schedule. Regarding the cpu pikes, they are less frequent and last "only" for a minute or two. Apart from that specific ticket, I still haven't found any trigger for what is happening. I have just revisited one of the tw...
- 11 Nov 2019, 11:55
- Forum: Help
- Topic: Change State when customer respond via Email
- Replies: 2
- Views: 1670
Re: Change State when customer respond via Email
Hi Serena I think you can use a GenericAgent triggered by ArticleCreate and filtered by the state. Then you can change the state to the new pretended state. This approach should also "catch" articles created by agents so you can tweak it a little or guarantee that your agents leave the sta...
- 07 Nov 2019, 20:13
- Forum: Help
- Topic: Otrs6 with periods of CPU at 100%
- Replies: 7
- Views: 3772
Re: Otrs6 with periods of CPU at 100%
Hi everyone, Some news here First, no evidence of IO issues. What we found was that CoreCacheCleanup was running at the same time of the system backup. We moved it so it won't overlap. Let's wait for this week's cleanup to see the difference. Additionally, I found an article that induces the reporte...
- 07 Nov 2019, 19:16
- Forum: Help
- Topic: Fulltext search too slow (approx. 20 seconds)
- Replies: 2
- Views: 1684
Re: Fulltext search too slow (approx. 20 seconds)
hi
are you using ticket archive?
If not, you should consider that. I got considerable improvements in search times although some searches (full text with several words) still take their time.
best regards
jorge
are you using ticket archive?
If not, you should consider that. I got considerable improvements in search times although some searches (full text with several words) still take their time.
best regards
jorge
- 04 Nov 2019, 15:15
- Forum: Help
- Topic: Otrs6 with periods of CPU at 100%
- Replies: 7
- Views: 3772
Re: Otrs6 with periods of CPU at 100%
Hi Roy
thanks for the hint. Will ask the guy responsible for the infrastructure to check it out.
But, why isn't it permanent? Why does it happen at random times with no specific pattern?
Thanks
jlima
thanks for the hint. Will ask the guy responsible for the infrastructure to check it out.
But, why isn't it permanent? Why does it happen at random times with no specific pattern?
Thanks
jlima
- 04 Nov 2019, 11:35
- Forum: Help
- Topic: Otrs6 with periods of CPU at 100%
- Replies: 7
- Views: 3772
Re: Otrs6 with periods of CPU at 100%
Hi Roy thanks for your reply Here follows the Daemon Summary plus screen captures of htop and top Hope they provide any light on this Thanks Jorge Gathering summary for all daemons... System configuration sync: Daemon is active. Tasks to be executed in future: There are currently no tasks to be exec...
- 31 Oct 2019, 20:36
- Forum: Help
- Topic: Otrs6 with periods of CPU at 100%
- Replies: 7
- Views: 3772
Otrs6 with periods of CPU at 100%
Hello I have the same problem as described here (https://forums.otterhub.org/viewtopic.php?f=53&p=166163#p166163) , sudden 100% CPU spikes on all four CPUs that can last for 15min. As you can see, I have several Daemon.pl as well as /opt/otrs/bin/c -DFOREGROUND processes choking the server. I do...
- 31 Oct 2019, 19:41
- Forum: General
- Topic: 100% CPU usage after changing the server
- Replies: 25
- Views: 11275
Re: 100% CPU usage after changing the server
Hello I have the same problem, sudden 100% CPU spikes on all four CPUs that can last for 15min. As you can see, I have lots of Daemon as well as /opt/otrs/bin/c -DFOREGROUND processes I don't know what they're doing. Any help would be greatly appreciated. Thanks, Jorge https://i.ibb.co/L8ZpKQj/2019-...
- 02 Mar 2017, 11:54
- Forum: Help
- Topic: Error "Need UserLogin" or "CustomerID"
- Replies: 4
- Views: 2013
Re: Error "Need UserLogin" or "CustomerID"
Just to make sure:
In Admin, in the Customer Management group, you click on "Customer user" and on "Customers". Right?
Please post the Customer part of Config.pm
In Admin, in the Customer Management group, you click on "Customer user" and on "Customers". Right?
Please post the Customer part of Config.pm
- 01 Mar 2017, 12:47
- Forum: Help
- Topic: Error "Need UserLogin" or "CustomerID"
- Replies: 4
- Views: 2013
Re: Error "Need UserLogin" or "CustomerID"
Hi dingler
I'm not sure where you get those errors but I'd check the mapping of your db connection and the
setting in Config.pm
I'm not sure where you get those errors but I'd check the mapping of your db connection and the
Code: Select all
CustomerID => 'customer_id',
- 01 Mar 2017, 12:31
- Forum: Help
- Topic: Customer login authentication using LDAP & local DB
- Replies: 1
- Views: 3101
Re: Customer login authentication using LDAP & local DB
Hi I don't use DB for customer validation so I don't have hands on experience on this but I think that before $Self->{CustomerUser3} = { you need to set up the customer authentication. To validate against DB please check Defaults.pm for the corresponding section. You'll find someting like $Self->{'C...
- 27 Feb 2017, 16:16
- Forum: Help
- Topic: Mail fetching problem (after upgrade to 5.0.16)
- Replies: 4
- Views: 2581
Re: Mail fetching problem (after upgrade to 5.0.16)
otrs. Is it normal to have these many? otrs@ubuntu:~$ ps -ef |grep Daemon otrs 5183 1 0 Feb17 ? 00:08:16 /usr/bin/perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 69445 5183 14 14:15 ? 00:00:01 /usr/bin/perl -X /opt/otrs/bin/otrs.Daemon.pl start otrs 69449 5183 21 14:15 ? 00:00:01 /usr/bin/perl -X /o...
- 27 Feb 2017, 14:51
- Forum: Help
- Topic: OTRS 5.0.16 Mail Fetching problem
- Replies: 10
- Views: 4725
Re: OTRS 5.0.16 Mail Fetching problem
There could be other issues for this, e.g. a missing configuration rebuild. trying that line of thought... otrs@ubuntu:~$ bin/otrs.Console.pl Maint::Config::Rebuild Rebuilding the system configuration... Done. otrs@ubuntu:~$ bin/otrs.Console.pl Maint::Daemon::Summary Gathering all daemons summary.....
- 27 Feb 2017, 14:42
- Forum: Help
- Topic: Mail fetching problem (after upgrade to 5.0.16)
- Replies: 4
- Views: 2581
Re: Mail fetching problem (after upgrade to 5.0.16)
I guess you meant Console.pl
Code: Select all
otrs@ubuntu:~$ bin/otrs.Console.pl Maint::Database::Check
Trying to connect to database 'DBI:Pg:dbname=otrs;host=upg02;' with user 'otrs'...
Connection successful.
- 27 Feb 2017, 13:24
- Forum: Help
- Topic: OTRS 5.0.16 Mail Fetching problem
- Replies: 10
- Views: 4725
Re: OTRS 5.0.16 Mail Fetching problem
I agree that the problem should be there but
1) I didn't change any cron task
2) the logs show some activity going on (please see viewtopic.php?f=62&t=34587)
1) I didn't change any cron task
2) the logs show some activity going on (please see viewtopic.php?f=62&t=34587)
- 27 Feb 2017, 13:23
- Forum: Help
- Topic: Mail fetching problem (after upgrade to 5.0.16)
- Replies: 4
- Views: 2581
Mail fetching problem (after upgrade to 5.0.16)
Hi after upgrading to 5.0.16 otrs is failing to automatically fetch email. Although I get password errors in the logs, it fetches ok if I do it manually. It seems that otrs is using a password defined elsewhere when using the Daemon. Any ideas on where could be my misconfiguration? In /var/log/syslo...
- 27 Feb 2017, 12:47
- Forum: Help
- Topic: OTRS 5.0.16 Mail Fetching problem
- Replies: 10
- Views: 4725
Re: OTRS 5.0.16 Mail Fetching problem
I have the same problem. OTRS is not fetching emails. @g0rkata did you solve it? My difference being the output of Daemon::Summary not showing any tasks otrs@ubuntu:~$ bin/otrs.Console.pl Maint::Daemon::Summary Gathering all daemons summary... Tasks to be executed in future: NAME TYPE TO EXECUTE AT ...
- 24 Feb 2017, 13:24
- Forum: Help
- Topic: RegExp in ACL 'Change settings'
- Replies: 0
- Views: 878
RegExp in ACL 'Change settings'
Hi I need to use matched text in the Change settings of an ACL. Is it possible? I have Match as [regexp]^(\d\d) And I need to include those two digits in the Change settings. So i wrote [regexp]\1\d\d In the agent interface I get an 'Internal Server Error' when the agent opens the form that would us...
- 23 Feb 2017, 19:30
- Forum: General
- Topic: RegExp in ACL 'Change settings'
- Replies: 0
- Views: 1137
RegExp in ACL 'Change settings'
Hi I need to use matched text in the Change settings of an ACL. Is it possible? I have Match as [regexp]^(\d\d) And I need to include those two digits in the Change settings. So i wrote [regexp]\1\d\d In the agent interface I get an 'Internal Server Error' when the agent opens the form that would us...
- 05 Dec 2014, 19:34
- Forum: Help
- Topic: ACLs to control 3 cascading dropdowns
- Replies: 4
- Views: 14130
Re: ACLs to control 3 cascading dropdowns
does OTRS supports autocomplete?
how can it be implemented?
how can it be implemented?
- 05 Dec 2014, 18:38
- Forum: Help
- Topic: ACLs to control 3 cascading dropdowns
- Replies: 4
- Views: 14130
Re: ACLs to control 3 cascading dropdowns
Hi Crythias
what do you mean by "fuzzy search implementation"?
what do you mean by "fuzzy search implementation"?
- 05 Dec 2014, 18:14
- Forum: Help
- Topic: ACLs to control 3 cascading dropdowns
- Replies: 4
- Views: 14130
ACLs to control 3 cascading dropdowns
Hi I need to have a 3 level category hierarchy (Cat - SubCat - SubSubCat) and I'm using dropdowns to store all this data I'm using ACLs to limit the items in the subCat according to the selected Cat And also ACLs to limit the SubSubCats according to the selected SubCat Everything is OK if the user s...
- 04 Dec 2014, 17:23
- Forum: Help
- Topic: Generic Agent match empty dropdown
- Replies: 2
- Views: 1603
Re: Generic Agent match empty dropdown
hi reneeb
thanks for your reply
I've several forms that allow to select next state.
I could make this dropdown mandatory but, if the next state isn't 'closed', it's ok not to have it filled.
As I don't speak perl, I think i'll have to choose another way
thanks anyway
jlima
thanks for your reply
I've several forms that allow to select next state.
I could make this dropdown mandatory but, if the next state isn't 'closed', it's ok not to have it filled.
As I don't speak perl, I think i'll have to choose another way
thanks anyway
jlima
- 04 Dec 2014, 15:15
- Forum: Help
- Topic: Generic Agent match empty dropdown
- Replies: 2
- Views: 1603
Generic Agent match empty dropdown
Hi I want to check whether a certain dropdown is empty when a ticket is closed and, in that case, add a note to the ticket and reopen the ticket. I set up a generic agent job that is triggered by a state change with filter set to Closed successful action set new state to open and add note xxx but I ...
- 16 Sep 2014, 11:44
- Forum: Developers
- Topic: bug in DynamicFieldRemoteDB?
- Replies: 4
- Views: 4052
bug in DynamicFieldRemoteDB?
Hi I want to create a stats report that counts how many tickets were created last week per DynamicFieldRemoteDB value. when I run the report I get the following error Can't locate object method "StatsSearchFieldParameterBuild" via package "Kernel::System::DynamicField::Driver::RemoteD...
- 10 Sep 2014, 14:43
- Forum: Developers
- Topic: DynamicFieldRemoteDB with filter
- Replies: 3
- Views: 6305
Re: DynamicFieldRemoteDB with filter
hi tto
thanks for your reply
1) I'll talk to my boss
2) I think you're suggesting I merge the three combos (cat + subCat + problem) into one. In that case I'll have a huge list that I don't think my agents will accept. Or didn't I understand your idea?
best regards
Jorge
thanks for your reply
1) I'll talk to my boss
2) I think you're suggesting I merge the three combos (cat + subCat + problem) into one. In that case I'll have a huge list that I don't think my agents will accept. Or didn't I understand your idea?
best regards
Jorge
- 10 Sep 2014, 13:15
- Forum: Developers
- Topic: DynamicFieldRemoteDB with filter
- Replies: 3
- Views: 6305
DynamicFieldRemoteDB with filter
Hi I have two dynamic fields (category and subCategory) that are filed by the agent when picking a ticket. I need to have another dynamic field (problem) with a selection of the problems reported on the last 7 days in the selected cat+subCat combination. For this last field I'm considering to use a ...
- 09 Sep 2014, 19:20
- Forum: Developers
- Topic: New: DynamicFieldITSMConfigItem & DynamicFieldRemoteDB
- Replies: 14
- Views: 52205
Re: New: DynamicFieldITSMConfigItem & DynamicFieldRemoteDB
it rocks!
major dificulty was figuring out that the dsn for postgres is
DBI:Pg:database=otrs;host=localhost;
now I can create a view and point the dynamic field to that view and voilá
thank you for the add-on
major dificulty was figuring out that the dsn for postgres is
DBI:Pg:database=otrs;host=localhost;
now I can create a view and point the dynamic field to that view and voilá
thank you for the add-on
- 09 Sep 2014, 16:23
- Forum: Developers
- Topic: New: DynamicFieldITSMConfigItem & DynamicFieldRemoteDB
- Replies: 14
- Views: 52205
Re: New: DynamicFieldITSMConfigItem & DynamicFieldRemoteDB
Hi
I think that this add-on is what I need but the manual is in German. Can you summarize I need to put it to work?
What configurations do I need to change? How do I connect it to a DB to get data?
thanks in advance
jlima
I think that this add-on is what I need but the manual is in German. Can you summarize I need to put it to work?
What configurations do I need to change? How do I connect it to a DB to get data?
thanks in advance
jlima
- 03 Jul 2014, 22:08
- Forum: Help
- Topic: Customer group membership via LDAP
- Replies: 12
- Views: 7472
Re: Customer group membership via LDAP
THANKS !! I've already made some changes in the mappings to reflect my LDAP properties BUT I haven't created any entry in this table. in mapping there are three entities: var, frontend and storage Storage refers to the LDAP property, What about the other two? Do I need to declare them elsewhere or a...
- 03 Jul 2014, 21:53
- Forum: Help
- Topic: Customer group membership via LDAP
- Replies: 12
- Views: 7472
Re: Customer group membership via LDAP
crythias, assuming I get an LDAP field, how can I use it to associate customers with groups?
thanks in advance for your help
jlima
thanks in advance for your help
jlima
- 03 Jul 2014, 16:24
- Forum: Help
- Topic: Customer group membership via LDAP
- Replies: 12
- Views: 7472
Re: Customer group membership via LDAP
I meant "any field already in use and with data". The thing is that I don't want to edit each and every customer record.
And I'm not that comfortable with LDAP.
jlima
And I'm not that comfortable with LDAP.
jlima
- 03 Jul 2014, 16:00
- Forum: Help
- Topic: Customer group membership via LDAP
- Replies: 12
- Views: 7472
Re: Customer group membership via LDAP
Hi crythias and thanks for your fast reply The only real reason you'd need that is queue access. that's the case. I want to limit the queues of each customer according to his profile. The profile is determined by the ldap branch where otrs validated his login. If you're considering that, remember th...
- 03 Jul 2014, 14:06
- Forum: Help
- Topic: Customer group membership via LDAP
- Replies: 12
- Views: 7472
Re: Customer group membership via LDAP
Hi I have about 3000 customers registered in different branches of my LDAP and I need to, automatically, associate them to their groups using the LDAP branch as a criteria. What beverrm described is a match to my needs. Are there any developments on this subject? any new feature? any workaround? bes...