Search found 159 matches

by CSL
03 Sep 2014, 17:21
Forum: Howtos
Topic: Disable OTRS Rich Text Editor (CKEditor) Right-Click Menu
Replies: 4
Views: 20328

Disable OTRS Rich Text Editor (CKEditor) Right-Click Menu

We upgraded to OTRS 3.3 recently and the biggest complaint from our users was the CKEditor (rich text editor) right-click context menu. This overrides the web browser's own right-click menu with CKEditor's copy and paste commands, which has the annoying side-effect of preventing you from using autom...
by CSL
29 Mar 2013, 18:33
Forum: Help
Topic: Disk space usage on otrs
Replies: 2
Views: 2502

Re: Disk space usage on otrs

I've been trying to find out about this myself. I still use DB storage for articles, and the article_plain table accounts for ~60% of the size of our DB. OTRS support have told me that they do not recommend removing its contents as it could affect the proper running of the system. This is fair enoug...
by CSL
29 Mar 2013, 13:24
Forum: Help
Topic: [SOLVED] ERROR: relation "support_bench_test" does not exist
Replies: 5
Views: 1497

Re: ERROR: relation "support_bench_test" does not exist

Not sure about this exact error, as I don't use Postgres, but the support_bench_test table should exist if you've ran the DB benchmark tool. It's literally just two columns in the following format: Table: support_bench_test Columns: name_a varchar(60) name_b varchar(60) Garbage data like '1111' and ...
by CSL
26 Mar 2013, 17:37
Forum: Help
Topic: Upgrading OTRS From 3.0.10 to 3.2.3 CENTOS 6.3
Replies: 6
Views: 1350

Re: Upgrading OTRS From 3.0.10 to 3.2.3 CENTOS 6.3

It's inside the otrs directory; on centos/redhat systems it will probably be in /opt/otrs/UPGRADING

Failing that, just download the otrs source again and extract the tar.gz archive. The UPGRADING file will be inside.
by CSL
25 Mar 2013, 11:52
Forum: Help
Topic: CSS not rendering
Replies: 2
Views: 755

Re: CSS not rendering

You need to make sure that your browser's user-agent is getting through to the OTRS server intact, and that the firewall isn't stripping this from the request. I use this small script I found online to show all received headers: <?php foreach($_SERVER as $h=>$v) if(ereg('HTTP_(.+)',$h,$hp)) echo "<l...
by CSL
22 Mar 2013, 14:40
Forum: Help
Topic: Session Cookies
Replies: 2
Views: 1055

Re: Session Cookies

I'm pretty sure the code will just take the configured domain for otrs and use that as the domain for the session cookie. I don't know how you'd change that, probably in the session or authentication perl modules. One way to do this might be to have a very short session idle logout time, say 15 or 2...
by CSL
22 Mar 2013, 13:44
Forum: Help
Topic: Error 1146: Table otrs.dynamic_field doesn't exist
Replies: 4
Views: 797

Re: Error 1146: Table otrs.dynamic_field doesn't exist

You need to upgrade from 3.0.x to 3.1.x first. The upgrades are incremental and need to be performed like: 3.0 -> 3.1 -> 3.2 etc. I think it says so in the UPGRADING file inside the otrs directory. It's complaining that it can't find dynamic fields, because these are created in the upgrade from 3.0 ...
by CSL
21 Mar 2013, 20:00
Forum: Help
Topic: Upgrade from 3.0 to 3.1 - DB Migration Fails
Replies: 5
Views: 1638

Re: Upgrade from 3.0 to 3.1 - DB Migration Fails

I'm going to have to go through this myself soon, so it's good to hear from someone migrating a large DB from 3.0 to 3.1. That error 'MySQL has gone away' is annoyingly vague, but usually results from an insufficient number of connections. However, in my experience, MySQL statements with incorrect s...
by CSL
18 Mar 2013, 14:55
Forum: Help
Topic: Can't get generic agent to find tickets
Replies: 1
Views: 804

Re: Can't get generic agent to find tickets

The Title search field will generate a LIKE statement in this format: LIKE '%searchterm%' If you put more than one word without any quotes, someword1 someword2, it will generate: AND (((st.title LIKE '%someword1%' ) AND (st.title LIKE '%someword2%' ) )) If you put them in SINGLE quotes, 'someword1 s...
by CSL
13 Mar 2013, 17:33
Forum: Help
Topic: Making OTRS changes...
Replies: 6
Views: 2020

Re: Making OTRS changes...

If you're on version 3 at least, then this setting may be useful for you: Sysconfig -> Framework -> Core::Session -> SessionUseCookie "Makes the session management use html cookies. If html cookies are disabled or if the client browser disabled html cookies, then the system will work as usual and ap...
by CSL
12 Mar 2013, 16:28
Forum: Help
Topic: Making OTRS changes...
Replies: 6
Views: 2020

Re: Making OTRS changes...

Please, let me try to explain why asking it this way is not going to get you far, and why your employer has unreasonable demands of a new employee unfamiliar with otrs. 1. Why this isn't going to get you very far: You've basically said (eloquently and politely, but still) to a forum of volunteers: "...
by CSL
07 Mar 2013, 14:20
Forum: Help
Topic: Agent as well the Cx does not receiving mail
Replies: 1
Views: 376

Re: Agent as well the Cx does not receiving mail

Hi, It's a bit difficult to see where you're problem is from your description, I take that Cx is a customer that you've added? If so, you're asking why your agent hasn't' received a new ticket notification when the customer created a new ticket in a queue? They need to have this enabled in their pre...
by CSL
07 Mar 2013, 13:54
Forum: General
Topic: Reference site in/near Oxford?
Replies: 2
Views: 583

Re: Reference site in/near Oxford?

Hi, You may not have much luck asking this type of thing: usually, site-visits are done when both parties can benefit each other (eg, show me your set up with product A and we'll show you ours with product B) or if the other company is looking to improve relations, or the visit is organised by the v...
by CSL
27 Feb 2013, 19:38
Forum: Help
Topic: Stats module issue
Replies: 4
Views: 1035

Re: Stats module issue

This is how I'd go about troubleshooting this. Create new, blank OTRS system running at the same version as the system that has the issue (3.2.2). Enable the MySQL general log. Enable debug level logging in Apache. First, empty both the MySQL general log and the Apache error_log using (cat /dev/null...
by CSL
27 Feb 2013, 13:38
Forum: Help
Topic: Report MySQL statements?
Replies: 1
Views: 309

Re: Report MySQL statements?

Hi, You can do this with the MySQL general log. It records all statements run on the database, making it ideal for investigation / troubleshooting. I've done exactly what you describe - used it to look at the commands OTRS runs for its stats in order to build my own. You can turn on the MySQL genera...
by CSL
22 Feb 2013, 13:18
Forum: Help
Topic: SegFault error when sending emails
Replies: 2
Views: 545

Re: SegFault error when sending emails

It would probably be worth turning on debug level logging in apache to see if you can get any more concrete info on this error, and possibly pinpoint which module / script could be causing it. If you can't gain anything more from the logs, then I think your best bet is to upgrade your system to the ...
by CSL
22 Feb 2013, 13:08
Forum: Help
Topic: Upload file raise 500 Internal Server error
Replies: 1
Views: 1486

Re: Upload file raise 500 Internal Server error

I'd think that your webserver must be logging some kind of error for this. The error log (could be stored in /var/log/httpd/error_log) should contain the error at least, and hopefully something pointing to the cause. OTRS will log to syslog by default, so you could check that, or a far better way is...
by CSL
22 Feb 2013, 12:58
Forum: Help
Topic: Slow performance on the database
Replies: 9
Views: 1967

Re: Slow performance on the database

Check your database status: memory use, cache use, thread creation, cache sizes, etc. Check for swap use on the machine (any swap use is generally not good). Check database size - is it larger than 9GB? If so, your OS isn't going to be able to cache everything it will want to, and you'll probably be...
by CSL
15 Feb 2013, 18:15
Forum: Help
Topic: Custom Field for Ticket Close Time
Replies: 6
Views: 4090

Re: Custom Field for Ticket Close Time

No problem; I use a separate query to first generate the list of ticket ID's that I want the close times for, and then run the query I gave above for each separate ticket ID to get their close time. It runs in about a second for several thousand tickets, so I don't have any issues with performance. ...
by CSL
15 Feb 2013, 17:20
Forum: Help
Topic: Custom Field for Ticket Close Time
Replies: 6
Views: 4090

Re: Custom Field for Ticket Close Time

This data is stored within OTRS: just not in the ticket table. It's stored in the ticket_history table, because closing a ticket is merely changing its state to 'closed', and records of all changes made to tickets are logged in the ticket_history table. You can find this data by looking for the late...
by CSL
13 Feb 2013, 19:03
Forum: Howtos
Topic: Improved Fulltext Search (MySQL Only)
Replies: 5
Views: 22819

Re: Improved Fulltext Search (MySQL Only)

Hi, glad to see someone giving it a shot, The query you should see if the modifications are successful is something like this: SELECT DISTINCT st.id, st.tn, st.create_time_unix FROM ticket st, queue sq , article art WHERE sq.id = st.queue_id AND st.id = art.ticket_id AND sq.group_id IN (2, 3, 4, 5, ...
by CSL
16 Oct 2012, 11:30
Forum: Help
Topic: why ticket watch function show to everyone
Replies: 3
Views: 554

Re: why ticket watch function show to everyone

These settings are avaliable in:
Ticket -> Frontend::Agent::ToolBarModule

The one you are looking for is:
Frontend::ToolBarModule###7-Ticket::TicketWatcher

Uncheck it and the toolbar module will no longer be used.
by CSL
15 Oct 2012, 12:37
Forum: Help
Topic: Can't log in after full disk crash
Replies: 13
Views: 1816

Re: Can't log in after full disk crash

I'd run delete cache: perl /opt/otrs/bin/otrs.DeleteCache.pl And rebuid config: perl /opt/otrs/bin/otrs.RebuildConfig.pl In case the system is still trying to serve malformed cache files. Further than this, the apache log should identify the problem. Also check the OTRS log to see if there are any r...
by CSL
15 Oct 2012, 10:46
Forum: Help
Topic: Can't log in after full disk crash
Replies: 13
Views: 1816

Re: Can't log in after full disk crash

This means that the javascript files needed for the login page to function are not being served by the webserver, possibly because they are corrupted. After something like this you should check both the integrity of your database(s) and the integrity of the file system. Mysqlcheck should do this for...
by CSL
04 Oct 2012, 11:23
Forum: Help
Topic: Tickets marked closed not appearing in Closed Tab
Replies: 3
Views: 932

Re: Tickets marked closed not appearing in Closed Tab

When the 'closed' button is clicked in Ticket Status View, an SQL command that contains a line like the following is ran to retrieve the ticket list: AND st.ticket_state_id NOT IN ( 1, 4, 6 ) This excludes all open, new, and pending states to leave only the 'closed' tickets left. If you have set you...
by CSL
03 Oct 2012, 10:52
Forum: Help
Topic: Tickets marked closed not appearing in Closed Tab
Replies: 3
Views: 932

Re: Tickets marked closed not appearing in Closed Tab

I'm not sure why you would need to have done this? Surely the in-built 'Closed' state is exactly the same as this?

Is the state type of Closed set to "Closed" (with a capitol C ?) If so, change it to "closed" (lower case C) and check to see if that works.
by CSL
02 Oct 2012, 11:20
Forum: Help
Topic: How to delete changes & change Change count
Replies: 11
Views: 1444

Re: How to delete changes & change Change count

You need to run the perl.exe file, which is not in the OTRS bin directory. On my windows VM it is located here: C:\Program Files\OTRS\StrawberryPerl\perl\bin\perl.exe And the file script you want to run is: C:\Program Files\OTRS\OTRS\bin\otrs.ITSMDeleteChanges.pl Along with the command line argument...
by CSL
27 Sep 2012, 11:43
Forum: Help
Topic: Configitem Performance Issues
Replies: 4
Views: 974

Re: Configitem Performance Issues

I'm not sure about deleting those rows from the xml_storage table; I don't use config management, so don't know what they are for. I'd think they were there for a reason though, and deleting them could cause something to break. MySQL should be able to handle that number of rows as long as you have c...
by CSL
27 Sep 2012, 11:16
Forum: Help
Topic: GenericAgent.pl No such file...
Replies: 10
Views: 2070

Re: GenericAgent.pl No such file...

Sounds like crythias has got to the bottom of it; you need to disable selinux on your OTRS server, it's part of the INSTALL file instructions. Selinux only provides enhanced security if you have set it up correctly and know what you are doing with it, otherwise it will only cause problems.
by CSL
26 Sep 2012, 12:37
Forum: Help
Topic: After login i get this error message: Can't create director
Replies: 13
Views: 3393

Re: After login i get this error message: Can't create dire

You permissions are incorrect: run the /opt/otrs/bin/otrs.SetPermissions.pl script with appropriate arguments for your environment (can be found in the INSTALL file).
by CSL
25 Sep 2012, 16:58
Forum: Help
Topic: [Solved ]Please help on OTRS Escalation email notifications
Replies: 8
Views: 2536

Re: Please help on OTRS Escalation email notifications

Apart from that it's run by cron, and not by apache & mod_perl, there should be no difference between running it manually or via the scheduler as far as I know. What happens if you run the command from the cron file inside the terminal as root? Does it print any errors or does it do exactly the same...
by CSL
25 Sep 2012, 16:06
Forum: Help
Topic: How can i remove Admin Menu Tabs
Replies: 4
Views: 449

Re: How can i remove Admin Menu Tabs

My mistake - good to know you don't have to resort to file changes for this.
by CSL
25 Sep 2012, 12:48
Forum: Help
Topic: How can i remove Admin Menu Tabs
Replies: 4
Views: 449

Re: How can i remove Admin Menu Tabs

You'll have to edit the dtl file that creates the admin page. I'm not sure which it is off the top of my head, but it will be inside /opt/otrs/Kernel/Output/HTML/Standard/ You can use an HTML inspection tool to view the HTML you want to remove, and grep for it inside that folder to find the right fi...
by CSL
25 Sep 2012, 12:48
Forum: Help
Topic: [Solved ]Please help on OTRS Escalation email notifications
Replies: 8
Views: 2536

Re: Please help on OTRS Escalation email notifications

The first thing that comes to mind is that your generic agent ticket filter might not have the right criteria to identify these tickets. What criteria are you using under 'ticket filter?' If you run a normal ticket search with the same criteria, does it find the tickets you want, or does nothing app...
by CSL
25 Sep 2012, 11:05
Forum: Help
Topic: How to delete changes & change Change count
Replies: 11
Views: 1444

Re: How to delete changes & change Change count

the same as you would on Linux: perl ITSMChangeDelete.pl if the perl command isn't path'd (if you open up cmd and type 'perl -v' and it can't find the command) you will have to cd to the perl bin directory where the perl executable is, and then run it from there with the full path to the perl script.
by CSL
25 Sep 2012, 10:52
Forum: Help
Topic: Configitem Performance Issues
Replies: 4
Views: 974

Re: Configitem Performance Issues

Are you experiencing performance issues just now? If not, then I wouldn't worry about it. The table in question is only used when working with changes as you say, so it shouldn't affect the rest of the system. Three million rows should be no problem for a well configured MySQL instance running on ca...
by CSL
24 Sep 2012, 16:44
Forum: Help
Topic: Can OTRS supports Android Mobile phones
Replies: 4
Views: 1278

Re: Can OTRS supports Android Mobile phones

The iPhone handler will also support apps written for Android. It just provides a different method to connect to OTRS, and is not iPhone specific. There are a few available from Google's Play store that can use it; searching for 'OTRS' there should turn them up.
by CSL
24 Sep 2012, 16:39
Forum: Help
Topic: Costomer front end - problems with atachment upload
Replies: 3
Views: 512

Re: Costomer front end - problems with atachment upload

32 bit versions of those programs should work fine on a 64 bit OS. If you have no specific reason for using 32 bit versions, then you should be running 64 bit though, especially if you have a large amount of RAM available. If you have a general performance problem I'd start with the basics, eg how m...
by CSL
20 Sep 2012, 17:25
Forum: Help
Topic: Generic Agent - filter by text - weird behaviour
Replies: 2
Views: 1947

Re: Generic Agent - filter by text - weird behaviour

Is this using fulltext search on OTRS 3.x? As far as I know, the fulltext field in generic agent should be the same as the fulltext field in normal ticket search. They both employ an SQL LIKE statement to search across article bodies, subjects, To, CC, etc. You say the normal ticket search returns t...
by CSL
20 Sep 2012, 12:19
Forum: Help
Topic: [Solved]Search in Customer is different from search in Agent
Replies: 3
Views: 396

Re: Search in Customer is different from search in Agent

Do you have Customer group support enabled? This would limit the tickets that the customer can see to the specific queues assigned to their group. If not, then your customer will be able to see (by default) all tickets that have been assigned their Customer ID in the 'Company Tickets' view. If you a...
by CSL
20 Sep 2012, 12:13
Forum: Help
Topic: Does anyone familiar with "batch"function?
Replies: 3
Views: 567

Re: Does anyone familiar with "batch"function?

You can change this by going into sysconfig: Ticket -> Frontend::Agent::Ticket::ViewBulk You can set: Ticket::Frontend::AgentTicketBulk###RequiredLock To 'No' so that it won't automatically lock the tickets. Only thing is then that an agent performing bulk actions on tickets won't have them automati...
by CSL
20 Sep 2012, 11:06
Forum: Help
Topic: Does anyone familiar with "batch"function?
Replies: 3
Views: 567

Re: Does anyone familiar with "batch"function?

Yep, this is what the batch function does. It locks the ticket, sets the owner to the agent who initiated it, and then presents them with the batch options. I don't know of a way of undoing this quickly, so if he's done it by mistake, then he'll probably have to batch unlock the tickets (perform a b...
by CSL
18 Sep 2012, 17:14
Forum: Help
Topic: Easy upgrade
Replies: 2
Views: 555

Re: Easy upgrade

Upgrading OTRS is never easy, unfortunately. The distro you are on doesn't make a difference as long as it's linux and supports a package manager (yum, apt, rpm, etc). The way to make it as painless as possible for yourself is also something most companies won't find acceptable: Don't change anythin...
by CSL
18 Sep 2012, 11:35
Forum: Help
Topic: GenericAgent.pl No such file...
Replies: 10
Views: 2070

Re: GenericAgent.pl No such file...

From section 7 of the INSTALL file in the OTRS directory: Wbserver with www-data user (e. g. Debian, Ubuntu): shell> bin/otrs.SetPermissions.pl --otrs-user=otrs --web-user=www-data --otrs-group=www-data --web-group=www-data /opt/otrs The owner (first name listed) of the directory and all files shoul...
by CSL
18 Sep 2012, 11:21
Forum: Help
Topic: Agent get email notification for each new ticket
Replies: 1
Views: 369

Re: Agent get email notification for each new ticket

Have a read of the admin manual first:
http://doc.otrs.org/3.1/en/html/

This is a basic feature that is covered in there.
by CSL
18 Sep 2012, 11:00
Forum: Help
Topic: [CLOSED]Customer should change there data
Replies: 6
Views: 1195

Re: Customer should change there data

I wouldn't worry about this: let them email you from the new address if it changes. You will see a ticket from an unknown customer that you can then identify as being the same one, and update their details accordingly with this new address. If your agents have access to change customer information t...
by CSL
17 Sep 2012, 18:45
Forum: Help
Topic: Notify Original Customer
Replies: 6
Views: 948

Re: Notify Original Customer

You could use a dynamic field to store the 'original requester' but this seems like a bad solution. If these customers all have the same customer ID as jojo said, then they should be able to see each other's tickets in the customer interface and check on their progress / resolution.
by CSL
17 Sep 2012, 18:41
Forum: Help
Topic: [CLOSED]Customer should change there data
Replies: 6
Views: 1195

Re: Customer should change there data

Customer emails in a request to change / update their details?

Agent emails the customer and asks if their details are up to date?
by CSL
17 Sep 2012, 18:39
Forum: Help
Topic: Calling Logout from other Systems, how to do it?
Replies: 4
Views: 1740

Re: Calling Logout from other Systems, how to do it?

If you change Framework -> Core::Session - SessionUseCookie To 'No' then your sessions ID's will be stored directly inside the URL itself instead of using cookies. If you can get the current URL that they are using to access OTRS, then you should then be able to call the logout command with it, allo...
by CSL
10 Sep 2012, 18:10
Forum: Help
Topic: Question: What is the "PostMasterUserID"? [solved]
Replies: 3
Views: 728

Re: Question: What is the "PostMasterID"?

Yes: it's a user ID. I agree that the manual and 'hint' help do not tell you anything about what this is. I found out by accident when helping someone on here. It sets the default owner of all new tickets that are created by the postmaster process (eg imported via email fetch). It's set to 1 by defa...