Znuny and ((OTRS)) Community Edition

Hello, I'm a newbie as well :) Even though the ticket is marked as SOLVED I am still confused.... :? We have around 100k tickets in our database but less than 6000 open tickets the rest are closed or archived. Should we use StaticDB or RuntimeDB? Thank you! Andrei Hi Andrei, To clarify, the documen...

crythias wrote:I could be wrong, but I would take it to mean open ever, or just *tickets*.

That's where I was leaning, but I wanted to make sure. I've lost count of the number of times I've bungled code because of an assumption. :lol:

Thanks for the input!

crythias wrote:It is not likely that a ticket will be deleted without Generic Agent being used.

Sorry, I should have mentioned it before. We are using Generic Agensts on the junk queues to clear them out regularly.

Hello, I just wanted to get some clarification on the performance tuning documentation about switching ticket index backends. Reference: http://otrs.github.io/doc/manual/admin/3.2/en/html/performance-tuning.html My OTRS database is getting fairly large (a sql dump file is 9.6GB). The ticket table is...

Okay, I will let the users know. Thank you for clarifying!

Hello, A user reported that a ticket was no longer displaying in OTRS. Here is what I found: 1. The provided ticket number was not in the ticket table. 2. The user said other tickets had been merged into it. I reviewed the ticket_history table and found entries for four other tickets had been merged...

Hello, We have a few dynamic fields that we want to be able to include in statistics, but only one of them is displaying. I can't seem to figure out how to make the others display. I've cleared the cache and made sure all of the fields are ticket types as per the threads http://forums.otterhub.org/v...

crythias wrote:Each queue followup on close
Possible: "Thanks" reopens
No/Reject: "Thanks" rejected
New ticket: "Thanks" creates a new ticket.

Thanks crythias! This tells me what I needed to know.

Whenever a customer replies to a ticket, it reopens it. My agents are saying they like the feature when some new info comes in, but most of the time it's just customers saying thanks for fixing the problem and the agents then have to go back in and re-close the ticket. I haven't found much in the co...

With editing you do not mean "editing articles"? That would be a different cup of tea and not possible. But making it possible to add a note on locked tickets (locked to other agents) is just some small code change; done that before. Also for closing (i.e. doing a state change) I see no p...

Sorry for the late reply... @crythias: Okay, thanks. I'm still not very familiar with what the Generic Agent's capabilities are so that's good to know. @ferrosti: The override would only be for supervisors; we wanted to keep locking as-is for everyone else. But, so long as they can reassign the tick...

Fair enough. I'd still like to give supervisors more direct oversight though. I know I can change the ticket lock time per queue... Can the GenericAgent (or some other service) automatically set ticket watching and/or responsibility?

Is there a way to create a super agent in OTRS that can access (edit/respond/close/etc) any ticket even if it's locked? It's something we'd like to have for one or two people (supervisors), but not everyone.

Thanks,
-interploy

Optimally: remove .dist from all files (per INSTALL instructions). Secondarily, you can build crontab -e -u otrs yourself from copy/paste note that Cron.sh stop empties the cron, so... also, if you're lazy, you can just cat *.dist > mycrontab Cron.sh start otrs Ach, I completely missed that step in...

If I copy the cron job info into /etc/crontab manually, (commands run as the otrs user of course), would that have any adverse effects on OTRS in terms of logging or other background processing?

bin/Cron.sh restart otrs this concatenates all files on otrs/var/cron that do not have .dist appended to the filename. I haven't made any modifications to files in otrs/var/cron/ and it only has .dist files in it. Do I have to make copies of these files without the .dist and then rerun the Cron.sh ...

Hi, I recently moved servers to CentOS 6.3 and updated to OTRS 3.2.3 and it's mostly good, but the cron jobs are not running. When I do the command bin/Cron.sh restart otrs (from the /opt/otrs dir), I get the output like it's working: /opt/otrs Cron.sh - start/stop OTRS cronjobs - <$Revision: 1.22 $...

After re-installing the Support package the support_bench_test table appeared in the db. I took the site down briefly to run the normal benchmark and everything is working as expected (and with good times too :) ). Thanks CSL and jojo!

I've finished the data migration and the new server seems pretty responsive so far. Though I won't be able to test this now, I'm still curious if there's a solution/explanation to this error.

Thanks!
-interploy

And thanks in advance :) -interploy

Hi, I was looking at the Support Assessment area and saw the SQL benchmark tool. Having recently done (what I thought) was some optimizations to my PostgreSQL config, I ran the tests, and these were my results: Insert Time: 10000 10 s :-( Should not take more than 5's on an average system. Update Ti...

Left join select? okay... :) Since there's only one value assigned per dynamic field (usually?) you probably could just join directly. I used separate selects so I would only get one row back for each ticket instead of two. I admit there's probably a less verbose way to do it, but this works for wh...

For anyone interested, this is the new view I ended up creating: CREATE OR REPLACE VIEW helpdesk_view AS SELECT t.id, v.name AS validity, q.name AS queue_name, t.tn AS ticket_number, t.title, y.name AS type, u.login AS agent, p.name AS ticket_priority, s.name AS ticket_state, d1.value_int AS atypon_...

crythias wrote:I posted the relationship ... somewhere and forgot to bookmark it.
viewtopic.php?f=53&t=16009&p=77686#p77686

This is just what I was trying to figure out. Thank you so much!

Thanks, I'll try that.

Was there ever a resolution for this because I have a similar situation. We'd like to have all open tickets viewable, locked or unlocked, for a specific queue.

Thanks,
-inteprloy

No thoughts on this at all? Is it even feasible...? I'm in the process of upgrading to v3.2.3, though from my tests insofar it doesn't look like there's a direct relationship between the ticket table and the dynamic_fields table. If there is no direct connection, what might the repercussions be if I...

Hello, I've been tasked with creating a postgreSQL database view for an odbc connection to pull some basic ticket data. I've been able to setup most of the data, but two fields I need to include are dynamic fields. I found the the dynamic_field and dynamic_field_value tables, but I can't figure out ...

Ach, of course... Not java, but I do have an instance of trac running on the same server and after checking trac does have that error message. I've updated the apache config to make sure it sees otrs separately from trac and it's working now. Thanks for your help!

Hello, I'm attempting to install OTRS Help Desk v3.1.10 on an Ubuntu 10.04 server, but after installing I get the error "Environment not found" in the browser. That's it, no stacktrace or anything. I'm pretty well stumped on how to troubleshoot this. There's nothing in my apache log, I hav...