Search found 34 matches

by jlima
21 Nov 2019, 17:45
Forum: Help
Topic: Otrs6 with periods of CPU at 100%
Replies: 7
Views: 199

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 two articles...
by jlima
11 Nov 2019, 11:55
Forum: Help
Topic: Change State when customer respond via Email
Replies: 2
Views: 87

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 state unalter...
by jlima
07 Nov 2019, 20:13
Forum: Help
Topic: Otrs6 with periods of CPU at 100%
Replies: 7
Views: 199

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...
by jlima
07 Nov 2019, 19:16
Forum: Help
Topic: Fulltext search too slow (approx. 20 seconds)
Replies: 2
Views: 62

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
by jlima
04 Nov 2019, 15:15
Forum: Help
Topic: Otrs6 with periods of CPU at 100%
Replies: 7
Views: 199

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
by jlima
04 Nov 2019, 11:35
Forum: Help
Topic: Otrs6 with periods of CPU at 100%
Replies: 7
Views: 199

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...
by jlima
31 Oct 2019, 20:36
Forum: Help
Topic: Otrs6 with periods of CPU at 100%
Replies: 7
Views: 199

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 don't ...
by jlima
31 Oct 2019, 19:41
Forum: General
Topic: 100% CPU usage after changing the server
Replies: 20
Views: 1273

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-...
by jlima
02 Mar 2017, 11:54
Forum: Help
Topic: Error "Need UserLogin" or "CustomerID"
Replies: 4
Views: 617

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
by jlima
01 Mar 2017, 12:47
Forum: Help
Topic: Error "Need UserLogin" or "CustomerID"
Replies: 4
Views: 617

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

Code: Select all

CustomerID => 'customer_id', 
setting in Config.pm
by jlima
01 Mar 2017, 12:31
Forum: Help
Topic: Customer login authentication using LDAP & local DB
Replies: 1
Views: 1340

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...
by jlima
27 Feb 2017, 16:16
Forum: Help
Topic: Mail fetching problem (after upgrade to 5.0.16)
Replies: 4
Views: 819

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...
by jlima
27 Feb 2017, 14:51
Forum: Help
Topic: OTRS 5.0.16 Mail Fetching problem
Replies: 10
Views: 1882

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.....
by jlima
27 Feb 2017, 14:42
Forum: Help
Topic: Mail fetching problem (after upgrade to 5.0.16)
Replies: 4
Views: 819

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.
by jlima
27 Feb 2017, 13:24
Forum: Help
Topic: OTRS 5.0.16 Mail Fetching problem
Replies: 10
Views: 1882

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)
by jlima
27 Feb 2017, 13:23
Forum: Help
Topic: Mail fetching problem (after upgrade to 5.0.16)
Replies: 4
Views: 819

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...
by jlima
27 Feb 2017, 12:47
Forum: Help
Topic: OTRS 5.0.16 Mail Fetching problem
Replies: 10
Views: 1882

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 ...
by jlima
24 Feb 2017, 13:24
Forum: Help
Topic: RegExp in ACL 'Change settings'
Replies: 0
Views: 357

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...
by jlima
23 Feb 2017, 19:30
Forum: General
Topic: RegExp in ACL 'Change settings'
Replies: 0
Views: 473

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...
by jlima
05 Dec 2014, 19:34
Forum: Help
Topic: ACLs to control 3 cascading dropdowns
Replies: 4
Views: 542

Re: ACLs to control 3 cascading dropdowns

does OTRS supports autocomplete?
how can it be implemented?
by jlima
05 Dec 2014, 18:38
Forum: Help
Topic: ACLs to control 3 cascading dropdowns
Replies: 4
Views: 542

Re: ACLs to control 3 cascading dropdowns

Hi Crythias
what do you mean by "fuzzy search implementation"?
by jlima
05 Dec 2014, 18:14
Forum: Help
Topic: ACLs to control 3 cascading dropdowns
Replies: 4
Views: 542

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...
by jlima
04 Dec 2014, 17:23
Forum: Help
Topic: Generic Agent match empty dropdown
Replies: 2
Views: 634

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
by jlima
04 Dec 2014, 15:15
Forum: Help
Topic: Generic Agent match empty dropdown
Replies: 2
Views: 634

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 ...
by jlima
16 Sep 2014, 11:44
Forum: OTRS Developers
Topic: bug in DynamicFieldRemoteDB?
Replies: 4
Views: 1688

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::RemoteDB" at /opt/otrs...
by jlima
10 Sep 2014, 14:43
Forum: OTRS Developers
Topic: DynamicFieldRemoteDB with filter
Replies: 3
Views: 1162

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
by jlima
10 Sep 2014, 13:15
Forum: OTRS Developers
Topic: DynamicFieldRemoteDB with filter
Replies: 3
Views: 1162

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 ...
by jlima
09 Sep 2014, 19:20
Forum: OTRS Developers
Topic: New: DynamicFieldITSMConfigItem & DynamicFieldRemoteDB
Replies: 14
Views: 18450

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
by jlima
09 Sep 2014, 16:23
Forum: OTRS Developers
Topic: New: DynamicFieldITSMConfigItem & DynamicFieldRemoteDB
Replies: 14
Views: 18450

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
by jlima
03 Jul 2014, 22:08
Forum: Help
Topic: Customer group membership via LDAP
Replies: 12
Views: 4187

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...
by jlima
03 Jul 2014, 21:53
Forum: Help
Topic: Customer group membership via LDAP
Replies: 12
Views: 4187

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
by jlima
03 Jul 2014, 16:24
Forum: Help
Topic: Customer group membership via LDAP
Replies: 12
Views: 4187

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
by jlima
03 Jul 2014, 16:00
Forum: Help
Topic: Customer group membership via LDAP
Replies: 12
Views: 4187

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...
by jlima
03 Jul 2014, 14:06
Forum: Help
Topic: Customer group membership via LDAP
Replies: 12
Views: 4187

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...