Search found 636 matches

by Daniel Obee
18 Apr 2011, 21:05
Forum: Help
Topic: Upgrade 2.2.6 - > 2.4.9 problems submitting Phone Ticket, more..
Replies: 6
Views: 806

Re: Upgrade 2.2.6 - > 2.4.9 problems submitting Phone Ticket

Nope. The rebuild just reloads the config with your changes. Nothing will get lost, in contrary it might be that part of your changes haven't been loaded by now.
by Daniel Obee
18 Apr 2011, 18:52
Forum: Help
Topic: FREE KEY/TEXT : show more...
Replies: 3
Views: 748

Re: FREE KEY/TEXT : show more...

Use the sysconfig in the admin menu and you're fine. No need to fiddle around in the server.
by Daniel Obee
18 Apr 2011, 18:50
Forum: Help
Topic: Upgrade 2.2.6 - > 2.4.9 problems submitting Phone Ticket, more..
Replies: 6
Views: 806

Re: Upgrade 2.2.6 - > 2.4.9 problems submitting Phone Ticket

Try RebuildConfig pl, cheek If the file (AgentTicketPhone) is correctly deployed. Else there could be a misconfig in the module declaration. Hard to tell...
by Daniel Obee
18 Apr 2011, 15:23
Forum: Allgemeines
Topic: 15.04.11 - 2. Berliner OTRS Stammtisch
Replies: 7
Views: 1972

Re: 15.04.11 - 2. Berliner OTRS Stammtisch

Hi alle. Es war wieder ein voller Erfolg. Über zehn Leute haben sich letzten Freitag zum Berliner OTRS Stammtisch eigefunden. Im Gegensatz zum letzten Mal waren die Berliner diesmal in der Mehrzahl – vorteilhaft ergänzt durch Gäste aus Straubing, Wuppertal und Braunschweig. Aufgrund der vielen neuen...
by Daniel Obee
18 Apr 2011, 15:12
Forum: Help
Topic: Upgrade 2.2.6 - > 2.4.9 problems submitting Phone Ticket, more..
Replies: 6
Views: 806

Re: Upgrade 2.2.6 - > 2.4.9 problems submitting Phone Ticket

Did you follow the update path and run all db updates? Sounds like not.

Greets
Daniel
by Daniel Obee
18 Apr 2011, 13:25
Forum: Help
Topic: FREE KEY/TEXT : show more...
Replies: 3
Views: 748

Re: FREE KEY/TEXT : show more...

Check sysconfig for Frontend::Agent::Ticket::ViewFreeText and modify Ticket::Frontend::AgentTicketFreeText###TicketFreeText:

Greets
Daniel
by Daniel Obee
14 Apr 2011, 19:39
Forum: Allgemeines
Topic: 15.04.11 - 2. Berliner OTRS Stammtisch
Replies: 7
Views: 1972

Re: 15.04.11 - 2. Berliner OTRS Stammtisch

Ui. Völlig vergessen: 18:30 Uhr im Frannz Club - wie letztes Mal.

@monotek: Schade das. Wir sehen uns dann an den Linuxtagen.
by Daniel Obee
12 Apr 2011, 13:18
Forum: Help
Topic: Sort by Last Update - OTRS 3.0.1
Replies: 12
Views: 2693

Re: Sort by Last Update - OTRS 3.0.1

The file extracts the last customer contact of each open ticket and writes it into the FreeTime field. This guarantees that currently open tickets get included in the new sorting. The file should be run in the bash/shell on the server. You might wanna try this on a test-system or at least make a bac...
by Daniel Obee
12 Apr 2011, 12:34
Forum: Help
Topic: Sort by Last Update - OTRS 3.0.1
Replies: 12
Views: 2693

Re: Sort by Last Update - OTRS 3.0.1

Did you run the updatelastcustomercontact.pl ?
by Daniel Obee
12 Apr 2011, 11:45
Forum: Help
Topic: Sort by Last Update - OTRS 3.0.1
Replies: 12
Views: 2693

Re: Sort by Last Update - OTRS 3.0.1

You can sort tickets in the dashboard by FreeTime too. Go to Ticket -> Frontend::Agent::Dashboard and change the "Attributes" of the Dashboard Modules: StateType=new;SortBy=TicketFreeTime1;OrderBy=Up; I found it particular usefull to display open and new ticket in one dashlet, so I added two StateTy...
by Daniel Obee
12 Apr 2011, 08:46
Forum: Help
Topic: Sort by Last Update - OTRS 3.0.1
Replies: 12
Views: 2693

Re: Sort by Last Update - OTRS 3.0.1

Hi. Attached you'll find an opm package that offers queue sorting by last customer contact. The documentation includes an overview when exactly the timestamp for sorting is updated - you will notice it's a little more complicated than just "Last Update". Basically the sorting takes care that a new c...
by Daniel Obee
12 Apr 2011, 08:31
Forum: General
Topic: Migrating OTRS from 2.1.7 to 3.0.6
Replies: 6
Views: 1214

Re: Migrating OTRS from 2.1.7 to 3.0.6

Actually - since there's a huge gap between 2.1.x and the 3.0 there's so much configuration to do - I would set up a fresh 3.0, run the db update scripts from 2.1 -> 2.2 -> 2.3 -> 2.4 -> 3.0 and configure the system from scratch. Else you might miss some of the new config features and all... most pr...
by Daniel Obee
11 Apr 2011, 10:12
Forum: OTRS Developers
Topic: "Besitzer" im Dashboard anzeigen?
Replies: 10
Views: 3290

Re: "Besitzer" im Dashboard anzeigen?

See http://forums.otrs.org/viewtopic.php?f=60&t=5156.

Thread locked because old, German, solved.
by Daniel Obee
07 Apr 2011, 13:57
Forum: OTRS Developers
Topic: Can't edit customers informations in OTRS agent backend
Replies: 7
Views: 1796

Re: Can't get customer informations in OTRS agent backend

benoitm wrote:I think UserID here is the id of the "agent" who create the user ... isn't it ? "1" is my agent id
It is ;) So... what caused the error? Anything we can learn?

Greets,
Dan
by Daniel Obee
06 Apr 2011, 14:01
Forum: OTRS Developers
Topic: Exclude tickets from Dashboard "statistics"
Replies: 7
Views: 1782

Re: Exclude tickets from Dashboard "statistics"

it's in the ticket_history. status change (history_id_type 27 if I remember correctly) and status in on of the closed states. Or you use the TicketSearch() object with: # tickets with closed time after ... (ticket closed newer than this date) (optional) TicketCloseTimeNewerDate => '2006-01-09 00:00:...
by Daniel Obee
06 Apr 2011, 12:00
Forum: OTRS Developers
Topic: Can't edit customers informations in OTRS agent backend
Replies: 7
Views: 1796

Re: Can't get customer informations in OTRS agent backend

Sorry. Mixed up something here. Seems the CustomerID is not set properly in the ticket create process. Actually I cannot see how you create the ticket - so I reckon the mistake must lie in there. Also it seems you create the customer including the unique ID. How do you know the ID while creating the...
by Daniel Obee
06 Apr 2011, 11:43
Forum: General
Topic: [SOLVED] Top left icons
Replies: 3
Views: 867

Re: Top left icons

That's a question I cannot answer :)

Glad to help,
Dan
by Daniel Obee
06 Apr 2011, 10:39
Forum: General
Topic: [SOLVED] Top left icons
Replies: 3
Views: 867

Re: Top left icons

Check the config options for "toolbar". There's some quick links to call tickets etc.

Greets
Dan
by Daniel Obee
05 Apr 2011, 15:10
Forum: OTRS Developers
Topic: Dependent FreeTextField
Replies: 2
Views: 946

Re: Dependent FreeTextField

We had said functionality developed for 2.4 to classify our tickets in a topic-issue-detail schema. Data was taken out of three separate data base tables. We haven't come to port the thing to 3.0.x but it is one of the deal breakers when it comes to updating. I'm sure we will port it some time - but...
by Daniel Obee
02 Apr 2011, 10:38
Forum: OTRS Developers
Topic: Exclude tickets from Dashboard "statistics"
Replies: 7
Views: 1782

Re: Exclude tickets from Dashboard "statistics"

Alexander is right - you gotta change ther ticketsearch parameters. Unfortunately there's no option to exclude queues in the search. You'd have to include all queues that you wanna search. One could though get all queues with my %Queues = $QueueObject->GetAllQueues(); and kick unwanted queues off. W...
by Daniel Obee
24 Mar 2011, 18:35
Forum: Allgemeines
Topic: Verbesserungen an OTRS für Poweruser
Replies: 20
Views: 5856

Re: Verbesserungen an OTRS für Poweruser

Das Hauptproblem, das ich sehe ist die strikte vorhandene Trennung der OTRS Group und der Community (vor allem in Form des Forums). Es ist nicht möglich eigene Entwicklungen beizusteuern oder direkt in die Entwicklung einzugreifen. Und was ich mitbekomme ist, dass viele sich daran stören gute Arbei...
by Daniel Obee
22 Mar 2011, 15:20
Forum: General
Topic: [RESOLVED] Agent changed state to OPEN
Replies: 4
Views: 692

Re: Agent changed state to OPEN

Or allow state changes in ViewFreeField. This is about the most convenient way I know.

Grz
Dan
by Daniel Obee
22 Mar 2011, 07:39
Forum: Hilfe
Topic: Tickets, Berichte fuer mehrere Standorte
Replies: 1
Views: 513

Re: Tickets, Berichte fuer mehrere Standorte

Da die Standorte sicherlich jeweils Queues haben, lässt sich das in der Statistik über die Queue-Auswahl und die dazugehörigen Berechtigungen machen. Sicherlich ist es von Vorteil, die Queues auch namentlich den Standorten zuzuteilen. Das erleichtert die Unterscheidung in SQL Statements a la "WHERE ...
by Daniel Obee
21 Mar 2011, 17:54
Forum: Hilfe
Topic: Ticket dispatchen
Replies: 1
Views: 480

Re: Ticket dispatchen

Du könntest Dir einen eigenen Postmasterfilter programmieren (lassen), der Anhand von Daten in der E-Mail den richtigen Kunden zuordnet. Z.B. könnte das Sekretariat die Mail weiterleiten, ein #KD123234345# in den Body einfügen, aus dem Du dann per RegEx die Kundennummer raus-parsed und in einen X-OT...
by Daniel Obee
21 Mar 2011, 14:21
Forum: Patches / Modules
Topic: MySQL Booster (current version: 1.1.4 RC for OTRS 2.4.x)
Replies: 21
Views: 29289

Re: MySQL Booster (current version: 1.1.4 RC for OTRS 2.4.x)

Since I don't run a 3.0 by now it might take me a moment to port it, but most probably I will.

Until that feel free to do so :) Actually I don't think it's too much work since the files haven't changed that much from 2.4 to 3.0 - if at all.

Greets
Dan
by Daniel Obee
21 Mar 2011, 07:36
Forum: Help
Topic: Closed Date
Replies: 3
Views: 753

Re: Closed Date

AFAIK it was the very SQL that OTRS uses. You will find the SQL statement in Kernel/System/Ticket.pm.

Logging the SQL statements can be done via database log. OTRS does not provide full SQL logging.

Greets
Dan
by Daniel Obee
16 Mar 2011, 16:03
Forum: Help
Topic: Closed Date
Replies: 3
Views: 753

Re: Closed Date

You'll get the most correct information of close times by searching the ticket_history for status changes (ticket_history.history_type_id = 27) with the result of a closed state e.g. ticket_history.state_id in (2, 3).

Greets
Daniel
by Daniel Obee
11 Mar 2011, 17:27
Forum: Allgemeines
Topic: 15.04.11 - 2. Berliner OTRS Stammtisch
Replies: 7
Views: 1972

15.04.11 - 2. Berliner OTRS Stammtisch

Hi alle, nachdem das letzte Berliner Treffen Zuspruch auch im Rest der Republik fand, wird es im April eine Wiederauflage des Berliner Stammtisches geben. Aus vielen Gründen, deren Darstellung Alexander in http://forums.otrs.org/viewtopic.php?f=34&t=7248 übernommen hat, wird das Treffen am Freitag, ...
by Daniel Obee
11 Mar 2011, 12:23
Forum: OTRS Developers
Topic: Debugging OTRS3
Replies: 13
Views: 3014

Re: Debugging OTRS3

I remember there was a bug in the first 3.0 releases that caused the system not to accept any browser at all. Just google/forum search the error message. There should be something.

Greets
Dan
by Daniel Obee
11 Mar 2011, 11:00
Forum: Patches / Modules
Topic: Dashboard Message Of The Day for OTRS 3.0.x
Replies: 14
Views: 26478

Dashboard Message Of The Day for OTRS 3.0.x

Hi all, since the Dashboard MOTD for 2.4.x gained a lot of friends, I took the (little) time and ported the module to 3.0.x too. Often we want to offer our agents the latest gossip, a little smile or some other attention that's best brought by a short note in the dashboard. MOTD-Plus offers the opti...
by Daniel Obee
08 Mar 2011, 14:46
Forum: Hilfe
Topic: OTRS Update + MSSQL ToDos
Replies: 2
Views: 689

Re: OTRS Update + MSSQL ToDos

Bei einem ..x Update wird die DB nicht angefasst. Daher musst Du da auch nichts mehr nachziehen.

Im Falle eines .x. Updates wäre das was anderes. Dann gibt es aber auch ein entsprechendes Migrationsscript dazu.

Gruß
Daniel
by Daniel Obee
07 Mar 2011, 17:48
Forum: Howto's
Topic: Agent-Guide
Replies: 13
Views: 12670

Re: Agent-Guide

Als Bearbeitung gilt in dem Falle ausschließlich ein Kundenkontakt. D.h. entweder eine Mail oder eine Anrufnotiz. Steckt ja auch eine gewisse Logik dahinter - wenn der Kunde noch nix von der Bearbeitung weiß...

Gruß
Daniel
by Daniel Obee
07 Mar 2011, 14:28
Forum: Hilfe
Topic: OTRS Update Patch(es)
Replies: 3
Views: 1342

Re: OTRS Update Patch(es)

Wäre ja schon toll, wenn es im Change File eine Liste mit den seit der letzten Version geänderten Files gäbe. Dann könnte man die manuell nachinstallieren...

Gruß
Dan
by Daniel Obee
07 Mar 2011, 14:26
Forum: Allgemeines
Topic: OTRS zur Beantwortung von Briefen
Replies: 2
Views: 751

Re: OTRS zur Beantwortung von Briefen

Vermutlich gibt es da bessere Systeme, aber warum nicht... OTRS hat (bisher zumindest) noch keine Inline-Anzeige von pdf Dateien. Das sehe ich als Grundvoraussetzung für ein halbwegs funktionales Dokumenten-Handling. Würde dem OTRS aber ohnehin gut zu Gesichte stehen. Eine Schnittstelle zu einem Ver...
by Daniel Obee
07 Mar 2011, 12:54
Forum: Patches / Modules
Topic: MySQL Booster (current version: 1.1.4 RC for OTRS 2.4.x)
Replies: 21
Views: 29289

Re: MySQL Booster (current version: 1.1.3 beta)

Okay. I re-built the package without logging now.

Given that it's running on our system since a while and had a perfect runtime I now declare release candidate.

Greets
Dan

Edit: In an absent moment I called the version Alpha. Should be at least release candidate
by Daniel Obee
03 Mar 2011, 15:15
Forum: Howto's
Topic: Agent-Guide
Replies: 13
Views: 12670

Re: Agent-Guide

Hab jetzt noch nicht alles angesehen, aber Respekt! das ist schon mal ein guter Anfang. Wir werden möglichst bald versuchen, eine Sammlung solcher Texte zu machen bzw. eine Möglichkeit zur Online-Collaboration zur Verfügung zu stellen. Den Vergleich mit Aktenordnern finde ich auch sehr brauchbar und...
by Daniel Obee
02 Mar 2011, 18:36
Forum: Hilfe
Topic: Nicht möglich Ticket über Schließen-Button zu schließen
Replies: 2
Views: 537

Re: Nicht möglich Ticket über Schließen-Button zu schließen

Evtl. hat der Agent nicht das Recht, die nächste Seite anzuzeigen. Das Schließen funktioniert vielleicht sogar noch - die Fehlermeldung sagt dann, dass die Folgeseite nicht angezeigt wird. Oder funktioniert schon das Schließen nicht? Dann hast Du evtl. was an den Rechten für die AgentTicketClose ges...
by Daniel Obee
02 Mar 2011, 11:36
Forum: Patches / Modules
Topic: MySQL Booster (current version: 1.1.4 RC for OTRS 2.4.x)
Replies: 21
Views: 29289

Re: MySQL Booster (current version: 1.1.3 beta)

Just go to System/DB.pm (sub QuerieCondition) and remove (or outcomment) the log entries. Lines: 1040 1061 1071 1096 1102 1109 1115 The part to be removed: # debug $Self->{LogObject}->Log[...] Or just leave it like that - I'll post a final version without those soon. And it doesn't really hurt eithe...
by Daniel Obee
01 Mar 2011, 21:36
Forum: Patches / Modules
Topic: MySQL Booster (current version: 1.1.4 RC for OTRS 2.4.x)
Replies: 21
Views: 29289

Re: MySQL Booster (current version: 1.1.3 beta)

Btw... do i still need this line...
Nope. The module has a widely rebuilt SQL engine - the quick "fix" by the OTRS AG is obsolete. Never did too much anyway...
by Daniel Obee
01 Mar 2011, 18:42
Forum: Patches / Modules
Topic: MySQL Booster (current version: 1.1.4 RC for OTRS 2.4.x)
Replies: 21
Views: 29289

Re: MySQL Booster (current version: 1.1.3 beta)

There was a small glitch in the DB.pm that caused the system to ignore 'int'. Fixed that in 1.1.3 plus the LIKE enhancement. Try the new opm, it does it's work on our productive system since yesterday - now probs by now. You should remove the customersearchsuffix though. This makes the LIKE necessar...
by Daniel Obee
28 Feb 2011, 18:50
Forum: Patches / Modules
Topic: MySQL Booster (current version: 1.1.4 RC for OTRS 2.4.x)
Replies: 21
Views: 29289

Re: MySQL Booster 1.1.1 beta

Hi all. While investigating monotek's case I found another way to further increase performance. To be precise I figured out how to get rid of the omnipresent "LIKE" in the query conditions of the Kernel::System::DB.pm. This now finally leads to index usage when doing a manual customer search. The mo...
by Daniel Obee
28 Feb 2011, 12:20
Forum: Patches / Modules
Topic: Sorting queues by last customer contact (2.4.x/3.0.x)
Replies: 18
Views: 30424

Re: Sorting queues by last customer contact (module for 2.4.

Hi. Actually I already installed the module on a 3.0.x. The module works without further changes - you just have to change the version control in the opm file. I didn't do any extended testing but there's no reason it shouldn't work in 3.0 since the module doesn't touch any system files. Greets Daniel
by Daniel Obee
24 Feb 2011, 20:52
Forum: Patches / Modules
Topic: MySQL Booster (current version: 1.1.4 RC for OTRS 2.4.x)
Replies: 21
Views: 29289

Re: MySQL Booster 1.1.1 beta

Could you post the customer map of you config.pm? Looks like the manual customer search, which is based on the config described in C)
by Daniel Obee
22 Feb 2011, 18:11
Forum: Patches / Modules
Topic: MySQL Booster (current version: 1.1.4 RC for OTRS 2.4.x)
Replies: 21
Views: 29289

Re: MySQL Booster 1.1.1 beta

Cool! It's been 14 days now since I installed it on our productive system and it's been running without any flaws. In fact the database hasn't seen any peaks since then and the slow query log runs empty. That said you should put an index on ticket_history.article_id - deleting tickets took ages with...
by Daniel Obee
21 Feb 2011, 18:06
Forum: Allgemeines
Topic: 1. Berliner OTRS Stammtisch am 10.2.2011
Replies: 17
Views: 2577

Re: 1. Berliner OTRS Stammtisch am 10.2.2011

Posting auf jeden Fall. Ich würde das mit der Anmeldung wieder über Xing machen. Weniger wegen der Verbindlichkeit als wegen der Möglichkeit, darüber auch die Teilnehmer (bzw. Interessenten direkt zu kontaktieren. Gebt mir aber mal paar Tage Zeit - hier brennt grade die Luft.

Gruß
Dan
by Daniel Obee
21 Feb 2011, 15:46
Forum: Allgemeines
Topic: 1. Berliner OTRS Stammtisch am 10.2.2011
Replies: 17
Views: 2577

Re: 1. Berliner OTRS Stammtisch am 10.2.2011

Hi alle,

Alex' Ausführungen ist nichts hinzuzufügen.

So sei es denn der 15.4. - Location organisiere ich noch, vorzugsweise wieder in Mitte/P'berg, da das für alle gut zu erreichen ist.

Gruß und bis bald
Daniel
by Daniel Obee
16 Feb 2011, 13:14
Forum: Hilfe
Topic: FAQ Artikel, neues Feld einfügen (kein RTF)
Replies: 6
Views: 1128

Re: FAQ Artikel, neues Feld einfügen (kein RTF)

Die Größe des Feldes wird in der dtl als 15 Reihen hoch definiert. Wenn Du das Feld also kleiner haben willst, dann müsstest Du es entweder in einen eigenen Block packen oder die Feldgröße in eine Variable packen, die Du in die Config mit reinpacken könntest.

Gruß
Daniel
by Daniel Obee
16 Feb 2011, 13:00
Forum: Hilfe
Topic: Gutschein-generator
Replies: 6
Views: 1126

Re: Gutschein-generator

Oder pack's in's deutsche Forum :)