Znuny and ((OTRS)) Community Edition

ccummings

Any suggestions?

ccummings

This turned out to be caused by 2 routes to the internet with 2 differnt IP addresses.

ccummings

Looks like it's still deleting sessions after setting SessionCheckRemoteIP = 0 Mon Nov 5 15:35:54 2012 notice OTRS-CGI-10 User: ccummings authentication ok (REMOTE_ADDR: 108.193.191.33). Mon Nov 5 15:35:49 2012 notice OTRS-CGI-10 Removed SessionID 10e49458328c6f79156c7df73bc433e29f. Mon Nov 5 15:35:...

ccummings

OTRS suddently started exhibited these 2 errors last week...which is strange because no changes have been made to anything on the server. I'm the only one with access, and I was out of town. 1. After creating a ticket, users are returned to login screen with the error "SessionID invalid" 2...

ccummings

It shows up at the top of the dashboard. If I click on it, I can start the schedular manually, but it the message will come back within a day whether or not a check the box to force start.

ccummings

I keep getting this notification after migrating our OTRS installation to Linux. I click on it and chose Force start...but the message comes back within a few hours.

ccummings

Migrated from Windows Server 2008 R2 (32GB RAM) to Ubuntu 12.04 (4GB RAM)...problem solved.

Tickets are created almost instantly now vs. the 40 second lag we were seeing in Windows Server.

ccummings

I have created a couple of Dynamic Fields...Ticket Category and Caller. They show up in the New Ticket page...but it doesn't seem like the data is actually being stored anywhere. When i look in the database at ticket table...there is no column for these fields. ZoomView after a ticket is created doe...

ccummings

Can anyone confirm whether this is a known bug or not?

ccummings

Any other ideas or suggestions?

ccummings

I ran the Normal, High, and Heavy tests...all results were either "Looks Fine" or "OK"... Key Value Time Comment Insert Time: 10000 2 s :-) Looks fine! Update Time: 10000 5 s :-) Looks fine! Select Time: 10000 4 s :-) Looks fine! Delete Time: 10000 4 s :-) Looks fine! Multiplier:...

ccummings

I wasn't aware of any database test script. Where is that located? I'm not seeing anything in ../otrs/scripts...

The SystemStatus Module did show everything as green...and I have optimized the tables as suggested in the Admin Guide's Performance Tunning section.

ccummings

I tried setting SendmailModule to "DoNotSendEMail" and retesting, and I am seeing the exact same response times...~41 seconds... [Tue Oct 16 14:35:56 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 1s taken (URL:Action=AgentTicketPhone;Subaction=StoreNew;ExpandCust...

ccummings

I'm not seeing much more info in ../logs/otrs.txt than I was in the performance logs...no menion of email. We are using a local SMTP relay. Is there anything else I can check? [Tue Oct 16 12:12:42 2012][Notice][Kernel::System::Web::InterfaceAgent::Run] Response::Agent: 21s taken (URL:Action=AgentTic...

ccummings

We are seeing new phone ticket creation taking ~40 seconds from the time we hit the Create button until the time it finishes being created. Interface Requests Min Response Max Response Average Response AgentTicketPhone&AJAXUpdate 6 20s 21s 20.16s AgentTicketPhone&StoreNew 2 40s 41s 40.5s Cur...

ccummings

What needs to be done in order to hide a required field? As I and crythias already told, I think that the only problem could arise if you set your dyn fields required in the SysConfig Ticket::Frontend::CustomerTicketMessage###DynamicField That is, in other words, the dyn fields should only be set a...

ccummings

If the field is required, you'll have a problem with my code. Your options are to populate the field or use CSS to make the field mandatory only when it shows. What needs to be done in order to hide a required field? I have tried setting aria-required and aria-invalid = false and removing Mandatory...

ccummings

Thank you! Worked like a charm.

ccummings

Can you elaborate? I'm trying to to use it to define 2 types of tickets...Incident and Change Request...similar to what is shown in the attached screenshot from OTRS Agent and Key User Training Module 4. I want it to default to Incident since most of our tickets will be Incidents vs. Change Requets....

ccummings

How can I set the default ticket type on the new phone ticket page?

ccummings

Anyone else seeing this? When searching for a FAQ from the the New Phone Ticket page, results are displayed as expected. However, when I click on one of the results, I get a Not Found error: The requested URL /otrs/undefined was not found on this server. I don't see this if I explore articles and th...

ccummings

Thanks...that makes sense. Would the way I outlined in my initial post be the best way to do this? There is alternative method being discussed that worries me. Instead of moving the the existing companies into the user table (making modifications as needed), and disabling customer-company support, t...

ccummings

I understand, but I've been told to make it this way. All of our interaction with customers will be happening via phone, so we aren't concerned about email. Would there be any other implications I may be overlooking if we just set up each company as a user?

ccummings

I need to figure out the best way to make Companies like Customers. In other words, when we create a new phone ticket, and we begin typing into the "From Customer" field...it should populate with Companies names instead of Customer names. I'm thinking that I would need to: 1. Disable Custo...

ccummings

That's correct. Then after enabling customer company support in Config.pm, the CustomerID field changes from a free text field to a drop-down containing only "test test". This install is about as close to default as you can get. However, you hit the nail on the head. The companies were all...

ccummings

I'm not sure what you're asking me? The screenshots in my 3rd post illustrate what I'm looking for and where. Basically, I'm trying to figure out how to make the CustomerID field (when creating a new customer), act like the "From Customer" field (when creating a new phone ticket). If a Cus...

ccummings

We are just using the DB...no other source.

ccummings

I'm confused. They certainly seem to exist as companies...

Screenshot-Customer Companies - Admin - OTRS - Mozilla Firefox.png

ccummings

I've enabled customer company support....and now I get a drop down for Customer ID...but the only option is "test test". I don't see all the existing Customer IDs anymore.

ccummings

I was under the impression that customer compnay support was enabled by default. I have imported a long list of companies and customers....and when I create a new ticket I can type a customer id in the "From Customer" field and see a list of customers with that CustomerID pop up. I'd like ...

ccummings

For the sake of data integrity...is there anyway to make Customer ID a search-ahead field (searching existing Customer IDs). The default free-text field requires our agents to enter the exact Customer ID as it already exists every time...or risk ending up with multiple Company IDs for one company. S...

ccummings

Figured it out...had to set valid_id ='1'

ccummings

I recently imported a list of customers via mysql, but they will not show up in the From Customer search list on the New Phone Ticket page like they do when I enter one through the GUI. For example: Name CustomerID test1 105 test2 105 imported test2 105 imported test3 105 On the New Phone Ticket pag...

ccummings

That was it...wifi was on a different network. All good now. Thanks.

ccummings

I have installed the iPhone package vai the Package manager. When trying to connect to http://192.168.2.154/otrs/json.pl, I get the following error. Initialization Error During initialization of the account the following error has occured: The request timed out. Please check the account data and you...

Znuny and ((OTRS)) Community Edition

Search found 35 matches

Re: Scheduler process is registered but might not be running

[SOLVED] Re: SessionID invalid & Error during AJAX Communica

Re: SessionID invalid & Error during AJAX Communication

SessionID invalid & Error during AJAX Communication

Re: Scheduler process is registered but might not be running

Scheduler process is registered but might not be running

Re: Poor performance when creating new phone tickets, OTRS 3

Dynamic Fields not associated with ticket?

Re: BUG: FAQ search results (from new phone), not found erro

Re: Poor performance when creating new phone tickets, OTRS 3

Re: Poor performance when creating new phone tickets, OTRS 3

Re: Poor performance when creating new phone tickets, OTRS 3

Re: Poor performance when creating new phone tickets, OTRS 3

Re: Poor performance when creating new phone tickets, OTRS 3

Poor performance when creating new phone tickets, OTRS 3.1.1

Re: How To show freetext for specific Queues for Customers

Re: How To show freetext for specific Queues for Customers

Re: how to set default ticke tytpe on a new phone ticket?

Re: how to set default ticke tytpe on a new phone ticket?

how to set default ticke tytpe on a new phone ticket?

BUG: FAQ search results (from new phone), not found error

Re: Best way to make Companies like Customers

Re: Best way to make Companies like Customers

Best way to make Companies like Customers

[SOLVED] make Customer ID field a search-ahead field

Re: make Customer ID field a search-ahead field

Re: make Customer ID field a search-ahead field

Re: make Customer ID field a search-ahead field

Re: make Customer ID field a search-ahead field

Re: make Customer ID field a search-ahead field

make Customer ID field a search-ahead field

[SOLVED] Imported Customers not showing up in From Customer

Imported Customers not showing up in From Customer box

Re: Iphone App - Initialization error

Iphone App - Initialization error