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Johan Björni | 1 Jun 2007 08:49
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RE: OTRS slow/fast for different accounts

Hi Martin,
Thanks for your reply,

>Hi Johan,
>
>Johan Björni schrieb:
>
>> When I as an admin logs in everything works well and the
>> server response is almost instant. When a normal user
>> uses the system everything takes a while, some seconds
>> for the page to load.
>>
>> I tried to give me the same rights as a normal user
>> but the server is still fast.
>> It seams like the system gets slower depending on how
>> many tickets the user has processed totally. Can this
>> be true ?
>> 
>> Any hints in how to troubleshoot this problem further.  
>> 
>> The otrs version is 2.0.4 with mysql-4.1.20 as db running
>> on RHEL 4, apache.
>> The db is 332 MB 2xXeon 3,4G/2M, 1GB.
>
>It's off topic, it's not development related.

Sorry for that, I have to go through the list definitions more carefully.

>
>Anyway, here some feedback. ,-)
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Johan Björni | 1 Jun 2007 13:54
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RE: OTRS slow/fast for different accounts

When a user clicks on for example the admin ikon the follwing sql is run:

SELECT ar.id as ca, st.name, ti.id, ar.create_by, ti.create_time_unix,  ti.until_time, ts.name,
tst.name  FROM  ticket
ti, article ar, article_sender_type st,  ticket_state ts, ticket_state_type tst  WHERE 
ti.ticket_lock_id not IN ( 1, 3 )  AND  ti.user_id = 6  AND
ar.ticket_id = ti.id  AND  st.id = ar.article_sender_type_id  AND  ts.id = ti.ticket_state_id  AND 
ts.type_id = tst.id  ORDER BY ar.create_time DESC
;
On my system this takes 2-4 secs for users with many processed tickets.

I changed the SQL to:

SELECT  STRAIGHT_JOIN  ar.id as ca, st.name, ti.id, ar.create_by, ti.create_time_unix,  ti.until_time,
ts.name, tst.name  FROM  ticket
ti, article_sender_type st,  ticket_state ts, ticket_state_type tst, article ar  WHERE 
ti.ticket_lock_id not IN ( 1, 3 )  AND  ti.user_id = 6  AND
ar.ticket_id = ti.id  AND  st.id = ar.article_sender_type_id  AND  ts.id = ti.ticket_state_id  AND 
ts.type_id = tst.id  ORDER BY ar.create_time DESC;

This gives me an instant answer.

The STRAIGHT_JOIN  forces MySQL-optimzer to use the same table order as in the SQL. By letting the article
table be the last table in the join the query runs fast.

Next I have to find the code that issues this query and alter it....

Is this still not developent related :)?

//Johan
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Gerhard Weber | 12 Jun 2007 23:16
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OTRS 2.2: native ticket types - example, documentation?

Hi everybody,

I just installed OTRS 2.2 beta 4.
One of the reasons for choosing OTRS was the new 2.2 feature "native ticket types".
Quoting the documentation (http://doc.otrs.org/2.2/en/html/x48.html#new-features-of-2.2):
"Support of native ticket types: Ticket types can now be managed over the admin interface. You do not longer
need to use ticket free text field for this purpose. Installations which already use a ticket free text
field for ticket type classification do not need to migrate. This feature will also be shown in zoom and
print view for agents and customers and can be changed via the agent interface."

I didn't found anything else about this in the documentation or in the webinterface.
The only thing I found was an unanswered question from May 2007 
(http://www.mail-archive.com/otrs <at> otrs.org/msg17660.html).

Could somebody point me in the right direction how to configure and use native ticket types?

Thanks in advance,

gerhard

--------------------------------------------
Thus spake the master programmer:
"Though a program be but three lines long,
someday it will have to be maintained."

Gerhard Weber
Systementwicklung
---
Computer Manufaktur GmbH
Reichenberger Str. 36
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Alexander Scholler | 13 Jun 2007 07:30
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Re: OTRS 2.2: native ticket types - example, documentation?

Hi Gerhard,

first, you have to activate Ticket::Type.
Then, search for TicketType within Sysconfig.
You get all sites where you can enable the possibility of changing the 
TicketType.
The list of available TicketTypes can be modified in Admin > Type.

Example for ticket-types:
If you install the ITSM-packages, these ticket-types are available:
Incident  	gültig  	23.04.2007 08:17  	23.04.2007 08:17
Incident::Disaster 	gültig 	23.04.2007 08:17 	23.04.2007 08:17
Incident::ServiceRequest 	gültig 	23.04.2007 08:17 	23.04.2007 08:17
Problem 	gültig 	23.04.2007 08:17 	23.04.2007 08:17
Problem::KnownError 	gültig 	23.04.2007 08:17 	23.04.2007 08:17
Problem::PendingRfC 	gültig 	23.04.2007 08:17 	23.04.2007 08:17
default 	gültig 	20.04.2007 08:17 	20.04.2007 08:17

I don't yet know any places in OTRS where the ticket-type is relevante 
for further actions. I think it's "just" for your own documentation.

Bye, Alex

Gerhard Weber schrieb:
> Hi everybody,
> 
> I just installed OTRS 2.2 beta 4.
> One of the reasons for choosing OTRS was the new 2.2 feature "native ticket types".
> Quoting the documentation (http://doc.otrs.org/2.2/en/html/x48.html#new-features-of-2.2):
> "Support of native ticket types: Ticket types can now be managed over the admin interface. You do not
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Alexander Scholler | 13 Jun 2007 13:04
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permission-checks in CustomerFrontend::Module not implemented yet?

Hi,

could it be that the permission-checks due to configured restrictions 
who gets an icon displayed like
CustomerFrontend::Module###CustomerTicketOverView
-> Group
-> GroupRW

are not yet implemented for CustomerFronted
(but is implemented for agent's Frontend)

Resitrictions on special groups don't work for my OTRS v2.1.4,
all icons are displayed although the customer has not the 
group-memberships required through Module-registration.

I could find permission-checks in Layout.pm for the agent-webgui, but 
not for the customer-webgui.

Bye, Alex
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Gerhard Weber | 13 Jun 2007 14:23
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RE: OTRS 2.2: native ticket types - example, documentation?

Hi Alex,

thanks for the quick answer.

> first, you have to activate Ticket::Type.
> Then, search for TicketType within Sysconfig.
> You get all sites where you can enable the possibility of 
> changing the TicketType.
> The list of available TicketTypes can be modified in Admin > Type.

> I don't yet know any places in OTRS where the ticket-type is 
> relevante for further actions. I think it's "just" for your 
> own documentation.

Hm. Okay, I slightly misunderstood the concept.
I thought I could assign some free text fields to ticket type A and some
others to ticket type B.

Is there a possibility to do so within OTRS?
Or do I have to code it myself?

bye, gerhard

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Pako Ikgopoleng | 15 Jun 2007 09:08

OTRS Admin HELP

Hi guys ; I seem to disabled the AdminFront End module; I cannot acces 
the Admin Area or SysConfig
to change it back; I tried replacing the Config.pm and Defaults.pm files 
with the unedited ones from the
tar archive but it has not helped, please assist. I suspect its 
somewhere on the DB if there is anyone who
can point me in the correct direction please do. Thanks.
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Greg Horne | 15 Jun 2007 11:59

RE: OTRS Admin HELP

Did you accidently remove yourself from the admin group?  If so you may want
to use the orginal root <at> localhost user to put yourself back into the group.
Also have you checked to make sure that all of the admin accounts do not
have access?

Greg Horne
geh gehorne

-----Original Message-----
From: dev-bounces <at> otrs.org [mailto:dev-bounces <at> otrs.org]On Behalf Of
Pako Ikgopoleng
Sent: Friday, June 15, 2007 3:09 AM
To: dev <at> otrs.org
Subject: [dev] OTRS Admin HELP

Hi guys ; I seem to disabled the AdminFront End module; I cannot acces
the Admin Area or SysConfig
to change it back; I tried replacing the Config.pm and Defaults.pm files
with the unedited ones from the
tar archive but it has not helped, please assist. I suspect its
somewhere on the DB if there is anyone who
can point me in the correct direction please do. Thanks.
_______________________________________________
OTRS mailing list: dev - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/dev
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/dev

_______________________________________________
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Pako Ikgopoleng | 20 Jun 2007 18:54

Help with installation workaround - URGENT

Hi everyone; am really STUCK. My ISPs policy does not allow the type of 
apache configuration in the
installation guide; I've tried a few stuff but came up with nothing. 
somehow I have to fit
the otrs installation settings into the following which is the default 
server conf. Where there is otrs-2.x.x
is my doing. I suspect this might require me to go into the code or the 
Config.pm and Defaults.pm
and possibly more. If there is anybody out there who can assist please 
do. The cronjobs
and database have been successfully setup though and am receiving the 
emails sent by cron.

<VirtualHost 10.x.x.x:80>
ServerAdmin  webmaster <at> mysite.org
DocumentRoot /home/mysite.org
ServerName   mysite.org

ServerAlias  www.mysite.org

<IfModule mod_php4.c>
        AddType application/x-httpd-php .php3
        AddType application/x-httpd-php .php
        AddType application/x-httpd-php-source .phps
</IfModule>

AddHandler cgi-script .cgi
AddHandler cgi-script .pl

ScriptAlias /cgi-bin    "/home/mysite.org/cgi-bin"
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Pako Ikgopoleng | 21 Jun 2007 08:54

[Fwd: Help with installation workaround - URGENT]

Hi again gents; what do I need to look at in order to adopt otrs to the 
below directory setting.
I've been going through the Config.pm & Defaults.pm but am a bit lost ; 
usually thats where
I'd start if I want to change something. See email below. Thanks again.

-------- Original Message --------
Subject: 	Help with installation workaround - URGENT
Date: 	Wed, 20 Jun 2007 18:54:12 +0200
From: 	Pako Ikgopoleng <pakoi <at> informatix.co.bw>
To: 	dev <at> otrs.org

Hi everyone; am really STUCK. My ISPs policy does not allow the type of 
apache configuration in the
installation guide; I've tried a few stuff but came up with nothing. 
somehow I have to fit
the otrs installation settings into the following which is the default 
server conf. Where there is otrs-2.x.x
is my doing. I suspect this might require me to go into the code or the 
Config.pm and Defaults.pm
and possibly more. If there is anybody out there who can assist please 
do. The cronjobs
and database have been successfully setup though and am receiving the 
emails sent by cron.

<VirtualHost 10.x.x.x:80>
ServerAdmin  webmaster <at> mysite.org
DocumentRoot /home/mysite.org
ServerName   mysite.org
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Gmane