The OTRS developers discuss various design and implementation issues here

Arpit2 G | 2 Dec 2009 07:18

Help Needed regarding Technology Stack of OTRS


Hello Everyone,
I am planing to implement OTRS. I have following technology stacks:

OS: Windows
Database: MS SQL
Directory: Active directory

Please suggest me whether this selection is ok and if anybody has
experience of using this stack plz share with me, How was the performance?
and plz if u could tell me what is best choice.

Thanks & Regards
Arpit Gupta
ESM Sub Focus Area, TEG Open Source Platform
Tata Consultancy Services
Ph:- +91-22-67782544
Mailto: arpit2.g <at> tcs.com
Website: http://www.tcs.com
____________________________________________
Experience certainty.   IT Services
                  Business Solutions
                  Outsourcing
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Dorp, Danny van | 2 Dec 2009 10:49

OTRS 2.45 apache::dbi issue, mod_perl issue and zzzauto.pm issue

Hello,

I use Windows 2003 server SP2 and the OTRS windows installer otrs-2.4.5-win-installer-2.1.1

When upgrading from 2.43 last weekend I had quite some trouble. 
First issue was that my zzzauto.pm was no longer compatible. When I put it in the correct folder otrs stopped
working. 
So I replaced it with the zzzauto.pm that was delivered with 2.45 and manually had to copy all settings from
my own zzzauto.pm file. 

Second issue is that I cannot get the apache::DBI working: 

use Apache::DBI ();
Apache::DBI->connect_on_init('DBI:mysql:otrs', 'otrs', 'some-pass');
use DBI ();

# enable this if you use mysql
use DBD::mysql ();
use Kernel::System::DB::mysql;

But when I check it in the support assessment it is not enabled.

Third issue is the mod_perl that cannot start (apache does not start when enabling it)

# load mod_perl
LoadFile 'C:/OTRS/StrawberryPerl/perl/bin/perl510.dll'
#LoadModule perl_module modules/mod_perl.so

And most likely reason is that mod_perl.so is not available in the installation.

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Michiel Beijen | 2 Dec 2009 10:55

Re: OTRS 2.45 apache::dbi issue, mod_perl issue and zzzauto.pm issue

Hi Danny,

I guess in fact this is more a system setup-type question, so the best
place for this will be the otrs <at>  list, and not the developers-list. But
anyway:

* Apache::DBI will only work if you have mod_perl running... it's inside
an <IfModule mod_perl.c> block in the apache config file.
* mod_perl with StrawberryPerl does not work; this is a known issue, see
http://bugs.otrs.org/show_bug.cgi?id=4270

I hope this helps...

--

-- 
((enjoy))
-
Michiel Beijen
R&D

OTRS AG
Norsk-Data-Str 1.
61352 Bad Homburg
Deutschland

T: +31 (0) 6457 42418
F: +49 (0) 9421 56818-18
I: http://www.otrs.com/

Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial
register: 10751, Tax ID: 003 240

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Михаил Лукин | 3 Dec 2009 06:31

Developer manual on ACL's

Hi

All examples [1] of TicketACL use constant Properties and Possible's.
I'd like to calculate possible SLA's dynamically using CustomerUserID
and ServiceID like in module
$OTRS/Kernel/System/Ticket/

Acl/CloseParentAfterClosedChilds.pm
I didn't find any manual on doc.otrs.org on how to develop and use such
modules.

Please, point me a right way.

[1] http://doc.otrs.org/2.4/en/html/c2172.html

--
regards,
Mikhail

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Михаил Лукин | 3 Dec 2009 13:05

Using ACL

Hi, OTRS'ers

I'm trying to use ACL in my clean OTRS installation (2.4.5, [ OTRS::ITSM 1.3.2 ]).
I added this code to Config.pm:

    $Self->{TicketAcl}->{'ACL-Name-1'} = {
        # match properties
        Properties => {
            # current ticket match properties
        },
        # return possible options (white list)
        Possible => {
            # possible ticket options (white list)
            Ticket => {
                Queue => ['Junk'],
            },
        },
    };

Just for a test. This should allow me to create/move tickets only to Junk queue. Am I right? Anyway, AgentTicketPhone action and AgentTicketMove action allow me to choose any of 4 out-of-the-box queues (Raw, Junk, Mics and Postmaster).

Please, what am I doing wrong?

--
regards,
Mikhail

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Dorp, Danny van | 3 Dec 2009 13:36

Re: Help Needed regarding Technology Stack of OTRS

Dear Arpit,

We use windows 2003 server with MYSQL database and Active directory for agents and customer login.
We have 2000 customers and around 50 agents over multiple disciplines (communication, logistics,
application management and helpdesk) 

I think the performance is great, even without the apache::dbi and mod_perl support that is missing from
2.45 at this moment in our configuration. 
We use a file location on disk for attachements instead of storing them in the database which improved
performance. 

This configuration is set up with the windows installer provided by OTRS and it helped us to improve our
customer support tremendously. We are, as a development organisation, located in remote locations all
over the world and OTRS being light is still a very good tool also for local ict officers to be able to use it,
even over VSAT bandwidth. 

Met vriendelijke groet / Best regards,
 
Danny van Dorp
 
Webmaster and ICT Officer Applications 
SNV Netherlands Development Organisation
Dr. Kuyperstraat 5
2514 BA The Hague
Tel: +31 (0)70 344 02 57
Fax: +31 (0)70 385 55 31
Email ICT: ICTHelpdesk <at> snvworld.org
Email personal and MSN: dvandorp <at> snvworld.org

-----Original Message-----
From: dev-bounces <at> otrs.org [mailto:dev-bounces <at> otrs.org] On Behalf Of Arpit2 G
Sent: Wednesday, December 02, 2009 7:18
To: dev <at> otrs.org
Subject: [dev] Help Needed regarding Technology Stack of OTRS

Hello Everyone,
I am planing to implement OTRS. I have following technology stacks:

OS: Windows
Database: MS SQL
Directory: Active directory

Please suggest me whether this selection is ok and if anybody has
experience of using this stack plz share with me, How was the performance?
and plz if u could tell me what is best choice.

Thanks & Regards
Arpit Gupta
ESM Sub Focus Area, TEG Open Source Platform
Tata Consultancy Services
Ph:- +91-22-67782544
Mailto: arpit2.g <at> tcs.com
Website: http://www.tcs.com
____________________________________________
Experience certainty.   IT Services
                  Business Solutions
                  Outsourcing
____________________________________________

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Nils Leideck - ITSM | 3 Dec 2009 14:10

Re: Using ACL

Hi,

On 03.12.2009, at 13:05, Михаил Лукин wrote:

I'm trying to use ACL in my clean OTRS installation (2.4.5, [ OTRS::ITSM 1.3.2 ]).
I added this code to Config.pm:

    $Self->{TicketAcl}->{'ACL-Name-1'} = {
        # match properties
        Properties => {
            # current ticket match properties
        },
        # return possible options (white list)
        Possible => {
            # possible ticket options (white list)
            Ticket => {
                Queue => ['Junk'],
            },
        },
    };

Just for a test. This should allow me to create/move tickets only to Junk queue. Am I right? Anyway, AgentTicketPhone action and AgentTicketMove action allow me to choose any of 4 out-of-the-box queues (Raw, Junk, Mics and Postmaster).

Please, what am I doing wrong?

what is your user account in OTRS?

If you use root <at> localhost, ACLs are not considered.

Nils Leideck

--

Nils Leideck
Senior Consultant
nils.leideck <at> leidex.net

https://webint.cryptonode.de / a Fractal project

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Михаил Лукин | 3 Dec 2009 14:30

Re: Using ACL

Nils,

thanks a lot, it works just perfect under ordinary user!

On Thu, Dec 3, 2009 at 4:10 PM, Nils Leideck - ITSM <nils.leideck <at> leidex.net> wrote:

Hi,

On 03.12.2009, at 13:05, Михаил Лукин wrote:

I'm trying to use ACL in my clean OTRS installation (2.4.5, [ OTRS::ITSM 1.3.2 ]).
I added this code to Config.pm:

    $Self->{TicketAcl}->{'ACL-Name-1'} = {
        # match properties
        Properties => {
            # current ticket match properties
        },
        # return possible options (white list)
        Possible => {
            # possible ticket options (white list)
            Ticket => {
                Queue => ['Junk'],
            },
        },
    };

Just for a test. This should allow me to create/move tickets only to Junk queue. Am I right? Anyway, AgentTicketPhone action and AgentTicketMove action allow me to choose any of 4 out-of-the-box queues (Raw, Junk, Mics and Postmaster).

Please, what am I doing wrong?

what is your user account in OTRS?

If you use root <at> localhost, ACLs are not considered.

Nils Leideck

--

Nils Leideck
Senior Consultant
nils.leideck <at> leidex.net

https://webint.cryptonode.de / a Fractal project

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--
regards,
Mikhail

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Михаил Лукин | 3 Dec 2009 14:55

Re: Developer manual on ACL's

Well, I copied CloseParentAfterClosedChilds.pm to TestACL.pm in the same directory.
I added to Config.pm this code:

    $Self->{'Ticket::Acl::Module'}->{'2-Ticket::Acl::Module'} = {
        'Module' => 'Kernel::System::Ticket::Acl::TestACL',
    };

I modified Run subroutine of this new module in following way:

    $Param{Acl}->{TestACL} = {

        # match properties
        Properties => {
        },

        # return possible options (black list)
        PossibleNot => {
            # possible ticket options (black list)
            Ticket => {
                Priority => ["1 very low"],
            },
        }
    }

    return 1;

Now very low priority should be disabled for all tickets. Am I right? However, it isn't.
Also, I added this code to new and Run subroutines of the new module:

    open(MYFILE, '>>/var/tmp/acltest.log');
    print MYFILE "I AM IN MODULE\n";
    close(MYFILE);

However, no data in /var/tmp/acltest.log is added. So, module is just not being loaded. I'm sorry
for my being so unskilled in Perl (most of development comes in Python for me). What am I
doing wrong here?

--
regards,
Mikhail

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Peter van Beugen | 4 Dec 2009 13:35

Quick ticket search area?

Would be nice if there was a quick ticket search area in the main navigation area:

Incoming calls about existing tickets could quick and easy be searched.

Numeric = ticketnumber search

Email address = search on “from” email address

Regards,

Peter van Beugen

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