KalyanaChakravarthy MP | 22 May 2013 14:58

update time for customer and mysql database dynamic value store

Hi ,

1.       How to find the customer  update time.  Any Ticket agent update time  that is  change time of ticket . same way customer also updated ticket is  change time   or any option there Column  in  database.

2.       Specify ticket dynamic value where store in database in ticket table not having, how to linking dynamic field values in tickets . any ticket number base how to find out dynamic  value.

 

Please anybody help me

 

Thank you

Regards,

Kalyana chakravarthy M .P,

Sr software Engineer.

 

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Mario Zamora | 21 May 2013 17:17
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LDAP error message: Authentication succeeded, but no customer record found in the customer backend

You have to create the users in the customer database, LDAP is used only to check if user and password matches. The customer database is the user information for OTRS. And yes, you have to create one by one, or create a script that reads users from ldap and writes to otrs database.

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KalyanaChakravarthy MP | 21 May 2013 08:04

Ticket Number Generator based on customerID or company name

hi,

how to create ticket number Generation based on company name or customerID. Any  possible way OTRS 3.2.1. can u anybody help me.


example 
      company name “XYZ” ticket  number will be start like "
company name.date.ID.count"  à “XYZ20130510001” ,counter start like 10000,
 if other company id means start like 20000 

Thank you,

Regards,

Kalyana chakravarthy M .P,

Sr software Engineer.

 

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Marty Hillman | 20 May 2013 18:58

ITSM Upgrade to 3.2.4 failing

This is a bit odd.  It is not telling me specifically which error occurred.  I have tried uninstalling the ITSM 3.2.2 packages, but that seems to take me back to the list without any errors and does not appear to complete the uninstall.  I finally got the error below when attempting to run an upgrade.  Any thoughts?  I am guessing it is a permissions error somewhere, but I ran “/opt/otrs/bin/SetPermissions.pl /opt/otrs” and it appeared to function properly.  The ITSM upgrade fails through the browser every time.

 

Oops! An Error occurred.

Error Message: Package is not installed, can't upgrade!

.

Error Details:

Error Details

Backend ERROR: OTRS-CGI-10 Perl: 5.14.2 OS: linux Time: Mon May 20 11:53:17 2013 Message: Package is not installed, can't upgrade! RemoteAddress: 172.18.3.20 RequestURI: /index.pl Traceback (11895): Module: Kernel::System::Package::PackageUpgrade (OTRS 3.2.6) Line: 614 Module: Kernel::Modules::AdminPackageManager::_UpgradeHandling (OTRS 3.2.6) Line: 1563 Module: Kernel::Modules::AdminPackageManager::Run (OTRS 3.2.6) Line: 718 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.2.6) Line: 863 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

 

 

5801 Clearwater Drive, Minnetonka, MN 55343

P 612.617.4333 | M 612.412.1098 | E mhillman <at> equuscs.com

 

 

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Thiago Zerbinato | 20 May 2013 18:41
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Free Period Appointment Ticket

Guys,

We are using OTRS OTRS 2.4.12 for the last 3 years...  now we need to appoint period on a ticket's... and not work time... for ex.
: We need to appoint in a ticket that I have worked on it from 2013-05-20 08:00 to 2013-05-20 12:00 ...

Is that possible ?


Atenciosamente,
 
Thiago Marangoni Zerbinato
OCP 8i / OCP 10g / RAC 10g Certified / VCP4
(+55 16 9225-0802)
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KalyanaChakravarthy MP | 20 May 2013 13:50

SLA clock stop

HI Team,

 

I have a ticket with SLA  solution time . how to hold or stop sla or change SLA time in manually . can u anyone help me.

 

Thank you,

Regards,

Kalyana chakravarthy M .P,

 

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Bogdan Iosif | 20 May 2013 13:22
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How to bulk edit a random list of tickets

Hi list,

I have a random list of tickets provided to me just with their numbers and without a search criteria (they don't match any such criteria).

Example:

Please change dynamic field "Flag1" to value "off" for tickets with numbers:

2012122010786628
2013021710795472
2013041110000870
2013061310000604
...

/Example

I would like to use the bulk edit function from the agent UI to edit a dynamic field assoc. with these tickets but, as far as I know, I can't because they can't all be found through a single search.

Is there a way to search for them by providing a list of ticket numbers to the search? I tried and it doesn't seem to work but still hope I'm missing something because it seems like a very common sense scenario.

Thanks,
bogdan

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Muhammad El-Sergani | 19 May 2013 14:05
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Disable "Customer automatically added to Cc"

Dears,

I would like to disable the "Customer automatically added to Cc" feature on OTRS v3.1.11, any pointers please?

Thanks
//M
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Stephan Lang | 17 May 2013 13:34
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Preventing ticket close on specific ticket type

Hello,

 

I’ve created different ticket types and edited the customer ticket creation template to open all new tickets as a specific type.

Now I’d like to prevent agents to close tickets with this initial ticket type.

Does anyone know a config setting or work around for this?

I’m using OTRS 3.0 without ITSM.

 

Thanks a lot.

 


Mit freundlichen Grüßen

i.A. Stephan Lang

 

Bock 1 GmbH & Co. KG
An der Heide 17
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pers. haft. Geschäftsführer: Hermann Bock
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Artis Caune | 17 May 2013 03:33
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OTRS caching module for Redis

Hey guys,

While looking at FileStorable cache issue with our OTRS cluster, I realized it should not be so hard to write Redis cache backend.

Attached is module to put in Kernel/System/Cache/

- install dependency:
    apt-get install libredis-perl

- Set up Redis server and point to it in Config.pm:
    $Self->{'RedisServer'} = '10.10.10.10:6379';

- Select new backend in Cache::Module SysConfig


Does not make sense for one server, but if you are on NFS makes so much big difference.

Should be fairly easy to port to Memcache.

Any comments ?


--
Artis Caune

    Everything should be made as simple as possible, but not simpler.
package Kernel::System::Cache::RedisStorable;

use strict;
use Digest::MD5 qw(md5_hex);
use Try::Tiny;

use Redis;

use vars qw( <at> ISA $VERSION);
$VERSION = qw($Revision: 1.0 $) [1];

sub new {
    my ( $Type, %Param ) =  <at> _;

    my $Self = {};
    bless( $Self, $Type );

    # check needed objects
    for (qw(ConfigObject LogObject MainObject EncodeObject)) {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }

    if (!$Self->{ConfigObject}->{redis}) {
        my $RedisServer = $Self->{ConfigObject}->Get('RedisServer');
        my $r;
        try {
            $r = Redis->new(server => $RedisServer);
        } catch {
            return $Self;
        };

        $Self->{ConfigObject}->{redis} = $r;
    }

    return $Self;
}

sub Set {
    my ( $Self, %Param ) =  <at> _;

    return if !$Self->{ConfigObject}->{redis};

    # check needed stuff
    for my $Needed (qw(Type Key Value TTL)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    my $Dump = Storable::nfreeze(
        {
            TTL   => time() + $Param{TTL},
            Value => $Param{Value},
        }
    );

    my $Filename = $Self->{EncodeObject}->EncodeOutput($Param{Key});
    my $Key = $Param{Type} . '/' . md5_hex($Filename);
    my $Value = $Self->{EncodeObject}->EncodeOutput($Dump);

    try {
        $Self->{ConfigObject}->{redis}->set($Key => $Value);
        $Self->{ConfigObject}->{redis}->expire($Key => $Param{TTL});
    } catch {
        undef $Self->{ConfigObject}->{redis};
        return;
    };

    return 1;
}

sub Get {
    my ( $Self, %Param ) =  <at> _;
    my $Content;

    return if !$Self->{ConfigObject}->{redis};

    # check needed stuff
    for my $Needed (qw(Type Key)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    my $Filename = $Self->{EncodeObject}->EncodeOutput($Param{Key});
    my $Key = $Param{Type} . '/' . md5_hex($Filename);

    try {
        $Content = $Self->{ConfigObject}->{redis}->get($Key);
    } catch {
        undef $Self->{ConfigObject}->{redis};
        return;
    };

    # check if cache exists
    return if !$Content;

    # read data structure back from file dump, use block eval for safety reasons
    my $Storage = eval { Storable::thaw( $Content ) };
    if ( ref $Storage ne 'HASH' ) {
        $Self->Delete(%Param);
        return;
    }
    return $Storage->{Value};
}

sub Delete {
    my ( $Self, %Param ) =  <at> _;

    return if !$Self->{ConfigObject}->{redis};

    # check needed stuff
    for my $Needed (qw(Type Key)) {
        if ( !defined $Param{$Needed} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $Needed!" );
            return;
        }
    }

    my $Filename = $Self->{EncodeObject}->EncodeOutput($Param{Key});
    my $Key = $Param{Type} . '/' . md5_hex($Filename);

    try {
        $Self->{ConfigObject}->{redis}->del($Key);
    } catch {
        undef $Self->{ConfigObject}->{redis};
        return;
    };

    return 1;
}

sub CleanUp {
    my ( $Self, %Param ) =  <at> _;

    return if !$Self->{ConfigObject}->{redis};

    if ( $Param{Expired} ) {
        return 1;
    }

    if ( !$Param{Type} ) {
        try {
            $Self->{ConfigObject}->{redis}->flushdb();
        } catch {
            undef $Self->{ConfigObject}->{redis};
            return;
        };
        return 1;
    }

    my  <at> keys;
    try {
         <at> keys = $Self->{ConfigObject}->{redis}->keys( $Param{Type} . '/*' );
        foreach ( <at> keys) {
            $Self->{ConfigObject}->{redis}->del($_);
        }
    } catch {
        undef $Self->{ConfigObject}->{redis};
        return;
    };

    return 1;
}

1;
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Luca Maranzano | 14 May 2013 13:12
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[SOLVED] Re: Ajax and JSON Error after upgrading from 3.1.8 to 3.2.6

Hello all,
we have solved this nasty issue switching from apache2-mpm-prefork to apache2-mpm-worker, tested on both Ubutu 10.04 and Ubuntu 12.04 (64 bit arch).

It has been quite hard to figure it out!

For the moment I cannot say from where the bug is generated: apache2, mod_perl or JSON ?

If someone among you has a working configuration with multiple OTRS instances on Apache2-mpm-prefork under Ubuntu 10.04 or 12.04 (with "PerlOptions +Parent") plese let me know, I'd like to do some in depth configuration analysis.

HTH
Cheers,
Luca




On Mon, May 6, 2013 at 5:25 PM, Luca Maranzano <liuk001 <at> gmail.com> wrote:
Hello,
we have two OTRS 3.1.8 instances running fine on Ubuntu 10.04 64 bit, with 2 Apache Virtual Hosts configured with the "PerlOptions +Parent" option.

Today I've upgraded one of the instances to version 3.2.6, upgrade went well with no errors, but now from the "Create New Request by Email" page, after selecting the From Queue we get a Browser error saying this:

Error during AJAX communication. Status: error, Error: Internal Server Error


and in the Apache Error log for the Virtual Host this is logged:

[Mon May 06 16:30:52 2013] [error] encountered object 'false', but neither allow_blessed nor convert_blessed settings are enabled at /opt/otrspath1/Kernel/System/JSON.pm line 106.\n

and the Operator pull down menu is not populated at all.

The Perl modules check is OK.
Is this a known issue ? May be related to the multiple instances configuration ?

Thanks in advance for your support.
Best regards,
Luca

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Gmane