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Old 09-13-2011, 01:08 AM   #1
roopakl
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Registered: Sep 2011
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otrs database


Hi.all, I isntalled otrs on cent-5.6, it is working fine apart from 2-3 things(unable to send auto response to the customer when the customer rise the new ticket, etc). Althogh I am happy with otrs because user itself can create their login info. And we can trace the tickets and take necessary action.
And I just want to know that where the otrs databases(user's tickets i.e opened tickets, closed tickets) are stored. I am on bit confuse because whenever we create agents or customers are not present in the sql databases. I ran "show databases" it is showing only about mysql and otrs. Then where newly created agents and customers information is storing. The otrs directory is located under /opt by default. And how long the closed tickets will be stored. If I want to save closed tickets info for ever what should I do? And what all the things I have to enable to send auto response to newly created tickets. I will be waiting for your kind response.
 
Old 09-15-2011, 05:52 PM   #2
Mitchal
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Registered: Aug 2008
Location: Sydney
Distribution: Fedora
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Smile

Hi Roopakl,
I have got OTRS up and running on Centos as well and have been running it for about 6 months now. I can't see any reason for OTRS deleting any historical data unless otherwise specified. In terms of where your new customers and agents have been stored.... i'm not really good at running queries on a DB and someone chime in if they have a good idea of what query to run but maybe you could setup another install of otrs on centos in a virtual machine and point it to 1 database at a time to see what info is present and what is missing. I couldn't imagine the data being stored across multiple db's though.

I trust you have consulted the documentation for the sendmail function in otrs http://doc.otrs.org/2.0/en/html/c1216.html

Also what are your logs saying? they can be found in admin>system log. are the replies being generated and attached to the ticket record but just not being sent out?
 
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Old 09-15-2011, 10:45 PM   #3
roopakl
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otrs database

Thanks for your kind reply.
Then no need to worry about as the closed tickets may get delete. There are several options, in that I found a option to generate the tickets in the pdf format. We need to do it for each ticket which consume more time. So is there any way by which weekly/monthly once I can generate all closed tickets in one pdf file. If yes, it would be very helpful to store the ticket details in another machine also.

I saw the url, but users are getting mails when they sign up for for time. and It is sending mails to the users when they request for forgotten password which means I think sendmail option is enabled by default. I need auto response to the users about their new and closed tickets.

Do we have authority to customize the otrs product as our own? I mean, do we have authority to change name, logo etc.


Quote:
Originally Posted by Mitchal View Post
Hi Roopakl,
I have got OTRS up and running on Centos as well and have been running it for about 6 months now. I can't see any reason for OTRS deleting any historical data unless otherwise specified. In terms of where your new customers and agents have been stored.... i'm not really good at running queries on a DB and someone chime in if they have a good idea of what query to run but maybe you could setup another install of otrs on centos in a virtual machine and point it to 1 database at a time to see what info is present and what is missing. I couldn't imagine the data being stored across multiple db's though.

I trust you have consulted the documentation for the sendmail function in otrs http://doc.otrs.org/2.0/en/html/c1216.html

Also what are your logs saying? they can be found in admin>system log. are the replies being generated and attached to the ticket record but just not being sent out?
 
Old 09-16-2011, 01:41 AM   #4
Mitchal
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Registered: Aug 2008
Location: Sydney
Distribution: Fedora
Posts: 9

Rep: Reputation: 3
Hi Roopakl,
I'm not quiet sure how to create the pdf document containing all the tickets for a specified period... only how to run the reports listed under the "statistics" tab in otrs.

in terms of the auto responses for when a ticket is created ... this is done through Admin>Auto Responses>default Reply. you just need to change this to valid and format your response template. this will create a generic reponse which is useful for acknowledgement emails being sent to the customer.

For emails to say that a ticket has been closed i use the Notification(Event)function in the admin area. here you can create conditions for which the email will be sent out. i have not yet figured ut a way to alert a customer of a note(update) to their ticket unfortunately so as a work around i have created an "empty response" template in the responses option which i can select and write the update. this logs it in the ticket history and also advises the customer.

this part of the documenation is the best place to look http://doc.otrs.org/1.3/en/html/syst...-customer.html
 
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Old 09-16-2011, 03:15 AM   #5
loveulinux
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otrs database

Ok, Thanks, Then what about this
Do we have authority to customize the otrs product as our own? I mean, do we have authority to change name, logo etc.

Quote:
Originally Posted by Mitchal View Post
Hi Roopakl,
I'm not quiet sure how to create the pdf document containing all the tickets for a specified period... only how to run the reports listed under the "statistics" tab in otrs.

in terms of the auto responses for when a ticket is created ... this is done through Admin>Auto Responses>default Reply. you just need to change this to valid and format your response template. this will create a generic reponse which is useful for acknowledgement emails being sent to the customer.

For emails to say that a ticket has been closed i use the Notification(Event)function in the admin area. here you can create conditions for which the email will be sent out. i have not yet figured ut a way to alert a customer of a note(update) to their ticket unfortunately so as a work around i have created an "empty response" template in the responses option which i can select and write the update. this logs it in the ticket history and also advises the customer.

this part of the documenation is the best place to look http://doc.otrs.org/1.3/en/html/syst...-customer.html
 
Old 09-19-2011, 05:37 PM   #6
Mitchal
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Registered: Aug 2008
Location: Sydney
Distribution: Fedora
Posts: 9

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G'day,
I'm pretty sure you can customize otrs as it is distributed under the GNU licensing. http://doc.otrs.org/3.0/en/html/ is the online manual which will tell you how to insert your companies logo and make other mods.
 
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Old 09-20-2011, 01:02 AM   #7
roopakl
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Registered: Sep 2011
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otrs database

Thanks for the clearing my doubts.


Quote:
Originally Posted by Mitchal View Post
G'day,
I'm pretty sure you can customize otrs as it is distributed under the GNU licensing. http://doc.otrs.org/3.0/en/html/ is the online manual which will tell you how to insert your companies logo and make other mods.
 
  


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