Documentation

(@yor.feix)

Documentation

Add documentation to enable SELinux

I think it is a bad habit to write in the documentation: "to run this software you have to disable SELinux"

For a productive system it is not a good practice to disable it.

It wood be better to show up which rules are needed to run OTRS.

Another option would be to point at the permissive state for SELinux that logs all needed permissions tant can be enabled afterwards by an audit tool in a batch.

Voting

3 votes

Documentation

Upgrading to New System

Step 4 says to setup new system. Step 5 says to install new release. There is never a step to import my old database. If I'm upgrading to a new system, when do I import my old database? Should that be before step 4, and install the old OTRS system, then upgrade?

 

I just think the documentation needs to be clearer if building a new system instead of doing an in-place upgrade.

 

Thank you.

Voting

1 vote

Documentation

Documentation Upgrade OTRS-Framework

I just upgraded the OTRS-Framework from 3.1.2 to 3.2.5 on a SLES 11 SP2 System. Now I am not sure, if the installation and configuration was completly successful, because of warnings about mysql during installation. It looks to me that stopping mysql was wrong. I understood from point "1. Stop all relevant services" that I had to stop also mysql. In the following is my feedback from Installation from the rpm: backup ...more »

Voting

0 votes

Documentation

Tip for optimize database

After changing database backend for attachments with the proposed command:

 

bin/otrs.ArticleStorageSwitch.pl -s ArticleStorageDB -d ArticleStorageFS

 

It's a good idea to optimize the database, mainly MySQL, connecting at MySQl and running the commands:

optimize table article_attachment;

optimize table article_plain;

optimize table ticket_history;

Voting

0 votes

Documentation

Explain how to use alphabetical ordering of Postmaster filters

In the documentation, the page 'Filtering incoming messages' should explain that OTRS applies the filters in alphabetical order. So even though the GUI does not provide an intuitive way to order the filters in the list, it is possible to set the order indirectly by naming the filters adequately. For example by prefixing all filter names with numbers, like this: '001 first filter', '002 second filter', etc.

Voting

6 votes

Documentation

Add HEADLINE column inside article overview table

When working on a ticket with lot of articles it is often difficult to find the right article from interest - this is due to the fact that most customers do not change the subject line of their emails. Inside the article thread view all articles are listed with the same SUBJECT. Therefore I do suggest to add an additional column (HEADLINE) inside this view where agents can easily put a rough description or headline of ...more »

Voting

1 vote

Documentation

Notification Event handling

I suggest to enhance the notification (event) feature, so that you can define conditions when email should be send in more detail. For example send email when ticket-type has been changed from X to Y. Or when ticket has been moved from W to V queue. Or when freetext field A has been updated. At the moment you can just define for a change in general - but this will spam your inbox if you are only interested in some specific ...more »

Voting

13 votes