Znuny and ((OTRS)) Community Edition

Hi, After upgrading from 6.0.32 to 6.5.1 the ticket search performance went from less than 5 sec to more than 40 sec. I've tried rebuilding the index, change the minimum word length, increase the word size and archiving half the tickets and still no luck. No noticeable change in performance with any...

I'm marking this as solved. Anyone wishing to do this has now a couple of routes to do it by configuration and pointers to creating a Postmaster Filter.

I'll try to write this last one myself. If I find get it running, I'll post it here.

Thank you all for your help.

Hi crythias. I think I understand the Postmaster Filter Module option. The idea would be to write a new module that rejects the followups if they are for a ticket older than X days. This way I wouldn't loose things with an OTRS update. What I failed to find out was the order in which the Postmaster ...

In reply to crythias: "I'm not sure what queue moves mean to your metrics." We need to know what queue the ticket ended up in order to draw statistics on what areas are we getting more tickets (software, hardware, etc...). If we move all tickets to the same queue after 3 months we loose th...

Hi Roy.

Which add-on do I need?

Thanks in advance.

"Creating an "Archive" queue."

That's what I said in my initial question. In order not to loose the Queue statistics I would have to create an entire twin queue tree with no follow-up possible.

Is there any simpler option?

"I won't answer to unfriendly users any more. A greeting and regards are just polite."

You're right.

Hi

Thanks in advance.

Hmmm... interesting. That would work but it would mean retrain all the agents and "loosing" the "Close" option in all the menus.

Any other idea?

I know some perl. I'm happy to change the code if anyone points me in the right direction.

Our system currently uses "Follow up: possible" on all queues. This is what we are used to and normally plays out well. But, from time to time there is someone that reopens a 3 month old ticket. Is there any way to prevent the reopening of tickets older than? I suppose a possibility would ...