I am trying to create a trouble ticket system however when you do a reply you get a new message ID.  I was hoping to use the message ID as a ticket number and just wanted to use the reply as an append to the orginal message id, however each reply creates a new message id. This would be a nightmare to track and if I closed the ticket I would have to close every log entry related to this.

Does anyone know how to either make the reply and appended reply (appended to the orignal message id) or how to create a field that automatically gives it a new trouble ticket number.

Has anyone configured a trouble ticket system that I could look at to get some ideas?

Thanks,

Lance

First of all, ELOG has been designed having shift logbooks in mind, so it probably will never be a perfect trouble ticket system. Nevertheless, there are some options which can help in that respect:

• Use attributes Ticket and Status
• Preset Ticket with a running ticket number via
  
  Preset ticket = TCK-#####
  

  This will increment the 5-digit ticket number whenever you create a new ticket, but will not update it when you do a reply

• Use Status to determine the status of the whole trouble ticket chain (initial entry plus replies)

  Options Status = open, closed
  Preset Status = open

• Once a ticked chain is closed, do the following:

  • Go to the threaded list display
  • Click on Select
  • Select the trouble ticket chain
  • Click on Edit
  • Now change Status from "Open" to "Closed"

This will then modify the Status of the whole chain from "Open" to "Closed"

Stefan,

Thanks for this, I had already implemented the Preset Ticket Nr = TT-##### but I didnt use the threaded and Select to close the ticket, very nice tip thanks. I think this program can be have several uses, and working very well. The trouble ticketing will work for us.

Once again thanks for the very speedy support.

Lance

Hi

I tried the 'Preset ticket = TCK-#####' method to create unique numbers for our application. This worked very nicely until we replied to a earlier message, if we then create a new message the system creates a sequential number after the last message number we replied to. For example if we have 10 messages. If someone replies to message number #2 then when a new record is created it is then assigned number #3 not #11, thus making a duplicate entry for #3.

 Any ideas?

Cheers Richard

Preset ticket = TCK-#####

Preset on reply ticket = TCK-#####

Preset ticket = TCK-#####

Preset on reply ticket = TCK-#####

When I was browsing this forum about my previous problem, I found 
this thread. A ticket number that applies to all entries in a 
thread, but is unique to that thread.

But I have the same problem as Richard Ecclestone reported, and the
"Preset on reply ticket" line from your reply has not had any effect.

It appears that on starting a new thread (which is to have that
ticket number), the ticket number is just incremented by one from
that of the previous (as in previous ID number) entry.  This is
fine if each thread is completed before a new one started, but if
there are more than one active thread, which can be progressed
further in any order, new threads are likely to be issued with a
ticket number which has already been issued (see Richards's example).

An alternative source of unique numbers would be the Entry number (as
in "696 Entries", top right of the midas.psi.ch/elogs/Forum page),
which would be the seed for the ticket number on new entry.  Not sure
of the syntax for that, or for the replies to have *that* number for
the config file.  I know there is a problem if you move a number of
threads away, but the only alternative (that I can think of) is to
store the seed number somewhere, and increment it every time a new
thread is started.

Or have I got something wrong here? 
Thanks.

Regards,

David.

[demo]
Theme = default
Attributes = Ticket, Author, Subject
Preset Ticket = TCK-####

The the first entry gets TCK-0001. Any reply to that stays with TCK-0001. Then I do another "new" entry, which gets TCK-0002. Even if I then do another reply to the first thread, that will just stay with TCK-0001. So avoid using 'Preset on reply Ticket". The post from Richard was different, he wanted a new number also for replies (if I understand correctly).

Ok, now I got the point, also Richard had the same problem. Assume we have 10 threads, and thus ticket numbers 1-10. Now we get a reply to #2, which then pops up to the top of the list. A new message increments the top entry of all entries, and then wrongly gives a new #3, instead of #11.

I fixed this in SVN revision 2073, where elogd searches all logbook entries for the largest index, then increments this one by one. The fix will be contained in the next release.

Can I control the content of the Subject on an email notification?

i.e. Can I copy the subject from the elog entry into the email subject?

Thanks,

//Bill

I found the answer in the docs.

In the config file add

Use Email Subject = Added Text: $subject

This results in the e-mail subject being set to "Added Text: elogentry subject line"

Thanks for a great tool!

Hi,

I've just upgraded from 2.6.2 to 2.7.3.

In my config file, I have

Quick filter: Date, ID.

When starting 2.7.3, across the top I now get 

"Error: Attribute "ID" for quick filter not found"
followed by an entry box.

If an ID is typed into that box, it sort of finds the right entry (+/- a few on occasion).

I cannot see any documented change that would affect how the Quick filter works.  Any clues?  Thanks.

> Hi,
> 
> I've just upgraded from 2.6.2 to 2.7.3.
> 
> In my config file, I have
> 
> Quick filter: Date, ID.
> 
> When starting 2.7.3, across the top I now get 
> 
> "Error: Attribute "ID" for quick filter not found"
> followed by an entry box.
> 
> If an ID is typed into that box, it sort of finds the right entry (+/- a few on occasion).
> 
> I cannot see any documented change that would affect how the Quick filter works.  Any clues?  Thanks.

Actually it is nowhere written the 'ID' for a quick filter should work. After investigating, I realize that it
worked previously "by accident". I added in meantime some test so there is a warning for quick filter attributes
which do not exist, and that's what you got. I loosened this test for 'ID' now in the current SVN version, so it
can be used. It does however not display the single entry you want, but a page containing that entry (which then
is displayed in bold). If you want exactly one entry, just add it's ID to the URL, like

https://midas.psi.ch/elogs/Forum/65767

for your previous entry.

> > Hi,
> > 
> > I've just upgraded from 2.6.2 to 2.7.3.
> > 
> > In my config file, I have
> > 
> > Quick filter: Date, ID.
> > 
> > When starting 2.7.3, across the top I now get 
> > 
> > "Error: Attribute "ID" for quick filter not found"
> > followed by an entry box.
> > 
> > If an ID is typed into that box, it sort of finds the right entry (+/- a few on occasion).
> > 
> > I cannot see any documented change that would affect how the Quick filter works.  Any clues?  Thanks.
> 
> Actually it is nowhere written the 'ID' for a quick filter should work. After investigating, I realize that it
> worked previously "by accident". I added in meantime some test so there is a warning for quick filter attributes
> which do not exist, and that's what you got. I loosened this test for 'ID' now in the current SVN version, so it
> can be used. It does however not display the single entry you want, but a page containing that entry (which then
> is displayed in bold). If you want exactly one entry, just add it's ID to the URL, like
> 
> https://midas.psi.ch/elogs/Forum/65767
> 
> for your previous entry.

Thanks Stefan!

#include /elog-archive/additional.config

Sorry to bother you with this, but I am not a programmer and this is probably a simple question but I need some help if someone has the time.

Under Global I have the command   -  SMTP host  = smtp.comcast.net

ELOG responds with  -  Error sending Email via "smtp.comcast.net": 5.1.0 sender rejected : invalid sender domain

Your SMTP server does not accept the email send request from ELOG. That can have many reasons. Most systems are set up so that they do not accept SPAM. To do that, they do various checking of the sender address etc. Maybe you need an "Email from = mike2.cianci@comcast.net" in your config file to have a "real" sender address. Some more information you can get if you start elogd interactively in a DOS box with the "-v" flag, because then you will see all the debugging output of the communication between elogd and your SMTP server.

Hello,

I am trying to update from version V2.7.2-2041  to V2.7.3 but getting the attached error message. OS is Windows 2003. I installed the update on Windows XP without a problem. Does anybody know ho to solve that problem? Thanks!

Uwe

The shared library msvcr71.dll should be part of the operating system and placed under c:\windows\system32\msvc71.dll. If not it can be downloaded from

http://www.dlldump.com/download-dll-files.php/dllfiles/M/MSVCR71.dll/download.html

Thanks, that fixed it...

Hello,

When I started elogd on the mirror server, I can access to the website on it until cron job started. Once cron job started, the elog mirror server hang and I can't obtain any response on it.

How can I solve this problem ?

Kind regards

Stéphane

With this information I cannot diagnose the problem. I would recommend you to run the elogd on the mirror server in interactive mode with the "-v" flag, so you see all net traffic. Maybe this sheds some light on the problem.

  Hello,

The server hang at this point :

ID362  : 45F505AF26644D7F71A2AF6E9822554D
Cache  : 45F505AF26644D7F71A2AF6E9822554D
Remote : 45F505AF26644D7F71A2AF6E9822554D
 

I can't stop the process with ctrl+c

Kind regards

Stéphane

No, that does not help me to come to a conclusion. So I have no idea what's going on. When you do mirroring, you can start the synchronization from both server sides. Can you maybe try to do that from the "other" server? Maybe you have some firewall problem.

How can I put the output in a file to send it to you ?

I solve my mirror problem. It came from old logbooks made with old elog version. I replicate these manually and exclude them from mirror.

Kind regards

Stéphane

Hello,

When I start elogd on the mirror destination server, until cron job started, I can access to the website normaly. Once cron job started, I can't access to the website of the elog mirror destination server.

How can I solve this problem ?

Kind regards

Stéphane