June 2016 - otrs - OTRS mailing lists

OTRS 5: Company tickets enabled, but ticket view is empty
by Edson Richter 24 Jun '16

24 Jun '16

Hi! I've very beginner with OTRS, and zero knowledge on Perl. -> OTRS 5 patch 10 on OEL 7 x64, MariaDB database. I've a Customer created with several (180) tickets on it from about 4 users. All of users are associated with a Customer ID from day zero. Now, I've created a group "CustomerPortalManager" and add a customer user to it. Then, in SysConfig, I've Ticket::Frontend::CustomerDisableCompanyTicketAccess = no in CustomerFrontend::Module###CustomerTicketOverview I've enbled group "CustomerPortalManager" for Company Tickets group config The menu appears on in customer portal, but when user selects it, nothing is shown. What I'm doing wrong? -- Atenciosamente, Edson Carlos Ericksson Richter

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Version 5.0.10 installation on AWS Linux Centos
by Paolo Mosconi 23 Jun '16

23 Jun '16

Hi, I am doing a fresh installation from rpm and I got the following error. [:error] [pid 2426] Cannot find current script '/opt/' at /usr/share/perl5/FindBin.pm line 166.\nBEGIN failed--compilation aborted at /usr/share/perl5/FindBin.pm line 166.\nCompilation failed in require at /opt/otrs/bin/cgi-bin/installer.pl line 25.\nBEGIN failed--compilation aborted at /opt/otrs/bin/cgi-bin/installer.pl line 25. Installation commands: sudo yum install httpd24 mod24_perl --nogpgcheck otrs-5.0.10-01.noarch.rpm sudo yum -y install http://download.fedoraproject.org/pub/epel/6/i386/epel-release-6-8.noarch.r… sudo yum -y install "perl(Text::CSV_XS)" I have a running V 4 since 2 years and I don't remember having encountered this in the past. Any help is appreciated Paolo Mosconi [ACTVALUE_LOGO firma email] ActValue Consulting and Solutions Via V. Buzzi, 4 - 20017 RHO (Milano) - ITALY T +39 02 934642 27 M +39 335 8107163 Skype: pmosconi paolo.mosconi(a)actvalue.com<mailto:paolo.mosconi@actvalue.com> www.actvalue.com<http://www.actvalue.com/> www.my-ecommerce.it<http://www.my-ecommerce.it/>

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Dynamic fields from email headers?
by Nick Bright 22 Jun '16

22 Jun '16

Is it possible when generating a ticket by email (for example from a web form) to create X-Dynamic-Field headers that would create specified dynamic fields in the ticket that is being created? For example X-Dynamic-Field-Address1=AddressString to create populate the dynamic field "Address1" with "AddressString"? -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

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Re: [otrs] otrs Digest, Vol 93, Issue 9
by Placide Lysias NJAMI 22 Jun '16

22 Jun '16

Thanks Rick, It works for me too. Below the steps exactly used : 1. mysql -u root -p SET GLOBAL innodb_fast_shutdown = 0 2. sudo service mysql stop 3. sudo su 4. mv /var/lib/mysql/ib_logfile* /tmp 5. vim /etc/mysql/my.cnf Change lines like below : innodb_buffer_pool_size = 1024M innodb_log_file_size = 256M Save the file 6. sudo service mysql start PLOBLEM SOLVED !!! Cdt, Placide -----Message d'origine----- De : otrs [mailto:otrs-bounces@otrs.org] De la part de otrs-request(a)otrs.org Envoyé : mercredi 22 juin 2016 12:02 À : otrs(a)otrs.org Objet : otrs Digest, Vol 93, Issue 9 Send otrs mailing list submissions to otrs(a)otrs.org To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/cgi-bin/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request(a)otrs.org You can reach the person managing the list at otrs-owner(a)otrs.org When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..." Today's Topics: 1. Innodb warning (Placide Lysias NJAMI) 2. Re: Innodb warning (Rick Heisterhagen) ---------------------------------------------------------------------- Message: 1 Date: Wed, 22 Jun 2016 11:34:40 +0000 From: Placide Lysias NJAMI <p.njami(a)gelgh.com> To: <otrs(a)otrs.org> Subject: [otrs] Innodb warning Message-ID: <004e01d1cc7a$11f94400$35ebcc00$(a)gelgh.com> Content-Type: text/plain; charset="us-ascii" Dear, How to correct the warning message we have on our OTRS system registration? (See below) InnoDB Log File Size (5 MB): The setting innodb_log_file_size must be at least 256 MB. Thanks in advance! Best Regards / Cordialement ----- Placide NJAMI | HEAD OF IT DEPARTMENT GOLDEN EXOTICS LTD - GHANA P.O. Box K.I.A. 16105 - ACCRA Email: p.njami(a)gelgh.com<mailto:p.njami@gelgh.com>

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by nolan_stephen1＠yahoo.com 21 Jun '16

21 Jun '16

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autostate and stateupdate
by André Cavalcante 20 Jun '16

20 Jun '16

Hi folks, I'm using OTRS 4.X. It runs on a linux server. I just can't figure it out how to setup autostate after pending close +. What I've done and what I' like to happen is the following: 1) I've added "pending autoclose +" to the "Ticket::PendingAutoStateType" parameter 2) at pending time each ticket should return to the state specified in "Ticket::StateAfterPending". Which is a customized state called "fechado automaticamente", that means "automatically closed". 3) I've created also a notification event, for sending an e-mail to the customer using updatestate everytime the ticketstate changes to "fechado automaticamente". The point is: the state is not being changed after pending time. Any hint? The notification is working fine, if I change state manually. Thanks -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

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Tag <OTRS_CUSTOMER_REALNAME> wrongly documented or implemented?
by Frank Thommen 14 Jun '16

14 Jun '16

Hi, in the tag reference at the bottom of the "Edit Notification" page in OTRS 5.0.9 the tag "<OTRS_CUSTOMER_REALNAME>" is described as "To get the realname of the sender (if given).". Effectively, it is replaced by the name of the ticket customer but *not* by the name of the effective sender (which could e.g. be a third party answering to a Cc received from that ticket). So either the tag name is misleading (should rather be something like "OTRS_SENDER_REALNAME") and the replacement is buggy or the documentation is wrong (should rather read "To get the realname of the ticket's customer user (if given)."). Any thoughts on this? Cheers Frank

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Generic Agent - causing ticket events
by Nick Bright 14 Jun '16

14 Jun '16

Greetings, I'm starting a new thread as this has gotten off the topic of the old thread. I'm attempting to use a Generic Agent to do a one-time action across all tickets. I'd like to run a TicketCustomerUpdate event (leaving the customer to be the same as it is - simply triggering the event). This is so that a Dynamic Field mapping which happens on a TicketCustomerUpdate event will occur, copying the Dynamic Field to all tickets in the system. Reviewing the parameters of the Generic Agent interface, I'm not seeing a method of causing an Event to occur on the ticket. Note that I'm not wanting to run the Generic Agent on an event. I'm trying to /cause /an event. Any suggestions or documentation links appreciated. Thanks, -- ----------------------------------------------- - Nick Bright - - Vice President of Technology - - Valnet -=- We Connect You -=- - - Tel 888-332-1616 x 315 / Fax 620-331-0789 - - Web http://www.valnet.net/ - ----------------------------------------------- - Are your files safe? - - Valnet Vault - Secure Cloud Backup - - More information & 30 day free trial at - - http://www.valnet.net/services/valnet-vault - ----------------------------------------------- This email message and any attachments are intended solely for the use of the addressees hereof. This message and any attachments may contain information that is confidential, privileged and exempt from disclosure under applicable law. If you are not the intended recipient of this message, you are prohibited from reading, disclosing, reproducing, distributing, disseminating or otherwise using this transmission. If you have received this message in error, please promptly notify the sender by reply E-mail and immediately delete this message from your system.

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Copy LDAP field to dynamic field
by Lars Jørgensen 14 Jun '16

14 Jun '16

Hi, Is it at all possible to copy an LDAP field to a dynamic field? It's important to us that the users' departments are registered on the tickets for statistical purposes. We're doing it manually, but it seems absurd when you can see the field in the Customer Information Sidebar box. -- Lars

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OTRS doesn't seem to use configured proxy -> No news, no package version check
by Frank Thommen 14 Jun '16

14 Jun '16

Hi, our OTRS instance (5.0.9 on CentOS 6) has a proxy configured in SysConfig Core::Package::Proxy In the OTRS System Log I can see: Fri Jun 3 18:31:23 2016 error OTRS-CGI-47 Can't perform POST on https://cloud.otrs.com/otrs/public.pl: 500 Can't connect to cloud.otrs.com:443 (Connection refused) The package manager reports for every package: SomeOTRSpackage 1.2.3 - Package not verified due a communication issue with verification server! The Dashboard reports: Can't connect to OTRS News server! `tcpdump host cloud.otrs.com` reports (on each opening of the PackageManager): 18:33:43.833030 IP OUR_OTRSSERVER.45467 > portal.otrs.com.https: Flags [S], seq 3033083959, win 14600, options [mss 1460,sackOK,TS val 195676033 ecr 0,nop,wscale 7], length 0 18:33:43.833259 IP portal.otrs.com.https > OUR_OTRSSERVER.45467: Flags [R.], seq 0, ack 3033083960, win 14600, length 0 18:33:43.862154 IP OUR_OTRSSERVER.45468 > portal.otrs.com.https: Flags [S], seq 3311162058, win 14600, options [mss 1460,sackOK,TS val 195676062 ecr 0,nop,wscale 7], length 0 18:33:43.862399 IP portal.otrs.com.https > OUR_OTRSSERVER.45468: Flags [R.], seq 0, ack 3311162059, win 14600, length 0 This is the same pattern I see, when I do a `curl` to https://cloud.otrs.com *without* proxy. When accessing cloud.otrs.com through the proxy, there should no traffic be reported by `tcpdump host cloud.otrs.com`. It doesn't make a difference if I define the proxy in Core::WebUserAgent::Proxy or in Core::Package::Proxy or in both. Any thoughts or pointers on how to solve this issue? Cheers Frank

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