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How to add Dynamicfields to Tickets recived through mail
by Karlos Jelez 06 Aug '18

06 Aug '18

Hi guys, I did enable Dynamic fieds in ViewPhone and Ticket email, both of theme when agent start the ticket. My question is how to add Dynamicfields to Tickets recived through mail? Thanks a lot Karlos

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OTRS 6 - problems with getting auto-responses sent as expected
by Stanford, Philip N. 03 Aug '18

03 Aug '18

We've recently moved from an ancient 3.0 version of OTRS to 6.0.10 (+ ITSM). Following this move, we're having problems getting auto-responses generated from some inbound emails. All our emails are handled by OTRS from a single IMAP mailbox, but arrive at that mailbox from a series of routes and with different 'To:' addresses. OTRS uses the System Email address to dispatch to a particular queue, and that queue has auto responses set. For some inbound messages we also use Postmaster Filters to direct tickets to particular queues, and set X-OTRS-Loop to 'true' where relevant to stop auto-responses. Some of our mails arrive at the OTRS mailbox after being redirected via an Office 365 mailbox, and it's these mails that are no longer generating an auto-response - this used to work on the OTRS 3.0 system. Instead, when looking at the ticket history, we are seeing this information message: Sent no auto-response because the sender doesn't want an auto-response (e. g. loop or precedence header) (Misc) However, as far as we can tell, no postmaster filters are being invoked, and this inbound email doesn't have any headers that would seem to trigger this behaviour. There's certainly no X-OTRS-Loop header, or 'Precedence' header. I've sanitised the received headers for a an email that triggers this behaviour - I've removed the header values but the attached file shows what headers are included. If a mail is directed straight at the OTRS mailbox rather than having to be re-directed via the Office 365 mailbox, the auto-responses get generated as expected (unless intentionally blocked by a postmaster filter). This suggests that maybe Office 365 is putting in some extra headers that trigger the warning. 1) Is there any way to check whether any postmaster filters ARE being invoked for a specific ticket - this used to be in the logs but I can't spot it in the OTRS 6 communication logs or elsewhere. 2) Is there any obvious header in the attached file that might trigger this issue? 3) Is there any Sysconfig option that might alter this behaviour? Thanks Phil ________________________________ This message (and any attachments) is for the recipient only. NERC is subject to the Freedom of Information Act 2000 and the contents of this email and any reply you make may be disclosed by NERC unless it is exempt from release under the Act. Any material supplied to NERC may be stored in an electronic records management system. ________________________________

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3.x upgrade path question
by Mike Morris 01 Aug '18

01 Aug '18

Hi All, /I've been pretty much lurking on this list for years... and am embarrassed to admit this, but:/ I have a 3.3.6 installation that I'm finally turning my attention toward upgrading. I want to migrate from an in-house server to a cloud hosted one in the process, so I don't need (want) to do a series of in-place upgrades if I don't have to. Questions: * Can I collect the DB upgrade scripts for all versions between 3.3.6 and current 6.x, run the upgrade scripts sequentially against my DB, and then just copy the DB into place on a brand new 6.x installation and have it work? o A bit of an over simplification... I know I've got to copy over the ZZZAuto.pm files necessary with any upgrade. o I have no custom Output "skins", but use plenty of Response Templates. Any other Config file system worries? * I am using external storage (Ticket::StorageModule = ArticleStorageFS) for attachments. The path to FS storage would (possibly) change on a new host. Am I right that properly setting the "ArticleDir" value will make this transparent? Thanks in advance, MikeM

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upgrade from 5.0.x to 6.0.8, stuck on a query
by Matteo Sgalaberni 24 Jul '18

24 Jul '18

Hello, I'm simulating the upgrade to 6.0.8 with postgresql. During the DB-update-to-6 script I see : - Error: The following sequences with possible wrong names have been found. Please rename them manually. pop3_account_id_seq standard_response_id_seq standard_response_attachment_id_seq system_user_id_seq ticket_link_ticket_id_master_seq ticket_link_ticket_id_slave_seq How I have to rename to? is it documented in some way this? - the process remain stuck on: Requirement check for: Create entries in new article table ... I see that the script it's waiting a running a query: SELECT COUNT(article_flag.article_id) FROM article_flag WHERE (article_flag.article_id NOT IN (SELECT article.id FROM article)) OR (article_flag.article_id IN (SELECT article.id FROM article WHERE article.ticket_id NOT IN (SELECT ticket.id FROM ticket))) the query it's running since over two hour... I digged...this is the planner of the query: QUERY PLAN ------------------------------------------------------------------------------------------------- Aggregate (cost=18890210286.49..18890210286.49 rows=1 width=8) -> Seq Scan on article_flag (cost=9800.98..18890209735.48 rows=220403 width=8) Filter: ((NOT (SubPlan 1)) OR (SubPlan 3)) SubPlan 1 -> Materialize (cost=0.00..63789.83 rows=545989 width=8) -> Seq Scan on article (cost=0.00..58926.89 rows=545989 width=8) SubPlan 3 -> Materialize (cost=9800.98..72524.81 rows=272994 width=8) -> Seq Scan on article article_1 (cost=9800.98..70092.84 rows=272994 width=8) Filter: (NOT (hashed SubPlan 2)) SubPlan 2 -> Seq Scan on ticket (cost=0.00..9183.58 rows=246958 width=8) (12 rows) my article table it's 646MB and contain 500k records. It's not so huge but this query seems not optimised in order to work fast on this scenario. What do you suggest to speedup the process? Thanks Matteo

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can't login after Update (OTRS 5 > 6)
by Soeren Fritsche 23 Jul '18

23 Jul '18

After updating from OTRS 5 to OTRS 6 we can't login. The login button ist not responding. here some lines from the Errorlog: ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-11 Perl: 5.22.1 OS: linux Time: Mon Jan 8 16:52:02 2018 Message: CommunicationLog(ID:312,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:608)::Kernel::System::MailQueue => Permanent sending problem or we reached the sending attempt limit. Message will be removed Traceback (1511): Module: Kernel::System::CommunicationLog::_LogError Line: 538 Module: Kernel::System::CommunicationLog::ObjectLog Line: 306 Module: Kernel::System::MailQueue::_SendError Line: 853 Module: Kernel::System::MailQueue::Send Line: 689 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Send Line: 194 Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Run Line: 143 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: (eval) Line: 144 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 235 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: /opt/otrs//bin/otrs.Daemon.pl Line: 137

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Delete attachments
by PREF31 OTRS 18 Jul '18

18 Jul '18

Hi, I have too many attachments on my database. Can I delete oldest attachments directly on the hard drive? I did a test and it seam correct but your views will help me. Thanks and best regards. Claude Pour une administration exemplaire, préservons l'environnement. N'imprimons que si nécessaire.

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OTRS 5 - Hiding fields from Create New Phone Ticket screen
by Willian Silva 17 Jul '18

17 Jul '18

Hi guys. How can I hide fields like: Service, SLA, Owner, Responsible from the new phone ticket screen ? I wanna hide this for certain agents / roles. Is it possible ? Best regards, Willian Silva.

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Re: [otrs] Mapping a single user acct to multiple Customer Orgs?
by LQ Marshall 11 Jul '18

11 Jul '18

On 7/11/18 05:45 (GMT-05:00) TC said....We have a user that would like to be able to view OTRS tickets from 2 different projects/orgs. Q: Is there a way to associate a user acct to more than one Customer org ? Been a while since setting this up but the following link should help get you started... https://forums.otterhub.org/viewtopic.php?f=60&t=7531&p=29632#p29632 L. Marshall One's strength is only determined when the challenge seems overwhelming. null

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Mapping a single user acct to multiple Customer Orgs?
by TC 11 Jul '18

11 Jul '18

We have a user that would like to be able to view OTRS tickets from 2 different projects/orgs. Q: Is there a way to associate a user acct to more than one Customer org ? Thanks in advance for any hints on how to do this !

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Re: [otrs] Reply with empty body
by sysadmin.caos 10 Jul '18

10 Jul '18

Sorry, but I don't understand your answer... "Forward or Communication/New Email" are options in any configuration menu? > Message: 2 > Date: Tue, 3 Jul 2018 18:38:54 -0400 > From: Gerald Young <crythias(a)gmail.com> > To: "User questions and discussions about OTRS." <otrs(a)lists.otrs.org> > Subject: Re: [otrs] Reply with empty body > Message-ID: > <CAKk-oU+GKNqqZNby2ZsAd8wmgfzHvF_2R_LzxVBq_Ohe-T_ecQ(a)mail.gmail.com> > Content-Type: text/plain; charset="utf-8" > > Forward or Communication/New Email might be of interest. >

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