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Customer FullTextSearch
by Gökhan Öner 07 May '18

07 May '18

Hi all, Is there a way to make a full text search from Customer interface? We are using it at agent side but couldn't find how to use it on Customer interface. Regards. *Gökhan Öner* Information Technology Sabancı University gokhanoner(a)sabanciuniv.edu <E%3Agokhanoner(a)sabanciuniv.edu>

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AgentITSMConfigItemEdit
by André Cavalcante 07 May '18

07 May '18

Hi there! I need to insert new dynamic fields at AgentITSMConfigItemEdit, but I can't find it thru SysConfig. Any hint? -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

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OTRS 6 ACL issue
by BIRO Zoltan 25 Apr '18

25 Apr '18

Hi Guys! I'm using a lot of ACL in OTRS 5. After the upgrade of the test environment from 5.0.27 to 6.0.6 I got a lot of ACL related message in OTRS log during the new ticket creation: [Tue Apr 24 13:24:15 2018][Error][Kernel::System::Ticket::TicketACL::_CompareMatchWithData][2074] Need Data! [Tue Apr 24 13:24:15 2018][Error][Kernel::System::Ticket::TicketACL::_CompareMatchWithData][2074] Need Data! It looks ACL's are working but these messages are slowing down the system. I'm using the ACL for Service assignment according the CustomerID.so all ACL's are disabled and created a very simple one which is assign SPAM service for all customer. $Self->{TicketAcl}->{'00001 - SPAM service'} = { 'Possible' => { 'Ticket' => { 'Service' => [ 'SPAM' ] } }, 'PossibleAdd' => {}, 'PossibleNot' => {}, 'Properties' => {}, 'PropertiesDatabase' => {}, 'StopAfterMatch' => 0 }; The result is the same with this simple one it's working but I got the message 48 times! Is anybody faced the similar issue after the upgrade? Many thanks! Zoltan Zoltan BIRO Senior Consultant +3617008299 Madach Imre ut 13-14., 1075 Budapest <http://www.amaris.com/> www.amaris.com <mailto:zoltan.biro@amaris.com> zoltan.biro(a)amaris.com <https://www.facebook.com/amaris.official.page> <https://twitter.com/Amaris> <https://www.linkedin.com/company/amaris>

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Service name
by Gökhan Öner 17 Apr '18

17 Apr '18

Hi friends, I cannot find a Service while creating a ticket after i changed its name. It appears in in service list but when i try to create a ticket it is not in the service list. It is related with the queue which i try to create ticket. Where else do i need to check? Best. *Gökhan Öner* Information Technology Sabancı University +90 (216) 483 91 81 gokhanoner(a)sabanciuniv.edu <E%3Agokhanoner(a)sabanciuniv.edu>

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Email SMIME Certificates Without Authentication
by Randall Hobbs 16 Mar '18

16 Mar '18

Hey guys, We're running the latest version of 5.0 (otrs-5.0.26-01.noarch). We have been running this version for a while now (successfully) and have had zero problems with it. Now, because of some changes further up the chain, or customer base is having to either sign or encrypt their email. Because of this, we need to set up OTRS to pull certificates out of an LDAP directory (because all of the public certificates are able to be pulled from there), but we do not want to handle ANY authentication there (because the OTRS database already has all of the information there - including all customers, and they can successfully log in if needed). Essentially, we want all incoming emails to have the email address pulled, then have it pull the certificate from the LDAP directory for them (I have a majority of the LDAP details, and I can test as needed) so that it can store that certificate and use it whenever needed. We already have a certificate set up (SMIME) in OTRS, so we can send the responses signed, but until we can have it pull the certificate and handle the signed email, all we get is the following inside of OTRS: This is what I am trying to alleviate. I want it to show as it should, not what they're having to do now (in most instances, they can open that smime.p7m file and view what's in it, which includes the text from the message, but I am pretty sure OTRS can handle that part automatically, so I'd like to make it function as such. Again, the OTRS MySQL database has ALL of the login credentials there, as well as all customer details. All I want to do is pluck the public certificate from an LDAP server using the customer's email address, and once it retrieves it, go about normal business with that. Can someone point me in the right direction here? Thanks! -- Take Care, Randall Hobbs

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OTRS Calendar URL
by Nick Bright 16 Mar '18

16 Mar '18

When using the "URL" of a calendar, what is the protocol/functionality of this URL? Is it CalDAV? ICS? -- ----------------------------------------------- - 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 - -----------------------------------------------

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OTRS6 performance
by Glen Eustace 15 Mar '18

15 Mar '18

Our biggest issue is still the performance, OTRS5 used to hum along nicely on our hardware. OTR6 is pretty unusable at times it is SO SLOW. I have had no success in actually identifying what is slow. I did find an article regarding a potential missing index on a table and added it but it didn’t make much difference. If anyone else has managed to fix the issue or you didnt see a slow down in performance after the upgrade, I’d love to know what is different between our environments. We had OTRS5 on Fedora 24 but have OTRS6 on Centos7 with 4.13 kernel and Apache 2.4.6-67, perl 5.13. PosgreSQL 9.6.6 is on another server. Any pointers would be appreciated. -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Glen Eustace, GodZone Internet Services, a division of AGRE Enterprises Ltd., P.O. Box 8020, Palmerston North, New Zealand 4446 Ph +64 6 357 8168, Mob +64 27 542 4015 “Specialising in providing low-cost professional Internet Services since 1997"

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Showing the names of the previous Agent Owner
by Alexis HAUSER 12 Mar '18

12 Mar '18

hi, Is there a way to show the previous agent owner of a ticket into the note ? In ticket::frontend::agentticketowner###body, I've tried to set <OTRS_OWNER_UserFirstname> or parameters of this kind : [% Data.Name | html %] but none of them seem to display inside the note. Best Regards Alexis

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OTRS Scheduler Daemon Cron: MailAccountFetch
by Santiago DIEZ 07 Mar '18

07 Mar '18

Hi, I often receive the following warning (see bellow). Most of the time, the message is spam so I don't care. But sometime it's a rightful message and even for the sake of it, I'd like to fix the issue. Apparently, I need to edit the database structure (collation) but I've been instructed to never do so. What can I do to receive those messages? # BEGINNING OF WARNING ############# [Wed Mar 7 17:48:04 2018] otrs.Daemon.pl: DBD::mysql::st execute failed: Illegal mix of collations (latin1_swedish_ci,IMPLICIT) and (utf8_general_ci,COERCIBLE) for operation '=' at /rw/opt/otrs-5.0.20/Kernel/System/DB.pm line 679. ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-59 Perl: 5.20.2 OS: linux Time: Wed Mar 7 17:48:04 2018 Message: Illegal mix of collations (latin1_swedish_ci,IMPLICIT) and (utf8_general_ci,COERCIBLE) for operation '=', SQL: 'SELECT id FROM article WHERE ticket_id = ? AND a_message_id = ? AND a_from = ? AND a_subject = ? AND incoming_time = ? ORDER BY id DESC LIMIT 1' Traceback (17337): Module: Kernel::System::Ticket::Article::_ArticleGetId Line: 2025 Module: Kernel::System::Ticket::Article::ArticleCreate Line: 310 Module: Kernel::System::PostMaster::NewTicket::Run Line: 455 Module: Kernel::System::PostMaster::Run Line: 413 Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 220 Module: Kernel::System::MailAccount::IMAP::Fetch Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 94 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: (eval) Line: 150 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 129 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 250 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: /opt/otrs/bin/otrs.Daemon.pl Line: 138 ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-59 Perl: 5.20.2 OS: linux Time: Wed Mar 7 17:48:04 2018 Message: Can't get ArticleID from insert (TicketID=18304, MessageID=<20180307164731.A4F33249B5@tc3-app-mailmaster18>)! Traceback (17337): Module: Kernel::System::Ticket::Article::ArticleCreate Line: 320 Module: Kernel::System::PostMaster::NewTicket::Run Line: 455 Module: Kernel::System::PostMaster::Run Line: 413 Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 220 Module: Kernel::System::MailAccount::IMAP::Fetch Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 94 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: (eval) Line: 150 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 129 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 250 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: /opt/otrs/bin/otrs.Daemon.pl Line: 138 ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-59 Perl: 5.20.2 OS: linux Time: Wed Mar 7 17:48:04 2018 Message: Can't process email with MessageID <<20180307164731.A4F33249B5@tc3-app-mailmaster18>>! Please create a bug report with this email (From: "Bax Music" <newsletter(a)bax-shop.fr>, Located under var/spool/problem-email*) on http://bugs.otrs.org/! Traceback (17337): Module: Kernel::System::PostMaster::NewTicket::Run Line: 483 Module: Kernel::System::PostMaster::Run Line: 413 Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 220 Module: Kernel::System::MailAccount::IMAP::Fetch Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 94 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: (eval) Line: 150 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 129 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 250 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: /opt/otrs/bin/otrs.Daemon.pl Line: 138 ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-59 Perl: 5.20.2 OS: linux Time: Wed Mar 7 17:48:04 2018 Message: IMAPS: Can't process mail, see log sub system (/opt/otrs/var/spool/problem-email-4eae41ac6feef7212164fe0a9afe02be, report it on http://bugs.otrs.org/) Traceback (17337): Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 224 Module: Kernel::System::MailAccount::IMAP::Fetch Line: 86 Module: Kernel::System::MailAccount::MailAccountFetch Line: 440 Module: Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch::Run Line: 94 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: (eval) Line: 150 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 129 Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 250 Module: (eval) Line: 316 Module: main::Start Line: 316 Module: /opt/otrs/bin/otrs.Daemon.pl Line: 138 # END OF MESSAGE ###################### ------------------------- Santiago DIEZ Quark Systems & CAOBA 23 rue du Buisson Saint-Louis, 75010 Paris -------------------------

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using LDAP attribute in a dynamic field
by Alexis HAUSER 02 Mar '18

02 Mar '18

Hi, How to use the LDAP uid into a dynamic field ? What I try to do : adding a dynamic field with a link containing the customer uid. i.e. : mysebsite.com/script.cgi?uid=<username_uid> I would like to know in that example what I should use instead of <username_uid> in OTRS to automatically fill this with the username uid. Best regards Alexis

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