- otrs - OTRS mailing lists

Associating services with links
by Alexis HAUSER 02 Mar '18

02 Mar '18

Hi, I would like to associate services with links. How can I do that ? Is it possible for example to use the services comments for that ? i.e. something like [% Data.Service.Comment | uri %] ...? Best Regards Alexis

1 0

TicketObject->ArticleCreate Update from 5 to 6
by Paul jones 01 Mar '18

01 Mar '18

Hello, We had a standalone application that creates tickets, and add articles to OTRS 5 via the RPC using SOAP Once we upgrade to 6 we receive the following message when we then try to the run the method PHP Fatal error: Uncaught SoapFault exception: [soap:Server] Can't locate object method "ArticleCreate" via package "Kernel::System::Ticket" at /opt/otrs/bin/cgi-bin/rpc.pl line 109. Would it be possible to point me to the direction for the new method to using for adding an article to a ticket, or any examples that you might be able to link to. Many Thanks,

2 1

Company tickets x LDAP
by André Cavalcante 28 Feb '18

28 Feb '18

Hello, I have a request to make Company Tickets work so that people can view tickets for those in their group. I have read https://otrs.github.io/doc/manual/admin ... r-ids-ldap <https://otrs.github.io/doc/manual/admin/stable/en/html/external-backends.ht…>, but couldn't make it work. Nothing happens. Any hint? -- *André Luiz C. e Cavalcante, PMP, PRINCE2*

1 0

Error on OTRS 6 after migration on FulltextIndexRebuildWorker
by Jesús Zuleta 27 Feb '18

27 Feb '18

After the migration to OTRS 6 I see constantly the error of the Worker that rebuilds the Index. Indicates that you can not build the DateTime object but I do not know the reason for it The command I am using to manually execute the Worker is the following: bin/otrs.Console.pl Maint::Ticket::FulltextIndexRebuildWorker --force-pid --limit 700000 And error is: ERROR: OTRS-otrs.Console.pl-Maint::Ticket::FulltextIndexRebuildWorker-01 Perl: 5.16.3 OS: linux Time: Tue Feb 27 15:10:41 2018 Message: Error creating DateTime object. Traceback (9498): Module: Kernel::System::DateTime::new Line: 154 Module: Kernel::System::ObjectManager::_ObjectBuild Line: 306 Module: Kernel::System::ObjectManager::Create Line: 241 Module: Kernel::System::Ticket::TicketGet Line: 1339 Module: Kernel::System::Ticket::TicketArchiveFlagGet Line: 4040 Module: Kernel::System::Console::Command::Maint::Ticket::FulltextIndexRebuildWorker::ArticleIndexRebuild Line: 168 Module: Kernel::System::Console::Command::Maint::Ticket::FulltextIndexRebuildWorker::Run Line: 103 Module: (eval) Line: 460 Module: Kernel::System::Console::BaseCommand::Execute Line: 454 Module: Kernel::System::Console::InterfaceConsole::Run Line: 80 Module: bin/otrs.Console.pl Line: 38 Error: Can't call method "Delta" on an undefined value at /opt/otrs/Kernel/System/Ticket.pm line 1346. The error appears when I execute it manually as waiting for the CronSchulder to execute it. As a major background run a FullTextIndex rebuild and the process is stuck in 74.8%. bin/otrs.Console.pl Maint::Ticket::FulltextIndex --rebuild bin/otrs.Console.pl Maint::Ticket::FulltextIndex --status Indexed Articles: 74.8% (493212/659331)

1 0

Review Required in the Close Ticket Screen
by Willian Silva 27 Feb '18

27 Feb '18

Hi Guys ! What is the purpose of the "Review Required" flag on the 'Close ticket' screen? Regards, Willian Silva.

2 2

Search issue in otrs6
by Manuel Martínez Valls 22 Feb '18

22 Feb '18

Hi, There's another difference between otrs5 and otrs6 in searchs. In otrs5 when we did a fulltext search it looked at subject, from, to, etc. It was so easy (and a bit slow) for agents to do a simple search without specifying more filters. Now it works different, and I still don't know how it works, but if I know that I'm looking for a ticket from somebody with a known name, the best way to look for it is using "Customer ID (complex search)". Can you please explain me the differences between the fulltext search in otrs5 and 6? Excuse me if it is already documented, I have not find info related to this question. Moreover, is the behaviour of the fulltext search configurable? Regards, Manuel Martínez

1 3

(no subject)
by Willian Silva 22 Feb '18

22 Feb '18

Hi Guys ! What is the purpose of the "Review Required" flag on the 'Close ticket' screen? Regards, Willian Silva.

1 0

Changing the design of notifications from mail
by Alexis HAUSER 22 Feb '18

22 Feb '18

Hi, Is there a way in OTRS to change the design of the notifications received by mail from OTRS system ? For example : by default, there is an Orange border in all mails, where is it possible to edit this color setting ? Best Regards Alexis

2 1

Caanot send message to system address
by Gökhan Öner 09 Feb '18

09 Feb '18

Hi all, We have recently updated OTRS 5.0.26 from OTRS 4. After the update we have faced with a issue. When we try to send an e-mail to an address, a pop-up appears saying : *"This address is registered as system address and cannot be used" * if the address is registered as a queue address. I have googled it, searched at otterhub but found no answer. Is there a way to disable this feature or send e-mails to system addresses? Thanks in advance. *Gökhan Öner* Information Technology Sabancı University gokhanoner(a)sabanciuniv.edu <E%3Agokhanoner(a)sabanciuniv.edu>

2 2

Which setting controls if notification emails are sent during an agent's vacation?
by Ralf Hildebrandt 05 Feb '18

05 Feb '18

Most recent version of OTRS5 here. Question: Which setting controls if notification emails are sent during an agent's vacation? Why am I asking: An agent is on vacation for 1 week, set vacation in OTRS for that period of time. But today, a ticket was assigned to him so he can look at it after his vacation. Still, he received a notification email. I expected to notitification to be sent for agents "on vacation". -- Ralf Hildebrandt Charite Universitätsmedizin Berlin ralf.hildebrandt(a)charite.de Campus Benjamin Franklin https://www.charite.de Hindenburgdamm 30, 12203 Berlin Geschäftsbereich IT, Abt. Netzwerk fon: +49-30-450.570.155

1 1