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Restricting Customer Users from viewing Company Tickets
by Parag Bhalerao 12 Dec '17

12 Dec '17

Friends, I am sure it’s a simple question, but I am a bit lost. I want only some of the customer users to see company tickets and rest of the users to see only their own tickets. Can you kindly guide me on how to configure this? Many thanks. GoodWills Parag Bhalerao

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MailAccountFetch stopped working
by Santiago DIEZ 07 Dec '17

07 Dec '17

Hi, We've been happily using OTRS 5.0.20 on Debian 8.8 for 6 month now. We've made no change at all (it's only 3 of us) to the config but last night, the program stopped fetching emails. I can still manually fetch emails going to otrs/index.pl?Action=AdminMailAccount and clicking on [Fetch mail] but it only download 10-15 at a time. The cron was set as follow (on July 20th) : Daemon::SchedulerCronTaskManager::Task###MailAccountFetch - Function = Execute - MaximumParallelInstances = 1 - Module = Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch - Schedule = * * * * * - TaskName = MailAccountFetch There is NO error message in otrs/index.pl?Action=AdminLog. I've tried the following : 1) Restart daemon > No luck sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl stop sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl start 2) Empty the cache > No luck sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete 3) Restart daemon and mysql and empty the cache > No luck sudo /opt/otrs/bin/Cron.sh stop otrs sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl stop sudo /etc/init.d/mysql stop sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete sudo /etc/init.d/mysql start sudo /opt/otrs/bin/Cron.sh start otrs (the daemon restarted automatically after a few minutes) What else can I do? Regards ------------------------- Santiago DIEZ Quark Systems & CAOBA 23 rue du Buisson Saint-Louis, 75010 Paris -------------------------

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How to remove a invalid address in OTRS 5
by Edson Richter 07 Dec '17

07 Dec '17

Hi! Using OTRS 5.0.25 on Linux with MySQL. In our ticket system, we would like our team to respond tickets for company e-mails only. The team has been warned to remove invalid adresses, but nevertheless, I also would like to add a rule for OTRS to automatically remove any address @gmail.com, @hotmail.com, @outlook.com (the most obvious). Enviado do Email<https://go.microsoft.com/fwlink/?LinkId=550986> para Windows 10

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Version 6 very slow
by Glen Eustace 06 Dec '17

06 Dec '17

We are finding version 6 very slow to use in comparison to v5, we are using the same hardware although I have added extra RAM and have moved /opt/otrs/var/tmp to a RAM disk to try to speed things up. We have a PostgreSQL back-end but that doesn’t seem to be under any duress. It appears that each time one moves to a different part of the application there is a significant pause. Returning to the same part is then faster a 2nd time. Any performance suggestions gratefully received. Glen.

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Strange error
by Edson Richter 06 Dec '17

06 Dec '17

Hi! How can I fix this error? I’ve googled around, but none of the documents I’ve found gave me a clue: ERROR: OTRS-CGI-46 Perl: 5.16.3 OS: linux Time: Wed Dec 6 10:17:39 2017 Message: No State for pending reminder found! RemoteAddress: xxx.xxx.xxx.xxx RequestURI: /otrs/index.pl?Action=AgentDashboard Traceback (12976): Module: Kernel::System::State::StateLookup Line: 589 Module: Kernel::Output::HTML::Dashboard::TicketQueueOverview::Run Line: 76 Module: Kernel::Modules::AgentDashboardCommon::_Element Line: 852 Module: Kernel::Modules::AgentDashboardCommon::Run Line: 532 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1055 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32 Your help will be higly appreciated! Edson Richter Enviado do Email<https://go.microsoft.com/fwlink/?LinkId=550986> para Windows 10

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Setting sort order on ticket view
by Glen Eustace 05 Dec '17

05 Dec '17

After upgrading to v6, I can’t seem to find where to set things so that the ticket panels in the dashboard display the tickets in ascending order of Age. I can sort by clicking on the column header but that doesn’t stick. Any pointers appreciated Glen -- =-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= Glen and Rosanne Eustace, GodZone Internet Services, a division of AGRE Enterprises Ltd., P.O. Box 8020, Palmerston North, New Zealand 4446 Ph: +64 6 357 8168 <tel:%2B64%206%20357%208168>, Mob: +64 27 542 4015 <tel:%2B64%2027%20542%204015> "Specialising in providing low-cost professional Internet Services since 1997"

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Re: [otrs] MailAccountFetch stopped working
by Jens Köhler 05 Dec '17

05 Dec '17

Hi, did you try to execute this command in directory /opt/otrs/bin/ ? su -c "./otrs.Console.pl Maint::PostMaster::MailAccountFetch --force-pid" -s /bin/bash otrs -----Ursprüngliche Nachricht----- Von: otrs [mailto:otrs-bounces@lists.otrs.org] Im Auftrag von Santiago DIEZ Gesendet: Dienstag, 5. Dezember 2017 11:43 An: OTRS LIST Betreff: [otrs] MailAccountFetch stopped working Hi, We've been happily using OTRS 5.0.20 on Debian 8.8 for 6 month now. We've made no change at all (it's only 3 of us) to the config but last night, the program stopped fetching emails. I can still manually fetch emails going to otrs/index.pl?Action=AdminMailAccount and clicking on [Fetch mail] but it only download 10-15 at a time. The cron was set as follow (on July 20th) : Daemon::SchedulerCronTaskManager::Task###MailAccountFetch - Function = Execute - MaximumParallelInstances = 1 - Module = Kernel::System::Console::Command::Maint::PostMaster::MailAccountFetch - Schedule = * * * * * - TaskName = MailAccountFetch There is NO error message in otrs/index.pl?Action=AdminLog. I've tried the following : 1) Restart daemon > No luck sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl stop sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl start 2) Empty the cache > No luck sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete 3) Restart daemon and mysql and empty the cache > No luck sudo /opt/otrs/bin/Cron.sh stop otrs sudo -u otrs /opt/otrs/bin/otrs.Daemon.pl stop sudo /etc/init.d/mysql stop sudo -u otrs /opt/otrs/bin/otrs.Console.pl Maint::Cache::Delete sudo /etc/init.d/mysql start sudo /opt/otrs/bin/Cron.sh start otrs (the daemon restarted automatically after a few minutes) What else can I do? Regards ------------------------- Santiago DIEZ Quark Systems & CAOBA 23 rue du Buisson Saint-Louis, 75010 Paris ------------------------- --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs

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Closed tickets continue appearing as opened
by sysadmin.caos 05 Dec '17

05 Dec '17

Hello, I manage a OTRS-5 (5.0.11-01) server that, I don't know why, when I close a ticket, it continues appearing as a "open ticket" in "Tickets -> Status". However, in a fresh installation of OTRS-6 (6.0.1-02), doing the same process with a received ticket, it appears as "Closed" in "Tickets -> Status". In my OTRS-5, some month ago I created some new status "progeso-25%, progeso-50%, progeso-75% and progeso-90%". A member of this mailing list told me maybe the problem was that my new status contained "%" and "%%" is the separator character between history steps in each ticket, so I decided to disable that status and create new ones as "progreso-25, progreso-50, progreso-75 and progreso-90". However, closed tickets continue appearing as opened tickets in my OTRS-5. Now, for preparing this mail, I have installed a OTRS-6 system. There, I have created a new status called "Medias". I have created a new ticket; then, I have changed its status from "New" to "Media" and, then, from "Media" to "Closed". In this case, ticket appears as closed. This same scenario has been copied in my OTRS-5 running system. I have created another new status "Medias", I have created a new ticket, changed its status from "New" to "Media" and, then, from "Media" to "Closed". In this others case, ticket continues appearing as OPEN. I don't know where is the problem... My screenshots are located at https://aomail.uab.es/~druiz/ (I would like to attach them, but message size limit is too small). I have not found any possible reason... I need help, a lot of help... Thanks!

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Survey Module behavior
by Nick Bright 04 Dec '17

04 Dec '17

I'm implementing some surveys with the survey module on OTRS 3.3.11 (Survey v 2.3.3). I'd like to clarify the behavior of the module in a specific context: When a ticket has been created with a specific, or no, customer associated; then is assigned to another customer at the time of closing the ticket; which customer or email address would receive the survey? The customer at the time of opening the ticket, or at the time of closing the ticket? My desired behavior would be the customer at the time of closing the ticket. 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 - -----------------------------------------------

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PendingReminders every few minutes
by Glen Eustace 04 Dec '17

04 Dec '17

Since upgrading from 5 to 6, we are now getting spammed with PendingReminders. We used to only get 1 fro each job once per day. I can’t find wat to change to go back to the behaviour we had with version 5. Any help appreciated. Glen.

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