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Re: [otrs] How to configure OTRS 5s Patch Level 23 & Oracle 12c DB on different systems?
by Amey Abhyankar 30 Nov '17

30 Nov '17

Hello Rene & Roy, Thanks for the updates. I am getting error when trying to test remote Oracle DB connectivity from otrs server using 'sqlplus' command. I am done with compiling Oracle drivers. I want to use those Oracle DB scripts to create tables. I am able to connect to respective Oracle DB from Windows machine using sqlplus developer software. Output of lsnrctl on Oracle 12c system as follows = ------------------------------------------------------------- [oracle@otrsdb ~]$ lsnrctl services LSNRCTL for Linux: Version 12.1.0.2.0 - Production on 30-NOV-2017 18:03:57 Copyright (c) 1991, 2014, Oracle. All rights reserved. Connecting to (DESCRIPTION=(ADDRESS=(PROTOCOL=TCP)(HOST=otrsdb)(PORT=1521))) Services Summary... Service "otrsdb.abc.com" has 1 instance(s). Instance "otrsdb", status READY, has 1 handler(s) for this service... Handler(s): "DEDICATED" established:13 refused:0 state:ready LOCAL SERVER Service "otrsdbXDB.abc.com" has 1 instance(s). Instance "otrsdb", status READY, has 1 handler(s) for this service... Handler(s): "D000" established:7 refused:0 current:0 max:1022 state:ready DISPATCHER <machine: otrsdb, pid: 7301> (ADDRESS=(PROTOCOL=tcp)(HOST=otrsdb.abc.com)(PORT=22820)) Service "pdbotrsdb.abc.com" has 1 instance(s). Instance "otrsdb", status READY, has 1 handler(s) for this service... Handler(s): "DEDICATED" established:13 refused:0 state:ready LOCAL SERVER The command completed successfully -------------------------------------------------------------------- I am getting multiple errors. [ Example: ORA-12154: TNS:could not resolve the connect identifier specified] can some1 tell me exact command? Thanks & Regards, Amey. On 22 November 2017 at 20:14, Roy Kaldung <kaldung(a)gmail.com> wrote: > Hi Amey, > >> On Nov 22, 2017, at 7:51 AM, Amey Abhyankar <sco1984(a)gmail.com> wrote: >> >> Is it fine if I proceed with OTRS 5.0.24 installation now [using RPM >> package] or I need to roll back & do the OTRS installation 1st & then >> compile Oracle drivers? > > For a fresh installation I recommend the following steps: > > - Install and configure the operating system that you have a access with the sqlplus client to the database for otrs > - Install DBD::Oracle (usually via cpan, I never saw an RPM for this, let me know if you find one) > - Install the OTRS RPM (5.0.24) > > AFAIK, the OTRS installer only works with MySQL and you have to install and configure some parts on your own: > > - Populate the database via sqplus with the following files: > - scripts/database/otrs-schema.oracle.sql > - scripts/database/otrs-initial_insert.oracle.sql > - scripts/database/otrs-schema-post.oracle.sql > - Configure Kernel/Config.pm to use DBD::Oracle > - Check database access with the command bin/otrs.Console.pl Maint::Database::Check > - Choose another SystemID than 10 ;-) > > Now you should be ready to go. > > - Roy > > > > --------------------------------------------------------------------- > 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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Upgraded from 6.0.0.beta5 to 6.0.1, Now menubar menus appear twice
by Lance Cotton 28 Nov '17

28 Nov '17

I upgraded from 6.0.0.beta5 to 6.0.1 last week and the upgrade itself seemed to go well. When I logged into the WebUI, there were errors about 20-or-so invalid settings. I went to those settings, and set them each to the default setting. I'm sorry I don't recall what they were exactly. Now, each of the main menu items ("Dashboard", "TIckets", "Customers", "Calendar", "Reports", "Admin") appear twice across the menu bar. Each contains the same sub-menus, and either entry of a double works fine. Has anyone else seen this? I can't seem to find the items by searching in the SysConfig module for "Menu". -Lance -- Lance Cotton Email: lcotton(a)securecms.com

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Backend MasterSlave is invalid!
by Rudolf Bargholz 27 Nov '17

27 Nov '17

Hi, Since updating from Upgraded from 5.0.23 (Fedora 26) to 6.0.1 last week. Since the update we are seeing the following error messages in the AdminLog: Mon Nov 27 13:40:09 2017 error OTRS-otrs.Daemon.pl - Daemon Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker-10 Backend MasterSlave is invalid! Mon Nov 27 13:40:02 2017 error OTRS-CGI-10 Search not executed due to invalid value 'Master' on field 'MasterSlave'! MasterSlave was activated in an older version of OTRS, and seamlessly updated with the update from 5 to 6. Any idea how I can debug this problem? What extra information would I have to provide to find the cause of the problem. OTRS 6.0.1 Fedora 26 OTRSMasterSlave 6.0.1 Regards Rudolf Bargholz Online Travel Services AG Jenatschstrasse 1, 8002, Zürich, Switzerland Mail: bargholz(a)onlinetravel.ch Tel.: +41 (44) 2046006 Fax: +41 (44) 2046009

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Appointment Calendar
by Finetti, Stefano 26 Nov '17

26 Nov '17

Hello everyone, I kinda stumbled upon the OTRSAppointmentCalendar module today, I had completely missed it when it was launched, and decided to give it a try. It is correct that the possibility to assign an event to a specific agent (thus appearing only on his dashboard and notifying only him) is reserved to the OTRS Business Solution? I've tried to use it on the free version but I obtained only to get collective notifications via email and the event is showed in every dashboard of every agent. Moreover, if I try to filter out in the calendar view for "events assigned to me", I end up not seeing any event in the calendar. Since the only reason to use it would be to have the chance to create a common calendar but with per-person notifications (aka: everyone can see appointments of their colleagues without being bothered with email about something they have nothing do to with). I'd like to know if my previous understanding about the Business Solution only feature is true, to avoid wasting time and starting writing my own customisation of the module itself. Thanks a lot in advance -- *Lynx International Srl* *Stefano Finetti* *http://www.lynx-international.com <http://www.lynx-international.com>* *Lynx International is an AXED Group company* Via Pier Luigi Nervi e/3 - Torre 6 - 04100 Latina -- This e-mail and any files transmitted contain documentation which is highly confidential and intended solely for the use of the individual or entity to whom they are addressed. All written data and other information in the documentation is and shall remain the property of the disclosing party. If you are not the intended recipient you are hereby formally notified that any disclosure, dissemination, forwarding, storing, copying or use of any of the information is strictly prohibited and will be legally pursued. If you received this in error, please contact the sender and destroy the documentation including deletion of the same from any computer. Thank you.

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Slow QueueView and error message after upgrading OTRS Free from 5.0.24 to 6.0.1
by Franz Julius Albert 23 Nov '17

23 Nov '17

Hello, just updated my OTRS instance and the upgrade process passed without errors. After the login the view for some queues is very slow (~8 seconds) while only 7 tickets are inside. The syslog is full of messages like this one -> Nov 23 17:38:04 ttsngdev OTRS-CGI-10[1372]: [Error][Kernel::System::Group::PermissionCheck][Line:945]: Need GroupName! Nov 23 17:38:04 ttsngdev OTRS-CGI-10[1372]: [Error][Kernel::System::Group::PermissionCheck][Line:945]: Need GroupName! I ran the SetPermissions script twice....but no change. Maybe someone have an idea? Thank you very much! Julius Albert

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OTRS 6.0.1 encoding/decoding of special characters sent from Outlook
by Rudolf Bargholz 23 Nov '17

23 Nov '17

Hi, Upgraded from 5.0.23 (Fedora 26) to 6.0.1 yesterday. We noticed an issue regarding the display of German/French characters in OTRS. We sent a test mail this morning from Outlook 2013 to OTRS 6.0.1 with the mail body “äöüàéè”. In OTRS this arrives as “��”. In the Outlook preview these characters look fine but in OTRS the characters are displayed as diamonds with a question mark. The unformatted view of the mail contents shows the following: --_000_VI1PR1001MB116856A5418CE03A69787CEBDE200VI1PR1001MB1168_ Content-Type: text/plain; charset="iso-8859-1" Content-Transfer-Encoding: quoted-printable =E4=F6=FC=E0=E9=E8 Any idea what we can do to resolve this problem? Regards Rudolf Bargholz

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How to configure OTRS 5s Patch Level 23 & Oracle 12c DB on different systems?
by Amey Abhyankar 22 Nov '17

22 Nov '17

Hello, I tried to search relevant documents/guide on how to connect OTRS to Oracle12c DB installed on a separate system but unable to find any. Can somebody tell how this can be achieved? I am going to use OTRS 5s Patch Level 23 FREE stable release. I have prepared 2 systems with Cent OS 6.8 Thanks. Regards, Amey.

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OTRS6b1 - how to force OTRS outbound connections, to go via proxy?
by Alex Mihičinac 20 Nov '17

20 Nov '17

Hi all, can someone tell me, if it's possible to force OTRS's outbound connections to go via proxy? My otrsbox has no direct internet connection, so all connections need to go via proxy. Now I'd like to test v6b1 and it's working slow as hell, since it's waiting for network timeout of this specific connection: tcp 0 1 otrsbox:55984 portal-nodef04.ot:https SYN_SENT Until now, I have tried those scenarios and unfortunately none of them worked: - env setting export https_proxy=http://proxybox:3128 export http_proxy=http://proxybox:3128 - iptables -A PREROUTING -s otrsbox/32 -p tcp -m tcp --dport 443 -j DNAT --to-destination proxybox:3128 -A PREROUTING -s otrsbox/32 -p tcp -m tcp --dport 443 -j DNAT --to-destination proxybox:3128 - apache ProxyRemote * http://proxybox:3128 <http://proxybox:3128/> - otrs $Self->{'Package::Proxy'} = 'http://proxybox:3128/'; Any hint more than welcome! Best regards, Alex

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Template tags frustration
by Nick Bright 11 Nov '17

11 Nov '17

I've been searching the documentation for any kind of reference, and getting quite frustrated trying to figure this out! Within the Signature templates, there is a very vague statement of "You can use any available tags", with a few examples. The problem is I don't know what those tags are, or how to find them; and they are not listed anywhere in the documentation. All online searches find forum posts, etc that are similarly vague - clearly they are referencing assumed knowledge that I simply don't have. I have no idea what they're talking about. Generically, how can I determine the full and *specific* (_EXACT NAMES_) list of tags/variables that are available in for use in agent signatures and/or other contexts? Specifically, I am trying to put the agent "Title" from the Edit Agent screen in to the agent signatures. For reference, I'm using OTRS 3.3.11. 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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Event-based notifications not sending emails
by Stanford, Philip N. 08 Nov '17

08 Nov '17

I am having problems getting event-based notifications working correctly on an old OTRS system (I'm ashamed to say this one is still running 3.0.9). I want to send an email to the customer on ticket close, so the event is 'TicketStateUpdate', the selected states are all the 'Closed*' ones, and the recipient group is 'Customer'. I've also set 'Review Required' to 'Yes' and defined the email text I want to send. If I then select a ticket and close it, after setting 'Review Required' to 'Yes', then I can see in the ticket history that no event is triggered, and no mail sent. I've tried another similar event-based notification and that doesn't work either, so my assumption is that they are broken on 3.0.9 I'm aware of the issue whereby notifications may not get sent if the agent and customer IDs are the same - but that's not the case here. I should add that this works perfectly on OTRS 5, so the solution in a way is obvious but I am wondering if there is any fix for the 3.0.9 system - I have vague memories that 'back then' some notifications had to be turned on by uncommenting some PERL code but that may have been for ticket escalations. 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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